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LVSLVS 

Email notification for new EmailMessage on Case

We're getting an email notification to a set of users from the Case default user when there is a new email message reply from the customer for a case. The email carries a link to the email message.

 

We're not sure if this happens every time but we've had atleast one such case. Some other team was working on this so we don't know how this is happening. We've checked workflow email alerts, triggers, email templates but couldn't find anything.

 

What we do know is, that the email is being sent to a public group - from the list of users who received the email. Where else should we be looking to find the origin?

 

Edit: The email was sent to the public group because the queue owner was at that time a queue and the public group was added as a member of the queue.

 

~LVS

Jeff MayJeff May

Also check under Setup->Cases at the various Settings there including Support Teams, Default Case handling, and Email2Case.

LVSLVS

Yep. Checked all that. Also, please check edit on question

 

~LVS

LVSLVS

bump!

Jeff MayJeff May

not sure what your question is. I thought you were looking to understand why the public group was getting emails and your edit says you found out.

LVSLVS

I figured out why the email was being sent to that particular group. However, the question is why the email is being sent out at all.

 

There's a case. Assigned to a queue. An agent (without changing ownership) sent an email from the Emails related list on the case. Everyone in the public group (members of the queue) received a notification that a new mail has been added. Is this a standard behaviour?

LVSLVS

Bump!

Jeff MayJeff May

Yes.  This is standard behavior if the queue is defined to send email notifications to its members.