Emails not getting sent when Notify Assignee is enabled for Workflow Field Updates on Case object

Emails not getting sent when Notify Assignee is enabled for Workflow Field Updates on Case object


Last updated 9 days ago ·Reference W-1156233 ·Reported By 106 users

In Review

If a Workflow Rule w/ a Field Update is setup to change ownership on Case records, the "Notify Assignee" option fails to send an email to the new owner when Cases are created through the API and/or Visualforce pages.

This also applies to Cases created by Email-to-Case, as this functionality is dependent on the API.

- Create a WF Rule to trigger on Case creation
- Assign a Field Update as the immediate action
- Select the Field to Update as: Case Owner and check "Notify Assignee"
- Make sure rule is Active and create a Case using one of the above

1. Use Case "Assignment Rules", as opposed to using Workflow Rules, to update the case owner.

More details on setting up Assignment Rules are available in the following Help & Training article:

2. Create a separate Workflow Rule on the Case object wherein the criteria checks against criteria in the original rule, as well as the updated Case Owner. Then associate a new Email Alert as the immediate action. This should trigger after the successful field update of the original rule, provided the associated update is set to "Re-evaluate Workflow Rules after Field Change."

Reported By (106)

Matthew Cervarich Emily Duncan Alethea Christon Antonio Cajigas Shivani Desai Claudia Walls Lim Shen Hng Laura Derby Katharine Anderson Travis Lee Kothai Sengodan Suzanne Miller Elena Valeria Anghel(Trusca) Lydia Pearly Ann Scanlan Satoshi Nagatsuka Oda Mortensen Jonas Heier Siva Macha Ethan Patrick Tyler Ditto GC IT Amanda Summers Neelesh Ratn Dwivedi Wijnen Robin Tobias Hagge Stanley Yin Ryan Young (646-638-6147, 917-991-7590) Venugopal Beeravola Lisa Clossey Charlie park Mindy Penn James Ackron Kanwar Buttar Christopher Wagner Raveesh Raina Jon Oddvar Kolnes Benny Xie Benediktus Sumarsikin Shari Kaminsky Nik Sahasrabudhe Tony Ricketts Julius Arceo Eliot Molin Ryan Lewandowski Matthew Tofts Mark Appleton Hugues Beaurivage Paul Duryee Markus Müller Neil Raburn Ido Greenbaum Thomas Chapman Brandon Klapholz Victoria Winters Dylan Gerow Ron Bohn Aaron Mattern Phoebe Lynn Ronak Shah Billy Dang Rod Spears Dakota Duff Kathy Ivanoff Yakup Kaygusuz Srikanth Challa Dmitry Zhagrov Ryan Stadther Tricia Rhame Jawwad Ul Haq Mario Hummel Konstanze Artner Clemens Zehetner Stefan Csontala Marco Zanzotera Stanislav Portianko Ilya Demin Alexei Prokhoriatov Ilya Mamaev Oksana Gutorova Sergey Ryazanov Elvira Pöller Songtao Dang Derek Lindblom Yu Yue Tan Martin Destruelle Derhyk Doggett Shawn Brenneman Tushar Narang Ahmed Bajwa Ryan Frank Nick Erdenberger Teresa Rau Katja Moser Modacto Modacto Dean Cachia Sebastien Vanderbosse Heather Pushinsky Patrick McCormick Rick Frias Raju Tadigiri Cicily Punauakee Eric Swinehart Craig Zelley Rachel Peacock David Sedlak

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP14 AP15 AP20 AP21 AP22 AP28 CS1 CS2 CS3 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS110 CS11 CS116 CS12 CS137 CS138 CS13 CS14 CS15 CS152 CS151 CS16 CS17 CS18 CS19 CS20 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS30 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS47 CS50 CS51 CS52 CS53 CS54 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS70 CS71 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS82 CS83 CS84 CS85 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS93 CS94 CS95 CS96 CS97 CS98 CS99 EU7 EU8 EU9 EU10 EU12 EU13 EU14 EU15 EU16 EU17 EU18 EU19 EU25 EU26 NA104 NA100 NA101 NA103 NA102 NA105 NA129 NA130 NA132 NA131 NA146 NA155 NA196 NA21 NA32 NA33 NA37 NA39 NA40 NA42 NA44 NA45 NA46 NA47 NA49 NA50 NA51 NA52 NA53 NA54 NA56 NA57 NA58 NA59 NA60 NA61 NA62 NA63 NA64 NA65 NA66 NA67 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA78 NA79 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.