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


Last updated 25 days ago ·Reference W-1156233 ·Reported By 108 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 (108)

John Magno Alethea Christon 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?

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