[WApei]

Greetings!

We have two users who both are enabled for support: user1 and user2

Logged in as user1:

Use Case 1) We open a case (caseA) and assign to user1 -> both user1 and user2 do not receive a notification

Use Case 2) We reassign the case to user2 -> user1 receives a notification; user2 does not receive a notification

Logged in as user2:

Use Case 3) We reassign the case to user1 -> user1 does not receive a notification; user2 receives a notification

In each case we expect that the user who the case has been newly assigned to would get the notification, but they do not! In Use Case 2, for example, user2 would never know they had a case assigned to them!

Any ideas why we might be seeing this strange behavior?

TIA –

WA
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[dmatyas]

Hi,

it’s hard to tell just from your description. Can you post description of your workflow over here? Do you have your workflow in Released mode?

Thanks,

Daniel

[JCB]

Under the Notification tab in the Support Preferences (Setup > Support > Support Preferences), what options do you have checked/unchecked?

There are two types of notification emails that a Support Rep may receive in this case, Assignment Notification and Update Notification. In the scenarios that you described, it appears to me that they are receiving Update Notification emails wherein support reps automatically receive notification e-mail when support cases that they are assigned to are updated. The update being done in this case is change of ownership.

To confirm this further, check the content of the email that they are receiving and you may compare it against the System Email Templates (Setup > Company > System Email Templates) to verify if its the Case Update or Case Assignment Notification emails.

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