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Topics#EmailGrant Rogers's Question
Grant Rogers (Extract Labs) asked in #Email
Aug 18, 2020, 5:51 PM

Case Assignment rules not sending emails

We are replacing an old contact form system with Web-To-Case. I have the case assignment rules built the way we need to sort cases to the appropriate person within the company. The problem is that if there is no matching contact record for the person submitting the form, the employee it gets assigned to does not receive an email notification for the case.

 

Yes, i have templates attached to the rule entries i have created. If i submit a test case with an email that matches a contact, the employee gets a new case notification email i set up. If i use a random email that isn't in our contacts, the case will sign to an employee correctly but for some reason, Salesforce does not send the notification email to the employee like it does when there is an email address matching in our contacts. Help?
4 answers
  1. Shubham Gupta (S&P Global)
    Aug 18, 2020, 6:52 PM
    Can you then check two things?

     

    1. On the Assignment Rule Entries for Employee, please check if they have any templates assigned to them and see that's the template being trigged, if so, remove it.

     

    Can you then check two things? 1. On the Assignment Rule Entries for Employee, please check if they have any templates assigned to them and see that's the template being trigged, if so, remove it. 2.

     

    User-added image

     

    2. Go to Setup | Support Settings | Case Creation template & Case assigned template and check if any template is set.
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