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mukesh guptamukesh gupta 

Email Notification to Case owner

Hi Expert,

When a case receive an email in Email Related list , then case owner will get the Email notification. 

User-added image

Please suggest, how to case owner will get this email.

Thanks
Mukesh
Best Answer chosen by mukesh gupta
Sachin P Sam 1Sachin P Sam 1
Sure @mukesh gupta
this can be achieved using two processes and one email alert.
Intially create the email template for sending the notification to the owner.
Then create an email alert.The object selected for alert be should  case.Select the template prepared for notification or this alert.Also fill other details.Select Recipent as the case owner(select Owner-->case owner.)
Create first  Process
the process starts when ----- invoked by other process.
Select case as the object.
Add criteria - No criteria—just execute the actions!
Add immediate action email alert ,select the email alert created above.
Activate the process

Create second  process
the process starts when ----- a record changes.
select Email Message as the object.
add the criteria as [EmailMessage].RelatedToId = [EmailMessage].ParentId
Add immediate action  call  process and select the process created above and pass the ID field value to SObject.
Activate this Process.

I hope this will achieve the funtionality you are targeted.

Mark as the best answer ,i this helpul !

Regads,
Sachin

All Answers

Sachin P Sam 1Sachin P Sam 1
I can't understand your scenario, can you explain it .so we can help you.

Regards,
Sachin
mukesh guptamukesh gupta
I have a case. case have Email Object with "Send and Email" buttton,  for testing i am sending Email by "Send and Email" button that open a email template and receiving email in Email object As in screen shot. this is working fine. but when a new email come in Case Email List , then case owner will receive a mail notification.

how we can do this?

Please suggest

Thanks
Mukesh   
Sukanya BanekarSukanya Banekar
Hi,
I consider Case Email is a custom object. So you can create process builder on Case Email object to send an email to owner. So when new record gets created for case email object you can send an email alert to owner. You can also create workflow.

Hope this helps you to solve your problem.

Thanks,
Sukanya Banekar
 
HARSHIL U PARIKHHARSHIL U PARIKH
There is setting under the "My Setting" => Email => My Email Setting called AUTOMATIC BCC.

Make sure that is on and you will be automatically Bcc'd under those email.

Hope it helps!
Sachin P Sam 1Sachin P Sam 1
@sukanya banekar, 
According to his explantion he is working on standard object (case),not on custom object (Case Email).The email is the related list of the case object.

@Harshil Parikh AKA Govind,
Setting in AUTOMATIC BCC sets a constant email as bcc Email address . This is not needed in his scenario ,he needed to send email to case owner (which is changing).

Please correct me if am wrong,

Regards
Sachin
mukesh guptamukesh gupta
@sachin you are right, can you please suggest how to resolve this
Sachin P Sam 1Sachin P Sam 1
Sure @mukesh gupta
this can be achieved using two processes and one email alert.
Intially create the email template for sending the notification to the owner.
Then create an email alert.The object selected for alert be should  case.Select the template prepared for notification or this alert.Also fill other details.Select Recipent as the case owner(select Owner-->case owner.)
Create first  Process
the process starts when ----- invoked by other process.
Select case as the object.
Add criteria - No criteria—just execute the actions!
Add immediate action email alert ,select the email alert created above.
Activate the process

Create second  process
the process starts when ----- a record changes.
select Email Message as the object.
add the criteria as [EmailMessage].RelatedToId = [EmailMessage].ParentId
Add immediate action  call  process and select the process created above and pass the ID field value to SObject.
Activate this Process.

I hope this will achieve the funtionality you are targeted.

Mark as the best answer ,i this helpul !

Regads,
Sachin
This was selected as the best answer
mukesh guptamukesh gupta
@sachin,  how to get email fields in case email template,  currently i m using  [EmailMessage]. Subject but get empty in email. 

Please suggest 

Thanks 
Mukesh