Here's the scenario: I have set up a community where external users can create cases. When a case is commented on the creator of the case receives an email alert based off of the template I added to the community emails. This works. But in the org I also have an email alert which fires when a comment is added to a case. This email alert is supposed to send out emails to Case Owner, Record Creator, and Case Team based on a template for internal users only. The problem here is it cannot differentiate between "internal Record Creator" and "external record creator".

My solution: To write a trigger on the case comment that would check for the usertype of the record creator and then decides if an email alert should be sent or not.

However I am wondering if there's any other way of achieving this through configuration since it's best practice to use config instead of programmatical solution where possible. Thanks.

Here's the scenario: I have set up a community where external users can create cases. When a case is commented on the creator of the case receives an email alert based off of the template I added to the community emails. This works. But in the org I also have an email alert which fires when a comment is added to a case. This email alert is supposed to send out emails to Case Owner, Record Creator, and Case Team based on a template for internal users only. The problem here is that the email alert workflow action cannot differentiate between "internal Record Creator" and "external record creator".

My solution: To write a trigger on the case comment that would check for the usertype of the record creator and then decides if an email alert should be sent or not.

However I am wondering if there's any other way of achieving this through configuration since it's best practice to use config instead of programmatical solution where possible. Thanks.