Anytime a Case's fields are edited, our Salesforce's instance will send out a 'New Case Alert' even though that Case is pre-existing, and a user only edited the record.
We have an Email-to-Case system setup, along with an Email Ref ID for tracking email threads, and Workflow Rules that Field Update a Case based on keywords in the email body.
Here's the workflow rule that triggers the 'New Case Created' Email Alert:
Case: Case Record Type **not equal to** Questionnaire
I thought this was previously resolved, but we just creared new custom fields for Case Page Layouts, and when we started editing the fields on existing records, we noticed 'New Case Alerts' were firing off.
Our Salesforce Instance also does not currently have any case management setup.
Does it make sense to try writing a Logical Formula, that only kicks off a new alert if CreatedDate is equal to TODAY and not equal to the record type?