I noticed that there's a standard email case notification that's being sent whenever a case is assigned to an owner, case comment is created, or email is sent via send an email button. However, we don't need these. Is there a way to deactivate these emails from being sent out?
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1 Answer
That's found in Setup > Customize > Cases > Support Settings. The "Notify Case Owners when Case Ownership Changes" controls ownership notifications, and "Notify Case Owner of New Case Comments" is for new case comments. The emails sent when a user sends an email is in their personal setup menu (Name > My Settings > Email > My Email Settings). Note that users still have an option to send an email by checking the box. For API updates, set the EmailHeader.triggerUserEmail flag to false to prevent notifications.
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Thanks! so Notify Case Owners when Case Ownership Changes is triggered on newly created cases as well? Also I don't see how I can configure the New Email for Case Notification on My Email Settings– sforceFeb 1, 2017 at 7:30
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@sforce That depends on the new case. Generally speaking, you'll find that in your Assignment Rule (see Setup > Customize > Cases > Assignment Rules), or "Notify Default Case Owner" for automated cases from external sources (same page as as mentioned in the answer).– sfdcfoxFeb 1, 2017 at 7:38
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@sforce What's the email template look like? There's so many ways to notify users, it's really hard to think of everything.– sfdcfoxFeb 1, 2017 at 7:47
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we actually want to disable all email notifications. thats why we didnt setup any. "An email has been received for Case <case number>: <case subject>. Please click the link below to review the new email and respond appropriately." I cant find the email template for this as well– sforceFeb 1, 2017 at 7:54