Working in an org where they are still using the customer portal and are not ready to switch to communities. I have enabled the setting in the Support settings for the cases, as well as the template in the settings for the customer portal as shown below
In Case Support Settings
In Customer Portal Settings
Is there something I am missing? If a user adds a comment internally to a case, whether private or public, the case owner is notified. Its only when a customer adds a case comment through the portal, no notification is sent to the case owner.
I know I can likely bypass this and manually create a workflow to send a notification, but I shouldn't have to and I really want to understand why the native functionality isn't working here.
I am much more of a developer in Salesforce then an admin, so don't know if I am missing some setting somewhere or do not have this configured correctly. Hoping someone see's the error I am making.
Per @Ralph's answer, I added some DML options to the Case Comment prior to it's insertion via Apex.
Database.DMLOptions opts = new Database.DMLOptions();
opts.EmailHeader.triggerAutoResponseEmail = true;
opts.EmailHeader.triggerOtherEmail = true;
opts.EmailHeader.triggerUserEmail = true;
This sends an alert, but it send the very basic plain text system email message seen below
Instead of using the template that is specified in the customer portal settings
Anyone know why this is happening?