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I'm having a problem with Case Assignment Template. I'm only getting the standard system generated email notification when a case is assigned to me, despite me having an email template specified in Support Settings for Case Assigned Template.

A case has been assigned to you, the default owner. Click the link below to view the record in salesforce.com

Only if I create an assignment rule and specify the template in the assignment rule, will it use the template. Salesforce is simply ignoring the Case Assigned Template I have specified in Support Settings.

What other settings should I check/verify to enable the Case Assigned Template when the default case assignment occurs?

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If you specify Email template in each assignment rule then Salesforce will consider those email templates.

Support Settings Email template:

Use this template to notify contacts that a case has been created or updated for them.

And, if Salesforce doesn't find any templates then it sends the default email template what you have mentioned in the question.

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  • Right, I understand that. However, it doesn't consider the template int eh Support Settings at all, regardless of what I specify in the Assignment Rule. – Swisher Sweet Apr 14 '18 at 17:17
  • Support settings email template is to notify contacts and not for the case owner – Santanu Boral Apr 14 '18 at 17:21
  • According to the help text, Use this template to notify your users a case has been assigned to them.. Are you suggesting this help text is wrong? – Swisher Sweet Apr 15 '18 at 13:23
  • In my org, I didn't setup this case assigned template. I have used templates defined in assignment rule or workflow rules – Santanu Boral Apr 15 '18 at 14:29

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