3

I handle our support cases. I have a workflow rule that when a case is updated it sends a notification to the Case Owner and to the manager of the Account. Sometimes these two people are different, but sometimes they are the same. If they are the same I would like to only send one copy of the email, not two.

Is there any way I can do this?

1

On mobile so apologies for brevity and/or typos. Can you access the manager user id in a workflow rule entry criteria ? If so, try setting up a workflow rule to notify the case owner as desired, and then another rule to send same email to manager only if managerID not equal to caseOwnerId. Havent tried so just a stab in the dark sorry!

1

I used a "Set a condition" event at the start of my workflow. It checks the "Created By" field in the List Item against the "Manager" field in the List Item.

I put a notification in the "YES" result so that if the two values match, it sends an email to the "Created By" user.

In the "NO" result, I put a notification that sends an email to both the "Created By" and "Manager" values.

0

Using workflows? Sorry, no.

Using Apex? Create a set to hold your email addresses, which will eliminate duplicates automatically.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.