problem notification on case assignment

[peterberlin]

Hello

when a case is created manually, a notification is sent by e-mail to the assigned user.
If a case is created by e-mail and then manually assigned to an employee, no e-mail is sent for notification.
It is also not possible to create a workflow for it, because in the workflow it is not possible to select "assigned user" as e-mail recipient.
Espo 7.0.9
Advanced pack 2.9.1


peter

[lazovic]

Hi peterberlin,

Please try to create a Workflow with:

Trigger Type: After Record Created
Conditions: All (All must be met) > Created By.Email
Actions: Update Target Record > Assigned User or Apply Assignment Rule.

[peterberlin]

Thank you for the quick reply.

I do not understand
An email arrives in a group account and a case is created.
The case is created and at some point is assigned to an employee "assigned user".

why "Trigger Type: After Record Created".?

[lazovic]

peterberlin,

I offered only one of the solutions without going into details.

We can change:

Trigger Type: After record updated
Conditions: All > Assigned User > changed.

Please test it.

If your don't receive an email about assigning, add to Workflow:

Action: Send Email > To Related: Assigned User > Email Template (about assigning).

[peterberlin]

Hello lazovic,
it works.
Thank you very much.
peter