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problem notification on case assignment

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  • problem notification on case assignment

    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
    Click image for larger version  Name:	benachrichtigung_cas.jpg Views:	0 Size:	70.6 KB ID:	79873

    peter
    Last edited by peterberlin; 04-14-2022, 07:39 AM.

  • #2
    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.

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    • #3
      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".?

      Comment


      • #4
        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).

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        • #5
          Hello lazovic,
          it works.
          Thank you very much.
          peter

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