Case Owner is not receiving email notifications when a new comment is added to a case

The Case Owner is not receiving email notifications when a new comment is added to a case.

  • Aug 28, 2024
  • Knowledge

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https://kb.vicasso.com/?kb=000004371
Symptoms
The Case Owner is not receiving email notifications when a new comment is added to a case.
Solutions

There is a setting on the Support Settings page in Salesforce that dictates if the Case Owner receives an email notification when a new comment is added to a case.

To ensure the Case Owners receive an email notification when a new comment is added, navigate to  Setup > Support Settings.

On the Support Settings page, click the Edit button. 

Check the box next to Notify Case Owner of New Case Comments.

notify of new comments.png

Navigate to the Setup Wizard for E2CP. On the Inbound Configuration page, choose the Trigger User Emails option.

trigger user emails.png


Troubleshooting Tip: An email notification will not be sent if the Case Owner is the same user as the Context User for the Email Service’s routing address. Salesforce recognizes that the case owner created the comment, and therefore would not need an email notification. Salesforce is unable to distinguish an automated action performed by a user from a manual action. We recommend you assign a dedicated API user as the Context User or select a user who will never own a case.

Troubleshooting Tip: Log in to Salesforce as the context user specified in your routing address. Add a comment to the case in question using the standard Salesforce new comment page. If an email is sent to the Case Owner, contact Vicasso for troubleshooting assistance. If an email is not sent, contact your Salesforce administrator, consult Salesforce Help & Training, or open a case with Salesforce support.

Troubleshooting Tip: Verify the case owner's email address is valid, particularly in sandbox environments where email addresses are often appended with .sandbox name making emails undeliverable.

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Additional Information
Title
Case Owner is not receiving email notifications when a new comment is added to a case
URL Name
Case-Owner-is-not-receiving-email-notifications-when-a-new-comment-is-added-to-a-case