[SalesForce] Case creation in Lightning – Send notification email to contact option not sending email when Process updates record

Asking here to see if anyone knows about this interaction, and hoping to avoid initiating another month or more of frustration trying to work through Salesforce's Customer Support.

The situation is as follows:

  1. A user is creating a new Case through the Lightning UI
  2. User is providing a Contact for the case, and is checking the "Send notification email to contact" box
  3. "Save" button is clicked, starting the record insertion
  4. A Process is being run, which has an immediate action that updates the Case record being inserted
  5. The notification email does not get sent to the contact

This is only an issue when the case is created from the Lightning UI. When testing the same scenario, but from the Classic UI, the notification email is sent.

My org is very heavily customized, and the Case object has Process(es) (built using Process Builder), Workflow rules, and a trigger. I don't think those details are relevant though, because I was able to reproduce this in my personal developer edition org (which is still pretty vanilla) by simply creating a process that updates the newly inserted Case record.

What is it about Lightning that causes this failure? Is there a workaround (other than not using Lightning)?

+edit: The following critical update(s) have been applied to the org we're testing this in, prior to our tests for this issue:

  • Stop Automated Field Updates from Suppressing Email Notifications

Best Answer

At Derek's suggestion I'll turn my comment into an answer:

The problem sound like the known issue Send Notification Email to Contact on Cases does not send email. If I remember correctly this issue had been in review for quite some time, so requesting an update from support may unfortunately be in order.

There's also this known issue, which sounds similar, and may have the same underlying cause: "Send Email Notification to Contact" failing to trigger email in lightning when flow is attempting to create associated asset.

The last updated date on that case is 2019-06-27 (currently 7 1/2 months) and it's still in review. Depending on your patience, you may want to request an update on that case as well.

Related Topic