I have a requirement where an email should be fired only when the case ownership is changed in between the users. So for example i am working on a case and if want to give the case and its ownership to another person in the queue, i will change the case owner field and will save the record. At this point the new owner should get an email alert.
Most important thing is, Whenever a case owner ship gets changed from a user to the queue or from a queue to a user, this Email should not fire.
The checkbox (Notify case owners when case ownership changes )within the case settings is checked but for some reason it is not working properly. So i want to Accomplish this using a workflow.
Can anyone help me on how should i define the rule criteria.
Thank you.
Best Answer
You can probably use the
ISCHANGED()
andPRIORVALUE()
functions to accomplish this, along with the knowledge that Queue ids start with00G
, whereas User Ids start with005
.Something along the lines of
(I haven't actually tested this but hopefully this points you in the right direction)