I'd like all members in a queue to receive a case email notification each time a case changes ownership from an user to a queue.
In the queue settings I leave Queue Email blank and Send Email to Members unchecked so all queue memebers should receive an email notification. However, none of the Queue Memebers receives it.
Only the user who owned the case before it was assigned to the queue receives an email notification becuase the Send Email Notification is checked when I changed the owner on the Case detail page.
How can the queue send a case email notification to all queue memebers?
Thank you!!
Best Answer
In case the documentation is unclear, if you don't check "Send Email to Members," they won't be notified.Consult the following truth table.Nobody is notified.All members are notified.Previously (before the Send Email to Members box), salesforce.com would notify one address or all members. There was no convenient way to suppress messages except to use a dummy email address on the queue email. Now, administrators have four options for whom to notify. The documentation appears to need updating, because it doesn't explicitly mention the "notify nobody" feature.When this answer was originally written, it appeared to work the way the original question was phrased; that the Send Email to Members box had to be checked. However, it appears that either the test was faulty or the behavior was broken and later fixed. If you want to send an email to nobody, you must still supply a dummy email address, as mentioned in this support article.