Process builder process interferes with sending of record owner change email notifications
Last updated 2017-06-10 ·Reference W-3178337 ·Reported By 521 users
When you have a Process Builder process activated (with update record action) on an object
If a user changes the record owner via the UI on that same object and checks the "Send Notification Email" checkbox, the new owner will not receive the owner change email notification
The same issue occurs even if the customer is using Apex to reassign the Cases and setting the DMLOptions to send the notify owner change Email.
UPDATE: Summer '17 includes a Critical Update Component called "Stop Automated Field Updates from Suppressing Email Notifications" which addresses this issue. Please refer to https://releasenotes.docs.salesforce.com/en-us/summer17/release-notes/rn_forcecom_process_emails.htm
Create a new Process for the Lead/Case object using the following criteria & action:
- Lead / Case
- Conditions are met
- Filter conditions are met
- [Case].Priority | Equals| String | High
- All of the conditions are met (AND)
- Lead / Case
- No criteria—just update the records!
- Description | String | updated
Activate this process, ensure your test Case record matches the process criteria, change the record owner via the UI and check "Send Notification Email" checkbox,
Once you change the owner they will not receive the owner change email notification
To replicate the issue from Apex, run the following code on anonymous window of Developer Console:
String CaseNumberVal = '00001047';
Database.DMLOptions dmlOpts = new Database.DMLOptions();
dmlOpts.EmailHeader.triggerAutoResponseEmail = true;
dmlOpts.EmailHeader.triggerUserEmail = true;
Case objCase = [select Id,subject,description,ownerId from Case where caseNumber=: caseNumberVal];
System.debug('objCase: ' + objCase);
objCase.ownerId = userinfo.getUserId();
Owner gets changed but they will not receive the owner change email notification
The workaround is to do the email notification actions via standard workflow or Apex triggers.
Reported By (521)
Is it Fixed?
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