Process builder process interferes with sending of record owner change email notifications
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Process builder process interferes with sending of record owner change email notifications

Process Builder

Last updated 2017-06-10 ·Reference W-3178337 ·Reported By 521 users

Fixed - Summer '17

Summary
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

Repro
Create a new Process for the Lead/Case object using the following criteria & action:

Criteria
- Lead / Case
- Conditions are met
- Filter conditions are met
- [Case].Priority | Equals| String | High
- All of the conditions are met (AND)

Action
- 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.AssignmentRuleHeader.useDefaultRule= true;
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();
objCase.setOptions(dmlOpts );
update objCase;

Owner gets changed but they will not receive the owner change email notification

Workaround
The workaround is to do the email notification actions via standard workflow or Apex triggers.

Reported By (521)

Abhijit Bhagwat Kendel Ahnell Robert Slone 繭子 佐藤 James Gaither Rob Kravitz Jackie Toomey David Bruce Admin ACF Solutions Priyanka Taunk Admin User Azlan Ahmad Alexander Schätzle Rusyidah Shuaib Michael Watts Jananii Guruswamy Juinn Hin Chua Angela Hopkins Shahiruni Wahida Che Saidi Susan Howard Salmah Salwa Ariffin Susan Love Mark Ramsell PRABHAKAR HARI Sarah Grove Michael Gold Gene Bradley NG User Salesforce Administrator April Padovan Pattie Milner Paresh Tank Carlo Cortese Andy McIntyre Benedikt Rumpf Jessica Leigh Doug Yeager Shinya Tsuzaki Gaylene Dickens Matthew Straney Kirra Greye Stefan Sandmann Pavani Akella Fahmin Sahabuzan Maria Dyer Vei Chong Fahmin Sahabuzan1 ars huntxd Gary Chan Ezra Soleymani Justin cloudsosius Kevin Fan Jason Walke Brahma Chaitanya Yalavarthi Will Koscielny Desmond Tan Katie Stull Nicolo' Trimoldi Heidi Traywick John Brundage Chloe Majors - (Inactive) Debra Love Shravan Mylarapu Tony Tran Anna Thermou Scott Fraser Vivek Thanu Chris Chahinian Mallik Kongara Scimedico Sales Kyle Ogilvie Anurag Joshi Adam Amaro Monique Castel Sony Alladi Cliodhna Egan 蘇鴻森 Elson Su Lynn Thomas Stacey Way Natasha Marone Ross Pennington Tim Wierzbicki Paul Narsavage Vishaal Prasad Adrian Wright Gina Cockrum Cindy Schwake Louisa Reynolds Hilary Henderson Carol Ellison Justin Wright Katherine Jarosz Joe Robinette Aline Korn Scott Berriman Brian McClintic Thomas Nieman Lucian Bala Linda Ernst Christian Schwarz Miriba Messina Peter Steinebach Markus Schmid Viktoria Seelich Paul Thompson Peter Heß Johannes Burger Anand Kulkarni Mihai Burada Lucian Bala Bogdan Cimpoesu Michael Michalski Mike René Kölblin Usha Charles Jeff Dunn Harold Bradley Marc Taub Joseph Bohon Lucas Macedo Jodie Miners Admin Misgav Nicole Wolf Martie Ripson Eric Small Todd Hagler Brian Vander Yacht Jody Martin Jack Voss Jason Hone Kirsty Lister Ashok Boggarapu Eduardo Cano Celaya Robin De Bondt Poorna Kashibhotla David Tripp Søren Borch Clara Selis Christopher Smith Amrit Sharma Darlin Estiven Guerrero Mosquera Juan Robles Cloud Industry Michal Hruška Ryan Petersen Tim Saunders Matt Weggen Jenny Ji Nitin Shivashankara Rejosh Mohan Kevin Crews Ofri Heffetz Mark Jones Erin Rico-Allen Kevin Carothers Kevin Carothers StarrData Admin Daniel Cripps Madhav Kakani Rob Alexander Rob Alexander Emmanuel Ventura Jack Volkov John Chacon Kim Headrick Mattias Nordin Sathvika Reddy Meghan Friend Margherita MANZELLA Jan Halberstadt Kieran Kirkpatrick Lorenzo Williamson Daniel Kearney Joel Rankin Brian Abrams Victor Veisbergs Magnus Vogel Richard Schnitzler Tobias Hagge Stephen Long Reshma Ankaiah Cicily Punauakee Eirik Ackerman Andy Boettcher James Loghry Jonathan Chow Thomas Shepard Thomas Shepard Arman Figueroa Thomas Shepard Thomas Shepard Ashley Nhan Ashley Nhan Ashley Nhan Ashley Nhan Wes Hamasaki Wes Hamasaki Wes Hamasaki Scott Goldammer Lisa Katzinger Nora Yosten Rob Kaplan Nicolas Anica Yannic Biermann Salim Najera-Amin Jesse Hobbs Dan Boudreau James Patterson Ankit Saxena Srinivas Bhattiprolu Anand palanisamy Bobby Capulong Mariano Jover Kaamil Siddiqui Karanraj Sankaranarayanan Mahmoud Odeh Devesh Panwar Sidhartha Sankar Barik Anthony Wales Ido Greenbaum Kevin Hart Harald Proksch Andy O'Neal Hanumantharao Bollineni Rejith Varma Jason Phan Avril Kirwan James McMichen Brandon Cox Eric Cirincione Jorge Romero DOUG HEEND Lisa Katzinger Minh Ma Karishma Patel Shawn Clark Gary Arsenian Rafał Kopaczewski Keri-An Richards Carolyn Price SFadmin Jonathan Meltzer Kristen Runyon Paul Kim Daniel Mora Richard Bandoy Sujit Mandal Andrew Hansen Brian Biasini Nag Reddy Will Hayes Ryan Hanson Vincent Ducheyne David Thuo Megan Moody Melissa Hwang Karanraj Sankaranarayanan Karla Hansen Immanuel Williams Administracion Salesforce TCE Chris Poole Min Patel Sumanth Kusampudi Dawn Badham Ranjith Kumar Sarah Ortiz Laura McCraven Sujit Pillai Nidish Rekulapalli Aditya Vinnakota Ben Bromberg Service Wise Stefan Obst Erik Nelke Pritam Shekhawat Matthew Green Aaron Persich Scott Stith Linda Sirmans **थબਇદझગड&\一10a! 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