Fail to send auto-response email for Cases when Workflow/Process performs field update
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Fail to send auto-response email for Cases when Workflow/Process performs field update

Apex , Service , Workflow

Last updated 2017-04-14 ·Reference W-2555311 ·Reported By 17 users

Fixed - Summer '16

- Case auto-response email not being sent when active Workflow/Process performs update on new case record.

- Actual Result:
User does not receive auto-response email as specified in Case auto-response rule definition.

- Expected Result:
User receives auto-response email as expected.

1. Create a workflow rule to trigger on case.

Case: Case Ownerstarts with <owner name>
Evaluation Criteria: Evaluate the rule when a record is created, and any time it’s edited to subsequently meet criteria.
Workflow Actions: New Task

2. Create a Apex Trigger on Task( after insert, after update) to update the associated case.


trigger NewTaskTouchCase on Task (after insert,after update) {
Map<Id,Case> casestoUpdate = new Map<Id,Case>();

for (Task {

if (tsk.WhatId!=null) {
String whatId = tsk.WhatId;
String whatIdPrefix = whatId.substring(0,3);

if (whatIdPrefix.equalsIgnoreCase('500')) {
Case c = new Case(Id=tsk.WhatId);

casesToUpdate.put(tsk.WhatId, c);


try {
if (casesToUpdate.size()>0) {
List<Case> cases = casesToUpdate.values();
update cases;

} catch (System.DmlException e) {

Try the steps to reproduce:

1.Log in as User1.

2.Create a new case.

3.Save the record.

4. Change the case owner to User2 (Match the caseowner in workflow criteria). Ensure, the email address for User2 is updated to yours and the option "Send Email Notification" is checked.

5. Email notification is not received.

6. De-activate the trigger and try the steps to reproduce from 1 to 4. Email Notification will be received.

1. Add the following lines of code in the trigger

Database.DMLOptions dmo = new Database.DMLOptions();
dmo.EmailHeader.triggerUserEmail = true;

// Do this after you create each Case

2. If a process builder flow is used to perform the DML, replace it with a workflow email update or an apex trigger.

29th March 2016: This will be addressed via this Known Issue:

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP24 AP25 AP26 AP27 AP28 CS1 CS2 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS119 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS123 CS122 CS121 CS126 CS127 CS129 CS128 CS125 CS124 CS137 CS138 CS133 CS132 CS14 CS148 CS142 CS159 CS152 CS151 CS15 CS162 CS16 CS169 CS165 CS160 CS173 CS17 CS174 CS18 CS189 CS194 CS192 CS193 CS190 CS191 CS199 CS197 CS19 CS198 CS196 CS195 CS20 CS200 CS202 CS201 CS203 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS46 CS47 CS49 CS50 CS53 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS84 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS94 CS95 CS96 CS97 CS98 CS999 CS99 EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 EU33 EU34 EU35 EU36 EU37 EU38 EU39 EU40 EU41 EU42 EU43 EU44 EU45 EU46 EU47 EU48 IND1 IND2S IND3S IND5 IND7 IND9 NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA125 NA124 NA122 NA120 NA126 NA127 NA123 NA129 NA121 NA128 NA138 NA134 NA133 NA136 NA135 NA132 NA131 NA130 NA137 NA139 NA140 NA142 NA141 NA149 NA146 NA147 NA148 NA154 NA158 NA159 NA153 NA151 NA155 NA152 NA150 NA156 NA172 NA174 NA171 NA173 NA196 NA202 NA21 NA61 NA62 NA64 NA65 NA66 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5 UM6 UM7

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