Automated Email to Case Owner based on condition

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Posted on by Karuna Karan

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I have a requirement where an Escalation email has to go to a User when the Case is escalated.

The thing is I was able to create a Asynchronous WF which sends an email, however I would like to introduce a check condition. WF should check if Owner = User or Team. If User then send email to User's manager. If Team then send to Team's Admin.

Scratching my head on how to achieve this without pluggin or custom WF.

Any suggestions?

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a33ik 84,331 Most Valuable Professional on at

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There is a possibility to do that. Your check should look like following:

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Karuna Karan 1,212 on at

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I tried a similar method, however the WF is not triggering if the Owner = Team. The WF trigger is set to on change of 'Escalated On' field which is a Date&Time field. If the Owner = User, then it triggers.

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a33ik 84,331 Most Valuable Professional on at

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I'm really sorry but I don't understand your scenario. I replied your question regarding "WF should check if Owner = User or Team. If User then send email to User's manager. If Team then send to Team's Admin." and I'm pretty sure that check works because I used it before in similar scenarios.

Now your question changed so please write your whole scenario like:

- What's your goal

- What you've tried

- What doesn't work fine or not cover what you needed

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Karuna Karan 1,212 on at

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Alright, after a Case is created and the SLA fails (either first response, resolve by) the Case is set to Escalated (Escalated, Escalated On fields are populated). The WF is triggered everytime the Escalated On field value changes with a check condition (Escalated = Yes). Then the WF checks if the Case owner = User or Team. IF User then WF triggers and sends email to User's manager (Case>Owner>Equals>Case:Owning User). If Team, then Email should go to Team's Admin.

The issue is if the Owner is Team, then the WF is not executing for some reason.

See screenshot.

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a33ik 84,331 Most Valuable Professional on at

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Please check the scope of a workflow. What do you have inside? Try to use Organization.

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Karuna Karan 1,212 on at

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It worked after changing the scope to Organization. And the check Condition i used are, If Case>Owner>Equals>Owning User & Case>Owner>Equals>Owning Team.

Thanks for your help.

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a33ik 84,331 Most Valuable Professional on at

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If my replies helped you feel free to close thread marking my replies as answers.

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