Hi,
I’m trying to find a way that Case Update emails can be sent to the “assigned to” user for the account that the case has been raised under. But i can’t find anyway to do this.
Any ideas or suggestions?
But is it different from the “assigned to” user in the Case itself?
Can’t you copy that user over, from the Account to the Case, so that the email goes out to the correct person?
If you can’t (I mean, if it doesn’t match your business processes) I don’t think you’ll find an option for this except by tweaking the code (which shouldn’t be too difficult).
The account “assigned to” will be a account manager where as the case “assigned to” will be the engineer working on the case
How would i copy the “account assigned to” over to cases?
You can use a Workflow to do the copy, I believe. Or if you need more control, a logic hook.
Maybe you can think of an arrangement where you have an extra custom field to store the Engineer’s name. You can use this field for list view filters, dashlets, whatever you use for their “work lists”.
Or if you come to the conclusion that the “assigned to” mechanism works better for you, you could just replace the “assigned to” user temporarily, during the case save, to point to the account user, and then immediately set it back to the engineer after the email is sent.
… although it this point it is probably easier to add a bit of intelligence to the code that sends out the email, so that it implements your requirement.
I think this is what you need to change:
… though I’m not 100% sure, I just had a quick look at the code.
Maybe it’s possible to do a proper override of that method in a custom class, I don’t know. If not, you’ll have to do a change that isn’t upgrade-safe, and restore it after any upgrade that happens to change this file.