Automatic Email on Case Assigment?

Hi Tim Hoffmann ,

Here a few ways you can achieve this in Sugar:

• Enable Assignment Notifications: There is a setting that, when enabled, will send out notifications any time the assigned user on a record is changed by someone other than the assigned user. The 'Assignment Notifications' configuration can be found by going to Admin > System Email Settings:
  
  This setting applies for all modules, not just the 'Cases' module, so consider whether you want that behavior for your users. In order for this configuration to work, users must also have the 'Email on Assignment' option enabled under their user profile:
  
  If you don't want certain users to ever receive assignment notifications for any Sugar record, you can disable the setting in their user profile and leave it enabled for the users who should receive the notifications. One thing to note is that you have no ability to customize the email notification sent by this feature without modifying code.
• SugarBPM: Using SugarBPM, you can send out assignment notifications for a simple condition (e.g. assigned to user changes) to increasingly complex sets of conditions (e.g. assigned to user changes, the case is in an open status, and the case is not a low priority). You have the flexibility to configure the email alert specific to your business requirements. If you wanted to send assignment notifications for modules besides Cases, you would need to set up a process definition for each additional module.

Both options require an outbound account to be appropriately configured under the Admin > System Email Settings. I also recommend only using one or the other option or users will receive multiple assignment emails for any module you have configured in SugarBPM since the system-wide option would also send an alert for those records.

Chris

I did the BPM route as our sales team didn't like being notified of all the changes made/updates.

Hi Tim, I did the same as Michelle (BPM notifications) since the users didn't want notification of all assignments in the system.