Are your Salesforce Queue Members being bugged by Owner change notifications?

October 24, 2013 Appirio

By Enda Traynor

Have you ever experienced the scenario where changing the Owner of a record in Salesforce to be a Queue, has triggered a notification email to all Queue Members despite having the Send Email to Members checkbox unticked?

I was seeing this issue in a client’s org and after much time spent banging my head off a brick wall (and a little googling), I still couldn’t figure out why the notification emails were being sent. I checked workflows, code and all of the settings I could think of but all to no avail.

That was until I hit up our resident Salesforce-quirks-guru Eric Praud who pointed me in the right direction.

What Eric knew, and I was soon to find out, is that the specific scenario I was encountering had a slight quirk that also needed to be addressed.

This piece of Salesforce functionality is documented in point 4 on this Salesforce Success Community help page.

Choose email notification settings for the queue:

To Notify

You Must

One email address when new records are placed in the queue

Add an email address to Queue Email.

You can add an email address for an individual user or an email distribution list.

All queue members individually when new records are placed in the queue

Leave Queue Email blank.

All queue members and the Queue Email individually when new records are placed in the queue

Add an email address to Queue Email and check Send Email to Members.

So, what this means is, if you don’t want to send an email to all members of the Queue, you must have an email address in the Queue Email field of the Queue.

The email provided can even be a fake one (like above) and this update now means that each Queue member no longer receives the change Owner notification email. Sorted!

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