Consumer User notification for case created for them

[Kristi Ziehl]

We have a simple notification on a custom case table (caste type) to send to the consumer user when a new case record is inserted.  It works correctly when the case is created by an agent, but not when the consumer user themselves submits the case (via a record producer in the customer service portal).  We want them to be able to receive the email for their own cases no matter who created it.

Is this an ACL issue or is something else at play?  If ACL, what do you recommend?

[Hemant Ch]

Hi 

1. Check "Who will receive" in Notification 

Regards

Ch Hemant Kumar

[Sandhya Gurram]

Hi @Kristi Ziehl ,

Ideally it will trigger when contact is empty and consumer is not empty and doesn't depends on who created the case. Please check if the consumer field is populated correctly and notifications are enabled for that consumer.

Can you please add some screenshots for reference?

Thanks and Regards

Sandhya Gurram

[Kristi Ziehl]

This is how the notification is configured.  It sends when the record is inserted.  It goes to a the user in a custom field, u_affected_user, which is a reference to the sys_user table.  The sys_user table is has users that are both snc_internal and snc_external.  The snc_external users have the csm_consumer_user class.

[Ankur Bawiskar]

@Kristi Ziehl 

seems that user doesn't have read access on custom field u_affected_user and hence not working

If my response helped please mark it correct and close the thread so that it benefits future readers.