Manual case ownership changes and notification
Key Takeaway
When a user changes a case owner manually, they can select "Send Notification Email" to email the new owner with the Case Assigned Template. Turning on Notify Case Owners when Case Ownership Changes in Support Settings selects that checkbox automatically.
A manual case ownership change is when a person, not an assignment rule, moves a case to a different user or queue. Users can transfer a single case, reassign many cases at once, or take cases from a queue. Salesforce can email the new owner about the transfer. Admins control that email with a checkbox, a setting in Support Settings, and an email template.
Transferring cases to another user or queue
Users can transfer a single case or reassign many cases at once:
| Who can do it | Where | Who can be the new owner | |
|---|---|---|---|
| Transfer a single case | A user who owns the case or has read/write access to it | On the case detail page, click "Change" next to the Case Owner field | A user, partner user, or queue |
| Reassign many cases at once | An admin or a user with the Manage Cases permission | On any case list page, select the cases | One user or queue, for all the selected cases |
The Change link appears only on the case detail page, not on the edit page.
When a user transfers a single case, the new owner must have the Read permission on cases. Transferring a case that is related to an account requires Read and Assign permissions on that account, for both single changes and mass changes from a case list page.