Question
When a case is created in the email notification is sent up to either the Assignees Group or both the Assignees Group and Assignee.
After manual case creation nothing went out to the Help Desk Department Assignees group.
The email template that is supposed to go out when a case is created.
Answer
The reason why there was no email to case group is the fact that case was created manually, while source selected is email. In this case business process reads the activity (email), but there is no activity linked to the case:
In case source is not an email the business process sends an email based on other elements.
Please, do not select the source "email" if there is no emails linked in order to prevent having this situation in the future.