How to prevent mails to people in CC for case update for a specific Business unit
Hi,
I am looking for a way to selectively control email notification behavior based on a Case's Business Unit.
The Requirement: For any Case created or updated within a specific Business Unit, I need to ensure that individuals in the CC field do not receive automatic email notifications (Case Acknowledgements). Only the Primary Contact should receive the email.
What I’ve tried: I found the system setting: "Send automatic notifications only to contact." While this works perfectly to suppress CC emails, it is a global setting that affects the entire organization. I need to keep CC notifications active for all other Business Units.
The Challenge: Since this is a global system toggle, I cannot find a way to apply it conditionally.
My Questions:
- Is there a way to scope this system setting to a specific Business Unit without affecting the whole environment?
- If not, what is the best practice for overriding the default notification engine for one specific BU?
- If I have to disable the global setting and use custom flows instead, how do I ensure it doesn't trigger duplicate emails for the other Business Units?
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