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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Hi!
Based on the current functionality, the "Send automatic notifications only to contact" system setting (code: AutoNotifyOnlyContact) restricts notifications to just the Case contact. However, this applies globally and not selectively by Business Unit.
There is no built-in way to scope the "Send automatic notifications only to contact" system setting to a specific Business Unit—it is a global toggle. To achieve selective notification behavior by Business Unit, you would need to disable the global setting and implement a custom business process that sends notifications only to the primary contact for the targeted Business Unit, while allowing the default notification logic for others. To avoid duplicate emails, ensure your custom process fully replaces the standard notification for the specified Business Unit and does not trigger the default notification in those cases.