Why standard Salesforce notification email is not being sent out when a record is assigned by Q-assign

Send custom notification whenever a record is assigned

Salesforce allows notifications to be sent whenever a record owner is changed and if you want to create a notification system so that an in-app alert is sent to the record owner, whenever a record is assigned by Q-assign, then please proceed as mentioned below.  This method uses the Salesforce built-in 'Process Builder' to evaluate some conditions and if all true then sends an in-app alert to the owner of that record.

  1. Go to Setup | Quick Find / Search | Process Builder
  2. Click on New to create a process builder and provide a process name and description
  3. Select A record changes for The process starts with dropdown
  4. Next, click on Add Object, and select your object from Object dropdown e.g., Case
  5. Select when a record is created or edited and click Save

  1. Click on Add Criteria, give a name, and set Conditions are met for Criteria for Executing Actions on the right side of the page
  2. Now add criteria or conditions in Set Conditions section:
    • Click on the 'search' icon for Condition 1, and search for the Owner ID fieldselect it and click Choose 
  • Set the 'Operator' to Is changed, 'Type' to Boolean, and 'Value' to True



  • Click on the +Add Row button then on the 'search' icon for Condition 2, and search for the Owner ID field (same as in Condition 1 above), select it, and click Choose
  • Set the 'Operator' to Starts with, 'Type' to ID, and 'Value' to 005
  • Click on the +Add Row button then on the 'search' icon for Condition 3, and search for the Q-assign Last Assigned Date field, select it and click Choose
  • Set the 'Operator' to Is changed, 'Type' to Boolean, and 'Value' to True



  1. Select All the conditions are met in Conditions and click Save
  2. Now, click on Add Actions, select Send Custom Notification as Action Type and give a name on the right side of the page
  3. If you have a Custom Notification Type already created, select it in the Notification Type
  4. Otherwise, you can create a new one by clicking the Setup link under Notification Type:


  1.  Select the Owner in the Notification Recipient:

13. To select the Owner field, click in the textbox right to it and select Owner ID or any other field which is selected as Object Owner Field in the Assignment Groups:

14. Enter the text in Notification Title, e.g.:

15. Enter text in Notification Body, e.g.:

16. Click Save and then activate the process builder by clicking the Activate button on the top right corner of the page

This set up is now ready to send Salesforce notifications to the new owners of the records using the criteria in Process Builder and the Custom Notification Type specified in the Notification Type.


Please contact us at support@ortooapps.com for any questions.

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