Notifications are sent to the assignee/assignee group only if a case has become active and the [Assignee] and/or [Assignee group] fields are populated. Notifications are sent to the assignee/assignee group only if an active case has been assigned to an assignee/assignee group.
A case is considered active if it is in one of the following states: “New,” “In progress” or “Reopened.”
Notifications are sent to the assignee if the [Assignee] field is populated. The [Assignees group] field and be either empty or populated.
Notifications are sent to the assignees group if the [Assignees group] field is populated and the [Assignee] field is not. In this case, in the [To] field is automatically populated with email addresses of all group members.
The notification text sent to the assignee/assignees group is set up in the [Emails templates] lookup.