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Melissa GomezMelissa Gomez 

Process Builder - Email alerts

We have a large company as a customer. They want specific different people in different locations to be automatically notified if one of their employees opens a service case with us. 

To do this, I’d like to be able to use the “serial number” field from the web-to-case form to act as the trigger. So, this way if a new web-to-case form is submitted with the case number #0123456789 (for example) then an email alert goes out to 5 specific email addresses.

I’ve created steps in my process builder, however, when testing, the serial number formula isn’t working. The email alert isn't going out. Here are some pictures below to show a little more. What am I doing wrong with the formula or the process? Any ideas?

User-added image
Best Answer chosen by Melissa Gomez
Peter ReidPeter Reid
can you try changing the diamond order?

If those are the only two diamonds, move "Closed" below "Alert to Customer"

Then, after you've moved the diamonds, click on where it says "Stop" next to the Alert to Custom" diamond and set to to "Evaluate The Next Criteria"


Also, in the criteria you have the serial number "equals" a specific serial number.  Are all the serial numbers for this going to be exactly the same?

All Answers

Peter ReidPeter Reid
can you try changing the diamond order?

If those are the only two diamonds, move "Closed" below "Alert to Customer"

Then, after you've moved the diamonds, click on where it says "Stop" next to the Alert to Custom" diamond and set to to "Evaluate The Next Criteria"


Also, in the criteria you have the serial number "equals" a specific serial number.  Are all the serial numbers for this going to be exactly the same?
This was selected as the best answer
Melissa GomezMelissa Gomez
Your suggestions worked! Can't believe it was as simple as the ordering of the diamonds - Thank you so much!

Right now, there are only 5 machines, each with specific serial numbers that we need to track. Each of those machines are tied to 5 different people - so I'll have to create separate diamonds and email alerts for each.
Does that make sense to you? Is there an easier way to do that. I'd like to avoid using up diamonds in the process....
Peter ReidPeter Reid
I don't think you need a diamond for each. 

Go to the "Alert to Customer" diamond and modify the critiera.  Add in all the serial numbers.
So clone the process, then since you have five serial numbers, under the conditions add in all five, so pick the field

Status....Equals.....New
Associate....Equals....Serial Numbers
Associate....Equals....Serial Numbers
Associate....Equals....Serial Numbers
Associate....Equals....Serial Numbers
Associate....Equals....Serial Numbers

Then change it to custom logic
1 AND (2 OR 3 OR 4 OR 5)


Let me know if that works and don't forget to mark best answer if it resolved your issue!
Peter ReidPeter Reid
actually hang on there - if it's five different people do you need a custom email alert to each of those five?  If so, you'll need five different diamonds each specifying their serial number.  Just copy your first diamond exactly for each and swap out the seial number on each diamond.


What I just suggested above will send all five customers an alert any time one of them submits a case, which probably isn't what they want