Overview
This release focuses on clearer case communications and stronger case workflow controls. It adds new email-driven updates for submitters, introduces a structured On Hold process for Cases, and resolves issues affecting contact synchronization and required classification.
Internal Content
New Features
- On Hold case status: Cases can now be placed On Hold with a required future end date, giving teams a more controlled way to pause work without losing visibility. When the hold period ends, the Case automatically returns to In Progress and alerts the Case owner.
Enhancements
- Cleaner submitter notifications for Cases: Submitters now receive a more focused set of important updates, including when a Case is received, reassigned, and closed. This is designed to reduce notification fatigue while keeping communications relevant and trustworthy.
- Default email behavior updates: Updated case email defaults to better control outbound replies from the case email composer. New drafts now prioritize Case.SuppliedEmail as the recipient, and if the case contact’s email is different, both addresses are included. If the latest thread email is an internal urgent queue alert, the composer starts as a fresh message with a blank subject and body so the alert content is not pulled into the outgoing email. The default From address now follows the exact configured logic: CARTCase uses cart@stellarmls.com; otherwise queue-based cases use the mapped T&I address, with salesforcenoreply@stellarmls.com as the fallback.
- Urgent case email behavior updates: Urgent case queue email handling has been validated for release. When an urgent case is owned by a queue, the system sends the alert only to active queue members, including users added through nested public groups, using the Urgent_Case_Alert_Email_Template and the configured no-reply sender.
- Stronger subject classification requirements: Salesforce now requires a valid Subject Tree value whenever a Case is saved, helping improve routing, reporting, and consistency across manually created and Email-to-Case records. Validation messaging is also expected to appear inline and at the page level for better guidance.
Bug Fixes
- Stronger subject classification requirements: Salesforce now requires a valid Subject Tree value whenever a Case is saved, helping improve routing, reporting, and consistency across manually created and Email-to-Case records. Validation messaging is also expected to appear inline and at the page level for better guidance.