CaseSettings | Metadata API Developer Guide

In the package manifest, all organization settings metadata types are accessed using the Settings name. See Settings for details.

File Suffix and Directory Location

CaseSettings values are stored in the Case.settings file in the settings directory. The .settings files are different from other named components because there’s only one settings file for each settings component.

Version

CaseSettings is available in API version 27.0 and later.

Fields

Field Name	Field Type	Description
caseAssignNotificationTemplate	string	Specifies the email template used for case assignment notifications. The format must be folderName/emailTemplateName. Lightning email templates aren’t packageable. We recommend using a Classic email template.
caseAutoProcUser	boolean	Indicates whether to create an automated response record after a customer’s initial email (`true`) or not (`false`).
caseCloseNotificationTemplate	string	Specifies the email template used for case close notifications. The format must be folderName/emailTemplateName. Lightning email templates aren’t packageable. We recommend using a Classic email template.
caseCommentNotificationTemplate	string	Specifies the email template used for case comment notifications. The format must be folderName/emailTemplateName. Lightning email templates aren’t packageable. We recommend using a Classic email template.
caseCreateNotificationTemplate	string	Specifies the email template used for case create notifications. The format must be folderName/emailTemplateName. Lightning email templates aren’t packageable. We recommend using a Classic email template.
caseFeedItemSettings	FeedItemSettings[]	Specifies the settings for feed items in feed-based case page layouts. This field is available in API version 32.0 and later.
caseFeedReadUnreadLtng	boolean	Indicates whether unread feed items are shown in bold in Lightning Experience (`true`) or not (`false`).
caseMergeInLightning	boolean	Indicates whether Case Merge is enabled in Lightning Experience (`true`) or not (`false`).
closeCaseThroughStatusChange	boolean	Indicates whether `Closed` is included in the Case Status field on case edit pages (`true`) or not (`false`).
defaultCaseFeedLayoutOn	boolean	Indicates whether the default Case Feed layout is used in the org (`true`) or not (`false`).
defaultCaseOwner	string	Specifies the default owner of a case when assignment rules fail to locate an owner.
defaultCaseOwnerType	string	Specifies whether the default case owner is a user or a queue.
defaultCaseUser	string	Specifies the user listed in the Case History related list for automated case changes from: Assignment rules Escalation rules On-Demand Email-to-Case Cases logged in the Self-Service portal Lightning email templates aren’t packageable. We recommend using a Classic email template.
emailActionDefaultsHandlerClass	string	Use this Apex class name to provide default values for the email action.
emailToCase	EmailToCaseSettings	The organization's Email-to-Case settings.
enableCaseFeed	boolean	Indicates whether Case Feed is enabled (`true`) or not (`false`).
enableCollapseEmailThread	boolean	Indicates whether earlier messages in an email thread are removed from email feed items (`true`) or not (`false`). Available in API version 47.0 and later.
enableDraftEmails	boolean	Indicates whether draft emails are enabled (`true`) or not (`false`). Enabling email drafts requires that Case Feed and Email-to-Case are also enabled.
enableEarlyEscalationRuleTriggers	boolean	Indicates whether early triggers on escalation rules are enabled (`true`) or not (`false`).
enableEmailActionDefaultsHandler	boolean	Indicates whether the Email Action Default Handler setting is enabled (`true`) or not (`false`). Use this setting to select an Apex class to load a default template or to specify the default target fields for the email action.
enableEmailContactOnCasePost	boolean	If `true`, the case contact is notified by email when someone makes an externally visible post on a case in an Experience Builder site.
enableEscalateQfiToCaseInternal	boolean	If `true`, moderators can create cases from Question feed items in Chatter in your organization.
enableEscalateQfiToCaseNetworks	boolean	If `true`, moderators can create cases from Question feed items in Chatter in all Experience Builder sites where Chatter Questions is enabled.
enableExtNetworksCaseFeedEnabled	boolean	If `true`, site members can see case-related emails, comments, and updates in the case feed.
enableMultiLangSolnSrchCSS	boolean	Indicates whether multilingual searching for Solutions in self-service portals is enabled (`true`) or not (`false`).
enableMultiLangSolnSrchPKB	boolean	Indicates whether multilingual searching for public Solutions is enabled (`true`) or not (`false`).
enableMultiLangSolution	boolean	Indicates whether multilingual Solutions are enabled (`true`) or not (`false`).
enableNewEmailDefaultTemplate	boolean	Indicates whether default email templates are enabled (`true`) or not (`false`). Default email templates are available only if draft emails are enabled. Lightning email templates aren’t packageable. We recommend using a Classic email template.
enableSolutionCategory	boolean	Indicates whether browsing for Solutions is enabled (`true`) or not (`false`).
enableSolutionInlineCategory	boolean	Indicates whether using inline Solutions category breadcrumbs is enabled (`true`) or not (`false`).
enableSolutionShortSummary	boolean	Indicates whether Solutions summaries are enabled (`true`) or not (`false`).
enableSuggestedArticlesApplication	boolean	Indicates whether the Suggested Articles list appears on case pages. (`true`) or not (`false`). Is only valid if enableSuggestedSolutions=`false`.
enableSuggestedArticlesCustomerPortal	boolean	Indicates whether the Suggested Articles list appears on customer portal pages (`true`) or not (`false`). Is only valid if enableSuggestedSolutions=`false`.
enableSuggestedArticlesPartnerPortal	boolean	Indicates whether the Suggested Articles list appears on partner portal pages (`true`) or not (`false`). Is only valid if enableSuggestedSolutions=`false`.
enableSuggestedSolutions	boolean	Indicates whether the View Suggested Solutions or Find Articles button appears on case detail pages (`true`) or not (`false`). Is only valid if enableSuggestedArticlesApplication, enableSuggestedArticlesCustomerPortal, and enableSuggestedArticlesPartnerPortal=`false`.
escalateCaseBefore	boolean	Indicates whether early triggers are enabled to escalate a case (`true`) or not (`false`).
genericMessageEnabled	boolean	Indicates whether generic messages are enabled (`true`) or not (`false`).
keepCaseMergeRecords	boolean	If `true`, duplicate cases aren’t deleted after a case merge.
keepRecordTypeOnAssignmentRule	boolean	When applying assignment rules to manually created records, indicates whether to keep the existing record type (`true`) or to override the existing record type with the assignee’s default record type (`false`).
newEmailDefaultTemplateClass	string	Specifies the Apex class that defines the default email template for new email messages in Case Feed. This field appears only when enableNewEmailDefaultTemplate`=true`. Lightning email templates aren’t packageable. We recommend using a Classic email template.
notifyContactOnCaseComment	boolean	Indicates whether contacts who aren’t members of your Self-Service portal can be notified when a new comment is added to a case (`true`) or not (`false`).
notifyDefaultCaseOwner	boolean	Indicates whether the default case owner is notified when assigned a new case (`true`) or not (`false`).
notifyOwnerOnCaseComment	boolean	Indicates whether the case owner is notified when a comment is added to a case (`true`) or not (`false`).
notifyOwnerOnCaseOwnerChange	boolean	Indicates whether the Send Notification Email checkbox on cases is automatically selected when users change a case owner to another user (`true`).
predictiveSupportEnabled	boolean	Indicates whether predictive support is enabled (`true`) or not (`false`).
showEmailAttachmentsInCaseAttachmentsRL	boolean	Indicates whether the case Attachments related list shows email attachments. If `true`, the page displays an email icon next to each attachment from an email in the Attachments related list for cases. The related list’s list view also includes a Source column that identifies the attachment’s origin. If `false`, email attachments aren’t displayed in the Attachments related list for cases. This field is available in API version 40.0 and later.
showFewerCloseActions	boolean	Indicates whether the Save & Close button on case edit pages and the Cls link on Cases related lists are hidden (`true`) or shown (`false`).
systemUserEmail	string	Specifies the email address used when the default case user is the system user.
useSystemEmailAddress	boolean	Indicates whom case comment, case attachment, and case assignment email notifications appear to be sent from. Use `true` to show notifications as sent from a system address. Use `false` to show notifications as sent from the user or contact who is updating the case.
useSystemUserAsDefaultCaseUser	boolean	Indicates whether the system user is used as the automated case user (`true`) or not (`false`). If false, then you must specify a value for the defaultCaseUser field.
visibleInCssCheckbox	boolean	Sets the default visibility of a case as indicated by the Visible in CSS option on the case edit page. If `false`, the case is visible in CSS by default. If `true`, CSS visibility is off.
webToCase	WebToCaseSettings	The organization's Web-to-Case settings.

EmailToCaseSettings

Represents an organization's Email-to-Case settings.

Fields

Field Name	Field Type	Description
enableEmailToCase	boolean	Indicates whether Email-to-Case is enabled (`true`) or not (`false`). Note: After Email-to-Case is enabled, it can't be disabled.
enableE2CAttachmentAsFile	boolean	Indicates whether to save attachments sent using Email-to-Case as Salesforce Files (`true`) or not (`false`).
enableE2CDeduplicateAttachments	boolean	When Email-to-Case receives an inbound email to thread to an existing case, attachments in the email that already exist on the case are not saved as new records and are instead linked to the new email (`true`).
enableE2CExternalServer	boolean	Indicates whether emails can be sent via an external service such as Gmail or Outlook, rather than the Salesforce email service (`true`). External outbound email services are available in Lightning Experience only.

enableE2CSourceTracking	boolean	Indicates whether Set Case Source to Email is enabled (`true`) or not (`false`). After you enable this setting, the Case Source field is updated to `Email` for all cases that originate from Email-to-Case. Associated emails are marked as `Read` when the agent opens the case.
enableHtmlEmail	boolean	Indicates whether HTML email is enabled (`true`) or not (`false`).
enableNewtoReadTriggers	boolean	Indicates whether the email status change invokes triggers when emails open in Case feeds or from Email Message records in Lightning (`true`) or not (`false`).
enableOnDemandEmailToCase	boolean	Indicates whether On-Demand Email-to-Case is enabled (`true`) or not (`false`).
enableThreadIDInBody	boolean	Indicates whether the Thread ID for a case is inserted in the body of an email (`true`) or not (`false`). This is applicable only to orgs that do not use Lightning Threading.
enableThreadIDInSubject	boolean	Indicates whether the Thread ID for a case is inserted in the subject line of an email (`true`) or not (`false`). This is applicable only to orgs that do not use Lightning Threading.
enableThreadTokenInBody	boolean	Indicates whether a threading token is appended in the email body when agents send an email from a Lightning email composer (`true`) or not (`false`). This is applicable only to orgs using Lightning Threading.
enableThreadTokenInSubject	boolean	Indicates whether a threading token is appended in the email subject when agents send an email from a Lightning email composer (`true`) or not (`false`). This is applicable only to orgs using Lightning Threading.

notifyOwnerOnNewCaseEmail	boolean	Indicates whether the owner of a case receives a notification when a new email related to the case is received (`true`) or not (`false`).
overEmailLimitAction	EmailToCaseOnFailureActionType (enumeration of type string)	Specifies what happens to email messages that are received after an organization exceeds its daily Email-to-Case limits. Valid values are: `Bounce` `Discard` `Requeue`
preQuoteSignature	boolean	Indicates whether the user signature is inserted after the reply but before the email thread in an outbound email (`true`) or at the end of the email (`false`).
routingAddresses	EmailToCaseRoutingAddress[]	The organization's Email-to-Case routing addresses and their attributes. Removing an address from this list deletes it from the target org.
replyWithNewContentOnly	boolean	Indicates whether previous thread content in excluded from replies, to reduce the size of outgoing emails (`true`) or not (`false`).
showGeneratedEmailCheckbox	boolean	Indicates whether senders are required to confirm that they reviewed emails written by Einstein (`true`) or not (`false`).
unauthorizedSenderAction	EmailToCaseOnFailureActionType (enumeration of type string)	Specifies what happens to email messages received from invalid senders. Valid values are: `Bounce` `Discard`
useEmailHeadersForThreading	boolean	Indicates whether metadata from incoming emails is used to match replies with cases if token-based threading doesn't produce a match (`true`) or not (`false`).

EmailToCaseRoutingAddress

Represents an organization's Email-to-Case routing address.

Fields

Field Name	Field Type	Description
addressType	EmailToCaseRoutingAddressType (enumeration of type string)	Specifies the type of Email-to-Case routing address. Valid values are: `EmailToCase`—A routing address used with Email-to-Case or On-Demand Email-to-Case. `Outlook`—A routing address used with Salesforce for Outlook to create cases from Outlook. Requires that On-Demand Email-to-Case is enabled.
authorizedSenders	string	Specifies the email addresses or domains from which On-Demand Email-to-Case can receive email. Include multiple entries in a comma-separated list.
caseOrigin	string	Specifies the default case origin for cases created through this routing address.
caseOwner	string	Specifies the default owner of cases created through this routing address. The case owner can be either a user or a queue. Specify the case owner using a Salesforce username. Specifying a case owner here in the routing address sets a value of defaultCaseOwner in CaseSettings.
caseOwnerType	string	Specifies whether the default case owner is a user or a queue.
casePriority	string	Specifies the default case priority for cases created through this routing address.
createTask	boolean	Indicates whether a task is automatically assigned to the case owner when a case is created through an email (`true`) or not (`false`).
emailAddress	string	Specifies the email address used to route email messages that are submitted as cases.
emailServicesAddress	string	Specifies the Salesforce-generated routing address used for setting up Email-to-Case forwarding. This field value is read-only and can't be modified.
fallbackQueue	string	Defines which queue to use when emails can’t be routed with the specified Omni-Channel flow. This queue must use Case as the service channel object. Available in API version 56.0 and later.
isPermsetControlled	boolean	Indicates whether users’ access to the email routing address is controlled by a permission set. If `true`, only users with access via a permission set can use the routing address to send emails.
isVerified	boolean	Indicates whether the customer has verified the routing address (typically by clicking a confirmation email). This field value is read-only and can't be modified.
newEntityRecordType	string	Sets the Case Record Type used for new Cases that are created from emails sent to that specific routing address. If not provided, Salesforce uses the org’s default Case Record Type for the user/context handling Email-to-Case. Ensure the record type exists and is active on Case.
routingFlow	string	Specifies the name of an Omni-Channel flow that routes cases generated in Email-to-Case. Available in API version 56.0 and later.
routingName	string	Specifies the name of the Email-to-Case routing address.
saveEmailHeaders	boolean	Indicates whether email routing and envelope information are saved (`true`) or not (`false`).
taskStatus	string	Specifies the default status on tasks automatically assigned to the case owner when email is submitted as a case. Only applies if createTask is set to `true`.

FeedItemSettings

Represents an organization's feed item settings. Available in API version 32.0 and later.

Field Name	Field Type	Description
characterLimit	int	Specifies the maximum number of characters displayed for each feed item.
collapseThread	boolean	Removed. Indicates whether earlier messages in an email thread are removed from email feed items (`true`) or not (`false`). Available in API versions 27.0 to 46.0.
displayFormat	FeedItemDisplayFormat (enumeration of type string)	Indicates how email feed items are displayed. Valid values are: Default—Blank lines in email feed items are displayed. HideBlankLines—Blank lines in email feed items aren’t displayed.
feedItemType	FeedItemType (enumeration of type string)	The type of feed item to which the settings apply. For FeedItemSettings, the only valid feedItemType value is EmailMessageEvent.

WebToCaseSettings

Represents an organization's Web-to-Case settings.

Fields

Field Name	Field Type	Description
caseOrigin	string	Specifies the default case origin for cases created through this web form. Applies only if enableWebToCase is set to `true`.
defaultResponseTemplate	string	Specifies the default template used for email responses to cases that are submitted through a Self-Service portal. Applies only if enableWebToCase is set to `true`. Lightning email templates aren’t packageable. We recommend using a Classic email template.
enableWebToCase	boolean	Indicates whether Web-to-Case is enabled (`true`) or not (`false`).

Declarative Metadata Sample Definition

This code sample is an example of a case settings file.

1<?xml version="1.0" encoding="UTF-8"?>
2<CaseSettings xmlns="http://soap.sforce.com/2006/04/metadata">
3    <caseAssignNotificationTemplate>
4        unfiled$public/SupportCaseAssignmentNotification
5    </caseAssignNotificationTemplate>
6    <caseCloseNotificationTemplate>
7        unfiled$public/SupportCaseCloseNotification
8    </caseCloseNotificationTemplate>
9    <caseCommentNotificationTemplate>
10        unfiled$public/SupportCaseCommentNotification
11    </caseCommentNotificationTemplate>
12    <caseCreateNotificationTemplate>
13        unfiled$public/SupportCaseCreateNotification
14    </caseCreateNotificationTemplate>
15    <closeCaseThroughStatusChange>true</closeCaseThroughStatusChange>
16    <defaultCaseOwner>admin@acme.com</defaultCaseOwner>
17    <defaultCaseOwnerType>User</defaultCaseOwnerType>
18    <defaultCaseUser>admin@acme.com</defaultCaseUser>
19    <emailToCase>
20        <enableEmailToCase>true</enableEmailToCase>
21        <enableHtmlEmail>false</enableHtmlEmail>
22        <enableOnDemandEmailToCase>true</enableOnDemandEmailToCase>
23        <enableThreadIDInBody>true</enableThreadIDInBody>
24        <enableThreadIDInSubject>true</enableThreadIDInSubject>
25        <notifyOwnerOnNewCaseEmail>false</notifyOwnerOnNewCaseEmail>
26        <overEmailLimitAction>Bounce</overEmailLimitAction>
27        <preQuoteSignature>true</preQuoteSignature>
28        <routingAddresses>
29            <addressType>EmailToCase</addressType>
30            <authorizedSenders>user@acme.com</authorizedSenders>
31            <caseOrigin>Email</caseOrigin>
32            <casePriority>Medium</casePriority>
33            <createTask>true</createTask>
34            <emailAddress>support@acme.com</emailAddress>
35            <routingName>EmailToCaseRoutingAddress1</routingName>
36            <saveEmailHeaders>true</saveEmailHeaders>
37            <taskStatus>Not Started</taskStatus>
38        </routingAddresses>
39        <routingAddresses>
40            <addressType>Outlook</addressType>
41            <authorizedSenders>user@acme.com</authorizedSenders>
42            <caseOrigin>Email</caseOrigin>
43            <caseOwner>admin@acme.com</caseOwner>
44            <caseOwnerType>User</caseOwnerType>
45            <casePriority>High</casePriority>
46            <routingName>OutlookRoutingAddress1</routingName>
47        </routingAddresses>
48        <unauthorizedSenderAction>Discard</unauthorizedSenderAction>
49    </emailToCase>
50    <enableCaseFeed>true</enableCaseFeed>
51    <enableDraftEmails>true</enableDraftEmails>
52    <enableEarlyEscalationRuleTriggers>true</enableEarlyEscalationRuleTriggers>
53    <enableNewEmailDefaultTemplate>true</enableNewEmailDefaultTemplate>
54    <enableSuggestedArticlesApplication>true</enableSuggestedArticlesApplication>
55    <enableSuggestedArticlesCustomerPortal>true</enableSuggestedArticlesCustomerPortal>
56    <enableSuggestedArticlesPartnerPortal>false</enableSuggestedArticlesPartnerPortal>
57    <enableSuggestedSolutions>false</enableSuggestedSolutions>
58    <keepRecordTypeOnAssignmentRule>true</keepRecordTypeOnAssignmentRule>
59    <newEmailDefaultTemplateClass>CaseTemplateController</newEmailDefaultTemplateClass>
60    <notifyContactOnCaseComment>true</notifyContactOnCaseComment>
61    <notifyDefaultCaseOwner>true</notifyDefaultCaseOwner>
62    <notifyOwnerOnCaseComment>true</notifyOwnerOnCaseComment>
63    <notifyOwnerOnCaseOwnerChange>false</notifyOwnerOnCaseOwnerChange>
64    <showFewerCloseActions>false</showFewerCloseActions>
65    <useSystemEmailAddress>true</useSystemEmailAddress>
66    <webToCase>
67        <caseOrigin>Web</caseOrigin>
68        <defaultResponseTemplate>unfiled$public/SupportCaseResponse</defaultResponseTemplate>
69        <enableWebToCase>true</enableWebToCase>
70    </webToCase>
71</CaseSettings>

The following is an example package.xml that references the previous definition.

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>Case</members>
5        <name>Settings</name>
6    </types>
7    <version>47.0</version>
8</Package>

Wildcard Support in the Manifest File

The wildcard character * (asterisk) in the package.xml manifest file doesn’t apply to metadata types for feature settings. The wildcard applies only when retrieving all settings, not for an individual setting. For details, see Settings. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.