--- schema_version: "1" id: c9f1de092f122a669cfe0b3a9f1b2091c3ce7416626c14715347ec2df7fb294f title: CaseSettings collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/api_meta/meta_casesettings.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_casesettings.htm source_site: developer.salesforce.com content_type: documentation content_hash: 8b5b670644610352b21f7c93a80362f7b85670a8ac8548f82d7c9fcb9dccb856 description: Represents an organization’s case settings, such as the default case owner, which case-related features are enabled, and which Classic email templates are used for various case activities. This type extends the Metadata metadata type and inherits its fullName field. --- # CaseSettings Represents an organization’s case settings, such as the default case owner, which case-related features are enabled, and which Classic email templates are used for various case activities. This type extends the [Metadata](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/metadata.htm "The base class for all metadata types. You can’t edit this object. A component is an instance of a metadata type.") metadata type and inherits its fullName field. In the package manifest, all organization settings metadata types are accessed using the Settings name. See [Settings](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_settings.htm "Represents the organization settings related to a feature. For example, your password policies, session settings and network access controls are all available in the SecuritySettings component type.") for details. ## File Suffix and Directory Location [CaseSettings](#meta_casesettings "Represents an organization’s case settings, such as the default case owner, which case-related features are enabled, and which Classic email templates are used for various case activities. This type extends the Metadata metadata type and inherits its fullName field.") 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](#meta_casesettings "Represents an organization’s case settings, such as the default case owner, which case-related features are enabled, and which Classic email templates are used for various case activities. This type extends the Metadata metadata type and inherits its fullName field.") 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).
showEmailAttachmentsInCase​AttachmentsRL 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.

Available in API version 61.0 and later.
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. unfiled$public/SupportCaseAssignmentNotification unfiled$public/SupportCaseCloseNotification unfiled$public/SupportCaseCommentNotification unfiled$public/SupportCaseCreateNotification true admin@acme.com User admin@acme.com true false true true true false Bounce true EmailToCase user@acme.com Email Medium true support@acme.com EmailToCaseRoutingAddress1 true Not Started Outlook user@acme.com Email admin@acme.com User High OutlookRoutingAddress1 Discard true true true true true true false false true CaseTemplateController true true true false false true Web unfiled$public/SupportCaseResponse true The following is an example package.xml that references the previous definition. Case Settings 47.0 ## 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](https://developer.salesforce.com/docs/atlas.en-us.264.0.api_meta.meta/api_meta/meta_settings.htm). For information about using the manifest file, see [Deploying and Retrieving Metadata with the Zip File](https://developer.salesforce.com/docs/atlas.en-us.264.0.api_meta.meta/api_meta/file_based_zip_file.htm).