Navigation > Setup > support > Issue preference
General
Navigation > Setup > Issue > Issue preference > General
Use the Last Assignee
Check this box to automatically assign an issue to the person who was most recently assigned in that issue role (Development, PM, QA or Support).
For example, Engineer John Smith changes the status of an issue to Fixed. QA Engineer Tom Edwards finds that it is not fixed and sets the status back to In Progress with details on what still needs to be done. When the status is set back to In Progress, it is automatically assigned to Engineer John Smith because he has already worked on the issue.
Use Multiple Versions And Builds
Check this box to track multiple Broken In, Release Target and Fixed In versions and builds for each issue.
For example, you might have customers using three versions of the same product and discover the same issue in two of the three versions.
Automatically Close Linked Cases
Check this box to automatically set the status of a case Closed when all attached issues have a base status of Closed.
Notification
Navigation > Setup > Issue > Issue preference
Send Customer Notifications When
Select default criteria for when customers that have cases associated with an issue should be notified by email.
For example, if issue 503 has been attached to a case submitted by customer Mary Smith, selecting Status Changes sends an email to the email address on the case record every time issue 503 changes status.
Customers can change the notification criteria or choose not to be notified using preferences in the Customer Center.
Allow Customer Override
Check this box if you want customers to be able to change their issue notification email settings in the Customer Center.
Customer Template
Select the template you want to use for the issue notification email sent to customers.
You can create custom issue notification templates by going to Setup > Company > Company Information > System Email Templates. Click Edit next to one of the Issue Notification Email for Customers templates.
Customers are notified by email according to the Send Customer Notifications When preference.
Employee Template
Select the template you want to use for the issue notification email sent to employees. You can create custom issue notification templates by going to Setup > Company > Company Information > System Email Templates. Click Edit next to one of the Issue Notification Email for Employees templates.