2359671 - How to Send the E-mail Notification via E-mail to a Partner/Third Party Support Team Assigned to an Incident

How to send the e-mail notification via e-mail to a partner/third party support who is assigned to an incident.

Scenario:
You have assigned an Incident in the C4C to a third party support. A user has been created in the C4C system for third party support with e-mail address XYZ@ABCsupport.com so that
you can assign incidents to them within C4C as required. You have assigned the Incident to the third party support but no e-mail was received by them to alert them of the incident.

1. Go to the Application and User Management work center.
2. Go to the Incidents view.
3. Create a new incident which need to be processed by your partner/third Party support.
• You already have created one employee XYZ with e-mail ID, your support requests notification need to go the e-mail ID added for the created employee. 
• XYZ represents the ID of the employee.
4. Assign the incident to employee XYZ.
5. Save the incident.

You can achive this requirement using workflow rules.

Your requirement is that whenever a ticket is assigned to the partner / third party having email ID XYZ@ABCsupport.com, a notification e-mail should be triggered.

XYZ@ABCsupport.com represents the email ID of the third party support team and it is added to the employee XYZ created in the SAP Hybris Cloud for customer.

One approach to achive this requirement is creating workflow rule:

I. Create a New Workflow Rule from the Administration work center.

II. In step 1 Enter Basic Data:

• Enter Description e.g. Incident Assignment.
• Business Object: Incident
• Timing: On Every Save

III. In Step 2 Define Conditions

• Define the condition Subject Matches pattern *Partner Ticket* (or any specifc pattern in Incident Subject which you could keep for sending any ticket to third party).

IV. In Step 3 Actions

• You can check Always Send E-Mail, if you want to trigger e-mail on every save.
• Enter Sender e.g. DoNotReply@myXXX.mail.crm.ondemand.com
• Add Subject e.g. Incident #ID# Assigned to You.
• Add a template.
• Add placeholders e.g. #ID# - ID
• Under employee, add the employee ID which is created for the third party support.

V. Review, Activate and Finish the workflow rule.

Now in Incident creation/assignment:

1. Go to the Application and User Management work center.
2. Go to the Incidents view.
3. Create a new incident which need to be processed by your partner/third party support.
• You already have created one employee XYZ with e-mail ID, your support requests notification need to go the e-mail ID added for the created employee. 
• XYZ represents the ID of the employee.
4. In subject, add the prefix defined in the condition step of workflow e.g. Partner Ticket.
5. Assign the incident to employee XYZ.
6. Save the incident.
7. This should trigger an e-mail for XYZ@ABCsupport.com.

If you want more sophisticated workflow rule or the availablity of more options in Condtions step then you might have to do customization using PDI.

KBA , LOD-CRM-WKF , Workflow , How To

SAP Cloud for Customer core applications 1708 ; SAP Cloud for Customer core applications 1711 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711