SAP Knowledge Base Article - Public

2524915 - Workflow Rule Not Working As Expected

Symptom

You have defined a workflow rule that should send an e-mail everytime the value of a field in an Object is being changed such that it matches the Workflow Rule condition.

However, you notice that the E-mail is sent only once to the recipient regardless of how many time you make changes in the Sales Quote

Also the email recipient is the same.

Environment

SAP Cloud for Customer core applications

Reproducing the Issue

Issue can be reproduced for any BO. Here we will consider the Sales Quote Object for example.

  1. Go to the Sales workcenter.
  2. Go to the Sales Quotes view.
  3. Open any Sales Quote.
  4. Make any changes in the Sales Quote such that it matches the Workflow Rule Condition and Save.
  5. Workflow is triggered and an E-mail is sent to the recipient.
  6. Make another change in the Sales Quote such that the condition still matches and save.
  7. You notice that there was no E-mail sent this time to the recipient

Cause

When an email rule executes for an object instance (a Sales Quote in this case), it sends an email to the recipient. The next time a change happens on the same object instance and if the recipient is the same then the email is not sent out again, unless you mark the checkbox Always Send E-mail in the third step of the Workflow Rule (Define Actions).

In the other case, if the checkbox is not set, the email will be sent out only if in the next Save, the recipient is different from the previous one. Please note that the recipient has to be different in the event before Save.

Resolution

Please select the checkbox "Always Send E-Mail" and the email will be sent on every save.

Steps:

  1. Go to Administrator Work Center
  2. Go to Workflow Rules View
  3. Open the Workflow Rule XYZ (XYZ represents the name of Workflow Rule)
  4. Click on Edit and Navigate to Step 3
  5. Change the "Always Send E-Mail" Toggle to True
  6. Click Next and Finish

Keywords

workflow, always send email, change, recipient , KBA , workflow, always send email, change, , recipient , LOD-CRM-WKF , Workflow , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions