SAP Knowledge Base Article - Public

2539965 - How to Setup a Workflow Rule When Customer Reply a Ticket


How to send a notification to the agent when a customer reply to a Ticket.


SAP Cloud for Customer


By standard when the customer updates the Ticket, the ticket will appear at the top of the agent's queue. This is how the Agent will know to give priority to that ticket. However, you can still create a workflow to send a notification to the agent.


  1. Go to the Administrator work center.
  2. Select the Workflow Rules view.
  3. Click the New button.
  4. Fill in the Description field and choose the Ticket value from the drop-down of the Business Object field.
  5. In the Timing field select the Value On Every Save.
  6. Click the Next button.
  7. Define Conditions: Group 1 Customer Update Equal to Yes. If you prefer you can use the condition Customer Interaction greater then Agent Interaction instead.
  8. Click the Next button.
  9. Select Notification for the Rule Type field.
  10. Enter the Recipient Determination.
  11. Click the Next button.


Ticket; Workflow; Agent; Update; , KBA , SRD-CC-FED , Feeds , How To


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