SAP Knowledge Base Article - Public

2561553 - Workflow Rule with Recipient Responsible Team for Ticket is not Triggered


A workflow rule meets all conditions in a Ticket but does not send an email to the Responsible Team for that Ticket.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open Ticket ABC (ABC representing the Ticket where all the workflow conditions are met).
  4. Go to the Workflow Changes tab.

Result: You can see that the Ticket meets all conditions in the workflow rule but the workflow rule is not triggered.


The workflow rule will only be triggered if the Ticket Org Unit has Primary Employees.


  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC.
  4. Check the Org linked to Ticket ABC.


  1. Go to the Administration work centre.
  2. Go to the overview view.
  3. Click in Org structure.
  4. Find and Open the org structure assigned to a ticket ABC.
  5. Go to the Employees tab.
  6. Select the option Primary next to one employee.
  7. Save the changes.


Responsible Team for Ticket, Workflow Rule, Ticket, Employee, Email, Recipient, trigger. , KBA , LOD-CRM-WKF , Workflow , Problem


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