Symptom
A workflow rule meets all conditions in a Ticket but does not send an email to the Responsible Team for that Ticket.
Environment
SAP Hybris Cloud for Customer
Reproducing the Issue
- Go to the Service work centre.
- Go to the Tickets view.
- Open Ticket ABC (ABC representing the Ticket where all the workflow conditions are met).
- 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.
Cause
The workflow rule will only be triggered if the Ticket Org Unit has Primary Employees.
Resolution
- Go to the Service work centre.
- Go to the Tickets view.
- Open ticket ABC.
- Check the Org linked to Ticket ABC.
- Go to the Administration work centre.
- Go to the overview view.
- Click in Org structure.
- Find and Open the org structure assigned to a ticket ABC.
- Go to the Employees tab.
- Select the option Primary next to one employee.
- Save the changes.
Keywords
Responsible Team for Ticket, Workflow Rule, Ticket, Employee, Email, Recipient, trigger. , KBA , LOD-CRM-WKF , Workflow , Problem
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions