2681456 - How to Create a Workflow Rule to Relase TIcket Items to ERP Automatically

You would like to have Ticket Items that are created with ERP Rel. Status equal to Not Relevant to be automatically released to ERP.

This document considers that you would like to automate the process and the system is already integrated with ERP and the integration is working. If more information on how to proceed with integration is needed, please check the Prepackaged Integration with SAP ERP section on the SAP Cloud for Customer Help Center.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

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1. Go to the Administrator work center.
2. Select the Workflow Rules view and click on New.
3. On the Step 1: Enter Basica Data the Business Object needs to be Ticket, Description and Timing depend on the scenario you have.
4. On Step 2: Define Condtions you need to have two groups: ERP Rel. Status equal to Not Released and ERP Rel. Status equal to Partially Released. It will look like this:
5. On Step 3: Define Actions the Rule Type is equal to Action and the Select Action is equal to Release To ERP.
6. Save the rule.

The rule needs to have these set of conditions as the system maintains only one value for the field ERP Rel. Status on the backend. In case there are Released Items and also Not Released Items, on the backend, the status will be Partially Released.

Workflow Rule ; ERP integration ; Release Items ; ERP Status ; Items ; Service and Repair , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-WKF , Ticket Workflow , LOD-CRM-WKF , Workflow , How To

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