2696498 - Workflow Rule Based On the Recipient Determination to Service Technician Team is Not Working

You configure a Workflow Rule to send an e-mail to all the Recipients based on the Recipient Determination to Service Technician Team, however, the e-mail address maintained for Service Technician Team has not received the e-mail.

SAP Cloud for Customer

1. Go to the Administrator work center.
2. Go to the Workflow Rule view.
3. Select the rule XYZ (XYZ represents the Name of the Workflow Rule).
4. Click on the cogwheel icon, then click on Rule Log.
5. Notice that the rule has the status Completed for the recently created ticket.
6. However, no e-mail was sent to the address maintained for Service Technician Team.

When the Service Technician Team is designated as the recipient, the intention is for the email to be sent to all team members. This means that the primary employees assigned to this service unit will receive the emails.

To achieve the desired behavior you can add an employee to the team with the e-mail assigned. This way, the emails will reach the intended mailbox.

Workflow Rule; Service Technician Team; E-mail; Recipient Determination; Primary Employees; , KBA , LOD-CRM-SRP-WKF , Ticket Workflow , LOD-CRM-SRP , Service Request Processing , How To

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