SAP Knowledge Base Article - Public

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

Reproducing the Issue

  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 you have the recipient of the rule as the Service Technician Team, the idea is that the e-mail will be sent to all members of the teams, meaning the Primary Employees assigned to this Service Unit would receive the e-mails.


To achieve the desired behavior you can add an employee to the team with the e-mail assigned and then the emails would reach the mailbox intended.


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


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