2721909 - Workflow Sends Email To a Different Recipient

You noticed that your workflow reached a recipient that was not configured in the rule.

SAP Cloud for Customer

Lets suppose you have a workflow configured to send emails to an Employee Responsible based on Leads creation. You also have selected  the Rule Type "E-mail" and the checkbox "Always Send E-mail" is marked.

in order to trigger the workflow you have followed the below steps:

1. Go to the Sales work center.
2. Select the Leads view.
3. Click on New.
4. Fill the mandatory fields and enter an Employee Responsible.
5. Save and Open.
6. Result: the workflow is triggered and reached the main recipient, Employee Responsible, for example, and also a different one not configured in your rule.

You have the same Business Partner name, Contact and Employee, for example, with two different e-mail addresses. When a workflow is triggered, it takes into the consideration the name and not what is maintained on the recipient rule. Because of that, Cloud for Customer will reach both Business Partners.

This also applies for other objects such as Opportunities, Sales Quote, Sales Order, Activities and Tickets.

This is the current system behavior.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

• SAP Sales Cloud

e-mail, emails, workflow, recipient , KBA , LOD-CRM-WKF , Workflow , LOD-CRM-LM , Lead Management , How To