SAP Knowledge Base Article - Public

2743718 - A Workflow Rule With a Condition Based on The Service Technician of an Assignment is Not Working Correctly


You created a Workflow Rule for the Assignment Business Object.

Within the Workflow Rule you maintained a condition that the Workflow Rule should not be triggered, when a certain Service Technician is maintained in the Assignment.

However, the system ignores the condition and the Workflow Rule gets triggered even for the maintained Service Technician.


SAP Cloud for Customer / Service

Reproducing the Issue


The Workflow Rule has a condition maintained for: Service Technician is not equal to value ABC (ABC represents the Service Technician name).

  1. Go to the Resource Scheduler work center.
  2. Select the Resource Scheduler view.
  3. Assign Demand XYZ (XYZ represents the Demand ID) to Service Technician ABC.
  4. Save the changes.
  5. Go to the Administrator work center.
  6. Select the Workflow Rules view.
  7. Select the Actions button and choose the option Workflow Logs.

In the Logs you can see that the Workflow Rule was triggered for the Assignment created.


This is the expected system behaviour.

When an assignment is created / updated via Resource Scheduler, the service technician is updated in the Assignment object with the Role - Employee Responsible.
The Employee Responsible party is the service technician in the Assignment.


In order to have the Workflow Rule working correctly, please use Employee Responsible instead of Service Technician in the conditions of the Workflow Rule.


Workflow Rule Assignment Ticket Service technician condition Resource Scheduler , KBA , LOD-CRM-RES , Resource Scheduling , Problem


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