SAP Knowledge Base Article - Public

2941686 - Approval Notification Not Triggered To Processor When Ticket Is Approved By The Approver


When a ticket is approved by the Approver, the Processor of the ticket does not get a notification indicating that the ticket has been approved.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open a Ticket XYZ (XYZ represents the ticket ID).
  4. Send the ticket XYZ for Approval.
  5. Log in as the Approver and approve the ticket XYZ.
  6. The Processor of the ticket does not get a notification.


For tickets, we currently do not have notifications triggered from the Business Task Management framework as part of approval status change. Hence this is a new requirement.


You need to create a workflow rule to trigger an automatic notification or e-mail to the processor when a ticket is approved.

  1. Go to the Administrator work center.
  2. Go to the Workflow Rules view.
  3. Click New.
  4. Select the Business Object as Ticket.
  5. Select the Timing as 'On Every Save'.
  6. Maintain the Conditions as 'Approval Status' (Before Object Change) Not Equal To 'Approved' AND 'Approval Status' = 'Approved'.
  7. In the next step, maintain the Recipient as 'Agent Responsible for Ticket'.

See Also

2682061 - Workflow Rule Does Not Send E-mail Notification to Approver of Ticket


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