SAP Knowledge Base Article - Public

3120087 - How to setup one Email Notification template in multi languages in C4C workflow


  • You are using the workflow to sent e-mail notification
  • Business requirement is to send these e-mail notifications in different languages based on the recipients language

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


SAP Cloud for Customer

Reproducing the Issue

  • When a ticket is assigned to this user, he/she receives the e-mail notification is English, instead of Spanish or any other corresponding language
  • Your expectation is for the user to receive the e-mail notification in his/her preferred language


Administrators can maintain different e-mail templates in different languages in the workflow configuration with the following steps:

  1. Go to the desired Work Flow Rule or create a new rule
  2. Under "Subject", click the button to open the popup, as seen below

  3. From the popup window, maintain the different languages and upload a translated version of the HTML


Language for workflow rule is determined as below sequence:

  1. If recipient has a user in system, the language would be first read from identity.
    • To check this:
      1. Login with Recipient User ID.
      2. Go to Personalize->My Settings->Language.
  2. If recipient is not a user in system, system's next step would be reading from Business Partner.
    • To check this:
      1. Go to Customers -> Accounts/Individual Customer ( Based on recipient is an Individual customer or it is associated with an Account )
      2. Go to Language
  3. If language is not determined from Business Partner, template language in received email should be according to the Language marked as "default" in workflow rule.

In the above screenshot, you can see that English is marked as the default language.

Note: if customer is not receiving e-mails in the corresponding language (which may include special characters: Polish, Slovak, etc.), check if your html e-mail notification templates, contain the following line at the beginning: <meta http-equiv="Content-Type" content="text/html charset=UTF-8" />

See Also


E-mail, interaction, ticket, placeholder, language, translation, template, workflow, determination , KBA , LOD-CRM-WKF , Workflow , LOD-CRM-SRP-INT , Ticket Interactions , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2111 ; SAP Cloud for Customer core applications all versions