3207772 - Workflow is triggered despite condition not being met

• You have configured workflow conditions to be triggered only when certain patterns are not match, for example, in the case of an inbound e-mail
• The expectation is that the workflow should only be triggered when the subject does not match the pattern maintained in the workflow

• SAP Cloud for Service
• SAP Cloud for Sales
• SAP Cloud for Customer

1. Create a workflow to send e-mail notification
2. Configure the workflow conditions and use the:
• "Conditions Met" criteria 
• Rule Type = E-mail
• Timing = On Create Only
3. Under General Data add whatever is relevant for your business and set the Subject(s) to something like:
• Does not match = Auto Response
• Does not match = Out or Office
4. Continue the configuration and activate the WF
5. Send an e-mail to the corresponding e-mail channel defined under the "Sender Information" section in the workflow
• The e-mail should have the same patterns defined above
• If the e-mail channel has been configured correctly, a ticket should be created
6. Check the workflow log from the ticket that was generated 

• multiple possible causes
• overlapping conflicts with other workflows (potentially)
• configuration issue

• In some case, the easiest option is to add wildcards to the start and the end of the pattern(s) defined.
• In the above example we recommend adding the "*" infront and after the subject. 
• For example:
• Does not match = *Auto Response*
• Does not match = *Out or Office*
• If the problem happens in production; create the same workflow in a test environment and test it.
• Ensure the order 
• Ensure the criteria is exactly the same

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E-mail notification, Workflow, User got multiple notification which should not , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-WKF , Workflow , Problem