3223242 - Workflow Rule Sending More than One E-mail even if Configured with Always Send E-Mail as No

You have a workflow configured to send an e-mail to the Contact of Account or Individual Account for Ticket, based on certain conditions, and you notice that, although the workflow is configured with the option Always Send E-mail as No, 2 e-mails have been sent for the same ticket.

SAP Cloud for Customer

In case the contact party for the ticket was updated to a different contact, on the second execution of the rule for the ticket, the rule designed behavior is to considered it as the first time the e-mail will be sent to a new recipient, hence it the e-mail will be sent, even with the option Always Send E-Mail of the workflow set as No.

This is the system designed behavior.

In case the party of the ticket is kept, the next time the rule is executed, another e-mail will not be sent.

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