Symptom
The case processor does not receive an email notification upon case approval by the approver, despite having email notifications enabled and a defined response email template.
Environment
- SAP Service Cloud Version 2 1.0
- SAP Sales Cloud Version 2 1.0
Reproducing the Issue
- Pre-requisite before reproducing the issue:
- Configure Cases
- Check the facts about Approval process
- Configure Approvals
- Create the corresponding email template for approval response
- High level steps:
- Agent creates a case.
- Confirm that the category of the case per aligning of the conditions of the approval flow.
- Typically:
- Add Approver to the Case under General -> Involved Parties -> "Search🔎 +"
- Select Approver from the drop down list and select the correct approver
- Add the appropriate approver to the case.
- Set Status to "Approval" and Submit Approval from the case flow
- Change the status of the case to "Approval."
- Submit the approval request.
- Note: Verify that the email is visible in the outbound monitor.
- Log in using the credentials of the approver.
- Check the notifications for new approval requests.
- Approve the case.
- Result:
- No email is sent to the processor of the case, and it is not visible in the outbound monitor.
- No email has been received
- Typically:
Cause
Incorrect template format
Resolution
- Please ensure the template used for approval response scenario is incorrectly formatted.
- Please ensure there is no html styling tags within the placeholder.
- Ensure there is no corresponding missing closing tags to make sure html file is correctly formatted.
Keywords
approvals notification response no email case owner , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem
Product
SAP Sales Cloud and SAP Service Cloud Version 2 1.0