SAP Knowledge Base Article - Public

3439917 - Unavailability of Interactions/Comments as Placeholders in Workflow Rule


The placeholders for interactions and comments are not available in the workflow rule.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Administrator work center
  2. Go to Workflow rules view
  3. Open a workflow rule with Email type
  4. Go to Step 3 Define Actions
  5. There are no placeholders available to select related to "Interactions" or "Comments".


There is no specific placeholder for the  "Interactions" or "Comments" on the Ticket. This is the system standard behavior.


This requirement can be addressed by creating a Key User Tool (KUT) field and filling it with the relevant information from the ticket. Afterwards, the KUT field can be used as a placeholder in the workflow.


Workflow rule;Placeholder;Interaction;Comment; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions