3476107 - Workflow for Contact Business Object is Not Triggered When Updating Phone, Mobile or E-mail Field

You create a workflow rule for the Contact Business Object. (e.g. On Every Save) When you update a Phone, Mobile or E-mail field, the workflow is not triggered even the conditions are met.

SAP Cloud for Customer

1. Go to the Administrator work center
2. Go to the Workflow Rules view
3. Create a Workflow Rule for the Contact Business Object (e.g. Rule Type = Field Update, Timing = On Every Save, Condition Status Equal To Active)
4. Go to the Customers work center
5. Go to the Contacts view
6. Open the Contact 123 whose status is Active (Where 123 refers to the Contact ID)
7. Click Edit
8. Update the Phone, Mobile or E-mail field

Result: The Workflow is not triggered although the condition(s) is met.

Not all the fields (including standard fields) send a notification to trigger the Workflow Rules when changes happen. The Phone, Mobile and E-mail are this type of field so that the Workflow Rules are not triggered, and this this is an expected system behavior. 

An option may be to check the SAP Cloud for Customer Customer Influence to submit an idea:

• SAP Sales Cloud

workflow, rule, contact, trigger, not, phone, mobile, e-mail, email, field, update , KBA , LOD-CRM-WKF , Workflow , Problem