SAP Knowledge Base Article - Public

3491067 - Workflow E-mail Related to Ticket not Visible in Document Flow


You have defined a workflow regarding the ticket object which will trigger an email.

You have also set the flag "Create Email Activity" in the workflow and so you expect this workflow email to show in the ticket document flow. 

However, the email is missing in the document flow.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the work center Service, view Tickets.
  2. Open the respective ticket.
  3. Check the Workflow Changes tab: the workflow in question (generating an email) ran through successfully. 
  4. Check the Document Flow tab. There is no email listed here, or in the Interaction tab.
  5. You can find the email in the Activities work center.


Workflow emails are a different type of email than incoming / outgoing email activities.


The "Create Email Activity" flag in the workflow rule does not apply to tickets; Unfortunately these emails cannot be shown in the ticket document flow. 


workflow, email, e-mail, document flow, missing email, activity , KBA , LOD-CRM-SRP , Service Request Processing , Product Enhancement


SAP Cloud for Customer core applications 2405