3639549 - Last Agent Interaction field not working properly with Workflow Rule

A Workflow Rule was created for Tickets, to trigger when Last Agent Interaction field is Equal to blank. However, Tickets that don't have this field filled, are still triggering the Workflow Rule.

SAP Cloud for Customer

1. Go to Service > Tickets.
2. Open the desired Ticket.
3. On Overview facet under Timeline section, see the Last Agent Interaction field is not filled (is null/blank)
4. Click on edit and perform a change.
5. Save.
6. The rule is triggered when it should not.

The Last Agent Interaction field is a Date field. And when a Date field is left with condition value as blank/null, the backend system fills it with value 0001.01.01 00:00:00 UTC. 

Hence, it will not be null as the condition "Last Agent Interaction Not Equal To", becomes "Last Agent Interaction Not Equal To 0001.01.01 00:00:00". Causing the Workflow Rule to be triggered.

This is the system standard behavior.

To resolve this, please change the condition according to the steps below:

1. Go to Administrator > Workflow Rules.
2. Search for and open the desired rule in edit mode.
3. On condition steps, instead of using 'Not Equal to', please change the operator to 'Greater Than' and maintain the value as blank/null. 

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