3699724 - Using 'Account First Name' as Workflow Rule condition field

When the field 'Account First Name' is set to the Account's description name and used as a condition for triggering a Workflow Rule within Tickets, the Workflow is not being triggered as expected.

SAP Cloud for Customer

1. Go to Service >Tickets.
2. Open the desired Ticket.
3. Perform the steps to trigger the Workflow Rule.
4. Go to Workflow Changes tab.
5. See Workflow is not triggered.

The Workflow Rule was not being triggered because when using Account/Individual Customer description the 'Customer' field should be used instead.

This is the system expected behavior.

In order to trigger the Workflow Rule for any Account with name "ABC" then you can use condition as below:

• Customer Matches Pattern "ABC"

However, in order to trigger it only for a specific Account ID, then it is possible to maintain the conditions as:

• Customer ID Equal to "123"

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