SAP Knowledge Base Article - Public

3802367 - How To Trigger a Scheduled Autoflow Action at the Exact Condition Timestamp in SAP Sales and Service Cloud Version 2

Symptom

When configuring a Scheduled Autoflow, the Time Offset does not accept 0 and only supports values in hours, days, or months.
The requirement is to trigger an action at the exact selected date/time, for example, to update the Case Escalation Status when an SLA timestamp is reached.

Environment

SAP Sales and Service Cloud Version 2

Reproducing the Issue

  1. Configure a Schedule Autoflow to change the Case Status to “Escalated” based on an SLA breach condition.
  2. Attempt to set Time Offset to 0 for an immediate run; observe that 0 is rejected.
  3. Note that Time Offset units are limited to Hours, Days, and Months.
  4. Observe that the SLA due date field is not available as a scheduling reference, preventing immediate scheduling via Before/After with minimum 1-hour offset.

Cause

Schedule Autoflow Time Offset supports only Hours, Days, and Months and does not accept 0.

Resolution

Use the Duration = On scheduling option.
The On option schedules the Autoflow action directly at the selected condition timestamp in UTC and disables the Time Offset field because no offset is required.

Keywords

Autoflow; Scheduled Autoflow; SAP Service Cloud Version 2; SAP Sales Cloud Version 2; Time Offset; Duration On; SLA; SLA Breach; Initial Review Due On; Escalation Status; Escalated; Case Escalation; Update Field; Scheduled Rule; Before; After; Zero Offset; 0 Hours; One Hour Minimum; Scheduling Condition; Exact Timestamp; UTC; Case; Business Flow; Autoflow Action; Code List Value; ESCALATED; NOT_ESCALATED; Configuration; How To , KBA , CEC-CRM-AFL , Autoflow for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions