SAP Knowledge Base Article - Public

2927390 - Credit Memo Request Workflow Approval Notification doesn't reach Approver's My Inbox app - SAP S/4HANA Cloud

Symptom

When a credit memo request is saved, the relevant approver does not receive the notification in the "My Inbox" app although the sales document workflow is set up in the system.

Environment

SAP S/4HANA Cloud

Reproducing the Issue

  1. The sales document workflow is set up as described in How to Manage ‘Sales Document Workflows’ in S4HANA Cloud.pdf.
  2. A credit memo request is saved and the approval workflow should have been triggered.
  3. The approver does not receive this notification in the "My Inbox" app.

Cause

In the "Manage Sales Document Workflows" app, the step sequence in a workflow defines necessary conditions for approval process. It is also possible to set up more than one level of approval process. The recipient "Initiator of Workflow" is set as step 1 which means the initiator will be the first to receive corresponding notification. However, this means that the person who initiated the workflow (by saving the credit memo request) will also receive the approval request. As described under Manage Sales Document Workflows, the initiator should be the one to rework the document. It's not recommended to add this step type to the workflow.

Resolution

In app “Manage Sales Document Workflows”, there are 2 ways to assign the recipient within one step sequence. One is by role and the other way is by user.
If the recipient is assigned by role, then the corresponding role which is maintained in app “Manage Teams and Responsibilities” needs to be chosen, for example, Sales Document Approval – Level 1. On the other hand, if the recipient is assigned by user, then just enter the CB users and they will be the approvers.
Do not add a step sequence with the step type of “Rework of Credit Memo Request” and don’t assign the recipient with the role of “Initiator of Workflow” for initiator is a role for rework of the documents.

For more information, you may refer to the video of the following help portal:
Manage Teams and Responsibilities

See Also

Keywords

Workflow, Sales Document Workflow, Credit Memo Request, Manage Sales Document Workflows, Manage Teams and Responsibilities, Initiator of Workflow, My Inbox , KBA , SD-SLS , Sales , SD-SLS-SO , Sales Orders , SD-BF-CM , Credit Management , Problem

Product

SAP S/4HANA Cloud all versions