You notice that a workflow rule which uses the End Customer for Ticket determination does not send any e-mails for your tickets.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Open any ticket.
- Click Edit.
- Perform any change (as per your rule conditions).
- Save the changes.
- Navigate to Workflow Changes tab.
- See the workflow rule is not triggered.
The determination End Customer for Ticket does not return a valid recipient for the ticket.
The End Customer for Ticket is an Individual Customer, while the Contact of Account or Individual Account of Ticket is the main contact for any of these parties.
It is required to maintain a main contact to the account which is linked to the ticket you would like the rule to trigger.
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