2435596 - Notification: "Ticket XYZ has been escalated to you"

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2435596 - Notification: "Ticket XYZ has been escalated to you"


You created a Workflow Rule to notify Managers when Ticket XYZ is escalated, however, the user assigned to the Ticket is also receiving the Notification.

Reproducing the Issue

Suppose you have a Workflow that triggers a Notification to the Ticket Agent's Manager once the Ticket is Escalated.

When the conditions are met, however, the Agent also receives a Notification.


You have the BTM Task activated for the Escalation.


To deactivate it:


  1. Business Configuration Work Centre;
  2. Implementation Projects View;
  3. Click on Open Activity List;
  4. Search for the Activity: Business Task Management for Customer Care;
  5. De-select the Ticket <Service Request ID> has been escalated to you.


KBA , LOD-CRM-EMP , Employee , How To


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