2524915 - Workflow Rule Not Working as Expected

SAP Knowledge Base Article - Public

2524915 - Workflow Rule Not Working as Expected

Symptom

You have defined a workflow rule that should send an e-mail if the value of a field in a Sales Quote is being changed to value 123 or 456, on every save.

However, the e-mail only gets sent out if the value is changed to 123, but for 456 it doesn’t get sent out even though the rules are exactly the same.

Also the email recipient is the same.

Reproducing the Issue

1. Go to the Sales workcenter.
2. Go to the Sales Quotes view.
3. Open any Sales Quote.
4. Change the value of the field ABC to 123 and Save.
5. Change the value of the field ABC to 456 and Save.
6. Go to the Workflow Rule XYZ.
7. Open the Rule Log.

-> Result: only the first change is being listed; also the email has only been sent for the first change.

Cause

When an email rule executes for an object instance (a Sales Quote in this case), it sends an email to the recipient. The next time a change happens on the same object instance and if the recipient is the same then the email is not sent out again, unless you mark the checkbox Always Send E-mail in the third step of the Workflow Rule (Define Actions).

In the other case, if the checkbox is not set, the email will be sent out only if in the next Save, the recipient is different from the previous one.

Resolution

Please mark the checkbox and the email will be sent on every save.

Keywords

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

Product

SAP HYBRIS C4C CORE all versions ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711