A Workflow Rule to send an E-Mail to the Contact of an Account or Individual Account for a Ticket after a Ticket was created is not getting triggered.
Reproducing the Issue
Pre-Requisite: A Workflow Rule that sends an E-Mail after the ticket creation and uses the value Contact of Account or Individual Account for a Ticket as Recipient is maintained.
- Send an E-Mail to the Cloud for Customer tenant to create a Ticket.
- Go to the Service work center.
- Select the Tickets view.
- Open the Ticket ABC (ABC represents the ID of the Ticket you have created).
- Select the Workflow Changes facet.
No Workflow Rule was triggered.
The workflow rule is not getting triggered, because there is no contact associated to the Ticket ID. To be able to determine the responsibility using Contact of Account or Individual Account for Ticket, the Ticket has to have a contact person associated to it.
The Contact is not identified in the ticket but the account is still assigned, because it is maintained as the default account in the email channel.
This is the expected system behaviour in SAP Hybris Cloud for Customer.
KBA , LOD-CRM-EMP , Employee , How To