SAP Knowledge Base Article - Public

2534062 - E-mail Sent Via Workflow Rule Does Not Show Up In Ticket Interactions


You have created a workflow rule for a Ticket to send an E-mail. However, it does not show up in the Ticket Interactions section.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the Ticket ABC (ABC represents the Ticket ID).

In the Interactions section, E-mail sent from workflow rule is not maintained.


Currently, the system does not display E-mails sent via workflow rule in the Interactions section of Tickets.


This is the expected system behavior.

You can see if there was a change created in the Ticket via workflow rule adding the facet Workflow Changes following the steps below:

  1. Click on Adapt button.
  2. Click on Edit Master Layout.
  3. Hover the cursor over the sections.
  4. Click on the Add button.
  5. Select Workflow Changes.
  6. Click on OK.


Ticket, Interaction, Workflow , KBA , LOD-CRM , Cloud for Customer , How To


SAP Cloud for Customer 1802 ; SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1705 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711