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
- Go to the Service work center.
- Go to the Tickets view.
- 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:
- Click on Adapt button.
- Click on Edit Master Layout.
- Hover the cursor over the sections.
- Click on the Add button.
- Select Workflow Changes.
- Click on OK.
Ticket, Interaction, Workflow , KBA , LOD-CRM , Cloud for Customer , How To