SAP Knowledge Base Article - Public

2539965 - Workflow Rule Only Triggers First Notification in a Ticket

Symptom

You have created a Workflow Rule that should trigger a Notification each time there is a customer Interaction on a Ticket but only the first Interaction triggers a Notification. After this, no Notification is triggered and the first one is also removed.

Reproducing the Issue

  1. Go to the Administrator work center.
  2. Select the Workflow Rules view.
  3. Click the New button.
  4. Fill in the Description field and choose the Ticket value from the drop-down of the Business Object field.
  5. In the Timing field select the Value On Every Save.
  6. Click the Next button.
  7. Define Conditions: Group 1 Customer Update Equal to Yes AND Last Customer Interaction Equal to Changed On.
  8. Click the Next button.
  9. Select Notification for the Rule Type field.
  10. Enter the Recipient Determination.
  11. Click the Next button.

 

  1. Open the Service work centre.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Under the Interactions section, you see that there have been multiple email Interactions where no Notification was triggered.

Cause

The conditions defined in the Workflow Rule will suffice only on the first Save (on ticket creation). As result the Notification is being triggered only on the first save.

Resolution

Remove condition Last Customer Interaction Equal to Changed on to trigger the notification for every email Interaction in a Ticket.

Keywords

KBA , SRD-CC-FED , Feeds , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1708