SAP Knowledge Base Article - Public

2589503 - Service Technician of a Ticket Does Not Receive Notification for Ticket Assignment

Symptom

When a Service Technician is assigned to a Ticket, no notification is triggered to the Service Technician.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service Workcenter
  2. Navigate to Tickets View
  3. Click on New and create a new Ticket or edit an existing Ticket
  4. Assign this ticket to a Service Technician
  5. No Notification is triggered to the Service Technician

Cause

The notification is only sent to the Assigned To (or the Service Agent) via Business Task Management tasks.

Resolution

To trigger notifications to other parties such as Service Technician, please configure a Workflow rule as below:

  1. Go to Administrator Workcenter
  2. Navigate to Workflow Rules View
  3. Click on New
  4. Enter the Workflow Name and Select the Business Object as Ticket
  5. Maintain the necessary conditions as per your requirement
  6. In the Define Actions step of the Workflow, enter Rule Type as Notification
  7. Enter the Notification Subject
  8. Maintain the Recipient Determination as Service Technician for Ticket

Service Technician Notification WKF.png

See Also

2485969 - Agent Did Not Receive Notification For Ticket Assignment

Keywords

notification, service technician, ticket assignment, assigned to , KBA , notification , service technician , ticket agent , SRD-CC-BTM , Business Task Management , Problem

Product

SAP Cloud for Customer add-ins all versions