SAP Knowledge Base Article - Public

2733890 - Workflow rule of type notification triggers E-mail

Symptom

You have created a workflow rule of type Notification and in addition to this notification you also receive an e-mail, but you don’t want this e-mail to be triggered anymore.

Environment

SAP Cloud for Customer

Reproducing the Issue

You have already created a workflow rule of type notification.

We will use Ticket as example:

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Select and open a Ticket.
  4. Change the Status to Complete.

The Notification appears on the upper, left corner within the system and an additional e-mail is triggered and sent to the user.

Cause

User subscribed to receive an e-mail in addition to the task notification.

Resolution

When a workflow rule is set up with type Notification then the C4C user receives a task notification in the Pane section on left-hand side of the screen.

The user can also (un-)subscribe to receive an e-mail in addition to the task notification. This can be done from the Notification section itself, by clicking on the (Un-) Subscribe to E-mail icon in the Notifications list.

In case the option to (un-)subscribe to e-mail notifications is not available, this feature has to be enabled via scoping first.

You can use the following steps:

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Select the relevant project.
  4. Click the Edit Project Scope button.
  5. Click the Next button until you reach Step 4 Questions.
  6. Expand Communication and Information Exchange and Business Process Management.
  7. Select the Business Task Management element.
  8. Flag the Do you want to notify business users using e-mail without additional subscription about Business Task Management items? Question.
  9. Save the changes.

Keywords

Workflow Rule, Notification, Subscribe, E-mail. , KBA , LOD-CRM-WKF , Workflow , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions