SAP Knowledge Base Article - Public

2843411 - The Field Update is not Working for the Ticket Workflow Rule

Symptom

The ticket status is not updated to closed base on the condition maintain in ticket's work flow rule.

Environment

SAP Cloud for Customer .

Reproducing the Issue

  1. Go to the Administrator work center.
  2. Go to the Workflow Rule.
  3. Search and open work flow rule LMN (where LMN represent the workflow of business object as ticket).
  4. Edit workflow rule LMN, where you can see the condition is : Status Equal to Completed AND Created by Not Equal to 123 (where 123 represents the employee id) .
  5. Base on condition the field update should update ticket status to Closed.
  6. Go to the Service work center.
  7. Go to Tickets view and open ticket XYZ (where XYZ represent email ticket with status completed and not created by 123 ), but still status of ticket is not updated to closed.

Cause

In the workflow condition, group 2 is Created by Not Equal to 111 .If the ticket is not created by 123 and ticket status is completed) then the workflow should be triggered to update the status of ticket to closed.

The above scenario in the condition never works. You are pointing to Created By not equal to 123, which is wrong.

Resolution

For tickets which are created through email channel, Created By fields are empty.Instead of using Created By in condition, please use Created By ID not equal to 123.

  1. Go to the Administrator work center.
  2. Go to the Workflow Rule.
  3. Search and open work flow rule LMN.
  4. Edit workflow rule LMN, where you can change the condition as : Status Equal to Completed AND Created by Id Not Equal to 123.

Keywords

Created By , Created By Id , KBA , LOD-CRM-WKF , Workflow , Problem

Product

SAP Cloud for Customer add-ins all versions