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Guide: How to configure workflow to send email notifications and tasks

Here is a quick guide how to configure workflow to send email notifications and tasks. This feature allows admin users (key users) to configure (no code involved):

1. The content of the email notification. This content can be simple text to branded HTML emails. There are also macros/placeholders that can “mail merge” the business object data into the email/task. For example, you can create a generic template email with HTML content and placeholders. When the email notification is triggered it can replace the #CUSTOMERNAME# placeholder in the template with the business object data.

2. The conditions/rules which will define when an email notification is sent. This rules engine is very flexible so it can evaluate any of the business object fields and create simple to complex multi-condition statements. For example, you can create a rule that when the service request status changes from Open to In Progress OR processor = Default Team send the email notification

3. The recipients of the email notification. You can define specific parties that receive the email notification which can either be named Cloud for Customer users or the email address of a Customer. In addition, if you add additional party roles via flexible involved parties feature they too can be recipients of the email notification

Here is how to do it. I will use Cloud for Customer Service Request as an example.

1. Go to Administrator or Application and User Management -> Workflow -> Notification Rules work center

Screen Shot 2013-12-12 at 9.53.00 AM.png

2. Click on New or Edit an existing notification rule

Screen Shot 2013-12-12 at 9.53.40 AM.png

3. Choose which business object, what type of notification, content of notification, business object data you want in the notification, and HTML template to format the notification.

I have attached some HTML template examples you can use. Use any HTML editor of your liking. I use opensource Mozilla SeaMonkey The SeaMonkey® Project You will first need to create a template in Cloud for Customer, upload the HTML associated with it, activate it, and then reference the template below.

Screen Shot 2013-12-12 at 9.53.52 AM.png

4. Configure rules/conditions you want the notification to be sent

Screen Shot 2013-12-12 at 9.54.07 AM.png

5. Configure the recipients of the notification

Screen Shot 2013-12-12 at 9.54.11 AM.png

6. Test the notification

Screen Shot 2013-12-12 at 9.57.15 AM.png

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  • Hello Rei kasaai,

    Thanks for the very good blog on the notification workflow..

    I have few doubts regrading this..!!

    While configuring the notification its asking us to upload the .htm file ..But i am not sure how to built a .htm with dynamically populated fields.

    But in your output (Image6) the output seems to be more similar like Mail form format..!!

    Could you please let me know is it a mailform or not?

    If it is a mail form where you have configured that mail form in the cloud system?



    • I have attached some HTML email template samples we use in our demo systems. Feel free to use them as examples, but you should create your own for customer specific usage since they contain SAP Branding.

      • Hi Kasai,

        For Ticket Business Object we have the recipient determination rule(Step5) as Contact of account or individual account of Ticket the same determination rule i want it in the Activity Task Business object . In the activity task business object we have only Proceesor, Manager of the processor and Employee Responsible but we do not have Contact of account or individual account as recipient rule.Could you please let us know is there any possibility to add this as recipient in the ActivityTask determination rule. Even we need to add few more place holder fields in the Stadard business object, Will it possible to add the standard Place holder fields if those are not available in the place holder fields dropdown.???



      • Hi Rei,

        I do not see the HTML email template samples you have attached. Can it be re-attached or sent via email? Please let me know if this is possible.

        Thank you very much!

  • Hello folks,

    We have setup multiple approval processes in our system for various objects like Campaigns, Sales Quotes, etc. Is there anyway through C4C, to send mails to the approvers when a document (Campaign/Sales Quote) is sent for approval and pending with the approver. In C4C, we notice the approval notification available to approve or send it back for revision.

    Ideally this mail content should contain the c4c link of the transaction document, which should open the object (Campaign/Sales Quote etc.) on clicking.

    Any help on this will be much appreciated.

    Warm Regards,