FAQ’s related to Workflow Rules

Environment

You are working as administrator in SAP Hybris Cloud for Customer where you are facing issues in

workflow rules configuration.

Goal

The goal of this document is to answer the following questions:

1. What are workflow rules & how they can be created?
2. How to configure workflow rules to update business fields or trigger business action?
3. How to configure workflow to send email notifications and create tasks?
4. How to create scheduled tasks/jobs & how to implement custom business logic?
5. How the manager can be notified using workflow if a ticket is assigned only to an Org Unit via Organizational Work Distribution?
6. You are unable to attach html template to workflow.
7. You are not able to define Street of the Account Address in workflow placeholder.
8. Workflow is not triggering any e-mail even though all data are already maintained.
9. You want to create a workflow rule using which a notification can be sent to the processor who has changed the lead.
10. How to trigger workflow rules in relative time, so that a warning of an impending SLA breach can be notified?
    
11. How to send Satisfaction Survey using workflow?
12. Which language workflow considers – Recipients or Sender?
13. You are unable to attach HTML template while creating Workflow Rules.
    
14. You want to change the Standard Notification text.
15. The workflow rule has been created & activated, but the e-mail is not getting triggered.
16. Workflow Rules of type Notification does not display the custom party roles under Recipient Determination. However, custom party roles are visible for Email rule type.
17. You have a requirement of triggering an e-mail to the recipient on first save of the document (e.g. Lead), however system is triggering the email on each save.
18. You have set-up a workflow rule so that on Every Save the action “Derive Territory” should be triggered at Account.

        However, with Save action on Account, error occurs: Account XXXX has already been assigned to territory XXXX.

Resolution

1. What are workflow rules & how they can be created?

– SAP Cloud for Customer – Workflow Rules

2. How to configure workflow rules to update business fields or trigger business action?

– Guide: How to configure workflow rules to update business fields or trigger business action

3. How to configure workflow to send email notifications and create tasks?

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

4. How to create scheduled tasks/jobs & how to implement custom business logic?

– How to orchestrate custom business logic and wo… | SCN

5. How the manager can be notified using workflow if a ticket is assigned only to an Org Unit via Organizational Work Distribution?

– SLA alert when overdue

6. You are unable to attach html template to workflow.

– Unable to attach html template to workflow | SCN

7. You are not able to define Street of the Account Address in workflow placeholder.

– Workflow Rule-Define Actions | SCN

8. Workflow is not triggering any e-mail even though all data are already maintained.

– Workflow Rule – Email | SCN

9. You want to create a workflow rule using which a notification can be sent to the processor who has changed the lead:

This is not possible using standard workflow rule.

– http://scn.sap.com/thread/3893089

10. How to trigger workflow rules in relative time, so that a warning of an impending SLA breach can be notified?

– Triggering workflow rules in relative time; Warning of an impending SLA breach

11. How to send Satisfaction Survey using workflow?

– http://scn.sap.com/thread/3887202

12. Which language workflow considers – Recipients or Sender?

– The language is determined based on the logged on language of the user who is actually triggering the notification and it is not based on the recipients language, this is the current behavior.

13. You are unable to attach HTML template while creating Workflow Rules.

– The reason for this behavior is that the user has not enabled HTML document upload from the Business Configuration Screen.

– Steps: Business Configuration work center -> Overview view -> Find Allowed MIME Types for Document Upload Activity -> Open the activity -> search for MIME Type Code 10082 -> Select the Line and Check the Allowed Box.

14. You want to change the Standard Notification text.

– Currently with the Notification feature with Workflow, there is no way you would be able to change the standard description. You would have to use the Email feature, where you could use a template.

15. The workflow rule has been created & activated, but the e-mail is not getting triggered.

– Check if you have maintained the Sender e-mail address in the workflow.

If no, Maintain sender e-mail ID in the “Sender” field of the “Define Actions” step of the workflow.
The Sender email ID should be like DoNotReply@myXXX.mail.crm.ondemand.com (which is maintained as Default Sender Address in the Email and Fax Settings activity of Business Configuration).

16. Workflow Rules of type Notification does not display the custom party roles under Recipient Determination. However, custom party roles are visible for Email rule type.

– This is the current expected behavior. For Notification rule type only employee role types can be considered, since tasks can be created only for employees. Therefore all custom party roles will not be available for determination of recipients. However, currently you can find only standard delivered party roles of type employees. In upcoming releases, we can expect custom party roles of type employees to be also available for recipient determination.

17. You have a requirement of triggering an e-mail to the recipient on first save of the document (e.g. Lead), however system is triggering the email on each save.

– If you want the workflow rule to trigger the e-mail on only first Save of the document (e.g. Lead), then un-check the “Always Send E-Mail” field in the “Define Actions” step of the workflow rule.

18. You have set-up a workflow rule so that on Every Save the action “Derive Territory” should be triggered at Account.

However, with Save action on Account, error occurs: Account XXXX has already been assigned to territory XXXX.

–  If the mentioned account is assigned to a Territory as per territory rules and the you have also created a workflow rule to trigger the Derive Territory action on every account save, the system ignores the new territory and tries to propose and assign a territory based on territory rules.

So, in this case if you do not want the territory derivation using “Territory Assignment Rule” then you need to de-activate it.
If you do so, the Account will derive the territory on Save action based on workflow rule.