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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.



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22 Comments

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  1. Nadezhda Rukavishnikova

    Hi Suman Saurabh

    Great article!

    Regarding question 14:

    Does it mean that I can change Lead to Customer_prefered_term in Sales Workcenter, but all standart notifications would still use term Lead? Like “Lead 123 wasassigned to you”?

    Regarding workflow Timing:

    Can I use worflow to create action cycles?

    I want to use workflow to kick start an action 5 min after saving a Task. After 5 min the action is called and as a result Task processor is changed. Would the result of this action be intepreted as saving a Task? If yes, than the same workfloe could start another iteration of the same action after 5 min. If no, why wouldn’t workflow start again?

    Best regards,

    Nadezhda Rukavishnikova

    (0) 
    1. Suman Saurabh Post author

      Thanks Nadezhda !!!

      Regarding question 14:

      If you have changed the standard test e.g. “Lead” to “XYZ” using language adaptation.

      In that case system should send notification as “XYZ 123 was assigned to you”.

      Though i have not tested this behavior but let me know if behavior is different in your tests.


      Regarding workflow Timing:

      It is not possible as the action change in Task is only possible for status (In Process, Open, Complete).

      There are limited fields supported for the Actions.

      Regards,

      Suman

      (0) 
      1. Nadezhda Rukavishnikova

        Hi again!

        I tested point 14 by making a language adaptation of Leads and Opportunities in Workcenters Sales, Customers and Feed. But I still get notification with standart object names.

        Thank you for the tip regarding actions.

        Best regards,

        Nadezhda Rukavishnikova

        (0) 
        1. Suman Saurabh Post author

          Hi Nadezhda,

          The it seems to be limitation (point 14): no changes will be taken over in notification texts.

          Regards,

          Suman

          (0) 
  2. Majid Ahmed

    Hi Suman

    Great article, this is a very useful point of reference especially for those working within the C4C service domain where much of this content is highly relevant.

    Thanks

    Majid

    (0) 
  3. Ulla Lambauer

    Hi Suman,

    really valuable info. Unfortunately the link to question 3 does not work anymore. Could you provide the correct link?

    Regards,

    Ulla

    (0) 
  4. Ulla Lambauer

    Hi Suman,

    one question: our customer wants to notify a specific person in their company via e-mail when a visit is completed and contains information within a specific field. Is it possible to include a link in this e-mail that opens the corresponding visit object in c4c?

    Regards,

    Ulla

    (0) 
      1. Ulla Lambauer

        Hi Suman

        unfortunately this doesn´t help as i need to know how the link to a visit object has to be built. Do you know how this has to look like?

        Regards,

        Ulla

        (0) 
        1. Suman Saurabh Post author

          Hi Ulla,

          Sorry i do not know about it.

          I would suggest you to create a thread in the community.

          We might get hint from experts.

          Regards,

          Suman

          (0) 
  5. Kumar Kumar

    Great Article and Helpful.

    One Question: How to activate standard field which is not available as part current visible list of fields for Field Update. Example for Ticket Object there is no Ticket Type field available to default Ticket Type?

    Regards,

    Bharat

    (0) 
    1. Suman Saurabh Post author

      Hi Bharat,

      Thanks for your feedback 🙂

      Regarding your question:

      Not all standard fields are released for object.

      You may create a new requirement for it in Ideas forum.

      Regards,

      Suman

      (0) 
  6. Rashmi ranjan behera

    Hi Suman,

    I have a query.If i have configured an workflow for escalate after 5 minutes and its not triggering ,Is there any window or screen where i can find the failure result .

    It means from where i can see why the workflow didn’t get executed?

    Regards
    Rashmi Ranjan

    (0) 

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