Recipient determination for tickets

[former_member538685]

Hi C4C experts,

I have these service scenarios from my client:

• sending an email to service and support team of ticket, when the status of service ticket changes from completed to re-opened
• sending an email to service unit of reporter of ticket, when the status of service ticket changes from open to completed

I have designed two workflow rules to cover these scenarios, but in the recipient determination, I don't find any recipient that could satisfy my requirements

Could you help me, please?

Thanks in advance,

Giovanni

[former_member538685]

Hi Prasanth,

thanks for your reply and explanation.

As you can see in the list of recipients for the ticket object and the email rule type, there are two recipients "Responsible Team for ticket" and "Sevice tecnichian team for ticket".

In my opinion these recipients could be organizational unit and the first one should cover my first scenario, but it doesn't work.

Based on your reasoning, maybe these two recipients could have another meaning?

Thanks in advance.

Best regards,

Giovanni

[felipe_fraga]

Hi Giovanni,

It does seem that the Responsible Team for Ticket should do what is expected.

Since that is not the case, could you raise an incident to SAP Support so we can check this further?

Best regards,
Felipe Fraga

[former_member538685]

Hi Felipe, thanks I have opened an incident in my tenant for the issue.

[PrasanthArya]

As of my understanding, Workflows send mails to business partner of type Person which corresponds to a real person within a company.
Where as your requirement is to send a mail to business partner of type Organization that represents a company.

Service and Support Team of ticket and Service Unit of reporter of ticket are basically the Organizational units , under which there will be employees.

So this isn't possible as of now , becasue of which you are not able to see the options.