SAP C4S - Workflow to email employee personal

[Andrew86]

In SAP C4S we populate an employees work email and personal email. If an employee emails our Employee Support Email Address using their personal email, we would expect that via workflow, they could receive via Recipient Determination an email confirming a ticket has been raised.

However, in using "Employee of Ticket", it will only email to work email.

How can this be remedied?

[czanata · Accepted solution]

Hi Andrew.

I think it's not possible (yet) to set "Personal Employee Email" in Recipient Determination of Ticket WF rule.

You can try to create an WF rule of type "Action" and implement this action (ServiceRequest.xbo) on SAP Cloud Application Studio and then get the personal email of ticket owner and send the email.

Follow this steps to do this: https://blogs.sap.com/2013/12/12/html-custom-email-notifications-in-sap-cloud-applications-studio/

another: https://archive.sap.com/discussions/thread/3605883

Expect it helps.

Regards!

ciro zanata.

[Andrew86 · Accepted solution]

Thank you Ciro Zanata
I will have a look into this method.
I have likewise raised it as an 'improvement': https://influence.sap.com/sap/ino/#/idea/206679