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Indraneel_Das
Explorer
0 Kudos
SAP Service Cloud V2 offers different mechanisms to control the flow of Business process – namely Autoflow, Approval & Feedback.

In this blog, we will explain the ‘Autoflow’ feature which is used to define rules specific to a business process or entity and gets triggered based on certain predefined conditions. Also, we will see its practical usage within Case management scenarios in SAP Service Cloud v2.

Use case –

  1. Trigger an in-app notification to the users whenever a new case is created.

  2. Trigger an email to the reporter and processor of the case once the status changes from ‘Open’ to ‘In Process’


Navigate to ‘Settings’ -> Search for ‘Business Flow’ -> Autoflow


 


Rules may be of 2 types – Custom and SAP


 

SAP Rules – These are pre-delivered by SAP and are non-editable.


Custom Rule – These rules can be created to trigger actions such as send event notifications to integrated solutions, in-app notifications to users, and trigger automatic emails for business objects.


 

For the Notification Autoflow,

Click on (+) symbol to create new rule


 

Enter a description for the new rule ( for e.g. In-App Notification for case creation )

  • Select ‘Case’ from the list of available Entities.

  • Select Event Type as ‘Create Case’

  • Keep the Condition box as blank with default option ‘Conditions are met’ as selected. (We will see its use in the 2nd scenario for Email trigger part)

  • Select Action as ‘Send Info Notification’. Maintain Subject and Description text which you want to show on the notification ( for e.g. Case has been created {displayId}, where {displayId} is the placeholder for Case ID)

  • Select either of the options – Role Based Recipients or Employee Recipients to control who all you want to show the notifications ( In this example, we have selected ‘Processor’ and ‘Responsible team for case’ as Role-based recipients )


Click on ‘Save’ and ‘Activate’


For Email trigger Autoflow,

Enter a description for the new rule ( for e.g. Email Notification for Case registration )

  • Select ‘Case’ from the list of available Entities.

  • Select Event Type as ‘Update Case’

  • Input the Condition as Field -> Status Code equal to ‘Open’. Mark the ‘Previous Value’ checkbox. Add another row (AND) to Condition Group as Field -> Status Code equal to ‘In Process’. It means that the Condition Group will be executed when the Case status changes from ‘Open’ to ‘In Process’.


You can also add optional OR condition such that if conditions in at least one group are met, then the overall condition is considered fulfilled and the workflow rule gets triggered.

 

  • Select the Action as ‘Send Email’. Maintain the Subject line, E-mail Template and the Sender Name & Email. ( Note – You should have your Email Templates & Email Channels configured in the system prior to creating the Autoflow)

  • Select either of the options – Role Based Recipients or Employee Recipients to control whom you want to send the email ( In this example, we have selected ‘Reported By’ and ‘Account contact or Individual Customer of case’ as Role-based recipients )


Click on ‘Save’ and ‘Activate’


Now, its time to see our Autoflows in action…

On creating a new case (status – Open), notification is triggered automatically with the description ‘Case has been created {displayId}’


 

Next, on changing the case status from ‘Open’ to ‘In Process’, email is sent to the Reporter and Contact of the Account which can be seen under the Timeline view of the Case



Autoflows are triggered synchronously ‘On Create’ and ‘On Update’ of the transaction, hence, too many rules can affect system performance. As a best practice, SAP recommends consolidating the actions under a single rule for a particular entity instead of creating multiple rules.

That’s all for this blog post, if you find it useful or have any queries regarding the topic, feel free to leave a comment below.

Thanks for reading !