Activity Workflow: Send Email Notification When User Complets the Task Even if the User is Different Than Owner (Doc ID 2237662.1)

Last updated on MARCH 14, 2017

Applies to:

Oracle CRM On Demand - Version 031CS to 031CS [Release 31]
Information in this document applies to any platform.

Goal

Workflow condition compare of owner and user not working


I have a workflow triggered on Activity - Modified record is saved. It is intended to send an email to the owner of the Service Request when the task status is set to "Completed".
The original syntax was:
[<Activity>]=LookupValue("ACTIVITY_DISPLAY_CODE", "Task") AND IfNull([<ServiceRequestNumber>],"Invalid") <> "Invalid" AND [<Status>]=LookupValue("EVENT_STATUS", "Completed") AND PRE('<Status>') <> LookupValue("EVENT_STATUS", "Completed")

And it worked

I want to add an additional criteria so that the email is only sent if the user who completes the task is not the owner of the service order. To do this I added a clause:
AND JoinFieldValue('<ServiceRequest>', [<ServiceRequestId>], '<OwnerId>') <> UserValue('<UserId>')

I know my joinfieldvalue clause is working, because I added the same code string into the body of the email and it returned the expected value (the ID of the service request owner).
However when the user completing the task differs from the SR owner, I do not get an email.
I tried replacing my <> with = assuming that the clause can only evaluate as True or False. Still no email.

If I remove the added clause, it goes back to working as expected so please let me know what is wrong with my new clause.

Solution

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