I have implemeded an escalation process based on service products and categories.
If IRT or MPT is reached, the reponsible processor recieved a mail. But that is not enough.
I want to notify the employee that is leading the team that is responsible for the incident or service request.
Is there a how-to document that can help me, or can you tell me what i have to do?
I think I have to create the leader in the organization modell and call an action or is this the wrong way? If not can you say how to create the leader and use them in an action? Or do i need a new partner function?