escalation notify the leader of a team

[Former Member]

Hi,

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?

Thanks

Robert

[Former Member · Accepted solution]

Hello, Richter.

I think that you can just enter in each BP of your support groups e-mails of the leader. Then copy escalation action and choose partner function SLFN0003. So your leader will get escalation e-mail.

[Former Member · Accepted solution]

Hello,

thank you nice and easy way 😉

I copied the default action YMIN_STD_SLA_IRT_ESC and set the partner function as you say to SLFN0003.

I try to set the email adress of the support team over TX: BP and PPOMA_CRM and also try to assign a leader in ppoma_crm. But the action finished with a failure -> no communication data found.

Did i enter the email adress on wrong way?

[Former Member · Accepted solution]

Richter Robert wrote:
I try to set the email adress of the support team over TX: BP and PPOMA_CRM and also try to assign a leader in ppoma_crm. But the action finished with a failure -> no communication data found.
Did i enter the email adress on wrong way?

Have you maintained e-mail adress in BP of support team (not in BP of your leader but exactly support team) on tab Address and area "Communication"?

[Former Member · Accepted solution]

stupid failure 😉 i took the area below "communication"

now it works!

thank you