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SAP C4C Ticket SLA Violation E-mail notifications to multi level Employees

Hi experts,

i am trying to configure multi-level SLA breach E-mail notifications to Employees and employee's manager in a c4c service. The requirement is to notify the Employees.

if the 60% SLA is reached and there is no change to the ticket and similarly if the 80% SLA is reached and there is no change to the ticket then employee's manager must be alerted and

if the 90% SLA is reached and there is no change to the ticket the then manager's manager must be alerted.

i have tried and tested the functionality and it's not working.

some one can help me.

Regards,

Happy

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1 Answer

  • Mar 07 at 01:07 PM

    Hi Santosh,

    You could refer to below thread for additional details:

    https://archive.sap.com/discussions/thread/3958343 Thanks,

    Vani

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