Assinging the employee to an Organizational unit and fetch it accordingly

[Former Member]

Hi,

I got a requirement on Escalation on workflow process as follows:

Once the Service order is created i need to escalate the service technician

assigned to this service order and if the service technician doesn't

acknowledge to that message sent through escalation, i need to escalate his

superior.

Now from my side i was able to fetch the data related to the Service technician, but the problem where i am facing is i need to fetch the Superior.

Could any one please guide me like what needs to be setup in the organizational unit for the service technician to fetch the heirarchy and

how can i fetch the superior?

Your help is highly appreciated and rewarded through points.

Thanks and Regards,

Gopinath Addepalli.

[Former Member · Accepted solution]

Hi,

If you have a single superior, then you can create a position 'Superior' in the org miodel and assign the user to it.

To do thsi you can go to transaction PPOMA_CRM

also, if the Superior comes as a Partner Funciton in teh Srvice Ticket, then you can enhance teh BUS object to fetch the partner fnc and hence the User . THis can be done in transaction SWO1.

Kindly get back if you need more help

Do care to reward with points in case helpful

Sharif