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SAP UAR MSMP Escalation

Hello Experts,

I would like to ask if possible to escalate the UAR workflow to the higher manager (Manager's Manager) in case the current manager doesn't take action.

the current solution is to escalate the request to GRC Admin only.

So, Is there a standard way to do this escalation in MSMP.

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2 Answers

  • Mar 21 at 04:23 PM

    Abdullatif,

    I don't think we have any standard functionality to escalate to managers manger, instead we can create a custom agent(user group or direct mapped etc) but the caviar for that is we have to identify all the managers manager and assign them to a particular usergroup or direct mapped.

    Thanks

    Ramesh

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    • Thank you for your answer. Is creating a custom agent recommended by SAP?

      In case I used it, Do that mean it require to create custom agent for every manager. I need more details if possible.

      Thanks,

      Abdullatif

  • Mar 22 at 01:58 PM

    HI Abdullatif,

    Ideally, UAR is admin task so if request is escalating from manager it should go to admin for review.
    But I there are various options available in the Escalation dropdown for UAR work process,
    For your specific scenario, you can try using the option "Escalate to specified agent" and maintain the ZAgent ID.

    Please check if this helps

    Regards,
    Sachin

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    • Thank you for your answer. I know for this option "Escalate to specified agent" and maintain the ZAgent ID.

      but I don't know how to use it to escalate it to manager's manager.

      Thanks,

      Abdullatif