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Former Member
Mar 27, 2009 at 09:59 AM

Escalation process in Support Team


Hi Folks ,

1. My Client came up with an Requirement - He has three levels of Suppor Team , If the First level could not respond in 1 day - immediately it has to be Escalated to IInd Level if they are also not responding , it has to go for IIIrd level.

I got struck up how to use Actions with Dates here in this process ? r there any standard workflows for it ?

2. Secondly he has complex Org structure - Like - North , East , West , South & Corporate .

Under Corporate only IInd Level and III level Teams will be there .

Now i got struck up how to Map these scenerio in the Org Model. Upto 1st level no issue - But how to show the relationship for 1st level of each region with IInd & IIIrd level Teams.

Suggest me with your Valuable Inputs.

Thank you.