Hello gurus!
Here we have the following requirement and I would like to know if its feasible by using Actions:
- We are using IC Web (in CRM 2007) and we need to escalate Service Orders. The point is E-mails has to be sent to a person in a higher level in the Organizational model if the Service Order was not closed in 2 hours. But if it has passed 4 hours and the Service order was not closed an E-mail should he sent to the head of department. That is the scenario. I only need the mail to be sent to different persons based on the amount of hours that have passed and the Service Order is still open.
Is this possible to achieve by using Actions? Because I do not know if the action can be triggered without any user interaction? I mean, the user will no longer be in the Service Order...and the mail should be sent if 2, 4, 6 hours passed to different people.
If not possible with Actions, what do you suggest?
I hope you can help me and understand what I explained!
Many thanks in advance!
Pablo