Escalation based on the priority .

[naval_bhatt4]

Hi experts ,

I have to as escalation deadline management based on the priority .

for example

for priority 1 the deadline is 1 days , for 2 its 2 days ......

how can it be done , is it even possible ?

I am trying to do this in CRM system . there is any alternative in that system

Cheers and thanks in advance ,

Naval Bhatt .

[Former Member]

What kind of priority are you talking about? Workitem priority? How do you determine it in the first place?

You can always put an expression as deadline (an object attribute for example). The attribute will be determined at the workitem creation. This means that you object attribute cannot retrieve the attributes from the WORKITEM object, because it is probably not yet instantiated at that time (and thus it cannot retrieve the workitem priority if that's what you meant). You could however reproduce the logic to find out your workitem priority and based on that determine your deadline.

Search the forums and look at the appendix of the "Practical Workflow for SAP" book about deadlin based on factory calendar. This won't give you the solution but it is a good start to get inspired.

Rgds,

Patrick

[naval_bhatt4]

This problem is related to the case management in CRM where every case is assigned a priority in interaction center at the time of creation .

so we have an attribute called priority based on which we have to decide the escalation time and person .

[pokrakam]

>

> Search the forums and look at the appendix of the "Practical Workflow for SAP" book about deadlin based on factory calendar. This won't give you the solution but it is a good start to get inspired.

Good suggestions by Patrick; actually the second edition of the book contains an example on how to do exactly what you're after using functional methods, where you can define a dynamic parameter. If you are familiar with OO in workflow I'd recommend a functional method, otherwise go with Patrick's suggestion.

If you don't already have the second edition of the book I would recommend getting a copy - even if you have the first one, because a LOT has been added/updated. (All authors' proceeds are donated to charity so I'm allowed to advertise it!

[naval_bhatt4]

I Have the last edition .. it will be a bit costly for me to buy that book .

but can you give me a hint how to do that ..

[pokrakam]

Can't you ask your employer to get a copy? After all it is for their own good if you can build better workflows!

The hint was in my last post - use a functional method.

if you search on SDN you should find a series of blogs from Jocelyn Dart - 6 is the most useful for your problem but the rest will help understand it better.

1. Why use ABAP OO with Workflow?

2. Getting started with ABAP OO for Workflow ... using the IF_WORKFLOW interface

3. Using ABAP OO with Workflow Tasks

4. Raising ABAP OO events for Workflow

5. Using ABAP OO attributes in Workflows and Tasks

6. Using functional methods in Workflows and Tasks

7. Referencing BOR objects in ABAP OO classes

What's useful for you and not mentioned in there is that In workflow expressions static methods need a % sign instead of & and do not need the IF_WORKFOW interface if they are not used in bindings.

If you've never worked with ABAP-OO before and/or you are short on time then Patrick's suggestion is a perfectly useful alternative.