'Escalate'-Button in Service Order (Ticket)?

[Former Member]

Hi Experts,

I am searching for the 'Escalate Button' in the Service Order which is used to escalate the service ticket to another responsible employee (e.g. IC Agent). I am using SAP CRM 7.0 and I am not able to find it. In John Burton's Book 'Maximizing Your SAP Interaction Centre' on Page 313 (Figure 9.13) he says: 'Order Routing is manually involed by IC Agent by pressing the 'Dispatch/Escalate' button located on the service ticket screen. But I am sure after searching there is no button.

Is he talking about the Agent Inbox? If not what is the name of the component? Is it possible to create a Rule Policy (Z) to escalate the service ticket not to a IC Agent but to another Partner Function like to a Dealer?

Best Regards

Oliver

Edited by: Oliver Schultze on Dec 14, 2010 10:28 PM

Edited by: Oliver Schultze on Dec 15, 2010 11:33 AM

[Former Member]

Answer:

As of 7.0, there is a new transaction called Service Request which replaces the Service Ticket transaction. There is situated now the 'Dispatch' Functionality.

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