Skip to Content
author's profile photo Former Member
Former Member

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

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

Add a comment
10|10000 characters needed characters exceeded

Related questions

1 Answer

  • author's profile photo Former Member
    Former Member
    Posted on Dec 15, 2010 at 05:28 PM

    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.

    Thread Closed!

    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.