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Jan 12, 2011 at 01:54 PM

Escalation process in Service Ticket based on the Priority,DueDate & Status

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Hi Experts,

What is the standard way of Escalation process in SAP CRM Service Ticket management based on the Priority, Due Date and Status together. SLA can be usde with Service Ticket ?

Based on the status, priority and due date/Time, how can I re-assign the ticket and send mail to the specific responsible employee or department to work on the ticket.

Thanks

Shaik Chand