I am currently working on SRM 7.0 and had a query wrt forwarding shopping carts (SC)
There are a lot of incidents where the support team needs to redirect SCs to the assigned approver because the first approver might be on leave. In such instance there is an impact because of POs / SCs being approved with a delay, thus having a business impact.
My 2 qns wrt the same:
1) Does it make any sense in looking at reduction of ticket count for this category of tickets
2) If above is yes, what are the ways it can be done ?
3) If a particular approver is on leave between X date to Y date, can the HRIS system trigger the same and through customized program coding, can a workflow be developed to forward the SCs or POs automatically? What is the amount of effort required for the same.
Trust you can assist with with the same.