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author's profile photo Former Member
Former Member

Which method/Badi to use in actions for escaltions in service order?

Hello Friends,

I am configuring an action for escaltion of service order using selection report. Once a certain date in my case 'first response by' is passed a mail should trigger to certain recipients that no action has been taken till yet.

I have gone through standard methods available and for service request escalation a method called 'Escaltion' is available. Can it be used for same purpose with little tweak in code? or is there any other standard method available?

Thanks !

Regards,

Abhishek

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  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Jul 25, 2012 at 10:52 AM

    Hi Abhishek,

    The method "Escalation'" only changes the field "escalation level" from '0' to '1' and updates date type-"escalation level 1 date" with the date when this action was executed.

    it does not send any email to anybody, to achieve this either you have to tweak this method technically or create a new action definition "send email", with condition when escalation level=1 and user status "is not equal to" closed.


    and run this report immediately or while saving.

    i hope it helps.....

    Regards,

    G.One

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    • Former Member Former Member

      Hi Arti,

      for alerts i guess i have already shared some link with you, and moreover even i too donot know much about alerts.

      so here i would discuss about Action-

      1.to trigger a mail to manager 1 and send notification in his inbox

      Ans:

      Action definition -

      process time-selection report execution

      method call-"create_email_doc"

      condition-when current date > escaltion date1 and user status "is not equal to" complete/closed.

      partner dependent for partner functions service manager.

      same for second requirement (send a email to manager 2 and notification )as well.

      try it out.

      Regards,

      G.One

  • author's profile photo Former Member
    Former Member
    Posted on Aug 01, 2012 at 07:42 PM

    Hi

    You can use follwoing badis for Action

    EVAL_STARTCOND_PPF - > use to add complex custom start condition .

    EVAL_SCHEDCOND_PPF -> use to add complex custom schedule condition .

    EXEC_METHODCALL_PPF -> use to add logic to send Email notification

    Thanks

    Swapnil

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