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

[Former Member]

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

[Former Member · Accepted solution]

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

[Former Member · Accepted solution]

Hi G One.

Could you please elaborate on the steps as i have to achieve the same but in service request scenario.

Regards,
Arti

[Former Member · Accepted solution]

.Hi Arti,

First, you have to make "Escalation level field" visible in your service request transaction.

Second, run action for escalation using selection report, on condition when "todoby date" is smaller than "today's date" and user status is not equal to "closed",

Further, no need to pass any parameter value method call "escalation".

Result- escalation field will change to "1" from "0" and escalation date will be filled up.

no email is triggered in this action definition.

Regards,

G.One

[Former Member · Accepted solution]

Hi G One,

My requirement is to trigger a mail to manager 1 in his inbox and send notification in CRM inbox when the escalation date 1 has exceeded and when escalation date 2 has exceeded than send a email to manager 2 and notification also. Calculation of dates is already performed by service profile. Could you please tell me how to achieve this.

Regards,

Arti

[Former Member · Accepted solution]

Hi Arti,

it seems under this condition, you may need to use both action and alert notification, i am not sure about how CRM inbox can be configured for this, maybe with BASIS help, it can be achieved, really not much idea about it.

sorry this time.

Regards,

G.One

[Former Member · Accepted solution]

Hi G. One,

Could you please tell me how to configure alert and action for this scenario.

Regards,
Arti

[Former Member · Accepted solution]

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

[Former Member]

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