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Transaction Reading in Workflow

Hi Experts,

I need to create a workflow which will take care of sending a mail to the managers and senior managers based on the duration the complain was created. Suppose from the time created no action taken on complain and it has become 24 hrs then the mail mentioning abt the no necesary action for the complain must go to the Sales or service manager, similarly if the time crosses 48 hrs, the respective GM's must be informed.

Any idea how to start and how to read the actual transaction of complain(BUS2000120). I will need to read the priority of the document and its date and time and also need to find the respective Manager and GM (sales or service).

your help with be highly appritiated.

Thanks,

SA

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