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Escalation of mails in Agent Inbox


We have a requirement to escalate e-mail to IC Manager if it is not responded within one hour. We made the following settings:

Added the following Directly called services under Service Manager profile:

FG_ESCALTIME (Property ID - FACTORY_CAL, Value - 01)

UT_ESCALDETERM (Property ID - Method, Value - 02).

These services are inserted before RE_RULE_EXEC.

Then we added another service called UT_SEND_ESCL with properties


We added the Action to Set attribute Value in Rule policy.

But when a mail fulfilling all conditions is received, the ERMS workflow template just adds Attribute value and doesn't escalate it. There are some errors in the workflow processing also.

Can somebody guide us on this?

Thanks in anticipation,


Former Member
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