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ERMS Escalation

Hi Gurus,

I tried achieving escalation through the following Directly Called Services in Service Manager:

UT_ESCALDETERM,

FG_ESCALTIME and

UT_SEND_ESCL, with all Property values.

But, it did not work.

However, when I tried escalation with ERMS workflow WS00200001, it works.

Please guide me if this is a standard behavior or I am missing something. ERMS Workflow can't send escalation mails to external e-mail IDs. Moreover, the use of E-mail forms, recipient ID, sender's ID appears redundant then.

Kindly guide me on this.

Regards,

Vivek

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