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SLA ITSM : Email Notif from Processor to Upper Level (4th Level)

Hi All,

we have SLA Case, customer needs escalation mechanism when incident has

MPT/IRT Exceeded, manager (Level upper) of message processor has email

notification and got Incident Documents,

here our Support Desk Org Struct (PPOMA_CRM):

Level 4 (Head of Branch)

|

|

----> Level 3 (Manager of Branch)

|

|

-----> Level 2 (Sec Head of Branch)

|

|

-----> Level 1 (Message Processor)

based on Org Structure, our client need email notification and Incident

Document when MPT/IRT has exceeded ,so Level 2 get email & incident doc

automatically.

our current situation : we have configure PPF (SPPFCADM and SPPFCDETCRM) to define email notification, but only

sent to Requester and Message Processor when MPT/IRT Exceeded.

so, any advise ? if SAP ITSM does not support this mechanism, please

info

us.

Thanks

ghochi

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