Customizing escalations

[michael_fallenbchel]

Hello,

i will implement the escalation management in my service desk.

I've customized at the moment, that when a new note is created, the message processor, the support team and the message creator are find automatically (by rules).

Now i wanted that when a certain time has elapsed, an email will be send based on the priority (to the message processor).

What things i have to customize to reach this?

Thanks in advance

Michael

[raguraman_c]

Hi,

Provide me your email id, I will send you a document. It will solve your problem.

Feel free to revert back.

--Ragu

[michael_fallenbchel]

Hi Ragu,

my email adress is

m.fallenbuechel@googlemail.com

Thanks for your help, points will follow

[raguraman_c]

Hi,

Sent Document. It will solve your problem.

Feel free to revert back.

--Ragu

[michael_fallenbchel]

Hi Ragu,

i followed your documentation step by step. But on point 7 (Item Category Determination) i got a problem:

"Item category ZOL4 is not allowed according to table CRMC_BT_BTI_ASSI"

Can you help me please?

Thanks, Michael

[Former Member]

Can I have access to this document also?

My contact is fernandoavc at hotmail dot com

[Former Member]

Can I have access to this document also?

My contact is fernandoavc at hotmail dot com