Defining E-Mail Escalation

Show TOC

You use this procedure to define and setup E-Mail Escalation.

Prerequisites

You have authorization to read mail forms.

Procedure

Define the method used for determining initial response times.
- Service Level Agreements
  1. Run transaction CRMD_SERV_SLA.
  2. Maintain a response profile and assign a response time. For Name of Duration, select Duration Until First Reaction. The response profile is associated to a service contract. For more information, see Service Level Agreements (SLA).
- Rules and Actions
  Define a rule in the CRM WebClient user interface and use the Set Attribute Value action with the Response Time Duration attribute.
- E-Mail Addresses
  Define the escalation time period for each receiving e-mail address in Customizing for Customer Relationship Management by choosing Interaction Center WebClient Agent Inbox Settings for Asynchronous Inbound Processing Define Receiving E-Mail/Fax Settings .
Assign the method used for determining initial response times and assign the fact gathering service.
1. In Customizing for Customer Relationship Management choose E-Mail Response Management System Service Manager Define Service Manager Profiles .
2. Select your service manager profile.
3. Under Directly Called Services, find the Service ID RE_RULE_EXEC and add the following services underneath to ensure that they are executed in the correct order with the attribute Invocation Order. If you do not use Rules and Actions to determine your initial response times, the order of the services could be invoked before RE_RULE_EXEC:
  1. Under Directly Called Services, add the Service ID FG_ESCALTIME if it is missing. You can maintain the property values using the F1 field help.
  2. Under Directly Called Services, add or select Service ID UT_ESCALDETERM and choose Properties.
  3. In the Property ID field add or select METHOD, and in the Property Value field enter the value. Refer to the F1 field help for e-mail escalation values.
Note
Do not include the service UT_SEND_ESCL as part of your DEFAULT service manager profile.

End of the note.
Customizing of the notification mail.
1. In the CRM WebClient UI define the mail form used for notifying managers of the e-mail escalation. This is done in the interaction center (IC) manager role under Knowledge Management Mail Forms . Insert escalation specific placeholders by clicking Attributes in the mail form and adding those specific escalation fields (for example, escalation date, time and type, sender's name and e-mail address and the e-mail subject).
  If these escalation objects are not available, ensure that object CRMS_ERMS_ESC_FIELDS has been added and configured to the correct context in the mail form. In Customizing for Customer Relationship Management choose Marketing Marketing Planning and Campaign Management Personalized Mail Maintain Attribute Contexts for Mail Forms .
2. Assign the mail form and the receiver's and sender's e-mail information to the service manager profile.
  1. In Customizing choose Customer Relationship Management E-Mail Response Management System Service Manager Define Service Manager Profiles .
  2. Select service manager profile ERMS_ESCALMSG and maintain the property values of the service UT_SEND_ESCL under Directly Called Services. Refer to the F1 field help for e-mail escalation values.
3. In Customizing choose Customer Relationship Management E-Mail Response Management System Service Manager Assign Service Manager Profiles . Assign the service manager profile ERMS_ESCALMSG to the object ObjectID 15107965 without entering the Address/Number.
4. In transaction SWU3 under Maintain Runtime Environment, maintain the Schedule Background Job for Workflow Deadline Monitoring and specify the interval until next deadline check.