You use this procedure to define and setup E-Mail Escalation.
You have authorization to read mail forms.
Define the method used for determining initial response times.
Service Level Agreements
Run transaction CRMD_SERV_SLA
.
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 .
Assign the method used for determining initial response times and assign the fact gathering service.
In Customizing for Customer Relationship Management
choose .
Select your service manager profile.
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
:
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.
Under Directly Called Services
, add or select Service ID UT_ESCALDETERM
and choose Properties
.
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.
Customizing of the notification mail.
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 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 .
Assign the mail form and the receiver's and sender's e-mail information to the service manager profile.
In Customizing choose
.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.
In Customizing choose ERMS_ESCALMSG
to the object ObjectID
15107965 without entering the Address/Number
.
In transaction SWU3 under Maintain Runtime Environment
, maintain the Schedule Background Job for Workflow Deadline Monitoring
and specify the interval until next deadline check.