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 Automatic Determination of Tasks

Use

The system can automatically determine which tasks should be performed first, based on the predefined parameters response profile and service profile . The response profile and service profile determine the times and the time interval within which your company should respond to a notification in a particular way:

  • In the response profile, you can define one or more standard tasks based on a notification's priority, which the system can propose automatically and which must be performed within a specified time period. The system automatically assigns the determined tasks to the notification header.

  • In the service profile, you can define time periods for individual workdays (service windows), in which a quality notification can be processed.

Note Note

You create a notification at 10:00 am. The response profile defines a time interval of two hours for the task code "Call back customer" and a time interval of 4 hours for the code "Check whether technician is on site". The times defined in the service window are 8:00 am to 12.00 noon and from 2:00 pm to 6:00 pm.

In this case, you should call back the customer by 12:00 noon to discuss or clarify the problem. If you have to send a technician to the customer site, the technician must arrive by 4:00 pm.

End of the note.

Prerequisites

Your system administrator must assign both a response profile and a service window to each notification type in Customizing for Notification Processing .

Activities

Choose Start of the navigation path Edit Next navigation step Tasks Next navigation step Determine End of the navigation path to automatically determine the tasks. You can also choose Start of the navigation path Edit Next navigation step Tasks Next navigation step Simulation(Det.)… End of the navigation path to simulate the task determination (without actually assigning the tasks to the notification).