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