Reminder and escalation

[Kjetil Kilhavn]

I want to disagree about the "unfortunately" with respect to RSWUWFML2 not
forwarding work items.

That aside, what will your solution do when there are 2 agents with
different managers? 10 agents with different managers? When the managers
are not possible agents of the task? Assuming that you have all that
figured out I support Peter's suggestion to set up deadline solutions. You
need to create a custom object type which calculates the deadline from
working days. You can find this solution mentioned in the archive multiple
times, and somewhere there is a presentation which describes how to create
such an object type. The problem is that you have two deadline
requirements, so you will get a fairly ugly-looking flow.

Another (not recommended) option is to create your own program which finds
the relevant work items and sends a reminder if they are three days old and
forwards them if they are six days old. The disadvantage is that your
workflow log will not contain information about what really happened.

Another option (and I think I can recommend this one) is to create your own
program to send the reminders and use the deadline handling for escalation
to managers.
--
Kjetil Kilhavn




                                                                                                                                     
                    Peter Roehlen                                                                                                    
                    <peter.roehlen@        To:     "SAP Workflow Users' Group" <sap-wug at mit.edu>                                     
                    gmail.com>             cc:     (bcc: Kjetil Kilhavn)                                                             
                    Sent by:               Subject:     Re: Reminder and escalation                                                  
                    sap-wug-bounces                                                                                                  
                    @mit.edu                                                                                                         
                                                                                                                                     
                                                                                                                                     
                    20.05.2005                                                                                                       
                    08:36                                                                                                            
                    Please respond                                                                                                   
                    to "SAP                                                                                                          
                    Workflow Users'                                                                                                  
                    Group"                                                                                                           
                                                                                                                                     
                                                                                                                                     




Hi Johnson,

The program you mentioned is great for notifying people that they have a
work item in their workflow inbox but unfortunately does nothing about
sending an email or moving a work item to another person's inbox after a
deadline.

You need to look into deadline monitoring which is probably a bit too
involved to explain here.  Check the R/3 library at http://help.sap.com.
Pick your release and then do a search using "deadline monitoring."  There
is some config to be set up and a batch job to be scheduled.  In the
workflow builder there is a wizard called "Model deadline monitoring".

There is another wizard for sending email called "Include Send Mail."

Good luck,

Peter Roehlen.


On 5/20/05, Zavier, Johnson <JZavier at suncor.com> wrote:
     Hi All,
     We have a requirement to send a reminder e-mail to user when the work
     item is not processed within eg: 3 business days and forward the work
     item to manager of the agent if the item was not processed in 6
     business
     days.

     I found the RSWUWFML2 program to send an e-mail notification when the
     work item was created.

     Any input is greatly appreciated. We want to implement a common
     business
     process across all workflows in SRM,CRM and R3 4.7.

     regards
     Johnson Zavier
     SAP ABAP/Workflow
     Project Cornerstone, 1721D
     Suncor Energy Inc.


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