Reminder and escalation

[Dart, Jocelyn]

Hi Johnson, 
Kjetil and Peter's suggestions are good. 

You can also use two different deadlines on the same workflow step to
avoid having to create an external program.

E.g. use the "Requested End" deadline to send a reminder email, and use
the "Latest End" to use modelled deadline monitoring to send the work
item to the alternate manager. 

If you are using a 6.20 system or above you might also find the workflow
header event option "Reexecute rules on active work items" very helpful.

You could still use RSWUWFML2 to send an email to the agent telling them
they have work to do on the day the work item is created. 

Jocelyn. 

-----Original Message-----
From: sap-wug-bounces at mit.edu [mailto:sap-wug-bounces at mit.edu] On Behalf
Of Kjetil Kilhavn
Sent: Friday,20 May 2005 5:39 PM
To: SAP Workflow Users' Group
Subject: Re: Reminder and escalation


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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