Standard Escalation: Deadline Agent Notification of Deadline Items
If one of the deadlines which has been set is exceeded, the
responsible is notified. Thisnotification is implemented as a
which appears as such in the agent's work list.The
used is standard. To enter another text for the notification, enter a
long text (deadline item)
when the single-step task being monitored is defined. It is possible to replace textvariables with elements from the task container at runtime.When deadline monitoring is performed for wait steps, it is not possible to use anindividual long text in the manner described. How this can be achieved nevertheless isdescribed in the next section.When the
for notifying the agent
, information on the monitored and late workitem is displayed.If a deadline is exceeded,
the monitored work item has not yet been completed
. The status and agentassignment of the monitored work item are not changed by the exceeded deadline and notification of theagent.To implement deadline monitoring in the way described, maintain the data on
in the definition of an activity, user decision, or wait step. Do
enter an eventdescription for the deadline to be monitored.
Modeled Deadline Monitoring
Mail: Informing an Agent via SAP
When a deadline is exceeded and the agent cannot or is not to be informed in the manner describedabove using a work item, it is possible to use the SAPoffice functionality to send the notification that adeadline has been exceeded by mail or as an external document.In the case of deadline monitoring for wait steps, the procedure described below is theonly way of sending an informative text to notify the agent. The procedure of using thelong text of a single-step task is not possible.Proceed as follows:
Maintain the data for
. An event description must be entered for the deadline to bemonitored. For further information, please refer to Deadline Monitoring.
Then insert the steps which are required to determine the recipient and send the text after the"exceeded deadline event". For further information, please refer to Sending a Text as a Mail.
Bear in mind that the monitored work item has not yet been completed. The status and agent assignmentof the monitored work item are not changed by the exceeded deadline and notification of the agent.