Status : Assigned (New) (it will be actually in process)

Mail - To Level 1

Subject- Dealer Portal SR 123 is assigned (in process) to you.

Body of the mail:

Dear Sir/Madam,

The Service request no. 123 is assigned to you:

Summary: (from service request)

Issue: (from service request)

Customer Code:

Customer Name: (Raised By from service request)

The timeline to resolve this issue is (SLA)day, the next level of escalation is (Level 2).

Best Regards,

Dealer Portal.

Status : In Process

Mail - To Dealer

Subject- Dealer Portal SR 123 is in process.

Body of the mail:

Dear Sir/Madam,

The Service Request no. 123 is in process with (assigned to name)

Summary: (from service request)

Issue: (from service request)

Customer Code:

Customer Name: (Raised By from service request)

The service request will be resolved at the earliest.

Best Regards,

Dealer Portal.
Status : Re-opened

Mail - To Level 1

Subject- Dealer Portal SR 123 is re-opened & assigned to you.

Body of the mail:

Dear Sir/Madam,

The Service request no. 123 is re-opened & assigned to you:

Summary: (from service request)

Issue: (from service request)

Customer Code:

Customer Name: (Raised By from service request)

The timeline to resolve this issue is (SLA)day, the next level of escalation is (Level 2).

Best Regards,

Dealer Portal.

Status : Resolved

Mail - To Dealer

Subject- Dealer Portal SR 123 has been resolved.

Body of the mail:

Dear Sir/Madam,

The Service Request no. 123 has been resolved by (assigned to name)

Summary: (from service request)

Issue: (from service request)

Customer Code:

Customer Name: (Raised By from service request)

Best Regards,

Dealer Portal.
Escalation Mail – Escalation mail should trigger to the next level escalation as maintained in the
table which will be dynamic considering the SLA days maintained in table.

It will be our (Crompton’s) data maintenance responsibility to not break the sequence of level i.e.
it will always be 1, 2, 3 and so on.

Mail To Level 2

CC Level 1

Subject-Dealer portal SR 123 is escalated to you.

Dear Sir/Madam,

The Service request no. 123 is escalated to you which was assigned to (Assigned to -Contact person
name) on (creation date)Fo

Summary: (from service request)

Issue: (from service request)

Customer Code:

Customer Name: (Raised By from service request)

Best Regards,

Dealer Portal.