Escalation of service ticket in SAP C4C

[former_member742652]

Hello!

I would like to ask about escalation functionality in SAP Cloud for Customer. In the Solution Guide for SAP Service Cloud, it is written that "You can also create organizational work distribution rules to manage escalation routing". However, this Organizational work distribution work center is depreciated. Therefore, I wonder if it is possible to retrigger Employee work distribution after the escalation of the service ticket(e.g. add one more rule to assign employee X, as processor if the ticket is escalated)

[Nikos]

Could anyone give more details on this?

[sandeephebbar · Accepted solution]

Hi sergjauns,

Yes, it is possible to reassign the processor based on the escalation status using "Ticket Routing Rule by Employee", however, the "Processor" field in the ticket should be either blank or the previous values are not manually modified.

Regards,

Sandeep

[former_member742652 · Accepted solution]

Thank you Sandeep!