SLA based on CR Priority and send Escalation Mail

[former_member314998]

Hi Experts,

We need to implement the SLA based on change request priority and send out escalation email for that.

Can you please share your thoughts for implementing the same ?

Thanks,

Samrat

[varun_jain3]

HI Samart,

this is very common requirement and doesn't have standard out of solution, you need to implement custom solution .

We did this for our projects .

BR,

Varun

[former_member314998]

Hi Varun,

Thanks for sharing your input.

Any leads would be greatly appreciated.

Thanks,

Samrat

[varun_jain3]

HI Samrat,

we have created program that runs on background every 12 hours and program fetch CR created in last few days cross 48 hours with any action if yes we have custom code to send emails.

this can very based on business requirment .

BR,

Varun

[former_member314998]

Hi Varun,

Thanks for sharing your input.

We need to fetch data from USMD120C table, based on priority/due date and status will trigger escalation email.

Thanks,

Samrat