Customer relation >  Customer support >  Service requests >  Escalation history  

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From the management of the service requests, it is possible to consult the history of the escalations that have been executed.

Prerequisite

SEEREFERTTO Refer to documentation Implementation

Screen management

The escalation history can only be accessed (tool bar menu) if the service request has undergone at least one escalation.

The last of these escalations is directly displayed on the service request, in the management tab.

Header

Fields

The following fields are present on this tab :

Block number 1

  • Code (field ESCNUM)

 
  • Sequence no. (field ESCCOD)

 
  • Description (field ESCNAM)

 

 
  • Type (field ESCTYP)

 

 

Service request

 
  • Escalation date/time (field ESCDAT)

 
  • Time (field ESCHOU)

 
  • Request assignment (field SREASS)

 

 
  • field SREDETCLA

 

Close

 

Tab Actions

Fields

The following fields are present on this tab :

Grid

 
  • Description (field ESCACTNAM)

 

Close

 

Error messages

The only error messages are the generic ones.

Tables used

SEEREFERTTO Refer to documentation Implementation