Configure Service Level Agreement rule to escalate the work object to Manager

[Satya_K]

Hi Team

How to Configure Service Level Agreement rule to escalate the work object to Manager worklist if deadline is passed

Regards

Raja

[SohamM95 (Soham Majumdar)]

@Satya K

On the Passed Deadline actions of the SLA rule, you can use the OOTB action Notify Manager which will notify the manager operator assigned to the current assignee’s Workgroup. You can also assign to someone else mapped to your WorkParty, or to an user or queue, or write your own utility.

[Akhila_Chamakura (Akhila CH)]

@Satya K

To configure a Service Level Agreement (SLA) rule to escalate a work object to a manager’s worklist if the deadline is passed, set the deadline escalation action in the SLA rule to “Transfer Assignment” and specify the manager’s worklist as the destination.

[Prasad_Reddy_Muddam]

Hi @Satya K

Since your requirement is to nofity manager when the dead line is passed we need to select Notify Manager action in the deadline tab.

Please find the screenshot attached below for your reference.

Regards,

Prasad.