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PYIN_P2E_REQ_20 - Maintain Escalation Path for Request Approval Level

PYIN_P2E_REQ_20 - Maintain Escalation Path for Request Approval Level

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In this Customizing activity, you define the conditions for further action and recipients for escalation of a workflow.

Here, you maintain the time period before which the recipient must act on a workflow. You also maintain the actions and escalations that the system performs in case the recipient is not able to respond to the workflow on or before the defined time period.

You can select the following actions:

  • Auto Approve
  • Auto Reject
  • Escalate

For any given request, you can define a maximum of three levels of escalation. For each escalation level you need to define the relevant approver and the timeframe within which the approver must take an action. In case there is no response even from the 3rd level of escalation, the only options available are auto approval or auto rejection of the request.

You must configure Maintain Agent Code.

The lists of agents that you create using Maintain Agent Codecustomizing activity, will be available for input in Agent Code Field.

As a pre-requisite, during the creation of the policy, the recipients of a workflow are selected in the UI and transferred to this table

Consider the following scenarios:

Scenario 1:

On a request, You expect the approver to take action within 3 days, failing which the system should Auto Approve the request.

To enable this scenario, maintain the following values:

  • For the corresponding workflow level, enter the value 3 in Days for Next Action field.
  • Select AA (Auto approve) in Next Action field.

Scenario 2:

On a request, you expect the approver to take action within 3 days, failing which the system should send (escalate) the request to approver B. Approver B should perform the required action within 5 days. In case approver B is not able to respond in the given time, the request must be forwarded (escalated) to approver C who should then respond within 10 days, failing which the request will be Auto Rejected.

  1. To enable this scenario, maintain the following values:
  2. For the corresponding workflow level, enter the value 3 in Days for Next Action 1 field.
  3. Select ES (Escalate) in the Next Action 1 field.
  4. Select the relevant agent from the Agent Code 2 field, whom you want to escalate the request to.
  5. Enter 5 in the Days for Next Action 2 field.
  6. Select ES (Escalate) in the Next Action 2 field.
  7. Select the relevant agent from the Agent Code 3 field, whom you want to escalate the request to.
  8. Enter 10 in the Days for Next Action 3 field.
  9. Select ES (Escalate) in the Next Action 3 field.
  10. Select AA(Auto approve) or AR (Auto reject) in the Next Action 4 field.






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