The Technical Name of the report: /BTI/MDE_BPEM_AUTOREPLACE_MDR
The Automatic Replace/Escalate report can be used to do the following actions on a BPEM/EMMA case that is in process
- Escalate to a Team Manager
- Replace the case
- Change case priority
- Replace and Change the priority
- Escalate to Team Manager and Change the priority
Where there has been no update or activity for a specific time period or when the user has been inactive for a specific time period.
The BPEM replacement/ Escalation Action to take are also configurable via a custom table/field.