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.


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