E1: 17: R17680 Escalated Cases After Commitment Time (Doc ID 2172724.1)

Last updated on AUGUST 29, 2016

Applies to:

JD Edwards EnterpriseOne Service Management - Version 9.2 to 9.2 [Release 9.2]
Information in this document applies to any platform.

Symptoms

The requirement is to provide escalation notifications after the case has gone past the commitment date/time and not been closed.
In order to get this, the percentages in the Escalation processing set-up by provider group, are set higher than 100% (200%, 300%, 400%, 500%).
The R17680 does not calculate Escalate time correctly if the Escalation priority is changed during the escalation process.

Cause

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