My Oracle Support Banner

E1: 17: 90CG: Case Escalations Using Skill-Level Method (Doc ID 2731902.1)

Last updated on FEBRUARY 17, 2022

Applies to:

JD Edwards EnterpriseOne Case Management - Version 9.2 and later
Information in this document applies to any platform.


 This document provides an overview of case escalation using skill-level method, setup and prerequisite.




To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document
 Setting Up Provider Groups
 Assigning Provider Group Members Using Skill Levels
 Setting Up Case Types
 Setting Up Generic and Provider-Group-Specific Case Types
 Setting Up Generic and Provider Group-Specific Priorities
 Delivered Workflow for Case Escalation Using Skill-Level Method
 Example of Case Escalation
 E-mail messages
 Process Task Monitor (P98860)

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.