Hi everybody
I am new to SAP CRM .I want to configure SLA for service order and service contract .Currently i am having different Employee responsible for different status in service order.I have configured org structure from which partner responsible are coming in " parties involved " assignment block through different rules.Please help me so that i can configure the SLA such that if the work is pending with a particular person in one status then it will be escalated to the higher person in the org structure.
thanks in advance