Service calls can now be escalated to additional managerial levels. The Service Type Escalation window has been modified to include a new Manager Level field. When a call is escalated, an e-mail to the technician's manager is sent. This can now be sent to two additional levels of management directly above the technician's manager. One can specify the number of levels to e-mail, including:
The Service Call Escalation window also now supports multiple technicians for each call.
Adam MacIntosh is the Senior Implementation Lead with WebSan Solutions Inc., a professional services consulting firm specializing in helping companies get the most out of their ERP systems and Supply Chains. You can contact Adam at