Escalation in Complaints process

Experts,
What is the standard way of Escalation process in SAP CRM Complaints management based on the categorization (category modeler) ?
If I classifies the complaint in the category fields, how can I assign the Complaint to the an specific department or responsible for approval and analysis of the problem ?
regards,
ahm
Edited by: ahm on May 7, 2010 10:09 PM

Complaints Category
Hi Exprets,
I created complaints 1 level categories by using SAP standard complaints object.
1. Defined catalogue (overview of damage/ defect/reason)
2. Created code group and codes (released)
3. Created code group profile
4. Assigned code group profile to subject profile. (zcom)
5. Assigned subject profile to transaction type ZCOM
6. Mapped transaction type to catalog and categories (ZCOM/ overview of damage/ defect/reason)
7. Created schema
8. Assigned application area (Application ID (Complaint- Parameter (Subject Profile) Value (ZCOM)
9. Created category Hierarchy
10. Released the schema and made it active.
11. create transaction and choose category 1, category clears out and comes up with message (category could not be mapped to a code?)
12. Choose category 2 category 1 appears by default.
Is this how the schema works for complaints?
Appreciate your assistance in advance.
Kind regards
DJD

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http://help.sap.com/search/sap_trex.jsp
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http://help.sap.com/erp2005_ehp_02/helpdata/en/a8/b99890452b11d189430000e829fbbd/frameset.htm
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http://help.sap.com/erp2005_ehp_02/helpdata/en/dd/55fed1545a11d1a7020000e829fd11/frameset.htm
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http://help.sap.com/erp2005_ehp_02/helpdata/en/a2/40418a496e11d3b3850008c719be0f/frameset.htm
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Escalation in Complaints process

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