Solution : https://service.sap.com/sap/support/notes/90835 (SAP Service marketplace login required)
Key words :
Escalation, Escalate, Customer Message, CIM, Critical Incident Management
Related Notes :
| 1281633 | Speed Up Processing of a Customer Message |
| 560499 | Global Support Customer Interaction: Telephone/fax/e-mail |
| 376997 | BW customer messages with priority 1 (very high) |
| 67739 | Priorities of problem messages |