Escalation Process description

Roles

Role	Task	Required
Business Steward	Reassign the task	Yes
Business Steward	Receive mail to reassign the task	Yes

Workflow initiator

This process starts automatically when a task is escalated.

Workflow status transformations

No status transformations happen within this process.

Escalation Process walk-through

Diagram

Start the Workflow

The workflow starts automatically when a user task is not completed before the escalation deadline. The deadline is determined by the value of the user task EscalationDuration variable. For more information about user task generated variables, see View and edit workflow definition settings.

Mail escalation

When the escalation type of the user task is set to mail via the EscalationType variable, each user who is assigned that task is emailed a warning that the task is about to expire and that an action is required from their part. If no action is taken within the time set by the mailNotifyDuration variable, the users identified by the mailToUserExpression variable are notified via email to reassign the user task.

Reassign escalation

When the escalation type of the user task is reassign, the mailToUserExpression users are assigned a task to reassign the escalated user task.

Since the "Reassign Task" is a user task, it is also governed by the escalation process.

Resolution

If the escalated user task is resolved before it is reassigned, the process ends.

Escalation Process configuration

Access the workflow configuration via Settings → Workflows → Definitions → Escalation Process.

Description

This process starts when a user task is not completed before the escalation deadline set by the user task EscalationDuration variable.

If the user task EscalationType is mail, each user assigned to the task is notified the task is about to expire and asked to complete it. After the time set by the mailNotifyDuration variable, the users identified by the mailToUserExpression variable are notified to reassign the user task.

If the user task EscalationType is reassign, the users identified by the reassignTaskUserExpression variable are notified to reassign the user task.

In case the user task is completed before it is reassigned, the process ends automatically.

Applies to

This workflow applies to the global level.

Configuration variables

You can edit the configuration variables directly from the workflow definition page by clicking in the upper-right corner of the variables table.

Variable	Description	Default value
reassign_taskEscalationDuration	Time before the "Reassign Task" task is escalated	B1M
reassignTaskUserExpression	User expression for who must reassign the user task when the user task EscalationType is reassign	{role(Business Steward)}
mailToUserExpression	User expression for who must reassign the user task when the user task EscalationType is mail	{role(Business Steward)}
reassign_taskTaskNotificationEnabled	Send notification emails for the "Reassign Task" task	true
reassign_taskDueDate	Time before the "Reassign Task" task is due	B1M
reassign_taskEscalationType	The escalation type for the "Reassign Task" task	mail
mailNotifyDuration	Time before the users identified by the mailToUserExpression variable are notified to reassign the user task.	B1D

Start label

Default value: Escalate

Click Edit to edit the label.

Start event

A start event is an event that triggers the workflow, for example starting the workflow when an asset is created.

The Escalation Process workflow starts automatically when a user task is not completed before the escalation deadline set by the user task EscalationDuration variable.

Roles

The roles define the permissions to manage the workflow. For example, if a certain tasks must be urgently executed but the responsible person is on sick leave, a user with the defined role can reassign that task to somebody else.

Action	Roles
Start workflow The button with the start label is available to users with these roles.	There is no packaged default value.
Stop workflow The option to cancel the workflow is available to users with these roles.	Sysadmin
Reassign tasks The option to reassign the task is available to users with these roles.	Sysadmin

Other

The settings in this section define global restrictions that apply to the workflow such as:

• Accessibility to guest or logged in users.
• Checking that the roles required by the workflow are not empty.
• Preventing the same worflow or other workflows from running on the same resource.
• Making the workflow available to be added to a dashboard.

Setting	Enabled
Any guest user can start the workflow.	No
Any signed in user can start the workflow.	No
Perform candidate user check on workflow start.	Yes
This workflow can only run once at the same time on a specific resource.	Yes
Lock resource.	No
Show in global create.	No