Escalating a Task

If a task or process node is delayed for any reason, you can automatically take a number of actions to solve the problem.

Available escalations include:

  • Reassign to another user or group
  • Raise or change task priority
  • Alert a user or group
  • Notify another process

Escalations can be triggered manually, or by configuring an Escalation Timer Event.

Configuring an Escalation Timer

  • Right-click a node on the designer canvas and point to Escalations. Click Escalations). — or —
    In the Configure [node] dialog box, click the Escalations tab. Any existing node Escalations are displayed.

  • Click the Add Escalation button . The Level 1 Escalation options appear. (You can add multiple levels of escalation actions.)

  • Set the timer for the Escalation by clicking the Configure link in the Configure the Timer Event options. The Timer Event dialog box is displayed.

  • The Timer Event has been automatically assigned a name (escalation_timer_#) that you can change, if desired. Click the Setup tab. The Configure Timer Event and Timer Conditions group boxes are displayed.


  • In the Configure Timer Event group box, use the Timer Escalation Activation group of options to set a timed delay (either by entering a number or using a logical expression). This option is selected by default. To enter a timed delay, type a number in the field provided (or click the Expression Editor button to use an expression). Select Minute(s), Hour(s), Day(s), or Month(s) from the time-span list.

  • (Optional) To keep timer events from counting weekends, use the caladddays() function. For example, if you want to trigger an escalation four days after the start of the node – excluding weekends – select the Escalate at the date and time… option. Type the following expression in the text field.

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      =caladddays(now(), 4)
    

    Any non-working days defined in the Process Calendar are excluded from the escalation timer, when the caladddays function is used. (Weekends are specified as non-working days on the process calendar by default.) See System Calendar Settings.

  • (Optional) Click the Timer Recurrence option to trigger the event on a repeating schedule – by selecting from the following options.
To repeat the task Select
Every n number of days, every weekday, or at a certain time of day. Daily
Every n number of weeks, at a specific time, on a specific day of the week. Weekly
At a certain time, on the nth day of the nth month, or on the nth day of the week (such as the 3rd Sunday) of the nth month Monthly
At a certain time every year: on the nth day of a month, or on the nth day of the week (such as the 3rd Sunday) of the nth month Yearly
Every n number of minutes or n number of hours At an interval

Creating an Escalation Timer Condition

  • In the Timer Conditions group box, click the New Condition button. A row is added to the Event Conditions list, containing three fields to configure.
  • Click the first list box and select the process variable you wish to use for comparison.
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In the second list box, select the operator you wish to use for the condition. The following options are available.
Selecting Means
= equal to
<> not equal to
< less than
> greater than
<= less than or equal to
>= greater than or equal to

In the third condition field, type the value you wish to compare against a process variable. If these values match, the condition evaluates as true and the timer event starts.

Escalating by Reassigning a Task to Another User or Group

  • On the Escalations tab of the Configure [Node] dialog box, under the What action should be taken? options, select Reassign task.

  • Click the Directory link next to the Type names field. Locate and select the desired users or groups.

  • See Automatic Reassignment for additional details.

Escalating by Raising or Changing Task Priority

  • Under the What action should be taken options, select Change the priority.


  • Select one of the following options:
To Select
Raise task priority one level
Lower task priority one level
Reset the task priority to High, Normal, or Low. Change priority and Select High, Normal, or Low from the pull-down list.

Escalating a Task by Alerting a User or Group

  • Under the What action should be taken options, select the Send Alert option. The Alert Message dialog box is displayed.


  • In the Recipients field, begin to type the name of a user to notify. A list of users is displayed.


  • Press the DOWN ARROW key to select the desired user. — or —
    If you want to select more than one user, create a process variable to represent each user. Type name of the process variables in the Recipients field separated by commas. For example:
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={pv!user1,pv!user2,pv!user3}
  • In the Subject field, modify the message subject to suit your escalation requirements.

  • The default text is an expression that inserts the task name property &tp!name and the process name &pp!name into the subject. All displayed text is surrounded by quotation marks, and can be directly edited in the Subject field.

  • Type the body of your escalation message where the Task Escalation Notice text is displayed.

Escalating a Task by Messaging Another Process

  • Under the What action should be taken options, select Send Message Event. The Edit Send Message dialog box is displayed.

See the Send Message Event help topic for more information on configuring a message escalation.

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