Created and last modified by joey.hambuchen on May 13, 2014

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For information about the design and implementation of the Escalation Process workflow, go to: Escalation Process Design and Implementation

Description

The Escalation Process workflow is the default mechanism for the escalation of user tasks in all other workflows.

Which roles are involved?

Role
Task
Required
Steward
  • Reassign the task
Yes
The Task Assignee (Exact role can vary)
  • Notified of change
No

Who can start the workflow?

By default, the workflow can only be started by a Start Event. This workflow will automatically trigger when a task is escalated.

What status transformations happen in this workflow?

None.

Walk Through

Diagram

Start the Workflow

The workflow starts when a task is escalated. A task escalates when a user task exceeds the amount of time specified in the EscalationDuration Duration Variable found in the the workflow's Configuration Variables.

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For more about Configuration Variables, go to: Managing Workflows > Configuration Variables
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For more about Duration Variables, go to: Managing Workflows > Duration Variables

Possible Paths

There are two possible paths within the workflow that are determined by the Configuration Variables settings (see Configuration Variables section below)

  1. Mail Path: The user(s) assigned to the task will be notified that his task is about to expire and he/they will be urged to perform the task as soon as possible. After a configured time duration, the configured responsible users are notified that the task user(s) exceeded the due date for their task, and they can perform necessary actions. 
  2. Reassign Path: The configured user(s) will receive a task asking to reassign the escalated task This process will end automatically when the original task would be completed in the meantime.

Configuration

Settings > Workflows > Definitions > Escalation Process

Description

Settings > Workflows > Definitions > Escalation Process>  Description

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For more information about this section, go to: Managing Workflows > Configuring > Description

Applies To

This Workflow Definition applies at the Asset level and is specified for every current Asset Type.

Settings > Workflows > Definitions > Escalation Process > Applies To

Applies To: Global

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For more information about this section, go to: Managing Workflows > Configuring > Applies To

Configuration Variables

The Configuration Variables can be edited directly from the settings page.

Settings > Workflows > Definitions > Escalation Process > Variables

Important Configuration Variables:

Configuration VariablePossible SettingsDescription
address_commentsEscalationType'mail' or 'reassign''mail' will direct the workflow to on the Mail Path. 'reassign' will direct the workflow to the Reassign Path (see Possible Paths Section above)
mailNotifyDurationDuration VariableThis is the amount of time before the responsible user is notified after reminding the the task user.
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For more information about this section, go to: Managing Workflows > Configuring > Configuration Variables

Start Label

The start label is configured in the upper right corner of the page.This is the label that is shown to the users when they are allowed to start the workflow. The name can be changed by pressing the Edit button and filling in a new label.

Settings > Workflows > Definitions > Escalation Process > Start Label

Start Label: Escalate

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For more information about this section, go to: Managing Workflows >Configuring > Start Label

Start Events

The Escalation Process workflow starts when a user task is escalated.

Settings > Workflows > Definitions > Escalation Process > Start Events

Start Events: Workflow Escalation

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When a user is created, four configuration variables are automatically assigned. The EscalationDuration and EscalationType variables determine the escalation behavior or the user task. For detailed descriptions of these variables, go to: Managing Workflows > Configuring > Configuration Variables
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For more information about this section, go to: Managing Workflows > Configuring > Start Events

Roles

All roles are assigned to the Sysadmin. Since this task is only triggered by a start event, it doesn't matter what roles are assigned.

Settings > Workflows > Definitions > Escalation Process > Roles

SettingValue
Start WorkflowSysadmin
Stop WorkflowSysadmin
Reassign TasksSysadmin
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For more information about this section, go to: Managing Workflows > Configuring > Roles

Other

There is currently no users assigned in this section either. They do not need to be assigned for this sub-process.

Settings > Workflows > Definitions > Escalation Process > Other

SettingValue
Any guest user can start the workflowNo
Any signed in user can start the workflowNo
Demand exclusivity on resourceNo
Perform candidate user check on workflow startYes
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For more information about this section, go to: Managing Workflows > Configuring > Other




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