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Workflow Escalations

A Workflow Escalator can be added to a node and triggers an Escalation Process after a specified amount of time. An Escalation Process can be any Workflow Process in your Workspace and runs in parallel to its calling process.

Escalators are useful for enforcing Service Level Agreements and prompting users to complete time sensitive tasks.

To add one or more escalators to a node, right click the node and select Edit Escalators. 

From within the Escalation configuration, you can:

  • Give each Escalator a Name
  • Define which node triggers the event
  • Choose the start point for the time interval after which the Escalation Process is triggered, must be one of:  
    • start time
    • completion time
  • Select the Workflow Process that will be called by the escalator
  • Select the time interval or a process attribute that specifies an absolute date/time. 
  • Select Additional Properties to add a description, assign a resource and map input and output parameters.

 

Steps

1

Create a workflow process called escalationProcess.

Add an integer process attribute called user_id and set it as an input parameter.

2

Create a System Task called escalationActivity and add the following code:

log('Running the escalation process. User ID: ' + fields.user_id.value);

Add a System Task Node to escalationProcess and link it to escalationActivity (make sure the task node is linked to the Start and End nodes). 

3

Create a new process called myTimeSensitiveProcess

Create an integer process attribute called user_id.

4

Create a Form called myInteractiveForm and add a integer field called user_id.

In the Workflow tab of the Form properties add user_id as an output parameter and add a Completion State COMPLETED.

Create an Interactive Actvity called myInteractiveActivity and link it to myInteractiveForm.

5

Add an Interactive Task Node to myTimeSensitiveProcess and rename it to fireEscalatorNode.

Link fireEscalatorNode to myInteractiveActivity (make sure the task node is linked to the Start and End nodes). 

Add an escalator to fireEscalatorNode that triggers escalationProcess 10 seconds after the start of fireEscalatorNode. 

6

Run the Test Harness and step through the process.

Trigger the escalation process using the ‘Fire Escalator’ button in the Test Harness.

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Advanced Workflow Designs
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Workflow Process Input and Output Parameters
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Workflow Sub-Processes
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Workflow Escalations
Workflow Split Join Nodes
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Workflow Pause Nodes
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Workflow Extended API
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