Process Escalation functionality

Document ID : KB000026998
Last Modified Date : 14/02/2018
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Description:
What does the Escalation functionality in Processes do?


Solution:
The escalation functionality in Processes allows one to escalate a process action item that has not been completed the specified time to one of several different escalation types:

None: Default setting : no escalation. Only the assignee will receive the action item

OBS Hierarchy: Escalate the incomplete action item to an OBS. If the assignee does not complete the action item in the given initial grace period, the process engine initiates escalation. If you choose this option, the action item is sent to the OBS specified in this parameter.

Resource Manager Hierarchy: Escalate the incomplete action item to the assignee's resource manager. If the assignee does not complete the action item in the given initial grace period, the process engine initiates escalation. If you choose this option, the action item is sent to the Resource Manager for the assignee specified in the Resources link of the Admin page.

Specific Resource: Escalate the incomplete action item to a specific resource. If the assignee does not complete the action item in the given initial grace period, the process engine initiates escalation. If you choose this option, the action item is sent to another resource of your choice.

Levels: This option allows you to choose how many levels you wish to escalate the action item. For example, you may escalate an action item to an assignee's manager, then director, then VP. This would be 3 levels.

Initial Grace Period: Time you give the assignee to complete the action item before the process engine initiates escalation and sends a notification of the action item to the assignee again.

Subsequent Grace Period: Time you give the assignee to complete the action item on the second notice before the process engine escalates the action item to the escalation type.

Active: This option must be checked if you wish to use escalation in your process.

Additional Notification section: Allows you to notify resources and groups on failure and/or escalation.