An escalation is a course of action that is executed when a task
is not completed satisfactorily within a specific period of time.
Note: The duration value is separate from the escalation function
in human tasks. Although the duration value will indicate when a task is due,
it will NOT trigger an escalation.
To add an escalation to your human
task, proceed as follows:
- Launch your human task in the editor.
- Under Escalation settings, click one of
the following icons:
Option |
Description |
Ready  |
When a task is in the ready state, it is waiting
to be claimed. Configure the escalation settings to notify an authorized staff
member should nobody claim it within the specified period of time. |
Claimed  |
When a task is in the claimed state, a staff member
has accepted the work and should currently be working on it. Configure the
escalation settings to notify an authorized employee should the staff member
fail to complete the work within the specified period of time. |
Subtask  |
When a task is in the subtask state, additional
work must be delegated to other staff members in order to complete the parent
task. If the subtask fails to complete within a specified period of time,
the parent task is escalated and indicates that it is still waiting on the
subtask. |
- Once you have chosen the necessary state, click the Escalation
icon
to
create a new escalation. A new escalation appears below the selected
state.
- In the Details page of the properties area,
configure the implementation as follows:
- Use the Expected task state list to determine
how the staff member who works on this escalation can proceed. Select Ended when
you want this escalation to be completed by a staff member, choose Claimed when
you want this escalation to be accepted by a staff member or, select Subtasks
finished when you want a staff member to complete the subtasks associated
with this escalation.
- Use the Duration until escalated field
to specify the period of time that will elapse before this escalation is executed.
The format you use will depend on the type of calendar (simple, CRON, user-defined)that
is selected in the Duration properties page. Select a value that makes sense
to the calendar you're using.
- Use the Notification type list to specify
how the staff member will be notified of the escalation. Select E-mail to
have an e-mail message delivered to them, Work-item to have the task
delivered directly to their to do list, or Event if you want to notify
an event handler in the execution environment should an escalation occur.
If you select E-mail, a separate field will appear from which you can
choose an appropriate e-mail message. If you select Event, you must
specify an event handler on the task settings details page in the Event
handler name field.
- Use the Duration until repeated field
to specify the period of time that will elapse before this escalation is executed.
The format you use will depend on the type of calendar (simple, CRON, user-defined)that
is selected in the Duration properties page. Select a value that makes sense
to the calendar you're using.
- Use the Increase priority list to determine
if and how this task's priority will change with each repetition of it. Choose No to
keep the priority level where it is, select Increase this time only if
you only want it to boost it once, and Increase per repetition if you
want it augmented each time this escalation is executed. If you
select Increase per repetition, then each time the period in the Duration
until repeated setting passes, the task's priority is raised by
1 point with 0 being the highest priority.
- In the Staff Group page of the properties
area, you can define the staff group (verb) and in so doing, specify the group
of people that are notified should this escalation be executed.
Tip: You can also create an escalation chain of two or
more escalations so that they execute one after the other. To add an escalation
to a chain, select an existing escalation, and click the Escalation icon.
A new escalation will appear directly below the existing one.