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By following the steps below, you can ensure that escalation actions are triggered appropriately, enhancing the efficiency and responsiveness of the approval process. The process includes

• Creating escalation policies,

• Adding them to the approval steps

Step 1: Creating Policies

Creating an escalation policy is the first step in managing business requests that haven't been acted upon within a specified timeframe. This policy outlines the actions and timeframes for escalations. Once created, these policies can be applied to multiple approval steps with similar escalation situations. Follow the instructions below to create an escalation policy.

1. Navigate to Low Code / No Code Workflows and click on the Approval Policies.

2. Click on the Escalation Policies Tab.
   

   

3. Click on the Create New ➕ icon.

4. Provide a Name and Display Name for the escalation policy and click on Save.
   

   

5. Search for the recently saved policy and click on the link to open the view one page.
   
   

   

   
   

6. In the View One Page, Find the accordion for Escalation Actions and click on the Add icon.
   

   

7. Provide the necessary values and click on Save.
   
   

   

   • Escalation after X Days: Number of days after which the escalation action should execute.

   • Escalation Actions: Actions to be performed as part of the escalation. Escalation actions can include notifications, adding assignees, auto-closing items or steps, etc. Each type of action has specific configurations:

     • Notify: Select the participant type (e.g., potential approver, potential approver's manager) who will receive the notification.

     • Add Assignee: Define the type of assignee (person, group, management role) to be added after specified days.

     • Auto-Close Item: Define the decision action (approve, revoke, certify, convert to JT) to auto-close the item after specified days.

     • Auto-Close Step: Close a specific step in the approval flow, allowing the process to move to the next step.

   • Name: Name of the escalation step.

   • Display Name: Provide a user-friendly label or "Display Name."

To add more steps, repeat the same steps.

8. Click on the Publish button on the display screen. Unpublished policies will not be available for mapping to approval steps.
   

   

Step 2: Adding Escalation Policies to Approval Steps

After creating an escalation policy, the next step is to map this policy to specific approval steps within your workflow. This ensures that each approval process step triggers the defined escalation actions appropriately. Follow the instructions below to add escalation policies to approval steps,

1. Navigate to Low Code / No Code Workflows and click on the No Code Flows.

2. Select the Approval Steps tab and click on the Add icon to create a new approval step.
   

   

3. Provide the necessary details and click on Save to save the approval step. Please ensure that you select the desired escalation policy from the Escalation Policy dropdown, which we created earlier.
   
   

   

4. After saving the approval step, we will need to publish it. Search the newly created record in the approval step tab and click on the link in the name column.
   

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5. In the View One Page, click on Publish to complete adding the escalation policy to the approval step.
   
   

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6. You have successfully created an approval step with a configured and published the escalation policy by following these steps.

Step 3: Verifying Escalations

When choosing a type of escalation action, the escalation process will vary based on the selected action, the timeframe, and the necessary steps. For instance, if you opt to add an assignee, the specific assignee should be added to the business request item after the configured escalation days. If you select the Notify action type, an email will be sent to the configured participant or participant type; please refer to the image below for reference.

Additional Configuration for Notify Escalation

You need to ensure the notify escalation action works in these additional configurations. Failing to configure this might result in its failure.

Ensure Notification Policies are Configured

Notification policies for business request escalations are shipped with the product; however, you must ensure they are configured correctly. These policies define who gets notified and when during an escalation triggered by inactivity in a workflow.

1. Navigate to Low Code / No Code Workflow → Notification Policies.

2. Click on the Notification Policies tab.

3. Verify that the notification policies are configured. The policies for the Business Request Event (Global) type should be set to "Renotification," and notification policies should be configured for each participant type (e.g., potential approver, target person manager) and used in the escalation steps.

Email Templates for Escalation

The Email Notification Policy should include an email template as the notification message. Currently, the out-of-the-box email template is being used for the notification policies. The template MyTasks_BusinessRequestTtem_ApprovalStep_Approval_Renotification is currently used for all re-notification policies and contains a general notification message.

Ensure Notification Preferences are Configured

Create notification preferences for each participant type to ensure users receive email notifications. Note that these preferences are currently created from the database, not through a UI.

1. Navigateto Low Code / No Code Workflow → Notification Policies.

2. Click on the Notification Preferences tab.

3. Ensure that the Notification Preferences are created for all participant types used in the escalation actions.