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This document provides instructions for creating, adding, and verifying escalation policies in the approval flow. First, you will create the policies, then add them to approval steps, and finally verify them. If you are using the "Notify" escalation action, you will need to perform additional configurations.

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 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 Unpublished policies will not be available for mapping to approval steps.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.
   

   

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

   

6. You have successfully created an approval step 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.

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Additional Configuration for Notify Escalation

If you are configuring the Notify escalation action type to send email re-notifications while creating the escalation action, you must ensure that the following configurations are done properly.

Notification Policies are Configured for Renotification

Notification Policies in EmpowerID are essential configurations that define how notifications are sent within the system. These policies must also be configured for Renotification or the Notify Escalation items. Please make sure the following configurations are done correctly for the notification policy,

• Supported Request Levels: Ensure that notification policy is created only for the “Business Request Approval Step” and “Business Request Item Approval Step” request levels.

• Global Business Request Event Type: Configure the Business Request Event (Global) type to "Renotification." for the Renotification Policies.

• Email Template: Configure the email template for the notification. Currently, the default email template for all notification policies is “MyTasks_BusinessRequestItem_ApprovalStep_Approval_Renotification”, which includes a general notification message. For detailed instructions on creating email templates, please refer to the Localizing Emails documentation.

• Add notification policies for each Participant Type (e.g., potential approver, target person manager) to be configured in the escalation steps.

Notification Preferences are Configured

Notification Preferences in EmpowerID allow users to customize how they receive notifications about various system events and actions. The notification preferences should also be configured for Renotification.

Tip
Notification preferences for business request escalations are shipped with the product and should already be configured for renotification. Note that these preferences are currently created from the database, not through a UI. Please refer toConfigure Notification Policies and Preferences document for additional information about managing it.

Please make sure the following configurations are done correctly for the notification policy,

• Global Business Request Event Type: For the Renotification Preferences, configure the Business Request Event (Global) type to "Renotification."

• Create notification preferences for each participant type to be configured in the escalation steps to ensure users receive email notifications.