The Business Request Escalations feature allows for creating policies that define automatic actions in case a predefined time limit is exceeded for specific steps or global steps within the configuration of time-based policies to automate actions in the lifecycle of an open business request. This feature enables configurations facilitates actions such as sending notifications, changing approvers, or automatically approving or rejecting a step requests if no action has been taken within a certain timeframe. Escalation policies can initiate a single action or a sequence of actions in a specified orderspecified time frame.
Key Components
Approval Flow Model Escalation Policy
This component defines encapsulates the definition of an escalation policy and links its linkage to the active , published version. It specifies the groups actions to be executed sequentially during the approval stepsprocess. Once published, it is recognized as becomes an "Approval Flow Escalation Policy."
Approval Flow Model Escalation Policy Action
This component details models the actions to be executed under a policy specific actions an escalation policy triggers for a specific request, including the duration before escalationgiven request. It includes settings such as the escalation delay (in days), necessary supporting data, and the an Action Order ID , which determines to determine the sequence of escalations when actions if multiple actions are presentdefined.
Approval Flow Escalation Action Type ID
This identifier is used in policy actions to specify Defines the type of action to be executed upon escalation.
Action Types
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Notify: Triggers the notification system to alert subscribed users.
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execute when an escalation is triggered. Actions include:
Notify: Sends a notification using the system's built-in engine.
AddAssignee: Adds a new potential approver
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for the step.
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ReplaceAssignees: Not
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currently implemented.
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AutoCloseStep: Automatically
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closes the
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Auto Close Item: Closes the item and marks any open steps as skipped.
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current step with a predefined approval decision.
AutoCloseItem: Closes the entire request and sets the remaining open steps to "Skipped."”
RunWorkflow: Not currently implemented.
Action Order ID
Specifies Determines the execution sequence of escalation actions in an escalation. Actions after an AutoClose operation are redundant as they will not execute once the step or item is closedare executed in ascending order of their ActionOrderID.
Escalate After X Days
Defines Specifies the period (duration in days ) after which an open step will trigger an escalation. The countdown begins before an escalation is triggered, counting from the start time of the escalation period for the first escalation, and subsequent escalations are timed current step or from the execution time of the preceding oneprevious escalation.
Implementation
Assignment of Escalation Policies
Escalation policies are assigned at either the specific step level (ApprovalFlowPolicyStep level or the broader ApprovalFlowStep level. If the default escalation policy is not defined at the specific level, it is applied at the broader level. Assignment fields include NextApprovalFlowEscalationPolicyActionID and NextApprovalFlowEscalationDate.) or, if not defined, at the general step level (ApprovalFlowStep). At the ApprovalFlowStep level, a default escalation policy is mandatory.
Processing of Escalation Policies
The "Business Request Status, Approvers , and Escalation Refresher" job scans open business requests for overdue job is responsible for managing escalations. It adds these escalations to identifies escalations due, processes them into the BusinessRequestEscalationInbox, and determines if subsequent escalations should commence actions based on the ActionOrderID. The job also manages and processes entries in the BusinessRequestEscalationInbox. The logic for this process is encapsulated in the Custom_BusinessRequest_RefreshEscalations procedure.The "Business Request Status, Approvers and Escalation Refresher" job is responsible for checking overdue escalations in open business requests. If there are any overdue escalations, they are added to the BusinessRequestEscalationInbox. The job then determines if subsequent escalations are required based on the ActionOrderID. Additionally, the job manages and processes the entries in the BusinessRequestEscalationInbox. The Custom_BusinessRequest_RefreshEscalations procedure encapsulates the logic for this process
Notes
The
ReplaceAssigneesandRunWorkflowactions are not implemented and should not be configured.Certain combinations of actions may be illogical (e.g., scheduling actions after an
AutoCloseItemaction), as they will not be executed after the request or step is closed.Escalation policies ensure timely processing and decision-making within the business request lifecycle by automating responses to inactivity.