Set Up Workflow Escalations

Use Escalations to configure states in a workflow so that one of three actions are triggered automatically after a specified period of time elapses (in days). You set up escalations through the Workflow Editor State Properties flyout.

Escalation Types

Escalate using permissions

Allows additional users to perform a pending transition after a specified amount of time has elapsed. Administrators can set up an escalation for each transition going out from a workflow state. To select the additional users for a transition, administrators assign an ad hoc workflow permission to the transition in order to give those users the required rights only during the time the escalation is in effect.

Permissions assigned to escalated transitions can be existing ones or, if needed, can be created in the Workflow Editor State Properties flyout or Permissions Summary. Same as regular workflow permissions, administrators grant these ad hoc permissions to the users through setup of Users, Groups, and Roles in Security.

Execute a transition

Automatically performs the selected workflow action when the specified period of time elapses. Only actions available from the state can be selected.

Run a script

Automatically runs the selected script when the specified period of time elapses.

You can configure any of the escalation types to send a notification to item Owners when the related action occurs.

Set Up an Escalation

  1. On the Workflow Editor mapping grid, double-click the state to open the State Properties flyout.
  2. Click the flyout's Escalation tab.
  3. Click the Enabled switch to turn the escalation on.
  4. Enter the desired period of time in days (After).
Important:

The escalation will always run 24 hours later rounded down to the nearest hour. For example, an escalation created at 3:51 PM will run the next day at 3 PM.

  1. To include weekend days, click the Include Weekends checkbox.

  2. Follow the steps below for the type of escalation you want to set up:

    • Escalate using permissions:

      • In the Type drop-down list, select Escalate using permissions.

      • When the Transition drop-down list appears below, select the transition that you want to escalate.

        Escalate using permissions

      • When the transition table appears below, enter a name for the workflow permission you want to use OR select an existing permission.

      • To disable any Pre-condition scripts applied to the transition, click the Ignore pre-condition scripts checkbox.

      • To escalate another transition, repeat the steps above.

      • To notify item Owners when escalations occur, click the Notify users by e-mail on occurrence checkbox.

        Important:

        If you are creating a new workflow permission, you must set up the permission through Users, Groups and Roles like you would any other workflow permission.

    • Escalate a transition:

      • In the Type drop-down list, select Execute a transition.

      • When the Transition drop-down list appears, select the workflow action you want performed.

        State properties, escelate with permissions

      • To notify item Owners when the transition occurs, click the Notify users by e-mail on occurrence checkbox.

    • Run a script:

      • In the Type drop-down list, select Run a script.

      • When the Script drop-down list appears, select the script you want to run.

      • To notify item Owners when the script is executed, click the Notify users by e-mail on occurrence checkbox.

  3. Click anywhere outside the flyout to close it.

  4. Click the Save icon on the Tool Bar.