Set up workflow escalations

Use workflow escalations to automatically trigger actions when an item remains in a workflow state for a specified period of time (in days). Escalations are configured in the State Properties dialog in the Workflow Editor.

You can configure an escalation to perform one of the following actions:

• Grant additional users permission to perform a transition
• Automatically execute a transition
• Automatically run a script

You can also configure escalations to notify item owners when the escalation action occurs.

Escalation types

• Escalate using permissions: Grants additional users the ability to perform a pending transition after a specified period of time has elapsed. Administrators can configure escalations for each transition leaving a workflow state by assigning an ad hoc workflow permission. This permission applies only while the escalation is in effect. Permissions can be existing or newly created, and new permissions can be created from the State Properties dialog or the Permissions Summary dialog located in the toolbar.
• Execute a transition: Automatically performs a selected workflow transition after the specified period of time elapses. Only transitions available from the current state can be selected.
• Run a script: Automatically runs the selected script when the specified period of time elapses.

You can configure any escalation type to send a notification to item owners when the escalation action occurs.

Set up an escalation

1. In the workflow mapping grid, double-click the state you want to configure.

   The State Properties dialog opens.

2. Click the Escalation tab.

3. Turn on the Enabled switch.

4. In the After field, enter the number of days to wait before the escalation runs.

   Important: Escalations run 24 hours later, rounded down to the nearest hour. For example, an escalation created at 3:51 PM runs the next day at 3:00 PM.

5. (Optional) Select Include Weekends to include weekend days in the escalation schedule.

6. Configure the escalation type using the steps below.

Escalate using permissions

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

2. In the Transition drop-down list, select the transition to escalate.

3. In the transition table, do one of the following:

   • Enter a name for a new workflow permission, or

   • Select an existing permission.

     Important: If you create a new workflow permission, you must assign it to users through Users, Groups, and Roles, just like any other workflow permission.

4. (Optional) Select Ignore pre-condition scripts to bypass precondition scripts during escalation.

5. Repeat these steps for additional transitions, if needed.

6. (Optional) Select Notify users by e-mail on occurrence to notify users when the escalation occurs.

7. Click anywhere outside the State Properties dialog to close it.

8. Click Save on the toolbar.

Execute a transition

1. In the Type drop-down list, select Execute a transition.
2. In the Transition drop-down list, select the workflow action to be performed automatically.
3. (Optional) Select Notify users by e-mail on occurrence to notify users when the transition occurs.
4. Click anywhere outside the State Properties dialog to close it.
5. Click Save on the toolbar.

Run a script

1. In the Type drop-down list, select Run a script.
2. In the Script drop-down list, select the script to run.
3. (Optional) Select Notify users by e-mail on occurrence to notify users when the script is executed.
4. Click anywhere outside the State Properties dialog to close it.
5. Click Save on the toolbar.