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  1. Click on the step in your flow where you want to set up escalation criteria
  2. Click on Setup Escalation link in the Properties pane. The wizard will display.
  3. Multiple escalation triggers can be setup for the same step in a flow by clicking the  plus icon.



  4. Select a condition from the dropdown. There are 4 choices:
    1. Perform By - A ‘Perform By’ escalation is deleted/completed when the step is performed by an owner (typically, clicking the perform icon on the task in the users task list and either saving/locking the task before the configured due date.
    2. Perform Within - A 'Perform Within' escalation is deleted/ completed when the step is performed by an owner (typically, clicking the perform icon on the task in the users task list and either saving/locking the task) before the configured duration.
    3. Complete By - A 'Complete By’ escalation is deleted/completed when the current step is completed (typically, clicking the 'Continue'/'Finish' button on a form step) before the configured due date.
    4. Complete Within - A 'Complete Within' escalation is deleted/completed when the current step is completed (typically, clicking the 'Continue'/'Finish' button on a form step) before the configured duration.



  5. Selecting the Perform By or Complete By conditions displays the following screen:
    1. The Due Date control dropdown displays all date controls in your form. Select from one of these choices or check the Use Fixed Date checkbox to enter a date/time as the deadline.




  6. Selecting Perform Within or Complete Within displays this screen:
    1. Specify the amount of time the user has to perform or complete the task in Days, Hours or Minutes.



    2. Check the Business Calendar checkbox if you want
      Frevvoproduct
      to use the business days, times and times timezone specified for your tenant to calculate a task deadline. The business calendar is set up at the tenant level by the tenant admin.

  7. Once the condition is selected,  you will see these additional sections on the screen:
    1. Then Reassign the Task
    2. Then Skip the Task
    3. Then Send Notifications
    4. Send Reminders as Condition is Approaching



  8. If the condition specified is not met, then you must specify Reassignment of the task to a different user/role or Notification to the user/role it is currently assigned to that the deadline has expired.  You can configure both but at least one of these actions is required.
  9. Reassignment sends the task to the user/role selected if the deadline is passed. Selecting Reassignment displays the following:



    1. Select whether the task will be reassigned to a Role, User or Unlock to Role: 
      1. If you select Role or User, then you must list it in the Assigne(s) field. Type ahead to display the Roles/Users in your tenant that begin with the letter you are typing and select from the list or enter comma separated templates. Remember that 
        Frevvoproduct
         userids and roles are case sensitive.
      2. Unlock to Role - This option unlocks the task. Use this option for a step in your flow that has a role assigned to it and you want to handle the situation where one user with that role has the task locked and the deadline for the task has passed. Selecting Unlock to Role unlocks the task and keeps it on the Task list of all users with the role after the deadline expires. Now it can be performed by any user with the specified role again.
        For example, let's say you have a step in your flow that is assigned the manager role. Users Jerry and Jim are managers so the task shows up on both their task lists. Jerry clicks the Perform icon but he does not complete the step. The task remains on his task list and it is locked by him. If Jim tries to access the task or checks the Audit Trail he will see that the task is locked by Jerry. The deadline to complete the task passes. If Unlock to Role is selected as the reassignment option, the task remains on the task list of users with the manager role, in this case, Jerry and Jim, but it is unlocked and the audit trail shows a status of pending. Now it can be performed by any user with the manager role again.

      3. Reassigned users receive the Task Information email specified by the designer. So be sure to Setup Task Notification Email for the step in your flow where you assigned escalations and you want to reassign the task after the deadline.

  10. Check Yes in the Then Skip the Task checkbox if you want the flow to escalate automatically to the next step when the timer expires. When checked, the options on the Setup Escalations screen change. The Then Reassign the Task section is no longer visible. Notifications and reminders can be configured. Refer to the topics below for the details.



    Info

    Skipping a task is only supported if the next step in the flow is a form/summary step. Escalations on a step that precedes an http Wait/Notify " or  Anonymous Email  step will be supported in a future release. Also, configuring the Skip a task feature on the last step of your workflow will not work. 

      
    Click here for an example using this feature.

  11. Selecting Notifications displays the following screen:



      1. Select whether a Role, User or the Current Owners from the Recipient Type dropdown to specify who will receive email notification reminders when the deadline is reached.

      2. If you select Role or User, then you must list them in the Recipient(s) field. Type ahead to display the Roles/Users in your tenant that begin with the letter you are typing and select from the list. or enter comma separated templates. Remember that 

        Frevvoproduct
          userids and roles are case sensitive.

      3. Current Owners refers to user(s) who currently have the task on their task list.

      4. The subject and body of the notification email are shown in the Subject and Messages sections. You can customize the email message by adding controls from your form. Select them from the Control dropdown.

        Frevvoproduct
         provides built-in templates that can be used in escalation emails. See the list below



      1. Emails that serve as reminders as the deadline approaches are configured in the Reminder section. 



    1. Select  Current Owners from the Recipient Type dropdown. This is the only choice. Selecting 'Current Owners' notifies the roles/user(s) originally assigned to this step.
    2. Specify the interval between reminders by entering the number of reminders in the Every field and select Days, Hours or Minutes from the Unit dropdown.
    3. You can limit the number of reminders by checking the Limit Reminder checkbox and entering the number of reminders closer to the deadline in the Occurence(s) field. If you enter a negative number in this field by mistake, 
      Frevvoproduct
       will change it to a 1 when you exit the field.
    4. The message for the reminder emails are shown in the Subject and Message sections. You can customize the email message by adding controls from your form. Select them from the Control dropdown.
      Frevvoproduct
       provides built-in templates that can be used in escalation emails. See the list below.
  12. Click the Submit button to save your setup. 

Templates Provided for Escalation Emails

Here is a list of templates that can be used in escalation emails:

    • {flow.activity.name}
    • {flow.name}
    • {flow.activity.escalation.duedate} - provides the deadline due date in GMT timezone. The tenant admin can change the timezone by selecting the correct timezone for your tenant when configuring the 
      Frevvoproduct
       Business Calendar . 
    • {flow.activity.escalation.condition} - resolves to either 'start' or 'complete' depending on the condition value.
    • {flow.activity.assignee} - current user/role
    • {flow.activity.escalation.reassignee} - resolves to the new user/role that the task is assigned to.

For example, when a task is reassigned, you may want to specify the user/role that the task is being reassigned to (reassignee) in the email to avoid confusion. Simply add some text with this template in the Notification message section:  {flow.step.escalation.reassignee}.

Escalations and Screenflows

Screenflows are steps in a workflow that are performed by the same user. Consider a New Employee On-boarding workflow where steps 1 - 5 are designed to collect the Personal Information, W - 4 Allowances, State Allowances, Health Insurances preferences and Banking Information. Step 6 in the flow is routed to the new employee's manager and step 7 is routed to HR for final processing. Steps 6 and 7 are not part of the screenflow as they are performed by users other than the new employee.

Think of the 5 steps of the screenflow as one task. Escalation for the screenflow task will work as long as you define the escalation on the first step of the screenflow task. The escalation configured on the first step of the screenflow applies to all steps of the screenflow. For example, if a Complete Within 2 days escalation is configured on Step 1 of screenflow, then the escalation is triggered if the whole screenflow is not completed within 2 days.

Tip

If the first steps of a workflow consist of a screen flow then in order for escalation triggers to get created you must configure the flow to use the Save on Navigate and/or Task for First Step properties.

Escalation Example 1

Let's consider a Time Sheet workflow consisting of 3 steps: 

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