18.5. Escalate Process

Tasks and Processes do not automatically escalate even if the activity is “overdue” according to the escalation rule.

In order to process escalations, a batch job must be set up and run through the SICS Scheduler.

The escalation may also be initiated from the Task Management Maintenance / Escalation tab

Escalation Batch Job

Create a new batch job or batch job template with a job step of type ‘Task Escalation’. Set the schedule as appropriate.

When the batch job runs, it will process all active Tasks and Processes.

Task Escalation

Every Task has an ’escalation timer start time’ timestamp which is set to the current date & time the first time the Task is set to an active status. This timestamp is used for determining whether an escalation rule for the Task should be triggered (i.e. has passed its deadline). For a task, triggering will take place (if the Escalation batch job is run) if the task is still in Ready status when the deadline is passed.

Process Escalation

Every Process has an ’escalation timer start time’ timestamp which is set to the current date & time the first time the Process is set to an active status. This timestamp is used for determining whether an escalation rule for the Process should be triggered (i.e. has passed its deadline). For a process, triggering will take place (if the Escalation batch job is run) if the process’ first task is still in Ready status when the deadline is passed.