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Escalations

In a Workflow Studio workflow application, Operation and Form activities can be configured with rules called Escalations, which direct the workflow to take specific actions when certain conditions are not met within a predefined timeframe. Escalations ensure that workflows remain active and responsive, preventing processes from stalling while waiting for human interaction.

What Are Escalations?​

Escalations are scheduled time interval objects designed to trigger specific events within the workflow when the defined time interval expires. These events can range from sending reminder notifications to automatically completing tasks when users don't respond within the specified timeframe.

Key characteristics:

  • Time-based triggers that activate after a specified period
  • Applied to activities that require human interaction
  • Automatically disabled when the related task is completed
  • Can perform multiple actions (send emails, complete tasks, escalate to managers)

Why Use Escalations?​

Escalations solve a critical problem in workflow management: ensuring that processes don't idle indefinitely while waiting for user input. Without escalations, workflows could stall when:

  • Approvers don't respond to approval requests
  • Users don't complete required forms
  • Decision makers are unavailable or on leave
  • Tasks are overlooked or forgotten

By implementing escalations, you ensure that workflows continue to progress even when human interaction is delayed or absent.

Default Escalation Actions​

Workflow Studio offers several default actions that you can apply to an escalation to define what happens when the Escalations job triggers the escalation. These actions are coded events that occur based on the schedule parameters entered in the wizard, allowing you to define what happens when the escalation is raised in a workflow without writing custom code.

Complete Task​

This directs the escalation to complete the activity with a hard-coded form decision if human intervention does not occur after a specified amount of time. If a succeeding rule has been added to the activity, you can direct the escalation to override that rule.

Common use cases:

  • Auto-approve low-risk requests after a certain period
  • Auto-deny requests that haven't been reviewed
  • Move the workflow forward with a default decision
// Example: Auto-complete after 48 hours with approval
EscalationAction = CompleteTask
Decision = Approved
TimeInterval = 48 hours

Notify Approvers Manager​

This directs the escalation to send an email notification to the manager of the approver if the approver does not respond within a specified amount of time. This requires that the manager be set on an account owned by the person.

Common use cases:

  • Alert managers when their team members aren't responding to requests
  • Escalate urgent approvals up the management chain
  • Create accountability for timely responses

Re-Notify Approvers​

This directs the escalation to send a reminder email of the task awaiting their approval if the approver does not respond within a specified amount of time.

Common use cases:

  • Send first reminder after 24 hours
  • Send additional reminders at regular intervals
  • Increase urgency with each reminder

Escalation Timing​

Escalations are evaluated by the EmpowerID Escalations job, which runs at regular intervals (typically every few minutes). When the job runs, it checks all active workflows for escalations where the time interval has expired and triggers the appropriate actions.

Important considerations:

  • Escalation timing is approximate based on the job schedule
  • The clock starts when the activity enters an idle state
  • Escalations are disabled when the related task is completed
  • Multiple escalations on the same activity are evaluated independently

Best Practices​

Use progressive escalations - Start with gentle reminders, then escalate to more aggressive actions

Set realistic timeframes - Consider business hours, time zones, and typical response times when setting intervals

Provide clear notifications - Ensure escalation emails clearly explain what action is needed and the consequences of inaction

Test escalation scenarios - Verify that escalations fire correctly and at the expected times

Document escalation policies - Make sure users understand when and how escalations will occur

Consider business context - Critical security requests might need shorter escalation intervals than routine requests

Common Escalation Patterns​

Three-tier reminder system​

Escalation 1: 24 hours - Re-notify approver
Escalation 2: 48 hours - Notify approver's manager
Escalation 3: 72 hours - Auto-complete with default decision

Urgent approval process​

Escalation 1: 4 hours - Re-notify approver
Escalation 2: 8 hours - Notify approver's manager and re-notify approver
Escalation 3: 12 hours - Auto-complete with approval

Low-priority request​

Escalation 1: 3 days - Re-notify approver
Escalation 2: 7 days - Auto-complete with approval