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Process Escalations

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  • 1.  Process Escalations

    Posted 12-04-2014 11:38 AM

    Hey Folks,

     

    Starting to dabble in Process Escalations and have some basic questions.  Does the Due date have to pass in order for the escalation Grace period to begin?  I expected the Escalation to occur after the step has sat there for the grace period, but it has not yet.  I set up a step escalation and have no process escalations defined.

     

    Thanks!!



  • 2.  Re: Process Escalations
    Best Answer

    Posted 12-05-2014 12:07 AM

    https://support.ca.com/cadocs/7/CA%20Clarity%20PPM%2013%201%2000%20Admin%20On%20Demand-ENU/Bookshelf_Files/HTML/admin/index.htm?toc.htm?bcl_processOverview.html

     

    Process-Level Escalation Defaults

    You can create escalations to execute an action item and notify one or more resources when a process step is not completed. CA Clarity PPM supports step-level escalation. You can define an escalation rule for each step in a process.

    The action item due date is used to start the escalation.

    Best Practice: If you plan to use escalations in processes, make Due Date a required field for the Action Item object.

    See the Studio Developer’s Guide for more information.

    The method in which a recipient receives notifications is dependent on the notification method the resource specifies on the account settings: notifications page. For example, recipients can receive process notifications through an alert, email, or SMS.

    See the Basics User Guide for more information.

     

     

    NJ



  • 3.  Re: Process Escalations

    Posted 12-05-2014 12:07 AM

    https://support.ca.com/cadocs/7/CA%20Clarity%20PPM%2013%201%2000%20Admin%20On%20Demand-ENU/Bookshelf_Files/HTML/admin/index.htm?toc.htm?bcl_addProcessLevelEsclDefaults.html

     

    Add Process-level Escalation Defaults

    Follow these steps:

    1. With the process open, click Escalation Defaults. The escalation page appears.
    2. In the General section, complete the following fields:
      Escalation Type
      Defines the escalation rules for this process. Values:
      • None—No escalation rules exist for this process.
      • OBS Hierarchy—Escalate through the OBS hierarchy.
      • Resource Manager Hierarchy—Escalate through a hierarchy of resource managers.
      • Specific Resource—Escalate to a specific resource.
      Levels
      Specifies the number of levels to escalate. Select No Limit to escalate indefinitely.
      Initial Grace Period
      Specifies the amount of time to wait before escalating the action item (the number of minutes, days, weeks, or months).
      Subsequent Grace Period
      If no action occurs, specifies the amount of wait before escalating again.
      Active
      Select to activate this escalation.
    3. In the Additional Notification section, complete the following fields:
      Resources to Notify on Failure
      Specifies the resources to notify on failure. 
      Resources to Notify on Escalation
      Specifies the resources to notify on escalation.
      Groups to Notify on Failure
      Specifies the groups to notify on failure.
      Groups to Notify on Escalation
      Specifies the groups to notify on escalation.
    4. Save the changes.

     

     

    NJ



  • 4.  Re: Process Escalations

    Posted 12-05-2014 12:07 AM

    https://support.ca.com/cadocs/7/CA%20Clarity%20PPM%2013%201%2000%20Admin%20On%20Demand-ENU/Bookshelf_Files/HTML/admin/index.htm?toc.htm?bcl_viewProcessEscalations.html

     

    View Process Escalations

    You can view information about the escalation jobs and a list of escalations currently active in the system. To view the page from the processes list page, click Escalations.

    View Escalation Job Status

    In the Escalation Job Status section, view the following information for all active escalation jobs:

    • The name of the escalation job
    • The actual start date and time of the escalation job
    • The end date and time of the escalation job (only if the job has ended)
    • The scheduled date of the escalation job.
    • The status of the escalation job. For example, Pending" or Completed.

    Filter on Escalation Objects

    Use the Escalation Object Filter section to filter on escalation jobs by object name and ID. You can use both parent and linked objects.

     

    NJ



  • 5.  RE: Re: Process Escalations

    Posted 05-07-2020 06:03 AM
    Hello I know this is old topic but I still have a problem to set  correctly process escalations.

    I suppose that rules are still the same.

    I set step escalation, I set Manual action into step.
    Than manual action item is in step post condition.

    On the screenshots you can see settings and result in Process Escalations - I dont understand why there is date 5/11 when I am doing it today 5/7.
    Escalation I set to minutes not days. Any idea  what is wrong?

    Vit


    ------------------------------
    Consultant
    Catta Consulting
    Czech Republic
    ------------------------------



  • 6.  RE: Re: Process Escalations

    Broadcom Employee
    Posted 05-07-2020 09:27 AM
    Vit, this may be because you have a Grace period of 5 days. If you reduce this grace period, the date should also be closer in time. Can you try this and see the result?

    ------------------------------
    Nika Hadzhikidi
    Sr Principal Support Engineer
    Broadcom
    ------------------------------



  • 7.  RE: Re: Process Escalations

    Posted 05-07-2020 09:53 AM
    I changed default on object Action Item attribute DueDate and now it works. But there is necessary to have Manual action there if I am right.

    ------------------------------
    Consultant
    Catta Consulting
    Czech Republic
    ------------------------------



  • 8.  Re: Process Escalations

    Posted 12-05-2014 07:38 AM

    Thanks NJ