Process Escalations

[Anon Anon]

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!!

[navzjoshi00]

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

[navzjoshi00]

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

[navzjoshi00]

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

[Vit Posel]

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

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Consultant
Catta Consulting
Czech Republic
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[Nika Hadzhikidi]

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?

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Nika Hadzhikidi
Sr Principal Support Engineer
Broadcom
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[Vit Posel]

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.

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Consultant
Catta Consulting
Czech Republic
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[Anon Anon]

Thanks NJ