Escalation Subprocess
The Escalation subprocess is part of the Call Support process, which in turn is part of the Service Request workflow. It initiates when the owner is unable to resolve the service request and chooses to escalate the service request to the next level of support.
In Oracle Workflow, the Escalation subprocess looks like this and consists of the following subprocesses and activities:
Start Activity
This is a Standard activity that marks the start of the subprocess.
Select Supervisor Activity
This activity looks for the supervisor of the current service request owner.
Escalate To Supervisor Activity
This activity reassigns the service request to the supervisor of the employee who escalated the service request.
Update Escalation History Activity
This activity updates the Escalation History. It records the date and time of the new owner assignment and the escalation comment of the last owner who escalated the request in the workflow process.
Get Request Attributes Activity
This activity updates the workflow attributes with the most current values in the database.
Set Response Deadline Activity
This activity sets the deadline by which the service request owner must respond to the notification.
Notify Escalation With Expiration Process
This subprocess consists of the same activities as the Notify Owner With Expiration subprocess in the Call Support process, except that it sends escalation notifications rather than assignment notifications to the new owner of the escalated service request. See: Notify Owner With Expiration Subprocess.
Alert Supervisor Process
This subprocess is described in more detail elsewhere. See: Alert Supervisor Subprocess.
End Activity
This activity marks the end of the subprocess.
See Also
Call Support Process
