1. User's Guide
  2. Governance Workflows
  3. Request Lifecycle
  4. Escalating Requests

Escalating Requests

In rare cases, an approver may not be able to perform the tasks required for their workflow stage. This situation may happen if the workflow model or data access are not configured correctly to handle a specific type of request or the user is not sure of how to proceed. The user has the option of escalating a claimed request to Data Manager role users and users who are members of workflow node access groups configured for the Commit stage of the workflow model to involve them in resolving the situation.

When escalated, the request is assigned to these users and normal approvers for the stage cannot claim the request to participate. While escalated, data managers and members of the assigned workflow node access group can modify the request, make direct edits to data related to the request, change workflow data access for participating users, or contact an application administrator to alter the workflow model. If these users permit the request to proceed, the request may be de-escalated to be reassigned to the original user groups for the workflow stage.

To escalate a request:

  1. From the Worklist, open a claimed request.
  2. Click escalate button.
  3. Enter a comment to explain the escalation and click OK.

Example 8-2 Automatic Escalation

When a request is assigned to the next stage in the workflow path, Oracle Data Relationship Management matches user groups associated with the stage in the workflow model to the user groups with appropriate workflow access to the data for the request items in the request to determine which users can participate in the request for the stage. This intersection will typically result in at least one user per stage, but in some cases there may be no matching users for a particular stage.

A request cannot be promoted to the next stage if any request items do not have required values or fail validations configured for the stage, or if the stage requires approval. In this case, the request is automatically escalated for the stage.