1. Workflow Tools Guide
  2. Understanding Escalation Rules

Understanding Escalation Rules

You set up escalation so that a JD Edwards EnterpriseOne workflow process continues if one of the original recipients of a workflow message does not respond. To add escalation to an Action task, you must add escalation rules, which are conditions that will resend a message to a new recipient if the original recipient does not act on a message within a certain time. You cannot add escalation rules to an Information task.

When you use an escalation rule, you can attach a new message to the original message and then define to whom or to which distribution list the escalated message is sent. You must also activate the Workflow Scheduler to check for Action tasks containing escalation and forward any messages that have not been acted upon by the escalation recipient.

See Setting Up JD Edwards EnterpriseOne Workflow Scheduler.

Escalation only works in these instances:

  • The original message contains a shortcut.

  • The original recipient of the JD Edwards EnterpriseOne workflow message is part of a distribution list.

    Note: While the system enables you to set up escalation rules even if the original recipient is a single recipient or a member of a role, the escalation rules will not work properly.

You can set up escalation rules so that an escalated message is sent to one of these types of recipients:

  • Distribution List

    The escalated message is sent to a distribution list. This requires that the original message be sent to a distribution list, and that the two lists have the same number of groups. This is because the message is escalated to members of the same group number in the next distribution list.

  • Original Distribution List

    If the original message is sent to a distribution list with multiple groups, then you can also set up the escalation to send the message up to the next group. For example, if the current message is sitting at group 1 while the message is escalated, it will be escalated to group 2. To escalate the message to the next higher group, enter the address book number and the structure type of the original distribution list in the escalation rules.

  • Single Recipient

    The escalated message is sent to one person only. The escalated message will be sent to the same person for all groups.