Workflow Escalations

Within workflows, we use a concept of escalations to allow users to customize the process under which the workflow will send out additional reminders or notify relevant individuals that a task still needs to be completed. 

When creating a workflow step, you will find a checkbox at the bottom of your screen called "Escalation options". Check this checkbox to reveal the "Escalation actions".

Each workflow can have up to 5 escalations which allow you to remind the targeted user, escalate to the user's manager, or even trigger another workflow. This escalation contains 3 fields which when combined create the specific rule for each escalation:

• In the first field, enter a number of days, weeks, or months.
• In the second field, choose whether the number you've entered is in days, weeks, or months.
• In the third field, choose the action to be taken after this period.

Please Note - The Escalate action moves the whole step from the original assignee to the person it has been escalated to - this means the original assignee will no longer be able to access the step and the step will now show on the home screen for the person who it has been escalated to.

When choosing your timing, be aware that an escalation time of 0 days will trigger the escalation immediately. Also, be aware that your timing is relative to the trigger of the initial workflow step, and not the preceding escalation.

Below is a list of each escalation action with a description of what they do:

• Send Reminder - Sends the assigned employee a reminder that there is a task waiting;
• Escalate to manager - Moves the entire workflow step to the employee's manager for completion;
• Escalate to manager's manager - Moves the entire workflow step to the employee's manager's manager for completion;
• Escalate to approver - Moves the entire workflow step to the employee's approver for completion;
• Escalate to super approver - Moves the entire workflow step to the employee's super approver for completion;
• Escalate to head of department - Moves the entire workflow step to the employee's head of department for completion;
• Escalate to Head of HR - Moves the entire workflow step to the Head of HR.
• Escalate to HR Business Partner - Moves the entire workflow step to the HR Business Partner.
• Escalate to HR Mailbox - Sends a notification to the HR mailbox that the assigned employee has a task awaiting completion, this can then be addressed by any user with HR level access;
• Escalate to finance mailbox - Sends a notification to the Finance mailbox that the assigned employee has a task awaiting completion, this can then be addressed by any user with Finance access;
• Escalate to recruitment mailbox - Sends a notification to the Recruitment mailbox that the assigned employee has a task awaiting completion, this can then be addressed by any user with Recruitment access;
• Escalate to training mailbox - Sends a notification to the Training mailbox that the assigned employee has a task awaiting completion, this can then be addressed by any user with Trainer access;
• Approve - When used as part of a "Require Approval" step, the workflow step is automatically approved and the employee is notified. 
• Trigger workflow - Trigger a separate workflow that is assigned to the escalations associated employee.

Any escalations which are set to Escalate to a Mailbox, Super Approver etc. This will physically remove the task from the original assignee of the task and physically assign the task to the escalated recipient(s)