Set Escalations for Queues

You can set the Escalation for the queue from the Escalation tab of the queue management interface.

To set the escalation:

1. In the Escalation tab, click Add to open the Escalation settings window.

2. In this window, specify the name of the workflow corresponding to the queue. Select the required workflow from the list for the Workflows field.

3. Next, specify the stage in the queue at which the escalation should be triggered. Select this from the Queue Items Stages list. Choose either Queue Item Created or Queue Item Picked.

4. Enter the Escalation Time Interval in the corresponding field.

5. Select the Recurrence check box to set the escalation to recur.

6. Select the required escalation type check box, under the Escalation Type section.

   1. If you select Reminder Message, it will generate a reminder message to be sent to the participant assigned a task from the queue

   2. If you select Notification, it will send a notification to the participant that the assigned task has not been acted upon

   3. If you select Move To Different Queue, it will move the task that has not been acted on to a different queue

   4. If you select Reassign, it will reassign the task that has not been acted on to a different participant

   5. If you select Trigger Escalate Output, it will trigger the "Escalate" output for the task that has not been acted on

   6. If you select Call a Workflow, it will execute the specified Workflow when the task has to be escalated

   7. If you select Put Back In Queue, it will put the task that is not acted on back in the queue.

The following steps provide information to set the different Escalation Types.

Setting Reminder Message or Notification Properties

7. Select the Reminder Message or Notification escalation type check box.

   The Set Properties button appears next to it.

8. Click Set Properties.

   The Escalation Properties window appears.

9. Specify the subject of the Reminder Message or Notification either by entering a discrete value in the Subject box or by selecting an option from the Field list and then click Append.

10. Specify the message of the Reminder Message or Notification in the Notes box.

11. Click Submit to save the Reminder Message or Notification.

Setting Reassign properties

12. Select the Reassign check box.

    The Set Properties button appears next to it.

13. Click Set Properties.

    The Escalation Properties window appears.

14. Select the participant to whom you want to reassign the task.

15. Click Submit.

Setting Call a Workflow properties

16. Select the Call a Workflow check box.

    The Set Properties button appears next to it.

17. Click Set Properties.

    The Escalation Properties window appears.

18. Specify the following:

    1. In the Application Name box, type the application name.

    2. In the Workflow Name box, specify the workflow name.

    3. In the Version box, specify the version details.

19. Specify the contents to be passed to the called Workflow by selecting the value type (variable, content, or value) from the first list for Field and selecting the corresponding variable or content collection from the second drop-down list.

20. Click Append to add the selection to the Contents text area.

21. Click Submit.