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Re-route work item from firefighter user's inbox back to controller's inbox if no response

Customer want to have firefighter log review workflow to check the work item stays in firefighter user's inbox for more than certain days without response be routed back to controller automatically. We tried setup two stages in default path. One for re-route and one for escalation but controller has to approve request twice if so. Is there anyway to set this up with BRF rule to check the age of firefighter log review work item?

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1 Answer

  • Dec 15, 2015 at 06:47 PM

    Hi Ying,

    You should revert back to single stage and the default configuration.

    I'm assuming "work item in firefighter user's inbox" means that the Controller "requested additional information" from the firefighter user and sent the log back to the user for further explanation. Please let me know if this assumption is incorrect.

    To accomplish this requirement, you should "Modify" the stage and configure the escalation as shown below:

    Configure the Escalation Type, Escalation Time, Mins (4,320 mins = 3 days), and Escalation Agent (who the escalation will be sent to):

    You will also need to open "Modify Task Settings" and perform the escalation here as well.

    The only downside of this configuration is that if any Firefighter log is sitting in the Controller's inbox for longer than is defined, then the log will "escalate" right back to the Controller... which isn't the worst scenario actually.  This would be more of a reminder to the Controller to process the log.

    I haven't tested this configuration myself, but I believe this might be a solution.

    Hope this helps,

    Ken

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    • I do not have much experience with custom routing rules, but you may want to investigate creating a custom routing rule for MSMP Process ID SAP_GRAC_FIREFIGHT_LOG_REPORT

      (SPRO>GRC>AC>Workflow for Access Control>Define Workflow-Related MSMP Rules) and try to use custom decision table logic that looks at REQUEST_DATE or one of the other header fields.