Workflow Deadline Monitoring and Escalation

[Former Member]

Hi There,

Here is my scenario, I have a workflow that goes to Person A. If after five minutes Person A has not completed the workflow step then I want Person A to receive a Deadline Reminder Notification. 5 minutes after that, if Person A still has not completed the workflow step I want the workflow item to go to Person B.

How can I implement this? I have been looking in all the forums and people are talking about escalation and deadline monitioring but no one seems to talk about moving the work item from Person A to Person B.

I have implemented the 5 minute deadline monitoring on Latest End and Person A is specified as the recepient for that reminder, but I can't see anywhere to say that after 10 minutes I want it to go to Person B.

Any help is much appreciated,

Colm

[harshil_shah · Accepted solution]

Hi Colm,

The requirement can be fulfilled with the help of the following steps.

1. Create a block step in your workflow. Please note that the table for the loop to be selected should contain your agents for approval in ascending order. So, escalation will happen from A to B.

2. Now, create a User Decision step with Agent for approval = &AGENT[_AGENT_LINE]& in the following format.

3. In the Latest End tab, choose your time criteria and set the action to modeled. Now, you get an additional outcome for e.g. Delegate Manager. Also, activate Processing Obselete in teh Outcomes tab.

4. Now, in case the deadline has been exceeded, then work item proceeds to Delegate Manager Outcome. There create a process control step and the control should be Processing Obselete.

5. Now, the call will flow through this outcome and skip your current agent.

6. Now, suppose the next agent approves,then create a container element EXIT = X to exit the block step.

I hope it helps you.

Regards,

Harshil

[Jocelyn_Dart · Accepted solution]

Harshil, It's a 4 year old post... perhaps best to leave it alone?

But given you have made the suggestion... for the benefit of all...

In any case while your approach would be one possible answer, current best practice would be to use the workflow header event option "Re-execute rules for active work items" which has been discussed in other posts and blogs in more depth.

Also we tend to avoid using Processing Obsolete - it's long been considered not a great answer to this sort of problem, particularly since the Re-execute rules option became available. That is, it's better to reassign the current work item showing how overdue it really is, than to create a new work item which isn't apparently overdue.

Rgds,

Jocelyn

[pokrakam · Accepted solution]

Jocelyn Dart wrote:

Harshil, It's a 4 year old post... perhaps best to leave it alone?

It seems there is still a point (see what I just did there?) to answering 6 year old questions

[Jocelyn_Dart · Accepted solution]

Can never find the right emoticon to fully express my feelings... cheeky Mike! :-J

[Former Member · Accepted solution]

Hi ,

I am also having the same requirement. Can you please let me know what is the solution you processed for this requirement?

I appreciate your answer for this.

Jocelyn, Please  can you give more details on this -  header event option "Re-execute rules for active work items"

Thanks,

Mohan.R

[former_member185167 · Accepted solution]

Please start a new thread if you would like an answer.

[Former Member]

No answer found for this

[saumya_govil]

Hi Colm,

Try this approach: Use Requested End deadline monitring for the workitem and in the branch generated send notification mail to Person A. Also use Latest End for the same workitem and in the new branch generated send a workitem to Person B.

Hope this works for you.

Regards,

Saumya

[Former Member]

Thanks Saumya,

I tried that before and I thought that Person B received the notification even before the Workitem had passed it's deadline. However I was testing with really small time frames, 1 minute and 3 minutes and this could have been the problem. I will try this again and let you know how I get on.

Arghadip,

I tried this way too but I found it difficult to create the flow the way I wanted it, I may have been doing something wrong because I see in a lot of posts that this is the way to do it but I could not get it to work.

Does anyone know if there is a SAP Standard workflow that does what I wish to do?

[Former Member]

I hope the program for deadline monitoring is running every 1 minute or 2 minute as you are using this time frame. Execute the report RSWWDHEX in foreground after triggering the Wflow,

Thanlks

Arghadip

[Former Member]

I think you can use modelled deadline(new branch gets generated) and put a step that is waiting for 5 minutes after which a second send mail step will send another notification.

Thanks

Arghadip

[Former Member]

Thank you for your response.

I have already seen this document and while it does detail how to set up a single deadline\escalation it does not indicate how to set up an escalation path, which is what I really need.

[former_member554978]

Check this below Link, Definitely you will get an idea abt Deadline Monitoring

[Deadline Monitoring|http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/303617cf-73dd-2a10-c993-cc6303585176]