3 Replies Latest reply on Aug 16, 2012 12:23 AM by mario_gudelj

    Workflow Notifications

    Colin Brechbill

      I am having difficulty setting up a Workflow and Notifications. We have a customer question form, and i would like the workflow to notify a user on our system then escalate it if not responded to within X time and then escalated again if that is not responded to in X time.

       

      My issue is, we get the initial notification but if that role does not assign it to themself the remaining workflow stops? I have searched but see limited information on the subject.

        • 1. Re: Workflow Notifications
          mario_gudelj Most Valuable Participant

          Hi Colin,

           

          The initial workflow should have an approval link. If that workflow is not actioned the escalation workflow should go out after the period you set inside the workflow step. If you provide a site URL and the workflow name I can check this setup for you.

           

          Cheers,

           

          -mario

          1 person found this helpful
          • 2. Re: Workflow Notifications
            Colin Brechbill Level 1

            Mario,

             

            Many thanks for taking the time to answer this. Let me eloborate a little more (now that we checked of Must Approve the escalation is now occuring)...we want a double escalation, meaning if the person it is escalated to does not respond it gets escalated anothe level. Also, when can the work flow not automaticly be assigned to the person responsible for the workflow, instead they have to log in, and assign it to themselves.

            • 3. Re: Workflow Notifications
              mario_gudelj Most Valuable Participant

              Hi Colin,

               

              The current framework doesn't allow for multiple levels of escalation. We'd have to implement another dropdown for another role so that the escalation can go further up. As for the assignment, that's another thing that doesn't exist and would need to be implemented. I believe that our product management team will look at the forums for ideas on what customers require before doing further development, so we'll leave this for them here to see.

               

              Cheers,

               

              -mario