Activity Escalation rules

PolicyCenter associates two specific dates with an activity.

Due date

The target date to complete this activity. If the activity is still open after this date, it becomes overdue.

Escalation date

The date at which an open and overdue activity becomes escalated and needs urgent attention.

PolicyCenter runs scheduled process activityesc every 30 minutes (by default). This batch process runs against all open activities in PolicyCenter to find activities to escalate, using the following criteria:

  • The activity has an escalation date that is non-null.
  • The escalation date is in the past.
  • PolicyCenter has not yet escalated the activity.

PolicyCenter marks each activity that meets the criteria as escalated. After the batch process runs, PolicyCenter runs the escalation rules for all the activities that have hit their escalation date.

This rule set is empty by default. However, you can use this rule set to specify what actions to take any time that the activity enters the escalated condition. For example, you can use this rule set to reassign escalated activities. In the following example, the rule re-assigns the activity to the group supervisor if the escalated activity priority is set to urgent.

CONDITION (activity : entity.Activity):
return activity.Priority == Priority.TC_URGENT

ACTION (activity : entity.Activity, actions : gw.Rules.Action):
activity.assign( activity.AssignedGroup, activity.AssignedGroup.Supervisor )

See also