Make Escalations Smarter

 

K2 blackpearl has a nice way to automatically escalate activities. Say you have an activity which contains a SmartForms Client Event. Because events are fired sequentially within an activity, client events bring a process instance to a standstill until the client event is completed. (The example below contains four events, which are called sequentially. The green backgrounds indicate events which have completed; the blue background indicates the Get Approval Client Event is in progress, and the white indicates the Call Review event has yet to be called.)

MakeEscalationsSmarter-1

K2 was clever to bake in some simple escalations, which can be based on an arbitrary value for elapsed time. If your approver hasn’t taken action in a timely manner, you can have K2 do things like send the process instance to a separate activity, or to nag the approver with reminder messages.

Recently, I was asked if we could shut off the escalation for a specific activity. Several hundred people were about to receive reminders about their applications when the delay was actually on our side, not theirs. Sadly, because the process instances were tied to a specific version of the workflow, deploying a new version with the escalation action deleted or modified would only affect processes instantiated after the new version was deployed. It wasn’t going to do anything to help with the current situation.

The conundrum led me to think about how we could handle a situation like this in the future, and at will. Here’s what I came up with.

Continue reading “Make Escalations Smarter”

Make Escalations Smarter