Escalation pattern


#1

Hi dear Camunders,

I would like to ask whether you have experience designing escalation pattern where specific escalation would be triggered based on how many days passed since let say a task was or had to be triggered.

I was thinking about to use task listeners, but maybe it is wrong pattern.

Thank you for any advice

M.


#2

It would be pretty easy to do this using a timer boundary event without any need for a listener or code.
You can see an example here; https://cawemo.com/share/6bd15f18-ae66-4770-a296-10301164b9fc


#3

@Niall

thank you for suggestion.
I think my pattern is as follows https://cawemo.com/share/3f46971b-bc71-48f8-9a84-e26131678e28
but I am not sure whether this is the right approach cause this pattern might get big.
In such case I would use sub process or call activity …

Best regards


#4

The non-interrupting timer event could fire in a cycle so it could send the reminder every few hours, or days so you wouldn’t need to repeat anything, as in your example.


#5

@Nail
you are right
unfortunately in my case some escalations needs to wait hours and some days, …

thank you


#6

thats not a problem, a timer can wait years if you want, it can be dynamic.


#7

@Niall
hmm interesting, I wasn’t thinking about such solution.
Another thing is that every higher step of escalation needs to have different recipients.
It is doable programatically but I think I will go BPMN way so it will be more readable by users.

Thank you again.

M.


#8

I would suggest looking into DMN + Timer combination as attached.
DMN can be used to pull the correct emailId to trigger the email based upon the priority of escalation.

Escalation_Sample.bpmn (6.7 KB)