You can have a process with an automatically escalated activity using Intermediate Timer events.
Step 1 – Including an intermediate timer
Before including the intermediate timer, make sure the process has the automation feature activated. So, go to the properties tab and activate the switch “Automated Process”.
For demonstration purposes, we will use a simple Support process, with lanes for the first and second service levels.
- We will configure the escalation from activity ‘Analyzing and Solve the Demand’, first level, to activity ‘ Analyzing and Solve the Demand’, second level support, in case it remains in the first activity for more than 3 days.
- To add the edge element, select the task ‘Analyzing and Solve the Demand’.
- Click the chain icon and add the intermediate timer.
- Pull the timer sequence flow to the activity ‘Analyzing and Solve the Demand’.
Step 2 – Configuring parameters
The next step is to configure the intermediate timer parameters.
- Select the intermediate timer and go to the properties tab on the right.
- In properties, in the “Execution” group, select the “Interval type”.
- Then define the “Interval”.
Step 3 – Testing
Tests are performed within the process editor itself.
For the test, we will leave the parameters with shorter deadlines so that we can follow the escalation.
- Change the “Interval type” to “Minutes” and the “Interval” to “5”.
- Click to save changes.
- Select the process initiator and right-click it, then click “Tests”, and finally “Start new work item” (for HEFLO, a “work item” is a process instance).
- In the work item execution dialog box, click to close and wait for the 5 minutes configured in the intermediate timer.
- Reopen the test work item.
- Notice that the process was directed to the second level of support.
Step 4 – Publishing automation
After completing all the tests, publish the process:
- Review all timers configuration to validate the configured interval.
- Select the actions tab on the right in the process editor.
- Click “Publish Automation”.
The process engine is responsible for identifying the correct timing for opening processes instances with automatic initiators such as timers.