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.
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.