Case Escalation Notification Sample

Case Escalation Notification

Case escalation looks complicated, but it is really the same settings used 3 times. There are 3 delays, 3 loads and 3 gateways. When creating the diagram, it can be easier to drag all the elements in place, align them, then connect them and configure them.

Step 1 – Drag the Start Event to the diagram

Select the Cases base module and set the record type to New Records Only. It is also useful to exclude cases where the Status is closed, rejected or duplicate.

Step 2 – Drag three Intermediate Timer Events to the diagram and align vertically

All three delays will have a duration of 2 days as they are cumulative.


Step 3 – Drag three Tasks to load the status to the diagram and align

All the tasks to load the status are the same. The module is Cases and the Source ID is [ID], which means to refer to the ID of the record that started the process.

We could load all fields, but instead, we add the STATUS field to the list so that only that field is loaded.

The Field Prefix is blank so that the global STATUS field is updated, instead of updating a separate field.

Step 4 – Drag three Exclusive Gateways to load the status to the diagram and align

The gateways do not have any settings, but it is useful to put a description. When the connections are added, the filter of the STATUS field will be applied.

Step 5 – Drag two Tasks to change the assignment to the diagram and align under Start

The operation is set to Assign Module, the module is Cases, the Source ID is [ID], and the Assignment Method is Round Robin Team. The first task will assign to a member of the Tier 2 Support team, and the second task will assign to a member of the Tier 3 Support team.

Step 6 – Drag the Message End Event and the End Event to the diagram

The Message End Event will send a Notification as a Custom template. The Case 6-day alert is send to the manager.

Step 7 – Connect elments as show in sample

After connecting all the elements, the paths that go to the End Event need to have an expression that will allow the process to end if the Status is Closed, Rejected or Duplicate. C# syntax is used so || represents the OR clause and == represents the IS EQUAL clause.