Escalation guide

1 Boundary escalations
- 1.1 Definition
- 1.2 Prerequisites
- 1.3 Non-interrupting escalation
- 1.4 Interrupting escalation

Boundary escalations

Definition

For some very time sensitive processes, it is advisable to use boundary escalations to deal with tasks where the designated time constraint has been exceeded or something needs to happen before time exceeds, such as a reminder. These boundary escalations come into effect if the time constraint is preceded/exceeded by the time entered for the escalation.

Prerequisites

For the escalations to work, the timer DoEscalation needs to be added in TIM. For the documentation on how to add the timer, see: https://tim-doc.atlassian.net/wiki/spaces/eng/pages/228591826
A duration in which the task needs to be finished must be entered for the task to which the escalations should be attached
The time remaining/passed for each escalation needs to be stored in the escalation name with the following pattern:

Here, any text(<'+' or '-'><amount of time units><time unit abbreviation>)

abbreviation	time unit	example

abbreviation	time unit	example
s	seconds	+1s or -1s
m	minutes	+1m or -1m
h	hours	+1h or -1h

It is also possible to combine them:

i.e. 1h 12m 5s

The escalation can also be triggered at the exact time the time constraint for the task runs out, by setting the escalation name to 0h.

Non-interrupting escalation

A non-interrupting escalation can be recognized by the dashed border in the process model. It doesn't stop the 'normal' flow of the process, but functions more like a parallel gateway that is being activated if the time stored in the name of the escalation is still left (if time is stored with a - operator) or has passed (if time is stored with a + operator) since the duration planned for the task ran out.

In the example process, the time stored in the non-interrupting escalation is (-1h). That leads to a reminder email being sent out 1 hour before the duration planned for the task runs out.

Interrupting escalation

An interrupting escalation can be recognized by the solid border in the process model. It interrupts the 'normal' flow of the process, and the path of the boundary escalation is chosen from there on. Each escalation needs to end in an 'End Event'.

In the example process, the time stored in the interrupting escalation is (+30m). That leads to the termination of the process and the termination email being sent out 30 minuted after the duration planned for the tasks ran out.