Defining an escalation action for an incomplete assignment

Reduce the risk of unfinished work in a case by defining an escalation action, such as notifying the manager, which is initiated when an assignment exceeds its goal or deadline.

  1. In the navigation panel of App Studio, click Case types, and then click the case type that you want to open.
  2. In the upper-right corner of the Workflow tab, click Life cycle.
  3. Click the assignment for which you defined a custom goal and deadline.
  4. In the step property panel, click Goal & deadline.
  5. In the Goal and Deadline sections, indicate what action to take when an assignment exceeds its goal or deadline:
    • To send an email notification, in the Action list, click Notify. Select the users to whom you want to send the notification, for example Manager.
    • To reassign the assignment, in the Action list, click Reassign to. Specify the user or work queue to which you want to reassign the assignment.
    • To resolve the case, in the Action list, click Resolve. Select a status for the resolved case, for example Resolved-Withdrawn.
  6. Click Save.