Process Action items do not use the Initial Grace Period for Escalations.
Steps to Reproduce:
Expected Results: Escalation should occur at Action Item Due Date + Initial Grace Period
Actual Results: Escalation occurs at the Action Item Due Date
This working by design.
The escalation rules for action items:
Note: For Clarity 8.1.0 and later, all action items have a default due date of the start of next week. This means that it is not currently possible to create a process action item with no due date.
If a particular customer wants an escalation date for a particular process to be the action item due date plus initial grace period, a very easy workaround is to xog the process out and then modify the XOG input so that:
When the process definition is XOGGED back into Clarity, the escalation date will work the way they want.
The following update statement can be used to update the escalation rules for all action items for a customer:
UPDATE ESC_DEF_RULES SET ai_w_due_date_action_code = 'ESC_ACTION_DUE_DATE_PLUS_IWP' WHERE object_type_code = 'actionitem' AND parent_object_type_code = 'process'
Note: This update statement will have to be run again anytime new processes are added to ensure that the new processes have the same Escalation Default Rule as the rest of the customer processes.
There are several different enhancement requests surrounding the way customers would like Escalation default rules to work. None of them have been implemented at this time.
Keywords: escalation, defaults, escalation rules, process, bpm, action item, CLRT-41590, CLRT-16055, CLRT-25089, CLRT-22004, CLRT-7233, CLRT-43884, erq, improvement.
Release: NCSVCS05900-8.1-Clarity-Service Connect-for MS-SQL