Creating a custom email "from" on tasks escalations different from default appian-alerts

Hi erickp,
If you are using Appian Cloud environment Raise a support ticket to get the Custom Email senders configured.
docs.appian.com/.../Configuring_Custom_Email_Senders_in_Appian_Cloud.html
From 18.4 they have introduced the feature where you can manually enter the from address in the node without the support team.

Hello Ekansh, what about if I am on premise? Is there a way to do it?

Ekansh, that doesn't help me sadly enough because I am not using the Send Email smart service but the "escalation" feature. What I am in need for is to modify the "from" for the escalation feature as Appian doesn't give us the option to do so. Makes sense?

Instead of using the escalation, you could use and exception timer that flows into the send email smart service, and then configure the custom email sender.
Yes, this is an extra step, but it would satisfy your requirement.

Hi Robert, I considered doing that but what in the cases where I have multiple escalations? I don't think it would work in that case because I would have to set it up so that after the first exception the process goes back to the task and at that point the user will get another email and it starts getting complicated. Also, I am not sure if Appian allows us to make the exception timer to be dynamic by changing the value on a process variable, or am I wrong in saying that? It might be es escalation timer and not the exception timer or both. Thoughts?

Hi Robert, I considered doing that but what in the cases where I have multiple escalations? I don't think it would work in that case because I would have to set it up so that after the first exception the process goes back to the task and at that point the user will get another email and it starts getting complicated. Also, I am not sure if Appian allows us to make the exception timer to be dynamic by changing the value on a process variable, or am I wrong in saying that? It might be es escalation timer and not the exception timer or both. Thoughts?

This is still manageable.

First you add a PV, escalationLevel (int). On the outflow of the exception timer, add one to the escalationLevel, perhaps with a script task.
After that, you can use a gateway to route your flow the the appropriate send email smart service - the one that corresponds with your escalationLevel.

Also,  since you mentioned that the process will go back to the task - consider reviewing the following playbook plays:

• Creating Memory Efficient Models
• Creating Flexible Processes