I have some esclation timers that I set up on a task. I'm using the escalate

mjmallet over 10 years ago

I have some esclation timers that I set up on a task. I'm using the escalate at the date and time specified by this expression. "= workday ( pv!end_date , - 17 , cons!holidays_date )". And I have one for -14, -10, -8 and -6 days. Now the issue I'm having, is that if I go and change the end date, and the end date is at minus 8 for example, I will get all escalations up to the -8.

I tried to make sure that the escalation are only sent, by adding an expression at the bottom (timer conditions, will fire if it's true) which compares "now()" with the "end date minus the number"... (to make sure that today's date is greater or equal to my expression.)

Sometimes it's working and others is not, any suggestion on how I could make it work so that if the end date is changed that I only get the escalation closer to today's date?

...

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0 mjmallet over 10 years ago

The reason I'm going complicated is that the client wants this type of escalation.

4 weeks prior - 1 email
3 weeks prior - 2 emails
2 weeks prior - 3 emails
1 week prior - daily emails until completion.
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0 aayusha
Certified Senior Developer
over 10 years ago

As there is no directly sending email via escalations, I would suggest to have this all the email alert separately and use timers and xor events to send emails. This would give much better handling of escalations emails.
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0 Stefan Helzle
A Score Level 3
over 10 years ago

You could send a message to a process start node which then decides on what to do depending on the state of the task. The message contains the process id of the sending process and you can do reporting on tasks of this process to determine escalation status.
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0 mjmallet over 10 years ago

Sorry what I meant by "email" is the actual escalation notice sent via email from the system.
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0 mjmallet over 10 years ago

I was able to make it work with some tweaking. For escalation at 2 weeks I have created an escalations for day 10, 8 and 6. This is day 10 example. This prevents that if the end date is changed, the escalation will only work if "now()" is in range of the escalation. (it's not perfect but it's better than receiving all prior escalations)

Escalate at the date and time specified by this expression: = workday ( pv!end_date , - 10 , cons!holidays_date )

I added this condition and the bottom:

now ( ) >= workday ( pv!end_date , - 10 , cons!holidays_date )
now ( ) <= workday ( pv!end_date , - 9 , cons!holidays_date )
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