Hello team,
I would like to ask you for an advice. In my tool there is one User Input Task which is assigned to a group "Processors". The users of this group accept the task and complete it. I set up an "Escalation" to reassign the task back to queue if some of the processors forget to complete it.
My problem is that in some cases, I cant really explain why, the task is not released and its owner remains still the user who accept it. So I created a flow for business administrators who can reassign a task to somebody else from the pool using the "Reassign Task" smart service in Process model. But even if we select the "ICH Processors" as a group to assign the task back, the owner of the task will not change and the task will be not available to accept it. Any advice please on how to resolve this? How to change the owner correctly? Thanks
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Did you try looking in the logs for any clues?
My first confirmation would be that the Task ID input is correct on the Reassign Task node. If this is not exact, the task will not be reassigned.
For the escalation, are there any Timer Conditions (under Advanced Options) that prevent the escalation? E.g. are we sure the escalation is firing when the assignment does not change, or is it not running the escalation?
Hi,
As Chris mentioned, did you check the configuration "Timer Escalation Activation" - whether it triggered the escalation or not? I tried with 1 minute timer and its working as expected.
PFAs for your reference. I hope it would help you.
If the current assignee is a member of the group you are assigning it to, I suppose it's possible that it thinks it's doing what you are asking it to.
Have you tried reassigning it to a DIFFERENT group, and then assigning it back again?
can we define the escalation to trigger when the task was accepted by someone? is it possible to define such a condition?
Yes, you can define an escalation to fire immediately, just use 0 minutes in the setting. But I'm not sure why you would want to do that as you mention you are using the escalation for reassignment - immediately upon assignment?