Work item escalation and notifications to several levels

[Kjetil Kilhavn]

Well, you could add a "Fire the manager who does not do his job" button....
That would add some value. Of course that should not be the only button,
there must be an exit button as well. The exit button would let the manager
keep the job while reducing his/her salary by 5%.
 
Perhaps you use the deadline feature to notify the applicant currently.
I think you can accomplish what you want by looping, using modeled
deadlines and adding two container elements. One container element signals
whether the applicant has been notified, the other how many levels up the
notification has gone. Then you create a role taking a person (the
applicant) as input together with a level. The role with level 1 will
always give you the correct agent (in case the organization is changed),
and then the role with any other level will find the notification
recipients.
--
Kjetil Kilhavn
 
 
 
 
 
                    "Cristiana d'Agosto"
                    <cristiana.dagosto at au.pwcg        To:     SAP-WUG at MITVMA.MIT.EDU
                    lobal.com>                        cc:     (bcc: Kjetil Kilhavn)
                    Sent by: SAP Workflow             Subject:     Work item escalation and notifications to several levels
                    <Owner-SAP-WUG at MITVMA.MIT.
                    EDU>
 
 
                    06.08.2002 05:58
                    Please respond to "SAP
                    Workflow Users' Group"
 
 
 
 
 
 
Hi all,
 
we are in 4.6c and the scenario described is for Leave Approval ie.
employee enters a leave request via ESS and the manager (1 Up) is the
immediate approver of the request.
 
In the current design for workflow, the result of any work item remaining
idle for 5 days is that the employee (initiator) receives a message to
notify him/her that no action has been taken by the manager. The new
requirement is that the manager at the next level (let's call it manager 2
up) will receive a notification of the outstanding work item after 5 days.
To ensure clear ownership of the approval process (I don't necessarly agree
with this), the work item itself will remain in the manager 1 up inbox only
ie. the manager 2 up is only notified that manager 1 up has not processed
the work item. If after a further 5 days the work item is still in the
manager 1 up inbox, a further notification will be sent to the manager 3 up
(!). The escalation of notifications will continue every 5 days until the
work item is processed or notification reaches the top of the org
structure.
 
I don't think this solution is good and I don't think it can be done. Have
you come accross such requirements before? Is it possible to do it? I am
still working on a way of convincing the client that this is not a good
solution. The way I see it you will just be sending heaps of
non-added-value mails to people that cannot process the work item anyway.
It is just a way of letting people know that someone is not doing their
jobs on the expected time frame.
 
Any ideas??
 
Thanks and regards
 
Cristiana
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