Lifecycle of escalations
An escalation is an alert that is raised automatically
when a human task is not actioned in the specified amount of time.
For example, if tasks are not claimed or are not completed within
a defined time limit. You can specify one, or more, escalations for
a task. These escalations can be started either in parallel, or as
a chain of escalations.
The following diagram shows the state transitions that can occur
during the lifecycle of an escalation.
- When a task is created, any predefined escalations are created and are put into the inactive state.
- When the task reaches the activation state for the escalation, the escalation is put into the waiting state and the timer is started.
- A waiting escalation becomes escalated, the escalation action
is performed, and the associated task is put into the escalated substate
if one of the following situations occurs:
- The task has not yet reached the expected state and an authorized user triggers the escalation manually.
- The task has not yet reached the expected state and the timeout is triggered.
- A waiting escalation becomes superfluous, and is deleted if one
of the following situations occurs:
- The task has reached the expected state and an authorized user triggers the escalation manually.
- The task has reached the expected state and the timeout is triggered.
- The task has reached an end state and the escalation is canceled.
- You can change the escalation duration and repetition duration.