Setting Assignment Escalation Dates

Overview

When carrying out the process of Assigning a Form, users are provided the option to establish Dates that designate when the Assignment reaches a new level of urgency; this allows Admins to dictate when further action needs to be enacted upon or in response to the Assignment. 

Such actions may include the sending of a reminder Email, or a link to additional Assignments that have been applied to the Task at hand. Additionally, this functionality allows the option to create more specific time frames for completing an Assigned Task.

The following document demonstrates how to implement such dates as a means of escalation in an Assignment process.

Example 

1. From a Flow containing an Assignment, navigate Properties > ASSIGNMENT SETUP, then click EDIT.
2. From the Assignment Setup window, under the Assignment Dates category, enable Specify Escalate Date. Then, set Form Assignment Escalate Date to Constant Date and Time and define the desired escalation date (for example purposes, set a DateTime value that's in the near future). 
   Escalation Process

   If the Assignment has not been worked by the defined Escalate Date, then the Assignment's State will change from Current to Escalated.

   

3. Without leaving the Assignment Setup screen, navigate to Assignment Events; under Assignment Escalate Flow Type, select the desired option. Then click PICK OR CREATE ASSIGNMENT ESCALATE FLOW and CREATE a new Form Assignment Handler Flow. 

   On Assignment Events 

   The Assignment Events setting offers the ability to run a specific Flow upon reaching a set Assignment Date. Establishing an Assignment Event Flow Type will create a Flow with the Form Assignment Handler Flow Behavior.
   
   The options for this configuration are as follows: 

   Flow Types
   None	Establishes no value for the Assignment Event Flow.
   SharedFlow	A Flow that can be created or picked that can be other processes within an environment.
   Private	A Flow that is create only for the associated Assignment.

   

4. From the resulting Flow Designer, attach a Send Notification To Accounts and Groups step from Toolbox > COMMUNICATION > NOTIFICATION, to the Start and End steps.

5. From the Properties of the Notification step, Constant map the desired Message and Subject. Then, set Accounts and Groups to Build Array and map assignment.AssignedUsers.First to Item 0.

   Assignment Data 

   As the Escalate Flow is designed to handle Form Assignment, users may access data pertaining to the original Assignment including: 

   • Flow_StepTrackingId
   • Form_FlowTrackingIdNotify
   • Form_AssignmentId
   • Form_AssignmentURL
   • assignment 

   

6. Save, then close the Escalation Flow. 

7. Back in the initial Assignment Flow, from the Assignment Setup window, click DONE. Then Save and close the Flow Designer. 

8. Run the Assignment Flow then navigate to the Assignee's Inbox to verify that the Assignment's state has changed to Escalated.