INCREASED FUNTIONALITY REQUESTED IN CLAIM / AUTO CLAIM (Doc ID 1582519.1)

Last updated on NOVEMBER 19, 2013

Applies to:

Oracle Business Process Management Suite - Version 11.1.1.6.0 and later
Information in this document applies to any platform.

Goal

 When a task is claimed and we escalate it , that goes to the user's manager. But it seems like an incorrect assumption that the manager is always the  correct person to escalate.
  
It is likely that a manager is not the proper person to escalate to. It may  be that a user is working on a task and then they get to a point in the task  where they realize that they cannot complete it and somebody with more
knowledge will need to work on it.  At that point, they would want to  escalate it to a supervisor (not their manager) with more knowledge.  Their  manager may not have any knowledge on the the task - it is likely the task
should go to another group of users who have deeper knowledge in the task  (supervisors).  There may be a different set of supervisors per task.  The  escalation path should be configurable even if the task is claimed by  a  user.Why not make the escalation path configurable for both claimed and unclaimed tasks?  They could be separate paths.

Solution

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