INCREASED FUNTIONALITY REQUESTED IN CLAIM / AUTO CLAIM
(Doc ID 1582519.1)
Last updated on MARCH 08, 2019
Applies to:Oracle Business Process Management Suite - Version 18.104.22.168.0 and later
Information in this document applies to any platform.
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.
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