E-AWE: Notification And Escalation (NEM) With 3 Notify Participant, Creates Escalation Worklist For Approvers That Have Not Been Routed To Yet (Doc ID 2228324.1)

Last updated on JANUARY 30, 2017

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.51 and later
Information in this document applies to any platform.

Symptoms

On : 8.51 (any) version, FSCM 9.1 Approval Framework (AWE) Workflow Notification and Escalation (NEM) processing


NEM with 3 Notify Participant, creates Escalation Worklist for Approvers that have Not been Routed to yet.

Using PO with 3 Steps;

Step 1A
Step 2B
Step 3C

Timeout set as follows;

  Participant days User List
1. Notify participant 3 days HC_PO_REQUESTER
2. Notify participant 6 days HC_PO_LEVEL1
3. Notify participant 9 days. HC_PO_LEVEL2

NEM runs daily, and at 3 days, Pending for Step 1A is correct, Escalation Worklist generated. Day 6, the Escalation Worklist is sent to Step 2B Approvers for which it is not routed yet. They get Escalation Worklist and can not Approve because it is not their turn yet. The Escalation Worklist never goes away.
 

Expectation is that Step 2B & Step 3C do not get Escalation Worklist, that they cannot take action on. There is row in PSWORKLIST Escalation Worklist but there is no row in the AWE EOAW_USERINST table that would allow Escalation Recipient to take action on the page.


The issue can be reproduced at will with the following steps:

1. Configure On Escalation Event, Header Level as follows;

Participant Channel Template iD
Dynamic Both PO Escalation

2. Put back the Userlists on the Timeout options.
3 the event notification on "On Escalate" defined with two rows.
  a) Participant : Approvers Channel: both
  b) Participant: Dynamic Channel: Email

4) Replaced the template with PO Snitch

Results on running escalation process:

3 days run -> worklist item created but no email

6 days run -> no changes (worklist item remained as is and no email)

9 days run -> no changes (worklist item remained as is and no email)



Cause

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