Question

Escalation works on first entry in folder only

Workflow

Updated March 2, 2017

asked on March 1, 2017

We have a folder with multiple entries that are created when a Laserfiche form is submitted. We are trying to set up escalation so that the administrator is notified when any entry in the file has not been attended to within 1 week and then at specific intervals following that time. So far we have only created 1 escalation branch to ensure it works. What we are finding is that only the first entry in the folder is acted on by the workflow.

We have used "For Each Entry" and this is finding the correct number of entries. When I look at the workflow it makes sense that only the first one is acted upon. This puts us at risk of having an entry further down the list that is beyond the time line. (Email 6 is simply a notification to the administrator that the workflow had completed - for testing only)

My question: How do we perform the escalation on every entry in the folder and not just the first one?

Thanks.

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Replies

replied on March 1, 2017

One solution I could see would be to create 2 workflows. The first finds the entries and using a conditional decision based on your escalation criteria calls the 2nd workflow via the 'Invoke Workflow' activity and passes the entry name. The 2nd workflow contains your escalation/wait for change activity. Thus you would process every entry in the first workflow and if 5 entries met the escalation criteria you would kick off 5 separate workflows that each managed an escalation for the specified entry.

You would need to be careful how often your first workflow ran or you could get multiple escalations on the same entry ( but that is true for any search that starts an escalation )! Add a metadata field to indicate an entry has had an escalation started that could be used to exclude them from your initial search.
Curious if there is a better way to do this in a single workflow, a parallel branch ??

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replied on March 1, 2017

What is the wait condition in your escalation activity?

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replied on March 2, 2017

I'm using the field "Approval status" not equal to "Pending". All entries in this folder will have "Pending" set as the approval status.

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replied on March 2, 2017

For Each Entry is designed to quickly process documents. If you put a wait condition in it, then that wait will pause the workflow until its condition is satisfied or the escalation timer goes off. Then the workflow will move on to the next entry.

For what you need, it's probably better if you search for documents with "Pending" status and some other condition that indicates they haven't been touched in a week, maybe something like the modified date. If you only want to notify the admin that there are any, you can check if the search returned any results and then email the admin. If you need to get a list, you'd need to add the For Each Entry activity and build the list to email the admin.

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replied on March 2, 2017

We'll try invoking an escalation workflow. Thanks everyone for your input.

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Escalation works on first entry in folder only

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