Hello,
Looking for some clarification on the Escalation activity in workflow, particularly when there is more than 1 escalation branch.
In a simple example, I have my branch on the left side where I'm waiting for something to happen using a Wait for Entry Change activity. The other branch takes action after a certain amount of time - easy enough.
If I add another escalation branch, do I configure that branch to wait for an 'additional' amount of time, or does it need to know the 'full' amount of time it needs to wait? So for example, if my first escalation branch kicks off after 2 days, and I want my second escalation branch to kick off after 1 additional day, do I configure a wait time of 1 day on the second escalation branch or 3 days?
Additionally, with more than 1 escalation branch, do I need to add the Wait for Entry Change activity into the first escalation branch so the branch doesn't complete, or does it look back to the Wait for Entry Change in the left-most branch of the activity for the action that it's waiting to happen?
Let me know if I can clarify anything. Thanks!
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Cloud - Workflow - Clarification on the Escalation workflow activity
asked on May 2, 2022
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replied on May 2, 2022
All branches go off the primary branch. So in your case, the second branch should be set for 3 days and it does not matter if you have a wait condition in the other escalation branch.
It might be easier if you think about escalation as "do something in addition to whatever is happening in the primary branch if the primary branch is not done by now". The primary branch always has to complete, so escalation branches are waiting on it.
Where the deadline activity is "do something instead of whatever is happening in the previous action if the previous action is not done by now". The primary branch's action is cancelled when the first timer goes off and that new branch takes over and so on.
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