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Question

Feature Request: Escalation to specific group member

Forms
Updated March 27
asked on March 25

I have a customer requesting this feature and it seems like a great addition to the system.  I don't believe this is currently available, but looking for guidance.  Their request:

Currently, if I want to send an escallation email due to a (forms) task (assigned to a group) not being completed, I cannot designate the current task owner. I’d rather not send the escallation to everyone in the team; only the currently assigned person.  What I need is either a.) a specific nag function that allows me to specify a time frame and automatically goes to the current task owner, or b.) a way to designate the task owner when I create an email task.

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Answer

SELECTED ANSWER
replied on March 26

If you select send to "Task participants", the reminder email should be sent to the current assigned person. That means, if a user has taken the task then the email would not be sent to the entire team.

Can you check the following behavior and see if it meets your use case?

  • A user task was defined to assign to a team, and a task reminder was added to send email to "Task participants" after 10 minutes.
  • Start a new instance, the task should be assigned to the team.
  • Let a single user claim the task within 10 minutes.
  • When the task reminder email should be sent, the task was assigned to that single user, not the entire team. Then the email would be sent to the user only.
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Replies

replied on March 25

There is task reminder feature that allows you to define a reminder on user task and send email to the current assigned person after certain time: https://doc.laserfiche.com/laserfiche.documentation/12/userguide/en-us/content/process-user-tasks.htm#TheReminderstab

Will this work for you?

 

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replied on March 26

Unless I'm missing a feature, this does not solve the problem.  Those reminders are going to the entire team, not just the user from that team that is assigned the task. The escalation trigger emails the entire team and my customer is asking for a way to only remind the 1 person from the team that has the actual assignment.  

In the Task Reminder window, even if you edit the email and select "Custom Recipients", there is no way to only email the single person from the team that is assigned the task, the only built in variables available are Previous Submitter, Previous User Submitter and Process Initiator.

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SELECTED ANSWER
replied on March 26

If you select send to "Task participants", the reminder email should be sent to the current assigned person. That means, if a user has taken the task then the email would not be sent to the entire team.

Can you check the following behavior and see if it meets your use case?

  • A user task was defined to assign to a team, and a task reminder was added to send email to "Task participants" after 10 minutes.
  • Start a new instance, the task should be assigned to the team.
  • Let a single user claim the task within 10 minutes.
  • When the task reminder email should be sent, the task was assigned to that single user, not the entire team. Then the email would be sent to the user only.
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replied on March 27

Rui, I'm so happy to say you are correct.  This is now working for us and I appreciate the guidance.  Thanks for building this in, it's a much better solution.

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