This article is contributed by our guest writer Vivek Acharya. Vivek is an Oracle Consultant working as a Professional Freelancer. He has been in the Design, Development, consulting and Architect world for approximately seven years working in Oracle Practice at IBM,HP,Zensar. He is an Oracle Certified Expert as Oracle Fusion-SOA 11g Implementation Specialist and Oracle – BPM 11g Implementation Specialist. He has experience and expertise in Oracle Fusion – SOA, BPM, BAM, Mediator, B2B, BI, AIA, Web logic, Workflow,Rules,Webcenter,UCM,IDM,Oracle Fusion Applications,SaaS,OnDemand etc. He loves all things to do with Oracle Fusion Applications, Oracle SOA, Oracle BPM, Cloud Computing, Salesforce,SaaS and BSM. Vivek is author of the Oracle BPM Suite 11g Developer’s cookbook (Packt, 2012).
Escalation is a common requirement while implementing Oracle BPM processes with human interactions. Processes don’t do work, it’s the people who do. This concept leads to those processes which have heavy human interactions. There are scenarios when a participant does not act on an assigned human task and such scenarios become candidate for being escalated.
Custom Escalation is to empower BPM system with the capability to introduce a check on the Task’s outcome. A participant is assigned a task and if it doesn’t acts on the task in a specified time frame, then non-availability should be accounted, published and notified. If the Participant does not act in the duration provided, the task is escalated to the manager or another user, as appropriate.
Escalation makes sure that SLAs are met and the process performs as per the exceptions within in the time frame it is suppose to. For example – if a task is assigned to a participant and the participant was suppose to respond in 2 days and it’s overdue by 4 days, it basically hampers the fabric of the process and might lead to loss of business. Assume a loan approval process. If the loan document request is awaiting a loan officer approval and it’s overdue in its kitty by 4 days. Then it’s the best practice to escalate overdue information and the task to another participant.
This post is meant to showcase custom escalation and how participant list can be build dynamically. Read the complete article here.
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