Workitem escalations

Lifecycle & Governance
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Our current process for access request reminders and escalation is to send out 5 reminders at 24 hours intervals and escalate the workitem after 24 hours of the 5th reminder and then the workitem expires after 14 days. We are using a custom approval assignment rule and a workitem escalation rule in the LCM Provisioning workflow. The variables hoursBetweenReminders, maxReminders and hoursTillEscalation are set in a custom object along with the name of the fallback approver. Is it possible to disable workitem escalations only for access requests made for a particular entitlement/group ? If so, how can that be done? I have tried setting the “escalationEnabled” value to ‘false’ in the approval item through the workitem escalation rule but it does not work.

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Hi  @ManparTDC

I think thats late in execution to update the escalation config of work item, you might have to do it when the work item is generated i.e. in the approval step itself.  There in the argument section you can use script for those variables and assign the appropriate value based on incoming entitlement in the plan/project.

Thanks,
Manjesh

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Thank you  @manjesh_kumar  !!