Create an Escalation Process

dspTrack™ allows users to send escalation workflow emails to management regarding late tasks. The escalation email is generated by dspTrack™ to make management aware of late tasks within a project.

Before a late task can be escalated, the escalation process must be configured following the steps in this section.

NOTE: Users must have the correct security to configure the escalation process. Users must be assigned to security roles that have the WebApp Groups Power User, Power Designer or Administrator assigned. Users assigned to the Template Security Role DSPTrack.Administror can also configure the escalation process. Refer to Set Up Security for dspTrack™ for more information.

The escalation process is comprised of two sets of users.

  • Users who receive escalation workflows regarding late tasks (e.g., managers), added on the User List – Receive Workflow Escalations page
  • Users whose work is monitored for late tasks (e.g., business users), added on the User List – Work List Items Escalated page

Multiple escalation processes can be added. A user can be added to multiple processes as either a manager, a business user, or both.

For example, a process could be added called Project Management: Daily Reports. The business users assigned to this process are assigned to tasks that run and analyze daily reports. One of these users is RJones. The managers assigned of this process are responsible for ensuring that daily reports are run and analyzed. One of these users is BFranklin. The Project Management: Daily Reports escalation process can be used to inform managers (such as BFranklin) when any of the tasks assigned to any of the business users (such as RJones) are late.

Another process could be added called Project Management: Monthly Reports. The business users assigned to this process are assigned to tasks that generate weekly metrics. BFranklin, a manager in the Project Management: Daily Reports process, is assigned to the Project Management: Monthly Reports process as a business user*.* The Project Management: Monthly Reports escalation process can be used to inform managers when any of the tasks assigned to any of the business user (such as BFranklin) are late.

To create an escalation process:

  1. Select Configuration > Workflow >  Escalation Process in the Navigation pane.

    NOTE: If no records have been added, the page displays in add mode. Otherwise, click Add.

    View the field descriptions for the Escalation Process page

  2. Enter a descriptive name for the Escalation process in the PROCESSNAME field.

  3. Click Save.

To add a manager to the escalation process:

  1. Click Users - Escalations Received for a process.

    NOTE: If no records have been added, the page displays in add mode. Otherwise, click Add.

    View the field descriptions for the User List - Receive Work List Escalations page

  2. Enter a number in the PRIORITY field to determine the order the managers (i.e., the users who receive emails when tasks are late) display on the Late Task Escalation page.

    NOTE: While managers and email addresses for managers can be added on the User List – Receive Work List Escalations page, a previously added contact and email address can also be selected.

  3. Either:

    Enter the name of the manager and press the Enter key to add the manager to the NAME combo box.

    Enter the email address for the manager and press the Enter key to add the address to the EMAIL ADDRESS combo box.

    Or

    Enter the first few letters of a manager’s name in the NAME combo box and select the previously entered name.

    Select the previously entered email address for the selected manager from the EMAILADDRESS combo box.

    NOTE: dspTrack™ populates the EMAIL ADDRESS combo box with the previously added email address as an option for selection.

To add the business user to the escalation process:

  1. Select Configuration > Workflow >  Escalation Process in the Navigation pane.
  2. Click Users – Work Items Escalated on the Escalation Process page.
  3. Select a USER ID to select a business user whose work will be tracked. When a task is late, the manager will receive an escalation email.
  4. Click Add User; a confirmation message displays.
  5. Click Ok.