Orchestrate the escalation process

What you’ll build

The flow from part 3 hands a new case to the triage team, but nothing yet makes sure the team acts in time. In this part you build Case handling, a business process that runs on every new case. A Triage stage gives the Service Triage team a task that is due on the case’s response due date. An exclusive gateway then routes the case by priority: high-priority cases get a technical review and a customer impact review at the same time, all other cases go to standard resolution. If triage is not completed by its due date, the case escalates to the support supervisors. You publish the process, start it from the recipe and follow an instance in the process viewer.

flowchart TD
  T[Triage] --> X{X}
  T -. Overdue .-> S[Supervisor triage]
  S --> X
  X -->|High| P1{+}
  X -->|Default| R[Resolve case]
  P1 --> TR[Technical review]
  P1 --> CR[Customer impact review]
  TR --> P2{+}
  CR --> P2
  P2 --> E1((Reviewed))
  R --> E2((Resolved))

Before you begin

Complete Part 4: Wire it with a recipe. You need the Case response due date formula, the Case rules recipe, the Process Designer role, and the teams Service Triage, Tier 2 Support, Service Managers and Support Supervisors.

Create the process

1. Go to Logic FabricProcessesBusiness ProcessesNew.

2. Enter the Name Case handling and the Title Case handling, choose Case as the Process Entity and Case Management as the project. Save. The name, the table and the project cannot be changed later.

3. Select Process Designer on the command bar. The designer opens on the draft version.

4. On the Properties tab, select the columns the process can read: Case Title, Case Number, Priority and Created On. Then set:

   Setting	Value
   Title	Concatenate("Case handling: ", Case Number). This becomes the instance Subject.
   Process Instance Owner	The Team Service Triage
   Due Date	AddBusinessDays(Created On, 10)

Add the stages

1. On the Process tab, select Add > Stage. Check that the Start pill points at the new stage.

2. Click the stage card and fill in the stage panel as in the Triage row below. In Assignment, choose Task as the Task Entity and select its Status column, so the completion criteria can read it.

3. Add the other stages with Add > Stage and configure them the same way. You connect them in the next section.

Give each stage the same expression in General > Due Date and in Assignment > Due Date. The one in Assignment is the stage’s deadline at run time: it is the date shown in the viewer and the date escalation checks.

Stage	Title	Stage Owner	Assign To	Due Date
Triage	Concatenate("Triage ", Case Number)	Team Service Triage	Team: Service Triage	Run Logic Block Case response due date with CreatedOn = Created On and Priority = Priority, output result
Technical review	Concatenate("Technical review ", Case Number)	Team Tier 2 Support	Team: Tier 2 Support	AddBusinessDays(Now, 2)
Customer impact review	Concatenate("Impact review ", Case Number)	Team Service Managers	Team: Service Managers	AddBusinessDays(Now, 1)
Resolve case	Concatenate("Resolve ", Case Number)	Team Service Triage	Team: Service Triage	AddBusinessDays(Now, 5)

For every stage, use the stage title as the task Title, and set Completion Criteria to “the task’s Status is Completed”. See Stages for other patterns.

The Triage due date calls the formula from part 2, so the triage deadline always follows the same SLA as the email in part 3.

Route by priority

1. Select the Triage card, then Add > Exclusive (XOR). In Docs, give the gateway the title Priority?.

2. Click the connector from Triage to the gateway and set its Guard to the Yes/No constant Yes. Every transition that leaves a stage needs a guard.

3. Select the exclusive gateway, then Add > Parallel (AND). Connect the exclusive gateway to it. On that connector, set the Guard to “Priority Is Equal To High”, and in Docs give it the title High priority.

4. Connect the exclusive gateway to Resolve case. On that connector, switch Default path to On. The connector shows Default.

5. Connect the parallel gateway to Technical review and to Customer impact review. These connectors show Always.

6. Add a second Parallel (AND) gateway and connect both review stages to it, each with the Guard Yes. This gateway merges the branches: it waits until both reviews are done.

7. Add an End with Add > End after the merging gateway and connect them. In Docs, give it the title High-priority case reviewed.

8. Add a second End after Resolve case, connect it with the Guard Yes, and give it the title Case resolved.

The default path means the gateway always has a way out, also for a case without a priority. Without it, an instance whose condition matches nothing would fault. See Gateways and ends.

Add the escalation

1. Select Add escalation stage on the Triage card. A new amber stage appears under it, joined by a dashed Overdue connector.

2. Configure it like the other stages: Title Concatenate("Supervisor triage ", Case Number), Stage Owner and Assign To Team Support Supervisors, Due Date AddBusinessDays(Now, 1), Task Entity Task with Status, and the same completion criteria.

3. Connect the escalation stage to the Priority? gateway with the Guard Yes, so an escalated case continues on the normal route once a supervisor has triaged it. The gateway’s priority condition still works, because both paths into it share the case’s columns.

4. Check the problems count on the toolbar. It must read No problems before you can publish. Save.

When Triage passes its due date and is still active, its open task is canceled, the stage is marked Escalated, the supervisors get a task, and the owners of both stages get an email. See Escalations.

Publish and start the process

1. Open the process’s draft Process Version record and select Flowon BPMPublish & Activate. The version gets the number 1 and becomes the active version.

2. Open the Case rules recipe. In stage 3 After Create of the Create card, select Add action, set Action Type to Business Process and choose Case handling.

3. Set Async to Yes, select Save and save the recipe.

Watch an instance

1. Create a case with Priority High, a Case Type and a description of at least 20 characters.

2. Open the Service Triage team’s queue, or your task list, and open the Triage task. Its Regarding is the process instance: open it.

3. The process viewer on the instance shows Triage as In Progress and the other stages as Not Visited.

4. Mark the Triage task as completed and refresh the instance. Triage is Completed, the connector to the parallel gateway is drawn darker, and both review stages are In Progress.

5. Complete the Technical review task only. The merging gateway shows “Waiting for other branches”.

6. Complete the Customer impact review task. The End High-priority case reviewed turns green and the instance is Completed.

Test the escalation

To see an escalation without waiting a working day, make the due date fall in the past. Add Business Days with 0 days returns the creation date unchanged.

1. Set the configuration value SlaResponseDaysHigh to 0.

2. Create another high-priority case and do not complete its Triage task.

3. Wait for the Escalation Monitor to run. A stage can escalate up to one Minimum Interval (minutes) after its due date; you can see Next Run On at ProcessesEscalation Monitors.

4. Open the instance. Triage is Escalated, the Overdue connector is solid, and Supervisor triage is In Progress.

5. Set SlaResponseDaysHigh back to 1.

Check your work

• A new case starts one Case handling instance, and its Triage task is due on the case’s response due date.
• High-priority cases run both reviews in parallel and complete only when both are done; other cases go to Resolve case.
• An overdue triage escalates to Support Supervisors, and the escalated case continues through the priority gateway.

To change the process later, edit the draft and publish again. Running instances stay on the version they started with. See Lifecycle and versions.

Next

Continue with Part 6: Expose it, where you give a customer portal and an AI assistant access to case information.