Access Request not Escalating

IdentityIQ (IIQ) IIQ Discussion and Questions
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1

Which IIQ version are you inquiring about?

Version 8.3

Share all details about your problem, including any error messages you may have received.

Hello,

I’m currently updating how work items are processed regarding their escalation and expiration periods. I also changed the escalation rule so that the escalation is sent to a Workgroup.

To test the behavior of this update, I defined the following configuration in the Custom-ApprovalFrameWorkMappings of the AcceleratorPack.

<!--  Default WorkItem Config - Define Default values for reminders and escalations -->
<entry key="Default WorkItem Config">
	<value>
		<Attributes>
			<Map>
				<entry key="disableApprovalNotifications" value="false" />
				<entry key="notifyEmailTemplate" value="EmailTemplate-LCM Identity Update Approval" />
				<entry key="reminderEmailTemplate" value="EmailTemplate-FrameworkReminder" />
				<entry key="escalationEmailTemplate" value="EmailTemplate-FrameworkEscalation" />
				<entry key="accountSelectionNotifyEmailTemplate" value="EmailTemplate-FrameworkAccountSelectionNotification"/>
				<entry key="escalationStyle" value="both" />
				<entry key="hoursBetweenReminders" value="1" />
				<entry key="hoursTillEscalation" value="1" />
				<entry key="hoursTillExpiration" value="3" />
				<entry key="maxReminders" value="1" />
				<entry key="escalationRule" value="Rule-FrameworkEscalationType" />
				<!-- Escalation Types - Dictates how escalations are handled
				Possible values:
				1) sameLevel: execute rule defined in escalationSameLevelRule entry
				2) directManager: escalate to work item owner's direct manager 
				3) emailToManager: does not escalate item, but sends an email to owner's manager and cc's the owner
				4) forwardToWorkgroup: escalate the work item to Workgroup
				-->
				<entry key="escalationType" value="forwardToWorkgroup" />
				<!--<entry key="electronicSignature" value="SmartServices Electronic Signature" /> -->
				<entry key="electronicSignature" value="No Electronic Signature Required" /> 
				<entry key="escalationSameLevelRule" value="" />
			</Map>
		</Attributes>
	</value>
</entry>

These are the results that I observed:

  • After one hour, I ran the task “Check Expired Work Items”, and the reminder was sent.
  • After two hours, I ran the task again, but nothing happened.
  • After three hours, I ran the task once again, and still nothing happened.

What I expected to see was, after one hour, the reminder being sent and the work item being escalated to the Workgroup defined.

At the end of the day we have a Task that runs daily, “Check expired work items daily”, and the results of this task show that the work item has finally expired, without going through the escalation.

Is there a reason for the escalation being skipped?

I also tested with a different configuration, so that the escalation and expiration was handled in a more realistic scenario:

<!--  Default WorkItem Config - Define Default values for reminders and escalations -->
<entry key="Default WorkItem Config">
	<value>
		<Attributes>
			<Map>
				<entry key="disableApprovalNotifications" value="false" />
				<entry key="notifyEmailTemplate" value="EmailTemplate-LCM Identity Update Approval" />
				<entry key="reminderEmailTemplate" value="EmailTemplate-FrameworkReminder" />
				<entry key="escalationEmailTemplate" value="EmailTemplate-FrameworkEscalation" />
				<entry key="accountSelectionNotifyEmailTemplate" value="EmailTemplate-FrameworkAccountSelectionNotification"/>
				<entry key="escalationStyle" value="both" />
				<entry key="hoursBetweenReminders" value="1" />
				<entry key="hoursTillEscalation" value="24" />
				<entry key="hoursTillExpiration" value="48" />
				<entry key="maxReminders" value="1" />
				<entry key="escalationRule" value="Rule-FrameworkEscalationType" />
				<!-- Escalation Types - Dictates how escalations are handled
				Possible values:
				1) sameLevel: execute rule defined in escalationSameLevelRule entry
				2) directManager: escalate to work item owner's direct manager 
				3) emailToManager: does not escalate item, but sends an email to owner's manager and cc's the owner
				4) forwardToWorkgroup: escalate the work item to Workgroup
				-->
				<entry key="escalationType" value="forwardToWorkgroup" />
				<!--<entry key="electronicSignature" value="SmartServices Electronic Signature" /> -->
				<entry key="electronicSignature" value="No Electronic Signature Required" /> 
				<entry key="escalationSameLevelRule" value="" />
			</Map>
		</Attributes>
	</value>
</entry>

The goal of this configuration was for the escalation/expiration to be triggered by the daily task, and this is what I observed:

  • After 36h of the creation of the work item, the daily task automatically executed, and the reminders were sent.
  • After 48h I ran the task “Check Expired Work Items”, the Item finally escalated to the desired group.

Is there an explanation on why it escalated the work item in this case vs the first scenario?

2

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