Question on Reminder initialReminderMillisAfterStart variable

[harishabn (Harish G)]

Which IIQ version are you inquiring about?

8.4P2

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Team,

We have a below requirement to send a reminder notifications to the end-users on pending workitems.

First Reminder after 72hrs (After 3 days)
Second Reminder after 144hrs (After 6 days)

Workitem should get expire on - 10th day (216 hours).

I’ve configured below things to achieve the use-case but initialReminderMillisAfterStart showing as 216 which is incorrevt it suppose to be 72hrs.

Do I need to make any changes?

  <Variable initializer="72" input="true" name="workItemHoursBetweenReminders">
    <Description>The number of hours to wait between sending reminders to approvers.</Description>
  </Variable>
  <Variable initializer="216" input="true" name="workItemHoursTillEscalation">
    <Description>The number of hourse to wait until an approval should be escalated.</Description>
  </Variable>

  <Variable initializer="216" input="true" name="workItemHoursTillExpiration"/>
  <Variable initializer="Work Item Reminder" input="true" name="workItemReminderTemplate">
    <Description>The email template that should be used when sending out reminders.</Description>
  </Variable>
  <Variable initializer="WorkItem Escalation Rule" input="true" name="workItemEscalationRule">
    <Description>The rule used to assign a new owner during escalation.</Description>
  </Variable>
  <Variable initializer="2" input="true" name="workItemMaxReminders">
    <Description>The maximum number of reminder emails that will be sent before we begin the escalation process.</Description>
  </Variable>

Workitem:
=======

<?xml version='1.0' encoding='UTF-8'?>
<!DOCTYPE WorkItem PUBLIC "sailpoint.dtd" "sailpoint.dtd">
<WorkItem handler="sailpoint.api.Workflower" id="0af8a8a6972f1ba881972fe2f2e10263" identityRequestId="0000045678" level="Normal" name="0000099999" renderer="lcmWorkItemRenderer.xhtml" significantModified="1748855091984" targetClass="sailpoint.object.Identity" targetId="8a78ac5e5ba44a94015ba4f08da504738" targetName="123456" type="Approval" wakeUpDate="1749632691974">
  <Attributes>
    <Map>
      <entry key="approvalMode" value="serial"/>
      <entry key="approvalScheme" value="manager, owner"/>
      <entry key="approvalSet">
        <value>
          <ApprovalSet>
            <ApprovalItem application="IIQ" assignmentId="6de10e164d6f4388a5579dd9f83c08f9" displayName="Role" displayValue="MBA Compliance WM&amp;CB - Compliance Officer" id="100d483fca0b4006be4da5u48953487" name="assignedRoles" operation="Add" value="BRF|RM&amp;S-CC-5046|Compliance_Officer">
              <Attributes>
                <Map>
                  <entry key="attachmentConfigList"/>
                  <entry key="attachments"/>
                  <entry key="flow" value="AccessRequest"/>
                  <entry key="id" value="0af8a8a7893f1c0181896435098765"/>
                  <entry key="interface" value="LCM"/>
                  <entry key="operation" value="RoleAdd"/>
                </Map>
              </Attributes>
            </ApprovalItem>
          </ApprovalSet>
        </value>
      </entry>
      <entry key="approvalSplitPoint"/>
      <entry key="clearApprovalDecisions">
        <value>
          <Boolean></Boolean>
        </value>
      </entry>
      <entry key="flow" value="AccessRequest"/>
      <entry key="identityDisplayName" value="Test,User"/>
      <entry key="identityName" value="123456"/>
      <entry key="identityRequestId" value="0000045678"/>
      <entry key="launcher" value="spadmin"/>
      <entry key="policyViolations"/>
      <entry key="workItemDescription"/>
      <entry key="workItemEscalationFrequency"/>
      <entry key="workItemEscalationRule" value="WorkItem Escalation Rule"/>
      <entry key="workItemEscalationTemplate"/>
      <entry key="workItemHoursTillExpiration" value="216"/>
      <entry key="workItemPriority">
        <value>
          <WorkItemLevel>Normal</WorkItemLevel>
        </value>
      </entry>
    </Map>
  </Attributes>
  <Description>Manager Approval - Account Changes for User: Test,User</Description>
  <NotifConfig>
    <NotificationConfig escalationEnabled="true" escalationMaxReminders="2" initialReminderMillisAfterStart="777600000" reminderFrequency="259200000" remindersEnabled="true" startDate="1748855091974">
      <EscalationRule>
        <Reference class="sailpoint.object.Rule" name="WorkItem Escalation Rule"/>
      </EscalationRule>
      <ReminderEmailTemplate>
        <Reference class="sailpoint.object.EmailTemplate" name="Work Item Reminder"/>
      </ReminderEmailTemplate>
    </NotificationConfig>
  </NotifConfig>
  <Owner>
    <Reference class="sailpoint.object.Identity" name="386349"/>
  </Owner>
  <Requester>
    <Reference class="sailpoint.object.Identity" name="spadmin"/>
  </Requester>
  <WorkflowCaseRef>
    <Reference class="sailpoint.object.WorkflowCase" name="Update Identity 123456 AccessRequest"/>
  </WorkflowCaseRef>
</WorkItem>

[SanjeevIAM (Sanjeev Kumar)]

You will need to change your workItemHoursTillEscalation variable to 72. Even though the variable name refers to escalation it actually is Length of time (in hours) to allow the work item to exist before beginning the reminder and escalation process which would be the time to start sending reminders. Please refer to the following doc for details for these variables.

https://community.sailpoint.com/t5/Technical-White-Papers/LCM-Subprocess-Workflows/ta-p/75856#toc-hId-1564448532

[harishabn (Harish G)]

Thanks for the solution @SanjeevIAM

Also I’ve one more question, we are using escalation rule for below 2 purposes however, the case 1 is not working any idea?

1. If the requester and reqestee is different for operation “Remove”, we are trying to auto appprove the request after 216 hours (Mentioned in the “workItemHoursTillExpiration”).
2. For expired ones, we are trying to print the message as a WorkItem comment. (It’s working for now)

		// Actual Start Here for WorkItem Escalation Rule.
		if (item != null) {
			// Retrieve the expiration hours from WorkItem attributes
			int expirationHours = 0;
			Object expirationValue = item.getAttribute("workItemHoursTillExpiration");

			if (expirationValue != null) {
				try {
					expirationHours = Integer.parseInt(expirationValue.toString());
				} catch (NumberFormatException e) {
					log.error("Invalid format for workItemHoursTillExpiration: " + expirationValue);
				}
			} else {
				log.warn("workItemHoursTillExpiration attribute is missing; using default of 0");
				log.error("workItemHoursTillExpiration attribute is missing; using default of 0");
			}

			Date createdDate = item.getCreated();
			Date now = new Date();

			long diffMillis = now.getTime() - createdDate.getTime();
			long diffInHours = TimeUnit.MILLISECONDS.toHours(diffMillis);

			try {
				if (diffInHours > expirationHours) {
					String requester = item.getRequester() != null ? item.getRequester().getName() : "unknown";
					String user = item.getTargetName();

					ApprovalSet approvalSet = item.getApprovalSet();
					boolean isAutoApproved = false;

					if (approvalSet != null && approvalSet.getItems() != null) {
						List<ApprovalItem> approvalItems = approvalSet.getItems();

						for (ApprovalItem approvalItem : approvalItems) {
							if ("Remove".equalsIgnoreCase(approvalItem.getOperation()) && !requester.equals(user)) {
								isAutoApproved = true;
								break;
							}
						}

						if (isAutoApproved) {
							item.setState(WorkItem.State.Finished);
							item.setCompleter("spadmin");
							item.setCompletionComments("Auto-approved: no action taken on 'Remove' operation.");
						} else {
							item.setState(WorkItem.State.Expired);
							item.setCompleter("spadmin");
							item.setCompletionComments("Expired: no approval action within defined expiration window.");
						}

						context.saveObject(item);
					}
				} else {
					log.info("WorkItem is not expired yet: only " + diffInHours + " hours old (limit is "
							+ expirationHours + ").");
				}
			} catch (GeneralException e) {
				log.error("Error during auto-processing WorkItem: " + e.getMessage(), e);
			}
		}