Hi Team,
We have below requirement on reminder and escalations. Wanted to check if it is possible? if so where & how to configure?
First Reminder 3rd Day
Second Reminder 7th Day
Escalation 9th Day
You can configure this in the Workflow by using the Compare Timestamp operator and the Send Email action.
Hi Arjit,
“reminderConfig”: {
“enabled”: true,
“daysUntilFirstReminder”: 3,
“maxReminders”: 2
},
“escalationConfig”: {
“enabled”: true,
“daysUntilEscalation”: 9
}
You can use this configuration, it will start reminders from day 3 and sends second reminder on day 7 and will escalate on 9th day.
Thanks,
Mahesh
Hi @NikitaDeshmukh0811 thanks for replying. Is it a custom workflow which we need to develop? do you have a sample to share? We are using the ootb approval config.
Hi @uppala thanks for replying.
What about the cron expression? can you please explain your suggestion, how this is going to send a reminder on 7th day ?
EscalationMail.json (5.0 KB)
Try this it will help for a good reference and you can customize with your needs.
Hi Arjit,
The cron expression does not determine which day the reminder is sent. It only determines when SailPoint evaluates pending approvals.
For example:
“reminderCronSchedule”: “0 1 * * *”
means the reminder job runs daily at 1:00 AM.
Based on my testing in a lower environment, the following configuration achieved the desired behavior:
{
“id”: “”,
“scope”: “TENANT”,
“reminderConfig”: {
"enabled": true,
"daysUntilFirstReminder": 3,
"maxReminders": 2,
"reminderCronSchedule": "0 1 \* \* \*"
},
“escalationConfig”: {
"enabled": true,
"daysUntilEscalation": 9
},
“timeoutConfig”: {
"enabled": true,
"daysUntilTimeout": 90,
"timeoutResult": "EXPIRED"
}
}
Observed behavior during testing:
- Day 3 – First Reminder
- Day 7 – Second Reminder
- Day 9 – Escalation
- Day 90 – Request Expires
To receive escalation emails, ensure the escalation email templates are configured appropriately (e.g., `approverEscalationTemplateKey` and `requesterEscalationTemplateKey`).
The cron expression (`0 1 * * *`) simply instructs SailPoint to evaluate reminders and escalations every day at 1:00 AM; the `daysUntilFirstReminder` and `daysUntilEscalation` settings determine when the notifications are actually sent.
Alternatively you can take Workflow approach too.
Thanks,
Mahesh
Hello Arjit. This is configured through the Approvals Configuration API, there is no UI for it.
PUT /generic-approvals/config/ACCESS_REQUEST_APPROVAL/APPROVAL_TYPE
You can set daysUntilFirstReminder: 3 for the first reminder on Day 3, and daysUntilFirstEscalation: 9 for escalation on Day 9. Both of those will work as expected with the OOTB config.
The part that won’t work OOTB is the second reminder on Day 7 specifically. maxReminders: 2 just caps the total number of reminders, it doesn’t let you define when the second one goes out. And reminderCronSchedule only controls how often ISC checks for pending approvals (like daily at 1 AM), not the actual reminder day. The current schema has no field to set a specific day for the second reminder.
So Day 3 reminder and Day 9 escalation, yes. Day 7 second reminder with exact control, you would need a scheduled workflow for that part.
I would suggest doing a GET on that same endpoint first to see your current config, and also make sure you have a valid fallbackApprover set. And one thing to keep in mind, config changes only apply to requests created after the update, pending ones will follow whatever config was active when they were submitted.
Thanks @HussainshaSyed001 I will try this. Thanks for sharing. Appreciate it.
Hi @punna0001 Thanks, appreciate your explanation. This was also my same thought, that out of the box won’t do the 7th Day reminder. As we cannot set the daysBetweenReminder which is deprecated. Not sure why SailPoint did that. But saying that i will work on the workflow and i think that should work.