Configure reminders and trigger escalation workflows for Problem Solving

You can configure Problem Solving such that the responsible users get reminders prior to the due date. Additionally, you can also initiate escalation workflows for Problem Solving processes that are not in the required state by the due date.

Procedure

1. In Preferences, search for the AWC_Rem0ReadReminderProfilesFromPreference preference, select it from the search results, click Edit, and set the preference to True.

2. In Preferences, search for the Qam0ReminderAndEscalationProfiles preference, select it from the search results, and click Edit.

The format of the preference value is as follows: CopyBusinessObjectName:DateProperty:Property1=Value1|Property2=value1,value2|Property3=value1:NoOfDayPrior:Notifier1,Notifier2:workflow-workflowName:email-NotificationWorkflowName;

Parameter

Description

BusinessObjectName

Specify the value of the business object for which you are setting up the notification trigger.

DateProperty

Specify the date property of the business object for which you are setting up the notification trigger.

Property1=Value1, Property2=value1,value2 Property3=value1

Specify the properties and their values will be validated before triggering the notification.

NoOfDaysPrior

Specify the number of days before or after which you want to send the notification.

Specify a positive value to send a notification prior to the due date.

Specify a negative value to send a notification after the due date.

Specify 0 to send a notification on the due date.

Notifier1,Notifier2

Specify the users to whom you want to send the notification. Acceptable values are Owner, Responsible User, Last Modified User.

workflow-workflowName

Specify the name of the escalation workflow that you want to trigger to send reminders to the notifier.

email-NotificationWorkflowName

Specify the name of the email notification workflow that you want to trigger to send emails to the notifier.

3. In the Value box, specify a new preference value.You can copy the sample preference value and modify the parameters as required. The values for DateProperty, BusinessObjectName, and NoOfDaysPrior are mandatory. The default OOTB system interval is 24 hours. However, you can set the frequency of the reminders or their interval depending on the business requirement.For the NoOfDaysPrior parameter, use the following to define when the reminder and escalation occurs:

Value of the NoOfDaysPrior parameter

Results in

0

Sends the reminder on the same day.

5

Sends the reminder five days prior to the due date.

-5

Triggers an escalation workflow for objects that are not completed five days past the due date.

Example

To configure the system such that the owner, all team members, and Problem Solving process owner get a reminder five days prior to the due date for an open Problem Solving process, for which a workflow should also be triggered, you can set the preference as follows: CopyC2CapaRevision:c2_Due_date:CMClosure=Open:5:Owner:workflow-PSP Reminder Workflow;

To configure the system such that the owner, all team members, Problem Solving process owner, and Champions get a reminder five days prior to the due date for an open Problem Solving process, for which a workflow should also be triggered, you can set the preference as follows: CopyC2CapaRevision:c2_Due_date:CMClosure=Open:5:Owner:workflow-PSP Reminder Notify Champion Workflow;

To configure the system such that it triggers an escalation workflow and an email notification for open Problem Solving processes that are not completed five days past the due date, you can set the preference as follows: CopyC2CapaRevision:c2_Due_date:CMClosure=Open:-5:Owner:workflow-PSP Escalation Mgmt Email Notification;

To configure the system such that the owner, issue owner, and issue approver get a reminder five days prior to the due date for an open issue, for which a workflow should also be triggered, you can set the preference as follows: CopyC2IssueRevision:c2_ProposedDueDate:CMClosure=Open:5:Owner:workflow-Quality Issue Reminder Workflow;

To configure the system such that it triggers an escalation workflow and an email notification for open issues that are not completed five days past the due date, you can set the preference as follows: CopyC2IssueRevision:c2_ProposedDueDate:CMClosure=Open:-1:Owner:workflow-Quality Issue Escalation Mgmt Email Notification;

4. Click Save to save your changes.