escalation in error when it should just send a reminder notification
IDM 4.6.2 UA 4.6.4 enginne
We have just stood up a solution in production which has what I would describe as a create rule on steroids. It checks the user being created, if they do not have the required credentials for their particular job role (we have a mapping table of these) it launches a PRD which has an approval task asking the requestor for the missing mandatory attributes. Live since Sunday, all good so far.
My intent with the above configuration was that the user would receive a reminder message after 1 day, and then for 4 more days, and then on day 5 the approval was escalated to the requestors mananger, who got the reminder on a similar schedule, then after 10 days we time-out the PRD (the workflow opens a ServiceNow ticket for the requestor then and sends them an eMail with the ticket number and forwards the PRD to the security team to resolve).
My problem is that the PRD is going to the user and then being escalated to the manager after just 1 day. Anyone else experience this?
It seems like parameters specified in the picture aren't really for what you described as goal. I believe you will get that when:
Escalation Count = 1
Escalation Interval = 5 * 24 * 60 * 60 * 1000
Timeout = 10