Did You Know: Task Escalation in Nintex Workflow Cloud

One of the core building blocks of workflow solutions is the task.

When we look to automate a process, some of the steps (or tasks) in that process can be completely automated, eliminating the need for a manual touch point. In some cases, however, the solution is simply orchestrating various tasks among the people that make up a process. This is why tasks play such a vital role within workflow solutions.

In Nintex Workflow Cloud we have a powerful mechanism for creating tasks called Express Approval.

Express Approval gives the workflow designer a way to assign a task to a user via email. The email can go to anyone inside or outside the organization, so people can participate in an automated solution using email. This is a simple yet powerful feature because it allows the participant to work inside email and eliminates the need for another system or interface to use.

It can also be configured to capture one or many outcomes as a result of the task. By default, we supply both “Approve” and “Reject” as outcomes, but a designer can supply other types as well, as many as are needed.  One example could be to solicit a review of a document or contract from a legal resource or team.

The Nintex Workflow Cloud platform is smart enough to capture the response to this email along with any associated files, and execute subsequent logic based on the reply. It’s incredibly powerful, especially when used within the context of other Nintex features like a state machine or parallel branching logic.

When configuring the task expiration section of the Express Approval, the designer can designate how long to wait until the task expires. Afterward, the designer can choose between two options for what to do at expiry.

One of the improvements we’ve made to the Express Approval is the ability to configure a task expiry timeframe. This allows the designer to do two things: escalate or auto-complete.

1. Escalate the Task

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2. Auto-Complete the Task with a Default Outcome

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Let’s look at these options a bit more closely. When escalating a task, the original assignee and the escalated assignee are copied on the task email. This is also indicated within the task dashboard status column as “Active-Escalated.”

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Here is an example of the email generated by Nintex Workflow Cloud when a task is escalated.

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When auto-completing a task, the workflow engine will automatically set the task to complete and assign the default outcome. The designer must assign at least one default outcome. An administrator can see all tasks in the tasks dashboard. When a task has been auto-completed, the task record status will be set to “Expired” pre the screenshot below. You will notice the reject outcome has been applied and we indicate that this is the default outcome.

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This all adds up to a powerful way to both assign tasks and escalate tasks across an organization. One of the greatest values of the Nintex Workflow Cloud platform is that it’s agnostic. This means you can incorporate participants within a workflow regardless of the platform or SaaS.

A key goal of the Express Approval is to ensure that tasks are automated, organized, and ultimately completed. Utilizing the recently released task expiry and escalation features are another step Nintex is taking to make sure those goals are met.

 

Visit the Nintex Community today to learn more and engage in conversations with fellow Nintex users! 

Dan Barker

Dan is a Senior Product Manager on the Nintex Workflow Cloud team and loves working on bleeding edge technologies like IoT and machine learning. He’s been with Nintex for 2 years and previously worked at Dell and Progressive. Dan moved to Washington from Ohio in 2012 with his wife, two girls and dog Roo. When he’s not working on Nintex Workflow Cloud he enjoys golf and following his favorite Cleveland sports teams.