Financial Management › Events and Notifications › Escalation of Notifications

Escalation of Notifications

When an event occurs, the workflow provider sends an email notification to the recipients that you specified when you defined the event. CA APM lets you send email notifications to different levels of recipients.

• Initial recipients are the primary recipients of the notification. They are the first users to receive the notification and to respond and acknowledge the notification. The notification contains information about the event that you specified when you defined the event. The recipient receives a reminder email before the acknowledgment due date arrives. If the recipient still does not acknowledge the notification by the due date, the notification is escalated if you selected a workflow process with escalation.
• Escalation recipients are secondary recipients of the notification. If the initial recipients do not acknowledge the notification within a specified time frame, the product escalates the notification to the escalation recipients if you selected a workflow process with escalation. Escalations help ensure that someone is notified about an important date or event when the initial recipient is not available to acknowledge the notification. The product includes the following workflow processes and escalations:
  • Notification and One Escalation–Sends a notification to the initial recipient and sends a reminder email. If the recipient acknowledges the notification, the process marks the event as completed. If the recipient does not acknowledge in the specified time frame, the process escalates the notification to the escalation recipient. If the escalation recipient responds, the process marks the event as completed. If the escalation recipient does not respond, the process marks the event as failed.
  • Notification without ACK–Sends a notification to the initial recipient and marks the event as completed. The recipient does not need to respond and the process does not escalate the notification.
  • Notification without Escalation–Sends a notification to the initial recipient and sends a reminder email. If the recipient does not respond, the process marks the event as failed. If the recipient responds in the specified time frame, the process marks the event as completed.

The notification levels let you notify one or more users about an event and provide separate instructions to each user. You define the recipients and the notification escalation levels when you specify the workflow provider process parameters for an event.