This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.
BMC Service Request Management
BMC Service Request Management
How can I set up the approval signature escalations to set up an automatic action when the signature lines have been open too long? approval server
How can I set up the approval signature escalations to set up an automatic action when the signature lines have been open too long?
An approval signature escalation is used when you want to initiate an action against a signature line that has been in a particular status for too long. These are setup in the AP:Administration form, under the Process Definition tab. This will open the AP:ProcessDefinition form.
There are 3 tabs on the form that pertain to the signature escalations. The tabs control separate parameters for "Normal, "Low" and "Urgent." These values are arbitrary and do not look at say the Priority field. They exist only to specify different interval values if you wish for checking the signature lines.
The first step then is to fill out this tab(s). Here you would specify the schedules that the approval server will use, i.e. the Business Hours tag and Holidays tag.
The "Notification: Still Outstanding" section is the portion that has to do with sending notifications. However, in order for this to work correctly, you need to fill out the "Automatic Action" and "Interval" tab. (You do not need to declare a Change State value). This will lay down the groundwork for how often the escalation AP:Sig-AutoAction can "check" the signature data. The escalation needs the 'Next Action Escalation Time' field on the AP:Signature form to populate in order to have a value. This field is set by the filter,
AP:Sig-GetNxtActionEscTime2, and sets this field via the following calculation:
$PROCESS $ Application-Bus-Time-Add "$TIMESTAMP $" "$zTmpInterval $" "$zTmpUnit $" "$zTmpHoliday Schedule $"
"$zTmpWorkday Schedule $"
The escalation AP:Sig-AutoAction then compares the TIMESTAMP to the calculated value in Next Action Escalation Time to check to see if the signature escalation time to occur is past, and if so, carry out the notification. The field Next Action Escalation Time is not in the view on AP:Signature, and will need to be added if you wish to see it. It is also hidden, so you would need to change the display.
Secondly, you will need to create a notification filter for the approval server to use. You do this in the AP:Notification tab. For the "Notify On*" condition, specify "Still Active" and perhaps "Still Active (Repeat)" for this to occur. "Still Active" is the notification that will occur when the condition is first met. "Still Active (Repeat) is the 2nd notification that will be sent, and every other notification after that.
Finally, you will need to "enable the escalation" for the approval server to make use of it. This is not the AR Escalation, but rather in the AP:Administration form, click on the Server Settings tab, and then in the AP:Admin-ServerSettings, under Escalations, specify whether these notifications are Disabled, Enabled, or Enabled including Alternates. Save your change. You do not need to restart the approval server for this to take effect.