Automatic Escalation feature in Workflow Framework in MSD365 Finance and Operations

Dear Microsoft BizApps Community,

Welcome to my next blog on Automatic escalation process in Workflow framework in Microsoft Dynamics 365 Finance and Operations.

Business scenario

There are multiple scenarios, however most common scenarios are as follows~

• In a Workflow, to review and get it approved, there is a service level agreement (SLA), if not taken action by the specified time/days, the same workflow document has to be escalated to the escalation level to review and take action
• In a workflow, to review and get it approved, there is a service level agreement (SLA), if not taken action by the specified time/days, the same workflow will be auto rejected and sent back to originator to re-submit the same

Lets explore how we can achieve this.

Configuration

This configuration can be done in any of the workflow in Dynamics 365 FO, for our case we shall configure into the Invoice Journal Workflow.

Navigate to Accounts Payable Module->> Accounts Payable Workflow->> Select the workflow (vendor invoice journal workflow in our case).

Open the workflow in workflow framework ->> Go to Assignment ->> Go to Time limit Tab->> add the required time limit.

Duration – Hours, Days, Weeks, Months, Years, these are possible options.

Then add the number, example- if selected as ‘Hour’ then we need to add the number of hours as time limit.

Calendar- it is optional, however if you want to add a calendar you can always it, else it will take the D365 calendar setup.

Days available per week- It will consider the days available for business.

Available hours per day- It will consider the hours available for business per day.

Daily start time- it considers the daily business hour start time.

Now the next step is to setup the escalation.

Go to Escalation tab->> Add escalation->> add the users/ user to whom the workflow will be escalated if the time limit is crossed as configured above.

After that, select the “Action”- from here we can give either “Approve” or “Reject” from the drop down.

Approve= If time limit is crossed, workflow will be auto approved.

Reject= If time limit is crossed, workflow will be auto rejected and sent to the next user/users selected in the “Add Selection” tab.

For our case, we have configured as “Reject”, it will escalate after the time limit and will reject->> send to the next level mentioned in the escalation selection above.

Once done, here also we need to add the same limit what we have configured before in the assignment.

Configurations are done now, save and close the WF and activate the version.

Actual Result

Let see the result now`

Created an invoice journal, submitted to the workflow, here expectation is as follows.

Firstly the workflow will be under approval for 1 hour as per time limit, and then it will auto escalate and reject, then it will re-assigned to the configured user ID for next level escalation process.

See below result, the workflow was submitted at 8.50 and after one hour it was escalated automatically and re-assigned to the next escalation level.

That’s it for this article, stay tuned for my next article.

Happy days