How to make work item active again if deadline is reached in Workflow ?

[Kashish_Rajpal]

Hello Experts,

I have multi-level approver workflow. If the first approver will not approve the task within 2 days then it will be moved to another approver once the deadline is reached. I have used the modelled outcome and used the header event as "Re-evaluate rules of active agent". The work item gets disappeared from first approver and is forwarded to another approver.
Issue over here is : once the deadline is reached , the first approver gets reminder that deadline is reached and please take the action but once the modelled node is active and the agent is re-evaluated then deadline monitoring for the same work item does not get triggered and I am not able to send reminders again to the next approver once the agent is changed.

Does anybody have solution for the same ?

Regards,

Kashish Rajpal

[Kashish_Rajpal]

Hi jocelyn.dart,

Could you please have a look and provide resolution to my problem ?

Thanks in Advance!

[Jocelyn_Dart]

Hi Kashish, Ok so the way we recommend using the 'reactive rules of active agent' is NOT to send it to another agent, but always assign a table of agents (TSWHACTOR). The first time around in your workflow you assign the original agent as the only person in the table. Then when the deadline is triggered you ADD the second agent to the table of recipients before triggering the Reactivate Rules of Active Agent. . This way both the original agent and the second agent are notified by the reminders.

I had one customer where we could end up with up to 7 people on the list for very high value items.

You are correct that you cannot resend the reminders for the work item... best option is to fix the design for next time.

[Kashish_Rajpal]

Thanks Jocelyn for the answer. I have changed the design by making the work item obsolete.