Knowledge Article: Approvals - Behavior of Task Aggregation for Escalation Tasks
SummaryWhy does Task Aggregation not seem to apply to escalations?
Support / Customers
I am sharing some information that we obtained in discussing an issue with BPM.
A few customers had raised a concern with us through SRs indicating the following scenario:
Business has a simple Requisition Approval with single approver routing, task aggregation set to Once per Task and also Task Expiration at Assignee Level set to N days with escalation to the Manager
In this customer's use case, there were a couple of stages of approval. The system rightly escalated the approval request to the approver's manager at the first stage. The manager approved The single approver comes up again in another stage and as that approver is not available, after the requisite wait time, the approval request gets escalated to the manager for a second time.