Escalation

An escalation is a time-based event that triggers if a task or process node has not been completed by a specified time. The original task remains active, but actions are taken to encourage completion or notify relevant parties.

Common escalation actions include:

1. Increasing the task's priority.
2. Sending a notification or alert (e.g., an email or in-Appian alert) to the current assignee or their supervisor.
3. Reassigning the task to another user or group.

Example:

A user is assigned a task to approve a leave request.

1. Initial Assignment: The task is assigned to a manager with a due date of two days.
2. Escalation Trigger: If the manager has not approved or rejected the request after 1.5 days, an escalation triggers.
3. Escalation Action: The system automatically increases the task's priority to "High" and sends an email reminder to the manager's supervisor. The original task is still in the manager's inbox, but visibility has been raised to ensure timely action.

Exception

An exception defines an alternative workflow path that the process will take if a specific condition (often time-based, like a timeout) is met or if a system error occurs. When an exception is triggered, the original task is terminated, and the process immediately follows the exception flow.

Common exception use cases include:

1. Bypassing an activity if a user doesn't respond within a specific time frame.
2. Handling system errors in unattended nodes (e.g., a web service call fails).
3. Creating a separate path for management review when standard procedures time out.

Example:

A customer is sent a survey form to gather feedback.

1. Initial Task: A user input task is assigned to the customer, configured to wait for three days.
2. Exception Trigger: If the customer does not submit the form within three days (the condition is met), an exception is triggered.
3. Exception Action: The customer's task is immediately canceled. The process flow moves to a new activity, such as logging a default "No Response" value and proceeding with the rest of the application.

Summary