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Version: Current

Troubleshooting: Escalation Not Working Correctly

Problem​

An approval step is configured to escalate after a certain time, but it remains assigned to the original approver and does not escalate to the designated user, group, or manager.

Common Causes​

  1. Incorrect Sentence Configuration:
    • Escalation timing (Escalate After Quantity/Unit) is set incorrectly (e.g., too long, wrong unit).
    • Incorrect Escalate To User/User Group selected.
    • Escalate To Manager selected, but the original approver(s) do not have a valid, active manager configured in their user profile.
    • The "Get Approval" action configuration was not saved correctly.
  2. Approval Step Already Actioned: The original approver approved or rejected the step before the escalation time was reached.
  3. Milestone Not Active: Escalations only trigger for steps within the currently ACTIVE approval milestone. If the milestone was already completed or cancelled, escalation won't occur.
  4. Escalation Recipient Invalid/Inactive:
    • The designated Escalate To User is inactive.
    • The designated Escalate To User Group has no active members.
    • The designated Manager (for "Escalate To Manager") is inactive.
  5. Escalation Recipient Permissions: While escalation assigns the step, the recipient still needs appropriate permissions (#VIEW) and Data Permissions to see and action the document. If they lack access, they might receive a notification but be unable to act.
  6. System Scheduler/Processing Delay (Rare): A significant delay or temporary issue with Zudello's background task scheduler responsible for processing escalations.

Troubleshooting Steps​

  1. Verify Sentence Configuration:
    • Identify the Sentence responsible for the approval step.
    • Go to Settings > Automations and edit the Sentence.
    • Find the relevant "Get Approval" action.
    • Check the Escalate After quantity and unit. Is it set correctly?
    • Check the Escalate To setting. Is the correct User, User Group, or "Manager" option selected?
    • Save if any changes are made. (Note: Changes only affect future approvals triggered by this Sentence).
  2. Check Approval Step Status:
    • Open the document. Review the approval flow display.
    • What is the current status of the step that should have escalated? Is it still PENDING?
    • What is the status of the milestone containing this step? Is it still ACTIVE?
  3. Check Escalation Time vs. Current Time: Compare the time the step became active (check Audit History or milestone active_at if possible) plus the configured escalation duration against the current time. Has enough time actually passed for the escalation to trigger?
  4. Verify Escalation Recipient:
    • User/Manager: Go to Organisation Settings > Users. Is the designated escalation user or manager Active?
    • User Group: Go to Organisation Settings > Group Membership. Does the designated escalation group have Active members?
  5. Check Recipient Permissions: Ensure the intended escalation recipient has the necessary #VIEW permissions and Data Permissions to access the document type and specific document.
  6. Check Manager Configuration (If Applicable): If using "Escalate To Manager", go to the original approver's user profile (Organisation Settings > Users > Edit User). Is the Direct manager field correctly set to an active user?
  7. Check Zudello Status Page: Visit status.zudello.com to check for any ongoing platform incidents affecting background tasks or approvals.

Need Help?​

If escalations are consistently failing after checking these steps, contact Zudello support. Provide:

  • The Document UUID.
  • Screenshots of the relevant Sentence configuration (escalation settings).
  • Details of the original approver and the expected escalation recipient.
  • The approximate time the escalation should have occurred.