14. Handling SLAs: Escalations vs. Nudges

When combining Timers with automated Delegates, you can orchestrate powerful SLA (Service Level Agreement) behaviors natively.

1. The Polite Nudge (Non-Interrupting)

To gently remind a user without completely removing the task from their queue:

• Attach a Boundary Timer Event to the User Task and ensure Cancel Activity is FALSE.
• Route the timer flow to a Service Task using ${sendReminder}.
• The User Task remains open, and an email is fired transparently in the background.

2. The Aggressive Escalation (Interrupting)

To logically yank an ignored task completely out of a user's hands and assign it automatically to management:

• Attach a Boundary Timer Event and ensure Cancel Activity is TRUE.
• Route the timer flow to a Service Task using ${reassignTask} and point it to the target manager group.
• The original User Task drops out of the employee's queue entirely and is freshly allocated.