Symptoms

K2 will still sent out the escalation email although the date has already passed
 

Diagnoses

We are using the event escalation process to send out the escalation email to the user on a dynamic date. There are total three stages for the workflow. Each stage will send out the escalation email which the date is configured by the users. For example, in Stage 1, the date set to two days from today and stage 2 set to four days from today when the user submits a new request. But, it takes more than 1 week to complete the workflow in stage 1, therefore when the workflow goes to the second stage, the escalation email will send out immediately to the user when it reaches stage 2. But the date in stage 2 is already passed, so the K2 should not be sending out the escalation email to the user at this point of time.

Can you please help to assist on this issue? Is there any ways to stop the K2 to send out the escalation email when it is a past date? Thanks.

 

Resolution

The behavior which you are currently see-ing is by design. K2 will execute the escalation action on the specified date and time even though it has passed as it sees that there is no time to wait. If you do not want the escalation email to be sent out immediately when the workflow reaches the second stage, then perhaps you can make use of the “Escalate After” option – this will add the amount the amount of days/hours/minutes to the start date of the activity.