Workflow Auto Escalation

The objective of this functionality is to provide a mechanism to trigger action on applications which satisfy certain predefined criteria. Looking at sample use cases provided by the product team, the majority of use cases can be summarised as performing action ‘X’ on applications in state ‘Y’ and have exceeded the state SLA by ‘Z’ days. We can write one query builder which takes this state ‘Y’ and SLA exceeded by ‘Z’ as search params and then we can perform action X on the search response.This has been achieved by defining a MDMS config like below:

{
  "tenantId": "pb",
  "moduleName": "Workflow",
  "AutoEscalation": [
    {
      "businessService": "PGR",
      "module": "pgr-services",
      "state": "RESOLVED",
      "action": "CLOSERESOLVEDCOMPLAIN",
      "active": "true",
      "stateSLA": 1.0,
      "businessSLA": null,
      "topic" : "pgr-auto-escalation"
    }
  ]
}

In the above configuration we define the condition for triggering escalation of applications. The above configuration triggers escalation for applications in RESOLVED state which have exceeded stateSLA by more than 1.0 day and it will trigger the escalation by performing CLOSERESOLVEDCOMPLAIN on the applications. Once the applications are escalated the processInstances are pushed on the pgr-auto-escalation topic. We have done a sample implementation for pgr-services, where we have updated persister configuration to listen on this topic and update the complaint status accordingly.

  - version: 1.0
    description: Updates pgr status for auto escalate
    fromTopic: pgr-auto-escalation
    isTransaction: true
    queryMaps:

    - query: UPDATE eg_pgr_service_v2 SET applicationstatus=?, lastmodifiedby=?, lastmodifiedtime=? WHERE serviceRequestId=? AND tenantId=?;
      basePath: ProcessInstances.*
      jsonMaps:
      - jsonPath: $.ProcessInstances.*.state.applicationStatus

      - jsonPath: $.ProcessInstances.*.auditDetails.lastModifiedBy

      - jsonPath: $.ProcessInstances.*.auditDetails.lastModifiedTime

      - jsonPath: $.ProcessInstances.*.businessId

      - jsonPath: $.ProcessInstances.*.tenantId

The auto escalation for businessService PGR will be triggered when the following API is called:

curl --location --request POST 'http://localhost:8081/egov-workflow-v2/egov-wf/auto/PGR/_escalate' \
--header 'Content-Type: application/json' \
--data-raw '{
    "RequestInfo": {
        "apiId": "Rainmaker",
        "action": "",
        "did": 1,
        "key": "",
        "msgId": "20170310130900|en_IN",
        "requesterId": "",
        "ts": 1513579888683,
        "ver": ".01",
        "authToken": "c66ee6b0-854c-4dde-b1a6-4b9f9b03a62f",
        "userInfo": {
            "id": 18397,
            "uuid": "cf209669-88e4-4da8-951b-a0173b3edcae",
            "userName": "TRUPTI",
            "name": "Trupti",
            "mobileNumber": "8970064765",
            "emailId": "",
            "locale": null,
            "type": "EMPLOYEE",
            "roles": [
                {
                    "name": "Auto Escalation Employee",
                    "code": "AUTO_ESCALATE",
                    "tenantId": "pb"
                }
            ],
            "active": true,
            "tenantId": "pb.amritsar",
            "permanentCity": null
        }
    }
}'

Note that the businessService is a path param. (For example if the escalation has to be done for tl-services NewTL workflow the url will be 'http://egov-workflow-v2.egov:8080/egov-workflow-v2/egov-wf/auto/NewTL/_escalate').

This API’s has to be configured in cron job config so that they can be triggered periodically according to the requirements. Only user with role AUTO_ESCALATE can trigger auto escalation so first create user with statelevel AUTO_ESCALATE role first and then add that user in the userInfo of the requestInfo. This step has to be done because cron job does internal API calls and zuul won’t enrich the userInfo.

For setting up autoescalation trigger the workflow also needs to be updated. For example to add auto escalate trigger on RESOLVED state with action CLOSERESOLVEDCOMPLAIN in PGR businessService, we will have to search the businessService add the following action in actions array of RESOLVED state and call update API

Suppose an application gets auto-escalated from state ‘X' to state 'Y’, employees can look at these escalated applications through the escalate search API. The following sample cURL can be used to search auto-escalated applications of PGR module belonging to Amritsar tenant -