BPMN Escalation Events
In short: An escalation event is a circle with an arrowhead that points up. It says: this needs the attention of someone else, usually a higher level. Unlike an error, an escalation does not have to stop the work. The task can stay open while the escalation path runs next to it.
Guide: Escalate a Task with a Jira Status shows how to set up an escalation boundary event in Flower, step by step.
Symbols
| Symbol | Element | Meaning |
|---|---|---|
 | Escalation intermediate event (throw) | The process raises an escalation and goes on |
 | Escalation end event | A path ends and raises an escalation |
 | Escalation boundary event, interrupting | Catches the escalation, the activity ends |
 | Escalation boundary event, non-interrupting | Catches the escalation, the activity stays open. Dashed border |
How Escalation Events Work in BPMN
Like an error, an escalation travels from the inside to the outside: something inside a sub-process throws it, a boundary event on the sub-process catches it. The difference is what happens to the activity:
- Non-interrupting (the usual case): the activity goes on, and an additional path starts, for example Inform manager.
- Interrupting: the activity ends, and only the escalation path continues.
Typical situations: an order above the approval limit, a customer who has waited too long, a target that will be missed.
Escalation, Error, or Timer?
| Escalation | Error | Timer | |
|---|---|---|---|
| Triggered by | A person or a rule that asks for help | A failure | Time |
| The activity | Can go on | Always ends | Can go on |
| Says | Someone else has to look at this | This did not work | This took too long |
A deadline that escalates by itself is a timer boundary event. An escalation event is for the case that somebody decides to escalate.
In Flower and Jira
Escalation boundary events are executed from Flower 3.7.0, in Flower for Jira Cloud on Forge and in Flower for Data Center.
In Flower, a person or a Jira Automation rule escalates by moving the work item of a task into an escalation status.
| Element | Status in Flower |
|---|---|
| Escalation boundary event on a task, interrupting and non-interrupting | Executed |
| Escalation intermediate throw event | Executed: it triggers a Jira Automation rule or calls a webhook, like the other throw events |
| Escalation end event, escalation start event of an event sub-process | Can be modeled, ignored during execution |
How the boundary event works:
- You attach an escalation boundary event to a task and select a Jira status for it, for example Escalated. Usually this is an open status.
- Someone moves the work item into this status. A Jira Automation rule can do it as well, for example when an SLA is breached.
- Flower starts the escalation path at once, while the work item is still open.
Non-interrupting, the work item stays open and the process later continues on the normal flow too. Interrupting, the task ends: Flower moves the work item into a cancel status. Every move into the escalation status starts the path again.
The step-by-step guide is Escalate a Task with a Jira Status.
Common Mistakes
- An escalation for a failure. If the step cannot be finished, it is an error.
- An interrupting escalation when the work should go on. Use the non-interrupting event with the dashed border.
- An escalation event for a deadline. Time is a timer event.
- An escalation path that leads nowhere. Say who acts: a task for the manager, a notification, a decision.
Read More
- Escalate a Task with a Jira Status: the guide for Flower
- Set Due Dates with Timer Events: escalate after a time
- BPMN Error Events and BPMN Conditional Events
- BPMN Events: all event types and positions
Frequently Asked Questions
What is an escalation event in BPMN?
An event that asks a higher level for attention. It is drawn as a circle with an arrowhead pointing up.
What is the difference between an escalation and an error event?
An error ends the activity because it failed. An escalation can be non-interrupting: the activity goes on while the escalation is handled.
Can an escalation event be non-interrupting?
Yes. A non-interrupting escalation boundary event has a dashed border. The activity stays open and the escalation path runs in addition.
How do I escalate a Jira work item in a BPMN process?
With Flower, attach an escalation boundary event to the task and select a Jira status such as Escalated. Moving the work item into this status starts the escalation path.