Escalations in workflow management systems

Abstract

Work:flow m.negement systems (WFMSs) have been used to support the modeling, execution, and monitoring of business processes.Business processes consist of multiple activities, and their enactment is carried out by human agents and software systems."Dypically, business processes and the activities constituting them have deadlines.When an activity misses its deadline, special actions may be triggered, ~efermd to as escalation.E~c.I.Hnns ~d~ect business processes, and they may even lead to the abortion of some of them.Consequently, escalafion~ may entail a high cost to an or-gAnlg~tlnU.II1 th~ paper, we present on-going research addressing wod~ow escalations.Our goal is twofold: (a) minimize the rtumbet of escalations during process execution and (b) reduce the cost associated with escalations when they cannot be avoided.

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