Strategy escalation not appearing in the escalation node of UWQ.

Hi,
Module: Advanced Collections
Customer has done the following test case:
There are three work items in the collection strategy. First two work items are automatic and completed successfully. Third work item is manual and need to be escalated to manager, if it is not closed within time limit.
Escalation for third Work Item has been setup. On the expiry of the time limit, system sends a email notification to the manager of the collector but this escalation is not appearing in the escalation node of the collectors work queue.
Checked the collections implementation guide and found the following:
"In the Escalation section, enter Yes and a closure time if you want an "automatic"
notification sent to the collector’s manager if the work item is not completed in the
specified time period"
It has not specified whether the escalation appears in the workqueue node of the manager.
I would like to know whether the escalations should appear in the escalation work queue node or is this an intended functionality.
Thanks and regards,
Hareesh

Hareesh,
As I see the work items a resource after esclation will only in the escalated node but not in the queue of the manager.
My requirement was to show the UQW items of the subordinates of a manager in the UWQ apart from his own. I am not sure the R11.10 and above with some patch levels has that functionality out of the box, but I had to change the metadata view defnition to show that info in the UWQ.
Going back to your question, escalations use task architecture. As the task owner is still the resource who holds the task of completing it, the task is not "assigned" to the manager but just a mail is sent keeping in the different bucket.
Hence that **May** not show in the manager queue. But if you change the metadata views, you can show all of my subordinates tasks to the manager as well which includes the escalations.
You can try using the task escalations screen to reassign the owner to be manager thus taking the task out my list and showing it up in my manager's list.
I have not tested this but you can try this option and use as a process step.
Thanks
Nagamohan

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