Approval Escalation

Reduce approval delays by automatically escalating access requests to additional approvers

Access requests can be delayed when the assigned approver is unavailable. For example, a developer may request access to a routine resource but wait for approval because the approver is in meetings, away from his or her desk, or out of office.

Approval escalation reduces these delays by automatically sending the request to additional approvers after a defined period of time. If the assigned approver does not approve or reject the pending request within the configured interval, Apono sends a single escalation notification to the next approval tier. Up to five escalation tiers can be configured.

All approvers who have received the escalation notification, including the assigned approver, can approve or reject the request. This allows the request to be resolved as soon as any approver becomes available.

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Understand the user experience

Approval escalation affects how access requests are handled and communicated across Apono. The following sections describe what admins, requestors, and approvers see when a request is escalated.

Admin experience

Configure escalation

Admins configure approval escalation when creating a self serve access flow with custom approval. Up to five escalation tiers can be defined, each triggered after a set interval.

Monitor escalation activity

From the Activity page, admins can monitor escalation activity in the Timeline of a pending request.

Timeline for a pending request with multiple escalations

When Apono escalates a request, it logs a Pending escalated approval event. If additional escalations occur, each one appears as a separate event until the request is approved or rejected.

Learn more about how to View access request details from the Activity page.

Requestor experience

Requestors are notified when Apono escalates their requests.

Escalation notifications in the web portal, Teams, Backstage, and Slack

Depending on your organization’s integrations, escalation updates will appear in the locations listed below.

Client	Where notifications occur
Slack	Message indicating the request was escalated because the previous approvers did not respond within the configured timeframe
Email	Message indicating the request was escalated because the previous approvers did not respond within the configured timeframe
Teams	In-platform banner notification indicating that the request was escalated to another approver Access request panel showing the updated escalation path and previous approvers
Backstage	Access request panel showing the updated escalation path and previous approvers
Web Portal	Access request panel showing the updated escalation path and previous approvers

Approver experience

Approvers are notified when Apono escalates requests to their escalation tier.

Escalation notification in Slack and email

Depending on your organization’s integrations, escalation updates will appear in the locations listed below.

Client	Where notifications occur
Slack	Message indicating the request was escalated because the previous approvers did not respond within the configured timeframe and guidance to complete the request
Email	Inbox message indicating the request was escalated because the previous approvers did not respond within the configured timeframe and guidance to complete the request
Teams	Message indicating the request was escalated because the previous approvers did not respond within the configured timeframe and guidance to complete the request
Backstage	Pending approval task for the escalated request
Web Portal	Pending approval task for the escalated request