We have a case management process, where the process may sit for a period of time in a "With Client" status, where we are awaiting for the client to provide further information. There is currently an escalation on this status, where we allow a client 3 weeks to respond.
Occasionally a client may ring back asking for more time. Is there a way we can be prompted to add more time to the escalation completion date via an action? For example, choose an action that prompts to enter the number of days you wish to extend the escalation by, and then the escalation dates adds that many days to its expiry date, while remaining at the same status.
I know I could stop the clock and add a reminder to restart it down the track, but I was just wondering if there was a way I could incorporate something within the process design. Restarting the clock becomes a manual action that needs to be remembered to be done.