Concept explainer
Overdue steps
Explains how Cadence flags a step that is running late, who sees it, and how the case is brought back on track.
Cadence flags a step that runs past its expected time as overdue. The step's owner sees it, a manager sees it on the board, and the case is brought back on track when the step completes.
When a step runs late
Each step in a process carries an expected time, set when the process is designed. A step that stays open past that time is marked overdue. The flag sits on the case and on the process board, so a late step is visible the moment it slips.
Who sees an overdue step
An overdue step reaches the people who can act on it.
| Who | How they see it |
|---|---|
| The step owner | A reminder card stays on their due list until the step is done. |
| The manager | The case shows as overdue on the process board. |
| The wider chain | An alert can escalate up a chain of people over time. |
The owner sees the step on their due list in Quest, so a late step stays in front of the person responsible.
Escalation reaches further
An overdue step can raise an alert in Sentinel. While the alert stays unacknowledged, it escalates up a chain over time, so a late step reaches a manager who can act. Read how escalation works.
Bringing the case back on track
An overdue step clears the moment the work is done. Complete the step, and the case advances and drops off the overdue view.
- 1
Complete the step
Do the outstanding work and mark the step complete. The overdue flag clears, and the case moves to the next step.
- 2
Or reassign it
Where the owner is off shift, reassign the step. It lands with whoever is on shift, drawn from the duty roster, so the work continues.
Common confusions
Who is told when a step is overdue?
The step's owner keeps a reminder on their due list, and a manager sees the case as overdue on the board. An alert can escalate the late step up a chain over time.
How does a step stop being overdue?
The flag clears when the owner completes the step. The case then advances to the next step and leaves the overdue view.
Can a step be moved to someone else?
Yes. Reassign the step, and it lands with whoever holds the role and is on shift, so the work carries on.
See how each process performs over time in process performance.