web

You’re offline. This is a read only version of the page.

Power Platform CommunityForums Power Automate - Building Flows Case Escalation

Power Automate - Building Flows

Unanswered

Case Escalation

Like (0) Share

Report

Report

Posted on 20 Jan 2020 01:17:02 by Community Power Pla...

Hello Expert,

I wonder how to retrieve an escalated case incident then search for look an web role and finally send an email to that web role.

What is the procedure to escalate a case incident and send email to supervisor .

Thank you!

I have the same question (0)

All responses Img

All responses (6)

Answers Img

Answers (0)

RobElliott 10,234 Super User 2025 Season 2 on 21 Jan 2020 at 18:45:22

Like (0)

Report

Re: Case Escalation

I use SharePoint for everything! And also because it does what you want your flow to do. You've got to store the case information, escalation status etc somewhere so SharePoint is a great option for this. You've not said what you've tried so far, if anything, so in the absence of this I gave you a solution that works using SharePoint.

Rob
Los Gallardos

Was this reply helpful? Yes No
Community Power Pla... on 21 Jan 2020 at 18:33:28

Like (0)

Report

Re: Case Escalation

good afternoon ,

I wonder why you are using share point in your flow ?

Was this reply helpful? Yes No
RobElliott 10,234 Super User 2025 Season 2 on 21 Jan 2020 at 15:47:42

Like (0)

Report

Re: Case Escalation

@Anonymous for the second scenario, copy the flow and change the trigger to a SharePoint "For a selected item".

In the Get items action delete the filter query.

In your SharePoint list you can then have a button to manually trigger this flow:

Everything else in the flow is that same as the first scenario.

Rob
Los Gallardos
If I've answered your question or solved your problem, please mark this question as answered. This helps others who have the same question find a solution quickly via the forum search. If you liked my response, please consider giving it a thumbs up. Thanks.

Was this reply helpful? Yes No
RobElliott 10,234 Super User 2025 Season 2 on 21 Jan 2020 at 15:28:11

Like (1)

Report

Re: Case Escalation

@Anonymous you haven't said what you've tried so far, but the steps for the first scenario could be as follows. The recurrence trigger would run once a day. In the Get items action you only want the items where the DueDate is less than or equal to today, so add a filter query to do this:

Tthe email then goes to both the assigned to person and their manager:

Rob
Los Gallardos
If I've answered your question or solved your problem, please mark this question as answered. This helps others who have the same question find a solution quickly via the forum search. If you liked my response, please consider giving it a thumbs up. Thanks.

Was this reply helpful? Yes No
Community Power Pla... on 21 Jan 2020 at 14:29:00

Like (0)

Report

Re: Case Escalation

Is there 2 scenarios.

1-I case incident exceed is SLA time

2-is manually escalated by a client .

In both case , case incident status is modified to escalated status .

Then the ticket to which the agent is assigned is notified by email.

In addition the email is send to supervisor of the agent.

Was this reply helpful? Yes No
v-bacao-msft on 21 Jan 2020 at 00:58:58

Like (0)

Report

Re: Case Escalation

Hi @Anonymous ,

Could you please provide more details about case incident?

Best Regards,

Was this reply helpful? Yes No

Helpful resources

News and Announcements

Welcome to the Power Platform Communities

Join experts in person to explore low code and AI agents at the Power Platform Community Conference sponsored by Microsoft

Quick Links

Leaderboard > Power Automate

#1

Michael E. Gernaey 664 Super User 2025 Season 2

#2

Tomac 400 Moderator

#3

chiaraalina 290

Last 30 days Overall leaderboard

Featured topics

Share your ideas and struggles with building Power Automate flows!

Start and wait for an approval action

Product updates

Microsoft Power Platform Community release plans