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 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
good afternoon ,
I wonder why you are using share point in your flow ?
@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
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@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
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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.
Hi @Anonymous ,
Could you please provide more details about case incident?
Best Regards,
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