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Case Escalation

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Posted on by Community Power Pla... Microsoft Employee

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!

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v-bacao-msft Microsoft Employee on at

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Hi @Anonymous ,

Could you please provide more details about case incident?

Best Regards,

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Community Power Pla... Microsoft Employee on at

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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.

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RobElliott 10,514 Super User 2026 Season 1 on at

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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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RobElliott 10,514 Super User 2026 Season 1 on at

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@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.

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Community Power Pla... Microsoft Employee on at

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good afternoon ,

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

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RobElliott 10,514 Super User 2026 Season 1 on at

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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

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