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Session Id :
Power Automate - Building Flows
Unanswered

Case Escalation

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Posted on by

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!

  • RobElliott Profile Picture
    10,166 Super User 2025 Season 1 on at
    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

     

  • Community Power Platform Member Profile Picture
    on at
    Re: Case Escalation

    good afternoon ,

     

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

  • RobElliott Profile Picture
    10,166 Super User 2025 Season 1 on at
    Re: Case Escalation

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

    3-selectedItem.png

     In the Get items action delete the filter query.

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

    4-escalationButton.png

     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.

  • RobElliott Profile Picture
    10,166 Super User 2025 Season 1 on at
    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: 
    0-trigger-getItems-O365USers.png

     

    1-convert-update.png

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

     

    2-email.png

     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.

  • Community Power Platform Member Profile Picture
    on at
    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.

     

     

  • v-bacao-msft Profile Picture
    on at
    Re: Case Escalation

     

    Hi @Anonymous ,

     

    Could you please provide more details about case incident?

     

    Best Regards,

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