Solutions Requests
SLA escalation
A clock on every ticket, set by how bad it is, that escalates itself rather than waiting to be noticed.
01 / What it looks like running
Start to finish, and where a person still comes in.
01 / Trigger Ticket raised
02 / Automated Severity read, and the clock set to match
03 / Decision Answered before the clock runs out?
In time
04 / Automated Closed, with the time taken recorded
Breached
05 / Automated Escalated a level, with the history attached
06 / Automated Both sides told, before they ask
07 / Needs a person Solving the ticket
Automated Needs a person 5 of 7 run without anyone
02 / What stops happening
7 steps become 1.
The struck lines are the ones nobody performs after this is live.
- A ticket comes in and joins a queue
- Someone decides how urgent it is, differently each time
- The clock is in somebody’s head, if anywhere
- A breach is noticed when the customer chases
- Escalation is an email to whoever seems senior
- The next person asks what has already been tried
- Solving the ticket, which was always the job
03 / Built on
In your tenant, under your licences.
- Power Automate
- Dataverse
- Microsoft 365
Yours may differ. What a process runs on is decided by what it touches, not by what we prefer building with.
Does yours run like this?
It probably runs nearly like this, with two steps that are entirely your own. Those two are the interesting part.