looking for ideas.

[vffdd]

Hi

I'm building a dispute management tool with sharepoint as data source.    As part of this tool, there will be dates logged when items changed (status) or re-routed to different users etc..  and these will be clashed against SLA's with flows triggering notifications etc..

Anyway one thing that I've been asked about is the possiblity of "pausing" SLA's.  So in other words a dispute comes in, is assigned to a team which has a 5 day SLA to resolve.  But due to complexity of the issue the SLA will not be met and needs to be "paused" while investigations take place..    Am trying to think of the best way to do this?  Any ideas?  was thinking maybe another status  that when chosen estarts SLA or something like that? but would need to build in approval flow as don't just want everyone to pause their SLA's ! just to get around them 

Just throwing it out there for any ideas ! 🙂 or if anyone has done anything like this before

TIA

[Anonymous]

@vffdd 

Hey mate, this sounds more like a Power Automate question and you are likely to get a better response on their forums here. 

I haven't setup anything like this but it sounds like you are on the right track. Maybe use a 'Run after' with a timeout that, as you say, has another approval to get extended? In one of my Flows I use a Run after that checks for Skipped/Timeout (24hrs) then send emails and subsequent approvals depending on the outcome. You could even collect stats on who is extending SLAs more often and write it into KPIs 😄 

Anyway, try the Power Automate forums, I think you'll get a better discussion over there.

[rebeccas · Accepted solution]

I would for sure do that with some type of status column and have that happen in PowerApps within a Form or Patch. Additionally you could create a Flow that notifies whomever and they can select in the app or approval flow if you like (I do more in app so they can work off a list of requested in one place instead of working out of inbox, just personal preference). 

Example: 

Person clicks a button and it patches that item to have a Status of "Requested Pause" -- sends email to manager. 

Manager has screen that filters for items with a status of "Requested Pause" and two buttons...one they click and if they do not approve that changes status back to "Active" and emails the person who requested it to let them know it was declined. One button that when Manager clicks if changes the status to "Paused" and emails the person who requested it to them know it was approved.

Here is a video (not great quality video, I just do for fun of it) that shows an app I rolled out recently that does approval process in the app for some ideas.

https://youtu.be/IldjDHP-q-s

[Anonymous]

@rebeccas 

Great video, thanks for sharing - and there's nothing basic about it, heaps of great ideas! If it's ok, I'd like to ask you a few questions about it via PM - I'm currently mid build of a similar app that you've demo'ed.

[vffdd]

Thanks for your reply yes  I'll check out those options with the  "Run After"

[vffdd]

Thanks that sounds perfect.  I also prefer to do as much as I can in-app. The audience would not be the best at stuff that drives them to flow !!  we don't have in-app (outlook) approvals for our exchange emails and very view use browser based outlook so it just easier if we can do in-app (powerapp)solutions.  I'll go now and check out your video  🙂