1)Creating one SLA KPI
--Select case entity and select 'Resolve By KPI' kpi field.
--Applicable From: specifies the date and time from which the SLA items will be calculated. For example, if you select the Created On field, calculations will start from the time the record was created.
--Save and active.
2)Create one SLA:
--Select 'Case' as primary entity.
3)New one SLA Item:
--Select kpi you just created.
--Applicable when: This SLA is applied when the case type is 'problem' (skipping this step will apply all cases)
--Success conditions: SLA will be success after the case is resolved.
4) In SLA item, set warning and failure time:
5)Then configure actions in power automate:
--Add 'Get a row by ID' to get related case record,
--Expand Switch action:
- Is Nearing Non-Compliance: Will run when the warning time is reached for the SLA.
- Is Non-compliant: Will run when the SLA fails.
Under these two actions, you need add action to send email.
--Choose action > Perform an unbound action > msdyn_SendEmailFromTemplate.
--Some of the values you can just use GUID static values, but for the recipient you need to use the case owner you got from step 2
Note:
--You need create two email template and get guid to use them in the action above.
Like this:
The above is just a demonstration, if you have other specific needs at a certain step, you can copy the changes or reply to me and I can help you!
I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah
