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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Send Escalation Email ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Send Escalation Email from SLA

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Posted on by Altaf Haider Taqvi 95

Hi,

Please help me in a scenario.

When a record status is  A , than  mail should be trigger every 24 hours until when Status will not convert into B.

When status is B, then mail should be trigger every 24 hours until when status will not convert into C

Basically i have to escalation 2 level . 

Please suggest me best solution.

I have the same question (0)
  • Suggested answer
    Jomy Jose Profile Picture
    Jomy Jose 290 on at

    Trigger a workflow on status change, call 2 child workflows say P and Q. If the current status is A then call child workflow P  and put a wait condition on P for 24 hour. After timeout check whether the status is still A , if so send escalation email and call the same workflow as child  to run for next 24 hour. If status is changes then stop the workflow.

    Same scenario for Workflow Q also

    If found helpful, Please mark my answer verified.

  • Javier Lopez Colunga Profile Picture
    Javier Lopez Colunga Microsoft Employee on at

    Hi Altaf,

    I think best option is a workflow that stops when your condition of status is met.

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,985 Moderator on at

    Hi,

    Please see below screenshot on how to configure workflow for your requirement.

    Main Workflow

    CQ22.PNG

    Child Workflow

    CQ23.PNG

    You can do the same for second status change.

    If found helpful, Please mark my answer verified.

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