SLA Breach Mobile Alert
When a support ticket in Dataverse exceeds its SLA threshold, immediately push-notify the assigned agent and their manager.
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Overview
FlowLibs - SLA Breach Mobile Alert is a scheduled Power Automate Cloud Flow that monitors support tickets stored in a Dataverse custom table. Every 15 minutes, it queries all open tickets, checks each against its SLA deadline, and when a breach is detected, sends a push notification to the flow owner and emails both the assigned agent and a configurable admin/manager address.
Use Case
IT operations and support teams need real-time awareness when tickets slip past their SLA deadlines. Manual monitoring is error-prone and doesn't scale. This flow automates the detection of SLA breaches across all open tickets and ensures both the responsible agent and their manager are immediately notified, reducing resolution time and improving SLA compliance rates.
Flow Architecture
Check SLA on Schedule
RecurrenceRuns every 15 minutes.
Init varSLAThresholdHours
Initialize variableLoads the SLA threshold from environment variable flowlibs_SLADefaultThresholdHours.
Init varNotificationEmail
Initialize variableLoads the admin/manager email from environment variable flowlibs_NotificationEmail.
Init varBreachCount
Initialize variableInitializes a counter at 0 to track how many breaches are found per run.
Get Open Support Tickets
Dataverse ListRecordsQueries the flowlibs_supporttickets table with filter: flowlibs_status ne 'Resolved' and flowlibs_status ne 'Closed'.
Loop Through Tickets
Apply to eachIterates over each open ticket and evaluates the SLA condition (see next step).
Check If SLA Breached
If conditionCompares utcNow() against the ticket's flowlibs_sladeadline field.
- Increment Breach Count — Adds 1 to the running breach counter.
- Send SLA Breach Push Notification — Sends a mobile push alert to the flow owner with ticket name, agent, and priority.
- Send Breach Email To Agent — Sends a High-importance HTML email to the assigned agent with full ticket details (Outlook SendEmailV2).
Environment Variables
| Schema name | Type | Default | Description |
|---|---|---|---|
| flowlibs_SLADefaultThresholdHours | Number | 24 | Number of hours before a ticket is considered SLA-breached (used for reference; actual comparison is against the flowlibs_sladeadline DateTime field on each ticket). |
| flowlibs_NotificationEmail | String | <configure> | Email address for escalation notifications — the manager/admin who receives breach alerts. Set to your organization's admin or on-call alias (e.g. alerts@yourcompany.com). |
Connectors & Connections
| Connector | API name | Actions used |
|---|---|---|
| Microsoft Dataverse | shared_commondataserviceforapps | ListRecords (Query open support tickets from flowlibs_supporttickets.) |
| Notifications | shared_flowpush | SendNotification (Mobile push alerts to the flow owner.) |
| Office 365 Outlook | shared_office365 | SendEmailV2 (High-importance breach emails to assigned agent and manager.) |
Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.
Customization Guide
Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.
- Import the solution
- Import FlowLibsSLABreachMobileAlert into your target environment.
- Update environment variables
- Set flowlibs_SLADefaultThresholdHours to your desired SLA window and flowlibs_NotificationEmail to your admin/manager email for escalations.
- Authorize connections
- Open the flow in the designer and authorize the Dataverse, Notifications, and Outlook connections.
- Populate the support ticket table
- Add rows to flowlibs_supporttickets with valid flowlibs_sladeadline DateTime values and flowlibs_assignedagentemail addresses.
- Turn on the flow
- Change state from Stopped to On after connections and env vars are configured.
- Adjust recurrence
- Modify the trigger interval from 15 minutes to your preferred check frequency (e.g. every 5, 30, or 60 minutes).
Key Expressions
The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.
EXPR.01SLA breach check
Compares the current UTC time against the ticket's SLA deadline. Returns true when the deadline has passed.
EXPR.02Notification text
Builds the push notification body with ticket title, assigned agent email, and priority.
EXPR.03Breach count check
Determines whether to send the post-loop summary notification.
EXPR.04Filter query (open tickets)
OData filter passed to Dataverse ListRecords to exclude completed tickets.
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