Automated email/teams notification if SLA is not met

[Deepak_Mathew]

I have a published dashboard with the number of tickets in the row with their id number and then in the columns is shows the age of the ticket. I have kept certain color codes for the age such as 0-3 days, 3 to 6 days and 6+ days. All tickets are also having another column with the names of the ticket owners or user list. All the members in the team are given with the subscription at 7 am in the morning. 

But I want them to get notifications in outlook/teams if their cases are outside the SLA. Example if John has got 3 tickets with the current age is 6 for all of them. The he shall get a automated notification with the list of these 3 cases.

[v-menakakota]

Hi @Deepak_Mathew ,

Thank you @PawelWrona  for providing possible solution. May I ask if you have resolved this issue? If so, please mark the helpful reply and accept it as the solution. This will be helpful for other community members who have similar problems to solve it faster.

Thank you.

[v-menakakota]

Hi  @Deepak_Mathew ,

I hope this information is helpful. Please let me know if you have any further questions or if you'd like to discuss this further. If this answers your question, please Accept it as a solution and give it a 'Kudos' so others can find it easily.

Thank you.

[v-menakakota]

Hi @Deepak_Mathew ,

I hope this information is helpful. Please let me know if you have any further questions or if you'd like to discuss this further. If this answers your question, please Accept it as a solution and give it a 'Kudos' so others can find it easily.

Thank you.

[PawelWrona · Accepted solution]

Hi @Deepak_Mathew,

The only "native" functionality for Power BI to send any sort of Alerts would be to use Dashboards.

With Dashboards you can setup different tiles per bucket representing age of the ticket and assign alerts to each of the bucket. The problem here is that you would have to do the setup per recipient of the alert, which means a lot of manual work. Considering your example with John, here is what you have to do:

Go to Power BI Report -> Create a Card Visuals for each bucket of ticket age -> filter all of them to John's scope -> pin them to new or existing Dashboard -> setup alerts for Card Visuals in Dashboard to notify John when there are items assigned in his buckets -> repeat for remaining recipients.

Other solution would be to use Power Automate Flows if you have access for them. Last thing, as it was mentioned here, you could use Activator if you use Microsoft Fabric in your organization.

[Deepak_Mathew]

@PawelWrona @Deku I will try both and will  keep you updated. By the way, I have the dashboard with a matrix view for all the users around 100 users, and have separate columns for each stage in the project progress (5 stages), then sub columns in each Stage column with the age of the each ticket from the created date and from the date the ticket is assigned to them.

[PawelWrona]

Hello @Deepak_Mathew,

It will not change much as Alerts in Dashboard (I am talking about Power BI Dashboards here of course not the Power BI Reports) can be set on Cards only. Still, having the manual setup for around 100 users is a lot to do...

It seems that Power Automate could really help you here. You could for example call a single DAX Query against your Power BI Report, where you would pull all the columns you need for all the users at once. Then, Power Automate could iterate through all the users and send notification if the valus in columns are > 0.

[Deku]

If you have Fabric you can use Activator