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How to provide best support to your flow users?

Introduction

Some flows are more important for a business and some less. 

Some can provide critical business logic, that should be running as smooth as possible. 

Some time flows fail and this is ok for many reasons.

How to handle failed flows and start fixing as soon as possible, minimizing the possible business impact? 

 

Drawbacks of out-of-the-box capabilities

Flow provides great out of the box capabilities with notifying flow owners if flow failed. 

But, I found some drawbacks with relying purely on OTB capabilities for critical and important flows:

 - it does not send notifications instantly

 - emails cannot be monitored by the IT team all time

 - multiplying communication channels for handling IT issues

 

Solution

It is true, that for the majority of even small businesses, an established ServiceDesk solution is a must.
Like Jira, ZenDesk etc. 

The idea is simple. 

How to forward requests to the ServiceDesk if flow failed and make it instantly? 

 

After building tens of flows for different business departments, I came to this pattern that I am using in almost all flows.

DesignPattern - flow failures.PNG

'The process' scope encapsulates the required business logic.

 

'If failed' scope configured to run only if 'the process' scope failed. 

Capture.PNG

 

It only generates a request in the company ServiceDesk and terminates the flow.

DesignPattern - if failed.PNG

 

Please, feel free to share your thoughts about how to handle flow failures in the most effective way.

 

Cheers, 

Pavel

Meet Our Blog Authors
  • Working daily with Microsoft Cloud to deliver the needs of my company, my customers and various Microsoft communities and forums. | Office 365 | Flow | PowerShell | PowerApps | SharePoint |
  • Co-founder of https://plumsail.com, Office 365 and SharePoint expert. Passionate about design and development of easy to use, convenient and flexible products.
  • Microsoft Business Apps MVP. Owner of ThriveFast, an Office 365 consulting company.
  • 7x Microsoft Business Solutions MVP (CRM)
  • I'm keen in MS technologies, SharePoint, Office 365 and development for them
  • Daniel is a Business Productivity Consultant & Microsoft Business Solutions MVP who is very enthusiastic about all things Office 365, Microsoft Flow, PowerApps, Azure & SharePoint (Online). Since the preview, Daniel has been working with Microsoft Flow and later on with Microsoft PowerApps. That led to him being awarded an MVP Award for Business Solutions. He loves to blog, present and evangelize about improving productivity in the modern workspace with these amazing tools!
  • Michelle is an Office 365 solution architect in Twin Cities, MN. She has been delivering business collaboration solutions for years with her focus on SharePoint and Office 365. Michelle is a recent board member of the Minnesota Office 365 User Group and has been a member of the SharePoint community since 2009. She is a frequent speaker at MNSPUG and SharePoint Saturday and co-chaired the Legal SharePoint User Group for 4 years. Her most frequent projects have involved rolling out a large deployment of Office 365, SharePoint Online intranet, build of a "CHAMPS" Office 365 user adoption program and most recently, SharePoint On-Premise to Online Migration. Michelle is very excited about cloud technology as it is shifting her IT Pro focus to collaboration strategy and technical adoption.
  • I'm a Microsoft Office Servers and Services MVP with a special interest in SharePoint, Office 365, Microsoft Flow, Microsoft Teams and PowerApps. I work at Triad Group Plc ( https://triad.co.uk)
  • Passionate #Programmer #SharePoint #SPFx #Office365 #MSFlow | C-sharpCorner MVP | SharePoint StackOverflow, Github, PnP contributor