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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

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  • Experienced Consultant with a demonstrated history of working in the information technology and services industry. Skilled in Office 365, Azure, SharePoint Online, PowerShell, Nintex, K2, SharePoint Designer workflow automation, PowerApps, Microsoft Flow, PowerShell, Active Directory, Operating Systems, Networking, and JavaScript. Strong consulting professional with a Bachelor of Engineering (B.E.) focused in Information Technology from Mumbai University.
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  • I am building business processes and applications that are easy for users' to stick to, so they can follow and understand them. In overall I transform processes to be more reliable and effortless. I am a proud co-organizer of SharePoint Saturday Warsaw and active community member, blogger and international speaker.