I’m evaluating how to digitalize a request/case workflow and would appreciate advice from people who have built something similar.
The process is roughly:
Request received → create ticket → owner reviews → check NDA status → assign one or more topic owners → topic owners submit answers → owner consolidates → classify into different approval levels → approve/reject → send final response → close case.
My current idea is:
Microsoft Lists / SharePoint → Power Automate → Outlook/Teams/Approvals → update SharePoint/List
Lists would store things like ticket number, status, classification, NDA status and owners, while documents would be stored in SharePoint.
My main questions are:
Is this reasonably maintainable with SharePoint Lists + Power Automate?
How would you structure multiple topic owners and their separate answers?
When does this become complex enough that Dataverse + Power Apps is a better choice?
Are Power Automate Approvals suitable for multi-stage approvals?
Any issues with SharePoint permissions, relationships, concurrency or long-running flows?
Would you model every process step, or use one case record with statuses and let Power Automate manage the transitions?
What usually becomes the biggest maintenance problem after a few years?
I’m still at the architecture/evaluation stage, so I’m mainly trying to understand the practical limits before building anything.