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Geoff Soper

Hornbill Users
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About Geoff Soper

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  1. Geoff Soper

    Resolve by dates not calculating as expected

    @Victor any progress with this issue? thanks
  2. Geoff Soper

    Service Manager Update 1383 - Analysts unable to search

    Following the update yesterday we are still unable to carry out global searches and link calls.
  3. Geoff Soper

    Resolve by dates not calculating as expected

    Hi Victor - any progress on this? Thanks
  4. Geoff Soper

    Resolve by dates not calculating as expected

    That's fine, thank you both for the analysis - I never make any changes on a Friday :-)
  5. Geoff Soper

    Resolve by dates not calculating as expected

    Dave, It is the latter. See BPM workflow below - to me it looks as though everything is logically in the right place, but it I need to move the Start Resolve Timer to later in the flow - thanks
  6. Geoff Soper

    Resolve by dates not calculating as expected

    Dave, This is an example of one of the rules - my team didn't create any of the rules - this was part of the implementation provided by Hornbill. Thanks Geoff
  7. Geoff Soper

    Resolve by dates not calculating as expected

    Dave, The priority is not set via the BPM process - this is a manual step along with category and assigning the call - when these 3 steps have been completed the response target is set and the the resolve time is calculated, which is where our issue is. Thanks Geoff
  8. Geoff Soper

    Resolve by dates not calculating as expected

    Please see screenshot below of the settings for the 'Start Resolve Timer' Do I add the following ?
  9. Geoff Soper

    Resolve by dates not calculating as expected

    I'll have a look now - thanks for the update
  10. Geoff Soper

    Resolve by dates not calculating as expected

    Thanks for replying Dave - rules are configured as below.
  11. Please see attached screen shots. Call set at Priority 6 - 5 days response and 30 days resolution, but the resolution set to the 2 hours after - so it looks at though this is picking up the 'Initial Service Level' - how do I resolve - thanks Service Manager Forum - 1.docx
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