Geoff Soper

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

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

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

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

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

I'll have a look now - thanks for the update

Thanks for replying Dave - rules are configured as below.

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