[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

[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

 

[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

[Resolve by dates not calculating as expected]

Please see screenshot below of the settings for the 'Start Resolve Timer'

Do I add the following ?

[Resolve by dates not calculating as expected]

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

[Resolve by dates not calculating as expected]

Thanks for replying Dave - rules are configured as below.

[Resolve by dates not calculating as expected]

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