Adrian Simpkins

Hi David Thank you for confirming - if it is something that can be accommodated would be beneficial to lessen the noise from the analysts getting these notifications when away from Site I will monitor for any changes or enhancements in future Many thanks Adrian

Hi All, just wanted to clarify would our Analysts get the notifications from the automated SLA triggers if they are marked as away on Holiday? I know we would not be able to prevent the emails as these are sent to the team they are a part of, but wanted to see if they would still get the team notification on their account if they are marked as away? Many thanks Adrian

Hi Trevor, Just to confirm just tested this on IE, and all working as expected now - many thanks for the fix !

All changed and working correctly now - many thanks Steve :)

Hi James, just to update, i have inserted the decision logic and works perfectly, thank you - i was looking for a more complicated solution rather than just thinking along a yes/no scenario, a good tip I will have to adopt Many thanks as always

Thanks James, i will run a test and let you know - looks good !

@James AinsworthHi James, I have run a quick test to see if I can configure the BPM as required and found the following after adding a Remove Card from Board node into the Closure stage of the BPM: - if the request has been added to the board the BPM runs fine and removes the request as required. - if the request has not been added to the board the BPM errors at the Remove Card node. What I wanted to be able to do is at the end of the closure stage is add a decision node so that the BPM knows only to go down the Remove Card from Board path if the request has been added to the board at anytime. However, of course not every request will be added to our Auto Escalated request board as not every request will meet the set criteria. I wanted to see if there is anyway to have the decision tree pull in confirmation that a request was added to a board by the automated SLA. The reason for this is we will potentially have a large number of requests being written to the board by the automated SLA, and currently we will have to manage removal of completed requests manually. I want to remove this overhead, and automate it ideally so that no one has to manually manage the board data for Resolved / Closed Requests. Many thanks Adrian

Thanks David, I will go back to the Analyst who raised it to see what they are looking for many thanks

Hi Dave Thank you, i thought it would be something to do with the change in SLA on Monday. I will monitor for any other issues Many thanks

Hi Dave, The BPM behind this catalogue item marks the Response Timer straight after the status is set to Open so I would have expected it to trigger when it was picked up by the Analyst at 1.45. Its not a massive issue but I wanted to understand if this same scenario may occur on any other requests that were active under the old SLA when I swapped this over to the new SLA on Monday so i can communicate this to all teams to make them aware that this may happen on other requests. Thanks

hi David, Ah ok, would it not have been marked though when it was assigned to the Analyst? Or was it 'reset' when it was assigned to the analyst as the system would have applied the new SLA that we put in place on Monday? Thanks

Hi All, One of my Analysts has enquired if it is possible to increase the size of the Snippets management screen at all please? This is just so it is easier to navigate the listing if there are many Snippets in the list. I don't think it is possible, but just wanted to double check here Thanks !

Hi David, Thank you for the response. The Response target shows as breached (1st screen shot below), and the Timeline shows a change in SLA at the time the request was assigned to the Analyst (2nd screen shot). The request did not go on hold at any point - looking at the updated SLA it looks like it reset the original SLA set on the 5th on the 12th so in effect looks like the Response timer was reset by the change in the SLA. I am presuming this is just due to changeover of the SLA on the live service but just wanted to confirm this Many thanks!

Hi All, We have introduced automated SLA's across our Services this week, and these were all swapped over across all our Services on Monday. However, i have a request which was in a Resolved/Closed status which triggered the Response breach SLA timer after it was resolved / closed? The request timeline flows like this: - raised on 5/11 when old SLA was in place - SLA swapped on the Service this was raised against on Monday the 10th (I believe this was swapped in the morning on the 10th - see 2nd line below showing the change in SLA) - Assigned to a team member on the 10th at 1.45pm - shows change of SLA on the request at 1.45pm on the 10th - would this be because it was raised against the old SLA on the 5th but assigned to a team member on the 10th which meant the system auto updated the assigned SLA against the Service? - resolved at 1.48pm on the 10th - closed by one of the Team engineers at the same time on the 10th at 1.48pm - Response SLA triggered on the 11th at 3.21pm advising that the Response SLA has reached 90% of the target (request was resolved / closed at this point) - Response SLA triggered on the 12th at 11.26am advising the Response Timer has breached (again request was resolved / closed at this point). What i wanted to understand is why this triggered still even when the request was Resolved? Would it be to do with swapping the SLA on the live Service on Monday 'resetting' the timers so that the system missed the Response timer? Many thanks as always Adrian

Hi Nasim - the templates have the date set as you have described above, so I am unsure why not working - i will raise as a Support ticket Many thanks for all your help, much appreciated

Thanks Trevor

Hi All, We recently had an issue where selecting a document to download on IE was giving an error - this was fixed i think about 2 weeks or so ago. However, I have picked up today that when trying to download any documents now on IE nothing happens. I have tested it also on Chrome and Edge, and it works fine on these browsers, just nothing happening in IE Many thanks

Hi Nasim I have updated the templates to include the formatLocalTime against the time / date stamp variables, but still showing the wrong format / z at the end. I have read through the Wiki again and it refers to 2 settings to configure, and both of these appear configured so unsure why the formatting is still not as expected. The 2 Images show how the 2 settings are configured, and the 3rd shows the email with the format - as you can see the email is defaulting to YYYY-MM-DD HH:MM:SS even though it is set to DD-MM-YYYY HH:MM just to confirm my personal date time settings are set to the same format DD-MM-YYYY HH:MM Thanks !

Ah that's brilliant, hopefully when i apply the formatlocaltime this also removes our Z - teach me to not read the whole Wiki page for email templates lol Many thanks

Hi Nasim Yes all generated from templates - however I was unaware of the formatlocaltime addition - I will review and insert this where required into our templates. Do you also see the Z at the end of the date string as well or is that just something we are seeing here? Thanks!

Thanks Deen

+1 for us, had about 4 analysts raise this issue in the last 10 minutes Thanks

Hi All, We have noticed that prior to the clocks going back the time a request was resolved the date stamp in the outgoing Resolved email was an hour out of sync - now the clocks have moved back this issue is not occurring and showing the same time/date stamp, but I wanted to highlight this in case it happens again when we move clocks forward in the spring. Also, we note that at the end of this time stamp there is a 'z' being displayed - can this be removed at all? Many thanks! Timeline date stamp: Outgoing email date stamp:

Hi James, thank you for the pointer. I will see if i can get the remove card board node working and will repost if i have any issues trying this - thanks

Hi All, This is Service Manager, SLA and Board related so thought it best under Service Manager So we have implemented the automated SLA's recently and as part of the SLA configuration it writes requests to a Board depending on criteria. What I wanted to know is can I add a Remove request from card node into the BPM's, and if so what value am I looking to pull as part of the decision node - is it possible to insert anything to say go down this path if the request is shown on X board? Would really help keep the Board tidy rather than it having to be a manual process to tidy up Many thanks as always