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  1. As a follow-on to my other post about additional reminder destination, it would be useful to have the ability to have the option to send the reminder as a notification message, as well as an email message to the same target recipients as currently supported and mentioned in the linked post. I am trying to reduce out teams dependance on emails and what them to focus on notifications and activities within Hornbill not start having to check their separate email as well. Cheers Martyn
  2. Along similar lines to @yelyah.nodrog , would it be possible to add the ability to send the reminder to the 'Team' the request is assigned too and also 'Members' linked to the request. I could also see a need in the future to be able to send the reminder to all 'Supporting Teams', but that would not be applicable to ourselves until there is the ability to add read-only supporting teams so they can view the requests but not action them, which would need to be excluded from the reminder. Cheers Martyn
  3. Could I ask for some clarification around the Service Level Agreement escalation actions, in particular, the 'Increase Priority by 1'. How does it know what is the next priority to escalate it too as there is no direct linkage between what priorities apply to what service level agreement? Also, priority is no longer the only factor in terms of the SLA rules, so is this just updating the priority field alone? Cheers Martyn
  4. Is it possible to restart/resume an SLA timer without resetting it? We have a situation where we stop the SLA timer as our 1st Tier has identified the customer has said the issue is resolved, but sometimes this is not correct, so we would want to put a secondary check in the workflow and if it is not correct route the workflow back to the investigation steps and restart/resume the timer. I know I could get around it by using a sub status under hold and not changing to resolved until double checked but wanted to know if it was possible to reverse the stopping the timer. Cheers
  5. Hi Everybody, We have a global Service Desk Team, working in different time zones. At the current stage we have not yet deployed any service with an SLA, but soon we will. I understood that the SLA might be linked to a specific Working Time Calendars as described in another post (https://forums.hornbill.com/topic/9868-work-time-calendars/?tab=comments#comment-46216). We are also using the 2 stage closure which i understood is in some way using a Calendar; let me also say that potentially our teams and customers will work under this calendar: so my questions are: 1. in which
  6. Hi all, I'm having a problem with setting SLAs based on priority and teams - not sure if it's me or the system.... Here's what I'm trying to do... We have two teams - the services team and the applications team. We work on different types of issues and have different SLAs to resolve them. To build this functionality in Hornbill I built a corporate SLA called Incident SLA. Against this I added two SLAs - Standard (Apps) and Standard (Services) and added appropriate response and resolution times. I then created a rule called Standards (Apps) which had the following und
  7. It would be useful to have the ability to copy an existing Service Level Agreement under the 'Services' section, rather than having to set them up from scratch each time. Cheers Martyn
  8. I am having an issue with getting the BPM Application>Timer>Start Response Timer, when a service has multiple Service Level Agreements assigned to it. My rules are based on the Priority being set and the organisation matching, i.e. I have two organisations using the same service but have a different SLA. Even though the organisation matches the rules in the second Service Level Agreement, the first one listed in Linked Service Level Agreement is selected rather than the second one which would match both on priority and organisation name. The BPM then fails as it has incorrectly
  9. Hi I'm testing the new SLA process against one of our test services (product_x) I have set up the new SLA, linked to a service, created some rules so that if a priority is selected it should match the correct SLA. If I leave the business process the same without removing the old style SLA it does show the new SLA once the call is logged but I have to pick an old priority. If I remove the old style SLA's from the business process and log a new call with the new priority it doesn't work. Any ideas why it still looks for the old priority? business processes below. SLA remo
  10. Hi guys, I don't know if ti is a known issue or if you are aware of this but I am having troubles with my reporting regarding SLAs and performances. Indeed, the fields h_responsetime and h_fixtime in the requests table do not seem to match what I can see on screen. For example, here is my request: And what I have in the database for that same request: As you can see, none of the values match what is on screen... One common denominator in pretty all of the similar cases is that the priority and the SLA was changed at some point during the life of the requests.
  11. Hi all, I have just changed our BPMs to add a human task to check the validity of an 'Emergency Request'. The timers now do not work correctly and a call I have just logged and closed has been marked as failed both response and resolve SLAs. Response time = 1 hour and resolve time = 10 hours. The time the timers would have expired is marked correctly, just marked as failed. Any assistance welcomed Thanks Dan guest-wifi.bpm.txt
  12. Good morning, I am trying to Create some Measures for our dashboard to report percentage of calls closed inside and outside SLA agreements. I have got a weekly one for inside and a monthly one for inside Service Requests and incidents working, However I cannot get the monthly outside one to work? The outside Weekly one picks up information however he outside monthly one is not picking up anything. Logically speaking if the weekly one is working all I need to do is change the Frequency to monthly and adjusting the sample history? But this doesn't seem to be working?
  13. Hi all, In my organisation, we are facing a curious situation where we are struggling to identify the best formula to calculate the percentage of requests resolved within the SLA on a monthly basis. What would be the best practice in your view? Which formula would you use? Option 1: (Total requests logged this month - Total requests breached this month) / Total requests logged this month Option 2: Total requests resolved this month with breach / Total requests resolved this month
  14. Hi, I had a chat with @bob_dickinson recently regarding the upcoming new SLA feature. We are trying to setup SLAs for 114+ services which should lead to thousands of entries in the system (due to our organisation model + geographical spread). So Bob is helping us with a template to load this information faster in our system. When we went through some of the details regarding escalation, he said that we can only setup escalations based on the number of minutes before the SLA breach. That's fine, but it would be a good idea to work also with percentage. Indeed, most other helpde
  15. At the moment in the SLA Escalation accounts you can trigger an action to add to a board, however this is hard coded to the SLA itself. We use a common set of SLA's across our many services, however we would want to trigger the action to add the request to a service specific board rather than a global one. Would it be possible to have a 'default board' setting in the service definition so that you can select an automatic option in the SLA escalation action to assign to the service specific board. This could also be extended to the BPM node so you can use a generic process and assign it to
  16. In support works customers could see the logged by, respond by, fix by and resolved by date of their request on the portal. In service manager they can only see the logged by and who is the owner on the Service Portal. Is there a reason why we don't show them this info, its available on the Live Portal so analyst's know. I think it would stop a lot of customers asking the simple question of when would their request be completed. Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  17. We currently have a significant number of (approx. 20) different SLA's/Priority's, which have come about from us acquiring different organisations and us absorbing support service for different products and types of services. At the moment there does not appear to be any relationship between the SLA/Priority and the Service, in that all priorities specified in the Progressive Capture 'Request Priority' and similar BPM node. Ideally we would want to allocate priorities which are applicable to a service at the request type level, i.e. you may have a service which has both Incident and Service
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