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Found 41 results

  1. Automating SLA Selection For each service that you offer, you may find that you need to provide multiple Service Level Agreements. This video takes you through how Hornbill Service Manager works with SLA rules to automatically apply an appropriate SLA to each request. The Service Level Agreement Rules take away all the guess work that you have when manually selecting an SLA.  Rules can be built with a variety of conditions to ensure that the correct SLA is applied every time.    
  2. I am trying to create a widget that updates the average SLA times per team each month, I am aware I can do it as a measure and then put it into a widget however this will take me twice as long. Is there a way to create a widget so I can see the average SLA times for our p1, p2, p3 and p4 SLAS This is the SQL I have written so far: SELECT h_requesttype, h_dateresolved, h_resolvedby_team_id, h_status, h_fk_priorityname, h_withinfix, AVG(h_fixtime) as AverageResolveTime FROM h_itsm_requests WHERE h_fk_priorityname= 'p4' AND (h_status= 'status.closed' OR h_status= 'status.resolved') AND h_withinfix= '1' AND (h_dateresolved >= (CURDATE() - INTERVAL (Month(CURDATE())) DAY)) AND h_requesttype ='incident' GROUP BY h_fk_priorityname However I cannot get the Convert or Declare functions to work, I need to get a average resolve time (h_fixtime) result for all P4's in the month of December so far. However it is only giving me the average for the 06/12/2017 does anyone know what I can do so that it gives me a average resolve time for all p4's in December and for it to convert to HH:MM:SS instead of just seconds? Hayley.
  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 Martyn
  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 way the Service Manager uses the Working Time Calendars and which relationships we have between Teams' Site/Customer's Site 2. when the Service Manager uses the "ServiceDeskDefaultCalendar" and the "FeedbackCalendar" 3. assuming that we well create additional working time calendar for each time zone we have in our enviroment (see the picture above), how this will be used by the Service Manager from a general point of view and how the 2 stages closure will use those calendars and in which relationship with the Teams' Site or /Customers' Site (if any relationship exist) Thank you!
  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 under all conditions must match Priority is standard Team is IT Applications I then created a second rule called Standard (Services) and created a similar rule but filtered on the other team. I updated the business process and added the start timers for the SLA along with an SLA update request (Automated Tasks -> Entity -> Requests -> Update Request -> Service Level). There are existing conditions which means this step only run after a priority and owner is assigned. And then I tested.... I ended up with a incident log using Incident SLA but the exact SLA hadn't been selected. After testing various bits I put another SLA on called 'Catch All' and add a rule saying 'Priority is Standard' but with no team requirement and put this rule at the bottom of the list. Tested again and my incident log now has the 'Catch All' SLA. This implies that the team that the call is assigned to is not being passed to the rules to determine which SLA should be assigned... ...or that I'm doing something wrong. Any help would be appreciated. Thanks, Darren
  7. 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 assigned the Service Level Agreement, but is not then able to select a Service Level as the rules do not match. It appears the Start Timer node is only taking into account the first linked service level agreement and when it is not able to find a match in the rules from that, does not then go on to evaluate the rules for the next linked service level agreement. Cheers Martyn
  8. 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 removed.pdf old SLA.pdf
  9. 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. Any idea on: Is it an issue? Are you aware of it? Where does the screen gets its data from? Which table should I query to get the correct data for my report? Thanks in advance for your help.
  10. 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
  11. 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?
  12. 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
  13. 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 Request types enabled, but you may want to have four priorities for incidents (Critical, High, Medium, Low) but only three for Service Requests (High, Medium, Low). As work around if the Request Priority progressive capture and BPM nodes could be changed to allow the priority list be filtered, this would mean you could achieve a specific list of priorities for the service. Can both these options be raised as potential Request for Change? Cheers Martyn
  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 helpdesk systems out there use %. It would make Hornbill more flexible to existing and new customers, allowing to work both ways: using minutes or %. Is this something you could integrate for a future release? Thanks, Lyonel
  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 the service specific board as well. Cheers Martyn
  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.
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