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Found 12 results

  1. Hi, I've scanned the forum to see if anyone had already posted this issue, but could've missed it, so please do point me to it if this has already been raised. One of our managers ran a report for the month of March and came upon a discrepancy whereby even though the request resolve by and the date resolved were met, the within resolve time criteria was still appearing as breached (see attached spreadsheet) We applied the Pause Resolution Timer enhancement on the 2nd of March so these calls should adhere to this setting - we confirmed that the enhancement works after the latest update released on the same day One thing we did notice for the tickets where this issue exists is that the resolution missed is way in the future, well after the call has been closed and timers ended is this a known issue? Application Support - resolved calls by analyst - with SLAs_629.xlsx
  2. We have recently implemented SLAs into Service Manager. We're automatically marking the response timer in our business processes when the call has an owner. We've had a couple of odd calls come through where there is an analyst allocated but the response timer hasn't been marked. Removing and re-adding the analyst also doesn't mark the response timer, so these ones are going out of time. Is there a way to manually mark the response timer on calls?
  3. Would it be possible to have additional options added to the entity 'Timer' node to allow the manual pausing and unpausing of the Response and Resolution in the BPM, so that this can be controlled by workflow so having the option to control this outside of the automated status change process. Related to my earlier post link below. Cheers Martyn
  4. At the moment when you use the 'Update Request > Status' node to set the status to 'Resolved' the system automatically also marks the 'Response' timer. Can we request that this is configurable as an option, as we would like to be able to set the request to Resolved but not mark the Timer until the request is Closed. The aim of this change is to allow us to use the portal 'Resolved' action which ask the customer to confirm the resolution or advise it is still not working. This stage sets the status back to open so can be used in conjunction with the Suspend Node 'Await Status Change', to await expiry (i.e. no response from the customer) or confirmation either way. Then using the BPM we can return to trying to resolve the issue without having marked the Resolution Timer. Example workflow below. This will of course need related change to the SLA calculation process to take the time whilst at a 'Resolved' status same way as being on hold. This relates to our earlier post regarding the ability to save the Resolution Text and Closure category through the User Interface without having to set the request as resolved. Cheers Martyn
  5. Hi, After been running live now for a couple of weeks I have noticed that we have an awful lot of requests still sat in a 'Resolved' state despite them being resolved for more than 5 days. In our BPMs we have the following logic... The logic in the 'Suspend wait for status change node' is as follows... Should I have a 'Get Request Information - Request Details' node between the 'Suspend' node and the 'Decision' node? The logic on the 'north-bound' arm of the 'Decision' node is... The build of this part of the BPM was lifted directly from a sample BPM provided to us by during our 'Switch-On' which looks identical to the logic in the Example BPMs. Is anyone else having problems with their requests not auto closing after the expire period time? Thanks Steve.
  6. Afternoon guys, Out of interest is there a way to automatically start the timesheet times for thing such as writing emails or adding updates to calls? from what i have read and seen you hae to manually click start on the timer and manually click stop Is there a way that i dont know of where when a analyst goes in to the call the timer starts? and when they come out of the call it stops? Thanks Hayley
  7. Hi all I'm hoping someone will be able to provide guidance on this one. I'm looking to create a Widget displaying the Average Resolution time of our Incidents. Using the demo data I copied the measure that the widget would be using as it's data source and believe it is working. The issue however is that the average time that it has calculated for November is drastically higher than expected. Due to this, I am guessing that the timer counts the seconds between 'h_datelogged' and 'h_fixtime' without taking our working hours or 'on hold' statuses into account? Have I got the wrong impression with this or is there a way to make it take the above into consideration? Summary: I'd like to know the Average amount of time (using the SLA counter that is paused when out of office hours or on hold) an Incident was either 'New' or 'Open' before it was resolved. Here is the Measure I've got: Thanks in advance for any help! Drew
  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 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
  9. 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
  10. Afternoont, I have run a report for our P1's to find out the Resolve times for them. The report is as follows: The IN shows as: So it has been logged - responded to and Resolved and closed - Response time is reporting correctly however when i run a report for these figures it is showing a Resolution time of 115200 which is about 1920 Minutes, which equates to 32 hours? Now from what I can see from when it was logged to when it was resolved from the call itself it only took 5 hours 49-50ish minutes? so why on earth is it reporting as 32 hours? Please also note that @ 9.04am it was raised from a p3 to a p1 is it getting confused because of this? please help!
  11. Hi all, With the addition of time logging on requests we are really diving into this part of Hornbill, and we noticed a little thing we would prefer be handled differently. Whenever you start a timer on let's say the Update tab within a request and for some reason the agent switches to another tab (let's say the Callback tab) the timer on the Update tab gets reset. Would it be possible to have this by the agent explicitly enabled timer not reset on switching to another tab? Thanks in advance, Alex
  12. There only appears to be BPM nodes to start and stop the Response/Resolution timers. Is there anyway to put the incident OnHold or Pause the timers as an automated task rather than having to put a Human Task, instructing the owner to do it manually? Cheers Martyn
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