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Found 2 results

  1. https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Hi, This forum was particularly helpful with another config change query I had, I was hoping to everyone's brains again? Request Timers; we've recently looked to apply this new enhancement via Application Settings, we have looked to pause the timer on resolve, restart the timer on re-open or end timer on close. We've however found that calls that have been resolved, though they appear as paused seem to also show as 'Timer ongoing' and don't seem to end on close. Our BPM's conditions for resolution timers are: • We do not mark the Resolve Timer as complete – it marks automatically when the call is resolved. • We have chosen to mark the response timer as complete when an analyst is assigned to the call. This is not the same as when the customer is contacted but does give us a measure of how quickly calls are picked up and assessed. Via the Application Settings i understand that only one of either pause on resolve or stop on close can be enable. Will we need to make changes to our BPM to be able to pause the timer on resolve and also have it continue if it gets reopened? Regards Rashid MKC
  2. Would it possible for the Search facility in the Application Search option to allow you to enter wildcards, as when you are first implementing the system you do not necessarily know the full name and therefore the setting prefix etc. Also, it would be really useful if the information pop ups for each setting where populated so that you know what the context and function of the setting is for. Cheers Martyn
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