Jump to content

Search the Community

Showing results for tags 'resolution timer'.

  • Search By Tags

    Type tags separated by commas.
  • Search By Author

Content Type


Forums

  • Hornbill Platform and Applications
    • OpenForWork
    • Announcements
    • Blog Article Discussions
    • General Non-Product Discussions
    • Application Beta Program
    • Collaboration
    • Employee Portal
    • Service Manager
    • IT Operations Management
    • Project Manager
    • Supplier Manager
    • Customer Manager
    • Document Manager
    • Timesheet Manager
    • Live Chat
    • Board Manager
    • Mobile Apps
    • System Administration
    • Integration Connectors, API & Webhooks
    • Performance Analytics
    • Hornbill Switch On & Implementation Questions
  • About the Forum
    • Announcements
    • Suggestions and Feedback
    • Problems and Questions
  • Gamers Club's Games
  • Gamers Club's LFT

Find results in...

Find results that contain...


Date Created

  • Start

    End


Last Updated

  • Start

    End


Filter by number of...

Joined

  • Start

    End


Group


Organisation


Location


Interests


AIM


MSN


Website URL


ICQ


Yahoo


Jabber


Skype

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. Hi We are currently looking to improve our incident business process. We utilise activities to capture why an incident has breached, using 6 outcomes (e.g. third party fix, delayed assignment etc.) and an additional "Reason" box to gather further info. Our current process is configured to allow the analyst to resolve a breached incident, prior to completing the breach activity. If the breach activity isn't completed, it will expire after a set time. The concern with this, is that the incident doesn't change from "Resolved" to "Closed" until after that breach activity is completed (the auto-close function is set to 5 days, therefore it won't close until the activity has been completed PLUS the 5 days). Is it possible - at the point the analyst presses "Resolve" after completing their resolution text/category - the system auto-generates a breach activity. This activity must then be completed by the analyst before they are able to resolve the incident fully. I am aware that at this point the actual resolution timers won't have been marked. If there was a mechanism to calculate whether or not at that point the fix time had been met, it could prompt the analyst as outlined above. This would also prevent the auto-close of the request (as mentioned above) being any longer than 5 days. I welcome any thoughts/suggestions with regards to this. Lauren
×
×
  • Create New...