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Found 5 results

  1. 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
  2. Is there a way when adding an email to a request from the mailbox to automatically re-open the request?
  3. I have written a widget to show me calls resolved for the previous month (nov) for a specific team with columns for Priority, Month Avg Response time, Avg Resolve Time , Avg Hold time and ticket count. This is working fine however i would like it to include Closed calls as some of our calls close without a response or resolve time (quick closures) The SQL i have for the widget currently is SELECT h_fk_priorityname AS Priority, monthname( h_dateresolved) month, concat(lpad(floor(avg(h_responsetime)/3600),2,'0'),':',floor(mod(avg(h_responsetime),3600)/60)) as 'Avg Response', concat(lpad(floor(avg(h_fixtime)/3600),2,'0'),':',floor(mod(avg(h_fixtime),3600)/60)) as 'Avg Resolve', concat(lpad(floor(avg(h_totalonholdtime)/3600),2,'0'),':',floor(mod(avg(h_totalonholdtime),3600)/60)) as 'Avg OnHold', COUNT(h_pk_reference) AS Tickets FROM h_itsm_requests WHERE (h_status= 'status.closed' OR h_status= 'status.resolved') AND (h_fk_priorityname NOT LIKE 'PM%') AND (h_fk_priorityname NOT LIKE 'R99%') AND ((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) OR (month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate()))) AND (h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/SRVRAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/STRGBKUP/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/APPDEL/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/DOMAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/EXCHNG/') GROUP BY month(h_dateresolved), h_fk_priorityname This works however when i try to add in the ClosedBy bit it fails SELECT h_fk_priorityname AS Priority, monthname( h_dateresolved) month, concat(lpad(floor(avg(h_responsetime)/3600),2,'0'),':',floor(mod(avg(h_responsetime),3600)/60)) as 'Avg Response', concat(lpad(floor(avg(h_fixtime)/3600),2,'0'),':',floor(mod(avg(h_fixtime),3600)/60)) as 'Avg Resolve', concat(lpad(floor(avg(h_totalonholdtime)/3600),2,'0'),':',floor(mod(avg(h_totalonholdtime),3600)/60)) as 'Avg OnHold', COUNT(h_pk_reference) AS Tickets FROM h_itsm_requests WHERE (h_status= 'status.closed' OR h_status= 'status.resolved') AND (h_fk_priorityname NOT LIKE 'PM%') AND (h_fk_priorityname NOT LIKE 'R99%') AND ((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) AND ((h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/SRVRAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/STRGBKUP/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/APPDEL/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/DOMAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/EXCHNG/') OR (h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/SRVRAD/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/STRGBKUP/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/APPDEL/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/DOMAD/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/EXCHNG/'))) GROUP BY month(h_dateresolved), h_fk_priorityname Adding the h_closedby_team_id bit is working fine but im struggling to get this bit to work with closed aswell ((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) I have tried (((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) OR ((month(h_dateclosed) = (Month(CURDATE()) - 1) and year(h_dateclosed)=year(curdate())) ) Aswell as (((month(h_dateresolved) OR month(h_dateclosed)) = (Month(CURDATE()) - 1)) and ((year(h_dateresolved) OR year(h_dateclosed)) =year(curdate()))) but they are not working, i imagine something is wrong in my code but i dont know what? Does anyone have any ideas? Hayley.
  4. Is there a way to run a report to tell me exactly how many calls a user has closed and resolved on a specific day. We run a report for calls resolved monthly, which gives us a total of each users resolved calls between a month period. Which is done like so: However if I wanted to see a combined total of calls resolved or closed within a month how would I go about doing this, This is so we can get a true value of how many calls are worked by user by day? Thanks Hayley.
  5. Good afternoon, We have had a number of calls resolved without a resolution category, is there and way to make this option mandatory? and if so where do I need to go to look for it? I cannot see anything under business processes and progressive capture? Am I missing something? - I have added a picture showing that the Request resolved Set check list item node is mandatory, this is the only place I can think of? Many thanks Hayley.
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