Steve Giller Posted November 16, 2017 Share Posted November 16, 2017 I have a Suspend:Wait For Priority node, followed by a Get Request Details node, followed by an Update Service Level node - but the Service Level is not being assigned. I've attached the BPM (the update is in Stage 1) in case there's an error in there. The process worked in testing under a different Service, but not since I moved it to the live service although the SLAs are linked to both. dc-it-incident.bpm.txt Link to comment Share on other sites More sharing options...
Victor Posted November 16, 2017 Share Posted November 16, 2017 @DeadMeatGF I don't know your SLA rules but, is there any criteria configured which will match a service level when "Start Response Timer" is reached? You would need this... I have explained this in some detail in this forum thread https://community.hornbill.com/topic/11616-response-timer/ : "Start Response Timer" should create a start time and a target time... but it can only do this IF it can find an SLA and SL (service level) matching current SLA rules... Also, the first node, "Update SLA" ... without any timer started it won't do anything so you might as well remove it... Link to comment Share on other sites More sharing options...
Steve Giller Posted November 16, 2017 Author Share Posted November 16, 2017 Currently there is an SLA of "IT Incoming" which matches when there is no priority - that part works fine, it is assigned and the Response & Resolution targets appear. It's after the Suspend:Wait for Priority that the new SLA is not applied. This worked when I had it running in our Testing Service, and the same method works for our Facilities Service, not sure where I've messed this one up :/ Link to comment Share on other sites More sharing options...
Victor Posted November 16, 2017 Share Posted November 16, 2017 @DeadMeatGF do you see the timeline update for "Update SLA" node? The one where you have a custom note "Priority changed to..."? Trying to see if the BP actually ran through that node... Link to comment Share on other sites More sharing options...
Steve Giller Posted November 16, 2017 Author Share Posted November 16, 2017 @Victor it does - it triggers the two Set Check List Item nodes, which it can only get to by going through the Update Service Level node! Should there be a delay from publishing a BP to the next call picking the new version up, as (I've not checked yet) I may have heard that the new process is starting to be applied on the most recent calls? Link to comment Share on other sites More sharing options...
Steve Giller Posted November 16, 2017 Author Share Posted November 16, 2017 @Victor Oddly this seems to have settled down and is working as expected. The only thing that has changed is that I found an error where the rules erroneously assigned a 2-Day SLA to both 2- & 3-Day priorities. Don't know if that caused a problematic clash, but all appears well currently. Link to comment Share on other sites More sharing options...
Victor Posted November 16, 2017 Share Posted November 16, 2017 36 minutes ago, DeadMeatGF said: Should there be a delay from publishing a BP to the next call picking the new version up Once a BP version has been published the next call logged will have this BP version running... no delay. Can you give me some request references where the SLA did not update, I want to check the logs and see if there is an error or something which might explain it... Something must have happened, code does not fix by itself Link to comment Share on other sites More sharing options...
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