Michael Sharp Posted January 31, 2018 Share Posted January 31, 2018 Hi all, Appreciate I may have missed something obvious here but my resolution times against my priorities appear not to be working properly. For example, my P1 has a 30 minute SLA but the time below indicates a very different schedule: Regards, Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 31, 2018 Share Posted January 31, 2018 Hi Mike, Are you comparing the Logged On date to the Resolution Target? The start of the timer for the Resolution Target does not necessarily tie in with the Logged On date/time. This will depend on where you have this in your BPM Workflow. Like in this workflow, it has been set up to fulfil the response first and only after that does the resolution timer start. However, you could have them both start as soon as the request is raised if you wish. Let us know if that helps. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 31, 2018 Author Share Posted January 31, 2018 11 minutes ago, James Ainsworth said: Hi Mike, Are you comparing the Logged On date to the Resolution Target? The start of the timer for the Resolution Target does not necessarily tie in with the Logged On date/time. This will depend on where you have this in your BPM Workflow. Like in this workflow, it has been set up to fulfil the response first and only after that does the resolution timer start. However, you could have them both start as soon as the request is raised if you wish. Let us know if that helps. Regards, James Hi James, The entirety of my BPM before the resolution start is automated i.e. send an email notification, set a team, set a priority then start the timer. Will review a few more and double check this however! Thanks and regards, Mike. Link to comment Share on other sites More sharing options...
Steven Boardman Posted February 1, 2018 Share Posted February 1, 2018 @Michael Sharp just looking at the log date, the 28th was Sunday, are weekends included in the working time calendar which the SLA is using? it may not explain it all but if the WTC have a bearing here? Link to comment Share on other sites More sharing options...
Michael Sharp Posted February 1, 2018 Author Share Posted February 1, 2018 10 hours ago, Steven Boardman said: @Michael Sharp just looking at the log date, the 28th was Sunday, are weekends included in the working time calendar which the SLA is using? it may not explain it all but if the WTC have a bearing here? Hi Steven, Not sure. I do have a 9-5 WTC however my P1 is 30 minutes? Mike. Link to comment Share on other sites More sharing options...
Victor Posted February 1, 2018 Share Posted February 1, 2018 @Michael Sharp the request where you noticed this behavior was logged on 28/01 (outside SLC) so the timers start running on 29/01 (during SLC). However, the request was also on hold until 09:41 (the timers are not running during on hold). 09.41 + 30m makes up to the 10.11 target time. Link to comment Share on other sites More sharing options...
Michael Sharp Posted February 13, 2018 Author Share Posted February 13, 2018 I've now figured this out - turns out 1 day actually means 24 hours (which split across my WTCs is 3 days). I've adjusted the SLAs so they are 8 hours for 1 day and 16 hours for 2 days instead. Very misleading however. Regards, Mike. Link to comment Share on other sites More sharing options...
Victor Posted February 13, 2018 Share Posted February 13, 2018 @Michael Sharp good news ... However, I am not sure how the SLA adjustment affects the issue you described? Regarding SLA timers configuration, yes, I agree it might not be described properly on our wiki. I have tried to explain the method on the forums, here is the most recent post I found: Link to comment Share on other sites More sharing options...
Michael Sharp Posted February 14, 2018 Author Share Posted February 14, 2018 Thanks @Victor, similar query but I'd not reported my other woes! Link to comment Share on other sites More sharing options...
Victor Posted February 14, 2018 Share Posted February 14, 2018 @Michael Sharp ah, I understand I was afraid I missed something there Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now