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Priority Times


Michael Sharp
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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:

image.png.1b9b6facf002abc526ae6a506dfa31da.png

Regards,

Mike.

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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.

image.png

Let us know if that helps.

Regards,

James

 

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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.

image.png

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.

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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.

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