Odd response timer behaviour

[chrisnutt]

Hi,

I'm noticing some odd response behaviour on some of our requests. For example, we have an incident with a medium priority. The medium priority should have a response time of 4 hours, which it does when I look at it. However, it says it failed after 2 hours. Looking at the amend service level on that incident (attached) I can see it has got two response times. One is two hours, so it makes sense that it failed on the earlier one however that is a completely phantom service level as far as I can make out. I am also seeing these phantoms on high priority incident and major incident service levels

We are having a push on getting our response levels up to as close to 100% as possible and things like this are, during report review time, at best embarrassing.

For anyone at Hornbill wanting to check the request in question is IN00072015 but I think it is happening to others too.

Any ideas?

Thanks

 

[Victor]

@chrisnutt indeed, for some (yet unknown) reason, the "It Standard" - "Medium Priority Incident" has 2 response timers... one for 2 hours and one for 4 hours (this one visible in the UI). The 2 hours one is the "phantom" one and the reason why the issue occurs... Having 2 response timers configured on an SL is or should be an impossible scenario, I need to have a look and see how I can fix this and then see how this could have happened...

[chrisnutt]

Thanks @Victor

I have my monthly review with the Head of IT and Finance Director on Thursday morning. It would be really good to have an explanation for this - even if it is something I've done wrong (from their point of view, especially if I've done something wrong I'd expect!). I understand if not though, just looking to have my expectations set I guess.

Chris

[Victor]

10 minutes ago, chrisnutt said:

even if it is something I've done wrong (from their point of view, especially if I've done something wrong I'd expect!)

@chrisnutt no,  don't think you done something wrong, it's most likely a defect in Hornbill...  still investigating. I think I can fix the underlying issue quite quickly, however, I still don't have an answer on how this happened... so if the issue is rather urgent I should be able to fix it today...

 

As a side note, regarding expectations.... https://community.hornbill.com/topic/10323-need-a-guaranteed-response-to-an-unanswered-forum-post/  . And as another side note, you are subscribed to Premier Success plan  

 

[Victor]

4 hours ago, Victor said:

so if the issue is rather urgent I should be able to fix it today...

@chrisnutt haven't done anything yet, waiting for your confirmation...  

[chrisnutt]

Sorry @Victor

I have gone through the data and added correction details that I'll talk through with our Director and Head of Department. So there is no immediate urgency. Ideally, it would be good to resolve before the end of the month.

Chris

[Victor]

@chrisnutt I have sent you an email with some details of the issue...