Rohit Govind Posted March 26, 2018 Share Posted March 26, 2018 Hi, Since I updated to the latest version of Service Manager this morning our INC and SR BPM's are no longer applying our Response and resolution targets. We have Start Response/Resovle timers configured. Has anyone else noticed this yet or is this isolated to our environment? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 26, 2018 Share Posted March 26, 2018 @Rohit Govind We are running SM build 1190 and our timers appear to be working okay, though we are using the new Service Level Management ones rather than the original Priority based Service Levels. Hope you get to the bottom of the issue. Cheers Martyn Link to comment Share on other sites More sharing options...
David Hall Posted March 26, 2018 Share Posted March 26, 2018 Hi @Rohit Govind Can you confirm if it is the original priority based service levels that you are using? Kind Regards, Dave. Link to comment Share on other sites More sharing options...
Rohit Govind Posted March 26, 2018 Author Share Posted March 26, 2018 How can I check this? Link to comment Share on other sites More sharing options...
David Hall Posted March 26, 2018 Share Posted March 26, 2018 @Rohit Govind If you open the Service Manager -> Service link from the home menu, you should see the tab for configuring your service levels... is the tab you use for configuration named "Service Levels" or "Service Level Agreements" ? Regards, Dave. Link to comment Share on other sites More sharing options...
Rohit Govind Posted March 26, 2018 Author Share Posted March 26, 2018 Service Levels Thanks Rohit Link to comment Share on other sites More sharing options...
David Hall Posted March 26, 2018 Share Posted March 26, 2018 Thanks @Rohit Govind Yes that would indicate you are on the original priority based timers, I'm just reviewing your log files and I'll update you shortly. Regards, Dave. Link to comment Share on other sites More sharing options...
Rohit Govind Posted March 26, 2018 Author Share Posted March 26, 2018 Ok thank you. Link to comment Share on other sites More sharing options...
David Hall Posted March 26, 2018 Share Posted March 26, 2018 Hi @Rohit Govind Apologies for the inconvenience, I've reviewed the logs and identified an issue with a recent fix to service levels which has had an unexpected knock on affect in this case. I will have this fixed in the next build which will be pushed out as soon as possible, but as a workaround, in the meantime, you may wish to change the following service manager setting in the admin tool to "off" which will force the system to use the priority based timers. guest.app.view.ITSM.serviceDesk.enableSLM Kind Regards, Dave Link to comment Share on other sites More sharing options...
Rohit Govind Posted March 26, 2018 Author Share Posted March 26, 2018 Hi David, Thanks for your response. I've switched the setting off as recommended for the meantime. Look forward to your response for the fix. 1 Link to comment Share on other sites More sharing options...
David Hall Posted March 27, 2018 Share Posted March 27, 2018 Hi @Rohit Govind An update of Service Manager has just been made available and this contains the fix for this issue should you want to update and check it out, to confirm it has worked you will need to switch the enableSLM setting back to "On" Kind Regards, Dave Link to comment Share on other sites More sharing options...
Rohit Govind Posted March 27, 2018 Author Share Posted March 27, 2018 Hi David, I will get this tested first thing tomorrow and let you know how I get on. Thanks you Rohit. Link to comment Share on other sites More sharing options...
Rohit Govind Posted March 28, 2018 Author Share Posted March 28, 2018 Hi David, I've applied the update, switched the enabled SLM back on and tested and its all working correctly. Thank you for you help and swift response in getting this fixed. Regards, Rohit. Link to comment Share on other sites More sharing options...
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