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Request Import Utility - Service Level and Timers


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Hi @Martyn Houghton,

This is done via the BPM. Once a request imported, if the request has a Service against it then the BPM defined against the Service BPM is spawned for the request. In that BPM, when a Start Timers node is reached the code goes and works out the Service Level from the Service assigned to the request, as well as the Service Level Rules (and relevant request data), then populates appropriate timers.

Cheers,
Steve

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@Martyn Houghton

Yeah that's how it'll work I'm afraid, there's no way currently to add that time to newly created timers for the imported requests. I'm not sure it's even possible to start a timer in the past (so from the log date of the original request being imported), it'd probably need changes to both the application and platform so certainly won't be a quick fix... And that still wouldn't cater for time that the request has already spent on hold :( 

I'll mull it over and discuss internally to see if there's something that we can do.

Cheers,
Steve

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