Request Import Utility - Service Level and Timers

[Martyn Houghton]

@Steve G

With reference to the "Request Import Utility", I can see there is a mapping for Priorities, but how do we map Service Levels and also populate/set timers?

Cheers

Martyn

[Steve G]

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

[Martyn Houghton]

@Steve G

So the SLA timers will start from a fresh (if started in the BPM) when the case is loaded back if it is an open one and there is no ability to 'seed' these timers with time spent open and on hold?

Cheers

Martyn

[Steve G]

@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