Geoff Soper Posted November 22, 2018 Share Posted November 22, 2018 Please see attached screen shots. Call set at Priority 6 - 5 days response and 30 days resolution, but the resolution set to the 2 hours after - so it looks at though this is picking up the 'Initial Service Level' - how do I resolve - thanks Service Manager Forum - 1.docx Link to comment Share on other sites More sharing options...
David Hall Posted November 22, 2018 Share Posted November 22, 2018 (edited) HI Geoff Thanks for the post. I just wanted to check whether you had configured the rules that determine which SL should be picked up by the request? If not then there are details here https://wiki.hornbill.com/index.php/Service_Level_Rules_Builder on how to do this. If you have configured the rules but are still having problems then let me know. Kind Regards, Dave. Edited November 23, 2018 by Victor Removed username mention as it contained an email address Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 22, 2018 Author Share Posted November 22, 2018 Thanks for replying Dave - rules are configured as below. Link to comment Share on other sites More sharing options...
David Hall Posted November 22, 2018 Share Posted November 22, 2018 Hi Geoff, So the only way you should end up with the "Initial Service Level" is if none of the previous rules are matched. So at the point of the BPM where you have used the "Start Resolve Timer" task, is the priority value you are checking correctly set to match one of the rules? Just as a confirmation, currently this check is only done when that node is called to start the timers, if you subsequently change the priority etc it will not currently alter the chosen SL, this is coming out in our next update. Regards, Dave. Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 22, 2018 Author Share Posted November 22, 2018 I'll have a look now - thanks for the update 1 Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 22, 2018 Author Share Posted November 22, 2018 Please see screenshot below of the settings for the 'Start Resolve Timer' Do I add the following ? Link to comment Share on other sites More sharing options...
David Hall Posted November 22, 2018 Share Posted November 22, 2018 Hi Geoff, So just to confirm, before the above BPM node is hit, you have already set a priority e.g. by selection during your logging process or by using the "Suspend Wait for Priority" BPM node? Maybe worth just showing me the details from one of those rules that is not being met as well. Dave Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 23, 2018 Author Share Posted November 23, 2018 Dave, The priority is not set via the BPM process - this is a manual step along with category and assigning the call - when these 3 steps have been completed the response target is set and the the resolve time is calculated, which is where our issue is. Thanks Geoff Link to comment Share on other sites More sharing options...
David Hall Posted November 23, 2018 Share Posted November 23, 2018 Hi Geoff, Would you be able to show me one of the rules you have created that is failing just so I have an idea of what you have configured? Many thanks, Dave. Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 23, 2018 Author Share Posted November 23, 2018 Dave, This is an example of one of the rules - my team didn't create any of the rules - this was part of the implementation provided by Hornbill. Thanks Geoff Link to comment Share on other sites More sharing options...
David Hall Posted November 23, 2018 Share Posted November 23, 2018 Hi Geoff, Sorry about the back and forth, can I confirm if in this case you are making selecting a priority mandatory as part of logging the request or are you manually setting the priority within the request details after it has been logged? From the screenshots you have provided the service level configuration looks correct, but it would appear that the "Start Resolution Timer" BPM node is being called before the priority is set on the request, if this is the case then I would check that I have a "Suspend -> Wait for Request Priority" node in my BPM process before the "Start Resolution Timer" node. This new node would ensure that the BPM waits until you have selected a priority, details can be found here https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow under the "Suspend" header where there is an entry for "Wait for Request Priority" Regards, Dave Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 23, 2018 Author Share Posted November 23, 2018 Dave, It is the latter. See BPM workflow below - to me it looks as though everything is logically in the right place, but it I need to move the Start Resolve Timer to later in the flow - thanks Link to comment Share on other sites More sharing options...
David Hall Posted November 23, 2018 Share Posted November 23, 2018 Hi Geoff, Yes as long as it is after your "Wait for Incident Priority" node then it should match the rules correctly. Regards, Dave Link to comment Share on other sites More sharing options...
Victor Posted November 23, 2018 Share Posted November 23, 2018 31 minutes ago, geoff.soper@ipo.gov.uk said: but it I need to move the Start Resolve Timer to later in the flow Dave, sorry to jump on this but there is a bigger picture you might not be aware of... Geoff, please do not make any changes just yet as you might break other logic implemented during the Switch On. If you "move the Start Resolve Timer to later in the flow" you will not have the resolve timer starting at the time the request is raised which means your resolve time might not reflect what you need, e.g. counting the time it takes to resolve from the moment the request was raised... Looking at the BP configuration any request at the time when they are raised will have "Initial Service Level". This is for starting the timers on request at the time the request is raised. Later, the request is prioritised at which point the service level is "re-evaluated" and at this point, it should recalculate the "correct" targets. It looks like the "Re-Evaluate Service Level" node did not do what it was intended to do and we need to have a look at why first... So, no changes to the process yet, please Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 23, 2018 Author Share Posted November 23, 2018 That's fine, thank you both for the analysis - I never make any changes on a Friday :-) Link to comment Share on other sites More sharing options...
Victor Posted November 23, 2018 Share Posted November 23, 2018 Ok great! I'll have a look and see exactly what happened and how we sort it out. Also, I have sent you a message please have a look when you have a chance, is important! Link to comment Share on other sites More sharing options...
Geoff Soper Posted November 28, 2018 Author Share Posted November 28, 2018 Hi Victor - any progress on this? Thanks Link to comment Share on other sites More sharing options...
Victor Posted November 28, 2018 Share Posted November 28, 2018 @Geoff Soper - hopefully I will have something later today Link to comment Share on other sites More sharing options...
Geoff Soper Posted December 12, 2018 Author Share Posted December 12, 2018 @Victor any progress with this issue? thanks Link to comment Share on other sites More sharing options...
Geoff Soper Posted January 3, 2019 Author Share Posted January 3, 2019 @Victor any progress with this issue? thanks Link to comment Share on other sites More sharing options...
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