Resolve by dates not calculating as expected

[Geoff Soper]

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

[David Hall]

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

[Geoff Soper]

Thanks for replying Dave - rules are configured as below.

[David Hall]

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.

[Geoff Soper]

I'll have a look now - thanks for the update

[Geoff Soper]

Please see screenshot below of the settings for the 'Start Resolve Timer'

Do I add the following ?

[David Hall]

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

[Geoff Soper]

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

[David Hall]

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.

[Geoff Soper]

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

 

[David Hall]

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

[Geoff Soper]

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

[David Hall]

Hi Geoff,

Yes as long as it is after your "Wait for Incident Priority" node then it should match the rules correctly.

Regards,

Dave

[Victor]

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

[Geoff Soper]

That's fine, thank you both for the analysis - I never make any changes on a Friday :-) 

[Victor]

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!

[Geoff Soper]

Hi Victor - any progress on this? Thanks

[Victor]

@Geoff Soper - hopefully I will have something later today

[Geoff Soper]

@Victor any progress with this issue? thanks

[Geoff Soper]

@Victor any progress with this issue? thanks