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Response Time not met - even though criteria met


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We have received an error for a Service Request raised (SR00013424) -  the category has been set, Priority set and assigned to an analyst which means our Response category has been met, however it's still showing as outstanding

 Error Details

Xmlmc method invocation failed for BPM invocation node 's1/flowcode-0662bce6-5eed-e778-16ef-3a19f8deee50': 0200 apps suspendPriority FlowCode Exception (com.hornbill.servicemanager/en...
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