chriscorcoran Posted May 15, 2019 Posted May 15, 2019 In our business process we set our response SLA to be met once its been assigned to an analyst and they complete the updated customer activity. People always forget to complete the activity or fail to assign it but do contact the customer, which means analysts often miss the response SLA. Is there a way to make it so that the first email sent externally to the customer would trigger the SLA response met? Or can someone suggest a better way, or what they do for response SLA.
Victor Posted May 15, 2019 Posted May 15, 2019 One solution would something along the lines of locking down relevant actions on a request (such as emailing, assign) while the update customer task is active... basically, the only options for the analyst is to action on the task first. Once the update customer task is completed you can then unlock the actions allowing analysts to email and do other things as pre your current processes...
Michael Sharp Posted May 20, 2019 Posted May 20, 2019 On 5/15/2019 at 1:18 PM, Victor said: One solution would something along the lines of locking down relevant actions on a request (such as emailing, assign) while the update customer task is active... basically, the only options for the analyst is to action on the task first. Once the update customer task is completed you can then unlock the actions allowing analysts to email and do other things as pre your current processes... I agree - this is how I've configured ours
chriscorcoran Posted June 18, 2019 Author Posted June 18, 2019 Many thanks for the suggestion @Michael Sharp @VictorI have attempted to lock down the actions which does grey them out but I can still click on them and fill complete them. Do you know what I need to change in order to stop people bypassing. So in my test, i'm locking all actions apart from email. You can see I can still click on the resolution.
Michael Sharp Posted June 18, 2019 Posted June 18, 2019 6 minutes ago, chriscorcoran said: Many thanks for the suggestion @Michael Sharp @VictorI have attempted to lock down the actions which does grey them out but I can still click on them and fill complete them. Do you know what I need to change in order to stop people bypassing. So in my test, i'm locking all actions apart from email. You can see I can still click on the resolution. You are an administrator so therefore you are able to bypass this. Have you tried this as a standard agent?
chriscorcoran Posted June 18, 2019 Author Posted June 18, 2019 @Michael Sharp doh!, I always forget Thats sorted it. Thanks
Victor Posted June 18, 2019 Posted June 18, 2019 @Michael Sharp @chriscorcoran just to clarify. Is not necessarily the administrator (I think by this you mean service desk administrator, not admin account). "Full User" roles can bypass this: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow Quote: Only users with the appropriate application right (update locked requests) will be able to modify the details or use an Action once locked. This right has been added to the following roles: Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access, and Service Desk Admin
chriscorcoran Posted June 18, 2019 Author Posted June 18, 2019 @Victor makes sense. I may have to check what the teams have.
chriscorcoran Posted June 24, 2019 Author Posted June 24, 2019 is there a way to lock stop the clock as well (pause) ?
Victor Posted June 24, 2019 Posted June 24, 2019 @chriscorcoran you mean pause the SLA timer? Only by putting the request On Hold, there is no other alternative currently to pause the SLA timer. 1
Michael Sharp Posted June 27, 2019 Posted June 27, 2019 You can use the BPM to control on-hold/in progress as a request status too 1
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now