enhanacement Update Request > Status - Option when setting to Resolved whether Resolve Timer is marked.

[Martyn Houghton]

At the moment when you use the 'Update Request > Status' node to set the status to 'Resolved' the system automatically also marks the 'Response' timer. Can we request that this is configurable as an option, as we would like to be able to set the request to Resolved but not mark the Timer until the request is Closed.

The aim of this change is to allow us to use the portal 'Resolved' action which ask the customer to confirm the resolution or advise it is still not working. This stage sets the status back to open so can be used in conjunction with the Suspend Node 'Await Status Change', to await expiry (i.e. no response from the customer) or confirmation either way. Then using the BPM we can return to trying to resolve the issue without having marked the Resolution Timer. Example workflow below.

 

This will of course need related change to the SLA calculation process to take the time whilst at a 'Resolved' status same way as being on hold.

This relates to our earlier post regarding the ability to save the Resolution Text and Closure category through the User Interface without having to set the request as resolved.

Cheers

Martyn

 

 

[Martyn Houghton]

@James Ainsworth

Just confirming that this is the setting you mentioned in our conversation, which will stop the timer from be marked when setting the status to Resolved.

If it is, I will give it a try. That will allow us to trigger the prompt in the Portal, but will mean that the timer is still running against us, which then brings us to the other post below about pausing a timer via the BPM which you mentioned is in the back log.
 

Cheers

Martyn

[James Ainsworth]

That's the one Martyn.  You would just need to have the request put on hold after it has been resolved while you wait for the customer to respond if the resolution has worked or not.