Martyn Houghton Posted August 26, 2019 Share Posted August 26, 2019 Would it be possible to have additional options added to the entity 'Timer' node to allow the manual pausing and unpausing of the Response and Resolution in the BPM, so that this can be controlled by workflow so having the option to control this outside of the automated status change process. Related to my earlier post link below. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 27, 2019 Share Posted August 27, 2019 Hi Martyn, We do happen to have a change in our backlog for this. It's not currently scheduled but we will update this post once it progresses. I'll add you to the change. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 28, 2019 Author Share Posted August 28, 2019 @James Ainsworth Thanks for advising it is under consideration. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 26, 2019 Author Share Posted November 26, 2019 @James Ainsworth Can you advice on the current position with this proposed change? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 26, 2019 Share Posted November 26, 2019 Hi Martyn, This isn't currently scheduled for development. I'll continue to review this change and let you know once it progresses. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 27, 2019 Author Share Posted November 27, 2019 @James Ainsworth Thanks. Given that we can disable the automatic stopping of the SLA timers when using the Resolve Timers, having the ability to pause it means that we can then use the customer confirmation buttons in the portal to allow the request to un-pause the Resolve Timer, without the need to re-open the ticket. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 4, 2020 Author Share Posted February 4, 2020 @James Ainsworth Is there any progress on this change? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 4, 2020 Share Posted February 4, 2020 Hi Martyn, This is still in our backlog. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 5, 2020 Author Share Posted February 5, 2020 @James Ainsworth Thanks for the update. Hopefully this will progress soon as it is not possible to use the 'Resolve' actions in the portals for the end user/customer to confirm the issue is indeed resolved whilst pausing the SLA timer, so if they advise it is not, the SLA does not have to be reset, just un-paused. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 25, 2020 Author Share Posted March 25, 2020 @James Ainsworth Is there any progress on this moving near to the top of the backlog? Cheers Martyn Link to comment Share on other sites More sharing options...
HHH Posted March 25, 2020 Share Posted March 25, 2020 +1 to bump it in the backlog a bit. It would help SLA reporting for requests that are re-opened 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 25, 2020 Share Posted March 25, 2020 Hi Martyn. It's still in our backlog for the moment. HHH, I've added you to the change. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 26, 2020 Author Share Posted March 26, 2020 @James Ainsworth Thanks for the update. Hopefully this will move forward up the queue. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 21, 2020 Author Share Posted May 21, 2020 @James Ainsworth Any further update on this? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 22, 2020 Share Posted May 22, 2020 Hi Martyn, No update at the moment. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 1, 2020 Author Share Posted September 1, 2020 @James Ainsworth Can I confirm the change referenced on Service Manager Coming Soon page, CH00157194, include the scope of our enhancement above? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 2, 2020 Share Posted September 2, 2020 On 8/26/2019 at 5:47 AM, Martyn Houghton said: to allow the manual pausing and unpausing of the Response and Resolution in the BPM I"m unclear on what you mean by 'manual' in this statement. The highlighted change is looking to add some functionality in the BPM which is an automated action. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 3, 2020 Author Share Posted September 3, 2020 @James Ainsworth "manual" in the context we want to be able to use the BPM to pause and unpause the Service Level Timers based on outcomes selected in our work flow from a human task. Hence the reference to manual. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 5, 2021 Author Share Posted January 5, 2021 @James Ainsworth CH00163457 is showing as completed and released, but I have not been able to locate it in any of the recent Service Manager announcements. Can you confirm which version it was released under and are they any details on the new node, as I am not able to locate it as a Tash under Application > Timer? Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 5, 2021 Author Share Posted January 5, 2021 @James Ainsworth Sorry got my numbers mixed up. CH00157194 is the one related to pausing the timer and this is still showing in progress. Is there any idea on the timescale for potential release? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 5, 2021 Share Posted January 5, 2021 Provided that there are no issues found through our release process, this may be available by the end of next week. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 6, 2021 Author Share Posted January 6, 2021 @James Ainsworth That's great news. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 18, 2021 Share Posted January 18, 2021 Hi Martyn, I just wanted to let you know that the feature discussed here is now available. I hope this helps. Kind regards, James 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 19, 2021 Author Share Posted January 19, 2021 @James Ainsworth Thanks will be a great help. Thought the release announcement has some details on the settings to control the automatic behaviours, this does not seem to be documented on the linked wiki page, on the new BPM options are listed. Can the documentation be updated to provide more details on the settings and how they interact with the new BPM operations? Service level resolution timer in a Request can now be paused after the Request's status is resolved. The resolution timer can be paused and resumed automatically via "app.request.pauseResolutionTimerOnResolve", "app.request.resumeResolutionTimerOnReopened" and "app.request.stopResolutionTimerOnClose" application settings. Alternatively, to control this behaviour via a process "Application > Timer > Pause Resolution Timer" and "Application > Timer > Resume Resolution Timer" Hornbill Automation tasks can be used. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Thanks Martyn 1 Link to comment Share on other sites More sharing options...
David Hall Posted January 25, 2021 Share Posted January 25, 2021 Hi @Martyn Houghton Thanks for feeding that back, I'll speak to James regarding the best location to place the information you mentioned. I suspect we'll place in somewhere with a link from the nodes page here. The information I plan to add will be as follows: Pausing/Resuming/Stopping the Resolution timer By default the settings are configured to provide no change to existing behaviour whether you use BPM or settings to control timer resolution The settings provided to pause or stop the resolution timer when resolving a request are as follows: app.request.pauseResolutionTimerOnResolve (Default OFF) app.request.resumeResolutionTimerOnReopen (Default OFF) app.request.stopResolutionTimerOnResolve (Default ON) app.request.stopResolutionTimerOnClose (Default OFF) For those using settings to control resolution timers: You should choose the relevant settings to meet your needs, but note that app.request.stopResolutionTimerOnResolve will take precedence over app.request.pauseResolutionTimerOnResolve so ensure only the one you want to use is enabled For those using BPM nodes to control resolution timers: If you are using BPM nodes to control resolution timers the four settings above should all be turned off; If any settings are enabled then they will take precedence over BPM actions. To enable pause/resume of a resolved request you can add the Timer > Pause Resolution Timer or Timer > Resume Resolution Timer BPM nodes as required in your BPM process. If you have any feedback or if there is anything unclear then let me know and I can make any suitable adjustments. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
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