Timer - New options to Pause and Un- Pause by BPM Node

[Martyn Houghton]

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

 

[James Ainsworth]

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

[Martyn Houghton]

@James Ainsworth

Thanks for advising it is under consideration.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

Can you advice on the current position with this proposed change?

Cheers

Martyn

[James Ainsworth]

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

[Martyn Houghton]

@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

[Martyn Houghton]

@James Ainsworth

Is there any progress on this change?

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

This is still in our backlog. 

Regards,

James

[Martyn Houghton]

@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

[Martyn Houghton]

@James Ainsworth

Is there any progress on this moving near to the top of the backlog?

Cheers

Martyn

[HHH]

+1 to bump it in the backlog a bit. It would help SLA reporting for requests that are re-opened

[James Ainsworth]

Hi Martyn.  It's still in our backlog for the moment.  HHH, I've added you to the change.  

[Martyn Houghton]

@James Ainsworth

Thanks for the update. Hopefully this will move forward up the queue.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

Any further update on this? 

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

No update at the moment.

Regards,

James

[Martyn Houghton]

@James Ainsworth

Can I confirm the change referenced on Service Manager Coming Soon page, CH00157194, include the scope of our enhancement above?

Cheers

Martyn

[James Ainsworth]

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.  

[Martyn Houghton]

@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

[Martyn Houghton]

@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

[Martyn Houghton]

@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

[James Ainsworth]

Provided that there are no issues found through our release process, this may be available by the end of next week.

[Martyn Houghton]

@James Ainsworth

That's great news.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

I just wanted to let you know that the feature discussed here is now available.  I hope this helps.

Kind regards,

James

[Martyn Houghton]

@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

[David Hall]

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.