neilcg Posted September 10, 2019 Share Posted September 10, 2019 Can someone please help to explain what we are seeing here? Some incidents are showing the response and resolve timers but most are not. Also the h_fixtime field is not being populated in the database on those that are not showing the timers. See screenshots for illustration 1 Link to comment Share on other sites More sharing options...
Steven Cotterell Posted September 10, 2019 Share Posted September 10, 2019 @neilcg, it could be something to do with the ticket being 'Paused'. I've seen that Targets that are not yet completed do not show when paused. Link to comment Share on other sites More sharing options...
neilcg Posted September 10, 2019 Author Share Posted September 10, 2019 Hi @Steven Clarkson, The ticket isn't paused. That's the "button" to pause it. If it was paused, that would say "Resume" thanks Neil Link to comment Share on other sites More sharing options...
Steven Cotterell Posted September 10, 2019 Share Posted September 10, 2019 @neilcg - Sorry, should have also spotted the status of 'Open'. Not sure then. That was my first thought. Cheers. Link to comment Share on other sites More sharing options...
neilcg Posted September 10, 2019 Author Share Posted September 10, 2019 @Steven Cotterell, thanks anyway! 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 10, 2019 Share Posted September 10, 2019 @neilcg Can you provide a screenshot of your BPM workflow where the response and resolution timers are started, as from your description the Service Level is being set by the timers are not being started. Cheers Martyn Link to comment Share on other sites More sharing options...
neilcg Posted September 10, 2019 Author Share Posted September 10, 2019 Here you go @Martyn Houghton Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 10, 2019 Share Posted September 10, 2019 @neilcg From looking at the workflow you are starting the timers before you setting the priority. What rules due you have in the Service Level Agreement which the will be evaluated when your start the timers? Cheers Martyn Link to comment Share on other sites More sharing options...
neilcg Posted September 10, 2019 Author Share Posted September 10, 2019 @Neil Smith Link to comment Share on other sites More sharing options...
Neil Smith Posted September 10, 2019 Share Posted September 10, 2019 Thanks @Martyn Houghton We've tried adding in the Re-evaluation of the Service Level automation process after the Incident Prioritised checkpoint, and moved the Mark Response Timer after the status has been set to Open, but that hasn't fixed the issue unfortunately. Do you have any further suggestions that may help? Many thanks, Neil Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 11, 2019 Share Posted September 11, 2019 @Neil Smith, @neilcg Could you add a screenshot of the rules and there conditions you have setup in the Service Level Agreement, so we can check it not getting confused at the evaluation stage. Cheers Martyn Link to comment Share on other sites More sharing options...
neilcg Posted September 11, 2019 Author Share Posted September 11, 2019 @Martyn Houghton Hi Martyn, thanks to your pointer, we've managed to get it working by resequencing the nodes in the BPM. Thanks for your help Neil Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 11, 2019 Share Posted September 11, 2019 @neilcg Glad you got it sorted. Cheers Martyn Link to comment Share on other sites More sharing options...
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