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Incident - Response/Resolition Completed


neilcg
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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

 

HSM not working.png

HSM working.png

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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

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