Adrian Simpkins Posted October 9, 2020 Share Posted October 9, 2020 Hi All, I have been working on setting up a new SLA with auto escalation rules imbedded into the configuration. As part of this new SLA we created a new Priority level for our VIP customers. I have then attached this to a test service just to see it working, but noticed an issue which I am struggling to resolve: - The Response / Resolution Timer did not start in the BPM (I am presuming this will be linked to the below issue with the new Priority level we have set named VIP). - I can see the new priority VIP in the SLA config, however when i go to configure the VIP priority I do not see it in the prepopulated list as below (1st image) - is there somewhere i configure these priorities outside of the SLA configuration screens? I can not see the VIP priority when i try to change the priority direct in the request as well (2nd image) I am able to see the correct SLA is set against the Service as this shows in the Information bar (3rd image) Many thanks as always! Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 9, 2020 Author Share Posted October 9, 2020 Just as an update I have raised another test request and the Response / Resolve timers have triggered correctly, it is just the issue around the new Priority level that needs some advice please Many thanks Link to comment Share on other sites More sharing options...
Steve Giller Posted October 9, 2020 Share Posted October 9, 2020 As far as I can see you've created a VIP Service Level, but not a corresponding Priority - unless I'm missing something? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 9, 2020 Author Share Posted October 9, 2020 Hi Steve, thanks for the response - yes it is the new VIP priority that i am not seeing the configuration drop downs - below shows the new SLA with the VIP priority set in Configuration and the Manage Rules tabs. The new SLA shows the VIP level as below: I have also included a screenshot of the manage rules: Many thanks Link to comment Share on other sites More sharing options...
Steve Giller Posted October 9, 2020 Share Posted October 9, 2020 Hi @Adrian Simpkins In the images you're looking at Service Levels - do you have a Priority set up called Digital Services - VIP? 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 9, 2020 Author Share Posted October 9, 2020 Ah perfect ! I couldn't remember where to set these, and there it was right in front of me ! Many thanks Steve, I will go hide under my rock again now lol 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 14, 2020 Author Share Posted October 14, 2020 Hi Steve (or anyone else), I now have a working SLA with auto escalations triggering when expected. However, I have just one issue i am struggling to resolve - when i raise a test request against the new SLA the BPM is set to Digital Services - Priority 1, but when the call raises it is assigning the new Priority level I have added for our VIP customers rather than the Priority 1 level specified in the BPM. I can manually circumvent this by changing the SLA direct in the Request, but I am struggling to see why it is setting the priority as the VIP level, rather than the Priority 1 level. 1st image shows the SLA priority setup: 2nd image shows the setting in the BPM node to set the priority to level 1: Many thanks as always ! Link to comment Share on other sites More sharing options...
Steve Giller Posted October 14, 2020 Share Posted October 14, 2020 What's the Rule for Digital Services - VIP? That runs first, so if the criteria match it will apply that SLA Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 15, 2020 Author Share Posted October 15, 2020 Hi Steve I had no condition set against the VIP priority so i think that was causing the issue, added it now and run a test and it has assigned the expected Priority level 1 now as defined in the BPM I realised this after posting and having a think last night, so my apologies 1 Link to comment Share on other sites More sharing options...
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