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Response timer failing to mark response


Helen Chaytor
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We have recently implemented SLAs into Service Manager. We're automatically marking the response timer in our business processes when the call has an owner. We've had a couple of odd calls come through where there is an analyst allocated but the response timer hasn't been marked. Removing and re-adding the analyst also doesn't mark the response timer, so these ones are going out of time.

Is there a way to manually mark the response timer on calls?

 

 

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@Helen Chaytor

17 minutes ago, Helen Chaytor said:

Is there a way to manually mark the response timer on calls?

No, it can only be marked by the workflow/BP using the relevant node.

17 minutes ago, Helen Chaytor said:

We've had a couple of odd calls come through where there is an analyst allocated but the response timer hasn't been marked. Removing and re-adding the analyst also doesn't mark the response timer

Is it possible that the workflow on these requests did not actually reach the response timer node? Maybe the workflow is still suspended somewhere upstream, before the analyst assignment and the mark response time, maybe suspended waiting for a priority or suspended waiting for a task to be completed?

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4 hours ago, Victor said:

Is it possible that the workflow on these requests did not actually reach the response timer node?

Thanks for responding. I don't think so. I've looked on the Executed Processes screen for one of the calls without the response timer marked and it is showing that the call has been through the 'Mark Response Timer' node:

10.492145s INFO Process Flow Transition from 'Set Status to open' (id=flowcode-e0573962-66db-4fae-54a5-a3344d0bd44b, type=HornbillAutomatiomn) to 'Mark Response Timer' (id=flowcode-4e2d786b, type=HornbillAutomatiomn) 
 10.510791s INFO Execution Step: currentStage='s1', currentNode='flowcode-4e2d786b', suspended='false' 
 10.510838s INFO Unsuspending process at node 'Mark Response Timer' (id=flowcode-4e2d786b) 
 11.036172s INFO Unsuspending process at node 'Mark Response Timer' (id=flowcode-4e2d786b) 
 11.036187s INFO Process Flow Transition from 'Mark Response Timer' (id=flowcode-4e2d786b, type=HornbillAutomatiomn) to 'Next Stage' (id=nextstage-d2f5f2e4-7f35-29ce-1c86-046e37a2039e, type=StageComplete) 

 

However, the call does not have the response timer marked:

image.png.5006ccb52c7ec8099cb9dbde00425b60.png

 

This particular example is from our incident process, so it's well-used and mostly working.

The only thing the problem calls seem to have in common is that they're raised by analysts rather than coming through self service. But again most calls raised this way are fine.

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Some of our calls are failing to mark the response timer, even though the business process starts and then should end the response timer. This example is from one of our calls raised today by an analyst and when I check the Executed Processes in this business process it clearly shows that the timer has been started and that the flow has passed through 'Mark Response Timer'. However, the response is still apparently outstanding and we have no way to manually change this to mark the correct response time.

 

If anyone has an explanation for why this is occurring or what we need to do to fix it I'd appreciate it.

 


0.000009s INFO Workflow processing started, processId=BPM20201111000020 workflow=com.hornbill.servicemanager/mkc-incident-process (revision=27, type=businessProcess) 


 1.302545s INFO Process Flow Transition from 'Set status to New' (id=flowcode-4e21ffbe-e6cd-4ade-c456-6841d6fa569f, type=HornbillAutomatiomn) to 'Start Response Timer' (id=flowcode-285a5c9b, type=HornbillAutomatiomn) 
 1.627795s INFO Execution Step: currentStage='s1', currentNode='flowcode-285a5c9b', suspended='false' 
 1.627839s INFO Unsuspending process at node 'Start Response Timer' (id=flowcode-285a5c9b) 
 7.799079s INFO Unsuspending process at node 'Start Response Timer' (id=flowcode-285a5c9b) 
 7.799092s INFO Process Flow Transition from 'Start Response Timer' (id=flowcode-285a5c9b, type=HornbillAutomatiomn) to 'Start Resolve Timer' (id=flowcode-0c9da96b, type=HornbillAutomatiomn) 


 16.389093s INFO Process Flow Transition from 'Set Status to open' (id=flowcode-e0573962-66db-4fae-54a5-a3344d0bd44b, type=HornbillAutomatiomn) to 'Mark Response Timer' (id=flowcode-4e2d786b, type=HornbillAutomatiomn) 
 16.616713s INFO Execution Step: currentStage='s1', currentNode='flowcode-4e2d786b', suspended='false' 
 16.616743s INFO Unsuspending process at node 'Mark Response Timer' (id=flowcode-4e2d786b) 
 17.537175s INFO Unsuspending process at node 'Mark Response Timer' (id=flowcode-4e2d786b) 
 17.537193s INFO Process Flow Transition from 'Mark Response Timer' (id=flowcode-4e2d786b, type=HornbillAutomatiomn) to 'Next Stage' (id=nextstage-d2f5f2e4-7f35-29ce-1c86-046e37a2039e, type=StageComplete) 

 

Call shows response is still outstanding:

 

image.png.1c60f42caa2fea8fdad4cbab788892b1.png

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