Resolution times don't match SLA

[Steffen]

When selecting a Priority on SLA the resolution time it isn't correct.

E.g.

P5 is 5 days and the start date is 5 Dec result equals 22 Dec. It should be 11 Dec.

I've checked the associated calendar and it looks fine.

[Steve Giller]

The SLA timers only run during business hours, and 5 days is 120 hours (not 5 working days)

You don't say what your ServiceDeskDefaultCalender is set to, but by my reckoning if it's 7:30 - 17:30, Monday-Friday, that resolution target would be 120 working hours from when the timers start running (7:30 on 7th Dec)

 

[Steffen]

You can't choose more than 24 hours, if what you are saying is correct I would need 50 hours, do I just have to do the maths then I.e. choose 2 days and 2 hours?

 

Also the BPM is now getting this error message after I deleted all of the other calendars and just kept the ServiceDeskDefaultCalender

Xmlmc method invocation failed for BPM invocation node 's1/flowcode-324b81c4': 0200 apps updateReqPriority FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqPriority): nodeName: Invoke Flowcode: Escalate Request; nodeId: 8bb8e0a7-89cc-464d-b83a-00954db2de5d; At 457/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemEscalateRequest] /apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] nodeName: Add Default SL Change Entry; nodeId: bf20118e-38b1-4056-96d0-9b65ebffb403; At 121/1: "Uncaught EspMethodCall::invoke: Operation[data::entityAddRecord] nodeName: Create Request Timer to Schedule SL Update; nodeId: 1695d362-5160-4ded-b198-43ff55e33d3b; At 181/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/RequestTimers::addRequestTimer] FlowCode Exception (com.hornbill.servicemanager/entities/RequestTimers/fc_ops/addRequestTimer): nodeName: Create timer; nodeId: 9c1c6d17-a0cd-45d4-a21c-408729d006f9; At 140/1: "Uncaught EspMethodCall::invoke: Operation[time::timerCreate] The specified Service Level Calendar was not found" throw(e); _fc_node_exec_9c1c6d17_a0cd_45d4_a21c_408729d006f9" throw(e); _fc_node_exec_1695d362_5160_4ded_b198_43ff55e33d3b" throw(e); _fc_node_exec_bf20118e_38b1_4056_96d0_9b65ebffb403" throw(e); _fc_node_exec_8bb8e0a7_89cc_464d_b83a_00954db2de5d

[Steve Giller]

44 minutes ago, Steffen said:

You can't choose more than 24 hours, if what you are saying is correct I would need 50 hours, do I just have to do the maths then I.e. choose 2 days and 2 hours?

Yes, that should do it.

44 minutes ago, Steffen said:

Also the BPM is now getting this error message after I deleted all of the other calendars and just kept the ServiceDeskDefaultCalender

You'll need to update the Workflow to use an existing calendar.

[Steffen]

Ok thanks, I completely deleted the Workflow and made a new one and it still comes up with the same error.  How do you update a workflow to use an existing calendar?

[Victor]

@Steffen @Steve Giller

Same principle applies when defining targets for SLA/SLs.

[Steve Giller]

On 12/8/2020 at 1:16 PM, Steffen said:

How do you update a workflow to use an existing calendar?

My apologies - you assign a WTC to SLAs, not individual Workflows.