SLA - Timers Not applying to some tickets ?

[Mark (ESC)]

This is a bit of a mystery.

Some tickets going through the system are not picking up Request Resolved time, this is only happening with one SLA level which is LOW, but then again not all the time.

So date logged, resolved and closed are all populated, but only a few tickets set to LOW are reporting a value for Within Resolve Time.

As you can see some Email tickets work, some do not, same goes for Analyst tickets.  All Self Service do not work. 

Any pointers ?  Where should I be looking ?

 

[Victor]

@Mark (ESC) are they using the same service and workflow?

[Mark (ESC)]

@Victor This is a valid point, and am going through all the BPM's and double checking the start and stop resolve timers.

[Mark (ESC)]

@Victor  Interesting, made some changes, all is working, except for tickets coming in via the Portal

Tested Analyst and Email, both worked fine.  Tested with Portal, and as you can see from below, nothing applied.

Any pointers always received gratefully.

Above graphic only has my name listed, so no data issues

[Victor]

@Mark (ESC) and the portal ones are using the same workflow?

[Mark (ESC)]

@Victor  Double Checked and using the same East Suffolk Generic Workflow Process.

Do you know what fields hold the start, stop, resume counters, I could create a report and look to see what is missing.

[Mark (ESC)]

@Victor It is working, down to the location of the Start Timer in the BPM process.

Thanks for helping.

The node was too early in the process and so when the progressive capture came into play, it did not take effect.