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Resolution SLA did not end when request moved to Closed


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Hi All

I have a request that has moved to Closed status but the Resolution timer SLA is still ongoing - the BPM behind this uses the new Pause / Resume / End timer nodes, and when a request moves to closed status, then End timer node is in this flow so the timer should end when it moves to closed.

i am checking live requests moving to closed now and it doesn't appear to be on the first few i have checked 

 

Many thanks !

image.png.abfbc9bb9349a4bb3a3f7b0ca3e4da25.png

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Hi Martin,

I have double checked the BPM and it definitely has the end node in place - thank you for the pointer though. I have checked other requests and I can see several others in the same state i.e. moved to Closed but timer still ongoing.

 

Many thanks

image.png.0118f809ca127a500adc53455d5d0d5b.png

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Hi Victor,

That will be the issue ! I was unaware of these app settings when implementing the nodes into the BPM's. I have changed the settings to match the above.

Will I need to consider any remedial checks to ensure no impact to requests currently in the system? Or will changing these settings now filter through to the existing live requests?
 

Many thanks !

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Ah brilliant so just the app.request.stopResolutionTimerOnResolve was ON for us, so i have moved this to OFF. I think this may be why I was seeing some random issues with timers in requests then!

Many thanks

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