Resolution SLA did not end when request moved to Closed

[Adrian Simpkins]

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 !

[Martyn Houghton]

@Adrian Simpkins

Would tend to suggest that your workflow does not have the 'Stop Timer' node in for the Resolution or the path through the workflow bypassed the node, therefore the resolution timer was not closed.

Cheers

Martyn

[Adrian Simpkins]

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

[Martyn Houghton]

@Adrian Simpkins

Can you add a screenshot of the properties of the 'End timer' node just to double check.

Cheers

Martyn

[Adrian Simpkins]

Hi Martyn,

Node config as below

 

many thanks 

[Victor]

@Adrian Simpkins what about these? 

[Adrian Simpkins]

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 !

[Victor]

@Adrian Simpkins oh, wait, no, don't change them yet.. it was just a screenshot to confirm they have been taken into consideration when setting up the nodes!!  

[Adrian Simpkins]

Hi Victor, ah ok i have reverted them back - currently we only have app.request.stopResoltuionTimerOnResolve marked as ON - thanks

[Victor]

So if you are using the BP nodes to pause and stop the timers then the above settings need to be OFF  

[Adrian Simpkins]

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

[Victor]

@Adrian Simpkins indeed, you would have 2 independent functionalities both doing things with timers, especially stopping them... never a good idea let's see how they behave with that setting turned OFF