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BPM Response Time / SLA Issue


Will J Douglas
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Hi there,

 

I have a particular business process where I'm having issues with timers and SLA's.

The process has a Mark Response Timer node shown below.

 

image.png.11907a618617502c160adc7847ef362c.png

 

image.png.bcaeffb3cc9e05ab4eb5517a380cf3b1.png

 

However, when the requests are progressed and resolved.  They look like this - saying Target Ongoing

 

image.png.e9a63883356a74baf3e3bc8492e8e758.png.

 

Any ideas?  This is the only process where I have these issues.

 

Regards,

 

Will.

 

 

 

 

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We raised this also. There are other threads around. What's killing it is the "re-evaluation" node you have; that recalculates the whole SLA from scratch which means it nullifies any previously captured values like the start or end of a response or resolution timer...

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On 11/16/2022 at 4:30 PM, Berto2002 said:

that recalculates the whole SLA from scratch which means it nullifies any previously captured values like the start or end of a response or resolution timer

@Berto2002 not quite, I'm afraid. There is a recalculation but it does not nullify anything like start and end of response timers. This is a case of APIs that need to execute in a specific sequence, will sometime queue up in a slightly different order, which is sufficient to lead to issues like timers not being marked or incorrect timer values.

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