Unknown error - Resolution time vs Response time not corresponding

[Isaac Ojo]

Hi there, has anyone encountered this issue where response time to ticket deviates from resolution time? 

 

I have included a screenshot. 

 

Would appreciate thoughts 

 

Thank you 

[Martyn Houghton]

@Isaac Ojo

Looks the Response timer is still running and the node in your BPM to Mark/Stop the Response timer is missing or has been bypass by the route for the BPM. I would tempted to walk through the your BPM to see where the node is to Mark/Stop the Response timer is do all the different branches in your workflow go through it.

Cheers

Martyn