Afterhours SLA

[billster]

Hi all,

Is it possible to automatically choose a specific SLA if a request has been logged after hours? I see this rule but it looks like it requires a date too.

Thanks

[Victor]

@billster yes it is possible, but not just with the SLA, we need to get the workflow involved here... the workflow, specifically the SM "Get Request Details" node, has a very useful variable for this scenario: time logged. This is a number representing the seconds that passed since midnight. As you can probably imagine, we can use this to determine if the request was raised OOH or not. Then we can branch the workflow and, let's say we assign a certain priority in both cases. We can then set SLA rules based on this priority. Or, alternatively, use request custom fields and set SLA rules based on values in that field. Makes sense?

[billster]

On 11/24/2022 at 2:59 PM, Victor said:

@billster yes it is possible, but not just with the SLA, we need to get the workflow involved here... the workflow, specifically the SM "Get Request Details" node, has a very useful variable for this scenario: time logged. This is a number representing the seconds that passed since midnight. As you can probably imagine, we can use this to determine if the request was raised OOH or not. Then we can branch the workflow and, let's say we assign a certain priority in both cases. We can then set SLA rules based on this priority. Or, alternatively, use request custom fields and set SLA rules based on values in that field. Makes sense?

Hi Victor,

Makes sense, I'll give it a shot mate.

 

Thanks

[billster]

Hi Victor, 

I have managed to make the priority between a certain time in seconds and then give it an SLA which is cool!

However, I want to make it so in the BPM if the priority is still set to out of hours before the response timer is met then it will check for this and make the priority blank and make you change it. But for some reason, it doesn't work. What do you think?

 

 

 

 

 

[Victor]

@billster nah, you can't do that I'm afraid... a) can't "blank" the priority and b) it will never wait at that node because there is already a priority...

How about a task (which is effect suspends the workflow)?

[billster]

22 hours ago, Victor said:

@billster nah, you can't do that I'm afraid... a) can't "blank" the priority and b) it will never wait at that node because there is already a priority...

How about a task (which is effect suspends the workflow)?

Hi Victor,

I have created a task as recommended and also locked the actions except for the priority. When the priority is changed it updates the SLA to daytime SLA and when the task is completed the actions are unlocked and response timer is completed 

[billster]

my last question is...is there a way in the settings to turn off a reason for updating a priority?