PROBLEM tickets no timer

[billster]

Hi

I have noticed when raising a PROBLEM ticket, there is no timer for response and resolve, although there are the timer functions in BPM.

[Victor]

@billster do you have SLA/SL configured for Problem requests? And do have the Start Timer nodes in the workflow/BP for the Problem requests? The timers on any request type follow the standard SLM configuration. If you have timers working for other request types you would need to have the same configuration in place for Problem requests.

https://wiki.hornbill.com/index.php?title=Service_Level_Agreements

https://wiki.hornbill.com/index.php?title=Structure_Service_Level_Management

[billster]

1 minute ago, Victor said:

@billster do you have SLA/SL configured for Problem requests? And do have the Start Timer nodes in the workflow/BP for the Problem requests? The timers on any request type follow the standard SLM configuration. If you have timers working for other request types you would need to have the same configuration in place for Problem requests.

https://wiki.hornbill.com/index.php?title=Service_Level_Agreements

https://wiki.hornbill.com/index.php?title=Structure_Service_Level_Management

Hi Victor,

 

I have the SLA configured in the service portfolio where the Problem request is and the timers are in the BPM. I don't know if there is any other config required to make SLA time on Problems.

When I go into a Problem ticket, it has SLA information but no timer.

 

[Victor]

@billster it might be this... 
 

For some reason, some customers are still affected by this issue, even if the fix was deployed yesterday. Do you have the SLA/SL/Timers working on other request types or just Problem requests have this issue?

[billster]

2 minutes ago, Victor said:

@billster it might be this... 
 

For some reason, some customers are still affected by this issue, even if the fix was deployed yesterday. Do you have the SLA/SL/Timers working on other request types or just Problem requests have this issue?

Hi and yes the Incident timers are working fine. But yesterday they were broken.

[Victor]

@billster and did you have timers working for Problems before or this is a new setup you have put in place?

[billster]

Just now, Victor said:

@billster and did you have timers working for Problems before or this is a new setup you have put in place?

just started setting up Problem type tickets today 

[Victor]

@billster then probably there is some configuration missing somewhere... you said the SLA is set and not the SL so I would check the rules for service level if the criteria set there is matching the request data for the problem request that you are raising (e.g. if the criteria in rules is Priority = X then ensure the problem request has a priority and is the priority X when the SLM triggers, etc.)

[billster]

Hi Victor,

The Service Level is showing, sorry.

[Victor]

@billster if you click on the SLA, where it says "UK SLA ITSM09005 Minimal", you should get a popup open up that has these options:

If you then click on "Show Diagnostics", is there anything in the diagnostics log?

[billster]

I figured it out... these two settings were set to custom value.

 

 

after I set as default, went to raise problem it asked for service and then applied SL timer.

 

[Victor]

Just some more information as to how that was the cause in case anyone else reads through this in the future.

The problems that were missing the timer were not using the intended workflow, they were using a different one based on the value set on app.requests.defaultBPMProcess.problem. That workflow did not contain the Start Timer nodes or they were not in a position in the workflow that trigger the SLM evaluation. As a side note, the app setting mentioned here comes into play when the service does not have a workflow configured for Problem request types.