Resolution timer not stopping

[Archana]

Tickets have been been resolving but the resolution timer hasn't been stopping, causing the tickets to update with notifications saying "Escalation notification has been sent. Call resolution target in 1 day". These then have to be closed manually to fully stop the timer and close the call.
Issue noticed in July 2023.

[Steve Giller]

Does your BPM have a Mark Fix Timer node, and/or have you configured the app.request.pauseResolutionTimerOnResolve (Default OFF), app.request.resumeResolutionTimerOnReopen, app.request.stopResolutionTimerOnResolve, and app.request.stopResolutionTimerOnClose nodes as detailed on the Service Manager Business Process Workflow wiki page?

[TazelleGregory]

Hi Steve,

We've checked our BPM and there isn't a Mark Fix Timer node on any of them, however all of the app.request.* options in core settings are configured as expected and we haven't changed anything.

We've noticed this on all cases that have been resolved on or after 19 July. We also had issues on that day with service levels not being applied to new cases raised and auto closure on existing resolved cases.

[TazelleGregory]

Hi @Steve Giller,

Do you have any further suggestions? We're still finding that the resolution timer isn't stopping for cases raised after 19 July 23.

 

I believe a similar issue was found previously

 

[WFMKC]

@Steve Giller To add further information to the issue.  This is the current setting of the nodes mentioned above in our Hornbill instance confirming they are setup correctly.  We've been using these nodes for sometime and apart from the initial issues referred to above, they've worked well up to the 19 July.

When requests are now resolved, instead of the SLA timer moving to the 'Resolution Paused' state, it just continues to count down (example below of a resolved call with resolution counter still active).

We could really do with a resolution to this as it does appear to be an issue introduced after the update applied on 19 July and I suspect is an issue for anyone else using this functionality.

[TazelleGregory]

Hi @Steve Giller

Is there any further progress on this? I can see that it's still an issue we're experiencing. 

This is a case that was resolved on 4 August, however the resolution timer is still ongoing.

[HGrigsby]

Hi 

We are also having this issue where the ticket is resolved but the timer is not marked.   When you hover over the red resolution timer "target missed and still open .. completion expected"

Escalations are also continuing on the ticket although it was resolved on the day it was logged.

Will log a support call to for this as it is causing us a problem now when it hasn't before with no changes to the business process. 

Thanks Helen

[Helen Chaytor]

Is there any update on this issue with resolution timers no longer reliably stopping since the Hornbill update on 19 July? It's still a problem. Thanks.

[WFMKC]

@HGrigsby Wondered if you'd had any further response to the support call you raised?
This is still not working for us and we're not getting much response unfortunately via the forum for this.

[Archana]

Anybody have an update on the issue? Issue still occurs.

[Helen Chaytor]

This has been resolved for new calls raised since the beginning of December.