7oaks Posted August 29, 2023 Posted August 29, 2023 Good Morning - hope someone can assist with this for me. A colleague started a call that was logged on the 21st August and resolved on the same day. The resolution date was a week later but the Service level is showing as being missed. Any suggestions on how it happened and is there a way to amend it. I have attached a screenshot.
Steve Giller Posted August 29, 2023 Posted August 29, 2023 If you don't have a Mark Response Timer and the app.request.stopResolutionTimerOnResolve is not set to on it may be simply that your Workflow is starting the Timer and never stopping it.
7oaks Posted August 29, 2023 Author Posted August 29, 2023 I'll check that thanks Steve - not had it before though so will see what result i get.
7oaks Posted August 30, 2023 Author Posted August 30, 2023 Steve, yes strangely this was disabled so now enabled again and i will check some calls to make sure its stopping the timer. Thanks for the advice. Debby
Steve Giller Posted August 30, 2023 Posted August 30, 2023 Just to clarify, there is no requirement to have this setting enabled, you can control the Timers solely using the BPM nodes, so it may be that having it disabled in your Instance is the desired setting.
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