Martyn Houghton Posted January 19, 2016 Share Posted January 19, 2016 There only appears to be BPM nodes to start and stop the Response/Resolution timers. Is there anyway to put the incident OnHold or Pause the timers as an automated task rather than having to put a Human Task, instructing the owner to do it manually? Cheers Martyn Link to comment Share on other sites More sharing options...
TrevorKillick Posted January 20, 2016 Share Posted January 20, 2016 Hi Martyn The attached screenshot shows the BPM operation that allows you to put a request On Hold or take it off Hold (Set to Open). Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 20, 2016 Author Share Posted January 20, 2016 Trevor Just to confirm that putting it on On Hold will automatically pause both Response and Resolution timers if they running? How does the on hold until date/time get set in this operation? Cheers Martyn Link to comment Share on other sites More sharing options...
TrevorKillick Posted January 20, 2016 Share Posted January 20, 2016 Hi Martyn Both timers will be paused if they exist i went through the code and checked. As for On Hold duration this is not set so the request will be on hold indefinitely until BPM sets the status to Open. Although looking at the operation there is nothing to restart the timers so i will raise this with Dev. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 20, 2016 Author Share Posted January 20, 2016 Trevor Thanks, for the response. If can keep us advised on the availability of an operation to restart the timers via BPM. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 20, 2016 Author Share Posted January 20, 2016 Trevor Would the Update Request and setting the Status to Open restart the SLA timers? Cheers Martyn Link to comment Share on other sites More sharing options...
TrevorKillick Posted January 20, 2016 Share Posted January 20, 2016 Hi Martyn I had a look through the code and it appears it does not which is what i have raised with the Development Team, once i have a response i will let you know. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 20, 2016 Author Share Posted January 20, 2016 Trevor I have been trying to use the Update Satus operation to OnHold as per your advice and testing with your colleague Dan. But though this is being reported as being put on hold in the timeline the status is not being updated as there is no parameter in the UI for the node to specify when the request is to be put on hold untill and the system is requiring this as a mandatory parameter nodeName: API Call: Place Request on hold; nodeId: 2d3ae907-2705-4664-b24e-1ad5a9679d4f; "EspMethodCall:invoke: Operation[data:entityUpdateRecord] Error setting value for column 'h_onholduntil'. Invalid date\/time format provided: [undefined]" Operation[data:entityUpdateRecord] Error setting value for column 'h_onholduntil'. Invalid date/time format provided: [undefined] Operation[data:entityUpdateRecord] Error setting value for column 'h_onholduntil'. Invalid date/time format provided: [undefined] Error setting value for column 'h_onholduntil'. Invalid date/time format provided: [undefined] Unexpected non-digit in year part of date. [undefined] nodeName: Invoke Flowcode: Pause Fix Timer; nodeId: f00487a7-d160-4fa1-a30d-dd076f11b397; "EspMethodCall:invoke: Operation[apps\/com.hornbill.servicemanager\/Requests:holdRequestTimer] FlowCode Exception (com.hornbill.servicemanager\/entities\/Requests\/fc_ops\/holdRequestTimer): Input parameter validation error: The dateTime value 'undefined' specified is invalid or out of range for element <onHoldUntil> at location '\/methodCall\/params\/onHoldUntil'" Cheers Martyn Link to comment Share on other sites More sharing options...
TrevorKillick Posted January 21, 2016 Share Posted January 21, 2016 Hi Martyn, Im justing waiting for Dev to raise a Problem against this and i will get back to you with the reference and hopefully a fix can be provided soon. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
TrevorKillick Posted January 21, 2016 Share Posted January 21, 2016 Defect has been raised PM00138767 I will reply when a release with the fix has been provided. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
TrevorKillick Posted January 22, 2016 Share Posted January 22, 2016 Just to complete the loop here Dev have raised the following Defect for the Request not being brough back off hold when the status is set back to Open, PM00138821 Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 22, 2016 Author Share Posted January 22, 2016 Trevor Thanks, hopefully with PM00138767 and PM00138821 fixed we can start to control the timers via automated BPM tasks. Cheers Martyn Link to comment Share on other sites More sharing options...
Hornbill Staff DR Posted January 26, 2016 Share Posted January 26, 2016 Hi Martyn, further to the above, I can now confirm that PM00138821 has been addressed and will be available in the next release of Service Manager. This will give us the ability to configure (in the BPM node) a time period for which the request will remain on hold therefore eliminating the errors you posted above. In addition to this, we will also be seeing a new "Suspend Wait for OffHold" BPM Operation which, after placing the request on hold using the existing operation, we can use to suspend the workflow until the request is next taken off hold. This will gives us much greater capability when building on Hold/off hold scenarios within our workflows. Thanks, Dan Link to comment Share on other sites More sharing options...
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