reopen requests .. response timer started

[Ralf Peters]

just upgraded to the latest version 823 .

new  display of response and resolution timers.

Tickets that have been re-opend now show the response times as red as they  seem to re calculate from the original response period.

Why would that happen ? shouldn't the response time  still stay as being met , but the resolution timer be re-activated and ticking ?

how can i even set the the response timer to stop , the BPM is in the closing phase ?

if you want to have a look at this in our instance try  SR00017374

 

Thanks

 

Ralf

 

 

 

[Ralf Peters]

ooops ,  issue was our fault ,  we missed the stop timer  steps in one of our BPMs ....  i think the  colour change  was just highlighting the issue.

one question though, when the timers are stopped , the date it display in the information section  are the timer end dates rather than the date of the response or resolve , is that by design ?

Thanks

Ralf

 

 

 

 

 

 

[Dan Munns]

Hi Ralf,

I raised this issue here a few days ago. Hornbill are looking into it.