Resolved by Date on Service Requests

[Shamaila.Yousaf]

I have not that service requests do not specify the resolved by date.  These do however; appear for incidents.

Can anyone please assist why this might be?

 

Regards

[Martyn Houghton]

@shamaila.yousaf

In order for the resolved by date to appear your BPM process associated with the Service Request needs to start the fix/resolution timer. Is this step present in the Service Requests associated BPM Workflow.

Cheers

Martyn

[Shamaila.Yousaf]

@neil hutchinson or @DeadMeatGF can you please confirm if the step is present in the Service Request BPM workflow as advised by @Martyn Houghton?

If not, please could you kindly make the changes your end and let me know when this has been resolved.

Thanks I appreciate you are busy.

 

Regards

[Steve Giller]

@shamaila.yousaf The issue appears to be more that some Requests are being raised by the Service Desk against a Service that is set as Draft.

I'm not sure how this is occurring, but equally they should not be selecting an unpublished Service. It's draft because it is incomplete and doesn't even have a Business Process attached to it.