Melissa Gurney Posted February 16, 2017 Share Posted February 16, 2017 Hello, When a call is closed, it appears that the task of automatically closing a call after 7 days still takes place. I.E If a call is resolved on the Wednesday, but is reopened on the Friday it still closes on the following Wednesday as if it had never been reopened. Is there a way of preventing this from happening and to restart that task once the call has been resolved for that second time for example? It also appears as though calls are not automatically closed if they have breached SLA. Is that correct? All of our calls that have breached response SLA, for example, and have been resolved are still in that resolved state 2 weeks on. Any help on this would be much appreciated. Many thanks, Melissa Link to comment Share on other sites More sharing options...
Dan Munns Posted February 16, 2017 Share Posted February 16, 2017 Hi @Melissa Gurney, This is a known issue and Hornbill have it on the road map under Incoming: Link to comment Share on other sites More sharing options...
Melissa Gurney Posted February 16, 2017 Author Share Posted February 16, 2017 Oh yes thank you @Dan Munns Link to comment Share on other sites More sharing options...
Melissa Gurney Posted February 16, 2017 Author Share Posted February 16, 2017 @Hornbill Support Team are you able to advise on the latter comment? Regarding calls not closing after breach of SLA? Regards, M Link to comment Share on other sites More sharing options...
Victor Posted February 16, 2017 Share Posted February 16, 2017 @Melissa Gurney there is no link between automatic call closure and SLA breaching. It something else that is causing this. Link to comment Share on other sites More sharing options...
Melissa Gurney Posted February 17, 2017 Author Share Posted February 17, 2017 @Victor the only calls that have remained in the open state are calls that have breached. They are all from different services/catalog items/users etc. The only consistency is that they have all breached. Do you have an idea of what else it may be? Link to comment Share on other sites More sharing options...
Victor Posted February 17, 2017 Share Posted February 17, 2017 @Melissa Gurney I need couple of examples (references) so I can investigate this... May I ask you to log a request for this? https://www.hornbill.com/request/. Thanks! Link to comment Share on other sites More sharing options...
Melissa Gurney Posted February 17, 2017 Author Share Posted February 17, 2017 I have raised a call as requested Link to comment Share on other sites More sharing options...
Gary@ADL Posted February 28, 2017 Share Posted February 28, 2017 Hi Guys - do you know when this is coming approximately? at the moment we are using a task to auto-close calls, but this doesn't seem to play well with the customer re-opening the calls via the portal etc, so would definitely be interested in a better solution, thanks Link to comment Share on other sites More sharing options...
Victor Posted February 28, 2017 Share Posted February 28, 2017 @Gary@ADL indeed, currently the BP and request actions (which includes a customer actions via portal, such as reopen) are not linked with BP actions... So the auto close via task is not linked with thio so it will proceed regardless of what happened on the request... Do you have the BP configured to close teh request when teh task expired? If so then there might be a workaround to prevent the closure... Link to comment Share on other sites More sharing options...
Gary@ADL Posted March 7, 2017 Share Posted March 7, 2017 Hi @Victor yes - currently when we resolve a call (using button rather than task), it marks the call resolved, then creates a closure task. this can be used to close the call, or if it expires after 3 days, if it expires, the workflow process to close the call. the problem seem to be having is around If the call is re-opened via the portal, or if if its re-opened via the button rather than the task. because the task isn't actioned it doesn't follow the logic, it just re-opens the call and the task remains, I did wander if parallel processing with a check status loop in there would solve this issue, like so... but I haven't tested this yet...? Link to comment Share on other sites More sharing options...
Dan Munns Posted March 7, 2017 Share Posted March 7, 2017 @Gary@ADL Would that not create the task every time it looped back to the start of the parallel processing from the decision node? Link to comment Share on other sites More sharing options...
Gary@ADL Posted March 7, 2017 Share Posted March 7, 2017 12 minutes ago, Dan Munns said: @Gary@ADL Would that not create the task every time it looped back to the start of the parallel processing from the decision node? good point @Dan Munns - I have now looped it back to the 'get request details' box, so hopefully it will loop round until the ticket is open, or the task has been expired or completed thinking on though, even if this works I will still be left with the closure task on an open call... Link to comment Share on other sites More sharing options...
Dan Munns Posted March 7, 2017 Share Posted March 7, 2017 I think this may all be in vain as I am sure that there is an issue with auto closing calls anyway where if the call is marked 'Not resolved' by the user in the portal it will still auto close after the allocated time anyway as the timers are different. Link to comment Share on other sites More sharing options...
Melissa Gurney Posted March 29, 2017 Author Share Posted March 29, 2017 @Victor we are still having problems with calls closing regardless of them being reopened (un-resolved). Is this being looked at? I am quite keen to avoid a messy workaround. Thanks, Melissa Link to comment Share on other sites More sharing options...
Victor Posted April 5, 2017 Share Posted April 5, 2017 @Melissa Gurney apologies, I was unwell for the past few weeks and just got back in the office. Send us an email with the BP configuration that is used for requests as well as a few examples (request references) where this happened. I need to have a look first and see why and how this is happening. Link to comment Share on other sites More sharing options...
Steve Giller Posted August 1, 2017 Share Posted August 1, 2017 Did this get fixed? I've had calls auto-close after being resolved and reactivated recently and wanted to check I've not missed something before raising it as an issue. Link to comment Share on other sites More sharing options...
m.vandun Posted August 1, 2017 Share Posted August 1, 2017 We have this same issue. Here are some examples: IN00005870 SR00006087 IN00005993 Link to comment Share on other sites More sharing options...
Victor Posted August 2, 2017 Share Posted August 2, 2017 @DeadMeatGF @m.vandun @Melissa Gurney once the BP auto closure node creates the "Closing" event, there is nothing that will cancel it.... The event will trigger at the designated date/time... There is some work being done by dev team in this area to cater for these events if the request status changes (to open or cancel for example) Link to comment Share on other sites More sharing options...
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