Bug 450535

Summary:	Change the product autoescalation to allow multiple auto-escalations.
Product:	[Retired] Issue-Tracker	Reporter:	Lee Mewshaw <lmewshaw>
Component:	Escalations	Assignee:	Mike Amburn <mamburn>
Status:	CLOSED WONTFIX	QA Contact:
Severity:	low	Docs Contact:
Priority:	medium
Version:	4.6	CC:	skothari
Target Milestone:	---
Target Release:	---
Hardware:	All
OS:	Linux
Whiteboard:
Fixed In Version:		Doc Type:	Bug Fix
Doc Text:		Story Points:	---
Clone Of:		Environment:
Last Closed:	2012-06-26 20:48:01 UTC	Type:	---
Regression:	---	Mount Type:	---
Documentation:	---	CRM:
Verified Versions:		Category:	---
oVirt Team:	---	RHEL 7.3 requirements from Atomic Host:
Cloudforms Team:	---	Target Upstream Version:
Embargoed:

Description Lee Mewshaw 2008-06-09 12:52:09 UTC

Description of problem:
Change the product autoescalation to allow multiple auto-escalations.  For
example, JBoss App Server would escalate to the JBoss SEG Team and the JBoss App
Server product group.   Right now, product escalations map to only one group. 
This results in cases created by RH via I-T go directly into the product group
and are not escalated through the JBoss SEG team (aka JBoss Support Team). 

The change would include
  - change admin tool to view/edit/add multiple groups to auto escalation
  - change auto escalation rule on case create
  - change auto escalation rules on case edit when product is changed

Note that the auto escalations are used by the CSP.  It expects just one
escalation.  Also, the CSP is hard-coded to escalate through the jboss seg team.
 Once this is in place and in the db, then that hard coded escalation in the CSP
needs to be removed.  The CSP must use the same logic in escalations.

Comment 1 Tony Fu 2008-09-26 03:30:03 UTC

User lmewshaw's account has been closed

Comment 2 Mike Amburn 2012-06-26 20:48:01 UTC

Closing my open Issue-Tracker requests.