Bug 461788

Summary:	If Severity is changed on a case SLA times are not updated
Product:	[Retired] JBoss Customer Support Portal	Reporter:	Frank Merenda <fmerenda>
Component:	Gatekeeper	Assignee:	Nathan Lugert <nlugert>
Status:	CLOSED CURRENTRELEASE	QA Contact:
Severity:	medium	Docs Contact:
Priority:	medium
Version:	1.4	CC:	csp-bugs-watch, mamburn, tsnipes
Target Milestone:	---
Target Release:	---
Hardware:	All
OS:	All
Whiteboard:
Fixed In Version:	MR8-CSP	Doc Type:	Bug Fix
Doc Text:		Story Points:	---
Clone Of:		Environment:
Last Closed:	2009-01-30 20:47:38 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 Frank Merenda 2008-09-10 15:47:50 UTC

Problem:

With I-T, it appears that the initial severity selected determines the 
SLA for each response even if the case severity changes.  For example, 
this case [1] had this happen on comments since 7/31/08 @ 4:04pm CDT 
(5:04pm EDT).  The SLA is still 1 business hour instead of 4 business
hours.

[1] https://enterprise.redhat.com/issue-tracker/194163

https://enterprise.redhat.com/issue-tracker/218531

Comment 1 Nathan Lugert 2009-02-05 14:21:09 UTC

I-T now calls a CSP Web Service that will update the SLA response time on a case whenever the severity changes. The next time Gatekeeper runs, it will recalculate the SLA Breach time. All SLA Breach calculation times going forward with the case will use the new severity as well.