Red Hat Bugzilla – Bug 450535
Change the product autoescalation to allow multiple auto-escalations.
Last modified: 2012-06-26 16:48:01 EDT
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.
User firstname.lastname@example.org's account has been closed
Closing my open Issue-Tracker requests.