When calculating the SBT of a NEW case, the calculation rule is based on the time of the case creation + the initial response time of this case. The initial response time is defined as a combination of the generic customes' SLA and the severity level of the case. Please see all values at : https://www.redhat.com/support/policy/sla/production/ (Std and Premium) For subsequent response times, these should default to the same values as for the initial response time. If the system does not find specific values for the subsequent response time, then the value for subsequent response time is the same as the one used for initial response time. SBT should recalculate on each transition to WoRH. ----- Moved manually from Jira (JBNET-2235)
(per nlugert via Jira:) Modified SubsequentResponseTimeAction class to use initial_response_time if subsequent_response_time is NULL or "none" if(subResponseTime == null || subResponseTime.equalsIgnoreCase("none")) subResponseTime = sCase.getInitialResponseTime(); To Test: Create a case in the csp and wait for gk to run in QA. Change subsequent_response_time in the tickets table to NULL or "none" or "NONE" Add a comment to the ticket via I-T and change status to "Waiting on Customer" Add another comment as a customer and wait for gk to run in QA view the GK logs and you should see the subsequent response time being set for the ticket (if the sub response time was NULL or "none" previously, it would not set it)
(per nlugert via Jira) Changed createCase method in CaseManagementBean to set the subsequent response time to the same as the initialResponseTime ticket.setInitialResponseTime(entitlement.getInitialSev1()); ticket.setSubsequentResponseTime(entitlement.getInitialSev1()); https://jira.jboss.org/jira/browse/JBNET-2235?focusedCommentId=12407296#action_12407296
(per nlugert via Jira) changed createCase method in CaseManagementBean to use initialResponseTime for subsequentResponseTime and also changed GK to set subsequentResponseTime to initialResponseTime if subsequentResponseTime is null or "none", this will only apply to cases created before the caseManagementBean fix https://jira.jboss.org/jira/browse/JBNET-2235?focusedCommentId=12407297#action_12407297
Should be included in 1.3.9 according to Jira. https://jira.jboss.org/jira/browse/JBNET-2258