Bug 461788 – If Severity is changed on a case SLA times are not updated

Bug 461788 - If Severity is changed on a case SLA times are not updated

Summary:	If Severity is changed on a case SLA times are not updated

Status:	CLOSED CURRENTRELEASE

Aliases:	None

Product:	JBoss Customer Support Portal
Classification:	Retired
Component:	Gatekeeper (Show other bugs)
Sub Component:
Version:	1.4
Hardware:	All All

Priority	medium Severity medium
Target Milestone:	---
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Assigned To:	Nathan Lugert
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Reported:	2008-09-10 11:47 EDT by Frank Merenda
Modified:	2009-02-05 09:21 EST (History)
CC List:	3 users (show)

See Also:
Fixed In Version:	MR8-CSP
Doc Type:	Bug Fix
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Last Closed:	2009-01-30 15:47:38 EST
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Description Frank Merenda 2008-09-10 11:47:50 EDT

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 09:21:09 EST

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.

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