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
Keywords:
Status: CLOSED CURRENTRELEASE
Alias: None
Product: JBoss Customer Support Portal
Classification: Retired
Component: Gatekeeper
Version: 1.4
Hardware: All
OS: All
medium
medium
Target Milestone: ---
: ---
Assignee: Nathan Lugert
QA Contact:
URL:
Whiteboard:
Depends On:
Blocks:
TreeView+ depends on / blocked
 
Reported: 2008-09-10 15:47 UTC by Frank Merenda
Modified: 2009-02-05 14:21 UTC (History)
3 users (show)

Fixed In Version: MR8-CSP
Clone Of:
Environment:
Last Closed: 2009-01-30 20:47:38 UTC
Type: ---
Embargoed:

Attachments (Terms of Use)

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.
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