Red Hat Bugzilla – Bug 461788
If Severity is changed on a case SLA times are not updated
Last modified: 2009-02-05 09:21:09 EST
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  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
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.