Service breach time field is not populated on these cases: 1) https://enterprise.redhat.com/issue-tracker/280894 2) https://enterprise.redhat.com/issue-tracker/278977
Need further analysis and a determination of root cause. May be related to existing issues or indicative of other issues.
I have found out why Service Breach times are not being set by GK. Initial Response Time is "None" for the cases not being set. Initial Response Times and Subsequent Response Times are set in SEP for each product/sku. Default is "None" in the CSP code. Here is a code snippet for when we set it on the ticket if (ticket.getProduct() != null) { AccessRights rights = entitlementBean.getAccess(customer); ProductEntitlement entitlement = rights.getProduct(ticket.getProduct()); if (entitlement != null) { ticket.setServiceLevel(entitlement.getServiceLevel()); if (severityLevel.equals("1")) { ticket.setInitialResponseTime(entitlement.getInitialSev1()); Service level is set so we are getting to "ticket.setServiceLevel(entitlement.getServiceLevel()". So, my guess is that these times are not being set on products/skus in SEP. I know Lee Mewshaw used to manage these, not sure if anyone took that over.
We have a severity 1 ticket https://enterprise.redhat.com/issue-tracker/?module=issues&action=view&tid=288719&gid=1354 which had the wrong service breach time populated. For a ticket opened around 22:30 23/04/2009 BST, as at 09:00 24/04/2009 BST the service breach time was over 6hours.
Moving to MR15
Closing this bug as the corresponding I-T Tickets have been closed.