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Check SLA for tickets, integrated into the internal CRON architecture (and moved into the Tickets module)

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SVN:trunk[1136]
This commit is contained in:
Romain Quetiez
2011-03-21 10:57:37 +00:00
parent 736247f6e1
commit c3bd0b1b9e
2 changed files with 57 additions and 64 deletions
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57
modules/itop-tickets-1.0.0/model.itop-tickets.php
View File

@@ -610,4 +610,61 @@ abstract class ResponseTicket extends Ticket
*/
}
class ProcessSLAResponseTicket implements iBackgroundProcess
{
public function Process($iTimeLimit)
{
$oMyChange = new CMDBChange();
$oMyChange->Set("date", time());
$oMyChange->Set("userinfo", "Automatic updates");
$iChangeId = $oMyChange->DBInsertNoReload();
$aReport = array();
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'new\' AND tto_escalation_deadline <= NOW()'));
while ($oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_timeout');
//$oToEscalate->Set('tto_escalation_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
$aReport['reached TTO ESCALATION deadline'][] = $oToEscalate->Get('ref');
}
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'assigned\' AND ttr_escalation_deadline <= NOW()'));
while ($oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_timeout');
//$oToEscalate->Set('ttr_escalation_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
$aReport['reached TTR ESCALATION deadline'][] = $oToEscalate->Get('ref');
}
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'resolved\' AND closure_deadline <= NOW()'));
while ($oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_close');
//$oToEscalate->Set('closure_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
$aReport['reached closure deadline'][] = $oToEscalate->Get('ref');
}
$aStringReport = array();
foreach ($aReport as $sOperation => $aTicketRefs)
{
if (count($aTicketRefs) > 0)
{
$aStringReport[] = $sOperation.': '.count($aTicketRefs).' {'.implode(', ', $aTicketRefs).'}';
}
}
if (count($aStringReport) == 0)
{
return "No ticket to process";
}
else
{
return "Some tickets reached the limit - ".implode('; ', $aStringReport);
}
}
}
?>

64
webservices/check_sla_for_tickets.php
View File

@@ -1,64 +0,0 @@
<?php
// Copyright (C) 2010 Combodo SARL
//
// This program is free software; you can redistribute it and/or modify
// it under the terms of the GNU General Public License as published by
// the Free Software Foundation; version 3 of the License.
//
// This program is distributed in the hope that it will be useful,
// but WITHOUT ANY WARRANTY; without even the implied warranty of
// MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
// GNU General Public License for more details.
//
// You should have received a copy of the GNU General Public License
// along with this program; if not, write to the Free Software
// Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA
/**
* Export data specified by an OQL
*
* @author Erwan Taloc <erwan.taloc@combodo.com>
* @author Romain Quetiez <romain.quetiez@combodo.com>
* @author Denis Flaven <denis.flaven@combodo.com>
* @license http://www.opensource.org/licenses/gpl-3.0.html LGPL
*/
require_once('../approot.inc.php');
require_once(APPROOT.'/application/startup.inc.php');
require_once(APPROOT.'/application/loginwebpage.class.inc.php');
LoginWebPage::DoLogin(); // Check user rights and prompt if needed
$oMyChange = new CMDBChange();
$oMyChange->Set("date", time());
$oMyChange->Set("userinfo", "Automatic updates");
$iChangeId = $oMyChange->DBInsertNoReload();
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'new\' AND tto_escalation_deadline <= NOW()'));
while ($oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_timeout');
//$oToEscalate->Set('tto_escalation_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
echo "<p>ticket ".$oToEscalate->Get('ref')." reached TTO ESCALATION deadline</p>\n";
}
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'assigned\' AND ttr_escalation_deadline <= NOW()'));
while ($oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_timeout');
//$oToEscalate->Set('ttr_escalation_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
echo "<p>ticket ".$oToEscalate->Get('ref')." reached TTR ESCALATION deadline</p>\n";
}
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'resolved\' AND closure_deadline <= NOW()'));
while ($oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_close');
//$oToEscalate->Set('closure_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
echo "<p>ticket ".$oToEscalate->Get('ref')." reached closure deadline</p>\n";
}
?>