diff --git a/datamodels/2.x/itop-full-itil/datamodel.itop-full-itil.xml b/datamodels/2.x/itop-full-itil/datamodel.itop-full-itil.xml new file mode 100644 index 000000000..ed0da6159 --- /dev/null +++ b/datamodels/2.x/itop-full-itil/datamodel.itop-full-itil.xml @@ -0,0 +1,111 @@ + + + + + + + /** + * Instanciate an object of the relevant class, depending on the request type + * @return DBObject + */ + true + public + Factory + Get('request_type'); + if ($sType == 'incident') + { + if (!class_exists('Incident')) + { + throw new Exception('Could not create a ticket after the service '.$oServiceSubcategory->Get('friendlyname').' of type '.$sType.': unknown class "Incident"'); + } + $oRet = new Incident(); + } + else + { + if (!class_exists('UserRequest')) + { + throw new Exception('Could not create a ticket after the service '.$oServiceSubcategory->Get('friendlyname').' of type '.$sType.': unknown class "UserRequest"'); + } + $oRet = new UserRequest(); + } + return $oRet; + }]]> + + + + + + + + + + + service_id AND (ISNULL(:this->request_type) OR request_type = :this->request_type) AND status != 'obsolete']]> + + + + + false + public + Overload-DBObject + Set('priority', $this->ComputePriority()); + + // Compute the request_type if not already given + $sType = $this->Get('request_type'); + if (is_null($sType) || ($sType === '')) + { + $iSvcSubcat = $this->Get('servicesubcategory_id'); + if ($iSvcSubcat != 0) + { + $sType = $this->Get('servicesubcategory_id->request_type'); + $this->Set('request_type', $sType); + } + } + + return parent::ComputeValues(); + }]]> + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + diff --git a/datamodels/2.x/itop-full-itil/module.itop-full-itil.php b/datamodels/2.x/itop-full-itil/module.itop-full-itil.php new file mode 100644 index 000000000..b87c982dd --- /dev/null +++ b/datamodels/2.x/itop-full-itil/module.itop-full-itil.php @@ -0,0 +1,47 @@ + 'Bridge - Request management ITIL + Incident management ITIL', + 'category' => 'business', + // Setup + // + 'dependencies' => array( + 'itop-request-mgmt-itil/2.2.0', + 'itop-incident-mgmt-itil/2.2.0', + ), + 'mandatory' => false, + 'visible' => false, // To prevent auto-install but shall not be listed in the install wizard + 'auto_select' => 'SetupInfo::ModuleIsSelected("itop-request-mgmt-itil") && SetupInfo::ModuleIsSelected("itop-incident-mgmt-itil")', + // Components + // + 'datamodel' => array( + //'model.itop-portal-full-itil.php' + ), + 'webservice' => array( + ), + 'data.struct' => array( + // add your 'structure' definition XML files here, + ), + 'data.sample' => array( + // add your sample data XML files here, + ), + // Documentation + // + 'doc.manual_setup' => '', // hyperlink to manual setup documentation, if any + 'doc.more_information' => '', // hyperlink to more information, if any + // Default settings + // + 'settings' => array( + // Module specific settings go here, if any + ), + ) +); +?> diff --git a/datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml b/datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml index 449c57228..cb9e3e99a 100755 --- a/datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml +++ b/datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml @@ -1,1004 +1,1004 @@ - - - - - - - - - - org_id AND caller_id = :contact->id]]> - org_id]]> - - - - Ticket - - + + + + + + + + + org_id AND caller_id = :contact->id]]> + org_id]]> + + + + Ticket + + - bizmodel,searchable,requestmgmt - false - autoincrement - ticket_incident - id - - - - - - - - images/incident.png - - - - - - - - - - - - - - true - - new - assigned - pending - escalated_tto - escalated_ttr - resolved - closed - - status - new - false - list - - - - 1 - 2 - 3 - - impact - 1 - false - list - - - - 1 - 2 - 3 - 4 - - - - - - priority - 4 - false - - - - 1 - 2 - 3 - 4 - - urgency - 4 - false - - - - mail - phone - portal - monitoring - - origin - phone - true - list - - - org_id AND s.status != 'obsolete']]> - - - - service_id - Service - true - DEL_MANUAL - false - - - service_id - name - - - service_id AND request_type = 'incident' AND status != 'obsolete']]> - - - - servicesubcategory_id - ServiceSubcategory - true - DEL_MANUAL - false - - - servicesubcategory_id - name - - - - yes - no - - escalation_flag - no - true - list - - - escalation_reason - - true - - - assignment_date - - true - - - resolution_date - - true - - - last_pending_date - - true - - - - - - - - - - - true - - - - - - ResponseTicketTTO - - - - warning - false - - - - - - - critical - false - - - - ApplyStimulus - - ev_timeout - - - - - - - - true - - - - - - - - ResponseTicketTTR - - - - warning - false - - - - - - - critical - false - - - - ApplyStimulus - - ev_timeout - - - - - - - - tto - 100_deadline - - - tto - 100_passed - - - tto - 100_overrun - - - ttr - 100_deadline - - - ttr - 100_passed - - - ttr - 100_overrun - - - time_spent - - true - - - - assistance - other - software patch - training - hardware repair - system update - bug fixed - - resolution_code - assistance - true - list - - - solution - - true - - - pending_reason - - true - - - id AND status NOT IN ('resolved','closed')]]> - parent_incident_id - Incident - true - DEL_MANUAL - - - parent_incident_id - ref - - - parent_problem_id - Problem - true - DEL_MANUAL - - - parent_problem_id - ref - - - - parent_change_id - Change - true - DEL_MANUAL - - - parent_change_id - ref - - - UserRequest - parent_incident_id - add_remove - 0 - 0 - - - Incident - parent_incident_id - add_remove - 0 - 0 - - - public_log - - true - - - - 1 - 2 - 3 - 4 - - user_satisfaction - 1 - true - list - - - user_commment - - true - - - - - - 1 - HIGHLIGHT_CLASS_WARNING - images/incident-deadline.png - - - 2 - HIGHLIGHT_CLASS_CRITICAL - images/incident-escalated.png - - - 3 - HIGHLIGHT_CLASS_NONE - images/incident-closed.png - - - status - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - assigned - - - SetCurrentDate - - assignment_date - - - - - - escalated_tto - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - critical - - new - - - - - - assigned - - - SetAssignedDate - - - - - - - new - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - pending - - - SetCurrentDate - - last_pending_date - - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - assigned - - - - escalated_ttr - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - critical - - assigned - - - - pending - - - SetCurrentDate - - last_pending_date - - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - assigned - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - assigned - - - - - - - - - - - - - - - - - - - - - assigned - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - closed - - assigned - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - closed - - - SetCurrentDate - - close_date - - - - - - assigned - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - closed - - resolved - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - bizmodel,searchable,requestmgmt + false + autoincrement + ticket_incident + id + + + + + + + + images/incident.png + + + + + + + + + + + + + + true + + new + assigned + pending + escalated_tto + escalated_ttr + resolved + closed + + status + new + false + list + + + + 1 + 2 + 3 + + impact + 1 + false + list + + + + 1 + 2 + 3 + 4 + + + + + + priority + 4 + false + + + + 1 + 2 + 3 + 4 + + urgency + 4 + false + + + + mail + phone + portal + monitoring + + origin + phone + true + list + + + org_id AND s.status != 'obsolete']]> + + + + service_id + Service + true + DEL_MANUAL + false + + + service_id + name + + + service_id AND request_type = 'incident' AND status != 'obsolete']]> + + + + servicesubcategory_id + ServiceSubcategory + true + DEL_MANUAL + false + + + servicesubcategory_id + name + + + + yes + no + + escalation_flag + no + true + list + + + escalation_reason + + true + + + assignment_date + + true + + + resolution_date + + true + + + last_pending_date + + true + + + + + + + + + + + true + + + + + + ResponseTicketTTO + + + + warning + false + + + + + + + critical + false + + + + ApplyStimulus + + ev_timeout + + + + + + + + true + + + + + + + + ResponseTicketTTR + + + + warning + false + + + + + + + critical + false + + + + ApplyStimulus + + ev_timeout + + + + + + + + tto + 100_deadline + + + tto + 100_passed + + + tto + 100_overrun + + + ttr + 100_deadline + + + ttr + 100_passed + + + ttr + 100_overrun + + + time_spent + + true + + + + assistance + other + software patch + training + hardware repair + system update + bug fixed + + resolution_code + assistance + true + list + + + solution + + true + + + pending_reason + + true + + + id AND status NOT IN ('resolved','closed')]]> + parent_incident_id + Incident + true + DEL_MANUAL + + + parent_incident_id + ref + + + parent_problem_id + Problem + true + DEL_MANUAL + + + parent_problem_id + ref + + + + parent_change_id + Change + true + DEL_MANUAL + + + parent_change_id + ref + + + UserRequest + parent_incident_id + add_remove + 0 + 0 + + + Incident + parent_incident_id + add_remove + 0 + 0 + + + public_log + + true + + + + 1 + 2 + 3 + 4 + + user_satisfaction + 1 + true + list + + + user_commment + + true + + + + + + 1 + HIGHLIGHT_CLASS_WARNING + images/incident-deadline.png + + + 2 + HIGHLIGHT_CLASS_CRITICAL + images/incident-escalated.png + + + 3 + HIGHLIGHT_CLASS_NONE + images/incident-closed.png + + + status + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + assigned + + + SetCurrentDate + + assignment_date + + + + + + escalated_tto + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + critical + + new + + + + + + assigned + + + SetAssignedDate + + + + + + + new + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + pending + + + SetCurrentDate + + last_pending_date + + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + assigned + + + + escalated_ttr + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + critical + + assigned + + + + pending + + + SetCurrentDate + + last_pending_date + + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + assigned + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + assigned + + + + + + + + + + + + + + + + + + + + + assigned + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + closed + + assigned + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + closed + + + SetCurrentDate + + close_date + + + + + + assigned + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + closed + + resolved + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('assignment_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('last_pending_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('resolution_date', time()); $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $this->Set('time_spent', $iTimeSpent); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('close_date', time()); return true; }]]> - - - false - public - Overload-DBObject - + + false + public + Overload-DBObject + IsNew() && ($this->Get('parent_incident_id') == $this->GetKey())) @@ -1006,15 +1006,15 @@ $this->m_aCheckIssues[] = Dict::Format('Class:Incident/Error:CannotAssignParentIncidentIdToSelf'); } }]]> - - - /** Compute the priority of the ticket based on its impact and urgency - * @return integer The priority of the ticket 1(high) .. 3(low) - */ - false - public - LifecycleAction - + + /** Compute the priority of the ticket based on its impact and urgency + * @return integer The priority of the ticket 1(high) .. 3(low) + */ + false + public + LifecycleAction + - - - false - public - Overload-DBObject - + + false + public + Overload-DBObject + - - - false - public - Overload-cmdbAbstractObject - + + false + public + Overload-cmdbAbstractObject + - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + - - - + + - false - public - LifecycleAction - - - false + public + LifecycleAction + + + - - - + + - false - public - Internal - false + public + Internal + Get('status') != 'resolved') { @@ -1219,12 +1219,12 @@ $this->DBUpdate(); } }]]> - - - false - public - LifecycleAction - + + false + public + LifecycleAction + - - - false - public - LifecycleAction - + + false + public + LifecycleAction + Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry(); @@ -1311,24 +1311,24 @@ return true; }]]> - - - false - public - LifecycleAction - + + false + public + LifecycleAction + UpdateImpactedItems(); }]]> - - - false - protected - Overload-DBObject - + + false + protected + Overload-DBObject + Set('last_update', time()); $this->Set('start_date', time()); }]]> - - - false - protected - Overload-DBObject - + + false + protected + Overload-DBObject + ListChanges(); @@ -1353,488 +1353,522 @@ $this->UpdateChildRequestLog(); $this->UpdateChildIncidentLog(); }]]> - - - -
- - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - 10 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - - - - - 70 - - - 10 - - - 10 - - - 20 - - - 30 - - - - - 20 - - - 10 - - - 20 - - - - - 30 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - 70 - - - 80 - - - - - - - 80 - - - 10 - - - 10 - - - 20 - - - 30 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - - - 30 - - - 10 - - - 20 - - - 30 - - - 40 - - - - - - -
- - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 70 - - - 80 - - - 90 - - - 95 - - - 100 - - - 110 - - - 120 - - - 130 - - - 140 - - - 150 - - - 160 - - - 170 - - - 180 - - - 190 - - - 200 - - - 210 - - - 220 - - - 230 - - - - - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 55 - - - 60 - - - - - - - - - 35 - - - - 0 - IncidentManagement - - DashboardLayoutTwoCols - UI:IncidentMgmtMenuOverview:Title - - - 0 - - - UI-IncidentManagementOverview-IncidentByPriority-last-14-days - SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date - priority - - - - - - 1 - - - UI-IncidentManagementOverview-Last-14-days - SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date - start_date:day_of_month - - - - - - 2 - - - UI-IncidentManagementOverview-OpenIncidentByStatus - SELECT Incident WHERE status NOT IN ('closed','rejected') - status - - - - - - 3 - - - UI-IncidentManagementOverview-OpenIncidentByAgent - SELECT Incident WHERE status NOT IN ('closed','rejected') - agent_id - - - - - - 4 - - - UI-IncidentManagementOverview-OpenIncidentByCustomer - SELECT Incident WHERE status NOT IN ('closed','rejected') - org_id - - - - - - - - - 1 - IncidentManagement - Incident - - - 2 - IncidentManagement - Incident - - - 3 - IncidentManagement - - - - 0 - Incident:Shortcuts - - - fast - - - 1 - Incident:Shortcuts - - - fast - - - 2 - Incident:Shortcuts - - 1 - fast - - - - - - - - - allow - allow - allow - - - - - - - - - - - - - - - id)]]> - Tickets:Related:OpenIncidents - itop-incident-mgmt-itil/images/incident-red.png - yes - - - - - - - - - - - id)]]> - Tickets:Related:OpenIncidents - itop-incident-mgmt-itil/images/incident-red.png - yes - - - - - - - - - - - id)]]> - Tickets:Related:OpenIncidents - itop-incident-mgmt-itil/images/incident-red.png - yes - - - - - - - - - - - - - - - - Tickets:Related:OpenIncidents - itop-incident-mgmt-itil/images/incident-red.png - yes - - - - - - - - Tickets:Related:OpenIncidents - itop-incident-mgmt-itil/images/incident-red.png - yes - - - - - - - - + + + +
+ + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 60 + + + 10 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 60 + + + + + 20 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + + + + + 70 + + + 10 + + + 10 + + + 20 + + + 30 + + + + + 20 + + + 10 + + + 20 + + + + + 30 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 60 + + + 70 + + + 80 + + + + + + + 80 + + + 10 + + + 10 + + + 20 + + + 30 + + + + + 20 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + + + 30 + + + 10 + + + 20 + + + 30 + + + 40 + + + + + + +
+ + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 70 + + + 80 + + + 90 + + + 95 + + + 100 + + + 110 + + + 120 + + + 130 + + + 140 + + + 150 + + + 160 + + + 170 + + + 180 + + + 190 + + + 200 + + + 210 + + + 220 + + + 230 + + + + + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 55 + + + 60 + + + + + + + + + 35 + + + + 0 + IncidentManagement + + DashboardLayoutTwoCols + UI:IncidentMgmtMenuOverview:Title + + + 0 + + + UI-IncidentManagementOverview-IncidentByPriority-last-14-days + SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date + priority + + + + + + 1 + + + UI-IncidentManagementOverview-Last-14-days + SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date + start_date:day_of_month + + + + + + 2 + + + UI-IncidentManagementOverview-OpenIncidentByStatus + SELECT Incident WHERE status NOT IN ('closed','rejected') + status + + + + + + 3 + + + UI-IncidentManagementOverview-OpenIncidentByAgent + SELECT Incident WHERE status NOT IN ('closed','rejected') + agent_id + + + + + + 4 + + + UI-IncidentManagementOverview-OpenIncidentByCustomer + SELECT Incident WHERE status NOT IN ('closed','rejected') + org_id + + + + + + + + + 1 + IncidentManagement + Incident + + + 2 + IncidentManagement + Incident + + + 3 + IncidentManagement + + + + 0 + Incident:Shortcuts + + + fast + + + 1 + Incident:Shortcuts + + + fast + + + 2 + Incident:Shortcuts + + 1 + fast + + + + + + + + + allow + allow + allow + + + + + + + + + + + + + + + + + + + Incident + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + id)]]> + Tickets:Related:OpenIncidents + itop-incident-mgmt-itil/images/incident-red.png + yes + + + + + + + + + + + id)]]> + Tickets:Related:OpenIncidents + itop-incident-mgmt-itil/images/incident-red.png + yes + + + + + + + + + + + id)]]> + Tickets:Related:OpenIncidents + itop-incident-mgmt-itil/images/incident-red.png + yes + + + + + + + + + + + + + + + + Tickets:Related:OpenIncidents + itop-incident-mgmt-itil/images/incident-red.png + yes + + + + + + + + Tickets:Related:OpenIncidents + itop-incident-mgmt-itil/images/incident-red.png + yes + + + + + + + + diff --git a/datamodels/2.x/itop-request-mgmt-itil/datamodel.itop-request-mgmt-itil.xml b/datamodels/2.x/itop-request-mgmt-itil/datamodel.itop-request-mgmt-itil.xml index fd93b3282..d6d7b172d 100755 --- a/datamodels/2.x/itop-request-mgmt-itil/datamodel.itop-request-mgmt-itil.xml +++ b/datamodels/2.x/itop-request-mgmt-itil/datamodel.itop-request-mgmt-itil.xml @@ -1,1143 +1,1143 @@ - - - - - - - - - - org_id AND caller_id = :contact->id]]> - org_id]]> - - - - Ticket - - + + + + + + + + + org_id AND caller_id = :contact->id]]> + org_id]]> + + + + Ticket + + - bizmodel,searchable,requestmgmt - false - autoincrement - ticket_request - id - - - - - - - - images/user-request.png - - - - - - - - - - - - - - true - - new - waiting_for_approval - approved - rejected - assigned - pending - escalated_tto - escalated_ttr - resolved - closed - - status - new - false - - - - service_request - - request_type - service_request - true - list - - - - 1 - 2 - 3 - - impact - 1 - false - list - - - - 1 - 2 - 3 - 4 - - - - - - priority - 4 - false - - - - 1 - 2 - 3 - 4 - - urgency - 4 - false - - - - mail - phone - portal - - origin - phone - true - - - org_id]]> - - - - approver_id - Person - true - DEL_MANUAL - false - - - approver_id - email - - - org_id AND s.status != 'obsolete']]> - - - - service_id - Service - true - DEL_MANUAL - false - - - service_id - name - - - service_id AND request_type = :this->request_type AND status != 'obsolete']]> - - - - - servicesubcategory_id - ServiceSubcategory - true - DEL_MANUAL - false - - - - servicesubcategory_id - name - - - - yes - no - - escalation_flag - no - true - list - - - escalation_reason - - true - - - assignment_date - - true - - - resolution_date - - true - - - last_pending_date - - true - - - - - - - - - - - true - - - - - - ResponseTicketTTO - - - - warning - false - - - - - - - critical - false - - - - ApplyStimulus - - ev_timeout - - - - - - - - true - - - - - - - - - ResponseTicketTTR - - - - warning - false - - - - - - - critical - false - - - - ApplyStimulus - - ev_timeout - - - - - - - - tto - 100_deadline - - - tto - 100_passed - - - tto - 100_overrun - - - ttr - 100_deadline - - - ttr - 100_passed - - - ttr - 100_overrun - - - time_spent - - true - - - - assistance - other - software patch - training - hardware repair - system update - bug fixed - - resolution_code - assistance - true - - - solution - - true - - - pending_reason - - true - - - id AND status NOT IN ('rejected','resolved','closed')]]> - - - parent_request_id - UserRequest - true - DEL_MANUAL - - - parent_request_id - ref - - - - parent_incident_id - Incident - true - DEL_MANUAL - - - parent_incident_id - ref - - - parent_problem_id - Problem - true - DEL_MANUAL - - - parent_problem_id - ref - - - - parent_change_id - Change - true - DEL_MANUAL - - - parent_change_id - ref - - - UserRequest - parent_request_id - add_remove - 0 - 0 - - - public_log - - true - - - - 1 - 2 - 3 - 4 - - user_satisfaction - 1 - true - - - user_commment - - true - - - - - - 1 - HIGHLIGHT_CLASS_WARNING - images/user-request-deadline.png - - - 2 - HIGHLIGHT_CLASS_CRITICAL - images/user-request-escalated.png - - - 3 - HIGHLIGHT_CLASS_NONE - images/user-request-closed.png - - - status - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - assigned - - - SetCurrentDate - - assignment_date - - - - - - escalated_tto - - - - waiting_for_approval - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - critical - - new - - - - - - assigned - - - SetCurrentDate - - assignment_date - - - - - - - - new - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - pending - - - SetCurrentDate - - last_pending_date - - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - assigned - - - - escalated_ttr - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - critical - - assigned - - - - pending - - - SetCurrentDate - - last_pending_date - - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - assigned - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - new - - - - - - - - - approved - - - - rejected - - - - - - waiting_for_approval - - - - - - - - escalated_tto - - - - assigned - - - SetCurrentDate - - assignment_date - - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - new - - - - - - - - - new - - - - - - assigned - - - - - - - - - - - - - - - assigned - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - closed - - assigned - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - closed - - - SetCurrentDate - - close_date - - - - - - assigned - - - - - resolved - - - SetCurrentDate - - resolution_date - - - - SetElapsedTime - - time_spent - start_date - DefaultWorkingTimeComputer - - - - ResolveChildTickets - - - - - - - - - closed - - resolved - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - bizmodel,searchable,requestmgmt + false + autoincrement + ticket_request + id + + + + + + + + images/user-request.png + + + + + + + + + + + + + + true + + new + waiting_for_approval + approved + rejected + assigned + pending + escalated_tto + escalated_ttr + resolved + closed + + status + new + false + + + + service_request + + request_type + service_request + true + list + + + + 1 + 2 + 3 + + impact + 1 + false + list + + + + 1 + 2 + 3 + 4 + + + + + + priority + 4 + false + + + + 1 + 2 + 3 + 4 + + urgency + 4 + false + + + + mail + phone + portal + + origin + phone + true + + + org_id]]> + + + + approver_id + Person + true + DEL_MANUAL + false + + + approver_id + email + + + org_id AND s.status != 'obsolete']]> + + + + service_id + Service + true + DEL_MANUAL + false + + + service_id + name + + + service_id AND request_type = :this->request_type AND status != 'obsolete']]> + + + + + servicesubcategory_id + ServiceSubcategory + true + DEL_MANUAL + false + + + + servicesubcategory_id + name + + + + yes + no + + escalation_flag + no + true + list + + + escalation_reason + + true + + + assignment_date + + true + + + resolution_date + + true + + + last_pending_date + + true + + + + + + + + + + + true + + + + + + ResponseTicketTTO + + + + warning + false + + + + + + + critical + false + + + + ApplyStimulus + + ev_timeout + + + + + + + + true + + + + + + + + + ResponseTicketTTR + + + + warning + false + + + + + + + critical + false + + + + ApplyStimulus + + ev_timeout + + + + + + + + tto + 100_deadline + + + tto + 100_passed + + + tto + 100_overrun + + + ttr + 100_deadline + + + ttr + 100_passed + + + ttr + 100_overrun + + + time_spent + + true + + + + assistance + other + software patch + training + hardware repair + system update + bug fixed + + resolution_code + assistance + true + + + solution + + true + + + pending_reason + + true + + + id AND status NOT IN ('rejected','resolved','closed')]]> + + + parent_request_id + UserRequest + true + DEL_MANUAL + + + parent_request_id + ref + + + + parent_incident_id + Incident + true + DEL_MANUAL + + + parent_incident_id + ref + + + parent_problem_id + Problem + true + DEL_MANUAL + + + parent_problem_id + ref + + + + parent_change_id + Change + true + DEL_MANUAL + + + parent_change_id + ref + + + UserRequest + parent_request_id + add_remove + 0 + 0 + + + public_log + + true + + + + 1 + 2 + 3 + 4 + + user_satisfaction + 1 + true + + + user_commment + + true + + + + + + 1 + HIGHLIGHT_CLASS_WARNING + images/user-request-deadline.png + + + 2 + HIGHLIGHT_CLASS_CRITICAL + images/user-request-escalated.png + + + 3 + HIGHLIGHT_CLASS_NONE + images/user-request-closed.png + + + status + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + assigned + + + SetCurrentDate + + assignment_date + + + + + + escalated_tto + + + + waiting_for_approval + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + critical + + new + + + + + + assigned + + + SetCurrentDate + + assignment_date + + + + + + + + new + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + pending + + + SetCurrentDate + + last_pending_date + + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + assigned + + + + escalated_ttr + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + critical + + assigned + + + + pending + + + SetCurrentDate + + last_pending_date + + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + assigned + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + new + + + + + + + + + approved + + + + rejected + + + + + + waiting_for_approval + + + + + + + + escalated_tto + + + + assigned + + + SetCurrentDate + + assignment_date + + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + new + + + + + + + + + new + + + + + + assigned + + + + + + + + + + + + + + + assigned + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + closed + + assigned + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + closed + + + SetCurrentDate + + close_date + + + + + + assigned + + + + + resolved + + + SetCurrentDate + + resolution_date + + + + SetElapsedTime + + time_spent + start_date + DefaultWorkingTimeComputer + + + + ResolveChildTickets + + + + + + + + + closed + + resolved + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('assignment_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('last_pending_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('resolution_date', time()); $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $this->Set('time_spent', $iTimeSpent); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('close_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('approver_id', UserRights::GetUserId()); return true; }]]> - - - false - public - Overload-DBObject - + + false + public + Overload-DBObject + IsNew() && ($this->Get('parent_request_id') == $this->GetKey())) @@ -1145,15 +1145,15 @@ $this->m_aCheckIssues[] = Dict::Format('Class:UserRequest/Error:CannotAssignParentRequestIdToSelf'); } }]]> - - - /** Compute the priority of the ticket based on its impact and urgency - * @return integer The priority of the ticket 1(high) .. 3(low) - */ - false - public - LifecycleAction - + + /** Compute the priority of the ticket based on its impact and urgency + * @return integer The priority of the ticket 1(high) .. 3(low) + */ + false + public + LifecycleAction + - - - false - public - Overload-DBObject - + + false + public + Overload-DBObject + - - - false - public - Overload-cmdbAbstractObject - + + false + public + Overload-cmdbAbstractObject + - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + - - - + + - false - public - LifecycleAction - - - false + public + LifecycleAction + + + - - - + + - false - public - Internal - false + public + Internal + Get('status') != 'resolved') { @@ -1317,12 +1317,12 @@ $this->DBUpdate(); } }]]> - - - false - public - LifecycleAction - + + false + public + LifecycleAction + Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry(); @@ -1362,12 +1362,12 @@ return true; }]]> - - - false - public - LifecycleAction - + + false + public + LifecycleAction + UpdateImpactedItems(); }]]> - - - false - protected - Overload-DBObject - + + false + protected + Overload-DBObject + ComputeImpactedItems(); $this->Set('last_update', time()); $this->Set('start_date', time()); }]]> - - - false - protected - Overload-DBObject - + + false + protected + Overload-DBObject + Set('last_update', time()); $this->UpdateChildRequestLog(); }]]> - - - -
- - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 10 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - - - - - 60 - - - 10 - - - 10 - - - 20 - - - 30 - - - 40 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - - - 30 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - 70 - - - 80 - - - - - - - 70 - - - 10 - - - 10 - - - 20 - - - 30 - - - 40 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - - - 30 - - - 10 - - - 20 - - - 30 - - - 40 - - - - - - -
- - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 70 - - - 80 - - - 90 - - - 95 - - - 100 - - - 110 - - - 120 - - - 130 - - - 140 - - - 150 - - - 160 - - - 170 - - - 180 - - - 190 - - - 200 - - - 210 - - - 220 - - - 230 - - - 240 - - - - - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 55 - - - 60 - - - - - - - - - - - - 1 - - - 0 - Menu:RequestManagement - itop-welcome-itil/images/user-request-deadline.png - Menu:UserRequest:OpenRequests - SELECT UserRequest WHERE status != "closed" - status - new,assigned,escalated_tto,escalated_ttr,resolved - - - 1 - UI:WelcomeMenu:MyCalls - SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved") - true - - - - - - - - 30 - - - - 0 - RequestManagement - - DashboardLayoutTwoCols - UI:RequestMgmtMenuOverview:Title - - - 0 - - - 0 - UI-RequestManagementOverview-RequestByType-last-14-days - SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date - request_type - - - - - - 1 - - - 0 - UI-RequestManagementOverview-Last-14-days - SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date - start_date:day_of_month - - - - - - 2 - - - 0 - UI-RequestManagementOverview-OpenRequestByStatus - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - status - - - - - - 3 - - - 0 - UI-RequestManagementOverview-OpenRequestByAgent - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - agent_id - - - - - - 4 - - - 0 - UI-RequestManagementOverview-OpenRequestByType - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - finalclass - - - - - - 5 - - - 0 - UI-RequestManagementOverview-OpenRequestByCustomer - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - org_id - - - - - - - - - 1 - RequestManagement - UserRequest - - - 2 - RequestManagement - UserRequest - - - 3 - RequestManagement - - - - 0 - UserRequest:Shortcuts - - - fast - - - 1 - UserRequest:Shortcuts - - - fast - - - 2 - UserRequest:Shortcuts - - 1 - fast - - - 3 - UserRequest:Shortcuts - - - fast - - + + + +
+ + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 10 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 60 + + + + + 20 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + + + + + 60 + + + 10 + + + 10 + + + 20 + + + 30 + + + 40 + + + + + 20 + + + 10 + + + 20 + + + 30 + + + + + 30 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 60 + + + 70 + + + 80 + + + + + + + 70 + + + 10 + + + 10 + + + 20 + + + 30 + + + 40 + + + + + 20 + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + + + 30 + + + 10 + + + 20 + + + 30 + + + 40 + + + + + + +
+ + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 70 + + + 80 + + + 90 + + + 95 + + + 100 + + + 110 + + + 120 + + + 130 + + + 140 + + + 150 + + + 160 + + + 170 + + + 180 + + + 190 + + + 200 + + + 210 + + + 220 + + + 230 + + + 240 + + + + + + + 10 + + + 20 + + + 30 + + + 40 + + + 50 + + + 55 + + + 60 + + + + + + + + + + + + 1 + + + 0 + Menu:RequestManagement + itop-welcome-itil/images/user-request-deadline.png + Menu:UserRequest:OpenRequests + SELECT UserRequest WHERE status != "closed" + status + new,assigned,escalated_tto,escalated_ttr,resolved + + + 1 + UI:WelcomeMenu:MyCalls + SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved") + true + + + + + + + + 30 + + + + 0 + RequestManagement + + DashboardLayoutTwoCols + UI:RequestMgmtMenuOverview:Title + + + 0 + + + 0 + UI-RequestManagementOverview-RequestByType-last-14-days + SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date + request_type + + + + + + 1 + + + 0 + UI-RequestManagementOverview-Last-14-days + SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date + start_date:day_of_month + + + + + + 2 + + + 0 + UI-RequestManagementOverview-OpenRequestByStatus + SELECT UserRequest WHERE status NOT IN ('closed','rejected') + status + + + + + + 3 + + + 0 + UI-RequestManagementOverview-OpenRequestByAgent + SELECT UserRequest WHERE status NOT IN ('closed','rejected') + agent_id + + + + + + 4 + + + 0 + UI-RequestManagementOverview-OpenRequestByType + SELECT UserRequest WHERE status NOT IN ('closed','rejected') + finalclass + + + + + + 5 + + + 0 + UI-RequestManagementOverview-OpenRequestByCustomer + SELECT UserRequest WHERE status NOT IN ('closed','rejected') + org_id + + + + + + + + + 1 + RequestManagement + UserRequest + + + 2 + RequestManagement + UserRequest + + + 3 + RequestManagement + + + + 0 + UserRequest:Shortcuts + + + fast + + + 1 + UserRequest:Shortcuts + + + fast + + + 2 + UserRequest:Shortcuts + + 1 + fast + + + 3 + UserRequest:Shortcuts + + + fast + + + + + + + + + + + + + + + diff --git a/datamodels/2.x/itop-request-mgmt/datamodel.itop-request-mgmt.xml b/datamodels/2.x/itop-request-mgmt/datamodel.itop-request-mgmt.xml index f72200b24..c1bf839d9 100755 --- a/datamodels/2.x/itop-request-mgmt/datamodel.itop-request-mgmt.xml +++ b/datamodels/2.x/itop-request-mgmt/datamodel.itop-request-mgmt.xml @@ -1,21 +1,21 @@ - - - - - - - - - org_id AND caller_id = :contact->id]]> - org_id]]> - - - - Ticket - - + + + + + + + + org_id AND caller_id = :contact->id]]> + org_id]]> + + + + Ticket + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('assignment_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('last_pending_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('resolution_date', time()); $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $this->Set('time_spent', $iTimeSpent); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('close_date', time()); return true; }]]> - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + Set('approver_id', UserRights::GetUserId()); return true; }]]> - - - false - public - Overload-DBObject - + + false + public + Overload-DBObject + IsNew() && ($this->Get('parent_request_id') == $this->GetKey())) @@ -1148,15 +1148,15 @@ $this->m_aCheckIssues[] = Dict::Format('Class:UserRequest/Error:CannotAssignParentRequestIdToSelf'); } }]]> - - - /** Compute the priority of the ticket based on its impact and urgency - * @return integer The priority of the ticket 1(high) .. 3(low) - */ - false - public - LifecycleAction - + + /** Compute the priority of the ticket based on its impact and urgency + * @return integer The priority of the ticket 1(high) .. 3(low) + */ + false + public + LifecycleAction + - - - false - public - Overload-DBObject - + + false + public + Overload-DBObject + Set('priority', $this->ComputePriority()); @@ -1213,12 +1213,12 @@ return parent::ComputeValues(); }]]> - - - false - public - Overload-cmdbAbstractObject - + + false + public + Overload-cmdbAbstractObject + - - - + + - false - public - LifecycleAction - false + public + LifecycleAction + - - - + + - false - public - LifecycleAction - - - false + public + LifecycleAction + + + - - - + + - false - public - Internal - false + public + Internal + Get('status') != 'resolved') { @@ -1330,12 +1330,12 @@ $this->DBUpdate(); } }]]> - - - false - public - LifecycleAction - + + false + public + LifecycleAction + Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry(); @@ -1375,12 +1375,12 @@ return true; }]]> - - - false - public - LifecycleAction - + + false + public + LifecycleAction + UpdateImpactedItems(); }]]> - - - false - protected - Overload-DBObject - + + false + protected + Overload-DBObject + Set('last_update', time()); $this->Set('start_date', time()); }]]> - - - false - protected - Overload-DBObject - + + false + protected + Overload-DBObject + Set('last_update', time()); $this->UpdateChildRequestLog(); }]]> - - - -
- - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 10 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - - - - - 60 - - - 10 - - - 10 - - - 20 - - - 30 - - - 40 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - - - 30 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 60 - - - 70 - - - 80 - - - - - - - 70 - - - 10 - - - 10 - - - 20 - - - 30 - - - - - 20 - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - - - 30 - - - 10 - - - 20 - - - 30 - - - 40 - - - - - - -
- - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 70 - - - 80 - - - 90 - - - 95 - - - 100 - - - 110 - - - 120 - - - 130 - - - 140 - - - 150 - - - 160 - - - 170 - - - 180 - - - 190 - - - 200 - - - 210 - - - 220 - - - 230 - - - 240 - - - - - - - 10 - - - 20 - - - 30 - - - 40 - - - 50 - - - 55 - - - 60 - - - - - - - - - - - - 1 - - - 0 - Menu:RequestManagement - itop-welcome-itil/images/user-request-deadline.png - Menu:UserRequest:OpenRequests - SELECT UserRequest WHERE status != "closed" - status - new,assigned,escalated_tto,escalated_ttr,resolved - - - 1 - UI:WelcomeMenu:MyCalls - SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved") - true - - - - - - - - 30 - - - - 0 - RequestManagement - - DashboardLayoutTwoCols - UI:RequestMgmtMenuOverview:Title - - - 0 - - - 0 - UI-RequestManagementOverview-RequestByType-last-14-days - SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date - request_type - - - - - - 1 - - - 0 - UI-RequestManagementOverview-Last-14-days - SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date - start_date:day_of_month - - - - - - 2 - - - 0 - UI-RequestManagementOverview-OpenRequestByStatus - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - status - - - - - - 3 - - - 0 - UI-RequestManagementOverview-OpenRequestByAgent - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - agent_id - - - - - - 4 - - - 0 - UI-RequestManagementOverview-OpenRequestByType - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - finalclass - - - - - - 5 - - - 0 - UI-RequestManagementOverview-OpenRequestByCustomer - SELECT UserRequest WHERE status NOT IN ('closed','rejected') - org_id - - - - - - - - - 1 - RequestManagement - UserRequest - - - 2 - RequestManagement - UserRequest - - - 3 - RequestManagement - - - - 0 - UserRequest:Shortcuts - - - fast - - - 1 - UserRequest:Shortcuts - - - fast - - - 2 - UserRequest:Shortcuts - - 1 - fast - - - 3 - UserRequest:Shortcuts - - - fast - - - - - - - - - - - id)]]> - Tickets:Related:OpenIncidents - itop-request-mgmt/images/incident-red.png - yes - - - - - - - - - - - id)]]> - Tickets:Related:OpenIncidents - itop-request-mgmt/images/incident-red.png - yes - - - - - - - - - - - - - - - - Tickets:Related:OpenIncidents - itop-request-mgmt/images/incident-red.png - yes - - - - - - - - Tickets:Related:OpenIncidents - itop-request-mgmt/images/incident-red.png - yes - - - - - - - - + + + +
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-
-
+