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#1022 Do cascade the resolution of an incident to its child requests + rework of the lifecycle/actions to ease the extensibility (New handlers: Rest, Copy, SetCurrentDate, SetCurrentUser, SetElapsedTime)

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SVN:trunk[3423]
This commit is contained in:
Romain Quetiez
2014-11-19 09:44:52 +00:00
parent ca90f9b32a
commit f4b10d3e81
13 changed files with 802 additions and 104 deletions
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220
datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml
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@@ -485,7 +485,10 @@
<target>assigned</target>
<actions>
<action>
<verb>SetAssignedDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">assignment_date</param>
</params>
</action>
</actions>
</transition>
@@ -497,10 +500,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -560,7 +575,10 @@
<target>pending</target>
<actions>
<action>
<verb>SetLastPendingDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">last_pending_date</param>
</params>
</action>
</actions>
</transition>
@@ -568,10 +586,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -587,10 +617,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -607,7 +649,10 @@
<target>pending</target>
<actions>
<action>
<verb>SetLastPendingDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">last_pending_date</param>
</params>
</action>
</actions>
</transition>
@@ -615,10 +660,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -630,10 +687,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -669,10 +738,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -766,7 +847,10 @@
<target>closed</target>
<actions>
<action>
<verb>SetClosureDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">close_date</param>
</params>
</action>
</actions>
</transition>
@@ -779,10 +863,22 @@
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
<verb>SetCurrentDate</verb>
<params>
<param xsi:type="string">resolution_date</param>
</params>
</action>
<action>
<verb>resolveChilds</verb>
<verb>SetElapsedTime</verb>
<params>
<param xsi:type="string">time_spent</param>
<param xsi:type="string">start_date</param>
<param xsi:type="string">DefaultWorkingTimeComputer</param>
</params>
</action>
<action>
<verb>ResolveChildTickets</verb>
<params/>
</action>
</actions>
</transition>
@@ -838,6 +934,10 @@
</lifecycle>
<methods>
<method id="SetAssignedDate">
<comment><![CDATA[/**
* To be deprecated: use SetCurrentDate() instead
* @return void
*/]]></comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
@@ -848,6 +948,10 @@
}]]></code>
</method>
<method id="SetLastPendingDate">
<comment><![CDATA[/**
* To be deprecated: use SetCurrentDate() instead
* @return void
*/]]></comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
@@ -858,6 +962,10 @@
}]]></code>
</method>
<method id="SetResolveDate">
<comment><![CDATA[/**
* To be deprecated: use SetCurrentDate() and SetElapsedTime() instead
* @return void
*/]]></comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
@@ -870,6 +978,10 @@
}]]></code>
</method>
<method id="SetClosureDate">
<comment><![CDATA[/**
* To be deprecated: use SetCurrentDate() instead
* @return void
*/]]></comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
@@ -973,20 +1085,17 @@
}]]></code>
</method>
<method id="resolveChilds">
<comment><![CDATA[/**
* To be deprecated: use ResolveChildTickets() instead
*/]]></comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function resolveChilds($sStimulusCode)
{
$oMyChange = MetaModel::NewObject("CMDBChange");
$oMyChange->Set("date", time());
$sUserString = CMDBChange::GetCurrentUserName();
$oMyChange->Set("userinfo", $sUserString."(automatic resolution)");
$iChangeId = $oMyChange->DBInsert();
if (MetaModel::IsValidClass('UserRequest'))
{
$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
$sOQL = "SELECT UserRequest WHERE parent_incident_id=:ticket";
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
array(),
array(
@@ -1005,7 +1114,7 @@
$oRequest->set('resolution_code',$this->Get('resolution_code'));
$oRequest->set('solution','Automatically resolved by incident:[[Incident:'.$this->Get('ref').']]');
$oRequest->ApplyStimulus('ev_autoresolve');
$oRequest->DBUpdateTracked($oMyChange);
$oRequest->DBUpdate();
}
}
}
@@ -1029,13 +1138,70 @@
$oIncident->set('resolution_code',$this->Get('resolution_code'));
$oIncident->set('solution','Automatically resolved by incident:[[Incident:'.$this->Get('ref').']]');
$oIncident->ApplyStimulus('ev_autoresolve');
$oIncident->DBUpdateTracked($oMyChange);
$oIncident->DBUpdate();
}
}
return true;
}]]></code>
</method>
<method id="ResolveChildTickets">
<comment><![CDATA[/**
* Cascade the resolution to child User Request and Incidents
* @return true (returning false would stop the ongoing transition)
*/]]></comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<arguments>
</arguments>
<code><![CDATA[ public function ResolveChildTickets()
{
if (MetaModel::IsValidClass('UserRequest'))
{
// Automatically resolve child requests
$sOQL = "SELECT UserRequest WHERE parent_incident_id = :ticket AND status != 'resolved'";
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array('ticket' => $this->GetKey()));
while($oRequest = $oChildRequestSet->Fetch())
{
$oRequest->ResolveFrom($this);
}
}
// Automatically resolve child incidents
$sOQL = "SELECT Incident WHERE parent_incident_id = :ticket AND status != 'resolved'";
$oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array('ticket' => $this->GetKey()));
while($oIncident = $oChildIncidentSet->Fetch())
{
$oIncident->ResolveFrom($this);
}
return true;
}]]></code>
</method>
<method id="ResolveFrom">
<comment><![CDATA[/**
* Resolve the ticket from another resolved ticket
* @return void
*/]]></comment>
<static>false</static>
<access>public</access>
<type>Internal</type>
<code><![CDATA[ public function ResolveFrom($oParentTicket)
{
if ($this->Get('status') != 'resolved')
{
$this->Set('servicesubcategory_id', $oParentTicket->Get('servicesubcategory_id'));
$this->Set('service_id', $oParentTicket->Get('service_id'));
$this->Set('team_id', $oParentTicket->Get('team_id'));
$this->Set('agent_id', $oParentTicket->Get('agent_id'));
$this->Set('resolution_code', $oParentTicket->Get('resolution_code'));
$sParent = '[['.get_class($oParentTicket).':'.$oParentTicket->Get('ref').']]';
$this->Set('solution', Dict::Format('Tickets:ResolvedFrom', $sParent, MetaModel::GetName(get_class($oParentTicket))));
$this->ApplyStimulus('ev_autoresolve');
$this->DBUpdate();
}
}]]></code>
</method>
<method id="UpdateChildRequestLog">
<static>false</static>
<access>public</access>