Ticket bizmodel,searchable,requestmgmt false autoincrement ticket_incident id status true rank new 10 assigned 60 pending 70 escalated_tto 80 escalated_ttr 90 resolved 100 closed 110 $ibo-lifecycle-neutral-state-primary-color $ibo-lifecycle-neutral-state-secondary-color 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 label in_person chat 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 tto timespent ttr 100_deadline ttr 100_passed ttr 100_overrun ttr timespent time_spent true label assistance other software patch training hardware repair system update bug fixed resolution_code assistance true list solution true html 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.svg 2 HIGHLIGHT_CLASS_CRITICAL images/incident-escalated.svg 3 HIGHLIGHT_CLASS_NONE images/incident-closed.svg assigned SetCurrentDate assignment_date escalated_tto resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets critical new assigned SetCurrentDate assignment_date resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets 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 closed resolved true public Overload-DBObject false public Overload-DBObject IsNew() && ($this->Get('parent_incident_id') == $this->GetKey())) { $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 array( 1 => 1, 2 => 1, 3 => 2, 4 => 4, ), // a group 2 => array( 1 => 1, 2 => 2, 3 => 3, 4 => 4, ), // a departement! 3 => array( 1 => 2, 2 => 3, 3 => 3, 4 => 4, ), ); $oAttDef = MetaModel::GetAttributeDef(get_class($this), 'priority'); $iPriority = $oAttDef->IsNullAllowed() ? null : $oAttDef->GetDefaultValue(); if (isset($aPriorities[(int)$this->Get('impact')]) && isset($aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')])) { $iPriority = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')]; } return $iPriority; }]]> false public Overload-DBObject Set('priority', $this->ComputePriority()); return parent::ComputeValues(); }]]> false public Overload-cmdbAbstractObject GetKey();; $oKnownErrorSet = new CMDBObjectSet(DBObjectSearch::FromOQL("SELECT KnownError AS ke JOIN lnkErrorToFunctionalCI AS l1 ON l1.error_id=ke.id JOIN FunctionalCI AS ci ON l1.functionalci_id=ci.id JOIN lnkFunctionalCIToTicket AS l2 ON l2.functionalci_id=ci.id WHERE l2.ticket_id=$iTicketID")); $iNumberKE=$oKnownErrorSet->count(); if ($iNumberKE > 0) { $oPage->SetCurrentTab($sTabCode, Dict::S($sTabCode)." ($iNumberKE)", Dict::S($sTabCode."+")); } else { $oPage->SetCurrentTab($sTabCode, Dict::S($sTabCode), Dict::S($sTabCode."+")); } self::DisplaySet($oPage, $oKnownErrorSet, [ 'menu' => false, 'panel_title' => Dict::S($sTabCode), 'panel_icon' => MetaModel::GetClassIcon($sKnownErrorClass, false), 'panel_title_tooltip' => Dict::S($sTabCode."+"), ]); } }]]> false public LifecycleAction $this->GetKey())); while($oRequest = $oChildRequestSet->Fetch()) { if (!array_key_exists($oRequest->GetKey(), $aRequests)) { $aRequests[$oRequest->GetKey()] = true; $oRequest->ResolveFrom($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 = $oChildIncidentSet->Fetch()) { if (!array_key_exists($oIncident->GetKey(), $Incidents)) { $Incidents[$oIncident->GetKey()] = true; $oIncident->ResolveFrom($this); } } return true; }]]> false public Internal Get('status') != 'resolved' && $this->Get('status') != 'closed' ) { $aDummy = array(); $aExcludedAttributes = array('team_id', 'agent_id'); foreach(MetaModel::ListAttributeDefs(get_class($this)) as $sAttCode => $oAttDef) { // Exclude inter dependant attributes to keep consistency if(in_array($sAttCode, $aExcludedAttributes)) { continue; } if (($this->GetAttributeFlags($sAttCode, $aDummy, 'resolved') & OPT_ATT_MANDATORY) && empty($this->Get($sAttCode))) { $this->Set($sAttCode, $oParentTicket->Get($sAttCode)); } } if (($this->Get('team_id') == 0) || ($this->Get('agent_id') ==0)) { $this->Set('team_id', $oParentTicket->Get('team_id')); $this->Set('agent_id', $oParentTicket->Get('agent_id')); } $sParent = '[['.get_class($oParentTicket).':'.$oParentTicket->GetKey().'|'.$oParentTicket->Get('ref').']]'; $this->Set('solution', Dict::Format('Tickets:ResolvedFrom', $sParent, MetaModel::GetName(get_class($oParentTicket)))); $this->ApplyStimulus('ev_autoresolve'); $this->DBUpdate(); } }]]> false public LifecycleAction Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry('html'); if ($sLogPublic != '') { $sOQL = "SELECT UserRequest WHERE parent_incident_id=:ticket"; $oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oRequest = $oChildRequestSet->Fetch()) { $oRequest->set('public_log',$sLogPublic); $oRequest->DBUpdate(); } } $oLog = $this->Get('private_log'); $sLogPrivate = $oLog->GetModifiedEntry('html'); if ($sLogPrivate != '') { $sOQL = "SELECT UserRequest WHERE parent_incident_id=:ticket"; $oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oRequest = $oChildRequestSet->Fetch()) { $oRequest->set('private_log',$sLogPrivate); $oRequest->DBUpdate(); } } return true; }]]> false public LifecycleAction Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry('html'); if ($sLogPublic != '') { $sOQL = "SELECT Incident WHERE parent_incident_id=:ticket"; $oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oIncident = $oChildIncidentSet->Fetch()) { $oIncident->set('public_log',$sLogPublic); $oIncident->DBUpdate(); } } $oLog = $this->Get('private_log'); $sLogPrivate = $oLog->GetModifiedEntry('html'); if ($sLogPrivate != '') { $sOQL = "SELECT Incident WHERE parent_incident_id=:ticket"; $oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oIncident = $oChildIncidentSet->Fetch()) { $oIncident->set('private_log',$sLogPrivate); $oIncident->DBUpdate(); } } return true; }]]> false public LifecycleAction UpdateImpactedItems(); }]]> false protected Overload-DBObject SetIfNull('last_update', time()); $this->SetIfNull('start_date', time()); }]]> false protected Overload-DBObject Set('last_update', time()); $this->UpdateChildRequestLog(); $this->UpdateChildIncidentLog(); }]]>

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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 60 35 0 IncidentManagement DashboardLayoutTwoCols 0 SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date priority 1 SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date start_date:day_of_month 2 SELECT Incident WHERE status NOT IN ('closed','rejected') status 3 SELECT Incident WHERE status NOT IN ('closed','rejected') agent_id 4 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.svg yes id) ]]> Tickets:Related:OpenIncidents itop-incident-mgmt-itil/images/incident-red.svg yes id) ]]> Tickets:Related:OpenIncidents itop-incident-mgmt-itil/images/incident-red.svg yes Tickets:Related:OpenIncidents itop-incident-mgmt-itil/images/incident-red.dvg yes Tickets:Related:OpenIncidents itop-incident-mgmt-itil/images/incident-red.svg yes