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8c4e84dfaf
Designed to cope with the need to select tickets by operational status. The value of this attribute is computed by the framework. It depends on the actual ticket status (that attribute cannot be known by the root class because its definition varies from one type of ticket to another). The data model has been enriched with the new attribute Ticket::operational_status. Its value is 'active' unless the ticket status is either 'rejected', 'resolved' or 'closed'. The existing dashboards have been left unchanged but should be revised to fully benefit from the new attribute (e.g. Open requests, Open problems, etc.) Note: the alpha version of the compiler had already been committed by mistake a few days ago. SVN:trunk[3859]
1916 lines
70 KiB
XML
Executable File
1916 lines
70 KiB
XML
Executable File
<?xml version="1.0" encoding="UTF-8"?>
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<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.2">
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<constants>
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<constant id="PORTAL_USERREQUEST_PUBLIC_LOG" xsi:type="string" _delta="define"><![CDATA[public_log]]></constant>
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<constant id="PORTAL_USERREQUEST_USER_COMMENT" xsi:type="string" _delta="define"><![CDATA[user_comment]]></constant>
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<constant id="PORTAL_USERREQUEST_FORM_ATTRIBUTES" xsi:type="string" _delta="define"><![CDATA[title,description,impact,urgency]]></constant>
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<constant id="PORTAL_USERREQUEST_TYPE" xsi:type="string" _delta="define"><![CDATA[request_type]]></constant>
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<constant id="PORTAL_USERREQUEST_LIST_ZLIST" xsi:type="string" _delta="define"><![CDATA[finalclass,title,start_date,status,servicesubcategory_id,priority,caller_id]]></constant>
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<constant id="PORTAL_USERREQUEST_CLOSED_ZLIST" xsi:type="string" _delta="define"><![CDATA[title,start_date,close_date,servicesubcategory_id]]></constant>
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<constant id="PORTAL_USERREQUEST_DETAILS_ZLIST" xsi:type="string" _delta="define"><![CDATA[{"col:left":["ref","caller_id","servicesubcategory_id","title","description","solution"],"col:right":["status","priority","start_date","resolution_date","last_update","agent_id"]}]]></constant>
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<constant id="PORTAL_USERREQUEST_DISPLAY_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT UserRequest WHERE org_id = :contact->org_id AND caller_id = :contact->id]]></constant>
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<constant id="PORTAL_USERREQUEST_DISPLAY_POWERUSER_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT UserRequest WHERE org_id = :contact->org_id]]></constant>
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</constants>
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<classes>
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<class id="UserRequest" _delta="define">
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<parent>Ticket</parent>
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<properties>
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<comment><![CDATA[/**
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* Persistent classes for a CMDB
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*
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* @copyright Copyright (C) 2010-2012 Combodo SARL
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* @license http://opensource.org/licenses/AGPL-3.0
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*/]]></comment>
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<category>bizmodel,searchable,requestmgmt</category>
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<abstract>false</abstract>
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<key_type>autoincrement</key_type>
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<db_table>ticket_request</db_table>
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<db_key_field>id</db_key_field>
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<db_final_class_field/>
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<naming>
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<attributes>
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<attribute id="ref"/>
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</attributes>
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</naming>
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<display_template/>
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<icon>images/user-request.png</icon>
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<reconciliation>
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<attributes>
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<attribute id="ref"/>
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</attributes>
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</reconciliation>
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<order>
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<columns>
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<column id="ref" ascending="false"/>
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</columns>
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</order>
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</properties>
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<fields>
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<field id="status" xsi:type="AttributeEnum">
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<always_load_in_tables>true</always_load_in_tables>
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<values>
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<value id="new">new</value>
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<value id="waiting_for_approval">waiting_for_approval</value>
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<value id="approved">approved</value>
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<value id="rejected">rejected</value>
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<value id="assigned">assigned</value>
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<value id="pending">pending</value>
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<value id="escalated_tto">escalated_tto</value>
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<value id="escalated_ttr">escalated_ttr</value>
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<value id="resolved">resolved</value>
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<value id="closed">closed</value>
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</values>
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<sql>status</sql>
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<default_value>new</default_value>
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<is_null_allowed>false</is_null_allowed>
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</field>
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<field id="request_type" xsi:type="AttributeEnum">
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<values>
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<value id="incident">incident</value>
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<value id="service_request">service_request</value>
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</values>
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<sql>request_type</sql>
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<default_value>incident</default_value>
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<is_null_allowed>true</is_null_allowed>
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<display_style>list</display_style>
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</field>
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<field id="impact" xsi:type="AttributeEnum">
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<values>
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<value id="1">1</value>
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<value id="2">2</value>
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<value id="3">3</value>
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</values>
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<sql>impact</sql>
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<default_value>1</default_value>
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<is_null_allowed>false</is_null_allowed>
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<display_style>list</display_style>
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</field>
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<field id="priority" xsi:type="AttributeEnum">
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<values>
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<value id="1">1</value>
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<value id="2">2</value>
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<value id="3">3</value>
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<value id="4">4</value>
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</values>
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<dependencies>
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<attribute id="impact"/>
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<attribute id="urgency"/>
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</dependencies>
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<sql>priority</sql>
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<default_value>4</default_value>
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<is_null_allowed>false</is_null_allowed>
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</field>
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<field id="urgency" xsi:type="AttributeEnum">
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<values>
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<value id="1">1</value>
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<value id="2">2</value>
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<value id="3">3</value>
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<value id="4">4</value>
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</values>
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<sql>urgency</sql>
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<default_value>4</default_value>
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<is_null_allowed>false</is_null_allowed>
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</field>
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<field id="origin" xsi:type="AttributeEnum">
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<values>
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<value id="mail">mail</value>
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<value id="phone">phone</value>
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<value id="portal">portal</value>
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<value id="monitoring">monitoring</value>
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</values>
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<sql>origin</sql>
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<default_value>phone</default_value>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="approver_id" xsi:type="AttributeExternalKey">
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<filter><![CDATA[SELECT Person WHERE org_id= :this->org_id]]></filter>
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<dependencies>
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<attribute id="org_id"/>
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</dependencies>
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<sql>approver_id</sql>
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<target_class>Person</target_class>
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<is_null_allowed>true</is_null_allowed>
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<on_target_delete>DEL_MANUAL</on_target_delete>
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<allow_target_creation>false</allow_target_creation>
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<jointype/>
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</field>
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<field id="approver_email" xsi:type="AttributeExternalField">
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<extkey_attcode>approver_id</extkey_attcode>
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<target_attcode>email</target_attcode>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="service_id" xsi:type="AttributeExternalKey">
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<filter><![CDATA[SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id WHERE cc.org_id = :this->org_id AND s.status != 'obsolete']]></filter>
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<dependencies>
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<attribute id="org_id"/>
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</dependencies>
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<sql>service_id</sql>
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<target_class>Service</target_class>
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<is_null_allowed>true</is_null_allowed>
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<on_target_delete>DEL_MANUAL</on_target_delete>
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<allow_target_creation>false</allow_target_creation>
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<jointype/>
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</field>
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<field id="service_name" xsi:type="AttributeExternalField">
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<extkey_attcode>service_id</extkey_attcode>
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<target_attcode>name</target_attcode>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="servicesubcategory_id" xsi:type="AttributeExternalKey">
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<filter><![CDATA[SELECT ServiceSubcategory WHERE service_id = :this->service_id AND request_type = :this->request_type AND status != 'obsolete']]></filter>
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<dependencies>
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<attribute id="service_id"/>
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<attribute id="request_type"/>
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</dependencies>
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<sql>servicesubcategory_id</sql>
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<target_class>ServiceSubcategory</target_class>
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<is_null_allowed>true</is_null_allowed>
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<on_target_delete>DEL_MANUAL</on_target_delete>
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<allow_target_creation>false</allow_target_creation>
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<jointype/>
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</field>
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<field id="servicesubcategory_name" xsi:type="AttributeExternalField">
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<extkey_attcode>servicesubcategory_id</extkey_attcode>
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<target_attcode>name</target_attcode>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="escalation_flag" xsi:type="AttributeEnum">
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<values>
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<value id="yes">yes</value>
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<value id="no">no</value>
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</values>
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<sql>escalation_flag</sql>
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<default_value>no</default_value>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="escalation_reason" xsi:type="AttributeString">
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<sql>escalation_reason</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="assignment_date" xsi:type="AttributeDateTime">
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<sql>assignment_date</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="resolution_date" xsi:type="AttributeDateTime">
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<sql>resolution_date</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="last_pending_date" xsi:type="AttributeDateTime">
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<sql>last_pending_date</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="cumulatedpending" xsi:type="AttributeStopWatch">
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<states>
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<state id="pending"/>
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</states>
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<working_time/>
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<thresholds/>
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<goal/>
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</field>
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<field id="tto" xsi:type="AttributeStopWatch">
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<always_load_in_tables>true</always_load_in_tables>
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<states>
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<state id="new"/>
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<state id="escalated_tto"/>
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</states>
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<working_time/>
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<goal>ResponseTicketTTO</goal>
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<thresholds>
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<threshold id="75">
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<highlight>
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<code>warning</code>
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<persistent>false</persistent>
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</highlight>
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<actions>
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</actions>
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</threshold>
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<threshold id="100">
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<highlight>
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<code>critical</code>
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<persistent>false</persistent>
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</highlight>
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<actions>
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<action>
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<verb>ApplyStimulus</verb>
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<params>
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<param>ev_timeout</param>
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</params>
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</action>
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</actions>
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</threshold>
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</thresholds>
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</field>
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<field id="ttr" xsi:type="AttributeStopWatch">
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<always_load_in_tables>true</always_load_in_tables>
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<states>
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<state id="new"/>
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<state id="escalated_tto"/>
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<state id="assigned"/>
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<state id="approved"/>
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<state id="escalated_ttr"/>
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</states>
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<working_time/>
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<goal>ResponseTicketTTR</goal>
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<thresholds>
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<threshold id="75">
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<highlight>
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<code>warning</code>
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<persistent>false</persistent>
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</highlight>
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<actions>
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</actions>
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</threshold>
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<threshold id="100">
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<highlight>
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<code>critical</code>
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<persistent>false</persistent>
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</highlight>
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<actions>
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<action>
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<verb>ApplyStimulus</verb>
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<params>
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<param>ev_timeout</param>
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</params>
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</action>
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</actions>
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</threshold>
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</thresholds>
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</field>
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<field id="tto_escalation_deadline" xsi:type="AttributeSubItem">
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<target_attcode>tto</target_attcode>
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<item_code>100_deadline</item_code>
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</field>
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<field id="sla_tto_passed" xsi:type="AttributeSubItem">
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<target_attcode>tto</target_attcode>
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<item_code>100_passed</item_code>
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</field>
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<field id="sla_tto_over" xsi:type="AttributeSubItem">
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<target_attcode>tto</target_attcode>
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<item_code>100_overrun</item_code>
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</field>
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<field id="ttr_escalation_deadline" xsi:type="AttributeSubItem">
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<target_attcode>ttr</target_attcode>
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<item_code>100_deadline</item_code>
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</field>
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<field id="sla_ttr_passed" xsi:type="AttributeSubItem">
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<target_attcode>ttr</target_attcode>
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<item_code>100_passed</item_code>
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</field>
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<field id="sla_ttr_over" xsi:type="AttributeSubItem">
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<target_attcode>ttr</target_attcode>
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<item_code>100_overrun</item_code>
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</field>
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<field id="time_spent" xsi:type="AttributeDuration">
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<sql>time_spent</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="resolution_code" xsi:type="AttributeEnum">
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<values>
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<value id="assistance">assistance</value>
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<value id="other">other</value>
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<value id="software patch">software patch</value>
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<value id="training">training</value>
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<value id="hardware repair">hardware repair</value>
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<value id="system update">system update</value>
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<value id="bug fixed">bug fixed</value>
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</values>
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<sql>resolution_code</sql>
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<default_value>assistance</default_value>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="solution" xsi:type="AttributeText">
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<sql>solution</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="pending_reason" xsi:type="AttributeText">
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<sql>pending_reason</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="parent_request_id" xsi:type="AttributeExternalKey">
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<filter><![CDATA[SELECT UserRequest WHERE id != :this->id AND status NOT IN ('rejected','resolved','closed')]]></filter>
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<dependencies>
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</dependencies>
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<sql>parent_request_id</sql>
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<target_class>UserRequest</target_class>
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<is_null_allowed>true</is_null_allowed>
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<on_target_delete>DEL_MANUAL</on_target_delete>
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<jointype/>
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</field>
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<field id="parent_request_ref" xsi:type="AttributeExternalField">
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<extkey_attcode>parent_request_id</extkey_attcode>
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<target_attcode>ref</target_attcode>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="parent_problem_id" xsi:type="AttributeExternalKey">
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<sql>parent_problem_id</sql>
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<target_class>Problem</target_class>
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<is_null_allowed>true</is_null_allowed>
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<on_target_delete>DEL_MANUAL</on_target_delete>
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<jointype/>
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</field>
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<field id="parent_problem_ref" xsi:type="AttributeExternalField">
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<extkey_attcode>parent_problem_id</extkey_attcode>
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<target_attcode>ref</target_attcode>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="parent_change_id" xsi:type="AttributeExternalKey">
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<filter><![CDATA[SELECT Change WHERE status != "closed"]]></filter>
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<sql>parent_change_id</sql>
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<target_class>Change</target_class>
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<is_null_allowed>true</is_null_allowed>
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<on_target_delete>DEL_MANUAL</on_target_delete>
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<jointype/>
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</field>
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<field id="parent_change_ref" xsi:type="AttributeExternalField">
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<extkey_attcode>parent_change_id</extkey_attcode>
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<target_attcode>ref</target_attcode>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="related_request_list" xsi:type="AttributeLinkedSet">
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<linked_class>UserRequest</linked_class>
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<ext_key_to_me>parent_request_id</ext_key_to_me>
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<edit_mode>add_remove</edit_mode>
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<count_min>0</count_min>
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<count_max>0</count_max>
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</field>
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<field id="public_log" xsi:type="AttributeCaseLog">
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<sql>public_log</sql>
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<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="user_satisfaction" xsi:type="AttributeEnum">
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<values>
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<value id="1">1</value>
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<value id="2">2</value>
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<value id="3">3</value>
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<value id="4">4</value>
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</values>
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<sql>user_satisfaction</sql>
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<default_value>1</default_value>
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<is_null_allowed>true</is_null_allowed>
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</field>
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<field id="user_comment" xsi:type="AttributeText">
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|
<sql>user_commment</sql>
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|
<default_value/>
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<is_null_allowed>true</is_null_allowed>
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</field>
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|
</fields>
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|
<lifecycle>
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|
<highlight_scale>
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<item id="warning">
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<rank>1</rank>
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<color>HIGHLIGHT_CLASS_WARNING</color>
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<icon>images/user-request-deadline.png</icon>
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</item>
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<item id="critical">
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<rank>2</rank>
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<color>HIGHLIGHT_CLASS_CRITICAL</color>
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<icon>images/user-request-escalated.png</icon>
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</item>
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<item id="closed">
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<rank>3</rank>
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<color>HIGHLIGHT_CLASS_NONE</color>
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<icon>images/user-request-closed.png</icon>
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</item>
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</highlight_scale>
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<attribute>status</attribute>
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<stimuli>
|
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<stimulus id="ev_assign" xsi:type="StimulusUserAction"/>
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|
<stimulus id="ev_reassign" xsi:type="StimulusUserAction"/>
|
|
<stimulus id="ev_approve" xsi:type="StimulusUserAction"/>
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<stimulus id="ev_reject" xsi:type="StimulusUserAction"/>
|
|
<stimulus id="ev_pending" xsi:type="StimulusUserAction"/>
|
|
<stimulus id="ev_timeout" xsi:type="StimulusInternal"/>
|
|
<stimulus id="ev_autoresolve" xsi:type="StimulusInternal"/>
|
|
<stimulus id="ev_autoclose" xsi:type="StimulusInternal"/>
|
|
<stimulus id="ev_resolve" xsi:type="StimulusUserAction"/>
|
|
<stimulus id="ev_close" xsi:type="StimulusUserAction"/>
|
|
<stimulus id="ev_reopen" xsi:type="StimulusUserAction"/>
|
|
<stimulus id="ev_wait_for_approval" xsi:type="StimulusUserAction"/>
|
|
</stimuli>
|
|
<states>
|
|
<state id="new">
|
|
<flags>
|
|
<attribute id="ref">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="org_id">
|
|
<mandatory/>
|
|
</attribute>
|
|
<attribute id="caller_id">
|
|
<mandatory/>
|
|
</attribute>
|
|
<attribute id="team_id">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="priority">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="agent_id">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="start_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="last_update">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="close_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="approver_id">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="escalation_flag">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="escalation_reason">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="assignment_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="resolution_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="last_pending_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="time_spent">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="resolution_code">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="solution">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="pending_reason">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="user_satisfaction">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="user_comment">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="tto_escalation_deadline">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="sla_tto_passed">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="sla_tto_over">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="sla_ttr_passed">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="ttr_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="sla_ttr_over">
|
|
<hidden/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_assign">
|
|
<target>assigned</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">assignment_date</param>
|
|
</params>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_timeout">
|
|
<target>escalated_tto</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_wait_for_approval">
|
|
<target>waiting_for_approval</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_autoresolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="escalated_tto">
|
|
<highlight>
|
|
<code>critical</code>
|
|
</highlight>
|
|
<inherit_flags_from>new</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="team_id"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_assign">
|
|
<target>assigned</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">assignment_date</param>
|
|
</params>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="assigned">
|
|
<inherit_flags_from>new</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="request_type">
|
|
<mandatory/>
|
|
</attribute>
|
|
<attribute id="team_id">
|
|
<mandatory/>
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="agent_id">
|
|
<mandatory/>
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="approver_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="assignment_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="tto_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="sla_tto_passed">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="sla_tto_over">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="ttr_escalation_deadline">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="caller_id"/>
|
|
<attribute id="escalation_flag"/>
|
|
<attribute id="escalation_reason"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_pending">
|
|
<target>pending</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">last_pending_date</param>
|
|
</params>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_resolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_reassign">
|
|
<target>assigned</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_timeout">
|
|
<target>escalated_ttr</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_autoresolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="escalated_ttr">
|
|
<highlight>
|
|
<code>critical</code>
|
|
</highlight>
|
|
<inherit_flags_from>assigned</inherit_flags_from>
|
|
<flags/>
|
|
<transitions>
|
|
<transition id="ev_pending">
|
|
<target>pending</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">last_pending_date</param>
|
|
</params>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_resolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_reassign">
|
|
<target>assigned</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_autoresolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="waiting_for_approval">
|
|
<inherit_flags_from>new</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="approver_id">
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="team_id"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_approve">
|
|
<target>approved</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_reject">
|
|
<target>rejected</target>
|
|
<actions/>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="approved">
|
|
<inherit_flags_from>waiting_for_approval</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="approver_id">
|
|
<read_only/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_timeout">
|
|
<target>escalated_tto</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_assign">
|
|
<target>assigned</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">assignment_date</param>
|
|
</params>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_autoresolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="rejected">
|
|
<inherit_flags_from>new</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="tto_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="team_id"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_reopen">
|
|
<target>new</target>
|
|
<actions/>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="pending">
|
|
<inherit_flags_from>assigned</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="last_pending_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="pending_reason">
|
|
<mandatory/>
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="ttr_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_assign">
|
|
<target>assigned</target>
|
|
<actions>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_autoresolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="resolved">
|
|
<highlight>
|
|
<code>closed</code>
|
|
</highlight>
|
|
<inherit_flags_from>assigned</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="caller_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="origin">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="impact">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="urgency">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="service_id">
|
|
<mandatory/>
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="servicesubcategory_id">
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="escalation_flag">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="escalation_reason">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="parent_request_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="parent_change_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="parent_problem_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="title">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="description">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="org_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="team_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="agent_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="request_type">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="resolution_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="time_spent">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="resolution_code">
|
|
<mandatory/>
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="solution">
|
|
<mandatory/>
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="pending_reason">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="sla_ttr_passed">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="ttr_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="sla_ttr_over">
|
|
<read_only/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_close">
|
|
<target>closed</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">close_date</param>
|
|
</params>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_reopen">
|
|
<target>assigned</target>
|
|
<actions>
|
|
</actions>
|
|
</transition>
|
|
<transition id="ev_autoresolve">
|
|
<target>resolved</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetCurrentDate</verb>
|
|
<params>
|
|
<param xsi:type="attcode">resolution_date</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>SetElapsedTime</verb>
|
|
<params>
|
|
<param xsi:type="attcode">time_spent</param>
|
|
<param xsi:type="attcode">start_date</param>
|
|
<param xsi:type="string">DefaultWorkingTimeComputer</param>
|
|
</params>
|
|
</action>
|
|
<action>
|
|
<verb>ResolveChildTickets</verb>
|
|
<params/>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="closed">
|
|
<highlight>
|
|
<code>closed</code>
|
|
</highlight>
|
|
<inherit_flags_from>resolved</inherit_flags_from>
|
|
<flags>
|
|
<attribute id="private_log">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="public_log">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="functionalcis_list">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="contacts_list">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="service_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="servicesubcategory_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="close_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="resolution_code">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="solution">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="pending_reason">
|
|
<read_only/>
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="user_satisfaction">
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="user_comment">
|
|
<must_prompt/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions/>
|
|
</state>
|
|
</states>
|
|
</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>
|
|
<code><![CDATA[ public function SetAssignedDate($sStimulusCode)
|
|
{
|
|
$this->Set('assignment_date', time());
|
|
return true;
|
|
}]]></code>
|
|
</method>
|
|
<method id="SetLastPendingDate">
|
|
<comment><![CDATA[/**
|
|
* To be deprecated: use SetCurrentDate() instead
|
|
* @return void
|
|
*/]]></comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function SetLastPendingDate($sStimulusCode)
|
|
{
|
|
$this->Set('last_pending_date', time());
|
|
return true;
|
|
}]]></code>
|
|
</method>
|
|
<method id="SetResolveDate">
|
|
<comment><![CDATA[/**
|
|
* To be deprecated: use SetCurrentDate() and SetElapsedTime() instead
|
|
* @return void
|
|
*/]]></comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function SetResolveDate($sStimulusCode)
|
|
{
|
|
$this->Set('resolution_date', time());
|
|
$iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
|
|
$this->Set('time_spent', $iTimeSpent);
|
|
return true;
|
|
}]]></code>
|
|
</method>
|
|
<method id="SetClosureDate">
|
|
<comment><![CDATA[/**
|
|
* To be deprecated: use SetCurrentDate() instead
|
|
* @return void
|
|
*/]]></comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function SetClosureDate($sStimulusCode)
|
|
{
|
|
$this->Set('close_date', time());
|
|
return true;
|
|
}]]></code>
|
|
</method>
|
|
<method id="SetApprover">
|
|
<comment><![CDATA[/**
|
|
* To be deprecated: use SetCurrentUser() instead
|
|
* @return void
|
|
*/]]></comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function SetApprover($sStimulusCode)
|
|
{
|
|
$this->Set('approver_id', UserRights::GetUserId());
|
|
return true;
|
|
}]]></code>
|
|
</method>
|
|
<method id="DoCheckToWrite">
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[public function DoCheckToWrite()
|
|
{
|
|
parent::DoCheckToWrite();
|
|
if (!$this->IsNew() && ($this->Get('parent_request_id') == $this->GetKey()))
|
|
{
|
|
$this->m_aCheckIssues[] = Dict::Format('Class:UserRequest/Error:CannotAssignParentRequestIdToSelf');
|
|
}
|
|
}]]></code>
|
|
</method>
|
|
<method id="ComputePriority">
|
|
<comment>/** Compute the priority of the ticket based on its impact and urgency
|
|
* @return integer The priority of the ticket 1(high) .. 3(low)
|
|
*/</comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function ComputePriority()
|
|
{
|
|
// priority[impact][urgency]
|
|
$aPriorities = array(
|
|
// single person
|
|
1 => 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,
|
|
),
|
|
);
|
|
$iPriority = 1;
|
|
if (isset($aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')]))
|
|
{
|
|
$iPriority = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')];
|
|
}
|
|
return $iPriority;
|
|
}]]></code>
|
|
</method>
|
|
<method id="ComputeValues">
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[ public function ComputeValues()
|
|
{
|
|
|
|
// Compute the priority of the ticket
|
|
$this->Set('priority', $this->ComputePriority());
|
|
|
|
return parent::ComputeValues();
|
|
}]]></code>
|
|
</method>
|
|
<method id="DisplayBareRelations">
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>Overload-cmdbAbstractObject</type>
|
|
<code><![CDATA[ function DisplayBareRelations(WebPage $oPage, $bEditMode = false)
|
|
{
|
|
parent::DisplayBareRelations($oPage, $bEditMode);
|
|
|
|
if (!$bEditMode)
|
|
{
|
|
if (MetaModel::IsValidClass('KnownError'))
|
|
{
|
|
//Search for known errors
|
|
$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList'));
|
|
$iTicketID = $this->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)
|
|
{
|
|
$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList')." ($iNumberKE)");
|
|
}
|
|
else
|
|
{
|
|
$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList'));
|
|
}
|
|
self::DisplaySet($oPage, $oKnownErrorSet, array ('menu' => false));
|
|
}
|
|
}
|
|
}]]></code>
|
|
</method>
|
|
<method id="resolveChilds">
|
|
<comment><![CDATA[/**
|
|
* To be deprecated: use ResolveChildTickets() instead
|
|
*/]]></comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function resolveChilds($sStimulusCode)
|
|
{
|
|
|
|
$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
|
|
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
|
|
array(),
|
|
array(
|
|
'ticket' => $this->GetKey(),
|
|
)
|
|
);
|
|
while($oRequest = $oChildRequestSet->Fetch())
|
|
{
|
|
if ( $oRequest->Get('status') != 'resolved')
|
|
{
|
|
$oRequest->set('servicesubcategory_id',$this->Get('servicesubcategory_id'));
|
|
$oRequest->set('service_id',$this->Get('service_id'));
|
|
$oRequest->set('team_id',$this->Get('team_id'));
|
|
$oRequest->set('agent_id',$this->Get('agent_id'));
|
|
$oRequest->set('resolution_code',$this->Get('resolution_code'));
|
|
$oRequest->set('solution','Automatically resolved by request:[[UserRequest:'.$this->Get('ref').']]');
|
|
$oRequest->ApplyStimulus('ev_autoresolve');
|
|
$oRequest->DBUpdate();
|
|
}
|
|
}
|
|
return true;
|
|
|
|
}]]></code>
|
|
</method>
|
|
<method id="ResolveChildTickets">
|
|
<comment><![CDATA[/**
|
|
* Cascade the resolution to child User Request
|
|
* @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()
|
|
{
|
|
// Automatically resolve child requests
|
|
$sOQL = "SELECT UserRequest WHERE parent_request_id = :ticket AND status != 'resolved'";
|
|
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array('ticket' => $this->GetKey()));
|
|
while($oRequest = $oChildRequestSet->Fetch())
|
|
{
|
|
$oRequest->ResolveFrom($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>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[ public function UpdateChildRequestLog()
|
|
{
|
|
$oLog = $this->Get('public_log');
|
|
$sLogPublic = $oLog->GetModifiedEntry();
|
|
if ($sLogPublic != '')
|
|
{
|
|
$sOQL = "SELECT UserRequest WHERE parent_request_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 = $oLog->GetModifiedEntry();
|
|
if ($sLogPrivate != '')
|
|
{
|
|
$sOQL = "SELECT UserRequest WHERE parent_request_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;
|
|
|
|
}]]></code>
|
|
</method>
|
|
<method id="ComputeImpactedItems">
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>LifecycleAction</type>
|
|
<code><![CDATA[
|
|
public function ComputeImpactedItems()
|
|
{
|
|
// This method is kept for backward compatibility
|
|
// in case a delta redefines it, but you may call
|
|
// UpdateImpactedItems directly
|
|
$this->UpdateImpactedItems();
|
|
}]]></code>
|
|
</method>
|
|
<method id="OnInsert">
|
|
<static>false</static>
|
|
<access>protected</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[
|
|
protected function OnInsert()
|
|
{
|
|
parent::OnInsert();
|
|
$this->ComputeImpactedItems();
|
|
$this->Set('last_update', time());
|
|
$this->Set('start_date', time());
|
|
}]]></code>
|
|
</method>
|
|
<method id="OnUpdate">
|
|
<static>false</static>
|
|
<access>protected</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[
|
|
protected function OnUpdate()
|
|
{
|
|
parent::OnUpdate();
|
|
$aChanges = $this->ListChanges();
|
|
if (array_key_exists('functionalcis_list', $aChanges))
|
|
{
|
|
$this->UpdateImpactedItems();
|
|
}
|
|
$this->Set('last_update', time());
|
|
$this->UpdateChildRequestLog();
|
|
}]]></code>
|
|
</method>
|
|
</methods>
|
|
<presentation>
|
|
<details>
|
|
<items>
|
|
<item id="functionalcis_list">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="contacts_list">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="related_request_list">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="workorders_list">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="col:col1">
|
|
<rank>50</rank>
|
|
<items>
|
|
<item id="fieldset:Ticket:baseinfo">
|
|
<rank>10</rank>
|
|
<items>
|
|
<item id="org_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="caller_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="status">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="origin">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="title">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="description">
|
|
<rank>60</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:moreinfo">
|
|
<rank>20</rank>
|
|
<items>
|
|
<item id="service_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="servicesubcategory_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="escalation_flag">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="escalation_reason">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="pending_reason">
|
|
<rank>50</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="col:col2">
|
|
<rank>60</rank>
|
|
<items>
|
|
<item id="fieldset:Ticket:Type">
|
|
<rank>10</rank>
|
|
<items>
|
|
<item id="request_type">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="impact">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="urgency">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="priority">
|
|
<rank>40</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:contact">
|
|
<rank>20</rank>
|
|
<items>
|
|
<item id="team_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="agent_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="approver_id">
|
|
<rank>30</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:date">
|
|
<rank>30</rank>
|
|
<items>
|
|
<item id="start_date">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="last_update">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="assignment_date">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="tto_escalation_deadline">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="ttr_escalation_deadline">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="last_pending_date">
|
|
<rank>60</rank>
|
|
</item>
|
|
<item id="resolution_date">
|
|
<rank>70</rank>
|
|
</item>
|
|
<item id="close_date">
|
|
<rank>80</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="col:col3">
|
|
<rank>70</rank>
|
|
<items>
|
|
<item id="fieldset:Ticket:relation">
|
|
<rank>10</rank>
|
|
<items>
|
|
<item id="parent_request_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="parent_problem_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="parent_change_id">
|
|
<rank>30</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:resolution">
|
|
<rank>20</rank>
|
|
<items>
|
|
<item id="resolution_code">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="solution">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="time_spent">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="user_satisfaction">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="user_comment">
|
|
<rank>50</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:SLA">
|
|
<rank>30</rank>
|
|
<items>
|
|
<item id="sla_tto_passed">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="sla_tto_over">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="sla_ttr_passed">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="sla_ttr_over">
|
|
<rank>40</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</details>
|
|
<search>
|
|
<items>
|
|
<item id="ref">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="org_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="title">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="description">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="start_date">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="resolution_date">
|
|
<rank>70</rank>
|
|
</item>
|
|
<item id="close_date">
|
|
<rank>80</rank>
|
|
</item>
|
|
<item id="status">
|
|
<rank>90</rank>
|
|
</item>
|
|
<item id="operational_status">
|
|
<rank>95</rank>
|
|
</item>
|
|
<item id="caller_id">
|
|
<rank>100</rank>
|
|
</item>
|
|
<item id="origin">
|
|
<rank>110</rank>
|
|
</item>
|
|
<item id="request_type">
|
|
<rank>120</rank>
|
|
</item>
|
|
<item id="impact">
|
|
<rank>130</rank>
|
|
</item>
|
|
<item id="urgency">
|
|
<rank>140</rank>
|
|
</item>
|
|
<item id="priority">
|
|
<rank>150</rank>
|
|
</item>
|
|
<item id="service_id">
|
|
<rank>160</rank>
|
|
</item>
|
|
<item id="servicesubcategory_id">
|
|
<rank>170</rank>
|
|
</item>
|
|
<item id="team_id">
|
|
<rank>180</rank>
|
|
</item>
|
|
<item id="agent_id">
|
|
<rank>190</rank>
|
|
</item>
|
|
<item id="escalation_flag">
|
|
<rank>200</rank>
|
|
</item>
|
|
<item id="resolution_code">
|
|
<rank>210</rank>
|
|
</item>
|
|
<item id="user_satisfaction">
|
|
<rank>220</rank>
|
|
</item>
|
|
<item id="sla_tto_passed">
|
|
<rank>230</rank>
|
|
</item>
|
|
<item id="sla_ttr_passed">
|
|
<rank>240</rank>
|
|
</item>
|
|
</items>
|
|
</search>
|
|
<list>
|
|
<items>
|
|
<item id="title">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="org_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="caller_id">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="start_date">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="status">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="operational_status">
|
|
<rank>55</rank>
|
|
</item>
|
|
<item id="agent_id">
|
|
<rank>60</rank>
|
|
</item>
|
|
</items>
|
|
</list>
|
|
</presentation>
|
|
</class>
|
|
</classes>
|
|
<menus>
|
|
<menu id="WelcomeMenuPage" xsi:type="DashboardMenuNode" _delta="must_exist">
|
|
<definition>
|
|
<cells>
|
|
<cell id="1" _delta="define">
|
|
<rank>1</rank>
|
|
<dashlets>
|
|
<dashlet id="9" xsi:type="DashletHeaderDynamic">
|
|
<rank>0</rank>
|
|
<title>Menu:RequestManagement</title>
|
|
<icon>itop-welcome-itil/images/user-request-deadline.png</icon>
|
|
<subtitle>Menu:UserRequest:OpenRequests</subtitle>
|
|
<query>SELECT UserRequest WHERE status != "closed"</query>
|
|
<group_by>status</group_by>
|
|
<values>new,assigned,escalated_tto,escalated_ttr,resolved</values>
|
|
</dashlet>
|
|
<dashlet id="10" xsi:type="DashletObjectList">
|
|
<rank>1</rank>
|
|
<title>UI:WelcomeMenu:MyCalls</title>
|
|
<query>SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved")</query>
|
|
<menu>true</menu>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
</cells>
|
|
</definition>
|
|
</menu>
|
|
<menu id="RequestManagement" xsi:type="MenuGroup" _delta="define">
|
|
<rank>30</rank>
|
|
<enable_stimulus/>
|
|
</menu>
|
|
<menu id="UserRequest:Overview" xsi:type="DashboardMenuNode" _delta="define">
|
|
<rank>0</rank>
|
|
<parent>RequestManagement</parent>
|
|
<definition>
|
|
<layout>DashboardLayoutTwoCols</layout>
|
|
<title>UI:RequestMgmtMenuOverview:Title</title>
|
|
<cells>
|
|
<cell id="0">
|
|
<rank>0</rank>
|
|
<dashlets>
|
|
<dashlet id="1" xsi:type="DashletGroupByPie">
|
|
<rank>0</rank>
|
|
<title>UI-RequestManagementOverview-RequestByType-last-14-days</title>
|
|
<query>SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date</query>
|
|
<group_by>request_type</group_by>
|
|
<style>pie</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="1">
|
|
<rank>1</rank>
|
|
<dashlets>
|
|
<dashlet id="2" xsi:type="DashletGroupByBars">
|
|
<rank>0</rank>
|
|
<title>UI-RequestManagementOverview-Last-14-days</title>
|
|
<query>SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date</query>
|
|
<group_by>start_date:day_of_month</group_by>
|
|
<style>bars</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="11">
|
|
<rank>2</rank>
|
|
<dashlets>
|
|
<dashlet id="3" xsi:type="DashletGroupByTable">
|
|
<rank>0</rank>
|
|
<title>UI-RequestManagementOverview-OpenRequestByStatus</title>
|
|
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
|
|
<group_by>status</group_by>
|
|
<style>table</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="2">
|
|
<rank>3</rank>
|
|
<dashlets>
|
|
<dashlet id="4" xsi:type="DashletGroupByTable">
|
|
<rank>0</rank>
|
|
<title>UI-RequestManagementOverview-OpenRequestByAgent</title>
|
|
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
|
|
<group_by>agent_id</group_by>
|
|
<style>table</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="3">
|
|
<rank>4</rank>
|
|
<dashlets>
|
|
<dashlet id="5" xsi:type="DashletGroupByTable">
|
|
<rank>0</rank>
|
|
<title>UI-RequestManagementOverview-OpenRequestByType</title>
|
|
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
|
|
<group_by>finalclass</group_by>
|
|
<style>table</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="4">
|
|
<rank>5</rank>
|
|
<dashlets>
|
|
<dashlet id="6" xsi:type="DashletGroupByTable">
|
|
<rank>0</rank>
|
|
<title>UI-RequestManagementOverview-OpenRequestByCustomer</title>
|
|
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
|
|
<group_by>org_id</group_by>
|
|
<style>table</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
</cells>
|
|
</definition>
|
|
</menu>
|
|
<menu id="NewUserRequest" xsi:type="NewObjectMenuNode" _delta="define">
|
|
<rank>1</rank>
|
|
<parent>RequestManagement</parent>
|
|
<class>UserRequest</class>
|
|
</menu>
|
|
<menu id="SearchUserRequests" xsi:type="SearchMenuNode" _delta="define">
|
|
<rank>2</rank>
|
|
<parent>RequestManagement</parent>
|
|
<class>UserRequest</class>
|
|
</menu>
|
|
<menu id="UserRequest:Shortcuts" xsi:type="TemplateMenuNode" _delta="define">
|
|
<rank>3</rank>
|
|
<parent>RequestManagement</parent>
|
|
<template_file/>
|
|
</menu>
|
|
<menu id="UserRequest:MyRequests" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>0</rank>
|
|
<parent>UserRequest:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN ("closed","resolved")]]></oql>
|
|
<do_search/>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
<menu id="UserRequest:EscalatedRequests" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>1</rank>
|
|
<parent>UserRequest:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT UserRequest WHERE status IN ("escalated_tto", "escalated_ttr") OR escalation_flag="yes"]]></oql>
|
|
<do_search/>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
<menu id="UserRequest:OpenRequests" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>2</rank>
|
|
<parent>UserRequest:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT UserRequest WHERE status NOT IN ("closed")]]></oql>
|
|
<do_search>1</do_search>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
<menu id="UserRequest:MySupportRequests" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>3</rank>
|
|
<parent>UserRequest:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT UserRequest WHERE caller_id = :current_contact_id AND status NOT IN ("closed")]]></oql>
|
|
<do_search/>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
</menus>
|
|
<module_parameters>
|
|
<parameters id="itop-tickets">
|
|
<relation_context>
|
|
<UserRequest>
|
|
<impacts>
|
|
<down>
|
|
<items type="array">
|
|
<item id="open_incidents" _delta="define">
|
|
<oql><![CDATA[SELECT FCI, R FROM FunctionalCI AS FCI JOIN lnkFunctionalCIToTicket AS L ON L.functionalci_id = FCI.id JOIN UserRequest AS R ON L.ticket_id = R.id WHERE (R.status NOT IN ('closed', 'resolved')) AND (R.request_type='incident') AND (L.impact_code != 'not_impacted') AND (R.id != :this->id)]]></oql>
|
|
<dict>Tickets:Related:OpenIncidents</dict>
|
|
<icon>itop-request-mgmt/images/incident-red.png</icon>
|
|
<default>yes</default>
|
|
</item>
|
|
</items>
|
|
</down>
|
|
</impacts>
|
|
</UserRequest>
|
|
<Change>
|
|
<impacts>
|
|
<down>
|
|
<items type="array">
|
|
<item id="open_incidents" _delta="define">
|
|
<oql><![CDATA[SELECT FCI, R FROM FunctionalCI AS FCI JOIN lnkFunctionalCIToTicket AS L ON L.functionalci_id = FCI.id JOIN UserRequest AS R ON L.ticket_id = R.id WHERE (R.status NOT IN ('closed', 'resolved')) AND (R.request_type='incident') AND (L.impact_code != 'not_impacted') AND (R.id != :this->id)]]></oql>
|
|
<dict>Tickets:Related:OpenIncidents</dict>
|
|
<icon>itop-request-mgmt/images/incident-red.png</icon>
|
|
<default>yes</default>
|
|
</item>
|
|
</items>
|
|
</down>
|
|
</impacts>
|
|
</Change>
|
|
</relation_context>
|
|
</parameters>
|
|
<parameters id="itop-config-mgmt">
|
|
<relation_context>
|
|
<FunctionalCI>
|
|
<impacts>
|
|
<down>
|
|
<items type="array">
|
|
<item id="open_incidents" _delta="define">
|
|
<oql><![CDATA[SELECT FCI, R FROM FunctionalCI AS FCI JOIN lnkFunctionalCIToTicket AS L ON L.functionalci_id = FCI.id JOIN UserRequest AS R ON L.ticket_id = R.id WHERE (R.status NOT IN ('closed', 'resolved')) AND (R.request_type='incident') AND (L.impact_code != 'not_impacted')]]></oql>
|
|
<dict>Tickets:Related:OpenIncidents</dict>
|
|
<icon>itop-request-mgmt/images/incident-red.png</icon>
|
|
<default>yes</default>
|
|
</item>
|
|
</items>
|
|
</down>
|
|
<up>
|
|
<items type="array">
|
|
<item id="open_incidents" _delta="define">
|
|
<oql><![CDATA[SELECT FCI, R FROM FunctionalCI AS FCI JOIN lnkFunctionalCIToTicket AS L ON L.functionalci_id = FCI.id JOIN UserRequest AS R ON L.ticket_id = R.id WHERE (R.status NOT IN ('closed', 'resolved')) AND (R.request_type='incident') AND (L.impact_code != 'not_impacted')]]></oql>
|
|
<dict>Tickets:Related:OpenIncidents</dict>
|
|
<icon>itop-request-mgmt/images/incident-red.png</icon>
|
|
<default>yes</default>
|
|
</item>
|
|
</items>
|
|
</up>
|
|
</impacts>
|
|
</FunctionalCI>
|
|
</relation_context>
|
|
</parameters>
|
|
</module_parameters>
|
|
</itop_design>
|