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214 lines
10 KiB
PHP
214 lines
10 KiB
PHP
<?php
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// Copyright (C) 2010 Combodo SARL
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//
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// This program is free software; you can redistribute it and/or modify
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// it under the terms of the GNU General Public License as published by
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// the Free Software Foundation; version 3 of the License.
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//
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// This program is distributed in the hope that it will be useful,
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// but WITHOUT ANY WARRANTY; without even the implied warranty of
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// MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
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// GNU General Public License for more details.
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//
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// You should have received a copy of the GNU General Public License
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// along with this program; if not, write to the Free Software
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// Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA
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/**
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* Persistent classes for a CMDB
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*
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* @author Erwan Taloc <erwan.taloc@combodo.com>
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* @author Romain Quetiez <romain.quetiez@combodo.com>
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* @author Denis Flaven <denis.flaven@combodo.com>
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* @license http://www.opensource.org/licenses/gpl-3.0.html LGPL
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*/
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class UserRequest extends ResponseTicket
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{
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public static function Init()
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{
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$aParams = array
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(
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"category" => "bizmodel,searchable,requestmgmt",
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"key_type" => "autoincrement",
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"name_attcode" => "ref",
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"state_attcode" => "status",
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"reconc_keys" => array("ref"),
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"db_table" => "ticket_request",
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"db_key_field" => "id",
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"db_finalclass_field" => "",
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"display_template" => "",
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"icon" => "../modules/itop-request-mgmt-1.0.0/images/user-request.png",
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);
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MetaModel::Init_Params($aParams);
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MetaModel::Init_InheritAttributes();
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MetaModel::Init_InheritLifecycle();
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MetaModel::Init_AddAttribute(new AttributeEnum("request_type", array("allowed_values"=>new ValueSetEnum('service request,issue,information'), "sql"=>"request_type", "default_value"=>"service request", "is_null_allowed"=>false, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeString("freeze_reason", array("allowed_values"=>null, "sql"=>"freeze_reason", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_SetZListItems('details', array('document_list', 'ci_list', 'contact_list','incident_list',
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'col:col1' => array(
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'fieldset:Ticket:baseinfo' => array('ref','title','org_id','status','priority','request_type','service_id','servicesubcategory_id','product' ),
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'fieldset:Ticket:moreinfo' => array('impact','urgency','description','resolution_code', 'solution', 'user_satisfaction', 'user_commment','freeze_reason'),
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),
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'col:col2' => array(
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'fieldset:Ticket:date' => array('start_date','last_update','assignment_date','tto_escalation_deadline', 'ttr_escalation_deadline', 'close_date', 'closure_deadline',),
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'fieldset:Ticket:contact' => array('caller_id','workgroup_id','agent_id',),
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'fieldset:Ticket:relation' => array('related_problem_id', 'related_change_id'),
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)
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));
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// MetaModel::Init_SetZListItems('details', array('ref', 'title', 'org_id', 'description', 'request_type','ticket_log', 'start_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'document_list', 'ci_list', 'contact_list','incident_list', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment', 'freeze_reason'));
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MetaModel::Init_SetZListItems('advanced_search', array('ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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MetaModel::Init_SetZListItems('standard_search', array('ref', 'title', 'org_id', 'request_type','start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'close_date', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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MetaModel::Init_SetZListItems('list', array('title', 'org_id', 'start_date', 'status', 'service_id', 'priority', 'workgroup_id', 'agent_id'));
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MetaModel::Init_OverloadStateAttribute('frozen', 'freeze_reason', OPT_ATT_MANDATORY);
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// The freeze reason remains hidden in all other states
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MetaModel::Init_OverloadStateAttribute('new', 'request_type', OPT_ATT_MANDATORY);
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MetaModel::Init_OverloadStateAttribute('new', 'freeze_reason', OPT_ATT_HIDDEN);
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MetaModel::Init_OverloadStateAttribute('assigned', 'request_type', OPT_ATT_MANDATORY);
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MetaModel::Init_OverloadStateAttribute('assigned', 'freeze_reason', OPT_ATT_HIDDEN);
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MetaModel::Init_OverloadStateAttribute('frozen', 'request_type', OPT_ATT_MANDATORY);
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MetaModel::Init_OverloadStateAttribute('frozen', 'freeze_reason', OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT);
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MetaModel::Init_OverloadStateAttribute('escalated_tto', 'request_type', OPT_ATT_MANDATORY);
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MetaModel::Init_OverloadStateAttribute('escalated_tto', 'freeze_reason', OPT_ATT_HIDDEN);
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MetaModel::Init_OverloadStateAttribute('escalated_ttr', 'request_type', OPT_ATT_MANDATORY);
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MetaModel::Init_OverloadStateAttribute('escalated_ttr', 'freeze_reason', OPT_ATT_HIDDEN);
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MetaModel::Init_OverloadStateAttribute('resolved', 'request_type', OPT_ATT_MANDATORY);
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MetaModel::Init_OverloadStateAttribute('resolved', 'freeze_reason', OPT_ATT_HIDDEN);
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MetaModel::Init_OverloadStateAttribute('closed', 'request_type', OPT_ATT_READONLY);
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MetaModel::Init_OverloadStateAttribute('closed', 'freeze_reason', OPT_ATT_HIDDEN);
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MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_freeze", array()));
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MetaModel::Init_DefineTransition("assigned", "ev_freeze", array("target_state"=>"frozen", "actions"=>array(), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("frozen", "ev_timeout", array("target_state"=>"escalated_ttr", "actions"=>array(), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("frozen", "ev_assign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("frozen", "ev_resolve", array("target_state"=>"resolved", "actions"=>array(), "user_restriction"=>null));
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}
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public function ComputeValues()
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{
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$sCurrRef = $this->Get('ref');
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if (strlen($sCurrRef) == 0)
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{
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$iKey = $this->GetKey();
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if ($iKey < 0)
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{
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// Object not yet in the Database
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$iKey = MetaModel::GetNextKey(get_class($this));
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}
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$sName = sprintf('R-%06d', $iKey);
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$this->Set('ref', $sName);
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}
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return parent::ComputeValues();
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}
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/**
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* Get the icon representing this object
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* @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined)
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* @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file
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*/
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public function GetIcon($bImgTag = true)
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{
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$sStatus = $this->Get('status');
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switch($this->GetState())
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{
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case 'escalated_tto':
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case 'escalated_ttr':
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$sIcon = self::MakeIconFromName('user-request-escalated.png');
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break;
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case 'resolved':
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case 'closed':
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$sIcon = self::MakeIconFromName('user-request-closed.png');
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break;
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case 'new':
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$sIcon = self::MakeIconFromName('user-request.png');
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$oEscalationDeadline = $this->Get('tto_escalation_deadline');
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if ($oEscalationDeadline != null)
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{
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// A SLA is running
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$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
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$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
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$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
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if ($ratio <= 0)
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{
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$sIcon = self::MakeIconFromName('user-request-escalated.png');
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}
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else if ($ratio <= 0.25)
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{
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$sIcon = self::MakeIconFromName('user-request-deadline.png');
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}
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}
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break;
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case 'assigned':
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$sIcon = self::MakeIconFromName('user-request.png');
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$oEscalationDeadline = $this->Get('ttr_escalation_deadline');
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if ($oEscalationDeadline != null)
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{
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// A SLA is running
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$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
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$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
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$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
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if ($ratio <= 0)
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{
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$sIcon = self::MakeIconFromName('user-request-escalated.png');
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}
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else if ($ratio <= 0.25)
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{
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$sIcon = self::MakeIconFromName('user-request-deadline.png');
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}
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}
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break;
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default:
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$sIcon = MetaModel::GetClassIcon(get_class($this), $bImgTag);
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}
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return $sIcon;
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}
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protected static function MakeIconFromName($sIconName, $bImgTag = true)
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{
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$sIcon = '';
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if ($sIconName != '')
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{
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$sPath = '../modules/itop-request-mgmt-1.0.0/images/'.$sIconName;
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if ($bImgTag)
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{
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$sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
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}
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else
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{
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$sIcon = $sPath;
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}
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}
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return $sIcon;
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}
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}
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$oMyMenuGroup = new MenuGroup('RequestManagement', 30 /* fRank */);
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new TemplateMenuNode('UserRequest:Overview', '../modules/itop-request-mgmt-1.0.0/overview.html', $oMyMenuGroup->GetIndex() /* oParent */, 0 /* fRank */);
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new NewObjectMenuNode('NewUserRequest', 'UserRequest', $oMyMenuGroup->GetIndex(), 1 /* fRank */);
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new SearchMenuNode('SearchUserRequests', 'UserRequest', $oMyMenuGroup->GetIndex(), 2 /* fRank */);
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$oShortcutNode = new TemplateMenuNode('UserRequest:Shortcuts', '', $oMyMenuGroup->GetIndex(), 3 /* fRank */);
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$oNode = new OQLMenuNode('UserRequest:MyRequests', 'SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN ("closed","resolved")', $oShortcutNode->GetIndex(), 1 /* fRank */);
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$oNode->SetParameters(array('auto_reload' => 'fast'));
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$oNode = new OQLMenuNode('UserRequest:EscalatedRequests', 'SELECT UserRequest WHERE status IN ("escalated_tto", "escalated_ttr")', $oShortcutNode->GetIndex(), 2 /* fRank */);
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$oNode->SetParameters(array('auto_reload' => 'fast'));
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$oNode = new OQLMenuNode('UserRequest:OpenRequests', 'SELECT UserRequest WHERE status IN ("new", "assigned", "escalated_tto", "escalated_ttr", "frozen", "resolved")', $oShortcutNode->GetIndex(), 3 /* fRank */);
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$oNode->SetParameters(array('auto_reload' => 'fast'));
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?>
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