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iTop/modules/itop-tickets-1.0.0/model.itop-tickets.php

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<?php
// Copyright (C) 2010 Combodo SARL
//
// This program is free software; you can redistribute it and/or modify
// it under the terms of the GNU General Public License as published by
// the Free Software Foundation; version 3 of the License.
//
// This program is distributed in the hope that it will be useful,
// but WITHOUT ANY WARRANTY; without even the implied warranty of
// MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
// GNU General Public License for more details.
//
// You should have received a copy of the GNU General Public License
// along with this program; if not, write to the Free Software
// Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA
/**
* Persistent classes for a CMDB
*
* @author Erwan Taloc <erwan.taloc@combodo.com>
* @author Romain Quetiez <romain.quetiez@combodo.com>
* @author Denis Flaven <denis.flaven@combodo.com>
* @license http://www.opensource.org/licenses/gpl-3.0.html LGPL
*/
abstract class Ticket extends cmdbAbstractObject
{
public static function Init()
{
$aParams = array
(
"category" => "bizmodel,searchable",
"key_type" => "autoincrement",
"name_attcode" => "ref",
"state_attcode" => "",
"reconc_keys" => array("ref"),
"db_table" => "ticket",
"db_key_field" => "id",
"db_finalclass_field" => "",
"display_template" => "",
);
MetaModel::Init_Params($aParams);
MetaModel::Init_InheritAttributes();
MetaModel::Init_AddAttribute(new AttributeString("ref", array("allowed_values"=>null, "sql"=>"ref", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeString("title", array("allowed_values"=>null, "sql"=>"title", "default_value"=>"", "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeText("description", array("allowed_values"=>null, "sql"=>"description", "default_value"=>"", "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeCaseLog("ticket_log", array("allowed_values"=>null, "sql"=>"ticket_log", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDateTime("start_date", array("allowed_values"=>null, "sql"=>"start_date", "default_value"=>null, "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeLinkedSetIndirect("document_list", array("linked_class"=>"lnkTicketToDoc", "ext_key_to_me"=>"ticket_id", "ext_key_to_remote"=>"document_id", "allowed_values"=>null, "count_min"=>0, "count_max"=>0, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeLinkedSetIndirect("ci_list", array("linked_class"=>"lnkTicketToCI", "ext_key_to_me"=>"ticket_id", "ext_key_to_remote"=>"ci_id", "allowed_values"=>null, "count_min"=>0, "count_max"=>0, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeLinkedSetIndirect("contact_list", array("linked_class"=>"lnkTicketToContact", "ext_key_to_me"=>"ticket_id", "ext_key_to_remote"=>"contact_id", "allowed_values"=>null, "count_min"=>0, "count_max"=>0, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeLinkedSetIndirect("incident_list", array("linked_class"=>"lnkTicketToIncident", "ext_key_to_me"=>"ticket_id", "ext_key_to_remote"=>"incident_id", "allowed_values"=>null, "count_min"=>0, "count_max"=>0, "depends_on"=>array())));
MetaModel::Init_SetZListItems('details', array('ref', 'title', 'description', 'start_date', 'document_list', 'ci_list', 'contact_list','incident_list'));
MetaModel::Init_SetZListItems('advanced_search', array('finalclass', 'ref', 'title', 'start_date'));
MetaModel::Init_SetZListItems('standard_search', array('finalclass', 'ref', 'title', 'start_date'));
MetaModel::Init_SetZListItems('list', array('finalclass', 'ref', 'title', 'ticket_log', 'start_date'));
}
}
class lnkTicketToDoc extends cmdbAbstractObject
{
public static function Init()
{
$aParams = array
(
"category" => "bizmodel,searchable,incidentmgmt,requestmgmt,changemgmt,problemmgmt,lnkticket",
"key_type" => "autoincrement",
"name_attcode" => "ticket_id",
"state_attcode" => "",
"reconc_keys" => array("ticket_id","document_id"),
"db_table" => "lnktickettodoc",
"db_key_field" => "id",
"db_finalclass_field" => "",
"display_template" => "",
);
MetaModel::Init_Params($aParams);
MetaModel::Init_InheritAttributes();
MetaModel::Init_AddAttribute(new AttributeExternalKey("ticket_id", array("targetclass"=>"Ticket", "jointype"=>null, "allowed_values"=>null, "sql"=>"ticket_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("ticket_ref", array("allowed_values"=>null, "extkey_attcode"=>"ticket_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("document_id", array("targetclass"=>"Document", "jointype"=>null, "allowed_values"=>null, "sql"=>"document_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("document_name", array("allowed_values"=>null, "extkey_attcode"=>"document_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_SetZListItems('details', array('ticket_id', 'document_id'));
MetaModel::Init_SetZListItems('advanced_search', array('ticket_id', 'document_id'));
MetaModel::Init_SetZListItems('standard_search', array('ticket_id', 'document_id'));
MetaModel::Init_SetZListItems('list', array('ticket_id', 'document_id'));
}
}
class lnkTicketToContact extends cmdbAbstractObject
{
public static function Init()
{
$aParams = array
(
"category" => "bizmodel,searchable,incidentmgmt,requestmgmt,changemgmt,problemmgmt,lnkticket",
"key_type" => "autoincrement",
"name_attcode" => "ticket_id",
"state_attcode" => "",
"reconc_keys" => array("ticket_id","contact_id"),
"db_table" => "lnktickettocontact",
"db_key_field" => "id",
"db_finalclass_field" => "",
"display_template" => "",
);
MetaModel::Init_Params($aParams);
MetaModel::Init_InheritAttributes();
MetaModel::Init_AddAttribute(new AttributeExternalKey("ticket_id", array("targetclass"=>"Ticket", "jointype"=>null, "allowed_values"=>null, "sql"=>"ticket_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("ticket_ref", array("allowed_values"=>null, "extkey_attcode"=>"ticket_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("contact_id", array("targetclass"=>"Contact", "jointype"=>null, "allowed_values"=>null, "sql"=>"contact_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("contact_name", array("allowed_values"=>null, "extkey_attcode"=>"contact_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("contact_email", array("allowed_values"=>null, "extkey_attcode"=>"contact_id", "target_attcode"=>"email", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeString("role", array("allowed_values"=>null, "sql"=>"role", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_SetZListItems('details', array('ticket_id', 'contact_id', 'contact_email', 'role'));
MetaModel::Init_SetZListItems('advanced_search', array('ticket_id', 'contact_id', 'contact_email', 'role'));
MetaModel::Init_SetZListItems('standard_search', array('ticket_id', 'contact_id', 'contact_email', 'role'));
MetaModel::Init_SetZListItems('list', array('ticket_id', 'contact_id', 'contact_email', 'role'));
}
}
class lnkTicketToCI extends cmdbAbstractObject
{
public static function Init()
{
$aParams = array
(
"category" => "bizmodel,searchable,incidentmgmt,requestmgmt,changemgmt,problemmgmt,lnkticket",
"key_type" => "autoincrement",
"name_attcode" => "ticket_id",
"state_attcode" => "",
"reconc_keys" => array("ticket_id","ci_id"),
"db_table" => "lnktickettoci",
"db_key_field" => "id",
"db_finalclass_field" => "",
"display_template" => "",
);
MetaModel::Init_Params($aParams);
MetaModel::Init_InheritAttributes();
MetaModel::Init_AddAttribute(new AttributeExternalKey("ticket_id", array("targetclass"=>"Ticket", "jointype"=>null, "allowed_values"=>null, "sql"=>"ticket_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("ticket_ref", array("allowed_values"=>null, "extkey_attcode"=>"ticket_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("ci_id", array("targetclass"=>"FunctionalCI", "jointype"=>null, "allowed_values"=>null, "sql"=>"ci_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("ci_name", array("allowed_values"=>null, "extkey_attcode"=>"ci_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("ci_status", array("allowed_values"=>null, "extkey_attcode"=>"ci_id", "target_attcode"=>"status", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeString("impact", array("allowed_values"=>null, "sql"=>"impact", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_SetZListItems('details', array('ticket_id', 'ci_id', 'impact','ci_status'));
MetaModel::Init_SetZListItems('advanced_search', array('ticket_id', 'ci_id', 'ci_status'));
MetaModel::Init_SetZListItems('standard_search', array('ticket_id', 'ci_id', 'ci_status'));
MetaModel::Init_SetZListItems('list', array('ticket_id', 'ci_id', 'impact','ci_status'));
}
}
abstract class ResponseTicket extends Ticket
{
public static function Init()
{
$aParams = array
(
"category" => "bizmodel",
"key_type" => "autoincrement",
"name_attcode" => "ref",
"state_attcode" => "status",
"reconc_keys" => array("ref"),
"db_table" => "ticket_response",
"db_key_field" => "id",
"db_finalclass_field" => "",
"display_template" => "",
);
MetaModel::Init_Params($aParams);
MetaModel::Init_InheritAttributes();
MetaModel::Init_AddAttribute(new AttributeEnum("status", array("allowed_values"=>new ValueSetEnum('new,assigned,frozen,escalated_tto,escalated_ttr,resolved,closed'), "sql"=>"status", "default_value"=>"new", "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("caller_id", array("targetclass"=>"Person", "jointype"=>null, "allowed_values"=>new ValueSetObjects('SELECT Person WHERE org_id = :this->org_id'), "sql"=>"caller_id", "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array("org_id"))));
MetaModel::Init_AddAttribute(new AttributeExternalField("caller_email", array("allowed_values"=>null, "extkey_attcode"=>"caller_id", "target_attcode"=>"email", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("org_id", array("targetclass"=>"Organization", "jointype"=>null, "allowed_values"=>null, "sql"=>"org_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("org_name", array("allowed_values"=>null, "extkey_attcode"=>"org_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("service_id", array("targetclass"=>"Service", "jointype"=>null, "allowed_values"=>new ValueSetObjects('SELECT Service AS s JOIN SLA AS sla ON sla.service_id=s.id JOIN lnkContractToSLA AS ln ON ln.sla_id=sla.id JOIN CustomerContract AS cc ON ln.contract_id=cc.id WHERE cc.org_id =:this->org_id'), "sql"=>"service_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array("org_id"))));
MetaModel::Init_AddAttribute(new AttributeExternalField("service_name", array("allowed_values"=>null, "extkey_attcode"=>"service_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("servicesubcategory_id", array("targetclass"=>"ServiceSubcategory", "jointype"=>null, "allowed_values"=>new ValueSetObjects('SELECT ServiceSubcategory WHERE service_id = :this->service_id'), "sql"=>"servicesubcategory_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array("service_id"))));
MetaModel::Init_AddAttribute(new AttributeExternalField("servicesubcategory_name", array("allowed_values"=>null, "extkey_attcode"=>"servicesubcategory_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeString("product", array("allowed_values"=>null, "sql"=>"product", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("impact", array("allowed_values"=>new ValueSetEnum('1,2,3'), "sql"=>"impact", "default_value"=>"1", "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("urgency", array("allowed_values"=>new ValueSetEnum('1,2,3'), "sql"=>"urgency", "default_value"=>"1", "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("priority", array("allowed_values"=>new ValueSetEnum('1,2,3'), "sql"=>"priority", "default_value"=>"1", "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("workgroup_id", array("targetclass"=>"Team", "jointype"=>null, "allowed_values"=>new ValueSetObjects('SELECT Team AS t JOIN CustomerContract AS cc ON cc.support_team_id=t.id JOIN lnkContractToSLA AS ln ON ln.contract_id=cc.id JOIN SLA AS sla ON ln.sla_id=sla.id WHERE sla.service_id = :this->service_id AND cc.org_id = :this->org_id'), "sql"=>"workgroup_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array("org_id","service_id"))));
MetaModel::Init_AddAttribute(new AttributeExternalField("workgroup_name", array("allowed_values"=>null, "extkey_attcode"=>"workgroup_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("agent_id", array("targetclass"=>"Person", "jointype"=>null, "allowed_values"=>new ValueSetObjects('SELECT Person AS p JOIN lnkTeamToContact AS l ON l.contact_id=p.id JOIN Team AS t ON l.team_id=t.id WHERE t.id = :this->workgroup_id'), "sql"=>"agent_id", "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array("workgroup_id"))));
MetaModel::Init_AddAttribute(new AttributeExternalField("agent_name", array("allowed_values"=>null, "extkey_attcode"=>"agent_id", "target_attcode"=>"name", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("agent_email", array("allowed_values"=>null, "extkey_attcode"=>"agent_id", "target_attcode"=>"email", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("related_problem_id", array("targetclass"=>"Problem", "jointype"=>null, "allowed_values"=>null, "sql"=>"related_problem_id", "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("related_problem_ref", array("allowed_values"=>null, "extkey_attcode"=>"related_problem_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalKey("related_change_id", array("targetclass"=>"Change", "jointype"=>null, "allowed_values"=>null, "sql"=>"related_change_id", "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeExternalField("related_change_ref", array("allowed_values"=>null, "extkey_attcode"=>"related_change_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDateTime("close_date", array("allowed_values"=>null, "sql"=>"close_date", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDateTime("last_update", array("allowed_values"=>null, "sql"=>"last_update", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDateTime("assignment_date", array("allowed_values"=>null, "sql"=>"assignment_date", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDateTime("resolution_date", array("allowed_values"=>null, "sql"=>"resolution_date", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDeadline("tto_escalation_deadline", array("allowed_values"=>null, "sql"=>"tto_escalation_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDeadline("ttr_escalation_deadline", array("allowed_values"=>null, "sql"=>"ttr_escalation_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeDeadline("closure_deadline", array("allowed_values"=>null, "sql"=>"closure_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("resolution_code", array("allowed_values"=>new ValueSetEnum('fixed,duplicate,couldnotreproduce,irrelevant'), "sql"=>"resolution_code", "default_value"=>"fixed", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeText("solution", array("allowed_values"=>null, "sql"=>"solution", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("user_satisfaction", array("allowed_values"=>new ValueSetEnum('1,2,3,4'), "sql"=>"user_satisfaction", "default_value"=>"1", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeText("user_commment", array("allowed_values"=>null, "sql"=>"user_commment", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
MetaModel::Init_SetZListItems('details', array('ref', 'title', 'org_id', 'start_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'closure_deadline', 'document_list', 'ci_list', 'contact_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', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
MetaModel::Init_SetZListItems('advanced_search', array('finalclass', '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', 'last_update', 'assignment_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
MetaModel::Init_SetZListItems('standard_search', array('finalclass', 'ref', 'title', 'org_id', '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'));
MetaModel::Init_SetZListItems('list', array('finalclass', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'priority', 'workgroup_id', 'agent_id', 'last_update'));
// Lifecycle
MetaModel::Init_DefineState(
"new",
array(
"attribute_inherit" => null,
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'ticket_log' => OPT_ATT_HIDDEN,
'caller_id' => OPT_ATT_MANDATORY,
'related_change_id' => OPT_ATT_HIDDEN,
'description' => OPT_ATT_MUSTCHANGE,
'contact_list' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'assignment_date' => OPT_ATT_HIDDEN,
'resolution_date' => OPT_ATT_HIDDEN,
'tto_escalation_deadline' => OPT_ATT_READONLY,
'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
'closure_deadline' => OPT_ATT_HIDDEN,
'close_date' => OPT_ATT_HIDDEN,
'org_id' => OPT_ATT_MUSTCHANGE,
'service_id' => OPT_ATT_MUSTCHANGE,
'servicesubcategory_id' => OPT_ATT_MUSTCHANGE,
'product' => OPT_ATT_MUSTPROMPT,
'impact' => OPT_ATT_MUSTCHANGE,
'urgency' => OPT_ATT_MUSTCHANGE,
'priority' => OPT_ATT_READONLY,
'workgroup_id' => OPT_ATT_MUSTCHANGE,
'agent_id' => OPT_ATT_HIDDEN,
'agent_email' => OPT_ATT_HIDDEN,
'resolution_code' => OPT_ATT_HIDDEN,
'solution' => OPT_ATT_HIDDEN,
'user_satisfaction' => OPT_ATT_HIDDEN,
'related_problem_id' => OPT_ATT_HIDDEN,
'related_change_id' => OPT_ATT_HIDDEN,
'user_commment' => OPT_ATT_HIDDEN,
),
)
);
MetaModel::Init_DefineState(
"escalated_tto",
array(
"attribute_inherit" => 'new',
"attribute_list" => array(
),
)
);
MetaModel::Init_DefineState(
"assigned",
array(
"attribute_inherit" => 'new',
"attribute_list" => array(
'title' => OPT_ATT_READONLY,
'caller_id' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_READONLY,
'ticket_log' => OPT_ATT_NORMAL,
'description' => OPT_ATT_READONLY,
'agent_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
'agent_email' => OPT_ATT_READONLY,
'workgroup_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'ttr_escalation_deadline' => OPT_ATT_READONLY,
'related_problem_id' => OPT_ATT_NORMAL,
'related_change_id' => OPT_ATT_NORMAL,
),
)
);
MetaModel::Init_DefineState(
"escalated_ttr",
array(
"attribute_inherit" => 'assigned',
"attribute_list" => array(
// MUST_PROMPT is not inherited...but does that make sense
'agent_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
'workgroup_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
),
)
);
MetaModel::Init_DefineState(
"frozen",
array(
"attribute_inherit" => 'assigned',
"attribute_list" => array(
),
)
);
MetaModel::Init_DefineState(
"resolved",
array(
"attribute_inherit" => 'assigned',
"attribute_list" => array(
'service_id' => OPT_ATT_READONLY,
'servicesubcategory_id' => OPT_ATT_READONLY,
'product' => OPT_ATT_READONLY,
'impact' => OPT_ATT_READONLY,
'workgroup_id' => OPT_ATT_READONLY,
'agent_id' => OPT_ATT_READONLY,
'urgency' => OPT_ATT_READONLY,
'resolution_code' => OPT_ATT_MUSTPROMPT,
'solution' => OPT_ATT_MUSTPROMPT,
'closure_deadline' => OPT_ATT_READONLY,
'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
),
)
);
MetaModel::Init_DefineState(
"closed",
array(
"attribute_inherit" => 'resolved',
"attribute_list" => array(
'ticket_log' => OPT_ATT_READONLY,
'user_satisfaction' => OPT_ATT_MUSTPROMPT,
'user_commment' => OPT_ATT_MUSTPROMPT,
'resolution_code' => OPT_ATT_READONLY,
'solution' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_READONLY,
'closure_deadline' => OPT_ATT_HIDDEN,
),
)
);
MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_assign", array()));
MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_reassign", array()));
MetaModel::Init_DefineStimulus(new StimulusInternal("ev_timeout", array()));
MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_resolve", array()));
MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_close", array()));
MetaModel::Init_DefineTransition("new", "ev_assign", array("target_state"=>"assigned", "actions"=>array('SetAssignedDate'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("new", "ev_timeout", array("target_state"=>"escalated_tto", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("escalated_tto", "ev_assign", array("target_state"=>"assigned", "actions"=>array('SetAssignedDate'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_reassign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_timeout", array("target_state"=>"escalated_ttr", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_resolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate','SetClosureDeadline'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("escalated_ttr", "ev_reassign", array("target_state"=>"escalated_ttr", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("escalated_ttr", "ev_resolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate','SetClosureDeadline'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("resolved", "ev_reassign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("resolved", "ev_close", array("target_state"=>"closed", "actions"=>array('SetClosureDate'), "user_restriction"=>null));
}
// Lifecycle actions
//
public function SetClosureDeadline($sStimulusCode)
{
$iMaxWaitHours = 24;
$this->Set('closure_deadline', time() + $iMaxWaitHours * 3600);
return true;
}
public function SetAssignedDate($sStimulusCode)
{
$this->Set('assignment_date', time());
return true;
}
public function SetResolveDate($sStimulusCode)
{
$this->Set('resolution_date', time());
return true;
}
public function SetClosureDate($sStimulusCode)
{
$this->Set('close_date', time());
return true;
}
/**
* Determines the shortest SLT, for this ticket, for the given metric. Returns null is no SLT was found
* @param string $sMetric Type of metric 'TTO', 'TTR', etc as defined in the SLT class
* @return hash Array with 'SLT' => name of the SLT selected, 'value' => duration in seconds of the SLT metric, null if no SLT applies to this ticket
*/
public function ComputeSLT($sMetric = 'TTO')
{
$aResult = null;
if (MetaModel::IsValidClass('SLT'))
{
$sOQL = "SELECT SLT JOIN lnkSLTToSLA AS L1 ON L1.slt_id=SLT.id JOIN SLA ON L1.sla_id = SLA.id JOIN lnkContractToSLA AS L2 ON L2.sla_id = SLA.id JOIN CustomerContract ON L2.contract_id = CustomerContract.id
WHERE SLT.ticket_priority = :priority AND SLA.service_id = :service_id AND SLT.metric = :metric AND CustomerContract.org_id = :org_id";
$oSLTSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
array(),
array(
'priority' => $this->Get('priority'),
'service_id' => $this->Get('service_id'),
'metric' => $sMetric,
'org_id' => $this->Get('org_id'),
)
);
$iMinDuration = PHP_INT_MAX;
$sSLTName = '';
while($oSLT = $oSLTSet->Fetch())
{
$iDuration = (int)$oSLT->Get('value');
$sUnit = $oSLT->Get('value_unit');
//echo "<p>Found SLT: ".$oSLT->GetName()." - $iDuration ($sUnit)</p>\n";
switch($sUnit)
{
case 'days':
$iDuration = $iDuration * 24; // 24 hours in 1 days
// Fall though
case 'hours':
$iDuration = $iDuration * 60; // 60 minutes in 1 hour
// Fall though
case 'minutes':
$iDuration = $iDuration * 60;
}
if ($iDuration < $iMinDuration)
{
$iMinDuration = $iDuration;
$sSLTName = $oSLT->GetName();
}
}
if ($iMinDuration == PHP_INT_MAX)
{
$aResult = null;
}
else
{
$aResult = array('SLT' => $sSLTName, 'value' => $iMinDuration);
}
}
return $aResult;
}
/**
* Compute the priority of the ticket based on its impact and urgency
* @return integer The priority of the ticket 1(high) .. 3(low)
*/
public function ComputePriority()
{
// priority[impact][urgency]
$aPriorities = array(
// single person
1 => array(
1 => 1,
2 => 1,
3 => 2,
),
// a group
2 => array(
1 => 1,
2 => 2,
3 => 3,
),
// a departement!
3 => array(
1 => 2,
2 => 3,
3 => 3,
),
);
$iPriority = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')];
return $iPriority;
}
public function ComputeValues()
{
// Compute the priority of the ticket
$this->Set('priority', $this->ComputePriority());
// Compute the SLA deadlines, if any is applicable to this ticket
$aSLT = $this->ComputeSLT('TTO');
if ($aSLT != null)
{
//echo "<p>TTO: SLT found: {$aSLT['SLT']}, value: {$aSLT['value']}</p>\n";
$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
$this->Set('tto_escalation_deadline', $iStartDate + $aSLT['value']);
}
else
{
$this->Set('tto_escalation_deadline', null);
}
$aSLT = $this->ComputeSLT('TTR');
if ($aSLT != null)
{
//echo "<p>TTR: SLT found: {$aSLT['SLT']}, value: {$aSLT['value']}</p>\n";
$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
$this->Set('ttr_escalation_deadline', $iStartDate + $aSLT['value']);
}
else
{
$this->Set('ttr_escalation_deadline', null);
}
}
/**
* Determines if the ticket must be hilighted in the list, if we're about to miss a SLA for instance
*/
public function GetHilightClass()
{
$sHilightClass = '';
switch($this->GetState())
{
case 'new':
$oEscalationDeadline = $this->Get('tto_escalation_deadline');
if ($oEscalationDeadline != null)
{
// A SLA is running
$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
if ($ratio <= 0)
{
$sHilightClass = HILIGHT_CLASS_CRITICAL;
}
else if ($ratio <= 0.25)
{
$sHilightClass = HILIGHT_CLASS_WARNING;
}
}
break;
case 'assigned':
$oEscalationDeadline = $this->Get('ttr_escalation_deadline');
if ($oEscalationDeadline != null)
{
// A SLA is running
$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
if ($ratio <= 0)
{
$sHilightClass = HILIGHT_CLASS_CRITICAL;
}
else if ($ratio <= 0.25)
{
$sHilightClass = HILIGHT_CLASS_WARNING;
}
}
break;
case 'escalated_tto':
case 'escalated_ttr':
$sHilightClass = HILIGHT_CLASS_CRITICAL;
break;
}
return $sHilightClass;
}
protected function OnInsert()
{
$this->Set('last_update', time());
}
protected function OnUpdate()
{
$this->Set('last_update', time());
}
/*
EXAMPLE: OnInsert....
protected function OnInsert()
{
// Romain: ajouter cette ligne
$oToNotify = $this->Get('contacts_a_notifier');
// Romain: ca c'etait pour verifier que ca fonctionne bien
// $oFirstContact = MetaModel::GetObject('bizPerson', 6);
// $oNewLink = new lnkContactTicket();
// $oNewLink->Set('contact_id', 6);
// $oNewLink->Set('role', 'created before');
// $oToNotify->AddObject($oNewLink);
$oImpactedInfras = DBObjectSet::FromLinkSet($this, 'impacted_infra_manual', 'ci_id');
$aComputed = $oImpactedInfras->GetRelatedObjects('impacts', 10);
if (array_key_exists('logRealObject', $aComputed))
{
foreach($aComputed['logRealObject'] as $iKey => $oObject)
{
if (MetaModel::IsParentClass('bizContact', get_class($oObject)))
{
$oNewLink = new lnkContactTicket();
$oNewLink->Set('contact_id', $iKey);
//$oNewLink->Set('ticket_id', $this->GetKey()); // unkown at that time!
$oNewLink->Set('role', 'contact automatically computed');
// Romain: transformer cette ligne
$oToNotify->AddObject($oNewLink);
}
}
// Romain: supprimer cette ligne
// $this->Set('contacts_a_notifier', $oToNotify);
}
}
*/
}
class ProcessSLAResponseTicket implements iBackgroundProcess
{
public function GetPeriodicity()
{
return 2; // seconds
}
public function Process($iTimeLimit)
{
$oMyChange = new CMDBChange();
$oMyChange->Set("date", time());
$oMyChange->Set("userinfo", "Automatic updates");
$iChangeId = $oMyChange->DBInsertNoReload();
$aReport = array();
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'new\' AND tto_escalation_deadline <= NOW()'));
while ((time() < $iTimeLimit) && $oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_timeout');
//$oToEscalate->Set('tto_escalation_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
$aReport['reached TTO ESCALATION deadline'][] = $oToEscalate->Get('ref');
}
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'assigned\' AND ttr_escalation_deadline <= NOW()'));
while ((time() < $iTimeLimit) && $oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_timeout');
//$oToEscalate->Set('ttr_escalation_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
$aReport['reached TTR ESCALATION deadline'][] = $oToEscalate->Get('ref');
}
$oSet = new DBObjectSet(DBObjectSearch::FromOQL('SELECT ResponseTicket WHERE status = \'resolved\' AND closure_deadline <= NOW()'));
while ((time() < $iTimeLimit) && $oToEscalate = $oSet->Fetch())
{
$oToEscalate->ApplyStimulus('ev_close');
//$oToEscalate->Set('closure_deadline', null);
$oToEscalate->DBUpdateTracked($oMyChange, true);
$aReport['reached closure deadline'][] = $oToEscalate->Get('ref');
}
$aStringReport = array();
foreach ($aReport as $sOperation => $aTicketRefs)
{
if (count($aTicketRefs) > 0)
{
$aStringReport[] = $sOperation.': '.count($aTicketRefs).' {'.implode(', ', $aTicketRefs).'}';
}
}
if (count($aStringReport) == 0)
{
return "No ticket to process";
}
else
{
return "Some tickets reached the limit - ".implode('; ', $aStringReport);
}
}
}
?>
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