mirror of
https://github.com/Combodo/iTop.git
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1213 lines
38 KiB
XML
1213 lines
38 KiB
XML
<?xml version="1.0" encoding="UTF-8"?>
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<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.0">
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<classes>
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<class id="Incident" _delta="define">
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<parent>ResponseTicket</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,incidentmgmt</category>
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<abstract>false</abstract>
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<key_type>autoincrement</key_type>
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<db_table>ticket_incident</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/incident.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" order="0">
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<ascending>false</ascending>
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</column>
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</columns>
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</order>
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</properties>
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<fields/>
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<lifecycle>
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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"/>
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<stimulus id="ev_timeout" xsi:type="StimulusInternal"/>
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<stimulus id="ev_resolve" xsi:type="StimulusUserAction"/>
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<stimulus id="ev_close" xsi:type="StimulusUserAction"/>
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</stimuli>
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<states>
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<state id="new">
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<flags>
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<attribute id="ref">
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<read_only/>
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</attribute>
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<attribute id="description">
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<must_prompt/>
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</attribute>
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<attribute id="start_date">
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<read_only/>
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</attribute>
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<attribute id="caller_id">
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<mandatory/>
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</attribute>
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<attribute id="org_id">
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<must_prompt/>
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</attribute>
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<attribute id="service_id">
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<must_prompt/>
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</attribute>
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<attribute id="servicesubcategory_id">
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<must_prompt/>
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</attribute>
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<attribute id="product">
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<must_prompt/>
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</attribute>
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<attribute id="impact">
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<must_prompt/>
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</attribute>
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<attribute id="urgency">
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<must_prompt/>
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</attribute>
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<attribute id="priority">
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<read_only/>
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</attribute>
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<attribute id="workgroup_id">
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<must_prompt/>
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</attribute>
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<attribute id="agent_email">
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<hidden/>
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</attribute>
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<attribute id="related_problem_id">
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<hidden/>
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</attribute>
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<attribute id="related_change_id">
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<hidden/>
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</attribute>
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<attribute id="close_date">
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<hidden/>
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</attribute>
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<attribute id="last_update">
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<read_only/>
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</attribute>
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<attribute id="assignment_date">
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<hidden/>
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</attribute>
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<attribute id="resolution_date">
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<hidden/>
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</attribute>
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<attribute id="tto_escalation_deadline">
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<read_only/>
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</attribute>
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<attribute id="ttr_escalation_deadline">
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<hidden/>
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</attribute>
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<attribute id="closure_deadline">
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<hidden/>
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</attribute>
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<attribute id="resolution_code">
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<hidden/>
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</attribute>
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<attribute id="solution">
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<hidden/>
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</attribute>
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<attribute id="user_satisfaction">
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<hidden/>
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</attribute>
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<attribute id="user_commment">
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<hidden/>
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</attribute>
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</flags>
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<transitions>
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<transition id="ev_assign">
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<stimulus>ev_assign</stimulus>
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<target>assigned</target>
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<actions>
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<action>
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<verb>SetAssignedDate</verb>
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</action>
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</actions>
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</transition>
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<transition id="ev_timeout">
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<stimulus>ev_timeout</stimulus>
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<target>escalated_tto</target>
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<actions/>
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</transition>
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</transitions>
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</state>
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<state id="escalated_tto">
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<flags>
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<attribute id="ref">
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<read_only/>
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</attribute>
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<attribute id="start_date">
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<read_only/>
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</attribute>
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<attribute id="caller_id">
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<mandatory/>
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</attribute>
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<attribute id="priority">
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<read_only/>
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</attribute>
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<attribute id="agent_email">
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<hidden/>
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</attribute>
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<attribute id="related_problem_id">
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<hidden/>
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</attribute>
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<attribute id="related_change_id">
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<hidden/>
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</attribute>
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<attribute id="close_date">
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<hidden/>
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</attribute>
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<attribute id="last_update">
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<read_only/>
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</attribute>
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<attribute id="assignment_date">
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<hidden/>
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</attribute>
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<attribute id="resolution_date">
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<hidden/>
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</attribute>
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<attribute id="tto_escalation_deadline">
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<read_only/>
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</attribute>
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<attribute id="ttr_escalation_deadline">
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<hidden/>
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</attribute>
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<attribute id="closure_deadline">
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<hidden/>
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</attribute>
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<attribute id="resolution_code">
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<hidden/>
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</attribute>
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<attribute id="solution">
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<hidden/>
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</attribute>
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<attribute id="user_satisfaction">
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<hidden/>
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</attribute>
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<attribute id="user_commment">
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<hidden/>
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</attribute>
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</flags>
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<transitions>
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<transition id="ev_assign">
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<stimulus>ev_assign</stimulus>
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<target>assigned</target>
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<actions>
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<action>
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<verb>SetAssignedDate</verb>
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</action>
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</actions>
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</transition>
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</transitions>
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</state>
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<state id="assigned">
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<flags>
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<attribute id="ref">
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<read_only/>
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</attribute>
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<attribute id="title">
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<read_only/>
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</attribute>
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<attribute id="description">
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<read_only/>
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</attribute>
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<attribute id="start_date">
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<read_only/>
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</attribute>
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<attribute id="caller_id">
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<read_only/>
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</attribute>
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<attribute id="org_id">
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<read_only/>
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</attribute>
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<attribute id="priority">
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<read_only/>
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</attribute>
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<attribute id="workgroup_id">
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<mandatory/>
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<must_prompt/>
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</attribute>
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<attribute id="agent_id">
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<mandatory/>
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<must_prompt/>
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</attribute>
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<attribute id="agent_email">
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<read_only/>
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</attribute>
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<attribute id="close_date">
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<hidden/>
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</attribute>
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<attribute id="last_update">
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<read_only/>
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</attribute>
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<attribute id="assignment_date">
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<hidden/>
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</attribute>
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<attribute id="resolution_date">
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<hidden/>
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</attribute>
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<attribute id="tto_escalation_deadline">
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<hidden/>
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</attribute>
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<attribute id="ttr_escalation_deadline">
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<read_only/>
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</attribute>
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<attribute id="closure_deadline">
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<hidden/>
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</attribute>
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<attribute id="resolution_code">
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<hidden/>
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</attribute>
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<attribute id="solution">
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<hidden/>
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</attribute>
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<attribute id="user_satisfaction">
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<hidden/>
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</attribute>
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<attribute id="user_commment">
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<hidden/>
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</attribute>
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</flags>
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<transitions>
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<transition id="ev_reassign">
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<stimulus>ev_reassign</stimulus>
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<target>assigned</target>
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<actions/>
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</transition>
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<transition id="ev_reassign">
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<stimulus>ev_timeout</stimulus>
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<target>escalated_ttr</target>
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<actions/>
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</transition>
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<transition id="ev_reassign">
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<stimulus>ev_resolve</stimulus>
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<target>resolved</target>
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<actions>
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<action>
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<verb>SetResolveDate</verb>
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</action>
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<action>
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<verb>SetClosureDeadline</verb>
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</action>
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</actions>
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</transition>
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</transitions>
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</state>
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<state id="escalated_ttr">
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<flags>
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<attribute id="ref">
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<read_only/>
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</attribute>
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<attribute id="title">
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<read_only/>
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</attribute>
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<attribute id="description">
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<read_only/>
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</attribute>
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<attribute id="start_date">
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<read_only/>
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</attribute>
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<attribute id="caller_id">
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<read_only/>
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</attribute>
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<attribute id="org_id">
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<read_only/>
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</attribute>
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<attribute id="priority">
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<read_only/>
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</attribute>
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<attribute id="workgroup_id">
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<mandatory/>
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<must_prompt/>
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</attribute>
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<attribute id="agent_id">
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<mandatory/>
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<must_prompt/>
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</attribute>
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<attribute id="agent_email">
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<read_only/>
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</attribute>
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<attribute id="close_date">
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<hidden/>
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</attribute>
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<attribute id="last_update">
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<read_only/>
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</attribute>
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<attribute id="assignment_date">
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<hidden/>
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</attribute>
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<attribute id="resolution_date">
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<hidden/>
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</attribute>
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<attribute id="tto_escalation_deadline">
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<hidden/>
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</attribute>
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<attribute id="ttr_escalation_deadline">
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<read_only/>
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</attribute>
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|
<attribute id="closure_deadline">
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<hidden/>
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</attribute>
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<attribute id="resolution_code">
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<hidden/>
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</attribute>
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<attribute id="solution">
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<hidden/>
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</attribute>
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<attribute id="user_satisfaction">
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<hidden/>
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</attribute>
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<attribute id="user_commment">
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<hidden/>
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</attribute>
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</flags>
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<transitions>
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<transition id="ev_reassign">
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<stimulus>ev_reassign</stimulus>
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<target>escalated_ttr</target>
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<actions/>
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</transition>
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<transition id="ev_resolve">
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<stimulus>ev_resolve</stimulus>
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<target>resolved</target>
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<actions>
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<action>
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<verb>SetResolveDate</verb>
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</action>
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<action>
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<verb>SetClosureDeadline</verb>
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</action>
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</actions>
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</transition>
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</transitions>
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</state>
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<state id="frozen">
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<flags>
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<attribute id="ref">
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<read_only/>
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</attribute>
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<attribute id="title">
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<read_only/>
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</attribute>
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<attribute id="description">
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<read_only/>
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</attribute>
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<attribute id="start_date">
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<read_only/>
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</attribute>
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<attribute id="caller_id">
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<read_only/>
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</attribute>
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<attribute id="org_id">
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<read_only/>
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</attribute>
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<attribute id="priority">
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<read_only/>
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</attribute>
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<attribute id="workgroup_id">
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<mandatory/>
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</attribute>
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<attribute id="agent_id">
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<mandatory/>
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</attribute>
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<attribute id="agent_email">
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<read_only/>
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</attribute>
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<attribute id="close_date">
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<hidden/>
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</attribute>
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<attribute id="last_update">
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<read_only/>
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</attribute>
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<attribute id="assignment_date">
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<hidden/>
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</attribute>
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<attribute id="resolution_date">
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<hidden/>
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</attribute>
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<attribute id="tto_escalation_deadline">
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<hidden/>
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</attribute>
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<attribute id="ttr_escalation_deadline">
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<read_only/>
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</attribute>
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<attribute id="closure_deadline">
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<hidden/>
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</attribute>
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<attribute id="resolution_code">
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<hidden/>
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</attribute>
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<attribute id="solution">
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<hidden/>
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</attribute>
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<attribute id="user_satisfaction">
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|
<hidden/>
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</attribute>
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<attribute id="user_commment">
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<hidden/>
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</attribute>
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</flags>
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<transitions/>
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</state>
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<state id="resolved">
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<flags>
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<attribute id="ref">
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<read_only/>
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</attribute>
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|
<attribute id="title">
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<read_only/>
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</attribute>
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<attribute id="description">
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<read_only/>
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|
</attribute>
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|
<attribute id="start_date">
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|
<read_only/>
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|
</attribute>
|
|
<attribute id="caller_id">
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|
<read_only/>
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|
</attribute>
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|
<attribute id="org_id">
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|
<read_only/>
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</attribute>
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|
<attribute id="service_id">
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|
<read_only/>
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|
</attribute>
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|
<attribute id="servicesubcategory_id">
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|
<read_only/>
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|
</attribute>
|
|
<attribute id="product">
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|
<read_only/>
|
|
</attribute>
|
|
<attribute id="impact">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="urgency">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="priority">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="workgroup_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="agent_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="agent_email">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="close_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="last_update">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="assignment_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="resolution_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="tto_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="ttr_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="closure_deadline">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="resolution_code">
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="solution">
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="user_satisfaction">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="user_commment">
|
|
<hidden/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions>
|
|
<transition id="ev_reassign">
|
|
<stimulus>ev_reassign</stimulus>
|
|
<target>assigned</target>
|
|
<actions/>
|
|
</transition>
|
|
<transition id="ev_close">
|
|
<stimulus>ev_close</stimulus>
|
|
<target>closed</target>
|
|
<actions>
|
|
<action>
|
|
<verb>SetClosureDate</verb>
|
|
</action>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state id="closed">
|
|
<flags>
|
|
<attribute id="ref">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="title">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="description">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="ticket_log">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="start_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="caller_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="org_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="service_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="servicesubcategory_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="product">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="impact">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="urgency">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="priority">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="workgroup_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="agent_id">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="agent_email">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="close_date">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="last_update">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="assignment_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="resolution_date">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="tto_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="ttr_escalation_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="closure_deadline">
|
|
<hidden/>
|
|
</attribute>
|
|
<attribute id="resolution_code">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="solution">
|
|
<read_only/>
|
|
</attribute>
|
|
<attribute id="user_satisfaction">
|
|
<must_prompt/>
|
|
</attribute>
|
|
<attribute id="user_commment">
|
|
<must_prompt/>
|
|
</attribute>
|
|
</flags>
|
|
<transitions/>
|
|
</state>
|
|
</states>
|
|
</lifecycle>
|
|
<methods>
|
|
<method id="ComputeValues">
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[ public function ComputeValues()
|
|
{
|
|
$sCurrRef = $this->Get('ref');
|
|
if (strlen($sCurrRef) == 0)
|
|
{
|
|
$iKey = $this->GetKey();
|
|
if ($iKey < 0)
|
|
{
|
|
// Object not yet in the Database
|
|
$iKey = MetaModel::GetNextKey(get_class($this));
|
|
}
|
|
$sName = sprintf('I-%06d', $iKey);
|
|
$this->Set('ref', $sName);
|
|
}
|
|
|
|
return parent::ComputeValues();
|
|
}]]></code>
|
|
</method>
|
|
<method id="OnInsert">
|
|
<static>false</static>
|
|
<access>protected</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[ protected function OnInsert()
|
|
{
|
|
$oToNotify = $this->Get('contact_list');
|
|
$oToImpact = $this->Get('ci_list');
|
|
|
|
$oImpactedInfras = DBObjectSet::FromLinkSet($this, 'ci_list', 'ci_id');
|
|
|
|
$aComputed = $oImpactedInfras->GetRelatedObjects('impacts', 10);
|
|
|
|
if (isset($aComputed['FunctionalCI']) && is_array($aComputed['FunctionalCI']))
|
|
{
|
|
foreach($aComputed['FunctionalCI'] as $iKey => $oObject)
|
|
{
|
|
$oNewLink = new lnkTicketToCI();
|
|
$oNewLink->Set('ci_id', $iKey);
|
|
$oNewLink->Set('impact', 'potentially impacted (automatically computed)');
|
|
$oToImpact->AddObject($oNewLink);
|
|
}
|
|
}
|
|
if (isset($aComputed['Contact']) && is_array($aComputed['Contact']))
|
|
{
|
|
foreach($aComputed['Contact'] as $iKey => $oObject)
|
|
{
|
|
$oNewLink = new lnkTicketToContact();
|
|
$oNewLink->Set('contact_id', $iKey);
|
|
$oNewLink->Set('role', 'contact automatically computed');
|
|
$oToNotify->AddObject($oNewLink);
|
|
}
|
|
}
|
|
parent::OnInsert();
|
|
}]]></code>
|
|
</method>
|
|
<method id="GetIcon">
|
|
<comment>/**
|
|
* Get the icon representing this object
|
|
* @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined)
|
|
* @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file
|
|
*/</comment>
|
|
<static>false</static>
|
|
<access>public</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[ public function GetIcon($bImgTag = true)
|
|
{
|
|
$sStatus = $this->Get('status');
|
|
switch($this->GetState())
|
|
{
|
|
|
|
case 'escalated_tto':
|
|
case 'escalated_ttr':
|
|
$sIcon = self::MakeIconFromName('incident-escalated.png');
|
|
break;
|
|
|
|
case 'resolved':
|
|
case 'closed':
|
|
$sIcon = self::MakeIconFromName('incident-closed.png');
|
|
break;
|
|
|
|
case 'new':
|
|
$sIcon = self::MakeIconFromName('incident.png');
|
|
$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)
|
|
{
|
|
$sIcon = self::MakeIconFromName('incident-escalated.png');
|
|
}
|
|
else if ($ratio <= 0.25)
|
|
{
|
|
$sIcon = self::MakeIconFromName('incident-deadline.png');
|
|
}
|
|
}
|
|
break;
|
|
|
|
case 'assigned':
|
|
$sIcon = self::MakeIconFromName('incident.png');
|
|
$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)
|
|
{
|
|
$sIcon = self::MakeIconFromName('incident-escalated.png');
|
|
}
|
|
else if ($ratio <= 0.25)
|
|
{
|
|
$sIcon = self::MakeIconFromName('incident-deadline.png');
|
|
}
|
|
}
|
|
break;
|
|
|
|
|
|
default:
|
|
$sIcon = MetaModel::GetClassIcon(get_class($this), $bImgTag);
|
|
}
|
|
return $sIcon;
|
|
}]]></code>
|
|
</method>
|
|
<method id="MakeIconFromName">
|
|
<static>true</static>
|
|
<access>protected</access>
|
|
<type>Overload-DBObject</type>
|
|
<code><![CDATA[ protected static function MakeIconFromName($sIconName, $bImgTag = true)
|
|
{
|
|
$sIcon = '';
|
|
if ($sIconName != '')
|
|
{
|
|
$sPath = utils::GetAbsoluteUrlModulesRoot().'itop-incident-mgmt-1.0.0/images/'.$sIconName;
|
|
if ($bImgTag)
|
|
{
|
|
$sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
|
|
}
|
|
else
|
|
{
|
|
$sIcon = $sPath;
|
|
}
|
|
}
|
|
return $sIcon;
|
|
}]]></code>
|
|
</method>
|
|
</methods>
|
|
<presentation>
|
|
<details>
|
|
<items>
|
|
<item id="document_list">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="ci_list">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="contact_list">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="incident_list">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="col:col1">
|
|
<rank>50</rank>
|
|
<items>
|
|
<item id="fieldset:Ticket:baseinfo">
|
|
<rank>10</rank>
|
|
<items>
|
|
<item id="ref">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="title">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="org_id">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="status">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="priority">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="service_id">
|
|
<rank>60</rank>
|
|
</item>
|
|
<item id="servicesubcategory_id">
|
|
<rank>70</rank>
|
|
</item>
|
|
<item id="product">
|
|
<rank>80</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:moreinfo">
|
|
<rank>20</rank>
|
|
<items>
|
|
<item id="impact">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="urgency">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="description">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="resolution_code">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="solution">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="user_satisfaction">
|
|
<rank>60</rank>
|
|
</item>
|
|
<item id="user_commment">
|
|
<rank>70</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="col:col2">
|
|
<rank>60</rank>
|
|
<items>
|
|
<item id="fieldset:Ticket:date">
|
|
<rank>10</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="close_date">
|
|
<rank>60</rank>
|
|
</item>
|
|
<item id="closure_deadline">
|
|
<rank>70</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:contact">
|
|
<rank>20</rank>
|
|
<items>
|
|
<item id="caller_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="workgroup_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="agent_id">
|
|
<rank>30</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item id="fieldset:Ticket:relation">
|
|
<rank>30</rank>
|
|
<items>
|
|
<item id="related_problem_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="related_change_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</details>
|
|
<search>
|
|
<items>
|
|
<item id="ref">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="title">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="org_id">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="start_date">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="status">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="caller_id">
|
|
<rank>60</rank>
|
|
</item>
|
|
<item id="service_id">
|
|
<rank>70</rank>
|
|
</item>
|
|
<item id="servicesubcategory_id">
|
|
<rank>80</rank>
|
|
</item>
|
|
<item id="product">
|
|
<rank>90</rank>
|
|
</item>
|
|
<item id="impact">
|
|
<rank>100</rank>
|
|
</item>
|
|
<item id="urgency">
|
|
<rank>110</rank>
|
|
</item>
|
|
<item id="priority">
|
|
<rank>120</rank>
|
|
</item>
|
|
<item id="workgroup_id">
|
|
<rank>130</rank>
|
|
</item>
|
|
<item id="agent_id">
|
|
<rank>140</rank>
|
|
</item>
|
|
<item id="agent_email">
|
|
<rank>150</rank>
|
|
</item>
|
|
<item id="close_date">
|
|
<rank>160</rank>
|
|
</item>
|
|
<item id="resolution_code">
|
|
<rank>170</rank>
|
|
</item>
|
|
<item id="solution">
|
|
<rank>180</rank>
|
|
</item>
|
|
<item id="user_satisfaction">
|
|
<rank>190</rank>
|
|
</item>
|
|
<item id="user_commment">
|
|
<rank>200</rank>
|
|
</item>
|
|
</items>
|
|
</search>
|
|
<list>
|
|
<items>
|
|
<item id="title">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="org_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="start_date">
|
|
<rank>30</rank>
|
|
</item>
|
|
<item id="status">
|
|
<rank>40</rank>
|
|
</item>
|
|
<item id="service_id">
|
|
<rank>50</rank>
|
|
</item>
|
|
<item id="priority">
|
|
<rank>60</rank>
|
|
</item>
|
|
<item id="workgroup_id">
|
|
<rank>70</rank>
|
|
</item>
|
|
<item id="agent_id">
|
|
<rank>80</rank>
|
|
</item>
|
|
</items>
|
|
</list>
|
|
</presentation>
|
|
</class>
|
|
<class id="lnkTicketToIncident" _delta="define">
|
|
<parent>cmdbAbstractObject</parent>
|
|
<properties>
|
|
<is_link>1</is_link>
|
|
<category>bizmodel,searchable,incidentmgmt,requestmgmt,lnkincident</category>
|
|
<abstract>false</abstract>
|
|
<key_type>autoincrement</key_type>
|
|
<db_table>lnktickettoincident</db_table>
|
|
<db_key_field>id</db_key_field>
|
|
<db_final_class_field/>
|
|
<naming>
|
|
<attributes>
|
|
<attribute id="ticket_id"/>
|
|
</attributes>
|
|
</naming>
|
|
<display_template/>
|
|
<icon/>
|
|
<reconciliation>
|
|
<attributes>
|
|
<attribute id="ticket_id"/>
|
|
<attribute id="incident_id"/>
|
|
</attributes>
|
|
</reconciliation>
|
|
</properties>
|
|
<fields>
|
|
<field id="ticket_id" xsi:type="AttributeExternalKey">
|
|
<sql>ticket_id</sql>
|
|
<target_class>Ticket</target_class>
|
|
<is_null_allowed>false</is_null_allowed>
|
|
<on_target_delete>DEL_AUTO</on_target_delete>
|
|
<jointype/>
|
|
</field>
|
|
<field id="ticket_ref" xsi:type="AttributeExternalField">
|
|
<extkey_attcode>ticket_id</extkey_attcode>
|
|
<target_attcode>ref</target_attcode>
|
|
</field>
|
|
<field id="incident_id" xsi:type="AttributeExternalKey">
|
|
<sql>incident_id</sql>
|
|
<target_class>Incident</target_class>
|
|
<is_null_allowed>false</is_null_allowed>
|
|
<on_target_delete>DEL_AUTO</on_target_delete>
|
|
<jointype/>
|
|
</field>
|
|
<field id="incident_ref" xsi:type="AttributeExternalField">
|
|
<extkey_attcode>incident_id</extkey_attcode>
|
|
<target_attcode>ref</target_attcode>
|
|
</field>
|
|
<field id="reason" xsi:type="AttributeString">
|
|
<sql>reason</sql>
|
|
<default_value/>
|
|
<is_null_allowed>true</is_null_allowed>
|
|
</field>
|
|
</fields>
|
|
<methods/>
|
|
<presentation>
|
|
<details>
|
|
<items>
|
|
<item id="ticket_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="incident_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="reason">
|
|
<rank>30</rank>
|
|
</item>
|
|
</items>
|
|
</details>
|
|
<search>
|
|
<items>
|
|
<item id="ticket_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="incident_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
</items>
|
|
</search>
|
|
<list>
|
|
<items>
|
|
<item id="ticket_id">
|
|
<rank>10</rank>
|
|
</item>
|
|
<item id="incident_id">
|
|
<rank>20</rank>
|
|
</item>
|
|
<item id="reason">
|
|
<rank>30</rank>
|
|
</item>
|
|
</items>
|
|
</list>
|
|
</presentation>
|
|
</class>
|
|
</classes>
|
|
<menus>
|
|
<menu id="IncidentManagement" xsi:type="MenuGroup" _delta="define">
|
|
<rank>40</rank>
|
|
</menu>
|
|
<menu id="Incident:Overview" xsi:type="DashboardMenuNode" _delta="define">
|
|
<rank>0</rank>
|
|
<parent>IncidentManagement</parent>
|
|
<definition>
|
|
<title>UI:IncidentMgmtMenuOverview:Title</title>
|
|
<layout>DashboardLayoutTwoCols</layout>
|
|
<cells>
|
|
<cell id="0">
|
|
<rank>0</rank>
|
|
<dashlets>
|
|
<dashlet id="1" xsi:type="DashletGroupByBars">
|
|
<rank>0</rank>
|
|
<title>UI-IncidentManagementOverview-IncidentByService</title>
|
|
<query>SELECT Incident</query>
|
|
<group_by>service_id</group_by>
|
|
<style>bars</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="1">
|
|
<rank>1</rank>
|
|
<dashlets>
|
|
<dashlet id="2" xsi:type="DashletGroupByPie">
|
|
<rank>0</rank>
|
|
<title>UI-IncidentManagementOverview-IncidentByPriority</title>
|
|
<query>SELECT Incident</query>
|
|
<group_by>priority</group_by>
|
|
<style>pie</style>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
<cell id="2">
|
|
<rank>2</rank>
|
|
<dashlets>
|
|
<dashlet id="3" xsi:type="DashletObjectList">
|
|
<rank>0</rank>
|
|
<title>UI-IncidentManagementOverview-IncidentUnassigned</title>
|
|
<query>SELECT Incident WHERE status IN ("new", "escalated_tto")</query>
|
|
</dashlet>
|
|
</dashlets>
|
|
</cell>
|
|
</cells>
|
|
</definition>
|
|
</menu>
|
|
<menu id="NewIncident" xsi:type="NewObjectMenuNode" _delta="define">
|
|
<rank>1</rank>
|
|
<parent>IncidentManagement</parent>
|
|
<class>Incident</class>
|
|
</menu>
|
|
<menu id="SearchIncidents" xsi:type="SearchMenuNode" _delta="define">
|
|
<rank>2</rank>
|
|
<parent>IncidentManagement</parent>
|
|
<class>Incident</class>
|
|
</menu>
|
|
<menu id="Incident:Shortcuts" xsi:type="TemplateMenuNode" _delta="define">
|
|
<rank>3</rank>
|
|
<parent>IncidentManagement</parent>
|
|
<template_file/>
|
|
</menu>
|
|
<menu id="Incident:MyIncidents" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>1</rank>
|
|
<parent>Incident:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT Incident WHERE agent_id = :current_contact_id AND status NOT IN ("closed", "resolved")]]></oql>
|
|
<do_search/>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
<menu id="Incident:EscalatedIncidents" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>2</rank>
|
|
<parent>Incident:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT Incident WHERE status IN ("escalated_tto", "escalated_ttr")]]></oql>
|
|
<do_search/>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
<menu id="Incident:OpenIncidents" xsi:type="OQLMenuNode" _delta="define">
|
|
<rank>3</rank>
|
|
<parent>Incident:Shortcuts</parent>
|
|
<oql><![CDATA[SELECT Incident WHERE status IN ("new", "assigned", "escalated_tto", "escalated_ttr", "resolved")]]></oql>
|
|
<do_search/>
|
|
<auto_reload>fast</auto_reload>
|
|
</menu>
|
|
</menus>
|
|
</itop_design>
|