mirror of
https://github.com/Combodo/iTop.git
synced 2026-04-25 19:48:49 +02:00
434 lines
19 KiB
XML
434 lines
19 KiB
XML
<?xml version="1.0" encoding="UTF-8"?>
|
|
<classes>
|
|
<class name="Problem" category="bizmodel,searchable,problemmgmt" parent="Ticket" abstract="false" key_type="autoincrement" db_table="ticket_problem" db_key_field="id" db_final_class_field="">
|
|
<properties>
|
|
<comment><![CDATA[/**
|
|
* 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
|
|
*/]]></comment>
|
|
<naming format="%1$s">
|
|
<attributes>
|
|
<attribute name="ref"/>
|
|
</attributes>
|
|
</naming>
|
|
<display_template></display_template>
|
|
<icon>images/problem.png</icon>
|
|
<reconciliation>
|
|
<attributes>
|
|
<attribute name="ref"/>
|
|
</attributes>
|
|
</reconciliation>
|
|
<order>
|
|
<columns>
|
|
<column name="ref" ascending="false"/>
|
|
</columns>
|
|
</order>
|
|
</properties>
|
|
<fields>
|
|
<field name="status" type="Enum" sql="status" default_value="new" is_null_allowed="false">
|
|
<values>
|
|
<value>new</value>
|
|
<value>assigned</value>
|
|
<value>resolved</value>
|
|
<value>closed</value>
|
|
</values>
|
|
</field>
|
|
<field name="org_id" type="ExternalKey" target_class="Organization" jointype="" sql="org_id" is_null_allowed="false" on_target_delete="DEL_AUTO"/>
|
|
<field name="org_name" type="ExternalField" extkey_attcode="org_id" target_attcode="name"/>
|
|
<field name="service_id" type="ExternalKey" target_class="Service" jointype="" filter="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">
|
|
<dependencies>
|
|
<attribute name="org_id"/>
|
|
</dependencies>
|
|
</field>
|
|
<field name="service_name" type="ExternalField" extkey_attcode="service_id" target_attcode="name"/>
|
|
<field name="servicesubcategory_id" type="ExternalKey" target_class="ServiceSubcategory" jointype="" filter="SELECT ServiceSubcategory WHERE service_id = :this->service_id" sql="servicesubcategory_id" is_null_allowed="false" on_target_delete="DEL_MANUAL">
|
|
<dependencies>
|
|
<attribute name="service_id"/>
|
|
</dependencies>
|
|
</field>
|
|
<field name="servicesubcategory_name" type="ExternalField" extkey_attcode="servicesubcategory_id" target_attcode="name"/>
|
|
<field name="product" type="String" sql="product" default_value="" is_null_allowed="true"/>
|
|
<field name="impact" type="Enum" sql="impact" default_value="1" is_null_allowed="false">
|
|
<values>
|
|
<value>1</value>
|
|
<value>2</value>
|
|
<value>3</value>
|
|
</values>
|
|
</field>
|
|
<field name="urgency" type="Enum" sql="urgency" default_value="1" is_null_allowed="false">
|
|
<values>
|
|
<value>1</value>
|
|
<value>2</value>
|
|
<value>3</value>
|
|
</values>
|
|
</field>
|
|
<field name="priority" type="Enum" sql="priority" default_value="1" is_null_allowed="false">
|
|
<values>
|
|
<value>1</value>
|
|
<value>2</value>
|
|
<value>3</value>
|
|
</values>
|
|
</field>
|
|
<field name="workgroup_id" type="ExternalKey" target_class="Team" jointype="" filter="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">
|
|
<dependencies>
|
|
<attribute name="org_id"/>
|
|
<attribute name="service_id"/>
|
|
</dependencies>
|
|
</field>
|
|
<field name="workgroup_name" type="ExternalField" extkey_attcode="workgroup_id" target_attcode="name"/>
|
|
<field name="agent_id" type="ExternalKey" target_class="Person" jointype="" filter="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">
|
|
<dependencies>
|
|
<attribute name="workgroup_id"/>
|
|
</dependencies>
|
|
</field>
|
|
<field name="agent_name" type="ExternalField" extkey_attcode="agent_id" target_attcode="name"/>
|
|
<field name="agent_email" type="ExternalField" extkey_attcode="agent_id" target_attcode="email"/>
|
|
<field name="related_change_id" type="ExternalKey" target_class="Change" jointype="" sql="related_change_id" is_null_allowed="true" on_target_delete="DEL_MANUAL"/>
|
|
<field name="related_change_ref" type="ExternalField" extkey_attcode="related_change_id" target_attcode="ref"/>
|
|
<field name="close_date" type="DateTime" sql="close_date" default_value="" is_null_allowed="true"/>
|
|
<field name="last_update" type="DateTime" sql="last_update" default_value="" is_null_allowed="true"/>
|
|
<field name="assignment_date" type="DateTime" sql="assignment_date" default_value="" is_null_allowed="true"/>
|
|
<field name="resolution_date" type="DateTime" sql="resolution_date" default_value="" is_null_allowed="true"/>
|
|
<field name="knownerrors_list" type="LinkedSet" linked_class="KnownError" ext_key_to_me="problem_id" count_min="0" count_max="0"/>
|
|
</fields>
|
|
<lifecycle attribute="status">
|
|
<stimuli>
|
|
<stimulus name="ev_assign" type="StimulusUserAction"/>
|
|
<stimulus name="ev_reassign" type="StimulusUserAction"/>
|
|
<stimulus name="ev_resolve" type="StimulusUserAction"/>
|
|
<stimulus name="ev_close" type="StimulusUserAction"/>
|
|
</stimuli>
|
|
<states>
|
|
<state name="new">
|
|
<flags>
|
|
<attribute name="ref" read_only="1"/>
|
|
<attribute name="title"/>
|
|
<attribute name="description" must_change="1"/>
|
|
<attribute name="ticket_log" hidden="1"/>
|
|
<attribute name="start_date" read_only="1"/>
|
|
<attribute name="document_list"/>
|
|
<attribute name="ci_list"/>
|
|
<attribute name="contact_list"/>
|
|
<attribute name="incident_list"/>
|
|
<attribute name="status"/>
|
|
<attribute name="org_id" must_change="1"/>
|
|
<attribute name="org_name"/>
|
|
<attribute name="service_id" must_change="1"/>
|
|
<attribute name="service_name"/>
|
|
<attribute name="servicesubcategory_id" must_change="1"/>
|
|
<attribute name="servicesubcategory_name"/>
|
|
<attribute name="product" must_prompt="1"/>
|
|
<attribute name="impact" must_change="1"/>
|
|
<attribute name="urgency" must_change="1"/>
|
|
<attribute name="priority" read_only="1"/>
|
|
<attribute name="workgroup_id" must_change="1"/>
|
|
<attribute name="workgroup_name"/>
|
|
<attribute name="agent_id" hidden="1"/>
|
|
<attribute name="agent_name"/>
|
|
<attribute name="agent_email" hidden="1"/>
|
|
<attribute name="related_change_id" hidden="1"/>
|
|
<attribute name="related_change_ref"/>
|
|
<attribute name="close_date" hidden="1"/>
|
|
<attribute name="last_update" read_only="1"/>
|
|
<attribute name="assignment_date" hidden="1"/>
|
|
<attribute name="resolution_date" hidden="1"/>
|
|
<attribute name="knownerrors_list"/>
|
|
<attribute name="related_change_id_finalclass_recall"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition stimulus="ev_assign" target="assigned">
|
|
<actions>
|
|
<action verb="SetAssignedDate"/>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state name="assigned">
|
|
<flags>
|
|
<attribute name="ref" read_only="1"/>
|
|
<attribute name="title" read_only="1"/>
|
|
<attribute name="description" read_only="1"/>
|
|
<attribute name="ticket_log"/>
|
|
<attribute name="start_date" read_only="1"/>
|
|
<attribute name="document_list"/>
|
|
<attribute name="ci_list"/>
|
|
<attribute name="contact_list"/>
|
|
<attribute name="incident_list"/>
|
|
<attribute name="status"/>
|
|
<attribute name="org_id" read_only="1"/>
|
|
<attribute name="org_name"/>
|
|
<attribute name="service_id"/>
|
|
<attribute name="service_name"/>
|
|
<attribute name="servicesubcategory_id"/>
|
|
<attribute name="servicesubcategory_name"/>
|
|
<attribute name="product"/>
|
|
<attribute name="impact"/>
|
|
<attribute name="urgency"/>
|
|
<attribute name="priority" read_only="1"/>
|
|
<attribute name="workgroup_id" mandatory="1" must_prompt="1"/>
|
|
<attribute name="workgroup_name"/>
|
|
<attribute name="agent_id" mandatory="1" must_prompt="1"/>
|
|
<attribute name="agent_name"/>
|
|
<attribute name="agent_email" read_only="1"/>
|
|
<attribute name="related_change_id"/>
|
|
<attribute name="related_change_ref"/>
|
|
<attribute name="close_date" hidden="1"/>
|
|
<attribute name="last_update" read_only="1"/>
|
|
<attribute name="assignment_date" read_only="1"/>
|
|
<attribute name="resolution_date" hidden="1"/>
|
|
<attribute name="knownerrors_list"/>
|
|
<attribute name="related_change_id_finalclass_recall"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition stimulus="ev_reassign" target="assigned">
|
|
<actions/>
|
|
</transition>
|
|
<transition stimulus="ev_resolve" target="resolved">
|
|
<actions>
|
|
<action verb="SetResolveDate"/>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state name="resolved">
|
|
<flags>
|
|
<attribute name="ref" read_only="1"/>
|
|
<attribute name="title" read_only="1"/>
|
|
<attribute name="description" read_only="1"/>
|
|
<attribute name="ticket_log"/>
|
|
<attribute name="start_date" read_only="1"/>
|
|
<attribute name="document_list"/>
|
|
<attribute name="ci_list"/>
|
|
<attribute name="contact_list"/>
|
|
<attribute name="incident_list"/>
|
|
<attribute name="status"/>
|
|
<attribute name="org_id" read_only="1"/>
|
|
<attribute name="org_name"/>
|
|
<attribute name="service_id" read_only="1"/>
|
|
<attribute name="service_name"/>
|
|
<attribute name="servicesubcategory_id" read_only="1"/>
|
|
<attribute name="servicesubcategory_name"/>
|
|
<attribute name="product" read_only="1"/>
|
|
<attribute name="impact" read_only="1"/>
|
|
<attribute name="urgency" read_only="1"/>
|
|
<attribute name="priority" read_only="1"/>
|
|
<attribute name="workgroup_id" read_only="1"/>
|
|
<attribute name="workgroup_name"/>
|
|
<attribute name="agent_id" read_only="1"/>
|
|
<attribute name="agent_name"/>
|
|
<attribute name="agent_email" read_only="1"/>
|
|
<attribute name="related_change_id"/>
|
|
<attribute name="related_change_ref"/>
|
|
<attribute name="close_date" hidden="1"/>
|
|
<attribute name="last_update" read_only="1"/>
|
|
<attribute name="assignment_date" read_only="1"/>
|
|
<attribute name="resolution_date" hidden="1"/>
|
|
<attribute name="knownerrors_list"/>
|
|
<attribute name="related_change_id_finalclass_recall"/>
|
|
</flags>
|
|
<transitions>
|
|
<transition stimulus="ev_reassign" target="assigned">
|
|
<actions/>
|
|
</transition>
|
|
<transition stimulus="ev_close" target="closed">
|
|
<actions>
|
|
<action verb="SetClosureDate"/>
|
|
</actions>
|
|
</transition>
|
|
</transitions>
|
|
</state>
|
|
<state name="closed">
|
|
<flags>
|
|
<attribute name="ref" read_only="1"/>
|
|
<attribute name="title" read_only="1"/>
|
|
<attribute name="description" read_only="1"/>
|
|
<attribute name="ticket_log" read_only="1"/>
|
|
<attribute name="start_date" read_only="1"/>
|
|
<attribute name="document_list"/>
|
|
<attribute name="ci_list"/>
|
|
<attribute name="contact_list"/>
|
|
<attribute name="incident_list"/>
|
|
<attribute name="status"/>
|
|
<attribute name="org_id" read_only="1"/>
|
|
<attribute name="org_name"/>
|
|
<attribute name="service_id" read_only="1"/>
|
|
<attribute name="service_name"/>
|
|
<attribute name="servicesubcategory_id" read_only="1"/>
|
|
<attribute name="servicesubcategory_name"/>
|
|
<attribute name="product" read_only="1"/>
|
|
<attribute name="impact" read_only="1"/>
|
|
<attribute name="urgency" read_only="1"/>
|
|
<attribute name="priority" read_only="1"/>
|
|
<attribute name="workgroup_id" read_only="1"/>
|
|
<attribute name="workgroup_name"/>
|
|
<attribute name="agent_id" read_only="1"/>
|
|
<attribute name="agent_name"/>
|
|
<attribute name="agent_email" read_only="1"/>
|
|
<attribute name="related_change_id"/>
|
|
<attribute name="related_change_ref"/>
|
|
<attribute name="close_date" read_only="1"/>
|
|
<attribute name="last_update" read_only="1"/>
|
|
<attribute name="assignment_date" read_only="1"/>
|
|
<attribute name="resolution_date" hidden="1"/>
|
|
<attribute name="knownerrors_list"/>
|
|
<attribute name="related_change_id_finalclass_recall"/>
|
|
</flags>
|
|
<transitions/>
|
|
</state>
|
|
</states>
|
|
</lifecycle>
|
|
<methods>
|
|
<method name="SetAssignedDate" static="false" access="public" type="LifecycleAction"><![CDATA[ public function SetAssignedDate($sStimulusCode)
|
|
{
|
|
$this->Set('assignment_date', time());
|
|
return true;
|
|
}]]></method>
|
|
<method name="SetResolveDate" static="false" access="public" type="LifecycleAction"><![CDATA[ public function SetResolveDate($sStimulusCode)
|
|
{
|
|
$this->Set('resolution_date', time());
|
|
return true;
|
|
}]]></method>
|
|
<method name="SetClosureDate" static="false" access="public" type="LifecycleAction"><![CDATA[ public function SetClosureDate($sStimulusCode)
|
|
{
|
|
$this->Set('close_date', time());
|
|
return true;
|
|
}]]></method>
|
|
<method name="ComputePriority" static="false" access="public" type="LifecycleAction"><comment><![CDATA[/** Compute the priority of the ticket based on its impact and urgency
|
|
* @return integer The priority of the ticket 1(high) .. 3(low)
|
|
*/]]></comment><![CDATA[ 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;
|
|
}]]></method>
|
|
<method name="ComputeValues" static="false" access="public" type="Overload-DBObject"><![CDATA[ public function ComputeValues()
|
|
{
|
|
// Compute the priority of the ticket
|
|
$this->Set('priority', $this->ComputePriority());
|
|
|
|
$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('P-%06d', $iKey);
|
|
$this->Set('ref', $sName);
|
|
}
|
|
}]]></method>
|
|
</methods>
|
|
<presentation>
|
|
<details>
|
|
<items>
|
|
<item>document_list</item>
|
|
<item>ci_list</item>
|
|
<item>contact_list</item>
|
|
<item>incident_list</item>
|
|
<item key="col:col1">
|
|
<items>
|
|
<item key="fieldset:Ticket:baseinfo">
|
|
<items>
|
|
<item>ref</item>
|
|
<item>title</item>
|
|
<item>org_id</item>
|
|
<item>status</item>
|
|
<item>priority</item>
|
|
<item>service_id</item>
|
|
<item>servicesubcategory_id</item>
|
|
<item>product</item>
|
|
</items>
|
|
</item>
|
|
<item key="fieldset:Ticket:moreinfo">
|
|
<items>
|
|
<item>impact</item>
|
|
<item>urgency</item>
|
|
<item>description</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
<item key="col:col2">
|
|
<items>
|
|
<item key="fieldset:Ticket:date">
|
|
<items>
|
|
<item>start_date</item>
|
|
<item>last_update</item>
|
|
<item>assignment_date</item>
|
|
<item>close_date</item>
|
|
</items>
|
|
</item>
|
|
<item key="fieldset:Ticket:contact">
|
|
<items>
|
|
<item>workgroup_id</item>
|
|
<item>agent_id</item>
|
|
</items>
|
|
</item>
|
|
<item key="fieldset:Ticket:relation">
|
|
<items>
|
|
<item>related_change_id</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</item>
|
|
</items>
|
|
</details>
|
|
<search>
|
|
<items>
|
|
<item>ref</item>
|
|
<item>title</item>
|
|
<item>org_id</item>
|
|
<item>start_date</item>
|
|
<item>status</item>
|
|
<item>service_id</item>
|
|
<item>servicesubcategory_id</item>
|
|
<item>product</item>
|
|
<item>impact</item>
|
|
<item>urgency</item>
|
|
<item>priority</item>
|
|
<item>workgroup_id</item>
|
|
<item>agent_id</item>
|
|
<item>agent_email</item>
|
|
<item>close_date</item>
|
|
</items>
|
|
</search>
|
|
<list>
|
|
<items>
|
|
<item>title</item>
|
|
<item>org_id</item>
|
|
<item>start_date</item>
|
|
<item>status</item>
|
|
<item>service_id</item>
|
|
<item>priority</item>
|
|
</items>
|
|
</list>
|
|
</presentation>
|
|
</class>
|
|
</classes>
|