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iTop/datamodels/2.x/itop-request-mgmt-itil/datamodel.itop-request-mgmt-itil.xml

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<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.0">
<constants>
<constant id="PORTAL_POWER_USER_PROFILE" xsi:type="string" _delta="define"><![CDATA[Portal power user]]></constant>
<constant id="PORTAL_SERVICECATEGORY_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id WHERE cc.org_id = :org_id AND s.status != 'obsolete']]></constant>
<constant id="PORTAL_SERVICE_SUBCATEGORY_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT ServiceSubcategory WHERE service_id = :svc_id AND ServiceSubcategory.status != "obsolete"]]></constant>
<constant id="PORTAL_VALIDATE_SERVICECATEGORY_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id WHERE cc.org_id = :org_id AND s.id = :id AND s.status != 'obsolete']]></constant>
<constant id="PORTAL_VALIDATE_SERVICESUBCATEGORY_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT ServiceSubcategory AS Sub JOIN Service AS Svc ON Sub.service_id = Svc.id WHERE Sub.id=:id AND Sub.status != 'obsolete']]></constant>
<constant id="PORTAL_ALL_PARAMS" xsi:type="string" _delta="define"><![CDATA[from_service_id,org_id,caller_id,service_id,servicesubcategory_id,title,description,impact,emergency,moreinfo,caller_id,start_date,end_date,duration,impact_duration]]></constant>
<constant id="PORTAL_SET_TYPE_FROM" xsi:type="string" _delta="define"><![CDATA[request_type]]></constant>
<constant id="PORTAL_TYPE_TO_CLASS" xsi:type="string" _delta="define"><![CDATA[{"service_request":"UserRequest","incident":"Incident"}]]></constant>
<constant id="PORTAL_TICKETS_SEARCH_CRITERIA" xsi:type="string" _delta="define"><![CDATA[ref,start_date,close_date,service_id,caller_id]]></constant>
<constant id="PORTAL_USERREQUEST_PUBLIC_LOG" xsi:type="string" _delta="define"><![CDATA[public_log]]></constant>
<constant id="PORTAL_USERREQUEST_USER_COMMENT" xsi:type="string" _delta="define"><![CDATA[user_comment]]></constant>
<constant id="PORTAL_USERREQUEST_FORM_ATTRIBUTES" xsi:type="string" _delta="define"><![CDATA[title,description,impact,urgency]]></constant>
<constant id="PORTAL_USERREQUEST_TYPE" xsi:type="string" _delta="define"><![CDATA[]]></constant>
<constant id="PORTAL_USERREQUEST_LIST_ZLIST" xsi:type="string" _delta="define"><![CDATA[finalclass,title,start_date,status,servicesubcategory_id,priority,caller_id]]></constant>
<constant id="PORTAL_USERREQUEST_CLOSED_ZLIST" xsi:type="string" _delta="define"><![CDATA[title,start_date,close_date,servicesubcategory_id]]></constant>
<constant id="PORTAL_USERREQUEST_DETAILS_ZLIST" xsi:type="string" _delta="define"><![CDATA[{"col:left":["ref","caller_id","servicesubcategory_id","title","description","solution"],"col:right":["status","priority","start_date","resolution_date","last_update","agent_id"]}]]></constant>
<constant id="PORTAL_INCIDENT_PUBLIC_LOG" xsi:type="string" _delta="define"><![CDATA[public_log]]></constant>
<constant id="PORTAL_INCIDENT_USER_COMMENT" xsi:type="string" _delta="define"><![CDATA[user_comment]]></constant>
<constant id="PORTAL_INCIDENT_FORM_ATTRIBUTES" xsi:type="string" _delta="define"><![CDATA[title,description,impact,urgency]]></constant>
<constant id="PORTAL_INCIDENT_TYPE" xsi:type="string" _delta="define"><![CDATA[]]></constant>
<constant id="PORTAL_INCIDENT_LIST_ZLIST" xsi:type="string" _delta="define"><![CDATA[finalclass,title,start_date,status,servicesubcategory_id,priority,caller_id]]></constant>
<constant id="PORTAL_INCIDENT_CLOSED_ZLIST" xsi:type="string" _delta="define"><![CDATA[title,start_date,close_date,servicesubcategory_id]]></constant>
<constant id="PORTAL_INCIDENT_DETAILS_ZLIST" xsi:type="string" _delta="define"><![CDATA[{"col:left":["ref","caller_id","servicesubcategory_id","title","description","solution"],"col:right":["status","priority","start_date","resolution_date","last_update","agent_id"]}]]></constant>
</constants>
<classes>
<class id="UserRequest" _delta="define">
<parent>Ticket</parent>
<properties>
<comment><![CDATA[/**
* Persistent classes for a CMDB
*
* @copyright Copyright (C) 2010-2012 Combodo SARL
* @license http://opensource.org/licenses/AGPL-3.0
*/]]></comment>
<category>bizmodel,searchable,requestmgmt</category>
<abstract>false</abstract>
<key_type>autoincrement</key_type>
<db_table>ticket_request</db_table>
<db_key_field>id</db_key_field>
<db_final_class_field/>
<naming>
<format>%1$s</format>
<attributes>
<attribute id="ref"/>
</attributes>
</naming>
<display_template/>
<icon>images/user-request.png</icon>
<reconciliation>
<attributes>
<attribute id="ref"/>
</attributes>
</reconciliation>
<order>
<columns>
<column id="ref" ascending="false"/>
</columns>
</order>
</properties>
<fields>
<field id="status" xsi:type="AttributeEnum">
<always_load_in_tables>true</always_load_in_tables>
<values>
<value>new</value>
<value>waiting_for_approval</value>
<value>approved</value>
<value>rejected</value>
<value>assigned</value>
<value>pending</value>
<value>escalated_tto</value>
<value>escalated_ttr</value>
<value>resolved</value>
<value>closed</value>
</values>
<sql>status</sql>
<default_value>new</default_value>
<is_null_allowed>false</is_null_allowed>
</field>
<field id="request_type" xsi:type="AttributeEnum">
<values>
<value>service_request</value>
</values>
<sql>request_type</sql>
<default_value>service_request</default_value>
<is_null_allowed>true</is_null_allowed>
<display_style>list</display_style>
</field>
<field id="impact" xsi:type="AttributeEnum">
<values>
<value>1</value>
<value>2</value>
<value>3</value>
</values>
<sql>impact</sql>
<default_value>1</default_value>
<is_null_allowed>false</is_null_allowed>
<display_style>list</display_style>
</field>
<field id="priority" xsi:type="AttributeEnum">
<values>
<value>1</value>
<value>2</value>
<value>3</value>
<value>4</value>
</values>
<sql>priority</sql>
<default_value>4</default_value>
<is_null_allowed>false</is_null_allowed>
</field>
<field id="urgency" xsi:type="AttributeEnum">
<values>
<value>1</value>
<value>2</value>
<value>3</value>
<value>4</value>
</values>
<sql>urgency</sql>
<default_value>4</default_value>
<is_null_allowed>false</is_null_allowed>
</field>
<field id="origin" xsi:type="AttributeEnum">
<values>
<value>mail</value>
<value>phone</value>
<value>portal</value>
</values>
<sql>origin</sql>
<default_value>phone</default_value>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="approver_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT Person WHERE org_id= :this->org_id]]></filter>
<dependencies>
<attribute id="org_id"/>
</dependencies>
<sql>approver_id</sql>
<target_class>Person</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="approver_email" xsi:type="AttributeExternalField">
<extkey_attcode>approver_id</extkey_attcode>
<target_attcode>email</target_attcode>
</field>
<field id="service_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id WHERE cc.org_id = :this->org_id AND s.status != 'obsolete']]></filter>
<dependencies>
<attribute id="org_id"/>
</dependencies>
<sql>service_id</sql>
<target_class>Service</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="service_name" xsi:type="AttributeExternalField">
<extkey_attcode>service_id</extkey_attcode>
<target_attcode>name</target_attcode>
</field>
<field id="servicesubcategory_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT ServiceSubcategory WHERE service_id = :this->service_id AND request_type = :this->request_type AND status != 'obsolete']]></filter>
<dependencies>
<attribute id="service_id"/>
<attribute id="request_type"/>
</dependencies>
<sql>servicesubcategory_id</sql>
<target_class>ServiceSubcategory</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
<jointype/>
</field>
<field id="servicesubcategory_name" xsi:type="AttributeExternalField">
<extkey_attcode>servicesubcategory_id</extkey_attcode>
<target_attcode>name</target_attcode>
</field>
<field id="escalation_flag" xsi:type="AttributeEnum">
<values>
<value>yes</value>
<value>no</value>
</values>
<sql>escalation_flag</sql>
<default_value>no</default_value>
<is_null_allowed>true</is_null_allowed>
<display_style>list</display_style>
</field>
<field id="escalation_reason" xsi:type="AttributeString">
<sql>escalation_reason</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="assignment_date" xsi:type="AttributeDateTime">
<sql>assignment_date</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="resolution_date" xsi:type="AttributeDateTime">
<sql>resolution_date</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="last_pending_date" xsi:type="AttributeDateTime">
<sql>last_pending_date</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="cumulatedpending" xsi:type="AttributeStopWatch">
<states>
<state id="pending"/>
</states>
<working_time/>
<thresholds/>
<goal/>
</field>
<field id="tto" xsi:type="AttributeStopWatch">
<always_load_in_tables>true</always_load_in_tables>
<states>
<state id="new"/>
<state id="escalated_tto"/>
</states>
<working_time/>
<goal>ResponseTicketTTO</goal>
<thresholds>
<threshold>
<percent>75</percent>
<actions>
</actions>
</threshold>
<threshold>
<percent>100</percent>
<actions>
<action>
<verb>ApplyStimulus</verb>
<params>
<param>ev_timeout</param>
</params>
</action>
</actions>
</threshold>
</thresholds>
</field>
<field id="ttr" xsi:type="AttributeStopWatch">
<always_load_in_tables>true</always_load_in_tables>
<states>
<state id="new"/>
<state id="escalated_tto"/>
<state id="assigned"/>
<state id="approved"/>
<state id="escalated_ttr"/>
</states>
<working_time/>
<goal>ResponseTicketTTR</goal>
<thresholds>
<threshold>
<percent>75</percent>
<actions>
</actions>
</threshold>
<threshold>
<percent>100</percent>
<actions>
<action>
<verb>ApplyStimulus</verb>
<params>
<param>ev_timeout</param>
</params>
</action>
</actions>
</threshold>
</thresholds>
</field>
<field id="tto_escalation_deadline" xsi:type="AttributeSubItem">
<target_attcode>tto</target_attcode>
<item_code>100_deadline</item_code>
</field>
<field id="sla_tto_passed" xsi:type="AttributeSubItem">
<target_attcode>tto</target_attcode>
<item_code>100_passed</item_code>
</field>
<field id="sla_tto_over" xsi:type="AttributeSubItem">
<target_attcode>tto</target_attcode>
<item_code>100_overrun</item_code>
</field>
<field id="ttr_escalation_deadline" xsi:type="AttributeSubItem">
<target_attcode>ttr</target_attcode>
<item_code>100_deadline</item_code>
</field>
<field id="sla_ttr_passed" xsi:type="AttributeSubItem">
<target_attcode>ttr</target_attcode>
<item_code>100_passed</item_code>
</field>
<field id="sla_ttr_over" xsi:type="AttributeSubItem">
<target_attcode>ttr</target_attcode>
<item_code>100_overrun</item_code>
</field>
<field id="time_spent" xsi:type="AttributeDuration">
<sql>time_spent</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="resolution_code" xsi:type="AttributeEnum">
<values>
<value>assistance</value>
<value>other</value>
<value>software patch</value>
<value>training</value>
<value>hardware repair</value>
<value>system update</value>
<value>bug fixed</value>
</values>
<sql>resolution_code</sql>
<default_value>assistance</default_value>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="solution" xsi:type="AttributeText">
<sql>solution</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="pending_reason" xsi:type="AttributeText">
<sql>pending_reason</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="parent_request_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT UserRequest WHERE id != :this->id AND status NOT IN ('rejected','resolved','closed')]]></filter>
<dependencies>
</dependencies>
<sql>parent_request_id</sql>
<target_class>UserRequest</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="parent_request_ref" xsi:type="AttributeExternalField">
<extkey_attcode>parent_request_id</extkey_attcode>
<target_attcode>ref</target_attcode>
</field>
<field id="parent_incident_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT Incident WHERE status != "closed"]]></filter>
<sql>parent_incident_id</sql>
<target_class>Incident</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="parent_incident_ref" xsi:type="AttributeExternalField">
<extkey_attcode>parent_incident_id</extkey_attcode>
<target_attcode>ref</target_attcode>
</field>
<field id="parent_problem_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT Problem WHERE status != "closed"]]></filter>
<sql>parent_problem_id</sql>
<target_class>Problem</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="parent_problem_ref" xsi:type="AttributeExternalField">
<extkey_attcode>parent_problem_id</extkey_attcode>
<target_attcode>ref</target_attcode>
</field>
<field id="parent_change_id" xsi:type="AttributeExternalKey">
<filter><![CDATA[SELECT Change WHERE status != "closed"]]></filter>
<sql>parent_change_id</sql>
<target_class>Change</target_class>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="parent_change_ref" xsi:type="AttributeExternalField">
<extkey_attcode>parent_change_id</extkey_attcode>
<target_attcode>ref</target_attcode>
</field>
<field id="related_request_list" xsi:type="AttributeLinkedSet">
<linked_class>UserRequest</linked_class>
<ext_key_to_me>parent_request_id</ext_key_to_me>
<edit_mode>none</edit_mode>
<count_min>0</count_min>
<count_max>0</count_max>
</field>
<field id="public_log" xsi:type="AttributeCaseLog">
<sql>public_log</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="user_satisfaction" xsi:type="AttributeEnum">
<values>
<value>1</value>
<value>2</value>
<value>3</value>
<value>4</value>
</values>
<sql>user_satisfaction</sql>
<default_value>1</default_value>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="user_comment" xsi:type="AttributeText">
<sql>user_commment</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
</fields>
<lifecycle>
<attribute>status</attribute>
<stimuli>
<stimulus id="ev_assign" xsi:type="StimulusUserAction"/>
<stimulus id="ev_reassign" xsi:type="StimulusUserAction"/>
<stimulus id="ev_approve" xsi:type="StimulusUserAction"/>
<stimulus id="ev_reject" xsi:type="StimulusUserAction"/>
<stimulus id="ev_pending" xsi:type="StimulusUserAction"/>
<stimulus id="ev_timeout" xsi:type="StimulusInternal"/>
<stimulus id="ev_autoresolve" xsi:type="StimulusInternal"/>
<stimulus id="ev_autoclose" xsi:type="StimulusInternal"/>
<stimulus id="ev_resolve" xsi:type="StimulusUserAction"/>
<stimulus id="ev_close" xsi:type="StimulusUserAction"/>
<stimulus id="ev_reopen" xsi:type="StimulusUserAction"/>
<stimulus id="ev_wait_for_approval" xsi:type="StimulusUserAction"/>
</stimuli>
<states>
<state id="new">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="caller_id">
<mandatory/>
</attribute>
<attribute id="team_id">
<hidden/>
</attribute>
<attribute id="agent_id">
<hidden/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="approver_id">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="escalation_flag">
<hidden/>
</attribute>
<attribute id="escalation_reason">
<hidden/>
</attribute>
<attribute id="assignment_date">
<hidden/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<read_only/>
</attribute>
<attribute id="sla_tto_passed">
<hidden/>
</attribute>
<attribute id="sla_tto_over">
<hidden/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_assign</stimulus>
<target>assigned</target>
<actions>
<action>
<verb>SetAssignedDate</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_timeout</stimulus>
<target>escalated_tto</target>
<actions/>
</transition>
<transition>
<stimulus>ev_wait_for_approval</stimulus>
<target>waiting_for_approval</target>
<actions/>
</transition>
<transition>
<stimulus>ev_autoresolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="escalated_tto">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="caller_id">
<mandatory/>
</attribute>
<attribute id="agent_id">
<hidden/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="approver_id">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="escalation_flag">
<hidden/>
</attribute>
<attribute id="escalation_reason">
<hidden/>
</attribute>
<attribute id="assignment_date">
<hidden/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<read_only/>
</attribute>
<attribute id="sla_tto_passed">
<hidden/>
</attribute>
<attribute id="sla_tto_over">
<hidden/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_assign</stimulus>
<target>assigned</target>
<actions>
<action>
<verb>SetAssignedDate</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="assigned">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="team_id">
<mandatory/>
<must_prompt/>
</attribute>
<attribute id="agent_id">
<mandatory/>
<must_prompt/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="approver_id">
<read_only/>
</attribute>
<attribute id="assignment_date">
<read_only/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_tto_passed">
<read_only/>
</attribute>
<attribute id="sla_tto_over">
<read_only/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<read_only/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_pending</stimulus>
<target>pending</target>
<actions>
<action>
<verb>SetLastPendingDate</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_resolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_reassign</stimulus>
<target>assigned</target>
<actions/>
</transition>
<transition>
<stimulus>ev_timeout</stimulus>
<target>escalated_ttr</target>
<actions/>
</transition>
<transition>
<stimulus>ev_autoresolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="escalated_ttr">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="team_id">
<mandatory/>
</attribute>
<attribute id="agent_id">
<mandatory/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="approver_id">
<read_only/>
</attribute>
<attribute id="assignment_date">
<read_only/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_tto_passed">
<read_only/>
</attribute>
<attribute id="sla_tto_over">
<read_only/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<read_only/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_pending</stimulus>
<target>pending</target>
<actions>
<action>
<verb>SetLastPendingDate</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_resolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_reassign</stimulus>
<target>assigned</target>
<actions/>
</transition>
<transition>
<stimulus>ev_autoresolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="waiting_for_approval">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="caller_id">
<mandatory/>
</attribute>
<attribute id="agent_id">
<hidden/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="approver_id">
<must_prompt/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="escalation_flag">
<hidden/>
</attribute>
<attribute id="escalation_reason">
<hidden/>
</attribute>
<attribute id="assignment_date">
<hidden/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<read_only/>
</attribute>
<attribute id="sla_tto_passed">
<hidden/>
</attribute>
<attribute id="sla_tto_over">
<hidden/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_approve</stimulus>
<target>approved</target>
<actions/>
</transition>
<transition>
<stimulus>ev_reject</stimulus>
<target>rejected</target>
<actions/>
</transition>
</transitions>
</state>
<state id="approved">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="caller_id">
<mandatory/>
</attribute>
<attribute id="agent_id">
<hidden/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="approver_id">
<read_only/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="escalation_flag">
<hidden/>
</attribute>
<attribute id="escalation_reason">
<hidden/>
</attribute>
<attribute id="assignment_date">
<hidden/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<read_only/>
</attribute>
<attribute id="sla_tto_passed">
<hidden/>
</attribute>
<attribute id="sla_tto_over">
<hidden/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_timeout</stimulus>
<target>escalated_tto</target>
<actions/>
</transition>
<transition>
<stimulus>ev_assign</stimulus>
<target>assigned</target>
<actions>
<action>
<verb>SetAssignedDate</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_autoresolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="rejected">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="caller_id">
<mandatory/>
</attribute>
<attribute id="agent_id">
<hidden/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="approver_id">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="escalation_flag">
<hidden/>
</attribute>
<attribute id="escalation_reason">
<hidden/>
</attribute>
<attribute id="assignment_date">
<hidden/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<hidden/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_tto_passed">
<hidden/>
</attribute>
<attribute id="sla_tto_over">
<hidden/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_reopen</stimulus>
<target>new</target>
<actions/>
</transition>
</transitions>
</state>
<state id="pending">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<mandatory/>
</attribute>
<attribute id="team_id">
<mandatory/>
</attribute>
<attribute id="agent_id">
<mandatory/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="approver_id">
<read_only/>
</attribute>
<attribute id="assignment_date">
<read_only/>
</attribute>
<attribute id="resolution_date">
<hidden/>
</attribute>
<attribute id="last_pending_date">
<read_only/>
</attribute>
<attribute id="time_spent">
<hidden/>
</attribute>
<attribute id="resolution_code">
<hidden/>
</attribute>
<attribute id="solution">
<hidden/>
</attribute>
<attribute id="pending_reason">
<mandatory/>
<must_prompt/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="tto_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_tto_passed">
<read_only/>
</attribute>
<attribute id="sla_tto_over">
<read_only/>
</attribute>
<attribute id="sla_ttr_passed">
<hidden/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<hidden/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_assign</stimulus>
<target>assigned</target>
<actions>
</actions>
</transition>
<transition>
<stimulus>ev_autoresolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="resolved">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<read_only/>
</attribute>
<attribute id="caller_id">
<read_only/>
</attribute>
<attribute id="origin">
<read_only/>
</attribute>
<attribute id="team_id">
<read_only/>
</attribute>
<attribute id="agent_id">
<read_only/>
</attribute>
<attribute id="impact">
<read_only/>
</attribute>
<attribute id="urgency">
<read_only/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="close_date">
<hidden/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="approver_id">
<read_only/>
</attribute>
<attribute id="service_id">
<mandatory/>
<must_prompt/>
</attribute>
<attribute id="servicesubcategory_id">
<must_prompt/>
</attribute>
<attribute id="escalation_flag">
<read_only/>
</attribute>
<attribute id="escalation_reason">
<read_only/>
</attribute>
<attribute id="assignment_date">
<read_only/>
</attribute>
<attribute id="resolution_date">
<read_only/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<read_only/>
</attribute>
<attribute id="resolution_code">
<mandatory/>
<must_prompt/>
</attribute>
<attribute id="solution">
<mandatory/>
<must_prompt/>
</attribute>
<attribute id="pending_reason">
<read_only/>
</attribute>
<attribute id="user_satisfaction">
<hidden/>
</attribute>
<attribute id="user_comment">
<hidden/>
</attribute>
<attribute id="parent_request_id">
<read_only/>
</attribute>
<attribute id="parent_change_id">
<read_only/>
</attribute>
<attribute id="parent_problem_id">
<read_only/>
</attribute>
<attribute id="title">
<read_only/>
</attribute>
<attribute id="description">
<read_only/>
</attribute>
<attribute id="tto_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_tto_passed">
<read_only/>
</attribute>
<attribute id="sla_tto_over">
<read_only/>
</attribute>
<attribute id="sla_ttr_passed">
<read_only/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<read_only/>
</attribute>
</flags>
<transitions>
<transition>
<stimulus>ev_close</stimulus>
<target>closed</target>
<actions>
<action>
<verb>SetClosureDate</verb>
</action>
</actions>
</transition>
<transition>
<stimulus>ev_reopen</stimulus>
<target>assigned</target>
<actions>
</actions>
</transition>
<transition>
<stimulus>ev_autoresolve</stimulus>
<target>resolved</target>
<actions>
<action>
<verb>SetResolveDate</verb>
</action>
<action>
<verb>resolveChilds</verb>
</action>
</actions>
</transition>
</transitions>
</state>
<state id="closed">
<flags>
<attribute id="ref">
<read_only/>
</attribute>
<attribute id="org_id">
<read_only/>
</attribute>
<attribute id="caller_id">
<read_only/>
</attribute>
<attribute id="origin">
<read_only/>
</attribute>
<attribute id="team_id">
<read_only/>
</attribute>
<attribute id="agent_id">
<read_only/>
</attribute>
<attribute id="start_date">
<read_only/>
</attribute>
<attribute id="last_update">
<read_only/>
</attribute>
<attribute id="private_log">
<read_only/>
</attribute>
<attribute id="request_type">
<read_only/>
</attribute>
<attribute id="impact">
<read_only/>
</attribute>
<attribute id="urgency">
<read_only/>
</attribute>
<attribute id="priority">
<read_only/>
</attribute>
<attribute id="approver_id">
<read_only/>
</attribute>
<attribute id="service_id">
<read_only/>
</attribute>
<attribute id="servicesubcategory_id">
<read_only/>
</attribute>
<attribute id="escalation_flag">
<read_only/>
</attribute>
<attribute id="escalation_reason">
<read_only/>
</attribute>
<attribute id="assignment_date">
<read_only/>
</attribute>
<attribute id="resolution_date">
<read_only/>
</attribute>
<attribute id="close_date">
<read_only/>
</attribute>
<attribute id="last_pending_date">
<hidden/>
</attribute>
<attribute id="time_spent">
<read_only/>
</attribute>
<attribute id="resolution_code">
<read_only/>
</attribute>
<attribute id="solution">
<read_only/>
</attribute>
<attribute id="pending_reason">
<read_only/>
</attribute>
<attribute id="public_log">
<read_only/>
</attribute>
<attribute id="user_satisfaction">
<must_prompt/>
</attribute>
<attribute id="user_comment">
<must_prompt/>
</attribute>
<attribute id="pending_reason">
<read_only/>
</attribute>
<attribute id="parent_request_id">
<read_only/>
</attribute>
<attribute id="parent_change_id">
<read_only/>
</attribute>
<attribute id="parent_problem_id">
<read_only/>
</attribute>
<attribute id="title">
<read_only/>
</attribute>
<attribute id="description">
<read_only/>
</attribute>
<attribute id="tto_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_tto_passed">
<read_only/>
</attribute>
<attribute id="sla_tto_over">
<read_only/>
</attribute>
<attribute id="sla_ttr_passed">
<read_only/>
</attribute>
<attribute id="ttr_escalation_deadline">
<hidden/>
</attribute>
<attribute id="sla_ttr_over">
<read_only/>
</attribute>
<attribute id="functionalcis_list">
<read_only/>
</attribute>
<attribute id="contacts_list">
<read_only/>
</attribute>
</flags>
<transitions/>
</state>
</states>
</lifecycle>
<methods>
<method id="SetAssignedDate">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function SetAssignedDate($sStimulusCode)
{
$this->Set('assignment_date', time());
return true;
}]]></code>
</method>
<method id="SetLastPendingDate">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function SetLastPendingDate($sStimulusCode)
{
$this->Set('last_pending_date', time());
return true;
}]]></code>
</method>
<method id="SetResolveDate">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function SetResolveDate($sStimulusCode)
{
$this->Set('resolution_date', time());
$iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
$this->Set('time_spent', $iTimeSpent);
return true;
}]]></code>
</method>
<method id="SetClosureDate">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function SetClosureDate($sStimulusCode)
{
$this->Set('close_date', time());
return true;
}]]></code>
</method>
<method id="SetApprover">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function SetApprover($sStimulusCode)
{
$this->Set('approver_id', UserRights::GetUserId());
return true;
}]]></code>
</method>
<method id="DoCheckToWrite">
<static>false</static>
<access>public</access>
<type>Overload-DBObject</type>
<code><![CDATA[public function DoCheckToWrite()
{
parent::DoCheckToWrite();
if (!$this->IsNew() && ($this->Get('parent_request_id') == $this->GetKey()))
{
$this->m_aCheckIssues[] = Dict::Format('Class:UserRequest/Error:CannotAssignParentRequestIdToSelf');
}
}]]></code>
</method>
<method id="ComputePriority">
<comment>/** Compute the priority of the ticket based on its impact and urgency&#13;
* @return integer The priority of the ticket 1(high) .. 3(low)&#13;
*/</comment>
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function ComputePriority()
{
// priority[impact][urgency]
$aPriorities = array(
// single person
1 => array(
1 => 1,
2 => 1,
3 => 2,
4 => 4,
),
// a group
2 => array(
1 => 1,
2 => 2,
3 => 3,
4 => 4,
),
// a departement!
3 => array(
1 => 2,
2 => 3,
3 => 3,
4 => 4,
),
);
$iPriority = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')];
return $iPriority;
}]]></code>
</method>
<method id="ComputeValues">
<static>false</static>
<access>public</access>
<type>Overload-DBObject</type>
<code><![CDATA[ public function ComputeValues()
{
// Compute the priority of the ticket
$this->Set('priority', $this->ComputePriority());
if ($this->IsNew())
{
// Object not yet in the Database
$iKey = MetaModel::GetNextKey(get_class($this));
$sName = sprintf('R-%06d', $iKey);
$this->Set('ref', $sName);
}
return parent::ComputeValues();
}]]></code>
</method>
<method id="DisplayBareRelations">
<static>false</static>
<access>public</access>
<type>Overload-cmdbAbstractObject</type>
<code><![CDATA[ function DisplayBareRelations(WebPage $oPage, $bEditMode = false)
{
parent::DisplayBareRelations($oPage, $bEditMode);
if (!$bEditMode)
{
if (MetaModel::IsValidClass('KnownError'))
{
//Search for known errors
$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList'));
$iTicketID = $this->GetKey();;
$oKnownErrorSet = new CMDBObjectSet(DBObjectSearch::FromOQL("SELECT KnownError AS ke JOIN lnkErrorToFunctionalCI AS l1 ON l1.error_id=ke.id JOIN FunctionalCI AS ci ON l1.functionalci_id=ci.id JOIN lnkFunctionalCIToTicket AS l2 ON l2.functionalci_id=ci.id WHERE l2.ticket_id=$iTicketID"));
$iNumberKE=$oKnownErrorSet->count();
if ($iNumberKE > 0)
{
$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList')." ($iNumberKE)");
}
else
{
$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList'));
}
self::DisplaySet($oPage, $oKnownErrorSet, array ('menu' => false));
}
}
}]]></code>
</method>
<method id="GetIcon">
<comment>/**&#13;
* Get the icon representing this object&#13;
* @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined)&#13;
* @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file&#13;
*/</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('user-request-escalated.png');
break;
case 'resolved':
case 'closed':
$sIcon = self::MakeIconFromName('user-request-closed.png');
break;
case 'new':
case 'approved':
$sIcon = self::MakeIconFromName('user-request.png');
$iEscalationDeadline = $this->Get('tto_escalation_deadline');
if ($iEscalationDeadline != null)
{
// A SLA is running
$oTTOStopWatch = $this->Get('tto');
if ($oTTOStopWatch->IsThresholdPassed(100))
{
$sIcon = self::MakeIconFromName('user-request-escalated.png');
}
else if ($oTTOStopWatch->IsThresholdPassed(75))
{
$sIcon = self::MakeIconFromName('user-request-deadline.png');
}
}
break;
case 'assigned':
$sIcon = self::MakeIconFromName('user-request.png');
$iEscalationDeadline = $this->Get('ttr_escalation_deadline');
if ($iEscalationDeadline != null)
{
// A SLA is running
$oTTRStopWatch = $this->Get('ttr');
if ($oTTRStopWatch->IsThresholdPassed(100))
{
$sIcon = self::MakeIconFromName('user-request-escalated.png');
}
else if ($oTTRStopWatch->IsThresholdPassed(75))
{
$sIcon = self::MakeIconFromName('user-request-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 != '')
{
$sPath = '../env-'.utils::GetCurrentEnvironment().'/itop-request-mgmt-itil/images/'.$sIconName;
if ($bImgTag)
{
$sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
}
else
{
$sIcon = $sPath;
}
}
return $sIcon;
}]]></code>
</method>
<method id="GetHilightClass">
<static>false</static>
<access>public</access>
<type>Overload-iDisplay</type>
<code><![CDATA[ public function GetHilightClass()
{
$sHilightClass = '';
switch($this->GetState())
{
case 'new':
case 'approved':
$iEscalationDeadline = $this->Get('tto_escalation_deadline');
if ($iEscalationDeadline != null)
{
// A SLA is running
$oTTOStopWatch = $this->Get('tto');
if ($oTTOStopWatch->IsThresholdPassed(100))
{
$sHilightClass = HILIGHT_CLASS_CRITICAL;
}
else if ($oTTOStopWatch->IsThresholdPassed(75))
{
$sHilightClass = HILIGHT_CLASS_WARNING;
}
}
break;
case 'assigned':
$iEscalationDeadline = $this->Get('ttr_escalation_deadline');
if ($iEscalationDeadline != null)
{
// A SLA is running
$oTTRStopWatch = $this->Get('ttr');
if ($oTTRStopWatch->IsThresholdPassed(100))
{
$sHilightClass = HILIGHT_CLASS_CRITICAL;
}
else if ($oTTRStopWatch->IsThresholdPassed(75))
{
$sHilightClass = HILIGHT_CLASS_WARNING;
}
}
break;
case 'escalated_tto':
case 'escalated_ttr':
$sHilightClass = HILIGHT_CLASS_CRITICAL;
break;
}
return $sHilightClass;
}]]></code>
</method>
<method id="resolveChilds">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function resolveChilds($sStimulusCode)
{
$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
array(),
array(
'ticket' => $this->GetKey(),
)
);
while($oRequest = $oChildRequestSet->Fetch())
{
if ( $oRequest->Get('status') != 'resolved')
{
$oRequest->set('servicesubcategory_id',$this->Get('servicesubcategory_id'));
$oRequest->set('service_id',$this->Get('service_id'));
$oRequest->set('team_id',$this->Get('team_id'));
$oRequest->set('agent_id',$this->Get('agent_id'));
$oRequest->set('resolution_code',$this->Get('resolution_code'));
$oRequest->set('solution','Automatically resolved by request:[[UserRequest:'.$this->Get('ref').']]');
$oRequest->ApplyStimulus('ev_autoresolve');
$oRequest->DBUpdate();
}
}
return true;
}]]></code>
</method>
<method id="UpdateChildRequestLog">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function UpdateChildRequestLog()
{
$oLog = $this->Get('public_log');
$sLogPublic = $oLog->GetModifiedEntry();
if ($sLogPublic != '')
{
$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
array(),
array(
'ticket' => $this->GetKey(),
)
);
while($oRequest = $oChildRequestSet->Fetch())
{
$oRequest->set('public_log',$sLogPublic);
$oRequest->DBUpdate();
}
}
$oLog = $this->Get('private_log');
$sLogPrivate = $oLog->GetModifiedEntry();
if ($sLogPrivate != '')
{
$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
array(),
array(
'ticket' => $this->GetKey(),
)
);
while($oRequest = $oChildRequestSet->Fetch())
{
$oRequest->set('private_log',$sLogPrivate);
$oRequest->DBUpdate();
}
}
return true;
}]]></code>
</method>
<method id="ComputeImpactedItems">
<static>false</static>
<access>public</access>
<type>LifecycleAction</type>
<code><![CDATA[ public function ComputeImpactedItems()
{
$oToNotify = $this->Get('contacts_list');
$oToImpact = $this->Get('functionalcis_list');
$oImpactedInfras = DBObjectSet::FromLinkSet($this, 'functionalcis_list', 'functionalci_id');
$aComputed = $oImpactedInfras->GetRelatedObjects('impacts', 10);
if (isset($aComputed['FunctionalCI']) && is_array($aComputed['FunctionalCI']))
{
foreach($aComputed['FunctionalCI'] as $iKey => $oObject)
{
$oNewLink = new lnkFunctionalCIToTicket();
$oNewLink->Set('functionalci_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 lnkContactToTicket();
$oNewLink->Set('contact_id', $iKey);
$oNewLink->Set('role', 'contact automatically computed');
$oToNotify->AddObject($oNewLink);
}
}
parent::OnInsert();
}]]></code>
</method>
<method id="OnInsert">
<static>false</static>
<access>protected</access>
<type>Overload-DBObject</type>
<code><![CDATA[ protected function OnInsert()
{
$this->ComputeImpactedItems();
$this->Set('last_update', time());
$this->Set('start_date', time());
}]]></code>
</method>
<method id="OnUpdate">
<static>false</static>
<access>protected</access>
<type>Overload-DBObject</type>
<code><![CDATA[ protected function OnUpdate()
{
$this->Set('last_update', time());
$this->UpdateChildRequestLog();
}]]></code>
</method>
</methods>
<presentation>
<details>
<items>
<item id="functionalcis_list">
<rank>10</rank>
</item>
<item id="contacts_list">
<rank>20</rank>
</item>
<item id="related_request_list">
<rank>30</rank>
</item>
<item id="workorders_list">
<rank>40</rank>
</item>
<item id="col:col1">
<rank>50</rank>
<items>
<item id="fieldset:Ticket:baseinfo">
<rank>10</rank>
<items>
<item id="org_id">
<rank>10</rank>
</item>
<item id="caller_id">
<rank>20</rank>
</item>
<item id="status">
<rank>30</rank>
</item>
<item id="origin">
<rank>40</rank>
</item>
<item id="title">
<rank>50</rank>
</item>
<item id="description">
<rank>60</rank>
</item>
</items>
</item>
<item id="fieldset:Ticket:moreinfo">
<rank>20</rank>
<items>
<item id="service_id">
<rank>10</rank>
</item>
<item id="servicesubcategory_id">
<rank>20</rank>
</item>
<item id="escalation_flag">
<rank>30</rank>
</item>
<item id="escalation_reason">
<rank>40</rank>
</item>
<item id="pending_reason">
<rank>50</rank>
</item>
</items>
</item>
</items>
</item>
<item id="col:col2">
<rank>60</rank>
<items>
<item id="fieldset:Ticket:Type">
<rank>10</rank>
<items>
<item id="request_type">
<rank>10</rank>
</item>
<item id="impact">
<rank>20</rank>
</item>
<item id="urgency">
<rank>30</rank>
</item>
<item id="priority">
<rank>40</rank>
</item>
</items>
</item>
<item id="fieldset:Ticket:contact">
<rank>20</rank>
<items>
<item id="team_id">
<rank>10</rank>
</item>
<item id="agent_id">
<rank>20</rank>
</item>
<item id="approver_id">
<rank>30</rank>
</item>
</items>
</item>
<item id="fieldset:Ticket:date">
<rank>30</rank>
<items>
<item id="start_date">
<rank>10</rank>
</item>
<item id="last_update">
<rank>20</rank>
</item>
<item id="assignment_date">
<rank>30</rank>
</item>
<item id="tto_escalation_deadline">
<rank>40</rank>
</item>
<item id="ttr_escalation_deadline">
<rank>50</rank>
</item>
<item id="last_pending_date">
<rank>60</rank>
</item>
<item id="resolution_date">
<rank>70</rank>
</item>
<item id="close_date">
<rank>80</rank>
</item>
</items>
</item>
</items>
</item>
<item id="col:col3">
<rank>70</rank>
<items>
<item id="fieldset:Ticket:relation">
<rank>10</rank>
<items>
<item id="parent_request_id">
<rank>10</rank>
</item>
<item id="parent_incident_id">
<rank>20</rank>
</item>
<item id="parent_problem_id">
<rank>30</rank>
</item>
<item id="parent_change_id">
<rank>40</rank>
</item>
</items>
</item>
<item id="fieldset:Ticket:resolution">
<rank>20</rank>
<items>
<item id="resolution_code">
<rank>10</rank>
</item>
<item id="solution">
<rank>20</rank>
</item>
<item id="time_spent">
<rank>30</rank>
</item>
<item id="user_satisfaction">
<rank>40</rank>
</item>
<item id="user_comment">
<rank>50</rank>
</item>
</items>
</item>
<item id="fieldset:Ticket:SLA">
<rank>30</rank>
<items>
<item id="sla_tto_passed">
<rank>10</rank>
</item>
<item id="sla_tto_over">
<rank>20</rank>
</item>
<item id="sla_ttr_passed">
<rank>30</rank>
</item>
<item id="sla_ttr_over">
<rank>40</rank>
</item>
</items>
</item>
</items>
</item>
</items>
</details>
<search>
<items>
<item id="ref">
<rank>10</rank>
</item>
<item id="org_id">
<rank>20</rank>
</item>
<item id="title">
<rank>30</rank>
</item>
<item id="description">
<rank>40</rank>
</item>
<item id="start_date">
<rank>50</rank>
</item>
<item id="resolution_date">
<rank>70</rank>
</item>
<item id="close_date">
<rank>80</rank>
</item>
<item id="status">
<rank>90</rank>
</item>
<item id="caller_id">
<rank>100</rank>
</item>
<item id="origin">
<rank>110</rank>
</item>
<item id="request_type">
<rank>120</rank>
</item>
<item id="impact">
<rank>130</rank>
</item>
<item id="urgency">
<rank>140</rank>
</item>
<item id="priority">
<rank>150</rank>
</item>
<item id="service_id">
<rank>160</rank>
</item>
<item id="servicesubcategory_id">
<rank>170</rank>
</item>
<item id="team_id">
<rank>180</rank>
</item>
<item id="agent_id">
<rank>190</rank>
</item>
<item id="escalation_flag">
<rank>200</rank>
</item>
<item id="resolution_code">
<rank>210</rank>
</item>
<item id="user_satisfaction">
<rank>220</rank>
</item>
<item id="sla_tto_passed">
<rank>230</rank>
</item>
<item id="sla_ttr_passed">
<rank>240</rank>
</item>
</items>
</search>
<list>
<items>
<item id="title">
<rank>10</rank>
</item>
<item id="org_id">
<rank>20</rank>
</item>
<item id="caller_id">
<rank>30</rank>
</item>
<item id="start_date">
<rank>40</rank>
</item>
<item id="status">
<rank>50</rank>
</item>
<item id="agent_id">
<rank>60</rank>
</item>
</items>
</list>
</presentation>
</class>
</classes>
<menus>
<menu id="WelcomeMenuPage" xsi:type="DashboardMenuNode" _delta="must_exist">
<definition>
<cells>
<cell id="1" _delta="define">
<rank>1</rank>
<dashlets>
<dashlet id="11" xsi:type="DashletHeaderDynamic">
<rank>0</rank>
<title>Menu:RequestManagement</title>
<icon>itop-welcome-itil/images/user-request-deadline.png</icon>
<subtitle>Open Requests</subtitle>
<query>SELECT UserRequest WHERE status != "closed"</query>
<group_by>status</group_by>
<values>new,assigned,escalated_tto,escalated_ttr,resolved</values>
</dashlet>
<dashlet id="12" xsi:type="DashletObjectList">
<rank>1</rank>
<title>UI:WelcomeMenu:MyCalls</title>
<query>SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved")</query>
<menu>true</menu>
</dashlet>
</dashlets>
</cell>
</cells>
</definition>
</menu>
<menu id="RequestManagement" xsi:type="MenuGroup" _delta="define">
<rank>30</rank>
<enable_stimulus/>
</menu>
<menu id="UserRequest:Overview" xsi:type="DashboardMenuNode" _delta="define">
<rank>0</rank>
<parent>RequestManagement</parent>
<definition>
<layout>DashboardLayoutTwoCols</layout>
<title>UI:RequestMgmtMenuOverview:Title</title>
<cells>
<cell id="0">
<rank>0</rank>
<dashlets>
<dashlet id="1" xsi:type="DashletGroupByPie">
<rank>0</rank>
<title>UI-RequestManagementOverview-RequestByType-last-14-days</title>
<query>SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) &lt; start_date</query>
<group_by>request_type</group_by>
<style>pie</style>
</dashlet>
</dashlets>
</cell>
<cell id="1">
<rank>1</rank>
<dashlets>
<dashlet id="2" xsi:type="DashletGroupByBars">
<rank>0</rank>
<title>UI-RequestManagementOverview-Last-14-days</title>
<query>SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) &lt; start_date</query>
<group_by>start_date:day_of_month</group_by>
<style>bars</style>
</dashlet>
</dashlets>
</cell>
<cell id="2">
<rank>2</rank>
<dashlets>
<dashlet id="3" xsi:type="DashletGroupByTable">
<rank>0</rank>
<title>UI-RequestManagementOverview-OpenRequestByStatus</title>
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
<group_by>status</group_by>
<style>table</style>
</dashlet>
</dashlets>
</cell>
<cell id="3">
<rank>3</rank>
<dashlets>
<dashlet id="4" xsi:type="DashletGroupByTable">
<rank>0</rank>
<title>UI-RequestManagementOverview-OpenRequestByAgent</title>
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
<group_by>agent_id</group_by>
<style>table</style>
</dashlet>
</dashlets>
</cell>
<cell id="4">
<rank>4</rank>
<dashlets>
<dashlet id="5" xsi:type="DashletGroupByTable">
<rank>0</rank>
<title>UI-RequestManagementOverview-OpenRequestByType</title>
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
<group_by>finalclass</group_by>
<style>table</style>
</dashlet>
</dashlets>
</cell>
<cell id="5">
<rank>5</rank>
<dashlets>
<dashlet id="6" xsi:type="DashletGroupByTable">
<rank>0</rank>
<title>UI-RequestManagementOverview-OpenRequestByCustomer</title>
<query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
<group_by>org_id</group_by>
<style>table</style>
</dashlet>
</dashlets>
</cell>
</cells>
</definition>
</menu>
<menu id="NewUserRequest" xsi:type="NewObjectMenuNode" _delta="define">
<rank>1</rank>
<parent>RequestManagement</parent>
<class>UserRequest</class>
</menu>
<menu id="SearchUserRequests" xsi:type="SearchMenuNode" _delta="define">
<rank>2</rank>
<parent>RequestManagement</parent>
<class>UserRequest</class>
</menu>
<menu id="UserRequest:Shortcuts" xsi:type="TemplateMenuNode" _delta="define">
<rank>3</rank>
<parent>RequestManagement</parent>
<template_file/>
</menu>
<menu id="UserRequest:MyRequests" xsi:type="OQLMenuNode" _delta="define">
<rank>0</rank>
<parent>UserRequest:Shortcuts</parent>
<oql><![CDATA[SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN ("closed","resolved")]]></oql>
<do_search/>
<auto_reload>fast</auto_reload>
</menu>
<menu id="UserRequest:EscalatedRequests" xsi:type="OQLMenuNode" _delta="define">
<rank>1</rank>
<parent>UserRequest:Shortcuts</parent>
<oql><![CDATA[SELECT UserRequest WHERE status IN ("escalated_tto", "escalated_ttr") OR escalation_flag="yes"]]></oql>
<do_search/>
<auto_reload>fast</auto_reload>
</menu>
<menu id="UserRequest:OpenRequests" xsi:type="OQLMenuNode" _delta="define">
<rank>2</rank>
<parent>UserRequest:Shortcuts</parent>
<oql><![CDATA[SELECT UserRequest WHERE status NOT IN ("closed")]]></oql>
<do_search>1</do_search>
<auto_reload>fast</auto_reload>
</menu>
<menu id="UserRequest:MySupportRequests" xsi:type="OQLMenuNode" _delta="define">
<rank>3</rank>
<parent>UserRequest:Shortcuts</parent>
<oql><![CDATA[SELECT UserRequest WHERE caller_id = :current_contact_id AND status NOT IN ("closed")]]></oql>
<do_search/>
<auto_reload>fast</auto_reload>
</menu>
</menus>
</itop_design>
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