Ticket bizmodel,searchable,requestmgmt false autoincrement ticket_request id status true new waiting_for_approval approved rejected assigned pending paused escalated_tto escalated_ttr resolved closed $ibo-lifecycle-neutral-state-primary-color $ibo-lifecycle-neutral-state-secondary-color status new false incident service_request request_type true list 1 2 3 impact 1 false list 1 2 3 4 $ibo-color-information-700 $ibo-color-white-100 priority 4 false 1 2 3 4 urgency 4 false mail phone portal monitoring origin phone true org_id]]> approver_id Person true DEL_MANUAL false approver_id email true org_id AND s.status != 'obsolete']]> service_id Service true DEL_MANUAL false service_id name true service_id AND (ISNULL(:this->request_type) OR request_type = :this->request_type) AND status != 'obsolete']]> servicesubcategory_id ServiceSubcategory true DEL_MANUAL false servicesubcategory_id name true yes no escalation_flag no true escalation_reason true assignment_date true resolution_date true last_pending_date true last_paused_date true true ResponseTicketTTO warning false critical false ApplyStimulus ev_timeout true ResponseTicketTTR warning false critical false ApplyStimulus ev_timeout tto 100_deadline tto 100_passed tto 100_overrun ttr 100_deadline ttr 100_passed ttr 100_overrun time_spent true assistance other software patch training hardware repair system update bug fixed resolution_code assistance true solution true pending_reason true paused_reason true id AND status NOT IN ('rejected','resolved','closed')]]> parent_request_id UserRequest true DEL_MANUAL parent_request_id ref true parent_problem_id Problem true DEL_MANUAL parent_problem_id ref true parent_change_id Change true DEL_MANUAL parent_change_id ref true UserRequest parent_request_id add_remove 0 0 public_log true 1 2 3 4 user_satisfaction 1 true user_commment true 1 HIGHLIGHT_CLASS_WARNING images/user-request-deadline.svg 2 HIGHLIGHT_CLASS_CRITICAL images/user-request-escalated.svg 3 HIGHLIGHT_CLASS_NONE images/user-request-closed.svg assigned SetCurrentDate assignment_date escalated_tto waiting_for_approval resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets critical new assigned SetCurrentDate assignment_date new pending SetCurrentDate last_pending_date paused SetCurrentDate last_paused_date resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets assigned escalated_ttr resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets critical assigned pending SetCurrentDate last_pending_date paused SetCurrentDate last_paused_date resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets new approved rejected waiting_for_approval escalated_tto assigned SetCurrentDate assignment_date resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets new new assigned assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets assigned assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets closed assigned closed SetCurrentDate close_date assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets closed resolved true public Overload-DBObject false public LifecycleAction Set('assignment_date', time()); return true; }]]> false public LifecycleAction Set('last_pending_date', time()); return true; }]]> false public LifecycleAction Set('resolution_date', time()); $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $this->Set('time_spent', $iTimeSpent); return true; }]]> false public LifecycleAction Set('close_date', time()); return true; }]]> false public LifecycleAction Set('approver_id', UserRights::GetUserId()); return true; }]]> false public Overload-DBObject IsNew() && ($this->Get('parent_request_id') == $this->GetKey())) { $this->m_aCheckIssues[] = Dict::Format('Class:UserRequest/Error:CannotAssignParentRequestIdToSelf'); } }]]> /** Compute the priority of the ticket based on its impact and urgency * @return integer The priority of the ticket 1(high) .. 3(low) */ false public LifecycleAction array( 1 => 1, 2 => 1, 3 => 2, 4 => 4, ), // a group 2 => array( 1 => 1, 2 => 2, 3 => 3, 4 => 4, ), // a person 3 => array( 1 => 2, 2 => 3, 3 => 3, 4 => 4, ), ); $iPriority = 1; if (isset($aPriorities[(int)$this->Get('impact')]) && isset($aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')])) { $iPriority = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')]; } return $iPriority; }]]> false public Overload-DBObject Set('priority', $this->ComputePriority()); // Compute the request_type if not already defined (by the user) $sType = $this->Get('request_type'); if (is_null($sType) || ($sType === '')) { $iSvcSubcat = $this->Get('servicesubcategory_id'); if ($iSvcSubcat != 0) { $sType = $this->Get('servicesubcategory_id->request_type'); $this->Set('request_type', $sType); } } return parent::ComputeValues(); }]]> false public Overload-cmdbAbstractObject SetCurrentTab('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) { $oPage->SetCurrentTab('Class:UserRequest:KnownErrorList', Dict::S('Class:UserRequest:KnownErrorList')." ($iNumberKE)"); } else { $oPage->SetCurrentTab('Class:UserRequest:KnownErrorList'); } self::DisplaySet($oPage, $oKnownErrorSet, array ('menu' => false)); } }]]> false public LifecycleAction $this->GetKey(), ) ); while($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; }]]> false public LifecycleAction $this->GetKey())); while($oRequest = $oChildRequestSet->Fetch()) { if (!array_key_exists($oRequest->GetKey(), $aTickets)) { $aTickets[$oRequest->GetKey()] = true; $oRequest->ResolveFrom($this); } } return true; }]]> false public Internal Get('status') != 'resolved' && $this->Get('status') != 'closed' ) { $aDummy = array(); $aExcludedAttributes = array('team_id', 'agent_id'); foreach(MetaModel::ListAttributeDefs(get_class($this)) as $sAttCode => $oAttDef) { // Exclude inter dependant attributes to keep consistency if(in_array($sAttCode, $aExcludedAttributes)) { continue; } if (($this->GetAttributeFlags($sAttCode, $aDummy, 'resolved') & OPT_ATT_MANDATORY) && empty($this->Get($sAttCode))) { $this->Set($sAttCode, $oParentTicket->Get($sAttCode)); } } if (($this->Get('team_id') == 0) || ($this->Get('agent_id') ==0)) { $this->Set('team_id', $oParentTicket->Get('team_id')); $this->Set('agent_id', $oParentTicket->Get('agent_id')); } $sParent = '[['.get_class($oParentTicket).':'.$oParentTicket->Get('ref').']]'; $this->Set('solution', Dict::Format('Tickets:ResolvedFrom', $sParent, MetaModel::GetName(get_class($oParentTicket)))); $this->ApplyStimulus('ev_autoresolve'); $this->DBUpdate(); } }]]> false public LifecycleAction Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry('html'); if ($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 = $oLog->GetModifiedEntry('html'); if ($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; }]]> false public LifecycleAction UpdateImpactedItems(); }]]> false protected Overload-DBObject ComputeImpactedItems(); $this->SetIfNull('last_update', time()); $this->SetIfNull('start_date', time()); }]]> false protected Overload-DBObject ListChanges(); if (array_key_exists('functionalcis_list', $aChanges)) { $this->UpdateImpactedItems(); } $this->Set('last_update', time()); $this->UpdateChildRequestLog(); }]]>

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10 20 30 40 50 60 80 90 95 100 110 120 130 140 150 160 170 180 190 200 210 220 230 240 250 260 270 10 20 30 40 50 60 5 0 10 0 itop-welcome-itil/images/user-request-deadline.svg Menu:UserRequest:OpenRequests SELECT UserRequest WHERE status != "closed" AND org_id=:this->id status new,assigned,escalated_tto,escalated_ttr,resolved 30 0 SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved") AND org_id=:this->id true 1 SELECT Ticket WHERE org_id = :this->id finalclass count attribute desc 1 0 itop-welcome-itil/images/user-request-deadline.svg Menu:UserRequest:OpenRequests SELECT UserRequest WHERE status != "closed" status new,assigned,escalated_tto,escalated_ttr,resolved 1 SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved") true 30 0 RequestManagement DashboardLayoutTwoCols 0 0 SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date request_type 1 0 SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date start_date:day_of_month 2 0 SELECT UserRequest WHERE status NOT IN ('closed','rejected') status 3 0 SELECT UserRequest WHERE status NOT IN ('closed','rejected') agent_id 4 0 SELECT UserRequest WHERE status NOT IN ('closed','rejected') finalclass 5 0 SELECT UserRequest WHERE status NOT IN ('closed','rejected') org_id 1 RequestManagement UserRequest 2 RequestManagement UserRequest 3 RequestManagement 0 UserRequest:Shortcuts fast 1 UserRequest:Shortcuts fast 2 UserRequest:Shortcuts 1 fast 3 UserRequest:Shortcuts fast id) ]]> Tickets:Related:OpenIncidents itop-request-mgmt/images/incident-red.png yes id) ]]> Tickets:Related:OpenIncidents itop-request-mgmt/images/incident-red.png yes Tickets:Related:OpenIncidents itop-request-mgmt/images/incident-red.png yes Tickets:Related:OpenIncidents itop-request-mgmt/images/incident-red.png yes