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@@ -201,17 +201,18 @@ abstract class ResponseTicket extends Ticket
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MetaModel::Init_AddAttribute(new AttributeDateTime("close_date", array("allowed_values"=>null, "sql"=>"close_date", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeDateTime("last_update", array("allowed_values"=>null, "sql"=>"last_update", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeDateTime("assignment_date", array("allowed_values"=>null, "sql"=>"assignment_date", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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- MetaModel::Init_AddAttribute(new AttributeDeadline("escalation_deadline", array("allowed_values"=>null, "sql"=>"escalation_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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+ MetaModel::Init_AddAttribute(new AttributeDeadline("tto_escalation_deadline", array("allowed_values"=>null, "sql"=>"tto_escalation_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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+ MetaModel::Init_AddAttribute(new AttributeDeadline("ttr_escalation_deadline", array("allowed_values"=>null, "sql"=>"ttr_escalation_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeDeadline("closure_deadline", array("allowed_values"=>null, "sql"=>"closure_deadline", "default_value"=>null, "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeEnum("resolution_code", array("allowed_values"=>new ValueSetEnum('fixed,duplicate,couldnotreproduce,irrelevant'), "sql"=>"resolution_code", "default_value"=>"fixed", "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeText("solution", array("allowed_values"=>null, "sql"=>"solution", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeEnum("user_satisfaction", array("allowed_values"=>new ValueSetEnum('1,2,3,4'), "sql"=>"user_satisfaction", "default_value"=>"1", "is_null_allowed"=>true, "depends_on"=>array())));
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MetaModel::Init_AddAttribute(new AttributeText("user_commment", array("allowed_values"=>null, "sql"=>"user_commment", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
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- MetaModel::Init_SetZListItems('details', array('ref', 'title', 'org_id', 'ticket_log', 'start_date', 'escalation_deadline', 'closure_deadline', 'document_list', 'ci_list', 'contact_list', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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- MetaModel::Init_SetZListItems('advanced_search', array('finalclass', 'ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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- MetaModel::Init_SetZListItems('standard_search', array('finalclass', 'ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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- MetaModel::Init_SetZListItems('list', array('finalclass', 'ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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+ MetaModel::Init_SetZListItems('details', array('ref', 'title', 'org_id', 'ticket_log', 'start_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'closure_deadline', 'document_list', 'ci_list', 'contact_list', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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+ MetaModel::Init_SetZListItems('advanced_search', array('finalclass', 'ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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+ MetaModel::Init_SetZListItems('standard_search', array('finalclass', 'ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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+ MetaModel::Init_SetZListItems('list', array('finalclass', 'ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
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// Lifecycle
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MetaModel::Init_DefineState(
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@@ -228,7 +229,8 @@ abstract class ResponseTicket extends Ticket
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'start_date' => OPT_ATT_READONLY,
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'last_update' => OPT_ATT_READONLY,
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'assignment_date' => OPT_ATT_HIDDEN,
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- 'escalation_deadline' => OPT_ATT_READONLY,
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+ 'tto_escalation_deadline' => OPT_ATT_READONLY,
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+ 'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
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'closure_deadline' => OPT_ATT_HIDDEN,
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'close_date' => OPT_ATT_HIDDEN,
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'org_id' => OPT_ATT_MUSTCHANGE,
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@@ -269,8 +271,8 @@ abstract class ResponseTicket extends Ticket
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'agent_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
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'agent_email' => OPT_ATT_READONLY,
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'workgroup_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
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- 'closure_deadline' => OPT_ATT_HIDDEN,
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- 'escalation_deadline' => OPT_ATT_READONLY,
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+ 'tto_escalation_deadline' => OPT_ATT_HIDDEN,
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+ 'ttr_escalation_deadline' => OPT_ATT_READONLY,
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),
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)
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);
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@@ -279,6 +281,8 @@ abstract class ResponseTicket extends Ticket
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array(
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"attribute_inherit" => 'assigned',
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"attribute_list" => array(
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+ 'agent_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
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+ 'workgroup_id' => OPT_ATT_MUSTPROMPT | OPT_ATT_MANDATORY,
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),
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)
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);
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@@ -305,7 +309,7 @@ abstract class ResponseTicket extends Ticket
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'resolution_code' => OPT_ATT_MUSTPROMPT,
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'solution' => OPT_ATT_MUSTPROMPT,
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'closure_deadline' => OPT_ATT_READONLY,
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- 'escalation_deadline' => OPT_ATT_HIDDEN,
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+ 'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
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),
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)
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);
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@@ -338,10 +342,10 @@ abstract class ResponseTicket extends Ticket
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MetaModel::Init_DefineTransition("assigned", "ev_reassign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("assigned", "ev_timeout", array("target_state"=>"escalated_ttr", "actions"=>array(), "user_restriction"=>null));
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- MetaModel::Init_DefineTransition("assigned", "ev_resolve", array("target_state"=>"resolved", "actions"=>array(), "user_restriction"=>null));
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+ MetaModel::Init_DefineTransition("assigned", "ev_resolve", array("target_state"=>"resolved", "actions"=>array('SetClosureDeadline'), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("escalated_ttr", "ev_reassign", array("target_state"=>"escalated_ttr", "actions"=>array(), "user_restriction"=>null));
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- MetaModel::Init_DefineTransition("escalated_ttr", "ev_resolve", array("target_state"=>"resolved", "actions"=>array(), "user_restriction"=>null));
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+ MetaModel::Init_DefineTransition("escalated_ttr", "ev_resolve", array("target_state"=>"resolved", "actions"=>array('SetClosureDeadline'), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("resolved", "ev_reassign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
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MetaModel::Init_DefineTransition("resolved", "ev_close", array("target_state"=>"closed", "actions"=>array('SetClosureDate'), "user_restriction"=>null));
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@@ -349,6 +353,12 @@ abstract class ResponseTicket extends Ticket
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// Lifecycle actions
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//
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+ public function SetClosureDeadline($sStimulusCode)
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+ {
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+ $iMaxWaitHours = 24;
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+ $this->Set('closure_deadline', time() + $iMaxWaitHours * 3600);
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+ return true;
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+ }
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public function SetClosureDate($sStimulusCode)
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{
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$this->Set('close_date', time());
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@@ -459,25 +469,25 @@ abstract class ResponseTicket extends Ticket
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{
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//echo "<p>TTO: SLT found: {$aSLT['SLT']}, value: {$aSLT['value']}</p>\n";
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$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
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- $this->Set('escalation_deadline', $iStartDate + $aSLT['value']);
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+ $this->Set('tto_escalation_deadline', $iStartDate + $aSLT['value']);
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}
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else
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{
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- $this->Set('escalation_deadline', null);
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+ $this->Set('tto_escalation_deadline', null);
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}
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$aSLT = $this->ComputeSLT('TTR');
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if ($aSLT != null)
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{
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//echo "<p>TTR: SLT found: {$aSLT['SLT']}, value: {$aSLT['value']}</p>\n";
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$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
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- $this->Set('closure_deadline', $iStartDate + $aSLT['value']);
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+ $this->Set('ttr_escalation_deadline', $iStartDate + $aSLT['value']);
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}
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else
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{
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- $this->Set('closure_deadline', null);
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+ $this->Set('ttr_escalation_deadline', null);
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}
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}
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-
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+
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/**
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* Determines if the ticket must be hilighted in the list, if we're about to miss a SLA for instance
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*/
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@@ -487,7 +497,7 @@ abstract class ResponseTicket extends Ticket
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switch($this->GetState())
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{
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case 'new':
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- $oEscalationDeadline = $this->Get('escalation_deadline');
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+ $oEscalationDeadline = $this->Get('tto_escalation_deadline');
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if ($oEscalationDeadline != null)
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{
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// A SLA is running
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@@ -506,13 +516,13 @@ abstract class ResponseTicket extends Ticket
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break;
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case 'assigned':
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- $oClosureDeadline = $this->Get('closure_deadline');
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- if ($oClosureDeadline != null)
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+ $oEscalationDeadline = $this->Get('ttr_escalation_deadline');
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+ if ($oEscalationDeadline != null)
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{
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// A SLA is running
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$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
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- $iClosureDeadline = AttributeDateTime::GetAsUnixSeconds($oClosureDeadline);
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- $ratio = ($iClosureDeadline - time())/($iClosureDeadline - $iStartDate);
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+ $iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
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+ $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
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if ($ratio <= 0)
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{
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$sHilightClass = HILIGHT_CLASS_CRITICAL;
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romainq