cmdbAbstractObject bizmodel,searchable true autoincrement ticket id finalclass ref true title false description false ticket_log true start_date false lnkTicketToDoc ticket_id 0 0 document_id lnkTicketToCI ticket_id 0 0 ci_id lnkTicketToContact ticket_id 0 0 contact_id lnkTicketToIncident ticket_id 0 0 incident_id

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10 20 30 40 10 20 30 40 50 Ticket bizmodel true autoincrement ticket_response id new assigned frozen escalated_tto escalated_ttr resolved closed status new false org_id]]> caller_id Person true DEL_MANUAL caller_id email org_id Organization false DEL_AUTO org_id name org_id]]> service_id Service false DEL_MANUAL service_id name service_id]]> servicesubcategory_id ServiceSubcategory false DEL_MANUAL servicesubcategory_id name product true 1 2 3 impact 1 false 1 2 3 urgency 1 false 1 2 3 priority 1 false service_id AND cc.org_id = :this->org_id]]> workgroup_id Team false DEL_MANUAL workgroup_id name workgroup_id]]> agent_id Person true DEL_MANUAL agent_id name agent_id email related_problem_id Problem true DEL_MANUAL related_problem_id ref related_change_id Change true DEL_MANUAL related_change_id ref close_date true last_update true assignment_date true resolution_date true tto_escalation_deadline true ttr_escalation_deadline true closure_deadline true fixed duplicate couldnotreproduce irrelevant resolution_code fixed true solution true 1 2 3 4 user_satisfaction 1 true user_commment true status ev_assign assigned SetAssignedDate ev_timeout escalated_tto ev_assign assigned SetAssignedDate ev_reassign assigned ev_timeout escalated_ttr ev_resolve resolved SetResolveDate SetClosureDeadline ev_reassign escalated_ttr ev_resolve resolved SetResolveDate SetClosureDeadline ev_reassign assigned ev_close closed SetClosureDate false public LifecycleAction

Set('closure_deadline', time() + $iMaxWaitHours * 3600);
		return true;
	}]]>

false public LifecycleAction

Set('assignment_date', time());
		return true;
	}]]>

false public LifecycleAction

Set('resolution_date', time());
		return true;
	}]]>

false public LifecycleAction

Set('close_date', time());
		return true;
	}]]>

name of the SLT selected, 'value' => duration in seconds of the SLT metric, null if no SLT applies to this ticket */]]> false public LifecycleAction

 $this->Get('priority'),
								'service_id' => $this->Get('service_id'),
								'metric' => $sMetric,
								'org_id' => $this->Get('org_id'),
							)
							);
							
			$iMinDuration = PHP_INT_MAX;
			$sSLTName = '';
	
			while($oSLT = $oSLTSet->Fetch())
			{
				$iDuration = (int)$oSLT->Get('value');
				$sUnit = $oSLT->Get('value_unit');
				//echo "Found SLT: ".$oSLT->GetName()." - $iDuration ($sUnit)\n";
				switch($sUnit)
				{
					case 'days':
					$iDuration = $iDuration * 24; // 24 hours in 1 days
					// Fall though
					
					case 'hours':
					$iDuration = $iDuration * 60; // 60 minutes in 1 hour
					// Fall though
					
					case 'minutes':
					$iDuration = $iDuration * 60;
				}
				if ($iDuration < $iMinDuration)
				{
					$iMinDuration = $iDuration;
					$sSLTName = $oSLT->GetName();
				}
			}
			if ($iMinDuration == PHP_INT_MAX)
			{
				$aResult = null;
			}
			else
			{
				$aResult = array('SLT' => $sSLTName, 'value' => $iMinDuration);
			}
		}
		return $aResult;
	}]]>

/** * 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,
			),
			// a group
			2 => array(
				1 => 1,
				2 => 2,
				3 => 3,
			),
			// a departement!
			3 => array(
					1 => 2,
					2 => 3,
					3 => 3,
			),
		);
		$iPriority = 1;
		if (isset($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 SLA deadlines, if any is applicable to this ticket
		$aSLT = $this->ComputeSLT('TTO');
		if ($aSLT != null)
		{
			$oStartDate = new DateTime($this->Get('start_date'));
			$oDeadline = SLAComputation::GetDeadline($this, $aSLT['value'], $oStartDate);		
			$this->Set('tto_escalation_deadline', $oDeadline->format('U'));
		}
		else
		{
			$this->Set('tto_escalation_deadline', null);
		}
		$aSLT = $this->ComputeSLT('TTR');
		if ($aSLT != null)
		{
			$oStartDate = new DateTime($this->Get('start_date'));
			$oDeadline = SLAComputation::GetDeadline($this, $aSLT['value'], $oStartDate);		
			$this->Set('ttr_escalation_deadline', $oDeadline->format('U'));
		}
		else
		{
			$this->Set('ttr_escalation_deadline', null);
		}
	}]]>

false public Overload-iDisplay

GetState())
		{
			case 'new':
			$oEscalationDeadline = $this->Get('tto_escalation_deadline');
			if ($oEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
				$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
				$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
				if ($ratio <= 0)
				{
					$sHilightClass = HILIGHT_CLASS_CRITICAL;
				}
				else if ($ratio <= 0.25)
				{
					$sHilightClass = HILIGHT_CLASS_WARNING;
				}
			}
			break;
			
			case 'assigned':
			$oEscalationDeadline = $this->Get('ttr_escalation_deadline');
			if ($oEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
				$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
				$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
				if ($ratio <= 0)
				{
					$sHilightClass = HILIGHT_CLASS_CRITICAL;
				}
				else if ($ratio <= 0.25)
				{
					$sHilightClass = HILIGHT_CLASS_WARNING;
				}
			}
			break;
			
			case 'escalated_tto':
			case 'escalated_ttr':
			$sHilightClass = HILIGHT_CLASS_CRITICAL;
			break;
		}
		return $sHilightClass;
	}]]>

false protected Overload-DBObject

Set('last_update', time());
	}]]>

false protected Overload-DBObject

Set('last_update', time());
	}]]>

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10 20 30 40 50 60 70 80 90 100 110 120 130 140 150 160 170 180 190 200 210 10 20 30 40 50 60 70 80 90 100 110 cmdbAbstractObject 1 bizmodel,searchable,incidentmgmt,requestmgmt,changemgmt,problemmgmt,lnkticket false autoincrement lnktickettodoc id ticket_id Ticket false DEL_AUTO ticket_id ref document_id Document false DEL_AUTO document_id name

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10 20 10 20 cmdbAbstractObject 1 bizmodel,searchable,incidentmgmt,requestmgmt,changemgmt,problemmgmt,lnkticket false autoincrement lnktickettocontact id ticket_id Ticket false DEL_AUTO ticket_id ref contact_id Contact false DEL_AUTO contact_id name contact_id email role true

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10 20 30 40 10 20 30 40 cmdbAbstractObject 1 bizmodel,searchable,incidentmgmt,requestmgmt,changemgmt,problemmgmt,lnkticket false autoincrement lnktickettoci id ticket_id Ticket false DEL_AUTO ticket_id ref ci_id FunctionalCI false DEL_AUTO ci_id name ci_id status impact true

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