* @author Romain Quetiez * @author Denis Flaven * @license http://www.opensource.org/licenses/gpl-3.0.html LGPL */]]> bizmodel,searchable,problemmgmt Ticket false autoincrement ticket_problem id %1$s images/problem.png false new assigned resolved closed status new false 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_change_id Change true DEL_MANUAL related_change_id ref close_date true last_update true assignment_date true resolution_date true KnownError problem_id 0 0 status ev_assign assigned SetAssignedDate ev_reassign assigned ev_resolve resolved SetResolveDate ev_reassign assigned ev_close closed SetClosureDate 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;
        }]]>

/** 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 = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')];
                return $iPriority;              
        }]]>

false public Overload-DBObject

Set('priority', $this->ComputePriority());

		$sCurrRef = $this->Get('ref');
		if (strlen($sCurrRef) == 0)
		{
			$iKey = $this->GetKey();
			if ($iKey < 0)
			{
				// Object not yet in the Database
				$iKey = MetaModel::GetNextKey(get_class($this));
			}
			$sName = sprintf('P-%06d', $iKey);
			$this->Set('ref', $sName);
		}
	}]]>

document_list ci_list contact_list incident_list ref title org_id status priority service_id servicesubcategory_id product impact urgency description start_date last_update assignment_date close_date workgroup_id agent_id related_change_id

ref title org_id start_date status service_id servicesubcategory_id product impact urgency priority workgroup_id agent_id agent_email close_date title org_id start_date status service_id priority 0 ProblemManagement overview.html 1 ProblemManagement Problem 2 ProblemManagement Problem 1 Problem:Shortcuts 2 Problem:Shortcuts