/** * Base class for computing TTO or TTR on a ticket */ class ResponseTicketSLT { /** * Determines the shortest SLT, for this ticket, for the given metric. Returns null is no SLT was found * @param string $sMetric Type of metric 'TTO', 'TTR', etc as defined in the SLT class * @return hash Array with 'SLT' => name of the SLT selected, 'value' => duration in seconds of the SLT metric, null if no SLT applies to this ticket */ protected static function ComputeSLT($oTicket, $sMetric = 'TTO') { $iDeadline = null; if (MetaModel::IsValidClass('SLT')) { $sType=get_class($oTicket); if ($sType == 'Incident') { $sRequestType = 'incident'; } else { $sRequestType = $oTicket->Get('request_type'); } $aArgs = $oTicket->ToArgs(); $aArgs['metric'] = $sMetric; $aArgs['request_type'] = $sRequestType; //echo "

Managing:".$sMetric."-".$this->Get('request_type')."-".$this->Get('importance')."

\n"; $oSLTSet = new DBObjectSet(DBObjectSearch::FromOQL(RESPONSE_TICKET_SLT_QUERY), array(), $aArgs ); $iMinDuration = PHP_INT_MAX; $sSLTName = ''; while($oSLT = $oSLTSet->Fetch()) { $iDuration = (int)$oSLT->Get('value'); $sUnit = $oSLT->Get('unit'); switch($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) { $iDeadline = null; } else { // Store $sSLTName to keep track of which SLT has been used $iDeadline = $iMinDuration; } } return $iDeadline; } } /** * Compute the TTO of a ticket - null if the class 'SLT' does not exist */ class ResponseTicketTTO extends ResponseTicketSLT implements iMetricComputer { public static function GetDescription() { return "Time to own a ticket"; } public function ComputeMetric($oObject) { $iRes = $this->ComputeSLT($oObject, 'TTO'); return $iRes; } } /** * Compute the TTR of a ticket - null if the class 'SLT' does not exist */ class ResponseTicketTTR extends ResponseTicketSLT implements iMetricComputer { public static function GetDescription() { return "Time to resolve a ticket"; } public function ComputeMetric($oObject) { $iRes = $this->ComputeSLT($oObject, 'TTR'); return $iRes; } } class _Ticket extends cmdbAbstractObject { public function UpdateImpactedItems() { $oContactsSet = $this->Get('contacts_list'); $oCIsSet = $this->Get('functionalcis_list'); $aCIsToImpactCode = array(); $aSources = array(); $aExcluded = array(); $oCIsSet->Rewind(); while ($oLink = $oCIsSet->Fetch()) { $iKey = $oLink->Get('functionalci_id'); $aCIsToImpactCode[$iKey] = $oLink->Get('impact_code'); if ($oLink->Get('impact_code') == 'manual') { $oObj = MetaModel::GetObject('FunctionalCI', $iKey); $aSources[$iKey] = $oObj; } else if ($oLink->Get('impact_code') == 'not_impacted') { $oObj = MetaModel::GetObject('FunctionalCI', $iKey); $aExcluded[$iKey] = $oObj; } } $aContactsToRoleCode = array(); $oContactsSet->Rewind(); while ($oLink = $oContactsSet->Fetch()) { $iKey = $oLink->Get('contact_id'); $aContactsToRoleCode[$iKey] = $oLink->Get('role_code'); if ($oLink->Get('role_code') == 'do_not_notify') { $oObj = MetaModel::GetObject('Contact', $iKey); $aExcluded[$iKey] = $oObj; } } $oNewCIsSet = DBObjectSet::FromScratch('lnkFunctionalCIToTicket'); foreach($aCIsToImpactCode as $iKey => $sImpactCode) { if ($sImpactCode != 'computed') { $oNewLink = new lnkFunctionalCIToTicket(); $oNewLink->Set('functionalci_id', $iKey); $oNewLink->Set('impact_code', $sImpactCode); $oNewCIsSet->AddObject($oNewLink); } } $oNewContactsSet = DBObjectSet::FromScratch('lnkContactToTicket'); foreach($aContactsToRoleCode as $iKey => $sImpactCode) { if ($sImpactCode != 'computed') { $oNewLink = new lnkContactToTicket(); $oNewLink->Set('contact_id', $iKey); $oNewLink->Set('role_code', $sImpactCode); $oNewContactsSet->AddObject($oNewLink); } } $oContactsSet = DBObjectSet::FromScratch('lnkContactToTicket'); $oGraph = MetaModel::GetRelatedObjectsDown('impacts', $aSources, 10, true /* bEnableRedundancy */, $aExcluded); $oIterator = new RelationTypeIterator($oGraph, 'Node'); foreach ($oIterator as $oNode) { if ( ($oNode instanceof RelationObjectNode) && ($oNode->GetProperty('is_reached')) && (!$oNode->GetProperty('source'))) { $oObj = $oNode->GetProperty('object'); $iKey = $oObj->GetKey(); $sRootClass = MetaModel::GetRootClass(get_class($oObj)); switch ($sRootClass) { case 'FunctionalCI': // Only link FunctionalCIs which are not already linked to the ticket if (!array_key_exists($iKey, $aCIsToImpactCode) || ($aCIsToImpactCode[$iKey] != 'not_impacted')) { $oNewLink = new lnkFunctionalCIToTicket(); $oNewLink->Set('functionalci_id', $iKey); $oNewLink->Set('impact_code', 'computed'); $oNewCIsSet->AddObject($oNewLink); } break; case 'Contact': // Only link Contacts which are not already linked to the ticket if (!array_key_exists($iKey, $aContactsToRoleCode) || ($aCIsToImpactCode[$iKey] != 'do_not_notify')) { $oNewLink = new lnkContactToTicket(); $oNewLink->Set('contact_id', $iKey); $oNewLink->Set('role_code', 'computed'); $oNewContactsSet->AddObject($oNewLink); } break; } } } $this->Set('functionalcis_list', $oNewCIsSet); $this->Set('contacts_list', $oNewContactsSet); } public function DisplayBareRelations(WebPage $oPage, $bEditMode = false) { parent::DisplayBareRelations($oPage, $bEditMode); if (!$bEditMode) { $oPage->add_linked_script(utils::GetAbsoluteUrlAppRoot().'js/fraphael.js'); $oPage->add_linked_stylesheet(utils::GetAbsoluteUrlAppRoot().'css/jquery.contextMenu.css'); $oPage->add_linked_script(utils::GetAbsoluteUrlAppRoot().'js/jquery.contextMenu.js'); $oPage->add_linked_script(utils::GetAbsoluteUrlAppRoot().'js/simple_graph.js'); $oPage->AddAjaxTab(Dict::S('Ticket:ImpactAnalysis'), utils::GetAbsoluteUrlAppRoot().'pages/ajax.render.php?operation=ticket_impact&class='.get_class($this).'&id='.$this->GetKey(), true); } } } ?>