Ticket
bizmodel,searchable,problemmgmt
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);
}
}]]>
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