Menu:RequestManagement

Ticket bizmodel,searchable,requestmgmt false autoincrement ticket_request id %1$s images/user-request.png new waiting_for_approval approved rejected assigned pending escalated_tto escalated_ttr resolved closed status new false service_request request_type service_request true list 1 2 3 impact 1 false list 1 2 3 4 priority 4 false 1 2 3 4 urgency 4 false mail phone portal origin phone true org_id]]> approver_id Person true DEL_MANUAL approver_id email org_id]]> service_id Service true DEL_MANUAL service_id name service_id AND request_type = :this->request_type]]> servicesubcategory_id ServiceSubcategory true DEL_MANUAL servicesubcategory_id name yes no escalation_flag no true list escalation_reason true assignment_date true resolution_date true last_pending_date true ResponseTicketTTO 75 100 ApplyStimulus ev_timeout ResponseTicketTTR 75 100 ApplyStimulus ev_timeout tto 100_deadline tto 100_passed tto 100_overrun ttr 100_deadline ttr 100_passed ttr 100_overrun time_spent true assistance other software patch training hardware repair system update bug fixed resolution_code assistance true solution true pending_reason true id AND status NOT IN ('rejected','resolved','closed')]]> parent_request_id UserRequest true DEL_MANUAL parent_request_id ref parent_incident_id Incident true DEL_MANUAL parent_incident_id ref parent_problem_id Problem true DEL_MANUAL parent_problem_id ref parent_change_id Change true DEL_MANUAL parent_change_id ref UserRequest parent_request_id none 0 0 public_log true 1 2 3 4 user_satisfaction 1 true user_commment true status ev_assign assigned SetAssignedDate ev_timeout escalated_tto ev_wait_for_approval waiting_for_approval ev_autoresolve resolved SetResolveDate resolveChilds ev_assign assigned SetAssignedDate ev_pending pending SetLastPendingDate ev_resolve resolved SetResolveDate resolveChilds ev_reassign assigned ev_timeout escalated_ttr ev_autoresolve resolved SetResolveDate resolveChilds ev_pending pending SetLastPendingDate ev_resolve resolved SetResolveDate resolveChilds ev_reassign assigned ev_autoresolve resolved SetResolveDate resolveChilds ev_approve approved ev_reject rejected ev_timeout escalated_tto ev_assign assigned SetAssignedDate ev_autoresolve resolved SetResolveDate resolveChilds ev_reopen new ev_assign assigned ev_autoresolve resolved SetResolveDate resolveChilds ev_close closed SetClosureDate ev_reopen assigned ev_autoresolve resolved SetResolveDate resolveChilds false public LifecycleAction

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

false public LifecycleAction

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

false public LifecycleAction

Set('resolution_date', time());
                $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
		$this->Set('time_spent', $iTimeSpent);
		return true;
	}]]>

false public LifecycleAction

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

false public LifecycleAction

Set('approver_id', UserRights::GetUserId());
		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,
                                        4 => 4,
                        ),
                        // a group
                        2 => array(
                                1 => 1,
                                2 => 2,
                                3 => 3,
                                4 => 4,
                        ),
                        // a departement!
                        3 => array(
                                        1 => 2,
                                        2 => 3,
                                        3 => 3,
                                        4 => 4,
                        ),
                );
                $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('R-%06d', $iKey);
			$this->Set('ref', $sName);
		}

		return parent::ComputeValues();
	}]]>

false public Overload-cmdbAbstractObject

SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList'));
				$iTicketID = $this->GetKey();;
				$oKnownErrorSet = new CMDBObjectSet(DBObjectSearch::FromOQL("SELECT KnownError AS ke JOIN lnkErrorToFunctionalCI AS l1 ON l1.error_id=ke.id JOIN FunctionalCI AS ci ON l1.functionalci_id=ci.id JOIN lnkFunctionalCIToTicket AS l2 ON l2.functionalci_id=ci.id WHERE l2.ticket_id=$iTicketID"));
				$iNumberKE=$oKnownErrorSet->count();
				if ($iNumberKE > 0)
				{
					$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList')." ($iNumberKE)");
				}
				else
				{
					$oPage->SetCurrentTab(Dict::S('Class:UserRequest:KnownErrorList'));	
				}			
				self::DisplaySet($oPage, $oKnownErrorSet, array ('menu' => false));
			}
		}
	}]]>

/** * Get the icon representing this object * @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined) * @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file */ false public Overload-DBObject

Get('status');
		switch($this->GetState())
		{

			case 'escalated_tto':
			case 'escalated_ttr':
			$sIcon = self::MakeIconFromName('user-request-escalated.png');
			break;
			
			case 'resolved':
			case 'closed':
			$sIcon = self::MakeIconFromName('user-request-closed.png');
			break;

			case 'new':
			case 'approved':
			$sIcon = self::MakeIconFromName('user-request.png');
			$iEscalationDeadline = $this->Get('tto_escalation_deadline');
			if ($iEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
	
				$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
				if ($ratio <= 0)
				{
					$sIcon = self::MakeIconFromName('user-request-escalated.png');
				}
				else if ($ratio <= 0.25)
				{
					$sIcon = self::MakeIconFromName('user-request-deadline.png');
				}
			}
			break;
			
			case 'assigned':
			$sIcon = self::MakeIconFromName('user-request.png');
			$iEscalationDeadline = $this->Get('ttr_escalation_deadline');
			if ($iEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
				$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
				if ($ratio <= 0)
				{
					$sIcon = self::MakeIconFromName('user-request-escalated.png');
				}
				else if ($ratio <= 0.25)
				{
					$sIcon = self::MakeIconFromName('user-request-deadline.png');
				}
			}
			break;


			


			
			default:
			$sIcon = MetaModel::GetClassIcon(get_class($this), $bImgTag);
		}
		return $sIcon;
	}]]>

true protected Overload-DBObject

";
			}
			else
			{
				$sIcon  = $sPath;
			}
		}
		return $sIcon;
	}]]>

false public Overload-iDisplay

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

			case 'assigned':
			$iEscalationDeadline = $this->Get('ttr_escalation_deadline');
			if ($iEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
				$ratio = ($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 public LifecycleAction

Set("date", time());
		$sUserString = CMDBChange::GetCurrentUserName();
		$oMyChange->Set("userinfo", $sUserString."(automatic resolution)");
		$iChangeId = $oMyChange->DBInsert();
		$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
		$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
						array(),
						array(
							'ticket' => $this->GetKey(),
							)
						);
		while($oRequest = $oChildRequestSet->Fetch())
		{
			if ( $oRequest->Get('status') != 'resolved')
			{
				$oRequest->set('servicesubcategory_id',$this->Get('servicesubcategory_id'));
				$oRequest->set('service_id',$this->Get('service_id'));		
				$oRequest->set('team_id',$this->Get('team_id'));
				$oRequest->set('agent_id',$this->Get('agent_id'));	
				$oRequest->set('resolution_code',$this->Get('resolution_code'));
				$oRequest->set('solution','Automatically resolved by request:[[UserRequest:'.$this->Get('ref').']]');
				$oRequest->ApplyStimulus('ev_autoresolve');
				$oRequest->DBUpdateTracked($oMyChange);
			}
		}
		return true;

	}]]>

false public LifecycleAction

Set("date", time());
			$sUserString = CMDBChange::GetCurrentUserName();
			$oMyChange->Set("userinfo", $sUserString."(automatic update)");
			$iChangeId = $oMyChange->DBInsert();
			$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
			$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
							array(),
							array(
								'ticket' => $this->GetKey(),
								)
							);
			while($oRequest = $oChildRequestSet->Fetch())
			{
				$oRequest->set('public_log',$sLogPublic);
				$oRequest->DBUpdateTracked($oMyChange);
			}

		}
		$sLogPrivate = utils::ReadPostedParam('attr_private_log', null,false,'raw_data');
		if ( $sLogPrivate != null)
		{
			$oMyChange = MetaModel::NewObject("CMDBChange");
			$oMyChange->Set("date", time());
			$sUserString = CMDBChange::GetCurrentUserName();
			$oMyChange->Set("userinfo", $sUserString."(automatic update)");
			$iChangeId = $oMyChange->DBInsert();
			$sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
			$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
							array(),
							array(
								'ticket' => $this->GetKey(),
								)
							);
			while($oRequest = $oChildRequestSet->Fetch())
			{
				$oRequest->set('private_log',$sLogPrivate);
				$oRequest->DBUpdateTracked($oMyChange);
			}
		}
		return true;

	}]]>

false public LifecycleAction

Get('contacts_list');
		$oToImpact = $this->Get('functionalcis_list');

		$oImpactedInfras = DBObjectSet::FromLinkSet($this, 'functionalcis_list', 'functionalci_id');

		$aComputed = $oImpactedInfras->GetRelatedObjects('impacts', 10);

		if (isset($aComputed['FunctionalCI']) && is_array($aComputed['FunctionalCI']))
		{
			foreach($aComputed['FunctionalCI'] as $iKey => $oObject)
			{
				$oNewLink = new lnkFunctionalCIToTicket();
				$oNewLink->Set('functionalci_id', $iKey);
				$oNewLink->Set('impact', 'potentially impacted (automatically computed)');
				$oToImpact->AddObject($oNewLink);
			}
		}
		if (isset($aComputed['Contact']) && is_array($aComputed['Contact']))
		{
			foreach($aComputed['Contact'] as $iKey => $oObject)
			{
				$oNewLink = new lnkContactToTicket();
				$oNewLink->Set('contact_id', $iKey);
				$oNewLink->Set('role', 'contact automatically computed');
				$oToNotify->AddObject($oNewLink);
			}
		}
		parent::OnInsert();
	}]]>

false protected Overload-DBObject

ComputeImpactedItems();
		$this->Set('last_update', time());
		$this->Set('start_date', time());
	}]]>

false protected Overload-DBObject

Set('last_update', time());
		$this->UpdateChildRequestLog();
	}]]>

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10 20 30 40 50 60 70 80 90 100 110 120 130 140 150 160 170 180 190 200 210 220 230 240 10 20 30 40 50 60 1 0 Menu:RequestManagement itop-welcome-itil/images/user-request-deadline.png Open Requests SELECT UserRequest WHERE status != "closed" status new,assigned,escalated_tto,escalated_ttr,resolved 1 UI:WelcomeMenu:MyCalls SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved") true 30 0 RequestManagement overview.xml 1 RequestManagement UserRequest 2 RequestManagement UserRequest 3 RequestManagement 0 UserRequest:Shortcuts fast 1 UserRequest:Shortcuts fast 2 UserRequest:Shortcuts 1 fast 3 UserRequest:Shortcuts fast