/** * 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'); } //echo "

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

\n"; $sOQL = "SELECT SLT AS slt JOIN lnkSLAToSLT AS l1 ON l1.slt_id=slt.id JOIN SLA AS sla ON l1.sla_id=sla.id JOIN lnkCustomerContractToService AS l2 ON l2.sla_id=sla.id JOIN CustomerContract AS sc ON l2.customercontract_id=sc.id WHERE slt.metric = :metric AND l2.service_id = :service AND sc.org_id = :customer AND slt.request_type = :request_type AND slt.priority = :priority"; $oSLTSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'metric' => $sMetric, 'service' => $oTicket->Get('service_id'), 'customer' => $oTicket->Get('org_id'), 'request_type' => $sRequestType, 'priority' => $oTicket->Get('priority'), ) ); $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; } } ?>