* @author Romain Quetiez * @author Denis Flaven * @license http://www.opensource.org/licenses/gpl-3.0.html LGPL */]]> images/user-request.png service request issue information 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', $sName); } return parent::ComputeValues(); }]]> Get('status'); switch($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': $sIcon = self::MakeIconFromName('user-request.png'); $oEscalationDeadline = $this->Get('tto_escalation_deadline'); if ($oEscalationDeadline != null) { // A SLA is running $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline); $ratio = ($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'); $oEscalationDeadline = $this->Get('ttr_escalation_deadline'); if ($oEscalationDeadline != null) { // A SLA is running $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline); $ratio = ($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; }]]> "; } else { $sIcon = $sPath; } } return $sIcon; }]]>

document_list ci_list contact_list incident_list ref title org_id status priority request_type service_id servicesubcategory_id product impact urgency description resolution_code solution user_satisfaction user_commment freeze_reason start_date last_update assignment_date tto_escalation_deadline ttr_escalation_deadline close_date closure_deadline caller_id workgroup_id agent_id related_problem_id related_change_id

ref title org_id request_type start_date status caller_id service_id servicesubcategory_id product impact urgency priority workgroup_id agent_id agent_email close_date resolution_code solution user_satisfaction user_commment title org_id start_date status service_id priority workgroup_id agent_id