model.itop-incident-mgmt.php 10 KB

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  1. <?php
  2. // Copyright (C) 2010 Combodo SARL
  3. //
  4. // This program is free software; you can redistribute it and/or modify
  5. // it under the terms of the GNU General Public License as published by
  6. // the Free Software Foundation; version 3 of the License.
  7. //
  8. // This program is distributed in the hope that it will be useful,
  9. // but WITHOUT ANY WARRANTY; without even the implied warranty of
  10. // MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
  11. // GNU General Public License for more details.
  12. //
  13. // You should have received a copy of the GNU General Public License
  14. // along with this program; if not, write to the Free Software
  15. // Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA
  16. /**
  17. * Persistent classes for a CMDB
  18. *
  19. * @author Erwan Taloc <erwan.taloc@combodo.com>
  20. * @author Romain Quetiez <romain.quetiez@combodo.com>
  21. * @author Denis Flaven <denis.flaven@combodo.com>
  22. * @license http://www.opensource.org/licenses/gpl-3.0.html LGPL
  23. */
  24. class Incident extends ResponseTicket
  25. {
  26. public static function Init()
  27. {
  28. $aParams = array
  29. (
  30. "category" => "bizmodel,searchable,incidentmgmt",
  31. "key_type" => "autoincrement",
  32. "name_attcode" => "ref",
  33. "state_attcode" => "status",
  34. "reconc_keys" => array("ref"),
  35. "db_table" => "ticket_incident",
  36. "db_key_field" => "id",
  37. "db_finalclass_field" => "",
  38. "display_template" => "",
  39. "icon" => "../modules/itop-incident-mgmt-1.0.0/images/incident.png",
  40. );
  41. MetaModel::Init_Params($aParams);
  42. MetaModel::Init_InheritAttributes();
  43. MetaModel::Init_InheritLifecycle();
  44. MetaModel::Init_SetZListItems('details', array('ref', 'title', 'org_id', 'description', 'ticket_log', 'start_date', 'tto_escalation_deadline', 'ttr_escalation_deadline', 'document_list', 'ci_list', 'contact_list','incident_list', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'last_update', 'assignment_date', 'closure_deadline', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
  45. MetaModel::Init_SetZListItems('advanced_search', array('ref', 'title', 'org_id', 'start_date', 'status', 'caller_id', 'service_id', 'servicesubcategory_id', 'product', 'impact', 'urgency', 'priority', 'workgroup_id', 'agent_id', 'agent_email', 'related_problem_id', 'related_change_id', 'close_date', 'resolution_code', 'solution', 'user_satisfaction', 'user_commment'));
  46. MetaModel::Init_SetZListItems('standard_search', array('ref', 'title', 'org_id', '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'));
  47. MetaModel::Init_SetZListItems('list', array('title', 'org_id', 'start_date', 'status', 'service_id', 'priority', 'workgroup_id', 'agent_id'));
  48. }
  49. public function ComputeValues()
  50. {
  51. $sCurrRef = $this->Get('ref');
  52. if (strlen($sCurrRef) == 0)
  53. {
  54. $iKey = $this->GetKey();
  55. if ($iKey < 0)
  56. {
  57. // Object not yet in the Database
  58. $iKey = MetaModel::GetNextKey(get_class($this));
  59. }
  60. $sName = sprintf('I-%06d', $iKey);
  61. $this->Set('ref', $sName);
  62. }
  63. return parent::ComputeValues();
  64. }
  65. protected function OnInsert()
  66. {
  67. $oToNotify = $this->Get('contact_list');
  68. $oToImpact = $this->Get('ci_list');
  69. $oImpactedInfras = DBObjectSet::FromLinkSet($this, 'ci_list', 'ci_id');
  70. $aComputed = $oImpactedInfras->GetRelatedObjects('impacts', 10);
  71. if (isset($aComputed['FunctionalCI']) && is_array($aComputed['FunctionalCI']))
  72. {
  73. foreach($aComputed['FunctionalCI'] as $iKey => $oObject)
  74. {
  75. $oNewLink = new lnkTicketToCI();
  76. $oNewLink->Set('ci_id', $iKey);
  77. $oNewLink->Set('impact', 'potentially impacted (automatically computed)');
  78. $oToImpact->AddObject($oNewLink);
  79. }
  80. }
  81. if (isset($aComputed['Contact']) && is_array($aComputed['Contact']))
  82. {
  83. foreach($aComputed['Contact'] as $iKey => $oObject)
  84. {
  85. $oNewLink = new lnkTicketToContact();
  86. $oNewLink->Set('contact_id', $iKey);
  87. $oNewLink->Set('role', 'contact automatically computed');
  88. $oToNotify->AddObject($oNewLink);
  89. }
  90. }
  91. parent::OnInsert();
  92. }
  93. /**
  94. * Get the icon representing this object
  95. * @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined)
  96. * @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file
  97. */
  98. public function GetIcon($bImgTag = true)
  99. {
  100. $sStatus = $this->Get('status');
  101. switch($this->GetState())
  102. {
  103. case 'escalated_tto':
  104. case 'escalated_ttr':
  105. $sIcon = self::MakeIconFromName('incident-escalated.png');
  106. break;
  107. case 'resolved':
  108. case 'closed':
  109. $sIcon = self::MakeIconFromName('incident-closed.png');
  110. break;
  111. case 'new':
  112. $sIcon = self::MakeIconFromName('incident.png');
  113. $oEscalationDeadline = $this->Get('tto_escalation_deadline');
  114. if ($oEscalationDeadline != null)
  115. {
  116. // A SLA is running
  117. $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
  118. $iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
  119. $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
  120. if ($ratio <= 0)
  121. {
  122. $sIcon = self::MakeIconFromName('incident-escalated.png');
  123. }
  124. else if ($ratio <= 0.25)
  125. {
  126. $sIcon = self::MakeIconFromName('incident-deadline.png');
  127. }
  128. }
  129. break;
  130. case 'assigned':
  131. $sIcon = self::MakeIconFromName('incident.png');
  132. $oEscalationDeadline = $this->Get('ttr_escalation_deadline');
  133. if ($oEscalationDeadline != null)
  134. {
  135. // A SLA is running
  136. $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
  137. $iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
  138. $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
  139. if ($ratio <= 0)
  140. {
  141. $sIcon = self::MakeIconFromName('incident-escalated.png');
  142. }
  143. else if ($ratio <= 0.25)
  144. {
  145. $sIcon = self::MakeIconFromName('incident-deadline.png');
  146. }
  147. }
  148. break;
  149. default:
  150. $sIcon = MetaModel::GetClassIcon(get_class($this), $bImgTag);
  151. }
  152. return $sIcon;
  153. }
  154. protected static function MakeIconFromName($sIconName, $bImgTag = true)
  155. {
  156. $sIcon = '';
  157. if ($sIconName != '')
  158. {
  159. $sPath = '../modules/itop-incident-mgmt-1.0.0/images/'.$sIconName;
  160. if ($bImgTag)
  161. {
  162. $sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
  163. }
  164. else
  165. {
  166. $sIcon = $sPath;
  167. }
  168. }
  169. return $sIcon;
  170. }
  171. }
  172. class lnkTicketToIncident extends cmdbAbstractObject
  173. {
  174. public static function Init()
  175. {
  176. $aParams = array
  177. (
  178. "category" => "bizmodel,searchable,incidentmgmt,requestmgmt",
  179. "key_type" => "autoincrement",
  180. "name_attcode" => "ticket_id",
  181. "state_attcode" => "",
  182. "reconc_keys" => array("ticket_id","incident_id"),
  183. "db_table" => "lnktickettoincident",
  184. "db_key_field" => "id",
  185. "db_finalclass_field" => "",
  186. "display_template" => "",
  187. );
  188. MetaModel::Init_Params($aParams);
  189. MetaModel::Init_InheritAttributes();
  190. MetaModel::Init_AddAttribute(new AttributeExternalKey("ticket_id", array("targetclass"=>"Ticket", "jointype"=>null, "allowed_values"=>null, "sql"=>"ticket_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
  191. MetaModel::Init_AddAttribute(new AttributeExternalField("ticket_ref", array("allowed_values"=>null, "extkey_attcode"=>"ticket_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
  192. MetaModel::Init_AddAttribute(new AttributeExternalKey("incident_id", array("targetclass"=>"Incident", "jointype"=>null, "allowed_values"=>null, "sql"=>"incident_id", "is_null_allowed"=>false, "on_target_delete"=>DEL_AUTO, "depends_on"=>array())));
  193. MetaModel::Init_AddAttribute(new AttributeExternalField("incident_ref", array("allowed_values"=>null, "extkey_attcode"=>"incident_id", "target_attcode"=>"ref", "is_null_allowed"=>true, "depends_on"=>array())));
  194. MetaModel::Init_AddAttribute(new AttributeString("reason", array("allowed_values"=>null, "sql"=>"reason", "default_value"=>"", "is_null_allowed"=>true, "depends_on"=>array())));
  195. MetaModel::Init_SetZListItems('details', array('ticket_id', 'incident_id','reason'));
  196. MetaModel::Init_SetZListItems('advanced_search', array('ticket_id', 'incident_id'));
  197. MetaModel::Init_SetZListItems('standard_search', array('ticket_id', 'incident_id'));
  198. MetaModel::Init_SetZListItems('list', array('ticket_id', 'incident_id','reason'));
  199. }
  200. }
  201. $oMyMenuGroup = new MenuGroup('IncidentManagement', 40 /* fRank */);
  202. new TemplateMenuNode('Incident:Overview', '../modules/itop-incident-mgmt-1.0.0/overview.html', $oMyMenuGroup->GetIndex() /* oParent */, 0 /* fRank */);
  203. new NewObjectMenuNode('NewIncident', 'Incident', $oMyMenuGroup->GetIndex(), 1 /* fRank */);
  204. new SearchMenuNode('SearchIncidents', 'Incident', $oMyMenuGroup->GetIndex(), 2 /* fRank */);
  205. $oShortcutNode = new TemplateMenuNode('Incident:Shortcuts', '', $oMyMenuGroup->GetIndex(), 3 /* fRank */);
  206. $oNode = new OQLMenuNode('Incident:MyIncidents', 'SELECT Incident WHERE agent_id = :current_contact_id AND status NOT IN ("closed", "resolved")', $oShortcutNode->GetIndex(), 1 /* fRank */);
  207. $oNode->SetParameters(array('auto_reload' => 'fast'));
  208. $oNode = new OQLMenuNode('Incident:EscalatedIncidents', 'SELECT Incident WHERE status IN ("escalated_tto", "escalated_ttr")', $oShortcutNode->GetIndex(), 2 /* fRank */);
  209. $oNode->SetParameters(array('auto_reload' => 'fast'));
  210. $oNode = new OQLMenuNode('Incident:OpenIncidents', 'SELECT Incident WHERE status IN ("new", "assigned", "escalated_tto", "escalated_ttr", "resolved")', $oShortcutNode->GetIndex(), 3 /* fRank */);
  211. $oNode->SetParameters(array('auto_reload' => 'standard'));
  212. ?>