ITSSTOOLS/datamodels/2.x/itop-request-mgmt-itil/datamodel.itop-request-mgmt-itil.xml

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.0">
  <classes>
    <class id="UserRequest" _delta="define">
      <parent>Ticket</parent>
      <properties>
        <comment><![CDATA[/**
 * Persistent classes for a CMDB
 *
 * @copyright   Copyright (C) 2010-2012 Combodo SARL
 * @license     http://opensource.org/licenses/AGPL-3.0
 */]]></comment>
        <category>bizmodel,searchable,requestmgmt</category>
        <abstract>false</abstract>
        <key_type>autoincrement</key_type>
        <db_table>ticket_request</db_table>
        <db_key_field>id</db_key_field>
        <db_final_class_field/>
        <naming>
          <format>%1$s</format>
          <attributes>
            <attribute id="ref"/>
          </attributes>
        </naming>
        <display_template/>
        <icon>images/user-request.png</icon>
        <reconciliation>
          <attributes>
            <attribute id="ref"/>
          </attributes>
        </reconciliation>
        <order>
          <columns>
            <column id="ref" ascending="false"/>
          </columns>
        </order>
      </properties>
      <fields>
        <field id="status" xsi:type="AttributeEnum">
          <always_load_in_tables>true</always_load_in_tables>
          <values>
            <value>new</value>
            <value>waiting_for_approval</value>
            <value>approved</value>
            <value>rejected</value>
            <value>assigned</value>
            <value>pending</value>
            <value>escalated_tto</value>
            <value>escalated_ttr</value>
            <value>resolved</value>
            <value>closed</value>
          </values>
          <sql>status</sql>
          <default_value>new</default_value>
          <is_null_allowed>false</is_null_allowed>
        </field>
        <field id="request_type" xsi:type="AttributeEnum">
          <values>
            <value>service_request</value>
          </values>
          <sql>request_type</sql>
          <default_value>service_request</default_value>
          <is_null_allowed>true</is_null_allowed>
          <display_style>list</display_style>
        </field>
        <field id="impact" xsi:type="AttributeEnum">
          <values>
            <value>1</value>
            <value>2</value>
            <value>3</value>
          </values>
          <sql>impact</sql>
          <default_value>1</default_value>
          <is_null_allowed>false</is_null_allowed>
          <display_style>list</display_style>
        </field>
        <field id="priority" xsi:type="AttributeEnum">
          <values>
            <value>1</value>
            <value>2</value>
            <value>3</value>
            <value>4</value>
          </values>
          <sql>priority</sql>
          <default_value>4</default_value>
          <is_null_allowed>false</is_null_allowed>
        </field>
        <field id="urgency" xsi:type="AttributeEnum">
          <values>
            <value>1</value>
            <value>2</value>
            <value>3</value>
            <value>4</value>
          </values>
          <sql>urgency</sql>
          <default_value>4</default_value>
          <is_null_allowed>false</is_null_allowed>
        </field>
        <field id="origin" xsi:type="AttributeEnum">
          <values>
            <value>mail</value>
            <value>phone</value>
            <value>portal</value>
          </values>
          <sql>origin</sql>
          <default_value>phone</default_value>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="approver_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT Person WHERE org_id= :this->org_id]]></filter>
          <dependencies>
            <attribute id="org_id"/>
          </dependencies>
          <sql>approver_id</sql>
          <target_class>Person</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="approver_email" xsi:type="AttributeExternalField">
          <extkey_attcode>approver_id</extkey_attcode>
          <target_attcode>email</target_attcode>
        </field>
        <field id="service_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id WHERE cc.org_id = :this->org_id]]></filter>
          <dependencies>
            <attribute id="org_id"/>
          </dependencies>
          <sql>service_id</sql>
          <target_class>Service</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="service_name" xsi:type="AttributeExternalField">
          <extkey_attcode>service_id</extkey_attcode>
          <target_attcode>name</target_attcode>
        </field>
        <field id="servicesubcategory_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT ServiceSubcategory WHERE service_id = :this->service_id AND request_type = :this->request_type]]></filter>
          <dependencies>
            <attribute id="service_id"/>
            <attribute id="request_type"/>
          </dependencies>
          <sql>servicesubcategory_id</sql>
          <target_class>ServiceSubcategory</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
          <jointype/>
        </field>
        <field id="servicesubcategory_name" xsi:type="AttributeExternalField">
          <extkey_attcode>servicesubcategory_id</extkey_attcode>
          <target_attcode>name</target_attcode>
        </field>
        <field id="escalation_flag" xsi:type="AttributeEnum">
          <values>
            <value>yes</value>
            <value>no</value>
          </values>
          <sql>escalation_flag</sql>
          <default_value>no</default_value>
          <is_null_allowed>true</is_null_allowed>
          <display_style>list</display_style>
        </field>
        <field id="escalation_reason" xsi:type="AttributeString">
          <sql>escalation_reason</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="assignment_date" xsi:type="AttributeDateTime">
          <sql>assignment_date</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="resolution_date" xsi:type="AttributeDateTime">
          <sql>resolution_date</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="last_pending_date" xsi:type="AttributeDateTime">
          <sql>last_pending_date</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="cumulatedpending" xsi:type="AttributeStopWatch">
          <states>
            <state id="pending"/>
          </states>
          <working_time/>
          <thresholds/>
          <goal/>
        </field>
        <field id="tto" xsi:type="AttributeStopWatch">
          <always_load_in_tables>true</always_load_in_tables>
          <states>
            <state id="new"/>
            <state id="escalated_tto"/>
          </states>
          <working_time/>
          <goal>ResponseTicketTTO</goal>
          <thresholds>
            <threshold>
              <percent>75</percent>
              <actions>
		</actions>
            </threshold>
            <threshold>
              <percent>100</percent>
              <actions>
                <action>
                  <verb>ApplyStimulus</verb>
                  <params>
                    <param>ev_timeout</param>
                  </params>
                </action>
              </actions>
            </threshold>
          </thresholds>
        </field>
        <field id="ttr" xsi:type="AttributeStopWatch">
          <always_load_in_tables>true</always_load_in_tables>
          <states>
            <state id="new"/>
            <state id="escalated_tto"/>
            <state id="assigned"/>
            <state id="approved"/>
            <state id="escalated_ttr"/>
          </states>
          <working_time/>
          <goal>ResponseTicketTTR</goal>
          <thresholds>
            <threshold>
              <percent>75</percent>
              <actions>
		</actions>
            </threshold>
            <threshold>
              <percent>100</percent>
              <actions>
                <action>
                  <verb>ApplyStimulus</verb>
                  <params>
                    <param>ev_timeout</param>
                  </params>
                </action>
              </actions>
            </threshold>
          </thresholds>
        </field>
        <field id="tto_escalation_deadline" xsi:type="AttributeSubItem">
          <target_attcode>tto</target_attcode>
          <item_code>100_deadline</item_code>
        </field>
        <field id="sla_tto_passed" xsi:type="AttributeSubItem">
          <target_attcode>tto</target_attcode>
          <item_code>100_passed</item_code>
        </field>
        <field id="sla_tto_over" xsi:type="AttributeSubItem">
          <target_attcode>tto</target_attcode>
          <item_code>100_overrun</item_code>
        </field>
        <field id="ttr_escalation_deadline" xsi:type="AttributeSubItem">
          <target_attcode>ttr</target_attcode>
          <item_code>100_deadline</item_code>
        </field>
        <field id="sla_ttr_passed" xsi:type="AttributeSubItem">
          <target_attcode>ttr</target_attcode>
          <item_code>100_passed</item_code>
        </field>
        <field id="sla_ttr_over" xsi:type="AttributeSubItem">
          <target_attcode>ttr</target_attcode>
          <item_code>100_overrun</item_code>
        </field>
        <field id="time_spent" xsi:type="AttributeDuration">
          <sql>time_spent</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="resolution_code" xsi:type="AttributeEnum">
          <values>
            <value>assistance</value>
            <value>other</value>
            <value>software patch</value>
            <value>training</value>
            <value>hardware repair</value>
            <value>system update</value>
            <value>bug fixed</value>
          </values>
          <sql>resolution_code</sql>
          <default_value>assistance</default_value>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="solution" xsi:type="AttributeText">
          <sql>solution</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="pending_reason" xsi:type="AttributeText">
          <sql>pending_reason</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="parent_request_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT UserRequest WHERE id != :this->id AND status NOT IN ('rejected','resolved','closed')]]></filter>
          <dependencies>
          </dependencies>
          <sql>parent_request_id</sql>
          <target_class>UserRequest</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="parent_request_ref" xsi:type="AttributeExternalField">
          <extkey_attcode>parent_request_id</extkey_attcode>
          <target_attcode>ref</target_attcode>
        </field>
        <field id="parent_incident_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT Incident WHERE status != "closed"]]></filter>
          <sql>parent_incident_id</sql>
          <target_class>Incident</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="parent_incident_ref" xsi:type="AttributeExternalField">
          <extkey_attcode>parent_incident_id</extkey_attcode>
          <target_attcode>ref</target_attcode>
        </field>
        <field id="parent_problem_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT Problem WHERE status != "closed"]]></filter>
          <sql>parent_problem_id</sql>
          <target_class>Problem</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="parent_problem_ref" xsi:type="AttributeExternalField">
          <extkey_attcode>parent_problem_id</extkey_attcode>
          <target_attcode>ref</target_attcode>
        </field>
        <field id="parent_change_id" xsi:type="AttributeExternalKey">
          <filter><![CDATA[SELECT Change WHERE status != "closed"]]></filter>
          <sql>parent_change_id</sql>
          <target_class>Change</target_class>
          <is_null_allowed>true</is_null_allowed>
          <on_target_delete>DEL_MANUAL</on_target_delete>
        </field>
        <field id="parent_change_ref" xsi:type="AttributeExternalField">
          <extkey_attcode>parent_change_id</extkey_attcode>
          <target_attcode>ref</target_attcode>
        </field>
        <field id="related_request_list" xsi:type="AttributeLinkedSet">
          <linked_class>UserRequest</linked_class>
          <ext_key_to_me>parent_request_id</ext_key_to_me>
          <edit_mode>none</edit_mode>
          <count_min>0</count_min>
          <count_max>0</count_max>
        </field>
        <field id="public_log" xsi:type="AttributeCaseLog">
          <sql>public_log</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="user_satisfaction" xsi:type="AttributeEnum">
          <values>
            <value>1</value>
            <value>2</value>
            <value>3</value>
            <value>4</value>
          </values>
          <sql>user_satisfaction</sql>
          <default_value>1</default_value>
          <is_null_allowed>true</is_null_allowed>
        </field>
        <field id="user_comment" xsi:type="AttributeText">
          <sql>user_commment</sql>
          <default_value/>
          <is_null_allowed>true</is_null_allowed>
        </field>
      </fields>
      <lifecycle>
        <attribute>status</attribute>
        <stimuli>
          <stimulus id="ev_assign" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_reassign" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_approve" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_reject" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_pending" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_timeout" xsi:type="StimulusInternal"/>
          <stimulus id="ev_autoresolve" xsi:type="StimulusInternal"/>
          <stimulus id="ev_autoclose" xsi:type="StimulusInternal"/>
          <stimulus id="ev_resolve" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_close" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_reopen" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_wait_for_approval" xsi:type="StimulusUserAction"/>
        </stimuli>
        <states>
          <state id="new">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="team_id">
                <hidden/>
              </attribute>
              <attribute id="agent_id">
                <hidden/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="approver_id">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="escalation_flag">
                <hidden/>
              </attribute>
              <attribute id="escalation_reason">
                <hidden/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_passed">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_over">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_assign</stimulus>
                <target>assigned</target>
                <actions>
                  <action>
                    <verb>SetAssignedDate</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_timeout</stimulus>
                <target>escalated_tto</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_wait_for_approval</stimulus>
                <target>waiting_for_approval</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_autoresolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="escalated_tto">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <hidden/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="approver_id">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="escalation_flag">
                <hidden/>
              </attribute>
              <attribute id="escalation_reason">
                <hidden/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_passed">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_over">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_assign</stimulus>
                <target>assigned</target>
                <actions>
                  <action>
                    <verb>SetAssignedDate</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="assigned">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="team_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <read_only/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_passed">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_over">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_pending</stimulus>
                <target>pending</target>
                <actions>
                  <action>
                    <verb>SetLastPendingDate</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_resolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_reassign</stimulus>
                <target>assigned</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_timeout</stimulus>
                <target>escalated_ttr</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_autoresolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="escalated_ttr">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="team_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <read_only/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_passed">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_over">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_pending</stimulus>
                <target>pending</target>
                <actions>
                  <action>
                    <verb>SetLastPendingDate</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_resolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_reassign</stimulus>
                <target>assigned</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_autoresolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="waiting_for_approval">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <hidden/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="approver_id">
                <must_prompt/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="escalation_flag">
                <hidden/>
              </attribute>
              <attribute id="escalation_reason">
                <hidden/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_passed">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_over">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_approve</stimulus>
                <target>approved</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_reject</stimulus>
                <target>rejected</target>
                <actions/>
              </transition>
            </transitions>
          </state>
          <state id="approved">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <hidden/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="escalation_flag">
                <hidden/>
              </attribute>
              <attribute id="escalation_reason">
                <hidden/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_passed">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_over">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_timeout</stimulus>
                <target>escalated_tto</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_assign</stimulus>
                <target>assigned</target>
                <actions>
                  <action>
                    <verb>SetAssignedDate</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_autoresolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="rejected">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <hidden/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="approver_id">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="escalation_flag">
                <hidden/>
              </attribute>
              <attribute id="escalation_reason">
                <hidden/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_passed">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_over">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_reopen</stimulus>
                <target>new</target>
                <actions/>
              </transition>
            </transitions>
          </state>
          <state id="pending">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <mandatory/>
              </attribute>
              <attribute id="team_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <read_only/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="last_pending_date">
                <read_only/>
              </attribute>
              <attribute id="time_spent">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="pending_reason">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_passed">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_over">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_assign</stimulus>
                <target>assigned</target>
                <actions>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_autoresolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="resolved">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="origin">
                <read_only/>
              </attribute>
              <attribute id="team_id">
                <read_only/>
              </attribute>
              <attribute id="agent_id">
                <read_only/>
              </attribute>
              <attribute id="impact">
                <read_only/>
              </attribute>
              <attribute id="urgency">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="service_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="servicesubcategory_id">
                <must_prompt/>
              </attribute>
              <attribute id="escalation_flag">
                <read_only/>
              </attribute>
              <attribute id="escalation_reason">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <read_only/>
              </attribute>
              <attribute id="resolution_date">
                <read_only/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <read_only/>
              </attribute>
              <attribute id="resolution_code">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="solution">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="pending_reason">
                <read_only/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_comment">
                <hidden/>
              </attribute>
              <attribute id="parent_request_id">
                <read_only/>
              </attribute>
              <attribute id="parent_change_id">
                <read_only/>
              </attribute>
              <attribute id="parent_problem_id">
                <read_only/>
              </attribute>
              <attribute id="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_passed">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_over">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <read_only/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <read_only/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_close</stimulus>
                <target>closed</target>
                <actions>
                  <action>
                    <verb>SetClosureDate</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_reopen</stimulus>
                <target>assigned</target>
                <actions>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_autoresolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>resolveChilds</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="closed">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="origin">
                <read_only/>
              </attribute>
              <attribute id="team_id">
                <read_only/>
              </attribute>
              <attribute id="agent_id">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="private_log">
                <read_only/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="impact">
                <read_only/>
              </attribute>
              <attribute id="urgency">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="service_id">
                <read_only/>
              </attribute>
              <attribute id="servicesubcategory_id">
                <read_only/>
              </attribute>
              <attribute id="escalation_flag">
                <read_only/>
              </attribute>
              <attribute id="escalation_reason">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <read_only/>
              </attribute>
              <attribute id="resolution_date">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <read_only/>
              </attribute>
              <attribute id="last_pending_date">
                <hidden/>
              </attribute>
              <attribute id="time_spent">
                <read_only/>
              </attribute>
              <attribute id="resolution_code">
                <read_only/>
              </attribute>
              <attribute id="solution">
                <read_only/>
              </attribute>
              <attribute id="pending_reason">
                <read_only/>
              </attribute>
              <attribute id="public_log">
                <read_only/>
              </attribute>
              <attribute id="user_satisfaction">
                <must_prompt/>
              </attribute>
              <attribute id="user_comment">
                <must_prompt/>
              </attribute>
              <attribute id="pending_reason">
                <read_only/>
              </attribute>
              <attribute id="parent_request_id">
                <read_only/>
              </attribute>
              <attribute id="parent_change_id">
                <read_only/>
              </attribute>
              <attribute id="parent_problem_id">
                <read_only/>
              </attribute>
              <attribute id="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_tto_passed">
                <read_only/>
              </attribute>
              <attribute id="sla_tto_over">
                <read_only/>
              </attribute>
              <attribute id="sla_ttr_passed">
                <read_only/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <read_only/>
              </attribute>
              <attribute id="functionalcis_list">
                <read_only/>
              </attribute>
              <attribute id="contacts_list">
                <read_only/>
              </attribute>
            </flags>
            <transitions/>
          </state>
        </states>
      </lifecycle>
      <methods>
        <method id="SetAssignedDate">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetAssignedDate($sStimulusCode)
	{
		$this->Set('assignment_date', time());
		return true;
	}]]></code>
        </method>
        <method id="SetLastPendingDate">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetLastPendingDate($sStimulusCode)
	{
		$this->Set('last_pending_date', time());
		return true;
	}]]></code>
        </method>
        <method id="SetResolveDate">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetResolveDate($sStimulusCode)
	{
		$this->Set('resolution_date', time());
                $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
		$this->Set('time_spent', $iTimeSpent);
		return true;
	}]]></code>
        </method>
        <method id="SetClosureDate">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetClosureDate($sStimulusCode)
	{
		$this->Set('close_date', time());
		return true;
	}]]></code>
        </method>
        <method id="SetApprover">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetApprover($sStimulusCode)
	{
		$this->Set('approver_id', UserRights::GetUserId());
		return true;
	}]]></code>
        </method>
        <method id="DoCheckToWrite">
          <static>false</static>
          <access>public</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[public function DoCheckToWrite()
  {
    parent::DoCheckToWrite();
    if (!$this->IsNew() && ($this->Get('parent_request_id') == $this->GetKey()))
    {
      $this->m_aCheckIssues[] = Dict::Format('Class:UserRequest/Error:CannotAssignParentRequestIdToSelf');
    }
  }]]></code>
        </method>
        <method id="ComputePriority">
          <comment>/** Compute the priority of the ticket based on its impact and urgency&#13;
         * @return integer The priority of the ticket 1(high) .. 3(low)&#13;
         */</comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[        public function ComputePriority()
        {
                // priority[impact][urgency]
                $aPriorities = array(
                        // single person
                        1 => 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;              
        }]]></code>
        </method>
        <method id="ComputeValues">
          <static>false</static>
          <access>public</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	public function ComputeValues()
	{

		// Compute the priority of the ticket
		$this->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();
	}]]></code>
        </method>
        <method id="DisplayBareRelations">
          <static>false</static>
          <access>public</access>
          <type>Overload-cmdbAbstractObject</type>
          <code><![CDATA[	function DisplayBareRelations(WebPage $oPage, $bEditMode = false)
	{
		parent::DisplayBareRelations($oPage, $bEditMode);

		if (!$bEditMode)
		{

			if (MetaModel::IsValidClass('KnownError'))
			{			
				//Search for known errors
				$oPage->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));
			}
		}
	}]]></code>
        </method>
        <method id="GetIcon">
          <comment>/**&#13;
	 * Get the icon representing this object&#13;
	 * @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined)&#13;
	 * @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file&#13;
	 */</comment>
          <static>false</static>
          <access>public</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	public function GetIcon($bImgTag = true)
	{
		$sStatus = $this->Get('status');
		switch($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 $sIcon;
	}]]></code>
        </method>
        <method id="MakeIconFromName">
          <static>true</static>
          <access>protected</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	protected static function MakeIconFromName($sIconName, $bImgTag = true)
	{
		$sIcon = '';
		if ($sIconName != '')
		{
			$sPath = '../env-'.utils::GetCurrentEnvironment().'/itop-request-mgmt-itil/images/'.$sIconName;
			if ($bImgTag)
			{
				$sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
			}
			else
			{
				$sIcon  = $sPath;
			}
		}
		return $sIcon;
	}]]></code>
        </method>
        <method id="GetHilightClass">
          <static>false</static>
          <access>public</access>
          <type>Overload-iDisplay</type>
          <code><![CDATA[	public function GetHilightClass()
	{
		$sHilightClass = '';
		switch($this->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 $sHilightClass;
	}]]></code>
        </method>
        <method id="resolveChilds">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function resolveChilds($sStimulusCode)
	{
				
		$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->DBUpdate();
			}
		}
		return true;

	}]]></code>
        </method>
        <method id="UpdateChildRequestLog">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function UpdateChildRequestLog()
	{
		$oLog = $this->Get('public_log');
		$sLogPublic = $oLog->GetModifiedEntry();
		if ($sLogPublic != '')
		{
			$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->DBUpdate();
			}

		}
		$oLog = $this->Get('private_log');
		$sLogPrivate = $oLog->GetModifiedEntry();
		if ($sLogPrivate != '')
		{
			$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->DBUpdate();
			}
		}
		return true;

	}]]></code>
        </method>
        <method id="ComputeImpactedItems">
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function ComputeImpactedItems()
	{
		$oToNotify = $this->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();
	}]]></code>
        </method>
        <method id="OnInsert">
          <static>false</static>
          <access>protected</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	protected function OnInsert()

	{
		$this->ComputeImpactedItems();
		$this->Set('last_update', time());
		$this->Set('start_date', time());
	}]]></code>
        </method>
        <method id="OnUpdate">
          <static>false</static>
          <access>protected</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	protected function OnUpdate()
	{
		$this->Set('last_update', time());
		$this->UpdateChildRequestLog();
	}]]></code>
        </method>
      </methods>
      <presentation>
        <details>
          <items>
            <item id="functionalcis_list">
              <rank>10</rank>
            </item>
            <item id="contacts_list">
              <rank>20</rank>
            </item>
            <item id="related_request_list">
              <rank>30</rank>
            </item>
            <item id="workorders_list">
              <rank>40</rank>
            </item>
            <item id="col:col1">
              <rank>50</rank>
              <items>
                <item id="fieldset:Ticket:baseinfo">
                  <rank>10</rank>
                  <items>
                    <item id="org_id">
                      <rank>10</rank>
                    </item>
                    <item id="caller_id">
                      <rank>20</rank>
                    </item>
                    <item id="status">
                      <rank>30</rank>
                    </item>
                    <item id="origin">
                      <rank>40</rank>
                    </item>
                    <item id="title">
                      <rank>50</rank>
                    </item>
                    <item id="description">
                      <rank>60</rank>
                    </item>
                  </items>
                </item>
                <item id="fieldset:Ticket:moreinfo">
                  <rank>20</rank>
                  <items>
                    <item id="service_id">
                      <rank>10</rank>
                    </item>
                    <item id="servicesubcategory_id">
                      <rank>20</rank>
                    </item>
                    <item id="escalation_flag">
                      <rank>30</rank>
                    </item>
                    <item id="escalation_reason">
                      <rank>40</rank>
                    </item>
                    <item id="pending_reason">
                      <rank>50</rank>
                    </item>
                  </items>
                </item>
              </items>
            </item>
            <item id="col:col2">
              <rank>60</rank>
              <items>
                <item id="fieldset:Ticket:Type">
                  <rank>10</rank>
                  <items>
                    <item id="request_type">
                      <rank>10</rank>
                    </item>
                    <item id="impact">
                      <rank>20</rank>
                    </item>
                    <item id="urgency">
                      <rank>30</rank>
                    </item>
                    <item id="priority">
                      <rank>40</rank>
                    </item>
                  </items>
                </item>
                <item id="fieldset:Ticket:contact">
                  <rank>20</rank>
                  <items>
                    <item id="team_id">
                      <rank>10</rank>
                    </item>
                    <item id="agent_id">
                      <rank>20</rank>
                    </item>
                    <item id="approver_id">
                      <rank>30</rank>
                    </item>
                  </items>
                </item>
                <item id="fieldset:Ticket:date">
                  <rank>30</rank>
                  <items>
                    <item id="start_date">
                      <rank>10</rank>
                    </item>
                    <item id="last_update">
                      <rank>20</rank>
                    </item>
                    <item id="assignment_date">
                      <rank>30</rank>
                    </item>
                    <item id="tto_escalation_deadline">
                      <rank>40</rank>
                    </item>
                    <item id="ttr_escalation_deadline">
                      <rank>50</rank>
                    </item>
                    <item id="last_pending_date">
                      <rank>60</rank>
                    </item>
                    <item id="resolution_date">
                      <rank>70</rank>
                    </item>
                    <item id="close_date">
                      <rank>80</rank>
                    </item>
                  </items>
                </item>
              </items>
            </item>
            <item id="col:col3">
              <rank>70</rank>
              <items>
                <item id="fieldset:Ticket:relation">
                  <rank>10</rank>
                  <items>
                    <item id="parent_request_id">
                      <rank>10</rank>
                    </item>
                    <item id="parent_incident_id">
                      <rank>20</rank>
                    </item>
                    <item id="parent_problem_id">
                      <rank>30</rank>
                    </item>
                    <item id="parent_change_id">
                      <rank>40</rank>
                    </item>
                  </items>
                </item>
                <item id="fieldset:Ticket:resolution">
                  <rank>20</rank>
                  <items>
                    <item id="resolution_code">
                      <rank>10</rank>
                    </item>
                    <item id="solution">
                      <rank>20</rank>
                    </item>
                    <item id="time_spent">
                      <rank>30</rank>
                    </item>
                    <item id="user_satisfaction">
                      <rank>40</rank>
                    </item>
                    <item id="user_comment">
                      <rank>50</rank>
                    </item>
                  </items>
                </item>
                <item id="fieldset:Ticket:SLA">
                  <rank>30</rank>
                  <items>
                    <item id="sla_tto_passed">
                      <rank>10</rank>
                    </item>
                    <item id="sla_tto_over">
                      <rank>20</rank>
                    </item>
                    <item id="sla_ttr_passed">
                      <rank>30</rank>
                    </item>
                    <item id="sla_ttr_over">
                      <rank>40</rank>
                    </item>
                  </items>
                </item>
              </items>
            </item>
          </items>
        </details>
        <search>
          <items>
            <item id="ref">
              <rank>10</rank>
            </item>
            <item id="org_id">
              <rank>20</rank>
            </item>
            <item id="title">
              <rank>30</rank>
            </item>
            <item id="description">
              <rank>40</rank>
            </item>
            <item id="start_date">
              <rank>50</rank>
            </item>
            <item id="resolution_date">
              <rank>70</rank>
            </item>
            <item id="close_date">
              <rank>80</rank>
            </item>
            <item id="status">
              <rank>90</rank>
            </item>
            <item id="caller_id">
              <rank>100</rank>
            </item>
            <item id="origin">
              <rank>110</rank>
            </item>
            <item id="request_type">
              <rank>120</rank>
            </item>
            <item id="impact">
              <rank>130</rank>
            </item>
            <item id="urgency">
              <rank>140</rank>
            </item>
            <item id="priority">
              <rank>150</rank>
            </item>
            <item id="service_id">
              <rank>160</rank>
            </item>
            <item id="servicesubcategory_id">
              <rank>170</rank>
            </item>
            <item id="team_id">
              <rank>180</rank>
            </item>
            <item id="agent_id">
              <rank>190</rank>
            </item>
            <item id="escalation_flag">
              <rank>200</rank>
            </item>
            <item id="resolution_code">
              <rank>210</rank>
            </item>
            <item id="user_satisfaction">
              <rank>220</rank>
            </item>
            <item id="sla_tto_passed">
              <rank>230</rank>
            </item>
            <item id="sla_ttr_passed">
              <rank>240</rank>
            </item>
          </items>
        </search>
        <list>
          <items>
            <item id="title">
              <rank>10</rank>
            </item>
            <item id="org_id">
              <rank>20</rank>
            </item>
            <item id="caller_id">
              <rank>30</rank>
            </item>
            <item id="start_date">
              <rank>40</rank>
            </item>
            <item id="status">
              <rank>50</rank>
            </item>
            <item id="agent_id">
              <rank>60</rank>
            </item>
          </items>
        </list>
      </presentation>
    </class>
  </classes>
  <menus>
    <menu id="WelcomeMenuPage" xsi:type="DashboardMenuNode" _delta="must_exist">
      <definition>
        <cells>
          <cell id="1" _delta="define">
            <rank>1</rank>
            <dashlets>
              <dashlet id="11" xsi:type="DashletHeaderDynamic">
                <rank>0</rank>
                <title>Menu:RequestManagement</title>
                <icon>itop-welcome-itil/images/user-request-deadline.png</icon>
                <subtitle>Open Requests</subtitle>
                <query>SELECT UserRequest WHERE status != "closed"</query>
                <group_by>status</group_by>
                <values>new,assigned,escalated_tto,escalated_ttr,resolved</values>
              </dashlet>
              <dashlet id="12" xsi:type="DashletObjectList">
                <rank>1</rank>
                <title>UI:WelcomeMenu:MyCalls</title>
                <query>SELECT UserRequest AS i WHERE i.agent_id = :current_contact_id AND status NOT IN ("closed", "resolved")</query>
                <menu>true</menu>
              </dashlet>
            </dashlets>
          </cell>
        </cells>
      </definition>
    </menu>
    <menu id="RequestManagement" xsi:type="MenuGroup" _delta="define">
      <rank>30</rank>
      <enable_stimulus/>
    </menu>
    <menu id="UserRequest:Overview" xsi:type="DashboardMenuNode" _delta="define">
      <rank>0</rank>
      <parent>RequestManagement</parent>
      <definition>
        <layout>DashboardLayoutTwoCols</layout>
        <title>UI:RequestMgmtMenuOverview:Title</title>
        <cells>
          <cell id="0">
            <rank>0</rank>
            <dashlets>
              <dashlet id="1" xsi:type="DashletGroupByPie">
                <rank>0</rank>
                <title>UI-RequestManagementOverview-RequestByType-last-14-days</title>
                <query>SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) &lt; start_date</query>
                <group_by>request_type</group_by>
                <style>pie</style>
              </dashlet>
            </dashlets>
          </cell>
          <cell id="1">
            <rank>1</rank>
            <dashlets>
              <dashlet id="2" xsi:type="DashletGroupByBars">
                <rank>0</rank>
                <title>UI-RequestManagementOverview-Last-14-days</title>
                <query>SELECT UserRequest WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) &lt; start_date</query>
                <group_by>start_date:day_of_month</group_by>
                <style>bars</style>
              </dashlet>
            </dashlets>
          </cell>
          <cell id="2">
            <rank>2</rank>
            <dashlets>
              <dashlet id="3" xsi:type="DashletGroupByTable">
                <rank>0</rank>
                <title>UI-RequestManagementOverview-OpenRequestByStatus</title>
                <query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
                <group_by>status</group_by>
                <style>table</style>
              </dashlet>
            </dashlets>
          </cell>
          <cell id="3">
            <rank>3</rank>
            <dashlets>
              <dashlet id="4" xsi:type="DashletGroupByTable">
                <rank>0</rank>
                <title>UI-RequestManagementOverview-OpenRequestByAgent</title>
                <query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
                <group_by>agent_id</group_by>
                <style>table</style>
              </dashlet>
            </dashlets>
          </cell>
          <cell id="4">
            <rank>4</rank>
            <dashlets>
              <dashlet id="5" xsi:type="DashletGroupByTable">
                <rank>0</rank>
                <title>UI-RequestManagementOverview-OpenRequestByType</title>
                <query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
                <group_by>finalclass</group_by>
                <style>table</style>
              </dashlet>
            </dashlets>
          </cell>
          <cell id="5">
            <rank>5</rank>
            <dashlets>
              <dashlet id="6" xsi:type="DashletGroupByTable">
                <rank>0</rank>
                <title>UI-RequestManagementOverview-OpenRequestByCustomer</title>
                <query>SELECT UserRequest WHERE status NOT IN ('closed','rejected')</query>
                <group_by>org_id</group_by>
                <style>table</style>
              </dashlet>
            </dashlets>
          </cell>
        </cells>
      </definition>
    </menu>
    <menu id="NewUserRequest" xsi:type="NewObjectMenuNode" _delta="define">
      <rank>1</rank>
      <parent>RequestManagement</parent>
      <class>UserRequest</class>
    </menu>
    <menu id="SearchUserRequests" xsi:type="SearchMenuNode" _delta="define">
      <rank>2</rank>
      <parent>RequestManagement</parent>
      <class>UserRequest</class>
    </menu>
    <menu id="UserRequest:Shortcuts" xsi:type="TemplateMenuNode" _delta="define">
      <rank>3</rank>
      <parent>RequestManagement</parent>
      <template_file/>
    </menu>
    <menu id="UserRequest:MyRequests" xsi:type="OQLMenuNode" _delta="define">
      <rank>0</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN ("closed","resolved")]]></oql>
      <do_search/>
      <auto_reload>fast</auto_reload>
    </menu>
    <menu id="UserRequest:EscalatedRequests" xsi:type="OQLMenuNode" _delta="define">
      <rank>1</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE status IN ("escalated_tto", "escalated_ttr") OR escalation_flag="yes"]]></oql>
      <do_search/>
      <auto_reload>fast</auto_reload>
    </menu>
    <menu id="UserRequest:OpenRequests" xsi:type="OQLMenuNode" _delta="define">
      <rank>2</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE status NOT IN ("closed")]]></oql>
      <do_search>1</do_search>
      <auto_reload>fast</auto_reload>
    </menu>
    <menu id="UserRequest:MySupportRequests" xsi:type="OQLMenuNode" _delta="define">
      <rank>3</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE caller_id = :current_contact_id AND status NOT IN ("closed")]]></oql>
      <do_search/>
      <auto_reload>fast</auto_reload>
    </menu>
  </menus>
</itop_design>