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="1.2">
  <constants>
    <constant id="PORTAL_TYPE_TO_CLASS" xsi:type="string" _delta="redefine"><![CDATA[{"service_request":"UserRequest","incident":"Incident"}]]></constant>
    <constant id="PORTAL_USERREQUEST_PUBLIC_LOG" xsi:type="string" _delta="define"><![CDATA[public_log]]></constant>
    <constant id="PORTAL_USERREQUEST_USER_COMMENT" xsi:type="string" _delta="define"><![CDATA[user_comment]]></constant>
    <constant id="PORTAL_USERREQUEST_FORM_ATTRIBUTES" xsi:type="string" _delta="define"><![CDATA[title,description,impact,urgency]]></constant>
    <constant id="PORTAL_USERREQUEST_TYPE" xsi:type="string" _delta="define"><![CDATA[]]></constant>
    <constant id="PORTAL_USERREQUEST_LIST_ZLIST" xsi:type="string" _delta="define"><![CDATA[finalclass,title,start_date,status,servicesubcategory_id,priority,caller_id]]></constant>
    <constant id="PORTAL_USERREQUEST_CLOSED_ZLIST" xsi:type="string" _delta="define"><![CDATA[title,start_date,close_date,servicesubcategory_id]]></constant>
    <constant id="PORTAL_USERREQUEST_DETAILS_ZLIST" xsi:type="string" _delta="define"><![CDATA[{"col:left":["ref","caller_id","servicesubcategory_id","title","description","solution"],"col:right":["status","priority","start_date","resolution_date","last_update","agent_id"]}]]></constant>
    <constant id="PORTAL_USERREQUEST_DISPLAY_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT UserRequest WHERE org_id = :contact->org_id AND caller_id = :contact->id]]></constant>
    <constant id="PORTAL_USERREQUEST_DISPLAY_POWERUSER_QUERY" xsi:type="string" _delta="define"><![CDATA[SELECT UserRequest WHERE org_id = :contact->org_id]]></constant>
  </constants>
  <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>
          <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 id="new">new</value>
            <value id="waiting_for_approval">waiting_for_approval</value>
            <value id="approved">approved</value>
            <value id="rejected">rejected</value>
            <value id="assigned">assigned</value>
            <value id="pending">pending</value>
            <value id="escalated_tto">escalated_tto</value>
            <value id="escalated_ttr">escalated_ttr</value>
            <value id="resolved">resolved</value>
            <value id="closed">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 id="service_request">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 id="1">1</value>
            <value id="2">2</value>
            <value id="3">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 id="1">1</value>
            <value id="2">2</value>
            <value id="3">3</value>
            <value id="4">4</value>
          </values>
          <dependencies>
            <attribute id="impact"/>
            <attribute id="urgency"/>
          </dependencies>
          <sql>priority</sql>
          <default_value>4</default_value>
          <is_null_allowed>false</is_null_allowed>
        </field>
        <field id="urgency" xsi:type="AttributeEnum">
          <values>
            <value id="1">1</value>
            <value id="2">2</value>
            <value id="3">3</value>
            <value id="4">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 id="mail">mail</value>
            <value id="phone">phone</value>
            <value id="portal">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>
          <allow_target_creation>false</allow_target_creation>
        </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 AND s.status != 'obsolete']]></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>
          <allow_target_creation>false</allow_target_creation>
        </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 AND status != 'obsolete']]></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>
          <allow_target_creation>false</allow_target_creation>
          <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 id="yes">yes</value>
            <value id="no">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 id="75">
              <highlight>
                <code>warning</code>
                <persistent>false</persistent>
              </highlight>
              <actions>
		</actions>
            </threshold>
            <threshold id="100">
              <highlight>
                <code>critical</code>
                <persistent>false</persistent>
              </highlight>
              <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 id="75">
              <highlight>
                <code>warning</code>
                <persistent>false</persistent>
              </highlight>
              <actions>
		</actions>
            </threshold>
            <threshold id="100">
              <highlight>
                <code>critical</code>
                <persistent>false</persistent>
              </highlight>
              <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 id="assistance">assistance</value>
            <value id="other">other</value>
            <value id="software patch">software patch</value>
            <value id="training">training</value>
            <value id="hardware repair">hardware repair</value>
            <value id="system update">system update</value>
            <value id="bug fixed">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">
          <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>add_remove</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 id="1">1</value>
            <value id="2">2</value>
            <value id="3">3</value>
            <value id="4">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>
        <highlight_scale>
          <item id="warning">
            <rank>1</rank>
            <color>HIGHLIGHT_CLASS_WARNING</color>
            <icon>images/user-request-deadline.png</icon>
          </item>
          <item id="critical">
            <rank>2</rank>
            <color>HIGHLIGHT_CLASS_CRITICAL</color>
            <icon>images/user-request-escalated.png</icon>
          </item>
          <item id="closed">
            <rank>3</rank>
            <color>HIGHLIGHT_CLASS_NONE</color>
            <icon>images/user-request-closed.png</icon>
          </item>
        </highlight_scale>
        <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 id="ev_assign">
                <target>assigned</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">assignment_date</param>
                    </params>
                  </action>
                </actions>
              </transition>
              <transition id="ev_timeout">
                <target>escalated_tto</target>
                <actions/>
              </transition>
              <transition id="ev_wait_for_approval">
                <target>waiting_for_approval</target>
                <actions/>
              </transition>
              <transition id="ev_autoresolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="escalated_tto">
            <highlight>
              <code>critical</code>
            </highlight>
            <inherit_flags_from>new</inherit_flags_from>
            <flags>
              <attribute id="team_id"/>
            </flags>
            <transitions>
              <transition id="ev_assign">
                <target>assigned</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">assignment_date</param>
                    </params>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="assigned">
            <inherit_flags_from>new</inherit_flags_from>
            <flags>
              <attribute id="team_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <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="ttr_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="caller_id"/>
              <attribute id="escalation_flag"/>
              <attribute id="escalation_reason"/>
            </flags>
            <transitions>
              <transition id="ev_pending">
                <target>pending</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">last_pending_date</param>
                    </params>
                  </action>
                </actions>
              </transition>
              <transition id="ev_resolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
              <transition id="ev_reassign">
                <target>assigned</target>
                <actions/>
              </transition>
              <transition id="ev_timeout">
                <target>escalated_ttr</target>
                <actions/>
              </transition>
              <transition id="ev_autoresolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="escalated_ttr">
            <highlight>
              <code>critical</code>
            </highlight>
            <inherit_flags_from>assigned</inherit_flags_from>
            <flags/>
            <transitions>
              <transition id="ev_pending">
                <target>pending</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">last_pending_date</param>
                    </params>
                  </action>
                </actions>
              </transition>
              <transition id="ev_resolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
              <transition id="ev_reassign">
                <target>assigned</target>
                <actions/>
              </transition>
              <transition id="ev_autoresolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="waiting_for_approval">
            <inherit_flags_from>new</inherit_flags_from>
            <flags>
              <attribute id="approver_id">
                <must_prompt/>
              </attribute>
              <attribute id="team_id"/>
            </flags>
            <transitions>
              <transition id="ev_approve">
                <target>approved</target>
                <actions/>
              </transition>
              <transition id="ev_reject">
                <target>rejected</target>
                <actions/>
              </transition>
            </transitions>
          </state>
          <state id="approved">
            <inherit_flags_from>waiting_for_approval</inherit_flags_from>
            <flags>
              <attribute id="approver_id">
                <read_only/>
              </attribute>
            </flags>
            <transitions>
              <transition id="ev_timeout">
                <target>escalated_tto</target>
                <actions/>
              </transition>
              <transition id="ev_assign">
                <target>assigned</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">assignment_date</param>
                    </params>
                  </action>
                </actions>
              </transition>
              <transition id="ev_autoresolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="rejected">
            <inherit_flags_from>new</inherit_flags_from>
            <flags>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="team_id"/>
            </flags>
            <transitions>
              <transition id="ev_reopen">
                <target>new</target>
                <actions/>
              </transition>
            </transitions>
          </state>
          <state id="pending">
            <inherit_flags_from>assigned</inherit_flags_from>
            <flags>
              <attribute id="last_pending_date">
                <read_only/>
              </attribute>
              <attribute id="pending_reason">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition id="ev_assign">
                <target>assigned</target>
                <actions>
                </actions>
              </transition>
              <transition id="ev_autoresolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="resolved">
            <highlight>
              <code>closed</code>
            </highlight>
            <inherit_flags_from>assigned</inherit_flags_from>
            <flags>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="origin">
                <read_only/>
              </attribute>
              <attribute id="impact">
                <read_only/>
              </attribute>
              <attribute id="urgency">
                <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="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="org_id">
                <read_only/>
              </attribute>
              <attribute id="team_id">
                <read_only/>
              </attribute>
              <attribute id="agent_id">
                <read_only/>
              </attribute>
              <attribute id="resolution_date">
                <read_only/>
              </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="sla_ttr_passed">
                <read_only/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="sla_ttr_over">
                <read_only/>
              </attribute>
            </flags>
            <transitions>
              <transition id="ev_close">
                <target>closed</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">close_date</param>
                    </params>
                  </action>
                </actions>
              </transition>
              <transition id="ev_reopen">
                <target>assigned</target>
                <actions>
                </actions>
              </transition>
              <transition id="ev_autoresolve">
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetCurrentDate</verb>
                    <params>
                      <param xsi:type="attcode">resolution_date</param>
                    </params>
                  </action>
                  <action>
                    <verb>SetElapsedTime</verb>
                    <params>
                      <param xsi:type="attcode">time_spent</param>
                      <param xsi:type="attcode">start_date</param>
                      <param xsi:type="string">DefaultWorkingTimeComputer</param>
                    </params>
                  </action>
                  <action>
                    <verb>ResolveChildTickets</verb>
                    <params/>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="closed">
            <highlight>
              <code>closed</code>
            </highlight>
            <inherit_flags_from>resolved</inherit_flags_from>
            <flags>
              <attribute id="private_log">
                <read_only/>
              </attribute>
              <attribute id="public_log">
                <read_only/>
              </attribute>
              <attribute id="functionalcis_list">
                <read_only/>
              </attribute>
              <attribute id="contacts_list">
                <read_only/>
              </attribute>
              <attribute id="service_id">
                <read_only/>
              </attribute>
              <attribute id="servicesubcategory_id">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <read_only/>
              </attribute>
              <attribute id="resolution_code">
                <read_only/>
              </attribute>
              <attribute id="solution">
                <read_only/>
              </attribute>
              <attribute id="pending_reason">
                <read_only/>
                <read_only/>
              </attribute>
              <attribute id="user_satisfaction">
                <must_prompt/>
              </attribute>
              <attribute id="user_comment">
                <must_prompt/>
              </attribute>
            </flags>
            <transitions/>
          </state>
        </states>
      </lifecycle>
      <methods>
        <method id="SetAssignedDate">
          <comment><![CDATA[/**
	 * To be deprecated: use SetCurrentDate() instead
	 * @return void
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetAssignedDate($sStimulusCode)
	{
		$this->Set('assignment_date', time());
		return true;
	}]]></code>
        </method>
        <method id="SetLastPendingDate">
          <comment><![CDATA[/**
	 * To be deprecated: use SetCurrentDate() instead
	 * @return void
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetLastPendingDate($sStimulusCode)
	{
		$this->Set('last_pending_date', time());
		return true;
	}]]></code>
        </method>
        <method id="SetResolveDate">
          <comment><![CDATA[/**
	 * To be deprecated: use SetCurrentDate() and SetElapsedTime() instead
	 * @return void
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetResolveDate($sStimulusCode)
	{
		$this->Set('resolution_date', time());
                $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
		$this->Set('time_spent', $iTimeSpent);
		return true;
	}]]></code>
        </method>
        <method id="SetClosureDate">
          <comment><![CDATA[/**
	 * To be deprecated: use SetCurrentDate() instead
	 * @return void
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetClosureDate($sStimulusCode)
	{
		$this->Set('close_date', time());
		return true;
	}]]></code>
        </method>
        <method id="SetApprover">
          <comment><![CDATA[/**
	 * To be deprecated: use SetCurrentUser() instead
	 * @return void
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function SetApprover($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,
                        ),
                );
                $iPriority = 1;
                if (isset($aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')]))
                {
                        $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());

		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, $oKnownErrorSet, array ('menu' => false));
			}
		}
	}]]></code>
        </method>
        <method id="resolveChilds">
          <comment><![CDATA[/**
	 * To be deprecated: use ResolveChildTickets() instead
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <code><![CDATA[	public function resolveChilds($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="ResolveChildTickets">
          <comment><![CDATA[/**
	 * Cascade the resolution to child User Request
	 * @return true (returning false would stop the ongoing transition)
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>LifecycleAction</type>
          <arguments>
          </arguments>
          <code><![CDATA[	public function ResolveChildTickets()
	{
		// Automatically resolve child requests
		$sOQL = "SELECT UserRequest WHERE parent_request_id = :ticket AND status != 'resolved'";
		$oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array('ticket' => $this->GetKey()));
		while($oRequest = $oChildRequestSet->Fetch())
		{
			$oRequest->ResolveFrom($this);
		}
		return true;
	}]]></code>
        </method>
        <method id="ResolveFrom">
          <comment><![CDATA[/**
	 * Resolve the ticket from another resolved ticket
	 * @return void
	 */]]></comment>
          <static>false</static>
          <access>public</access>
          <type>Internal</type>
          <code><![CDATA[	public function ResolveFrom($oParentTicket)
	{
		if ($this->Get('status') != 'resolved')
		{
			$this->Set('servicesubcategory_id', $oParentTicket->Get('servicesubcategory_id'));
			$this->Set('service_id', $oParentTicket->Get('service_id'));		
			$this->Set('team_id', $oParentTicket->Get('team_id'));
			$this->Set('agent_id', $oParentTicket->Get('agent_id'));	
			$this->Set('resolution_code', $oParentTicket->Get('resolution_code'));
			$sParent = '[['.get_class($oParentTicket).':'.$oParentTicket->Get('ref').']]';
			$this->Set('solution', Dict::Format('Tickets:ResolvedFrom', $sParent, MetaModel::GetName(get_class($oParentTicket))));
			$this->ApplyStimulus('ev_autoresolve');
			$this->DBUpdate();
		}
	}]]></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()
	{
        // This method is kept for backward compatibility
        // in case a delta redefines it, but you may call
        // UpdateImpactedItems directly
		$this->UpdateImpactedItems();
	}]]></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()
	{
        parent::OnUpdate();
        $aChanges = $this->ListChanges();
        if (array_key_exists('functionalcis_list', $aChanges))
        {
            $this->UpdateImpactedItems();
        }
		$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>Menu:UserRequest:OpenRequests</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>