ITSSTOOLS/datamodel/itop-request-mgmt-1.0.0/datamodel.itop-request-mgmt.xml

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
  <classes>
    <class id="UserRequest" _delta="define">
      <parent>ResponseTicket</parent>
      <properties>
        <comment><![CDATA[/**
 * Persistent classes for a CMDB
 *
 * @author      Erwan Taloc <erwan.taloc@combodo.com>
 * @author      Romain Quetiez <romain.quetiez@combodo.com>
 * @author      Denis Flaven <denis.flaven@combodo.com>
 * @license     http://www.opensource.org/licenses/gpl-3.0.html LGPL
 */]]></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></db_final_class_field>
        <naming>
          <format>%1$s</format>
          <attributes>
            <attribute id="ref"/>
          </attributes>
        </naming>
        <display_template></display_template>
        <icon>images/user-request.png</icon>
        <reconciliation>
          <attributes>
            <attribute id="ref"/>
          </attributes>
        </reconciliation>
        <order>
          <columns>
            <column id="ref" order="0">
              <ascending>false</ascending>
            </column>
          </columns>
        </order>
      </properties>
      <fields>
        <field id="request_type" xsi:type="AttributeEnum">
          <values>
            <value>service request</value>
            <value>issue</value>
            <value>information</value>
          </values>
          <sql>request_type</sql>
          <default_value>service request</default_value>
          <is_null_allowed>false</is_null_allowed>
        </field>
        <field id="freeze_reason" xsi:type="AttributeString">
          <sql>freeze_reason</sql>
          <default_value></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_timeout" xsi:type="StimulusInternal"/>
          <stimulus id="ev_resolve" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_close" xsi:type="StimulusUserAction"/>
          <stimulus id="ev_freeze" xsi:type="StimulusUserAction"/>
        </stimuli>
        <states>
          <state id="new">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="description">
                <must_change/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="org_id">
                <must_change/>
              </attribute>
              <attribute id="service_id">
                <must_change/>
              </attribute>
              <attribute id="servicesubcategory_id">
                <must_change/>
              </attribute>
              <attribute id="product">
                <must_prompt/>
              </attribute>
              <attribute id="impact">
                <must_change/>
              </attribute>
              <attribute id="urgency">
                <must_change/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="workgroup_id">
                <must_change/>
              </attribute>
              <attribute id="agent_email">
                <hidden/>
              </attribute>
              <attribute id="related_problem_id">
                <hidden/>
              </attribute>
              <attribute id="related_change_id">
                <hidden/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="closure_deadline">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_commment">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <mandatory/>
              </attribute>
              <attribute id="freeze_reason">
                <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>
            </transitions>
          </state>
          <state id="escalated_tto">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <mandatory/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="agent_email">
                <hidden/>
              </attribute>
              <attribute id="related_problem_id">
                <hidden/>
              </attribute>
              <attribute id="related_change_id">
                <hidden/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="closure_deadline">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_commment">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <mandatory/>
              </attribute>
              <attribute id="freeze_reason">
                <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="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="workgroup_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="agent_email">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="closure_deadline">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_commment">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <mandatory/>
              </attribute>
              <attribute id="freeze_reason">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_reassign</stimulus>
                <target>assigned</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_timeout</stimulus>
                <target>escalated_ttr</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_resolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>SetClosureDeadline</verb>
                  </action>
                </actions>
              </transition>
              <transition>
                <stimulus>ev_freeze</stimulus>
                <target>frozen</target>
                <actions/>
              </transition>
            </transitions>
          </state>
          <state id="escalated_ttr">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="workgroup_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
                <must_prompt/>
              </attribute>
              <attribute id="agent_email">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="closure_deadline">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_commment">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <mandatory/>
              </attribute>
              <attribute id="freeze_reason">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_reassign</stimulus>
                <target>escalated_ttr</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_resolve</stimulus>
                <target>resolved</target>
                <actions>
                  <action>
                    <verb>SetResolveDate</verb>
                  </action>
                  <action>
                    <verb>SetClosureDeadline</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="frozen">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="workgroup_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_id">
                <mandatory/>
              </attribute>
              <attribute id="agent_email">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <read_only/>
              </attribute>
              <attribute id="closure_deadline">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <hidden/>
              </attribute>
              <attribute id="solution">
                <hidden/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_commment">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <mandatory/>
              </attribute>
              <attribute id="freeze_reason">
                <mandatory/>
                <must_prompt/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_timeout</stimulus>
                <target>escalated_ttr</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_assign</stimulus>
                <target>assigned</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_resolve</stimulus>
                <target>resolved</target>
                <actions/>
              </transition>
            </transitions>
          </state>
          <state id="resolved">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="service_id">
                <read_only/>
              </attribute>
              <attribute id="servicesubcategory_id">
                <read_only/>
              </attribute>
              <attribute id="product">
                <read_only/>
              </attribute>
              <attribute id="impact">
                <read_only/>
              </attribute>
              <attribute id="urgency">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="workgroup_id">
                <read_only/>
              </attribute>
              <attribute id="agent_id">
                <read_only/>
              </attribute>
              <attribute id="agent_email">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <hidden/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="closure_deadline">
                <read_only/>
              </attribute>
              <attribute id="resolution_code">
                <must_prompt/>
              </attribute>
              <attribute id="solution">
                <must_prompt/>
              </attribute>
              <attribute id="user_satisfaction">
                <hidden/>
              </attribute>
              <attribute id="user_commment">
                <hidden/>
              </attribute>
              <attribute id="request_type">
                <mandatory/>
              </attribute>
              <attribute id="freeze_reason">
                <hidden/>
              </attribute>
            </flags>
            <transitions>
              <transition>
                <stimulus>ev_reassign</stimulus>
                <target>assigned</target>
                <actions/>
              </transition>
              <transition>
                <stimulus>ev_close</stimulus>
                <target>closed</target>
                <actions>
                  <action>
                    <verb>SetClosureDate</verb>
                  </action>
                </actions>
              </transition>
            </transitions>
          </state>
          <state id="closed">
            <flags>
              <attribute id="ref">
                <read_only/>
              </attribute>
              <attribute id="title">
                <read_only/>
              </attribute>
              <attribute id="description">
                <read_only/>
              </attribute>
              <attribute id="ticket_log">
                <read_only/>
              </attribute>
              <attribute id="start_date">
                <read_only/>
              </attribute>
              <attribute id="caller_id">
                <read_only/>
              </attribute>
              <attribute id="org_id">
                <read_only/>
              </attribute>
              <attribute id="service_id">
                <read_only/>
              </attribute>
              <attribute id="servicesubcategory_id">
                <read_only/>
              </attribute>
              <attribute id="product">
                <read_only/>
              </attribute>
              <attribute id="impact">
                <read_only/>
              </attribute>
              <attribute id="urgency">
                <read_only/>
              </attribute>
              <attribute id="priority">
                <read_only/>
              </attribute>
              <attribute id="workgroup_id">
                <read_only/>
              </attribute>
              <attribute id="agent_id">
                <read_only/>
              </attribute>
              <attribute id="agent_email">
                <read_only/>
              </attribute>
              <attribute id="close_date">
                <read_only/>
              </attribute>
              <attribute id="last_update">
                <read_only/>
              </attribute>
              <attribute id="assignment_date">
                <hidden/>
              </attribute>
              <attribute id="resolution_date">
                <hidden/>
              </attribute>
              <attribute id="tto_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="ttr_escalation_deadline">
                <hidden/>
              </attribute>
              <attribute id="closure_deadline">
                <hidden/>
              </attribute>
              <attribute id="resolution_code">
                <read_only/>
              </attribute>
              <attribute id="solution">
                <read_only/>
              </attribute>
              <attribute id="user_satisfaction">
                <must_prompt/>
              </attribute>
              <attribute id="user_commment">
                <must_prompt/>
              </attribute>
              <attribute id="request_type">
                <read_only/>
              </attribute>
              <attribute id="freeze_reason">
                <hidden/>
              </attribute>
            </flags>
            <transitions/>
          </state>
        </states>
      </lifecycle>
      <methods>
        <method id="ComputeValues">
          <static>false</static>
          <access>public</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	public function ComputeValues()
	{
		$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="GetIcon">
          <comment>/**
	 * Get the icon representing this object
	 * @param boolean $bImgTag If true the result is a full IMG tag (or an emtpy string if no icon is defined)
	 * @return string Either the full IMG tag ($bImgTag == true) or just the path to the icon file
	 */</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':
			$sIcon = self::MakeIconFromName('user-request.png');
			$oEscalationDeadline = $this->Get('tto_escalation_deadline');
			if ($oEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
				$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
				$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
				if ($ratio <= 0)
				{
					$sIcon = self::MakeIconFromName('user-request-escalated.png');
				}
				else if ($ratio <= 0.25)
				{
					$sIcon = self::MakeIconFromName('user-request-deadline.png');
				}
			}
			break;
			
			case 'assigned':
			$sIcon = self::MakeIconFromName('user-request.png');
			$oEscalationDeadline = $this->Get('ttr_escalation_deadline');
			if ($oEscalationDeadline != null)
			{
				// A SLA is running
				$iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
				$iEscalationDeadline = AttributeDateTime::GetAsUnixSeconds($oEscalationDeadline);
				$ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
				if ($ratio <= 0)
				{
					$sIcon = self::MakeIconFromName('user-request-escalated.png');
				}
				else if ($ratio <= 0.25)
				{
					$sIcon = self::MakeIconFromName('user-request-deadline.png');
				}
			}
			break;

			
			default:
			$sIcon = MetaModel::GetClassIcon(get_class($this), $bImgTag);
		}
		return $sIcon;
	}]]></code>
        </method>
        <method id="MakeIconFromName">
          <static>true</static>
          <access>protected</access>
          <type>Overload-DBObject</type>
          <code><![CDATA[	protected static function MakeIconFromName($sIconName, $bImgTag = true)
	{
		$sIcon = '';
		if ($sIconName != '')
		{
			$sPath = utils::GetAbsoluteUrlModulesRoot().'itop-request-mgmt-1.0.0/images/'.$sIconName;
			if ($bImgTag)
			{
				$sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
			}
			else
			{
				$sIcon  = $sPath;
			}
		}
		return $sIcon;
	}]]></code>
        </method>
      </methods>
      <presentation>
        <details>
          <items>
            <item>document_list</item>
            <item>ci_list</item>
            <item>contact_list</item>
            <item>incident_list</item>
            <item id="col:col1">
              <items>
                <item id="fieldset:Ticket:baseinfo">
                  <items>
                    <item>ref</item>
                    <item>title</item>
                    <item>org_id</item>
                    <item>status</item>
                    <item>priority</item>
                    <item>request_type</item>
                    <item>service_id</item>
                    <item>servicesubcategory_id</item>
                    <item>product</item>
                  </items>
                </item>
                <item id="fieldset:Ticket:moreinfo">
                  <items>
                    <item>impact</item>
                    <item>urgency</item>
                    <item>description</item>
                    <item>resolution_code</item>
                    <item>solution</item>
                    <item>user_satisfaction</item>
                    <item>user_commment</item>
                    <item>freeze_reason</item>
                  </items>
                </item>
              </items>
            </item>
            <item id="col:col2">
              <items>
                <item id="fieldset:Ticket:date">
                  <items>
                    <item>start_date</item>
                    <item>last_update</item>
                    <item>assignment_date</item>
                    <item>tto_escalation_deadline</item>
                    <item>ttr_escalation_deadline</item>
                    <item>close_date</item>
                    <item>closure_deadline</item>
                  </items>
                </item>
                <item id="fieldset:Ticket:contact">
                  <items>
                    <item>caller_id</item>
                    <item>workgroup_id</item>
                    <item>agent_id</item>
                  </items>
                </item>
                <item id="fieldset:Ticket:relation">
                  <items>
                    <item>related_problem_id</item>
                    <item>related_change_id</item>
                  </items>
                </item>
              </items>
            </item>
          </items>
        </details>
        <search>
          <items>
            <item>ref</item>
            <item>title</item>
            <item>org_id</item>
            <item>request_type</item>
            <item>start_date</item>
            <item>status</item>
            <item>caller_id</item>
            <item>service_id</item>
            <item>servicesubcategory_id</item>
            <item>product</item>
            <item>impact</item>
            <item>urgency</item>
            <item>priority</item>
            <item>workgroup_id</item>
            <item>agent_id</item>
            <item>agent_email</item>
            <item>close_date</item>
            <item>resolution_code</item>
            <item>solution</item>
            <item>user_satisfaction</item>
            <item>user_commment</item>
          </items>
        </search>
        <list>
          <items>
            <item>title</item>
            <item>org_id</item>
            <item>start_date</item>
            <item>status</item>
            <item>service_id</item>
            <item>priority</item>
            <item>workgroup_id</item>
            <item>agent_id</item>
          </items>
        </list>
      </presentation>
    </class>
  </classes>
  <menus>
    <menu id="RequestManagement" xsi:type="MenuGroup">
      <rank>30</rank>
    </menu>
    <menu id="UserRequest:Overview" xsi:type="TemplateMenuNode">
      <rank>0</rank>
      <parent>RequestManagement</parent>
      <template_file>overview.html</template_file>
    </menu>
    <menu id="NewUserRequest" xsi:type="NewObjectMenuNode">
      <rank>1</rank>
      <parent>RequestManagement</parent>
      <class>UserRequest</class>
    </menu>
    <menu id="SearchUserRequests" xsi:type="SearchMenuNode">
      <rank>2</rank>
      <parent>RequestManagement</parent>
      <class>UserRequest</class>
    </menu>
    <menu id="UserRequest:Shortcuts" xsi:type="TemplateMenuNode">
      <rank>3</rank>
      <parent>RequestManagement</parent>
      <template_file></template_file>
    </menu>
    <menu id="UserRequest:MyRequests" xsi:type="OQLMenuNode">
      <rank>1</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN ("closed","resolved")]]></oql>
      <do_search></do_search>
      <auto_reload>fast</auto_reload>
    </menu>
    <menu id="UserRequest:EscalatedRequests" xsi:type="OQLMenuNode">
      <rank>2</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE status IN ("escalated_tto", "escalated_ttr")]]></oql>
      <do_search></do_search>
      <auto_reload>fast</auto_reload>
    </menu>
    <menu id="UserRequest:OpenRequests" xsi:type="OQLMenuNode">
      <rank>3</rank>
      <parent>UserRequest:Shortcuts</parent>
      <oql><![CDATA[SELECT UserRequest WHERE status IN ("new", "assigned", "escalated_tto", "escalated_ttr", "frozen", "resolved")]]></oql>
      <do_search></do_search>
      <auto_reload>fast</auto_reload>
    </menu>
  </menus>
</itop_design>