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 name="UserRequest" category="bizmodel,searchable,requestmgmt" parent="ResponseTicket" abstract="false" key_type="autoincrement" db_table="ticket_request" db_key_field="id" db_final_class_field="">
      <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>
        <naming format="%1$s">
          <attributes>
            <attribute name="ref"/>
          </attributes>
        </naming>
        <display_template></display_template>
        <icon>images/user-request.png</icon>
        <reconciliation>
          <attributes>
            <attribute name="ref"/>
          </attributes>
        </reconciliation>
        <order>
          <columns>
            <column name="ref" ascending="false"/>
          </columns>
        </order>
      </properties>
      <fields>
        <field name="request_type" xsi:type="AttributeEnum" sql="request_type" default_value="service request" is_null_allowed="false">
          <values>
            <value>service request</value>
            <value>issue</value>
            <value>information</value>
          </values>
        </field>
        <field name="freeze_reason" xsi:type="AttributeString" sql="freeze_reason" default_value="" is_null_allowed="true"/>
      </fields>
      <lifecycle attribute="status">
        <stimuli>
          <stimulus name="ev_assign" type="StimulusUserAction"/>
          <stimulus name="ev_reassign" type="StimulusUserAction"/>
          <stimulus name="ev_timeout" type="StimulusInternal"/>
          <stimulus name="ev_resolve" type="StimulusUserAction"/>
          <stimulus name="ev_close" type="StimulusUserAction"/>
          <stimulus name="ev_freeze" type="StimulusUserAction"/>
        </stimuli>
        <states>
          <state name="new">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title"/>
              <attribute name="description" must_change="1"/>
              <attribute name="ticket_log"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" mandatory="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id" must_change="1"/>
              <attribute name="org_name"/>
              <attribute name="service_id" must_change="1"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id" must_change="1"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product" must_prompt="1"/>
              <attribute name="impact" must_change="1"/>
              <attribute name="urgency" must_change="1"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id" must_change="1"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" hidden="1"/>
              <attribute name="related_problem_id" hidden="1"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id" hidden="1"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" hidden="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" read_only="1"/>
              <attribute name="ttr_escalation_deadline" hidden="1"/>
              <attribute name="closure_deadline" hidden="1"/>
              <attribute name="resolution_code" hidden="1"/>
              <attribute name="solution" hidden="1"/>
              <attribute name="user_satisfaction" hidden="1"/>
              <attribute name="user_commment" hidden="1"/>
              <attribute name="request_type" mandatory="1"/>
              <attribute name="freeze_reason" hidden="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions>
              <transition stimulus="ev_assign" target="assigned">
                <actions>
                  <action verb="SetAssignedDate"/>
                </actions>
              </transition>
              <transition stimulus="ev_timeout" target="escalated_tto">
                <actions/>
              </transition>
            </transitions>
          </state>
          <state name="escalated_tto">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title"/>
              <attribute name="description"/>
              <attribute name="ticket_log"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" mandatory="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id"/>
              <attribute name="org_name"/>
              <attribute name="service_id"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product"/>
              <attribute name="impact"/>
              <attribute name="urgency"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" hidden="1"/>
              <attribute name="related_problem_id" hidden="1"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id" hidden="1"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" hidden="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" read_only="1"/>
              <attribute name="ttr_escalation_deadline" hidden="1"/>
              <attribute name="closure_deadline" hidden="1"/>
              <attribute name="resolution_code" hidden="1"/>
              <attribute name="solution" hidden="1"/>
              <attribute name="user_satisfaction" hidden="1"/>
              <attribute name="user_commment" hidden="1"/>
              <attribute name="request_type" mandatory="1"/>
              <attribute name="freeze_reason" hidden="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions>
              <transition stimulus="ev_assign" target="assigned">
                <actions>
                  <action verb="SetAssignedDate"/>
                </actions>
              </transition>
            </transitions>
          </state>
          <state name="assigned">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title" read_only="1"/>
              <attribute name="description" read_only="1"/>
              <attribute name="ticket_log"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" read_only="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id" read_only="1"/>
              <attribute name="org_name"/>
              <attribute name="service_id"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product"/>
              <attribute name="impact"/>
              <attribute name="urgency"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id" mandatory="1" must_prompt="1"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id" mandatory="1" must_prompt="1"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" read_only="1"/>
              <attribute name="related_problem_id"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" hidden="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" hidden="1"/>
              <attribute name="ttr_escalation_deadline" read_only="1"/>
              <attribute name="closure_deadline" hidden="1"/>
              <attribute name="resolution_code" hidden="1"/>
              <attribute name="solution" hidden="1"/>
              <attribute name="user_satisfaction" hidden="1"/>
              <attribute name="user_commment" hidden="1"/>
              <attribute name="request_type" mandatory="1"/>
              <attribute name="freeze_reason" hidden="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions>
              <transition stimulus="ev_reassign" target="assigned">
                <actions/>
              </transition>
              <transition stimulus="ev_timeout" target="escalated_ttr">
                <actions/>
              </transition>
              <transition stimulus="ev_resolve" target="resolved">
                <actions>
                  <action verb="SetResolveDate"/>
                  <action verb="SetClosureDeadline"/>
                </actions>
              </transition>
              <transition stimulus="ev_freeze" target="frozen">
                <actions/>
              </transition>
            </transitions>
          </state>
          <state name="escalated_ttr">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title" read_only="1"/>
              <attribute name="description" read_only="1"/>
              <attribute name="ticket_log"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" read_only="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id" read_only="1"/>
              <attribute name="org_name"/>
              <attribute name="service_id"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product"/>
              <attribute name="impact"/>
              <attribute name="urgency"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id" mandatory="1" must_prompt="1"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id" mandatory="1" must_prompt="1"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" read_only="1"/>
              <attribute name="related_problem_id"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" hidden="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" hidden="1"/>
              <attribute name="ttr_escalation_deadline" read_only="1"/>
              <attribute name="closure_deadline" hidden="1"/>
              <attribute name="resolution_code" hidden="1"/>
              <attribute name="solution" hidden="1"/>
              <attribute name="user_satisfaction" hidden="1"/>
              <attribute name="user_commment" hidden="1"/>
              <attribute name="request_type" mandatory="1"/>
              <attribute name="freeze_reason" hidden="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions>
              <transition stimulus="ev_reassign" target="escalated_ttr">
                <actions/>
              </transition>
              <transition stimulus="ev_resolve" target="resolved">
                <actions>
                  <action verb="SetResolveDate"/>
                  <action verb="SetClosureDeadline"/>
                </actions>
              </transition>
            </transitions>
          </state>
          <state name="frozen">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title" read_only="1"/>
              <attribute name="description" read_only="1"/>
              <attribute name="ticket_log"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" read_only="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id" read_only="1"/>
              <attribute name="org_name"/>
              <attribute name="service_id"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product"/>
              <attribute name="impact"/>
              <attribute name="urgency"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id" mandatory="1"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id" mandatory="1"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" read_only="1"/>
              <attribute name="related_problem_id"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" hidden="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" hidden="1"/>
              <attribute name="ttr_escalation_deadline" read_only="1"/>
              <attribute name="closure_deadline" hidden="1"/>
              <attribute name="resolution_code" hidden="1"/>
              <attribute name="solution" hidden="1"/>
              <attribute name="user_satisfaction" hidden="1"/>
              <attribute name="user_commment" hidden="1"/>
              <attribute name="request_type" mandatory="1"/>
              <attribute name="freeze_reason" mandatory="1" must_prompt="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions>
              <transition stimulus="ev_timeout" target="escalated_ttr">
                <actions/>
              </transition>
              <transition stimulus="ev_assign" target="assigned">
                <actions/>
              </transition>
              <transition stimulus="ev_resolve" target="resolved">
                <actions/>
              </transition>
            </transitions>
          </state>
          <state name="resolved">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title" read_only="1"/>
              <attribute name="description" read_only="1"/>
              <attribute name="ticket_log"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" read_only="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id" read_only="1"/>
              <attribute name="org_name"/>
              <attribute name="service_id" read_only="1"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id" read_only="1"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product" read_only="1"/>
              <attribute name="impact" read_only="1"/>
              <attribute name="urgency" read_only="1"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id" read_only="1"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id" read_only="1"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" read_only="1"/>
              <attribute name="related_problem_id"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" hidden="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" hidden="1"/>
              <attribute name="ttr_escalation_deadline" hidden="1"/>
              <attribute name="closure_deadline" read_only="1"/>
              <attribute name="resolution_code" must_prompt="1"/>
              <attribute name="solution" must_prompt="1"/>
              <attribute name="user_satisfaction" hidden="1"/>
              <attribute name="user_commment" hidden="1"/>
              <attribute name="request_type" mandatory="1"/>
              <attribute name="freeze_reason" hidden="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions>
              <transition stimulus="ev_reassign" target="assigned">
                <actions/>
              </transition>
              <transition stimulus="ev_close" target="closed">
                <actions>
                  <action verb="SetClosureDate"/>
                </actions>
              </transition>
            </transitions>
          </state>
          <state name="closed">
            <flags>
              <attribute name="ref" read_only="1"/>
              <attribute name="title" read_only="1"/>
              <attribute name="description" read_only="1"/>
              <attribute name="ticket_log" read_only="1"/>
              <attribute name="start_date" read_only="1"/>
              <attribute name="document_list"/>
              <attribute name="ci_list"/>
              <attribute name="contact_list"/>
              <attribute name="incident_list"/>
              <attribute name="status"/>
              <attribute name="caller_id" read_only="1"/>
              <attribute name="caller_email"/>
              <attribute name="org_id" read_only="1"/>
              <attribute name="org_name"/>
              <attribute name="service_id" read_only="1"/>
              <attribute name="service_name"/>
              <attribute name="servicesubcategory_id" read_only="1"/>
              <attribute name="servicesubcategory_name"/>
              <attribute name="product" read_only="1"/>
              <attribute name="impact" read_only="1"/>
              <attribute name="urgency" read_only="1"/>
              <attribute name="priority" read_only="1"/>
              <attribute name="workgroup_id" read_only="1"/>
              <attribute name="workgroup_name"/>
              <attribute name="agent_id" read_only="1"/>
              <attribute name="agent_name"/>
              <attribute name="agent_email" read_only="1"/>
              <attribute name="related_problem_id"/>
              <attribute name="related_problem_ref"/>
              <attribute name="related_change_id"/>
              <attribute name="related_change_ref"/>
              <attribute name="close_date" read_only="1"/>
              <attribute name="last_update" read_only="1"/>
              <attribute name="assignment_date" hidden="1"/>
              <attribute name="resolution_date" hidden="1"/>
              <attribute name="tto_escalation_deadline" hidden="1"/>
              <attribute name="ttr_escalation_deadline" hidden="1"/>
              <attribute name="closure_deadline" hidden="1"/>
              <attribute name="resolution_code" read_only="1"/>
              <attribute name="solution" read_only="1"/>
              <attribute name="user_satisfaction" must_prompt="1"/>
              <attribute name="user_commment" must_prompt="1"/>
              <attribute name="request_type" read_only="1"/>
              <attribute name="freeze_reason" hidden="1"/>
              <attribute name="related_change_id_finalclass_recall"/>
            </flags>
            <transitions/>
          </state>
        </states>
      </lifecycle>
      <methods>
        <method name="ComputeValues" static="false" access="public" type="Overload-DBObject"><![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();
	}]]></method>
        <method name="GetIcon" static="false" access="public" type="Overload-DBObject"><comment><![CDATA[/**
	 * 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><![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 $sIcon;
	}]]></method>
        <method name="MakeIconFromName" static="true" access="protected" type="Overload-DBObject"><![CDATA[	protected static function MakeIconFromName($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;
	}]]></method>
      </methods>
      <presentation>
        <details>
          <items>
            <item>document_list</item>
            <item>ci_list</item>
            <item>contact_list</item>
            <item>incident_list</item>
            <item key="col:col1">
              <items>
                <item key="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 key="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 key="col:col2">
              <items>
                <item key="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 key="fieldset:Ticket:contact">
                  <items>
                    <item>caller_id</item>
                    <item>workgroup_id</item>
                    <item>agent_id</item>
                  </items>
                </item>
                <item key="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 value="30"/>
    </menu>
    <menu id="UserRequest:Overview" xsi:type="TemplateMenuNode">
      <rank value="0"/>
      <parent value="RequestManagement"/>
      <template_file value="overview.html"/>
    </menu>
    <menu id="NewUserRequest" xsi:type="NewObjectMenuNode">
      <rank value="1"/>
      <parent value="RequestManagement"/>
      <class value="UserRequest"/>
    </menu>
    <menu id="SearchUserRequests" xsi:type="SearchMenuNode">
      <rank value="2"/>
      <parent value="RequestManagement"/>
      <class value="UserRequest"/>
    </menu>
    <menu id="UserRequest:Shortcuts" xsi:type="TemplateMenuNode">
      <rank value="3"/>
      <parent value="RequestManagement"/>
      <template_file value=""/>
    </menu>
    <menu id="UserRequest:MyRequests" xsi:type="OQLMenuNode">
      <rank value="1"/>
      <parent value="UserRequest:Shortcuts"/>
      <oql value="SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN (&quot;closed&quot;,&quot;resolved&quot;)"/>
      <do_search value=""/>
      <auto_reload value="fast"/>
    </menu>
    <menu id="UserRequest:EscalatedRequests" xsi:type="OQLMenuNode">
      <rank value="2"/>
      <parent value="UserRequest:Shortcuts"/>
      <oql value="SELECT UserRequest WHERE status IN (&quot;escalated_tto&quot;, &quot;escalated_ttr&quot;)"/>
      <do_search value=""/>
      <auto_reload value="fast"/>
    </menu>
    <menu id="UserRequest:OpenRequests" xsi:type="OQLMenuNode">
      <rank value="3"/>
      <parent value="UserRequest:Shortcuts"/>
      <oql value="SELECT UserRequest WHERE status IN (&quot;new&quot;, &quot;assigned&quot;, &quot;escalated_tto&quot;, &quot;escalated_ttr&quot;, &quot;frozen&quot;, &quot;resolved&quot;)"/>
      <do_search value=""/>
      <auto_reload value="fast"/>
    </menu>
  </menus>
</itop_design>