org_id AND caller_id = :contact->id]]> org_id]]> Ticket bizmodel,searchable,requestmgmt false autoincrement ticket_incident id images/incident.png true new assigned pending escalated_tto escalated_ttr resolved closed status new false list 1 2 3 impact 3 false list 1 2 3 4 priority 4 false 1 2 3 4 urgency 4 false mail phone portal monitoring origin phone true list org_id AND s.status != 'obsolete']]> service_id Service true DEL_MANUAL false service_id name service_id AND request_type = 'incident' AND status != 'obsolete']]> servicesubcategory_id ServiceSubcategory true DEL_MANUAL false servicesubcategory_id name yes no escalation_flag no true list escalation_reason true assignment_date true resolution_date true last_pending_date true true ResponseTicketTTO warning false critical false ApplyStimulus ev_timeout true ResponseTicketTTR warning false critical false ApplyStimulus ev_timeout tto 100_deadline tto 100_passed tto 100_overrun ttr 100_deadline ttr 100_passed ttr 100_overrun time_spent true assistance other software patch training hardware repair system update bug fixed resolution_code assistance true list solution true pending_reason true id AND status NOT IN ('resolved','closed')]]> parent_incident_id Incident true DEL_MANUAL parent_incident_id ref parent_problem_id Problem true DEL_MANUAL parent_problem_id ref parent_change_id Change true DEL_MANUAL parent_change_id ref UserRequest parent_incident_id add_remove 0 0 Incident parent_incident_id add_remove 0 0 public_log true 1 2 3 4 user_satisfaction 1 true list user_commment true valor_1 true 10 2 1 HIGHLIGHT_CLASS_WARNING images/incident-deadline.png 2 HIGHLIGHT_CLASS_CRITICAL images/incident-escalated.png 3 HIGHLIGHT_CLASS_NONE images/incident-closed.png status assigned SetCurrentDate assignment_date escalated_tto resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets closed SetCurrentDate close_date critical new assigned SetAssignedDate new pending SetCurrentDate last_pending_date resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets assigned escalated_ttr resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets critical assigned pending SetCurrentDate last_pending_date resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets assigned assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets closed assigned closed SetCurrentDate close_date assigned resolved SetCurrentDate resolution_date SetElapsedTime time_spent start_date DefaultWorkingTimeComputer ResolveChildTickets closed resolved false public LifecycleAction Set('assignment_date', time()); return true; }]]> false public LifecycleAction Set('last_pending_date', time()); return true; }]]> false public LifecycleAction Set('resolution_date', time()); $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date')); $this->Set('time_spent', $iTimeSpent); return true; }]]> false public LifecycleAction Set('close_date', time()); return true; }]]> false public Overload-DBObject IsNew() && ($this->Get('parent_incident_id') == $this->GetKey())) { $this->m_aCheckIssues[] = Dict::Format('Class:Incident/Error:CannotAssignParentIncidentIdToSelf'); } }]]> /** Compute the priority of the ticket based on its impact and urgency * @return integer The priority of the ticket 1(high) .. 3(low) */ false public LifecycleAction 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; }]]> false public Overload-DBObject Set('priority', $this->ComputePriority()); return parent::ComputeValues(); }]]> false public Overload-cmdbAbstractObject 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)); } } }]]> false public LifecycleAction $this->GetKey(), ) ); //automatically resolve child requests while($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')); $oRequest->set('solution','Automatically resolved by incident:[[Incident:'.$this->Get('ref').']]'); $oRequest->ApplyStimulus('ev_autoresolve'); $oRequest->DBUpdate(); } } } //automatically resolve child incidents $sOQL = "SELECT Incident WHERE parent_incident_id=:ticket"; $oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oIncident = $oChildIncidentSet->Fetch()) { if ( $oIncident->Get('status') != 'resolved') { $oIncident->set('servicesubcategory_id',$this->Get('servicesubcategory_id')); $oIncident->set('service_id',$this->Get('service_id')); $oIncident->set('team_id',$this->Get('team_id')); $oIncident->set('agent_id',$this->Get('agent_id')); $oIncident->set('resolution_code',$this->Get('resolution_code')); $oIncident->set('solution','Automatically resolved by incident:[[Incident:'.$this->Get('ref').']]'); $oIncident->ApplyStimulus('ev_autoresolve'); $oIncident->DBUpdate(); } } return true; }]]> false public LifecycleAction $this->GetKey())); while($oRequest = $oChildRequestSet->Fetch()) { if (!array_key_exists($oRequest->GetKey(), $aRequests)) { $aRequests[$oRequest->GetKey()] = true; $oRequest->ResolveFrom($this); } } } // Automatically resolve child incidents $sOQL = "SELECT Incident WHERE parent_incident_id = :ticket AND status != 'resolved'"; $oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array('ticket' => $this->GetKey())); while($oIncident = $oChildIncidentSet->Fetch()) { if (!array_key_exists($oIncident->GetKey(), $Incidents)) { $Incidents[$oIncident->GetKey()] = true; $oIncident->ResolveFrom($this); } } return true; }]]> false public Internal 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(); } }]]> false public LifecycleAction Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry('html'); if ($sLogPublic != '') { $sOQL = "SELECT UserRequest WHERE parent_incident_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 = $oLog->GetModifiedEntry('html'); if ($sLogPrivate != '') { $sOQL = "SELECT UserRequest WHERE parent_incident_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; }]]> false public LifecycleAction Get('public_log'); $sLogPublic = $oLog->GetModifiedEntry('html'); if ($sLogPublic != '') { $sOQL = "SELECT Incident WHERE parent_incident_id=:ticket"; $oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oIncident = $oChildIncidentSet->Fetch()) { $oIncident->set('public_log',$sLogPublic); $oIncident->DBUpdate(); } } $oLog = $this->Get('private_log'); $sLogPrivate = $oLog->GetModifiedEntry('html'); if ($sLogPrivate != '') { $sOQL = "SELECT Incident WHERE parent_incident_id=:ticket"; $oChildIncidentSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL), array(), array( 'ticket' => $this->GetKey(), ) ); while($oIncident = $oChildIncidentSet->Fetch()) { $oIncident->set('private_log',$sLogPrivate); $oIncident->DBUpdate(); } } return true; }]]> false public LifecycleAction UpdateImpactedItems(); }]]> false protected Overload-DBObject ComputeImpactedItems(); $this->Set('last_update', time()); $this->Set('start_date', time()); }]]> false protected Overload-DBObject ListChanges(); if (array_key_exists('functionalcis_list', $aChanges)) { $this->UpdateImpactedItems(); } $this->Set('last_update', time()); $this->UpdateChildRequestLog(); $this->UpdateChildIncidentLog(); }]]>

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10 20 30 40 50 70 80 90 95 100 110 120 130 140 150 160 170 180 190 200 210 220 230 10 20 30 40 50 60 35 0 IncidentManagement DashboardLayoutTwoCols 0 SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date priority 1 SELECT Incident WHERE DATE_SUB(NOW(), INTERVAL 14 DAY) < start_date start_date:day_of_month 2 SELECT Incident WHERE status NOT IN ('closed','rejected') status 3 SELECT Incident WHERE status NOT IN ('closed','rejected') agent_id 4 SELECT Incident WHERE status NOT IN ('closed','rejected') org_id 1 IncidentManagement Incident 2 IncidentManagement Incident 3 IncidentManagement 0 Incident:Shortcuts fast 1 Incident:Shortcuts fast 2 Incident:Shortcuts 1 fast allow allow allow Incident id)]]> Tickets:Related:OpenIncidents itsm-incident-mgmt-itil/images/incident-red.png yes id)]]> Tickets:Related:OpenIncidents itsm-incident-mgmt-itil/images/incident-red.png yes id)]]> Tickets:Related:OpenIncidents itsm-incident-mgmt-itil/images/incident-red.png yes Tickets:Related:OpenIncidents itsm-incident-mgmt-itil/images/incident-red.png yes Tickets:Related:OpenIncidents itsm-incident-mgmt-itil/images/incident-red.png yes