Ticket
bizmodel,searchable,problemmgmt
false
autoincrement
ticket_problem
id
images/problem.png
new
assigned
resolved
closed
status
new
false
list
SELECT Service
service_id
Service
true
DEL_MANUAL
false
service_id
name
service_id]]>
servicesubcategory_id
ServiceSubcategory
true
DEL_MANUAL
false
servicesubcategory_id
name
product
true
1
2
3
impact
3
false
list
1
2
3
4
urgency
1
false
list
1
2
3
4
priority
1
false
list
related_change_id
Change
true
DEL_MANUAL
related_change_id
ref
assignment_date
true
resolution_date
true
KnownError
problem_id
add_only
0
0
UserRequest
parent_problem_id
add_remove
0
0
Incident
parent_problem_id
add_remove
0
0
status
assigned
SetCurrentDate
assignment_date
new
assigned
resolved
SetCurrentDate
resolution_date
assigned
assigned
closed
SetCurrentDate
close_date
resolved
false
public
LifecycleAction
Set('assignment_date', time());
return true;
}]]>
false
public
LifecycleAction
Set('resolution_date', time());
return true;
}]]>
false
public
LifecycleAction
Set('close_date', time());
return true;
}]]>
/** 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());
}]]>
false
protected
Overload-DBObject
Set('start_date', time());
$this->Set('last_update', time());
}]]>
false
protected
Overload-DBObject
Set('last_update', time());
}]]>
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