coverage window bug Status Escalated TTo/TTR

stade13
2013-08-05
2014-08-18
  • stade13

    stade13 - 2013-08-05

    Hi,

    I have some problem with module Coverage Window Sla Computation. When I activated this module In Itop 2.0.1, incidents are not happening in status escalated TTO OR TTR. Have you same bug ?

    Any help appreciated.

    Thanks

     
  • Chris Yeowell

    Chris Yeowell - 2013-11-19

    I am seeing the same problem in 2.0.1. User Request and Incident ticket types do not change status to escalated_tto after expiry of the TTO value. cron.php is running and notifications are working for other triggers. I to have the Coverage Window SLA computation module installed

     
  • Chris Yeowell

    Chris Yeowell - 2013-11-19

    I am currently trying to follow the details in https://sourceforge.net/p/itop/discussion/922361/thread/ed145a87 which requires editing the model.itop-xxxxx-mgmt-itil.php files in production. Having made this change the TTO calculation is now following Enhanced SLA Computation, but I have yet to see the escalated_tto state change working. However, make the change to the php file will mean that I have to remake these changes every time I run setup. How do I update the datamodel to include the change from "working_time_computing"=>'DefaultWorkingTimeComputer" to "working_time_computing"=>'EnhancedSLAComputation" for any future runs of setup?

     
  • Chris Yeowell

    Chris Yeowell - 2013-12-05

    I made a change to C:\inetpub\ITOP\extensions\combodo-coverage-windows-computation\datamodel.combodo-coverage-windows-computation.xm and the incident variant. I changed <working_time>ComputeWorkingHours</working_time> to <working_time>EnhancedSLAComputation</working_time> and ran setup again.
    This updated the resulting production php file tto and ttr StopWatch model


        MetaModel::Init_AddAttribute(new AttributeStopWatch("tto", array("states"=>array("new", "escalated_tto"), "goal_computing"=>'ResponseTicketTTO', "working_time_computing"=>'EnhancedSLAComputation', "thresholds"=>array(75 => array('percent' => 75, 'actions' => array()), 100 => array('percent' => 100, 'actions' => array(array('verb' => 'ApplyStimulus', 'params' => array("ev_timeout"))))), "always_load_in_tables"=>false)));
        MetaModel::Init_AddAttribute(new AttributeStopWatch("ttr", array("states"=>array("escalated_tto", "assigned", "approved", "escalated_ttr"), "goal_computing"=>'ResponseTicketTTR', "working_time_computing"=>'EnhancedSLAComputation', "thresholds"=>array(75 => array('percent' => 75, 'actions' => array()), 100 => array('percent' => 100, 'actions' => array(array('verb' => 'ApplyStimulus', 'params' => array("ev_timeout"))))), "always_load_in_tables"=>false)));
    

    Notice the 'actions' => array(array('verb' => 'ApplyStimulus', 'params' => array("ev_timeout"))))) These were missing before I made this change.

    For completeness the change that I made to the datamodel in the extension is from this code


    <class id="UserRequest">
       <fields>
        <field id="tto" xsi:type="AttributeStopWatch" _delta="redefine">
          <states>
            <state id="new"/>
            <state id="escalated_tto"/>
          </states>
          <working_time>ComputeWorkingHours</working_time>
          <goal>ResponseTicketTTO</goal>
          <thresholds>
            <threshold>
              <percent>75</percent>
              <actions>
        </actions>
            </threshold>
            <threshold>
              <percent>100</percent>
              <actions>
              </actions>
            </threshold>
          </thresholds>
        </field>
        <field id="ttr" xsi:type="AttributeStopWatch" _delta="redefine">
          <states>
            <state id="escalated_tto"/>
            <state id="assigned"/>
            <state id="approved"/>
            <state id="escalated_ttr"/>
          </states>
          <working_time>ComputeWorkingHours</working_time>
          <goal>ResponseTicketTTR</goal>
          <thresholds>
            <threshold>
              <percent>75</percent>
              <actions>
        </actions>
            </threshold>
            <threshold>
              <percent>100</percent>
              <actions>
              </actions>
            </threshold>
          </thresholds>
        </field>
      </fields>
    

    </class>


    to this


    <class id="UserRequest">
       <fields>
        <field id="tto" xsi:type="AttributeStopWatch" _delta="redefine">
          <states>
            <state id="new"/>
            <state id="escalated_tto"/>
          </states>
          <working_time>EnhancedSLAComputation</working_time>
          <goal>ResponseTicketTTO</goal>
          <thresholds>
            <threshold>
              <percent>75</percent>
              <actions>
        </actions>
            </threshold>
            <threshold>
              <percent>100</percent>
              <actions>
                <action>
                  <verb>ApplyStimulus</verb>
                  <params>
                    <param>ev_timeout</param>
                  </params>
                </action>
              </actions>
            </threshold>
          </thresholds>
        </field>
        <field id="ttr" xsi:type="AttributeStopWatch" _delta="redefine">
          <states>
            <state id="escalated_tto"/>
            <state id="assigned"/>
            <state id="approved"/>
            <state id="escalated_ttr"/>
          </states>
          <working_time>EnhancedSLAComputation</working_time>
          <goal>ResponseTicketTTR</goal>
          <thresholds>
            <threshold>
              <percent>75</percent>
              <actions>
        </actions>
            </threshold>
            <threshold>
              <percent>100</percent>
              <actions>
                <action>
                  <verb>ApplyStimulus</verb>
                  <params>
                    <param>ev_timeout</param>
                  </params>
                </action>
              </actions>
            </threshold>
          </thresholds>
        </field>
      </fields>
    

    </class>


    Now my User Requests (ITIL) and Incidents (ITIL) transition states to escalated_tto and escalated_ttr as they should.
    I hope that this helps anyone else having similar problems.

     
  • Loubaris Rachid

    Loubaris Rachid - 2014-03-05

    thanks for solution but i have some issue with this solution :

    In SLA report the flage passed SLA TTO or TTR don't change to yes

    and on ticket history the value due date tto, tto passed are missing

     
  • Acad_L

    Acad_L - 2014-03-21

    Hi guy i've got the same problem, please post any solution if you havec some one...

     
  • stade13

    stade13 - 2014-03-24

    Hi,

    it's work for me

        <class id="Incident">
            <fields>
                <field id="service_id" xsi:type="AttributeExternalKey" _delta="redefine">
                    <filter><![CDATA[SELECT s FROM Organization AS child JOIN Organization AS root ON child.parent_id BELOW root.id JOIN CustomerContract AS cc ON cc.org_id = root.id JOIN lnkCustomerContractToService AS l1 ON l1.customercontract_id = cc.id JOIN Service AS s ON l1.service_id = s.id WHERE s.request_type='incident' AND child.id=:this->org_id]]></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>
                </field>
                <field id="tto" xsi:type="AttributeStopWatch" _delta="redefine">
                    <states>
                        <state id="new" />
                        <state id="escalated_tto" />
                    </states>
                    <working_time>ComputeWorkingHours</working_time>
                    <goal>ResponseTicketTTO</goal>
                    <thresholds>
                        <threshold>
                            <percent>75</percent>
                            <actions>
                            </actions>
                        </threshold>
                        <threshold>
                            <percent>100</percent>
                            <actions>
                                <action>
                                    <verb>ApplyStimulus</verb>
                                    <params>
                                        <param>ev_timeout</param>
                                    </params>
                                </action>
                            </actions>
                        </threshold>
                    </thresholds>
                </field>
                <field id="ttr" xsi:type="AttributeStopWatch" _delta="redefine">
                    <states>
                        <state id="new" />
                        <state id="escalated_tto" />
                        <state id="assigned" />
                        <state id="approved" />
                        <state id="escalated_ttr" />
                    </states>
                    <working_time>ComputeWorkingHours</working_time>
                    <goal>ResponseTicketTTR</goal>
                    <thresholds>
                        <threshold>
                            <percent>50</percent>
                            <actions>
                            </actions>
                        </threshold>
    
                        <threshold>
                            <percent>75</percent>
                            <actions>
                            </actions>
                        </threshold>
                        <threshold>
                            <percent>100</percent>
                            <actions>
                                <action>
                                    <verb>ApplyStimulus</verb>
                                    <params>
                                        <param>ev_timeout</param>
                                    </params>
                                </action>
                            </actions>
                        </threshold>
                    </thresholds>
                </field>
            </fields>
        </class>
    
     
    Last edit: stade13 2014-03-24
    • delefemiaoa

      delefemiaoa - 2014-05-23

      Hi stade13, I tried your xml code but it is not working well for me. It complained that action>
      actions

      should not be there after param>ev_timeout</param
      params

       
      Last edit: delefemiaoa 2014-05-23
  • Acad_L

    Acad_L - 2014-03-26

    Thanks a lot stade13, i'll try your Xml code. I'll tell you if it's working.
    In fast, the first problem was that the "escalation tto/ttr" didn't occur when the SLA (TTO/TTR) was passed.
    I then apply the Xml code from Chris Yeowell but the TTO / TTR dealine desapear the case became empty. And now, i'm looking for a solution to get all of this working properly.

    I contacted combodo directly the get a solution, but they don't answer to me, the just tell me to pay to get a support !!!

     
  • stade13

    stade13 - 2014-04-15

    if you do not manage to change status, there are three possibilities:

    1- you changed the life cycle of the ticket and there is an error some parts.

    2- you do not have a crontab.

    3- action is empty but I corrected it in my post

     
    Last edit: stade13 2014-04-15
  • Asparuh Vasilev

    Asparuh Vasilev - 2014-08-18

    Is there any update on this issue, because I don't see at all Functions in the 2.x Datamodel related to escalations. There are only functions in 1.x Datamodel, which is outdated and is not used at 2.0.x version of iTop. So please update us with the code, which corresponds to the declared technical specifications of the software. For now, I think that the escalated_tto/escalated_ttr functions could not work at all! :(

     
  • Asparuh Vasilev

    Asparuh Vasilev - 2014-08-18

    It works for me exactly like Chris Yeowell has written. Thanks.

     

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