iTop - IT Service Management & CMDB / Discussion / Customizing iTop: Modify file not reflect any change on server

Hello Sir,

I have made some modification in /var/WWW/web/env-production/model.itop-incident.mgmt-itil.php changes done in file show reflects in local linux or in window but when module goes to server then it does not show reflect modification.please help me to shot out problem...

Thanks & regards
Pankaj

File code:-

<?php
//
// File generated by ... on the 2013-05-30T08:05:23+0200
// Please do not edit manually
//

/*
* Classes and menus for itop-incident-mgmt-itil (version 2.0.0)
* * @author iTop compiler
* @license http://opensource.org/licenses/AGPL-3.0
/

/*
* Persistent classes for a CMDB
* * @copyright Copyright (C) 2010-2012 Combodo SARL
* @license http://opensource.org/licenses/AGPL-3.0
/
class Incident extends Ticket
{
public static function Init()
{
$aParams = array
(
'category' => 'bizmodel,searchable,requestmgmt',
'key_type' => 'autoincrement',
'name_attcode' => 'ref',
'state_attcode' => 'status',
'reconc_keys' => array('ref'),
'db_table' => 'ticket_incident',
'db_key_field' => 'id',
'db_finalclass_field' => '',
'icon' => utils::GetAbsoluteUrlModulesRoot().'itop-incident-mgmt-itil/images/incident.png',
'order_by_default' => array('ref' => false),
);
include('../conf/production/config-itop.php');

$username=$MySettings['db_user'];
$password=$MySettings['db_pwd'];
$db_name=$MySettings['db_name'];
$con=mysqli_connect("localhost",$username,$password,$db_name) or die();
if(isset($_SESSION['auth_user']))
{
$name=$_SESSION['auth_user'];
}

    MetaModel::Init_Params($aParams);

    MetaModel::Init_InheritAttributes();
       $sStimulus = utils::ReadParam('stimulus', '');

$operation = utils::ReadParam('operation', '');
$sclass = utils::ReadParam('class', '');

// $class = utils::ReadParam('class', '');
// echo"ccccccccccccccccc". $class;
if($sclass =="UserRequest")
{
$classtable= "ticket_request";
}
elseif ($sclass =="Incident")
{
$classtable= "ticket_incident";
}

$row2=array();
$row1=array();
$ids = utils::ReadParam('id', '');
//echo"Service id".$ids;
$a_ss='none';
if(($sStimulus=='ev_assign'))
{
if(($ids) && isset($classtable) )
{
$resn=mysqli_query($con,"SELECT service_id from $classtable where id=$ids");
$rown = mysqli_fetch_array($resn);
// $a_ss1=$rown[0];
// echo "Service id".$a_ss1;
$resn1=mysqli_query($con,"SELECT auto_assignement from service where id=$rown[0]");
$rown1 = mysqli_fetch_array($resn1);
$a_ss=$rown1[0];
// echo"Auto Assignment".$a_ss;
/ if($con)
{
echo "I am here";
}else
{
echo"i am not here";
}
/
}
}
/
if(isset($a_ss))
{
echo"pppppppppppppppppppppppppppppppppppppppppppppppppppppp". $a_ss ;
}
/
MetaModel::Init_AddAttribute(new AttributeEnum("status", array("allowed_values"=>new ValueSetEnum("new,assigned,pending,escalated_tto,escalated_ttr,resolved,closed"), "display_style"=>'list', "sql"=>'status', "default_value"=>'new', "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("impact", array("allowed_values"=>new ValueSetEnum("1,2,3"), "display_style"=>'list', "sql"=>'impact', "default_value"=>'1', "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("priority", array("allowed_values"=>new ValueSetEnum("1,2,3,4"), "display_style"=>'list', "sql"=>'priority', "default_value"=>'4', "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("urgency", array("allowed_values"=>new ValueSetEnum("1,2,3,4"), "display_style"=>'list', "sql"=>'urgency', "default_value"=>'4', "is_null_allowed"=>false, "depends_on"=>array())));
MetaModel::Init_AddAttribute(new AttributeEnum("origin", array("allowed_values"=>new ValueSetEnum("mail,phone,portal,monitoring"), "display_style"=>'list', "sql"=>'origin', "default_value"=>'phone', "is_null_allowed"=>true, "depends_on"=>array())));

//MetaModel::Init_AddAttribute(new AttributeExternalKey("approver_id", array("targetclass"=>'Person', "allowed_values"=>new ValueSetObjects("SELECT Person AS p JOIN lnkApprovalToTicket AS l1 ON l1.contact_id=p.id WHERE l1.ticket_id = :this->id"), "sql"=>'approver_id', "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array('org_id'))));
// MetaModel::Init_AddAttribute(new AttributeExternalField("approver_email", array("allowed_values"=>null, "extkey_attcode"=>'approver_id', "target_attcode"=>'email')));

    MetaModel::Init_AddAttribute(new AttributeExternalKey("service_id", array("targetclass"=>'Service', "allowed_values"=>new ValueSetObjects("SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id WHERE cc.org_id = :this->org_id"), "sql"=>'service_id', "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array('org_id'))));
    MetaModel::Init_AddAttribute(new AttributeExternalField("service_name", array("allowed_values"=>null, "extkey_attcode"=>'service_id', "target_attcode"=>'name')));
    MetaModel::Init_AddAttribute(new AttributeExternalKey("servicesubcategory_id", array("targetclass"=>'ServiceSubcategory', "allowed_values"=>new ValueSetObjects("SELECT ServiceSubcategory WHERE service_id = :this->service_id AND request_type = 'incident'"), "sql"=>'servicesubcategory_id', "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array('service_id'))));
    MetaModel::Init_AddAttribute(new AttributeExternalField("servicesubcategory_name", array("allowed_values"=>null, "extkey_attcode"=>'servicesubcategory_id', "target_attcode"=>'name')));


    MetaModel::Init_AddAttribute(new AttributeEnum("escalation_flag", array("allowed_values"=>new ValueSetEnum("yes,no"), "display_style"=>'list', "sql"=>'escalation_flag', "default_value"=>'no', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeString("escalation_reason", array("allowed_values"=>null, "sql"=>'escalation_reason', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeDateTime("assignment_date", array("allowed_values"=>null, "sql"=>'assignment_date', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeDateTime("resolution_date", array("allowed_values"=>null, "sql"=>'resolution_date', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeDateTime("last_pending_date", array("allowed_values"=>null, "sql"=>'last_pending_date', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeStopWatch("cumulatedpending", array("states"=>array("pending"), "goal_computing"=>'DefaultMetricComputer', "working_time_computing"=>'EnhancedSLAComputation', "thresholds"=>array())));
    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"))))))));
    MetaModel::Init_AddAttribute(new AttributeStopWatch("ttr", array("states"=>array("new", "escalated_tto", "assigned", "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"))))))));
    MetaModel::Init_AddAttribute(new AttributeSubItem("tto_escalation_deadline", array("target_attcode"=>'tto', "item_code"=>'100_deadline')));
    MetaModel::Init_AddAttribute(new AttributeSubItem("sla_tto_passed", array("target_attcode"=>'tto', "item_code"=>'100_passed')));
    MetaModel::Init_AddAttribute(new AttributeSubItem("sla_tto_over", array("target_attcode"=>'tto', "item_code"=>'100_overrun')));
    MetaModel::Init_AddAttribute(new AttributeSubItem("ttr_escalation_deadline", array("target_attcode"=>'ttr', "item_code"=>'100_deadline')));
    MetaModel::Init_AddAttribute(new AttributeSubItem("sla_ttr_passed", array("target_attcode"=>'ttr', "item_code"=>'100_passed')));
    MetaModel::Init_AddAttribute(new AttributeSubItem("sla_ttr_over", array("target_attcode"=>'ttr', "item_code"=>'100_overrun')));
    MetaModel::Init_AddAttribute(new AttributeDuration("time_spent", array("allowed_values"=>null, "sql"=>'time_spent', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeEnum("resolution_code", array("allowed_values"=>new ValueSetEnum("assistance,other,software patch,training,hardware repair,system update,bug fixed"), "display_style"=>'list', "sql"=>'resolution_code', "default_value"=>'assistance', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeText("solution", array("allowed_values"=>null, "sql"=>'solution', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeText("pending_reason", array("allowed_values"=>null, "sql"=>'pending_reason', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeExternalKey("parent_incident_id", array("targetclass"=>'Incident', "allowed_values"=>new ValueSetObjects("SELECT Incident WHERE id != :this->id AND status NOT IN ('resolved','closed')"), "sql"=>'parent_incident_id', "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeExternalField("parent_incident_ref", array("allowed_values"=>null, "extkey_attcode"=>'parent_incident_id', "target_attcode"=>'ref')));
    MetaModel::Init_AddAttribute(new AttributeExternalKey("parent_problem_id", array("targetclass"=>'Problem', "allowed_values"=>new ValueSetObjects("SELECT Problem WHERE status != \"closed\""), "sql"=>'parent_problem_id', "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeExternalField("parent_problem_ref", array("allowed_values"=>null, "extkey_attcode"=>'parent_problem_id', "target_attcode"=>'ref')));
    MetaModel::Init_AddAttribute(new AttributeExternalKey("parent_change_id", array("targetclass"=>'Change', "allowed_values"=>new ValueSetObjects("SELECT Change WHERE status != \"closed\""), "sql"=>'parent_change_id', "is_null_allowed"=>true, "on_target_delete"=>DEL_MANUAL, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeExternalField("parent_change_ref", array("allowed_values"=>null, "extkey_attcode"=>'parent_change_id', "target_attcode"=>'ref')));
    MetaModel::Init_AddAttribute(new AttributeLinkedSet("related_request_list", array("linked_class"=>'UserRequest', "ext_key_to_me"=>'parent_incident_id', "allowed_values"=>null, "count_min"=>0, "count_max"=>0, "edit_mode"=>LINKSET_EDITMODE_NONE, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeLinkedSet("child_incidents_list", array("linked_class"=>'Incident', "ext_key_to_me"=>'parent_incident_id', "allowed_values"=>null, "count_min"=>0, "count_max"=>0, "edit_mode"=>LINKSET_EDITMODE_NONE, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeCaseLog("public_log", array("allowed_values"=>null, "sql"=>'public_log', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeEnum("user_satisfaction", array("allowed_values"=>new ValueSetEnum("1,2,3,4"), "display_style"=>'list', "sql"=>'user_satisfaction', "default_value"=>'1', "is_null_allowed"=>true, "depends_on"=>array())));
    MetaModel::Init_AddAttribute(new AttributeText("user_comment", array("allowed_values"=>null, "sql"=>'user_commment', "default_value"=>'', "is_null_allowed"=>true, "depends_on"=>array())));

    // Lifecycle (status attribute: status)
    //
    MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_assign", array()));
    MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_reassign", array()));
    MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_pending", array()));
    MetaModel::Init_DefineStimulus(new StimulusInternal("ev_timeout", array()));
    MetaModel::Init_DefineStimulus(new StimulusInternal("ev_autoresolve", array()));
    MetaModel::Init_DefineStimulus(new StimulusInternal("ev_autoclose", array()));
    MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_resolve", array()));
    MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_close", array()));
    MetaModel::Init_DefineStimulus(new StimulusUserAction("ev_reopen", array()));
    MetaModel::Init_DefineState(
        "new",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'caller_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_HIDDEN,
                'agent_id' => OPT_ATT_HIDDEN,
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                'escalation_flag' => OPT_ATT_HIDDEN,
                'escalation_reason' => OPT_ATT_HIDDEN,
                'assignment_date' => OPT_ATT_HIDDEN,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_READONLY,
                'sla_tto_passed' => OPT_ATT_HIDDEN,
                'sla_tto_over' => OPT_ATT_HIDDEN,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );
    MetaModel::Init_DefineTransition("new", "ev_assign", array("target_state"=>"assigned", "actions"=>array('SetAssignedDate'), "user_restriction"=>null));
    MetaModel::Init_DefineTransition("new", "ev_timeout", array("target_state"=>"escalated_tto", "actions"=>array(), "user_restriction"=>null));
    MetaModel::Init_DefineTransition("new", "ev_autoresolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
    MetaModel::Init_DefineState(
        "escalated_tto",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'caller_id' => OPT_ATT_MANDATORY,
                'agent_id' => OPT_ATT_HIDDEN,
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                'escalation_flag' => OPT_ATT_HIDDEN,
                'escalation_reason' => OPT_ATT_HIDDEN,
                'assignment_date' => OPT_ATT_HIDDEN,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_READONLY,
                'sla_tto_passed' => OPT_ATT_HIDDEN,
                'sla_tto_over' => OPT_ATT_HIDDEN,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );  
    MetaModel::Init_DefineTransition("escalated_tto", "ev_assign", array("target_state"=>"assigned", "actions"=>array('SetAssignedDate'), "user_restriction"=>null));
   //  $ids = utils::ReadParam('id', '');

     /*    MetaModel::Init_DefineState(
        "assigned",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
                'agent_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                'assignment_date' => OPT_ATT_READONLY,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_tto_passed' => OPT_ATT_READONLY,
                'sla_tto_over' => OPT_ATT_READONLY,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_READONLY,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );
    */

// echo"I am here--------------------".$a_ss;

  // $a_ss='none';


//  if(($sStimulus=='ev_assign'))

// {

if($a_ss=="no")
{
MetaModel::Init_DefineState(
"assigned",
array(
"attribute_inherit" => '',
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_MANDATORY,
'team_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'agent_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'priority' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_HIDDEN,
// 'request_type' => OPT_ATT_READONLY,
// 'approvers' => OPT_ATT_READONLY,
'assignment_date' => OPT_ATT_READONLY,
'resolution_date' => OPT_ATT_HIDDEN,
'last_pending_date' => OPT_ATT_HIDDEN,
'time_spent' => OPT_ATT_HIDDEN,
'resolution_code' => OPT_ATT_HIDDEN,
'solution' => OPT_ATT_HIDDEN,
'pending_reason' => OPT_ATT_HIDDEN,
'user_satisfaction' => OPT_ATT_HIDDEN,
'user_comment' => OPT_ATT_HIDDEN,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_tto_passed' => OPT_ATT_READONLY,
'sla_tto_over' => OPT_ATT_READONLY,
'sla_ttr_passed' => OPT_ATT_HIDDEN,
'ttr_escalation_deadline' => OPT_ATT_READONLY,
'sla_ttr_over' => OPT_ATT_HIDDEN,
),
)
);
}

elseif($a_ss=="yes")
{
          MetaModel::Init_DefineState(
        "assigned",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_READONLY, 
                'agent_id' => OPT_ATT_READONLY, 
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
               // 'request_type' => OPT_ATT_READONLY,
            //    'approvers' => OPT_ATT_READONLY,
                'assignment_date' => OPT_ATT_READONLY,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_tto_passed' => OPT_ATT_READONLY,
                'sla_tto_over' => OPT_ATT_READONLY,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_READONLY,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );  
}
elseif($a_ss=="none")
{
     MetaModel::Init_DefineState(
        "assigned",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_READONLY,         
                'agent_id' => OPT_ATT_READONLY,     
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                //'request_type' => OPT_ATT_READONLY,
             //   'approvers' => OPT_ATT_READONLY,
                'assignment_date' => OPT_ATT_READONLY,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_tto_passed' => OPT_ATT_READONLY,
                'sla_tto_over' => OPT_ATT_READONLY,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_READONLY,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );
}
/*
  if($a_ss=="no")
    {

        echo"---------------------------------------------------------------------------";
    MetaModel::Init_DefineState(
        "assigned",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
                'agent_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                'assignment_date' => OPT_ATT_READONLY,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_tto_passed' => OPT_ATT_READONLY,
                'sla_tto_over' => OPT_ATT_READONLY,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_READONLY,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );
    }
    elseif($a_ss1=="yes")
    {
      MetaModel::Init_DefineState(
        "assigned",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_READONLY,
                'agent_id' => OPT_ATT_READONLY,
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                'assignment_date' => OPT_ATT_READONLY,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_tto_passed' => OPT_ATT_READONLY,
                'sla_tto_over' => OPT_ATT_READONLY,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_READONLY,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );  
    }
     elseif($a_ss1=="none")
    {
      MetaModel::Init_DefineState(
        "assigned",
        array(
            "attribute_inherit" => '',
            "attribute_list" => array(
                'ref' => OPT_ATT_READONLY,
                'org_id' => OPT_ATT_MANDATORY,
                'team_id' => OPT_ATT_READONLY,
                'agent_id' => OPT_ATT_READONLY,
                'priority' => OPT_ATT_READONLY,
                'start_date' => OPT_ATT_READONLY,
                'last_update' => OPT_ATT_READONLY,
                'close_date' => OPT_ATT_HIDDEN,
                'assignment_date' => OPT_ATT_READONLY,
                'resolution_date' => OPT_ATT_HIDDEN,
                'last_pending_date' => OPT_ATT_HIDDEN,
                'time_spent' => OPT_ATT_HIDDEN,
                'resolution_code' => OPT_ATT_HIDDEN,
                'solution' => OPT_ATT_HIDDEN,
                'pending_reason' => OPT_ATT_HIDDEN,
                'user_satisfaction' => OPT_ATT_HIDDEN,
                'user_comment' => OPT_ATT_HIDDEN,
                'tto_escalation_deadline' => OPT_ATT_HIDDEN,
                'sla_tto_passed' => OPT_ATT_READONLY,
                'sla_tto_over' => OPT_ATT_READONLY,
                'sla_ttr_passed' => OPT_ATT_HIDDEN,
                'ttr_escalation_deadline' => OPT_ATT_READONLY,
                'sla_ttr_over' => OPT_ATT_HIDDEN,
            ),
        )
    );  
    }  
      */

/ }
else
{
MetaModel::Init_DefineState(
"assigned",
array(
"attribute_inherit" => '',
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_MANDATORY,
'team_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'agent_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'priority' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_HIDDEN,
'assignment_date' => OPT_ATT_READONLY,
'resolution_date' => OPT_ATT_HIDDEN,
'last_pending_date' => OPT_ATT_HIDDEN,
'time_spent' => OPT_ATT_HIDDEN,
'resolution_code' => OPT_ATT_HIDDEN,
'solution' => OPT_ATT_HIDDEN,
'pending_reason' => OPT_ATT_HIDDEN,
'user_satisfaction' => OPT_ATT_HIDDEN,
'user_comment' => OPT_ATT_HIDDEN,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_tto_passed' => OPT_ATT_READONLY,
'sla_tto_over' => OPT_ATT_READONLY,
'sla_ttr_passed' => OPT_ATT_HIDDEN,
'ttr_escalation_deadline' => OPT_ATT_READONLY,
'sla_ttr_over' => OPT_ATT_HIDDEN,
),
)
);
}
/
MetaModel::Init_DefineTransition("assigned", "ev_pending", array("target_state"=>"pending", "actions"=>array('SetLastPendingDate'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_resolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_reassign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_timeout", array("target_state"=>"escalated_ttr", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("assigned", "ev_autoresolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
MetaModel::Init_DefineState(
"escalated_ttr",
array(
"attribute_inherit" => '',
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_MANDATORY,
'team_id' => OPT_ATT_MANDATORY,
'agent_id' => OPT_ATT_MANDATORY,
'priority' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_HIDDEN,
'assignment_date' => OPT_ATT_READONLY,
'resolution_date' => OPT_ATT_HIDDEN,
'last_pending_date' => OPT_ATT_HIDDEN,
'time_spent' => OPT_ATT_HIDDEN,
'resolution_code' => OPT_ATT_HIDDEN,
'solution' => OPT_ATT_HIDDEN,
'pending_reason' => OPT_ATT_HIDDEN,
'user_satisfaction' => OPT_ATT_HIDDEN,
'user_comment' => OPT_ATT_HIDDEN,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_tto_passed' => OPT_ATT_READONLY,
'sla_tto_over' => OPT_ATT_READONLY,
'sla_ttr_passed' => OPT_ATT_HIDDEN,
'ttr_escalation_deadline' => OPT_ATT_READONLY,
'sla_ttr_over' => OPT_ATT_HIDDEN,
),
)
);
MetaModel::Init_DefineTransition("escalated_ttr", "ev_pending", array("target_state"=>"pending", "actions"=>array('SetLastPendingDate'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("escalated_ttr", "ev_resolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("escalated_ttr", "ev_reassign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("escalated_ttr", "ev_autoresolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
MetaModel::Init_DefineState(
"pending",
array(
"attribute_inherit" => '',
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_MANDATORY,
'team_id' => OPT_ATT_MANDATORY,
'agent_id' => OPT_ATT_MANDATORY,
'priority' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_HIDDEN,
'assignment_date' => OPT_ATT_READONLY,
'resolution_date' => OPT_ATT_HIDDEN,
'last_pending_date' => OPT_ATT_READONLY,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_tto_passed' => OPT_ATT_HIDDEN,
'sla_tto_over' => OPT_ATT_HIDDEN,
'sla_ttr_passed' => OPT_ATT_HIDDEN,
'sla_ttr_over' => OPT_ATT_HIDDEN,
'time_spent' => OPT_ATT_HIDDEN,
'resolution_code' => OPT_ATT_HIDDEN,
'solution' => OPT_ATT_HIDDEN,
'pending_reason' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'user_satisfaction' => OPT_ATT_HIDDEN,
'user_comment' => OPT_ATT_HIDDEN,
),
)
);
MetaModel::Init_DefineTransition("pending", "ev_assign", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("pending", "ev_autoresolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
MetaModel::Init_DefineState(
"resolved",
array(
"attribute_inherit" => '',
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_READONLY,
'caller_id' => OPT_ATT_READONLY,
'origin' => OPT_ATT_READONLY,
'team_id' => OPT_ATT_READONLY,
'agent_id' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'impact' => OPT_ATT_READONLY,
'urgency' => OPT_ATT_READONLY,
'priority' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_HIDDEN,
'service_id' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'servicesubcategory_id' => OPT_ATT_MUSTPROMPT,
'escalation_flag' => OPT_ATT_READONLY,
'escalation_reason' => OPT_ATT_READONLY,
'assignment_date' => OPT_ATT_READONLY,
'resolution_date' => OPT_ATT_READONLY,
'last_pending_date' => OPT_ATT_HIDDEN,
'time_spent' => OPT_ATT_READONLY,
'resolution_code' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'solution' => OPT_ATT_MANDATORY | OPT_ATT_MUSTPROMPT,
'pending_reason' => OPT_ATT_READONLY,
'user_satisfaction' => OPT_ATT_HIDDEN,
'user_comment' => OPT_ATT_HIDDEN,
'parent_incident_id' => OPT_ATT_READONLY,
'parent_change_id' => OPT_ATT_READONLY,
'parent_problem_id' => OPT_ATT_READONLY,
'title' => OPT_ATT_READONLY,
'description' => OPT_ATT_READONLY,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_tto_passed' => OPT_ATT_READONLY,
'sla_tto_over' => OPT_ATT_READONLY,
'sla_ttr_passed' => OPT_ATT_READONLY,
'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_ttr_over' => OPT_ATT_READONLY,
),
)
);
MetaModel::Init_DefineTransition("resolved", "ev_close", array("target_state"=>"closed", "actions"=>array('SetClosureDate'), "user_restriction"=>null));
MetaModel::Init_DefineTransition("resolved", "ev_reopen", array("target_state"=>"assigned", "actions"=>array(), "user_restriction"=>null));
MetaModel::Init_DefineTransition("resolved", "ev_autoresolve", array("target_state"=>"resolved", "actions"=>array('SetResolveDate', 'resolveChilds'), "user_restriction"=>null));
MetaModel::Init_DefineState(
"closed",
array(
"attribute_inherit" => '',
"attribute_list" => array(
'ref' => OPT_ATT_READONLY,
'org_id' => OPT_ATT_READONLY,
'caller_id' => OPT_ATT_READONLY,
'origin' => OPT_ATT_READONLY,
'team_id' => OPT_ATT_READONLY,
'agent_id' => OPT_ATT_READONLY,
'start_date' => OPT_ATT_READONLY,
'last_update' => OPT_ATT_READONLY,
'private_log' => OPT_ATT_READONLY,
'impact' => OPT_ATT_READONLY,
'urgency' => OPT_ATT_READONLY,
'priority' => OPT_ATT_READONLY,
'service_id' => OPT_ATT_READONLY,
'servicesubcategory_id' => OPT_ATT_READONLY,
'escalation_flag' => OPT_ATT_READONLY,
'escalation_reason' => OPT_ATT_READONLY,
'assignment_date' => OPT_ATT_READONLY,
'resolution_date' => OPT_ATT_READONLY,
'close_date' => OPT_ATT_READONLY,
'last_pending_date' => OPT_ATT_HIDDEN,
'time_spent' => OPT_ATT_READONLY,
'resolution_code' => OPT_ATT_READONLY,
'solution' => OPT_ATT_READONLY,
'pending_reason' => OPT_ATT_READONLY,
'public_log' => OPT_ATT_READONLY,
'user_satisfaction' => OPT_ATT_MUSTPROMPT,
'user_comment' => OPT_ATT_MUSTPROMPT,
'pending_reason' => OPT_ATT_READONLY,
'parent_incident_id' => OPT_ATT_READONLY,
'parent_change_id' => OPT_ATT_READONLY,
'parent_problem_id' => OPT_ATT_READONLY,
'title' => OPT_ATT_READONLY,
'description' => OPT_ATT_READONLY,
'tto_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_tto_passed' => OPT_ATT_READONLY,
'sla_tto_over' => OPT_ATT_READONLY,
'sla_ttr_passed' => OPT_ATT_READONLY,
'ttr_escalation_deadline' => OPT_ATT_HIDDEN,
'sla_ttr_over' => OPT_ATT_READONLY,
),
)
);

    MetaModel::Init_SetZListItems('details', array (

0 => 'functionalcis_list',
1 => 'contacts_list',
2 => 'child_incidents_list',
3 => 'related_request_list',
4 => 'workorders_list',
'col:col1' =>
array (
'fieldset:Ticket:baseinfo' =>
array (
0 => 'org_id',
1 => 'caller_id',
2 => 'status',
3 => 'origin',
4 => 'title',
5 => 'description',
),
'fieldset:Ticket:moreinfo' =>
array (
0 => 'service_id',
1 => 'servicesubcategory_id',
2 => 'escalation_flag',
3 => 'escalation_reason',
4 => 'pending_reason',

),

),
'col:col2' =>
array (
'fieldset:Ticket:Type' =>
array (
0 => 'impact',
1 => 'urgency',
2 => 'priority',
),
'fieldset:Ticket:contact' =>
array (
0 => 'team_id',
1 => 'agent_id',
),
'fieldset:Ticket:date' =>
array (
0 => 'start_date',
1 => 'last_update',
2 => 'assignment_date',
3 => 'tto_escalation_deadline',
4 => 'ttr_escalation_deadline',
5 => 'last_pending_date',
6 => 'resolution_date',
7 => 'close_date',
),
),
'col:col3' =>
array (
'fieldset:Relations' =>
array (
0 => 'parent_incident_id',
1 => 'parent_problem_id',
2 => 'parent_change_id',
),
'fieldset:Ticket:resolution' =>
array (
0 => 'resolution_code',
1 => 'solution',
2 => 'time_spent',
3 => 'user_satisfaction',
4 => 'user_comment',
),
'fieldset:Ticket:SLA' =>
array (
0 => 'sla_tto_passed',
1 => 'sla_tto_over',
2 => 'sla_ttr_passed',
3 => 'sla_ttr_over',
),
),
));
MetaModel::Init_SetZListItems('standard_search', array (
0 => 'ref',
1 => 'org_id',
2 => 'title',
3 => 'description',
4 => 'start_date',
5 => 'end_date',
6 => 'resolution_date',
7 => 'close_date',
8 => 'status',
9 => 'caller_id',
10 => 'origin',
11 => 'impact',
12 => 'urgency',
13 => 'priority',
14 => 'service_id',
15 => 'servicesubcategory_id',
16 => 'team_id',
17 => 'agent_id',
18 => 'escalation_flag',
19 => 'resolution_code',
20 => 'user_satisfaction',
21 => 'sla_tto_passed',
22 => 'sla_ttr_passed',

));
MetaModel::Init_SetZListItems('list', array (
0 => 'title',
1 => 'org_id',
2 => 'caller_id',
3 => 'start_date',
4 => 'status',
5 => 'agent_id',
));

}



public function SetAssignedDate($sStimulusCode)
{
    $this->Set('assignment_date', time());
    return true;
}


public function SetLastPendingDate($sStimulusCode)
{
    $this->Set('last_pending_date', time());
    return true;
}


public function SetResolveDate($sStimulusCode)
{
    $this->Set('resolution_date', time());
            $iTimeSpent = time() - AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
    $this->Set('time_spent', $iTimeSpent);
    return true;
}


public function SetClosureDate($sStimulusCode)
{
    $this->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)
     */
    public function ComputePriority()
    {
            // priority[impact][urgency]
            $aPriorities = array(
                    // single person
                    1 => 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 = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')];
            return $iPriority;              
    }


public function ComputeValues()
{

    // Compute the priority of the ticket
    $this->Set('priority', $this->ComputePriority());

    $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('I-%06d', $iKey);
        $this->Set('ref', $sName);
    }

    return parent::ComputeValues();
}


function DisplayBareRelations(WebPage $oPage, $bEditMode = false)
{
    parent::DisplayBareRelations($oPage, $bEditMode);

    if (!$bEditMode)
    {
        if (MetaModel::IsValidClass('KnownError'))
        {
            //Search for known errors
            $oPage->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));
        }
    }
}

/**
 * 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
 */
public function GetIcon($bImgTag = true)
{
    $sStatus = $this->Get('status');
    switch($this->GetState())
    {

        case 'escalated_tto':
        case 'escalated_ttr':
        $sIcon = self::MakeIconFromName('incident-escalated.png');
        break;

        case 'resolved':
        case 'closed':
        $sIcon = self::MakeIconFromName('incident-closed.png');
        break;

        case 'new':
        case 'approved':
        $sIcon = self::MakeIconFromName('user-request.png');
        $iEscalationDeadline = $this->Get('tto_escalation_deadline');
        if ($iEscalationDeadline != null)
        {
            // A SLA is running
            $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));

            $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
            if ($ratio <= 0)
            {
                $sIcon = self::MakeIconFromName('incident-escalated.png');
            }
            else if ($ratio <= 0.25)
            {
                $sIcon = self::MakeIconFromName('incident-deadline.png');
            }
        }
        break;

        case 'assigned':
        $sIcon = self::MakeIconFromName('user-request.png');
        $iEscalationDeadline = $this->Get('ttr_escalation_deadline');
        if ($iEscalationDeadline != null)
        {
            // A SLA is running
            $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
            $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
            if ($ratio <= 0)
            {
                $sIcon = self::MakeIconFromName('incident-escalated.png');
            }
            else if ($ratio <= 0.25)
            {
                $sIcon = self::MakeIconFromName('incident-deadline.png');
            }
        }
        break;






        default:
        $sIcon = MetaModel::GetClassIcon(get_class($this), $bImgTag);
    }
    return $sIcon;
}


protected static function MakeIconFromName($sIconName, $bImgTag = true)
{
    $sIcon = '';
    if ($sIconName != '')
    {
        $sPath = '../env-'.utils::GetCurrentEnvironment().'/itop-incident-mgmt-itil/images/'.$sIconName;
        if ($bImgTag)
        {
            $sIcon = "<img src=\"$sPath\" style=\"vertical-align:middle;\"/>";
        }
        else
        {
            $sIcon  = $sPath;
        }
    }
    return $sIcon;
}


public function GetHilightClass()
{
    $sHilightClass = '';
    switch($this->GetState())
    {
        case 'new':
        case 'approved':
        $iEscalationDeadline  = $this->Get('tto_escalation_deadline');
        if ($iEscalationDeadline != null)
        {
            // A SLA is running
            $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
            $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
            if ($ratio <= 0)
            {
                $sHilightClass = HILIGHT_CLASS_CRITICAL;
            }
            else if ($ratio <= 0.25)
            {
                $sHilightClass = HILIGHT_CLASS_WARNING;
            }
        }
        break;

        case 'assigned':
        $iEscalationDeadline = $this->Get('ttr_escalation_deadline');
        if ($iEscalationDeadline != null)
        {
            // A SLA is running
            $iStartDate = AttributeDateTime::GetAsUnixSeconds($this->Get('start_date'));
            $ratio = ($iEscalationDeadline - time())/($iEscalationDeadline - $iStartDate);
            if ($ratio <= 0)
            {
                $sHilightClass = HILIGHT_CLASS_CRITICAL;
            }
            else if ($ratio <= 0.25)
            {
                $sHilightClass = HILIGHT_CLASS_WARNING;
            }
        }
        break;

        case 'escalated_tto':
        case 'escalated_ttr':
        $sHilightClass = HILIGHT_CLASS_CRITICAL;
        break;
    }
    return $sHilightClass;
}


public function resolveChilds($sStimulusCode)
{

    $oMyChange = MetaModel::NewObject("CMDBChange");
    $oMyChange->Set("date", time());
    $sUserString = CMDBChange::GetCurrentUserName();
    $oMyChange->Set("userinfo", $sUserString."(automatic resolution)");
    $iChangeId = $oMyChange->DBInsert();
    $sOQL = "SELECT UserRequest WHERE parent_request_id=:ticket";
    $oChildRequestSet = new DBObjectSet(DBObjectSearch::FromOQL($sOQL),
                    array(),
                    array(
                        'ticket' => $this->GetKey(),
                        )
                    );
    //automatically resolve child requests
    while($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');
            $oRequest->DBUpdateTracked($oMyChange);
        }
    }

    //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');
            $oIncident->DBUpdateTracked($oMyChange);
        }
    }
    return true;

}


public function UpdateChildRequestLog()
{
    $sLogPublic = utils::ReadPostedParam('attr_public_log', null,false,'raw_data');
    if ( $sLogPublic != null)
    {
        $oMyChange = MetaModel::NewObject("CMDBChange");
        $oMyChange->Set("date", time());
        $sUserString = CMDBChange::GetCurrentUserName();
        $oMyChange->Set("userinfo", $sUserString."(automatic update)");
        $iChangeId = $oMyChange->DBInsert();
        $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);
            $oRequest->DBUpdateTracked($oMyChange);
        }

    }
    $sLogPrivate = utils::ReadPostedParam('attr_private_log', null,false,'raw_data');
    if ( $sLogPrivate != null)
    {
        $oMyChange = MetaModel::NewObject("CMDBChange");
        $oMyChange->Set("date", time());
        $sUserString = CMDBChange::GetCurrentUserName();
        $oMyChange->Set("userinfo", $sUserString."(automatic update)");
        $iChangeId = $oMyChange->DBInsert();
        $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);
            $oRequest->DBUpdateTracked($oMyChange);
        }
    }
    return true;

}


public function UpdateChildIncidentLog()
{
    $sLogPublic = utils::ReadPostedParam('attr_public_log', null,false,'raw_data');
    if ( $sLogPublic != null)
    {
        $oMyChange = MetaModel::NewObject("CMDBChange");
        $oMyChange->Set("date", time());
        $sUserString = CMDBChange::GetCurrentUserName();
        $oMyChange->Set("userinfo", $sUserString."(automatic update)");
        $iChangeId = $oMyChange->DBInsert();
        $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);
            $oIncident->DBUpdateTracked($oMyChange);
        }

    }
    $sLogPrivate = utils::ReadPostedParam('attr_private_log', null,false,'raw_data');
    if ( $sLogPrivate != null)
    {
        $oMyChange = MetaModel::NewObject("CMDBChange");
        $oMyChange->Set("date", time());
        $sUserString = CMDBChange::GetCurrentUserName();
        $oMyChange->Set("userinfo", $sUserString."(automatic update)");
        $iChangeId = $oMyChange->DBInsert();
        $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);
            $oIncident->DBUpdateTracked($oMyChange);
        }
    }
    return true;

}


public function ComputeImpactedItems()
{    
    $oToNotify = $this->Get('contacts_list');

    $oToImpact = $this->Get('functionalcis_list');

    $oImpactedInfras = DBObjectSet::FromLinkSet($this, 'functionalcis_list', 'functionalci_id');

    $aComputed = $oImpactedInfras->GetRelatedObjects('impacts', 10);

    if (isset($aComputed['FunctionalCI']) && is_array($aComputed['FunctionalCI']))
    {
        foreach($aComputed['FunctionalCI'] as $iKey => $oObject)
        {
            $oNewLink = new lnkFunctionalCIToTicket();
            $oNewLink->Set('functionalci_id', $iKey);
            $oNewLink->Set('impact', 'potentially impacted (automatically computed)');
            $oToImpact->AddObject($oNewLink);
        }
    }
    if (isset($aComputed['Contact']) && is_array($aComputed['Contact']))
    {
        foreach($aComputed['Contact'] as $iKey => $oObject)
        {
            $oNewLink = new lnkContactToTicket();
            $oNewLink->Set('contact_id', $iKey);
            $oNewLink->Set('role', 'contact automatically computed');
            $oToNotify->AddObject($oNewLink);
        }
    }

    parent::OnInsert();
}


protected function OnInsert()

{
    $this->ComputeImpactedItems();
    $this->Set('last_update', time());
    $this->Set('start_date', time());
}


protected function OnUpdate()
{
    $this->Set('last_update', time());
    $this->UpdateChildRequestLog();
    $this->UpdateChildIncidentLog();
}

}
//
// Menus
//
$comp_menus['IncidentManagement'] = new MenuGroup('IncidentManagement', 35);
$comp_menus['Incident:Overview'] = new DashboardMenuNode('Incident:Overview', dirname(FILE).'/overview.xml', $comp_menus['IncidentManagement']->GetIndex(), 0);
$comp_menus['NewIncident'] = new NewObjectMenuNode('NewIncident', 'Incident', $comp_menus['IncidentManagement']->GetIndex(), 1);
$comp_menus['SearchIncidents'] = new SearchMenuNode('SearchIncidents', 'Incident', $comp_menus['IncidentManagement']->GetIndex(), 2);
$comp_menus['Incident:Shortcuts'] = new TemplateMenuNode('Incident:Shortcuts', '', $comp_menus['IncidentManagement']->GetIndex(), 3);
$comp_menus['Incident:MyIncidents'] = new OQLMenuNode('Incident:MyIncidents', "SELECT Incident WHERE agent_id = :current_contact_id AND status NOT IN (\"closed\",\"resolved\")", $comp_menus['Incident:Shortcuts']->GetIndex(), 0, false);
$comp_menus['Incident:MyIncidents']->SetParameters(array('auto_reload' => "fast"));
$comp_menus['Incident:EscalatedIncidents'] = new OQLMenuNode('Incident:EscalatedIncidents', "SELECT Incident WHERE status IN (\"escalated_tto\", \"escalated_ttr\") OR escalation_flag=\"yes\"", $comp_menus['Incident:Shortcuts']->GetIndex(), 1, false);
$comp_menus['Incident:EscalatedIncidents']->SetParameters(array('auto_reload' => "fast"));
$comp_menus['Incident:OpenIncidents'] = new OQLMenuNode('Incident:OpenIncidents', "SELECT Incident WHERE status NOT IN (\"closed\")", $comp_menus['Incident:Shortcuts']->GetIndex(), 2, true);
$comp_menus['Incident:OpenIncidents']->SetParameters(array('auto_reload' => "fast"));

Modify file not reflect any change on server

An easy, extensible web based IT service management platform

Forums

Help

Modify file not reflect any change on server

Modify file not reflect any change on server

An easy, extensible web based IT service management platform

Forums

Help

Modify file not reflect any change on server document.SUBSCRIPTION_OPTIONS = { "thing": "topic", "subscribed": false, "url": "subscribe", "icon": { "css": "fa fa-envelope-o" } };

Modify file not reflect any change on server