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Initial release
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Hipska committed Sep 11, 2018
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19 changes: 19 additions & 0 deletions README.md
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Auto dispatch tickets
=====================

The module `sv-auto-dispatch` is an [iTop](https://www.combodo.com/itop-193) extension to add rules to automatically dispatch tickets to a team, depending on the selected service.
Because of the nature of the module, you need to install at least one of [Dispatch Incident to team](https://store.itophub.io/en_US/products/combodo-dispatch-incident) and [Dispatch User Request to a team](https://store.itophub.io/en_US/products/combodo-dispatch-userrequest).

Installation
------------

Place this in the `extensions` folder of your iTop instance and run iTop setup again.
Be sure to enable the extension during setup.

Usage
-----

Create a new dispatch rule with a team (from your delivery model) and a timeout to define when after what time the ticket should be dispatched to that team.
Then you can specify on every service on the customer contract which dispatch rule (next to SLA) should be applied.
When a ticket for one of these services is created, it will automatically be dispatched to the selected team after the set timeout.
This of course only if not yet dispatched or assigned in the meantime.
284 changes: 284 additions & 0 deletions datamodel.sv-auto-dispatch.xml
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<?xml version="1.0" encoding="utf-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.0">
<classes>
<class id="DispatchRule" _delta="define">
<parent>cmdbAbstractObject</parent>
<properties>
<category>bizmodel,searchable,requestmgmt</category>
<abstract>false</abstract>
<key_type>autoincrement</key_type>
<db_table>dispatchrule</db_table>
<naming>
<attributes>
<attribute id="name"/>
</attributes>
</naming>
<icon>images/dispatchrule.png</icon>
<reconciliation>
<attributes>
<attribute id="name"/>
<attribute id="org_id"/>
<attribute id="org_name"/>
</attributes>
</reconciliation>
</properties>
<fields>
<field id="name" xsi:type="AttributeString">
<sql>name</sql>
<default_value/>
<is_null_allowed>false</is_null_allowed>
</field>
<field id="org_id" xsi:type="AttributeExternalKey">
<sql>org_id</sql>
<target_class>Organization</target_class>
<is_null_allowed>false</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="org_name" xsi:type="AttributeExternalField">
<extkey_attcode>org_id</extkey_attcode>
<target_attcode>name</target_attcode>
</field>
<field id="team_id" xsi:type="AttributeExternalKey" _delta="define">
<sql>team_id</sql>
<target_class>Team</target_class>
<filter>SELECT Team AS T
JOIN lnkDeliveryModelToContact AS L1 ON L1.contact_id = T.id
JOIN DeliveryModel AS DM ON L1.deliverymodel_id = DM.id
WHERE DM.org_id = :this->org_id</filter>
<dependencies>
<attribute id="org_id"/>
</dependencies>
<is_null_allowed>false</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="team_name" xsi:type="AttributeExternalField">
<extkey_attcode>team_id</extkey_attcode>
<target_attcode>name</target_attcode>
</field>
<field id="timeout" xsi:type="AttributeDuration">
<sql>timeout</sql>
<default_value/>
<is_null_allowed>false</is_null_allowed>
</field>
</fields>
<methods/>
<presentation>
<details>
<items>
<item id="name">
<rank>10</rank>
</item>
<item id="org_id">
<rank>20</rank>
</item>
<item id="team_id">
<rank>30</rank>
</item>
<item id="timeout">
<rank>40</rank>
</item>
</items>
</details>
<list>
<items>
<item id="org_id">
<rank>10</rank>
</item>
<item id="team_id">
<rank>20</rank>
</item>
<item id="timeout">
<rank>30</rank>
</item>
</items>
</list>
</presentation>
</class>
<class id="lnkCustomerContractToService" _created_in="itop-service-mgmt" _delta="must_exist">
<fields>
<field id="dispatch_id" xsi:type="AttributeExternalKey" _delta="define">
<sql>dispatch_id</sql>
<target_class>DispatchRule</target_class>
<filter>SELECT DispatchRule AS DR
JOIN Organization AS O ON DR.org_id = O.id
JOIN CustomerContract AS CC ON CC.provider_id = O.id
WHERE CC.id = :this->customercontract_id</filter>
<dependencies>
<attribute id="customercontract_id"/>
</dependencies>
<is_null_allowed>true</is_null_allowed>
<on_target_delete>DEL_MANUAL</on_target_delete>
</field>
<field id="dispatch_name" xsi:type="AttributeExternalField" _delta="define">
<extkey_attcode>dispatch_id</extkey_attcode>
<target_attcode>name</target_attcode>
</field>
</fields>
<presentation>
<details>
<items>
<item id="dispatch_id" _delta="define">
<rank>40</rank>
</item>
</items>
</details>
<list>
<items>
<item id="dispatch_id" _delta="define">
<rank>40</rank>
</item>
</items>
</list>
</presentation>
</class>
<class id="Incident" _created_in="itop-incident-mgmt" _delta="if_exists">
<fields>
<field id="dispatch_timeout" xsi:type="AttributeStopWatch" _delta="define">
<states>
<state id="new"/>
</states>
<goal>AutoDispatchTicket</goal>
<thresholds>
<threshold id="100">
<actions>
<action>
<verb>DispatchToTeam</verb>
<params/>
</action>
<action>
<verb>ApplyStimulus</verb>
<params>
<param>ev_dispatch</param>
</params>
</action>
</actions>
</threshold>
</thresholds>
</field>
</fields>
<methods>
<method id="DispatchToTeam" _delta="define">
<comment><![CDATA[/**
* Dispatch Ticket to a Team
*/]]></comment>
<static>false</static>
<access>public</access>
<type>Custom</type>
<code><![CDATA[ public function DispatchToTeam()
{
$oTeamSet = new DBObjectSet( DBObjectSearch::FromOQL_AllData("SELECT Team AS T
JOIN DispatchRule AS DR ON DR.team_id = T.id
JOIN lnkCustomerContractToService AS L1 ON L1.dispatch_id = DR.id
WHERE L1.service_id = :this->service_id"), [], ['this' => $this], null, 1);
$oTeam = $oTeamSet->Fetch();
// Set Team and dispatch
if ($oTeam)
{
$this->Set('team_id', $oTeam);
$this->ApplyStimulus('ev_dispatch');
}
}]]></code>
</method>
</methods>
</class>
<class id="UserRequest" _created_in="itop-request-mgmt" _delta="if_exists">
<fields>
<field id="dispatch_timeout" xsi:type="AttributeStopWatch" _delta="define">
<states>
<state id="new"/>
</states>
<goal>AutoDispatchTicket</goal>
<thresholds>
<threshold id="100">
<actions>
<action>
<verb>DispatchToTeam</verb>
<params/>
</action>
<action>
<verb>ApplyStimulus</verb>
<params>
<param>ev_dispatch</param>
</params>
</action>
</actions>
</threshold>
</thresholds>
</field>
</fields>
<methods>
<method id="DispatchToTeam" _delta="define">
<comment><![CDATA[/**
* Dispatch Ticket to a Team
*/]]></comment>
<static>false</static>
<access>public</access>
<type>Custom</type>
<code><![CDATA[ public function DispatchToTeam()
{
$oTeamSet = new DBObjectSet( DBObjectSearch::FromOQL_AllData("SELECT Team AS T
JOIN DispatchRule AS DR ON DR.team_id = T.id
JOIN lnkCustomerContractToService AS L1 ON L1.dispatch_id = DR.id
WHERE L1.service_id = :this->service_id"), [], ['this' => $this], null, 1);
$oTeam = $oTeamSet->Fetch();
// Set Team and dispatch
if ($oTeam)
{
$this->Set('team_id', $oTeam);
$this->ApplyStimulus('ev_dispatch');
}
}]]></code>
</method>
</methods>
</class>
</classes>
<menus>
<menu id="DispatchRule" xsi:type="OQLMenuNode" _delta="define">
<rank>9</rank>
<parent>ServiceManagement</parent>
<oql>SELECT DispatchRule</oql>
<do_search>1</do_search>
</menu>
</menus>
<user_rights>
<groups>
<group id="Service">
<classes>
<class id="DispatchRule" _delta="define"/>
</classes>
</group>
</groups>
</user_rights>
<dictionaries>
<dictionary id="EN US">
<entries>
<entry id="Class:DispatchRule" _delta="define">Dispatch rule</entry>
<entry id="Class:DispatchRule/Attribute:name" _delta="define">Name</entry>
<entry id="Class:DispatchRule/Attribute:org_id" _delta="define">Organization</entry>
<entry id="Class:DispatchRule/Attribute:team_id" _delta="define">Team</entry>
<entry id="Class:DispatchRule/Attribute:timeout" _delta="define">Timeout</entry>
<entry id="Class:Incident/Attribute:dispatch_timeout" _delta="define">Dispatch Timeout</entry>
<entry id="Class:lnkCustomerContractToService/Attribute:dispatch_id" _delta="define">Dispatch rule</entry>
<entry id="Class:UserRequest/Attribute:dispatch_timeout" _delta="define">Dispatch Timeout</entry>
<entry id="Menu:DispatchRule" _delta="define">Dispatch rules</entry>
<entry id="Menu:DispatchRule+" _delta="define">Dispatch rules</entry>
</entries>
</dictionary>
<dictionary id="NL NL">
<entries>
<entry id="Class:DispatchRule" _delta="define">Dispatch regel</entry>
<entry id="Class:DispatchRule/Attribute:name" _delta="define">Naam</entry>
<entry id="Class:DispatchRule/Attribute:org_id" _delta="define">Organisatie</entry>
<entry id="Class:DispatchRule/Attribute:team_id" _delta="define">Team</entry>
<entry id="Class:DispatchRule/Attribute:timeout" _delta="define">Time-out</entry>
<entry id="Class:Incident/Attribute:dispatch_timeout" _delta="define">Dispatch Time-out</entry>
<entry id="Class:lnkCustomerContractToService/Attribute:dispatch_id" _delta="define">Dispatch regel</entry>
<entry id="Class:UserRequest/Attribute:dispatch_timeout" _delta="define">Dispatch Time-out</entry>
<entry id="Menu:DispatchRule" _delta="define">Dispatch regels</entry>
<entry id="Menu:DispatchRule+" _delta="define">Dispatch regels</entry>
</entries>
</dictionary>
</dictionaries>
</itop_design>
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30 changes: 30 additions & 0 deletions main.sv-auto-dispatch.php
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<?php

/**
* Class AutoDispatchTicket
*/
class AutoDispatchTicket implements iMetricComputer
{
public static function GetDescription()
{
return 'Time to auto dispatch a ticket';
}

/**
* @param $oObject DBObject The object for which to compute the dispatch timeout
* @return integer Duration in seconds
* @throws CoreException
*/
public function ComputeMetric($oObject)
{
$oSet = new DBObjectSet( DBObjectSearch::FromOQL("SELECT DispatchRule AS DR
JOIN lnkCustomerContractToService AS L1 ON L1.dispatch_id = DR.id
WHERE L1.service_id = :this->service_id"), [], ['this' => $oObject], null, 1);
$oDispatchRule = $oSet->Fetch();

if ($oDispatchRule)
{
return $oDispatchRule->Get('timeout');
}
}
}
54 changes: 54 additions & 0 deletions module.sv-auto-dispatch.php
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<?php
//
// iTop module definition file
//

SetupWebPage::AddModule(
__FILE__, // Path to the current file, all other file names are relative to the directory containing this file
'sv-auto-dispatch/1.0.0',
array(
// Identification
//
'label' => 'Auto dispatch Tickets',
'category' => 'business',

// Setup
//
'dependencies' => array(
'combodo-dispatch-userrequest/1.1.5||combodo-dispatch-incident/1.1.4',
'itop-service-mgmt/2.4.0',
),
'mandatory' => false,
'visible' => true,

// Components
//
'datamodel' => array(
'model.sv-auto-dispatch.php',
'main.sv-auto-dispatch.php',
),
'webservice' => array(

),
'data.struct' => array(
// add your 'structure' definition XML files here,
),
'data.sample' => array(
// add your sample data XML files here,
),

// Documentation
//
'doc.manual_setup' => '', // hyperlink to manual setup documentation, if any
'doc.more_information' => '', // hyperlink to more information, if any

// Default settings
//
'settings' => array(
// Module specific settings go here, if any
),
)
);


?>

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