Remove Urgency from Ticket

Prerequisite: You must be familiar with the wiki syntax and have already created an extension.

In order to remove a field, you must identify all the places where that field is used within the iTop XML datamodel. For this open the /data/datamodel-production.xml file of an installed iTop, before adding your extension. Save it somewhere as the reference.

For the urgency field of the UserRequest class, here is the different places to look:

itop_design / classes / class@UserRequest / fields / field@urgency
itop_design / classes / class@UserRequest / lifecycle
itop_design / classes / class@UserRequest / presentation
itop_design / classes / class@UserRequest / methods
itop_design / module_designs / module_design@itop-portal / forms
itop_design / module_designs / module_design@itop-portal / classes / class@UserRequest

If you don't know how to read the above places, check the syntax

Some fields cannot be removed without breaking iTop, for example

org_id field on any class,
status field on any class with a lifecycle
caller_id field on Ticket
there are more fields, but that's a good start

Removing an existing field from the standard datamodel of iTop can break compatibilities with iTop Hub extensions which would rely on remove field.

Just hiding the field

You can decide just to hide the field to the user. In some case, it can be enough.

Hiding a mandatory field with no default value does not work.

On creation, submission will fail
If the field in mandatory within a transition, field will be prompt in transition form

Hiding in the Portal

A field can be hidden just for Portal User, as the forms used in a Portal are defined in XML and are independent from the Console one.

This is how to hide it on Ticket creation:

itop_design / module_designs / module_design@itop-portal / forms

<form id="ticket-create" _delta="must_exist">
  <twig _delta="redefine">
    <div class="row">
      <div class="col-sm-6">
        <div class="form_field" data-field-id="service_id" data-field-flags="mandatory"></div>
      </div>
      <div class="col-sm-6">
        <div class="form_field" data-field-id="servicesubcategory_id" data-field-flags="mandatory"></div>
      </div>
    </div>
    <div id="service_details_placeholder">
      <div class="form_field" data-field-id="service_details"></div>
    </div>
    <div class="row">
      <div class="col-sm-6">
        <div class="form_field" data-field-id="impact"></div>
      </div>
      <div class="col-sm-6">
      <!-- lines to be removed from default Portal
        <div class="form_field" data-field-id="urgency"></div>
      -->
      </div>
    </div>
    <div>
      <div class="form_field" data-field-id="title"></div>
      <div class="form_field" data-field-id="description"></div>
      <div class="form_field" data-field-id="contacts_list"></div>
    </div>
  </twig>
</form>

Changing this “twig” allow you also to change the way the Ticket is displayed on creation to the user

And this is how to hide it on Ticket Edition:

itop_design / module_designs / module_design@itop-portal / forms

<form id="ticket-edit" _delta="must_exist">
  <twig _delta="redefine">
    <div class="row">
      <div class="col-sm-7">
        <fieldset>
          <legend>{{'Ticket:baseinfo'|dict_s}}</legend>
          <div class="col-sm-6">
            <div class="form_field" data-field-id="title" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="service_id" data-field-flags="read_only"/>
          </div>
          <div class="col-sm-6">
            <div class="form_field" data-field-id="caller_id" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="servicesubcategory_id" data-field-flags="read_only"/>
          </div>
          <div class="col-sm-12">
            <div class="form_field" data-field-id="description" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="solution" data-field-flags="read_only"/>
          </div>
          <div class="col-sm-6">
            <div class="form_field" data-field-id="user_satisfaction" data-field-flags="read_only"/>
          </div>
          <div class="col-sm-6">
            <div class="form_field" data-field-id="user_comment" data-field-flags="read_only"/>
          </div>
        </fieldset>
      </div>
      <div class="col-sm-5">
        <fieldset>
          <legend>{{'Ticket:Type'|dict_s}} &amp; {{'Ticket:date'|dict_s}}</legend>
          <div class="col-sm-6">
            <div class="form_field" data-field-id="status" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="impact" data-field-flags="read_only"/>
            <!-- <div class="form_field" data-field-id="urgency" data-field-flags="read_only"/> -->
            <div class="form_field" data-field-id="priority" data-field-flags="read_only"/>
          </div>
          <div class="col-sm-6">
            <div class="form_field" data-field-id="start_date" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="last_update" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="resolution_date" data-field-flags="read_only"/>
            <div class="form_field" data-field-id="agent_id" data-field-flags="read_only"/>
          </div>
        </fieldset>
      </div>
    </div>
    <div>
      <div class="form_field" data-field-id="contacts_list"/>
      <div class="form_field" data-field-id="public_log"/>
    </div>
  </twig>
</form>

The above forms are just examples from a particular installation of iTop 2.6.

Hiding in the Console

It can be hidden just in the Console, in the details presentation

This has no effect on the Portal

itop_design / classes / class@UserRequest

    <!-- Display the 2 new fields in the details of the UserRequest -->
    <presentation>
      <details _delta="must_exist">
        <items>
          <!-- Second column of the UserRequest display -->
          <item id="col:col2">
            <items>
              <!-- id of the fieldset should be found in datamodel-production.xml file -->
              <item id="fieldset:Ticket:Type">
                <items>
                  <!-- remove the urgency -->
                  <item id="urgency" _delta="delete"/>
                </items>
              </item>
            </items>
          </item>
        </items>
      </details>
    </presentation>

This does not fully remove the field, as it is still available through

CSV export,
in list though “Configure This List…” menu
CSV import
API REST/JSON

Removing the field

Field definition

Now we would like to completely removed the field from that class of object, which means also remove it from database. We need to remove the field from the class:

itop_design / classes / class@UserRequest / fields

        <field id="urgency" _delta="delete">
        </field>

Lifecycle flags

We need to remove any reference to that field in the lifecycle of the class:

itop_design / classes / class@UserRequest / lifecycle / states

   <state id="resolved">
      <flags>
        <attribute id="urgency" _delta="delete"/>
      </flags>
   </state>

Methods

We need to remove any reference to that field in the PHP methods defined on the UserRequest class

itop_design / classes / class@UserRequest / methods

   <method id="xxx">
      <code>
      <!-- check the code of each method as they could be relying on this code -->
      </ code>
   </method>

For example any reference to $this→Get('urgency') where $this is a UserRequest would crash iTop with a FatalError

The result of the search leads to ComputePriority method which need to be modified:

UserRequest

public function ComputePriority()
{
    // priority[impact][urgency]
    $aPriorities = array(
        // a department
        1 => array(
            1 => 1,
            2 => 1,
            3 => 2,
            4 => 4,
        ),
        // a group
        2 => array(
            1 => 1,
            2 => 2,
            3 => 3,
            4 => 4,
        ),
        // a person
        3 => array(
            1 => 2,
            2 => 3,
            3 => 3,
            4 => 4,
        ),
    );
    $iPriority = 1;
    if (isset($aPriorities[(int)$this->Get('impact')]) 
     && isset($aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')]))
    {
         $iPriority = $aPriorities[(int)$this->Get('impact')][(int)$this->Get('urgency')];
    }
    return $iPriority;              
}

Presentation

As this urgency field is used also in the forms definitions, you must apply the 2 changes described above, as to say, deleting it in the Portal forms and in the presentation details. But this is not enough, maybe that field was specified in other part of the presentation, such as search, list and default_search

In our case, urgency was only defined in the search criterion, so we remove it: