Inherite services from parent organization
Prerequisite: You must be familiar with the Syntax used in Tutorials and have already created an extension.
- learning:
- Be able to use the Services bought by a parent organization
- level:
- Intermediate
- domains:
- XML, Portal
- min version:
- 2.3.0
We want the services to be inherited on child organizations. For this, we need to:
-
Change the list of Services proposed in the Console on UserRequest edition
-
Change the way to retrieve the applicable SLT used to compute TTO and TTR deadline
-
Change the way to retrieve the applicable Coverage Window used to compute TTO and TTR deadline
-
Change the list of Services and Service Subcategories allowed in the Portal
Datamodel
Change 'service_id' filter on class UserRequest and/or Incident
- itop-design / classes / class@UserRequest / fields
-
<field id="service_id" xsi:type="AttributeExternalKey"> <filter _delta=”redefine”> <![CDATA[
SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id JOIN Organization AS root ON cc.org_id = root.id JOIN Organization AS child ON child.parent_id BELOW root.id WHERE child.id = :this->org_id AND s.status != 'obsolete'
]]> </filter> </field>
Applicable SLT
Change query for retrieving the applicable SLT
- itop-design
-
<constants> <constant id="RESPONSE_TICKET_SLT_QUERY" xsi:type="string" _delta="redefine"><![CDATA[
SELECT SLT AS slt JOIN lnkSLAToSLT AS l1 ON l1.slt_id=slt.id JOIN SLA AS sla ON l1.sla_id=sla.id JOIN lnkCustomerContractToService AS l2 ON l2.sla_id=sla.id JOIN CustomerContract AS sc ON l2.customercontract_id=sc.id JOIN Organization AS root ON sc.org_id = root.id JOIN Organization AS child ON child.parent_id BELOW root.id WHERE slt.metric = :metric AND l2.service_id = :this->service_id AND child.id = :this->org_id AND slt.request_type = :request_type AND slt.priority = :this->priority
]]></constant> </constants>
The retrived SLT is used to compute the deadline to own or resolve a particular ticket, in order to stay within the SLA. See this Tutorial for more details: SLA by Service Subcategory
Applicable Coverage Window
We need to change in the Configuration file, the parameter
coverage_oql defined in the module
combodo-sla-computation
. This parameter is an OQL
query which retrieve the CoverageWindow applicable for the current
Ticket.
- Configuration
-
'combodo-sla-computation' => array ( 'coverage_oql' => ' SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id WHERE cc.org_id= :this->org_id AND l1.service_id = :this->service_id', 'holidays_oql' => 'SELECT Holiday', ),
Replace the OQL with this query
-
Get CustomerContracts from any organization
-
which has an organization below in the organization tree
-
which is the organization of the Ticket
SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id JOIN Organization AS root ON cc.org_id=root.id JOIN Organization AS child ON child.parent_id BELOW root.id WHERE child.id= :this->org_id AND l1.service_id = :this->service_id
Enhanced Portal
The proposed Services and Services Subcategories are limited by the scopes defined in the default portal, so we need to change them, in order for a User Portal to be able to see (and select) any Services bought by the User organization or any of its ascendants.
- itop-design / module_designs
-
<module_design id="itop-portal"> ... <classes> <class id="ServiceFamily"> <scopes> <scope id="all"> <oql_view _delta="redefine"><![CDATA[SELECT ServiceFamily AS sf JOIN Service AS s ON s.servicefamily_id = sf.id JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id JOIN Organization AS root ON cc.org_id = root.id JOIN Organization AS child ON child.parent_id BELOW root.id WHERE child.id = :current_contact->org_id AND s.status != 'obsolete']]></oql_view> </scope> </scopes> </class> <class id="Service"> <scopes> <scope id="all"> <oql_view _delta="redefine"><![CDATA[SELECT Service AS s JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id JOIN Organization AS root ON cc.org_id = root.id JOIN Organization AS child ON child.parent_id BELOW root.id WHERE child.id = :current_contact->org_id AND s.status != 'obsolete']]></oql_view> </scope> </scopes> </class> <class id="ServiceSubcategory"> <scopes> <scope id="all"> <oql_view _delta="redefine"><![CDATA[SELECT ServiceSubcategory AS ss JOIN Service AS s ON ss.service_id=s.id JOIN lnkCustomerContractToService AS l1 ON l1.service_id=s.id JOIN CustomerContract AS cc ON l1.customercontract_id=cc.id JOIN Organization AS root ON cc.org_id = root.id JOIN Organization AS child ON child.parent_id BELOW root.id WHERE child.id = :current_contact->org_id AND s.status != 'obsolete']]></oql_view> </scope> </scopes> </class> ... </classes> ... </module_design>