Using iTop

Creating your iTop

iTop Customization

"How to" examples

User Interface

Automation & Ticket management

Portal Customization

Count Ticket reopening

Count transitions occurence
XML, PHP, Automation, Dictionary, Lifecycle
GetAttributeDef, IsValidAttCode
min version:


In this usecase, we want to count how many times a User Request was re-open.
For this will:

  1. add a counter field to UserRequest,
  2. desactivate history tracking (optional)
  3. modify UserRequest lifecycle to call the method during the transition from resolved to assigned
  4. modify the presentation to display the counter
  5. add a label for the counter field

with the Designer

Prerequisite: You must be a Combodo's customer

Add a field

  • Go to class UserRequest, tab Schema to create a new field
    • Enter reopen_counter as field Code (lower letter only, no blank, dash or other non alphabetical characters),
    • chose Number (Integer) for type,
    • Define a label
    • Deactivate history tracking (optional)

history tracking

Modify lifecycle

  • Go to the tab Lifecycle:
    • Select in the drawing the transition from resolved to assigned
    • In the right panel, click on the Add Action button at the bottom of the list of actions.
    • In the dialog box
      • Select the method AddValue,
      • Select “reopen_counter” in the Target field (the newly created counter field)
      • Enter 1 in the Value

Creating a new Action

Modify presentation

with an iTop Extension

Prerequisite: You must be familiar with the Syntax used in Tutorials and have already created an iTop extension.

For readability, we present this 6 steps with 6 different blocks of XML, but in reality, you just need to write one XML structure with all of them.

iTop XML compilation process, supports a non-optimal tree structure with nodes duplicated, he will merge them

Add a counter field

    <class id="UserRequest" _delta="must_exist">
        <field id="reopen_count" xsi:type="AttributeInteger" _delta="define">

Deactivate history tracking

You may decide that it is useless to record in the history, each time reopen_count counter is changed
Then add <tracking_level>none</tracking_level> to the field definition and it will do the job. This is just an option, you don't have to do it. If you don't define that tag, iTop will track the changes made on that field, as it is the default when omitted.

itop_design / classes / class@UserRequest / fields
        <field id="reopen_count">
          <!-- No tracking level, mean no entry in History log for this field -->
Removing history tracking on fields avoid polluting the object history.
  • an ever changing value, mastered by an external source
  • a computed counter, whose modification dates might be useless

Call the method on transition

Let's increment the counter each time the ticket move from resolved to assigned states.

For this we will benefit from an existing method

itop_design / classes / class@UserRequest / lifecycle / states
          <!-- When we are in "resolved" state of UserRequest lifecycle -->
          <state id="resolved">
            <!-- We look at the possible transitions from that state -->
              <!-- if an "ev_reopen" stimulus is applied -->
              <transition id="ev_reopen">
                <actions _delta="redefine">
                  <!-- Because an action has no id, you must redefine ALL actions for that transition -->
                    <!-- Execute on current object the method with id="AddValue" -->
                    <!-- with the following parameters -->
                      <!-- attribute code of the counter to increment -->
                      <param xsi:type="attcode">reopen_count</param>
                      <!-- also the default value is set in PHP, it must be done again in XML -->
                      <param xsi:type="int">1</param>

Declare the PHP method

If the method that you want to trigger does not exist within the available methods, you can create yours:

public function MyLifecycleMethod($sAttCode, $iIncrement=1)
   // Defensive programming, ensure that: the field code is valid on current class
   if (MetaModel::IsValidAttCode(get_class($this), $sAttCode)
   // and the increment provided is numeric
   && is_numeric($iIncrement) 
   // and the field code correspond to an Integer type of attribute 
   && (MetaModel::GetAttributeDef(get_class($this),$sAttCode) instanceof AttributeInteger))
       $iNew = $this->Get($sAttCode) + $iIncrement;
       $this->Set($sAttCode, $iNew);
   return true;

Remember that PHP method need to be embedded in a XML structure

Add counter to presentation

Let's add this reopen_count on the UserRequest details page, in the 3rd column and in the SLA report fieldset

In order to be able to write such delta XML, you need to decide

  • in which column of the details to display that field: col:col1 / col:col2 / col:col3, if there are columns defined.
  • retrieve the fieldset code, if any defined
  • guess a rank to use to position a particular field after or before another one, in default datamodel rank have a 10 increment between fields within a common container: fieldset, column or page (?).
To get the current XML presentation, check on your installed iTop server, the file itop/data/datamodel-production.xml which contains the compiled XML of your iTop
itop_design / classes
    <class id="UserRequest" _delta="must_exist">
            <item id="col:col3">
                <item id="fieldset:Ticket:SLA">
                    <item id="reopen_count" _delta="define">

Add counter label

itop_design / dictionaries / dictionary@EN US / entries
<entry id="Class:UserRequest/Attribute:reopen_count" _delta="define">Reopening counter</entry>
The method is generic, so can be used for another counter
If you declared it on class Ticket instead of UserRequest, then it can be used on any Change classes as well
latest/customization/add-counter.txt · Last modified: 2024/06/20 17:28 (external edit)
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