Inherite services from parent organization

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

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

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>

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

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

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" _delta="must_exist">
      ...
      <classes>
        <class id="ServiceFamily" _delta="redefine">
          <scopes>
            <scope id="all">
              <oql_view><![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>
              <ignore_silos>true</ignore_silos>
            </scope>
          </scopes>
        </class>
        <class id="Service" _delta="redefine">
          <scopes>
            <scope id="all">
              <oql_view><![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>
              <ignore_silos>true</ignore_silos>
            </scope>
          </scopes>
        </class>
        <class id="ServiceSubcategory" _delta="must_exist">
          <scopes>
            <scope id="all" _delta="must_exist">
              <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>