See: Description
| Interface | Description |
|---|---|
| IncidentRemote |
Remote Interface to the Incident object.
|
| IncidentSetRemote |
Remote Interface to the Incident set.
|
| OwnerHistoryRemote |
Remote interface to the OwnerHistory object.
|
| OwnerHistorySetRemote |
Remote Interface to the set of OwnerHistorys.
|
| ProblemRemote |
Remote Interface to the Problem object.
|
| ProblemSetRemote |
Remote Interface to the Problem set.
|
| RecordSLARemote |
Remote interface to the RecordSLA object.
|
| RecordSLASetRemote |
Remote Interface to the set of RecordSLAs.
|
| RelatedRecordRemote |
Remote interface to the RelatedRecord object.
|
| RelatedRecordSetRemote |
Remote Interface to the set of RelatedRecord objects
|
| SRRemote |
Remote Interface to the SR object.
|
| SRSetRemote |
Remote Interface to the SR set.
|
| TemplateStatusRemote |
Remote interface to the Ticket Status object.
|
| TemplateStatusSetRemote |
Remote Interface to the set of TemplateStatus objects
|
| TicketAssetRemote |
Remote interface to the TicketAsset object.
|
| TicketAssetSetRemote |
Remote Interface to the set of TicketAsset objects
|
| TicketRemote |
Remote interface to the Ticket object.
|
| TicketServiceRemote | |
| TicketSetRemote |
Remote Interface to the set of Tickets.
|
| TicketSpecRemote |
Remote Interface to the TicketSpec object.
|
| TicketSpecSetRemote |
Remote Interface to the set of TicketSpecSet objects.
|
| TKStatusRemote |
Remote interface to the Ticket Status object.
|
| TKStatusSetRemote |
Remote Interface to the set of TKStatus objects
|
| TKTemplateRemote |
Remote Interface to the Ticket Template object.
|
| TKTemplateSetRemote |
Remote Interface to the Ticket Template set.
|
| TKTemplateSpecRemote |
Remote Interface to the TkTemplateSpec object.
|
| TKTemplateSpecSetRemote |
Remote Interface to the set of TkTemplateSpecSet objects.
|
| TKTempltActivityRemote |
Remote Interface to the Ticket Template Activity object.
|
| TKTempltActivitySetRemote |
Remote Interface to the Ticket Template Activity set.
|
| TKTempltActySpecRemote |
Remote Interface to the TkTempltActySpec object.
|
| TKTempltActySpecSetRemote |
Remote Interface to the set of TKTempltActySpecSet objects.
|
| WorkLogRemote |
Remote interface to the WorkLog object.
|
| WorkLogSetRemote |
Remote Interface to the set of WorkLogs.
|
| WorkViewRemote |
Remote interface to the WorkView object.
|
| WorkViewSetRemote |
Remote Interface to the set of WorkViews.
|
| Class | Description |
|---|---|
| FldRecKey |
Common Validation Class for: RecordKey
|
| FldRelatedRecClass |
Common Validation Class for: RelatedRecClass
|
| FldRelatedRecKey |
Common Validation Class for: RelatedRecKey
|
| FldRelatedRecWoclass |
Common Validation Class for: RelatedRecWoclass
|
| FldRelatedRecWonum |
Common Validation Class for: RelatedRecWonum
|
| FldTicketId |
Common Validation Class for: Ticket Identifier
The constructor takes a name of a TICKET criteria - as defined in TicketService.initCriteriaList. |
| FldTicketWorkLogType |
Validates the work log , log type
|
| FldTkAffectedUser |
Common Validation Class for: ticket.affecteduser field.
|
| FldTkAffectedUserID |
Common Validation Class for: ticket.affecteduserid field.
|
| FldTkAffectedUserName |
Common Validation Class for: ticket.affectedusername field.
|
| FldTkAssetAssetNum |
Behaviour associated with the Ticket's Asset field.
|
| FldTkAssetCust |
Common Validation Class for: ticket.reportedby field.
|
| FldTKAssetFilterBy |
Common Validation Class for: ticket.assetfilterby field.
|
| FldTkAssetLocation |
Behavior of the location field in the ticket object
|
| FldTKAssetnum |
Behaviour associated with the Ticket's Asset field.
|
| FldTkAssetSiteId |
Field Validation Class for AssetSiteId of ticket
|
| FldTkAssetUser |
Common Validation Class for: ticket.reportedby field.
|
| FldTKCINum |
Behavior of the CI field in the ticket object
|
| FldTkCommodity |
Validation Class for: Commodity
|
| FldTkCommodityGroup |
Validation Class for: CommodityGroup
|
| FldTkCreateWOMulti |
Field validation class for CREATEWOMULTI attribute.
|
| FldTkDupFlag |
Non-persistent ticket attribute handler.
|
| FldTKFailureCode |
Provides the validation for the ticket's failure code field.
|
| FldTKFRLevelCode |
Field class for the attributes for the ticket's
failure report's lower level attributes.
|
| FldTkGlobalTicketId |
Common Validation Class for: GlobalTicketId
|
| FldTkGlobalTicketType |
Common Validation Class for: GlobalTicketclass
|
| FldTkIsGlobal |
Common Validation Class for: ticket.IsGlobal field.
|
| FldTkIsKnowError |
Common Validation Class for: ticket.IsKnownError field.
|
| FldTKLoc |
Behavior of the location field in the ticket object
|
| FldTkOrigRecordClass |
Common Validation Class for: OrigRecordClass
|
| FldTkOrigRecordId |
Common Validation Class for: OrigRecordId
|
| FldTkOwner |
Common Validation Class for: Owner
|
| FldTkOwnerGroup |
Common Validation Class for: OwnerGroup
|
| FldTKProblemCode |
Handle validation of the ticket problem code field.
|
| FldTkRelatedGlobalTickets |
Common Validation Class for: RelatedGlobalTickets
|
| FldTkRelatedToGlobal |
Common Validation Class for: ticket.RelatedToGlobal field.
|
| FldTKRemarkField |
This listener class is used by all three nonpersistent attributes that stand in
for the FailureRemark attributes: RemarkDesc, RemarkDesc_LongDescription,
and RemarkEnterDate.
|
| FldTkReportedBy |
Common Validation Class for: ticket.reportedby field.
|
| FldTkReportedByID |
Common Validation Class for: ticket.reportedbyid field.
|
| FldTkReportedByName |
Common Validation Class for: ticket.reportedbyname field.
|
| FldTkReportedEmail |
Common Validation Class for: ticket.ReportedEmail field.
|
| FldTkReportedPhone |
Common Validation Class for: ticket.reportedphone field.
|
| FldTkSiteId |
Common Validation Class for: SiteId
|
| FldTkSLAApplied |
This field class calculates the value of the nonpersistent Work Order attribute
"SLAExist".
|
| FldTkSolution |
Validation Class for: Solution
|
| FldTkStartDate |
Common Validation Class for: ticket.start/finish date fields.
|
| FldTkTemplate |
Validation Class for: Ticket Template ID
|
| FldTkTemplateClass |
Common Validation Class for: Class
|
| FldTkTemplateJpnum |
Behaviour of the job plan field in the Ticket Template Activity object
The job plan is used to generate the ticket Activity |
| FldTkTemplateOrgID |
Common Validation Class for: Organization
|
| FldTkTemplateOwner |
Common Validation Class for: Owner
|
| FldTkTemplateOwnerGroup |
Common Validation Class for: OwnerGroup
|
| FldTkTemplateSiteId |
Common Validation Class for: SiteId
|
| FldTkTemplateVendor |
Common Validation Class for: Vendor
|
| FldTkTempltActOrgId |
Common Validation Class for: OrgId
|
| FldTkTicketId |
Validation Class for: TicketId
The only need is to get proper app link based on the object class attribute value |
| FldTkVendor |
Validation Class for Vendor of Ticket object
|
| FldWorkViewAffectedUser |
Common Validation Class for: ticket.affecteduser field.
|
| FldWorkViewRecKey |
Common Validation Class for: RecordKey
|
| FldWorkViewReportedBy |
Common Validation Class for: workview.reportedby field.
|
| FldWorkViewStatus |
Common Validation Class for: ticket.affecteduser field.
|
| Incident |
The MBO to represent a Incident.
|
| IncidentSet |
Represents the Mbo set of Incident.
|
| OwnerHistory |
MBO to represent a OwnerHistory
See the Ticket package description for details.
|
| OwnerHistorySet |
Represents a set of OwnerHistorys.
|
| PostCommitUpdateWorkView |
This class listen for the ticket or work order to be committed, and then
update the workview.
|
| Problem |
The MBO to represent a problem.
|
| ProblemSet |
Represents the Mbo set of Problem.
|
| RecordSLA |
MBO to represent a RecordSLA
|
| RecordSLASet |
Represents a set of RecordSLA.
|
| RelatedRecord |
MBO to represent a RelatedRecord
See the Ticket package description for details.
|
| RelatedRecordSet |
Represents a set of RelatedRecord objects.
|
| SR |
The MBO to represent a SR.
|
| SRSet |
Represents the Mbo set of SR.
|
| TemplateStatus |
MBO to represent a Template Status
|
| TemplateStatusHandler |
Handles all the status changes for a template object.This is a helper class.
|
| TemplateStatusSet |
Represents a set of TemplateStatus objects.
|
| Ticket |
MBO to represent a Ticket.pro
See the Ticket package description for details.
|
| TicketAsset |
MBO to represent a TicketAsset
See the Ticket package description for details.
|
| TicketAssetSet |
Represents a set of TicketAsset objects.
|
| TicketService |
TicketService class handles the classes in the TICKET package
|
| TicketSet |
Represents a set of Tickets.
|
| TicketSpec |
Mbo object to represent Ticket Specification.
|
| TicketSpecSet |
Represents the set of TicketSpec objects.
|
| TKStatus |
MBO to represent a Ticket Status
See the Ticket package description for details.
|
| TKStatusHandler |
Handles all the status changes for a ticket object
|
| TKStatusSet |
Represents a set of TKStatus objects.
|
| TKTemplate |
MBO to represent a Ticket Template.
|
| TKTemplateSet |
Represents the Mbo set of Ticket Templates.
|
| TKTemplateSpec |
Mbo object to represent TKTemplate Specification.
|
| TKTemplateSpecSet |
Represents the set of TkTemplateSpec objects.
|
| TKTempltActivity |
The MBO to represent a Ticket Template Activity
|
| TKTempltActivitySet |
Represents the Mbo set of Ticket Template Activity.
|
| TKTempltActySpec |
Mbo object to represent Ticket Specification.
|
| TKTempltActySpecSet |
Represents the set of TkTempltActySpec objects.
|
| WorkLog |
MBO object to represent WorkLog.
|
| WorkLogSet |
Represents a set of WorkLogs.
|
| WorkView |
MBO to represent a WorkView
See the Ticket package description for details.
|
| WorkViewSet |
Represents a set of WorkViews.
|
The Ticket package contains Mbos related to Service Desk applications. A Ticket is a routable and statusable object in the system. A ticket can be a Service Request, an Incident, or a Problem. Three new applications namely Service Request,Incident and Problem are available as a part of the Service Desk applications. These applications are designed in a flexible and configurable way that can accomodate a variety of business processes and flows. Users can create different kind of tickets from a variety of sources like email,phone,fax,web,walk-up,etc using the different apps and can manage them throughout their lifecycle.
Ticket -- The main business object and also the owner of other
MBOs in this package. All the different type of tickets extends from this class.Incident -- One of the Ticket classes that extends from
the main Ticket class. Incident is any event that is not part of the standard operation
of a service and that causes, or may cause, an interruption to, or a reduction in, the
quality of that service. The impact on the service may be slight and perhaps even transparent
to the user. Service Request -- One of the Ticket classes that extends from
the main Ticket class. Service Request is an initial process that the Service Desk uses
to manage the receipt of any type of request, including user-reported problem/issue
(i.e. ITIL "Incidents") or requests for service or information. Problem -- One of the Ticket types that extends from
the main Ticket class. Problem is an unknown underlying cause of one or more Incidents.
It will become a Known Error when the root cause is known and a temporary workaround or a
permanent alternative has been identified and provided.When Problems become Known Errors
and are closed, existing Incidents can be resolved and closed. TicketAsset -- This mbo stores the asset and location
information related to a ticket. Multiple assets may exist on a ticket. TKStatus -- This Mbo records the status changes the
Ticket object goes through. For more information about ticket status changes see the
TKStatusHandler class.
Fetch from a Ticket through the relation TicketSetRemote.TKSTATUSRelatedRecord -- This Mbo records the information
about the records that are related to this ticket. The Related Records can be
either SR, Problem, Incident, Workorder, Change, Release or an Activity.Owner History -- This Mbo stores the information about
all Ownership changes for a Ticket or a Work Order. Work Log -- This Mbo stores the information about the details
of work related information for a Ticket.Record SLA -- This Mbo stores the information about the
details of the SLA's that have been applied to a specific ticket.Ticket Template -- This Mbo represents a Ticket template.
A Ticket template can be a predefined set of instructions, that will be used to resolve
common problems.Ticket templates are used to quickly and efficiently manage common, high-volume
Tickets .Ticket Template Activity -- This Mbo represents a single or set of Job plans. A Ticket Template Activity is always owned by a Ticket Template.TemplateStatus -- This Mbo records the status changes for
the Ticket Templates. For more information about Ticket Template status changes see the
TemplateStatusHandler class.
Fetch from a Ticket Tempalte through the relation TKTemplateSetRemote.TEMPLATESTATUS
Last updated: Tuesday, December 9,2003