fix: reference widget shows state-specific icons (Incident/UserRequest); align with search logic; include class in ticket rich object; robust detection + safe fallback

Author: LexioJ

docs/images/dynamic-reference-provider-thumb.png

@@ -90,15 +90,15 @@ private function getTicketIconUrl(array $ticket): string {
 		// Determine icon based on ticket state
 		$iconName = '';
 
-		// Check for closed state first
+		// Check for closed state first (based on close_date)
 		if (!empty($closeDate)) {
 			$iconName = strtolower($type) . '-closed.svg';
 		}
-		// Check for escalated state (high priority)
-		elseif (stripos($priority, 'high') !== false || stripos($priority, 'critical') !== false) {
+		// Check for escalated state (high priority: 1 or 2)
+		elseif (is_numeric($priority) && (int)$priority <= 2) {
 			$iconName = strtolower($type) . '-escalated.svg';
 		}
-		// Check for deadline state (you may need to adjust this logic based on your needs)
+		// Check for deadline state (pending/waiting status)
 		elseif (stripos($status, 'pending') !== false || stripos($status, 'waiting') !== false) {
 			$iconName = strtolower($type) . '-deadline.svg';
 		}
@@ -362,7 +362,7 @@ private function getTicketReference(int $ticketId, string $class, string $url):
 					'class' => $class,
 					'id' => $ticketId
 				]);
-				return $this->buildTicketReference($cachedTicketInfo, $url);
+				return $this->buildTicketReference($cachedTicketInfo, $url, $class);
 			}
 
 			// Cache miss - fetch data from iTop API
@@ -398,7 +398,7 @@ private function getTicketReference(int $ticketId, string $class, string $url):
 			// Cache the ticket info for next request
 			$this->cacheService->setTicketInfo($this->userId, $ticketId, $class, $fields);
 
-			return $this->buildTicketReference($fields, $url);
+			return $this->buildTicketReference($fields, $url, $class);
 		} catch (\Exception $e) {
 			$this->logger->error('Error getting iTop ticket reference: ' . $e->getMessage(), ['app' => Application::APP_ID]);
 			return null;
@@ -619,7 +619,7 @@ private function formatCIDescription(array $ci): string {
 	 * @param string $url Original iTop URL
 	 * @return IReference
 	 */
-	private function buildTicketReference(array $fields, string $url): IReference {
+	private function buildTicketReference(array $fields, string $url, string $class = ''): IReference {
 		// Get iTop URL for building links
 		$adminItopUrl = $this->config->getAppValue(Application::APP_ID, 'admin_instance_url', '');
 		$userItopUrl = $this->config->getUserValue($this->userId, Application::APP_ID, 'url', '');
@@ -636,6 +636,7 @@ private function buildTicketReference(array $fields, string $url): IReference {
 		$reference->setRichObject(
 			self::RICH_OBJECT_TYPE,
 			[
+				'class' => $class,
 				'title' => $fields['title'] ?? '',
 				'ref' => $fields['ref'] ?? '',
 				'status' => $fields['status'] ?? '',

docs/images/dynamic-reference-provider.png

@@ -220,31 +220,51 @@ export default {
 			return null
 		},
 		ticketIcon() {
-			const objectClass = this.richObject.class || ''
+			// Determine class robustly: explicit rich object, URL param, or ref prefix
+			const explicitClass = this.richObject.class || ''
+			const fromUrl = this.getClassFromUrl(this.richObject.url)
+			const fromRef = this.getClassFromRef(this.richObject.ref)
+			const objectClass = explicitClass || fromUrl || fromRef || ''
 			const status = this.richObject.status?.toLowerCase() || ''
-			const isClosed = status.includes('resolved') || status.includes('closed')
+			const closeDate = this.richObject.close_date || ''
+			const priority = this.richObject.priority || ''
 
 			// Use direct path without generateUrl to avoid /index.php/ prefix
 			const basePath = window.location.origin + '/apps/integration_itop/img/'
 
 			if (this.isCI) {
-				// CI icons
+				// CI icons only; do not mix with ticket fallbacks
 				const iconFile = this.richObject.icon || 'ci-default.svg'
 				return basePath + iconFile
 			}
 
-			// Ticket icons
-			if (objectClass === 'Incident') {
-				return basePath + 'incident.svg'
+			// If we cannot determine ticket class at all, use a generic ticket icon
+			if (!objectClass) {
+				return basePath + 'ticket.svg'
 			}
-			if (objectClass === 'UserRequest') {
-				if (isClosed) {
-					return basePath + 'user-request-closed.svg'
-				}
-				return basePath + 'user-request.svg'
+
+			// Ticket icons with state-specific logic matching SearchProvider
+			let iconName = ''
+			const ticketType = objectClass.toLowerCase()
+
+			// Check for closed state first (based on close_date)
+			if (closeDate) {
+				iconName = ticketType + '-closed.svg'
+			} else if (priority && !isNaN(priority) && parseInt(priority) <= 2) {
+				// Check for escalated state (high priority: 1 or 2)
+				iconName = ticketType + '-escalated.svg'
+			} else if (status.includes('pending') || status.includes('waiting')) {
+				// Check for deadline state (pending/waiting status)
+				iconName = ticketType + '-deadline.svg'
+			} else {
+				// Default icon for the ticket type
+				iconName = ticketType + '.svg'
 			}
-			// Default fallback
-			return basePath + 'ticket.svg'
+
+			// Convert class names to match icon filenames
+			iconName = iconName.replace('userrequest', 'user-request')
+
+			return basePath + iconName
 		},
 		statusColor() {
 			const status = this.richObject.status?.toLowerCase() || ''
@@ -387,6 +407,23 @@ export default {
 			}
 			return iconMap[iconName] || '•'
 		},
+		getClassFromUrl(url) {
+			try {
+				if (!url) return ''
+				const u = new URL(url)
+				const cls = u.searchParams.get('class')
+				return cls || ''
+			} catch (e) {
+				return ''
+			}
+		},
+		getClassFromRef(ref) {
+			if (!ref || typeof ref !== 'string') return ''
+			const r = ref.toUpperCase()
+			if (r.startsWith('I-')) return 'Incident'
+			if (r.startsWith('R-')) return 'UserRequest'
+			return ''
+		},
 	},
 }
 </script>