N°8142 user request and incident menu label

[v-dumas]

Base information

Question	Answer
Related to a SourceForge thread / Another PR / A GitHub Issue / Combodo ticket?
Type of change?	Enhancement / Translations

Objective (enhancement)

Harmonize menus labels and tooltips on Ticket management

Checklist before requesting a review

• I have performed a self-review of my code
• I have tested all changes I made on an iTop instance
• I have added a unit test, otherwise I have explained why I couldn't
• Is the PR clear and detailed enough so anyone can understand without digging in the code?

[v-dumas]

@greptile

[greptile-apps]

Greptile Summary

This PR harmonizes menu labels and tooltips across Ticket Management modules (User Requests, Incidents, Changes, Problems, FAQs, Known Errors) and adds a new Incident:MySupportIncidents OQL menu node that surfaces non-closed incidents where the current user is the caller. All 115 dictionary files across 17 languages are updated, with non-translated strings marked with ~~.

• "heldesk" typo in Menu:ProblemManagement+ was propagated verbatim into all 51 language files across itop-faq-light, itop-knownerror-mgmt, and itop-problem-mgmt — should be "helpdesk".
• "nor closed" typo in Menu:Problem:OpenProblems+ was propagated into all 16 language files of itop-problem-mgmt — should be "not closed".
• The escalation_flag+ attribute tooltip in English still quotes the old menu names ("Escalated requests" / "Escalated incidents") which were renamed to "Under escalation" in this same PR.

Confidence Score: 4/5

Safe to merge after fixing two typos propagated across 50+ language files and an inconsistent tooltip reference.

All findings are P2 (cosmetic/string quality). The new XML menu node is structurally correct and follows existing patterns. The typos and tooltip mismatch affect user-facing strings only and do not impact functionality.

itop-problem-mgmt dictionaries (all languages) for "nor closed" / "heldesk", and itop-request-mgmt-itil/itop-incident-mgmt-itil EN dictionaries for the escalation_flag tooltip mismatch.

Important Files Changed

Filename	Overview
datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml	Adds new OQLMenuNode Incident:MySupportIncidents (rank 3, caller_id filter, status NOT IN closed) under Incident:Shortcuts — structurally correct, mirrors the existing UserRequest:MySupportRequests pattern.
datamodels/2.x/itop-incident-mgmt-itil/dictionaries/en.dict.itop-incident-mgmt-itil.php	Adds MySupportIncidents labels, renames shortcuts group and sub-menu items; escalation_flag tooltip still quotes old name "Escalated incidents" after the menu was renamed to "Under escalation".
datamodels/2.x/itop-request-mgmt-itil/dictionaries/en.dict.itop-request-mgmt-itil.php	Renames user-request menu labels; escalation_flag tooltip still references the old "Escalated requests" menu name, now inconsistent with the renamed "Under escalation" menu.
datamodels/2.x/itop-problem-mgmt/dictionaries/en.dict.itop-problem-mgmt.php	Introduces two typos propagated to all 16+ language files: "heldesk" (should be "helpdesk") and "nor closed" (should be "not closed").
datamodels/2.x/itop-faq-light/dictionaries/en.dict.itop-faq-light.php	Updates FAQ/Problem Management tooltips; carries the "heldesk" typo in Menu:ProblemManagement+, propagated to all language variants.
datamodels/2.x/itop-knownerror-mgmt/dictionaries/en.dict.itop-knownerror-mgmt.php	Updates Menu:ProblemManagement+ tooltip; carries the "heldesk" typo, propagated to all language variants.
datamodels/2.x/itop-request-mgmt/dictionaries/en.dict.itop-request-mgmt.php	Renames user-request menu labels consistently; escalation_flag tooltip has the same mismatch as the ITIL variant.
datamodels/2.x/itop-change-mgmt/dictionaries/en.dict.itop-change-mgmt.php	Renames change-management menu labels; no issues found.

Flowchart

%%{init: {'theme': 'neutral'}}%%
flowchart TD
    IM[Incident Management\nitop-incident-mgmt-itil] --> IS[Incidents\nIncident:Shortcuts]
    IS --> MI[Assigned to me\nMyIncidents\nrank 0]
    IS --> EI[Under escalation\nEscalatedIncidents\nrank 1]
    IS --> OI[Open\nOpenIncidents\nrank 2]
    IS --> MSI["Reported by me NEW\nMySupportIncidents\nrank 3\ncaller_id = current_contact_id\nAND status NOT IN closed"]

    RM[Request Management\nitop-request-mgmt] --> RS[Requests\nUserRequest:Shortcuts]
    RS --> MR[Assigned to me\nMyRequests]
    RS --> MSR[Initiated by me\nMySupportRequests]
    RS --> ER[Under escalation\nEscalatedRequests]
    RS --> OR[Open\nOpenRequests]

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