function create_workunit($incident_id, $wu_text, $user, $timeused = 0, $have_cost = 0, $profile = "", $public = 1, $send_email = 1, $work_home = 0, $workflow = false)
{
$fecha = print_mysql_timestamp();
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0, actualizacion = "%s"
WHERE id_incidencia = %d', $fecha, $incident_id);
process_sql($sql);
if (!$workflow) {
incident_tracking($incident_id, INCIDENT_WORKUNIT_ADDED);
}
// Add work unit if enabled
$sql = sprintf('INSERT INTO tworkunit (timestamp, duration, id_user, description, public, work_home)
VALUES ("%s", %.2f, "%s", "%s", %d, %d)', $fecha, $timeused, $user, $wu_text, $public, $work_home);
$id_workunit = process_sql($sql, "insert_id");
$sql = sprintf('INSERT INTO tworkunit_incident (id_incident, id_workunit)
VALUES (%d, %d)', $incident_id, $id_workunit);
$res = process_sql($sql);
if ($res !== false) {
// Email notify to all people involved in this incident
$email_notify = get_db_value("notify_email", "tincidencia", "id_incidencia", $incident_id);
if ($email_notify == 1 and $send_email == 1) {
mail_incident($incident_id, $user, $wu_text, $timeused, 10, $public);
}
} else {
//Delete workunit
$sql = sprintf('DELETE FROM tworkunit WHERE id = %d', $id_workunit);
return false;
}
return $id_workunit;
}
function create_workunit($incident_id, $wu_text, $user, $timeused = 0, $have_cost = 0, $profile = "", $public = 1, $send_email = 1, $work_home = 0, $workflow = false)
{
global $config;
$fecha = print_mysql_timestamp();
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0, actualizacion = "%s"
WHERE id_incidencia = %d', $fecha, $incident_id);
process_sql($sql);
$task_id = get_db_value('id_task', 'tincidencia', 'id_incidencia', $incident_id);
if (!$workflow) {
incident_tracking($incident_id, INCIDENT_WORKUNIT_ADDED);
}
// Add work unit if enabled
$sql = sprintf('INSERT INTO tworkunit (timestamp, duration, id_user, description, public, work_home)
VALUES ("%s", %.2f, "%s", "%s", %d, %d)', $fecha, $timeused, $user, $wu_text, $public, $work_home);
$id_workunit = process_sql($sql, "insert_id");
$sql = sprintf('INSERT INTO tworkunit_incident (id_incident, id_workunit)
VALUES (%d, %d)', $incident_id, $id_workunit);
$res = process_sql($sql);
if ($task_id) {
$sql = sprintf('INSERT INTO tworkunit_task (id_task, id_workunit)
VALUES (%d, %d)', $task_id, $id_workunit);
$res = process_sql($sql);
}
if ($res !== false) {
$email_copy_sql = 'select email_copy from tincidencia where id_incidencia =' . $incident_id . ';';
$email_copy = get_db_sql($email_copy_sql);
if ($send_email == 1) {
if ($email_copy != "") {
mail_incident($incident_id, $user, $wu_text, $timeused, 10, 7);
}
if ($config["email_on_incident_update"] != 2 && $config["email_on_incident_update"] != 4) {
mail_incident($incident_id, $user, $wu_text, $timeused, 10);
}
}
} else {
//Delete workunit
$sql = sprintf('DELETE FROM tworkunit WHERE id = %d', $id_workunit);
return false;
}
return $id_workunit;
}
// Delete note
if (isset($_GET["id_nota"])) {
$note_user = give_note_author($_GET["id_nota"]);
if (give_acl($iduser_temp, $id_grupo, "IM") || $note_user == $iduser_temp || ($usuario = $iduser_temp)) {
// Only admins (manage incident) or owners can modify incidents, including their notes
// But note authors was able to delete this own notes
$id_nota = $_GET["id_nota"];
$id_nota_inc = $_GET["id_nota_inc"];
$query = "DELETE FROM tnota WHERE id_nota = " . $id_nota;
$query2 = "DELETE FROM tnota_inc WHERE id_nota_inc = " . $id_nota_inc;
mysql_query($query);
mysql_query($query2);
if (mysql_query($query)) {
$result_msg = "<h3 class='suc'>" . __('Note successfully deleted') . "</h3>";
}
incident_tracking($id_inc, $id_usuario, INCIDENT_NOTE_DELETED);
}
}
echo "<div id='menu_tab'><ul class='mn'>";
// Incident main
echo "<li class='nomn'>";
echo "<a href='index.php?sec=incidents&sec2=operation/incidents/incident_detail&id={$id_inc}'><img src='images/page_white_text.png' class='top' border=0> " . __('Incident') . " </a>";
echo "</li>";
// Tracking
echo "<li class='nomn'>";
echo "<a href='index.php?sec=incidents&sec2=operation/incidents/incident_tracking&id={$id_inc}'><img src='images/eye.png' class='top' border=0> " . __('Tracking') . " </a>";
echo "</li>";
// Workunits
$timeused = get_incident_wokunit_hours($id_inc);
echo "<li class='nomn'>";
if ($timeused > 0) {
$timestamp = print_mysql_timestamp();
$sql = sprintf('INSERT INTO tincidencia
(inicio, actualizacion, titulo, descripcion,
id_usuario, estado, prioridad,
id_grupo, id_creator, notify_email, id_task,
resolution, id_incident_type, sla_disabled, email_copy, epilog)
VALUES ("%s", "%s", "%s", "%s", "%s", %d, %d, %d, "%s",
%d, %d, %d, %d, %d, "%s", "%s")', $timestamp, $timestamp, $title, $description, $id_user_responsible, $estado, $priority, $group_id, $id_creator, $email_notify, $id_task, $resolution, $id_incident_type, $sla_disabled, $email_copy, $epilog);
$id = process_sql($sql, 'insert_id');
if ($id !== false) {
/* Update inventory objects in incident */
update_incident_inventories($id, array($id_inventory));
$result_msg = ui_print_success_message(__('Successfully created') . ' (id #' . $id . ')', '', true);
$result_msg .= '<h4><a href="index.php?sec=incidents&sec2=operation/incidents_simple/incident&id=' . $id . '">' . __('Please click here to continue working with ticket #') . $id . "</a></h4>";
audit_db($config["id_user"], $config["REMOTE_ADDR"], "Ticket created", "User " . $config['id_user'] . " created ticket #" . $id);
incident_tracking($id, INCIDENT_CREATED);
//Add traces and statistic information
incidents_set_tracking($id, 'create', $priority, $estado, $resolution, $id_user_responsible, $group_id);
// Email notify to all people involved in this incident
if ($email_notify) {
mail_incident($id, $id_user_responsible, "", 0, 1);
}
//insert data to incident type fields
if ($id_incident_type > 0) {
$sql_label = "SELECT `label` FROM `tincident_type_field` WHERE id_incident_type = {$id_incident_type}";
$labels = get_db_all_rows_sql($sql_label);
if ($labels === false) {
$labels = array();
}
foreach ($labels as $label) {
$id_incident_field = get_db_value_filter('id', 'tincident_type_field', array('id_incident_type' => $id_incident_type, 'label' => $label['label']), 'AND');
function api_attach_file($return_type, $user, $params)
{
global $config;
$id_incident = $params[0];
if (!check_user_incident($user, $id_incident)) {
return;
}
// Insert into database
$filename = $params[1];
$filesize = $params[2];
$file_description = $params[3];
$file_content = base64_decode($params[4]);
$sql = sprintf('INSERT INTO tattachment (id_incidencia, id_usuario,
filename, description, size)
VALUES (%d, "%s", "%s", "%s", %d)', $id_incident, $user, $filename, $file_description, $filesize);
$id_attachment = process_sql($sql, 'insert_id');
$config['id_user'] = $user;
incident_tracking($id_incident, INCIDENT_FILE_ADDED);
/*
// Email notify to all people involved in this incident
if ($email_notify == 1) {
if ($config["email_on_incident_update"] == 1){
mail_incident ($id_incident, $user, 0, 0, 2);
}
}*/
include_once "config.php";
$homedir = get_db_value('value', 'tconfig', 'token', $condition = 1);
// Copy file to directory and change name
$short_filename = $filename;
$filename = $config["homedir"] . "/attachment/" . $id_attachment . "_" . $filename;
$file_handler = fopen($filename, "w");
fputs($file_handler, $file_content);
fclose($DescriptorFichero);
if (!$file_handler) {
$result = '-1';
$sql = sprintf('DELETE FROM tattachment
WHERE id_attachment = %d', $id_attachment);
process_sql($sql);
} else {
// Adding a WU noticing about this
$link = "<a target='_blank' href='operation/common/download_file.php?type=incident&id_attachment=" . $id_attachment . "'>" . $short_filename . "</a>";
$nota = "Automatic WU: Added a file to this issue. Filename uploaded: " . $link;
$public = 1;
$timestamp = print_mysql_timestamp();
$timeused = "0.05";
$sql = sprintf('INSERT INTO tworkunit (timestamp, duration, id_user, description, public) VALUES ("%s", %.2f, "%s", "%s", %d)', $timestamp, $timeused, $user, $nota, $public);
$id_workunit = process_sql($sql, "insert_id");
$sql = sprintf('INSERT INTO tworkunit_incident (id_incident, id_workunit) VALUES (%d, %d)', $id_incident, $id_workunit);
process_sql($sql);
$result = '0';
}
switch ($return_type) {
case "xml":
echo xml_node($result);
break;
case "csv":
echo $result;
break;
}
}
}
// Delete file
$delete_file = (bool) get_parameter ('delete_file');
if ($delete_file) {
if (give_acl ($config['id_user'], $id_grupo, "IM")) {
$id_attachment = get_parameter ('id_attachment');
$filename = get_db_value ('filename', 'tattachment',
'id_attachment', $id_attachment);
$sql = sprintf ('DELETE FROM tattachment WHERE id_attachment = %d',
$id_attachment);
process_sql ($sql);
$result_msg = '<h3 class="suc">'.__('Successfully deleted').'</h3>';
if (!unlink ($config["homedir"].'attachment/'.$id_attachment.'_'.$filename))
$result_msg = '<h3 class="error">'.__('Could not be deleted').'</h3>';
incident_tracking ($id, INCIDENT_FILE_REMOVED);
} else {
$result_msg = '<h3 class="error">'.__('You have no permission').'</h3>';
}
echo $result_msg;
}
if (!$clean_output) {
echo "<br>";
echo "<strong>".__("File formats supported")."</strong>";
echo print_help_tip (__("Please note that you cannot upload .php or .pl files, as well other source code formats. Please compress that files prior to upload (using zip or gz)"), true);
echo "<form id=\"form-incident_files\" class=\"fileupload_form\" method=\"post\" enctype=\"multipart/form-data\">";
echo "<div id=\"drop_file\" style=\"padding:0px 0px;\">";
incident_tracking($id_ticket, INCIDENT_GOLD_MEDAL_ADDED, $values['id_usuario']);
audit_db($config['id_user'], $config["REMOTE_ADDR"], "Gold medal added", "Gold medal added by user " . $config['id_user'] . " to the ticket #" . $id_ticket);
break;
case 2:
//Remove gold medal
incident_tracking($id_ticket, INCIDENT_GOLD_MEDAL_REMOVED, $values['id_usuario']);
audit_db($config['id_user'], $config["REMOTE_ADDR"], "Gold medal removed", "Gold medal removed by user " . $config['id_user'] . " to the ticket #" . $id_ticket);
break;
case 3:
//Add black medal
incident_tracking($id_ticket, INCIDENT_BLACK_MEDAL_ADDED, $values['id_usuario']);
audit_db($config['id_user'], $config["REMOTE_ADDR"], "Black medal added", "Black medal added by user " . $config['id_user'] . " to the ticket #" . $id_ticket);
break;
case 4:
//Remove black medal
incident_tracking($id_ticket, INCIDENT_BLACK_MEDAL_REMOVED, $values['id_usuario']);
audit_db($config['id_user'], $config["REMOTE_ADDR"], "Black medal removed", "Black medal removed by user " . $config['id_user'] . " to the ticket #" . $id_ticket);
break;
}
}
enterprise_hook("incidents_run_realtime_workflow_rules", array($id_ticket));
}
}
if ($search_ajax) {
$filter = array();
$filter['inverse_filter'] = (bool) get_parameter('search_inverse_filter');
$filter['string'] = (string) get_parameter('search_string');
$filter['status'] = (int) get_parameter('search_status', -10);
$filter['priority'] = (int) get_parameter('search_priority', -1);
$filter['id_group'] = (int) get_parameter('search_id_group', 1);
$filter['id_company'] = (int) get_parameter('search_id_company');
}
// Workunit ADD
$insert_workunit = (bool) get_parameter('insert_workunit');
if ($insert_workunit) {
$timestamp = print_mysql_timestamp();
$nota = get_parameter("nota");
$timeused = (double) get_parameter('duration');
$have_cost = (int) get_parameter('have_cost');
$profile = (int) get_parameter('work_profile');
$public = (bool) get_parameter('public');
// Adding a new workunit to a incident in NEW status
// Status go to "Assigned" and Owner is the writer of this Workunit
if ($incident["estado"] == 1 and $incident["id_creator"] != $config['id_user']) {
$sql = sprintf('UPDATE tincidencia SET id_usuario = "%s", estado = 3, affected_sla_id = 0, actualizacion = "%s" WHERE id_incidencia = %d', $config['id_user'], $timestamp, $id_incident);
incident_tracking($id_incident, INCIDENT_STATUS_CHANGED, 3);
incident_tracking($id_incident, INCIDENT_USER_CHANGED, $config["id_user"]);
} else {
$sql = sprintf('UPDATE tincidencia SET affected_sla_id = 0, actualizacion = "%s" WHERE id_incidencia = %d', $timestamp, $id_incident);
}
process_sql($sql);
$workunit_id = create_workunit($id_incident, $nota, $config["id_user"], $timeused, $have_cost, $profile, $public);
if (is_ajax()) {
// Clean the output
// A non empty ouptput will treated as a successful response
ob_clean();
if ($workunit_id !== false) {
// Return the updated list
$workunits = get_incident_workunits($id_incident);
if ($workunits) {
ob_clean();
foreach ($workunits as $workunit) {
function incidents_set_tracking($id_ticket, $action, $priority, $status, $resolution, $user, $group)
{
switch ($action) {
case 'update':
$old_incident = get_incident($id_ticket);
//Add traces and statistic information
$tracked = false;
if ($old_incident['prioridad'] != $priority) {
incident_tracking($id_ticket, INCIDENT_PRIORITY_CHANGED, $priority);
$tracked = true;
}
if ($old_incident['estado'] != $status) {
incident_tracking($id_ticket, INCIDENT_STATUS_CHANGED, $status);
$tracked = true;
}
if ($old_incident['resolution'] != $resolution) {
incident_tracking($id_ticket, INCIDENT_RESOLUTION_CHANGED, $resolution);
$tracked = true;
}
if ($old_incident['id_usuario'] != $user) {
incident_tracking($id_ticket, INCIDENT_USER_CHANGED, $user);
$tracked = true;
}
if ($old_incident["id_grupo"] != $group) {
incident_tracking($id_ticket, INCIDENT_GROUP_CHANGED, $group);
$tracked = true;
}
if ($tracked == false) {
incident_tracking($id_ticket, INCIDENT_UPDATED);
}
break;
case 'create':
incident_tracking($id_ticket, INCIDENT_CREATED);
//Add traces and statistic information
incident_tracking($id_ticket, INCIDENT_PRIORITY_CHANGED, $priority);
incident_tracking($id_ticket, INCIDENT_STATUS_CHANGED, $status);
incident_tracking($id_ticket, INCIDENT_RESOLUTION_CHANGED, $resolution);
incident_tracking($id_ticket, INCIDENT_USER_CHANGED, $user);
incident_tracking($id_ticket, INCIDENT_GROUP_CHANGED, $group);
break;
}
return;
}
}
}
if ($config["email_on_incident_update"] != 3 && $config["email_on_incident_update"] != 4 && $values['estado'] == 7) {
//add emails only closed
mail_incident($id_ticket, $owner, "", 0, 5);
} else {
if ($config["email_on_incident_update"] == 0) {
//add emails updates
mail_incident($id_ticket, $owner, "", 0, 0);
}
}
if ($old_incident['prioridad'] != $values['prioridad']) {
incident_tracking($id_ticket, INCIDENT_PRIORITY_CHANGED, $values['prioridad']);
}
if ($old_incident['resolution'] != $values['resolution']) {
incident_tracking($id_ticket, INCIDENT_RESOLUTION_CHANGED, $values['resolution']);
}
if ($old_incident['estado'] != $values['estado']) {
if ($values['estado'] == 7) {
$values_close['closed_by'] = $config['id_user'];
$values_close['cierre'] = date('Y:m:d H:i:s');
db_process_sql_update('tincidencia', $values_close, array('id_incidencia' => $id_ticket));
}
incident_tracking($id_ticket, INCIDENT_STATUS_CHANGED, $values['estado']);
}
if ($old_incident['id_usuario'] != $values['id_usuario']) {
incident_tracking($id_ticket, INCIDENT_USER_CHANGED, $values['id_usuario']);
}
audit_db($old_incident['id_usuario'], $config["REMOTE_ADDR"], "Ticket updated", "User " . $config['id_user'] . " ticket updated #" . $id_ticket);
}
}
public function quickIncidentUpdate($id_incident, $type, $value)
{
$system = System::getInstance();
$column = "";
switch ($type) {
case 'priority':
$column = "prioridad";
break;
case 'owner':
$column = "id_usuario";
break;
case 'resolution':
$column = "resolution";
break;
case 'status':
$column = "estado";
break;
}
if ($column) {
$res = process_sql_update('tincidencia', array($column => $value), array("id_incidencia" => $id_incident));
if ($res && (include_once $system->getConfig('homedir') . "/include/functions_incidents.php")) {
switch ($type) {
case 'priority':
incident_tracking($id_incident, INCIDENT_PRIORITY_CHANGED, $value);
break;
case 'owner':
incident_tracking($id_incident, INCIDENT_USER_CHANGED, $value);
break;
case 'resolution':
incident_tracking($id_incident, INCIDENT_RESOLUTION_CHANGED, $value);
break;
case 'status':
incident_tracking($id_incident, INCIDENT_STATUS_CHANGED, $value);
break;
}
}
}
return $res;
}
