/**
* Create an array containing the service level history
* @author Ivan Lucas, Tom Gerrard
* @returns array
*/
function incident_sla_history($incidentid)
{
global $CONFIG, $dbIncidents, $dbServiceLevels, $dbUpdates;
$working_day_mins = ($CONFIG['end_working_day'] - $CONFIG['start_working_day']) / 60;
// Not the most efficient but..
$sql = "SELECT * FROM `{$dbIncidents}` WHERE id='{$incidentid}'";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$incident = mysql_fetch_object($result);
// Get service levels
$sql = "SELECT * FROM `{$dbServiceLevels}` WHERE tag='{$incident->servicelevel}' AND priority='{$incident->priority}' ";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$level = mysql_fetch_object($result);
// Loop through the updates in ascending order looking for service level events
$sql = "SELECT * FROM `{$dbUpdates}` WHERE type='slamet' AND incidentid='{$incidentid}' ORDER BY id ASC, timestamp ASC";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$prevtime = 0;
$idx = 0;
while ($history = mysql_fetch_object($result)) {
$slahistory[$idx]['targetsla'] = $history->sla;
switch ($history->sla) {
case 'initialresponse':
$slahistory[$idx]['targettime'] = $level->initial_response_mins;
break;
case 'probdef':
$slahistory[$idx]['targettime'] = $level->prob_determ_mins;
break;
case 'actionplan':
$slahistory[$idx]['targettime'] = $level->action_plan_mins;
break;
case 'solution':
$slahistory[$idx]['targettime'] = $level->resolution_days * $working_day_mins;
break;
default:
$slahistory[$idx]['targettime'] = 0;
}
if ($prevtime > 0) {
$slahistory[$idx]['actualtime'] = calculate_incident_working_time($incidentid, $prevtime, $history->timestamp);
} else {
$slahistory[$idx]['actualtime'] = 0;
}
$slahistory[$idx]['timestamp'] = $history->timestamp;
$slahistory[$idx]['userid'] = $history->userid;
if ($slahistory[$idx]['actualtime'] <= $slahistory[$idx]['targettime']) {
$slahistory[$idx]['targetmet'] = TRUE;
} else {
$slahistory[$idx]['targetmet'] = FALSE;
}
$prevtime = $history->timestamp;
$idx++;
}
// Get next target, but only if incident is still open
if ($incident->status != 2 and $incident->status != 7) {
$target = incident_get_next_target($incidentid);
$slahistory[$idx]['targetsla'] = $target->type;
switch ($target->type) {
case 'initialresponse':
$slahistory[$idx]['targettime'] = $level->initial_response_mins;
break;
case 'probdef':
$slahistory[$idx]['targettime'] = $level->prob_determ_mins;
break;
case 'actionplan':
$slahistory[$idx]['targettime'] = $level->action_plan_mins;
break;
case 'solution':
$slahistory[$idx]['targettime'] = $level->resolution_days * $working_day_mins;
break;
default:
$slahistory[$idx]['targettime'] = 0;
}
$slahistory[$idx]['actualtime'] = $target->since;
if ($slahistory[$idx]['actualtime'] <= $slahistory[$idx]['targettime']) {
$slahistory[$idx]['targetmet'] = TRUE;
} else {
$slahistory[$idx]['targetmet'] = FALSE;
}
$slahistory[$idx]['timestamp'] = 0;
}
return $slahistory;
}
if ($incident->closed == 0) {
$closed = time();
} else {
$closed = $incident->closed;
}
$opened_for = format_seconds($closed - $incident->opened);
$priority = $incident->priority;
// Lookup the service level times
$slsql = "SELECT * FROM `{$dbServiceLevels}` WHERE tag='{$servicelevel_tag}' AND priority='{$incident->priority}' ";
$slresult = mysql_query($slsql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$servicelevel = mysql_fetch_object($slresult);
// Get next target
$target = incident_get_next_target($incidentid);
// Calculate time remaining in SLA
$working_day_mins = ($CONFIG['end_working_day'] - $CONFIG['start_working_day']) / 60;
switch ($target->type) {
case 'initialresponse':
$slatarget = $servicelevel->initial_response_mins;
break;
case 'probdef':
$slatarget = $servicelevel->prob_determ_mins;
break;
case 'actionplan':
$slatarget = $servicelevel->action_plan_mins;
break;
case 'solution':
$slatarget = $servicelevel->resolution_days * $working_day_mins;
break;
/**
* Update page
*/
function display_update_page($draftid = -1)
{
global $id;
global $incidentid;
global $action;
global $CONFIG;
global $iconset;
global $now;
global $dbDrafts;
global $sit;
if ($draftid != -1) {
$draftsql = "SELECT * FROM `{$dbDrafts}` WHERE id = {$draftid}";
$draftresult = mysql_query($draftsql);
if (mysql_error()) {
trigger_error(mysql_error(), E_USER_WARNING);
}
$draftobj = mysql_fetch_object($draftresult);
$metadata = explode("|", $draftobj->meta);
}
// No update body text detected show update form
?>
<script type="text/javascript">
<!--
function deleteOption(object) {
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current] = null;
}
function notarget(object)
{
// remove last option
var length = object.updatetype.length;
if (length > 6)
{
object.updatetype.selectedIndex=6;
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current] = null;
}
object.priority.value=object.storepriority.value;
//object.priority.disabled=true;
object.priority.disabled=false;
object.updatetype.selectedIndex=0;
object.updatetype.disabled=false;
}
function initialresponse(object)
{
// remove last option
var length = object.updatetype.length;
if (length > 6)
{
object.updatetype.selectedIndex=6;
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current] = null;
}
object.priority.value=object.storepriority.value;
object.priority.disabled=true;
object.updatetype.selectedIndex=0;
object.updatetype.disabled=false;
}
function actionplan(object)
{
// remove last option
var length = object.updatetype.length;
if (length > 6)
{
object.updatetype.selectedIndex=6;
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current] = null;
}
var defaultSelected = true;
var selected = true;
var optionName = new Option('Action Plan', 'actionplan', defaultSelected, selected)
var length = object.updatetype.length;
object.updatetype.options[length] = optionName;
object.priority.value=object.storepriority.value;
object.priority.disabled=true;
object.updatetype.disabled=true;
}
function reprioritise(object)
{
// remove last option
var length = object.updatetype.length;
if (length > 6)
{
object.updatetype.selectedIndex=6;
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current] = null;
}
// add new option
var defaultSelected = true;
var selected = true;
var optionName = new Option('Reprioritise', 'solution', defaultSelected, selected)
var length = object.updatetype.length;
object.updatetype.options[length] = optionName;
object.priority.disabled=false;
document.updateform.priority.disabled=false;
object.updatetype.disabled=true;
}
function probdef(object)
{
// remove last option
var length = object.updatetype.length;
if (length > 6)
{
object.updatetype.selectedIndex=6;
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current] = null;
}
var defaultSelected = true;
var selected = true;
var optionName = new Option('Problem Definition', 'probdef', defaultSelected, selected)
var length = object.updatetype.length;
object.updatetype.options[length] = optionName;
object.priority.value=object.storepriority.value;
object.priority.disabled=true;
object.updatetype.disabled=true;
}
function replaceOption(object) {
var Current = object.updatetype.selectedIndex;
object.updatetype.options[Current].text = object.currentText.value;
object.updatetype.options[Current].value = object.currentText.value;
}
<?php
echo "var draftid = {$draftid}";
?>
// Auto save
function save_content(){
var xmlhttp=false;
if (!xmlhttp && typeof XMLHttpRequest!='undefined') {
try {
xmlhttp = new XMLHttpRequest();
} catch (e) {
xmlhttp=false;
}
}
if (!xmlhttp && window.createRequest) {
try {
xmlhttp = window.createRequest();
} catch (e) {
xmlhttp=false;
}
}
var toPass = $('updatelog').value;
//alert(toPass.value);
var meta = $('target').value+"|"+$('updatetype').value+"|"+$('cust_vis').checked+"|";
meta += $('priority').value+"|"+$('newstatus').value+"|"+$('nextaction').value+"|";
if (toPass != '')
{
// xmlhttp.open("GET", "ajaxdata.php?action=auto_save&userid="+<?php
echo $_SESSION['userid'];
?>
+"&type=update&incidentid="+<?php
echo $id;
?>
+"&draftid="+draftid+"&meta="+meta+"&content="+escape(toPass), true);
var url = "ajaxdata.php";
var params = "action=auto_save&userid="+<?php
echo $_SESSION['userid'];
?>
+"&type=update&incidentid="+<?php
echo $id;
?>
+"&draftid="+draftid+"&meta="+meta+"&content="+escape(toPass);
xmlhttp.open("POST", url, true)
xmlhttp.setRequestHeader("Content-type", "application/x-www-form-urlencoded");
xmlhttp.setRequestHeader("Content-length", params.length);
xmlhttp.setRequestHeader("Connection", "close");
xmlhttp.onreadystatechange=function() {
//remove this in the future after testing
if (xmlhttp.readyState==4) {
if (xmlhttp.responseText != ''){
//alert(xmlhttp.responseText);
if (draftid == -1)
{
draftid = xmlhttp.responseText;
$('draftid').value = draftid;
}
var currentTime = new Date();
var hours = currentTime.getHours();
var minutes = currentTime.getMinutes();
if (minutes < 10)
{
minutes = "0"+minutes;
}
var seconds = currentTime.getSeconds();
if (seconds < 10)
{
seconds = "0"+seconds;
}
$('updatestr').innerHTML = '<?php
echo "<a href=\"javascript:save_content();\">" . icon('save', 16, $GLOBALS['strSaveDraft']) . "</a> " . icon('info', 16, $GLOBALS['strDraftLastSaved']) . " ";
?>
' + hours + ':' + minutes + ':' + seconds;
}
}
}
xmlhttp.send(params);
}
}
setInterval("save_content()", 10000); //every 10 seconds
//-->
</script>
<?php
echo show_form_errors('update');
clear_form_errors('update');
//echo "<form action='".$_SERVER['PHP_SELF']."?id={$id}&draftid={$draftid}' method='post' name='updateform' id='updateform' enctype='multipart/form-data'>";
echo "<form action='" . $_SERVER['PHP_SELF'] . "?id={$id}' method='post' name='updateform' id='updateform' enctype='multipart/form-data'>";
echo "<table class='vertical'>";
echo "<tr>";
echo "<th align='right' width='20%;'>{$GLOBALS['strSLATarget']}";
echo icon('sla', 16) . "</th>";
echo "<td class='shade2'>";
$target = incident_get_next_target($id);
$targetNone = '';
$targetInitialresponse = '';
$targetProbdef = '';
$targetActionplan = '';
$targetSolution = '';
$typeResearch = '';
$typeEmailin = '';
$typeEmailout = '';
$typePhonecallin = '';
$typePhonecallout = '';
$typeExternalinfo = '';
$typeReviewmet = '';
if (!empty($metadata)) {
switch ($metadata[0]) {
case 'none':
$targetNone = " SELECTED ";
break;
case 'initialresponse':
$targetInitialresponse = " SELECTED ";
break;
case 'probdef':
$targetProbdef = " SELECTED ";
break;
case 'actionplan':
$targetActionplan = " SELECTED ";
break;
case 'solution':
$targetSolution = " SELECTED ";
break;
}
switch ($metadata[1]) {
case 'research':
$typeResearch = " SELECTED ";
break;
case 'emailin':
$typeEmailin = " SELECTED ";
break;
case 'emailout':
$typeEmailout = " SELECTED ";
break;
case 'phonecallin':
$typePhonecallin = " SELECTED ";
break;
case 'phonecallout':
$typePhonecallout = " SELECTED ";
break;
case 'externalinfo':
$typeExternalinfo = " SELECTED ";
break;
case 'reviewmet':
$typeReviewmet = " SELECTED ";
break;
}
}
echo "<select name='target' id='target' class='dropdown'>\n";
echo "<option value='none' {$targetNone} onclick='notarget(this.form)'>{$GLOBALS['strNone']}</option>\n";
switch ($target->type) {
case 'initialresponse':
echo "<option value='initialresponse' {$targetInitialresponse} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/initialresponse.png); background-repeat: no-repeat;' onclick='initialresponse(this.form)' >{$GLOBALS['strInitialResponse']}</option>\n";
echo "<option value='probdef' {$targetProbdef} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/probdef.png); background-repeat: no-repeat;' onclick='probdef(this.form)'>{$GLOBALS['strProblemDefinition']}</option>\n";
echo "<option value='actionplan' {$targetActionplan} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/actionplan.png); background-repeat: no-repeat;' onclick='actionplan(this.form)'>{$GLOBALS['strActionPlan']}</option>\n";
echo "<option value='solution' {$targetSolution} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/solution.png); background-repeat: no-repeat;' onclick='reprioritise(this.form)'>{$GLOBALS['strResolutionReprioritisation']}</option>\n";
break;
case 'probdef':
echo "<option value='probdef' {$targetProbdef} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/probdef.png); background-repeat: no-repeat;' onclick='probdef(this.form)'>{$GLOBALS['strProblemDefinition']}</option>\n";
echo "<option value='actionplan' {$targetActionplan} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/actionplan.png); background-repeat: no-repeat;' onclick='actionplan(this.form)'>{$GLOBALS['strActionPlan']}</option>\n";
echo "<option value='solution' {$targetSolution} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/solution.png); background-repeat: no-repeat;' onclick='reprioritise(this.form)'>{$GLOBALS['strResolutionReprioritisation']}</option>\n";
break;
case 'actionplan':
echo "<option value='actionplan' {$targetActionplan} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/actionplan.png); background-repeat: no-repeat;' onclick='actionplan(this.form)'>{$GLOBALS['strActionPlan']}</option>\n";
echo "<option value='solution' {$targetSolution} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/solution.png); background-repeat: no-repeat;' onclick='reprioritise(this.form)'>{$GLOBALS['strResolutionReprioritisation']}</option>\n";
break;
case 'solution':
echo "<option value='solution' {$targetSolution} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/solution.png); background-repeat: no-repeat;' onclick='reprioritise(this.form)'>{$GLOBALS['strResolutionReprioritisation']}</option>\n";
break;
}
echo "</select>\n";
echo "</td></tr>\n";
echo "<tr><th align='right'>{$GLOBALS['strUpdateType']}</th>";
echo "<td class='shade1'>";
echo "<select name='updatetype' id='updatetype' class='dropdown'>";
/*
if ($target->type!='actionplan' && $target->type!='solution')
echo "<option value='probdef'>Problem Definition</option>\n";
if ($target->type!='solution')
echo "<option value='actionplan'>Action Plan</option>\n";
*/
echo "<option value='research' {$typeResearch} selected='selected' style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/research.png); background-repeat: no-repeat;'>{$GLOBALS['strResearchNotes']}</option>\n";
echo "<option value='emailin' {$typeEmailin} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/emailin.png); background-repeat: no-repeat;'>{$GLOBALS['strEmailFromCustomer']}</option>\n";
echo "<option value='emailout' {$typeEmailout} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/emailout.png); background-repeat: no-repeat;'>{$GLOBALS['strEmailToCustomer']}</option>\n";
echo "<option value='phonecallin' {$typePhonecallin} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/callin.png); background-repeat: no-repeat;'>{$GLOBALS['strCallFromCustomer']}</option>\n";
echo "<option value='phonecallout' {$typePhonecallout} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/callout.png); background-repeat: no-repeat;'>{$GLOBALS['strCallToCustomer']}</option>\n";
echo "<option value='externalinfo' {$typeExternalinfo} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/externalinfo.png); background-repeat: no-repeat;'>{$GLOBALS['strExternalInfo']}</option>\n";
echo "<option value='reviewmet' {$typeReviewmet} style='text-indent: 15px; height: 17px; background-image: url({$CONFIG['application_webpath']}images/icons/{$iconset}/16x16/review.png); background-repeat: no-repeat;'>{$GLOBALS['strReview']}</option>\n";
echo "</select>";
echo "</td>";
echo "</tr>";
echo "<tr>";
echo "<th align='right'>{$GLOBALS['strUpdate']}<br />";
echo "<span class='required'>{$GLOBALS['strRequired']}</span></th>";
echo "<td class='shade1'>";
$checkbox = '';
if (!empty($metadata)) {
if ($metadata[2] == "true") {
$checkbox = "checked='checked'";
}
} else {
$checkbox = "checked='checked'";
}
echo "<label><input type='checkbox' name='cust_vis' id='cust_vis' ";
echo "{$checkbox} value='yes' /> {$GLOBALS['strMakeVisibleInPortal']}<label><br />";
echo bbcode_toolbar('updatelog');
echo "<textarea name='bodytext' id='updatelog' rows='13' cols='50'>";
if ($draftid != -1) {
echo $draftobj->content;
}
echo "</textarea>";
echo "<div id='updatestr'><a href='javascript:save_content();'>" . icon('save', 16, $GLOBALS['strSaveDraft']) . "</a></div>";
echo "</td></tr>";
if ($target->type == 'initialresponse') {
$disable_priority = TRUE;
} else {
$disable_priority = FALSE;
}
echo "<tr><th align='right'>{$GLOBALS['strNewPriority']}</th>";
echo "<td class='shade1'>";
// // FIXME fix maximum priority
// $servicelevel=maintenance_servicelevel(incident_maintid($id));
// if ($servicelevel == 2 || $servicelevel == 5) $maxpriority = 4;
// else $maxpriority = 3;
$maxpriority = 4;
$setPriorityTo = incident_priority($id);
if (!empty($metadata)) {
$setPriorityTo = $metadata[3];
}
echo priority_drop_down("newpriority", $setPriorityTo, $maxpriority, $disable_priority);
//id='priority
echo "</td></tr>\n";
echo "<tr>";
echo "<th align='right'>{$GLOBALS['strNewStatus']}</th>";
$setStatusTo = incident_status($id);
$disabled = FALSE;
//we do this so if you update another user's incident, it defaults to active
if ($sit[2] != incident_owner($incidentid)) {
$setStatusTo = '0';
} elseif (!empty($metadata)) {
$setStatusTo = $metadata[4];
}
echo "<td class='shade1'>" . incidentstatus_drop_down("newstatus", $setStatusTo) . "</td>";
echo "</tr>";
echo "<tr>";
echo "<th align='right'>{$GLOBALS['strNextAction']}</th>";
$nextAction = '';
if (!empty($metadata)) {
$nextAction = $metadata[5];
}
echo "<td class='shade2'><input type='text' name='nextaction' ";
echo "id='nextaction' maxlength='50' size='30' value='{$nextAction}' /></td></tr>";
echo "<tr>";
echo "<th align='right'>";
echo "<strong>{$GLOBALS['strTimeToNextAction']}</strong></th>";
echo "<td class='shade2'>";
echo show_next_action();
echo "</td></tr>";
echo "<tr>";
// calculate upload filesize
$att_file_size = readable_file_size($CONFIG['upload_max_filesize']);
echo "<th align='right'>{$GLOBALS['strAttachFile']}";
echo " (<{$att_file_size})</th>";
echo "<td class='shade1'><input type='hidden' name='MAX_FILE_SIZE' value='{$CONFIG['upload_max_filesize']}' />";
echo "<input type='file' name='attachment' size='40' maxfilesize='{$CONFIG['upload_max_filesize']}' /></td>";
echo "</tr>";
echo "</table>";
echo "<p class='center'>";
echo "<input type='hidden' name='action' value='update' />";
if ($draftid == -1) {
$localdraft = '';
} else {
$localdraft = $draftid;
}
echo "<input type='hidden' name='draftid' id='draftid' value='{$localdraft}' />";
echo "<input type='hidden' name='storepriority' value='" . incident_priority($id) . "' />";
echo "<input type='submit' name='submit' value='{$GLOBALS['strUpdateIncident']}' /></p>";
echo "</form>";
}
if ($tag == '') {
$tag = servicelevel_id2tag(maintenance_servicelevel($incidents['maintenanceid']));
}
$slsql = "SELECT * FROM `{$dbServiceLevels}` WHERE tag='{$tag}' AND priority='{$incidents['priority']}' ";
$slresult = mysql_query($slsql);
if (mysql_error()) {
trigger_error("mysql query error " . mysql_error(), E_USER_WARNING);
}
$servicelevel = mysql_fetch_object($slresult);
if (mysql_num_rows($slresult) < 1) {
trigger_error("could not retrieve service level ({$slsql})", E_USER_WARNING);
}
// Get Last Update
list($update_userid, $update_type, $update_currentowner, $update_currentstatus, $update_body, $update_timestamp, $update_nextaction, $update_id) = incident_lastupdate($incidents['id']);
// Get next target
$target = incident_get_next_target($incidents['id']);
$working_day_mins = ($CONFIG['end_working_day'] - $CONFIG['start_working_day']) / 60;
// Calculate time remaining in SLA
switch ($target->type) {
case 'initialresponse':
$slatarget = $servicelevel->initial_response_mins;
break;
case 'probdef':
$slatarget = $servicelevel->prob_determ_mins;
break;
case 'actionplan':
$slatarget = $servicelevel->action_plan_mins;
break;
case 'solution':
$slatarget = $servicelevel->resolution_days * $working_day_mins;
break;