} else {
// Create a new update from details entered
$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, bodytext, timestamp, currentowner, ";
$sql .= "currentstatus, customervisibility, nextaction) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'opening', '{$updatetext}', '{$now}', '{$sit[2]}', ";
$sql .= "'1', '{$customervisibility}', '{$nextaction}')";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
}
// get the service level
// find out when the initial response should be according to the service level
if (empty($servicelevel) or $servicelevel == 0) {
// FIXME: for now we use id but in future use tag, once maintenance uses tag
$servicelevel = maintenance_servicelevel($maintid);
$sql = "SELECT * FROM `{$dbServiceLevels}` WHERE id='{$servicelevel}' AND priority='{$priority}' ";
} else {
$sql = "SELECT * FROM `{$dbServiceLevels}` WHERE tag='{$servicelevel}' AND priority='{$priority}' ";
}
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$level = mysql_fetch_object($result);
$targetval = $level->initial_response_mins * 60;
$initialresponse = $now + $targetval;
// Insert the first SLA update, this indicates the start of an incident
// This insert could possibly be merged with another of the 'updates' records, but for now we keep it seperate for clarity
$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$sit[2]}', '1', 'show', 'opened','{$_SESSION['syslang']['strIncidentIsOpen']}.')";
mysql_query($pisql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
}
}
} else {
$incidentid = 0;
}
$update_id = new_update($incidentid, $updatetext, 'opening');
if ($CONFIG['portal_creates_incidents']) {
// get the service level
// find out when the initial response should be according to the service level
if (empty($servicelevel) or $servicelevel == 0) {
// FIXME: for now we use id but in future use tag, once maintenance uses tag
$servicelevel = maintenance_servicelevel($contractid);
$sql = "SELECT * FROM `{$dbServiceLevels}` WHERE id='{$servicelevel}' AND priority='{$priority}' ";
} else {
$sql = "SELECT * FROM `{$dbServiceLevels}` WHERE tag='{$servicelevel}' AND priority='{$priority}' ";
}
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$level = mysql_fetch_object($result);
$targetval = $level->initial_response_mins * 60;
$initialresponse = $now + $targetval;
// Insert the first SLA update, this indicates the start of an incident
// This insert could possibly be merged with another of the 'updates' records, but for now we keep it seperate for clarity
$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '0', 'slamet', '{$now}', '0', '1', 'hide', 'opened','The incident is open and awaiting action.')";
$site_notes = '';
}
unset($site);
if (!empty($incident->contactnotes)) {
$contact_notes = icon('contact', 16) . " <strong>{$strContactNotes}</strong><br />" . nl2br($incident->contactnotes);
} else {
$contact_notes = '';
}
$product_name = product_name($incident->product);
if ($incident->softwareid > 0) {
$software_name = software_name($incident->softwareid);
}
$servicelevel_id = maintenance_servicelevel($incident->maintenanceid);
$servicelevel_tag = $incident->servicelevel;
if ($servicelevel_tag == '') {
$servicelevel_tag = servicelevel_id2tag(maintenance_servicelevel($incident->maintenanceid));
}
$servicelevel_name = servicelevel_name($servicelevelid);
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);
}
$updated = "<em class='updatedveryrecently'>" . sprintf($strAgo, format_seconds($now - $incidents['lastupdated'])) . "</em>";
} elseif ($incidents['lastupdated'] > $now - 3600) {
$updated = "<em class='updatedrecently'>" . sprintf($strAgo, format_seconds($now - $incidents['lastupdated'])) . "</em>";
} elseif (date('dmy', $incidents['lastupdated']) == date('dmy', $now)) {
$updated = "{$strToday} @ " . ldate($CONFIG['dateformat_time'], $incidents['lastupdated']);
} elseif (date('dmy', $incidents['lastupdated']) == date('dmy', $now - 86400)) {
$updated = "{$strYesterday} @ " . ldate($CONFIG['dateformat_time'], $incidents['lastupdated']);
} elseif ($incidents['lastupdated'] < $now - 86400 and $incidents['lastupdated'] > $now - 86400 * 6) {
$updated = ldate('l', $incidents['lastupdated']) . " @ " . ldate($CONFIG['dateformat_time'], $incidents['lastupdated']);
} else {
$updated = ldate($CONFIG['dateformat_datetime'], $incidents["lastupdated"]);
}
// Fudge for old ones
$tag = $incidents['servicelevel'];
if ($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;
