function portal_incident_table($sql)
{
global $CONFIG, $showclosed;
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error(mysql_error(), E_USER_WARNING);
}
$numincidents = mysql_num_rows($result);
if ($numincidents >= 1) {
$shade = 'shade1';
$html .= "<table align='center' width='70%'>";
$html .= "<tr>";
$html .= colheader('id', $GLOBALS['strID']);
$html .= colheader('title', $GLOBALS['strTitle']);
$html .= colheader('owner', $GLOBALS['strOwner']);
$html .= colheader('lastupdated', $GLOBALS['strLastUpdated']);
$html .= colheader('contact', $GLOBALS['strContact']);
$html .= colheader('status', $GLOBALS['strStatus']);
if ($showclosed != "true") {
$html .= colheader('actions', $GLOBALS['strOperation']);
}
$html .= "</tr>\n";
while ($incident = mysql_fetch_object($result)) {
$html .= "<tr class='{$shade}'><td align='center'>";
$html .= "<a href='incident.php?id={$incident->id}'>{$incident->id}</a></td>";
$html .= "<td>";
if (!empty($incident->softwareid)) {
$html .= software_name($incident->softwareid) . "<br />";
}
$html .= "<strong><a href='incident.php?id={$incident->id}'>{$incident->title}</a></strong></td>";
$html .= "<td align='center'>" . user_realname($incident->owner) . "</td>";
$html .= "<td align='center'>" . ldate($CONFIG['dateformat_datetime'], $incident->lastupdated) . "</td>";
$html .= "<td align='center'><a href='contactdetails.php?id={$incident->contactid}'>";
$html .= "{$incident->forenames} {$incident->surname}</a></td>";
$html .= "<td align='center'>" . incidentstatus_name($incident->status, external) . "</td>";
if ($showclosed != "true") {
$html .= "<td align='center'><a href='update.php?id={$incident->id}'>{$GLOBALS['strUpdate']}</a> | ";
//check if the customer has requested a closure
$lastupdate = list($update_userid, $update_type, $update_currentowner, $update_currentstatus, $update_body, $update_timestamp, $update_nextaction, $update_id) = incident_lastupdate($incident->id);
if ($lastupdate[1] == "customerclosurerequest") {
$html .= "{$GLOBALS['strClosureRequested']}</td>";
} else {
$html .= "<a href='close.php?id={$incident->id}'>{$GLOBALS['strRequestClosure']}</a></td>";
}
}
$html .= "</tr>";
if ($shade == 'shade1') {
$shade = 'shade2';
} else {
$shade = 'shade1';
}
}
$html .= "</table>";
} else {
$html .= "<p class='info'>{$GLOBALS['strNoIncidents']}</p>";
}
return $html;
}
/**
* The main "auto_create" function
* The function is specific to rules sent to our clients regarding the naming of
* their email Subject:
* For this reason the plugin is specific but not impossible to adapt
* Clients send their email like this:
* "Hardware [Productname] Serial number Reference"
* or "Software [Softwarename] Version Reference"
* or "Warranty [Productname] Serial number Reference"
* This helps to simplify the creation, and detection of this function
* @author Nico du toit
* @return Returns the newly created incidentid to the inbopund script to
* continue processing
* OR returns nothing and the new update goes to the holding queue as before
*/
function auto_create_incidents($params)
{
unset($GLOBALS['plugin_reason']);
$incidentid = $params['incidentid'];
$contactid = $params['contactid'];
$subject = $params['subject'];
$decoded = $params['decoded'];
$send_email = 1;
global $CONFIG, $dbIncidents, $now;
debug_log("incident ID : " . $incidentid . " \n Contactid: " . $contactid . "\n" . "Subject : " . $subject);
if ($incidentid > 0) {
return $incidentid;
}
if (in_array($contactid, $CONFIG['auto_create_contact_exclude'])) {
debug_log("For this client : " . $contactid . " autocreate is forbidden! see the config file");
$GLOBALS['plugin_reason'] = 'Contact BLOCKED';
return;
}
if ($contactid < 1) {
$GLOBALS['plugin_reason'] = 'Contact not in DataBase';
return;
}
$cc = find_cc_decoded($decoded);
if (stristr($cc, $CONFIG['support_email'])) {
debug_log("Support was in the copy of the email!!");
$GLOBALS['plugin_reason'] = 'Support in CC of email';
return;
}
debug_log("Redirecting to function checking for duplicates ... ");
//Check if duplicates exists in the incidents DB
$create_incident = check_for_duplicates($subject, $contactid);
if ($create_incident == "NO") {
debug_log("case 0: more than 1 duplicate");
$GLOBALS['plugin_reason'] = 'Possible DUPLICATE';
return;
}
if ($create_incident != "YES" && $create_incident != "NO") {
debug_log("case 1: only 1 duplicate");
debug_log("The duplicate incidentID =: " . $create_incident);
return $create_incident;
}
if ($create_incident == "YES") {
debug_log("case 2: No duplicates found");
debug_log("Proceeding to - Auto create");
$ccemail = $cc;
$origsubject = mysql_real_escape_string($subject);
$subject = strtolower($subject);
//Check if any of our keywords exists TODO: Need to make the keywords
//configurable in the config file
$warranty = preg_match("/warranty|warrantee|waranty|diagnostic/i", $subject);
$hard = preg_match("/hardware|hard/i", $subject);
$soft = preg_match("/soft|software/i", $subject);
if ($warranty == 1 && $hard == 0 && $soft == 0) {
$case = 0;
debug_log("Match for Warranty in : " . $subject);
} elseif ($hard == 1 && $soft == 0 && $warranty == 0) {
$case = 1;
debug_log("Match for Hardware in : " . $subject);
} elseif ($soft == 1 && $hard == 0 && $warranty == 0) {
$case = 2;
debug_log("Match for Software in : " . $subject);
} else {
$case = 3;
debug_log("NO match found for any keyword in : " . $subject);
}
switch ($case) {
case 0:
debug_log("Case type Warranty : ");
$product = 9;
//Hardware
//$software = 41;//Warranty clam
$software = find_tags_in_subject($subject);
debug_log("The software tag returned is : " . $software);
if (!$software || !in_array($software, $CONFIG['auto_create_warranty_include'])) {
debug_log("The soft is not in the accepted warranty list or is 0 :");
$software = 41;
//if no tags are found use the normal warranty claim
}
$servicelevel = $CONFIG['default_service_level'];
$siteid = contact_siteid($contactid);
$sql = "SELECT id FROM `sit_maintenance` WHERE site='{$siteid}' AND product='{$product}' ";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$row = mysql_fetch_row($result);
$contrid = $row[0];
//Create the incident based on the info we have
$incidentid = '';
$incidentid = create_incident($origsubject, $contactid, $servicelevel, $contrid, $product, $software, $priority = 1, $owner = 0, $status = 1, $productversion = '', $productservicepacks = '', $opened = '', $lastupdated = '');
debug_log("Incident ID created : " . $incidentid);
debug_log("CC address(es) found : " . $ccemail);
//If we have some cc addresses, then we can update them into the case
if ($ccemail) {
$sql = "UPDATE `{$dbIncidents}` ";
$sql .= "SET ccemail='{$ccemail}', lastupdated='{$now}' WHERE id='{$incidentid}'";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
if (!$result) {
debug_log("Update to the incident cc email succesfull!!");
}
}
if ($incidentid > 0) {
// Insert the first SLA update, this indicates the start of an incident
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$sit[2]}', '1', 'show', 'opened','The incident is open and awaiting action.')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
// Insert the first Review update, this indicates the review period of an incident has started
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reviewmet', '{$now}', '{$sit[2]}', '1', 'hide', 'opened','')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => $send_email));
debug_log("Succesfully created incident: " . $incidentid);
//Insert the initial response as we see the first email as the initial response
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$owner}', '1', 'show', 'initialresponse','The Initial Response has been made by the automated tracker email.')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
}
//In case we have no incident ID it means the function failed - FALSE returned by function
if ($incidentid == FALSE) {
debug_log("Incident auto create failed: " . $subject);
return;
}
$send_email = 1;
$owner = suggest_reassign_userid($incidentid, $exceptuserid = 0);
if ($owner > 0) {
//Update owner in incidents
$sql = "UPDATE `sit_incidents` SET owner='{$owner}', lastupdated='{$now}' WHERE id='{$incidentid}'";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_ASSIGNED', array('userid' => $owner, 'incidentid' => $incidentid));
// add update
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, nextaction) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reassigning', '{$now}', '{$owner}', '1', '{$nextaction}')";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
debug_log("Incident re-assigned to: " . $owner);
}
return $incidentid;
case 1:
debug_log("Case type Hardware : ");
$product = 9;
//Hardware product
//Try to recover the product name that is in the email subject (only if the sender followed the rules!)
$recovprod = trim(recup_prodName($subject, '[', ']'));
if ($recovprod) {
$prodword = $recovprod;
} elseif (!$recovprod) {
//$prodword = 'HARDWARE NOT AUTOMATICALLY RECOGNISED';
$prodword = software_name(find_tags_in_subject($subject));
if (!$prodword) {
$GLOBALS['plugin_reason'] = 'Hardware [Skill-Product not set]';
return;
}
}
$sql = "SELECT LOWER(id) FROM `sit_software` WHERE name LIKE '%{$prodword}%' ";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$numresults = mysql_num_rows($result);
$row = mysql_fetch_row($result);
//No match found
if ($numresults == 0) {
//Set the software to a precreated value in the DB
//$software = 53;
$GLOBALS['plugin_reason'] = 'Hardware [Skill-Product not set]';
return;
}
//Multiple matches found, take the first one
//TODO: Improve this as it is not that accurate
if ($numresults > 0) {
$software = $row[0];
}
$servicelevel = $CONFIG['default_service_level'];
$siteid = contact_siteid($contactid);
//Find the hardware contract for this contact
$sql = "SELECT id FROM `sit_maintenance` WHERE site='{$siteid}' AND product='{$product}' ";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$row = mysql_fetch_row($result);
$contrid = $row[0];
/*TODO: This was not working correctly, but can be fixed i am sure...
* The idea is to change the priority according to the product or skill
* if ($software == 4||5||6||7||8||13||17||18||37||45||48)
{
$priority = 3;
}
else
{
$priority = 2;
}
echo "CONTRACT";
echo $contrid;
echo "<br>";
//Allthese are created as priority medium - Need still to fix the above
//$priority = 2;*/
$incidentid = '';
$incidentid = create_incident($origsubject, $contactid, $servicelevel, $contrid, $product, $software, $priority = 2, $owner = 0, $status = 1, $productversion = '', $productservicepacks = '', $opened = '', $lastupdated = '');
debug_log("Incident ID created : " . $incidentid);
debug_log("CC address(es) found : " . $ccemail);
//If we have some cc addresses, then we can update them into the case
if ($ccemail) {
$sql = "UPDATE `{$dbIncidents}` ";
$sql .= "SET ccemail='{$ccemail}', lastupdated='{$now}' WHERE id='{$incidentid}'";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
if (!$result) {
debug_log("Update to the incident cc email succesfull!!");
}
}
// If we have an incident id - we can now do the updates
if ($incidentid > 0) {
// Insert the first SLA update, this indicates the start of an incident
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$sit[2]}', '1', 'show', 'opened','The incident is open and awaiting action.')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
// Insert the first Review update, this indicates the review period of an incident has started
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reviewmet', '{$now}', '{$sit[2]}', '1', 'hide', 'opened','')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => $send_email));
debug_log("Succesfully created incident: " . $incidentid);
//Insert the initial response as we see the first email as the initial response
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$owner}', '1', 'show', 'initialresponse','The Initial Response has been made by the automated tracker email.')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
}
//In case we have no incident ID it means the function failed - FALSE returned by function
if ($incidentid == FALSE) {
debug_log("Incident auto create failed: " . $subject);
return;
}
$send_email = 1;
$owner = suggest_reassign_userid($incidentid, $exceptuserid = 0);
//update the Db with the suggested user to reassign to
if ($owner > 0) {
$sql = "UPDATE `sit_incidents` SET owner='{$owner}', lastupdated='{$now}' WHERE id='{$incidentid}'";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_ASSIGNED', array('userid' => $owner, 'incidentid' => $incidentid));
// add update
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, nextaction) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reassigning', '{$now}', '{$owner}', '1', '{$nextaction}')";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
debug_log("Incident re-assigned to: " . $owner);
}
return $incidentid;
case 2:
debug_log("Case type Software : ");
$product = 10;
//Software product
//Try to recover the product name that is in the email subject (only if the sender followed the rules!)
$recovprod = trim(recup_prodName($subject, '[', ']'));
if ($recovprod) {
$prodword = $recovprod;
} elseif (!$recovprod) {
//$prodword = 'SOFTWARE NOT AUTOMATICALLY RECOGNISED';
$prodword = software_name(find_tags_in_subject($subject));
if (!$prodword) {
$GLOBALS['plugin_reason'] = 'Software [Skill-Product not set]';
return;
}
}
$sql = "SELECT LOWER(id) FROM `sit_software` WHERE name LIKE '%{$prodword}%' ";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$numresults = mysql_num_rows($result);
$row = mysql_fetch_row($result);
//No match found
if ($numresults == 0) {
//$software = 54;
$GLOBALS['plugin_reason'] = 'Software [Skill-Product not set]';
return;
}
//Multiple matches found, take the first one
//TODO: Improve this as it is not that accurate
if ($numresults > 0) {
$software = $row[0];
}
$servicelevel = $CONFIG['default_service_level'];
$siteid = contact_siteid($contactid);
//Find the software contract for this contact
$sql = "SELECT id FROM `sit_maintenance` WHERE site='{$siteid}' AND product='{$product}' ";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
}
$row = mysql_fetch_row($result);
$contrid = $row[0];
/*TODO: This was not working correctly, but can be fixed i am sure...
* The idea is to change the priority according to the product or skill
echo $contrid;
echo "<br>";
if ($software == 54||36||38)
{
$priority = 1;
}
else
{
$priority = 2;
}
//Allthese are created as priority medium - Need still to fix the above
//$priority = 2;*/
$incidentid = '';
$incidentid = create_incident($origsubject, $contactid, $servicelevel, $contrid, $product, $software, $priority = 2, $owner = 0, $status = 1, $productversion = '', $productservicepacks = '', $opened = '', $lastupdated = '');
debug_log("Incident ID created : " . $incidentid);
debug_log("CC address(es) found : " . $ccemail);
//If we have some cc addresses, then we can update them into the case
if ($ccemail) {
$sql = "UPDATE `{$dbIncidents}` ";
$sql .= "SET ccemail='{$ccemail}', lastupdated='{$now}' WHERE id='{$incidentid}'";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
if (!$result) {
debug_log("Update to the incident cc email succesfull!!");
}
}
if ($incidentid > 0) {
// Insert the first SLA update, this indicates the start of an incident
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$sit[2]}', '1', 'show', 'opened','The incident is open and awaiting action.')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
// Insert the first Review update, this indicates the review period of an incident has started
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reviewmet', '{$now}', '{$sit[2]}', '1', 'hide', 'opened','')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => $send_email));
debug_log("Succesfully created incident: " . $incidentid);
//Insert the initial response as we see the first email as the initial response
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$owner}', '1', 'show', 'initialresponse','The Initial Response has been made by the automated tracker email.')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
}
//In case we have no incident ID it means the function failed - FALSE returned by function
if ($incidentid == FALSE) {
debug_log("Incident auto create failed: " . $subject);
return;
}
$send_email = 1;
$owner = suggest_reassign_userid($incidentid, $exceptuserid = 0);
//Update the Db with the suggested owner
if ($owner > 0) {
$sql = "UPDATE `sit_incidents` SET owner='{$owner}', lastupdated='{$now}' WHERE id='{$incidentid}'";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_ASSIGNED', array('userid' => $owner, 'incidentid' => $incidentid));
// add update
$sql = "INSERT INTO `sit_updates` (incidentid, userid, type, timestamp, currentowner, currentstatus, nextaction) ";
$sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reassigning', '{$now}', '{$owner}', '1', '{$nextaction}')";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
debug_log("Incident re-assigned to: " . $owner);
}
return $incidentid;
case 3:
$GLOBALS['plugin_reason'] = 'INCORRECTLY formatted';
debug_log("There was no reference found for the correct skill in: " . $subject);
return;
}
}
}
echo "selected='selected' ";
}
echo "value='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=4'>{$strAllClosed}</option>\n";
}
echo "</select>\n";
echo "</form>";
if ($queue == 4 and $CONFIG['hide_closed_incidents_older_than'] != -1 and $_GET['show'] != 'all') {
echo "<p class='info'>" . sprintf($strHidingIncidentsOlderThan, $CONFIG['hide_closed_incidents_older_than']);
echo " - <a href='{$_SERVER['PHP_SELF']}?{$_SERVER['QUERY_STRING']}&show=all'>" . $strShowAll . "</a></p>";
} elseif ($queue == 4 and $CONFIG['hide_closed_incidents_older_than'] != -1) {
echo "<p class='info'>{$strShowingAllClosedIncidents} - ";
echo "<a href='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=4'>";
echo sprintf($strOnlyShowNewerThan, $CONFIG['hide_closed_incidents_older_than']) . "</a></p>";
}
if (!empty($softwareid)) {
echo "<p align='center'>" . sprintf($strFilterActiveOnlyShowingIncidentsForX, software_name($softwareid)) . "</p>";
}
if ($user == 'all') {
echo "<p align='center'>" . sprintf($strThereAreXIncidentsInThisList, $rowcount) . "</p>";
} else {
echo "<br />";
}
// Print message if no incidents were listed
if (mysql_num_rows($result) >= 1) {
// Incidents Table
include APPLICATION_INCPATH . 'incidents_table.inc.php';
} else {
echo "<p class='info'>{$strNoIncidents}</p>";
}
if ($user == 'all') {
echo "<p align='center'>" . sprintf($strNumOfIncidents, $rowcount) . "</p>";
$site = mysql_fetch_object($siteresult);
$site_name = $site->name;
if (!empty($site->notes)) {
$site_notes = icon('site', 16) . " <strong>{$strSiteNotes}</strong><br />" . nl2br($site->notes);
} else {
$site_notes = '';
}
unset($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
$rhtml .= "<h2>" . icon('reassign', 32, $strPendingReassignments);
$rhtml .= " {$strPendingReassignments}</h2>";
$rhtml .= "<p align='center'>{$strAutoReassignmentsThatCouldntBeMade}</p>";
$rhtml .= "<table align='center' style='width: 95%;'>";
$rhtml .= "<tr><th title='{$strLastUpdated}'>{$strDate}</th><th title='{$strCurrentOwner}'>{$strFrom}</th>";
$rhtml .= "<th title='{$strIncidentTitle}'>{$strSubject}</th><th>{$strMessage}</th>";
$rhtml .= "<th>{$strOperation}</th></tr>\n";
while ($assign = mysql_fetch_object($result)) {
// $originalownerstatus=user_status($assign->originalowner);
$useraccepting = strtolower(user_accepting($assign->originalowner));
if ($assign->owner == $assign->originalowner || $assign->towner == $assign->originalowner and $useraccepting == 'no') {
$show = TRUE;
$rhtml .= "<tr class='shade1'>";
$rhtml .= "<td align='center'>" . ldate($CONFIG['dateformat_datetime'], $assign->lastupdated) . "</td>";
$rhtml .= "<td>" . user_realname($assign->originalowner, TRUE) . "</td>";
$rhtml .= "<td>" . software_name($assign->softwareid) . "<br />[<a href=\"javascript:wt_winpopup('incident_details.php?id={$assign->id}&popup=yes', 'mini')\">{$assign->id}</a>] " . $assign->title . "</td>";
$userstatus = userstatus_name($assign->userstatus);
$usermessage = user_message($assign->originalowner);
$username = user_realname($assign->originalowner, TRUE);
$rhtml .= "<td>" . sprintf($strOwnerXAndNotAccepting, $userstatus) . "<br />{$usermessage}</td>";
$backupid = software_backup_userid($assign->originalowner, $assign->softwareid);
$backupname = user_realname($backupid, TRUE);
$reason = urlencode(trim("{$strPreviousIncidentOwner} ({$username}) {$userstatus} {$usermessage}"));
$rhtml .= "<td>";
if ($backupid >= 1) {
$rhtml .= "<a href=\"javascript:wt_winpopup('incident_reassign.php?id={$assign->id}&reason={$reason}&backupid={$backupid}&asktemp=temporary&popup=yes','mini');\" title='{$strReassignTo} {$backupname}'>{$strAssignToBackup}</a> | ";
}
$rhtml .= "<a href=\"javascript:wt_winpopup('incident_reassign.php?id={$assign->id}&reason={$reason}&asktemp=temporary&popup=yes','mini');\" title='{$strReassign}'>{$strAssignToOther}</a> | <a href='set_user_status.php?mode=deleteassign&incidentid={$assign->incidentid}&originalowner={$assign->originalowner}' title='{$strIgnoreThisAndDelete}'>{$strIgnore}</a></td>";
$rhtml .= "</tr>\n";
} elseif ($assign->owner != $assign->originalowner and $useraccepting == 'yes') {
$show = TRUE;
}
$escalationpath = db_read_column('name', $dbEscalationPaths, $escalationpath);
if ($oldccemail != $ccemail) {
$header .= "CC Email: " . $oldccemail . " -> <b>" . $ccemail . "</b>\n";
}
if ($oldescalationpath != $escalationpath) {
$header .= "Escalation: " . $oldescalationpath . " -> <b>" . $escalationpath . "</b>\n";
}
if ($oldexternalengineer != $externalengineer) {
$header .= "External Engineer: " . $oldexternalengineer . " -> <b>" . $externalengineer . "</b>\n";
}
if ($oldexternalemail != $externalemail) {
$header .= "External email: " . $oldexternalemail . " -> <b>" . $externalemail . "</b>\n";
}
if ($oldsoftware != $software) {
$header .= "Skill: " . software_name($oldsoftware) . " -> <b>" . software_name($software) . "</b>\n";
}
if ($oldproductversion != $productversion) {
$header .= "Version: " . $oldproductversion . " -> <b>" . $productversion . "</b>\n";
}
if ($oldproductservicepacks != $productservicepacks) {
$header .= "Service Packs Applied: " . $oldproductservicepacks . " -> <b>" . $productservicepacks . "</b>\n";
}
if (!empty($header)) {
$header .= "<hr>";
}
// get current incident status
$sql = "SELECT status FROM `{$dbIncidents}` WHERE id={$id}";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
} elseif (empty($incidents['externalid']) and $incidents['escalationpath'] >= 1) {
$epathurl = $epath[$escalationpath]['home_url'];
$externalid = "<a href=\"{$epathurl}\" title=\"{$epath[$escalationpath]['url_title']}\">{$epath[$escalationpath]['name']}</a>";
} elseif (empty($incidents['escalationpath']) and !empty($incidents['externalid'])) {
$externalid = format_external_id($incidents['externalid']);
}
echo "<tr class='{$class}'>";
echo "<td align='center'>";
echo "<a href='incident_details.php?id={$incidents['id']}' class='direct'>{$incidents['id']}</a>";
if ($externalid != '') {
echo "<br />{$externalid}";
}
echo "</td>";
echo "<td>";
if (!empty($incidents['softwareid'])) {
echo software_name($incidents['softwareid']) . "<br />";
}
if (count(open_activities_for_incident($incidents['id'])) > 0) {
echo icon('timer', 16, $strOpenActivities) . ' ';
}
if (drafts_waiting_on_incident($incidents['id'])) {
echo icon('note2', 16, $strDraftsExist) . ' ';
}
echo "<a href=\"javascript:incident_details_window('{$incidents['id']}','incident{$incidents['id']}')\" class='info'>";
if (trim($incidents['title']) != '') {
echo $incidents['title'];
} else {
echo $strUntitled;
}
if (!empty($update_body) and $update_body != '...') {
echo "<span>{$update_body}</span>";
echo "<a href=\"{$_SERVER['PHP_SELF']}?id={$id}&mode={$mode}&status=open\">{$strShowOpenIncidents}</a> | ";
echo "<a href=\"{$_SERVER['PHP_SELF']}?id={$id}&mode={$mode}&status=closed\">{$strShowClosedIncidents}</a> | ";
echo "<a href=\"{$_SERVER['PHP_SELF']}?id={$id}&mode={$mode}\">{$strAll}</a>";
echo "</p>";
$countproducts = array_sum($productlist);
if ($mode == 'site') {
$countcontacts = array_sum($contactlist);
}
if ($countproducts >= 1 or $contactcontacts >= 1) {
foreach ($productlist as $product => $quantity) {
$productpercentage = number_format($quantity * 100 / $countproducts, 1);
$productlegends[] = urlencode(product_name($product) . " ({$productpercentage}%)");
}
foreach ($softwarelist as $software => $quantity) {
$softwarepercentage = number_format($quantity * 100 / $countproducts, 1);
$softwarelegends[] = urlencode(software_name($software) . " ({$softwarepercentage}%)");
}
if ($mode == 'site') {
foreach ($contactlist as $contact => $quantity) {
$contactpercentage = number_format($quantity * 100 / $countcontacts, 1);
$contactlegends[] = urlencode("{$contact} ({$contactpercentage}%)");
}
}
if (extension_loaded('gd')) {
// Incidents by product chart
$data = implode('|', $productlist);
$keys = array_keys($productlist);
$legends = implode('|', $productlegends);
$title = urlencode("{$strIncidents}: {$strByProduct}");
//$data="1,2,3";
echo "<div style='text-align:center;'>";
$isql .= "FROM `{$dbContacts}` AS c, `{$dbSites}` AS s, `{$dbIncidents}` AS i ";
$isql .= "WHERE c.siteid = s.id AND s.id={$site->id} AND i.opened >" . strtotime($startdate) . " AND i.closed < " . strtotime($enddate) . " AND i.contact = c.id ";
$iresult = mysql_query($isql);
if (mysql_error()) {
trigger_error(mysql_error(), E_USER_WARNING);
}
if (mysql_num_rows($iresult) > 0) {
$csv .= "<tr><td colspan='{$colspan}'>";
$csv .= "<table width='100%'><th>{$strID}</th><th>{$strTitle}</th><th>{$strContact}</th><th>{$strSkill}</th><th>{$strStatus}</th>";
$csv .= "<th>{$strEngineer}</th><th>{$strOpened}</th><th>{$strClosed}</th><th>{$strDuration}</th><th>{$strSLA}</th></tr>";
$shade1 = 'shade1';
while ($obj = mysql_fetch_object($iresult)) {
$csv .= "<tr class='{$shade1}'>";
$csv .= "<td>{$obj->id}</td><td>{$obj->title}</td>";
$csv .= "<td>{$obj->forenames} {$obj->surname}</td>";
$csv .= "<td>" . software_name($obj->softwareid) . "</td>";
$csv .= "<td>" . incidentstatus_name($obj->status) . "</td>";
$csv .= "<td>" . user_realname($obj->owner) . "</td>";
$csv .= "<td>" . format_date_friendly($obj->opened) . "</td>";
$csv .= "<td>";
if ($obj->closed > 0) {
$csv .= format_date_friendly($obj->closed);
} else {
$csv .= $strCurrentlyOpen;
}
$csv .= "</td>";
$csv .= "<td>";
if ($obj->closed > 0) {
$csv .= format_workday_minutes($obj->closed - $obj->opened);
}
$csv .= "</td>";
