// if Forward ticket
if (isset($_POST['forward'])) {
//Create update message for db
$reason = "<div class=update><h3>Ticket forwarded by " . $_SESSION['sAMAccountName'] . " (" . date("d/m/Y H:i:s") . ")</h3>" . htmlspecialchars($_POST['details']) . "</div>";
//PDO Update ticket
$STH = $DBH->Prepare("UPDATE calls SET helpdesk = :helpdesk, status=1, assigned = :assigned, lastupdate = :lastupdate, details = CONCAT(details, :details) WHERE callid = :callid");
$STH->bindParam(':helpdesk', $_POST['fwdhelpdesk'], PDO::PARAM_STR);
$nullvalue = NULL;
$STH->bindParam(':assigned', $nullvalue, PDO::PARAM_STR);
$STH->bindParam(':lastupdate', date("c"), PDO::PARAM_STR);
$STH->bindParam(':details', $reason, PDO::PARAM_STR);
$STH->bindParam(':callid', $_POST['id'], PDO::PARAM_STR);
$STH->execute();
//PDO Update engineers assignment
$STH = $DBH->Prepare("UPDATE assign_engineers SET engineerId = :engineerid WHERE id = :id");
$STH->bindParam(':engineerid', next_engineer($_POST['fwdhelpdesk']), PDO::PARAM_STR);
$STH->bindParam(':id', $_POST['fwdhelpdesk'], PDO::PARAM_STR);
$STH->execute();
//Email Managers to let them know ticket forwarded.
// Get engineers emails
$STHemail = $DBH->Prepare('SELECT engineerEmail FROM engineers WHERE helpdesk = :helpdesk AND engineerLevel=2');
$STHemail->bindParam(':helpdesk', $_POST['fwdhelpdesk'], PDO::PARAM_INT);
$STHemail->setFetchMode(PDO::FETCH_OBJ);
$STHemail->execute();
while ($rowemail = $STHemail->fetch()) {
//Construct message
$to = $rowemail->engineerEmail;
$message = "<span style='font-family: arial;'><p>Helpdesk ticket (#" . $_POST['id'] . ") has been forwarded to your helpdesk.</p>";
$message .= "<p>To view the details of this ticket please <a href='" . HELPDESK_LOC . "'>Visit " . CODENAME . "</a></p>";
$message .= "<p>This is an automated message please do not reply</p>";
$msgtitle = "New Helpdesk ticket (#" . $_POST['id'] . ")";
function increment_engineer($data)
{
// Check helpdesk call is for
$helpdeskid = $data;
// find last engineer assigned
global $DBH;
// Update engineers asignment (need to do check if should round robin or fixed assignment)
$STH = $DBH->Prepare("UPDATE assign_engineers SET engineerId = :engineerid WHERE id = :id");
$STH->bindParam(':engineerid', next_engineer($helpdeskid), PDO::PARAM_STR);
$STH->bindParam(':id', $helpdeskid, PDO::PARAM_STR);
$STH->execute();
return;
}
include '/var/www/html/helpdesk/includes/functions.php';
// Process Scheduled Tickets
echo "\n-- Starting Process Scheduled Tickets : " . date("h:i:s") . "\n";
//TODO check scheduled tickets and according to frequency create new tickets for the following day
// List all scheduled tickets
echo "* Scheduled tickets in database \n";
$STH = $DBH->Prepare("SELECT * FROM scheduled_calls");
$STH->setFetchMode(PDO::FETCH_OBJ);
$STH->execute();
if ($STH->rowCount() == 0) {
echo "0 items scheduled\n";
}
while ($row = $STH->fetch()) {
// who to assign
if ($row->assigned == -1) {
$assigned = next_engineer($row->helpdesk);
} else {
$assigned = $row->assigned;
}
// assigned engineer (int)
// increment engineer so tickets are round robbin
increment_engineer($row->helpdesk);
// cleanup ticket objects
unset($createticket);
// create ticket from scheduled_calls table
$createticket = new ticket($row->name, $row->email, $row->tel, $row->details, $assigned, date("c"), date("c"), $row->status, $row->closed, $row->closeengineerid, $row->urgency, $row->location, $row->room, $row->category, $row->owner, $row->helpdesk, $row->invoicedate, $row->callreason, $row->title, $row->lockerid, 1);
// prep PDO statment
$STHloop = $DBH->Prepare("INSERT INTO calls (name, email, tel, details, assigned, opened, lastupdate, status, closed, closeengineerid, urgency, location, room, category, owner, helpdesk, invoicedate, callreason, title, lockerid, pm) VALUES (:name, :email, :tel, :details, :assigned, :opened, :lastupdate, :status, :closed, :closeengineerid, :urgency, :location, :room, :category, :owner, :helpdesk, :invoicedate, :callreason, :title, :lockerid, :pm)");
// set start date
$startdate = date("Y-m-d", strtotime($row->startschedule));
// Process each ticket checking frequency
