<?php

// incident_add.php - Multi-page form for Adding Incidents

//

// SiT (Support Incident Tracker) - Support call tracking system

// Copyright (C) 2000-2009 Salford Software Ltd. and Contributors

//

// This software may be used and distributed according to the terms

// of the GNU General Public License, incorporated herein by reference.

//

//

// Author: Ivan Lucas <ivanlucas[at]users.sourceforge.net>, Tom Gerrard

// 7Oct02 INL Added support for maintenanceid to be put into incidents table

$permission = 5;

require ('core.php');

require (APPLICATION_LIBPATH . 'functions.inc.php');

// This page requires authentication

require (APPLICATION_LIBPATH . 'auth.inc.php');

$title = $strAddIncident;

function to_row($contactrow)

}

// External variables

$action = $_REQUEST['action'];

$context = cleanvar($_REQUEST['context']);

$updateid = cleanvar($_REQUEST['updateid']);

$incomingid = cleanvar($_REQUEST['incomingid']);

$query = cleanvar($_REQUEST['query']);

$siteid = cleanvar($_REQUEST['siteid']);

$contactid = cleanvar($_REQUEST['contactid']);

$search_string = cleanvar($_REQUEST['search_string']);

$from = cleanvar($_REQUEST['from']);

$type = cleanvar($_REQUEST['type']);

$maintid = cleanvar($_REQUEST['maintid']);

$productid = cleanvar($_REQUEST['productid']);

$producttext = cleanvar($_REQUEST['producttext']);

$win = cleanvar($_REQUEST['win']);

if (!empty($incomingid) AND empty($updateid)) $updateid = db_read_column('updateid', $dbTempIncoming, $incomingid);

if (empty($action) OR $action == 'showform')

{

$pagescripts = array('scriptaculous/scriptaculous.js','AutoComplete.js');

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

echo "<h2>".icon('add', 32)." {$strAddIncident} - {$strFindContact}</h2>";

if (empty($siteid))

{

echo "<form action='{$_SERVER['PHP_SELF']}?action=findcontact' method='post'>";

echo "<input type='hidden' name='context' value='{$context}' />";

echo "<input type='hidden' name='updateid' value='{$updateid}' />";

echo "<table class='vertical'>";

echo "<tr><th><label for='search_string'>";

echo icon('contact', 16);

echo " {$strContact}</label></th><td>\n";

echo "<input type='text' name='search_string' id='search_string' size='30' value='{$query}' />\n";

echo autocomplete('search_string', 'autocomplete_sitecontact');

echo "<input type='hidden' name='win' value='{$win}' />";

echo "<input name='submit' type='submit' value='{$strFindContact}' />";

echo "</td></tr>";

echo "</table>";

echo "<p align='center'><a href='contacts.php'>{$strBrowseContacts}</a>...</p>";

echo "<input name='siteid' type='hidden' value='$siteid' />";

echo "</form>\n";

}

else

{

echo "<p align='center'>{$strContact} {$contactid}</p>";

}

include (APPLICATION_INCPATH . 'htmlfooter.inc.php');

}

elseif ($action == 'findcontact')

{

// Search for the contact specified in the maintenance contracts and display a list of choices

// This Page Is Valid XHTML 1.0 Transitional! 27Oct05

// Are we using LDAP?

if ( $CONFIG["use_ldap"] )

{

// Do we want to autocreate the customer from LDAP?

if ( $CONFIG["ldap_autocreate_customer"] )

{

// Import the user from LDAP

ldapImportCustomerFromEmail($from);

}

}

$search_string = mysql_real_escape_string(urldecode($_REQUEST['search_string']));

// check for blank or very short search field - otherwise this would find too many results

if (empty($contactid) && strlen($search_string) < 2)

{

header("Location: {$_SERVER['PHP_SELF']}");

exit;

}

// Filter by contact

$contactsql .= "AND (c.surname LIKE '%$search_string%' OR c.forenames LIKE '%$search_string%' ";

$contactsql .= "OR SOUNDEX('$search_string') = SOUNDEX(CONCAT_WS(' ', c.forenames, c.surname)) ";

$contactsql .= "OR SOUNDEX('$search_string') = SOUNDEX(CONCAT_WS(', ', c.surname, c.forenames)) ";

$contactsql .= "OR s.name LIKE '%$search_string%') ";

$sql = "SELECT p.name AS productname, p.id AS productid, c.surname AS surname, ";

$sql .= "m.id AS maintid, m.incident_quantity, m.incidents_used, m.expirydate, m.term, s.name AS name, ";

$sql .= "c.id AS contactid, s.id AS siteid, c.forenames, m.servicelevelid ";

$sql .= "FROM `{$dbSupportContacts}` AS sc, `{$dbContacts}` AS c, `{$dbMaintenance}` AS m, `{$dbProducts}` AS p, `{$dbSites}` AS s ";

$sql .= "WHERE m.product = p.id ";

$sql .= "AND m.site = s.id ";

$sql .= "AND sc.contactid = c.id ";

$sql .= "AND sc.maintenanceid = m.id ";

if (empty($contactid))

{

$sql .= $contactsql;

}

else

{

$sql .= "AND c.id = '$contactid' ";

}

$sql .= "UNION SELECT p.name AS productname, p.id AS productid, c.surname AS surname, ";

$sql .= "m.id AS maintid, m.incident_quantity, m.incidents_used, m.expirydate, m.term, s.name AS name, ";

$sql .= "c.id AS contactid, s.id AS siteid, c.forenames, m.servicelevelid ";

$sql .= "FROM `{$dbContacts}` AS c, `{$dbMaintenance}` AS m, `{$dbProducts}` AS p, `{$dbSites}` AS s ";

$sql .= "WHERE m.product = p.id ";

$sql .= "AND m.site = s.id ";

$sql .= "AND m.site = c.siteid ";

$sql .= "AND m.allcontactssupported='yes' ";

if (empty($contactid))

{

$sql .= $contactsql;

}

else

{

$sql .= "AND c.id = '$contactid' ";

}

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

if (mysql_num_rows($result) > 0)

{

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

?>

<script type="text/javascript">

function confirm_support()

{

return window.confirm("<?php echo $strContractAreYouSure; ?>");

}

function confirm_free()

{

return window.confirm("<?php echo $strSiteAreYouSure; ?>");

}

</script>

<?php

echo "<h2>".icon('add', 32)." {$strAddIncident} - {$strSelect} {$strContract} / {$strContact}</h2>";

echo "<h3>".icon('contract', 32)." {$strContracts}</h3>";

echo "<p align='center'>".sprintf($strListShowsContracts, $strAddIncident).".</p>";

$str_prefered = '';

$str_alternative = '';

$headers = "<tr><th>&nbsp;</th><th>{$strName}</th><th>{$strSite}</th>";

$headers .= "<th>{$strContract}</th><th>{$strServiceLevel}</th>";

$headers .= "<th>{$strExpiryDate}</th></tr>";

while ($contactrow = mysql_fetch_array($result))

{

if (empty($CONFIG['preferred_maintenance']) OR

(is_array($CONFIG['preferred_maintenance']) AND

in_array(servicelevel_id2tag($contactrow['servicelevelid']),

$CONFIG['preferred_maintenance'])))

{

$str_prefered .= to_row($contactrow);

}

else

{

$str_alternative .= to_row($contactrow);

}

}

if (!empty($str_prefered))

{

if (!empty($str_alternative))

{

echo "<h3>{$strPreferred}</h3>";

}

echo "<table align='center'>";

echo $headers;

echo $str_prefered;

echo "</table>\n";

}

// NOTE: these BOTH need to be shown as you might wish to log against an alternative contract

if (!empty($str_alternative))

{

if (!empty($str_prefered)) echo "<h3>{$strAlternative}</h3>";

echo "<table align='center'>";

echo $headers;

echo $str_alternative;

echo "</table>\n";

}

if (empty($str_prefered) AND empty($str_alternative))

{

echo "<p class='error'>{$strNothingToDisplay}</p>";

}

// Select the contact from the list of contacts as well

$sql = "SELECT *, c.id AS contactid FROM `{$dbContacts}` AS c, `{$dbSites}` AS s WHERE c.siteid = s.id ";

if (empty($contactid))

{

$sql .= "AND (surname LIKE '%$search_string%' OR forenames LIKE '%$search_string%' OR s.name LIKE '%$search_string%' ";

$sql .= "OR CONCAT_WS(' ', forenames, surname) LIKE '$search_string') ";

}

else $sql .= "AND c.id = '$contactid' ";

$sql .= "ORDER by c.surname, c.forenames ";

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

if (mysql_num_rows($result) > 0)

{

$html = "<h3>".icon('contact', 32, $strContact)." ";

$html .= "{$strContacts}</h3>\n";

$html .= "<p align='center'>{$strListShowsContacts}.</p>";

$html .= "<table align='center'>";

$html .= "<tr>";

$html .= "<th>&nbsp;</th>";

$html .= "<th>{$strName}</th>";

$html .= "<th>{$strSite}</th>";

$html .= "</tr>\n";

$customermatches = 0;

while ($contactrow = mysql_fetch_array($result))

{

$html .= "<tr class='shade2'>";

$site_incident_pool = db_read_column('freesupport', $dbSites,

$contactrow['siteid']);

if ($site_incident_pool > 0)

{

$html .= "<td><a href=\"{$_SERVER['PHP_SELF']}?action=";

$html .= "incidentform&amp;type=free&amp;contactid=";

$html .= $contactrow['contactid']."&amp;updateid=$updateid";

$html .= "&amp;win={$win}\" onclick=\"return confirm_free();\">";

$html .= "{$strAddSiteSupportIncident}</a> (";

$html .= sprintf($strRemaining,$site_incident_pool).")</td>";

$customermatches++;

}

else

{

$html .= "<td class='expired'>{$strZeroRemaining}</td>";

}

$html .= '<td>'.$contactrow['forenames'].' '.$contactrow['surname'].'</td>';

$html .= '<td>'.site_name($contactrow['siteid']).'</td>';

$html .= "</tr>\n";

}

$html .= "</table>\n";

$html .= "<p align='center'><a href='contact_add.php?name=".urlencode($search_string)."&amp;return=addincident'>{$strAddContact}</a></p>";

if ($customermatches > 0)

{

echo $html;

}

unset($html, $customermatches);

}

else

{

echo "<h3>".sprintf($strNoResultsFor, $strContacts)."</h3>";

echo "<p align='center'><a href=\"contact_add.php?name=".urlencode($search_string)."&amp;return=addincident\">{$strAddContact}</a></p>";

}

echo "<p align='center'><a href=\"{$_SERVER['PHP_SELF']}?updateid={$updateid}&amp;win={$win}\">{$strSearchAgain}</a></p>";

include (APPLICATION_INCPATH . 'htmlfooter.inc.php');

}

else

{

// This Page Is Valid XHTML 1.0 Transitional! 27Oct05

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

if (!empty($search_string)) $match = "'$search_string'";

if (!empty($contactid)) $match = "{$strContact} {$strID} {$contactid}";

echo "<h2>".sprintf($strSorryUnableToFindAnyContactsMatchingX, $match)."</h2>\n";

echo "<p align='center'><a href=\"incident_add.php?updateid=$updateid&amp;win={$win}\">{$strSearchAgain}</a></p>";

// Select the contact from the list of contacts as well

$sql = "SELECT *, c.id AS contactid FROM `{$dbContacts}` AS c, `{$dbSites}` AS s WHERE c.siteid = s.id ";

if (empty($contactid))

{

$sql .= "AND (surname LIKE '%$search_string%' OR forenames LIKE '%$search_string%' OR s.name LIKE '%$search_string%' ";

$sql .= "OR CONCAT_WS(' ', forenames, surname) = '$search_string' )";

}

else $sql .= "AND c.id = '$contactid' ";

$sql .= "ORDER by c.surname, c.forenames ";

$result=mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

if (mysql_num_rows($result)>0)

{

$html = "<h3>{$strCustomers}</h3>\n";

$html .= "<p align='center'>{$strThisListShowsCustomers}</p>";

$html .= "<table align='center'>";

$html .= "<tr>";

$html .= "<th>&nbsp;</th>";

$html .= "<th>{$strName}</th>";

$html .= "<th>{$strSite}</th>";

$html .= "</tr>\n";

$customermatches = 0;

while ($contactrow = mysql_fetch_array($result))

{

$html .= "<tr class='shade2'>";

$site_incident_pool = db_read_column('freesupport', $dbSites, $contactrow['siteid']);

if ($site_incident_pool > 0)

{

$html .= "<td><a href=\"{$_SERVER['PHP_SELF']}?action=incidentform&amp;type=free&amp;contactid=".$contactrow['contactid']."&amp;updateid=$updateid&amp;win={$win}\" onclick=\"return confirm_free();\">";

$html .= "{$strAddSiteSupportIncident}</a> ({$site_incident_pool})</td>";

$customermatches++;

}

else

{

$html .= "<td class='expired'>{$strZeroRemaining}</td>";

}

$html .= '<td>'.$contactrow['forenames'].' '.$contactrow['surname'].'</td>';

$html .= '<td>'.site_name($contactrow['siteid']).'</td>';

$html .= "</tr>\n";

}

$html .= "</table>\n";

if ($customermatches > 0)

{

echo $html;

}

echo "<p align='center'><a href='contact_add.php?name=".urlencode($search_string)."&amp;return=addincident'>{$strAddContact}</a></p>\n";

}

else

{

echo "<h3>".sprintf($strNoResultsFor, $strContacts)."</h3>";

echo "<p align='center'><a href=\"contact_add.php?name=".urlencode($search_string)."&amp;return=addincident\">{$strAddContact}</a></p>\n";

}

include (APPLICATION_INCPATH . 'htmlfooter.inc.php');

}

}

elseif ($action=='incidentform')

{

// Display form to get details of the actual incident

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

echo "<h2>".icon('add', 32)." {$strAddIncident} - {$strDetails}</h2>";

?>

<script type="text/javascript">

function validateForm(form)

{

if (form.incidenttitle.value == '')

{

alert(strYouMustEnterIncidentTitle);

form.incidenttitle.focus( );

return false;

}

}

</script>

<?php

echo "<form action='{$_SERVER['PHP_SELF']}?action=assign'";

echo " method='post' name='supportdetails' onsubmit=\"return validateForm(this)\">";

echo "<input type='hidden' name='type' value=\"{$type}\" />";

echo "<input type='hidden' name='contactid' value=\"{$contactid}\" />";

echo "<input type='hidden' name='productid' value=\"{$productid}\" />";

echo "<input type='hidden' name='maintid' value=\"{$maintid}\" />";

echo "<input type='hidden' name='siteid' value=\"{$siteid}\" />";

if (!empty($updateid))

{

echo "<input type='hidden' name='updateid' value='$updateid' />";

}

echo "<table class='vertical' width='90%'>";

echo "<tr><td>";

$contactemail = contact_email($contactid);

echo "<a href=\"mailto:{$contactemail}\">".icon('contact', 16, '', $contactemail)."</a>";

echo " <strong>".contact_realname($contactid)."</strong> <span style='font-size:80%;'>(<a href='contact_edit.php?action=edit&amp;";

echo "contact={$contactid}'>{$strEdit}</a>)</span>, ";

echo contact_site($contactid) . " ";

echo "{$strTel}: ".contact_phone($contactid);

echo "</td>";

echo "<td>";

echo icon('contract', 16) . " <strong>{$strContract} {$maintid}</strong>: ";

echo strip_tags($producttext);

echo "</td></tr>";

if (empty($updateid))

{

echo "<tr><td><label for='incidenttitle'>{$strIncidentTitle}</label><br />";

echo "<input class='required' maxlength='200' id='incidenttitle' ";

echo "name='incidenttitle' size='50' type='text' />";

echo " <span class='required'>{$strRequired}</span></td>\n";

echo "<td>";

if ($type == 'free')

{

echo "<label>{$strServiceLevel}".serviceleveltag_drop_down('servicelevel',$CONFIG['default_service_level'], TRUE)."</label><br />";

echo "<label>{$strSkill}: ".skill_drop_down('software', 0)."</label>";

}

else

{

echo "<label for='software'>{$strSkill}</label><br />".softwareproduct_drop_down('software', 1, $productid);

}

echo " <label>{$strVersion}: <input maxlength='50' name='productversion' size='8' type='text' /></label> \n";

echo " <label>{$strServicePacksApplied}: <input maxlength='100' name='productservicepacks' size='8' type='text' /></label>\n";

echo "</td></tr>";

// Inventory

$items_array[0] = '';

$sql = "SELECT * FROM `{$dbInventory}` ";

$sql .= "WHERE contactid='{$contactid}' ";

$result = mysql_query($sql);

$contact_inv_count = mysql_num_rows($result);

while ($items = mysql_fetch_object($result))

{

$var = $items->name;

if (!empty($items->identifier))

{

$var .= " ({$items->identifier})";

}

elseif (!empty($items->address))

{

$var .= " ({$items->address})";

}

$items_array[$items->id] = $var;

}

// Don't show inventory section if non available for contact

if ($contact_inv_count > 0)

{

echo "<tr><td><label for='inventory'>{$strInventoryItems}:</label><br />";

echo array_drop_down($items_array, 'inventory', '', '', TRUE)."</td><td></td></tr>";

}

// Insert pre-defined per-product questions from the database, these should be required fields

// These 'productinfo' questions don't have a GUI as of 27Oct05

$sql = "SELECT * FROM `{$dbProductInfo}` WHERE productid='$productid'";

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

$numquestions = mysql_num_rows($result);

$cellcount = 1;

while ($productinforow = mysql_fetch_array($result))

{

if ($cellcount & 1) echo "<tr>";

echo "<td>";

echo "<label>{$productinforow['information']}";

if ($productinforow['moreinformation'] != '')

{

echo " (<em>{$productinforow['moreinformation']}</em>)";

}

echo "<br />\n";

echo "<input class='required' maxlength='50' ";

echo "name='pinfo{$productinforow['id']}' size='70' type='text' />";

echo " <span class='required'>{$strRequired}</span>";

echo "</label>";

echo "</td>";

$cellcount++;

if ($cellcount > $numquestions AND $numquestions & 1)

{

echo "<td></td></tr>";

}

elseif ($cellcount & 1) echo "</tr>";

}

echo "<tr><td><label for='probdesc'>{$strProblemDescription}</label>".help_link('ProblemDescriptionEngineer')."<br />";

echo "<textarea id='probdesc' name='probdesc' rows='2' cols='60' onfocus='new ResizeableTextarea(this);'></textarea></td>\n";

echo "<td><label for='probreproduction'>{$strProblemReproduction}</label>".help_link('ProblemReproductionEngineer')."<br />";

echo "<textarea id='probreproduction' name='probreproduction' rows='2' cols='60' onfocus='new ResizeableTextarea(this);'></textarea></td></tr>\n";

echo "<tr><td><label for='workarounds'>{$strWorkAroundsAttempted}</label>".help_link('WorkAroundsAttemptedEngineer')."<br />";

echo "<textarea id='workarounds' name='workarounds' rows='2' cols='60' onfocus='new ResizeableTextarea(this);'></textarea></td>\n";

echo "<td><label for ='custimpact'>{$strCustomerImpact}</label>".help_link('CustomerImpactEngineer')."<br />";

echo "<textarea id='custimpact' name='custimpact' rows='2' cols='60' onfocus='new ResizeableTextarea(this);'></textarea></td></tr>\n";

}

else

{

$sql = "SELECT bodytext FROM `{$dbUpdates}` WHERE id=$updateid";

$result=mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

$updaterow=mysql_fetch_array($result);

$mailed_body_text = $updaterow['bodytext'];

$sql="SELECT subject FROM `{$dbTempIncoming}` WHERE updateid=$updateid";

$result=mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

$updaterow=mysql_fetch_array($result);

$mailed_subject=$updaterow['subject'];

echo "<tr><td><label for='incidenttitle'>{$strIncidentTitle}</label><br />";

echo "<input class='required' maxlength='200' id='incidenttitle' ";

echo "name='incidenttitle' size='50' type='text' value=\"".htmlspecialchars($mailed_subject,ENT_QUOTES)."\" />";

echo " <span class='required'>{$strRequired}</span></td>\n";

echo "<td>";

if ($type == 'free')

{

echo "<th>{$strServiceLevel}</th><td>".serviceleveltag_drop_down('servicelevel',$CONFIG['default_service_level'], TRUE)."</td>";

echo "<th>{$strSkill}</th><td>".skill_drop_down('software', 0)."</td></tr>";

}

else

{

echo "<label for='software'>{$strSkill}</label><br />".softwareproduct_drop_down('software', 1, $productid);

}

echo "</td></tr>";

echo "<tr><td colspan='2'>&nbsp;</td></tr>\n";

echo "<tr><th>{$strProblemDescription}<br /><span style='font-weight: normal'>{$strReceivedByEmail}</span></th>";

echo "<td>".parse_updatebody($mailed_body_text)."</td></tr>\n";

echo "<tr><td class='shade1' colspan='2'>&nbsp;</td></tr>\n";

}

echo "<tr><td><strong>{$strNextAction}</strong><br />";

// echo "<input type='text' name='nextaction' maxlength='50' size='30' value='Initial Response' /><br /><br />";

echo show_next_action();

echo "</td>";

echo "<td colspan='2'>";

echo "<strong>{$strVisibleToCustomer}</strong><br />\n";

echo "<label><input name='cust_vis' type='checkbox' checked='checked' /> {$strVisibleToCustomer}</label>";

echo help_link('VisibleToCustomer')."<br />";

echo "<label><input name='send_email' type='checkbox' checked='checked' /> ";

echo "{$strSendOpeningEmailDesc}</label><br />";

echo "<strong>{$strPriority}</strong><br />".priority_drop_down("priority", 1, 4, FALSE)." </td></tr>";

echo "</table>\n";

echo "<input type='hidden' name='win' value='{$win}' />";

echo "<p align='center'><input name='submit' type='submit' value='{$strAddIncident}' /></p>";

echo "</form>\n";

include (APPLICATION_INCPATH . 'htmlfooter.inc.php');

}

elseif ($action == 'assign')

{

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

if ($type == "support" || $type == "free")

{

$html .= "<h2>{$strAddIncident} - {$strAssign}</h2>";

// Assign SUPPORT incident

// The incident will be added to the database assigned to the current user, and then a list of engineers

// is displayed so that the incident can be redirected

// External vars

$servicelevel = cleanvar($_REQUEST['servicelevel']);

$type = cleanvar($_REQUEST['type']);

$incidenttitle = cleanvar($_REQUEST['incidenttitle']);

$probdesc = cleanvar($_REQUEST['probdesc']);

$workarounds = cleanvar($_REQUEST['workarounds']);

$probreproduction = cleanvar($_REQUEST['probreproduction']);

$custimpact = cleanvar($_REQUEST['custimpact']);

$other = cleanvar($_REQUEST['other']);

$priority = cleanvar($_REQUEST['priority']);

$software = cleanvar($_REQUEST['software']);

$productversion = cleanvar($_REQUEST['productversion']);

$productservicepacks = cleanvar($_REQUEST['productservicepacks']);

$bodytext = cleanvar($_REQUEST['bodytext']);

$cust_vis = cleanvar($_REQUEST['cust_vis']);

$send_email = cleanvar($_REQUEST['send_email']);

$inventory = cleanvar($_REQUEST['inventory']);

if ($send_email == 'on')

{

$send_email = 1;

}

else

{

$send_email = 0;

}

// check form input

$errors = 0;

// check for blank contact

if ($contactid == 0)

{

$errors = 1;

$error_string .= "{$strYouMustSelectAcontact}";

}

// check for blank title

if ($incidenttitle == '')

{

$incidenttitle = $strUntitled;

}

// check for blank priority

if ($priority == 0)

{

$priority=1;

}

// check for blank type

if ($type == '')

{

$errors = 1;

$error_string .= "{$strIncidentTypeWasBlank}";

}

if ($type == 'free' AND $servicelevel == '' )

{

$errors++;

$error_string .= "{$strYouMustSelectAserviceLevel}";

}

if ($errors == 0)

{

// add incident (assigned to current user)

// Calculate the time to next action

switch ($timetonextaction_none)

{

case 'none': $timeofnextaction = 0; break;

case 'time':

$timeofnextaction = calculate_time_of_next_action($timetonextaction_days, $timetonextaction_hours, $timetonextaction_minutes);

break;

case 'date':

// $now + ($days * 86400) + ($hours * 3600) + ($minutes * 60);

$unixdate=mktime(9,0,0,$month,$day,$year);

$now = time();

$timeofnextaction = $unixdate;

if ($timeofnextaction < 0) $timeofnextaction = 0;

break;

default: $timeofnextaction = 0; break;

}

// Set the service level the contract

if ($servicelevel == '')

{

$servicelevel = servicelevel_id2tag(maintenance_servicelevel($maintid));

}

// Use default service level if we didn't find one above

if ($servicelevel == '')

{

$servicelevel = $CONFIG['default_service_level'];

}

if ($CONFIG['use_ldap'])

{

// Attempt to update contact

$sql = "SELECT username, contact_source FROM `{$GLOBALS['dbContacts']}` WHERE id = {$contactid}";

$result = mysql_query($sql);

if (mysql_error()) trigger_error(mysql_error(),E_USER_WARNING);

$obj = mysql_fetch_object($result);

if ($obj->contact_source == 'ldap')

{

//function authenticateLDAP($username, $password, $id = 0, $user=TRUE, $populateOnly=FALSE, $searchOnEmail=FALSE)

authenticateLDAP($obj->username, '', $contactid, false, true, false);

}

}

// Check the service level priorities, look for the highest possible and reduce the chosen priority if needed

$sql = "SELECT priority FROM `{$dbServiceLevels}` WHERE tag='$servicelevel' ORDER BY priority DESC LIMIT 1";

$result = mysql_query($sql);

if (mysql_error()) trigger_error(mysql_error(),E_USER_WARNING);

list($highestpriority) = mysql_fetch_row($result);

if ($priority > $highestpriority)

{

$prioritychangedmessage = " (".sprintf($strReducedPrioritySLA, priority_name($priority)).")";

$priority = $highestpriority;

}

$sql = "INSERT INTO `{$dbIncidents}` (title, owner, contact, priority, servicelevel, status, type, maintenanceid, ";

$sql .= "product, softwareid, productversion, productservicepacks, opened, lastupdated, timeofnextaction) ";

$sql .= "VALUES ('$incidenttitle', '".$sit[2]."', '$contactid', '$priority', '$servicelevel', '1', 'Support', '$maintid', ";

$sql .= "'$productid', '$software', '$productversion', '$productservicepacks', '$now', '$now', '$timeofnextaction')";

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

$incidentid = mysql_insert_id();

$_SESSION['incidentid'] = $incidentid;

// Save productinfo if there is some

$sql = "SELECT * FROM `{$dbProductInfo}` WHERE productid='{$productid}'";

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

if (mysql_num_rows($result) > 0)

{

while ($productinforow = mysql_fetch_object($result))

{

$var = "pinfo{$productinforow->id}";

$pinfo = cleanvar($_POST[$var]);

$pisql = "INSERT INTO `{$dbIncidentProductInfo}` (incidentid, productinfoid, information) ";

$pisql .= "VALUES ('{$incidentid}', '{$productinforow->id}', '{$pinfo}')";

mysql_query($pisql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

}

}

$updatetext = "{$_SESSION['syslang']['strPriority']}: [b]" . priority_name($priority, TRUE) . "[/b]";

if (!empty($prioritychangedmessage)) $updatetext .= $prioritychangedmessage;

$updatetext .= "\n\n" . $bodytext;

if ($probdesc != '') $updatetext .= "<b>{$_SESSION['syslang']['strProblemDescription']}</b>\n" . $probdesc . "\n\n";

if ($workarounds != '') $updatetext .= "<b>{$_SESSION['syslang']['strWorkAroundsAttempted']}</b>\n" . $workarounds . "\n\n";

if ($probreproduction != '') $updatetext .= "<b>{$_SESSION['syslang']['strProblemReproduction']}</b>\n" . $probreproduction . "\n\n";

if ($custimpact != '') $updatetext .= "<b>{$_SESSION['syslang']['strCustomerImpact']}</b>\n" . $custimpact . "\n\n";

if ($other != '') $updatetext .= "<b>{$_SESSION['syslang']['strDetails']}</b>\n" . $other . "\n";

if ($cust_vis == "on") $customervisibility='show';

else $customervisibility='hide';

if (!empty($updateid))

{

// Assign existing update to new incident if we have one

$sql = "UPDATE `{$dbUpdates}` SET incidentid='{$incidentid}', userid='{$sit[2]}' WHERE id='{$updateid}'";

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

$old_path = $CONFIG['attachment_fspath']. 'updates' . $fsdelim;

$new_path = $CONFIG['attachment_fspath'] . $incidentid . $fsdelim;

//move attachments from updates to incident

$sql = "SELECT linkcolref, filename FROM `{$dbLinks}` AS l, ";

$sql .= "`{$dbFiles}` as f ";

$sql .= "WHERE l.origcolref = '{$updateid}' ";

$sql .= "AND l.linktype = 5 ";

$sql .= "AND l.linkcolref = f.id";

$result = mysql_query($sql);

if ($result)

{

if (!file_exists($new_path))

{

$umask=umask(0000);

@mkdir($new_path, 0770);

umask($umask);

}

while ($row = mysql_fetch_object($result))

{

$filename = $row->linkcolref . "-" . $row->filename;

$old_file = $old_path . $filename;

if (file_exists($old_file))

{

$rename = rename($old_file, $new_path . $filename);

if (!$rename)

{

trigger_error("Couldn't move file: {$file}", E_USER_WARNING);

$moved_attachments = FALSE;

}

}

}

}

}

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($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

// 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}', '{$sit[2]}', 'reviewmet', '{$now}', '{$sit[2]}', '1', 'hide', 'opened','')";

mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

if (!empty($inventory) AND $inventory != 0)

{

$sql = "INSERT INTO `{$dbLinks}`(linktype, origcolref, linkcolref, direction, userid) ";

$sql .= "VALUES(7, '{$incidentid}', '{$inventory}', 'left', '{$sit[2]}')";

mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

}

plugin_do('incident_created');

// Decrement free support, where appropriate

if ($type == 'free')

{

decrement_free_incidents(contact_siteid($contactid));

plugin_do('incident_created_site');

}

else

{

// decrement contract incident by incrementing the number of incidents used

increment_incidents_used($maintid);

plugin_do('incident_created_contract');

}

$html .= "<h3>{$strIncident}: $incidentid</h3>";

$html .= "<p align='center'>";

$html .= sprintf($strIncidentLoggedEngineer, $incidentid);

$html .= "</p>\n";

$suggested_user = suggest_reassign_userid($incidentid);

trigger('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => $send_email));

if ($CONFIG['auto_assign_incidents'])

{

html_redirect("incident_add.php?action=reassign&userid={$suggested_user}&incidentid={$incidentid}");

exit;

}

else

{

echo $html;

}

// List Engineers

// We need a user type 'engineer' so we don't just list everybody

// Status zero means account disabled

$sql = "SELECT * FROM `{$dbUsers}` WHERE status!=0 ORDER BY realname";

$result = mysql_query($sql);

if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

echo "<h3>{$strUsers}</h3>

<table align='center'>

<tr>

<th>&nbsp;</th>

<th>{$strName}</th>

<th>{$strTelephone}</th>

<th>{$strStatus}</th>

<th>{$strMessage}</th>

<th colspan='5'>{$strIncidentsinQueue}</th>

<th>{$strAccepting}</th>

</tr>";

echo "<tr>

<th colspan='5'></th>

<th align='center'>{$strActionNeeded} / {$strOther}</th>";

echo "<th align='center'>".priority_icon(4)."</th>";

echo "<th align='center'>".priority_icon(3)."</th>";

echo "<th align='center'>".priority_icon(2)."</th>";

echo "<th align='center'>".priority_icon(1)."</th>";

echo "<th></th>";

echo "</tr>";

$shade = 'shade2';

while ($userrow = mysql_fetch_array($result))

{

if ($userrow['id'] == $suggested_user) $shade = 'idle';

echo "<tr class='$shade'>";

// display reassign link only if person is accepting or if the current user has 'reassign when not accepting' permission

if ($userrow['accepting'] == 'Yes')

{

echo "<td align='right'><a href=\"{$_SERVER['PHP_SELF']}?action=reassign&amp;userid=".$userrow['id']."&amp;incidentid=$incidentid&amp;nextaction=".urlencode($nextaction)."&amp;win={$win}\" ";

// if ($priority >= 3) echo " onclick=\"alertform.submit();\"";

echo ">{$strAssignTo}</a></td>";

}

elseif (user_permission($sit[2],40) OR $userrow['id'] == $sit[2])

{

echo "<td align='right'><a href=\"{$_SERVER['PHP_SELF']}?action=reassign&amp;userid=".$userrow['id']."&amp;incidentid=$incidentid&amp;nextaction=".urlencode($nextaction)."&amp;win={$win}\" ";

// if ($priority >= 3) echo " onclick=\"alertform.submit();\"";

echo ">{$strForceTo}</a></td>";

}

else

{

echo "<td class='expired'>&nbsp;</td>";

}

echo "<td>";

// Have a look if this user has skills with this software

$ssql = "SELECT softwareid FROM `{$dbUserSoftware}` ";

$ssql .= "WHERE userid='{$userrow['id']}' AND softwareid='{$software}' ";

$sresult = mysql_query($ssql);

if (mysql_num_rows($sresult) >= 1)

{

echo "<strong>{$userrow['realname']}</strong>";

}

else echo $userrow['realname'];

echo "</td>";

echo "<td>".$userrow['phone']."</td>";

echo "<td>".user_online_icon($userrow['id'])." ".userstatus_name($userrow['status'])."</td>";

echo "<td>".$userrow['message']."</td>";

echo "<td align='center'>";

$incpriority = user_incidents($userrow['id']);

$countincidents = ($incpriority['1']+$incpriority['2']+$incpriority['3']+$incpriority['4']);

if ($countincidents >= 1) $countactive = user_activeincidents($userrow['id']);

else $countactive=0;

$countdiff = $countincidents-$countactive;

echo "$countactive / {$countdiff}</td>";

echo "<td align='center'>".$incpriority['4']."</td>";

echo "<td align='center'>".$incpriority['3']."</td>";

echo "<td align='center'>".$incpriority['2']."</td>";

echo "<td align='center'>".$incpriority['1']."</td>";

echo "<td align='center'>";

echo $userrow['accepting'] == 'Yes' ? $strYes : "<span class='error'>{$strNo}</span>";

echo "</td>";

echo "</tr>\n";

if ($shade == 'shade2') $shade = 'shade1';

else $shade = 'shade2';

}

echo "</table>";

echo "<p align='center'>{$strUsersBoldSkills}.</p>";

}

else

{

trigger_error('User input error: '. $error_string, E_USER_ERROR);

}

}

include (APPLICATION_INCPATH . 'htmlfooter.inc.php');

}

elseif ($action == 'reassign')

{

// External variables

$incidentid = cleanvar($_REQUEST['incidentid']);

$uid = cleanvar($_REQUEST['userid']);

$nextaction = cleanvar($_REQUST['nextaction']);

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

echo "<h2>{$strIncidentAdded} - {$strSummary}</h2>";

echo "<p align='center'>";

$incidentnum = "<a href=\"javascript:incident_details_window('$incidentid','incident{$incidentid}');\">{$strIncident} {$incidentid}</a>";

$queuename = "<strong style='color: red'>{$strActionNeeded}</strong>";

$name = user_realname($uid);

printf($strHasBeenAutoMovedToX, $incidentnum, $name, $queuename);

echo help_link('AutoAssignIncidents')."</p><br /><br />";