<?php

// close_incident.php - Display a form for closing an incident

//

// 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.

//

$permission = 18; // Close Incidents

require ('core.php');

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

require_once (APPLICATION_LIBPATH . 'billing.inc.php');

// This page requires authentication

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

// External Variables

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

$incidentid = $id;

$title = $strClose;

// No submit detected show closure form

if (empty($_REQUEST['process']))

{

$sql = "SELECT owner FROM `{$dbIncidents}` WHERE id = '{$incidentid}'";

$result = mysql_query($sql);

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

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

if ($owner == 0)

{

html_redirect("incident_details.php?id={$incidentid}", FALSE, $strCallMustBeAssignedBeforeClosure);

exit;

}

if (count(open_activities_for_incident($incidentid)) > 0)

{

html_redirect("incident_details.php?id={$incidentid}", FALSE, $strMustCompleteActivitiesBeforeClosure);

exit;

}

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

?>

<script type="text/javascript">

<!--

function enablekb()

{

// INL 28Nov07 Yes I know a lot of this javascript is horrible

// it's old and I'm tired and can't be bothered right now

// the newer stuff at the bottom is pretty and uses prototype.js

// syntax

if (document.closeform.kbtitle.disabled==true)

{

// Enable KB

document.closeform.kbtitle.disabled=false;

//document.closeform.cust_vis1.disabled=true;

//document.closeform.cust_vis1.checked=true;

//document.closeform.cust_vis2.checked=true;

//document.closeform.cust_vis2.disabled=true;

// Enable KB includes

//document.closeform.incsummary.disabled=false;

document.closeform.summary.disabled=false;

document.closeform.incsymptoms.disabled=false;

document.closeform.symptoms.disabled=false;

document.closeform.inccause.disabled=false;

document.closeform.cause.disabled=false;

document.closeform.incquestion.disabled=false;

document.closeform.question.disabled=false;

document.closeform.incanswer.disabled=false;

document.closeform.answer.disabled=false;

//document.closeform.incsolution.disabled=false;

document.closeform.solution.disabled=false;

document.closeform.incworkaround.disabled=false;

document.closeform.workaround.disabled=false;

document.closeform.incstatus.disabled=false;

document.closeform.status.disabled=false;

document.closeform.incadditional.disabled=false;

document.closeform.additional.disabled=false;

document.closeform.increferences.disabled=false;

document.closeform.references.disabled=false;

$('helptext').innerHTML = strSelectKBSections;

$('helptext').innerHTML = $('helptext').innerHTML + "<br /><strong>" + strKnowledgeBaseArticle + "</strong>:";

// Show the table rows for KB article

$('titlerow').show();

$('distributionrow').show();

$('symptomsrow').show();

$('causerow').show();

$('questionrow').show();

$('answerrow').show();

$('workaroundrow').show();

$('statusrow').show();

$('inforow').show();

$('referencesrow').show();

}

else

{

// Disable KB

document.closeform.kbtitle.disabled=true;

//document.closeform.cust_vis1.disabled=false;

//document.closeform.cust_vis2.disabled=false;

// Disable KB includes

document.closeform.incsymptoms.checked=false;

document.closeform.incsymptoms.disabled=true;

document.closeform.symptoms.disabled=true;

document.closeform.inccause.checked=false;

document.closeform.inccause.disabled=true;

document.closeform.cause.disabled=true;

document.closeform.incquestion.checked=false;

document.closeform.incquestion.disabled=true;

document.closeform.question.disabled=true;

document.closeform.incanswer.checked=false;

document.closeform.incanswer.disabled=true;

document.closeform.answer.disabled=true;

// document.closeform.incsolution.checked=false;

// document.closeform.incsolution.disabled=true;

// document.closeform.solution.disabled=true;

document.closeform.incworkaround.checked=false;

document.closeform.incworkaround.disabled=true;

document.closeform.workaround.disabled=true;

document.closeform.incstatus.checked=false;

document.closeform.incstatus.disabled=true;

document.closeform.status.disabled=true;

document.closeform.incadditional.checked=false;

document.closeform.incadditional.disabled=true;

document.closeform.additional.disabled=true;

document.closeform.increferences.checked=false;

document.closeform.increferences.disabled=true;

document.closeform.references.disabled=true;

document.closeform.incworkaround.checked=false;

document.closeform.incworkaround.disabled=true;

document.closeform.workaround.disabled=true;

$('helptext').innerHTML = strEnterDetailsAboutIncidentToBeStoredInLog;

$('helptext').innerHTML + $('helptext').innerHTML = ' ' + strSummaryOfProblemAndResolution;

$('helptext').innerHTML = $('helptext').innerHTML + "<br /><strong>" + strFinalUpdate + "</strong>:";

// Hide the table rows for KB article

$('titlerow').hide();

$('distributionrow').hide();

$('symptomsrow').hide();

$('causerow').hide();

$('questionrow').hide();

$('answerrow').hide();

$('workaroundrow').hide();

$('statusrow').hide();

$('inforow').hide();

$('referencesrow').hide();

}

}

function editbox(object, boxname)

{

var boxname;

object.boxname.disabled=true;

}

-->

</script>

<?php

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

echo "<table class='vertical' width='100%'>";

echo "<tr><th width='20%'>{$strClose}</th>";

echo "<td><label><input type='radio' name='wait' value='yes' checked='checked' />";

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

echo "<label><input type='radio' name='wait' value='no' />{$strCloseImmediately}</label></td></tr>\n";

echo "<tr><th>{$strKnowledgeBase}";

echo "</th><td><label><input type='checkbox' name='kbarticle' onchange='enablekb();' value='yes' />";

echo "{$strNewKBArticle}</label></td></tr>\n";

echo "<tr id='titlerow' style='display:none;'><th>{$strTitle}</th>";

echo "<td><input class='required' type='text' name='kbtitle' id='kbtitle' ";

echo "size='30' value='{$incident_title}' disabled='disabled' /> ";

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

echo "<tr id='distributionrow' style='display:none;'><th>{$strDistribution}</th>";

echo "<td>";

echo "<select name='distribution'> ";

echo "<option value='public' selected='selected'>{$strPublic}</option>";

echo "<option value='private' style='color: blue;'>{$strPrivate}</option>";

echo "<option value='restricted' style='color: red;'>{$strRestricted}</option>";

echo "</select> ";

echo help_link('KBDistribution');

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

echo "<tr><th>&nbsp;</th><td>";

echo "<span id='helptext'>{$strEnterDetailsAboutIncidentToBeStoredInLog}";

echo "{$strSummaryOfProblemAndResolution}<br /><strong>{$strFinalUpdate}</strong>:</span></td></tr>\n";

echo "<tr><th>{$strSummary}<br /><span class='required'>{$strRequired}\n";

echo "</span><br />";

echo "<input type='checkbox' name='incsummary' onclick=\"if (this.checked) {document.closeform.summary.disabled = false; ";

echo "document.closeform.summary.style.display='';} else { saveValue=document.closeform.summary.value; ";

echo "document.closeform.summary.disabled = true; document.closeform.summary.style.display='none';}\" checked='checked' disabled='disabled' /></th>";

echo "<td>{$strSummaryOfProblem}<br />\n";

echo "<textarea class='required' id='summary' name='summary' cols='40' rows='8' onfocus=\"if (this.enabled) { this.value = saveValue; ";

echo "setTimeout('document.articlform.summary.blur()',1); } else saveValue=this.value;\">";

// style="display: none;"

$sql = "SELECT * FROM `{$dbUpdates}` WHERE incidentid='{$id}' AND type='probdef' ORDER BY timestamp ASC";

$result = mysql_query($sql);

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

while ($row = mysql_fetch_object($result))

{

$bodytext = str_replace("<hr>", "", $row->bodytext);

echo $bodytext;

echo "\n\n";

}

echo "</textarea>\n";

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

echo "<tr id='symptomsrow' style='display:none;'><th><label>{$strSymptoms}<br /><input type='checkbox' name='incsymptoms' onclick=\"if (this.checked) {document.closeform.symptoms.disabled = false; document.closeform.symptoms.style.display=''} else { saveValue=document.closeform.symptoms.value; document.closeform.symptoms.disabled = true; document.closeform.symptoms.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='symptoms' name='symptoms' cols='40' style='display: none;' rows='8' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.symptoms.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr id='causerow' style='display:none;'><th><label>{$strCause}<br /><input type='checkbox' name='inccause' onclick=\"if (this.checked) {document.closeform.cause.disabled = false; document.closeform.cause.style.display=''} else { saveValue=document.closeform.cause.value; document.closeform.cause.disabled = true; document.closeform.cause.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='cause' name='cause' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.cause.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr id='questionrow' style='display:none;'><th><label>{$strQuestion}<br /><input type='checkbox' name='incquestion' onclick=\"if (this.checked) {document.closeform.question.disabled = false; document.closeform.question.style.display=''} else { saveValue=document.closeform.question.value; document.closeform.question.disabled = true; document.closeform.question.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='question' name='question' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.question.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr id='answerrow' style='display:none;'><th><label>{$strAnswer}<br /><input type='checkbox' name='incanswer' onclick=\"if (this.checked) {document.closeform.answer.disabled = false; document.closeform.answer.style.display=''} else { saveValue=document.closeform.answer.value; document.closeform.answer.disabled = true; document.closeform.answer.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='answer' name='answer' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.answer.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr><th><label>{$strSolution}</label>";

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

echo "<input type='checkbox' name='incsolution' onclick=\"if (this.checked) {document.closeform.solution.disabled = false; document.closeform.solution.style.display=''} else { saveValue=document.closeform.solution.value; document.closeform.solution.disabled = true; document.closeform.solution.style.display='none'}\" checked='checked' disabled='disabled' /></th>";

echo "<td><textarea id='solution' name='solution' cols='40' rows='8' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articleform.solution.blur()',1); } else saveValue=this.value;\">";

$sql = "SELECT * FROM `{$dbUpdates}` WHERE incidentid='{$id}' AND (type='solution' OR type='actionplan') ORDER BY timestamp DESC";

$result = mysql_query($sql);

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

while ($row = mysql_fetch_object($result))

{

$bodytext = str_replace("<hr>", "", $row->bodytext);

echo trim($bodytext);

echo "\n\n";

}

echo "</textarea>\n";

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

echo "<tr id='workaroundrow' style='display:none;'><th><label>{$strWorkaround}<br /><input type='checkbox' name='incworkaround' onclick=\"if (this.checked) {document.closeform.workaround.disabled = false; document.closeform.workaround.style.display=''} else { saveValue=document.closeform.workaround.value; document.closeform.workaround.disabled = true; document.closeform.workaround.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='workaround' name='workaround' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.workaround.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr id='statusrow' style='display:none;'><th><label>{$strStatus}<br /><input type='checkbox' name='incstatus' onclick=\"if (this.checked) {document.closeform.status.disabled = false; document.closeform.status.style.display=''} else { saveValue=document.closeform.status.value; document.closeform.status.disabled = true; document.closeform.status.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='status' name='status' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.status.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr id='inforow' style='display:none;'><th><label>{$strAdditionalInfo}<br /><input type='checkbox' name='incadditional' onclick=\"if (this.checked) {document.closeform.additional.disabled = false; document.closeform.additional.style.display=''} else { saveValue=document.closeform.additional.value; document.closeform.additional.disabled = true; document.closeform.additional.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='additional' name='additional' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.additional.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr id='referencesrow' style='display:none;'><th><label>{$strReferences}<br /><input type='checkbox' name='increferences' onclick=\"if (this.checked) {document.closeform.references.disabled = false; document.closeform.references.style.display=''} else { saveValue=document.closeform.references.value; document.closeform.references.disabled = true; document.closeform.references.style.display='none'}\" disabled='disabled' /></label></th>";

echo "<td><textarea id='references' name='references' cols='40' rows='8' style='display: none;' onfocus=\"if (this.enabled) { this.value = saveValue; setTimeout('document.articlform.references.blur()',1); } else saveValue=this.value;\"></textarea></td></tr>";

echo "<tr><th>{$strClosingStatus}</th><td>";

echo closingstatus_drop_down("closingstatus", 0, TRUE);

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

echo "<tr><th>".sprintf($strInformX, $strCustomer)."</th>";

echo "<td>{$strSendEmailExplainingIncidentClosure}<br />";

echo "<label><input name='send_email' checked='checked' type='radio' value='no' />{$strNo}</label> ";

echo "<input name='send_email' type='radio' value='yes' />{$strYes}</td></tr>\n";

$externalemail = incident_externalemail($id);

if ($externalemail)

{

echo "<tr><th>".sprintf($strInformX, $strExternalEngineer).":<br />";

printf($strSendEmailExternalIncidentClosure, "<em>{$externalemail}</em>");

echo "</th>";

echo "<td class='shade2'><label><input name='send_engineer_email' type='radio' value='no' />{$strNo}</label> ";

echo "<label><input name='send_engineer_email' type='radio' value='yes' checked='checked' />{$strYes}</label></td></tr>\n";

}

echo "</table>\n";

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

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

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

echo "<input type='hidden' name='process' value='closeincident' />";

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

echo "</form>";

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

}

else

{

// External variables

$closingstatus = cleanvar($_POST['closingstatus']);

$summary = cleanvar($_POST['summary']);

$id = cleanvar($_POST['id']);

$distribution = cleanvar($_POST['distribution']);

$solution = cleanvar($_POST['solution']);

$kbarticle = cleanvar($_POST['kbarticle']);

$kbtitle = cleanvar($_POST['kbtitle']);

$symptoms = cleanvar($_POST['symptoms']);

$cause = cleanvar($_POST['cause']);

$question = cleanvar($_POST['question']);

$answer = cleanvar($_POST['answer']);

$workaround = cleanvar($_POST['workaround']);

$status = cleanvar($_POST['status']);

$additional = cleanvar($_POST['additional']);

$references = cleanvar($_POST['references']);

$wait = cleanvar($_POST['wait']);

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

$send_engineer_email = cleanvar($_POST['send_engineer_email']);

// Close the incident

$errors = 0;

echo "<script src='{$CONFIG['application_webpath']}scripts/webtrack.js' type='text/javascript'></script>\n";

// check for blank closing status field

if ($closingstatus == 0)

{

$errors = 1;

$error_string = user_alert(sprintf($strFieldMustNotBeBlank, "'{$strClosingStatus}'"), E_USER_ERROR);

}

if ($_REQUEST['summary'] == '' && $_REQUEST['solution'] == '')

{

$errors = 1;

$error_string = user_alert(sprintf($strFieldMustNotBeBlank, "'{$strSummary}' / '$strSolution'"), E_USER_ERROR);

}

plugin_do('pre_incident_closing');

if ($errors == 0)

{

$addition_errors = 0;

// update incident

if ($wait == 'yes')

{

// mark incident as awaiting closure

$sql = "SELECT params FROM `{$dbScheduler}` WHERE action = 'CloseIncidents' LIMIT 1";

$result = mysql_query($sql);

if (mysql_error())

{

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

$closure_delay = 554400;

}

else

{

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

}

$timeofnextaction = $now + $closure_delay;

$sql = "UPDATE `{$dbIncidents}` SET status='7', lastupdated='{$now}', timeofnextaction='{$timeofnextaction}' WHERE id='{$id}'";

$result = mysql_query($sql);

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

}

else

{

$bill = close_billable_incident($id);

if (!$bill)

{

$addition_errors = 1;

$addition_errors_string .= "<p class='error'>{$strBilling}: {$strAdditionFail}</p>\n";

}

else

{

// mark incident as closed

$sql = "UPDATE `{$dbIncidents}` SET status='2', closingstatus='{$closingstatus}', lastupdated='{$now}', closed='{$now}' WHERE id='{$id}'";

$result = mysql_query($sql);

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

}

}

if (!$result)

{

$addition_errors = 1;

$addition_errors_string .= "<p class='error'>{$strIncident}: {$strUpdateFailed}</p>\n";

}

// add update(s)

if ($addition_errors == 0)

{

$sql = "SELECT owner, status ";

$sql .= "FROM `{$dbIncidents}` WHERE id = {$id}";

$result = mysql_query($sql);

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

$currentowner = $sit[2];

$currentstatus = 1;

if (mysql_num_rows($result) > 0)

{

list($currentowner, $currentstatus) = mysql_fetch_row($result);

}

if (strlen($_REQUEST['summary']) > 3)

{

// Problem Definition

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp, customervisibility) ";

$sql .= "VALUES ('$id', '$sit[2]', 'probdef', '{$currentowner}', '{$currentstatus}', '$summary', '$now', 'hide')";

$result = mysql_query($sql);

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

}

if (strlen($_REQUEST['solution']) > 3)

{

// Final Solution

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp, customervisibility) ";

$sql .= "VALUES ('$id', '$sit[2]', 'solution', '{$currentowner}', '{$currentstatus}', '$solution', '$now', 'hide')";

$result = mysql_query($sql);

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

}

// Meet service level 'solution'

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";

// $sql .= "VALUES ('$id', '{$sit[2]}', '{$now}', '{$currentstatus}', 'slamet', '$now', '{$sit[2]}', 'show', 'solution')";

$sql .= "VALUES ('{$id}', '{$sit[2]}', 'slamet', '{$now}', '{$currentowner}', '{$currentstatus}', 'show', 'solution', '')";

$result = mysql_query($sql);

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

//

if ($wait == 'yes')

{

// Update - mark for closure

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp) ";

$sql .= "VALUES ('$id', '{$sit[2]}', 'closing', '{$currentowner}', '{$currentstatus}', '{$_SESSION['syslang']['strMarkedforclosure']}', '$now')";

$result = mysql_query($sql);

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

}

else

{

// Update - close immediately

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp) ";

$sql .= "VALUES ('$id', '{$sit[2]}', 'closing', '{$currentowner}', '{$currentstatus}', '{$_SESSION['syslang']['strIncidentClosed']}', '$now')";

$result = mysql_query($sql);

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

}

if (!$result)

{

$addition_errors = 1;

$addition_errors_string .= "<p class='error'>{$strUpdateIncidentFailed}</p>\n";

}

//notify related inicdents this has been closed

$sql = "SELECT distinct (relatedid) AS relateid FROM `{$dbRelatedIncidents}` AS r, `{$dbIncidents}` AS i WHERE incidentid = '$id' ";

$sql .= "AND i.id = r.relatedid AND i.status != ".STATUS_CLOSED." AND i.status != ".STATUS_CLOSING;

$result = mysql_query($sql);

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

$relatedincidents;

while ($a = mysql_fetch_object($result))

{

$relatedincidents[] = $a->relateid;

}

$sql = "SELECT distinct (incidentid) AS relateid FROM `{$dbRelatedIncidents}` AS r, `{$dbIncidents}` AS i WHERE relatedid = '$id' ";

$sql .= "AND i.id = r.incidentid AND i.status != ".STATUS_CLOSED." AND i.status != ".STATUS_CLOSING;

$result = mysql_query($sql);

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

while ($a = mysql_fetch_object($result))

{

$relatedincidents[] = $a->relateid;

}

if (is_array($relatedincidents))

{

$uniquearray = array_unique($relatedincidents);

foreach ($uniquearray AS $relatedid)

{

//dont care if I'm related to myself

if ($relatedid != $id)

{

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner,currentstatus, bodytext, timestamp) ";

$sql .= "VALUES ('$relatedid', '{$sit[2]}', 'research', '{$currentowner}', '{$currentstatus}', 'New Status: [b]Active[/b]<hr>\nRelated incident [$id] has been closed', '$now')";

$result = mysql_query($sql);

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

$sql = "UPDATE `{$dbIncidents}` SET status = ".STATUS_ACTIVE.", lastupdated = '{$now}', timeofnextaction = '0' ";

$sql .= "WHERE id = '{$relatedid}' ";

$result = mysql_query($sql);

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

}

}

}

//tidy up temp reassigns

$sql = "DELETE FROM `{$dbTempAssigns}` WHERE incidentid = '$id'";

$result = mysql_query($sql);

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

}

$bodytext = "{$SYSLANG['strClosingStatus']}: <b>" . closingstatus_name($closingstatus) . "</b>\n\n" . $bodytext;

if ($addition_errors == 0)

{ //maintenceid

$send_feedback = send_feedback(db_read_column('maintenanceid', $dbIncidents, $id));

if ($CONFIG['feedback_form'] != '' AND $CONFIG['feedback_form'] > 0 AND $send_feedback == TRUE)

{

create_incident_feedback($CONFIG['feedback_form'], $id);

}

$notifyexternal = $notifycontact = $awaitingclosure = 0;

if ($send_engineer_email == 'yes')

{

$notifyexternal = 1;

}

if ($send_email == 'yes')

{

$notifycontact = 1;

if ($wait=='yes')

{

$awaitingclosure = 1;

}

else

{

$awaitingclosure = 0;

}

}

trigger('TRIGGER_INCIDENT_CLOSED', array('incidentid' => $incidentid,

'userid' => $sit[2],

'notifyexternal' => $notifyexternal,

'notifycontact' => $notifycontact,

'awaitingclosure' => $awaitingclosure

));

// Tidy up drafts i.e. delete

$draft_sql = "DELETE FROM `{$dbDrafts}` WHERE incidentid = {$id}";

mysql_query($draft_sql);

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

// Check for knowledge base stuff, prior to confirming:

if ($_REQUEST['kbarticle'] == 'yes')

{

$sql = "INSERT INTO `{$dbKBArticles}` (doctype, title, distribution, author, published, keywords) VALUES ";

$sql .= "('1', ";

$sql .= "'{$kbtitle}', ";

$sql .= "'{$distribution}', ";

$sql .= "'".mysql_real_escape_string($sit[2])."', ";

$sql .= "'".date('Y-m-d H:i:s', mktime(date('H'),date('i'),date('s'),date('m'),date('d'),date('Y')))."', ";

$sql .= "'[$id]') ";

mysql_query($sql);

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

$docid = mysql_insert_id();

// Update the incident to say that a KB article was created, with the KB Article number

$update = "<b>{$_SESSION['syslang']['strKnowledgeBaseArticleCreated']}: {$CONFIG['kb_id_prefix']}".leading_zero(4,$docid);

$sql = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, bodytext, timestamp) ";

$sql .= "VALUES ('$id', '$sit[2]', 'default', '$update', '$now')";

$result = mysql_query($sql);

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

// Get softwareid from Incident record

$sql = "SELECT softwareid FROM `{$dbIncidents}` WHERE id='$id'";

$result=mysql_query($sql);

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

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

if (!empty($_POST['summary'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Summary', '1', '{$summary}', 'public') ";

if (!empty($_POST['symptoms'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Symptoms', '1', '{$symptoms}', 'public') ";

if (!empty($_POST['cause'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Cause', '1', '{$cause}', 'public') ";

if (!empty($_POST['question'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Question', '1', '{$question}', 'public') ";

if (!empty($_POST['answer'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Answer', '1', '{$answer}', 'public') ";

if (!empty($_POST['solution'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Solution', '1', '{$solution}', 'public') ";

if (!empty($_POST['workaround'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Workaround', '1', '{$workaround}', 'public') ";

if (!empty($_POST['status'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Status', '1', '{$status}', 'public') ";

if (!empty($_POST['additional'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Additional Information', '1', '{$additional}', 'public') ";

if (!empty($_POST['references'])) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'References', '1', '{$references}', 'public') ";

if (count($query) < 1) $query[] = "INSERT INTO `{$dbKBContent}` (docid, ownerid, headerstyle, header, contenttype, content, distribution) VALUES ('$docid', '".mysql_real_escape_string($sit[2])."', 'h1', 'Summary', '1', 'Enter details here...', 'restricted') ";

foreach ($query AS $sql)

{

mysql_query($sql);

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

}

// Add Software Record

if ($softwareid > 0)

{

$sql = "INSERT INTO `{$dbKBSoftware}` (docid,softwareid) VALUES ('{$docid}', '{$softwareid}')";

mysql_query($sql);

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

journal(CFG_LOGGING_NORMAL, 'KB Article Added', "KB Article {$docid} was added", CFG_JOURNAL_KB, $docid);

}

//html_redirect("incident_details.php?id={$id}", TRUE, "Knowledge Base Article {$CONFIG['kb_id_prefix']}{$docid} created");

plugin_do('incident_closing');

echo "<html>";

echo "<head></head>";

echo "<body onload=\"close_page_redirect('incident_details.php?id={$id}');\">";

echo "</body>";

echo "</html>";

}

else

{

plugin_do('incident_closing');

echo "<html>";

echo "<head></head>";

echo "<body onload=\"close_page_redirect('incident_details.php?id={$id}');\">";

echo "</body>";

echo "</html>";

}

}

else

{

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

echo $addition_errors_string;

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

}

}

else

{

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

echo $error_string;

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

}

}

?>