Esempio n. 1
0
/**
    * Create an array containing the service level history
    * @author Ivan Lucas, Tom Gerrard
    * @returns array
*/
function incident_sla_history($incidentid)
{
    global $CONFIG, $dbIncidents, $dbServiceLevels, $dbUpdates;
    $working_day_mins = ($CONFIG['end_working_day'] - $CONFIG['start_working_day']) / 60;
    // Not the most efficient but..
    $sql = "SELECT * FROM `{$dbIncidents}` WHERE id='{$incidentid}'";
    $result = mysql_query($sql);
    if (mysql_error()) {
        trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
    }
    $incident = mysql_fetch_object($result);
    // Get service levels
    $sql = "SELECT * FROM `{$dbServiceLevels}` WHERE tag='{$incident->servicelevel}' AND priority='{$incident->priority}' ";
    $result = mysql_query($sql);
    if (mysql_error()) {
        trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
    }
    $level = mysql_fetch_object($result);
    // Loop through the updates in ascending order looking for service level events
    $sql = "SELECT * FROM `{$dbUpdates}` WHERE type='slamet' AND incidentid='{$incidentid}' ORDER BY id ASC, timestamp ASC";
    $result = mysql_query($sql);
    if (mysql_error()) {
        trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
    }
    $prevtime = 0;
    $idx = 0;
    while ($history = mysql_fetch_object($result)) {
        $slahistory[$idx]['targetsla'] = $history->sla;
        switch ($history->sla) {
            case 'initialresponse':
                $slahistory[$idx]['targettime'] = $level->initial_response_mins;
                break;
            case 'probdef':
                $slahistory[$idx]['targettime'] = $level->prob_determ_mins;
                break;
            case 'actionplan':
                $slahistory[$idx]['targettime'] = $level->action_plan_mins;
                break;
            case 'solution':
                $slahistory[$idx]['targettime'] = $level->resolution_days * $working_day_mins;
                break;
            default:
                $slahistory[$idx]['targettime'] = 0;
        }
        if ($prevtime > 0) {
            $slahistory[$idx]['actualtime'] = calculate_incident_working_time($incidentid, $prevtime, $history->timestamp);
        } else {
            $slahistory[$idx]['actualtime'] = 0;
        }
        $slahistory[$idx]['timestamp'] = $history->timestamp;
        $slahistory[$idx]['userid'] = $history->userid;
        if ($slahistory[$idx]['actualtime'] <= $slahistory[$idx]['targettime']) {
            $slahistory[$idx]['targetmet'] = TRUE;
        } else {
            $slahistory[$idx]['targetmet'] = FALSE;
        }
        $prevtime = $history->timestamp;
        $idx++;
    }
    // Get next target, but only if incident is still open
    if ($incident->status != 2 and $incident->status != 7) {
        $target = incident_get_next_target($incidentid);
        $slahistory[$idx]['targetsla'] = $target->type;
        switch ($target->type) {
            case 'initialresponse':
                $slahistory[$idx]['targettime'] = $level->initial_response_mins;
                break;
            case 'probdef':
                $slahistory[$idx]['targettime'] = $level->prob_determ_mins;
                break;
            case 'actionplan':
                $slahistory[$idx]['targettime'] = $level->action_plan_mins;
                break;
            case 'solution':
                $slahistory[$idx]['targettime'] = $level->resolution_days * $working_day_mins;
                break;
            default:
                $slahistory[$idx]['targettime'] = 0;
        }
        $slahistory[$idx]['actualtime'] = $target->since;
        if ($slahistory[$idx]['actualtime'] <= $slahistory[$idx]['targettime']) {
            $slahistory[$idx]['targetmet'] = TRUE;
        } else {
            $slahistory[$idx]['targetmet'] = FALSE;
        }
        $slahistory[$idx]['timestamp'] = 0;
    }
    return $slahistory;
}
Esempio n. 2
0
/**
    * Returns number of closed incidents that were opened within the period giving
    * the average duration in minutes and the average worked time in minutes
    * @author Ivan Lucas
*/
function average_incident_duration($start, $end, $states)
{
    global $dbIncidents;
    $sql = "SELECT opened, closed, (closed - opened) AS duration_closed, i.id AS incidentid ";
    $sql .= "FROM `{$dbIncidents}` AS i ";
    $sql .= "WHERE status='2' ";
    if ($start > 0) {
        $sql .= "AND opened >= {$start} ";
    }
    if ($end > 0) {
        $sql .= "AND opened <= {$end} ";
    }
    $result = mysql_query($sql);
    if (mysql_error()) {
        trigger_error(mysql_error(), E_USER_WARNING);
    }
    $totalduration = 0;
    $totalworkingduration = 0;
    $countclosed = 0;
    $total_unique_owners = 0;
    while ($row = mysql_fetch_object($result)) {
        $working_time = calculate_incident_working_time($row->incidentid, $row->opened, $row->closed, $states);
        if ($row->duration_closed > 0) {
            $totalduration = $totalduration + $row->duration_closed;
            $totalworkingduration += $working_time;
            $cio = count_incident_stats($row->incidentid);
            $total_unique_owners += $cio[0];
            $total_updates += $cio[1];
            $countclosed++;
        }
    }
    $total_number_updates = number_format($countclosed == 0 ? 0 : $total_updates / $countclosed, 1);
    $average_owners = number_format($countclosed == 0 ? 0 : $total_unique_owners / $countclosed, 1);
    $average_incident_duration = $countclosed == 0 ? 0 : $totalduration / $countclosed / 60;
    $average_worked_minutes = $countclosed == 0 ? 0 : $totalworkingduration / $countclosed;
    return array($countclosed, $average_incident_duration, $average_worked_minutes, $average_owners, $total_updates, $total_number_updates);
}
Esempio n. 3
0
function incident_get_next_target($incidentid)
{
    global $now;
    // Find the most recent SLA target that was met
    $sql = "SELECT sla,timestamp FROM `{$GLOBALS['dbUpdates']}` WHERE incidentid='{$incidentid}' AND type='slamet' ORDER BY id DESC LIMIT 1";
    $result = mysql_query($sql);
    if (mysql_error()) {
        trigger_error(mysql_error(), E_USER_WARNING);
    }
    $target = '';
    if (mysql_num_rows($result) > 0) {
        $upd = mysql_fetch_object($result);
        switch ($upd->sla) {
            case 'opened':
                $target->type = 'initialresponse';
                break;
            case 'initialresponse':
                $target->type = 'probdef';
                break;
            case 'probdef':
                $target->type = 'actionplan';
                break;
            case 'actionplan':
                $target->type = 'solution';
                break;
            case 'solution':
                $target->type = '';
                break;
                //case 'solution': $target->type = 'probdef'; break;
            //case 'solution': $target->type = 'probdef'; break;
            case 'closed':
                $target->type = 'opened';
                break;
        }
        $target->since = calculate_incident_working_time($incidentid, $upd->timestamp, $now);
    } else {
        $target->type = 'regularcontact';
        $target->since = 0;
    }
    return $target;
}
Esempio n. 4
0
/** Calculate SLA times
    * @author Tom Gerrard
    * @note Moved from htdocs/auto/timecalc.php by INL for 3.40 release
**/
function saction_TimeCalc()
{
    global $now;
    global $dbIncidents, $dbServiceLevels, $dbMaintenance, $dbUpdates;
    global $GLOBALS, $CONFIG;
    $success = TRUE;
    // FIXME this should only run INSIDE the working day
    // FIXME ? this will not update the database fully if two SLAs have been met since last run - does it matter ?
    if ($CONFIG['debug']) {
        //debug_log("Calculating SLA times");
        $sql = "SELECT id, title, maintenanceid, priority, slaemail, slanotice, servicelevel, status, owner ";
    }
    $sql .= "FROM `{$dbIncidents}` WHERE status != " . STATUS_CLOSED . " AND status != " . STATUS_CLOSING;
    $incident_result = mysql_query($sql);
    if (mysql_error()) {
        trigger_error(mysql_error(), E_USER_WARNING);
        $success = FALSE;
    }
    while ($incident = mysql_fetch_array($incident_result)) {
        // Get the service level timings for this class of incident, we may have one
        // from the incident itself, otherwise look at contract type
        if ($incident['servicelevel'] == '') {
            $sql = "SELECT tag FROM `{$dbServiceLevels}` s, `{$dbMaintenance}` m ";
            $sql .= "WHERE m.id = '{$incident['maintenanceid']}' AND s.id = m.servicelevelid";
            $result = mysql_query($sql);
            if (mysql_error()) {
                trigger_error(mysql_error(), E_USER_WARNING);
            }
            $t = mysql_fetch_row($sql);
            $tag = $t[0];
            mysql_free_result($result);
        } else {
            $tag = $incident['servicelevel'];
        }
        if ($CONFIG['debug']) {
            //debug_log($incident['id']." is a $tag incident");
            $newReviewTime = -1;
        }
        $newSlaTime = -1;
        $sql = "SELECT id, type, sla, timestamp, currentstatus FROM `{$dbUpdates}` WHERE incidentid='{$incident['id']}' ";
        $sql .= " AND type = 'slamet' ORDER BY id DESC LIMIT 1";
        $update_result = mysql_query($sql);
        if (mysql_error()) {
            trigger_error(mysql_error(), E_USER_WARNING);
            $success = FALSE;
        }
        if (mysql_num_rows($update_result) != 1) {
            //if ($CONFIG['debug']) //debug_log("Cannot find SLA information for incident ".$incident['id'].", skipping");
        } else {
            $slaInfo = mysql_fetch_array($update_result);
            $newSlaTime = calculate_incident_working_time($incident['id'], $slaInfo['timestamp'], $now);
            if ($CONFIG['debug']) {
                //debug_log("   Last SLA record is ".$slaInfo['sla']." at ".date("jS F Y H:i",$slaInfo['timestamp'])." which is $newSlaTime working minutes ago");
            }
        }
        mysql_free_result($update_result);
        $sql = "SELECT id, type, sla, timestamp, currentstatus, currentowner FROM `{$dbUpdates}` WHERE incidentid='{$incident['id']}' ";
        $sql .= "AND type='reviewmet' ORDER BY id DESC LIMIT 1";
        $update_result = mysql_query($sql);
        if (mysql_error()) {
            trigger_error(mysql_error(), E_USER_WARNING);
            $success = FALSE;
        }
        if (mysql_num_rows($update_result) != 1) {
            //if ($CONFIG['debug']) //debug_log("Cannot find review information for incident ".$incident['id'].", skipping");
        } else {
            $reviewInfo = mysql_fetch_array($update_result);
            $newReviewTime = floor($now - $reviewInfo['timestamp']) / 60;
            if ($CONFIG['debug']) {
                //if ($reviewInfo['currentowner'] != 0) //debug_log("There has been no review on incident {$incident['id']}, which was opened $newReviewTime minutes ago");
            }
            trigger('TRIGGER_INCIDENT_REVIEW_DUE', array('incidentid' => $incident['id'], 'time' => $newReviewTime));
        }
        mysql_free_result($update_result);
        if ($newSlaTime != -1) {
            // Get these time of NEXT SLA requirement in minutes
            $coefficient = 1;
            $NextslaName = $GLOBALS['strSLATarget'];
            switch ($slaInfo['sla']) {
                case 'opened':
                    $slaRequest = 'initial_response_mins';
                    $NextslaName = $GLOBALS['strInitialResponse'];
                    break;
                case 'initialresponse':
                    $slaRequest = 'prob_determ_mins';
                    $NextslaName = $GLOBALS['strProblemDefinition'];
                    break;
                case 'probdef':
                    $slaRequest = 'action_plan_mins';
                    $NextslaName = $GLOBALS['strActionPlan'];
                    break;
                case 'actionplan':
                    $slaRequest = 'resolution_days';
                    $NextslaName = $GLOBALS['strResolutionReprioritisation'];
                    $coefficient = ($CONFIG['end_working_day'] - $CONFIG['start_working_day']) / 60;
                    break;
                case 'solution':
                    $slaRequest = 'initial_response_mins';
                    $NextslaName = $GLOBALS['strInitialResponse'];
                    break;
            }
            // Query the database for the next SLA and review times...
            $sql = "SELECT ({$slaRequest}*{$coefficient}) as 'next_sla_time', review_days ";
            $sql .= "FROM `{$dbServiceLevels}` WHERE tag = '{$tag}' AND priority = '{$incident['priority']}'";
            $result = mysql_query($sql);
            if (mysql_error()) {
                trigger_error(mysql_error(), E_USER_WARNING);
                $success = FALSE;
            }
            $times = mysql_fetch_assoc($result);
            mysql_free_result($result);
            if ($CONFIG['debug']) {
                //debug_log("The next SLA target should be met in ".$times['next_sla_time']." minutes");
                //debug_log("Reviews need to be made every ".($times['review_days']*24*60)." minutes");
            }
            if ($incident['slanotice'] == 0) {
                //reaching SLA
                if ($times['next_sla_time'] > 0) {
                    $reach = $newSlaTime / $times['next_sla_time'];
                } else {
                    $reach = 0;
                }
                if ($reach >= $CONFIG['urgent_threshold'] * 0.01) {
                    $timetil = $times['next_sla_time'] - $newSlaTime;
                    trigger('TRIGGER_INCIDENT_NEARING_SLA', array('incidentid' => $incident['id'], 'nextslatime' => $times['next_sla_time'], 'nextsla' => $NextslaName));
                    $sql = "UPDATE `{$dbIncidents}` SET slanotice='1' WHERE id='{$incident['id']}'";
                    mysql_query($sql);
                    if (mysql_error()) {
                        trigger_error(mysql_error(), E_USER_WARNING);
                    }
                }
            }
        }
    }
    mysql_free_result($incident_result);
    return $success;
}
$sql .= " AND u.currentstatus = is.id ";
$sql .= " ORDER BY timestamp ASC";
$result = mysql_query($sql);
if (mysql_error()) {
    trigger_error(mysql_error(), E_USER_WARNING);
}
if (mysql_num_rows($result) > 0) {
    $updatearray = array();
    $last = -1;
    $laststatus;
    while ($row = mysql_fetch_object($result)) {
        $updatearray[$row->currentstatus]['name'] = $row->name;
        if ($last == -1) {
            $updatearray[$row->currentstatus]['time'] = 0;
        } else {
            $updatearray[$laststatus]['time'] += 60 * calculate_incident_working_time($row->incidentid, $last, $row->timestamp, array(2, 7));
        }
        $laststatus = $row->currentstatus;
        $last = $row->timestamp;
    }
    if ($incident->status == 7 or $incident->status == 2) {
        $end = $incident->closed;
    } else {
        $end = $now;
    }
    $publicholidays = get_public_holidays($incident->opened, $end);
    //calculate the last update
    $updatearray[$laststatus]['time'] += 60 * calculate_working_time($last, time(), $publicholidays);
    echo "<h3>{$strStatusSummary}</h3>";
    if (extension_loaded('gd')) {
        $data = array();