}
</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&";
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";
/**
* Creates a blank feedback form response
* @param $formid int The feedback form to use
* @param $incidentid int The incident to generate the form for
* @return int The form ID
*/
function create_incident_feedback($formid, $incidentid)
{
global $dbFeedbackRespondents;
$contactid = incident_contact($incidentid);
$email = contact_email($contactid);
$sql = "INSERT INTO `{$dbFeedbackRespondents}` (formid, contactid, email, incidentid) VALUES (";
$sql .= "'" . mysql_real_escape_string($formid) . "', ";
$sql .= "'" . mysql_real_escape_string($contactid) . "', ";
$sql .= "'" . mysql_real_escape_string($email) . "', ";
$sql .= "'" . mysql_real_escape_string($incidentid) . "') ";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Error: " . mysql_error(), E_USER_ERROR);
}
$blankformid = mysql_insert_id();
return $blankformid;
}
// 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}', '0', 'reviewmet', '{$now}', '0', '1', 'hide', 'opened','')";
mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
}
trigger('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => 1));
if ($CONFIG['auto_assign_incidents']) {
$suggest_user = suggest_reassign_userid($incidentid);
if ($suggest_user > 0) {
reassign_incident($incidentid, $suggest_user);
}
}
$_SESSION['formdata']['portaladdincident'] = NULL;
$_SESSION['formerrors']['portaladdincident'] = NULL;
html_redirect("index.php", TRUE, $strIncidentAdded);
} else {
$contact_id = intval($_SESSION['contactid']);
$contact_name = contact_realname($_SESSION['contactid']);
$contact_email = contact_email($_SESSION['contactid']);
create_temp_incoming($update_id, $contact_name, $incidenttitle, $contact_email, $_SESSION['contactid']);
$_SESSION['formdata']['portaladdincident'] = NULL;
$_SESSION['formerrors']['portaladdincident'] = NULL;
html_redirect("index.php", TRUE, $strRequestSent);
}
exit;
} else {
html_redirect("{$_SERVER['PHP_SELF']}?contractid={$contractid}", FALSE);
}
}
/**
* @author Tom Gerrard
*/
function generate_row($update)
{
global $CONFIG, $sit;
if (empty($update['fromaddr']) and !empty($update['from'])) {
$update['fromaddr'] = $update['from'];
}
$update['fromaddr'] = strtolower($update['fromaddr']);
if (strlen($update['bodytext']) > 1003) {
$updatebodytext = substr($update['bodytext'], 0, 1000) . '…';
} else {
$updatebodytext = $update['bodytext'];
}
$search = array('<b>', '</b>', '<i>', '</i>', '<u>', '</u>', '<', '>');
$replace = '';
$updatebodytext = htmlspecialchars(str_replace($search, $replace, $updatebodytext));
if ($updatebodytext == '') {
$updatebodytext = ' ';
}
$shade = 'shade1';
if ($update['contactid'] != 0) {
$shade = 'idle';
} else {
if (!empty($update['fromaddr'])) {
// Have a look if we've got a user with this email address
$sql = "SELECT COUNT(id) FROM `{$GLOBALS['dbUsers']}` WHERE email LIKE '%{$update['fromaddr']}%'";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error(mysql_error(), E_USER_WARNING);
}
list($contactmatches) = mysql_fetch_row($result);
if ($contactmatches > 0) {
$shade = 'notice';
}
}
}
$pluginshade = plugin_do('holdingqueue_rowshade', $update);
$shade = $pluginshade ? $pluginshade : $shade;
$html_row = "<tr class='{$shade}'>";
$html_row .= "<td style='text-align: center'>";
if ($update['locked'] == $sit[2] or empty($update['locked'])) {
$html_row .= "<input type='checkbox' name='selected[]' value='" . $update['updateid'] . "' />";
}
$html_row .= "</td>";
$html_row .= "<td align='center' width='20%'>" . date($CONFIG['dateformat_datetime'], $update['timestamp']) . '</td>';
$html_row .= "<td width='20%'>";
if (!empty($update['contactid']) and $update['fromaddr'] == contact_email($update['contactid'])) {
$html_row .= gravatar($update['fromaddr'], 16) . ' ';
$contact_realname = contact_realname($update['contactid']);
$html_row .= "<a href='contact_details.php?id={$update['contactid']}' class='info'>";
$html_row .= "{$contact_realname}<span>" . htmlentities($update['fromaddr'], ENT_QUOTES, $GLOBALS['i18ncharset']) . "</span></a>";
$html_row .= " of " . contact_site($update['contactid']);
if ($update['emailfrom'] != $contact_realname) {
$html_row .= "<br />\n";
$html_row .= htmlentities($update['emailfrom'], ENT_QUOTES, $GLOBALS['i18ncharset']);
}
} else {
$html_row .= gravatar($update['fromaddr'], 16) . ' ';
$html_row .= "<a href=\"mailto:{$update['fromaddr']}\">{$update['fromaddr']}</a><br />\n";
$html_row .= htmlentities($update['emailfrom'], ENT_QUOTES, $GLOBALS['i18ncharset']);
}
$html_row .= "</td>";
$html_row .= "<td width='20%'><a href=\"javascript:incident_details_window('{$update['tempid']}','incomingview');\" id='update{$update['id']}' class='info'>";
// $html_row.="<td width='20%'><a href=\"javascript:void(0);\" id='update{$update['id']}' class='info' style='cursor:help;'>";
if (empty($update['subject'])) {
$update['subject'] = $GLOBALS['strUntitled'];
}
$html_row .= htmlentities($update['subject'], ENT_QUOTES, $GLOBALS['i18ncharset']);
$html_row .= '<span>' . parse_updatebody($updatebodytext) . '</span></a></td>';
$span = sprintf($GLOBALS['strByX'], user_realname($update['reason_user'])) . "<br />";
$span .= sprintf($GLOBALS['strOnxAtY'], ldate($CONFIG['dateformat_date'], mysql2date($update['reason_time'])), ldate($CONFIG['dateformat_time'], mysql2date($update['reason_time'])));
$html_row .= "<td align='center' width='20%'><a class='info'>{$update['reason']}<span>{$span}</span></a></td>";
$html_row .= "<td align='center' width='20%'>";
if ($update['locked'] != $sit[2] && $update['locked'] > 0) {
$html_row .= sprintf($strLockedByX, user_realname($update['locked'], TRUE));
} else {
if ($update['locked'] == $sit[2]) {
$html_row .= "<a href='{$_SERVER['PHP_SELF']}?unlock={$update['tempid']}'";
$html_row .= " title='{$strUnlockThisToBeModifiedByOther}'> {$GLOBALS['strUnlock']}</a> | ";
} else {
$html_row .= "<a href=\"javascript:incident_details_window('{$update['tempid']}'";
$html_row .= ",'incomingview');\" id='update{$update['id']}' class='info'";
$html_row .= " title='View and lock this held e-mail'>{$GLOBALS['strView']}</a> | ";
}
if ($update['reason_id'] == 2) {
$html_row .= "<a href='incident_reopen.php?id={$update['incident_id']}&updateid={$update['updateid']}'>{$GLOBALS['strReopen']}</a> | ";
}
$html_row .= "<a href='delete_update.php?updateid=" . $update['id'] . "&tempid=" . $update['tempid'] . "&timestamp=" . $update['timestamp'] . "' title='{$strRemoveThisPermanently}' onclick=\"return confirm_action('{$GLOBALS['strAreYouSureDelete']}');\"> {$GLOBALS['strDelete']}</a>";
}
$html_row .= "</td></tr>\n";
return $html_row;
}
