function create_workunit($incident_id, $wu_text, $user, $timeused = 0, $have_cost = 0, $profile = "", $public = 1, $send_email = 1, $work_home = 0, $workflow = false)
{
$fecha = print_mysql_timestamp();
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0, actualizacion = "%s"
WHERE id_incidencia = %d', $fecha, $incident_id);
process_sql($sql);
if (!$workflow) {
incident_tracking($incident_id, INCIDENT_WORKUNIT_ADDED);
}
// Add work unit if enabled
$sql = sprintf('INSERT INTO tworkunit (timestamp, duration, id_user, description, public, work_home)
VALUES ("%s", %.2f, "%s", "%s", %d, %d)', $fecha, $timeused, $user, $wu_text, $public, $work_home);
$id_workunit = process_sql($sql, "insert_id");
$sql = sprintf('INSERT INTO tworkunit_incident (id_incident, id_workunit)
VALUES (%d, %d)', $incident_id, $id_workunit);
$res = process_sql($sql);
if ($res !== false) {
// Email notify to all people involved in this incident
$email_notify = get_db_value("notify_email", "tincidencia", "id_incidencia", $incident_id);
if ($email_notify == 1 and $send_email == 1) {
mail_incident($incident_id, $user, $wu_text, $timeused, 10, $public);
}
} else {
//Delete workunit
$sql = sprintf('DELETE FROM tworkunit WHERE id = %d', $id_workunit);
return false;
}
return $id_workunit;
}
function create_workunit($incident_id, $wu_text, $user, $timeused = 0, $have_cost = 0, $profile = "", $public = 1, $send_email = 1, $work_home = 0, $workflow = false)
{
global $config;
$fecha = print_mysql_timestamp();
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0, actualizacion = "%s"
WHERE id_incidencia = %d', $fecha, $incident_id);
process_sql($sql);
$task_id = get_db_value('id_task', 'tincidencia', 'id_incidencia', $incident_id);
if (!$workflow) {
incident_tracking($incident_id, INCIDENT_WORKUNIT_ADDED);
}
// Add work unit if enabled
$sql = sprintf('INSERT INTO tworkunit (timestamp, duration, id_user, description, public, work_home)
VALUES ("%s", %.2f, "%s", "%s", %d, %d)', $fecha, $timeused, $user, $wu_text, $public, $work_home);
$id_workunit = process_sql($sql, "insert_id");
$sql = sprintf('INSERT INTO tworkunit_incident (id_incident, id_workunit)
VALUES (%d, %d)', $incident_id, $id_workunit);
$res = process_sql($sql);
if ($task_id) {
$sql = sprintf('INSERT INTO tworkunit_task (id_task, id_workunit)
VALUES (%d, %d)', $task_id, $id_workunit);
$res = process_sql($sql);
}
if ($res !== false) {
$email_copy_sql = 'select email_copy from tincidencia where id_incidencia =' . $incident_id . ';';
$email_copy = get_db_sql($email_copy_sql);
if ($send_email == 1) {
if ($email_copy != "") {
mail_incident($incident_id, $user, $wu_text, $timeused, 10, 7);
}
if ($config["email_on_incident_update"] != 2 && $config["email_on_incident_update"] != 4) {
mail_incident($incident_id, $user, $wu_text, $timeused, 10);
}
}
} else {
//Delete workunit
$sql = sprintf('DELETE FROM tworkunit WHERE id = %d', $id_workunit);
return false;
}
return $id_workunit;
}
/* Update inventory objects in incident */
update_incident_inventories($id, get_parameter('inventories'));
$result_msg = '<h3 class="suc">' . __('Successfully created') . ' (id #' . $id . ')</h3>';
$result_msg .= '<h4><a href="index.php?sec=incidents&sec2=operation/incidents/incident_dashboard_detail&id=' . $id . '">' . __('Please click here to continue working with incident #') . $id . "</a></h4>";
//Add traces and statistic information
incidents_set_tracking($id, 'create', $priority, $estado, $resolution, $usuario, $grupo);
audit_db($config["id_user"], $config["REMOTE_ADDR"], "Ticket created", "User " . $config['id_user'] . " created incident #" . $id);
// Create automatically a WU with the editor ?
if ($config["incident_creation_wu"] == 1) {
$wu_text = __("WU automatically created by the editor on the incident creation.");
// Do not send mail in this WU
create_workunit($id, $wu_text, $editor, $config["iwu_defaultime"], 0, "", 1, 0);
}
// Email notify to all people involved in this incident
if ($email_notify) {
mail_incident($id, $usuario, "", 0, 1);
}
//insert data to incident type fields
if ($id_incident_type != 0) {
$sql_label = "SELECT `label` FROM `tincident_type_field` WHERE id_incident_type = {$id_incident_type}";
$labels = get_db_all_rows_sql($sql_label);
if ($labels === false) {
$labels = array();
}
foreach ($labels as $label) {
$id_incident_field = get_db_value_filter('id', 'tincident_type_field', array('id_incident_type' => $id_incident_type, 'label' => $label['label']), 'AND');
$values_insert['id_incident'] = $id;
$values_insert['data'] = get_parameter(base64_encode($label['label']));
//~ $values_insert['data'] = str_replace('
', "",get_parameter (base64_encode($label['label'])));
$values_insert['id_incident_field'] = $id_incident_field;
$id_incident_field = get_db_value('id', 'tincident_type_field', 'id_incident_type', $id_incident_type);
resolution, id_incident_type, sla_disabled, email_copy, epilog)
VALUES ("%s", "%s", "%s", "%s", "%s", %d, %d, %d, "%s",
%d, %d, %d, %d, %d, "%s", "%s")', $timestamp, $timestamp, $title, $description, $id_user_responsible, $estado, $priority, $group_id, $id_creator, $email_notify, $id_task, $resolution, $id_incident_type, $sla_disabled, $email_copy, $epilog);
$id = process_sql($sql, 'insert_id');
if ($id !== false) {
/* Update inventory objects in incident */
update_incident_inventories($id, array($id_inventory));
$result_msg = ui_print_success_message(__('Successfully created') . ' (id #' . $id . ')', '', true);
$result_msg .= '<h4><a href="index.php?sec=incidents&sec2=operation/incidents_simple/incident&id=' . $id . '">' . __('Please click here to continue working with ticket #') . $id . "</a></h4>";
audit_db($config["id_user"], $config["REMOTE_ADDR"], "Ticket created", "User " . $config['id_user'] . " created ticket #" . $id);
incident_tracking($id, INCIDENT_CREATED);
//Add traces and statistic information
incidents_set_tracking($id, 'create', $priority, $estado, $resolution, $id_user_responsible, $group_id);
// Email notify to all people involved in this incident
if ($email_notify) {
mail_incident($id, $id_user_responsible, "", 0, 1);
}
//insert data to incident type fields
if ($id_incident_type > 0) {
$sql_label = "SELECT `label` FROM `tincident_type_field` WHERE id_incident_type = {$id_incident_type}";
$labels = get_db_all_rows_sql($sql_label);
if ($labels === false) {
$labels = array();
}
foreach ($labels as $label) {
$id_incident_field = get_db_value_filter('id', 'tincident_type_field', array('id_incident_type' => $id_incident_type, 'label' => $label['label']), 'AND');
$values_insert['id_incident'] = $id;
$values_insert['data'] = get_parameter(base64_encode($label['label']));
$values_insert['id_incident_field'] = $id_incident_field;
$id_incident_field = get_db_value('id', 'tincident_type_field', 'id_incident_type', $id_incident_type);
process_sql_insert('tincident_field_data', $values_insert);
/**
* Create an incident
* @param $return_type xml or csv
* @param $user user who call function
* @param $params array (title, group, priority, description)
* @return unknown_type
*/
function api_create_incident($return_type, $user, $params)
{
global $config;
$config['id_user'] = $user;
// $id is the user who create the incident
$group = $params[1];
if (!give_acl($user, $group, "IW")) {
audit_db($user, $_SERVER['REMOTE_ADDR'], "ACL Forbidden from API", "User " . $user . " try to create ticket");
exit;
}
$timestamp = print_mysql_timestamp();
// Read input variables
$title = $params[0];
$description = $params[3];
$source = 1;
// User report
$priority = $params[2];
$id_creator = $user;
$id_inventory = $params[4];
$id_incident_type = (int) $params[5];
$email_copy = $params[6];
$owner = $params[7];
$id_parent = $params[8];
$status = $params[9];
$extra_data = $params[10];
$resolution = $params[11];
$extra_data2 = $params[12];
$inicio = $timestamp;
$actualizacion = $timestamp;
// Check if user and title is not empty and user exists
if (empty($title)) {
exit;
}
if ($owner == '') {
$owner = get_db_sql("select id_user_default from tgrupo WHERE id_grupo = {$group}");
}
if ($id_inventory == 0) {
$id_inventory = get_db_sql("select id_inventory_default from tgrupo WHERE id_grupo = {$group}");
}
$timestamp = print_mysql_timestamp();
$check_status = enterprise_hook("incidents_check_allowed_status", array($status, $status, true, true, false));
//incidents_check_allowed_status ($old_status, $new_status, $initial = false, $echo_message = false, $included_status = true)
if ($check_status == ENTERPRISE_NOT_HOOK) {
$check_status = true;
}
if ($status == STATUS_CLOSED) {
$check_resolution = enterprise_hook("incidents_check_allowed_resolution", array($resolution, $status, 0, true));
if ($check_resolution == ENTERPRISE_NOT_HOOK) {
$check_resolution = true;
}
} else {
$check_resolution = true;
$enterprise = enterprise_hook("incidents_check_allowed_resolution", array($resolution, $status, 0, true));
if ($enterprise != ENTERPRISE_NOT_HOOK) {
$resolution = 0;
}
}
if ($id_parent == 0) {
$sql = sprintf('INSERT INTO tincidencia
(inicio, actualizacion, titulo, descripcion,
id_usuario, estado, prioridad,
id_grupo, id_creator,
resolution, email_copy, id_incident_type, extra_data, extra_data2)
VALUES ("%s", "%s", "%s", "%s", "%s", %d, %d, %d, "%s",
%d, "%s", %d, "%s", "%s")', $timestamp, $timestamp, $title, $description, $owner, $status, $priority, $group, $id_creator, $resolution, $email_copy, $id_incident_type, $extra_data, $extra_data2);
} else {
$sql = sprintf('INSERT INTO tincidencia
(inicio, actualizacion, titulo, descripcion,
id_usuario, estado, prioridad,
id_grupo, id_creator,
resolution, email_copy, id_incident_type, id_parent, extra_data, extra_data2)
VALUES ("%s", "%s", "%s", "%s", "%s", %d, %d, %d, "%s",
%d, "%s", %d, %d, "%s", "%s")', $timestamp, $timestamp, $title, $description, $owner, $status, $priority, $group, $id_creator, $resolution, $email_copy, $id_incident_type, $id_parent, $extra_data, $extra_data2);
}
if ($check_status && $check_resolution) {
$id = process_sql($sql, 'insert_id');
} else {
$id = false;
}
if ($id !== false) {
$inventories = array();
$inventories[0] = $id_inventory;
/* Update inventory objects in incident */
update_incident_inventories($id, $inventories);
$result = $id;
audit_db($id_creator, $_SERVER['REMOTE_ADDR'], "Incident created (From API)", "User " . $id_creator . " created ticket #" . $id);
incident_tracking($id, INCIDENT_CREATED);
// Email notify to all people involved in this incident
if ($email_copy != "") {
mail_incident($id, $user, "", 0, 1, 7);
}
if ($config["email_on_incident_update"] != 3 && $config["email_on_incident_update"] != 4) {
mail_incident($id, $user, "", 0, 1);
}
//insert data to incident type fields
if ($id_incident_type != 0) {
$sql_label = "SELECT `label` FROM `tincident_type_field` WHERE id_incident_type = {$id_incident_type}";
$labels = get_db_all_rows_sql($sql_label);
if ($labels === false) {
$labels = array();
}
$num_params = 13;
foreach ($labels as $label) {
$id_incident_field = get_db_value_filter('id', 'tincident_type_field', array('id_incident_type' => $id_incident_type, 'label' => $label['label']), 'AND');
$values_insert['id_incident'] = $id;
$values_insert['data'] = $params[$num_params];
$values_insert['id_incident_field'] = $id_incident_field;
$id_incident_field = get_db_value('id', 'tincident_type_field', 'id_incident_type', $id_incident_type);
process_sql_insert('tincident_field_data', $values_insert);
$num_params++;
}
}
} else {
$result = -1;
}
switch ($return_type) {
case "xml":
echo xml_node($result);
break;
case "csv":
echo $result;
break;
case "int":
return $result;
break;
}
}
"timestamp" => date("Y-m-d")
);
$id_attachment = process_sql_insert("tattachment", $values);
if ($id_attachment) {
incident_tracking ($id, INCIDENT_FILE_ADDED);
// Email notify to all people involved in this incident
// Email in list email-copy
$email_copy_sql = 'select email_copy from tincidencia where id_incidencia ='.$id.';';
$email_copy = get_db_sql($email_copy_sql);
if ($email_copy != "") {
mail_incident ($id, $config['id_user'], 0, 0, 2, 7);
}
if (($config["email_on_incident_update"] != 2) && ($config["email_on_incident_update"] != 4)) {
mail_incident ($id, $config['id_user'], 0, 0, 2);
}
$location = $config["homedir"]."/attachment/".$id_attachment."_".$filename;
if (copy($file_tmp, $location)) {
// Delete temporal file
unlink ($file_tmp);
$result["status"] = true;
$result["id_attachment"] = $id_attachment;
// Adding a WU noticing about this
$link = "<a target=\"_blank\" href=\"operation/common/download_file.php?type=incident&id_attachment=".$id_attachment."\">".$filename."</a>";
$nota = "Automatic WU: Added a file to this issue. Filename uploaded: ". $link;
$timestamp = print_mysql_timestamp();
/**
* Auto close incidents mark as "pending to be deleted" and no activity in X hrs
* Takes no parameters. Checked in the main loop.with the other tasks.
*/
function run_auto_incident_close()
{
global $config;
if (empty($config["auto_incident_close"]) || $config["auto_incident_close"] <= 0) {
return;
}
require_once $config["homedir"] . "/include/functions_incidents.php";
$utimestamp = date("U");
$limit = date("Y-m-d H:i:s", $utimestamp - $config["auto_incident_close"] * 86400);
// For each incident
$incidents = get_db_all_rows_sql("SELECT * FROM tincidencia WHERE estado IN (1,2,3,4,5) AND actualizacion < '{$limit}'");
$mailtext = __("This ticket has been closed automatically by Integria after waiting confirmation to close this ticket for \n") . $config["auto_incident_close"] . " " . __("days");
if ($incidents) {
foreach ($incidents as $incident) {
// Set status to "Closed" (# 7) and solution to 7 (Expired)
process_sql("UPDATE tincidencia SET resolution = 7, estado = 7 WHERE id_incidencia = " . $incident["id_incidencia"]);
// Add workunit
create_workunit($incident["id_incidencia"], $mailtext, $incident["id_usuario"], 0, 0, "", 1);
// Send mail warning about this autoclose
if ($config["email_on_incident_update"] != 2 && $config["email_on_incident_update"] != 4) {
mail_incident($incident["id_incidencia"], $incident["id_usuario"], $mailtext, 0, 10, 1);
}
}
}
}
$email_copy_sql = 'select email_copy from tincidencia where id_incidencia =' . $id_ticket . ';';
$email_copy = get_db_sql($email_copy_sql);
if ($email_copy != "") {
if ($values['estado'] == 7) {
mail_incident($id_ticket, $owner, "", 0, 5, 7);
} else {
mail_incident($id_ticket, $owner, "", 0, 0, 7);
}
}
if ($config["email_on_incident_update"] != 3 && $config["email_on_incident_update"] != 4 && $values['estado'] == 7) {
//add emails only closed
mail_incident($id_ticket, $owner, "", 0, 5);
} else {
if ($config["email_on_incident_update"] == 0) {
//add emails updates
mail_incident($id_ticket, $owner, "", 0, 0);
}
}
if ($old_incident['prioridad'] != $values['prioridad']) {
incident_tracking($id_ticket, INCIDENT_PRIORITY_CHANGED, $values['prioridad']);
}
if ($old_incident['resolution'] != $values['resolution']) {
incident_tracking($id_ticket, INCIDENT_RESOLUTION_CHANGED, $values['resolution']);
}
if ($old_incident['estado'] != $values['estado']) {
if ($values['estado'] == 7) {
$values_close['closed_by'] = $config['id_user'];
$values_close['cierre'] = date('Y:m:d H:i:s');
db_process_sql_update('tincidencia', $values_close, array('id_incidencia' => $id_ticket));
}
incident_tracking($id_ticket, INCIDENT_STATUS_CHANGED, $values['estado']);
/**
* Copy and insert in database a new file into incident
*
* @param int incident id
* @param string file full path
* @param string file description
*
*/
function attach_incident_file($id, $file_temp, $file_description, $email_notify = false, $file_name = "")
{
global $config;
$file_temp = safe_output($file_temp);
// Decoding HTML entities
$filesize = filesize($file_temp);
// In bytes
if ($file_name != "") {
$filename = $file_name;
} else {
$filename = basename($file_temp);
}
$filename = str_replace(array(" ", "(", ")"), "_", $filename);
// Replace blank spaces
$filename = filter_var($filename, FILTER_SANITIZE_URL);
// Replace conflictive characters
$sql = sprintf('INSERT INTO tattachment (id_incidencia, id_usuario,
filename, description, size)
VALUES (%d, "%s", "%s", "%s", %d)', $id, $config['id_user'], $filename, $file_description, $filesize);
$id_attachment = process_sql($sql, 'insert_id');
incident_tracking($id, INCIDENT_FILE_ADDED);
$result_msg = ui_print_success_message(__('File added'), '', true);
// Email notify to all people involved in this incident
if ($email_notify) {
if ($config["email_on_incident_update"] == 1) {
mail_incident($id, $config['id_user'], 0, 0, 2);
}
}
// Copy file to directory and change name
$file_target = $config["homedir"] . "attachment/" . $id_attachment . "_" . $filename;
$copy = copy($file_temp, $file_target);
if (!$copy) {
$result_msg = ui_print_error_message(__('File cannot be saved. Please contact Integria administrator about this error'), '', true);
$sql = sprintf('DELETE FROM tattachment
WHERE id_attachment = %d', $id_attachment);
process_sql($sql);
} else {
// Delete temporal file
unlink($file_temp);
// Adding a WU noticing about this
$link = "<a target='_blank' href='operation/common/download_file.php?type=incident&id_attachment=" . $id_attachment . "'>" . $filename . "</a>";
$note = "Automatic WU: Added a file to this issue. Filename uploaded: " . $link;
$public = 1;
$timeused = 0;
create_workunit($id, $note, $config["id_user"], $timeused, 0, "", $public);
$timestamp = print_mysql_timestamp();
$sql = sprintf('UPDATE tincidencia SET actualizacion = "%s" WHERE id_incidencia = %d', $timestamp, $id);
process_sql($sql);
}
return $result_msg;
}
public function insertIncident($title, $description, $group_id, $id_creator = "", $status = 1, $priority = 2, $resolution = 0, $id_task = 0, $sla_disabled = 0, $id_incident_type = 0, $email_copy = "", $email_notify = -1, $id_parent = 0, $epilog = "")
{
$system = System::getInstance();
if ($id_creator == "") {
$id_creator = $system->getConfig('id_user');
}
if ($email_notify == -1) {
$email_notify = get_db_value("forced_email", "tgrupo", "id_grupo", $group_id);
}
if ($id_parent == 0) {
$idParentValue = 'NULL';
} else {
$idParentValue = sprintf('%d', $id_parent);
}
$user_responsible = get_group_default_user($group_id);
$id_user_responsible = $user_responsible['id_usuario'];
if ($id_user_responsible === false) {
$id_user_responsible = $system->getConfig('id_user');
}
$id_inventory = get_group_default_inventory($group_id, true);
// DONT use MySQL NOW() or UNIXTIME_NOW() because
// Integria can override localtime zone by a user-specified timezone.
$timestamp = print_mysql_timestamp();
$sql = "INSERT INTO tincidencia\n\t\t\t\t(inicio, actualizacion, titulo, descripcion, id_usuario,\n\t\t\t\testado, prioridad, id_grupo, id_creator, notify_email, id_task,\n\t\t\t\tresolution, id_incident_type, sla_disabled, email_copy, epilog)\n\t\t\t\tVALUES ('{$timestamp}', '{$timestamp}', '{$title}', '{$description}',\n\t\t\t\t'{$id_user_responsible}', {$status}, {$priority}, {$group_id}, '{$id_creator}',\n\t\t\t\t{$email_notify}, {$id_task}, {$resolution}, {$id_incident_type}, {$sla_disabled},\n\t\t\t\t'{$email_copy}', '{$epilog}')";
$id_incident = process_sql($sql, 'insert_id');
if ($id_incident !== false) {
if (include_once $system->getConfig('homedir') . "/include/functions_incidents.php") {
/* Update inventory objects in incident */
update_incident_inventories($id_incident, array($id_inventory));
}
audit_db($config["id_user"], $config["REMOTE_ADDR"], "Ticket created", "User " . $config['id_user'] . " created ticket #" . $id_incident);
incident_tracking($id_incident, INCIDENT_CREATED);
// Email notify to all people involved in this incident
if ($email_notify) {
mail_incident($id_incident, $usuario, "", 0, 1);
}
// Insert data of incident type fields
if ($id_incident_type > 0) {
$sql_label = "SELECT `label` FROM `tincident_type_field` WHERE id_incident_type = {$id_incident_type}";
$labels = get_db_all_rows_sql($sql_label);
if ($labels === false) {
$labels = array();
}
foreach ($labels as $label) {
$id_incident_field = get_db_value_filter('id', 'tincident_type_field', array('id_incident_type' => $id_incident_type, 'label' => $label['label']), 'AND');
$values_insert['id_incident'] = $id_incident;
$values_insert['data'] = $system->getRequest(base64_encode($label['label']));
$values_insert['id_incident_field'] = $id_incident_field;
$id_incident_field = get_db_value('id', 'tincident_type_field', 'id_incident_type', $id_incident_type);
process_sql_insert('tincident_field_data', $values_insert);
}
}
return $id_incident;
}
}