<?php

// incident_service_levels.php - Display sla status

//

// 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>

$permission = 6; // View Incidents

require ('core.php');

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

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

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

$id = $incidentid;

$title = $strServiceLevels;

// Retrieve incident

// extract incident details

$sql = "SELECT *, i.id AS incidentid, ";

$sql .= "c.id AS contactid ";

$sql .= "FROM `{$dbIncidents}` AS i, `{$dbContacts}` AS c ";

$sql .= "WHERE (i.id='{$incidentid}' AND i.contact = c.id) ";

$sql .= " OR i.contact=NULL ";

$result = mysql_query($sql);

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

$incident = mysql_fetch_object($result);

$site_name = site_name($incident->siteid);

$product_name = product_name($incident->product);

if ($incident->softwareid > 0) $software_name=software_name($incident->softwareid);

$servicelevel_id = maintenance_servicelevel($incident->maintenanceid);

$servicelevel_tag = $incident->servicelevel;

if ($servicelevel_tag=='') $servicelevel_tag = servicelevel_id2tag(maintenance_servicelevel($incident->maintenanceid));

$servicelevel_name = servicelevel_name($servicelevelid);

$opened_for = format_seconds(time() - $incident->opened);

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

echo "<h2>".icon('sla', 32)." ";

echo "{$strServiceHistory}</h2>";

echo "<p align='center'>{$strServiceLevel}: {$servicelevel_tag}</p>";

// Create an array containing the service level history

$slahistory = incident_sla_history($incidentid);

if (count($slahistory) >= 1)

{

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

echo "<tr><th>{$strEvent}</th><th>{$strUser}</th><th>{$strTarget}</th><th>{$strActual}</th><th>{$strDateAndTime}</th></tr>\n";

foreach ($slahistory AS $history)

{

if ($history['targetmet'] == FALSE) $class='critical';

else $class='shade2';

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

echo "<td>";

echo icon($slatypes[$history['targetsla']]['icon'], 16)." ";

echo target_type_name($history['targetsla'])."</td>";

echo "<td>";

if (!empty($history['userid'])) echo user_realname($history['userid'],TRUE);

echo "</td>";

echo "<td>".format_workday_minutes($history['targettime'])."</td>";

echo "<td>";

if ($history['timestamp'] == 0) echo "<em>";

echo format_workday_minutes($history['actualtime']);

if ($history['timestamp'] == 0) echo "</em>";

echo "</td>";

echo "<td>";

if ($history['timestamp'] > 0) echo ldate($CONFIG['dateformat_datetime'],$history['timestamp']);

echo "</td>";

}

echo "</table>\n";

}

else echo "<p align='center'>{$strNothingToDisplay}.<p>";

//start status summary

$sql = "SELECT u.id AS updatesid, incidentid, userid, type, timestamp, currentstatus, is.id, is.name AS name ";

$sql .= "FROM `{$dbUpdates}` AS u, `{$dbIncidentStatus}` AS `is` ";

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

$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();

$legends;

foreach ($updatearray as $row)

{

array_push($data, $row['time']);

$legends .= $GLOBALS[$row['name']]."|";

}

$data = implode('|',$data);

$title = urlencode($strStatusSummary);

echo "<div style='text-align:center;'>";

echo "<img src='chart.php?type=pie&data=$data&legends=$legends&title=$title&unit=seconds' />";

echo "</div>";

}

else

{

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

echo "<tr><th>{$strStatus}</th><th>{$strTime}</th></tr>\n";

foreach ($updatearray as $row)

{

echo "<tr><td>".$row['name']. "</td><td>".format_seconds($row['time'])."</td></tr>";

}

echo '</table>';

}

}

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

?>