/**
* Calculate the engineer working time between two timestamps for a given incident
i.e. ignore times when customer has action
* @author Ivan Lucas
@param int $incidentid - The incident ID to perform a calculation on
@param int $t1 - UNIX Timestamp. Start of range
@param int $t2 - UNIX Timestamp. End of range
@param array $states (optional) Does not count time when the incident is set to
any of the states in this array. (Default is closed, awaiting closure and awaiting customer action)
*/
function calculate_incident_working_time($incidentid, $t1, $t2, $states = array(2, 7, 8))
{
if ($t1 > $t2) {
$t3 = $t2;
$t2 = $t1;
$t1 = $t3;
}
$startofday = mktime(0, 0, 0, date("m", $t1), date("d", $t1), date("Y", $t1));
$endofday = mktime(23, 59, 59, date("m", $t2), date("d", $t2), date("Y", $t2));
$publicholidays = get_public_holidays($startofday, $endofday);
$sql = "SELECT id, currentstatus, timestamp FROM `{$GLOBALS['dbUpdates']}` WHERE incidentid='{$incidentid}' ORDER BY id ASC";
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error(mysql_error(), E_USER_WARNING);
}
$time = 0;
$timeptr = 0;
$laststatus = 2;
// closed
while ($update = mysql_fetch_array($result)) {
// if ($t1<=$update['timestamp'])
if ($t1 <= $update['timestamp']) {
if ($timeptr == 0) {
// This is the first update
// If it's active, set the ptr = t1
// otherwise set to current timestamp ???
if (is_active_status($laststatus, $states)) {
$timeptr = $t1;
} else {
$timeptr = $update['timestamp'];
}
}
if ($t2 < $update['timestamp']) {
// If we have reached the very end of the range, increment time to end of range, break
if (is_active_status($laststatus, $states)) {
$time += calculate_working_time($timeptr, $t2, $publicholidays);
}
break;
}
// if status has changed or this is the first (active update)
if (is_active_status($laststatus, $states) != is_active_status($update['currentstatus'], $states)) {
// If it's active and we've not reached the end of the range, increment time
if (is_active_status($laststatus, $states) && $t2 >= $update['timestamp']) {
$time += calculate_working_time($timeptr, $update['timestamp'], $publicholidays);
} else {
$timeptr = $update['timestamp'];
}
// if it's not active set the ptr
}
}
$laststatus = $update['currentstatus'];
}
mysql_free_result($result);
// Calculate remainder
if (is_active_status($laststatus, $states) && $t2 >= $update['timestamp']) {
$time += calculate_working_time($timeptr, $t2, $publicholidays);
}
return $time;
}
/** Chase / Remind customers
* @author Paul Heaney
* @note Moved from htdocs/auto/chase_customer.php by INL for 3.40
*/
function saction_ChaseCustomers()
{
global $CONFIG, $now, $sit;
global $dbIncidents, $dbUpdates;
$success = TRUE;
/**
* @author Paul Heaney
*/
function not_auto_type($type)
{
if ($type != 'auto_chase_email' and $type != 'auto_chase_phone' and $type != 'auto_chase_manager') {
return TRUE;
}
return FALSE;
}
if ($CONFIG['auto_chase'] == TRUE) {
// if 'awaiting customer action' for more than $CONFIG['chase_email_minutes'] and NOT in an auto state, send auto email
//$sql = "SELECT incidents.id, contacts.forenames,contacts.surname,contacts.id AS managerid FROM incidents,contacts WHERE status = ".STATUS_CUSTOMER." AND contacts.notify_contactid = contacts.id";
$sql = "SELECT * FROM `{$dbIncidents}` AS i WHERE status = " . STATUS_CUSTOMER;
$result = mysql_query($sql);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
$success = FALSE;
}
while ($obj = mysql_fetch_object($result)) {
if (!in_array($obj->maintenanceid, $CONFIG['dont_chase_maintids'])) {
// only annoy these people
$sql_update = "SELECT * FROM `{$dbUpdates}` WHERE incidentid = {$obj->id} ORDER BY timestamp DESC LIMIT 1";
$result_update = mysql_query($sql_update);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_WARNING);
$success = FALSE;
}
$obj_update = mysql_fetch_object($result_update);
if ($CONFIG['chase_email_minutes'] != 0) {
//if (not_auto_type($obj_update->type) AND $obj_update->timestamp <= ($now-$CONFIG['chase_email_minutes']*60))
if (not_auto_type($obj_update->type) and ($obj->timeofnextaction == 0 and calculate_working_time($obj_update->timestamp, $now) >= $CONFIG['chase_email_minutes'] or $obj->timeofnextaction != 0 and calculate_working_time($obj->timeofnextupdate, $now) >= $CONFIG['chase_email_minutes'])) {
$paramarray = array('incidentid' => $obj->id, 'triggeruserid' => $sit[2]);
send_email_template($CONFIG['chase_email_template'], $paramarray);
$sql_insert = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp, customervisibility) VALUES ('{$obj_update->incidentid}','{$sit['2']}', 'auto_chase_email', '{$obj->owner}', '{$obj->status}', 'Sent auto chase email to customer','{$now}','show')";
mysql_query($sql_insert);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
$sql_update = "UPDATE `{$dbIncidents}` SET lastupdated = '{$now}', nextactiontime = 0 WHERE id = {$obj->id}";
mysql_query($sql_update);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
}
}
if ($CONFIG['chase_phone_minutes'] != 0) {
//if ($obj_update->type == 'auto_chase_email' AND $obj_update->timestamp <= ($now-$CONFIG['chase_phone_minutes']*60))
if ($obj_update->type == 'auto_chase_email' and ($obj->timeofnextaction == 0 and calculate_working_time($obj_update->timestamp, $now) >= $CONFIG['chase_phone_minutes'] or $obj->timeofnextaction != 0 and calculate_working_time($obj->timeofnextupdate, $now) >= $CONFIG['chase_phone_minutes'])) {
$sql_insert = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp, customervisibility) VALUES ('{$obj_update->incidentid}','{$sit['2']}','auto_chase_phone', '{$obj->owner}', '{$obj->status}', 'Status: Awaiting Customer Action -> <b>Active</b><hr>Please phone the customer to get an update on this call as {$CONFIG['chase_phone_minutes']} have passed since the auto chase email was sent. Once you have done this please use the update type \"Chased customer - phone\"','{$now}','hide')";
mysql_query($sql_insert);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
$sql_update = "UPDATE `{$dbIncidents}` SET lastupdated = '{$now}', ";
$sql_update .= "nextactiontime = 0, status = " . STATUS_ACTIVE . " WHERE id = {$obj->id}";
mysql_query($sql_update);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
}
}
if ($CONFIG['chase_manager_minutes'] != 0) {
//if ($obj_update->type == 'auto_chased_phone' AND $obj_update->timestamp <= ($now-$CONFIG['chase_manager_minutes']*60))
if ($obj_update->type == 'auto_chased_phone' and ($obj->timeofnextaction == 0 and calculate_working_time($obj_update->timestamp, $now) >= $CONFIG['chase_manager_minutes'] or $obj->timeofnextaction != 0 and calculate_working_time($obj->timeofnextupdate, $now) >= $CONFIG['chase_manager_minutes'])) {
$update = "Status: Awaiting Customer Action -> <b>Active</b><hr>";
$update .= "Please phone the customers MANAGER to get an update on this call as " . $CONFIG['chase_manager_minutes'] . " have passed since the auto chase email was sent.<br />";
$update .= "The manager is <a href='contact_details.php?id={$obj->managerid}'>{$obj->forenames} {$obj->surname}</a><br />";
$update .= " Once you have done this please email the actions to the customer and select the \"Was this a customer chase?\"'";
$sql_insert = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp, customervisibility) VALUES ('{$obj_update->incidentid}','{$sit['2']}','auto_chase_manager', '{$obj->owner}', '{$obj->status}', {$update},'{$now}','hide')";
mysql_query($sql_insert);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
$sql_update = "UPDATE `{$dbIncidents}` SET lastupdated = '{$now}', nextactiontime = 0, status = " . STATUS_ACTIVE . " WHERE id = {$obj->id}";
mysql_query($sql_update);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
}
}
if ($CONFIG['chase_managers_manager_minutes'] != 0) {
//if ($obj_update->type == 'auto_chased_manager' AND $obj_update->timestamp <= ($now-$CONFIG['chase_managers_manager_minutes']*60))
if ($obj_update->type == 'auto_chased_manager' and ($obj->timeofnextaction == 0 and calculate_working_time($obj_update->timestamp, $now) >= $CONFIG['chase_amanager_manager_minutes'] or $obj->timeofnextaction != 0 and calculate_working_time($obj->timeofnextupdate, $now) >= $CONFIG['chase_amanager_manager_minutes'])) {
$sql_insert = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, currentowner, currentstatus, bodytext, timestamp, customervisibility) VALUES ('{$obj_update->incidentid}','{$sit['2']}','auto_chase_managers_manager','{$obj->owner}', '{$obj->status}', 'Status: Awaiting Customer Action -> <b>Active</b><hr>Please phone the customers managers manager to get an update on this call as {$CONFIG['chase_manager_minutes']} have passed since the auto chase email was sent. Once you have done this please email the actions to the customer and manager and select the \"Was this a manager chase?\"','{$now}','hide')";
mysql_query($sql_insert);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
$sql_update = "UPDATE `{$dbIncidents}` SET lastupdated = '{$now}', nextactiontime = 0, status = " . STATUS_ACTIVE . " WHERE id = {$obj->id}";
mysql_query($sql_update);
if (mysql_error()) {
trigger_error("MySQL Query Error " . mysql_error(), E_USER_ERROR);
$success = FALSE;
}
}
}
}
}
}
return $success;
}
if ($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'>";