echo "<h3 class='error'>" . __('There was a problem deleting ticket') . "</h3>";
no_permission();
}
}
$massive_number_loop = get_parameter('massive_number_loop', -1);
// AJAX (Massive operations)
if ($massive_number_loop > -1) {
ob_clean();
echo json_encode($massive_number_loop);
return;
}
}
if ($action == 'update') {
// Number of loop in the massive operations. No received in not massive ones
$massive_number_loop = get_parameter('massive_number_loop', -1);
$old_incident = get_incident($id);
$user = get_parameter('id_user', '');
$grupo = get_parameter('grupo_form', $old_incident['id_grupo']);
if ($user == '') {
$sql = 'SELECT id_user_default FROM tgrupo WHERE id_grupo = ' . $grupo;
$default_user = get_db_value_sql($sql);
if ($default_user == '' || !$default_user) {
$user = $old_incident['id_usuario'];
} else {
$user = $default_user;
}
}
$id_author_inc = get_incident_author($id);
$titulo = get_parameter('titulo', $old_incident['titulo']);
$sla_disabled = (int) get_parameter('sla_disabled', $old_incident['sla_disabled']);
//Get SLA given on submit
<?php
include_once '../includes/connection.php';
include_once '../includes/functions.php';
// include_once '../pages/index.php';
// $results = get_all_identifications($dbh);
$header = get_incident($_GET['id'], $dbh);
$detail = get_incident_history($_GET['id'], $dbh);
$statuses = get_statuses($dbh);
?>
<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge">
<meta name="viewport" content="width=device-width, initial-scale=1">
<meta name="description" content="">
<meta name="author" content="">
<title>Routerboard Resources</title>
<!-- Bootstrap Core CSS -->
<link href="../bower_components/bootstrap/dist/css/bootstrap.min.css" rel="stylesheet">
<!-- MetisMenu CSS -->
<link href="../bower_components/metisMenu/dist/metisMenu.min.css" rel="stylesheet">
<!-- Timeline CSS -->
<link href="../dist/css/timeline.css" rel="stylesheet">
$options["onclick"] = "openUserInfo(\"{$closer}\")";
$incident_users .= print_image('images/avatars/' . $avatar_closer . '.png', true, $options);
}
}
$incident_users .= '</div>';
$incident_users .= '<span>' . __('Closed by') . ':</span><br>' . $long_name_closer;
$incident_users .= "</td>";
$incident_users .= "</tr>";
$incident_users .= "</table>";
$right_side = print_container('incident_users', __('People') . print_help_tip(_('Click on icons for more details'), true), $incident_users);
// Quick editor
if ($config['enabled_ticket_editor']) {
$has_im = give_acl($config['id_user'], $id_grupo, "IM") || $config['id_user'] == $incident['id_creator'];
$has_iw = give_acl($config['id_user'], $id_grupo, "IW") || $config['id_user'] == $incident['id_usuario'] || $config['id_user'] == $incident['id_creator'];
if ($has_iw) {
$incident_data = get_incident($id);
$resolution = $incident_data['resolution'];
$priority = $incident_data['prioridad'];
$owner = $incident_data['id_usuario'];
$status = $incident['estado'];
$ticket_editor .= "<table style='width: 100%;'>";
$ticket_editor .= "<tr>";
$ticket_editor .= "<td>";
$ticket_editor .= print_select(get_priorities(true), 'priority_editor', $priority, "", '', '', true, false, false, __('Priority'), false, '');
$ticket_editor .= "</td>";
$ticket_editor .= "<td>";
//If IW creator enabled flag is enabled, the user can change the creator
if ($has_im || $has_iw && $config['iw_creator_enabled']) {
$src_code = print_image('images/group.png', true, false, true);
$params_assigned['input_id'] = 'text-owner_editor';
$params_assigned['input_name'] = 'owner_editor';
function incident_details_list($id_incident, $return = false)
{
$output = '';
$incident = get_incident($id_incident);
$output .= '<ul id="incident-details-list" class="sidemenu">';
$output .= ' <strong>' . __('Open at') . '</strong>: ' . human_time_comparation($incident['inicio']);
if ($incident['estado'] == 7) {
$output .= '<br /> <strong>' . __('Closed at') . '</strong>: ' . human_time_comparation($incident['cierre']);
}
if ($incident['actualizacion'] != $incident['inicio']) {
$output .= '<br /> <strong>' . __('Last update') . '</strong>: ' . human_time_comparation($incident['actualizacion']);
}
/* Show workunits if there are some */
$workunit_count = get_incident_count_workunits($id_incident);
if ($workunit_count) {
$work_hours = get_incident_workunit_hours($id_incident);
$workunits = get_incident_workunits($id_incident);
$workunit_data = get_workunit_data($workunits[0]['id_workunit']);
$output .= '<br /> <strong>' . __('Last work at') . '</strong>: ' . human_time_comparation($workunit_data['timestamp']);
$output .= '<br /> <strong>' . __('Workunits') . '</strong>: ' . $workunit_count;
$output .= '<br /> <strong>' . __('Time used') . '</strong>: ' . $work_hours;
$output .= '<br /> <strong>' . _('Done by') . '</strong>: <em>' . $workunit_data['id_user'] . '</em>';
}
$output .= '</ul>';
if ($return) {
return $output;
}
echo $output;
}
function check_incident_sla_max_response($id_incident)
{
$incident = get_incident($id_incident);
$sla_info = incidents_get_sla_info($incident['id_grupo']);
if ($sla_info != false) {
$id_sla_type = $sla_info['id_sla_type'];
switch ($id_sla_type) {
case 0:
//NORMAL SLA
/* If closed, disable any affected SLA */
if ($incident['estado'] == 6 || $incident['estado'] == 7) {
if ($incident['affected_sla_id']) {
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0
WHERE id_incidencia = %d', $id_incident);
process_sql($sql);
}
return false;
}
break;
case 1:
//THIRD PARTY SLA
/* If closed, disable any affected SLA */
if ($incident['estado'] != 6) {
if ($incident['affected_sla_id']) {
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0
WHERE id_incidencia = %d', $id_incident);
process_sql($sql);
}
return false;
}
break;
case 2:
//NORMAL SLA AND THIRD PARTY SLA
if ($incident['estado'] == 7) {
if ($incident['affected_sla_id']) {
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = 0
WHERE id_incidencia = %d', $id_incident);
process_sql($sql);
}
return false;
}
break;
}
}
$slas = incidents_get_incident_slas($id_incident, false);
$start = strtotime($incident['inicio']);
$now = time();
foreach ($slas as $sla) {
// Datetime/Time check when exists (version compatibility code), this
// was added as a 3.0 post-feature :-)
if (isset($sla["five_daysonly"]) || isset($sla["no_holidays"])) {
$dow = date("w", time());
$hod = date("G", time());
// Skip if we're on weekend
if ($sla["five_daysonly"] == 1 and ($dow == 0 or $dow == 6)) {
continue;
}
//Check if holidays enabled and today is holidays
$datecalc = date("Y-m-d", time()) . ' 00:00:00';
if ($sla["no_holidays"] == 1 and is_holidays($datecalc)) {
continue;
}
// Skip if we're out of job time
if ($sla["time_from"] != $sla["time_to"]) {
if ($sla["time_from"] > $hod or $sla["time_to"] < $hod) {
continue;
}
}
}
if ($now < $start + $sla['max_response'] * 3600) {
continue;
}
$sql = sprintf('UPDATE tincidencia
SET affected_sla_id = %d
WHERE id_incidencia = %d', $sla['id'], $id_incident);
process_sql($sql);
/* SLA has expired */
return $sla['id'];
}
return false;
}
function api_update_incident($return_type, $user, $params)
{
$id_incident = $params[0];
$values['titulo'] = $params[1];
// Check if user and title is not empty and user exists
if (empty($values['titulo'])) {
return;
}
if (!check_user_incident($user, $id_incident)) {
return;
}
$timestamp = print_mysql_timestamp();
$values['descripcion'] = $params[2];
$values['epilog'] = $params[3];
$values['id_grupo'] = $params[4];
$values['prioridad'] = $params[5];
$values['resolution'] = $params[6];
$values['estado'] = $params[7];
$values['id_usuario'] = $params[8];
$id_parent = $params[9];
if ($id_parent != 0 && $id_parent != '') {
$values['id_parent'] = $params[9];
}
$values['id_incident_type'] = $params[10];
$values['extra_data'] = $params[11];
$values['extra_data2'] = $params[12];
$values['actualizacion'] = $timestamp;
if ($values['estado'] == 7) {
$values['cierre'] = $timestamp;
}
$id_incident_type = $values['id_incident_type'];
$old_incident = get_incident($id_incident);
if (!$old_incident['old_status2']) {
$values['old_status'] = $old_incident["old_status"];
$values['old_resolution'] = $old_incident["old_resolution"];
$values['old_status2'] = $values['estado'];
$values['old_resolution2'] = $values['resolution'];
} else {
if ($old_incident['old_status2'] == $values['estado'] && $old_incident['old_resolution2'] == $values['resolution']) {
$values['old_status'] = $old_incident["old_status"];
$values['old_resolution'] = $old_incident["old_resolution"];
$values['old_status2'] = $old_incident["old_status2"];
$values['old_resolution2'] = $old_incident["old_resolution2"];
} else {
$values['old_status'] = $old_incident["old_status2"];
$values['old_resolution'] = $old_incident["old_resolution2"];
$values['old_status2'] = $values['estado'];
$values['old_resolution2'] = $values['resolution'];
}
}
$old_status = api_get_status_incident($id_incident);
$values['old_status'] = $old_status;
$old_resolution = api_get_resolution_incident($id_incident);
$values['old_resolution'] = $old_resolution;
$new_status = $values['estado'];
$check_status = enterprise_hook("incidents_check_allowed_status", array($old_status, $new_status, false, true, true, $old_resolution));
if ($check_status == ENTERPRISE_NOT_HOOK) {
$check_status = true;
}
if ($values['estado'] == STATUS_CLOSED) {
//~ $check_resolution = enterprise_hook("incidents_check_allowed_resolution", array($resolution, $values['estado'], $id_incident, true));
$check_resolution = enterprise_hook("incidents_check_allowed_resolution", array($values['resolution'], $values['estado'], $id_incident, true));
if ($check_resolution == ENTERPRISE_NOT_HOOK) {
$check_resolution = true;
}
} else {
$check_resolution = true;
//~ $enterprise = enterprise_hook("incidents_check_allowed_resolution", array($resolution, $values['estado'], $id_incident, true));
$enterprise = enterprise_hook("incidents_check_allowed_resolution", array($values['resolution'], $values['estado'], $id_incident, true));
if ($enterprise != ENTERPRISE_NOT_HOOK) {
$values['resolution'] = 0;
}
}
if ($check_status && $check_resolution) {
$result = process_sql_update('tincidencia', $values, array('id_incidencia' => $id_incident));
//Add traces and statistic information
incidents_set_tracking($id_incident, 'update', $values['prioridad'], $values['estado'], $values['resolution'], $user, $values['id_grupo']);
//Add only update info
incident_tracking($id_incident, INCIDENT_UPDATED);
if ($id_incident_type != 0) {
//in the massive operations no change id_incident_type
$sql_label = "SELECT `label` FROM `tincident_type_field` WHERE id_incident_type = {$id_incident_type}";
$labels = get_db_all_rows_sql($sql_label);
if ($labels === false) {
$labels = array();
}
$num_params = 13;
foreach ($labels as $label) {
$values_type_field['data'] = $params[$num_params];
$id_incident_field = get_db_value_filter('id', 'tincident_type_field', array('id_incident_type' => $id_incident_type, 'label' => $label['label']), 'AND');
$values_type_field['id_incident_field'] = $id_incident_field;
$values_type_field['id_incident'] = $id_incident;
$exists_id = get_db_value_filter('id', 'tincident_field_data', array('id_incident' => $id_incident, 'id_incident_field' => $id_incident_field), 'AND');
if ($exists_id) {
process_sql_update('tincident_field_data', $values_type_field, array('id_incident_field' => $id_incident_field, 'id_incident' => $id_incident), 'AND');
} else {
process_sql_insert('tincident_field_data', $values_type_field);
}
$num_params++;
}
}
switch ($return_type) {
case "xml":
echo xml_node($result);
break;
case "csv":
echo $result;
break;
}
}
}
$num_gold = get_db_value('gold_medals', 'tincidencia', 'id_incidencia', $id_ticket);
$values['gold_medals'] = $num_gold - 1;
break;
case 3:
//Add black medal
$num_black = get_db_value('black_medals', 'tincidencia', 'id_incidencia', $id_ticket);
$values['black_medals'] = $num_black + 1;
break;
case 4:
//Remove black medal
$num_black = get_db_value('black_medals', 'tincidencia', 'id_incidencia', $id_ticket);
$values['black_medals'] = $num_black - 1;
break;
}
}
$old_incident = get_incident($id_ticket);
if (!$old_incident['old_status2']) {
$values['old_status'] = $old_incident["old_status"];
$values['old_resolution'] = $old_incident["old_resolution"];
$values['old_status2'] = $values['estado'];
$values['old_resolution2'] = $values['resolution'];
} else {
if ($old_incident['old_status2'] == $values['estado'] && $old_incident['old_resolution2'] == $values['resolution']) {
$values['old_status'] = $old_incident["old_status"];
$values['old_resolution'] = $old_incident["old_resolution"];
$values['old_status2'] = $old_incident["old_status2"];
$values['old_resolution2'] = $old_incident["old_resolution2"];
} else {
$values['old_status'] = $old_incident["old_status2"];
$values['old_resolution'] = $old_incident["old_resolution2"];
$values['old_status2'] = $values['estado'];
function print_incident()
{
global $config, $pdf_output, $pdf_filename;
$id = (int) get_parameter("id");
$incident = get_incident($id);
if (!check_incident_access($id)) {
return;
}
if ($pdf_output) {
ob_clean();
$pdf_filename = "incident_{$id}.pdf";
} else {
$report_button = print_report_button("index.php?sec=incidents&sec2=operation/incidents/incident_dashboard_detail&id={$id}&tab=summary", __('Export'));
if ($report_button) {
echo "<div style='padding:7px; float:right;'>";
echo $report_button;
echo "</div>";
}
}
echo "<div style='padding-left:7px;'>";
echo "<table style='font: 1em Verdana, Helvetica, Arial, 'Trebuchet MS', Arial, Sans-serif; color:#505050; width:620px; text-align:left;'>";
if ($pdf_output) {
echo "\t<tr>";
echo "\t\t<td style='text-align:center; font-size:14px; color:#505050;'>";
echo "\t\t\t<h1>#" . $incident["id_incidencia"] . " " . $incident["titulo"] . "</h1><br><br>";
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["id_creator"]) {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Creator') . "</b> - " . $incident["id_creator"];
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["id_usuario"]) {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Owner') . "</b> - " . $incident["id_usuario"];
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["estado"]) {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Status') . "</b> - " . incidents_get_incident_status_text($incident["id_incidencia"]);
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["inicio"] != "0000-00-00 00:00:00") {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Created on') . "</b> - " . strftime("%e %B %Y (%H:%M)", strtotime($incident["inicio"]));
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["cierre"] != "0000-00-00 00:00:00") {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Closed on') . "</b> - " . strftime("%e %B %Y (%H:%M)", strtotime($incident["cierre"]));
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["descripcion"]) {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Description') . "</b>";
echo "\t\t\t<div style='width:620px; word-wrap:break-word;'>" . $incident["descripcion"] . "</div>";
echo "\t\t</td>";
echo "\t</tr>";
}
if ($incident["epilog"]) {
echo "\t<tr>";
echo "\t\t<td style='font-size:16px; color:#505050;'>";
echo "\t\t\t<b>" . __('Epilog') . "</b>";
echo "\t\t\t<div style='width:620px; word-wrap:break-word;'>" . $incident["epilog"] . "</div>";
echo "\t\t</td>";
echo "\t</tr>";
}
echo "</table>";
echo "</div>";
}
$id_incident = (int) get_parameter('id');
$title = '';
// INFO: The workunits are treated like commits into the tickets sections
require_once 'include/functions_workunits.php';
//Check if we have id passed by parameter or by script loading
if (!$id_incident) {
if ($id) {
$id_incident = $id;
} else {
audit_db($id_user, $REMOTE_ADDR, "ACL Violation", "Trying to access to incident #" . $id_incident);
include "general/noaccess.php";
return;
}
}
// Obtain group of this incident
$incident = get_incident($id_incident);
$result_msg = '';
//user with IR and incident creator see the information
$check_acl = enterprise_hook("incidents_check_incident_acl", array($incident));
$external_check = enterprise_hook("manage_external", array($incident));
if ($check_acl !== ENTERPRISE_NOT_HOOK && !$check_acl || $external_check !== ENTERPRISE_NOT_HOOK && !$external_check) {
audit_db($id_user, $REMOTE_ADDR, "ACL Violation", "Trying to access to incident #" . $id_incident);
include "general/noaccess.php";
exit;
}
// Workunit ADD
$insert_workunit = (bool) get_parameter('insert_workunit');
if ($insert_workunit) {
$timestamp = print_mysql_timestamp();
$nota = get_parameter("nota");
$timeused = (double) get_parameter('duration');
function incidents_set_tracking($id_ticket, $action, $priority, $status, $resolution, $user, $group)
{
switch ($action) {
case 'update':
$old_incident = get_incident($id_ticket);
//Add traces and statistic information
$tracked = false;
if ($old_incident['prioridad'] != $priority) {
incident_tracking($id_ticket, INCIDENT_PRIORITY_CHANGED, $priority);
$tracked = true;
}
if ($old_incident['estado'] != $status) {
incident_tracking($id_ticket, INCIDENT_STATUS_CHANGED, $status);
$tracked = true;
}
if ($old_incident['resolution'] != $resolution) {
incident_tracking($id_ticket, INCIDENT_RESOLUTION_CHANGED, $resolution);
$tracked = true;
}
if ($old_incident['id_usuario'] != $user) {
incident_tracking($id_ticket, INCIDENT_USER_CHANGED, $user);
$tracked = true;
}
if ($old_incident["id_grupo"] != $group) {
incident_tracking($id_ticket, INCIDENT_GROUP_CHANGED, $group);
$tracked = true;
}
if ($tracked == false) {
incident_tracking($id_ticket, INCIDENT_UPDATED);
}
break;
case 'create':
incident_tracking($id_ticket, INCIDENT_CREATED);
//Add traces and statistic information
incident_tracking($id_ticket, INCIDENT_PRIORITY_CHANGED, $priority);
incident_tracking($id_ticket, INCIDENT_STATUS_CHANGED, $status);
incident_tracking($id_ticket, INCIDENT_RESOLUTION_CHANGED, $resolution);
incident_tracking($id_ticket, INCIDENT_USER_CHANGED, $user);
incident_tracking($id_ticket, INCIDENT_GROUP_CHANGED, $group);
break;
}
return;
}
$error = "Missing or incorrect huh ID.";
include '../errors/error.php';
} else {
$technicians = get_technicians_with_count();
include 'technician_select.php';
}
} else {
if ($action == 'incident_assign') {
$incidentID = filter_input(INPUT_POST, 'incidentID');
$techID = filter_input(INPUT_POST, 'techID');
$techfullname = filter_input(INPUT_POST, 'techfullname');
if ($incidentID == NULL || $incidentID == FALSE || $techID == NULL || $techID == FALSE || $techfullname == NULL || $techfullname == FALSE) {
$error = "Missing or incorrect huh ID.";
include '../errors/error.php';
} else {
$incident = get_incident($incidentID);
$custid = $incident['customerID'];
$cust = get_customer($custid);
$custfullname = $cust['firstName'] . " " . $cust['lastName'];
include 'incident_assign.php';
}
} else {
if ($action == 'assign') {
$incidentID = filter_input(INPUT_POST, 'incidentID');
$techID = filter_input(INPUT_POST, 'techID');
if ($incidentID == NULL || $incidentID == FALSE || $techID == NULL || $techID == FALSE) {
$error = "Missing or incorrect huh ID.";
include '../errors/error.php';
} else {
//assign_incident($incidentID,$techID);
$message = "This incident was assigned to a technician";
