/**
* Returns the incident SLA compliance percentage, from a single ID incident
*
* @param, id_incident, numeric id (PK) from an incident
*/
function get_sla_compliance_single_id($id_incident)
{
$temp = array();
$temp2 = array();
$temp2['id_incidencia'] = $id_incident;
$temp[] = $temp2;
return get_sla_compliance($temp);
}
/**
* Print a table with statistics of a list of incidents.
*
* @param array List of incidents to get stats.
* @param bool Whether to return an output string or echo now (optional, echo by default).
*
* @return Incidents stats if return parameter is true. Nothing otherwise
*/
function print_incidents_stats_simply($incidents, $return = false, $simple_mode = false)
{
global $config;
require_once $config["homedir"] . "/include/functions_graph.php";
$pdf_output = (int) get_parameter('pdf_output', 0);
$ttl = $pdf_output + 1;
// Max graph legend string length (without the '...')
$max_legend_strlen = 17;
// Necessary for flash graphs
include_flash_chart_script();
// TODO: Move this function to function_graphs to encapsulate flash
// chart script inclusion or make calls to functions_graph when want
// print a flash chart
$output = '';
$total = sizeof($incidents);
$opened = 0;
$total_hours = 0;
$total_workunits = 0;
$total_lifetime = 0;
$max_lifetime = 0;
$oldest_incident = false;
$scoring_sum = 0;
$scoring_valid = 0;
if ($incidents === false) {
$incidents = array();
}
$assigned_users = array();
$creator_users = array();
$submitter_label = "";
$user_assigned_label = "";
$incident_id_array = array();
//Initialize incident status array
$incident_status = array();
$incident_status[STATUS_NEW] = 0;
$incident_status[STATUS_UNCONFIRMED] = 0;
$incident_status[STATUS_ASSIGNED] = 0;
$incident_status[STATUS_REOPENED] = 0;
$incident_status[STATUS_VERIFIED] = 0;
$incident_status[STATUS_RESOLVED] = 0;
$incident_status[STATUS_PENDING_THIRD_PERSON] = 0;
$incident_status[STATUS_CLOSED] = 0;
//Initialize priority array
$incident_priority = array();
$incident_priority[PRIORITY_INFORMATIVE] = 0;
$incident_priority[PRIORITY_LOW] = 0;
$incident_priority[PRIORITY_MEDIUM] = 0;
$incident_priority[PRIORITY_SERIOUS] = 0;
$incident_priority[PRIORITY_VERY_SERIOUS] = 0;
$incident_priority[PRIORITY_MAINTENANCE] = 0;
//Initialize status timing array
$incident_status_timing = array();
$incident_status_timing[STATUS_NEW] = 0;
$incident_status_timing[STATUS_UNCONFIRMED] = 0;
$incident_status_timing[STATUS_ASSIGNED] = 0;
$incident_status_timing[STATUS_REOPENED] = 0;
$incident_status_timing[STATUS_VERIFIED] = 0;
$incident_status_timing[STATUS_RESOLVED] = 0;
$incident_status_timing[STATUS_PENDING_THIRD_PERSON] = 0;
$incident_status_timing[STATUS_CLOSED] = 0;
//Initialize users time array
$users_time = array();
//Initialize groups time array
$groups_time = array();
foreach ($incidents as $incident) {
$inc_stats = incidents_get_incident_stats($incident["id_incidencia"]);
if ($incident['actualizacion'] != '0000-00-00 00:00:00') {
$lifetime = $inc_stats[INCIDENT_METRIC_TOTAL_TIME];
if ($lifetime > $max_lifetime) {
$oldest_incident = $incident;
$max_lifetime = $lifetime;
}
$total_lifetime += $lifetime;
}
//Complete incident status timing array
foreach ($inc_stats[INCIDENT_METRIC_STATUS] as $key => $value) {
$incident_status_timing[$key] += $value;
}
//fill users time array
foreach ($inc_stats[INCIDENT_METRIC_USER] as $user => $time) {
if (!isset($users_time[$user])) {
$users_time[$user] = $time;
} else {
$users_time[$user] += $time;
}
}
//Inidents by group time
foreach ($inc_stats[INCIDENT_METRIC_GROUP] as $key => $time) {
if (!isset($groups_time[$key])) {
$groups_time[$key] = $time;
} else {
$groups_time[$key] += $time;
}
}
//Get only id from incident filter array
//used for filter in some functions
array_push($incident_id_array, $incident['id_incidencia']);
// Take count of assigned / creator users
if (isset($assigned_users[$incident["id_usuario"]])) {
$assigned_users[$incident["id_usuario"]]++;
} else {
$assigned_users[$incident["id_usuario"]] = 1;
}
if (isset($creator_users[$incident["id_creator"]])) {
$creator_users[$incident["id_creator"]]++;
} else {
$creator_users[$incident["id_creator"]] = 1;
}
// Scoring avg.
if ($incident["score"] > 0) {
$scoring_valid++;
$scoring_sum = $scoring_sum + $incident["score"];
}
$hours = get_incident_workunit_hours($incident['id_incidencia']);
$workunits = get_incident_workunits($incident['id_incidencia']);
$total_hours += $hours;
$total_workunits = $total_workunits + sizeof($workunits);
//Open incidents
if ($incident["estado"] != 7) {
$opened++;
}
//Incidents by status
$incident_status[$incident["estado"]]++;
//Incidents by priority
$incident_priority[$incident["prioridad"]]++;
}
$closed = $total - $opened;
$opened_pct = 0;
$mean_work = 0;
$mean_lifetime = 0;
if ($total != 0) {
$opened_pct = format_numeric($opened / $total * 100);
$mean_work = format_numeric($total_hours / $total, 2);
}
$mean_lifetime = $total_lifetime / $total;
// Get avg. scoring
if ($scoring_valid > 0) {
$scoring_avg = format_numeric($scoring_sum / $scoring_valid);
} else {
$scoring_avg = "N/A";
}
// Get incident SLA compliance
$sla_compliance = get_sla_compliance($incidents);
//Create second table
// Find the 5 most active users (more hours worked)
$most_active_users = array();
if ($incident_id_array) {
$most_active_users = get_most_active_users(8, $incident_id_array);
}
$users_label = '';
$users_data = array();
foreach ($most_active_users as $user) {
$users_data[$user['id_user']] = $user['worked_hours'];
}
// Remove the items with no value
foreach ($users_data as $key => $value) {
if (!$value || $value <= 0) {
unset($users_data[$key]);
}
}
if (empty($most_active_users) || empty($users_data)) {
$users_label = "<div class='container_adaptor_na_graphic2'>";
$users_label .= graphic_error(false);
$users_label .= __("N/A");
$users_label .= "</div>";
} else {
arsort($users_data);
$users_label .= pie3d_graph($config['flash_charts'], $users_data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'], $ttl);
}
// Find the 5 most active incidents (more worked hours)
$most_active_incidents = get_most_active_incidents(5, $incident_id_array);
$incidents_label = '';
foreach ($most_active_incidents as $incident) {
$incidents_data[$incident['id_incidencia']] = $incident['worked_hours'];
}
// Remove the items with no value
foreach ($incidents_data as $key => $value) {
if (!$value || $value <= 0) {
unset($incidents_data[$key]);
}
}
if (empty($most_active_incidents) || empty($incidents_data)) {
$incidents_label .= graphic_error(false);
$incidents_label .= __("N/A");
$incidents_label = "<div class='container_adaptor_na_graphic'>" . $incidents_label . "</div>";
} else {
arsort($incidents_data);
$incidents_label .= pie3d_graph($config['flash_charts'], $incidents_data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'], $ttl);
}
// TOP X creator users
$creator_assigned_data = array();
foreach ($creator_users as $clave => $valor) {
$creator_assigned_data["{$clave} ({$valor})"] = $valor;
}
if (empty($creator_assigned_data)) {
$submitter_label = "<div style='width:300px; height:150px;'>";
$submitter_label .= graphic_error(false);
$submitter_label .= __("N/A");
$submitter_label .= "</div>";
} else {
arsort($creator_assigned_data);
$submitter_label .= "<br/>" . pie3d_graph($config['flash_charts'], $creator_assigned_data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'], $ttl);
}
// TOP X scoring users
$scoring_label = "";
$top5_scoring = get_best_incident_scoring(5, $incident_id_array);
foreach ($top5_scoring as $submitter) {
$scoring_data[$submitter["id_usuario"]] = $submitter["total"];
}
if (empty($top5_scoring)) {
$scoring_label .= graphic_error(false);
$scoring_label .= __("N/A");
$scoring_label = "<div class='container_adaptor_na_graphic2'>" . $scoring_label . "</div>";
} else {
arsort($scoring_data);
$scoring_label .= "<br/>" . pie3d_graph($config['flash_charts'], $scoring_data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'], $ttl);
}
// TOP X assigned users
$user_assigned_data = array();
foreach ($assigned_users as $clave => $valor) {
$user_assigned_data["{$clave} ({$valor})"] = $valor;
}
if (empty($user_assigned_data)) {
$user_assigned_label = "<div style='width:300px; height:150px;'>";
$user_assigned_label .= graphic_error(false);
$user_assigned_label .= __("N/A");
$user_assigned_label .= "</div>";
} else {
arsort($user_assigned_data);
$user_assigned_label .= "<br/>" . pie3d_graph($config['flash_charts'], $user_assigned_data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'], $ttl);
}
// Show graph with incidents by group
foreach ($incidents as $incident) {
$grupo = safe_output(dame_grupo($incident["id_grupo"]));
if (strlen($grupo) > $max_legend_strlen) {
$grupo = substr($grupo, 0, $max_legend_strlen) . "...";
}
if (!isset($incident_group_data[$grupo])) {
$incident_group_data[$grupo] = 0;
}
$incident_group_data[$grupo] = $incident_group_data[$grupo] + 1;
}
arsort($incident_group_data);
// Show graph with incidents by source group
foreach ($incidents as $incident) {
$grupo_src = safe_output(dame_grupo($incident["id_group_creator"]));
if (strlen($grupo_src) > $max_legend_strlen) {
$grupo_src = substr($grupo_src, 0, $max_legend_strlen) . "...";
}
if (!isset($incident_group_data2[$grupo_src])) {
$incident_group_data2[$grupo_src] = 0;
}
$incident_group_data2[$grupo_src] = $incident_group_data2[$grupo_src] + 1;
}
arsort($incident_group_data2);
// Show graph with tickets open/close histogram
$ticket_oc_graph = '<div class="pie_frame">' . graph_ticket_oc_histogram($incidents, 650, 250, $ttl) . "</div>";
$container_title = __("Ticket Open/Close histogram");
$container_ticket_oc = print_container('container_ticket_oc', $container_title, $ticket_oc_graph, 'open', true, true, "container_simple_title", "container_simple_div");
// Show graph with tickets open/close histogram
$ticket_activity_graph = '<div class="pie_frame">' . graph_ticket_activity_calendar($incidents) . "</div>";
$container_title = __("Ticket activity");
$container_ticket_activity = print_container('container_ticket_activity', $container_title, $ticket_activity_graph, 'open', true, true, "container_simple_title", "container_simple_div");
//Print first table
$output .= "<table class='listing' width=190px border=0 cellspacing=0 cellpadding=0 border=0 >";
$output .= "<tr>";
$output .= "<th>" . __("Metric") . "</th>";
$output .= "<th>" . __("Value") . "</th>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td align=center><strong>" . __('Total tickets') . "</strong></td>";
$output .= "<td valign=top align=center>";
$output .= $total;
$output .= "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td align=center><strong>" . __('Avg. life time') . "</strong></td>";
$output .= "<td valign=top align=center>";
$output .= format_numeric($mean_lifetime / 86400, 2) . " " . __("Days");
$output .= "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td align=center><strong>";
$output .= __('Avg. work time');
$output .= "</strong></td>";
$output .= "<td align=center>" . $mean_work . ' ' . __('Hours') . "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td align=center><strong>";
$output .= __('Avg. Scoring');
$output .= "</strong></td>";
$output .= "<td align=center>" . $scoring_avg . "</td>";
$output .= "<tr>";
$output .= "<td align=center><strong>";
$output .= __('Total work time');
$output .= "</strong></td>";
$output .= "<td align=center>" . $total_hours . " " . __("Hours") . "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td align=center><strong>";
$output .= __('Total work units');
$output .= "</strong></td>";
$output .= "<td align=center>" . $total_workunits . "</td>";
$output .= "</tr></table>";
$container_title = __("Tickets statistics");
$container_incident_statistics = print_container('container_incident_statistics', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$output = "<div class='pie_frame'>" . $incidents_label . "</div>";
$container_title = __("Top 5 active tickets");
$container_top5_incidents = print_container('container_top5_incidents', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
if ($incidents) {
$output = graph_incident_statistics_sla_compliance($incidents, 300, 150, $ttl);
} else {
$output = "<div style='width:300px; height:150px;'>";
$output .= graphic_error(false);
$output .= __("N/A");
$output .= "</div>";
}
$output = "<div class='container_adaptor_graphic'>" . $output . "</div>";
$output = "<div class='pie_frame'>" . $output . "</div>";
$container_title = __("SLA compliance");
$container_sla_compliance = print_container('container_sla_compliance', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$status_aux .= "<table class='listing' style='width: 420px; margin: 10px auto;' cellspacing=0 cellpadding=0 border=0>";
$status_aux .= "<tr>";
$status_aux .= "<th style='text-align:center;'><strong>" . __("Status") . "</strong></th>";
$status_aux .= "<th style='text-align:center;'><strong>" . __("Number") . "</strong></th>";
$status_aux .= "<th style='text-align:center;'><strong>" . __("Total time") . "</strong></th>";
$status_aux .= "</tr>";
foreach ($incident_status as $key => $value) {
$name = get_db_value('name', 'tincident_status', 'id', $key);
$status_aux .= "<tr>";
$status_aux .= "<td>" . $name . "</td>";
$status_aux .= "<td style='text-align:center;'>" . $value . "</td>";
$time = $incident_status_timing[$key];
$status_aux .= "<td style='text-align:center;'>" . give_human_time($time, true, true, true) . "</td>";
$status_aux .= "</tr>";
}
$status_aux .= "</table>";
$container_title = __("Ticket by status");
$container_status_incidents = print_container('container_status_incidents', $container_title, $status_aux, 'no', true, true, "container_simple_title", "container_simple_div");
$priority_aux .= "<table class='listing table_priority_report' style='width: 420px;' cellspacing=0 cellpadding=0 border=0>";
$priority_aux .= "<tr>";
$priority_aux .= "<th style='text-align:center;'><strong>" . __("Priority") . "</strong></th>";
$priority_aux .= "<th style='text-align:center;'><strong>" . __("Number") . "</strong></th>";
$priority_aux .= "</tr>";
foreach ($incident_priority as $key => $value) {
$priority_aux .= "<tr>";
$priority_aux .= "<td>" . get_priority_name($key) . "</td>";
$priority_aux .= "<td style='text-align:center;'>" . $value . "</td>";
$priority_aux .= "</tr>";
}
$priority_aux .= "</table>";
$priority_aux = $priority_aux;
$container_title = __("Tickets by priority");
$container_priority_incidents = print_container('container_priority_incidents', $container_title, $priority_aux, 'no', true, true, "container_simple_title", "container_simple_div");
if ($oldest_incident) {
$oldest_incident_time = get_incident_workunit_hours($oldest_incident["id_incidencia"]);
$output = "<table class='listing'>";
$output .= "<th>";
$output .= __("Metric");
$output .= "</th>";
$output .= "<th>";
$output .= __("Value");
$output .= "</th>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td>";
$output .= "<strong>" . __("Ticket Id") . "</strong>";
$output .= "</td>";
$output .= "<td>";
$output .= '<a href="index.php?sec=incidents&sec2=operation/incidents/incident_dashboard_detail&id=' . $oldest_incident['id_incidencia'] . '">#' . $oldest_incident['id_incidencia'] . "</strong></a>";
$output .= "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td>";
$output .= "<strong>" . __("Ticket title") . "</strong>";
$output .= "</td>";
$output .= "<td>";
$output .= '<a href="index.php?sec=incidents&sec2=operation/incidents/incident_dashboard_detail&id=' . $oldest_incident['id_incidencia'] . '">' . $oldest_incident['titulo'] . "</strong></a>";
$output .= "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td>";
$output .= "<strong>" . __("Worktime hours") . "</strong>";
$output .= "</td>";
$output .= "<td>";
$output .= $oldest_incident_time . " " . __("Hours");
$output .= "</td>";
$output .= "</tr>";
$output .= "<tr>";
$output .= "<td>";
$output .= "<strong>" . __("Lifetime") . "</strong>";
$output .= "</td>";
$output .= "<td>";
$output .= format_numeric($max_lifetime / 86400) . " " . __("Days");
$output .= "</td>";
$output .= "</tr>";
$output .= "</table>";
} else {
$output = graphic_error(false);
$output .= __("N/A");
}
$output_aux = "<div style='width:100%; height:170px;'>";
$output_aux .= $output;
$output_aux .= "</div>";
$container_title = __("Longest closed ticket");
$container_longest_closed = print_container('container_longest_closed', $container_title, $output_aux, 'no', true, true, "container_simple_title", "container_simple_div");
$data = array(__('Open') => $opened, __('Closed') => $total - $opened);
$data = array(__('Close') => $total - $opened, __('Open') => $opened);
$output = pie3d_graph($config['flash_charts'], $data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'], $ttl);
$output = "<div class='pie_frame'>" . $output . "</div>";
$container_title = __("Open / Close ticket");
$container_openclose_incidents = print_container('container_openclose_incidents', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$clean_output = get_parameter("clean_output");
$container_title = __("Top active users");
$output = "<div class='pie_frame'>" . $users_label . "</div>";
$container_topactive_users = print_container('container_topactive_users', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$container_title = __("Top ticket submitters");
$output = "<div class='pie_frame'>" . $submitter_label . "</div>";
$container_topincident_submitter = print_container('container_topincident_submitter', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$container_title = __("Top assigned users");
$output = "<div class='pie_frame'>" . $user_assigned_label . "</div>";
$container_user_assigned = print_container('container_user_assigned', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$container_title = __("Tickets by group");
$output = "<br/>" . pie3d_graph($config['flash_charts'], $incident_group_data, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'] - 1, $ttl);
$output = "<div class='pie_frame'>" . $output . "</div>";
$container_incidents_group = print_container('container_incidents_group', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$container_title = __("Tickets by creator group");
$output = "<br/>" . pie3d_graph($config['flash_charts'], $incident_group_data2, 300, 150, __('others'), $config["base_url"], "", $config['font'], $config['fontsize'] - 1, $ttl);
$output = "<div class='pie_frame'>" . $output . "</div>";
$container_incident_creator_group = print_container('container_incident_creator_group', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$container_title = __("Top 5 average scoring by user");
$output = "<div class='pie_frame'>" . $scoring_label . "</div>";
$container_top5_scoring = print_container('container_top5_scoring', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
//Print second table
$output = "<table class='listing' style='width: 320px; margin: 10px auto'>";
$output .= "<tr>";
$output .= "<th style='text-align:center;'><strong>" . __("Group") . "</strong></th>";
$output .= "<th style='text-align:center;'><strong>" . __("Time") . "</strong></th>";
$output .= "</tr>";
$count = 1;
arsort($groups_time);
foreach ($groups_time as $key => $value) {
//Only show first 5
if ($count == 5) {
break;
}
$output .= "<tr>";
$group_name = get_db_value('nombre', 'tgrupo', 'id_grupo', $key);
$output .= "<td>" . $group_name . "</td>";
$output .= "<td style='text-align: center'>" . give_human_time($value, true, true, true) . "</td>";
$output .= "</tr>";
$count++;
}
$output .= "</table>";
$output .= '<br>';
$output .= '<br>';
$container_title = __("Top 5 group by time");
$container_top5_group_time = print_container('container_top5_group_time', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
$output = "<table class='listing' style='width: 420px; margin: 10px'>";
$output .= "<tr>";
$output .= "<th style='text-align:center;'><strong>" . __("User") . "</strong></th>";
$output .= "<th style='text-align:center;'><strong>" . __("Time") . "</strong></th>";
$output .= "</tr>";
$count = 1;
arsort($users_time);
foreach ($users_time as $key => $value) {
//Only show first 5
if ($count == 5) {
break;
}
$output .= "<tr>";
$user_real = get_db_value('nombre_real', 'tusuario', 'id_usuario', $key);
$output .= "<td>" . $user_real . "</td>";
$output .= "<td style='text-align: center'>" . give_human_time($value, true, true, true) . "</td>";
$output .= "</tr>";
$count++;
}
$output .= "</table>";
$output .= "</table>";
$container_title = __("Top 5 users by time");
$container_top5_user_time = print_container('container_top5_user_time', $container_title, $output, 'no', true, true, "container_simple_title", "container_simple_div");
if ($simple_mode) {
// First row
echo $container_incidents_group;
echo $container_topincident_submitter;
echo $container_user_assigned;
// Second row
echo $container_incident_statistics;
echo $container_top5_group_time;
echo $container_sla_compliance;
} else {
// First row
echo $container_incidents_group;
echo $container_topincident_submitter;
echo $container_user_assigned;
// Second row
echo $container_incident_statistics;
echo $container_top5_group_time;
echo $container_sla_compliance;
echo '<br><br>';
// Third row
echo $container_status_incidents;
echo $container_priority_incidents;
//Fourth row
echo $container_topactive_users;
echo $container_top5_incidents;
echo $container_openclose_incidents;
echo '<br><br><br>';
//~ // Fifth row
echo $container_ticket_oc;
echo '<br><br><br><br><br><br><br><br><br><br><br><br>';
//~ // Sixth row
echo $container_ticket_activity;
}
}