Support Incident Tracker GIT4.x
Functions | Variables
incident.inc.php File Reference

Go to the source code of this file.

Functions

 incident ($incident)
 create_incident ($title, $contact, $servicelevel, $contract, $product, $software, $priority=PRIORITY_LOW, $owner=0, $status=STATUS_ACTIVE, $productversion= '', $productservicepacks= '', $opened= '', $lastupdated= '')
 create_incident_from_incoming ($incomingid)
 move_update_to_incident ($update, $incident)
 update ($update)
 suggest_reassign_userid ($incidentid, $exceptuserid=0)
 reassign_incident ($incident, $user, $tuser= '', $nextaction= '', $type= 'full')
 reopen_incident ($incident, $newstatus=STATUS_ACTIVE, $message= '')
 send_email_template ($templateid, $paramarray, $attach='', $attachtype='', $attachdesc='')
 drafts_waiting_on_incident ($incidentid, $type='all', $userid='')
 incident_id_from_subject ($subject, $from)
 count_incident_stats ($incidentid)
 average_incident_duration ($start, $end, $states)
 sla_target_content ($incidentid, $target)
 incident_service_level ($incidentid)
 load_entitlements ($contactid, $siteid)
 readable_last_updates ($incidentid, $num)
 incident_owner ($id)
 incident_towner ($id)
 incident_contact ($id)
 incident_maintid ($id)
 incident_title ($id)
 incident_status ($id)
 incident_priority ($id)
 incident_externalid ($id)
 incident_externalengineer ($id)
 incident_externalemail ($id)
 incident_ccemail ($id)
 incident_timeofnextaction ($id)
 priority_name ($id, $syslang=FALSE)
 incident_lastupdate ($id)
 incident_firstupdate ($id)
 incidentstatus_name ($id, $type='internal')
 closingstatus_name ($id)
 incidents_remaining ($id)
 decrement_free_incidents ($siteid)
 increment_incidents_used ($maintid)
 countdayincidents ($day, $month, $year)
 countdayclosedincidents ($day, $month, $year)
 countdaycurrentincidents ($day, $month, $year)
 count_incoming_updates ()
 incident_get_next_target ($incidentid)
 target_type_name ($targettype)
 incident_time_since_review ($incidentid)
 incident_backup_switchover ($userid, $accepting)
 new_update ($incidentid, $text, $type= 'default', $sla= '', $userid=0, $currentowner= '', $currentstatus=1, $visibility= 'show')
 create_temp_incoming ($updateid, $from, $subject, $emailfrom, $contactid= '', $incidentid=0, $locked= '', $lockeduntil= '', $reason= '', $reason_user= '', $reason_time= '')
 holding_email_update_id ($holding_email)
 delete_holding_queue_update ($updateid)
 num_unread_emails ()
 site_count_incidents ($id, $open=FALSE)
 display_drafts ($type, $result)
 external_escalation ($escalated, $incid)
 incident_sla ($incident_id, $type)

Variables

 if (realpath(__FILE__)==realpath($_SERVER['SCRIPT_FILENAME']))

Function Documentation

average_incident_duration ( $  start,
$  end,
$  states 
)

Returns number of closed incidents that were opened within the period giving the average duration in minutes and the average worked time in minutes

Author:
Ivan Lucas

Definition at line 658 of file incident.inc.php.

References $countclosed, $dbIncidents, $end, $result, $sql, $start, $totalduration, calculate_incident_working_time(), count_incident_stats(), and E_USER_WARNING.

{
    global $dbIncidents;
    $sql = "SELECT opened, closed, (closed - opened) AS duration_closed, i.id AS incidentid ";
    $sql .= "FROM `{$dbIncidents}` AS i ";
    $sql .= "WHERE status = '" . STATUS_CLOSED . "' ";
    if ($start > 0) $sql .= "AND opened >= {$start} ";
    if ($end > 0) $sql .= "AND opened <= {$end} ";

    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    $totalduration = 0;
    $totalworkingduration = 0;
    $countclosed = 0;
    $total_unique_owners= 0;
    while ($row = mysql_fetch_object($result))
    {
        $working_time = calculate_incident_working_time($row->incidentid, $row->opened, $row->closed, $states);
        if ($row->duration_closed > 0)
        {
            $totalduration = $totalduration+$row->duration_closed;
            $totalworkingduration += $working_time;
            $cio = count_incident_stats($row->incidentid);
            $total_unique_owners += $cio[0];
            $total_updates += $cio[1];
            $countclosed++;
        }
    }
    $total_number_updates = number_format(($countclosed == 0) ? 0 : ($total_updates / $countclosed),1);
    $average_owners = number_format(($countclosed == 0) ? 0 : ($total_unique_owners / $countclosed),1);
    $average_incident_duration = ($countclosed == 0) ? 0 : ($totalduration / $countclosed) / 60;
    $average_worked_minutes = ($countclosed == 0) ? 0 : $totalworkingduration / $countclosed;

    return array($countclosed, $average_incident_duration, $average_worked_minutes,$average_owners, $total_updates, $total_number_updates);
}
closingstatus_name ( $  id)

Convert a closing status ID to a readable name

Parameters:
int$id,.Closing status ID
Return values:
stringClosing Status

Definition at line 1094 of file incident.inc.php.

References $dbClosingStatus, $id, and db_read_column().

{
    global $dbClosingStatus;
    if ($id != '')
    {
        $closingstatus = db_read_column('name', $GLOBALS['dbClosingStatus'], $id);
    }
    else
    {
        $closingstatus = 'strUnknown';
    }

    return ($GLOBALS[$closingstatus]);
}
count_incident_stats ( $  incidentid)
Author:
Ivan Lucas

Definition at line 642 of file incident.inc.php.

References $dbUpdates, $result, $sql, and E_USER_WARNING.

Referenced by average_incident_duration().

{
    global $dbUpdates;
    $sql = "SELECT count(DISTINCT currentowner),count(id) FROM `{$dbUpdates}` WHERE incidentid='{$incidentid}' AND userid!=0 GROUP BY userid";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    list($unique_users,$num_updates) = mysql_fetch_row($result);
    return array($unique_users,$num_updates);;
}
count_incoming_updates ( )

Counts the number of updates not yet linked to an incident

Author:
Ivan Lucas
Note:
Updates are linked to incident ID 0 (no such incident) when they arrive via email or portal and not yet assigned to an incident.

Definition at line 1233 of file incident.inc.php.

References $count, $result, and $sql.

{
    $sql = "SELECT id FROM `{$GLOBALS['dbUpdates']}` WHERE incidentid=0";
    $result = mysql_query($sql);
    $count = mysql_num_rows($result);
    mysql_free_result($result);
    return $count;
}
countdayclosedincidents ( $  day,
$  month,
$  year 
)

Counts the number of incidents closed on a specific date

Parameters:
int$dayThe day of the month
int$monthThe month of the year
int$yearThe year
Author:
Ivan Lucas

Definition at line 1192 of file incident.inc.php.

References $count, $day, $dbIncidents, $month, $result, $sql, and $year.

{
    global $dbIncidents;
    $unixstartdate = mktime(0, 0, 0, $month, $day, $year);
    $unixenddate = mktime(23, 59, 59, $month, $day, $year);
    $sql = "SELECT COUNT(id) FROM `{$dbIncidents}` ";
    $sql .= "WHERE closed BETWEEN '{$unixstartdate}' AND '{$unixenddate}' ";
    $result = mysql_query($sql);
    list($count) = mysql_fetch_row($result);
    mysql_free_result($result);
    return $count;
}
countdaycurrentincidents ( $  day,
$  month,
$  year 
)

Counts the number of incidents open on a specific date

Parameters:
int$dayThe day of the month
int$monthThe month of the year
int$yearThe year
Author:
Ivan Lucas

Definition at line 1213 of file incident.inc.php.

References $count, $day, $dbIncidents, $month, $result, $sql, and $year.

{
    global $dbIncidents;
    $unixstartdate = mktime(0, 0, 0, $month, $day, $year);
    $unixenddate = mktime(23, 59, 59, $month, $day, $year);
    $sql = "SELECT COUNT(id) FROM `{$dbIncidents}` ";
    $sql .= "WHERE opened <= '{$unixenddate}' AND closed >= '{$unixstartdate}' ";
    $result = mysql_query($sql);
    list($count) = mysql_fetch_row($result);
    mysql_free_result($result);
    return $count;
}
countdayincidents ( $  day,
$  month,
$  year 
)

Counts the number of incidents opened on a specific date

Parameters:
int$dayThe day of the month
int$monthThe month of the year
int$yearThe year
Author:
Ivan Lucas

Definition at line 1171 of file incident.inc.php.

References $count, $day, $dbIncidents, $month, $result, $sql, and $year.

{
    global $dbIncidents;
    $unixstartdate = mktime(0, 0, 0, $month, $day, $year);
    $unixenddate = mktime(23, 59, 59, $month, $day, $year);
    $sql = "SELECT count(id) FROM `{$dbIncidents}` ";
    $sql .= "WHERE opened BETWEEN '{$unixstartdate}' AND '{$unixenddate}' ";
    $result = mysql_query($sql);
    list($count) = mysql_fetch_row($result);
    mysql_free_result($result);
    return $count;
}
create_incident ( $  title,
$  contact,
$  servicelevel,
$  contract,
$  product,
$  software,
$  priority = PRIORITY_LOW,
$  owner = 0,
$  status = STATUS_ACTIVE,
$  productversion = '',
$  productservicepacks = '',
$  opened = '',
$  lastupdated = '' 
)

Creates a new incident

Parameters:
string$titleThe title of the incident
int$contactThe ID of the incident contact
int$servicelevelThe ID of the servicelevel to log the incident under
int$contractThe ID of the contract to log the incident under
int$productThe ID of the product the incident refers to
int$skillThe ID of the skill the incident refers to
int$priority(Optional) Priority of the incident (Default: 1 = Low)
int$owner(Optional) Owner of the incident (Default: 0 = SiT)
int$status(Optional) Incident status (Default: 1 = Active)
string$productversion(Optional) Product version field
string$productservicepacks(Optional) Product service packs field
int$opened(Optional) Timestamp when incident was opened (Default: now)
int$lastupdated(Optional) Timestamp when incident was updated (Default: now)
Returns:
int|bool Returns FALSE on failure, an incident ID on success
Author:
Kieran Hogg

Definition at line 61 of file incident.inc.php.

References $dbIncidents, $dbUpdates, $incidentid, $now, $result, $sql, E_USER_ERROR, and increment_incidents_used().

Referenced by create_incident_from_incoming().

{
    global $now, $dbIncidents, $dbUpdates, $sit;

    if (empty($opened))
    {
        $opened = $now;
    }

    if (empty($lastupdated))
    {
        $lastupdated = $now;
    }

    $sql  = "INSERT INTO `{$dbIncidents}` (title, owner, contact, priority, ";
    $sql .= "servicelevel, status, maintenanceid, product, softwareid, ";
    $sql .= "productversion, productservicepacks, opened, lastupdated) ";
    $sql .= "VALUES ('{$title}', '{$owner}', '{$contact}', '{$priority}', ";
    $sql .= "'{$servicelevel}', '{$status}', '{$contract}', ";
    $sql .= "'{$product}', '{$software}', '{$productversion}', ";
    $sql .= "'{$productservicepacks}', '{$opened}', '{$lastupdated}')";
    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
        return FALSE;
    }
    else
    {
        $incidentid = mysql_insert_id();
        increment_incidents_used($contract);

    }

    //add the updates and SLA etc
    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, bodytext, timestamp, currentowner, ";
    $sql .= "currentstatus, customervisibility, nextaction, sla) ";
    $sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'opening', '{$updatetext}', '{$now}', '{$sit[2]}', ";
    $sql .= "'1', '{$customervisibility}', '{$nextaction}', 'opened')";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

    // Insert the first Review update, this indicates the review period of an incident has started
    // This insert could possibly be merged with another of the 'updates' records, but for now we keep it seperate for clarity
    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
    $sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reviewmet', '{$now}', '{$sit[2]}', '1', 'hide', 'opened','')";
    mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

    return $incidentid;
}
create_incident_from_incoming ( $  incomingid)

Creates an incident based on an 'tempincoming' table entry

Author:
Kieran Hogg
Parameters:
int$incomingidthe ID of the tempincoming entry
Returns:
int|bool returns either the ID of the contract or FALSE if none

Definition at line 123 of file incident.inc.php.

References $CONFIG, $contact, $dbMaintenance, $dbServiceLevels, $dbSoftwareProducts, $dbTempIncoming, $incident, $incomingid, $product, $result, $sql, $user, create_incident(), E_USER_ERROR, guess_contract_id(), move_update_to_incident(), reassign_incident(), and suggest_reassign_userid().

{
    global $dbTempIncoming, $dbMaintenance, $dbServiceLevels, $dbSoftwareProducts, $CONFIG;
    $rtn = TRUE;

    $incomingid = intval($incomingid);
    $sql = "SELECT * FROM `{$dbTempIncoming}` ";
    $sql .= "WHERE id = '{$incomingid}'";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);

    $row = mysql_fetch_object($result);
    $contact = $row->contactid;
    $contract = guess_contract_id($contact);

    if (!$contract)
    {
        // we have no contract to log against, update stays in incoming
        return TRUE;
    }
    $subject = $row->subject;
    $update = $row->updateid;

    $sql = "SELECT tag, product, softwareid ";
    $sql .= "FROM `{$dbMaintenance}` AS m, `{$dbServiceLevels}` AS s, ";
    $sql .= "`{$dbSoftwareProducts}` AS sp ";
    $sql .= "WHERE m.id = '{$contract}' ";
    $sql .= "AND m.servicelevel = s.tag ";
    $sql .= "AND m.product = sp.productid LIMIT 1";

    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_ERROR);
        $rtn = FALSE;
    }

    $row = mysql_fetch_object($result);
    $sla = $row->tag;
    $product = $row->product;
    $software = $row->softwareid;
    $incident = create_incident($subject, $contact, $row->tag, $contract,
                                $product, $software);

    if (!move_update_to_incident($update, $incident))
    {
        $rtn = FALSE;
    }
    else
    {
        $sql = "DELETE FROM `$dbTempIncoming` WHERE id = '{$incomingid}'";
        $result = mysql_query($sql);
    }


    if ($CONFIG['auto_assign_incidents'])
    {
        $user = suggest_reassign_userid($incident);
        if (!reassign_incident($incident, $user))
        {
            $rtn = FALSE;
        }
    }

    return $rtn;
}
create_temp_incoming ( $  updateid,
$  from,
$  subject,
$  emailfrom,
$  contactid = '',
$  incidentid = 0,
$  locked = '',
$  lockeduntil = '',
$  reason = '',
$  reason_user = '',
$  reason_time = '' 
)

Create a new holding queue item

Parameters:
int$updateidID of the associated update entry
string$fromName of the from field
string$subjectSubject of the item
string$emailfromEmail address the item is from
int$contactid(Optional) Contact ID of the sender
int$incidentid(Optional) Associated incident ID
int$locked(Optional) 1 if the item is locked, 0 if not
time$lockeduntil(Optional) MySQL timestamp of lock expiration
string$reason(Optional) Reason the item is in the holding queue
id$reason_user(Optional) The user ID who set the reason
time$reason_time(Optional) MySQL timestamp of when the reason was set
Author:
Kieran Hogg

Definition at line 1596 of file incident.inc.php.

References $dbTempIncoming, $result, $sql, and E_USER_ERROR.

{
    global $dbTempIncoming;
    $sql = "INSERT INTO `{$dbTempIncoming}`(updateid, `from`, subject, ";
    $sql .= "emailfrom, contactid, incidentid, locked, lockeduntil, ";
    $sql .= "reason, reason_user, reason_time) VALUES('{$updateid}', ";
    $sql .= "'{$from}', '{$subject}', '{$emailfrom}', '{$contactid}', ";
    $sql .= "'{$incidentid}', '{$locked}', '{$lockeduntil}', '{$reason}', ";
    $sql .= "'{$reason_user}', '{$reason_time}')";
    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
        return FALSE;
    }
    else
    {
        return mysql_insert_id();
    }
}
decrement_free_incidents ( $  siteid)

Decrement a 'free' incident from a site by one

Parameters:
int$siteid,.Site ID
Return values:
TRUEsuccess

Definition at line 1134 of file incident.inc.php.

References $dbSites, $sql, and E_USER_ERROR.

{
    global $dbSites;
    $sql = "UPDATE `{$dbSites}` SET freesupport = (freesupport - 1) WHERE id='{$siteid}'";
    mysql_query($sql);
    if (mysql_affected_rows() < 1)
    {
        trigger_error("No rows affected while updating freesupport", E_USER_ERROR);
    }

    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
    else return TRUE;
}
delete_holding_queue_update ( $  updateid)

Definition at line 1628 of file incident.inc.php.

References $sql, and E_USER_WARNING.

{
    $sql = "DELETE FROM `{$GLOBALS['dbTempIncoming']}` WHERE updateid = '{$updateid}'";
    mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(). "  {$sql}", E_USER_WARNING);
        return FALSE;
    }
    else
    {
        return TRUE;
    }
}
display_drafts ( $  type,
$  result 
)
Author:
Paul Heaney

Definition at line 1684 of file incident.inc.php.

References $CONFIG, $iconset, $id, $obj, $page, $result, $type, and icon().

Referenced by display_update_page().

{
    global $iconset;
    global $id;
    global $CONFIG;

    if ($type == 'update')
    {
        $page = "incident_update.php";
        $editurlspecific = '';
    }
    else if ($type == 'email')
    {
        $page = "incident_email.php";
        $editurlspecific = "&amp;step=2";
    }

    echo "<p align='center'>{$GLOBALS['strDraftChoose']}</p>";

    $html = '';

    while ($obj = mysql_fetch_object($result))
    {
        $html .= "<div class='detailhead'>";
        $html .= "<div class='detaildate'>".date($CONFIG['dateformat_datetime'], $obj->lastupdate);
        $html .= "</div>";
        $html .= "<a href='{$page}?action=editdraft&amp;draftid={$obj->id}&amp;id={$id}{$editurlspecific}' class='info'>";
        $html .= icon('edit', 16, $GLOBALS['strDraftEdit'])."</a>";
        $html .= "<a href='{$page}?action=deletedraft&amp;draftid={$obj->id}&amp;id={$id}' class='info'>";
        $html .= icon('delete', 16, $GLOBALS['strDraftDelete'])."</a>";
        $html .= "</div>";
        $html .= "<div class='detailentry'>";
        $html .= nl2br($obj->content)."</div>";
    }

    return $html;
}
drafts_waiting_on_incident ( $  incidentid,
$  type = 'all',
$  userid = '' 
)

Identified if there are drafts waiting to be sent/updated on an incident

Author:
Paul Heaney
Parameters:
int$incidentid- The incidentID to check for
string$type- The type of draft either all/email/update
Returns:
bool TRUE of there are drafts waiting false otherwise

Definition at line 578 of file incident.inc.php.

References $count, $result, $sql, $type, $userid, E_USER_ERROR, and elseif.

{
    $rtn = FALSE;
    $sql = "SELECT count(id) AS count FROM `{$GLOBALS['dbDrafts']}` WHERE incidentid = {$incidentid} ";
    if ($type == "update") $sql .= "AND type = 'update'";
    elseif ($type == "email") $sql .= "AND type = 'email'";

    if (!empty($userid)) $sql .= "AND userid = {$userid} ";

    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_ERROR);
        $rtn = FALSE;
    }

    list($count) = mysql_fetch_assoc($result);
    if ($count > 0) $rtn = TRUE;

    return $rtn;
}
external_escalation ( $  escalated,
$  incid 
)

Definition at line 1723 of file incident.inc.php.

References $id.

{
    foreach ($escalated as $i => $id)
    {
        if ($id == $incid)
        {
            return "yes";
        }
    }

    return "no";
}
holding_email_update_id ( $  holding_email)

Definition at line 1621 of file incident.inc.php.

References db_read_column().

{
    $holding_email = intval($holding_email);
    return db_read_column('updateid', $GLOBALS['dbTempIncoming'], $holding_email);
}
incident ( $  incident)

Gets incident details

This function emulates a SQL query to the incident table while abstracting SQL details

Parameters:
int$incidentID of the incident
Returns:
object an object containing all parameters contained in the table
Author:
Kieran Hogg

Definition at line 30 of file incident.inc.php.

References $dbIncidents, $incident, $result, $sql, and E_USER_ERROR.

Referenced by incident_sla().

{
    global $dbIncidents;

    $incident = intval($incident);
    $sql = "SELECT * FROM `{$dbIncidents}` WHERE id = '{$incident}'";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
    $row = mysql_fetch_object($result);
    return $row;
}
incident_backup_switchover ( $  userid,
$  accepting 
)

Switches incidents temporary owners to the backup/substitute engineer depending on the setting of 'accepting'

Author:
Ivan Lucas
Parameters:
int$userid,.The userid of the user who's status has changed.
string$accepting,.'yes' or 'no' to indicate whether the user is accepting
Note:
if the $accepting parameter is 'no' then the function will attempt to temporarily assign all the open incidents that the user owns to the users defined substitute engineers If Substitute engineers cannot be found or they themselves are not accepting, the given users incidents are placed in the holding queue

Definition at line 1368 of file incident.inc.php.

References $backupid, $bodytext, $dbIncidents, $dbTempAssigns, $dbUpdates, $dbUsers, $dbUserStatus, $incident, $now, $result, $rsql, $sql, $uresult, $user, $userid, $username, $usql, E_USER_ERROR, E_USER_WARNING, elseif, software_backup_userid(), user_accepting(), and user_realname().

Referenced by User::edit(), and set_user_status().

{
    global $now, $dbIncidents, $dbUpdates, $dbTempAssigns, $dbUsers, $dbUserStatus;

    $usersql = "SELECT u.*, us.name AS statusname ";
    $usersql .= "FROM `{$dbUsers}` AS u, `{$dbUserStatus}` AS us ";
    $usersql .= "WHERE u.id = '{$userid}' AND u.status = us.id";
    $userresult = mysql_query($usersql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    $user = mysql_fetch_row($userresult);

    if (strtolower($accepting) == 'no')
    {
        // Look through the incidents that this user OWNS (and are not closed)
        $sql = "SELECT * FROM `{$dbIncidents}` WHERE (owner='{$userid}' OR towner='{$userid}') AND status!=2";
        $result = mysql_query($sql);
        if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
        while ($incident = mysql_fetch_object($result))
        {
            // Try and find a backup/substitute engineer
            $backupid = software_backup_userid($userid, $incident->softwareid);

            if (empty($backupid) OR user_accepting($backupid) == 'No')
            {
                // no backup engineer found so add to the holding queue
                // Look to see if this assignment is in the queue already
                $fsql = "SELECT * FROM `{$dbTempAssigns}` WHERE incidentid='{$incident->id}' AND originalowner='{$userid}'";
                $fresult = mysql_query($fsql);
                if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
                if (mysql_num_rows($fresult) < 1)
                {
                    // it's not in the queue, and the user isn't accepting so add it
                    //$userstatus=user_status($userid);
                    $userstatus = $user['status'];
                    $usql = "INSERT INTO `{$dbTempAssigns}` (incidentid,originalowner,userstatus) VALUES ('{$incident->id}', '{$userid}', '{$userstatus}')";
                    mysql_query($usql);
                    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
                }
            }
            else
            {
                // do an automatic temporary reassign
                // update incident
                $rusql = "UPDATE `{$dbIncidents}` SET ";
                $rusql .= "towner='{$backupid}', lastupdated='{$now}' WHERE id='{$incident->id}' LIMIT 1";
                mysql_query($rusql);
                if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);

                // add update
                $username = user_realname($userid);
                //$userstatus = userstatus_name(user_status($userid));
                $userstatus = $user['statusname'];
                //$usermessage=user_message($userid);
                $usermessage = $user['message'];
                $bodytext = "Previous Incident Owner ({$username}) {$userstatus}  {$usermessage}";
                $assigntype = 'tempassigning';
                $risql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, bodytext, type, timestamp, currentowner, currentstatus) ";
                $risql .= "VALUES ('{$incident->id}', '0', '{$bodytext}', '{$assigntype}', '{$now}', ";
                $risql .= "'{$backupid}', ";
                $risql .= "'{$incident->status}')";
                mysql_query($risql);
                if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);

                // Look to see if this assignment is in the queue already
                $fsql = "SELECT * FROM `{$dbTempAssigns}` WHERE incidentid='{$incident->id}' AND originalowner='{$userid}'";
                $fresult = mysql_query($fsql);
                if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
                if (mysql_num_rows($fresult) < 1)
                {
                    //$userstatus=user_status($userid);
                    $userstatus = $user['status'];
                    $usql = "INSERT INTO `{$dbTempAssigns}` (incidentid,originalowner,userstatus,assigned) VALUES ('{$incident->id}', '{$userid}', '$userstatus','yes')";
                    mysql_query($usql);
                    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
                }
                else
                {
                    // mark the temp assigns table so it's not showing in the holding queue
                    $tasql = "UPDATE `{$dbTempAssigns}` SET assigned='yes' WHERE originalowner='{$userid}' AND incidentid='{$incident->id}' LIMIT 1";
                    mysql_query($tasql);
                    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
                }
            }
        }
    }
    elseif ($accepting == '')
    {
        // Do nothing when accepting status doesn't exist
    }
    else
    {
        // The user is now ACCEPTING, so first have a look to see if there are any reassignments in the queue
        $sql = "SELECT * FROM `{$dbTempAssigns}` WHERE originalowner='{$userid}' ";
        $result = mysql_query($sql);
        if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
        while ($assign = mysql_fetch_object($result))
        {
            if ($assign->assigned == 'yes')
            {
                // Incident has actually been reassigned, so have a look if we can grab it back.
                $lsql = "SELECT id,status FROM `{$dbIncidents}` ";
                $lsql .= "WHERE id='{$assign->incidentid}' AND owner='{$assign->originalowner}' AND towner!=''";
                $lresult = mysql_query($lsql);
                if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
                while ($incident = mysql_fetch_object($lresult))
                {
                    // Find our tempassign
                    $usql = "SELECT id,currentowner FROM `{$dbUpdates}` ";
                    $usql .= "WHERE incidentid='{$incident->id}' AND userid='0' AND type='tempassigning' ";
                    $usql .= "ORDER BY id DESC LIMIT 1";
                    $uresult = mysql_query($usql);
                    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
                    list($prevassignid,$tempowner) = mysql_fetch_row($uresult);

                    // Look to see if the temporary owner has updated the incident since we temp assigned it
                    // If he has, we leave it in his queue
                    $usql = "SELECT id FROM `{$dbUpdates}` ";
                    $usql .= "WHERE incidentid='{$incident->id}' AND id > '{$prevassignid}' AND userid='{$tempowner}' LIMIT 1 ";
                    $uresult = mysql_query($usql);
                    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
                    if (mysql_num_rows($uresult) < 1)
                    {
                        // Incident appears not to have been updated by the temporary owner so automatically reassign back to orignal owner
                        // update incident
                        $rusql = "UPDATE `{$dbIncidents}` SET ";
                        $rusql .= "towner='', lastupdated='{$now}' WHERE id='{$incident->id}' LIMIT 1";
                        mysql_query($rusql);
                        if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);

                        // add update
                        $username = user_realname($userid);
                        //$userstatus = userstatus_name(user_status($userid));
                        $userstatus = $user['statusname'];
                        //$usermessage=user_message($userid);
                        $usermessage = $user['message'];
                        $bodytext = "Reassigning to original owner {$username} ({$userstatus})";
                        $assigntype = 'reassigning';
                        $risql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, bodytext, type, timestamp, currentowner, currentstatus) ";
                        $risql .= "VALUES ('{$incident->id}', '0', '{$bodytext}', '{$assigntype}', '{$now}', ";
                        $risql .= "'{$backupid}', ";
                        $risql .= "'{$incident->status}')";
                        mysql_query($risql);
                        if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);

                        // remove from assign queue now, all done
                        $rsql = "DELETE FROM `{$dbTempAssigns}` WHERE incidentid='{$assign->incidentid}' AND originalowner='{$assign->originalowner}'";
                        mysql_query($rsql);
                        if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
                    }
                }
            }
            else
            {
                // now have a look to see if the reassign was completed
                $ssql = "SELECT id FROM `{$dbIncidents}` WHERE id='{$assign->incidentid}' LIMIT 1";
                $sresult = mysql_query($ssql);
                if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
                if (mysql_num_rows($sresult) >= 1)
                {
                    // reassign wasn't completed, or it was already assigned back, simply remove from assign queue
                    $rsql = "DELETE FROM `{$dbTempAssigns}` WHERE incidentid='{$assign->incidentid}' AND originalowner='{$assign->originalowner}'";
                    mysql_query($rsql);
                    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
                }
            }
        }
    }
    return;
}
incident_ccemail ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
string. Current incident CC email address

Definition at line 933 of file incident.inc.php.

References $id, and db_read_column().

{
    return db_read_column('ccemail', $GLOBALS['dbIncidents'], $id);
}
incident_contact ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
integer. ContactID of the contact this incident is logged against

Definition at line 837 of file incident.inc.php.

References $id, and db_read_column().

Referenced by create_incident_feedback().

{
    return db_read_column('contact', $GLOBALS['dbIncidents'], $id);
}
incident_externalemail ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
string. Current incident external email address

Definition at line 922 of file incident.inc.php.

References $id, and db_read_column().

{
    return db_read_column('externalemail', $GLOBALS['dbIncidents'], $id);
}
incident_externalengineer ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
string. Current incident external engineer

Definition at line 911 of file incident.inc.php.

References $id, and db_read_column().

{
    return db_read_column('externalengineer', $GLOBALS['dbIncidents'], $id);
}
incident_externalid ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
id. Current incident external ID

Definition at line 900 of file incident.inc.php.

References $id, and db_read_column().

{
    return db_read_column('externalid', $GLOBALS['dbIncidents'], $id);
}
incident_firstupdate ( $  id)

Returns a string containing the body of the first update (that is visible to customer) in a format suitable for including in an email

Author:
Ivan Lucas
Parameters:
int$idAn incident ID

Definition at line 1029 of file incident.inc.php.

References $bodytext, $result, $sql, and E_USER_WARNING.

{
    $sql = "SELECT bodytext FROM `{$GLOBALS['dbUpdates']}` WHERE incidentid='{$id}' AND customervisibility='show' ";
    $sql .= "ORDER BY timestamp ASC, id ASC LIMIT 1";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    if (mysql_num_rows($result) >= 1)
    {
        list($bodytext) = mysql_fetch_row($result);
        $bodytext = strip_tags($bodytext);
    }
    else
    {
        $bodytext = '';
    }

    return $bodytext;
}
incident_get_next_target ( $  incidentid)

Identify the next due SLA target for a given incident

Parameters:
int$incidentidretval string Target type

Definition at line 1249 of file incident.inc.php.

References $incidentid, $now, $result, $sql, $target, calculate_incident_working_time(), and E_USER_WARNING.

Referenced by display_update_page(), and incident_sla_history().

{
    global $now;
    // Find the most recent SLA target that was met
    $sql = "SELECT sla,timestamp FROM `{$GLOBALS['dbUpdates']}` WHERE incidentid='{$incidentid}' AND sla IS NOT Null ORDER BY id DESC LIMIT 1";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    $target = '';
    if (mysql_num_rows($result) > 0)
    {
        $upd = mysql_fetch_object($result);
        switch ($upd->sla)
        {
            case 'opened':
                $target->type = 'initialresponse';
                break;
            case 'initialresponse':
                $target->type = 'probdef';
                break;
            case 'probdef':
                $target->type = 'actionplan';
                break;
            case 'actionplan':
                $target->type = 'solution';
                break;
            case 'solution':
                $target->type = '';
                break;
            case 'closed':
                $target->type = 'opened';
                break;
        }

        $target->since = calculate_incident_working_time($incidentid, $upd->timestamp, $now);
    }
    else
    {
        $target->type = 'regularcontact';
        $target->since = 0;
    }
    return $target;
}
incident_id_from_subject ( $  subject,
$  from 
)

Gets the incident ID for an email based on its subject

Author:
Kieran Hogg
Parameters:
string$subjectThe email subject
string$fromThe email address it was sent from
Returns:
int ID of the incident, 0 if none

Definition at line 608 of file incident.inc.php.

References $domain, $from, $result, and $sql.

{
    $incident_id = FALSE;
    $from_parts = explode($from, "@");
    $domain = $from_parts[2];

    if (preg_match('/\[(\d+)\]/', $subject, $m))
    {
        $incident_id = $m[1];
    }
    else
    {
        preg_match('/\d{1,12}/', $subjectm, $external_id);
        $external_id = $external_id[0];
        $sql = "SELECT name, email_domain FROM `{$dbEscalationPaths}`";
        $result = mysql_query($sql);
        if ($result)
        {
            while ($row = mysql_fetch_object($result))
            {
                if ($row->email_domain == $domain)
                {
                    $sql = "SELECT id FROM `{$dbIncidents}` ";
                    $sql .= "WHERE externalid";
                }
            }
        }
    }
}
incident_lastupdate ( $  id)

Returns an array of fields from the most recent update record for a given incident id

Author:
Ivan Lucas
Parameters:
int$idAn incident ID
Returns:
array

Definition at line 999 of file incident.inc.php.

References $result, $sql, and E_USER_WARNING.

Referenced by dashboard_user_incidents_display(), dashboard_watch_incidents_display(), and portal_incident_table().

{
    // Find the most recent update
    $sql = "SELECT userid, type, sla, currentowner, currentstatus, LEFT(bodytext,500) AS body, timestamp, nextaction, id ";
    $sql .= "FROM `{$GLOBALS['dbUpdates']}` WHERE incidentid='{$id}' AND bodytext != '' ORDER BY timestamp DESC, id DESC LIMIT 1";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    if (mysql_num_rows($result) == 0)
    {
        trigger_error("Zero records while retrieving incident last update for incident {$id}", E_USER_WARNING);
    }
    else
    {
        $update = mysql_fetch_object($result);

        mysql_free_result($result);
        // Remove Tags from update Body
        $update->body = trim($update->body);
        $update->body = $update->body;
        return array($update->userid, $update->type ,$update->currentowner, $update->currentstatus, $update->body, $update->timestamp, $update->nextaction, $update->id);
    }
}
incident_maintid ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
integer. Contract ID of the maintenance contract this incident is logged against

Definition at line 848 of file incident.inc.php.

References $id, $maintid, db_read_column(), and E_USER_WARNING.

Referenced by approve_incident_transaction(), close_billable_incident(), and get_incident_billable_breakdown_array().

{
    $maintid = db_read_column('maintenanceid', $GLOBALS['dbIncidents'], $id);
    if ($maintid == '')
    {
        trigger_error("!Error: No matching record while reading in incident_maintid() Incident ID: {$id}", E_USER_WARNING);
    }
    else
    {
        return ($maintid);
    }
}
incident_owner ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
integer. UserID of the user that currently owns the incident

Definition at line 815 of file incident.inc.php.

References $id, and db_read_column().

Referenced by display_update_page(), and reopen_incident().

{
    return db_read_column('owner', $GLOBALS['dbIncidents'], $id);
}
incident_priority ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
id. Current incident Priority ID

Definition at line 889 of file incident.inc.php.

References $id, and db_read_column().

Referenced by display_update_page().

{
    return db_read_column('priority', $GLOBALS['dbIncidents'], $id);
}
incident_service_level ( $  incidentid)

Retreive the service level tag of the incident

Author:
Paul Heaney
Parameters:
$incidentidint The incident ID to retreive
Returns:
String The service level tag
Todo:
Remove as of 4.0 in favour of incidents class

Definition at line 730 of file incident.inc.php.

References $dbIncidents, $result, $servicelevel, $sql, and E_USER_WARNING.

Referenced by display_update_page().

{
    global $dbIncidents;
    $servicelevel = '';

    $sql = "SELECT servicelevel FROM `{$dbIncidents}` WHERE id = {$incidentid}";
    $result = mysql_query($sql);

    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    list($servicelevel) = mysql_fetch_assoc($result);

    return $servicelevel;
}
incident_sla ( $  incident_id,
$  type 
)

Get an SLA of an incident in human-readable format Written for trigger templates but can be re-used

Parameters:
int$incident_id,.Incident ID
string$type,.Type of the SLA, from: initial_response, prob_determ, action_plan, resolution
Returns:
string

Definition at line 1743 of file incident.inc.php.

References $dbServiceLevels, $incident, $result, $sql, $type, E_USER_ERROR, format_workday_minutes(), and incident().

{
    global $dbServiceLevels;
    $incident = incident($incident_id);
    $sql = "SELECT * FROM `{$dbServiceLevels}` ";
    $sql .= "WHERE tag = '{$incident->servicelevel}' AND priority = '{$incident->priority}'";
    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
        return "Error getting SLA";
    }
    else
    {
        $sla_obj = mysql_fetch_object($result);
        switch ($type)
        {
            case 'prob_determ':
                $sla = $sla_obj->prob_determ_mins;
                break;

            case 'action_plan':
                $sla = $sla_obj->action_plan_mins;
                break;

            case 'resolution':
                $sla = $sla_obj->resolution_days * 480;
                break;

            case 'initial_response':
            default:
                $sla = $sla_obj->initial_response_mins;
                break;

        }
        return format_workday_minutes($sla);
    }
}
incident_status ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
id. Current incident status ID

Definition at line 878 of file incident.inc.php.

References $id, and db_read_column().

Referenced by display_update_page().

{
    return db_read_column('status', $GLOBALS['dbIncidents'], $id);
}
incident_time_since_review ( $  incidentid)

Returns the number of minutes since the last incident review for a specified incident

Author:
Ivan Lucas
Parameters:
int$incidentid- Incident ID
Returns:
int Time since the last review in minutes
Note:
was called incident_get_next_review() (very bad name) until 3.60 14Mar10

Definition at line 1340 of file incident.inc.php.

References $now, $result, $sql, and E_USER_WARNING.

{
    global $now;
    $sql = "SELECT timestamp FROM `{$GLOBALS['dbUpdates']}` ";
    $sql .= "WHERE incidentid='{$incidentid}' AND type='reviewmet' ";
    $sql .= "ORDER BY id DESC LIMIT 1";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    if (mysql_num_rows($result) > 0)
    {
        $upd = mysql_fetch_object($result);
        $timesincereview = floor(($now - $upd->timestamp) / 60);
    }
    return $timesincereview;
}
incident_timeofnextaction ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
int. UNIX Timestamp of the time of the next action for this incident

Definition at line 944 of file incident.inc.php.

References $id, and db_read_column().

Referenced by display_update_page(), and show_next_action().

{
    return db_read_column('timeofnextaction', $GLOBALS['dbIncidents'], $id);
}
incident_title ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
string. Title of the incident

Definition at line 867 of file incident.inc.php.

References $id, and db_read_column().

{
    return db_read_column('title', $GLOBALS['dbIncidents'], $id);
}
incident_towner ( $  id)
Author:
Ivan Lucas
Parameters:
int$idIncident ID
Returns:
integer. UserID of the user that currently temporarily owns the incident

Definition at line 826 of file incident.inc.php.

References $id, and db_read_column().

{
    return db_read_column('towner', $GLOBALS['dbIncidents'], $id);
}
incidents_remaining ( $  id)

Returns the number of remaining incidents given an incident pool id

Parameters:
int$id,.Pool ID
Return values:
intThe number of incidents remaining
stringReturns a string meaning 'Unlimited' if theres no match on ID

Definition at line 1116 of file incident.inc.php.

References $id, and db_read_column().

{
    $remaining = db_read_column('incidentsremaining', $GLOBALS['dbIncidentPools'], $id);
    if (empty($remaining))
    {
        $remaining = '&infin;';
    }

    return $remaining;
}
incidentstatus_name ( $  id,
$  type = 'internal' 
)

Converts an incident status ID to an internationalised status string

Author:
Ivan Lucas
Parameters:
int$id,.incident status ID
string$type,.'internal' or 'external', where external means customer/client facing
Returns:
string Internationalised incident status. Or empty string if the ID is not recognised.
Note:
The incident status database table must contain i18n keys.

Definition at line 1059 of file incident.inc.php.

References $dbIncidentStatus, $result, $sql, $type, and E_USER_WARNING.

Referenced by display_update_page().

{
    global $dbIncidentStatus;

    if ($type == 'external')
    {
        $type = 'ext_name';
    }
    else
    {
        $type = 'name';
    }

    $sql = "SELECT {$type} FROM `{$dbIncidentStatus}` WHERE id='{$id}'";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    if (mysql_num_rows($result) == 0)
    {
        $name = '';
    }
    else
    {
        $incidentstatus = mysql_fetch_assoc($result);
        $name =  $GLOBALS[$incidentstatus[$type]];
    }
    return $name;
}
increment_incidents_used ( $  maintid)

Increment the contract count of incidents used by one

Parameters:
int$maintid- Contract ID

Definition at line 1153 of file incident.inc.php.

References $dbMaintenance, $sql, and E_USER_ERROR.

Referenced by create_incident().

{
    global $dbMaintenance;
    $sql = "UPDATE `{$dbMaintenance}` SET incidents_used = (incidents_used + 1) WHERE id='{$maintid}'";
    mysql_query($sql);
    if (mysql_affected_rows() < 1) trigger_error("No rows affected while updating freesupport", E_USER_ERROR);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);
    else return TRUE;
}
load_entitlements ( $  contactid,
$  siteid 
)

Load the incident entitlement for the portal Moved from portal/ad.php

Author:
Kieran Hogg
Parameters:
$contactid- The contact to load the entitlement for
$siteid- The site the contact belongs to

Definition at line 752 of file incident.inc.php.

References $_SESSION, $dbMaintenance, $dbProducts, $dbSupportContacts, $sql, and E_USER_WARNING.

{
    global $dbSupportContacts, $dbMaintenance, $dbProducts;

    //get entitlement
    $sql = "SELECT m.*, p.name, ";
    $sql .= "(m.incident_quantity - m.incidents_used) AS availableincidents ";
    $sql .= "FROM `{$dbSupportContacts}` AS sc, `{$dbMaintenance}` AS m, `{$dbProducts}` AS p ";
    $sql .= "WHERE m.product=p.id ";
    $sql .= "AND sc.contactid='{$contactid}' AND sc.maintenanceid=m.id ";
    $sql .= "AND (expirydate > (UNIX_TIMESTAMP(NOW()) - 15778463) OR expirydate = -1) ";
    $sql .= "AND m.site = {$siteid} ";
    $sql .= "UNION SELECT m.*, p.name, ";
    $sql .= "(m.incident_quantity - m.incidents_used) AS availableincidents ";
    $sql .= "FROM `{$dbSupportContacts}` AS sc, `{$dbMaintenance}` AS m, `{$dbProducts}` AS p ";
    $sql .= "WHERE m.product=p.id ";
    $sql .= "AND m.allcontactssupported = 'yes' ";
    $sql .= "AND (expirydate > (UNIX_TIMESTAMP(NOW()) - 15778463) OR expirydate = -1) ";
    $sql .= "AND m.site = {$siteid} ";
    $sql .= "ORDER BY expirydate DESC ";

    $contractresult = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    while ($contract = mysql_fetch_object($contractresult))
    {
        $_SESSION['entitlement'][] = serialize($contract);
    }
}
move_update_to_incident ( $  update,
$  incident 
)

Move an update to an incident

Author:
Kieran Hogg
Parameters:
int$updatethe ID of the update
int$incidentthe ID of the incident
Returns:
bool returns TRUE on success, FALSE on failure

Definition at line 198 of file incident.inc.php.

References $dbUpdates, $incident, $sql, and E_USER_ERROR.

Referenced by create_incident_from_incoming().

{
    global $dbUpdates;
    $update = intval($update);
    $incident = intval($incident);

    $sql = "UPDATE `{$dbUpdates}` SET incidentid = '{$incident}' ";
    $sql .= "WHERE id = '{$update}'";
    mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_ERROR);
        return FALSE;
    }
    else
    {
        return TRUE;
    }
}
new_update ( $  incidentid,
$  text,
$  type = 'default',
$  sla = '',
$  userid = 0,
$  currentowner = '',
$  currentstatus = 1,
$  visibility = 'show' 
)

Inserts a new incident update

Parameters:
int$incidentidID of the incident to add the update to
string$textThe text of the update
enum$type(Optional) Update type (Default: 'default'), types: 'default', 'editing', 'opening', 'email', 'reassigning', 'closing', 'reopening', 'auto', 'phonecallout', 'phonecallin', 'research', 'webupdate', 'emailout', 'emailin', 'externalinfo', 'probdef', 'solution', 'actionplan', 'slamet', 'reviewmet', 'tempassigning', 'auto_chase_email', 'auto_chase_phone', 'auto_chase_manager', 'auto_chased_phone', 'auto_chased_manager', 'auto_chase_managers_manager', 'customerclosurerequest', 'fromtask'
string$slaThe SLA the update meets
int$userid(Optional) ID of the user doing the updating (Default: 0)
int$currentowner(Optional) ID of the current incident owner
int$currentstatus(Optional) Current incident status (Default: 1 = active)
enum$visibility(Optional) Whether to 'show' or 'hide' in the portal (Default: 'show')
Author:
Kieran Hogg

Definition at line 1558 of file incident.inc.php.

References $now, $result, $sql, $text, cleanvar(), and E_USER_ERROR.

{
    global $now;
    $text = cleanvar($text);
    $sql  = "INSERT INTO `{$GLOBALS['dbUpdates']}` (incidentid, userid, ";
    $sql .= "type, bodytext, timestamp, currentowner, currentstatus, ";
    $sql .= "customervisibility, sla) VALUES ('{$incidentid}', '{$userid}', ";
    $sql .= "'{$type}', '{$text}', '{$now}', '{$currentowner}', ";
    $sql .= "'{$currentstatus}', '{$visibility}', '{$sla}')";
    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
        return FALSE;
    }
    else
    {
        return mysql_insert_id();
    }
}
num_unread_emails ( )

Definition at line 1644 of file incident.inc.php.

References $count, $dbTempIncoming, $result, $sql, and E_USER_WARNING.

{
    global $dbTempIncoming;
    $sql = "SELECT COUNT(*) AS count FROM `{$dbTempIncoming}`";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(). "  {$sql}", E_USER_WARNING);
    list($count) = mysql_fetch_row($result);
    return $count;
}
priority_name ( $  id,
$  syslang = FALSE 
)

Returns a string representing the name of the given priority. Returns an empty string if the priority does not exist.

Author:
Ivan Lucas
Parameters:
int$id,.Priority ID, higher the number higher the priority
bool$syslang,.(optional) Uses system language when set to TRUE otherwise uses user language (default)
Returns:
string.

Definition at line 960 of file incident.inc.php.

References $_SESSION, and $id.

Referenced by display_update_page(), and portal_incident_table().

{
    switch ($id)
    {
        case PRIORITY_LOW:
            if (!$syslang) $value = $GLOBALS['strLow'];
            else $value = $_SESSION['syslang']['strLow'];
            break;
        case PRIORITY_MEDIUM:
            if (!$syslang) $value = $GLOBALS['strMedium'];
            else $value = $_SESSION['syslang']['strMedium'];
            break;
        case PRIORITY_HIGH:
            if (!$syslang) $value = $GLOBALS['strHigh'];
            else $value = $_SESSION['syslang']['strHigh'];
            break;
        case PRIORITY_CRITICAL:
            if (!$syslang) $value = $GLOBALS['strCritical'];
            else $value = $_SESSION['syslang']['strCritical'];
            break;
        case '':
            if (!$sylang) $value = $GLOBALS['strNotSet'];
            else $value = $_SESSION['syslang']['strNotSet'];
            break;
        default:
            if (!$syslang) $value = $GLOBALS['strUnknown'];
            else $value = $_SESSION['syslang']['strUnknown'];
            break;
    }
    return $value;
}
readable_last_updates ( $  incidentid,
$  num 
)

Get a readable last update body, written for the triggers variable

Parameters:
$incidentidint The incident ID to get the update for
$numint amount of updates to include

Definition at line 787 of file incident.inc.php.

References $dbUpdates, $query, $result, $sql, and $text.

{
    global $dbUpdates;

    $num = intval($num);
    ($num == 0) ? $num = 1 : $num;
    $sql  = "SELECT * FROM `{$dbUpdates}` ";
    $sql .= " WHERE incidentid='{$incidentid}' ";
    $sql .= "AND bodytext != '' ";
    $sql .= "ORDER BY timestamp DESC ";
    if ($num != -1 ) $sql .= "LIMIT {$num}";
    $query = mysql_query($sql);
    $text = "";
    while ($result = mysql_fetch_object($query))
    {
        $num--;
        $text .= strip_tags($result->bodytext);
        if ($num > 0 ) $text .= "\n--------------------------\n";
    }
    return $text;
}
reassign_incident ( $  incident,
$  user,
$  tuser = '',
$  nextaction = '',
$  type = 'full' 
)

Reassigns an incident

Parameters:
int$incidentincident ID to reassign
int$useruser to reassign the incident to
string$type'full' to do a full reassign, 'temp' for a temp
Returns:
bool TRUE on success, FALSE on failure
Author:
Kieran Hogg

Definition at line 399 of file incident.inc.php.

References $dbIncidents, $dbUpdates, $now, $result, $sql, $type, and E_USER_WARNING.

Referenced by create_incident_from_incoming().

{
    global $dbIncidents, $dbUpdates, $now, $sit;
    $rtn = TRUE;

    if ($type == 'temp')
    {
        $sql = "UPDATE `{$dbIncidents} SET towner = '{$tuser}'";
    }
    else
    {
        $sql = "UPDATE `{$dbIncidents}` SET owner = '{$user}'";
    }
    $sql .= "WHERE id = '{$incident}'";

    mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_WARNING);
        $rtn = FALSE;
    }

    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, nextaction) ";
    $sql .= "VALUES ('{$incident}', '{$sit[2]}', 'reassigning', '{$now}', '{$user}', '1', '{$nextaction}')";
    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_WARNING);
        $rtn = FALSE;
    }

    return $rtn;
}
reopen_incident ( $  incident,
$  newstatus = STATUS_ACTIVE,
$  message = '' 
)

Reopens an incident

Parameters:
int$incidentincident ID to reopen
int$newstatus(optional) status to set the incident to, defaults to active
string$message(optional) message to insert when reopening
Returns:
bool TRUE on success, FALSE on failure$dbIncidents
Author:
Kieran Hogg

Definition at line 442 of file incident.inc.php.

References $bodytext, $dbIncidents, $dbUpdates, $incident, $now, $owner, $result, $sql, E_USER_ERROR, and incident_owner().

{
    global $dbIncidents, $dbUpdates, $now, $sit, $bodytext;
    $rtn = TRUE;

    $time = time();
    $sql = "UPDATE `{$dbIncidents}` SET status='{$newstatus}', ";
    $sql .= "lastupdated='{$time}', closed='0' WHERE id='{$incident}' LIMIT 1";
    mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_ERROR);

    $owner = incident_owner($incident);
    // add update
    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, ";
    $sql .= "bodytext, timestamp, currentowner, currentstatus) ";
    $sql .= "VALUES ({$incident}, '{$sit[2]}', 'reopening', '{$bodytext}', '{$time}', ";
    $sql .= "'{$owner}', '{$newstatus}')";
    $result = mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_ERROR);
        $rtn = FALSE;
    }

    // Insert the first SLA update for the reopened incident, this indicates
    // the start of an sla period
    // This insert could possibly be merged with another of the 'updates'
    // records, but for now we keep it seperate for clarity
    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, ";
    $sql .= "timestamp, currentowner, currentstatus, customervisibility, ";
    $sql .= "sla, bodytext) ";
    $sql .= "VALUES ('{$incident}', '{$sit[2]}', 'slamet', '{$now}', '{$owner}', ";
    $sql .= STATUS_ACTIVE.", 'show', 'opened', '{$GLOBALS['strIncidentIsOpen']}')";
    mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_ERROR);
        $rtn = FALSE;
    }

    // Insert the first Review update, this indicates the review period of an incident has restarted
    // This insert could possibly be merged with another of the 'updates' records, but for now we keep it seperate for clarity
    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
    $sql .= "VALUES ('{$incident}', '0', 'reviewmet', '{$now}', '{$owner}', ".STATUS_ACTIVE.", 'hide', 'opened','')";
    mysql_query($sql);
    if (mysql_error())
    {
        trigger_error(mysql_error(), E_USER_ERROR);
        $rtn = FALSE;
    }

    return $rtn;
}
send_email_template ( $  templateid,
$  paramarray,
$  attach = '',
$  attachtype = '',
$  attachdesc = '' 
)

Send a template email without using a trigger

Author:
Ivan Lucas
Parameters:
int$templateid,:The ID number of the template to use
array$paramarray,.An associative array of template parameters This should at the very least be array('incidentid' => $id, 'triggeruserid' => $sit[2])
string$attach,.Path and filename of file to attach
string$attachtype,.Type of file to attach (Default 'OCTET')
string$attachdesc,.Description of the attachment, (Default, same as filename)
Returns:
bool TRUE: The email was sent successfully, FALSE: There was an error sending the mail
Note:
This is v2 of this function, it has different paramters than v1

Definition at line 510 of file incident.inc.php.

References $application_version_string, $CONFIG, $from, $tresult, $tsql, E_USER_WARNING, and replace_specials().

Referenced by saction_ChaseCustomers().

{
    global $CONFIG, $application_version_string, $sit;

    if (!is_array($paramarray))
    {
        trigger_error("Invalid Parameter Array", E_USER_NOTICE);
        $paramarray = array('triggeruserid' => $sit[2]);
    }

    if (!is_numeric($templateid))
    {
        trigger_error("Invalid Template ID '{$templateid}'", E_USER_NOTICE);
    }

    // Grab the template
    $tsql = "SELECT * FROM `{$dbEmailTemplates}` WHERE id={$templateid} LIMIT 1";
    $tresult = mysql_query($tsql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    if (mysql_num_rows($tresult) > 0) $template = mysql_fetch_object($tresult);
    $paramarray = array('incidentid' => $paramarray['incidentid'], 'triggeruserid' => $sit[2]);
    if ($CONFIG['outbound_email_newline'] == 'CRLF')
    {
        $crlf = "\r\n";
    }
    else
    {
        $crlf = "\n";
    }
    $from = replace_specials($template->fromfield, $paramarray);
    $replyto = replace_specials($template->replytofield, $paramarray);
    $ccemail = replace_specials($template->ccfield, $paramarray);
    $bccemail = replace_specials($template->bccfield, $paramarray);
    $toemail = replace_specials($template->tofield, $paramarray);
    $subject = replace_specials($template->subjectfield, $paramarray);
    $body = replace_specials($template->body, $paramarray);
    $extra_headers = "Reply-To: {$replyto}{$crlf}Errors-To: ".user_email($sit[2]) . $crlf;
    $extra_headers .= "X-Mailer: {$CONFIG['application_shortname']} {$application_version_string}/PHP " . phpversion() . "\n";
    $extra_headers .= "X-Originating-IP: {$_SERVER['REMOTE_ADDR']}\n";
    if ($ccemail != '')  $extra_headers .= "CC: $ccemail\n";
    if ($bccemail != '') $extra_headers .= "BCC: $bccemail\n";
    $extra_headers .= "\n"; // add an extra crlf to create a null line to separate headers from body
                        // this appears to be required by some email clients - INL

    // Removed $mailerror as MIME_mail expects 5 args and not 6 of which is it not expect errors
    $mime = new MIME_mail($from, $toemail, html_entity_decode($subject), '', $extra_headers);
    $mime -> attach($body, '', "text-plain; charset={$GLOBALS['i18ncharset']}", $CONFIG['outbound_email_encoding']);

    if (!empty($attach))
    {
        if (empty($attachdesc)) $attachdesc = "Attachment named {$attach}";
        $disp = "attachment; filename=\"{$attach}\"; name=\"{$attach}\";";
        $mime -> fattach($attach, $attachdesc, $attachtype, 'base64', $disp);
    }

    // actually send the email
    $rtnvalue = $mime -> send_mail();
    return $rtnvalue;
}
site_count_incidents ( $  id,
$  open = FALSE 
)

Return the number of incidents ever logged against a site

Author:
Kieran
Parameters:
int$id,.Site ID
boolean$open,.Include only open incidents (FALSE includes all)
Returns:
int.

Definition at line 1662 of file incident.inc.php.

References $count, $dbContacts, $dbIncidents, $id, $result, $sql, and E_USER_WARNING.

{
    global $dbIncidents, $dbContacts;
    $id = intval($id);
    $count = 0;

    $sql = "SELECT COUNT(i.id) FROM `{$dbIncidents}` AS i, `{$dbContacts}` as c ";
    $sql .= "WHERE i.contact = c.id ";
    $sql .= "AND c.siteid='{$id}' ";
    if ($open) $sql .= "AND i.status != ".STATUS_CLOSED;
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    else list($count) = mysql_fetch_row($result);
    mysql_free_result($result);

    return $count;
}
sla_target_content ( $  incidentid,
$  target 
)

Returns the contents of an SLA target update, mostly for problem definition and action plan to pre-fill the close form

Author:
Kieran Hogg
Parameters:
$incidentidint The incident to get the update of
$targetstring The SLA target, initialresponse, probdef etc
Returns:
string The updates of the message, stripped of line breaks

Definition at line 703 of file incident.inc.php.

References $bodytext, $dbUpdates, $incidentid, $result, $sql, $target, clean_dbstring(), clean_int(), and E_USER_WARNING.

{
    $rtn = '';
    global $dbUpdates;
    $incidentid = clean_int($incidentid);
    $target = clean_dbstring($target);

    $sql = "SELECT bodytext FROM `{$dbUpdates}` ";
    $sql .= "WHERE incidentid = '{$incidentid}' ";
    $sql .= "AND sla = '{$target}' ";
    $sql .= "ORDER BY timestamp DESC";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
    list($bodytext) = mysql_fetch_assoc($result);
    $bodytext = str_replace("<hr>", "", $bodytext);
    $rtn .= $bodytext;
    return $rtn;
}
suggest_reassign_userid ( $  incidentid,
$  exceptuserid = 0 
)

Suggest the userid of a suitable person to handle the given incident

Author:
Ivan Lucas
Parameters:
int$incidentid,.An incident ID to suggest a new owner for
int$exceptuserid,.This user ID will not be suggested (e.g. the existing owner)
Returns:
A user ID of the suggested new owner
Return values:
boolFALSE failure.
intThe user ID of the suggested new owner
Note:
Users are chosen randomly in a weighted lottery depending on their avilability and queue status

Definition at line 252 of file incident.inc.php.

References $c, $dbIncidents, $dbUsers, $dbUserSoftware, $incident, $now, $qresult, $qsql, $queue, $result, $sql, $startofsession, $user, $userid, count, E_USER_WARNING, and mysql2date().

Referenced by create_incident_from_incoming().

{
    global $now, $dbUsers, $dbIncidents, $dbUserSoftware, $startofsession;
    $ticket = array();

    $sql = "SELECT product, softwareid, priority, contact, owner FROM `{$dbIncidents}` WHERE id={$incidentid} LIMIT 1";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

    if (!$result)
    {
        $userid = FALSE;
    }
    else
    {
        $incident = mysql_fetch_object($result);
        // If this is a critical incident the user we're assigning to must be online
        if ($incident->priority >= PRIORITY_CRITICAL)
        {
            $req_online = TRUE;
        }
        else
        {
            $req_online = FALSE;
        }

        // Find the users with this skill (or all users)
        if (!empty($incident->softwareid))
        {
            $sql = "SELECT us.userid, u.status, u.lastseen FROM `{$dbUserSoftware}` AS us, `{$dbUsers}` AS u ";
            $sql .= "WHERE u.id = us.userid AND u.status > 0 AND u.accepting='Yes' ";
            if ($exceptuserid > 0) $sql .= "AND u.id != '{$exceptuserid}' ";
            $sql .= "AND softwareid = {$incident->softwareid}";
        }
        else
        {
            $sql = "SELECT id AS userid, status, lastseen FROM `{$dbUsers}` AS u WHERE status > 0 AND u.accepting='Yes' ";
            if ($exceptuserid > 0) $sql .= "AND id != '{$exceptuserid}' ";
        }
        $result = mysql_query($sql);
        if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);

        // Fallback to all users if we have no results from above
        if (mysql_num_rows($result) < 1)
        {
            $sql = "SELECT id AS userid, status, lastseen FROM `{$dbUsers}` AS u WHERE status > 0 AND u.accepting='Yes' ";
            if ($exceptuserid > 0) $sql .= "AND id != '{$exceptuserid}' ";
            $result = mysql_query($sql);
            if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
        }

        while ($user = mysql_fetch_object($result))
        {
            // Get a ticket for being skilled
            // Or in the case we don't know the skill, just get a ticket for accepting
            $ticket[] = $user->userid;

            // Get a ticket for being seen within the current session time
            if (mysql2date($user->lastseen) > $startofsession) $ticket[] = $user->userid;

            // Get two tickets for being marked in-office or working at home
            if ($user->status == USERSTATUS_IN_OFFICE OR $user->status == USERSTATUS_WORKING_FROM_HOME)
            {
                $ticket[] = $user->userid;
                $ticket[] = $user->userid;
            }

            // Get one ticket for being marked at lunch or in meeting
            // BUT ONLY if the incident isn't critical
            if ($incident->priority < PRIORITY_CRITICAL AND ($user->status == USERSTATUS_IN_MEETING OR $user->status == USERSTATUS_AT_LUNCH))
            {
                $ticket[] = $user->userid;
            }

            // Have a look at the users incident queue (owned)
            $qsql = "SELECT id, priority, lastupdated, status, softwareid FROM `{$dbIncidents}` WHERE owner={$user->userid}";
            $qresult = mysql_query($qsql);
            if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
            $queue_size = mysql_num_rows($qresult);
            if ($queue_size > 0)
            {
                $queued_critical = 0;
                $queued_high = 0;
                $queue_lastupdated = 0;
                $queue_samecontact = FALSE;
                while ($queue = mysql_fetch_object($qresult))
                {
                    if ($queue->priority == PRIORITY_HIGH) $queued_high++;
                    if ($queue->priority >= PRIORITY_CRITICAL) $queued_critical++;
                    if ($queue->lastupdated > $queue_lastupdated) $queue_lastupdated = $queue->lastupdated;
                    if ($queue->contact == $incident->contact) $queue_samecontact = TRUE;
                }
                // Get one ticket for your queue being updated in the past 4 hours
                if ($queue_lastupdated > ($now - 14400)) $ticket[] = $user->userid;

                // Get two tickets for dealing with the same contact in your queue
                if ($queue_samecontact == TRUE)
                {
                    $ticket[] = $user->userid;
                    $ticket[] = $user->userid;
                }

                // Get one ticket for having five or less incidents
                if ($queue_size <= 5) $ticket[] = $user->userid;

                // Get up to three tickets, one less ticket for each critical incident in queue
                for ($c = 1; $c < (3 - $queued_critical); $c++)
                {
                    $ticket[] = $user->userid;
                }

                // Get up to three tickets, one less ticket for each high priority incident in queue
                for ($c = 1; $c < (3 - $queued_high); $c++)
                {
                    $ticket[] = $user->userid;
                }
            }
            else
            {
                // Get one ticket for having an empty queue
                $ticket[] = $user->userid;
            }
        }

        // Do the lottery - "Release the balls"
        $numtickets = count($ticket) - 1;
        // Ensure we return a failure if we have a negative amount of tickets
        if ($numtickets < 0)
        {
            return FALSE;
        }
        $rand = mt_rand(0, $numtickets);
        $userid = $ticket[$rand];
    }
    if (empty($userid)) $userid = FALSE;
    return $userid;
}
target_type_name ( $  targettype)

Convert an SLA target type to a readable SLA target name

Parameters:
string$targettype
Return values:
stringTarget type readable name

Definition at line 1299 of file incident.inc.php.

{
    switch ($targettype)
    {
        case 'opened':
            $name = $GLOBALS['strOpened'];
            break;
        case 'initialresponse':
            $name = $GLOBALS['strInitialResponse'];
            break;
        case 'probdef':
            $name = $GLOBALS['strProblemDefinition'];
            break;
        case 'actionplan':
            $name = $GLOBALS['strActionPlan'];
            break;
        case 'solution':
            $name = $GLOBALS['strResolutionReprioritisation'];
            break;
        case 'closed':
            $name = '';
            break;
        case 'regularcontact':
            $name = '';
            break; // Contact Customer
        default:
            $name = '';
            break;
    }
    return $name;
}
update ( $  update)

Gets update details

This function emulates a SQL query to the update table while abstracting SQL details

Parameters:
int$updateID of the update
Returns:
object an object containing all parameters contained in the table
Author:
Kieran Hogg

Definition at line 228 of file incident.inc.php.

References $dbUpdates, $result, $sql, and E_USER_ERROR.

Referenced by get_and_display(), and get_checks().

{
    global $dbUpdates;

    $update = intval($update);
    $sql = "SELECT * FROM `{$dbUpdates}` WHERE id = '{$update}'";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
    $row = mysql_fetch_object($result);
    return $row;
}

Variable Documentation

if(realpath(__FILE__)==realpath($_SERVER['SCRIPT_FILENAME']))

Definition at line 12 of file incident.inc.php.