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incidents.php
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incidents.php
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<?php
// incidents.php - Main Incidents Queue Display
//
// SiT (Support Incident Tracker) - Support call tracking system
// Copyright (C) 2010-2014 The Support Incident Tracker Project
// Copyright (C) 2000-2009 Salford Software Ltd. and Contributors
//
// This software may be used and distributed according to the terms
// of the GNU General Public License, incorporated herein by reference.
//
// Author: Ivan Lucas <ivanlucas[at]users.sourceforge.net>
// This Page Is Valid XHTML 1.0 Transitional! 31Oct05
require ('core.php');
$permission = PERM_INCIDENT_LIST; // View Incidents
require (APPLICATION_LIBPATH . 'functions.inc.php');
// This page requires authentication
require (APPLICATION_LIBPATH . 'auth.inc.php');
// External variables
$type = cleanvar($_REQUEST['type']);
if (cleanvar($_REQUEST['user']) == 'current' or empty($_REQUEST['user'])) $user = clean_int($sit[2]);
else $user = cleanvar($_REQUEST['user']);
$softwareid = clean_int(@$_REQUEST['softwareid']);
$queue = clean_int($_REQUEST['queue']);
$sort = clean_fixed_list(@$_REQUEST['sort'], array('','id','title','contact','priority','status','lastupdated','duration','nextaction'));
$order = clean_fixed_list(@$_REQUEST['order'], array('','a','d','ASC','DESC'));
$maintexclude = cleanvar(@$_REQUEST['maintexclude']);
$title = $strIncidentsList;
// Defaults
if (empty($type)) $type = 'support';
if (empty($sort)) $sort = 'priority';
if (empty($queue)) $queue = 1;
$refresh = $_SESSION['userconfig']['incident_refresh'];
if ($user == 'current' OR $user == $_SESSION['userid'])
{
$rssfeedurl = "incidents_rss.php?c=".md5($_SESSION['username'] . md5($CONFIG['db_password']));
$rssfeedtitle = $strIncidents;
}
include (APPLICATION_INCPATH . 'htmlheader.inc.php');
// Extract escalation paths
$epsql = "SELECT id, name, track_url, home_url, url_title FROM `{$dbEscalationPaths}`";
$epresult = mysqli_query($db, $epsql);
if (mysqli_error($db)) trigger_error(mysqli_error($db),E_USER_WARNING);
if (mysqli_num_rows($epresult) >= 1)
{
while ($escalationpath = mysqli_fetch_object($epresult))
{
$epath[$escalationpath->id]['name'] = $escalationpath->name;
$epath[$escalationpath->id]['track_url'] = $escalationpath->track_url;
$epath[$escalationpath->id]['home_url'] = $escalationpath->home_url;
$epath[$escalationpath->id]['url_title'] = $escalationpath->url_title;
}
}
// Generic bit of SQL, common to both queue types
$selectsql = "SELECT i.id, escalationpath, externalid, title, i.owner, towner, priority, status, closingstatus, siteid, s.name AS site, c.id AS contactid, forenames, surname, ";
$selectsql .= "IF(c.phone IS NULL, s.telephone, c.phone) AS phone, IF(c.email IS NULL, s.email, c.email) AS email, i.maintenanceid, ";
$selectsql .= "servicelevel, softwareid, lastupdated, timeofnextaction, ";
$selectsql .= "(timeofnextaction - {$now}) AS timetonextaction, opened, ({$now} - opened) AS duration, closed, (closed - opened) AS duration_closed, type, ";
$selectsql .= "({$now} - lastupdated) AS timesincelastupdate, i.customerid ";
$selectsql .= "FROM `{$dbIncidents}` AS i, `{$dbContacts}` AS c, `{$dbPriority}` AS pr, `{$dbSites}` AS s ";
$selectsql .= "WHERE contact = c.id AND i.priority = pr.id AND c.siteid = s.id ";
echo "<div id='incidentqueues'>";
switch ($type)
{
case 'support':
// Create SQL for chosen queue
// If you alter this SQL also update the function user_activeincidents($id)
// If the user is passed as a username lookup the userid
if (!is_numeric($user) AND $user != 'current' AND $user != 'all')
{
$usql = "SELECT id FROM `{$dbUsers}` WHERE username='{$user}' LIMIT 1";
$uresult = mysqli_query($db, $usql);
if (mysqli_error($db)) trigger_error(mysqli_error($db), E_USER_WARNING);
if (mysqli_num_rows($uresult) >= 1) list($user) = mysqli_fetch_row($uresult);
else $user = $sit[2]; // force to current user if username not found
}
$sql = "{$selectsql} AND i.owner > 0 "; // We always need to have an owner which is not sit
if ($user != 'all') $sql .= "AND (i.owner='{$user}' OR i.towner='{$user}') ";
if (!empty($softwareid)) $sql .= "AND softwareid='{$softwareid}' ";
if (!empty($maintexclude)) $sql .= "AND i.maintenanceid != '{$maintexclude}' ";
echo "<h2>".icon('support', 32, $strSupport)." ";
if ($user != 'all')
{
echo sprintf($strUserIncidents, user_realname($user, TRUE)).": ";
}
else
{
echo "{$strViewingAllIncidents}: ";
}
switch ($queue)
{
case QUEUE_ACTION_NEEDED:
echo "<span class='actionqueue'>{$strActionNeeded}</span>";
$sql .= "AND (status!='2') "; // not closed
// the "1=2" obviously false else expression is to prevent records from showing unless the IF condition is true
$sql .= "AND ((timeofnextaction > 0 AND timeofnextaction < {$now}) OR ";
if ($user != 'all') $sql .= "(status='5' AND towner={$user}) OR ";
$sql .= "(IF ((status >= 5 AND status <=8), ({$now} - lastupdated) > ({$CONFIG['regular_contact_days']} * 86400), 1=2 ) "; // awaiting
$sql .= "OR IF (status='1' OR status='3' OR status='4', 1=1 , 1=2) "; // active, research, left message - show all
$sql .= ") AND timeofnextaction < {$now} ) ";
break;
case QUEUE_WAITING:
echo "<span class='waitingqueue'>{$strWaiting}</span>";
$sql .= "AND ((status >= 4 AND status <= 8) OR (timeofnextaction > 0 AND timeofnextaction > {$now})) ";
break;
case QUEUE_ALL_OPEN:
echo "<span class='openqueue'>{$strAllOpen}</span>";
$sql .= "AND status!='2' ";
break;
case QUEUE_ALL_CLOSED:
echo "<span class='closedqueue'>{$strAllClosed}</span>";
$sql .= "AND status='2' ";
if ($CONFIG['hide_closed_incidents_older_than'] > -1 AND $_GET['show'] != 'all')
{
$old = $now - ($CONFIG['hide_closed_incidents_older_than'] * 86400);
$sql .= "AND closed >= {$old} ";
}
break;
default:
trigger_error("Invalid queue ($queue) on query string", E_USER_NOTICE);
break;
}
echo "</h2>\n";
plugin_do('incidents');
if (!empty($sort))
{
if ($order == 'a' OR $order == 'ASC') $sortorder = "ASC";
else $sortorder = "DESC";
switch ($sort)
{
case 'id':
$sql .= " ORDER BY id {$sortorder}";
break;
case 'title':
$sql .= " ORDER BY title {$sortorder}";
break;
case 'contact':
$sql .= " ORDER BY c.surname {$sortorder}, c.forenames {$sortorder}";
break;
case 'priority':
$sql .= " ORDER BY priority {$sortorder}, lastupdated ASC";
break;
case 'status':
$sql .= " ORDER BY status {$sortorder}";
break;
case 'lastupdated':
$sql .= " ORDER BY lastupdated {$sortorder}";
break;
case 'duration':
$sql .= " ORDER BY duration {$sortorder}";
break;
case 'nextaction':
$sql .= " ORDER BY timetonextaction {$sortorder}";
break;
default:
$sql .= " ORDER BY priority DESC, lastupdated ASC";
break;
}
}
$result = mysqli_query($db, $sql);
if (mysqli_error($db)) trigger_error("MySQL Query Error ".mysqli_error($db), E_USER_WARNING);
$rowcount = mysqli_num_rows($result);
// Toggle Sorting Order
if ($sortorder == 'ASC')
{
$newsortorder = 'DESC';
}
else
{
$newsortorder = 'ASC';
}
// build querystring for hyperlinks
$querystring = "?user={$user}&queue={$queue}&type={$type}&";
// show drop down of incident status
echo "<form action='{$_SERVER['PHP_SELF']}'>";
echo "{$strQueue}: <select class='dropdown' name='queue' onchange='window.location.href=this.options[this.selectedIndex].value'>\n";
echo "<option ";
if ($queue == QUEUE_ACTION_NEEDED) echo "selected='selected' ";
echo "value='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=".QUEUE_ACTION_NEEDED."'>{$strActionNeeded}</option>\n";
echo "<option ";
if ($queue == QUEUE_WAITING) echo "selected='selected' ";
echo "value='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=".QUEUE_WAITING."'>{$strWaiting}</option>\n";
echo "<option ";
if ($queue == QUEUE_ALL_OPEN) echo "selected='selected' ";
echo "value='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=".QUEUE_ALL_OPEN."'>{$strAllOpen}</option>\n";
if ($user != 'all')
{
echo "<option ";
if ($queue == QUEUE_ALL_CLOSED) echo "selected='selected' ";
echo "value='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=".QUEUE_ALL_CLOSED."'>{$strAllClosed}</option>\n";
}
echo "</select>\n";
echo "</form>";
if ($queue == QUEUE_ALL_CLOSED AND $CONFIG['hide_closed_incidents_older_than'] != -1 AND $_GET['show'] != 'all')
{
echo "<p class='info'>".sprintf($strHidingIncidentsOlderThan, $CONFIG['hide_closed_incidents_older_than']);
echo " - <a href='{$_SERVER['PHP_SELF']}?{$_SERVER['QUERY_STRING']}&show=all'>{$strShowAll}</a></p>";
}
elseif ($queue == QUEUE_ALL_CLOSED AND $CONFIG['hide_closed_incidents_older_than'] != -1)
{
echo "<p class='info'>{$strShowingAllClosedIncidents} - ";
echo "<a href='{$_SERVER['PHP_SELF']}?user={$user}&type={$type}&queue=".QUEUE_ALL_CLOSED."'>";
echo sprintf($strOnlyShowNewerThan, $CONFIG['hide_closed_incidents_older_than'])."</a></p>";
}
if (!empty($softwareid)) echo "<p align='center'>".sprintf($strFilterActiveOnlyShowingIncidentsForX, software_name($softwareid))."</p>";
if ($user == 'all') echo "<p align='center'>".sprintf($strThereAreXIncidentsInThisList, $rowcount)."</p>";
else echo "<br />";
// Print message if no incidents were listed
if (mysqli_num_rows($result) >= 1)
{
// Incidents Table
include (APPLICATION_INCPATH . 'incidents_table.inc.php');
}
else
{
echo "<p class='info'>{$strNoIncidents}</p>";
}
if (($user == 'all') AND (count($rowcount) > 20)) echo "<p align='center'>".sprintf($strThereAreXIncidentsInThisList, $rowcount)."</p>";
plugin_do('incidents_content_between_my_and_expertise'); // hack
// *********************************************************
// EXPERTISE QUEUE
// ***
// if ($user == 'current') $user = $sit[2];
// Create SQL for chosen queue
$sql = "{$selectsql} AND i.owner!='{$user}' AND towner!='{$user}' AND i.owner > 0 ";
$sql .= "AND softwareid IN (SELECT softwareid FROM `{$dbUserSoftware}` WHERE userid='{$user}') ";
if ($user != 'all')
{
switch ($queue)
{
case QUEUE_ACTION_NEEDED:
echo "<h2>{$strOtherIncidents}: <span class='actionqueue'>{$strActionNeeded}</span>".help_link("OtherIncidents")."</h2>\n";
$sql .= "AND (status!='2') "; // not closed
// the "1=2" obviously false else expression is to prevent records from showing unless the IF condition is true
$sql .= "AND ((timeofnextaction > 0 AND timeofnextaction < {$now}) OR ";
$sql .= "(IF ((status >= 5 AND status <=8), ({$now} - lastupdated) > ({$CONFIG['regular_contact_days']} * 86400), 1=2 ) "; // awaiting
$sql .= "OR IF (status='1' OR status='3' OR status='4', 1=1 , 1=2) "; // active, research, left message - show all
$sql .= ") AND timeofnextaction < {$now} ) ";
// outstanding
break;
case QUEUE_WAITING:
echo "<h2>{$strOtherIncidents}: <span class='waitingqueue'>{$strWaiting}</span></h2>\n";
$sql .= "AND ((status >= 4 AND status <= 8) OR (timeofnextaction > 0 AND timeofnextaction > {$now})) ";
break;
case QUEUE_ALL_OPEN:
echo "<h2>{$strOtherIncidents}: <span class='openqueue'>{$strAllOpen}</span></h2>\n";
echo "</h2><hr /><br />";
$sql .= "AND status!='2' ";
break;
case QUEUE_ALL_CLOSED:
echo "<h2>{$strOtherIncidents}: <span class='closedqueue'>{$strAllClosed}</span></h2>\n";
echo "</h2><hr /><br />";
$sql .= "AND status='2' ";
if ($CONFIG['hide_closed_incidents_older_than'] > -1 AND $_GET['show'] != 'all')
{
$old = $now - ($CONFIG['hide_closed_incidents_older_than'] * 86400);
$sql .= "AND closed >= {$old} ";
}
break;
default:
trigger_error("Invalid queue ({$queue}) on query string", E_USER_NOTICE);
break;
}
// Create SQL for Sorting
switch ($sort)
{
case 'id':
$sql .= " ORDER BY id {$sortorder}";
break;
case 'title':
$sql .= " ORDER BY title {$sortorder}";
break;
case 'contact':
$sql .= " ORDER BY c.surname {$sortorder}, c.forenames {$sortorder}";
break;
case 'priority':
$sql .= " ORDER BY priority {$sortorder}, lastupdated ASC";
break;
case 'status':
$sql .= " ORDER BY status {$sortorder}";
break;
case 'lastupdated':
$sql .= " ORDER BY lastupdated {$sortorder}";
break;
case 'duration':
$sql .= " ORDER BY duration {$sortorder}";
break;
case 'nextaction':
$sql .= " ORDER BY timetonextaction {$sortorder}";
break;
default:
$sql .= " ORDER BY priority DESC, lastupdated ASC";
break;
}
$result = mysqli_query($db, $sql);
if (mysqli_error($db)) trigger_error("MySQL Query Error ".mysqli_error($db), E_USER_WARNING);
$rowcount = mysqli_num_rows($result);
// expertise incident listing goes here
// Print message if no incidents were listed
if ($rowcount >= 1)
{
// Incidents Table
include (APPLICATION_INCPATH . 'incidents_table.inc.php');
}
else
{
echo "<p class='info'>{$strNoIncidents}</p>";
}
// end of expertise queue
// ***
}
echo "</div>";
}
include (APPLICATION_INCPATH . 'htmlfooter.inc.php');
?>