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<?php
// incident_service_levels.php - Display sla status
//
// 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>
require ('core.php');
$permission = PERM_INCIDENT_LIST; // View Incidents
require (APPLICATION_LIBPATH . 'functions.inc.php');
require (APPLICATION_LIBPATH . 'auth.inc.php');
$incidentid = clean_int($_REQUEST['id']);
$id = $incidentid;
$title = $strServiceLevels;
include (APPLICATION_INCPATH . 'incident_html_top.inc.php');
// Retrieve incident
// extract incident details
$sql = "SELECT *, i.id AS incidentid, ";
$sql .= "c.id AS contactid ";
$sql .= "FROM `{$dbIncidents}` AS i, `{$dbContacts}` AS c ";
$sql .= "WHERE (i.id='{$incidentid}' AND i.contact = c.id) ";
$sql .= " OR i.contact=NULL ";
$result = mysql_query($sql);
if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
$incident = mysql_fetch_object($result);
$site_name = site_name($incident->siteid);
$product_name = product_name($incident->product);
if ($incident->softwareid > 0) $software_name = software_name($incident->softwareid);
$servicelevel_tag = $incident->servicelevel;
if ($servicelevel_tag == '')
{
$servicelevel_tag = maintenance_servicelevel_tag($incident->maintenanceid);
}
$opened_for = format_seconds(time() - $incident->opened);
echo "<h2>".icon('sla', 32)." ";
echo "{$strServiceHistory}</h2>";
echo "<p align='center'>{$strServiceLevel}: {$servicelevel_tag}</p>";
// Create an array containing the service level history
$slahistory = incident_sla_history($incidentid);
if (count($slahistory) >= 1)
{
echo "<table class='maintable'>";
echo "<tr><th>{$strEvent}</th><th>{$strUser}</th><th>{$strTarget}</th><th>{$strActual}</th><th>{$strDateAndTime}</th></tr>\n";
foreach ($slahistory AS $history)
{
if (empty($history['targetsla'])) break; // Skip any empty SLA history
if ($history['targetmet'] == FALSE)
{
$class = 'critical';
}
else
{
$class = 'shade2';
}
echo "<tr class='{$class}'>";
echo "<td>";
echo icon($slatypes[$history['targetsla']]['icon'], 16)." ";
echo target_type_name($history['targetsla'])."</td>";
echo "<td>";
if (!empty($history['userid']))
{
echo user_realname($history['userid'], TRUE);
}
echo "</td>";
echo "<td>".format_workday_minutes($history['targettime'])."</td>";
echo "<td>";
if ($history['timestamp'] == 0)
{
echo "<em>";
}
echo format_workday_minutes($history['actualtime']);
if ($history['timestamp'] == 0)
{
echo "</em>";
}
echo "</td>";
echo "<td>";
if ($history['timestamp'] > 0)
{
echo ldate($CONFIG['dateformat_datetime'],$history['timestamp']);
}
echo "</td>";
}
echo "</table>\n";
}
else
{
echo user_alert($strNothingToDisplay, E_USER_NOTICE);
}
//start status summary
$sql = "SELECT u.id AS updatesid, incidentid, userid, type, timestamp, currentstatus, is.id, is.name AS name ";
$sql .= "FROM `{$dbUpdates}` AS u, `{$dbIncidentStatus}` AS `is` ";
$sql .= " WHERE incidentid = '{$incidentid}' ";
$sql .= " AND u.currentstatus = is.id ";
$sql .= " ORDER BY timestamp ASC";
$result = mysql_query($sql);
if (mysql_error()) trigger_error(mysql_error(), E_USER_WARNING);
if (mysql_num_rows($result) > 0)
{
$updatearray = array();
$last = -1;
$laststatus;
while ($row = mysql_fetch_object($result))
{
$updatearray[$row->currentstatus]['name'] = $row->name;
if ($last == -1)
{
$updatearray[$row->currentstatus]['time'] = 0;
}
else
{
$updatearray[$laststatus]['time'] += 60 * calculate_incident_working_time($row->incidentid, $last, $row->timestamp, array(2,7));
}
$laststatus = $row->currentstatus;
$last = $row->timestamp;
}
if ($incident->status == 7 OR $incident->status == 2)
{
$end = $incident->closed;
}
else
{
$end = $now;
}
$publicholidays = get_public_holidays($incident->opened, $end);
//calculate the last update
$updatearray[$laststatus]['time'] += 60 * calculate_working_time($last, time(), $publicholidays);
if (extension_loaded('gd'))
{
echo "<h3>{$strStatusSummary}</h3>";
$data = array();
$legends;
foreach ($updatearray as $row)
{
array_push($data, $row['time']);
$legends .= $GLOBALS[$row['name']]."|";
}
$data = implode('|',$data);
$title = urlencode($strStatusSummary);
echo "<div style='text-align:center;'>";
echo "<img src='chart.php?type=pie&data={$data}&legends={$legends}&title={$title}&unit=seconds' />";
echo "</div>";
}
else
{
echo "<table class='maintable'>";
echo "<tr><th>{$strStatus}</th><th>{$strTime}</th></tr>\n";
foreach ($updatearray as $row)
{
echo "<tr><td>".$row['name']. "</td><td>".format_seconds($row['time'])."</td></tr>";
}
echo '</table>';
}
}
include (APPLICATION_INCPATH . 'incident_html_bottom.inc.php');
?>
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