contact_support.php

<?php
// contact_support.php
//
// 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!   4Nov05
// 24Apr02 INL Fixed a divide by zero bug

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
$id = clean_int($_REQUEST['id']);
$mode = clean_fixed_list($_REQUEST['mode'], array('','site'));
if (!empty($_REQUEST['start'])) $start = strtotime($_REQUEST['start']);
else $start = 0;
if (!empty($_REQUEST['end'])) $end = strtotime($_REQUEST['end']);
else $end = 0;
$status = $_REQUEST['status'];

function context_menu()
{
    global $id, $mode;

    $menu = "<p class='contextmenu' align='center'>{$GLOBALS['strDisplay']}: ";
    $menu .= "<a href=\"{$_SERVER['PHP_SELF']}?id={$id}&amp;mode={$mode}&amp;status=open\">{$GLOBALS['strShowOpenIncidents']}</a> | ";
    $menu .= "<a href=\"{$_SERVER['PHP_SELF']}?id={$id}&amp;mode={$mode}&amp;status=closed\">{$GLOBALS['strShowClosedIncidents']}</a> | ";
    $menu .= "<a href=\"{$_SERVER['PHP_SELF']}?id={$id}&amp;mode={$mode}\">{$GLOBALS['strAll']}</a>";
    $menu .= "</p>";

    return $menu;
}

include (APPLICATION_INCPATH . 'htmlheader.inc.php');

if ($mode == 'site') echo "<h2>".site_name($id)."</h2>";
else echo "<h2>".contact_realname($id)."</h2>";

echo "<h3>{$strAllIncidents}</h3>";

echo context_menu();

echo "<table class='maintable'>";
echo "<tr>";
echo "<th>{$strIncidentID}</th>";
echo "<th>{$strTitle}</th>";
if ($mode == 'site') echo "<th>{$strContact}</th>";
echo "<th>{$strProduct}</th>";
echo "<th>{$strStatus}</th>";
echo "<th>{$strEngineer}</th>";
echo "<th>{$strOpened}</th>";
echo "<th>{$strClosed}</th>";
echo "<th>{$strDuration}</th>";
echo "<th>{$strSLA}</th>";
echo "</tr>";
$shade = 'shade1';
$totalduration = 0;
$countclosed = 0;
$countincidents = 0;
$countextincidents = 0;
$countslaexceeded = 0;
$productlist = array();
$softwarelist = array();
if ($mode == 'site') $contactlist = array();

if ($mode == 'site')
{
    $sql = "SELECT *, (closed - opened) AS duration_closed, i.id AS incidentid ";
    $sql .= "FROM `{$dbIncidents}` AS i, `{$dbContacts}` AS c ";
    $sql .= "WHERE i.contact = c.id ";
    if (!empty($id) AND $id != 'all') $sql .= "AND c.siteid = {$id} ";
    if ($status == 'open') $sql .= "AND i.status != 2 ";
    elseif ($status == 'closed') $sql .= "AND i.status = 2 ";
    if ($start > 0) $sql .= "AND opened >= {$start} ";
    if ($end > 0) $sql .= "AND opened <= {$end} ";
    $sql .= "ORDER BY opened DESC";
}
else
{
    $sql = "SELECT *, (closed - opened) AS duration_closed, i.id AS incidentid ";
    $sql .= "FROM `{$dbIncidents}` AS i WHERE ";
    $sql .= "contact='$id' ";
    if ($status == 'open') $sql .= "AND i.status!=2 ";
    elseif ($status == 'closed') $sql .= "AND i.status=2 ";
    $sql .= "ORDER BY opened DESC";
}
$result = mysqli_query($db, $sql);
if (mysqli_error($db)) trigger_error(mysqli_error($db),E_USER_WARNING);

while ($row = mysqli_fetch_object($result))
{
    $targetmet = TRUE;
    if ($row->status == 2) $shade = 'expired';
    else $shade = 'shade1';
    echo "<tr class='{$shade}'>";
    echo "<td><a href=\"javascript:incident_details_window('{$row->incidentid}', 'sit_popup')\">".get_userfacing_incident_id($row->incidentid)."</a></td>";
    // title
    echo "<td>";
    if (trim($row->title) != '') $linktext = $row->title;
    else $linktext = $strUntitled;

    if (trim($row->title) !='') echo $row->title;
    else echo $strUntitled;;

    echo "</td>";
    if ($mode == 'site')
    {
        $contactrealname = contact_realname($row->contact);
        echo "<td>{$contactrealname}</td>";
        if ($mode == 'site')
        {
            if (!array_key_exists($contactrealname, $contactlist)) $contactlist[$contactrealname] = 1;
            else $contactlist[$contactrealname]++;
        }
    }
    echo "<td>".product_name($row->product)."</td>";
    if ($row->status == 2) echo "<td>{$strClosed}, ".closingstatus_name($row->closingstatus)."</td>";
    else echo "<td>".incidentstatus_name($row->status)."</td>";
    echo "<td>".user_realname($row->owner,TRUE)."</td>";
    echo "<td>".ldate($CONFIG['dateformat_date'],$row->opened)."</td>";
    if ($row->closed > 0)
    {
        echo "<td>".ldate($CONFIG['dateformat_date'], $row->closed)."</td>";
        echo "<td>".format_seconds($row->duration_closed)."</td>";
    }
    else echo "<td colspan='2'>-</td>";
    echo "<td>";
    $slahistory = incident_sla_history($row->incidentid);
    if (is_array($slahistory))
    {
        foreach ($slahistory AS $history)
        {
            if ($history['targetmet'] == FALSE) $targetmet = FALSE;
        }

        if ($targetmet == TRUE)
        {
            echo $strMet;
        }
        else
        {
            $countslaexceeded++;
            echo $strExceeded;
        }
    }
    else
    {
        echo $strNoSLA;
    }
    echo "</td>";

    if (!array_key_exists($row->product, $productlist)) $productlist[$row->product] = 1;
    else $productlist[$row->product]++;

    if (!array_key_exists($row->softwareid, $softwarelist)) $softwarelist[$row->softwareid] = 1;
    else $softwarelist[$row->softwareid]++;

    $countincidents++;
    if (!empty($row->externalid)) $countextincidents++;
    if ($row->duration_closed >= 1)
    {
        $totalduration = $totalduration + $row->duration_closed;
        $countclosed++;
    }
    echo "</tr>\n";
}

echo "</table>\n";

if (mysqli_num_rows($result) >= 1 && $countclosed >= 1)
{
    echo "<p align='center'>{$strAverageIncidentDuration}: ".format_seconds($totalduration/$countclosed)."</p>";
}

echo context_menu();

$countproducts = array_sum($productlist);
if ($mode == 'site') $countcontacts = array_sum($contactlist);

if ($countproducts >= 1 OR $contactcontacts >= 1)
{
    foreach ($productlist AS $product => $quantity)
    {
        $productpercentage = number_format($quantity * 100 / $countproducts, 1);
        $productlegends[] = urlencode(product_name($product)." ({$productpercentage}%)");
    }

    foreach ($softwarelist AS $software => $quantity)
    {
        $softwarepercentage = number_format($quantity * 100 / $countproducts, 1);
        $softwarelegends[] = urlencode(software_name($software)." ({$softwarepercentage}%)");
    }

    if ($mode == 'site')
    {
        foreach ($contactlist AS $contact => $quantity)
        {
            $contactpercentage = number_format($quantity * 100 / $countcontacts, 1);
            $contactlegends[] = urlencode("$contact ({$contactpercentage}%)");
        }
    }

    if (extension_loaded('gd'))
    {
        // Incidents by product chart
        $data = implode('|',$productlist);
        $keys = array_keys($productlist);
        $legends = implode('|', $productlegends);
        $title = urlencode("{$strIncidents}: {$strByProduct}");
        //$data="1,2,3";
        echo "<div style='text-align:center;'>";
        echo "<img src='chart.php?type=pie&data={$data}&legends={$legends}&title={$title}' />";
        echo "</div>";

        // Incidents by skill chart
        $data = implode('|',$softwarelist);
        $keys = array_keys($softwarelist);
        $legends = implode('|', $softwarelegends);
        $title = urlencode("{$strIncidents}: {$strBySkill}");
        //$data="1,2,3";
        echo "<div style='text-align:center;'>";
        echo "<img src='chart.php?type=pie&data={$data}&legends={$legends}&title={$title}' />";
        echo "</div>";


        if ($mode == 'site')
        {
            // Incidents by contacts chart
            $data = implode('|',$contactlist);
            $keys = array_keys($contactlist);
            $legends = implode('|', $contactlegends);
            $title = urlencode("{$strIncidents}: {$strByContact}");
            //$data="1,2,3";
            echo "<div style='text-align:center;'>";
            echo "<img src='chart.php?type=pie&data={$data}&legends={$legends}&title={$title}' />";
            echo "</div>";
        }

        // Escalation chart
        $countinternalincidents = ($countincidents - $countextincidents);
        $externalpercent = number_format(($countextincidents / $countincidents * 100),1);
        $internalpercent = number_format(($countinternalincidents / $countincidents * 100),1);
        $data = "$countinternalincidents|$countextincidents";
        $keys = "a|b";
        $legends = "{$strNotEscalated} ({$internalpercent}%)|{$strEscalated} ({$externalpercent}%)";
        $title = urlencode("{$strIncidents}: {$strByEscalation}");
        echo "<div style='text-align:center;'>";
        echo "<img src='chart.php?type=pie&data={$data}&legends={$legends}&title={$title}' />";
        echo "</div>";

        // SLA chart
        $countslamet = ($countincidents - $countslaexceeded);
        $metpercent = number_format(($countslamet / $countincidents * 100), 1);
        $exceededpercent = number_format(($countslaexceeded / $countincidents * 100), 1);
        $data = "$countslamet|$countslaexceeded";
        $keys = "a|b";
        $legends = "{$strMet} ({$metpercent}%)|{$strExceeded} ({$exceededpercent}%)";
        $title = urlencode($strSLAPerformance);
        echo "<div style='text-align:center;'>";
        echo "<img src='chart.php?type=pie&data={$data}&legends={$legends}&title={$title}' />";
        echo "</div>";
    }
}

include (APPLICATION_INCPATH . 'htmlfooter.inc.php');
?>