// If POP3 fetching is active, no user should have the same email address
if ($hesk_settings['pop3'] && hesk_validateEmail($hesk_settings['pop3_user'], 'ERR', 0)) {
$res = hesk_dbQuery("SELECT `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `email` LIKE '".hesk_dbEscape($hesk_settings['pop3_user'])."'");
// If IMAP fetching is active, no user should have the same email address
if ($hesk_settings['imap'] && hesk_validateEmail($hesk_settings['imap_user'], 'ERR', 0)) {
$res = hesk_dbQuery("SELECT `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `email` LIKE '".hesk_dbEscape($hesk_settings['imap_user'])."'");
$res = hesk_dbQuery("SELECT `id`,`user`,`name`,`email`,`isadmin`,`categories`,`notify_assigned` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `id`='{$owner}' LIMIT 1");
if ($owner_data['isadmin'] || in_array($ticket['category'],$owner_data['categories'])) {
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `owner`={$owner}, `assignedby`=".intval($_SESSION['id'])." WHERE `id`={$this_id} LIMIT 1");
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `id`,`trackid`,`name`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' AND ".hesk_myOwnership()." LIMIT 1");
$res2 = hesk_dbQuery("SELECT `id`,`name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` ORDER BY `id` ASC");
while ($row=hesk_dbFetchAssoc($res2)) {
$admins[$row['id']]=$row['name'];
}
}
// List of categories
$hesk_settings['categories'] = array();
$res2 = hesk_dbQuery('SELECT `id`, `name` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'categories` WHERE ' . hesk_myCategories('id') . ' ORDER BY `cat_order` ASC');
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `t1`.* , `ticketStatus`.`IsClosed` AS `isClosed`, `ticketStatus`.`Key` AS `statusKey`, `t2`.name AS `repliername`
FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` AS `t1` LEFT JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` AS `t2` ON `t1`.`replierid` = `t2`.`id`
INNER JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` AS `ticketStatus` ON `t1`.`status` = `ticketStatus`.`ID`
WHERE `t1`.`id`='{$this_id}' LIMIT 1");
if (hesk_dbNumRows($result) != 1) {
continue;
}
$ticket = hesk_dbFetchAssoc($result);
// Check that we have proper permissions to view this ticket
'<aname="Add article to '.$cat['name'].'"href="manage_knowledgebase.php?a=add_article&catid='.$my.'"onclick="document.getElementById(\'option'.$j.'\').selected=true;return true;"><iclass="fa fa-plus font-size-16p green"></i></a> '
.'<aname="Add sub to '.$cat['name'].'"href="manage_knowledgebase.php?a=add_category&parent='.$my.'"onclick="document.getElementById(\'option'.$j.'_2\').selected=true;return true;"><iclass="fa fa-caret-right font-size-16p blue"></i></a> '
@ -161,7 +161,38 @@ if ($action = hesk_REQUEST('a')) {
?>
<divclass="content-wrapper">
<sectionclass="content">
<?phphesk_handle_messages();?>
<?php
hesk_handle_messages();
// If POP3 fetching is active, no user should have the same email address
if ($hesk_settings['pop3'] && hesk_validateEmail($hesk_settings['pop3_user'], 'ERR', 0)) {
$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `email` LIKE '".hesk_dbEscape($hesk_settings['pop3_user'])."'");
if (hesk_dbNumRows($res) > 0) {
while ($myuser = hesk_dbFetchAssoc($res)) {
if (compare_user_permissions($myuser['id'], $myuser['isadmin'], explode(',', $myuser['categories']) , explode(',', $myuser['heskprivileges']))) {
// If IMAP fetching is active, no user should have the same email address
if ($hesk_settings['imap'] && hesk_validateEmail($hesk_settings['imap_user'], 'ERR', 0)) {
$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `email` LIKE '".hesk_dbEscape($hesk_settings['imap_user'])."'");
if (hesk_dbNumRows($res) > 0) {
while ($myuser = hesk_dbFetchAssoc($res)) {
if (compare_user_permissions($myuser['id'], $myuser['isadmin'], explode(',', $myuser['categories']) , explode(',', $myuser['heskprivileges']))) {
background:#fff;/* Adding a background makes the dropdown work properly in IE7+. Make this as close to your page's background as possible (i.e. white page == white background). */
background:rgba(255,255,255,0);/* But! Let's make the background fully transparent where we can, we don't actually want to see it if we can help it... */
list-style:none;
position:absolute;
left:-9999px;/* Hide off-screen when not needed (this is more accessible than display:none;) */
z-index:5;
padding-left:0px;
padding-top:2px;
}
#hesk_navulli{
padding-top:1px;/* Introducing a padding between the li and the a give the illusion spaced items */
float:none;
}
#hesk_navula{
white-space:nowrap;/* Stop text wrapping and creating multi-line dropdown items */
padding:8px14px;
}
#hesk_navli:hoverul{/* Display the dropdown on hover */
left:auto;/* Bring back on-screen when needed */
text-align:left;
right:0;
margin-right:-10px;
}
#hesk_navli:hovera{/* These create persistent hover states, meaning the top-most link stays 'hovered' even when your cursor has moved down the list. */
background:#f6f6f6;
text-decoration:none;
}
#hesk_navli:hoverula{
background:#ffffff;
text-decoration:none;
}
#hesk_navli:hoverula{/* The persistent hover state does however create a global style for links even before they're hovered. Here we undo these effects. */
text-decoration:none;
}
#hesk_navli:hoverullia:hover{/* Here we define the most explicit hover states--what happens when you hover each individual link. */
* This file is part of HESK - PHP Help Desk Software.
*
* (c) Copyright Klemen Stirn. All rights reserved.
* https://www.hesk.com
*
* For the full copyright and license agreement information visit
* https://www.hesk.com/eula.php
*
*/
/* Check if this is a valid include */
if (!defined('IN_SCRIPT')) {die('Invalid attempt');}
/*** FUNCTIONS ***/
function hesk_export_to_XML($sql, $export_selected = false)
{
global $hesk_settings, $hesklang, $ticket, $my_cat;
// We'll need HH:MM:SS format for hesk_date() here
$hesk_settings['timeformat'] = 'H:i:s';
// Get staff names
$admins = array();
$result = hesk_dbQuery("SELECT `id`,`name` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` ORDER BY `name` ASC");
while ($row = hesk_dbFetchAssoc($result)) {
$admins[$row['id']] = $row['name'];
}
// Get category names
if ( ! isset($my_cat))
{
$my_cat = array();
$res2 = hesk_dbQuery("SELECT `id`, `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."categories` WHERE " . hesk_myCategories('id') . " ORDER BY `cat_order` ASC");
* This file is part of HESK - PHP Help Desk Software.
*
* (c) Copyright Klemen Stirn. All rights reserved.
* https://www.hesk.com
*
* For the full copyright and license agreement information visit
* https://www.hesk.com/eula.php
*
*/
/* Check if this is a valid include */
if (!defined('IN_SCRIPT')) {die('Invalid attempt');}
/*** FUNCTIONS ***/
function hesk_anonymizeTicket($id, $trackingID = null, $have_ticket = false)
{
global $hesk_settings, $hesklang;
// Do we already have ticket info?
if ($have_ticket)
{
global $ticket;
}
else
{
// Get ticket info by tracking or numerical ID
if ($trackingID !== null)
{
$res = hesk_dbQuery("SELECT `id`, `trackid`, `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' AND ".hesk_myOwnership());
}
else
{
$res = hesk_dbQuery("SELECT `id`, `trackid`, `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`=".intval($id)." AND ".hesk_myOwnership());
}
if ( ! hesk_dbNumRows($res))
{
return false;
}
$ticket = hesk_dbFetchAssoc($res);
}
// Delete attachment files
$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` WHERE `ticket_id`='".hesk_dbEscape($ticket['trackid'])."'");
@ -251,9 +248,8 @@ $hesklang['check_updates']='Make sure you always have installed the latest versi
$hesklang['check4updates']='Check for updates';
$hesklang['open']='New';
$hesklang['wait_reply']='Waiting reply';
$hesklang['wait_staff_reply']='Waiting reply from staff';
$hesklang['wait_cust_reply']='Waiting reply from customer';
$hesklang['replied']='Replied';
$hesklang['closed']='Resolved'; // Ticket has been RESOLVED
$hesklang['last_replier']='Last replier';
$hesklang['staff']='Staff';
$hesklang['customer']='Customer';
@ -279,7 +275,7 @@ $hesklang['clip_alt']='This post has attachments';
$hesklang['attachments']='Attachments';
$hesklang['fill_all']='Missing required field';
$hesklang['file_too_large']='Your file %s is too large';
$hesklang['created_on']='Created';
$hesklang['created_on']='Created on';
$hesklang['tickets_closed']='Tickets closed';
$hesklang['num_tickets_closed']='<b>%d</b> tickets have been closed';
$hesklang['select_saved']='Select a canned response';
@ -333,7 +329,6 @@ $hesklang['err_dbname']='Please enter your MySQL database name';
$hesklang['err_dbuser']='Please enter your MySQL database username';
$hesklang['err_dbpass']='Please enter your MySQL database password';
$hesklang['err_dbsele']='Could not select MySQL database, please double-check database NAME';
$hesklang['err_custname']='Please enter name(s) for selected optional field(s)';
$hesklang['err_openset']='Can\'t open file <b>hesk_settings.inc.php</b> for writing. Please CHMOD this file to 666 (rw-rw-rw-)';
$hesklang['set_saved']='Settings saved';
$hesklang['set_were_saved']='Your settings have been successfully saved';
@ -378,7 +373,7 @@ $hesklang['remember_user']='Remember my username';
$hesklang['wrong_user']='Wrong username';
$hesklang['no_permission']='You don\'t have permission to perform this task, please login with an account that has.';
$hesklang['tickets_on_pages']='Number of tickets: %d | Number of pages: %d'; // First %d is replaced with number of tickets, second %d with number of pages
$hesklang['kb_intro']='Knowledgebase is a collection of answers to frequently asked questions (FAQ) and articles which provide self-help resources to your customers.
A comprehensive and well-written knowledgebase can drastically reduce the number of support tickets you receive and save a lot of your time. You can arrange articles into categories
and sub categories.'; // Description in ADMIN panel
$hesklang['kb_is']='The knowledgebase is a categorized collection of answers to frequently asked questions (FAQ) and articles. You can read articles in this category or select a subcategory that you are interested in.'; // Description for CUSTOMERS
$hesklang['kb_is']='Knowledgebase is a categorized collection of answers to frequently asked questions (FAQ) and articles. You can read articles in this category or select a subcategory that you are interested in.'; // Description for CUSTOMERS
$hesklang['can_man_settings']='Manage help desk settings';
$hesklang['can_del_notes']='Delete any ticket notes';
$hesklang['dan']='users can delete their own ticket notes, select this only if you wish to allow this user to also be able to delete notes from other users';
@ -561,6 +552,7 @@ $hesklang['opt2']='Options for this radio button, enter one option per line (eac
$hesklang['opt3']='Options for this select box, enter one option per line (each line will be a choice your customers can choose from). You need to enter at least two options!';
$hesklang['atl2']='Enter at least two options (one per line)!';
$hesklang['notes']='Notes';
$hesklang['addnote']='+ Add note';
$hesklang['noteby']='Note by';
$hesklang['delnote']='Delete note';
$hesklang['noteerr']='Note already deleted or wrong parameters';
$hesklang['kb_att_rem']='Selected attachment has been removed';
$hesklang['inv_att_id']='Invalid attachment ID!';
$hesklang['scb']='Checkbox';
$hesklang['opt4']='Options for this checkbox, enter one option per line. Each line will be a choice your customers can choose from, multiple choices are possible. You need to enter at least two options!';
$hesklang['autologin']='Log me on automatically each visit';
$hesklang['just_user']='Remember just my username';
@ -791,6 +781,7 @@ $hesklang['tislock']='This ticket has been locked, the customer will not be able
$hesklang['tislock2']='This ticket has been locked, you cannot post a reply.';
$hesklang['nsfo']='No relevant articles found.';
$hesklang['elocked']='This ticket has been locked or deleted.';
$hesklang['nti']='+ New ticket';
$hesklang['nti2']='Insert a new ticket';
$hesklang['nti3']='Use this form to create a new ticket in a customer\'s name. Enter <i>customer</i> information in the form (customer name, customer email, ...) and NOT your name! Ticket will be created as if the customer submitted it.';
$hesklang['ycovtay']='You can only view tickets assigned to you';
$hesklang['in_progress']='In Progress';
$hesklang['on_hold']='On Hold';
$hesklang['import_kb']='Import to Knowledgebase';
$hesklang['import_kb']='Import this ticket into a Knowledgebase article';
$hesklang['import']='You are importing a <i>private ticket</i> into a <i>public article</i>.<br/><br/>Make sure you delete any private or sensitive information from the article subject and message!';
$hesklang['sconfe2']='Show a "Confirm email" field on the submit a ticket form';
$hesklang['oln']='Old name:';
$hesklang['nen']='New name:';
$hesklang['use_form_below']='If you are reporting a problem, please remember to provide as much information that is relevant to the issue as possible.';
$hesklang['use_form_below']='<i>Use this form to submit a support request. Required fields are marked with</i>';
$hesklang['esf']='Could not send email notifications.';
$hesklang['qrr']='(quoted reply removed)';
$hesklang['remqr']='Strip quoted reply';
@ -1105,7 +1096,7 @@ $hesklang['err_atf']='The selected attachments folder (%s) does not exist!'; //
$hesklang['err_atr']='The selected attachments folder (%s) is not writable!'; // %s will show folder name
$hesklang['fatt']='Files attached to this message:';
$hesklang['wrepo']='Please write a reply after re-opening the ticket.';
$hesklang['ktool']='Knowledgebase tools';
$hesklang['ktool']='»Knowledgebase tools';
$hesklang['uac']='Verify and update category article count';
$hesklang['acv']='Article count has been verified';
$hesklang['xyz']='number of public, private and draft articles in category.';
$hesklang['maxpost']='You probably tried to submit more data than this server accepts.<br/><br/>Please try submitting the form again with smaller or no attachments.';
// --> Ticket history log
// Unless otherwise specified, first %s will be replaced with date and second with name/username
// THESE STRINGS ARE DEPRECATED AS OF MODS FOR HESK 3.2.0
$hesklang['thist1']='<liclass="smaller">%s | moved to category %s by %s</li>'; // %s = date, new category, user making change
$hesklang['thist2']='<liclass="smaller">%s | assigned to %s by %s</li>'; // %s = date, assigned user, user making change
$hesklang['thist3']='<liclass="smaller">%s | closed by %s</li>';
@ -1233,7 +1214,7 @@ $hesklang['set_pri_to']='Set priority to:'; // Action below the ticket list
$hesklang['pri_set_to']='Priority has been set to:';
$hesklang['cat_pri']='The category priority will be used when customers are not allowed to select priority and a ticket is submitted from the customer interface.';
$hesklang['cat_pri_info']='Your customers are allowed to select priority, so category priority will be ignored.<br/><br/>To use category priority instead, turn OFF the following feature in HESK settings:';
$hesklang['def_pri']='Category priority';
$hesklang['def_pri']='Category priority:';
$hesklang['ch_cat_pri']='Set category priority';
$hesklang['cat_pri_ch']='Category priority has been set to:';
$hesklang['err_dbversion']='Too old MySQL version:'; // %s will be replaced with MySQL version
$hesklang['enterbanemail']='Enter the email address you wish to ban.';
$hesklang['validbanemail']='Enter a valid email address (<i>john.doe@domain.com</i>) or email domain (<i>@domain.com</i>)';
$hesklang['validbanemail']='Enter a valid email address (<i>john.doe@example.com</i>) or email domain (<i>@example.com</i>)';
$hesklang['email_banned']='The email address <i>%s</i> was banned and HESK will no longer accept tickets from this address.'; // %s will be replaced with email
$hesklang['emailbanexists']='The email address <i>%s</i> is already banned.'; // %s will be replaced with email
$hesklang['email_unbanned']='Email ban deleted';
@ -1284,11 +1265,11 @@ $hesklang['click_unban']='Click here to unban.';
$hesklang['banip_intro']='Visitors from banned IP addresses will not be able to view or submit tickets and login into the help desk.';
$hesklang['ipperm']='Permanent IP bans:';
$hesklang['iptemp']='Login failure bans:';
$hesklang['savebanip']='Ban this IP';
$hesklang['no_banips']='<i>No IPs are being banned.</i>';
$hesklang['bananip']='IP address to ban';
$hesklang['banex']='Examples:';
$hesklang['iprange']='IP range';
$hesklang['savebanip']='Ban this IP';
$hesklang['ippermban']='Ban this IP permanently';
$hesklang['enterbanip']='Enter the IP address or range you wish to ban.';
$hesklang['validbanip']='Enter a valid IP address or IP range';
$hesklang['notnew']='A new support ticket is submitted';
$hesklang['notclo']='A support ticket is marked Resolved';
$hesklang['enn']='Except for Email piping/POP3 fetching if email subject contains:';
$hesklang['spamn']='SPAM notice';
$hesklang['spam_inbox']='<spanstyle="color:red"><b>No confirmation email?</b><br/>We sent a confirmation message to your email address. If you do not receive it within a few minutes, please check your Junk, Bulk or Spam folders. Mark the message as <b>Not SPAM</b> to avoid problems receiving our correspondence in the future.</span>';
$hesklang['ekb_o']='<b>YES</b>, use HESK as a Knowledgebase only (<i>disable help desk</i>)';
$hesklang['kb_set']='Knowledgebase settings';
$hesklang['kbo1']='Knowledgebase-only mode';
$hesklang['kbo2']='Visitors cannot submit new support tickets and are taken directly to the knowledgebase.';
$hesklang['kbo2']='<br/><br/>Visitors cannot submit new support tickets and are taken directly to the knowledgebase.';
$hesklang['fpass']='Forgot your password?';
$hesklang['passr']='Password reset';
$hesklang['passa']='Allow users to reset a forgot password over email';
@ -1375,16 +1355,13 @@ $hesklang['pjt2']='minutes after start';
$hesklang['nkba']='Knowledgebase search requires enough unique articles to work properly.<br/><br/>Consider adding more articles to the knowledgebase to improve search and article suggestion results.';
$hesklang['saa']='Sticky articles are displayed at the top of articles list';
$hesklang['yhbr']='You have been locked out the system for %s minutes because of too many replies to a ticket.';
$hesklang['sir']='ReCaptcha V1 API (old)';
$hesklang['sir2']='ReCaptcha V2 API (recommended)';
$hesklang['rcpb']='Site key (Public key)';
$hesklang['rcpv']='Secret key (Private key)';
// Language for Google reCaptcha API version 2
// Supported language codes: https://developers.google.com/recaptcha/docs/language
// If your language is NOT in the supported langauges, leave 'en'
$hesklang['dffs']='When download completes, delete the file from server';
$hesklang['fd']='Export file deleted from server';
// Added or modified in version 2.8.0
$hesklang['TZ']='Timezone';
$hesklang['thist17']='<liclass="smaller">%s | submitted by IMAP fetching</li>';
$hesklang['sir3']='Invisible reCAPTCHA';
$hesklang['invisible']='invisible';
$hesklang['rcpb']='Site key';
$hesklang['rcpv']='Secret key';
$hesklang['recaptcha_error']='Could not validate reCAPTCHA SPAM protection.';
$hesklang['imap_not']='PHP is not compiled with IMAP support';
$hesklang['imap_warning']='user %1$s has the same email address as your IMAP fetching email address: %2$s'; // %1$s = username, %2$s = email address
$hesklang['pop3_warning']='user %1$s has the same email address as your POP3 fetching email address: %2$s'; // %1$s = username, %2$s = email address
$hesklang['fetch_warning']='This could result in an email loop where new tickets are being created from user email notifications. Your fetching email address should be unique and not used by anyone else.';
$hesklang['from_warning']='Hesk is using a SMTP server to send email notifications. Your "%1$s" on the "%2$s" tab should be set to: %3$s'; // %1$s = "From email" text, %2$s = "General" tab text, %3$s = email address
$hesklang['can_view_ass_by']='Can view tickets he/she assigned to others';
$hesklang['can_privacy']='Can anonymize tickets';
$hesklang['confirm_anony']='Anonymize this ticket';
$hesklang['privacy_anon_info']='Remove all personally-identifiable data and content from tickets (customer name, email, message, attachments, IP...), but keep tickets in the database for statistics (right to be forgotten).';
Mike Koch
6 years ago