@ -97,6 +97,37 @@ if (!$ticket['owner'] && !$can_view_unassigned) {
hesk_error($hesklang['ycovtay']);
}
// Get audit information
$audit_sort = $hesk_settings['new_top'] ? "ASC" : "DESC";
$auditRes = hesk_dbQuery("SELECT `audit`.`id`, `audit`.`language_key`, `audit`.`date`,
`values`.`replacement_index`, `values`.`replacement_value`
FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "audit_trail` AS `audit`
LEFT JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "audit_trail_to_replacement_values` AS `values`
ON `audit`.`id` = `values`.`audit_trail_id`
WHERE `entity_type` = 'TICKET' AND `entity_id` = " . intval($ticket['id']) . "
ORDER BY `audit`.`date` {$audit_sort}");
$audit_records = array();
$current_audit_record = null;
while ($row = hesk_dbFetchAssoc($auditRes)) {
if ($current_audit_record == null || $current_audit_record['id'] != $row['id']) {
if ($current_audit_record != null) {
$audit_records[] = $current_audit_record;
}
$current_audit_record['id'] = $row['id'];
$current_audit_record['language_key'] = $row['language_key'];
$current_audit_record['date'] = $row['date'];
$current_audit_record['replacement_values'] = array();
}
if ($row['replacement_index'] != null) {
$current_audit_record['replacement_values'][intval($row['replacement_index'])] = $row['replacement_value'];
}
}
if ($current_audit_record != null) {
$audit_records[] = $current_audit_record;
}
/* Set last replier name */
if ($ticket['lastreplier']) {
if (empty($ticket['repliername'])) {
@ -120,19 +151,19 @@ $managerRow = hesk_dbFetchAssoc($managerRS);
$isManager = $managerRow['id'] == $category['manager'];
if ($isManager) {
$can_del_notes =
$can_reply =
$can_delete =
$can_edit =
$can_archive =
$can_assign_self =
$can_view_unassigned =
$can_change_own_cat =
$can_change_cat =
$can_ban_emails =
$can_unban_emails =
$can_ban_ips =
$can_unban_ips =
$can_resolve = true;
$can_reply =
$can_delete =
$can_edit =
$can_archive =
$can_assign_self =
$can_view_unassigned =
$can_change_own_cat =
$can_change_cat =
$can_ban_emails =
$can_unban_emails =
$can_ban_ips =
$can_unban_ips =
$can_resolve = true;
}
/* Is this user allowed to view tickets inside this category? */
@ -439,8 +470,10 @@ if ($hesk_settings['time_worked'] && ($can_reply || $can_edit) && isset($_POST['
$time_worked = hesk_getTime($h . ':' . $m . ':' . $s);
/* Update database */
$revision = sprintf($hesklang['thist14'], hesk_date(), $time_worked, $_SESSION['name'] . ' (' . $_SESSION['user'] . ')');
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `time_worked`='" . hesk_dbEscape($time_worked) . "', `history`=CONCAT(`history`,'" . hesk_dbEscape($revision) . "') WHERE `trackid`='" . hesk_dbEscape($trackingID) . "'");
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `time_worked`='" . hesk_dbEscape($time_worked) . "' WHERE `trackid`='" . hesk_dbEscape($trackingID) . "'");
mfh_insert_audit_trail_record($ticket['id'], 'TICKET', 'audit_time_worked', hesk_date(),
array(0 => $_SESSION['name'] . ' (' . $_SESSION['user'] . ')',
1 => $time_worked));
/* Show ticket */
hesk_process_messages($hesklang['twu'], 'admin_ticket.php?track=' . $trackingID . '& Refresh=' . mt_rand(10000, 99999), 'SUCCESS');
@ -476,13 +509,26 @@ if (($can_reply || $can_edit) && isset($_POST['childTrackingId'])) {
}
hesk_dbQuery('UPDATE `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'tickets` SET `parent` = ' . intval($ticket['id']) . ' WHERE `trackid` = \'' . hesk_dbEscape(hesk_POST('childTrackingId')) . '\'');
mfh_insert_audit_trail_record($ticket['id'], 'TICKET', 'audit_linked_ticket', hesk_date(),
array(
0 => $_SESSION['name'] . ' (' . $_SESSION['user'] . ')',
1 => hesk_POST('childTrackingId')
));
hesk_process_messages(sprintf($hesklang['link_added'], $_POST['childTrackingId']), 'admin_ticket.php?track=' . $trackingID . '& Refresh=' . mt_rand(10000, 99999), 'SUCCESS');
}
/* Delete child action */
if (($can_reply || $can_edit) & & isset($_GET['deleteChild'])) {
//-- Delete the relationship
$innerTrackingRs = hesk_dbQuery("SELECT `trackid` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `id` = " . hesk_dbEscape($_GET['deleteChild']));
$innerTrackingId = hesk_dbFetchAssoc($innerTrackingRs);
hesk_dbQuery('UPDATE `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'tickets` SET `parent` = NULL WHERE `ID` = ' . hesk_dbEscape($_GET['deleteChild']));
mfh_insert_audit_trail_record($ticket['id'], 'TICKET', 'audit_unlinked_ticket', hesk_date(),
array(
0 => $_SESSION['name'] . ' (' . $_SESSION['user'] . ')',
1 => $innerTrackingId['trackid']
));
hesk_process_messages($hesklang['ticket_no_longer_linked'], 'admin_ticket.php?track=' . $trackingID . '& Refresh=' . mt_rand(10000, 99999), 'SUCCESS');
} elseif (($can_reply || $can_edit) & & isset($_GET['deleteParent'])) {
@ -528,7 +574,6 @@ if (isset($_GET['delatt']) && hesk_token_check()) {
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` WHERE `att_id`='" . intval($att_id) . "'");
/* Update ticket or reply in the database */
$revision = sprintf($hesklang['thist12'], hesk_date(), $att['real_name'], $_SESSION['name'] . ' (' . $_SESSION['user'] . ')');
if ($reply) {
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` SET `attachments`=REPLACE(`attachments`,'" . hesk_dbEscape($att_id . '#' . $att['real_name'] . '#' . $att['saved_name']) . ",','') WHERE `id`='" . intval($reply) . "'");
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `history`=CONCAT(`history`,'" . hesk_dbEscape($revision) . "') WHERE `id`='" . intval($ticket['id']) . "'");
@ -539,6 +584,9 @@ if (isset($_GET['delatt']) && hesk_token_check()) {
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `attachments`=REPLACE(`attachments`,'" . hesk_dbEscape($att_id . '#' . $att['real_name'] . '#' . $att['saved_name']) . ",','') WHERE `id`='" . intval($ticket['id']) . "'");
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `attachments`=REPLACE(`attachments`,'" . hesk_dbEscape($att_id . '#' . $att['real_name']) . ",',''), `history`=CONCAT(`history`,'" . hesk_dbEscape($revision) . "') WHERE `id`='" . intval($ticket['id']) . "'");
}
mfh_insert_audit_trail_record($ticket['id'], 'TICKET', 'audit_attachment_deleted', hesk_date(),
array(0 => $_SESSION['name'] . ' (' . $_SESSION['user'] . ')',
1 => $att['real_name']));
hesk_process_messages($hesklang['kb_att_rem'], 'admin_ticket.php?track=' . $trackingID . '& Refresh=' . mt_rand(10000, 99999), 'SUCCESS');
}
@ -948,25 +996,42 @@ require_once(HESK_PATH . 'inc/show_admin_nav.inc.php');
);
$options = array();
for ($i = 0; $i < 4 ; $ i + + ) {
if ($ticket['priority'] == $i) {
if ($i === 0) {
$cssClass = 'critical-priority';
} elseif ($i === 1) {
$cssClass = 'high-priority';
} elseif ($i === 2) {
$cssClass = 'medium-priority';
} else {
$cssClass = 'low-priority';
}
}
$selected = $ticket['priority'] == $i ? 'selected' : '';
array_push($options, '< option value = "' . $i . '" ' . $ selected . ' > ' . $priorityLanguages[$i] . '< / option > ');
}
$content = "< i class = 'fa fa-fw fa-%s %s' style = 'font-size: 1em' > < / i > {$priorityLanguages[$i]}";
if ($i === 0) {
$content = sprintf($content, 'long-arrow-up', 'critical');
} elseif ($i === 1) {
$content = sprintf($content, 'angle-double-up', 'orange');
} elseif ($i === 2) {
$content = sprintf($content, 'angle-double-down', 'green');
} else {
$content = sprintf($content, 'long-arrow-down', 'blue');
}
echo '< div class = "ticket-cell-admin col-md-3 col-sm-12 ' ;
if ($ticket['priority'] == 0) {
echo 'critical-priority">';
} elseif ($ticket['priority'] == 1) {
echo 'high-priority">';
} else {
echo 'med-low-priority">';
array_push($options, '< option data-content = "' . $content . '" value = "' . $i . '" ' . $ selected . ' > ' . $priorityLanguages[$i] . '< / option > ');
}
echo '< div class = "ticket-cell-admin col-md-3 col-sm-12 ' . $cssClass . '" > ';
echo '< p class = "ticket-property-title" > ' . $hesklang['priority'] . '< / p > ';
echo '< form style = "margin-bottom:0;" id = "changePriorityForm" action = "priority.php" method = "post" >
< span style = "white-space:nowrap;" >
< select class = " form-control" name = "priority" onchange = "document.getElementById(\'changePriorityForm\').submit();" > ';
< select class = " selectpicker form-control" name = "priority" onchange = "document.getElementById(\'changePriorityForm\').submit();" > ';
echo implode('', $options);
echo '
< / select >
@ -987,13 +1052,13 @@ require_once(HESK_PATH . 'inc/show_admin_nav.inc.php');
$results = mfh_getAllStatuses();
foreach ($results as $row) {
$selected = $ticket['status'] == $row['ID'] ? 'selected' : '';
$status_options[$row['ID']] = '< option = "' . $row['ID'] . '" ' . $ selected . ' > ' . mfh_getDisplayTextForStatusId($row['ID']) . '< / option > ';
$status_options[$row['ID']] = '< option style= "color: ' . $row['TextColor'] . '" value= "' . $row['ID'] . '" ' . $ selected . ' > ' . mfh_getDisplayTextForStatusId($row['ID']) . '< / option > ';
}
echo '
< form role = "form" id = "changeStatusForm" style = "margin-bottom:0;" action = "change_status.php" method = "post" >
< span style = "white-space:nowrap;" >
< select class = " form-control" onchange = "document.getElementById(\'changeStatusForm\').submit();" name = "s" >
< select class = " selectpicker form-control" onchange = "document.getElementById(\'changeStatusForm\').submit();" name = "s" >
' . implode('', $status_options) . '
< / select >
@ -1011,7 +1076,7 @@ require_once(HESK_PATH . 'inc/show_admin_nav.inc.php');
echo '
< form style = "margin-bottom:0;" id = "changeOwnerForm" action = "assign_owner.php" method = "post" >
< span style = "white-space:nowrap;" >
< select class = " form-control" name = "owner" onchange = "document.getElementById(\'changeOwnerForm\').submit();" > ';
< select class = " selectpicker form-control" name = "owner" onchange = "document.getElementById(\'changeOwnerForm\').submit();" > ';
$selectedForUnassign = 'selected';
foreach ($admins as $k => $v) {
$selected = '';
@ -1046,7 +1111,7 @@ require_once(HESK_PATH . 'inc/show_admin_nav.inc.php');
< form style = "margin-bottom:0;" id = "changeCategory" action = "move_category.php" method = "post" >
< span style = "white-space:nowrap;" >
< select name = "category" class = " form-control" onchange = "document.getElementById(\'changeCategory\').submit();" >
< select name = "category" class = " selectpicker form-control" onchange = "document.getElementById(\'changeCategory\').submit();" >
' . $categories_options . '
< / select >
@ -1588,7 +1653,7 @@ function print_form()
} // End print_form()
function mfh_print_message() {
global $ticket, $hesklang, $hesk_settings, $can_ban_emails, $can_ban_ips, $trackingID, $modsForHesk_settings;
global $ticket, $hesklang, $hesk_settings, $can_ban_emails, $can_ban_ips, $can_unban_emails, $can_unban_ips, $ trackingID, $modsForHesk_settings;
?>
< li >< i class = "fa fa-comment bg-red" data-toggle = "tooltip" title = " <?php echo $hesklang [ 'original_message' ]; ?> " ></ i >
< div class = "timeline-item" >
@ -1749,7 +1814,44 @@ function mfh_print_message() {
function hesk_printTicketReplies()
{
global $hesklang, $hesk_settings, $result, $reply;
global $hesklang, $hesk_settings, $result, $reply, $audit_records;
// Sort replies and audit messages. They'll be in the proper order already
$combined_records = array();
foreach ($audit_records as $audit_record) {
$audit_record['SORT_TYPE'] = 'AUDIT_RECORD';
$combined_records[] = $audit_record;
}
while ($reply = hesk_dbFetchAssoc($result)) {
$reply['SORT_TYPE'] = 'REPLY';
$combined_records[] = $reply;
}
// Re-sort them so they're in order by date
usort($combined_records, function ($a, $b) {
$a_date = null;
$b_date = null;
if ($a['SORT_TYPE'] == 'REPLY') {
$a_date = strtotime($a['dt']);
} else {
$a_date = strtotime($a['date']);
}
if ($b['SORT_TYPE'] == 'REPLY') {
$b_date = strtotime($b['dt']);
} else {
$b_date = strtotime($b['date']);
}
if ($a_date === $b_date & & $a['SORT_TYPE'] != $b['SORT_TYPE']) {
if ($a['SORT_TYPE'] != $b['SORT_TYPE']) {
return $a['SORT_TYPE'] == 'REPLY' ? -1 : 1;
}
}
return $a_date - $b_date;
});
echo '< ul class = "timeline" > ';
if (!$hesk_settings['new_top']) {
@ -1758,83 +1860,194 @@ function hesk_printTicketReplies()
echo '< li class = "today-top" > < i class = "fa fa-clock-o bg-gray" data-toggle = "tooltip" title = "' . $hesklang['timeline_today'] . '" > < / i > < / li > ';
}
while ($reply = hesk_dbFetchAssoc($result)) {
$reply['dt'] = hesk_date($reply['dt'], true);
?>
< li >
<?php if ( $reply [ 'staffid' ]) : ?>
< i class = "fa fa-reply bg-orange" data-toggle = "tooltip" title = " <?php echo $hesklang [ 'reply_by_staff' ]; ?> " ></ i >
<?php else : ?>
< i class = "fa fa-share bg-blue" data-toggle = "tooltip" title = " <?php echo $hesklang [ 'reply_by_customer' ]; ?> " ></ i >
<?php endif ; ?>
< div class = "timeline-item" >
< span class = "time" >< i class = "fa fa-clock-o" ></ i > <?php echo $reply [ 'dt' ]; ?> </ span >
< h3 class = "timeline-header" > <?php echo $reply [ 'name' ]; ?> </ h3 >
< div class = "timeline-body" >
< div class = "row" >
< div class = "col-md-3 text-right" >
< strong > <?php echo $hesklang [ 'message_colon' ]; ?> </ strong >
< / div >
< div class = "col-md-9" >
<?php
if ($reply['html']) {
echo hesk_html_entity_decode($reply['message']);
} else {
echo $reply['message'];
} ?>
< / div >
foreach ($combined_records as $record) {
if ($record['SORT_TYPE'] == 'REPLY') {
mfh_print_reply($record);
} else {
mfh_print_audit_record($record);
}
}
if ($hesk_settings['new_top']) {
mfh_print_message();
} else {
echo '< li > < i class = "fa fa-clock-o bg-gray" data-toggle = "tooltip" title = "' . $hesklang['timeline_today'] . '" > < / i > < / li > ';
}
echo '< / ul > ';
return;
} // End hesk_printTicketReplies()
function mfh_print_reply($reply) {
global $hesklang, $hesk_settings;
$reply['dt'] = hesk_date($reply['dt'], true);
?>
< li >
<?php if ( $reply [ 'staffid' ]) : ?>
< i class = "fa fa-reply bg-orange" data-toggle = "tooltip" title = " <?php echo $hesklang [ 'reply_by_staff' ]; ?> " ></ i >
<?php else : ?>
< i class = "fa fa-share bg-blue" data-toggle = "tooltip" title = " <?php echo $hesklang [ 'reply_by_customer' ]; ?> " ></ i >
<?php endif ; ?>
< div class = "timeline-item" >
< span class = "time" >< i class = "fa fa-clock-o" ></ i > <?php echo $reply [ 'dt' ]; ?> </ span >
< h3 class = "timeline-header" > <?php echo $reply [ 'name' ]; ?> </ h3 >
< div class = "timeline-body" >
< div class = "row" >
< div class = "col-md-3 text-right" >
< strong > <?php echo $hesklang [ 'message_colon' ]; ?> </ strong >
< / div >
< div class = "col-md-9" >
<?php
if ($reply['html']) {
echo hesk_html_entity_decode($reply['message']);
} else {
echo $reply['message'];
} ?>
< / div >
< / div >
<?php
if ($hesk_settings['attachments']['use'] & & strlen($reply['attachments'])):
< / div >
<?php
if ($hesk_settings['attachments']['use'] & & strlen($reply['attachments'])):
?>
< div class = "timeline-footer" >
<?php mfh_listAttachments ( $reply [ 'attachments' ], $reply [ 'id' ], true ); ?>
< / div >
<?php endif ; ?>
< div class = "timeline-footer" >
< div class = "row" >
< div class = "col-md-6" >
<?php
/* Staff rating */
if ($hesk_settings['rating'] & & $reply['staffid']) {
if ($reply['rating'] == 1) {
echo '< p class = "rate" > ' . $hesklang['rnh'] . '< / p > ';
} elseif ($reply['rating'] == 5) {
echo '< p class = "rate" > ' . $hesklang['rh'] . '< / p > ';
}
}
/* Show "unread reply" message? */
if ($reply['staffid'] & & !$reply['read']) {
echo '< p class = "rate" > ' . $hesklang['unread'] . '< / p > ';
<?php endif ; ?>
< div class = "timeline-footer" >
< div class = "row" >
< div class = "col-md-6" >
<?php
/* Staff rating */
if ($hesk_settings['rating'] & & $reply['staffid']) {
if ($reply['rating'] == 1) {
echo '< p class = "rate" > ' . $hesklang['rnh'] . '< / p > ';
} elseif ($reply['rating'] == 5) {
echo '< p class = "rate" > ' . $hesklang['rh'] . '< / p > ';
}
?>
< / div >
< div class = "col-md-6 text-right" >
<?php echo hesk_getAdminButtonsInTicket (); ?>
< / div >
}
/* Show "unread reply" message? */
if ($reply['staffid'] & & !$reply['read']) {
echo '< p class = "rate" > ' . $hesklang['unread'] . '< / p > ';
}
?>
< / div >
< div class = "col-md-6 text-right" >
<?php echo hesk_getAdminButtonsInTicket (); ?>
< / div >
< / div >
< / div >
< / li >
<?php
}
< / div >
< / li >
<?php
}
if ($hesk_settings['new_top']) {
mfh_print_message();
} else {
echo '< li > < i class = "fa fa-clock-o bg-gray" data-toggle = "tooltip" title = "' . $hesklang['timeline_today'] . '" > < / i > < / li > ';
}
echo '< / ul > ';
function mfh_print_audit_record($record) {
global $hesklang;
return;
$record['date'] = hesk_date($record['date'], true);
$font_icon = null;
switch ($record['language_key']) {
case 'audit_moved_category':
$font_icon = 'fa-pie-chart';
break;
case 'audit_assigned':
case 'audit_assigned_self':
$font_icon = 'fa-user-plus';
break;
case 'audit_unassigned':
$font_icon = 'fa-user-times';
break;
case 'audit_autoassigned':
$font_icon = 'fa-bolt';
break;
case 'audit_closed':
case 'audit_automatically_closed':
$font_icon = 'fa-check-circle';
break;
case 'audit_opened':
$font_icon = 'fa-circle-o';
break;
case 'audit_locked':
case 'audit_automatically_locked':
$font_icon = 'fa-lock';
break;
case 'audit_unlocked':
$font_icon = 'fa-unlock-alt';
break;
case 'audit_created':
case 'audit_submitted_by':
$font_icon = 'fa-user';
break;
case 'audit_priority':
// The new priority is in arg[1]
$priority = $record['replacement_values'][1];
if ($priority === 'critical') {
$font_icon = 'fa-long-arrow-up';
} elseif ($priority === 'high') {
$font_icon = 'fa-angle-double-up';
} elseif ($priority === 'medium') {
$font_icon = 'fa-angle-double-down';
} else {
$font_icon = 'fa-long-arrow-down';
}
} // End hesk_printTicketReplies()
// Now localize the text for display
$record['replacement_values'][1] = $hesklang[$priority];
break;
case 'audit_status':
$font_icon = 'fa-exchange';
break;
case 'audit_submitted_via_piping':
case 'audit_submitted_via_pop':
$font_icon = 'fa-envelope-o';
break;
case 'audit_attachment_deleted':
$font_icon = 'fa-paperclip';
break;
case 'audit_merged':
$font_icon = 'fa-code-fork';
break;
case 'audit_time_worked':
$font_icon = 'fa fa-clock-o';
break;
case 'audit_due_date_removed':
$font_icon = 'fa fa-calendar-minus-o';
break;
case 'audit_due_date_changed':
$font_icon = 'fa fa-calendar';
//-- Format the date
$record['replacement_values'][1] = date('Y-m-d', strtotime($record['replacement_values'][1]));
break;
case 'audit_linked_ticket':
$font_icon = 'fa fa-link';
break;
case 'audit_unlinked_ticket':
$font_icon = 'fa fa-chain-broken';
break;
default:
$font_icon = 'fa-question-circle';
break;
}
?>
< li >
< i class = "fa <?php echo $font_icon ; ?> bg-gray" ></ i >
< div class = "timeline-item" >
< span class = "time" >< i class = "fa fa-clock-o" ></ i > <?php echo $record [ 'date' ]; ?> </ span >
< h3 class = "timeline-header audit-record" >
<?php echo vsprintf ( $hesklang [ $record [ 'language_key' ]], $record [ 'replacement_values' ]); ?>
< / h3 >
< / div >
< / li >
<?php
}
function hesk_printReplyForm()
{
global $hesklang, $hesk_settings, $ticket, $admins, $can_options, $can_resolve, $options, $can_assign_self, $isManager, $modsForHesk_settings;
global $hesklang, $hesk_settings, $ticket, $admins, $can_options, $can_resolve, $options, $can_assign_self, $modsForHesk_settings, $isManager ;
// Force assigning a ticket before allowing to reply?
if ($hesk_settings['require_owner'] & & ! $ticket['owner'])
Mike Koch
7 years ago