Implemented custom statuses on admin_ticket.php
Mike Koch
10 years ago
parent
fbf31394a0
commit
ec7de04ebb
@ -0,0 +1,307 @@
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<?php
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/*******************************************************************************
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* Title: Help Desk Software HESK
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* Version: 2.5.3 from 16th March 2014
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* Author: Klemen Stirn
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* Website: http://www.hesk.com
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********************************************************************************
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* COPYRIGHT AND TRADEMARK NOTICE
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* Copyright 2005-2014 Klemen Stirn. All Rights Reserved.
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* HESK is a registered trademark of Klemen Stirn.
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* The HESK may be used and modified free of charge by anyone
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* AS LONG AS COPYRIGHT NOTICES AND ALL THE COMMENTS REMAIN INTACT.
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* By using this code you agree to indemnify Klemen Stirn from any
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* liability that might arise from it's use.
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||||
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* Selling the code for this program, in part or full, without prior
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||||
* written consent is expressly forbidden.
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||||
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* Using this code, in part or full, to create derivate work,
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* new scripts or products is expressly forbidden. Obtain permission
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||||
* before redistributing this software over the Internet or in
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* any other medium. In all cases copyright and header must remain intact.
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* This Copyright is in full effect in any country that has International
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* Trade Agreements with the United States of America or
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* with the European Union.
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* Removing any of the copyright notices without purchasing a license
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||||
* is expressly forbidden. To remove HESK copyright notice you must purchase
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* a license for this script. For more information on how to obtain
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* a license please visit the page below:
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* https://www.hesk.com/buy.php
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*******************************************************************************/
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define('IN_SCRIPT',1);
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define('HESK_PATH','../');
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/* Get all the required files and functions */
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require(HESK_PATH . 'hesk_settings.inc.php');
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require(HESK_PATH . 'inc/common.inc.php');
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require(HESK_PATH . 'inc/admin_functions.inc.php');
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hesk_load_database_functions();
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require(HESK_PATH . 'inc/email_functions.inc.php');
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require(HESK_PATH . 'inc/posting_functions.inc.php');
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// We only allow POST requests from the HESK form to this file
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if ( $_SERVER['REQUEST_METHOD'] != 'POST' )
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{
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header('Location: admin_main.php');
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exit();
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}
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// Check for POST requests larger than what the server can handle
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if ( empty($_POST) && ! empty($_SERVER['CONTENT_LENGTH']) )
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{
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hesk_error($hesklang['maxpost']);
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}
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hesk_session_start();
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hesk_dbConnect();
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hesk_isLoggedIn();
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/* Check permissions for this feature */
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hesk_checkPermission('can_reply_tickets');
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/* A security check */
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# hesk_token_check('POST');
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/* Original ticket ID */
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$replyto = intval( hesk_POST('orig_id', 0) ) or die($hesklang['int_error']);
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/* Get details about the original ticket */
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$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='{$replyto}' LIMIT 1");
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if (hesk_dbNumRows($result) != 1)
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{
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hesk_error($hesklang['ticket_not_found']);
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}
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$ticket = hesk_dbFetchAssoc($result);
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$trackingID = $ticket['trackid'];
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$hesk_error_buffer = array();
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// Get the message
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$message = hesk_input(hesk_POST('message'));
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if (strlen($message))
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{
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// Attach signature to the message?
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if ( ! empty($_POST['signature']))
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{
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$message .= "\n\n" . addslashes($_SESSION['signature']) . "\n";
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}
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// Make links clickable
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$message = hesk_makeURL($message);
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// Turn newlines into <br /> tags
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$message = nl2br($message);
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}
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else
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{
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$hesk_error_buffer[] = $hesklang['enter_message'];
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}
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/* Attachments */
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if ($hesk_settings['attachments']['use'])
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{
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require(HESK_PATH . 'inc/attachments.inc.php');
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$attachments = array();
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for ($i=1;$i<=$hesk_settings['attachments']['max_number'];$i++)
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{
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$att = hesk_uploadFile($i);
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if ($att !== false && !empty($att))
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{
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$attachments[$i] = $att;
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}
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}
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}
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$myattachments='';
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/* Time spent working on ticket */
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$time_worked = hesk_getTime(hesk_POST('time_worked'));
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/* Any errors? */
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if (count($hesk_error_buffer)!=0)
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{
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$_SESSION['ticket_message'] = hesk_POST('message');
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$_SESSION['time_worked'] = $time_worked;
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// Remove any successfully uploaded attachments
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if ($hesk_settings['attachments']['use'])
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{
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hesk_removeAttachments($attachments);
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}
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$tmp = '';
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foreach ($hesk_error_buffer as $error)
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{
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$tmp .= "<li>$error</li>\n";
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}
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$hesk_error_buffer = $tmp;
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$hesk_error_buffer = $hesklang['pcer'].'<br /><br /><ul>'.$hesk_error_buffer.'</ul>';
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hesk_process_messages($hesk_error_buffer,'admin_ticket.php?track='.$ticket['trackid'].'&Refresh='.rand(10000,99999));
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}
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if ($hesk_settings['attachments']['use'] && !empty($attachments))
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{
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foreach ($attachments as $myatt)
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{
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hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('".hesk_dbEscape($trackingID)."','".hesk_dbEscape($myatt['saved_name'])."','".hesk_dbEscape($myatt['real_name'])."','".intval($myatt['size'])."')");
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$myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] .',';
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}
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}
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/* Add reply */
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$result = hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`dt`,`attachments`,`staffid`) VALUES ('".intval($replyto)."','".hesk_dbEscape(addslashes($_SESSION['name']))."','".hesk_dbEscape($message)."',NOW(),'".hesk_dbEscape($myattachments)."','".intval($_SESSION['id'])."')");
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/* Track ticket status changes for history */
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$revision = '';
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/* Change the status of priority? */
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if ( ! empty($_POST['set_priority']) )
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{
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$priority = intval( hesk_POST('priority') );
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if ($priority < 0 || $priority > 3)
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{
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hesk_error($hesklang['select_priority']);
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}
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$options = array(
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0 => '<font class="critical">'.$hesklang['critical'].'</font>',
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1 => '<font class="important">'.$hesklang['high'].'</font>',
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2 => '<font class="medium">'.$hesklang['medium'].'</font>',
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3 => $hesklang['low']
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);
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$revision = sprintf($hesklang['thist8'],hesk_date(),$options[$priority],$_SESSION['name'].' ('.$_SESSION['user'].')');
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$priority_sql = ",`priority`='$priority', `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
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}
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else
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{
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$priority_sql = "";
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}
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/* Update the original ticket */
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$defaultStatusReplyStatus = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `ID`, `IsClosed` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses` WHERE `IsDefaultStaffReplyStatus` = 1 LIMIT 1"));
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$staffClosedCheckboxStatus = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `ID`, `IsClosed` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses` WHERE `IsStaffClosedCheckbox` = 1 LIMIT 1"));
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$lockedTicketStatus = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `ID` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses` WHERE `LockedTicketStatus` = 1 LIMIT 1"));
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$new_status = empty($_POST['close']) ? $defaultStatusReplyStatus['ID'] : $staffClosedCheckboxStatus['ID'];
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/* --> If a ticket is locked keep it closed */
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if ($ticket['locked'])
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{
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$new_status = $lockedTicketStatus['ID'];
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}
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$sql = "UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='{$new_status}', `lastreplier`='1', `replierid`='".intval($_SESSION['id'])."' ";
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/* Update time_worked or force update lastchange */
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if ($time_worked == '00:00:00')
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{
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$sql .= ", `lastchange` = NOW() ";
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}
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else
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{
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$sql .= ",`time_worked` = ADDTIME(`time_worked`,'" . hesk_dbEscape($time_worked) . "') ";
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}
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if ( ! empty($_POST['assign_self']) && hesk_checkPermission('can_assign_self',0))
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{
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$revision = sprintf($hesklang['thist2'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')',$_SESSION['name'].' ('.$_SESSION['user'].')');
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$sql .= " , `owner`=".intval($_SESSION['id']).", `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
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}
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$sql .= " $priority_sql ";
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$isNewStatusClosed = empty($_POST['close']) ? $defaultStatusReplyStatus['IsClosed'] : $staffClosedCheckboxStatus['IsClosed'];
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if ($isNewStatusClosed)
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{
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$revision = sprintf($hesklang['thist3'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')');
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$sql .= " , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
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if ($hesk_settings['custopen'] != 1)
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{
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$sql .= " , `locked`='1' ";
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}
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}
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$sql .= " WHERE `id`='{$replyto}' LIMIT 1";
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hesk_dbQuery($sql);
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unset($sql);
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/* Update number of replies in the users table */
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hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."users` SET `replies`=`replies`+1 WHERE `id`='".intval($_SESSION['id'])."' LIMIT 1");
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// --> Prepare reply message
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// 1. Generate the array with ticket info that can be used in emails
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$info = array(
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'email' => $ticket['email'],
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'category' => $ticket['category'],
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'priority' => $ticket['priority'],
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'owner' => $ticket['owner'],
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'trackid' => $ticket['trackid'],
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'status' => $new_status,
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'name' => $ticket['name'],
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'lastreplier' => $_SESSION['name'],
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'subject' => $ticket['subject'],
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'message' => stripslashes($message),
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'attachments' => $myattachments,
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'dt' => hesk_date($ticket['dt']),
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'lastchange' => hesk_date($ticket['lastchange']),
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);
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// 2. Add custom fields to the array
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foreach ($hesk_settings['custom_fields'] as $k => $v)
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{
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$info[$k] = $v['use'] ? $ticket[$k] : '';
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}
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// 3. Make sure all values are properly formatted for email
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$ticket = hesk_ticketToPlain($info, 1, 0);
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// Notify the customer
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if ( ! isset($_POST['no_notify']) || intval( hesk_POST('no_notify') ) != 1)
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{
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hesk_notifyCustomer('new_reply_by_staff');
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}
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/* Set reply submitted message */
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$_SESSION['HESK_SUCCESS'] = TRUE;
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$_SESSION['HESK_MESSAGE'] = $hesklang['reply_submitted'];
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if (!empty($_POST['close']))
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{
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$_SESSION['HESK_MESSAGE'] .= '<br /><br />'.$hesklang['ticket_marked'].' <span class="resolved">'.$hesklang['closed'].'</span>';
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}
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/* What to do after reply? */
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if ($_SESSION['afterreply'] == 1)
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{
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header('Location: admin_main.php');
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}
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elseif ($_SESSION['afterreply'] == 2)
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{
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/* Get the next open ticket that needs a reply */
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$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `owner` IN ('0','".intval($_SESSION['id'])."') AND " . hesk_myCategories() . " AND `status` IN ('0','1') ORDER BY `owner` DESC, `priority` ASC LIMIT 1");
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if (hesk_dbNumRows($res) == 1)
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{
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$row = hesk_dbFetchAssoc($res);
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$_SESSION['HESK_MESSAGE'] .= '<br /><br />'.$hesklang['rssn'];
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header('Location: admin_ticket.php?track='.$row['trackid'].'&Refresh='.rand(10000,99999));
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}
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else
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{
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header('Location: admin_main.php');
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}
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}
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else
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{
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header('Location: admin_ticket.php?track='.$ticket['trackid'].'&Refresh='.rand(10000,99999));
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}
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exit();
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?>
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@ -0,0 +1,107 @@
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<?php
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/*******************************************************************************
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* Title: Help Desk Software HESK
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* Version: 2.5.3 from 16th March 2014
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* Author: Klemen Stirn
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* Website: http://www.hesk.com
|
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********************************************************************************
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* COPYRIGHT AND TRADEMARK NOTICE
|
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* Copyright 2005-2014 Klemen Stirn. All Rights Reserved.
|
||||
* HESK is a registered trademark of Klemen Stirn.
|
||||
|
||||
* The HESK may be used and modified free of charge by anyone
|
||||
* AS LONG AS COPYRIGHT NOTICES AND ALL THE COMMENTS REMAIN INTACT.
|
||||
* By using this code you agree to indemnify Klemen Stirn from any
|
||||
* liability that might arise from it's use.
|
||||
|
||||
* Selling the code for this program, in part or full, without prior
|
||||
* written consent is expressly forbidden.
|
||||
|
||||
* Using this code, in part or full, to create derivate work,
|
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* new scripts or products is expressly forbidden. Obtain permission
|
||||
* before redistributing this software over the Internet or in
|
||||
* any other medium. In all cases copyright and header must remain intact.
|
||||
* This Copyright is in full effect in any country that has International
|
||||
* Trade Agreements with the United States of America or
|
||||
* with the European Union.
|
||||
|
||||
* Removing any of the copyright notices without purchasing a license
|
||||
* is expressly forbidden. To remove HESK copyright notice you must purchase
|
||||
* a license for this script. For more information on how to obtain
|
||||
* a license please visit the page below:
|
||||
* https://www.hesk.com/buy.php
|
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*******************************************************************************/
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define('IN_SCRIPT',1);
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define('HESK_PATH','../');
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/* Get all the required files and functions */
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require(HESK_PATH . 'hesk_settings.inc.php');
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require(HESK_PATH . 'inc/common.inc.php');
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require(HESK_PATH . 'inc/admin_functions.inc.php');
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hesk_load_database_functions();
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hesk_session_start();
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hesk_dbConnect();
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hesk_isLoggedIn();
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/* Check permissions for this feature */
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hesk_checkPermission('can_view_tickets');
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hesk_checkPermission('can_reply_tickets');
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/* A security check */
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hesk_token_check();
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/* Ticket ID */
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$trackingID = hesk_cleanID() or die($hesklang['int_error'].': '.$hesklang['no_trackID']);
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/* Valid statuses */
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$statusSql = "SELECT `ID`, `ShortNameContentKey` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses`";
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$status_options = array();
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$results = hesk_dbQuery($statusSql);
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while ($row = $results->fetch_assoc())
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{
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$status_options[$row['ID']] = $hesklang[$row['ShortNameContentKey']];
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}
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/* New status */
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$status = intval( hesk_REQUEST('s') );
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if ( ! isset($status_options[$status]))
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{
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hesk_process_messages($hesklang['instat'],'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999),'NOTICE');
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}
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$locked = 0;
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$statusRow = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `ID`, `IsClosed` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses` WHERE ID = ".$status));
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if ($statusRow['IsClosed']) // Closed
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{
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$action = $hesklang['ticket_been'] . ' ' . $hesklang['close'];
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$revision = sprintf($hesklang['thist3'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')');
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if ($hesk_settings['custopen'] != 1)
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{
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$locked = 1;
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}
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}
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elseif ($statusRow['ID'] != 0) //Ticket is still open, but not new
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{
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$action = sprintf($hesklang['tsst'],$status_options[$status]);
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$revision = sprintf($hesklang['thist9'],hesk_date(),$status_options[$status],$_SESSION['name'].' ('.$_SESSION['user'].')');
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}
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else // Ticket is marked as "NEW"
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{
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$action = $hesklang['ticket_been'] . ' ' . $hesklang['opened'];
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$revision = sprintf($hesklang['thist4'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')');
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}
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hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='{$status}', `locked`='{$locked}', `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1");
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if (hesk_dbAffectedRows() != 1)
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{
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hesk_error("$hesklang[int_error]: $hesklang[trackID_not_found].");
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}
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hesk_process_messages($action,'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'SUCCESS');
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?>
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