$message = nl2br($message);
}
else
{
$hesk_error_buffer[] = $hesklang['enter_message'];
}
/* Attachments */
if ($hesk_settings['attachments']['use'])
{
require(HESK_PATH . 'inc/attachments.inc.php');
$attachments = array();
for ($i=1;$i<=$hesk_settings['attachments']['max_number'];$i++)
{
$att = hesk_uploadFile($i);
if ($att !== false && !empty($att))
{
$attachments[$i] = $att;
}
}
}
$myattachments='';
/* Any errors? */
if (count($hesk_error_buffer)!=0)
{
$_SESSION['ticket_message'] = hesk_POST('message');
// If this was a reply after re-opening a ticket, force the form at the top
if ( hesk_POST('reopen') == 1)
{
$_SESSION['force_form_top'] = true;
}
// Remove any successfully uploaded attachments
if ($hesk_settings['attachments']['use'])
{
hesk_removeAttachments($attachments);
}
$tmp = '';
foreach ($hesk_error_buffer as $error)
{
$tmp .= "$error\n";
}
$hesk_error_buffer = $tmp;
$hesk_error_buffer = $hesklang['pcer'].'
';
hesk_process_messages($hesk_error_buffer,'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999));
}
/* Connect to database */
hesk_dbConnect();
// Check if this IP is temporarily locked out
$res = hesk_dbQuery("SELECT `number` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` WHERE `ip`='".hesk_dbEscape($_SERVER['REMOTE_ADDR'])."' AND `last_attempt` IS NOT NULL AND DATE_ADD(`last_attempt`, INTERVAL ".intval($hesk_settings['attempt_banmin'])." MINUTE ) > NOW() LIMIT 1");
if (hesk_dbNumRows($res) == 1)
{
if (hesk_dbResult($res) >= $hesk_settings['attempt_limit'])
{
unset($_SESSION);
hesk_error( sprintf($hesklang['yhbb'],$hesk_settings['attempt_banmin']) , 0);
}
}
/* Get details about the original ticket */
$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='{$trackingID}' LIMIT 1");
if (hesk_dbNumRows($res) != 1)
{
hesk_error($hesklang['ticket_not_found']);
}
$ticket = hesk_dbFetchAssoc($res);
/* If we require e-mail to view tickets check if it matches the one in database */
hesk_verifyEmailMatch($trackingID, $my_email, $ticket['email']);
/* Ticket locked? */
if ($ticket['locked'])
{
hesk_process_messages($hesklang['tislock2'],'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999));
exit();
}
// Prevent flooding ticket replies
$res = hesk_dbQuery("SELECT `staffid` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='{$ticket['id']}' AND `dt` > DATE_SUB(NOW(), INTERVAL 10 MINUTE) ORDER BY `id` ASC");
if (hesk_dbNumRows($res) > 0)
{
$sequential_customer_replies = 0;
while ($tmp = hesk_dbFetchAssoc($res))
{
$sequential_customer_replies = $tmp['staffid'] ? 0 : $sequential_customer_replies + 1;
}
if ($sequential_customer_replies > 10)
{
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` (`ip`, `number`) VALUES ('".hesk_dbEscape($_SERVER['REMOTE_ADDR'])."', ".intval($hesk_settings['attempt_limit'] + 1).")");
hesk_error( sprintf($hesklang['yhbr'],$hesk_settings['attempt_banmin']) , 0);
}
}
/* Insert attachments */
if ($hesk_settings['attachments']['use'] && !empty($attachments))
{
foreach ($attachments as $myatt)
{
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('{$trackingID}','".hesk_dbEscape($myatt['saved_name'])."','".hesk_dbEscape($myatt['real_name'])."','".intval($myatt['size'])."')");
$myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] .',';
}
}
// If staff hasn't replied yet, don't change the status; otherwise set it to the status for customer replies.
$customerReplyStatusQuery = 'SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsCustomerReplyStatus` = 1';
$defaultNewTicketStatusQuery = 'SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsNewTicketStatus` = 1';
$newStatus = hesk_dbQuery($customerReplyStatusQuery)->fetch_assoc();
$defaultNewTicketStatus = hesk_dbQuery($defaultNewTicketStatusQuery)->fetch_assoc();
$ticket['status'] = $ticket['status'] == $defaultNewTicketStatus['ID'] ? $defaultNewTicketStatus['ID'] : $newStatus['ID'];
/* Update ticket as necessary */
$res = hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `lastchange`=NOW(), `status`='{$ticket['status']}', `replies`=`replies`+1, `lastreplier`='0' WHERE `id`='{$ticket['id']}' LIMIT 1");
// Insert reply into database
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`dt`,`attachments`) VALUES ({$ticket['id']},'".hesk_dbEscape($ticket['name'])."','".hesk_dbEscape($message)."',NOW(),'".hesk_dbEscape($myattachments)."')");
/*** Need to notify any staff? ***/
// --> Prepare reply message
// 1. Generate the array with ticket info that can be used in emails
$info = array(
'email' => $ticket['email'],
'category' => $ticket['category'],
'priority' => $ticket['priority'],
'owner' => $ticket['owner'],
'trackid' => $ticket['trackid'],
'status' => $ticket['status'],
'name' => $ticket['name'],
'lastreplier' => $ticket['name'],
'subject' => $ticket['subject'],
'message' => stripslashes($message),
'attachments' => $myattachments,
'dt' => hesk_date($ticket['dt'], true),
'lastchange' => hesk_date($ticket['lastchange'], true),
'id' => $ticket['id'],
);
// 2. Add custom fields to the array
foreach ($hesk_settings['custom_fields'] as $k => $v)
{
$info[$k] = $v['use'] ? $ticket[$k] : '';
}
// 3. Make sure all values are properly formatted for email
$ticket = hesk_ticketToPlain($info, 1, 0);
// --> If ticket is assigned just notify the owner
if ($ticket['owner'])
{
hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');
}
// --> No owner assigned, find and notify appropriate staff
else
{
hesk_notifyStaff('new_reply_by_customer',"`notify_reply_unassigned`='1'");
}
/* Clear unneeded session variables */
hesk_cleanSessionVars('ticket_message');
/* Show the ticket and the success message */
hesk_process_messages($hesklang['reply_submitted_success'],'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999),'SUCCESS');
exit();
?>