$ticket['email'], 'category' => $ticket['category'], 'priority' => $ticket['priority'], 'owner' => $ticket['owner'], 'trackid' => $ticket['trackid'], 'status' => $ticket['status'], 'name' => $_SESSION['name'], 'lastreplier' => $ticket['lastreplier'], 'subject' => $ticket['subject'], 'message' => stripslashes($msg), 'dt' => hesk_date($ticket['dt'], true), 'lastchange' => hesk_date($ticket['lastchange'], true), ); // 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); /* Get email functions */ require(HESK_PATH . 'inc/email_functions.inc.php'); /* Format email subject and message for staff */ $subject = hesk_getEmailSubject('new_note',$ticket); $message = hesk_getEmailMessage('new_note',$ticket,1); /* Send email to staff */ hesk_mail($owner['email'], $subject, $message); } } } header('Location: admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999)); exit(); } /* Update time worked */ if ( ($can_reply || $can_edit) && isset($_POST['h']) && isset($_POST['m']) && isset($_POST['s']) && hesk_token_check('POST')) { $h = intval( hesk_POST('h') ); $m = intval( hesk_POST('m') ); $s = intval( hesk_POST('s') ); /* Get time worked in proper format */ $time_worked = hesk_getTime($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($trackingID) . "' LIMIT 1"); /* Show ticket */ hesk_process_messages($hesklang['twu'],'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999),'SUCCESS'); } /* Add child action */ if (($can_reply || $can_edit) && isset($_POST['childTrackingId'])) { //-- Make sure this isn't the same ticket or one of its merged tickets. $mergedTickets = hesk_dbQuery('SELECT * FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'tickets` WHERE `trackid` = \''.hesk_dbEscape($trackingID).'\' AND `merged` LIKE \'#'.hesk_dbEscape($_POST['childTrackingId']).'\''); if ($_POST['childTrackingId'] == $trackingID || $mergedTickets->num_rows > 0) { hesk_process_messages($hesklang['child_is_itself'], 'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999)); } //-- Does the child exist? $existRs = hesk_dbQuery('SELECT * FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'tickets` WHERE `trackid` = \''.hesk_dbEscape($_POST['childTrackingId']).'\''); if ($existRs->num_rows == 0) { //-- Maybe it was merged? $existRs = hesk_dbQuery('SELECT `trackid` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'tickets` WHERE `merged` LIKE \'#'.hesk_dbEscape($_POST['childTrackingId']).'#\''); if ($existRs->num_rows > 0) { //-- Yes, it was merged. Set the child to the "new" ticket; not the merged one. $exist = $existRs->fetch_assoc(); $_POST['childTrackingId'] = $exist['trackid']; } else { hesk_process_messages(sprintf($hesklang['child_does_not_exist'], $_POST['childTrackingId']), 'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999)); } } //-- Check if the ticket is already a child. $childRs = hesk_dbQuery('SELECT * FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'tickets` WHERE `parent` = '.$ticket['id'].' AND `trackid` = \''.$_POST['childTrackingId'].'\''); if ($childRs->num_rows > 0) { hesk_process_messages(sprintf($hesklang['is_child_already'], $_POST['childTrackingId']), 'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999), 'NOTICE'); } hesk_dbQuery('UPDATE `'.hesk_dbEscape($hesk_settings['db_pfix']).'tickets` SET `parent` = '.$ticket['id'].' WHERE `trackid` = \''.$_POST['childTrackingId'].'\''); hesk_process_messages(sprintf($hesklang['child_added'], $_POST['childTrackingId']), 'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999), 'SUCCESS'); } /* Delete child action */ //TODO Populate this /* Delete attachment action */ if (isset($_GET['delatt']) && hesk_token_check()) { if ( ! $can_delete || ! $can_edit) { hesk_process_messages($hesklang['no_permission'],'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999)); } $att_id = intval( hesk_GET('delatt') ) or hesk_error($hesklang['inv_att_id']); $reply = intval( hesk_GET('reply', 0) ); if ($reply < 1) { $reply = 0; } /* Get attachment info */ $res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` WHERE `att_id`='".intval($att_id)."' LIMIT 1"); if (hesk_dbNumRows($res) != 1) { hesk_process_messages($hesklang['id_not_valid'].' (att_id)','admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999)); } $att = hesk_dbFetchAssoc($res); /* Is ticket ID valid for this attachment? */ if ($att['ticket_id'] != $trackingID) { hesk_process_messages($hesklang['trackID_not_found'],'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999)); } /* Delete file from server */ hesk_unlink(HESK_PATH.$hesk_settings['attach_dir'].'/'.$att['saved_name']); /* Delete attachment from database */ hesk_dbQuery("DELETE FROM `".hesk_dbEscape($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.'#'.$att['real_name']).",','') WHERE `id`='".intval($reply)."' LIMIT 1"); hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`='".intval($ticket['id'])."' LIMIT 1"); } else { hesk_dbQuery("UPDATE `".hesk_dbEscape($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'])."' LIMIT 1"); } hesk_process_messages($hesklang['kb_att_rem'],'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999),'SUCCESS'); } /* Print header */ require_once(HESK_PATH . 'inc/headerAdmin.inc.php'); /* List of categories */ $result = hesk_dbQuery("SELECT `id`,`name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."categories` ORDER BY `cat_order` ASC"); $categories_options=''; while ($row=hesk_dbFetchAssoc($result)) { if ($row['id'] == $ticket['category']) {continue;} $categories_options.=''; } /* List of users */ $admins = array(); $result = hesk_dbQuery("SELECT `id`,`name`,`isadmin`,`categories`,`heskprivileges` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` ORDER BY `id` ASC"); while ($row=hesk_dbFetchAssoc($result)) { /* Is this an administrator? */ if ($row['isadmin']) { $admins[$row['id']]=$row['name']; continue; } /* Not admin, is user allowed to view tickets? */ if (strpos($row['heskprivileges'], 'can_view_tickets') !== false) { /* Is user allowed to access this category? */ $cat=substr($row['categories'], 0); $row['categories']=explode(',',$cat); if (in_array($ticket['category'],$row['categories'])) { $admins[$row['id']]=$row['name']; continue; } } } /* Get replies */ $reply = ''; $result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='".intval($ticket['id'])."' ORDER BY `id` " . ($hesk_settings['new_top'] ? 'DESC' : 'ASC') ); $replies = hesk_dbNumRows($result); // Demo mode if ( defined('HESK_DEMO') ) { $ticket['email'] = 'hidden@demo.com'; $ticket['ip'] = '127.0.0.1'; } /* Print admin navigation */ require_once(HESK_PATH . 'inc/show_admin_nav.inc.php'); ?>

  • '.$tmp;?>


  • '.$hesklang['asss'].']' : $hesklang['unas']); ?>




  • fetch_assoc(); echo ''.$parent['trackid'].''; } else { echo $hesklang['none']; } ?>

  • fetch_assoc()) { $hasRows = true; echo ''.$row['trackid'].'
    '; } if (!$hasRows) { echo $hesklang['none']; } ?>

    '.$hesklang['add_child'].''; ?>

 '; } if ($ticket['locked']) { echo ' '; } echo $ticket['subject']; ?>

fetch_assoc()) { if ($statusRow['IsStaffReopenedStatus'] == 1) { $staffReopenedStatus['ID'] = $statusRow['ID']; } else { $staffClosedOptionStatus['ID'] = $statusRow['ID']; } } $isTicketClosedSql = 'SELECT `IsClosed` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `ID` = '.$ticket['status']; $isTicketClosedRow = hesk_dbQuery($isTicketClosedSql)->fetch_assoc(); $isTicketClosed = $isTicketClosedRow['IsClosed']; if ($isTicketClosed == 0) // Ticket is still open { echo ''.$hesklang['close_action'].''; } else { echo ''.$hesklang['open_action'].''; } ?>
:  

Delete Note

-

'', 1 => '', 2 => '', 3 => '' ); echo '
';} elseif ($ticket['priority'] == 1) {echo 'highPriority">';} else {echo 'medLowPriority">';} echo '

'.$hesklang['priority'].'

'; if ($ticket['priority']==0) {echo '

'.$hesklang['critical'].'

';} elseif ($ticket['priority']==1) {echo '

'.$hesklang['high'].'

';} elseif ($ticket['priority']==2) {echo '

'.$hesklang['medium'].'

';} else {echo '

'.$hesklang['low'].'

';} echo '
'; echo '

'.$hesklang['status'].'

'; $status_options = array(); $results = hesk_dbQuery("SELECT `ID`, `ShortNameContentKey` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses`"); while ($row = $results->fetch_assoc()) { $status_options[$row['ID']] = ''; } $ticketStatus = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `TicketViewContentKey` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses` WHERE ID = " .$ticket['status'])); echo '

'.$hesklang[$ticketStatus['TicketViewContentKey']].'

'; echo '
'; echo '

'.$hesklang['owner'].'

'; echo isset($admins[$ticket['owner']]) ? $admins[$ticket['owner']] : ($can_assign_self ? $hesklang['unas'].' ['.$hesklang['asss'].']' : $hesklang['unas']); echo '


'; if (hesk_checkPermission('can_assign_others',0)) { echo'
'; } echo '
'; echo '

'.$hesklang['category'].'

'.$category['name'].'

'; if ($can_change_cat) { echo '
'; } echo '
'; ?>
'; } ?>
:


: $v) { if ($v['use'] && $v['place']==0) { echo '

'.$v['name'].': '.$ticket[$k].'

'; } } ?>

:


 

$v) { if ($v['use'] && $v['place']) { echo '

'.$v['name'].': '.$ticket[$k].'

'; } } /* Attachments */ hesk_listAttachments($ticket['attachments'], $i); ?>

'.$hesklang['attachments'].':
'; $att=explode(',',substr($attachments, 0, -1)); foreach ($att as $myatt) { list($att_id, $att_name) = explode('#', $myatt); /* Can edit and delete tickets? */ if ($can_edit && $can_delete) { echo ' '; } echo ' '.$att_name.'
'; } echo '

'; return true; } // End hesk_listAttachments() function hesk_getAdminButtons($reply=0,$white=1) { global $hesk_settings, $hesklang, $ticket, $reply, $trackingID, $can_edit, $can_archive, $can_delete; $options = '
'; /* Style and mousover/mousout */ $tmp = $white ? 'White' : 'Blue'; $style = 'class="option'.$tmp.'OFF" onmouseover="this.className=\'option'.$tmp.'ON\'" onmouseout="this.className=\'option'.$tmp.'OFF\'"'; /* Lock ticket button */ if ( /* ! $reply && */ $can_edit) { if ($ticket['locked']) { $des = $hesklang['tul'] . ' - ' . $hesklang['isloc']; $options .= ' '.$hesklang['tul'].' '; } else { $des = $hesklang['tlo'] . ' - ' . $hesklang['isloc']; $options .= ' '.$hesklang['tlo'].' '; } } /* Tag ticket button */ if ( /* ! $reply && */ $can_archive) { if ($ticket['archive']) { $options .= ''.$hesklang['remove_archive'].' '; } else { $options .= ' '.$hesklang['add_archive'].' '; } } /* Import to knowledgebase button */ if ($hesk_settings['kb_enable'] && hesk_checkPermission('can_man_kb',0)) { $options .= ' '.$hesklang['import_kb'].' '; } /* Print ticket button */ $options .= ' '.$hesklang['printer_friendly'].' '; /* Edit post */ if ($can_edit) { $tmp = $reply ? '&reply='.$reply['id'] : ''; $options .= ' '.$hesklang['edtt'].' '; } /* Delete ticket */ if ($can_delete) { if ($reply) { $url = 'admin_ticket.php'; $tmp = 'delete_post='.$reply['id']; $img = 'delete.png'; $txt = $hesklang['delt']; } else { $url = 'delete_tickets.php'; $tmp = 'delete_ticket=1'; $img = 'delete_ticket.png'; $txt = $hesklang['dele']; } $options .= ' '.$txt.' '; } /* Return generated HTML */ $options .= '
'; return $options; } // END hesk_getAdminButtons() function hesk_getAdminButtonsInTicket($reply=0,$white=1) { global $hesk_settings, $hesklang, $ticket, $reply, $trackingID, $can_edit, $can_archive, $can_delete; $options = '
'; /* Style and mousover/mousout */ $tmp = $white ? 'White' : 'Blue'; $style = 'class="option'.$tmp.'OFF" onmouseover="this.className=\'option'.$tmp.'ON\'" onmouseout="this.className=\'option'.$tmp.'OFF\'"'; /* Edit post */ if ($can_edit) { $tmp = $reply ? '&reply='.$reply['id'] : ''; $options .= ' '.$hesklang['edtt'].' '; } /* Delete ticket */ if ($can_delete) { if ($reply) { $url = 'admin_ticket.php'; $tmp = 'delete_post='.$reply['id']; $img = 'delete.png'; $txt = $hesklang['delt']; } else { $url = 'delete_tickets.php'; $tmp = 'delete_ticket=1'; $img = 'delete_ticket.png'; $txt = $hesklang['dele']; } $options .= ' '.$txt.' '; } /* Return generated HTML */ $options .= '
'; return $options; } // END hesk_getAdminButtonsInTicket() function print_form() { global $hesk_settings, $hesklang; global $trackingID; /* Print header */ require_once(HESK_PATH . 'inc/header.inc.php'); /* Print admin navigation */ require_once(HESK_PATH . 'inc/show_admin_nav.inc.php'); ?>  
 

   
  :

 
 
 

 

:

:

'.$hesklang['rnh'].'

'; } elseif ($reply['rating']==5) { echo '

'.$hesklang['rh'].'

'; } } /* Show "unread reply" message? */ if ($reply['staffid'] && ! $reply['read']) { echo '

'.$hesklang['unread'].'

'; } ?>



'; } echo '' . $hesklang['ful'] . ''; ?>
'.$hesklang['asss2'].'
'; } else { echo '
'; } } $statusSql = 'SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsStaffClosedOption` = 1'; $statusRow = hesk_dbQuery($statusSql)->fetch_assoc(); $staffClosedOptionStatus = array(); $staffClosedOptionStatus['ID'] = $statusRow['ID']; if ($ticket['status'] != $staffClosedOptionStatus['ID']) { echo '
'; } ?>

()


'; } ?>