array('value' => 0, 'lang' => 'critical', 'text' => $hesklang['critical'], 'formatted' => '' . $hesklang['critical'] . ''),
'high' => array('value' => 1, 'lang' => 'high', 'text' => $hesklang['high'], 'formatted' => '' . $hesklang['high'] . ''),
'medium' => array('value' => 2, 'lang' => 'medium', 'text' => $hesklang['medium'], 'formatted' => '' . $hesklang['medium'] . ''),
'low' => array('value' => 3, 'lang' => 'low', 'text' => $hesklang['low'], 'formatted' => $hesklang['low']),
);
// Assign tickets to
if ( isset($_POST['assign']) && $_POST['assign'] == $hesklang['assi']) {
if ( ! isset($_POST['owner']) || $_POST['owner'] == '') {
hesk_process_messages($hesklang['assign_no'], $referer, 'NOTICE');
}
$end_message = array();
$num_assigned = 0;
// Permissions
$can_assign_others = hesk_checkPermission('can_assign_others',0);
if ($can_assign_others) {
$can_assign_self = true;
} else {
$can_assign_self = hesk_checkPermission('can_assign_self',0);
}
$owner = intval( hesk_POST('owner') );
if ($owner == -1) {
foreach ($_POST['id'] as $this_id) {
if (is_array($this_id)) {
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$res = hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `owner`=0, `assignedby`=NULL WHERE `id`={$this_id} LIMIT 1");
mfh_insert_audit_trail_record($this_id, 'TICKET', 'audit_unassigned', hesk_date(), array(0 => $_SESSION['name'].' ('.$_SESSION['user'].')'));
$end_message[] = sprintf($hesklang['assign_2'], $this_id);
$i++;
}
hesk_process_messages($hesklang['assign_1'],$referer,'SUCCESS');
}
$res = hesk_dbQuery("SELECT `id`,`user`,`name`,`email`,`isadmin`,`categories`,`notify_assigned` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `id`='{$owner}' LIMIT 1");
$owner_data = hesk_dbFetchAssoc($res);
if (!$owner_data['isadmin']) {
$owner_data['categories']=explode(',',$owner_data['categories']);
}
require(HESK_PATH . 'inc/email_functions.inc.php');
foreach ($_POST['id'] as $this_id) {
if (is_array($this_id)) {
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`={$this_id} LIMIT 1");
if (hesk_dbNumRows($result) != 1) {
continue;
}
$ticket = hesk_dbFetchAssoc($result);
if ($ticket['owner'] == $owner) {
$end_message[] = sprintf($hesklang['assign_3'], $ticket['trackid'], $owner_data['name']);
$i++;
continue;
}
if ($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");
mfh_insert_audit_trail_record($this_id, 'TICKET', 'audit_assigned', hesk_date(), array(0 => $_SESSION['name'].' ('.$_SESSION['user'].')',
1 => $owner_data['name'].' ('.$owner_data['user'].')'));
$end_message[] = sprintf($hesklang['assign_4'], $ticket['trackid'], $owner_data['name']);
$num_assigned++;
$ticket['owner'] = $owner;
/* --> Prepare 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'],
'subject' => $ticket['subject'],
'message' => $ticket['message'],
'attachments' => $ticket['attachments'],
'dt' => hesk_date($ticket['dt'], true),
'lastchange' => hesk_date($ticket['lastchange'], true),
'id' => $ticket['id'],
'time_worked' => $ticket['time_worked'],
'last_reply_by' => hesk_getReplierName($ticket),
);
// 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);
/* Notify the new owner? */
if ($ticket['owner'] != intval($_SESSION['id'])) {
hesk_notifyAssignedStaff(false, 'ticket_assigned_to_you', $modsForHesk_settings);
}
} else {
$end_message[] = sprintf($hesklang['assign_5'], $ticket['trackid'], $owner_data['name']);
}
$i++;
}
hesk_process_messages(sprintf($hesklang['assign_log'], $num_assigned, ($i - $num_assigned), implode("\n", $end_message)),$referer,($num_assigned == 0) ? 'ERROR' : ($num_assigned < $i ? 'NOTICE' : 'SUCCESS'));
}
// Change priority
if (array_key_exists($_POST['a'], $priorities)) {
// A security check
hesk_token_check('POST');
// Priority info
$priority = $priorities[$_POST['a']];
foreach ($_POST['id'] as $this_id) {
if (is_array($this_id)) {
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `priority`, `category` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `id`={$this_id} LIMIT 1");
if (hesk_dbNumRows($result) != 1) {
continue;
}
$ticket = hesk_dbFetchAssoc($result);
if ($ticket['priority'] == $priority['value']) {
continue;
}
hesk_okCategory($ticket['category']);
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `priority`='{$priority['value']}' WHERE `id`={$this_id}");
mfh_insert_audit_trail_record($this_id, 'TICKET', 'audit_priority', hesk_date(),
array(0 => $_SESSION['name'] . ' (' . $_SESSION['user'] . ')',
1 => $priority['lang']));
$i++;
}
hesk_process_messages($hesklang['pri_set_to'] . ' ' . $priority['formatted'], $referer, 'SUCCESS');
} /* DELETE */
elseif ($_POST['a'] == 'delete') {
/* Check permissions for this feature */
hesk_checkPermission('can_del_tickets');
/* A security check */
hesk_token_check('POST');
// Will we need ticket notifications?
if ($hesk_settings['notify_closed']) {
require(HESK_PATH . 'inc/email_functions.inc.php');
}
foreach ($_POST['id'] as $this_id) {
if (is_array($this_id)) {
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `id`='" . intval($this_id) . "' LIMIT 1");
if (hesk_dbNumRows($result) != 1) {
continue;
}
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_fullyDeleteTicket();
$i++;
}
hesk_process_messages(sprintf($hesklang['num_tickets_deleted'], $i), $referer, 'SUCCESS');
} /* MERGE TICKETS */
elseif ($_POST['a'] == 'merge') {
/* Check permissions for this feature */
hesk_checkPermission('can_merge_tickets');
/* A security check */
hesk_token_check('POST');
/* Sort IDs, tickets will be merged to the lowest ID */
sort($_POST['id'], SORT_NUMERIC);
/* Select lowest ID as the target ticket */
$merge_into = array_shift($_POST['id']);
/* Merge tickets or throw an error */
if (hesk_mergeTickets($_POST['id'], $merge_into)) {
hesk_process_messages($hesklang['merged'], $referer, 'SUCCESS');
} else {
$hesklang['merge_err'] .= ' ' . $_SESSION['error'];
hesk_cleanSessionVars($_SESSION['error']);
hesk_process_messages($hesklang['merge_err'], $referer);
}
} /* TAG/UNTAG TICKETS */
elseif ($_POST['a'] == 'tag' || $_POST['a'] == 'untag') {
/* Check permissions for this feature */
hesk_checkPermission('can_add_archive');
/* A security check */
hesk_token_check('POST');
if ($_POST['a'] == 'tag') {
$archived = 1;
$action = $hesklang['num_tickets_tag'];
} else {
$archived = 0;
$action = $hesklang['num_tickets_untag'];
}
foreach ($_POST['id'] as $this_id) {
if (is_array($this_id)) {
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `id`='" . intval($this_id) . "' LIMIT 1");
if (hesk_dbNumRows($result) != 1) {
continue;
}
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `archive`='$archived' WHERE `id`='" . intval($this_id) . "'");
$i++;
}
hesk_process_messages(sprintf($action, $i), $referer, 'SUCCESS');
}
/* EXPORT */
elseif ($_POST['a']=='export') {
/* Check permissions for this feature */
hesk_checkPermission('can_export');
/* A security check */
hesk_token_check('POST');
$ids_to_export = array();
foreach ($_POST['id'] as $this_id) {
if ( is_array($this_id) ) {
continue;
}
$ids_to_export[] = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$i++;
}
if ($i < 1) {
hesk_process_messages($hesklang['no_selected'], $referer, 'NOTICE');
}
// Start SQL statement for selecting tickets
$sql = "SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id` IN (".implode(',', $ids_to_export).") ";
$sql .= " AND " . hesk_myCategories();
$sql .= " AND " . hesk_myOwnership();
require_once(HESK_PATH . 'inc/custom_fields.inc.php');
require(HESK_PATH . 'inc/export_functions.inc.php');
list($success_msg, $tickets_exported) = hesk_export_to_XML($sql, true);
if ($tickets_exported > 0) {
hesk_process_messages($success_msg,$referer,'SUCCESS');
} else {
hesk_process_messages($hesklang['n2ex'],$referer,'NOTICE');
}
}
/* ANONYMIZE */
elseif ($_POST['a']=='anonymize') {
/* Check permissions for this feature */
hesk_checkPermission('can_privacy');
/* A security check */
hesk_token_check('POST');
require(HESK_PATH . 'inc/privacy_functions.inc.php');
foreach ($_POST['id'] as $this_id) {
if (is_array($this_id)) {
continue;
}
$this_id = intval($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($this_id)."' AND ".hesk_myOwnership()." LIMIT 1");
if (hesk_dbNumRows($result) != 1) {
continue;
}
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_anonymizeTicket(null, null, true);
$i++;
}
hesk_process_messages(sprintf($hesklang['num_tickets_anon'],$i),$referer,'SUCCESS');
}
/* PRINT */
elseif ($_POST['a']=='print') {
/* Check permissions for this feature */
hesk_checkPermission('can_view_tickets');
/* A security check */
hesk_token_check('POST');
// Load custom fields
require_once(HESK_PATH . 'inc/custom_fields.inc.php');
// List of staff
if (!isset($admins)) {
$admins = array();
$res2 = hesk_dbQuery("SELECT `id`,`name` FROM `".hesk_dbEscape($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');
while ($row=hesk_dbFetchAssoc($res2)) {
$hesk_settings['categories'][$row['id']] = $row['name'];
}
// Print page head
header('Content-Type: text/html; charset=utf-8');
?>
<?php echo $hesk_settings['hesk_title']; ?>
$_SESSION['name'] . ' (' . $_SESSION['user'] . ')'));
$i++;
// Notify customer of closed ticket?
if ($hesk_settings['notify_closed']) {
$ticket['dt'] = hesk_date($ticket['dt'], true);
$ticket['lastchange'] = hesk_date($ticket['lastchange'], true);
$ticket = hesk_ticketToPlain($ticket, 1, 0);
hesk_notifyCustomer($modsForHesk_settings, 'ticket_closed');
}
}
hesk_process_messages(sprintf($hesklang['num_tickets_closed'], $i), $referer, 'SUCCESS');
}
/*** START FUNCTIONS ***/
function hesk_fullyDeleteTicket()
{
global $hesk_settings, $hesklang, $ticket;
/* Delete attachment files */
$res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` WHERE `ticket_id`='" . hesk_dbEscape($ticket['trackid']) . "'");
if (hesk_dbNumRows($res)) {
$hesk_settings['server_path'] = dirname(dirname(__FILE__));
while ($file = hesk_dbFetchAssoc($res)) {
hesk_unlink($hesk_settings['server_path'] . '/' . $hesk_settings['attach_dir'] . '/' . $file['saved_name']);
}
}
/* Delete attachments info from the database */
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` WHERE `ticket_id`='" . hesk_dbEscape($ticket['trackid']) . "'");
/* Delete the ticket */
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `id`='" . intval($ticket['id']) . "'");
/* Delete replies to the ticket */
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto`='" . intval($ticket['id']) . "'");
/* Delete ticket notes */
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` WHERE `ticket`='" . intval($ticket['id']) . "'");
/* Delete audit trail records */
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "audit_trail_to_replacement_values`
WHERE `audit_trail_id` IN (
SELECT `id` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "audit_trail`
WHERE `entity_type` = 'TICKET' AND `entity_id` = " . intval($ticket['id']) . ")");
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "audit_trail` WHERE `entity_type`='TICKET'
AND `entity_id` = " . intval($ticket['id']));
/* Delete ticket reply drafts */
hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "reply_drafts` WHERE `ticket`=" . intval($ticket['id']));
return true;
}
?>