<?php
/*******************************************************************************
 *  Title: Help Desk Software HESK
 *  Version: 2.6.7 from 18th April 2016
 *  Author: Klemen Stirn
 *  Website: http://www.hesk.com
 ********************************************************************************
 *  COPYRIGHT AND TRADEMARK NOTICE
 *  Copyright 2005-2015 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,
 *  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
 *******************************************************************************/

define('IN_SCRIPT', 1);
define('HESK_PATH', '../');
define('WYSIWYG', 1);
define('VALIDATOR', 1);

/* Get all the required files and functions */
require(HESK_PATH . 'hesk_settings.inc.php');
require(HESK_PATH . 'inc/common.inc.php');
require(HESK_PATH . 'inc/admin_functions.inc.php');
require(HESK_PATH . 'inc/status_functions.inc.php');
require(HESK_PATH . 'inc/view_attachment_functions.inc.php');
hesk_load_database_functions();

hesk_session_start();
hesk_dbConnect();
hesk_isLoggedIn();

/* Check permissions for this feature */
hesk_checkPermission('can_view_tickets');
$modsForHesk_settings = mfh_getSettings();

$can_del_notes = hesk_checkPermission('can_del_notes', 0);
$can_reply = hesk_checkPermission('can_reply_tickets', 0);
$can_delete = hesk_checkPermission('can_del_tickets', 0);
$can_edit = hesk_checkPermission('can_edit_tickets', 0);
$can_archive = hesk_checkPermission('can_add_archive', 0);
$can_assign_self = hesk_checkPermission('can_assign_self', 0);
$can_view_unassigned = hesk_checkPermission('can_view_unassigned', 0);
$can_change_cat = hesk_checkPermission('can_change_cat', 0);
$can_ban_emails = hesk_checkPermission('can_ban_emails', 0);
$can_unban_emails = hesk_checkPermission('can_unban_emails', 0);
$can_ban_ips = hesk_checkPermission('can_ban_ips', 0);
$can_unban_ips = hesk_checkPermission('can_unban_ips', 0);

// Get ticket ID
$trackingID = hesk_cleanID() or print_form();

$_SERVER['PHP_SELF'] = 'admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999);

/* We will need timer function */
define('TIMER', 1);

/* Get ticket info */
$res = hesk_dbQuery("SELECT `t1`.* , `t2`.name AS `repliername` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` AS `t1` LEFT JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` AS `t2` ON `t1`.`replierid` = `t2`.`id` WHERE `trackid`='" . hesk_dbEscape($trackingID) . "' LIMIT 1");

/* Ticket found? */
if (hesk_dbNumRows($res) != 1) {
    /* Ticket not found, perhaps it was merged with another ticket? */
    $res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `merged` LIKE '%#" . hesk_dbEscape($trackingID) . "#%' LIMIT 1");

    if (hesk_dbNumRows($res) == 1) {
        /* OK, found in a merged ticket. Get info */
        $ticket = hesk_dbFetchAssoc($res);
        hesk_process_messages(sprintf($hesklang['tme'], $trackingID, $ticket['trackid']), 'NOREDIRECT', 'NOTICE');
        $trackingID = $ticket['trackid'];
    } else {
        /* Nothing found, error out */
        hesk_process_messages($hesklang['ticket_not_found'], 'NOREDIRECT');
        print_form();
    }
} else {
    /* We have a match, get ticket info */
    $ticket = hesk_dbFetchAssoc($res);
}

/* Permission to view this ticket? */
if ($ticket['owner'] && $ticket['owner'] != $_SESSION['id'] && !hesk_checkPermission('can_view_ass_others', 0)) {
    hesk_error($hesklang['ycvtao']);
}

if (!$ticket['owner'] && !$can_view_unassigned) {
    hesk_error($hesklang['ycovtay']);
}

/* Set last replier name */
if ($ticket['lastreplier']) {
    if (empty($ticket['repliername'])) {
        $ticket['repliername'] = $hesklang['staff'];
    }
} else {
    $ticket['repliername'] = $ticket['name'];
}

/* Get category name and ID */
$result = hesk_dbQuery("SELECT `id`, `name`, `manager` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "categories` WHERE `id`='" . intval($ticket['category']) . "' LIMIT 1");

/* If this category has been deleted use the default category with ID 1 */
if (hesk_dbNumRows($result) != 1) {
    $result = hesk_dbQuery("SELECT `id`, `name`, `manager` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "categories` WHERE `id`='1' LIMIT 1");
}

$category = hesk_dbFetchAssoc($result);
$managerRS = hesk_dbQuery('SELECT * FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'users` WHERE `id` = ' . intval($_SESSION['id']));
$managerRow = hesk_dbFetchAssoc($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_cat = true;
}

/* Is this user allowed to view tickets inside this category? */
hesk_okCategory($category['id']);

/* Delete post action */
if (isset($_GET['delete_post']) && $can_delete && hesk_token_check()) {
    $n = intval(hesk_GET('delete_post'));
    if ($n) {
        /* Get last reply ID, we'll need it later */
        $res = hesk_dbQuery("SELECT `id` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto`='" . intval($ticket['id']) . "' ORDER BY `id` DESC LIMIT 1");
        $last_reply_id = hesk_dbResult($res, 0, 0);

        // Was this post submitted by staff and does it have any attachments?
        $res = hesk_dbQuery("SELECT `dt`, `staffid`, `attachments` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `id`='" . intval($n) . "' AND `replyto`='" . intval($ticket['id']) . "' LIMIT 1");
        $reply = hesk_dbFetchAssoc($res);

        // If the reply was by a staff member update the appropriate columns
        if ($reply['staffid']) {
            // Is this the only staff reply? Delete "firstreply" and "firstreplyby" columns
            if ($ticket['staffreplies'] <= 1) {
                $staffreplies_sql = ' , `firstreply`=NULL, `firstreplyby`=NULL, `staffreplies`=0 ';
            } // Are we deleting the first staff reply? Update "firstreply" and "firstreplyby" columns
            elseif ($reply['dt'] == $ticket['firstreply'] && $reply['staffid'] == $ticket['firstreplyby']) {
                // Get the new first reply info
                $res = hesk_dbQuery("SELECT `dt`, `staffid` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto`='" . intval($ticket['id']) . "' AND `id`!='" . intval($n) . "' AND `staffid`!=0 ORDER BY `id` ASC LIMIT 1");

                // Did we find the new first reply?
                if (hesk_dbNumRows($res)) {
                    $firstreply = hesk_dbFetchAssoc($res);
                    $staffreplies_sql = " , `firstreply`='" . hesk_dbEscape($firstreply['dt']) . "', `firstreplyby`='" . hesk_dbEscape($firstreply['staffid']) . "', `staffreplies`=`staffreplies`-1 ";
                } // The count must have been wrong, update it
                else {
                    $staffreplies_sql = ' , `firstreply`=NULL, `firstreplyby`=NULL, `staffreplies`=0 ';
                }
            } // OK, this is not the first and not the only staff reply, just reduce number
            else {
                $staffreplies_sql = ' , `staffreplies`=`staffreplies`-1 ';
            }
        } else {
            $staffreplies_sql = '';
        }

        /* Delete any attachments to this post */
        if (strlen($reply['attachments'])) {
            $hesk_settings['server_path'] = dirname(dirname(__FILE__));

            /* List of attachments */
            $att = explode(',', substr($reply['attachments'], 0, -1));
            foreach ($att as $myatt) {
                list($att_id, $att_name) = explode('#', $myatt);

                /* Delete attachment files */
                $res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` WHERE `att_id`='" . intval($att_id) . "' LIMIT 1");
                if (hesk_dbNumRows($res) && $file = hesk_dbFetchAssoc($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($hesk_settings['db_pfix']) . "attachments` WHERE `att_id`='" . intval($att_id) . "' LIMIT 1");
            }
        }

        /* Delete this reply */
        hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `id`='" . intval($n) . "' AND `replyto`='" . intval($ticket['id']) . "' LIMIT 1");

        /* Reply wasn't deleted */
        if (hesk_dbAffectedRows() != 1) {
            hesk_process_messages($hesklang['repl1'], $_SERVER['PHP_SELF']);
        } else {
            $closed_sql = '';
            $changeStatusRs = hesk_dbQuery('SELECT `id`, `LockedTicketStatus`, `IsCustomerReplyStatus`, `IsDefaultStaffReplyStatus`, `IsNewTicketStatus`
                                                  FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses`
                                                  WHERE `LockedTicketStatus` = 1
                                                    OR `IsCustomerReplyStatus` = 1
                                                    OR `IsDefaultStaffReplyStatus` = 1
                                                    OR `IsNewTicketStatus` = 1');
            $lockedTicketStatus = '';
            $customerReplyStatus = '';
            $defaultStaffReplyStatus = '';
            $newTicketStatus = '';
            while ($row = hesk_dbFetchAssoc($changeStatusRs)) {
                if ($row['LockedTicketStatus']) {
                    $lockedTicketStatus = $row['id'];
                } elseif ($row['IsCustomerReplyStatus']) {
                    $customerReplyStatus = $row['id'];
                } elseif ($row['IsDefaultStaffReplyStatus']) {
                    $defaultStaffReplyStatus = $row['id'];
                } elseif ($row['IsNewTicketStatus']) {
                    $newTicketStatus = $row['id'];
                }
            }

            /* Reply deleted. Need to update status and last replier? */
            $res = hesk_dbQuery("SELECT `dt`, `staffid` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto`='" . intval($ticket['id']) . "' ORDER BY `id` DESC LIMIT 1");
            if (hesk_dbNumRows($res)) {
                $replier_id = hesk_dbResult($res, 0, 1);
                $last_replier = $replier_id ? 1 : 0;

                /* Change status? */
                $status_sql = '';
                if ($last_reply_id == $n) {
                    $status = $ticket['locked'] ? $lockedTicketStatus : ($last_replier ? $defaultStaffReplyStatus : $customerReplyStatus);
                    $status_sql = " , `status`='" . intval($status) . "' ";

                    // Update closedat and closedby columns as required
                    if ($status == $lockedTicketStatus) {
                        $closed_sql = " , `closedat`=NOW(), `closedby`=" . intval($_SESSION['id']) . " ";
                    }
                }

                hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `lastchange`=NOW(), `lastreplier`='{$last_replier}', `replierid`='" . intval($replier_id) . "', `replies`=`replies`-1 $status_sql $closed_sql $staffreplies_sql WHERE `id`='" . intval($ticket['id']) . "' LIMIT 1");
            } else {
                // Update status, closedat and closedby columns as required
                if ($ticket['locked']) {
                    $status = $lockedTicketStatus;
                    $closed_sql = " , `closedat`=NOW(), `closedby`=" . intval($_SESSION['id']) . " ";
                } else {
                    $status = $newTicketStatus;
                    $closed_sql = " , `closedat`=NULL, `closedby`=NULL ";
                }

                hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `lastchange`=NOW(), `lastreplier`='0', `status`='$status', `replies`=0 $staffreplies_sql WHERE `id`='" . intval($ticket['id']) . "' LIMIT 1");
            }

            hesk_process_messages($hesklang['repl'], $_SERVER['PHP_SELF'], 'SUCCESS');
        }
    } else {
        hesk_process_messages($hesklang['repl0'], $_SERVER['PHP_SELF']);
    }
}

/* Delete notes action */
if (isset($_GET['delnote']) && hesk_token_check()) {
    $n = intval(hesk_GET('delnote'));
    if ($n) {
        // Get note info
        $res = hesk_dbQuery("SELECT `who`, `attachments` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` WHERE `id`={$n}");

        if (hesk_dbNumRows($res)) {
            $note = hesk_dbFetchAssoc($res);

            // Permission to delete note?
            if ($can_del_notes || $note['who'] == $_SESSION['id']) {
                // Delete note
                hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` WHERE `id`='" . intval($n) . "' LIMIT 1");

                // Delete attachments
                if (strlen($note['attachments'])) {
                    $hesk_settings['server_path'] = dirname(dirname(__FILE__));

                    $attachments = array();

                    $att = explode(',', substr($note['attachments'], 0, -1));
                    foreach ($att as $myatt) {
                        list($att_id, $att_name) = explode('#', $myatt);
                        $attachments[] = intval($att_id);
                    }

                    if (count($attachments)) {
                        $res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` WHERE `att_id` IN (" . implode(',', $attachments) . ") ");
                        while ($file = hesk_dbFetchAssoc($res)) {
                            hesk_unlink($hesk_settings['server_path'] . '/' . $hesk_settings['attach_dir'] . '/' . $file['saved_name']);
                        }
                        hesk_dbQuery("DELETE FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` WHERE `att_id` IN (" . implode(',', $attachments) . ") ");
                    }
                }
            }
        }
    }

    header('Location: admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999));
    exit();
}

/* Add a note action */
if (isset($_POST['notemsg']) && hesk_token_check('POST')) {
    // Error buffer
    $hesk_error_buffer = array();

    // Get message
    $msg = hesk_input(hesk_POST('notemsg'));

    // Get attachments
    if ($hesk_settings['attachments']['use']) {
        require(HESK_PATH . 'inc/posting_functions.inc.php');
        require(HESK_PATH . 'inc/htmLawed.php');
        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 = '';

    // We need message and/or attachments to accept note
    if (count($attachments) || strlen($msg) || count($hesk_error_buffer)) {
        // Any errors?
        if (count($hesk_error_buffer) != 0) {
            $_SESSION['note_message'] = hesk_POST('notemsg');

            // Remove any successfully uploaded attachments
            if ($hesk_settings['attachments']['use']) {
                hesk_removeAttachments($attachments);
            }

            $tmp = '';
            foreach ($hesk_error_buffer as $error) {
                $tmp .= "<li>$error</li>\n";
            }
            $hesk_error_buffer = $tmp;

            $hesk_error_buffer = $hesklang['pcer'] . '<br /><br /><ul>' . $hesk_error_buffer . '</ul>';
            hesk_process_messages($hesk_error_buffer, 'admin_ticket.php?track=' . $ticket['trackid'] . '&Refresh=' . rand(10000, 99999));
        }

        // Process 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`,`type`) VALUES ('" . hesk_dbEscape($trackingID) . "','" . hesk_dbEscape($myatt['saved_name']) . "','" . hesk_dbEscape($myatt['real_name']) . "','" . intval($myatt['size']) . "', '1')");
                $myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] . '#' . $myatt['saved_name'] . ',';
            }
        }

        // Add note to database
        $msg = nl2br(hesk_makeURL($msg));
        hesk_dbQuery("INSERT INTO `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` (`ticket`,`who`,`dt`,`message`,`attachments`) VALUES ('" . intval($ticket['id']) . "','" . intval($_SESSION['id']) . "',NOW(),'" . hesk_dbEscape($msg) . "','" . hesk_dbEscape($myattachments) . "')");

        /* Notify assigned staff that a note has been added if needed */
        $users = hesk_dbQuery("SELECT `email`, `notify_note` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` WHERE (`id`='" . intval($ticket['owner']) . "' OR (`isadmin` = '1' AND `notify_note_unassigned` = '1')) AND `id` <> '" . intval($_SESSION['id']) . "'");

        if (hesk_dbNumRows($users) > 0) {
            // 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' => $_SESSION['name'],
                'lastreplier' => $ticket['lastreplier'],
                'subject' => $ticket['subject'],
                'message' => stripslashes($msg),
                'dt' => hesk_date($ticket['dt'], true),
                'lastchange' => hesk_date($ticket['lastchange'], true),
                'attachments' => $myattachments,
                '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);

            /* 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, $modsForHesk_settings, 1);
            $htmlMessage = hesk_getHtmlMessage('new_note', $ticket, $modsForHesk_settings, 1);
            $hasMessage = hesk_doesTemplateHaveTag('new_note', '%%MESSAGE%%', $modsForHesk_settings);


            /* Send email to staff */
            while ($user = hesk_dbFetchAssoc($users)) {
                hesk_mail($user['email'], $subject, $message, $htmlMessage, $modsForHesk_settings, array(), array(), $hasMessage);
            }
        }
    }
    header('Location: admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999));
    exit();
}

/* Update time worked */
if ($hesk_settings['time_worked'] && ($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['cannot_link_ticket_to_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['linked_ticket_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_already_linked'], $_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['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
    hesk_dbQuery('UPDATE `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'tickets` SET `parent` = NULL WHERE `ID` = ' . hesk_dbEscape($_GET['deleteChild']));
    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'])) {
    //-- Delete the relationship
    hesk_dbQuery('UPDATE `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'tickets` SET `parent` = NULL WHERE `ID` = ' . hesk_dbEscape($ticket['id']));
    hesk_process_messages($hesklang['ticket_no_longer_linked'], 'admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999), 'SUCCESS');
}

/* 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;
    }

    $note = intval(hesk_GET('note', 0));
    if ($note < 1) {
        $note = 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'] . '#' . $att['saved_name']) . ",','') WHERE `id`='" . intval($reply) . "' LIMIT 1");
        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($ticket['id']) . "' LIMIT 1");
    } elseif ($note) {
        hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` SET `attachments`=REPLACE(`attachments`,'" . hesk_dbEscape($att_id . '#' . $att['real_name'] . '#' . $att['saved_name']) . ",','') WHERE `id`={$note} LIMIT 1");
        hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` SET `attachments`=REPLACE(`attachments`,'" . hesk_dbEscape($att_id . '#' . $att['real_name']) . ",','') WHERE `id`={$note} LIMIT 1");
    } else {
        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']) . "' LIMIT 1");
        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');
}

//-- Update location action
if (isset($_POST['latitude']) && isset($_POST['longitude'])) {
    hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `latitude` = '" . hesk_dbEscape($_POST['latitude']) . "',
        `longitude` = '" . hesk_dbEscape($_POST['longitude']) . "' WHERE `ID` = " . intval($ticket['id']));

    //redirect
    hesk_process_messages($hesklang['ticket_location_updated'], 'admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999), 'SUCCESS');
}

/* Print header */
require_once(HESK_PATH . 'inc/headerAdmin.inc.php');

/* List of categories */
$orderBy = $modsForHesk_settings['category_order_column'];
$result = hesk_dbQuery("SELECT `id`,`name` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "categories` ORDER BY `" . $orderBy . "` ASC");
$categories_options = '';
while ($row = hesk_dbFetchAssoc($result)) {
    $selected = '';
    if ($row['id'] == $ticket['category']) {
        $selected = 'selected';
    }
    $categories_options .= '<option value="' . $row['id'] . '" ' . $selected . '>' . $row['name'] . '</option>';
}

/* List of users */
$admins = array();
$result = hesk_dbQuery("SELECT `id`,`name`,`isadmin`,`categories`,`heskprivileges` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` WHERE `active` = '1' ORDER BY `name` 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 */
if ($ticket['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'));
} else {
    $reply = false;
}

// Demo mode
if (defined('HESK_DEMO')) {
    $ticket['email'] = 'hidden@demo.com';
    $ticket['ip'] = '127.0.0.1';
}

// If an email address is tied to this ticket, check if there are any others
$recentTickets = NULL;
if ($ticket['email'] != '') {
    $recentTicketsSql = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets`
    WHERE `email` = '" . hesk_dbEscape($ticket['email']) . "' AND `trackid` <> '" . hesk_dbEscape($trackingID) . "' ORDER BY `lastchange` DESC LIMIT 5");
    while ($recentRow = hesk_dbFetchAssoc($recentTicketsSql)) {
        if ($recentTickets === NULL) {
            $recentTickets = array();
        }
        array_push($recentTickets, $recentRow);
    }

    if ($recentTickets !== NULL) {
        $recentTicketsWithStatuses = array();
        foreach ($recentTickets as $recentTicket) {
            $newRecentTicket = $recentTicket;
            $thisTicketStatusRS = hesk_dbQuery("SELECT `ID`, `TextColor` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` WHERE `ID` = " . intval($recentTicket['status']));
            $theStatusRow = hesk_dbFetchAssoc($thisTicketStatusRS);
            $newRecentTicket['statusText'] = mfh_getDisplayTextForStatusId($theStatusRow['ID']);
            $newRecentTicket['statusColor'] = $theStatusRow['TextColor'];
            array_push($recentTicketsWithStatuses, $newRecentTicket);
        }
        $recentTickets = $recentTicketsWithStatuses;
    }
}

/* Print admin navigation */
require_once(HESK_PATH . 'inc/show_admin_nav.inc.php');
?>
<div class="row" style="padding: 20px">
    <div class="col-md-2">
        <div class="panel panel-default">
            <div class="panel-heading"><?php echo $hesklang['information']; ?></div>
            <ul class="list-group">
                <li class="list-group-item">
                    <strong><?php echo $hesklang['trackID']; ?></strong><br/>
                    <?php

                    $tmp = '';
                    if ($hesk_settings['sequential']) {
                        $tmp = ' (' . $hesklang['seqid'] . ': ' . $ticket['id'] . ')';
                    }

                    echo $trackingID . '<br/>' . $tmp; ?>
                </li>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['lgs']; ?></strong><br>
                    <?php echo $ticket['language'] !== NULL ? $ticket['language'] : HESK_DEFAULT_LANGUAGE; ?>
                </li>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['replies']; ?></strong><br/>
                    <?php echo $ticket['replies']; ?>
                </li>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['owner']; ?></strong><br/>
                    <?php
                    echo isset($admins[$ticket['owner']]) ? $admins[$ticket['owner']] :
                        ($can_assign_self ? $hesklang['unas'] . ' — <a href="assign_owner.php?track=' . $trackingID . '&amp;owner=' . $_SESSION['id'] . '&amp;token=' . hesk_token_echo(0) . '">' . $hesklang['asss'] . '</a>' : $hesklang['unas']);
                    ?>
                </li>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['created_on']; ?></strong><br/>
                    <?php echo hesk_date($ticket['dt'], true); ?>
                </li>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['last_update']; ?></strong><br/>
                    <?php echo hesk_date($ticket['lastchange'], true); ?>
                </li>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['last_replier']; ?></strong><br/>
                    <?php echo $ticket['repliername']; ?>
                </li>
                <?php
                if ($hesk_settings['time_worked']) {
                    ?>
                    <li class="list-group-item">
                        <strong><?php echo $hesklang['ts']; ?></strong><br/>
                        <?php
                        if ($can_reply || $can_edit)
                        {
                        ?>
                        <a href="Javascript:void(0)" onclick="Javascript:hesk_toggleLayerDisplay('modifytime')"><?php echo $ticket['time_worked']; ?></a>

                            <?php $t = hesk_getHHMMSS($ticket['time_worked']); ?>

                            <div id="modifytime" style="display:none">
                                <br />

                                <form data-toggle="validator" class="form-horizontal" method="post" action="admin_ticket.php" style="margin:0px; padding:0px;">
                                    <div class="form-group">
                                        <label for="h" class="col-sm-4 control-label"><?php echo $hesklang['hh']; ?></label>
                                        <div class="col-sm-8">
                                            <input type="text" name="h" value="<?php echo $t[0]; ?>" size="3"
                                            data-error="<?php echo htmlspecialchars($hesklang['this_field_is_required']); ?>"
                                            placeholder="<?php echo htmlspecialchars($hesklang['hh']); ?>"
                                            class="form-control input-sm" required>
                                        </div>
                                        <div class="col-sm-12 text-right">
                                            <div class="help-block with-errors"></div>
                                        </div>
                                    </div>
                                    <div class="form-group input-group-sm">
                                        <label for="m" class="col-sm-4 control-label"><?php echo $hesklang['mm']; ?></label>
                                        <div class="col-sm-8">
                                            <input type="text" name="m" value="<?php echo $t[1]; ?>" size="3"
                                            data-error="<?php echo htmlspecialchars($hesklang['this_field_is_required']); ?>"
                                            placeholder="<?php echo htmlspecialchars($hesklang['mm']); ?>"
                                            class="form-control input-sm" required>
                                        </div>
                                        <div class="col-sm-12 text-right">
                                            <div class="help-block with-errors"></div>
                                        </div>
                                    </div>
                                    <div class="form-group input-group-sm">
                                        <label for="s" class="col-sm-4 control-label"><?php echo $hesklang['ss']; ?></label>
                                        <div class="col-sm-8">
                                            <input type="text" name="s" value="<?php echo $t[2]; ?>" size="3"
                                            data-error="<?php echo htmlspecialchars($hesklang['this_field_is_required']); ?>"
                                            placeholder="<?php echo htmlspecialchars($hesklang['ss']); ?>"
                                            class="form-control input-sm" required>
                                        </div>
                                        <div class="col-sm-12 text-right">
                                            <div class="help-block with-errors"></div>
                                        </div>
                                    </div>
                                    <div class="text-right">
                                        <div class="btn-group btn-group-sm text-right">
                                            <input class="btn btn-primary" type="submit" value="<?php echo $hesklang['save']; ?>" />
                                            <a class="btn btn-default" href="Javascript:void(0)" onclick="Javascript:hesk_toggleLayerDisplay('modifytime')"><?php echo $hesklang['cancel']; ?></a>
                                        </div>
                                    </div>
                                    <input type="hidden" name="track" value="<?php echo $trackingID; ?>" />
                                    <input type="hidden" name="token" value="<?php hesk_token_echo(); ?>" />
                                </form>
                            </div>

                        </td>
                        <?php
                        }
                        else
                        {
                            echo $ticket['time_worked'];
                        }
                        ?>
                    </li>
                <?php } // End if time_worked ?>
                <li class="list-group-item">
                    <strong><?php echo $hesklang['linked_tickets']; ?></strong>

                    <p><?php
                        if ($ticket['parent'] != null) {
                            //-- Get the tracking ID of the parent
                            $parent = hesk_dbQuery('SELECT `trackid` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'tickets`
                                WHERE `ID` = ' . hesk_dbEscape($ticket['parent']))->fetch_assoc();
                            echo '<a href="admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999) . '&deleteParent=true">
                                <i class="fa fa-times-circle" data-toggle="tooltip" data-placement="top" title="' . $hesklang['delete_relationship'] . '"></i></a>';
                            echo '&nbsp;<a href="admin_ticket.php?track=' . $parent['trackid'] . '&Refresh=' . mt_rand(10000, 99999) . '">' . $parent['trackid'] . '</a>';
                        }
                        //-- Check if any tickets have a parent set to this tracking ID
                        $hasRows = false;
                        $childrenRS = hesk_dbQuery('SELECT * FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'tickets`
                        WHERE `parent` = ' . hesk_dbEscape($ticket['id']));
                        while ($row = $childrenRS->fetch_assoc()) {
                            $hasRows = true;
                            echo '<a href="admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999) . '&deleteChild=' . $row['id'] . '">
                            <i class="fa fa-times-circle font-icon red" data-toggle="tooltip" data-placement="top" title="' . $hesklang['unlink'] . '"></i></a>';
                            echo '&nbsp;<a href="admin_ticket.php?track=' . $row['trackid'] . '&Refresh=' . mt_rand(10000, 99999) . '">' . $row['trackid'] . '</a>';
                            echo '<br>';
                        }
                        if (!$hasRows && $ticket['parent'] == null) {
                            echo $hesklang['none'];
                        }
                        ?></p>
                    <?php
                    if ($can_reply || $can_edit) {
                        ?>
                        <div id="addChildText">
                            <p><?php echo '<a class="btn btn-default btn-sm" href="javascript:void(0)" onclick="toggleChildrenForm(true)">' . $hesklang['add_ticket'] . '</a>'; ?></p>
                        </div>
                        <div id="childrenForm" style="display: none">
                            <form action="admin_ticket.php" method="post" data-toggle="validator">
                                <div class="form-group">
                                    <label for="childTrackingId" class="control-label">
                                        <?php echo $hesklang['trackID']; ?>
                                    </label>
                                    <input type="text" name="childTrackingId" class="form-control input-sm"
                                           placeholder="<?php echo htmlspecialchars($hesklang['trackID']); ?>"
                                           data-error="<?php echo htmlspecialchars($hesklang['this_field_is_required']); ?>"
                                           required>
                                    <div class="help-block with-errors"></div>
                                </div>
                                <div class="btn-group">
                                    <input type="submit" class="btn btn-primary btn-sm"
                                           value="<?php echo $hesklang['save']; ?>">
                                    <a class="btn btn-default btn-sm" href="javascript:void(0)"
                                       onclick="toggleChildrenForm(false)">
                                        <?php echo $hesklang['cancel']; ?>
                                    </a>
                                </div>
                                <input type="hidden" name="track" value="<?php echo $trackingID; ?>"/>
                                <input type="hidden" name="token" value="<?php hesk_token_echo(); ?>"/>
                            </form>
                        </div>
                    <?php } ?>
                </li>
                <?php if ($recentTickets !== NULL): ?>
                    <li class="list-group-item">
                        <strong><?php echo $hesklang['recent_tickets']; ?></strong>
                        <?php foreach ($recentTickets as $recentTicket): ?>
                            <p style="margin: 0">
                                <i class="fa fa-circle" data-toggle="tooltip" data-placement="top"
                                   style="color: <?php echo $recentTicket['statusColor']; ?>"
                                   title="<?php echo sprintf($hesklang['current_status_colon'], $recentTicket['statusText']); ?>"></i>
                                <?php echo '<a href="admin_ticket.php?track=' . $recentTicket['trackid'] . '&amp;Refresh=' . mt_rand(10000, 99999) . '">' . $recentTicket['trackid'] . '</a>'; ?>
                            </p>
                        <?php endforeach; ?>
                    </li>
                <?php endif; ?>
            </ul>
        </div>
    </div>
    <div class="col-md-10">
        <?php
        /* This will handle error, success and notice messages */
        hesk_handle_messages();

        /* Do we need or have any canned responses? */
        $can_options = hesk_printCanned();

        echo hesk_getAdminButtons();
        ?>
        <div class="blankSpace"></div>
        <!-- BEGIN TICKET HEAD -->
        <div class="table-bordered">
            <div class="row">
                <div class="col-md-12">
                    <h3>
                        <?php
                        if ($ticket['archive']) {
                            echo '<span class="fa fa-tag"></span> &nbsp;';
                        }
                        if ($ticket['locked']) {
                            echo '<span class="fa fa-lock"></span>&nbsp;';
                        }
                        if ($modsForHesk_settings['display_user_agent_information']
                            && $ticket['user_agent'] !== NULL
                            && $ticket['screen_resolution_height'] !== NULL
                            && $ticket['screen_resolution_height'] != 0
                            && $ticket['screen_resolution_width'] !== NULL
                            && $ticket['screen_resolution_width'] != 0
                        ):
                            ?>
                            <span data-toggle="modal" data-target="#user-agent-modal" style="cursor: pointer">
                                <i class="fa fa-desktop" data-toggle="tooltip"
                                   title="<?php echo htmlspecialchars($hesklang['click_for_device_information']); ?>"></i>
                            </span>
                            <div id="user-agent-modal" class="modal fade" tabindex="-1" role="dialog"
                                 aria-hidden="true">
                                <div class="modal-dialog modal-lg">
                                    <div class="modal-content">
                                        <div class="modal-header">
                                            <button type="button" class="close" data-dismiss="modal" aria-label="Close">
                                                <span aria-hidden="true">&times;</span>
                                            </button>
                                            <h4><?php echo $hesklang['device_information']; ?></h4>
                                        </div>
                                        <div class="modal-body">
                                            <script>
                                                var userAgent = platform.parse('<?php echo addslashes($ticket['user_agent']); ?>');
                                                console.log(userAgent);
                                                var screenResWidth = <?php echo intval($ticket['screen_resolution_width']); ?>;
                                                var screenResHeight = <?php echo intval($ticket['screen_resolution_height']); ?>;
                                            </script>
                                            <table class="table table-striped">
                                                <tbody>
                                                <tr>
                                                    <td><strong><?php echo $hesklang['operating_system']; ?></strong>
                                                    </td>
                                                    <td id="operating-system">&nbsp;</td>
                                                    <script>$('#operating-system').html(userAgent.os.toString());</script>
                                                </tr>
                                                <tr>
                                                    <td><strong><?php echo $hesklang['browser']; ?></strong></td>
                                                    <td id="browser">&nbsp;</td>
                                                    <script>$('#browser').html(userAgent.name + ' ' + userAgent.version);</script>
                                                </tr>
                                                <tr>
                                                    <td><strong><?php echo $hesklang['screen_resolution']; ?></strong>
                                                    </td>
                                                    <td id="screen-resolution">&nbsp;</td>
                                                    <script>$('#screen-resolution').html(screenResWidth + ' x ' + screenResHeight);</script>
                                                </tr>
                                                </tbody>
                                            </table>
                                        </div>
                                    </div>
                                </div>
                            </div>
                            <?php
                        endif;

                        if ($modsForHesk_settings['request_location']) {
                            $locationText = '';
                            $iconColor = '';
                            $hasLocation = true;
                            if (strpos($ticket['latitude'], 'E') === false) {
                                $locationText = $hesklang['click_for_map'];
                                $iconColor = 'inherit';
                            } else {
                                $hasLocation = false;
                                $locationText = $hesklang['location_unavailable'];
                                $iconColor = '#ccc';
                            }
                            ?>
                            <span data-toggle="modal" data-target=".map-modal" style="cursor: pointer">
                                <i class="fa fa-map-marker" data-toggle="tooltip" title="<?php echo $locationText; ?>"
                                   style="color: <?php echo $iconColor; ?>"></i>
                            </span>
                            <div id="map-modal" class="modal fade map-modal" tabindex="-1" role="dialog"
                                 aria-labelledby="myLargeModalLabel" aria-hidden="true">
                                <div class="modal-dialog modal-lg">
                                    <div class="modal-content">
                                        <div class="modal-header">
                                            <button type="button" class="close" data-dismiss="modal" aria-label="Close">
                                                <span aria-hidden="true">&times;</span>
                                            </button>
                                            <h4><?php echo $hesklang['users_location']; ?></h4>
                                        </div>
                                        <div class="modal-body">
                                            <?php if ($hasLocation): ?>
                                                <div id="map" style="height: 500px"></div><br>
                                                <address id="friendly-location" style="font-size: 13px"></address>
                                                <p id="save-for-address"
                                                   style="font-size: 13px;display:none"><?php echo $hesklang['save_to_see_updated_address']; ?></p>
                                                <script>
                                                    getFriendlyLocation(<?php echo $ticket['latitude']; ?>,
                                                        <?php echo $ticket['longitude']; ?>);
                                                </script>
                                                <div class="row">
                                                    <form action="admin_ticket.php" method="post" role="form">
                                                        <input type="hidden" name="track"
                                                               value="<?php echo $trackingID; ?>">
                                                        <input type="hidden" name="token"
                                                               value="<?php hesk_token_echo(); ?>">
                                                        <input type="hidden" name="latitude" id="latitude"
                                                               value="<?php echo $ticket['latitude']; ?>">
                                                        <input type="hidden" name="longitude" id="longitude"
                                                               value="<?php echo $ticket['longitude']; ?>">

                                                        <div class="btn-group" style="display:none" id="save-group">
                                                            <input type="submit" class="btn btn-success"
                                                                   value="<?php echo $hesklang['save_location']; ?>">
                                                            <button class="btn btn-default" data-dismiss="modal"
                                                                    onclick="closeAndReset(<?php echo $ticket['latitude']; ?>, <?php echo $ticket['longitude']; ?>)">
                                                                <?php echo $hesklang['close_modal_without_saving']; ?>
                                                            </button>
                                                        </div>
                                                        <button id="close-button" class="btn btn-default"
                                                                data-dismiss="modal"><?php echo $hesklang['close_modal']; ?></button>
                                                    </form>
                                                </div>
                                                <?php
                                            else:
                                                $errorCode = explode('-', $ticket['latitude']);
                                                $key = 'location_unavailable_' . $errorCode[1];
                                                echo '<h5>' . $hesklang[$key] . '</h5>';
                                            endif;
                                            ?>
                                        </div>
                                    </div>
                                </div>
                            </div>

                        <?php
                        // Only output JavaScript if we have coordinates
                        if (strpos($ticket['latitude'], 'E') === false):
                        ?>
                            <script>
                                var latitude = '';
                                latitude = <?php echo $ticket['latitude']; ?>;
                                var longitude = '';
                                longitude = <?php echo $ticket['longitude']; ?>;
                                initializeMapForStaff(latitude, longitude, "<?php echo $hesklang['users_location']; ?>");
                            </script>
                            <?php
                        endif;
                        }
                        echo $ticket['subject'];
                        ?></h3>
                </div>
            </div>
            <div class="row">
                <div class="col-md-3 col-sm-12" style="padding-top: 6px">
                    <p><?php echo $hesklang['created_on'] . ': ' . hesk_date($ticket['dt']); ?></p>
                </div>
                <div class="col-md-3 col-sm-12" style="padding-top: 6px">
                    <p><?php echo $hesklang['last_update'] . ': ' . hesk_date($ticket['lastchange']); ?></p>
                </div>
                <div class="col-md-6 col-sm-12 close-ticket">
                    <?php
                    $random = rand(10000, 99999);

                    $statusSql = 'SELECT `ID`, `IsStaffClosedOption`, `IsStaffReopenedStatus` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsStaffClosedOption` = 1 OR `IsStaffReopenedStatus` = 1';
                    $statusRs = hesk_dbQuery($statusSql);
                    $staffClosedOptionStatus = array();
                    $staffReopenedStatus = array();
                    while ($statusRow = hesk_dbFetchAssoc($statusRs)) {
                        if ($statusRow['IsStaffReopenedStatus'] == 1) {
                            $staffReopenedStatus['ID'] = $statusRow['ID'];
                        } else {
                            $staffClosedOptionStatus['ID'] = $statusRow['ID'];
                        }
                    }

                    $isTicketClosedSql = 'SELECT `IsClosed`, `Closable` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `ID` = ' . $ticket['status'];
                    $isTicketClosedRow = hesk_dbQuery($isTicketClosedSql)->fetch_assoc();
                    $isTicketClosed = $isTicketClosedRow['IsClosed'];
                    $isClosable = $isTicketClosedRow['Closable'] == 'yes' || $isTicketClosedRow['Closable'] == 'sonly';

                    echo '<div class="btn-group" role="group">';
                    $mgr = $isManager ? '&amp;isManager=1' : '';
                    if ($isTicketClosed == 0 && $isClosable) // Ticket is still open
                    {
                        echo '<a
		                        class="btn btn-default btn-sm" href="change_status.php?track=' . $trackingID . $mgr . '&amp;s=' . $staffClosedOptionStatus['ID'] . '&amp;Refresh=' . $random . '&amp;token=' . hesk_token_echo(0) . '">
		                            <i class="fa fa-check-circle"></i> ' . $hesklang['close_action'] . '</a>';
                    } elseif ($isTicketClosed == 1) {
                        echo '<a
		                        class="btn btn-default btn-sm" href="change_status.php?track=' . $trackingID . $mgr . '&amp;s=' . $staffReopenedStatus['ID'] . '&amp;Refresh=' . $random . '&amp;token=' . hesk_token_echo(0) . '">
		                            <i class="fa fa-check-circle"></i> ' . $hesklang['open_action'] . '</a>';
                    }

                    $strippedName = strip_tags($ticket['name']);
                    $strippedEmail = strip_tags($ticket['email']);
                    $linkText = 'new_ticket.php?name=' . $strippedName . '&email=' . $strippedEmail . '&catid=' . $category['id'] . '&priority=' . $ticket['priority'];
                    foreach ($hesk_settings['custom_fields'] as $k => $v) {
                        if ($v['use'] == 1) {

                            if ($v['type'] == 'checkbox') {
                                $value = str_replace('<br />', '-CHECKBOX-', $ticket[$k]);
                            } else {
                                $value = $ticket[$k];
                            }
                            $strippedCustomField = strip_tags($value);
                            $linkText .= '&c_' . $k . '=' . $strippedCustomField;
                        }
                    }

                    echo '<a class="btn btn-default btn-sm" href="' . $linkText . '">
                                      <i class="fa fa-plus"></i> ' . $hesklang['create_based_on_contact'] . '
                                  </a>';
                    echo '</div>';
                    ?>
                </div>
            </div>
            <div class="row medLowPriority">
                <?php

                $priorityLanguages = array(
                    0 => $hesklang['critical'],
                    1 => $hesklang['high'],
                    2 => $hesklang['medium'],
                    3 => $hesklang['low']
                );
                $options = array();
                for ($i = 0; $i < 4; $i++) {
                    $selected = $ticket['priority'] == $i ? 'selected' : '';
                    array_push($options, '<option value="' . $i . '" ' . $selected . '>' . $priorityLanguages[$i] . '</option>');
                }

                echo '<div class="ticket-cell-admin col-md-3 col-sm-12 ';
                if ($ticket['priority'] == 0) {
                    echo 'criticalPriority">';
                } elseif ($ticket['priority'] == 1) {
                    echo 'highPriority">';
                } else {
                    echo 'medLowPriority">';
                }

                echo '<p class="ticketPropertyTitle">' . $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();">';
                echo implode('', $options);
                echo '
                    </select>

                    <input type="submit" style="display: none" value="' . $hesklang['go'] . '" /><input type="hidden" name="track" value="' . $trackingID . '" />
                    <input type="hidden" name="token" value="' . hesk_token_echo(0) . '" />';
                if ($isManager) {
                    echo '<input type="hidden" name="isManager" value="1">';
                }
                echo '</span>

                    </form>

                   </div>';

                echo '<div class="col-md-3 col-sm-12 ticket-cell-admin"><p class="ticketPropertyTitle">' . $hesklang['status'] . '</p>';
                $status_options = array();
                $results = mfh_getAllStatuses();
                foreach ($results as $row) {
                    $selected = $ticket['status'] == $row['ID'] ? 'selected' : '';
                    $status_options[$row['ID']] = '<option 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">
                                ' . implode('', $status_options) . '
                            </select>

                            <input type="submit" style="display:none;" value="' . $hesklang['go'] . '" class="btn btn-default" /><input type="hidden" name="track" value="' . $trackingID . '" />
                            <input type="hidden" name="token" value="' . hesk_token_echo(0) . '" />';
                if ($isManager) {
                    echo '<input type="hidden" name="isManager" value="1">';
                }
                echo '</span>
                    </form>
                    </div>';
                echo '<div class="col-md-3 col-sm-12 ticket-cell-admin"><p class="ticketPropertyTitle">' . $hesklang['owner'] . '</p>';

                if (hesk_checkPermission('can_assign_others', 0) || $isManager) {
                    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();">';
                    $selectedForUnassign = 'selected';
                    foreach ($admins as $k => $v) {
                        $selected = '';
                        if ($k == $ticket['owner']) {
                            $selectedForUnassign = '';
                            $selected = 'selected';
                        }
                        echo '<option value="' . $k . '" ' . $selected . '>' . $v . '</option>';
                    }
                    echo '<option value="-1" ' . $selectedForUnassign . '> &gt; ' . $hesklang['unas'] . ' &lt; </option>';
                    echo '</select>
                            <input type="submit" style="display: none" value="' . $hesklang['go'] . '" class="orangebutton" onmouseover="hesk_btn(this,\'orangebuttonover\');" onmouseout="hesk_btn(this,\'orangebutton\');" />
                            <input type="hidden" name="track" value="' . $trackingID . '" />
                            <input type="hidden" name="token" value="' . hesk_token_echo(0) . '" />
                            </span>';
                } else {
                    echo '<p class="ticketPropertyText">';
                    echo isset($admins[$ticket['owner']]) ? $admins[$ticket['owner']] :
                        ($can_assign_self ? $hesklang['unas'] . ' [<a href="assign_owner.php?track=' . $trackingID . '&amp;owner=' . $_SESSION['id'] . '&amp;token=' . hesk_token_echo(0) . '">' . $hesklang['asss'] . '</a>]' : $hesklang['unas']);
                    echo '</p>';
                }
                echo '</form></div>';
                echo '<div class="col-md-3 col-sm-12 ticket-cell-admin"><p class="ticketPropertyTitle">' . $hesklang['category'] . '</p>';
                if ($can_change_cat) {
                    echo '

                        <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();">
                            ' . $categories_options . '
                            </select>

                            <input type="submit" style="display: none" value="' . $hesklang['go'] . '" /><input type="hidden" name="track" value="' . $trackingID . '" />
                            <input type="hidden" name="token" value="' . hesk_token_echo(0) . '" />
                            </span>

                        </form>';
                } else {
                    echo '<p class="ticketPropertyText">' . $category['name'] . '</p>';
                }
                echo '</div>';
                ?>
            </div>
        </div>
        <?php
        $res = hesk_dbQuery("SELECT t1.*, t2.`name` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "notes` AS t1 LEFT JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` AS t2 ON t1.`who` = t2.`id` WHERE `ticket`='" . intval($ticket['id']) . "' ORDER BY t1.`id` " . ($hesk_settings['new_top'] ? 'DESC' : 'ASC'));
        while ($note = hesk_dbFetchAssoc($res)) {
            ?>
            <div class="row">
                <div class="col-md-12 alert-warning">
                    <div class="row" style="padding-top: 10px; padding-bottom: 10px">
                        <div class="col-md-8">
                            <p><i><?php echo $hesklang['noteby']; ?>
                                    <b><?php echo($note['name'] ? $note['name'] : $hesklang['e_udel']); ?></b></i>
                                - <?php echo hesk_date($note['dt'], true); ?></p>
                            <?php
                            // Message
                            echo $note['message'];

                            // Attachments
                            if ($hesk_settings['attachments']['use'] && strlen($note['attachments'])) {
                                echo strlen($note['message']) ? '<br /><br />' : '';

                                $att = explode(',', substr($note['attachments'], 0, -1));
                                $num = count($att);
                                foreach ($att as $myatt) {
                                    list($att_id, $att_name) = explode('#', $myatt);

                                    // Can edit and delete note (attachments)?
                                    if ($can_del_notes || $note['who'] == $_SESSION['id']) {
                                        // If this is the last attachment and no message, show "delete ticket" link
                                        if ($num == 1 && strlen($note['message']) == 0) {
                                            echo '<a href="admin_ticket.php?delnote=' . $note['id'] . '&amp;track=' . $trackingID . '&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '" onclick="return hesk_confirmExecute(\'' . hesk_makeJsString($hesklang['pda']) . '\');">
                                                    <i class="fa fa-times" style="font-size:16px;color:red;" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['dela'] . '"></i>
                                                </a> ';
                                        } // Show "delete attachment" link
                                        else {
                                            echo '<a href="admin_ticket.php?delatt=' . $att_id . '&amp;note=' . $note['id'] . '&amp;track=' . $trackingID . '&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '" onclick="return hesk_confirmExecute(\'' . hesk_makeJsString($hesklang['pda']) . '\');">
                                                    <i class="fa fa-times" style="font-size:16px;color:red;" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['dela'] . '"></i>
                                                </a> ';
                                        }
                                    }

                                    echo '
                                        <a href="../download_attachment.php?att_id=' . $att_id . '&amp;track=' . $trackingID . '">
                                            <i class="fa fa-paperclip" style="font-size:16px;" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['dnl'] . ' ' . $att_name . '"></i>
                                        </a>
                                        <a href="../download_attachment.php?att_id=' . $att_id . '&amp;track=' . $trackingID . '">' . $att_name . '</a><br />
                                    ';
                                }
                            }
                            ?>
                        </div>
                        <div class="col-md-4 text-right">
                            <?php if ($can_del_notes || $note['who'] == $_SESSION['id']) { ?>
                                <div class="btn-group" role="group">
                                    <a href="edit_note.php?track=<?php echo $trackingID; ?>&amp;Refresh=<?php echo mt_rand(10000, 99999); ?>&amp;note=<?php echo $note['id']; ?>&amp;token=<?php hesk_token_echo(); ?>"
                                       class="btn btn-warning">
                                        <i class="fa fa-pencil"></i>&nbsp;<?php echo $hesklang['ednote']; ?>
                                    </a>
                                    <a href="admin_ticket.php?track=<?php echo $trackingID; ?>&amp;Refresh=<?php echo mt_rand(10000, 99999); ?>&amp;delnote=<?php echo $note['id']; ?>&amp;token=<?php hesk_token_echo(); ?>"
                                       class="btn btn-danger">
                                        <i class="fa fa-times"></i>&nbsp;<?php echo $hesklang['delnote']; ?>
                                    </a>
                                </div>
                            <?php } ?>
                        </div>
                    </div>
                </div>
            </div>
            <?php
        }
        ?>
        <div class="row">
            <div class="col-md-12">
                <b><i><?php echo $hesklang['notes']; ?>: </i></b>
                <?php
                if ($can_reply) {
                    ?>
                    &nbsp; <a href="Javascript:void(0)" onclick="Javascript:hesk_toggleLayerDisplay('notesform')"><i
                            class="fa fa-plus"></i> <?php echo $hesklang['addnote']; ?></a>
                    <?php
                }
                ?>

                <div id="notesform" style="display:<?php echo isset($_SESSION['note_message']) ? 'block' : 'none'; ?>">
                    <form data-toggle="validator" method="post" action="admin_ticket.php" style="margin:0px; padding:0px;"
                          enctype="multipart/form-data">
                        <div class="form-group">
                        <textarea data-error="<?php echo htmlspecialchars($hesklang['this_field_is_required']) ?>" class="form-control" name="notemsg" rows="6"
                                  cols="60" required><?php echo isset($_SESSION['note_message']) ? stripslashes(hesk_input($_SESSION['note_message'])) : ''; ?></textarea>
                            <div class="help-block with-errors"></div>
                        </div>
                        <?php
                        // attachments
                        if ($hesk_settings['attachments']['use']) {
                            echo '<br />';
                            for ($i = 1; $i <= $hesk_settings['attachments']['max_number']; $i++) {
                                echo '<input type="file" name="attachment[' . $i . ']" size="50" /><br />';
                            }
                            echo '<br />';
                        }
                        ?>
                        <input class="btn btn-default" type="submit" value="<?php echo $hesklang['s']; ?>"/><input
                            type="hidden" name="track" value="<?php echo $trackingID; ?>"/>
                        <i><?php echo $hesklang['nhid']; ?></i>
                        <input type="hidden" name="token" value="<?php hesk_token_echo(); ?>"/>
                    </form>
                </div>
            </div>
        </div>
        <div class="blankSpace"></div>
        <!-- END TICKET HEAD -->

        <?php
        /* Reply form on top? */
        if ($can_reply && $hesk_settings['reply_top'] == 1) {
            hesk_printReplyForm();
            echo '<br />';
        }
        ?>

        <!-- START TICKET REPLIES -->

        <?php
        if ($hesk_settings['new_top']) {
            $i = hesk_printTicketReplies() ? 0 : 1;
        } else {
            $i = 1;
        }

        /* Make sure original message is in correct color if newest are on top */
        $color = 'class="ticketMessageContainer"';
        ?>
        <div class="row ticketMessageContainer">
            <div class="col-md-3 col-xs-12">
                <div class="ticketName"><?php echo $ticket['name']; ?></div>
                <div class="ticketEmail">
                    <?php
                    if ($can_ban_emails && !empty($ticket['email'])) {
                        if ($email_id = hesk_isBannedEmail($ticket['email'])) {
                            if ($can_unban_emails) {
                                echo '<a href="banned_emails.php?a=unban&amp;track=' . $trackingID . '&amp;id=' . intval($email_id) . '&amp;token=' . hesk_token_echo(0) . '">
                                        <i class="fa fa-ban" style="font-size:16px;color:red" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['eisban'] . ' ' . $hesklang['click_unban'] . '"></i>
                                    </a> ';
                            } else {
                                echo '<i class="fa fa-ban" style="font-size:16px;color:red" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['eisban'] . '"></i>';
                            }
                        } else {
                            echo '<a href="banned_emails.php?a=ban&amp;track=' . $trackingID . '&amp;email=' . urlencode($ticket['email']) . '&amp;token=' . hesk_token_echo(0) . '">
                                    <i class="fa fa-ban" style="font-size:16px;color:grey" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['savebanemail'] . '"></i>
                                </a> ';
                        }
                    }
                    ?><a href="mailto:<?php echo $ticket['email']; ?>"><?php echo $ticket['email']; ?></a>
                </div>
                <div class="ticketEmail"><?php echo $hesklang['ip']; ?>:
                    <?php

                    // Format IP for lookup
                    if ($ticket['ip'] == 'Unknown' || $ticket['ip'] == $hesklang['unknown']) {
                        echo $hesklang['unknown'];
                    } else {
                        if ($can_ban_ips) {
                            if ($ip_id = hesk_isBannedIP($ticket['ip'])) {
                                if ($can_unban_ips) {
                                    echo '<a href="banned_ips.php?a=unban&amp;track=' . $trackingID . '&amp;id=' . intval($ip_id) . '&amp;token=' . hesk_token_echo(0) . '">
                                            <i class="fa fa-ban" style="font-size:16px;color:red" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['ipisban'] . ' ' . $hesklang['click_unban'] . '"></i>
                                        </a> ';
                                } else {
                                    echo '<i class="fa fa-ban" style="font-size:16px;color:red" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['ipisban'] . '"></i>';
                                }
                            } else {
                                echo '<a href="banned_ips.php?a=ban&amp;track=' . $trackingID . '&amp;ip=' . urlencode($ticket['ip']) . '&amp;token=' . hesk_token_echo(0) . '">
                                        <i class="fa fa-ban" style="font-size:16px;color:grey" data-toggle="tooltip" data-placement="top" data-original-title="' . $hesklang['savebanip'] . '"></i>
                                    </a> ';
                            }
                        }

                        echo '<a href="../ip_whois.php?ip=' . urlencode($ticket['ip']) . '">' . $ticket['ip'] . '</a>';
                    }
                    ?>
                </div>
            </div>
            <div class="col-md-9 col-xs-12 pushMarginLeft">
                <div class="ticketMessageTop withBorder">
                    <!-- Action Buttons -->
                    <?php echo hesk_getAdminButtonsInTicket(0, $i); ?>

                    <!-- Date -->
                    <p><br/><?php echo $hesklang['date']; ?>: <?php echo hesk_date($ticket['dt'], true); ?>

                        <!-- Custom Fields Before Message -->
                        <?php
                        foreach ($hesk_settings['custom_fields'] as $k => $v) {
                            if ($v['use'] && $v['place'] == 0) {
                                if ($modsForHesk_settings['custom_field_setting']) {
                                    $v['name'] = $hesklang[$v['name']];
                                }

                                echo '<p>' . $v['name'] . ': ';
                                if ($v['type'] == 'date' && !empty($ticket[$k])) {
                                    $dt = date('Y-m-d h:i:s', $ticket[$k]);
                                    echo hesk_dateToString($dt, 0);
                                } else {
                                    echo $ticket[$k];
                                }
                                echo '</p>';
                            }
                        }
                        ?>
                </div>
                <div class="ticketMessageBottom">
                    <!-- Message -->
                    <p><b><?php echo $hesklang['message']; ?>:</b></p>

                    <div class="message">
                        <?php if ($ticket['html']) {
                            echo hesk_html_entity_decode($ticket['message']);
                        } else {
                            echo $ticket['message'];
                        } ?>
                    </div>
                </div>
                <div class="ticketMessageTop">
                    <!-- Custom Fields after Message -->
                    <?php
                    foreach ($hesk_settings['custom_fields'] as $k => $v) {
                        if ($v['use'] && $v['place']) {
                            if ($modsForHesk_settings['custom_field_setting']) {
                                $v['name'] = $hesklang[$v['name']];
                            }

                            echo '<p>' . $v['name'] . ': ';
                            if ($v['type'] == 'date' && !empty($ticket[$k])) {
                                $dt = date('Y-m-d h:i:s', $ticket[$k]);
                                echo hesk_dateToString($dt, 0);
                            } else {
                                echo $ticket[$k];
                            }
                            echo '</p>';
                        }
                    }
                    /* Attachments */
                    mfh_listAttachments($ticket['attachments'], 0, true);

                    // Show suggested KB articles
                    if ($hesk_settings['kb_enable'] && $hesk_settings['kb_recommendanswers'] && strlen($ticket['articles'])) {
                        $suggested = array();
                        $suggested_list = '';

                        // Get article info from the database
                        $articles = hesk_dbQuery("SELECT `id`,`subject` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "kb_articles` WHERE `id` IN (" . preg_replace('/[^0-9\,]/', '', $ticket['articles']) . ")");
                        while ($article = hesk_dbFetchAssoc($articles)) {
                            $suggested[$article['id']] = '<a href="../knowledgebase.php?article=' . $article['id'] . '">' . $article['subject'] . '</a><br />';
                        }

                        // Loop through the IDs to preserve the order they were suggested in
                        $articles = explode(',', $ticket['articles']);
                        foreach ($articles as $article) {
                            if (isset($suggested[$article])) {
                                $suggested_list .= $suggested[$article];
                            }
                        }

                        // Finally print suggested articles
                        if (strlen($suggested_list)) {
                            $suggested_list = '<hr /><i>' . $hesklang['taws'] . '</i><br />' . $suggested_list . '&nbsp;';
                            echo $_SESSION['show_suggested'] ? $suggested_list : '<a href="Javascript:void(0)" onclick="Javascript:hesk_toggleLayerDisplay(\'suggested_articles\')">' . $hesklang['sska'] . '</a><span id="suggested_articles" style="display:none">' . $suggested_list . '</span>';
                        }
                    }
                    ?>
                </div>
            </div>
        </div>
        <?php
        if (!$hesk_settings['new_top']) {
            hesk_printTicketReplies();
        }
        ?>

        <?php
        /* Reply form on bottom? */
        if ($can_reply && !$hesk_settings['reply_top']) {
            hesk_printReplyForm();
        }

        /* Display ticket history */
        if (strlen($ticket['history'])) {
            ?>
            <h3><?php echo $hesklang['thist']; ?></h3>
            <div class="footerWithBorder blankSpace"></div>
            <ul><?php echo $ticket['history']; ?></ul>
        <?php }
        ?>
    </div>
</div>
<?php


/* Clear unneeded session variables */
hesk_cleanSessionVars('ticket_message');
hesk_cleanSessionVars('time_worked');
hesk_cleanSessionVars('note_message');

require_once(HESK_PATH . 'inc/footer.inc.php');


/*** START FUNCTIONS ***/

function hesk_getAdminButtons($reply = 0, $white = 1)
{
    global $hesk_settings, $hesklang, $ticket, $reply, $trackingID, $can_edit, $can_archive, $can_delete, $isManager;

    $options = '<div class="btn-group" style="width: 100%">';

    /* 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 .= '<a class="btn btn-default" href="lock.php?track=' . $trackingID . '&amp;locked=0&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '"><i class="fa fa-unlock"></i> ' . $hesklang['tul'] . '</a> ';
        } else {
            $des = $hesklang['tlo'] . ' - ' . $hesklang['isloc'];
            $options .= '<a class="btn btn-default" href="lock.php?track=' . $trackingID . '&amp;locked=1&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '"><i class="fa fa-lock"></i> ' . $hesklang['tlo'] . '</a> ';
        }
    }

    /* Tag ticket button */
    if ( /* ! $reply && */
    $can_archive
    ) {
        if ($ticket['archive']) {
            $options .= '<a class="btn btn-default" href="archive.php?track=' . $trackingID . '&amp;archived=0&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '"><i class="fa fa-tag"></i>' . $hesklang['remove_archive'] . '</a> ';
        } else {
            $options .= '<a class="btn btn-default" href="archive.php?track=' . $trackingID . '&amp;archived=1&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '"><i class="fa fa-tag"></i> ' . $hesklang['add_archive'] . '</a> ';
        }
    }

    /* Import to knowledgebase button */
    if ($hesk_settings['kb_enable'] && hesk_checkPermission('can_man_kb', 0)) {
        $options .= '<a class="btn btn-default" href="manage_knowledgebase.php?a=import_article&amp;track=' . $trackingID . '"><i class="fa fa-lightbulb-o"></i> ' . $hesklang['import_kb'] . '</a> ';
    }

    /* Print ticket button */
    $options .= '<a class="btn btn-default" href="../print.php?track=' . $trackingID . '"><i class="fa fa-print"></i> ' . $hesklang['printer_friendly'] . '</a> ';

    /* Edit post */
    if ($can_edit) {
        $tmp = $reply ? '&amp;reply=' . $reply['id'] : '';
        $mgr = $isManager ? '&amp;isManager=true' : '';
        $options .= '<a class="btn btn-default" href="edit_post.php?track=' . $trackingID . $tmp . $mgr . '"><i class="fa fa-pencil"></i> ' . $hesklang['edtt'] . '</a> ';
    }


    /* 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 .= '<a class="btn btn-default" href="' . $url . '?track=' . $trackingID . '&amp;' . $tmp . '&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '" onclick="return hesk_confirmExecute(\'' . hesk_makeJsString($txt) . '?\');"><i class="fa fa-ban"></i> ' . $txt . '</a> ';
    }

    /* Return generated HTML */
    $options .= '</div>';
    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, $isManager;

    $options = '<div class="btn-group text-right" style="width: 70%; margin-left: auto; margin-right: auto">';

    /* 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 ? '&amp;reply=' . $reply['id'] : '';
        $mgr = $isManager ? '&amp;isManager=true' : '';
        $options .= '<a class="btn btn-default" href="edit_post.php?track=' . $trackingID . $tmp . $mgr . '"><i class="fa fa-pencil"></i> ' . $hesklang['edtt'] . '</a> ';
    }


    /* 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 .= '<a class="btn btn-default" href="' . $url . '?track=' . $trackingID . '&amp;' . $tmp . '&amp;Refresh=' . mt_rand(10000, 99999) . '&amp;token=' . hesk_token_echo(0) . '" onclick="return hesk_confirmExecute(\'' . $txt . '?\');"><i class="fa fa-ban"></i> ' . $txt . '</a> ';
    }

    /* Return generated HTML */
    $options .= '</div>';
    return $options;

} // END hesk_getAdminButtonsInTicket()


function print_form()
{
    global $hesk_settings, $hesklang;
    global $trackingID;

    /* Print header */
    require_once(HESK_PATH . 'inc/headerAdmin.inc.php');

    /* Print admin navigation */
    require_once(HESK_PATH . 'inc/show_admin_nav.inc.php');

    /* This will handle error, success and notice messages */
    hesk_handle_messages();
    ?>
    <div class="row">
        <div class="col-sm-10 col-sm-offset-1">
            <h3 align="left"><?php echo $hesklang['view_existing']; ?></a></h3>

            <form data-toggle="validator" action="admin_ticket.php" method="get" class="form-horizontal">
                <div class="form-group">
                    <label for="track" class="control-label col-sm-3"><?php echo $hesklang['ticket_trackID']; ?></label>
                    <div class="col-sm-9">
                        <input type="text" name="track" maxlength="20" size="35" value="<?php echo $trackingID; ?>"
                               data-error="<?php echo htmlspecialchars($hesklang['this_field_is_required']); ?>"
                               placeholder="<?php echo $hesklang['ticket_trackID']; ?>" class="form-control" required>
                        <div class="help-block with-errors"></div>
                    </div>
                </div>
                <div class="form-group">
                    <div class="col-sm-9 col-sm-offset-3">
                        <input type="submit" value="<?php echo $hesklang['view_ticket']; ?>" class="btn btn-default">
                        <input type="hidden" name="Refresh" value="<?php echo rand(10000, 99999); ?>">
                    </div>
                </div>
            </form>
        </div>
    </div>
    <?php
    require_once(HESK_PATH . 'inc/footer.inc.php');
    exit();
} // End print_form()


function hesk_printTicketReplies()
{
    global $hesklang, $hesk_settings, $result, $reply, $isManager, $modsForHesk_settings;

    $i = $hesk_settings['new_top'] ? 0 : 1;

    if ($reply === false) {
        return $i;
    }

    while ($reply = hesk_dbFetchAssoc($result)) {
        $color = 'class="ticketMessageContainer"';

        $reply['dt'] = hesk_date($reply['dt'], true);
        ?>
        <div class="row ticketMessageContainer">
            <div class="col-md-3 col-xs-12">
                <div class="ticketName"><?php echo $reply['name']; ?></div>
            </div>
            <div class="col-md-9 col-xs-12 pushMarginLeft">
                <div class="ticketMessageTop withBorder">
                    <?php echo hesk_getAdminButtonsInTicket(); ?>
                    <div class="blankSpace"></div>
                    <p><?php echo $hesklang['date']; ?>: <?php echo $reply['dt']; ?></p>
                </div>
                <div class="ticketMessageBottom">
                    <p><b><?php echo $hesklang['message']; ?>:</b></p>

                    <p><?php if ($reply['html']) {
                            echo hesk_html_entity_decode($reply['message']);
                        } else {
                            echo $reply['message'];
                        } ?></p>
                </div>
                <div class="ticketMessageTop pushMargin">
                    <?php mfh_listAttachments($reply['attachments'], $reply['id'], true);
                    /* Staff rating */
                    if ($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>';
                    }
                    ?>
                </div>
            </div>
        </div>
        <?php
    }

    return $i;

} // End hesk_printTicketReplies()


function hesk_printReplyForm()
{
    global $hesklang, $hesk_settings, $ticket, $admins, $can_options, $options, $can_assign_self, $isManager, $modsForHesk_settings;
    ?>
    <!-- START REPLY FORM -->
    <?php if ($modsForHesk_settings['rich_text_for_tickets']): ?>
    <script type="text/javascript">
        /* <![CDATA[ */
        tinyMCE.init({
            mode: "textareas",
            editor_selector: "htmlEditor",
            elements: "content",
            theme: "advanced",
            convert_urls: false,

            theme_advanced_buttons1: "cut,copy,paste,|,undo,redo,|,formatselect,fontselect,fontsizeselect,|,bold,italic,underline,strikethrough,|,justifyleft,justifycenter,justifyright,justifyfull",
            theme_advanced_buttons2: "sub,sup,|,charmap,|,bullist,numlist,|,outdent,indent,insertdate,inserttime,preview,|,forecolor,backcolor,|,hr,removeformat,visualaid,|,link,unlink,anchor,image,cleanup,code",
            theme_advanced_buttons3: "",

            theme_advanced_toolbar_location: "top",
            theme_advanced_toolbar_align: "left",
            theme_advanced_statusbar_location: "bottom",
            theme_advanced_resizing: true
        });
        /* ]]> */
    </script>
<?php endif; ?>

    <h3 class="text-left"><?php echo $hesklang['add_reply']; ?></h3>
    <div class="footerWithBorder"></div>
    <div class="blankSpace"></div>

    <?php
    $onsubmit = 'onsubmit="force_stop();"';
    if ($modsForHesk_settings['rich_text_for_tickets']) {
        $onsubmit = 'onsubmit="force_stop();return validateRichText(\'message-help-block\', \'message-group\', \'message\', \''.htmlspecialchars($hesklang['this_field_is_required']).'\')"';
    }
    ?>
    <form role="form" data-toggle="validator" class="form-horizontal" method="post" action="admin_reply_ticket.php"
          enctype="multipart/form-data" name="form1" <?php echo $onsubmit; ?>>
        <?php

        /* Ticket assigned to someone else? */
        if ($ticket['owner'] && $ticket['owner'] != $_SESSION['id'] && isset($admins[$ticket['owner']])) {
            hesk_show_notice($hesklang['nyt'] . ' ' . $admins[$ticket['owner']]);
        }

        /* Ticket locked? */
        if ($ticket['locked']) {
            hesk_show_notice($hesklang['tislock']);
        }

        // Track time worked?
        if ($hesk_settings['time_worked']) {
            ?>

            <div class="form-group">
                <label for="time_worked" class="col-sm-3 control-label"><?php echo $hesklang['ts']; ?></label>

                <div class="col-sm-6">
                    <input type="text" class="form-control" name="time_worked" id="time_worked" size="10"
                           value="<?php echo(isset($_SESSION['time_worked']) ? hesk_getTime($_SESSION['time_worked']) : '00:00:00'); ?>"/>
                </div>
                <div class="col-sm-3 text-right">
                    <div class="btn-group">
                        <input type="button" class="btn btn-success" onclick="ss()" id="startb"
                               value="<?php echo $hesklang['start']; ?>"/>
                        <input type="button" class="btn btn-danger" onclick="r()"
                               value="<?php echo $hesklang['reset']; ?>"/>
                    </div>
                </div>
            </div>
            <?php
        }
        /* Do we have any canned responses? */
        if (strlen($can_options)) {
            ?>
            <div class="form-group">
                <label for="saved_replies" class="col-sm-3 control-label"><?php echo $hesklang['saved_replies']; ?></label>
                <div class="col-sm-9">
                    <label><input type="radio" name="mode" id="modeadd" value="1"
                                  checked="checked"/> <?php echo $hesklang['madd']; ?></label><br/>
                    <label><input type="radio" name="mode" id="moderep" value="0"/> <?php echo $hesklang['mrep']; ?>
                    </label>
                    <select class="form-control" name="saved_replies" onchange="setMessage(this.value)">
                        <option value="0"> - <?php echo $hesklang['select_empty']; ?> -</option>
                        <?php echo $can_options; ?>
                    </select>
                </div>
            </div>
            <?php
        }
        ?>
        <div class="form-group" id="message-group">
            <label for="message" class="col-sm-3 control-label"><?php echo $hesklang['message']; ?><span
                    class="important">*</span></label>

            <div class="col-sm-9">
                    <span id="HeskMsg">
                        <textarea class="form-control htmlEditor" name="message" id="message" rows="12"
                                  placeholder="<?php echo htmlspecialchars($hesklang['message']); ?>" cols="72"
                                  data-error="<?php echo htmlspecialchars($hesklang['enter_message']); ?>"
                                  required><?php

                            // Do we have any message stored in session?
                            if (isset($_SESSION['ticket_message'])) {
                                echo stripslashes(hesk_input($_SESSION['ticket_message']));
                            } // Perhaps a message stored in reply drafts?
                            else {
                                $res = hesk_dbQuery("SELECT `message` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "reply_drafts` WHERE `owner`=" . intval($_SESSION['id']) . " AND `ticket`=" . intval($ticket['id']) . " LIMIT 1");
                                if (hesk_dbNumRows($res) == 1) {
                                    echo hesk_dbResult($res);
                                }
                            }

                            ?></textarea>
                        <div class="help-block with-errors" id="message-help-block"></div></span>
            </div>
        </div>
        <?php
        /* attachments */
        if ($hesk_settings['attachments']['use']) {
            ?>
            <div class="form-group">
                <label for="attachments" class="col-sm-3 control-label"><?php echo $hesklang['attachments']; ?>:</label>

                <div class="col-sm-9">
                    <?php for ($i = 1; $i <= $hesk_settings['attachments']['max_number']; $i++) {
                        echo '<input type="file" name="attachment[' . $i . ']" size="50" /><br />';
                    }

                    echo '<a href="Javascript:void(0)" onclick="Javascript:hesk_window(\'../file_limits.php\',250,500);return false;">' . $hesklang['ful'] . '</a>';
                    ?>
                </div>
            </div>
            <?php
        }
        ?>
        <div class="form-group">
            <label for="options" class="col-sm-3 control-label"><?php echo $hesklang['addop']; ?>:</label>

            <div class="col-sm-9">
                <?php
                if ($ticket['owner'] != $_SESSION['id'] && $can_assign_self) {
                    if (empty($ticket['owner'])) {
                        echo '<label><input type="checkbox" name="assign_self" value="1" checked="checked" /> <b>' . $hesklang['asss2'] . '</b></label><br />';
                    } else {
                        echo '<label><input type="checkbox" name="assign_self" value="1" /> ' . $hesklang['asss2'] . '</label><br />';
                    }
                }

                ?>
                <div class="form-inline">
                    <label>
                        <input type="checkbox" name="set_priority"
                               value="1"/> <?php echo $hesklang['change_priority']; ?>
                    </label>
                    <select class="form-control" name="priority">
                        <?php echo implode('', $options); ?>
                    </select>
                </div>
                <br/>
                <label>
                    <input type="checkbox" name="signature" value="1"
                           checked="checked"/> <?php echo $hesklang['attach_sign']; ?>
                </label>
                (<a href="profile.php"><?php echo $hesklang['profile_settings']; ?></a>)
                <br/>
                <label>
                    <input type="checkbox" name="no_notify"
                           value="1" <?php echo ($_SESSION['notify_customer_reply'] && !empty($ticket['email'])) ? '' : 'checked="checked" '; ?> <?php if (empty($ticket['email'])) {
                        echo 'disabled';
                    } ?>> <?php echo $hesklang['dsen']; ?>
                </label><br/><br/>
                <?php if (empty($ticket['email'])) {
                    echo '<input type="hidden" name="no_notify" value="1">';
                } ?>
                <input type="hidden" name="orig_id" value="<?php echo $ticket['id']; ?>"/>
                <input type="hidden" name="token" value="<?php hesk_token_echo(); ?>"/>

                <div class="btn-group">
                    <input class="btn btn-primary" type="submit" value="<?php echo $hesklang['submit_reply']; ?>">
                    <button type="button" class="btn btn-primary dropdown-toggle" data-toggle="dropdown"
                            aria-expanded="false">
                        <span class="caret"></span>
                        <span class="sr-only">Toggle Dropdown</span>
                    </button>
                    <ul class="dropdown-menu" role="menu">
                        <li><a>
                                <button class="dropdown-submit" type="submit" name="submit_as_customer">
                                    <?php echo $hesklang['sasc']; ?>
                                </button>
                            </a></li>
                        <li class="divider"></li>
                        <?php
                        $statuses = mfh_getAllStatuses();
                        foreach ($statuses as $status) {
                            echo '<li><a>
                                        <button class="dropdown-submit" type="submit" name="submit_as_status" value="' . $status['ID'] . '"">
                                            ' . $hesklang['submit_reply'] . ' ' . $hesklang['and_change_status_to'] . ' <b>
                                            <span style="color:' . $status['TextColor'] . '">' . mfh_getDisplayTextForStatusId($status['ID']) . '</span></b>
                                        </button>
                                    </a></li>';
                        }
                        ?>
                    </ul>
                </div>
                <input class="btn btn-default" type="submit" name="save_reply" value="<?php echo $hesklang['sacl']; ?>">
                <?php if ($isManager): ?>
                    <input type="hidden" name="isManager" value="1">
                <?php endif; ?>
            </div>
        </div>
    </form>

    <!-- END REPLY FORM -->
    <?php
} // End hesk_printReplyForm()


function hesk_printCanned()
{
    global $hesklang, $hesk_settings, $can_reply, $ticket, $modsForHesk_settings;

    /* Can user reply to tickets? */
    if (!$can_reply) {
        return '';
    }

    /* Get canned replies from the database */
    $res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "std_replies` ORDER BY `reply_order` ASC");

    /* If no canned replies return empty */
    if (!hesk_dbNumRows($res)) {
        return '';
    }

    /* We do have some replies, print the required Javascript and select field options */
    $can_options = '';
    ?>
    <script language="javascript" type="text/javascript"><!--
        // -->
        var myMsgTxt = new Array();
        myMsgTxt[0] = '';

        <?php
        while ($mysaved = hesk_dbFetchRow($res))
        {
            $can_options .= '<option value="' . $mysaved[0] . '">' . $mysaved[1]. "</option>\n";
            if ($modsForHesk_settings['rich_text_for_tickets']) {
                $theMessage = hesk_html_entity_decode($mysaved[2]);
                $theMessage = addslashes($theMessage);
                echo 'myMsgTxt['.$mysaved[0].']=\''.str_replace("\r\n","\\r\\n' + \r\n'", $theMessage)."';\n";
            } else {
                echo 'myMsgTxt['.$mysaved[0].']=\''.str_replace("\r\n","\\r\\n' + \r\n'", addslashes($mysaved[2]))."';\n";
            }
        }

        ?>

        function setMessage(msgid) {
            var isHtml = <?php echo hesk_jsString($modsForHesk_settings['rich_text_for_tickets']); ?>;

            var myMsg = myMsgTxt[msgid];

            if (myMsg == '') {
                if (document.form1.mode[1].checked) {
                    document.getElementById('message').value = '';
                }
                return true;
            }

            myMsg = myMsg.replace(/%%HESK_ID%%/g, '<?php echo hesk_jsString($ticket['id']); ?>');
            myMsg = myMsg.replace(/%%HESK_TRACKID%%/g, '<?php echo hesk_jsString($ticket['trackid']); ?>');
            myMsg = myMsg.replace(/%%HESK_TRACK_ID%%/g, '<?php echo hesk_jsString($ticket['trackid']); ?>');
            myMsg = myMsg.replace(/%%HESK_NAME%%/g, '<?php echo hesk_jsString($ticket['name']); ?>');
            myMsg = myMsg.replace(/%%HESK_EMAIL%%/g, '<?php echo hesk_jsString($ticket['email']); ?>');
            myMsg = myMsg.replace(/%%HESK_OWNER%%/g, '<?php echo hesk_jsString( isset($admins[$ticket['owner']]) ? $admins[$ticket['owner']] : ''); ?>');
            myMsg = myMsg.replace(/%%HESK_custom1%%/g, '<?php echo hesk_jsString($ticket['custom1']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom2%%/g, '<?php echo hesk_jsString($ticket['custom2']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom3%%/g, '<?php echo hesk_jsString($ticket['custom3']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom4%%/g, '<?php echo hesk_jsString($ticket['custom4']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom5%%/g, '<?php echo hesk_jsString($ticket['custom5']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom6%%/g, '<?php echo hesk_jsString($ticket['custom6']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom7%%/g, '<?php echo hesk_jsString($ticket['custom7']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom8%%/g, '<?php echo hesk_jsString($ticket['custom8']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom9%%/g, '<?php echo hesk_jsString($ticket['custom9']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom10%%/g, '<?php echo hesk_jsString($ticket['custom10']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom11%%/g, '<?php echo hesk_jsString($ticket['custom11']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom12%%/g, '<?php echo hesk_jsString($ticket['custom12']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom13%%/g, '<?php echo hesk_jsString($ticket['custom13']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom14%%/g, '<?php echo hesk_jsString($ticket['custom14']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom15%%/g, '<?php echo hesk_jsString($ticket['custom15']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom16%%/g, '<?php echo hesk_jsString($ticket['custom16']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom17%%/g, '<?php echo hesk_jsString($ticket['custom17']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom18%%/g, '<?php echo hesk_jsString($ticket['custom18']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom19%%/g, '<?php echo hesk_jsString($ticket['custom19']); ?>');
            myMsg = myMsg.replace(/%%HESK_custom20%%/g, '<?php echo hesk_jsString($ticket['custom20']); ?>');

            if (document.getElementById) {
                if (document.getElementById('moderep').checked) {
                    if (isHtml) {
                        tinymce.get("message").setContent('');
                        tinymce.get("message").execCommand('mceInsertRawHTML', false, myMsg);
                    } else {
                        myMsg = $('<textarea />').html(myMsg).text();
                        $('#message').val(myMsg).trigger('input');
                    }
                }
                else {
                    if (isHtml) {
                        var oldMsg = tinymce.get("message").getContent();
                        tinymce.get("message").setContent('');
                        tinymce.get("message").execCommand('mceInsertRawHTML', false, oldMsg + myMsg);
                    } else {
                        var oldMsg = $('#message').text();
                        var newMsg = $('<textarea />').html(oldMsg + myMsg).text();
                        $('#message').val(newMsg).trigger('input');
                    }
                }
            }
            else {
                if (document.form1.mode[0].checked) {
                    document.form1.message.value = myMsg;
                }
                else {
                    var oldMsg = document.form1.message.value;
                    document.form1.message.value = oldMsg + myMsg;
                }
            }

        }
        //-->
    </script>
    <?php

    /* Return options for select box */
    return $can_options;

} // End hesk_printCanned()
?>