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- <?php
- /**
- *
- * This file is part of HESK - PHP Help Desk Software.
- *
- * (c) Copyright Klemen Stirn. All rights reserved.
- * https://www.hesk.com
- *
- * For the full copyright and license agreement information visit
- * https://www.hesk.com/eula.php
- *
- */
-
- define('IN_SCRIPT', 1);
- define('HESK_PATH', './');
-
- /* Get all the required files and functions */
- require(HESK_PATH . 'hesk_settings.inc.php');
- require(HESK_PATH . 'inc/common.inc.php');
-
- // Are we in maintenance mode?
- hesk_check_maintenance();
-
- hesk_load_database_functions();
- require(HESK_PATH . 'inc/email_functions.inc.php');
- require(HESK_PATH . 'inc/posting_functions.inc.php');
- require(HESK_PATH . 'inc/htmLawed.php');
-
- // We only allow POST requests to this file
- if ($_SERVER['REQUEST_METHOD'] != 'POST') {
- header('Location: index.php');
- exit();
- }
-
- // Check for POST requests larger than what the server can handle
- if (empty($_POST) && !empty($_SERVER['CONTENT_LENGTH'])) {
- hesk_error($hesklang['maxpost']);
- }
-
- hesk_session_start();
-
- /* A security check */
- # hesk_token_check('POST');
-
-
- /* Connect to database */
- hesk_dbConnect();
- $hesk_error_buffer = array();
-
- // Tracking ID
- $trackingID = hesk_cleanID('orig_track') or die($hesklang['int_error'] . ': No orig_track');
-
- // Email required to view ticket?
- $my_email = hesk_getCustomerEmail();
-
- // Setup required session vars
- $_SESSION['t_track'] = $trackingID;
- $_SESSION['t_email'] = $my_email;
-
- // Get message
- $message = hesk_input(hesk_POST('message'));
-
- // If the message was entered, further parse it
- $modsForHesk_settings = mfh_getSettings();
- if (strlen($message)) {
- if (!$modsForHesk_settings['rich_text_for_tickets_for_customers']) {
- // Make links clickable
- $message = hesk_makeURL($message);
-
- // Turn newlines into <br />
- $message = nl2br($message);
- }
- } else {
- $hesk_error_buffer[] = $hesklang['enter_message'];
- }
-
- /* Attachments */
- if ($hesk_settings['attachments']['use']) {
- require(HESK_PATH . 'inc/attachments.inc.php');
- $attachments = array();
-
- $use_legacy_attachments = hesk_POST('use-legacy-attachments', 0);
- if ($use_legacy_attachments) {
- for ($i = 1; $i <= $hesk_settings['attachments']['max_number']; $i++) {
- $att = hesk_uploadFile($i);
- if ($att !== false && !empty($att)) {
- $attachments[$i] = $att;
- }
- }
- } else {
- // The user used the new drag-and-drop system.
- $temp_attachment_ids = hesk_POST_array('attachment-ids');
- foreach ($temp_attachment_ids as $temp_attachment_id) {
- // Simply get the temp info and move it to the attachments table
- $temp_attachment = mfh_getTemporaryAttachment($temp_attachment_id);
- $attachments[] = $temp_attachment;
- mfh_deleteTemporaryAttachment($temp_attachment_id);
- }
- }
- }
- $myattachments = '';
-
- /* Any errors? */
- if (count($hesk_error_buffer) != 0) {
- $_SESSION['ticket_message'] = hesk_POST('message');
-
- // If this was a reply after re-opening a ticket, force the form at the top
- if (hesk_POST('reopen') == 1) {
- $_SESSION['force_form_top'] = true;
- }
-
- // Remove any successfully uploaded attachments
- if ($hesk_settings['attachments']['use']) {
- hesk_removeAttachments($attachments);
- }
-
- $tmp = '';
- foreach ($hesk_error_buffer as $error) {
- $tmp .= "<li>$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,'ticket.php');
- }
-
- // Check if this IP is temporarily locked out
- $res = hesk_dbQuery("SELECT `number` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` WHERE `ip`='".hesk_dbEscape(hesk_getClientIP())."' AND `last_attempt` IS NOT NULL AND DATE_ADD(`last_attempt`, INTERVAL ".intval($hesk_settings['attempt_banmin'])." MINUTE ) > NOW() LIMIT 1");
- if (hesk_dbNumRows($res) == 1) {
- if (hesk_dbResult($res) >= $hesk_settings['attempt_limit']) {
- unset($_SESSION);
- hesk_error(sprintf($hesklang['yhbb'], $hesk_settings['attempt_banmin']), 0);
- }
- }
-
- /* Get details about the original ticket */
- $res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `trackid`='{$trackingID}' LIMIT 1");
- if (hesk_dbNumRows($res) != 1) {
- hesk_error($hesklang['ticket_not_found']);
- }
- $ticket = hesk_dbFetchAssoc($res);
-
- /* If we require e-mail to view tickets check if it matches the one in database */
- hesk_verifyEmailMatch($trackingID, $my_email, $ticket['email']);
-
- /* Ticket locked? */
- if ($ticket['locked']) {
- hesk_process_messages($hesklang['tislock2'],'ticket.php');
- exit();
- }
-
- // Prevent flooding ticket replies
- $res = hesk_dbQuery("SELECT `staffid` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto`='{$ticket['id']}' AND `dt` > DATE_SUB(NOW(), INTERVAL 10 MINUTE) ORDER BY `id` ASC");
- if (hesk_dbNumRows($res) > 0) {
- $sequential_customer_replies = 0;
- while ($tmp = hesk_dbFetchAssoc($res)) {
- $sequential_customer_replies = $tmp['staffid'] ? 0 : $sequential_customer_replies + 1;
- }
- if ($sequential_customer_replies > 10) {
- hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` (`ip`, `number`) VALUES ('".hesk_dbEscape(hesk_getClientIP())."', ".intval($hesk_settings['attempt_limit'] + 1).")");
- hesk_error(sprintf($hesklang['yhbr'], $hesk_settings['attempt_banmin']), 0);
- }
- }
-
- /* Insert attachments */
- if ($hesk_settings['attachments']['use'] && !empty($attachments)) {
- foreach ($attachments as $myatt) {
- hesk_dbQuery("INSERT INTO `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('{$trackingID}','" . hesk_dbEscape($myatt['saved_name']) . "','" . hesk_dbEscape($myatt['real_name']) . "','" . intval($myatt['size']) . "')");
- $myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] . '#' . $myatt['saved_name'] . ',';
- }
- }
-
- // If staff hasn't replied yet, don't change the status; otherwise set it to the status for customer replies.
- $rs = hesk_dbQuery("SELECT `Closable` from `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` WHERE `ID` = " . intval($ticket['status']));
- $is_status_changable = hesk_dbFetchAssoc($rs);
- if ($is_status_changable['Closable'] == 'yes' || $is_status_changable['Closable'] == 'conly') {
- $customerReplyStatusQuery = 'SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsCustomerReplyStatus` = 1';
- $defaultNewTicketStatusQuery = 'SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsNewTicketStatus` = 1';
- $newStatusRs = hesk_dbQuery($customerReplyStatusQuery);
- $newStatus = hesk_dbFetchAssoc($newStatusRs);
- $defaultNewTicketStatusRs = hesk_dbQuery($defaultNewTicketStatusQuery);
- $defaultNewTicketStatus = hesk_dbFetchAssoc($defaultNewTicketStatusRs);
-
- $ticket['status'] = $ticket['status'] == $defaultNewTicketStatus['ID'] ? $defaultNewTicketStatus['ID'] : $newStatus['ID'];
- }
-
- /* Update ticket as necessary */
- $res = hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `lastchange`=NOW(), `status`='{$ticket['status']}', `replies`=`replies`+1, `lastreplier`='0' WHERE `id`='{$ticket['id']}'");
-
- // Insert reply into database
- $modsForHesk_settings = mfh_getSettings();
- $html = $modsForHesk_settings['rich_text_for_tickets_for_customers'];
- hesk_dbQuery("INSERT INTO `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` (`replyto`,`name`,`message`,`dt`,`attachments`, `html`) VALUES ({$ticket['id']},'" . hesk_dbEscape($ticket['name']) . "','" . hesk_dbEscape($message) . "',NOW(),'" . hesk_dbEscape($myattachments) . "','" . $html . "')");
-
-
- /*** Need to notify any staff? ***/
-
- // --> Prepare reply message
-
- // 1. Generate the array with ticket info that can be used in emails
- $info = array(
- 'email' => $ticket['email'],
- 'category' => $ticket['category'],
- 'priority' => $ticket['priority'],
- 'owner' => $ticket['owner'],
- 'trackid' => $ticket['trackid'],
- 'status' => $ticket['status'],
- 'name' => $ticket['name'],
- 'subject' => $ticket['subject'],
- 'message' => stripslashes($message),
- 'attachments' => $myattachments,
- 'dt' => hesk_date($ticket['dt'], true),
- 'lastchange' => hesk_date($ticket['lastchange'], true),
- 'id' => $ticket['id'],
- 'time_worked' => $ticket['time_worked'],
- 'last_reply_by' => $ticket['name'],
- );
-
- // 2. Add custom fields to the array
- foreach ($hesk_settings['custom_fields'] as $k => $v) {
- $info[$k] = $v['use'] ? $ticket[$k] : '';
- }
-
- // 3. Make sure all values are properly formatted for email
- $ticket = hesk_ticketToPlain($info, 1, 0);
-
- // --> If ticket is assigned just notify the owner
- if ($ticket['owner']) {
- hesk_notifyAssignedStaff(false, 'new_reply_by_customer', $modsForHesk_settings, 'notify_reply_my');
- } // --> No owner assigned, find and notify appropriate staff
- else {
- hesk_notifyStaff('new_reply_by_customer', "`notify_reply_unassigned`='1'", $modsForHesk_settings);
- }
-
- /* Clear unneeded session variables */
- hesk_cleanSessionVars('ticket_message');
-
- /* Show the ticket and the success message */
- hesk_process_messages($hesklang['reply_submitted_success'],'ticket.php','SUCCESS');
- exit();
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