You cannot select more than 25 topics
Topics must start with a letter or number, can include dashes ('-') and can be up to 35 characters long.
240 lines
9.1 KiB
PHP
240 lines
9.1 KiB
PHP
<?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'],
|
|
'lastreplier' => $ticket['name'],
|
|
'subject' => $ticket['subject'],
|
|
'message' => stripslashes($message),
|
|
'attachments' => $myattachments,
|
|
'dt' => hesk_date($ticket['dt'], true),
|
|
'lastchange' => hesk_date($ticket['lastchange'], true),
|
|
'id' => $ticket['id'],
|
|
);
|
|
|
|
// 2. Add custom fields to the array
|
|
foreach ($hesk_settings['custom_fields'] as $k => $v) {
|
|
$info[$k] = $v['use'] ? $ticket[$k] : '';
|
|
}
|
|
|
|
// 3. Make sure all values are properly formatted for email
|
|
$ticket = hesk_ticketToPlain($info, 1, 0);
|
|
|
|
// --> If ticket is assigned just notify the owner
|
|
if ($ticket['owner']) {
|
|
hesk_notifyAssignedStaff(false, 'new_reply_by_customer', $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();
|