Bootswatch, Summernote, and Captcheck mods for Mods for HESK (mods-for-hesk.com). In use at support.netsyms.com.
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<?php
/*******************************************************************************
* Title: Help Desk Software HESK
* Version: 2.6.4 from 22nd June 2015
* 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','./');
// 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();
hesk_session_start();
// A security check
hesk_token_check();
// Get the tracking ID
$trackingID = hesk_cleanID() or die("$hesklang[int_error]: $hesklang[no_trackID]");
// Get new status
$status = intval( hesk_GET('s', 0) );
$oldStatus = $status;
$locked = 0;
// Connect to database
hesk_dbConnect();
// Get the close status. It'll be used later on
$statusRes = hesk_dbQuery('SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsClosedByClient` = 1');
$statusRow = hesk_dbFetchAssoc($statusRes);
$closedStatus = $statusRow['ID'];
if ($status == 3) // Closed
{
// Is customer closing tickets enabled?
if ( ! $hesk_settings['custclose'])
{
hesk_error($hesklang['attempt']);
}
$status = $closedStatus;
$action = $hesklang['closed'];
$revision = sprintf($hesklang['thist3'],hesk_date(),$hesklang['customer']);
if ($hesk_settings['custopen'] != 1)
{
$locked = 1;
}
// Mark that customer resolved the ticket
$closedby_sql = ' , `closedat`=NOW(), `closedby`=0 ';
}
elseif ($status == 2) // Opened
{
// Is customer reopening tickets enabled?
if ( ! $hesk_settings['custopen'])
{
hesk_error($hesklang['attempt']);
}
//-- They want to close the ticket, so get the status that is the default for client-side closes
$statusRes = hesk_dbQuery('SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsDefaultStaffReplyStatus` = 1');
$statusRow = hesk_dbFetchAssoc($statusRes);
$status = $statusRow['ID'];
$action = $hesklang['opened'];
$revision = sprintf($hesklang['thist4'],hesk_date(),$hesklang['customer']);
// We will ask the customer why is the ticket being reopened
$_SESSION['force_form_top'] = true;
// Ticket is not resolved
$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
}
else
{
die("$hesklang[int_error]: $hesklang[status_not_valid].");
}
// Connect to database
hesk_dbConnect();
// Verify email address match if needed
hesk_verifyEmailMatch($trackingID);
// Lets make status assignment a bit smarter when reopening tickets
if ($oldStatus == 2)
{
// Get number of replies and last replier (customer or staff)
$ticket = hesk_dbFetchAssoc( hesk_dbQuery( "SELECT `staffreplies`, `lastreplier` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1") );
// If ticket has no staff replies set the status to "New"
if ($ticket['staffreplies'] < 1)
{
$statusRes = hesk_dbQuery('SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsNewTicketStatus` = 1');
$statusRow = hesk_dbFetchAssoc($statusRes);
$status = $statusRow['ID'];
}
// If last reply was by customer set status to "Waiting reply from staff"
elseif ($ticket['lastreplier'] == 0)
{
$statusRes = hesk_dbQuery('SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsCustomerReplyStatus` = 1');
$statusRow = hesk_dbFetchAssoc($statusRes);
$status = $statusRow['ID'];
}
// If nothing matches: last reply was from staff, keep status "Waiting reply from customer"
}
// Modify values in the database
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='{$status}', `locked`='{$locked}' $closedby_sql , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `trackid`='".hesk_dbEscape($trackingID)."' AND `locked` != '1' LIMIT 1");
// Did we modify anything*
if (hesk_dbAffectedRows() != 1)
{
hesk_error($hesklang['elocked']);
}
// Show success message
if ($status != $closedStatus)
{
hesk_process_messages($hesklang['wrepo'],'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999),'NOTICE');
}
else
{
hesk_process_messages($hesklang['your_ticket_been'].' '.$action,'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999),'SUCCESS');
}