Bootswatch, Summernote, and Captcheck mods for Mods for HESK (mods-for-hesk.com). In use at support.netsyms.com.
You can not select more than 25 topics Topics must start with a letter or number, can include dashes ('-') and can be up to 35 characters long.
 
 
 

2070 lines
111 KiB

<?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);
define('EXTRA_JS', '<script src="'.HESK_PATH.'internal-api/js/admin-ticket.js"></script>');
/* 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();
$use_legacy_attachments = hesk_POST('use-legacy-attachments', 0);
if ($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);
}
}
}
$myattachments = '';
// We need message and/or attachments to accept note
if (count($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` WHERE `usage` <> 2 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['due_date']; ?></strong><br>
<div id="readonly-due-date">
<span id="due-date">
<?php
$due_date = $hesklang['none'];
if ($ticket['due_date'] != null) {
$due_date = hesk_date($ticket['due_date'], false, true, false);
$due_date = date('Y-m-d', $due_date);
}
echo $due_date;
?></span><!--<span id="overdue">
<?php
/*if ($due_date < $current_date) {
echo ' <i class="fa fa-exclamation-triangle dark-orange" data-toggle="tooltip" title="Ticket overdue!"></i>';
}*/
?>
</span>-->
<br>
<button id="due-date-button" class="btn btn-default btn-sm"><?php echo $hesklang['chg']; ?></button>
</div>
<div id="editable-due-date" style="display: none">
<div class="form-group">
<input type="text" class="form-control datepicker" name="due-date" value="<?php echo $due_date == $hesklang['none'] ? '' : $due_date; ?>">
<p class="help-block"><?php echo $hesklang['clear_for_no_due_date']; ?></p>
</div>
<div class="btn-group">
<button id="submit" class="btn btn-primary"><?php echo $hesklang['save']; ?></button>
<button id="cancel" class="btn btn-default"><?php echo $hesklang['cancel']; ?></button>
</div>
</div>
</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'] != '' ? $ticket['latitude'] : -1; ?>;
var longitude = '';
longitude = <?php echo $ticket['longitude'] != '' ? $ticket['longitude'] : -1; ?>;
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'], true); ?></p>
</div>
<div class="col-md-3 col-sm-12" style="padding-top: 6px">
<p><?php echo $hesklang['last_update'] . ': ' . hesk_date($ticket['lastchange'], true); ?></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 class="form-horizontal" data-toggle="validator" method="post" action="admin_ticket.php" style="margin:0px; padding:0px;"
enctype="multipart/form-data">
<div class="row">
<div class="col-md-6">
<div class="form-group">
<textarea style="min-height: 150px" 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($_SESSION['note_message'])) : ''; ?></textarea>
<div class="help-block with-errors"></div>
</div>
</div>
<div class="col-md-6">
<?php build_dropzone_markup('notesFiledrop'); ?>
</div>
</div>
<?php display_dropzone_field($hesk_settings['hesk_url'] . '/internal-api/ticket/upload-attachment.php', 'notesFiledrop'); ?>
<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>
<div style="display: none">
<p id="lang_ticket_due_date_updated"><?php echo $hesklang['ticket_due_date_updated']; ?></p>
<p id="lang_none"><?php echo $hesklang['none']; ?></p>
<p id="lang_error_updating_ticket_due_date"><?php echo $hesklang['error_updating_ticket_due_date']; ?></p>
</div>
<?php
/* Clear unneeded session variables */
hesk_cleanSessionVars('ticket_message');
hesk_cleanSessionVars('time_worked');
hesk_cleanSessionVars('note_message');
require_once(HESK_PATH . 'inc/footer.inc.php');
/*** START FUNCTIONS ***/
function hesk_getAdminButtons($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 $hesklang['attachments']; ?>:</label>
<div class="col-sm-9">
<?php build_dropzone_markup(); ?>
</div>
</div>
<?php
display_dropzone_field($hesk_settings['hesk_url'] . '/internal-api/ticket/upload-attachment.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').val();
var newMsg = $('<textarea />').html(oldMsg + '\n' + 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()
?>