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129 lines
5.3 KiB
PHP
129 lines
5.3 KiB
PHP
<?php
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/*******************************************************************************
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* Title: Help Desk Software HESK
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* Version: 2.6.6 from 2nd February 2016
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* Author: Klemen Stirn
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* Website: http://www.hesk.com
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********************************************************************************
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* COPYRIGHT AND TRADEMARK NOTICE
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* Copyright 2005-2015 Klemen Stirn. All Rights Reserved.
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* HESK is a registered trademark of Klemen Stirn.
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* The HESK may be used and modified free of charge by anyone
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* AS LONG AS COPYRIGHT NOTICES AND ALL THE COMMENTS REMAIN INTACT.
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* By using this code you agree to indemnify Klemen Stirn from any
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* liability that might arise from it's use.
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* Selling the code for this program, in part or full, without prior
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* written consent is expressly forbidden.
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* Using this code, in part or full, to create derivate work,
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* new scripts or products is expressly forbidden. Obtain permission
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* before redistributing this software over the Internet or in
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* any other medium. In all cases copyright and header must remain intact.
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* This Copyright is in full effect in any country that has International
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* Trade Agreements with the United States of America or
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* with the European Union.
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* Removing any of the copyright notices without purchasing a license
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* is expressly forbidden. To remove HESK copyright notice you must purchase
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* a license for this script. For more information on how to obtain
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* a license please visit the page below:
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* https://www.hesk.com/buy.php
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*******************************************************************************/
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define('IN_SCRIPT', 1);
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define('HESK_PATH', '../');
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/* Get all the required files and functions */
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require(HESK_PATH . 'hesk_settings.inc.php');
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require(HESK_PATH . 'inc/common.inc.php');
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require(HESK_PATH . 'inc/admin_functions.inc.php');
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hesk_load_database_functions();
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hesk_session_start();
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hesk_dbConnect();
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hesk_isLoggedIn();
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$modsForHesk_settings = mfh_getSettings();
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/* Check permissions for this feature */
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if (!isset($_REQUEST['isManager']) || !$_REQUEST['isManager']) {
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hesk_checkPermission('can_view_tickets');
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hesk_checkPermission('can_reply_tickets');
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}
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/* A security check */
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hesk_token_check();
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/* Ticket ID */
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$trackingID = hesk_cleanID() or die($hesklang['int_error'] . ': ' . $hesklang['no_trackID']);
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/* Valid statuses */
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$statusSql = "SELECT `ID` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses`";
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$status_options = array();
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$results = hesk_dbQuery($statusSql);
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while ($row = $results->fetch_assoc()) {
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$status_options[$row['ID']] = mfh_getDisplayTextForStatusId($row['ID']);
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}
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/* New status */
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$status = intval(hesk_REQUEST('s'));
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if (!isset($status_options[$status])) {
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hesk_process_messages($hesklang['instat'], 'admin_ticket.php?track=' . $trackingID . '&Refresh=' . mt_rand(10000, 99999), 'NOTICE');
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}
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$locked = 0;
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$statusRow = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `ID`, `IsClosed` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` WHERE ID = " . $status));
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if ($statusRow['IsClosed']) // Closed
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{
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$action = $hesklang['ticket_been'] . ' ' . $hesklang['close'];
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$revision = sprintf($hesklang['thist3'], hesk_date(), $_SESSION['name'] . ' (' . $_SESSION['user'] . ')');
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if ($hesk_settings['custopen'] != 1) {
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$locked = 1;
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}
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// Notify customer of closed ticket?
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if ($hesk_settings['notify_closed']) {
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// Get ticket info
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$result = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `trackid`='" . hesk_dbEscape($trackingID) . "' LIMIT 1");
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if (hesk_dbNumRows($result) != 1) {
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hesk_error($hesklang['ticket_not_found']);
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}
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$ticket = hesk_dbFetchAssoc($result);
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$ticket['status'] = $status;
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$ticket['dt'] = hesk_date($ticket['dt'], true);
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$ticket['lastchange'] = hesk_date($ticket['lastchange'], true);
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$ticket = hesk_ticketToPlain($ticket, 1, 0);
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// Notify customer
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require(HESK_PATH . 'inc/email_functions.inc.php');
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hesk_notifyCustomer($modsForHesk_settings, 'ticket_closed');
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}
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// Log who marked the ticket resolved
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$closedby_sql = ' , `closedat`=NOW(), `closedby`=' . intval($_SESSION['id']) . ' ';
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} elseif ($statusRow['ID'] != 0) //Ticket is still open, but not new
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{
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$action = sprintf($hesklang['tsst'], $status_options[$status]);
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$revision = sprintf($hesklang['thist9'], hesk_date(), $status_options[$status], $_SESSION['name'] . ' (' . $_SESSION['user'] . ')');
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// Ticket is not resolved
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$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
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} else // Ticket is marked as "NEW"
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{
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$action = $hesklang['ticket_been'] . ' ' . $hesklang['opened'];
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$revision = sprintf($hesklang['thist4'], hesk_date(), $_SESSION['name'] . ' (' . $_SESSION['user'] . ')');
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// Ticket is not resolved
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$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
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}
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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($trackingID) . "' LIMIT 1");
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if (hesk_dbAffectedRows() != 1) {
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hesk_error("$hesklang[int_error]: $hesklang[trackID_not_found].");
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}
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hesk_process_messages($action, 'admin_ticket.php?track=' . $trackingID . '&Refresh=' . rand(10000, 99999), 'SUCCESS');
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?>
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