You cannot select more than 25 topics
Topics must start with a letter or number, can include dashes ('-') and can be up to 35 characters long.
140 lines
5.2 KiB
PHP
140 lines
5.2 KiB
PHP
<?php
|
|
/*******************************************************************************
|
|
* Title: Help Desk Software HESK
|
|
* Version: 2.6.5 from 28th August 2015
|
|
* Author: Klemen Stirn
|
|
* Website: http://www.hesk.com
|
|
********************************************************************************
|
|
* COPYRIGHT AND TRADEMARK NOTICE
|
|
* Copyright 2005-2015 Klemen Stirn. All Rights Reserved.
|
|
* HESK is a registered trademark of Klemen Stirn.
|
|
|
|
* The HESK may be used and modified free of charge by anyone
|
|
* AS LONG AS COPYRIGHT NOTICES AND ALL THE COMMENTS REMAIN INTACT.
|
|
* By using this code you agree to indemnify Klemen Stirn from any
|
|
* liability that might arise from it's use.
|
|
|
|
* Selling the code for this program, in part or full, without prior
|
|
* written consent is expressly forbidden.
|
|
|
|
* Using this code, in part or full, to create derivate work,
|
|
* new scripts or products is expressly forbidden. Obtain permission
|
|
* before redistributing this software over the Internet or in
|
|
* any other medium. In all cases copyright and header must remain intact.
|
|
* This Copyright is in full effect in any country that has International
|
|
* Trade Agreements with the United States of America or
|
|
* with the European Union.
|
|
|
|
* Removing any of the copyright notices without purchasing a license
|
|
* is expressly forbidden. To remove HESK copyright notice you must purchase
|
|
* a license for this script. For more information on how to obtain
|
|
* a license please visit the page below:
|
|
* https://www.hesk.com/buy.php
|
|
*******************************************************************************/
|
|
|
|
define('IN_SCRIPT',1);
|
|
define('HESK_PATH','../');
|
|
|
|
/* Get all the required files and functions */
|
|
require(HESK_PATH . 'hesk_settings.inc.php');
|
|
require(HESK_PATH . 'inc/common.inc.php');
|
|
require(HESK_PATH . 'inc/admin_functions.inc.php');
|
|
hesk_load_database_functions();
|
|
|
|
hesk_session_start();
|
|
hesk_dbConnect();
|
|
hesk_isLoggedIn();
|
|
$modsForHesk_settings = mfh_getSettings();
|
|
|
|
/* Check permissions for this feature */
|
|
if (!isset($_REQUEST['isManager']) || !$_REQUEST['isManager']) {
|
|
hesk_checkPermission('can_view_tickets');
|
|
hesk_checkPermission('can_reply_tickets');
|
|
}
|
|
|
|
/* A security check */
|
|
hesk_token_check();
|
|
|
|
/* Ticket ID */
|
|
$trackingID = hesk_cleanID() or die($hesklang['int_error'].': '.$hesklang['no_trackID']);
|
|
|
|
/* Valid statuses */
|
|
$statusSql = "SELECT `ID` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses`";
|
|
$status_options = array();
|
|
$results = hesk_dbQuery($statusSql);
|
|
|
|
while ($row = $results->fetch_assoc())
|
|
{
|
|
$status_options[$row['ID']] = mfh_getDisplayTextForStatusId($row['ID']);
|
|
}
|
|
|
|
/* New status */
|
|
$status = intval( hesk_REQUEST('s') );
|
|
if ( ! isset($status_options[$status]))
|
|
{
|
|
hesk_process_messages($hesklang['instat'],'admin_ticket.php?track='.$trackingID.'&Refresh='.mt_rand(10000,99999),'NOTICE');
|
|
}
|
|
|
|
$locked = 0;
|
|
|
|
$statusRow = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `ID`, `IsClosed` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."statuses` WHERE ID = ".$status));
|
|
if ($statusRow['IsClosed']) // Closed
|
|
{
|
|
$action = $hesklang['ticket_been'] . ' ' . $hesklang['close'];
|
|
$revision = sprintf($hesklang['thist3'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')');
|
|
|
|
if ($hesk_settings['custopen'] != 1)
|
|
{
|
|
$locked = 1;
|
|
}
|
|
|
|
// Notify customer of closed ticket?
|
|
if ($hesk_settings['notify_closed'])
|
|
{
|
|
// Get ticket info
|
|
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1");
|
|
if (hesk_dbNumRows($result) != 1)
|
|
{
|
|
hesk_error($hesklang['ticket_not_found']);
|
|
}
|
|
$ticket = hesk_dbFetchAssoc($result);
|
|
$ticket['dt'] = hesk_date($ticket['dt'], true);
|
|
$ticket['lastchange'] = hesk_date($ticket['lastchange'], true);
|
|
$ticket = hesk_ticketToPlain($ticket, 1, 0);
|
|
|
|
// Notify customer
|
|
require(HESK_PATH . 'inc/email_functions.inc.php');
|
|
hesk_notifyCustomer($modsForHesk_settings,'ticket_closed');
|
|
}
|
|
|
|
// Log who marked the ticket resolved
|
|
$closedby_sql = ' , `closedat`=NOW(), `closedby`='.intval($_SESSION['id']).' ';
|
|
}
|
|
elseif ($statusRow['ID'] != 0) //Ticket is still open, but not new
|
|
{
|
|
$action = sprintf($hesklang['tsst'],$status_options[$status]);
|
|
$revision = sprintf($hesklang['thist9'],hesk_date(),$status_options[$status],$_SESSION['name'].' ('.$_SESSION['user'].')');
|
|
|
|
// Ticket is not resolved
|
|
$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
|
|
}
|
|
else // Ticket is marked as "NEW"
|
|
{
|
|
$action = $hesklang['ticket_been'] . ' ' . $hesklang['opened'];
|
|
$revision = sprintf($hesklang['thist4'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')');
|
|
|
|
// Ticket is not resolved
|
|
$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
|
|
}
|
|
|
|
|
|
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='{$status}', `locked`='{$locked}' $closedby_sql , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1");
|
|
|
|
if (hesk_dbAffectedRows() != 1)
|
|
{
|
|
hesk_error("$hesklang[int_error]: $hesklang[trackID_not_found].");
|
|
}
|
|
|
|
hesk_process_messages($action,'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'SUCCESS');
|
|
?>
|