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144 lines
5.8 KiB
PHP
144 lines
5.8 KiB
PHP
<?php
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/*******************************************************************************
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* Title: Help Desk Software HESK
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* Version: 2.6.5 from 28th August 2015
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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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// Are we in maintenance mode?
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hesk_check_maintenance();
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hesk_load_database_functions();
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hesk_session_start();
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// A security check
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hesk_token_check();
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// Get the tracking ID
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$trackingID = hesk_cleanID() or die("$hesklang[int_error]: $hesklang[no_trackID]");
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// Get new status
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$status = intval(hesk_GET('s', 0));
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$oldStatus = $status;
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$locked = 0;
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// Connect to database
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hesk_dbConnect();
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// Get the close status. It'll be used later on
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$statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsClosedByClient` = 1');
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$statusRow = hesk_dbFetchAssoc($statusRes);
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$closedStatus = $statusRow['ID'];
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if ($status == 3) // Closed
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{
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// Is customer closing tickets enabled?
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if (!$hesk_settings['custclose']) {
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hesk_error($hesklang['attempt']);
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}
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$status = $closedStatus;
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$action = $hesklang['closed'];
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$revision = sprintf($hesklang['thist3'], hesk_date(), $hesklang['customer']);
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if ($hesk_settings['custopen'] != 1) {
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$locked = 1;
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}
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// Mark that customer resolved the ticket
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$closedby_sql = ' , `closedat`=NOW(), `closedby`=0 ';
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} elseif ($status == 2) // Opened
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{
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// Is customer reopening tickets enabled?
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if (!$hesk_settings['custopen']) {
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hesk_error($hesklang['attempt']);
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}
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//-- They want to close the ticket, so get the status that is the default for client-side closes
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$statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsDefaultStaffReplyStatus` = 1');
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$statusRow = hesk_dbFetchAssoc($statusRes);
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$status = $statusRow['ID'];
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$action = $hesklang['opened'];
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$revision = sprintf($hesklang['thist4'], hesk_date(), $hesklang['customer']);
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// We will ask the customer why is the ticket being reopened
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$_SESSION['force_form_top'] = true;
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// Ticket is not resolved
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$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
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} else {
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die("$hesklang[int_error]: $hesklang[status_not_valid].");
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}
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// Connect to database
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hesk_dbConnect();
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// Verify email address match if needed
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hesk_verifyEmailMatch($trackingID);
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// Lets make status assignment a bit smarter when reopening tickets
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if ($oldStatus == 2) {
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// Get number of replies and last replier (customer or staff)
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$ticket = hesk_dbFetchAssoc(hesk_dbQuery("SELECT `staffreplies`, `lastreplier` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `trackid`='" . hesk_dbEscape($trackingID) . "' LIMIT 1"));
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// If ticket has no staff replies set the status to "New"
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if ($ticket['staffreplies'] < 1) {
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$statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsNewTicketStatus` = 1');
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$statusRow = hesk_dbFetchAssoc($statusRes);
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$status = $statusRow['ID'];
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} // If last reply was by customer set status to "Waiting reply from staff"
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elseif ($ticket['lastreplier'] == 0) {
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$statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsCustomerReplyStatus` = 1');
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$statusRow = hesk_dbFetchAssoc($statusRes);
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$status = $statusRow['ID'];
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}
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// If nothing matches: last reply was from staff, keep status "Waiting reply from customer"
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}
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// Modify values in the database
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hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `status`='{$status}', `locked`='{$locked}' $closedby_sql , `history`=CONCAT(`history`,'" . hesk_dbEscape($revision) . "') WHERE `trackid`='" . hesk_dbEscape($trackingID) . "' AND `locked` != '1' LIMIT 1");
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// Did we modify anything*
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if (hesk_dbAffectedRows() != 1) {
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hesk_error($hesklang['elocked']);
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}
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// Show success message
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if ($status != $closedStatus) {
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hesk_process_messages($hesklang['wrepo'], 'ticket.php?track=' . $trackingID . $hesk_settings['e_param'] . '&Refresh=' . rand(10000, 99999), 'NOTICE');
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} else {
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hesk_process_messages($hesklang['your_ticket_been'] . ' ' . $action, 'ticket.php?track=' . $trackingID . $hesk_settings['e_param'] . '&Refresh=' . rand(10000, 99999), 'SUCCESS');
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}
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