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.
 
 
 

550 lines
17 KiB

<?php
/*******************************************************************************
* Title: Help Desk Software HESK
* Version: 2.6.2 from 18th March 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
*******************************************************************************/
/* Check if this is a valid include */
if (!defined('IN_SCRIPT')) {die('Invalid attempt');}
// Include all functions needed for email piping
hesk_load_database_functions();
require(HESK_PATH . 'inc/email_functions.inc.php');
require(HESK_PATH . 'inc/posting_functions.inc.php');
require(HESK_PATH . 'inc/mail/rfc822_addresses.php');
require(HESK_PATH . 'inc/mail/mime_parser.php');
require(HESK_PATH . 'inc/mail/email_parser.php');
require(HESK_PATH . 'modsForHesk_settings.inc.php');
/*** FUNCTIONS ***/
function hesk_email2ticket($results, $pop3 = 0, $set_category = 1, $set_priority = -1)
{
global $hesk_settings, $hesklang, $hesk_db_link, $ticket;
// Process "Reply-To:" or "From:" email
$tmpvar['email'] = isset($results['reply-to'][0]['address']) ? hesk_validateEmail($results['reply-to'][0]['address'],'ERR',0) : hesk_validateEmail($results['from'][0]['address'],'ERR',0);
// Email missing, invalid or banned?
if ( ! $tmpvar['email'] || hesk_isBannedEmail($tmpvar['email']) )
{
return hesk_cleanExit();
}
// Process "Reply-To:" or "From:" name, convert to UTF-8, set to "[Customer]" if not set
if ( isset($results['reply-to'][0]['name']) && strlen($results['reply-to'][0]['name']) )
{
$tmpvar['name'] = $results['reply-to'][0]['name'];
if ( ! empty($results['reply-to'][0]['encoding']) )
{
$tmpvar['name'] = hesk_encodeUTF8($tmpvar['name'], $results['reply-to'][0]['encoding']);
}
}
else
{
$tmpvar['name'] = isset($results['from'][0]['name']) ? $results['from'][0]['name'] : $hesklang['pde'];
if ( ! empty($results['from'][0]['encoding']) )
{
$tmpvar['name'] = hesk_encodeUTF8($tmpvar['name'], $results['from'][0]['encoding']);
}
}
$tmpvar['name'] = hesk_input($tmpvar['name'],'','',1,50) or $tmpvar['name'] = $hesklang['pde'];
// Process "To:" email (not yet implemented, for future use)
// $tmpvar['to_email'] = hesk_validateEmail($results['to'][0]['address'],'ERR',0);
// Process email subject, convert to UTF-8, set to "[Piped email]" if none set
$tmpvar['subject'] = isset($results['subject']) ? $results['subject'] : $hesklang['pem'];
if ( ! empty($results['subject_encoding']) )
{
$tmpvar['subject'] = hesk_encodeUTF8($tmpvar['subject'], $results['subject_encoding']);
}
$tmpvar['subject'] = hesk_input($tmpvar['subject'],'','',1,70) or $tmpvar['subject'] = $hesklang['pem'];
// Process email message, convert to UTF-8
$tmpvar['message'] = isset($results['message']) ? $results['message'] : '';
if ( ! empty($results['encoding']) )
{
$tmpvar['message'] = hesk_encodeUTF8($tmpvar['message'], $results['encoding']);
}
$tmpvar['message'] = hesk_input($tmpvar['message'],'','',1);
// Message missing?
if ( strlen($tmpvar['message']) == 0)
{
// Message required? Ignore this email.
if ($hesk_settings['eml_req_msg'])
{
return hesk_cleanExit();
}
// Message not required? Assign a default message
$tmpvar['message'] = $hesklang['def_msg'];
// Track duplicate emails based on subject
$message_hash = md5($tmpvar['subject']);
}
else
{
$message_hash = md5($tmpvar['message']);
}
// Strip quoted reply from email
$tmpvar['message'] = hesk_stripQuotedText($tmpvar['message']);
// Convert URLs to links, change newlines to <br />
$tmpvar['message'] = hesk_makeURL($tmpvar['message']);
$tmpvar['message'] = nl2br($tmpvar['message']);
# For debugging purposes
# die( bin2hex($tmpvar['message']) );
# die($tmpvar['message']);
// Try to detect "delivery failed" and "noreply" emails - ignore if detected
if ( hesk_isReturnedEmail($tmpvar) )
{
return hesk_cleanExit();
}
// Check for email loops
if ( hesk_isEmailLoop($tmpvar['email'], $message_hash) )
{
return hesk_cleanExit();
}
// OK, everything seems OK. Now determine if this is a reply to a ticket or a new ticket
if ( preg_match('/\[#([A-Z0-9]{3}\-[A-Z0-9]{3}\-[A-Z0-9]{4})\]/', str_replace(' ', '', $tmpvar['subject']), $matches) )
{
// We found a possible tracking ID
$tmpvar['trackid'] = $matches[1];
// Does it match one in the database?
$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($tmpvar['trackid'])."' LIMIT 1");
if (hesk_dbNumRows($res))
{
$ticket = hesk_dbFetchAssoc($res);
// Do email addresses match?
if ( strpos( strtolower($ticket['email']), strtolower($tmpvar['email']) ) === false )
{
$tmpvar['trackid'] = '';
}
// Is this ticket locked? Force create a new one if it is
if ($ticket['locked'])
{
$tmpvar['trackid'] = '';
}
}
else
{
$tmpvar['trackid'] = '';
}
}
// If tracking ID is empty, generate a new one
if ( empty($tmpvar['trackid']) )
{
$tmpvar['trackid'] = hesk_createID();
$is_reply = 0;
}
else
{
$is_reply = 1;
}
// Process attachments
$tmpvar['attachmment_notices'] = '';
$tmpvar['attachments'] = '';
$num = 0;
if ($hesk_settings['attachments']['use'] && isset($results['attachments'][0]))
{
foreach ($results['attachments'] as $k => $v)
{
// Clean attachment names
$myatt['real_name'] = hesk_cleanFileName($v['orig_name']);
// Check number of attachments, delete any over max number
if ($num >= $hesk_settings['attachments']['max_number'])
{
$tmpvar['attachmment_notices'] .= sprintf($hesklang['attnum'], $myatt['real_name']) . "\n";
continue;
}
// Check file extension
$ext = strtolower(strrchr($myatt['real_name'], "."));
if (!in_array($ext,$hesk_settings['attachments']['allowed_types']))
{
$tmpvar['attachmment_notices'] .= sprintf($hesklang['atttyp'], $myatt['real_name']) . "\n";
continue;
}
// Check file size
$myatt['size'] = $v['size'];
if ($myatt['size'] > ($hesk_settings['attachments']['max_size']))
{
$tmpvar['attachmment_notices'] .= sprintf($hesklang['attsiz'], $myatt['real_name']) . "\n";
continue;
}
// Generate a random file name
$useChars='AEUYBDGHJLMNPQRSTVWXZ123456789';
$tmp = $useChars{mt_rand(0,29)};
for($j=1;$j<10;$j++)
{
$tmp .= $useChars{mt_rand(0,29)};
}
$myatt['saved_name'] = substr($tmpvar['trackid'] . '_' . md5($tmp . $myatt['real_name']), 0, 200) . $ext;
// Rename the temporary file
rename($v['stored_name'],HESK_PATH.$hesk_settings['attach_dir'].'/'.$myatt['saved_name']);
// Insert into database
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('".hesk_dbEscape($tmpvar['trackid'])."','".hesk_dbEscape($myatt['saved_name'])."','".hesk_dbEscape($myatt['real_name'])."','".intval($myatt['size'])."')");
$tmpvar['attachments'] .= hesk_dbInsertID() . '#' . $myatt['real_name'] .',';
$num++;
}
if (strlen($tmpvar['attachmment_notices']))
{
$tmpvar['message'] .= "<br /><br />" . hesk_input($hesklang['attrem'],'','',1) . "<br />" . nl2br(hesk_input($tmpvar['attachmment_notices'],'','',1));
}
}
// Delete the temporary files
deleteAll($results['tempdir']);
// If this is a reply add a new reply
if ($is_reply)
{
// Set last replier name to customer name
$ticket['lastreplier'] = ($tmpvar['name'] == $hesklang['pde']) ? $tmpvar['email'] : $tmpvar['name'];;
// If staff hasn't replied yet, keep ticket status "New", otherwise set it to "Waiting reply from staff"
$ticket['status'] = $ticket['status'] ? 1 : 0;
// Update ticket as necessary
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `lastchange`=NOW(),`status`='{$ticket['status']}',`replies`=`replies`+1,`lastreplier`='0' WHERE `id`='".intval($ticket['id'])."' LIMIT 1");
// If customer replied, we assume staff replies have been read (no way to be sure if ticket.php hasn't been opened)
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` SET `read` = '1' WHERE `replyto` = '".intval($ticket['id'])."' AND `staffid` != '0' ");
// Insert reply into database
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`dt`,`attachments`) VALUES ('".intval($ticket['id'])."','".hesk_dbEscape($ticket['lastreplier'])."','".hesk_dbEscape($tmpvar['message'])."',NOW(),'".hesk_dbEscape($tmpvar['attachments'])."')");
// --> Prepare reply message
// 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' => $ticket['name'],
'lastreplier' => $ticket['lastreplier'],
'subject' => $ticket['subject'],
'message' => stripslashes($tmpvar['message']),
'attachments' => $tmpvar['attachments'],
'dt' => hesk_date($ticket['dt'], true),
'lastchange' => hesk_date($ticket['lastchange'], true),
'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);
// --> Process custom fields before sending
foreach ($hesk_settings['custom_fields'] as $k => $v)
{
$ticket[$k] = $v['use'] ? hesk_msgToPlain($ticket[$k], 1) : '';
}
// --> If ticket is assigned just notify the owner
if ($ticket['owner'])
{
hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');
}
// --> No owner assigned, find and notify appropriate staff
else
{
hesk_notifyStaff('new_reply_by_customer',"`notify_reply_unassigned`='1'");
}
return $ticket['trackid'];
} // END REPLY
// Not a reply, but a new ticket. Add it to the database
$tmpvar['category'] = $set_category;
$tmpvar['priority'] = $set_priority < 0 ? hesk_getCategoryPriority($tmpvar['category']) : $set_priority;
$_SERVER['REMOTE_ADDR'] = $hesklang['unknown'];
// Auto assign tickets if aplicable
$tmpvar['owner'] = 0;
$tmpvar['history'] = $pop3 ? sprintf($hesklang['thist16'], hesk_date()) : sprintf($hesklang['thist11'], hesk_date());
$tmpvar['openedby'] = $pop3 ? -2 : -1;
$autoassign_owner = hesk_autoAssignTicket($tmpvar['category']);
#print_r($autoassign_owner);
if ($autoassign_owner)
{
$tmpvar['owner'] = $autoassign_owner['id'];
$tmpvar['history'] .= sprintf($hesklang['thist10'],hesk_date(),$autoassign_owner['name'].' ('.$autoassign_owner['user'].')');
}
// Custom fields will be empty as there is no reliable way of detecting them
foreach ($hesk_settings['custom_fields'] as $k=>$v)
{
$tmpvar[$k] = '';
}
// Insert ticket to database
$ticket = hesk_newTicket($tmpvar);
// Notify the customer
if ($hesk_settings['notify_new'])
{
$possible_SPAM = false;
// Do we need to check subject for SPAM tags?
if ($hesk_settings['notify_skip_spam'])
{
foreach ($hesk_settings['notify_spam_tags'] as $tag)
{
if ( strpos($tmpvar['subject'], $tag) !== false )
{
$possible_SPAM = true;
break;
}
}
}
// SPAM tags not found or not checked, send email
if ($possible_SPAM === false)
{
hesk_notifyCustomer();
}
}
// Need to notify staff?
// --> From autoassign?
if ($tmpvar['owner'] && $autoassign_owner['notify_assigned'])
{
hesk_notifyAssignedStaff($autoassign_owner, 'ticket_assigned_to_you');
}
// --> No autoassign, find and notify appropriate staff
elseif ( ! $tmpvar['owner'] )
{
hesk_notifyStaff('new_ticket_staff', " `notify_new_unassigned` = '1' ");
}
return $ticket['trackid'];
} // END hesk_email2ticket()
function hesk_encodeUTF8($in, $encoding)
{
$encoding = strtoupper($encoding);
switch($encoding)
{
case 'UTF-8':
return $in;
break;
case 'ISO-8859-1':
return utf8_encode($in);
break;
default:
return iconv($encoding, 'UTF-8', $in);
break;
}
} // END hesk_encodeUTF8()
function hesk_stripQuotedText($message)
{
global $hesk_settings, $hesklang;
// Stripping quoted text disabled?
if ( ! $hesk_settings['strip_quoted'])
{
return $message;
}
// Loop through available languages and ty to find the tag
foreach ($hesk_settings['languages'] as $language => $settings)
{
if ( ($found = strpos($message, $settings['hr']) ) !== false )
{
// "Reply above this line" tag found, strip quoted reply
$message = substr($message, 0, $found);
$message .= "\n" . $hesklang['qrr'];
// Set language to the detected language
hesk_setLanguage($language);
break;
}
}
return $message;
} // END hesk_stripQuotedText()
function hesk_isReturnedEmail($tmpvar)
{
// Check noreply email addresses
if ( preg_match('/not?[\-_]reply@/i', $tmpvar['email']) )
{
return true;
}
// Check mailer daemon email addresses
if ( preg_match('/mail(er)?[\-_]daemon@/i', $tmpvar['email']) )
{
return true;
}
// Check autoreply subjects
if ( preg_match('/^[\[\(]?Auto(mat(ic|ed))?[ \-]?reply/i', $tmpvar['subject']) )
{
return true;
}
// Check out of office subjects
if ( preg_match('/^Out of Office/i', $tmpvar['subject']) )
{
return true;
}
// Check delivery failed email subjects
if (
preg_match('/DELIVERY FAILURE/i', $tmpvar['subject']) ||
preg_match('/Undelivered Mail Returned to Sender/i', $tmpvar['subject']) ||
preg_match('/Delivery Status Notification \(Failure\)/i', $tmpvar['subject']) ||
preg_match('/Returned mail\: see transcript for details/i', $tmpvar['subject'])
)
{
return true;
}
// Check Mail Delivery sender name
if ( preg_match('/Mail[ \-_]?Delivery/i', $tmpvar['name']) )
{
return true;
}
// Check Delivery failed message
if ( preg_match('/postmaster@/i', $tmpvar['email']) && preg_match('/Delivery has failed to these recipients/i', $tmpvar['message']) )
{
return true;
}
// No pattern detected, seems like this is not a returned email
return false;
} // END hesk_isReturnedEmail()
function hesk_isEmailLoop($email, $message_hash)
{
global $hesk_settings, $hesklang, $hesk_db_link;
// If $hesk_settings['loop_hits'] is set to 0 this function is disabled
if ( ! $hesk_settings['loop_hits'])
{
return false;
}
// Escape wildcards in email
$email_like = hesk_dbEscape(hesk_dbLike($email));
// Delete expired DB entries
hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."pipe_loops` WHERE `dt` < (NOW() - INTERVAL ".intval($hesk_settings['loop_time'])." SECOND) ");
// Check current entry
$res = hesk_dbQuery("SELECT `hits`, `message_hash` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."pipe_loops` WHERE `email` LIKE '{$email_like}' LIMIT 1");
// Any active entry*
if (hesk_dbNumRows($res))
{
list($num, $md5) = hesk_dbFetchRow($res);
$num++;
// Number of emails in a time period reached?
if ($num >= $hesk_settings['loop_hits'])
{
return true;
}
// Message exactly the same as in previous email?
if ($message_hash == $md5)
{
return true;
}
// Update DB entry
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."pipe_loops` SET `hits` = `hits` + 1, `message_hash` = '".hesk_dbEscape($message_hash)."' WHERE `email` LIKE '{$email_like}' LIMIT 1");
}
else
{
// First instance, insert a new database row
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."pipe_loops` (`email`, `message_hash`) VALUES ('".hesk_dbEscape($email)."', '".hesk_dbEscape($message_hash)."')");
}
// No loop rule trigered
return false;
} // END hesk_isEmailLoop()
function hesk_cleanExit()
{
global $results;
// Delete the temporary files
deleteAll($results['tempdir']);
// Return NULL
return NULL;
} // END hesk_cleanExit()