Luke Tainton
289
hesk/ticket.php
Normal file
289
hesk/ticket.php
Normal file
@@ -0,0 +1,289 @@
|
||||
<?php
|
||||
/**
|
||||
*
|
||||
* This file is part of HESK - PHP Help Desk Software.
|
||||
*
|
||||
* (c) Copyright Klemen Stirn. All rights reserved.
|
||||
* https://www.hesk.com
|
||||
*
|
||||
* For the full copyright and license agreement information visit
|
||||
* https://www.hesk.com/eula.php
|
||||
*
|
||||
*/
|
||||
|
||||
define('IN_SCRIPT',1);
|
||||
define('HESK_PATH','./');
|
||||
define('HESK_NO_ROBOTS',1);
|
||||
|
||||
/* Get all the required files and functions */
|
||||
require(HESK_PATH . 'hesk_settings.inc.php');
|
||||
define('TEMPLATE_PATH', HESK_PATH . "theme/{$hesk_settings['site_theme']}/");
|
||||
require(HESK_PATH . 'inc/common.inc.php');
|
||||
|
||||
// Are we in maintenance mode?
|
||||
hesk_check_maintenance();
|
||||
|
||||
hesk_load_database_functions();
|
||||
hesk_session_start();
|
||||
|
||||
$hesk_error_buffer = array();
|
||||
$do_remember = '';
|
||||
$display = 'none';
|
||||
|
||||
/* A message from ticket reminder? */
|
||||
if ( ! empty($_GET['remind']) )
|
||||
{
|
||||
$display = 'block';
|
||||
print_form();
|
||||
}
|
||||
|
||||
// Do we have parameters in query string? If yes, store them in session and redirect
|
||||
if ( isset($_GET['track']) || isset($_GET['e']) || isset($_GET['f']) || isset($_GET['r']) )
|
||||
{
|
||||
$_SESSION['t_track'] = hesk_GET('track');
|
||||
$_SESSION['t_email'] = hesk_getCustomerEmail(1);
|
||||
$_SESSION['t_form'] = hesk_GET('f');
|
||||
$_SESSION['t_remember'] = strlen($do_remember) ? 'Y' : hesk_GET('r');
|
||||
|
||||
header('Location: ticket.php');
|
||||
die();
|
||||
}
|
||||
|
||||
/* Was this accessed by the form or link? */
|
||||
$is_form = hesk_SESSION('t_form');
|
||||
|
||||
/* Get the tracking ID */
|
||||
$trackingID = hesk_cleanID('', hesk_SESSION('t_track'));
|
||||
|
||||
/* Email required to view ticket? */
|
||||
$my_email = hesk_getCustomerEmail(1, 't_email', 1);
|
||||
|
||||
/* Remember email address? */
|
||||
$do_remember = strlen($do_remember) || strlen(hesk_SESSION('t_remember'));
|
||||
|
||||
/* Clean ticket parameters from the session data, we don't need them anymore */
|
||||
hesk_cleanSessionVars( array('t_track', 't_email', 't_form', 't_remember') );
|
||||
|
||||
/* Any errors? Show the form */
|
||||
if ($is_form)
|
||||
{
|
||||
if ( empty($trackingID) )
|
||||
{
|
||||
$hesk_error_buffer[] = $hesklang['eytid'];
|
||||
}
|
||||
|
||||
if ($hesk_settings['email_view_ticket'] && empty($my_email) )
|
||||
{
|
||||
$hesk_error_buffer[] = $hesklang['enter_valid_email'];
|
||||
}
|
||||
|
||||
$tmp = count($hesk_error_buffer);
|
||||
if ($tmp == 1)
|
||||
{
|
||||
$hesk_error_buffer = implode('',$hesk_error_buffer);
|
||||
hesk_process_messages($hesk_error_buffer,'NOREDIRECT');
|
||||
print_form();
|
||||
}
|
||||
elseif ($tmp == 2)
|
||||
{
|
||||
$hesk_error_buffer = $hesklang['pcer'].'<br /><br /><ul><li>'.$hesk_error_buffer[0].'</li><li>'.$hesk_error_buffer[1].'</li></ul>';
|
||||
hesk_process_messages($hesk_error_buffer,'NOREDIRECT');
|
||||
print_form();
|
||||
}
|
||||
}
|
||||
elseif ( empty($trackingID) || ( $hesk_settings['email_view_ticket'] && empty($my_email) ) )
|
||||
{
|
||||
print_form();
|
||||
}
|
||||
|
||||
/* Connect to database */
|
||||
hesk_dbConnect();
|
||||
|
||||
/* Limit brute force attempts */
|
||||
hesk_limitBfAttempts();
|
||||
|
||||
// Load custom fields
|
||||
require_once(HESK_PATH . 'inc/custom_fields.inc.php');
|
||||
|
||||
// Load statuses
|
||||
require_once(HESK_PATH . 'inc/statuses.inc.php');
|
||||
|
||||
/* 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);
|
||||
|
||||
/* If we require e-mail to view tickets check if it matches the one from merged ticket */
|
||||
if ( hesk_verifyEmailMatch($ticket['trackid'], $my_email, $ticket['email'], 0) )
|
||||
{
|
||||
hesk_process_messages( sprintf($hesklang['tme'], $trackingID, $ticket['trackid']) ,'NOREDIRECT','NOTICE');
|
||||
$trackingID = $ticket['trackid'];
|
||||
}
|
||||
else
|
||||
{
|
||||
hesk_process_messages( sprintf($hesklang['tme1'], $trackingID, $ticket['trackid']) . '<br /><br />' . sprintf($hesklang['tme2'], $ticket['trackid']) ,'NOREDIRECT','NOTICE');
|
||||
$trackingID = $ticket['trackid'];
|
||||
print_form();
|
||||
}
|
||||
}
|
||||
else
|
||||
{
|
||||
/* Nothing found, error out */
|
||||
hesk_process_messages($hesklang['ticket_not_found'],'NOREDIRECT');
|
||||
print_form();
|
||||
}
|
||||
}
|
||||
else
|
||||
{
|
||||
/* We have a match, get ticket info */
|
||||
$ticket = hesk_dbFetchAssoc($res);
|
||||
|
||||
/* If we require e-mail to view tickets check if it matches the one in database */
|
||||
hesk_verifyEmailMatch($trackingID, $my_email, $ticket['email']);
|
||||
}
|
||||
|
||||
/* Ticket exists, clean brute force attempts */
|
||||
hesk_cleanBfAttempts();
|
||||
|
||||
/* Remember email address? */
|
||||
if ($is_form)
|
||||
{
|
||||
if ($do_remember)
|
||||
{
|
||||
hesk_setcookie('hesk_myemail', $my_email, strtotime('+1 year'));
|
||||
}
|
||||
elseif ( isset($_COOKIE['hesk_myemail']) )
|
||||
{
|
||||
hesk_setcookie('hesk_myemail', '');
|
||||
}
|
||||
}
|
||||
|
||||
/* Set last replier name */
|
||||
if ($ticket['lastreplier'])
|
||||
{
|
||||
if (empty($ticket['repliername']))
|
||||
{
|
||||
$ticket['repliername'] = $hesklang['staff'];
|
||||
}
|
||||
}
|
||||
else
|
||||
{
|
||||
$ticket['repliername'] = $ticket['name'];
|
||||
}
|
||||
|
||||
// If IP is unknown (tickets via email pipe/pop3 fetching) assume current visitor IP as customer IP
|
||||
if ($ticket['ip'] == '' || $ticket['ip'] == 'Unknown' || $ticket['ip'] == $hesklang['unknown'])
|
||||
{
|
||||
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `ip` = '".hesk_dbEscape(hesk_getClientIP())."' WHERE `id`=".intval($ticket['id']));
|
||||
}
|
||||
|
||||
/* Get category name and ID */
|
||||
$result = hesk_dbQuery("SELECT `name` FROM `".hesk_dbEscape($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)
|
||||
{
|
||||
$result = hesk_dbQuery("SELECT `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."categories` WHERE `id`='1' LIMIT 1");
|
||||
}
|
||||
|
||||
$category = hesk_dbFetchAssoc($result);
|
||||
|
||||
/* Get replies */
|
||||
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='".intval($ticket['id'])."' ORDER BY `id` ".($hesk_settings['new_top'] ? 'DESC' : 'ASC') );
|
||||
$replies = hesk_dbNumRows($result);
|
||||
$repliesArray = array();
|
||||
$unread_replies = array();
|
||||
while ($row = hesk_dbFetchAssoc($result)) {
|
||||
if ($row['staffid'] && !$row['read'])
|
||||
{
|
||||
$unread_replies[] = $row['id'];
|
||||
}
|
||||
$repliesArray[] = $row;
|
||||
}
|
||||
/* If needed update unread replies as read for staff to know */
|
||||
if (count($unread_replies))
|
||||
{
|
||||
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` SET `read` = '1' WHERE `id` IN ('".implode("','", $unread_replies)."')");
|
||||
}
|
||||
|
||||
// Demo mode
|
||||
if ( defined('HESK_DEMO') )
|
||||
{
|
||||
$ticket['email'] = 'hidden@demo.com';
|
||||
}
|
||||
|
||||
$messages = hesk_get_messages();
|
||||
|
||||
$custom_fields_before_message = array();
|
||||
$custom_fields_after_message = array();
|
||||
foreach ($hesk_settings['custom_fields'] as $k=>$v) {
|
||||
if ($v['use']==1 && hesk_is_custom_field_in_category($k, $ticket['category']))
|
||||
{
|
||||
$custom_field = array(
|
||||
'name' => $v['name'],
|
||||
'name:' => $v['name:'],
|
||||
'value' => $ticket[$k],
|
||||
'type' => $v['type']
|
||||
);
|
||||
|
||||
if ($v['type'] == 'date') {
|
||||
$custom_field['date_format'] = $v['value']['date_format'];
|
||||
}
|
||||
|
||||
|
||||
if ($v['place'] == 1) {
|
||||
$custom_fields_after_message[] = $custom_field;
|
||||
} else {
|
||||
$custom_fields_before_message[] = $custom_field;
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
$hesk_settings['render_template'](TEMPLATE_PATH . 'customer/view-ticket/view-ticket.php', array(
|
||||
'messages' => $messages,
|
||||
'ticketJustReopened' => isset($_SESSION['force_form_top']),
|
||||
'ticket' => $ticket,
|
||||
'trackingID' => $trackingID,
|
||||
'numberOfReplies' => $replies,
|
||||
'replies' => $repliesArray,
|
||||
'category' => $category,
|
||||
'email' => $my_email,
|
||||
'customFieldsBeforeMessage' => $custom_fields_before_message,
|
||||
'customFieldsAfterMessage' => $custom_fields_after_message
|
||||
));
|
||||
unset($_SESSION['force_form_top']);
|
||||
|
||||
/* Clear unneeded session variables */
|
||||
hesk_cleanSessionVars('ticket_message');
|
||||
|
||||
/*** START FUNCTIONS ***/
|
||||
|
||||
function print_form()
|
||||
{
|
||||
global $hesk_settings, $hesklang;
|
||||
global $hesk_error_buffer, $my_email, $trackingID, $do_remember, $display;
|
||||
|
||||
/* Print header */
|
||||
$hesk_settings['tmp_title'] = $hesk_settings['hesk_title'] . ' - ' . $hesklang['view_ticket'];
|
||||
|
||||
$messages = hesk_get_messages();
|
||||
|
||||
$hesk_settings['render_template'](TEMPLATE_PATH . 'customer/view-ticket/form.php', array(
|
||||
'messages' => $messages,
|
||||
'trackingId' => $trackingID,
|
||||
'email' => $my_email,
|
||||
'rememberEmail' => $do_remember,
|
||||
'submittedForgotTrackingIdForm' => $display === 'block'
|
||||
));
|
||||
|
||||
exit();
|
||||
} // End print_form()
|
||||
Reference in New Issue
Block a user