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Hesk v3.2.0

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This commit is contained in:
Luke Tainton
2021-03-06 16:23:18 +00:00
parent a5296eea55
commit ac0640212a
222 changed files with 16911 additions and 1089 deletions
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15
hesk/language/en/emails/overdue_ticket.txt Normal file
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@@ -0,0 +1,15 @@
Hello,
A ticket is overdue! Ticket details:
Ticket subject: %%SUBJECT%%
Tracking ID: %%TRACK_ID%%
You can manage this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

19
hesk/language/en/emails/ticket_escalated.txt Normal file
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@@ -0,0 +1,19 @@
Hello,
A support ticket has been escalated by %%ESCALATED_BY_RULE%%:
Subject: %%SUBJECT%%
Category: %%CATEGORY%%
Priority: %%PRIORITY%%
Status: %%STATUS%%
Assigned to: %%OWNER%%
Tracking ID: %%TRACK_ID%%
You can view this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

25
hesk/language/en/help_files/email.html
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@@ -7,7 +7,7 @@
</head>
<body>
<!-- next: 68 -->
<!-- next: 69 -->
<h3>Interactive help for Hesk settings</h3>
@@ -86,7 +86,7 @@ Set to <b>0</b> to disable timeouts and always start a new fetching job.</p>
<a name="67"></a><p class="title">IMAP Fetching</p>
<p>This setting enables or disables IMAP Fetching - creating tickets from emails by connecting to an email account using IMAP connection.
<p>This setting enables or disables IMAP Fetching - creating tickets from emails by connecting to an email account using IMAP connection.</p>
<p>For instructions on how to setup IMAP Fetching please see the readme.html file.</p>
@@ -114,6 +114,27 @@ Set to <b>0</b> to disable timeouts and always start a new fetching job.</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="68"></a><p class="title">Do not validate server certificates</p>
<p>If checked, Hesk will not validate certificates from the TLS/SSL server.</p>
<p>Certificate validation usually needs to be skipped if the server uses self-signed certificates.</p>
<p>We strongly recommend that you do <b>not</b> disable certificate validation on production servers and when connecting to third-party servers as it makes you vulnerable to man-in-the-middle attacks.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="60"></a><p class="title">Email Loops</p>
<p>Settings to help detect email loops created from autoresponders or undeliverable email.</p>

6
hesk/language/en/help_files/general.html
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@@ -7,7 +7,7 @@
</head>
<body>
<!-- next: 59 -->
<!-- next: 60 -->
<h3>Interactive help for Hesk settings</h3>
@@ -45,6 +45,10 @@
<a name="58"></a><p class="title">Site theme</p>
<p>This is the theme that will be used across all customer-facing HESK pages. All properly installed themes will be displayed in the drop-down box. The &quot;Test theme folder&quot; button will help you troubleshoot non-working themes.</p>
<a name="59"></a><p class="title">Admin CSS</p>
<p>Here you can specify the URL of a custom CSS file that will be included in the admin panel.</p>
<p>Use your custom CSS file to overwrite the HESK default admin panel style or add additional CSS rules without modifying the source files.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>

120
hesk/language/en/help_files/helpdesk.html
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@@ -7,7 +7,7 @@
</head>
<body>
<!-- next: 80 -->
<!-- next: 85 -->
<h3>Interactive help for Hesk settings</h3>
@@ -107,6 +107,27 @@ until existing ones are resolved. Affects only tickets submitted via online form
<p>&nbsp;</p>
<a name="84"></a><p class="title">Show as &quot;due soon&quot;</p>
<p>Set the number of days before the due date when a ticket will show as &quot;Due soon&quot; in the list of tickets.</p>
<p>Can be set to a value between 1 and 999 days. Default setting: 7 days.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="59"></a><p class="title">Reply order</p>
<p>Choose whether you want most recent replies to appear at top or at bottom of the ticket page.</p>
@@ -430,6 +451,25 @@ select a ticket category.</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="80"></a><p class="title">Ticket Formatting</p>
<p>Sets the type of editor when creating / editing tickets.</p>
<p>
Plaintext = Plain text (default)<br />
Rich Text (HTML) = Allows rich text (bold, lists, etc) via a WYSIWYG editor
</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="13"></a><p class="title">Use anti-SPAM image</p>
<p>Toggles use of the anti-SPAM security image (captcha).</p>
@@ -550,6 +590,28 @@ use HTML code in the question. Answers are not CaSe SeNSiTiVe. Some examples:</p
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="81"></a><p class="title">Flood limit (seconds)</p>
<p>This feature helps prevent submitting too many ticket replies (accidental or malicious reply flooding).</p>
<p>Set to the minimum number of seconds that must pass between two ticket replies from the same person.</p>
<p>To disable this feature, set the value to <b>0</b>.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
@@ -593,6 +655,33 @@ If disabled, only entering ticket tracking ID will suffice.</p>
<p>If you want to display HESK inside a frame on a website under a different domain name than the one HESK is installed under, disable this feature.</p>
<p>In the case above, you may also need to set <b>Cookies</b> setting to <b>None</b> and use <b>https://</b> connections!</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="82"></a><p class="title">Cookies</p>
<!-- do not translate values inside <b> </b> in this section -->
<p>This setting controls the <b>SameSite</b> attribute of HTTP cookies. For a detailed explanation, please see <a href="https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Set-Cookie/SameSite" rel="nofollow">this article</a>.</p>
<p>In short:</p>
<p><b>Strict</b> - cookies will only be sent to requests under your domain name. Following an email link, for example, may force you to log in again.</p>
<p><b>Lax</b> - default Hesk value. Cookies are not sent on normal cross-site subrequests (for example, to load images or frames into a third-party site) but are sent when a user is navigating to the origin site (i.e., when following a link).</p>
<p><b>None</b> - cookies will be sent to any request, but only under a secure (<b>https://</b>) connection. Use this setting if you show Hesk in a frame on a third-party domain.</p>
<p>If you want to display HESK inside a frame on a website under a different domain name than the one HESK is installed under, set it to <b>None</b> and use <b>https://</b> connections.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
@@ -624,6 +713,35 @@ If disabled, only entering ticket tracking ID will suffice.</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="83"></a><p class="title">URL Access Key</p>
<p>Use the URL Access Key to prevent unauzhorized web-access to your Hesk cron files, such as:<br>
- /inc/mail/hesk_imap.php,<br>
- /inc/mail/hesk_pop3.php,<br>
- /cron/email_overdue_tickets.php, etc.<br>
</p>
<p>When an access key is set and someone wants to access any of those files via an URL address (web browser), they will need to specify the correct key by appending <b>?key=XXXXXXXX</b> to the URL address. Example:</p>
<p>https://example.com/hesk/inc/mail/hesk_imap.php<b>?key=<span class="correct">XXXXXXXX</span></b></p>
<p>Your access key should be a random string at least 20 chars long. Valid access key chars are: a-z A-Z 0-9 _ . -</b>
<p>The access key is not used when cron files are accessed over command-line interface, only when served over http(s).</p>
<p>If you leave the URL Access Key empty, it will not be required/used.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<span class="section">&raquo; Attachments</span>
<a name="37"></a><p class="title">Use attachments</p>

158
hesk/language/en/text.php
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@@ -3,7 +3,7 @@
*
* Language file for Help Desk Software HESK (https://www.hesk.com)
* Language: English
* Version: 3.0.0
* Version: 3.2.0
*
* ==> CONTRIBUTORS
*
@@ -56,6 +56,8 @@ $hesklang['new_note'] = '[#%%TRACK_ID%%] Note added to: %%SUBJECT%
$hesklang['new_pm'] = 'New private message: %%SUBJECT%%';
$hesklang['forgot_ticket_id'] = 'List of your support tickets';
$hesklang['ticket_closed'] = '[#%%TRACK_ID%%] Ticket closed/resolved'; // New in 2.6.0
$hesklang['overdue_ticket'] = '[#%%TRACK_ID%%] Ticket overdue'; // New in 3.2.0
$hesklang['ticket_escalated'] = '[#%%TRACK_ID%%] ESCALATED: %%SUBJECT%%'; // New in 3.2.0
// ERROR MESSAGES
$hesklang['cant_connect_db']='Can\'t connect to database!';
@@ -1659,7 +1661,7 @@ $hesklang['tdisd']='Date and time';
$hesklang['tdisa']='Time ago (example: 5 hours ago)';
$hesklang['nav_templates']='Templates'; // Admin panel navigation item
$hesklang['hide_replies']='Hide ticket replies';
$hesklang['hide_replies_no']='Never, always show all replies';
$hesklang['hide_replies_no']='Do not hide, always show all replies';
$hesklang['hide_replies_yes']='Hide all replies except the last:';
$hesklang['hide_replies_def']='Show the last staff reply and any subsequent customer replies';
$hesklang['reply_by']='Reply by'; // Reply by NAME
@@ -1684,7 +1686,7 @@ assigning users to categories.'; // this was in before 3.0.x, bringing it back
$hesklang['spam_req']='At least one SPAM prevention measure must be enabled!';
$hesklang['modules'] = 'Modules';
$hesklang['modules_demo'] = 'This module is currently available only in %s'; // %s = Hesk cloud link
$hesklang['see_demo']='Try the live demo here: %s'; // %s = Hesk demo link
$hesklang['see_demo']='Try the live demo here: %s'; // %s = Hesk demo link
$hesklang['statistics']['tab'] = 'Statistics';
$hesklang['statistics']['intro'] = 'This report will give you insight into your help desk usage and staff performance.';
$hesklang['statistics']['ntsp']='No tickets in the selected time period.';
@@ -1753,6 +1755,156 @@ $hesklang['sep_1000']=','; // separator between every group of thousands: 1,000,
$hesklang['sep_dec']='.'; // separator between full and decimal numbers: 0.99
$hesklang['and_more']='and much more...'; // last item in a list
// Added or modified in HESK 3.2.0
$hesklang['escalate']['tab']='Escalate'; // Menu link
$hesklang['escalate']['page_title']='Escalate Tickets'; // Page H2 title
$hesklang['escalate']['intro']='This module will help you escalate tickets that are not attended to on time.';
$hesklang['escalate']['feat1']='Tickets not assigned, replied to, or resolved within a timeframe';
$hesklang['escalate']['feat2']='tickets approaching due date and overdue tickets';
$hesklang['escalate']['feat3']='automatically change ticket priority, re-assign a ticket, send an email notification';
$hesklang['escalate']['feat4']='apply rules based on ticket category, owner, status';
$hesklang['escalate']['prefix']='Escalated:'; // Email subject prefix, e.g. "Escalated: [XXX-XXX-XXXX] Test ticket"
$hesklang['escalate']['active_rules']='Active rules';
$hesklang['escalate']['new']='New escalation rule';
$hesklang['escalate']['no_rules']='You do not have any escalation rules. Create one by clicking the &quot;New escalation rule&quot; button above.';
$hesklang['escalate']['title']='Rule title';
$hesklang['escalate']['titlet']='A descriptive title, for example: Re-assign tickets not replied to within a day';
$hesklang['escalate']['default_title']='Rule by %1$s'; // Default rule title; %1$s = user name
$hesklang['escalate']['trigger']='Rule trigger';
$hesklang['escalate']['trigt']='Set the condition that will trigger (run) this rule.';
$hesklang['escalate']['hits']='Hits'; // How many times a rule has been triggered
$hesklang['escalate']['step1']='Condition'; // Title of step 1 when creating/editing a rule
$hesklang['escalate']['step2']='Action'; // Title of step 2 when creating/editing a rule
$hesklang['escalate']['step3']='Apply to'; // Title of step 3 when creating/editing a rule
$hesklang['escalate']['delete']='Delete this rule?';
$hesklang['escalate']['edit']='Editing escalation rule ID %1$s'; // %1$s = rule ID number
$hesklang['escalate']['ifat']='A support ticket is:'; // If a ticket is not (resolved) within X (minutes) of submitting, then (resend notification)
$hesklang['escalate']['nrep']='not replied to by staff';
$hesklang['escalate']['nrepc']='not replied to by customer';
$hesklang['escalate']['nass']='not assigned';
$hesklang['escalate']['nres']='not resolved';
$hesklang['escalate']['ndue']='approaching due date';
$hesklang['escalate']['odue']='overdue';
$hesklang['escalate']['within']='Within:';
$hesklang['escalate']['minutes']='minutes';
$hesklang['escalate']['hours']='hours';
$hesklang['escalate']['days']='days';
$hesklang['escalate']['weeks']='weeks';
$hesklang['escalate']['months']='months';
$hesklang['escalate']['years']='years';
$hesklang['escalate']['ofs']='of being submitted';
$hesklang['escalate']['resend']='Re-send email notifications:';
$hesklang['escalate']['force']='Always send, disregard staff settings';
$hesklang['escalate']['noforce']='Respect staff notifications settings';
$hesklang['escalate']['setpri']='Set priority to:';
$hesklang['escalate']['setsta']='Set status to:';
$hesklang['escalate']['assto']='Assign ticket to:';
$hesklang['escalate']['asm']='Another staff member';
$hesklang['escalate']['notify']='Notify staff members...';
$hesklang['escalate']['ato']='Apply to:';
$hesklang['escalate']['tic']='Tickets in category:';
$hesklang['escalate']['tat']='Tickets assigned to:';
$hesklang['escalate']['tws']='Tickets with status:';
$hesklang['escalate']['tall']='Apply this rule to existing and future tickets';
$hesklang['escalate']['tfn']='Apply this rule to future tickets only, ignore existing tickets';
$hesklang['escalate']['tfi']='Apply this rule only to tickets with ID higher than:';
$hesklang['escalate']['save']='Save rule';
$hesklang['escalate']['e_tt']='Time should be between 1 and 10000';
$hesklang['escalate']['e_a']='Select at least one action to perform on matching tickets';
$hesklang['escalate']['nocat']='Select at least one category';
$hesklang['escalate']['nouser']='Select at least one user';
$hesklang['escalate']['nostatus']='Select at least one status';
$hesklang['escalate']['nocata']='%1$s doesn\'t have access to these categories:'; // %1$s = user name
$hesklang['escalate']['rule_added']='New rule has been created';
$hesklang['escalate']['mdf']='Rule settings have been saved';
$hesklang['escalate']['e_id']='No rule with this ID found';
$hesklang['escalate']['deleted']='Selected rule has been deleted';
$hesklang['escalate']['edit_notice']='changing the rule trigger will have no effect on any ticket already escalated by this rule (unless you reset the rule).';
$hesklang['escalate']['reset']='Reset this rule';
$hesklang['escalate']['reset2']='Are you sure you want to reset this rule?<br><br>Rule hits will go to 0 and any ticket that matches this rule will be escalated again.';
$hesklang['escalate']['reset3']='Selected rule has been reset';
$hesklang['escalate']['log_title']='Rule #%1$s (%2$s)'; // Used in ticket history log. %1$s = rule ID, %2$s = rule title
$hesklang['escalate']['thist1']='<li class="smaller">%1$s | escalated by %2$s:</li>'; // Used in ticket history log. %1$s = date, %2$s = rule log title (above)
$hesklang['escalate']['thist2']='<li class="smaller">%1$s | - set priority to %2$s</li>'; // %1$s = date, %2$s = priority
$hesklang['escalate']['thist3']='<li class="smaller">%1$s | - assign to %2$s</li>'; // %1$s = date, %2$s = owner
$hesklang['escalate']['thist4']='<li class="smaller">%1$s | - send staff notification</li>';
$hesklang['escalate']['thist5']='<li class="smaller">%1$s | - send staff notification (forced)</li>';
$hesklang['escalate']['thist6']='<li class="smaller">%1$s | - error: %2$s doesn\'t have access to ticket category</li>'; // %1$s = date, %2$s = owner
$hesklang['escalate']['thist7']='<li class="smaller">%1$s | - error: %2$s doesn\'t have permission to view tickets</li>'; // %1$s = date, %2$s = owner
$hesklang['escalate']['thist8']='<li class="smaller">%1$s | - error: no other user who can view this ticket</li>'; // %1$s = date
$hesklang['escalate']['thist9']='<li class="smaller">%1$s | - notice: priority already set to %2$s</li>'; // %1$s = date, %2$s = priority
$hesklang['escalate']['thist10']='<li class="smaller">%1$s | - notice: already assigned to %2$s</li>'; // %1$s = date, %2$s = owner
$hesklang['escalate']['thist11']='<li class="smaller">%1$s | - notify: %2$s</li>'; // %1$s = date, %2$s = list of users
$hesklang['escalate']['thist12']='<li class="smaller">%1$s | - set status to %2$s</li>'; // %1$s = date, %2$s = status
$hesklang['escalate']['thist13']='<li class="smaller">%1$s | - notice: status already set to %2$s</li>'; // %1$s = date, %2$s = status
$hesklang['escalate']['active']='Active'; // Is the rule active (live)?
$hesklang['escalate']['activate']='Activate this rule (start using it)';
$hesklang['escalate']['activated']='Selected rule has been activated'; // %1$s = rule log title
$hesklang['escalate']['deactivate']='Deactivate this rule (stop using it)';
$hesklang['escalate']['deactivated']='Selected rule has been deactivated'; // %1$s = rule log title
$hesklang['escalate']['no_active']='No active escalation rules';
$hesklang['escalate']['matched']='Number of matching tickets found: %1$s '; // %1$s = number of tickets
$hesklang['escalate']['tools']='Tools';
$hesklang['escalate']['test']='Simulate this rule';
$hesklang['escalate']['testa']='Simulate all rules';
$hesklang['escalate']['testaa']='Simulate all active rules';
$hesklang['escalate']['testr']='Simulation results';
$hesklang['escalate']['rsim']='Repeat simulation';
$hesklang['escalate']['tbef']='Before a rule is live, you need to activate it by clicking the checkbox in the &quot;ACTIVE&quot; column.<br><br>
We strongly recommend that you <strong>simulate</strong> each rule by clicking the %1$s (Simulate this rule) icon in the rules table
to see how it will affect your existing tickets before activating it.<br><br>
<strong>Active rules are processed every %2$s minutes. A ticket can only be escalated once by each rule</strong>.'; // %1$s = replaced by icon, %2$s = number of minutes, usually 5 or more
$hesklang['escalate']['sim']='SIMULATION MODE, no changes to the database';
$hesklang['escalate']['sic']='SIMULATION COMPLETE';
$hesklang['escalate']['r']='[RULE]';
$hesklang['escalate']['i']='[INFO]';
$hesklang['multopt']='Tip: hold down CTRL key to select multiple options';
$hesklang['desc_ticket_escalated']='(Staff) Ticket has been escalated'; // Email description in admin panel
$hesklang['ticket_formatting_staff']='Ticket Formatting (Staff)';
$hesklang['ticket_formatting_plaintext']='Plain Text';
$hesklang['ticket_formatting_rich_text']='Rich Text (HTML)';
$hesklang['due_date'] = 'Due date';
$hesklang['invalid_due_date'] = 'An invalid due date was entered.';
$hesklang['thist19']='<li class="smaller">%s | due date updated to %s by %s</li>'; // %s = date, new due date, user making change
$hesklang['thist20']='<li class="smaller">%s | due date removed by %s</li>'; // %s = date, user making change
$hesklang['due_date_updated']='Ticket due date has been updated.';
$hesklang['menu_kb_manage']='Manage'; // Left admin menu Knowledgebase "Manage" tab
$hesklang['menu_kb_view']='View'; // Left admin menu Knowledgebase "View" tab
$hesklang['a_select']='Select all';
$hesklang['a_deselect']='Deselect all';
$hesklang['a_toggle']='Toggle all';
$hesklang['ql_all']='All tickets';
$hesklang['ql_alo']='All open tickets';
$hesklang['ql_fit']='Filtered tickets';
$hesklang['ql_a2m']='Assigned to me';
$hesklang['ql_a2o']='Assigned to others';
$hesklang['ql_una']='Unassigned';
$hesklang['ql_due']='Due soon';
$hesklang['ql_ovr']='Overdue';
$hesklang['set_ds']='Show as &quot;due soon&quot;'; // Settings page (title of setting)
$hesklang['set_ds2']='days before due date';
$hesklang['not_aos']='Some open tickets you have access to are not shown due to your filters.';
$hesklang['ntoverdue']='A ticket is overdue with owner:';
$hesklang['ovdcron']='for overdue notifications to work, your administrator must enable a cron job.';
$hesklang['instructions']='Instructions';
$hesklang['desc_overdue_ticket']='(Staff) Ticket overdue';
$hesklang['overdue_starting']='Starting overdue tickets notification process';
$hesklang['overdue_sim']='Sending emails and updating tickets is disabled in SIMULATION mode.';
$hesklang['overdue_ticket_count']='Found %s tickets that are overdue.'; // %s = Number of tickets
$hesklang['overdue_finished']='Finished Overdue Tickets. %s emails sent. %s emails failed to send.'; // %s = Successful emails, failed emails
$hesklang['admin_css']='Admin CSS';
$hesklang['admin_css2']='Load an extra custom style file for the admin panel';
$hesklang['noval_cert']='Do not validate server certificates';
$hesklang['chg_cat']='Click to change ticket category';
$hesklang['tlan']='Ticket language';
$hesklang['uue']='Two or more staff members have the same email address. We recommend setting a unique email address for each user.';
$hesklang['flood']='Flood limit';
$hesklang['e_flood']='Ooops, you already submitted a reply just recently. We stopped this request to prevent reply flooding.';
$hesklang['cookies']='Cookies';
$hesklang['ukey']='URL Access Key'; // Key required to access certain files (like cron jobs) via an URL
$hesklang['ukeyg']='Generate a random URL Access Key';
$hesklang['ukeym']='Error: to run this file via HTTP you must include your URL Access Key in the request. Example:';
$hesklang['ukeyw']='Error: wrong URL Access Key';
// DO NOT CHANGE BELOW
if (!defined('IN_SCRIPT')) die('PHP syntax OK!');