201 lines
6.3 KiB
PHP
201 lines
6.3 KiB
PHP
<?php
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/**
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*
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* This file is part of HESK - PHP Help Desk Software.
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*
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* (c) Copyright Klemen Stirn. All rights reserved.
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* https://www.hesk.com
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*
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* For the full copyright and license agreement information visit
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* https://www.hesk.com/eula.php
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*
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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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require(HESK_PATH . 'inc/admin_functions.inc.php');
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hesk_load_database_functions();
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require(HESK_PATH . 'inc/email_functions.inc.php');
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hesk_session_start();
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hesk_dbConnect();
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hesk_isLoggedIn();
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/* Check permissions for this feature */
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if ( ! hesk_checkPermission('can_change_cat', 0))
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{
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hesk_checkPermission('can_change_own_cat');
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}
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/* A security check */
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hesk_token_check('POST');
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/* Ticket ID */
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$trackingID = hesk_cleanID() or die($hesklang['int_error'].': '.$hesklang['no_trackID']);
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/* Category ID */
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$category = intval( hesk_POST('category', -1) );
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if ($category < 1)
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{
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hesk_process_messages($hesklang['incat'],'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'NOTICE');
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}
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/* Get new category details */
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$res = hesk_dbQuery("SELECT `name`,`autoassign` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."categories` WHERE `id`='{$category}' LIMIT 1");
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if (hesk_dbNumRows($res) != 1)
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{
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hesk_error("$hesklang[int_error]: $hesklang[kb_cat_inv].");
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}
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$row = hesk_dbFetchAssoc($res);
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/* Should tickets in new category be auto-assigned if necessary? */
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if ( ! $row['autoassign'])
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{
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$hesk_settings['autoassign'] = false;
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}
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/* Is user allowed to view tickets in new category? */
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$category_ok = hesk_okCategory($category,0);
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// Is user allowed to move tickets to this category?
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if ( ! $category_ok && ! hesk_checkPermission('can_change_cat', 0) )
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{
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hesk_process_messages($hesklang['noauth_move'],'admin_main.php');
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}
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/* Get details about the original ticket */
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$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1");
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if (hesk_dbNumRows($res) != 1)
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{
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hesk_error($hesklang['ticket_not_found']);
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}
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$ticket = hesk_dbFetchAssoc($res);
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/* Log that ticket is being moved */
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$history = sprintf($hesklang['thist1'],hesk_date(),$row['name'],$_SESSION['name'].' ('.$_SESSION['user'].')');
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/* Is the ticket assigned to someone? If yes, check that the user has access to category or change to unassigned */
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$need_to_reassign = 0;
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if ($ticket['owner'])
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{
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if ($ticket['owner'] == $_SESSION['id'] && ! $category_ok )
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{
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$need_to_reassign = 1;
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}
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else
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{
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$res = hesk_dbQuery("SELECT `isadmin`,`categories` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `id`='".intval($ticket['owner'])."' LIMIT 1");
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if (hesk_dbNumRows($res) != 1)
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{
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$need_to_reassign = 1;
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}
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else
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{
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$tmp = hesk_dbFetchAssoc($res);
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if ( ! hesk_okCategory($category,0,$tmp['isadmin'], explode(',',$tmp['categories']) ) )
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{
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$need_to_reassign = 1;
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}
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}
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}
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}
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/* Reassign automatically if possible */
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if ($need_to_reassign || ! $ticket['owner'])
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{
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$need_to_reassign = 1;
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$autoassign_owner = hesk_autoAssignTicket($category);
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if ($autoassign_owner)
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{
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$ticket['owner'] = $autoassign_owner['id'];
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$history .= sprintf($hesklang['thist10'],hesk_date(),$autoassign_owner['name'].' ('.$autoassign_owner['user'].')');
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}
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else
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{
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$ticket['owner'] = 0;
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}
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}
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hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `category`='".intval($category)."', `owner`='".intval($ticket['owner'])."' , `history`=CONCAT(`history`,'".hesk_dbEscape($history)."') WHERE `trackid`='".hesk_dbEscape($trackingID)."'");
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$ticket['category'] = $category;
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/* --> Prepare message */
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// 1. Generate the array with ticket info that can be used in emails
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$info = array(
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'email' => $ticket['email'],
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'category' => $ticket['category'],
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'priority' => $ticket['priority'],
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'owner' => $ticket['owner'],
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'trackid' => $ticket['trackid'],
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'status' => $ticket['status'],
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'name' => $ticket['name'],
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'subject' => $ticket['subject'],
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'message' => $ticket['message'],
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'attachments' => $ticket['attachments'],
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'dt' => hesk_date($ticket['dt'], true),
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'lastchange' => hesk_date($ticket['lastchange'], true),
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'id' => $ticket['id'],
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'time_worked' => $ticket['time_worked'],
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'last_reply_by' => hesk_getReplierName($ticket),
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);
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// 2. Add custom fields to the array
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foreach ($hesk_settings['custom_fields'] as $k => $v)
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{
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$info[$k] = $v['use'] ? $ticket[$k] : '';
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}
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// 3. Make sure all values are properly formatted for email
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$ticket = hesk_ticketToPlain($info, 1, 0);
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/* Need to notify any staff? */
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/* --> From autoassign? */
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if ($need_to_reassign && ! empty($autoassign_owner['email']) )
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{
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hesk_notifyAssignedStaff($autoassign_owner, 'ticket_assigned_to_you');
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}
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/* --> No autoassign, find and notify appropriate staff */
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elseif ( ! $ticket['owner'] )
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{
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hesk_notifyStaff('category_moved', "`notify_new_unassigned`='1' AND `id`!=".intval($_SESSION['id']) );
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}
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/* Is the user allowed to view tickets in the new category? */
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if ($category_ok)
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{
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/* Ticket has an owner */
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if ($ticket['owner'])
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{
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/* Staff is owner or can view tickets assigned to others */
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if ($ticket['owner'] == $_SESSION['id'] || hesk_checkPermission('can_view_ass_others',0) )
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{
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hesk_process_messages($hesklang['moved_to'],'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'SUCCESS');
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}
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else
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{
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hesk_process_messages($hesklang['moved_to'],'admin_main.php','SUCCESS');
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}
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}
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/* Ticket is unassigned, staff can view unassigned tickets */
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elseif (hesk_checkPermission('can_view_unassigned',0))
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{
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hesk_process_messages($hesklang['moved_to'],'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'SUCCESS');
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}
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/* Ticket is unassigned, staff cannot view unassigned tickets */
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else
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{
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hesk_process_messages($hesklang['moved_to'],'admin_main.php','SUCCESS');
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}
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}
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else
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{
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hesk_process_messages($hesklang['moved_to'],'admin_main.php','SUCCESS');
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}
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?>
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