240 lines
7.4 KiB
PHP
240 lines
7.4 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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// Are we in maintenance mode?
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hesk_check_maintenance();
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hesk_load_database_functions();
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require(HESK_PATH . 'inc/email_functions.inc.php');
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require(HESK_PATH . 'inc/posting_functions.inc.php');
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// We only allow POST requests to this file
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if ( $_SERVER['REQUEST_METHOD'] != 'POST' )
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{
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header('Location: index.php');
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exit();
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}
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// Check for POST requests larger than what the server can handle
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if ( empty($_POST) && ! empty($_SERVER['CONTENT_LENGTH']) )
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{
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hesk_error($hesklang['maxpost']);
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}
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hesk_session_start();
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/* A security check */
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# hesk_token_check('POST');
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$hesk_error_buffer = array();
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// Tracking ID
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$trackingID = hesk_cleanID('orig_track') or die($hesklang['int_error'].': No orig_track');
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// Email required to view ticket?
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$my_email = hesk_getCustomerEmail();
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// Setup required session vars
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$_SESSION['t_track'] = $trackingID;
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$_SESSION['t_email'] = $my_email;
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// Get message
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$message = hesk_input( hesk_POST('message') );
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// If the message was entered, further parse it
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if ( strlen($message) )
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{
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// Make links clickable
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$message = hesk_makeURL($message);
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// Turn newlines into <br />
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$message = nl2br($message);
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}
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else
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{
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$hesk_error_buffer[] = $hesklang['enter_message'];
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}
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/* Attachments */
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if ($hesk_settings['attachments']['use'])
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{
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require(HESK_PATH . 'inc/attachments.inc.php');
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$attachments = array();
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for ($i=1;$i<=$hesk_settings['attachments']['max_number'];$i++)
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{
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$att = hesk_uploadFile($i);
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if ($att !== false && !empty($att))
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{
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$attachments[$i] = $att;
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}
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}
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}
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$myattachments='';
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/* Any errors? */
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if (count($hesk_error_buffer)!=0)
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{
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$_SESSION['ticket_message'] = hesk_POST('message');
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// If this was a reply after re-opening a ticket, force the form at the top
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if ( hesk_POST('reopen') == 1)
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{
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$_SESSION['force_form_top'] = true;
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}
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// Remove any successfully uploaded attachments
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if ($hesk_settings['attachments']['use'])
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{
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hesk_removeAttachments($attachments);
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}
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$tmp = '';
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foreach ($hesk_error_buffer as $error)
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{
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$tmp .= "<li>$error</li>\n";
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}
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$hesk_error_buffer = $tmp;
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$hesk_error_buffer = $hesklang['pcer'].'<br /><br /><ul>'.$hesk_error_buffer.'</ul>';
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hesk_process_messages($hesk_error_buffer,'ticket.php');
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}
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/* Connect to database */
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hesk_dbConnect();
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// Check if this IP is temporarily locked out
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$res = hesk_dbQuery("SELECT `number` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` WHERE `ip`='".hesk_dbEscape(hesk_getClientIP())."' AND `last_attempt` IS NOT NULL AND DATE_ADD(`last_attempt`, INTERVAL ".intval($hesk_settings['attempt_banmin'])." MINUTE ) > NOW() LIMIT 1");
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if (hesk_dbNumRows($res) == 1)
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{
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if (hesk_dbResult($res) >= $hesk_settings['attempt_limit'])
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{
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unset($_SESSION);
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hesk_error( sprintf($hesklang['yhbb'],$hesk_settings['attempt_banmin']) , 0);
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}
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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`='{$trackingID}' LIMIT 1");
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if (hesk_dbNumRows($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($res);
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/* If we require e-mail to view tickets check if it matches the one in database */
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hesk_verifyEmailMatch($trackingID, $my_email, $ticket['email']);
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/* Ticket locked? */
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if ($ticket['locked'])
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{
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hesk_process_messages($hesklang['tislock2'],'ticket.php');
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exit();
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}
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// Prevent flooding ticket replies
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$res = hesk_dbQuery("SELECT `staffid` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='{$ticket['id']}' AND `dt` > DATE_SUB(NOW(), INTERVAL 10 MINUTE) ORDER BY `id` ASC");
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if (hesk_dbNumRows($res) > 0)
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{
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$sequential_customer_replies = 0;
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while ($tmp = hesk_dbFetchAssoc($res))
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{
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$sequential_customer_replies = $tmp['staffid'] ? 0 : $sequential_customer_replies + 1;
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}
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if ($sequential_customer_replies > 10)
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{
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hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` (`ip`, `number`) VALUES ('".hesk_dbEscape(hesk_getClientIP())."', ".intval($hesk_settings['attempt_limit'] + 1).")");
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hesk_error( sprintf($hesklang['yhbr'],$hesk_settings['attempt_banmin']) , 0);
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}
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}
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/* Insert attachments */
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if ($hesk_settings['attachments']['use'] && !empty($attachments))
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{
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foreach ($attachments as $myatt)
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{
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hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('{$trackingID}','".hesk_dbEscape($myatt['saved_name'])."','".hesk_dbEscape($myatt['real_name'])."','".intval($myatt['size'])."')");
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$myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] .',';
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}
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}
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// If staff hasn't replied yet, keep ticket status "New", otherwise set it to "Waiting reply from staff"
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if (hesk_can_customer_change_status($ticket['status']))
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{
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$ticket['status'] = $ticket['status'] ? 1 : 0;
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}
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/* Update ticket as necessary */
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$res = hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `lastchange`=NOW(), `status`='{$ticket['status']}', `replies`=`replies`+1, `lastreplier`='0' WHERE `id`='{$ticket['id']}'");
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// Insert reply into database
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hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`dt`,`attachments`) VALUES ({$ticket['id']},'".hesk_dbEscape($ticket['name'])."','".hesk_dbEscape($message)."',NOW(),'".hesk_dbEscape($myattachments)."')");
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/*** Need to notify any staff? ***/
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// --> Prepare reply 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' => $ticket['subject'],
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'message' => stripslashes($message),
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'attachments' => $myattachments,
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'dt' => hesk_date($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' => $ticket['name'],
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);
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// 2. Add custom fields to the array
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foreach ($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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// --> If ticket is assigned just notify the owner
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if ($ticket['owner'])
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{
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hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');
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}
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// --> No owner assigned, find and notify appropriate staff
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else
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{
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hesk_notifyStaff('new_reply_by_customer',"`notify_reply_unassigned`='1'");
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}
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/* Clear unneeded session variables */
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hesk_cleanSessionVars('ticket_message');
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/* Show the ticket and the success message */
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hesk_process_messages($hesklang['reply_submitted_success'],'ticket.php','SUCCESS');
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exit();
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?>
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