133 lines
3.5 KiB
PHP
133 lines
3.5 KiB
PHP
<?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','./');
|
|
|
|
// Get all the required files and functions
|
|
require(HESK_PATH . 'hesk_settings.inc.php');
|
|
require(HESK_PATH . 'inc/common.inc.php');
|
|
|
|
// Are we in maintenance mode?
|
|
hesk_check_maintenance();
|
|
|
|
hesk_load_database_functions();
|
|
hesk_session_start();
|
|
|
|
// A security check
|
|
hesk_token_check();
|
|
|
|
// Get the tracking ID
|
|
$trackingID = hesk_cleanID() or die("$hesklang[int_error]: $hesklang[no_trackID]");
|
|
|
|
// Get new status
|
|
$status = intval( hesk_GET('s', 0) );
|
|
|
|
$locked = 0;
|
|
|
|
if ($status == 3) // Closed
|
|
{
|
|
// Is customer closing tickets enabled?
|
|
if ( ! $hesk_settings['custclose'])
|
|
{
|
|
hesk_error($hesklang['attempt']);
|
|
}
|
|
|
|
$action = $hesklang['closed'];
|
|
$revision = sprintf($hesklang['thist3'],hesk_date(),$hesklang['customer']);
|
|
|
|
if ($hesk_settings['custopen'] != 1)
|
|
{
|
|
$locked = 1;
|
|
}
|
|
|
|
// Mark that customer resolved the ticket
|
|
$closedby_sql = ' , `closedat`=NOW(), `closedby`=0 ';
|
|
}
|
|
elseif ($status == 2) // Opened
|
|
{
|
|
// Is customer reopening tickets enabled?
|
|
if ( ! $hesk_settings['custopen'])
|
|
{
|
|
hesk_error($hesklang['attempt']);
|
|
}
|
|
|
|
$action = $hesklang['opened'];
|
|
$revision = sprintf($hesklang['thist4'],hesk_date(),$hesklang['customer']);
|
|
|
|
// We will ask the customer why is the ticket being reopened
|
|
$_SESSION['force_form_top'] = true;
|
|
|
|
// Ticket is not resolved
|
|
$closedby_sql = ' , `closedat`=NULL, `closedby`=NULL ';
|
|
}
|
|
else
|
|
{
|
|
die("$hesklang[int_error]: $hesklang[status_not_valid].");
|
|
}
|
|
|
|
// Connect to database
|
|
hesk_dbConnect();
|
|
|
|
// Verify email address match if needed
|
|
hesk_verifyEmailMatch($trackingID);
|
|
|
|
// Setup required session vars
|
|
$_SESSION['t_track'] = $trackingID;
|
|
$_SESSION['t_email'] = $hesk_settings['e_email'];
|
|
|
|
// Load statuses
|
|
require_once(HESK_PATH . 'inc/statuses.inc.php');
|
|
|
|
// Is current ticket status even changeable by customers?
|
|
$ticket = hesk_dbFetchAssoc( hesk_dbQuery( "SELECT `status`, `staffreplies`, `lastreplier` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1") );
|
|
if ( ! hesk_can_customer_change_status($ticket['status']))
|
|
{
|
|
hesk_process_messages($hesklang['scno'],'ticket.php');
|
|
}
|
|
|
|
// Lets make status assignment a bit smarter when reopening tickets
|
|
if ($status == 2)
|
|
{
|
|
// If ticket has no staff replies set the status to "New"
|
|
if ($ticket['staffreplies'] < 1)
|
|
{
|
|
$status = 0;
|
|
}
|
|
// If last reply was by customer set status to "Waiting reply from staff"
|
|
elseif ($ticket['lastreplier'] == 0)
|
|
{
|
|
$status = 1;
|
|
}
|
|
// If nothing matches: last reply was from staff, keep status "Waiting reply from customer"
|
|
}
|
|
|
|
// Modify values in the database
|
|
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='{$status}', `locked`='{$locked}' $closedby_sql , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `trackid`='".hesk_dbEscape($trackingID)."' AND `locked` != '1'");
|
|
|
|
// Did we modify anything*
|
|
if (hesk_dbAffectedRows() != 1)
|
|
{
|
|
hesk_process_messages($hesklang['elocked'],'ticket.php');
|
|
}
|
|
|
|
// Show success message
|
|
if ($status != 3)
|
|
{
|
|
hesk_process_messages($hesklang['wrepo'],'ticket.php','NOTICE');
|
|
}
|
|
else
|
|
{
|
|
hesk_process_messages($hesklang['your_ticket_been'].' '.$action,'ticket.php','SUCCESS');
|
|
}
|