<?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');
require(HESK_PATH . 'inc/admin_functions.inc.php');
hesk_load_database_functions();
require(HESK_PATH . 'inc/email_functions.inc.php');
require(HESK_PATH . 'inc/posting_functions.inc.php');

// We only allow POST requests from the HESK form to this file
if ( $_SERVER['REQUEST_METHOD'] != 'POST' )
{
	header('Location: admin_main.php');
	exit();
}

// Check for POST requests larger than what the server can handle
if ( empty($_POST) && ! empty($_SERVER['CONTENT_LENGTH']) )
{
	hesk_error($hesklang['maxpost']);
}

hesk_session_start();
hesk_dbConnect();
hesk_isLoggedIn();

// Prevent flooding - multiple replies within a few seconds are probably not valid
if ($hesk_settings['flood'])
{
    if (isset($_SESSION['last_reply_timestamp']) && (time() - $_SESSION['last_reply_timestamp']) < $hesk_settings['flood'])
    {
        hesk_error($hesklang['e_flood']);
    }
    else
    {
        $_SESSION['last_reply_timestamp'] = time();
    }
}

/* Check permissions for this feature */
hesk_checkPermission('can_reply_tickets');

/* A security check */
# hesk_token_check('POST');

/* Original ticket ID */
$replyto = intval( hesk_POST('orig_id', 0) ) or die($hesklang['int_error']);

/* Get details about the original ticket */
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='{$replyto}' LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
	hesk_error($hesklang['ticket_not_found']);
}
$ticket = hesk_dbFetchAssoc($result);
$trackingID = $ticket['trackid'];

// Do we require owner before allowing to reply?
if ($hesk_settings['require_owner'] && ! $ticket['owner'])
{
    hesk_process_messages($hesklang['atbr'],'admin_ticket.php?track='.$ticket['trackid'].'&Refresh='.rand(10000,99999));
}

$hesk_error_buffer = array();

// Get the message
$message = hesk_input(hesk_POST('message'));

// Submit as customer?
$submit_as_customer = isset($_POST['submit_as_customer']) ? true : false;

// Load statuses
require_once(HESK_PATH . 'inc/statuses.inc.php');

if (strlen($message))
{
    $message_html = $message;

    // Handle rich-text tickets
    if ($hesk_settings['staff_ticket_formatting'] == 2) {
        // Decode the message we encoded earlier
        $message_html = hesk_html_entity_decode($message_html);

        // Clean the HTML code and set the plaintext version
        require(HESK_PATH . 'inc/htmlpurifier/HeskHTMLPurifier.php');
        require(HESK_PATH . 'inc/html2text/html2text.php');
        $purifier = new HeskHTMLPurifier($hesk_settings['cache_dir']);
        $message_html = $purifier->heskPurify($message_html);

        $message = convert_html_to_text($message_html);
        $message = fix_newlines($message);

        // Prepare plain message for storage as HTML
        $message = hesk_htmlspecialchars($message);
        // nl2br done after adding signature
    } elseif ($hesk_settings['staff_ticket_formatting'] == 0) {
        $message_html = hesk_makeURL($message_html);
        $message_html = nl2br($message_html);
    }

	// Save message for later and ignore the rest?
	if ( isset($_POST['save_reply']) )
	{
		// Delete any existing drafts from this owner for this ticket
		hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."reply_drafts` WHERE `owner`=".intval($_SESSION['id'])." AND `ticket`=".intval($ticket['id']));

		// Save the message draft
		hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."reply_drafts` (`owner`, `ticket`, `message`, `message_html`) VALUES (".intval($_SESSION['id']).", ".intval($ticket['id']).", '".hesk_dbEscape($message)."', '".hesk_dbEscape($message_html)."')");

		/* Set reply submitted message */
		$_SESSION['HESK_SUCCESS'] = TRUE;
		$_SESSION['HESK_MESSAGE'] = $hesklang['reply_saved'];

		/* What to do after reply? */
		if ($_SESSION['afterreply'] == 1)
		{
			header('Location: admin_main.php');
		}
		elseif ($_SESSION['afterreply'] == 2)
		{
			/* Get the next open ticket that needs a reply */
			$res  = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `owner` IN ('0','".intval($_SESSION['id'])."') AND " . hesk_myCategories() . " AND `status` IN ('0','1') AND `id` != ".intval($ticket['id']). " ORDER BY `owner` DESC, `priority` ASC LIMIT 1");

			if (hesk_dbNumRows($res) == 1)
			{
				$row = hesk_dbFetchAssoc($res);
				$_SESSION['HESK_MESSAGE'] .= '<br /><br />'.$hesklang['rssn'];
				header('Location: admin_ticket.php?track='.$row['trackid'].'&Refresh='.rand(10000,99999));
			}
			else
			{
				header('Location: admin_main.php');
			}
		}
		else
		{
			header('Location: admin_ticket.php?track='.$ticket['trackid'].'&Refresh='.rand(10000,99999));
		}
		exit();
	}

	// Attach signature to the message?
	if ( ! $submit_as_customer && ! empty($_POST['signature']) && strlen($_SESSION['signature']))
	{
	    $message .= "\n\n" . addslashes($_SESSION['signature']) . "\n";

        // Make signature links clickable
        $signature = hesk_makeURL($_SESSION['signature']);

        // Turn newlines into <br /> tags
        $signature = nl2br($signature);

        $message_html .= "<br/><br/>" . addslashes($signature) . "<br/>";
	}

    // Make links clickable
	$message = hesk_makeURL($message);

    // Turn newlines into <br /> tags
	$message = nl2br($message);
}
else
{
    $hesk_error_buffer[] = $hesklang['enter_message'];
}

/* Attachments */
$use_legacy_attachments = hesk_POST('use-legacy-attachments', 0);
if ($hesk_settings['attachments']['use'])
{
    require(HESK_PATH . 'inc/attachments.inc.php');
    $attachments = array();

    if ($use_legacy_attachments) {
        for ($i = 1; $i <= $hesk_settings['attachments']['max_number']; $i++) {
            $att = hesk_uploadFile($i);
            if ($att !== false && !empty($att)) {
                $attachments[$i] = $att;
            }
        }
    } else {
        // The user used the new drag-and-drop system.
        $temp_attachment_names = hesk_POST_array('attachments');
        foreach ($temp_attachment_names as $temp_attachment_name) {
            $temp_attachment = hesk_getTemporaryAttachment($temp_attachment_name);

            if ($temp_attachment !== null) {
                $attachments[] = $temp_attachment;
            }
        }
    }
}
$myattachments='';

/* Time spent working on ticket */
$time_worked = hesk_getTime(hesk_POST('time_worked'));

/* Any errors? */
if (count($hesk_error_buffer)!=0)
{
    $_SESSION['ticket_message'] = hesk_POST('message');
    $_SESSION['time_worked'] = $time_worked;

	// Remove any successfully uploaded attachments
	if ($hesk_settings['attachments']['use'])
	{
        if ($use_legacy_attachments) {
            hesk_removeAttachments($attachments);
        } else {
            $_SESSION['ar_attachments'] = $attachments;
        }

	}

    $tmp = '';
    foreach ($hesk_error_buffer as $error)
    {
        $tmp .= "<li>$error</li>\n";
    }
    $hesk_error_buffer = $tmp;

    $hesk_error_buffer = $hesklang['pcer'].'<br /><br /><ul>'.$hesk_error_buffer.'</ul>';
    hesk_process_messages($hesk_error_buffer,'admin_ticket.php?track='.$ticket['trackid'].'&Refresh='.rand(10000,99999));
}

if ($hesk_settings['attachments']['use'] && !empty($attachments))
{
    // Delete temp attachment records and set the new filename
    if (!$use_legacy_attachments) {
        $attachments = hesk_migrateTempAttachments($attachments, $trackingID);
    }

    foreach ($attachments as $myatt)
    {
        hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('".hesk_dbEscape($trackingID)."','".hesk_dbEscape($myatt['saved_name'])."','".hesk_dbEscape($myatt['real_name'])."','".intval($myatt['size'])."')");
        $myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] .',';
    }
}

// Add reply
if ($submit_as_customer)
{
	hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`message_html`,`dt`,`attachments`) VALUES ('".intval($replyto)."','".hesk_dbEscape(addslashes($ticket['name']))."','".hesk_dbEscape($message."<br /><br /><i>{$hesklang['creb']} ".addslashes($_SESSION['name'])."</i>")."','".hesk_dbEscape($message_html."<br /><br /><i>{$hesklang['creb']} ".addslashes($_SESSION['name'])."</i>")."',NOW(),'".hesk_dbEscape($myattachments)."')");
}
else
{
	hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`message_html`,`dt`,`attachments`,`staffid`) VALUES ('".intval($replyto)."','".hesk_dbEscape(addslashes($_SESSION['name']))."','".hesk_dbEscape($message)."','".hesk_dbEscape($message_html)."',NOW(),'".hesk_dbEscape($myattachments)."','".intval($_SESSION['id'])."')");
}

/* Track ticket status changes for history */
$revision = '';

/* Change the status of priority? */
if ( ! empty($_POST['set_priority']) )
{
    $priority = intval( hesk_POST('priority') );
    if ($priority < 0 || $priority > 3)
    {
    	hesk_error($hesklang['select_priority']);
    }

	$options = array(
		0 => $hesklang['critical'],
		1 => $hesklang['high'],
		2 => $hesklang['medium'],
		3 => $hesklang['low']
	);

    $revision = sprintf($hesklang['thist8'],hesk_date(),$options[$priority],addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');

    $priority_sql = ",`priority`='$priority', `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
}
else
{
    $priority_sql = "";
}

// Get new ticket status
$sql_status = '';
// -> If locked, keep it resolved
if ($ticket['locked'])
{
	$new_status = 3;
}
// -> Submit as Customer reply
elseif ($submit_as_customer)
{
	$new_status = 1;

	if ($ticket['status'] != $new_status)
	{
		$revision   = sprintf($hesklang['thist9'],hesk_date(),$hesklang['wait_reply'],addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
		$sql_status = " , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
	}
}
// -> Submitted with a status change?
else
{
    $submit_as_status = false;

    foreach ($hesk_settings['statuses'] as $id => $data)
    {
        if ( ! isset($_POST['submit_as-' . $id]))
        {
            continue;
        }

        // "Resolved" status needs special care
        if ($id == 3)
        {
            // Permission to resolve?
            if ( ! hesk_checkPermission('can_resolve', 0))
            {
                break;
            }

            // Update "Closed at"
            $sql_status .= " , `closedat`=NOW(), `closedby`=".intval($_SESSION['id'])." ";

            // Lock the ticket if customers are not allowed to reopen tickets
            if ($hesk_settings['custopen'] != 1)
            {
                $sql_status .= " , `locked`='1' ";
            }
        }

        // Set the new status and log revision if modified
        $new_status = $id;

        if ($ticket['status'] != $new_status && $new_status != 2)
        {
            $revision   = sprintf($hesklang['thist9'],hesk_date(),addslashes($data['name']),addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
            $sql_status .= " , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
        }

        $submit_as_status = true;

        break;
    }

    // Default: submit as "Replied by staff"
    if ( ! $submit_as_status)
    {
        $new_status = 2;
    }
}

$sql = "UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='{$new_status}',";
$sql.= $submit_as_customer ? "`lastreplier`='0', `replierid`='0' " : "`lastreplier`='1', `replierid`='".intval($_SESSION['id'])."' ";

/* Update time_worked or force update lastchange */
if ($time_worked == '00:00:00')
{
	$sql .= ", `lastchange` = NOW() ";
}
else
{
    $parts = explode(':', $ticket['time_worked']);
    $seconds = ($parts[0] * 3600) + ($parts[1] * 60) + $parts[2];

    $parts = explode(':', $time_worked);
    $seconds += ($parts[0] * 3600) + ($parts[1] * 60) + $parts[2];

    require(HESK_PATH . 'inc/reporting_functions.inc.php');
    $ticket['time_worked'] = hesk_SecondsToHHMMSS($seconds);

	$sql .= ",`time_worked` = ADDTIME(`time_worked`,'" . hesk_dbEscape($time_worked) . "') ";
}

if ( ! empty($_POST['assign_self']) && hesk_checkPermission('can_assign_self',0))
{
	$revision = sprintf($hesklang['thist2'],hesk_date(),addslashes($_SESSION['name']).' ('.$_SESSION['user'].')',addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
    $sql .= " , `owner`=".intval($_SESSION['id']).", `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') ";
}

// If ticket is re-opened, clear "closed at" and "closed by"
if ($ticket['status'] == 3 && $new_status != 3)
{
    $sql .= ' , `closedat`=NULL, `closedby`=NULL ';
}

$sql .= " $priority_sql ";
$sql .= " $sql_status ";

// Is this the first staff reply? Log it for reporting
if ( ! $ticket['firstreplyby'] )
{
	$sql .= " , `firstreply`=NOW(), `firstreplyby`=".intval($_SESSION['id'])." ";
}

// Keep track of replies to this ticket for easier reporting
$sql .= " , `replies`=`replies`+1 ";
$sql .= $submit_as_customer ? '' : " , `staffreplies`=`staffreplies`+1 ";

// End and execute the query
$sql .= " WHERE `id`='{$replyto}'";
hesk_dbQuery($sql);
unset($sql);

/* Update number of replies in the users table */
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."users` SET `replies`=`replies`+1 WHERE `id`='".intval($_SESSION['id'])."'");

// --> Prepare reply message

// 1. Generate the array with ticket info that can be used in emails
$info = array(
'email'			=> $ticket['email'],
'category'		=> $ticket['category'],
'priority'		=> $ticket['priority'],
'owner'			=> $ticket['owner'],
'trackid'		=> $ticket['trackid'],
'status'		=> $new_status,
'name'			=> $ticket['name'],
'subject'		=> $ticket['subject'],
'message'		=> stripslashes($message),
'attachments'	=> $myattachments,
'dt'			=> hesk_date($ticket['dt'], true),
'lastchange'	=> hesk_date($ticket['lastchange'], true),
'due_date'      => hesk_format_due_date($ticket['due_date']),
'id'			=> $ticket['id'],
'language'		=> $ticket['language'],
'time_worked'   => $ticket['time_worked'],
'last_reply_by'	=> ($submit_as_customer ? $ticket['name'] : $_SESSION['name']),
);

// 2. Add custom fields to the array
foreach ($hesk_settings['custom_fields'] as $k => $v)
{
	$info[$k] = $v['use'] ? $ticket[$k] : '';
}

// 3. Add HTML message to the array
if (isset($message_html)) {
    $info['message_html'] = stripslashes($message_html);
} else {
    $info['message_html'] = $info['message'];
}

// 4. Make sure all values are properly formatted for email
$ticket = hesk_ticketToPlain($info, 1, 0);

// Notify the assigned staff?
if ($submit_as_customer)
{
	if ($ticket['owner'] && $ticket['owner'] != $_SESSION['id'])
	{
		hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');
	}
}
// Notify customer?
elseif ( ! isset($_POST['no_notify']) || intval( hesk_POST('no_notify') ) != 1)
{
	hesk_notifyCustomer('new_reply_by_staff');
}

// Delete any existing drafts from this owner for this ticket
hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."reply_drafts` WHERE `owner`=".intval($_SESSION['id'])." AND `ticket`=".intval($ticket['id']));

/* Set reply submitted message */
$_SESSION['HESK_SUCCESS'] = TRUE;
$_SESSION['HESK_MESSAGE'] = $hesklang['reply_submitted'];

/* What to do after reply? */
if ($_SESSION['afterreply'] == 1)
{
	header('Location: admin_main.php');
}
elseif ($_SESSION['afterreply'] == 2)
{
	/* Get the next open ticket that needs a reply */
    $res  = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `owner` IN ('0','".intval($_SESSION['id'])."') AND " . hesk_myCategories() . " AND `status` IN ('0','1') ORDER BY `owner` DESC, `priority` ASC LIMIT 1");

    if (hesk_dbNumRows($res) == 1)
    {
    	$row = hesk_dbFetchAssoc($res);
        $_SESSION['HESK_MESSAGE'] .= '<br /><br />'.$hesklang['rssn'];
        header('Location: admin_ticket.php?track='.$row['trackid'].'&Refresh='.rand(10000,99999));
    }
    else
    {
		header('Location: admin_main.php');
    }
}
else
{
	header('Location: admin_ticket.php?track='.$ticket['trackid'].'&Refresh='.rand(10000,99999));
}
exit();
?>