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<?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'); hesk_session_start(); hesk_dbConnect(); hesk_isLoggedIn(); // Check permissions for this feature hesk_checkPermission('can_view_tickets'); // A security check hesk_token_check('POST'); // Ticket ID $trackingID = hesk_cleanID() or die($hesklang['int_error'].': '.$hesklang['no_trackID']); // Ticket details $res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1"); if (hesk_dbNumRows($res) != 1) { hesk_error($hesklang['ticket_not_found']); } $ticket = hesk_dbFetchAssoc($res); $opened_by = $ticket['openedby']; // Do we have permission to view this ticket? if ($ticket['owner'] && $ticket['owner'] != $_SESSION['id'] && ! hesk_checkPermission('can_view_ass_others',0)) { // Maybe this user is allowed to view tickets he/she assigned? if ( ! $can_view_ass_by || $ticket['assignedby'] != $_SESSION['id']) { hesk_error($hesklang['ycvtao']); } } if ( ! $ticket['owner'] && ! hesk_checkPermission('can_view_unassigned',0)) { hesk_error($hesklang['ycovtay']); } // Is this user allowed to view tickets inside this category? hesk_okCategory($ticket['category']); // Reply or original message? $reply_id = intval( hesk_GET('reply', 0) ); if ($reply_id > 0) { $result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `id`={$reply_id} AND `replyto`=".intval($ticket['id'])." LIMIT 1"); if (hesk_dbNumRows($res) != 1) { hesk_error($hesklang['ernf']); } $reply = hesk_dbFetchAssoc($result); $ticket['message'] = $reply['message']; $ticket['message_html'] = $reply['message_html']; $ticket['attachments'] = $reply['attachments']; } /* --> Prepare 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' => $ticket['status'], 'name' => $ticket['name'], 'subject' => $ticket['subject'], 'message' => $ticket['message'], 'message_html' => $ticket['message_html'], 'attachments' => $ticket['attachments'], 'dt' => hesk_date($ticket['dt'], true), 'lastchange' => hesk_date($ticket['lastchange'], true), 'due_date' => hesk_format_due_date($ticket['due_date']), 'id' => $ticket['id'], 'time_worked' => $ticket['time_worked'], 'last_reply_by' => hesk_getReplierName($ticket), ); // 2. Add custom fields to the array foreach ($hesk_settings['custom_fields'] as $k => $v) { $info[$k] = $v['use'] ? $ticket[$k] : ''; } // 3. Make sure all values are properly formatted for email $ticket = hesk_ticketToPlain($info, 1, 0); // Notification of a reply if ($reply_id > 0) { // Reply by staff, send notification to customer if ($reply['staffid']) { hesk_notifyCustomer('new_reply_by_staff'); } // Reply by customer, notify assigned staff? elseif ($ticket['owner']) { hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my'); } // Reply by customer, notify staff else { hesk_notifyStaff('new_reply_by_customer',"`notify_reply_unassigned`='1'"); } hesk_process_messages($hesklang['rns'],'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'SUCCESS'); } // Notification of the original ticket if ($opened_by) { hesk_notifyCustomer('new_ticket_by_staff'); } else { hesk_notifyCustomer(); } // Notify staff? if ($ticket['owner']) { hesk_notifyAssignedStaff(false, 'ticket_assigned_to_you'); } else { hesk_notifyStaff('new_ticket_staff', "`notify_new_unassigned`='1'"); } hesk_process_messages($hesklang['tns'],'admin_ticket.php?track='.$trackingID.'&Refresh='.rand(10000,99999),'SUCCESS');
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