customer_tickets.php

<?php

/**
 * This file is part of the Froxlor project.
 * Copyright (c) 2003-2009 the SysCP Team (see authors).
 * Copyright (c) 2010 the Froxlor Team (see authors).
 *
 * For the full copyright and license information, please view the COPYING
 * file that was distributed with this source code. You can also view the
 * COPYING file online at http://files.froxlor.org/misc/COPYING.txt
 *
 * @copyright  (c) the authors
 * @author     Florian Lippert <flo@syscp.org> (2003-2009)
 * @author     Froxlor team <team@froxlor.org> (2010-)
 * @license    GPLv2 http://files.froxlor.org/misc/COPYING.txt
 * @package    Panel
 *
 */

define('AREA', 'customer');
require './lib/init.php';


if (isset($_POST['id'])) {

	$id = intval($_POST['id']);

	//Check if the current user is allowed to see the current ticket.
	$stmt = Database::prepare("SELECT `id` FROM `panel_tickets` WHERE `id` = :id AND `customerid` = :customerid");
	$result = Database::pexecute_first($stmt, array("id" => $id, "customerid" => $userinfo['customerid']));

	if ($result == null) {
		// no rights to see the requested ticket
		standard_error(array('ticketnotaccessible'));
	}
} elseif (isset($_GET['id'])) {
	$id = intval($_GET['id']);
}

if ($page == 'overview') {
	$log->logAction(USR_ACTION, LOG_NOTICE, "viewed customer_tickets");
	eval("echo \"" . getTemplate("tickets/ticket") . "\";");
} elseif ($page == 'tickets') {
	if ($action == '') {
		$log->logAction(USR_ACTION, LOG_NOTICE, "viewed customer_tickets::tickets");
		$fields = array(
			'status' => $lng['ticket']['status'],
			'lastchange' => $lng['ticket']['lastchange'],
			'subject' => $lng['ticket']['subject'],
			'lastreplier' => $lng['ticket']['lastreplier']
		);
		$paging = new paging($userinfo, TABLE_PANEL_TICKETS, $fields);
		$stmt = Database::prepare('SELECT `main`.`id`, (SELECT COUNT(`sub`.`id`) FROM `' . TABLE_PANEL_TICKETS . '` `sub`
			WHERE `sub`.`answerto` = `main`.`id`) AS `ticket_answers`, `main`.`lastchange`, `main`.`subject`, `main`.`status`, `main`.`lastreplier`, `main`.`priority`
			FROM `' . TABLE_PANEL_TICKETS . '` as `main`
			WHERE `main`.`answerto` = "0"
			AND `archived` = "0"
			AND `customerid`= :customerid ' . $paging->getSqlWhere(true) . " " . $paging->getSqlOrderBy() . " " . $paging->getSqlLimit()
		);
		Database::pexecute($stmt, array("customerid" => $userinfo['customerid']));

		$paging->setEntries(Database::num_rows());
		$sortcode = $paging->getHtmlSortCode($lng);
		$arrowcode = $paging->getHtmlArrowCode($filename . '?page=' . $page . '&s=' . $s);
		$searchcode = $paging->getHtmlSearchCode($lng);
		$pagingcode = $paging->getHtmlPagingCode($filename . '?page=' . $page . '&s=' . $s);
		$i = 0;
		$count = 0;
		$tickets = '';
		$tickets_count = 0;

		while ($row = $stmt->fetch(PDO::FETCH_ASSOC)) {
			if ($paging->checkDisplay($i)) {
				$tickets_count++;
				$row = htmlentities_array($row);
				$row['lastchange'] = date("d.m.y H:i", $row['lastchange']);

				if ($row['status'] >= 0 && $row['status'] <= 2) {
					$reopen = 0;
				} else {
					$reopen = 1;
				}

				$row['status'] = ticket::getStatusText($lng, $row['status']);
				$row['priority'] = ticket::getPriorityText($lng, $row['priority']);

				if ($row['lastreplier'] == '1') {
					$row['lastreplier'] = $lng['ticket']['staff'];
					$cananswer = 1;
				} else {
					$row['lastreplier'] = $lng['ticket']['customer'];
					$cananswer = 0;
				}

				$row['subject'] = html_entity_decode($row['subject']);
				if (strlen($row['subject']) > 30) {
					$ts = wordwrap($row['subject'], 30, "|");
					$ts = explode("|", $ts);
					$row['subject'] = $ts[0]. '...';
				}

				eval("\$tickets.=\"" . getTemplate("tickets/tickets_tickets") . "\";");
				$count++;
			}

			$i++;
		}

		$supportavailable = 0;
		$time = date("Hi", time());
		$day = date("w", time());
		$start = substr(Settings::Get('ticket.worktime_begin'), 0, 2) . substr(Settings::Get('ticket.worktime_begin'), 3, 2);
		$end = substr(Settings::Get('ticket.worktime_end'), 0, 2) . substr(Settings::Get('ticket.worktime_end'), 3, 2);

		if ($time >= $start && $time <= $end) {
			$supportavailable = 1;
		}

		if (Settings::Get('ticket.worktime_sat') == "0" && $day == "6") {
			$supportavailable = 0;
		}

		if (Settings::Get('ticket.worktime_sun') == "0" && $day == "0") {
			$supportavailable = 0;
		}

		if (Settings::Get('ticket.worktime_all') == "1") {
			$supportavailable = 1;
		}

		$ticketsopen = 0;
		$stmt = Database::prepare('SELECT COUNT(`id`) as `count` FROM `' . TABLE_PANEL_TICKETS . '`
			WHERE `customerid` = :customerid
			AND `answerto` = "0"
			AND (`status` = "0" OR `status` = "1" OR `status` = "2")'
		);
		$opentickets = Database::pexecute_first($stmt, array("customerid" => $userinfo['customerid']));

		if (Settings::Get('ticket.concurrently_open') != - 1 && Settings::Get('ticket.concurrently_open') != '') {
			$notmorethanxopentickets = strtr($lng['ticket']['notmorethanxopentickets'], array('%s' => Settings::Get('ticket.concurrently_open')));
		} else {
			$notmorethanxopentickets = '';
		}

		$ticketsopen = (int)$opentickets['count'];
		eval("echo \"" . getTemplate("tickets/tickets") . "\";");

	} elseif ($action == 'new') {
		if ($userinfo['tickets_used'] < $userinfo['tickets'] || $userinfo['tickets'] == '-1') {
			if (isset($_POST['send']) && $_POST['send'] == 'send') {
				$newticket = ticket::getInstanceOf($userinfo, -1);
				$newticket->Set('subject', validate($_POST['subject'], 'subject'), true, false);
				$newticket->Set('priority', validate($_POST['priority'], 'priority'), true, false);
				$newticket->Set('category', validate($_POST['category'], 'category'), true, false);
				$newticket->Set('customer', (int)$userinfo['customerid'], true, false);
				$newticket->Set('admin', (int)$userinfo['adminid'], true, false);
				$newticket->Set('message', validate(str_replace("\r\n", "\n", $_POST['message']), 'message', '/^[^\0]*$/'), true, false);

				if ($newticket->Get('subject') == null) {
					standard_error(array('stringisempty', 'mysubject'));
				} elseif ($newticket->Get('message') == null) {
					standard_error(array('stringisempty', 'mymessage'));
				} else {
					$now = time();
					$newticket->Set('dt', $now, true, true);
					$newticket->Set('lastchange', $now, true, true);
					$newticket->Set('ip', $_SERVER['REMOTE_ADDR'], true, true);
					$newticket->Set('status', '0', true, true);
					$newticket->Set('lastreplier', '0', true, true);
					$newticket->Set('by', '0', true, true);
					$newticket->Insert();
					$log->logAction(USR_ACTION, LOG_NOTICE, "opened support-ticket '" . $newticket->Get('subject') . "'");

					$stmt = Database::prepare('UPDATE `' . TABLE_PANEL_CUSTOMERS . '`
						SET `tickets_used`=`tickets_used` + 1
						WHERE `customerid`= :customerid'
					);
					Database::pexecute($stmt, array("customerid" => $userinfo['customerid']));

					// Customer mail
					$newticket->sendMail((int)$userinfo['customerid'], 'new_ticket_for_customer_subject', $lng['mails']['new_ticket_for_customer']['subject'], 'new_ticket_for_customer_mailbody', $lng['mails']['new_ticket_for_customer']['mailbody']);

					// Admin mail
					$newticket->sendMail(-1, 'new_ticket_by_customer_subject', $lng['mails']['new_ticket_by_customer']['subject'], 'new_ticket_by_customer_mailbody', $lng['mails']['new_ticket_by_customer']['mailbody']);
					redirectTo($filename, array('page' => $page, 's' => $s));
				}
			} else {
				$categories = '';
				$result_stmt = Database::prepare('SELECT `id`, `name` FROM `' . TABLE_PANEL_TICKET_CATS . '`
					WHERE `adminid` = :adminid
					ORDER BY `logicalorder`, `name` ASC'
				);
				$result = Database::pexecute_first($result_stmt, array("adminid" => $userinfo['adminid']));

				if (isset($result['name']) && $result['name'] != '') {
					$result2_stmt = Database::prepare('SELECT `id`, `name` FROM `' . TABLE_PANEL_TICKET_CATS . '`
						WHERE `adminid` = :adminid
						ORDER BY `logicalorder`, `name` ASC'
					);
					Database::pexecute($result2_stmt, array("adminid" => $userinfo['adminid']));

					while ($row = $result2_stmt->fetch(PDO::FETCH_ASSOC)) {
						$categories.= makeoption($row['name'], $row['id']);
					}
				} else {
					$categories = makeoption($lng['ticket']['no_cat'], '0');
				}

				$priorities = makeoption($lng['ticket']['high'], '1');
				$priorities.= makeoption($lng['ticket']['normal'], '2');
				$priorities.= makeoption($lng['ticket']['low'], '3');
				$ticketsopen = 0;
				$opentickets_stmt = Database::prepare('SELECT COUNT(`id`) as `count` FROM `' . TABLE_PANEL_TICKETS . '`
					WHERE `customerid` = :customerid
					AND `answerto` = "0"
					AND (`status` = "0" OR `status` = "1" OR `status` = "2")'
				);
				$opentickets = Database::pexecute_first($opentickets_stmt, array("customerid" => $userinfo['customerid']));

				if (Settings::Get('ticket.concurrently_open') != -1 && Settings::Get('ticket.concurrently_open') != '') {
					$notmorethanxopentickets = strtr($lng['ticket']['notmorethanxopentickets'], array('%s' => Settings::Get('ticket.concurrently_open')));
				} else {
					$notmorethanxopentickets = '';
				}

				$ticketsopen = (int)$opentickets['count'];

				$ticket_add_data = include_once dirname(__FILE__).'/lib/formfields/customer/tickets/formfield.ticket_add.php';
				$ticket_add_form = htmlform::genHTMLForm($ticket_add_data);

				$title = $ticket_add_data['ticket_add']['title'];
				$image = $ticket_add_data['ticket_add']['image'];

				eval("echo \"" . getTemplate("tickets/tickets_new") . "\";");
			}
		} else {
			standard_error('nomoreticketsavailable');
		}
	} elseif ($action == 'answer' && $id != 0) {
		if (isset($_POST['send']) && $_POST['send'] == 'send') {
			try {
				$replyticket = ticket::getInstanceOf($userinfo, -1);
			} catch(Exception $e) {
				standard_error($e->getMessage());
			}
			$replyticket->Set('subject', validate($_POST['subject'], 'subject'), true, false);
			$replyticket->Set('priority', validate($_POST['priority'], 'priority'), true, false);
			$replyticket->Set('message', validate(str_replace("\r\n", "\n", $_POST['message']), 'message', '/^[^\0]*$/'), true, false);

			if ($replyticket->Get('message') == null) {
				standard_error(array('stringisempty', 'mymessage'));
			} else {
				$now = time();
				$replyticket->Set('customer', (int)$userinfo['customerid'], true, true);
				$replyticket->Set('lastchange', $now, true, true);
				$replyticket->Set('ip', $_SERVER['REMOTE_ADDR'], true, true);
				$replyticket->Set('status', '1', true, true);
				$replyticket->Set('answerto', (int)$id, true, false);
				$replyticket->Set('by', '0', true, true);
				$replyticket->Insert();

				// Update priority if changed
				$mainticket = ticket::getInstanceOf($userinfo, (int)$id);

				if ($replyticket->Get('priority') != $mainticket->Get('priority')) {
					$mainticket->Set('priority', $replyticket->Get('priority'), true);
				}

				$mainticket->Set('lastchange', $now);
				$mainticket->Set('lastreplier', '0');
				$mainticket->Set('status', '1');
				$mainticket->Update();
				$log->logAction(USR_ACTION, LOG_NOTICE, "answered support-ticket '" . $mainticket->Get('subject') . "'");
				$mainticket->sendMail(-1, 'new_reply_ticket_by_customer_subject', $lng['mails']['new_reply_ticket_by_customer']['subject'], 'new_reply_ticket_by_customer_mailbody', $lng['mails']['new_reply_ticket_by_customer']['mailbody']);
				redirectTo($filename, array('page' => $page, 's' => $s));
			}
		} else {
			$ticket_replies = '';
			try {
				$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			} catch(Exception $e) {
				standard_error($e->getMessage());
			}
			$dt = date("d.m.Y H:i\h", $mainticket->Get('dt'));
			$status = ticket::getStatusText($lng, $mainticket->Get('status'));

			if ($mainticket->Get('status') >= 0 && $mainticket->Get('status') <= 2) {
				$isclosed = 0;
			} else {
				$isclosed = 1;
			}

			if ($mainticket->Get('by') == '1') {
				$by = $lng['ticket']['staff'];
			} else {
				$cid = $mainticket->Get('customer');
				$usr_stmt = Database::prepare('SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
					FROM `' . TABLE_PANEL_CUSTOMERS . '`
					WHERE `customerid` = :customerid '
				);
				$usr = Database::pexecute_first($usr_stmt, array("customerid" => $cid));
				$by = getCorrectFullUserDetails($usr);
			}

			$subject = $mainticket->Get('subject');
			$message = $mainticket->Get('message');
			eval("\$ticket_replies.=\"" . getTemplate("tickets/tickets_tickets_main") . "\";");
			$result_stmt = Database::prepare('SELECT `name` FROM `' . TABLE_PANEL_TICKET_CATS . '`
				WHERE `id`= :id '
			);
			$row = Database::pexecute_first($result_stmt, array("id" => $mainticket->Get('category')));

			$andere_stmt = Database::prepare('SELECT * FROM `' . TABLE_PANEL_TICKETS . '`
				WHERE `answerto`= :answerto
				ORDER BY `lastchange` ASC'
			);
			Database::pexecute($andere_stmt, array("answerto" => $id));
			$numrows_andere = Database::num_rows();

			while ($row2 = $andere_stmt->fetch(PDO::FETCH_ASSOC)) {
				$subticket = ticket::getInstanceOf($userinfo, (int)$row2['id']);
				$lastchange = date("d.m.Y H:i\h", $subticket->Get('lastchange'));

				if ($subticket->Get('by') == '1') {
					$by = $lng['ticket']['staff'];
				} else {
					$cid = $subticket->Get('customer');
					$usr_stmt = Database::prepare('
						SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
						FROM `' . TABLE_PANEL_CUSTOMERS . '`
						WHERE `customerid` = :customerid '
					);
					$usr = Database::pexecute_first($usr_stmt, array("customerid" => $cid));
					$by = getCorrectFullUserDetails($usr);
				}

				$subject = $subticket->Get('subject');
				$message = $subticket->Get('message');

				$row2 = htmlentities_array($row2);
				eval("\$ticket_replies.=\"" . getTemplate("tickets/tickets_tickets_list") . "\";");
			}

			$priorities = makeoption($lng['ticket']['high'], '1', $mainticket->Get('priority'), true, true);
			$priorities.= makeoption($lng['ticket']['normal'], '2', $mainticket->Get('priority'), true, true);
			$priorities.= makeoption($lng['ticket']['low'], '3', $mainticket->Get('priority'), true, true);
			$subject = htmlentities($mainticket->Get('subject'));
			$ticket_replies_count = $numrows_andere + 1;

			// don't forget the main-ticket!
			$ticket_reply_data = include_once dirname(__FILE__).'/lib/formfields/customer/tickets/formfield.ticket_reply.php';
			$ticket_reply_form = htmlform::genHTMLForm($ticket_reply_data);

			$title = $ticket_reply_data['ticket_reply']['title'];
			$image = $ticket_reply_data['ticket_reply']['image'];

			eval("echo \"" . getTemplate("tickets/tickets_reply") . "\";");
		}
	} elseif ($action == 'close' && $id != 0) {
		if (isset($_POST['send']) && $_POST['send'] == 'send') {
			$now = time();
			try {
				$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			} catch(Exception $e) {
				standard_error($e->getMessage());
			}
			$mainticket->Set('lastchange', $now, true, true);
			$mainticket->Set('lastreplier', '0', true, true);
			$mainticket->Set('status', '3', true, true);
			$mainticket->Update();
			$log->logAction(USR_ACTION, LOG_NOTICE, "closed support-ticket '" . $mainticket->Get('subject') . "'");
			redirectTo($filename, array('page' => $page, 's' => $s));
		} else {
			try {
				$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			} catch(Exception $e) {
				standard_error($e->getMessage());
			}
			ask_yesno('ticket_reallyclose', $filename, array('id' => $id, 'page' => $page, 'action' => $action), $mainticket->Get('subject'));
		}
	} elseif ($action == 'reopen' && $id != 0) {
		$ticketsopen = 0;
		$opentickets_stmt = Database::prepare('SELECT COUNT(`id`) as `count` FROM `' . TABLE_PANEL_TICKETS . '`
			WHERE `customerid` = :customerid
			AND `answerto` = "0"
			AND (`status` = "0" OR `status` = "1" OR `status` = "2")'
		);
		$opentickets = Database::pexecute_first($opentickets_stmt, array("customerid" => $userinfo['customerid']));
		$ticketsopen = (int)$opentickets['count'];

		if ($ticketsopen > Settings::Get('ticket.concurrently_open') && Settings::Get('ticket.concurrently_open') != - 1 && Settings::Get('ticket.concurrently_open') != '') {
			standard_error('notmorethanxopentickets', Settings::Get('ticket.concurrently_open'));
		}

		$now = time();
		try {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
		} catch(Exception $e) {
			standard_error($e->getMessage());
		}
		$mainticket->Set('lastchange', $now, true, true);
		$mainticket->Set('lastreplier', '0', true, true);
		$mainticket->Set('status', '0', true, true);
		$mainticket->Update();
		$log->logAction(USR_ACTION, LOG_NOTICE, "reopened support-ticket '" . $mainticket->Get('subject') . "'");
		redirectTo($filename, array('page' => $page, 's' => $s));
	}
}