change_status.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));
$oldStatus = $status;

$locked = 0;

// Connect to database
hesk_dbConnect();

// Get the close status. It'll be used later on
$statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsClosedByClient` = 1');
$statusRow = hesk_dbFetchAssoc($statusRes);
$closedStatus = $statusRow['ID'];

if ($status == 3) // Closed
{
    // Is customer closing tickets enabled?
    if (!$hesk_settings['custclose']) {
        hesk_error($hesklang['attempt']);
    }
    $status = $closedStatus;
    $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']);
    }

    //-- They want to close the ticket, so get the status that is the default for client-side closes
    $statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsDefaultStaffReplyStatus` = 1');
    $statusRow = hesk_dbFetchAssoc($statusRes);
    $status = $statusRow['ID'];

    $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 ($oldStatus == 2) {
    // If ticket has no staff replies set the status to "New"
    if ($ticket['staffreplies'] < 1) {
        $statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsNewTicketStatus` = 1');
        $statusRow = hesk_dbFetchAssoc($statusRes);
        $status = $statusRow['ID'];
    } // If last reply was by customer set status to "Waiting reply from staff"
    elseif ($ticket['lastreplier'] == 0) {
        $statusRes = hesk_dbQuery('SELECT `ID` FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `IsCustomerReplyStatus` = 1');
        $statusRow = hesk_dbFetchAssoc($statusRes);
        $status = $statusRow['ID'];
    }
    // 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 != $closedStatus) {
    hesk_process_messages($hesklang['wrepo'],'ticket.php','NOTICE');
} else {
    hesk_process_messages($hesklang['your_ticket_been'].' '.$action,'ticket.php','SUCCESS');
}