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ticket.php
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ticket.php
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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', './');
define('HESK_NO_ROBOTS', 1);
define('WYSIWYG', 1);
define('VALIDATOR', 1);
define('PAGE_TITLE', 'CUSTOMER_TICKET');
/* 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/view_attachment_functions.inc.php');
hesk_load_database_functions();
/* Connect to database */
hesk_dbConnect();
// Are we in maintenance mode?
hesk_check_maintenance();
hesk_session_start();
$modsForHesk_settings = mfh_getSettings();
$hesk_error_buffer = array();
$do_remember = '';
$display = 'none';
/* A message from ticket reminder? */
if ( ! empty($_GET['remind']) )
{
$display = 'block';
print_form();
}
// Do we have parameters in query string? If yes, store them in session and redirect
if ( isset($_GET['track']) || isset($_GET['e']) || isset($_GET['f']) || isset($_GET['r']) )
{
$_SESSION['t_track'] = hesk_GET('track');
$_SESSION['t_email'] = hesk_getCustomerEmail(1);
$_SESSION['t_form'] = hesk_GET('f');
$_SESSION['t_remember'] = strlen($do_remember) ? 'Y' : hesk_GET('r');
header('Location: ticket.php');
die();
}
/* Was this accessed by the form or link? */
$is_form = hesk_SESSION('t_form');
/* Get the tracking ID */
$trackingID = hesk_cleanID('', hesk_SESSION('t_track'));
/* Email required to view ticket? */
$my_email = hesk_getCustomerEmail(1, 't_email');
/* Remember email address? */
$do_remember = strlen($do_remember) || strlen(hesk_SESSION('t_remember')) ? ' checked="checked" ' : '';
/* Clean ticket parameters from the session data, we don't need them anymore */
hesk_cleanSessionVars( array('t_track', 't_email', 't_form', 't_remember') );
/* Any errors? Show the form */
if ($is_form) {
if (empty($trackingID)) {
$hesk_error_buffer[] = $hesklang['eytid'];
}
if ($hesk_settings['email_view_ticket'] && empty($my_email)) {
$hesk_error_buffer[] = $hesklang['enter_valid_email'];
}
$tmp = count($hesk_error_buffer);
if ($tmp == 1) {
$hesk_error_buffer = implode('', $hesk_error_buffer);
hesk_process_messages($hesk_error_buffer, 'NOREDIRECT');
print_form();
} elseif ($tmp == 2) {
$hesk_error_buffer = $hesklang['pcer'] . '<br /><br /><ul><li>' . $hesk_error_buffer[0] . '</li><li>' . $hesk_error_buffer[1] . '</li></ul>';
hesk_process_messages($hesk_error_buffer, 'NOREDIRECT');
print_form();
}
} elseif (empty($trackingID) || ($hesk_settings['email_view_ticket'] && empty($my_email))) {
print_form();
}
/* Limit brute force attempts */
hesk_limitBfAttempts();
require_once(HESK_PATH . 'inc/custom_fields.inc.php');
/* Get ticket info */
$res = hesk_dbQuery("SELECT `t1`.* , `t2`.name AS `repliername`, `ticketStatus`.`IsClosed` AS `isClosed`, `ticketStatus`.`Key` AS `statusKey` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` AS `t1` INNER JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` AS `ticketStatus` ON `t1`.`status` = `ticketStatus`.`ID` LEFT JOIN `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` AS `t2` ON `t1`.`replierid` = `t2`.`id` WHERE `trackid`='" . hesk_dbEscape($trackingID) . "' LIMIT 1");
/* Ticket found? */
if (hesk_dbNumRows($res) != 1) {
/* Ticket not found, perhaps it was merged with another ticket? */
$res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `merged` LIKE '%#" . hesk_dbEscape($trackingID) . "#%' LIMIT 1");
if (hesk_dbNumRows($res) == 1) {
/* OK, found in a merged ticket. Get info */
$ticket = hesk_dbFetchAssoc($res);
/* If we require e-mail to view tickets check if it matches the one from merged ticket */
if (hesk_verifyEmailMatch($ticket['trackid'], $my_email, $ticket['email'], 0)) {
hesk_process_messages(sprintf($hesklang['tme'], $trackingID, $ticket['trackid']), 'NOREDIRECT', 'NOTICE');
$trackingID = $ticket['trackid'];
} else {
hesk_process_messages(sprintf($hesklang['tme1'], $trackingID, $ticket['trackid']) . '<br /><br />' . sprintf($hesklang['tme2'], $ticket['trackid']), 'NOREDIRECT', 'NOTICE');
$trackingID = $ticket['trackid'];
print_form();
}
} else {
/* Nothing found, error out */
hesk_process_messages($hesklang['ticket_not_found'], 'NOREDIRECT');
print_form();
}
} else {
/* We have a match, get ticket info */
$ticket = hesk_dbFetchAssoc($res);
/* If we require e-mail to view tickets check if it matches the one in database */
hesk_verifyEmailMatch($trackingID, $my_email, $ticket['email']);
}
/* Ticket exists, clean brute force attempts */
hesk_cleanBfAttempts();
/* Remember email address? */
if ($is_form) {
if ( strlen($do_remember) ) {
hesk_setcookie('hesk_myemail', $my_email, strtotime('+1 year'));
} elseif (isset($_COOKIE['hesk_myemail'])) {
hesk_setcookie('hesk_myemail', '');
}
}
/* Set last replier name */
if ($ticket['lastreplier']) {
if (empty($ticket['repliername'])) {
$ticket['repliername'] = $hesklang['staff'];
}
} else {
$ticket['repliername'] = $ticket['name'];
}
// If IP is unknown (tickets via email pipe/pop3 fetching) assume current visitor IP as customer IP
if ($ticket['ip'] == 'Unknown' || $ticket['ip'] == $hesklang['unknown']) {
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `ip` = '" . hesk_dbEscape($_SERVER['REMOTE_ADDR']) . "' WHERE `id`=" . intval($ticket['id']));
}
/* Get category name and ID */
$result = hesk_dbQuery("SELECT `name` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "categories` WHERE `id`='" . intval($ticket['category']) . "' LIMIT 1");
/* If this category has been deleted use the default category with ID 1 */
if (hesk_dbNumRows($result) != 1) {
$result = hesk_dbQuery("SELECT `name` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "categories` WHERE `id`='1' LIMIT 1");
}
$category = hesk_dbFetchAssoc($result);
/* Get replies */
$result = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto`='" . intval($ticket['id']) . "' ORDER BY `id` " . ($hesk_settings['new_top'] ? 'DESC' : 'ASC'));
$replies = hesk_dbNumRows($result);
$unread_replies = array();
// Demo mode
if (defined('HESK_DEMO')) {
$ticket['email'] = 'hidden@demo.com';
}
/* Print header */
require_once(HESK_PATH . 'inc/header.inc.php');
?>
<ol class="breadcrumb">
<li><a href="<?php echo $hesk_settings['site_url']; ?>"><?php echo $hesk_settings['site_title']; ?></a></li>
<li><a href="<?php echo $hesk_settings['hesk_url']; ?>"><?php echo $hesk_settings['hesk_title']; ?></a></li>
<li><a href="ticket.php"><?php echo $hesklang['view_ticket_nav']; ?></a></li>
<li class="active"><?php hesk_showTopBar($hesklang['cid'] . ': ' . $trackingID); ?></li>
</ol>
<?php
$columnWidth = 'col-md-8';
$showRs = hesk_dbQuery("SELECT `show` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "quick_help_sections` WHERE `id` = 3");
$show = hesk_dbFetchAssoc($showRs);
if (!$show['show']) {
$columnWidth = 'col-md-10 col-md-offset-1';
}
?>
<div class="row">
<?php if ($columnWidth == 'col-md-8'): ?>
<div align="left" class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading"><?php echo $hesklang['quick_help']; ?></div>
<div class="panel-body">
<p><?php echo $hesklang['quick_help_ticket']; ?></p>
</div>
</div>
</div>
<?php endif; ?>
<div class="<?php echo $columnWidth; ?>">
<?php
/* This will handle error, success and notice messages */
hesk_handle_messages();
/*
* If the ticket has been reopened by customer:
* - show the "Add a reply" form on top
* - and ask them why the form has been reopened
*/
if (isset($_SESSION['force_form_top'])) {
hesk_printCustomerReplyForm(1);
echo ' <p> </p> ';
unset($_SESSION['force_form_top']);
}
?>
<h3 align="left"><?php echo $hesklang['view_ticket']; ?>: <?php
if ($hesk_settings['sequential']) {
echo $trackingID . ' (' . $hesklang['seqid'] . ': ' . $ticket['id'] . ')';
} else {
echo $trackingID;
}
?></h3>
<div class="footerWithBorder"></div>
<div class="blankSpace"></div>
<div class="table-bordered">
<div class="row">
<div class="col-md-10">
<h2><?php echo $ticket['subject']; ?></h2>
</div>
<div class="col-md-2 pull-right pad-down-20">
<a href="ticket.php?track=<?php echo $trackingID.$hesk_settings['e_query']; ?>">
<i class="fa fa-refresh"></i>
<?php echo $hesklang['refresh_page']; ?>
</a>
</div>
</div>
<div class="row">
<div class="col-md-3 col-sm-12">
<p><?php echo $hesklang['created_on']; ?>: <?php echo hesk_date($ticket['dt'], true); ?></p>
</div>
<div class="col-md-3 col-sm-12">
<p><?php echo $hesklang['last_update']; ?>
: <?php echo hesk_date($ticket['lastchange'], true); ?></p>
</div>
<div class="col-md-2 col-md-offset-4 col-sm-12 close-ticket">
<p><?php
$statusRS = hesk_dbQuery('SELECT * FROM `' . hesk_dbEscape($hesk_settings['db_pfix']) . 'statuses` WHERE `ID` = ' . intval($ticket['status']));
$status = hesk_dbFetchAssoc($statusRS);
$isClosable = $status['Closable'] == 'yes' || $status['Closable'] == 'conly';
$random = rand(10000, 99999);
if (!$ticket['locked']) {
if ($ticket['isClosed'] == true && $hesk_settings['custopen']) {
echo '<a href="change_status.php?track=' . $trackingID . $hesk_settings['e_query'] . '&s=2&Refresh=' . $random . '&token=' . hesk_token_echo(0) . '" title="' . $hesklang['open_action'] . '">' . $hesklang['open_action'] . '</a>';
} elseif ($hesk_settings['custclose'] && $isClosable) {
echo '<a href="change_status.php?track=' . $trackingID . $hesk_settings['e_query'] . '&s=3&Refresh=' . $random . '&token=' . hesk_token_echo(0) . '" title="' . $hesklang['close_action'] . '">' . $hesklang['close_action'] . '</a>';
}
}
?>
</p>
</div>
</div>
<div class="row medLowPriority">
<?php //This entire conditional is all just for priority
if ($hesk_settings['cust_urgency']) {
$repliesColumnWidth = 2;
echo '<div class="col-md-2 col-sm-12 ticket-cell ';
if ($ticket['priority'] == 0) {
echo 'criticalPriority">';
} elseif ($ticket['priority'] == 1) {
echo 'highPriority">';
} else {
echo 'medLowPriority">';
}
echo '<p class="ticketPropertyTitle">' . $hesklang['priority'] . '</p>';
if ($ticket['priority'] == 0) {
echo '<p class="ticketPropertyText">' . $hesklang['critical'] . '</p>';
} elseif ($ticket['priority'] == 1) {
echo '<p class="ticketPropertyText">' . $hesklang['high'] . '</p>';
} elseif ($ticket['priority'] == 2) {
echo '<p class="ticketPropertyText">' . $hesklang['medium'] . '</p>';
} else {
echo '<p class="ticketPropertyText">' . $hesklang['low'] . '</p>';
}
echo '</div>';
} else {
$repliesColumnWidth = 3;
}
echo '<div class="col-md-3 col-sm-12 ticket-cell"><p class="ticketPropertyTitle">' . $hesklang['status'] . '</p>';
echo '<p class="ticketPropertyText">' . mfh_getDisplayTextForStatusId($status['ID']) . '</p>';
echo '</div>';
echo '<div class="col-md-3 col-sm-12 ticket-cell"><p class="ticketPropertyTitle">' . $hesklang['last_replier'] . '</p>
<p class="ticketPropertyText">' . $ticket['repliername'] . '</p></div>';
echo '<div class="col-md-' . $repliesColumnWidth . ' col-sm-12 ticket-cell"><p class="ticketPropertyTitle">' . $hesklang['category'] . '</p>
<p class="ticketPropertyText">' . $category['name'] . '</p></div>';
echo '<div class="col-md-' . $repliesColumnWidth . ' col-sm-12 ticket-cell"><p class="ticketPropertyTitle">' . $hesklang['replies'] . '</p>
<p class="ticketPropertyText">' . $replies . '</p></div>';
?>
</div>
</div>
<div class="blankSpace"></div>
<!-- REPLIES -->
<?php
if ($hesk_settings['new_top']) {
$i = hesk_printCustomerTicketReplies() ? 0 : 1;
} else {
$i = 1;
}
/* Make sure original message is in correct color if newest are on top */
$color = 'class="ticketMessageContainer"';
?>
<div class="row ticketMessageContainer">
<div class="col-md-3 col-xs-12">
<div class="ticketName"><?php echo $ticket['name']; ?></div>
<?php if ($ticket['email'] != '') { ?>
<div class="ticketEmail"><a href="mailto:<?php echo $ticket['email']; ?>"><?php echo $ticket['email']; ?></a></div>
<?php } ?>
</div>
<div class="col-md-9 col-xs-12 pushMarginLeft">
<div class="ticketMessageTop withBorder">
<!-- Date and Action buttons -->
<p><?php echo $hesklang['date']; ?>: <?php echo hesk_date($ticket['dt'], true); ?><span
class="nu-floatRight"><?php echo hesk_getCustomerButtons($i); ?></span></p>
<!-- Custom Fields Before Message -->
<?php
foreach ($hesk_settings['custom_fields'] as $k => $v) {
if ($v['use'] == 1 && $v['place'] == 0 && hesk_is_custom_field_in_category($k, $ticket['category'])) {
echo '<p>' . $v['name'] . ': ';
switch ($v['type'])
{
case 'email':
$ticket[$k] = '<a href="mailto:'.$ticket[$k].'">'.$ticket[$k].'</a>';
break;
case 'date':
$ticket[$k] = hesk_custom_date_display_format($ticket[$k], $v['value']['date_format']);
break;
}
echo $ticket[$k].'</p>';
}
}
?>
</div>
<div class="ticketMessageBottom">
<?php if ($ticket['message'] != '') { ?>
<!-- Message -->
<p><b><?php echo $hesklang['message']; ?>:</b></p>
<div class="message">
<?php if ($ticket['html']) {
echo hesk_html_entity_decode($ticket['message']);
} else {
echo $ticket['message'];
}
?>
</div>
<?php } ?>
</div>
<div class="ticketMessageTop">
<!-- Custom Fields after Message -->
<?php
foreach ($hesk_settings['custom_fields'] as $k => $v) {
if ($v['use'] == 1 && $v['place'] && hesk_is_custom_field_in_category($k, $ticket['category'])) {
echo '<p>' . $v['name'] . ': ';
switch ($v['type'])
{
case 'email':
$ticket[$k] = '<a href="mailto:'.$ticket[$k].'">'.$ticket[$k].'</a>';
break;
case 'date':
$ticket[$k] = hesk_custom_date_display_format($ticket[$k], $v['value']['date_format']);
break;
}
echo $ticket[$k].'</p>';
}
}
/* Attachments */
mfh_listAttachments($ticket['attachments'], $i, false);
?>
</div>
</div>
</div>
<?php
if (!$hesk_settings['new_top']) {
hesk_printCustomerTicketReplies();
}
?>
<!-- END REPLIES -->
<?php
// Print "Submit a reply" form?
if ($ticket['locked'] != 1 && $ticket['status'] != 3 && $hesk_settings['reply_top'] == 1) {
hesk_printCustomerReplyForm();
}
?>
<?php
/* Print "Submit a reply" form? */
if ($ticket['locked'] != 1 && $ticket['status'] != 3 && !$hesk_settings['reply_top']) {
hesk_printCustomerReplyForm();
}
/* If needed update unread replies as read for staff to know */
if (count($unread_replies)) {
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` SET `read` = '1' WHERE `id` IN ('" . implode("','", $unread_replies) . "')");
}
?>
</div>
<!-- End col-md-7 -->
</div> <!-- End row -->
<?php
/* Clear unneeded session variables */
hesk_cleanSessionVars('ticket_message');
require_once(HESK_PATH . 'inc/footer.inc.php');
/*** START FUNCTIONS ***/
function print_form()
{
global $hesk_settings, $hesklang;
global $hesk_error_buffer, $my_email, $trackingID, $do_remember, $display;
/* Print header */
$hesk_settings['tmp_title'] = $hesk_settings['hesk_title'] . ' - ' . $hesklang['view_ticket'];
require_once(HESK_PATH . 'inc/header.inc.php');
?>
<ol class="breadcrumb">
<li><a href="<?php echo $hesk_settings['site_url']; ?>"><?php echo $hesk_settings['site_title']; ?></a></li>
<li><a href="<?php echo $hesk_settings['hesk_url']; ?>"><?php echo $hesk_settings['hesk_title']; ?></a></li>
<li class="active"><?php echo $hesklang['view_ticket_nav']; ?></li>
</ol>
<?php
hesk_dbConnect();
$columnWidth = 'col-md-8';
$showRs = hesk_dbQuery("SELECT `show` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "quick_help_sections` WHERE `id` = 2");
$show = hesk_dbFetchAssoc($showRs);
if (!$show['show']) {
$columnWidth = 'col-md-10 col-md-offset-1';
}
?>
<div class="row">
<?php if ($columnWidth == 'col-md-8'): ?>
<div align="left" class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<?php echo $hesklang['quick_help']; ?>
</div>
<div class="panel-body">
<p><?php echo $hesklang['quick_help_view_ticket']; ?></p>
</div>
</div>
</div>
<?php endif; ?>
<div class="<?php echo $columnWidth; ?>">
<?php
/* This will handle error, success and notice messages */
hesk_handle_messages();
?>
<h3 align="left"><?php echo $hesklang['view_existing']; ?></h3>
<div class="footerWithBorder"></div>
<div class="blankSpace"></div>
<form data-toggle="validator" action="ticket.php" class="form-horizontal" role="form" method="get" name="form2">
<div class="form-group">
<label for="track" class="col-sm-3 control-label"><?php echo $hesklang['ticket_trackID']; ?></label>
<div class="col-sm-9">
<input type="text" class="form-control" name="track" id="track" maxlength="20" size="35"
value="<?php echo $trackingID; ?>"
placeholder="<?php echo htmlspecialchars($hesklang['ticket_trackID']); ?>"
data-error="<?php echo htmlspecialchars($hesklang['eytid']); ?>" required>
<div class="help-block with-errors"></div>
</div>
</div>
<?php
$tmp = '';
if ($hesk_settings['email_view_ticket']) {
$tmp = 'document.form1.email.value=document.form2.e.value;';
?>
<div class="form-group">
<label for="e" class="col-sm-3 control-label"><?php echo $hesklang['email']; ?></label>
<div class="col-sm-9">
<input type="text" class="form-control" id="e" name="e" size="35"
value="<?php echo $my_email; ?>"
placeholder="<?php echo htmlspecialchars($hesklang['email']); ?>"
data-error="<?php echo htmlspecialchars($hesklang['enter_valid_email']); ?>" required>
<div class="help-block with-errors"></div>
</div>
</div>
<div align="left" class="form-group">
<div class="col-sm-offset-3 col-sm-9">
<div class="checkbox">
<label>
<input type="checkbox" name="r"
value="Y" <?php echo $do_remember; ?> /> <?php echo $hesklang['rem_email']; ?>
</label>
</div>
</div>
</div>
<?php } ?>
<div align="left" class="form-group">
<div class="col-sm-offset-3 col-sm-9">
<button type="submit" class="btn btn-default"
value="<?php echo $hesklang['view_ticket']; ?>"><?php echo $hesklang['view_ticket']; ?></button>
<input type="hidden" name="Refresh" value="<?php echo rand(10000, 99999); ?>"><input
type="hidden" name="f" value="1">
<div class="blankSpace"></div>
<a href="Javascript:void(0)"
onclick="javascript:hesk_toggleLayerDisplay('forgot');<?php echo $tmp; ?>"><?php echo $hesklang['forgot_tid']; ?></a>
</div>
</div>
</form>
<div align="left" id="forgot" class="alert alert-info" style="display: <?php echo $display; ?>;">
<p><?php echo $hesklang['tid_mail']; ?></p>
<div class="blankSpace"></div>
<form data-toggle="validator" action="index.php" method="post" class="form-horizontal" name="form1">
<div class="form-group">
<label for="email" class="col-sm-3 control-label"><?php echo $hesklang['email']; ?></label>
<div class="col-sm-9">
<input type="text" id="email" class="form-control" name="email" size="35"
value="<?php echo $my_email; ?>"
placeholder="<?php echo htmlspecialchars($hesklang['email']); ?>"
data-error="<?php echo htmlspecialchars($hesklang['enter_valid_email']); ?>" required>
<div class="help-block with-errors"></div>
<input type="hidden" name="a" value="forgot_tid"/>
</div>
</div>
<div class="form-group">
<div class="col-sm-9 col-sm-offset-3">
<div class="radio">
<label>
<input type="radio" name="open_only"
value="1" <?php echo $hesk_settings['open_only'] ? 'checked="checked"' : ''; ?> /><?php echo $hesklang['oon1']; ?>
</label>
</div>
<div class="radio">
<label>
<input type="radio" name="open_only"
value="0" <?php echo !$hesk_settings['open_only'] ? 'checked="checked"' : ''; ?> /><?php echo $hesklang['oon2']; ?>
</label>
</div>
</div>
</div>
<div class="form-group">
<div class="col-sm-offset-3 col-sm-9">
<button type="submit" class="btn btn-default"
value="<?php echo $hesklang['tid_send']; ?>"><?php echo $hesklang['tid_send']; ?></button>
</div>
</div>
</form>
</div>
</div>
</div>
<?php
require_once(HESK_PATH . 'inc/footer.inc.php');
exit();
} // End print_form()
function hesk_printCustomerReplyForm($reopen = 0)
{
global $hesklang, $hesk_settings, $trackingID, $my_email, $modsForHesk_settings;
// Already printed?
if (defined('REPLY_FORM')) {
return '';
}
?>
<h3 class="text-left"><?php echo $hesklang['add_reply']; ?></h3>
<div class="footerWithBorder"></div>
<div class="blankSpace"></div>
<?php
$onsubmit = '';
if ($modsForHesk_settings['rich_text_for_tickets_for_customers']) {
$onsubmit = 'onclick="return validateRichText(\'message-help-block\', \'message-group\', \'message\', \''.htmlspecialchars($hesklang['this_field_is_required']).'\')"';
}
?>
<form data-toggle="validator" role="form" class="form-horizontal" method="post" action="reply_ticket.php"
enctype="multipart/form-data" <?php echo $onsubmit; ?>>
<div class="form-group" id="message-group">
<label for="message" class="col-sm-3 control-label"><?php echo $hesklang['message']; ?>: <span
class="important">*</span></label>
<div class="col-sm-9">
<textarea name="message" class="form-control htmlEditor" rows="12"
cols="60" data-error="<?php echo htmlspecialchars($hesklang['enter_message']); ?>" required><?php if (isset($_SESSION['ticket_message'])) {
echo stripslashes(hesk_input($_SESSION['ticket_message']));
} ?></textarea>
<div class="help-block with-errors" id="message-help-block"></div>
<?php if ($modsForHesk_settings['rich_text_for_tickets_for_customers']): ?>
<script type="text/javascript">
/* <![CDATA[ */
tinyMCE.init({
mode: "textareas",
editor_selector: "htmlEditor",
elements: "content",
theme: "advanced",
convert_urls: false,
theme_advanced_buttons1: "cut,copy,paste,|,undo,redo,|,formatselect,fontselect,fontsizeselect,|,bold,italic,underline,strikethrough,|,justifyleft,justifycenter,justifyright,justifyfull",
theme_advanced_buttons2: "sub,sup,|,charmap,|,bullist,numlist,|,outdent,indent,insertdate,inserttime,preview,|,forecolor,backcolor,|,hr,removeformat,visualaid,|,link,unlink,anchor,image,cleanup",
theme_advanced_buttons3: "",
theme_advanced_toolbar_location: "top",
theme_advanced_toolbar_align: "left",
theme_advanced_statusbar_location: "bottom",
theme_advanced_resizing: true
});
/* ]]> */
</script>
<?php endif; ?>
</div>
</div>
<?php
/* attachments */
if ($hesk_settings['attachments']['use']) {
?>
<div class="form-group">
<label for="attachments" class="col-sm-3 control-label"><?php echo $hesklang['attachments']; ?>
:</label>
<div align="left" class="col-sm-9">
<?php build_dropzone_markup(); ?>
</div>
</div>
<?php
display_dropzone_field($hesk_settings['hesk_url'] . '/internal-api/ticket/upload-attachment.php');
}
?>
<input type="hidden" name="token" value="<?php hesk_token_echo(); ?>"/>
<input type="hidden" name="orig_track" value="<?php echo $trackingID; ?>"/>
<?php
if ($hesk_settings['email_view_ticket']) {
echo '<input type="hidden" name="e" value="' . $my_email . '" />';
}
if ($reopen) {
echo '<input type="hidden" name="reopen" value="1" />';
}
?>
<div class="form-group">
<div class="col-sm-9 col-sm-offset-3">
<input type="submit" value="<?php echo $hesklang['submit_reply']; ?>" class="btn btn-default">
</div>
</div>
</form>
<?php
// Make sure the form is only printed once per page
define('REPLY_FORM', true);
} // End hesk_printCustomerReplyForm()
function hesk_printCustomerTicketReplies()
{
global $hesklang, $hesk_settings, $result, $reply, $trackingID, $unread_replies;
$i = $hesk_settings['new_top'] ? 0 : 1;
while ($reply = hesk_dbFetchAssoc($result)) {
$color = 'class="ticketMessageContainer"';
/* Store unread reply IDs for later */
if ($reply['staffid'] && !$reply['read']) {
$unread_replies[] = $reply['id'];
}
$reply['dt'] = hesk_date($reply['dt'], true);
?>
<div class="row ticketMessageContainer">
<div class="col-md-3 col-xs-12">
<div class="ticketName"><?php echo $reply['name']; ?></div>
</div>
<div class="col-md-9 col-xs-12 pushMarginLeft">
<div class="ticketMessageTop withBorder">
<p><?php echo $hesklang['date']; ?>: <?php echo $reply['dt']; ?><span
style="float: right;"><?php echo hesk_getCustomerButtons($i); ?></span></p>
<?php
/* Staff rating */
if ($hesk_settings['rating'] && $reply['staffid']) {
if ($reply['rating'] == 1) {
echo '<p class="rate">' . $hesklang['rnh'] . '</p>';
} elseif ($reply['rating'] == 5) {
echo '<p class="rate">' . $hesklang['rh'] . '</p>';
} else {
echo '
<div id="rating' . $reply['id'] . '" class="rate">
' . $hesklang['r'] . '
<a href="Javascript:void(0)" onclick="Javascript:hesk_rate(\'rate.php?rating=5&id=' . $reply['id'] . '&track=' . $trackingID . '\',\'rating' . $reply['id'] . '\')">' . strtolower($hesklang['yes']) . '</a> /
<a href="Javascript:void(0)" onclick="Javascript:hesk_rate(\'rate.php?rating=1&id=' . $reply['id'] . '&track=' . $trackingID . '\',\'rating' . $reply['id'] . '\')">' . strtolower($hesklang['no']) . '</a>
</div>
';
}
}
?>
</div>
<div class="ticketMessageBottom">
<!-- Message -->
<p><b><?php echo $hesklang['message']; ?>:</b></p>
<div class="message">
<?php
if ($reply['html']) {
echo hesk_html_entity_decode($reply['message']);
} else {
echo $reply['message'];
}
?>
</div>
</div>
<div class="ticketMessageTop">
<?php mfh_listAttachments($reply['attachments'], $i, false); ?>
</div>
</div>
</div>
<?php
}
return $i;
} // End hesk_printCustomerTicketReplies()
function hesk_getCustomerButtons($white = 1)
{
global $hesk_settings, $hesklang, $trackingID;
$options = '';
/* Style and mousover/mousout */
$tmp = $white ? 'White' : 'Blue';
$style = 'class="option' . $tmp . 'OFF" onmouseover="this.className=\'option' . $tmp . 'ON\'" onmouseout="this.className=\'option' . $tmp . 'OFF\'"';
/* Print ticket button */
$options .= '<a href="print.php?track=' . $trackingID . $hesk_settings['e_query'] . '" title="' . $hesklang['printer_friendly'] . '"><span class="glyphicon glyphicon-print"></span> ' . $hesklang['printer_friendly'] . ' </a> ';
/* Return generated HTML */
return $options;
} // END hesk_getCustomerButtons()
?>