ifthd->member['acp']['manage_ticket'] )
{
$this->ifthd->skin->error('no_perm');
}
$this->ifthd->skin->set_section( 'Ticket Control' );
$this->ifthd->skin->set_description( 'Manage your tickets, departments, custom department fields and canned replies.' );
if ( $this->ifthd->input['act'] == 'reply' )
{
switch( $this->ifthd->input['code'] )
{
case 'edit':
$this->edit_reply();
break;
case 'doedit':
$this->do_reply_edit();
break;
case 'dodelete':
$this->do_reply_delete();
break;
default:
$this->list_tickets();
break;
}
}
else
{
switch( $this->ifthd->input['code'] )
{
case 'list':
$this->list_tickets();
break;
case 'view':
$this->view_ticket();
break;
case 'add':
$this->add_ticket();
break;
case 'edit':
$this->edit_ticket();
break;
case 'assign':
$this->assign_ticket();
break;
case 'attachment':
$this->download_attachment();
break;
case 'close':
$this->ticket_action('close');
break;
case 'hold':
$this->ticket_action('hold');
break;
case 'escalate':
$this->ticket_action('escalate');
break;
case 'delete':
$this->ticket_action('delete');
break;
case 'reopen':
$this->ticket_action('reopen');
break;
case 'move':
$this->ticket_action('move');
break;
case 'reply':
$this->submit_reply();
break;
case 'notes':
$this->notes_save();
break;
case 'multi':
$this->do_multi();
break;
case 'doedit':
$this->do_edit_ticket();
break;
default:
$this->list_tickets();
break;
}
}
}
#=======================================
# @ Generate Link
# Generates link for list tickets.
#=======================================
function generate_link( $key='', $value='', $append='' )
{
$link = '/admin.php?section=manage&act=tickets&code=list';
if ( $this->ifthd->input['status'] ) $status = $this->ifthd->input['status'];
if ( $this->ifthd->input['depart'] ) $depart = $this->ifthd->input['depart'];
if ( $this->ifthd->input['sort'] ) $sort = $this->ifthd->input['sort'];
if ( $this->ifthd->input['order'] ) $order = $this->ifthd->input['order'];
if ( $this->ifthd->input['mid'] ) $mid = $this->ifthd->input['mid'];
if ( $this->ifthd->input['search'] ) $search = $this->ifthd->input['search'];
if ( $this->ifthd->input['field'] ) $field = $this->ifthd->input['field'];
if ( $this->ifthd->input['my'] ) $my = $this->ifthd->input['my'];
if( $key ) $$key = $value;
if ( $status ) $link .= '&status='. $status;
if ( $depart ) $link .= '&depart='. $depart;
if ( $sort ) $link .= '&sort='. $sort;
if ( $order ) $link .= '&order='. $order;
if ( $mid ) $link .= '&mid='. $mid;
if ( $search ) $link .= '&search='. $search;
if ( $field ) $link .= '&field='. $field;
if ( $my ) $link .= '&my='. $my;
if ( $append ) $link .= $append;
return $link;
}
#=======================================
# @ List Tickets
# Show a list of tickets. :)
#=======================================
function list_tickets($error='')
{
#=============================
# Filter Options
#=============================
$sql_where = array();
$filters = array();
if ( $this->ifthd->input['status'] && $this->ifthd->input['status'] != 'all' && $this->ifthd->input['status'] != 'nclosed' )
{
$filters[] = array( 'status', '=', $this->ifthd->input['status'] );
}
elseif( ! $this->ifthd->input['status'] || $this->ifthd->input['status'] == 'nclosed' )
{
#$filters[] = array( 'status', '!=', 4 );
#$filters[] = array( 'status', '!=', 6, 'and' );
$filters[] = array( 'status', '!=', 6 );
}
if ( $this->ifthd->input['depart'] )
{
$filters[] = array( 'did', '=', $this->ifthd->input['depart'] );
}
if ( $this->ifthd->input['mid'] )
{
$this->ifthd->core->db->construct( array(
'select' => array( 'id', 'name' ),
'from' => 'members',
'where' => array( 'id', '=', intval( $this->ifthd->input['mid'] ) ),
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_member');
}
$midm = $this->ifthd->core->db->fetch_row();
$filters[] = array( 'mid', '=', $this->ifthd->input['mid'] );
$mid_box = "";
}
if ( $this->ifthd->input['search'] )
{
if ( ! $this->ifthd->input['field'] ) $this->ifthd->input['field'] = 'subject';
$filters[] = array( $this->ifthd->input['field'], 'like', $this->ifthd->input['search'] );
}
if ( $this->ifthd->input['my'] )
{
$filters[] = array( 'amid', '=', $this->ifthd->member['id'] );
}
#=============================
# Department Security
#=============================
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$filters[] = array( 'did', 'in', $rev_perms );
}
#=============================
# Sorting Options
#=============================
if ( $this->ifthd->input['sort'] )
{
$sort = $this->ifthd->input['sort'];
}
else
{
$sort = 'date';
}
$order_var = "order_". $sort;
$img_var = "img_". $sort;
if ( $this->ifthd->input['order'] )
{
$order = strtoupper( $this->ifthd->input['order'] );
}
elseif ( $sort == 'date' )
{
$order = 'DESC';
}
if ( $order == 'DESC' )
{
$$order_var = "&order=asc";
$$img_var = " 
";
}
else
{
$$order_var = "&order=desc";
$$img_var = " 
";
}
( $sort == 'id' ) ? ( $order == 'DESC' ) ? $raw_link_id = $this->generate_link( 'order', 'asc' ) : $raw_link_id = $this->generate_link( 'order', 'desc' ) : $raw_link_id = $this->generate_link( 'sort', 'id' );
( $sort == 'subject' ) ? ( $order == 'DESC' ) ? $raw_link_subject = $this->generate_link( 'order', 'asc' ) : $raw_link_subject = $this->generate_link( 'order', 'desc' ) : $raw_link_subject = $this->generate_link( 'sort', 'subject' );
( $sort == 'priority' ) ? ( $order == 'DESC' ) ? $raw_link_priority = $this->generate_link( 'order', 'asc' ) : $raw_link_priority = $this->generate_link( 'order', 'desc' ) : $raw_link_priority = $this->generate_link( 'sort', 'priority' );
( $sort == 'dname' ) ? ( $order == 'DESC' ) ? $raw_link_dname = $this->generate_link( 'order', 'asc' ) : $raw_link_dname = $this->generate_link( 'order', 'desc' ) : $raw_link_dname = $this->generate_link( 'sort', 'dname' );
( $sort == 'date' ) ? ( $order == 'DESC' ) ? $raw_link_date = $this->generate_link( 'order', 'asc' ) : $raw_link_date = $this->generate_link( 'order', 'desc' ) : $raw_link_date = $this->generate_link( 'sort', 'date' );
( $sort == 'status' ) ? ( $order == 'DESC' ) ? $raw_link_status = $this->generate_link( 'order', 'asc' ) : $raw_link_status = $this->generate_link( 'order', 'desc' ) : $raw_link_status = $this->generate_link( 'sort', 'status' );
$link_id = "ID". $img_id ."";
$link_subject = "Subject". $img_subject ."";
$link_priority = "Priority". $img_priority ."";
$link_dname = "Department". $img_dname ."";
$link_date = "Submitted". $img_date ."";
$link_status = "Status". $img_status ."";
#=============================
# Grab Tickets
#=============================
// Combine Filters
$filter_count = 0;
while( list( , $fdata ) = each( $filters ) )
{
if ( $filter_count )
{
$fdata[] = 'and';
}
$sql_where[] = $fdata;
$filter_count ++;
}
if ( $this->ifthd->input['st'] )
{
$start = $this->ifthd->input['st'];
}
else
{
$start = 0;
}
$db_array = array(
'select' => array( 'id' ),
'from' => 'tickets',
'order' => array( $sort => $order ),
);
if ( $sql_where )
{
$db_array['where'] = $sql_where;
}
$this->ifthd->core->db->construct( $db_array );
$this->ifthd->core->db->execute();
$ticket_count = $this->ifthd->core->db->get_num_rows();
$db_array = array(
'select' => 'all',
'from' => 'tickets',
'order' => array( $sort => $order ),
'limit' => array( $start, 20 ),
);
if ( $sql_where )
{
$db_array['where'] = $sql_where;
}
$this->ifthd->core->db->construct( $db_array );
$this->ifthd->core->db->execute();
$ticket_rows = ""; // Initialize for Security
$row_count = 0; // Initialize for Security
if ( $this->ifthd->core->db->get_num_rows() )
{
$tickets = array(); // Initialize for Security
while( $t = $this->ifthd->core->db->fetch_row() )
{
$row_count ++;
#=============================
# Color Code
#=============================
if ( $t['priority'] == 1 ) $p_color = 'blue';
if ( $t['priority'] == 2 ) $p_color = 'yellow';
if ( $t['priority'] == 3 ) $p_color = 'orange';
if ( $t['priority'] == 4 ) $p_color = 'red';
if ( $t['amid'] == $this->ifthd->member['id'] ) $p_color .= '_dot';
$t['p_img'] = "![priority](<! IMG_DIR !>/sq_". $p_color .".gif)
";
( $row_count & 1 ) ? $row_class = 'option1-mini' : $row_class = 'option2-mini';
#=============================
# Fix Up Information
#=============================
$t['priority'] = $this->ifthd->get_priority( $t['priority'] );
$t['date'] = $this->ifthd->ift_date( $t['date'], "n/j/y g:i A" );
$t['status'] = $this->ifthd->get_status( $t['status'], 1 );
$ticket_rows .= "
| {$t['id']} |
{$t['subject']} |
{$t['p_img']}{$t['priority']} |
{$t['dname']} |
{$t['date']} |
{$t['status']} |
|
";
$tickets[] = $t['id'];
}
}
else
{
$ticket_rows .= "
| There are no tickets to display. |
";
}
#=============================
# Do Output
#=============================
if ( $error )
{
$error = "{$error}
";
}
$depart_links = ""; // Initialize for Security
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$g_depart_perms = unserialize( $this->ifthd->member['g_depart_perm'] );
}
while ( list( $id, $d ) = each( $this->ifthd->core->cache['depart'] ) )
{
if ( $g_depart_perms && $g_depart_perms[ $id ] )
{
$depart_links .= "{$d['name']} | ";
}
elseif ( ! $g_depart_perms )
{
$depart_links .= "{$d['name']} | ";
}
}
$depart_links .= "All";
$page_links = $this->ifthd->page_links( substr( $this->generate_link(), strpos( $this->generate_link(), '?' ) ), $ticket_count, 20, $start, 1 );
( $this->ifthd->input['my'] ) ? $my_link = $this->generate_link( 'my', 0 ) : $my_link = $this->generate_link( 'my', 1 );
( $this->ifthd->input['my'] ) ? $my_link_text = 'All Tickets' : $my_link_text = 'My Assigned Tickets';
if ( ! $this->ifthd->sanitize_data( $_COOKIE['hdsh_filterbox'] ) ) $filterbox_hide = " style='display:none'";
$this->output = "{$error}
{$mid_box}
{$page_links}";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
"List Tickets",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
#=======================================
# @ View Ticket
# Simply shows a ticket. :)
#=======================================
function view_ticket($error='', $top_error='', $top_alert='', $notes='', $nreply_id=0)
{
#=============================
# Security Checks
#=============================
$attached = 0; // Initialize for Security
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( array( 't' => 'id' ), '=', $this->ifthd->input['id'] ), array( array( 't' => 'did' ), 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( array( 't' => 'id' ), '=', $this->ifthd->input['id'] );
}
$this->ifthd->core->db->construct( array(
'select' => array( 't' => 'all',
'm' => array( 'mgroup', 'cpfields' ),
'a' => array( 'original_name', 'size' ),
),
'from' => array( 't' => 'tickets' ),
'join' => array( array( 'from' => array( 'm' => 'members' ), 'where' => array( 't' => 'mid', '=', 'm' => 'id' ) ), array( 'from' => array( 'a' => 'attachments' ), 'where' => array( 't' => 'attach_id', '=', 'a' => 'id' ) ) ),
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
$t = $this->ifthd->core->db->fetch_row();
#=============================
# Custom Department Fields
#=============================
$row_count = 0; // Initialize for Security
if ( is_array( $this->ifthd->core->cache['dfields'] ) )
{
$cdfields = ""; // Initialize for Security
$cdfdata = unserialize( $t['cdfields'] );
// Count
foreach( $this->ifthd->core->cache['dfields'] as $id => $f )
{
$f_perm = unserialize( $f['departs'] );
if ( $f_perm[ $t['did'] ] )
{
$f_count ++;
$df_count ++;
}
}
// Count
foreach( $this->ifthd->core->cache['pfields'] as $id => $f )
{
$f_perm = unserialize( $f['perms'] );
if ( $f_perm[ $t['mgroup'] ] )
{
$f_count ++;
$pf_count ++;
}
}
foreach( $this->ifthd->core->cache['dfields'] as $id => $f )
{
$f_perm = unserialize( $f['departs'] );
if ( $f_perm[ $t['did'] ] )
{
if ( $f['type'] == 'dropdown' || $f['type'] == 'radio' )
{
$options = explode( "\r\n", $f['extra'] );
while ( list( , $opt ) = each( $options ) )
{
$our_opt = explode( "=", $opt );
$soggy[ $our_opt[0] ] = $our_opt[1];
}
$f['value'] = $soggy[ $cdfdata[ $f['fkey'] ] ];
}
else
{
$f['value'] = $cdfdata[ $f['fkey'] ];
if ( $f['type'] == 'checkbox' )
{
if ( $f['value'] )
{
$f['value'] = 'Yes';
}
else
{
$f['value'] = 'No';
}
}
else
{
if ( ! $f['value'] ) $f['value'] = '---';
}
}
$df_my_count ++;
if ( $df_my_count & 1 )
{
$row_count ++;
( $row_count & 1 ) ? $row_class = '1-med' : $row_class = '2-med';
if ( $df_my_count == $df_count && ! $pf_count )
{
$field_rows .= "
| {$f['name']} |
{$f['value']} |
";
}
else
{
$field_rows .= "
| {$f['name']} |
{$f['value']} | ";
}
}
else
{
$field_rows .= "{$f['name']} |
{$f['value']} |
";
}
$soggy = ""; // Reset
}
}
}
#=============================
# Custom Profile Fields
#=============================
if ( is_array( $this->ifthd->core->cache['dfields'] ) )
{
$cpfields = ""; // Initialize for Security
$cpfdata = unserialize( $t['cpfields'] );
foreach( $this->ifthd->core->cache['pfields'] as $id => $f )
{
$f_perm = unserialize( $f['perms'] );
if ( $f_perm[ $t['mgroup'] ] && $f['ticket'] )
{
if ( $f['type'] == 'dropdown' || $f['type'] == 'radio' )
{
$options = explode( "\r\n", $f['extra'] );
while ( list( , $opt ) = each( $options ) )
{
$our_opt = explode( "=", $opt );
$soggy[ $our_opt[0] ] = $our_opt[1];
}
$f['value'] = $soggy[ $cpfdata[ $f['fkey'] ] ];
}
else
{
$f['value'] = $cpfdata[ $f['fkey'] ];
if ( $f['type'] == 'checkbox' )
{
if ( $f['value'] )
{
$f['value'] = 'Yes';
}
else
{
$f['value'] = 'No';
}
}
else
{
if ( ! $f['value'] ) $f['value'] = '---';
}
}
$pf_my_count ++;
if ( $pf_my_count & 1 && ( ! ( $df_my_count & 1 ) || ! $df_my_count ) )
{
$row_count ++;
( $row_count & 1 ) ? $row_class = '1-med' : $row_class = '2-med';
if ( $pf_my_count == $f_count )
{
$field_rows .= "
| {$f['name']} |
{$f['value']} |
";
}
else
{
$field_rows .= "
| {$f['name']} |
{$f['value']} | ";
}
}
else
{
$field_rows .= "{$f['name']} |
{$f['value']} |
";
if ( $df_my_count & 1 )
{
$pf_my_count --;
$df_my_count = 0;
}
}
$soggy = ""; // Reset
}
}
}
#=============================
# Fix Up Information
#=============================
$t['links'] = "
"; // Initialize for Security
if ( $this->ifthd->member['acp']['manage_ticket_escalate'] && $this->ifthd->core->cache['depart'][ $t['did'] ]['can_escalate'] && $t['status'] != 6 )
{
$t['links'] .= "
";
}
if ( $t['status'] != 3 && $t['status'] != 6 )
{
$t['links'] .= "
";
}
$t['links'] .= "
";
if ( $t['status'] == 6 )
{
$t['links'] .= "
";
}
else
{
$t['links'] .= "
";
}
$t['links'] .= "
";
$t['date'] = $this->ifthd->ift_date( $t['date'] );
$t['last_reply'] = $this->ifthd->ift_date( $t['last_reply'] );
$t['message'] = $this->ifthd->prepare_output( $t['message'], 0, 0, 1 );
if ( $t['priority'] == 1 ) $p_color = 'blue';
if ( $t['priority'] == 2 ) $p_color = 'yellow';
if ( $t['priority'] == 3 ) $p_color = 'orange';
if ( $t['priority'] == 4 ) $p_color = 'red';
if ( $t['amid'] == $this->ifthd->member['id'] ) $p_color .= '_dot';
$t['p_img'] = " ";
$t['priority'] = $this->ifthd->get_priority( $t['priority'] );
if ( $t['guest'] )
{
$t['mname_link'] = "{$t['mname']} (Guest)";
}
else
{
$t['mname_link'] = "{$t['mname']}";
}
if ( $notes )
{
$t['notes'] = $notes;
$notes_display = '';
$notes_msg = "The notes have been successfully updated.
";
}
elseif ( $t['notes'] )
{
$notes_display = '';
}
else
{
$notes_display = " style='display:none'";
}
if ( $t['rating'] )
{
$t['human_rating'] = $t['rating'];
}
else
{
$t['human_rating'] = 'N/A';
}
$t['rating'] = $this->get_stars( $t['rating'] );
$t['assigned'] = ""; // Initialize for Security
if ( $this->ifthd->member['acp']['manage_ticket_assign_self'] || $this->ifthd->member['acp']['manage_ticket_assign_any'] )
{
$can_assign = 1;
}
if ( $this->ifthd->member['acp']['manage_ticket_assign_any'] )
{
$t['assigned'] = "";
}
else
{
$t['assigned'] = "";
}
if ( $t['amid'] )
{
$t['assigned'] .= $t['amname'] ." (". $this->ifthd->core->cache['staff'][ $t['amid'] ]['assigned'] .")";
}
else
{
$t['assigned'] .= "Not Assigned";
}
if ( $this->ifthd->member['acp']['manage_ticket_assign_any'] )
{
$t['assigned'] .= " ";
}
elseif ( $this->ifthd->member['acp']['manage_ticket_assign_self'] && $t['amid'] != $this->ifthd->member['id'] )
{
if ( is_array( $this->ifthd->member['g_depart_perm'] ) )
{
if ( $this->ifthd->member['g_depart_perm'][ $t['did'] ] )
{
$t['assigned'] .= " - Assign to Self";
}
}
else
{
$t['assigned'] .= " - Assign to Self";
}
}
else
{
$t['assigned'] .= "";
}
$assign_drop = ""; // Initialize for Security
if ( $can_assign )
{
while ( list( , $staff) = each( $this->ifthd->core->cache['staff'] ) )
{
if ( is_array( unserialize( $staff['g_depart_perm'] ) ) )
{
$staff_perms = unserialize( $staff['g_depart_perm'] );
if ( $staff_perms[ $t['did'] ] )
{
if ( $t['amid'] != $staff['id'] ) $assign_drop .= "";
}
}
else
{
if ( $t['amid'] != $staff['id'] ) $assign_drop .= "";
}
}
if ( $t['amid'] ) $assign_drop .= "";
}
#=============================
# Grab Ratings?
#=============================
if ( $this->ifthd->core->cache['config']['allow_reply_rating'] )
{
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'reply_rate',
'where' => array( 'tid', '=', $this->ifthd->input['id'] ),
) );
$this->ifthd->core->db->execute();
if ( $this->ifthd->core->db->get_num_rows() )
{
while ( $rt = $this->ifthd->core->db->fetch_row() )
{
$ratings[ $rt['rid'] ] = $rt['rating'];
}
}
}
#=============================
# Grab Replies?
#=============================
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 'a' => array( 'original_name', 'size' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 'a' => 'attachments' ), 'where' => array( 'r' => 'attach_id', '=', 'a' => 'id' ) ) ),
'where' => array( array( 'r' => 'tid' ), '=', $t['id'] ),
'order' => array( 'date' => array( 'r' => 'asc' ) ),
) );
$this->ifthd->core->db->execute();
$replies = ""; // Initialize for Security
$row_count = 0; // Initialize for Security
if ( $this->ifthd->core->db->get_num_rows() )
{
while( $r = $this->ifthd->core->db->fetch_row() )
{
$row_count ++;
( $row_count & 1 ) ? $reply_class = 'row1' : $reply_class = 'row2';
#=============================
# Fix Up Information
#=============================
$r['time_ago'] = $this->ifthd->ift_date( $r['date'], '', 3 );
$r['date'] = $this->ifthd->ift_date( $r['date'] );
if ( $r['guest'] ) $r['mname'] .= ' ('. $this->ifthd->lang['guest'] .')';
if ( $r['staff'] )
{
$r['message'] = $this->ifthd->remove_dbl_spaces( $this->ifthd->prepare_output( $r['message'], 1, 1, 1 ) );
if ( $r['secret'] )
{
$reply_strip = 'subboxsecret';
$r['r_img'] = "
";
}
else
{
$reply_strip = 'subboxstaff';
$r['r_img'] = "
";
}
}
else
{
$r['message'] = $this->ifthd->prepare_output( $r['message'], 0, 0, 1 );
$reply_strip = 'subbox';
$r['r_img'] = "
";
}
$r['mod_links'] = " 
";
if ( $this->ifthd->core->cache['config']['allow_reply_rating'] && $this->ifthd->member['g_reply_rate'] && $r['staff'] )
{
if ( $ratings[ $r['id'] ] == 1 )
{
$r['rate_imgs'] = " 
{$r['mod_links']}";
}
elseif ( $ratings[ $r['id'] ] == 5 )
{
$r['rate_imgs'] = " 
{$r['mod_links']}";
}
else
{
$r['rate_imgs'] = " {$r['mod_links']}";
}
}
else
{
$r['rate_imgs'] = " {$r['mod_links']}";
}
if ( $nreply_id == $r['id'] )
{
$replies .= "";
}
else
{
$replies .= "";
}
$replies .= "{$r['time_ago']} {$r['rate_imgs']}
{$r['mname']} -- {$r['date']}
{$r['message']}
";
if ( $r['attach_id'] )
{
$attached ++;
$replies .= "";
}
}
}
else
{
$replies = "No replies have been made to this ticket.
";
}
#=============================
# Update Ticket
#=============================
if ( $t['status'] == 1 )
{
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'status' => 2 ),
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
}
#=============================
# Grab Logs
#=============================
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'logs',
'where' => array( array( 'type', '=', 7 ), array( 'extra', '=', $t['id'], 'and' ) ),
'order' => array( 'date' => 'desc' ),
) );
$this->ifthd->core->db->execute();
$log_rows = ""; // Initialize for Security
$row_count = 0; // Initialize for Security
while( $l = $this->ifthd->core->db->fetch_row() )
{
$row_count ++;
( $row_count & 1 ) ? $row_class = 'option1-mini' : $row_class = 'option2-mini';
$l['date'] = $this->ifthd->ift_date( $l['date'], "n/j/y g:i A" );
if ( $l['level'] == 2 )
{
$l['action'] = "". $l['action'] ."";
$l['date'] = "". $l['date'] ."";
$l['mname'] = "". $l['mname'] ."";
$l['ipadd'] = "". $l['ipadd'] ."";
}
$log_rows .= "
| {$l['action']} |
{$l['date']} |
{$l['mname']} |
{$l['ipadd']} |
";
}
#=============================
# Do Output
#=============================
if ( $error )
{
$error = "". $error ."
";
}
$reply_form = ""; // Initialize for Security
if ( $t['status'] != 6 )
{
if ( $this->ifthd->member['use_rte'] && $this->ifthd->core->cache['config']['enable_ticket_rte'] )
{
$reply_form = "
";
$used_rte = "";
}
else
{
$reply_form = "";
$onsubmit = " onsubmit='return validate_form(this)'";
}
if ( $this->ifthd->core->cache['config']['ticket_attachments'] && $this->ifthd->member['g_ticket_attach'] && $this->ifthd->core->cache['depart'][ $t['did'] ]['can_attach'] )
{
$form_extra = " enctype='multipart/form-data'";
$upload_field = "
";
if ( $this->ifthd->member['g_upload_size_max'] )
{
$upload_field .= "(Attachment max size: ". $this->ifthd->member['g_upload_size_max'] ." Bytes)";
}
else
{
$upload_field .= "(Attachment)";
}
}
$canned_drop = ""; // Initialize for Security
if( $this->ifthd->member['acp']['manage_canned'] )
{
if ( is_array( $this->ifthd->core->cache['canned'] ) )
{
while( list( , $canned ) = each( $this->ifthd->core->cache['canned'] ) )
{
$canned_drop .= "". $canned['name'] ."
";
}
}
else
{
$canned_drop = "No canned replies.
";
}
$canned_button = " Canned Replies ";
}
if ( $this->ifthd->member['signature'] )
{
if ( $this->ifthd->member['auto_sig'] ) $auto_sig = " checked='checked'";
$sig_option = " ";
}
if ( $nreply_id )
{
$reply_form .= "Your reply has been successfully added.
";
$this->ifthd->input['message'] = '';
}
if ( $error ) $reply_form .= "";
$reply_form .= "Send a Reply
";
}
if ( $t['close_reason'] )
{
$close_reason = "This ticket was closed by {$t['close_mname']} for the following reason.
{$t['close_reason']}
";
}
$t['status'] = $this->ifthd->get_status( $t['status'], 2 );
if ( $t['attach_id'] )
{
$attached ++;
$attach_download = "";
}
#=============================
# Do Output
#=============================
if ( $top_error )
{
$top_error = "{$top_error}
";
}
elseif ( $top_alert )
{
$top_error = "{$top_alert}
";
}
$this->output = "
{$top_error}
{$t['links']}
Viewing Ticket
| Ticket ID |
{$t['id']} |
Replies |
{$t['replies']} |
| Priority |
{$t['p_img']}{$t['priority']} |
Last Reply |
{$t['last_reply']} |
| Department |
{$this->ifthd->core->cache['depart'][ $t['did'] ]['name']} |
Last Replier |
{$t['last_mname']} |
| Submitted On |
{$t['date']} |
Status |
{$t['status']} |
| Submitted By |
{$t['mname_link']} |
Assigned To |
{$t['assigned']}
{$assign_drop}
|
| Email |
{$t['email']} |
Satisfaction |
{$t['rating']} |
{$field_rows}
{$close_reason}
"{$t['subject']}"
by {$t['mname']} (EDIT)
{$t['message']}
{$attach_download}
{$replies}
{$reply_form}
Ticket History
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
$t['subject'],
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
#=======================================
# @ Add Ticket
# Show add ticket form. :)
#=======================================
function add_ticket($error='')
{
if ( $this->ifthd->input['step'] == 3 && $this->ifthd->input['department'] && ! $error )
{
if ( ! $this->ifthd->input['subject'] )
{
$this->add_ticket('Please enter a subject.');
}
if ( ! $this->ifthd->input['message'] )
{
$this->add_ticket('Please enter a message.');
}
$required = array( 'department', 'priority' );
$this->ifthd->check_fields( $required );
if ( is_array( $this->ifthd->core->cache['dfields'] ) )
{
$cdfvalues = ""; // Initialize for Security
$cdfields_html = ""; // Initialize for Security
foreach ( $this->ifthd->core->cache['dfields'] as $id => $f )
{
$f_perm = unserialize( $f['departs'] );
if ( $f_perm[ $this->ifthd->input['department'] ] )
{
if ( $f['required'] && $f['type'] != 'checkbox' )
{
if ( ! $this->ifthd->input[ 'cdf_'. $f['fkey'] ] )
{
$this->ifthd->input['step'] = 2;
$this->add_ticket( 'Please enter a value for the field: '. $f['name'] );
}
}
$cdfvalues[ $f['fkey'] ] = $this->ifthd->input[ 'cdf_'. $f['fkey'] ];
}
}
}
$this->ifthd->input['department'] = intval( $this->ifthd->input['department'] );
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'departments',
'where' => array( 'id', '=', $this->ifthd->input['department'] ),
'limit' => array( 0, 1 ),
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_department');
}
$d = $this->ifthd->core->db->fetch_row();
$d_allow = unserialize( $this->ifthd->member['g_m_depart_perm'] );
$this->ifthd->input['mid'] = intval( $this->ifthd->input['mid'] );
$this->ifthd->core->db->construct( array(
'select' => array( 'id', 'name', 'email', 'email_notify', 'email_new_ticket', 'time_zone', 'dst_active' ),
'from' => 'members',
'where' => array( 'id', '=', $this->ifthd->input['mid'] ),
'limit' => array( 0, 1 ),
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_member');
}
$mem = $this->ifthd->core->db->fetch_row();
if ( $_FILES['attachment']['size'] )
{
$allowed_exts = explode( "|", $this->ifthd->core->cache['config']['upload_exts'] );
$file_ext = strrchr( $_FILES['attachment']['name'], "." );
if ( ! in_array( $file_ext, $allowed_exts ) )
{
$this->ifthd->skin->error('upload_bad_type');
}
if ( $this->ifthd->member['g_upload_size_max'] )
{
if ( $_FILES['attachment']['size'] > $this->ifthd->member['g_upload_size_max'] )
{
$this->ifthd->skin->error('upload_too_big');
}
}
$file_safe_name = $this->sanitize_name( $_FILES['attachment']['name'] );
$attachment_name = md5( 'a' . uniqid( rand(), true ) ) . $file_ext;
$attachment_loc = $this->ifthd->core->cache['config']['upload_dir'] .'/'. $attachment_name;
if ( @ ! move_uploaded_file( $_FILES['attachment']['tmp_name'], $attachment_loc ) )
{
$this->ifthd->skin->error('upload_failed');
}
$db_array = array(
'tid' => 0,
'real_name' => $attachment_name,
'original_name' => $file_safe_name,
'mid' => $mem['id'],
'mname' => $mem['name'],
'size' => $_FILES['attachment']['size'],
'mime' => $_FILES['attachment']['type'],
'ipadd' => $this->ifthd->input['ip_address'],
'date' => time(),
);
$this->ifthd->core->db->construct( array(
'insert' => 'attachments',
'set' => $db_array,
) );
$this->ifthd->core->db->execute();
$attachment_id = $this->ifthd->core->db->get_insert_id();
$attach_field = "";
$this->ifthd->log( 'member', "Uploaded Attachment #". $attachment_id, 1, $attachment_id );
}
$db_array = array(
'did' => $d['id'],
'dname' => $d['name'],
'mid' => $mem['id'],
'mname' => $mem['name'],
'email' => $mem['email'],
'subject' => $this->ifthd->input['subject'],
'priority' => intval( $this->ifthd->input['priority'] ),
'message' => $this->ifthd->input['message'],
'date' => time(),
'last_reply' => time(),
'last_mid' => $mem['id'],
'last_mname' => $mem['name'],
'ipadd' => $this->ifthd->input['ip_address'],
'status' => 1,
'attach_id' => $attachment_id,
'cdfields' => serialize($cdfvalues),
);
if ( $d['auto_assign'] )
{
$db_array['amid'] = $d['auto_assign'];
$db_array['amname'] = $this->ifthd->core->cache['staff'][ $d['auto_assign'] ]['name'];
}
$this->ifthd->core->db->construct( array(
'insert' => 'tickets',
'set' => $db_array,
) );
$this->ifthd->core->db->execute();
$ticket_id = $this->ifthd->core->db->get_insert_id();
$this->ifthd->log( 'member', "Ticket Created '". $this->ifthd->input['subject'] ."'", 1, $ticket_id );
$this->ifthd->log( 'ticket', "Ticket Created '". $this->ifthd->input['subject'] ."'", 1, $ticket_id );
if ( $attachment_id )
{
$this->ifthd->core->db->construct( array(
'update' => 'attachments',
'set' => array( 'tid' => $ticket_id ),
'where' => array( 'id', '=', $attachment_id ),
'limit' => array( 1 ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
$this->ifthd->log( 'ticket', "Uploaded Attachment #". $attachment_id, 1, $ticket_id );
}
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'open_tickets' => 'open_tickets+1', 'tickets' => 'tickets+1' ),
'where' => array( 'id', '=', $mem['id'] ),
'limit' => array( 1 ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'departments',
'set' => array( 'tickets' => 'tickets+1' ),
'where' => array( 'id', '=', $d['id'] ),
'limit' => array( 1 ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
if ( $mem['email_new_ticket'] && $mem['email_notify'] )
{
$mem_offset = ( $mem['time_zone'] * 60 * 60 ) + ( $mem['dst_active'] * 60 * 60 );
$replace = array(); // Initialize for Security
$replace['TICKET_ID'] = $ticket_id;
$replace['SUBJECT'] = $this->ifthd->input['subject'];
$replace['DEPARTMENT'] = $d['name'];
$replace['PRIORITY'] = $this->ifthd->get_priority( $this->ifthd->input['priority'] );
$replace['SUB_DATE'] = $this->ifthd->ift_date( time(), '', '', 0, 1, $mem_offset, 1 );
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/index.php?act=tickets&code=view&id=". $ticket_id;
$replace['MESSAGE'] = $this->ifthd->input['message'];
$this->ifthd->send_email( $mem['id'], 'new_ticket', $replace, array( 'from_email' => $d['incoming_email'] ), 1 );
}
$this->ifthd->core->db->construct( array(
'select' => array( 'm' => array( 'id', 'mgroup', 'email_staff_new_ticket', 'time_zone', 'dst_active' ),
'g' => array( 'g_depart_perm' ),
),
'from' => array( 'm' => 'members' ),
'join' => array( array( 'from' => array( 'g' => 'groups' ), 'where' => array( 'g' => 'g_id', '=', 'm' => 'mgroup' ) ) ),
'where' => array( array( 'g' => 'g_acp_access' ), '=', 1 ),
) );
$staff_sql = $this->ifthd->core->db->execute();
if ( $this->ifthd->core->db->get_num_rows($staff_sql) )
{
while( $sm = $this->ifthd->core->db->fetch_row($staff_sql) )
{
// Check Departments
if ( is_array( unserialize( $sm['g_depart_perm'] ) ) )
{
$my_departs = "";
$my_departs = unserialize( $sm['g_depart_perm'] );
if ( $my_departs[ $d['id'] ] )
{
if ( $sm['email_staff_new_ticket'] )
{
$s_email_staff = 1;
}
$do_feeds[ $sm['id'] ] = 1;
}
}
else
{
if ( $sm['email_staff_new_ticket'] )
{
$s_email_staff = 1;
}
$do_feeds[ $sm['id'] ] = 1;
}
if ( $s_email_staff )
{
$mem_offset = ( $sm['time_zone'] * 60 * 60 ) + ( $sm['dst_active'] * 60 * 60 );
$replace = array(); // Initialize for Security
$replace['TICKET_ID'] = $ticket_id;
$replace['SUBJECT'] = $this->ifthd->input['subject'];
$replace['DEPARTMENT'] = $d['name'];
$replace['PRIORITY'] = $this->ifthd->get_priority( $this->ifthd->input['priority'] );
$replace['SUB_DATE'] = $this->ifthd->ift_date( time(), '', 0, 0, 1, $mem_offset, 1 );
$replace['MESSAGE'] = $this->ifthd->input['message'];
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/admin.php?section=manage&act=tickets&code=view&id=". $ticket_id;
$replace['MEMBER'] = $mem['name'];
$this->ifthd->send_email( $sm['id'], 'staff_new_ticket', $replace, array( 'from_email' => $d['incoming_email'] ), 1 );
}
$s_email_staff = 0; // Reset
}
}
if ( is_array( $do_feeds ) )
{
require_once HD_SRC .'feed.php';
$feed = new feed();
$feed->ifthd =& $this->ifthd;
while( list( $smid, ) = each( $do_feeds ) )
{
$feed->show_feed( 'stickets', $smid, 1 );
}
}
if ( $d['auto_assign'] )
{
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'assigned' => ( $this->ifthd->core->cache['staff'][ $d['auto_assign'] ]['assigned'] + 1 ) ),
'where' => array( 'id', '=', $d['auto_assign'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->rebuild_staff_cache();
}
$this->ifthd->r_ticket_stats(1);
$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $ticket_id, 'submit_ticket_success' );
}
elseif ( ( $this->ifthd->input['step'] == 2 && $this->ifthd->input['department'] ) || $error )
{
if ( is_array( $this->ifthd->core->cache['dfields'] ) )
{
$cdfields = array(); // Initialize for Security
foreach( $this->ifthd->core->cache['dfields'] as $id => $f )
{
$f_perm = unserialize( $f['departs'] );
if ( $f_perm[ $this->ifthd->input['department'] ] )
{
if ( ! $f['required'] )
{
$f['optional'] = $this->ifthd->lang['optional'];
}
if ( $error )
{
$f['value'] = $this->ifthd->input[ 'cdf_'. $f['fkey'] ];
}
if ( $f['type'] == 'textfield' )
{
$cdfields[] = $f;
}
elseif ( $f['type'] == 'textarea' )
{
$cdfields[] = $f;
}
elseif ( $f['type'] == 'dropdown' )
{
$options = explode( "\n", $f['extra'] );
while ( list( , $opt ) = each( $options ) )
{
$our_opt = explode( "=", $opt );
if ( $our_opt[0] == $f['value'] )
{
$f['options'] .= "";
}
else
{
$f['options'] .= "";
}
}
$cdfields[] = $f;
}
elseif ( $f['type'] == 'checkbox' )
{
$cdfields[] = $f;
}
elseif ( $f['type'] == 'radio' )
{
$options = explode( "\n", $f['extra'] );
while ( list( , $opt ) = each( $options ) )
{
$our_opt = explode( "=", $opt );
if ( $our_opt[0] == $f['value'] )
{
$f['options'] .= " ";
}
else
{
$f['options'] .= " ";
}
}
$cdfields[] = $f;
}
}
$optional = ""; // Reset
$f['options'] = ""; // Reset
}
}
if ( $this->ifthd->core->cache['config']['ticket_attachments'] && $this->ifthd->member['g_ticket_attach'] && $this->ifthd->core->cache['depart'][ $this->ifthd->input['department'] ]['can_attach'] )
{
if ( $this->ifthd->member['g_upload_size_max'] )
{
$upload_info = ' (Attachment max size: '. $this->ifthd->member['g_upload_size_max'] .' Bytes)';
}
else
{
$upload_info = ' (Attachment)';
}
}
$this->output = "
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
"Submit A Ticket",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
else
{
$this->output = "Submit A Ticket
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
"Submit A Ticket",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
}
#=======================================
# @ Notes Save
# Save notes for a ticket.
#=======================================
function notes_save()
{
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'notes' => $this->ifthd->input['tnotes'] ),
'where' => array( 'id', '=', $this->ifthd->input['id'] ),
) );
$this->ifthd->core->db->execute();
$this->view_ticket( '', '', '', $this->ifthd->input['tnotes'] );
}
#=======================================
# @ Submit Reply
# Submits a new reply to a ticket.
#=======================================
function submit_reply()
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( ! $this->ifthd->member['acp']['manage_ticket_reply'] )
{
$this->ifthd->skin->error('no_perm');
}
$this->ifthd->input['message'] = $this->ifthd->remove_extra_lbs( $this->ifthd->input['message'] );
if ( ! $this->ifthd->input['message'] )
{
$this->view_ticket('Please enter a message.');
}
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( 'id', '=', $this->ifthd->input['id'] ), array( 'did', 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( 'id', '=', $this->ifthd->input['id'] );
}
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'tickets',
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
$t = $this->ifthd->core->db->fetch_row();
if ( $t['status'] == 6 )
{
$this->ifthd->skin->error('ticket_closed_reply');
}
#=============================
# Grab Member Info
#=============================
if ( $t['mid'] )
{
$this->ifthd->core->db->construct( array(
'select' => array( 'email_notify', 'email_ticket_reply', 'time_zone', 'dst_active' ),
'from' => 'members',
'where' => array( 'id', '=', $t['mid'] ),
) );
$this->ifthd->core->db->execute();
$mem = $this->ifthd->core->db->fetch_row();
}
#=============================
# Attachment
#=============================
if ( $_FILES['attachment']['size'] )
{
$allowed_exts = explode( "|", $this->ifthd->core->cache['config']['upload_exts'] );
$file_ext = strrchr( $_FILES['attachment']['name'], "." );
if ( ! in_array( $file_ext, $allowed_exts ) )
{
$this->view_ticket('The file type you were trying to upload is not allowed.');
}
if ( $this->ifthd->member['g_upload_size_max'] )
{
if ( $_FILES['attachment']['size'] > $this->ifthd->member['g_upload_size_max'] )
{
$this->view_ticket('The file you were trying to upload exceeded the max upload size.');
}
}
$file_safe_name = $this->sanitize_name( $_FILES['attachment']['name'] );
$attachment_name = md5( 'a' . uniqid( rand(), true ) ) . $file_ext;
$attachment_loc = $this->ifthd->core->cache['config']['upload_dir'] .'/'. $attachment_name;
if ( @ ! move_uploaded_file( $_FILES['attachment']['tmp_name'], $attachment_loc ) )
{
$this->view_ticket('File upload failed. Please try again.');
}
$db_array = array(
'tid' => $t['id'],
'real_name' => $attachment_name,
'original_name' => $file_safe_name,
'mid' => $this->ifthd->member['id'],
'mname' => $this->ifthd->member['name'],
'size' => $_FILES['attachment']['size'],
'mime' => $_FILES['attachment']['type'],
'ipadd' => $this->ifthd->input['ip_address'],
'date' => time(),
);
$this->ifthd->core->db->construct( array(
'insert' => 'attachments',
'set' => $db_array,
) );
$this->ifthd->core->db->execute();
$attachment_id = $this->ifthd->core->db->get_insert_id();
$this->ifthd->log( 'ticket', "Uploaded Attachment #". $attachment_id, 1, $t['id'] );
$this->ifthd->log( 'member', "Uploaded Attachment #". $attachment_id, 1, $attachment_id );
}
#=============================
# Add Reply
#=============================
if ( $this->ifthd->member['signature'] && $this->ifthd->input['use_sig'] )
{
$this->ifthd->input['message'] .= '<br /><br />'. $this->ifthd->member['signature'];
}
$db_array = array(
'tid' => $t['id'],
'mid' => $this->ifthd->member['id'],
'mname' => $this->ifthd->member['name'],
'message' => $this->ifthd->input['message'],
'staff' => 1,
'rte' => intval( $this->ifthd->input['rte'] ),
'secret' => intval( $this->ifthd->input['secret'] ),
'attach_id' => $attachment_id,
'date' => time(),
'ipadd' => $this->ifthd->input['ip_address'],
);
$this->ifthd->core->db->construct( array(
'insert' => 'replies',
'set' => $db_array,
) );
$this->ifthd->core->db->execute();
$reply_id = $this->ifthd->core->db->get_insert_id();
$this->ifthd->log( 'admin', "Ticket Reply '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Reply '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Update Ticket
#=============================
if ( ! $this->ifthd->input['secret'] )
{
$sql_status = ""; // Initialize for Security
if ( $this->ifthd->core->cache['depart'][ $t['did'] ]['auto_close'] )
{
$auto_close = time() + ( $this->ifthd->core->cache['depart'][ $t['did'] ]['auto_close'] * 60 * 60 );
}
$db_array = array(
'last_reply' => time(),
'last_reply_staff' => time(),
'last_mid' => $this->ifthd->member['id'],
'last_mname' => $this->ifthd->member['name'],
'replies' => $t['replies'] + 1,
'auto_close' => $auto_close,
);
if ( $t['status'] != 5 )
{
$db_array['status'] = 4;
}
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => $db_array,
'where' => array( 'id', '=', $t['id'] ),
) );
#$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
#=============================
# Send Email
#=============================
if ( ( $mem['email_ticket_reply'] && $mem['email_notify'] ) || ( $this->ifthd->core->cache['config']['guest_ticket_emails'] && $t['guest_email'] ) )
{
$mem_offset = ( $mem['time_zone'] * 60 * 60 ) + ( $mem['dst_active'] * 60 * 60 );
$replace = ""; // Initialize for Security
$replace['TICKET_ID'] = $t['id'];
$replace['SUBJECT'] = $t['subject'];
$replace['DEPARTMENT'] = $t['dname'];
$replace['PRIORITY'] = $this->ifthd->get_priority( $t['priority'] );
$replace['SUB_DATE'] = $this->ifthd->ift_date( $t['date'], '', '', 0, 1, $mem_offset, 1 );
$replace['REPLY'] = $this->ifthd->input['message'];
$replace['MESSAGE'] = $t['message'];
if ( $mem['email_ticket_reply'] )
{
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/index.php?act=tickets&code=view&id=". $t['id'];
$this->ifthd->send_email( $t['mid'], 'ticket_reply', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ), 1 );
}
elseif ( ! $t['mid'] )
{
$replace['MEM_NAME'] = $t['mname'];
$replace['TICKET_KEY'] = $t['tkey'];
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/index.php?act=tickets&code=view&id=". $t['id'] ."&email=". urlencode( $t['email'] ) ."&key=". $t['tkey'];
$this->ifthd->send_guest_email( $t['email'], 'ticket_reply_guest', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ), 1 );
}
}
}
#=============================
# Update Stats
#=============================
$this->ifthd->r_ticket_stats(1);
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'] .'#reply'. $reply_id, '', 1 );
$this->view_ticket( '', '', '', '', $reply_id );
}
#=======================================
# @ Ticket Action
# Perform a special ticket action such
# as closing or escalating.
#=======================================
function ticket_action($action)
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( 'id', '=', $this->ifthd->input['id'] ), array( 'did', 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( 'id', '=', $this->ifthd->input['id'] );
}
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'tickets',
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
$t = $this->ifthd->core->db->fetch_row();
#=============================
# Grab Member Info
#=============================
if ( $t['mid'] )
{
$this->ifthd->core->db->construct( array(
'select' => array( 'email_notify', 'email_ticket_reply', 'open_tickets', 'tickets', 'time_zone', 'dst_active' ),
'from' => 'members',
'where' => array( 'id', '=', $t['mid'] ),
) );
$this->ifthd->core->db->execute();
$mem = $this->ifthd->core->db->fetch_row();
$mem_offset = ( $mem['time_zone'] * 60 * 60 ) + ( $mem['dst_active'] * 60 * 60 );
}
if ( $action == 'close' )
{
if ( ! $this->ifthd->member['acp']['manage_ticket_close'] )
{
$this->ifthd->skin->error('no_perm');
}
if ( $t['status'] == 6 )
{
$this->ifthd->log( 'error', "Ticket Already Closed '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->skin->error('ticket_closed_already');
}
if ( $this->ifthd->core->cache['depart'][ $t['did'] ]['close_reason'] )
{
if ( ! $this->ifthd->input['reason'] )
{
if ( $this->ifthd->input['final'] )
{
$error = "Please enter a reason.
";
}
$this->output = "
{$error}
Closing Ticket: ". $t['subject'] ."
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
"". $t['subject'] ."",
"Close Ticket",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
}
#=============================
# Close Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'close_mid' => $this->ifthd->member['id'], 'close_mname' => $this->ifthd->member['name'], 'close_reason' => $this->ifthd->input['reason'], 'status' => 6 ),
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Ticket Closed '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Closed '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Update Member
#=============================
if ( $t['mid'] )
{
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'open_tickets' => $mem['open_tickets'] - 1 ),
'where' => array( 'id', '=', $t['mid'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
}
if ( $t['amid'] )
{
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'assigned' => 'assigned-1' ),
'where' => array( 'id', '=', $t['amid'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->rebuild_staff_cache();
}
#=============================
# Send Email
#=============================
if ( ( $mem['email_ticket_reply'] && $mem['email_notify'] ) || ( $this->ifthd->core->cache['config']['guest_ticket_emails'] && $t['guest_email'] ) )
{
$replace = ""; // Initialize for Security
$replace['TICKET_ID'] = $t['id'];
$replace['SUBJECT'] = $t['subject'];
$replace['DEPARTMENT'] = $t['dname'];
$replace['PRIORITY'] = $this->ifthd->get_priority( $t['priority'] );
$replace['SUB_DATE'] = $this->ifthd->ift_date( $t['date'], '', '', 0, 1, $mem_offset, 1 );
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/index.php?act=tickets&code=view&id=". $t['id'];
$replace['MESSAGE'] = $t['message'];
if ( $mem['email_ticket_reply'] )
{
$this->ifthd->send_email( $t['mid'], 'ticket_close', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ) );
}
else
{
$replace['MEM_NAME'] = $t['mname'];
$this->ifthd->send_guest_email( $t['email'], 'ticket_close', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ) );
}
}
#=============================
# Update Stats
#=============================
$this->ifthd->r_ticket_stats(1);
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'], 'ticket_close_success' );
$this->view_ticket( '', 'The ticket has been successfully closed.' );
}
elseif ( $action == 'escalate' )
{
if ( ! $this->ifthd->member['acp']['manage_ticket_escalate'] || ! $this->ifthd->core->cache['depart'][ $t['did'] ]['can_escalate'] )
{
$this->ifthd->skin->error('no_perm');
}
if ( $t['status'] == 6 )
{
$this->ifthd->log( 'error', "Escalate Rejected Ticket Closed '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->skin->error('ticket_closed_escalate');
}
if ( $t['status'] == 5 )
{
$this->ifthd->log( 'error', "Ticket Already Escalated '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->skin->error('ticket_escalated_already');
}
#=============================
# Move Ticket?
#=============================
if ( $this->ifthd->core->cache['depart'][ $t['did'] ]['escalate_depart'] )
{
// Old Department
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'departments',
'set' => array( 'tickets' => 'tickets-1' ),
'where' => array( 'id', '=', $t['did'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
// New Department
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'departments',
'set' => array( 'tickets' => 'tickets+1' ),
'where' => array( 'id', '=', $this->ifthd->core->cache['depart'][ $t['did'] ]['escalate_depart'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
$db_array = array( 'did' => $this->ifthd->core->cache['depart'][ $t['did'] ]['escalate_depart'], 'dname' => $this->ifthd->core->cache['depart'][ $this->ifthd->core->cache['depart'][ $t['did'] ]['escalate_depart'] ]['name'], 'status' => 5 );
}
else
{
$db_array = array( 'status' => 5 );
}
#=============================
# Escalate Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => $db_array,
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Ticket Escalated '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Escalated '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Send Email
#=============================
if ( ( $mem['email_ticket_reply'] && $mem['email_notify'] ) || ( $this->ifthd->core->cache['config']['guest_ticket_emails'] && $t['guest_email'] ) )
{
$replace = ""; // Initialize for Security
$replace['TICKET_ID'] = $t['id'];
$replace['SUBJECT'] = $t['subject'];
$replace['DEPARTMENT'] = $t['dname'];
$replace['PRIORITY'] = $this->ifthd->get_priority( $t['priority'] );
$replace['SUB_DATE'] = $this->ifthd->ift_date( $t['date'], '', '', 0, 1, $mem_offset, 1 );
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/index.php?act=tickets&code=view&id=". $t['id'];
$replace['MESSAGE'] = $t['message'];
if ( $mem['email_ticket_reply'] )
{
$this->ifthd->send_email( $t['mid'], 'ticket_escl', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ), 1 );
}
else
{
$replace['MEM_NAME'] = $t['mname'];
$this->ifthd->send_guest_email( $t['email'], 'ticket_escl', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ), 1 );
}
}
#=============================
# Update Stats
#=============================
$this->ifthd->r_ticket_stats(1);
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'], 'ticket_escalate_success' );
$this->view_ticket( '', '', 'The ticket has been successfully escalated.' );
}
elseif ( $action == 'hold' )
{
if ( ! $this->ifthd->member['acp']['manage_ticket_hold'] )
{
$this->ifthd->skin->error('no_perm');
}
if ( $t['status'] == 6 )
{
$this->ifthd->log( 'error', "Put On Hold Rejected Ticket Closed '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->skin->error('ticket_closed_hold');
}
if ( $t['status'] == 3 )
{
$this->ifthd->log( 'error', "Ticket Already On Hold '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->skin->error('ticket_hold_already');
}
#=============================
# Hold Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'status' => 3 ),
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Ticket Put On Hold '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Put On Hold '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Update Stats
#=============================
$this->ifthd->r_ticket_stats(1);
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=list', 'ticket_hold_success' );
$this->view_ticket( '', '', 'The ticket has been successfully put on hold.' );
}
elseif ( $action == 'delete' )
{
if ( ! $this->ifthd->member['acp']['manage_ticket_delete'] )
{
$this->ifthd->skin->error('no_perm');
}
#=============================
# Delete Ticket
#=============================
$this->ifthd->core->db->construct( array(
'delete' => 'tickets',
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Ticket Deleted '". $t['subject'] ."'", 2, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Deleted '". $t['subject'] ."'", 2, $t['id'] );
#=============================
# Update Member
#=============================
if ( $t['mid'] )
{
if ( $t['status'] != 6 )
{
$db_array = array( 'open_tickets' => $mem['open_tickets'] - 1, 'tickets' => $mem['tickets'] - 1 );
}
else
{
$db_array = array( 'tickets' => $mem['tickets'] - 1 );
}
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => $db_array,
'where' => array( 'id', '=', $t['mid'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
}
if ( $t['amid'] )
{
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'assigned' => 'assigned-1' ),
'where' => array( 'id', '=', $t['amid'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->rebuild_staff_cache();
}
#=============================
# Update Department
#=============================
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'departments',
'set' => array( 'tickets' => 'tickets-1' ),
'where' => array( 'id', '=', $t['did'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
#=============================
# Update Stats
#=============================
$this->ifthd->r_ticket_stats(1);
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=list', 'ticket_delete_success' );
$this->list_tickets( 'The ticket has been successfully deleted.' );
}
elseif ( $action == 'reopen' )
{
if ( ! $this->ifthd->member['acp']['manage_ticket_reopen'] )
{
$this->ifthd->skin->error('no_perm');
}
if ( $t['status'] != 6 )
{
$this->ifthd->log( 'error', "Reopen Rejected Ticket Not Closed '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->skin->error('ticket_reopen_already');
}
#=============================
# Reopen Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'close_reason' => "", 'status' => 1 ),
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Ticket Reopened '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Reopened '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Update Member
#=============================
if ( $t['mid'] )
{
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'open_tickets' => $mem['open_tickets'] + 1 ),
'where' => array( 'id', '=', $t['mid'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
}
#=============================
# Update Stats
#=============================
$this->ifthd->r_ticket_stats(1);
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'], 'ticket_reopen_success' );
$this->view_ticket( '', '', 'The ticket has been successfully re-opened.' );
}
elseif ( $action == 'move' )
{
if ( ! $this->ifthd->member['acp']['manage_ticket_move'] )
{
$this->ifthd->skin->error('no_perm');
}
if ( ! $this->ifthd->input['move_to'] )
{
if ( $this->ifthd->input['final'] )
{
$error = "Please select a department.
";
}
$depart_drop = $this->ifthd->build_dprt_drop( 0, $t['did'], 1 );
$this->output = "{$error}Moving Ticket: ". $t['subject'] ."
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
"". $t['subject'] ."",
"Move Ticket",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
}
#=============================
# Move Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'did' => $this->ifthd->input['move_to'], 'dname' => $this->ifthd->core->cache['depart'][ $this->ifthd->input['move_to'] ]['name'] ),
'where' => array( 'id', '=', $t['id'] ),
) );
#$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Ticket Moved '". $t['subject'] ."'", 1, $t['id'] );
$this->ifthd->log( 'ticket', "Ticket Moved '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Send Email
#=============================
if ( ( $mem['email_ticket_reply'] && $mem['email_notify'] ) || ( $this->ifthd->core->cache['config']['guest_ticket_emails'] && $t['guest_email'] ) )
{
$replace = ""; // Initialize for Security
$replace['TICKET_ID'] = $t['id'];
$replace['SUBJECT'] = $t['subject'];
$replace['OLD_DEPARTMENT'] = $t['dname'];
$replace['NEW_DEPARTMENT'] = $this->ifthd->core->cache['depart'][ $this->ifthd->input['move_to'] ]['name'];
$replace['PRIORITY'] = $this->ifthd->get_priority( $t['priority'] );
$replace['SUB_DATE'] = $this->ifthd->ift_date( $t['date'], '', '', 0, 1, $mem_offset, 1 );
$replace['TICKET_LINK'] = $this->ifthd->core->cache['config']['hd_url'] ."/index.php?act=tickets&code=view&id=". $t['id'];
$replace['MESSAGE'] = $t['message'];
if ( $mem['email_ticket_reply'] )
{
$this->ifthd->send_email( $t['mid'], 'ticket_move', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ), 1 );
}
else
{
$replace['MEM_NAME'] = $t['mname'];
$this->ifthd->send_guest_email( $t['email'], 'ticket_move', $replace, array( 'from_email' => $this->ifthd->core->cache['depart'][ $t['did'] ]['incoming_email'] ), 1 );
}
}
#=============================
# Update Departments
#=============================
// Old Department
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'departments',
'set' => array( 'tickets' => 'tickets-1' ),
'where' => array( 'id', '=', $t['did'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
// New Department
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'departments',
'set' => array( 'tickets' => 'tickets+1' ),
'where' => array( 'id', '=', $this->ifthd->input['move_to'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'], 'ticket_move_success' );
$this->view_ticket( '', '', 'The ticket has been successfully moved.' );
}
#=======================================
# @ Edit Reply
# Display edit ticket reply form.
#=======================================
function edit_reply($error="")
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( ! $this->ifthd->member['acp']['manage_ticket_reply'] )
{
$this->ifthd->skin->error('no_perm');
}
#=============================
# Grab Reply
#=============================
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 't' => array( 'did', 'dname' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( array( 'r' => 'id' ), '=', $this->ifthd->input['id'] ), array( array( 't' => 'did' ), 'in', $rev_perms, 'and' ) ),
'limit' => array( 0, 1 ),
) );
}
else
{
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 't' => array( 'did', 'dname' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( 'r' => 'id' ), '=', $this->ifthd->input['id'] ),
'limit' => array( 0, 1 ),
) );
}
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_reply');
}
$r = $this->ifthd->core->db->fetch_row();
#=============================
# Do Output
#=============================
if ( $error )
{
$error = "". $error ."
";
$message = $this->ifthd->input['message'];
if ( $this->ifthd->input['secret'] ) $secret = ' checked="checked"';
}
else
{
$message = $r['message'];
if ( $r['secret'] ) $secret = ' checked="checked"';
}
if ( $this->ifthd->member['use_rte'] && $this->ifthd->core->cache['config']['enable_ticket_rte'] )
{
$rte_javascript = "
";
$used_rte = "";
}
else
{
$onsubmit = " onsubmit='return validate_form(this)'";
}
$this->output = "
{$rte_javascript}
{$error}
Editing Reply ID: ". $r['id'] ."
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
"Edit Reply",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
}
#=======================================
# @ Edit Ticket
# Show edit ticket screen.
#=======================================
function edit_ticket($error='')
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( 'id', '=', $this->ifthd->input['id'] ), array( 'did', 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( 'id', '=', $this->ifthd->input['id'] );
}
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'tickets',
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
$t = $this->ifthd->core->db->fetch_row();
#=============================
# Custom Department Fields
#=============================
if ( is_array( $this->ifthd->core->cache['dfields'] ) )
{
$cdfields = array(); // Initialize for Security
$cdfdata = unserialize( $t['cdfields'] );
foreach( $this->ifthd->core->cache['dfields'] as $id => $f )
{
$f_perm = unserialize( $f['departs'] );
if ( $f_perm[ $t['did'] ] )
{
if ( ! $f['required'] )
{
$f['optional'] = $this->ifthd->lang['optional'];
}
if ( $error )
{
$f['value'] = $this->ifthd->input[ 'cdf_'. $f['fkey'] ];
}
else
{
$f['value'] = $cdfdata[ $f['fkey'] ];
}
if ( $f['type'] == 'textfield' )
{
$cdfields[] = $f;
}
elseif ( $f['type'] == 'textarea' )
{
$cdfields[] = $f;
}
elseif ( $f['type'] == 'dropdown' )
{
$options = explode( "\n", $f['extra'] );
while ( list( , $opt ) = each( $options ) )
{
$our_opt = explode( "=", $opt );
if ( $our_opt[0] == $f['value'] )
{
$f['options'] .= "";
}
else
{
$f['options'] .= "";
}
}
$cdfields[] = $f;
}
elseif ( $f['type'] == 'checkbox' )
{
$cdfields[] = $f;
}
elseif ( $f['type'] == 'radio' )
{
$options = explode( "\n", $f['extra'] );
while ( list( , $opt ) = each( $options ) )
{
$our_opt = explode( "=", $opt );
if ( $our_opt[0] == $f['value'] )
{
$f['options'] .= " ";
}
else
{
$f['options'] .= " ";
}
}
$cdfields[] = $f;
}
}
$optional = ""; // Reset
$f['options'] = ""; // Reset
}
}
#=============================
# Do Output
#=============================
if ( $error )
{
$error = "". $error ."
";
$subject = $this->ifthd->input['subject'];
$priority = $this->ifthd->input['priority'];
$message = $this->ifthd->input['message'];
}
else
{
$subject = $t['subject'];
$priority = $t['priority'];
$message = $t['message'];
}
$this->output = "
{$error}
Editing Ticket: ". $t['subject'] ."
";
$this->ifthd->skin->add_output( $this->output );
$this->nav = array(
"Management",
"Tickets",
$t['subject'],
"Edit Ticket",
);
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => 'Manage Tickets' ) );
#=============================
# Do Output
#=============================
if ( $error )
{
$this->ifthd->core->template->set_var( 'error', $this->ifthd->lang[ 'err_'. $error ] );
}
$this->ifthd->core->template->set_var( 't', $t );
$this->nav = array(
"{$this->ifthd->lang['tickets']}",
$t['subject'],
$this->ifthd->lang['edit'],
);
$this->ifthd->core->template->set_var( 'sub_tpl', 'tck_edit.tpl' );
$this->ifthd->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->ifthd->lang['tickets'] .' :: '. $t['subject'] .' :: '. $this->ifthd->lang['edit'] ) );
}
#=======================================
# @ Do Edit Ticket
# Edit the damn ticket.
#=======================================
function do_edit_ticket()
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( ! $this->ifthd->input['subject'] )
{
$this->edit_ticket('Please enter a subject.');
}
if ( ! $this->ifthd->input['message'] )
{
$this->edit_ticket('Please enter a message.');
}
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( 'id', '=', $this->ifthd->input['id'] ), array( 'did', 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( 'id', '=', $this->ifthd->input['id'] );
}
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'tickets',
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
$t = $this->ifthd->core->db->fetch_row();
#=============================
# Custom Department Fields
#=============================
if ( is_array( $this->ifthd->core->cache['dfields'] ) )
{
$cdfvalues = ""; // Initialize for Security
$cdfields_html = ""; // Initialize for Security
foreach ( $this->ifthd->core->cache['dfields'] as $id => $f )
{
$f_perm = unserialize( $f['departs'] );
if ( $f_perm[ $t['did'] ] )
{
if ( $f['required'] && $f['type'] != 'checkbox' )
{
if ( ! $this->ifthd->input[ 'cdf_'. $f['fkey'] ] )
{
$this->edit_ticket( 'Please enter a value for the field: '. $f['name'] );
}
}
$cdfvalues[ $f['fkey'] ] = $this->ifthd->input[ 'cdf_'. $f['fkey'] ];
}
}
}
#=============================
# Edit Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'subject' => $this->ifthd->input['subject'], 'priority' => $this->ifthd->input['priority'], 'message' => $this->ifthd->input['message'], 'cdfields' => serialize( $cdfvalues ) ),
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Edited Ticket ID #". $t['id'], 1, $t['id'] );
$this->ifthd->log( 'ticket', "Edited Ticket ID #". $t['id'], 1, $t['id'] );
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'], 'ticket_edit_success' );
$this->ifthd->input['message'] = "";
$this->view_ticket( '', '', 'The ticket has been successfully updated.' );
}
#=======================================
# @ Do Edit Reply
# Edit ticket reply.
#=======================================
function do_reply_edit()
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( ! $this->ifthd->member['acp']['manage_ticket_reply'] )
{
$this->ifthd->skin->error('no_perm');
}
$this->ifthd->input['message'] = $this->ifthd->remove_extra_lbs( $this->ifthd->input['message'] );
if ( ! $this->ifthd->input['message'] )
{
$this->edit_reply('Please enter a message.');
}
#=============================
# Grab Reply
#=============================
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 't' => array( 'did', 'dname' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( array( 'r' => 'id' ), '=', $this->ifthd->input['id'] ), array( array( 't' => 'did' ), 'in', $rev_perms, 'and' ) ),
'limit' => array( 0, 1 ),
) );
}
else
{
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 't' => array( 'did', 'dname' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( 'r' => 'id' ), '=', $this->ifthd->input['id'] ),
'limit' => array( 0, 1 ),
) );
}
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_reply');
}
$r = $this->ifthd->core->db->fetch_row();
#=============================
# Update Reply
#=============================
$db_array = array(
'message' => $this->ifthd->input['message'],
'rte' => intval( $this->ifthd->input['rte'] ),
'secret' => intval( $this->ifthd->input['secret'] ),
);
$this->ifthd->core->db->construct( array(
'update' => 'replies',
'set' => $db_array,
'where' => array( 'id', '=', $r['id'] ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Edited Ticket Reply ID #". $r['id'], 1, $r['id'] );
$this->ifthd->log( 'ticket', "Edited Ticket Reply ID #". $r['id'], 1, $r['tid'] );
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $r['tid'] .'#reply'. $r['id'], 'reply_edit_success' );
$this->ifthd->input['id'] = $r['tid'];
$this->ifthd->input['message'] = "";
$this->view_ticket( '', '', 'The reply has been successfully updated.' );
}
#=======================================
# @ Do Delete Reply
# Delete ticket reply.
#=======================================
function do_reply_delete()
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( ! $this->ifthd->member['acp']['manage_ticket_reply'] )
{
$this->ifthd->skin->error('no_perm');
}
#=============================
# Grab Reply
#=============================
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 't' => array( 'did', 'dname' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( array( 'r' => 'id' ), '=', $this->ifthd->input['id'] ), array( array( 't' => 'did' ), 'in', $rev_perms, 'and' ) ),
'limit' => array( 0, 1 ),
) );
}
else
{
$this->ifthd->core->db->construct( array(
'select' => array( 'r' => 'all', 't' => array( 'did', 'dname' ) ),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( 'r' => 'id' ), '=', $this->ifthd->input['id'] ),
'limit' => array( 0, 1 ),
) );
}
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_reply');
}
$r = $this->ifthd->core->db->fetch_row();
#=============================
# Delete Reply
#=============================
$this->ifthd->core->db->construct( array(
'delete' => 'replies',
'where' => array( 'id', '=', $r['id'] ),
'limit' => array( 1 ),
) );
$this->ifthd->core->db->execute();
$this->ifthd->log( 'admin', "Deleted Ticket Reply ID #". $r['id'], 2, $r['id'] );
$this->ifthd->log( 'ticket', "Deleted Ticket Reply ID #". $r['id'], 2, $r['tid'] );
#=============================
# Update Ticket
#=============================
if ( ! $r['secret'] )
{
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'replies' => 'replies-1' ),
'where' => array( 'id', '=', $r['tid'] ),
) );
$this->ifthd->core->db->next_shutdown();
$this->ifthd->core->db->execute();
}
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $r['tid'], 'reply_delete_success' );
$this->ifthd->input['id'] = $r['tid'];
$this->view_ticket( '', 'The reply has been successfully deleted.' );
}
#=======================================
# @ Assign Ticket
# Assign ticket to staff member.
#=======================================
function assign_ticket()
{
#=============================
# Security Checks
#=============================
if ( ! $this->ifthd->member['acp']['manage_ticket_assign_self'] && ! $this->ifthd->member['acp']['manage_ticket_assign_any'] )
{
$this->ifthd->skin->error('no_perm');
}
$this->ifthd->input['tid'] = intval( $this->ifthd->input['tid'] );
$this->ifthd->input['mid'] = intval( $this->ifthd->input['mid'] );
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( 'id', '=', $this->ifthd->input['tid'] ), array( 'did', 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( 'id', '=', $this->ifthd->input['tid'] );
}
$this->ifthd->core->db->construct( array(
'select' => 'all',
'from' => 'tickets',
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
$t = $this->ifthd->core->db->fetch_row();
#=============================
# Grab Staff Member
#=============================
if ( $this->ifthd->input['mid'] )
{
if ( $this->ifthd->member['id'] == $this->ifthd->input['mid'] )
{
$assign_mid = $this->ifthd->member['id'];
$assign_mname = $this->ifthd->member['name'];
$assign_count = $this->ifthd->member['assigned'] + 1;
}
else
{
if ( ! $this->ifthd->member['acp']['manage_ticket_assign_any'] )
{
$this->ifthd->skin->error('no_perm');
}
$this->ifthd->core->db->construct( array(
'select' => array( 'm' => array( 'id', 'name', 'assigned' ), 'g' => array( 'g_depart_perm' ) ),
'from' => array( 'm' => 'members' ),
'join' => array( array( 'from' => array( 'g' => 'groups' ), 'where' => array( 'g' => 'g_id', '=', 'm' => 'mgroup' ) ) ),
'where' => array( array( array( 'm' => 'id' ), '=', $this->ifthd->input['mid'] ), array( array( 'g' => 'g_acp_access' ), '=', 1, 'and' ) ),
'limit' => array( 0, 1 ),
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_member');
}
$m = $this->ifthd->core->db->fetch_row();
// Check Permissions
if ( is_array( unserialize( $m['g_depart_perm'] ) ) )
{
$staff_perms = unserialize( $m['g_depart_perm'] );
if ( ! $staff_perms[ $t['did'] ] )
{
$this->ifthd->skin->error('no_member');
}
}
$assign_mid = $m['id'];
$assign_mname = $m['name'];
$assign_count = $m['assigned'] + 1;
}
}
else
{
$assign_mid = 0;
$assign_mname = '';
}
#=============================
# Update Ticket
#=============================
$this->ifthd->core->db->construct( array(
'update' => 'tickets',
'set' => array( 'amid' => $assign_mid, 'amname' => $assign_mname ),
'where' => array( 'id', '=', $t['id'] ),
) );
$this->ifthd->core->db->execute();
if ( $assign_mid )
{
$this->ifthd->log( 'admin', "Assigned Ticket ID #". $t['id'] .": ". $assign_mname, 1, $t['id'] );
$this->ifthd->log( 'ticket', "Assigned Ticket ID #". $t['id'] .": ". $assign_mname, 1, $t['tid'] );
}
else
{
$this->ifthd->log( 'admin', "Unassigned Ticket ID #". $t['id'], 1, $t['id'] );
$this->ifthd->log( 'ticket', "Unassigned Ticket ID #". $t['id'], 1, $t['tid'] );
}
#=============================
# Update Member
#=============================
if ( $assign_mid )
{
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'assigned' => $assign_count ),
'where' => array( 'id', '=', $assign_mid ),
) );
$this->ifthd->core->db->execute();
}
#=============================
# Update Old Member
#=============================
if ( $t['amid'] )
{
$this->ifthd->core->db->next_no_quotes('set');
$this->ifthd->core->db->construct( array(
'update' => 'members',
'set' => array( 'assigned' => 'assigned-1' ),
'where' => array( 'id', '=', $t['amid'] ),
) );
$this->ifthd->core->db->execute();
}
#=============================
# Rebuild Cache
#=============================
$this->ifthd->rebuild_staff_cache();
#=============================
# Redirect
#=============================
#$this->ifthd->skin->redirect( '?section=manage&act=tickets&code=view&id='. $t['id'], 'ticket_edit_success' );
$this->ifthd->input['id'] = $this->ifthd->input['tid'];
if ( $assign_mid )
{
$this->view_ticket( '', '', 'The ticket has been successfully assigned.' );
}
else
{
$this->view_ticket( '', '', 'The ticket has been successfully unassigned.' );
}
}
#=======================================
# @ Sanitize Name
# Remove scary characters. :P
#=======================================
function sanitize_name($name)
{
$name = str_replace( " ", "_", $name );
return ereg_replace( "[^A-Za-z0-9_\.]", "", $name );
}
#=======================================
# @ Download Attachment
# Send the attachment to the browser.
#=======================================
function download_attachment()
{
#=============================
# Security Checks
#=============================
$this->ifthd->input['id'] = intval( $this->ifthd->input['id'] );
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$sql_where = array( array( array( 'a' => 'id' ), '=', $this->ifthd->input['id'] ), array( array( 't' => 'did' ), 'in', $rev_perms, 'and' ) );
}
else
{
$sql_where = array( array( 'a' => 'id' ), '=', $this->ifthd->input['id'] );
}
$this->ifthd->core->db->construct( array(
'select' => array( 'a' => 'all',
't' => array( 'subject' ),
),
'from' => array( 'a' => 'attachments' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'a' => 'tid', '=', 't' => 'id' ) ) ),
'where' => $sql_where,
) );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_attachment');
}
$a = $this->ifthd->core->db->fetch_row();
$file_path = $this->ifthd->core->cache['config']['upload_dir'] .'/'. $a['real_name'];
if ( ! file_exists( $file_path ) )
{
$this->ifthd->skin->error('no_attachment');
$this->ifthd->log( 'error', "Attachment File Not Found ID #". $a['id'], 2, $a['id'] );
}
#=============================
# Send Download
#=============================
if ( $a['mime'] )
{
header("Content-type: {$a['mime']}");
}
else
{
header("Content-type: application/force-download");
}
$show_types = array( 'image/gif', 'image/jpeg', 'image/jpg', 'image/png', 'text/plain', 'text/html' );
if ( ! in_array( $a['mime'], $show_types ) )
{
header("Content-Disposition: attachment; filename={$a['original_name']}");
}
#header("Content-length: ".filesize( $file_path ));
readfile( $file_path );
}
#=======================================
# @ Do Multi
# Do multiple tickets action.
#=======================================
function do_multi()
{
#=============================
# Security Checks
#=============================
if ( ! $this->ifthd->member['acp'][ 'manage_ticket_'. $this->ifthd->input['multi_action'] ] )
{
$this->ifthd->skin->error('no_perm');
}
#=============================
# Department Security
#=============================
$db_array = array(
'select' => array( 'id', 'status' ),
'from' => 'tickets',
);
if ( is_array( unserialize( $this->ifthd->member['g_depart_perm'] ) ) )
{
$rev_perms = array(); // Initialize for Security
foreach( unserialize( $this->ifthd->member['g_depart_perm'] ) as $did => $access )
{
if ( $access == 1 ) $rev_perms[] = $did;
}
$db_array['where'] = array( array( 'did', 'in', $rev_perms ), array( 'id', 'in', unserialize( $this->ifthd->convert_html( $this->ifthd->input['ticket_ids'] ) ), 'and' ) );
}
else
{
$db_array['where'] = array( 'id', 'in', unserialize( $this->ifthd->convert_html( $this->ifthd->input['ticket_ids'] ) ) );
}
#=============================
# Grab Tickets
#=============================
$this->ifthd->core->db->construct( $db_array );
$this->ifthd->core->db->execute();
if ( ! $this->ifthd->core->db->get_num_rows() )
{
$this->ifthd->skin->error('no_ticket');
}
while( $t = $this->ifthd->core->db->fetch_row() )
{
if ( $this->ifthd->input[ 'tcb_'. $t['id'] ] )
{
$do_tickets[ $t['id'] ] = $t;
}
}
if ( ! $do_tickets )
{
$this->ifthd->skin->error('no_mm_tickets');
}
#=============================
# Filter Tickets
#=============================
foreach ( $do_tickets as $tid => $tdata )
{
if ( $this->ifthd->input['multi_action'] == 'hold' )
{
if ( $tdata['status'] != 6 && $tdata['status'] != 3 )
{
$final_tickets[ $tid ] = $tdata;
}
}
elseif ( $this->ifthd->input['multi_action'] == 'close' )
{
if ( $tdata['status'] != 6 )
{
$final_tickets[ $tid ] = $tdata;
}
}
elseif ( $this->ifthd->input['multi_action'] == 'reopen' )
{
if ( $tdata['status'] == 6 )
{
$final_tickets[ $tid ] = $tdata;
}
}
else
{
$final_tickets[ $tid ] = $tdata;
}
}
if ( ! $final_tickets )
{
$this->ifthd->skin->error('no_mm_valid_tickets');
}
#=============================
# Add Another Step? =/
#=============================
if ( $this->ifthd->input['multi_action'] == 'move' )
{
if ( ! $this->ifthd->input['move_to'] )
{
if ( $this->ifthd->input['final'] )
{
$error = "Please select a department.
";
}
$depart_drop = $this->ifthd->build_dprt_drop( 0, 0, 1 );
$raw_ticket_ids = array(); // Initialize for Security
foreach ( $final_tickets as $itid => $itdata )
{
$ticket_ckbxes .= "\n";
$raw_ticket_ids[] = $itid;
}
$this->output = "{$error}Moving Tickets
Attachment