<?php

/*******************************************************************************

* Title: Help Desk Software HESK

* Version: 2.6.2 from 18th March 2015

* Author: Klemen Stirn

* Website: http://www.hesk.com

********************************************************************************

* COPYRIGHT AND TRADEMARK NOTICE

* Copyright 2005-2015 Klemen Stirn. All Rights Reserved.

* HESK is a registered trademark of Klemen Stirn.

* The HESK may be used and modified free of charge by anyone

* AS LONG AS COPYRIGHT NOTICES AND ALL THE COMMENTS REMAIN INTACT.

* By using this code you agree to indemnify Klemen Stirn from any

* liability that might arise from it's use.

* Selling the code for this program, in part or full, without prior

* written consent is expressly forbidden.

* Using this code, in part or full, to create derivate work,

* new scripts or products is expressly forbidden. Obtain permission

* before redistributing this software over the Internet or in

* any other medium. In all cases copyright and header must remain intact.

* This Copyright is in full effect in any country that has International

* Trade Agreements with the United States of America or

* with the European Union.

* Removing any of the copyright notices without purchasing a license

* is expressly forbidden. To remove HESK copyright notice you must purchase

* a license for this script. For more information on how to obtain

* a license please visit the page below:

* https://www.hesk.com/buy.php

*******************************************************************************/

define('IN_SCRIPT',1);

define('HESK_PATH','./');

define('HESK_NO_ROBOTS',1);

/* Get all the required files and functions */

require(HESK_PATH . 'hesk_settings.inc.php');

require(HESK_PATH . 'inc/common.inc.php');

// Are we in maintenance mode?

hesk_check_maintenance();

hesk_load_database_functions();

session_start();

$hesk_error_buffer = array();

$do_remember = '';

$display = 'none';

/* Was this accessed by the form or link? */

$is_form = isset($_GET['f']) ? 1 : 0;

/* Get the tracking ID */

$trackingID = hesk_cleanID();

/* Email required to view ticket? */

$my_email = hesk_getCustomerEmail(1);

/* A message from ticket reminder? */

if ( ! empty($_GET['remind']) )

{

$display = 'block';

print_form();

}

/* 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();

}

/* Connect to database */

hesk_dbConnect();

/* Limit brute force attempts */

//hesk_limitBfAttempts(); //Ermedita - reply ticket pa limit

/* Get ticket info */

$res = hesk_dbQuery( "SELECT `t1`.* , `t2`.name AS `repliername` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` AS `t1` 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 ( ! empty($_GET['r']) )

{

setcookie('hesk_myemail', $my_email, strtotime('+1 year'));

$do_remember = ' checked="checked" ';

}

elseif ( isset($_COOKIE['hesk_myemail']) )

{

setcookie('hesk_myemail', '');

}

}

/* Set last replier name */

if ($ticket['lastreplier'])

{

if (empty($ticket['repliername']))

{

$ticket['repliername'] = $hesklang['staff'];

}

}

else

{

$ticket['repliername'] = $ticket['name'];

}

/* 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');

?>

<nav class="row navbar navbar-default" id="showTopBar-indexPhp">

<div class="menu-wrapper">

<div class="container showTopBar"><?php hesk_showTopBar($hesk_settings['hesk_title']); ?></div>

</div>

</nav>

<nav class="row navbar userMenu">

<div class="container">

<div class="collapse navbar-collapse">

<ul class="nav navbar-nav">

<li id="userMenu-home"><a href="index.php"><?php echo $hesklang['main_page']; ?></a></li>

<li id="userMenu-submitTicket"><a href="index.php?a=add"><?php echo $hesklang['submit_tick']; ?></a></li>

<li id="client-username"><a href="client_profile.php"><?php echo $hesklang['hello']; ?><?php if (isset($_SESSION['id']['user']) && $_SESSION['id']['user'] ) {echo $_SESSION['id']['user']; }?></a></li>

<li id="userMenu-logout"><a href="logout.php"><?php echo $hesklang['logout']; ?></a></li>

</ul>

</div><!--/.nav-collapse -->

</div>

</nav>

<!--$hesklang['cid'].': '.$trackingID-->

<br/>

<div class="container siteUrl-title-ticketPhp">

<div class="form-inline">

<span><a href="<?php echo $hesk_settings['site_url']; ?>" class="smaller"><?php echo $hesk_settings['site_title']; ?></a> &gt;

<a href="<?php echo $hesk_settings['hesk_url']; ?>" class="smaller"><?php echo $hesk_settings['hesk_title']; ?></a>

&gt; <?php echo $hesklang['your_ticket']; ?></span>

</div>

</div><!-- end siteUrl-title-ticketPhp -->

<br/>

<?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>&nbsp;</p> ';

unset($_SESSION['force_form_top']);

}

?>

<br/>

<div class="container col-sm-8 col-sm-offset-2 ticket-name"><h3><?php echo $ticket['name']; ?></h3></div>

<div class="conatiner col-sm-8 col-sm-offset-2 start-helpDesk-ticket">

<div class="row ticket-head-info">

<div>

&nbsp;

<div>

<!-- START TICKET HEAD -->

<div class="container ticket-head-info">

<?php

if ($hesk_settings['sequential'])

{

echo '<div class="row">

<label class="col-sm-2">'.$hesklang['seqid'].': </label>

<span>' .$ticket['id'].'</span>

</div>';

}

else

{

echo '<div class="row">

<label class="col-sm-2">'.$hesklang['seqid'].': </label>

<span>'.$ticket['id'].'</span>

</div>';

}

echo '

<div class="row">

<label class="col-sm-2">'.$hesklang['ticket_status'].': </label>

<span>';

$close_link = $hesk_settings['custclose'] ? ' [<a class="" href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&amp;s=3&amp;Refresh='.rand(10000,99999).'&amp;token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]' : '';

switch ($ticket['status'])

{

case 0:

echo '<font class="open">'.$hesklang['open'].'</font>' . $close_link;

break;

case 1:

echo '<font class="replied">'.$hesklang['wait_staff_reply'].'</font>' . $close_link;

break;

case 2:

echo '<font class="waitingreply">'.$hesklang['wait_cust_reply'].'</font>' . $close_link;

break;

case 4:

echo '<font class="inprogress">'.$hesklang['in_progress'].'</font>' . $close_link;

break;

case 5:

echo '<font class="onhold">'.$hesklang['on_hold'].'</font>' . $close_link;

break;

default:

echo '<font class="resolved">'.$hesklang['closed'].'</font>';

if ($ticket['locked'] != 1 && $hesk_settings['custopen'])

{

echo ' [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&amp;s=2&amp;Refresh='.rand(10000,99999).'&amp;token='.hesk_token_echo(0).'">'.$hesklang['open_action'].'</a>]';

}

}

echo '</span>

</div>

<div class="row">

<label class="col-sm-2">'.$hesklang['created_on'].': </label>

<span>'.hesk_date($ticket['dt'], true).'</span>

</div>

<div class="row">

<label class="col-sm-2">'.$hesklang['last_update'].': </label>

<span>'.hesk_date($ticket['lastchange'], true).'</span>

</div>

<div class="row">

<label class="col-sm-2">'.$hesklang['last_replier'].': </label>

<span>'.$ticket['repliername'].'</span>

</div>

<div class="row">

<label class="col-sm-2">'.$hesklang['category'].': </label>

<span>'.$category['name'].'</span>

</div>

<div class="row">

<label class="col-sm-2">'.$hesklang['replies'].': </label>

<span>'.$replies.'</span>

</div>

';

if ($hesk_settings['cust_urgency'])

{

echo '

<div class="row">

<label class="col-sm-2">'.$hesklang['priority'].': </label>

<span>';

if ($ticket['priority']==0) {echo '<font class="critical">'.$hesklang['critical'].'</font>';}

elseif ($ticket['priority']==1) {echo '<font class="important">'.$hesklang['high'].'</font>';}

elseif ($ticket['priority']==2) {echo '<font class="medium">'.$hesklang['medium'].'</font>';}

else {echo $hesklang['low'];}

echo '

</span>

</div>

';

}

?>

</div><!-- end ticket-head-info -->

<!-- END TICKET HEAD -->

</div>

&nbsp;

</div>

</div><!-- end ticket-head-info-ticketPhp -->

<hr />

<?php

// Print "Submit a reply" form?

if ($ticket['locked'] != 1 && $ticket['status'] != 3 && $hesk_settings['reply_top'] == 1)

{

hesk_printCustomerReplyForm();

}

?>

<!-- TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES -->

<div class="row ticket-info-name-dt-email-message">

<div>

&nbsp;

<div>

<!-- START TICKET REPLIES -->

<div class="container">

<?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 = $i ? 'class="ticketalt"' : 'class="ticketrow"';

?>

<div>

<!--<div <?php echo $color; ?>>-->

<div class="name-dt-email-info">

<div class="row">

<label class="col-sm-2 tickettd"><?php echo $hesklang['date']; ?>:</label>

<span class="tickettd"><?php echo hesk_date($ticket['dt'], true); ?></span>

<span id="print-ticketPhp">

<?php echo hesk_getCustomerButtons($i); ?>

</span>

</div>

<div class="row">

<label class="col-sm-2 tickettd"><?php echo $hesklang['name']; ?>:</label>

<span class="tickettd"><?php echo $ticket['name']; ?></span>

</div>

<div class="row">

<label class="col-sm-2 tickettd"><?php echo $hesklang['email']; ?>:</label>

<span class="tickettd"><?php echo $ticket['email']; ?></span>

</div><!-- end name-dt-email-table -->

</div><!-- end name-dt-email-info -->

<?php

/* custom fields before message */

$print_table = 0;

$myclass = ' class="tickettd"';

foreach ($hesk_settings['custom_fields'] as $k=>$v)

{

if ($v['use'] && $v['place']==0)

{

if ($print_table == 0)

{

echo '<div class="custom-fields-before-message">';

$print_table = 1;

}

echo '

<div class="row">

<label class="col-sm-2" '.$myclass.'>'.$v['name'].':</label>

<span'.$myclass.'>'.$ticket[$k].'</span>

</div>

';

}

}

if ($print_table)

{

echo '</div>'; /*end custom-fields-before-message*/

}

?>

<div class="form-inline" id="message_client_ticket">

<label class="col-sm-2 control-label"><?php echo $hesklang['message']; ?>:</label>

<span id="msg-ticketReplies" class="form-control" style="width: 443px; height: 123px;"><?php echo $ticket['message']; ?></span>

</div>

<?php

/* custom fields after message */

$print_table = 0;

$myclass = 'class="tickettd"';

foreach ($hesk_settings['custom_fields'] as $k=>$v)

{

if ($v['use'] && $v['place'])

{

if ($print_table == 0)

{

echo '<div class="custom-fields-after-message">';

$print_table = 1;

}

echo '

<div class="row">

<label class="col-sm-2" '.$myclass.'>'.$v['name'].':</label>

<span '.$myclass.'>'.$ticket[$k].'</span>

</div>

';

}

}

if ($print_table)

{

echo '</div>'; /*end custom-fields-after-message*/

}

/* Print attachments */

hesk_listAttachments($ticket['attachments'], $i);

?>

</div>

<?php

if ( ! $hesk_settings['new_top'])

{

hesk_printCustomerTicketReplies();

}

?>

</div>

<!-- END TICKET REPLIES -->

</div>

&nbsp;

</div>

</div><!-- end ticket-info-name-dt-email-message -->

</div>

<!-- TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES TICKET REPLIES -->

<?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)."')");

}

/* Clear unneeded session variables */

hesk_cleanSessionVars('ticket_message');

require_once(HESK_PATH . 'inc/footer.inc.php');

/*** START FUNCTIONS ***/

function print_form()

} // End print_form()

function hesk_printCustomerReplyForm($reopen=0)

} // End hesk_printCustomerReplyForm()

function hesk_printCustomerTicketReplies()

} // End hesk_printCustomerTicketReplies()

function hesk_listAttachments($attachments='', $white=1)

} // End hesk_listAttachments()

function hesk_getCustomerButtons($white=1)

} // END hesk_getCustomerButtons()

?>