function hesk_processMessage($msg, $ticket, $is_admin, $is_ticket, $just_message, $isForHtml = 0) { global $hesk_settings, $hesklang, $modsForHesk_settings; /* Return just the message without any processing? */ if ($just_message) { return $msg; } // Convert any entities in site title to plain text $hesk_settings['site_title'] = hesk_msgToPlain($hesk_settings['site_title'], 1); /* If it's not a ticket-related mail (like "a new PM") just process quickly */ if (!$is_ticket) { $trackingURL = $hesk_settings['hesk_url'] . '/' . $hesk_settings['admin_dir'] . '/mail.php?a=read&id=' . intval($ticket['id']); $msg = str_replace('%%NAME%%', $ticket['name'], $msg); $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg); $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg); $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg); $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg); if (isset($ticket['message'])) { if ($isForHtml) { $htmlMessage = nl2br($ticket['message']); return str_replace('%%MESSAGE%%', $htmlMessage, $msg); } return str_replace('%%MESSAGE%%', $ticket['message'], $msg); } else { return $msg; } } // Is email required to view ticket (for customers only)? $hesk_settings['e_param'] = $hesk_settings['email_view_ticket'] ? '&e=' . rawurlencode($ticket['email']) : ''; /* Generate the ticket URLs */ $trackingURL = $hesk_settings['hesk_url']; $trackingURL .= $is_admin ? '/' . $hesk_settings['admin_dir'] . '/admin_ticket.php' : '/ticket.php'; $trackingURL .= '?track=' . $ticket['trackid'] . ($is_admin ? '' : $hesk_settings['e_param']) . '&Refresh=' . rand(10000, 99999); /* Set category title */ $ticket['category'] = hesk_msgToPlain(hesk_getCategoryName($ticket['category']), 1); /* Set priority title */ switch ($ticket['priority']) { case 0: $ticket['priority'] = $hesklang['critical']; break; case 1: $ticket['priority'] = $hesklang['high']; break; case 2: $ticket['priority'] = $hesklang['medium']; break; default: $ticket['priority'] = $hesklang['low']; } /* Get owner name */ $ticket['owner'] = hesk_msgToPlain(hesk_getOwnerName($ticket['owner']), 1); /* Set status */ $statusRs = hesk_dbQuery("SELECT `Key` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` WHERE `ID` = " . $ticket['status']); $row = hesk_dbFetchAssoc($statusRs); $ticket['status'] = $hesklang[$row['Key']]; /* Replace all special tags */ $msg = str_replace('%%NAME%%', $ticket['name'], $msg); $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg); $msg = str_replace('%%TRACK_ID%%', $ticket['trackid'], $msg); $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg); $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg); $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg); $msg = str_replace('%%CATEGORY%%', $ticket['category'], $msg); $msg = str_replace('%%PRIORITY%%', $ticket['priority'], $msg); $msg = str_replace('%%OWNER%%', $ticket['owner'], $msg); $msg = str_replace('%%STATUS%%', $ticket['status'], $msg); $msg = str_replace('%%EMAIL%%', $ticket['email'], $msg); $msg = str_replace('%%CREATED%%', $ticket['dt'], $msg); $msg = str_replace('%%UPDATED%%', $ticket['lastchange'], $msg); $msg = str_replace('%%ID%%', $ticket['id'], $msg); /* All custom fields */ foreach ($hesk_settings['custom_fields'] as $k => $v) { if ($v['use']) { if ($v['type'] == 'checkbox') { $ticket[$k] = str_replace("<br />", "\n", $ticket[$k]); } $msg = str_replace('%%' . strtoupper($k) . '%%', stripslashes($ticket[$k]), $msg); } else { $msg = str_replace('%%' . strtoupper($k) . '%%', '', $msg); } } // Is message tag in email template? if (strpos($msg, '%%MESSAGE%%') !== false) { // Replace message if ($isForHtml) { $htmlMessage = nl2br($ticket['message']); $msg = str_replace('%%MESSAGE%%', $htmlMessage, $msg); } else { $msg = str_replace('%%MESSAGE%%', $ticket['message'], $msg); } // Add direct links to any attachments at the bottom of the email message OR add them as attachments, depending on the settings // if ($modsForHesk_settings['attachments'] == 'inline' (other is 'attachment') {...} if ($hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) { if (!$modsForHesk_settings['attachments']) { if ($isForHtml) { $msg .= "<br><br><br>" . $hesklang['fatt']; } else { $msg .= "\n\n\n" . $hesklang['fatt']; } $att = explode(',', substr($ticket['attachments'], 0, -1)); foreach ($att as $myatt) { list($att_id, $att_name, $saved_name) = explode('#', $myatt); if ($isForHtml) { $msg .= "<br><br>" . $att_name . "<br>"; } else { $msg .= "\n\n" . $att_name . "\n"; } $msg .= $hesk_settings['hesk_url'] . '/download_attachment.php?att_id=' . $att_id . '&track=' . $ticket['trackid'] . $hesk_settings['e_param']; } } // If attachments setting is set to 1, we'll add the attachments separately later; otherwise we'll duplicate the number of attachments. } // For customer notifications: if we allow email piping/pop 3 fetching and // stripping quoted replies add an "reply above this line" tag if (!$is_admin && ($hesk_settings['email_piping'] || $hesk_settings['pop3']) && $hesk_settings['strip_quoted']) { $msg = $hesklang['EMAIL_HR'] . "\n\n" . $msg; } } return $msg; }
<tr> <td>' . $hesklang['ticket_status'] . ':</td> <td>' . $ticket['status'] . '</td> </tr> <tr> <td>' . $hesklang['created_on'] . ':</td> <td>' . $ticket['dt'] . '</td> </tr> <tr> <td>' . $hesklang['last_update'] . ':</td> <td>' . $ticket['lastchange'] . '</td> </tr> '; // Assigned to? if ($ticket['owner'] && !empty($_SESSION['id'])) { $ticket['owner'] = hesk_getOwnerName($ticket['owner']); echo ' <tr> <td>' . $hesklang['taso3'] . '</td> <td>' . $ticket['owner'] . '</td> </tr> '; } // Continue with ticket head echo ' <tr> <td>' . $hesklang['last_replier'] . ':</td> <td>' . $ticket['repliername'] . '</td> </tr> <tr> <td>' . $hesklang['category'] . ':</td>
function hesk_getEmailMessage($eml_file, $ticket, $is_admin = 0, $is_ticket = 1, $just_message = 0) { global $hesk_settings, $hesklang; // Demo mode if (defined('HESK_DEMO')) { return ''; } /* Get list of valid emails */ $valid_emails = hesk_validEmails(); /* Verify this is a valid email include */ if (!isset($valid_emails[$eml_file])) { hesk_error($hesklang['inve']); } /* Get email template */ $eml_file = 'language/' . $hesk_settings['languages'][$hesk_settings['language']]['folder'] . '/emails/' . $eml_file . '.txt'; if (file_exists(HESK_PATH . $eml_file)) { $msg = file_get_contents(HESK_PATH . $eml_file); } else { hesk_error($hesklang['emfm'] . ': ' . $eml_file); } /* Return just the message without any processing? */ if ($just_message) { return $msg; } // Convert any entities in site title to plain text $hesk_settings['site_title'] = hesk_msgToPlain($hesk_settings['site_title'], 1); /* If it's not a ticket-related mail (like "a new PM") just process quickly */ if (!$is_ticket) { $trackingURL = $hesk_settings['hesk_url'] . '/' . $hesk_settings['admin_dir'] . '/mail.php?a=read&id=' . intval($ticket['id']); $msg = str_replace('%%NAME%%', $ticket['name'], $msg); $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg); $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg); $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg); $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg); if (isset($ticket['message'])) { return str_replace('%%MESSAGE%%', $ticket['message'], $msg); } else { return $msg; } } // Is email required to view ticket (for customers only)? $hesk_settings['e_param'] = $hesk_settings['email_view_ticket'] ? '&e=' . rawurlencode($ticket['email']) : ''; /* Generate the ticket URLs */ $trackingURL = $hesk_settings['hesk_url']; $trackingURL .= $is_admin ? '/' . $hesk_settings['admin_dir'] . '/admin_ticket.php' : '/ticket.php'; $trackingURL .= '?track=' . $ticket['trackid'] . ($is_admin ? '' : $hesk_settings['e_param']) . '&Refresh=' . rand(10000, 99999); /* Set category title */ $ticket['category'] = hesk_msgToPlain(hesk_getCategoryName($ticket['category']), 1); /* Set priority title */ switch ($ticket['priority']) { case 0: $ticket['priority'] = $hesklang['critical']; break; case 1: $ticket['priority'] = $hesklang['high']; break; case 2: $ticket['priority'] = $hesklang['medium']; break; default: $ticket['priority'] = $hesklang['low']; } /* Get owner name */ $ticket['owner'] = hesk_msgToPlain(hesk_getOwnerName($ticket['owner']), 1); /* Set status */ switch ($ticket['status']) { case 1: $ticket['status'] = $hesklang['wait_reply']; break; case 2: $ticket['status'] = $hesklang['replied']; break; case 3: $ticket['status'] = $hesklang['closed']; break; case 4: $ticket['status'] = $hesklang['in_progress']; break; case 5: $ticket['status'] = $hesklang['on_hold']; break; default: $ticket['status'] = $hesklang['open']; } /* Replace all special tags */ $msg = str_replace('%%NAME%%', $ticket['name'], $msg); $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg); $msg = str_replace('%%TRACK_ID%%', $ticket['trackid'], $msg); $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg); $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg); $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg); $msg = str_replace('%%CATEGORY%%', $ticket['category'], $msg); $msg = str_replace('%%PRIORITY%%', $ticket['priority'], $msg); $msg = str_replace('%%OWNER%%', $ticket['owner'], $msg); $msg = str_replace('%%STATUS%%', $ticket['status'], $msg); $msg = str_replace('%%EMAIL%%', $ticket['email'], $msg); $msg = str_replace('%%CREATED%%', $ticket['dt'], $msg); $msg = str_replace('%%UPDATED%%', $ticket['lastchange'], $msg); $msg = str_replace('%%ID%%', $ticket['id'], $msg); /* All custom fields */ foreach ($hesk_settings['custom_fields'] as $k => $v) { if ($v['use']) { if ($v['type'] == 'checkbox') { $ticket[$k] = str_replace("<br />", "\n", $ticket[$k]); } $msg = str_replace('%%' . strtoupper($k) . '%%', stripslashes($ticket[$k]), $msg); } else { $msg = str_replace('%%' . strtoupper($k) . '%%', '', $msg); } } // Is message tag in email template? if (strpos($msg, '%%MESSAGE%%') !== false) { // Replace message $msg = str_replace('%%MESSAGE%%', $ticket['message'], $msg); // Add direct links to any attachments at the bottom of the email message if ($hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) { $msg .= "\n\n\n" . $hesklang['fatt']; $att = explode(',', substr($ticket['attachments'], 0, -1)); foreach ($att as $myatt) { list($att_id, $att_name) = explode('#', $myatt); $msg .= "\n\n" . $att_name . "\n" . $hesk_settings['hesk_url'] . '/download_attachment.php?att_id=' . $att_id . '&track=' . $ticket['trackid'] . $hesk_settings['e_param']; } } // For customer notifications: if we allow email piping/pop 3 fetching and // stripping quoted replies add an "reply above this line" tag if (!$is_admin && ($hesk_settings['email_piping'] || $hesk_settings['pop3']) && $hesk_settings['strip_quoted']) { $msg = $hesklang['EMAIL_HR'] . "\n\n" . $msg; } } return $msg; }