hesk_removeAttachments($attachments);
}
$hesk_error_buffer = $hesklang['pcer'] . '<br /><br /><ul>' . $tmp . '</ul>';
hesk_process_messages($hesk_error_buffer, 'index.php?a=add');
}
$tmpvar['message'] = hesk_makeURL($tmpvar['message']);
$tmpvar['message'] = nl2br($tmpvar['message']);
// Track suggested knowledgebase articles
if ($hesk_settings['kb_enable'] && $hesk_settings['kb_recommendanswers'] && isset($_POST['suggested']) && is_array($_POST['suggested'])) {
$tmpvar['articles'] = implode(',', array_unique(array_map('intval', $_POST['suggested'])));
}
// All good now, continue with ticket creation
$tmpvar['owner'] = 0;
$tmpvar['history'] = sprintf($hesklang['thist15'], hesk_date(), $tmpvar['name']);
// Auto assign tickets if aplicable
$autoassign_owner = hesk_autoAssignTicket($tmpvar['category']);
if ($autoassign_owner) {
$tmpvar['owner'] = $autoassign_owner['id'];
$tmpvar['history'] .= sprintf($hesklang['thist10'], hesk_date(), $autoassign_owner['name'] . ' (' . $autoassign_owner['user'] . ')');
}
// Insert attachments
if ($hesk_settings['attachments']['use'] && !empty($attachments)) {
foreach ($attachments as $myatt) {
hesk_dbQuery("INSERT INTO `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('" . hesk_dbEscape($tmpvar['trackid']) . "','" . hesk_dbEscape($myatt['saved_name']) . "','" . hesk_dbEscape($myatt['real_name']) . "','" . intval($myatt['size']) . "')");
$tmpvar['attachments'] .= hesk_dbInsertID() . '#' . $myatt['real_name'] . ',';
}
}
// Insert ticket to database
$ticket = hesk_newTicket($tmpvar);
//insert to ERP
//////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////
function hesk_email2ticket($results, $pop3 = 0, $set_category = 1, $set_priority = -1)
{
global $hesk_settings, $hesklang, $hesk_db_link, $ticket;
// Process "Reply-To:" or "From:" email
$tmpvar['email'] = isset($results['reply-to'][0]['address']) ? hesk_validateEmail($results['reply-to'][0]['address'], 'ERR', 0) : hesk_validateEmail($results['from'][0]['address'], 'ERR', 0);
// Email missing, invalid or banned?
if (!$tmpvar['email'] || hesk_isBannedEmail($tmpvar['email'])) {
return hesk_cleanExit();
}
// Process "Reply-To:" or "From:" name, convert to UTF-8, set to "[Customer]" if not set
if (isset($results['reply-to'][0]['name']) && strlen($results['reply-to'][0]['name'])) {
$tmpvar['name'] = $results['reply-to'][0]['name'];
if (!empty($results['reply-to'][0]['encoding'])) {
$tmpvar['name'] = hesk_encodeUTF8($tmpvar['name'], $results['reply-to'][0]['encoding']);
}
} else {
$tmpvar['name'] = isset($results['from'][0]['name']) ? $results['from'][0]['name'] : $hesklang['pde'];
if (!empty($results['from'][0]['encoding'])) {
$tmpvar['name'] = hesk_encodeUTF8($tmpvar['name'], $results['from'][0]['encoding']);
}
}
$tmpvar['name'] = hesk_input($tmpvar['name'], '', '', 1, 50) or $tmpvar['name'] = $hesklang['pde'];
// Process "To:" email (not yet implemented, for future use)
// $tmpvar['to_email'] = hesk_validateEmail($results['to'][0]['address'],'ERR',0);
// Process email subject, convert to UTF-8, set to "[Piped email]" if none set
$tmpvar['subject'] = isset($results['subject']) ? $results['subject'] : $hesklang['pem'];
if (!empty($results['subject_encoding'])) {
$tmpvar['subject'] = hesk_encodeUTF8($tmpvar['subject'], $results['subject_encoding']);
}
$tmpvar['subject'] = hesk_input($tmpvar['subject'], '', '', 1, 70) or $tmpvar['subject'] = $hesklang['pem'];
// Process email message, convert to UTF-8
$tmpvar['message'] = isset($results['message']) ? $results['message'] : '';
if (!empty($results['encoding'])) {
$tmpvar['message'] = hesk_encodeUTF8($tmpvar['message'], $results['encoding']);
}
$tmpvar['message'] = hesk_input($tmpvar['message'], '', '', 1);
// Message missing?
if (strlen($tmpvar['message']) == 0) {
// Message required? Ignore this email.
if ($hesk_settings['eml_req_msg']) {
return hesk_cleanExit();
}
// Message not required? Assign a default message
$tmpvar['message'] = $hesklang['def_msg'];
// Track duplicate emails based on subject
$message_hash = md5($tmpvar['subject']);
} else {
$message_hash = md5($tmpvar['message']);
}
// Strip quoted reply from email
$tmpvar['message'] = hesk_stripQuotedText($tmpvar['message']);
// Convert URLs to links, change newlines to <br />
$tmpvar['message'] = hesk_makeURL($tmpvar['message']);
$tmpvar['message'] = nl2br($tmpvar['message']);
# For debugging purposes
# die( bin2hex($tmpvar['message']) );
# die($tmpvar['message']);
// Try to detect "delivery failed" and "noreply" emails - ignore if detected
if (hesk_isReturnedEmail($tmpvar)) {
return hesk_cleanExit();
}
// Check for email loops
if (hesk_isEmailLoop($tmpvar['email'], $message_hash)) {
return hesk_cleanExit();
}
// OK, everything seems OK. Now determine if this is a reply to a ticket or a new ticket
if (preg_match('/\\[#([A-Z0-9]{3}\\-[A-Z0-9]{3}\\-[A-Z0-9]{4})\\]/', str_replace(' ', '', $tmpvar['subject']), $matches)) {
// We found a possible tracking ID
$tmpvar['trackid'] = $matches[1];
// Does it match one in the database?
$res = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` WHERE `trackid`='" . hesk_dbEscape($tmpvar['trackid']) . "' LIMIT 1");
if (hesk_dbNumRows($res)) {
$ticket = hesk_dbFetchAssoc($res);
// Do email addresses match?
if (strpos(strtolower($ticket['email']), strtolower($tmpvar['email'])) === false) {
$tmpvar['trackid'] = '';
}
// Is this ticket locked? Force create a new one if it is
if ($ticket['locked']) {
$tmpvar['trackid'] = '';
}
} else {
$tmpvar['trackid'] = '';
}
}
// If tracking ID is empty, generate a new one
if (empty($tmpvar['trackid'])) {
$tmpvar['trackid'] = hesk_createID();
$is_reply = 0;
} else {
$is_reply = 1;
}
// Process attachments
$tmpvar['attachmment_notices'] = '';
$tmpvar['attachments'] = '';
$num = 0;
if ($hesk_settings['attachments']['use'] && isset($results['attachments'][0])) {
foreach ($results['attachments'] as $k => $v) {
// Clean attachment names
$myatt['real_name'] = hesk_cleanFileName($v['orig_name']);
// Check number of attachments, delete any over max number
if ($num >= $hesk_settings['attachments']['max_number']) {
$tmpvar['attachmment_notices'] .= sprintf($hesklang['attnum'], $myatt['real_name']) . "\n";
continue;
}
// Check file extension
$ext = strtolower(strrchr($myatt['real_name'], "."));
if (!in_array($ext, $hesk_settings['attachments']['allowed_types'])) {
$tmpvar['attachmment_notices'] .= sprintf($hesklang['atttyp'], $myatt['real_name']) . "\n";
continue;
}
// Check file size
$myatt['size'] = $v['size'];
if ($myatt['size'] > $hesk_settings['attachments']['max_size']) {
$tmpvar['attachmment_notices'] .= sprintf($hesklang['attsiz'], $myatt['real_name']) . "\n";
continue;
}
// Generate a random file name
$useChars = 'AEUYBDGHJLMNPQRSTVWXZ123456789';
$tmp = $useChars[mt_rand(0, 29)];
for ($j = 1; $j < 10; $j++) {
$tmp .= $useChars[mt_rand(0, 29)];
}
$myatt['saved_name'] = substr($tmpvar['trackid'] . '_' . md5($tmp . $myatt['real_name']), 0, 200) . $ext;
// Rename the temporary file
rename($v['stored_name'], HESK_PATH . $hesk_settings['attach_dir'] . '/' . $myatt['saved_name']);
// Insert into database
hesk_dbQuery("INSERT INTO `" . hesk_dbEscape($hesk_settings['db_pfix']) . "attachments` (`ticket_id`,`saved_name`,`real_name`,`size`) VALUES ('" . hesk_dbEscape($tmpvar['trackid']) . "','" . hesk_dbEscape($myatt['saved_name']) . "','" . hesk_dbEscape($myatt['real_name']) . "','" . intval($myatt['size']) . "')");
$tmpvar['attachments'] .= hesk_dbInsertID() . '#' . $myatt['real_name'] . ',';
$num++;
}
if (strlen($tmpvar['attachmment_notices'])) {
$tmpvar['message'] .= "<br /><br />" . hesk_input($hesklang['attrem'], '', '', 1) . "<br />" . nl2br(hesk_input($tmpvar['attachmment_notices'], '', '', 1));
}
}
// Delete the temporary files
deleteAll($results['tempdir']);
// If this is a reply add a new reply
if ($is_reply) {
// Set last replier name to customer name
$ticket['lastreplier'] = $tmpvar['name'] == $hesklang['pde'] ? $tmpvar['email'] : $tmpvar['name'];
// If staff hasn't replied yet, keep ticket status "New", otherwise set it to "Waiting reply from staff"
$ticket['status'] = $ticket['status'] ? 1 : 0;
// Update ticket as necessary
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `lastchange`=NOW(),`status`='{$ticket['status']}',`replies`=`replies`+1,`lastreplier`='0' WHERE `id`='" . intval($ticket['id']) . "' LIMIT 1");
// If customer replied, we assume staff replies have been read (no way to be sure if ticket.php hasn't been opened)
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` SET `read` = '1' WHERE `replyto` = '" . intval($ticket['id']) . "' AND `staffid` != '0' ");
// Insert reply into database
hesk_dbQuery("INSERT INTO `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` (`replyto`,`name`,`message`,`dt`,`attachments`) VALUES ('" . intval($ticket['id']) . "','" . hesk_dbEscape($ticket['lastreplier']) . "','" . hesk_dbEscape($tmpvar['message']) . "',NOW(),'" . hesk_dbEscape($tmpvar['attachments']) . "')");
// --> Prepare reply message
// 1. Generate the array with ticket info that can be used in emails
$info = array('email' => $ticket['email'], 'category' => $ticket['category'], 'priority' => $ticket['priority'], 'owner' => $ticket['owner'], 'trackid' => $ticket['trackid'], 'status' => $ticket['status'], 'name' => $ticket['name'], 'lastreplier' => $ticket['lastreplier'], 'subject' => $ticket['subject'], 'message' => stripslashes($tmpvar['message']), 'attachments' => $tmpvar['attachments'], 'dt' => hesk_date($ticket['dt'], true), 'lastchange' => hesk_date($ticket['lastchange'], true), 'id' => $ticket['id']);
// 2. Add custom fields to the array
foreach ($hesk_settings['custom_fields'] as $k => $v) {
$info[$k] = $v['use'] ? $ticket[$k] : '';
}
// 3. Make sure all values are properly formatted for email
$ticket = hesk_ticketToPlain($info, 1, 0);
// --> Process custom fields before sending
foreach ($hesk_settings['custom_fields'] as $k => $v) {
$ticket[$k] = $v['use'] ? hesk_msgToPlain($ticket[$k], 1) : '';
}
// --> If ticket is assigned just notify the owner
if ($ticket['owner']) {
hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');
} else {
hesk_notifyStaff('new_reply_by_customer', "`notify_reply_unassigned`='1'");
}
return $ticket['trackid'];
}
// END REPLY
// Not a reply, but a new ticket. Add it to the database
$tmpvar['category'] = $set_category;
$tmpvar['priority'] = $set_priority < 0 ? hesk_getCategoryPriority($tmpvar['category']) : $set_priority;
$_SERVER['REMOTE_ADDR'] = $hesklang['unknown'];
// Auto assign tickets if aplicable
$tmpvar['owner'] = 0;
$tmpvar['history'] = $pop3 ? sprintf($hesklang['thist16'], hesk_date()) : sprintf($hesklang['thist11'], hesk_date());
$tmpvar['openedby'] = $pop3 ? -2 : -1;
$autoassign_owner = hesk_autoAssignTicket($tmpvar['category']);
#print_r($autoassign_owner);
if ($autoassign_owner) {
$tmpvar['owner'] = $autoassign_owner['id'];
$tmpvar['history'] .= sprintf($hesklang['thist10'], hesk_date(), $autoassign_owner['name'] . ' (' . $autoassign_owner['user'] . ')');
}
// Custom fields will be empty as there is no reliable way of detecting them
foreach ($hesk_settings['custom_fields'] as $k => $v) {
$tmpvar[$k] = '';
}
// Insert ticket to database
$ticket = hesk_newTicket($tmpvar);
// Notify the customer
if ($hesk_settings['notify_new']) {
$possible_SPAM = false;
// Do we need to check subject for SPAM tags?
if ($hesk_settings['notify_skip_spam']) {
foreach ($hesk_settings['notify_spam_tags'] as $tag) {
if (strpos($tmpvar['subject'], $tag) !== false) {
$possible_SPAM = true;
break;
}
}
}
// SPAM tags not found or not checked, send email
if ($possible_SPAM === false) {
hesk_notifyCustomer();
}
}
// Need to notify staff?
// --> From autoassign?
if ($tmpvar['owner'] && $autoassign_owner['notify_assigned']) {
hesk_notifyAssignedStaff($autoassign_owner, 'ticket_assigned_to_you');
} elseif (!$tmpvar['owner']) {
hesk_notifyStaff('new_ticket_staff', " `notify_new_unassigned` = '1' ");
}
return $ticket['trackid'];
}
} else {
$res = hesk_dbQuery("SELECT `isadmin`,`categories` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` WHERE `id`='" . intval($ticket['owner']) . "' LIMIT 1");
if (hesk_dbNumRows($res) != 1) {
$need_to_reassign = 1;
} else {
$tmp = hesk_dbFetchAssoc($res);
if (!hesk_okCategory($category, 0, $tmp['isadmin'], explode(',', $tmp['categories']))) {
$need_to_reassign = 1;
}
}
}
}
/* Reassign automatically if possible */
if ($need_to_reassign || !$ticket['owner']) {
$need_to_reassign = 1;
$autoassign_owner = hesk_autoAssignTicket($category);
if ($autoassign_owner) {
$ticket['owner'] = $autoassign_owner['id'];
$history .= sprintf($hesklang['thist10'], hesk_date(), $autoassign_owner['name'] . ' (' . $autoassign_owner['user'] . ')');
} else {
$ticket['owner'] = 0;
}
}
hesk_dbQuery("UPDATE `" . hesk_dbEscape($hesk_settings['db_pfix']) . "tickets` SET `category`='" . intval($category) . "', `owner`='" . intval($ticket['owner']) . "' , `history`=CONCAT(`history`,'" . hesk_dbEscape($history) . "') WHERE `trackid`='" . hesk_dbEscape($trackingID) . "' LIMIT 1");
$ticket['category'] = $category;
/* --> Prepare message */
// 1. Generate the array with ticket info that can be used in emails
$info = array('email' => $ticket['email'], 'category' => $ticket['category'], 'priority' => $ticket['priority'], 'owner' => $ticket['owner'], 'trackid' => $ticket['trackid'], 'status' => $ticket['status'], 'name' => $ticket['name'], 'lastreplier' => $ticket['lastreplier'], 'subject' => $ticket['subject'], 'message' => $ticket['message'], 'attachments' => $ticket['attachments'], 'dt' => hesk_date($ticket['dt']), 'lastchange' => hesk_date($ticket['lastchange']));
// 2. Add custom fields to the array
foreach ($hesk_settings['custom_fields'] as $k => $v) {
$info[$k] = $v['use'] ? $ticket[$k] : '';
