forked from snelweg/hesk
/
ticket.php
872 lines (741 loc) · 27 KB
/
ticket.php
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<?php
/*******************************************************************************
* Title: Help Desk Software HESK
* Version: 2.5.2 from 13th October 2013
* Author: Klemen Stirn
* Website: http://www.hesk.com
********************************************************************************
* COPYRIGHT AND TRADEMARK NOTICE
* Copyright 2005-2013 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');
hesk_load_database_functions();
hesk_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();
/* 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 */
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($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)
{
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($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') )
{
$ticket['email'] = 'hidden@demo.com';
}
/* Print header */
require_once(HESK_PATH . 'inc/header.inc.php');
?>
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="3"><img src="img/headerleftsm.jpg" width="3" height="25" alt="" /></td>
<td class="headersm"><?php hesk_showTopBar($hesklang['cid'].': '.$trackingID); ?></td>
<td width="3"><img src="img/headerrightsm.jpg" width="3" height="25" alt="" /></td>
</tr>
</table>
<table width="100%" border="0" cellspacing="0" cellpadding="3">
<tr>
<td><span class="smaller"><a href="<?php echo $hesk_settings['site_url']; ?>" class="smaller"><?php echo $hesk_settings['site_title']; ?></a> >
<a href="<?php echo $hesk_settings['hesk_url']; ?>" class="smaller"><?php echo $hesk_settings['hesk_title']; ?></a>
> <?php echo $hesklang['your_ticket']; ?></span></td>
</tr>
</table>
</td>
</tr>
<tr>
<td>
<?php
/* This will handle error, success and notice messages */
hesk_handle_messages();
/*
* If the ticket has been reopened by customer:
* - show the "Add a reply" form on top
* - and ask them why the form has been reopened
*/
if (isset($_SESSION['force_form_top']))
{
hesk_printCustomerReplyForm(1);
echo ' <p> </p> ';
unset($_SESSION['force_form_top']);
}
?>
<h3 style="text-align:center"><?php echo $ticket['subject']; ?></h3>
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="7" height="7"><img src="img/roundcornerslt.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornerstop"></td>
<td><img src="img/roundcornersrt.jpg" width="7" height="7" alt="" /></td>
</tr>
<tr>
<td class="roundcornersleft"> </td>
<td>
<!-- START TICKET HEAD -->
<table border="0" cellspacing="1" cellpadding="1">
<?php
if ($hesk_settings['sequential'])
{
echo '<tr>
<td>'.$hesklang['trackID'].': </td>
<td>'.$trackingID.' ('.$hesklang['seqid'].': '.$ticket['id'].')</td>
</tr>';
}
else
{
echo '<tr>
<td>'.$hesklang['trackID'].': </td>
<td>'.$trackingID.'</td>
</tr>';
}
echo '
<tr>
<td>'.$hesklang['ticket_status'].': </td>
<td>';
$random=rand(10000,99999);
switch ($ticket['status'])
{
case 0:
echo '<font class="open">'.$hesklang['open'].'</font> [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]';
break;
case 1:
echo '<font class="replied">'.$hesklang['wait_staff_reply'].'</font> [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]';
break;
case 2:
echo '<font class="waitingreply">'.$hesklang['wait_cust_reply'].'</font> [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]';
break;
case 4:
echo '<font class="inprogress">'.$hesklang['in_progress'].'</font> [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]';
break;
case 5:
echo '<font class="onhold">'.$hesklang['on_hold'].'</font> [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]';
break;
default:
echo '<font class="resolved">'.$hesklang['closed'].'</font>';
if ($ticket['locked'] != 1 && $hesk_settings['custopen'])
{
echo ' [<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=2&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['open_action'].'</a>]';
}
}
echo '</td>
</tr>
<tr>
<td>'.$hesklang['created_on'].': </td>
<td>'.hesk_date($ticket['dt']).'</td>
</tr>
<tr>
<td>'.$hesklang['last_update'].': </td>
<td>'.hesk_date($ticket['lastchange']).'</td>
</tr>
<tr>
<td>'.$hesklang['last_replier'].': </td>
<td>'.$ticket['repliername'].'</td>
</tr>
<tr>
<td>'.$hesklang['category'].': </td>
<td>'.$category['name'].'</td>
</tr>
<tr>
<td>'.$hesklang['replies'].': </td>
<td>'.$replies.'</td>
</tr>
';
if ($hesk_settings['cust_urgency'])
{
echo '
<tr>
<td>'.$hesklang['priority'].': </td>
<td>';
if ($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 $hesklang['low'];}
echo '
</td>
</tr>
';
}
?>
</table>
<!-- END TICKET HEAD -->
</td>
<td class="roundcornersright"> </td>
</tr>
<tr>
<td><img src="img/roundcornerslb.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornersbottom"></td>
<td width="7" height="7"><img src="img/roundcornersrb.jpg" width="7" height="7" alt="" /></td>
</tr>
</table>
<?php
// Print "Submit a reply" form?
if ($ticket['locked'] != 1 && $ticket['status'] != 3 && $hesk_settings['reply_top'] == 1)
{
hesk_printCustomerReplyForm();
}
?>
<br />
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="7" height="7"><img src="img/roundcornerslt.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornerstop"></td>
<td><img src="img/roundcornersrt.jpg" width="7" height="7" alt="" /></td>
</tr>
<tr>
<td class="roundcornersleft"> </td>
<td>
<!-- START TICKET REPLIES -->
<table border="0" cellspacing="1" cellpadding="1" width="100%">
<?php
if ($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"';
?>
<tr>
<td <?php echo $color; ?>>
<table border="0" cellspacing="0" cellpadding="0" width="100%">
<tr>
<td valign="top">
<table border="0" cellspacing="1">
<tr>
<td class="tickettd"><?php echo $hesklang['date']; ?>:</td>
<td class="tickettd"><?php echo hesk_date($ticket['dt']); ?></td>
</tr>
<tr>
<td class="tickettd"><?php echo $hesklang['name']; ?>:</td>
<td class="tickettd"><?php echo $ticket['name']; ?></td>
</tr>
<tr>
<td class="tickettd"><?php echo $hesklang['email']; ?>:</td>
<td class="tickettd"><?php echo str_replace(array('@','.'),array(' (at) ',' (dot) '),$ticket['email']); ?></td>
</tr>
</table>
</td>
<td style="text-align:right; vertical-align:top;">
<?php echo hesk_getCustomerButtons($i); ?>
</td>
</tr>
</table>
<?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 '<table border="0" cellspacing="1" cellpadding="2">';
$print_table = 1;
}
echo '
<tr>
<td valign="top" '.$myclass.'>'.$v['name'].':</td>
<td valign="top" '.$myclass.'>'.$ticket[$k].'</td>
</tr>
';
}
}
if ($print_table)
{
echo '</table>';
}
?>
<p><b><?php echo $hesklang['message']; ?>:</b></p>
<p><?php echo $ticket['message']; ?><br /> </p>
<?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 '<table border="0" cellspacing="1" cellpadding="2">';
$print_table = 1;
}
echo '
<tr>
<td valign="top" '.$myclass.'>'.$v['name'].':</td>
<td valign="top" '.$myclass.'>'.$ticket[$k].'</td>
</tr>
';
}
}
if ($print_table)
{
echo '</table>';
}
/* Print attachments */
hesk_listAttachments($ticket['attachments'], $i);
?>
</td>
</tr>
<?php
if ( ! $hesk_settings['new_top'])
{
hesk_printCustomerTicketReplies();
}
?>
</table>
<!-- END TICKET REPLIES -->
</td>
<td class="roundcornersright"> </td>
</tr>
<tr>
<td><img src="img/roundcornerslb.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornersbottom"></td>
<td width="7" height="7"><img src="img/roundcornersrb.jpg" width="7" height="7" alt="" /></td>
</tr>
</table>
<?php
/* Print "Submit a reply" form? */
if ($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()
{
global $hesk_settings, $hesklang;
global $hesk_error_buffer, $my_email, $trackingID, $do_remember, $display;
/* Print header */
$hesk_settings['tmp_title'] = $hesk_settings['hesk_title'] . ' - ' . $hesklang['view_ticket'];
require_once(HESK_PATH . 'inc/header.inc.php');
?>
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="3"><img src="img/headerleftsm.jpg" width="3" height="25" alt="" /></td>
<td class="headersm"><?php hesk_showTopBar($hesklang['view_ticket']); ?></td>
<td width="3"><img src="img/headerrightsm.jpg" width="3" height="25" alt="" /></td>
</tr>
</table>
<table width="100%" border="0" cellspacing="0" cellpadding="3">
<tr>
<td><span class="smaller"><a href="<?php echo $hesk_settings['site_url']; ?>" class="smaller"><?php echo $hesk_settings['site_title']; ?></a> >
<a href="<?php echo $hesk_settings['hesk_url']; ?>" class="smaller"><?php echo $hesk_settings['hesk_title']; ?></a>
> <?php echo $hesklang['view_ticket']; ?></span></td>
</tr>
</table>
</td>
</tr>
<tr>
<td>
<br />
<?php
/* This will handle error, success and notice messages */
hesk_handle_messages();
?>
<div align="center">
<table border="0" cellspacing="0" cellpadding="0" width="50%">
<tr>
<td width="7" height="7"><img src="img/roundcornerslt.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornerstop"></td>
<td><img src="img/roundcornersrt.jpg" width="7" height="7" alt="" /></td>
</tr>
<tr>
<td class="roundcornersleft"> </td>
<td>
<form action="ticket.php" method="get" name="form2">
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="1"><img src="img/existingticket.png" alt="" width="60" height="60" /></td>
<td>
<p><b><?php echo $hesklang['view_existing']; ?></a></b></p>
</td>
</tr>
<tr>
<td width="1"> </td>
<td> </td>
</tr>
<tr>
<td width="1"> </td>
<td>
<?php echo $hesklang['ticket_trackID']; ?>: <br /><input type="text" name="track" maxlength="20" size="35" value="<?php echo $trackingID; ?>" /><br />
</td>
</tr>
<?php
$tmp = '';
if ($hesk_settings['email_view_ticket'])
{
$tmp = 'document.form1.email.value=document.form2.e.value;';
?>
<tr>
<td width="1"> </td>
<td>
<?php echo $hesklang['email']; ?>: <br /><input type="text" name="e" size="35" value="<?php echo $my_email; ?>" /><br /> <br />
<label><input type="checkbox" name="r" value="Y" <?php echo $do_remember; ?> /> <?php echo $hesklang['rem_email']; ?></label><br />
</td>
</tr>
<?php
}
?>
<tr>
<td width="1"> </td>
<td><input type="submit" value="<?php echo $hesklang['view_ticket']; ?>" class="orangebutton" onmouseover="hesk_btn(this,'orangebuttonover');" onmouseout="hesk_btn(this,'orangebutton');" /><input type="hidden" name="Refresh" value="<?php echo rand(10000,99999); ?>"><input type="hidden" name="f" value="1"></td>
</tr>
<tr>
<td width="1"> </td>
<td> <br /> <br /><a href="Javascript:void(0)" onclick="javascript:hesk_toggleLayerDisplay('forgot');<?php echo $tmp; ?>"><?php echo $hesklang['forgot_tid'];?></a>
</td>
</tr>
</table>
</form>
<div id="forgot" class="notice" style="display: <?php echo $display; ?>;">
<form action="index.php" method="post" name="form1">
<p><b><?php echo $hesklang['forgot_tid'];?></b><br /> <br /><?php echo $hesklang['tid_mail']; ?><br />
<input type="text" name="email" size="35" value="<?php echo $my_email; ?>" /><input type="hidden" name="a" value="forgot_tid" /><br /> <br />
<input type="submit" value="<?php echo $hesklang['tid_send']; ?>" class="orangebutton" /></p>
</form>
</div>
</td>
<td class="roundcornersright"> </td>
</tr>
<tr>
<td><img src="img/roundcornerslb.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornersbottom"></td>
<td width="7" height="7"><img src="img/roundcornersrb.jpg" width="7" height="7" alt="" /></td>
</tr>
</table>
</div>
<p> </p>
<?php
require_once(HESK_PATH . 'inc/footer.inc.php');
exit();
} // End print_form()
function hesk_printCustomerReplyForm($reopen=0)
{
global $hesklang, $hesk_settings, $trackingID, $my_email;
// Already printed?
if (defined('REPLY_FORM'))
{
return '';
}
?>
<br />
<table width="100%" border="0" cellspacing="0" cellpadding="0">
<tr>
<td width="7" height="7"><img src="img/roundcornerslt.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornerstop"></td>
<td><img src="img/roundcornersrt.jpg" width="7" height="7" alt="" /></td>
</tr>
<tr>
<td class="roundcornersleft"> </td>
<td>
<h3 style="text-align:center"><?php echo $hesklang['add_reply']; ?></h3>
<form method="post" action="reply_ticket.php" enctype="multipart/form-data">
<p align="center"><?php echo $hesklang['message']; ?>: <span class="important">*</span><br />
<textarea name="message" rows="12" cols="60"><?php if (isset($_SESSION['ticket_message'])) {echo stripslashes(hesk_input($_SESSION['ticket_message']));} ?></textarea></p>
<?php
/* attachments */
if ($hesk_settings['attachments']['use'])
{
?>
<p align="center">
<?php
echo $hesklang['attachments'].' (<a href="file_limits.php" target="_blank" onclick="Javascript:hesk_window(\'file_limits.php\',250,500);return false;">' . $hesklang['ful'] . '</a>):<br />';
for ($i=1;$i<=$hesk_settings['attachments']['max_number'];$i++)
{
echo '<input type="file" name="attachment['.$i.']" size="50" /><br />';
}
?>
</p>
<?php
}
?>
<p align="center">
<input type="hidden" name="token" value="<?php hesk_token_echo(); ?>" />
<input type="hidden" name="orig_track" value="<?php echo $trackingID; ?>" />
<?php
if ($hesk_settings['email_view_ticket'])
{
echo '<input type="hidden" name="e" value="' . $my_email . '" />';
}
if ($reopen)
{
echo '<input type="hidden" name="reopen" value="1" />';
}
?>
<input type="submit" value="<?php echo $hesklang['submit_reply']; ?>" class="orangebutton" onmouseover="hesk_btn(this,'orangebuttonover');" onmouseout="hesk_btn(this,'orangebutton');" /></p>
</form>
</td>
<td class="roundcornersright"> </td>
</tr>
<tr>
<td><img src="img/roundcornerslb.jpg" width="7" height="7" alt="" /></td>
<td class="roundcornersbottom"></td>
<td width="7" height="7"><img src="img/roundcornersrb.jpg" width="7" height="7" alt="" /></td>
</tr>
</table>
<?php
// Make sure the form is only printed once per page
define('REPLY_FORM', true);
} // End hesk_printCustomerReplyForm()
function hesk_printCustomerTicketReplies()
{
global $hesklang, $hesk_settings, $result, $reply, $trackingID, $unread_replies;
$i = $hesk_settings['new_top'] ? 0 : 1;
while ($reply = hesk_dbFetchAssoc($result))
{
if ($i) {$color = 'class="ticketrow"'; $i=0;}
else {$color = 'class="ticketalt"'; $i=1;}
/* Store unread reply IDs for later */
if ($reply['staffid'] && ! $reply['read'])
{
$unread_replies[] = $reply['id'];
}
$reply['dt'] = hesk_date($reply['dt']);
?>
<tr>
<td <?php echo $color; ?>>
<table border="0" cellspacing="0" cellpadding="0" width="100%">
<tr>
<td valign="top">
<table border="0" cellspacing="1">
<tr>
<td><?php echo $hesklang['date']; ?>:</td>
<td><?php echo $reply['dt']; ?></td>
</tr>
<tr>
<td><?php echo $hesklang['name']; ?>:</td>
<td><?php echo $reply['name']; ?></td>
</tr>
</table>
</td>
<td style="text-align:right; vertical-align:top;">
<?php echo hesk_getCustomerButtons($i); ?>
</td>
</tr>
</table>
<p><b><?php echo $hesklang['message']; ?>:</b></p>
<p><?php echo $reply['message']; ?></p>
<?php
/* Attachments */
hesk_listAttachments($reply['attachments'],$i);
/* Staff rating */
if ($hesk_settings['rating'] && $reply['staffid'])
{
if ($reply['rating']==1)
{
echo '<p class="rate">'.$hesklang['rnh'].'</p>';
}
elseif ($reply['rating']==5)
{
echo '<p class="rate">'.$hesklang['rh'].'</p>';
}
else
{
echo '
<div id="rating'.$reply['id'].'" class="rate">
'.$hesklang['r'].'
<a href="Javascript:void(0)" onclick="Javascript:hesk_rate(\'rate.php?rating=5&id='.$reply['id'].'&track='.$trackingID.'\',\'rating'.$reply['id'].'\')">'.strtolower($hesklang['yes']).'</a> /
<a href="Javascript:void(0)" onclick="Javascript:hesk_rate(\'rate.php?rating=1&id='.$reply['id'].'&track='.$trackingID.'\',\'rating'.$reply['id'].'\')">'.strtolower($hesklang['no']).'</a>
</div>
';
}
}
?>
</td>
</tr>
<?php
}
return $i;
} // End hesk_printCustomerTicketReplies()
function hesk_listAttachments($attachments='', $white=1)
{
global $hesk_settings, $hesklang, $trackingID;
/* Attachments disabled or not available */
if ( ! $hesk_settings['attachments']['use'] || ! strlen($attachments) )
{
return false;
}
/* Style and mousover/mousout */
$tmp = $white ? 'White' : 'Blue';
$style = 'class="option'.$tmp.'OFF" onmouseover="this.className=\'option'.$tmp.'ON\'" onmouseout="this.className=\'option'.$tmp.'OFF\'"';
/* List attachments */
echo '<p><b>'.$hesklang['attachments'].':</b><br />';
$att=explode(',',substr($attachments, 0, -1));
foreach ($att as $myatt)
{
list($att_id, $att_name) = explode('#', $myatt);
echo '
<a href="download_attachment.php?att_id='.$att_id.'&track='.$trackingID.$hesk_settings['e_query'].'"><img src="img/clip.png" width="16" height="16" alt="'.$hesklang['dnl'].' '.$att_name.'" title="'.$hesklang['dnl'].' '.$att_name.'" '.$style.' /></a>
<a href="download_attachment.php?att_id='.$att_id.'&track='.$trackingID.$hesk_settings['e_query'].'">'.$att_name.'</a><br />
';
}
echo '</p>';
return true;
} // End hesk_listAttachments()
function hesk_getCustomerButtons($white=1)
{
global $hesk_settings, $hesklang, $trackingID;
$options = '';
/* Style and mousover/mousout */
$tmp = $white ? 'White' : 'Blue';
$style = 'class="option'.$tmp.'OFF" onmouseover="this.className=\'option'.$tmp.'ON\'" onmouseout="this.className=\'option'.$tmp.'OFF\'"';
/* Print ticket button */
$options .= '<a href="print.php?track='.$trackingID.$hesk_settings['e_query'].'"><img src="img/print.png" width="16" height="16" alt="'.$hesklang['printer_friendly'].'" title="'.$hesklang['printer_friendly'].'" '.$style.' /></a> ';
/* Return generated HTML */
return $options;
} // END hesk_getCustomerButtons()
?>