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;
}
