/** * Handles the actual assignment form, validates it and carries it out. * * Primarily this is just about receiving the form, making the same checks that {@link shd_assign()} does and then * logging the action before passing over to {@link shd_commit_assignment()} to actually assign the ticket. * * @see shd_assign() * @see shd_commit_assignment() * @since 1.0 */ function shd_assign2() { global $context, $smcFunc, $user_info, $sourcedir; checkSession(); checkSubmitOnce('check'); if (empty($context['ticket_id'])) { fatal_lang_error('shd_no_ticket'); } $context['shd_return_to'] = isset($_REQUEST['home']) ? 'home' : 'ticket'; $assignee = isset($_REQUEST['to_user']) ? (int) $_REQUEST['to_user'] : 0; // Get ticket details - and kick it out if they shouldn't be able to see it. $query = shd_db_query('', ' SELECT id_member_started, id_member_assigned, private, subject, status, id_dept FROM {db_prefix}helpdesk_tickets AS hdt WHERE {query_see_ticket} AND id_ticket = {int:ticket}', array('ticket' => $context['ticket_id'])); $log_params = array(); if ($row = $smcFunc['db_fetch_row']($query)) { list($ticket_starter, $ticket_owner, $private, $subject, $status, $dept) = $row; // The core details that we'll be logging $log_params = array('subject' => $subject, 'ticket' => $context['ticket_id']); } else { $smcFunc['db_free_result']($query); fatal_lang_error('shd_no_ticket'); } // Just in case, are they cancelling? if (isset($_REQUEST['cancel'])) { redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); } if ($status == TICKET_STATUS_CLOSED || $status == TICKET_STATUS_DELETED) { fatal_lang_error('shd_cannot_assign', false); } if (shd_allowed_to('shd_assign_ticket_any', $dept)) { if ($assignee == 0) { shd_log_action('unassign', $log_params); shd_commit_assignment($context['ticket_id'], 0); } else { $members = shd_get_possible_assignees($private, $ticket_starter, $dept); if (in_array($assignee, $members)) { global $user_profile; loadMemberData($assignee, false, 'minimal'); $log_params += array('user_id' => $assignee, 'user_name' => $user_profile[$assignee]['real_name']); shd_log_action('assign', $log_params); shd_commit_assignment($context['ticket_id'], $assignee); } else { fatal_lang_error('shd_assigned_not_permitted', false); } } } elseif (shd_allowed_to('shd_assign_ticket_own', $dept) && shd_allowed_to('shd_staff', $dept)) { if ($ticket_owner == 0) { $log_params += array('user_id' => $user_info['id'], 'user_name' => $user_info['name']); shd_log_action('assign', $log_params); shd_commit_assignment($context['ticket_id'], $user_info['id']); } elseif ($ticket_starter == $user_info['id']) { shd_log_action('unassign', $log_params); shd_commit_assignment($context['ticket_id'], 0); } else { // oops, assigned to somebody else fatal_lang_error('shd_cannot_assign_other', false); } } else { fatal_lang_error('shd_cannot_assign', false); } }
/** * Updates a ticket's relationships. * * This function is responsible for adding, updating and removing relationships. * * Accessed through ?action=helpdesk;sa=relation;ticket=x;linkticket=y;relation=[linked|duplicated|parent|child|delete];sessvar=sessid and will redirect back to the ticket once complete. * * @since 2.0 */ function shd_ticket_relation() { global $context, $smcFunc, $modSettings; checkSession('request'); if (!empty($modSettings['shd_disable_relationships'])) { fatal_lang_error('shd_relationships_are_disabled', false); } $otherticket = isset($_REQUEST['otherticket']) ? (int) $_REQUEST['otherticket'] : 0; if (empty($context['ticket_id']) || empty($otherticket)) { fatal_lang_error('shd_no_ticket', false); } if ($context['ticket_id'] == $otherticket) { fatal_lang_error('shd_cannot_relate_self', false); } $actions = array('linked', 'duplicated', 'parent', 'child', 'delete'); $rel_action = isset($_REQUEST['relation']) && in_array($_REQUEST['relation'], $actions) ? $_REQUEST['relation'] : ''; if (empty($rel_action)) { fatal_lang_error('shd_invalid_relation', false); } // Quick/consistent way to ensure permissions are adhered to and that the ticket exists. Might as well get the subject while here too. $ticketinfo = shd_load_ticket($context['ticket_id']); $primary_subject = $ticketinfo['subject']; $dept = $ticketinfo['dept']; $ticketinfo = shd_load_ticket($otherticket); $secondary_subject = $ticketinfo['subject']; if ($rel_action == 'delete') { shd_is_allowed_to('shd_delete_relationships', $dept); } else { shd_is_allowed_to('shd_create_relationships', $dept); } // See if there's an existing relationship with these parameters $query = shd_db_query('', ' SELECT rel_type FROM {db_prefix}helpdesk_relationships WHERE primary_ticket = {int:ticket} AND secondary_ticket = {int:otherticket}', array('ticket' => $context['ticket_id'], 'otherticket' => $otherticket)); $new_relationship = $smcFunc['db_num_rows']($query) == 0; list($existing_relation) = $new_relationship ? array(-1) : $smcFunc['db_fetch_row']($query); $smcFunc['db_free_result']($query); if ($rel_action == 'delete' && $new_relationship) { fatal_lang_error('shd_no_relation_delete', false); } $log_prefix = 'rel_' . ($new_relationship || $rel_action == 'delete' ? '' : 're_'); $log_map = array('delete' => 'delete', 'linked' => 'linked', 'duplicated' => 'duplicated', 'parent' => 'child', 'child' => 'parent'); $log_assoc_ids = array('delete' => -1, 'linked' => RELATIONSHIP_LINKED, 'duplicated' => RELATIONSHIP_DUPLICATED, 'parent' => RELATIONSHIP_ISPARENT, 'child' => RELATIONSHIP_ISCHILD); $logaction_ticket = $log_prefix . $rel_action; $logaction_otherticket = $log_prefix . $log_map[$rel_action]; // The "from" ticket is $context['ticket_id'], $otherticket is the ticket whose id the user gives, and $rel_action sets the relationship type. call_integration_hook('shd_hook_relations', array(&$rel_action, &$otherticket)); if ($rel_action == 'delete') { // Delete the link shd_db_query('', ' DELETE FROM {db_prefix}helpdesk_relationships WHERE (primary_ticket = {int:ticket} AND secondary_ticket = {int:otherticket}) OR (primary_ticket = {int:otherticket} AND secondary_ticket = {int:ticket})', array('ticket' => $context['ticket_id'], 'otherticket' => $otherticket)); } else { $smcFunc['db_insert']('replace', '{db_prefix}helpdesk_relationships', array('primary_ticket' => 'int', 'secondary_ticket' => 'int', 'rel_type' => 'int'), array(array($context['ticket_id'], $otherticket, $log_assoc_ids[$rel_action]), array($otherticket, $context['ticket_id'], $log_assoc_ids[$log_map[$rel_action]])), array('primary_ticket', 'secondary_ticket')); } // Now actually log it, main ticket first -- if it's different to the one we had before if ($log_assoc_ids[$rel_action] != $existing_relation) { $params = array('ticket' => $context['ticket_id'], 'otherticket' => $otherticket, 'subject' => $primary_subject, 'othersubject' => $secondary_subject); shd_log_action($logaction_ticket, $params); $params = array('ticket' => $otherticket, 'otherticket' => $context['ticket_id'], 'subject' => $secondary_subject, 'othersubject' => $primary_subject); shd_log_action($logaction_otherticket, $params); } // See yah redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); }
/** * Handles moving a topic into the helpdesk. * * After checking permissions, and so on, begin to actually move posts. * * Broadly this is done using {@link shd_create_ticket_post()}, which has hooks specifically to deal with post modification times (written in specifically to ease this function's workload) * * Operations: * - get the topic information (and checking topic access permission in the process) * - identify the status of the topic (new/with staff/with user) * - create the new ticket from these details * - assuming there are replies, query for them * - step through and repost * - send the notification PM if we're doing that * - update the attachments table * - update the action log * - remove the topic from the forum * * @see shd_topictoticket() * @since 1.0 */ function shd_topictoticket2() { global $smcFunc, $context, $txt, $modSettings, $scripturl, $sourcedir; checkSession(); checkSubmitOnce('check'); $_REQUEST['dept'] = isset($_REQUEST['dept']) ? (int) $_REQUEST['dept'] : 0; if (empty($_REQUEST['dept'])) { $_REQUEST['dept'] = -1; } // which is never a valid department! if (!shd_allowed_to('shd_topic_to_ticket', $_REQUEST['dept']) || !empty($modSettings['shd_helpdesk_only']) || !empty($modSettings['shd_disable_tickettotopic'])) { fatal_lang_error('shd_cannot_move_topic', false); } if (empty($_REQUEST['topic'])) { fatal_lang_error('shd_no_topic'); } $context['topic_id'] = (int) $_REQUEST['topic']; // Just in case, are they cancelling? if (isset($_REQUEST['cancel'])) { redirectexit('topic=' . $context['topic_id']); } if (isset($_POST['send_pm']) && (!isset($_POST['pm_content']) || trim($_POST['pm_content']) == '')) { fatal_lang_error('shd_move_no_pm_topic', false); } require_once $sourcedir . '/sd_source/Subs-SimpleDeskPost.php'; // Fetch the topic information. $request = shd_db_query('', ' SELECT m.subject, t.id_board, t.id_member_started, m.body, t.id_first_msg, m.smileys_enabled, t.id_member_updated, t.num_replies, m.poster_email, m.poster_name, m.poster_ip, m.poster_time, m.modified_time, m.modified_name, m.id_msg FROM {db_prefix}topics AS t INNER JOIN {db_prefix}messages AS m ON (m.id_msg = t.id_first_msg) INNER JOIN {db_prefix}boards AS b ON (t.id_board = b.id_board) WHERE {query_see_board} AND t.id_topic = {int:topic} LIMIT 1', array('topic' => $context['topic_id'])); if ($smcFunc['db_num_rows']($request) == 0) { fatal_lang_error('shd_move_ticket_not_created'); } else { list($subject, $board, $owner, $body, $firstmsg, $smileys_enabled, $memberupdated, $numreplies, $postername, $posteremail, $posterip, $postertime, $modified_time, $modified_name, $smf_id_msg) = $smcFunc['db_fetch_row']($request); } $smcFunc['db_free_result']($request); // Figure out what the status of the ticket should be. $status = shd_determine_status('topictoticket', $owner, $memberupdated, $numreplies, $_REQUEST['dept']); // Are we changing the subject? $old_subject = $subject; $subject = !empty($_POST['change_subject']) && !empty($_POST['subject']) ? $_POST['subject'] : $subject; // Just before we do this, make sure we call any hooks. $context and $_POST have lots of interesting things for us. call_integration_hook('shd_hook_topictoticket'); // All okay, it seems. Let's go create the ticket. $msg_assoc = array(); $msgOptions = array('body' => $body, 'smileys_enabled' => !empty($smileys_enabled) ? 1 : 0, 'modified' => array('time' => $modified_time, 'name' => $modified_name), 'time' => $postertime); $ticketOptions = array('dept' => $_REQUEST['dept'], 'subject' => $subject, 'mark_as_read' => false, 'private' => false, 'status' => $status, 'urgency' => 0, 'assigned' => 0); $posterOptions = array('id' => $owner, 'name' => $postername, 'email' => $posteremail, 'ip' => $posterip); shd_create_ticket_post($msgOptions, $ticketOptions, $posterOptions); $msg_assoc[$smf_id_msg] = $msgOptions['id']; // Ticket created, let's dig out the replies and post them in the ticket, if there are any. if (isset($ticketOptions['id'])) { $request = shd_db_query('', ' SELECT body, id_member, poster_time, poster_name, poster_email, poster_ip, smileys_enabled, id_msg FROM {db_prefix}messages WHERE id_topic = {int:topic} AND id_msg != {int:topic_msg}', array('topic' => $context['topic_id'], 'topic_msg' => $firstmsg)); $num_replies = $smcFunc['db_num_rows']($request) + 1; // Plus one since we want to count the main ticket post as well. // The ID of the ticket we created $ticket = $ticketOptions['id']; if ($smcFunc['db_num_rows']($request) != 0) { // Now loop through each reply and post it. Hopefully there aren't too many. *looks at clock* while ($row = $smcFunc['db_fetch_assoc']($request)) { $msgOptions = array('body' => $row['body'], 'smileys_enabled' => !empty($row['smileys_enabled']) ? 1 : 0); $ticketOptions = array('id' => $ticket, 'mark_as_read' => false); $posterOptions = array('id' => $row['id_member'], 'name' => !empty($row['poster_name']) ? $row['poster_name'] : '', 'email' => !empty($row['poster_email']) ? $row['poster_email'] : '', 'ip' => !empty($row['poster_ip']) ? $row['poster_ip'] : ''); shd_create_ticket_post($msgOptions, $ticketOptions, $posterOptions); $msg_assoc[$row['id_msg']] = $msgOptions['id']; } } // Ticket: check; Replies: check; Notfiy the topic starter, if desired. if (isset($_POST['send_pm'])) { require_once $sourcedir . '/Subs-Post.php'; $request = shd_db_query('pm_find_username', ' SELECT id_member, real_name FROM {db_prefix}members WHERE id_member = {int:user} LIMIT 1', array('user' => $owner)); list($userid, $username) = $smcFunc['db_fetch_row']($request); $smcFunc['db_free_result']($request); // Fix the content $replacements = array('{user}' => $username, '{subject}' => $old_subject, '{link}' => $scripturl . '?action=helpdesk;sa=ticket;ticket=' . $ticket); $message = str_replace(array_keys($replacements), array_values($replacements), $_POST['pm_content']); $recipients = array('to' => array($owner), 'bcc' => array()); sendpm($recipients, $txt['shd_ticket_moved_subject_topic'], un_htmlspecialchars($message)); } // And now for something completely different: attachments if (!empty($msg_assoc)) { // 1. Get all the attachments for these messages from the attachments table $attachIDs = array(); $query = shd_db_query('', ' SELECT id_attach, id_msg FROM {db_prefix}attachments WHERE id_msg IN ({array_int:smf_msgs})', array('smf_msgs' => array_keys($msg_assoc))); while ($row = $smcFunc['db_fetch_assoc']($query)) { $attachIDs[] = $row; } $smcFunc['db_free_result']($query); if (!empty($attachIDs)) { // 2. Do the switch // 2.1. Add them to SD's tables $array = array(); foreach ($attachIDs as $attach) { $array[] = array($attach['id_attach'], $ticket, $msg_assoc[$attach['id_msg']]); } $smcFunc['db_insert']('replace', '{db_prefix}helpdesk_attachments', array('id_attach' => 'int', 'id_ticket' => 'int', 'id_msg' => 'int'), $array, array('id_attach')); // 2.2. "Remove" them from SMF's table shd_db_query('', ' UPDATE {db_prefix}attachments SET id_msg = 0 WHERE id_msg IN ({array_int:smf_msgs})', array('smf_msgs' => array_keys($msg_assoc))); } } // Now we'll add this to the log. $log_params = array('subject' => $subject, 'ticket' => $ticket); shd_log_action('topictoticket', $log_params); // Update post counts. $request = shd_db_query('', ' SELECT id_member FROM {db_prefix}messages WHERE id_topic = {int:topic}', array('topic' => $context['topic_id'])); $posters = array(); while ($row = $smcFunc['db_fetch_assoc']($request)) { if (!isset($posters[$row['id_member']])) { $posters[$row['id_member']] = 0; } $posters[$row['id_member']]++; } $smcFunc['db_free_result']($request); foreach ($posters as $id_member => $posts) { updateMemberData($id_member, array('posts' => 'posts - ' . $posts)); } // Lastly, delete the topic from the database. shd_db_query('', ' DELETE FROM {db_prefix}topics WHERE id_topic = {int:topic} LIMIT 1', array('topic' => $context['topic_id'])); // And the replies, too. shd_db_query('', ' DELETE FROM {db_prefix}messages WHERE id_topic = {int:topic}', array('topic' => $context['topic_id'])); // Update the stats. require_once $sourcedir . '/Subs-Post.php'; updateStats('message'); updateStats('topic'); updateLastMessages($board); // Update board post counts. shd_db_query('', ' UPDATE {db_prefix}boards SET num_topics = num_topics - 1, num_posts = num_posts - {int:num_posts} WHERE id_board = {int:board}', array('board' => $board, 'num_posts' => $num_replies)); } else { fatal_lang_error('shd_move_ticket_not_created', false); } // Send them to the ticket. redirectexit('action=helpdesk;sa=ticket;ticket=' . $ticket); }
/** * Redirects the user once a ticket has been posted or replied to. * * Commits the action log entry for what the user has done (since 1.1), then directs the user based on where they were and what was selected: * - if 'return to ticket' was not selected, return to the front page * - if it was, and we edited a reply, return to the reply * - if it was select, but it was a new topic/reply, return just to the topic itself * * @since 1.0 */ function shd_done_posting() { global $context, $smcFunc, $modSettings, $txt, $scripturl; // Do the log stuff $context['log_params']['ticket'] = $context['ticket_id']; if (!empty($context['ticket_form']['msg'])) { $context['log_params']['msg'] = $context['ticket_form']['msg']; } if (!empty($context['log_action'])) { shd_log_action($context['log_action'], $context['log_params']); } $thank_you = false; if (!empty($modSettings['shd_thank_you_post']) && empty($context['ticket_form']['msg'])) { // So we're doing a "thanks for posting, here's what's next" message. Well, it's only to new tickets (not on reply) - but... should it go to everyone, or only non staff? if (empty($modSettings['shd_thank_you_nonstaff']) || !shd_allowed_to('shd_staff', $context['shd_department'])) { $thank_you = true; $context['sub_template'] = 'shd_thank_posting'; $context['page_icon'] = 'log_newticket.png'; $context['page_title'] = $txt['shd_ticket_posted_header']; // Now customise it, including adding the preferences link if appropriate. Note that we don't have to verify they can create new tickets, they wouldn't be here if they couldn't. $body = $txt['shd_ticket_posted_body']; if (shd_allowed_to(array('shd_view_preferences_own', 'shd_view_preferences_any'), $context['ticket_form']['dept'])) { $body .= $txt['shd_ticket_posted_prefs']; } $body .= $txt['shd_ticket_posted_footer']; $replacements = array('{membername}' => $context['user']['name'], '{subject}' => $context['ticket_form']['subject'], '{ticketurl}' => $scripturl . '?action=helpdesk;sa=ticket;ticket=' . $context['ticket_id'], '{forum_name}' => $context['forum_name_html_safe'], '{newticketlink}' => $scripturl . '?action=helpdesk;sa=newticket', '{helpdesklink}' => $scripturl . '?' . $context['shd_home'] . $context['shd_dept_link'], '{forumlink}' => $scripturl, '{prefslink}' => $scripturl . '?action=profile;area=hd_prefs'); $context['page_body'] = parse_bbc(str_replace(array_keys($replacements), array_values($replacements), $body), true); } } if (!$thank_you) { // After all this time... after everything we saw, after everything we lost... I have only one thing to say to you... BYE! if (empty($_REQUEST['goback'])) { redirectexit($context['shd_home'] . $context['shd_dept_link']); } elseif (!empty($context['ticket_form']['msg'])) { // IE prior to 9 has issues with the ; in the URL and preserving the # fragment, so we give it & instead. if ($context['browser']['is_ie']) { redirectexit('action=helpdesk&sa=ticket&ticket=' . $context['ticket_id'] . '.msg' . $context['ticket_form']['msg'] . '#msg' . $context['ticket_form']['msg'], true); } else { redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id'] . '.msg' . $context['ticket_form']['msg'] . '#msg' . $context['ticket_form']['msg'], false); } } else { redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); } } }
/** * Action a new assignment via AJAX. * * Operations: * - Session check * - Permissions check (that you can assign a ticket to someone else); if you can't assign a ticket to someone else, bail. * - Get the list of information for a ticket (which implicitly checks ticket access); if you can't see the ticket, bail. * - Get the list of who can be assigned a ticket; if requested user not on that list, bail. * - Update and build return status, and return via AJAX. */ function shd_ajax_assign2() { global $context, $smcFunc, $txt, $sourcedir, $user_profile; checkSession('get'); if (!empty($context['ticket_id'])) { $query = shd_db_query('', ' SELECT hdt.private, hdt.id_member_started, id_member_assigned, subject, id_dept, hdt.status, 1 AS valid FROM {db_prefix}helpdesk_tickets AS hdt WHERE {query_see_ticket} AND hdt.id_ticket = {int:ticket}', array('ticket' => $context['ticket_id'])); if ($smcFunc['db_num_rows']($query) != 0) { list($private, $ticket_starter, $ticket_assigned, $subject, $dept, $status, $valid) = $smcFunc['db_fetch_row']($query); } $smcFunc['db_free_result']($query); } if (empty($valid)) { return $context['ajax_return'] = array('error' => $txt['shd_no_ticket']); } if (!isset($_GET['to_user']) || !is_numeric($_GET['to_user'])) { return $context['ajax_return'] = array('error' => $txt['shd_assigned_not_permitted'] . 'line459'); } if (!shd_allowed_to('shd_assign_ticket_any', $dept) || $status == TICKET_STATUS_CLOSED || $status == TICKET_STATUS_DELETED) { return $context['ajax_return'] = array('error' => $txt['shd_cannot_assign']); } $_GET['to_user'] = isset($_GET['to_user']) ? (int) $_GET['to_user'] : 0; require_once $sourcedir . '/sd_source/SimpleDesk-Assign.php'; $assignees = shd_get_possible_assignees($private, $ticket_starter, $dept); array_unshift($assignees, 0); // add the unassigned option in at the start if (!in_array($_GET['to_user'], $assignees)) { return $context['ajax_return'] = array('error' => $txt['shd_assigned_not_permitted']); } if (!empty($_GET['to_user'])) { loadMemberData($_GET['to_user']); } $user_name = shd_profile_link(empty($_GET['to_user']) ? '<span class="error">' . $txt['shd_unassigned'] . '</span>' : $user_profile[$_GET['to_user']]['member_name'], $_GET['to_user']); // If it's being assigned to the current assignee, don't bother actually requesting the change. if ($_GET['to_user'] != $ticket_assigned) { $log_params = array('subject' => $subject, 'ticket' => $context['ticket_id'], 'user_id' => $_GET['to_user'], 'user_name' => $user_name); shd_log_action('assign', $log_params); shd_commit_assignment($context['ticket_id'], $_GET['to_user'], true); } return $context['ajax_return'] = array('assigned' => $user_name); }
/** * Handles the actual assignment form, validates it and carries it out. * * Primarily this is just about receiving the form, making the same checks that {@link shd_movedept()} does and then * logging the action before updating the database. * * @see shd_movedept() * @since 2.0 */ function shd_movedept2() { global $context, $smcFunc, $user_info, $sourcedir, $txt, $scripturl; checkSession(); checkSubmitOnce('check'); if (empty($context['ticket_id'])) { fatal_lang_error('shd_no_ticket', false); } if (isset($_POST['send_pm']) && (!isset($_POST['pm_content']) || trim($_POST['pm_content']) == '') && (empty($modSettings['shd_helpdesk_only']) || empty($modSettings['shd_disable_pm']))) { fatal_lang_error('shd_move_no_pm', false); } // Just in case, are they cancelling? if (isset($_REQUEST['cancel'])) { redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); } if (empty($context['shd_multi_dept'])) { fatal_lang_error('shd_cannot_move_dept', false); } $dest = isset($_REQUEST['to_dept']) ? (int) $_REQUEST['to_dept'] : 0; if (empty($dest) || !shd_allowed_to('access_helpdesk', $dest)) { fatal_lang_error('shd_cannot_move_dept', false); } $context['shd_return_to'] = isset($_REQUEST['home']) ? 'home' : 'ticket'; // Get ticket details - and kick it out if they shouldn't be able to see it. $query = shd_db_query('', ' SELECT id_member_started, subject, hdt.id_dept, dept_name FROM {db_prefix}helpdesk_tickets AS hdt INNER JOIN {db_prefix}helpdesk_depts AS hdd ON (hdt.id_dept = hdd.id_dept) WHERE {query_see_ticket} AND id_ticket = {int:ticket}', array('ticket' => $context['ticket_id'])); $log_params = array(); if ($row = $smcFunc['db_fetch_row']($query)) { list($ticket_starter, $subject, $context['current_dept'], $context['current_dept_name']) = $row; } else { $smcFunc['db_free_result']($query); fatal_lang_error('shd_no_ticket'); } $smcFunc['db_free_result']($query); if ($context['current_dept'] == $dest) { fatal_lang_error('shd_cannot_move_dept', false); } if (shd_allowed_to('shd_move_dept_any', $context['current_dept']) || shd_allowed_to('shd_move_dept_own', $context['current_dept']) && $ticket_starter == $user_info['id']) { // Find the new department. We've already established the user can see it, but we need its name. $query = $smcFunc['db_query']('', ' SELECT id_dept, dept_name FROM {db_prefix}helpdesk_depts WHERE id_dept IN ({int:dest})', array('dest' => $dest)); list($new_dept, $dept_name) = $smcFunc['db_fetch_row']($query); $smcFunc['db_free_result']($query); // Just before we move, call any interesting hooks. We do normally have a lot of fun staff in $context and $_POST, but the department ID and name aren't in either. call_integration_hook('shd_hook_movedept', array(&$new_dept, &$dept_name)); $log_params = array('subject' => $subject, 'ticket' => $context['ticket_id'], 'old_dept_id' => $context['current_dept'], 'old_dept_name' => $context['current_dept_name'], 'new_dept_id' => $new_dept, 'new_dept_name' => $dept_name); shd_log_action('move_dept', $log_params); $smcFunc['db_query']('', ' UPDATE {db_prefix}helpdesk_tickets SET id_dept = {int:new_dept} WHERE id_ticket = {int:ticket}', array('new_dept' => $new_dept, 'ticket' => $context['ticket_id'])); // Now, notify the ticket starter if that's what we wanted to do. if (isset($_POST['send_pm'])) { require_once $sourcedir . '/Subs-Post.php'; $request = shd_db_query('pm_find_username', ' SELECT id_member, real_name FROM {db_prefix}members WHERE id_member = {int:user} LIMIT 1', array('user' => $ticket_starter)); list($userid, $username) = $smcFunc['db_fetch_row']($request); $smcFunc['db_free_result']($request); // Fix the content $replacements = array('{user}' => $username, '{subject}' => $subject, '{current_dept}' => $context['current_dept_name'], '{new_dept}' => $dept_name, '{link}' => $scripturl . '?action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); $message = str_replace(array_keys($replacements), array_values($replacements), $_POST['pm_content']); $recipients = array('to' => array($ticket_starter), 'bcc' => array()); sendpm($recipients, $txt['shd_ticket_moved_subject'], un_htmlspecialchars($message)); } shd_clear_active_tickets($context['current_dept']); shd_clear_active_tickets($new_dept); if (!empty($context['shd_return_to']) && $context['shd_return_to'] == 'home') { redirectexit($context['shd_home'] . ';dept=' . $new_dept); } else { redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); } } else { fatal_lang_error('shd_no_perm_move_dept', false); } }
function shd_notify_ticket_options() { global $context, $txt, $smcFunc; $ticketinfo = shd_load_ticket(); // This does permissions to access the ticket too. $ticket_starter = $ticketinfo['starter_id'] == $context['user']['id']; checkSession(); if (empty($_REQUEST['notifyaction'])) { $_REQUEST['notifyaction'] = ''; } // Get any existing entry. $query = $smcFunc['db_query']('', ' SELECT notify_state FROM {db_prefix}helpdesk_notify_override WHERE id_member = {int:user} AND id_ticket = {int:ticket}', array('user' => $context['user']['id'], 'ticket' => $context['ticket_id'])); if ($smcFunc['db_num_rows']($query) == 0) { $old_state = NOTIFY_PREFS; } else { list($old_state) = $smcFunc['db_fetch_row']($query); } $smcFunc['db_free_result']($query); switch ($_REQUEST['notifyaction']) { case 'monitor_on': if (!shd_allowed_to('shd_monitor_ticket_any', $ticketinfo['dept']) && (!$ticket_starter || !shd_allowed_to('shd_monitor_ticket_own', $ticketinfo['dept']))) { fatal_lang_error('cannot_monitor_ticket', false); } // Unlike turning it off, we might be turning it on from either just off, or ignored, so log that fact. if ($old_state == NOTIFY_ALWAYS) { break; } elseif ($old_state == NOTIFY_NEVER) { // Log turning off ignore list first shd_log_action('unignore', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject'])); } // Then add the new status. $smcFunc['db_insert']('replace', '{db_prefix}helpdesk_notify_override', array('id_member' => 'int', 'id_ticket' => 'int', 'notify_state' => 'int'), array($context['user']['id'], $context['ticket_id'], NOTIFY_ALWAYS), array('id_member', 'id_ticket')); shd_log_action('monitor', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject'])); break; case 'monitor_off': if (!shd_allowed_to('shd_monitor_ticket_any', $ticketinfo['dept']) && (!$ticket_starter || !shd_allowed_to('shd_monitor_ticket_own', $ticketinfo['dept']))) { fatal_lang_error('cannot_unmonitor_ticket', false); } // Just delete the old status. $smcFunc['db_query']('', ' DELETE FROM {db_prefix}helpdesk_notify_override WHERE id_member = {int:member} AND id_ticket = {int:ticket}', array('member' => $context['user']['id'], 'ticket' => $context['ticket_id'])); shd_log_action('unmonitor', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject'])); break; case 'ignore_on': if (!shd_allowed_to('shd_ignore_ticket_any', $ticketinfo['dept']) && (!$ticket_starter || !shd_allowed_to('shd_ignore_ticket_own', $ticketinfo['dept']))) { fatal_lang_error('cannot_monitor_ticket', false); } // Unlike turning it off, we might be turning it on from either just off, or ignored, so log that fact. if ($old_state == NOTIFY_NEVER) { break; } elseif ($old_state == NOTIFY_ALWAYS) { // Log turning off ignore list first shd_log_action('unmonitor', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject'])); } $smcFunc['db_insert']('replace', '{db_prefix}helpdesk_notify_override', array('id_member' => 'int', 'id_ticket' => 'int', 'notify_state' => 'int'), array($context['user']['id'], $context['ticket_id'], NOTIFY_NEVER), array('id_member', 'id_ticket')); shd_log_action('ignore', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject'])); break; case 'ignore_off': if (!shd_allowed_to('shd_ignore_ticket_any', $ticketinfo['dept']) && (!$ticket_starter || !shd_allowed_to('shd_ignore_ticket_own', $ticketinfo['dept']))) { fatal_lang_error('cannot_unmonitor_ticket', false); } $smcFunc['db_query']('', ' DELETE FROM {db_prefix}helpdesk_notify_override WHERE id_member = {int:member} AND id_ticket = {int:ticket}', array('member' => $context['user']['id'], 'ticket' => $context['ticket_id'])); shd_log_action('unignore', array('ticket' => $context['ticket_id'], 'subject' => $ticketinfo['subject'])); break; default: break; } redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); }
function shd_reply_restore() { global $smcFunc, $user_info, $context, $sourcedir; checkSession('get'); $_REQUEST['reply'] = empty($_REQUEST['reply']) ? 0 : (int) $_REQUEST['reply']; if (empty($_REQUEST['reply'])) { fatal_lang_error('shd_no_ticket', false); } // Check we can actually see the ticket we're restoring from, and that we can restore this reply $query_ticket = shd_db_query('', ' SELECT hdt.id_ticket, hdt.id_dept, hdtr.id_member, hdt.id_member_started, hdt.id_member_updated, hdt.num_replies, hdt.subject, hdt.status, hdtr.message_status FROM {db_prefix}helpdesk_tickets AS hdt INNER JOIN {db_prefix}helpdesk_ticket_replies AS hdtr ON (hdt.id_ticket = hdtr.id_ticket) WHERE {query_see_ticket} AND hdtr.id_msg = {int:reply} AND hdt.id_first_msg != {int:reply2}', array('reply' => $_REQUEST['reply'], 'reply2' => $_REQUEST['reply'])); if ($row = $smcFunc['db_fetch_assoc']($query_ticket)) { $smcFunc['db_free_result']($query_ticket); if ($row['status'] == TICKET_STATUS_DELETED || $row['status'] == TICKET_STATUS_CLOSED || $row['message_status'] != MSG_STATUS_DELETED || !shd_allowed_to('shd_restore_reply_any', $row['id_dept']) && (!shd_allowed_to('shd_restore_reply_own', $row['id_dept']) || $user_info['id'] != $row['id_member'])) { fatal_lang_error('shd_cannot_restore_reply', false); } $context['ticket_id'] = (int) $row['id_ticket']; $subject = $row['subject']; $starter = $row['id_member_started']; $replier = $row['id_member_updated']; $num_replies = $row['num_replies']; } else { $smcFunc['db_free_result']($query_ticket); fatal_lang_error('shd_no_ticket', false); } // The ticket's id is in $context['ticket_id'], the reply id in $_REQUEST['reply']. call_integration_hook('shd_hook_restorereply'); // OK, let's clear this one, hasta la vista... ticket. shd_db_query('', ' UPDATE {db_prefix}helpdesk_ticket_replies SET message_status = {int:msg_status_deleted} WHERE id_msg = {int:reply}', array('msg_status_deleted' => MSG_STATUS_NORMAL, 'reply' => $_REQUEST['reply'])); // Captain's Log, stardate 18.3.10.1010 shd_log_action('restore_reply', array('ticket' => $context['ticket_id'], 'subject' => $subject, 'msg' => $_REQUEST['reply'])); // Fix the topic data list($starter, $replier, $num_replies) = shd_recalc_ids($context['ticket_id']); $query_reply = shd_db_query('', ' UPDATE {db_prefix}helpdesk_tickets SET status = {int:status} WHERE id_ticket = {int:ticket}', array('ticket' => $context['ticket_id'], 'status' => shd_determine_status('restorereply', $starter, $replier, $num_replies, $row['id_dept']))); // Expire the cache of count(active tickets) shd_clear_active_tickets($row['id_dept']); redirectexit('action=helpdesk;sa=ticket;ticket=' . $context['ticket_id']); }
function shd_admin_maint_massdeptmove() { global $context, $txt, $smcFunc, $sourcedir; checkSession('request'); $context['page_title'] = $txt['shd_admin_maint_massdeptmove']; $depts = shd_allowed_to('access_helpdesk', false); $_POST['id_dept_from'] = isset($_POST['id_dept_from']) ? (int) $_POST['id_dept_from'] : 0; $_POST['id_dept_to'] = isset($_POST['id_dept_to']) ? (int) $_POST['id_dept_to'] : 0; if ($_POST['id_dept_from'] == 0 || $_POST['id_dept_to'] == 0 || !in_array($_POST['id_dept_from'], $depts) || !in_array($_POST['id_dept_to'], $depts)) { fatal_lang_error('shd_unknown_dept', false); } elseif ($_POST['id_dept_from'] == $_POST['id_dept_to']) { fatal_lang_error('shd_admin_maint_massdeptmove_samedept', false); } $clauses = array(); if (empty($_POST['moveopen'])) { $clauses[] = 'AND status NOT IN (' . implode(',', array(TICKET_STATUS_NEW, TICKET_STATUS_PENDING_USER, TICKET_STATUS_PENDING_STAFF, TICKET_STATUS_WITH_SUPERVISOR, TICKET_STATUS_ESCALATED)) . ')'; } if (empty($_POST['moveclosed'])) { $clauses[] = 'AND status != ' . TICKET_STATUS_CLOSED; } if (empty($_POST['movedeleted'])) { $clauses[] = 'AND status != ' . TICKET_STATUS_DELETED; } $_POST['movelast_less_days'] = isset($_POST['movelast_less_days']) && !empty($_POST['movelast_less']) ? (int) $_POST['movelast_less_days'] : 0; if ($_POST['movelast_less_days'] > 0) { $clauses[] = 'AND last_updated >= ' . (time() - $_POST['movelast_less_days'] * 86400); } $_POST['movelast_more_days'] = isset($_POST['movelast_more_days']) && !empty($_POST['movelast_more']) ? (int) $_POST['movelast_more_days'] : 0; if ($_POST['movelast_more_days'] > 0) { $clauses[] = 'AND last_updated < ' . (time() - $_POST['movelast_more_days'] * 86400); } // OK, let's start. How many tickets are there to move? if (empty($_POST['massdeptmove'])) { $query = $smcFunc['db_query']('', ' SELECT COUNT(*) FROM {db_prefix}helpdesk_tickets WHERE id_dept = {int:dept_from} ' . implode(' ', $clauses), array('dept_from' => $_POST['id_dept_from'])); list($count) = $smcFunc['db_fetch_row']($query); $smcFunc['db_free_result']($query); if (!empty($count)) { $_POST['massdeptmove'] = $count; } else { $_GET['done'] = true; } } // OK, so we know we're going to be doing some tickets, or do we? $_POST['tickets_done'] = isset($_POST['tickets_done']) ? (int) $_POST['tickets_done'] : 0; if (isset($_GET['done']) || $_POST['tickets_done'] >= $_POST['massdeptmove']) { $context['sub_template'] = 'shd_admin_maint_massdeptmovedone'; return; } // So, do this batch. $step_count = 10; $tickets = array(); // We don't need to get particularly clever; whatever tickets we did in any previous batch, well, they will be gone by now. $query = $smcFunc['db_query']('', ' SELECT id_ticket, subject FROM {db_prefix}helpdesk_tickets WHERE id_dept = {int:dept_from} ' . implode(' ', $clauses) . ' ORDER BY id_ticket LIMIT {int:step}', array('dept_from' => $_POST['id_dept_from'], 'step' => $step_count)); while ($row = $smcFunc['db_fetch_assoc']($query)) { $tickets[$row['id_ticket']] = $row['subject']; } $smcFunc['db_free_result']($query); if (!empty($tickets)) { // Get department ids. $query = $smcFunc['db_query']('', ' SELECT id_dept, dept_name FROM {db_prefix}helpdesk_depts WHERE id_dept IN ({array_int:depts})', array('depts' => array($_POST['id_dept_from'], $_POST['id_dept_to']))); $depts = array(); while ($row = $smcFunc['db_fetch_assoc']($query)) { $depts[$row['id_dept']] = $row['dept_name']; } $smcFunc['db_free_result']($query); // OK, we have the ticket ids. Now we'll move the set and log each one moved. $smcFunc['db_query']('', ' UPDATE {db_prefix}helpdesk_tickets SET id_dept = {int:dept_to} WHERE id_ticket IN ({array_int:ids})', array('dept_to' => $_POST['id_dept_to'], 'ids' => array_keys($tickets))); // This is the same every time. $log_params = array('old_dept_id' => $_POST['id_dept_from'], 'old_dept_name' => $depts[$_POST['id_dept_from']], 'new_dept_id' => $_POST['id_dept_to'], 'new_dept_name' => $depts[$_POST['id_dept_to']]); foreach ($tickets as $id => $subject) { $log_params['subject'] = $subject; $log_params['ticket'] = $id; shd_log_action('move_dept', $log_params); } shd_clear_active_tickets($_POST['id_dept_from']); shd_clear_active_tickets($_POST['id_dept_to']); $_POST['tickets_done'] += $step_count; } // Prepare to shove everything we need into the form so we can go again. $context['continue_countdown'] = 3; $context['continue_get_data'] = '?action=admin;area=helpdesk_maint;sa=massdeptmove;' . $context['session_var'] . '=' . $context['session_id']; $context['continue_post_data'] = ' <input type="hidden" name="id_dept_from" value="' . $_POST['id_dept_from'] . '" /> <input type="hidden" name="id_dept_to" value="' . $_POST['id_dept_to'] . '" /> <input type="hidden" name="tickets_done" value="' . $_POST['tickets_done'] . '" /> <input type="hidden" name="massdeptmove" value="' . $_POST['massdeptmove'] . '" />'; if (!empty($_POST['moveopen'])) { $context['continue_post_data'] .= ' <input type="hidden" name="moveopen" value="' . $_POST['moveopen'] . '" />'; } if (!empty($_POST['moveclosed'])) { $context['continue_post_data'] .= ' <input type="hidden" name="moveclosed" value="' . $_POST['moveclosed'] . '" />'; } if (!empty($_POST['movedeleted'])) { $context['continue_post_data'] .= ' <input type="hidden" name="movedeleted" value="' . $_POST['movedeleted'] . '" />'; } if ($_POST['movelast_less_days'] > 0) { $context['continue_post_data'] .= ' <input type="hidden" name="movelast_less" value="1" /> <input type="hidden" name="movelast_less_days" value="' . $_POST['movelast_less_days'] . '" />'; } if ($_POST['movelast_more_days'] > 0) { $context['continue_post_data'] .= ' <input type="hidden" name="movelast_more" value="1" /> <input type="hidden" name="movelast_more_days" value="' . $_POST['movelast_more_days'] . '" />'; } $context['sub_template'] = 'not_done'; $context['continue_percent'] = $_POST['tickets_done'] > $_POST['massdeptmove'] ? 100 : floor($_POST['tickets_done'] / $_POST['massdeptmove'] * 100); }