reply_ticket.php

<?php
/*******************************************************************************
*  Title: Help Desk Software HESK
*  Version: 2.6.4 from 22nd June 2015
*  Author: Klemen Stirn
*  Website: http://www.hesk.com
********************************************************************************
*  COPYRIGHT AND TRADEMARK NOTICE
*  Copyright 2005-2015 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','./');

/* Get all the required files and functions */
require(HESK_PATH . 'hesk_settings.inc.php');
require(HESK_PATH . 'inc/common.inc.php');

// Are we in maintenance mode?
hesk_check_maintenance();

hesk_load_database_functions();
require(HESK_PATH . 'inc/email_functions.inc.php');
require(HESK_PATH . 'inc/posting_functions.inc.php');

// We only allow POST requests to this file
if ( $_SERVER['REQUEST_METHOD'] != 'POST' )
{
	header('Location: index.php');
	exit();
}

// Check for POST requests larger than what the server can handle
if ( empty($_POST) && ! empty($_SERVER['CONTENT_LENGTH']) )
{
	hesk_error($hesklang['maxpost']);
}

hesk_session_start();

/* A security check */
# hesk_token_check('POST');

$hesk_error_buffer = array();

// Tracking ID
$trackingID  = hesk_cleanID('orig_track') or die($hesklang['int_error'].': No orig_track');

// Email required to view ticket?
$my_email = hesk_getCustomerEmail();

// Get message
$message = hesk_input( hesk_POST('message') );

// If the message was entered, further parse it
if ( strlen($message) )
{
	// Make links clickable
	$message = hesk_makeURL($message);

	// Turn newlines into <br />
	$message = nl2br($message);
}
else
{
	$hesk_error_buffer[] = $hesklang['enter_message'];
}

/* Attachments */
if ($hesk_settings['attachments']['use'])
{
    require(HESK_PATH . 'inc/attachments.inc.php');
    $attachments = array();
    for ($i=1;$i<=$hesk_settings['attachments']['max_number'];$i++)
    {
        $att = hesk_uploadFile($i);
        if ($att !== false && !empty($att))
        {
            $attachments[$i] = $att;
        }
    }
}
$myattachments='';

/* Any errors? */
if (count($hesk_error_buffer)!=0)
{
    $_SESSION['ticket_message'] = hesk_POST('message');

	// If this was a reply after re-opening a ticket, force the form at the top
	if ( hesk_POST('reopen') == 1)
	{
		$_SESSION['force_form_top'] = true;
	}

	// Remove any successfully uploaded attachments
	if ($hesk_settings['attachments']['use'])
	{
		hesk_removeAttachments($attachments);
	}

    $tmp = '';
    foreach ($hesk_error_buffer as $error)
    {
        $tmp .= "<li>$error</li>\n";
    }
    $hesk_error_buffer = $tmp;

    $hesk_error_buffer = $hesklang['pcer'].'<br /><br /><ul>'.$hesk_error_buffer.'</ul>';
    hesk_process_messages($hesk_error_buffer,'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999));
}

/* Connect to database */
hesk_dbConnect();

// Check if this IP is temporarily locked out
$res = hesk_dbQuery("SELECT `number` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` WHERE `ip`='".hesk_dbEscape($_SERVER['REMOTE_ADDR'])."' AND `last_attempt` IS NOT NULL AND DATE_ADD(`last_attempt`, INTERVAL ".intval($hesk_settings['attempt_banmin'])." MINUTE ) > NOW() LIMIT 1");
if (hesk_dbNumRows($res) == 1)
{
    if (hesk_dbResult($res) >= $hesk_settings['attempt_limit'])
    {
        unset($_SESSION);
        hesk_error( sprintf($hesklang['yhbb'],$hesk_settings['attempt_banmin']) , 0);
    }
}

/* Get details about the original ticket */
$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='{$trackingID}' LIMIT 1");
if (hesk_dbNumRows($res) != 1)
{
	hesk_error($hesklang['ticket_not_found']);
}
$ticket = hesk_dbFetchAssoc($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 locked? */
if ($ticket['locked'])
{
	hesk_process_messages($hesklang['tislock2'],'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999));
	exit();
}

// Prevent flooding ticket replies
$res = hesk_dbQuery("SELECT `staffid` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='{$ticket['id']}' AND `dt` > DATE_SUB(NOW(), INTERVAL 10 MINUTE) ORDER BY `id` ASC");
if (hesk_dbNumRows($res) > 0)
{
    $sequential_customer_replies = 0;
    while ($tmp = hesk_dbFetchAssoc($res))
    {
        $sequential_customer_replies = $tmp['staffid'] ? 0 : $sequential_customer_replies + 1;
    }
    if ($sequential_customer_replies > 10)
    {
        hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."logins` (`ip`, `number`) VALUES ('".hesk_dbEscape($_SERVER['REMOTE_ADDR'])."', ".intval($hesk_settings['attempt_limit'] + 1).")");
        hesk_error( sprintf($hesklang['yhbr'],$hesk_settings['attempt_banmin']) , 0);
    }
}

/* 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 ('{$trackingID}','".hesk_dbEscape($myatt['saved_name'])."','".hesk_dbEscape($myatt['real_name'])."','".intval($myatt['size'])."')");
        $myattachments .= hesk_dbInsertID() . '#' . $myatt['real_name'] . '#' . $myatt['saved_name'] .',';
    }
}

// If staff hasn't replied yet, don't change the status; otherwise set it to the status for customer replies.
$customerReplyStatusQuery = 'SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsCustomerReplyStatus` = 1';
$defaultNewTicketStatusQuery = 'SELECT `ID` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'statuses` WHERE `IsNewTicketStatus` = 1';
$newStatus = hesk_dbQuery($customerReplyStatusQuery)->fetch_assoc();
$defaultNewTicketStatus = hesk_dbQuery($defaultNewTicketStatusQuery)->fetch_assoc();

$ticket['status'] = $ticket['status'] == $defaultNewTicketStatus['ID'] ? $defaultNewTicketStatus['ID'] : $newStatus['ID'];

/* Update ticket as necessary */
$res = hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `lastchange`=NOW(), `status`='{$ticket['status']}', `replies`=`replies`+1, `lastreplier`='0' WHERE `id`='{$ticket['id']}' LIMIT 1");

// Insert reply into database
hesk_dbQuery("INSERT INTO `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` (`replyto`,`name`,`message`,`dt`,`attachments`) VALUES ({$ticket['id']},'".hesk_dbEscape($ticket['name'])."','".hesk_dbEscape($message)."',NOW(),'".hesk_dbEscape($myattachments)."')");


/*** Need to notify any staff? ***/

// --> 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['name'],
'subject'		=> $ticket['subject'],
'message'		=> stripslashes($message),
'attachments'	=> $myattachments,
'dt'			=> hesk_date($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);

// --> If ticket is assigned just notify the owner
if ($ticket['owner'])
{
	hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');
}
// --> No owner assigned, find and notify appropriate staff
else
{
	hesk_notifyStaff('new_reply_by_customer',"`notify_reply_unassigned`='1'");
}

/* Clear unneeded session variables */
hesk_cleanSessionVars('ticket_message');

/* Show the ticket and the success message */
hesk_process_messages($hesklang['reply_submitted_success'],'ticket.php?track='.$trackingID.$hesk_settings['e_param'].'&Refresh='.rand(10000,99999),'SUCCESS');
exit();
?>