File: /home/wbwebdes/domains/support.wb-webdesign.com/private_html/admin/delete_tickets.php
<?php
/**
*
* This file is part of HESK - PHP Help Desk Software.
*
* (c) Copyright Klemen Stirn. All rights reserved.
* https://www.hesk.com
*
* For the full copyright and license agreement information visit
* https://www.hesk.com/eula.php
*
*/
define('IN_SCRIPT',1);
define('HESK_PATH','../');
/* Get all the required files and functions */
require(HESK_PATH . 'hesk_settings.inc.php');
define('TEMPLATE_PATH', HESK_PATH . "theme/{$hesk_settings['site_theme']}/");
require(HESK_PATH . 'inc/common.inc.php');
require(HESK_PATH . 'inc/admin_functions.inc.php');
require_once(HESK_PATH . 'inc/customer_accounts.inc.php');
hesk_load_database_functions();
hesk_session_start();
hesk_dbConnect();
hesk_isLoggedIn();
// Load priorities
require_once(HESK_PATH . 'inc/priorities.inc.php');
/* Set correct return URL */
if (isset($_SERVER['HTTP_REFERER']))
{
$url = hesk_input($_SERVER['HTTP_REFERER']);
$url = str_replace('&','&',$url);
if ($tmp = strstr($url,'show_tickets.php'))
{
$referer = $tmp;
}
elseif ($tmp = strstr($url,'find_tickets.php'))
{
$referer = $tmp;
}
elseif ($tmp = strstr($url,'admin_main.php'))
{
$referer = $tmp;
}
else
{
$referer = 'admin_main.php';
}
}
else
{
$referer = 'admin_main.php';
}
/* Is this a delete ticket request from within a ticket ("delete" icon)? */
if ( isset($_GET['delete_ticket']) )
{
/* Check permissions for this feature */
hesk_checkPermission('can_del_tickets');
/* A security check */
hesk_token_check();
// Tracking ID
$trackingID = hesk_cleanID() or die($hesklang['int_error'].': '.$hesklang['no_trackID']);
/* Get ticket info */
$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
hesk_error($hesklang['ticket_not_found']);
}
$ticket = hesk_dbFetchAssoc($result);
/* Is this user allowed to delete tickets inside this category? */
hesk_okCategory($ticket['category']);
hesk_fullyDeleteTicket($ticket['id'], $ticket['trackid']);
hesk_process_messages(sprintf($hesklang['num_tickets_deleted'],1),$referer,'SUCCESS');
}
/* This is a request from ticket list. Must be POST and id must be an array */
if ( ! isset($_POST['id']) || ! is_array($_POST['id']) )
{
hesk_process_messages($hesklang['no_selected'], $referer, 'NOTICE');
}
/* If not, then needs an action (a) POST variable set */
elseif ( ! isset($_POST['a']) )
{
hesk_process_messages($hesklang['invalid_action'], $referer);
}
$i=0;
// Assign tickets to
if ( isset($_POST['action-type']) && $_POST['action-type'] == 'assi')
{
if ( ! isset($_POST['owner']) || $_POST['owner'] == '')
{
hesk_process_messages($hesklang['assign_no'], $referer, 'NOTICE');
}
$end_message = array();
$num_assigned = 0;
// Permissions
$can_assign_others = hesk_checkPermission('can_assign_others',0);
if ($can_assign_others)
{
$can_assign_self = TRUE;
}
else
{
$can_assign_self = hesk_checkPermission('can_assign_self',0);
}
$owner = intval( hesk_POST('owner') );
if ($owner == -1)
{
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$revision = sprintf($hesklang['thist2'],hesk_date(),'<i>'.$hesklang['unas'].'</i>',addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
$res = hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `owner`=0 , `assignedby`=NULL , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`={$this_id} LIMIT 1");
$end_message[] = sprintf($hesklang['assign_2'], $this_id);
$i++;
}
hesk_process_messages($hesklang['assign_1'],$referer,'SUCCESS');
}
$res = hesk_dbQuery("SELECT `id`,`user`,`name`,`email`,`isadmin`,`categories`,`notify_assigned` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `id`='{$owner}' LIMIT 1");
$owner_data = hesk_dbFetchAssoc($res);
if ( ! $owner_data['isadmin'])
{
$owner_data['categories']=explode(',',$owner_data['categories']);
}
require(HESK_PATH . 'inc/email_functions.inc.php');
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`={$this_id} LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
continue;
}
$ticket = hesk_dbFetchAssoc($result);
if ( $ticket['owner'] == $owner )
{
$end_message[] = sprintf($hesklang['assign_3'], $ticket['trackid'], $owner_data['name']);
$i++;
continue;
}
if ( $owner_data['isadmin'] || in_array($ticket['category'],$owner_data['categories']))
{
$revision = sprintf($hesklang['thist2'],hesk_date(),addslashes($owner_data['name']).' ('.$owner_data['user'].')',addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `owner`={$owner} , `assignedby`=".intval($_SESSION['id']).", `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`={$this_id} LIMIT 1");
$end_message[] = sprintf($hesklang['assign_4'], $ticket['trackid'], $owner_data['name']);
$num_assigned++;
$ticket['owner'] = $owner;
$customers = hesk_get_customers_for_ticket($ticket['id']);
$customer_names = array_map(function($customer) { return $customer['name']; }, $customers);
$first_name = empty($customer_names) ? '' : $customer_names[0];
$customer_emails = array_map(function($customer) { return $customer['email']; }, $customers);
/* --> Prepare message */
// 1. Generate the array with ticket info that can be used in emails
$info = array(
'email' => implode(';', $customer_emails),
'category' => $ticket['category'],
'priority' => $ticket['priority'],
'owner' => $ticket['owner'],
'trackid' => $ticket['trackid'],
'status' => $ticket['status'],
'name' => implode(',', $customer_names),
'subject' => $ticket['subject'],
'message' => $ticket['message'],
'message_html' => $ticket['message_html'],
'attachments' => $ticket['attachments'],
'dt' => hesk_date($ticket['dt'], true),
'lastchange' => hesk_date($ticket['lastchange'], true),
'due_date' => hesk_format_due_date($ticket['due_date']),
'id' => $ticket['id'],
'time_worked' => $ticket['time_worked'],
'last_reply_by' => hesk_getReplierName($ticket),
);
// 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);
/* Notify the new owner? */
if ($ticket['owner'] != intval($_SESSION['id']))
{
hesk_notifyAssignedStaff(false, 'ticket_assigned_to_you', 'notify_assigned', false);
}
}
else
{
$end_message[] = sprintf($hesklang['assign_5'], $ticket['trackid'], $owner_data['name']);
}
$i++;
}
hesk_process_messages(sprintf($hesklang['assign_log'], $num_assigned, ($i - $num_assigned), implode("\n", $end_message)),$referer,($num_assigned == 0) ? 'ERROR' : ($num_assigned < $i ? 'NOTICE' : 'SUCCESS'));
}
// Change priority
if ( is_numeric($_POST['a']) && $_POST['action-type'] == 'bulk')
{
// A security check
hesk_token_check('POST');
// Priority info
$priority = $_POST['a'];
if ( ! isset($hesk_settings['priorities'][$priority])) {
hesk_error($hesklang['priority_e_id']);
}
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `priority`, `category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`={$this_id} LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
continue;
}
$ticket = hesk_dbFetchAssoc($result);
if ($ticket['priority'] == $priority)
{
continue;
}
hesk_okCategory($ticket['category']);
$revision = sprintf($hesklang['thist8'],hesk_date(),$hesk_settings['priorities'][$priority]['name'],addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `priority`='{$priority}', `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`={$this_id}");
$i++;
}
hesk_process_messages($hesklang['pri_set_to'].' '.$hesk_settings['priorities'][$priority]['name'],$referer,'SUCCESS');
}
/* DELETE */
elseif ($_POST['a']=='delete')
{
/* Check permissions for this feature */
hesk_checkPermission('can_del_tickets');
/* A security check */
hesk_token_check('POST');
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
continue;
}
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_fullyDeleteTicket($ticket['id'], $ticket['trackid']);
$i++;
}
hesk_process_messages(sprintf($hesklang['num_tickets_deleted'],$i),$referer,'SUCCESS');
}
/* MERGE TICKETS */
elseif ($_POST['a']=='merge')
{
/* Check permissions for this feature */
hesk_checkPermission('can_merge_tickets');
/* A security check */
hesk_token_check('POST');
/* Sort IDs, tickets will be merged to the lowest ID */
sort($_POST['id'], SORT_NUMERIC);
/* Select lowest ID as the target ticket */
$merge_into = array_shift($_POST['id']);
/* Merge tickets or throw an error */
if ( hesk_mergeTickets( $_POST['id'] , $merge_into ) )
{
hesk_process_messages($hesklang['merged'],$referer,'SUCCESS');
}
else
{
$hesklang['merge_err'] .= ' ' . $_SESSION['error'];
hesk_cleanSessionVars($_SESSION['error']);
hesk_process_messages($hesklang['merge_err'],$referer);
}
}
/* TAG/UNTAG TICKETS */
elseif ($_POST['a']=='tag' || $_POST['a']=='untag')
{
/* Check permissions for this feature */
hesk_checkPermission('can_add_archive');
/* A security check */
hesk_token_check('POST');
if ($_POST['a']=='tag')
{
$archived = 1;
$action = $hesklang['num_tickets_tag'];
}
else
{
$archived = 0;
$action = $hesklang['num_tickets_untag'];
}
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
continue;
}
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `archive`='$archived' WHERE `id`='".intval($this_id)."'");
$i++;
}
hesk_process_messages(sprintf($action,$i),$referer,'SUCCESS');
}
/* EXPORT */
elseif ($_POST['a']=='export')
{
/* Check permissions for this feature */
hesk_checkPermission('can_export');
/* A security check */
hesk_token_check('POST');
$ids_to_export = array();
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$ids_to_export[] = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$i++;
}
if ($i < 1)
{
hesk_process_messages($hesklang['no_selected'], $referer, 'NOTICE');
}
// Start SQL statement for selecting tickets
$sql = "SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id` IN (".implode(',', $ids_to_export).") ";
$sql .= " AND " . hesk_myCategories();
$sql .= " AND " . hesk_myOwnership();
require_once(HESK_PATH . 'inc/custom_fields.inc.php');
require_once(HESK_PATH . 'inc/statuses.inc.php');
require(HESK_PATH . 'inc/export_functions.inc.php');
list($success_msg, $tickets_exported) = hesk_export_to_XML($sql, true);
if ($tickets_exported > 0)
{
hesk_process_messages($success_msg,$referer,'SUCCESS');
}
else
{
hesk_process_messages($hesklang['n2ex'],$referer,'NOTICE');
}
}
/* ANONYMIZE */
elseif ($_POST['a']=='anonymize')
{
/* Check permissions for this feature */
hesk_checkPermission('can_privacy');
/* A security check */
hesk_token_check('POST');
require(HESK_PATH . 'inc/privacy_functions.inc.php');
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' AND ".hesk_myOwnership()." LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
continue;
}
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_anonymizeTicket(null, null, true);
$i++;
}
hesk_process_messages(sprintf($hesklang['num_tickets_anon'],$i),$referer,'SUCCESS');
}
/* PRINT */
elseif ($_POST['a']=='print')
{
/* Check permissions for this feature */
hesk_checkPermission('can_view_tickets');
/* A security check */
hesk_token_check('POST');
// Load custom fields
require_once(HESK_PATH . 'inc/custom_fields.inc.php');
// Load statuses
require_once(HESK_PATH . 'inc/statuses.inc.php');
// List of staff
if (!isset($admins))
{
$admins = array();
$res2 = hesk_dbQuery("SELECT `id`,`name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` ORDER BY `id` ASC");
while ($row=hesk_dbFetchAssoc($res2))
{
$admins[$row['id']]=$row['name'];
}
}
// List of categories
$hesk_settings['categories'] = array();
$res2 = hesk_dbQuery('SELECT `id`, `name` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'categories` WHERE ' . hesk_myCategories('id') . ' ORDER BY `cat_order` ASC');
while ($row=hesk_dbFetchAssoc($res2))
{
$hesk_settings['categories'][$row['id']] = $row['name'];
}
// Print page head
header('Content-Type: text/html; charset=utf-8');
$tickets = array();
// Loop through ticket IDs and print them
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) ) {
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
if (hesk_dbNumRows($result) != 1)
{
continue;
}
$ticket = hesk_dbFetchAssoc($result);
// Check that we have proper permissions to view this ticket
hesk_okCategory($ticket['category']);
$can_view_ass_by = hesk_checkPermission('can_view_ass_by', 0);
$can_view_unassigned = hesk_checkPermission('can_view_unassigned',0);
if ($ticket['owner'] && $ticket['owner'] != $_SESSION['id'] && ! hesk_checkPermission('can_view_ass_others',0))
{
// Maybe this user is allowed to view tickets he/she assigned?
if ( ! $can_view_ass_by || $ticket['assignedby'] != $_SESSION['id'])
{
hesk_error($hesklang['ycvtao']);
}
}
if (!$ticket['owner'] && ! $can_view_unassigned)
{
hesk_error($hesklang['ycovtay']);
}
// All good, continue...
$customers = hesk_get_customers_for_ticket($ticket['id']);
// Demo mode
if ( defined('HESK_DEMO') )
{
foreach ($customers as $customer) {
$customer['email'] = '[email protected]';
}
$ticket['ip'] = '127.0.0.1';
}
$category['name'] = isset($hesk_settings['categories'][$ticket['category']]) ? $hesk_settings['categories'][$ticket['category']] : $hesklang['catd'];
// Get replies
$res = hesk_dbQuery("SELECT `replies`.*, `reply_customer`.`name` AS `customer_name`, `reply_staff`.`name` AS `staff_name`
FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` AS `replies`
LEFT JOIN `".hesk_dbEscape($hesk_settings['db_pfix'])."customers` AS `reply_customer`
ON `replies`.`customer_id` = `reply_customer`.`id`
LEFT JOIN `".hesk_dbEscape($hesk_settings['db_pfix'])."users` AS `reply_staff`
ON `replies`.`staffid` = `reply_staff`.`id`
WHERE `replyto`='{$ticket['id']}' ORDER BY `replies`.`id` ASC");
$replies = [];
while ($row = hesk_dbFetchAssoc($res)) {
if (intval($row['staffid']) > 0) {
$row['name'] = $row['staff_name'];
} else {
$row['name'] = $row['customer_name'];
}
$replies[] = $row;
}
// Get notes
$notes = array();
$res2 = hesk_dbQuery("SELECT t1.*, t2.`name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."notes` AS t1 LEFT JOIN `".hesk_dbEscape($hesk_settings['db_pfix'])."users` AS t2 ON t1.`who` = t2.`id` WHERE `ticket`='{$ticket['id']}' ORDER BY t1.`id`");
while ($note = hesk_dbFetchAssoc($res2))
{
$notes[] = $note;
}
$ticket['notes'] = $notes;
$ticket['replies'] = $replies;
$ticket['categoryName'] = $category['name'];
$ticket['customers'] = $customers;
$tickets[] = $ticket;
}
// Print tickets
require(HESK_PATH . 'inc/print_template.inc.php');
flush();
exit();
}
/* JUST CLOSE */
else
{
/* Check permissions for this feature */
hesk_checkPermission('can_view_tickets');
hesk_checkPermission('can_resolve');
/* A security check */
hesk_token_check('POST');
// Will we need ticket notifications?
if ($hesk_settings['notify_closed'])
{
require(HESK_PATH . 'inc/email_functions.inc.php');
}
$revision = sprintf($hesklang['thist3'],hesk_date(),addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');
foreach ($_POST['id'] as $this_id)
{
if ( is_array($this_id) )
{
continue;
}
$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
$result = hesk_dbQuery("SELECT " . ($hesk_settings['notify_closed'] ? '*' : '`category`') . " FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
$ticket = hesk_dbFetchAssoc($result);
hesk_okCategory($ticket['category']);
hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='3', `closedat`=NOW(), `closedby`=".intval($_SESSION['id']).", `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`='".intval($this_id)."'");
$i++;
$ticket['collaborators'] = hesk_getTicketsCollaboratorIDs($ticket['id']);
// Notify customer of closed ticket?
if ($hesk_settings['notify_closed'] || count($ticket['collaborators']))
{
$ticket['dt'] = hesk_date($ticket['dt'], true);
$ticket['lastchange'] = hesk_date($ticket['lastchange'], true);
$ticket['due_date'] = hesk_format_due_date($ticket['due_date']);
$customers = hesk_get_customers_for_ticket($ticket['id']);
$customer_emails = array_map(function($customer) { return $customer['email']; }, $customers);
$customer_names = array_map(function($customer) { return $customer['name']; }, $customers);
$ticket['email'] = implode(';', $customer_emails);
$ticket['name'] = implode(';', $customer_names);
$ticket['last_reply_by'] = hesk_getReplierName($ticket);
$ticket = hesk_ticketToPlain($ticket, 1, 0);
if ($hesk_settings['notify_closed']) {
hesk_notifyCustomer('ticket_closed');
}
if (count($ticket['collaborators'])) {
hesk_notifyAssignedStaff(false, 'collaborator_resolved', 'notify_collaborator_resolved', 'notify_collaborator_resolved', array($_SESSION['id']));
}
}
}
hesk_process_messages(sprintf($hesklang['num_tickets_closed'],$i),$referer,'SUCCESS');
}