tickets.inc.php

<?php
if(!defined('OSTSCPINC') || !$thisstaff || !@$thisstaff->isStaff()) die('Access Denied');

$qstr='&'; //Query string collector
if($_REQUEST['status']) { //Query string status has nothing to do with the real status used below; gets overloaded.
    $qstr.='status='.urlencode($_REQUEST['status']);
}

//See if this is a search
$search=($_REQUEST['a']=='search');
$searchTerm='';
//make sure the search query is 3 chars min...defaults to no query with warning message
if($search) {
  $searchTerm=$_REQUEST['query'];
  if( ($_REQUEST['query'] && strlen($_REQUEST['query'])<3) 
      || (!$_REQUEST['query'] && isset($_REQUEST['basic_search'])) ){ //Why do I care about this crap...
      $search=false; //Instead of an error page...default back to regular query..with no search.
      $errors['err']='Search term must be more than 3 chars';
      $searchTerm='';
  }
}
$showoverdue=$showanswered=$showassigned=false;
$staffId=0; //Nothing for now...TODO: Allow admin and manager to limit tickets to single staff level.
//show Assigned To column, if enabled. Admins and managers can overwrite system settings!
$showassigned=(($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets()) && !$search);

//Get status we are actually going to use on the query...making sure it is clean!
$status=null;
switch(strtolower($_REQUEST['status'])){ //Status is overloaded
    case 'open':
        $status='open';
        break;
    case 'closed':
        $status='closed';
        $showassigned=false;
        break;
    case 'overdue':
        $status='open';
        $showoverdue=true;
        $results_type='Overdue Tickets';
        break;
    case 'assigned':
        $status='open';
        $staffId=$thisstaff->getId();
        break;
    case 'answered':
        $status='open';
        $showanswered=true;
        $results_type='Answered Tickets';
        break;
    default:
        if(!$search)
            $status='open';
}

$qwhere ='';
/* 
   STRICT DEPARTMENTS BASED PERMISSION!
   User can also see tickets assigned to them regardless of the ticket's dept.
*/

$depts=$thisstaff->getDepts();    
$qwhere =' WHERE ( '
        .'  ticket.dept_id IN ('.($depts?implode(',',$depts):0).') OR ticket.staff_id='.$thisstaff->getId();
if(($teams=$thisstaff->getTeams()) && count(array_filter($teams)))
    $qwhere.=' OR ticket.team_id IN('.implode(',',array_filter($teams)).') ';
$qwhere .= ' )';

//STATUS
if($status){
    $qwhere.=' AND status='.db_input(strtolower($status));    
}

//Overloaded sub-statuses  - you've got to just have faith!
if($staffId && ($staffId==$thisstaff->getId())) { //Staff's assigned tickets.
    $results_type='Assigned Tickets';
    $qwhere.=' AND ticket.staff_id='.db_input($staffId);
    $showassigned=false; //My tickets...already assigned to the staff.
}elseif($showoverdue) { //overdue
    $qwhere.=' AND isoverdue=1 ';
}elseif($showanswered) { ////Answered
    $qwhere.=' AND isanswered=1 ';
}elseif(!$search && !$cfg->showAnsweredTickets() && !strcasecmp($status,'open')) {
    $qwhere.=' AND isanswered=0 ';
}

//******* Showing assigned tickets? (don't confuse it with show assigned To column). F'it it's confusing - just trust me! ***/
if(!($cfg->showAssignedTickets() || $thisstaff->showAssignedTickets()) && strcasecmp($status,'closed'))
    $sql.=' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($thisstaff->getId()).') ';

//Search?? Somebody...get me some coffee 
$deep_search=false;
if($search):
    $qstr.='&a='.urlencode($_REQUEST['a']);
    $qstr.='&t='.urlencode($_REQUEST['t']);
    if(isset($_REQUEST['advance_search'])){ //advance search box!
        $qstr.='&advance_search=Search';
    }

    //query
    if($searchTerm){
        $qstr.='&query='.urlencode($searchTerm);
        $queryterm=db_real_escape($searchTerm,false); //escape the term ONLY...no quotes.
        if(is_numeric($searchTerm)){
            $qwhere.=" AND ticket.ticketID LIKE '$queryterm%'";
        }elseif(strpos($searchTerm,'@') && Validator::is_email($searchTerm)){ //pulling all tricks!
            $qwhere.=" AND ticket.email='$queryterm'";
        }else{//Deep search!
            //This sucks..mass scan! search anything that moves! 
            
            $deep_search=true;
            if($_REQUEST['stype'] && $_REQUEST['stype']=='FT') { //Using full text on big fields.
                $qwhere.=" AND ( ticket.email LIKE '%$queryterm%'".
                            " OR ticket.name LIKE '%$queryterm%'".
                            " OR ticket.subject LIKE '%$queryterm%'".
                            " OR note.title LIKE '%$queryterm%'".
                            " OR MATCH(message.message)   AGAINST('$queryterm')".
                            " OR MATCH(response.response) AGAINST('$queryterm')".
                            " OR MATCH(note.note) AGAINST('$queryterm')".
                            ' ) ';
            }else{
                $qwhere.=" AND ( ticket.email LIKE '%$queryterm%'".
                            " OR ticket.name LIKE '%$queryterm%'".
                            " OR ticket.subject LIKE '%$queryterm%'".
                            " OR message.message LIKE '%$queryterm%'".
                            " OR response.response LIKE '%$queryterm%'".
                            " OR note.note LIKE '%$queryterm%'".
                            " OR note.title LIKE '%$queryterm%'".
                            ' ) ';
            }
        }
    }
    //department
    if($_REQUEST['dept'] && in_array($_REQUEST['dept'],$thisstaff->getDepts())) {
        //This is dept based search..perm taken care above..put the sucker in.
        $qwhere.=' AND ticket.dept_id='.db_input($_REQUEST['dept']);
        $qstr.='&dept='.urlencode($_REQUEST['dept']);
    }
    //Teams
    if($_REQUEST['team'] && ($thisuser->isadmin() || in_array($_REQUEST['team'],$thisuser->getTeams()))) {
        $qwhere.=' AND ticket.team_id='.db_input($_REQUEST['team']);
        $qstr.='&team='.urlencode($_REQUEST['team']);
    }

    //dates
    $startTime  =($_REQUEST['startDate'] && (strlen($_REQUEST['startDate'])>=8))?strtotime($_REQUEST['startDate']):0;
    $endTime    =($_REQUEST['endDate'] && (strlen($_REQUEST['endDate'])>=8))?strtotime($_REQUEST['endDate']):0;
    if( ($startTime && $startTime>time()) or ($startTime>$endTime && $endTime>0)){
        $errors['err']='Entered date span is invalid. Selection ignored.';
        $startTime=$endTime=0;
    }else{
        //Have fun with dates.
        if($startTime){
            $qwhere.=' AND ticket.created>=FROM_UNIXTIME('.$startTime.')';
            $qstr.='&startDate='.urlencode($_REQUEST['startDate']);
                        
        }
        if($endTime){
            $qwhere.=' AND ticket.created<=FROM_UNIXTIME('.$endTime.')';
            $qstr.='&endDate='.urlencode($_REQUEST['endDate']);
        }
}

endif;

$sortOptions=array('date'=>'ticket.created','ID'=>'ticketID','pri'=>'priority_urgency','name'=>'ticket.name',
                   'subj'=>'ticket.subject','status'=>'ticket.status','assignee'=>'assigned','staff'=>'staff');
$orderWays=array('DESC'=>'DESC','ASC'=>'ASC');

//Sorting options...
$order_by=$order=null;
if($_REQUEST['sort'] && $sortOptions[$_REQUEST['sort']])
    $order_by =$sortOptions[$_REQUEST['sort']];

if($_REQUEST['order'] && $orderWays[strtoupper($_REQUEST['order'])])
    $order=$orderWays[strtoupper($_REQUEST['order'])];

if(!$order_by && $showanswered) {
    $order_by='ticket.lastresponse, ticket.created'; //No priority sorting for answered tickets.
}elseif(!$order_by && !strcasecmp($status,'closed')){
    $order_by='ticket.closed, ticket.created'; //No priority sorting for closed tickets.
}
$order_by =$order_by?$order_by:'priority_urgency,effective_date,ticket.created';
$order=$order?$order:'DESC';

if($order_by && strpos($order_by,','))
    $order_by=str_replace(','," $order,",$order_by);

$sort=$_REQUEST['sort']?strtolower($_REQUEST['sort']):'urgency'; //Urgency is not on display table.
$x=$sort.'_sort';
$$x=' class="'.strtolower($order).'" ';

if($_GET['limit'])
    $qstr.='&limit='.urlencode($_GET['limit']);

$qselect ='SELECT DISTINCT ticket.ticket_id,lock_id,ticketID,ticket.dept_id,ticket.staff_id,ticket.team_id '
         .' ,ticket.subject,ticket.name,ticket.email,dept_name '
         .' ,ticket.status,ticket.source,isoverdue,isanswered,ticket.created,pri.* ';

$qfrom=' FROM '.TICKET_TABLE.' ticket '.
       ' LEFT JOIN '.DEPT_TABLE.' dept ON ticket.dept_id=dept.dept_id ';

if($search && $deep_search) {
    $sjoin=' LEFT JOIN '.TICKET_MESSAGE_TABLE.' message ON (ticket.ticket_id=message.ticket_id )'
          .' LEFT JOIN '.TICKET_RESPONSE_TABLE.' response ON (ticket.ticket_id=response.ticket_id )'
          .' LEFT JOIN '.TICKET_NOTE_TABLE.' note ON (ticket.ticket_id=note.ticket_id ) ';
}

$qgroup=' GROUP BY ticket.ticket_id';
//get ticket count based on the query so far..
$total=db_count("SELECT count(DISTINCT ticket.ticket_id) $qfrom $sjoin $qwhere");
//pagenate
$pagelimit=($_GET['limit'] && is_numeric($_GET['limit']))?$_GET['limit']:$thisstaff->getPageLimit();
$page=($_GET['p'] && is_numeric($_GET['p']))?$_GET['p']:1;
$pageNav=new Pagenate($total,$page,$pagelimit);
$pageNav->setURL('tickets.php',$qstr.'&sort='.urlencode($_REQUEST['sort']).'&order='.urlencode($_REQUEST['order']));

//ADD attachment,priorities, lock and other crap
$qselect.=' ,count(attach.attach_id) as attachments '
         .' ,count(DISTINCT message.msg_id) as messages '
         .' ,count(DISTINCT response.response_id) as responses '
         .' ,count(DISTINCT note.note_id) as notes '
         .' ,IF(ticket.reopened is NULL,IF(ticket.lastmessage is NULL,ticket.created,ticket.lastmessage),ticket.reopened) as effective_date '
         .' ,CONCAT_WS(" ", staff.firstname, staff.lastname) as staff, team.name as team '
         .' ,IF(staff.staff_id IS NULL,team.name,CONCAT_WS(" ", staff.lastname, staff.firstname)) as assigned ';

$qfrom.=' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON (ticket.priority_id=pri.priority_id) '
       .' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON (ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() 
               AND tlock.staff_id!='.db_input($thisstaff->getId()).') '
       .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON (ticket.ticket_id=attach.ticket_id) '
       .' LEFT JOIN '.TICKET_MESSAGE_TABLE.' message ON (ticket.ticket_id=message.ticket_id) '
       .' LEFT JOIN '.TICKET_RESPONSE_TABLE.' response ON (ticket.ticket_id=response.ticket_id) '
       .' LEFT JOIN '.TICKET_NOTE_TABLE.' note ON (ticket.ticket_id=note.ticket_id ) '
       .' LEFT JOIN '.STAFF_TABLE.' staff ON (ticket.staff_id=staff.staff_id) '
       .' LEFT JOIN '.TEAM_TABLE.' team ON (ticket.team_id=team.team_id) ';

$query="$qselect $qfrom $qwhere $qgroup ORDER BY $order_by $order LIMIT ".$pageNav->getStart().",".$pageNav->getLimit();
//echo $query;
$res = db_query($query);
$showing=db_num_rows($res)?$pageNav->showing():"";
if(!$results_type) {
    $results_type=($search)?'Search Results':ucfirst($status).' Tickets';
}
$negorder=$order=='DESC'?'ASC':'DESC'; //Negate the sorting..

$basic_display=!isset($_REQUEST['advance_search'])?true:false;

//YOU BREAK IT YOU FIX IT.
?>
<!-- SEARCH FORM START -->
<div id='basic' style="display:<?php echo $basic_display?'block':'none'; ?>">
    <form action="tickets.php" method="get">
    <input type="hidden" name="a" value="search">
    <table>
        <tr>
            <td><input type="text" id="query" name="query" size=30 value="<?php echo Format::htmlchars($_REQUEST['query']); ?>"></td>
            <td><input type="submit" name="basic_search" class="button" value="Search"></td>
        </tr>
    </table>
    </form>
</div>
<div id='advance' style="display:<?php echo $basic_display?'none':'block'; ?>">
 <form action="tickets.php" method="get">
 <input type="hidden" name="a" value="search">
  <table>
    <tr>
        <td>Query: </td><td><input type="text" id="query" name="query" value="<?php echo Format::htmlchars($_REQUEST['query']); ?>"></td>
        <td>Dept:</td>
        <td><select name="dept"><option value=0>All Departments</option>
            <?php
                //Showing only departments the user has access to...
                $sql='SELECT dept_id,dept_name FROM '.DEPT_TABLE;
                if(!$thisstaff->isadmin())
                    $sql.=' WHERE dept_id IN ('.implode(',',$thisstaff->getDepts()).')';
                
                $depts= db_query($sql);
                while (list($deptId,$deptName) = db_fetch_row($depts)){
                $selected = ($_GET['dept']==$deptId)?'selected':''; ?>
                <option value="<?php echo $deptId; ?>"<?php echo $selected; ?>><?php echo $deptName; ?></option>
            <?php
            } ?>
            </select>
        </td>
        <td>Status is:</td><td>
    
        <select name="status">
            <option value='any' selected >Any status</option>
            <option value="open" <?php echo !strcasecmp($_REQUEST['status'],'Open')?'selected':''; ?>>Open</option>
            <option value="overdue" <?php echo !strcasecmp($_REQUEST['status'],'overdue')?'selected':''; ?>>Overdue</option>
            <option value="closed" <?php echo !strcasecmp($_REQUEST['status'],'Closed')?'selected':''; ?>>Closed</option>
        </select>
        </td>
     </tr>
    </table>
    <div>
        Date Span:
        &nbsp;From&nbsp;<input id="sd" name="startDate" value="<?php echo Format::htmlchars($_REQUEST['startDate']); ?>" 
                onclick="event.cancelBubble=true;calendar(this);" autocomplete=OFF>
            <a href="#" onclick="event.cancelBubble=true;calendar(getObj('sd')); return false;"><img src='images/cal.png'border=0 alt=""></a>
            &nbsp;&nbsp; to &nbsp;&nbsp;
            <input id="ed" name="endDate" value="<?php echo Format::htmlchars($_REQUEST['endDate']); ?>" 
                onclick="event.cancelBubble=true;calendar(this);" autocomplete=OFF >
                <a href="#" onclick="event.cancelBubble=true;calendar(getObj('ed')); return false;"><img src='images/cal.png'border=0 alt=""></a>
            &nbsp;&nbsp;
    </div>
    <table>
    <tr>
       <td>Type:</td>
       <td>       
        <select name="stype">
            <option value="LIKE" <?php echo (!$_REQUEST['stype'] || $_REQUEST['stype'] == 'LIKE') ?'selected':''; ?>>Scan (%)</option>
            <option value="FT"<?php echo  $_REQUEST['stype'] == 'FT'?'selected':''; ?>>Fulltext</option>
        </select>
 

       </td>
       <td>Sort by:</td><td>
        <?php
         $sort=$_GET['sort']?$_GET['sort']:'date';
        ?>
        <select name="sort">
    	    <option value="ID" <?php echo  $sort== 'ID' ?'selected':''; ?>>Ticket #</option>
            <option value="pri" <?php echo  $sort == 'pri' ?'selected':''; ?>>Priority</option>
            <option value="date" <?php echo  $sort == 'date' ?'selected':''; ?>>Date</option>
            <option value="dept" <?php echo  $sort == 'dept' ?'selected':''; ?>>Dept.</option>
        </select>
        <select name="order">
            <option value="DESC"<?php echo  $_REQUEST['order'] == 'DESC' ?'selected':''; ?>>Descending</option>
            <option value="ASC"<?php echo  $_REQUEST['order'] == 'ASC'?'selected':''; ?>>Ascending</option>
        </select>
       </td>
        <td>Results Per Page:</td><td>
        <select name="limit">
        <?php
         $sel=$_REQUEST['limit']?$_REQUEST['limit']:15;
         for ($x = 5; $x <= 25; $x += 5) { ?>
            <option  value="<?php echo $x; ?>" <?php echo ($sel==$x )?'selected':''; ?>><?php echo $x; ?></option>
        <?php } ?>
        </select>
     </td>
     <td>
     <input type="submit" name="advance_search" class="button" value="Search">
       &nbsp;[ <a href="#" onClick="showHide('advance','basic'); return false;" >Basic</a> ]
    </td>
  </tr>
 </table>
 </form>
</div>
<!-- SEARCH FORM END -->
<div class="clear"></div>
<div style="margin-bottom:20px">
<form action="tickets.php" method="POST" name='tickets' onSubmit="return checkbox_checker(this,1,0);">
 <a class="refresh" href="">Refresh</a>
 <input type="hidden" name="a" value="mass_process" >
 <input type="hidden" name="status" value="<?php echo $status; ?>" >
 <table class="list" border="0" cellspacing="1" cellpadding="2" width="940">
    <caption><?php echo $showing; ?>&nbsp;&nbsp;&nbsp;<?php echo $results_type; ?></caption>
    <thead>
        <tr>
            <?php if($thisstaff->canManageTickets()) { ?>
	        <th width="8px">&nbsp;</th>
            <?php } ?>
	        <th width="70">
                <a <?php echo $id_sort; ?> href="tickets.php?sort=ID&order=<?php echo $negorder; ?><?php echo $qstr; ?>" 
                    title="Sort By Ticket ID <?php echo $negorder; ?>">Ticket</a></th>
	        <th width="70">
                <a  <?php echo $date_sort; ?> href="tickets.php?sort=date&order=<?php echo $negorder; ?><?php echo $qstr; ?>" 
                    title="Sort By Date <?php echo $negorder; ?>">Date</a></th>
	        <th width="280">
                 <a <?php echo $subj_sort; ?> href="tickets.php?sort=subj&order=<?php echo $negorder; ?><?php echo $qstr; ?>" 
                    title="Sort By Subject <?php echo $negorder; ?>">Subject</a></th>
            <th width="170">
                <a <?php echo $name_sort; ?> href="tickets.php?sort=name&order=<?php echo $negorder; ?><?php echo $qstr; ?>"
                     title="Sort By Name <?php echo $negorder; ?>">From</a></th>
            <?php
            if($search && !$status) { ?>
                <th width="60">
                    <a <?php echo $status_sort; ?> href="tickets.php?sort=status&order=<?php echo $negorder; ?><?php echo $qstr; ?>"
                        title="Sort By Status <?php echo $negorder; ?>">Status</a></th>
            <?php
            } else { ?>
                <th width="60" <?=$pri_sort?>>
                    <a <?php echo $pri_sort; ?> href="tickets.php?sort=pri&order=<?php echo $negorder; ?><?php echo $qstr; ?>" 
                        title="Sort By Priority <?php echo $negorder; ?>">Priority</a></th>
            <?php
            }

            if($showassigned){ ?>
            <th width="150">
                <a <?php echo $assignee_sort; ?> href="tickets.php?sort=assignee&order=<?php echo $negorder; ?><?php echo $qstr; ?>" 
                    title="Sort By Assignee <?php echo $negorder;?>">Assigned To</a></th>
            <?}elseif(!strcasecmp($status,'closed')){?>
            <th width="150">
                <a <?php echo $staff_sort; ?> href="tickets.php?sort=staff&order=<?php echo $negorder; ?><?php echo $qstr; ?>" 
                    title="Sort By Closing Staff Name <?php echo $negorder; ?>">Closed By</a></th>
            <?}else{?>
            <th width="150">
                <a <?=$dept_sort?> href="tickets.php?sort=dept&order=<?=$negorder?><?=$qstr?>" 
                    title="Sort By Department <?=$negorder?>">Department</a></th>
            <?}?>
        </tr>
     </thead>
     <tbody>
        <?php
        $class = "row1";
        $total=0;
        if($res && ($num=db_num_rows($res))):
            while ($row = db_fetch_array($res)) {
                $tag=$row['staff_id']?'assigned':'openticket';
                $flag=null;
                if($row['lock_id'])
                    $flag='locked';
                elseif($row['isoverdue'])
                    $flag='overdue';

                $lc='';
                if($showassigned || !strcasecmp($status,'closed')) {
                    if($row['staff_id'])
                        $lc=sprintf('<span class="Icon staffAssigned">%s</span>',Format::truncate($row['staff'],40));
                    elseif($row['team_id'])
                        $lc=sprintf('<span class="Icon teamAssigned">%s</span>',Format::truncate($row['team'],40));
                    else
                        $lc=' ';
                }else{
                    $lc=Format::truncate($row['dept_name'],40);
                }
                $tid=$row['ticketID'];
                $subject = Format::truncate($row['subject'],40);
                $threadcount=$row['messages']+$row['responses'];
                if(!strcasecmp($row['status'],'open') && !$row['isanswered'] && !$row['lock_id']) {
                    $tid=sprintf('<b>%s</b>',$tid);
                }
                ?>
            <tr id="<?php echo $row['ticket_id']; ?>">
                <?php if($thisstaff->canManageTickets()) { ?>
                <td align="center" class="nohover">
                    <input type="checkbox" name="tids[]" value="<?php echo $row['ticket_id']; ?>" onClick="highLight(this.value,this.checked);">
                </td>
                <?php } ?>
                <td align="center" title="<?php echo $row['email']; ?>" nowrap>
                  <a class="Icon <?php echo strtolower($row['source']); ?>Ticket ticketPreview" title="Preview Ticket" 
                    href="tickets.php?id=<?php echo $row['ticket_id']; ?>"><?php echo $tid; ?></a></td>
                <td align="center" nowrap><?php echo Format::db_date($row['created']); ?></td>
                <td><a <?php if($flag) { ?> class="Icon <?php echo $flag; ?>Ticket" title="<?php echo ucfirst($flag); ?> Ticket" <?php } ?> 
                    href="tickets.php?id=<?php echo $row['ticket_id']; ?>"><?php echo $subject; ?></a>
                     &nbsp;
                     <?php echo ($threadcount>1)?" <small>($threadcount)</small>&nbsp;":''?>
                     <?php echo $row['attachments']?"<span class='Icon file'>&nbsp;</span>":''; ?>
                </td>
                <td nowrap>&nbsp;<?php echo Format::truncate($row['name'],22,strpos($row['name'],'@')); ?>&nbsp;</td>
                <?php 
                if($search && !$status){
                    $displaystatus=ucfirst($row['status']);
                    if(!strcasecmp($row['status'],'open'))
                        $displaystatus="<b>$displaystatus</b>";
                    echo "<td>$displaystatus</td>";
                } else { ?>
                <td class="nohover" align="center" style="background-color:<?php echo $row['priority_color']; ?>;">
                    <?php echo $row['priority_desc']; ?></td>
                <?php
                } 
                ?>
                <td nowrap>&nbsp;<?php echo $lc; ?></td>
            </tr>
            <?php
            } //end of while.
        else: //not tickets found!! set fetch error.
            $ferror='Query returned 0 results.';  
        endif; ?>
    </tbody>
    <tfoot>
     <tr>
        <td colspan="7">
            <?php if($res && $num){ ?>
            Select:&nbsp;
            <a href="#" onclick="return select_all(document.forms['tickets'],true)">All</a>&nbsp;&nbsp;
            <a href="#" onclick="return reset_all(document.forms['tickets'])">None</a>&nbsp;&nbsp;
            <a href="#" onclick="return toogle_all(document.forms['tickets'],true)">Toggle</a>&nbsp;&nbsp;
            <?php }else{
                echo $ferror?Format::htmlchars($ferror):'Query returned 0 results.';
            } ?>
        </td>
     </tr>
    </tfoot>
    </table>
    <?php
    if($num>0){ //if we actually had any tickets returned.
        echo '<div>&nbsp;Page:'.$pageNav->getPageLinks().'&nbsp;</div>';
    ?>
        <?php
         if($thisstaff->canManageTickets()) { ?>
           <p class="centered">  
            <?php
            $status=$_REQUEST['status']?$_REQUEST['status']:$status;
            switch (strtolower($status)) {
                case 'closed': ?>
                    <input class="button" type="submit" name="reopen" value="Reopen"
                        onClick=' return confirm("Are you sure you want to reopen selected tickets?");'>
                    <?php
                    break;
                case 'open':
                case 'answered':
                case 'assigned':
                    ?>
                    <input class="button" type="submit" name="overdue" value="Overdue"
                        onClick=' return confirm("Are you sure you want to mark selected tickets overdue/stale?");'>
                    <input class="button" type="submit" name="close" value="Close"
                        onClick=' return confirm("Are you sure you want to close selected tickets?");'>
                    <?php
                    break;
                default: //search??
                    ?>
                    <input class="button" type="submit" name="close" value="Close"
                        onClick=' return confirm("Are you sure you want to close selected tickets?");'>
                    <input class="button" type="submit" name="reopen" value="Reopen"
                        onClick=' return confirm("Are you sure you want to reopen selected tickets?");'>
            <?php
            }
            if($thisstaff->canDeleteTickets()) { ?>
                <input class="button" type="submit" name="delete" value="Delete" 
                    onClick=' return confirm("Are you sure you want to DELETE selected tickets?");'>
            <?php } ?>
        </p>
        <?php
       }
    } ?>
    </form>
</div>