ticket-view.inc.php

<?php
//Note that ticket obj is initiated in tickets.php.
if(!defined('OSTSCPINC') || !$thisstaff || !is_object($ticket) || !$ticket->getId()) die('Invalid path');

//Make sure the staff is allowed to access the page.
if(!@$thisstaff->isStaff() || !$ticket->checkStaffAccess($thisstaff)) die('Access Denied');

//Re-use the post info on error...savekeyboards.org (Why keyboard? -> some people care about objects than users!!)
$info=($_POST && $errors)?Format::input($_POST):array();

//Auto-lock the ticket if locking is enabled.. If already locked by the user then it simply renews.
if($cfg->getLockTime() && !$ticket->acquireLock($thisstaff->getId(),$cfg->getLockTime()))
    $warn.='Unable to obtain a lock on the ticket';

//Get the goodies.
$dept  = $ticket->getDept();  //Dept
$staff = $ticket->getStaff(); //Assigned or closed by..
$user  = $ticket->getOwner(); //Ticket User (EndUser)
$team  = $ticket->getTeam();  //Assigned team.
$sla   = $ticket->getSLA();
$lock  = $ticket->getLock();  //Ticket lock obj
$id    = $ticket->getId();    //Ticket ID.

//Useful warnings and errors the user might want to know!
if($ticket->isAssigned() && (
            ($staff && $staff->getId()!=$thisstaff->getId())
         || ($team && !$team->hasMember($thisstaff))
        ))
    $warn.='&nbsp;&nbsp;<span class="Icon assignedTicket">Ticket is assigned to '.implode('/', $ticket->getAssignees()).'</span>';
if(!$errors['err'] && ($lock && $lock->getStaffId()!=$thisstaff->getId()))
    $errors['err']='This ticket is currently locked by '.$lock->getStaffName();
if(!$errors['err'] && ($emailBanned=TicketFilter::isBanned($ticket->getEmail())))
    $errors['err']='Email is in banlist! Must be removed before any reply/response';

$unbannable=($emailBanned) ? BanList::includes($ticket->getEmail()) : false;

if($ticket->isOverdue())
    $warn.='&nbsp;&nbsp;<span class="Icon overdueTicket">Marked overdue!</span>';

?>
<table width="940" cellpadding="2" cellspacing="0" border="0">
    <tr>
        <td width="50%" class="has_bottom_border">
             <h2><a href="tickets.php?id=<?php echo $ticket->getId(); ?>"
             title="Reload"><i class="icon-refresh"></i> Ticket #<?php echo $ticket->getNumber(); ?></a></h2>
        </td>
        <td width="50%" class="right_align has_bottom_border">
            <?php
            if ($thisstaff->canBanEmails()
                    || $thisstaff->canEditTickets()
                    || ($dept && $dept->isManager($thisstaff))) { ?>
            <span class="action-button" data-dropdown="#action-dropdown-more">
                <span ><i class="icon-cog"></i> More</span>
                <i class="icon-caret-down"></i>
            </span>
            <?php
            } ?>
            <?php if($thisstaff->canDeleteTickets()) { ?>
                <a id="ticket-delete" class="action-button confirm-action" href="#delete"><i class="icon-trash"></i> Delete</a>
            <?php } ?>
            <?php
            if($thisstaff->canCloseTickets()) {
                if($ticket->isOpen()) {?>
                <a id="ticket-close" class="action-button" href="#close"><i class="icon-remove-circle"></i> Close</a>
                <?php
                } else { ?>
                <a id="ticket-reopen" class="action-button" href="#reopen"><i class="icon-undo"></i> Reopen</a>
                <?php
                } ?>
            <?php
            } ?>
            <?php
            if($thisstaff->canEditTickets()) { ?>
                <a class="action-button" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit"><i class="icon-edit"></i> Edit</a>
            <?php
            } ?>
            <?php
            if($ticket->isOpen() && !$ticket->isAssigned() && $thisstaff->canAssignTickets()) {?>
                <a id="ticket-claim" class="action-button confirm-action" href="#claim"><i class="icon-user"></i> Claim</a>

            <?php
            }?>
            <span class="action-button" data-dropdown="#action-dropdown-print">
                <a id="ticket-print" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print"><i class="icon-print"></i> Print</a>
                <i class="icon-caret-down"></i>
            </span>
            <div id="action-dropdown-print" class="action-dropdown anchor-right">
              <ul>
                 <li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print&notes=0"><i
                 class="icon-file-alt"></i> Ticket Thread</a>
                 <li><a class="no-pjax" target="_blank" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=print&notes=1"><i
                 class="icon-file-text-alt"></i> Thread + Internal Notes</a>
              </ul>
            </div>
            <div id="action-dropdown-more" class="action-dropdown anchor-right">
              <ul>
                <?php
                 if($thisstaff->canEditTickets()) { ?>
                    <li><a class="change-user" href="#tickets/<?php echo $ticket->getId(); ?>/change-user"><i class="icon-user"></i> Change Ticket Owner</a></li>
                <?php
                 }
                if($ticket->isOpen() && ($dept && $dept->isManager($thisstaff))) {

                    if($ticket->isAssigned()) { ?>
                        <li><a  class="confirm-action" id="ticket-release" href="#release"><i class="icon-user"></i> Release (unassign) Ticket</a></li>
                    <?php
                    }

                    if(!$ticket->isOverdue()) { ?>
                        <li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> Mark as Overdue</a></li>
                    <?php
                    }

                    if($ticket->isAnswered()) { ?>
                        <li><a class="confirm-action" id="ticket-unanswered" href="#unanswered"><i class="icon-circle-arrow-left"></i> Mark as Unanswered</a></li>
                    <?php
                    } else { ?>
                        <li><a class="confirm-action" id="ticket-answered" href="#answered"><i class="icon-circle-arrow-right"></i> Mark as Answered</a></li>
                    <?php
                    }
                } ?>
                <li><a href="#ajax.php/tickets/<?php echo $ticket->getId();
                    ?>/forms/manage" onclick="javascript:
                    $.dialog($(this).attr('href').substr(1), 201);
                    return false"
                    ><i class="icon-paste"></i> Manage Forms</a></li>

<?php           if($thisstaff->canBanEmails()) {
                     if(!$emailBanned) {?>
                        <li><a class="confirm-action" id="ticket-banemail"
                            href="#banemail"><i class="icon-ban-circle"></i> Ban Email (<?php echo $ticket->getEmail(); ?>)</a></li>
                <?php
                     } elseif($unbannable) { ?>
                        <li><a  class="confirm-action" id="ticket-banemail"
                            href="#unbanemail"><i class="icon-undo"></i> Unban Email (<?php echo $ticket->getEmail(); ?>)</a></li>
                    <?php
                     }
                }?>
              </ul>
            </div>
        </td>
    </tr>
</table>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
    <tr>
        <td width="50%">
            <table border="0" cellspacing="" cellpadding="4" width="100%">
                <tr>
                    <th width="100">Status:</th>
                    <td><?php echo ucfirst($ticket->getStatus()); ?></td>
                </tr>
                <tr>
                    <th>Priority:</th>
                    <td><?php echo $ticket->getPriority(); ?></td>
                </tr>
                <tr>
                    <th>Department:</th>
                    <td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
                </tr>
                <tr>
                    <th>Create Date:</th>
                    <td><?php echo Format::db_datetime($ticket->getCreateDate()); ?></td>
                </tr>
            </table>
        </td>
        <td width="50%" style="vertical-align:top">
            <table border="0" cellspacing="" cellpadding="4" width="100%">
                <tr>
                    <th width="100">User:</th>
                    <td><a href="#tickets/<?php echo $ticket->getId(); ?>/user"
                        onclick="javascript:
                            $.userLookup('ajax.php/tickets/<?php echo $ticket->getId(); ?>/user',
                                    function (user) {
                                        $('#user-'+user.id+'-name').text(user.name);
                                        $('#user-'+user.id+'-email').text(user.email);
                                        $('#user-'+user.id+'-phone').text(user.phone);
                                        $('select#emailreply option[value=1]').text(user.name+' <'+user.email+'>');
                                    });
                            return false;
                            "><i class="icon-user"></i> <span id="user-<?php echo $ticket->getOwnerId(); ?>-name"
                            ><?php echo Format::htmlchars($ticket->getName());
                        ?></span></a>
                        <?php
                        if($user) {
                            echo sprintf('&nbsp;&nbsp;<a href="tickets.php?a=search&uid=%d" title="Related Tickets" data-dropdown="#action-dropdown-stats">(<b>%d</b>)</a>',
                                    urlencode($user->getId()), $user->getNumTickets());
                        ?>
                            <div id="action-dropdown-stats" class="action-dropdown anchor-right">
                                <ul>
                                    <?php
                                    if(($open=$user->getNumOpenTickets()))
                                        echo sprintf('<li><a href="tickets.php?a=search&status=open&uid=%s"><i class="icon-folder-open-alt icon-fixed-width"></i> %d Open Tickets</a></li>',
                                                $user->getId(), $open);
                                    if(($closed=$user->getNumClosedTickets()))
                                        echo sprintf('<li><a href="tickets.php?a=search&status=closed&uid=%d"><i class="icon-folder-close-alt icon-fixed-width"></i> %d Closed Tickets</a></li>',
                                                $user->getId(), $closed);
                                    ?>
                                    <li><a href="tickets.php?a=search&uid=<?php echo $ticket->getOwnerId(); ?>"><i class="icon-double-angle-right icon-fixed-width"></i> All Tickets</a></li>
                                    <li><a href="users.php?id=<?php echo
                                    $user->getId(); ?>"><i class="icon-user