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
$role  = $thisstaff->getRole($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 ($ticket->isClosed() && !$ticket->isReopenable())
    $warn = sprintf(
            __('Current ticket status (%s) does not allow the end user to reply.'),
            $ticket->getStatus());
elseif ($ticket->isAssigned()
        && (($staff && $staff->getId()!=$thisstaff->getId())
            || ($team && !$team->hasMember($thisstaff))
        ))
    $warn.= sprintf('&nbsp;&nbsp;<span class="Icon assignedTicket">%s</span>',
            sprintf(__('Ticket is assigned to %s'),
                implode('/', $ticket->getAssignees())
                ));

if (!$errors['err']) {

    if ($lock && $lock->getStaffId()!=$thisstaff->getId())
        $errors['err'] = sprintf(__('This ticket is currently locked by %s'),
                $lock->getStaffName());
    elseif (($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="20%" class="has_bottom_border">
             <h2><a href="tickets.php?id=<?php echo $ticket->getId(); ?>"
             title="<?php echo __('Reload'); ?>"><i class="icon-refresh"></i>
             <?php echo sprintf(__('Ticket #%s'), $ticket->getNumber()); ?></a></h2>
        </td>
        <td width="auto" class="flush-right has_bottom_border">
            <?php
            if ($role->canBanEmails()
                    || $role->canEditTickets()
                    || ($dept && $dept->isManager($thisstaff))) { ?>
            <span class="action-button pull-right" data-dropdown="#action-dropdown-more">
                <i class="icon-caret-down pull-right"></i>
                <span ><i class="icon-cog"></i> <?php echo __('More');?></span>
            </span>
            <?php
            }
            // Status change options
            echo TicketStatus::status_options();

            if ($role->canEditTickets()) { ?>
                <a class="action-button pull-right" href="tickets.php?id=<?php echo $ticket->getId(); ?>&a=edit"><i class="icon-edit"></i> <?php
                    echo __('Edit'); ?></a>
            <?php
            }
            if ($ticket->isOpen() && !$ticket->isAssigned() && $role->canAssignTickets()) {?>
                <a id="ticket-claim" class="action-button pull-right confirm-action" href="#claim"><i class="icon-user"></i> <?php
                    echo __('Claim'); ?></a>

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

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

                    if(!$ticket->isOverdue()) { ?>
                        <li><a class="confirm-action" id="ticket-overdue" href="#overdue"><i class="icon-bell"></i> <?php
                            echo __('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> <?php
                            echo __('Mark as Unanswered'); ?></a></li>
                    <?php
                    } else { ?>
                    <li><a class="confirm-action" id="ticket-answered" href="#answered"><i class="icon-circle-arrow-right"></i> <?php
                            echo __('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> <?php echo __('Manage Forms'); ?></a></li>

<?php           if ($role->canBanEmails()) {
                     if(!$emailBanned) {?>
                        <li><a class="confirm-action" id="ticket-banemail"
                            href="#banemail"><i class="icon-ban-circle"></i> <?php echo sprintf(
                                Format::htmlchars(__('Ban Email <%s>')),
                                $ticket->getEmail()); ?></a></li>
                <?php
                     } elseif($unbannable) { ?>
                        <li><a  class="confirm-action" id="ticket-banemail"
                            href="#unbanemail"><i class="icon-undo"></i> <?php echo sprintf(
                                Format::htmlchars(__('Unban Email <%s>')),
                                $ticket->getEmail()); ?></a></li>
                    <?php
                     }
                }?>
              </ul>
            </div>
        </td>
    </tr>
</table>
<table class="ticket_info" cellspacing="0" cellpadding="0" width="940" border="0">
    <tr>
        <td width="50%">
            <table border="0" cellspacing="" cellpadding="4" width="100%">
                <tr>
                    <th width="100"><?php echo __('Status');?>:</th>
                    <td><?php echo ($S = $ticket->getStatus()) ? $S->getLocalName() : ''; ?></td>
                </tr>
                <tr>
                    <th><?php echo __('Priority');?>:</th>
                    <td><?php echo $ticket->getPriority(); ?></td>
                </tr>
                <tr>
                    <th><?php echo __('Department');?>:</th>
                    <td><?php echo Format::htmlchars($ticket->getDeptName()); ?></td>
                </tr>
                <tr>
                    <th><?php echo __('Create Date');?>:</th>
                    <td><?php echo Format::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"><?php echo __('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+'>');
                                    });