<?php
/*************************************************************************
tickets.php
Handles all tickets related actions.
Peter Rotich <peter@osticket.com>
Copyright (c) 2006-2012 osTicket
http://www.osticket.com
Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
require('staff.inc.php');
require_once(INCLUDE_DIR.'class.ticket.php');
require_once(INCLUDE_DIR.'class.dept.php');
require_once(INCLUDE_DIR.'class.filter.php');
require_once(INCLUDE_DIR.'class.canned.php');
$page='';
$ticket=null; //clean start.
//LOCKDOWN...See if the id provided is actually valid and if the user has access.
if($_REQUEST['id']) {
if(!($ticket=Ticket::lookup($_REQUEST['id'])))
$errors['err']='Unknown or invalid ticket ID';
elseif(!$ticket->checkStaffAccess($thisstaff)) {
$errors['err']='Access denied. Contact admin if you believe this is in error';
$ticket=null; //Clear ticket obj.
}
}
//At this stage we know the access status. we can process the post.
if($_POST && !$errors):
if($ticket && $ticket->getId()) {
//More coffee please.
$errors=array();
$lock=$ticket->getLock(); //Ticket lock if any
$statusKeys=array('open'=>'Open','Reopen'=>'Open','Close'=>'Closed');
switch(strtolower($_POST['a'])):
case 'reply':
if(!$_POST['msgId'])
$errors['err']='Missing message ID - Internal error';
if(!$_POST['response'])
$errors['response']='Response required';
//Use locks to avoid double replies
if($lock && $lock->getStaffId()!=$thisstaff->getId())
$errors['err']='Action Denied. Ticket is locked by someone else!';
//Make sure the email is not banned
if(!$errors['err'] && EmailFilter::isBanned($ticket->getEmail()))
$errors['err']='Email is in banlist. Must be removed to reply.';
$wasOpen =($ticket->isOpen());
//If no error...do the do.
if(!$errors && ($respId=$ticket->postReply($_POST,$_FILES['attachments'],$errors))) {
$msg='Reply posted successfully';
$ticket->reload();
if($ticket->isClosed() && $wasOpen)
$ticket=null;
} elseif(!$errors['err']) {
$errors['err']='Unable to post the reply. Correct the errors below and try again!';
}
break;
case 'transfer': /** Transfer ticket **/
//Check permission
if($thisstaff && $thisstaff->canTransferTickets()) {
if(!$_POST['deptId'])
$errors['deptId']='Select department';
elseif($_POST['deptId']==$ticket->getDeptId())
$errors['deptId']='Ticket already in the Dept.';
elseif(!($dept=Dept::lookup($_POST['deptId'])))
$errors['deptId']='Unknown or invalid department';
if(!$_POST['transfer_message'])
$errors['transfer_message'] = 'Transfer comments/notes required';
elseif(strlen($_POST['transfer_message'])<5)
$errors['transfer_message'] = 'Transfer comments too short!';
$currentDept = $ticket->getDeptName(); //save current dept name.
if(!$errors && $ticket->transfer($_POST['deptId'], $_POST['transfer_message'])) {
$msg = 'Ticket transferred successfully to '.$ticket->getDeptName();
//ticket->transfer does a reload...new dept at this point.
$title='Dept. Transfer from '.$currentDept.' to '.$ticket->getDeptName();
/*** log the message as internal note - with alerts disabled - ***/
$ticket->postNote($title, $_POST['transfer_message'], false);
//Check to make sure the staff still has access to the ticket
if(!$ticket->checkStaffAccess($thisstaff))
$ticket=null;
} else {
$errors['transfer']='Unable to complete the transfer - try again';
$errors['err']='Missing or invalid data. Correct the error(s) below and try again!';
}
} else {
$errors['err']=$errors['transfer']='Action Denied. You are not allowed to transfer tickets.';
}
break;
case 'assign':
if($thisstaff && $thisstaff->canAssignTickets()) {
if(!$_POST['assignId'])
$errors['assignId'] = 'Select assignee';
elseif($_POST['assignId'][0]!='s' && $_POST['assignId'][0]!='t')
$errors['assignId']='Invalid assignee ID - get technical support';
elseif($ticket->isAssigned()) {
$id=preg_replace("/[^0-9]/", "",$_POST['assignId']);
if($_POST['assignId'][0]=='s' && $id==$ticket->getStaffId())
$errors['assignId']='Ticket already assigned to the staff.';
elseif($_POST['assignId'][0]=='t' && $id==$ticket->getTeamId())
$errors['assignId']='Ticket already assigned to the team.';
}
if(!$_POST['assign_message'])
$errors['assign_message']='Comments required';
elseif(strlen($_POST['assign_message'])<5)
$errors['assign_message']='Comments too short';
if(!$errors && $ticket->assign($_POST['assignId'],$_POST['assign_message'])) {
$msg='Ticket assigned successfully to '.$ticket->getAssignee();
TicketLock::removeStaffLocks($thisstaff->getId(),$ticket->getId());
$ticket=null;
}elseif(!$errors['err']) {
$errors['err']='Unable to assign the ticket. Correct the errors below and try again.';
}
} else {
$errors['err']=$errors['assign']='Action Denied. You are not allowed to assign/reassign tickets.';
}
break;
case 'postnote': /* Post Internal Note */
$fields=array();
$fields['title'] = array('type'=>'string', 'required'=>1, 'error'=>'Title required');
$fields['internal_note'] = array('type'=>'string', 'required'=>1, 'error'=>'Note message required');
if(!Validator::process($fields, $_POST, $errors) && !$errors['err'])
$errors['err']=$errors['note']='Missing or invalid data. Correct the error(s) below and try again!';
if(!$errors && ($noteId=$ticket->postNote($_POST['title'], $_POST['internal_note']))) {
$msg='Internal note posted successfully';
//Upload attachments IF ANY - TODO: validate attachment types??
if($_FILES['attachments'] && ($files=Format::files($_FILES['attachments'])))
$ticket->uploadAttachments($files,$noteId,'N');
//Set state: Error on state change not critical!
if(isset($_POST['note_ticket_state']) && $_POST['note_ticket_state']) {
if($ticket->setState($_POST['note_ticket_state']) && $ticket->reload()) {
$msg.=' and state changed to '.strtoupper($_POST['note_ticket_state']);
if($ticket->isClosed())
$ticket=null; //Going back to main listing.
}
}
} elseif(!$errors['note']) {
$errors['note']='Error(s) occurred. Unable to post the note.';
}
break;
case 'edit':
case 'update':
if(!$ticket || !$thisstaff->canEditTickets())
$errors['err']='Perm. Denied. You are not allowed to edit tickets';
elseif($ticket->update($_POST,$errors)) {
$msg='Ticket updated successfully';
$_REQUEST['a'] = null;
} elseif(!$errors['err']) {
$errors['err']='Unable to update the ticket. Correct the errors below and try again!';
}
break;
case 'process':
$isdeptmanager=($ticket->getDeptId()==$thisstaff->getDeptId())?true:false;
switch(strtolower($_POST['do'])):
case 'change_priority':
if(!$thisstaff->canManageTickets() && !$thisstaff->isManager()){
$errors['err']='Perm. Denied. You are not allowed to change ticket\'s priority';
}elseif(!$_POST['ticket_priority'] or !is_numeric($_POST['ticket_priority'])){
$errors['err']='You must select priority';
}
if(!$errors){
if($ticket->setPriority($_POST['ticket_priority'])){
$msg='Priority Changed Successfully';
$ticket->reload();
$note='Ticket priority set to "'.$ticket->getPriority().'" by '.$thisstaff->getName();
$ticket->logActivity('Priority Changed',$note);
}else{
$errors['err']='Problems changing priority. Try again';
}
}
break;
case 'close':
if(!$thisstaff->isAdmin() && !$thisstaff->canCloseTickets()){
$errors['err']='Perm. Denied. You are not allowed to close tickets.';
}else{
if($ticket->close()){
$msg='Ticket #'.$ticket->getExtId().' status set to CLOSED';
$note='Ticket closed without response by '.$thisstaff->getName();
$ticket->logActivity('Ticket Closed',$note);
$page=$ticket=null; //Going back to main listing.
}else{
$errors['err']='Problems closing the ticket. Try again';
}
}
break;
case 'reopen':
//if they can close...then assume they can reopen.
if(!$thisstaff->isAdmin() && !$thisstaff->canCloseTickets()){
$errors['err']='Perm. Denied. You are not allowed to reopen tickets.';
}else{
if($ticket->reopen()){
$msg='Ticket status set to OPEN';
$note='Ticket reopened (without comments)';
if($_POST['ticket_priority']) {
$ticket->setPriority($_POST['ticket_priority']);
$ticket->reload();
$note.=' and status set to '.$ticket->getPriority();
}
$note.=' by '.$thisstaff->getName();
$ticket->logActivity('Ticket Reopened',$note);
}else{
$errors['err']='Problems reopening the ticket. Try again';
}
}
break;
case 'release':
if(!($staff=$ticket->getStaff()))
$errors['err']='Ticket is not assigned!';
elseif($ticket->release()) {
$msg='Ticket released (unassigned) from '.$staff->getName().' by '.$thisstaff->getName();;
$ticket->logActivity('Ticket unassigned',$msg);
}else
$errors['err']='Problems releasing the ticket. Try again';
break;
case 'overdue':
//Mark the ticket as overdue
if(!$thisstaff->isAdmin() && !$thisstaff->isManager()){
$errors['err']='Perm. Denied. You are not allowed to flag tickets overdue';
}else{
if($ticket->markOverdue()){
$msg='Ticket flagged as overdue';
$note=$msg;
if($_POST['ticket_priority']) {
$ticket->setPriority($_POST['ticket_priority']);
$ticket->reload();
$note.=' and status set to '.$ticket->getPriority();
}
$note.=' by '.$thisstaff->getName();
$ticket->logActivity('Ticket Marked Overdue',$note);
}else{
$errors['err']='Problems marking the the ticket overdue. Try again';
}
}
break;
case 'banemail':
if(!$thisstaff->isAdmin() && !$thisstaff->canBanEmails()){
$errors['err']='Perm. Denied. You are not allowed to ban emails';
}elseif(Banlist::add($ticket->getEmail(),$thisstaff->getName())){
$msg='Email ('.$ticket->getEmail().') added to banlist';
if($ticket->isOpen() && $ticket->close()) {
$msg.=' & ticket status set to closed';
$ticket->logActivity('Ticket Closed',$msg);
$page=$ticket=null; //Going back to main listing.
}
}else{
$errors['err']='Unable to add the email to banlist';
}
break;
case 'unbanemail':
if(!$thisstaff->isAdmin() && !$thisstaff->canBanEmails()){
$errors['err']='Perm. Denied. You are not allowed to remove emails from banlist.';
}elseif(Banlist::remove($ticket->getEmail())){
$msg='Email removed from banlist';
}else{
$errors['err']='Unable to remove the email from banlist. Try again.';
}
break;
case 'delete': // Dude what are you trying to hide? bad customer support??
if(!$thisstaff->isAdmin() && !$thisstaff->canDeleteTickets()){
$errors['err']='Perm. Denied. You are not allowed to DELETE tickets!!';
}else{
if($ticket->delete()){
$page='tickets.inc.php'; //ticket is gone...go back to the listing.
$msg='Ticket Deleted Forever';
$ticket=null; //clear the object.
}else{
$errors['err']='Problems deleting the ticket. Try again';
}
}
break;
default:
$errors['err']='You must select action to perform';
endswitch;
break;
default:
$errors['err']='Unknown action';
endswitch;
if($ticket && is_object($ticket))
$ticket->reload();//Reload ticket info following post processing
}elseif($_POST['a']) {
switch($_POST['a']) {
case 'mass_process':
if(!$thisstaff->canManageTickets())
$errors['err']='You do not have permission to mass manage tickets. Contact admin for such access';
elseif(!$_POST['tids'] || !is_array($_POST['tids']))
$errors['err']='No tickets selected. You must select at least one ticket.';
elseif(($_POST['reopen'] || $_POST['close']) && !$thisstaff->canCloseTickets())
$errors['err']='You do not have permission to close/reopen tickets';
elseif($_POST['delete'] && !$thisstaff->canDeleteTickets())
$errors['err']='You do not have permission to delete tickets';
elseif(!$_POST['tids'] || !is_array($_POST['tids']))
$errors['err']='You must select at least one ticket';
if(!$errors) {
$count=count($_POST['tids']);
if(isset($_POST['reopen'])){
$i=0;
$note='Ticket reopened by '.$thisstaff->getName();
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->reopen()) {
$i++;
$t->logActivity('Ticket Reopened',$note,false,'System');
}
}
$msg="$i of $count selected tickets reopened";
}elseif(isset($_POST['close'])){
$i=0;
$note='Ticket closed without response by '.$thisstaff->getName();
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->close()){
$i++;
$t->logActivity('Ticket Closed',$note,false,'System');
}
}
$msg="$i of $count selected tickets closed";
}elseif(isset($_POST['overdue'])){
$i=0;
$note='Ticket flagged as overdue by '.$thisstaff->getName();
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && !$t->isOverdue())
if($t->markOverdue()) {
$i++;
$t->logActivity('Ticket Marked Overdue',$note,false,'System');
}
}
$msg="$i of $count selected tickets marked overdue";
}elseif(isset($_POST['delete'])){
$i=0;
foreach($_POST['tids'] as $k=>$v) {
$t = new Ticket($v);
if($t && @$t->delete()) $i++;
}
$msg="$i of $count selected tickets deleted";
}
}
break;
case 'open':
$ticket=null;
if(!$thisstaff || !$thisstaff->canCreateTickets()) {
$errors['err']='You do not have permission to create tickets. Contact admin for such access';
}elseif(($ticket=Ticket::open($_POST, $_FILES['attachments'], $errors))) {
$msg='Ticket created successfully';
$_REQUEST['a']=null;
if(!$ticket->checkStaffAccess($thisstaff) || $ticket->isClosed())
$ticket=null;
}elseif(!$errors['err']) {
$errors['err']='Unable to create the ticket. Correct the error(s) and try again';
}
break;
}
}
if(!$errors)
$thisstaff ->resetStats(); //We'll need to reflect any changes just made!
endif;
/*... Quick stats ...*/
$stats= $thisstaff->getTicketsStats();
// Switch queues on the fly! depending on stats
if(!$stats['open'] && $_REQUEST['a']!='search' && (!$_REQUEST['status'] || $_REQUEST['status']=='open')) {
if(!$cfg->showAnsweredTickets() && $stats['answered'])
$_REQUEST['status']= 'answered';
else
$_REQUEST['status']= 'closed';
}
//Navigation
$nav->setTabActive('tickets');
if($cfg->showAnsweredTickets()) {
$nav->addSubMenu(array('desc'=>'Open ('.($stats['open']+$stats['answered']).')',
'title'=>'Open Tickets',
'href'=>'tickets.php',
'iconclass'=>'Ticket'),
(!$_REQUEST['status'] || $_REQUEST['status']=='open'));
} else {
if(!$stats || $stats['open']) {
$nav->addSubMenu(array('desc'=>'Open ('.$stats['open'].')',
'title'=>'Open Tickets',
'href'=>'tickets.php',
'iconclass'=>'Ticket'),
(!$_REQUEST['status'] || $_REQUEST['status']=='open'));
}
if($stats['answered']) {
$nav->addSubMenu(array('desc'=>'Answered ('.$stats['answered'].')',
'title'=>'Answered Tickets',
'href'=>'tickets.php?status=answered',
'iconclass'=>'answeredTickets'),
($_REQUEST['status']=='answered'));
}
}
if($stats['assigned']) {
if(!$sysnotice && $stats['assigned']>10)
$sysnotice=$stats['assigned'].' assigned to you!';
$nav->addSubMenu(array('desc'=>'My Tickets ('.$stats['assigned'].')',
'title'=>'Assigned Tickets',
'href'=>'tickets.php?status=assigned',
'iconclass'=>'assignedTickets'),
($_REQUEST['status']=='assigned'));
}
if($stats['overdue']) {
$nav->addSubMenu(array('desc'=>'Overdue ('.$stats['overdue'].')',
'title'=>'Stale Tickets',
'href'=>'tickets.php?status=overdue',
'iconclass'=>'overdueTickets'),
($_REQUEST['status']=='overdue'));
if(!$sysnotice && $stats['overdue']>10)
$sysnotice=$stats['overdue'] .' overdue tickets!';
}
if($thisstaff->showAssignedOnly() && $stats['closed']) {
$nav->addSubMenu(array('desc'=>'My Closed Tickets ('.$stats['closed'].')',
'title'=>'My Closed Tickets',
'href'=>'tickets.php?status=closed',
'iconclass'=>'closedTickets'),
($_REQUEST['status']=='closed'));
} else {
$nav->addSubMenu(array('desc'=>'Closed Tickets',
'title'=>'Closed Tickets',
'href'=>'tickets.php?status=closed',
'iconclass'=>'closedTickets'),
($_REQUEST['status']=='closed'));
}
if($thisstaff->canCreateTickets()) {
$nav->addSubMenu(array('desc'=>'New Ticket',
'href'=>'tickets.php?a=open',
'iconclass'=>'newTicket'),
($_REQUEST['a']=='open'));
}
$inc = 'tickets.inc.php';
if($ticket) {
$nav->setActiveSubMenu(-1);
$inc = 'ticket-view.inc.php';
if($_REQUEST['a']=='edit' && $thisstaff->canEditTickets())
$inc = 'ticket-edit.inc.php';
elseif($_REQUEST['a'] == 'print' && !$ticket->exportPDF())
$errors['err'] = 'Internal error: Unable to export the ticket to PDF.';
} else {
$inc = 'tickets.inc.php';
if($_REQUEST['a']=='open' && $thisstaff->canCreateTickets())
$inc = 'ticket-open.inc.php';
elseif($_REQUEST['a'] == 'export') {
require_once(INCLUDE_DIR.'class.export.php');
$ts = strftime('%Y%m%d');
if (!($token=$_REQUEST['h']))
$errors['err'] = 'Query token required';
elseif (!($query=$_SESSION['search_'.$token]))
$errors['err'] = 'Query token not found';
elseif (!Export::saveTickets($query, "tickets-$ts.csv", 'csv'))
$errors['err'] = 'Internal error: Unable to dump query results';
}
//Clear active submenu on search with no status
if($_REQUEST['a']=='search' && !$_REQUEST['status'])
$nav->setActiveSubMenu(-1);
//set refresh rate if the user has it configured
if(!$_POST && $_REQUEST['a']!='search' && ($min=$thisstaff->getRefreshRate()))
$ost->addExtraHeader('<meta http-equiv="refresh" content="'.($min*60).'" />');
}
require_once(STAFFINC_DIR.'header.inc.php');
require_once(STAFFINC_DIR.$inc);
require_once(STAFFINC_DIR.'footer.inc.php');
?>