<?php
/*===============================================*\
|| ############################################# ||
|| # JAKWEB.CH / Version 2.1.4 # ||
|| # ----------------------------------------- # ||
|| # Copyright 2023 JAKWEB All Rights Reserved # ||
|| ############################################# ||
\*===============================================*/
// Check if the file is accessed only via index.php if not stop the script from running
if (!defined('JAK_ADMIN_PREVENT_ACCESS')) die('You cannot access this file directly.');
// Check if the user has access to this file
if (!jak_get_access("support", $jakuser->getVar("permissions") , JAK_MAIN_OP)) jak_redirect(BASE_URL);
// All the tables we need for this plugin
$errors = array();
$jaktable = 'support_tickets';
$jaktable1 = 'support_departments';
$jaktable2 = 'support_responses';
$jaktable3 = 'ticketpriority';
$jaktable4 = 'ticket_answers';
$jaktable5 = 'clients';
$jaktable6 = 'user';
$jaktable7 = 'php_imap';
$jaktable8 = 'ticketoptions';
$jaktable9 = 'customfields_data';
$jaktable10 = 'support_tickets_cc';
$jaktable11 = 'support_tickets_response';
// Reset some stuff
$jkp = "";
$OPERATOR_CC = array();
$supportaccess = $addclient = false;
$totalclients = (!empty($jakosub) ? $jakosub['clients'] : 0);
// Explode the time format so it is always available
$duedateformat = explode(":#:", JAK_TICKET_DUEDATE_FORMAT);
switch ($page1)
{
case 'new':
// Reset some stuff
$userid = $depid = 0;
$newclient = false;
// We allow access
$supportaccess = true;
if ($_SERVER['REQUEST_METHOD'] == 'POST')
{
$jkp = $_POST;
if (isset($jkp['jak_namec']) && !empty($jkp['jak_namec']) && isset($jkp['jak_emailc']) && filter_var($jkp['jak_emailc'], FILTER_VALIDATE_EMAIL))
{
// Check if the email is already registered
if (jak_field_not_exist(strtolower($jkp['jak_emailc']) , $jaktable5, "email"))
{
$errors['emailc'] = $jkl['e18'];
}
if (empty($jkp['jak_namec']))
{
$errors['namec'] = $jkl['e7'];
}
$newclient = true;
}
else
{
if (isset($jkp["jak_client"]) && $jkp["jak_client"] == 0)
{
$errors['jak_client'] = $jkl['hd199'];
}
}
if (empty($jkp['subject']))
{
$errors['subject'] = $jkl['e2'];
}
if (empty($_REQUEST['content']))
{
$errors['content-editor'] = $jkl['e1'];
}
if (count($errors) == 0)
{
// We have a new client to create
if ($newclient)
{
// create new password
$password = jak_password_creator();
$passcrypt = hash_hmac('sha256', $password, DB_PASS_HASH);
$jakdb->insert($jaktable5, ["opid" => $opcacheid, "chat_dep" => JAK_STANDARD_CHAT_DEP, "support_dep" => JAK_STANDARD_SUPPORT_DEP, "faq_cat" => JAK_STANDARD_FAQ_CAT, "name" => $jkp['jak_namec'], "email" => $jkp['jak_emailc'], "password" => $passcrypt, "canupload" => 1, "access" => 1, "time" => $jakdb->raw("NOW()") ]);
$newclientid = $jakdb->id();
// Create a folder
$newuserpath = APP_PATH . JAK_FILES_DIRECTORY . '/clients/' . $newclientid;
if (!is_dir($newuserpath))
{
mkdir($newuserpath, 0755);
copy(APP_PATH . JAK_FILES_DIRECTORY . "/clients/index.html", $newuserpath . "/index.html");
}
// Write the log file each time someone tries to login before
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, $newclientid, 12, $newclientid, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , filter_var($jkp['jak_emailc'], FILTER_SANITIZE_EMAIL) , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
// Now send the email to the customer if we wish so.
if (isset($jkp['send_email']) && $jkp['send_email'] == 1)
{
// Get the email template
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $hda)
{
if ($hda["msgtype"] == 14 && $hda["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cname}',
'{cemail}',
'{cpassword}',
'{email}'
);
$replace = array(
str_replace($url_filter, $url_replace, BASE_URL) ,
JAK_TITLE,
$jkp['jak_namec'],
$jkp['jak_emailc'],
$password,
JAK_EMAIL
);
$regtext = str_replace($phold, $replace, $hda["message"]);
break;
}
}
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$regtext,
str_replace($url_filter, $url_replace, BASE_URL),
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, reply to, subject, message, attachment
jak_send_email($jkp['jak_emailc'], "", "", JAK_TITLE.' - '.$jkl['g247'], $body, "");
}
$client_info = $newclientid . ':#:' . JAK_STANDARD_SUPPORT_DEP . ':#:' . $jkp['jak_namec'];
}
else
{
$client_info = $jkp['jak_client'];
}
// Get the selected clientid
$saveclientid = explode(":#:", $client_info);
// Get the client data once again
$client_save = $jakdb->get($jaktable5, ["name", "email", "credits", "paid_until"], ["id" => $saveclientid[0]]);
// Filter the subject
$subjectf = trim($jkp['subject']);
// Filter the notes
$notesf = trim($jkp['jak_notes']);
// Filter the content
$contentf = jak_clean_safe_userpost($_REQUEST['content']);
// We have the due date and we will need to make it right for mysql
if (isset($jkp["jak_duedate"]) && !empty($jkp["jak_duedate"]))
{
$duedate = DateTime::createFromFormat($duedateformat[0], $jkp["jak_duedate"]);
$duedatesql = $duedate->format("Y-m-d");
}
else
{
$duedatesql = date("Y-m-d", strtotime('+' . JAK_TICKET_DUEDATE_PRESET . 'day'));
}
// We need the time once
$ticketcreated = time();
// CHeck if there are any priorities otherwise set 1
if (isset($jkp['jak_priority']) && $jkp['jak_priority'] != 0)
{
$jakpriority = $jkp['jak_priority'];
}
else
{
$jakpriority = 1;
}
// Create the ticket
$result = $jakdb->insert($jaktable, ["opid" => $opcacheid, "depid" => $jkp['jak_depid'], "subject" => $subjectf, "content" => $contentf, "operatorid" => $jkp['jak_operator'], "clientid" => $saveclientid[0], "lang" => $jkp['jak_tlang'], "name" => $client_save["name"], "email" => $client_save["email"], "referrer" => $jkp['jak_referrer'], "notes" => $notesf, "private" => $jkp['jak_private'], "priorityid" => $jakpriority, "toptionid" => $jkp['jak_toption'], "status" => $jkp['jak_status'], "ip" => $ipa, "updated" => $ticketcreated, "initiated" => $ticketcreated, "duedate" => $duedatesql]);
if (!$result)
{
$_SESSION["infomsg"] = $jkl['i'];
jak_redirect($_SESSION['LCRedirect']);
}
else
{
// Get the ID from the ticket
$lastid = $jakdb->id();
// Write the log file each time someone tries to login before
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, 0, 8, $lastid, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , $jakuser->getVar("username") , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
if ($jkp['jak_status'] == 3)
{
$jakdb->update($jaktable, ["ended" => $ticketcreated], ["id" => $lastid]);
}
// And we complete the custom fields jak_save_custom_fields($opid, $clientid, $ticketid, $contactid, $jkp, $fieldloc)
jak_save_custom_fields($opcacheid, $saveclientid[0], $lastid, 0, $jkp, 2);
// Set the client ticket request +1
$jakdb->update($jaktable5, ["supportrequests[+]" => 1], ["id" => $saveclientid[0]]);
// We run on a credit based system?
if (JAK_BILLING_MODE == 1)
{
$priocredit = $optcredit = 0;
if (isset($jkp["jak_priority"]) && is_numeric($jkp["jak_priority"]))
{
$priocredit = $jakdb->get($jaktable8, "credits", ["AND" => ["id" => $jkp["jak_priority"], "opid" => $opcacheid]]);
}
if (isset($jkp["jak_toption"]) && is_numeric($jkp["jak_toption"]))
{
$optcredit = $jakdb->get($jaktable8, "credits", ["AND" => ["id" => $jkp["jak_toption"], "opid" => $opcacheid]]);
}
// Let us collect the department details.
$depcredit = 0;
if (isset($HD_SUPPORT_DEPARTMENTS) && is_array($HD_SUPPORT_DEPARTMENTS)) foreach ($HD_SUPPORT_DEPARTMENTS as $v)
{
if ($v["id"] == $jkp['jak_depid'])
{
$depcredit = $v["credits"];
}
}
$totalc = $depcredit + $priocredit + $optcredit;
// We need to get the credits
if ($totalc != 0)
{
// Take some credits away
$jakdb->update($jaktable5, ["credits[-]" => $totalc], ["id" => $saveclientid[0]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $saveclientid[0], "operatorid" => JAK_USERID, "credits" => $totalc, "created" => $jakdb->raw("NOW()") ]);
// Inform the operator that all credits have been used.
if (($client_save["credits"] - $totalc) < 0)
{
$_SESSION["errormsg"] = sprintf($jkl['hd227'], $client_save["name"], $client_save["credits"]);
}
}
// We run the membership based system
}
elseif (JAK_BILLING_MODE == 2 && strtotime($client_save["paid_until"]) < $ticketcreated)
{
$_SESSION["errormsg"] = sprintf($jkl['hd228'], $client_save["name"], $client_save["paid_until"]);
}
// all has been stored let's send the email if whish so
if (isset($jkp["inform-client"]) && !empty($jkp["inform-client"]))
{
// Finally we inform the customer about the new ticket
// Dashboard URL
$ticketurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 't', $lastid, JAK_rewrite::jakCleanurl($subjectf)));
// Let's check if we have an imap
$answeremail = $ticktext = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["AND" => ["depid" => $jkp['jak_depid'], "opid" => $opcacheid]]);
if ($check_imap)
{
$answeremail = $check_imap;
$subjectl = JAK_TITLE . ' - [#' . $page2 . '] - ' . $jkl['hd177'] . ' / ' . $subjectf;
}
else
{
$subjectl = JAK_TITLE . ' - ' . $jkl['hd177'] . ' / ' . $subjectf;
}
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 20 && $v["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}',
'{ticketcontent}'
);
$replace = array(
BASE_URL_ORIG,
JAK_TITLE,
$client_save['email'],
$client_save['name'],
$client_save['credits'],
$client_save['paid_until'],
'#' . $lastid,
$subjectf,
$ticketurl,
$answeremail,
replace_urls_emails($contentf, BASE_URL_ORIG, JAK_FILES_DIRECTORY)
);
$ticktext = str_replace($phold, $replace, $v["message"]);
break;
}
}
if (!empty($ticktext))
{
$ticktext = '<p style="color:#c1c1c1;">-------------## Do Not Remove ##-------------</p>' . $ticktext;
// Get the email template
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktext,
BASE_URL_ORIG,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message, attachment
if (jak_send_email($client_save["email"], "", "", JAK_TITLE . ' - RE:' . $subjectf, $body, "")) $_SESSION["infomsg"] = $jkl['hd134'];
}
}
// We have a third party operator, let's inform the operator.
if ($jkp['jak_operator'] != JAK_USERID)
{
// The new operator
$new_operator_ticket = $jakdb->get($jaktable6, ["username", "email"], ["id" => $jkp['jak_operator']]);
// The URL
$opurlt = sprintf($jkl['hd249'], JAK_rewrite::jakParseurl('support', 'read', $lastid));
// Ok, we send the email // email address, cc email address, subject, message, attachment
jak_send_email($new_operator_ticket['email'], "", "", $subjectl, $opurlt, "");
}
// Now we will need to inform the customers that have assigned CC
if (isset($jkp['jak_opidcc']) && !empty($jkp['jak_opidcc']))
{
// Check if we have a change in operator cc field
updateOperatorCC($jkp['jak_opidcc'], $opcacheid, $lastid);
// The new operator
$operator_cc_email = $jakdb->select($jaktable6, "email", ["id" => $jkp['jak_opidcc']]);
// The URL
$opurlt = sprintf($jkl['hd267'], '<a href="' . JAK_rewrite::jakParseurl('support', 'read', $lastid) . '">' . JAK_rewrite::jakParseurl('support', 'read', $lastid) . '</a>');
// Ok, we send the email // email address, cc email address, subject, message
jak_send_email($operator_cc_email, "", "", sprintf($jkl['hd290'], $JAK_FORM_DATA['subject']), $opurlt, "");
}
if (isset($_SERVER['HTTP_X_REQUESTED_WITH']))
{
die(json_encode(array(
"status" => 1,
"ticketid" => $lastid,
'redirecturl' => JAK_rewrite::jakParseurl('support', 'read', $lastid)
)));
}
else
{
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect(JAK_rewrite::jakParseurl('support', 'read', $lastid));
}
}
// Output the errors
}
else
{
$errors = $errors;
if (isset($_SERVER['HTTP_X_REQUESTED_WITH']))
{
die(json_encode(array(
"status" => 0,
"errors" => $errors
)));
}
}
}
// Title and Description
$SECTION_TITLE = $jkl["hd193"];
$SECTION_DESC = "";
// Get all clients
$CLIENTS_ALL = $jakdb->select($jaktable5, ["id", "support_dep", "name", "email"], ["AND" => ["opid" => $opcacheid, "access" => 1], "ORDER" => ["name" => "ASC"]]);
// Get the department for the selected client
$DEPARTMENTS_ALL = $HD_SUPPORT_DEPARTMENTS;
// Get all operators
$OPERATOR_ALL = $jakdb->select($jaktable6, ["id", "name", "email"], ["OR #andclause" => ["AND #the first condition" => ["id" => JAK_USERID], "AND #the second condition" => ["permissions[~]" => "support", "support_dep" => 0, "access" => 1, "opid" => $opcacheid]], "ORDER" => ["name" => "ASC"]]);
// Get all priorities
$PRIORITY_ALL = $jakdb->select($jaktable3, "*", ["AND" => ["depid" => 0, "opid" => $opcacheid]]);
// Get all options
$TOPTIONS_ALL = $jakdb->select($jaktable8, "*", ["AND" => ["depid" => 0, "opid" => $opcacheid]]);
// Get all operators in cc
$OPERATOR_CC = $jakdb->select($jaktable10, "operatorid", ["AND" => ["opid" => $opcacheid, "ticketid" => $page2]]);
// Get the custom fields if any
$custom_fields = jak_get_custom_fields(2, $opcacheid, 0, 0, 0, 0, $jakuser->getVar("language") , false, true, false, false, false);
// Get the standard support responses
$JAK_RESPONSE_DATA = "";
if (isset($HD_RESPONSEST) && is_array($HD_RESPONSEST))
{
$JAK_RESPONSE_DATA .= '<option value="0">' . $jkl["g7"] . '</option>';
// get the responses from the file specific for this client
foreach ($HD_RESPONSEST as $r)
{
if ($r["depid"] == 0 || $r["depid"] == 0)
{
$JAK_RESPONSE_DATA .= '<option value="' . $r["id"] . '">' . $r["title"] . '</option>';
}
}
}
// Ok we have an id from the chat
if ($page2 = "chat" && is_numeric($page3))
{
// Get the data
$datasett = $jakdb->get("sessions", ["id", "clientid", "name", "operatorname", "email", "phone"], ["AND" => ["opid" => $opcacheid, "id" => $page3]]);
if (!empty($datasett))
{
// Get the client
$tfromchat = $jakdb->get($jaktable5, ["id", "support_dep", "name", "email"], ["AND" => ["id" => $datasett["clientid"], "opid" => $opcacheid, "access" => 1]]);
// Get the messages
$chatmsgs = $jakdb->select("transcript", "*", ["convid" => $datasett["id"], "ORDER" => ["id" => "ASC"]]);
$mailchat = '<p>' . $jkl["u"] . ': ' . $datasett['name'] . '<br>' . $jkl["u1"] . ': ' . $datasett['email'] . '<br>' . $jkl["u14"] . ': ' . $datasett['phone'] . '</p><ul class="list-unstyled">';
foreach ($chatmsgs as $row)
{
// collect each record into $_data
if ($row['class'] == "notice")
{
$mailchat .= '<li class="list-group-item-info">' . $row['name'] . ' ' . $jkl['g66'] . ': ' . $row['message'] . '</li>';
}
else if ($row['class'] == "admin")
{
$mailchat .= '<li class="list-group-item-success">' . $row['time'] . ' - ' . $row['name'] . " " . $jkl['g66'] . ': ' . $row['message'] . '</li>';
}
else
{
$mailchat .= '<li class="list-group-item-light">' . $row['name'] . ' ' . $jkl['g66'] . ': ' . $row['message'] . '</li>';
}
}
$mailchat .= '</ul>';
// Write it into the vars if not set already
if (empty($_POST["jak_client"]) && isset($tfromchat)) $_POST["jak_client"] = $tfromchat["id"] . ':#:' . $tfromchat["support_dep"] . ':#:' . $tfromchat["name"];
if (empty($_REQUEST["jak_namec"])) $_REQUEST["jak_namec"] = (isset($tfromchat) && !empty($tfromchat) ? '' : $datasett['name']);
if (empty($_REQUEST["jak_emailc"])) $_REQUEST["jak_emailc"] = (isset($tfromchat) && !empty($tfromchat) ? '' : $datasett['email']);
if (empty($_REQUEST["content"])) $_REQUEST["content"] = jak_clean_safe_userpost($mailchat);
}
}
// Include the CSS file for the header
$css_file_header = BASE_URL_ORIG . 'css/dropzone.css';
// Include the javascript file for results
$js_file_footer = 'js_newticket.php';
// Load the template
$template = 'newticket.php';
break;
case 'read':
// Check if the user exists
if (is_numeric($page2) && jak_row_exist($page2, $opcacheid, $jaktable))
{
// Get the ticket data first
$JAK_FORM_DATA = $jakdb->get($jaktable, ["[>]" . $jaktable1 => ["depid" => "id"], "[>]" . $jaktable5 => ["clientid" => "id"]], ["support_tickets.id", "support_tickets.depid", "support_tickets.operatorid", "support_tickets.subject", "support_tickets.content", "support_tickets.clientid", "support_tickets.lang", "support_tickets.name(guest_name)", "support_tickets.email(guest_email)", "support_tickets.ip", "support_tickets.referrer", "support_tickets.notes", "support_tickets.private", "support_tickets.status", "support_tickets.attachments", "support_tickets.initiated", "support_tickets.ended", "support_tickets.updated", "support_tickets.priorityid", "support_tickets.toptionid", "support_tickets.duedate", "support_departments.title", "clients.name", "clients.email", "clients.picture", "clients.support_dep", "clients.credits", "clients.paid_until"], ["AND" => ["support_tickets.id" => $page2, "support_tickets.opid" => $opcacheid]]);
if ($_SERVER['REQUEST_METHOD'] == 'POST')
{
$jkp = $_POST;
// Only store operator, department and option updates
if (isset($jkp['store-dep']) && $jkp['store-dep'] == 1)
{
// We save the new data
$jakdb->update($jaktable, ["depid" => $jkp['jak_depid'], "operatorid" => $jkp['jak_opid'], "lang" => $jkp["jak_tlang"], "priorityid" => $jkp['jak_priority'], "toptionid" => $jkp['jak_toption']], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
if (JAK_BILLING_MODE == 1 && $JAK_FORM_DATA["clientid"] != 0)
{
// Check if we have a change in the departmant
if ($jkp['jak_depid'] != $jkp['olddep'])
{
if (isset($HD_SUPPORT_DEPARTMENTS) && is_array($HD_SUPPORT_DEPARTMENTS)) foreach ($HD_SUPPORT_DEPARTMENTS as $v)
{
if ($v["id"] == $jkp['olddep'])
{
$oldcredits = $v["credits"];
}
}
if (isset($HD_SUPPORT_DEPARTMENTS) && is_array($HD_SUPPORT_DEPARTMENTS)) foreach ($HD_SUPPORT_DEPARTMENTS as $v)
{
if ($v["id"] == $jkp['jak_depid'])
{
$newcredits = $v["credits"];
}
}
if ($newcredits > $oldcredits)
{
$newc = $newcredits - $oldcredits;
$jakdb->update($jaktable5, ["credits[-]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "created" => $jakdb->raw("NOW()") ]);
}
elseif ($newcredits < $oldcredits)
{
$newc = $oldcredits - $newcredits;
$jakdb->update($jaktable5, ["credits[+]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "taken" => 0, "created" => $jakdb->raw("NOW()") ]);
}
}
// Check if we have a change in the priority
if ($jkp['jak_priority'] != $jkp['oldpriority'])
{
$oldcredits = $jakdb->get($jaktable3, "credits", ["AND" => ["id" => $jkp['oldpriority'], "opid" => $opcacheid]]);
$newcredits = $jakdb->get($jaktable3, "credits", ["AND" => ["id" => $jkp['jak_priority'], "opid" => $opcacheid]]);
if ($newcredits > $oldcredits)
{
$newc = $newcredits - $oldcredits;
$jakdb->update($jaktable5, ["credits[-]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "created" => $jakdb->raw("NOW()") ]);
}
elseif ($newcredits < $oldcredits)
{
$newc = $oldcredits - $newcredits;
$jakdb->update($jaktable5, ["credits[+]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "taken" => 0, "created" => $jakdb->raw("NOW()") ]);
}
}
// Check if we have a change in the option
if ($jkp['jak_toption'] != $jkp['oldtoption'])
{
$oldcredits = $jakdb->get($jaktable8, "credits", ["AND" => ["id" => $jkp['oldtoption'], "opid" => $opcacheid]]);
$newcredits = $jakdb->get($jaktable8, "credits", ["AND" => ["id" => $jkp['jak_toption'], "opid" => $opcacheid]]);
if ($newcredits > $oldcredits)
{
$newc = $newcredits - $oldcredits;
$jakdb->update($jaktable5, ["credits[-]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "created" => $jakdb->raw("NOW()") ]);
}
elseif ($newcredits < $oldcredits)
{
$newc = $oldcredits - $newcredits;
$jakdb->update($jaktable5, ["credits[+]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "taken" => 0, "created" => $jakdb->raw("NOW()") ]);
}
}
} // End Billing
// We have a change in the operator, let's inform the new operator.
if ($jkp['jak_opid'] != $jkp['oldopid'] && $jkp['jak_opid'] != JAK_USERID)
{
// The new operator
$new_operator_ticket = $jakdb->get($jaktable6, ["username", "email"], ["AND" => ["id" => $jkp['jak_opid'], "opid" => $opcacheid]]);
// The URL
$opurlt = sprintf($jkl['hd249'], JAK_rewrite::jakParseurl('support', 'read', $page2));
// Ok, we send the email // email address, cc email address, subject, message
jak_send_email($new_operator_ticket['email'], "", "", JAK_TITLE . ' - ' . $jkl['hd177'] . ' / ' . $JAK_FORM_DATA['subject'], $opurlt, "");
}
// Check if we have a change in operator cc field
if (isset($jkp['jak_opidcc']) && !empty($jkp['jak_opidcc'])) updateOperatorCC($jkp['jak_opidcc'], $opcacheid, $page2);
// We have the due date and we will need to make it right for mysql
if (isset($jkp["jak_duedate"]) && !empty($jkp["jak_duedate"]))
{
$duedate = DateTime::createFromFormat($duedateformat[0], $jkp["jak_duedate"]);
$duedatesql = $duedate->format("Y-m-d");
}
else
{
$duedatesql = date("Y-m-d", strtotime('+' . JAK_TICKET_DUEDATE_PRESET . 'day'));
}
// Update the private status
$jakdb->update($jaktable, ["private" => $jkp['jak_private'], "duedate" => $duedatesql], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// And we complete the custom fields jak_save_custom_fields($opid, $clientid, $ticketid, $contactid, $jkp, $fieldloc)
jak_save_custom_fields($opcacheid, $JAK_FORM_DATA["clientid"], $JAK_FORM_DATA["id"], 0, $jkp, 2);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
// Only store notes and go ahead
if (isset($jkp['store-notes']) && $jkp['store-notes'] == 1)
{
$savenotes = filter_var($jkp['notes'], FILTER_SANITIZE_FULL_SPECIAL_CHARS);
$jakdb->update($jaktable, ["notes" => $savenotes], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
// We edit some content
if (isset($jkp['edit-content']) && $jkp['edit-content'] == $page2 && $jakdb->has($jaktable, ["AND" => ["id" => $page2, "opid" => $opcacheid]]))
{
$subjectf = $jkp['subject'];
$contentf = jak_clean_safe_userpost($_REQUEST['content']);
$jakdb->update($jaktable, ["subject" => $subjectf, "content" => $contentf], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect(JAK_rewrite::jakParseurl('support', 'read', $page2));
}
// We edit some answers
if (isset($jkp['edit-answer']) && $jkp['edit-answer'] == $page3 && $jakdb->has($jaktable4, ["AND" => ["id" => $page3, "ticketid" => $page2]]))
{
$contentf = jak_clean_safe_userpost($_REQUEST['content']);
$jakdb->update($jaktable4, ["content" => $contentf], ["id" => $page3]);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect(JAK_rewrite::jakParseurl('support', 'read', $page2));
}
if (empty($jkp['content']))
{
$errors['e1'] = $jkl['e1'];
}
if (count($errors) == 0)
{
// Let's get the support status id
$support_status_id = $jakdb->get("support_status", "id", ["opid" => $opcacheid, "ORDER" => ["dorder" => "ASC"]]);
$privatenote = 0;
$tstatus = $support_status_id + 1;
// Private note
if (isset($jkp['private-note']) && $jkp['private-note'] == 1) {
$privatenote = 1;
$tstatus = $support_status_id;
}
// Filter the content
$contentf = jak_clean_safe_userpost($_REQUEST['content']);
$result = $jakdb->insert($jaktable4, ["ticketid" => $page2, "operatorid" => JAK_USERID, "content" => $contentf, "private" => $privatenote, "lastedit" => $jakdb->raw("NOW()") , "sent" => $jakdb->raw("NOW()") ]);
if (!$result)
{
$_SESSION["infomsg"] = $jkl['i'];
jak_redirect($_SESSION['LCRedirect']);
}
else
{
// Get the ID from the ticket
$lastid = $jakdb->id();
// Write the log file
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, 0, 32, $lastid, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , $jakuser->getVar("username") , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
$savenotes = filter_var($jkp['notes'], FILTER_SANITIZE_FULL_SPECIAL_CHARS);
// We have the due date and we will need to make it right for mysql
if (isset($jkp["jak_duedate"]) && !empty($jkp["jak_duedate"]))
{
$duedate = DateTime::createFromFormat($duedateformat[0], $jkp["jak_duedate"]);
$duedatesql = $duedate->format("Y-m-d");
}
else
{
$duedatesql = date("Y-m-d", strtotime('+' . JAK_TICKET_DUEDATE_PRESET . 'day'));
}
// Update the ticket
$jakdb->update($jaktable, ["depid" => $jkp['jak_depid'], "operatorid" => $jkp['jak_opid'], "priorityid" => $jkp['jak_priority'], "toptionid" => $jkp['jak_toption'], "status" => $tstatus, "updated" => time() , "notes" => $savenotes, "private" => $jkp['jak_private'], "duedate" => $duedatesql], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Calculate the update time
$responsetime = time() - $JAK_FORM_DATA["updated"];
// Let's check if that is is the first answer and it is not a private note
if ($privatenote == 0)
{
$firstcontact = 0;
if ($JAK_FORM_DATA["initiated"] == $JAK_FORM_DATA["updated"]) $firstcontact = 1;
// Insert response time
insertResponsetime(JAK_USERID, $opcacheid, $page2, $responsetime, $firstcontact);
}
if (JAK_BILLING_MODE == 1 && $JAK_FORM_DATA["clientid"] != 0)
{
// Check if we have a change in the departmant
if ($jkp['jak_depid'] != $jkp['olddep'])
{
if (isset($HD_SUPPORT_DEPARTMENTS) && is_array($HD_SUPPORT_DEPARTMENTS)) foreach ($HD_SUPPORT_DEPARTMENTS as $v)
{
if ($v["id"] == $jkp['olddep'])
{
$oldcredits = $v["credits"];
}
}
if (isset($HD_SUPPORT_DEPARTMENTS) && is_array($HD_SUPPORT_DEPARTMENTS)) foreach ($HD_SUPPORT_DEPARTMENTS as $v)
{
if ($v["id"] == $jkp['jak_depid'])
{
$newcredits = $v["credits"];
}
}
if ($newcredits > $oldcredits)
{
$newc = $newcredits - $oldcredits;
$jakdb->update($jaktable5, ["credits[-]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "created" => $jakdb->raw("NOW()") ]);
}
elseif ($newcredits < $oldcredits)
{
$newc = $oldcredits - $newcredits;
$jakdb->update($jaktable5, ["credits[+]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "taken" => 0, "created" => $jakdb->raw("NOW()") ]);
}
}
// Check if we have a change in the priority
if ($jkp['jak_priority'] != $jkp['oldpriority'])
{
$oldcredits = $jakdb->get($jaktable3, "credits", ["AND" => ["id" => $jkp['oldpriority'], "opid" => $opcacheid]]);
$newcredits = $jakdb->get($jaktable3, "credits", ["AND" => ["id" => $jkp['jak_priority'], "opid" => $opcacheid]]);
if ($newcredits > $oldcredits)
{
$newc = $newcredits - $oldcredits;
$jakdb->update($jaktable5, ["credits[-]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "created" => $jakdb->raw("NOW()") ]);
}
elseif ($newcredits < $oldcredits)
{
$newc = $oldcredits - $newcredits;
$jakdb->update($jaktable5, ["credits[+]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "taken" => 0, "created" => $jakdb->raw("NOW()") ]);
}
}
// Check if we have a change in the option
if ($jkp['jak_toption'] != $jkp['oldtoption'])
{
$oldcredits = $jakdb->get($jaktable8, "credits", ["AND" => ["id" => $jkp['oldtoption'], "opid" => $opcacheid]]);
$newcredits = $jakdb->get($jaktable8, "credits", ["AND" => ["id" => $jkp['jak_toption'], "opid" => $opcacheid]]);
if ($newcredits > $oldcredits)
{
$newc = $newcredits - $oldcredits;
$jakdb->update($jaktable5, ["credits[-]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "created" => $jakdb->raw("NOW()") ]);
}
elseif ($newcredits < $oldcredits)
{
$newc = $oldcredits - $newcredits;
$jakdb->update($jaktable5, ["credits[+]" => $newc], ["AND" => ["id" => $JAK_FORM_DATA["clientid"], "opid" => $opcacheid]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $JAK_FORM_DATA["clientid"], "operatorid" => JAK_USERID, "credits" => $newc, "taken" => 0, "created" => $jakdb->raw("NOW()") ]);
}
}
}
// And we complete the custom fields jak_save_custom_fields($opid, $clientid, $ticketid, $contactid, $jkp, $fieldloc)
jak_save_custom_fields($opcacheid, $JAK_FORM_DATA["clientid"], $JAK_FORM_DATA["id"], 0, $jkp, 2);
// We have a change in the operator, let's inform the new operator.
if ($jkp['jak_opid'] != $jkp['oldopid'] && $jkp['jak_opid'] != JAK_USERID)
{
// The new operator
$new_operator_ticket = $jakdb->get($jaktable6, ["username", "email"], ["AND" => ["id" => $jkp['jak_opid'], "opid" => $opcacheid]]);
// The URL
$opurlt = sprintf($jkl['hd249'], JAK_rewrite::jakParseurl('support', 'read', $page2));
// Ok, we send the email // email address, cc email address, subject, message
jak_send_email($new_operator_ticket['email'], "", "", JAK_TITLE . ' - ' . $jkl['hd177'] . ' / ' . $JAK_FORM_DATA['subject'], $opurlt, "");
}
// Now we will need to inform the customers that have assigned CC
if (isset($jkp['jak_opidcc']) && !empty($jkp['jak_opidcc']))
{
// Check if we have a change in operator cc field
updateOperatorCC($jkp['jak_opidcc'], $opcacheid, $page2);
// The new operator
$operator_cc_email = $jakdb->select($jaktable6, "email", ["id" => $jkp['jak_opidcc']]);
// The URL
$opurlt = sprintf($jkl['hd267'], '<a href="' . JAK_rewrite::jakParseurl('support', 'read', $page2) . '">' . JAK_rewrite::jakParseurl('support', 'read', $page2) . '</a>');
// Ok, we send the email // email address, cc email address, subject, message
jak_send_email($operator_cc_email, "", "", sprintf($jkl['hd268'], $JAK_FORM_DATA['subject']), $opurlt, "");
}
// We have the due date and we will need to make it right for mysql
if (isset($jkp["jak_duedate"]) && !empty($jkp["jak_duedate"]))
{
$duedate = DateTime::createFromFormat($duedateformat[0], $jkp["jak_duedate"]);
$duedatesql = $duedate->format("Y-m-d");
}
else
{
$duedatesql = date("Y-m-d", strtotime('+' . JAK_TICKET_DUEDATE_PRESET . 'day'));
}
// Update the private status and due date
$jakdb->update($jaktable, ["private" => $jkp['jak_private'], "duedate" => $duedatesql], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Finally we inform the customer about the answer
if ($privatenote != 1)
{
// Dashboard URL
$ticketurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 't', $page2, JAK_rewrite::jakCleanurl($JAK_FORM_DATA["subject"])));
// Let's check if we have an imap
$answeremail = $ticktext = '';
$check_imap = $jakdb->get($jaktable7, ["emailanswer", "attachemail"], ["AND" => ["depid" => $JAK_FORM_DATA["depid"], "opid" => $opcacheid]]);
if ($check_imap)
{
$answeremail = $check_imap['emailanswer'];
$subjectl = JAK_TITLE . ' - [#' . $page2 . '] - RE:' . $JAK_FORM_DATA['subject'];
}
else
{
$subjectl = JAK_TITLE . ' - RE:' . $JAK_FORM_DATA['subject'];
}
// Get the ticket answer template
$emailmsgtype = 21;
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if (isset($jkp['save_close'])) $emailmsgtype = 23;
if ($v["msgtype"] == $emailmsgtype && $v["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}',
'{ticketcontent}'
);
$replace = array(
BASE_URL_ORIG,
JAK_TITLE,
$JAK_FORM_DATA['email'],
$JAK_FORM_DATA['name'],
$JAK_FORM_DATA['credits'],
$JAK_FORM_DATA['paid_until'],
'#' . $page2,
$JAK_FORM_DATA['subject'],
$ticketurl,
$answeremail,
replace_urls_emails($contentf, BASE_URL_ORIG, JAK_FILES_DIRECTORY)
);
$ticktext = str_replace($phold, $replace, $v["message"]);
break;
}
}
if (!empty($ticktext))
{
$ticktext = '<p style="color:#c1c1c1;">-------------## Do Not Remove ##-------------</p>' . $ticktext;
// Get the email template
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktext,
BASE_URL_ORIG,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Send attachment if set so in php imap
$attachE = array();
if (isset($check_imap) && $check_imap['attachemail'] == 1 && $JAK_FORM_DATA["attachments"] != 0) {
// Now we get the path
$targetPathTA = CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $page2;
// Ge the files
if (is_dir($targetPathTA)) $JAK_TICKET_FILES = jak_get_files($targetPathTA);
if (isset($JAK_TICKET_FILES) && is_array($JAK_TICKET_FILES)) foreach($JAK_TICKET_FILES as $k) {
if ((strpos($k, "o_") !== false) || (strpos($k, "app_") !== false)) {
// Now we have the correct files, let's attach the ones the last 10 minutes uploaded
if (filemtime($targetPathTA.'/'.$k) >= strtotime("-10 minute")) {
$attachE = ($targetPathTA.'/'.$k);
}
}
}
}
// Ok, we send the email // email address, cc email address, subject, message
if (jak_send_email((isset($JAK_FORM_DATA['email']) && !empty($JAK_FORM_DATA['email']) ? $JAK_FORM_DATA['email'] : $JAK_FORM_DATA['guest_email']), "", $answeremail, $subjectl, $body, $attachE)) $_SESSION["infomsg"] = $jkl['hd134'];
}
}
// We are closing the ticket in the same time
if (isset($jkp['save_close']))
{
// Now let's update the status and the ended time
$result = $jakdb->update($jaktable, ["status" => ($support_status_id + 3), "ended" => time() , "reminder" => 2], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// If Rating is on
if (JAK_TICKET_RATING)
{
// Dashboard URL
$ticketratingurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_CLIENT_URL, 'rt', $JAK_FORM_DATA["id"], $JAK_FORM_DATA["initiated"]));
// Let's check if we have an imap
$answeremail = $ticktextr = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["depid" => $JAK_FORM_DATA["depid"]]);
if ($check_imap) $answeremail = $check_imap;
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 25 && $v["lang"] == JAK_LANG)
{
$pholdr = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}'
);
$replacer = array(
str_replace(JAK_OPERATOR_LOC . '/', '', BASE_URL) ,
JAK_TITLE,
(isset($JAK_FORM_DATA['email']) && !empty($JAK_FORM_DATA['email']) ? $JAK_FORM_DATA['email'] : $JAK_FORM_DATA['guest_email']) ,
(isset($JAK_FORM_DATA['name']) && !empty($JAK_FORM_DATA['name']) ? $JAK_FORM_DATA['name'] : $JAK_FORM_DATA['guest_name']) ,
$JAK_FORM_DATA['credits'],
$JAK_FORM_DATA['paid_until'],
'#' . $JAK_FORM_DATA["id"],
$JAK_FORM_DATA['subject'],
$ticketratingurl,
$answeremail
);
$ticktextr = str_replace($pholdr, $replacer, $v["message"]);
break;
}
}
if (!empty($ticktextr))
{
// Get the email template
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktextr,
str_replace(JAK_OPERATOR_LOC . '/', '', BASE_URL) ,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message
jak_send_email((isset($JAK_FORM_DATA['email']) && !empty($JAK_FORM_DATA['email']) ? $JAK_FORM_DATA['email'] : $JAK_FORM_DATA['guest_email']), "", "", JAK_TITLE.' - '.$jkl['g85'].': '.$JAK_FORM_DATA['subject'], $body, "");
}
}
// Write the log file each time someone tries to login before
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, 0, 19, $lastid, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , $jakuser->getVar("username") , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
else
{
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
}
// Output the errors
}
else
{
$errors = $errors;
}
}
// Title and Description
$SECTION_TITLE = $jkl["hd176"];
$SECTION_DESC = "";
// Get all operators
$OPERATOR_ALL = $jakdb->select($jaktable6, ["id", "name", "email"], ["OR #andclause" => ["AND #the first condition" => ["id" => JAK_USERID], "AND #the second condition" => ["permissions[~]" => "support", "support_dep" => [0, $JAK_FORM_DATA["depid"]], "access" => 1, "opid" => $opcacheid]], "ORDER" => ["name" => "ASC"]]);
if ($JAK_FORM_DATA["support_dep"] == 0)
{
$DEPARTMENTS_ALL = $jakdb->select($jaktable1, ["id", "title"], ["opid" => $opcacheid, "ORDER" => ["dorder" => "ASC"]]);
}
else
{
$DEPARTMENTS_ALL = $jakdb->select($jaktable1, ["id", "title"], ["AND" => ["id" => [$JAK_FORM_DATA["support_dep"]], "opid" => $opcacheid], "ORDER" => ["dorder" => "ASC"]]);
}
// Get all responses
$PRIORITY_ALL = $jakdb->select($jaktable3, "*", ["AND" => ["depid" => [0, $JAK_FORM_DATA["depid"]], "opid" => $opcacheid]]);
// Get all responses
$TOPTIONS_ALL = $jakdb->select($jaktable8, "*", ["AND" => ["depid" => [0, $JAK_FORM_DATA["depid"]], "opid" => $opcacheid]]);
// Get all operators in cc
$OPERATOR_CC = $jakdb->select($jaktable10, "operatorid", ["AND" => ["opid" => $opcacheid, "ticketid" => $page2]]);
// We will need the response time
$total_responses = $jakdb->count($jaktable11, ["ticketid" => $page2]);
$total_responses_time = $jakdb->sum($jaktable11, "responsetime", ["ticketid" => $page2]);
// Get the ticket Answers
$JAK_ANSWER_DATA = $jakdb->select($jaktable4, ["[>]" . $jaktable6 => ["operatorid" => "id"], "[>]" . $jaktable5 => ["clientid" => "id"]], ["ticket_answers.id", "ticket_answers.content", "ticket_answers.lastedit", "ticket_answers.sent", "ticket_answers.private", "ticket_answers.file", "user.id(oid)", "user.name(oname)", "user.picture(upic)", "clients.id(cid)", "clients.name(cname)", "clients.picture(cpic)"], ["ticket_answers.ticketid" => $page2, "ORDER" => ["ticket_answers.sent" => "DESC"]]);
// Get the standard support responses
$JAK_RESPONSE_DATA = "";
if (isset($HD_RESPONSEST) && is_array($HD_RESPONSEST))
{
$JAK_RESPONSE_DATA .= '<option value="0">' . $jkl["g7"] . '</option>';
// get the responses from the file specific for this client
foreach ($HD_RESPONSEST as $r)
{
if ($r["depid"] == 0 || $r["depid"] == $JAK_FORM_DATA["depid"])
{
$JAK_RESPONSE_DATA .= '<option value="' . $r["id"] . '">' . $r["title"] . '</option>';
}
}
}
// Get the custom fields if any
$custom_fields = jak_get_custom_fields(2, $opcacheid, 0, $JAK_FORM_DATA["clientid"], $JAK_FORM_DATA["id"], 0, $jakuser->getVar("language") , false, true, false, false, false);
// Get the attachments if any
if ($JAK_FORM_DATA["attachments"] != 0)
{
// Now we get the path
$targetPathTA = CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $page2;
if (is_dir($targetPathTA))
{
$JAK_TICKET_FILES = jak_get_files_encrypt($targetPathTA);
}
else
{
// We could not find any attachmeents
$jakdb->update($jaktable, ["attachments" => 0], ["id" => $page2]);
}
}
// We edit some content
$editcont = 0;
if (isset($page3) && $page3 == 'edit')
{
$JAK_EDIT_CONTENT = $jakdb->get($jaktable, ["subject", "content"], ["id" => $page2]);
$editcont = $page2;
}
// We edit some answer
$editid = 0;
if (isset($page3) && is_numeric($page3) && $jakdb->has($jaktable4, ["AND" => ["id" => $page3, "ticketid" => $page2]]))
{
$JAK_EDIT_ANSWER = $jakdb->get($jaktable4, ["content", "private"], ["id" => $page3]);
$editid = $page3;
}
// We will need the current status of the ticket
if (isset($HD_SUPPORT_STATUS) && !empty($HD_SUPPORT_STATUS)) foreach ($HD_SUPPORT_STATUS as $v) {
// Compare with the current status
if ($JAK_FORM_DATA["status"] == $v['id']) {
$ticket_status_title = $v["title"];
$ticket_status_class = $v["class"];
$ticket_status_closed = $v["closed"];
break;
}
}
// We set the operator id OR client id into the ticket live status table
set_support_ticket_live_status($opcacheid, $page2, JAK_USERID, 0, 0);
// Include the CSS file for the header
$css_file_header = BASE_URL_ORIG . 'css/dropzone.css';
// Include the javascript file for results
$js_file_footer = 'js_ticket.php';
// Load the template
$template = 'readticket.php';
}
else
{
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
break;
case 'deletea':
// Check if the answer exists
if (is_numeric($page2) && is_numeric($page3) && jak_row_exist($page2, $opcacheid, $jaktable) && jak_field_not_exist($page3, $jaktable4, "id"))
{
// Delete the answer
$jakdb->delete($jaktable4, ["id" => $page3]);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect(JAK_rewrite::jakParseurl('support', 'read', $page2));
}
else
{
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
break;
case 'rating':
// Check if the ticket has a rating
if (isset($page2) && is_numeric($page2) && $jakdb->has($jaktable, ["AND" => ["id" => $page2, "opid" => $opcacheid]]))
{
$rowt = $jakdb->get($jaktable, ["subject"], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
$row = $jakdb->get("ticket_rating", ["clientid", "name", "email", "vote", "comment", "support_time"], ["AND" => ["ticketid" => $page2, "opid" => $opcacheid]]);
// Call the template
$template = 'ticketrating.php';
}
else
{
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
break;
case 'deletef':
# code...
// Check if the file can be deleted
if (is_numeric($page2) && !empty($page3))
{
// Now let us delete the file
$filedel = CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $page2 . '/' . $page3;
if (file_exists($filedel)) unlink($filedel);
// Counter - 1
$jakdb->update($jaktable, ["attachments[-]" => 1], ["id" => $page2]);
// Now we remove the Answer entry in the table
$answerdata = $jakdb->get($jaktable4, "id", ["AND" => ["ticketid" => $page2, "content" => $page3, "file" => 1]]);
$jakdb->delete($jaktable4, ["id" => $answerdata]);
if (isset($_SERVER['HTTP_X_REQUESTED_WITH']))
{
die(json_encode(array(
"status" => 1,
"answerid" => $answerdata
)));
}
else
{
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
}
else
{
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
break;
case 'status':
// Check if the ticket exists
if (is_numeric($page2) && is_numeric($page3) && jak_row_exist($page2, $opcacheid, $jaktable))
{
// Now check how many languages are installed and do the dirty work
$result = $jakdb->update($jaktable, ["status" => $page3, "ended" => 0], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Ticket is closed set an ending time
if ($page3 == 3 || $page3 == 4)
{
$jakdb->update($jaktable, ["ended" => time() ], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Get the ticket data first
$ticketdata = $jakdb->get($jaktable, ["[>]clients" => ["clientid" => "id"]], ["support_tickets.id", "support_tickets.depid", "support_tickets.name", "support_tickets.email", "support_tickets.subject", "support_tickets.initiated", "clients.credits", "clients.paid_until"], ["AND" => ["support_tickets.id" => $page2, "support_tickets.opid" => $opcacheid]]);
// Send email to customers if set so.
if (JAK_TICKET_CLOSE_R == 1)
{
// Dashboard URL
$ticketurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 't', $page2, JAK_rewrite::jakCleanurl($ticketdata["subject"])));
// Let's check if we have an imap
$answeremail = $ticktext = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["AND" => ["depid" => $ticketdata["depid"], "opid" => $opcacheid]]);
if ($check_imap) $answeremail = $check_imap;
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 23 && $v["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}'
);
$replace = array(
BASE_URL_ORIG,
JAK_TITLE,
$ticketdata['email'],
$ticketdata['name'],
$ticketdata['credits'],
$ticketdata['paid_until'],
'#' . $page3,
$ticketdata['subject'],
$ticketurl,
$answeremail
);
$ticktext = str_replace($phold, $replace, $v["message"]);
break;
}
}
// Get the email template
if (!empty($ticktext))
{
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktext,
BASE_URL_ORIG,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message
if (jak_send_email($ticketdata['email'], "", "", JAK_TITLE.' - '.sprintf($jkl['hd192'], $ticketdata['subject']), $body, "")) $_SESSION["infomsg"] = $jkl['hd134'];
}
} // end sending closed message
// Send rating to customer when ticket is closed forever
if ($page3 == 4)
{
// Dashboard URL
$ticketratingurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_CLIENT_URL, 'rt', $ticketdata["id"], $ticketdata["initiated"]));
// Let's check if we have an imap
$answeremail = $ticktextr = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["AND" => ["depid" => $ticketdata["depid"], "opid" => $opcacheid]]);
if ($check_imap) $answeremail = $check_imap;
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 25 && $v["lang"] == JAK_LANG)
{
$pholdr = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}'
);
$replacer = array(
str_replace(JAK_OPERATOR_LOC . '/', '', BASE_URL) ,
JAK_TITLE,
$ticketdata['email'],
$ticketdata['name'],
$ticketdata['credits'],
$ticketdata['paid_until'],
'#' . $ticketdata["id"],
$ticketdata['subject'],
$ticketratingurl,
$answeremail
);
$ticktextr = str_replace($pholdr, $replacer, $v["message"]);
break;
}
}
if (!empty($ticktextr))
{
// Get the email template
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktextr,
str_replace(JAK_OPERATOR_LOC . '/', '', BASE_URL) ,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message
jak_send_email($ticketdata['email'], "", "", JAK_TITLE.' - '.$jkl['g85'].': '.$ticketdata['subject'], $body, "");
// Now we update the ticket table
$jakdb->update($jaktable, ["reminder" => 2], ["AND" => ["id" => $ticketdata['id'], "opid" => $opcacheid]]);
}
}
}
if (!$result)
{
$_SESSION["infomsg"] = $jkl['i'];
jak_redirect($_SESSION['LCRedirect']);
}
else
{
// Write the log file each time someone tries to login before
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, 0, 19, $page2, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , $jakuser->getVar("username") , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
}
else
{
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
break;
case 'split':
// First we check if we can split the ticket.
if (is_numeric($page2) && is_numeric($page3) && jak_row_exist($page2, $opcacheid, $jaktable) && $jakdb->has($jaktable4, ["id" => $page3]))
{
// We have a post
if ($_SERVER['REQUEST_METHOD'] == 'POST')
{
$jkp = $_POST;
if (empty($jkp['subject']))
{
$errors['e'] = $jkl['e2'];
}
if (empty($jkp['content']))
{
$errors['e1'] = $jkl['e1'];
}
if (count($errors) == 0)
{
// Get the client data once again
$client_save = $jakdb->get($jaktable5, ["name", "email", "credits", "paid_until"], ["AND" => ["id" => $jkp["clientid"], "opid" => $opcacheid]]);
// Filter the subject
$subjectf = trim($jkp['subject']);
// Filter the notes
$notesf = trim($jkp['jak_notes']);
// Filter the content
$contentf = jak_clean_safe_userpost($_REQUEST['content']);
// We have the due date and we will need to make it right for mysql
if (isset($jkp["jak_duedate"]) && !empty($jkp["jak_duedate"]))
{
$duedate = DateTime::createFromFormat($duedateformat[0], $jkp["jak_duedate"]);
$duedatesql = $duedate->format("Y-m-d");
}
else
{
$duedatesql = date("Y-m-d", strtotime('+' . JAK_TICKET_DUEDATE_PRESET . 'day'));
}
// We need the time once
$ticketcreated = time();
// Create the ticket
$result = $jakdb->insert($jaktable, ["opid" => $opcacheid, "depid" => $jkp["jak_depid"], "subject" => $subjectf, "content" => $contentf, "operatorid" => $jkp['jak_operator'], "clientid" => $jkp["clientid"], "name" => $client_save["name"], "email" => $client_save["email"], "referrer" => $jkp['jak_referrer'], "notes" => $notesf, "private" => $jkp['jak_private'], "priorityid" => $jkp['jak_priority'], "toptionid" => $jkp['jak_toption'], "status" => $jkp['jak_status'], "ip" => $ipa, "updated" => $ticketcreated, "initiated" => $ticketcreated, "duedate" => $duedatesql]);
if (!$result)
{
$_SESSION["infomsg"] = $jkl['i'];
jak_redirect($_SESSION['LCRedirect']);
}
else
{
// Get the ID from the ticket
$lastid = $jakdb->id();
// Write the log file each time someone tries to login before
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, 0, 22, $lastid, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , $jakuser->getVar("username") , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
// Now we will need to delete the answer, because we create a new ticket
$jakdb->delete($jaktable4, ["id" => $page3]);
// We move attachments
if (isset($jkp["move-files"]) && is_array($jkp["move-files"]))
{
foreach ($jkp["move-files"] as $f)
{
// first get the target path
$targetPathd = CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $lastid . '/';
$targetPath = str_replace("//", "/", $targetPathd);
if (!is_dir($targetPath)) mkdir($targetPath, 0755, true);
$oldlocation = CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $page2 . '/' . $f;
$newlocation = $targetPath . '/' . $f;
// Move file
if (rename($oldlocation, $newlocation))
{
// Update counter on the new ticket
$jakdb->update($jaktable, ["attachments[+]" => 1], ["AND" => ["id" => $lastid, "opid" => $opcacheid]]);
// Update counter on the old ticket
$jakdb->update($jaktable, ["attachments[-]" => 1], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
}
}
}
// Should the ticket be closed
if ($jkp['jak_status'] == 3)
{
$jakdb->update($jaktable, ["ended" => $ticketcreated], ["AND" => ["id" => $lastid, "opid" => $opcacheid]]);
}
// And we complete the custom fields jak_save_custom_fields($opid, $clientid, $ticketid, $contactid, $jkp, $fieldloc)
jak_save_custom_fields($opcacheid, $saveclientid[0], $lastid, 0, $jkp, 2);
// Set the client ticket request +1
$jakdb->update($jaktable5, ["supportrequests[+]" => 1], ["id" => $saveclientid[0]]);
// We run on a credit based system?
if (JAK_BILLING_MODE == 1)
{
$priocredit = $optcredit = 0;
if (isset($jkp["jak_priority"]) && is_numeric($jkp["jak_priority"]))
{
$priocredit = $jakdb->get($jaktable8, "credits", ["id" => $jkp["jak_priority"]]);
}
if (isset($jkp["jak_toption"]) && is_numeric($jkp["jak_toption"]))
{
$optcredit = $jakdb->get($jaktable8, "credits", ["id" => $jkp["jak_toption"]]);
}
// Let us collect the department details.
$depcredit = 0;
if (isset($HD_SUPPORT_DEPARTMENTS) && is_array($HD_SUPPORT_DEPARTMENTS)) foreach ($HD_SUPPORT_DEPARTMENTS as $v)
{
if ($v["id"] == $ticketinfo["depid"])
{
$depcredit = $v["credits"];
}
}
$totalc = $depcredit + $priocredit + $optcredit;
// We need to get the credits
if ($totalc != 0)
{
// Take some credits away
$jakdb->update($jaktable5, ["credits[-]" => $totalc], ["id" => $saveclientid[0]]);
// Credit system control
$jakdb->insert("taken_credits", ["clientid" => $saveclientid[0], "operatorid" => JAK_USERID, "credits" => $totalc, "created" => $jakdb->raw("NOW()") ]);
// Inform the operator that all credits have been used.
if (($client_save["credits"] - $totalc) < 0)
{
$_SESSION["errormsg"] = sprintf($jkl['hd227'], $client_save["name"], $client_save["credits"]);
}
}
// We run the membership based system
}
elseif (JAK_BILLING_MODE == 2 && strtotime($client_save["paid_until"]) < $ticketcreated)
{
$_SESSION["errormsg"] = sprintf($jkl['hd228'], $client_save["name"], $client_save["paid_until"]);
}
// all has been stored let's send the email if whish so
if (isset($jkp["inform-client"]) && !empty($jkp["inform-client"]))
{
// Finally we inform the customer about the new ticket
// Dashboard URL
$ticketurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 't', $lastid, JAK_rewrite::jakCleanurl($subjectf)));
// Let's check if we have an imap
$answeremail = $ticktext = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["depid" => $ticketinfo["depid"]]);
if ($check_imap)
{
$answeremail = $check_imap;
$subjectl = JAK_TITLE . ' - [#' . $page2 . '] - ' . $jkl['hd177'] . ' / ' . $subjectf;
}
else
{
$subjectl = JAK_TITLE . ' - ' . $jkl['hd177'] . ' / ' . $subjectf;
}
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 20 && $v["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}',
'{ticketcontent}'
);
$replace = array(
BASE_URL_ORIG,
JAK_TITLE,
$client_save['email'],
$client_save['name'],
$client_save['credits'],
$client_save['paid_until'],
'#' . $lastid,
$subjectf,
$ticketurl,
$answeremail,
replace_urls_emails($contentf, BASE_URL_ORIG, JAK_FILES_DIRECTORY)
);
$ticktext = str_replace($phold, $replace, $v["message"]);
break;
}
}
if (!empty($ticktext))
{
$ticktext = '<p style="color:#c1c1c1;">-------------## Do Not Remove ##-------------</p>' . $ticktext;
// Get the email template
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktext,
BASE_URL_ORIG,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message
if (jak_send_email($client_save['email'], "", "", JAK_TITLE . ' - RE:' . $subjectf, $body, "")) $_SESSION["infomsg"] = $jkl['hd134'];
}
}
// We have a third party operator, let's inform the operator.
if ($jkp['jak_operator'] != JAK_USERID)
{
// The new operator
$new_operator_ticket = $jakdb->get($jaktable6, ["username", "email"], ["id" => $jkp['jak_operator']]);
// The URL
$opurlt = sprintf($jkl['hd249'], JAK_rewrite::jakParseurl('support', 'read', $lastid));
// Ok, we send the email // email address, cc email address, subject, message, attachment
jak_send_email($new_operator_ticket['email'], "", "", $subjectl, $opurlt, "");
}
// Now we will need to inform the customers that have assigned CC
if (isset($jkp['jak_opidcc']) && !empty($jkp['jak_opidcc']))
{
// Check if we have a change in operator cc field
updateOperatorCC($jkp['jak_opidcc'], $opcacheid, $lastid);
// The new operator
$operator_cc_email = $jakdb->select($jaktable6, "email", ["id" => $jkp['jak_opidcc']]);
// The URL
$opurlt = sprintf($jkl['hd267'], '<a href="' . JAK_rewrite::jakParseurl('support', 'read', $lastid) . '">' . JAK_rewrite::jakParseurl('support', 'read', $lastid) . '</a>');
// Ok, we send the email // email address, cc email address, subject, message, attachment
jak_send_email($operator_cc_email, "", "", sprintf($jkl['hd290'], $subjectf), $opurlt, "");
}
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect(JAK_rewrite::jakParseurl('support', 'read', $lastid));
}
// Output the errors
}
else
{
$errors = $errors;
}
}
// Title and Description
$SECTION_TITLE = $jkl["hd286"];
$SECTION_DESC = "";
// Now let's get the current information out
$ticketinfo = $jakdb->get($jaktable, ["depid", "clientid", "referrer", "attachments"], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Also get the answer
$ticketanswer = $jakdb->get($jaktable4, ["ticketid", "content"], ["id" => $page3]);
$_REQUEST['content'] = $ticketanswer["content"];
$_REQUEST['jak_referrer'] = $ticketinfo["referrer"];
if (isset($ticketinfo["clientid"]) && isset($ticketinfo["depid"]))
{
$JAK_CLIENT_DATA = $jakdb->get($jaktable5, ["id", "name", "email", "support_dep"], ["AND" => ["opid" => $opcacheid, "id" => $ticketinfo["clientid"]]]);
$JAK_DEP_DATA = $jakdb->get($jaktable1, ["id", "title", "email"], ["AND" => ["opid" => $opcacheid, "id" => $ticketinfo["depid"]]]);
// Get all operators
$OPERATOR_ALL = $jakdb->select($jaktable6, ["id", "name", "email"], ["OR #andclause" => ["AND #the first condition" => ["id" => [JAK_SUPERADMIN]], "AND #the second condition" => ["permissions[~]" => "support", "support_dep[~]" => [0, $JAK_DEP_DATA["id"]], "access" => 1]], "ORDER" => ["name" => "ASC"]]);
// Get all the departments
if ($JAK_CLIENT_DATA["support_dep"] == 0)
{
$DEPARTMENTS_ALL = $jakdb->select($jaktable1, ["id", "title"], ["opid" => $opcacheid, "ORDER" => ["dorder" => "ASC"]]);
}
else
{
$DEPARTMENTS_ALL = $jakdb->select($jaktable1, ["id", "title"], ["AND" => ["id" => [$JAK_FORM_DATA["support_dep"]], "opid" => $opcacheid], "ORDER" => ["dorder" => "ASC"]]);
}
// Get all priorities
$PRIORITY_ALL = $jakdb->select($jaktable3, "*", ["AND" => ["depid" => [0, $JAK_DEP_DATA["id"]], "opid" => $opcacheid]]);
// Get all options
$TOPTIONS_ALL = $jakdb->select($jaktable8, "*", ["AND" => ["depid" => [0, $JAK_DEP_DATA["id"]], "opid" => $opcacheid]]);
// Get all custom field data
$OPERATOR_CC = $jakdb->select($jaktable10, "operatorid", ["AND" => ["opid" => $opcacheid, "ticketid" => $page2]]);
// Get the custom fields if any
$custom_fields = jak_get_custom_fields(false, 0, 2, $opcacheid, $JAK_DEP_DATA["id"], $jakuser->getVar("language") , false, true, false, false, false);
// Get the attachments if any
$JAK_TICKET_FILES = array();
if ($ticketinfo["attachments"] != 0) $JAK_TICKET_FILES = jak_get_files_encrypt(CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $page2);
// Get the standard support responses
$JAK_RESPONSE_DATA = "";
if (isset($HD_RESPONSEST) && is_array($HD_RESPONSEST))
{
$JAK_RESPONSE_DATA .= '<option value="0">' . $jkl["g7"] . '</option>';
// get the responses from the file specific for this client
foreach ($HD_RESPONSEST as $r)
{
if ($r["depid"] == 0 || $r["depid"] == $JAK_DEP_DATA["id"])
{
$phold = array(
"%operator%",
"%client%",
"%email%"
);
$replace = array(
$jakuser->getVar("name") ,
$JAK_CLIENT_DATA["name"],
JAK_EMAIL
);
$message = str_replace($phold, $replace, $r["message"]);
$JAK_RESPONSE_DATA .= '<option value="' . base64_encode($message) . '">' . $r["title"] . '</option>';
}
}
}
}
// Include the javascript file for results
$js_file_footer = 'js_newticket.php';
// Load the template
$template = 'splitticket.php';
}
else
{
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
break;
case 'merge':
# code...
// Let's go on with the script
if ($_SERVER['REQUEST_METHOD'] == 'POST' && isset($_POST['ticketid']))
{
$jkp = $_POST;
// Errors in Array
$errors = array();
if (empty($jkp['ticketid']) || !filter_var($jkp['ticketid'], FILTER_VALIDATE_INT))
{
$errors['ticketid'] = $jkl['e15'];
}
if (!isset($errors['ticketid']) && $jkp['ticketid'] == $page2)
{
$errors['ticketid'] = $jkl['i74'];
}
if (!isset($errors['ticketid']) && !jak_row_exist($jkp['ticketid'], $opcacheid, $jaktable))
{
$errors['ticketid'] = $jkl['i3'];
}
if (count($errors) > 0)
{
/* Outputtng the error messages */
if (isset($_SERVER['HTTP_X_REQUESTED_WITH']))
{
header('Cache-Control: no-cache');
die(json_encode(array(
'status' => 0,
'errors' => $errors,
'html' => $errors['ticketid']
)));
}
else
{
$errors = $errors;
}
}
else
{
// Now we create an answer for the ticket we merge into it.
$row = $jakdb->get($jaktable, ["id", "subject"], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Get the link
$ticketlink = '<a href="' . str_replace(BASE_URL, '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 'read', $row["id"])) . '">' . $row["subject"] . '</a>';
// Get the sentence from the language file
$content = sprintf($jkl['hd256'], $row["id"], $ticketlink);
// Filter the content
$contentf = jak_clean_safe_userpost($content);
$result = $jakdb->insert($jaktable4, ["ticketid" => $jkp['ticketid'], "operatorid" => JAK_USERID, "content" => $contentf, "lastedit" => $jakdb->raw("NOW()") , "sent" => $jakdb->raw("NOW()") ]);
// Update the ticket we merged into it
$jakdb->update($jaktable, ["updated" => time() ], ["AND" => ["id" => $jkp["ticketid"], "opid" => $opcacheid]]);
// Now let's update the ticket we merged so we need to update the ticket and close it for good.
$row1 = $jakdb->get($jaktable, ["id", "subject"], ["AND" => ["id" => $jkp["ticketid"], "opid" => $opcacheid]]);
// Create the URL for the answer, so it is linked.
$ticketlinkn = '<a href="' . str_replace(BASE_URL, '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 'read', $row1["id"])) . '">' . $row1["subject"] . '</a>';
// Get the sentence from the language file
$content = sprintf($jkl['hd255'], $row1["id"], $ticketlinkn);
// Filter the content
$contentf = jak_clean_safe_userpost($content);
$result = $jakdb->insert($jaktable4, ["ticketid" => $page2, "operatorid" => JAK_USERID, "content" => $contentf, "lastedit" => $jakdb->raw("NOW()") , "sent" => $jakdb->raw("NOW()") ]);
// Get the ID from the ticket
$lastid = $jakdb->id();
// Let's get the support status id
$support_status_id = $jakdb->get("support_status", "id", ["opid" => $opcacheid, "ORDER" => ["dorder" => "ASC"]]);
// Update the ticket we merged into it
$jakdb->update($jaktable, ["status" => ($support_status_id + 3), "mergeid" => $jkp["ticketid"], "mergeopid" => JAK_USERID, "mergetime" => time() , "ended" => time() , "updated" => time() ], ["AND" => ["id" => $page2, "opid" => $opcacheid]]);
// Write the log file
JAK_base::jakWhatslog('', $opcacheid, JAK_USERID, 0, 21, $lastid, (isset($_COOKIE['WIOgeoData']) ? $_COOKIE['WIOgeoData'] : '') , $jakuser->getVar("username") , $_SERVER['REQUEST_URI'], $ipa, $valid_agent);
// Now it is time to inform the customer that the ticket has been merged and closed
$ticketdata = $jakdb->get($jaktable, ["[>]clients" => ["clientid" => "id"]], ["support_tickets.id", "support_tickets.depid", "support_tickets.name", "support_tickets.email", "support_tickets.subject", "support_tickets.initiated", "clients.credits", "clients.paid_until"], ["AND" => ["support_tickets.id" => $page2, "opid" => $opcacheid]]);
// Send email to customers if set so.
if (JAK_TICKET_CLOSE_R == 1)
{
// Dashboard URL
$ticketurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 't', $page2, JAK_rewrite::jakCleanurl($ticketdata["subject"])));
// Let's check if we have an imap
$answeremail = $ticktext = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["AND" => ["depid" => $ticketdata["depid"], "opid" => $opcacheid]]);
if ($check_imap) $answeremail = $check_imap;
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 23 && $v["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}'
);
$replace = array(
BASE_URL_ORIG,
JAK_TITLE,
$ticketdata['email'],
$ticketdata['name'],
$ticketdata['credits'],
$ticketdata['paid_until'],
'#' . $ticketdata['id'],
$ticketdata['subject'],
$ticketurl,
$answeremail
);
$ticktext = str_replace($phold, $replace, $v["message"]);
break;
}
}
// Get the email template
if (!empty($ticktext))
{
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktext,
BASE_URL_ORIG,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message, attachment
jak_send_email($ticketdata['email'], "", "", JAK_TITLE . ' - ' . sprintf($jkl['hd257'], $ticketdata['subject']), $body, "");
}
} // end sending closed message
// Ajax Request
if (isset($_SERVER['HTTP_X_REQUESTED_WITH']))
{
header('Cache-Control: no-cache');
die(json_encode(array(
'status' => 1,
'html' => $jkl["hd254"]
)));
}
else
{
jak_redirect($_SERVER['HTTP_REFERER']);
}
}
}
// Now we get the client and show the last 5 Tickets from this client.
if (isset($page2) && is_numeric($page2) && jak_row_exist($page2, $opcacheid, $jaktable))
{
// Get the client id
$clientid = filter_var($page3, FILTER_SANITIZE_NUMBER_INT);
$CLI_TICKET = $jakdb->select($jaktable, ["id", "subject", "initiated", "updated"], ["AND" => ["id[!]" => $page2, "opid" => $opcacheid, "clientid" => $clientid, "status[!]" => 4], "ORDER" => ["updated" => "DESC"], "LIMIT" => 6]);
}
// Call the template
$template = 'mergeticket.php';
break;
case 'statusfilter':
if (isset($page2) && is_numeric($page2) && isset($HD_SUPPORT_STATUS) && !empty($HD_SUPPORT_STATUS))
{
foreach ($HD_SUPPORT_STATUS as $s)
{
if ($s["id"] == $page2)
{
$_SESSION["sortstatus"] = $page2;
break;
}
}
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
else
{
unset($_SESSION["sortstatus"]);
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
break;
default:
// if (isset($page1) && !is_numeric($page1) && !empty($page1)) jak_redirect(JAK_rewrite::jakParseurl('support'));
// Check if we need to load the ticket
if ($jakosub['tickets'] == 1)
{
// We allow access
$supportaccess = true;
// Let's go on with the script
if ($_SERVER['REQUEST_METHOD'] == 'POST')
{
$jkp = $_POST;
if (isset($jkp['action']) && $jkp['action'] == "depid")
{
if (isset($jkp['jak_depid']) && is_numeric($jkp['jak_depid']) && $jkp['jak_depid'] != 0)
{
if ($jakuser->getVar("support_dep") == 0 || in_array($jkp['jak_depid'], explode(",", $jakuser->getVar("support_dep"))))
{
$_SESSION["sortdepid"] = $jkp['jak_depid'];
jak_redirect(JAK_rewrite::jakParseurl('support', $jkp['jak_depid']));
}
}
unset($_SESSION["sortdepid"]);
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
if (isset($jkp['action']) && $jkp['action'] == "opidsort") {
if (isset($jkp['jak_opid']) && is_numeric($jkp['jak_opid']) && $jkp['jak_opid'] != 0) {
if (jak_get_access("usrmanage", $jakuser->getVar("permissions"), JAK_MAIN_OP) || $jkp['jak_opid'] == JAK_USERID) {
$_SESSION["sortopid"] = $jkp['jak_opid'];
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
}
unset($_SESSION["sortopid"]);
jak_redirect(JAK_rewrite::jakParseurl('support'));
}
if (isset($jkp['action']) && $jkp['action'] == "delete")
{
if (!JAK_USERID) jak_redirect(BASE_URL);
if (isset($jkp['jak_delete_tickets']))
{
$delartic = $jkp['jak_delete_tickets'];
for ($i = 0;$i < count($delartic);$i++)
{
$delart = $delartic[$i];
// Delete the ticket
$jakdb->delete($jaktable, ["AND" => ["id" => $delart, "opid" => $opcacheid]]);
// Delete the answer
$jakdb->delete($jaktable4, ["ticketid" => $delart]);
// Delete all attachments
$targetPath = CLIENT_UPLOAD_DIR . '/' . $opcacheid . '/support/' . $delart . '/';
$removedouble = str_replace("//", "/", $targetPath);
foreach (glob($removedouble . '*.*') as $jak_unlink)
{
// Delete all files
@unlink($jak_unlink);
}
// Delete the folder
@rmdir($targetPath);
}
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
if (isset($jkp['action']) && $jkp['action'] == "statuschange")
{
if (!JAK_USERID) jak_redirect(BASE_URL);
if (isset($jkp['jak_delete_tickets']))
{
// Get all selected tickets
$delartic = $jkp['jak_delete_tickets'];
// Get the status
$newstatus = filter_var($jkp['jak_statuschange'], FILTER_SANITIZE_NUMBER_INT);
for ($i = 0;$i < count($delartic);$i++)
{
$delart = $delartic[$i];
$jakdb->update($jaktable, ["status" => str_replace("status", "", $newstatus) ], ["AND" => ["id" => $delart, "opid" => $opcacheid]]);
// Ticket is closed set an ending time
if ($newstatus == 3 || $newstatus == 4)
{
$jakdb->update($jaktable, ["ended" => time() ], ["AND" => ["id" => $delart, "opid" => $opcacheid]]);
// Send email to customers if set so.
if (JAK_TICKET_CLOSE_R == 1)
{
// Get the ticket data first
$ticketdata = $jakdb->get($jaktable, ["[>]clients" => ["clientid" => "id"]], ["support_tickets.id", "support_tickets.depid", "support_tickets.name", "support_tickets.email", "support_tickets.subject", "clients.credits", "clients.paid_until"], ["AND" => ["support_tickets.id" => $delart, "opid" => $opcacheid]]);
// Dashboard URL
$ticketurl = str_replace(JAK_OPERATOR_LOC . '/', '', JAK_rewrite::jakParseurl(JAK_SUPPORT_URL, 't', $delart, JAK_rewrite::jakCleanurl($ticketdata["subject"])));
// Let's check if we have an imap
$answeremail = $ticktext = '';
$check_imap = $jakdb->get($jaktable7, "emailanswer", ["AND" => ["depid" => $ticketdata["depid"], "opid" => $opcacheid]]);
if ($check_imap) $answeremail = $check_imap;
// Get the ticket answer template
if (!empty($HD_ANSWERS) && is_array($HD_ANSWERS)) foreach ($HD_ANSWERS as $v)
{
if ($v["msgtype"] == 23 && $v["lang"] == JAK_LANG)
{
$phold = array(
'{url}',
'{title}',
'{cemail}',
'{cname}',
'{credits}',
'{paid_until}',
'{ticket}',
'{subject}',
'{ticketurl}',
'{email}'
);
$replace = array(
BASE_URL_ORIG,
JAK_TITLE,
$ticketdata['email'],
$ticketdata['name'],
$ticketdata['credits'],
$ticketdata['paid_until'],
'#' . $delart,
$ticketdata['subject'],
$ticketurl,
$answeremail
);
$ticktext = str_replace($phold, $replace, $v["message"]);
break;
}
}
// Get the email template
if (!empty($ticktext))
{
$nlhtml = file_get_contents(APP_PATH . 'template/' . JAK_FRONT_TEMPLATE . '/email/index.html');
// Change fake vars into real ones.
$cssAtt = array(
'{emailcontent}',
'{weburl}',
'{title}',
'{emailtpllogo}',
'{emailtplcopy}'
);
$cssUrl = array(
$ticktext,
BASE_URL_ORIG,
JAK_TITLE,
JAK_EMAILTPLLOGO,
JAK_EMAILTPLCOPY
);
$nlcontent = str_replace($cssAtt, $cssUrl, $nlhtml);
$body = str_ireplace("[\]", "", $nlcontent);
// Ok, we send the email // email address, cc email address, subject, message, attachment
jak_send_email($ticketdata['email'], "", "", JAK_TITLE . ' - ' . sprintf($jkl['hd192'], $ticketdata['subject']), $body, "");
}
} // end sending closed message
}
}
$_SESSION["successmsg"] = $jkl['g14'];
jak_redirect($_SESSION['LCRedirect']);
}
$_SESSION["errormsg"] = $jkl['i3'];
jak_redirect($_SESSION['LCRedirect']);
}
}
}
// Total stuff for support
$totalAll = $totalAllOT = $totalAllWT = $totalAllCT = $total_vote = $total_voted = 0;
// We need the support status to figure out what we have to show
$op_support_status = $jakdb->select("support_status", ["id", "title", "class", "dorder"], ["AND" => ["opid" => $opcacheid, "oponly" => 0], "ORDER" => ["dorder" => "ASC"]]);
// Get the totals
$totalAll = $jakdb->count("support_tickets", ["opid" => $opcacheid]);
// We calculate the statistics for the dashboard
if (isset($op_support_status) && !empty($op_support_status)) foreach ($op_support_status as $k => $v) {
$totalTtemp = 0;
$totalTtemp = $jakdb->count("support_tickets", ["AND" => ["opid" => $opcacheid, "status" => $v["id"]]]);
// Get the stuff into a new array
$totalTStat[] = array("title" => $v["title"], "class" => $v["class"], "total" => $totalTtemp);
}
$total_voted = $jakdb->count($jaktable, ["AND" => ["reminder" => 3, "opid" => $opcacheid]]);
$total_vote = $jakdb->sum("ticket_rating", "vote", ["opid" => $opcacheid]);
// Get the support departments
if (count($HD_SUPPORT_DEPARTMENTS) == 1)
{
$dep_filter = false;
}
else
{
if (is_numeric($jakuser->getVar("support_dep")) && $jakuser->getVar("support_dep") != 0)
{
$dep_filter = $jakdb->get("support_departments", ["id", "title"], ["AND" => ["id" => $jakuser->getVar("support_dep") , "active" => 1, "opid" => $opcacheid], "ORDER" => ["dorder" => "ASC"]]);
$dep_filter = false;
}
elseif (!((boolean)$jakuser->getVar("support_dep")) && $jakuser->getVar("support_dep") != 0)
{
$dep_filter = $jakdb->select("support_departments", ["id", "title"], ["AND" => ["id" => [$jakuser->getVar("support_dep") ], "active" => 1, "opid" => $opcacheid], "ORDER" => ["dorder" => "ASC"]]);
}
else
{
$dep_filter = $HD_SUPPORT_DEPARTMENTS;
}
}
if (jak_get_access("usrmanage", $jakuser->getVar("permissions"), JAK_MAIN_OP)) {
$op_filter = jak_get_user_all($jaktable6, $opcacheid, "meandsibling");
} else {
$op_filter = jak_get_user_all($jaktable6, JAK_USERID, false);
}
// Title and Description
$SECTION_TITLE = $jkl["hd"];
$SECTION_DESC = "";
// Call the template
if (JAK_TICKET_DUEDATE)
{
// Include the javascript file for results
$js_file_footer = 'js_supportdue.php';
$template = 'supportdue.php';
}
else
{
// Include the javascript file for results
$js_file_footer = 'js_support.php';
$template = 'support.php';
}
}
?>