<?php
/**
 *
 * This file is part of HESK - PHP Help Desk Software.
 *
 * (c) Copyright Klemen Stirn. All rights reserved.
 * https://www.hesk.com
 *
 * For the full copyright and license agreement information visit
 * https://www.hesk.com/eula.php
 *
 */

define('IN_SCRIPT',1);
define('HESK_PATH','../');

/* Get all the required files and functions */
require(HESK_PATH . 'hesk_settings.inc.php');
require(HESK_PATH . 'inc/common.inc.php');
require(HESK_PATH . 'inc/admin_functions.inc.php');
hesk_load_database_functions();

hesk_session_start();
hesk_dbConnect();
hesk_isLoggedIn();

/* Set correct return URL */
if (isset($_SERVER['HTTP_REFERER']))
{
	$url = hesk_input($_SERVER['HTTP_REFERER']);
    $url = str_replace('&amp;','&',$url);
	if ($tmp = strstr($url,'show_tickets.php'))
    {
    	$referer = $tmp;
    }
	elseif ($tmp = strstr($url,'find_tickets.php'))
    {
    	$referer = $tmp;
    }
    elseif ($tmp = strstr($url,'admin_main.php'))
    {
    	$referer = $tmp;
    }
    else
    {
    	$referer = 'admin_main.php';
    }
}
else
{
	$referer = 'admin_main.php';
}

/* Is this a delete ticket request from within a ticket ("delete" icon)? */
if ( isset($_GET['delete_ticket']) )
{
    /* Check permissions for this feature */
	hesk_checkPermission('can_del_tickets');

	/* A security check */
	hesk_token_check();

	// Tracking ID
	$trackingID = hesk_cleanID() or die($hesklang['int_error'].': '.$hesklang['no_trackID']);

	/* Get ticket info */
	$result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `trackid`='".hesk_dbEscape($trackingID)."' LIMIT 1");
	if (hesk_dbNumRows($result) != 1)
	{
		hesk_error($hesklang['ticket_not_found']);
	}
	$ticket = hesk_dbFetchAssoc($result);

	/* Is this user allowed to delete tickets inside this category? */
	hesk_okCategory($ticket['category']);

	hesk_fullyDeleteTicket();

    hesk_process_messages(sprintf($hesklang['num_tickets_deleted'],1),$referer,'SUCCESS');
}


/* This is a request from ticket list. Must be POST and id must be an array */
if ( ! isset($_POST['id']) || ! is_array($_POST['id']) )
{
	hesk_process_messages($hesklang['no_selected'], $referer, 'NOTICE');
}
/* If not, then needs an action (a) POST variable set */
elseif ( ! isset($_POST['a']) )
{
	hesk_process_messages($hesklang['invalid_action'], $referer);
}

$i=0;

// Possible priorities
$priorities = array(
	'critical'	=> array('value' => 0, 'text' => $hesklang['critical'],	'formatted' => '<font class="critical">'.$hesklang['critical'].'</font>'),
	'high'		=> array('value' => 1, 'text' => $hesklang['high'],		'formatted' => '<font class="important">'.$hesklang['high'].'</font>'),
	'medium'	=> array('value' => 2, 'text' => $hesklang['medium'],	'formatted' => '<font class="medium">'.$hesklang['medium'].'</font>'),
	'low'		=> array('value' => 3, 'text' => $hesklang['low'],		'formatted' => $hesklang['low']),
);

// Assign tickets to
if ( isset($_POST['assign']) && $_POST['assign'] == $hesklang['assi'])
{
	if ( ! isset($_POST['owner']) || $_POST['owner'] == '')
	{
		hesk_process_messages($hesklang['assign_no'], $referer, 'NOTICE');
	}

	$end_message = array();
	$num_assigned = 0;

	// Permissions
	$can_assign_others = hesk_checkPermission('can_assign_others',0);
	if ($can_assign_others)
	{
		$can_assign_self = TRUE;
	}
	else
	{
		$can_assign_self = hesk_checkPermission('can_assign_self',0);
	}

	$owner = intval( hesk_POST('owner') );

	if ($owner == -1)
	{
		foreach ($_POST['id'] as $this_id)
		{
			if ( is_array($this_id) )
			{
				continue;
			}

			$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);

			$revision = sprintf($hesklang['thist2'],hesk_date(),'<i>'.$hesklang['unas'].'</i>',$_SESSION['name'].' ('.$_SESSION['user'].')');
			$res = hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `owner`=0 , `assignedby`=NULL , `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`={$this_id} LIMIT 1");

			$end_message[] = sprintf($hesklang['assign_2'], $this_id);
			$i++;
		}

		hesk_process_messages($hesklang['assign_1'],$referer,'SUCCESS');
	}

	$res = hesk_dbQuery("SELECT `id`,`user`,`name`,`email`,`isadmin`,`categories`,`notify_assigned` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` WHERE `id`='{$owner}' LIMIT 1");
	$owner_data = hesk_dbFetchAssoc($res);

	if ( ! $owner_data['isadmin'])
	{
		$owner_data['categories']=explode(',',$owner_data['categories']);
	}

	require(HESK_PATH . 'inc/email_functions.inc.php');

	foreach ($_POST['id'] as $this_id)
	{
		if ( is_array($this_id) )
		{
			continue;
		}

		$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);

		$result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`={$this_id} LIMIT 1");
		if (hesk_dbNumRows($result) != 1)
		{
			continue;
		}
		$ticket = hesk_dbFetchAssoc($result);

		if ( $ticket['owner'] == $owner )
		{
			$end_message[] = sprintf($hesklang['assign_3'], $ticket['trackid'], $owner_data['name']);
			$i++;
			continue;
		}
		if ( $owner_data['isadmin'] || in_array($ticket['category'],$owner_data['categories']))
		{
			$revision = sprintf($hesklang['thist2'],hesk_date(),$owner_data['name'].' ('.$owner_data['user'].')',$_SESSION['name'].' ('.$_SESSION['user'].')');
			hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `owner`={$owner} , `assignedby`=".intval($_SESSION['id']).", `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`={$this_id} LIMIT 1");

			$end_message[] = sprintf($hesklang['assign_4'], $ticket['trackid'], $owner_data['name']);
			$num_assigned++;

			$ticket['owner'] = $owner;

            /* --> Prepare message */

            // 1. Generate the array with ticket info that can be used in emails
            $info = array(
            'email'			=> $ticket['email'],
            'category'		=> $ticket['category'],
            'priority'		=> $ticket['priority'],
            'owner'			=> $ticket['owner'],
            'trackid'		=> $ticket['trackid'],
            'status'		=> $ticket['status'],
            'name'			=> $ticket['name'],
            'subject'		=> $ticket['subject'],
            'message'		=> $ticket['message'],
            'attachments'	=> $ticket['attachments'],
            'dt'			=> hesk_date($ticket['dt'], true),
            'lastchange'	=> hesk_date($ticket['lastchange'], true),
            'id'			=> $ticket['id'],
            'time_worked'   => $ticket['time_worked'],
            'last_reply_by' => hesk_getReplierName($ticket),
            );

            // 2. Add custom fields to the array
            foreach ($hesk_settings['custom_fields'] as $k => $v)
            {
                $info[$k] = $v['use'] ? $ticket[$k] : '';
            }

            // 3. Make sure all values are properly formatted for email
            $ticket = hesk_ticketToPlain($info, 1, 0);

            /* Notify the new owner? */
            if ($ticket['owner'] != intval($_SESSION['id']))
            {
                hesk_notifyAssignedStaff(false, 'ticket_assigned_to_you');
            }
		}
		else
		{
        	$end_message[] = sprintf($hesklang['assign_5'], $ticket['trackid'], $owner_data['name']);
		}

		$i++;
	}

	hesk_process_messages(sprintf($hesklang['assign_log'], $num_assigned, ($i - $num_assigned), implode("\n", $end_message)),$referer,($num_assigned == 0) ? 'ERROR' : ($num_assigned < $i ? 'NOTICE' : 'SUCCESS'));
}

// Change priority
if ( array_key_exists($_POST['a'], $priorities) )
{
	// A security check
	hesk_token_check('POST');

	// Priority info
	$priority = $priorities[$_POST['a']];

	foreach ($_POST['id'] as $this_id)
	{
		if ( is_array($this_id) )
		{
			continue;
		}

		$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
		$result = hesk_dbQuery("SELECT `priority`, `category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`={$this_id} LIMIT 1");
		if (hesk_dbNumRows($result) != 1)
		{
			continue;
		}
		$ticket = hesk_dbFetchAssoc($result);

		if ($ticket['priority'] == $priority['value'])
		{
			continue;
		}

		hesk_okCategory($ticket['category']);

		$revision = sprintf($hesklang['thist8'],hesk_date(),$priority['formatted'],$_SESSION['name'].' ('.$_SESSION['user'].')');
		hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `priority`='{$priority['value']}', `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`={$this_id}");

		$i++;
	}

	hesk_process_messages($hesklang['pri_set_to'].' '.$priority['formatted'],$referer,'SUCCESS');
}
/* DELETE */
elseif ($_POST['a']=='delete')
{
    /* Check permissions for this feature */
	hesk_checkPermission('can_del_tickets');

	/* A security check */
	hesk_token_check('POST');

    foreach ($_POST['id'] as $this_id)
    {
    	if ( is_array($this_id) )
        {
        	continue;
        }

        $this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
        $result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
		if (hesk_dbNumRows($result) != 1)
		{
			continue;
		}
        $ticket = hesk_dbFetchAssoc($result);

        hesk_okCategory($ticket['category']);

        hesk_fullyDeleteTicket();
        $i++;
    }

    hesk_process_messages(sprintf($hesklang['num_tickets_deleted'],$i),$referer,'SUCCESS');
}
/* MERGE TICKETS */
elseif ($_POST['a']=='merge')
{
    /* Check permissions for this feature */
	hesk_checkPermission('can_merge_tickets');

	/* A security check */
	hesk_token_check('POST');

	/* Sort IDs, tickets will be merged to the lowest ID */
    sort($_POST['id'], SORT_NUMERIC);

    /* Select lowest ID as the target ticket */
    $merge_into = array_shift($_POST['id']);

	/* Merge tickets or throw an error */
	if ( hesk_mergeTickets( $_POST['id'] , $merge_into ) )
    {
		hesk_process_messages($hesklang['merged'],$referer,'SUCCESS');
    }
    else
    {
    	$hesklang['merge_err'] .= ' ' . $_SESSION['error'];
        hesk_cleanSessionVars($_SESSION['error']);
    	hesk_process_messages($hesklang['merge_err'],$referer);
    }
}
/* TAG/UNTAG TICKETS */
elseif ($_POST['a']=='tag' || $_POST['a']=='untag')
{
    /* Check permissions for this feature */
	hesk_checkPermission('can_add_archive');

	/* A security check */
	hesk_token_check('POST');

    if ($_POST['a']=='tag')
    {
    	$archived = 1;
        $action = $hesklang['num_tickets_tag'];
    }
    else
    {
		$archived = 0;
        $action = $hesklang['num_tickets_untag'];
    }

    foreach ($_POST['id'] as $this_id)
    {
    	if ( is_array($this_id) )
        {
        	continue;
        }

        $this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
        $result = hesk_dbQuery("SELECT `id`,`trackid`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
		if (hesk_dbNumRows($result) != 1)
		{
			continue;
		}
        $ticket = hesk_dbFetchAssoc($result);

        hesk_okCategory($ticket['category']);

        hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `archive`='$archived' WHERE `id`='".intval($this_id)."'");
        $i++;
    }

    hesk_process_messages(sprintf($action,$i),$referer,'SUCCESS');
}
/* EXPORT */
elseif ($_POST['a']=='export')
{
    /* Check permissions for this feature */
    hesk_checkPermission('can_export');

    /* A security check */
    hesk_token_check('POST');

    $ids_to_export = array();

    foreach ($_POST['id'] as $this_id)
    {
        if ( is_array($this_id) )
        {
            continue;
        }

        $ids_to_export[] = intval($this_id) or hesk_error($hesklang['id_not_valid']);
        $i++;
    }

    if ($i < 1)
    {
        hesk_process_messages($hesklang['no_selected'], $referer, 'NOTICE');
    }

    // Start SQL statement for selecting tickets
    $sql = "SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id` IN (".implode(',', $ids_to_export).") ";
    $sql .= " AND " . hesk_myCategories();
    $sql .= " AND " . hesk_myOwnership();

    require_once(HESK_PATH . 'inc/custom_fields.inc.php');
    require_once(HESK_PATH . 'inc/statuses.inc.php');
    require(HESK_PATH . 'inc/export_functions.inc.php');

    list($success_msg, $tickets_exported) = hesk_export_to_XML($sql, true);

    if ($tickets_exported > 0)
    {
        hesk_process_messages($success_msg,$referer,'SUCCESS');
    }
    else
    {
        hesk_process_messages($hesklang['n2ex'],$referer,'NOTICE');
    }
}
/* ANONYMIZE */
elseif ($_POST['a']=='anonymize')
{
    /* Check permissions for this feature */
    hesk_checkPermission('can_privacy');

    /* A security check */
    hesk_token_check('POST');

    require(HESK_PATH . 'inc/privacy_functions.inc.php');

    foreach ($_POST['id'] as $this_id)
    {
        if ( is_array($this_id) )
        {
            continue;
        }

        $this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
        $result = hesk_dbQuery("SELECT `id`,`trackid`,`name`,`category` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' AND ".hesk_myOwnership()." LIMIT 1");
        if (hesk_dbNumRows($result) != 1)
        {
            continue;
        }
        $ticket = hesk_dbFetchAssoc($result);

        hesk_okCategory($ticket['category']);

        hesk_anonymizeTicket(null, null, true);
        $i++;
    }

    hesk_process_messages(sprintf($hesklang['num_tickets_anon'],$i),$referer,'SUCCESS');
}
/* PRINT */
elseif ($_POST['a']=='print')
{
    /* Check permissions for this feature */
	hesk_checkPermission('can_view_tickets');

	/* A security check */
	hesk_token_check('POST');

    // Load custom fields
    require_once(HESK_PATH . 'inc/custom_fields.inc.php');

    // Load statuses
    require_once(HESK_PATH . 'inc/statuses.inc.php');

	// List of staff
	if (!isset($admins))
	{
		$admins = array();
		$res2 = hesk_dbQuery("SELECT `id`,`name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."users` ORDER BY `id` ASC");
		while ($row=hesk_dbFetchAssoc($res2))
		{
			$admins[$row['id']]=$row['name'];
		}
	}

	// List of categories
	$hesk_settings['categories'] = array();
	$res2 = hesk_dbQuery('SELECT `id`, `name` FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'categories` WHERE ' . hesk_myCategories('id') . ' ORDER BY `cat_order` ASC');
	while ($row=hesk_dbFetchAssoc($res2))
	{
		$hesk_settings['categories'][$row['id']] = $row['name'];
	}

    // Print page head
    header('Content-Type: text/html; charset=utf-8');
    ?>
    <!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
    <html>
    <head>
    <title><?php echo $hesk_settings['hesk_title']; ?></title>
    <meta http-equiv="Content-Type" content="text/html; charset=<?php echo $hesklang['ENCODING']; ?>">
    <style type="text/css">
    body, table, td, p
    {
        color : black;
        font-family : Verdana, Geneva, Arial, Helvetica, sans-serif;
        font-size : <?php echo $hesk_settings['print_font_size']; ?>px;
        word-wrap: break-word;
        word-break: break-word;
    }
    table
    {
    	border-collapse:collapse;
    }
    hr
    {
    	border: 0;
    	color: #9e9e9e;
    	background-color: #9e9e9e;
    	height: 1px;
    	width: 100%;
    	text-align: left;
    }
    </style>
    </head>
    <body onload="window.print()">
    <?php

    // Loop through ticket IDs and print them
    foreach ($_POST['id'] as $this_id)
    {
        if ( is_array($this_id) )
        {
            continue;
        }

        $this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);
        $result = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
        if (hesk_dbNumRows($result) != 1)
        {
            continue;
        }
        $ticket = hesk_dbFetchAssoc($result);

        // Check that we have proper permissions to view this ticket
        hesk_okCategory($ticket['category']);

        $can_view_ass_by     = hesk_checkPermission('can_view_ass_by', 0);
        $can_view_unassigned = hesk_checkPermission('can_view_unassigned',0);

        if ($ticket['owner'] && $ticket['owner'] != $_SESSION['id'] && ! hesk_checkPermission('can_view_ass_others',0))
        {
            // Maybe this user is allowed to view tickets he/she assigned?
            if ( ! $can_view_ass_by || $ticket['assignedby'] != $_SESSION['id'])
            {
                hesk_error($hesklang['ycvtao']);
            }
        }

        if (!$ticket['owner'] && ! $can_view_unassigned)
        {
            hesk_error($hesklang['ycovtay']);
        }

        // All good, continue...

        $category['name'] = isset($hesk_settings['categories'][$ticket['category']]) ? $hesk_settings['categories'][$ticket['category']] : $hesklang['catd'];

        // Get replies
        $res  = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='{$ticket['id']}' ORDER BY `id` ASC");
        $replies = hesk_dbNumRows($res);

        // Print ticket
        require(HESK_PATH . 'inc/print_template.inc.php');
		flush();
    }
    ?>
    </body>
    </html>
    <?php
    exit();
}
/* JUST CLOSE */
else
{
    /* Check permissions for this feature */
	hesk_checkPermission('can_view_tickets');
    hesk_checkPermission('can_resolve');

	/* A security check */
	hesk_token_check('POST');

	// Will we need ticket notifications?
	if ($hesk_settings['notify_closed'])
	{
		require(HESK_PATH . 'inc/email_functions.inc.php');
	}

    $revision = sprintf($hesklang['thist3'],hesk_date(),$_SESSION['name'].' ('.$_SESSION['user'].')');

	foreach ($_POST['id'] as $this_id)
	{
    	if ( is_array($this_id) )
        {
        	continue;
        }

		$this_id = intval($this_id) or hesk_error($hesklang['id_not_valid']);

        $result = hesk_dbQuery("SELECT " . ($hesk_settings['notify_closed'] ? '*' : '`category`') . " FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");
        $ticket = hesk_dbFetchAssoc($result);

        hesk_okCategory($ticket['category']);

		hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `status`='3', `closedat`=NOW(), `closedby`=".intval($_SESSION['id']).", `history`=CONCAT(`history`,'".hesk_dbEscape($revision)."') WHERE `id`='".intval($this_id)."'");
		$i++;

		// Notify customer of closed ticket?
		if ($hesk_settings['notify_closed'])
		{
			$ticket['dt'] = hesk_date($ticket['dt'], true);
			$ticket['lastchange'] = hesk_date($ticket['lastchange'], true);
			$ticket = hesk_ticketToPlain($ticket, 1, 0);
			hesk_notifyCustomer('ticket_closed');
		}
	}

    hesk_process_messages(sprintf($hesklang['num_tickets_closed'],$i),$referer,'SUCCESS');
}


/*** START FUNCTIONS ***/


function hesk_fullyDeleteTicket()
{
	global $hesk_settings, $hesklang, $ticket;

    /* Delete attachment files */
	$res = hesk_dbQuery("SELECT * FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` WHERE `ticket_id`='".hesk_dbEscape($ticket['trackid'])."'");
    if (hesk_dbNumRows($res))
    {
    	$hesk_settings['server_path'] = dirname(dirname(__FILE__));

    	while ($file = hesk_dbFetchAssoc($res))
        {
        	hesk_unlink($hesk_settings['server_path'].'/'.$hesk_settings['attach_dir'].'/'.$file['saved_name']);
        }
    }

    /* Delete attachments info from the database */
	hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."attachments` WHERE `ticket_id`='".hesk_dbEscape($ticket['trackid'])."'");

    /* Delete the ticket */
	hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($ticket['id'])."'");

    /* Delete replies to the ticket */
	hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto`='".intval($ticket['id'])."'");

    /* Delete ticket notes */
	hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."notes` WHERE `ticket`='".intval($ticket['id'])."'");

	/* Delete ticket reply drafts */
	hesk_dbQuery("DELETE FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."reply_drafts` WHERE `ticket`=".intval($ticket['id']));

    return true;
}
?>
