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   1  <?php
   2  
   3  // helpdesk_data.php - PHProjekt Version 5.0

   4  // copyright  ©  2000-2005 Albrecht Guenther  ag@phprojekt.com

   5  // www.phprojekt.com

   6  // Author: Albrecht Guenther, $Author: fgraf $

   7  // $Id: helpdesk_data.php,v 1.23.2.2 2005/09/07 09:19:18 fgraf Exp $

   8  
   9  // check whether the lib has been included - authentication!

  10  if (!defined("lib_included")) { die("Please use index.php!"); }
  11  
  12  // check role

  13  if (check_role("helpdesk") < 2) { die("You are not allowed to do this!"); }
  14  
  15  use_mail('1');
  16  
  17  // fetch permission routine

  18  include_once("$lib_path/permission.inc.php");
  19  $include_path3 = $path_pre."lib/access.inc.php";
  20  include_once $include_path3;
  21  $acc_read = assign_acc($acc_read, 'helpdesk');
  22  
  23  // delete request

  24  if ($delete_b) {
  25    if ($ID > 0) manage_delete_records($ID,$module);
  26    elseif( $ID_s <> '') manage_delete_records($ID_s,$module);
  27  }
  28  
  29  
  30  // delete a file attached to a record

  31  elseif ($delete_file) {delete_attached_file($file_field_name, $ID, 'helpdesk'); }
  32  
  33  // insert new request

  34  elseif  (!$ID && isset($_REQUEST['name'])) {
  35    if ($acc_write <> '') { $acc_write = 'w'; }
  36    sqlstrings_create();
  37    $status = $helpdesk_states[0]['key'];
  38    $result = db_query(xss("insert into ".DB_PREFIX."rts
  39             (ID,        gruppe,        parent,  von,       acc,  acc_read,   acc_write ,status,   ".$sql_fieldstring." )
  40      values ($dbIDnull,'$user_group','$parent','$user_ID','$acc','$acc_read','$acc_write','$status',      ".$sql_valuestring.")")) or db_die();
  41  }
  42  
  43  // update request

  44  elseif ($ID > 0 && isset($_REQUEST['name'])) {
  45    // check permission

  46    $result = db_query("select ID, assigned, acc_write, von, status
  47                          from ".DB_PREFIX."rts
  48                         where ID = '$ID' and
  49                               (acc_read like 'system' or ((von = '$user_ID' or assigned = '$user_ID' or acc_read like 'group' or acc_read like '%\"$user_kurz\"%') and $sql_user_group))") or db_die();
  50    $row = db_fetch_row($result);
  51    if (!$row[0] or ($row[1] <> $user_ID and $row[3] <> $user_ID and $row[2] <> 'w')) { die("You are not allowed to do this"); }
  52  
  53    // check whether this record is assigned to this user - if yes, allow him to change the permission status

  54    // otherwise don't change this field

  55    if ($row[1] == $user_ID ) {
  56      $accessstring = "acc_read = '$acc_read',";
  57      if ($acc_write <> '') $accesswritestring = "acc_write = 'w',";
  58      else $accesswritestring = "acc_write = '',";
  59    }
  60    else {
  61      $accessstring = '';
  62      $accesswritestring = '';
  63    }
  64    // end check permission

  65  
  66    //keep history

  67    if (PHPR_HISTORY_LOG) {
  68      sqlstrings_create();
  69      history_keep('rts','acc_read,acc_write,'.$sql_fieldstring,$ID);
  70    }
  71    //These options aren't available anymore!

  72    /**

  73    if ($action == 'solve') { $rts_normal ? $status = 2 : $status = 4; }

  74    if ($action == 'stall') $status = 20;

  75    if ($action == 'moveto') $status = 21;

  76    */    
  77    // include the library from lib

  78    include_once("$lib_path/email_notification.inc.php");
  79    $change_user= slookup('users','nachname,vorname','ID',$user_ID);
  80  
  81    // notify if the assigned user has been changed

  82    if ($assigned <> $row[1]) { email_notification('rts', $acc_read,$change_user." ".__("has reassigned the following request").": ".$name, $add_mail); }
  83  
  84    // notify if the status has been changed

  85    if ($status <> $row[4]) { email_notification('rts', $acc_read, $name.": ".__("Ticket status changed")."(".$helpdesk_states[$status-1]["label"].")", $add_mail); }
  86     //isn't needed!

  87    //$status = $helpdesk_states[$status-1]['key'];

  88  
  89    $sql_string = sqlstrings_modify();
  90    // update record in db

  91    $result = db_query(xss("update ".DB_PREFIX."rts
  92                           set $sql_string
  93                               $accessstring
  94                               $accesswritestring
  95                               parent = '$parent',
  96                               status = '$status',
  97                               acc = '$acc'    
  98                         where ID = '$ID'")) or db_die();
  99    // ********

 100    // solve request, mail to customer, set access

 101    if(($status=='solved' or $status==5)&&$status <> $row[4]){
 102    //if ($action == 'solve') {

 103      $result = db_query(xss("update ".DB_PREFIX."rts
 104                              set solved = '$user_ID',
 105                                  solve_time = '$dbTSnull'
 106                              where ID = '$ID'")) or db_die();
 107  
 108      // fetch original question

 109      $result = db_query("select name, note
 110                            from ".DB_PREFIX."rts
 111                           where ID = '$ID'") or db_die();
 112      $row = db_fetch_row($result);
 113  
 114      // body of the mail consists of: "has been answered by NN, question: xyz, answer: xyz ...

 115      $body = __('Your request was solved by')." $user_firstname $user_name\n ".__('Request').": $row[0]\n $row[1]\n ".__('Solution').": $solution";
 116      // fetch mail adress

 117  
 118      if (PHPR_RTS_CUST_ACC and PHPR_CONTACTS) {
 119        $result2 = db_query("select email
 120                               from ".DB_PREFIX."contacts
 121                              where ID = '$row[0]'") or db_die();
 122        $row2 = db_fetch_row($result2);
 123        $cust_mail = $row2[0];
 124      }
 125      if(empty($cust_mail)) {
 126        $result = db_query("select contact, email
 127                              from ".DB_PREFIX."rts
 128                             where ID = '$ID'") or db_die();
 129        $row = db_fetch_row($result);
 130        $cust_mail = $row[1];
 131      }
 132      // mail to the customer with the solution

 133      $success = $mail->go($cust_mail, __('Answer to your request Nr.')." $ID", $body, $user_email);
 134      // confirmation screen for the author

 135      message_stack_in(__('Your solution was mailed to the customer and taken into the database'),"helpdesk","notice");
 136    }
 137  
 138    // ********

 139    // move request

 140    elseif ($action == 'moveto') {
 141      $result = db_query("select ID, name, note, remark
 142                            from ".DB_PREFIX."rts
 143                           where ID = '$ID'") or db_die();
 144      $row = db_fetch_row($result);
 145      $result2 = db_query("select ID, name, note, remark
 146                             from ".DB_PREFIX."rts
 147                            where ID = '$moveto'") or db_die();
 148      $row2 = db_fetch_row($result2);
 149      $name = quote_runtime($row2[1]."\n+ Nr. $row[0]:\n ".$row[1]);
 150      $note = quote_runtime($row2[2]."\n+ Nr. $row[0]:\n ".$row[2]);
 151      $remark = quote_runtime($row2[3]."\n+ Nr. $row[0]:\n ".$row[3]);
 152      // update new record

 153      $result = db_query(xss("update ".DB_PREFIX."rts
 154                             set remark = '$remark',
 155                                 note='$note',
 156                                 name = '$name'
 157                           where ID = '$moveto'")) or db_die();
 158      // put a remark into the old record that it has moved

 159      $result = db_query(xss("update ".DB_PREFIX."rts
 160                             set remark = 'moved to $moveto'
 161                           where ID = '$ID'")) or db_die();
 162    }
 163  }
 164  
 165  // show the helpdesk list :-)

 166  $fields = build_array('helpdesk', $ID, 'view');
 167  include_once ("./helpdesk_view.php");
 168  
 169  function delete_record($ID) {
 170    global $fields, $user_ID;
 171      // check permission

 172    $result = db_query("select assigned, acc_write,ID,von
 173                          from ".DB_PREFIX."rts
 174                         where ID = '$ID'") or db_die();
 175    $row = db_fetch_row($result);
 176    if ($row[2] == 0) { die("no entry found."); }
 177    if ($row[0] <> $user_ID and !$row[1] and (!(($row[0]==0 or $row[0]=='')and $row[3]==$user_ID ))) { die("You are not privileged to do this!"); }
 178  
 179    // delete all files associated with this record

 180    foreach($fields as $field_name => $field) {
 181      if ($field['form_type'] == 'upload' ) {
 182        $sql_value = upload_file_delete($field_name, $ID, 'helpdesk');
 183      }
 184    }
 185    // delete record in db

 186    $result = db_query("delete from ".DB_PREFIX."rts
 187                         where ID = '$ID'") or db_die();
 188    // delete corresponding entry from db_record

 189    $result = db_query("delete from ".DB_PREFIX."db_records
 190                              where t_record = '$ID' and t_module = 'rts'") or db_die();
 191  
 192    // delete history for this db entry

 193    if (PHPR_HISTORY_LOG) { history_delete('rts',$ID); }
 194  }
 195  
 196  ?>
 197  
 198  </body>
 199  </html>