Helpdesk.php:
<?php
// helpdesk.php - PHProjekt Version 5.0
// copyright © 2000-2005 Albrecht Guenther ag <at> phprojekt <dot> com
// www.phprojekt.com
// Author: Albrecht Guenther, $Author: nina $
// $Id: helpdesk.php, v 1.26.2.1 2005/08/20 08:34:22 nina Exp $
$module = 'helpdesk';
$contextmenu = 1;
$path_pre = '../';
$include_path = $path_pre.'lib/lib.inc.php';
include_once($include_path);
helpdesk_init();
$_SESSION['common']['module'] = 'helpdesk';
// check whether there is a general rts mail in the config. if not, assign give the email of the user
if (!PHPR_RTS_MAIL) $rts_mail = $user_email;
else $rts_mail = PHPR_RTS_MAIL;
// access: = = n/a, 1 = internal, 2 = open. only solved requests with access = 2 are in the knowledge base
$access = array( '0' => __('internal'), '2' => __('open') );
// database cols according to user role
$recipient_column = '9'; // to whom the ticket is assigned to
$author_column = '21'; // who has checked in this ticket
// helpdesk states
// field status: 0 = optional, 1 = mandatory, 2 = remove from workflow
$helpdesk_states = array(
array('mandatory' => 0, 'key' => '1', 'label' => __('unconfirmed')),
array('mandatory' => 0, 'key' => '2', 'label' => __('new')),
array('mandatory' => 1, 'key' => '3', 'label' => __('assigned')),
array('mandatory' => 0, 'key' => '4', 'label' => __('reopened')),
array('mandatory' => 0, 'key' => '5', 'label' => __('solved')), /* this state is a must state -> after reaching this state customers will be notified */
array('mandatory' => 0, 'key' => '6', 'label' => __('verified')),
array('mandatory' => 1, 'key' => '7', 'label' => __('closed'))
);
$status_arr = array();
$hd_i = 1;
foreach($helpdesk_states as $hd_state) {
$status_arr[$hd_i] = array ($hd_state['key'], array($recipient_column, $author_column), $hd_state['mandatory'], $hd_state['label']);
$hd_i++;
}
require_once($path_pre.'lib/dbman_lib.inc.php');
if (!$mode) $mode = "view";
else $mode = xss($mode);
$ID = (int) $ID;
$fields = build_array('helpdesk', $ID, $mode);
$output = '';
echo set_page_header();
include_once($path_pre.'lib/navigation.inc.php');
echo '<div class="outer_content">';
echo "<div class='content'>";
include_once('./helpdesk_'.$mode.'.php');
echo '</div>';
echo '</div>';
echo "\n</body>\n</html>\n";
/**
* initialize the helpdesk stuff and make some security checks
*
* @return void
*/
function helpdesk_init() {
global $ID, $mode, $output;
$output = '';
$ID = $_REQUEST['ID'] = (int) $_REQUEST['ID'];
if (!isset($_REQUEST['mode']) || !in_array($_REQUEST['mode'], array('view', 'forms', 'data'))) {
$_REQUEST['mode'] = 'view';
}
$mode = $_REQUEST['mode'];
}
?>
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