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osTicket Awesome for osTicket 1.17 (Revision 1) - Basic Ticket Search Fix

Stambro
Oct 8th, 2022
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  1. <?php
  2. /*************************************************************************
  3.     tickets.php
  4.  
  5.     Handles all tickets related actions.
  6.  
  7.     Peter Rotich <peter@osticket.com>
  8.     Copyright (c)  2006-2013 osTicket
  9.     http://www.osticket.com
  10.  
  11.     Released under the GNU General Public License WITHOUT ANY WARRANTY.
  12.     See LICENSE.TXT for details.
  13.  
  14.     vim: expandtab sw=4 ts=4 sts=4:
  15. **********************************************************************/
  16.  
  17. require('staff.inc.php');
  18. require_once(INCLUDE_DIR.'class.ticket.php');
  19. require_once(INCLUDE_DIR.'class.dept.php');
  20. require_once(INCLUDE_DIR.'class.filter.php');
  21. require_once(INCLUDE_DIR.'class.canned.php');
  22. require_once(INCLUDE_DIR.'class.json.php');
  23. require_once(INCLUDE_DIR.'class.dynamic_forms.php');
  24. require_once(INCLUDE_DIR.'class.export.php');       // For paper sizes
  25.  
  26.  
  27.  
  28. // Fetch ticket queues organized by root and sub-queues
  29. $queues = CustomQueue::getHierarchicalQueues($thisstaff);
  30.  
  31. $page='';
  32. $ticket = $user = null; //clean start.
  33. $redirect = false;
  34. //LOCKDOWN...See if the id provided is actually valid and if the user has access.
  35. if(isset($_REQUEST['id']) || isset($_REQUEST['number'])) {
  36.     if($_REQUEST['id'] && !($ticket=Ticket::lookup($_REQUEST['id'])))
  37.          $errors['err']=sprintf(__('%s: Unknown or invalid ID.'), __('ticket'));
  38.     elseif($_REQUEST['number'] && !($ticket=Ticket::lookup(array('number' => $_REQUEST['number']))))
  39.          $errors['err']=sprintf(__('%s: Unknown or invalid number.'), __('ticket'));
  40.      elseif(!$ticket->checkStaffPerm($thisstaff)) {
  41.          $errors['err']=__('Access denied. Contact admin if you believe this is in error');
  42.          $ticket=null; //Clear ticket obj.
  43.      }
  44. }
  45.  
  46. if (!$ticket) {
  47.     // Display a ticket queue. Decide the contents
  48.     $queue_id = null;
  49.  
  50.     // Search for user
  51.     if (isset($_REQUEST['uid']))
  52.         $user = User::lookup($_REQUEST['uid']);
  53.  
  54.     if (isset($_REQUEST['email']))
  55.         $user = User::lookupByEmail($_REQUEST['email']);
  56.  
  57.     if ($user
  58.             && $_GET['a'] !== 'open'
  59.     ) {
  60.         $criteria = [
  61.             ['user__emails__address', 'equal', $user->getDefaultEmailAddress()],
  62.             ['user_id', 'equal', $user->id],
  63.         ];
  64.         if ($S = $_GET['status'])
  65.             // The actual state is tracked by the key
  66.             $criteria[] = ['status__state', 'includes', [$S => $S]];
  67.         $_SESSION['advsearch']['uid'] = $criteria;
  68.         $queue_id = "adhoc,uid";
  69.     }
  70.     // Search for organization tickets
  71.     elseif (isset($_GET['orgid'])
  72.         && ($org = Organization::lookup($_GET['orgid']))
  73.     ) {
  74.         $criteria = [
  75.             ['user__org__name', 'equal', $org->name],
  76.             ['user__org_id', 'equal', $org->id],
  77.         ];
  78.         if ($S = $_GET['status'])
  79.             $criteria[] = ['status__state', 'includes', [$S => $S]];
  80.         $_SESSION['advsearch']['orgid'] = $criteria;
  81.         $queue_id = "adhoc,orgid";
  82.     }
  83.     // Basic search (click on 🔍 )
  84.     elseif (isset($_GET['a']) && $_GET['a'] === 'search'
  85.         && ($_GET['query'])
  86.     ) {
  87.         $wc = mb_str_wc($_GET['query']);
  88.         if ($wc < 4) {
  89.             $key = substr(md5($_GET['query']), -10);
  90.             $isEmail = Validator::is_email($_GET['query']);
  91.             if ($_GET['search-type'] == 'typeahead' || $isEmail) {
  92.                 // Use a faster index
  93.                 $criteria = ['user__emails__address', 'equal', $_GET['query']];
  94.             } else {
  95.                 $criteria = [':keywords', null, $_GET['query']];
  96.             }
  97.             $_SESSION['advsearch'][$key] = [$criteria];
  98.             $queue_id = "adhoc,{$key}";
  99.         } else {
  100.             $errors['err'] = sprintf(
  101.                     __('Search term cannot have more than %d keywords', 4));
  102.         }
  103.     }
  104.  
  105.     $queue_key = sprintf('::Q:%s', ObjectModel::OBJECT_TYPE_TICKET);
  106.     $queue_id = $queue_id ?: @$_GET['queue'] ?: $_SESSION[$queue_key]
  107.         ?? $thisstaff->getDefaultTicketQueueId() ?: $cfg->getDefaultTicketQueueId();
  108.  
  109.     // Recover advanced search, if requested
  110.     if (isset($_SESSION['advsearch'])
  111.         && strpos($queue_id, 'adhoc') === 0
  112.     ) {
  113.         list(,$key) = explode(',', $queue_id, 2);
  114.         // For queue=queue, use the most recent search
  115.         if (!$key) {
  116.             reset($_SESSION['advsearch']);
  117.             $key = key($_SESSION['advsearch']);
  118.         }
  119.  
  120.         $queue = AdhocSearch::load($key);
  121.     }
  122.  
  123.     if ((int) $queue_id && !isset($queue))
  124.         $queue = SavedQueue::lookup($queue_id);
  125.  
  126.     if (!$queue && ($qid=$cfg->getDefaultTicketQueueId()))
  127.         $queue = SavedQueue::lookup($qid);
  128.  
  129.     if (!$queue && $queues)
  130.         list($queue,) = $queues[0];
  131.  
  132.     if ($queue) {
  133.         // Set the queue_id for navigation to turn a top-level item bold
  134.         $_REQUEST['queue'] = $queue->getId();
  135.         // Make the current queue sticky
  136.          $_SESSION[$queue_key] = $queue->getId();
  137.     }
  138. }
  139.  
  140. // Configure form for file uploads
  141. $response_form = new SimpleForm(array(
  142.     'attachments' => new FileUploadField(array('id'=>'attach',
  143.         'name'=>'attach:response',
  144.         'configuration' => array('extensions'=>'')))
  145. ));
  146. $note_form = new SimpleForm(array(
  147.     'attachments' => new FileUploadField(array('id'=>'attach',
  148.         'name'=>'attach:note',
  149.         'configuration' => array('extensions'=>'')))
  150. ));
  151.  
  152. //At this stage we know the access status. we can process the post.
  153. if($_POST && !$errors):
  154.  
  155.     if($ticket && $ticket->getId()) {
  156.         //More coffee please.
  157.         $errors=array();
  158.         $lock = $ticket->getLock(); //Ticket lock if any
  159.         $role = $ticket->getRole($thisstaff);
  160.         $dept = $ticket->getDept();
  161.         $isManager = $dept->isManager($thisstaff); //Check if Agent is Manager
  162.         switch(strtolower($_POST['a'])):
  163.         case 'reply':
  164.             if (!$role || !$role->hasPerm(Ticket::PERM_REPLY)) {
  165.                 $errors['err'] = __('Action denied. Contact admin for access');
  166.             } else {
  167.                 $vars = $_POST;
  168.                 $vars['files'] = $response_form->getField('attachments')->getFiles();
  169.                 $vars['response'] = ThreadEntryBody::clean($vars['response']);
  170.                 if(!$vars['response'])
  171.                     $errors['response']=__('Response required');
  172.  
  173.                 if ($cfg->isTicketLockEnabled()) {
  174.                     if (!$lock) {
  175.                         $errors['err'] = sprintf('%s %s', __('This action requires a lock.'), __('Please try again!'));
  176.                     }
  177.                     // Use locks to avoid double replies
  178.                     elseif ($lock->getStaffId()!=$thisstaff->getId()) {
  179.                         $errors['err'] = __('Action Denied. Ticket is locked by someone else!');
  180.                     }
  181.                     // Attempt to renew the lock if possible
  182.                     elseif (($lock->isExpired() && !$lock->renew())
  183.                         ||($lock->getCode() != $_POST['lockCode'])
  184.                     ) {
  185.                         $errors['err'] = sprintf('%s %s', __('Your lock has expired.'), __('Please try again!'));
  186.                     }
  187.                 }
  188.  
  189.                 //Make sure the email is not banned
  190.                 if(!$errors['err'] && Banlist::isBanned($ticket->getEmail()))
  191.                     $errors['err']=__('Email is in banlist. Must be removed to reply.');
  192.             }
  193.  
  194.             $alert =  strcasecmp('none', $_POST['reply-to']);
  195.             if (!$errors) {
  196.                 // Add new collaborators (if any)
  197.                 $_errors = array();
  198.                 if (isset($vars['ccs']) && count($vars['ccs']))
  199.                     $ticket->addCollaborators($vars['ccs'], array(), $_errors);
  200.                 // set status of collaborators
  201.                 if ($collabs = $ticket->getCollaborators()) {
  202.                     foreach ($collabs as $collaborator) {
  203.                         $cid = $collaborator->getUserId();
  204.                         // Enable collaborators if they were reselected
  205.                         if (!$collaborator->isActive() && ($vars['ccs'] && in_array($cid, $vars['ccs'])))
  206.                             $collaborator->setFlag(Collaborator::FLAG_ACTIVE, true);
  207.                         // Disable collaborators if they were unchecked
  208.                         elseif ($collaborator->isActive() && (!$vars['ccs'] || !in_array($cid, $vars['ccs'])))
  209.                             $collaborator->setFlag(Collaborator::FLAG_ACTIVE, false);
  210.                         $collaborator->save();
  211.                     }
  212.                 }
  213.             }
  214.             if (!$errors && ($response=$ticket->postReply($vars, $errors,
  215.                             $alert))) {
  216.                 $msg = sprintf(__('%s: Reply posted successfully'),
  217.                         sprintf(__('Ticket #%s'),
  218.                             sprintf('<a href="tickets.php?id=%d"><b>%s</b></a>',
  219.                                 $ticket->getId(), $ticket->getNumber()))
  220.                         );
  221.  
  222.                 // Clear attachment list
  223.                 $response_form->setSource(array());
  224.                 $response_form->getField('attachments')->reset();
  225.  
  226.                 // Remove staff's locks
  227.                 $ticket->releaseLock($thisstaff->getId());
  228.  
  229.                 // Cleanup response draft for this user
  230.                 Draft::deleteForNamespace(
  231.                     'ticket.response.' . $ticket->getId(),
  232.                     $thisstaff->getId());
  233.  
  234.                 if ($ticket->isClosed())
  235.                     $ticket = null;
  236.  
  237.                 $redirect = 'tickets.php';
  238.                 if ($ticket && $thisstaff->getReplyRedirect() == 'Ticket')
  239.                     $redirect = 'tickets.php?id='.$ticket->getId();
  240.  
  241.             } elseif (!$errors['err']) {
  242.                 $errors['err']=sprintf('%s %s',
  243.                     __('Unable to post the reply.'),
  244.                     __('Correct any errors below and try again.'));
  245.             }
  246.             break;
  247.         case 'postnote': /* Post Internal Note */
  248.             $vars = $_POST;
  249.             $vars['files'] = $note_form->getField('attachments')->getFiles();
  250.             $vars['note'] = ThreadEntryBody::clean($vars['note']);
  251.  
  252.             if ($cfg->isTicketLockEnabled()) {
  253.                 if (!$lock) {
  254.                     $errors['err'] = sprintf('%s %s', __('This action requires a lock.'), __('Please try again!'));
  255.                 }
  256.                 // Use locks to avoid double replies
  257.                 elseif ($lock->getStaffId()!=$thisstaff->getId()) {
  258.                     $errors['err'] = __('Action Denied. Ticket is locked by someone else!');
  259.                 }
  260.                 elseif ($lock->getCode() != $_POST['lockCode']) {
  261.                     $errors['err'] = sprintf('%s %s', __('Your lock has expired.'), __('Please try again!'));
  262.                 }
  263.             }
  264.  
  265.             $wasOpen = ($ticket->isOpen());
  266.             if(($note=$ticket->postNote($vars, $errors, $thisstaff))) {
  267.  
  268.                 $msg = sprintf(__('%s: %s posted successfully'),
  269.                         sprintf(__('Ticket #%s'),
  270.                             sprintf('<a href="tickets.php?id=%d"><b>%s</b></a>',
  271.                                 $ticket->getId(), $ticket->getNumber())),
  272.                         __('Internal note')
  273.                         );
  274.                 // Clear attachment list
  275.                 $note_form->setSource(array());
  276.                 $note_form->getField('attachments')->reset();
  277.  
  278.                 // Remove staff's locks
  279.                 $ticket->releaseLock($thisstaff->getId());
  280.  
  281.                 if($wasOpen && $ticket->isClosed())
  282.                     $ticket = null; //Going back to main listing.
  283.                 else
  284.                     // Ticket is still open -- clear draft for the note
  285.                     Draft::deleteForNamespace('ticket.note.'.$ticket->getId(),
  286.                         $thisstaff->getId());
  287.  
  288.                  $redirect = 'tickets.php';
  289.                  if ($ticket)
  290.                      $redirect ='tickets.php?id='.$ticket->getId();
  291.  
  292.             } else {
  293.  
  294.                 if(!$errors['err'])
  295.                     $errors['err'] = __('Unable to post internal note - missing or invalid data.');
  296.  
  297.                 $errors['postnote'] = sprintf('%s %s',
  298.                     __('Unable to post the note.'),
  299.                     __('Correct any errors below and try again.'));
  300.             }
  301.             break;
  302.         case 'edit':
  303.         case 'update':
  304.             if(!$ticket || !$role->hasPerm(Ticket::PERM_EDIT))
  305.                 $errors['err']=__('Permission Denied. You are not allowed to edit tickets');
  306.             elseif($ticket->update($_POST,$errors)) {
  307.                 $msg=__('Ticket updated successfully');
  308.                 $redirect = 'tickets.php?id='.$ticket->getId();
  309.                 $_REQUEST['a'] = null; //Clear edit action - going back to view.
  310.                 //Check to make sure the staff STILL has access post-update (e.g dept change).
  311.                 if(!$ticket->checkStaffPerm($thisstaff))
  312.                     $ticket=null;
  313.             } elseif(!$errors['err']) {
  314.                 $errors['err']=sprintf('%s %s',
  315.                     sprintf(__('Unable to update %s.'), __('this ticket')),
  316.                     __('Correct any errors below and try again.')
  317.                 );
  318.             }
  319.             break;
  320.         case 'process':
  321.             switch(strtolower($_POST['do'])):
  322.                 case 'claim':
  323.                     if(!$role->hasPerm(Ticket::PERM_EDIT)) {
  324.                         $errors['err'] = __('Permission Denied. You are not allowed to assign/claim tickets.');
  325.                     } elseif(!$ticket->isOpen()) {
  326.                         $errors['err'] = __('Only open tickets can be assigned');
  327.                     } elseif($ticket->isAssigned()) {
  328.                         $errors['err'] = sprintf(__('Ticket is already assigned to %s'),$ticket->getAssigned());
  329.                     } elseif ($ticket->claim()) {
  330.                         $msg = __('Ticket is now assigned to you!');
  331.                     } else {
  332.                         $errors['err'] = sprintf('%s %s', __('Problems assigning the ticket.'), __('Please try again!'));
  333.                     }
  334.                     break;
  335.                 case 'overdue':
  336.                     if(!$dept || !$isManager) {
  337.                         $errors['err']=__('Permission Denied. You are not allowed to flag tickets overdue');
  338.                     } elseif($ticket->markOverdue()) {
  339.                         $msg=sprintf(__('Ticket flagged as overdue by %s'),$thisstaff->getName());
  340.                         $ticket->logActivity(__('Ticket Marked Overdue'),$msg);
  341.                     } else {
  342.                         $errors['err']=sprintf('%s %s', __('Problems marking the the ticket overdue.'), __('Please try again!'));
  343.                     }
  344.                     break;
  345.                 case 'banemail':
  346.                     if (!$thisstaff->hasPerm(Email::PERM_BANLIST)) {
  347.                         $errors['err']=__('Permission Denied. You are not allowed to ban emails');
  348.                     } elseif(BanList::includes($ticket->getEmail())) {
  349.                         $errors['err']=__('Email already in banlist');
  350.                     } elseif(Banlist::add($ticket->getEmail(),$thisstaff->getName())) {
  351.                         $msg=sprintf(__('Email %s added to banlist'),$ticket->getEmail());
  352.                     } else {
  353.                         $errors['err']=__('Unable to add the email to banlist');
  354.                     }
  355.                     break;
  356.                 case 'unbanemail':
  357.                     if (!$thisstaff->hasPerm(Email::PERM_BANLIST)) {
  358.                         $errors['err'] = __('Permission Denied. You are not allowed to remove emails from banlist.');
  359.                     } elseif(Banlist::remove($ticket->getEmail())) {
  360.                         $msg = __('Email removed from banlist');
  361.                     } elseif(!BanList::includes($ticket->getEmail())) {
  362.                         $warn = __('Email is not in the banlist');
  363.                     } else {
  364.                         $errors['err']=sprintf('%s %s', __('Unable to remove the email from banlist.'), __('Please try again!'));
  365.                     }
  366.                     break;
  367.                 case 'changeuser':
  368.                     if (!$role->hasPerm(Ticket::PERM_EDIT)) {
  369.                         $errors['err']=__('Permission Denied. You are not allowed to edit tickets');
  370.                     } elseif (!$_POST['user_id'] || !($user=User::lookup($_POST['user_id']))) {
  371.                         $errors['err'] = __('Unknown user selected');
  372.                     } elseif ($ticket->changeOwner($user)) {
  373.                         $msg = sprintf(__('Ticket ownership changed to %s'),
  374.                             Format::htmlchars($user->getName()));
  375.                     } else {
  376.                         $errors['err'] = sprintf('%s %s', __('Unable to change ticket ownership.'), __('Please try again!'));
  377.                     }
  378.                     break;
  379.                 case 'addcc':
  380.                     if (!$role->hasPerm(Ticket::PERM_EDIT)) {
  381.                         $errors['err']=__('Permission Denied. You are not allowed to add collaborators');
  382.                     } elseif (!$_POST['user_id'] || !($user=User::lookup($_POST['user_id']))) {
  383.                         $errors['err'] = __('Unknown user selected');
  384.                   } elseif ($c2 = $ticket->addCollaborator($user, array(), $errors)) {
  385.                         $c2->setFlag(Collaborator::FLAG_CC, true);
  386.                         $c2->save();
  387.                         $msg = sprintf(__('Collaborator %s added'),
  388.                             Format::htmlchars($user->getName()));
  389.                     }
  390.                     else {
  391.                       $errors['err'] = sprintf('%s %s', __('Unable to add collaborator.'), __('Please try again!'));
  392.                     }
  393.                     break;
  394.                 default:
  395.                     $errors['err']=__('You must select action to perform');
  396.             endswitch;
  397.             break;
  398.         default:
  399.             $errors['err']=__('Unknown action');
  400.         endswitch;
  401.     }elseif($_POST['a']) {
  402.  
  403.         switch($_POST['a']) {
  404.             case 'open':
  405.                 $ticket=null;
  406.                 if (!$thisstaff ||
  407.                         !$thisstaff->hasPerm(Ticket::PERM_CREATE, false)) {
  408.                      $errors['err'] = sprintf('%s %s',
  409.                              sprintf(__('You do not have permission %s'),
  410.                                  __('to create tickets')),
  411.                              __('Contact admin for such access'));
  412.                 } else {
  413.                     $vars = $_POST;
  414.  
  415.                     if ($vars['uid'] && !($user=User::lookup($vars['uid'])))
  416.                         $vars['uid'] = 0;
  417.  
  418.                     $vars['files'] = $response_form->getField('attachments')->getFiles();
  419.  
  420.                     if(($ticket=Ticket::open($vars, $errors))) {
  421.                         $msg=__('Ticket created successfully');
  422.                         $redirect = 'tickets.php?id='.$ticket->getId();
  423.                         $_REQUEST['a']=null;
  424.                         if (!$ticket->checkStaffPerm($thisstaff) || $ticket->isClosed())
  425.                             $ticket=null;
  426.                         Draft::deleteForNamespace('ticket.staff%', $thisstaff->getId());
  427.                         // Drop files from the response attachments widget
  428.                         $response_form->setSource(array());
  429.                         $response_form->getField('attachments')->reset();
  430.                         $_SESSION[':form-data'] = null;
  431.                         // Regenerate Session ID
  432.                         $thisstaff->regenerateSession();
  433.                     } elseif(!$errors['err']) {
  434.                         // ensure that we retain the tid if ticket is created from thread
  435.                         if ($_SESSION[':form-data']['ticketId'] || $_SESSION[':form-data']['taskId'])
  436.                             $_GET['tid'] = $_SESSION[':form-data']['ticketId'] ?: $_SESSION[':form-data']['taskId'];
  437.  
  438.                         $errors['err']=sprintf('%s %s',
  439.                             __('Unable to create the ticket.'),
  440.                             __('Correct any errors below and try again.'));
  441.                     }
  442.                 }
  443.                 break;
  444.         }
  445.     }
  446.     if(!$errors)
  447.         $thisstaff ->resetStats(); //We'll need to reflect any changes just made!
  448. endif;
  449.  
  450. if ($redirect) {
  451.     if ($msg)
  452.         Messages::success($msg);
  453.     Http::redirect($redirect);
  454. }
  455.  
  456. // Clear advanced search upon request
  457. if (isset($_GET['clear_filter']))
  458.     unset($_SESSION['advsearch']);
  459.  
  460. //Navigation
  461. $nav->setTabActive('tickets');
  462. $nav->addSubNavInfo('jb-overflowmenu', 'customQ_nav');
  463.  
  464. // Start with all the top-level (container) queues
  465. foreach ($queues as $_) {
  466.     list($q, $children) = $_;
  467.     if ($q->isPrivate())
  468.         continue;
  469.     $nav->addSubMenu(function() use ($q, $queue, $children) {
  470.         // A queue is selected if it is the one being displayed. It is
  471.         // "child" selected if its ID is in the path of the one selected
  472.         $_selected = ($queue && $queue->getId() == $q->getId());
  473.         $child_selected = $queue
  474.             && ($queue->parent_id == $q->getId()
  475.                 || false !== strpos($queue->getPath(), "/{$q->getId()}/"));
  476.         include STAFFINC_DIR . 'templates/queue-navigation.tmpl.php';
  477.  
  478.         return ($child_selected || $_selected);
  479.     });
  480. }
  481.  
  482. // Add my advanced searches
  483. $nav->addSubMenu(function() use ($queue) {
  484.     global $thisstaff;
  485.     $selected = false;
  486.     // A queue is selected if it is the one being displayed. It is
  487.     // "child" selected if its ID is in the path of the one selected
  488.     $child_selected = $queue instanceof SavedSearch;
  489.     include STAFFINC_DIR . 'templates/queue-savedsearches-nav.tmpl.php';
  490.     return ($child_selected || $selected);
  491. });
  492.  
  493.  
  494. if ($thisstaff->hasPerm(Ticket::PERM_CREATE, false)) {
  495.     $nav->addSubMenu(array('desc'=>__('New Ticket'),
  496.                            'title'=> __('Open a New Ticket'),
  497.                            'href'=>'tickets.php?a=open',
  498.                            'iconclass'=>'newTicket',
  499.                            'id' => 'new-ticket'),
  500.                         (isset($_REQUEST['a']) && $_REQUEST['a']=='open'));
  501. }
  502.  
  503.  
  504. $ost->addExtraHeader('<script type="text/javascript" src="js/ticket.js?1d8b790"></script>');
  505. $ost->addExtraHeader('<script type="text/javascript" src="js/thread.js?1d8b790"></script>');
  506. $ost->addExtraHeader('<meta name="tip-namespace" content="tickets.queue" />',
  507.     "$('#content').data('tipNamespace', 'tickets.queue');");
  508.  
  509. if($ticket) {
  510.     $ost->setPageTitle(sprintf(__('Ticket #%s'),$ticket->getNumber()));
  511.     $nav->setActiveSubMenu(-1);
  512.     $inc = 'ticket-view.inc.php';
  513.     if ($_REQUEST['a']=='edit'
  514.             && $ticket->checkStaffPerm($thisstaff, Ticket::PERM_EDIT)) {
  515.         $inc = 'ticket-edit.inc.php';
  516.         if (!$forms) $forms=DynamicFormEntry::forTicket($ticket->getId());
  517.         // Auto add new fields to the entries
  518.         foreach ($forms as $f) {
  519.             $f->filterFields(function($f) { return !$f->isStorable(); });
  520.             $f->addMissingFields();
  521.         }
  522.     } elseif($_REQUEST['a'] == 'print') {
  523.         if (!extension_loaded('mbstring'))
  524.             $errors['err'] = sprintf('%s %s',
  525.                 'mbstring',
  526.                 __('extension required to print ticket to PDF'));
  527.         elseif (!$ticket->pdfExport($_REQUEST['psize'], $_REQUEST['notes'], $_REQUEST['events']))
  528.             $errors['err'] = __('Unable to export the ticket to PDF for print.')
  529.                 .' '.__('Internal error occurred');
  530.     } elseif ($_GET['a'] == 'zip' && !$ticket->zipExport($_REQUEST['notes'], $_REQUEST['tasks'])) {
  531.         $errors['err'] = __('Unable to export the ticket to ZIP.')
  532.             .' '.__('Internal error occurred');
  533.     } elseif (PluginManager::auditPlugin() && $_REQUEST['a'] == 'export' && strtolower($_REQUEST['t']) == 'audits') {
  534.       require_once(sprintf('phar:///%s/plugins/audit.phar/class.audit.php', INCLUDE_DIR));
  535.       $show = AuditEntry::$show_view_audits;
  536.       $filename = sprintf('%s-audits-%s.csv',
  537.               $ticket->getNumber(), strftime('%Y%m%d'));
  538.       $tableInfo = AuditEntry::getTableInfo($ticket, true);
  539.       if (!Export::audits('ticket', $filename, $tableInfo, $ticket, 'csv', $show))
  540.           $errors['err'] = __('Unable to dump query results.')
  541.               .' '.__('Internal error occurred');
  542.     }
  543. } else {
  544.     $inc = 'templates/queue-tickets.tmpl.php';
  545.     if ((isset($_REQUEST['a']) && $_REQUEST['a']=='open') &&
  546.             $thisstaff->hasPerm(Ticket::PERM_CREATE, false)) {
  547.         $inc = 'ticket-open.inc.php';
  548.     } elseif ($queue) {
  549.         // XXX: Check staff access?
  550.         $quick_filter = @$_REQUEST['filter'];
  551.         $tickets = $queue->getQuery(false, $quick_filter);
  552.     }
  553.  
  554.     //set refresh rate if the user has it configured
  555.     if(!$_POST && !isset($_REQUEST['a']) && ($min=(int)$thisstaff->getRefreshRate())) {
  556.         $js = "+function(){ var qq = setInterval(function() { if ($.refreshTicketView === undefined) return; clearInterval(qq); $.refreshTicketView({$min}*60000); }, 200); }();";
  557.         $ost->addExtraHeader('<script type="text/javascript">'.$js.'</script>',
  558.             $js);
  559.     }
  560. }
  561.  
  562. require_once(STAFFINC_DIR.'header.inc.php');
  563. require_once(STAFFINC_DIR.$inc);
  564. print $response_form->getMedia();
  565. require_once(STAFFINC_DIR.'footer.inc.php');
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