<?php
/*************************************************************************
    tickets.php

    Handles all tickets related actions.

    Peter Rotich <peter@osticket.com>
    Copyright (c)  2006-2013 osTicket
    http://www.osticket.com

    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.

    vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/

require('staff.inc.php');
require_once(INCLUDE_DIR.'class.ticket.php');
require_once(INCLUDE_DIR.'class.dept.php');
require_once(INCLUDE_DIR.'class.filter.php');
require_once(INCLUDE_DIR.'class.canned.php');
require_once(INCLUDE_DIR.'class.json.php');
require_once(INCLUDE_DIR.'class.dynamic_forms.php');


$page='';
$ticket = $user = null; //clean start.
//LOCKDOWN...See if the id provided is actually valid and if the user has access.
if($_REQUEST['id']) {
    if(!($ticket=Ticket::lookup($_REQUEST['id'])))
         $errors['err']=sprintf($txt['scp']['sences']['unknownOrInvalidItem'].'.', sprintf($txt['scp']['sences']['itemID'], $txt['ticket']['ticket']));
    elseif(!$ticket->checkStaffAccess($thisstaff)) {
        $errors['err']=$txt['general']['accessDenied'].'. '.$txt['general']['contactAdmin'].'.';
        $ticket=null; //Clear ticket obj.
    }
}

//Lookup user if id is available.
if ($_REQUEST['uid'])
    $user = User::lookup($_REQUEST['uid']);

//At this stage we know the access status. we can process the post.
if($_POST && !$errors):

    if($ticket && $ticket->getId()) {
        //More coffee please.
        $errors=array();
        $lock=$ticket->getLock(); //Ticket lock if any
        $statusKeys=array('open'=>'Open','Reopen'=>'Open','Close'=>'Closed');
        switch(strtolower($_POST['a'])):
        case 'reply':
            if(!$thisstaff->canPostReply())
                $errors['err'] = $txt['general']['actionDenied'].'. '.$txt['general']['contactAdmin'].'.';
            else {

                if(!$_POST['response'])
                    $errors['response']=$txt['scp']['tickets'][3];
                //Use locks to avoid double replies
                if($lock && $lock->getStaffId()!=$thisstaff->getId())
                    $errors['err']=$txt['general']['actionDenied'].'. '.$txt['scp']['tickets'][4];

                //Make sure the email is not banned
                if(!$errors['err'] && TicketFilter::isBanned($ticket->getEmail()))
                    $errors['err']=$txt['scp']['tickets'][5];
            }

            $wasOpen =($ticket->isOpen());

            //If no error...do the do.
            $vars = $_POST;
            if(!$errors && $_FILES['attachments'])
                $vars['files'] = AttachmentFile::format($_FILES['attachments']);

            if(!$errors && ($response=$ticket->postReply($vars, $errors, isset($_POST['emailreply'])))) {
                $msg=$txt['scp']['tickets'][6];
                $ticket->reload();

                if($ticket->isClosed() && $wasOpen)
                    $ticket=null;
                else
                    // Still open -- cleanup response draft for this user
                    Draft::deleteForNamespace(
                        'ticket.response.' . $ticket->getId(),
                        $thisstaff->getId());

            } elseif(!$errors['err']) {
                $errors['err']=$txt['scp']['tickets'][7].'. '.$txt['general']['CorrectErrorsTryAgain'];
            }
            break;
        case 'transfer': /** Transfer ticket **/
            //Check permission
            if(!$thisstaff->canTransferTickets())
                $errors['err']=$errors['transfer'] = $txt['general']['actionDenied'].'. '.$txt['scp']['tickets'][8];
            else {

                //Check target dept.
                if(!$_POST['deptId'])
                    $errors['deptId'] = $txt['scp']['tickets'][9];
                elseif($_POST['deptId']==$ticket->getDeptId())
                    $errors['deptId'] = $txt['scp']['tickets'][10];
                elseif(!($dept=Dept::lookup($_POST['deptId'])))
                    $errors['deptId'] = sprintf($txt['scp']['sences']['unknownOrInvalidItem'].'.', $txt['general']['department']);

                //Transfer message - required.
                if(!$_POST['transfer_comments'])
                    $errors['transfer_comments'] = $txt['scp']['tickets'][12];
                elseif(strlen($_POST['transfer_comments'])<5)
                    $errors['transfer_comments'] = $txt['scp']['tickets'][13];

                //If no errors - them attempt the transfer.
                if(!$errors && $ticket->transfer($_POST['deptId'], $_POST['transfer_comments'])) {
                    $msg = sprintf($txt['scp']['tickets'][14], $ticket->getDeptName());
                    //Check to make sure the staff still has access to the ticket
                    if(!$ticket->checkStaffAccess($thisstaff))
                        $ticket=null;

                } elseif(!$errors['transfer']) {
                    $errors['err'] = $txt['scp']['tickets'][15];
                    $errors['transfer']=$txt['general']['CorrectErrorsTryAgain'];
                }
            }
            break;
        case 'assign':

             if(!$thisstaff->canAssignTickets())
                 $errors['err']=$errors['assign'] = $txt['general']['actionDenied'].'. '.$txt['scp']['tickets'][17];
             else {

                 $id = preg_replace("/[^0-9]/", "",$_POST['assignId']);
                 $claim = (is_numeric($_POST['assignId']) && $_POST['assignId']==$thisstaff->getId());

                 if(!$_POST['assignId'] || !$id)
                     $errors['assignId'] = sprintf($txt['sences']['selectItem'], $txt['ticket']['assignee']);
                 elseif($_POST['assignId'][0]!='s' && $_POST['assignId'][0]!='t' && !$claim)
                     $errors['assignId']=sprintf($txt['scp']['sences']['unknownOrInvalidItem'].'.', sprintf($txt['scp']['sences'] ['itemID'], $txt['ticket']['assignee'])).' - '.$txt['general']['getTechHelp'];
                 elseif($ticket->isAssigned()) {
                     if($_POST['assignId'][0]=='s' && $id==$ticket->getStaffId())
                         $errors['assignId']=$txt['scp']['tickets'][20];
                     elseif($_POST['assignId'][0]=='t' && $id==$ticket->getTeamId())
                         $errors['assignId']=$txt['scp']['tickets'][21];
                 }

                 //Comments are not required on self-assignment (claim)
                 if($claim && !$_POST['assign_comments'])
                     $_POST['assign_comments'] = sprintf($txt['scp']['tickets'][22], $thisstaff->getName());
                 elseif(!$_POST['assign_comments'])
                     $errors['assign_comments'] = $txt['scp']['tickets'][23];
                 elseif(strlen($_POST['assign_comments'])<5)
                         $errors['assign_comments'] = $txt['scp']['tickets'][24];

                 if(!$errors && $ticket->assign($_POST['assignId'], $_POST['assign_comments'], !$claim)) {
                     if($claim) {
                         $msg = $txt['scp']['tickets'][25];
                     } else {
                         $msg=$txt['scp']['tickets'][26].' '.$ticket->getAssigned();
                         TicketLock::removeStaffLocks($thisstaff->getId(), $ticket->getId());
                         $ticket=null;
                     }
                 } elseif(!$errors['assign']) {
                     $errors['err'] = $txt['scp']['tickets'][27];
                     $errors['assign'] = $txt['general']['CorrectErrorsTryAgain'];
                 }
             }
            break;
        case 'postnote': /* Post Internal Note */
            //Make sure the staff can set desired state
            if($_POST['state']) {
                if($_POST['state']=='closed' && !$thisstaff->canCloseTickets())
                    $errors['state'] = $txt['scp']['tickets'][29];
                elseif(in_array($_POST['state'], array('overdue', 'notdue', 'unassigned'))
                        && (!($dept=$ticket->getDept()) || !$dept->isManager($thisstaff)))
                    $errors['state'] = $txt['scp']['tickets'][30];
            }

            $vars = $_POST;
            if($_FILES['attachments'])
                $vars['files'] = AttachmentFile::format($_FILES['attachments']);

            $wasOpen = ($ticket->isOpen());
            if(($note=$ticket->postNote($vars, $errors, $thisstaff))) {

                $msg=$txt['scp']['tickets'][31];
                if($wasOpen && $ticket->isClosed())
                    $ticket = null; //Going back to main listing.
                else
                    // Ticket is still open -- clear draft for the note
                    Draft::deleteForNamespace('ticket.note.'.$ticket->getId(),
                        $thisstaff->getId());

            } else {

                if(!$errors['err'])
                    $errors['err'] = $txt['scp']['tickets'][32];

                $errors['postnote'] = $txt['scp']['tickets'][33].'. '.$txt['general']['CorrectErrorsTryAgain'];
            }
            break;
        case 'edit':
        case 'update':
            $forms=DynamicFormEntry::forTicket($ticket->getId());
            foreach ($forms as $form)
                if (!$form->isValid())
                    $errors = array_merge($errors, $form->errors());
            if(!$ticket || !$thisstaff->canEditTickets())
                $errors['err']=$txt['general']['PermissionDenied'].'. '.$txt['scp']['tickets'][34];
            elseif($ticket->update($_POST,$errors)) {
                $msg=$txt['scp']['tickets'][35];
                $_REQUEST['a'] = null; //Clear edit action - going back to view.
                //Check to make sure the staff STILL has access post-update (e.g dept change).
                foreach ($forms as $f) $f->save();
                if(!$ticket->checkStaffAccess($thisstaff))
                    $ticket=null;
            } elseif(!$errors['err']) {
                $errors['err']=$txt['scp']['tickets'][36];
            }
            break;
        case 'process':
            switch(strtolower($_POST['do'])):
            
            
            
                case 'set_simple_status':
      if(!$thisstaff->canManageTickets()){
      $errors['err']='Perm. Denied. You are not allowed change the status.';
       }
       if(!$errors){
         $newStatus = $_POST['updatestatus'];
         $ticket->setTicketStatus($newStatus, 0);
         $comment = 'Ticket status changed to ' . $ticket->getStatusName($newStatus) . ' by user: ' . $thisstaff->getName();
         $ticket->logNote('Ticket status changed', $comment, 'SYSTEM', false);
       }
     break;
            
                case 'close':
                    if(!$thisstaff->canCloseTickets()) {
                        $errors['err'] = $txt['scp']['tickets'][37];
                    } elseif($ticket->isClosed()) {
                        $errors['err'] = $txt['scp']['tickets'][51];
                    } elseif($ticket->close()) {
                        $msg=$txt['scp']['tickets'][81].$ticket->getExtId().': '.$txt['scp']['tickets'][38];
                        //Log internal note
                        if($_POST['ticket_status_notes'])
                            $note = $_POST['ticket_status_notes'];
                        else
                            $note=$txt['scp']['tickets'][39];

                        $ticket->logNote($txt['scp']['tickets'][40], $note, $thisstaff);

                        //Going back to main listing.
                        TicketLock::removeStaffLocks($thisstaff->getId(), $ticket->getId());
                        $page=$ticket=null;

                    } else {
                        $errors['err']=$txt['scp']['tickets'][41];
                    }
                    break;
                case 'reopen':
                    //if staff can close or create tickets ...then assume they can reopen.
                    if(!$thisstaff->canCloseTickets() && !$thisstaff->canCreateTickets()) {
                        $errors['err']=$txt['scp']['tickets'][42];
                    } elseif($ticket->isOpen()) {
                        $errors['err'] = $txt['scp']['tickets'][43];
                    } elseif($ticket->reopen()) {
                        $msg=$txt['scp']['tickets'][44];

                        if($_POST['ticket_status_notes'])
                            $note = $_POST['ticket_status_notes'];
                        else
                            $note=$txt['scp']['tickets'][45];

                        $ticket->logNote($txt['scp']['tickets'][46], $note, $thisstaff);

                    } else {
                        $errors['err']=$txt['scp']['tickets'][47];
                    }
                    break;
                case 'release':
                    if(!$ticket->isAssigned() || !($assigned=$ticket->getAssigned())) {
                        $errors['err'] = $txt['scp']['tickets'][48];
                    } elseif($ticket->release()) {
                        $msg=$txt['scp']['tickets'][49].' '.$assigned;
                        $ticket->logActivity($txt['scp']['tickets'][50],$msg.' '.$txt['general']['by'].' '.$thisstaff->getName());
                    } else {
                        $errors['err'] = $txt['scp']['tickets'][52];
                    }
                    break;
                case 'claim':
                    if(!$thisstaff->canAssignTickets()) {
                        $errors['err'] = $txt['scp']['tickets'][53];
                    } elseif(!$ticket->isOpen()) {
                        $errors['err'] = $txt['scp']['tickets'][54];
                    } elseif($ticket->isAssigned()) {
                        $errors['err'] = $txt['scp']['tickets'][55].' '.$ticket->getAssigned();
                    } elseif($ticket->assignToStaff($thisstaff->getId(), (sprintf($txt['scp']['tickets'][22], $thisstaff->getName())), false)) {
                        $msg = $txt['scp']['tickets'][57];
                    } else {
                        $errors['err'] = $txt['scp']['tickets'][58];
                    }
                    break;
                case 'overdue':
                    $dept = $ticket->getDept();
                    if(!$dept || !$dept->isManager($thisstaff)) {
                        $errors['err']=$txt['scp']['tickets'][59];
                    } elseif($ticket->markOverdue()) {
                        $msg=$txt['scp']['tickets'][60];
                        $ticket->logActivity($txt['scp']['tickets'][61],($msg.' '.$txt['scp']['tickets'][51].' '.$thisstaff->getName()));
                    } else {
                        $errors['err']=$txt['scp']['tickets'][62];
                    }
                    break;
                case 'answered':
                    $dept = $ticket->getDept();
                    if(!$dept || !$dept->isManager($thisstaff)) {
                        $errors['err']=$txt['scp']['tickets'][63];
                    } elseif($ticket->markAnswered()) {
                        $msg=$txt['scp']['tickets'][64];
                        $ticket->logActivity($txt['scp']['tickets'][65],($msg.' '.$txt['scp']['tickets'][51].' '.$thisstaff->getName()));
                    } else {
                        $errors['err']=$txt['scp']['tickets'][66];
                    }
                    break;
                case 'unanswered':
                    $dept = $ticket->getDept();
                    if(!$dept || !$dept->isManager($thisstaff)) {
                        $errors['err']=$txt['scp']['tickets'][67];
                    } elseif($ticket->markUnAnswered()) {
                        $msg=$txt['scp']['tickets'][68];
                        $ticket->logActivity($txt['scp']['tickets'][69],($msg.' '.$txt['scp']['tickets'][51].' '.$thisstaff->getName()));
                    } else {
                        $errors['err']=$txt['scp']['tickets'][70];
                    }
                    break;
                case 'banemail':
                    if(!$thisstaff->canBanEmails()) {
                        $errors['err']=$txt['scp']['tickets'][71];
                    } elseif(BanList::includes($ticket->getEmail())) {
                        $errors['err']=$txt['scp']['tickets'][72];
                    } elseif(Banlist::add($ticket->getEmail(),$thisstaff->getName())) {
                        $msg=$txt['scp']['tickets'][73].$ticket->getEmail().$txt['scp']['tickets'][74];
                    } else {
                        $errors['err']=$txt['scp']['tickets'][75];
                    }
                    break;
                case 'unbanemail':
                    if(!$thisstaff->canBanEmails()) {
                        $errors['err'] = $txt['scp']['tickets'][76];
                    } elseif(Banlist::remove($ticket->getEmail())) {
                        $msg = $txt['scp']['tickets'][77];
                    } elseif(!BanList::includes($ticket->getEmail())) {
                        $warn = $txt['scp']['tickets'][78];
                    } else {
                        $errors['err']=$txt['scp']['tickets'][79];
                    }
                    break;
                case 'changeuser':
                    if (!$thisstaff->canEditTickets()) {
                        $errors['err'] = $txt['scp']['tickets'][137];
                    } elseif (!$_POST['user_id'] || !($user=User::lookup($_POST['user_id']))) {
                        $errors['err'] = $txt['scp']['tickets'][138];
                    } elseif ($ticket->changeOwner($user)) {
                        $msg = sprintf($txt['scp']['tickets'][139], $user->getName());
                    } else {
                        $errors['err'] = $txt['scp']['tickets'][140];
                    }
                    break;
                case 'delete': // Dude what are you trying to hide? bad customer support??
                    if(!$thisstaff->canDeleteTickets()) {
                        $errors['err']=$txt['scp']['tickets'][80];
                    } elseif($ticket->delete()) {
                        $msg=$txt['scp']['tickets'][81].$ticket->getNumber().' '.$txt['scp']['tickets'][82];
                        //Log a debug note
                        $ost->logDebug($txt['scp']['tickets'][81].$ticket->getNumber().' '.$txt['scp']['tickets'][83],
                                sprintf('%s%s %s %s',
                                    $txt['scp']['tickets'][81], $ticket->getNumber(), $txt['scp']['tickets'][84], $thisstaff->getName())
                                );
                        $ticket=null; //clear the object.
                    } else {
                        $errors['err']=$txt['scp']['tickets'][85];
                    }
                    break;
                default:
                    $errors['err']=$txt['scp']['tickets'][86];
            endswitch;
            break;
        default:
            $errors['err']=$txt['general']['unknownAction'];
        endswitch;
        if($ticket && is_object($ticket))
            $ticket->reload();//Reload ticket info following post processing
    }elseif($_POST['a']) {
      
         
        switch($_POST['a']) {
            case 'mass_process':
                if(!$thisstaff->canManageTickets())
                    $errors['err']=$txt['scp']['tickets'][87];
                elseif(!$_POST['tids'] || !is_array($_POST['tids']))
                    $errors['err']=$txt['scp']['tickets'][88];
                else {
                    $count=count($_POST['tids']);
                    $i = 0;
                    switch(strtolower($_POST['do'])) {
                        case 'reopen':
                            if($thisstaff->canCloseTickets() || $thisstaff->canCreateTickets()) {
                                $note=$txt['scp']['tickets'][89].' '.$thisstaff->getName();
                                foreach($_POST['tids'] as $k=>$v) {
                                    if(($t=Ticket::lookup($v)) && $t->isClosed() && @$t->reopen()) {
                                        $i++;
                                        $t->logNote($txt['scp']['tickets'][90], $note, $thisstaff);
                                    }
                                }

                                if($i==$count)
                                    $msg = $txt['scp']['tickets'][136]." ($i) ".$txt['scp']['tickets'][91];
                                elseif($i)
                                    $warn = $i.' '.$txt['general']['of'].' '.$count.' '.$txt['scp']['tickets'][92];
                                else
                                    $errors['err'] = $txt['scp']['tickets'][93];
                            } else {
                                $errors['err'] = $txt['scp']['tickets'][94];
                            }
                            break;
                        case 'close':
                            if($thisstaff->canCloseTickets()) {
                                $note=$txt['scp']['tickets'][95].' '.$thisstaff->getName();
                                foreach($_POST['tids'] as $k=>$v) {
                                    if(($t=Ticket::lookup($v)) && $t->isOpen() && @$t->close()) {
                                        $i++;
                                        $t->logNote($txt['scp']['tickets'][96], $note, $thisstaff);
                                    }
                                }

                                if($i==$count)
                                    $msg =$txt['scp']['tickets'][136]." ($i) ".$txt['scp']['tickets'][97];
                                elseif($i)
                                    $warn = $i.' '.$txt['general']['of'].' '.$count.' '.$txt['scp']['tickets'][98];
                                else
                                    $errors['err'] = $txt['scp']['tickets'][99];
                            } else {
                                $errors['err'] = $txt['scp']['tickets'][100];
                            }
                            break;
                        case 'mark_overdue':
                            $note=$txt['scp']['tickets'][101].' '.$thisstaff->getName();
                            foreach($_POST['tids'] as $k=>$v) {
                                if(($t=Ticket::lookup($v)) && !$t->isOverdue() && $t->markOverdue()) {
                                    $i++;
                                    $t->logNote($txt['scp']['tickets'][102], $note, $thisstaff);
                                }
                            }

                            if($i==$count)
                                $msg = $txt['scp']['tickets'][136]." ($i) ".$txt['scp']['tickets'][103];
                            elseif($i)
                                $warn = $i.' '.$txt['general']['of'].' '.$count.' '.$txt['scp']['tickets'][104];
                            else
                                $errors['err'] = $txt['scp']['tickets'][105];
                            break;
                        case 'delete':
                            if($thisstaff->canDeleteTickets()) {
                                foreach($_POST['tids'] as $k=>$v) {
                                    if(($t=Ticket::lookup($v)) && @$t->delete()) $i++;
                                }

                                //Log a warning
                                if($i) {
                                    $log = sprintf('%s (%s) %s %d %s',
                                            $thisstaff->getName(), $thisstaff->getUserName(),$txt['scp']['tickets'][106] , $i, $txt['scp']['tickets'][107]);
                                    $ost->logWarning($txt['scp']['tickets'][108], $log, false);

                                }

                                if($i==$count)
                                    $msg = $txt['scp']['tickets'][136]." ($i) ".$txt['scp']['tickets'][109];
                                elseif($i)
                                    $warn = $i.' '.$txt['general']['of'].' '.$count.' '.$txt['scp']['tickets'][110];
                                else
                                    $errors['err'] = $txt['scp']['tickets'][111];
                            } else {
                                $errors['err'] = $txt['scp']['tickets'][112];
                            }
                            break;
                        default:
                            $errors['err']=$txt['scp']['tickets'][113];
                    }
                }
                break;
            case 'open':
                $ticket=null;
                if ($topic=Topic::lookup($_POST['topicId'])) {
                    if ($form = DynamicForm::lookup($topic->ht['form_id'])) {
                        $form = $form->instanciate();
                        if (!$form->getForm()->isValid())
                            $errors = array_merge($errors, $form->getForm()->errors());
                    }
                }
                if(!$thisstaff || !$thisstaff->canCreateTickets()) {
                     $errors['err']=$txt['scp']['tickets'][114];
                } else {
                    $vars = $_POST;
                    $vars['uid'] = $user? $user->getId() : 0;

                    if($_FILES['attachments'])
                        $vars['files'] = AttachmentFile::format($_FILES['attachments']);

                    if(($ticket=Ticket::open($vars, $errors))) {
                        $msg=$txt['scp']['tickets'][115];
                        $_REQUEST['a']=null;
                        # Save extra dynamic form(s)
                        if (isset($form)) {
                            $form->setTicketId($ticket->getId());
                            $form->save();
                        }
                        if (!$ticket->checkStaffAccess($thisstaff) || $ticket->isClosed())
                            $ticket=null;
                        Draft::deleteForNamespace('ticket.staff%', $thisstaff->getId());
                    } elseif(!$errors['err']) {
                        $errors['err']=$txt['scp']['tickets'][116];
                    }
                }
                break;
        }
    }
    if(!$errors)
        $thisstaff ->resetStats(); //We'll need to reflect any changes just made!
endif;

/*... Quick stats ...*/
$stats= $thisstaff->getTicketsStats();

//Navigation
$nav->setTabActive('tickets');
if($cfg->showAnsweredTickets()) {
    $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][117].' ('.number_format($stats['open']+$stats['answered']).')',
                            'title'=>$txt['scp']['tickets'][118],
                            'href'=>'tickets.php',
                            'iconclass'=>'Ticket'),
                        (!$_REQUEST['status'] || $_REQUEST['status']=='open'));
} else {

    if($stats) {
        $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][117].' ('.number_format($stats['open']).')',
                               'title'=>$txt['scp']['tickets'][118],
                               'href'=>'tickets.php',
                               'iconclass'=>'Ticket'),
                            (!$_REQUEST['status'] || $_REQUEST['status']=='open'));
    }

    if($stats['answered']) {
        $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][119].' ('.number_format($stats['answered']).')',
                               'title'=>$txt['scp']['tickets'][120],
                               'href'=>'tickets.php?status=answered',
                               'iconclass'=>'answeredTickets'),
                            ($_REQUEST['status']=='answered'));
    }
}

if($stats['assigned']) {
    if(!$ost->getWarning() && $stats['assigned']>10)
        $ost->setWarning($stats['assigned'].' '.$txt['scp']['tickets'][121]);

    $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][122].' ('.number_format($stats['assigned']).')',
                           'title'=>$txt['scp']['tickets'][123],
                           'href'=>'tickets.php?status=assigned',
                           'iconclass'=>'assignedTickets'),
                        ($_REQUEST['status']=='assigned'));
}

if($stats['overdue']) {
    $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][124].' ('.number_format($stats['overdue']).')',
                           'title'=>$txt['scp']['tickets'][125],
                           'href'=>'tickets.php?status=overdue',
                           'iconclass'=>'overdueTickets'),
                        ($_REQUEST['status']=='overdue'));

    if(!$sysnotice && $stats['overdue']>10)
        $sysnotice=$stats['overdue'] .$txt['scp']['tickets'][126].' ';
}

if($thisstaff->showAssignedOnly() && $stats['closed']) {
    $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][127].' ('.number_format($stats['closed']).')',
                           'title'=>$txt['scp']['tickets'][128],
                           'href'=>'tickets.php?status=closed',
                           'iconclass'=>'closedTickets'),
                        ($_REQUEST['status']=='closed'));
} else {

    $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][129].' ('.number_format($stats['closed']).')',
                           'title'=>$txt['scp']['tickets'][130],
                           'href'=>'tickets.php?status=closed',
                           'iconclass'=>'closedTickets'),
                        ($_REQUEST['status']=='closed'));
}

if($thisstaff->canCreateTickets()) {
    $nav->addSubMenu(array('desc'=>$txt['scp']['tickets'][131],
                           'title' => $txt['scp']['tickets'][141],
                           'href'=>'tickets.php?a=open',
                           'iconclass'=>'newTicket',
                           'id' => 'new-ticket'),
                        ($_REQUEST['a']=='open'));
}


$inc = 'tickets.inc.php';
if($ticket) {
    $ost->setPageTitle($txt['scp']['tickets'][81].$ticket->getNumber());
    $nav->setActiveSubMenu(-1);
    $inc = 'ticket-view.inc.php';
    if($_REQUEST['a']=='edit' && $thisstaff->canEditTickets()) {
        $inc = 'ticket-edit.inc.php';
        if (!$forms) $forms=DynamicFormEntry::forTicket($ticket->getId());
        // Auto add new fields to the entries
        foreach ($forms as $f) $f->addMissingFields();
    } elseif($_REQUEST['a'] == 'print' && !$ticket->pdfExport($_REQUEST['psize'], $_REQUEST['notes']))
        $errors['err'] = $txt['scp']['tickets'][132];
} else {
    $inc = 'tickets.inc.php';
    if($_REQUEST['a']=='open' && $thisstaff->canCreateTickets())
        $inc = 'ticket-open.inc.php';
    elseif($_REQUEST['a'] == 'export') {
        require_once(INCLUDE_DIR.'class.export.php');
        $ts = strftime('%Y%m%d');
        if (!($token=$_REQUEST['h']))
            $errors['err'] = $txt['scp']['tickets'][133];
        elseif (!($query=$_SESSION['search_'.$token]))
            $errors['err'] = $txt['scp']['tickets'][134];
        elseif (!Export::saveTickets($query, "tickets-$ts.csv", 'csv'))
            $errors['err'] = $txt['scp']['tickets'][135];
    }

    //Clear active submenu on search with no status
    if($_REQUEST['a']=='search' && !$_REQUEST['status'])
        $nav->setActiveSubMenu(-1);

    //set refresh rate if the user has it configured
    if(!$_POST && !$_REQUEST['a'] && ($min=$thisstaff->getRefreshRate()))
        $ost->addExtraHeader('<meta http-equiv="refresh" content="'.($min*60).'" />');
}

require_once(STAFFINC_DIR.'header.inc.php');
require_once(STAFFINC_DIR.$inc);
require_once(STAFFINC_DIR.'footer.inc.php');
?>