';
}
$template{'response'} = $response;
parse("$global{'data'}/include/tpl/staff/general");
}
if ($section eq "update_list_calls")
{
check_user();
my $status = $q->param('status');
my $action = $q->param('action_call');
if ($action eq "delete")
{
@checkbx = $q->param('ticket_check');
for ( @checkbx )
{
die_nice("The administrator has removed staff deletion access") if $global{'sdelete'} == "0";
$dbh->do(qq|DELETE FROM perlDesk_calls WHERE id = "$_"|);
}
if ($status eq "main") { $surl = "staff.cgi?do=main"; } else { $surl = "staff.cgi?do=listcalls&status=$statys"; }
print "Content-type: text/html\n\n";
print qq|
Ticket List Updated , you are now being taken back to the listings.click
here if you are not automatically forwarded
|;
}
if ($action eq "own")
{
@checkbx = $q->param('ticket_check');
for ( @checkbx )
{
$dbh->do(qq|UPDATE perlDesk_calls SET ownership = "$Cookies{'staff'}" WHERE id = "$_"|);
my $sdsth = $dbh->prepare( "INSERT INTO perlDesk_activitylog VALUES ( ?, ?, ?, ?, ?)" );
$sdsth->execute( "NULL", $_, $hdtime, "Staff $Cookies{'staff'}", "$Cookies{'staff'} Claimed Ownership" ) or die "Couldn't execute statement: $DBI::errstr; stopped";
}
if ($status eq "main") { $surl = "staff.cgi?do=main"; } else { $surl = "staff.cgi?do=listcalls&status=$statys"; }
print "Content-type: text/html\n\n";
print qq|
Ticket List Updated , you are now being taken back to the listings.click
here if you are not automatically forwarded
|;
}
if ($action eq "respond")
{
@checkbx = $q->param('ticket_check');
for ( @checkbx )
{ $template{'hidden'} .= qq|
Ticket List Updated , you are now being taken back to the listings.click
here if you are not automatically forwarded
|;
}
if ($section eq "editnotesave") {
check_user();
print "Content-type: text/html\n\n";
my $comment = $q->param('comment');
my $ticket = $q->param('ticket');
my $note = $q->param('note');
$comment =~ s/\"/\\"/g;
$statement = 'UPDATE perlDesk_notes SET comment = "' . "$comment" . '" WHERE id = "' . "$note" . '";';
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
print qq|
Thank You , this ticket has been updated.click
here if you are not automatically forwarded
|;
}
if ($section eq "logout")
{
check_user();
$statement = 'UPDATE perlDesk_staffactive SET date = "0" WHERE username = "' . "$Cookies{'staff'}" . '";';
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
$sth->finish;
$cookie1 = $q->cookie(-name =>'staff',
-value =>'',
-path =>'/',
-domain=>'');
$cookie2 = $q->cookie(-name =>'spass',
-value =>'',
-path =>'/',
-domain=>'');
print $q->header(-cookie=>[$cookie1,$cookie2]);
print qq|
Thanks for logging out click
here if you are not automatically forwarded
|;
}
if ($section eq "notice")
{
check_user();
print "Content-type: text/html\n\n";
$notic = $q->param('id');
$statement = 'SELECT * FROM perlDesk_announce WHERE staff = "1" AND id = ?';
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute($notic) or die print "Couldn't execute statement: $DBI::errstr; stopped";
while(my $ref = $sth->fetchrow_hashref())
{
$notice .= 'Author: ' . "$ref->{'author'}" . ' Published: ' . "$ref->{'time'}" . ' Subject: ' . "$ref->{'subject'}" . ' Announcement: ' . "$ref->{'message'}" . '
';
}
$template{'announcement'} = $notice;
parse("$global{'data'}/include/tpl/staff/announcement");
}
if ($section eq "myperformance")
{
check_user();
print "Content-type: text/html\n\n";
$sth = $dbh->prepare(qq|SELECT COUNT(*) FROM perlDesk_calls WHERE status = "CLOSED" AND closedby = "$Cookies{'staff'}"|) or die DBI->errstr;
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
my $closed = $sth->fetchrow_array();
$sth->finish;
$sth = $dbh->prepare('SELECT COUNT(*) FROM perlDesk_calls WHERE status = "CLOSED"' ) or die DBI->errstr;
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
my $total = $sth->fetchrow_array();
$sth->finish;
$sth = $dbh->prepare('SELECT COUNT(*) FROM perlDesk_calls') or die DBI->errstr;
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
my $count = $sth->fetchrow_array();
$sth->finish;
#~~
# Work Out Rating
#~~
$statement = qq|SELECT SUM(rating) FROM perlDesk_reviews WHERE staff = "$staff_id"|;
$th = $dbh->prepare($statement) or die DBI->errstr;
$th->execute( ) or die "Couldn't execute statement: $DBI::errstr; stopped";
$total_rating = $th->fetchrow_array();
$th->finish;
if ($total_rating)
{
$statement = qq|SELECT rating FROM perlDesk_reviews WHERE staff = "$staff_id"|;
$th = $dbh->prepare($statement) or die DBI->errstr;
$th->execute( ) or die "Couldn't execute statement: $DBI::errstr; stopped";
my $total_reviews = $th->rows();
$th->finish;
$template{'total_reviews'} = $total_reviews || "0";
my $crating = $total_rating/$total_reviews;
$crating = sprintf("%.0f", $crating);
$sc = $crating;
$sc = $sc+1;
# 4
for(1..$crating)
{
$template{'rating'} .= qq|{'level'}\">$ref->{'level'} " if $accesslevel =~ /$ref->{'level'}::/ || $accesslevel =~ /GLOB::/;
}
$sth->finish;
$nav .= qq|$nume Page(s): |;
if ($location + 2 < $nume) { $tboundary = 3 + $location; } else { $tboundary = $nume; }
$string = $ENV{'QUERY_STRING'};
$string =~ s/&page=(.*)//g;
$prev = $page;
$prev = $prev - 1;
if ($nume > 1 && $tpage > 1 ) { $nav .= qq|« ‹ $_ ]"; } else { $link = "$_"; }
$nav .= qq|$link › » CLOSED BY ME / CLOSED BY ALL )|;
if ($q->param('filter') == "1")
{
if ($accesslevel =~ /GLOB::/)
{
$statement = qq|SELECT * FROM perlDesk_calls WHERE status = "CLOSED"|;
$statement .= qq| AND category = "$department" | if defined $q->param('department');
$statement .= qq|ORDER BY $sort $method LIMIT $show, $limit|;
}
else {
@access = split(/::/,$accesslevel);
$ac = 0;
foreach $ddep (@access) { $ac++; }
$statement = 'SELECT * FROM perlDesk_calls WHERE (';
$i = 1;
foreach $dep (@access)
{
$dep=~s/^\s+//g;
$statement .= "category = \"$dep\" ";
if ($i < $ac) { $statement .= 'OR '; } else { $statement .= ")"; }
$i++;
}
$statement .= " AND status = \"CLOSED\"";
$statement .= " AND category = \"$department\"" if defined $q->param('department');
$statement .= "ORDER BY $sort $method LIMIT $show, $limit";
}
} else {
$statement = "SELECT * FROM perlDesk_calls WHERE status = \"CLOSED\" AND closedby = \"$Cookies{'staff'}\"";
$statement .= " AND category = \"$department\" " if defined $q->param('department');
$statement .= "ORDER BY $sort $method LIMIT $show,$limit";
}
}
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement $stat: $DBI::errstr; stopped";
$sth->execute() or die print "Couldn't execute statement $stat: $DBI::errstr; stopped";
$number=0;
while($ref = $sth->fetchrow_hashref()) {
$number++;
$subject="$ref->{'subject'}";
$subject=substr($subject,0,20).'..' if length($subject) > 22;
$font = '#000000';
if ($ref->{'method'} eq "cc") { $img = "phone.gif"; } elsif ($ref->{'method'} eq "em") { $img = "mail.gif"; } else { $img = "ticket.gif"; }
if ($ref->{'priority'} eq "1") { $color = $global{'pri1'}; }
if ($ref->{'priority'} eq "2") { $color = $global{'pri2'}; }
if ($ref->{'priority'} eq "3") { $color = $global{'pri3'}; }
if ($ref->{'priority'} eq "4") { $color = $global{'pri4'}; }
if ($ref->{'priority'} eq "5") { $color = $global{'pri5'}; }
if ($ref->{'aw'} eq "1") { $awt = ""; $ctag = " "; } else { $otag = ''; $ctag=''; }
$opencalls .= display_ticket($ref->{'id'}, $ref->{'username'}, $ref->{'category'}, $ref->{'status'});
}
$opencalls = '0 Requests Found
PerlDesk
Subject $ref->{'subject'} $ref->{description}
Responses |;
}
$statemente = 'SELECT * FROM perlDesk_notes WHERE call = ? ORDER BY id;';
$sth = $dbh->prepare($statemente) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute($trackedcall) or die print "Couldn't execute statement: $DBI::errstr; stopped";
while(my $ref = $sth->fetchrow_hashref()) {
$body = $ref->{'comment'};
if ($body =~ /^/g; }
if ($ref->{'owner'} eq 0) {
print '
' . "$ref->{'author'}" . ' ' . "$ref->{'time'}" . ' ' . "$body" . '
';
}
if ($ref->{'owner'} eq 3) {
print '
' . "$ref->{'author'}" . ' ' . "$ref->{'time'}" . ' ' . "STAFF ACTION: $ref->{'action'}
';
}
if ($ref->{'owner'} eq 1) {
if ($ref->{'visible'} eq 0) { $notice = 'PRIVATE STAFF NOTE
' . "$ref->{'author'}" . ' ' . "$ref->{'time'}" . ' ' . "$notice $body" . '
';
}
}
print qq|
|;
exit;
}
if ($action eq "print")
{
if (defined $q->param('callid')) {
$trackedcall = $q->param('callid');
print qq|$global{'title'}: Print Request
REQUEST ID $trackedcall LOGGED: $date BY: $username
$subject
$description
ACTIONS/RESPONSES
|;
$statemente = 'SELECT * FROM perlDesk_notes WHERE call = ? ORDER BY id;';
$sth = $dbh->prepare($statemente) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute($trackedcall) or die print "Couldn't execute statement: $DBI::errstr; stopped";
while(my $ref = $sth->fetchrow_hashref()) {
$body = $ref->{'comment'};
if ($body =~ /^/g;
}
if (($ref->{'owner'} eq 0) || ($ref->{'owner'} eq 1))
{
print qq|$ref->{'author'} $ref->{'time'} $body
' . "$ref->{'author'}" . ' ' . "$ref->{'time'}" . ' ' . "STAFF ACTION: $ref->{'action'}
|;
} else
{
print "No call defined!";
exit;
}
exit;
}
if ($action eq "movedep") {
$callid = $q->param('callid');
$comments = $q->param('comment');
$dep = $q->param('select');
$tech = $q->param('assignstaff');
my @chars = ("A..Z","0..9","a..z");
$key = $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)] . $chars[rand(@chars)];
my $rv = $dbh->do(qq{INSERT INTO perlDesk_notes values (
"NULL", "3", "1", "ASSIGN", "$callid", "$staff_id", "$hdtime", "$key", "$comments", "$ENV{'REMOTE_ADDR'}")}
);
my $sdsth = $dbh->prepare( "INSERT INTO perlDesk_activitylog VALUES ( ?, ?, ?, ?, ?)" );
$sdsth->execute( "NULL", $callid, $hdtime, "Staff $Cookies{'staff'}", "Request Assigned Internal ($dep $tech)" ) or die "Couldn't execute statement: $DBI::errstr; stopped";
execute_sql(qq|UPDATE perlDesk_calls SET category = "$dep", ownership = "$tech" WHERE id = "$callid"|);
$response = "Thank you. Call ID $callid has been assigned to $dep
";
$template{'response'} = $response;
parse("$global{'data'}/include/tpl/staff/general");
exit;
}
if ($action eq "assign") {
$statement = 'SELECT level FROM perlDesk_departments';
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
while(my $ref = $sth->fetchrow_hashref()) {
$option = "{'level'}\">$ref->{'level'} ";
push @list, $option;
}
$sth->finish;
push @slist, "Unassigned ";
$statement = 'SELECT username, name FROM perlDesk_staff';
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute() or die print "Couldn't execute statement: $DBI::errstr; stopped";
while(my $ref = $sth->fetchrow_hashref()) {
$option = "{'username'}\">$ref->{'name'} ";
push @slist, $option;
}
$sth->finish;
$callid = $q->param('callid');
$response = 'Assign
Internal Below you
can assign this request to another department.
';
$template{'response'} = $response;
parse("$global{'data'}/include/tpl/staff/general");
exit;
}
if ($action eq 'addresponse')
{
if (defined $q->param('callid')) { $trackno = $q->param('callid'); }
else { $trackno = $q->param('ticket'); }
$statement = 'SELECT * FROM perlDesk_calls WHERE id = ? ORDER BY id';
$sth = $dbh->prepare($statement) or die print "Couldn't prepare statement: $DBI::errstr; stopped";
$sth->execute($trackno) or die print "Couldn't execute statement: $DBI::errstr; stopped";
$number=0;
while(my $ref = $sth->fetchrow_hashref())
{
if (($accesslevel =~ /$ref->{'category'}::/) || ($accesslevel =~ /GLOB::/))
{
$template{'trackno'} = $ref->{'id'};
$template{'date'} = $ref->{'time'};
$template{'uname'} = $ref->{'username'};
$template{'username'} = $ref->{'username'};
$template{'priority'} = $ref->{'priority'};
$template{'status'} = $ref->{'status'};
$template{'subject'} = $ref->{'subject'};
$template{'category'} = $ref->{'category'};
$template{'description'} = $ref->{'description'};
$template{'owned'} = $ref->{'ownership'};
$template{'number'} = 0;
$template{'email'} = $ref->{'email'};
$template{'url'} = $ref->{'url'};
$template{'name'} = $ref->{'name'};
} else {
$error= 'You do not have permission to view this call';
push @errors, $error;
}
}
$my_msg = $template{'description'};
$my_msg =~ s/ 