admin_tickets.php

<?php

/**
 * This file is part of the Froxlor project.
 * Copyright (c) 2003-2009 the SysCP Team (see authors).
 * Copyright (c) 2010 the Froxlor Team (see authors).
 *
 * For the full copyright and license information, please view the COPYING
 * file that was distributed with this source code. You can also view the
 * COPYING file online at http://files.froxlor.org/misc/COPYING.txt
 *
 * @copyright  (c) the authors
 * @author     Florian Lippert <flo@syscp.org> (2003-2009)
 * @author     Froxlor team <team@froxlor.org> (2010-)
 * @license    GPLv2 http://files.froxlor.org/misc/COPYING.txt
 * @package    Panel
 *
 */

define('AREA', 'admin');
require './lib/init.php';

if (isset($_POST['id'])) {
	$id = intval($_POST['id']);

} elseif(isset($_GET['id'])) {

	$id = intval($_GET['id']);

	// only check if this is not a category-id
	if (!isset($_GET['page']) || (isset($_GET['page']) && $_GET['page'] != 'categories')) {
		if (!$userinfo['customers_see_all']) {
			/*
			 * Check if the current user is allowed to see the current ticket.
			 */
			$stmt = Database::prepare("
				SELECT `id` FROM `panel_tickets`
				WHERE `id` = :id AND `adminid` = :adminid
			");
			$result = Database::pexecute_first($stmt, array('id' => $id, 'adminid' => $userinfo['adminid']));

			if ($result == null) {
				// no rights to see the requested ticket
				standard_error(array('ticketnotaccessible'));
			}
		}
	}
}

if ($page == 'tickets'
   && $userinfo['customers'] != '0'
) {
	// Let's see how many customers we have
	$countcustomers_stmt = Database::prepare("
		SELECT COUNT(`customerid`) as `countcustomers`
		FROM `" . TABLE_PANEL_CUSTOMERS . "` " .
		($userinfo['customers_see_all'] ? '' : "WHERE `adminid` = :adminid")
	);
	$countcustomers = Database::pexecute_first($countcustomers_stmt, array('adminid' => $userinfo['adminid']));
	$countcustomers = (int)$countcustomers['countcustomers'];

	if ($action == '') {
		$log->logAction(ADM_ACTION, LOG_NOTICE, "viewed admin_tickets");
		$fields = array(
			'status' => $lng['ticket']['status'],
			'lastchange' => $lng['ticket']['lastchange'],
			'subject' => $lng['ticket']['subject'],
			'lastreplier' => $lng['ticket']['lastreplier']
		);
		$paging = new paging($userinfo, TABLE_PANEL_TICKETS, $fields, null, null, 1, 'desc');
		$result_stmt = Database::prepare("
			SELECT `main`.`id`, `main`.`customerid`, (
				SELECT COUNT(`sub`.`id`)
				FROM `" . TABLE_PANEL_TICKETS . "` `sub`
				WHERE `sub`.`answerto` = `main`.`id`) as `ticket_answers`,
			`main`.`lastchange`, `main`.`subject`, `main`.`status`, `main`.`lastreplier`, `main`.`priority`
			FROM `" . TABLE_PANEL_TICKETS . "` as `main`
			WHERE `main`.`answerto` = '0'  AND `archived` = '0' " .
			($userinfo['customers_see_all'] ? '' : " AND  `adminid` = :adminid") .
			$paging->getSqlWhere(true) . " " . $paging->getSqlOrderBy() . " " . $paging->getSqlLimit()
		);
		Database::pexecute($result_stmt, array('adminid' => $userinfo['adminid']));
		$num_rows = Database::num_rows();
		$paging->setEntries($num_rows);
		$sortcode = $paging->getHtmlSortCode($lng);
		$arrowcode = $paging->getHtmlArrowCode($filename . '?page=' . $page . '&s=' . $s);
		$searchcode = $paging->getHtmlSearchCode($lng);
		$pagingcode = $paging->getHtmlPagingCode($filename . '?page=' . $page . '&s=' . $s);
		$ctickets = array();

		while ($row = $result_stmt->fetch(PDO::FETCH_ASSOC)) {
			if (!isset($ctickets[$row['customerid']])
				|| !is_array($ctickets[$row['customerid']])
			) {
				$ctickets[$row['customerid']] = array();
			}
			$ctickets[$row['customerid']][$row['id']] = $row;
		}

		if ($paging->sortfield == 'customerid'
			&& $paging->sortorder == 'desc'
		) {
			krsort($ctickets);
		} else {
			ksort($ctickets);
		}

		$i = 0;
		$count = 0;
		$tickets_count = 0;
		$tickets = '';
		foreach ($ctickets as $cid => $ticketrows) {
			$_cid = 0;
			foreach ($ticketrows as $row) {
				if ($paging->checkDisplay($i)) {

					$row = htmlentities_array($row);
					$row['lastchange'] = date("d.m.y H:i", $row['lastchange']);

					if ($_cid != $row['customerid']) {
						$cid = $row['customerid'];
						$usr_stmt = Database::prepare('
							SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
							FROM `' . TABLE_PANEL_CUSTOMERS . '`
							WHERE `customerid` = :cid'
						);
						$usr = Database::pexecute_first($usr_stmt, array('cid' => $cid));

						if (isset($usr['loginname'])) {
							$customer = getCorrectFullUserDetails($usr);
							$customerloginname =  $usr['loginname'];
							$customerid = $usr['customerid'];
						} else {
							$customer = $lng['ticket']['nonexistingcustomer'];
						}
						eval("\$tickets.=\"" . getTemplate("tickets/tickets_customer") . "\";");
					}

					$tickets_count++;

					if ($row['status'] >= 0
						&& $row['status'] <= 2
					) {
						$reopen = 0;
					} else {
						$reopen = 1;
					}

					$row['status'] = ticket::getStatusText($lng, $row['status']);
					$row['priority'] = ticket::getPriorityText($lng, $row['priority']);

					if ($row['lastreplier'] == '1') {
						$row['lastreplier'] = $lng['ticket']['staff'];
						$cananswer = 0;
					} else {
						$row['lastreplier'] = $lng['ticket']['customer'];
						$cananswer = 1;
					}

					$row['subject'] = html_entity_decode($row['subject']);
					if (strlen($row['subject']) > 30) {
						$ts = wordwrap($row['subject'], 30, "|");
						$ts = explode("|", $ts);
						$row['subject'] = $ts[0]. '...';
					}

					eval("\$tickets.=\"" . getTemplate("tickets/tickets_tickets") . "\";");
					$count++;
					$_cid = $row['customerid'];
				}
				$i++;
			}
		}
		eval("echo \"" . getTemplate("tickets/tickets") . "\";");

	} elseif($action == 'new') {

		if ($userinfo['tickets_used'] < $userinfo['tickets']
			|| $userinfo['tickets'] == '-1'
		) {
			if (isset($_POST['send'])
				&& $_POST['send'] == 'send'
			) {
				$newticket = ticket::getInstanceOf($userinfo, -1);
				$newticket->Set('subject', validate($_POST['subject'], 'subject'), true, false);
				$newticket->Set('priority', validate($_POST['priority'], 'priority'), true, false);
				$newticket->Set('category', validate($_POST['category'], 'category'), true, false);
				$newticket->Set('customer', (int)$_POST['customer'], true, false);
				$newticket->Set('message', validate(htmlentities(str_replace("\r\n", "\n", $_POST['message'])), 'message', '/^[^\0]*$/'), true, false);

				if ($newticket->Get('subject') == null) {
					standard_error(array('stringisempty', 'mysubject'));
				} elseif($newticket->Get('message') == null) {
					standard_error(array('stringisempty', 'mymessage'));
				} else {
					$now = time();
					$newticket->Set('admin', $userinfo['adminid'], true, true);
					$newticket->Set('dt', $now, true, true);
					$newticket->Set('lastchange', $now, true, true);
					$newticket->Set('ip', $_SERVER['REMOTE_ADDR'], true, true);
					$newticket->Set('status', '0', true, true);
					$newticket->Set('lastreplier', '1', true, true);
					$newticket->Set('by', '1', true, true);
					$newticket->Insert();
					$newticket->sendMail((int)$newticket->Get('customer'), 'new_ticket_by_staff_subject', $lng['mails']['new_ticket_by_staff']['subject'], 'new_ticket_by_staff_mailbody', $lng['mails']['new_ticket_by_staff']['mailbody']);
					$log->logAction(ADM_ACTION, LOG_NOTICE, "opened a new ticket for customer #" . $newticket->Get('customer') . " - '" . $newticket->Get('subject') . "'");
					redirectTo($filename, Array('page' => $page, 's' => $s));
				}
			} else {
				$categories = '';
				$where = '';
				if ($userinfo['tickets_see_all'] != '1') {
					$where = 'WHERE `adminid` = :adminid';
				}
				$result_stmt = Database::prepare('
					SELECT `id`, `name` FROM `' . TABLE_PANEL_TICKET_CATS . '`
					'.$where.' ORDER BY `logicalorder`, `name` ASC'
				);
				$result = Database::pexecute_first($result_stmt, array('adminid' => $userinfo['adminid']));

				if (isset($result['name'])
					&& $result['name'] != ''
				) {
					$result2_stmt = Database::prepare('
						SELECT `id`, `name` FROM `' . TABLE_PANEL_TICKET_CATS . '`
						'.$where.' ORDER BY `logicalorder`, `name` ASC'
					);
					Database::pexecute($result2_stmt, array('adminid' => $userinfo['adminid']));

					while ($row = $result2_stmt->fetch(PDO::FETCH_ASSOC)) {
						$categories.= makeoption($row['name'], $row['id']);
					}

				} else {
					$categories = makeoption($lng['ticket']['no_cat'], '0');
				}

				$customers = '';
				$result_customers_stmt = Database::prepare("
					SELECT `customerid`, `loginname`, `name`, `firstname`, `company`
					FROM `" . TABLE_PANEL_CUSTOMERS . "` " .
					($userinfo['customers_see_all'] ? '' : " WHERE `adminid` = :adminid")."
					ORDER BY `name` ASC"
				);
				Database::pexecute($result_customers_stmt, array('adminid' => $userinfo['adminid']));

				while ($row_customer = $result_customers_stmt->fetch(PDO::FETCH_ASSOC)) {
					$customers.= makeoption(getCorrectFullUserDetails($row_customer) . ' (' . $row_customer['loginname'] . ')', $row_customer['customerid']);
				}

				$def_prio = Settings::Get('ticket.default_priority');
				$priorities = makeoption($lng['ticket']['high'], '1', $def_prio);
				$priorities.= makeoption($lng['ticket']['normal'], '2', $def_prio);
				$priorities.= makeoption($lng['ticket']['low'], '3', $def_prio);

				$ticket_new_data = include_once dirname(__FILE__).'/lib/formfields/admin/tickets/formfield.ticket_new.php';
				$ticket_new_form = htmlform::genHTMLForm($ticket_new_data);

				$title = $ticket_new_data['ticket_new']['title'];
				$image = $ticket_new_data['ticket_new']['image'];

				eval("echo \"" . getTemplate("tickets/tickets_new") . "\";");
			}

		} else {
			standard_error('nomoreticketsavailable');
		}

	} elseif($action == 'answer'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			$replyticket = ticket::getInstanceOf($userinfo, -1);
			$replyticket->Set('subject', validate($_POST['subject'], 'subject'), true, false);
			$replyticket->Set('priority', validate($_POST['priority'], 'priority'), true, false);
			$replyticket->Set('message', validate(htmlentities(str_replace("\r\n", "\n", $_POST['message'])), 'message', '/^[^\0]*$/'), true, false);

			if ($replyticket->Get('message') == null) {
				standard_error(array('stringisempty', 'mymessage'));
			} else {
				$now = time();
				$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
				$replyticket->Set('customer', $mainticket->Get('customer'), true, true);
				$replyticket->Set('lastchange', $now, true, true);
				$replyticket->Set('ip', $_SERVER['REMOTE_ADDR'], true, true);
				$replyticket->Set('status', '1', true, true);
				$replyticket->Set('answerto', (int)$id, true, false);
				$replyticket->Set('by', '1', true, true);
				$replyticket->Insert();

				// Update priority if changed
				if ($replyticket->Get('priority') != $mainticket->Get('priority')) {
					$mainticket->Set('priority', $replyticket->Get('priority'), true);
				}

				$mainticket->Set('lastchange', $now);
				$mainticket->Set('lastreplier', '1');
				$mainticket->Set('status', '2');
				$mainticket->Update();
				$mainticket->sendMail((int)$mainticket->Get('customer'), 'new_reply_ticket_by_staff_subject', $lng['mails']['new_reply_ticket_by_staff']['subject'], 'new_reply_ticket_by_staff_mailbody', $lng['mails']['new_reply_ticket_by_staff']['mailbody']);
				$log->logAction(ADM_ACTION, LOG_NOTICE, "answered ticket '" . $mainticket->Get('subject') . "'");
				redirectTo($filename, array('page' => $page, 's' => $s));
			}

		} else {

			$ticket_replies = '';
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			$dt = date("d.m.Y H:i\h", $mainticket->Get('dt'));
			$status = ticket::getStatusText($lng, $mainticket->Get('status'));

			if ($mainticket->Get('status') >= 0
				&& $mainticket->Get('status') <= 2
			) {
				$isclosed = 0;
			} else {
				$isclosed = 1;
			}

			if ($mainticket->Get('by') == '1') {
				$by = $lng['ticket']['staff'];
			} else {
				$cid = $mainticket->Get('customer');
				$usr_stmt = Database::prepare('
					SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
					FROM `' . TABLE_PANEL_CUSTOMERS . '`
					WHERE `customerid` = :cid'
				);
				$usr = Database::pexecute_first($usr_stmt, array('cid' => $cid));
				$by = '<a href="'.$linker->getLink(array('section' => 'customers', 'page' => 'customers', 'action' => 'su', 'id' => $cid)).'" rel="external">';
				$by .= getCorrectFullUserDetails($usr).'</a>';
			}

			$subject = $mainticket->Get('subject');
			$message = $mainticket->Get('message');
			eval("\$ticket_replies.=\"" . getTemplate("tickets/tickets_tickets_main") . "\";");

			$result_stmt = Database::prepare('
				SELECT `name` FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = :cid'
			);
			$row = Database::pexecute_first($result_stmt, array('cid' => $mainticket->Get('category')));

			$andere_stmt = Database::prepare('
				SELECT * FROM `' . TABLE_PANEL_TICKETS . '`
				WHERE `answerto` = :id ORDER BY `lastchange` ASC'
			);
			Database::pexecute($andere_stmt, array('id' => $id));
			$numrows_andere = Database::num_rows();

			while ($row2 = $andere_stmt->fetch(PDO::FETCH_ASSOC)) {
				$subticket = ticket::getInstanceOf($userinfo, (int)$row2['id']);
				$lastchange = date("d.m.Y H:i\h", $subticket->Get('lastchange'));

				if ($subticket->Get('by') == '1') {
					$by = $lng['ticket']['staff'];
				} else {
					$cid = $subticket->Get('customer');
					$usr_stmt = Database::prepare('
						SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
						FROM `' . TABLE_PANEL_CUSTOMERS . '`
						WHERE `customerid` = :cid'
					);
					$usr = Database::pexecute_first($usr_stmt, array('cid' => $cid));
					$by = '<a href="'.$linker->getLink(array('section' => 'customers', 'page' => 'customers', 'action' => 'su', 'id' => $cid)).'" rel="external">';
					$by .= getCorrectFullUserDetails($usr).'</a>';
				}

				$subject = $subticket->Get('subject');
				$message = $subticket->Get('message');

				$row2 = htmlentities_array($row2);
				eval("\$ticket_replies.=\"" . getTemplate("tickets/tickets_tickets_list") . "\";");
			}

			$priorities = makeoption($lng['ticket']['high'], '1', $mainticket->Get('priority'), true, true);
			$priorities.= makeoption($lng['ticket']['normal'], '2', $mainticket->Get('priority'), true, true);
			$priorities.= makeoption($lng['ticket']['low'], '3', $mainticket->Get('priority'), true, true);
			$subject = htmlentities($mainticket->Get('subject'));
			$ticket_replies_count = $numrows_andere + 1;

			// don't forget the main-ticket!
			$ticket_reply_data = include_once dirname(__FILE__).'/lib/formfields/admin/tickets/formfield.ticket_reply.php';
			$ticket_reply_form = htmlform::genHTMLForm($ticket_reply_data);

			$title = $ticket_reply_data['ticket_reply']['title'];
			$image = $ticket_reply_data['ticket_reply']['image'];

			eval("echo \"" . getTemplate("tickets/tickets_reply") . "\";");
		}

	} elseif($action == 'close'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			$now = time();
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			$mainticket->Set('lastchange', $now, true, true);
			$mainticket->Set('lastreplier', '1', true, true);
			$mainticket->Set('status', '3', true, true);
			$mainticket->Update();
			$log->logAction(ADM_ACTION, LOG_NOTICE, "closed ticket '" . $mainticket->Get('subject') . "'");
			redirectTo($filename, array('page' => $page, 's' => $s));
		} else {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			ask_yesno('ticket_reallyclose', $filename, array('id' => $id, 'page' => $page, 'action' => $action), $mainticket->Get('subject'));
		}

	} elseif($action == 'reopen'
		&& $id != 0
	) {
		$now = time();
		$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
		$mainticket->Set('lastchange', $now, true, true);
		$mainticket->Set('lastreplier', '1', true, true);
		$mainticket->Set('status', '0', true, true);
		$mainticket->Update();
		$log->logAction(ADM_ACTION, LOG_NOTICE, "reopened ticket '" . $mainticket->Get('subject') . "'");
		redirectTo($filename, array('page' => $page, 's' => $s));

	} elseif($action == 'archive'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			$now = time();
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			$mainticket->Set('lastchange', $now, true, true);
			$mainticket->Set('lastreplier', '1', true, true);
			$mainticket->Set('status', '3', true, true);
			$mainticket->Update();
			$mainticket->Archive();
			$log->logAction(ADM_ACTION, LOG_NOTICE, "archived ticket '" . $mainticket->Get('subject') . "'");
			redirectTo($filename, array('page' => $page, 's' => $s));
		} else {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			ask_yesno('ticket_reallyarchive', $filename, array('id' => $id, 'page' => $page, 'action' => $action), $mainticket->Get('subject'));
		}

	} elseif($action == 'delete'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			$log->logAction(ADM_ACTION, LOG_INFO, "deleted ticket '" . $mainticket->Get('subject') . "'");
			$mainticket->Delete();
			redirectTo($filename, array('page' => $page, 's' => $s));
		} else {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			ask_yesno('ticket_reallydelete', $filename, array('id' => $id, 'page' => $page, 'action' => $action), $mainticket->Get('subject'));
		}
	}

} elseif($page == 'categories'
	&& $userinfo['customers'] != '0'
) {
	if ($action == '') {

		$log->logAction(ADM_ACTION, LOG_NOTICE, "viewed admin_tickets::categories");
		$fields = array(
			'name' => $lng['ticket']['category'],
			'logicalorder' => $lng['ticket']['logicalorder']
		);

		$where = '1'; // WHERE 1 is like no 'where-clause'
		if ($userinfo['tickets_see_all'] != '1') {
			$where = " `main`.`adminid` = :adminid";
		}
		$paging = new paging($userinfo, TABLE_PANEL_TICKET_CATS, $fields);
		$result_stmt = Database::prepare("
			SELECT `main`.`id`, `main`.`name`, `main`.`logicalorder`, (
				SELECT COUNT(`sub`.`id`) FROM `" . TABLE_PANEL_TICKETS . "` `sub`
				WHERE `sub`.`category` = `main`.`id`
				AND `sub`.`answerto` = '0'
				AND `sub`.`adminid` = :adminid
			) as `ticketcount`, (
				SELECT COUNT(`sub2`.`id`) FROM `" . TABLE_PANEL_TICKETS . "` `sub2`
				WHERE `sub2`.`category` = `main`.`id`
				AND `sub2`.`answerto` = '0'
				AND (`sub2`.`status` = '0' OR `sub2`.`status` = '1' OR `sub2`.`status` = '2')
				AND `sub2`.`adminid` = :adminid
			) as `ticketcountnotclosed`
			FROM `" . TABLE_PANEL_TICKET_CATS . "` `main`
			WHERE " . $where . $paging->getSqlWhere(true) . " " .
			$paging->getSqlOrderBy() . " " . $paging->getSqlLimit()
		);
		Database::pexecute($result_stmt, array('adminid' => $userinfo['adminid']));
		$numrows = Database::num_rows();
		$paging->setEntries($numrows);
		$sortcode = $paging->getHtmlSortCode($lng);
		$arrowcode = $paging->getHtmlArrowCode($filename . '?page=' . $page . '&s=' . $s);
		$searchcode = $paging->getHtmlSearchCode($lng);
		$pagingcode = $paging->getHtmlPagingCode($filename . '?page=' . $page . '&s=' . $s);
		$i = 0;
		$count = 0;
		$ticketcategories = '';
		$categories_count = $numrows;

		while ($row = $result_stmt->fetch(PDO::FETCH_ASSOC)) {

			if ($paging->checkDisplay($i)) {
				$row = htmlentities_array($row);
				$closedtickets_count = ($row['ticketcount'] - $row['ticketcountnotclosed']);
				eval("\$ticketcategories.=\"" . getTemplate("tickets/tickets_categories") . "\";");
				$count++;
			}
			$i++;
		}
		eval("echo \"" . getTemplate("tickets/categories") . "\";");

	} elseif($action == 'addcategory') {

		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {

			$category = validate($_POST['category'], 'category');
			$order = validate($_POST['logicalorder'], 'logicalorder');

			if ($order < 1 || $order >= 1000) {
				// use the latest available
				$order = ticket::getHighestOrderNumber($userinfo['adminid']) + 1;
			}

			if ($category == '') {
				standard_error(array('stringisempty', 'mycategory'));
			} else {
				ticket::addCategory($category, $userinfo['adminid'], $order);
				$log->logAction(ADM_ACTION, LOG_INFO, "added ticket-category '" . $category . "'");
				redirectTo($filename, array('page' => $page, 's' => $s));
			}
		} else {
			$order = ticket::getHighestOrderNumber($userinfo['adminid']) + 1;

			$category_new_data = include_once dirname(__FILE__).'/lib/formfields/admin/tickets/formfield.category_new.php';
			$category_new_form = htmlform::genHTMLForm($category_new_data);

			$title = $category_new_data['category_new']['title'];
			$image = $category_new_data['category_new']['image'];

			eval("echo \"" . getTemplate("tickets/tickets_newcategory") . "\";");
		}

	} elseif($action == 'editcategory'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {

			$category = validate($_POST['category'], 'category');
			$order = validate($_POST['logicalorder'], 'logicalorder');

			if ($order < 1 || $order >= 1000) {
				$order = 1;
			}

			if ($category == '') {
				standard_error(array('stringisempty', 'mycategory'));
			} else {
				ticket::editCategory($category, $id, $order);
				$log->logAction(ADM_ACTION, LOG_INFO, "edited ticket-category '" . $category . "'");
				redirectTo($filename, array('page' => $page, 's' => $s));
			}
		} else {
			$row_stmt = Database::prepare('
				SELECT * FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = :id'
			);
			$row = Database::pexecute_first($row_stmt, array('id' => $id));
			$row = htmlentities_array($row);
			$category_edit_data = include_once dirname(__FILE__).'/lib/formfields/admin/tickets/formfield.category_edit.php';
			$category_edit_form = htmlform::genHTMLForm($category_edit_data);

			$title = $category_edit_data['category_edit']['title'];
			$image = $category_edit_data['category_edit']['image'];

			eval("echo \"" . getTemplate("tickets/tickets_editcategory") . "\";");
		}

	} elseif($action == 'deletecategory'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			if (ticket::deleteCategory($id) == false) {
				standard_error('categoryhastickets');
			}

			$log->logAction(ADM_ACTION, LOG_INFO, "deleted ticket-category #" . $id);
			redirectTo($filename, array('page' => $page, 's' => $s));

		} else {
			$name = ticket::getCategoryName($id);
			ask_yesno('ticket_reallydeletecat', $filename, array('id' => $id, 'page' => $page, 'action' => $action), $name);
		}
	}

} elseif($page == 'archive'
	&& $userinfo['customers'] != '0'
) {
	if ($action == '') {

		$log->logAction(ADM_ACTION, LOG_NOTICE, "viewed admin_tickets::archive");

		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			$priority = array();
			$categories = array();
			$subject = validate($_POST['subject'], 'subject');
			$priority[0] = isset($_POST['priority1']) ? $_POST['priority1'] : '';
			$priority[1] = isset($_POST['priority2']) ? $_POST['priority2'] : '';
			$priority[2] = isset($_POST['priority3']) ? $_POST['priority3'] : '';
			$fromdate = validate($_POST['fromdate'], 'fromdate');
			$todate = validate($_POST['todate'], 'todate');
			$message = validate($_POST['message'], 'message');
			$customer = validate($_POST['customer'], 'customer');

			$cat_stmt = Database::query('SELECT COUNT(`id`) as `ccount` FROM `' . TABLE_PANEL_TICKET_CATS . '`');
			$cat = $cat_stmt->fetch(PDO::FETCH_ASSOC);

			for ($x = 0;$x < $cat['ccount'];$x++) {
				$categories[$x] = isset($_POST['category' . $x]) ? $_POST['category' . $x] : '';
			}

			$archive_search = ticket::getArchiveSearchStatement($subject, $priority, $fromdate, $todate, $message, $customer, $userinfo['adminid'], $categories);

			$query = $archive_search[0];
			$archive_params = $archive_search[1];

			$fields = array(
				'lastchange' => $lng['ticket']['lastchange'],
				'subject' => $lng['ticket']['subject'],
				'lastreplier' => $lng['ticket']['lastreplier']
			);
			$paging = new paging($userinfo, TABLE_PANEL_TICKETS, $fields);
			$result_stmt = Database::prepare($query . $paging->getSqlWhere(true) . " " . $paging->getSqlOrderBy() . " " . $paging->getSqlLimit());
			Database::pexecute($result_stmt, $archive_params);
			$sortcode = $paging->getHtmlSortCode($lng);
			$arrowcode = $paging->getHtmlArrowCode($filename . '?page=' . $page . '&s=' . $s);
			$searchcode = $paging->getHtmlSearchCode($lng);
			$pagingcode = $paging->getHtmlPagingCode($filename . '?page=' . $page . '&s=' . $s);
			$ctickets = array();

			while ($row = $result_stmt->fetch(PDO::FETCH_ASSOC)) {
				if (!isset($ctickets[$row['customerid']])
					|| !is_array($ctickets[$row['customerid']])
				) {
					$ctickets[$row['customerid']] = array();
				}
				$ctickets[$row['customerid']][$row['id']] = $row;
			}

			if ($paging->sortfield == 'customerid'
				&& $paging->sortorder == 'desc'
			) {
				krsort($ctickets);
			} else {
				ksort($ctickets);
			}

			$i = 0;
			$count = 0;
			$tickets_count = 0;
			$tickets = '';
			foreach ($ctickets as $cid => $ticketrows) {
				if ($paging->sortfield == 'lastchange'
					&& $paging->sortorder == 'desc'
				) {
					krsort($ticketrows);
				} else {
					ksort($ticketrows);
				}

				$_cid = -1;
				foreach ($ticketrows as $ticket) {
					if ($paging->checkDisplay($i)) {
						$ticket['lastchange'] = date("d.m.y H:i", $ticket['lastchange']);
						if ($_cid != $ticket['customerid']) {
							$cid = $ticket['customerid'];
							$usr_stmt = Database::prepare('
								SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
								FROM `' . TABLE_PANEL_CUSTOMERS . '`
								WHERE `customerid` = :cid'
							);
							$usr = Database::pexecute_first($usr_stmt, array('cid' => $cid));

							if (isset($usr['loginname'])) {
								$customer = getCorrectFullUserDetails($usr);
								$customerloginname =  $usr['loginname'];
								$customerid = $usr['customerid'];
							} else {
								$customer = $lng['ticket']['nonexistingcustomer'];
								$customerid = 0;
								$customerloginname = '';
							}
							eval("\$tickets.=\"" . getTemplate("tickets/tickets_customer") . "\";");
						}

						$tickets_count++;
						switch ($ticket['priority'])
						{
							case 1: $ticket['display'] = 'high';
							break;
							case 2: $ticket['display'] = 'normal';
							break;
							case 3: $ticket['display'] = 'low';
							break;
							default: $ticket['display'] = 'unknown';
						}
						$ticket['priority'] = ticket::getPriorityText($lng, $ticket['priority']);

						if ($ticket['lastreplier'] == '1') {
							$ticket['lastreplier'] = $lng['ticket']['staff'];
						} else {
							$ticket['lastreplier'] = $lng['ticket']['customer'];
						}

						if (strlen($ticket['subject']) > 20) {
							$ticket['subject'] = substr($ticket['subject'], 0, 17) . '...';
						}
						$ticket = htmlentities_array($ticket);
						eval("\$tickets.=\"" . getTemplate("tickets/archived_tickets") . "\";");
						$count++;
						$_cid = $ticket['customerid'];
					}
				}
				$i++;
			}
			eval("echo \"" . getTemplate("tickets/archivesearch") . "\";");

		} else {

			$archived = array();
			$archived = ticket::getLastArchived(6, $userinfo['adminid']);
			$tickets = '';

			if ($archived !== false) {

				foreach ($archived as $id => $ticket) {

					$ticket['lastchange'] = date("d.m.y H:i", $ticket['lastchange']);
					$ticket['priority'] = ticket::getPriorityText($lng, $ticket['priority']);

					if ($ticket['lastreplier'] == '1') {
						$ticket['lastreplier'] = $lng['ticket']['staff'];
					} else {
						$ticket['lastreplier'] = $lng['ticket']['customer'];
					}

					if (strlen($ticket['subject']) > 20) {
						$ticket['subject'] = substr($ticket['subject'], 0, 17) . '...';
					}
					eval("\$tickets.=\"" . getTemplate("tickets/archived_tickets") . "\";");
				}
			}

			$priorities_options = makecheckbox('priority1', $lng['ticket']['high'], '1');
			$priorities_options.= makecheckbox('priority2', $lng['ticket']['normal'], '2');
			$priorities_options.= makecheckbox('priority3', $lng['ticket']['low'], '3');
			$category_options = '';
			$ccount = 0;
			$result = Database::query('SELECT * FROM `' . TABLE_PANEL_TICKET_CATS . '` ORDER BY `name` ASC');

			while ($row = $result->fetch(PDO::FETCH_ASSOC)) {
				$category_options.= makecheckbox('category' . $ccount, $row['name'], $row['id'], true);
				$ccount++;
			}

			$customers = makeoption($lng['ticket']['nocustomer'], '-1', '-1');
			$result_customers_stmt = Database::prepare("
				SELECT `customerid`, `loginname`, `name`, `firstname`, `company`
				FROM `" . TABLE_PANEL_CUSTOMERS . "` " .
				($userinfo['customers_see_all'] ? '' : " WHERE `adminid` = :adminid")."
				ORDER BY `name` ASC"
			);
			Database::pexecute($result_customers_stmt, array('adminid' => $userinfo['adminid']));

			while ($row_customer = $result_customers_stmt->fetch(PDO::FETCH_ASSOC)) {
				$customers.= makeoption(getCorrectFullUserDetails($row_customer) . ' (' . $row_customer['loginname'] . ')', $row_customer['customerid']);
			}
			eval("echo \"" . getTemplate("tickets/archive") . "\";");
		}

	} elseif($action == 'view'
		&& $id != 0
	) {
		$log->logAction(ADM_ACTION, LOG_NOTICE, "viewed archived-ticket #" . $id);
		$ticket_replies = '';
		$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
		$lastchange = date("d.m.Y H:i\h", $mainticket->Get('lastchange'));
		$dt = date("d.m.Y H:i\h", $mainticket->Get('dt'));
		$status = ticket::getStatusText($lng, $mainticket->Get('status'));
		$isclosed = 1;

		if ($mainticket->Get('by') == '1') {
			$by = $lng['ticket']['staff'];
		} else {
			$cid = $mainticket->Get('customer');
			$usr_stmt = Database::prepare('
				SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
				FROM `' . TABLE_PANEL_CUSTOMERS . '`
				WHERE `customerid` = :cid'
			);
			$usr = Database::pexecute_first($usr_stmt, array('cid' => $cid));

			if (isset($usr['loginname'])) {
				$customer = getCorrectFullUserDetails($usr);
				$customerloginname = ' ('.$usr['loginname'].')';
				$customerid = $usr['customerid'];
			} else {
				$customer = $lng['ticket']['nonexistingcustomer'];
				$customerid = 0;
				$customerloginname = '';
			}
			if ($customerid != 0) {
				$by = '<a href="'.$linker->getLink(array('section' => 'customers', 'page' => 'customers', 'action' => 'su', 'id' => $customerid)).'" rel="external">';
				$by .= $customer.$customerloginname.'</a>';
			} else {
				$by = $customer;
			}
		}

		$subject = $mainticket->Get('subject');
		$message = $mainticket->Get('message');
		eval("\$ticket_replies.=\"" . getTemplate("tickets/tickets_tickets_main") . "\";");

		$result_stmt = Database::prepare('
			SELECT `name` FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = :cid'
		);
		$row = Database::pexecute_first($result_stmt, array('cid' => $mainticket->Get('category')));

		$andere_stmt = Database::prepare('
			SELECT * FROM `' . TABLE_PANEL_TICKETS . '` WHERE `answerto` = :id'
		);
		Database::pexecute($andere_stmt, array('id' => $id));
		$numrows_andere = Database::num_rows();

		while ($row2 = $andere_stmt->fetch(PDO::FETCH_ASSOC)) {
			$subticket = ticket::getInstanceOf($userinfo, (int)$row2['id']);
			$lastchange = date("d.m.Y H:i\h", $subticket->Get('lastchange'));

			if ($subticket->Get('by') == '1') {
				$by = $lng['ticket']['staff'];
			} else {
				$cid = $subticket->Get('customer');
				$usr_stmt = Database::prepare('
					SELECT `customerid`, `firstname`, `name`, `company`, `loginname`
					FROM `' . TABLE_PANEL_CUSTOMERS . '`
					WHERE `customerid` = :cid'
				);
				$usr = Database::pexecute_first($usr_stmt, array('cid' => $cid));

				if (isset($usr['loginname'])) {
					$customer = getCorrectFullUserDetails($usr);
					$customerloginname = ' ('.$usr['loginname'].')';
					$customerid = $usr['customerid'];
				} else {
					$customer = $lng['ticket']['nonexistingcustomer'];
					$customerid = 0;
					$customerloginname = '';
				}
				if ($customerid != 0) {
					$by = '<a href="'.$linker->getLink(array('section' => 'customers', 'page' => 'customers', 'action' => 'su', 'id' => $customerid)).'" rel="external">';
					$by .= $customer.$customerloginname.'</a>';
				} else {
					$by = $customer;
				}
			}

			$subject = $subticket->Get('subject');
			$message = $subticket->Get('message');
			eval("\$ticket_replies.=\"" . getTemplate("tickets/tickets_tickets_list") . "\";");
		}

		$priorities = makeoption($lng['ticket']['high'], '1', htmlentities($mainticket->Get('priority')), true, true);
		$priorities.= makeoption($lng['ticket']['normal'], '2', htmlentities($mainticket->Get('priority')), true, true);
		$priorities.= makeoption($lng['ticket']['low'], '3', htmlentities($mainticket->Get('priority')), true, true);
		$subject = $mainticket->Get('subject');
		$ticket_replies_count = $numrows_andere + 1;

		// don't forget the main-ticket!
		eval("echo \"" . getTemplate("tickets/tickets_view") . "\";");

	} elseif($action == 'delete'
		&& $id != 0
	) {
		if (isset($_POST['send'])
			&& $_POST['send'] == 'send'
		) {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			$log->logAction(ADM_ACTION, LOG_INFO, "deleted archived ticket '" . $mainticket->Get('subject') . "'");
			$mainticket->Delete();
			redirectTo($filename, array('page' => $page, 's' => $s));
		} else {
			$mainticket = ticket::getInstanceOf($userinfo, (int)$id);
			ask_yesno('ticket_reallydelete', $filename, array('id' => $id, 'page' => $page, 'action' => $action), $mainticket->Get('subject'));
		}
	}
} else {
	standard_error('nocustomerforticket');
}