/** function buildTicket - Builds,and returns, the major structure of the ticket to be entered.
*
* @param $i mail ID
* @param $options array options
*
* @return ticket fields array
*/
function buildTicket($i, $options = array())
{
$play_rules = isset($options['play_rules']) && $options['play_rules'];
$head = $this->getHeaders($i);
// Get Header Info Return Array Of Headers
// **Key Are (subject,to,toOth,toNameOth,from,fromName)
$tkt = array();
$tkt['_blacklisted'] = false;
// Detect if it is a mail reply
$glpi_message_match = "/GLPI-([0-9]+)\\.[0-9]+\\.[0-9]+@\\w*/";
// Check if email not send by GLPI : if yes -> blacklist
if (preg_match($glpi_message_match, $head['message_id'], $match)) {
$tkt['_blacklisted'] = true;
return $tkt;
}
// max size = 0 : no import attachments
if ($this->fields['filesize_max'] > 0) {
if (is_writable(GLPI_DOC_DIR . "/_tmp/")) {
$_FILES = $this->getAttached($i, GLPI_DOC_DIR . "/_tmp/", $this->fields['filesize_max']);
} else {
logInFile('mailgate', GLPI_DOC_DIR . "/_tmp/ is not writable");
}
}
// Who is the user ?
$tkt['_users_id_requester'] = User::getOrImportByEmail($head['from']);
$tkt["_users_id_requester_notif"]['use_notification'] = 1;
if (!$tkt['_users_id_requester']) {
$tkt["_users_id_requester_notif"]['alternative_email'] = $head['from'];
}
// Add to and cc as additional observer if user found
if (count($head['ccs'])) {
foreach ($head['ccs'] as $cc) {
if ($cc != $head['from'] && strcasecmp($cc, $this->fields['name']) && ($tmp = User::getOrImportByEmail($cc)) > 0) {
$tkt['_additional_observers'][] = array('users_id' => $tmp, 'use_notification' => 1);
}
}
}
if (count($head['tos'])) {
foreach ($head['tos'] as $to) {
if ($to != $head['from'] && strcasecmp($to, $this->fields['name']) && ($tmp = User::getOrImportByEmail($to, false)) > 0) {
$tkt['_additional_observers'][] = array('users_id' => $tmp, 'use_notification' => 1);
}
}
}
// Auto_import
$tkt['_auto_import'] = 1;
// For followup : do not check users_id = login user
$tkt['_do_not_check_users_id'] = 1;
$body = $this->getBody($i);
// Do it before using charset variable
$head['subject'] = $this->decodeMimeString($head['subject']);
$tkt['_head'] = $head;
if (!empty($this->charset) && !$this->body_converted) {
$body = encodeInUtf8($body, $this->charset);
$this->body_converted = true;
}
if (!seems_utf8($body)) {
$tkt['content'] = encodeInUtf8($body);
} else {
$tkt['content'] = $body;
}
// Add message from getAttached
if ($this->addtobody) {
$tkt['content'] .= $this->addtobody;
}
// See In-Reply-To field
if (isset($head['in_reply_to'])) {
if (preg_match($glpi_message_match, $head['in_reply_to'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
}
// See in References
if (!isset($tkt['tickets_id']) && isset($head['references'])) {
if (preg_match($glpi_message_match, $head['references'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
}
// See in title
if (!isset($tkt['tickets_id']) && preg_match('/\\[GLPI #(\\d+)\\]/', $head['subject'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
// Found ticket link
if (isset($tkt['tickets_id'])) {
// it's a reply to a previous ticket
$job = new Ticket();
// Check if ticket exists and users_id exists in GLPI
/// TODO check if users_id have right to add a followup to the ticket
if ($job->getFromDB($tkt['tickets_id']) && $job->fields['status'] != 'closed' && ($tkt['_users_id_requester'] > 0 || Ticket_User::isAlternateEmailForTicket($tkt['tickets_id'], $head['from']))) {
$content = explode("\n", $tkt['content']);
$tkt['content'] = "";
$first_comment = true;
$to_keep = array();
foreach ($content as $ID => $val) {
if (isset($val[0]) && $val[0] == '>') {
// Delete line at the top of the first comment
if ($first_comment) {
$first_comment = false;
if (isset($to_keep[$ID - 1])) {
unset($to_keep[$ID - 1]);
}
}
} else {
$to_keep[$ID] = $ID;
}
}
foreach ($to_keep as $ID) {
$tkt['content'] .= $content[$ID] . "\n";
}
// Do not play rules for followups : WRONG : play rules only for refuse options
//$play_rules = false;
} else {
// => to handle link in Ticket->post_addItem()
$tkt['_linkedto'] = $tkt['tickets_id'];
unset($tkt['tickets_id']);
}
}
$tkt['name'] = $this->textCleaner($head['subject']);
if (!isset($tkt['tickets_id'])) {
// Which entity ?
//$tkt['entities_id']=$this->fields['entities_id'];
//$tkt['Subject']= $head['subject']; // not use for the moment
// Medium
$tkt['urgency'] = "3";
// No hardware associated
$tkt['itemtype'] = "";
// Mail request type
} else {
// Reopen if needed
$tkt['add_reopen'] = 1;
}
$tkt['requesttypes_id'] = RequestType::getDefault('mail');
$tkt['content'] = clean_cross_side_scripting_deep(html_clean($tkt['content']));
if ($play_rules) {
$rule_options['ticket'] = $tkt;
$rule_options['headers'] = $head;
$rule_options['mailcollector'] = $options['mailgates_id'];
$rule_options['_users_id_requester'] = $tkt['_users_id_requester'];
$rulecollection = new RuleMailCollectorCollection();
$output = $rulecollection->processAllRules(array(), array(), $rule_options);
// New ticket : compute all
if (!isset($tkt['tickets_id'])) {
foreach ($output as $key => $value) {
$tkt[$key] = $value;
}
} else {
// Followup only copy refuse data
$tobecopied = array('_refuse_email_no_response', '_refuse_email_with_response');
foreach ($tobecopied as $val) {
if (isset($output[$val])) {
$tkt[$val] = $output[$val];
}
}
}
}
$tkt = addslashes_deep($tkt);
return $tkt;
}