public static function getHelpdeskSenders()
{
$cache = DevblocksPlatform::getCacheService();
if (null === ($froms = $cache->load(self::CACHE_HELPDESK_FROMS))) {
$froms = array();
$settings = DevblocksPlatform::getPluginSettingsService();
$group_settings = DAO_GroupSettings::getSettings();
// Global sender
$from = strtolower($settings->get('cerberusweb.core', CerberusSettings::DEFAULT_REPLY_FROM));
@($froms[$from] = $from);
// Group senders
if (is_array($group_settings)) {
foreach ($group_settings as $group_id => $gs) {
@($from = strtolower($gs[DAO_GroupSettings::SETTING_REPLY_FROM]));
if (!empty($from)) {
@($froms[$from] = $from);
}
}
}
asort($froms);
$cache->save($froms, self::CACHE_HELPDESK_FROMS);
}
return $froms;
}
private function _sendForwards($event, $is_inbound)
{
@($ticket_id = $event->params['ticket_id']);
@($send_worker_id = $event->params['worker_id']);
$url_writer = DevblocksPlatform::getUrlService();
$ticket = DAO_Ticket::get($ticket_id);
// (Action) Forward Email To:
// Sanitize and combine all the destination addresses
$context_workers = CerberusContexts::getWorkers(CerberusContexts::CONTEXT_TICKET, $ticket->id);
if (!is_array($context_workers)) {
return;
}
foreach ($context_workers as $next_worker) {
$notify_emails = $next_worker->email;
if (empty($notify_emails)) {
continue;
}
}
// [TODO] This could be more efficient
$messages = DAO_Message::getMessagesByTicket($ticket_id);
$message = end($messages);
// last message
unset($messages);
$headers = $message->getHeaders();
// The whole flipping Swift section needs wrapped to catch exceptions
try {
$settings = DevblocksPlatform::getPluginSettingsService();
$reply_to = $settings->get('cerberusweb.core', CerberusSettings::DEFAULT_REPLY_FROM, CerberusSettingsDefaults::DEFAULT_REPLY_FROM);
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM, ''));
if (!empty($group_from)) {
$reply_to = $group_from;
}
}
$sender = DAO_Address::get($message->address_id);
$sender_email = strtolower($sender->email);
$sender_split = explode('@', $sender_email);
if (!is_array($sender_split) || count($sender_split) != 2) {
return;
}
// If return-path is blank
if (isset($headers['return-path']) && $headers['return-path'] == '<>') {
return;
}
// Ignore bounces
if ($sender_split[0] == "postmaster" || $sender_split[0] == "mailer-daemon") {
return;
}
// Ignore autoresponses autoresponses
if (isset($headers['auto-submitted']) && $headers['auto-submitted'] != 'no') {
return;
}
// Attachments
$attachments = $message->getAttachments();
$mime_attachments = array();
if (is_array($attachments)) {
foreach ($attachments as $attachment) {
if (0 == strcasecmp($attachment->display_name, 'original_message.html')) {
continue;
}
$attachment_path = APP_STORAGE_PATH . '/attachments/';
// [TODO] This is highly redundant in the codebase
if (!file_exists($attachment_path . $attachment->filepath)) {
continue;
}
$attach = Swift_Attachment::fromPath($attachment_path . $attachment->filepath);
if (!empty($attachment->display_name)) {
$attach->setFilename($attachment->display_name);
}
$mime_attachments[] = $attach;
}
}
// Send copies
$mail_service = DevblocksPlatform::getMailService();
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
$mail = $mail_service->createMessage();
/* @var $mail Swift_Message */
$mail->setTo(array($notify_emails));
$mail->setFrom(array($sender->email));
$mail->setReplyTo($reply_to);
$mail->setReturnPath($reply_to);
$mail->setSubject(sprintf("[RW: %s #%s]: %s", $is_inbound ? 'inbound' : 'outbound', $ticket->mask, $ticket->subject));
$hdrs = $mail->getHeaders();
if (null !== @($msgid = $headers['message-id'])) {
$hdrs->addTextHeader('Message-Id', $msgid);
}
if (null !== @($in_reply_to = $headers['in-reply-to'])) {
$hdrs->addTextHeader('References', $in_reply_to);
$hdrs->addTextHeader('In-Reply-To', $in_reply_to);
}
$hdrs->addTextHeader('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$hdrs->addTextHeader('Precedence', 'List');
$hdrs->addTextHeader('Auto-Submitted', 'auto-generated');
$mail->setBody($message->getContent());
// Send message attachments with watcher
if (is_array($mime_attachments)) {
foreach ($mime_attachments as $mime_attachment) {
$mail->attach($mime_attachment);
}
}
$result = $mailer->send($mail);
} catch (Exception $e) {
if (!empty($message_id)) {
$fields = array(DAO_MessageNote::MESSAGE_ID => $message_id, DAO_MessageNote::CREATED => time(), DAO_MessageNote::WORKER_ID => 0, DAO_MessageNote::CONTENT => 'Exception thrown while sending watcher email: ' . $e->getMessage(), DAO_MessageNote::TYPE => Model_MessageNote::TYPE_ERROR);
DAO_MessageNote::create($fields);
}
}
}
}
if (isset($columns['IS_ADMIN'])) {
$sql = $datadict->DropColumnSQL('message', 'is_admin');
$datadict->ExecuteSQLArray($sql);
}
if (!isset($columns['IS_OUTGOING'])) {
$sql = $datadict->AddColumnSQL('message', 'is_outgoing I1 DEFAULT 0 NOTNULL');
$datadict->ExecuteSQLArray($sql);
// Gather Helpdesk/Group addresses
try {
$froms = array();
$sql = sprintf("SELECT value FROM setting WHERE setting = %s", $db->qstr(CerberusSettings::DEFAULT_REPLY_FROM));
if (null != ($default_from = $db->GetOne($sql))) {
$froms[$default_from] = 1;
}
if (null != ($group_settings = DAO_GroupSettings::getSettings()) && is_array($group_settings)) {
foreach ($group_settings as $group_id => $gs) {
if (is_array($gs) && isset($gs[DAO_GroupSettings::SETTING_REPLY_FROM])) {
$group_from = $gs[DAO_GroupSettings::SETTING_REPLY_FROM];
if (!empty($group_from)) {
$froms[$group_from] = 1;
}
}
}
}
if (is_array($froms) && !empty($froms)) {
$froms = array_keys($froms);
$sql = sprintf("SELECT id FROM address WHERE email IN ('%s')", implode("','", $froms));
$rs = $db->Execute($sql);
while (!$rs->EOF) {
$address_id = intval($rs->fields['id']);
/**
* Enter description here...
*
* @param CerberusParserMessage $message
* @return integer
*/
public static function parseMessage(CerberusParserMessage $message, $options = array())
{
/*
* options:
* 'no_autoreply'
*/
$logger = DevblocksPlatform::getConsoleLog();
$settings = DevblocksPlatform::getPluginSettingsService();
$helpdesk_senders = CerberusApplication::getHelpdeskSenders();
// Pre-parse mail filters
$pre_filters = Model_PreParseRule::getMatches($message);
if (is_array($pre_filters) && !empty($pre_filters)) {
// Load filter action manifests for reuse
$ext_action_mfts = DevblocksPlatform::getExtensions('cerberusweb.mail_filter.action', false);
// Loop through all matching filters
foreach ($pre_filters as $pre_filter) {
// Do something with matching filter's actions
foreach ($pre_filter->actions as $action_key => $action) {
switch ($action_key) {
case 'blackhole':
return NULL;
break;
case 'redirect':
@($to = $action['to']);
CerberusMail::reflect($message, $to);
return NULL;
break;
case 'bounce':
@($msg = $action['message']);
@($subject = 'Delivery failed: ' . self::fixQuotePrintableString($message->headers['subject']));
// [TODO] Follow the RFC spec on a true bounce
if (null != ($fromAddressInst = CerberusParser::getAddressFromHeaders($message->headers))) {
CerberusMail::quickSend($fromAddressInst->email, $subject, $msg);
}
return NULL;
break;
default:
// Plugin pre-parser filter actions
if (isset($ext_action_mfts[$action_key])) {
if (null != @($ext_action = $ext_action_mfts[$action_key]->createInstance())) {
try {
/* @var $ext_action Extension_MailFilterAction */
$ext_action->run($pre_filter, $message);
} catch (Exception $e) {
}
}
}
break;
}
}
}
}
$headers =& $message->headers;
// From
if (null == ($fromAddressInst = CerberusParser::getAddressFromHeaders($headers))) {
$logger->err("[Parser] 'From' address could not be created.");
return NULL;
}
// To/Cc/Bcc
$to = array();
$sTo = @$headers['to'];
$bIsNew = true;
if (!empty($sTo)) {
// [TODO] Do we still need this RFC address parser?
$to = CerberusParser::parseRfcAddress($sTo);
}
// Subject
// Fix quote printable subject (quoted blocks can appear anywhere in subject)
$sSubject = "";
if (isset($headers['subject']) && !empty($headers['subject'])) {
$sSubject = $headers['subject'];
if (is_array($sSubject)) {
$sSubject = array_shift($sSubject);
}
}
// The subject can still end up empty after QP decode
if (empty($sSubject)) {
$sSubject = "(no subject)";
}
// Date
$iDate = @strtotime($headers['date']);
// If blank, or in the future, set to the current date
if (empty($iDate) || $iDate > time()) {
$iDate = time();
}
// Is banned?
if (1 == $fromAddressInst->is_banned) {
$logger->info("[Parser] Ignoring ticket from banned address: " . $fromAddressInst->email);
return NULL;
}
// Overloadable
$enumSpamTraining = '';
// Message Id / References / In-Reply-To
@($sMessageId = $headers['message-id']);
$body_append_text = array();
$body_append_html = array();
// [mdf]Check attached files before creating the ticket because we may need to overwrite the message-id
// also store any contents of rfc822 files so we can include them after the body
foreach ($message->files as $filename => $file) {
/* @var $file ParserFile */
switch ($file->mime_type) {
case 'message/rfc822':
$full_filename = $file->tmpname;
$mail = mailparse_msg_parse_file($full_filename);
$struct = mailparse_msg_get_structure($mail);
$msginfo = mailparse_msg_get_part_data($mail);
$inline_headers = $msginfo['headers'];
if (isset($headers['from']) && (strtolower(substr($headers['from'], 0, 11)) == 'postmaster@' || strtolower(substr($headers['from'], 0, 14)) == 'mailer-daemon@')) {
$headers['in-reply-to'] = $inline_headers['message-id'];
}
break;
}
}
// [JAS] [TODO] References header may contain multiple message-ids to find
if (null != ($ids = self::findParentMessage($headers))) {
$bIsNew = false;
$id = $ids['ticket_id'];
$msgid = $ids['message_id'];
// Is it a worker reply from an external client? If so, proxy
if (null != ($worker_address = DAO_AddressToWorker::getByAddress($fromAddressInst->email))) {
$logger->info("[Parser] Handling an external worker response from " . $fromAddressInst->email);
if (!DAO_Ticket::isTicketRequester($worker_address->address, $id)) {
// Watcher Commands [TODO] Document on wiki/etc
if (0 != ($matches = preg_match_all("/\\[(.*?)\\]/i", $message->headers['subject'], $commands))) {
@($command = strtolower(array_pop($commands[1])));
$logger->info("[Parser] Worker command: " . $command);
switch ($command) {
case 'close':
DAO_Ticket::updateTicket($id, array(DAO_Ticket::IS_CLOSED => CerberusTicketStatus::CLOSED));
break;
case 'take':
DAO_Ticket::updateTicket($id, array(DAO_Ticket::NEXT_WORKER_ID => $worker_address->worker_id));
break;
case 'comment':
$comment_id = DAO_TicketComment::create(array(DAO_TicketComment::ADDRESS_ID => $fromAddressInst->id, DAO_TicketComment::CREATED => time(), DAO_TicketComment::TICKET_ID => $id, DAO_TicketComment::COMMENT => $message->body));
return $id;
break;
default:
// Typo?
break;
}
}
$attachment_files = array();
$attachment_files['name'] = array();
$attachment_files['type'] = array();
$attachment_files['tmp_name'] = array();
$attachment_files['size'] = array();
$i = 0;
foreach ($message->files as $filename => $file) {
$attachment_files['name'][$i] = $filename;
$attachment_files['type'][$i] = $file->mime_type;
$attachment_files['tmp_name'][$i] = $file->tmpname;
$attachment_files['size'][$i] = $file->file_size;
$i++;
}
CerberusMail::sendTicketMessage(array('message_id' => $msgid, 'content' => $message->body, 'files' => $attachment_files, 'agent_id' => $worker_address->worker_id));
return $id;
} else {
// ... worker is a requester, treat as normal
$logger->info("[Parser] The external worker was a ticket requester, so we're not treating them as a watcher.");
}
} else {
// Reply: Not sent by a worker
/*
* [TODO] check that this sender is a requester on the matched ticket
* Otherwise blank out the $id
*/
}
}
$group_id = 0;
if (empty($id)) {
// New Ticket
$sMask = CerberusApplication::generateTicketMask();
$groups = DAO_Group::getAll();
// Routing new tickets
if (null != ($routing_rules = Model_MailToGroupRule::getMatches($fromAddressInst, $message))) {
if (is_array($routing_rules)) {
foreach ($routing_rules as $rule) {
// Only end up with the last 'move' action (ignore the previous)
if (isset($rule->actions['move'])) {
$group_id = intval($rule->actions['move']['group_id']);
// We don't need to move again when running rule actions
unset($rule->actions['move']);
}
}
}
}
// Make sure the group exists
if (!isset($groups[$group_id])) {
$group_id = null;
}
// Last ditch effort to check for a default group to deliver to
if (empty($group_id)) {
if (null != ($default_team = DAO_Group::getDefaultGroup())) {
$group_id = $default_team->id;
} else {
// Bounce
return null;
}
}
// [JAS] It's important to not set the group_id on the ticket until the messages exist
// or inbox filters will just abort.
$fields = array(DAO_Ticket::MASK => $sMask, DAO_Ticket::SUBJECT => $sSubject, DAO_Ticket::IS_CLOSED => 0, DAO_Ticket::FIRST_WROTE_ID => intval($fromAddressInst->id), DAO_Ticket::LAST_WROTE_ID => intval($fromAddressInst->id), DAO_Ticket::CREATED_DATE => $iDate, DAO_Ticket::UPDATED_DATE => $iDate, DAO_Ticket::LAST_ACTION_CODE => CerberusTicketActionCode::TICKET_OPENED);
$id = DAO_Ticket::createTicket($fields);
// Apply routing actions to our new ticket ID
if (isset($routing_rules) && is_array($routing_rules)) {
foreach ($routing_rules as $rule) {
$rule->run($id);
}
}
}
// [JAS]: Add requesters to the ticket
if (!empty($fromAddressInst->id) && !empty($id)) {
// Don't add a requester if the sender is a helpdesk address
if (isset($helpdesk_senders[$fromAddressInst->email])) {
$logger->info("[Parser] Not adding ourselves as a requester: " . $fromAddressInst->email);
} else {
DAO_Ticket::createRequester($fromAddressInst->id, $id);
}
}
// Add the other TO/CC addresses to the ticket
// [TODO] This should be cleaned up and optimized
if ($settings->get('cerberusweb.core', CerberusSettings::PARSER_AUTO_REQ, 0)) {
@($autoreq_exclude_list = $settings->get('cerberusweb.core', CerberusSettings::PARSER_AUTO_REQ_EXCLUDE, ''));
$destinations = self::getDestinations($headers);
if (is_array($destinations) && !empty($destinations)) {
// Filter out any excluded requesters
if (!empty($autoreq_exclude_list)) {
@($autoreq_exclude = DevblocksPlatform::parseCrlfString($autoreq_exclude_list));
if (is_array($autoreq_exclude) && !empty($autoreq_exclude)) {
foreach ($autoreq_exclude as $excl_pattern) {
$excl_regexp = DevblocksPlatform::parseStringAsRegExp($excl_pattern);
// Check all destinations for this pattern
foreach ($destinations as $idx => $dest) {
if (@preg_match($excl_regexp, $dest)) {
unset($destinations[$idx]);
}
}
}
}
}
foreach ($destinations as $dest) {
if (null != ($destInst = CerberusApplication::hashLookupAddress($dest, true))) {
// Skip if the destination is one of our senders or the matching TO
if (isset($helpdesk_senders[$destInst->email])) {
continue;
}
DAO_Ticket::createRequester($destInst->id, $id);
}
}
}
}
$attachment_path = APP_STORAGE_PATH . '/attachments/';
// [TODO] This should allow external attachments (S3)
$fields = array(DAO_Message::TICKET_ID => $id, DAO_Message::CREATED_DATE => $iDate, DAO_Message::ADDRESS_ID => $fromAddressInst->id);
$email_id = DAO_Message::create($fields);
// Content
DAO_MessageContent::create($email_id, $message->body);
// Headers
foreach ($headers as $hk => $hv) {
DAO_MessageHeader::create($email_id, $hk, $hv);
}
// [mdf] Loop through files to insert attachment records in the db, and move temporary files
if (!empty($email_id)) {
foreach ($message->files as $filename => $file) {
/* @var $file ParserFile */
//[mdf] skip rfc822 messages since we extracted their content above
if ($file->mime_type == 'message/rfc822') {
continue;
}
$fields = array(DAO_Attachment::MESSAGE_ID => $email_id, DAO_Attachment::DISPLAY_NAME => $filename, DAO_Attachment::MIME_TYPE => $file->mime_type, DAO_Attachment::FILE_SIZE => intval($file->file_size));
$file_id = DAO_Attachment::create($fields);
if (empty($file_id)) {
@unlink($file->tmpname);
// remove our temp file
continue;
}
// Make file attachments use buckets so we have a max per directory
$attachment_bucket = sprintf("%03d/", mt_rand(1, 100));
$attachment_file = $file_id;
if (!file_exists($attachment_path . $attachment_bucket)) {
@mkdir($attachment_path . $attachment_bucket, 0770, true);
// [TODO] Needs error checking
}
rename($file->getTempFile(), $attachment_path . $attachment_bucket . $attachment_file);
// [TODO] Split off attachments into its own DAO
DAO_Attachment::update($file_id, array(DAO_Attachment::FILEPATH => $attachment_bucket . $attachment_file));
}
}
// Pre-load custom fields
if (isset($message->custom_fields) && !empty($message->custom_fields)) {
foreach ($message->custom_fields as $cf_id => $cf_val) {
if (is_array($cf_val) && !empty($cf_val) || !is_array($cf_val) && 0 != strlen($cf_val)) {
DAO_CustomFieldValue::setFieldValue('cerberusweb.fields.source.ticket', $id, $cf_id, $cf_val);
}
}
}
// Finalize our new ticket details (post-message creation)
if ($bIsNew && !empty($id) && !empty($email_id)) {
// First thread (needed for anti-spam)
DAO_Ticket::updateTicket($id, array(DAO_Ticket::FIRST_MESSAGE_ID => $email_id));
// Prime the change fields (which a few things like anti-spam might change before we commit)
$change_fields = array(DAO_Ticket::TEAM_ID => $group_id);
$out = CerberusBayes::calculateTicketSpamProbability($id);
if (!empty($group_id)) {
@($spam_threshold = DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_SPAM_THRESHOLD, 80));
@($spam_action = DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_SPAM_ACTION, ''));
@($spam_action_param = DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_SPAM_ACTION_PARAM, ''));
if ($out['probability'] * 100 >= $spam_threshold) {
$enumSpamTraining = CerberusTicketSpamTraining::SPAM;
switch ($spam_action) {
default:
case 0:
// do nothing
break;
case 1:
// delete
$change_fields[DAO_Ticket::IS_CLOSED] = 1;
$change_fields[DAO_Ticket::IS_DELETED] = 1;
break;
case 2:
// move
$buckets = DAO_Bucket::getAll();
// Verify bucket exists
if (!empty($spam_action_param) && isset($buckets[$spam_action_param])) {
$change_fields[DAO_Ticket::TEAM_ID] = $group_id;
$change_fields[DAO_Ticket::CATEGORY_ID] = $spam_action_param;
}
break;
}
}
}
// end spam training
// Save properties
if (!empty($change_fields)) {
DAO_Ticket::updateTicket($id, $change_fields);
}
}
// Reply notifications (new messages are handled by 'move' listener)
if (!$bIsNew) {
// Inbound Reply Event
$eventMgr = DevblocksPlatform::getEventService();
$eventMgr->trigger(new Model_DevblocksEvent('ticket.reply.inbound', array('ticket_id' => $id)));
}
// New ticket processing
if ($bIsNew) {
// Auto reply
@($autoreply_enabled = DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_AUTO_REPLY_ENABLED, 0));
@($autoreply = DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_AUTO_REPLY, ''));
/*
* Send the group's autoreply if one exists, as long as this ticket isn't spam
*/
if (!isset($options['no_autoreply']) && $autoreply_enabled && !empty($autoreply) && $enumSpamTraining != CerberusTicketSpamTraining::SPAM) {
CerberusMail::sendTicketMessage(array('ticket_id' => $id, 'message_id' => $email_id, 'content' => str_replace(array('#ticket_id#', '#mask#', '#subject#', '#timestamp#', '#sender#', '#sender_first#', '#orig_body#'), array($id, $sMask, $sSubject, date('r'), $fromAddressInst->email, $fromAddressInst->first_name, ltrim($message->body)), $autoreply), 'is_autoreply' => true, 'dont_keep_copy' => true));
}
}
// end bIsNew
unset($message);
// Re-open and update our date on new replies
if (!$bIsNew) {
DAO_Ticket::updateTicket($id, array(DAO_Ticket::UPDATED_DATE => time(), DAO_Ticket::IS_WAITING => 0, DAO_Ticket::IS_CLOSED => 0, DAO_Ticket::IS_DELETED => 0, DAO_Ticket::LAST_WROTE_ID => $fromAddressInst->id, DAO_Ticket::LAST_ACTION_CODE => CerberusTicketActionCode::TICKET_CUSTOMER_REPLY));
// [TODO] The TICKET_CUSTOMER_REPLY should be sure of this message address not being a worker
}
@imap_errors();
// Prevent errors from spilling out into STDOUT
return $id;
}
function saveTabBucketsAction()
{
@($team_id = DevblocksPlatform::importGPC($_REQUEST['team_id'], 'integer'));
@($active_worker = CerberusApplication::getActiveWorker());
if (!$active_worker->isTeamManager($team_id) && !$active_worker->is_superuser) {
return;
}
// Inbox assignable
@($inbox_assignable = DevblocksPlatform::importGPC($_REQUEST['inbox_assignable'], 'integer', 0));
DAO_GroupSettings::set($team_id, DAO_GroupSettings::SETTING_INBOX_IS_ASSIGNABLE, intval($inbox_assignable));
//========== BUCKETS
@($ids = DevblocksPlatform::importGPC($_REQUEST['ids'], 'array'));
@($add_str = DevblocksPlatform::importGPC($_REQUEST['add'], 'string'));
@($pos = DevblocksPlatform::importGPC($_REQUEST['pos'], 'array'));
@($names = DevblocksPlatform::importGPC($_REQUEST['names'], 'array'));
@($assignables = DevblocksPlatform::importGPC($_REQUEST['is_assignable'], 'array'));
@($deletes = DevblocksPlatform::importGPC($_REQUEST['deletes'], 'array'));
// Updates
if (!empty($ids)) {
$cats = DAO_Bucket::getList($ids);
foreach ($ids as $idx => $id) {
@($cat = $cats[$id]);
if (is_object($cat)) {
$is_assignable = false === array_search($id, $assignables) ? 0 : 1;
$fields = array(DAO_Bucket::NAME => $names[$idx], DAO_Bucket::POS => intval($pos[$idx]), DAO_Bucket::IS_ASSIGNABLE => intval($is_assignable));
DAO_Bucket::update($id, $fields);
}
}
}
// Adds: Sort and insert team categories
$categories = DevblocksPlatform::parseCrlfString($add_str);
if (is_array($categories)) {
foreach ($categories as $category) {
$cat_id = DAO_Bucket::create($category, $team_id);
}
}
if (!empty($deletes)) {
DAO_Bucket::delete(array_values($deletes));
}
DevblocksPlatform::redirect(new DevblocksHttpResponse(array('groups', $team_id, 'buckets')));
}
function doReplyAction()
{
@($mask = DevblocksPlatform::importGPC($_REQUEST['mask'], 'string', ''));
@($content = DevblocksPlatform::importGPC($_REQUEST['content'], 'string', ''));
$umsession = $this->getSession();
$active_user = $umsession->getProperty('sc_login', null);
if (!$this->allow_logins || empty($active_user)) {
die;
}
// Secure retrieval (address + mask)
list($tickets) = DAO_Ticket::search(array(), array(new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_MASK, '=', $mask), new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_FIRST_WROTE_ID, '=', $active_user->id)), 1, 0, null, null, false);
$ticket = array_shift($tickets);
$messages = DAO_Ticket::getMessagesByTicket($ticket[SearchFields_Ticket::TICKET_ID]);
$last_message = array_pop($messages);
/* @var $last_message CerberusMessage */
$last_message_headers = $last_message->getHeaders();
unset($messages);
// Helpdesk settings
$settings = CerberusSettings::getInstance();
$global_from = $settings->get(CerberusSettings::DEFAULT_REPLY_FROM, null);
// Ticket group settings
$group_id = $ticket[SearchFields_Ticket::TEAM_ID];
@($group_from = DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_REPLY_FROM, ''));
// Headers
$to = !empty($group_from) ? $group_from : $global_from;
@($in_reply_to = $last_message_headers['message-id']);
@($message_id = CerberusApplication::generateMessageId());
$message = new CerberusParserMessage();
$message->headers['from'] = $active_user->email;
$message->headers['to'] = $to;
$message->headers['date'] = gmdate('r');
$message->headers['subject'] = 'Re: ' . $ticket[SearchFields_Ticket::TICKET_SUBJECT];
$message->headers['message-id'] = $message_id;
$message->headers['in-reply-to'] = $in_reply_to;
$message->body = sprintf("%s", $content);
CerberusParser::parseMessage($message, array('no_autoreply' => true));
DevblocksPlatform::setHttpResponse(new DevblocksHttpResponse(array('portal', $this->getPortal(), 'history', $ticket[SearchFields_Ticket::TICKET_MASK])));
}
static function getGroupTotals()
{
$db = DevblocksPlatform::getDatabaseService();
$active_worker = CerberusApplication::getActiveWorker();
$memberships = $active_worker->getMemberships();
if (empty($memberships)) {
return array();
}
// Group Loads
$sql = sprintf("SELECT count(t.id) AS hits, t.team_id, t.category_id " . "FROM ticket t " . "LEFT JOIN category c ON (t.category_id=c.id) " . "WHERE t.is_waiting = 0 AND t.is_closed = 0 AND t.is_deleted = 0 " . "AND t.next_worker_id = 0 " . "AND (c.id IS NULL OR c.is_assignable = 1) " . "GROUP BY t.team_id, c.pos ");
$rs_buckets = $db->Execute($sql);
$group_counts = array();
while (!$rs_buckets->EOF) {
$team_id = intval($rs_buckets->fields['team_id']);
$category_id = intval($rs_buckets->fields['category_id']);
$hits = intval($rs_buckets->fields['hits']);
if (isset($memberships[$team_id])) {
// If the group manager doesn't want this group inbox assignable (default to YES)
if (empty($category_id) && !DAO_GroupSettings::get($team_id, DAO_GroupSettings::SETTING_INBOX_IS_ASSIGNABLE, 1)) {
// ...skip the unassignable inbox
} else {
if (!isset($group_counts[$team_id])) {
$group_counts[$team_id] = array();
}
$group_counts[$team_id][$category_id] = $hits;
@($group_counts[$team_id]['total'] = intval($group_counts[$team_id]['total']) + $hits);
}
}
$rs_buckets->MoveNext();
}
return $group_counts;
}
DAO_GroupSettings::set($dispatch_gid, DAO_GroupSettings::SETTING_SPAM_ACTION_PARAM, $dispatch_spam_bid);
DAO_GroupSettings::set($dispatch_gid, DAO_GroupSettings::SETTING_SPAM_THRESHOLD, '85');
// Support Group
$support_gid = DAO_Group::createTeam(array(DAO_Group::TEAM_NAME => 'Support'));
// Support Spam Bucket
$support_spam_bid = DAO_Bucket::create('Spam', $support_gid);
DAO_GroupSettings::set($support_gid, DAO_GroupSettings::SETTING_SPAM_ACTION, '2');
DAO_GroupSettings::set($support_gid, DAO_GroupSettings::SETTING_SPAM_ACTION_PARAM, $support_spam_bid);
DAO_GroupSettings::set($support_gid, DAO_GroupSettings::SETTING_SPAM_THRESHOLD, '85');
// Sales Group
$sales_gid = DAO_Group::createTeam(array(DAO_Group::TEAM_NAME => 'Sales'));
// Sales Spam Bucket
$sales_spam_bid = DAO_Bucket::create('Spam', $sales_gid);
DAO_GroupSettings::set($sales_gid, DAO_GroupSettings::SETTING_SPAM_ACTION, '2');
DAO_GroupSettings::set($sales_gid, DAO_GroupSettings::SETTING_SPAM_ACTION_PARAM, $sales_spam_bid);
DAO_GroupSettings::set($sales_gid, DAO_GroupSettings::SETTING_SPAM_THRESHOLD, '85');
// Default catchall
DAO_Group::updateTeam($dispatch_gid, array(DAO_Group::IS_DEFAULT => 1));
}
// If this worker doesn't exist, create them
if (null === ($lookup = DAO_Worker::lookupAgentEmail($worker_email))) {
$worker_id = DAO_Worker::create($worker_email, $worker_pass, 'Super', 'User', 'Administrator');
// Superuser bit
$fields = array(DAO_Worker::IS_SUPERUSER => 1);
DAO_Worker::updateAgent($worker_id, $fields);
// Add the worker e-mail to the addresses table
if (!empty($worker_email)) {
DAO_Address::lookupAddress($worker_email, true);
}
// Authorize this e-mail address (watchers, etc.)
DAO_AddressToWorker::assign($worker_email, $worker_id);
private function _sendForwards($event, $is_inbound)
{
@($ticket_id = $event->params['ticket_id']);
@($message_id = $event->params['message_id']);
@($send_worker_id = $event->params['worker_id']);
$ticket = DAO_Ticket::getTicket($ticket_id);
$helpdesk_senders = CerberusApplication::getHelpdeskSenders();
$workers = DAO_Worker::getAllActive();
// [JAS]: Don't send obvious spam to watchers.
if ($ticket->spam_score >= 0.9) {
return true;
}
@($notifications = DAO_WorkerMailForward::getWhere(sprintf("%s = %d", DAO_WorkerMailForward::GROUP_ID, $ticket->team_id)));
// Bail out early if we have no forwards for this group
if (empty($notifications)) {
return;
}
$message = DAO_Ticket::getMessage($message_id);
$headers = $message->getHeaders();
// The whole flipping Swift section needs wrapped to catch exceptions
try {
$settings = CerberusSettings::getInstance();
$reply_to = $settings->get(CerberusSettings::DEFAULT_REPLY_FROM, '');
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM, ''));
if (!empty($group_from)) {
$reply_to = $group_from;
}
}
$sender = DAO_Address::get($message->address_id);
$sender_email = strtolower($sender->email);
$sender_split = explode('@', $sender_email);
if (!is_array($sender_split) || count($sender_split) != 2) {
return;
}
// If return-path is blank
if (isset($headers['return-path']) && $headers['return-path'] == '<>') {
return;
}
// Ignore bounces
if ($sender_split[1] == "postmaster" || $sender_split[1] == "mailer-daemon") {
return;
}
// Ignore autoresponses autoresponses
if (isset($headers['auto-submitted']) && $headers['auto-submitted'] != 'no') {
return;
}
// Headers
//==========
// Build mailing list
$send_to = array();
foreach ($notifications as $n) {
/* @var $n Model_WorkerMailForward */
if (!isset($n->group_id) || !isset($n->bucket_id)) {
continue;
}
// if worker no longer exists or is disabled
if (!isset($workers[$n->worker_id])) {
continue;
}
// Don't allow a worker to usurp a helpdesk address
if (isset($helpdesk_senders[$n->email])) {
continue;
}
if ($n->group_id == $ticket->team_id && ($n->bucket_id == -1 || $n->bucket_id == $ticket->category_id)) {
// Event checking
if ($is_inbound && ($n->event == 'i' || $n->event == 'io') || !$is_inbound && ($n->event == 'o' || $n->event == 'io') || $is_inbound && $n->event == 'r' && $ticket->next_worker_id == $n->worker_id) {
$send_to[$n->email] = true;
}
}
}
// Attachments
$attachments = $message->getAttachments();
$mime_attachments = array();
if (is_array($attachments)) {
foreach ($attachments as $attachment) {
if (0 == strcasecmp($attachment->display_name, 'original_message.html')) {
continue;
}
$attachment_path = APP_STORAGE_PATH . '/attachments/';
// [TODO] This is highly redundant in the codebase
if (!file_exists($attachment_path . $attachment->filepath)) {
continue;
}
$file =& new Swift_File($attachment_path . $attachment->filepath);
$mime_attachments[] =& new Swift_Message_Attachment($file, $attachment->display_name, $attachment->mime_type);
}
}
// Send copies
if (is_array($send_to) && !empty($send_to)) {
$mail_service = DevblocksPlatform::getMailService();
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
foreach ($send_to as $to => $bool) {
// Proxy the message
$rcpt_to = new Swift_RecipientList();
$a_rcpt_to = array();
$mail_from = new Swift_Address($sender->email);
$rcpt_to->addTo($to);
$a_rcpt_to = new Swift_Address($to);
$mail = $mail_service->createMessage();
/* @var $mail Swift_Message */
$mail->setTo($a_rcpt_to);
$mail->setFrom($mail_from);
$mail->setReplyTo($reply_to);
$mail->setReturnPath($reply_to);
$mail->setSubject(sprintf("[%s #%s]: %s", $is_inbound ? 'inbound' : 'outbound', $ticket->mask, $ticket->subject));
if (false !== @($msgid = $headers['message-id'])) {
$mail->headers->set('Message-Id', $msgid);
}
if (false !== @($in_reply_to = $headers['in-reply-to'])) {
$mail->headers->set('References', $in_reply_to);
$mail->headers->set('In-Reply-To', $in_reply_to);
}
$mail->headers->set('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$mail->headers->set('Precedence', 'List');
$mail->headers->set('Auto-Submitted', 'auto-generated');
$mail->attach(new Swift_Message_Part($message->getContent(), 'text/plain', 'base64', LANG_CHARSET_CODE));
// Send message attachments with watcher
if (is_array($mime_attachments)) {
foreach ($mime_attachments as $mime_attachment) {
$mail->attach($mime_attachment);
}
}
$mailer->send($mail, $rcpt_to, $mail_from);
}
}
} catch (Exception $e) {
$fields = array(DAO_MessageNote::MESSAGE_ID => $message_id, DAO_MessageNote::CREATED => time(), DAO_MessageNote::WORKER_ID => 0, DAO_MessageNote::CONTENT => 'Exception thrown while sending watcher email: ' . $e->getMessage(), DAO_MessageNote::TYPE => Model_MessageNote::TYPE_ERROR);
DAO_MessageNote::create($fields);
}
}
function showWorkflowTabAction()
{
$tpl = DevblocksPlatform::getTemplateService();
$tpl->assign('path', $this->_TPL_PATH);
$db = DevblocksPlatform::getDatabaseService();
$visit = CerberusApplication::getVisit();
$translate = DevblocksPlatform::getTranslationService();
// Remember the tab
$visit->set(CerberusVisit::KEY_MAIL_MODE, 'workflow');
$views = array();
// Request path
@($request = DevblocksPlatform::importGPC($_REQUEST['request'], 'string', ''));
$response_path = explode('/', $request);
@array_shift($response_path);
// tickets
@($controller = array_shift($response_path));
// workflow
// Make sure the global URL was for us
if (0 != strcasecmp('workflow', $controller)) {
$response_path = null;
}
$workers = DAO_Worker::getAll();
$tpl->assign('workers', $workers);
$active_worker = CerberusApplication::getActiveWorker();
$groups = DAO_Group::getAll();
$tpl->assign('groups', $groups);
$group_buckets = DAO_Bucket::getTeams();
$tpl->assign('group_buckets', $group_buckets);
$workers = DAO_Worker::getAll();
$tpl->assign('workers', $workers);
$memberships = $active_worker->getMemberships();
// Totals
$group_counts = DAO_WorkflowView::getGroupTotals();
$tpl->assign('group_counts', $group_counts);
// View
$title = $translate->_('mail.overview.all_groups');
$defaults = new C4_AbstractViewModel();
$defaults->class_name = 'C4_TicketView';
$defaults->id = CerberusApplication::VIEW_MAIL_WORKFLOW;
$defaults->name = $title;
$defaults->view_columns = array(SearchFields_Ticket::TICKET_LAST_ACTION_CODE, SearchFields_Ticket::TICKET_UPDATED_DATE, SearchFields_Ticket::TICKET_TEAM_ID, SearchFields_Ticket::TICKET_CATEGORY_ID);
$defaults->renderLimit = 10;
$defaults->renderSortBy = SearchFields_Ticket::TICKET_UPDATED_DATE;
$defaults->renderSortAsc = 0;
$workflowView = C4_AbstractViewLoader::getView(CerberusApplication::VIEW_MAIL_WORKFLOW, $defaults);
$workflowView->renderPage = 0;
// Filter persistence
if (empty($response_path)) {
@($response_path = explode('/', $visit->get(CerberusVisit::KEY_WORKFLOW_FILTER, 'all')));
} else {
// View Filter
$visit->set(CerberusVisit::KEY_WORKFLOW_FILTER, implode('/', $response_path));
}
@($filter = array_shift($response_path));
switch ($filter) {
case 'group':
@($filter_group_id = array_shift($response_path));
$workflowView->params = array(SearchFields_Ticket::TICKET_CLOSED => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_CLOSED, '=', CerberusTicketStatus::OPEN), SearchFields_Ticket::TICKET_WAITING => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_WAITING, '=', 0), SearchFields_Ticket::TICKET_NEXT_WORKER_ID => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_NEXT_WORKER_ID, '=', 0));
if (!is_null($filter_group_id) && isset($groups[$filter_group_id])) {
$tpl->assign('filter_group_id', $filter_group_id);
$title = $groups[$filter_group_id]->name;
$workflowView->params[SearchFields_Ticket::TICKET_TEAM_ID] = new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_TEAM_ID, '=', $filter_group_id);
@($filter_bucket_id = array_shift($response_path));
if (!is_null($filter_bucket_id)) {
$tpl->assign('filter_bucket_id', $filter_bucket_id);
@($title .= ': ' . ($filter_bucket_id == 0 ? $translate->_('common.inbox') : $group_buckets[$filter_group_id][$filter_bucket_id]->name));
$workflowView->params[SearchFields_Ticket::TICKET_CATEGORY_ID] = new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_CATEGORY_ID, '=', $filter_bucket_id);
} else {
$assignable_buckets = DAO_Bucket::getAssignableBuckets($filter_group_id);
$assignable_bucket_ids = array_keys($assignable_buckets);
// Does this manager want the inbox assignable?
if (DAO_GroupSettings::get($filter_group_id, DAO_GroupSettings::SETTING_INBOX_IS_ASSIGNABLE, 1)) {
array_unshift($assignable_bucket_ids, 0);
}
$workflowView->params[SearchFields_Ticket::TICKET_CATEGORY_ID] = new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_CATEGORY_ID, 'in', $assignable_bucket_ids);
}
}
break;
case 'all':
default:
$workflowView->params = array(SearchFields_Ticket::TICKET_CLOSED => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_CLOSED, '=', CerberusTicketStatus::OPEN), SearchFields_Ticket::TICKET_WAITING => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_WAITING, '=', 0), SearchFields_Ticket::TICKET_NEXT_WORKER_ID => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_NEXT_WORKER_ID, '=', 0));
$subparams = array(DevblocksSearchCriteria::GROUP_OR);
if (is_array($memberships)) {
foreach ($memberships as $group_id => $member) {
$assignable_buckets = DAO_Bucket::getAssignableBuckets($group_id);
$assignable_bucket_ids = array_keys($assignable_buckets);
// Does this manager want the inbox assignable?
if (DAO_GroupSettings::get($group_id, DAO_GroupSettings::SETTING_INBOX_IS_ASSIGNABLE, 1)) {
array_unshift($assignable_bucket_ids, 0);
}
// Don't push empty groups into the param stack
if (empty($assignable_bucket_ids)) {
continue;
}
$subparams[] = array(DevblocksSearchCriteria::GROUP_AND, SearchFields_Ticket::TICKET_TEAM_ID => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_TEAM_ID, '=', $group_id), SearchFields_Ticket::TICKET_CATEGORY_ID => new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_CATEGORY_ID, 'in', $assignable_bucket_ids));
}
}
// If we had subgroups from memberships
if (1 < count($subparams)) {
$workflowView->params['tmp_GrpBkt'] = $subparams;
} else {
// We're not in any groups
$workflowView->params[SearchFields_Ticket::TICKET_TEAM_ID] = new DevblocksSearchCriteria(SearchFields_Ticket::TICKET_TEAM_ID, '=', -1);
}
break;
}
$workflowView->name = $title;
C4_AbstractViewLoader::setView($workflowView->id, $workflowView);
$views[] = $workflowView;
$tpl->assign('views', $views);
// Log activity
DAO_Worker::logActivity($active_worker->id, new Model_Activity('activity.mail.workflow', array('<i>' . $workflowView->name . '</i>')));
// ====== Who's Online
$whos_online = DAO_Worker::getAllOnline();
if (!empty($whos_online)) {
$tpl->assign('whos_online', $whos_online);
$tpl->assign('whos_online_count', count($whos_online));
}
$tpl->display('file:' . $this->_TPL_PATH . 'tickets/workflow/index.tpl');
}
static function sendTicketMessage($properties = array())
{
$settings = DevblocksPlatform::getPluginSettingsService();
$helpdesk_senders = CerberusApplication::getHelpdeskSenders();
@($from_addy = $settings->get('cerberusweb.core', CerberusSettings::DEFAULT_REPLY_FROM, $_SERVER['SERVER_ADMIN']));
@($from_personal = $settings->get('cerberusweb.core', CerberusSettings::DEFAULT_REPLY_PERSONAL, ''));
// [TODO] If we still don't have a $from_addy we need a graceful failure.
/*
* [TODO] Move these into constants?
'message_id'
-----'ticket_id'
'subject'
'to'
'cc'
'bcc'
'content'
'files'
'closed'
'ticket_reopen'
'unlock_date'
'bucket_id'
'agent_id',
'is_autoreply',
'dont_send',
'dont_save_copy'
*/
$mail_succeeded = true;
try {
// objects
$mail_service = DevblocksPlatform::getMailService();
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
$mail = $mail_service->createMessage();
// properties
@($reply_message_id = $properties['message_id']);
@($content = $properties['content']);
@($files = $properties['files']);
@($forward_files = $properties['forward_files']);
@($worker_id = $properties['agent_id']);
@($subject = $properties['subject']);
$message = DAO_Ticket::getMessage($reply_message_id);
$message_headers = DAO_MessageHeader::getAll($reply_message_id);
$ticket_id = $message->ticket_id;
$ticket = DAO_Ticket::getTicket($ticket_id);
// [TODO] Check that message|ticket isn't NULL
// If this ticket isn't spam trained and our outgoing message isn't an autoreply
if ($ticket->spam_training == CerberusTicketSpamTraining::BLANK && (!isset($properties['is_autoreply']) || !$properties['is_autoreply'])) {
CerberusBayes::markTicketAsNotSpam($ticket_id);
}
// Allow teams to override the default from/personal
@($group_reply = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM, ''));
@($group_personal = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_PERSONAL, ''));
@($group_personal_with_worker = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_PERSONAL_WITH_WORKER, 0));
if (!empty($group_reply)) {
$from_addy = $group_reply;
}
if (!empty($group_personal)) {
$from_personal = $group_personal;
}
// Prefix the worker name on the personal line?
if (!empty($group_personal_with_worker) && null != ($reply_worker = DAO_Worker::getAgent($worker_id))) {
$from_personal = $reply_worker->getName() . (!empty($from_personal) ? ', ' . $from_personal : "");
}
// Headers
$mail->setFrom(array($from_addy => $from_personal));
$mail->generateId();
$headers = $mail->getHeaders();
$headers->addTextHeader('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
// Subject
if (empty($subject)) {
$subject = $ticket->subject;
}
if (!empty($properties['to'])) {
// forward
$mail->setSubject($subject);
} else {
// reply
@($group_has_subject = intval(DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_SUBJECT_HAS_MASK, 0)));
@($group_subject_prefix = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_SUBJECT_PREFIX, ''));
$prefix = sprintf("[%s#%s] ", !empty($group_subject_prefix) ? $group_subject_prefix . ' ' : '', $ticket->mask);
$mail->setSubject(sprintf('Re: %s%s', $group_has_subject ? $prefix : '', $subject));
}
// References
if (!empty($message) && false !== @($in_reply_to = $message_headers['message-id'])) {
$headers->addTextHeader('References', $in_reply_to);
$headers->addTextHeader('In-Reply-To', $in_reply_to);
}
// Auto-reply handling (RFC-3834 compliant)
if (isset($properties['is_autoreply']) && $properties['is_autoreply']) {
$headers->addTextHeader('Auto-Submitted', 'auto-replied');
if (null == ($first_address = DAO_Address::get($ticket->first_wrote_address_id))) {
return;
}
// Don't send e-mail to ourselves
if (isset($helpdesk_senders[$first_address->email])) {
return;
}
// Make sure we haven't mailed this address an autoreply within 5 minutes
if ($first_address->last_autoreply > 0 && $first_address->last_autoreply > time() - 300) {
return;
}
$first_email = strtolower($first_address->email);
$first_split = explode('@', $first_email);
if (!is_array($first_split) || count($first_split) != 2) {
return;
}
// If return-path is blank
if (isset($message_headers['return-path']) && $message_headers['return-path'] == '<>') {
return;
}
// Ignore bounces
if ($first_split[0] == "postmaster" || $first_split[0] == "mailer-daemon") {
return;
}
// Ignore autoresponses to autoresponses
if (isset($message_headers['auto-submitted']) && $message_headers['auto-submitted'] != 'no') {
return;
}
if (isset($message_headers['precedence']) && ($message_headers['precedence'] == 'list' || $message_headers['precedence'] == 'junk' || ($message_headers['precedence'] = 'bulk'))) {
return;
}
// Set the auto-reply date for this address to right now
DAO_Address::update($ticket->first_wrote_address_id, array(DAO_Address::LAST_AUTOREPLY => time()));
// Auto-reply just to the initial requester
$mail->addTo($first_address->email);
// Not an auto-reply
} else {
// Forwards
if (!empty($properties['to'])) {
$aTo = DevblocksPlatform::parseCsvString(str_replace(';', ',', $properties['to']));
if (is_array($aTo)) {
foreach ($aTo as $to_addy) {
$mail->addTo($to_addy);
}
}
// Replies
} else {
// Recipients
$requesters = DAO_Ticket::getRequestersByTicket($ticket_id);
if (is_array($requesters)) {
foreach ($requesters as $requester) {
/* @var $requester Model_Address */
$mail->addTo($requester->email);
}
}
}
// Ccs
if (!empty($properties['cc'])) {
$aCc = DevblocksPlatform::parseCsvString(str_replace(';', ',', $properties['cc']));
$mail->setCc($aCc);
}
// Bccs
if (!empty($properties['bcc'])) {
$aBcc = DevblocksPlatform::parseCsvString(str_replace(';', ',', $properties['bcc']));
$mail->setBcc($aBcc);
}
}
/*
* [IMPORTANT -- Yes, this is simply a line in the sand.]
* You're welcome to modify the code to meet your needs, but please respect
* our licensing. Buy a legitimate copy to help support the project!
* http://www.cerberusweb.com/
*/
$license = CerberusLicense::getInstance();
if (empty($license) || @empty($license['serial'])) {
$content .= base64_decode("DQoNCi0tLQ0KQ29tYmF0IHNwYW0gYW5kIGltcHJvdmUgcmVzc" . "G9uc2UgdGltZXMgd2l0aCBDZXJiZXJ1cyBIZWxwZGVzayA0LjAhDQpodHRwOi8vd3d3LmNlc" . "mJlcnVzd2ViLmNvbS8NCg");
}
// Body
$mail->setBody($content);
// Mime Attachments
if (is_array($files) && !empty($files)) {
foreach ($files['tmp_name'] as $idx => $file) {
if (empty($file) || empty($files['name'][$idx])) {
continue;
}
$mail->attach(Swift_Attachment::fromPath($file)->setFilename($files['name'][$idx]));
}
}
// Forward Attachments
if (!empty($forward_files) && is_array($forward_files)) {
$attachments_path = APP_STORAGE_PATH . '/attachments/';
foreach ($forward_files as $file_id) {
$attachment = DAO_Attachment::get($file_id);
$attachment_path = $attachments_path . $attachment->filepath;
$mail->attach(Swift_Attachment::fromPath($attachment_path)->setFilename($attachment->display_name));
}
}
if (!DEMO_MODE) {
// If we're not supposed to send
if (isset($properties['dont_send']) && $properties['dont_send']) {
// ...do nothing
} else {
// otherwise send
if (!$mailer->send($mail)) {
$mail_succeeded = false;
throw new Exception('Mail not sent.');
}
}
}
} catch (Exception $e) {
// tag failure, so we can add a note to the message later
$mail_succeeded = false;
}
// Handle post-mail actions
$change_fields = array();
$fromAddressInst = CerberusApplication::hashLookupAddress($from_addy, true);
$fromAddressId = $fromAddressInst->id;
if ((!isset($properties['dont_keep_copy']) || !$properties['dont_keep_copy']) && (!isset($properties['is_autoreply']) || !$properties['is_autoreply'])) {
$change_fields[DAO_Ticket::LAST_WROTE_ID] = $fromAddressId;
$change_fields[DAO_Ticket::UPDATED_DATE] = time();
if (!empty($worker_id)) {
$change_fields[DAO_Ticket::LAST_WORKER_ID] = $worker_id;
$change_fields[DAO_Ticket::LAST_ACTION_CODE] = CerberusTicketActionCode::TICKET_WORKER_REPLY;
}
// Only change the subject if not forwarding
if (!empty($subject) && empty($properties['to'])) {
$change_fields[DAO_Ticket::SUBJECT] = $subject;
}
$fields = array(DAO_Message::TICKET_ID => $ticket_id, DAO_Message::CREATED_DATE => time(), DAO_Message::ADDRESS_ID => $fromAddressId, DAO_Message::IS_OUTGOING => 1, DAO_Message::WORKER_ID => !empty($worker_id) ? $worker_id : 0);
$message_id = DAO_Message::create($fields);
// Content
DAO_MessageContent::create($message_id, $content);
$headers = $mail->getHeaders();
// Headers
foreach ($headers->getAll() as $hdr) {
if (null != ($hdr_val = $hdr->getFieldBody())) {
if (!empty($hdr_val)) {
DAO_MessageHeader::create($message_id, $hdr->getFieldName(), CerberusParser::fixQuotePrintableString($hdr_val));
}
}
}
// Attachments
if (is_array($files) && !empty($files)) {
$attachment_path = APP_STORAGE_PATH . '/attachments/';
reset($files);
foreach ($files['tmp_name'] as $idx => $file) {
if (empty($file) || empty($files['name'][$idx]) || !file_exists($file)) {
continue;
}
$fields = array(DAO_Attachment::MESSAGE_ID => $message_id, DAO_Attachment::DISPLAY_NAME => $files['name'][$idx], DAO_Attachment::MIME_TYPE => $files['type'][$idx], DAO_Attachment::FILE_SIZE => filesize($file));
$file_id = DAO_Attachment::create($fields);
$attachment_bucket = sprintf("%03d/", mt_rand(1, 100));
$attachment_file = $file_id;
if (!file_exists($attachment_path . $attachment_bucket)) {
mkdir($attachment_path . $attachment_bucket, 0775, true);
}
if (!is_writeable($attachment_path . $attachment_bucket)) {
echo "Can't write to bucket " . $attachment_path . $attachment_bucket . "<BR>";
}
copy($file, $attachment_path . $attachment_bucket . $attachment_file);
@unlink($file);
DAO_Attachment::update($file_id, array(DAO_Attachment::FILEPATH => $attachment_bucket . $attachment_file));
}
}
// add note to message if email failed
if ($mail_succeeded === false) {
$fields = array(DAO_MessageNote::MESSAGE_ID => $message_id, DAO_MessageNote::CREATED => time(), DAO_MessageNote::WORKER_ID => 0, DAO_MessageNote::CONTENT => 'Exception thrown while sending email: ' . $e->getMessage(), DAO_MessageNote::TYPE => Model_MessageNote::TYPE_ERROR);
DAO_MessageNote::create($fields);
}
}
// Post-Reply Change Properties
if (isset($properties['closed'])) {
switch ($properties['closed']) {
case 0:
// open
$change_fields[DAO_Ticket::IS_WAITING] = 0;
$change_fields[DAO_Ticket::IS_CLOSED] = 0;
$change_fields[DAO_Ticket::IS_DELETED] = 0;
$change_fields[DAO_Ticket::DUE_DATE] = 0;
break;
case 1:
// closed
$change_fields[DAO_Ticket::IS_WAITING] = 0;
$change_fields[DAO_Ticket::IS_CLOSED] = 1;
$change_fields[DAO_Ticket::IS_DELETED] = 0;
if (isset($properties['ticket_reopen'])) {
@($time = intval(strtotime($properties['ticket_reopen'])));
$change_fields[DAO_Ticket::DUE_DATE] = $time;
}
break;
case 2:
// waiting
$change_fields[DAO_Ticket::IS_WAITING] = 1;
$change_fields[DAO_Ticket::IS_CLOSED] = 0;
$change_fields[DAO_Ticket::IS_DELETED] = 0;
if (isset($properties['ticket_reopen'])) {
@($time = intval(strtotime($properties['ticket_reopen'])));
$change_fields[DAO_Ticket::DUE_DATE] = $time;
}
break;
}
}
// Who should handle the followup?
if (isset($properties['next_worker_id'])) {
$change_fields[DAO_Ticket::NEXT_WORKER_ID] = $properties['next_worker_id'];
}
// Allow anybody to reply after
if (isset($properties['unlock_date']) && !empty($properties['unlock_date'])) {
$unlock = strtotime($properties['unlock_date']);
if (intval($unlock) > 0) {
$change_fields[DAO_Ticket::UNLOCK_DATE] = $unlock;
}
}
// Move
if (!empty($properties['bucket_id'])) {
// [TODO] Use API to move, or fire event
// [TODO] Ensure team/bucket exist
list($team_id, $bucket_id) = CerberusApplication::translateTeamCategoryCode($properties['bucket_id']);
$change_fields[DAO_Ticket::TEAM_ID] = $team_id;
$change_fields[DAO_Ticket::CATEGORY_ID] = $bucket_id;
}
if (!empty($ticket_id) && !empty($change_fields)) {
DAO_Ticket::updateTicket($ticket_id, $change_fields);
}
// Outbound Reply Event (not automated reply, etc.)
if (!empty($worker_id)) {
$eventMgr = DevblocksPlatform::getEventService();
$eventMgr->trigger(new Model_DevblocksEvent('ticket.reply.outbound', array('ticket_id' => $ticket_id, 'worker_id' => $worker_id)));
}
}
private function _handleTicketClosed($event)
{
@($ticket_ids = $event->params['ticket_ids']);
@($changed_fields = $event->params['changed_fields']);
// for anything other than setting is_closed = 1, we don't need to do anything
// also don't send if the ticket is being deleted
if (!isset($changed_fields[DAO_Ticket::IS_CLOSED]) || 1 != $changed_fields[DAO_Ticket::IS_CLOSED] || isset($changed_fields[DAO_Ticket::IS_DELETED]) && 1 == $changed_fields[DAO_Ticket::IS_DELETED]) {
return;
}
$group_settings = DAO_GroupSettings::getSettings();
if (!empty($ticket_ids)) {
$tickets = DAO_Ticket::getTickets($ticket_ids);
foreach ($tickets as $ticket) {
/* @var $ticket CerberusTicket */
if (!isset($group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY_ENABLED])) {
continue;
}
if (1 == $ticket->is_deleted) {
continue;
}
if ($group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY_ENABLED] && !empty($group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY])) {
if (null != ($msg_first = DAO_Ticket::getMessage($ticket->first_message_id))) {
// First sender
$ticket_sender = '';
$ticket_sender_first = '';
if (null != ($sender_first = DAO_Address::get($msg_first->address_id))) {
$ticket_sender = $sender_first->email;
$ticket_sender_first = $sender_first->first_name;
}
// First body
$ticket_body = $msg_first->getContent();
}
CerberusMail::sendTicketMessage(array('ticket_id' => $ticket->id, 'message_id' => $ticket->first_message_id, 'content' => str_replace(array('#ticket_id#', '#mask#', '#subject#', '#timestamp#', '#sender#', '#sender_first#', '#orig_body#'), array($ticket->id, $ticket->mask, $ticket->subject, date('r'), $ticket_sender, $ticket_sender_first, ltrim($ticket_body)), $group_settings[$ticket->team_id][DAO_GroupSettings::SETTING_CLOSE_REPLY]), 'is_autoreply' => false, 'dont_keep_copy' => true));
}
}
}
}
private function _sendForwards($event, $is_inbound)
{
@($ticket_id = $event->params['ticket_id']);
@($send_worker_id = $event->params['worker_id']);
$ticket = DAO_Ticket::getTicket($ticket_id);
// Find all our matching filters
if (false == ($matches = Model_WatcherMailFilter::getMatches($ticket, $is_inbound ? 'mail_incoming' : 'mail_outgoing'))) {
return;
}
// Sanitize and combine all the destination addresses
$notify_emails = $this->_getMailingListFromMatches($matches);
if (empty($notify_emails)) {
return;
}
// [TODO] This could be more efficient
$messages = DAO_Ticket::getMessagesByTicket($ticket_id);
$message = end($messages);
// last message
unset($messages);
$headers = $message->getHeaders();
// The whole flipping Swift section needs wrapped to catch exceptions
try {
$settings = CerberusSettings::getInstance();
$reply_to = $settings->get(CerberusSettings::DEFAULT_REPLY_FROM, '');
// See if we need a group-specific reply-to
if (!empty($ticket->team_id)) {
@($group_from = DAO_GroupSettings::get($ticket->team_id, DAO_GroupSettings::SETTING_REPLY_FROM, ''));
if (!empty($group_from)) {
$reply_to = $group_from;
}
}
$sender = DAO_Address::get($message->address_id);
$sender_email = strtolower($sender->email);
$sender_split = explode('@', $sender_email);
if (!is_array($sender_split) || count($sender_split) != 2) {
return;
}
// If return-path is blank
if (isset($headers['return-path']) && $headers['return-path'] == '<>') {
return;
}
// Ignore bounces
if ($sender_split[0] == "postmaster" || $sender_split[0] == "mailer-daemon") {
return;
}
// Ignore autoresponses autoresponses
if (isset($headers['auto-submitted']) && $headers['auto-submitted'] != 'no') {
return;
}
// Attachments
$attachments = $message->getAttachments();
$mime_attachments = array();
if (is_array($attachments)) {
foreach ($attachments as $attachment) {
if (0 == strcasecmp($attachment->display_name, 'original_message.html')) {
continue;
}
$attachment_path = APP_STORAGE_PATH . '/attachments/';
// [TODO] This is highly redundant in the codebase
if (!file_exists($attachment_path . $attachment->filepath)) {
continue;
}
$file =& new Swift_File($attachment_path . $attachment->filepath);
$mime_attachments[] =& new Swift_Message_Attachment($file, $attachment->display_name, $attachment->mime_type);
}
}
// Send copies
if (is_array($notify_emails) && !empty($notify_emails)) {
$mail_service = DevblocksPlatform::getMailService();
$mailer = $mail_service->getMailer(CerberusMail::getMailerDefaults());
foreach ($notify_emails as $to) {
// Proxy the message
$rcpt_to = new Swift_RecipientList();
$a_rcpt_to = array();
$mail_from = new Swift_Address($sender->email);
$rcpt_to->addTo($to);
$a_rcpt_to = new Swift_Address($to);
$mail = $mail_service->createMessage();
/* @var $mail Swift_Message */
$mail->setTo($a_rcpt_to);
$mail->setFrom($mail_from);
$mail->setReplyTo($reply_to);
$mail->setReturnPath($reply_to);
$mail->setSubject(sprintf("[%s #%s]: %s", $is_inbound ? 'inbound' : 'outbound', $ticket->mask, $ticket->subject));
if (false !== @($msgid = $headers['message-id'])) {
$mail->headers->set('Message-Id', $msgid);
}
if (false !== @($in_reply_to = $headers['in-reply-to'])) {
$mail->headers->set('References', $in_reply_to);
$mail->headers->set('In-Reply-To', $in_reply_to);
}
$mail->headers->set('X-Mailer', 'Cerberus Helpdesk (Build ' . APP_BUILD . ')');
$mail->headers->set('Precedence', 'List');
$mail->headers->set('Auto-Submitted', 'auto-generated');
$mail->attach(new Swift_Message_Part($message->getContent(), 'text/plain', 'base64', LANG_CHARSET_CODE));
// Send message attachments with watcher
if (is_array($mime_attachments)) {
foreach ($mime_attachments as $mime_attachment) {
$mail->attach($mime_attachment);
}
}
$mailer->send($mail, $rcpt_to, $mail_from);
}
}
} catch (Exception $e) {
$fields = array(DAO_MessageNote::MESSAGE_ID => $message_id, DAO_MessageNote::CREATED => time(), DAO_MessageNote::WORKER_ID => 0, DAO_MessageNote::CONTENT => 'Exception thrown while sending watcher email: ' . $e->getMessage(), DAO_MessageNote::TYPE => Model_MessageNote::TYPE_ERROR);
DAO_MessageNote::create($fields);
}
}
