Ejemplo n.º 1
0
 /**
  * Creates a new issue from an email if appropriate. Also returns if this message is related
  * to a previous message.
  *
  * @param   array   $info An array of info about the email account.
  * @param   string  $headers The headers of the email.
  * @param   string  $message_body The body of the message.
  * @param   string  $date The date this message was sent
  * @param   string  $from The name and email address of the sender.
  * @param   string  $subject The subject of this message.
  * @param   array   $to An array of to addresses
  * @param   array   $cc An array of cc addresses
  * @return  array   An array of information about the message
  */
 public function createIssueFromEmail($info, $headers, $message_body, $date, $from, $subject, $to, $cc)
 {
     $should_create_issue = false;
     $issue_id = '';
     $associate_email = '';
     $type = 'email';
     $parent_id = '';
     $customer_id = false;
     $contact_id = false;
     $contract_id = false;
     $severity = false;
     // we can't trust the in-reply-to from the imap c-client, so let's
     // try to manually parse that value from the full headers
     $references = Mail_Helper::getAllReferences($headers);
     $message_id = Mail_Helper::getMessageID($headers, $message_body);
     $workflow = Workflow::getIssueIDforNewEmail($info['ema_prj_id'], $info, $headers, $message_body, $date, $from, $subject, $to, $cc);
     if (is_array($workflow)) {
         if (isset($workflow['customer_id'])) {
             $customer_id = $workflow['customer_id'];
         }
         if (isset($workflow['contract_id'])) {
             $contract_id = $workflow['contract_id'];
         }
         if (isset($workflow['contact_id'])) {
             $contact_id = $workflow['contact_id'];
         }
         if (isset($workflow['severity'])) {
             $severity = $workflow['severity'];
         }
         if (isset($workflow['should_create_issue'])) {
             $should_create_issue = $workflow['should_create_issue'];
         } else {
             $should_create_issue = true;
         }
     } elseif ($workflow == 'new') {
         $should_create_issue = true;
     } elseif (is_numeric($workflow)) {
         $issue_id = $workflow;
     } else {
         $setup = Setup::load();
         if (@$setup['subject_based_routing']['status'] == 'enabled') {
             // Look for issue ID in the subject line
             // look for [#XXXX] in the subject line
             if (preg_match("/\\[#(\\d+)\\]( Note| BLOCKED)*/", $subject, $matches)) {
                 $should_create_issue = false;
                 $issue_id = $matches[1];
                 if (!Issue::exists($issue_id, false)) {
                     $issue_id = '';
                 } elseif (!empty($matches[2])) {
                     $type = 'note';
                 }
             } else {
                 $should_create_issue = true;
             }
         } else {
             // - if this email is a reply:
             if (count($references) > 0) {
                 foreach ($references as $reference_msg_id) {
                     //  -> check if the replied email exists in the database:
                     if (Note::exists($reference_msg_id)) {
                         // note exists
                         // get what issue it belongs too.
                         $issue_id = Note::getIssueByMessageID($reference_msg_id);
                         $should_create_issue = false;
                         $type = 'note';
                         $parent_id = Note::getIDByMessageID($reference_msg_id);
                         break;
                     } elseif (self::exists($reference_msg_id) || Issue::getIssueByRootMessageID($reference_msg_id) != false) {
                         // email or issue exists
                         $issue_id = self::getIssueByMessageID($reference_msg_id);
                         if (empty($issue_id)) {
                             $issue_id = Issue::getIssueByRootMessageID($reference_msg_id);
                         }
                         if (empty($issue_id)) {
                             // parent email isn't associated with issue.
                             //      --> create new issue, associate current email and replied email to this issue
                             $should_create_issue = true;
                             $associate_email = $reference_msg_id;
                         } else {
                             // parent email is associated with issue:
                             //      --> associate current email with existing issue
                             $should_create_issue = false;
                         }
                         break;
                     } else {
                         //  no matching note, email or issue:
                         //    => create new issue and associate current email with it
                         $should_create_issue = true;
                     }
                 }
             } else {
                 // - if this email is not a reply:
                 //  -> create new issue and associate current email with it
                 $should_create_issue = true;
             }
         }
     }
     $sender_email = Mail_Helper::getEmailAddress($from);
     if (Misc::isError($sender_email)) {
         $sender_email = 'Error Parsing Email <>';
     }
     // only create a new issue if this email is coming from a known customer
     if ($should_create_issue && $info['ema_issue_auto_creation_options']['only_known_customers'] == 'yes' && CRM::hasCustomerIntegration($info['ema_prj_id']) && !$customer_id) {
         try {
             $crm = CRM::getInstance($info['ema_prj_id']);
             $should_create_issue = true;
         } catch (CRMException $e) {
             $should_create_issue = false;
         }
     }
     // check whether we need to create a new issue or not
     if ($info['ema_issue_auto_creation'] == 'enabled' && $should_create_issue && !Notification::isBounceMessage($sender_email)) {
         $options = Email_Account::getIssueAutoCreationOptions($info['ema_id']);
         Auth::createFakeCookie(APP_SYSTEM_USER_ID, $info['ema_prj_id']);
         $issue_id = Issue::createFromEmail($info['ema_prj_id'], APP_SYSTEM_USER_ID, $from, Mime_Helper::decodeQuotedPrintable($subject), $message_body, @$options['category'], @$options['priority'], @$options['users'], $date, $message_id, $severity, $customer_id, $contact_id, $contract_id);
         // add sender to authorized repliers list if they are not a real user
         $sender_usr_id = User::getUserIDByEmail($sender_email, true);
         if (empty($sender_usr_id)) {
             Authorized_Replier::manualInsert($issue_id, $sender_email, false);
         }
         // associate any existing replied-to email with this new issue
         if (!empty($associate_email) && !empty($reference_issue_id)) {
             $reference_sup_id = self::getIDByMessageID($associate_email);
             self::associate(APP_SYSTEM_USER_ID, $issue_id, array($reference_sup_id));
         }
     }
     // need to check crm for customer association
     if (!empty($from)) {
         if (CRM::hasCustomerIntegration($info['ema_prj_id']) && !$customer_id) {
             // check for any customer contact association
             try {
                 $crm = CRM::getInstance($info['ema_prj_id']);
                 $contact = $crm->getContactByEmail($sender_email);
                 $contact_id = $contact->getContactID();
                 $contracts = $contact->getContracts(array(CRM_EXCLUDE_EXPIRED));
                 $contract = $contracts[0];
                 $customer_id = $contract->getCustomerID();
             } catch (CRMException $e) {
                 $customer_id = null;
                 $contact_id = null;
             }
         }
     }
     return array('should_create_issue' => $should_create_issue, 'associate_email' => $associate_email, 'issue_id' => $issue_id, 'customer_id' => $customer_id, 'contact_id' => $contact_id, 'type' => $type, 'parent_id' => $parent_id);
 }