Example #1
0
File: App.php Project: Hildy/cerb5
 function showTab()
 {
     @($ticket_id = DevblocksPlatform::importGPC($_REQUEST['ticket_id'], 'integer', 0));
     $tpl = DevblocksPlatform::getTemplateService();
     $tpl_path = dirname(dirname(__FILE__)) . '/templates/';
     $tpl->assign('path', $tpl_path);
     $ticket = DAO_Ticket::getTicket($ticket_id);
     $tpl->assign('ticket_id', $ticket_id);
     $tpl->assign('ticket', $ticket);
     // Receate the original spam decision
     $words = DevblocksPlatform::parseCsvString($ticket->interesting_words);
     $words = DAO_Bayes::lookupWordIds($words);
     // Calculate word probabilities
     foreach ($words as $idx => $word) {
         /* @var $word CerberusBayesWord */
         $word->probability = CerberusBayes::calculateWordProbability($word);
     }
     $tpl->assign('words', $words);
     // Determine what the spam probability would be if the decision was made right now
     $analysis = CerberusBayes::calculateTicketSpamProbability($ticket_id, true);
     $tpl->assign('analysis', $analysis);
     $tpl->display('file:' . $tpl_path . 'ticket_tab/index.tpl');
 }
Example #2
0
 /**
  * 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 $id;
 }
Example #3
0
 function updatePropertiesAction()
 {
     @($id = DevblocksPlatform::importGPC($_REQUEST['id']));
     // ticket id
     @($closed = DevblocksPlatform::importGPC($_REQUEST['closed'], 'integer', 0));
     @($spam = DevblocksPlatform::importGPC($_REQUEST['spam'], 'integer', 0));
     @($deleted = DevblocksPlatform::importGPC($_REQUEST['deleted'], 'integer', 0));
     @($bucket = DevblocksPlatform::importGPC($_REQUEST['bucket_id'], 'string'));
     @($next_worker_id = DevblocksPlatform::importGPC($_REQUEST['next_worker_id'], 'integer', 0));
     @($unlock_date = DevblocksPlatform::importGPC($_REQUEST['unlock_date'], 'integer', 0));
     @($ticket = DAO_Ticket::getTicket($id));
     // Anti-Spam
     if (!empty($spam)) {
         CerberusBayes::markTicketAsSpam($id);
         // [mdf] if the spam button was clicked override the default params for deleted/closed
         $closed = 1;
         $deleted = 1;
     }
     $categories = DAO_Bucket::getAll();
     // Properties
     $properties = array(DAO_Ticket::IS_CLOSED => intval($closed), DAO_Ticket::IS_DELETED => intval($deleted));
     // Undeleting?
     if (empty($spam) && empty($closed) && empty($deleted) && $ticket->spam_training == CerberusTicketSpamTraining::SPAM && $ticket->is_closed) {
         $score = CerberusBayes::calculateTicketSpamProbability($id);
         $properties[DAO_Ticket::SPAM_SCORE] = $score['probability'];
         $properties[DAO_Ticket::SPAM_TRAINING] = CerberusTicketSpamTraining::BLANK;
     }
     // Team/Category
     if (!empty($bucket)) {
         list($team_id, $bucket_id) = CerberusApplication::translateTeamCategoryCode($bucket);
         if (!empty($team_id)) {
             $properties[DAO_Ticket::TEAM_ID] = $team_id;
             $properties[DAO_Ticket::CATEGORY_ID] = $bucket_id;
         }
     }
     if ($next_worker_id != $ticket->next_worker_id) {
         $properties[DAO_Ticket::NEXT_WORKER_ID] = $next_worker_id;
     }
     // Reset the unlock date (next worker "until")
     $properties[DAO_Ticket::UNLOCK_DATE] = $unlock_date;
     DAO_Ticket::updateTicket($id, $properties);
     DevblocksPlatform::setHttpResponse(new DevblocksHttpResponse(array('display', $id)));
 }
Example #4
0
 /**
  * @param integer[] $ticket_ids
  */
 function run($ticket_ids)
 {
     $fields = array();
     $field_values = array();
     $groups = DAO_Group::getAll();
     $buckets = DAO_Bucket::getAll();
     $workers = DAO_Worker::getAll();
     $custom_fields = DAO_CustomField::getAll();
     // actions
     if (is_array($this->actions)) {
         foreach ($this->actions as $action => $params) {
             switch ($action) {
                 case 'status':
                     if (isset($params['is_waiting'])) {
                         $fields[DAO_Ticket::IS_WAITING] = intval($params['is_waiting']);
                     }
                     if (isset($params['is_closed'])) {
                         $fields[DAO_Ticket::IS_CLOSED] = intval($params['is_closed']);
                     }
                     if (isset($params['is_deleted'])) {
                         $fields[DAO_Ticket::IS_DELETED] = intval($params['is_deleted']);
                     }
                     break;
                 case 'assign':
                     if (isset($params['worker_id'])) {
                         $w_id = intval($params['worker_id']);
                         if (0 == $w_id || isset($workers[$w_id])) {
                             $fields[DAO_Ticket::NEXT_WORKER_ID] = $w_id;
                         }
                     }
                     break;
                 case 'move':
                     if (isset($params['group_id']) && isset($params['bucket_id'])) {
                         $g_id = intval($params['group_id']);
                         $b_id = intval($params['bucket_id']);
                         if (isset($groups[$g_id]) && (0 == $b_id || isset($buckets[$b_id]))) {
                             $fields[DAO_Ticket::TEAM_ID] = $g_id;
                             $fields[DAO_Ticket::CATEGORY_ID] = $b_id;
                         }
                     }
                     break;
                 case 'spam':
                     if (isset($params['is_spam'])) {
                         if (intval($params['is_spam'])) {
                             foreach ($ticket_ids as $ticket_id) {
                                 CerberusBayes::markTicketAsSpam($ticket_id);
                             }
                         } else {
                             foreach ($ticket_ids as $ticket_id) {
                                 CerberusBayes::markTicketAsNotSpam($ticket_id);
                             }
                         }
                     }
                     break;
                 default:
                     // Custom fields
                     if (substr($action, 0, 3) == "cf_") {
                         $field_id = intval(substr($action, 3));
                         if (!isset($custom_fields[$field_id]) || !isset($params['value'])) {
                             break;
                         }
                         $field_values[$field_id] = $params;
                     }
                     break;
             }
         }
     }
     if (!empty($ticket_ids)) {
         if (!empty($fields)) {
             DAO_Ticket::updateTicket($ticket_ids, $fields);
         }
         // Custom Fields
         C4_AbstractView::_doBulkSetCustomFields(ChCustomFieldSource_Ticket::ID, $field_values, $ticket_ids);
     }
 }
Example #5
0
 function viewSpamTicketsAction()
 {
     @($view_id = DevblocksPlatform::importGPC($_REQUEST['view_id'], 'string'));
     @($ticket_ids = DevblocksPlatform::importGPC($_REQUEST['ticket_id'], 'array'));
     $fields = array(DAO_Ticket::IS_CLOSED => 1, DAO_Ticket::IS_DELETED => 1);
     //====================================
     // Undo functionality
     $last_action = new Model_TicketViewLastAction();
     $last_action->action = Model_TicketViewLastAction::ACTION_SPAM;
     if (is_array($ticket_ids)) {
         foreach ($ticket_ids as $ticket_id) {
             //            CerberusBayes::calculateTicketSpamProbability($ticket_id); // [TODO] Ugly (optimize -- use the 'interesting_words' to do a word bayes spam score?
             $last_action->ticket_ids[$ticket_id] = array(DAO_Ticket::SPAM_TRAINING => CerberusTicketSpamTraining::BLANK, DAO_Ticket::SPAM_SCORE => 0.5, DAO_Ticket::IS_CLOSED => 0, DAO_Ticket::IS_DELETED => 0);
         }
     }
     $last_action->action_params = $fields;
     C4_TicketView::setLastAction($view_id, $last_action);
     //====================================
     // {TODO] Batch
     if (!empty($ticket_ids)) {
         foreach ($ticket_ids as $id) {
             CerberusBayes::markTicketAsSpam($id);
         }
     }
     DAO_Ticket::updateTicket($ticket_ids, $fields);
     $view = C4_AbstractViewLoader::getView($view_id);
     $view->render();
     return;
 }
Example #6
0
File: Mail.php Project: Hildy/cerb5
 static function sendTicketMessage($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)));
     }
 }