/** * Method used to close off an issue. * * @param integer $usr_id The user ID * @param integer $issue_id The issue ID * @param bool $send_notification Whether to send a notification about this action or not * @param integer $resolution_id The resolution ID * @param integer $status_id The status ID * @param string $reason The reason for closing this issue * @param string $send_notification_to Who this notification should be sent too * @return integer 1 if the update worked, -1 otherwise */ public static function close($usr_id, $issue_id, $send_notification, $resolution_id, $status_id, $reason, $send_notification_to = 'internal') { $usr_id = (int) $usr_id; $issue_id = (int) $issue_id; $resolution_id = (int) $resolution_id; $status_id = (int) $status_id; $params = array('iss_updated_date' => Date_Helper::getCurrentDateGMT(), 'iss_last_public_action_date' => Date_Helper::getCurrentDateGMT(), 'iss_last_public_action_type' => 'closed', 'iss_closed_date' => Date_Helper::getCurrentDateGMT(), 'iss_sta_id' => $status_id); if (!empty($resolution_id)) { $params['iss_res_id'] = $resolution_id; } $stmt = 'UPDATE {{%issue}} SET ' . DB_Helper::buildSet($params) . ' WHERE iss_id=?'; $params[] = $issue_id; try { DB_Helper::getInstance()->query($stmt, $params); } catch (DbException $e) { return -1; } $prj_id = self::getProjectID($issue_id); // record the change History::add($issue_id, $usr_id, 'issue_closed', "Issue updated to status '{status}' by {user}", array('status' => Status::getStatusTitle($status_id), 'user' => User::getFullName($usr_id))); if ($send_notification_to == 'all') { $from = User::getFromHeader($usr_id); $message_id = User::getFromHeader($usr_id); $full_email = Support::buildFullHeaders($issue_id, $message_id, $from, '', '', 'Issue closed comments', $reason, ''); $structure = Mime_Helper::decode($full_email, true, false); $email = array('ema_id' => Email_Account::getEmailAccount(self::getProjectID($issue_id)), 'issue_id' => $issue_id, 'message_id' => $message_id, 'date' => Date_Helper::getCurrentDateGMT(), 'subject' => 'Issue closed comments', 'from' => $from, 'has_attachment' => 0, 'body' => $reason, 'full_email' => $full_email, 'headers' => $structure->headers); $sup_id = null; Support::insertEmail($email, $structure, $sup_id, true); $ids = $sup_id; } else { // add note with the reason to close the issue $_POST['title'] = 'Issue closed comments'; $_POST['note'] = $reason; Note::insertFromPost($usr_id, $issue_id, false, true, true, $send_notification); $ids = false; } if ($send_notification) { if (CRM::hasCustomerIntegration($prj_id)) { $crm = CRM::getInstance($prj_id); // send a special confirmation email when customer issues are closed $stmt = 'SELECT iss_customer_contact_id FROM {{%issue}} WHERE iss_id=?'; $customer_contact_id = DB_Helper::getInstance()->getOne($stmt, array($issue_id)); if (!empty($customer_contact_id)) { try { $contact = $crm->getContact($customer_contact_id); $contact->notifyIssueClosed($issue_id, $reason); } catch (CRMException $e) { } } } // send notifications for the issue being closed Notification::notify($issue_id, 'closed', $ids); } Workflow::handleIssueClosed($prj_id, $issue_id, $send_notification, $resolution_id, $status_id, $reason, $usr_id); return 1; }
/** * Check if this email needs to be blocked and if so, block it. * * */ public static function blockEmailIfNeeded($email) { if (empty($email['issue_id'])) { return false; } $issue_id = $email['issue_id']; $prj_id = Issue::getProjectID($issue_id); $sender_email = strtolower(Mail_Helper::getEmailAddress($email['from'])); list($text_headers, $body) = Mime_Helper::splitHeaderBody($email['full_email']); if (Mail_Helper::isVacationAutoResponder($email['headers']) || Notification::isBounceMessage($sender_email) || !self::isAllowedToEmail($issue_id, $sender_email)) { // add the message body as a note $_POST = array('full_message' => $email['full_email'], 'title' => @$email['headers']['subject'], 'note' => Mail_Helper::getCannedBlockedMsgExplanation($issue_id) . $email['body'], 'message_id' => Mail_Helper::getMessageID($text_headers, $body)); // avoid having this type of message re-open the issue if (Mail_Helper::isVacationAutoResponder($email['headers'])) { $closing = true; $notify = false; } else { $closing = false; $notify = true; } $res = Note::insertFromPost(Auth::getUserID(), $issue_id, $email['headers']['from'], false, $closing, $notify, true); // associate the email attachments as internal-only files on this issue if ($res != -1) { self::extractAttachments($issue_id, $email['full_email'], true, $res); } $_POST['issue_id'] = $issue_id; $_POST['from'] = $sender_email; // avoid having this type of message re-open the issue if (Mail_Helper::isVacationAutoResponder($email['headers'])) { $email_type = 'vacation-autoresponder'; } else { $email_type = 'routed'; } Workflow::handleBlockedEmail($prj_id, $issue_id, $_POST, $email_type); // try to get usr_id of sender, if not, use system account $usr_id = User::getUserIDByEmail(Mail_Helper::getEmailAddress($email['from']), true); if (!$usr_id) { $usr_id = APP_SYSTEM_USER_ID; } History::add($issue_id, $usr_id, 'email_blocked', "Email from '{from}' blocked", array('from' => $email['from'])); return true; } return false; }
} elseif ($_POST['target'] == 'reference') { $res = Support::associateEmail(Auth::getUserID(), $_POST['issue_id'], $_POST['item']); if ($res == 1) { Workflow::handleManualEmailAssociation(Issue::getProjectID($_POST['issue_id']), $_POST['issue_id']); } $tpl->assign('associate_result', $res); } else { foreach ($_POST['item'] as $item) { $email = Support::getEmailDetails(Email_Account::getAccountByEmail($item), $item); // add the message body as a note $_POST['full_message'] = $email['seb_full_email']; $_POST['title'] = $email['sup_subject']; $_POST['note'] = $email['seb_body']; // XXX: probably broken to use the current logged in user as the 'owner' of // XXX: this new note, but that's how it was already $res = Note::insertFromPost(Auth::getUserID(), $_POST['issue_id'], false, true, false, true, true); // remove the associated email if ($res) { list($_POST['from']) = Support::getSender(array($item)); Workflow::handleBlockedEmail(Issue::getProjectID($_POST['issue_id']), $_POST['issue_id'], $_POST, 'associated'); Support::removeEmail($item); } } $tpl->assign('associate_result', $res); } @$tpl->assign('total_emails', count($_POST['item'])); } else { @$tpl->assign('emails', $_GET['item']); @$tpl->assign('total_emails', count($_GET['item'])); $prj_id = Issue::getProjectID($_GET['issue_id']); if (CRM::hasCustomerIntegration($prj_id)) {
/** * Method used to get the information about a specific message * from a given mailbox. * * XXX this function does more than that. * * @param resource $mbox The mailbox * @param array $info The support email account information * @param integer $num The index of the message * @return void */ public static function getEmailInfo($mbox, $info, $num) { AuthCookie::setAuthCookie(APP_SYSTEM_USER_ID); // check if the current message was already seen if ($info['ema_get_only_new']) { list($overview) = @imap_fetch_overview($mbox, $num); if ($overview->seen || $overview->deleted || $overview->answered) { return; } } $email = @imap_headerinfo($mbox, $num); $headers = imap_fetchheader($mbox, $num); $body = imap_body($mbox, $num); // check for mysterious blank messages if (empty($body) and empty($headers)) { // XXX do some error reporting? return; } $message_id = Mail_Helper::getMessageID($headers, $body); $message = $headers . $body; // we don't need $body anymore -- free memory unset($body); // if message_id already exists, return immediately -- nothing to do if (self::exists($message_id) || Note::exists($message_id)) { return; } $structure = Mime_Helper::decode($message, true, true); $message_body = $structure->body; if (Mime_Helper::hasAttachments($structure)) { $has_attachments = 1; } else { $has_attachments = 0; } // pass in $email by reference so it can be modified $workflow = Workflow::preEmailDownload($info['ema_prj_id'], $info, $mbox, $num, $message, $email, $structure); if ($workflow === -1) { return; } // route emails if necessary if ($info['ema_use_routing'] == 1) { $setup = Setup::get(); // we create addresses array so it can be reused $addresses = array(); if (isset($email->to)) { foreach ($email->to as $address) { $addresses[] = $address->mailbox . '@' . $address->host; } } if (isset($email->cc)) { foreach ($email->cc as $address) { $addresses[] = $address->mailbox . '@' . $address->host; } } if ($setup['email_routing']['status'] == 'enabled') { $res = Routing::getMatchingIssueIDs($addresses, 'email'); if ($res != false) { $return = Routing::route_emails($message); if ($return === true) { self::deleteMessage($info, $mbox, $num); return; } // TODO: handle errors? return; } } if ($setup['note_routing']['status'] == 'enabled') { $res = Routing::getMatchingIssueIDs($addresses, 'note'); if ($res != false) { $return = Routing::route_notes($message); // if leave copy of emails on IMAP server is off we can // bounce on note that user had no permission to write // here. // otherwise proper would be to create table - // eventum_bounce: bon_id, bon_message_id, bon_error if ($info['ema_leave_copy']) { if ($return === true) { self::deleteMessage($info, $mbox, $num); } } else { if ($return !== true) { // in case of error, create bounce, but still // delete email not to send bounce in next process :) self::bounceMessage($email, $return); } self::deleteMessage($info, $mbox, $num); } return; } } if ($setup['draft_routing']['status'] == 'enabled') { $res = Routing::getMatchingIssueIDs($addresses, 'draft'); if ($res != false) { $return = Routing::route_drafts($message); // if leave copy of emails on IMAP server is off we can // bounce on note that user had no permission to write // here. // otherwise proper would be to create table - // eventum_bounce: bon_id, bon_message_id, bon_error if ($info['ema_leave_copy']) { if ($return === true) { self::deleteMessage($info, $mbox, $num); } } else { if ($return !== true) { // in case of error, create bounce, but still // delete email not to send bounce in next process :) self::bounceMessage($email, $return); } self::deleteMessage($info, $mbox, $num); } return; } } // TODO: // disabling return here allows routing and issue auto creating from same account // but it will download email store it in database and do nothing // with it if it does not match support@ address. //return; } $sender_email = Mail_Helper::getEmailAddress($email->fromaddress); if (Misc::isError($sender_email)) { $sender_email = 'Error Parsing Email <>'; } $t = array('ema_id' => $info['ema_id'], 'message_id' => $message_id, 'date' => Date_Helper::convertDateGMTByTS($email->udate), 'from' => $sender_email, 'to' => @$structure->headers['to'], 'cc' => @$structure->headers['cc'], 'subject' => @$structure->headers['subject'], 'body' => @$message_body, 'full_email' => @$message, 'has_attachment' => $has_attachments, 'headers' => @$structure->headers); $subject = Mime_Helper::decodeQuotedPrintable(@$structure->headers['subject']); $should_create_array = self::createIssueFromEmail($info, $headers, $message_body, $t['date'], $sender_email, $subject, $t['to'], $t['cc']); $should_create_issue = $should_create_array['should_create_issue']; if (!empty($should_create_array['issue_id'])) { $t['issue_id'] = $should_create_array['issue_id']; // figure out if we should change to a different email account $iss_prj_id = Issue::getProjectID($t['issue_id']); if ($info['ema_prj_id'] != $iss_prj_id) { $new_ema_id = Email_Account::getEmailAccount($iss_prj_id); if (!empty($new_ema_id)) { $t['ema_id'] = $new_ema_id; } } } if (!empty($should_create_array['customer_id'])) { $t['customer_id'] = $should_create_array['customer_id']; } if (empty($t['issue_id'])) { $t['issue_id'] = 0; } else { $prj_id = Issue::getProjectID($t['issue_id']); AuthCookie::setAuthCookie(APP_SYSTEM_USER_ID); AuthCookie::setProjectCookie($prj_id); } if ($should_create_array['type'] == 'note') { // assume that this is not a valid note $res = -1; if ($t['issue_id'] != 0) { // check if this is valid user $usr_id = User::getUserIDByEmail($sender_email); if (!empty($usr_id)) { $role_id = User::getRoleByUser($usr_id, $prj_id); if ($role_id > User::ROLE_CUSTOMER) { // actually a valid user so insert the note AuthCookie::setAuthCookie($usr_id); AuthCookie::setProjectCookie($prj_id); $users = Project::getUserEmailAssocList($prj_id, 'active', User::ROLE_CUSTOMER); $user_emails = Misc::lowercase(array_values($users)); $users = array_flip($users); $addresses = array(); $to_addresses = Mail_Helper::getEmailAddresses(@$structure->headers['to']); if (count($to_addresses)) { $addresses = $to_addresses; } $cc_addresses = Mail_Helper::getEmailAddresses(@$structure->headers['cc']); if (count($cc_addresses)) { $addresses = array_merge($addresses, $cc_addresses); } $cc_users = array(); foreach ($addresses as $email) { if (in_array(strtolower($email), $user_emails)) { $cc_users[] = $users[strtolower($email)]; } } // XXX FIXME, this is not nice thing to do $_POST = array('title' => Mail_Helper::removeExcessRe($t['subject']), 'note' => $t['body'], 'note_cc' => $cc_users, 'add_extra_recipients' => 'yes', 'message_id' => $t['message_id'], 'parent_id' => $should_create_array['parent_id']); $res = Note::insertFromPost($usr_id, $t['issue_id']); // need to handle attachments coming from notes as well if ($res != -1) { self::extractAttachments($t['issue_id'], $structure, true, $res); } } } } } else { // check if we need to block this email if ($should_create_issue == true || !self::blockEmailIfNeeded($t)) { if (!empty($t['issue_id'])) { list($t['full_email'], $t['headers']) = Mail_Helper::rewriteThreadingHeaders($t['issue_id'], $t['full_email'], $t['headers'], 'email'); } // make variable available for workflow to be able to detect whether this email created new issue $t['should_create_issue'] = $should_create_array['should_create_issue']; $res = self::insertEmail($t, $structure, $sup_id); if ($res != -1) { // only extract the attachments from the email if we are associating the email to an issue if (!empty($t['issue_id'])) { self::extractAttachments($t['issue_id'], $structure); // notifications about new emails are always external $internal_only = false; $assignee_only = false; // special case when emails are bounced back, so we don't want a notification to customers about those if (Notification::isBounceMessage($sender_email)) { // broadcast this email only to the assignees for this issue $internal_only = true; $assignee_only = true; } elseif ($should_create_issue == true) { // if a new issue was created, only send a copy of the email to the assignee (if any), don't resend to the original TO/CC list $assignee_only = true; $internal_only = true; } if (Workflow::shouldAutoAddToNotificationList($info['ema_prj_id'])) { self::addExtraRecipientsToNotificationList($info['ema_prj_id'], $t, $should_create_issue); } if (self::isAllowedToEmail($t['issue_id'], $sender_email)) { Notification::notifyNewEmail(Auth::getUserID(), $t['issue_id'], $t, $internal_only, $assignee_only, '', $sup_id); } // try to get usr_id of sender, if not, use system account $addr = Mail_Helper::getEmailAddress($structure->headers['from']); if (Misc::isError($addr)) { // XXX should we log or is this expected? Logger::app()->error($addr->getMessage(), array('debug' => $res->getDebugInfo(), 'address' => $structure->headers['from'])); $usr_id = APP_SYSTEM_USER_ID; } else { $usr_id = User::getUserIDByEmail($addr); if (!$usr_id) { $usr_id = APP_SYSTEM_USER_ID; } } // mark this issue as updated if (!empty($t['customer_id']) && $t['customer_id'] != 'NULL' && (empty($usr_id) || User::getRoleByUser($usr_id, $prj_id) == User::ROLE_CUSTOMER)) { Issue::markAsUpdated($t['issue_id'], 'customer action'); } else { if (!empty($usr_id) && User::getRoleByUser($usr_id, $prj_id) > User::ROLE_CUSTOMER) { Issue::markAsUpdated($t['issue_id'], 'staff response'); } else { Issue::markAsUpdated($t['issue_id'], 'user response'); } } // log routed email History::add($t['issue_id'], $usr_id, 'email_routed', 'Email routed from {from}', array('from' => $structure->headers['from'])); } } } else { $res = 1; } } if ($res > 0) { self::deleteMessage($info, $mbox, $num); } }
/** * Routes a note to the correct issue * * @param string $full_message The full note * @return mixed true or array(ERROR_CODE, ERROR_STRING) in case of failure */ public static function route_notes($full_message) { // save the full message for logging purposes Note::saveRoutedNote($full_message); // join the Content-Type line (for easier parsing?) if (preg_match('/^boundary=/m', $full_message)) { $pattern = "#(Content-Type: multipart/.+); ?\r?\n(boundary=.*)\$#im"; $replacement = '$1; $2'; $full_message = preg_replace($pattern, $replacement, $full_message); } list($headers) = Mime_Helper::splitHeaderBody($full_message); // need some validation here if (empty($full_message)) { return array(self::EX_NOINPUT, ev_gettext('Error: The email message was empty.') . "\n"); } // remove the reply-to: header if (preg_match('/^reply-to:.*/im', $full_message)) { $full_message = preg_replace("/^(reply-to:).*\n/im", '', $full_message, 1); } // check if the email routing interface is even supposed to be enabled $setup = Setup::get(); if ($setup['note_routing']['status'] != 'enabled') { return array(self::EX_CONFIG, ev_gettext('Error: The internal note routing interface is disabled.') . "\n"); } if (empty($setup['note_routing']['address_prefix'])) { return array(self::EX_CONFIG, ev_gettext('Error: Please configure the email address prefix.') . "\n"); } if (empty($setup['note_routing']['address_host'])) { return array(self::EX_CONFIG, ev_gettext('Error: Please configure the email address domain.') . "\n"); } $structure = Mime_Helper::decode($full_message, true, true); // find which issue ID this email refers to if (isset($structure->headers['to'])) { $issue_id = self::getMatchingIssueIDs($structure->headers['to'], 'note'); } // validation is always a good idea if (empty($issue_id) and isset($structure->headers['cc'])) { // we need to try the Cc header as well $issue_id = self::getMatchingIssueIDs($structure->headers['cc'], 'note'); } if (empty($issue_id)) { return array(self::EX_DATAERR, ev_gettext('Error: The routed note had no associated Eventum issue ID or had an invalid recipient address.') . "\n"); } $prj_id = Issue::getProjectID($issue_id); // check if the sender is allowed in this issue' project and if it is an internal user $sender_email = strtolower(Mail_Helper::getEmailAddress($structure->headers['from'])); $sender_usr_id = User::getUserIDByEmail($sender_email, true); if ((empty($sender_usr_id) || User::getRoleByUser($sender_usr_id, $prj_id) < User::ROLE_USER || User::isPartner($sender_usr_id) && !Access::canViewInternalNotes($issue_id, $sender_usr_id)) && !Workflow::canSendNote($prj_id, $issue_id, $sender_email, $structure)) { return array(self::EX_NOPERM, ev_gettext("Error: The sender of this email is not allowed in the project associated with issue #{$issue_id}.") . "\n"); } if (empty($sender_usr_id)) { $sender_usr_id = APP_SYSTEM_USER_ID; $unknown_user = $structure->headers['from']; } else { $unknown_user = false; } AuthCookie::setAuthCookie($sender_usr_id); AuthCookie::setProjectCookie($prj_id); // parse the Cc: list, if any, and add these internal users to the issue notification list $addresses = array(); $to_addresses = Mail_Helper::getEmailAddresses(@$structure->headers['to']); if (count($to_addresses)) { $addresses = $to_addresses; } $cc_addresses = Mail_Helper::getEmailAddresses(@$structure->headers['cc']); if (count($cc_addresses)) { $addresses = array_merge($addresses, $cc_addresses); } $cc_users = array(); foreach ($addresses as $email) { $cc_usr_id = User::getUserIDByEmail(strtolower($email), true); if (!empty($cc_usr_id) && User::getRoleByUser($cc_usr_id, $prj_id) >= User::ROLE_USER) { $cc_users[] = $cc_usr_id; } } $body = $structure->body; $reference_msg_id = Mail_Helper::getReferenceMessageID($headers); if (!empty($reference_msg_id)) { $parent_id = Note::getIDByMessageID($reference_msg_id); } else { $parent_id = false; } // insert the new note and send notification about it $_POST = array('title' => @$structure->headers['subject'], 'note' => $body, 'note_cc' => $cc_users, 'add_extra_recipients' => 'yes', 'message_id' => @$structure->headers['message-id'], 'parent_id' => $parent_id); // add the full email to the note if there are any attachments // this is needed because the front end code will display attachment links if (Mime_Helper::hasAttachments($structure)) { $_POST['full_message'] = $full_message; } $usr_id = Auth::getUserID(); $res = Note::insertFromPost($usr_id, $issue_id, $unknown_user, false); // need to handle attachments coming from notes as well if ($res != -1) { Support::extractAttachments($issue_id, $structure, true, $res); } // FIXME! $res == -2 is not handled History::add($issue_id, $usr_id, 'note_routed', 'Note routed from {user}', array('user' => $structure->headers['from'])); return true; }
} Workflow::prePage($prj_id, 'post_note'); if ($cat == 'post_result' && !empty($_GET['post_result'])) { $res = (int) $_GET['post_result']; $tpl->assign('post_result', $res); } elseif ($cat == 'post_note') { // change status $status = isset($_POST['new_status']) ? (int) $_POST['new_status'] : null; if ($status) { $res = Issue::setStatus($issue_id, $status); if ($res != -1) { $new_status = Status::getStatusTitle($status); History::add($issue_id, $usr_id, 'status_changed', "Status changed to '{status}' by {user} when sending a note", array('status' => $new_status, 'user' => User::getFullName($usr_id))); } } $res = Note::insertFromPost($usr_id, $issue_id); Issue_Field::updateValues($issue_id, 'post_note', @$_REQUEST['issue_field']); if ($res == -1) { Misc::setMessage(ev_gettext('An error occurred while trying to run your query'), Misc::MSG_ERROR); } else { Misc::setMessage(ev_gettext('Thank you, the internal note was posted successfully.'), Misc::MSG_INFO); } $tpl->assign('post_result', $res); // enter the time tracking entry about this phone support entry if (!empty($_POST['time_spent'])) { if (isset($_POST['time_summary']) && !empty($_POST['time_summary'])) { $summary = (string) $_POST['time_summary']; } else { $summary = 'Time entry inserted when sending an internal note.'; } $date = (array) $_POST['date'];