/** * 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); }