/**
* 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 $id;
}
private function _handleImportTicket($xml)
{
$settings = CerberusSettings::getInstance();
$logger = DevblocksPlatform::getConsoleLog();
$workers = DAO_Worker::getAll();
static $email_to_worker_id = null;
static $group_name_to_id = null;
static $bucket_name_to_id = null;
// Hash Workers so we can ID their incoming tickets
if (null == $email_to_worker_id) {
$email_to_worker_id = array();
if (is_array($workers)) {
foreach ($workers as $worker) {
/* @var $worker CerberusWorker */
$email_to_worker_id[strtolower($worker->email)] = intval($worker->id);
}
}
}
// Hash Group names
if (null == $group_name_to_id) {
$groups = DAO_Group::getAll();
$group_name_to_id = array();
if (is_array($groups)) {
foreach ($groups as $group) {
$group_name_to_id[strtolower($group->name)] = intval($group->id);
}
}
}
// Hash Bucket names
if (null == $bucket_name_to_id) {
$buckets = DAO_Bucket::getAll();
$bucket_name_to_id = array();
if (is_array($buckets)) {
foreach ($buckets as $bucket) {
/* @var $bucket CerberusCategory */
// Hash by team ID and bucket name
$hash = md5($bucket->team_id . strtolower($bucket->name));
$bucket_to_id[$hash] = intval($bucket->id);
}
}
}
$sMask = (string) $xml->mask;
$sSubject = substr((string) $xml->subject, 0, 255);
$sGroup = (string) $xml->group;
$sBucket = (string) $xml->bucket;
$iCreatedDate = (int) $xml->created_date;
$iUpdatedDate = (int) $xml->updated_date;
$isWaiting = (int) $xml->is_waiting;
$isClosed = (int) $xml->is_closed;
if (empty($sMask)) {
$sMask = CerberusApplication::generateTicketMask();
}
// Find the destination Group + Bucket (or create them)
if (empty($sGroup)) {
$iDestGroupId = 0;
if (null != ($iDestGroup = DAO_Group::getDefaultGroup())) {
$iDestGroupId = $iDestGroup->id;
}
} elseif (null == ($iDestGroupId = @$group_name_to_id[strtolower($sGroup)])) {
$iDestGroupId = DAO_Group::createTeam(array(DAO_Group::TEAM_NAME => $sGroup));
// Give all superusers manager access to this new group
if (is_array($workers)) {
foreach ($workers as $worker) {
if ($worker->is_superuser) {
DAO_Group::setTeamMember($iDestGroupId, $worker->id, true);
}
}
}
// Rehash
DAO_Group::getAll(true);
$group_name_to_id[strtolower($sGroup)] = $iDestGroupId;
}
if (empty($sBucket)) {
$iDestBucketId = 0;
// Inbox
} elseif (null == ($iDestBucketId = @$bucket_name_to_id[md5($iDestGroupId . strtolower($sBucket))])) {
$iDestBucketId = DAO_Bucket::create($sBucket, $iDestGroupId);
// Rehash
DAO_Bucket::getAll(true);
$bucket_name_to_id[strtolower($sBucket)] = $iDestBucketId;
}
// Xpath the first and last "from" out of "/ticket/messages/message/headers/from"
$aMessageNodes = $xml->xpath("/ticket/messages/message");
$iNumMessages = count($aMessageNodes);
@($eFirstMessage = reset($aMessageNodes));
if (is_null($eFirstMessage)) {
$logger->warn('[Importer] Ticket ' . $sMask . " doesn't have any messages. Skipping.");
return false;
}
if (is_null($eFirstMessage->headers) || is_null($eFirstMessage->headers->from)) {
$logger->warn('[Importer] Ticket ' . $sMask . " first message doesn't provide a sender address.");
return false;
}
$sFirstWrote = self::_parseRfcAddressList($eFirstMessage->headers->from, true);
if (null == ($firstWroteInst = CerberusApplication::hashLookupAddress($sFirstWrote, true))) {
$logger->warn('[Importer] Ticket ' . $sMask . " - Invalid sender adddress: " . $sFirstWrote);
return false;
}
$eLastMessage = end($aMessageNodes);
if (is_null($eLastMessage)) {
$logger->warn('[Importer] Ticket ' . $sMask . " doesn't have any messages. Skipping.");
return false;
}
if (is_null($eLastMessage->headers) || is_null($eLastMessage->headers->from)) {
$logger->warn('[Importer] Ticket ' . $sMask . " last message doesn't provide a sender address.");
return false;
}
$sLastWrote = self::_parseRfcAddressList($eLastMessage->headers->from, true);
if (null == ($lastWroteInst = CerberusApplication::hashLookupAddress($sLastWrote, true))) {
$logger->warn('[Importer] Ticket ' . $sMask . ' last message has an invalid sender address: ' . $sLastWrote);
return false;
}
// Last action code + last worker
$sLastActionCode = CerberusTicketActionCode::TICKET_OPENED;
$iLastWorkerId = 0;
if ($iNumMessages > 1) {
if (null != @($iLastWorkerId = $email_to_worker_id[strtolower($lastWroteInst->email)])) {
$sLastActionCode = CerberusTicketActionCode::TICKET_WORKER_REPLY;
} else {
$sLastActionCode = CerberusTicketActionCode::TICKET_CUSTOMER_REPLY;
$iLastWorkerId = 0;
}
}
// Dupe check by ticket mask
if (null != DAO_Ticket::getTicketByMask($sMask)) {
$logger->warn("[Importer] Ticket mask '" . $sMask . "' already exists. Making it unique.");
$uniqueness = 1;
$origMask = $sMask;
// Append new uniqueness to the ticket mask: LLL-NNNNN-NNN-1, LLL-NNNNN-NNN-2, ...
do {
$sMask = $origMask . '-' . ++$uniqueness;
} while (null != DAO_Ticket::getTicketIdByMask($sMask));
$logger->info("[Importer] The unique mask for '" . $origMask . "' is now '" . $sMask . "'");
}
// Create ticket
$fields = array(DAO_Ticket::MASK => $sMask, DAO_Ticket::SUBJECT => $sSubject, DAO_Ticket::IS_WAITING => $isWaiting, DAO_Ticket::IS_CLOSED => $isClosed, DAO_Ticket::FIRST_WROTE_ID => intval($firstWroteInst->id), DAO_Ticket::LAST_WROTE_ID => intval($lastWroteInst->id), DAO_Ticket::CREATED_DATE => $iCreatedDate, DAO_Ticket::UPDATED_DATE => $iUpdatedDate, DAO_Ticket::TEAM_ID => intval($iDestGroupId), DAO_Ticket::CATEGORY_ID => intval($iDestBucketId), DAO_Ticket::LAST_ACTION_CODE => $sLastActionCode, DAO_Ticket::LAST_WORKER_ID => intval($iLastWorkerId));
$ticket_id = DAO_Ticket::createTicket($fields);
// echo "Ticket: ",$ticket_id,"<BR>";
// print_r($fields);
// Create requesters
if (!is_null($xml->requesters)) {
foreach ($xml->requesters->address as $eAddress) {
/* @var $eAddress SimpleXMLElement */
$sRequesterAddy = (string) $eAddress;
// [TODO] RFC822
// Insert requesters
if (null == ($requesterAddyInst = CerberusApplication::hashLookupAddress($sRequesterAddy, true))) {
$logger->warn('[Importer] Ticket ' . $sMask . ' - Ignoring malformed requester: ' . $sRequesterAddy);
continue;
}
DAO_Ticket::createRequester($requesterAddyInst->id, $ticket_id);
}
}
// Create messages
$is_first = true;
if (!is_null($xml->messages)) {
foreach ($xml->messages->message as $eMessage) {
/* @var $eMessage SimpleXMLElement */
$eHeaders =& $eMessage->headers;
/* @var $eHeaders SimpleXMLElement */
$sMsgFrom = (string) $eHeaders->from;
$sMsgDate = (string) $eHeaders->date;
$sMsgFrom = self::_parseRfcAddressList($sMsgFrom, true);
if (NULL == $sMsgFrom) {
$logger->warn('[Importer] Ticket ' . $sMask . ' - Invalid message sender: ' . $sMsgFrom . ' (skipping)');
continue;
}
if (null == ($msgFromInst = CerberusApplication::hashLookupAddress($sMsgFrom, true))) {
$logger->warn('[Importer] Ticket ' . $sMask . ' - Invalid message sender: ' . $sMsgFrom . ' (skipping)');
continue;
}
@($msgWorkerId = intval($email_to_worker_id[strtolower($msgFromInst->email)]));
// $logger->info('Checking if '.$msgFromInst->email.' is a worker');
$fields = array(DAO_Message::TICKET_ID => $ticket_id, DAO_Message::CREATED_DATE => strtotime($sMsgDate), DAO_Message::ADDRESS_ID => $msgFromInst->id, DAO_Message::IS_OUTGOING => !empty($msgWorkerId) ? 1 : 0, DAO_Message::WORKER_ID => !empty($msgWorkerId) ? $msgWorkerId : 0);
$email_id = DAO_Message::create($fields);
// First thread
if ($is_first) {
DAO_Ticket::updateTicket($ticket_id, array(DAO_Ticket::FIRST_MESSAGE_ID => $email_id));
$is_first = false;
}
// Create attachments
if (!is_null($eMessage->attachments)) {
foreach ($eMessage->attachments->attachment as $eAttachment) {
/* @var $eAttachment SimpleXMLElement */
$sFileName = (string) $eAttachment->name;
$sMimeType = (string) $eAttachment->mimetype;
$sFileSize = (int) $eAttachment->size;
$sFileContentB64 = (string) $eAttachment->content;
// [TODO] This could be a little smarter about detecting extensions
if (empty($sMimeType)) {
$sMimeType = "application/octet-stream";
}
$sFileContent = base64_decode($sFileContentB64);
unset($sFileContentB64);
$fields = array(DAO_Attachment::MESSAGE_ID => $email_id, DAO_Attachment::DISPLAY_NAME => $sFileName, DAO_Attachment::FILE_SIZE => intval($sFileSize), DAO_Attachment::FILEPATH => '', DAO_Attachment::MIME_TYPE => $sMimeType);
$file_id = DAO_Attachment::create($fields);
// Write file to disk using ID (Model)
$file_path = Model_Attachment::saveToFile($file_id, $sFileContent);
unset($sFileContent);
// Update attachment table
DAO_Attachment::update($file_id, array(DAO_Attachment::FILEPATH => $file_path));
}
}
// Create message content
$sMessageContentB64 = (string) $eMessage->content;
$sMessageContent = base64_decode($sMessageContentB64);
// Content-type specific handling
if (isset($eMessage->content['content-type'])) {
// do we have a content-type?
if (strtolower($eMessage->content['content-type']) == 'html') {
// html?
// Force to plaintext part
$sMessageContent = CerberusApplication::stripHTML($sMessageContent);
}
}
unset($sMessageContentB64);
DAO_MessageContent::create($email_id, $sMessageContent);
unset($sMessageContent);
// Headers
foreach ($eHeaders->children() as $eHeader) {
/* @var $eHeader SimpleXMLElement */
DAO_MessageHeader::create($email_id, $eHeader->getName(), (string) $eHeader);
}
}
}
// Create comments
if (!is_null($xml->comments)) {
foreach ($xml->comments->comment as $eComment) {
/* @var $eMessage SimpleXMLElement */
$iCommentDate = (int) $eComment->created_date;
$sCommentAuthor = (string) $eComment->author;
// [TODO] Address Hash Lookup
$sCommentTextB64 = (string) $eComment->content;
$sCommentText = base64_decode($sCommentTextB64);
unset($sCommentTextB64);
$commentAuthorInst = CerberusApplication::hashLookupAddress($sCommentAuthor, true);
// [TODO] Sanity checking
$fields = array(DAO_TicketComment::TICKET_ID => intval($ticket_id), DAO_TicketComment::CREATED => intval($iCommentDate), DAO_TicketComment::ADDRESS_ID => intval($commentAuthorInst->id), DAO_TicketComment::COMMENT => $sCommentText);
$comment_id = DAO_TicketComment::create($fields);
unset($sCommentText);
}
}
$logger->info('[Importer] Imported ticket #' . $ticket_id);
return true;
}
function getMessageAction()
{
@($id = DevblocksPlatform::importGPC($_REQUEST['id']));
// message id
@($hide = DevblocksPlatform::importGPC($_REQUEST['hide'], 'integer', 0));
$tpl = DevblocksPlatform::getTemplateService();
$tpl->cache_lifetime = "0";
$tpl->assign('path', $this->_TPL_PATH);
$message = DAO_Ticket::getMessage($id);
$tpl->assign('message', $message);
$tpl->assign('message_id', $message->id);
// Sender info
$message_senders = array();
$message_sender_orgs = array();
if (null != ($sender_addy = DAO_Address::get($message->address_id))) {
$message_senders[$sender_addy->id] = $sender_addy;
if (null != ($sender_org = DAO_ContactOrg::get($sender_addy->contact_org_id))) {
$message_sender_orgs[$sender_org->id] = $sender_org;
}
}
$tpl->assign('message_senders', $message_senders);
$tpl->assign('message_sender_orgs', $message_sender_orgs);
// Workers
$workers = DAO_Worker::getAll();
$tpl->assign('workers', $workers);
// Ticket
$ticket = DAO_Ticket::getTicket($message->ticket_id);
$tpl->assign('ticket', $ticket);
$tpl->assign('requesters', $ticket->getRequesters());
if (empty($hide)) {
$content = DAO_MessageContent::get($id);
$tpl->assign('content', $content);
$notes = DAO_MessageNote::getByTicketId($message->ticket_id);
$message_notes = array();
// Index notes by message id
if (is_array($notes)) {
foreach ($notes as $note) {
if (!isset($message_notes[$note->message_id])) {
$message_notes[$note->message_id] = array();
}
$message_notes[$note->message_id][$note->id] = $note;
}
}
$tpl->assign('message_notes', $message_notes);
}
// Message toolbar items
$messageToolbarItems = DevblocksPlatform::getExtensions('cerberusweb.message.toolbaritem', true);
if (!empty($messageToolbarItems)) {
$tpl->assign('message_toolbaritems', $messageToolbarItems);
}
// [TODO] Workers?
$tpl->assign('expanded', empty($hide) ? true : false);
$tpl->register_modifier('makehrefs', array('CerberusUtils', 'smarty_modifier_makehrefs'));
$tpl->display('file:' . $this->_TPL_PATH . 'display/modules/conversation/message.tpl');
}
private function _getMessageXML($id)
{
$message = DAO_Ticket::getMessage($id);
/* @var $message CerberusMessage */
if (is_null($message)) {
$this->_error("ID {$id} not valid.");
}
$message_content = DAO_MessageContent::get($id);
$message_headers = DAO_MessageHeader::getAll($id);
$message_notes = DAO_MessageNote::getByMessageId($id);
$xml_out = new SimpleXMLElement("<message></message>");
$xml_out->addChild('id', $message->id);
$xml_out->addChild('ticket_id', $message->ticket_id);
$xml_out->addChild('created_date', $message->created_date);
$xml_out->addChild('address_id', $message->address_id);
$xml_out->addChild('is_outgoing', $message->is_outgoing);
$xml_out->addChild('worker_id', $message->worker_id);
$xml_out->addChild('content', $message_content);
$headers = $xml_out->addChild('headers');
foreach ($message_headers as $header_name => $header_value) {
$headers->addChild($header_name, $header_value);
}
$xml_notes = $xml_out->addChild('notes');
foreach ($message_notes as $note) {
$xml_note = $xml_notes->addChild('note');
$xml_note->addChild('id', $note->id);
$xml_note->addChild('type', $note->type);
$xml_note->addChild('message_id', $note->message_id);
$xml_note->addChild('created', $note->created);
$xml_note->addChild('worker_id', $note->worker_id);
$xml_note->addChild('content', $note->content);
}
return $xml_out;
}
function getContent()
{
return DAO_MessageContent::get($this->id);
}
function showPreviewAction()
{
@($tid = DevblocksPlatform::importGPC($_REQUEST['tid'], 'integer', 0));
@($view_id = DevblocksPlatform::importGPC($_REQUEST['view_id'], 'string', ''));
$tpl = DevblocksPlatform::getTemplateService();
$tpl_path = $this->_TPL_PATH;
$tpl->assign('path', $tpl_path);
$tpl->assign('view_id', $view_id);
if (null != ($ticket = DAO_Ticket::getTicket($tid))) {
/* @var $ticket CerberusTicket */
$tpl->assign('ticket', $ticket);
}
if (null != ($messages = DAO_Ticket::getMessagesByTicket($tid))) {
if (!empty($messages)) {
@($last = array_pop($messages));
@($content = DAO_MessageContent::get($last->id));
$tpl->assign('message', $last);
$tpl->assign('content', $content);
}
}
$teams = DAO_Group::getAll();
$tpl->assign('teams', $teams);
$team_categories = DAO_Bucket::getTeams();
$tpl->assign('team_categories', $team_categories);
$workers = DAO_Worker::getAllActive();
$tpl->assign('workers', $workers);
// Custom fields
$custom_fields = DAO_CustomField::getBySource(ChCustomFieldSource_Ticket::ID);
$tpl->assign('custom_fields', $custom_fields);
$custom_field_values = DAO_CustomFieldValue::getValuesBySourceIds(ChCustomFieldSource_Ticket::ID, $ticket->id);
if (isset($custom_field_values[$ticket->id])) {
$tpl->assign('custom_field_values', $custom_field_values[$ticket->id]);
}
// Display
$tpl->display('file:' . $this->_TPL_PATH . 'tickets/rpc/preview_panel.tpl');
}
static function sendTicketMessage($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)));
}
}
