function doSplitMessageAction()
{
@($id = DevblocksPlatform::importGPC($_REQUEST['id'], 'integer', 0));
if (null == ($orig_message = DAO_Ticket::getMessage($id))) {
return;
}
if (null == ($orig_headers = $orig_message->getHeaders())) {
return;
}
if (null == ($orig_ticket = DAO_Ticket::getTicket($orig_message->ticket_id))) {
return;
}
if (null == ($messages = DAO_Ticket::getMessagesByTicket($orig_message->ticket_id))) {
return;
}
// Create a new ticket
$new_ticket_mask = CerberusApplication::generateTicketMask();
$new_ticket_id = DAO_Ticket::createTicket(array(DAO_Ticket::CREATED_DATE => $orig_message->created_date, DAO_Ticket::UPDATED_DATE => $orig_message->created_date, DAO_Ticket::CATEGORY_ID => $orig_ticket->category_id, DAO_Ticket::FIRST_MESSAGE_ID => $orig_message->id, DAO_Ticket::FIRST_WROTE_ID => $orig_message->address_id, DAO_Ticket::LAST_WROTE_ID => $orig_message->address_id, DAO_Ticket::LAST_ACTION_CODE => CerberusTicketActionCode::TICKET_OPENED, DAO_Ticket::IS_CLOSED => CerberusTicketStatus::OPEN, DAO_Ticket::IS_DELETED => 0, DAO_Ticket::MASK => $new_ticket_mask, DAO_Ticket::SUBJECT => isset($orig_headers['subject']) ? $orig_headers['subject'] : $orig_ticket->subject, DAO_Ticket::TEAM_ID => $orig_ticket->team_id));
// [TODO] SLA?
// Copy all the original tickets requesters
$orig_requesters = DAO_Ticket::getRequestersByTicket($orig_ticket->id);
foreach ($orig_requesters as $orig_req_id => $orig_req_addy) {
DAO_Ticket::createRequester($orig_req_id, $new_ticket_id);
}
// Pull the message off the ticket (reparent)
unset($messages[$orig_message->id]);
DAO_Message::update($orig_message->id, array(DAO_Message::TICKET_ID => $new_ticket_id));
//[mdf] [CHD-979] The ticket id is also in the message_header table, so update those too
$message_headers = DAO_MessageHeader::getAll($orig_message->id);
foreach ($message_headers as $hk => $hv) {
DAO_MessageHeader::create($orig_message->id, $new_ticket_id, $hk, $hv);
}
// Reindex the original ticket (last wrote, etc.)
$last_message = end($messages);
/* @var CerberusMessage $last_message */
DAO_Ticket::updateTicket($orig_ticket->id, array(DAO_Ticket::LAST_WROTE_ID => $last_message->address_id));
// Remove requester if they don't still have messages on the original ticket
reset($messages);
$found = false;
if (is_array($messages)) {
foreach ($messages as $msgid => $msg) {
if ($msg->address_id == $orig_message->address_id) {
$found = true;
break;
}
}
}
if (!$found) {
DAO_Ticket::deleteRequester($orig_ticket->id, $orig_message->address_id);
}
DevblocksPlatform::redirect(new DevblocksHttpResponse(array('display', $new_ticket_mask)));
}
private static function _markTicketAs($ticket_id, $spam = true)
{
// [TODO] Make sure we can't retrain tickets which are already spam trained
// [TODO] This is a performance killer
$ticket = DAO_Ticket::getTicket($ticket_id);
if ($ticket->spam_training != CerberusTicketSpamTraining::BLANK) {
return TRUE;
}
// pull up text of first ticket message
// [TODO] This is a performance killer
$first_message = DAO_Ticket::getMessage($ticket->first_message_id);
if (empty($first_message)) {
return FALSE;
}
// [TODO] This is a performance killer
$headers = DAO_MessageHeader::getAll($first_message->id);
// Pass text to analyze() to get back interesting words
$content = '';
if (!empty($ticket->subject)) {
// SplitCamelCapsSubjects
$hits = preg_split("{(?<=[a-z])(?=[A-Z])}x", $ticket->subject);
if (is_array($hits) && !empty($hits)) {
$content .= implode(' ', $hits);
}
}
$content .= ' ' . $first_message->getContent();
if (strlen($content) > self::MAX_BODY_LENGTH) {
$content = substr($content, 0, strrpos(substr($content, 0, self::MAX_BODY_LENGTH), ' '));
}
$words = self::processText($content);
// Train interesting words as spam/notspam
// $out = self::_calculateSpamProbability($words);
// self::_trainWords($out['words'],$spam);
self::_trainWords($words, $spam);
// [TODO] Testing, train all words
// Increase the bayes_stats spam or notspam total count by 1
// [TODO] This is a performance killer (could be done in batches)
if ($spam) {
DAO_Bayes::addOneToSpamTotal();
DAO_Address::addOneToSpamTotal($ticket->first_wrote_address_id);
} else {
DAO_Bayes::addOneToNonSpamTotal();
DAO_Address::addOneToNonSpamTotal($ticket->first_wrote_address_id);
}
// Forced training should leave a cache of 0.0001 or 0.9999 on the ticket table
$fields = array('spam_score' => $spam ? 0.9999 : 0.0001, 'spam_training' => $spam ? CerberusTicketSpamTraining::SPAM : CerberusTicketSpamTraining::NOT_SPAM);
DAO_Ticket::updateTicket($ticket_id, $fields);
return TRUE;
}
function getHeaders()
{
return DAO_MessageHeader::getAll($this->id);
}
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 $xml_out;
}
static function sendTicketMessage($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)));
}
}
