public function getCustomerByEmail(Mirasvit_Helpdesk_Model_Email $email)
{
$customers = Mage::getModel('customer/customer')->getCollection();
$customers->addAttributeToSelect('*')->addFieldToFilter('email', $email->getFromEmail())->addFieldToFilter('store_id', $email->getGateway()->getStoreId());
if ($customers->count()) {
return $customers->getFirstItem();
}
// customer may be registered in store A, but sends email to gateway of store B
$customers = Mage::getModel('customer/customer')->getCollection();
$customers->addAttributeToSelect('*')->addFieldToFilter('email', $email->getFromEmail());
if ($customers->count()) {
return $customers->getFirstItem();
}
/** @var Mage_Customer_Model_Customer $address */
$address = $customers->getLastItem();
if ($address->getId()) {
$customer = new Varien_Object();
$customer->setName($address->getName());
$customer->setEmail($address->getEmail());
$customer->setQuoteAddressId($address->getId());
return $customer;
}
$customer = new Varien_Object();
if ($email->getSenderName() == '') {
$customer->setName($email->getFromEmail());
} else {
$customer->setName($email->getSenderName());
}
$customer->setEmail($email->getFromEmail());
return $customer;
}
/**
* @param Mirasvit_Helpdesk_Model_Email $email
*
* @return bool|Mirasvit_Helpdesk_Model_Ticket
*/
public function processEmail($email)
{
// $code = false;
// if (Mage::getSingleton('helpdesk/config')->getNotificationIsShowCode()) {
//get object by code from subject
$code = Mage::helper('helpdesk/string')->getTicketCodeFromSubject($email->getSubject());
// }
if (!$code) {
$code = Mage::helper('helpdesk/string')->getTicketCodeFromBody($email->getBody());
}
if (strpos($code, 'RMA') === 0 && $this->getConfig()->isActiveRma()) {
return Mage::helper('rma/process')->processEmail($email, $code);
} else {
return Mage::helper('helpdesk/process')->processEmail($email, $code);
}
}
/**
* @param Mirasvit_Helpdesk_Model_Email $email
*
* @return bool
*/
public function checkEmail($email)
{
$subject = '';
switch ($this->getScope()) {
case 'headers':
$subject = $email->getHeaders();
break;
case 'subject':
$subject = $email->getSubject();
break;
case 'body':
$subject = $email->getBody();
break;
}
$matches = array();
preg_match($this->getPattern(), $subject, $matches);
if (count($matches) > 0) {
return true;
} else {
return false;
}
}
/**
* @param Mirasvit_Helpdesk_Model_Email $email
* @param string $code
*
* @return bool|Mirasvit_Helpdesk_Model_Ticket
*
* @throws Exception
*/
public function processEmail($email, $code)
{
$ticket = false;
$customer = false;
$user = false;
$triggeredBy = Mirasvit_Helpdesk_Model_Config::CUSTOMER;
$messageType = Mirasvit_Helpdesk_Model_Config::MESSAGE_PUBLIC;
if ($code) {
//try to find customer for this email
$tickets = Mage::getModel('helpdesk/ticket')->getCollection();
$tickets->addFieldToFilter('code', $code)->addFieldToFilter('customer_email', $email->getFromEmail());
if ($tickets->count()) {
$ticket = $tickets->getFirstItem();
} else {
//try to find staff user for this email
$users = Mage::getModel('admin/user')->getCollection()->addFieldToFilter('email', $email->getFromEmail());
if ($users->count()) {
$user = $users->getFirstItem();
$tickets = Mage::getModel('helpdesk/ticket')->getCollection()->addFieldToFilter('code', $code);
if ($tickets->count()) {
$ticket = $tickets->getFirstItem();
$ticket->setUserId($user->getId());
$ticket->save();
$triggeredBy = Mirasvit_Helpdesk_Model_Config::USER;
} else {
$user = false;
//@temp dva for testing
}
} else {
//third party
$tickets = Mage::getModel('helpdesk/ticket')->getCollection()->addFieldToFilter('code', $code);
if ($tickets->count()) {
$ticket = $tickets->getFirstItem();
$triggeredBy = Mirasvit_Helpdesk_Model_Config::THIRD;
if ($ticket->isThirdPartyPublic()) {
$messageType = Mirasvit_Helpdesk_Model_Config::MESSAGE_PUBLIC_THIRD;
} else {
$messageType = Mirasvit_Helpdesk_Model_Config::MESSAGE_INTERNAL_THIRD;
}
}
}
}
}
if (!$user) {
$customer = Mage::helper('helpdesk/customer')->getCustomerByEmail($email);
}
// create a new ticket
if (!$ticket) {
$ticket = Mage::getModel('helpdesk/ticket');
if (!$code) {
$ticket->setCode(Mage::helper('helpdesk/string')->generateTicketCode());
} else {
$ticket->setCode($code);
//temporary for testing to fix @dva
}
$gateway = Mage::getModel('helpdesk/gateway')->load($email->getGatewayId());
if ($gateway->getId()) {
if ($gateway->getDepartmentId()) {
$ticket->setDepartmentId($gateway->getDepartmentId());
} else {
//if department was removed
$departments = Mage::getModel('helpdesk/department')->getCollection()->addFieldToFilter('is_active', true);
if ($departments->count()) {
$department = $departments->getFirstItem();
$ticket->setDepartmentId($department->getId());
} else {
// throw new Exception("Helpdesk MX - Can't find any active department. Helpdesk can't fetch tickets correctly!");
Mage::log('Helpdesk MX - Can\'t find any active department. Helpdesk can\'t fetch tickets correctly!');
}
}
$ticket->setStoreId($gateway->getStoreId());
}
$ticket->setName($email->getSubject())->setCustomerName($customer->getName())->setCustomerId($customer->getId())->setQuoteAddressId($customer->getQuoteAddressId())->setCustomerEmail($email->getFromEmail())->setChannel(Mirasvit_Helpdesk_Model_Config::CHANNEL_EMAIL)->setCc($email->getCc());
$ticket->setEmailId($email->getId());
$ticket->save();
if ($pattern = $this->checkForSpamPattern($email)) {
$ticket->markAsSpam($pattern);
if ($email) {
$email->setPatternId($pattern->getId())->save();
}
}
}
if ($customer) {
//parse order ID from email subject
preg_match_all('[[0-9]{9}]', $email->getSubject(), $numbers);
foreach ($numbers[0] as $number) {
$orders = Mage::getModel('sales/order')->getCollection()->addFieldToFilter('increment_id', $number)->addFieldToFilter('customer_id', $customer->getId());
if (count($orders)) {
// Case 1: this is registered customer and has an order
$order = Mage::getModel('sales/order')->loadByAttribute('increment_id', $number);
$ticket->setCustomerId($order->getCustomerId());
$ticket->setOrderId($order->getId());
$ticket->save();
break;
} else {
$order = Mage::getModel('sales/order')->loadByAttribute('increment_id', $number);
$ticket->setOrderId($order->getId());
// Case 2: this is known guest customer or known another email of registered customer
$prevTickets = Mage::getModel('helpdesk/ticket')->getCollection()->addFieldToFilter('customer_email', $email->getFromEmail())->addFieldToFilter('order_id', $order->getId());
if (count($prevTickets)) {
$ticket->setCustomerId($order->getCustomerId());
$ticket->save();
break;
}
// Case 3: this is generic guest customer with existing order
$quotes = Mage::getModel('sales/order_address')->getCollection();
$quotes->addFieldToFilter('email', $email->getFromEmail());
$quotes->getSelect()->group('email');
if ($quotes->count()) {
$ticket->setQuoteAddressId($quotes->getFirstItem()->getId());
$ticket->save();
break;
}
}
}
}
//add message to ticket
$text = $email->getBody();
$encodingHelper = Mage::helper('helpdesk/encoding');
$text = $encodingHelper->toUTF8($text);
$body = Mage::helper('helpdesk/string')->parseBody($text, $email->getFormat());
$ticket->addMessage($body, $customer, $user, $triggeredBy, $messageType, $email);
Mage::dispatchEvent('helpdesk_process_email', array('body' => $body, 'customer' => $customer, 'user' => $user, 'ticket' => $ticket));
Mage::helper('helpdesk/history')->changeTicket($ticket, $triggeredBy, array('user' => $user, 'customer' => $customer));
return $ticket;
}
/**
* @param string $text
* @param Mage_Customer_Model_Customer|Varien_Object|false $customer
* @param Mage_Admin_Model_User|false $user
* @param string $triggeredBy
* @param string $messageType
* @param bool|Mirasvit_Helpdesk_Model_Email $email
* @param bool|string $bodyFormat
*
* @return Mirasvit_Helpdesk_Model_Message
*
* @throws Exception
*/
public function addMessage($text, $customer, $user, $triggeredBy, $messageType = Mirasvit_Helpdesk_Model_Config::MESSAGE_PUBLIC, $email = false, $bodyFormat = false)
{
$message = Mage::getModel('helpdesk/message')->setTicketId($this->getId())->setType($messageType)->setBody($text)->setBodyFormat($bodyFormat)->setTriggeredBy($triggeredBy);
if ($triggeredBy == Mirasvit_Helpdesk_Model_Config::CUSTOMER) {
$message->setCustomerId($customer->getId());
$message->setCustomerName($customer->getName());
$message->setCustomerEmail($customer->getEmail());
$message->setIsRead(true);
$this->setLastReplyName($customer->getName());
} elseif ($triggeredBy == Mirasvit_Helpdesk_Model_Config::USER) {
$message->setUserId($user->getId());
if ($this->getOrigData('user_id') == $this->getData('user_id')) {
if ($messageType != Mirasvit_Helpdesk_Model_Config::MESSAGE_INTERNAL) {
$this->setUserId($user->getId());
// In case of different departments of ticket and owner, correct department id
$departments = Mage::getModel('helpdesk/department')->getCollection();
$departments->addUserFilter($user->getId())->addFieldToFilter('is_active', true);
if ($departments->count()) {
$this->_department = null;
$this->setDepartmentId($departments->getFirstItem()->getId());
}
}
}
$this->setLastReplyName($user->getName());
if ($message->isThirdParty()) {
$message->setThirdPartyEmail($this->getThirdPartyEmail());
}
} elseif ($triggeredBy == Mirasvit_Helpdesk_Model_Config::THIRD) {
$message->setThirdPartyEmail($this->getThirdPartyEmail());
if ($email) {
$this->setLastReplyName($email->getSenderNameOrEmail());
$message->setThirdPartyName($email->getSenderName());
}
}
if ($email) {
$message->setEmailId($email->getId());
}
//если тикет был закрыт, затем поступило сообщение от пользователя - мы его открываем
if ($triggeredBy != Mirasvit_Helpdesk_Model_Config::USER) {
if ($this->isClosed()) {
$status = Mage::getModel('helpdesk/status')->loadByCode(Mirasvit_Helpdesk_Model_Config::STATUS_OPEN);
$this->setStatusId($status->getId());
}
$this->setIsArchived(false);
}
$message->save();
if ($email) {
$email->setIsProcessed(true)->setAttachmentMessageId($message->getId())->save();
} else {
Mage::helper('helpdesk')->saveAttachments($message);
}
if (!$this->getIsSpam()) {
if ($this->getReplyCnt() == 0) {
Mage::helper('helpdesk/notification')->newTicket($this, $customer, $user, $triggeredBy, $messageType);
} else {
Mage::helper('helpdesk/notification')->newMessage($this, $customer, $user, $triggeredBy, $messageType);
}
}
$this->setReplyCnt($this->getReplyCnt() + 1);
if (!$this->getFirstReplyAt() && $user) {
$this->setFirstReplyAt(Mage::getSingleton('core/date')->gmtDate());
}
$this->setLastReplyAt(Mage::getSingleton('core/date')->gmtDate());
$this->save();
Mage::helper('helpdesk/history')->addMessage($this, $text, $triggeredBy, array('customer' => $customer, 'user' => $user, 'email' => $email), $messageType);
return $message;
}
