if (!@empty($HTTP_POST_VARS['new_status'])) { $res = Issue::setStatus($issue_id, $HTTP_POST_VARS['new_status']); if ($res != -1) { $new_status = Status::getStatusTitle($HTTP_POST_VARS['new_status']); History::add($issue_id, $usr_id, History::getTypeID('status_changed'), "Status changed to '{$new_status}' by " . User::getFullName($usr_id)); } } $res = Note::insert($usr_id, $issue_id); $tpl->assign("post_result", $res); // enter the time tracking entry about this phone support entry if (!empty($HTTP_POST_VARS['time_spent'])) { $HTTP_POST_VARS['issue_id'] = $issue_id; $HTTP_POST_VARS['category'] = $HTTP_POST_VARS['time_category']; $HTTP_POST_VARS['summary'] = 'Time entry inserted when sending an internal note.'; Time_Tracking::insertEntry(); } } elseif (@$HTTP_GET_VARS["cat"] == "reply") { if (!@empty($HTTP_GET_VARS["id"])) { $note = Note::getDetails($HTTP_GET_VARS["id"]); $date = Misc::formatReplyDate($note["timestamp"]); $header = "\n\n\nOn {$date}, " . $note["not_from"] . " wrote:\n>\n"; $note["not_body"] = $header . Misc::formatReply($note["not_note"]); $tpl->bulkAssign(array("note" => $note, "parent_note_id" => $HTTP_GET_VARS["id"])); $reply_subject = Mail_API::removeExcessRe($note['not_title']); } } if (empty($reply_subject)) { $reply_subject = 'Re: ' . $details['iss_summary']; } $tpl->assign(array('from' => User::getFromHeader($usr_id), 'users' => Project::getUserAssocList($prj_id, 'active', User::getRoleID('Customer')), 'current_user_prefs' => Prefs::get($usr_id), 'subscribers' => Notification::getSubscribers($issue_id, false, User::getRoleID("Standard User")), 'statuses' => Status::getAssocStatusList($prj_id, false), 'current_issue_status' => Issue::getStatusID($issue_id), 'time_categories' => Time_Tracking::getAssocCategories(), 'note_category_id' => Time_Tracking::getCategoryID('Note Discussion'), 'reply_subject' => $reply_subject)); $tpl->displayTemplate();
/** * Believe it or not, this is a method that will remove excess occurrences * of 'Re:' that commonly are found in email subject lines. * If the second parameter is true, issue #'s will also be stripped. * * @access public * @param string $subject The subject line * @param boolean $remove_issue_id If the issue ID should be removed * @return string The subject line with the extra occurrences removed from it */ function removeExcessRe($subject, $remove_issue_id = false) { if ($remove_issue_id) { $subject = trim(preg_replace("/\\[#\\d+\\] {0,1}/", '', $subject)); } $re_pattern = "/(\\[#\\d+\\] ){0,1}(([Rr][Ee][Ss]?|Îòâåò|Antwort|SV|[Aa][Ww])(\\[[0-9]+\\])?[ \t]*: ){2}(.*)/"; if (preg_match($re_pattern, $subject, $matches)) { $subject = preg_replace($re_pattern, '$1Re: $5', $subject); return Mail_API::removeExcessRe($subject); } else { return $subject; } }
/** * Method used to send an email from the user interface. * * @access public * @return integer 1 if it worked, -1 otherwise */ function sendEmail($parent_sup_id = FALSE) { global $HTTP_POST_VARS, $HTTP_SERVER_VARS; // if we are replying to an existing email, set the In-Reply-To: header accordingly if ($parent_sup_id) { $in_reply_to = Support::getMessageIDByID($parent_sup_id); } else { $in_reply_to = false; } // get ID of whoever is sending this. $sender_usr_id = User::getUserIDByEmail(Mail_API::getEmailAddress($HTTP_POST_VARS["from"])); if (empty($sender_usr_id)) { $sender_usr_id = false; } // get type of email this is if (!empty($HTTP_POST_VARS['type'])) { $type = $HTTP_POST_VARS['type']; } else { $type = ''; } // remove extra 'Re: ' from subject $HTTP_POST_VARS['subject'] = Mail_API::removeExcessRe($HTTP_POST_VARS['subject'], true); $internal_only = false; $message_id = Mail_API::generateMessageID(); // hack needed to get the full headers of this web-based email $full_email = Support::buildFullHeaders($HTTP_POST_VARS["issue_id"], $message_id, $HTTP_POST_VARS["from"], $HTTP_POST_VARS["to"], $HTTP_POST_VARS["cc"], $HTTP_POST_VARS["subject"], $HTTP_POST_VARS["message"], $in_reply_to); // email blocking should only be done if this is an email about an associated issue if (!empty($HTTP_POST_VARS['issue_id'])) { $user_info = User::getNameEmail(Auth::getUserID()); // check whether the current user is allowed to send this email to customers or not if (!Support::isAllowedToEmail($HTTP_POST_VARS["issue_id"], $user_info['usr_email'])) { // add the message body as a note $HTTP_POST_VARS['blocked_msg'] = $full_email; $HTTP_POST_VARS['title'] = $HTTP_POST_VARS["subject"]; $HTTP_POST_VARS['note'] = Mail_API::getCannedBlockedMsgExplanation() . $HTTP_POST_VARS["message"]; Note::insert(Auth::getUserID(), $HTTP_POST_VARS["issue_id"]); Workflow::handleBlockedEmail(Issue::getProjectID($HTTP_POST_VARS['issue_id']), $HTTP_POST_VARS['issue_id'], $HTTP_POST_VARS, 'web'); return 1; } } // only send a direct email if the user doesn't want to add the Cc'ed people to the notification list if (@$HTTP_POST_VARS['add_unknown'] == 'yes') { if (!empty($HTTP_POST_VARS['issue_id'])) { // add the recipients to the notification list of the associated issue $recipients = array($HTTP_POST_VARS['to']); $recipients = array_merge($recipients, Support::getRecipientsCC($HTTP_POST_VARS['cc'])); for ($i = 0; $i < count($recipients); $i++) { if (!empty($recipients[$i]) && !Notification::isIssueRoutingSender($HTTP_POST_VARS["issue_id"], $recipients[$i])) { Notification::subscribeEmail(Auth::getUserID(), $HTTP_POST_VARS["issue_id"], Mail_API::getEmailAddress($recipients[$i]), array('emails')); } } } } else { // Usually when sending out emails associated to an issue, we would // simply insert the email in the table and call the Notification::notifyNewEmail() method, // but on this case we need to actually send the email to the recipients that are not // already in the notification list for the associated issue, if any. // In the case of replying to an email that is not yet associated with an issue, then // we are always directly sending the email, without using any notification list // functionality. if (!empty($HTTP_POST_VARS['issue_id'])) { // send direct emails only to the unknown addresses, and leave the rest to be // catched by the notification list $from = Notification::getFixedFromHeader($HTTP_POST_VARS['issue_id'], $HTTP_POST_VARS['from'], 'issue'); // build the list of unknown recipients if (!empty($HTTP_POST_VARS['to'])) { $recipients = array($HTTP_POST_VARS['to']); $recipients = array_merge($recipients, Support::getRecipientsCC($HTTP_POST_VARS['cc'])); } else { $recipients = Support::getRecipientsCC($HTTP_POST_VARS['cc']); } $unknowns = array(); for ($i = 0; $i < count($recipients); $i++) { if (!Notification::isSubscribedToEmails($HTTP_POST_VARS['issue_id'], $recipients[$i])) { $unknowns[] = $recipients[$i]; } } if (count($unknowns) > 0) { $to = array_shift($unknowns); $cc = implode('; ', $unknowns); // send direct emails Support::sendDirectEmail($HTTP_POST_VARS['issue_id'], $from, $to, $cc, $HTTP_POST_VARS['subject'], $HTTP_POST_VARS['message'], $message_id, $sender_usr_id); } } else { // send direct emails to all recipients, since we don't have an associated issue $project_info = Project::getOutgoingSenderAddress(Auth::getCurrentProject()); // use the project-related outgoing email address, if there is one if (!empty($project_info['email'])) { $from = Mail_API::getFormattedName(User::getFullName(Auth::getUserID()), $project_info['email']); } else { // otherwise, use the real email address for the current user $from = User::getFromHeader(Auth::getUserID()); } // send direct emails Support::sendDirectEmail($HTTP_POST_VARS['issue_id'], $from, $HTTP_POST_VARS['to'], $HTTP_POST_VARS['cc'], $HTTP_POST_VARS['subject'], $HTTP_POST_VARS['message'], $message_id); } } $t = array('customer_id' => 'NULL', 'issue_id' => $HTTP_POST_VARS["issue_id"] ? $HTTP_POST_VARS["issue_id"] : 0, 'ema_id' => $HTTP_POST_VARS['ema_id'], 'message_id' => $message_id, 'date' => Date_API::getCurrentDateGMT(), 'from' => $HTTP_POST_VARS['from'], 'to' => $HTTP_POST_VARS['to'], 'cc' => @$HTTP_POST_VARS['cc'], 'subject' => @$HTTP_POST_VARS['subject'], 'body' => $HTTP_POST_VARS['message'], 'full_email' => $full_email, 'has_attachment' => 0); // associate this new email with a customer, if appropriate if (Auth::getCurrentRole() == User::getRoleID('Customer')) { $customer_id = User::getCustomerID(Auth::getUserID()); if (!empty($customer_id) && $customer_id != -1) { $t['customer_id'] = $customer_id; } } $structure = Mime_Helper::decode($full_email, true, false); $t['headers'] = $structure->headers; $res = Support::insertEmail($t, $structure, $sup_id); if (!empty($HTTP_POST_VARS["issue_id"])) { // need to send a notification Notification::notifyNewEmail(Auth::getUserID(), $HTTP_POST_VARS["issue_id"], $t, $internal_only, false, $type, $sup_id); // mark this issue as updated if (!empty($t['customer_id']) && $t['customer_id'] != 'NULL') { Issue::markAsUpdated($HTTP_POST_VARS["issue_id"], 'customer action'); } else { if (!empty($sender_usr_id) && User::getRoleByUser($sender_usr_id, Issue::getProjectID($HTTP_POST_VARS['issue_id'])) > User::getRoleID('Customer')) { Issue::markAsUpdated($HTTP_POST_VARS["issue_id"], 'staff response'); } else { Issue::markAsUpdated($HTTP_POST_VARS["issue_id"], 'user response'); } } // save a history entry for this History::add($HTTP_POST_VARS["issue_id"], Auth::getUserID(), History::getTypeID('email_sent'), 'Outgoing email sent by ' . User::getFullName(Auth::getUserID())); // also update the last_response_date field for the associated issue if (Auth::getCurrentRole() > User::getRoleID('Customer')) { $stmt = "UPDATE\n " . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue\n SET\n iss_last_response_date='" . Date_API::getCurrentDateGMT() . "'\n WHERE\n iss_id=" . Misc::escapeInteger($HTTP_POST_VARS["issue_id"]); $GLOBALS["db_api"]->dbh->query($stmt); $stmt = "UPDATE\n " . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue\n SET\n iss_first_response_date='" . Date_API::getCurrentDateGMT() . "'\n WHERE\n iss_first_response_date IS NULL AND\n iss_id=" . Misc::escapeInteger($HTTP_POST_VARS["issue_id"]); $GLOBALS["db_api"]->dbh->query($stmt); } } return 1; }
/** * Routes an email to the correct issue. * * @param string $full_message The full email message, including headers * @param integer $email_account_id The ID of the email account this email should be routed too. If empty this method will try to figure it out */ function route_emails($full_message, $email_account_id = 0) { global $HTTP_POST_VARS; // save the full message for logging purposes Support::saveRoutedEmail($full_message); if (preg_match("/^(boundary=).*/m", $full_message)) { $pattern = "/(Content-Type: multipart\\/)(.+); ?\r?\n(boundary=)(.*)\$/im"; $replacement = '$1$2; $3$4'; $full_message = preg_replace($pattern, $replacement, $full_message); } // associate routed emails to the internal system account $sys_account = User::getNameEmail(APP_SYSTEM_USER_ID); $associated_user = $sys_account['usr_email']; // need some validation here if (empty($full_message)) { return array(66, "Error: The email message was empty.\n"); } if (empty($associated_user)) { return array(78, "Error: The associated user for the email routing interface needs to be set.\n"); } // // DON'T EDIT ANYTHING BELOW THIS LINE // // remove the reply-to: header if (preg_match("/^(reply-to:).*/im", $full_message)) { $full_message = preg_replace("/^(reply-to:).*\n/im", '', $full_message, 1); } // check for magic cookie if (Mail_API::hasMagicCookie($full_message)) { // strip the magic cookie $full_message = Mail_API::stripMagicCookie($full_message); $has_magic_cookie = true; } else { $has_magic_cookie = false; } Auth::createFakeCookie(APP_SYSTEM_USER_ID); // check if the email routing interface is even supposed to be enabled $setup = Setup::load(); if ($setup['email_routing']['status'] != 'enabled') { return array(78, "Error: The email routing interface is disabled.\n"); } $prefix = $setup['email_routing']['address_prefix']; // escape plus signs so '*****@*****.**' becomes a valid routing address $prefix = str_replace('+', '\\+', $prefix); $mail_domain = quotemeta($setup['email_routing']['address_host']); $mail_domain_alias = quotemeta(@$setup['email_routing']['host_alias']); if (!empty($mail_domain_alias)) { $mail_domain = "(?:" . $mail_domain . "|" . $mail_domain_alias . ")"; } if (empty($prefix)) { return array(78, "Error: Please configure the email address prefix.\n"); } if (empty($mail_domain)) { return array(78, "Error: Please configure the email address domain.\n"); } $structure = Mime_Helper::decode($full_message, true, true); // find which issue ID this email refers to @preg_match("/{$prefix}(\\d*)@{$mail_domain}/i", $structure->headers['to'], $matches); @($issue_id = $matches[1]); // validation is always a good idea if (empty($issue_id)) { // we need to try the Cc header as well @preg_match("/{$prefix}(\\d*)@{$mail_domain}/i", $structure->headers['cc'], $matches); if (!empty($matches[1])) { $issue_id = $matches[1]; } else { return array(65, "Error: The routed email had no associated Eventum issue ID or had an invalid recipient address.\n"); } } if (empty($email_account_id)) { $issue_prj_id = Issue::getProjectID($issue_id); if (empty($issue_prj_id)) { return array(65, "Error: The routed email had no associated Eventum issue ID or had an invalid recipient address.\n"); } $email_account_id = Email_Account::getEmailAccount($issue_prj_id); } if (empty($email_account_id)) { return array(78, "Error: Please provide the email account ID.\n"); } $body = Mime_Helper::getMessageBody($structure); // hack for clients that set more then one from header if (is_array($structure->headers['from'])) { $structure->headers['from'] = $structure->headers['from'][0]; } // associate the email to the issue $parts = array(); Mime_Helper::parse_output($structure, $parts); // get the sender's email address $sender_email = strtolower(Mail_API::getEmailAddress($structure->headers['from'])); // strip out the warning message sent to staff users if ($setup['email_routing']['status'] == 'enabled' && $setup['email_routing']['warning']['status'] == 'enabled') { $full_message = Mail_API::stripWarningMessage($full_message); $body = Mail_API::stripWarningMessage($body); } $prj_id = Issue::getProjectID($issue_id); Auth::createFakeCookie(APP_SYSTEM_USER_ID, $prj_id); $staff_emails = Project::getUserEmailAssocList($prj_id, 'active', User::getRoleID('Customer')); $staff_emails = array_map('strtolower', $staff_emails); // only allow staff users to use the magic cookie if (!in_array($sender_email, array_values($staff_emails))) { $has_magic_cookie = false; } if (Mime_Helper::hasAttachments($full_message)) { $has_attachments = 1; } else { $has_attachments = 0; } // remove certain CC addresses if (!empty($structure->headers['cc']) && @$setup['smtp']['save_outgoing_email'] == 'yes') { $ccs = explode(",", @$structure->headers['cc']); for ($i = 0; $i < count($ccs); $i++) { if (Mail_API::getEmailAddress($ccs[$i]) == $setup['smtp']['save_address']) { unset($ccs[$i]); } } @($structure->headers['cc'] = join(', ', $ccs)); } // Remove excess Re's @($structure->headers['subject'] = Mail_API::removeExcessRe(@$structure->headers['subject'], true)); $t = array('issue_id' => $issue_id, 'ema_id' => $email_account_id, 'message_id' => @$structure->headers['message-id'], 'date' => Date_API::getCurrentDateGMT(), 'from' => @$structure->headers['from'], 'to' => @$structure->headers['to'], 'cc' => @$structure->headers['cc'], 'subject' => @$structure->headers['subject'], 'body' => @$body, 'full_email' => @$full_message, 'has_attachment' => $has_attachments, 'headers' => @$structure->headers); // automatically associate this incoming email with a customer if (Customer::hasCustomerIntegration($prj_id)) { if (!empty($structure->headers['from'])) { list($customer_id, ) = Customer::getCustomerIDByEmails($prj_id, array($sender_email)); if (!empty($customer_id)) { $t['customer_id'] = $customer_id; } } } if (empty($t['customer_id'])) { $t['customer_id'] = "NULL"; } if (!$has_magic_cookie && Support::blockEmailIfNeeded($t)) { return true; } // re-write Threading headers if needed list($t['full_email'], $t['headers']) = Mail_API::rewriteThreadingHeaders($t['issue_id'], $t['full_email'], $t['headers'], "email"); $res = Support::insertEmail($t, $structure, $sup_id); if ($res != -1) { Support::extractAttachments($issue_id, $full_message); // 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; } Notification::notifyNewEmail(Auth::getUserID(), $issue_id, $t, $internal_only, $assignee_only, '', $sup_id); // try to get usr_id of sender, if not, use system account $usr_id = User::getUserIDByEmail(Mail_API::getEmailAddress($structure->headers['from'])); if (!$usr_id) { $usr_id = APP_SYSTEM_USER_ID; } // mark this issue as updated if (!empty($t['customer_id']) && $t['customer_id'] != 'NULL') { Issue::markAsUpdated($issue_id, 'customer action'); } else { if (!empty($usr_id) && User::getRoleByUser($usr_id, $prj_id) > User::getRoleID('Customer')) { Issue::markAsUpdated($issue_id, 'staff response'); } else { Issue::markAsUpdated($issue_id, 'user response'); } } // log routed email History::add($issue_id, $usr_id, History::getTypeID('email_routed'), "Email routed from " . $structure->headers['from']); } return true; }