function createTicket($mid)
{
global $ost;
if (!($mailinfo = $this->getHeaderInfo($mid))) {
return false;
}
// TODO: If the content-type of the message is 'message/rfc822',
// then this is a message with the forwarded message as the
// attachment. Download the body and pass it along to the mail
// parsing engine.
$info = Mail_Parse::splitHeaders($mailinfo['header']);
if (strtolower($info['Content-Type']) == 'message/rfc822') {
if ($wrapped = $this->getPart($mid, 'message/rfc822')) {
require_once INCLUDE_DIR . 'api.tickets.php';
// Simulate piping the contents into the system
$api = new TicketApiController();
$parser = new EmailDataParser();
if ($data = $parser->parse($wrapped)) {
return $api->processEmail($data);
}
}
// If any of this fails, create the ticket as usual
}
//Is the email address banned?
if ($mailinfo['email'] && TicketFilter::isBanned($mailinfo['email'])) {
//We need to let admin know...
$ost->logWarning(_S('Ticket denied'), sprintf(_S('Banned email — %s'), $mailinfo['email']), false);
return true;
//Report success (moved or delete)
}
// Parse MS TNEF emails
if (($struct = imap_fetchstructure($this->mbox, $mid)) && ($attachments = $this->getAttachments($struct))) {
foreach ($attachments as $i => $info) {
if (0 === strcasecmp('application/ms-tnef', $info['type'])) {
try {
$data = $this->decode(imap_fetchbody($this->mbox, $mid, $info['index']), $info['encoding']);
$tnef = new TnefStreamParser($data);
$this->tnef = $tnef->getMessage();
// No longer considered an attachment
unset($attachments[$i]);
// There should only be one of these
break;
} catch (TnefException $ex) {
// Noop -- winmail.dat remains an attachment
}
}
}
}
$vars = $mailinfo;
$vars['name'] = $mailinfo['name'];
$vars['subject'] = $mailinfo['subject'] ?: '[No Subject]';
$vars['emailId'] = $mailinfo['emailId'] ?: $this->getEmailId();
$vars['to-email-id'] = $mailinfo['emailId'] ?: 0;
$vars['flags'] = new ArrayObject();
if ($this->isBounceNotice($mid)) {
// Fetch the original References and assign to 'references'
if ($headers = $this->getOriginalMessageHeaders($mid)) {
$vars['references'] = $headers['references'];
$vars['in-reply-to'] = @$headers['in-reply-to'] ?: null;
}
// Fetch deliver status report
$vars['message'] = $this->getDeliveryStatusMessage($mid) ?: $this->getBody($mid);
$vars['thread-type'] = 'N';
$vars['flags']['bounce'] = true;
} else {
$vars['message'] = $this->getBody($mid);
$vars['flags']['bounce'] = TicketFilter::isBounce($info);
}
//Missing FROM name - use email address.
if (!$vars['name']) {
list($vars['name']) = explode('@', $vars['email']);
}
if ($ost->getConfig()->useEmailPriority()) {
$vars['priorityId'] = $this->getPriority($mid);
}
$ticket = null;
$newticket = true;
$errors = array();
$seen = false;
// Use the settings on the thread entry on the ticket details
// form to validate the attachments in the email
$tform = TicketForm::objects()->one()->getForm();
$messageField = $tform->getField('message');
$fileField = $messageField->getWidget()->getAttachments();
// Fetch attachments if any.
if ($messageField->isAttachmentsEnabled()) {
// Include TNEF attachments in the attachments list
if ($this->tnef) {
foreach ($this->tnef->attachments as $at) {
$attachments[] = array('cid' => @$at->AttachContentId ?: false, 'data' => $at, 'size' => @$at->DataSize ?: null, 'type' => @$at->AttachMimeTag ?: false, 'name' => $at->getName());
}
}
$vars['attachments'] = array();
foreach ($attachments as $a) {
$file = array('name' => $a['name'], 'type' => $a['type']);
if (@$a['data'] instanceof TnefAttachment) {
$file['data'] = $a['data']->getData();
} else {
// only fetch the body if necessary
$self = $this;
$file['data'] = function () use($self, $mid, $a) {
return $self->decode(imap_fetchbody($self->mbox, $mid, $a['index']), $a['encoding']);
};
}
// Include the Content-Id if specified (for inline images)
$file['cid'] = isset($a['cid']) ? $a['cid'] : false;
// Validate and save immediately
try {
$file['id'] = $fileField->uploadAttachment($file);
} catch (FileUploadError $ex) {
$file['error'] = $file['name'] . ': ' . $ex->getMessage();
}
$vars['attachments'][] = $file;
}
}
// Allow signal handlers to interact with the message decoding
Signal::send('mail.processed', $this, $vars);
$seen = false;
if (($thread = ThreadEntry::lookupByEmailHeaders($vars, $seen)) && ($t = $thread->getTicket()) && ($vars['staffId'] || !$t->isClosed() || $t->isReopenable()) && ($message = $thread->postEmail($vars))) {
if (!$message instanceof ThreadEntry) {
// Email has been processed previously
return $message;
}
$ticket = $message->getTicket();
} elseif ($seen) {
// Already processed, but for some reason (like rejection), no
// thread item was created. Ignore the email
return true;
} elseif ($ticket = Ticket::create($vars, $errors, 'Email')) {
$message = $ticket->getLastMessage();
} else {
//Report success if the email was absolutely rejected.
if (isset($errors['errno']) && $errors['errno'] == 403) {
// Never process this email again!
ThreadEntry::logEmailHeaders(0, $vars['mid']);
return true;
}
// Log an error to the system logs
$mailbox = Email::lookup($vars['emailId']);
$ost->logError(_S('Mail Processing Exception'), sprintf(_S("Mailbox: %s | Error(s): %s"), $mailbox->getEmail(), print_r($errors, true)), false);
// Indicate failure of mail processing
return null;
}
return $ticket;
}
function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
{
global $cfg, $thisclient, $_FILES;
//Make sure the email is not banned
if ($vars['email'] && EmailFilter::isBanned($vars['email'])) {
$errors['err'] = 'Ticket denied. Error #403';
Sys::log(LOG_WARNING, 'Ticket denied', 'Banned email - ' . $vars['email']);
return 0;
}
$id = 0;
$fields = array();
$fields['name'] = array('type' => 'string', 'required' => 1, 'error' => 'Name required');
$fields['email'] = array('type' => 'email', 'required' => 1, 'error' => 'Valid email required');
$fields['subject'] = array('type' => 'string', 'required' => 1, 'error' => 'Subject required');
$fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
switch (strtolower($origin)) {
case 'web':
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
break;
case 'staff':
$fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Topic required');
$fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY');
case 'api':
$fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
break;
case 'email':
$fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
break;
default:
# TODO: Return error message
$errors['origin'] = 'Invalid origin given';
}
$fields['pri'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
$fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required');
if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
$errors['err'] = 'Missing or invalid data - check the errors and try again';
}
//Make sure phone extension is valid
if ($vars['phone_ext']) {
if (!is_numeric($vars['phone_ext']) && !$errors['phone']) {
$errors['phone'] = 'Invalid phone ext.';
} elseif (!$vars['phone']) {
//make sure they just didn't enter ext without phone # XXX: reconsider allowing!
$errors['phone'] = 'Phone number required';
}
}
//Make sure the due date is valid
if ($vars['duedate']) {
if (!$vars['time'] || strpos($vars['time'], ':') === false) {
$errors['time'] = 'Select time';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
$errors['duedate'] = 'Invalid duedate';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
$errors['duedate'] = 'Due date must be in the future';
}
}
//check attachment..if any is set ...only set on webbased tickets..
//XXX:?? Create ticket anyway and simply drop the attachments?? We're already doing so with emails.
if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments()) {
if (!$cfg->canUploadFileType($_FILES['attachment']['name'])) {
$errors['attachment'] = 'Invalid file type [ ' . Format::htmlchars($_FILES['attachment']['name']) . ' ]';
} elseif ($_FILES['attachment']['size'] > $cfg->getMaxFileSize()) {
$errors['attachment'] = 'File is too big. Max ' . $cfg->getMaxFileSize() . ' bytes allowed';
}
}
# Perform email filter actions on the new ticket arguments XXX: Move filter to the top and check for reject...
if (!$errors && ($ef = new EmailFilter($vars))) {
$ef->apply($vars);
}
# Some things will need to be unpacked back into the scope of this
# function
if (isset($vars['autorespond'])) {
$autorespond = $vars['autorespond'];
}
//check ticket limits..if limit set is >0
//TODO: Base ticket limits on SLA... XXX: move it elsewhere??
if ($vars['email'] && !$errors && $cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff')) {
$openTickets = Ticket::getOpenTicketsByEmail($vars['email']);
if ($openTickets >= $cfg->getMaxOpenTickets()) {
$errors['err'] = "You've reached the maximum open tickets allowed.";
//Send the notice only once (when the limit is reached) incase of autoresponders at client end.
if ($cfg->getMaxOpenTickets() == $openTickets && $cfg->sendOverlimitNotice()) {
if ($vars['deptId']) {
$dept = Dept::lookup($vars['deptId']);
}
if (!$dept || !($tpl = $dept->getTemplate())) {
$tpl = $cfg->getDefaultTemplate();
}
if (!$dept || !($email = $dept->getAutoRespEmail())) {
$email = $cfg->getDefaultEmail();
}
if ($tpl && ($msg = $tpl->getOverlimitMsgTemplate()) && $email) {
$body = str_replace('%name', $vars['name'], $msg['body']);
$body = str_replace('%email', $vars['email'], $msg['body']);
$body = str_replace('%url', $cfg->getBaseUrl(), $body);
$body = str_replace('%signature', $dept && $dept->isPublic() ? $dept->getSignature() : '', $body);
$email->send($vars['email'], $msg['subj'], $body);
}
//Log + Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
$msg = 'Support ticket request denied for ' . $vars['email'] . "\n" . 'Open ticket:' . $openTickets . "\n" . 'Max Allowed:' . $cfg->getMaxOpenTickets() . "\n\nNotice only sent once";
Sys::log(LOG_CRIT, 'Overlimit Notice', $msg);
}
}
}
//Any error above is fatal.
if ($errors) {
return 0;
}
// OK...just do it.
$deptId = $vars['deptId'];
//pre-selected Dept if any.
$priorityId = $vars['pri'];
$source = ucfirst($vars['source']);
$topic = NULL;
// Intenal mapping magic...see if we need to overwrite anything
if (isset($vars['topicId']) && ($topic = Topic::lookup($vars['topicId']))) {
//Ticket created via web by user/or staff
$deptId = $deptId ? $deptId : $topic->getDeptId();
$priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
if ($autorespond) {
$autorespond = $topic->autoRespond();
}
$source = $vars['source'] ? $vars['source'] : 'Web';
} elseif ($vars['emailId'] && !$vars['deptId'] && ($email = Email::lookup($vars['emailId']))) {
//Emailed Tickets
$deptId = $email->getDeptId();
$priorityId = $priorityId ? $priorityId : $email->getPriorityId();
if ($autorespond) {
$autorespond = $email->autoRespond();
}
$email = null;
$source = 'Email';
} elseif ($vars['deptId']) {
//Opened by staff.
$deptId = $vars['deptId'];
$source = ucfirst($vars['source']);
}
//Last minute checks
$priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
$deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
$topicId = $vars['topicId'] ? $vars['topicId'] : 0;
$ipaddress = $vars['ip'] ? $vars['ip'] : $_SERVER['REMOTE_ADDR'];
//We are ready son...hold on to the rails.
$extId = Ticket::genExtRandID();
$sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,ticketID=' . db_input($extId) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,priority_id=' . db_input($priorityId) . ' ,email=' . db_input($vars['email']) . ' ,name=' . db_input(Format::striptags($vars['name'])) . ' ,subject=' . db_input(Format::striptags($vars['subject'])) . ' ,phone="' . db_input($vars['phone'], false) . '"' . ' ,phone_ext=' . db_input($vars['phone_ext'] ? $vars['phone_ext'] : '') . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
//Make sure the origin is staff - avoid firebug hack!
if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
$sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
}
if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
return null;
}
/* -------------------- POST CREATE ------------------------ */
$dept = $ticket->getDept();
if (!$cfg->useRandomIds()) {
//Sequential ticketIDs support really..really suck arse.
$extId = $id;
//To make things really easy we are going to use autoincrement ticket_id.
db_query('UPDATE ' . TICKET_TABLE . ' SET ticketID=' . db_input($extId) . ' WHERE ticket_id=' . $id . ' LIMIT 1');
//TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
}
//post the message.
$msgid = $ticket->postMessage($vars['message'], $source, $vars['mid'], $vars['header'], true);
//TODO: recover from postMessage error??
//Upload attachments...web based. - XXX: Assumes user uploaded attachments!! XXX: move it to client interface.
if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) {
if (!$cfg->allowAttachmentsOnlogin() || $cfg->allowAttachmentsOnlogin() && ($thisuser && $thisuser->isValid())) {
$ticket->uploadAttachment($_FILES['attachment'], $msgid, 'M');
}
}
// Configure service-level-agreement for this ticket
$ticket->selectSLAId($vars['slaId']);
//Auto assign staff or team - auto assignment based on filter rules.
if ($vars['staffId'] && !$vars['assignId']) {
$ticket->assignToStaff($vars['staffId'], 'auto-assignment');
}
if ($vars['teamId'] && !$vars['assignId']) {
$ticket->assignToTeam($vars['teamId'], 'auto-assignment');
}
/********** double check auto-response ************/
//Overwrite auto responder if the FROM email is one of the internal emails...loop control.
if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
$autorespond = false;
}
if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
$autorespond = false;
}
# Messages that are clearly auto-responses from email systems should
# not have a return 'ping' message
if ($autorespond && $vars['header'] && EmailFilter::isAutoResponse(Mail_Parse::splitHeaders($vars['header']))) {
$autorespond = false;
}
//Don't auto respond to mailer daemons.
if ($autorespond && (strpos(strtolower($vars['email']), 'mailer-daemon@') !== false || strpos(strtolower($vars['email']), 'postmaster@') !== false)) {
$autorespond = false;
}
/***** See if we need to send some alerts ****/
$ticket->onNewTicket($vars['message'], $autorespond, $alertstaff);
return $ticket;
}
function _build($lang) {
list($code, $zip) = $this->_request("download/$lang.zip");
if ($code !== 200)
$this->fail('Language is not available'."\n");
$temp = tempnam('/tmp', 'osticket-cli');
$f = fopen($temp, 'w');
fwrite($f, $zip);
fclose($f);
$zip = new ZipArchive();
$zip->open($temp);
unlink($temp);
$lang = str_replace('-','_',$lang);
@unlink(I18N_DIR."$lang.phar");
$phar = new Phar(I18N_DIR."$lang.phar");
$phar->startBuffering();
$po_file = false;
for ($i=0; $i<$zip->numFiles; $i++) {
$info = $zip->statIndex($i);
$contents = $zip->getFromIndex($i);
if (!$contents)
continue;
if (strpos($info['name'], '/messages.po') !== false) {
$po_file = $contents;
// Don't add the PO file as-is to the PHAR file
continue;
}
$phar->addFromString($info['name'], $contents);
}
// TODO: Add i18n extras (like fonts)
// Redactor language pack
//
$langs = array($lang);
if (strpos($lang, '_') !== false) {
@list($short) = explode('_', $lang);
$langs[] = $short;
}
foreach ($langs as $l) {
list($code, $js) = $this->_http_get(
'http://imperavi.com/webdownload/redactor/lang/?lang='
.strtolower($l));
if ($code == 200 && ($js != 'File not found')) {
$phar->addFromString('js/redactor.js', $js);
break;
}
}
if ($code != 200)
$this->stderr->write($lang . ": Unable to fetch Redactor language file\n");
// JQuery UI Datepicker
// http://jquery-ui.googlecode.com/svn/tags/latest/ui/i18n/jquery.ui.datepicker-de.js
foreach ($langs as $l) {
list($code, $js) = $this->_http_get(
'http://jquery-ui.googlecode.com/svn/tags/latest/ui/i18n/jquery.ui.datepicker-'
.str_replace('_','-',$l).'.js');
// If locale-specific version is not available, use the base
// language version (de if de_CH is not available)
if ($code == 200)
break;
}
if ($code == 200)
$phar->addFromString('js/jquery.ui.datepicker.js', $js);
else
$this->stderr->write(str_replace('_','-',$lang)
.": Unable to fetch jQuery UI Datepicker locale file\n");
// True type fonts for PDF printing
$langs = (include I18N_DIR . 'langs.php');
$info = $langs[$lang];
if (isset($info['fonts'])) {
foreach ($info['fonts'] as $name => $types) {
foreach ($types as $code => $fullname) {
list($ttf, $url) = $fullname;
if (!$url)
continue;
list($code, $file) = $this->_http_get($url);
if ($code == 200)
$phar->addFromString('fonts/'.$ttf, $file);
else
$this->stderr->write(
"*** Unable to fetch $url\n");
}
}
}
// Add in the messages.mo.php file
if ($po_file) {
$pipes = array();
$msgfmt = proc_open('msgfmt -o- -',
array(0=>array('pipe','r'), 1=>array('pipe','w')),
$pipes);
if (is_resource($msgfmt)) {
fwrite($pipes[0], $po_file);
fclose($pipes[0]);
$mo_input = fopen('php://temp', 'r+b');
fwrite($mo_input, stream_get_contents($pipes[1]));
rewind($mo_input);
require_once INCLUDE_DIR . 'class.translation.php';
$mo = Translation::buildHashFile($mo_input, false, true);
$phar->addFromString('LC_MESSAGES/messages.mo.php', $mo);
fclose($mo_input);
}
}
// Add in translation of javascript strings
$phrases = array();
if ($mo && ($js = $this->__getAllJsPhrases())) {
$mo = (eval (substr($mo, 5))); # Chop off <?php
foreach ($js as $c) {
foreach ($c['forms'] as $f) {
$phrases[$f] = @$mo[$f] ?: $f;
}
}
$phar->addFromString(
'js/osticket-strings.js',
sprintf('(function($){$.oststrings=%s;})(jQuery);',
JsonDataEncoder::encode($phrases))
);
}
// Include a manifest
include_once INCLUDE_DIR . 'class.mailfetch.php';
$po_header = Mail_Parse::splitHeaders($mo['']);
$info = array(
'Build-Date' => date(DATE_RFC822),
'Build-Version' => trim(`git describe`),
'Language' => $po_header['Language'],
#'Phrases' =>
#'Translated' =>
#'Approved' =>
'Id' => 'lang:' . $lang,
'Last-Revision' => $po_header['PO-Revision-Date'],
'Version' => (int)(strtotime($po_header['PO-Revision-Date']) / 10000),
);
$phar->addFromString(
'MANIFEST.php',
sprintf('<?php return %s;', var_export($info, true)));
// TODO: Sign files
// Use a very small stub
$phar->setStub('<?php __HALT_COMPILER();');
$phar->setSignatureAlgorithm(Phar::SHA1);
$phar->stopBuffering();
}
static function isBounce($headers)
{
if ($headers && !is_array($headers)) {
$headers = Mail_Parse::splitHeaders($headers);
}
$bounce_headers = array('From' => array('stripos', array('MAILER-DAEMON', '<>'), null, false), 'Subject' => array('stripos', array('DELIVERY FAILURE', 'DELIVERY STATUS', 'UNDELIVERABLE:', 'Undelivered Mail Returned'), 0), 'Return-Path' => array('strcmp', array('<>'), 0), 'Content-Type' => array('stripos', array('report-type=delivery-status'), null, false), 'X-Failed-Recipients' => array('strpos', array('@'), null, false));
foreach ($bounce_headers as $header => $find) {
if (!isset($headers[$header])) {
continue;
}
@(list($func, $searches, $pos, $neg) = $find);
if (!($value = $headers[$header]) || !is_array($searches)) {
continue;
}
foreach ($searches as $f) {
$result = call_user_func($func, $value, $f);
if ($pos === null && $result !== $neg or $result === $pos) {
return true;
}
}
}
return false;
}
function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
{
global $cfg, $thisclient, $_FILES;
//Check for 403
if ($vars['email'] && Validator::is_email($vars['email'])) {
//Make sure the email address is not banned
if (EmailFilter::isBanned($vars['email'])) {
$errors['err'] = 'Ticket denied. Error #403';
Sys::log(LOG_WARNING, 'Ticket denied', 'Banned email - ' . $vars['email']);
return 0;
}
//Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($client = Client::lookupByEmail($vars['email'])) && ($openTickets = $client->getNumOpenTickets()) && $opentickets >= $cfg->getMaxOpenTickets()) {
$errors['err'] = "You've reached the maximum open tickets allowed.";
Sys::log(LOG_WARNING, 'Ticket denied -' . $vars['email'], sprintf('Max open tickets (%d) reached for %s ', $cfg->getMaxOpenTickets(), $vars['email']));
return 0;
}
}
// Make sure email contents should not be rejected
if (($email_filter = new EmailFilter($vars)) && ($filter = $email_filter->shouldReject())) {
$errors['err'] = 'Ticket denied. Error #403';
Sys::log(LOG_WARNING, 'Ticket denied', sprintf('Banned email - %s by filter "%s"', $vars['email'], $filter->getName()));
return 0;
}
$id = 0;
$fields = array();
$fields['name'] = array('type' => 'string', 'required' => 1, 'error' => 'Name required');
$fields['email'] = array('type' => 'email', 'required' => 1, 'error' => 'Valid email required');
$fields['subject'] = array('type' => 'string', 'required' => 1, 'error' => 'Subject required');
$fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
switch (strtolower($origin)) {
case 'web':
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
break;
case 'staff':
$fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Topic required');
$fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY');
case 'api':
$fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
break;
case 'email':
$fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
break;
default:
# TODO: Return error message
$errors['err'] = $errors['origin'] = 'Invalid origin given';
}
$fields['priorityId'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
$fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required');
if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
$errors['err'] = 'Missing or invalid data - check the errors and try again';
}
//Make sure phone extension is valid
if ($vars['phone_ext']) {
if (!is_numeric($vars['phone_ext']) && !$errors['phone']) {
$errors['phone'] = 'Invalid phone ext.';
} elseif (!$vars['phone']) {
//make sure they just didn't enter ext without phone # XXX: reconsider allowing!
$errors['phone'] = 'Phone number required';
}
}
//Make sure the due date is valid
if ($vars['duedate']) {
if (!$vars['time'] || strpos($vars['time'], ':') === false) {
$errors['time'] = 'Select time';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
$errors['duedate'] = 'Invalid duedate';
} elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
$errors['duedate'] = 'Due date must be in the future';
}
}
# Perform email filter actions on the new ticket arguments XXX: Move filter to the top and check for reject...
if (!$errors && $email_filter) {
$email_filter->apply($vars);
}
# Some things will need to be unpacked back into the scope of this
# function
if (isset($vars['autorespond'])) {
$autorespond = $vars['autorespond'];
}
//Any error above is fatal.
if ($errors) {
return 0;
}
// OK...just do it.
$deptId = $vars['deptId'];
//pre-selected Dept if any.
$priorityId = $vars['priorityId'];
$source = ucfirst($vars['source']);
$topic = NULL;
// Intenal mapping magic...see if we need to overwrite anything
if (isset($vars['topicId']) && ($topic = Topic::lookup($vars['topicId']))) {
//Ticket created via web by user/or staff
$deptId = $deptId ? $deptId : $topic->getDeptId();
$priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
if ($autorespond) {
$autorespond = $topic->autoRespond();
}
$source = $vars['source'] ? $vars['source'] : 'Web';
} elseif ($vars['emailId'] && !$vars['deptId'] && ($email = Email::lookup($vars['emailId']))) {
//Emailed Tickets
$deptId = $email->getDeptId();
$priorityId = $priorityId ? $priorityId : $email->getPriorityId();
if ($autorespond) {
$autorespond = $email->autoRespond();
}
$email = null;
$source = 'Email';
} elseif ($vars['deptId']) {
//Opened by staff.
$deptId = $vars['deptId'];
$source = ucfirst($vars['source']);
}
//Last minute checks
$priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
$deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
$topicId = $vars['topicId'] ? $vars['topicId'] : 0;
$ipaddress = $vars['ip'] ? $vars['ip'] : $_SERVER['REMOTE_ADDR'];
//We are ready son...hold on to the rails.
$extId = Ticket::genExtRandID();
$sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,ticketID=' . db_input($extId) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,priority_id=' . db_input($priorityId) . ' ,email=' . db_input($vars['email']) . ' ,name=' . db_input(Format::striptags($vars['name'])) . ' ,subject=' . db_input(Format::striptags($vars['subject'])) . ' ,phone="' . db_input($vars['phone'], false) . '"' . ' ,phone_ext=' . db_input($vars['phone_ext'] ? $vars['phone_ext'] : '') . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
//Make sure the origin is staff - avoid firebug hack!
if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
$sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
}
if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
return null;
}
/* -------------------- POST CREATE ------------------------ */
$dept = $ticket->getDept();
if (!$cfg->useRandomIds()) {
//Sequential ticketIDs support really..really suck arse.
$extId = $id;
//To make things really easy we are going to use autoincrement ticket_id.
db_query('UPDATE ' . TICKET_TABLE . ' SET ticketID=' . db_input($extId) . ' WHERE ticket_id=' . $id . ' LIMIT 1');
//TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
}
//post the message.
$msgid = $ticket->postMessage($vars['message'], $source, $vars['mid'], $vars['header'], true);
// Configure service-level-agreement for this ticket
$ticket->selectSLAId($vars['slaId']);
//Auto assign staff or team - auto assignment based on filter rules.
if ($vars['staffId'] && !$vars['assignId']) {
$ticket->assignToStaff($vars['staffId'], 'auto-assignment');
}
if ($vars['teamId'] && !$vars['assignId']) {
$ticket->assignToTeam($vars['teamId'], 'auto-assignment');
}
/********** double check auto-response ************/
//Overwrite auto responder if the FROM email is one of the internal emails...loop control.
if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
$autorespond = false;
}
if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
$autorespond = false;
}
# Messages that are clearly auto-responses from email systems should
# not have a return 'ping' message
if ($autorespond && $vars['header'] && EmailFilter::isAutoResponse(Mail_Parse::splitHeaders($vars['header']))) {
$autorespond = false;
}
//Don't auto respond to mailer daemons.
if ($autorespond && (strpos(strtolower($vars['email']), 'mailer-daemon@') !== false || strpos(strtolower($vars['email']), 'postmaster@') !== false)) {
$autorespond = false;
}
/***** See if we need to send some alerts ****/
$ticket->onNewTicket($vars['message'], $autorespond, $alertstaff);
/************ check if the user JUST reached the max. open tickets limit **********/
if ($cfg->getMaxOpenTickets() > 0 && ($client = $ticket->getClient()) && $client->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
$ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
}
/* Phew! ... time for tea (KETEPA) */
return $ticket;
}
function getEmailHeaderArray()
{
require_once INCLUDE_DIR . 'class.mailparse.php';
if (!isset($this->ht['@headers'])) {
$this->ht['@headers'] = Mail_Parse::splitHeaders($this->ht['headers']);
}
return $this->ht['@headers'];
}
function getEmailHeaders()
{
require_once INCLUDE_DIR . 'class.mailparse.php';
$sql = 'SELECT headers FROM ' . TICKET_EMAIL_INFO_TABLE . ' WHERE message_id=' . $this->getId();
$headers = db_result(db_query($sql));
return Mail_Parse::splitHeaders($headers);
}
function isAutoBounce($headers)
{
if ($headers && !is_array($headers)) {
$headers = Mail_Parse::splitHeaders($headers);
}
$bounce_headers = array('From' => array('<MAILER-DAEMON@MAILER-DAEMON>', 'MAILER-DAEMON', '<>'), 'Subject' => array('DELIVERY FAILURE', 'DELIVERY STATUS', 'UNDELIVERABLE:'));
foreach ($bounce_headers as $header => $find) {
if (!isset($headers[$header])) {
continue;
}
$value = strtoupper($headers[$header]);
if (is_array($find)) {
foreach ($find as $f) {
if (strpos($value, $f) === 0) {
return true;
}
}
} elseif (strpos($value, $find) === 0) {
return true;
}
}
return false;
}
