function handleCreateCase($email, $userId)
{
global $current_user, $mod_strings, $current_language;
$mod_strings = return_module_language($current_language, "Emails");
$GLOBALS['log']->debug('In handleCreateCase');
$c = new aCase();
$this->getCaseIdFromCaseNumber($email->name, $c);
if (!$this->handleCaseAssignment($email) && $this->isMailBoxTypeCreateCase()) {
// create a case
$GLOBALS['log']->debug('retrieveing email');
$email->retrieve($email->id);
$c = new aCase();
$c->description = $email->description;
$c->assigned_user_id = $userId;
$c->name = $email->name;
$c->status = 'New';
$c->priority = 'P1';
if (!empty($email->reply_to_email)) {
$contactAddr = $email->reply_to_email;
} else {
$contactAddr = $email->from_addr;
}
$GLOBALS['log']->debug('finding related accounts with address ' . $contactAddr);
if ($accountIds = $this->getRelatedId($contactAddr, 'accounts')) {
if (sizeof($accountIds) == 1) {
$c->account_id = $accountIds[0];
$acct = new Account();
$acct->retrieve($c->account_id);
$c->account_name = $acct->name;
}
// if
}
// if
$c->save(true);
$caseId = $c->id;
$c = new aCase();
$c->retrieve($caseId);
if ($c->load_relationship('emails')) {
$c->emails->add($email->id);
}
// if
if ($contactIds = $this->getRelatedId($contactAddr, 'contacts')) {
if (!empty($contactIds) && $c->load_relationship('contacts')) {
$c->contacts->add($contactIds);
}
// if
}
// if
$c->email_id = $email->id;
$email->parent_type = "Cases";
$email->parent_id = $caseId;
// assign the email to the case owner
$email->assigned_user_id = $c->assigned_user_id;
$email->name = str_replace('%1', $c->case_number, $c->getEmailSubjectMacro()) . " " . $email->name;
$email->save();
$GLOBALS['log']->debug('InboundEmail created one case with number: ' . $c->case_number);
$createCaseTemplateId = $this->get_stored_options('create_case_email_template', "");
if (!empty($this->stored_options)) {
$storedOptions = unserialize(base64_decode($this->stored_options));
}
if (!empty($createCaseTemplateId)) {
$fromName = "";
$fromAddress = "";
if (!empty($this->stored_options)) {
$fromAddress = $storedOptions['from_addr'];
$fromName = from_html($storedOptions['from_name']);
$replyToName = !empty($storedOptions['reply_to_name']) ? from_html($storedOptions['reply_to_name']) : $fromName;
$replyToAddr = !empty($storedOptions['reply_to_addr']) ? $storedOptions['reply_to_addr'] : $fromAddress;
}
// if
$defaults = $current_user->getPreferredEmail();
$fromAddress = !empty($fromAddress) ? $fromAddress : $defaults['email'];
$fromName = !empty($fromName) ? $fromName : $defaults['name'];
$to[0]['email'] = $contactAddr;
// handle to name: address, prefer reply-to
if (!empty($email->reply_to_name)) {
$to[0]['display'] = $email->reply_to_name;
} elseif (!empty($email->from_name)) {
$to[0]['display'] = $email->from_name;
}
$et = new EmailTemplate();
$et->retrieve($createCaseTemplateId);
if (empty($et->subject)) {
$et->subject = '';
}
if (empty($et->body)) {
$et->body = '';
}
if (empty($et->body_html)) {
$et->body_html = '';
}
$et->subject = "Re:" . " " . str_replace('%1', $c->case_number, $c->getEmailSubjectMacro() . " " . $c->name);
$html = trim($email->description_html);
$plain = trim($email->description);
$email->email2init();
$email->from_addr = $email->from_addr_name;
$email->to_addrs = $email->to_addrs_names;
$email->cc_addrs = $email->cc_addrs_names;
$email->bcc_addrs = $email->bcc_addrs_names;
$email->from_name = $email->from_addr;
$email = $email->et->handleReplyType($email, "reply");
$ret = $email->et->displayComposeEmail($email);
$ret['description'] = empty($email->description_html) ? str_replace("\n", "\n<BR/>", $email->description) : $email->description_html;
$reply = new Email();
$reply->type = 'out';
$reply->to_addrs = $to[0]['email'];
$reply->to_addrs_arr = $to;
$reply->cc_addrs_arr = array();
$reply->bcc_addrs_arr = array();
$reply->from_name = $fromName;
$reply->from_addr = $fromAddress;
$reply->reply_to_name = $replyToName;
$reply->reply_to_addr = $replyToAddr;
$reply->name = $et->subject;
$reply->description = $et->body . "<div><hr /></div>" . $email->description;
if (!$et->text_only) {
$reply->description_html = $et->body_html . "<div><hr /></div>" . $email->description;
}
$GLOBALS['log']->debug('saving and sending auto-reply email');
//$reply->save(); // don't save the actual email.
$reply->send();
}
// if
} else {
if (!empty($email->reply_to_email)) {
$contactAddr = $email->reply_to_email;
} else {
$contactAddr = $email->from_addr;
}
$this->handleAutoresponse($email, $contactAddr);
}
}
function syncticket($session, $data)
{
$GLOBALS['log']->error("syncticket");
if (!self::$helperObject->checkSessionAndModuleAccess($session, 'invalid_session', 'Cases', 'write', 'no_access', new SoapError())) {
echo "No access";
return;
}
$admin = new Administration();
$admin->retrieveSettings('system');
$ticket = new SimpleXMLElement(str_replace('!AMP!', '&', $data));
$GLOBALS['log']->error("find or create case");
$case = new aCase();
$nice_id = (int) $ticket->{'nice-id'};
if ($case = $case->retrieve_by_string_fields(array('zendesk_ticket_id_c' => $nice_id))) {
$GLOBALS['log']->error("found case " . $case->id);
} else {
$GLOBALS['log']->error("creating new case");
$case = new aCase();
}
$case->zendesk_ticket_id_c = $nice_id;
$case->name = $ticket->subject;
if ($admin->settings['system_zendesk_status_map']) {
$mapped_to = $admin->settings['system_zendesk_status_map'];
$mapped_field = 'system_zendesk_status_map_' . $ticket->{'status-id'};
$case->{$mapped_to} = $admin->settings[$mapped_field];
}
if ($admin->settings['system_zendesk_priority_map']) {
$mapped_to = $admin->settings['system_zendesk_priority_map'];
$mapped_field = 'system_zendesk_priority_map_' . $ticket->{'priority-id'};
$case->{$mapped_to} = $admin->settings[$mapped_field];
}
if ($admin->settings['system_zendesk_type_map']) {
$mapped_to = $admin->settings['system_zendesk_type_map'];
$mapped_field = 'system_zendesk_type_map_' . $ticket->{'ticket-type-id'};
$case->{$mapped_to} = $admin->settings[$mapped_field];
}
$requester = $ticket->requester;
if ($requester->organization) {
$account = new Account();
if ($account = $account->retrieve_by_string_fields(array('name' => $requester->organization->name))) {
$GLOBALS['log']->error("found account " . $account->id);
} else {
$account = new Account();
$account->name = $requester->organization->name;
$account->save();
$GLOBALS['log']->error("created account " . $account->id);
}
$case->account_id = $account->id;
}
$GLOBALS['log']->error("save case with zendesk_ticket_id_c " . $case->zendesk_ticket_id_c);
$case->save();
$GLOBALS['log']->error("associate contacts");
if ($case->load_relationship('contacts')) {
$ea = new EmailAddress();
$ids = $ea->getRelatedId($requester->email, 'contacts');
if (!empty($ids)) {
$case->contacts->add($ids);
} else {
$contact = new Contact();
$contact->email1 = $requester->email;
$names = split(' ', $requester->name);
$contact->last_name = $names[count($names) - 1];
$contact->first_name = join(' ', array_slice($names, 0, -1));
$contact->save();
$case->contacts->add(array($contact->id));
}
}
$GLOBALS['log']->error("syncticket done");
echo "OK " . $case->id;
}
