public function createMailFromNewMessage()
{
if ($this->_isLocked() || !Mage::helper('aw_hdu3/config')->isEnabled()) {
return $this;
}
$departmentCollection = Mage::getModel('aw_hdu3/department')->getCollection();
$departmentCollection->addActiveFilter()->sortByOrder();
foreach ($departmentCollection as $department) {
/** @var AW_Helpdesk3_Model_Gateway $gateway */
$gateway = $department->getGateway();
if (!$gateway->getIsActive()) {
continue;
}
AW_Lib_Helper_Log::start(Mage::helper('aw_hdu3')->__('Start process gateway "%s".', $gateway->getTitle()));
try {
$gateway->load($gateway->getId());
$gateway->process();
} catch (Exception $e) {
AW_Lib_Helper_Log::log($e->getMessage(), AW_Lib_Helper_Log::SEVERITY_ERROR);
}
AW_Lib_Helper_Log::stop(Mage::helper('aw_hdu3')->__('Stop process gateway "%s".', $gateway->getTitle()));
}
//remove lock
Mage::app()->removeCache(self::LOCK_CACHE_ID);
return $this;
}
public function questionSaveAfter(Varien_Event_Observer $observer)
{
if (!Mage::helper('aw_hdu3')->isModuleOutputEnabled() || !Mage::helper('aw_hdu3/config')->isEnabled() || !Mage::helper('aw_hdu3/config')->isPQEnabled()) {
return $this;
}
$question = $observer->getEvent()->getQuestion();
if (!$question->isObjectNew()) {
return $this;
}
$departmentCollection = Mage::getModel('aw_hdu3/department')->getCollection();
$departmentCollection->sortByOrder()->addActiveFilter()->addFilterByStoreId(Mage::app()->getStore()->getId());
$department = $departmentCollection->getFirstItem();
if (null === $department->getId()) {
return $this;
}
try {
$ticket = Mage::getModel('aw_hdu3/ticket');
$ticket->setDepartmentAgentId($department->getPrimaryAgentId())->setDepartmentId($department->getId())->setStatus(AW_Helpdesk3_Model_Source_Ticket_Status::NEW_VALUE)->setPriority(AW_Helpdesk3_Model_Source_Ticket_Priority::TODO_VALUE)->setCustomerName(Mage::helper('aw_hdu3')->stripTags($question->getAuthorName()))->setCustomerEmail($question->getAuthorEmail())->setSubject(Mage::helper('core/string')->truncate(Mage::helper('aw_hdu3')->__("PQ on %s: %s", Mage::helper('aw_hdu3')->stripTags($question->getProduct()->getName()), $question->getContent()), 80))->setStoreId(Mage::app()->getStore()->getId())->save();
$content = Mage::helper('aw_hdu3')->__('<a href="%s" target="_blank">Edit Product Question entry</a></br>%s: <a href="%s" target="_blank">frontend</a> | <a href="%s" target="_blank">backend</a>', Mage::getSingleton('adminhtml/url')->getUrl('aw_pq2_admin/adminhtml_question/edit', array('id' => $question->getId())), Mage::helper('aw_hdu3')->stripTags($question->getProduct()->getName()), $question->getProduct()->getProductUrl(), Mage::getSingleton('adminhtml/url')->getUrl('adminhtml/catalog_product/edit', array('id' => $question->getProductId())));
$ticket->addHistory(AW_Helpdesk3_Model_Ticket_History_Event_Message::TYPE, array('content' => $question->getContent(), 'attachments' => array()));
$ticket->addHistory(AW_Helpdesk3_Model_Ticket_History_Event_Note::TYPE, array('content' => $content, 'attachments' => array()));
} catch (Exception $e) {
AW_Lib_Helper_Log::log($e->getMessage(), AW_Lib_Helper_Log::SEVERITY_ERROR);
}
return $this;
}
/**
* Create tickets from mail
*
* @return $this
*/
public function createTicketFromMail()
{
if ($this->_isLocked(self::LOCK_CACHE_CREATE_TICKET_ID) || !Mage::helper('aw_hdu3/config')->isEnabled()) {
return $this;
}
$mailCollection = Mage::getModel('aw_hdu3/gateway_mail')->getCollection();
//get only unprocessed mail
$mailCollection->addPendingFilter();
$mailCollection->setPageSize(self::MAIL_LIMIT);
AW_Lib_Helper_Log::start(Mage::helper('aw_hdu3')->__('Create tickets from saved email messages.'));
foreach ($mailCollection as $mail) {
//check mail on reject pattern
if ($mail->isCanConvertToTicket()) {
$gateway = Mage::getModel('aw_hdu3/gateway')->load($mail->getGatewayId());
$department = Mage::getModel('aw_hdu3/department')->load($gateway->getDepartmentId());
if ($gateway->getId() && $department->getId()) {
//get exist or new ticket by mail subject
$ticket = $this->_getTicketByMailSubject($mail->getSubject());
$agentId = null;
if ($ticket->getId()) {
//ticket exist
if ($this->_parseEmail($mail->getFrom()) == $ticket->getDepartmentAgent()->getEmail()) {
$agentId = $ticket->getDepartmentAgentId();
$ticket->setStatus(AW_Helpdesk3_Model_Source_Ticket_Status::WAITING_VALUE);
} else {
if ($ticket->getStatus() != AW_Helpdesk3_Model_Source_Ticket_Status::NEW_VALUE) {
$ticket->setStatus(AW_Helpdesk3_Model_Source_Ticket_Status::OPEN_VALUE);
AW_Lib_Helper_Log::log(Mage::helper('aw_hdu3')->__('Ticket UID[%s] changed status to "Open"', $ticket->getUid()));
}
}
$ticket->setIsReply(true);
} else {
//ticket new
//check option: Create new tickets from incoming emails
$isAllowIncomingFromGateway = Mage::helper('aw_hdu3/config')->isAllowCreateNewTicketsFromIncomingEmails(array_shift($department->getStoreIds()));
if (!$isAllowIncomingFromGateway) {
$mail->setStatus(AW_Helpdesk3_Model_Gateway_Mail::STATUS_PROCESSED)->save();
AW_Lib_Helper_Log::log(Mage::helper('aw_hdu3')->__('Message UID[%s] skipped. Create new tickets from incoming emails denied for this gateway', $mail->getUid()));
continue;
}
$email = $this->_parseEmail($mail->getFrom());
$customer = Mage::getModel('customer/customer')->setStore(Mage::app()->getStore(array_shift($department->getStoreIds())))->loadByEmail($email);
$name = $this->_parseCustomerName($mail->getFrom());
if ($customer && $customer->getId()) {
$name = $customer->getName();
}
$ticket->setDepartmentAgentId($department->getPrimaryAgentId())->setDepartmentId($department->getId())->setStatus(AW_Helpdesk3_Model_Source_Ticket_Status::NEW_VALUE)->setPriority(AW_Helpdesk3_Model_Source_Ticket_Priority::TODO_VALUE)->setCustomerName($name)->setCustomerEmail($email)->setSubject($mail->getSubject())->setStoreId(array_shift($department->getStoreIds()));
}
try {
//save ticket
$ticket->save();
if ($ticket->isObjectNew()) {
AW_Lib_Helper_Log::log(Mage::helper('aw_hdu3')->__('New ticket UID[%s]', $ticket->getUid()));
}
} catch (Exception $e) {
AW_Lib_Helper_Log::log($e->getMessage(), AW_Lib_Helper_Log::SEVERITY_ERROR);
}
try {
//add ticket history - Message
$eventData = array('content' => $mail->getBody(), 'attachments' => $mail->getAttachmentCollection()->getItems());
if ($agentId) {
//reply of admin
$eventData['agent_id'] = $agentId;
$eventData['content'] = nl2br(Mage::helper('aw_hdu3')->escapeHtml($mail->getBody()));
}
$ticket->addHistory(AW_Helpdesk3_Model_Ticket_History_Event_Message::TYPE, $eventData);
} catch (Exception $e) {
AW_Lib_Helper_Log::log($e->getMessage(), AW_Lib_Helper_Log::SEVERITY_ERROR);
}
}
//set status processed
$mail->setStatus(AW_Helpdesk3_Model_Gateway_Mail::STATUS_PROCESSED)->save();
} else {
AW_Lib_Helper_Log::log(Mage::helper('aw_hdu3')->__('Message UID[%s] rejected.', $mail->getUid()), AW_Lib_Helper_Log::SEVERITY_WARNING);
}
}
AW_Lib_Helper_Log::stop(Mage::helper('aw_hdu3')->__('Complete.'));
//remove lock
Mage::app()->removeCache(self::LOCK_CACHE_CREATE_TICKET_ID);
return $this;
}
protected function _convertMessageToMail($message, $messageUid)
{
$messageNumber = $this->_getMessageNumberByUid($messageUid);
$currentDate = new Zend_Date();
$mail = Mage::getModel('aw_hdu3/gateway_mail');
$mail->setUid($this->getMailUidByMessageUid($messageUid))->setGatewayId($this->getId())->setFrom($this->_getMessageFrom($message))->setTo($this->getEmail())->setStatus(AW_Helpdesk3_Model_Gateway_Mail::STATUS_UNPROCESSED)->setBody($this->_getMessageBody($message))->setHeaders($this->_getMessageHeadersByNumber($messageNumber))->setSubject($this->_getMessageSubject($message))->setContentType(strtok($this->_getMessageContentType($message), ';'))->setCreatedAt($currentDate->toString(Varien_Date::DATETIME_INTERNAL_FORMAT));
try {
$mail->save();
AW_Lib_Helper_Log::log(Mage::helper('aw_hdu3')->__('Message saved with UID[%s]', $mail->getUid()));
} catch (Exception $e) {
AW_Lib_Helper_Log::log($e->getMessage(), AW_Lib_Helper_Log::SEVERITY_ERROR);
}
if ($this->getIsAllowAttachment()) {
$attachments = $this->_getMessageAttachment($message);
if (is_array($attachments)) {
foreach ($attachments as $attach) {
if (is_array($attach)) {
AW_Lib_Helper_Log::log(Mage::helper('aw_hdu3')->__('Got new attachment (%s)', $attach['filename']));
try {
$mail->addAttachmentFromArray($attach);
} catch (Exception $e) {
AW_Lib_Helper_Log::log($e->getMessage(), AW_Lib_Helper_Log::SEVERITY_ERROR);
}
}
}
}
}
//remove mail from gateway
if ($this->getDeleteEmails()) {
$this->_removeMessageFromServerByNumber($messageNumber);
}
return $this;
}
