/**
* Routes an email to the correct issue.
*
* @param string $full_message The full email message, including headers
* @return mixed true or array(ERROR_CODE, ERROR_STRING) in case of failure
*/
public static function route_emails($full_message)
{
// need some validation here
if (empty($full_message)) {
return array(self::EX_NOINPUT, ev_gettext('Error: The email message was empty') . ".\n");
}
// save the full message for logging purposes
Support::saveRoutedEmail($full_message);
// check if the email routing interface is even supposed to be enabled
$setup = Setup::get();
if ($setup['email_routing']['status'] != 'enabled') {
return array(self::EX_CONFIG, ev_gettext('Error: The email routing interface is disabled.') . "\n");
}
if (empty($setup['email_routing']['address_prefix'])) {
return array(self::EX_CONFIG, ev_gettext('Error: Please configure the email address prefix.') . "\n");
}
if (empty($setup['email_routing']['address_host'])) {
return array(self::EX_CONFIG, ev_gettext('Error: Please configure the email address domain.') . "\n");
}
// associate routed emails to the internal system account
$sys_account = User::getNameEmail(APP_SYSTEM_USER_ID);
if (empty($sys_account['usr_email'])) {
return array(self::EX_CONFIG, ev_gettext('Error: The associated user for the email routing interface needs to be set.') . "\n");
}
unset($sys_account);
// join the Content-Type line (for easier parsing?)
if (preg_match('/^boundary=/m', $full_message)) {
$pattern = "#(Content-Type: multipart/.+); ?\r?\n(boundary=.*)\$#im";
$replacement = '$1; $2';
$full_message = preg_replace($pattern, $replacement, $full_message);
}
// remove the reply-to: header
if (preg_match('/^reply-to:.*/im', $full_message)) {
$full_message = preg_replace("/^(reply-to:).*\n/im", '', $full_message, 1);
}
AuthCookie::setAuthCookie(APP_SYSTEM_USER_ID);
$structure = Mime_Helper::decode($full_message, true, true);
// find which issue ID this email refers to
if (isset($structure->headers['to'])) {
$issue_id = self::getMatchingIssueIDs($structure->headers['to'], 'email');
}
// we need to try the Cc header as well
if (empty($issue_id) and isset($structure->headers['cc'])) {
$issue_id = self::getMatchingIssueIDs($structure->headers['cc'], 'email');
}
if (empty($issue_id)) {
return array(self::EX_DATAERR, ev_gettext('Error: The routed email had no associated Eventum issue ID or had an invalid recipient address.') . "\n");
}
$issue_prj_id = Issue::getProjectID($issue_id);
if (empty($issue_prj_id)) {
return array(self::EX_DATAERR, ev_gettext('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(self::EX_CONFIG, ev_gettext('Error: Please provide the email account ID.') . "\n");
}
$body = $structure->body;
// hack for clients that set more then one from header
if (is_array($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
$sender_email = strtolower(Mail_Helper::getEmailAddress($structure->headers['from']));
// strip out the warning message sent to staff users
if ($setup['email_routing']['status'] == 'enabled' && $setup['email_routing']['warning']['status'] == 'enabled') {
$full_message = Mail_Helper::stripWarningMessage($full_message);
$body = Mail_Helper::stripWarningMessage($body);
}
$prj_id = Issue::getProjectID($issue_id);
AuthCookie::setAuthCookie(APP_SYSTEM_USER_ID);
AuthCookie::setProjectCookie($prj_id);
if (Mime_Helper::hasAttachments($structure)) {
$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']);
foreach ($ccs as $i => $address) {
if (Mail_Helper::getEmailAddress($address) == $setup['smtp']['save_address']) {
unset($ccs[$i]);
}
}
$structure->headers['cc'] = implode(', ', $ccs);
}
// Remove excess Re's
$structure->headers['subject'] = Mail_Helper::removeExcessRe(@$structure->headers['subject'], true);
$t = array('issue_id' => $issue_id, 'ema_id' => $email_account_id, 'message_id' => @$structure->headers['message-id'], 'date' => Date_Helper::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 (CRM::hasCustomerIntegration($prj_id)) {
$crm = CRM::getInstance($prj_id);
if (!empty($structure->headers['from'])) {
try {
$contact = $crm->getContactByEmail($sender_email);
$issue_contract = $crm->getContract(Issue::getContractID($issue_id));
if ($contact->canAccessContract($issue_contract)) {
$t['customer_id'] = $issue_contract->getCustomerID();
}
} catch (CRMException $e) {
}
}
}
if (empty($t['customer_id'])) {
$t['customer_id'] = null;
}
if (Support::blockEmailIfNeeded($t)) {
return true;
}
// re-write Threading headers if needed
list($t['full_email'], $t['headers']) = Mail_Helper::rewriteThreadingHeaders($t['issue_id'], $t['full_email'], $t['headers'], 'email');
$res = Support::insertEmail($t, $structure, $sup_id);
if ($res != -1) {
Support::extractAttachments($issue_id, $structure);
// 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
$usr_id = User::getUserIDByEmail(Mail_Helper::getEmailAddress($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) && $usr_id != APP_SYSTEM_USER_ID && User::getRoleByUser($usr_id, $prj_id) > User::ROLE_CUSTOMER) {
Issue::markAsUpdated($issue_id, 'staff response');
} else {
Issue::markAsUpdated($issue_id, 'user response');
}
}
// log routed email
History::add($issue_id, $usr_id, 'email_routed', 'Email routed from {from}', array('from' => $structure->headers['from']));
}
return true;
}
/**
* Method used to get the information about a specific message
* from a given mailbox.
*
* @access public
* @param resource $mbox The mailbox
* @param array $info The support email account information
* @param integer $num The index of the message
* @return array The message information
*/
function getEmailInfo($mbox, $info, $num)
{
Auth::createFakeCookie(APP_SYSTEM_USER_ID);
// check if the current message was already seen
if ($info['ema_get_only_new']) {
list($overview) = @imap_fetch_overview($mbox, $num);
if ($overview->seen || $overview->deleted || $overview->answered) {
return false;
}
}
$email = @imap_headerinfo($mbox, $num);
$body = imap_body($mbox, $num);
$headers = imap_fetchheader($mbox, $num);
$message = $headers . $body;
// check for mysterious blank messages
if (empty($message)) {
return '';
}
$message_id = Mail_API::getMessageID($headers, $body);
if (!Support::exists($message_id) && !Note::exists($message_id)) {
$structure = Mime_Helper::decode($message, true, true);
$message_body = Mime_Helper::getMessageBody(&$structure);
if (Mime_Helper::hasAttachments($message)) {
$has_attachments = 1;
} else {
$has_attachments = 0;
}
// we can't trust the in-reply-to from the imap c-client, so let's
// try to manually parse that value from the full headers
$reference_msg_id = Mail_API::getReferenceMessageID($headers);
// route emails if neccassary
if ($info['ema_use_routing'] == 1) {
$setup = Setup::load();
if (@$setup['email_routing']['status'] == 'enabled') {
$prefix = $setup['email_routing']['address_prefix'];
// escape plus signs so '*****@*****.**' becomes a valid routing address
$prefix = str_replace('+', '\\+', $prefix);
$mail_domain = $setup['email_routing']['address_host'];
$mail_domain_alias = @$setup['email_routing']['host_alias'];
if (!empty($mail_domain_alias)) {
$mail_domain = "[" . $mail_domain . "|" . $mail_domain_alias . "]";
}
if (empty($prefix)) {
return false;
}
if (empty($mail_domain)) {
return false;
}
if (preg_match("/{$prefix}(\\d*)@{$mail_domain}/i", $email->toaddress, $matches)) {
$return = Routing::route_emails($message);
if ($return == true) {
Support::deleteMessage($info, $mbox, $num);
}
return $return;
}
}
if (@$setup['note_routing']['status'] == 'enabled') {
$prefix = $setup['note_routing']['address_prefix'];
// escape plus signs so '*****@*****.**' becomes a valid routing address
$prefix = str_replace('+', '\\+', $prefix);
$mail_domain = $setup['note_routing']['address_host'];
if (empty($prefix)) {
return false;
}
if (empty($mail_domain)) {
return false;
}
if (preg_match("/{$prefix}(\\d*)@{$mail_domain}/i", $email->toaddress, $matches)) {
$return = Routing::route_notes($message);
if ($return == true) {
Support::deleteMessage($info, $mbox, $num);
}
return $return;
}
}
if (@$setup['draft_routing']['status'] == 'enabled') {
$prefix = $setup['draft_routing']['address_prefix'];
// escape plus signs so '*****@*****.**' becomes a valid routing address
$prefix = str_replace('+', '\\+', $prefix);
$mail_domain = $setup['draft_routing']['address_host'];
if (empty($prefix)) {
return false;
}
if (empty($mail_domain)) {
return false;
}
if (preg_match("/{$prefix}(\\d*)@{$mail_domain}/i", $email->toaddress, $matches)) {
$return = Routing::route_drafts($message);
if ($return == true) {
Support::deleteMessage($info, $mbox, $num);
}
return $return;
}
}
return false;
}
$sender_email = Mail_API::getEmailAddress($email->fromaddress);
$t = array('ema_id' => $info['ema_id'], 'message_id' => $message_id, 'date' => @Date_API::getDateGMTByTS($email->udate), 'from' => @$email->fromaddress, 'to' => @$email->toaddress, 'cc' => @$email->ccaddress, 'subject' => @$email->subject, 'body' => @$message_body, 'full_email' => @$message, 'has_attachment' => $has_attachments, 'headers' => @$structure->headers);
$should_create_array = Support::createIssueFromEmail($info, $headers, $message_body, $t['date'], @$email->fromaddress, @$email->subject);
$should_create_issue = $should_create_array['should_create_issue'];
$associate_email = $should_create_array['associate_email'];
if (!empty($should_create_array['issue_id'])) {
$t['issue_id'] = $should_create_array['issue_id'];
// figure out if we should change to a different email account
$iss_prj_id = Issue::getProjectID($t['issue_id']);
if ($info['ema_prj_id'] != $iss_prj_id) {
$new_ema_id = Email_Account::getEmailAccount($iss_prj_id);
if (!empty($new_ema_id)) {
$t['ema_id'] = $new_ema_id;
}
}
}
if (!empty($should_create_array['customer_id'])) {
$t['customer_id'] = $should_create_array['customer_id'];
}
if (empty($t['issue_id'])) {
$t['issue_id'] = 0;
} else {
$prj_id = Issue::getProjectID($t['issue_id']);
Auth::createFakeCookie(APP_SYSTEM_USER_ID, $prj_id);
}
if ($should_create_array['type'] == 'note') {
// assume that this is not a valid note
$res = -1;
if ($t['issue_id'] != 0) {
// check if this is valid user
$usr_id = User::getUserIDByEmail($sender_email);
if (!empty($usr_id)) {
$role_id = User::getRoleByUser($usr_id, $prj_id);
if ($role_id > User::getRoleID("Customer")) {
// actually a valid user so insert the note
Auth::createFakeCookie($usr_id, $prj_id);
$users = Project::getUserEmailAssocList($prj_id, 'active', User::getRoleID('Customer'));
$user_emails = array_map('strtolower', array_values($users));
$users = array_flip($users);
$addresses = array();
$to_addresses = Mail_API::getEmailAddresses(@$structure->headers['to']);
if (count($to_addresses)) {
$addresses = $to_addresses;
}
$cc_addresses = Mail_API::getEmailAddresses(@$structure->headers['cc']);
if (count($cc_addresses)) {
$addresses = array_merge($addresses, $cc_addresses);
}
$cc_users = array();
foreach ($addresses as $email) {
if (in_array(strtolower($email), $user_emails)) {
$cc_users[] = $users[$email];
}
}
$GLOBALS['HTTP_POST_VARS'] = array('title' => Mail_API::removeExcessRe($t['subject']), 'note' => $t['body'], 'note_cc' => $cc_users, 'add_extra_recipients' => 'yes', 'message_id' => $t['message_id'], 'parent_id' => $should_create_array['parent_id']);
$res = Note::insert($usr_id, $t['issue_id']);
}
}
}
} else {
// check if we need to block this email
if ($should_create_issue == true || !Support::blockEmailIfNeeded($t)) {
if (!empty($t['issue_id'])) {
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) {
// only extract the attachments from the email if we are associating the email to an issue
if (!empty($t['issue_id'])) {
Support::extractAttachments($t['issue_id'], $t['full_email']);
// 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(), $t['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']) && $t['customer_id'] != 'NULL') {
Issue::markAsUpdated($t['issue_id'], 'customer action');
} else {
if (!empty($usr_id) && User::getRoleByUser($usr_id, $prj_id) > User::getRoleID('Customer')) {
Issue::markAsUpdated($t['issue_id'], 'staff response');
} else {
Issue::markAsUpdated($t['issue_id'], 'user response');
}
}
// log routed email
History::add($t['issue_id'], $usr_id, History::getTypeID('email_routed'), "Email routed from " . $structure->headers['from']);
}
}
} else {
$res = 1;
}
}
if ($res > 0) {
// need to delete the message from the server?
if (!$info['ema_leave_copy']) {
@imap_delete($mbox, $num);
} else {
// mark the message as already read
@imap_setflag_full($mbox, $num, "\\Seen");
}
}
return true;
} else {
return false;
}
}
/**
* 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;
}
