/**
* Creates a new issue from an email if appropriate. Also returns if this message is related
* to a previous message.
*
* @access private
* @param array $info An array of info about the email account.
* @param string $headers The headers of the email.
* @param string $message_body The body of the message.
* @param string $date The date this message was sent
* @param string $from The name and email address of the sender.
* @param string $subject The subject of this message.
* @return array An array of information about the message
*/
function createIssueFromEmail($info, $headers, $message_body, $date, $from, $subject)
{
$should_create_issue = false;
$issue_id = '';
$associate_email = '';
$type = 'email';
$parent_id = '';
// 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
$references = Mail_API::getAllReferences($headers);
$message_id = Mail_API::getMessageID($headers, $message_body);
$setup = Setup::load();
if (@$setup['subject_based_routing']['status'] == 'enabled' && preg_match("/\\[#(\\d+)\\]( Note| BLOCKED)*/", $subject, $matches)) {
$should_create_issue = false;
$issue_id = $matches[1];
if (!Issue::exists($issue_id, false)) {
$issue_id = '';
} elseif (!empty($matches[2])) {
$type = 'note';
}
} else {
// - if this email is a reply:
if (count($references) > 0) {
foreach ($references as $reference_msg_id) {
// -> check if the replied email exists in the database:
if (Note::exists($reference_msg_id)) {
// note exists
// get what issue it belongs too.
$issue_id = Note::getIssueByMessageID($reference_msg_id);
$should_create_issue = false;
$type = 'note';
$parent_id = Note::getIDByMessageID($reference_msg_id);
break;
} elseif (Support::exists($reference_msg_id) || Issue::getIssueByRootMessageID($reference_msg_id) != false) {
// email or issue exists
$issue_id = Support::getIssueByMessageID($reference_msg_id);
if (empty($issue_id)) {
$issue_id = Issue::getIssueByRootMessageID($reference_msg_id);
}
if (empty($issue_id)) {
// parent email isn't associated with issue.
// --> create new issue, associate current email and replied email to this issue
$should_create_issue = true;
$associate_email = $reference_msg_id;
} else {
// parent email is associated with issue:
// --> associate current email with existing issue
$should_create_issue = false;
}
break;
} else {
// no matching note, email or issue:
// => create new issue and associate current email with it
$should_create_issue = true;
}
}
} else {
// - if this email is not a reply:
// -> create new issue and associate current email with it
$should_create_issue = true;
}
if (empty($issue_id)) {
$issue_id = Issue::getIssueBy($subject, 'iss_summary');
if (!empty($issue_id)) {
$should_create_issue = false;
}
}
}
$sender_email = Mail_API::getEmailAddress($from);
// only create a new issue if this email is coming from a known customer
if ($should_create_issue && $info['ema_issue_auto_creation_options']['only_known_customers'] == 'yes' && Customer::hasCustomerIntegration($info['ema_prj_id'])) {
list($customer_id, ) = Customer::getCustomerIDByEmails($info['ema_prj_id'], array($sender_email));
if (empty($customer_id)) {
$should_create_issue = false;
}
}
// check whether we need to create a new issue or not
if ($info['ema_issue_auto_creation'] == 'enabled' && $should_create_issue) {
$options = Email_Account::getIssueAutoCreationOptions($info['ema_id']);
Auth::createFakeCookie(APP_SYSTEM_USER_ID, $info['ema_prj_id']);
$issue_id = Issue::createFromEmail($info['ema_prj_id'], APP_SYSTEM_USER_ID, $from, Mime_Helper::fixEncoding($subject), $message_body, @$options['category'], $options['priority'], @$options['users'], $date, $message_id);
// associate any existing replied-to email with this new issue
if (!empty($associate_email) && !empty($reference_issue_id)) {
$reference_sup_id = Support::getIDByMessageID($associate_email);
Support::associate(APP_SYSTEM_USER_ID, $issue_id, array($reference_sup_id));
}
}
// need to check crm for customer association
if (!empty($from)) {
$details = Email_Account::getDetails($info['ema_id']);
if (Customer::hasCustomerIntegration($info['ema_prj_id'])) {
// check for any customer contact association
@(list($customer_id, ) = Customer::getCustomerIDByEmails($info['ema_prj_id'], array($sender_email)));
}
}
return array('should_create_issue' => $should_create_issue, 'associate_email' => $associate_email, 'issue_id' => $issue_id, 'customer_id' => @$customer_id, 'type' => $type, 'parent_id' => $parent_id);
}
/**
* Checks to make sure In-Reply-To and References headers are correct.
*
*/
function rewriteThreadingHeaders($issue_id, $full_email, $headers, $type = 'email')
{
list($text_headers, $body) = Mime_Helper::splitHeaderBody($full_email);
if ($type == 'note') {
$class = 'Note';
} else {
$class = 'Support';
}
$msg_id = Mail_API::getMessageID($text_headers, $body);
// check if the In-Reply-To header exists and if so, does it relate to a message stored in Eventum
// if it does not, set new In-Reply-To header
$reference_msg_id = Mail_API::getReferenceMessageID($text_headers);
$reference_issue_id = false;
if (!empty($reference_msg_id)) {
// check if referenced msg id is associated with this issue
$reference_issue_id = call_user_func(array($class, 'getIssueByMessageID'), $reference_msg_id);
}
if (empty($reference_msg_id) || $reference_issue_id != $issue_id) {
$reference_msg_id = Issue::getRootMessageID($issue_id);
}
$references = Mail_API::getReferences($issue_id, $reference_msg_id, $type);
// now the fun part, re-writing the email headers
if (empty($headers['message-id'])) {
// add Message-ID since it doesn't exist (curses on Outlook 2003)
$text_headers .= "\r\nMessage-ID: {$msg_id}";
$headers['message-id'] = $msg_id;
}
if (preg_match('/^In-Reply-To: (.*)/mi', $text_headers) > 0) {
// replace existing header
$text_headers = preg_replace('/^In-Reply-To: (.*)/mi', 'In-Reply-To: ' . $reference_msg_id, $text_headers, 1);
} else {
// add new header after message ID
$text_headers = preg_replace('/^Message-ID: (.*)$/mi', "Message-ID: \$1\r\nIn-Reply-To: {$reference_msg_id}", $text_headers, 1);
}
$headers['in-reply-to'] = $reference_msg_id;
if (preg_match('/^References: (.*)/mi', $text_headers) > 0) {
// replace existing header
$text_headers = preg_replace('/^References: (.*)/mi', 'References: ' . Mail_API::fold(join(' ', $references)), $text_headers, 1);
} else {
// add new header after In-Reply-To
$text_headers = preg_replace('/^In-Reply-To: (.*)$/mi', "In-Reply-To: \$1\r\nReferences: " . Mail_API::fold(join(' ', $references)), $text_headers, 1);
}
$headers['references'] = Mail_API::fold(join(' ', $references));
return array($text_headers . "\r\n\r\n" . $body, $headers);
}
