/**
* Creates a new issue from an email if appropriate. Also returns if this message is related
* to a previous message.
*
* @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.
* @param array $to An array of to addresses
* @param array $cc An array of cc addresses
* @return array An array of information about the message
*/
public function createIssueFromEmail($info, $headers, $message_body, $date, $from, $subject, $to, $cc)
{
$should_create_issue = false;
$issue_id = '';
$associate_email = '';
$type = 'email';
$parent_id = '';
$customer_id = false;
$contact_id = false;
$contract_id = false;
$severity = false;
// 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
$references = Mail_Helper::getAllReferences($headers);
$message_id = Mail_Helper::getMessageID($headers, $message_body);
$workflow = Workflow::getIssueIDforNewEmail($info['ema_prj_id'], $info, $headers, $message_body, $date, $from, $subject, $to, $cc);
if (is_array($workflow)) {
if (isset($workflow['customer_id'])) {
$customer_id = $workflow['customer_id'];
}
if (isset($workflow['contract_id'])) {
$contract_id = $workflow['contract_id'];
}
if (isset($workflow['contact_id'])) {
$contact_id = $workflow['contact_id'];
}
if (isset($workflow['severity'])) {
$severity = $workflow['severity'];
}
if (isset($workflow['should_create_issue'])) {
$should_create_issue = $workflow['should_create_issue'];
} else {
$should_create_issue = true;
}
} elseif ($workflow == 'new') {
$should_create_issue = true;
} elseif (is_numeric($workflow)) {
$issue_id = $workflow;
} else {
$setup = Setup::load();
if (@$setup['subject_based_routing']['status'] == 'enabled') {
// Look for issue ID in the subject line
// look for [#XXXX] in the subject line
if (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 {
$should_create_issue = true;
}
} else {
// - if this email is a reply:
if (count($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 (self::exists($reference_msg_id) || Issue::getIssueByRootMessageID($reference_msg_id) != false) {
// email or issue exists
$issue_id = self::getIssueByMessageID($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;
}
}
}
$sender_email = Mail_Helper::getEmailAddress($from);
if (Misc::isError($sender_email)) {
$sender_email = 'Error Parsing Email <>';
}
// only create a new issue if this email is coming from a known customer
if ($should_create_issue && $info['ema_issue_auto_creation_options']['only_known_customers'] == 'yes' && CRM::hasCustomerIntegration($info['ema_prj_id']) && !$customer_id) {
try {
$crm = CRM::getInstance($info['ema_prj_id']);
$should_create_issue = true;
} catch (CRMException $e) {
$should_create_issue = false;
}
}
// check whether we need to create a new issue or not
if ($info['ema_issue_auto_creation'] == 'enabled' && $should_create_issue && !Notification::isBounceMessage($sender_email)) {
$options = Email_Account::getIssueAutoCreationOptions($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, $from, Mime_Helper::decodeQuotedPrintable($subject), $message_body, @$options['category'], @$options['priority'], @$options['users'], $date, $message_id, $severity, $customer_id, $contact_id, $contract_id);
// add sender to authorized repliers list if they are not a real user
$sender_usr_id = User::getUserIDByEmail($sender_email, true);
if (empty($sender_usr_id)) {
Authorized_Replier::manualInsert($issue_id, $sender_email, false);
}
// associate any existing replied-to email with this new issue
if (!empty($associate_email) && !empty($reference_issue_id)) {
$reference_sup_id = self::getIDByMessageID($associate_email);
self::associate(APP_SYSTEM_USER_ID, $issue_id, array($reference_sup_id));
}
}
// need to check crm for customer association
if (!empty($from)) {
if (CRM::hasCustomerIntegration($info['ema_prj_id']) && !$customer_id) {
// check for any customer contact association
try {
$crm = CRM::getInstance($info['ema_prj_id']);
$contact = $crm->getContactByEmail($sender_email);
$contact_id = $contact->getContactID();
$contracts = $contact->getContracts(array(CRM_EXCLUDE_EXPIRED));
$contract = $contracts[0];
$customer_id = $contract->getCustomerID();
} catch (CRMException $e) {
$customer_id = null;
$contact_id = null;
}
}
}
return array('should_create_issue' => $should_create_issue, 'associate_email' => $associate_email, 'issue_id' => $issue_id, 'customer_id' => $customer_id, 'contact_id' => $contact_id, 'type' => $type, 'parent_id' => $parent_id);
}
/**
* 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);
}
