mirror of https://github.com/itflow-org/itflow
- Use PHP Mime Mail Parser library for better parsing of email message encoding (requires php-mailparse extension)
- Move reply code to own function - Replies from other registered client contacts are nicely shown (and visible in portal) even if they aren't the ticket contact - Fixed bug where ticket numbers didn't increase when creating 2 tickets in the same loop
This commit is contained in:
Marcus Hill
parent
0800251b2f
commit
6c0e7c5b26
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@ -10,58 +10,73 @@ TODO:
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- Process unregistered contacts/clients into an inbox to allow a ticket to be created/ignored
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- Better handle replying to closed tickets
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- Support for authenticating with OAuth
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- Documentation
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- Separate Mailbox Account for tickets 2022-12-14 - JQ
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- Properly parse base64 encoded emails (if an Outlook user sends a smiley everything breaks :( - https://electrictoolbox.com/php-imap-message-parts/)
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Relate PRs to https://github.com/itflow-org/itflow/issues/225 & https://forum.itflow.org/d/11-road-map & https://forum.itflow.org/d/31-tickets-from-email
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*/
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// Get ITFlow config & helper functions
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include_once("config.php");
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include_once("functions.php");
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require_once("config.php");
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require_once("functions.php");
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// Get settings for the "default" company
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$company_id = 1;
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$session_company_id = 1;
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include_once("get_settings.php");
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require_once("get_settings.php");
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// Check setting enabled
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if ($config_ticket_email_parse == 0) {
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exit("Feature is not enabled - see Settings > Ticketing > Email-to-ticket parsing");
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exit("Email Parser: Feature is not enabled - check Settings > Ticketing > Email-to-ticket parsing. See https://wiki.itflow.org/doku.php?id=wiki:ticket_email_parse -- Quitting..");
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}
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// Check IMAP function exists
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// Check IMAP extension works/installed
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if (!function_exists('imap_open')) {
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echo "PHP IMAP extension is not installed, quitting..";
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exit();
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exit("Email Parser: PHP IMAP extension is not installed. See https://wiki.itflow.org/doku.php?id=wiki:ticket_email_parse -- Quitting..");
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}
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// Check mailparse extension works/installed
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if (!function_exists('mailparse_msg_parse_file')) {
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exit("Email Parser: PHP mailparse extension is not installed. See https://wiki.itflow.org/doku.php?id=wiki:ticket_email_parse -- Quitting..");
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}
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// PHP Mail Parser
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require_once("plugins/php-mime-mail-parser/src/Contracts/CharsetManager.php");
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require_once("plugins/php-mime-mail-parser/src/Contracts/Middleware.php");
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require_once("plugins/php-mime-mail-parser/src/Attachment.php");
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require_once("plugins/php-mime-mail-parser/src/Charset.php");
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require_once("plugins/php-mime-mail-parser/src/Exception.php");
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require_once("plugins/php-mime-mail-parser/src/Middleware.php");
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require_once("plugins/php-mime-mail-parser/src/MiddlewareStack.php");
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require_once("plugins/php-mime-mail-parser/src/MimePart.php");
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require_once("plugins/php-mime-mail-parser/src/Parser.php");
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// Function to raise a new ticket for a given contact and email them confirmation (if configured)
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function createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message) {
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function addTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message)
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{
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// Access global variables
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global $mysqli, $config_ticket_next_number, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password;
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global $mysqli, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password;
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// Get the next Ticket Number and add 1 for the new ticket number
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$ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = $company_id"));
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$ticket_number = intval($ticket_number_sql['config_ticket_next_number']);
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$new_config_ticket_next_number = $ticket_number + 1;
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mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = $company_id");
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// Prep ticket details
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$message = nl2br(htmlentities(strip_tags($message)));
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$message = trim(mysqli_real_escape_string($mysqli,"<i>Email from: $contact_email at $date:-</i> <br><br>$message"));
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$message = trim(mysqli_real_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message"));
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// Get the next Ticket Number and add 1 for the new ticket number
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$ticket_number = $config_ticket_next_number;
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$new_config_ticket_next_number = $config_ticket_next_number + 1;
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mysqli_query($mysqli,"UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = $company_id");
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mysqli_query($mysqli,"INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'Open', ticket_created_at = NOW(), ticket_created_by = '0', ticket_contact_id = $contact_id, ticket_client_id = $client_id, company_id = $company_id");
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mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'Open', ticket_created_at = NOW(), ticket_created_by = '0', ticket_contact_id = $contact_id, ticket_client_id = $client_id, company_id = $company_id");
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$id = mysqli_insert_id($mysqli);
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// Logging
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echo "Created new ticket.<br>";
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Create', log_description = 'Email parser: Client contact $contact_email created ticket $config_ticket_prefix$ticket_number ($subject)', log_created_at = NOW(), log_client_id = $client_id, company_id = $company_id");
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Create', log_description = 'Email parser: Client contact $contact_email created ticket $config_ticket_prefix$ticket_number ($subject) ($id)', log_created_at = NOW(), log_client_id = $client_id, company_id = $company_id");
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// Get company name & phone
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$sql = mysqli_query($mysqli,"SELECT company_name, company_phone FROM companies WHERE company_id = $company_id");
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$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = $company_id");
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$row = mysqli_fetch_array($sql);
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$company_phone = formatPhoneNumber($row['company_phone']);
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$company_name = $row['company_name'];
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@ -79,8 +94,8 @@ function createTicket($contact_id, $contact_name, $contact_email, $client_id, $c
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$email_subject, $email_body);
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if ($mail !== true) {
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mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email', notification_timestamp = NOW(), company_id = $company_id");
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail', company_id = $company_id");
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mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email', notification_timestamp = NOW(), company_id = $company_id");
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail', company_id = $company_id");
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}
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}
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@ -89,6 +104,83 @@ function createTicket($contact_id, $contact_name, $contact_email, $client_id, $c
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}
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function addReply($from_email, $date, $subject, $ticket_number, $message)
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{
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// Add email as a comment/reply to an existing ticket
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// Access global variables
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global $mysqli, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password;
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// Set default reply type
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$ticket_reply_type = 'Client';
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// Capture just the latest/most recent email reply content
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// based off the "#--itflow#" line that we prepend the outgoing emails with (similar to the old school --reply above this line--)
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$message = explode("#--itflow--#", $message);
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$message = nl2br(htmlentities(strip_tags($message[0])));
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$message = "<i>Email from: $from_email at $date:-</i> <br><br>$message";
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// Lookup the ticket ID
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$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, tickets.company_id, contact_email
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FROM tickets
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LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id
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WHERE ticket_number = '$ticket_number' LIMIT 1"));
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if ($row) {
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// Get ticket details
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$ticket_id = $row['ticket_id'];
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$ticket_status = $row['ticket_status'];
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$ticket_reply_contact = $row['ticket_contact_id'];
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$ticket_contact_email = $row['contact_email'];
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$client_id = $row['ticket_client_id'];
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$company_id = $row['company_id'];
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// Check ticket isn't closed
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if ($ticket_status == "Closed") {
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mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from_email attempted to re-open ticket $config_ticket_prefix$ticket_number (ID $ticket_id) - check inbox manually to see email', notification_timestamp = NOW(), notification_client_id = '$client_id', company_id = '$company_id'");
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return false;
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}
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// Check WHO replied (was it the owner of the ticket or someone else on CC?)
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if (empty($ticket_contact_email) || $ticket_contact_email !== $from_email) {
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// It wasn't the contact currently assigned to the ticket, check if it's another registered contact for that client
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$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_email = '$from_email' AND contact_client_id = $client_id LIMIT 1"));
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if ($row) {
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// Contact is known - we can keep the reply type as client
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$ticket_reply_contact = $row['contact_id'];
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} else {
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// Mark the reply as internal as we don't recognise the contact (so the actual contact doesn't see it, and the tech can edit/delete if needed)
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$ticket_reply_type = 'Internal';
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$ticket_reply_contact = '0';
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$message = "<b>WARNING: Contact email mismatch</b><br>$message"; // Add a warning at the start of the message - for the techs benefit (think phishing/scams)
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}
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}
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// Sanitize ticket reply
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$comment = trim(mysqli_real_escape_string($mysqli, $message));
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// Add the comment
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$comment', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '00:00:00', ticket_reply_created_at = NOW(), ticket_reply_by = '$ticket_reply_contact', ticket_reply_ticket_id = '$ticket_id', company_id = '$company_id'");
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// Update Ticket Last Response Field & set ticket to open as client has replied
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open', ticket_updated_at = NOW() WHERE ticket_id = $ticket_id AND ticket_client_id = '$client_id' LIMIT 1");
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echo "Updated existing ticket.<br>";
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Client contact $from_email updated ticket $config_ticket_prefix$ticket_number ($subject)', log_created_at = NOW(), log_client_id = $client_id, company_id = $company_id");
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return true;
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} else {
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// Invalid ticket number
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return false;
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}
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}
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// Prepare connection string with encryption (TLS/SSL/<blank>)
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$imap_mailbox = "$config_imap_host:$config_imap_port/imap/$config_imap_encryption";
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@ -99,7 +191,7 @@ $imap = imap_open("{{$imap_mailbox}}INBOX", $config_smtp_username, $config_smtp_
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if (!$imap) {
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// Logging
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$extended_log_description = var_export(imap_errors(), true);
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Email parser: Failed to connect to IMAP. Details: $extended_log_description', company_id = $company_id");
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Email parser: Failed to connect to IMAP. Details: $extended_log_description', company_id = $company_id");
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exit("Could not connect to IMAP");
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}
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@ -124,108 +216,66 @@ if ($emails) {
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// Default false
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$email_processed = false;
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// Get message details
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$metadata = imap_fetch_overview($imap, $email,0); // Date, Subject, Size
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$header = imap_headerinfo($imap, $email); // To get the From as an email, not a contact name
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$message = (imap_fetchbody($imap, $email, 1)); // Body
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// Get details from message and invoke PHP Mime Mail Parser
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$msg_to_parse = imap_fetchheader($imap, $email, FT_PREFETCHTEXT) . imap_body($imap, $email);
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$parser = new PhpMimeMailParser\Parser();
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$parser->setText($msg_to_parse);
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$from = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($header->from[0]->mailbox . "@" . $header->from[0]->host))));
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$subject = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($metadata[0]->subject))));
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$date = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($metadata[0]->date))));
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// Process message attributes
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$from_array = $parser->getAddresses('from')[0];
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$from_name = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($from_array['display']))));
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$from_email = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($from_array['address']))));
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$from_domain = explode("@", $from_array['address']);
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$from_domain = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags(end($from_domain))))); // Use the final element in the array (as technically legal to have multiple @'s)
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$subject = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($parser->getHeader('subject')))));
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$date = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($parser->getHeader('date')))));
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$message = $parser->getMessageBody('text');
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$domain = trim(mysqli_real_escape_string($mysqli, $header->from[0]->host));
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$from_name = trim(mysqli_real_escape_string($mysqli, $header->from[0]->mailbox));
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// Check if we can identify a ticket number (in square brackets)
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if (preg_match("/\[$config_ticket_prefix\d+\]/", $subject, $ticket_number)) {
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// Looks like there's a ticket number in the subject line (e.g. [TCK-091]
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// Process as a ticket reply
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// Get the actual ticket number (without the brackets)
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preg_match('/\d+/', $ticket_number[0], $ticket_number);
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$ticket_number = intval($ticket_number[0]);
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// Split the email into just the latest reply, with some metadata
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// We base this off the string "#--itflow--#" that we prepend the outgoing emails with (similar to the old school --reply above this line--)
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$message = explode("#--itflow--#", $message);
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$message = nl2br(htmlentities(strip_tags($message[0])));
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$message = "<i>Email from: $from at $date:-</i> <br><br>$message";
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// Lookup the ticket ID to add the reply to (just to check in-case the ID is different from the number).
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$ticket_sql = mysqli_query($mysqli, "SELECT * FROM tickets WHERE ticket_number = '$ticket_number' LIMIT 1");
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$row = mysqli_fetch_array($ticket_sql);
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$ticket_id = $row['ticket_id'];
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$ticket_reply_contact = $row['ticket_contact_id'];
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$ticket_assigned_to = $row['ticket_assigned_to'];
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$client_id = $row['ticket_client_id'];
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$company_id = $row['company_id'];
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$ticket_reply_type = 'Client'; // Setting to client as a default value
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// Check the ticket ID is valid
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if (intval($ticket_id) && $ticket_id !== '0') {
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// Check that ticket is open
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if ($row['ticket_status'] == "Closed") {
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// It's closed - let's notify someone that a client tried to reply
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mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from attempted to re-open ticket ID $ticket_id ($config_ticket_prefix$ticket_number) - check inbox manually to see email', notification_timestamp = NOW(), notification_client_id = '$client_id', company_id = '$company_id'");
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} else {
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// Ticket is open, proceed.
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// Check the email matches the contact's email - if it doesn't then mark the reply as internal (so the contact doesn't see it, and the tech can edit/delete if needed)
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// Niche edge case - possibly where CC's on an email reply to a ticket?
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$contact_sql = mysqli_query($mysqli, "SELECT contact_email FROM contacts WHERE contact_id = '$ticket_reply_contact'");
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$row = mysqli_fetch_array($contact_sql);
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if ($from !== $row['contact_email']) {
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$ticket_reply_type = 'Internal';
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$ticket_reply_contact = '0';
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$message = "<b>WARNING: Contact email mismatch</b><br>$message"; // Add a warning at the start of the message - for the techs benefit (think phishing/scams)
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}
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// Sanitize ticket reply
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$comment = trim(mysqli_real_escape_string($mysqli, $message));
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// Add the comment
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$comment', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '00:00:00', ticket_reply_created_at = NOW(), ticket_reply_by = '$ticket_reply_contact', ticket_reply_ticket_id = '$ticket_id', company_id = '$company_id'");
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// Update Ticket Last Response Field & set ticket to open as client has replied
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mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 'Open', ticket_updated_at = NOW() WHERE ticket_id = $ticket_id AND ticket_client_id = '$client_id' LIMIT 1");
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echo "Updated existing ticket.<br>";
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mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Client contact $from updated ticket $config_ticket_prefix$ticket_number ($subject)', log_created_at = NOW(), log_client_id = $client_id, company_id = $company_id");
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$email_processed = true;
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}
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if (addReply($from_email, $date, $subject, $ticket_number, $message)) {
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$email_processed = true;
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}
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} else {
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// Couldn't match this email to an existing ticket
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// Check if we can match the sender to a pre-existing contact
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$any_contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from' LIMIT 1");
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$any_contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from_email' LIMIT 1");
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$row = mysqli_fetch_array($any_contact_sql);
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$contact_name = $row['contact_name'];
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$contact_id = $row['contact_id'];
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$contact_email = $row['contact_email'];
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$client_id = $row['contact_client_id'];
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$company_id = $row['company_id'];
|
||||
if ($row) {
|
||||
// Sender exists as a contact
|
||||
$contact_name = $row['contact_name'];
|
||||
$contact_id = $row['contact_id'];
|
||||
$contact_email = $row['contact_email'];
|
||||
$client_id = $row['contact_client_id'];
|
||||
$company_id = $row['company_id'];
|
||||
|
||||
if ($from == $contact_email) {
|
||||
|
||||
createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message);
|
||||
$email_processed = true;
|
||||
if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message)) {
|
||||
$email_processed = true;
|
||||
}
|
||||
|
||||
} else {
|
||||
|
||||
// Couldn't match this email to an existing ticket or an existing client contact
|
||||
// Checking to see if the sender domain matches a client website
|
||||
|
||||
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT * FROM clients WHERE client_website = '$domain' LIMIT 1"));
|
||||
$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT * FROM clients WHERE client_website = '$from_domain' LIMIT 1"));
|
||||
|
||||
if ($row && $domain == $row['client_website']) {
|
||||
if ($row && $from_domain == $row['client_website']) {
|
||||
|
||||
// We found a match - create a contact under this client and raise a ticket for them
|
||||
|
||||
|
|
@ -236,22 +286,22 @@ if ($emails) {
|
|||
// Contact details
|
||||
$password = password_hash(randomString(), PASSWORD_DEFAULT);
|
||||
$contact_name = $from_name;
|
||||
$contact_email = $from;
|
||||
mysqli_query($mysqli,"INSERT INTO contacts SET contact_name = '$contact_name', contact_email = '$contact_email', contact_notes = 'Added automatically via email parsing.', contact_password_hash = '$password', contact_client_id = $client_id, company_id = $company_id");
|
||||
$contact_email = $from_email;
|
||||
mysqli_query($mysqli, "INSERT INTO contacts SET contact_name = '$contact_name', contact_email = '$contact_email', contact_notes = 'Added automatically via email parsing.', contact_password_hash = '$password', contact_client_id = $client_id, company_id = $company_id");
|
||||
$contact_id = mysqli_insert_id($mysqli);
|
||||
|
||||
// Logging for contact creation
|
||||
echo "Created new contact.<br>";
|
||||
mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Contact', log_action = 'Create', log_description = 'Email parser: created contact $contact_name', log_client_id = $client_id, company_id = $company_id");
|
||||
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Contact', log_action = 'Create', log_description = 'Email parser: created contact $contact_name', log_client_id = $client_id, company_id = $company_id");
|
||||
|
||||
createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message);
|
||||
|
||||
$email_processed = true;
|
||||
if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message)) {
|
||||
$email_processed = true;
|
||||
}
|
||||
|
||||
} else {
|
||||
|
||||
// Couldn't match this email to an existing ticket, existing contact or an existing client via the "from" domain
|
||||
// In the future we might make a page where these can be nicely viewed / managed, but for now we'll just flag them as needing attention
|
||||
// In the future we might make a page where these can be nicely viewed / managed, but for now we'll just flag them in the Inbox as needing attention
|
||||
|
||||
}
|
||||
|
||||
|
|
@ -259,10 +309,11 @@ if ($emails) {
|
|||
|
||||
}
|
||||
|
||||
// Deal with the message
|
||||
// Deal with the message (move it if processed, flag it if not)
|
||||
if ($email_processed) {
|
||||
imap_mail_move($imap, $email, $imap_folder);
|
||||
} else {
|
||||
echo "Failed to process email - flagging for manual review.";
|
||||
imap_setflag_full($imap, $email, "\\Flagged");
|
||||
}
|
||||
|
||||
|
|
@ -271,6 +322,5 @@ if ($emails) {
|
|||
|
||||
}
|
||||
|
||||
|
||||
imap_expunge($imap);
|
||||
imap_close($imap);
|
||||
|
|
|
|||
Loading…
Reference in New Issue