mirror of https://github.com/itflow-org/itflow
Merge pull request #589 from wrongecho/email-ticketing
Email ticketing enhancements
This commit is contained in:
Johnny
GitHub
commit
6cfcd891a4
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@ -7,12 +7,12 @@
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/*
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TODO:
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- Attachments
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- Allow unregistered contacts for clients to create contacts/raise tickets based on email domain
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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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- Seperate Mailbox Account for tickets 2022-12-14 - JQ
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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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@ -22,6 +22,7 @@ include_once("config.php");
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include_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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@ -36,6 +37,58 @@ if (!function_exists('imap_open')) {
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exit();
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}
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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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// 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, $config_smtp_password;
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// Prep ticket details
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$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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// 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 = $company_id");
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$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 = $company_id");
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// Get company name & phone
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$sql = mysqli_query($mysqli,"SELECT company_name, company_phone FROM companies WHERE company_id = $company_id");
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$row = mysqli_fetch_array($sql);
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$company_phone = formatPhoneNumber($row['company_phone']);
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$company_name = $row['company_name'];
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// E-mail client notification that ticket has been created
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if ($config_ticket_client_general_notifications == 1) {
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$email_subject = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
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$email_body = "<i style='color: #808080'>#--itflow--#</i><br><br>Hello, $contact_name<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>~<br>$company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
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$mail = sendSingleEmail($config_smtp_host, $config_smtp_username, $config_smtp_password, $config_smtp_encryption, $config_smtp_port,
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$config_ticket_from_email, $config_ticket_from_name,
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$contact_email, $contact_name,
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$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 = $company_id");
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}
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}
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return true;
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}
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// Prepare connection string with encryption (TLS/SSL/<blank>)
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$imap_mailbox = "$config_imap_host:$config_imap_port/imap/$config_imap_encryption";
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@ -46,12 +99,18 @@ $imap = imap_open("{{$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 = 'Failed to connect to IMAP: $extended_log_description', company_id = $session_company_id");
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mysqli_query($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 = $company_id");
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exit("Could not connect to IMAP");
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}
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// Search for unread (UNSEEN) emails
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// Check for the ITFlow_Processed mailbox that we move messages to once processed
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$imap_folder = 'INBOX/ITFlow_Processed';
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$list = imap_list($imap, "{{$imap_mailbox}}", "*");
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if (array_search("{{$imap_mailbox}}$imap_folder", $list) === false) {
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imap_createmailbox($imap, imap_utf7_encode("{{$imap_mailbox}}$imap_folder"));
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}
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// Search for unread ("UNSEEN") emails
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$emails = imap_search($imap,'UNSEEN');
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if ($emails) {
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@ -62,15 +121,21 @@ if ($emails) {
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// Loop through each email
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foreach($emails as $email) {
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// Default false
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$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, $email, 1); // Body
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$message = (imap_fetchbody($imap, $email, 1)); // Body
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$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($metadata[0]->date))));
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$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, $ticket_number)) {
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@ -91,7 +156,7 @@ if ($emails) {
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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 = $row['ticket_client_id'];
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$session_company_id = $row['company_id'];
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$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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@ -101,7 +166,7 @@ if ($emails) {
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if ($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($mysqli,"INSERT INTO notifications SET notification_type = 'Ticket', notification = '$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 = '$session_company_id'");
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mysqli_query($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 = '$company_id'");
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} else {
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@ -118,16 +183,18 @@ if ($emails) {
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}
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// Sanitize ticket reply
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$comment = trim(mysqli_real_escape_string($mysqli,$message));
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$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 = '$message', ticket_reply_type = '$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 = '$session_company_id'");
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mysqli_query($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 = 'Client contact $from updated ticket $subject via email', log_created_at = NOW(), log_client_id = $client_id, company_id = $session_company_id");
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mysqli_query($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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}
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@ -144,63 +211,66 @@ if ($emails) {
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$contact_id = $row['contact_id'];
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$contact_email = $row['contact_email'];
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$client_id = $row['contact_client_id'];
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$session_company_id = $row['company_id'];
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$company_id = $row['company_id'];
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if ($from == $contact_email) {
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// Prep ticket details
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$message = nl2br(htmlentities(strip_tags($message)));
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$message = trim(mysqli_real_escape_string($mysqli,"<i>Email from: $from 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 = $session_company_id");
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mysqli_query($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 = $session_company_id");
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$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 = 'Client contact $from created ticket $subject via email', log_created_at = NOW(), log_client_id = $client_id, company_id = $session_company_id");
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// Get company name & phone
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$sql = mysqli_query($mysqli,"SELECT company_name, company_phone FROM companies WHERE company_id = $session_company_id");
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$row = mysqli_fetch_array($sql);
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$company_phone = formatPhoneNumber($row['company_phone']);
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$session_company_name = $row['company_name'];
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// E-mail client notification that ticket has been created
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if ($config_ticket_client_general_notifications == 1) {
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$email_subject = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
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$email_body = "<i style='color: #808080'>#--itflow--#</i><br><br>Hello, $contact_name<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>~<br>$session_company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
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$mail = sendSingleEmail($config_smtp_host, $config_smtp_username, $config_smtp_password, $config_smtp_encryption, $config_smtp_port,
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$config_ticket_from_email, $config_ticket_from_name,
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$contact_email, $contact_name,
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$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 = $session_company_id");
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mysqli_query($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 = $session_company_id");
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}
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}
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createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message);
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$email_processed = true;
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} else {
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// Couldn't match this against a specific client contact -- do nothing for now
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// In the future, we'll try to match on client domain
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// or even log this to an inbox in the ITFlow portal or something to allow a new contact/ticket to be created manually
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// Couldn't match this email to an existing ticket or an existing client contact
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// Checking to see if the sender domain matches a client website
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$row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT * FROM clients WHERE client_website = '$domain' LIMIT 1"));
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if ($row && $domain == $row['client_website']) {
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// We found a match - create a contact under this client and raise a ticket for them
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// Client details
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$client_id = $row['client_id'];
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$company_id = $row['company_id'];
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// Contact details
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$password = password_hash(randomString(), PASSWORD_DEFAULT);
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$contact_name = $from_name;
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$contact_email = $from;
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mysqli_query($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 = $company_id");
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$contact_id = mysqli_insert_id($mysqli);
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// Logging for contact creation
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echo "Created new contact.<br>";
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mysqli_query($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 = $company_id");
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createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message);
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$email_processed = true;
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} else {
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// Couldn't match this email to an existing ticket, existing contact or an existing client via the "from" domain
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// 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
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}
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}
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}
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// Deal with the message
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if ($email_processed) {
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imap_mail_move($imap, $email, $imap_folder);
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} else {
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imap_setflag_full($imap, $email, "\\Flagged");
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}
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}
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}
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imap_expunge($imap);
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imap_close($imap);
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