diff --git a/cron_ticket_email_parser.php b/cron_ticket_email_parser.php index d0b6121b..73ff869d 100644 --- a/cron_ticket_email_parser.php +++ b/cron_ticket_email_parser.php @@ -7,12 +7,12 @@ /* TODO: - Attachments - - Allow unregistered contacts for clients to create contacts/raise tickets based on email domain - Process unregistered contacts/clients into an inbox to allow a ticket to be created/ignored - Better handle replying to closed tickets - Support for authenticating with OAuth - Documentation - - Seperate Mailbox Account for tickets 2022-12-14 - JQ + - Separate Mailbox Account for tickets 2022-12-14 - JQ + - Properly parse base64 encoded emails (if an Outlook user sends a smiley everything breaks :( - https://electrictoolbox.com/php-imap-message-parts/) 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 */ @@ -22,6 +22,7 @@ include_once("config.php"); include_once("functions.php"); // Get settings for the "default" company +$company_id = 1; $session_company_id = 1; include_once("get_settings.php"); @@ -36,6 +37,58 @@ if (!function_exists('imap_open')) { exit(); } + +// Function to raise a new ticket for a given contact and email them confirmation (if configured) +function createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message) { + + // Access global variables + 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; + + // Prep ticket details + $message = nl2br(htmlentities(strip_tags($message))); + $message = trim(mysqli_real_escape_string($mysqli,"Email from: $contact_email at $date:-

$message")); + + // Get the next Ticket Number and add 1 for the new ticket number + $ticket_number = $config_ticket_next_number; + $new_config_ticket_next_number = $config_ticket_next_number + 1; + mysqli_query($mysqli,"UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = $company_id"); + + mysqli_query($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"); + $id = mysqli_insert_id($mysqli); + + // Logging + echo "Created new ticket.
"; + 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"); + + // Get company name & phone + $sql = mysqli_query($mysqli,"SELECT company_name, company_phone FROM companies WHERE company_id = $company_id"); + $row = mysqli_fetch_array($sql); + $company_phone = formatPhoneNumber($row['company_phone']); + $company_name = $row['company_name']; + + + // E-mail client notification that ticket has been created + if ($config_ticket_client_general_notifications == 1) { + + $email_subject = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject"; + $email_body = "#--itflow--#

Hello, $contact_name

Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.

Ticket: $config_ticket_prefix$ticket_number
Subject: $subject
Status: Open
https://$config_base_url/portal/ticket.php?id=$id

~
$company_name
Support Department
$config_ticket_from_email
$company_phone"; + + $mail = sendSingleEmail($config_smtp_host, $config_smtp_username, $config_smtp_password, $config_smtp_encryption, $config_smtp_port, + $config_ticket_from_email, $config_ticket_from_name, + $contact_email, $contact_name, + $email_subject, $email_body); + + if ($mail !== true) { + mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email', notification_timestamp = NOW(), company_id = $company_id"); + mysqli_query($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"); + } + + } + + return true; + +} + // Prepare connection string with encryption (TLS/SSL/) $imap_mailbox = "$config_imap_host:$config_imap_port/imap/$config_imap_encryption"; @@ -46,12 +99,18 @@ $imap = imap_open("{{$imap_mailbox}}INBOX", $config_smtp_username, $config_smtp_ if (!$imap) { // Logging $extended_log_description = var_export(imap_errors(), true); - mysqli_query($mysqli,"INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to connect to IMAP: $extended_log_description', company_id = $session_company_id"); - + mysqli_query($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 = $company_id"); exit("Could not connect to IMAP"); } -// Search for unread (UNSEEN) emails +// Check for the ITFlow_Processed mailbox that we move messages to once processed +$imap_folder = 'INBOX/ITFlow_Processed'; +$list = imap_list($imap, "{{$imap_mailbox}}", "*"); +if (array_search("{{$imap_mailbox}}$imap_folder", $list) === false) { + imap_createmailbox($imap, imap_utf7_encode("{{$imap_mailbox}}$imap_folder")); +} + +// Search for unread ("UNSEEN") emails $emails = imap_search($imap,'UNSEEN'); if ($emails) { @@ -62,15 +121,21 @@ if ($emails) { // Loop through each email foreach($emails as $email) { + // Default false + $email_processed = false; + // Get message details $metadata = imap_fetch_overview($imap, $email,0); // Date, Subject, Size $header = imap_headerinfo($imap, $email); // To get the From as an email, not a contact name - $message = imap_fetchbody($imap, $email, 1); // Body + $message = (imap_fetchbody($imap, $email, 1)); // Body $from = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($header->from[0]->mailbox . "@" . $header->from[0]->host)))); $subject = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($metadata[0]->subject)))); $date = trim(mysqli_real_escape_string($mysqli, htmlentities(strip_tags($metadata[0]->date)))); + $domain = trim(mysqli_real_escape_string($mysqli, $header->from[0]->host)); + $from_name = trim(mysqli_real_escape_string($mysqli, $header->from[0]->mailbox)); + // Check if we can identify a ticket number (in square brackets) if (preg_match("/\[$config_ticket_prefix\d+\]/", $subject, $ticket_number)) { @@ -91,7 +156,7 @@ if ($emails) { $ticket_reply_contact = $row['ticket_contact_id']; $ticket_assigned_to = $row['ticket_assigned_to']; $client_id = $row['ticket_client_id']; - $session_company_id = $row['company_id']; + $company_id = $row['company_id']; $ticket_reply_type = 'Client'; // Setting to client as a default value // Check the ticket ID is valid @@ -101,7 +166,7 @@ if ($emails) { if ($row['ticket_status'] == "Closed") { // It's closed - let's notify someone that a client tried to reply - mysqli_query($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 = '$session_company_id'"); + mysqli_query($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 = '$company_id'"); } else { @@ -118,16 +183,18 @@ if ($emails) { } // Sanitize ticket reply - $comment = trim(mysqli_real_escape_string($mysqli,$message)); + $comment = trim(mysqli_real_escape_string($mysqli, $message)); // Add the comment - mysqli_query($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 = '$session_company_id'"); + mysqli_query($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 = '$company_id'"); // Update Ticket Last Response Field & set ticket to open as client has replied mysqli_query($mysqli,"UPDATE tickets SET ticket_status = 'Open', ticket_updated_at = NOW() WHERE ticket_id = $ticket_id AND ticket_client_id = '$client_id' LIMIT 1"); echo "Updated existing ticket.
"; - 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 = $session_company_id"); + mysqli_query($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"); + + $email_processed = true; } } @@ -144,63 +211,66 @@ if ($emails) { $contact_id = $row['contact_id']; $contact_email = $row['contact_email']; $client_id = $row['contact_client_id']; - $session_company_id = $row['company_id']; + $company_id = $row['company_id']; if ($from == $contact_email) { - // Prep ticket details - $message = nl2br(htmlentities(strip_tags($message))); - $message = trim(mysqli_real_escape_string($mysqli,"Email from: $from at $date:-

$message")); - - // Get the next Ticket Number and add 1 for the new ticket number - $ticket_number = $config_ticket_next_number; - $new_config_ticket_next_number = $config_ticket_next_number + 1; - mysqli_query($mysqli,"UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = $session_company_id"); - - mysqli_query($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"); - $id = mysqli_insert_id($mysqli); - - // Logging - echo "Created new ticket.
"; - 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"); - - // Get company name & phone - $sql = mysqli_query($mysqli,"SELECT company_name, company_phone FROM companies WHERE company_id = $session_company_id"); - $row = mysqli_fetch_array($sql); - $company_phone = formatPhoneNumber($row['company_phone']); - $session_company_name = $row['company_name']; - - - // E-mail client notification that ticket has been created - if ($config_ticket_client_general_notifications == 1) { - - $email_subject = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject"; - $email_body = "#--itflow--#

Hello, $contact_name

Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.

Ticket: $config_ticket_prefix$ticket_number
Subject: $subject
Status: Open
https://$config_base_url/portal/ticket.php?id=$id

~
$session_company_name
Support Department
$config_ticket_from_email
$company_phone"; - - $mail = sendSingleEmail($config_smtp_host, $config_smtp_username, $config_smtp_password, $config_smtp_encryption, $config_smtp_port, - $config_ticket_from_email, $config_ticket_from_name, - $contact_email, $contact_name, - $email_subject, $email_body); - - if ($mail !== true) { - mysqli_query($mysqli,"INSERT INTO notifications SET notification_type = 'Mail', notification = 'Failed to send email to $contact_email', notification_timestamp = NOW(), company_id = $session_company_id"); - mysqli_query($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 = $session_company_id"); - } - - } - + createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message); + $email_processed = true; } else { - // Couldn't match this against a specific client contact -- do nothing for now - // In the future, we'll try to match on client domain - // or even log this to an inbox in the ITFlow portal or something to allow a new contact/ticket to be created manually + // 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 = '$domain' LIMIT 1")); + + if ($row && $domain == $row['client_website']) { + + // We found a match - create a contact under this client and raise a ticket for them + + // Client details + $client_id = $row['client_id']; + $company_id = $row['company_id']; + + // 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"); + $contact_id = mysqli_insert_id($mysqli); + + // Logging for contact creation + echo "Created new contact.
"; + 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); + + $email_processed = true; + + } else { + + // Couldn't match this email to an existing ticket, existing contact or an existing client via the "from" domain + // In the future we might make a page where these can be nicely viewed / managed, but for now we'll just flag them as needing attention + + } } } + // Deal with the message + if ($email_processed) { + imap_mail_move($imap, $email, $imap_folder); + } else { + imap_setflag_full($imap, $email, "\\Flagged"); + } } + } + + +imap_expunge($imap); +imap_close($imap);