Merge pull request #589 from wrongecho/email-ticketing

Email ticketing enhancements

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,"<i>Email from: $contact_email at $date:-</i> <br><br>$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.<br>";
+    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    = "<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";
+
+        $mail = sendSingleEmail($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/<blank>)
 $imap_mailbox = "$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.<br>";
-                    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
+                createTicket($contact_id, $contact_name, $contact_email, $client_id, $company_id, $date, $subject, $message);
-                $message = nl2br(htmlentities(strip_tags($message)));
+                $email_processed = true;
-                $message = trim(mysqli_real_escape_string($mysqli,"<i>Email from: $from at $date:-</i> <br><br>$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.<br>";
-                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    = "<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";
-
-                    $mail = sendSingleEmail($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");
-                    }
-
-                }
-
 
             } else {
 
-                // Couldn't match this against a specific client contact -- do nothing for now
+                // Couldn't match this email to an existing ticket or an existing client contact
-                // In the future, we'll try to match on client domain
+                // Checking to see if the sender domain matches a client website
-                //  or even log this to an inbox in the ITFlow portal or something to allow a new contact/ticket to be created manually
+
+                $row = mysqli_fetch_assoc(mysqli_query($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.<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 = $company_id");
+
+                    createTicket($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);