Ticketing > Email-to-ticket parsing. See https://docs.itflow.org/ticket_email_parse -- Quitting.."); } $argv = $_SERVER['argv']; // Check Cron Key if ($argv[1] !== $config_cron_key) { exit("Cron Key invalid -- Quitting.."); } // Get system temp directory $temp_dir = sys_get_temp_dir(); // Create the path for the lock file using the temp directory $lock_file_path = "{$temp_dir}/itflow_email_parser_{$installation_id}.lock"; // Check for lock file to prevent concurrent script runs if (file_exists($lock_file_path)) { $file_age = time() - filemtime($lock_file_path); // If file is older than 3 minutes (180 seconds), delete and continue if ($file_age > 300) { unlink($lock_file_path); mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron-Email-Parser', log_action = 'Delete', log_description = 'Cron Email Parser detected a lock file was present but was over 10 minutes old so it removed it'"); } else { mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron-Email-Parser', log_action = 'Locked', log_description = 'Cron Email Parser attempted to execute but was already executing, so instead it terminated.'"); exit("Script is already running. Exiting."); } } // Create a lock file file_put_contents($lock_file_path, "Locked"); // Webklex PHP-IMAP use Webklex\PHPIMAP\ClientManager; use Webklex\PHPIMAP\Message\Attachment; // Allowed attachment extensions $allowed_extensions = array('jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', 'md', 'doc', 'docx', 'csv', 'xls', 'xlsx', 'xlsm', 'zip', 'tar', 'gz'); // Function to raise a new ticket for a given contact and email them confirmation (if configured) function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments, $original_message_file) { global $mysqli, $config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $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, $allowed_extensions; $ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1")); $ticket_number = intval($ticket_number_sql['config_ticket_next_number']); $new_config_ticket_next_number = $ticket_number + 1; mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1"); // Clean up the message $message = trim($message); // Remove leading/trailing whitespace $message = preg_replace('/\s+/', ' ', $message); // Replace multiple spaces with a single space $message = nl2br($message); // Convert newlines to
// Wrap the message in a div with controlled line height $message = "Email from: $contact_email at $date:-

$message
"; $ticket_prefix_esc = mysqli_real_escape_string($mysqli, $config_ticket_prefix); $subject_esc = mysqli_real_escape_string($mysqli, $subject); $message_esc = mysqli_real_escape_string($mysqli, $message); $contact_email_esc = mysqli_real_escape_string($mysqli, $contact_email); $client_id_esc = intval($client_id); //Generate a unique URL key for clients to access $url_key = randomString(156); mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$ticket_prefix_esc', ticket_number = $ticket_number, ticket_subject = '$subject_esc', ticket_details = '$message_esc', ticket_priority = 'Low', ticket_status = 1, ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_url_key = '$url_key', ticket_client_id = $client_id_esc"); $id = mysqli_insert_id($mysqli); 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_esc created ticket $ticket_prefix_esc$ticket_number ($subject_esc) ($id)', log_client_id = $client_id_esc"); mkdirMissing('uploads/tickets/'); $att_dir = "uploads/tickets/" . $id . "/"; mkdirMissing($att_dir); rename("uploads/tmp/{$original_message_file}", "{$att_dir}/{$original_message_file}"); $original_message_file_esc = mysqli_real_escape_string($mysqli, $original_message_file); mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = 'Original-parsed-email.eml', ticket_attachment_reference_name = '$original_message_file_esc', ticket_attachment_ticket_id = $id"); foreach ($attachments as $attachment) { $att_name = $attachment->getName(); $att_extarr = explode('.', $att_name); $att_extension = strtolower(end($att_extarr)); if (in_array($att_extension, $allowed_extensions)) { $att_saved_filename = md5(uniqid(rand(), true)) . '.' . $att_extension; $att_saved_path = $att_dir . $att_saved_filename; $attachment->save($att_dir); // Save the attachment to the directory rename($att_dir . $attachment->getName(), $att_saved_path); // Rename the saved file to the hashed name $ticket_attachment_name = sanitizeInput($att_name); $ticket_attachment_reference_name = sanitizeInput($att_saved_filename); $ticket_attachment_name_esc = mysqli_real_escape_string($mysqli, $ticket_attachment_name); $ticket_attachment_reference_name_esc = mysqli_real_escape_string($mysqli, $ticket_attachment_reference_name); mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = '$ticket_attachment_name_esc', ticket_attachment_reference_name = '$ticket_attachment_reference_name_esc', ticket_attachment_ticket_id = $id"); } else { $ticket_attachment_name_esc = mysqli_real_escape_string($mysqli, $att_name); mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Blocked attachment $ticket_attachment_name_esc from Client contact $contact_email_esc for ticket $ticket_prefix_esc$ticket_number', log_client_id = $client_id_esc"); } } $data = []; if ($config_ticket_client_general_notifications == 1 && $client_id != 0) { $subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject"; $body = "##- Please type your reply above this line -##

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: $subject
Status: New
https://$config_base_url/portal/ticket.php?id=$id

--
$company_name - Support
$config_ticket_from_email
$company_phone"; $data[] = [ 'from' => $config_ticket_from_email, 'from_name' => $config_ticket_from_name, 'recipient' => $contact_email, 'recipient_name' => $contact_name, 'subject' => mysqli_real_escape_string($mysqli, $subject_email), 'body' => mysqli_real_escape_string($mysqli, $body) ]; } if ($config_ticket_new_ticket_notification_email) { $client_sql = mysqli_query($mysqli, "SELECT client_name FROM clients WHERE client_id = $client_id"); $client_row = mysqli_fetch_array($client_sql); $client_name = sanitizeInput($client_row['client_name']); $email_subject = "$config_app_name - New Ticket - $client_name: $subject"; $email_body = "Hello,

This is a notification that a new ticket has been raised in ITFlow.
Client: $client_name
Priority: Low (email parsed)
Link: https://$config_base_url/ticket.php?ticket_id=$id

--------------------------------

$subject
$details"; $data[] = [ 'from' => $config_ticket_from_email, 'from_name' => $config_ticket_from_name, 'recipient' => $config_ticket_new_ticket_notification_email, 'recipient_name' => $config_ticket_from_name, 'subject' => mysqli_real_escape_string($mysqli, $email_subject), 'body' => mysqli_real_escape_string($mysqli, $email_body) ]; } addToMailQueue($mysqli, $data); return true; } // Add Reply Function function addReply($from_email, $date, $subject, $ticket_number, $message, $attachments) { global $mysqli, $config_app_name, $company_name, $company_phone, $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, $allowed_extensions; $ticket_reply_type = 'Client'; // Clean up the message $message_parts = explode("##- Please type your reply above this line -##", $message); $message_body = $message_parts[0]; $message_body = trim($message_body); // Remove leading/trailing whitespace $message_body = preg_replace('/\r\n|\r|\n/', ' ', $message_body); // Replace newlines with a space $message_body = nl2br($message_body); // Convert remaining newlines to
// Wrap the message in a div with controlled line height $message = "Email from: $from_email at $date:-

$message_body
"; $ticket_number_esc = intval($ticket_number); $message_esc = mysqli_real_escape_string($mysqli, $message); $from_email_esc = mysqli_real_escape_string($mysqli, $from_email); $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email, client_name FROM tickets LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id LEFT JOIN clients on tickets.ticket_client_id = clients.client_id WHERE ticket_number = $ticket_number_esc LIMIT 1")); if ($row) { $ticket_id = intval($row['ticket_id']); $ticket_subject = sanitizeInput($row['ticket_subject']); $ticket_status = sanitizeInput($row['ticket_status']); $ticket_reply_contact = intval($row['ticket_contact_id']); $ticket_contact_email = sanitizeInput($row['contact_email']); $client_id = intval($row['ticket_client_id']); $client_name = sanitizeInput($row['client_name']); if ($ticket_status == 5) { $config_ticket_prefix_esc = mysqli_real_escape_string($mysqli, $config_ticket_prefix); $ticket_number_esc = mysqli_real_escape_string($mysqli, $ticket_number); $ticket_id_esc = intval($ticket_id); $client_id_esc = intval($client_id); mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from_email attempted to re-open ticket $config_ticket_prefix_esc$ticket_number_esc (ID $ticket_id_esc) - check inbox manually to see email', notification_action = 'ticket.php?ticket_id=$ticket_id_esc', notification_client_id = $client_id_esc"); $email_subject = "Action required: This ticket is already closed"; $email_body = "Hi there,

You've tried to reply to a ticket that is closed - we won't see your response.

Please raise a new ticket by sending a new e-mail to our support address below.

--
$company_name - Support
$config_ticket_from_email
$company_phone"; $data = [ [ 'from' => $config_ticket_from_email, 'from_name' => $config_ticket_from_name, 'recipient' => $from_email, 'recipient_name' => $from_email, 'subject' => mysqli_real_escape_string($mysqli, $email_subject), 'body' => mysqli_real_escape_string($mysqli, $email_body) ] ]; addToMailQueue($mysqli, $data); return true; } if (empty($ticket_contact_email) || $ticket_contact_email !== $from_email) { $from_email_esc = mysqli_real_escape_string($mysqli, $from_email); $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_email = '$from_email_esc' AND contact_client_id = $client_id LIMIT 1")); if ($row) { $ticket_reply_contact = intval($row['contact_id']); } else { $ticket_reply_type = 'Internal'; $ticket_reply_contact = '0'; $message = "WARNING: Contact email mismatch
$message"; $message_esc = mysqli_real_escape_string($mysqli, $message); } } mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$message_esc', ticket_reply_type = '$ticket_reply_type', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $ticket_reply_contact, ticket_reply_ticket_id = $ticket_id"); $reply_id = mysqli_insert_id($mysqli); mkdirMissing('uploads/tickets/'); foreach ($attachments as $attachment) { $att_name = $attachment->getName(); $att_extarr = explode('.', $att_name); $att_extension = strtolower(end($att_extarr)); if (in_array($att_extension, $allowed_extensions)) { $att_saved_filename = md5(uniqid(rand(), true)) . '.' . $att_extension; $att_saved_path = "uploads/tickets/" . $ticket_id . "/" . $att_saved_filename; $attachment->save("uploads/tickets/" . $ticket_id); // Save the attachment to the directory rename("uploads/tickets/" . $ticket_id . "/" . $attachment->getName(), $att_saved_path); // Rename the saved file to the hashed name $ticket_attachment_name = sanitizeInput($att_name); $ticket_attachment_reference_name = sanitizeInput($att_saved_filename); $ticket_attachment_name_esc = mysqli_real_escape_string($mysqli, $ticket_attachment_name); $ticket_attachment_reference_name_esc = mysqli_real_escape_string($mysqli, $ticket_attachment_reference_name); mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = '$ticket_attachment_name_esc', ticket_attachment_reference_name = '$ticket_attachment_reference_name_esc', ticket_attachment_reply_id = $reply_id, ticket_attachment_ticket_id = $ticket_id"); } else { $ticket_attachment_name_esc = mysqli_real_escape_string($mysqli, $att_name); mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Blocked attachment $ticket_attachment_name_esc from Client contact $from_email_esc for ticket $config_ticket_prefix$ticket_number_esc', log_client_id = $client_id"); } } $ticket_assigned_to = mysqli_query($mysqli, "SELECT ticket_assigned_to FROM tickets WHERE ticket_id = $ticket_id LIMIT 1"); if ($ticket_assigned_to) { $row = mysqli_fetch_array($ticket_assigned_to); $ticket_assigned_to = intval($row['ticket_assigned_to']); if ($ticket_assigned_to) { $tech_sql = mysqli_query($mysqli, "SELECT user_email, user_name FROM users WHERE user_id = $ticket_assigned_to LIMIT 1"); $tech_row = mysqli_fetch_array($tech_sql); $tech_email = sanitizeInput($tech_row['user_email']); $tech_name = sanitizeInput($tech_row['user_name']); $email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject"; $email_body = "Hello $tech_name,

A new reply has been added to the below ticket, check ITFlow for full details.

Client: $client_name
Ticket: $config_ticket_prefix$ticket_number
Subject: $ticket_subject

https://$config_base_url/ticket.php?ticket_id=$ticket_id"; $data = [ [ 'from' => $config_ticket_from_email, 'from_name' => $config_ticket_from_name, 'recipient' => $tech_email, 'recipient_name' => $tech_name, 'subject' => mysqli_real_escape_string($mysqli, $email_subject), 'body' => mysqli_real_escape_string($mysqli, $email_body) ] ]; addToMailQueue($mysqli, $data); } } mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL 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 = 'Email parser: Client contact $from_email_esc updated ticket $config_ticket_prefix$ticket_number_esc ($subject)', log_client_id = $client_id"); return true; } else { return false; } } // Function to create a folder in the mailbox if it doesn't exist function createMailboxFolder($client, $folderName) { try { // Attempt to get the folder $folder = $client->getFolder($folderName); // If the folder doesn't exist, create it if (!$folder) { $client->createFolder($folderName); echo "Folder '$folderName' created successfully."; // Disconnect and reconnect to ensure the server registers the new folder $client->disconnect(); sleep(1); // Pause before reconnecting $client->connect(); } else { echo "Folder '$folderName' already exists."; } // Re-fetch the folder after reconnecting return $client->getFolder($folderName); } catch (Exception $e) { echo "Error creating folder '$folderName': " . $e->getMessage(); return null; } } // Function to subscribe to a folder in the mailbox function subscribeMailboxFolder($folder) { if ($folder) { try { // Subscribe to the folder $folder->subscribe(); echo "Folder '{$folder->name}' subscribed successfully."; } catch (Exception $e) { echo "Error subscribing to folder '{$folder->name}': " . $e->getMessage(); } } else { echo "Cannot subscribe to folder because it does not exist."; } } // Initialize the client manager and create the client $clientManager = new ClientManager(); $client = $clientManager->make([ 'host' => $config_imap_host, 'port' => $config_imap_port, 'encryption' => $config_imap_encryption, 'validate_cert' => true, 'username' => $config_imap_username, 'password' => $config_imap_password, 'protocol' => 'imap' ]); // Connect to the IMAP server $client->connect(); // Create the "ITFlow" mailbox folder if it doesn't exist $folder = createMailboxFolder($client, 'ITFlow'); // Subscribe to the "ITFlow" mailbox folder subscribeMailboxFolder($folder); // Possible names for the inbox folder $inboxNames = ['Inbox', 'INBOX', 'inbox']; // Function to get the correct inbox folder function getInboxFolder($client, $inboxNames) { foreach ($inboxNames as $name) { try { $folder = $client->getFolder($name); if ($folder) { return $folder; } } catch (Exception $e) { // Continue to the next name if the current one fails continue; } } throw new Exception("No inbox folder found."); } try { $inbox = getInboxFolder($client, $inboxNames); $messages = $inbox->query()->unseen()->get(); } catch (Exception $e) { echo "Error: " . $e->getMessage(); } if ($messages->count() > 0) { foreach ($messages as $message) { $email_processed = false; mkdirMissing('uploads/tmp/'); $original_message_file = "processed-eml-" . randomString(200) . ".eml"; file_put_contents("uploads/tmp/{$original_message_file}", $message->getRawMessage()); $from_address = $message->getFrom(); $from_name = sanitizeInput($from_address[0]->personal ?? 'Unknown'); $from_email = sanitizeInput($from_address[0]->mail ?? 'itflow-guest@example.com'); $from_domain = explode("@", $from_email); $from_domain = sanitizeInput(end($from_domain)); $subject = sanitizeInput($message->getSubject() ?? 'No Subject'); $date = sanitizeInput($message->getDate() ?? date('Y-m-d H:i:s')); $message_body = $message->getHtmlBody() ?? ''; if (empty($message_body)) { $text_body = $message->getTextBody() ?? ''; $message_body = nl2br(htmlspecialchars($text_body)); } if (preg_match("/\[$config_ticket_prefix\d+\]/", $subject, $ticket_number)) { preg_match('/\d+/', $ticket_number[0], $ticket_number); $ticket_number = intval($ticket_number[0]); if (addReply($from_email, $date, $subject, $ticket_number, $message_body, $message->getAttachments())) { $email_processed = true; } } else { $from_email_esc = mysqli_real_escape_string($mysqli, $from_email); $any_contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from_email_esc' LIMIT 1"); $row = mysqli_fetch_array($any_contact_sql); if ($row) { $contact_name = sanitizeInput($row['contact_name']); $contact_id = intval($row['contact_id']); $contact_email = sanitizeInput($row['contact_email']); $client_id = intval($row['contact_client_id']); if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message_body, $message->getAttachments(), $original_message_file)) { $email_processed = true; } } else { $from_domain_esc = mysqli_real_escape_string($mysqli, $from_domain); $row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT * FROM domains WHERE domain_name = '$from_domain_esc' LIMIT 1")); if ($row && $from_domain == $row['domain_name']) { $client_id = intval($row['domain_client_id']); $password = password_hash(randomString(), PASSWORD_DEFAULT); $contact_name = $from_name; $contact_email = $from_email; mysqli_query($mysqli, "INSERT INTO contacts SET contact_name = '".mysqli_real_escape_string($mysqli, $contact_name)."', contact_email = '".mysqli_real_escape_string($mysqli, $contact_email)."', contact_notes = 'Added automatically via email parsing.', contact_password_hash = '$password', contact_client_id = $client_id"); $contact_id = mysqli_insert_id($mysqli); echo "Created new contact.
"; mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Contact', log_action = 'Create', log_description = 'Email parser: created contact ".mysqli_real_escape_string($mysqli, $contact_name)."', log_client_id = $client_id"); if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message_body, $message->getAttachments(), $original_message_file)) { $email_processed = true; } } elseif ($config_ticket_email_parse_unknown_senders) { // Parse even if the sender is unknown if (addTicket(0, 'Guest', $from_email, 0, $date, $subject, $message_body, $message->getAttachments(), $original_message_file)) { $email_processed = true; } } } } if ($email_processed) { $message->setFlag(['Seen']); $message->move('ITFlow'); } else { echo "Failed to process email - flagging for manual review."; $message->setFlag(['Flagged']); } if (file_exists("uploads/tmp/{$original_message_file}")) { unlink("uploads/tmp/{$original_message_file}"); } } } $client->expunge(); $client->disconnect(); // Remove the lock file unlink($lock_file_path);