mirror of https://github.com/itflow-org/itflow
334 lines
16 KiB
PHP
334 lines
16 KiB
PHP
<?php
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/*
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* CRON - Email Parser
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* Process emails and create/update tickets
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*/
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/*
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TODO:
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- Attachments
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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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- Separate Mailbox Account for tickets 2022-12-14 - JQ
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*/
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// Get ITFlow config & helper functions
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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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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("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 extension works/installed
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if (!function_exists('imap_open')) {
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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 addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message) {
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// Access global variables
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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($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1"));
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$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 = $new_config_ticket_next_number WHERE company_id = 1");
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// Prep ticket details
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$message = nl2br($message);
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$message = mysqli_real_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message");
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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_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
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$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 ($subject) ($id)', log_client_id = $client_id");
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// Get company name & phone
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$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
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$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'>##- Please type your reply above this line -##</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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$mail = sendSingleEmail(
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$config_smtp_host,
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$config_smtp_username,
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$config_smtp_password,
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$config_smtp_encryption,
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$config_smtp_port,
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$config_ticket_from_email,
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$config_ticket_from_name,
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$contact_email,
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$contact_name,
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$email_subject,
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$email_body
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);
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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 $contact_email'");
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Failed to send email to $contact_email regarding $subject. $mail'");
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}
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}
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return true;
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}
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function addReply($from_email, $date, $subject, $ticket_number, $message) {
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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("##- Please type your reply above this line -##", $message);
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$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, 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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$ticket_id = intval($row['ticket_id']);
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$ticket_status = $row['ticket_status'];
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$ticket_reply_contact = intval($row['ticket_contact_id']);
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$ticket_contact_email = $row['contact_email'];
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$client_id = intval($row['ticket_client_id']);
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// Check ticket isn't closed
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if ($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_client_id = $client_id");
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return false;
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}
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// Check WHO replied (was it the owner of the ticket or someone else on CC?)
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if (empty($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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$ticket_reply_contact = intval($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_by = $ticket_reply_contact, ticket_reply_ticket_id = $ticket_id");
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// Update Ticket Last Response Field & set ticket to open as client has replied
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mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' 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_client_id = $client_id");
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return true;
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} else {
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// Invalid ticket number
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return false;
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}
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}
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// Prepare connection string with encryption (TLS/SSL/<blank>)
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$imap_mailbox = "$config_imap_host:$config_imap_port/imap/$config_imap_encryption";
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// Connect to host via IMAP
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$imap = imap_open("{{$imap_mailbox}}INBOX", $config_smtp_username, $config_smtp_password);
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// Check connection
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if (!$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: $extended_log_description'");
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exit("Could not connect to IMAP");
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}
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// Check for the ITFlow_Processed mailbox that we move messages to once processed
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$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 ($emails) {
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// Sort
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rsort($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 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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// 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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$subject = sanitizeInput($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 = $parser->getMessageBody('text');
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//$message .= $parser->getMessageBody('htmlEmbedded');
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//$text = "Some Text";
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//$message = str_replace("</body>", "<p>{$text}</p></body>", $message);
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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($ticket_number[0]);
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if (addReply($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 = '$from_email' LIMIT 1");
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$row = mysqli_fetch_array($any_contact_sql);
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if ($row) {
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// Sender exists as a contact
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$contact_name = $row['contact_name'];
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$contact_id = intval($row['contact_id']);
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$contact_email = $row['contact_email'];
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$client_id = intval($row['contact_client_id']);
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if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message)) {
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$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 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 = '$from_domain' LIMIT 1"));
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if ($row && $from_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 = intval($row['client_id']);
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// Contact details
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$password = password_hash(randomString(), PASSWORD_DEFAULT);
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$contact_name = $from_name;
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$contact_email = $from_email;
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mysqli_query($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 = $client_id");
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$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 = $client_id");
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if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message)) {
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$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, 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 in the Inbox as needing attention
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}
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}
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}
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// Deal with the message (move it if processed, flag it if not)
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if ($email_processed) {
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imap_mail_move($imap, $email, $imap_folder);
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} else {
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echo "Failed to process email - flagging for manual review.";
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imap_setflag_full($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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