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itflow/cron_ticket_email_parser.php

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PHP
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<?php
/*
* CRON - Email Parser
* Process emails and create/update tickets
*/
/*
TODO:
- Process unregistered contacts/clients into an inbox to allow a ticket to be created/ignored
- Support for authenticating with OAuth
- Separate Mailbox Account for tickets 2022-12-14 - JQ
*/
// Set working directory to the directory this cron script lives at.
chdir(dirname(__FILE__));
// Get ITFlow config & helper functions
require_once "config.php";
require_once "functions.php";
// Get settings for the "default" company
require_once "get_settings.php";
// Get company name & phone
$sql = mysqli_query($mysqli, "SELECT company_name, company_phone FROM companies WHERE company_id = 1");
$row = mysqli_fetch_array($sql);
$company_name = $row['company_name'];
$company_phone = formatPhoneNumber($row['company_phone']);
// Check setting enabled
if ($config_ticket_email_parse == 0) {
exit("Email Parser: Feature is not enabled - check Settings > 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..");
}
// Check IMAP extension works/installed
if (!function_exists('imap_open')) {
exit("Email Parser: PHP IMAP extension is not installed. See https://docs.itflow.org/ticket_email_parse -- Quitting..");
}
// Check mailparse extension works/installed
if (!function_exists('mailparse_msg_parse_file')) {
exit("Email Parser: PHP mailparse extension is not installed. See https://docs.itflow.org/ticket_email_parse -- 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 10 minutes (600 seconds), delete and continue
if ($file_age > 600) {
unlink($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");
// PHP Mail Parser
use PhpMimeMailParser\Parser;
require_once "plugins/php-mime-mail-parser/src/Contracts/CharsetManager.php";
require_once "plugins/php-mime-mail-parser/src/Contracts/Middleware.php";
require_once "plugins/php-mime-mail-parser/src/Attachment.php";
require_once "plugins/php-mime-mail-parser/src/Charset.php";
require_once "plugins/php-mime-mail-parser/src/Exception.php";
require_once "plugins/php-mime-mail-parser/src/Middleware.php";
require_once "plugins/php-mime-mail-parser/src/MiddlewareStack.php";
require_once "plugins/php-mime-mail-parser/src/MimePart.php";
require_once "plugins/php-mime-mail-parser/src/Parser.php";
// 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) {
// Access global variables
global $mysqli, $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;
// Get the next Ticket Number and add 1 for the new ticket number
$ticket_number_sql = mysqli_fetch_array(mysqli_query($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");
// Prep ticket details
$message = nl2br($message);
$message_escaped = mysqli_real_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message");
mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message_escaped', ticket_priority = 'Low', ticket_status = 'Pending-Assignment', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_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 ($subject) ($id)', log_client_id = $client_id");
// Process attachments (after ticket is logged as created)
mkdirMissing('uploads/tickets/');
foreach ($attachments as $attachment) {
// Get name and extension
$att_name = $attachment->getFileName();
$att_extarr = explode('.', $att_name);
$att_extension = strtolower(end($att_extarr));
// Check the extension is allowed
if (in_array($att_extension, $allowed_extensions)) {
// Setup directory for this ticket ID
$att_dir = "uploads/tickets/" . $id . "/";
mkdirMissing($att_dir);
// Save attachment with a random name
$att_saved_path = $attachment->save($att_dir, Parser::ATTACHMENT_RANDOM_FILENAME);
// Access the random name to add into the database (this won't work on Windows)
$att_tmparr = explode($att_dir, $att_saved_path);
$ticket_attachment_name = sanitizeInput($att_name);
$ticket_attachment_reference_name = sanitizeInput(end($att_tmparr));
mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = '$ticket_attachment_name', ticket_attachment_reference_name = '$ticket_attachment_reference_name', ticket_attachment_ticket_id = $id");
} else {
$ticket_attachment_name = sanitizeInput($att_name);
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Blocked attachment $ticket_attachment_name from Client contact $contact_email for ticket $config_ticket_prefix$ticket_number', log_client_id = $client_id");
}
}
// E-mail client notification that ticket has been created
if ($config_ticket_client_general_notifications == 1) {
// Insert email into queue (first, escape vars)
$contact_email_escaped = sanitizeInput($contact_email);
$contact_name_escaped = sanitizeInput($contact_name);
$config_ticket_from_email_escaped = sanitizeInput($config_ticket_from_email);
$config_ticket_from_name_escaped = sanitizeInput($config_ticket_from_name);
$subject_escaped = mysqli_escape_string($mysqli, "Ticket created - [$config_ticket_prefix$ticket_number] - $subject");
$body_escaped = mysqli_escape_string($mysqli, "<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");
mysqli_query($mysqli, "INSERT INTO email_queue SET email_recipient = '$contact_email_escaped', email_recipient_name = '$contact_name_escaped', email_from = '$config_ticket_from_email_escaped', email_from_name = '$config_ticket_from_name_escaped', email_subject = '$subject_escaped', email_content = '$body_escaped'");
}
// Notify agent DL of the new ticket, if populated with a valid email
if ($config_ticket_new_ticket_notification_email) {
// Get client info
$client_sql = mysqli_query($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']);
// TODO: Fix Emojis and HTML opening tags sometimes breaking this "forwarding"
$details = removeEmoji($message_escaped);
$email_subject = mysqli_escape_string($mysqli, "ITFlow - New Ticket - $client_name: $subject");
$email_body = "Hello, <br><br>This is a notification that a new ticket has been raised in ITFlow. <br>Client: $client_name<br>Priority: Low (email parsed)<br>Link: https://$config_base_url/ticket.php?ticket_id=$id <br><br>--------------------------------<br><br><b>$subject</b><br>$details";
mysqli_query($mysqli, "INSERT INTO email_queue SET email_recipient = '$config_ticket_new_ticket_notification_email', email_recipient_name = 'ITFlow Agents', email_from = '$config_ticket_from_email', email_from_name = '$config_ticket_from_name', email_subject = '$email_subject', email_content = '$email_body'");
}
return true;
}
function addReply($from_email, $date, $subject, $ticket_number, $message, $attachments) {
// Add email as a comment/reply to an existing ticket
// Access global variables
global $mysqli, $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;
// Set default reply type
$ticket_reply_type = 'Client';
// Capture just the latest/most recent email reply content
// based off the "#--itflow#" line that we prepend the outgoing emails with (similar to the old school --reply above this line--)
$message = explode("##- Please type your reply above this line -##", $message);
$message = nl2br($message[0]);
$message = "<i>Email from: $from_email at $date:-</i> <br><br>$message";
// Lookup the ticket ID
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email
FROM tickets
LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id
WHERE ticket_number = $ticket_number LIMIT 1"));
if ($row) {
// Get ticket details
$ticket_id = intval($row['ticket_id']);
$ticket_status = $row['ticket_status'];
$ticket_reply_contact = intval($row['ticket_contact_id']);
$ticket_contact_email = $row['contact_email'];
$client_id = intval($row['ticket_client_id']);
// Check ticket isn't closed - tickets can't be re-opened
if ($ticket_status == "Closed") {
mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Ticket', notification = 'Email parser: $from_email attempted to re-open ticket $config_ticket_prefix$ticket_number (ID $ticket_id) - check inbox manually to see email', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id");
$email_subject = "Action required: This ticket is already closed";
$email_body = "Hi there, <br><br>You've tried to reply to a ticket that is closed - we won't see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address. <br><br>~<br>$company_name<br>Support Department<br>$config_ticket_from_email<br>$company_phone";
sendSingleEmail(
$config_smtp_host,
$config_smtp_username,
$config_smtp_password,
$config_smtp_encryption,
$config_smtp_port,
$config_ticket_from_email,
$config_ticket_from_name,
$from_email,
$from_email,
$email_subject,
$email_body
);
return false;
}
// Check WHO replied (was it the owner of the ticket or someone else on CC?)
if (empty($ticket_contact_email) || $ticket_contact_email !== $from_email) {
// It wasn't the contact currently assigned to the ticket, check if it's another registered contact for that client
$row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT contact_id FROM contacts WHERE contact_email = '$from_email' AND contact_client_id = $client_id LIMIT 1"));
if ($row) {
// Contact is known - we can keep the reply type as client
$ticket_reply_contact = intval($row['contact_id']);
} else {
// 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)
$ticket_reply_type = 'Internal';
$ticket_reply_contact = '0';
$message = "<b>WARNING: Contact email mismatch</b><br>$message"; // Add a warning at the start of the message - for the techs benefit (think phishing/scams)
}
}
// Sanitize ticket reply
$comment = trim(mysqli_real_escape_string($mysqli, $message));
// Add the comment
mysqli_query($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");
$reply_id = mysqli_insert_id($mysqli);
// Process attachments
mkdirMissing('uploads/tickets/');
foreach ($attachments as $attachment) {
// Get name and extension
$att_name = $attachment->getFileName();
$att_extarr = explode('.', $att_name);
$att_extension = strtolower(end($att_extarr));
// Check the extension is allowed
if (in_array($att_extension, $allowed_extensions)) {
// Setup directory for this ticket ID
$att_dir = "uploads/tickets/" . $ticket_id . "/";
mkdirMissing($att_dir);
// Save attachment with a random name
$att_saved_path = $attachment->save($att_dir, Parser::ATTACHMENT_RANDOM_FILENAME);
// Access the random name to add into the database (this won't work on Windows)
$att_tmparr = explode($att_dir, $att_saved_path);
$ticket_attachment_name = sanitizeInput($att_name);
$ticket_attachment_reference_name = sanitizeInput(end($att_tmparr));
mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = '$ticket_attachment_name', ticket_attachment_reference_name = '$ticket_attachment_reference_name', ticket_attachment_reply_id = $reply_id, ticket_attachment_ticket_id = $ticket_id");
} else {
$ticket_attachment_name = sanitizeInput($att_name);
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Blocked attachment $ticket_attachment_name from Client contact $from_email for ticket $config_ticket_prefix$ticket_number', log_client_id = $client_id");
}
}
// Update Ticket Last Response Field & set ticket to open as client has replied
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Client-Replied' 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 = 'Email parser: Client contact $from_email updated ticket $config_ticket_prefix$ticket_number ($subject)', log_client_id = $client_id");
return true;
} else {
// Invalid ticket number
return false;
}
}
// Prepare connection string with encryption (TLS/SSL/<blank>)
$imap_mailbox = "$config_imap_host:$config_imap_port/imap/$config_imap_encryption";
// Connect to host via IMAP
$imap = imap_open("{{$imap_mailbox}}INBOX", $config_imap_username, $config_imap_password);
// Check connection
if (!$imap) {
// Logging
//$extended_log_description = var_export(imap_errors(), true);
// Remove the lock file
unlink($lock_file_path);
mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Email parser: Failed to connect to IMAP. Details'");
exit("Could not connect to IMAP");
}
// Check for the ITFlow mailbox that we move messages to once processed
$imap_folder = 'ITFlow';
$list = imap_list($imap, "{{$imap_mailbox}}", "*");
if (array_search("{{$imap_mailbox}}$imap_folder", $list) === false) {
imap_createmailbox($imap, imap_utf7_encode("{{$imap_mailbox}}$imap_folder"));
imap_subscribe($imap, imap_utf7_encode("{{$imap_mailbox}}$imap_folder"));
}
// Search for unread ("UNSEEN") emails
$emails = imap_search($imap, 'UNSEEN');
if ($emails) {
// Sort
rsort($emails);
// Loop through each email
foreach ($emails as $email) {
// Default false
$email_processed = false;
// Get details from message and invoke PHP Mime Mail Parser
$msg_to_parse = imap_fetchheader($imap, $email, FT_PREFETCHTEXT) . imap_body($imap, $email, FT_PEEK);
$parser = new PhpMimeMailParser\Parser();
$parser->setText($msg_to_parse);
// Process message attributes
$from_array = $parser->getAddresses('from')[0];
$from_name = trim(mysqli_real_escape_string($mysqli, nullable_htmlentities(strip_tags($from_array['display']))));
// Handle blank 'From' emails
$from_email = "itflow-guest@example.com";
if (filter_var($from_array['address'], FILTER_VALIDATE_EMAIL)) {
$from_email = trim(mysqli_real_escape_string($mysqli, nullable_htmlentities(strip_tags($from_array['address']))));
}
$from_domain = explode("@", $from_array['address']);
$from_domain = trim(mysqli_real_escape_string($mysqli, nullable_htmlentities(strip_tags(end($from_domain))))); // Use the final element in the array (as technically legal to have multiple @'s)
$subject = sanitizeInput($parser->getHeader('subject'));
$date = trim(mysqli_real_escape_string($mysqli, nullable_htmlentities(strip_tags($parser->getHeader('date')))));
$attachments = $parser->getAttachments();
// Get the message content
// (first try HTML parsing, but switch to plain text if the email is empty/plain-text only)
// $message = $parser->getMessageBody('htmlEmbedded');
// if (empty($message)) {
// echo "DEBUG: Switching to plain text parsing for this message ($subject)";
// $message = $parser->getMessageBody('text');
// }
// TODO: Default to getting HTML and fallback to plaintext, but HTML emails seem to break the forward/agent notifications
$message = $parser->getMessageBody('text');
// Check if we can identify a ticket number (in square brackets)
if (preg_match("/\[$config_ticket_prefix\d+\]/", $subject, $ticket_number)) {
// Looks like there's a ticket number in the subject line (e.g. [TCK-091]
// Process as a ticket reply
// Get the actual ticket number (without the brackets)
preg_match('/\d+/', $ticket_number[0], $ticket_number);
$ticket_number = intval($ticket_number[0]);
if (addReply($from_email, $date, $subject, $ticket_number, $message, $attachments)) {
$email_processed = true;
}
} else {
// Couldn't match this email to an existing ticket
// Check if we can match the sender to a pre-existing contact
$any_contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from_email' LIMIT 1");
$row = mysqli_fetch_array($any_contact_sql);
if ($row) {
// Sender exists as a contact
$contact_name = $row['contact_name'];
$contact_id = intval($row['contact_id']);
$contact_email = $row['contact_email'];
$client_id = intval($row['contact_client_id']);
if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments)) {
$email_processed = true;
}
} else {
// 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 domains WHERE domain_name = '$from_domain' LIMIT 1"));
if ($row && $from_domain == $row['domain_name']) {
// We found a match - create a contact under this client and raise a ticket for them
// Client details
$client_id = intval($row['domain_client_id']);
// Contact details
$password = password_hash(randomString(), PASSWORD_DEFAULT);
$contact_name = $from_name;
$contact_email = $from_email;
mysqli_query($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");
$contact_id = mysqli_insert_id($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 = $client_id");
if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments)) {
$email_processed = true;
}
} else {
// Couldn't match this email to an existing ticket, existing contact or an existing client via the "from" domain
// In the future we might make a page where these can be nicely viewed / managed, but for now we'll just flag them in the Inbox as needing attention
}
}
}
// Deal with the message (move it if processed, flag it if not)
if ($email_processed) {
imap_setflag_full($imap, $email, "\\Seen");
imap_mail_move($imap, $email, $imap_folder);
} else {
echo "Failed to process email - flagging for manual review.";
imap_setflag_full($imap, $email, "\\Flagged");
}
}
}
imap_expunge($imap);
imap_close($imap);
// Remove the lock file
unlink($lock_file_path);
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