mirror of https://github.com/itflow-org/itflow
541 lines
25 KiB
PHP
541 lines
25 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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- Process unregistered contacts/clients into an inbox to allow a ticket to be created/ignored
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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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// Set working directory to the directory this cron script lives at.
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chdir(dirname(__FILE__));
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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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$config_ticket_prefix = sanitizeInput($config_ticket_prefix);
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$config_ticket_from_name = sanitizeInput($config_ticket_from_name);
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// Get company name & phone & timezone
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$sql = mysqli_query($mysqli, "SELECT * FROM companies, settings WHERE companies.company_id = settings.company_id AND companies.company_id = 1");
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$row = mysqli_fetch_array($sql);
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$company_name = sanitizeInput($row['company_name']);
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$company_phone = sanitizeInput(formatPhoneNumber($row['company_phone']));
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$config_timezone = sanitizeInput($row['config_timezone']);
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// Set Timezone
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date_default_timezone_set($config_timezone);
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// Check setting enabled
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if ($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://docs.itflow.org/ticket_email_parse -- Quitting..");
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}
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$argv = $_SERVER['argv'];
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// Check Cron Key
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if ( $argv[1] !== $config_cron_key ) {
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exit("Cron Key invalid -- Quitting..");
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}
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// Check IMAP extension works/installed
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if (!function_exists('imap_open')) {
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exit("Email Parser: PHP IMAP extension is not installed. See https://docs.itflow.org/ticket_email_parse -- Quitting..");
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}
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// Check mailparse extension works/installed
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if (!function_exists('mailparse_msg_parse_file')) {
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exit("Email Parser: PHP mailparse extension is not installed. See https://docs.itflow.org/ticket_email_parse -- Quitting..");
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}
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// Get system temp directory
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$temp_dir = sys_get_temp_dir();
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// Create the path for the lock file using the temp directory
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$lock_file_path = "{$temp_dir}/itflow_email_parser_{$installation_id}.lock";
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// Check for lock file to prevent concurrent script runs
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if (file_exists($lock_file_path)) {
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$file_age = time() - filemtime($lock_file_path);
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// If file is older than 3 minutes (180 seconds), delete and continue
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if ($file_age > 300) {
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unlink($lock_file_path);
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron-Email-Parser', log_action = 'Delete', log_description = 'Cron Email Parser detected a lock file was present but was over 10 minutes old so it removed it'");
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} else {
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mysqli_query($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.'");
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exit("Script is already running. Exiting.");
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}
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}
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// Create a lock file
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file_put_contents($lock_file_path, "Locked");
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// PHP Mail Parser
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use PhpMimeMailParser\Parser;
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require_once "plugins/php-mime-mail-parser/src/Contracts/CharsetManager.php";
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require_once "plugins/php-mime-mail-parser/src/Contracts/Middleware.php";
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require_once "plugins/php-mime-mail-parser/src/Attachment.php";
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require_once "plugins/php-mime-mail-parser/src/Charset.php";
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require_once "plugins/php-mime-mail-parser/src/Exception.php";
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require_once "plugins/php-mime-mail-parser/src/Middleware.php";
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require_once "plugins/php-mime-mail-parser/src/MiddlewareStack.php";
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require_once "plugins/php-mime-mail-parser/src/MimePart.php";
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require_once "plugins/php-mime-mail-parser/src/Parser.php";
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// Allowed attachment extensions
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$allowed_extensions = array('jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', 'md', 'doc', 'docx', 'csv', 'xls', 'xlsx', 'xlsm', 'zip', 'tar', 'gz');
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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, $attachments) {
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// Access global variables
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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, $allowed_extensions;
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// Get the next Ticket Number and add 1 for the new ticket number
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$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_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 = 'New', 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 = $client_id");
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// Process attachments (after ticket is logged as created)
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mkdirMissing('uploads/tickets/');
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foreach ($attachments as $attachment) {
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// Get name and extension
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$att_name = $attachment->getFileName();
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$att_extarr = explode('.', $att_name);
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$att_extension = strtolower(end($att_extarr));
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// Check the extension is allowed
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if (in_array($att_extension, $allowed_extensions)) {
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// Setup directory for this ticket ID
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$att_dir = "uploads/tickets/" . $id . "/";
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mkdirMissing($att_dir);
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// Save attachment with a random name
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$att_saved_path = $attachment->save($att_dir, Parser::ATTACHMENT_RANDOM_FILENAME);
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// Access the random name to add into the database (this won't work on Windows)
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$att_tmparr = explode($att_dir, $att_saved_path);
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$ticket_attachment_name = sanitizeInput($att_name);
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$ticket_attachment_reference_name = sanitizeInput(end($att_tmparr));
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mysqli_query($mysqli, "INSERT INTO ticket_attachments SET ticket_attachment_name = '$ticket_attachment_name', ticket_attachment_reference_name = '$ticket_attachment_reference_name', ticket_attachment_ticket_id = $id");
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} else {
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$ticket_attachment_name = sanitizeInput($att_name);
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mysqli_query($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 = $client_id");
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}
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}
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$data = [];
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// E-mail client notification that ticket has been created
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if ($config_ticket_client_general_notifications == 1) {
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$subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
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$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: $subject<br>Status: New<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$data[] = [
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $contact_email,
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'recipient_name' => $contact_name,
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'subject' => $subject_email,
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'body' => $body
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];
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}
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// Notify agent DL of the new ticket, if populated with a valid email
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if ($config_ticket_new_ticket_notification_email) {
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// Get client info
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$client_sql = mysqli_query($mysqli, "SELECT client_name FROM clients WHERE client_id = $client_id");
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$client_row = mysqli_fetch_array($client_sql);
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$client_name = sanitizeInput($client_row['client_name']);
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$email_subject = "$config_app_name - New Ticket - $client_name: $subject";
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$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>$details";
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$data[] = [
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $config_ticket_new_ticket_notification_email,
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'recipient_name' => $config_ticket_from_name,
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'subject' => $email_subject,
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'body' => $email_body
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];
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}
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addToMailQueue($mysqli, $data);
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return true;
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}
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// End Add Ticket Function
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// Add Reply Function
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function addReply($from_email, $date, $subject, $ticket_number, $message, $attachments) {
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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_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, $allowed_extensions;
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// Set default reply type
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$ticket_reply_type = 'Client';
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// Capture just the latest/most recent email reply content
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// based off the "##- Please type your reply above this line -##" line that we prepend the outgoing emails with
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$message = explode("##- Please type your reply above this line -##", $message);
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$message = nl2br($message[0]);
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$message = mysqli_escape_string($mysqli, "<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, client_name
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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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LEFT JOIN clients on tickets.ticket_client_id = clients.client_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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$ticket_subject = sanitizeInput($row['ticket_subject']);
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$ticket_status = sanitizeInput($row['ticket_status']);
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$ticket_reply_contact = intval($row['ticket_contact_id']);
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$ticket_contact_email = sanitizeInput($row['contact_email']);
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$client_id = intval($row['ticket_client_id']);
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$client_name = sanitizeInput($row['client_name']);
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// Check ticket isn't closed - tickets can't be re-opened
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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 $ticket_id) - check inbox manually to see email', notification_action = 'ticket.php?ticket_id=$ticket_id', notification_client_id = $client_id");
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$email_subject = "Action required: This ticket is already closed";
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$email_body = "Hi there, <br><br>You\'ve tried to reply to a ticket that is closed - we won\'t see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
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$data = [
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[
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $from_email,
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'recipient_name' => $from_email,
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'subject' => $email_subject,
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'body' => $email_body
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]
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];
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addToMailQueue($mysqli, $data);
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return true;
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}
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// Check WHO replied (was it the owner of the ticket or someone else on CC?)
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if (empty($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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// Add the comment
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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_by = $ticket_reply_contact, ticket_reply_ticket_id = $ticket_id");
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$reply_id = mysqli_insert_id($mysqli);
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// Process attachments
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mkdirMissing('uploads/tickets/');
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foreach ($attachments as $attachment) {
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// Get name and extension
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$att_name = $attachment->getFileName();
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$att_extarr = explode('.', $att_name);
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$att_extension = strtolower(end($att_extarr));
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// Check the extension is allowed
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if (in_array($att_extension, $allowed_extensions)) {
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// Setup directory for this ticket ID
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$att_dir = "uploads/tickets/" . $ticket_id . "/";
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mkdirMissing($att_dir);
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// Save attachment with a random name
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$att_saved_path = $attachment->save($att_dir, Parser::ATTACHMENT_RANDOM_FILENAME);
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// Access the random name to add into the database (this won't work on Windows)
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$att_tmparr = explode($att_dir, $att_saved_path);
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$ticket_attachment_name = sanitizeInput($att_name);
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$ticket_attachment_reference_name = sanitizeInput(end($att_tmparr));
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mysqli_query($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 = $ticket_id");
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} else {
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$ticket_attachment_name = sanitizeInput($att_name);
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mysqli_query($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 = $client_id");
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}
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}
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// E-mail techs assigned to the ticket to notify them of the reply
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$ticket_assigned_to = mysqli_query($mysqli, "SELECT ticket_assigned_to FROM tickets WHERE ticket_id = $ticket_id LIMIT 1");
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if ($ticket_assigned_to) {
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$row = mysqli_fetch_array($ticket_assigned_to);
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$ticket_assigned_to = intval($row['ticket_assigned_to']);
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if ($ticket_assigned_to) {
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// Get tech details
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$tech_sql = mysqli_query($mysqli, "SELECT user_email, user_name FROM users WHERE user_id = $ticket_assigned_to LIMIT 1");
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$tech_row = mysqli_fetch_array($tech_sql);
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$tech_email = sanitizeInput($tech_row['user_email']);
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$tech_name = sanitizeInput($tech_row['user_name']);
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$email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
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$email_body = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
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$data = [
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[
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'from' => $config_ticket_from_email,
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'from_name' => $config_ticket_from_name,
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'recipient' => $tech_email,
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'recipient_name' => $tech_name,
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'subject' => $email_subject,
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'body' => $email_body
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]
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];
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addToMailQueue($mysqli, $data);
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}
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}
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// Update Ticket Last Response Field & set ticket to open as client has replied
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mysqli_query($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 = $client_id");
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return true;
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} else {
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// Invalid ticket number
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return false;
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}
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}
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// END ADD REPLY FUNCTION -------------------------------------------------
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// Prepare connection string with encryption (TLS/SSL/<blank>)
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$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_imap_username, $config_imap_password);
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// Check connection
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if (!$imap) {
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// Logging
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//$extended_log_description = var_export(imap_errors(), true);
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// Remove the lock file
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unlink($lock_file_path);
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mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Mail', log_action = 'Error', log_description = 'Email parser: Failed to connect to IMAP. Details'");
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exit("Could not connect to IMAP");
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}
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// Check for the ITFlow mailbox that we move messages to once processed
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$imap_folder = 'ITFlow';
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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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imap_subscribe($imap, imap_utf7_encode("{{$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, $email, FT_PEEK);
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$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 = sanitizeInput($from_array['display']);
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// Handle blank 'From' emails
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$from_email = "itflow-guest@example.com";
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if (filter_var($from_array['address'], FILTER_VALIDATE_EMAIL)) {
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$from_email = sanitizeInput($from_array['address']);
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}
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$from_domain = explode("@", $from_array['address']);
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$from_domain = sanitizeInput(end($from_domain));
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$subject = sanitizeInput($parser->getHeader('subject'));
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$date = sanitizeInput($parser->getHeader('date'));
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$attachments = $parser->getAttachments();
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// Get the message content
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// (first try HTML parsing, but switch to plain text if the email is empty/plain-text only)
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// $message = $parser->getMessageBody('htmlEmbedded');
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// if (empty($message)) {
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// echo "DEBUG: Switching to plain text parsing for this message ($subject)";
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// $message = $parser->getMessageBody('text');
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// }
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// TODO: Default to getting HTML and fallback to plaintext, but HTML emails seem to break the forward/agent notifications
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$message = $parser->getMessageBody('text');
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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]
|
|
// Process as a ticket reply
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|
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// Get the actual ticket number (without the brackets)
|
|
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, $attachments)) {
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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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|
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if ($row) {
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// Sender exists as a contact
|
|
$contact_name = sanitizeInput($row['contact_name']);
|
|
$contact_id = intval($row['contact_id']);
|
|
$contact_email = sanitizeInput($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, $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; // This was already Sanitized above
|
|
$contact_email = $from_email; // This was already Sanitized above
|
|
mysqli_query($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, $imap_folder);
|
|
} else {
|
|
// Basically just flags all emails keep them unread and it doesnt move closed tickets
|
|
echo "Failed to process email - flagging for manual review.";
|
|
imap_setflag_full($imap, $email, "\\Flagged");
|
|
}
|
|
|
|
}
|
|
|
|
}
|
|
|
|
imap_expunge($imap);
|
|
imap_close($imap);
|
|
|
|
// Remove the lock file
|
|
unlink($lock_file_path);
|