vendor/uvdesk/mailbox-component/Services/MailboxService.php line 36

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  1. <?php
  3. namespace Webkul\UVDesk\MailboxBundle\Services;
  5. use Symfony\Component\Yaml\Yaml;
  6. use Doctrine\ORM\EntityManagerInterface;
  7. use PhpMimeMailParser\Parser as EmailParser;
  8. use Symfony\Component\HttpFoundation\RequestStack;
  9. use Symfony\Component\DependencyInjection\ContainerInterface;
  10. use Webkul\UVDesk\MailboxBundle\Utils\IMAP;
  11. use Webkul\UVDesk\MailboxBundle\Utils\SMTP;
  12. use Webkul\UVDesk\CoreFrameworkBundle\Entity\User;
  13. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Ticket;
  14. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Thread;
  15. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Website;
  16. use Webkul\UVDesk\MailboxBundle\Utils\Mailbox\Mailbox;
  17. use Webkul\UVDesk\CoreFrameworkBundle\Utils\HTMLFilter;
  18. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportRole;
  19. use Webkul\UVDesk\MailboxBundle\Utils\MailboxConfiguration;
  20. use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
  21. use Webkul\UVDesk\CoreFrameworkBundle\SwiftMailer\SwiftMailer as SwiftMailerService;
  23. // Charset Korrektor
  24. use App\Util\MailCharset;
  26. class MailboxService
  27. {
  28. const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
  30. private $parser;
  31. private $container;
  32. private $requestStack;
  33. private $entityManager;
  34. private $mailboxCollection = [];
  36. public function __construct(ContainerInterface $container, RequestStack $requestStack, EntityManagerInterface $entityManager, SwiftMailerService $swiftMailer)
  37. {
  38. $this->container = $container;
  39. $this->requestStack = $requestStack;
  40. $this->entityManager = $entityManager;
  41. $this->swiftMailer = $swiftMailer;
  42. }
  44. public function getPathToConfigurationFile()
  45. {
  46. return $this->container->get('kernel')->getProjectDir() . self::PATH_TO_CONFIG;
  47. }
  49. public function createConfiguration($params)
  50. {
  51. $configuration = new MailboxConfigurations\MailboxConfiguration($params);
  53. return $configuration ?? null;
  54. }
  56. public function parseMailboxConfigurations(bool $ignoreInvalidAttributes = false)
  57. {
  58. $path = $this->getPathToConfigurationFile();
  60. if (! file_exists($path)) {
  61. throw new \Exception("File '$path' not found.");
  62. }
  64. // Read configurations from package config.
  65. $mailboxConfiguration = new MailboxConfiguration();
  67. foreach (Yaml::parse(file_get_contents($path))['uvdesk_mailbox']['mailboxes'] ?? [] as $id => $params) {
  68. // Swiftmailer Configuration
  70. $swiftMailerConfigurations = $this->swiftMailer->parseSwiftMailerConfigurations() ?? null;
  72. if (isset($params['smtp_swift_mailer_server'])) {
  73. foreach ($swiftMailerConfigurations as $configuration) {
  74. if ($configuration->getId() == $params['smtp_swift_mailer_server']['mailer_id']) {
  75. $swiftMailerConfiguration = $configuration;
  76. break;
  77. }
  78. }
  79. }
  81. // IMAP Configuration
  82. $imapConfiguration = null;
  84. if (! empty($params['imap_server'])) {
  85. $imapConfiguration = IMAP\Configuration::guessTransportDefinition($params['imap_server']);
  87. if ($imapConfiguration instanceof IMAP\Transport\AppTransportConfigurationInterface) {
  88. $imapConfiguration
  89. ->setClient($params['imap_server']['client'])
  90. ->setUsername($params['imap_server']['username'])
  91. ;
  92. } else if ($imapConfiguration instanceof IMAP\Transport\SimpleTransportConfigurationInterface) {
  93. $imapConfiguration
  94. ->setUsername($params['imap_server']['username'])
  95. ;
  96. } else {
  97. $imapConfiguration
  98. ->setUsername($params['imap_server']['username'])
  99. ->setPassword($params['imap_server']['password'])
  100. ;
  101. }
  102. }
  104. // SMTP Configuration
  105. $smtpConfiguration = null;
  107. if (
  108. ! empty($params['smtp_server'])
  109. && !isset($params['smtp_server']['mailer_id'])
  110. ) {
  111. $smtpConfiguration = SMTP\Configuration::guessTransportDefinition($params['smtp_server']);
  113. if ($smtpConfiguration instanceof SMTP\Transport\AppTransportConfigurationInterface) {
  114. $smtpConfiguration
  115. ->setClient($params['smtp_server']['client'])
  116. ->setUsername($params['smtp_server']['username'])
  117. ;
  118. } else if ($smtpConfiguration instanceof SMTP\Transport\ResolvedTransportConfigurationInterface) {
  119. $smtpConfiguration
  120. ->setUsername($params['smtp_server']['username'])
  121. ->setPassword($params['smtp_server']['password'])
  122. ;
  123. } else {
  124. $smtpConfiguration
  125. ->setHost($params['smtp_server']['host'])
  126. ->setPort($params['smtp_server']['port'])
  127. ->setUsername($params['smtp_server']['username'])
  128. ->setPassword($params['smtp_server']['password'])
  129. ;
  131. if (! empty($params['smtp_server']['sender_address'])) {
  132. $smtpConfiguration
  133. ->setSenderAddress($params['smtp_server']['sender_address'])
  134. ;
  135. }
  136. }
  137. }
  139. // Mailbox Configuration
  140. ($mailbox = new Mailbox($id))
  141. ->setName($params['name'])
  142. ->setIsEnabled($params['enabled']);
  144. if (! empty($imapConfiguration)) {
  145. $mailbox
  146. ->setImapConfiguration($imapConfiguration)
  147. ;
  148. }
  150. if (! empty($smtpConfiguration)) {
  151. $mailbox
  152. ->setSmtpConfiguration($smtpConfiguration)
  153. ;
  154. }
  156. if (! empty($swiftMailerConfiguration)) {
  157. $mailbox->setSwiftMailerConfiguration($swiftMailerConfiguration);
  158. } else if (! empty($params['smtp_server']['mailer_id']) && true === $ignoreInvalidAttributes) {
  159. $mailbox->setSwiftMailerConfiguration($swiftmailerService->createConfiguration('smtp', $params['smtp_server']['mailer_id']));
  160. }
  162. $mailboxConfiguration->addMailbox($mailbox);
  163. }
  165. return $mailboxConfiguration;
  166. }
  168. private function getParser()
  169. {
  170. if (empty($this->parser)) {
  171. $this->parser = new EmailParser();
  172. }
  174. return $this->parser;
  175. }
  177. private function getLoadedEmailContentParser($emailContents = null, $cacheContent = true): ?EmailParser
  178. {
  179. if (empty($emailContents)) {
  180. return $this->emailParser ?? null;
  181. }
  183. $emailParser = new EmailParser();
  184. $emailParser
  185. ->setText($emailContents)
  186. ;
  188. if ($cacheContent) {
  189. $this->emailParser = $emailParser;
  190. }
  192. return $emailParser;
  193. }
  195. private function getRegisteredMailboxes()
  196. {
  197. if (empty($this->mailboxCollection)) {
  198. $this->mailboxCollection = array_map(function ($mailboxId) {
  199. return $this->container->getParameter("uvdesk.mailboxes.$mailboxId");
  200. }, $this->container->getParameter('uvdesk.mailboxes'));
  201. }
  203. return $this->mailboxCollection;
  204. }
  206. public function getRegisteredMailboxesById()
  207. {
  208. // Fetch existing content in file
  209. $filePath = $this->getPathToConfigurationFile();
  210. $file_content = file_get_contents($filePath);
  212. // Convert yaml file content into array and merge existing mailbox and new mailbox
  213. $file_content_array = Yaml::parse($file_content, 6);
  215. if ($file_content_array['uvdesk_mailbox']['mailboxes']) {
  216. foreach ($file_content_array['uvdesk_mailbox']['mailboxes'] as $key => $value) {
  217. $value['mailbox_id'] = $key;
  218. $mailboxCollection[] = $value;
  219. }
  220. }
  222. return $mailboxCollection ?? [];
  223. }
  225. public function getEmailAddresses($collection)
  226. {
  227. $formattedCollection = array_map(function ($emailAddress) {
  228. if (filter_var($emailAddress['address'], FILTER_VALIDATE_EMAIL)) {
  229. return $emailAddress['address'];
  230. }
  232. return null;
  233. }, (array) $collection);
  235. $filteredCollection = array_values(array_filter($formattedCollection));
  237. return count($filteredCollection) == 1 ? $filteredCollection[0] : $filteredCollection;
  238. }
  240. public function parseAddress($type)
  241. {
  242. $addresses = mailparse_rfc822_parse_addresses($this->getParser()->getHeader($type));
  244. return $addresses ?: false;
  245. }
  247. public function getEmailAddress($addresses)
  248. {
  249. foreach ((array) $addresses as $address) {
  250. if (filter_var($address['address'], FILTER_VALIDATE_EMAIL)) {
  251. return $address['address'];
  252. }
  253. }
  255. return null;
  256. }
  258. public function getMailboxByEmail($email)
  259. {
  260. foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  261. if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  262. return $registeredMailbox;
  263. }
  264. }
  266. throw new \Exception("No mailbox found for email '$email'");
  267. }
  269. public function getMailboxByToEmail($email)
  270. {
  271. foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  272. if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  273. return true;
  274. }
  275. }
  277. return false;
  278. }
  280. private function searchTicketSubjectReference($senderEmail, $messageSubject) {
  282. // Search Criteria: Find ticket based on subject
  283. if (
  284. ! empty($senderEmail)
  285. && ! empty($messageSubject)
  286. ) {
  287. $threadRepository = $this->entityManager->getRepository(Thread::class);
  288. $ticket = $threadRepository->findTicketBySubject($senderEmail, $messageSubject);
  290. if ($ticket != null) {
  291. return $ticket;
  292. }
  293. }
  295. return null;
  296. }
  298. private function searchExistingTickets(array $criterias = [])
  299. {
  300. if (empty($criterias)) {
  301. return null;
  302. }
  304. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  305. $threadRepository = $this->entityManager->getRepository(Thread::class);
  307. foreach ($criterias as $criteria => $criteriaValue) {
  308. if (empty($criteriaValue)) {
  309. continue;
  310. }
  312. switch ($criteria) {
  313. case 'messageId':
  314. // Search Criteria 1: Find ticket by unique message id
  315. $ticket = $ticketRepository->findOneByReferenceIds($criteriaValue);
  317. if (! empty($ticket)) {
  318. return $ticket;
  319. } else {
  320. $thread = $threadRepository->findOneByMessageId($criteriaValue);
  322. if (! empty($thread)) {
  323. return $thread->getTicket();
  324. }
  325. }
  327. break;
  328. case 'outlookConversationId':
  329. // Search Criteria 1: Find ticket by unique message id
  330. $ticket = $ticketRepository->findOneByOutlookConversationId($criteriaValue);
  332. if (! empty($ticket)) {
  333. return $ticket;
  334. }
  336. break;
  337. case 'inReplyTo':
  338. // Search Criteria 2: Find ticket based on in-reply-to reference id
  339. $ticket = $this->entityManager->getRepository(Thread::class)->findThreadByRefrenceId($criteriaValue);
  341. if (! empty($ticket)) {
  342. return $ticket;
  343. } else {
  344. $thread = $threadRepository->findOneByMessageId($criteriaValue);
  346. if (! empty($thread)) {
  347. return $thread->getTicket();
  348. }
  349. }
  350. break;
  351. case 'referenceIds':
  352. // Search Criteria 3: Find ticket based on reference id
  353. // Break references into ind. message id collection, and iteratively
  354. // search for existing threads for these message ids.
  355. $referenceIds = explode(' ', $criteriaValue);
  357. foreach ($referenceIds as $messageId) {
  358. $thread = $threadRepository->findOneByMessageId($messageId);
  360. if (! empty($thread)) {
  361. return $thread->getTicket();
  362. }
  363. }
  364. break;
  365. default:
  366. break;
  367. }
  368. }
  370. return null;
  371. }
  373. function addReplyQuoteClassUtf8Safe(string $html): string {
  374. // ganz simpel: nur <blockquote> um eine Klasse ergänzen, kein DOMCrawler
  375. $out = preg_replace('/<blockquote(?![^>]*\bclass=)/i', '<blockquote class="email-reply-quote"', $html);
  376. return $out ?? $html;
  377. }
  379. public function processMail($rawEmail)
  380. {
  381. $mailData = [];
  382. $parser = $this->getParser();
  383. $parser->setText($rawEmail);
  385. $from = $this->parseAddress('from') ?: $this->parseAddress('sender');
  386. $addresses = [
  387. 'from' => $this->getEmailAddress($from),
  388. 'to' => empty($this->parseAddress('X-Forwarded-To')) ? $this->parseAddress('to') : $this->parseAddress('X-Forwarded-To'),
  389. 'cc' => $this->parseAddress('cc'),
  390. 'delivered-to' => $this->parseAddress('delivered-to'),
  391. ];
  393. if (empty($addresses['from'])) {
  394. return [
  395. 'message' => "No 'from' email address was found while processing contents of email.",
  396. 'content' => [],
  397. ];
  398. } else {
  399. if (! empty($addresses['delivered-to'])) {
  400. $addresses['to'] = array_map(function($address) {
  401. return $address['address'];
  402. }, $addresses['delivered-to']);
  403. } else if (! empty($addresses['to'])) {
  404. $addresses['to'] = array_map(function($address) {
  405. return $address['address'];
  406. }, $addresses['to']);
  407. } else if (! empty($addresses['cc'])) {
  408. $addresses['to'] = array_map(function($address) {
  409. return $address['address'];
  410. }, $addresses['cc']);
  411. }
  413. // Skip email processing if no to-emails are specified
  414. if (empty($addresses['to'])) {
  415. return [
  416. 'message' => "No 'to' email addresses were found in the email.",
  417. 'content' => [
  418. 'from' => ! empty($addresses['from']) ? $addresses['from'] : null,
  419. ],
  420. ];
  421. }
  423. // Skip email processing if email is an auto-forwarded message to prevent infinite loop.
  424. if ($parser->getHeader('precedence') || $parser->getHeader('x-autoreply') || $parser->getHeader('x-autorespond') || 'auto-replied' == $parser->getHeader('auto-submitted')) {
  425. return [
  426. 'message' => "Received an auto-forwarded email which can lead to possible infinite loop of email exchanges. Skipping email from further processing.",
  427. 'content' => [
  428. 'from' => ! empty($addresses['from']) ? $addresses['from'] : null,
  429. ],
  430. ];
  431. }
  433. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  434. try {
  435. $this->getMailboxByEmail($addresses['from']);
  437. return [
  438. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  439. 'content' => [
  440. 'from' => !empty($addresses['from']) ? $addresses['from'] : null,
  441. ],
  442. ];
  443. } catch (\Exception $e) {
  444. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  445. }
  446. }
  448. $mailData['replyTo'] = '';
  450. foreach ($addresses['to'] as $mailboxEmail){
  451. if ($this->getMailboxByToEmail(strtolower($mailboxEmail))) {
  452. $mailData['replyTo'] = $mailboxEmail;
  453. }
  454. }
  456. // Process Mail - References
  457. $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  458. $mailData['replyTo'] = $addresses['to'];
  459. $mailData['messageId'] = $parser->getHeader('message-id') ?: null;
  460. $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  461. $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  462. $mailData['cc'] = array_filter(explode(',', $parser->getHeader('cc'))) ?: [];
  463. $mailData['bcc'] = array_filter(explode(',', $parser->getHeader('bcc'))) ?: [];
  465. // Process Mail - User Details
  466. $mailData['source'] = 'email';
  467. $mailData['createdBy'] = 'customer';
  468. $mailData['role'] = 'ROLE_CUSTOMER';
  469. $mailData['from'] = $addresses['from'];
  470. $mailData['name'] = trim(current(explode('@', $from[0]['display'])));
  472. // Process Mail - Content
  473. try {
  474. $htmlFilter = new HTMLFilter();
  475. $mailData['subject'] = $parser->getHeader('subject');
  476. //$mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('htmlEmbedded')));
  478. $ctHeader = (string) ($parser->getHeader('content-type') ?? '');
  479. $cte = (string) ($parser->getHeader('content-transfer-encoding') ?? '');
  480. $charset = null;
  481. if (preg_match('/charset="?([^";\s]+)"?/i', $ctHeader, $m)) $charset = $m[1];
  483. $rawHtml = (string) $parser->getMessageBody('htmlEmbedded');
  484. $rawTxt = (string) $parser->getMessageBody('text');
  486. $chosen = $rawHtml !== '' ? $rawHtml : nl2br($rawTxt);
  487. //echo "Before:".$chosen."\n------------------------\n";
  488. $chosen = MailCharset::normalizeToUtf8($chosen, $charset, $cte);
  489. //echo "After:".$chosen."\n------------------------\n";
  491. //$mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($chosen));
  492. $mailData['message'] = autolink($this->addReplyQuoteClassUtf8Safe($chosen));
  495. //echo "Final:".$mailData['message']."\n------------------------\n";
  497. $mailData['attachments'] = $parser->getAttachments();
  498. } catch(\Exception $e) {
  499. return [
  500. 'error' => true,
  501. 'message' => $e->getMessage(),
  502. ];
  503. }
  505. if (! $mailData['message']) {
  506. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('text')));
  507. }
  509. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  511. if (! empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  512. return [
  513. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  514. 'content' => [
  515. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  516. ],
  517. ];
  518. }
  520. // Search for any existing tickets
  521. $ticket = $this->searchExistingTickets([
  522. 'messageId' => $mailData['messageId'],
  523. 'inReplyTo' => $mailData['inReplyTo'],
  524. 'referenceIds' => $mailData['referenceIds'],
  525. 'from' => $mailData['from'],
  526. 'subject' => $mailData['subject'],
  527. ]);
  530. if (empty($ticket)) {
  531. $mailData['threadType'] = 'create';
  532. $mailData['referenceIds'] = $mailData['messageId'];
  534. // @Todo For same subject with same customer check
  535. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  537. // if (!empty($ticketSubjectReferenceExist)) {
  538. // return;
  539. // }
  541. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  543. if (is_string($thread)) {
  544. return [
  545. 'message' => "Mail cannot be processed because it was not addressed to service Mailbox.",
  546. 'content' => [
  547. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  548. 'msg' => $thread
  549. ],
  550. ];
  551. } else {
  552. // Trigger ticket created event
  553. $event = new CoreWorkflowEvents\Ticket\Create();
  554. $event->setTicket($thread->getTicket());
  555. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  556. }
  558. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  559. $mailData['threadType'] = 'reply';
  560. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  561. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  562. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  564. if (!empty($thread)) {
  565. // Thread with the same message id exists skip process.
  566. return [
  567. 'message' => "The contents of this email has already been processed.",
  568. 'content' => [
  569. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  570. 'thread' => $thread->getId(),
  571. 'ticket' => $ticket->getId(),
  572. ],
  573. ];
  574. }
  576. if (in_array($mailData['messageId'], $referenceIds)) {
  577. // Thread with the same message id exists skip process.
  578. return [
  579. 'message' => "The contents of this email has already been processed.",
  580. 'content' => [
  581. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  582. ],
  583. ];
  584. }
  586. if (
  587. $ticket->getCustomer()
  588. && $ticket->getCustomer()->getEmail() == $mailData['from']
  589. ) {
  590. // Reply from customer
  591. $user = $ticket->getCustomer();
  593. $mailData['user'] = $user;
  594. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  595. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  596. // Reply from collaborator
  597. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  599. $mailData['user'] = $user;
  600. $mailData['createdBy'] = 'collaborator';
  601. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  602. } else {
  603. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  605. if (
  606. ! empty($user)
  607. && null != $user->getAgentInstance()
  608. ) {
  609. $mailData['user'] = $user;
  610. $mailData['createdBy'] = 'agent';
  611. $userDetails = $user->getAgentInstance()->getPartialDetails();
  612. } else {
  613. // Add user as a ticket collaborator
  614. if (empty($user)) {
  615. // Create a new user instance with customer support role
  616. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  618. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  619. 'source' => 'email',
  620. 'active' => true
  621. ]);
  622. }
  624. $mailData['user'] = $user;
  625. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  627. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  628. $ticket->addCollaborator($user);
  630. $this->entityManager->persist($ticket);
  631. $this->entityManager->flush();
  633. $ticket->lastCollaborator = $user;
  635. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  636. $event
  637. ->setTicket($ticket)
  638. ;
  640. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  641. }
  642. }
  643. }
  645. $mailData['fullname'] = $userDetails['name'];
  647. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  649. if ($thread->getThreadType() == 'reply') {
  650. if ($thread->getCreatedBy() == 'customer') {
  651. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  652. $event
  653. ->setTicket($ticket)
  654. ;
  655. } else if ($thread->getCreatedBy() == 'collaborator') {
  656. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  657. $event
  658. ->setTicket($ticket)
  659. ;
  660. } else {
  661. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  662. $event
  663. ->setTicket($ticket)
  664. ;
  665. }
  666. }
  668. // Trigger thread reply event
  669. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  670. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  671. return [
  672. 'message' => "The contents of this email has already been processed.",
  673. 'content' => [
  674. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  675. 'thread' => ! empty($thread) ? $thread->getId() : null,
  676. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  677. ],
  678. ];
  679. }
  681. return [
  682. 'message' => "Inbound email processed successfully.",
  683. 'content' => [
  684. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  685. 'thread' => ! empty($thread) ? $thread->getId() : null,
  686. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  687. ],
  688. ];
  689. }
  691. public function processOutlookMail(array $outlookEmail)
  692. {
  693. $mailData = [];
  694. $senderName = null;
  695. $senderAddress = null;
  697. if (! empty($outlookEmail['from']['emailAddress']['address'])) {
  698. $senderName = $outlookEmail['from']['emailAddress']['name'];
  699. $senderAddress = $outlookEmail['from']['emailAddress']['address'];
  700. } else if (! empty($outlookEmail['sender']['emailAddress']['address'])) {
  701. $senderName = $outlookEmail['sender']['emailAddress']['name'];
  702. $senderAddress = $outlookEmail['sender']['emailAddress']['address'];
  703. } else {
  704. return [
  705. 'message' => "No 'from' email address was found while processing contents of email.",
  706. 'content' => [],
  707. ];
  708. }
  710. $toRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['toRecipients']);
  711. $ccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['ccRecipients'] ?? []);
  712. $bccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['bccRecipients'] ?? []);
  714. $addresses = [
  715. 'from' => $senderAddress,
  716. 'to' => $toRecipients,
  717. 'cc' => $ccRecipients,
  718. ];
  720. // Skip email processing if no to-emails are specified
  721. if (empty($addresses['to'])) {
  722. return [
  723. 'message' => "No 'to' email addresses were found in the email.",
  724. 'content' => [
  725. 'from' => $senderAddress ?? null,
  726. ],
  727. ];
  728. }
  730. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  731. try {
  732. $this->getMailboxByEmail($senderAddress);
  734. return [
  735. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  736. 'content' => [
  737. 'from' => $senderAddress ?? null,
  738. ],
  739. ];
  740. } catch (\Exception $e) {
  741. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  742. }
  744. // Process Mail - References
  745. // $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  746. $mailData['replyTo'] = $addresses['to'];
  748. $mailData['messageId'] = $outlookEmail['internetMessageId'];
  749. $mailData['outlookConversationId'] = $outlookEmail['conversationId'];
  750. $mailData['inReplyTo'] = $outlookEmail['conversationId'];
  751. // $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  752. $mailData['referenceIds'] = '';
  753. // $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  754. $mailData['cc'] = $ccRecipients;
  755. $mailData['bcc'] = $bccRecipients;
  757. // Process Mail - User Details
  758. $mailData['source'] = 'email';
  759. $mailData['createdBy'] = 'customer';
  760. $mailData['role'] = 'ROLE_CUSTOMER';
  761. $mailData['from'] = $senderAddress;
  762. $mailData['name'] = trim($senderName);
  764. // Process Mail - Content
  765. $htmlFilter = new HTMLFilter();
  766. $mailData['subject'] = $outlookEmail['subject'];
  767. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($outlookEmail['body']['content']));
  769. $mailData['attachments'] = [];
  770. $mailData['attachmentContent'] = isset($outlookEmail['outlookAttachments']) ? $outlookEmail['outlookAttachments'] : [];
  772. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  774. if (
  775. ! empty($mailData['from'])
  776. && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)
  777. ) {
  778. return [
  779. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  780. 'content' => [
  781. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  782. ],
  783. ];
  784. }
  786. // return [
  787. // 'outlookConversationId' => $mailData['outlookConversationId'],
  788. // 'message' => "No 'to' email addresses were found in the email.",
  789. // 'content' => [
  790. // 'outlookConversationId' => $mailData['outlookConversationId'],
  791. // ],
  792. // ];
  794. // Search for any existing tickets
  795. $ticket = $this->searchExistingTickets([
  796. 'messageId' => $mailData['messageId'],
  797. 'inReplyTo' => $mailData['inReplyTo'],
  798. 'referenceIds' => $mailData['referenceIds'],
  799. 'from' => $mailData['from'],
  800. 'subject' => $mailData['subject'],
  801. 'outlookConversationId' => $mailData['outlookConversationId'],
  802. ]);
  804. if (empty($ticket)) {
  805. $mailData['threadType'] = 'create';
  806. $mailData['referenceIds'] = $mailData['messageId'];
  808. // @Todo For same subject with same customer check
  809. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  811. // if(!empty($ticketSubjectReferenceExist)) {
  812. // return;
  813. // }
  815. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  817. // Trigger ticket created event
  818. $event = new CoreWorkflowEvents\Ticket\Create();
  819. $event
  820. ->setTicket($thread->getTicket())
  821. ;
  823. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  824. } else if (
  825. false === $ticket->getIsTrashed()
  826. && strtolower($ticket->getStatus()->getCode()) != 'spam'
  827. && ! empty($mailData['inReplyTo'])
  828. ) {
  829. $mailData['threadType'] = 'reply';
  830. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  831. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  832. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  834. if (! empty($thread)) {
  835. // Thread with the same message id exists skip process.
  836. return [
  837. 'message' => "The contents of this email has already been processed 1.",
  838. 'content' => [
  839. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  840. 'thread' => $thread->getId(),
  841. 'ticket' => $ticket->getId(),
  842. ],
  843. ];
  844. }
  846. if (in_array($mailData['messageId'], $referenceIds)) {
  847. // Thread with the same message id exists skip process.
  848. return [
  849. 'message' => "The contents of this email has already been processed 2.",
  850. 'content' => [
  851. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  852. ],
  853. ];
  854. }
  856. if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  857. // Reply from customer
  858. $user = $ticket->getCustomer();
  860. $mailData['user'] = $user;
  861. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  862. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  863. // Reply from collaborator
  864. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  866. $mailData['user'] = $user;
  867. $mailData['createdBy'] = 'collaborator';
  868. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  869. } else {
  870. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  871. if (! empty($user) && null != $user->getAgentInstance()) {
  872. $mailData['user'] = $user;
  873. $mailData['createdBy'] = 'agent';
  874. $userDetails = $user->getAgentInstance()->getPartialDetails();
  875. } else {
  876. // Add user as a ticket collaborator
  877. if (empty($user)) {
  878. // Create a new user instance with customer support role
  879. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  881. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  882. 'source' => 'email',
  883. 'active' => true
  884. ]);
  885. }
  887. $mailData['user'] = $user;
  888. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  890. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  891. $ticket->addCollaborator($user);
  893. $this->entityManager->persist($ticket);
  894. $this->entityManager->flush();
  896. $ticket->lastCollaborator = $user;
  898. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  899. $event
  900. ->setTicket($ticket)
  901. ;
  903. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  904. }
  905. }
  906. }
  908. $mailData['fullname'] = $userDetails['name'];
  910. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  912. if ($thread->getThreadType() == 'reply') {
  913. if ($thread->getCreatedBy() == 'customer') {
  914. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  915. $event
  916. ->setTicket($ticket)
  917. ;
  918. } else if ($thread->getCreatedBy() == 'collaborator') {
  919. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  920. $event
  921. ->setTicket($ticket)
  922. ;
  923. } else {
  924. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  925. $event
  926. ->setTicket($ticket)
  927. ;
  928. }
  929. }
  931. // Trigger thread reply event
  932. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  933. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  934. return [
  935. 'message' => "The contents of this email has already been processed 3.",
  936. 'content' => [
  937. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  938. 'thread' => ! empty($thread) ? $thread->getId() : null,
  939. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  940. ],
  941. ];
  942. }
  944. return [
  945. 'message' => "Inbound email processed successfully.",
  946. 'content' => [
  947. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  948. 'thread' => ! empty($thread) ? $thread->getId() : null,
  949. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  950. ],
  951. ];
  952. }
  953. }