vendor/uvdesk/mailbox-component/Services/MailboxService.php line 38

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  1. <?php
  3. namespace Webkul\UVDesk\MailboxBundle\Services;
  5. use PhpMimeMailParser\Parser as EmailParser;
  6. use Symfony\Component\Yaml\Yaml;
  7. use Doctrine\ORM\EntityManagerInterface;
  8. use Symfony\Component\HttpFoundation\Request;
  9. use Symfony\Component\HttpFoundation\Response;
  10. use Symfony\Component\HttpFoundation\RequestStack;
  11. use Webkul\UVDesk\CoreFrameworkBundle\Entity\User;
  12. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Ticket;
  13. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Thread;
  14. use Webkul\UVDesk\CoreFrameworkBundle\Entity\Website;
  15. use Webkul\UVDesk\MailboxBundle\Utils\Mailbox\Mailbox;
  16. use Webkul\UVDesk\CoreFrameworkBundle\Utils\HTMLFilter;
  17. use Webkul\UVDesk\CoreFrameworkBundle\Entity\SupportRole;
  18. use Webkul\UVDesk\CoreFrameworkBundle\Utils\TokenGenerator;
  19. use Webkul\UVDesk\MailboxBundle\Utils\MailboxConfiguration;
  20. use Symfony\Component\DependencyInjection\ContainerInterface;
  21. use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
  22. use Webkul\UVDesk\MailboxBundle\Utils\IMAP;
  23. use Webkul\UVDesk\MailboxBundle\Utils\SMTP;
  24. use Webkul\UVDesk\MailboxBundle\Utils\Imap\Configuration as ImapConfiguration;
  25. use Webkul\UVDesk\CoreFrameworkBundle\SwiftMailer\SwiftMailer as SwiftMailerService;
  26. use Webkul\UVDesk\MailboxBundle\Workflow\Events as MaibloxWorkflowEvents;
  28. class MailboxService
  29. {
  30. const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
  32. private $parser;
  33. private $container;
  34. private $requestStack;
  35. private $entityManager;
  36. private $mailboxCollection = [];
  38. public function __construct(ContainerInterface $container, RequestStack $requestStack, EntityManagerInterface $entityManager, SwiftMailerService $swiftMailer)
  39. {
  40. $this->container = $container;
  41. $this->requestStack = $requestStack;
  42. $this->entityManager = $entityManager;
  43. $this->swiftMailer = $swiftMailer;
  44. }
  46. public function getPathToConfigurationFile()
  47. {
  48. return $this->container->get('kernel')->getProjectDir() . self::PATH_TO_CONFIG;
  49. }
  51. public function createConfiguration($params)
  52. {
  53. $configuration = new MailboxConfigurations\MailboxConfiguration($params);
  55. return $configuration ?? null;
  56. }
  58. public function parseMailboxConfigurations(bool $ignoreInvalidAttributes = false)
  59. {
  60. $path = $this->getPathToConfigurationFile();
  62. if (! file_exists($path)) {
  63. throw new \Exception("File '$path' not found.");
  64. }
  66. // Read configurations from package config.
  67. $mailboxConfiguration = new MailboxConfiguration();
  69. foreach (Yaml::parse(file_get_contents($path))['uvdesk_mailbox']['mailboxes'] ?? [] as $id => $params) {
  70. // Swiftmailer Configuration
  72. $swiftMailerConfigurations = $this->swiftMailer->parseSwiftMailerConfigurations() ?? null;
  74. if (isset($params['smtp_swift_mailer_server'])) {
  75. foreach ($swiftMailerConfigurations as $configuration) {
  76. if ($configuration->getId() == $params['smtp_swift_mailer_server']['mailer_id']) {
  77. $swiftMailerConfiguration = $configuration;
  78. break;
  79. }
  80. }
  81. }
  83. // IMAP Configuration
  84. $imapConfiguration = null;
  86. if (! empty($params['imap_server'])) {
  87. $imapConfiguration = IMAP\Configuration::guessTransportDefinition($params['imap_server']);
  89. if ($imapConfiguration instanceof IMAP\Transport\AppTransportConfigurationInterface) {
  90. $imapConfiguration
  91. ->setClient($params['imap_server']['client'])
  92. ->setUsername($params['imap_server']['username'])
  93. ;
  94. } else if ($imapConfiguration instanceof IMAP\Transport\SimpleTransportConfigurationInterface) {
  95. $imapConfiguration
  96. ->setUsername($params['imap_server']['username'])
  97. ;
  98. } else {
  99. $imapConfiguration
  100. ->setUsername($params['imap_server']['username'])
  101. ->setPassword($params['imap_server']['password'])
  102. ;
  103. }
  104. }
  106. // SMTP Configuration
  107. $smtpConfiguration = null;
  109. if (
  110. ! empty($params['smtp_server'])
  111. && !isset($params['smtp_server']['mailer_id'])
  112. ) {
  113. $smtpConfiguration = SMTP\Configuration::guessTransportDefinition($params['smtp_server']);
  115. if ($smtpConfiguration instanceof SMTP\Transport\AppTransportConfigurationInterface) {
  116. $smtpConfiguration
  117. ->setClient($params['smtp_server']['client'])
  118. ->setUsername($params['smtp_server']['username'])
  119. ;
  120. } else if ($smtpConfiguration instanceof SMTP\Transport\ResolvedTransportConfigurationInterface) {
  121. $smtpConfiguration
  122. ->setUsername($params['smtp_server']['username'])
  123. ->setPassword($params['smtp_server']['password'])
  124. ;
  125. } else {
  126. $smtpConfiguration
  127. ->setHost($params['smtp_server']['host'])
  128. ->setPort($params['smtp_server']['port'])
  129. ->setUsername($params['smtp_server']['username'])
  130. ->setPassword($params['smtp_server']['password'])
  131. ;
  133. if (! empty($params['smtp_server']['sender_address'])) {
  134. $smtpConfiguration
  135. ->setSenderAddress($params['smtp_server']['sender_address'])
  136. ;
  137. }
  138. }
  139. }
  141. // Mailbox Configuration
  142. ($mailbox = new Mailbox($id))
  143. ->setName($params['name'])
  144. ->setIsEnabled($params['enabled']);
  146. if (! empty($imapConfiguration)) {
  147. $mailbox
  148. ->setImapConfiguration($imapConfiguration)
  149. ;
  150. }
  152. if (! empty($smtpConfiguration)) {
  153. $mailbox
  154. ->setSmtpConfiguration($smtpConfiguration)
  155. ;
  156. }
  158. if (! empty($swiftMailerConfiguration)) {
  159. $mailbox->setSwiftMailerConfiguration($swiftMailerConfiguration);
  160. } else if (! empty($params['smtp_server']['mailer_id']) && true === $ignoreInvalidAttributes) {
  161. $mailbox->setSwiftMailerConfiguration($swiftmailerService->createConfiguration('smtp', $params['smtp_server']['mailer_id']));
  162. }
  164. $mailboxConfiguration->addMailbox($mailbox);
  165. }
  167. return $mailboxConfiguration;
  168. }
  170. private function getParser()
  171. {
  172. if (empty($this->parser)) {
  173. $this->parser = new EmailParser();
  174. }
  176. return $this->parser;
  177. }
  179. private function getLoadedEmailContentParser($emailContents = null, $cacheContent = true): ?EmailParser
  180. {
  181. if (empty($emailContents)) {
  182. return $this->emailParser ?? null;
  183. }
  185. $emailParser = new EmailParser();
  186. $emailParser
  187. ->setText($emailContents)
  188. ;
  190. if ($cacheContent) {
  191. $this->emailParser = $emailParser;
  192. }
  194. return $emailParser;
  195. }
  197. private function getRegisteredMailboxes()
  198. {
  199. if (empty($this->mailboxCollection)) {
  200. $this->mailboxCollection = array_map(function ($mailboxId) {
  201. return $this->container->getParameter("uvdesk.mailboxes.$mailboxId");
  202. }, $this->container->getParameter('uvdesk.mailboxes'));
  203. }
  205. return $this->mailboxCollection;
  206. }
  208. public function getRegisteredMailboxesById()
  209. {
  210. // Fetch existing content in file
  211. $filePath = $this->getPathToConfigurationFile();
  212. $file_content = file_get_contents($filePath);
  214. // Convert yaml file content into array and merge existing mailbox and new mailbox
  215. $file_content_array = Yaml::parse($file_content, 6);
  217. if ($file_content_array['uvdesk_mailbox']['mailboxes']) {
  218. foreach ($file_content_array['uvdesk_mailbox']['mailboxes'] as $key => $value) {
  219. $value['mailbox_id'] = $key;
  220. $mailboxCollection[] = $value;
  221. }
  222. }
  224. return $mailboxCollection ?? [];
  225. }
  227. public function getEmailAddresses($collection)
  228. {
  229. $formattedCollection = array_map(function ($emailAddress) {
  230. if (filter_var($emailAddress['address'], FILTER_VALIDATE_EMAIL)) {
  231. return $emailAddress['address'];
  232. }
  234. return null;
  235. }, (array) $collection);
  237. $filteredCollection = array_values(array_filter($formattedCollection));
  239. return count($filteredCollection) == 1 ? $filteredCollection[0] : $filteredCollection;
  240. }
  242. public function parseAddress($type)
  243. {
  244. $addresses = mailparse_rfc822_parse_addresses($this->getParser()->getHeader($type));
  246. return $addresses ?: false;
  247. }
  249. public function getEmailAddress($addresses)
  250. {
  251. foreach ((array) $addresses as $address) {
  252. if (filter_var($address['address'], FILTER_VALIDATE_EMAIL)) {
  253. return $address['address'];
  254. }
  255. }
  257. return null;
  258. }
  260. public function getMailboxByEmail($email)
  261. {
  262. foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  263. if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  264. return $registeredMailbox;
  265. }
  266. }
  268. throw new \Exception("No mailbox found for email '$email'");
  269. }
  271. public function getMailboxByToEmail($email)
  272. {
  273. foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  274. if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  275. return true;
  276. }
  277. }
  279. return false;
  280. }
  282. private function searchTicketSubjectReference($senderEmail, $messageSubject) {
  284. // Search Criteria: Find ticket based on subject
  285. if (
  286. ! empty($senderEmail)
  287. && ! empty($messageSubject)
  288. ) {
  289. $threadRepository = $this->entityManager->getRepository(Thread::class);
  290. $ticket = $threadRepository->findTicketBySubject($senderEmail, $messageSubject);
  292. if ($ticket != null) {
  293. return $ticket;
  294. }
  295. }
  297. return null;
  298. }
  300. private function searchExistingTickets(array $criterias = [])
  301. {
  302. if (empty($criterias)) {
  303. return null;
  304. }
  306. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  307. $threadRepository = $this->entityManager->getRepository(Thread::class);
  309. foreach ($criterias as $criteria => $criteriaValue) {
  310. if (empty($criteriaValue)) {
  311. continue;
  312. }
  314. switch ($criteria) {
  315. case 'messageId':
  316. // Search Criteria 1: Find ticket by unique message id
  317. $ticket = $ticketRepository->findOneByReferenceIds($criteriaValue);
  319. if (! empty($ticket)) {
  320. return $ticket;
  321. } else {
  322. $thread = $threadRepository->findOneByMessageId($criteriaValue);
  324. if (! empty($thread)) {
  325. return $thread->getTicket();
  326. }
  327. }
  329. break;
  330. case 'outlookConversationId':
  331. // Search Criteria 1: Find ticket by unique message id
  332. $ticket = $ticketRepository->findOneByOutlookConversationId($criteriaValue);
  334. if (! empty($ticket)) {
  335. return $ticket;
  336. }
  338. break;
  339. case 'inReplyTo':
  340. // Search Criteria 2: Find ticket based on in-reply-to reference id
  341. $ticket = $this->entityManager->getRepository(Thread::class)->findThreadByRefrenceId($criteriaValue);
  343. if (! empty($ticket)) {
  344. return $ticket;
  345. } else {
  346. $thread = $threadRepository->findOneByMessageId($criteriaValue);
  348. if (! empty($thread)) {
  349. return $thread->getTicket();
  350. }
  351. }
  352. break;
  353. case 'referenceIds':
  354. // Search Criteria 3: Find ticket based on reference id
  355. // Break references into ind. message id collection, and iteratively
  356. // search for existing threads for these message ids.
  357. $referenceIds = explode(' ', $criteriaValue);
  359. foreach ($referenceIds as $messageId) {
  360. $thread = $threadRepository->findOneByMessageId($messageId);
  362. if (! empty($thread)) {
  363. return $thread->getTicket();
  364. }
  365. }
  366. break;
  367. default:
  368. break;
  369. }
  370. }
  372. return null;
  373. }
  375. public function processMail($rawEmail)
  376. {
  377. $mailData = [];
  378. $parser = $this->getParser();
  379. $parser->setText($rawEmail);
  381. $from = $this->parseAddress('from') ?: $this->parseAddress('sender');
  382. $addresses = [
  383. 'from' => $this->getEmailAddress($from),
  384. 'to' => empty($this->parseAddress('X-Forwarded-To')) ? $this->parseAddress('to') : $this->parseAddress('X-Forwarded-To'),
  385. 'cc' => $this->parseAddress('cc'),
  386. 'delivered-to' => $this->parseAddress('delivered-to'),
  387. ];
  389. if (empty($addresses['from'])) {
  390. return [
  391. 'message' => "No 'from' email address was found while processing contents of email.",
  392. 'content' => [],
  393. ];
  394. } else {
  395. if (! empty($addresses['delivered-to'])) {
  396. $addresses['to'] = array_map(function($address) {
  397. return $address['address'];
  398. }, $addresses['delivered-to']);
  399. } else if (! empty($addresses['to'])) {
  400. $addresses['to'] = array_map(function($address) {
  401. return $address['address'];
  402. }, $addresses['to']);
  403. } else if (! empty($addresses['cc'])) {
  404. $addresses['to'] = array_map(function($address) {
  405. return $address['address'];
  406. }, $addresses['cc']);
  407. }
  409. // Skip email processing if no to-emails are specified
  410. if (empty($addresses['to'])) {
  411. return [
  412. 'message' => "No 'to' email addresses were found in the email.",
  413. 'content' => [
  414. 'from' => ! empty($addresses['from']) ? $addresses['from'] : null,
  415. ],
  416. ];
  417. }
  419. // Skip email processing if email is an auto-forwarded message to prevent infinite loop.
  420. if ($parser->getHeader('precedence') || $parser->getHeader('x-autoreply') || $parser->getHeader('x-autorespond') || 'auto-replied' == $parser->getHeader('auto-submitted')) {
  421. return [
  422. 'message' => "Received an auto-forwarded email which can lead to possible infinite loop of email exchanges. Skipping email from further processing.",
  423. 'content' => [
  424. 'from' => ! empty($addresses['from']) ? $addresses['from'] : null,
  425. ],
  426. ];
  427. }
  429. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  430. try {
  431. $this->getMailboxByEmail($addresses['from']);
  433. return [
  434. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  435. 'content' => [
  436. 'from' => !empty($addresses['from']) ? $addresses['from'] : null,
  437. ],
  438. ];
  439. } catch (\Exception $e) {
  440. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  441. }
  442. }
  444. $mailData['replyTo'] = '';
  446. foreach ($addresses['to'] as $mailboxEmail){
  447. if ($this->getMailboxByToEmail(strtolower($mailboxEmail))) {
  448. $mailData['replyTo'] = $mailboxEmail;
  449. }
  450. }
  452. // Process Mail - References
  453. $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  454. $mailData['replyTo'] = $addresses['to'];
  455. $mailData['messageId'] = $parser->getHeader('message-id') ?: null;
  456. $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  457. $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  458. $mailData['cc'] = array_filter(explode(',', $parser->getHeader('cc'))) ?: [];
  459. $mailData['bcc'] = array_filter(explode(',', $parser->getHeader('bcc'))) ?: [];
  461. // Process Mail - User Details
  462. $mailData['source'] = 'email';
  463. $mailData['createdBy'] = 'customer';
  464. $mailData['role'] = 'ROLE_CUSTOMER';
  465. $mailData['from'] = $addresses['from'];
  466. $mailData['name'] = trim(current(explode('@', $from[0]['display'])));
  468. //Fix when the sender is noreply try to parse email and name from message body
  469. if (preg_match('/^(noreply|support)@(?:gglot\.com|doctranslator\.com|doc-translator\.com|conveythis\.com|textflip\.ai|help-desk\.ai)$/', $mailData['from'])) {
  470. if (preg_match('/^email:\s*(.+)\s*(?:<br>|$)/Umsi', $mailData['message'], $matches)) {
  471. $mailData['from'] = trim($matches[1]);
  472. }
  473. if (preg_match('/<p>Email:\s*<strong>([^<]+)<\/strong><\/p>/i', $mailData['message'], $matches)) {
  474. $mailData['from'] = trim($matches[1]);
  475. }
  477. if (preg_match('/From:\s*([^<]+)<([^>]+)>/i', $mailData['message'], $matches)) {
  478. $mailData['name'] = trim($matches[1]);
  479. }
  481. if (preg_match('/(?:^|>)name:\s*(.+)\s*<br>/Umsi', $mailData['message'], $matches)) {
  482. $mailData['name'] = trim($matches[1]);
  483. }
  485. if (preg_match('/Name:\s*<strong>([^<]+)<\/strong>/i', $mailData['message'], $matches)) {
  486. $mailData['name'] = trim($matches[1]);
  487. }
  489. if (preg_match('/(?:^|>)topic:\s*([^<]+)\s*<\s*\/?br\s*\/?>/Umsi', $mailData['message'], $matches)) {
  490. if (strtolower(trim($matches[1])) != 'not mentioned') {
  491. $mailData['subject'] = trim($matches[1]);
  492. }
  493. }
  495. }
  497. // Process Mail - Content
  498. try {
  499. $htmlFilter = new HTMLFilter();
  500. $mailData['subject'] = $parser->getHeader('subject');
  501. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('htmlEmbedded')));
  502. $mailData['attachments'] = $parser->getAttachments();
  503. } catch(\Exception $e) {
  504. return [
  505. 'error' => true,
  506. 'message' => $e->getMessage(),
  507. ];
  508. }
  510. if (! $mailData['message']) {
  511. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('text')));
  512. }
  514. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  516. if (! empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  517. return [
  518. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  519. 'content' => [
  520. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  521. ],
  522. ];
  523. }
  525. // Search for any existing tickets
  526. $ticket = $this->searchExistingTickets([
  527. 'messageId' => $mailData['messageId'],
  528. 'inReplyTo' => $mailData['inReplyTo'],
  529. 'referenceIds' => $mailData['referenceIds'],
  530. 'from' => $mailData['from'],
  531. 'subject' => $mailData['subject'],
  532. ]);
  534. if (empty($ticket)) {
  535. $mailData['threadType'] = 'create';
  536. $mailData['referenceIds'] = $mailData['messageId'];
  538. // @Todo For same subject with same customer check
  539. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  541. // if (!empty($ticketSubjectReferenceExist)) {
  542. // return;
  543. // }
  545. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  547. // Trigger ticket created event
  548. $this->print_log('ticket created event of ' . $mailData['messageId']);
  549. $event = new CoreWorkflowEvents\Ticket\Create();
  550. $event
  551. ->setTicket($thread->getTicket())
  552. ;
  554. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  555. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  556. $mailData['threadType'] = 'reply';
  557. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  558. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  559. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  561. if (!empty($thread)) {
  562. // Thread with the same message id exists skip process.
  563. return [
  564. 'message' => "The contents of this email has already been processed.",
  565. 'content' => [
  566. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  567. 'thread' => $thread->getId(),
  568. 'ticket' => $ticket->getId(),
  569. ],
  570. ];
  571. }
  573. if (in_array($mailData['messageId'], $referenceIds)) {
  574. // Thread with the same message id exists skip process.
  575. return [
  576. 'message' => "The contents of this email has already been processed.",
  577. 'content' => [
  578. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  579. ],
  580. ];
  581. }
  583. if (
  584. $ticket->getCustomer()
  585. && $ticket->getCustomer()->getEmail() == $mailData['from']
  586. ) {
  587. // Reply from customer
  588. $user = $ticket->getCustomer();
  590. $mailData['user'] = $user;
  591. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  592. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  593. // Reply from collaborator
  594. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  596. $mailData['user'] = $user;
  597. $mailData['createdBy'] = 'collaborator';
  598. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  599. } else {
  600. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  602. if (
  603. ! empty($user)
  604. && null != $user->getAgentInstance()
  605. ) {
  606. $mailData['user'] = $user;
  607. $mailData['createdBy'] = 'agent';
  608. $userDetails = $user->getAgentInstance()->getPartialDetails();
  609. } else {
  610. // Add user as a ticket collaborator
  611. if (empty($user)) {
  612. // Create a new user instance with customer support role
  613. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  615. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  616. 'source' => 'email',
  617. 'active' => true
  618. ]);
  619. }
  621. $mailData['user'] = $user;
  622. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  624. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  625. $ticket->addCollaborator($user);
  627. $this->entityManager->persist($ticket);
  628. $this->entityManager->flush();
  630. $ticket->lastCollaborator = $user;
  632. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  633. $event
  634. ->setTicket($ticket)
  635. ;
  637. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  638. }
  639. }
  640. }
  642. $mailData['fullname'] = $userDetails['name'];
  644. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  646. if ($thread->getThreadType() == 'reply') {
  647. if ($thread->getCreatedBy() == 'customer') {
  648. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  649. $event
  650. ->setTicket($ticket)
  651. ;
  652. } else if ($thread->getCreatedBy() == 'collaborator') {
  653. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  654. $event
  655. ->setTicket($ticket)
  656. ;
  657. } else {
  658. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  659. $event
  660. ->setTicket($ticket)
  661. ;
  662. }
  663. }
  665. // Trigger thread reply event
  666. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  667. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  668. return [
  669. 'message' => "The contents of this email has already been processed.",
  670. 'content' => [
  671. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  672. 'thread' => ! empty($thread) ? $thread->getId() : null,
  673. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  674. ],
  675. ];
  676. }
  678. return [
  679. 'message' => "Inbound email processed successfully.",
  680. 'content' => [
  681. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  682. 'thread' => ! empty($thread) ? $thread->getId() : null,
  683. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  684. ],
  685. ];
  686. }
  688. public function processOutlookMail(array $outlookEmail)
  689. {
  690. $mailData = [];
  691. $senderName = null;
  692. $senderAddress = null;
  694. if (! empty($outlookEmail['from']['emailAddress']['address'])) {
  695. $senderName = $outlookEmail['from']['emailAddress']['name'];
  696. $senderAddress = $outlookEmail['from']['emailAddress']['address'];
  697. } else if (! empty($outlookEmail['sender']['emailAddress']['address'])) {
  698. $senderName = $outlookEmail['sender']['emailAddress']['name'];
  699. $senderAddress = $outlookEmail['sender']['emailAddress']['address'];
  700. } else {
  701. return [
  702. 'message' => "No 'from' email address was found while processing contents of email.",
  703. 'content' => [],
  704. ];
  705. }
  707. $toRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['toRecipients']);
  708. $ccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['ccRecipients'] ?? []);
  709. $bccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['bccRecipients'] ?? []);
  711. $addresses = [
  712. 'from' => $senderAddress,
  713. 'to' => $toRecipients,
  714. 'cc' => $ccRecipients,
  715. ];
  717. // Skip email processing if no to-emails are specified
  718. if (empty($addresses['to'])) {
  719. return [
  720. 'message' => "No 'to' email addresses were found in the email.",
  721. 'content' => [
  722. 'from' => $senderAddress ?? null,
  723. ],
  724. ];
  725. }
  727. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  728. try {
  729. $this->getMailboxByEmail($senderAddress);
  731. return [
  732. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  733. 'content' => [
  734. 'from' => $senderAddress ?? null,
  735. ],
  736. ];
  737. } catch (\Exception $e) {
  738. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  739. }
  741. // Process Mail - References
  742. // $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  743. $mailData['replyTo'] = $addresses['to'];
  745. $mailData['messageId'] = $outlookEmail['internetMessageId'];
  746. $mailData['outlookConversationId'] = $outlookEmail['conversationId'];
  747. $mailData['inReplyTo'] = $outlookEmail['conversationId'];
  748. // $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  749. $mailData['referenceIds'] = '';
  750. // $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  751. $mailData['cc'] = $ccRecipients;
  752. $mailData['bcc'] = $bccRecipients;
  754. // Process Mail - User Details
  755. $mailData['source'] = 'email';
  756. $mailData['createdBy'] = 'customer';
  757. $mailData['role'] = 'ROLE_CUSTOMER';
  758. $mailData['from'] = $senderAddress;
  759. $mailData['name'] = trim($senderName);
  761. // Process Mail - Content
  762. $htmlFilter = new HTMLFilter();
  763. $mailData['subject'] = $outlookEmail['subject'];
  764. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($outlookEmail['body']['content']));
  766. $mailData['attachments'] = [];
  767. $mailData['attachmentContent'] = isset($outlookEmail['outlookAttachments']) ? $outlookEmail['outlookAttachments'] : [];
  769. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  771. if (
  772. ! empty($mailData['from'])
  773. && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)
  774. ) {
  775. return [
  776. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  777. 'content' => [
  778. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  779. ],
  780. ];
  781. }
  783. // return [
  784. // 'outlookConversationId' => $mailData['outlookConversationId'],
  785. // 'message' => "No 'to' email addresses were found in the email.",
  786. // 'content' => [
  787. // 'outlookConversationId' => $mailData['outlookConversationId'],
  788. // ],
  789. // ];
  791. // Search for any existing tickets
  792. $ticket = $this->searchExistingTickets([
  793. 'messageId' => $mailData['messageId'],
  794. 'inReplyTo' => $mailData['inReplyTo'],
  795. 'referenceIds' => $mailData['referenceIds'],
  796. 'from' => $mailData['from'],
  797. 'subject' => $mailData['subject'],
  798. 'outlookConversationId' => $mailData['outlookConversationId'],
  799. ]);
  801. if (empty($ticket)) {
  802. $mailData['threadType'] = 'create';
  803. $mailData['referenceIds'] = $mailData['messageId'];
  805. // @Todo For same subject with same customer check
  806. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  808. // if(!empty($ticketSubjectReferenceExist)) {
  809. // return;
  810. // }
  812. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  814. // Trigger ticket created event
  815. $event = new CoreWorkflowEvents\Ticket\Create();
  816. $event
  817. ->setTicket($thread->getTicket())
  818. ;
  820. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  821. } else if (
  822. false === $ticket->getIsTrashed()
  823. && strtolower($ticket->getStatus()->getCode()) != 'spam'
  824. && ! empty($mailData['inReplyTo'])
  825. ) {
  826. $mailData['threadType'] = 'reply';
  827. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  828. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  829. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  831. if (! empty($thread)) {
  832. // Thread with the same message id exists skip process.
  833. return [
  834. 'message' => "The contents of this email has already been processed 1.",
  835. 'content' => [
  836. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  837. 'thread' => $thread->getId(),
  838. 'ticket' => $ticket->getId(),
  839. ],
  840. ];
  841. }
  843. if (in_array($mailData['messageId'], $referenceIds)) {
  844. // Thread with the same message id exists skip process.
  845. return [
  846. 'message' => "The contents of this email has already been processed 2.",
  847. 'content' => [
  848. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  849. ],
  850. ];
  851. }
  853. if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  854. // Reply from customer
  855. $user = $ticket->getCustomer();
  857. $mailData['user'] = $user;
  858. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  859. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  860. // Reply from collaborator
  861. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  863. $mailData['user'] = $user;
  864. $mailData['createdBy'] = 'collaborator';
  865. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  866. } else {
  867. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  868. if (! empty($user) && null != $user->getAgentInstance()) {
  869. $mailData['user'] = $user;
  870. $mailData['createdBy'] = 'agent';
  871. $userDetails = $user->getAgentInstance()->getPartialDetails();
  872. } else {
  873. // Add user as a ticket collaborator
  874. if (empty($user)) {
  875. // Create a new user instance with customer support role
  876. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  878. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  879. 'source' => 'email',
  880. 'active' => true
  881. ]);
  882. }
  884. $mailData['user'] = $user;
  885. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  887. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  888. $ticket->addCollaborator($user);
  890. $this->entityManager->persist($ticket);
  891. $this->entityManager->flush();
  893. $ticket->lastCollaborator = $user;
  895. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  896. $event
  897. ->setTicket($ticket)
  898. ;
  900. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  901. }
  902. }
  903. }
  905. $mailData['fullname'] = $userDetails['name'];
  907. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  909. if ($thread->getThreadType() == 'reply') {
  910. if ($thread->getCreatedBy() == 'customer') {
  911. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  912. $event
  913. ->setTicket($ticket)
  914. ;
  915. } else if ($thread->getCreatedBy() == 'collaborator') {
  916. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  917. $event
  918. ->setTicket($ticket)
  919. ;
  920. } else {
  921. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  922. $event
  923. ->setTicket($ticket)
  924. ;
  925. }
  926. }
  928. // Trigger thread reply event
  929. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  930. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  931. return [
  932. 'message' => "The contents of this email has already been processed 3.",
  933. 'content' => [
  934. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  935. 'thread' => ! empty($thread) ? $thread->getId() : null,
  936. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  937. ],
  938. ];
  939. }
  941. return [
  942. 'message' => "Inbound email processed successfully.",
  943. 'content' => [
  944. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  945. 'thread' => ! empty($thread) ? $thread->getId() : null,
  946. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  947. ],
  948. ];
  949. }
  950. function print_log($msg) {
  951. $logFile = '/var/www/support-test.conveythis.com/print_mailbox.log';
  952. // If file exists and is bigger than 25 MB, clear it
  953. if (file_exists($logFile) && filesize($logFile) > 25 * 1024 * 1024) {
  954. file_put_contents($logFile, '');
  955. }
  956. $message = "[" . date('Y-m-d H:i:s') . "] " . $msg . "\n";
  957. file_put_contents($logFile, $message, FILE_APPEND | LOCK_EX);
  958. }
  959. }