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. // Process Mail - Content
  469. try {
  470. $htmlFilter = new HTMLFilter();
  471. $mailData['subject'] = $parser->getHeader('subject');
  472. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('htmlEmbedded')));
  473. $mailData['attachments'] = $parser->getAttachments();
  474. } catch(\Exception $e) {
  475. return [
  476. 'error' => true,
  477. 'message' => $e->getMessage(),
  478. ];
  479. }
  481. if (! $mailData['message']) {
  482. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('text')));
  483. }
  485. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  487. if (! empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  488. return [
  489. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  490. 'content' => [
  491. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  492. ],
  493. ];
  494. }
  496. // Search for any existing tickets
  497. $ticket = $this->searchExistingTickets([
  498. 'messageId' => $mailData['messageId'],
  499. 'inReplyTo' => $mailData['inReplyTo'],
  500. 'referenceIds' => $mailData['referenceIds'],
  501. 'from' => $mailData['from'],
  502. 'subject' => $mailData['subject'],
  503. ]);
  505. if (empty($ticket)) {
  506. $mailData['threadType'] = 'create';
  507. $mailData['referenceIds'] = $mailData['messageId'];
  509. // @Todo For same subject with same customer check
  510. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  512. // if (!empty($ticketSubjectReferenceExist)) {
  513. // return;
  514. // }
  516. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  518. // Trigger ticket created event
  519. $event = new CoreWorkflowEvents\Ticket\Create();
  520. $event
  521. ->setTicket($thread->getTicket())
  522. ;
  524. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  525. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  526. $mailData['threadType'] = 'reply';
  527. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  528. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  529. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  531. if (!empty($thread)) {
  532. // Thread with the same message id exists skip process.
  533. return [
  534. 'message' => "The contents of this email has already been processed.",
  535. 'content' => [
  536. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  537. 'thread' => $thread->getId(),
  538. 'ticket' => $ticket->getId(),
  539. ],
  540. ];
  541. }
  543. if (in_array($mailData['messageId'], $referenceIds)) {
  544. // Thread with the same message id exists skip process.
  545. return [
  546. 'message' => "The contents of this email has already been processed.",
  547. 'content' => [
  548. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  549. ],
  550. ];
  551. }
  553. if (
  554. $ticket->getCustomer()
  555. && $ticket->getCustomer()->getEmail() == $mailData['from']
  556. ) {
  557. // Reply from customer
  558. $user = $ticket->getCustomer();
  560. $mailData['user'] = $user;
  561. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  562. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  563. // Reply from collaborator
  564. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  566. $mailData['user'] = $user;
  567. $mailData['createdBy'] = 'collaborator';
  568. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  569. } else {
  570. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  572. if (
  573. ! empty($user)
  574. && null != $user->getAgentInstance()
  575. ) {
  576. $mailData['user'] = $user;
  577. $mailData['createdBy'] = 'agent';
  578. $userDetails = $user->getAgentInstance()->getPartialDetails();
  579. } else {
  580. // Add user as a ticket collaborator
  581. if (empty($user)) {
  582. // Create a new user instance with customer support role
  583. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  585. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  586. 'source' => 'email',
  587. 'active' => true
  588. ]);
  589. }
  591. $mailData['user'] = $user;
  592. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  594. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  595. $ticket->addCollaborator($user);
  597. $this->entityManager->persist($ticket);
  598. $this->entityManager->flush();
  600. $ticket->lastCollaborator = $user;
  602. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  603. $event
  604. ->setTicket($ticket)
  605. ;
  607. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  608. }
  609. }
  610. }
  612. $mailData['fullname'] = $userDetails['name'];
  614. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  616. if ($thread->getThreadType() == 'reply') {
  617. if ($thread->getCreatedBy() == 'customer') {
  618. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  619. $event
  620. ->setTicket($ticket)
  621. ;
  622. } else if ($thread->getCreatedBy() == 'collaborator') {
  623. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  624. $event
  625. ->setTicket($ticket)
  626. ;
  627. } else {
  628. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  629. $event
  630. ->setTicket($ticket)
  631. ;
  632. }
  633. }
  635. // Trigger thread reply event
  636. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  637. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  638. return [
  639. 'message' => "The contents of this email has already been processed.",
  640. 'content' => [
  641. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  642. 'thread' => ! empty($thread) ? $thread->getId() : null,
  643. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  644. ],
  645. ];
  646. }
  648. return [
  649. 'message' => "Inbound email processed successfully.",
  650. 'content' => [
  651. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  652. 'thread' => ! empty($thread) ? $thread->getId() : null,
  653. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  654. ],
  655. ];
  656. }
  658. public function processOutlookMail(array $outlookEmail)
  659. {
  660. $mailData = [];
  661. $senderName = null;
  662. $senderAddress = null;
  664. if (! empty($outlookEmail['from']['emailAddress']['address'])) {
  665. $senderName = $outlookEmail['from']['emailAddress']['name'];
  666. $senderAddress = $outlookEmail['from']['emailAddress']['address'];
  667. } else if (! empty($outlookEmail['sender']['emailAddress']['address'])) {
  668. $senderName = $outlookEmail['sender']['emailAddress']['name'];
  669. $senderAddress = $outlookEmail['sender']['emailAddress']['address'];
  670. } else {
  671. return [
  672. 'message' => "No 'from' email address was found while processing contents of email.",
  673. 'content' => [],
  674. ];
  675. }
  677. $toRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['toRecipients']);
  678. $ccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['ccRecipients'] ?? []);
  679. $bccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['bccRecipients'] ?? []);
  681. $addresses = [
  682. 'from' => $senderAddress,
  683. 'to' => $toRecipients,
  684. 'cc' => $ccRecipients,
  685. ];
  687. // Skip email processing if no to-emails are specified
  688. if (empty($addresses['to'])) {
  689. return [
  690. 'message' => "No 'to' email addresses were found in the email.",
  691. 'content' => [
  692. 'from' => $senderAddress ?? null,
  693. ],
  694. ];
  695. }
  697. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  698. try {
  699. $this->getMailboxByEmail($senderAddress);
  701. return [
  702. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  703. 'content' => [
  704. 'from' => $senderAddress ?? null,
  705. ],
  706. ];
  707. } catch (\Exception $e) {
  708. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  709. }
  711. // Process Mail - References
  712. // $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  713. $mailData['replyTo'] = $addresses['to'];
  715. $mailData['messageId'] = $outlookEmail['internetMessageId'];
  716. $mailData['outlookConversationId'] = $outlookEmail['conversationId'];
  717. $mailData['inReplyTo'] = $outlookEmail['conversationId'];
  718. // $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  719. $mailData['referenceIds'] = '';
  720. // $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  721. $mailData['cc'] = $ccRecipients;
  722. $mailData['bcc'] = $bccRecipients;
  724. // Process Mail - User Details
  725. $mailData['source'] = 'email';
  726. $mailData['createdBy'] = 'customer';
  727. $mailData['role'] = 'ROLE_CUSTOMER';
  728. $mailData['from'] = $senderAddress;
  729. $mailData['name'] = trim($senderName);
  731. // Process Mail - Content
  732. $htmlFilter = new HTMLFilter();
  733. $mailData['subject'] = $outlookEmail['subject'];
  734. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($outlookEmail['body']['content']));
  736. $mailData['attachments'] = [];
  737. $mailData['attachmentContent'] = isset($outlookEmail['outlookAttachments']) ? $outlookEmail['outlookAttachments'] : [];
  739. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  741. if (
  742. ! empty($mailData['from'])
  743. && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)
  744. ) {
  745. return [
  746. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  747. 'content' => [
  748. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  749. ],
  750. ];
  751. }
  753. // return [
  754. // 'outlookConversationId' => $mailData['outlookConversationId'],
  755. // 'message' => "No 'to' email addresses were found in the email.",
  756. // 'content' => [
  757. // 'outlookConversationId' => $mailData['outlookConversationId'],
  758. // ],
  759. // ];
  761. // Search for any existing tickets
  762. $ticket = $this->searchExistingTickets([
  763. 'messageId' => $mailData['messageId'],
  764. 'inReplyTo' => $mailData['inReplyTo'],
  765. 'referenceIds' => $mailData['referenceIds'],
  766. 'from' => $mailData['from'],
  767. 'subject' => $mailData['subject'],
  768. 'outlookConversationId' => $mailData['outlookConversationId'],
  769. ]);
  771. if (empty($ticket)) {
  772. $mailData['threadType'] = 'create';
  773. $mailData['referenceIds'] = $mailData['messageId'];
  775. // @Todo For same subject with same customer check
  776. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  778. // if(!empty($ticketSubjectReferenceExist)) {
  779. // return;
  780. // }
  782. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  784. // Trigger ticket created event
  785. $event = new CoreWorkflowEvents\Ticket\Create();
  786. $event
  787. ->setTicket($thread->getTicket())
  788. ;
  790. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  791. } else if (
  792. false === $ticket->getIsTrashed()
  793. && strtolower($ticket->getStatus()->getCode()) != 'spam'
  794. && ! empty($mailData['inReplyTo'])
  795. ) {
  796. $mailData['threadType'] = 'reply';
  797. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  798. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  799. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  801. if (! empty($thread)) {
  802. // Thread with the same message id exists skip process.
  803. return [
  804. 'message' => "The contents of this email has already been processed 1.",
  805. 'content' => [
  806. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  807. 'thread' => $thread->getId(),
  808. 'ticket' => $ticket->getId(),
  809. ],
  810. ];
  811. }
  813. if (in_array($mailData['messageId'], $referenceIds)) {
  814. // Thread with the same message id exists skip process.
  815. return [
  816. 'message' => "The contents of this email has already been processed 2.",
  817. 'content' => [
  818. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  819. ],
  820. ];
  821. }
  823. if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  824. // Reply from customer
  825. $user = $ticket->getCustomer();
  827. $mailData['user'] = $user;
  828. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  829. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  830. // Reply from collaborator
  831. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  833. $mailData['user'] = $user;
  834. $mailData['createdBy'] = 'collaborator';
  835. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  836. } else {
  837. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  838. if (! empty($user) && null != $user->getAgentInstance()) {
  839. $mailData['user'] = $user;
  840. $mailData['createdBy'] = 'agent';
  841. $userDetails = $user->getAgentInstance()->getPartialDetails();
  842. } else {
  843. // Add user as a ticket collaborator
  844. if (empty($user)) {
  845. // Create a new user instance with customer support role
  846. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  848. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  849. 'source' => 'email',
  850. 'active' => true
  851. ]);
  852. }
  854. $mailData['user'] = $user;
  855. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  857. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  858. $ticket->addCollaborator($user);
  860. $this->entityManager->persist($ticket);
  861. $this->entityManager->flush();
  863. $ticket->lastCollaborator = $user;
  865. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  866. $event
  867. ->setTicket($ticket)
  868. ;
  870. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  871. }
  872. }
  873. }
  875. $mailData['fullname'] = $userDetails['name'];
  877. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  879. if ($thread->getThreadType() == 'reply') {
  880. if ($thread->getCreatedBy() == 'customer') {
  881. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  882. $event
  883. ->setTicket($ticket)
  884. ;
  885. } else if ($thread->getCreatedBy() == 'collaborator') {
  886. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  887. $event
  888. ->setTicket($ticket)
  889. ;
  890. } else {
  891. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  892. $event
  893. ->setTicket($ticket)
  894. ;
  895. }
  896. }
  898. // Trigger thread reply event
  899. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  900. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  901. return [
  902. 'message' => "The contents of this email has already been processed 3.",
  903. 'content' => [
  904. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  905. 'thread' => ! empty($thread) ? $thread->getId() : null,
  906. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  907. ],
  908. ];
  909. }
  911. return [
  912. 'message' => "Inbound email processed successfully.",
  913. 'content' => [
  914. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  915. 'thread' => ! empty($thread) ? $thread->getId() : null,
  916. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  917. ],
  918. ];
  919. }
  920. }