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

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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. class MailboxService
  24. {
  25. const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
  27. private $parser;
  28. private $container;
  29. private $requestStack;
  30. private $entityManager;
  31. private $mailboxCollection = [];
  33. public function __construct(ContainerInterface $container, RequestStack $requestStack, EntityManagerInterface $entityManager, SwiftMailerService $swiftMailer)
  34. {
  35. $this->container = $container;
  36. $this->requestStack = $requestStack;
  37. $this->entityManager = $entityManager;
  38. $this->swiftMailer = $swiftMailer;
  39. }
  41. public function getPathToConfigurationFile()
  42. {
  43. return $this->container->get('kernel')->getProjectDir() . self::PATH_TO_CONFIG;
  44. }
  46. public function createConfiguration($params)
  47. {
  48. $configuration = new MailboxConfigurations\MailboxConfiguration($params);
  50. return $configuration ?? null;
  51. }
  53. public function parseMailboxConfigurations(bool $ignoreInvalidAttributes = false)
  54. {
  55. $path = $this->getPathToConfigurationFile();
  57. if (! file_exists($path)) {
  58. throw new \Exception("File '$path' not found.");
  59. }
  61. // Read configurations from package config.
  62. $mailboxConfiguration = new MailboxConfiguration();
  64. foreach (Yaml::parse(file_get_contents($path))['uvdesk_mailbox']['mailboxes'] ?? [] as $id => $params) {
  65. // Swiftmailer Configuration
  67. $swiftMailerConfigurations = $this->swiftMailer->parseSwiftMailerConfigurations() ?? null;
  69. if (isset($params['smtp_swift_mailer_server'])) {
  70. foreach ($swiftMailerConfigurations as $configuration) {
  71. if ($configuration->getId() == $params['smtp_swift_mailer_server']['mailer_id']) {
  72. $swiftMailerConfiguration = $configuration;
  73. break;
  74. }
  75. }
  76. }
  78. // IMAP Configuration
  79. $imapConfiguration = null;
  81. if (! empty($params['imap_server'])) {
  82. $imapConfiguration = IMAP\Configuration::guessTransportDefinition($params['imap_server']);
  84. if ($imapConfiguration instanceof IMAP\Transport\AppTransportConfigurationInterface) {
  85. $imapConfiguration
  86. ->setClient($params['imap_server']['client'])
  87. ->setUsername($params['imap_server']['username'])
  88. ;
  89. } else if ($imapConfiguration instanceof IMAP\Transport\SimpleTransportConfigurationInterface) {
  90. $imapConfiguration
  91. ->setUsername($params['imap_server']['username'])
  92. ;
  93. } else {
  94. $imapConfiguration
  95. ->setUsername($params['imap_server']['username'])
  96. ->setPassword($params['imap_server']['password'])
  97. ;
  98. }
  99. }
  101. // SMTP Configuration
  102. $smtpConfiguration = null;
  104. if (
  105. ! empty($params['smtp_server'])
  106. && !isset($params['smtp_server']['mailer_id'])
  107. ) {
  108. $smtpConfiguration = SMTP\Configuration::guessTransportDefinition($params['smtp_server']);
  110. if ($smtpConfiguration instanceof SMTP\Transport\AppTransportConfigurationInterface) {
  111. $smtpConfiguration
  112. ->setClient($params['smtp_server']['client'])
  113. ->setUsername($params['smtp_server']['username'])
  114. ;
  115. } else if ($smtpConfiguration instanceof SMTP\Transport\ResolvedTransportConfigurationInterface) {
  116. $smtpConfiguration
  117. ->setUsername($params['smtp_server']['username'])
  118. ->setPassword($params['smtp_server']['password'])
  119. ;
  120. } else {
  121. $smtpConfiguration
  122. ->setHost($params['smtp_server']['host'])
  123. ->setPort($params['smtp_server']['port'])
  124. ->setUsername($params['smtp_server']['username'])
  125. ->setPassword($params['smtp_server']['password'])
  126. ;
  128. if (! empty($params['smtp_server']['sender_address'])) {
  129. $smtpConfiguration
  130. ->setSenderAddress($params['smtp_server']['sender_address'])
  131. ;
  132. }
  133. }
  134. }
  136. // Mailbox Configuration
  137. ($mailbox = new Mailbox($id))
  138. ->setName($params['name'])
  139. ->setIsEnabled($params['enabled']);
  141. if (! empty($imapConfiguration)) {
  142. $mailbox
  143. ->setImapConfiguration($imapConfiguration)
  144. ;
  145. }
  147. if (! empty($smtpConfiguration)) {
  148. $mailbox
  149. ->setSmtpConfiguration($smtpConfiguration)
  150. ;
  151. }
  153. if (! empty($swiftMailerConfiguration)) {
  154. $mailbox->setSwiftMailerConfiguration($swiftMailerConfiguration);
  155. } else if (! empty($params['smtp_server']['mailer_id']) && true === $ignoreInvalidAttributes) {
  156. $mailbox->setSwiftMailerConfiguration($swiftmailerService->createConfiguration('smtp', $params['smtp_server']['mailer_id']));
  157. }
  159. $mailboxConfiguration->addMailbox($mailbox);
  160. }
  162. return $mailboxConfiguration;
  163. }
  165. private function getParser()
  166. {
  167. if (empty($this->parser)) {
  168. $this->parser = new EmailParser();
  169. }
  171. return $this->parser;
  172. }
  174. private function getLoadedEmailContentParser($emailContents = null, $cacheContent = true): ?EmailParser
  175. {
  176. if (empty($emailContents)) {
  177. return $this->emailParser ?? null;
  178. }
  180. $emailParser = new EmailParser();
  181. $emailParser
  182. ->setText($emailContents)
  183. ;
  185. if ($cacheContent) {
  186. $this->emailParser = $emailParser;
  187. }
  189. return $emailParser;
  190. }
  192. private function getRegisteredMailboxes()
  193. {
  194. if (empty($this->mailboxCollection)) {
  195. $this->mailboxCollection = array_map(function ($mailboxId) {
  196. return $this->container->getParameter("uvdesk.mailboxes.$mailboxId");
  197. }, $this->container->getParameter('uvdesk.mailboxes'));
  198. }
  200. return $this->mailboxCollection;
  201. }
  203. public function getRegisteredMailboxesById()
  204. {
  205. // Fetch existing content in file
  206. $filePath = $this->getPathToConfigurationFile();
  207. $file_content = file_get_contents($filePath);
  209. // Convert yaml file content into array and merge existing mailbox and new mailbox
  210. $file_content_array = Yaml::parse($file_content, 6);
  212. if ($file_content_array['uvdesk_mailbox']['mailboxes']) {
  213. foreach ($file_content_array['uvdesk_mailbox']['mailboxes'] as $key => $value) {
  214. $value['mailbox_id'] = $key;
  215. $mailboxCollection[] = $value;
  216. }
  217. }
  219. return $mailboxCollection ?? [];
  220. }
  222. public function getEmailAddresses($collection)
  223. {
  224. $formattedCollection = array_map(function ($emailAddress) {
  225. if (filter_var($emailAddress['address'], FILTER_VALIDATE_EMAIL)) {
  226. return $emailAddress['address'];
  227. }
  229. return null;
  230. }, (array) $collection);
  232. $filteredCollection = array_values(array_filter($formattedCollection));
  234. return count($filteredCollection) == 1 ? $filteredCollection[0] : $filteredCollection;
  235. }
  237. public function parseAddress($type)
  238. {
  239. $addresses = mailparse_rfc822_parse_addresses($this->getParser()->getHeader($type));
  241. return $addresses ?: false;
  242. }
  244. public function getEmailAddress($addresses)
  245. {
  246. foreach ((array) $addresses as $address) {
  247. if (filter_var($address['address'], FILTER_VALIDATE_EMAIL)) {
  248. return $address['address'];
  249. }
  250. }
  252. return null;
  253. }
  255. public function getMailboxByEmail($email)
  256. {
  257. foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  258. if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  259. return $registeredMailbox;
  260. }
  261. }
  263. throw new \Exception("No mailbox found for email '$email'");
  264. }
  266. public function getMailboxByToEmail($email)
  267. {
  268. foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  269. if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  270. return true;
  271. }
  272. }
  274. return false;
  275. }
  277. private function searchTicketSubjectReference($senderEmail, $messageSubject) {
  279. // Search Criteria: Find ticket based on subject
  280. if (
  281. ! empty($senderEmail)
  282. && ! empty($messageSubject)
  283. ) {
  284. $threadRepository = $this->entityManager->getRepository(Thread::class);
  285. $ticket = $threadRepository->findTicketBySubject($senderEmail, $messageSubject);
  287. if ($ticket != null) {
  288. return $ticket;
  289. }
  290. }
  292. return null;
  293. }
  295. private function searchExistingTickets(array $criterias = [])
  296. {
  297. if (empty($criterias)) {
  298. return null;
  299. }
  301. $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  302. $threadRepository = $this->entityManager->getRepository(Thread::class);
  304. foreach ($criterias as $criteria => $criteriaValue) {
  305. if (empty($criteriaValue)) {
  306. continue;
  307. }
  309. switch ($criteria) {
  310. case 'messageId':
  311. // Search Criteria 1: Find ticket by unique message id
  312. $ticket = $ticketRepository->findOneByReferenceIds($criteriaValue);
  314. if (! empty($ticket)) {
  315. return $ticket;
  316. } else {
  317. $thread = $threadRepository->findOneByMessageId($criteriaValue);
  319. if (! empty($thread)) {
  320. return $thread->getTicket();
  321. }
  322. }
  324. break;
  325. case 'outlookConversationId':
  326. // Search Criteria 1: Find ticket by unique message id
  327. $ticket = $ticketRepository->findOneByOutlookConversationId($criteriaValue);
  329. if (! empty($ticket)) {
  330. return $ticket;
  331. }
  333. break;
  334. case 'inReplyTo':
  335. // Search Criteria 2: Find ticket based on in-reply-to reference id
  336. $ticket = $this->entityManager->getRepository(Thread::class)->findThreadByRefrenceId($criteriaValue);
  338. if (! empty($ticket)) {
  339. return $ticket;
  340. } else {
  341. $thread = $threadRepository->findOneByMessageId($criteriaValue);
  343. if (! empty($thread)) {
  344. return $thread->getTicket();
  345. }
  346. }
  347. break;
  348. case 'referenceIds':
  349. // Search Criteria 3: Find ticket based on reference id
  350. // Break references into ind. message id collection, and iteratively
  351. // search for existing threads for these message ids.
  352. $referenceIds = explode(' ', $criteriaValue);
  354. foreach ($referenceIds as $messageId) {
  355. $thread = $threadRepository->findOneByMessageId($messageId);
  357. if (! empty($thread)) {
  358. return $thread->getTicket();
  359. }
  360. }
  361. break;
  362. default:
  363. break;
  364. }
  365. }
  367. return null;
  368. }
  370. public function processMail($rawEmail)
  371. {
  372. $mailData = [];
  373. $parser = $this->getParser();
  374. $parser->setText($rawEmail);
  376. $from = $this->parseAddress('from') ?: $this->parseAddress('sender');
  377. $addresses = [
  378. 'from' => $this->getEmailAddress($from),
  379. 'to' => empty($this->parseAddress('X-Forwarded-To')) ? $this->parseAddress('to') : $this->parseAddress('X-Forwarded-To'),
  380. 'cc' => $this->parseAddress('cc'),
  381. 'delivered-to' => $this->parseAddress('delivered-to'),
  382. ];
  384. if (empty($addresses['from'])) {
  385. return [
  386. 'message' => "No 'from' email address was found while processing contents of email.",
  387. 'content' => [],
  388. ];
  389. } else {
  390. if (! empty($addresses['delivered-to'])) {
  391. $addresses['to'] = array_map(function($address) {
  392. return $address['address'];
  393. }, $addresses['delivered-to']);
  394. } else if (! empty($addresses['to'])) {
  395. $addresses['to'] = array_map(function($address) {
  396. return $address['address'];
  397. }, $addresses['to']);
  398. } else if (! empty($addresses['cc'])) {
  399. $addresses['to'] = array_map(function($address) {
  400. return $address['address'];
  401. }, $addresses['cc']);
  402. }
  404. // Skip email processing if no to-emails are specified
  405. if (empty($addresses['to'])) {
  406. return [
  407. 'message' => "No 'to' email addresses were found in the email.",
  408. 'content' => [
  409. 'from' => ! empty($addresses['from']) ? $addresses['from'] : null,
  410. ],
  411. ];
  412. }
  414. // Skip email processing if email is an auto-forwarded message to prevent infinite loop.
  415. if ($parser->getHeader('precedence') || $parser->getHeader('x-autoreply') || $parser->getHeader('x-autorespond') || 'auto-replied' == $parser->getHeader('auto-submitted')) {
  416. return [
  417. 'message' => "Received an auto-forwarded email which can lead to possible infinite loop of email exchanges. Skipping email from further processing.",
  418. 'content' => [
  419. 'from' => ! empty($addresses['from']) ? $addresses['from'] : null,
  420. ],
  421. ];
  422. }
  424. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  425. try {
  426. $this->getMailboxByEmail($addresses['from']);
  428. return [
  429. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  430. 'content' => [
  431. 'from' => !empty($addresses['from']) ? $addresses['from'] : null,
  432. ],
  433. ];
  434. } catch (\Exception $e) {
  435. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  436. }
  437. }
  439. $mailData['replyTo'] = '';
  441. foreach ($addresses['to'] as $mailboxEmail){
  442. if ($this->getMailboxByToEmail(strtolower($mailboxEmail))) {
  443. $mailData['replyTo'] = $mailboxEmail;
  444. }
  445. }
  447. // Process Mail - References
  448. $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  449. $mailData['replyTo'] = $addresses['to'];
  450. $mailData['messageId'] = $parser->getHeader('message-id') ?: null;
  451. $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  452. $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  453. $mailData['cc'] = array_filter(explode(',', $parser->getHeader('cc'))) ?: [];
  454. $mailData['bcc'] = array_filter(explode(',', $parser->getHeader('bcc'))) ?: [];
  456. // Process Mail - User Details
  457. $mailData['source'] = 'email';
  458. $mailData['createdBy'] = 'customer';
  459. $mailData['role'] = 'ROLE_CUSTOMER';
  460. $mailData['from'] = $addresses['from'];
  461. $mailData['name'] = trim(current(explode('@', $from[0]['display'])));
  463. // Process Mail - Content
  464. try {
  465. $htmlFilter = new HTMLFilter();
  466. $mailData['subject'] = $parser->getHeader('subject');
  467. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('htmlEmbedded')));
  468. $mailData['attachments'] = $parser->getAttachments();
  469. } catch(\Exception $e) {
  470. return [
  471. 'error' => true,
  472. 'message' => $e->getMessage(),
  473. ];
  474. }
  476. if (! $mailData['message']) {
  477. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('text')));
  478. }
  480. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  482. if (! empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  483. return [
  484. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  485. 'content' => [
  486. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  487. ],
  488. ];
  489. }
  491. // Search for any existing tickets
  492. $ticket = $this->searchExistingTickets([
  493. 'messageId' => $mailData['messageId'],
  494. 'inReplyTo' => $mailData['inReplyTo'],
  495. 'referenceIds' => $mailData['referenceIds'],
  496. 'from' => $mailData['from'],
  497. 'subject' => $mailData['subject'],
  498. ]);
  500. if (empty($ticket)) {
  501. $mailData['threadType'] = 'create';
  502. $mailData['referenceIds'] = $mailData['messageId'];
  504. // @Todo For same subject with same customer check
  505. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  507. // if (!empty($ticketSubjectReferenceExist)) {
  508. // return;
  509. // }
  511. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  513. // Trigger ticket created event
  514. $event = new CoreWorkflowEvents\Ticket\Create();
  515. $event
  516. ->setTicket($thread->getTicket())
  517. ;
  519. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  520. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  521. $mailData['threadType'] = 'reply';
  522. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  523. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  524. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  526. if (!empty($thread)) {
  527. // Thread with the same message id exists skip process.
  528. return [
  529. 'message' => "The contents of this email has already been processed.",
  530. 'content' => [
  531. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  532. 'thread' => $thread->getId(),
  533. 'ticket' => $ticket->getId(),
  534. ],
  535. ];
  536. }
  538. if (in_array($mailData['messageId'], $referenceIds)) {
  539. // Thread with the same message id exists skip process.
  540. return [
  541. 'message' => "The contents of this email has already been processed.",
  542. 'content' => [
  543. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  544. ],
  545. ];
  546. }
  548. if (
  549. $ticket->getCustomer()
  550. && $ticket->getCustomer()->getEmail() == $mailData['from']
  551. ) {
  552. // Reply from customer
  553. $user = $ticket->getCustomer();
  555. $mailData['user'] = $user;
  556. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  557. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  558. // Reply from collaborator
  559. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  561. $mailData['user'] = $user;
  562. $mailData['createdBy'] = 'collaborator';
  563. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  564. } else {
  565. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  567. if (
  568. ! empty($user)
  569. && null != $user->getAgentInstance()
  570. ) {
  571. $mailData['user'] = $user;
  572. $mailData['createdBy'] = 'agent';
  573. $userDetails = $user->getAgentInstance()->getPartialDetails();
  574. } else {
  575. // Add user as a ticket collaborator
  576. if (empty($user)) {
  577. // Create a new user instance with customer support role
  578. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  580. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  581. 'source' => 'email',
  582. 'active' => true
  583. ]);
  584. }
  586. $mailData['user'] = $user;
  587. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  589. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  590. $ticket->addCollaborator($user);
  592. $this->entityManager->persist($ticket);
  593. $this->entityManager->flush();
  595. $ticket->lastCollaborator = $user;
  597. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  598. $event
  599. ->setTicket($ticket)
  600. ;
  602. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  603. }
  604. }
  605. }
  607. $mailData['fullname'] = $userDetails['name'];
  609. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  611. if ($thread->getThreadType() == 'reply') {
  612. if ($thread->getCreatedBy() == 'customer') {
  613. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  614. $event
  615. ->setTicket($ticket)
  616. ;
  617. } else if ($thread->getCreatedBy() == 'collaborator') {
  618. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  619. $event
  620. ->setTicket($ticket)
  621. ;
  622. } else {
  623. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  624. $event
  625. ->setTicket($ticket)
  626. ;
  627. }
  628. }
  630. // Trigger thread reply event
  631. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  632. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  633. return [
  634. 'message' => "The contents of this email has already been processed.",
  635. 'content' => [
  636. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  637. 'thread' => ! empty($thread) ? $thread->getId() : null,
  638. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  639. ],
  640. ];
  641. }
  643. return [
  644. 'message' => "Inbound email processed successfully.",
  645. 'content' => [
  646. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  647. 'thread' => ! empty($thread) ? $thread->getId() : null,
  648. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  649. ],
  650. ];
  651. }
  653. public function processOutlookMail(array $outlookEmail)
  654. {
  655. $mailData = [];
  656. $senderName = null;
  657. $senderAddress = null;
  659. if (! empty($outlookEmail['from']['emailAddress']['address'])) {
  660. $senderName = $outlookEmail['from']['emailAddress']['name'];
  661. $senderAddress = $outlookEmail['from']['emailAddress']['address'];
  662. } else if (! empty($outlookEmail['sender']['emailAddress']['address'])) {
  663. $senderName = $outlookEmail['sender']['emailAddress']['name'];
  664. $senderAddress = $outlookEmail['sender']['emailAddress']['address'];
  665. } else {
  666. return [
  667. 'message' => "No 'from' email address was found while processing contents of email.",
  668. 'content' => [],
  669. ];
  670. }
  672. $toRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['toRecipients']);
  673. $ccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['ccRecipients'] ?? []);
  674. $bccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['bccRecipients'] ?? []);
  676. $addresses = [
  677. 'from' => $senderAddress,
  678. 'to' => $toRecipients,
  679. 'cc' => $ccRecipients,
  680. ];
  682. // Skip email processing if no to-emails are specified
  683. if (empty($addresses['to'])) {
  684. return [
  685. 'message' => "No 'to' email addresses were found in the email.",
  686. 'content' => [
  687. 'from' => $senderAddress ?? null,
  688. ],
  689. ];
  690. }
  692. // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  693. try {
  694. $this->getMailboxByEmail($senderAddress);
  696. return [
  697. 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.",
  698. 'content' => [
  699. 'from' => $senderAddress ?? null,
  700. ],
  701. ];
  702. } catch (\Exception $e) {
  703. // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  704. }
  706. // Process Mail - References
  707. // $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  708. $mailData['replyTo'] = $addresses['to'];
  710. $mailData['messageId'] = $outlookEmail['internetMessageId'];
  711. $mailData['outlookConversationId'] = $outlookEmail['conversationId'];
  712. $mailData['inReplyTo'] = $outlookEmail['conversationId'];
  713. // $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  714. $mailData['referenceIds'] = '';
  715. // $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  716. $mailData['cc'] = $ccRecipients;
  717. $mailData['bcc'] = $bccRecipients;
  719. // Process Mail - User Details
  720. $mailData['source'] = 'email';
  721. $mailData['createdBy'] = 'customer';
  722. $mailData['role'] = 'ROLE_CUSTOMER';
  723. $mailData['from'] = $senderAddress;
  724. $mailData['name'] = trim($senderName);
  726. // Process Mail - Content
  727. $htmlFilter = new HTMLFilter();
  728. $mailData['subject'] = $outlookEmail['subject'];
  729. $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($outlookEmail['body']['content']));
  731. $mailData['attachments'] = [];
  732. $mailData['attachmentContent'] = isset($outlookEmail['outlookAttachments']) ? $outlookEmail['outlookAttachments'] : [];
  734. $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  736. if (
  737. ! empty($mailData['from'])
  738. && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)
  739. ) {
  740. return [
  741. 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.",
  742. 'content' => [
  743. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  744. ],
  745. ];
  746. }
  748. // return [
  749. // 'outlookConversationId' => $mailData['outlookConversationId'],
  750. // 'message' => "No 'to' email addresses were found in the email.",
  751. // 'content' => [
  752. // 'outlookConversationId' => $mailData['outlookConversationId'],
  753. // ],
  754. // ];
  756. // Search for any existing tickets
  757. $ticket = $this->searchExistingTickets([
  758. 'messageId' => $mailData['messageId'],
  759. 'inReplyTo' => $mailData['inReplyTo'],
  760. 'referenceIds' => $mailData['referenceIds'],
  761. 'from' => $mailData['from'],
  762. 'subject' => $mailData['subject'],
  763. 'outlookConversationId' => $mailData['outlookConversationId'],
  764. ]);
  766. if (empty($ticket)) {
  767. $mailData['threadType'] = 'create';
  768. $mailData['referenceIds'] = $mailData['messageId'];
  770. // @Todo For same subject with same customer check
  771. // $ticketSubjectReferenceExist = $this->searchTicketSubjectReference($mailData['from'], $mailData['subject']);
  773. // if(!empty($ticketSubjectReferenceExist)) {
  774. // return;
  775. // }
  777. $thread = $this->container->get('ticket.service')->createTicket($mailData);
  779. // Trigger ticket created event
  780. $event = new CoreWorkflowEvents\Ticket\Create();
  781. $event
  782. ->setTicket($thread->getTicket())
  783. ;
  785. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  786. } else if (
  787. false === $ticket->getIsTrashed()
  788. && strtolower($ticket->getStatus()->getCode()) != 'spam'
  789. && ! empty($mailData['inReplyTo'])
  790. ) {
  791. $mailData['threadType'] = 'reply';
  792. $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  793. $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  794. $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  796. if (! empty($thread)) {
  797. // Thread with the same message id exists skip process.
  798. return [
  799. 'message' => "The contents of this email has already been processed 1.",
  800. 'content' => [
  801. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  802. 'thread' => $thread->getId(),
  803. 'ticket' => $ticket->getId(),
  804. ],
  805. ];
  806. }
  808. if (in_array($mailData['messageId'], $referenceIds)) {
  809. // Thread with the same message id exists skip process.
  810. return [
  811. 'message' => "The contents of this email has already been processed 2.",
  812. 'content' => [
  813. 'from' => !empty($mailData['from']) ? $mailData['from'] : null,
  814. ],
  815. ];
  816. }
  818. if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  819. // Reply from customer
  820. $user = $ticket->getCustomer();
  822. $mailData['user'] = $user;
  823. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  824. } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  825. // Reply from collaborator
  826. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  828. $mailData['user'] = $user;
  829. $mailData['createdBy'] = 'collaborator';
  830. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  831. } else {
  832. $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  833. if (! empty($user) && null != $user->getAgentInstance()) {
  834. $mailData['user'] = $user;
  835. $mailData['createdBy'] = 'agent';
  836. $userDetails = $user->getAgentInstance()->getPartialDetails();
  837. } else {
  838. // Add user as a ticket collaborator
  839. if (empty($user)) {
  840. // Create a new user instance with customer support role
  841. $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  843. $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  844. 'source' => 'email',
  845. 'active' => true
  846. ]);
  847. }
  849. $mailData['user'] = $user;
  850. $userDetails = $user->getCustomerInstance()->getPartialDetails();
  852. if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  853. $ticket->addCollaborator($user);
  855. $this->entityManager->persist($ticket);
  856. $this->entityManager->flush();
  858. $ticket->lastCollaborator = $user;
  860. $event = new CoreWorkflowEvents\Ticket\Collaborator();
  861. $event
  862. ->setTicket($ticket)
  863. ;
  865. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  866. }
  867. }
  868. }
  870. $mailData['fullname'] = $userDetails['name'];
  872. $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  874. if ($thread->getThreadType() == 'reply') {
  875. if ($thread->getCreatedBy() == 'customer') {
  876. $event = new CoreWorkflowEvents\Ticket\CustomerReply();
  877. $event
  878. ->setTicket($ticket)
  879. ;
  880. } else if ($thread->getCreatedBy() == 'collaborator') {
  881. $event = new CoreWorkflowEvents\Ticket\CollaboratorReply();
  882. $event
  883. ->setTicket($ticket)
  884. ;
  885. } else {
  886. $event = new CoreWorkflowEvents\Ticket\AgentReply();
  887. $event
  888. ->setTicket($ticket)
  889. ;
  890. }
  891. }
  893. // Trigger thread reply event
  894. $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  895. } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  896. return [
  897. 'message' => "The contents of this email has already been processed 3.",
  898. 'content' => [
  899. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  900. 'thread' => ! empty($thread) ? $thread->getId() : null,
  901. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  902. ],
  903. ];
  904. }
  906. return [
  907. 'message' => "Inbound email processed successfully.",
  908. 'content' => [
  909. 'from' => ! empty($mailData['from']) ? $mailData['from'] : null,
  910. 'thread' => ! empty($thread) ? $thread->getId() : null,
  911. 'ticket' => ! empty($ticket) ? $ticket->getId() : null,
  912. ],
  913. ];
  914. }
  915. }