Newer
Older
<?php
/*********************************************************************
class.thread.php
Ticket thread
XXX: Please DO NOT add any ticket related logic! use ticket class.
Peter Rotich <peter@osticket.com>
http://www.osticket.com
Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
include_once(INCLUDE_DIR.'class.ticket.php');
include_once(INCLUDE_DIR.'class.draft.php');
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
//Ticket thread.
class Thread {
var $id; // same as ticket ID.
var $ticket;
function Thread($ticket) {
$this->ticket = $ticket;
$this->id = 0;
$this->load();
}
function load() {
if(!$this->getTicketId())
return null;
$sql='SELECT ticket.ticket_id as id '
.' ,count(DISTINCT attach.attach_id) as attachments '
.' ,count(DISTINCT message.id) as messages '
.' ,count(DISTINCT response.id) as responses '
.' ,count(DISTINCT note.id) as notes '
.' FROM '.TICKET_TABLE.' ticket '
.' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ('
.'ticket.ticket_id=attach.ticket_id) '
.' LEFT JOIN '.TICKET_THREAD_TABLE.' message ON ('
."ticket.ticket_id=message.ticket_id AND message.thread_type = 'M') "
.' LEFT JOIN '.TICKET_THREAD_TABLE.' response ON ('
."ticket.ticket_id=response.ticket_id AND response.thread_type = 'R') "
.' LEFT JOIN '.TICKET_THREAD_TABLE.' note ON ( '
."ticket.ticket_id=note.ticket_id AND note.thread_type = 'N') "
.' WHERE ticket.ticket_id='.db_input($this->getTicketId())
.' GROUP BY ticket.ticket_id';
if(!($res=db_query($sql)) || !db_num_rows($res))
return false;
$this->ht = db_fetch_array($res);
$this->id = $this->ht['id'];
return true;
}
function getId() {
return $this->id;
}
function getTicketId() {
return $this->getTicket()?$this->getTicket()->getId():0;
}
function getTicket() {
return $this->ticket;
}
function getNumAttachments() {
return $this->ht['attachments'];
}
function getNumMessages() {
return $this->ht['messages'];
}
function getNumResponses() {
return $this->ht['responses'];
}
function getNumNotes() {
return $this->ht['notes'];
}
function getCount() {
return $this->getNumMessages() + $this->getNumResponses();
}
function getMessages() {
return $this->getEntries('M');
}
function getResponses() {
return $this->getEntries('R');
}
function getNotes() {
return $this->getEntries('N');
}
function getEntries($type, $order='ASC') {
if(!$order || !in_array($order, array('DESC','ASC')))
$order='ASC';
Peter Rotich
committed
$sql='SELECT thread.*
, COALESCE(user.name,
IF(staff.staff_id,
CONCAT_WS(" ", staff.firstname, staff.lastname),
NULL)) as name '
.' ,count(DISTINCT attach.attach_id) as attachments '
.' FROM '.TICKET_THREAD_TABLE.' thread '
Peter Rotich
committed
.' LEFT JOIN '.USER_TABLE.' user
ON (thread.user_id=user.id) '
.' LEFT JOIN '.STAFF_TABLE.' staff
ON (thread.staff_id=staff.staff_id) '
.' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach
ON (thread.ticket_id=attach.ticket_id
.' WHERE thread.ticket_id='.db_input($this->getTicketId());
if($type && is_array($type))
$sql.=' AND thread.thread_type IN('.implode(',', db_input($type)).')';
elseif($type)
$sql.=' AND thread.thread_type='.db_input($type);
$sql.=' GROUP BY thread.id '
.' ORDER BY thread.created '.$order;
$entries = array();
if(($res=db_query($sql)) && db_num_rows($res)) {
while($rec=db_fetch_array($res)) {
$rec['body'] = ThreadBody::fromFormattedText($rec['body'], $rec['format']);
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
return $entries;
}
function getEntry($id) {
return ThreadEntry::lookup($id, $this->getTicketId());
}
function addNote($vars, &$errors) {
//Add ticket Id.
$vars['ticketId'] = $this->getTicketId();
return Note::create($vars, $errors);
}
function addMessage($vars, &$errors) {
$vars['ticketId'] = $this->getTicketId();
$vars['staffId'] = 0;
return Message::create($vars, $errors);
}
function addResponse($vars, &$errors) {
$vars['ticketId'] = $this->getTicketId();
return Response::create($vars, $errors);
}
function deleteAttachments() {
$deleted=0;
// Clear reference table
$res=db_query('DELETE FROM '.TICKET_ATTACHMENT_TABLE.' WHERE ticket_id='.db_input($this->getTicketId()));
if ($res && db_affected_rows())
$deleted = AttachmentFile::deleteOrphans();
return $deleted;
}
function delete() {
$sql = 'UPDATE '.TICKET_EMAIL_INFO_TABLE.' mid
INNER JOIN '.TICKET_THREAD_TABLE.' thread ON (thread.id = mid.thread_id)
SET mid.headers = null WHERE thread.ticket_id = '
.db_input($this->getTicketId());
$res=db_query('DELETE FROM '.TICKET_THREAD_TABLE.' WHERE ticket_id='.db_input($this->getTicketId()));
if(!$res || !db_affected_rows())
return false;
$this->deleteAttachments();
return true;
}
/* static */
function lookup($ticket) {
return ($ticket
&& is_object($ticket)
&& ($thread = new Thread($ticket))
&& $thread->getId()
)?$thread:null;
}
function getVar($name) {
switch ($name) {
case 'original':
return Message::firstByTicketId($this->ticket->getId())
->getBody();
break;
case 'last_message':
case 'lastmessage':
return $this->ticket->getLastMessage()->getBody();
break;
}
}
Class ThreadEntry {
var $id;
var $ht;
var $staff;
var $ticket;
function ThreadEntry($id, $type='', $ticketId=0) {
$this->load($id, $type, $ticketId);
}
function load($id=0, $type='', $ticketId=0) {
if(!$id && !($id=$this->getId()))
return false;
$sql='SELECT thread.*, info.email_mid, info.headers '
.' ,count(DISTINCT attach.attach_id) as attachments '
.' FROM '.TICKET_THREAD_TABLE.' thread '
ON (thread.id=info.thread_id) '
.' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach
ON (thread.ticket_id=attach.ticket_id
.' WHERE thread.id='.db_input($id);
if($type)
$sql.=' AND thread.thread_type='.db_input($type);
if($ticketId)
$sql.=' AND thread.ticket_id='.db_input($ticketId);
$sql.=' GROUP BY thread.id ';
if(!($res=db_query($sql)) || !db_num_rows($res))
return false;
$this->ht = db_fetch_array($res);
$this->id = $this->ht['id'];
$this->staff = $this->ticket = null;
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
return true;
}
function reload() {
return $this->load();
}
function getId() {
return $this->id;
}
function getPid() {
return $this->ht['pid'];
}
function getType() {
return $this->ht['thread_type'];
}
function getSource() {
return $this->ht['source'];
}
function getPoster() {
return $this->ht['poster'];
}
function getTitle() {
return $this->ht['title'];
}
function getBody() {
return ThreadBody::fromFormattedText($this->ht['body'], $this->ht['format']);
function setBody($body) {
global $cfg;
if (!$body instanceof ThreadBody) {
if ($cfg->isHtmlThreadEnabled())
$body = new HtmlThreadBody($body);
else
$body = new TextThreadBody($body);
}
$sql='UPDATE '.TICKET_THREAD_TABLE.' SET updated=NOW()'
.',format='.db_input($body->getType())
.',body='.db_input((string) $body)
.' WHERE id='.db_input($this->getId());
return db_query($sql) && db_affected_rows();
}
function getCreateDate() {
return $this->ht['created'];
}
function getUpdateDate() {
return $this->ht['updated'];
}
function getNumAttachments() {
return $this->ht['attachments'];
}
function getTicketId() {
return $this->ht['ticket_id'];
}
function getEmailMessageId() {
return $this->ht['email_mid'];
}
function getEmailHeaderArray() {
require_once(INCLUDE_DIR.'class.mailparse.php');
if (!isset($this->ht['@headers']))
$this->ht['@headers'] = Mail_Parse::splitHeaders($this->ht['headers']);
return $this->ht['@headers'];
}
function getEmailReferences() {
if (!isset($this->_references)) {
$headers = self::getEmailHeaderArray();
if (isset($headers['References']) && $headers['References'])
$this->_references = $headers['References']." ";
$this->_references .= $this->getEmailMessageId();
}
return $this->_references;
}
function getTaggedEmailReferences($prefix, $refId) {
$ref = "+$prefix".Base32::encode(pack('VV', $this->getId(), $refId));
$mid = substr_replace($this->getEmailMessageId(),
$ref, strpos($this->getEmailMessageId(), '@'), 0);
return sprintf('%s %s', $this->getEmailReferences(), $mid);
}
function getEmailReferencesForUser($user) {
return $this->getTaggedEmailReferences('u',
($user instanceof Collaborator)
? $user->getUserId()
: $user->getId());
}
function getEmailReferencesForStaff($staff) {
return $this->getTaggedEmailReferences('s', $staff->getId());
}
function getUIDFromEmailReference($ref) {
$info = unpack('Vtid/Vuid',
Base32::decode(strtolower(substr($ref, -13))));
if ($info && $info['tid'] == $this->getId())
return $info['uid'];
}
function getTicket() {
if(!$this->ticket && $this->getTicketId())
$this->ticket = Ticket::lookup($this->getTicketId());
return $this->ticket;
}
function getStaffId() {
return $this->ht['staff_id'];
}
function getStaff() {
if(!$this->staff && $this->getStaffId())
$this->staff = Staff::lookup($this->getStaffId());
return $this->staff;
}
function getUserId() {
return $this->ht['user_id'];
}
function getUser() {
if (!isset($this->user))
$this->user = User::lookup($this->getUserId());
return $this->user;
}
function getEmailHeader() {
return $this->ht['headers'];
}
function isAutoReply() {
if (!isset($this->is_autoreply))
$this->is_autoreply = $this->getEmailHeaderArray()
? TicketFilter::isAutoReply($this->getEmailHeaderArray()) : false;
return $this->is_autoreply;
function isBounce() {
if (!isset($this->is_bounce))
$this->is_bounce = $this->getEmailHeaderArray()
? TicketFilter::isBounce($this->getEmailHeaderArray()) : false;
return $this->is_bounce;
function isBounceOrAutoReply() {
return ($this->isAutoReply() || $this->isBounce());
457
458
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
475
476
477
478
479
480
481
482
483
484
485
486
487
488
489
490
491
492
493
}
//Web uploads - caller is expected to format, validate and set any errors.
function uploadFiles($files) {
if(!$files || !is_array($files))
return false;
$uploaded=array();
foreach($files as $file) {
if($file['error'] && $file['error']==UPLOAD_ERR_NO_FILE)
continue;
if(!$file['error']
&& ($id=AttachmentFile::upload($file))
&& $this->saveAttachment($id))
$uploaded[]=$id;
else {
if(!$file['error'])
$error = 'Unable to upload file - '.$file['name'];
elseif(is_numeric($file['error']))
$error ='Error #'.$file['error']; //TODO: Transplate to string.
else
$error = $file['error'];
/*
Log the error as an internal note.
XXX: We're doing it here because it will eventually become a thread post comment (hint: comments coming!)
XXX: logNote must watch for possible loops
*/
$this->getTicket()->logNote('File Upload Error', $error, 'SYSTEM', false);
}
}
return $uploaded;
}
function importAttachments(&$attachments) {
if(!$attachments || !is_array($attachments))
return null;
$files = array();
foreach($attachments as &$attachment)
if(($id=$this->importAttachment($attachment)))
$files[] = $id;
return $files;
}
/* Emailed & API attachments handler */
function importAttachment(&$attachment) {
if(!$attachment || !is_array($attachment))
return null;
$id=0;
if ($attachment['error'] || !($id=$this->saveAttachment($attachment))) {
$error = $attachment['error'];
if(!$error)
$error = 'Unable to import attachment - '.$attachment['name'];
$this->getTicket()->logNote('File Import Error', $error, 'SYSTEM', false);
}
return $id;
}
/*
Save attachment to the DB.
@file is a mixed var - can be ID or file hashtable.
*/
if(!($fileId=is_numeric($file)?$file:AttachmentFile::save($file)))
return 0;
$inline = is_array($file) && @$file['inline'];
// TODO: Add a unique index to TICKET_ATTACHMENT_TABLE (file_id,
// ref_id), and remove this block
if ($id = db_result(db_query('SELECT attach_id FROM '.TICKET_ATTACHMENT_TABLE
.' WHERE file_id='.db_input($fileId).' AND ref_id='
.db_input($this->getId()))))
return $id;
$sql ='INSERT IGNORE INTO '.TICKET_ATTACHMENT_TABLE.' SET created=NOW() '
.' ,file_id='.db_input($fileId)
.' ,ticket_id='.db_input($this->getTicketId())
.' ,inline='.db_input($inline ? 1 : 0)
return (db_query($sql) && ($id=db_insert_id()))?$id:0;
}
function saveAttachments($files) {
$ids=array();
foreach($files as $file)
if(($id=$this->saveAttachment($file)))
$ids[] = $id;
return $ids;
}
function getAttachments() {
if($this->attachments)
return $this->attachments;
//XXX: inner join the file table instead?
$sql='SELECT a.attach_id, f.id as file_id, f.size, lower(f.`key`) as file_hash, f.name, a.inline '
.' FROM '.FILE_TABLE.' f '
.' INNER JOIN '.TICKET_ATTACHMENT_TABLE.' a ON(f.id=a.file_id) '
.' WHERE a.ticket_id='.db_input($this->getTicketId())
$this->attachments = array();
if(($res=db_query($sql)) && db_num_rows($res)) {
while($rec=db_fetch_array($res))
$this->attachments[] = $rec;
}
return $this->attachments;
}
function getAttachmentUrls($script='image.php') {
$json = array();
foreach ($this->getAttachments() as $att) {
$json[$att['file_hash']] = array(
'download_url' => sprintf('attachment.php?id=%d&h=%s', $att['attach_id'],
strtolower(md5($att['file_id'].session_id().$att['file_hash']))),
'filename' => $att['name'],
);
}
return $json;
}
function getAttachmentsLinks($file='attachment.php', $target='', $separator=' ') {
$str='';
foreach($this->getAttachments() as $attachment ) {
if ($attachment['inline'])
continue;
/* The hash can be changed but must match validation in @file */
$hash=md5($attachment['file_id'].session_id().$attachment['file_hash']);
$size = '';
if($attachment['size'])
$size=sprintf('<em>(%s)</em>', Format::file_size($attachment['size']));
$str.=sprintf('<a class="Icon file no-pjax" href="%s?id=%d&h=%s" target="%s">%s</a>%s %s',
$file, $attachment['attach_id'], $hash, $target, Format::htmlchars($attachment['name']), $size, $separator);
}
return $str;
}
/**
* postEmail
*
* After some security and sanity checks, attaches the body and subject
* of the message in reply to this thread item
*
* Parameters:
* mailinfo - (array) of information about the email, with at least the
* following keys
* - mid - (string) email message-id
* - name - (string) personal name of email originator
* - email - (string<email>) originating email address
* - subject - (string) email subject line (decoded)
* - body - (string) email message body (decoded)
*/
function postEmail($mailinfo) {
// +==================+===================+=============+
// | Orig Thread-Type | Reply Thread-Type | Requires |
// +==================+===================+=============+
// | * | Message (M) | From: Owner |
// | * | Note (N) | From: Staff |
// | Response (R) | Message (M) | |
// | Message (M) | Response (R) | From: Staff |
// +------------------+-------------------+-------------+
if (!$ticket = $this->getTicket())
// Kind of hard to continue a discussion without a ticket ...
return false;
// Make sure the email is NOT already fetched... (undeleted emails)
elseif ($this->getEmailMessageId() == $mailinfo['mid'])
// Reporting success so the email can be moved or deleted.
return true;
// Mail sent by this system will have a message-id format of
// <code-random-mailbox@domain.tld>
// where code is a predictable string based on the SECRET_SALT of
// this osTicket installation. If this incoming mail matches the
// code, then it very likely originated from this system and looped
@list($code) = explode('-', $mailinfo['mid'], 2);
if (0 === strcasecmp(ltrim($code, '<'), substr(md5('mail'.SECRET_SALT), -9))) {
// This mail was sent by this system. It was received due to
// some kind of mail delivery loop. It should not be considered
// a response to an existing thread entry
if ($ost) $ost->log(LOG_ERR, 'Email loop detected', sprintf(
'It appears as though <%s> is being used as a forwarded or
fetched email account and is also being used as a user /
system account. Please correct the loop or seek technical
assistance.', $mailinfo['email']),
// This is quite intentional -- don't continue the loop
false,
// Force the message, even if logging is disabled
true);
$vars = array(
'mid' => $mailinfo['mid'],
'header' => $mailinfo['header'],
'ticketId' => $ticket->getId(),
'poster' => $mailinfo['name'],
'origin' => 'Email',
'source' => 'Email',
'ip' => '',
'reply_to' => $this,
'recipients' => $mailinfo['recipients'],
'to-email-id' => $mailinfo['to-email-id'],
if (isset($mailinfo['attachments']))
$vars['attachments'] = $mailinfo['attachments'];
$body = $mailinfo['message'];
// Disambiguate if the user happens also to be a staff member of the
// system. The current ticket owner should _always_ post messages
// instead of notes or responses
if ($mailinfo['userId']
|| strcasecmp($mailinfo['email'], $ticket->getEmail()) == 0) {
$vars['message'] = $body;
$vars['userId'] = $mailinfo['userId'] ? $mailinfo['userId'] : $ticket->getUserId();
return $ticket->postMessage($vars, 'Email');
}
// XXX: Consider collaborator role
elseif ($mailinfo['staffId']
|| ($mailinfo['staffId'] = Staff::getIdByEmail($mailinfo['email']))) {
$vars['staffId'] = $mailinfo['staffId'];
$poster = Staff::lookup($mailinfo['staffId']);
$vars['note'] = $body;
return $ticket->postNote($vars, $errors, $poster);
}
elseif (Email::getIdByEmail($mailinfo['email'])) {
// Don't process the email -- it came FROM this system
return true;
}
// Support the mail parsing system declaring a thread-type
elseif (isset($mailinfo['thread-type'])) {
switch ($mailinfo['thread-type']) {
case 'N':
$vars['note'] = $body;
$poster = $mailinfo['email'];
return $ticket->postNote($vars, $errors, $poster);
}
}
// TODO: Consider security constraints
else {
//XXX: Are we potentially leaking the email address to
// collaborators?
$vars['message'] = sprintf("Received From: %s\n\n%s",
$mailinfo['email'], $body);
$vars['userId'] = 0; //Unknown user! //XXX: Assume ticket owner?
return $ticket->postMessage($vars, 'Email');
}
// Currently impossible, but indicate that this thread object could
// not append the incoming email.
return false;
}
/* Returns file names with id as key */
function getFiles() {
$files = array();
foreach($this->getAttachments() as $attachment)
$files[$attachment['file_id']] = $attachment['name'];
return $files;
}
/* save email info
* TODO: Refactor it to include outgoing emails on responses.
*/
function saveEmailInfo($vars) {
if(!$vars || !$vars['mid'])
return 0;
$this->ht['email_mid'] = $vars['mid'];
$header = false;
if (isset($vars['header']))
$header = $vars['header'];
self::logEmailHeaders($this->getId(), $vars['mid'], $header);
/* static */
function logEmailHeaders($id, $mid, $header=false) {
$sql='INSERT INTO '.TICKET_EMAIL_INFO_TABLE
.' SET thread_id='.db_input($id)
.', email_mid='.db_input($mid); //TODO: change it to message_id.
if ($header)
$sql .= ', headers='.db_input($header);
return db_query($sql)?db_insert_id():0;
}
/* variables */
function __toString() {
return (string) $this->getBody();
return (string) $this->getBody()->display('email');
782
783
784
785
786
787
788
789
790
791
792
793
794
795
796
797
798
799
800
801
802
803
804
805
806
807
808
809
function getVar($tag) {
global $cfg;
if($tag && is_callable(array($this, 'get'.ucfirst($tag))))
return call_user_func(array($this, 'get'.ucfirst($tag)));
switch(strtolower($tag)) {
case 'create_date':
return Format::date(
$cfg->getDateTimeFormat(),
Misc::db2gmtime($this->getCreateDate()),
$cfg->getTZOffset(),
$cfg->observeDaylightSaving());
break;
case 'update_date':
return Format::date(
$cfg->getDateTimeFormat(),
Misc::db2gmtime($this->getUpdateDate()),
$cfg->getTZOffset(),
$cfg->observeDaylightSaving());
break;
}
return false;
}
/* static calls */
return ($id
&& is_numeric($id)
&& ($e = new ThreadEntry($id, $type, $tid))
/**
* Parameters:
* mailinfo (hash<String>) email header information. Must include keys
* - "mid" => Message-Id header of incoming mail
* - "in-reply-to" => Message-Id the email is a direct response to
* - "references" => List of Message-Id's the email is in response
* - "subject" => Find external ticket number in the subject line
*
* seen (by-ref:bool) a flag that will be set if the message-id was
* positively found, indicating that the message-id has been
* previously seen. This is useful if no thread-id is associated
* with the email (if it was rejected for instance).
function lookupByEmailHeaders(&$mailinfo, &$seen=false) {
// Search for messages using the References header, then the
// in-reply-to header
$search = 'SELECT thread_id, email_mid FROM '.TICKET_EMAIL_INFO_TABLE
. ' WHERE email_mid=%s ORDER BY thread_id DESC';
if (list($id, $mid) = db_fetch_row(db_query(
sprintf($search, db_input($mailinfo['mid']))))) {
$seen = true;
return ThreadEntry::lookup($id);
foreach (array('mid', 'in-reply-to', 'references') as $header) {
$matches = array();
if (!isset($mailinfo[$header]) || !$mailinfo[$header])
continue;
// Header may have multiple entries (usually separated by
elseif (!preg_match_all('/<[^>@]+@[^>]+>/', $mailinfo[$header],
$matches))
continue;
// The References header will have the most recent message-id
// (parent) on the far right.
// @see rfc 1036, section 2.2.5
// @see http://www.jwz.org/doc/threading.html
foreach (array_reverse($matches[0]) as $mid) {
//Try to determine if it's a reply to a tagged email.
$ref = null;
if (strpos($mid, '+')) {
list($left, $right) = explode('@',$mid);
list($left, $ref) = explode('+', $left);
$mid = "$left@$right";
}
$res = db_query(sprintf($search, db_input($mid)));
while (list($id) = db_fetch_row($res)) {
if (!($t = ThreadEntry::lookup($id))) continue;
//We found a match - see if we can ID the user.
// XXX: Check access of ref is enough?
if ($ref && ($uid = $t->getUIDFromEmailReference($ref))) {
if ($ref[0] =='s') //staff
$mailinfo['staffId'] = $uid;
else //user or collaborator.
$mailinfo['userId'] = $uid;
}
return $t;
}
}
}
// Search for ticket by the [#123456] in the subject line
// This is the last resort - emails must match to avoid message
// injection by third-party.
$subject = $mailinfo['subject'];
$match = array();
if ($subject
&& $mailinfo['email']
&& preg_match("/#(?:[\p{L}-]+)?([0-9]{1,10})/u", $subject, $match)
//Lookup by ticket number
&& ($ticket = Ticket::lookupByNumber((int)$match[1]))
//Lookup the user using the email address
&& ($user = User::lookup(array('emails__address' => $mailinfo['email'])))) {
//We have a valid ticket and user
if ($ticket->getUserId() == $user->getId() //owner
|| ($c = Collaborator::lookup( // check if collaborator
array('userId' => $user->getId(),
'ticketId' => $ticket->getId())))) {
$mailinfo['userId'] = $user->getId();
return $ticket->getLastMessage();
}
}
// Search for the message-id token in the body
if (preg_match('`(?:data-mid="|Ref-Mid: )([^"\s]*)(?:$|")`',
$mailinfo['message'], $match))
if ($thread = ThreadEntry::lookupByRefMessageId($match[1],
$mailinfo['email']))
return $thread;
/**
* Find a thread entry from a message-id created from the
* ::asMessageId() method
*/
function lookupByRefMessageId($mid, $from) {
$mid = trim($mid, '<>');
list($ver, $ids, $mails) = explode('$', $mid, 3);
// Current version is <null>
if ($ver !== '')
return false;
$ids = @unpack('Vthread', base64_decode($ids));
if (!$ids || !$ids['thread'])
return false;
$thread = ThreadEntry::lookup($ids['thread']);
if (!$thread)
return false;
if (0 === strcasecmp($thread->asMessageId($from, $ver), $mid))
return $thread;
}
/**
* Get an email message-id that can be used to represent this thread
* entry. The same message-id can be passed to ::lookupByRefMessageId()
* to find this thread entry
*
* Formats:
* Initial (version <null>)
* <$:b32(thread-id)$:md5(to-addr.ticket-num.ticket-id)@:md5(url)>
* thread-id - thread-id, little-endian INT, packed
* :b32() - base32 encoded
* to-addr - individual email recipient
* ticket-num - external ticket number
* ticket-id - internal ticket id
* :md5() - last 10 hex chars of MD5 sum
* url - helpdesk URL
*/
function asMessageId($to, $version=false) {
global $ost;
$domain = md5($ost->getConfig()->getURL());
$ticket = $this->getTicket();
return sprintf('$%s$%s@%s',
base64_encode(pack('V', $this->getId())),
substr(md5($to . $ticket->getNumber() . $ticket->getId()), -10),
substr($domain, -10)
);
}
//new entry ... we're trusting the caller to check validity of the data.
function create($vars) {
//Must have...
if(!$vars['ticketId'] || !$vars['type'] || !in_array($vars['type'], array('M','R','N')))
return false;
if (!$vars['body'] instanceof ThreadBody) {
if ($cfg->isHtmlThreadEnabled())
$vars['body'] = new HtmlThreadBody($vars['body']);
else
$vars['body'] = new TextThreadBody($vars['body']);
foreach ($vars['body']->getStrippedImages() as $cid) {
foreach ($vars['attachments'] as $i=>$a) {
if (@$a['cid'] && $a['cid'] == $cid) {
// Inline referenced attachment was stripped
unset($vars['attachments'][$i]);
// Handle extracted embedded images (<img src="data:base64,..." />).
// The extraction has already been performed in the ThreadBody
// class. Here they should simply be added to the attachments list
if ($atts = $vars['body']->getEmbeddedHtmlImages()) {
if (!is_array($vars['attachments']))
$vars['attachments'] = array();
foreach ($atts as $info) {
$vars['attachments'][] = $info;
}
}
if (!($body = $vars['body']->getClean()))
$body = '-'; //Special tag used to signify empty message as stored.
$poster = $vars['poster'];
if ($poster && is_object($poster))
$sql=' INSERT INTO '.TICKET_THREAD_TABLE.' SET created=NOW() '
.' ,thread_type='.db_input($vars['type'])
.' ,ticket_id='.db_input($vars['ticketId'])
.' ,title='.db_input(Format::sanitize($vars['title'], true))
.' ,format='.db_input($vars['body']->getType())
.' ,user_id='.db_input($vars['userId'])
.' ,poster='.db_input($poster)
if (!isset($vars['attachments']) || !$vars['attachments'])
// Otherwise, body will be configured in a block below (after
// inline attachments are saved and updated in the database)
$sql.=' ,body='.db_input($body);
if(isset($vars['pid']))
$sql.=' ,pid='.db_input($vars['pid']);
// Check if 'reply_to' is in the $vars as the previous ThreadEntry
// instance. If the body of the previous message is found in the new
// body, strip it out.
elseif (isset($vars['reply_to'])
&& $vars['reply_to'] instanceof ThreadEntry)
$sql.=' ,pid='.db_input($vars['reply_to']->getId());
if($vars['ip_address'])
$sql.=' ,ip_address='.db_input($vars['ip_address']);
//echo $sql;
if(!db_query($sql) || !($entry=self::lookup(db_insert_id(), $vars['ticketId'])))
return false;
/************* ATTACHMENTS *****************/
//Upload/save attachments IF ANY
if($vars['files']) //expects well formatted and VALIDATED files array.
$entry->uploadFiles($vars['files']);
//Canned attachments...
if($vars['cannedattachments'] && is_array($vars['cannedattachments']))
$entry->saveAttachments($vars['cannedattachments']);
//Emailed or API attachments
if (isset($vars['attachments']) && $vars['attachments']) {
foreach ($vars['attachments'] as &$a)
if (isset($a['cid']) && $a['cid']
&& strpos($body, 'cid:'.$a['cid']) !== false)
$a['inline'] = true;
unset($a);
$entry->importAttachments($vars['attachments']);
// Change <img src="cid:"> inside the message to point to
// a unique hash-code for the attachment. Since the
// content-id will be discarded, only the unique hash-code
// will be available to retrieve the image later
if ($a['cid'] && $a['key']) {
$body = preg_replace('/src=("|\'|\b)(?:cid:)?'
. preg_quote($a['cid'], '/').'\1/i',
'src="cid:'.$a['key'].'"', $body);
$sql = 'UPDATE '.TICKET_THREAD_TABLE.' SET body='.db_input($body)
.' WHERE `id`='.db_input($entry->getId());
if (!db_query($sql) || !db_affected_rows())
return false;
}
// Email message id (required for all thread posts)
if (!isset($vars['mid']))
$vars['mid'] = sprintf('<%s@%s>', Misc::randCode(24),
substr(md5($cfg->getUrl()), -10));
$entry->saveEmailInfo($vars);
// Inline images (attached to the draft)
$entry->saveAttachments(Draft::getAttachmentIds($body));
return $entry;
}
function add($vars) {
return ($entry=self::create($vars))?$entry->getId():0;
}
}
/* Message - Ticket thread entry of type message */
class Message extends ThreadEntry {
function Message($id, $ticketId=0) {
parent::ThreadEntry($id, 'M', $ticketId);
}
function getSubject() {
return $this->getTitle();
}
function create($vars, &$errors) {
return self::lookup(self::add($vars, $errors));
}
function add($vars, &$errors) {
if(!$vars || !is_array($vars) || !$vars['ticketId'])
$errors['err'] = 'Missing or invalid data';
elseif(!$vars['message'])
$errors['message'] = 'Message required';
if($errors) return false;
$vars['type'] = 'M';
$vars['body'] = $vars['message'];
if (!$vars['poster']
&& $vars['userId']
&& ($user = User::lookup($vars['userId'])))
$vars['poster'] = (string) $user->getName();
return ThreadEntry::add($vars);
}
function lookup($id, $tid=0, $type='M') {
return ($id
function lastByTicketId($ticketId) {
return self::byTicketId($ticketId);
}
function firstByTicketId($ticketId) {
return self::byTicketId($ticketId, false);
}
function byTicketId($ticketId, $last=true) {
$sql=' SELECT thread.id FROM '.TICKET_THREAD_TABLE.' thread '
.' WHERE thread_type=\'M\' AND thread.ticket_id = '.db_input($ticketId)
.sprintf(' ORDER BY thread.id %s LIMIT 1', $last ? 'DESC' : 'ASC');
if (($res = db_query($sql)) && ($id = db_result($res)))
return Message::lookup($id);
return null;
}
/* Response - Ticket thread entry of type response */
class Response extends ThreadEntry {
function Response($id, $ticketId=0) {
parent::ThreadEntry($id, 'R', $ticketId);
}
function getSubject() {
return $this->getTitle();
}
function getRespondent() {
return $this->getStaff();
}
function create($vars, &$errors) {
return self::lookup(self::add($vars, $errors));
}
function add($vars, &$errors) {
if(!$vars || !is_array($vars) || !$vars['ticketId'])
$errors['err'] = 'Missing or invalid data';
elseif(!$vars['response'])
$errors['response'] = 'Response required';
if($errors) return false;
$vars['type'] = 'R';
$vars['body'] = $vars['response'];
if(!$vars['pid'] && $vars['msgId'])
$vars['pid'] = $vars['msgId'];
if (!$vars['poster']
&& $vars['staffId']
&& ($staff = Staff::lookup($vars['staffId'])))
$vars['poster'] = (string) $staff->getName();
return ThreadEntry::add($vars);
}
function lookup($id, $tid=0, $type='R') {
return ($id
}
}
/* Note - Ticket thread entry of type note (Internal Note) */
class Note extends ThreadEntry {
function Note($id, $ticketId=0) {
parent::ThreadEntry($id, 'N', $ticketId);
}
function getMessage() {
return $this->getBody();
}
1226
1227
1228
1229
1230
1231
1232
1233
1234
1235
1236
1237
1238
1239
1240
1241
1242
1243
1244
1245
1246
1247
1248
1249
1250
/* static */
function create($vars, &$errors) {
return self::lookup(self::add($vars, $errors));
}
function add($vars, &$errors) {
//Check required params.
if(!$vars || !is_array($vars) || !$vars['ticketId'])
$errors['err'] = 'Missing or invalid data';
elseif(!$vars['note'])
$errors['note'] = 'Note required';
if($errors) return false;
//TODO: use array_intersect_key when we move to php 5 to extract just what we need.
$vars['type'] = 'N';
$vars['body'] = $vars['note'];
return ThreadEntry::add($vars);
}
function lookup($id, $tid=0, $type='N') {
return ($id
class ThreadBody /* extends SplString */ {
static $types = array('text', 'html');
var $body;
var $type;
var $embedded_images = array();
var $options = array(
'strip-embedded' => true
);
function __construct($body, $type='text', $options=array()) {
$type = strtolower($type);
if (!in_array($type, static::$types))
throw new Exception($type.': Unsupported ThreadBody type');
if (strlen($this->body) > 250000) {
$max_packet = db_get_variable('max_allowed_packet', 'global');
// Truncate just short of the max_allowed_packet
$this->body = substr($this->body, $max_packet - 2048) . ' ... (truncated)';
}
$this->type = $type;
$this->options = array_merge($this->options, $options);
function isEmpty() {
return !$this->body || $this->body == '-';
}
function convertTo($type) {
if ($type === $this->type)
return $this;
$conv = $this->type . ':' . strtolower($type);
switch ($conv) {
case 'text:html':
return new ThreadBody(sprintf('<pre>%s</pre>',
Format::htmlchars($this->body)), $type);
case 'html:text':
return new ThreadBody(Format::html2text((string) $this), $type);
function stripQuotedReply($tag) {
//Strip quoted reply...on emailed messages
if (!$tag || strpos($this->body, $tag) === false)
return;
// Capture a list of inline images
$images_before = $images_after = array();
preg_match_all('/src=("|\'|\b)cid:(\S+)\1/', $this->body, $images_before,
// Strip the quoted part of the body
if ((list($msg) = explode($tag, $this->body, 2)) && trim($msg)) {
// Capture a list of dropped inline images
if ($images_before) {
preg_match_all('/src=("|\'|\b)cid:(\S+)\1/', $this->body,
$images_after, PREG_PATTERN_ORDER);
$this->stripped_images = array_diff($images_before[2],
$images_after[2]);
}
}
}
function getStrippedImages() {
return $this->stripped_images;
function getEmbeddedHtmlImages() {
return $this->embedded_images;
}
function getType() {
return $this->type;
}
function getClean() {
return trim($this->body);
}
function __toString() {
return (string) $this->body;
}
function toHtml() {
return $this->display('html');
}
function display($format=false) {
throw new Exception('display: Abstract dispplay() method not implemented');
}
static function fromFormattedText($text, $format=false) {
switch ($format) {
case 'text':
return new TextThreadBody($text);
case 'html':
return new HtmlThreadBody($text, array('strip-embedded'=>false));
default:
return new ThreadBody($text);
}
}
}
class TextThreadBody extends ThreadBody {
function __construct($body, $options=array()) {
parent::__construct($body, 'text', $options);
}
function getClean() {
return Format::stripEmptyLines($this->body);
}
function display($output=false) {
if ($this->isEmpty())
return '(empty)';
switch ($output) {
case 'html':
return '<div style="white-space:pre-wrap">'
.Format::clickableurls($this->body).'</div>';
case 'email':
return '<div style="white-space:pre-wrap">'.$this->body.'</div>';
case 'pdf':
return nl2br($this->body);
default:
return '<pre>'.$this->body.'</pre>';
}
function asVar() {
// Email template, assume HTML
}
class HtmlThreadBody extends ThreadBody {
function __construct($body, $options=array()) {
parent::__construct($body, 'html', $options);
if ($this->options['strip-embedded'])
$this->body = $this->extractEmbeddedHtmlImages($this->body);
function extractEmbeddedHtmlImages($body) {
$self = $this;
return preg_replace_callback('/src="(data:[^"]+)"/',
function ($m) use ($self) {
$info = Format::parseRfc2397($m[1], false, false);
$info['cid'] = 'img'.Misc::randCode(12);
list(,$type) = explode('/', $info['type'], 2);
$info['name'] = 'image'.Misc::randCode(4).'.'.$type;
$self->embedded_images[] = $info;
return 'src="cid:'.$info['cid'].'"';
}, $body);
}
function getClean() {
return trim($this->body, " <>br/\t\n\r") ? Format::sanitize($this->body) : '';
}
function display($output=false) {
if ($this->isEmpty())
return '(empty)';
switch ($output) {
case 'email':
return $this->body;
case 'pdf':
return Format::clickableurls($this->body, false);
default:
return Format::display($this->body);
}