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Commit 29b37144 authored by Jared Hancock's avatar Jared Hancock
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Remove requirement of ticket id in subject line 

This patch affords an administrator the ability to remove the
[#%{ticket.number}] from the email template subject line for the new ticket
autoresponse and the new message autoresponse. Previously, the ticket number
with a prefixed hash in brackets was used to identify which ticket thread an
email was in reference to.

With this patch, the email message-id (which was already kept on file) is
sent in the MIME "References" header. When a user responds to and
autoresponse email, the "References" will include this message-id in the
return email. The ticket thread is then matched up with the email based on
the message-id rather than the subject line.

Ticket numbers are still supported in the subject line, in the event that
non-compliant email clients do not properly include the References header.
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include/api.tickets.php
+ 4
− 0
View file @ 29b37144
......@@ -113,6 +113,10 @@ class TicketApiController extends ApiController {
return $ticket;
}
if (($thread = ThreadEntry::lookupByEmailHeaders($data))
&& $thread->postEmail($data)) {
return true;
}
return $this->createTicket($data);
}
......
include/class.api.php
+ 0
− 5
View file @ 29b37144
......@@ -423,11 +423,6 @@ class ApiEmailDataParser extends EmailDataParser {
if(!$data['emailId'])
$data['emailId'] = $cfg->getDefaultEmailId();
if($data['email'] && preg_match ('[[#][0-9]{1,10}]', $data['subject'], $matches)) {
if(($tid=Ticket::getIdByExtId(trim(preg_replace('/[^0-9]/', '', $matches[0])), $data['email'])))
$data['ticketId'] = $tid;
}
if(!$cfg->useEmailPriority())
unset($data['priorityId']);
......
include/class.mailer.php
+ 12
− 0
View file @ 29b37144
......@@ -123,6 +123,18 @@ class Mailer {
$headers+= array('Precedence' => 'auto_reply');
}
if ($options) {
if (isset($options['replyto']))
$headers += array('In-Reply-To' => $options['replyto']);
if (isset($options['references'])) {
if (is_array($options['references']))
$headers += array('References' =>
implode(' ', $options['references']));
else
$headers += array('References' => $options['references']);
}
}
$mime = new Mail_mime();
$mime->setTXTBody($body);
//XXX: Attachments
......
include/class.mailfetch.php
+ 9
− 15
View file @ 29b37144
......@@ -233,6 +233,8 @@ class MailFetcher {
'subject'=>@$headerinfo->subject,
'mid' => trim(@$headerinfo->message_id),
'header' => $this->getHeader($mid),
'in-reply-to' => $headerinfo->in_reply_to,
'references' => $headerinfo->references,
);
if ($replyto = $headerinfo->reply_to) {
......@@ -400,10 +402,6 @@ class MailFetcher {
return true; //Report success (moved or delete)
}
//Make sure the email is NOT already fetched... (undeleted emails)
if($mailinfo['mid'] && ($id=Ticket::getIdByMessageId($mailinfo['mid'], $mailinfo['email'])))
return true; //Reporting success so the email can be moved or deleted.
$vars = $mailinfo;
$vars['name']=$this->mime_decode($mailinfo['name']);
$vars['subject']=$mailinfo['subject']?$this->mime_decode($mailinfo['subject']):'[No Subject]';
......@@ -423,19 +421,15 @@ class MailFetcher {
$ticket=null;
$newticket=true;
//Check the subject line for possible ID.
if($vars['subject'] && preg_match ("[[#][0-9]{1,10}]", $vars['subject'], $regs)) {
$tid=trim(preg_replace("/[^0-9]/", "", $regs[0]));
//Allow mismatched emails?? For now NO.
if(!($ticket=Ticket::lookupByExtId($tid, $vars['email'])))
$ticket=null;
}
$errors=array();
if($ticket) {
if(!($message=$ticket->postMessage($vars, 'Email')))
return false;
if (($thread = ThreadEntry::lookupByEmailHeaders($vars))
&& ($message = $thread->postEmail($vars))) {
if ($message === true)
// Email has been processed previously
return true;
elseif ($message)
$ticket = $message->getTicket();
} elseif (($ticket=Ticket::create($vars, $errors, 'Email'))) {
$message = $ticket->getLastMessage();
} else {
......
include/class.thread.php
+ 158
− 3
View file @ 29b37144
......@@ -189,6 +189,14 @@ class Thread {
function delete() {
/* XXX: Leave this out until TICKET_EMAIL_INFO_TABLE has a primary
* key
$sql = 'DELETE mid.* FROM '.TICKET_EMAIL_INFO_TABLE.' mid
INNER JOIN '.TICKET_THREAD_TABLE.' thread ON (thread.id = mid.message_id)
WHERE thread.ticket_id = '.db_input($this->getTicketId());
db_query($sql);
*/
$res=db_query('DELETE FROM '.TICKET_THREAD_TABLE.' WHERE ticket_id='.db_input($this->getTicketId()));
if(!$res || !db_affected_rows())
return false;
......@@ -230,7 +238,7 @@ Class ThreadEntry {
if(!$id && !($id=$this->getId()))
return false;
$sql='SELECT thread.*, info.* '
$sql='SELECT thread.*, info.email_mid '
.' ,count(DISTINCT attach.attach_id) as attachments '
.' FROM '.TICKET_THREAD_TABLE.' thread '
.' LEFT JOIN '.TICKET_EMAIL_INFO_TABLE.' info
......@@ -309,6 +317,10 @@ Class ThreadEntry {
return $this->ht['ticket_id'];
}
function getEmailMessageId() {
return $this->ht['email_mid'];
}
function getTicket() {
if(!$this->ticket && $this->getTicketId())
......@@ -471,7 +483,76 @@ Class ThreadEntry {
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;
$vars = array(
'mid' => $mailinfo['mid'],
'ticketId' => $ticket->getId(),
'poster' => $mailinfo['name'],
'origin' => 'Email',
'source' => 'Email',
'ip' => '',
'reply_to' => $this,
);
$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['email'] == $ticket->getEmail()) {
$vars['message'] = $body;
return $ticket->postMessage($vars, 'Email');
}
elseif ($staff_id = Staff::getIdByEmail($mailinfo['email'])) {
$vars['staffId'] = $staff_id;
$poster = Staff::lookup($staff_id);
$errors = array();
$vars['note'] = $body;
return $ticket->postNote($vars, $errors, $poster);
}
// TODO: Consider security constraints
else {
$vars['message'] = sprintf("Received From: %s\n\n%s",
$mailinfo['email'], $body);
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() {
......@@ -495,8 +576,11 @@ Class ThreadEntry {
$sql='INSERT INTO '.TICKET_EMAIL_INFO_TABLE
.' SET message_id='.db_input($this->getId()) //TODO: change it to thread_id
.', email_mid='.db_input($vars['mid']) //TODO: change it to mid.
.', headers='.db_input($vars['header']);
.', email_mid='.db_input($vars['mid']); //TODO: change it to mid.
if (isset($vars['header']))
$sql .= ', headers='.db_input($vars['header']);
$this->ht['email_mid'] = $vars['mid'];
return db_query($sql)?db_insert_id():0;
}
......@@ -544,8 +628,56 @@ Class ThreadEntry {
)?$e:null;
}
/**
* Parameters:
* mailinfo (hash<String>) email header information. Must include keys
* - "mid" => Message-Id header of incoming mail
* - "in-reply-to" => Message-Id the email is a direct response to
* - "references" => List of Message-Id's the email is in response
* - "subject" => Find external ticket number in the subject line
*/
function lookupByEmailHeaders($mailinfo) {
// Search for messages using the References header, then the
// in-reply-to header
$search = 'SELECT message_id FROM '.TICKET_EMAIL_INFO_TABLE
. ' WHERE email_mid=%s ORDER BY message_id DESC';
if ($id = db_result(db_query(
sprintf($search, db_input($mailinfo['mid'])))))
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
// semi-colons (;))
elseif (!preg_match_all('/<[^>@]+@[^>]+>/', $mailinfo[$header],
$matches))
continue;
foreach ($matches[0] as $mid) {
$res = db_query(sprintf($search, db_input($mid)));
while (list($id) = db_fetch_row($res)) {
if ($t = ThreadEntry::lookup($id))
return $t;
}
}
}
// Search for ticket by the [#123456] in the subject line
$subject = $mailinfo['subject'];
$match = array();
if ($subject && preg_match("/\[#([0-9]{1,10})\]/", $subject, $match))
// Return last message for the thread
return Message::lastByExtTicketId((int)$match[1]);
return null;
}
//new entry ... we're trusting the caller to check validity of the data.
function create($vars) {
global $cfg;
//Must have...
if(!$vars['ticketId'] || !$vars['type'] || !in_array($vars['type'], array('M','R','N')))
......@@ -562,6 +694,12 @@ Class ThreadEntry {
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']);
......@@ -584,6 +722,12 @@ Class ThreadEntry {
if($vars['cannedattachments'] && is_array($vars['cannedattachments']))
$entry->saveAttachments($vars['cannedattachments']);
// 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);
return $entry;
}
......@@ -630,6 +774,17 @@ class Message extends ThreadEntry {
&& $m->getId()==$id
)?$m:null;
}
function lastByExtTicketId($ticketId) {
$sql = 'SELECT thread.id FROM '.TICKET_THREAD_TABLE
.' thread JOIN '.TICKET_TABLE.' ticket ON (ticket.ticket_id = thread.ticket_id)
WHERE thread_type=\'M\' AND ticket.ticketID = '.db_input($ticketId)
.' ORDER BY thread.id DESC LIMIT 1';
if (($res = db_query($sql)) && (list($id) = db_fetch_row($res)))
return Message::lookup($id);
else
return null;
}
}
/* Response - Ticket thread entry of type response */
......
include/class.ticket.php
+ 43
− 19
View file @ 29b37144
......@@ -733,6 +733,8 @@ class Ticket {
if(!$dept || !($email=$dept->getAutoRespEmail()))
$email =$cfg->getDefaultEmail();
$options = array('references'=>$message->getEmailMessageId());
//Send auto response - if enabled.
if($autorespond && $email && $cfg->autoRespONNewTicket()
&& $dept->autoRespONNewTicket()
......@@ -746,7 +748,8 @@ class Ticket {
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
$msg['body'] ="\n$tag\n\n".$msg['body'];
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body']);
$email->sendAutoReply($this->getEmail(), $msg['subj'],
$msg['body'], null, $options);
}
if(!($email=$cfg->getAlertEmail()))
......@@ -763,7 +766,8 @@ class Ticket {
//Alert admin??
if($cfg->alertAdminONNewTicket()) {
$alert = str_replace('%{recipient}', 'Admin', $msg['body']);
$email->sendAlert($cfg->getAdminEmail(), $msg['subj'], $alert);
$email->sendAlert($cfg->getAdminEmail(), $msg['subj'],
$alert, null, $options);
$sentlist[]=$cfg->getAdminEmail();
}
......@@ -779,7 +783,8 @@ class Ticket {
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
null, $options);
$sentlist[] = $staff->getEmail();
}
......@@ -831,7 +836,7 @@ class Ticket {
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=1,lastresponse=NOW(), updated=NOW() WHERE ticket_id='.db_input($this->getId()));
}
function onMessage($autorespond=true, $alert=true) {
function onMessage($autorespond=true, $message=null) {
global $cfg;
db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));
......@@ -875,7 +880,11 @@ class Ticket {
if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
$msg['body'] ="\n$tag\n\n".$msg['body'];
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body']);
if (!$message)
$message = $this->getLastMessage();
$options = array('references' => $message->getEmailMessageId());
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'],
null, $options);
}
}
......@@ -893,7 +902,8 @@ class Ticket {
$assigner = $thisstaff?$thisstaff:'SYSTEM (Auto Assignment)';
//Log an internal note - no alerts on the internal note.
$this->logNote('Ticket Assigned to '.$assignee->getName(), $comments, $assigner, false);
$note = $this->logNote('Ticket Assigned to '.$assignee->getName(),
$comments, $assigner, false);
//See if we need to send alerts
if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts!
......@@ -931,10 +941,12 @@ class Ticket {
//Send the alerts.
$sentlist=array();
$options = array('references' => $note->getEmailMessageId());
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
null, $options);
$sentlist[] = $staff->getEmail();
}
}
......@@ -1140,7 +1152,7 @@ class Ticket {
/*** log the transfer comments as internal note - with alerts disabled - ***/
$title='Ticket transfered from '.$currentDept.' to '.$this->getDeptName();
$comments=$comments?$comments:$title;
$this->logNote($title, $comments, $thisstaff, false);
$note = $this->logNote($title, $comments, $thisstaff, false);
$this->logEvent('transferred');
......@@ -1180,10 +1192,12 @@ class Ticket {
$recipients[]= $manager;
$sentlist=array();
$options = array('references' => $note->getEmailMessageId());
foreach( $recipients as $k=>$staff) {
if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
null, $options);
$sentlist[] = $staff->getEmail();
}
}
......@@ -1279,7 +1293,7 @@ class Ticket {
if(list($msg) = split($tag, $vars['message']))
$vars['message'] = $msg;
if($vars['ip'])
if(isset($vars['ip']))
$vars['ip_address'] = $vars['ip'];
elseif(!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
......@@ -1290,16 +1304,13 @@ class Ticket {
$this->setLastMsgId($message->getId());
if (isset($vars['mid']))
$message->saveEmailInfo($vars);
if(!$alerts) return $message; //Our work is done...
$autorespond = true;
if ($autorespond && $message->isAutoResponse())
$autorespond=false;
$this->onMessage($autorespond); //must be called b4 sending alerts to staff.
$this->onMessage($autorespond, $message); //must be called b4 sending alerts to staff.
$dept = $this->getDept();
......@@ -1330,10 +1341,12 @@ class Ticket {
$recipients[]=$manager;
$sentlist=array(); //I know it sucks...but..it works.
$options = array('references'=>$message->getEmailMessageId());
foreach( $recipients as $k=>$staff) {
if(!$staff || !$staff->getEmail() || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
null, $options);
$sentlist[] = $staff->getEmail();
}
}
......@@ -1386,7 +1399,9 @@ class Ticket {
$msg['body'] ="\n$tag\n\n".$msg['body'];
$attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'], $attachments);
$options = array('references' => $response->getEmailMessageId());
$email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
$options);
}
return $response;
......@@ -1441,8 +1456,10 @@ class Ticket {
//Set attachments if emailing.
$attachments = $cfg->emailAttachments()?$response->getAttachments():array();
$options = array('references' => $response->getEmailMessageId());
//TODO: setup 5 param (options... e.g mid trackable on replies)
$email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments);
$email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
$options);
}
return $response;
......@@ -1551,6 +1568,7 @@ class Ticket {
$recipients[]=$dept->getManager();
$attachments = $note->getAttachments();
$options = array('references' => $note->getEmailMessageId());
$sentlist=array();
foreach( $recipients as $k=>$staff) {
if(!is_object($staff)
......@@ -1559,7 +1577,8 @@ class Ticket {
|| $note->getStaffId() == $staff->getId()) //No need to alert the poster!
continue;
$alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert, $attachments);
$email->sendAlert($staff->getEmail(), $msg['subj'], $alert, $attachments,
$options);
$sentlist[] = $staff->getEmail();
}
}
......@@ -2128,7 +2147,12 @@ class Ticket {
$msg['body'] ="\n$tag\n\n".$msg['body'];
$attachments =($cfg->emailAttachments() && $response)?$response->getAttachments():array();
$email->send($ticket->getEmail(), $msg['subj'], $msg['body'], $attachments);
$references = $ticket->getLastMessage()->getEmailMessageId();
if (isset($response))
$references = array($response->getEmailMessageId(), $references);
$options = array('references' => $references);
$email->send($ticket->getEmail(), $msg['subj'], $msg['body'], $attachments,
$options);
}
return $ticket;
......
include/index.html 0 → 100644
+ 128
− 0
View file @ 29b37144
<?xml version="1.0" encoding="UTF-8" ?>
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<title>xkcd: Monster</title>
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<link rel="alternate" type="application/rss+xml" title="RSS 2.0" href="/rss.xml"/>
<link rel="apple-touch-icon-precomposed" href="/s/d9522a.png" />
<script type="text/javascript">
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_gaq.push(['_setAccount', 'UA-25700708-7']);
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ga.src = ('https:' == document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js';
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Comics I enjoy:<br/>
<a href="http://threewordphrase.com/">Three Word Phrase</a>,
<a href="http://oglaf.com/">Oglaf</a> (nsfw),
<a href="http://www.smbc-comics.com/">SMBC</a>,
<a href="http://www.qwantz.com">Dinosaur Comics</a>,
<a href="http://www.asofterworld.com">A Softer World</a>,
<a href="http://buttersafe.com/">Buttersafe</a>,
<a href="http://pbfcomics.com/">Perry Bible Fellowship</a>,
<a href="http://questionablecontent.net/">Questionable Content</a>,
<a href="http://www.buttercupfestival.com/">Buttercup Festival</a>
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<p>Warning: this comic occasionally contains strong language (which may be unsuitable for children), unusual humor (which may be unsuitable for adults), and advanced mathematics (which may be unsuitable for liberal-arts majors).</p>
<div id="footnote">BTC 1NfBXWqseXc9rCBc3Cbbu6HjxYssFUgkH6<br />We did not invent the algorithm. The algorithm consistently finds Jesus. The algorithm killed Jeeves. <br/>The algorithm is banned in China. The algorithm is from Jersey. The algorithm constantly finds Jesus.<br/>This is not the algorithm. This is close.</div>
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This means you're free to copy and share these comics (but not to sell them). <a rel="license" href="/license.html">More details</a>.</p>
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