diff --git a/include/class.mailer.php b/include/class.mailer.php
index 49b15ec285a0f84176cc5f235389e2dc970f51f2..ee22db849f18ff121bad2c9d84313fc3f088de5b 100644
--- a/include/class.mailer.php
+++ b/include/class.mailer.php
@@ -150,14 +150,27 @@ class Mailer {
$thread = $entry ? $entry->getThread()
: (isset($options['thread']) && $options['thread'] instanceof Thread
? $options['thread'] : false);
+
+ switch (true) {
+ case $recipient instanceof Staff:
+ $utype = 'S';
+ break;
+ case $recipient instanceof TicketOwner:
+ $utype = 'U';
+ break;
+ case $recipient instanceof Collaborator:
+ $utype = 'C';
+ break;
+ default:
+ $utype = $options['utype'] ?: '?';
+ }
+
+
$tag = pack('VVVa',
$recipient instanceof EmailContact ? $recipient->getUserId() : 0,
$entry ? $entry->getId() : 0,
$thread ? $thread->getId() : 0,
- ($recipient instanceof Staff ? 'S'
- : ($recipient instanceof TicketOwner ? 'U'
- : ($recipient instanceof Collaborator ? 'C'
- : '?')))
+ $utype ?: '?'
);
// Sign the tag with the system secret salt
$tag .= substr(hash_hmac('sha1', $tag.$rand.$sysid, SECRET_SALT, true), -5);
diff --git a/include/class.mailparse.php b/include/class.mailparse.php
index f530ac50bdafdfaa6f9bedf1c74c99c9096b4b49..1efd5a8b15fa48c88a9936172451840cffe72015 100644
--- a/include/class.mailparse.php
+++ b/include/class.mailparse.php
@@ -208,14 +208,14 @@ class Mail_Parse {
if (!($header = $this->struct->headers['from']))
return null;
- return Mail_Parse::parseAddressList($header);
+ return Mail_Parse::parseAddressList($header, $this->charset);
}
function getDeliveredToAddressList() {
if (!($header = $this->struct->headers['delivered-to']))
return null;
- return Mail_Parse::parseAddressList($header);
+ return Mail_Parse::parseAddressList($header, $this->charset);
}
function getToAddressList(){
@@ -223,7 +223,7 @@ class Mail_Parse {
$tolist = array();
if ($header = $this->struct->headers['to'])
$tolist = array_merge($tolist,
- Mail_Parse::parseAddressList($header));
+ Mail_Parse::parseAddressList($header, $this->charset));
return $tolist ? $tolist : null;
}
@@ -231,14 +231,14 @@ class Mail_Parse {
if (!($header = @$this->struct->headers['cc']))
return null;
- return Mail_Parse::parseAddressList($header);
+ return Mail_Parse::parseAddressList($header, $this->charset);
}
function getBccAddressList(){
if (!($header = @$this->struct->headers['bcc']))
return null;
- return Mail_Parse::parseAddressList($header);
+ return Mail_Parse::parseAddressList($header, $this->charset);
}
function getMessageId(){
@@ -258,7 +258,7 @@ class Mail_Parse {
if (!($header = @$this->struct->headers['reply-to']))
return null;
- return Mail_Parse::parseAddressList($header);
+ return Mail_Parse::parseAddressList($header, $this->charset);
}
function isBounceNotice() {
@@ -543,7 +543,7 @@ class Mail_Parse {
return 0;
}
- function parseAddressList($address){
+ function parseAddressList($address, $charset='UTF-8'){
if (!$address)
return array();
@@ -558,11 +558,11 @@ class Mail_Parse {
// Decode name and mailbox
foreach ($parsed as $p) {
- $p->personal = Format::mimedecode($p->personal, $this->charset);
+ $p->personal = Format::mimedecode($p->personal, $charset);
// Some mail clients may send ISO-8859-1 strings without proper encoding.
// Also, handle the more sane case where the mailbox is properly encoded
// against RFC2047
- $p->mailbox = Format::mimedecode($p->mailbox, $this->charset);
+ $p->mailbox = Format::mimedecode($p->mailbox, $charset);
}
return $parsed;
diff --git a/include/class.task.php b/include/class.task.php
index a9e07584e03a06209ad730b5a366177922355225..d86a52ef766d2a89ede2b410a50878116501b0bb 100644
--- a/include/class.task.php
+++ b/include/class.task.php
@@ -1078,7 +1078,7 @@ class Task extends TaskModel implements RestrictedAccess, Threadable {
// Who posted the entry?
$skip = array();
- if ($entry instanceof Message) {
+ if ($entry instanceof MessageThreadEntry) {
$poster = $entry->getUser();
// Skip the person who sent in the message
$skip[$entry->getUserId()] = 1;
diff --git a/include/class.thread.php b/include/class.thread.php
index c1fc3f2a5d7fe5a19e7b441305d0d97a1e789ca8..68d1d69358e1feb9db91de5ca05423fbd3dd9cbb 100644
--- a/include/class.thread.php
+++ b/include/class.thread.php
@@ -348,99 +348,100 @@ class Thread extends VerySimpleModel {
$vars['attachments'] = $mailinfo['attachments'];
$body = $mailinfo['message'];
- $poster = $mailinfo['email'];
-
- // Disambiguate if the user happens also to be a staff member of the
- // system. The current ticket owner should _always_ post messages
- // instead of notes or responses
- if ($mailinfo['userId'] || (
- $object instanceof Ticket
- && strcasecmp($mailinfo['email'], $object->getEmail()) == 0
- )) {
- $vars['message'] = $body;
- $vars['userId'] = $mailinfo['userId'] ?: $object->getUserId();
- if ($object instanceof Threadable)
- return $object->postThreadEntry('M', $vars);
- elseif ($this instanceof ObjectThread)
- $this->addMessage($vars, $errors);
- else
- throw new Exception('Cannot continue discussion with abstract thread');
- }
- // Consider collaborator role (disambiguate staff members as
- // collaborators). Normally, the block above should match based
- // on the Referenced message-id header
- elseif ($object instanceof Ticket
- && ($E = UserEmail::lookup($mailinfo['email']))
- && ($C = Collaborator::lookup(array(
- 'ticketId' => $object->getId(), 'userId' => $E->user_id
- )))
- ) {
- $vars['userId'] = $mailinfo['userId'] ?: $C->getUserId();
- $vars['message'] = $body;
+ // Attempt to determine the user posting the entry and the
+ // corresponding entry type by the information determined by the
+ // mail parser (via the In-Reply-To header)
+ switch ($mailinfo['userClass']) {
+ case 'C': # Thread collaborator
$vars['flags'] = ThreadEntry::FLAG_COLLABORATOR;
+ case 'U': # Ticket owner
+ $vars['thread-type'] = 'M';
+ $vars['userId'] = $mailinfo['userId'];
+ break;
- if ($object instanceof Threadable)
- return $object->postThreadEntry('M', $vars);
- elseif ($this instanceof ObjectThread)
- $this->addMessage($vars, $errors);
- else
- throw new Exception('Cannot continue discussion with abstract thread');
- }
- // Accept internal note from staff members' replies
- elseif ($mailinfo['staffId']
- || ($mailinfo['staffId'] = Staff::getIdByEmail($mailinfo['email']))) {
+ case 'A': # System administrator
+ case 'S': # Staff member (agent)
+ $vars['thread-type'] = 'N';
$vars['staffId'] = $mailinfo['staffId'];
- $vars['poster'] = Staff::lookup($mailinfo['staffId']);
- $vars['note'] = $body;
+ if ($vars['staffId'])
+ $vars['poster'] = Staff::lookup($mailinfo['staffId']);
+ break;
- if ($object instanceof Threadable)
- return $object->postThreadEntry('N', $vars);
- elseif ($this instanceof ObjectThread)
- return $this->addNote($vars, $errors);
- else
- throw new Exception('Cannot continue discussion with abstract thread');
- }
- elseif (Email::getIdByEmail($mailinfo['email'])) {
+ // The user type was not identified by the mail parsing system. It
+ // is likely that the In-Reply-To and References headers were not
+ // properly brokered by the user's mail client. Use the old logic to
+ // determine the post type.
+ default:
+ // 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 ($object instanceof Ticket
+ && strcasecmp($mailinfo['email'], $object->getEmail()) == 0
+ ) {
+ $vars['thread-type'] = 'M';
+ $vars['userId'] = $object->getUserId();
+ }
+ // Consider collaborator role (disambiguate staff members as
+ // collaborators). Normally, the block above should match based
+ // on the Referenced message-id header
+ elseif ($C = $this->collaborators->filter(array(
+ 'user__emails__address' => $mailinfo['email']
+ ))->first()) {
+ $vars['thread-type'] = 'M';
+ // XXX: There's no way that mailinfo[userId] would be set
+ $vars['userId'] = $mailinfo['userId'] ?: $C->getUserId();
+ $vars['flags'] = ThreadEntry::FLAG_COLLABORATOR;
+ }
// Don't process the email -- it came FROM this system
- return true;
- }
- // Support the mail parsing system declaring a thread-type
- elseif (isset($mailinfo['thread-type'])) {
- switch ($mailinfo['thread-type']) {
- case 'N':
- $vars['note'] = $body;
- $vars['poster'] = $poster;
- if ($object instanceof Threadable)
- return $object->postThreadEntry('N', $vars);
- elseif ($this instanceof ObjectThread)
- return $this->addNote($vars, $errors);
- else
- throw new Exception('Cannot continue discussion with abstract thread');
+ elseif (Email::getIdByEmail($mailinfo['email'])) {
+ return false;
}
}
+
+ // Ensure we record the name of the person posting
+ $vars['poster'] = $vars['poster']
+ ?: $mailinfo['name'] ?: $mailinfo['email'];
+
// TODO: Consider security constraints
- else {
+ if (!$vars['thread-type']) {
//XXX: Are we potentially leaking the email address to
// collaborators?
// Try not to destroy the format of the body
- $header = sprintf("Received From: %s <%s>\n\n", $mailinfo['name'],
- $mailinfo['email']);
+ $header = sprintf(
+ _S('Received From: %1$s <%2$s>') . "\n\n",
+ $mailinfo['name'], $mailinfo['email']);
if ($body instanceof HtmlThreadEntryBody)
$header = nl2br(Format::htmlchars($header));
// Add the banner to the top of the message
if ($body instanceof ThreadEntryBody)
$body->prepend($header);
- $vars['message'] = $body;
$vars['userId'] = 0; //Unknown user! //XXX: Assume ticket owner?
- $vars['origin'] = 'Email';
+ $vars['thread-type'] = 'M';
+ }
+
+ switch ($vars['thread-type']) {
+ case 'M':
+ $vars['message'] = $body;
+
if ($object instanceof Threadable)
return $object->postThreadEntry('M', $vars);
elseif ($this instanceof ObjectThread)
return $this->addMessage($vars, $errors);
- else
- throw new Exception('Cannot continue discussion with abstract thread');
+ break;
+
+ case 'N':
+ $vars['note'] = $body;
+
+ if ($object instanceof Threadable)
+ return $object->postThreadEntry('N', $vars);
+ elseif ($this instanceof ObjectThread)
+ return $this->addNote($vars, $errors);
+ break;
}
+
+ throw new Exception('Unable to continue thread via email.');
+
// Currently impossible, but indicate that this thread object could
// not append the incoming email.
return false;
@@ -1178,6 +1179,12 @@ implements TemplateVariable {
elseif (@$mid_info['staffId']) {
$mailinfo['staffId'] = $mid_info['staffId'];
}
+
+ // Capture the user type
+ if (@$mid_info['userClass'])
+ $mailinfo['userClass'] = $mid_info['userClass'];
+
+
// ThreadEntry was positively identified
return $t;
}
diff --git a/include/class.ticket.php b/include/class.ticket.php
index c93b9856ad462f002da8b07e85d832b91958d356..55e3f9fbbb1da0e82d2aecf0df3258ad6e4d96e3 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -1275,21 +1275,16 @@ implements RestrictedAccess, Threadable {
if ($message instanceof ThreadEntry && $message->isAutoReply())
$sentlist[] = $this->getEmail();
- // Alert admin??
- if ($cfg->alertAdminONNewTicket()) {
- $alert = $this->replaceVars($msg, array('recipient' => 'Admin'));
- $email->sendAlert($cfg->getAdminEmail(), $alert['subj'], $alert['body'], null, $options);
- $sentlist[]=$cfg->getAdminEmail();
- }
-
// Only alerts dept members if the ticket is NOT assigned.
if ($cfg->alertDeptMembersONNewTicket() && !$this->isAssigned()) {
if ($members = $dept->getMembersForAlerts()->all())
$recipients = array_merge($recipients, $members);
}
- if ($cfg->alertDeptManagerONNewTicket() && $dept && ($manager=$dept->getManager()))
+ if ($cfg->alertDeptManagerONNewTicket() && $dept &&
+ ($manager=$dept->getManager())) {
$recipients[] = $manager;
+ }
// Account manager
if ($cfg->alertAcctManagerONNewMessage()
@@ -1313,6 +1308,16 @@ implements RestrictedAccess, Threadable {
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
+
+ // Alert admin ONLY if not already a staff??
+ if ($cfg->alertAdminONNewTicket()
+ && !in_array($cfg->getAdminEmail(), $sentlist)) {
+ $options += array('utype'=>'A');
+ $alert = $this->replaceVars($msg, array('recipient' => 'Admin'));
+ $email->sendAlert($cfg->getAdminEmail(), $alert['subj'],
+ $alert['body'], null, $options);
+ }
+
}
return true;
}
@@ -1388,7 +1393,7 @@ implements RestrictedAccess, Threadable {
}
// Who posted the entry?
$skip = array();
- if ($entry instanceof Message) {
+ if ($entry instanceof MessageThreadEntry) {
$poster = $entry->getUser();
// Skip the person who sent in the message
$skip[$entry->getUserId()] = 1;
@@ -2478,7 +2483,10 @@ implements RestrictedAccess, Threadable {
global $cfg, $thisstaff;
//Who is posting the note - staff or system?
- $vars['staffId'] = 0;
+ if ($vars['staffId'] && !$poster)
+ $poster = Staff::lookup($vars['staffId']);
+
+ $vars['staffId'] = $vars['staffId'] ?: 0;
if ($poster && is_object($poster)) {
$vars['staffId'] = $poster->getId();
$vars['poster'] = $poster->getName();