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Remove requirement of ticket id in subject line
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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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Jared Hancock committed Sep 3, 2013
1 parent acd4f06 commit 29b3714
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Showing 7 changed files with 354 additions and 42 deletions.
4 changes: 4 additions & 0 deletions include/api.tickets.php
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Original file line number Diff line number Diff line change
Expand Up @@ -113,6 +113,10 @@ function processEmail() {
return $ticket;
}

if (($thread = ThreadEntry::lookupByEmailHeaders($data))
&& $thread->postEmail($data)) {
return true;
}
return $this->createTicket($data);
}

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5 changes: 0 additions & 5 deletions include/class.api.php
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Original file line number Diff line number Diff line change
Expand Up @@ -423,11 +423,6 @@ function fixup($data) {
if(!$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']);

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12 changes: 12 additions & 0 deletions include/class.mailer.php
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Original file line number Diff line number Diff line change
Expand Up @@ -123,6 +123,18 @@ function send($to, $subject, $message, $options=null) {
$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
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24 changes: 9 additions & 15 deletions include/class.mailfetch.php
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Original file line number Diff line number Diff line change
Expand Up @@ -233,6 +233,8 @@ function getHeaderInfo($mid) {
'subject'=>@$headerinfo->subject,
'mid' => trim(@$headerinfo->message_id),
'header' => $this->getHeader($mid),
'in-reply-to' => $headerinfo->in_reply_to,
'references' => $headerinfo->references,
);

if ($replyto = $headerinfo->reply_to) {
Expand Down Expand Up @@ -400,10 +402,6 @@ function createTicket($mid) {
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]';
Expand All @@ -423,19 +421,15 @@ function createTicket($mid) {

$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 {
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161 changes: 158 additions & 3 deletions include/class.thread.php
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Original file line number Diff line number Diff line change
Expand Up @@ -189,6 +189,14 @@ function deleteAttachments() {

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(!$res || !db_affected_rows())
return false;
Expand Down Expand Up @@ -230,7 +238,7 @@ function load($id=0, $type='', $ticketId=0) {
if(!$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
Expand Down Expand Up @@ -309,6 +317,10 @@ function getTicketId() {
return $this->ht['ticket_id'];
}

function getEmailMessageId() {
return $this->ht['email_mid'];
}

function getTicket() {

if(!$this->ticket && $this->getTicketId())
Expand Down Expand Up @@ -471,7 +483,76 @@ function getAttachmentsLinks($file='attachment.php', $target='', $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;

$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() {
Expand All @@ -495,8 +576,11 @@ function saveEmailInfo($vars) {

$sql='INSERT INTO '.TICKET_EMAIL_INFO_TABLE
.' SET message_id='.db_input($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($sql)?db_insert_id():0;
}
Expand Down Expand Up @@ -544,8 +628,56 @@ function lookup($id, $tid=0, $type='') {
)?$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($vars['type'], array('M','R','N')))
Expand All @@ -562,6 +694,12 @@ function create($vars) {

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']);
Expand All @@ -584,6 +722,12 @@ function create($vars) {
if($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;
}

Expand Down Expand Up @@ -630,6 +774,17 @@ function lookup($id, $tid=0, $type='M') {
&& $m->getId()==$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 */
Expand Down
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