vendor/uvdesk/mailbox-component/Services/MailboxService.php line 612

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  1. <?php
  3. namespace Webkul\UVDesk\MailboxBundle\Services;
  5. use PhpMimeMailParser\Parser;
  6. use Symfony\Component\Yaml\Yaml;
  7. use Doctrine\ORM\EntityManagerInterface;
  8. use Symfony\Component\HttpFoundation\Request;
  9. use Symfony\Component\HttpFoundation\Response;
  10. use Symfony\Component\HttpFoundation\RequestStack;
  11. use Webkul\UVDesk\CoreFrameworkBundle\Entity\User;
  12. use Symfony\Component\EventDispatcher\GenericEvent;
  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\CoreFrameworkBundle\Utils\TokenGenerator;
  20. use Webkul\UVDesk\MailboxBundle\Utils\MailboxConfiguration;
  21. use Symfony\Component\DependencyInjection\ContainerInterface;
  22. use Webkul\UVDesk\CoreFrameworkBundle\Workflow\Events as CoreWorkflowEvents;
  24. use Webkul\UVDesk\MailboxBundle\Utils\IMAP;
  25. use Webkul\UVDesk\MailboxBundle\Utils\SMTP;
  27. class MailboxService
  28. {
  29.     const PATH_TO_CONFIG = '/config/packages/uvdesk_mailbox.yaml';
  31.     private $parser;
  32.     private $container;
  33.     private $requestStack;
  34.     private $entityManager;
  35.     private $mailboxCollection = [];
  37.     public function __construct(ContainerInterface $container, RequestStack $requestStack, EntityManagerInterface $entityManager)
  38.     {
  39.         $this->container = $container;
  40.         $this->requestStack = $requestStack;
  41.         $this->entityManager = $entityManager;
  42.     }
  44.     public function getPathToConfigurationFile()
  45.     {
  46.         return $this->container->get('kernel')->getProjectDir() . self::PATH_TO_CONFIG;
  47.     }
  49.     public function createConfiguration($params)
  50.     {
  51.         $configuration = new MailboxConfigurations\MailboxConfiguration($params);
  52.         return $configuration ?? null;
  53.     }
  55.     public function parseMailboxConfigurations(bool $ignoreInvalidAttributes = false) 
  56.     {
  57.         $path = $this->getPathToConfigurationFile();
  59.         if (!file_exists($path)) {
  60.             throw new \Exception("File '$path' not found.");
  61.         }
  63.         // Read configurations from package config.
  64.         $mailboxes = $this->container->getParameter('uvdesk.mailboxes');
  65.         $defaultMailbox = $this->container->getParameter('uvdesk.default_mailbox');
  66.         
  67.         $mailboxConfiguration = new MailboxConfiguration($defaultMailbox);
  69.         foreach ($mailboxes as $id) {
  70.             $params = $this->container->getParameter("uvdesk.mailboxes.$id");
  72.             // IMAP Configuration
  73.             $imapConfiguration = null;
  75.             if (!empty($params['imap_server'])) {
  76.                 $imapConfiguration = IMAP\Configuration::guessTransportDefinition($params['imap_server']);
  77.     
  78.                 if ($imapConfiguration instanceof IMAP\Transport\AppTransportConfigurationInterface) {
  79.                     $imapConfiguration
  80.                         ->setClient($params['imap_server']['client'])
  81.                         ->setUsername($params['imap_server']['username'])
  82.                     ;
  83.                 } else if ($imapConfiguration instanceof IMAP\Transport\SimpleTransportConfigurationInterface) {
  84.                     $imapConfiguration
  85.                         ->setUsername($params['imap_server']['username'])
  86.                     ;
  87.                 } else {
  88.                     $imapConfiguration
  89.                         ->setUsername($params['imap_server']['username'])
  90.                         ->setPassword($params['imap_server']['password'])
  91.                     ;
  92.                 }
  93.             }
  95.             // SMTP Configuration
  96.             $smtpConfiguration = null;
  98.             if (!empty($params['smtp_server'])) {
  99.                 $smtpConfiguration = SMTP\Configuration::guessTransportDefinition($params['smtp_server']);
  100.     
  101.                 if ($smtpConfiguration instanceof SMTP\Transport\AppTransportConfigurationInterface) {
  102.                     $smtpConfiguration
  103.                         ->setClient($params['smtp_server']['client'])
  104.                         ->setUsername($params['smtp_server']['username'])
  105.                     ;
  106.                 } else if ($smtpConfiguration instanceof SMTP\Transport\ResolvedTransportConfigurationInterface) {
  107.                     $smtpConfiguration
  108.                         ->setUsername($params['smtp_server']['username'])
  109.                         ->setPassword($params['smtp_server']['password'])
  110.                     ;
  111.                 }  else {
  112.                     $smtpConfiguration
  113.                         ->setHost($params['smtp_server']['host'])
  114.                         ->setPort($params['smtp_server']['port'])
  115.                         ->setUsername($params['smtp_server']['username'])
  116.                         ->setPassword($params['smtp_server']['password'])
  117.                     ;
  119.                     if (!empty($params['smtp_server']['sender_address'])) {
  120.                         $smtpConfiguration
  121.                             ->setSenderAddress($params['smtp_server']['sender_address'])
  122.                         ;
  123.                     }
  124.                 }
  125.             }
  127.             // Mailbox Configuration
  128.             $mailbox = new Mailbox($id);
  129.             $mailbox
  130.                 ->setName($params['name'])
  131.                 ->setIsEnabled($params['enabled'])
  132.                 ->setIsEmailDeliveryDisabled(empty($params['disable_outbound_emails']) ? false : $params['disable_outbound_emails'])
  133.                 ->setIsStrictModeEnabled(empty($params['use_strict_mode']) ? false : $params['use_strict_mode'])
  134.             ;
  136.             if (!empty($imapConfiguration)) {
  137.                 $mailbox
  138.                     ->setImapConfiguration($imapConfiguration)
  139.                 ;
  140.             }
  142.             if (!empty($smtpConfiguration)) {
  143.                 $mailbox
  144.                     ->setSmtpConfiguration($smtpConfiguration)
  145.                 ;
  146.             }
  148.             $mailboxConfiguration->addMailbox($mailbox);
  149.         }
  151.         return $mailboxConfiguration;
  152.     }
  154.     private function getParser()
  155.     {
  156.         if (empty($this->parser)) {
  157.             $this->parser = new Parser();
  158.         }
  160.         return $this->parser;
  161.     }
  163.     private function getRegisteredMailboxes()
  164.     {
  165.         if (empty($this->mailboxCollection)) {
  166.             $this->mailboxCollection = array_map(function ($mailboxId) {
  167.                 return $this->container->getParameter("uvdesk.mailboxes.$mailboxId");
  168.             }, $this->container->getParameter('uvdesk.mailboxes'));
  169.         }
  171.         return $this->mailboxCollection;
  172.     }
  174.     public function parseAddress($type)
  175.     {
  176.         $addresses = mailparse_rfc822_parse_addresses($this->getParser()->getHeader($type));
  178.         return $addresses ?: false;
  179.     }
  181.     public function getEmailAddress($addresses)
  182.     {
  183.         foreach ((array) $addresses as $address) {
  184.             if (filter_var($address['address'], FILTER_VALIDATE_EMAIL)) {
  185.                 return $address['address'];
  186.             }
  187.         }
  189.         return null;
  190.     }
  192.     public function getMailboxByEmail($email)
  193.     {
  194.         foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  195.             if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  196.                 return $registeredMailbox;
  197.             }
  198.         }
  200.         throw new \Exception("No mailbox found for email '$email'");
  201.     }
  202.     
  203.     public function getMailboxByToEmail($email)
  204.     {
  205.         foreach ($this->getRegisteredMailboxes() as $registeredMailbox) {
  206.             if (strtolower($email) === strtolower($registeredMailbox['imap_server']['username'])) {
  207.                 return true;
  208.             }
  209.         }
  211.         return false;
  212.     }
  214.     private function searchticketSubjectRefrence($senderEmail, $messageSubject) {
  215.         
  216.         // Search Criteria: Find ticket based on subject
  217.         if (!empty($senderEmail) && !empty($messageSubject)) {
  218.             $threadRepository = $this->entityManager->getRepository(Thread::class);
  219.             $ticket = $threadRepository->findTicketBySubject($senderEmail, $messageSubject);
  221.             if ($ticket  != null) {
  222.                 return $ticket;
  223.             }
  224.         }
  226.         return null;
  227.     }
  229.     private function searchExistingTickets(array $criterias = [])
  230.     {
  231.         if (empty($criterias)) {
  232.             return null;
  233.         }
  235.         $ticketRepository = $this->entityManager->getRepository(Ticket::class);
  236.         $threadRepository = $this->entityManager->getRepository(Thread::class);
  238.         foreach ($criterias as $criteria => $criteriaValue) {
  239.             if (empty($criteriaValue)) {
  240.                 continue;
  241.             }
  243.             switch ($criteria) {
  244.                 case 'messageId':
  245.                     // Search Criteria 1: Find ticket by unique message id
  246.                     $ticket = $ticketRepository->findOneByReferenceIds($criteriaValue);
  248.                     if (!empty($ticket)) {
  249.                         return $ticket;
  250.                     } else {
  251.                         $thread = $threadRepository->findOneByMessageId($criteriaValue);
  252.         
  253.                         if (!empty($thread)) {
  254.                             return $thread->getTicket();
  255.                         }
  256.                     }
  257.                     
  258.                     break;
  259.                 case 'outlookConversationId':
  260.                     // Search Criteria 1: Find ticket by unique message id
  261.                     $ticket = $ticketRepository->findOneByOutlookConversationId($criteriaValue);
  263.                     if (!empty($ticket)) {
  264.                         return $ticket;
  265.                     }
  266.                     
  267.                     break;
  268.                 case 'inReplyTo':
  269.                     // Search Criteria 2: Find ticket based on in-reply-to reference id
  270.                     $ticket = $this->entityManager->getRepository(Thread::class)->findThreadByRefrenceId($criteriaValue);
  272.                     if (!empty($ticket)) {
  273.                         return $ticket;
  274.                     } else {
  275.                         $thread = $threadRepository->findOneByMessageId($criteriaValue);
  276.         
  277.                         if (!empty($thread)) {
  278.                             return $thread->getTicket();
  279.                         }
  280.                     }
  281.                     
  282.                     break;
  283.                 case 'referenceIds':
  284.                     // Search Criteria 3: Find ticket based on reference id
  285.                     // Break references into ind. message id collection, and iteratively 
  286.                     // search for existing threads for these message ids.
  287.                     $referenceIds = explode(' ', $criteriaValue);
  289.                     foreach ($referenceIds as $messageId) {
  290.                         $thread = $threadRepository->findOneByMessageId($messageId);
  292.                         if (!empty($thread)) {
  293.                             return $thread->getTicket();
  294.                         }
  295.                     }
  297.                     break;
  298.                 default:
  299.                     break;
  300.             }
  301.         }
  303.         // Search Criteria 4: Find ticket based on subject
  304.         if (!empty($criterias['replyTo']) && !empty($criterias['from']) && !empty($criterias['subject'])) {
  305.             $ticket = $threadRepository->findTicketBySubject($criterias['from'], $criterias['subject']);
  307.             if (!empty($ticket)) {
  308.                 return $ticket;
  309.             }
  310.         }
  311.         
  312.         return null;
  313.     }
  314.     
  315.     public function processMail($rawEmail)
  316.     {
  317.         $mailData = [];
  318.         $parser = $this->getParser();
  319.         $parser->setText($rawEmail);
  321.         $from = $this->parseAddress('from') ?: $this->parseAddress('sender');
  322.         $addresses = [
  323.             'from' => $this->getEmailAddress($from),
  324.             'to' => empty($this->parseAddress('X-Forwarded-To')) ? $this->parseAddress('to') : $this->parseAddress('X-Forwarded-To'),
  325.             'cc' => $this->parseAddress('cc'),
  326.             'delivered-to' => $this->parseAddress('delivered-to'),
  327.         ];
  329.         if (empty($addresses['from'])) {
  330.             return [
  331.                 'message' => "No 'from' email address was found while processing contents of email.", 
  332.                 'content' => [], 
  333.             ];
  334.         } else {
  335.             if (!empty($addresses['delivered-to'])) {
  336.                 $addresses['to'] = array_map(function($address) {
  337.                     return $address['address'];
  338.                 }, $addresses['delivered-to']);
  339.             } else if (!empty($addresses['to'])) {
  340.                 $addresses['to'] = array_map(function($address) {
  341.                     return $address['address'];
  342.                 }, $addresses['to']);
  343.             } else if (!empty($addresses['cc'])) {
  344.                 $addresses['to'] = array_map(function($address) {
  345.                     return $address['address'];
  346.                 }, $addresses['cc']);
  347.             }
  348.             
  349.             // Skip email processing if no to-emails are specified
  350.             if (empty($addresses['to'])) {
  351.                 return [
  352.                     'message' => "No 'to' email addresses were found in the email.", 
  353.                     'content' => [
  354.                         'from' => !empty($addresses['from']) ? $addresses['from'] : null, 
  355.                     ], 
  356.                 ];
  357.             }
  359.             // Skip email processing if email is an auto-forwarded message to prevent infinite loop.
  360.             if ($parser->getHeader('precedence') || $parser->getHeader('x-autoreply') || $parser->getHeader('x-autorespond') || 'auto-replied' == $parser->getHeader('auto-submitted')) {
  361.                 return [
  362.                     'message' => "Received an auto-forwarded email which can lead to possible infinite loop of email exchanges. Skipping email from further processing.", 
  363.                     'content' => [
  364.                         'from' => !empty($addresses['from']) ? $addresses['from'] : null, 
  365.                     ], 
  366.                 ];
  367.             }
  369.             // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  370.             try {
  371.                 $this->getMailboxByEmail($addresses['from']);
  373.                 return [
  374.                     'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.", 
  375.                     'content' => [
  376.                         'from' => !empty($addresses['from']) ? $addresses['from'] : null, 
  377.                     ], 
  378.                 ];
  379.             } catch (\Exception $e) {
  380.                 // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  381.             }
  382.         }
  384.         $mailData['replyTo'] = '';
  385.         
  386.         foreach($addresses['to'] as $mailboxEmail){
  387.             if($this->getMailboxByToEmail(strtolower($mailboxEmail))){
  388.                 $mailData['replyTo'] = $mailboxEmail;
  389.             }
  390.         }
  392.         $mailboxEmail = null;
  393.         $mailboxEmailCandidates = !empty($addresses['to']) ? $addresses['to'] : [];
  395.         foreach ($addresses['delivered-to'] as $emailAddress) {
  396.             $mailboxEmailCandidates[] = $emailAddress['address'];
  397.         }
  399.         if (!empty($addresses['cc'])) {
  400.             foreach ($addresses['cc'] as $emailAddress) {
  401.                 $mailboxEmailCandidates[] = is_array($emailAddress) ? $emailAddress['address'] : $emailAddress;
  402.             }
  403.         }
  405.         $mailboxEmailCandidates = array_values(array_unique(array_filter($mailboxEmailCandidates)));
  407.         foreach ($mailboxEmailCandidates as $emailAddress) {
  408.             try {
  409.                 $mailbox = $this->getMailboxByEmail($emailAddress);
  411.                 if (!empty($mailbox)) {
  412.                     $mailboxEmail = $emailAddress;
  414.                     break;
  415.                 }
  416.             } catch (\Exception $e) { /* No mailboxes found */ }
  417.         }
  419.         // Process Mail - References
  420.         $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  422.         $mailData['mailboxEmail'] = $mailboxEmail;
  423.         $mailData['replyTo'] = $addresses['to'];
  424.         $mailData['messageId'] = $parser->getHeader('message-id') ?: null;
  425.         $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  426.         $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  427.         $mailData['cc'] = array_filter(explode(',', $parser->getHeader('cc'))) ?: [];
  428.         $mailData['bcc'] = array_filter(explode(',', $parser->getHeader('bcc'))) ?: [];
  430.         // Process Mail - User Details
  431.         $mailData['source'] = 'email';
  432.         $mailData['createdBy'] = 'customer';
  433.         $mailData['role'] = 'ROLE_CUSTOMER';
  434.         $mailData['from'] = $addresses['from'];
  435.         $mailData['name'] = trim(current(explode('@', $from[0]['display'])));
  437.         // Process Mail - Content
  438.         $htmlFilter = new HTMLFilter();
  439.         $mailData['subject'] = $parser->getHeader('subject');
  440.         $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('htmlEmbedded')));
  441.         $mailData['attachments'] = $parser->getAttachments();
  442.         
  443.         if (!$mailData['message']) {
  444.             $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('text')));
  445.         }
  447.         $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  448.         
  449.         if (!empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  450.             return [
  451.                 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.", 
  452.                 'content' => [
  453.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  454.                 ], 
  455.             ];
  456.         }
  458.         // Search for any existing tickets
  459.         $ticket = $this->searchExistingTickets([
  460.             'messageId' => $mailData['messageId'],
  461.             'inReplyTo' => $mailData['inReplyTo'],
  462.             'replyTo' => $mailData['replyTo'],
  463.             'referenceIds' => $mailData['referenceIds'],
  464.             'from' => $mailData['from'],
  465.             'subject' => $mailData['subject'],
  466.         ]);
  468.         if (empty($ticket)) {
  469.             $mailData['threadType'] = 'create';
  470.             $mailData['referenceIds'] = $mailData['messageId'];
  472.             // @Todo For same subject with same customer check
  473.             // $ticketSubjectRefrenceExist = $this->searchticketSubjectRefrence($mailData['from'], $mailData['subject']);
  475.             // if(!empty($ticketSubjectRefrenceExist)) {
  476.             //     return;
  477.             // }
  479.             $thread = $this->container->get('ticket.service')->createTicket($mailData);
  480.     
  481.             if (!empty($thread)) {
  482.                 // Trigger ticket created event
  483.                 $event = new GenericEvent(CoreWorkflowEvents\Ticket\Create::getId(), [
  484.                     'entity' =>  $thread->getTicket(),
  485.                 ]);
  486.     
  487.                 $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  488.             }
  489.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  490.             $mailData['threadType'] = 'reply';
  491.             $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  492.             $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  493.             $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  495.             if (!empty($thread)) {
  496.                 // Thread with the same message id exists skip process.
  497.                 return [
  498.                     'message' => "The contents of this email has already been processed.", 
  499.                     'content' => [
  500.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  501.                         'thread' => $thread->getId(), 
  502.                         'ticket' => $ticket->getId(), 
  503.                     ], 
  504.                 ];
  505.             }
  507.             if (in_array($mailData['messageId'], $referenceIds)) {
  508.                 // Thread with the same message id exists skip process.
  509.                 return [
  510.                     'message' => "The contents of this email has already been processed.", 
  511.                     'content' => [
  512.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  513.                     ], 
  514.                 ];
  515.             }
  517.             if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  518.                 // Reply from customer
  519.                 $user = $ticket->getCustomer();
  521.                 $mailData['user'] = $user;
  522.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  523.             } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  524.                 // Reply from collaborator
  525.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  527.                 $mailData['user'] = $user;
  528.                 $mailData['createdBy'] = 'collaborator';
  529.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  530.             } else {
  531.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  532.                 
  533.                 if (!empty($user) && null != $user->getAgentInstance()) {
  534.                     $mailData['user'] = $user;
  535.                     $mailData['createdBy'] = 'agent';
  536.                     $userDetails = $user->getAgentInstance()->getPartialDetails();
  537.                 } else {
  538.                     // Add user as a ticket collaborator
  539.                     if (empty($user)) {
  540.                         // Create a new user instance with customer support role
  541.                         $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  543.                         $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  544.                             'source' => 'email',
  545.                             'active' => true
  546.                         ]);
  547.                     }
  549.                     $mailData['user'] = $user;
  550.                     $userDetails = $user->getCustomerInstance()->getPartialDetails();
  552.                     if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  553.                         $ticket->addCollaborator($user);
  555.                         $this->entityManager->persist($ticket);
  556.                         $this->entityManager->flush();
  558.                         $ticket->lastCollaborator = $user;
  559.                         
  560.                         $event = new GenericEvent(CoreWorkflowEvents\Ticket\Collaborator::getId(), [
  561.                             'entity' => $ticket,
  562.                         ]);
  564.                         $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  565.                     }
  566.                 }
  567.             }
  569.             $mailData['fullname'] = $userDetails['name'];
  570.             
  571.             $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  572.             
  573.             if ($thread->getThreadType() == 'reply') {
  574.                 if ($thread->getCreatedBy() == 'customer') {
  575.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CustomerReply::getId(), [
  576.                         'entity' =>  $ticket,
  577.                     ]);
  578.                 }  else if ($thread->getCreatedBy() == 'collaborator') {
  579.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CollaboratorReply::getId(), [
  580.                         'entity' =>  $ticket,
  581.                     ]);
  582.                 } else {
  583.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\AgentReply::getId(), [
  584.                         'entity' =>  $ticket,
  585.                     ]);
  586.                 }
  587.             }
  589.             // Trigger thread reply event
  590.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  591.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  592.             return [
  593.                 'message' => "The contents of this email has already been processed.", 
  594.                 'content' => [
  595.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  596.                     'thread' => !empty($thread) ? $thread->getId() : null, 
  597.                     'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  598.                 ], 
  599.             ];
  600.         }
  602.         return [
  603.             'message' => "Inbound email processsed successfully.", 
  604.             'content' => [
  605.                 'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  606.                 'thread' => !empty($thread) ? $thread->getId() : null, 
  607.                 'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  608.             ], 
  609.         ];
  610.     }
  612.     public function processOutlookMail(array $outlookEmail)
  613.     {
  614.         $mailData = [];
  615.         $senderName = null;
  616.         $senderAddress = null;
  618.         if (!empty($outlookEmail['from']['emailAddress']['address'])) {
  619.             $senderName = $outlookEmail['from']['emailAddress']['name'];
  620.             $senderAddress = $outlookEmail['from']['emailAddress']['address'];
  621.         } else if (!empty($outlookEmail['sender']['emailAddress']['address'])) {
  622.             $senderName = $outlookEmail['sender']['emailAddress']['name'];
  623.             $senderAddress = $outlookEmail['sender']['emailAddress']['address'];
  624.         } else {
  625.             return [
  626.                 'message' => "No 'from' email address was found while processing contents of email.", 
  627.                 'content' => [], 
  628.             ];
  629.         }
  631.         $toRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['toRecipients']);
  632.         $ccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['ccRecipients'] ?? []);
  633.         $bccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['bccRecipients'] ?? []);
  635.         $addresses = [
  636.             'from' => $senderAddress, 
  637.             'to' => $toRecipients, 
  638.             'cc' => $ccRecipients, 
  639.         ];
  640.         
  641.         // Skip email processing if no to-emails are specified
  642.         if (empty($addresses['to'])) {
  643.             return [
  644.                 'message' => "No 'to' email addresses were found in the email.", 
  645.                 'content' => [
  646.                     'from' => $senderAddress ?? null, 
  647.                 ], 
  648.             ];
  649.         }
  651.         // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  652.         try {
  653.             $this->getMailboxByEmail($senderAddress);
  655.             return [
  656.                 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.", 
  657.                 'content' => [
  658.                     'from' => $senderAddress ?? null, 
  659.                 ], 
  660.             ];
  661.         } catch (\Exception $e) {
  662.             // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  663.         }
  665.         // Process Mail - References
  666.         // $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  667.         $mailData['replyTo'] = $addresses['to'];
  669.         $mailData['messageId'] = $outlookEmail['internetMessageId'];
  670.         $mailData['outlookConversationId'] = $outlookEmail['conversationId'];
  671.         $mailData['inReplyTo'] = $outlookEmail['conversationId'];
  672.         // $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  673.         $mailData['referenceIds'] = '';
  674.         // $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  675.         $mailData['cc'] = $ccRecipients;
  676.         $mailData['bcc'] = $bccRecipients;
  678.         // Process Mail - User Details
  679.         $mailData['source'] = 'email';
  680.         $mailData['createdBy'] = 'customer';
  681.         $mailData['role'] = 'ROLE_CUSTOMER';
  682.         $mailData['from'] = $senderAddress;
  683.         $mailData['name'] = trim($senderName);
  685.         // Process Mail - Content
  686.         $htmlFilter = new HTMLFilter();
  687.         $mailData['subject'] = $outlookEmail['subject'];
  688.         $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($outlookEmail['body']['content']));
  690.         $mailData['attachments'] = [];
  691.         $mailData['attachmentContent'] = isset($outlookEmail['outlookAttachments']) ? $outlookEmail['outlookAttachments'] : [];
  693.         $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  694.         
  695.         if (
  696.             ! empty($mailData['from'])
  697.             && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)
  698.         ) {
  699.             return [
  700.                 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.", 
  701.                 'content' => [
  702.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  703.                 ], 
  704.             ];
  705.         }
  707.         // return [
  708.         //     'outlookConversationId' => $mailData['outlookConversationId'],
  709.         //     'message' => "No 'to' email addresses were found in the email.", 
  710.         //     'content' => [
  711.         //         'outlookConversationId' => $mailData['outlookConversationId'],
  712.         //     ], 
  713.         // ];
  716.         // Search for any existing tickets
  717.         $ticket = $this->searchExistingTickets([
  718.             'messageId' => $mailData['messageId'],
  719.             'inReplyTo' => $mailData['inReplyTo'],
  720.             'replyTo' => $mailData['replyTo'],
  721.             'referenceIds' => $mailData['referenceIds'],
  722.             'from' => $mailData['from'],
  723.             'subject' => $mailData['subject'], 
  724.             'outlookConversationId' => $mailData['outlookConversationId'],
  725.         ]);
  727.         if (empty($ticket)) {
  728.             $mailData['threadType'] = 'create';
  729.             $mailData['referenceIds'] = $mailData['messageId'];
  731.             // @Todo For same subject with same customer check
  732.             // $ticketSubjectRefrenceExist = $this->searchticketSubjectRefrence($mailData['from'], $mailData['subject']);
  734.             // if(!empty($ticketSubjectRefrenceExist)) {
  735.             //     return;
  736.             // }
  738.             $thread = $this->container->get('ticket.service')->createTicket($mailData);
  740.             // Trigger ticket created event
  741.             $event = new GenericEvent(CoreWorkflowEvents\Ticket\Create::getId(), [
  742.                 'entity' =>  $thread->getTicket(),
  743.             ]);
  745.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  746.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  747.             $mailData['threadType'] = 'reply';
  748.             $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  749.             $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  750.             $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  752.             if (!empty($thread)) {
  753.                 // Thread with the same message id exists skip process.
  754.                 return [
  755.                     'message' => "The contents of this email has already been processed 1.", 
  756.                     'content' => [
  757.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  758.                         'thread' => $thread->getId(), 
  759.                         'ticket' => $ticket->getId(), 
  760.                     ], 
  761.                 ];
  762.             }
  764.             if (in_array($mailData['messageId'], $referenceIds)) {
  765.                 // Thread with the same message id exists skip process.
  766.                 return [
  767.                     'message' => "The contents of this email has already been processed 2.", 
  768.                     'content' => [
  769.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  770.                     ], 
  771.                 ];
  772.             }
  774.             if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  775.                 // Reply from customer
  776.                 $user = $ticket->getCustomer();
  778.                 $mailData['user'] = $user;
  779.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  780.             } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  781.                 // Reply from collaborator
  782.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  784.                 $mailData['user'] = $user;
  785.                 $mailData['createdBy'] = 'collaborator';
  786.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  787.             } else {
  788.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  789.                 
  790.                 if (!empty($user) && null != $user->getAgentInstance()) {
  791.                     $mailData['user'] = $user;
  792.                     $mailData['createdBy'] = 'agent';
  793.                     $userDetails = $user->getAgentInstance()->getPartialDetails();
  794.                 } else {
  795.                     // Add user as a ticket collaborator
  796.                     if (empty($user)) {
  797.                         // Create a new user instance with customer support role
  798.                         $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  800.                         $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  801.                             'source' => 'email',
  802.                             'active' => true
  803.                         ]);
  804.                     }
  806.                     $mailData['user'] = $user;
  807.                     $userDetails = $user->getCustomerInstance()->getPartialDetails();
  809.                     if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  810.                         $ticket->addCollaborator($user);
  812.                         $this->entityManager->persist($ticket);
  813.                         $this->entityManager->flush();
  815.                         $ticket->lastCollaborator = $user;
  816.                         
  817.                         $event = new GenericEvent(CoreWorkflowEvents\Ticket\Collaborator::getId(), [
  818.                             'entity' => $ticket,
  819.                         ]);
  821.                         $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  822.                     }
  823.                 }
  824.             }
  826.             $mailData['fullname'] = $userDetails['name'];
  827.             
  828.             $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  829.             
  830.             if($thread->getThreadType() == 'reply') {
  831.                 if ($thread->getCreatedBy() == 'customer') {
  832.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CustomerReply::getId(), [
  833.                         'entity' =>  $ticket,
  834.                     ]);
  835.                 }  else if ($thread->getCreatedBy() == 'collaborator') {
  836.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CollaboratorReply::getId(), [
  837.                         'entity' =>  $ticket,
  838.                     ]);
  839.                 } else {
  840.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\AgentReply::getId(), [
  841.                         'entity' =>  $ticket,
  842.                     ]);
  843.                 }
  844.             }
  846.             // Trigger thread reply event
  847.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  848.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  849.             return [
  850.                 'message' => "The contents of this email has already been processed 3.", 
  851.                 'content' => [
  852.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  853.                     'thread' => !empty($thread) ? $thread->getId() : null, 
  854.                     'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  855.                 ], 
  856.             ];
  857.         }
  859.         return [
  860.             'message' => "Inbound email processed successfully.", 
  861.             'content' => [
  862.                 'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  863.                 'thread' => !empty($thread) ? $thread->getId() : null, 
  864.                 'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  865.             ],
  866.         ];
  867.     }
  868. }