vendor/uvdesk/mailbox-component/Services/MailboxService.php line 319

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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 $thread->getTicket();
  294.                         }
  295.                     }
  297.                     break;
  298.                 default:
  299.                     break;
  300.             }
  301.         }
  303.         // // Search Criteria 4: Find ticket based on subject
  304.         // if (!empty($messageSubject)) {
  305.         //     $ticket = $threadRepository->findTicketBySubject($senderEmail, $subject);
  307.         //     if (!empty($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.         // Process Mail - References
  393.         $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  394.         $mailData['replyTo'] = $addresses['to'];
  395.         $mailData['messageId'] = $parser->getHeader('message-id') ?: null;
  396.         $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  397.         $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  398.         $mailData['cc'] = array_filter(explode(',', $parser->getHeader('cc'))) ?: [];
  399.         $mailData['bcc'] = array_filter(explode(',', $parser->getHeader('bcc'))) ?: [];
  401.         // Process Mail - User Details
  402.         $mailData['source'] = 'email';
  403.         $mailData['createdBy'] = 'customer';
  404.         $mailData['role'] = 'ROLE_CUSTOMER';
  405.         $mailData['from'] = $addresses['from'];
  406.         $mailData['name'] = trim(current(explode('@', $from[0]['display'])));
  408.         // Process Mail - Content
  409.         $htmlFilter = new HTMLFilter();
  410.         $mailData['subject'] = $parser->getHeader('subject');
  411.         $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('htmlEmbedded')));
  412.         $mailData['attachments'] = $parser->getAttachments();
  413.         
  414.         if (!$mailData['message']) {
  415.             $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($parser->getMessageBody('text')));
  416.         }
  418.         $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  419.         
  420.         if (!empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  421.             return [
  422.                 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.", 
  423.                 'content' => [
  424.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  425.                 ], 
  426.             ];
  427.         }
  429.         // Search for any existing tickets
  430.         $ticket = $this->searchExistingTickets([
  431.             'messageId' => $mailData['messageId'],
  432.             'inReplyTo' => $mailData['inReplyTo'],
  433.             'referenceIds' => $mailData['referenceIds'],
  434.             'from' => $mailData['from'],
  435.             'subject' => $mailData['subject'],
  436.         ]);
  438.         if (empty($ticket)) {
  439.             $mailData['threadType'] = 'create';
  440.             $mailData['referenceIds'] = $mailData['messageId'];
  442.             // @Todo For same subject with same customer check
  443.             // $ticketSubjectRefrenceExist = $this->searchticketSubjectRefrence($mailData['from'], $mailData['subject']);
  445.             // if(!empty($ticketSubjectRefrenceExist)) {
  446.             //     return;
  447.             // }
  449.             $thread = $this->container->get('ticket.service')->createTicket($mailData);
  451.             // Trigger ticket created event
  452.             $event = new GenericEvent(CoreWorkflowEvents\Ticket\Create::getId(), [
  453.                 'entity' =>  $thread->getTicket(),
  454.             ]);
  456.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  457.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  458.             $mailData['threadType'] = 'reply';
  459.             $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  460.             $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  461.             $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  463.             if (!empty($thread)) {
  464.                 // Thread with the same message id exists skip process.
  465.                 return [
  466.                     'message' => "The contents of this email has already been processed.", 
  467.                     'content' => [
  468.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  469.                         'thread' => $thread->getId(), 
  470.                         'ticket' => $ticket->getId(), 
  471.                     ], 
  472.                 ];
  473.             }
  475.             if (in_array($mailData['messageId'], $referenceIds)) {
  476.                 // Thread with the same message id exists skip process.
  477.                 return [
  478.                     'message' => "The contents of this email has already been processed.", 
  479.                     'content' => [
  480.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  481.                     ], 
  482.                 ];
  483.             }
  485.             if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  486.                 // Reply from customer
  487.                 $user = $ticket->getCustomer();
  489.                 $mailData['user'] = $user;
  490.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  491.             } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  492.                 // Reply from collaborator
  493.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  495.                 $mailData['user'] = $user;
  496.                 $mailData['createdBy'] = 'collaborator';
  497.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  498.             } else {
  499.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  500.                 
  501.                 if (!empty($user) && null != $user->getAgentInstance()) {
  502.                     $mailData['user'] = $user;
  503.                     $mailData['createdBy'] = 'agent';
  504.                     $userDetails = $user->getAgentInstance()->getPartialDetails();
  505.                 } else {
  506.                     // Add user as a ticket collaborator
  507.                     if (empty($user)) {
  508.                         // Create a new user instance with customer support role
  509.                         $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  511.                         $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  512.                             'source' => 'email',
  513.                             'active' => true
  514.                         ]);
  515.                     }
  517.                     $mailData['user'] = $user;
  518.                     $userDetails = $user->getCustomerInstance()->getPartialDetails();
  520.                     if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  521.                         $ticket->addCollaborator($user);
  523.                         $this->entityManager->persist($ticket);
  524.                         $this->entityManager->flush();
  526.                         $ticket->lastCollaborator = $user;
  527.                         
  528.                         $event = new GenericEvent(CoreWorkflowEvents\Ticket\Collaborator::getId(), [
  529.                             'entity' => $ticket,
  530.                         ]);
  532.                         $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  533.                     }
  534.                 }
  535.             }
  537.             $mailData['fullname'] = $userDetails['name'];
  538.             
  539.             $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  540.             
  541.             if($thread->getThreadType() == 'reply') {
  542.                 if ($thread->getCreatedBy() == 'customer') {
  543.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CustomerReply::getId(), [
  544.                         'entity' =>  $ticket,
  545.                     ]);
  546.                 }  else if ($thread->getCreatedBy() == 'collaborator') {
  547.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CollaboratorReply::getId(), [
  548.                         'entity' =>  $ticket,
  549.                     ]);
  550.                 } else {
  551.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\AgentReply::getId(), [
  552.                         'entity' =>  $ticket,
  553.                     ]);
  554.                 }
  555.             }
  557.             // Trigger thread reply event
  558.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  559.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  560.             return [
  561.                 'message' => "The contents of this email has already been processed.", 
  562.                 'content' => [
  563.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  564.                     'thread' => !empty($thread) ? $thread->getId() : null, 
  565.                     'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  566.                 ], 
  567.             ];
  568.         }
  570.         return [
  571.             'message' => "Inbound email processsed successfully.", 
  572.             'content' => [
  573.                 'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  574.                 'thread' => !empty($thread) ? $thread->getId() : null, 
  575.                 'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  576.             ], 
  577.         ];
  578.     }
  580.     public function processOutlookMail(array $outlookEmail)
  581.     {
  582.         $mailData = [];
  583.         $senderName = null;
  584.         $senderAddress = null;
  586.         if (!empty($outlookEmail['from']['emailAddress']['address'])) {
  587.             $senderName = $outlookEmail['from']['emailAddress']['name'];
  588.             $senderAddress = $outlookEmail['from']['emailAddress']['address'];
  589.         } else if (!empty($outlookEmail['sender']['emailAddress']['address'])) {
  590.             $senderName = $outlookEmail['sender']['emailAddress']['name'];
  591.             $senderAddress = $outlookEmail['sender']['emailAddress']['address'];
  592.         } else {
  593.             return [
  594.                 'message' => "No 'from' email address was found while processing contents of email.", 
  595.                 'content' => [], 
  596.             ];
  597.         }
  599.         $toRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['toRecipients']);
  600.         $ccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['ccRecipients'] ?? []);
  601.         $bccRecipients = array_map(function ($recipient) { return $recipient['emailAddress']['address']; }, $outlookEmail['bccRecipients'] ?? []);
  603.         $addresses = [
  604.             'from' => $senderAddress, 
  605.             'to' => $toRecipients, 
  606.             'cc' => $ccRecipients, 
  607.         ];
  608.         
  609.         // Skip email processing if no to-emails are specified
  610.         if (empty($addresses['to'])) {
  611.             return [
  612.                 'message' => "No 'to' email addresses were found in the email.", 
  613.                 'content' => [
  614.                     'from' => $senderAddress ?? null, 
  615.                 ], 
  616.             ];
  617.         }
  619.         // Check for self-referencing. Skip email processing if a mailbox is configured by the sender's address.
  620.         try {
  621.             $this->getMailboxByEmail($senderAddress);
  623.             return [
  624.                 'message' => "Received a self-referencing email where the sender email address matches one of the configured mailbox address. Skipping email from further processing.", 
  625.                 'content' => [
  626.                     'from' => $senderAddress ?? null, 
  627.                 ], 
  628.             ];
  629.         } catch (\Exception $e) {
  630.             // An exception being thrown means no mailboxes were found from the recipient's address. Continue processing.
  631.         }
  633.         // Process Mail - References
  634.         // $addresses['to'][0] = isset($mailData['replyTo']) ? strtolower($mailData['replyTo']) : strtolower($addresses['to'][0]);
  635.         $mailData['replyTo'] = $addresses['to'];
  637.         $mailData['messageId'] = $outlookEmail['internetMessageId'];
  638.         $mailData['outlookConversationId'] = $outlookEmail['conversationId'];
  639.         $mailData['inReplyTo'] = $outlookEmail['conversationId'];
  640.         // $mailData['inReplyTo'] = htmlspecialchars_decode($parser->getHeader('in-reply-to'));
  641.         $mailData['referenceIds'] = '';
  642.         // $mailData['referenceIds'] = htmlspecialchars_decode($parser->getHeader('references'));
  643.         $mailData['cc'] = $ccRecipients;
  644.         $mailData['bcc'] = $bccRecipients;
  646.         // Process Mail - User Details
  647.         $mailData['source'] = 'email';
  648.         $mailData['createdBy'] = 'customer';
  649.         $mailData['role'] = 'ROLE_CUSTOMER';
  650.         $mailData['from'] = $senderAddress;
  651.         $mailData['name'] = trim($senderName);
  653.         // Process Mail - Content
  654.         $htmlFilter = new HTMLFilter();
  655.         $mailData['subject'] = $outlookEmail['subject'];
  656.         $mailData['message'] = autolink($htmlFilter->addClassEmailReplyQuote($outlookEmail['body']['content']));
  658.         $mailData['attachments'] = [];
  659.         // $mailData['attachments'] = $parser->getAttachments();
  661.         $website = $this->entityManager->getRepository(Website::class)->findOneByCode('knowledgebase');
  662.         
  663.         if (!empty($mailData['from']) && $this->container->get('ticket.service')->isEmailBlocked($mailData['from'], $website)) {
  664.             return [
  665.                 'message' => "Received email where the sender email address is present in the block list. Skipping this email from further processing.", 
  666.                 'content' => [
  667.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  668.                 ], 
  669.             ];
  670.         }
  672.         // return [
  673.         //     'outlookConversationId' => $mailData['outlookConversationId'],
  674.         //     'message' => "No 'to' email addresses were found in the email.", 
  675.         //     'content' => [
  676.         //         'outlookConversationId' => $mailData['outlookConversationId'],
  677.         //     ], 
  678.         // ];
  680.         // Search for any existing tickets
  681.         $ticket = $this->searchExistingTickets([
  682.             'messageId' => $mailData['messageId'],
  683.             'inReplyTo' => $mailData['inReplyTo'],
  684.             'referenceIds' => $mailData['referenceIds'],
  685.             'from' => $mailData['from'],
  686.             'subject' => $mailData['subject'], 
  687.             'outlookConversationId' => $mailData['outlookConversationId'],
  688.         ]);
  690.         if (empty($ticket)) {
  691.             $mailData['threadType'] = 'create';
  692.             $mailData['referenceIds'] = $mailData['messageId'];
  694.             // @Todo For same subject with same customer check
  695.             // $ticketSubjectRefrenceExist = $this->searchticketSubjectRefrence($mailData['from'], $mailData['subject']);
  697.             // if(!empty($ticketSubjectRefrenceExist)) {
  698.             //     return;
  699.             // }
  701.             $thread = $this->container->get('ticket.service')->createTicket($mailData);
  703.             // Trigger ticket created event
  704.             $event = new GenericEvent(CoreWorkflowEvents\Ticket\Create::getId(), [
  705.                 'entity' =>  $thread->getTicket(),
  706.             ]);
  708.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  709.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && !empty($mailData['inReplyTo'])) {
  710.             $mailData['threadType'] = 'reply';
  711.             $thread = $this->entityManager->getRepository(Thread::class)->findOneByMessageId($mailData['messageId']);
  712.             $ticketRef = $this->entityManager->getRepository(Ticket::class)->findById($ticket->getId());
  713.             $referenceIds = explode(' ', $ticketRef[0]->getReferenceIds());
  715.             if (!empty($thread)) {
  716.                 // Thread with the same message id exists skip process.
  717.                 return [
  718.                     'message' => "The contents of this email has already been processed 1.", 
  719.                     'content' => [
  720.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  721.                         'thread' => $thread->getId(), 
  722.                         'ticket' => $ticket->getId(), 
  723.                     ], 
  724.                 ];
  725.             }
  727.             if (in_array($mailData['messageId'], $referenceIds)) {
  728.                 // Thread with the same message id exists skip process.
  729.                 return [
  730.                     'message' => "The contents of this email has already been processed 2.", 
  731.                     'content' => [
  732.                         'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  733.                     ], 
  734.                 ];
  735.             }
  737.             if ($ticket->getCustomer() && $ticket->getCustomer()->getEmail() == $mailData['from']) {
  738.                 // Reply from customer
  739.                 $user = $ticket->getCustomer();
  741.                 $mailData['user'] = $user;
  742.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  743.             } else if ($this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])){
  744.                 // Reply from collaborator
  745.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  747.                 $mailData['user'] = $user;
  748.                 $mailData['createdBy'] = 'collaborator';
  749.                 $userDetails = $user->getCustomerInstance()->getPartialDetails();
  750.             } else {
  751.                 $user = $this->entityManager->getRepository(User::class)->findOneByEmail($mailData['from']);
  752.                 
  753.                 if (!empty($user) && null != $user->getAgentInstance()) {
  754.                     $mailData['user'] = $user;
  755.                     $mailData['createdBy'] = 'agent';
  756.                     $userDetails = $user->getAgentInstance()->getPartialDetails();
  757.                 } else {
  758.                     // Add user as a ticket collaborator
  759.                     if (empty($user)) {
  760.                         // Create a new user instance with customer support role
  761.                         $role = $this->entityManager->getRepository(SupportRole::class)->findOneByCode('ROLE_CUSTOMER');
  763.                         $user = $this->container->get('user.service')->createUserInstance($mailData['from'], $mailData['name'], $role, [
  764.                             'source' => 'email',
  765.                             'active' => true
  766.                         ]);
  767.                     }
  769.                     $mailData['user'] = $user;
  770.                     $userDetails = $user->getCustomerInstance()->getPartialDetails();
  772.                     if (false == $this->entityManager->getRepository(Ticket::class)->isTicketCollaborator($ticket, $mailData['from'])) {
  773.                         $ticket->addCollaborator($user);
  775.                         $this->entityManager->persist($ticket);
  776.                         $this->entityManager->flush();
  778.                         $ticket->lastCollaborator = $user;
  779.                         
  780.                         $event = new GenericEvent(CoreWorkflowEvents\Ticket\Collaborator::getId(), [
  781.                             'entity' => $ticket,
  782.                         ]);
  784.                         $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  785.                     }
  786.                 }
  787.             }
  789.             $mailData['fullname'] = $userDetails['name'];
  790.             
  791.             $thread = $this->container->get('ticket.service')->createThread($ticket, $mailData);
  792.             
  793.             if($thread->getThreadType() == 'reply') {
  794.                 if ($thread->getCreatedBy() == 'customer') {
  795.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CustomerReply::getId(), [
  796.                         'entity' =>  $ticket,
  797.                     ]);
  798.                 }  else if ($thread->getCreatedBy() == 'collaborator') {
  799.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\CollaboratorReply::getId(), [
  800.                         'entity' =>  $ticket,
  801.                     ]);
  802.                 } else {
  803.                     $event = new GenericEvent(CoreWorkflowEvents\Ticket\AgentReply::getId(), [
  804.                         'entity' =>  $ticket,
  805.                     ]);
  806.                 }
  807.             }
  809.             // Trigger thread reply event
  810.             $this->container->get('event_dispatcher')->dispatch($event, 'uvdesk.automation.workflow.execute');
  811.         } else if (false === $ticket->getIsTrashed() && strtolower($ticket->getStatus()->getCode()) != 'spam' && empty($mailData['inReplyTo'])) {
  812.             return [
  813.                 'message' => "The contents of this email has already been processed 3.", 
  814.                 'content' => [
  815.                     'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  816.                     'thread' => !empty($thread) ? $thread->getId() : null, 
  817.                     'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  818.                 ], 
  819.             ];
  820.         }
  822.         return [
  823.             'message' => "Inbound email processsed successfully.", 
  824.             'content' => [
  825.                 'from' => !empty($mailData['from']) ? $mailData['from'] : null, 
  826.                 'thread' => !empty($thread) ? $thread->getId() : null, 
  827.                 'ticket' => !empty($ticket) ? $ticket->getId() : null, 
  828.             ], 
  829.         ];
  830.     }
  831. }