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Introduce subject-based automatic ticket merging/reply detection where e-mail is sent from a known contact or domain and the subject is a 95% match for a ticket opened in the last 7 days for that client

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wrongecho
2025-11-18 13:08:02 +00:00
committed by Mike Johnston
parent b9aafd401f
commit d1cb20150b
1 changed files with 88 additions and 41 deletions
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129
cron/ticket_email_parser.php
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@@ -598,16 +598,65 @@ foreach ($messages as $message) {
} }
} }
// Decide whether it's a reply to an existing ticket or a new ticket // 1. Reply to existing ticket with the number in subject
if (preg_match("/\[$config_ticket_prefix(\d+)\]/", $subject, $ticket_number_matches)) { if (preg_match("/\[$config_ticket_prefix(\d+)\]/", $subject, $ticket_number_matches)) {
$ticket_number = intval($ticket_number_matches[1]); $ticket_number = intval($ticket_number_matches[1]);
if (addReply($from_email, $date, $subject, $ticket_number, $message_body, $attachments)) { $email_processed = addReply($from_email, $date, $subject, $ticket_number, $message_body, $attachments);
$email_processed = true; }
}
} else { // 2. Fuzzy duplicate check using a known contact/domain and similar_text subject
// Known contact? if (!$email_processed && strlen(trim($subject)) > 10) {
$contact_id = 0;
$client_id = 0;
// First: check if sender is a registered contact
$from_email_esc = mysqli_real_escape_string($mysqli, $from_email); $from_email_esc = mysqli_real_escape_string($mysqli, $from_email);
$any_contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from_email_esc' LIMIT 1"); $contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from_email_esc' AND contact_archived_at IS NULL LIMIT 1");
$contact_row = mysqli_fetch_array($contact_sql);
if ($contact_row) {
$contact_id = intval($contact_row['contact_id']);
$client_id = intval($contact_row['contact_client_id']);
} else {
// Else: check if sender domain is registered
$from_domain_esc = mysqli_real_escape_string($mysqli, $from_domain);
$domain_sql = mysqli_query($mysqli, "SELECT * FROM domains WHERE domain_name = '$from_domain_esc' AND domain_archived_at IS NULL LIMIT 1");
$domain_row = mysqli_fetch_assoc($domain_sql);
if ($domain_row && $from_domain == $domain_row['domain_name']) {
$client_id = intval($domain_row['domain_client_id']);
}
}
// If we found either a contact or a domain, check recent tickets for a matching subject
if ($client_id) {
$recent_tickets_sql = mysqli_query($mysqli,
"SELECT ticket_id, ticket_number, ticket_subject
FROM tickets
WHERE ticket_client_id = $client_id AND ticket_resolved_at IS NULL
AND ticket_created_at >= DATE_SUB(NOW(), INTERVAL 7 DAY)"
);
while ($rowt = mysqli_fetch_assoc($recent_tickets_sql)) {
$ticket_number = intval($rowt['ticket_number']);
$existing_subject = $rowt['ticket_subject'];
// Calculate similarity percentage
similar_text(strtolower($subject), strtolower($existing_subject), $percent);
if ($percent >= 95) {
// Treat as a reply/duplicate
$email_processed = addReply($from_email, $date, $subject, $ticket_number, $message_body, $attachments);
break;
}
}
}
}
// 3. A known, registered contact?
if (!$email_processed) {
$from_email_esc = mysqli_real_escape_string($mysqli, $from_email);
$any_contact_sql = mysqli_query($mysqli, "SELECT * FROM contacts WHERE contact_email = '$from_email_esc' AND contact_archived_at IS NULL LIMIT 1");
$rowc = mysqli_fetch_array($any_contact_sql); $rowc = mysqli_fetch_array($any_contact_sql);
if ($rowc) { if ($rowc) {
@@ -616,43 +665,41 @@ foreach ($messages as $message) {
$contact_email = sanitizeInput($rowc['contact_email']); $contact_email = sanitizeInput($rowc['contact_email']);
$client_id = intval($rowc['contact_client_id']); $client_id = intval($rowc['contact_client_id']);
if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message_body, $attachments, $original_message_file)) { $email_processed = addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message_body, $attachments, $original_message_file);
$email_processed = true;
}
} else {
// Known domain?
$from_domain_esc = mysqli_real_escape_string($mysqli, $from_domain);
$domain_sql = mysqli_query($mysqli, "SELECT * FROM domains WHERE domain_name = '$from_domain_esc' LIMIT 1");
$rowd = mysqli_fetch_assoc($domain_sql);
if ($rowd && $from_domain == $rowd['domain_name']) {
$client_id = intval($rowd['domain_client_id']);
// Create a new contact
$contact_name = $from_name;
$contact_email = $from_email;
mysqli_query($mysqli, "INSERT INTO contacts SET contact_name = '".mysqli_real_escape_string($mysqli, $contact_name)."', contact_email = '".mysqli_real_escape_string($mysqli, $contact_email)."', contact_notes = 'Added automatically via email parsing.', contact_client_id = $client_id");
$contact_id = mysqli_insert_id($mysqli);
// Logging
logAction("Contact", "Create", "Email parser: created contact " . mysqli_real_escape_string($mysqli, $contact_name) . "", $client_id, $contact_id);
customAction('contact_create', $contact_id);
if (addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message_body, $attachments, $original_message_file)) {
$email_processed = true;
}
} elseif ($config_ticket_email_parse_unknown_senders) {
// Unknown sender allowed?
$bad_from_pattern = "/daemon|postmaster/i";
if (!(preg_match($bad_from_pattern, $from_email))) {
if (addTicket(0, $from_name, $from_email, 0, $date, $subject, $message_body, $attachments, $original_message_file)) {
$email_processed = true;
}
}
}
} }
} }
// 4. A known domain?
if (!$email_processed) {
$from_domain_esc = mysqli_real_escape_string($mysqli, $from_domain);
$domain_sql = mysqli_query($mysqli, "SELECT * FROM domains WHERE domain_name = '$from_domain_esc' AND domain_archived_at IS NULL LIMIT 1");
$rowd = mysqli_fetch_assoc($domain_sql);
if ($rowd && $from_domain == $rowd['domain_name']) {
$client_id = intval($rowd['domain_client_id']);
// Create a new contact
$contact_name = $from_name;
$contact_email = $from_email;
mysqli_query($mysqli, "INSERT INTO contacts SET contact_name = '".mysqli_real_escape_string($mysqli, $contact_name)."', contact_email = '".mysqli_real_escape_string($mysqli, $contact_email)."', contact_notes = 'Added automatically via email parsing.', contact_client_id = $client_id");
$contact_id = mysqli_insert_id($mysqli);
logAction("Contact", "Create", "Email parser: created contact " . mysqli_real_escape_string($mysqli, $contact_name), $client_id, $contact_id);
customAction('contact_create', $contact_id);
$email_processed = addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message_body, $attachments, $original_message_file);
}
}
// 5. Unknown sender allowed?
if (!$email_processed && $config_ticket_email_parse_unknown_senders) {
$bad_from_pattern = "/daemon|postmaster/i";
if (!preg_match($bad_from_pattern, $from_email)) {
$email_processed = addTicket(0, $from_name, $from_email, 0, $date, $subject, $message_body, $attachments, $original_message_file);
}
}
// Flag/move based on processing result // Flag/move based on processing result
if ($email_processed) { if ($email_processed) {
$processed_count++; // increment first so a move failure doesn't hide the success $processed_count++; // increment first so a move failure doesn't hide the success