Forward an email to open a ticket Hook

[WM Mods]

Seen a number of people ask for this in the request community:

 

Many of the large ticketing systems (Zendesk, SupportPal, FreshDesk, etc.) allow the ability for an administrator/ticket operator to forward an email they receive in their personal mailbox to the ticketing system, and it will open the ticket "On Behalf" of the user who emailed them. I would like to see this ability in WHMCS for both existing and new customers who may email a staff member directly, instead of using the ticketing system.

 

I have created a hook which allows this to work. I  have tested on the most recent version of WHMCS and all seems okay.

 

<?

add_hook("TicketPiping",1,"fwd_ticket_pipe");

if(!function_exists("fwd_ticket_pipe"))
{
  function fwd_ticket_pipe($vars)
  {
    $to = $vars['to'];
    $subject = $vars['subject'];

    if (strpos($subject, 'Fwd:') !== false) {

      $adminonly = false; // For admin only import

      $subject = str_replace("Fwd: ", "", $vars['subject']);

      $lines = explode("\n", $vars['body']);
      $message = '';

      for ($i=0; $i < count($lines); $i++) {
      $lines[$i] = str_replace("> ","",$lines[$i]);

      //Split out the sender information portion
      if (preg_match("/From: (.*)<(.*)>/", $lines[$i], $matches)) {

        $name = $matches[1];
        $email = $matches[2];

      } else {

      }
      if($i > 8)
      {
        $message .= $lines[$i].'
        ';
      }
    }

    if($adminonly)
    {
      $adminrow = Illuminate\Database\Capsule\Manager::table("tbladmins")->where("email","=",$vars['email'])->count();
      if($adminrow > 0)
      {
        logActivity('Forwarded email is sent from an admin email account. It has been imported', 0);
        processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments']);
      } else {
      	logActivity('Forwarded email is not sent from an admin email account. It has NOT been imported', 0);
      }

    } else {
      logActivity('Forwarded email is sent from a generic email account. It has been imported', 0);
      processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments']);
    }

    exit();

    }

  }
} 

 

[Peter (Web Bird Digital)]

Unfortunately this no longer works as of WHMCS version 8.4.0

Any emails forwarded by the Admin receive a bounceback error stating that processPipedTicket() requires a 7th parameter.

After some trial and error I was able to work out that it needs an instance of the new WHMCS\Mail\AutoSubmittedHeader class. This seems to have been added to address this feature request: https://requests.whmcs.com/idea/ticketing-system-should-obey-rfc-3834-regarding-auto-responses

 

This can be updated using the following code.

At the top of the file, just above the `add_hook` function call, add:

use ZBateson\MailMimeParser\Message;
use WHMCS\Mail\AutoSubmittedHeader;

 

Just prior to the `if($adminonly)` line, add:

$mailParser = Message::from($vars['body'], false);
$asHeader = new AutoSubmittedHeader( $mailParser );

 

Then add `$asHeader` as another parameter to each instance of `processPipedTicket()`

eg:

processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments'], $asHeader);

 

[snake]

so it should now look like this?
I also notice there is code in here to decide if ticket forwarding is allowing according to if($adminonly), but where is this setting defined?

 

<?

use ZBateson\MailMimeParser\Message;
use WHMCS\Mail\AutoSubmittedHeader;
add_hook("TicketPiping",1,"fwd_ticket_pipe");

if(!function_exists("fwd_ticket_pipe"))
{
  function fwd_ticket_pipe($vars)
  {
    $to = $vars['to'];
    $subject = $vars['subject'];

    if (strpos($subject, 'Fwd:') !== false) {

      $adminonly = false; // For admin only import

      $subject = str_replace("Fwd: ", "", $vars['subject']);

      $lines = explode("\n", $vars['body']);
      $message = '';

      for ($i=0; $i < count($lines); $i++) {
      $lines[$i] = str_replace("> ","",$lines[$i]);

      //Split out the sender information portion
      if (preg_match("/From: (.*)<(.*)>/", $lines[$i], $matches)) {

        $name = $matches[1];
        $email = $matches[2];

      } else {

      }
      if($i > 8)
      {
        $message .= $lines[$i].'
        ';
      }
    }
   $mailParser = Message::from($vars['body'], false);
   $asHeader = new AutoSubmittedHeader( $mailParser );
    if($adminonly)
    {
      $adminrow = Illuminate\Database\Capsule\Manager::table("tbladmins")->where("email","=",$vars['email'])->count();
      if($adminrow > 0)
      {
        logActivity('Forwarded email is sent from an admin email account. It has been imported', 0);
        processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments'], $asHeader);
      } else {
      	logActivity('Forwarded email is not sent from an admin email account. It has NOT been imported', 0);
      }

    } else {
      logActivity('Forwarded email is sent from a generic email account. It has been imported', 0);
      processPipedTicket($to, $name, $email, $subject, $message, $vars['attachments'], $asHeader);
    }

    exit();

    }

  }
}