interface_50_modTicket_TicketEmail.class.php

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<?php
/* Copyright (C) 2014-2016  Jean-François Ferry <hello@librethic.io>
 * Copyright (C) 2024   MDW                 <mdeweerd@users.noreply.github.com>
 * Copyright (C) 2016       Christophe Battarel <christophe@altairis.fr>
 * Copyright (C) 2023-2025  Benjamin Falière  <benjamin@faliere.com>
 *
 * This program is free software; you can redistribute it and/or modify
 * it under the terms of the GNU General Public License as published by
 * the Free Software Foundation; either version 3 of the License, or
 * (at your option) any later version.
 *
 * This program is distributed in the hope that it will be useful,
 * but WITHOUT ANY WARRANTY; without even the implied warranty of
 * MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the
 * GNU General Public License for more details.
 *
 * You should have received a copy of the GNU General Public License
 * along with this program. If not, see <https://www.gnu.org/licenses/>.
 */
 
require_once DOL_DOCUMENT_ROOT.'/core/triggers/dolibarrtriggers.class.php';
 
 
class InterfaceTicketEmail extends DolibarrTriggers
{
  public function __construct($db)
  {
    $this->db = $db;
 
    $this->name = preg_replace('/^Interface/i', '', get_class($this));
    $this->family = "ticket";
    $this->description = "Triggers of the module ticket to send notifications to internal users and to third-parties";
    $this->version = self::VERSIONS['prod'];
    $this->picto = 'ticket';
  }
 
  public function runTrigger($action, $object, User $user, Translate $langs, Conf $conf)
  {
    global $mysoc;
 
    $ok = 0;
 
    if (empty($conf->ticket) || !isModEnabled('ticket')) {
      return 0; // Module not active, we do nothing
    }
 
    switch ($action) {
      case 'TICKET_ASSIGNED':
        dol_syslog("Trigger '".$this->name."' for action '$action' launched by ".__FILE__.". id=".$object->id);
 
        if ($object->fk_user_assign > 0) {
          if ($object->fk_user_assign != $user->id) {
            $userstat = new User($this->db);
            $res = $userstat->fetch($object->fk_user_assign);
            if ($res > 0) {
              // Send email to notification email
              if (!getDolGlobalString('TICKET_DISABLE_ALL_MAILS')) {
                // Init to avoid errors
                $filepath = array();
                $filename = array();
                $mimetype = array();
 
                $appli = $mysoc->name;
 
                // Send email to assigned user
                $sendto = $userstat->email;
                $subject_assignee = 'TicketAssignedToYou';
                $body_assignee = 'TicketAssignedEmailBody';
                $see_ticket_assignee = 'SeeThisTicketIntomanagementInterface';
 
                if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
                  $old_MAIN_MAIL_AUTOCOPY_TO = getDolGlobalString('MAIN_MAIL_AUTOCOPY_TO');
                  $conf->global->MAIN_MAIL_AUTOCOPY_TO = '';
                }
                if (!empty($sendto)) {
                  $this->composeAndSendAssigneeMessage($sendto, $subject_assignee, $body_assignee, $see_ticket_assignee, $object, $langs);
                }
                if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
                  $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO;
                }
              }
            } else {
              $this->error = $userstat->error;
              $this->errors = $userstat->errors;
            }
          }
 
          // Send an email to the Customer to inform him that his ticket has been taken in charge.
          if (getDolGlobalString('TICKET_NOTIFY_CUSTOMER_TICKET_ASSIGNED') && empty($object->oldcopy->fk_user_assign)) {
            $langs->load('ticket');
 
            $subject_customer = 'TicketAssignedCustomerEmail';
            $body_customer = 'TicketAssignedCustomerBody';
            $see_ticket_customer = 'TicketNewEmailBodyInfosTrackUrlCustomer';
 
            // Get all external contacts linked to the ticket
            $linked_contacts = $object->listeContact(-1, 'thirdparty');
 
            // Initialize and fill recipient addresses at least with origin_email
            $sendto = '';
            $temp_emails = [];
            if ($object->origin_email) {
              $temp_emails[] = $object->origin_email;
            }
 
            if (!empty($linked_contacts)) {
              foreach ($linked_contacts as $contact) {
                // Avoid the email from being sent twice in case of duplicated contact
                if (!in_array($contact['email'], $temp_emails)) {
                  $temp_emails[] = $contact['email'];
                }
              }
            }
 
            $sendto = implode(", ", $temp_emails);
            unset($temp_emails);
            unset($linked_contacts);
 
            // If recipients, we send the email
            if ($sendto) {
              $this->composeAndSendCustomerMessage($sendto, $subject_customer, $body_customer, $see_ticket_customer, $object, $langs);
            }
          }
          $ok = 1;
        }
        break;
 
      case 'TICKET_CREATE':
        dol_syslog("Trigger '".$this->name."' for action '$action' launched by ".__FILE__.". id=".$object->id);
 
        $langs->load('ticket');
 
        $subject_admin = 'TicketNewEmailSubjectAdmin';
        $body_admin = 'TicketNewEmailBodyAdmin';
 
        $subject_customer = 'TicketNewEmailSubjectCustomer';
        $body_customer = 'TicketNewEmailBodyCustomer';
        $see_ticket_customer = 'TicketNewEmailBodyInfosTrackUrlCustomer';
 
        $subject_assignee = 'TicketAssignedToYou';
        $body_assignee = 'TicketAssignedEmailBody';
        $see_ticket_assignee = 'SeeThisTicketIntomanagementInterface';
 
        // Send email to notification email
        // Note: $object->context['disableticketemail'] is set to 1 by public interface at creation because email sending is already managed by page
        // $object->context['createdfrompublicinterface'] may also be defined when creation done from public interface
        if (getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO') && empty($object->context['disableticketemail'])) {
          $sendto = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO');
          if ($sendto) {
            $this->composeAndSendAdminMessage($sendto, $subject_admin, $body_admin, $object, $langs);
          }
        }
 
        // Send email to assignee if an assignee was set at creation
        if ($object->fk_user_assign > 0 && $object->fk_user_assign != $user->id && empty($object->context['disableticketemail'])) {
          $userstat = new User($this->db);
          $res = $userstat->fetch($object->fk_user_assign);
          if ($res > 0) {
            // Send email to notification email
            if (!getDolGlobalString('TICKET_DISABLE_ALL_MAILS')) {
              // Send email to assigned user
              $sendto = $userstat->email;
              if (!getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
                $old_MAIN_MAIL_AUTOCOPY_TO = $conf->global->MAIN_MAIL_AUTOCOPY_TO;
                $conf->global->MAIN_MAIL_AUTOCOPY_TO = '';
              }
 
              if (!empty($sendto)) {
                $this->composeAndSendAssigneeMessage($sendto, $subject_assignee, $body_assignee, $see_ticket_assignee, $object, $langs);
              }
 
              if (!getDolUserString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
                $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO;
              }
            }
          } else {
            $this->error = $userstat->error;
            $this->errors = $userstat->errors;
          }
        }
 
        // Send email to customer
        // Note: $object->context['disableticketemail'] is set to 1 by public interface at creation because email sending is already managed by page
        // $object->context['createdfrompublicinterface'] may also be defined when creation done from public interface
        if (empty($object->context['disableticketemail']) && $object->notify_tiers_at_create) {
          $sendto = '';
 
          // if contact selected send to email's contact else send to email's thirdparty
 
          $contactid = empty($object->context['contactid']) ? 0 : $object->context['contactid'];
          $res = 0;
 
          if (!empty($contactid)) {
            $contact = new Contact($this->db);
            $res = $contact->fetch($contactid);
          }
 
          if ($res > 0 && !empty($contact->email) && !empty($contact->statut)) {
            $sendto = $contact->email;
          } elseif (!empty($object->fk_soc)) {
            $object->fetch_thirdparty();
            $sendto = $object->thirdparty->email;
          }
 
          if ($sendto) {
            $this->composeAndSendCustomerMessage($sendto, $subject_customer, $body_customer, $see_ticket_customer, $object, $langs);
          }
        }
 
        $ok = 1;
        break;
 
      case 'TICKET_DELETE':
        dol_syslog("Trigger '".$this->name."' for action '$action' launched by ".__FILE__.". id=".$object->id);
        break;
 
      case 'TICKET_MODIFY':
        dol_syslog("Trigger '".$this->name."' for action '$action' launched by ".__FILE__.". id=".$object->id);
        break;
 
      case 'TICKET_CLOSE':
        dol_syslog("Trigger '".$this->name."' for action '$action' launched by ".__FILE__.". id=".$object->id);
        $langs->load('ticket');
 
        $subject_admin = 'TicketCloseEmailSubjectAdmin';
        $body_admin = 'TicketCloseEmailBodyAdmin';
        $subject_customer = 'TicketCloseEmailSubjectCustomer';
        $body_customer = 'TicketCloseEmailBodyCustomer';
        $see_ticket_customer = 'TicketCloseEmailBodyInfosTrackUrlCustomer';
 
        // Send email to notification email
        // Note: $object->context['disableticketemail'] is set to 1 by public interface at creation but not at closing
        if (getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO') && empty($object->context['disableticketemail'])) {
          $sendto = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO');
          if ($sendto) {
            $this->composeAndSendAdminMessage($sendto, $subject_admin, $body_admin, $object, $langs);
          }
        }
 
        // Send email to customer.
        // Note: $object->context['disableticketemail'] is set to 1 by public interface at creation but not at closing
        if (empty($object->context['disableticketemail'])) {
          $linked_contacts = $object->listeContact(-1, 'thirdparty');
          $linked_contacts = array_merge($linked_contacts, $object->listeContact(-1, 'internal'));
          if (empty($linked_contacts) && getDolGlobalString('TICKET_NOTIFY_AT_CLOSING') && !empty($object->fk_soc)) {
            $object->fetch_thirdparty();
            $linked_contacts[]['email'] = $object->thirdparty->email;
          }
 
          $contactid = empty($object->context['contactid']) ? 0 : $object->context['contactid'];
          $res = 0;
 
          if ($contactid > 0) {
            // TODO This security test has no sens. We must check that $contactid is inside $linked_contacts[]['id'] when $linked_contacts[]['source'] = 'external' or 'thirdparty'
            // Refuse email if not
            $contact = new Contact($this->db);
            $res = $contact->fetch($contactid);
            if (! in_array($contact, $linked_contacts)) {
              $error_msg = $langs->trans('Error'). ': ';
              $error_msg .= $langs->transnoentities('TicketWrongContact');
              setEventMessages($error_msg, [], 'errors');
              $ok = 0;
              break;
            }
          }
 
          $sendto = '';
          if ($res > 0 && !empty($contact->email) && !empty($contact->statut)) {
            $sendto = $contact->email;
          } elseif (!empty($linked_contacts) && ($contactid == -2 || (GETPOST('massaction', 'alpha') == 'close' && GETPOST('confirm', 'alpha') == 'yes'))) {
            // if sending to all contacts or sending to contacts while mass closing
            $temp_emails = [];
            foreach ($linked_contacts as $contact) {
              $temp_emails[] = $contact['email'];
            }
            $sendto = implode(", ", $temp_emails);
            unset($temp_emails);
            unset($linked_contacts);
          }
          if ($sendto) {
            $this->composeAndSendCustomerMessage($sendto, $subject_customer, $body_customer, $see_ticket_customer, $object, $langs);
          }
        }
        $ok = 1;
        break;
    }
 
    return $ok;
  }
 
  private function composeAndSendAdminMessage($sendto, $base_subject, $body, Ticket $object, Translate $langs)
  {
    global $conf, $mysoc;
 
    // Init to avoid errors
    $filepath = array();
    $filename = array();
    $mimetype = array();
 
    $appli = $mysoc->name;
 
    /* Send email to admin */
    $subject = '['.$appli.'] '.$langs->transnoentities($base_subject, $object->ref, $object->track_id);
    $message_admin = $langs->transnoentities($body, $object->track_id).'<br>';
    $message_admin .= '<ul><li>'.$langs->trans('Title').' : '.$object->subject.'</li>';
    $message_admin .= '<li>'.$langs->trans('Type').' : '.$langs->getLabelFromKey($this->db, 'TicketTypeShort'.$object->type_code, 'c_ticket_type', 'code', 'label', $object->type_code).'</li>';
    $message_admin .= '<li>'.$langs->trans('TicketCategory').' : '.$langs->getLabelFromKey($this->db, 'TicketCategoryShort'.$object->category_code, 'c_ticket_category', 'code', 'label', $object->category_code).'</li>';
    $message_admin .= '<li>'.$langs->trans('Severity').' : '.$langs->getLabelFromKey($this->db, 'TicketSeverityShort'.$object->severity_code, 'c_ticket_severity', 'code', 'label', $object->severity_code).'</li>';
    $message_admin .= '<li>'.$langs->trans('From').' : '.($object->email_from ? $object->email_from : ($object->fk_user_create > 0 ? $langs->trans('Internal') : '')).'</li>';
    // Extrafields
    $extraFields = new ExtraFields($this->db);
    $extraFields->fetch_name_optionals_label($object->table_element);
    if (is_array($object->array_options) && count($object->array_options) > 0) {
      foreach ($object->array_options as $key => $value) {
        $key = substr($key, 8); // remove "options_"
        $message_admin .= '<li>'.$langs->trans($extraFields->attributes[$object->element]['label'][$key]).' : '.$extraFields->showOutputField($key, $value, '', $object->table_element).'</li>';
      }
    }
    if ($object->fk_soc > 0) {
      $object->fetch_thirdparty();
      $message_admin .= '<li>'.$langs->trans('Company').' : '.$object->thirdparty->name.'</li>';
    }
    $message_admin .= '</ul>';
 
    $message = $object->message;
    if (!dol_textishtml($message)) {
      $message = dol_nl2br($message);
    }
    $message_admin .= '<p>'.$langs->trans('Message').' : <br><br>'.$message.'</p><br>';
    $message_admin .= '<p><a href="'.dol_buildpath('/ticket/card.php', 2).'?track_id='.$object->track_id.'">'.$langs->trans('SeeThisTicketIntomanagementInterface').'</a></p>';
 
    $from = (getDolGlobalString('MAIN_INFO_SOCIETE_NOM') ? getDolGlobalString('MAIN_INFO_SOCIETE_NOM') . ' ' : '') . '<' . getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM').'>';
 
    $trackid = 'tic'.$object->id;
 
    if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
      $old_MAIN_MAIL_AUTOCOPY_TO = getDolGlobalString('MAIN_MAIL_AUTOCOPY_TO');
      $conf->global->MAIN_MAIL_AUTOCOPY_TO = '';
    }
    include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php';
    $mailfile = new CMailFile($subject, $sendto, $from, $message_admin, $filepath, $mimetype, $filename, '', '', 0, -1, '', '', $trackid, '', 'ticket');
    if ($mailfile->error) {
      dol_syslog($mailfile->error, LOG_DEBUG);
    } else {
      $result = $mailfile->sendfile();
    }
    if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
      $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO;
    }
  }
 
  private function composeAndSendCustomerMessage($sendto, $base_subject, $body, $see_ticket, Ticket $object, Translate $langs)
  {
    global $conf, $extrafields, $mysoc, $user;
 
    // Init to avoid errors
    $filepath = array();
    $filename = array();
    $mimetype = array();
 
    $appli = $mysoc->name;
 
    $subject = '['.$appli.'] '.$langs->transnoentities($base_subject);
    $message_customer = $langs->transnoentities($body, $object->track_id).'<br>';
    $message_customer .= '<ul><li>'.$langs->trans('Title').' : '.$object->subject.'</li>';
    $message_customer .= '<li>'.$langs->trans('Type').' : '.$langs->getLabelFromKey($this->db, 'TicketTypeShort'.$object->type_code, 'c_ticket_type', 'code', 'label', $object->type_code).'</li>';
    $message_customer .= '<li>'.$langs->trans('TicketCategory').' : '.$langs->getLabelFromKey($this->db, 'TicketCategoryShort'.$object->category_code, 'c_ticket_category', 'code', 'label', $object->category_code).'</li>';
    $message_customer .= '<li>'.$langs->trans('Severity').' : '.$langs->getLabelFromKey($this->db, 'TicketSeverityShort'.$object->severity_code, 'c_ticket_severity', 'code', 'label', $object->severity_code).'</li>';
 
    // Extrafields
    if (is_array($extrafields->attributes[$object->table_element]['label'])) {
      foreach ($extrafields->attributes[$object->table_element]['label'] as $key => $value) {
        $enabled = 1;
        if ($enabled && isset($extrafields->attributes[$object->table_element]['list'][$key])) {
          $enabled = (int) dol_eval($extrafields->attributes[$object->table_element]['list'][$key], 1);
        }
        $perms = 1;
        if ($perms && isset($extrafields->attributes[$object->table_element]['perms'][$key])) {
          $perms = (int) dol_eval($extrafields->attributes[$object->table_element]['perms'][$key], 1);
        }
 
        $qualified = true;
        if (empty($enabled)) {
          $qualified = false;
        }
        if (empty($perms)) {
          $qualified = false;
        }
 
        if ($qualified) {
          $message_customer .= '<li>' . $langs->trans($key) . ' : ' . $value . '</li>';
        }
      }
    }
 
    $message_customer .= '</ul>';
 
    $message = $object->message;
    if (!dol_textishtml($message)) {
      $message = dol_nl2br($message);
    }
    $message_customer .= '<p>'.$langs->trans('Message').' : <br><br>'.$message.'</p><br>';
 
    if (getDolGlobalInt('TICKET_ENABLE_PUBLIC_INTERFACE')) {
      $url_public_ticket = getDolGlobalString('TICKET_URL_PUBLIC_INTERFACE', dol_buildpath('/public/ticket/', 2)).'view.php?track_id='.((int) $object->track_id);
      $message_customer .= '<p>'.$langs->trans($see_ticket).' : <a href="'.$url_public_ticket.'">'.$url_public_ticket.'</a></p>';
      $message_customer .= '<p>'.$langs->trans('TicketEmailPleaseDoNotReplyToThisEmail').'</p>';
    } else {
      $message_customer .= '<p>'.$langs->trans('TicketEmailPleaseDoNotReplyToThisEmailNoInterface').'</p>';
    }
 
    $from = (getDolGlobalString('MAIN_INFO_SOCIETE_NOM') ? getDolGlobalString('MAIN_INFO_SOCIETE_NOM') . ' ' : '').'<' . getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM').'>';
 
    $trackid = 'tic'.$object->id;
 
    $old_MAIN_MAIL_AUTOCOPY_TO = getDolGlobalString('MAIN_MAIL_AUTOCOPY_TO');
 
    if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
      $conf->global->MAIN_MAIL_AUTOCOPY_TO = '';
    }
 
    include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php';
    $mailfile = new CMailFile($subject, $sendto, $from, $message_customer, $filepath, $mimetype, $filename, '', '', 0, -1, '', '', $trackid, '', 'ticket');
    if ($mailfile->error) {
      dol_syslog($mailfile->error, LOG_DEBUG);
    } else {
      $result = $mailfile->sendfile();
      if ($result) {
        // update last_msg_sent date
        $object->fetch($object->id);
        $object->date_last_msg_sent = dol_now();
        $object->update($user);
      }
    }
    if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
      $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO;
    }
  }
 
  private function composeAndSendAssigneeMessage($sendto, $base_subject, $body, $see_ticket, Ticket $object, Translate $langs)
  {
    global $conf, $user, $mysoc;
 
    // Init to avoid errors
    $filepath = array();
    $filename = array();
    $mimetype = array();
 
    // Send email to assigned user
    $appli = $mysoc->name;
 
    $subject = '['.$appli.'] '.$langs->transnoentities($base_subject);
    $message = '<p>'.$langs->transnoentities($body, $object->track_id, dolGetFirstLastname($user->firstname, $user->lastname))."</p>";
    $message .= '<ul><li>'.$langs->trans('Title').' : '.$object->subject.'</li>';
    $message .= '<li>'.$langs->trans('Type').' : '.$object->type_label.'</li>';
    $message .= '<li>'.$langs->trans('Category').' : '.$object->category_label.'</li>';
    $message .= '<li>'.$langs->trans('Severity').' : '.$object->severity_label.'</li>';
    // Extrafields
    if (is_array($object->array_options) && count($object->array_options) > 0) {
      foreach ($object->array_options as $key => $value) {
        $message .= '<li>'.$langs->trans($key).' : '.$value.'</li>';
      }
    }
 
    $message .= '</ul>';
    $message .= '<p>'.$langs->trans('Message').' : <br>'.$object->message.'</p>';
    $message .= '<p><a href="'.dol_buildpath('/ticket/card.php', 2).'?track_id='.$object->track_id.'">'.$langs->trans($see_ticket).'</a></p>';
 
    $from = dolGetFirstLastname($user->firstname, $user->lastname).'<'.$user->email.'>';
 
    $message = dol_nl2br($message);
 
    $old_MAIN_MAIL_AUTOCOPY_TO = null;
    if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
      $old_MAIN_MAIL_AUTOCOPY_TO = getDolGlobalString('MAIN_MAIL_AUTOCOPY_TO');
      $conf->global->MAIN_MAIL_AUTOCOPY_TO = '';
    }
 
    include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php';
    $mailfile = new CMailFile($subject, $sendto, $from, $message, $filepath, $mimetype, $filename, '', '', 0, -1);
    if ($mailfile->error) {
      setEventMessages($mailfile->error, $mailfile->errors, 'errors');
    } else {
      $result = $mailfile->sendfile();
      if ($result) {
        // update last_msg_sent date
        $object->fetch($object->id);
        $object->date_last_msg_sent = dol_now();
        $object->update($user);
      }
    }
    if (!getDolUserString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
      $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO;
    }
  }
}