/home/ivan/src/sit/branches/3.x/plugins/auto_create_tags.php

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<?php
// auto_create_tags.php - Auto create an incident from the incoming email
// depending on tags found for skills
//
// SiT (Support Incident Tracker) - Support call tracking system
//
// This software may be used and distributed according to the terms
// of the GNU General Public License, incorporated herein by reference.
//
// @ author Nicolaas du Toit
//
// ***Please note that for this plugin to work you need to make a change to your
// inboundemail.php script!!
// Please see the readme!
//


$PLUGININFO['auto_create_tags']['version'] = 1.89;
$PLUGININFO['auto_create_tags']['description'] = 'Auto create incidents according to skill tags';
$PLUGININFO['auto_create_tags']['author'] = 'Nicolaas du Toit';
$PLUGININFO['auto_create_tags']['legal'] = 'GPL includes nameparse.php(v02a) copyright[2003 04 07] [Jonathon Hill] GPL v2';
$PLUGININFO['auto_create_tags']['sitminversion'] = 3.60;
$PLUGININFO['auto_create_tags']['sitmaxversion'] = 3.69;


plugin_register('email_arrived', 'auto_create_tags_function');
include (APPLICATION_PLUGINPATH.'auto_create_tags'.DIRECTORY_SEPARATOR.'nameparse.php');

// //INL// I commented this next line out, the user can copy of the contents of that
// file into config.inc.php if they have v3.51 or earlier
//include (APPLICATION_PLUGINPATH.'auto_create_tags'.DIRECTORY_SEPARATOR.'config_auto_create_tags.php');


function auto_create_tags_function($params)
{
    unset ($GLOBALS['plugin_reason']);
    $incidentid = cleanvar($params['incidentid']);
    $contactid = cleanvar($params['contactid']);
    $subject = cleanvar($params['subject']);
    $decoded = $params['decoded'];
    $send_email = 1;


    global $CONFIG, $dbIncidents, $dbSoftwareProducts, $dbMaintenance, $dbUpdates, $now, $dbSites;
    debug_log("incident ID : ".$incidentid." \n  Contactid:  ".$contactid."\n"."Subject : ".$subject);

    //Subject already has incidentid - return
    if ($incidentid > 0)
    {
        return $incidentid;
    }

    if (!isset($CONFIG['act_auto_new_contact']))
    {
        $CONFIG['act_auto_new_contact'] = FALSE;//Default
    }
    if ($contactid == 0 AND $CONFIG['act_auto_new_contact'])
    {
        $contactid = act_create_unknown_contact($decoded);
    }

    //Check if contact is blocked
    if ($contactid > 0)
    {
        if (!empty($CONFIG['auto_create_contact_exclude']) AND in_array($contactid, $CONFIG['auto_create_contact_exclude']))
        {
            debug_log("For this client : {$contactid} autocreate is forbidden! see the config file");
            $GLOBALS['plugin_reason'] = $GLOBALS['straActContactBlocked'];
            return;
        }
    }

//Check to see of contact is known
    if ($contactid < 1)
    {
        $GLOBALS['plugin_reason'] = $GLOBALS['straActContactUnknown'];
        return;
    }

    //Check to see if the the support email was in CC (may mean it is not a new case just an information)
    $cc = act_find_cc_decoded($decoded);
    if (!isset($CONFIG['auto_create_carbon_copy'])) $CONFIG['auto_create_carbon_copy'] = TRUE;

    if ($CONFIG['auto_create_carbon_copy'])
    {
        $support_email1 = $CONFIG['support_email'];
        $support_email2 = $CONFIG['auto_create_carbon_copy_email'];

        if (stristr($cc, $support_email1))
        {
            debug_log("Support email {$support_email1}  was in the copy of the email!!");
            $GLOBALS['plugin_reason'] = $GLOBALS['straActSupportInCc'];
            return;
        }
        //Check the second support email as well if set
        if (isset($CONFIG['auto_create_carbon_copy_email']) AND (stristr($cc, $support_email2)))
        {
            debug_log("Support email {$support_email2} was in the copy of the email!!");
            $GLOBALS['plugin_reason'] = $GLOBALS['straActSupportInCc'];
            return;
        }
    }

    //debug_log("Redirecting to function checking for duplicates ... ");
    if (!isset($CONFIG['auto_create_check_duplicates'])) $CONFIG['auto_create_check_duplicates'] = TRUE;

    if ($CONFIG['auto_create_check_duplicates'])
    {
        //Check if duplicates exists in the incidents DB
        $create_incident = act_check_for_duplicate_title($subject, $contactid);
        debug_log("Create incident after duplicate check = {$create_incident}(1=True  0=False)");

        if($create_incident == FALSE) $create = 1;//Duplicates were found

        if($create_incident == TRUE) $create = 2;//No duplicates - continue
    }
    elseif (!$CONFIG['auto_create_check_duplicates']) $create = 2;

    switch($create)
    {
        case 1:
            //Duplicates were found
            $duplicates_ids = $GLOBALS['act_dup_casenumbers'];
            $duplicates_count = $GLOBALS['act_dup_count'];
            $incident_link = '';

            foreach ($duplicates_ids as $id)
            {
                //$i_title = incident_title($id);
                $incident_link .= "<a href=\"javascript:incident_details_window('{$id}')\" class='notice'>{$id}</a> - ";
                echo $incident_link;
            }
            $GLOBALS['plugin_reason'] = $duplicates_count." ".$GLOBALS['straActDuplicate']."(s)<br>".mysql_real_escape_string($incident_link);
            return;

        case 2://Continue now - all other pre-checks seems to be ok
            $ccemail = $cc;
            $chosen_skill = '';
            $origsubject = cleanvar($params['subject']);
            $subject = strtolower ($subject);
            //Begin checking for tags ..
            $chosen_skill = act_score_tags_in_subject($contactid, $subject);

            if (!$chosen_skill OR $chosen_skill == '')
            {
                if (!isset($CONFIG['auto_create_search_bodytext'])) $CONFIG['auto_create_search_bodytext'] = FALSE;
                if ($CONFIG['auto_create_search_bodytext'])
                {
                    $bodytext = $decoded[0]['Parts'][1]['Body'];
                    //remove style stuff .. argh
                    $bodytext = preg_replace('/<\s*style.+?<\s*\/\s*style.*?>/si', ' ', $bodytext );
                    $bodytext = strip_tags($bodytext);//remove all other tags
                    $bodytext = $subject." ".$bodytext;
                    //echo "<br> {$bodytext}";
                    //Do the tags search now with the bodytext as well
                    $chosen_skill = act_score_tags_in_subject($contactid, $bodytext);
                }

                if (!$chosen_skill OR $chosen_skill == '')
                {
                    //Added this plugin context in order to be able to do further searches
                    //The return from this plugin has to be a string: "{$skillid},{$productid}"
                    $further_search = plugin_do('auto_create_tags_no_tags_found', array('subject' => $subject,
                                                 'decoded' => $decoded, 'contactid' => $contactid));
                    if ($further_search)
                    {
                        $chosen_skill = explode(",", $further_search);
                    }
                    else
                    {
                        $chosen_skill = '';
                    }
                }
            }

            if (!isset($CONFIG['auto_create_force_to_default_skill']))
            {
                $CONFIG['auto_create_force_to_default_skill'] = FALSE;
            }

            if (!$chosen_skill AND !$CONFIG['auto_create_force_to_default_skill'])
            {
                //Plugin reason set in function that scores the tags
                return;
            }
            elseif (!$chosen_skill AND $CONFIG['auto_create_force_to_default_skill'])
            {
                //Set the default force skill id if not set or 0
                if (empty($CONFIG['auto_create_force_to_default_skill_id']) OR
                    ($CONFIG['auto_create_force_to_default_skill_id'] == 0))
                {
                    $CONFIG['auto_create_force_to_default_skill_id'] = 1;
                }

                $default_skill = $CONFIG['auto_create_force_to_default_skill_id'];

                $sql = "SELECT * FROM `{$dbSoftwareProducts}` WHERE softwareid = '{$default_skill}' ";
                $result = mysql_query($sql);
                if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

                $product = mysql_fetch_object($result);
                $chosen_skill = array($default_skill, $product->productid);
            }

            if (is_array($chosen_skill) AND $chosen_skill != '')
            {
                $product = $chosen_skill[1];//the product id from the tags scoring function or the plugin
                $software = $chosen_skill[0];//The skill id from the tags scoring function or the plugin
                debug_log("The software tag returned is : ".$software);

                //Check to see if a specific priority is set for this skill
                if (in_array($software, $CONFIG['auto_create_priority_low_array']))
                {
                    $priority = 1;
                }
                elseif (in_array($software, $CONFIG['auto_create_priority_medium_array']))
                {
                    $priority = 2;
                }
                elseif (in_array($software, $CONFIG['auto_create_priority_high_array']))
                {
                    $priority = 3;
                }
                elseif (in_array($software, $CONFIG['auto_create_priority_critical_array']))
                {
                    $priority = 4;
                }
                else
                {
                    if (!isset($CONFIG['auto_create_default_priority']))
                    {
                        $CONFIG['auto_create_default_priority'] = 2;//Default medium
                    }
                    else
                    {
                    $priority = $CONFIG['auto_create_default_priority'];
                }

                }

                $servicelevel = $CONFIG['default_service_level'];
                $siteid = contact_siteid($contactid);

                $sql = "SELECT id FROM `{$dbMaintenance}` WHERE site='{$siteid}' AND product='{$product}' ";
                $result = mysql_query($sql);
                if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);
                $row = mysql_fetch_row($result);

                $contrid = $row[0];
                //Create the incident based on the info we have
                $incidentid='';
                debug_log("Creating incident with: Subj = {$origsubject} Contactid={$contactid} SL={$servicelevel} Cid={$contrid} Prod={$product} Soft={$software} Prio={$priority}");
                $incidentid = create_incident($origsubject, $contactid, $servicelevel, $contrid, $product,
                $software, $priority, $owner = 0, $status = 1,
                $productversion = '', $productservicepacks = '',
                $opened = '', $lastupdated = '');

                debug_log("Incident ID created : ".$incidentid);
                debug_log("CC address(es) found : ".$ccemail);

                //If we have some cc addresses, then we can update them into the case
                if (!isset($CONFIG['auto_create_import_cc_addresses'])) $CONFIG['auto_create_import_cc_addresses'] = FALSE;

                if ($CONFIG['auto_create_import_cc_addresses'])
                {
                    if ($ccemail)
                    {
                        $ccemail = strtolower($ccemail);
                        $ccemail = explode(",", $ccemail);
                        $new_ccemail = '';

                            foreach($ccemail as $cc_addr)
                            {
                                $email_valid = act_email_validate(trim($cc_addr));
                                if ($email_valid AND (mb_strlen($new_ccemail) <=200))//TODO: need to find abetter way here
                                {
                                    debug_log("Valid  - ".trim($cc_addr));
                                    $new_ccemail .= $cc_addr.",";
                                }
                            }

                        $new_ccemail = mb_substr($new_ccemail, 0, -1);//remove the last comma
                        debug_log("New cc email: {$new_ccemail}");
                        //Update the Db with the cc address

                        $sql = "UPDATE `{$dbIncidents}` ";
                        $sql .= "SET ccemail='$new_ccemail', lastupdated='$now' WHERE id='$incidentid'";
                        $result = mysql_query($sql);

                        if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

                        if (!$result) debug_log("Update to the incident {$incidentid} for cc email succesfull!!");
                    }
                }

                if ($incidentid > 0)
                {
                    // Insert the first SLA update, this indicates the start of an incident
                    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
                    $sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'slamet', '{$now}', '{$sit[2]}', '1', 'show', 'opened','The incident is open and awaiting action.')";
                    mysql_query($sql);
                    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

                    // Insert the first Review update, this indicates the review period of an incident has started
                    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
                    $sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reviewmet', '{$now}', '{$sit[2]}', '1', 'hide', 'opened','')";
                    mysql_query($sql);
                    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

                    $send_email = 1;
                    $t = new TriggerEvent('TRIGGER_INCIDENT_CREATED', array('incidentid' => $incidentid, 'sendemail' => $send_email));
                    debug_log("Succesfully created incident: ".$incidentid);

                    if (!isset($CONFIG['auto_create_first_response_auto']))
                    {
                        $CONFIG['auto_create_first_response_auto'] = FALSE;//Default
                    }

                    if ($CONFIG['auto_create_first_response_auto'])
                    {
                        //Insert the initial response as we see the first email as the initial response (can be disabled)
                        $bodytext = $GLOBALS['straActFirstResponseText'];

                        $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, customervisibility, sla, bodytext) ";
                        $sql .= "VALUES ('$incidentid', '{$sit[2]}', 'slamet', '$now', '{$owner}', '1', 'show', 'initialresponse','{$bodytext}')";
                        mysql_query($sql);
                        if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);
                    }

                }

                //In case we have no incident ID it means the function failed - FALSE returned by function
                if (!$incidentid)
                {
                    debug_log("Incident auto create failed: ".$subject);
                    $GLOBALS['plugin_reason'] = $GLOBALS['straActAutoCreateFailed'];
                    return;
                }

                $send_email = 1;
                $owner = suggest_reassign_userid($incidentid, $exceptuserid = 0);

                if ($owner > 0)
                {
                    //Update owner in incidents
                    $sql = "UPDATE `{$dbIncidents}` SET owner='$owner', lastupdated='$now' WHERE id='$incidentid'";
                    mysql_query($sql);
                    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

                    trigger('TRIGGER_INCIDENT_ASSIGNED', array('userid' => $owner, 'incidentid' => $incidentid));

                    // add update
                    $sql  = "INSERT INTO `{$dbUpdates}` (incidentid, userid, type, timestamp, currentowner, currentstatus, nextaction) ";
                    $sql .= "VALUES ('{$incidentid}', '{$sit[2]}', 'reassigning', '{$now}', '{$owner}', '1', '{$nextaction}')";
                    $result = mysql_query($sql);
                    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_ERROR);

                    debug_log("Incident re-assigned to: ".$owner);
                }

                return $incidentid;
            }
    }
}

function act_count_tags_in_subject_ticket($subject, $skillid)
{
    global $dbTags, $dbSetTags, $dbSoftware, $dbSoftwareProducts, $CONFIG;

    $lower_subject = strtolower($subject);

    $sql = "SELECT st.id, st.tagid, t.tagid, t.name FROM `{$dbSetTags}` as st, ";
    $sql .= "`{$dbTags}` as t ";
    $sql .= "WHERE st.tagid = t.tagid AND st.id = '{$skillid}' ";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

    $count = 0;
    $nmbresult = mysql_num_rows($result);
    $i = 0;
    $count = 0;
    $ticket = '';

    while ($row=mysql_fetch_object($result))
    {
        $tag_name[] = $row->name;
        $tag_id[] = $row->tagid;

        if ($CONFIG['auto_create_tag_seperator'])
        {
            $tag_seperator = $CONFIG['auto_create_tag_seperator'];
            $tag = str_replace("{$tag_seperator}", " ", "$tag_name[$i]");
        }
        else
        {
            $tag = $tag_name[$i];
        }
        //echo "<br> Tag= {$tag}";
        $tagid = $tag_id[$i];

        if(preg_match("/".preg_quote($tag, '/')."/i",$lower_subject, $matches))
        {
            $tag_array[] = $tagid;
            $count++;
            $ticket[] = $skillid;
            //echo "<br> Tag= {$tag}";
            //echo " *Match*";
        }
        $i++;
    }

    return $ticket;
}

function act_find_contact_contract($subject)
{
    global $dbTags, $dbSetTags, $dbSoftware, $dbSoftwareProducts;

    $lower_subject = strtolower($subject);
    $sql = "SELECT name, tagid FROM `{$dbTags}` ";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

    $count=0;
    $nmbresult= mysql_num_rows($result);
    debug_log ("There are : ".$nmbresult."Tags found in the db");
    $i = 0;
    $count = 0;

    while ($row=mysql_fetch_object($result))
    {
        $tag_name[]=$row->name;
        $tag_id[]=$row->tagid;
        $tag = str_replace("|", " ", "$tag_name[$i]");
        $tagid = $tag_id[$i];
        if(preg_match("/".preg_quote($tag, '/')."/i",$lower_subject, $matches))
        {
            $tag_array[] = $tagid;
            $count++;
        }

        $i++;
    }

    debug_log ("There were : ".$count." matches found in the subject");
    $this_tag = $tag_array[0];

    $sql = "SELECT * FROM `{$dbSetTags}` WHERE tagid = '$this_tag'";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(),E_USER_WARNING);
    $obj = mysql_fetch_object($result);
    $productid = $obj->id;

    $sql = "SELECT s.id, s.name, sp.softwareid, sp.productid FROM `{$dbSoftware}` AS s, ";
    $sql .= "`{$dbSoftwareProducts}` AS sp WHERE s.id = sp.softwareid AND s.id = '{$productid}' ";
    $resultskill = mysql_query($sql);
    if (mysql_error()) trigger_error(mysql_error(),E_USER_WARNING);

    if (mysql_num_rows($resultskill) > 0)
    {
        $objskill = mysql_fetch_object($resultskill);
        $skillname = $objskill->name;
        $skillid = $objskill->id;
        $prod_id = $objskill->productid;
        debug_log("Skill name from tag function:  ".$skillname);
        return array($skillname, $skillid, $prod_id);
    }
    else return;

}

function act_create_software_array($id)
{
    global $dbSoftwareProducts, $dbSoftware, $dbMaintenance, $dbSites, $dbResellers, $dbLicenceTypes;

    $sql  = "SELECT m.*, m.notes AS maintnotes, s.name AS sitename, ";
    $sql .= "r.name AS resellername, lt.name AS licensetypename ";
    $sql .= "FROM `{$dbMaintenance}` AS m, `{$dbSites}` AS s, ";
    $sql .= "`{$dbResellers}` AS r, `{$dbLicenceTypes}` AS lt ";
    $sql .= "WHERE s.id = m.site ";
    $sql .= "AND m.id='{$id}' ";
    $sql .= "AND m.reseller = r.id ";
    $sql .= "AND (m.licence_type IS NULL OR m.licence_type = lt.id) ";
    //if ($mode == 'external') $sql .= "AND m.site = '{$_SESSION['siteid']}'";

    $maintresult = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

    $maint = mysql_fetch_object($maintresult);

    // supported software
    $sql = "SELECT * FROM `{$dbSoftwareProducts}` AS sp, `{$dbSoftware}` AS s ";
    $sql .= "WHERE sp.softwareid = s.id AND productid='{$maint->product}' ";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);
    $count =   mysql_num_rows($result);
    $loop = 0;
    if ($count > 0)
    {
        $soft_list = '';
        while ($software = mysql_fetch_object($result))
        {
            $software->lifetime_end = mysql2date($software->lifetime_end);
            //$html .= "<tr><td> ".icon('skill', 16)." ";

            if ($software->lifetime_end == 0 OR $software->lifetime_end > $now)
            {
                //$soft_list = '';
                $soft_list .= $software->softwareid.",";
            }
        }
    }

    return $soft_list;
}


function act_max_in_array_key($array)
{
    foreach ($array as $key => $val)
    {
        if ($val == max($array)) return $key;
    }
}


function act_check_for_duplicate_title($subject, $contactid)
{
    //Revert to second function that does the preg_match
    $count_dup = act_count_duplicate_title($subject, $contactid);

    //There are matches for the title

    if($count_dup >= 1)
    {
        $create = FALSE;
        return $create;
    }

    if($count_dup == 0)
    {
        $create = TRUE;
        return $create;
    }
}


function act_count_duplicate_title($subject, $contactid)
{
    global $dbIncidents, $now;

    $timelimit = $now - 15552000;//We need to limit the results to the last 6 months
    debug_log("The time limit = {$timelimit}");
    $lower_subject = strtolower($subject);

    //Check if we have a FW: or RE: etc..
    if (stristr($lower_subject, ':'))
    {
        $start = stripos($lower_subject, ':')+1;
        $length = mb_strlen($lower_subject)-$start;
        $db_test_subject = ltrim((mb_substr($lower_subject, $start, $length))," ");
        $db_test_subject = mb_substr($db_test_subject, 0, -6);//Strip some characters off the end in case something was added after
        debug_log("The string with : stuff removed is--{$db_test_subject}--");
    }
    //Else check the length and strip some characters of the beginning in case something was added
    else
    {
        if (mb_strlen($lower_subject) > 30)
        {
            $db_test_subject = mb_substr($lower_subject, 8);
            $db_test_subject = mb_substr($db_test_subject, 0, -6);//Strip some characters off the end in case something was added after
    }
        else
        {
            $db_test_subject = $lower_subject;
        }

    }

    debug_log("Db test subject = {$db_test_subject}");

    //May 2010 NDT: Changed this to test with all contact's title's and within the last 6 months
    $sql = "SELECT title, id FROM `{$dbIncidents}` WHERE opened > {$timelimit} ";
    $sql .= "AND title LIKE '%{$db_test_subject}%' ";
    $result = mysql_query($sql);
    if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

    $count = mysql_num_rows($result);

    $id_array = '';
    unset ($GLOBALS['act_dup_casenumbers']);

    if ($count > 0)
    {
        while ($dup_id = mysql_fetch_object($result))
        {
            $id_array[] = $dup_id->id;
        }

        $GLOBALS['act_dup_casenumbers'] = $id_array;
        $GLOBALS['act_dup_count'] = $count;
    }

    /* NDT: June 2010: Need to redo this function but for now i am removing it as it fails to often
     * and instead we just count the results of the DB search.
     * while ($row=mysql_fetch_object($result))
    {
        $search_pattern = preg_quote($row->title, '/');
        $compare_result = preg_match("/".preg_quote($row->title, '/')."/i",$lower_subject);
        //$compare_result = strcasecmp($subject, $row->title); -> This is not good enough!
        debug_log("Search pattern: >>{$search_pattern}<<");

        if ($compare_result == 1)
        {
            $count = $count + 1;
            //debug_log("Search pattern: >>{$search_pattern}<<");
            debug_log(" Subject{$lower_subject} ");
            debug_log("--> MATCH ****");
        }
    }*/

    debug_log("The count of duplicates was : ".$count);
    return $count;
}


function act_score_tags_in_subject ($contactid, $subject)
{
    global $dbSoftwareProducts,$CONFIG;

    $site = contact_site($contactid);
    $site_id = contact_siteid($contactid);
    $winner_combo = '';
    $checkvisible = FALSE;
    $contact_contracts = act_get_site_contracts($site_id);
    $soft_list = '';

    if ($contact_contracts)
    {
        foreach ($contact_contracts as $c_id)
        {
            $soft_list .= act_create_software_array($c_id);
        }

        debug_log("The contracts for: {$contactid} is : {$contact_contracts}");
        $soft_array = explode(",", $soft_list);
        $soft_count = count($soft_array);
        unset ($soft_array[--$soft_count]);
        $fin_result = '';
        $result = '';
        debug_log("The software list = {$soft_list}");

        foreach ($soft_array as $skill)
        {
            $result = act_count_tags_in_subject_ticket($subject, $skill);
            if (is_array($result) AND $result != 0)
            {
                $fin_result = array_merge((array)$fin_result,(array)$result);
            }
        }
    }
    else
    {
        $GLOBALS['plugin_reason'] = $GLOBALS['straActNoSkillsSite'];
    }

    if ($fin_result == '')
    {
        $GLOBALS['plugin_reason'] = $GLOBALS['straActNoTagMatch'];
        return;
    }

    $fin_result = array_filter($fin_result);
    $counted = array_count_values($fin_result);
    $biggest_key = act_max_in_array_key($counted);
    $biggest_value = max($counted);
    $value_to_remove = 0;

    //Cycle through array and remove all the values that are smaller than the highest
    while ($value_to_remove < $biggest_value)
    {
        $counted = array_diff($counted, array($value_to_remove));
        $value_to_remove++;
    }

    reset ($counted);
    //print_r ($counted);

    if (count(array_unique($counted)) < count($counted))
    {
        //echo 'Duplicate entry in array - do not AUTO create';
        $GLOBALS['plugin_reason'] = $GLOBALS['straActMultiTagMatches'];
        return;
    }
    else
    {
        $winner = key($counted);

        $sql = "SELECT * FROM `{$dbSoftwareProducts}` WHERE softwareid = '{$winner}' ";
        $result = mysql_query($sql);
        if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);

        $product = mysql_fetch_object($result);
        $winner_combo[0] = $winner;
        $winner_combo[1] = $product->productid;
        return $winner_combo;
    }
}


function act_email_validate($email)
{
    if (eregi("^[a-z0-9._-]+@[a-z0-9._-]+.[a-z]{2,6}$", $email))
    {
        return TRUE;
    }
    else
    {
        return FALSE;
    }
}


function act_find_cc_decoded($decoded)
{
    if (is_array($decoded[0]['ExtractedAddresses']['cc:']))
    {
        $cur = 1;
        foreach ($decoded[0]['ExtractedAddresses']['cc:'] as $var)
        {
            $num = count($decoded[0]['ExtractedAddresses']['cc:']);
            //echo "<br> Number of CC's  ".$num;
            $cc .= $var['address'];
            if ($cur != $num) $cc .= ", ";
            $cur++;
        }
    }

    return $cc;
}

function act_get_site_contracts($siteid)
{
    global $dbMaintenance, $dbContacts;

    $sql = "SELECT DISTINCT m.id AS id FROM `$dbMaintenance` AS m WHERE m.site={$siteid} ";

    if ($result = mysql_query($sql))
    {
        while ($row = mysql_fetch_object($result))
        {
            $contractsarray[] = $row->id;
        }
    }
    return $contractsarray;
}

plugin_register('cfgvar', 'auto_create_tags_config');

function auto_create_tags_config()
{
    global $CFGTAB, $CFGCAT, $CFGVAR;
    $CFGTAB['plugins'] = array_merge((array)$CFGTAB['plugins'], array('auto_create_tags'));
    $CFGCAT['auto_create_tags'] = array('auto_create_contact_exclude',
                                        'auto_create_carbon_copy',
                                        'auto_create_carbon_copy_email',
                                        'auto_create_check_duplicates',
                                        'auto_create_import_cc_addresses',
                                        'auto_create_force_to_default_skill',
                                        'auto_create_force_to_default_skill_id',
                                        'auto_create_first_response_auto',
                                        'auto_create_tag_seperator',
                                        'auto_create_default_priority',
                                        'auto_create_priority_low_array',
                                        'auto_create_priority_medium_array',
                                        'auto_create_priority_high_array',
                                        'auto_create_priority_critical_array',
                                        'auto_create_search_bodytext',
                                        'act_auto_new_contact',
                                        'act_auto_new_contact_ldap',
                                        'act_auto_new_contact_sitbase',
                                        'act_auto_new_contact_ldap_selective_domain',
                                        'act_auto_new_contact_ldap_field_to_use',
                                        'act_auto_new_contact_excluded_domains',
                                     );


    $CFGVAR['auto_create_contact_exclude']['title'] = 'Contacts to exclude';
    $CFGVAR['auto_create_contact_exclude']['help'] = "Comma separated list of contacts that are <em class='updatednow'> excluded</em> from this function (i.e. if a contacts ID is in this list, the function will not auto create the incident)";
    $CFGVAR['auto_create_contact_exclude']['type'] = '1darray';

    $CFGVAR['auto_create_carbon_copy']['title'] = 'Check if Support in CC';
    $CFGVAR['auto_create_carbon_copy']['help'] = 'If enabled the plugin checks to see if the support email was in CC field, in this case the email may not be a real customer email but a copy on some info';
    $CFGVAR['auto_create_carbon_copy']['type'] = 'select';

    $CFGVAR['auto_create_carbon_copy_email']['title'] = 'Second support email address';
    $CFGVAR['auto_create_carbon_copy_email']['help'] = "The plugin normally uses the email address specified in <code>support_email</code> under the <b>outbound email</b> settings. This setting allows you to add a second support email address.";
    $CFGVAR['auto_create_carbon_copy_email']['unit'] = 'Second support email - leave blank if not used';
    $CFGVAR['auto_create_carbon_copy_email']['type'] = 'text';

    $CFGVAR['auto_create_check_duplicates']['title'] = 'Check for cases with duplicate titles';
    $CFGVAR['auto_create_check_duplicates']['help'] = 'If enabled the plugin checks the database to see if a case exists with the same title as the subject of the email';
    $CFGVAR['auto_create_check_duplicates']['type'] = 'select';

    $CFGVAR['auto_create_import_cc_addresses']['title'] = 'Import CC addresses automatically';
    $CFGVAR['auto_create_import_cc_addresses']['help'] = 'If enabled the plugin imports the CC adresses automatically into the newly created case';
    $CFGVAR['auto_create_import_cc_addresses']['type'] = 'select';

    $CFGVAR['auto_create_force_to_default_skill']['title'] = 'Force incident creation to default skill';
    $CFGVAR['auto_create_force_to_default_skill']['help'] = 'If enabled, and no clear tag match is found, the case will be created to a default skill (This skill has to be created in the database first)';
    $CFGVAR['auto_create_force_to_default_skill']['type'] = 'select';

    $CFGVAR['auto_create_force_to_default_skill_id']['title'] = 'Default skill';
    $CFGVAR['auto_create_force_to_default_skill_id']['help'] = 'The ID in the sit_software table of the default skill (see above)';
    $CFGVAR['auto_create_force_to_default_skill_id']['type'] = 'number';

    $CFGVAR['auto_create_first_response_auto']['title'] = 'Auto first response';
    $CFGVAR['auto_create_first_response_auto']['help'] = 'If enabled, automatic email sent after the incident creation is considered as the first response';
    $CFGVAR['auto_create_first_response_auto']['type'] = 'select';

    $CFGVAR['auto_create_tag_seperator']['title'] = 'Tag separator';
    $CFGVAR['auto_create_tag_seperator']['help'] = "In SiT! tags are normally single words, if you want to use phrases as tags you can separate them with a separator (e.g. <code>|</code>). In this case the plugin will search for the phrase by replacing the separator by a ' ' (space)";
    $CFGVAR['auto_create_tag_seperator']['type'] = 'text';

    $CFGVAR['auto_create_default_priority']['title'] = 'Default priority';
    $CFGVAR['auto_create_default_priority']['help'] = 'The default priority to use when creating an incident';
    $CFGVAR['auto_create_default_priority']['type'] = 'number';

    $CFGVAR['auto_create_priority_low_array']['title'] = 'Low priority skills list';
    $CFGVAR['auto_create_priority_low_array']['help'] = "An array list of skills to create with priority <em class='updatednow'>Low</em>";
    $CFGVAR['auto_create_priority_low_array']['type'] = '1darray';

    $CFGVAR['auto_create_priority_medium_array']['title'] = 'Medium priority skills list';
    $CFGVAR['auto_create_priority_medium_array']['help'] = "An array list of skills to create with priority <em class='updatednow'>Medium</em>";
    $CFGVAR['auto_create_priority_medium_array']['type'] = '1darray';

    $CFGVAR['auto_create_priority_high_array']['title'] = 'High priority skills list';
    $CFGVAR['auto_create_priority_high_array']['help'] = "An array list of skills to create with priority <em class='updatednow'>High</em>";
    $CFGVAR['auto_create_priority_high_array']['type'] = '1darray';

    $CFGVAR['auto_create_priority_critical_array']['title'] = 'Critical priority skills list';
    $CFGVAR['auto_create_priority_critical_array']['help'] = "An array list of skills to create with priority <em class='updatednow'>Critical</em>";
    $CFGVAR['auto_create_priority_critical_array']['type'] = '1darray';

    $CFGVAR['auto_create_search_bodytext']['title'] = 'Search bodytext';
    $CFGVAR['auto_create_search_bodytext']['help'] = 'If enabled, and no clear result is found in the tags search of the email <code>Subject</code>, then the plugin will try to do the same search but with the bodytext of the email as well';
    $CFGVAR['auto_create_search_bodytext']['type'] = 'select';

    $CFGVAR['act_auto_new_contact']['title'] = 'Auto_create new contact';
    $CFGVAR['act_auto_new_contact']['help'] = 'If enabled, and the contact is <code>Unknown</code>, then the plugin will try to autocreate the contact before autocreating the incident.';
    $CFGVAR['act_auto_new_contact']['type'] = 'select';

    $CFGVAR['act_auto_new_contact_ldap']['title'] = 'Use LDAP to search for unknown contact';
    $CFGVAR['act_auto_new_contact_ldap']['help'] = 'If enabled, the plugin will ty to search LDAP with the <code>email</code> address to try and find the contact.';
    $CFGVAR['act_auto_new_contact_ldap']['type'] = 'select';

    $CFGVAR['act_auto_new_contact_sitbase']['title'] = 'Search for unknown contact in the sitbase';
    $CFGVAR['act_auto_new_contact_sitbase']['help'] = 'If enabled, the plugin will ty to search for exisitng users with the same domain.';
    $CFGVAR['act_auto_new_contact_sitbase']['type'] = 'select';

    $CFGVAR['act_auto_new_contact_ldap_selective_domain']['title'] = 'Selective domain for LDAP search';
    $CFGVAR['act_auto_new_contact_ldap_selective_domain']['help'] = 'When the unknown contact is from the domain specified here, the plugin will search the LDAP directory (If not specified NO LDAP search is performed).';
    $CFGVAR['act_auto_new_contact_ldap_selective_domain']['type'] = 'text';

    $CFGVAR['act_auto_new_contact_ldap_field_to_use']['title'] = 'LDAP result field to use for site identifier';
    $CFGVAR['act_auto_new_contact_ldap_field_to_use']['unit'] = "for e.g. 'company' or 'departement'";
    $CFGVAR['act_auto_new_contact_ldap_field_to_use']['help'] = "The name of the field in the AD that specifiezs the 'site name' .";
    $CFGVAR['act_auto_new_contact_ldap_field_to_use']['type'] = 'text';

    $CFGVAR['act_auto_new_contact_excluded_domains']['title'] = 'Domains excluded from the function search';
    $CFGVAR['act_auto_new_contact_excluded_domains']['help'] = "A comma seperated list of domains that are <code>Excluded</code>, from this function: e.g. 'hotmail.com' or 'gmail.com'.";
    $CFGVAR['act_auto_new_contact_excluded_domains']['unit'] = "(Exclusive) If the incoming email is from a user in this(these) domain(s), NO attempt will be made to automatically create the contact";
    $CFGVAR['act_auto_new_contact_excluded_domains']['type'] = '1darray';

}

function act_create_unknown_contact($decoded)
{
    global $dbSites, $CONFIG;

    $email = strtolower($decoded[0]['ExtractedAddresses']['from:'][0]['address']);
    //Selective domain to search LDAP - If user email is in this domain (and LDAP search is enabled) then search LDAP
    if ($CONFIG['act_auto_new_contact_ldap_selective_domain'])
    {
        $ldap_selective_domain = strtolower($CONFIG['act_auto_new_contact_ldap_selective_domain']);
    }
    else
    {
        debug_log("No domain selected for LDAP search - no LDAP search! Please see the config page and set the domain");
    }

    //When an email is FROM: a user in one of these domains the function exits (no contact can be created)
    $excluded_domains = $CONFIG['act_auto_new_contact_excluded_domains'];
    $contactid = '';
    $ldap_fail = 0;
    unset ($detail_found);
    $domain = strtolower(act_get_domain_from_email($email));
    debug_log("Domain from email address = {$domain} --- Domain from act_settings = {$ldap_selective_domain}");

    if (!empty($excluded_domains))
    {
        if (in_array($domain, $excluded_domains))
        {
            debug_log("The domain is in the array of excluded domains! exiting search ...");
            return FALSE;
        }
    }

    //If LDAP search is enabled AND the domain is the selected domain
    if (!isset($CONFIG['act_auto_new_contact_ldap']))
    {
        $CONFIG['act_auto_new_contact_ldap'] = FALSE;//Default
    }

    if ($CONFIG['act_auto_new_contact_ldap'] AND $domain == $ldap_selective_domain)
    {
        debug_log("checking with the LDAP directory ...");
        $check_ldap = act_check_ldap_with_email($email);

        if (!$check_ldap)
        {
            $ldap_fail++;
            debug_log("No details found in AD/LDAP for {$email}");
        }
        else
        {
            $site_name = $check_ldap['search_string'];
            $contact_surname = cleanvar($check_ldap['surname']);
            $contact_forenames = cleanvar($check_ldap['forenames']);
            $contact_jobtitle = cleanvar($check_ldap['jobtitle']);
            $contact_courtesy = cleanvar($check_ldap['courtesy']);
            $contact_username = $check_ldap['username'];
            $contact_fullname = cleanvar($check_ldap['fullname']);

            if ($site_name)
            {
                $sql="SELECT id, name FROM `{$dbSites}` WHERE name='$site_name' ";
                $siteresult = mysql_query($sql);
                if (mysql_error()) trigger_error(mysql_error(),E_USER_WARNING);
                $siterow = mysql_fetch_array($siteresult);

                $site_id = $siterow['id'];

                if (!$site_id)
                {
                    $ldap_fail++;
                    debug_log("No site matched for sitename {$site_name} - Site does not exist in SiT");
                }
            }

            if (!$contact_forenames)
            {
                $parse_fullname = parse_name($contact_fullname);
                $contact_forenames = $parse_fullname['first'];
            }
            if (!$contact_surname)
            {
                $parse_fullname = parse_name($contact_fullname);
                $contact_surname = $parse_fullname['last'];
            }
            if (!$contact_forenames OR !$contact_surname)
            {
                $ldap_fail++;
            }

            if ($ldap_fail == 0)
            {
                $detail_found = array ('title' => $contact_courtesy,
                                'first' => $contact_forenames,
                                'last' => $contact_surname,
                                'email' => $email,
                                'siteid' => $site_id,
                                'jobtitle' => $contact_jobtitle,
                                'username' => $contact_username
                                );
            }
            else
            {
                $detail_found = FALSE;
            }
        }
    }

    if (!isset($CONFIG['act_auto_new_contact_sitbase'])) $CONFIG['act_auto_new_contact_sitbase'] = FALSE;

    if (!$detail_found AND $domain != $ldap_selective_domain AND $CONFIG['act_auto_new_contact_sitbase'] == TRUE)
    {
        debug_log("checking with the SiT exisitng base for the same domain ...");
        $check_sitbase = act_check_sitbase_with_email($decoded);

         if (!$check_sitbase)
         {
             debug_log("There was no match from the SiT database");
             return FALSE;
         }
         else
         {
             $detail_found = $check_sitbase;
         }
    }
    //Create the new contact
    if ($detail_found['last'] AND $detail_found['first'] AND $detail_found['siteid'] AND $detail_found['email'])
    {
        $contact = new Contact();
        $contact->username = $detail_found['username'];
        $contact->surname = $detail_found['last'];
        $contact->forenames = $detail_found['first'];
        $contact->jobtitle = $detail_found['jobtitle'];
        $contact->email = $detail_found['email'];
        $contact->courtesytitle = $detail_found['title'];
        $contact->siteid = $detail_found['siteid'];
        $contact->source = 'act_plugin';

        $status = $contact->add();

        debug_log("New contact with ID= {$status} created");
        return $status;
    }
}

function act_check_ldap_with_email($email)
{
    global $CONFIG;
    //We are using the LDAP settings already in SiT
    $ldap_host = $CONFIG['ldap_host'];
    $ldap_port = $CONFIG['ldap_port'];
    $ldap_protocol = $CONFIG['ldap_protocol'];
    $ldap_security = $CONFIG['ldap_security'];
    $ldap_user = $CONFIG['ldap_bind_user'];
    $ldap_password = $CONFIG['ldap_bind_pass'];
    $ldap_base = $CONFIG['ldap_user_base'];

    if ($CONFIG['ldap_type'])
    {
        $ldap_mapping = strtoupper($CONFIG['ldap_type']);
    }
    else
    {
        debug_log("LDAP type not set! Please see LDAP settings in the config pages!");
    }

    $ldap_selective_domain = $CONFIG['act_auto_new_contact_ldap_selective_domain'];
    $ldap_email_displayname = strtolower(constant("LDAP_{$ldap_mapping}_EMAIL"));
    $ldap_surname_displayname = strtolower(constant("LDAP_{$ldap_mapping}_SURNAME"));
    $ldap_forenames_displayname = strtolower(constant("LDAP_{$ldap_mapping}_FORENAMES"));
    $ldap_jobtitle_displayname = strtolower(constant("LDAP_{$ldap_mapping}_JOBTITLE"));
    $ldap_courtesy_displayname = strtolower(constant("LDAP_{$ldap_mapping}_COURTESYTITLE"));
    $ldap_username_displayname = strtolower(constant("LDAP_{$ldap_mapping}_USERATTRIBUTE"));
    $ldap_fullname_displayname = strtolower(constant("LDAP_{$ldap_mapping}_REALNAME"));

    //Field to use as site identifier to create the new contact
    if (!isset($CONFIG['act_auto_new_contact_ldap_field_to_use']))
    {
        $CONFIG['act_auto_new_contact_ldap_field_to_use'] = "departement";
    }
    if ($CONFIG['act_auto_new_contact_ldap_field_to_use'])
    {
        $ldap_field_used = $CONFIG['act_auto_new_contact_ldap_field_to_use'];
    }
    else
    {
        debug_log("No field defined to use to identify the site in the DB. Please see the plugin config!");
        return FALSE;
    }

    unset ($result);

    // connect to server
    //This code cannot be executed on the same server as AD is installed on!!!

    //Connect
    $ad = ldap_connect($ldap_host);
    if (!$ad) debug_log("Could not connect to LDAP server ");
    else debug_log("Connection to {$ldap_host} succesful");

    //Set some variables
    ldap_set_option($ad, LDAP_OPT_PROTOCOL_VERSION, 3);
    ldap_set_option($ad, LDAP_OPT_REFERRALS, 0);

    //Bind to the ldap directory
    $bd = ldap_bind($ad,$ldap_user,$ldap_password);
    if (!$bd) debug_log("Could not bind to LDAP server with credentials '$user'");
    else debug_log("Binding to -{$ldap_host}- with -{$ldap_user}- succesfull");

    //Search the directory
    $result = ldap_search($ad, $ldap_base, $ldap_email_displayname."=".$email);
    if (!$result)
    {
        debug_log("The LDAP search for >>{$ldap_email_displayname}={$email}<< retuned no results");
    }

    //Create result set
    $entries = ldap_get_entries($ad, $result);
    //print_r($entries[0]);

    //Sort and print
    debug_log("User count: {$entries['count']}");

    //Can only manage with one result, if there are duplicates we cannot risk continuing
    if ($entries['count']==1)
    {
        $result = array('search_string' => $entries[0]["{$ldap_field_used}"][0],
                        'surname' => $entries[0]["{$ldap_surname_displayname}"][0],
                        'forenames' => $entries[0]["{$ldap_forenames_displayname}"][0],
                        'jobtitle' => $entries[0]["{$ldap_jobtitle_displayname}"][0],
                        'courtesy' => $entries[0]["{$ldap_courtesy_displayname}"][0],
                        'username' => $entries[0]["{$ldap_username_displayname}"][0],
                        'fullname' => $entries[0]["{$ldap_fullname_displayname}"]
                       );
        debug_log("User details:".print_r($result, TRUE));
        return $result;
    }
    elseif ($entries['count']>1)
    {
        debug_log("{$entries['count']} contacts with mail={$email} was found in AD/LDAP");
        return FALSE;
    }
    //unbind
    ldap_unbind($ad);
}

function act_check_sitbase_with_email($decoded)
{
    global $dbContacts;

    //Get name details
    $name_full = $decoded[0]['ExtractedAddresses']['from:'][0]['name'];
    $email = $decoded[0]['ExtractedAddresses']['from:'][0]['address'];
    $domain = strtolower(act_get_domain_from_email($email));
    debug_log("Domain from email - {$domain} for - {$name_full} email address - {$email} ...");

    if (!$name_full)
    {
        debug_log("No name in email header ");
        return FALSE;
    }
    else
    {
        $parsed_name = parse_name($name_full);
        debug_log("The parsed name is:".print_r($parsed_name,TRUE));
    }

    //exit here if either first or last name is not found
    if (!$parsed_name['first'] OR !$parsed_name['last'])
    {
        debug_log("No first or Last name found in email header. Exiting the function.");
        return FALSE;
    }
    else
    {
        //search db for similar domain
        $dom_sql = "SELECT id, siteid, email FROM `{$dbContacts}` WHERE `email` LIKE '%{$domain}' LIMIT 1 ";
        $result = mysql_query($dom_sql);
        if (mysql_error()) trigger_error("MySQL Query Error ".mysql_error(), E_USER_WARNING);
        $domain_result = mysql_fetch_object($result);

        //get siteid of same site contact
        if (!$domain_result)
        {
            debug_log("There was no match in the DB for this domain.");
            return FALSE;
        }
        else
        {
            $same_site_id = $domain_result->siteid;

            $detail_found = array ('title' => $parsed_name['title'],
                                    'first' => $parsed_name['first']." ".$parsed_name['middle'],
                                    'last' => $parsed_name['last'],
                                    'email' => $email,
                                    'siteid' => $same_site_id,
                                    'jobtitle' => '',
                                    'username' => ''
                                    );
            debug_log("Returned result from SiT base:".print_r($detail_found,TRUE));
            return $detail_found;
        }
    }
}

function act_get_domain_from_email($email)
{
    //Get domain from email address
    //TODO: Need to improve this to check the passed email address is Ok
    $dom = split("@",$email);
    $domain = strtolower($dom[1]);
    return $domain;
}
?>