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Feature/9437 update closed tickets #13

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1e6aebc
N°9437 - Mail to ticket can update closed tickets
accognet Mar 24, 2026
d5d083d
Add new option : mail in error + send autoreply
accognet Apr 3, 2026
87be865
fix label
accognet Apr 3, 2026
a4e6bf9
WIP
accognet Apr 10, 2026
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189 changes: 162 additions & 27 deletions datamodel.itop-standard-email-synchro.xml
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Original file line number Diff line number Diff line change
Expand Up @@ -82,6 +82,11 @@
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="unknown_caller_rejection_reply_subject" xsi:type="AttributeString">
<sql>unknown_caller_rejection_reply_subject</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="caller_default_values" xsi:type="AttributeText">
<sql>caller_default_values</sql>
<default_value/>
Expand Down Expand Up @@ -151,6 +156,27 @@
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="closed_ticket_behavior" xsi:type="AttributeEnum">
<sql>closed_ticket_behavior</sql>
<values>
<value>error</value>
<value>process</value>
<value>new_ticket</value>
<value>update_ticket</value>
</values>
<default_value>new_ticket</default_value>
<is_null_allowed>false</is_null_allowed>
</field>
<field id="closed_ticket_reply_subject" xsi:type="AttributeString">
<sql>closed_ticket_reply_subject</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
<field id="closed_ticket_reply" xsi:type="AttributeText">
<sql>closed_ticket_reply</sql>
<default_value/>
<is_null_allowed>true</is_null_allowed>
</field>
</fields>
<methods>
<method id="DisplayBareRelations">
Expand Down Expand Up @@ -251,7 +277,7 @@ EOF
<type>Overload-DBObject</type>
<code><![CDATA[ public function ProcessNewEmail(EmailSource $oSource, $index, EmailMessage $oEmail)
{
$this->sLastError = null;
$this->sLastError = null;
$this->Trace("Processing new eMail (index = $index)");
$oTicket = null;
if ($this->IsUndesired($oEmail))
Expand Down Expand Up @@ -427,15 +453,8 @@ EOF
if (is_null($oTicket)) {
$this->Trace("iTop Simple Email Synchro: WARNING the message ({$oEmail->sUIDL}) got a EmailReplica#{$oEmailReplica->GetKey()}
with the ticket_id={$oEmailReplica->Get('ticket_id')} but the ticket does not exist.");
} elseif (MetaModel::IsValidAttCode(get_class($oTicket), "operational_status") && $oTicket->Get("operational_status") === "closed") {
$this->Trace("iTop Simple Email Synchro: WARNING the message ({$oEmail->sUIDL}) is related to the CLOSED (operational_status) ticket {$oTicket->Get('id')}");
return null;
} elseif (MetaModel::IsValidAttCode(get_class($oTicket), "status") && $oTicket->Get("status") === "closed") {
$this->Trace("iTop Simple Email Synchro: WARNING the message ({$oEmail->sUIDL}) is related to the CLOSED (status) ticket {$oTicket->Get('id')}");
return null;
}
else {
return $oTicket;
} else {
return $this->CheckTicketStatus($oTicket);
}
}
}
Expand All @@ -444,27 +463,77 @@ EOF
// No associated ticket found by parsing the headers, check
// if the subject does not match a specific pattern
$sPattern = $this->FixPattern($this->Get('title_pattern'));
if(($sPattern != '') && (preg_match($sPattern, $oEmail->sSubject, $aMatches)))
{
if(($sPattern != '') && (preg_match($sPattern, $oEmail->sSubject, $aMatches))) {
$oFilter = DBSearch::FromOQL('SELECT Ticket WHERE ref = :ref');
foreach ($aMatches as $sMatch)
{
if (!empty($sMatch))
{
foreach ($aMatches as $sMatch) {
if (!empty($sMatch)) {
$this->Trace("iTop Simple Email Synchro: Retrieving ticket $sMatch (match by subject pattern)...");
$oSet = new DBObjectSet($oFilter, array(), array('ref' => $sMatch));
$oTicket = $oSet->Fetch();
if ($oTicket)
{
break;
if ($oTicket) {
return $this->CheckTicketStatus($oTicket,$oEmail);
}
}
}
}
}
}

return $oTicket;
}]]></code>
</method>
<method id="CheckTicketStatus">
<comment><![CDATA[/**
* Check id ticket is closed and apply the appropriate behavior
* @param $oTicket
* @return string
*/]]></comment>
<static>false</static>
<access>protected</access>
<type>Overload-DBObject</type>
<code><![CDATA[ protected function CheckTicketStatus($oTicket, $oEmail)
{
if ((MetaModel::IsValidAttCode(get_class($oTicket), "operational_status") && $oTicket->Get("operational_status") === "closed") ||
(MetaModel::IsValidAttCode(get_class($oTicket), "status") && $oTicket->Get("status") === "closed")) {
//send mail if configured to do so
$sReplyBody = $this->Get('closed_ticket_reply');
$sReplySubject = $this->Get('closed_ticket_reply_subject');
if (utils::IsNotNullOrEmptyString($sReplyBody)|| utils::IsNotNullOrEmptyString($sReplySubject) ) {
$sContactQuery = 'SELECT Person WHERE email = :email';
$oSet = new DBObjectSet(DBObjectSearch::FromOQL($sContactQuery), array(), array('email' => $oEmail->sCallerEmail));
$oPerson = $oSet->Fetch();
$aPlaceholders = [
'$subject$',
'$senderEmail$',
'$senderName$',
'$senderFirstName$'
];
$aReplacement = [
$oEmail->sSubject,
$oEmail->sCallerEmail,
$oPerson->Get('name'),
$oPerson->Get('first_name'),
];
//replace the only autorized placeholder $subject$
if (utils::IsNullOrEmptyString($sReplySubject)){
$sReplySubject = 'Re: '.$oEmail->sSubject;
} else {
$sReplySubject = str_replace($aPlaceholders,$aReplacement, $sReplySubject);
}
$sReplyBody = str_replace($aPlaceholders, $aReplacement, $sReplyBody);
$sReplyBody = str_replace("\n", "<br/>", $sReplyBody);
$sReplyTo = $oEmail->sCallerEmail;
$sReplyFrom = $oEmail->aTos[0]['email'];
$this->Trace("From: ".$sReplyFrom."\nTo: ".$sReplyTo."\n".$sReplySubject."\n\n".$sReplyBody);
$oEmail->oRawEmail->SendAsAttachment($sReplyTo, $sReplyFrom, $sReplySubject, $sReplyBody);
}

if ($this->Get('closed_ticket_behavior') === 'new_ticket') {
$this->Trace("iTop Simple Email Synchro: WARNING the message ({$oEmail->sUIDL}) is related to the CLOSED (operational_status) ticket {$oTicket->Get('id')}");
return null;
}
}
return $oTicket;
}]]></code>
</method>
<method id="CreateTicketFromEmail">
<comment><![CDATA[/**
* Actual creation of the ticket from the incoming email. Overload this method
Expand Down Expand Up @@ -536,7 +605,7 @@ EOF

// Insert the remaining attachments so that we know their ID and can reference them in the message's body
$aAddedAttachments = $this->AddAttachments($oTicket, $oEmail, true, $aIgnoredAttachments, $oCaller, $oUser); // Cannot insert them for real since the Ticket is not saved yet (we don't know its ID)
// we'll have to call UpdateAttachments once the ticket is properly saved
// we'll have to call UpdateAttachments once the ticket is properly saved
$oTicketDescriptionAttDef = MetaModel::GetAttributeDef(get_class($oTicket), 'description');
$bForPlainText = true; // Target format is plain text (by default)
if ($oTicketDescriptionAttDef instanceof AttributeHTML)
Expand Down Expand Up @@ -798,6 +867,31 @@ EOF
$this->SetNextAction(EmailProcessor::MARK_MESSAGE_AS_ERROR); // Keep the message in the mailbox, but marked as error
return;
}
if($this->Get('closed_ticket_behavior') === 'error'){
if ((MetaModel::IsValidAttCode(get_class($oTicket), "operational_status") && $oTicket->Get('operational_status') =='closed') || (MetaModel::IsValidAttCode(get_class($oTicket), "status") && $oTicket->Get("status") === "closed")) {
$this->sLastError='Ticket '.$oTicket->GetName().' is closed. Cannot update a closed ticket.';
return null;
}
}
if($this->Get('closed_ticket_behavior') === 'process'){
if ((MetaModel::IsValidAttCode(get_class($oTicket), "operational_status") && $oTicket->Get('operational_status') =='closed') || (MetaModel::IsValidAttCode(get_class($oTicket), "status") && $oTicket->Get("status") === "closed")) {
$this->Trace("iTop Simple Email Synchro: WARNING the message ({$oEmail->sUIDL}) is related to the CLOSED (operational_status) ticket {$oTicket->Get('id')}");
// process the mail as usual but do not update the ticket
if ($this->Get('email_storage') == 'delete') {
// Remove the processed message from the mailbox
$this->Trace("Ticket updated, deleting the source eMail '".$oEmail->sSubject."'");
$this->SetNextAction(EmailProcessor::DELETE_MESSAGE);
} else if ($this->Get('email_storage') == 'move') {
// Remove the processed message from the mailbox
$this->Trace("Ticket created, move the source eMail '".$oEmail->sSubject."'");
$this->SetNextAction(EmailProcessor::MOVE_MESSAGE);
} else {
// Keep the message in the mailbox
$this->SetNextAction(EmailProcessor::NO_ACTION);
}
return $oTicket;
}
}

// Try to extract what's new from the message's body
$this->Trace("iTop Simple Email Synchro: Updating the iTop ticket ".$oTicket->GetName()." from eMail '".$oEmail->sSubject."'");
Expand Down Expand Up @@ -1204,6 +1298,7 @@ EOF
<type>Overload-DBObject</type>
<code><![CDATA[ public function HandleError($oEmail, $sErrorCode, $oRawEmail = null, $sAdditionalErrorMessage = '')
{
$this->Trace(json_encode(\MyHelpers::get_callstack(1)));
$sTo = $this->Get('notify_errors_to');
$sFrom = $this->Get('notify_errors_from');
// The behavior is overriden in case of undesired_message
Expand All @@ -1226,15 +1321,29 @@ EOF

// if rejection reply
$sRejectionReply = $this->Get('unknown_caller_rejection_reply');
if (!empty($sRejectionReply) && $oRawEmail)
$sRejectionReplySubject = $this->Get('unknown_caller_rejection_reply_subject');
if ((utils::IsNotNullOrEmptyString($sRejectionReply) || utils::IsNotNullOrEmptyString($sRejectionReplySubject)) && $oRawEmail)
{
$sReplySubject = '[iTop] '.$oEmail->sSubject.' - '.$this->sLastError;
$aPlaceholders = [
'$subject$',
'$senderEmail$'
];
$aReplacement = [
$oEmail->sSubject,
$oEmail->sCallerEmail
];
if (utils::IsNullOrEmptyString($sRejectionReplySubject)){
$sRejectionReplySubject = '[iTop] '.$oEmail->sSubject.' - '.$this->sLastError;
} else {
$sRejectionReplySubject = str_replace($aPlaceholders, $aReplacement, $sRejectionReplySubject);
}
$sRejectionReply = str_replace($aPlaceholders, $aReplacement, $sRejectionReply);
$sReplyBody = str_replace("\n", "<br/>", $sRejectionReply);
$sReplyTo = $oEmail->sCallerEmail;
$aTo = $oRawEmail->GetTo();
$sReplyFrom = $aTo[0]['email'];
$this->Trace("From: ".$sReplyFrom."\nTo: ".$sReplyTo."\n".$sReplySubject."\n\n".$sReplyBody);
$oRawEmail->SendAsAttachment($sReplyTo, $sReplyFrom, $sReplySubject, $sReplyBody);
$this->Trace("From: ".$sReplyFrom."\nTo: ".$sReplyTo."\n".$sRejectionReplySubject."\n\n".$sReplyBody);
$oRawEmail->SendAsAttachment($sReplyTo, $sReplyFrom, $sRejectionReplySubject, $sReplyBody);

$this->sLastError .= " - Replied to sender on ".date('r');
}
Expand Down Expand Up @@ -1469,6 +1578,11 @@ EOF
<item id="target_folder">
<rank>30</rank>
</item>
</items>
</item>
<item id="fieldset:MailInbox:TicketProcessing">
<rank>20</rank>
<items>
<item id="target_class">
<rank>40</rank>
</item>
Expand All @@ -1486,12 +1600,33 @@ EOF
</item>
</items>
</item>
<item id="fieldset:MailInbox:ClosedTickets">
<rank>30</rank>
<items>
<item id="closed_ticket_behavior">
<rank>40</rank>
</item>
<item id="closed_ticket_reply_subject">
<rank>50</rank>
</item>
<item id="closed_ticket_reply">
<rank>60</rank>
</item>
</items>
</item>
</items>
</item>
<item id="col:col2">
<items>
<item id="fieldset:MailInbox:Caller">
<rank>20</rank>
<rank>10</rank>
<items>
<item id="unknown_caller_behavior">
<rank>10</rank>
</item>
<item id="unknown_caller_rejection_reply_subject">
<rank>14</rank>
</item>
<item id="unknown_caller_rejection_reply">
<rank>15</rank>
</item>
Expand Down
27 changes: 25 additions & 2 deletions dictionaries/cs.dict.itop-standard-email-synchro.php
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Original file line number Diff line number Diff line change
Expand Up @@ -20,6 +20,22 @@
'Class:MailInboxStandard/Attribute:behavior/Value:both' => 'Create or Update Tickets~~',
'Class:MailInboxStandard/Attribute:behavior/Value:create_only' => 'Create new Tickets~~',
'Class:MailInboxStandard/Attribute:behavior/Value:update_only' => 'Update existing Tickets~~',
'Class:MailInboxStandard/Attribute:closed_ticket_behavior' => 'Behavior in case of closed ticket~~',
'Class:MailInboxStandard/Attribute:closed_ticket_behavior+' => 'In case of an update, it provides the behavior if the ticket is closed:
- Mark the mail as in error
- Mark the mail as processed, without updating the closed ticket
- Create a new ticket
- Update existing ticket. In this case, it\'s preferable to configure a "stimulus to apply" to reopen ticket.~~',
'Class:MailInboxStandard/Attribute:closed_ticket_behavior/Value:error' => 'Mark the mail as in error~~',
'Class:MailInboxStandard/Attribute:closed_ticket_behavior/Value:process' => 'Mark the mail as processed~~',
'Class:MailInboxStandard/Attribute:closed_ticket_behavior/Value:new_ticket' => 'Create a new Ticket~~',
'Class:MailInboxStandard/Attribute:closed_ticket_behavior/Value:update_ticket' => 'Update the Ticket~~',

'Class:MailInboxStandard/Attribute:closed_ticket_reply_subject' => 'Closed ticket autoreply subject~~',
'Class:MailInboxStandard/Attribute:closed_ticket_reply_subject+' => 'If no subject is provided, then the default subject will be: "Re:$subject$"
You can use the following placeholders : $subject$, $senderName$, $senderFirstName$ and $senderEmail$ in the email subject.~~',


'Class:MailInboxStandard/Attribute:caller_default_values' => 'New Person\'s Default Values~~',
'Class:MailInboxStandard/Attribute:caller_default_values+' => 'Provide a value for all mandatory fields of a Person, except email.
Use one field initialization per line, in the format: <field_code>:<value>~~',
Expand Down Expand Up @@ -97,12 +113,19 @@
- Reject the eMail: flag the eMail in error and reply to the sender with the content of "Unknown senders rejection reply"~~',
'Class:MailInboxStandard/Attribute:unknown_caller_behavior/Value:create_contact' => 'Create a new Person~~',
'Class:MailInboxStandard/Attribute:unknown_caller_behavior/Value:reject_email' => 'Reject the eMail~~',
'Class:MailInboxStandard/Attribute:unknown_caller_rejection_reply' => 'Unknown senders rejection reply~~',
'Class:MailInboxStandard/Attribute:unknown_caller_rejection_reply_subject' => 'Unknown senders autoreply subject',
'Class:MailInboxStandard/Attribute:unknown_caller_rejection_reply_subject+' => 'If no subject is provided, then the default subject will be: "[iTop]$subject$ - Unknown caller ($senderEmail$)"
You can use the following placeholders : $subject$ and $senderEmail$ in the email subject.',

'Class:MailInboxStandard/Attribute:unknown_caller_rejection_reply' => 'Unknown senders rejection reply message',
'Class:MailInboxStandard/Attribute:unknown_caller_rejection_reply+' => 'Optional reply to sender used with option “Reject the eMail”.
Unknown senders are email addresses which do not correspond to any Person in '.ITOP_APPLICATION_SHORT.'.
If this field is left empty, then no message is sent to unknown senders~~',
If this field is left empty, then no message is sent to unknown senders
You can use the following placeholders : $subject$ and $senderEmail$ in the message.~~',
'MailInbox:Behavior' => 'Behavior on Incoming eMails~~',
'MailInbox:Caller' => 'Unknown Senders~~',
'MailInbox:TicketProcessing' => 'Ticket Processing~~',
'MailInbox:ClosedTickets' => 'Closed Tickets~~',
'MailInbox:Errors' => 'Emails in Error~~',
'MailInbox:NoSubject' => 'No subject~~',
'MailInbox:OtherContacts' => 'Behavior for Additional Contacts~~',
Expand Down
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