Added bounce follow up feature (postmaster bounce emails will now issue an followup of origin ticket).

app/models/channel/email_parser.rb

@@ -12,50 +12,50 @@ class Channel::EmailParser
   mail = parse( msg_as_string )
 
   mail = {
-    :from              => 'Some Name <some@example.com>',
+    from:              'Some Name <some@example.com>',
-    :from_email        => 'some@example.com',
+    from_email:        'some@example.com',
-    :from_local        => 'some',
+    from_local:        'some',
-    :from_domain       => 'example.com',
+    from_domain:       'example.com',
-    :from_display_name => 'Some Name',
+    from_display_name: 'Some Name',
-    :message_id        => 'some_message_id@example.com',
+    message_id:        'some_message_id@example.com',
-    :to                => 'Some System <system@example.com>',
+    to:                'Some System <system@example.com>',
-    :cc                => 'Somebody <somebody@example.com>',
+    cc:                'Somebody <somebody@example.com>',
-    :subject           => 'some message subject',
+    subject:           'some message subject',
-    :body              => 'some message body',
+    body:              'some message body',
-    :attachments       => [
+    attachments:       [
       {
-        :data        => 'binary of attachment',
+        data:        'binary of attachment',
-        :filename    => 'file_name_of_attachment.txt',
+        filename:    'file_name_of_attachment.txt',
-        :preferences => {
+        preferences: {
-          :content-alternative => true,
+          content-alternative: true,
-          :Mime-Type           => 'text/plain',
+          Mime-Type:           'text/plain',
-          :Charset             => 'iso-8859-1',
+          Charset:             'iso-8859-1',
         },
       },
     ],
 
     # ignore email header
-    :x-zammad-ignore => 'false',
+    x-zammad-ignore: 'false',
 
     # customer headers
-    :x-zammad-customer-login     => '',
+    x-zammad-customer-login:     '',
-    :x-zammad-customer-email     => '',
+    x-zammad-customer-email:     '',
-    :x-zammad-customer-firstname => '',
+    x-zammad-customer-firstname: '',
-    :x-zammad-customer-lastname  => '',
+    x-zammad-customer-lastname:  '',
 
     # ticket headers
-    :x-zammad-ticket-group    => 'some_group',
+    x-zammad-ticket-group:    'some_group',
-    :x-zammad-ticket-state    => 'some_state',
+    x-zammad-ticket-state:    'some_state',
-    :x-zammad-ticket-priority => 'some_priority',
+    x-zammad-ticket-priority: 'some_priority',
-    :x-zammad-ticket-owner    => 'some_owner_login',
+    x-zammad-ticket-owner:    'some_owner_login',
 
     # article headers
-    :x-zammad-article-internal => false,
+    x-zammad-article-internal: false,
-    :x-zammad-article-type     => 'agent',
+    x-zammad-article-type:     'agent',
-    :x-zammad-article-sender   => 'customer',
+    x-zammad-article-sender:   'customer',
 
     # all other email headers
-    :some-header => 'some_value',
+    some-header: 'some_value',
   }
 
 =end
@@ -243,6 +243,9 @@ class Channel::EmailParser
     data[:body].gsub!( /\r\n/, "\n" )
     data[:body].gsub!( /\r/, "\n" )
 
+    # remember original mail instance
+    data[:mail_instance] = mail
+
     data
   end
 
@@ -325,12 +328,25 @@ class Channel::EmailParser
     [attach]
   end
 
+=begin
+
+  parser = Channel::EmailParser.new
+  ticket, article, user = parser.process(channel, email_raw_string)
+
+retrns
+
+  [ticket, article, user]
+
+=end
+
   def process(channel, msg)
     mail = parse( msg )
 
     # run postmaster pre filter
     filters = {
       '0010' => Channel::Filter::Trusted,
+      '0100' => Channel::Filter::FollowUpCheck,
+      '0900' => Channel::Filter::BounceCheck,
       '1000' => Channel::Filter::Database,
     }
 
@@ -393,8 +409,13 @@ class Channel::EmailParser
       # set current user
       UserInfo.current_user_id = user.id
 
-      # get ticket# from subject
+      # get ticket# based on email headers
-      ticket = Ticket::Number.check( mail[:subject] )
+      if mail[ 'x-zammad-ticket-id'.to_sym ]
+        ticket = Ticket.find_by( id: mail[ 'x-zammad-ticket-id'.to_sym ] )
+      end
+      if mail[ 'x-zammad-ticket-number'.to_sym ]
+        ticket = Ticket.find_by( number: mail[ 'x-zammad-ticket-number'.to_sym ] )
+      end
 
       # set ticket state to open if not new
       if ticket

app/models/channel/filter/bounce_check.rb

@@ -0,0 +1,27 @@
+# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+
+module Channel::Filter::BounceCheck
+
+  def self.run( _channel, mail )
+
+    return if !mail[:mail_instance]
+    return if !mail[:mail_instance].bounced?
+    return if !mail[:attachments]
+    return if mail[ 'x-zammad-ticket-id'.to_sym ]
+
+    mail[:attachments].each {|attachment|
+      next if !attachment[:preferences]
+      next if attachment[:preferences]['Mime-Type'] != 'message/rfc822'
+      next if !attachment[:data]
+      result = Channel::EmailParser.new.parse(attachment[:data])
+      next if !result[:message_id]
+      message_id_md5 = Digest::MD5.hexdigest(result[:message_id])
+      article = Ticket::Article.where(message_id_md5: message_id_md5).order('id DESC').limit(1).first
+      if article
+        mail[ 'x-zammad-ticket-id'.to_sym ] = article.ticket_id
+        break
+      end
+    }
+
+  end
+end

app/models/channel/filter/follow_up_check.rb

@@ -0,0 +1,14 @@
+# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/
+
+module Channel::Filter::FollowUpCheck
+
+  def self.run( _channel, mail )
+
+    return if mail[ 'x-zammad-ticket-id'.to_sym ]
+
+    # get ticket# from subject
+    ticket = Ticket::Number.check( mail[:subject] )
+    return if !ticket
+    mail[ 'x-zammad-ticket-id'.to_sym ] = ticket.id
+  end
+end

app/models/ticket/article.rb

@@ -13,8 +13,9 @@ class Ticket::Article < ApplicationModel
   belongs_to    :created_by,  class_name: 'User'
   belongs_to    :updated_by,  class_name: 'User'
   store         :preferences
-  before_create :check_subject
+  before_create :check_subject, :check_message_id_md5
-  before_update :check_subject
+  before_update :check_subject, :check_message_id_md5
+
   notify_clients_support
 
   activity_stream_support ignore_attributes: {
@@ -31,13 +32,19 @@ class Ticket::Article < ApplicationModel
 
   private
 
+  # strip not wanted chars
   def check_subject
-
     return if !subject
-
     subject.gsub!(/\s|\t|\r/, ' ')
   end
 
+  # fillup md5 of message id to search easier on very long message ids
+  def check_message_id_md5
+    return if !message_id
+    return if message_id_md5
+    self.message_id_md5 = Digest::MD5.hexdigest(message_id)
+  end
+
   class Flag < ApplicationModel
   end
 

db/migrate/20150830000001_update_message_id_md5.rb

@@ -0,0 +1,10 @@
+class UpdateMessageIdMd5 < ActiveRecord::Migration
+  def up
+    Ticket::Article.all.each {|article|
+      next if !article.message_id
+      next if article.message_id_md5
+      message_id_md5 = Digest::MD5.hexdigest(article.message_id)
+      article.update_columns({ message_id_md5: message_id_md5 })
+    }
+  end
+end

test/fixtures/mail33-undelivered-mail-returned-to-sender.box

@@ -0,0 +1,168 @@
+Return-Path: <MAILER-DAEMON>
+Delivered-To: edenhofer@zammad.example
+Received: by mx1.zammad.com (Postfix)
+	id 9246B20C3E96; Sun, 30 Aug 2015 16:56:06 +0200 (CEST)
+Date: Sun, 30 Aug 2015 16:56:06 +0200 (CEST)
+From: MAILER-DAEMON@mx1.zammad.com (Mail Delivery System)
+Subject: Undelivered Mail Returned to Sender
+To: edenhofer@zammad.example
+Auto-Submitted: auto-replied
+MIME-Version: 1.0
+Content-Type: multipart/report; report-type=delivery-status;
+	boundary="EF1A820C3E97.1440946566/mx1.zammad.com"
+Message-Id: <20150830145606.9246B20C3E96@mx1.zammad.com>
+
+This is a MIME-encapsulated message.
+
+--EF1A820C3E97.1440946566/mx1.zammad.com
+Content-Description: Notification
+Content-Type: text/plain; charset=us-ascii
+
+This is the mail system at host mx1.zammad.com.
+
+I'm sorry to have to inform you that your message could not
+be delivered to one or more recipients. It's attached below.
+
+For further assistance, please send mail to postmaster.
+
+If you do so, please include this problem report. You can
+delete your own text from the attached returned message.
+
+                   The mail system
+
+<not_existing@znuny.com>: host arber.znuny.com[88.198.51.81] said: 550 5.1.1
+    <not_existing@znuny.com>: Recipient address rejected: User unknown (in
+    reply to RCPT TO command)
+
+--EF1A820C3E97.1440946566/mx1.zammad.com
+Content-Description: Delivery report
+Content-Type: message/delivery-status
+
+Reporting-MTA: dns; mx1.zammad.com
+X-Postfix-Queue-ID: EF1A820C3E97
+X-Postfix-Sender: rfc822; edenhofer@zammad.example
+Arrival-Date: Sun, 30 Aug 2015 16:56:02 +0200 (CEST)
+
+Final-Recipient: rfc822; not_existing@znuny.com
+Original-Recipient: rfc822;not_existing@znuny.com
+Action: failed
+Status: 5.1.1
+Remote-MTA: dns; arber.znuny.com
+Diagnostic-Code: smtp; 550 5.1.1 <not_existing@znuny.com>: Recipient address
+    rejected: User unknown
+
+--EF1A820C3E97.1440946566/mx1.zammad.com
+Content-Description: Undelivered Message
+Content-Type: message/rfc822
+
+Return-Path: <edenhofer@zammad.example>
+Received: from appnode2.dc.zammad.com (appnode2.dc.zammad.com [144.1.1.1])
+	by mx1.zammad.com (Postfix) with ESMTP id 4B9BB20C3E96
+	for <not_existing@znuny.com>; Sun, 30 Aug 2015 16:56:02 +0200 (CEST)
+Received: by appnode2.dc.zammad.com (Postfix, from userid 1001)
+	id 36680141408; Sun, 30 Aug 2015 16:56:07 +0200 (CEST)
+Date: Sun, 30 Aug 2015 16:56:07 +0200
+From: Martin Edenhofer via Zammad Helpdesk <edenhofer@zammad.example>
+To: Martin Edenhofer <not_existing@znuny.com>
+Message-ID: <20150830145601.30.608881@edenhofer.zammad.com>
+In-Reply-To: 
+Subject: test [Ticket#10010]
+Mime-Version: 1.0
+Content-Type: multipart/mixed;
+ boundary="--==_mimepart_55e319872c918_39d5375468c949db";
+ charset=UTF-8
+Content-Transfer-Encoding: 7bit
+Organization: 
+X-Mailer: Zammad Mail Service (1.x)
+X-znuny-MailScanner-Information: Please contact the ISP for more information
+X-znuny-MailScanner-ID: 4B9BB20C3E96.A3EE2
+X-znuny-MailScanner: Found to be clean
+X-znuny-MailScanner-From: edenhofer@zammad.example
+X-Spam-Status: No
+
+
+----==_mimepart_55e319872c918_39d5375468c949db
+Content-Type: multipart/alternative;
+ boundary="--==_mimepart_55e319872c5bd_39d5375468c94778";
+ charset=UTF-8
+Content-Transfer-Encoding: 7bit
+
+
+----==_mimepart_55e319872c5bd_39d5375468c94778
+Content-Type: text/plain;
+ charset=UTF-8
+Content-Transfer-Encoding: 7bit
+
+Hello,
+
+is somebody there?
+
+Martin Edenhofer
+
+--
+ Super Support - Waterford Business Park
+ 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA
+ Email: [1] hot@example.com - Web: [2] http://www.example.com/
+--
+
+
+[1] mailto:hot@example.com
+[2] http://www.example.com/
+----==_mimepart_55e319872c5bd_39d5375468c94778
+Content-Type: multipart/related;
+ boundary="--==_mimepart_55e319872c7db_39d5375468c9486e";
+ charset=UTF-8
+Content-Transfer-Encoding: 7bit
+
+
+----==_mimepart_55e319872c7db_39d5375468c9486e
+Content-Type: text/html;
+ charset=UTF-8
+Content-Transfer-Encoding: 7bit
+
+<!DOCTYPE html>
+<html>
+  <head>
+    <meta http-equiv="Content-Type" content="text/html; charset=UTF-8"/>
+    <style type="text/css">
+    body {
+      width:90% !important;
+      -webkit-text-size-adjust:90%;
+      -ms-text-size-adjust:90%;
+      font-family:'Helvetica Neue', Helvetica, Arial, Geneva, sans-serif; font-size: 12px;;
+    }
+    img {
+      outline:none; text-decoration:none; -ms-interpolation-mode: bicubic;
+    }
+    a img {
+      border:none;
+    }
+    table td {
+      border-collapse: collapse;
+    }
+    table {
+      border-collapse: collapse; mso-table-lspace:0pt; mso-table-rspace:0pt;
+    }
+    p, table, div, td {
+      max-width: 600px;
+    }
+    p {
+      margin: 0;
+    }
+    blockquote, pre {
+      margin: 0px;
+      padding: 8px 12px 8px 12px;
+    }
+
+    </style>
+  <head>
+  <body style="font-family:'Helvetica Neue', Helvetica, Arial, Geneva, sans-serif; font-size: 12px;"><div>Hello,</div><div><br></div><div>is somebody there?</div><br><div data-signature="true" data-signature-id="1"><div>Martin Edenhofer</div><div><br></div><div>--</div><div> Super Support - Waterford Business Park</div><div> 5201 Blue Lagoon Drive - 8th Floor &amp; 9th Floor - Miami, 33126 USA</div><div> Email: <a href="mailto:hot@example.com" title="mailto:hot@example.com" target="_blank">hot@example.com</a> - Web: <a href="http://www.example.com/" title="http://www.example.com/" target="_blank">http://www.example.com/</a></div><div>--</div></div></body>
+</html>
+
+----==_mimepart_55e319872c7db_39d5375468c9486e--
+
+----==_mimepart_55e319872c5bd_39d5375468c94778--
+
+----==_mimepart_55e319872c918_39d5375468c949db--
+
+--EF1A820C3E97.1440946566/mx1.zammad.com--

test/unit/email_process_test.rb

@@ -2023,6 +2023,36 @@ Some Text',
     process(files)
   end
 
+  test 'process with bounce check' do
+
+    ticket = Ticket.create(
+      title: 'bounce check',
+      group: Group.lookup( name: 'Users'),
+      customer_id: 2,
+      state: Ticket::State.lookup( name: 'new' ),
+      priority: Ticket::Priority.lookup( name: '2 normal' ),
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    article = Ticket::Article.create(
+      ticket_id: ticket.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: '<20150830145601.30.608881@edenhofer.zammad.com>',
+      body: 'some message article',
+      internal: false,
+      sender: Ticket::Article::Sender.where(name: 'Agent').first,
+      type: Ticket::Article::Type.where(name: 'email').first,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    email_raw_string = IO.read('test/fixtures/mail33-undelivered-mail-returned-to-sender.box')
+    ticket_p, article_p, user_p = Channel::EmailParser.new.process( {}, email_raw_string)
+    assert_equal(ticket_p.id, ticket.id)
+  end
+
   test 'process with postmaster filter' do
     group1 = Group.create_if_not_exists(
       name: 'Test Group1',