SugarCRM - Inbound Email Case Creation - Custom Record Assignment and Case reopening - custom/modules/Emails/inboundEmailsLogic.php

inboundEmailsLogic.php

<?php
// Enrico Simonetti
// 11/09/2014
// Tested on SugarCRM 6.5.17

// Create standard Inbound Email to Case functionality, using by default an empty team ($inbound_cases_team) for round robin assignment
// Then define the custom assignment rules

/*
Logic hook entries will look something like this... if entered manually

$hook_array['before_save'][] = Array(2, 'reopenCase', 'custom/modules/Emails/inboundEmailsLogic.php','inboundEmailsLogic', 'reopenCase');
$hook_array['before_save'][] = Array(3, 'customCaseAssignment', 'custom/modules/Emails/inboundEmailsLogic.php','inboundEmailsLogic', 'customCaseAssignment');
*/


class inboundEmailsLogic
{
        public $inbound_cases_team = 'Inbound Cases';
        public $assignment_cases_team = 'Global';

        // before save on emails
        public function reopenCase(&$bean, $event, $args)
        {
                if(!empty($bean->parent_type) && !empty($bean->parent_id))
                {
                        // if the email is related to a case
                        if($bean->parent_type == 'Cases')
                        {
                                $case = BeanFactory::getBean('Cases', $bean->parent_id);

                                // if the status is not assigned and the email is unread
                                if($case->status != 'Assigned' && $bean->status == 'unread')
                                {
                                        $GLOBALS['log']->debug('inboundEmailsLogic->reopenCase - reopening case '.$case->id);
                                        // set case status to assigned, maybe notify user with a workflow?
                                        $case->status = 'Assigned';
                                        $case->save();
                                }
                        }
                }
        }

        // before save on emails
        public function customCaseAssignment(&$bean, $event, $args)
        {
                // if the email is related to a case, it is inbound and unread
                if (!empty($bean->parent_id) && !empty($bean->fetched_row) && $bean->parent_type == 'Cases' && $bean->type == 'inbound' && $bean->stat
us == 'unread'
                        && $bean->fetched_row['parent_type'] != 'Cases' && $bean->fetched_row['parent_id'] != $bean->parent_id)
                {
                        $case = BeanFactory::getBean('Cases', $bean->parent_id);

                        if(!empty($case->id))
                        {
                                // find if our default inbound empty team exists...
                                $inbound_team = BeanFactory::getBean('Teams');
                                $inbound_team->retrieve_by_string_fields(array('name' => $this->inbound_cases_team));

                                $assignment_team = BeanFactory::getBean('Teams');
                                $assignment_team->retrieve_by_string_fields(array('name' => $this->assignment_cases_team));

                                if(!empty($inbound_team->id) && !empty($case->team_id) && $inbound_team->id == $case->team_id && !empty($assignment_team->id))
                                {
                                        $GLOBALS['log']->debug('inboundEmailsLogic->customCaseAssignment - routing case '.$case->id);

                                        // assign both the email and the case to the correct team
                                        $bean->team_id = $bean->team_set_id = $assignment_team->id;
                                        $case->team_id = $case->team_set_id = $assignment_team->id;

                                        // now complete the custom case routing...
                                        if($case->assigned_user_id == '')
                                        {
                                                // custom logic goes here... now let's assign the email and the case to the Admin as an example
                                                $case->assigned_user_id = 1;
                                                $bean->assigned_user_id = 1;
                                        }

                                        $case->save();
                                }
                        }
                }
        }
}