django-helpdesk/helpdesk/email.py

"""
Django Helpdesk - A Django powered ticket tracker for small enterprise.

(c) Copyright 2008 Jutda. Copyright 2018 Timothy Hobbs. All Rights Reserved.
See LICENSE for details.
"""

# import base64


from bs4 import BeautifulSoup
from datetime import timedelta
from django.conf import settings as django_settings
from django.contrib.auth import get_user_model
from django.core.exceptions import ValidationError
from django.core.files.uploadedfile import SimpleUploadedFile
from django.db.models import Q
from django.utils import encoding, timezone
from django.utils.translation import gettext as _
import email
from email.message import Message
from email.utils import getaddresses
from email_reply_parser import EmailReplyParser
from helpdesk import settings
from helpdesk.exceptions import DeleteIgnoredTicketException, IgnoreTicketException
from helpdesk.lib import process_attachments, safe_template_context
from helpdesk.models import FollowUp, IgnoreEmail, Queue, Ticket
import imaplib
import logging
import mimetypes
import oauthlib.oauth2 as oauth2lib
# from oauthlib.oauth2 import BackendApplicationClient
import os
from os.path import isfile, join
import poplib
import re
# from requests_oauthlib import OAuth2Session
import requests_oauthlib
import socket
import ssl
import sys
from time import ctime
import typing
from typing import List, Tuple


# import User model, which may be a custom model
User = get_user_model()

STRIPPED_SUBJECT_STRINGS = [
    "Re: ",
    "Fw: ",
    "RE: ",
    "FW: ",
    "Automatic reply: ",
]


def process_email(quiet=False):
    for q in Queue.objects.filter(
            email_box_type__isnull=False,
            allow_email_submission=True):

        logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
        logging_types = {
            'info': logging.INFO,
            'warn': logging.WARN,
            'error': logging.ERROR,
            'crit': logging.CRITICAL,
            'debug': logging.DEBUG,
        }
        if q.logging_type in logging_types:
            logger.setLevel(logging_types[q.logging_type])
        elif not q.logging_type or q.logging_type == 'none':
            # disable all handlers so messages go to nowhere
            logger.handlers = []
            logger.propagate = False
        if quiet:
            logger.propagate = False  # do not propagate to root logger that would log to console

        # Log messages to specific file only if the queue has it configured
        if (q.logging_type in logging_types) and q.logging_dir:  # if it's enabled and the dir is set
            log_file_handler = logging.FileHandler(
                join(q.logging_dir, q.slug + '_get_email.log'))
            logger.addHandler(log_file_handler)
        else:
            log_file_handler = None

        try:
            if not q.email_box_last_check:
                q.email_box_last_check = timezone.now() - timedelta(minutes=30)

            queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
            if (q.email_box_last_check + queue_time_delta) < timezone.now():
                process_queue(q, logger=logger)
                q.email_box_last_check = timezone.now()
                q.save()
        finally:
            # we must close the file handler correctly if it's created
            try:
                if log_file_handler:
                    log_file_handler.close()
            except Exception as e:
                logging.exception(e)
            try:
                if log_file_handler:
                    logger.removeHandler(log_file_handler)
            except Exception as e:
                logging.exception(e)


def pop3_sync(q, logger, server):
    server.getwelcome()
    try:
        server.stls()
    except Exception:
        logger.warning(
            "POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
    server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
    server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)

    messagesInfo = server.list()[1]
    logger.info("Received %d messages from POP3 server" % len(messagesInfo))

    for msgRaw in messagesInfo:
        if type(msgRaw) is bytes:
            try:
                msg = msgRaw.decode("utf-8")
            except UnicodeError:
                # if couldn't decode easily, just leave it raw
                msg = msgRaw
        else:
            # already a str
            msg = msgRaw
        msgNum = msg.split(" ")[0]
        logger.info("Processing message %s" % msgNum)

        raw_content = server.retr(msgNum)[1]
        if type(raw_content[0]) is bytes:
            full_message = "\n".join([elm.decode('utf-8')
                                      for elm in raw_content])
        else:
            full_message = encoding.force_str(
                "\n".join(raw_content), errors='replace')
        try:
            ticket = object_from_message(message=full_message, queue=q, logger=logger)
        except IgnoreTicketException:
            logger.warn(
                "Message %s was ignored and will be left on POP3 server" % msgNum)
        except DeleteIgnoredTicketException:
            logger.warn(
                "Message %s was ignored and deleted from POP3 server" % msgNum)
            server.dele(msgNum)
        else:
            if ticket:
                server.dele(msgNum)
                logger.info(
                    "Successfully processed message %s, deleted from POP3 server" % msgNum)
            else:
                logger.warn(
                    "Message %s was not successfully processed, and will be left on POP3 server" % msgNum)

    server.quit()


def imap_sync(q, logger, server):
    try:
        try:
            server.starttls()
        except Exception:
            logger.warning(
                "IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
        server.login(q.email_box_user or
                     settings.QUEUE_EMAIL_BOX_USER,
                     q.email_box_pass or
                     settings.QUEUE_EMAIL_BOX_PASSWORD)
        server.select(q.email_box_imap_folder)
    except imaplib.IMAP4.abort:
        logger.error(
            "IMAP login failed. Check that the server is accessible and that "
            "the username and password are correct."
        )
        server.logout()
        sys.exit()
    except ssl.SSLError:
        logger.error(
            "IMAP login failed due to SSL error. This is often due to a timeout. "
            "Please check your connection and try again."
        )
        server.logout()
        sys.exit()

    try:
        data = server.search(None, 'NOT', 'DELETED')[1]
        if data:
            msgnums = data[0].split()
            logger.info("Received %d messages from IMAP server" % len(msgnums))
            for num in msgnums:
                logger.info("Processing message %s" % num)
                data = server.fetch(num, '(RFC822)')[1]
                full_message = encoding.force_str(data[0][1], errors='replace')
                try:
                    ticket = object_from_message(message=full_message, queue=q, logger=logger)
                except IgnoreTicketException:
                    logger.warn("Message %s was ignored and will be left on IMAP server" % num)
                except DeleteIgnoredTicketException:
                    server.store(num, '+FLAGS', '\\Deleted')
                    logger.warn("Message %s was ignored and deleted from IMAP server" % num)
                except TypeError as te:
                    # Log the error with stacktrace to help identify what went wrong
                    logger.error(f"Unexpected error processing message: {te}", exc_info=True)
                else:
                    if ticket:
                        server.store(num, '+FLAGS', '\\Deleted')
                        logger.info(
                            "Successfully processed message %s, deleted from IMAP server" % num)
                    else:
                        logger.warn(
                            "Message %s was not successfully processed, and will be left on IMAP server" % num)
    except imaplib.IMAP4.error:
        logger.error(
            "IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
            q.email_box_imap_folder
        )

    server.expunge()
    server.close()
    server.logout()


def imap_oauth_sync(q, logger, server):
    """
    IMAP eMail server with OAUTH authentication.
    Only tested against O365 implementation

    Uses HELPDESK OAUTH Dict in Settings.

    """

    try:
        logger.debug("Start Mailbox polling via IMAP OAUTH")

        client = oauth2lib.BackendApplicationClient(
            client_id=settings.HELPDESK_OAUTH["client_id"],
            scope=settings.HELPDESK_OAUTH["scope"],
        )

        oauth = requests_oauthlib.OAuth2Session(client=client)
        token = oauth.fetch_token(
            token_url=settings.HELPDESK_OAUTH["token_url"],
            client_id=settings.HELPDESK_OAUTH["client_id"],
            client_secret=settings.HELPDESK_OAUTH["secret"],
            include_client_id=True,
        )

        # TODO: Somehow link this to the debug level set within Django settings logging
        server.debug = 4

        # TODO: Perhaps store the authentication string template externally? Settings? Queue Table?
        server.authenticate(
            "XOAUTH2",
            lambda x: f"user={q.email_box_user}\x01auth=Bearer {token['access_token']}\x01\x01".encode(),
        )

        # Select the Inbound Mailbox folder
        server.select(q.email_box_imap_folder)

    except imaplib.IMAP4.abort:
        logger.error("IMAP authentication failed.")
        server.logout()
        sys.exit()

    except ssl.SSLError:
        logger.error(
            "IMAP login failed due to SSL error. This is often due to a timeout. "
            "Please check your connection and try again."
        )
        server.logout()
        sys.exit()

    try:
        data = server.search(None, 'NOT', 'DELETED')[1]
        if data:
            msgnums = data[0].split()
            logger.info(f"Found {len(msgnums)} message(s) on IMAP server")
            for num in msgnums:
                logger.info(f"Processing message {num}")
                data = server.fetch(num, '(RFC822)')[1]
                full_message = encoding.force_str(data[0][1], errors='replace')

                try:
                    ticket = object_from_message(message=full_message, queue=q, logger=logger)

                except IgnoreTicketException as itex:
                    logger.warn(f"Message {num} was ignored. {itex}")

                except DeleteIgnoredTicketException:
                    server.store(num, '+FLAGS', '\\Deleted')
                    logger.warn("Message %s was ignored and deleted from IMAP server" % num)

                except TypeError as te:
                    # Log the error with stacktrace to help identify what went wrong
                    logger.error(f"Unexpected error processing message: {te}", exc_info=True)

                else:
                    if ticket:
                        server.store(num, '+FLAGS', '\\Deleted')
                        logger.info(
                            "Successfully processed message %s, deleted from IMAP server" % num)
                    else:
                        logger.warn(
                            "Message %s was not successfully processed, and will be left on IMAP server" % num)

    except imaplib.IMAP4.error:
        logger.error(
            "IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
            q.email_box_imap_folder
        )

    # Purged Flagged Messages & Logout
    server.expunge()
    server.close()
    server.logout()


def process_queue(q, logger):
    logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())

    if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
        try:
            import socks
        except ImportError:
            no_socks_msg = "Queue has been configured with proxy settings, " \
                           "but no socks library was installed. Try to " \
                           "install PySocks via PyPI."
            logger.error(no_socks_msg)
            raise ImportError(no_socks_msg)

        proxy_type = {
            'socks4': socks.SOCKS4,
            'socks5': socks.SOCKS5,
        }.get(q.socks_proxy_type)

        socks.set_default_proxy(proxy_type=proxy_type,
                                addr=q.socks_proxy_host,
                                port=q.socks_proxy_port)
        socket.socket = socks.socksocket

    email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type

    mail_defaults = {
        'pop3': {
            'ssl': {
                'port': 995,
                'init': poplib.POP3_SSL,
            },
            'insecure': {
                'port': 110,
                'init': poplib.POP3,
            },
            'sync': pop3_sync,
        },
        'imap': {
            'ssl': {
                'port': 993,
                'init': imaplib.IMAP4_SSL,
            },
            'insecure': {
                'port': 143,
                'init': imaplib.IMAP4,
            },
            'sync': imap_sync
        },
        'oauth': {
            'ssl': {
                'port': 993,
                'init': imaplib.IMAP4_SSL,
            },
            'insecure': {
                'port': 143,
                'init': imaplib.IMAP4,
            },
            'sync': imap_oauth_sync
        },
    }
    if email_box_type in mail_defaults:
        encryption = 'insecure'
        if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
            encryption = 'ssl'
        if not q.email_box_port:
            q.email_box_port = mail_defaults[email_box_type][encryption]['port']

        server = mail_defaults[email_box_type][encryption]['init'](
            q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST,
            int(q.email_box_port)
        )
        logger.info("Attempting %s server login" % email_box_type.upper())
        mail_defaults[email_box_type]['sync'](q, logger, server)

    elif email_box_type == 'local':
        mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
        mail = [join(mail_dir, f)
                for f in os.listdir(mail_dir) if isfile(join(mail_dir, f))]
        logger.info("Found %d messages in local mailbox directory" % len(mail))

        logger.info("Found %d messages in local mailbox directory" % len(mail))
        for i, m in enumerate(mail, 1):
            logger.info("Processing message %d" % i)
            with open(m, 'r') as f:
                full_message = encoding.force_str(f.read(), errors='replace')
                try:
                    ticket = object_from_message(message=full_message, queue=q, logger=logger)
                except IgnoreTicketException:
                    logger.warn("Message %d was ignored and will be left in local directory", i)
                except DeleteIgnoredTicketException:
                    os.unlink(m)
                    logger.warn("Message %d was ignored and deleted local directory", i)
                else:
                    if ticket:
                        logger.info(
                            "Successfully processed message %d, ticket/comment created.", i)
                        try:
                            # delete message file if ticket was successful
                            os.unlink(m)
                        except OSError as e:
                            logger.error(
                                "Unable to delete message %d (%s).", i, str(e))
                        else:
                            logger.info("Successfully deleted message %d.", i)
                    else:
                        logger.warn(
                            "Message %d was not successfully processed, and will be left in local directory", i)


def decodeUnknown(charset, string):
    if type(string) is not str:
        if not charset:
            try:
                return str(string, encoding='utf-8', errors='replace')
            except UnicodeError:
                return str(string, encoding='iso8859-1', errors='replace')
        return str(string, encoding=charset, errors='replace')
    return string


def decode_mail_headers(string):
    decoded = email.header.decode_header(string)
    return u' '.join([
        str(msg, encoding=charset, errors='replace') if charset else str(msg)
        for msg, charset
        in decoded
    ])


def is_autoreply(message):
    """
    Accepting message as something with .get(header_name) method
    Returns True if it's likely to be auto-reply or False otherwise
    So we don't start mail loops
    """
    any_if_this = [
        False if not message.get(
            "Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
        True if message.get("X-Auto-Response-Suppress") in ("DR",
                                                            "AutoReply", "All") else False,
        message.get("List-Id"),
        message.get("List-Unsubscribe"),
    ]
    return any(any_if_this)


def create_ticket_cc(ticket, cc_list):
    if not cc_list:
        return []

    # Local import to deal with non-defined / circular reference problem
    from helpdesk.views.staff import subscribe_to_ticket_updates, User

    new_ticket_ccs = []
    for __, cced_email in cc_list:

        cced_email = cced_email.strip()
        if cced_email == ticket.queue.email_address:
            continue

        user = None

        try:
            user = User.objects.get(email=cced_email)  # @UndefinedVariable
        except User.DoesNotExist:
            pass

        try:
            ticket_cc = subscribe_to_ticket_updates(
                ticket=ticket, user=user, email=cced_email)
            new_ticket_ccs.append(ticket_cc)
        except ValidationError:
            pass

    return new_ticket_ccs


def create_object_from_email_message(message, ticket_id, payload, files, logger):
    ticket, previous_followup, new = None, None, False
    now = timezone.now()

    queue = payload['queue']
    sender_email = payload['sender_email']

    to_list = getaddresses(message.get_all('To', []))
    cc_list = getaddresses(message.get_all('Cc', []))

    message_id = message.get('Message-Id')
    in_reply_to = message.get('In-Reply-To')

    if message_id:
        message_id = message_id.strip()

    if in_reply_to:
        in_reply_to = in_reply_to.strip()

    if in_reply_to is not None:
        try:
            queryset = FollowUp.objects.filter(
                message_id=in_reply_to).order_by('-date')
            if queryset.count() > 0:
                previous_followup = queryset.first()
                ticket = previous_followup.ticket
        except FollowUp.DoesNotExist:
            pass  # play along. The header may be wrong

    if previous_followup is None and ticket_id is not None:
        try:
            ticket = Ticket.objects.get(id=ticket_id)
        except Ticket.DoesNotExist:
            ticket = None
        else:
            new = False
            # Check if the ticket has been merged to another ticket
            if ticket.merged_to:
                logger.info("Ticket has been merged to %s" %
                            ticket.merged_to.ticket)
                # Use the ticket in which it was merged to for next operations
                ticket = ticket.merged_to

    # New issue, create a new <Ticket> instance
    if ticket is None:
        if not settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
            ticket = Ticket.objects.create(
                title=payload['subject'],
                queue=queue,
                submitter_email=sender_email,
                created=now,
                description=payload['body'],
                priority=payload['priority'],
            )
            ticket.save()
            logger.debug("Created new ticket %s-%s" %
                         (ticket.queue.slug, ticket.id))

            new = True

    # Old issue being re-opened
    elif ticket.status == Ticket.CLOSED_STATUS:
        ticket.status = Ticket.REOPENED_STATUS
        ticket.save()

    f = FollowUp(
        ticket=ticket,
        title=_('E-Mail Received from %(sender_email)s' %
                {'sender_email': sender_email}),
        date=now,
        public=True,
        comment=payload.get('full_body', payload['body']) or "",
        message_id=message_id
    )

    if ticket.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' %
                    {'sender_email': sender_email})

    f.save()
    logger.debug("Created new FollowUp for Ticket")

    logger.info("[%s-%s] %s" % (ticket.queue.slug, ticket.id, ticket.title,))

    try:
        attached = process_attachments(f, files)
    except ValidationError as e:
        logger.error(str(e))
    else:
        for att_file in attached:
            logger.info(
                "Attachment '%s' (with size %s) successfully added to ticket from email.",
                att_file[0], att_file[1].size
            )

    context = safe_template_context(ticket)

    new_ticket_ccs = []
    new_ticket_ccs.append(create_ticket_cc(ticket, to_list + cc_list))

    autoreply = is_autoreply(message)
    if autoreply:
        logger.info(
            "Message seems to be auto-reply, not sending any emails back to the sender")
    else:
        send_info_email(message_id, f, ticket, context, queue, new)
    return ticket


def send_info_email(message_id: str, f: FollowUp, ticket: Ticket, context: dict, queue: dict, new: bool):
    # send mail to appropriate people now depending on what objects
    # were created and who was CC'd
    # Add auto-reply headers because it's an auto-reply and we must
    extra_headers = {
        'In-Reply-To': message_id,
        "Auto-Submitted": "auto-replied",
        "X-Auto-Response-Suppress": "All",
        "Precedence": "auto_reply",
    }
    if new:
        ticket.send(
            {'submitter': ('newticket_submitter', context),
             'new_ticket_cc': ('newticket_cc', context),
             'ticket_cc': ('newticket_cc', context)},
            fail_silently=True,
            extra_headers=extra_headers,
        )
    else:
        context.update(comment=f.comment)
        ticket.send(
            {'submitter': ('updated_submitter', context),
             'assigned_to': ('updated_owner', context)},
            fail_silently=True,
            extra_headers=extra_headers,
        )
        if queue.enable_notifications_on_email_events:
            ticket.send(
                {'ticket_cc': ('updated_cc', context)},
                fail_silently=True,
                extra_headers=extra_headers,
            )


def get_ticket_id_from_subject_slug(
        queue_slug: str,
        subject: str,
        logger: logging.Logger
) -> typing.Optional[int]:
    """Get a ticket id from the subject string

    Performs a match on the subject using the queue_slug as reference,
    returning the ticket id if a match is found.
    """
    matchobj = re.match(r".*\[" + queue_slug + r"-(?P<id>\d+)\]", subject)
    ticket_id = None
    if matchobj:
        # This is a reply or forward.
        ticket_id = matchobj.group('id')
        logger.info("Matched tracking ID %s-%s" % (queue_slug, ticket_id))
    else:
        logger.info("No tracking ID matched.")
    return ticket_id


def add_file_if_always_save_incoming_email_message(
        files_,
        message: str
) -> None:
    """When `settings.HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE` is `True`
    add a file to the files_ list"""
    if getattr(django_settings, 'HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE', False):
        # save message as attachment in case of some complex markup renders
        # wrong
        files_.append(
            SimpleUploadedFile(
                _("original_message.eml").replace(
                    ".eml",
                    timezone.localtime().strftime("_%d-%m-%Y_%H:%M") + ".eml"
                ),
                str(message).encode("utf-8"),
                'text/plain'
            )
        )


def get_encoded_body(body: str) -> str:
    try:
        return body.encode('ascii').decode('unicode_escape')
    except UnicodeEncodeError:
        return body


def get_body_from_fragments(body) -> str:
    """Gets a body from the fragments, joined by a double line break"""
    return "\n\n".join(f.content for f in EmailReplyParser.read(body).fragments)


def get_email_body_from_part_payload(part) -> str:
    """Gets an decoded body from the payload part, if the decode fails,
    returns without encoding"""
    try:
        return encoding.smart_str(
            part.get_payload(decode=True)
        )
    except UnicodeDecodeError:
        return encoding.smart_str(
            part.get_payload(decode=False)
        )


def attempt_body_extract_from_html(message: str) -> str:
    mail = BeautifulSoup(str(message), "html.parser")
    beautiful_body = mail.find('body')
    body = None
    full_body = None
    if beautiful_body:
        try:
            body = beautiful_body.text
            full_body = body
        except AttributeError:
            pass
    if not body:
        body = ""
    return body, full_body


def extract_part_data(
        part: Message,
        counter: int,
        ticket_id: int,
        files: List,
        logger: logging.Logger
) -> Tuple[str, str]:
    name = part.get_filename()
    if name:
        name = email.utils.collapse_rfc2231_value(name)
    part_body = None
    part_full_body = None
    if part.get_content_maintype() == 'text' and name is None:
        if part.get_content_subtype() == 'plain':
            part_body = part.get_payload(decode=True)
            # https://github.com/django-helpdesk/django-helpdesk/issues/732
            if part['Content-Transfer-Encoding'] == '8bit' and part.get_content_charset() == 'utf-8':
                part_body = part_body.decode('unicode_escape')
            part_body = decodeUnknown(part.get_content_charset(), part_body)
            # have to use django_settings here so overwriting it works in tests
            # the default value is False anyway
            if ticket_id is None and getattr(django_settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False):
                # first message in thread, we save full body to avoid
                # losing forwards and things like that
                part_full_body = get_body_from_fragments(part_body)
                part_body = EmailReplyParser.parse_reply(part_body)
            else:
                # second and other reply, save only first part of the
                # message
                part_body = EmailReplyParser.parse_reply(part_body)
                part_full_body = part_body
            # workaround to get unicode text out rather than escaped text
            part_body = get_encoded_body(part_body)
            logger.debug("Discovered plain text MIME part")
        else:
            email_body = get_email_body_from_part_payload(part)

            if not part_body and not part_full_body:
                # no text has been parsed so far - try such deep parsing
                # for some messages
                altered_body = email_body.replace(
                    "</p>", "</p>\n").replace("<br", "\n<br")
                mail = BeautifulSoup(str(altered_body), "html.parser")
                part_full_body = mail.get_text()

            if "<body" not in email_body:
                email_body = f"<body>{email_body}</body>"

            payload = (
                '<html>'
                '<head>'
                '<meta charset="utf-8" />'
                '</head>'
                '%s'
                '</html>'
            ) % email_body
            files.append(
                SimpleUploadedFile(
                    _("email_html_body.html"), payload.encode("utf-8"), 'text/html')
            )
            logger.debug("Discovered HTML MIME part")
    else:
        if not name:
            ext = mimetypes.guess_extension(part.get_content_type())
            name = f"part-{counter}{ext}"
        else:
            name = f"part-{counter}_{name}"
        payload = part.as_string() if part.is_multipart() else part.get_payload(decode=True)
        files.append(SimpleUploadedFile(name, payload, mimetypes.guess_type(name)[0]))
        logger.debug("Found MIME attachment %s", name)
    return part_body, part_full_body


def object_from_message(message: str,
                        queue: Queue,
                        logger: logging.Logger
                        ) -> Ticket:
    # 'message' must be an RFC822 formatted message to correctly parse.
    message_obj = email.message_from_string(message)

    subject = message_obj.get('subject', _('Comment from e-mail'))
    subject = decode_mail_headers(
        decodeUnknown(message_obj.get_charset(), subject))
    for affix in STRIPPED_SUBJECT_STRINGS:
        subject = subject.replace(affix, "")
    subject = subject.strip()

    # TODO: Should really be assigning a properly formatted fake email.
    #       Check if anything relies on this being a "real name" formatted string if no sender is found on message_obj.
    #       Also not sure it should be accepting emails from unknown senders
    sender_email = _('Unknown Sender')
    sender_hdr = message_obj.get('from')
    if sender_hdr:
        # Parse the header which extracts the first email address in the list if more than one
        # The parseaddr method returns a tuple in the form <real name> <email address>
        # Only need the actual email address from the tuple not the "real name"
        # Since the spec requires that all email addresses are ASCII, they will not be encoded
        sender_email = email.utils.parseaddr(sender_hdr)[1]

    for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
        if ignore.test(sender_email):
            raise IgnoreTicketException() if ignore.keep_in_mailbox else DeleteIgnoredTicketException()

    ticket_id: typing.Optional[int] = get_ticket_id_from_subject_slug(
        queue.slug,
        subject,
        logger
    )

    body = None
    full_body = None
    counter = 0
    files = []

    for part in message_obj.walk():
        if part.get_content_maintype() == 'multipart':
            continue
        # See email.message_obj.Message.get_filename()
        part_body, part_full_body = extract_part_data(part, counter, ticket_id, files, logger)
        if part_body:
            body = part_body
            full_body = part_full_body
        counter += 1

    if not body:
        body, full_body = attempt_body_extract_from_html(message_obj)

    add_file_if_always_save_incoming_email_message(files, message_obj)

    smtp_priority = message_obj.get('priority', '')
    smtp_importance = message_obj.get('importance', '')
    high_priority_types = {'high', 'important', '1', 'urgent'}
    priority = 2 if high_priority_types & {
        smtp_priority, smtp_importance} else 3

    payload = {
        'body': body,
        'full_body': full_body or body,
        'subject': subject,
        'queue': queue,
        'sender_email': sender_email,
        'priority': priority,
        'files': files,
    }

    return create_object_from_email_message(message_obj, ticket_id, payload, files, logger=logger)