django-helpdesk/management/commands/get_email.py

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#!/usr/bin/python
"""
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
scripts/get_email.py - Designed to be run from cron, this script checks the
POP and IMAP boxes defined for the queues within a
helpdesk, creating tickets from the new messages (or
adding to existing tickets if needed)
"""
import email
import imaplib
import mimetypes
import poplib
import re
from datetime import datetime, timedelta
from email.header import decode_header
from email.Utils import parseaddr
from django.core.files.base import ContentFile
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils.translation import ugettext as _
from helpdesk.lib import send_templated_mail
from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
class Command(BaseCommand):
def handle(self, *args, **options):
process_email()
def process_email():
for q in Queue.objects.filter(
email_box_type__isnull=False,
allow_email_submission=True):
if not q.email_box_last_check:
q.email_box_last_check = datetime.now()-timedelta(minutes=30)
if not q.email_box_interval:
q.email_box_interval = 0
queue_time_delta = timedelta(minutes=q.email_box_interval)
if (q.email_box_last_check + queue_time_delta) > datetime.now():
continue
process_queue(q)
q.email_box_last_check = datetime.now()
q.save()
def process_queue(q):
print "Processing: %s" % q
if q.email_box_type == 'pop3':
if q.email_box_ssl:
if not q.email_box_port: q.email_box_port = 995
server = poplib.POP3_SSL(q.email_box_host, int(q.email_box_port))
else:
if not q.email_box_port: q.email_box_port = 110
server = poplib.POP3(q.email_box_host, int(q.email_box_port))
server.getwelcome()
server.user(q.email_box_user)
server.pass_(q.email_box_pass)
messagesInfo = server.list()[1]
for msg in messagesInfo:
msgNum = msg.split(" ")[0]
msgSize = msg.split(" ")[1]
full_message = "\n".join(server.retr(msgNum)[1])
ticket = ticket_from_message(message=full_message, queue=q)
if ticket:
server.dele(msgNum)
server.quit()
elif q.email_box_type == 'imap':
if q.email_box_ssl:
if not q.email_box_port: q.email_box_port = 993
server = imaplib.IMAP4_SSL(q.email_box_host, int(q.email_box_port))
else:
if not q.email_box_port: q.email_box_port = 143
server = imaplib.IMAP4(q.email_box_host, int(q.email_box_port))
server.login(q.email_box_user, q.email_box_pass)
server.select(q.email_box_imap_folder)
while True:
status, data = server.search(None, 'NOT', 'DELETED')
msgnums = data[0].split()
if not msgnums:
break
for num in msgnums:
status, data = server.fetch(num, '(RFC822)')
ticket = ticket_from_message(message=data[0][1], queue=q)
if ticket:
server.store(num, '+FLAGS', '\\Deleted')
server.expunge()
server.close()
server.logout()
def decodeUnknown(charset, string):
if not charset:
try:
string = string.decode('utf-8')
except:
string = string.decode('iso8859-1')
string = unicode(string)
return string
def decode_mail_headers(string):
decoded = decode_header(string)
return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
def ticket_from_message(message, queue):
# 'message' must be an RFC822 formatted message.
msg = message
message = email.message_from_string(msg)
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = parseaddr(sender)[1]
body_plain, body_html = '', ''
for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
if ignore.test(sender_email):
if ignore.keep_in_mailbox:
# By returning 'False' the message will be kept in the mailbox,
# and the 'True' will cause the message to be deleted.
return False
return True
regex = re.compile("^\[[A-Za-z0-9]+-\d+\]")
if regex.match(subject):
# This is a reply or forward.
ticket = re.match(r"^\[(?P<queue>[A-Za-z0-9]+)-(?P<id>\d+)\]", subject).group('id')
else:
ticket = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if part.get_content_maintype() == 'text' and name == None:
if part.get_content_subtype() == 'plain':
body_plain = decodeUnknown(part.get_charset(), part.get_payload(decode=True))
else:
body_html = decodeUnknown(part.get_charset(), part.get_payload(decode=True))
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
files.append({
'filename': name,
'content': part.get_payload(decode=True),
'type': part.get_content_type()},
)
counter += 1
if body_plain:
body = body_plain
else:
body = _('No plain-text email body available. Please see attachment email_html_body.html.')
if body_html:
files.append({
'filename': _("email_html_body.html"),
'content': body_html,
'type': 'text/html',
})
now = datetime.now()
if ticket:
try:
t = Ticket.objects.get(id=ticket)
new = False
except Ticket.DoesNotExist:
ticket = None
priority = 3
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = ('high', 'important', '1', 'urgent')
if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
priority = 2
if ticket == None:
t = Ticket(
title=subject,
queue=queue,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
update = ''
context = {
'ticket': t,
'queue': queue,
}
if new:
if sender_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
else:
update = _(' (Updated)')
if t.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
f = FollowUp(
ticket = t,
title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date = datetime.now(),
public = True,
comment = body,
)
f.save()
print (" [%s-%s] %s%s" % (t.queue.slug, t.id, t.title, update)).encode('ascii', 'replace')
for file in files:
if file['content']:
filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
a = Attachment(
followup=f,
filename=filename,
mime_type=file['type'],
size=len(file['content']),
)
a.file.save(filename, ContentFile(file['content']), save=False)
a.save()
print " - %s" % filename
return t
if __name__ == '__main__':
process_email()