django-helpdesk/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, or a local mailbox directory,
defined for the queues within a
helpdesk, creating tickets from the new messages (or
adding to existing tickets if needed)
"""
from datetime import timedelta
import email
import imaplib
import mimetypes
from os import listdir, unlink
from os.path import isfile, join
import poplib
import re
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import socket
from time import ctime
from email_reply_parser import EmailReplyParser
from django.core.files.base import ContentFile
from django.core.files.uploadedfile import SimpleUploadedFile
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils.translation import ugettext as _
from django.utils import encoding, six, timezone
from helpdesk import settings
from helpdesk.lib import send_templated_mail, safe_template_context, process_attachments
from helpdesk.models import Queue, Ticket, FollowUp, IgnoreEmail
import logging
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STRIPPED_SUBJECT_STRINGS = [
"Re: ",
"Fw: ",
"RE: ",
"FW: ",
"Automatic reply: ",
]
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class Command(BaseCommand):
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def __init__(self):
BaseCommand.__init__(self)
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help = 'Process django-helpdesk queues and process e-mails via POP3/IMAP or ' \
'from a local mailbox directory as required, feeding them into the helpdesk.'
def add_arguments(self, parser):
parser.add_argument(
'--quiet',
action='store_true',
dest='quiet',
default=False,
help='Hide details about each queue/message as they are processed',
)
def handle(self, *args, **options):
quiet = options.get('quiet', False)
process_email(quiet=quiet)
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)
if not q.logging_type or q.logging_type == 'none':
logging.disable(logging.CRITICAL) # disable all messages
elif q.logging_type == 'info':
logger.setLevel(logging.INFO)
elif q.logging_type == 'warn':
logger.setLevel(logging.WARN)
elif q.logging_type == 'error':
logger.setLevel(logging.ERROR)
elif q.logging_type == 'crit':
logger.setLevel(logging.CRITICAL)
elif q.logging_type == 'debug':
logger.setLevel(logging.DEBUG)
if quiet:
logger.propagate = False # do not propagate to root logger that would log to console
logdir = q.logging_dir or '/var/log/helpdesk/'
handler = logging.FileHandler(join(logdir, q.slug + '_get_email.log'))
logger.addHandler(handler)
if not q.email_box_last_check:
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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()
def process_queue(q, logger):
logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())
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if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
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try:
import socks
except ImportError:
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no_socks_msg = "Queue has been configured with proxy settings, " \
"but no socks library was installed. Try to " \
"install PySocks via PyPI."
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logger.error(no_socks_msg)
raise ImportError(no_socks_msg)
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proxy_type = {
'socks4': socks.SOCKS4,
'socks5': socks.SOCKS5,
}.get(q.socks_proxy_type)
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socks.set_default_proxy(proxy_type=proxy_type,
addr=q.socks_proxy_host,
port=q.socks_proxy_port)
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socket.socket = socks.socksocket
else:
if six.PY2:
socket.socket = socket._socketobject
elif six.PY3:
import _socket
socket.socket = _socket.socket
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email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
if email_box_type == 'pop3':
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if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
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if not q.email_box_port:
q.email_box_port = 995
server = poplib.POP3_SSL(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
else:
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if not q.email_box_port:
q.email_box_port = 110
server = poplib.POP3(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
logger.info("Attempting POP3 server login")
server.getwelcome()
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 msg in messagesInfo:
msgNum = msg.split(" ")[0]
logger.info("Processing message %s" % msgNum)
full_message = "\n".join(server.retr(msgNum)[1])
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
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()
elif email_box_type == 'imap':
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if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
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if not q.email_box_port:
q.email_box_port = 993
server = imaplib.IMAP4_SSL(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
else:
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if not q.email_box_port:
q.email_box_port = 143
server = imaplib.IMAP4(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
logger.info("Attempting IMAP server login")
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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)
status, data = server.search(None, 'NOT', 'DELETED')
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)
status, data = server.fetch(num, '(RFC822)')
ticket = ticket_from_message(message=encoding.smart_text(data[0][1]), queue=q, logger=logger)
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)
server.expunge()
server.close()
server.logout()
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 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)
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with open(m, 'r') as f:
ticket = ticket_from_message(message=f.read(), queue=q, logger=logger)
if ticket:
logger.info("Successfully processed message %d, ticket/comment created." % i)
try:
unlink(m) # delete message file if ticket was successful
except:
logger.error("Unable to delete message %d." % i)
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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 six.PY2:
if not charset:
try:
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return string.decode('utf-8', 'ignore')
except:
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return string.decode('iso8859-1', 'ignore')
return unicode(string, charset)
elif six.PY3:
if type(string) is not str:
if not charset:
try:
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return str(string, encoding='utf-8', errors='replace')
except:
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return str(string, encoding='iso8859-1', errors='replace')
return str(string, encoding=charset, errors='replace')
return string
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def decode_mail_headers(string):
decoded = email.header.decode_header(string)
if six.PY2:
return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
elif six.PY3:
return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
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def ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message)
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
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for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
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
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matchobj = re.match(r".*\[" + queue.slug + "-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
else:
logger.info("No tracking ID matched.")
ticket = None
body = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = email.utils.collapse_rfc2231_value(name)
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if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
)
logger.debug("Discovered plain text MIME part")
else:
files.append(
SimpleUploadedFile(_("email_html_body.html"), encoding.smart_bytes(part.get_payload()), 'text/html')
)
logger.debug("Discovered HTML MIME part")
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
files.append(SimpleUploadedFile(name, encoding.smart_bytes(part.get_payload()), part.get_content_type()))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
body = _('No plain-text email body available. Please see attachment "email_html_body.html".')
if ticket:
try:
t = Ticket.objects.get(id=ticket)
except Ticket.DoesNotExist:
logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
ticket = None
else:
logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
if t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
new = False
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = {'high', 'important', '1', 'urgent'}
priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
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if ticket is None:
new = True
t = Ticket.objects.create(
title=subject,
queue=queue,
submitter_email=sender_email,
created=timezone.now(),
description=body,
priority=priority,
)
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
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f = FollowUp(
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ticket=t,
title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date=timezone.now(),
public=True,
comment=body,
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)
if t.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})
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f.save()
logger.debug("Created new FollowUp for Ticket")
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if six.PY2:
logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
elif six.PY3:
logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
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attached = process_attachments(f, files)
for att_file in attached:
logger.info("Attachment '%s' successfully added to ticket from email." % att_file[0])
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context = safe_template_context(t)
if new:
if sender_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
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)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
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)
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,
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)
else:
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context.update(comment=f.comment)
if t.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
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)
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
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)
return t
if __name__ == '__main__':
process_email()