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Merge pull request #1251 from django-helpdesk/fix_error_when_email_does_not_create_ticket

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Fix error when email does not create ticket
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Christopher Broderick 2025-04-01 09:56:45 +01:00 committed by GitHub
commit 1ee64a1911
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4 changed files with 59 additions and 30 deletions
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49
helpdesk/email.py
View File

@ -8,7 +8,7 @@ See LICENSE for details.
# import base64
from bs4 import BeautifulSoup
from datetime import timedelta
from django.conf import settings as django_settings
from django.conf import settings
from django.contrib.auth import get_user_model
from django.core.exceptions import ValidationError
from django.core.files.uploadedfile import SimpleUploadedFile
@ -20,7 +20,7 @@ from email import policy
from email.message import EmailMessage, MIMEPart
from email.utils import getaddresses
from email_reply_parser import EmailReplyParser
from helpdesk import settings
from helpdesk import settings as helpdesk_settings
from helpdesk.exceptions import DeleteIgnoredTicketException, IgnoreTicketException
from helpdesk.lib import process_attachments, safe_template_context
from helpdesk.models import FollowUp, IgnoreEmail, Queue, Ticket
@ -138,8 +138,8 @@ def pop3_sync(q, logger, server):
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)
server.user(q.email_box_user or helpdesk_settings.QUEUE_EMAIL_BOX_USER)
server.pass_(q.email_box_pass or helpdesk_settings.QUEUE_EMAIL_BOX_PASSWORD)
messagesInfo = server.list()[1]
logger.info("Received %d messages from POP3 server" % len(messagesInfo))
@ -198,8 +198,8 @@ def imap_sync(q, logger, server):
"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,
q.email_box_user or helpdesk_settings.QUEUE_EMAIL_BOX_USER,
q.email_box_pass or helpdesk_settings.QUEUE_EMAIL_BOX_PASSWORD,
)
server.select(q.email_box_imap_folder)
except imaplib.IMAP4.abort:
@ -280,19 +280,19 @@ def imap_oauth_sync(q, logger, server):
logger.debug("Start Mailbox polling via IMAP OAUTH")
client = oauth2lib.BackendApplicationClient(
client_id=settings.HELPDESK_OAUTH["client_id"],
scope=settings.HELPDESK_OAUTH["scope"],
client_id=helpdesk_settings.HELPDESK_OAUTH["client_id"],
scope=helpdesk_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"],
token_url=helpdesk_settings.HELPDESK_OAUTH["token_url"],
client_id=helpdesk_settings.HELPDESK_OAUTH["client_id"],
client_secret=helpdesk_settings.HELPDESK_OAUTH["secret"],
include_client_id=True,
)
server.debug = settings.HELPDESK_IMAP_DEBUG_LEVEL
server.debug = helpdesk_settings.HELPDESK_IMAP_DEBUG_LEVEL
# TODO: Perhaps store the authentication string template externally? Settings? Queue Table?
server.authenticate(
"XOAUTH2",
@ -397,7 +397,7 @@ def process_queue(q, logger):
)
socket.socket = socks.socksocket
email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
email_box_type = helpdesk_settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
mail_defaults = {
"pop3": {
@ -436,13 +436,13 @@ def process_queue(q, logger):
}
if email_box_type in mail_defaults:
encryption = "insecure"
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if q.email_box_ssl or helpdesk_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)
q.email_box_host or helpdesk_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)
@ -603,7 +603,7 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
ticket = ticket.merged_to
# New issue, create a new <Ticket> instance
if ticket is None:
if not settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
if not getattr(settings, "QUEUE_EMAIL_BOX_UPDATE_ONLY", False):
ticket = Ticket.objects.create(
title=payload["subject"],
queue=queue,
@ -614,8 +614,13 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
)
ticket.save()
logger.debug("Created new ticket %s-%s" % (ticket.queue.slug, ticket.id))
new = True
else:
# Possibly an email with no body but has an attachment
logger.debug(
"The QUEUE_EMAIL_BOX_UPDATE_ONLY setting is True so new ticket not created."
)
return None
# Old issue being re-opened
elif ticket.status == Ticket.CLOSED_STATUS:
ticket.status = Ticket.REOPENED_STATUS
@ -651,7 +656,7 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
)
)
if settings.HELPDESK_ENABLE_ATTACHMENTS:
if helpdesk_settings.HELPDESK_ENABLE_ATTACHMENTS:
try:
attached = process_attachments(f, files)
except ValidationError as e:
@ -747,7 +752,7 @@ def get_ticket_id_from_subject_slug(
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):
if getattr(settings, "HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE", False):
# save message as attachment in case of some complex markup renders
# wrong
files_.append(
@ -1066,7 +1071,7 @@ def extract_email_metadata(
include_chained_msgs = (
True
if ticket_id is None
and getattr(django_settings, "HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL", False)
and getattr(settings, "HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL", False)
else False
)
filtered_body, full_body = extract_email_message_content(
@ -1076,7 +1081,7 @@ def extract_email_metadata(
# no need to process attachments
if (
"multipart" == message_obj.get_content_maintype()
and settings.HELPDESK_ENABLE_ATTACHMENTS
and helpdesk_settings.HELPDESK_ENABLE_ATTACHMENTS
):
# Find and attach all other parts or part contents as attachments
counter, content_parts_excluded = extract_attachments(
@ -1092,7 +1097,7 @@ def extract_email_metadata(
logger.debug(
"Email parsed and %s attachments were found and attached.", counter
)
if settings.HELPDESK_ENABLE_ATTACHMENTS:
if helpdesk_settings.HELPDESK_ENABLE_ATTACHMENTS:
add_file_if_always_save_incoming_email_message(files, message)
smtp_priority = message_obj.get("priority", "")

7
helpdesk/settings.py
View File

@ -400,13 +400,6 @@ HELPDESK_KB_ENABLED = (
else getattr(settings, "HELPDESK_KB_ENABLED", True)
)
# Include all signatures and forwards in the first ticket message if set
# Useful if you get forwards dropped from them while they are useful part
# of request
HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL = getattr(
settings, "HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL", False
)
# If set then we always save incoming emails as .eml attachments
# which is quite noisy but very helpful for complicated markup, forwards and so on
# (which gets stripped/corrupted otherwise)

31
helpdesk/tests/test_get_email.py
View File

@ -47,6 +47,14 @@ fake_time = time.time()
class GetEmailCommonTests(TestCase):
@classmethod
def setUpClass(cls):
super().setUpClass()
@classmethod
def tearDownClass(cls):
super().tearDownClass()
def setUp(self):
self.queue_public = Queue.objects.create(title="Test", slug="test")
self.logger = logging.getLogger("helpdesk")
@ -484,6 +492,29 @@ class GetEmailCommonTests(TestCase):
% (email_att_filename),
)
@override_settings(QUEUE_EMAIL_BOX_UPDATE_ONLY=False)
def test_email_for_new_ticket_when_setting_allows_create(self):
"""
A new ticket is created by email if the QUEUE_EMAIL_BOX_UPDATE_ONLY setting is False
"""
message, _, _ = utils.generate_text_email(locale="en_GB")
ticket = helpdesk.email.extract_email_metadata(
message.as_string(), self.queue_public, self.logger
)
self.assertIsNotNone(ticket, "Ticket not created when it should be.")
@override_settings(QUEUE_EMAIL_BOX_UPDATE_ONLY=True)
def test_email_for_no_new_ticket_when_setting_only_allows_update(self):
"""
A new ticket cannot be created by email if the QUEUE_EMAIL_BOX_UPDATE_ONLY setting is True
"""
message, _, _ = utils.generate_text_email(locale="es_ES")
ticket = helpdesk.email.extract_email_metadata(
message.as_string(), self.queue_public, self.logger
)
self.assertIsNone(ticket, f"Ticket was created when it should not be: {ticket}"
)
class EmailTaskTests(TestCase):
def setUp(self):

2
setup.py
View File

@ -6,7 +6,7 @@ from setuptools import find_packages, setup
import sys
version = '1.3.1'
version = '1.4.0'
# Provided as an attribute, so you can append to these instead