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Merge brunotikami/master for user and email threading, for #385 and #375

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Garret Wassermann
2018-12-28 10:53:28 -05:00
parent 7dbede6c28 c5101a2873
commit 5f0d22a692
9 changed files with 1163 additions and 158 deletions
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287
helpdesk/email.py
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@ -1,16 +1,10 @@
#!/usr/bin/python
"""
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.
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 django.core.exceptions import ValidationError
from django.core.files.base import ContentFile
from django.core.files.uploadedfile import SimpleUploadedFile
from django.core.management.base import BaseCommand
@ -27,6 +21,8 @@ from datetime import timedelta
import base64
import binascii
import email
from email.header import decode_header
from email.utils import getaddresses, parseaddr, collapse_rfc2231_value
import imaplib
import mimetypes
from os import listdir, unlink
@ -37,6 +33,7 @@ import socket
import ssl
import sys
from time import ctime
from optparse import make_option
from bs4 import BeautifulSoup
@ -114,7 +111,7 @@ def pop3_sync(q, logger, server):
full_message = "\n".join([elm.decode('utf-8') for elm in raw_content])
else:
full_message = encoding.force_text("\n".join(raw_content), errors='replace')
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
ticket = object_from_message(message=full_message, queue=q, logger=logger)
if ticket:
server.dele(msgNum)
@ -153,7 +150,7 @@ def imap_sync(q, logger, server):
status, data = server.fetch(num, '(RFC822)')
full_message = encoding.force_text(data[0][1], errors='replace')
try:
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
ticket = object_from_message(message=full_message, queue=q, logger=logger)
except TypeError:
ticket = None # hotfix. Need to work out WHY.
if ticket:
@ -240,7 +237,7 @@ def process_queue(q, logger):
logger.info("Processing message %d" % i)
with open(m, 'r') as f:
full_message = encoding.force_text(f.read(), errors='replace')
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
ticket = object_from_message(message=full_message, queue=q, logger=logger)
if ticket:
logger.info("Successfully processed message %d, ticket/comment created." % i)
try:
@ -269,9 +266,157 @@ def decode_mail_headers(string):
return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
def ticket_from_message(message, queue, logger):
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 User, subscribe_to_ticket_updates
new_ticket_ccs = []
for cced_name, 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)
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 as err:
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 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)
new = False
except Ticket.DoesNotExist:
ticket = None
# 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
update = ''
# 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['body'],
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,))
attached = process_attachments(f, files)
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))
notifications_to_be_sent = [sender_email,]
if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):
ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
for email in ticket_cc_list :
notifications_to_be_sent.append(email)
# send mail to appropriate people now depending on what objects
# were created and who was CC'd
if new:
ticket.send(
{'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
else:
context.update(comment=f.comment)
ticket.send(
{'submitter': ('newticket_submitter', context),
'assigned_to': ('updated_owner', context),},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
if queue.enable_notifications_on_email_events:
ticket.send(
{'ticket_cc': ('updated_cc', context),},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
return ticket
def object_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message)
subject = message.get('subject', _('Comment from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
for affix in STRIPPED_SUBJECT_STRINGS:
@ -281,7 +426,9 @@ def ticket_from_message(message, queue, logger):
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
body_plain, body_html = '', ''
cc = message.get_all('cc', None)
if cc:
# first, fixup the encoding if necessary
@ -370,113 +517,19 @@ def ticket_from_message(message, queue, logger):
if not body:
body = mail.text
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
payload = {
'body': body,
'subject': subject,
'queue': queue,
'sender_email': sender_email,
'priority': priority,
'files': files,
}
return create_object_from_email_message(message, ticket, payload, files, logger=logger)
if ticket is None:
if settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
return 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))
if cc:
# get list of currently CC'd emails
current_cc = TicketCC.objects.filter(ticket=ticket)
current_cc_emails = [x.email for x in current_cc if x.email]
# get emails of any Users CC'd to email, if defined
# (some Users may not have an associated email, e.g, when using LDAP)
current_cc_users = [x.user.email for x in current_cc if x.user and x.user.email]
# ensure submitter, assigned user, queue email not added
other_emails = [queue.email_address]
if t.submitter_email:
other_emails.append(t.submitter_email)
if t.assigned_to:
other_emails.append(t.assigned_to.email)
current_cc = set(current_cc_emails + current_cc_users + other_emails)
# first, add any User not previously CC'd (as identified by User's email)
all_users = User.objects.all()
all_user_emails = set([x.email for x in all_users])
users_not_currently_ccd = all_user_emails.difference(set(current_cc))
users_to_cc = cc.intersection(users_not_currently_ccd)
for user in users_to_cc:
tcc = TicketCC.objects.create(
ticket=t,
user=User.objects.get(email=user),
can_view=True,
can_update=False
)
tcc.save()
# then add remaining emails alphabetically, makes testing easy
new_cc = cc.difference(current_cc).difference(all_user_emails)
new_cc = sorted(list(new_cc))
for ccemail in new_cc:
tcc = TicketCC.objects.create(
ticket=t,
email=ccemail.replace('\n', ' ').replace('\r', ' '),
can_view=True,
can_update=False
)
tcc.save()
f = FollowUp(
ticket=t,
title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date=timezone.now(),
public=True,
comment=body,
)
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})
f.save()
logger.debug("Created new FollowUp for Ticket")
logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
attached = process_attachments(f, files)
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(t)
if new:
t.send(
{'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)},
fail_silently=True,
)
else:
context.update(comment=f.comment)
t.send(
{'assigned_to': ('updated_owner', context),
'ticket_cc': ('updated_cc', context)},
fail_silently=True,
)
return t