mirror of
https://github.com/django-helpdesk/django-helpdesk.git
synced 2024-12-12 18:00:45 +01:00
576 lines
21 KiB
Python
576 lines
21 KiB
Python
"""
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Django Helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. Copyright 2018 Timothy Hobbs. All Rights Reserved.
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See LICENSE for details.
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"""
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from django.core.exceptions import ValidationError
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from django.core.files.base import ContentFile
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from django.core.files.uploadedfile import SimpleUploadedFile
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from django.core.management.base import BaseCommand
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from django.db.models import Q
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from django.utils.translation import ugettext as _
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from django.utils import encoding, timezone
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from django.contrib.auth import get_user_model
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from helpdesk import settings
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from helpdesk.lib import safe_template_context, process_attachments
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from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
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from datetime import timedelta
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import base64
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import binascii
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import email
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from email.header import decode_header
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from email.utils import getaddresses, parseaddr, collapse_rfc2231_value
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import imaplib
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import mimetypes
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from os import listdir, unlink
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from os.path import isfile, join
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import poplib
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import re
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import socket
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import ssl
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import sys
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from time import ctime
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from optparse import make_option
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from bs4 import BeautifulSoup
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from email_reply_parser import EmailReplyParser
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import logging
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# import User model, which may be a custom model
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User = get_user_model()
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STRIPPED_SUBJECT_STRINGS = [
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"Re: ",
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"Fw: ",
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"RE: ",
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"FW: ",
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"Automatic reply: ",
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]
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def process_email(quiet=False):
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for q in Queue.objects.filter(
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email_box_type__isnull=False,
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allow_email_submission=True):
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logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
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logging_types = {
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'info': logging.INFO,
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'warn': logging.WARN,
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'error': logging.ERROR,
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'crit': logging.CRITICAL,
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'debug': logging.DEBUG,
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}
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if q.logging_type in logging_types:
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logger.setLevel(logging_types[q.logging_type])
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elif not q.logging_type or q.logging_type == 'none':
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logging.disable(logging.CRITICAL) # disable all messages
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if quiet:
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logger.propagate = False # do not propagate to root logger that would log to console
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logdir = q.logging_dir or '/var/log/helpdesk/'
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try:
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handler = logging.FileHandler(join(logdir, q.slug + '_get_email.log'))
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logger.addHandler(handler)
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if not q.email_box_last_check:
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q.email_box_last_check = timezone.now() - timedelta(minutes=30)
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queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
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if (q.email_box_last_check + queue_time_delta) < timezone.now():
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process_queue(q, logger=logger)
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q.email_box_last_check = timezone.now()
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q.save()
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finally:
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try:
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handler.close()
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except Exception as e:
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logging.exception(e)
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try:
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logger.removeHandler(handler)
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except Exception as e:
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logging.exception(e)
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def pop3_sync(q, logger, server):
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server.getwelcome()
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server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
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server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
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messagesInfo = server.list()[1]
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logger.info("Received %d messages from POP3 server" % len(messagesInfo))
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for msgRaw in messagesInfo:
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if type(msgRaw) is bytes:
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try:
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msg = msgRaw.decode("utf-8")
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except UnicodeError:
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# if couldn't decode easily, just leave it raw
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msg = msgRaw
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else:
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# already a str
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msg = msgRaw
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msgNum = msg.split(" ")[0]
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logger.info("Processing message %s" % msgNum)
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raw_content = server.retr(msgNum)[1]
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if type(raw_content[0]) is bytes:
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full_message = "\n".join([elm.decode('utf-8') for elm in raw_content])
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else:
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full_message = encoding.force_text("\n".join(raw_content), errors='replace')
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ticket = object_from_message(message=full_message, queue=q, logger=logger)
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if ticket:
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server.dele(msgNum)
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logger.info("Successfully processed message %s, deleted from POP3 server" % msgNum)
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else:
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logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % msgNum)
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server.quit()
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def imap_sync(q, logger, server):
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try:
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server.login(q.email_box_user or
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settings.QUEUE_EMAIL_BOX_USER,
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q.email_box_pass or
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settings.QUEUE_EMAIL_BOX_PASSWORD)
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server.select(q.email_box_imap_folder)
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except imaplib.IMAP4.abort:
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logger.error("IMAP login failed. Check that the server is accessible and that the username and password are correct.")
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server.logout()
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sys.exit()
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except ssl.SSLError:
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logger.error("IMAP login failed due to SSL error. This is often due to a timeout. Please check your connection and try again.")
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server.logout()
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sys.exit()
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try:
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status, data = server.search(None, 'NOT', 'DELETED')
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if data:
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msgnums = data[0].split()
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logger.info("Received %d messages from IMAP server" % len(msgnums))
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for num in msgnums:
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logger.info("Processing message %s" % num)
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status, data = server.fetch(num, '(RFC822)')
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full_message = encoding.force_text(data[0][1], errors='replace')
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try:
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ticket = object_from_message(message=full_message, queue=q, logger=logger)
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except TypeError:
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ticket = None # hotfix. Need to work out WHY.
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if ticket:
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server.store(num, '+FLAGS', '\\Deleted')
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logger.info("Successfully processed message %s, deleted from IMAP server" % num)
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else:
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logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % num)
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except imaplib.IMAP4.error:
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logger.error("IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?" % q.email_box_imap_folder)
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server.expunge()
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server.close()
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server.logout()
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def process_queue(q, logger):
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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:
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import socks
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except ImportError:
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no_socks_msg = "Queue has been configured with proxy settings, " \
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"but no socks library was installed. Try to " \
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"install PySocks via PyPI."
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logger.error(no_socks_msg)
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raise ImportError(no_socks_msg)
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proxy_type = {
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'socks4': socks.SOCKS4,
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'socks5': socks.SOCKS5,
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}.get(q.socks_proxy_type)
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socks.set_default_proxy(proxy_type=proxy_type,
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addr=q.socks_proxy_host,
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port=q.socks_proxy_port)
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socket.socket = socks.socksocket
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email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
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mail_defaults = {
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'pop3': {
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'ssl': {
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'port': 995,
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'init': poplib.POP3_SSL,
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},
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'insecure': {
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'port': 110,
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'init': poplib.POP3,
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},
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'sync': pop3_sync,
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},
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'imap': {
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'ssl': {
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'port': 993,
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'init': imaplib.IMAP4_SSL,
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},
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'insecure': {
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'port': 143,
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'init': imaplib.IMAP4,
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},
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'sync': imap_sync
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}
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}
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if email_box_type in mail_defaults:
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encryption = 'insecure'
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if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
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encryption = 'ssl'
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if not q.email_box_port:
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q.email_box_port = mail_defaults[email_box_type][encryption]['port']
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server = mail_defaults[email_box_type][encryption]['init'](
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q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST,
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int(q.email_box_port)
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)
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logger.info("Attempting %s server login" % email_box_type.upper())
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mail_defaults[email_box_type]['sync'](q, logger, server)
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elif email_box_type == 'local':
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mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
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mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
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logger.info("Found %d messages in local mailbox directory" % len(mail))
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logger.info("Found %d messages in local mailbox directory" % len(mail))
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for i, m in enumerate(mail, 1):
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logger.info("Processing message %d" % i)
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with open(m, 'r') as f:
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full_message = encoding.force_text(f.read(), errors='replace')
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ticket = object_from_message(message=full_message, queue=q, logger=logger)
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if ticket:
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logger.info("Successfully processed message %d, ticket/comment created." % i)
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try:
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unlink(m) # delete message file if ticket was successful
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except OSError:
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logger.error("Unable to delete message %d." % i)
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else:
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logger.info("Successfully deleted message %d." % i)
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else:
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logger.warn("Message %d was not successfully processed, and will be left in local directory" % i)
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def decodeUnknown(charset, string):
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if type(string) is not str:
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if not charset:
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try:
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return str(string, encoding='utf-8', errors='replace')
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except UnicodeError:
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return str(string, encoding='iso8859-1', errors='replace')
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return str(string, encoding=charset, errors='replace')
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return string
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def decode_mail_headers(string):
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decoded = email.header.decode_header(string)
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return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
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def create_ticket_cc(ticket, cc_list):
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if not cc_list:
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return []
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# Local import to deal with non-defined / circular reference problem
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from helpdesk.views.staff import User, subscribe_to_ticket_updates
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new_ticket_ccs = []
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for cced_name, cced_email in cc_list:
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cced_email = cced_email.strip()
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if cced_email == ticket.queue.email_address:
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continue
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user = None
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try:
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user = User.objects.get(email=cced_email)
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except User.DoesNotExist:
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pass
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try:
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ticket_cc = subscribe_to_ticket_updates(ticket=ticket, user=user, email=cced_email)
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new_ticket_ccs.append(ticket_cc)
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except ValidationError as err:
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pass
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return new_ticket_ccs
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def create_object_from_email_message(message, ticket_id, payload, files, logger):
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ticket, previous_followup, new = None, None, False
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now = timezone.now()
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queue = payload['queue']
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sender_email = payload['sender_email']
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to_list = getaddresses(message.get_all('To', []))
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cc_list = getaddresses(message.get_all('Cc', []))
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message_id = message.get('Message-Id')
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in_reply_to = message.get('In-Reply-To')
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if in_reply_to is not None:
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try:
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queryset = FollowUp.objects.filter(message_id=in_reply_to).order_by('-date')
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if queryset.count() > 0:
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previous_followup = queryset.first()
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ticket = previous_followup.ticket
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except FollowUp.DoesNotExist:
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pass # play along. The header may be wrong
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if previous_followup is None and ticket_id is not None:
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try:
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ticket = Ticket.objects.get(id=ticket_id)
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except Ticket.DoesNotExist:
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ticket = None
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else:
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new = False
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# Check if the ticket has been merged to another ticket
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if ticket.merged_to:
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logger.info("Ticket has been merged to %s" % ticket.merged_to.ticket)
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# Use the ticket in which it was merged to for next operations
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ticket = ticket.merged_to
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# New issue, create a new <Ticket> instance
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if ticket is None:
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if not settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
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ticket = Ticket.objects.create(
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title=payload['subject'],
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queue=queue,
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submitter_email=sender_email,
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created=now,
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description=payload['body'],
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priority=payload['priority'],
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)
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ticket.save()
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logger.debug("Created new ticket %s-%s" % (ticket.queue.slug, ticket.id))
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new = True
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update = ''
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# Old issue being re-opened
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elif ticket.status == Ticket.CLOSED_STATUS:
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ticket.status = Ticket.REOPENED_STATUS
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ticket.save()
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f = FollowUp(
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ticket=ticket,
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title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
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date=now,
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public=True,
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comment=payload['body'],
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message_id=message_id
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)
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if ticket.status == Ticket.REOPENED_STATUS:
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f.new_status = Ticket.REOPENED_STATUS
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f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
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f.save()
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logger.debug("Created new FollowUp for Ticket")
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logger.info("[%s-%s] %s" % (ticket.queue.slug, ticket.id, ticket.title,))
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attached = process_attachments(f, files)
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for att_file in attached:
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logger.info("Attachment '%s' (with size %s) successfully added to ticket from email." % (att_file[0], att_file[1].size))
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context = safe_template_context(ticket)
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new_ticket_ccs = []
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new_ticket_ccs.append(create_ticket_cc(ticket, to_list + cc_list))
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notifications_to_be_sent = [sender_email]
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if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):
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ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
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for email in ticket_cc_list:
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notifications_to_be_sent.append(email)
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# send mail to appropriate people now depending on what objects
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# were created and who was CC'd
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if new:
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ticket.send(
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{'submitter': ('newticket_submitter', context),
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'new_ticket_cc': ('newticket_cc', context),
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'ticket_cc': ('newticket_cc', context)},
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fail_silently=True,
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extra_headers={'In-Reply-To': message_id},
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)
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else:
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context.update(comment=f.comment)
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ticket.send(
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{'submitter': ('newticket_submitter', context),
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'assigned_to': ('updated_owner', context)},
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fail_silently=True,
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extra_headers={'In-Reply-To': message_id},
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)
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if queue.enable_notifications_on_email_events:
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ticket.send(
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{'ticket_cc': ('updated_cc', context)},
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fail_silently=True,
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extra_headers={'In-Reply-To': message_id},
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)
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return ticket
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def object_from_message(message, queue, logger):
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# 'message' must be an RFC822 formatted message.
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message = email.message_from_string(message)
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subject = message.get('subject', _('Comment from e-mail'))
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subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
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for affix in STRIPPED_SUBJECT_STRINGS:
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subject = subject.replace(affix, "")
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subject = subject.strip()
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sender = message.get('from', _('Unknown Sender'))
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sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
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# to address bug #832, we wrap all the text in front of the email address in
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# double quotes by using replace() on the email string. Then,
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# take first item of list, second item of tuple is the actual email address.
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# Note that the replace won't work on just an email with no real name,
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# but the getaddresses() function seems to be able to handle just unclosed quotes
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# correctly. Not ideal, but this seems to work for now.
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sender_email = email.utils.getaddresses(['\"' + sender.replace('<', '\" <')])[0][1]
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body_plain, body_html = '', ''
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cc = message.get_all('cc', None)
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if cc:
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# first, fixup the encoding if necessary
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cc = [decode_mail_headers(decodeUnknown(message.get_charset(), x)) for x in cc]
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# get_all checks if multiple CC headers, but individual emails may be comma separated too
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tempcc = []
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for hdr in cc:
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tempcc.extend(hdr.split(','))
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# use a set to ensure no duplicates
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cc = set([x.strip() for x in tempcc])
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for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
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if ignore.test(sender_email):
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if ignore.keep_in_mailbox:
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# By returning 'False' the message will be kept in the mailbox,
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# and the 'True' will cause the message to be deleted.
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return False
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return True
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matchobj = re.match(r".*\[" + queue.slug + r"-(?P<id>\d+)\]", subject)
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if matchobj:
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# This is a reply or forward.
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ticket = matchobj.group('id')
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logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
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else:
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logger.info("No tracking ID matched.")
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ticket = None
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body = None
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counter = 0
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files = []
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for part in message.walk():
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if part.get_content_maintype() == 'multipart':
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continue
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name = part.get_param("name")
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if name:
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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 = 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':
|
|
body = body.decode('unicode_escape')
|
|
body = decodeUnknown(part.get_content_charset(), body)
|
|
body = EmailReplyParser.parse_reply(body)
|
|
# workaround to get unicode text out rather than escaped text
|
|
try:
|
|
body = body.encode('ascii').decode('unicode_escape')
|
|
except UnicodeEncodeError:
|
|
body.encode('utf-8')
|
|
logger.debug("Discovered plain text MIME part")
|
|
else:
|
|
try:
|
|
email_body = encoding.smart_text(part.get_payload(decode=True))
|
|
except UnicodeDecodeError:
|
|
email_body = encoding.smart_text(part.get_payload(decode=False))
|
|
|
|
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 = "part-%i%s" % (counter, ext)
|
|
payload = part.get_payload()
|
|
if isinstance(payload, list):
|
|
payload = payload.pop().as_string()
|
|
payloadToWrite = payload
|
|
# check version of python to ensure use of only the correct error type
|
|
non_b64_err = TypeError
|
|
try:
|
|
logger.debug("Try to base64 decode the attachment payload")
|
|
payloadToWrite = base64.decodebytes(payload)
|
|
except non_b64_err:
|
|
logger.debug("Payload was not base64 encoded, using raw bytes")
|
|
payloadToWrite = payload
|
|
files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
|
|
logger.debug("Found MIME attachment %s" % name)
|
|
|
|
counter += 1
|
|
|
|
if not body:
|
|
mail = BeautifulSoup(str(message), "html.parser")
|
|
beautiful_body = mail.find('body')
|
|
if beautiful_body:
|
|
try:
|
|
body = beautiful_body.text
|
|
except AttributeError:
|
|
pass
|
|
if not body:
|
|
body = ""
|
|
|
|
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)
|