mirror of
https://github.com/django-helpdesk/django-helpdesk.git
synced 2024-12-15 03:10:55 +01:00
758 lines
27 KiB
Python
758 lines
27 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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# import base64
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from bs4 import BeautifulSoup
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from datetime import timedelta
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from django.conf import settings as django_settings
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from django.contrib.auth import get_user_model
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from django.core.exceptions import ValidationError
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from django.core.files.uploadedfile import SimpleUploadedFile
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from django.db.models import Q
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from django.utils import encoding, timezone
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from django.utils.translation import gettext as _
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import email
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from email.utils import getaddresses
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from email_reply_parser import EmailReplyParser
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from helpdesk import settings
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from helpdesk.exceptions import IgnoreTicketException, DeleteIgnoredTicketException
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from helpdesk.lib import process_attachments, safe_template_context
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from helpdesk.models import FollowUp, IgnoreEmail, Queue, Ticket
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import imaplib
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import logging
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import mimetypes
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import os
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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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import typing
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from email.message import Message
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from typing import Tuple, List
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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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# disable all handlers so messages go to nowhere
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logger.handlers = []
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logger.propagate = False
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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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# Log messages to specific file only if the queue has it configured
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if (q.logging_type in logging_types) and q.logging_dir: # if it's enabled and the dir is set
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log_file_handler = logging.FileHandler(
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join(q.logging_dir, q.slug + '_get_email.log'))
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logger.addHandler(log_file_handler)
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else:
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log_file_handler = None
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try:
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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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# we must close the file handler correctly if it's created
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try:
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if log_file_handler:
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log_file_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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if log_file_handler:
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logger.removeHandler(log_file_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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try:
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server.stls()
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except Exception:
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logger.warning(
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"POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
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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')
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for elm in raw_content])
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else:
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full_message = encoding.force_str(
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"\n".join(raw_content), 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 IgnoreTicketException:
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logger.warn(
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"Message %s was ignored and will be left on POP3 server" % msgNum)
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except DeleteIgnoredTicketException:
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logger.warn(
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"Message %s was ignored and deleted from POP3 server" % msgNum)
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server.dele(msgNum)
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else:
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if ticket:
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server.dele(msgNum)
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logger.info(
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"Successfully processed message %s, deleted from POP3 server" % msgNum)
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else:
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logger.warn(
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"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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try:
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server.starttls()
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except Exception:
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logger.warning(
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"IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
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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(
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"IMAP login failed. Check that the server is accessible and that "
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"the username and password are correct."
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)
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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(
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"IMAP login failed due to SSL error. This is often due to a timeout. "
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"Please check your connection and try again."
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)
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server.logout()
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sys.exit()
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try:
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data = server.search(None, 'NOT', 'DELETED')[1]
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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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data = server.fetch(num, '(RFC822)')[1]
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full_message = encoding.force_str(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 IgnoreTicketException:
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logger.warn("Message %s was ignored and will be left on IMAP server" % num)
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except DeleteIgnoredTicketException:
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server.store(num, '+FLAGS', '\\Deleted')
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logger.warn("Message %s was ignored and deleted from IMAP server" % num)
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except TypeError as te:
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# Log the error with stacktrace to help identify what went wrong
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logger.error(f"Unexpected error processing message: {te}", exc_info=True)
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else:
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if ticket:
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server.store(num, '+FLAGS', '\\Deleted')
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logger.info(
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"Successfully processed message %s, deleted from IMAP server" % num)
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else:
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logger.warn(
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"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(
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"IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
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q.email_box_imap_folder
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)
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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)
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for f in os.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_str(f.read(), 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 IgnoreTicketException:
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logger.warn("Message %d was ignored and will be left in local directory", i)
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except DeleteIgnoredTicketException:
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os.unlink(m)
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logger.warn("Message %d was ignored and deleted local directory", i)
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else:
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if ticket:
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logger.info(
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"Successfully processed message %d, ticket/comment created.", i)
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try:
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# delete message file if ticket was successful
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os.unlink(m)
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except OSError as e:
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logger.error(
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"Unable to delete message %d (%s).", i, str(e))
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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(
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"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([
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str(msg, encoding=charset, errors='replace') if charset else str(msg)
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for msg, charset
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in decoded
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])
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def is_autoreply(message):
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"""
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Accepting message as something with .get(header_name) method
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Returns True if it's likely to be auto-reply or False otherwise
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So we don't start mail loops
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"""
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any_if_this = [
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False if not message.get(
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"Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
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True if message.get("X-Auto-Response-Suppress") in ("DR",
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"AutoReply", "All") else False,
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message.get("List-Id"),
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message.get("List-Unsubscribe"),
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]
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return any(any_if_this)
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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 subscribe_to_ticket_updates, User
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new_ticket_ccs = []
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for __, 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) # @UndefinedVariable
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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(
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ticket=ticket, user=user, email=cced_email)
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new_ticket_ccs.append(ticket_cc)
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except ValidationError:
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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 message_id:
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message_id = message_id.strip()
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if in_reply_to:
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in_reply_to = in_reply_to.strip()
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if in_reply_to is not None:
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try:
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queryset = FollowUp.objects.filter(
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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" %
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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" %
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(ticket.queue.slug, ticket.id))
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new = True
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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' %
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{'sender_email': sender_email}),
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date=now,
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public=True,
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comment=payload.get('full_body', payload['body']) or "",
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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' %
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{'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(
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"Attachment '%s' (with size %s) successfully added to ticket from email.",
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att_file[0], att_file[1].size
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)
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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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autoreply = is_autoreply(message)
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if autoreply:
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logger.info(
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"Message seems to be auto-reply, not sending any emails back to the sender")
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else:
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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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# Add auto-reply headers because it's an auto-reply and we must
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extra_headers = {
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'In-Reply-To': message_id,
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"Auto-Submitted": "auto-replied",
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"X-Auto-Response-Suppress": "All",
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"Precedence": "auto_reply",
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}
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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=extra_headers,
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)
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else:
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context.update(comment=f.comment)
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ticket.send(
|
|
{'submitter': ('newticket_submitter', context),
|
|
'assigned_to': ('updated_owner', context)},
|
|
fail_silently=True,
|
|
extra_headers=extra_headers,
|
|
)
|
|
if queue.enable_notifications_on_email_events:
|
|
ticket.send(
|
|
{'ticket_cc': ('updated_cc', context)},
|
|
fail_silently=True,
|
|
extra_headers=extra_headers,
|
|
)
|
|
|
|
return ticket
|
|
|
|
|
|
def get_ticket_id_from_subject_slug(
|
|
queue_slug: str,
|
|
subject: str,
|
|
logger: logging.Logger
|
|
) -> typing.Optional[int]:
|
|
"""Get a ticket id from the subject string
|
|
|
|
Performs a match on the subject using the queue_slug as reference,
|
|
returning the ticket id if a match is found.
|
|
"""
|
|
matchobj = re.match(r".*\[" + queue_slug + r"-(?P<id>\d+)\]", subject)
|
|
ticket_id = None
|
|
if matchobj:
|
|
# This is a reply or forward.
|
|
ticket_id = matchobj.group('id')
|
|
logger.info("Matched tracking ID %s-%s" % (queue_slug, ticket_id))
|
|
else:
|
|
logger.info("No tracking ID matched.")
|
|
return ticket_id
|
|
|
|
|
|
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):
|
|
# save message as attachment in case of some complex markup renders
|
|
# wrong
|
|
files_.append(
|
|
SimpleUploadedFile(
|
|
_("original_message.eml").replace(
|
|
".eml",
|
|
timezone.localtime().strftime("_%d-%m-%Y_%H:%M") + ".eml"
|
|
),
|
|
str(message).encode("utf-8"),
|
|
'text/plain'
|
|
)
|
|
)
|
|
|
|
|
|
def get_encoded_body(body: str) -> str:
|
|
try:
|
|
return body.encode('ascii').decode('unicode_escape')
|
|
except UnicodeEncodeError:
|
|
return body
|
|
|
|
|
|
def get_body_from_fragments(body) -> str:
|
|
"""Gets a body from the fragments, joined by a double line break"""
|
|
return "\n\n".join(f.content for f in EmailReplyParser.read(body).fragments)
|
|
|
|
|
|
def get_email_body_from_part_payload(part) -> str:
|
|
"""Gets an decoded body from the payload part, if the decode fails,
|
|
returns without encoding"""
|
|
try:
|
|
return encoding.smart_str(
|
|
part.get_payload(decode=True)
|
|
)
|
|
except UnicodeDecodeError:
|
|
return encoding.smart_str(
|
|
part.get_payload(decode=False)
|
|
)
|
|
|
|
def attempt_body_extract_from_html(message: str) -> str:
|
|
mail = BeautifulSoup(str(message), "html.parser")
|
|
beautiful_body = mail.find('body')
|
|
body = None
|
|
full_body = None
|
|
if beautiful_body:
|
|
try:
|
|
body = beautiful_body.text
|
|
full_body = body
|
|
except AttributeError:
|
|
pass
|
|
if not body:
|
|
body = ""
|
|
return body, full_body
|
|
|
|
def extract_part_data(
|
|
part: Message,
|
|
counter: int,
|
|
ticket_id: int,
|
|
files: List,
|
|
logger: logging.Logger
|
|
) -> Tuple[str, str]:
|
|
name = part.get_filename()
|
|
if name:
|
|
name = email.utils.collapse_rfc2231_value(name)
|
|
part_body = None
|
|
part_full_body=None
|
|
if part.get_content_maintype() == 'text' and name is None:
|
|
if part.get_content_subtype() == 'plain':
|
|
part_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':
|
|
part_body = part_body.decode('unicode_escape')
|
|
part_body = decodeUnknown(part.get_content_charset(), part_body)
|
|
# have to use django_settings here so overwritting it works in tests
|
|
# the default value is False anyway
|
|
if ticket_id is None and getattr(django_settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False):
|
|
# first message in thread, we save full body to avoid
|
|
# losing forwards and things like that
|
|
part_full_body = get_body_from_fragments(part_body)
|
|
part_body = EmailReplyParser.parse_reply(part_body)
|
|
else:
|
|
# second and other reply, save only first part of the
|
|
# message
|
|
part_body = EmailReplyParser.parse_reply(part_body)
|
|
part_full_body = part_body
|
|
# workaround to get unicode text out rather than escaped text
|
|
part_body = get_encoded_body(part_body)
|
|
logger.debug("Discovered plain text MIME part")
|
|
else:
|
|
email_body = get_email_body_from_part_payload(part)
|
|
|
|
if not part_body and not part_full_body:
|
|
# no text has been parsed so far - try such deep parsing
|
|
# for some messages
|
|
altered_body = email_body.replace(
|
|
"</p>", "</p>\n").replace("<br", "\n<br")
|
|
mail = BeautifulSoup(str(altered_body), "html.parser")
|
|
part_full_body = mail.get_text()
|
|
|
|
if "<body" not in email_body:
|
|
email_body = f"<body>{email_body}</body>"
|
|
|
|
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)
|
|
else:
|
|
name = ("part-%i_" % counter) + name
|
|
|
|
files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
|
|
logger.debug("Found MIME attachment %s" % name)
|
|
return part_body, part_full_body
|
|
|
|
def object_from_message(message: str,
|
|
queue: Queue,
|
|
logger: logging.Logger
|
|
) -> Ticket:
|
|
# 'message' must be an RFC822 formatted message to correctly parse.
|
|
message_obj = email.message_from_string(message)
|
|
|
|
subject = message_obj.get('subject', _('Comment from e-mail'))
|
|
subject = decode_mail_headers(
|
|
decodeUnknown(message_obj.get_charset(), subject))
|
|
for affix in STRIPPED_SUBJECT_STRINGS:
|
|
subject = subject.replace(affix, "")
|
|
subject = subject.strip()
|
|
|
|
# TODO: Should really be assigning a properly formatted fake email.
|
|
# Check if anything relies on this being a "real name" formatted string if no sender is found on message_obj.
|
|
# Also not sure it should be accepting emails from unknown senders
|
|
sender_email = _('Unknown Sender')
|
|
sender_hdr = message_obj.get('from')
|
|
if sender_hdr:
|
|
# Parse the header which extracts the first email address in the list if more than one
|
|
# The parseaddr method returns a tuple in the form <real name> <email address>
|
|
# Only need the actual email address from the tuple not the "real name"
|
|
# Since the spec requires that all email addresses are ASCII, they will not be encoded
|
|
sender_email = email.utils.parseaddr(sender_hdr)[1]
|
|
|
|
for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
|
|
if ignore.test(sender_email):
|
|
raise IgnoreTicketException() if ignore.keep_in_mailbox else DeleteIgnoredTicketException()
|
|
|
|
ticket_id: typing.Optional[int] = get_ticket_id_from_subject_slug(
|
|
queue.slug,
|
|
subject,
|
|
logger
|
|
)
|
|
|
|
body = None
|
|
full_body = None
|
|
counter = 0
|
|
files = []
|
|
|
|
for part in message_obj.walk():
|
|
if part.get_content_maintype() == 'multipart':
|
|
continue
|
|
# See email.message_obj.Message.get_filename()
|
|
part_body, part_full_body = extract_part_data(part, counter, ticket_id, files, logger)
|
|
if part_body:
|
|
body = part_body
|
|
full_body = part_full_body
|
|
counter += 1
|
|
|
|
if not body:
|
|
body, full_body = attempt_body_extract_from_html(message_obj)
|
|
|
|
add_file_if_always_save_incoming_email_message(files, message_obj)
|
|
|
|
smtp_priority = message_obj.get('priority', '')
|
|
smtp_importance = message_obj.get('importance', '')
|
|
high_priority_types = {'high', 'important', '1', 'urgent'}
|
|
priority = 2 if high_priority_types & {
|
|
smtp_priority, smtp_importance} else 3
|
|
|
|
payload = {
|
|
'body': body,
|
|
'full_body': full_body or body,
|
|
'subject': subject,
|
|
'queue': queue,
|
|
'sender_email': sender_email,
|
|
'priority': priority,
|
|
'files': files,
|
|
}
|
|
|
|
return create_object_from_email_message(message_obj, ticket_id, payload, files, logger=logger)
|