django-helpdesk/helpdesk/tests/test_ticket_submission.py

from django.contrib.auth import get_user_model
from django.core import mail
from django.test import TestCase
from django.test.client import Client
from django.urls import reverse
import email
from helpdesk.email import extract_email_metadata
from helpdesk.models import (
    CustomField,
    FollowUp,
    KBCategory,
    KBItem,
    Queue,
    Ticket,
    TicketCC,
)
import logging
from urllib.parse import urlparse
import uuid


logger = logging.getLogger("helpdesk")


class TicketBasicsTestCase(TestCase):
    fixtures = ["emailtemplate.json"]

    def setUp(self):
        self.queue_public = Queue.objects.create(
            title="Queue 1",
            slug="q1",
            allow_public_submission=True,
            new_ticket_cc="new.public@example.com",
            updated_ticket_cc="update.public@example.com",
        )
        self.queue_private = Queue.objects.create(
            title="Queue 2",
            slug="q2",
            allow_public_submission=False,
            new_ticket_cc="new.private@example.com",
            updated_ticket_cc="update.private@example.com",
        )

        self.ticket_data = {
            "title": "Test Ticket",
            "description": "Some Test Ticket",
        }

        self.user = get_user_model().objects.create(
            username="User_1",
        )

        self.client = Client()

    def test_create_ticket_instance_from_payload(self):
        """
        Ensure that a <Ticket> instance is created whenever an email is sent to a public queue.
        """

        email_count = len(mail.outbox)
        ticket_data = dict(queue=self.queue_public, **self.ticket_data)
        ticket = Ticket.objects.create(**ticket_data)
        self.assertEqual(ticket.ticket_for_url, "q1-%s" % ticket.id)
        self.assertEqual(email_count, len(mail.outbox))

    def test_create_ticket_public(self):
        email_count = len(mail.outbox)

        response = self.client.get(reverse("helpdesk:home"))
        self.assertEqual(response.status_code, 200)

        post_data = {
            "title": "Test ticket title",
            "queue": self.queue_public.id,
            "submitter_email": "ticket1.submitter@example.com",
            "body": "Test ticket body",
            "priority": 3,
        }

        response = self.client.post(reverse("helpdesk:home"), post_data, follow=True)
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]

        # Ensure we landed on the "View" page.
        # Django 1.9 compatible way of testing this
        # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
        urlparts = urlparse(last_redirect_url)
        self.assertEqual(urlparts.path, reverse("helpdesk:public_view"))

        # Ensure submitter, new-queue + update-queue were all emailed.
        self.assertEqual(email_count + 3, len(mail.outbox))

        ticket = Ticket.objects.last()
        self.assertEqual(ticket.followup_set.count(), 1)
        # Follow up is anonymous
        self.assertIsNone(ticket.followup_set.first().user)

    def test_create_ticket_public_with_hidden_fields(self):
        response = self.client.get(reverse("helpdesk:home"))
        self.assertEqual(response.status_code, 200)

        post_data = {
            "title": "Test ticket title",
            "queue": self.queue_public.id,
            "submitter_email": "ticket1.submitter@example.com",
            "body": "Test ticket body",
            "priority": 4,
        }

        response = self.client.post(
            reverse("helpdesk:home") + "?_hide_fields_=priority", post_data, follow=True
        )
        ticket = Ticket.objects.last()
        self.assertEqual(ticket.priority, 4)

    def test_create_ticket_authorized(self):
        email_count = len(mail.outbox)
        self.client.force_login(self.user)

        response = self.client.get(reverse("helpdesk:home"))
        self.assertEqual(response.status_code, 200)

        post_data = {
            "title": "Test ticket title",
            "queue": self.queue_public.id,
            "submitter_email": "ticket1.submitter@example.com",
            "body": "Test ticket body",
            "priority": 3,
        }

        response = self.client.post(reverse("helpdesk:home"), post_data, follow=True)
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]

        # Ensure we landed on the "View" page.
        # Django 1.9 compatible way of testing this
        # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
        urlparts = urlparse(last_redirect_url)
        self.assertEqual(urlparts.path, reverse("helpdesk:public_view"))

        # Ensure submitter, new-queue + update-queue were all emailed.
        self.assertEqual(email_count + 3, len(mail.outbox))

        ticket = Ticket.objects.last()
        self.assertEqual(ticket.followup_set.count(), 1)
        # Follow up is for registered user
        self.assertEqual(ticket.followup_set.first().user, self.user)

    def test_create_ticket_private(self):
        email_count = len(mail.outbox)
        post_data = {
            "title": "Private ticket test",
            "queue": self.queue_private.id,
            "submitter_email": "ticket2.submitter@example.com",
            "body": "Test ticket body",
            "priority": 3,
        }

        response = self.client.post(reverse("helpdesk:home"), post_data)
        self.assertEqual(response.status_code, 200)
        self.assertEqual(email_count, len(mail.outbox))
        self.assertContains(response, "Select a valid choice.")

    def test_create_ticket_customfields(self):
        email_count = len(mail.outbox)
        queue_custom = Queue.objects.create(
            title="Queue 3",
            slug="q3",
            allow_public_submission=True,
            updated_ticket_cc="update.custom@example.com",
        )
        custom_field_1 = CustomField.objects.create(
            name="textfield",
            label="Text Field",
            data_type="varchar",
            max_length=100,
            ordering=10,
            required=False,
            staff_only=False,
        )
        post_data = {
            "queue": queue_custom.id,
            "title": "Ticket with custom text field",
            "submitter_email": "ticket3.submitter@example.com",
            "body": "Test ticket body",
            "priority": 3,
            "custom_textfield": "This is my custom text.",
        }

        response = self.client.post(reverse("helpdesk:home"), post_data, follow=True)

        custom_field_1.delete()
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]

        # Ensure we landed on the "View" page.
        # Django 1.9 compatible way of testing this
        # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
        urlparts = urlparse(last_redirect_url)
        self.assertEqual(urlparts.path, reverse("helpdesk:public_view"))

        # Ensure only two e-mails were sent - submitter & updated.
        self.assertEqual(email_count + 2, len(mail.outbox))

    def test_create_ticket_public_no_loopback(self):
        """
        Don't send emails to the queue's own inbox. It'll create a loop.
        """
        email_count = len(mail.outbox)

        self.queue_public.email_address = "queue@example.com"
        self.queue_public.save()

        post_data = {
            "title": "Test ticket title",
            "queue": self.queue_public.id,
            "submitter_email": "queue@example.com",
            "body": "Test ticket body",
            "priority": 3,
        }

        response = self.client.post(reverse("helpdesk:home"), post_data, follow=True)
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]

        # Ensure we landed on the "View" page.
        # Django 1.9 compatible way of testing this
        # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
        urlparts = urlparse(last_redirect_url)
        self.assertEqual(urlparts.path, reverse("helpdesk:public_view"))

        # Ensure submitter, new-queue + update-queue were all emailed.
        self.assertEqual(email_count + 2, len(mail.outbox))


class EmailInteractionsTestCase(TestCase):
    fixtures = ["emailtemplate.json"]

    def setUp(self):
        self.queue_public = Queue.objects.create(
            title="Mail Queue 1",
            slug="mq1",
            email_address="queue-1@example.com",
            allow_public_submission=True,
            new_ticket_cc="new.public.with.notifications@example.com",
            updated_ticket_cc="update.public.with.notifications@example.com",
            enable_notifications_on_email_events=True,
        )

        self.queue_public_with_notifications_disabled = Queue.objects.create(
            title="Mail Queue 2",
            slug="mq2",
            email_address="queue-2@example.com",
            allow_public_submission=True,
            new_ticket_cc="new.public.without.notifications@example.com",
            updated_ticket_cc="update.public.without.notifications@example.com",
            enable_notifications_on_email_events=False,
        )

        self.ticket_data = {
            "title": "Test Ticket",
            "description": "Some Test Ticket",
        }

    def test_create_ticket_from_email_with_message_id(self):
        """
        Ensure that a <Ticket> instance is created whenever an email is sent to a public queue.
        Also, make sure that the RFC 2822 field "message-id" is stored on the <Ticket.submitter_email_id>
        field.
        """

        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)

        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify the sender (+1)
        # and the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

    def test_create_ticket_from_email_without_message_id(self):
        """
        Ensure that a <Ticket> instance is created whenever an email is sent to a public queue.
        Also, make sure that the RFC 2822 field "message-id" is stored on the <Ticket.submitter_email_id>
        field.
        """

        msg = email.message.Message()
        submitter_email = "foo@bar.py"

        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        ticket = Ticket.objects.get(
            title=self.ticket_data["title"],
            queue=self.queue_public,
            submitter_email=submitter_email,
        )

        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify the sender (+1)
        # and the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

    def test_create_ticket_from_email_with_carbon_copy(self):
        """
        Ensure that an instance of <TicketCC> is created for every valid element of the
        "rfc_2822_cc" field when creating a <Ticket> instance.
        """

        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2 + 2, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[0].to)

            # Ensure that <TicketCC> exists
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

    def test_create_ticket_from_email_to_multiple_emails(self):
        """
        Ensure that an instance of <TicketCC> is created for every valid element of the
        "rfc_2822_cc" field when creating a <Ticket> instance.
        """

        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        to_list = [self.queue_public.email_address]
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", ",".join(to_list + cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2 + 2, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        # Ensure that the queue's email was not subscribed to the event
        # notifications.
        self.assertRaises(
            TicketCC.DoesNotExist, TicketCC.objects.get, ticket=ticket, email=to_list[0]
        )

        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[0].to)

            # Ensure that <TicketCC> exists
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

    def test_create_ticket_from_email_with_invalid_carbon_copy(self):
        """
        Ensure that no <TicketCC> instance is created if an invalid element of the
        "rfc_2822_cc" field is provided when creating a <Ticket> instance.
        """

        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["null@example", "invalid@foobar"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the submitter (+1)
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2 + 2, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[0].to)

            # Ensure that <TicketCC> exists. Even if it's an invalid email.
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

    def test_create_followup_from_email_with_valid_message_id_with_no_initial_cc_list(
        self,
    ):
        """
        Ensure that if a message is received with an valid In-Reply-To ID,
        the expected <TicketCC> instances are created even if the there were
        no <TicketCC>s so far.
        """
        # Ticket and TicketCCs creation #
        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)

        # As we have created an Ticket from an email, we notify the sender
        # and contacts on the cc_list (+1 as it's treated as a list),
        # the new and update queues (+2)

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        # As we have created an Ticket from an email, we notify the sender (+1)
        # and the new and update queues (+2)
        expected_email_count = 1 + 2
        self.assertEqual(expected_email_count, len(mail.outbox))
        # end of the Ticket and TicketCCs creation #

        # Reply message
        reply = email.message.Message()

        reply_message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        reply.__setitem__("Message-ID", reply_message_id)
        reply.__setitem__("In-Reply-To", message_id)
        reply.__setitem__("Subject", self.ticket_data["title"])
        reply.__setitem__("From", submitter_email)
        reply.__setitem__("To", self.queue_public.email_address)
        reply.__setitem__("Cc", ",".join(cc_list))
        reply.__setitem__("Content-Type", "text/plain;")
        reply.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(reply), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            # Even after 2 messages with the same cc_list, <get> MUST return only
            # one object
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

        # As an update was made, we increase the expected_email_count with:
        # submitter: +1
        # cc_list: +2
        # public_update_queue: +1
        expected_email_count += 1 + 2 + 1
        self.assertEqual(expected_email_count, len(mail.outbox))

        # As we have created a FollowUp from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)

        # Ensure that the submitter is notified
        # self.assertIn(submitter_email, mail.outbox[expected_email_count - 3].to)

        # Ensure that contacts on cc_list will be notified on the same email (index 0)
        # for cc_email in cc_list:
        # self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)

    def test_create_followup_from_email_with_valid_message_id_with_original_cc_list_included(
        self,
    ):
        """
        Ensure that if a message is received with an valid In-Reply-To ID,
        the expected <TicketCC> instances are created but if there's any
        overlap with the previous Cc list, no duplicates are created.
        """
        # Ticket and TicketCCs creation #
        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)
            self.assertTrue(ticket_cc.can_view, True)

        # As we have created a Ticket from an email, we notify the sender
        # and contacts on the cc_list (+1 as it's treated as a list),
        # the new and update queues (+2)
        # then each cc gets its own email? (+2)
        # TODO: check this is correct!

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        # As we have created an Ticket from an email, we notify the sender (+1)
        # and the new and update queues (+2)
        # then each cc gets its own email? (+2)
        expected_email_count = 1 + 2 + 2
        self.assertEqual(expected_email_count, len(mail.outbox))
        # end of the Ticket and TicketCCs creation #

        # Reply message
        reply = email.message.Message()

        reply_message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        reply.__setitem__("Message-ID", reply_message_id)
        reply.__setitem__("In-Reply-To", message_id)
        reply.__setitem__("Subject", self.ticket_data["title"])
        reply.__setitem__("From", submitter_email)
        reply.__setitem__("To", self.queue_public.email_address)
        reply.__setitem__("Cc", ",".join(cc_list))
        reply.__setitem__("Content-Type", "text/plain;")
        reply.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(reply), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As an update was made, we increase the expected_email_count with:
        # public_update_queue: +1
        # since the submitter and the two ccs each get an email
        expected_email_count += 1 + 3
        self.assertEqual(expected_email_count, len(mail.outbox))

        # As we have created a FollowUp from an email, we notify the sender
        # and contacts on the cc_list (+1 as it's treated as a list),
        # the new and update queues (+2)

        # Ensure that the submitter is notified
        # DISABLED, iterating a cc_list against a mailbox list can not work
        # self.assertIn(submitter_email, mail.outbox[expected_email_count - 1].to)
        #
        # # Ensure that contacts on cc_list will be notified on the same email (index 0)
        # for cc_email in cc_list:
        #     self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)
        #
        #     # Even after 2 messages with the same cc_list,
        #     # <get> MUST return only one object
        #     ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
        #     self.assertTrue(ticket_cc.ticket, ticket)
        #     self.assertTrue(ticket_cc.email, cc_email)

    def test_create_followup_from_email_with_invalid_message_id(self):
        """
        Ensure that if a message is received with an invalid In-Reply-To
        ID and we can infer the original Ticket ID by the message's subject,
        the expected <TicketCC> instances are created.
        """

        # Ticket and TicketCCs creation #
        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)
            self.assertTrue(ticket_cc.can_view, True)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        expected_email_count = 1 + 2 + 2
        self.assertEqual(expected_email_count, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[0].to)

            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

        # end of the Ticket and TicketCCs creation #

        # Reply message
        reply = email.message.Message()

        reply_message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        invalid_message_id = "INVALID"
        reply_subject = "Re: " + self.ticket_data["title"]

        reply.__setitem__("Message-ID", reply_message_id)
        reply.__setitem__("In-Reply-To", invalid_message_id)
        reply.__setitem__("Subject", reply_subject)
        reply.__setitem__("From", submitter_email)
        reply.__setitem__("To", self.queue_public.email_address)
        reply.__setitem__("Cc", ",".join(cc_list))
        reply.__setitem__("Content-Type", "text/plain;")
        reply.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(reply), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            # Even after 2 messages with the same cc_list, <get> MUST return only
            # one object
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2 + 2, len(mail.outbox))

    def test_create_ticket_from_email_to_a_notification_enabled_queue(self):
        """
        Ensure that when an email is sent to a Queue with
        notifications_enabled turned ON, and a <Ticket> is created, all
        contacts in the TicketCC list are notified.
        """

        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)
        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        self.assertEqual(email_count + 1 + 2 + 2, len(mail.outbox))

        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

        # Ensure that <TicketCC> exist
        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[0].to)

            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

    def test_create_ticket_from_email_to_a_notification_disabled_queue(self):
        """
        Ensure that when an email is sent to a Queue with notifications_enabled
        turned OFF, only the new_ticket_cc and updated_ticket_cc contacts (if
        they are set) are notified. No contact from the TicketCC list should
        be notified.
        """

        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__(
            "To", self.queue_public_with_notifications_disabled.email_address
        )
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(
            str(msg), self.queue_public_with_notifications_disabled, logger=logger
        )

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq2-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # the new and update queues (+2),
        # and that's it because we've disabled queue notifications
        self.assertEqual(email_count + 1 + 2, len(mail.outbox))

        # Ensure that <TicketCC> is created even if the Queue notifications are disabled
        # so when staff members interact with the <Ticket>, they get notified
        for cc_email in cc_list:
            # Ensure that contacts on the cc_list are not notified
            self.assertNotIn(cc_email, mail.outbox[0].to)

            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

    def test_create_followup_from_email_to_a_notification_enabled_queue(self):
        """
        Ensure that when an email is sent to a Queue with notifications_enabled
        turned ON, and a <FollowUp> is created, all contacts n the TicketCC
        list are notified.
        """
        # Ticket and TicketCCs creation #
        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # contacts on the cc_list (+2),
        # the new and update queues (+2)
        expected_email_count = email_count + 1 + 2 + 2
        self.assertEqual(expected_email_count, len(mail.outbox))

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[0].to)

            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)
        # end of the Ticket and TicketCCs creation #

        # Reply message
        reply = email.message.Message()

        reply_message_id = uuid.uuid4().hex
        submitter_email = "bravo@example.net"

        reply.__setitem__("Message-ID", reply_message_id)
        reply.__setitem__("In-Reply-To", message_id)
        reply.__setitem__("Subject", self.ticket_data["title"])
        reply.__setitem__("From", submitter_email)
        reply.__setitem__("To", self.queue_public.email_address)
        reply.__setitem__("Content-Type", "text/plain;")
        reply.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(reply), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # As an update was made, we increase the expected_email_count with:
        # submitter: +1
        # a new email to all TicketCC subscribers : +2
        # public_update_queue: +1
        expected_email_count += 1 + 2 + 1
        self.assertEqual(expected_email_count, len(mail.outbox))

        # Ensure that <TicketCC> exist
        for cc_email in cc_list:
            # Ensure that contacts on cc_list will be notified on the same email (index 0)
            # self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)

            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

    def test_create_followup_from_email_to_a_notification_disabled_queue(self):
        """
        Ensure that when an email is sent to a Queue with notifications_enabled
        turned OFF, and a <FollowUp> is created, TicketCC is NOT notified.
        """
        # Ticket and TicketCCs creation #
        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"
        cc_list = ["bravo@example.net", "charlie@foobar.com"]

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__(
            "To", self.queue_public_with_notifications_disabled.email_address
        )
        msg.__setitem__("Cc", ",".join(cc_list))
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        email_count = len(mail.outbox)

        extract_email_metadata(
            str(msg), self.queue_public_with_notifications_disabled, logger=logger
        )

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq2-%s" % ticket.id)

        # As we have created an Ticket from an email, we notify:
        # the sender (+1),
        # the new and update queues (+2)
        expected_email_count = email_count + 1 + 2
        self.assertEqual(expected_email_count, len(mail.outbox))

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            # Ensure that contacts on cc_list will not be notified
            self.assertNotIn(cc_email, mail.outbox[0].to)

            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)
        # end of the Ticket and TicketCCs creation #

        # Reply message
        reply = email.message.Message()

        reply_message_id = uuid.uuid4().hex
        submitter_email = "bravo@example.net"

        reply.__setitem__("Message-ID", reply_message_id)
        reply.__setitem__("In-Reply-To", message_id)
        reply.__setitem__("Subject", self.ticket_data["title"])
        reply.__setitem__("From", submitter_email)
        reply.__setitem__(
            "To", self.queue_public_with_notifications_disabled.email_address
        )
        reply.__setitem__("Content-Type", "text/plain;")
        reply.set_payload(self.ticket_data["description"])

        extract_email_metadata(
            str(reply), self.queue_public_with_notifications_disabled, logger=logger
        )

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq2-%s" % ticket.id)

        # As an update was made, we increase the expected_email_count with:
        # public_update_queue: +1
        expected_email_count += 1
        self.assertEqual(expected_email_count, len(mail.outbox))

    def test_create_followup_from_email_with_valid_message_id_with_expected_cc(self):
        """
        Ensure that if a message is received with an valid In-Reply-To ID,
        the expected <TicketCC> instances are created even if the there were
        no <TicketCC>s so far.
        """

        # Ticket and TicketCCs creation #
        msg = email.message.Message()

        message_id = uuid.uuid4().hex
        submitter_email = "foo@bar.py"

        msg.__setitem__("Message-ID", message_id)
        msg.__setitem__("Subject", self.ticket_data["title"])
        msg.__setitem__("From", submitter_email)
        msg.__setitem__("To", self.queue_public.email_address)
        msg.__setitem__("Content-Type", "text/plain;")
        msg.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(msg), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        # end of the Ticket and TicketCCs creation #

        # Reply message
        reply = email.message.Message()

        reply_message_id = uuid.uuid4().hex
        submitter_email = "bravo@example.net"
        cc_list = ["foo@bar.py", "charlie@foobar.com"]

        reply.__setitem__("Message-ID", reply_message_id)
        reply.__setitem__("In-Reply-To", message_id)
        reply.__setitem__("Subject", self.ticket_data["title"])
        reply.__setitem__("From", submitter_email)
        reply.__setitem__("To", self.queue_public.email_address)
        reply.__setitem__("Cc", ",".join(cc_list))
        reply.__setitem__("Content-Type", "text/plain;")
        reply.set_payload(self.ticket_data["description"])

        extract_email_metadata(str(reply), self.queue_public, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

        # Ensure that <TicketCC> is created
        for cc_email in cc_list:
            # Even after 2 messages with the same cc_list, <get> MUST return only
            # one object
            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
            self.assertTrue(ticket_cc.ticket, ticket)
            self.assertTrue(ticket_cc.email, cc_email)

        # As we have created an Ticket from an email, we notify the sender (+1)
        # and the new and update queues (+2)
        expected_email_count = 1 + 2

        # As an update was made, we increase the expected_email_count with:
        # submitter: +1
        # cc_list: +2
        # public_update_queue: +1
        expected_email_count += 1 + 2 + 1
        self.assertEqual(expected_email_count, len(mail.outbox))

    def test_ticket_field_autofill(self):
        cat = KBCategory.objects.create(
            title="Test Cat",
            slug="test_cat",
            description="This is a test category",
            queue=self.queue_public,
        )
        cat.save()
        attr_list = {
            "f1_field_title": "KBItem 1",
            "f1_attr": "kbitem",
            "f1_attr_value": "1",
            "f2_attr": "submitter_email",
            "f2_attr_value": "foo@bar.cz",
            "f3_attr": "title",
            "f3_attr_value": "lol",
        }
        self.kbitem1 = KBItem.objects.create(
            category=cat,
            title=attr_list["f1_field_title"],
            question="What?",
            answer="A KB Item",
        )
        self.kbitem1.save()
        cat_url = (
            reverse("helpdesk:submit")
            + "?"
            + attr_list["f1_attr"]
            + "="
            + attr_list["f1_attr_value"]
            + "&"
            + attr_list["f2_attr"]
            + "="
            + attr_list["f2_attr_value"]
            + "&"
            + attr_list["f3_attr"]
            + "="
            + attr_list["f3_attr_value"]
        )
        response = self.client.get(cat_url)
        # Get the rendered response to make it easier to debug if things go wrong
        if (
            hasattr(response, "render")
            and callable(response.render)
            and not response.is_rendered
        ):
            response.render()
        if response.streaming:
            content = b"".join(response.streaming_content)
        else:
            content = response.content

        msg_prefix = content.decode(response.charset)
        self.assertContains(
            response,
            '<option value="'
            + attr_list["f1_attr_value"]
            + '" selected>'
            + attr_list["f1_field_title"]
            + "</option>",
            msg_prefix=msg_prefix,
        )
        self.assertContains(
            response,
            '<input type="email" name="'
            + attr_list["f2_attr"]
            + '" value="'
            + attr_list["f2_attr_value"],
            msg_prefix=msg_prefix,
        )
        self.assertContains(
            response,
            '<input type="text" name="'
            + attr_list["f3_attr"]
            + '" value="'
            + attr_list["f3_attr_value"],
            msg_prefix=msg_prefix,
        )