django-helpdesk/helpdesk/email.py

"""
Django Helpdesk - A Django powered ticket tracker for small enterprise.

(c) Copyright 2008 Jutda. Copyright 2018 Timothy Hobbs. All Rights Reserved.
See LICENSE for details.
"""

# import base64


from bs4 import BeautifulSoup
from datetime import timedelta
from django.conf import settings as django_settings
from django.contrib.auth import get_user_model
from django.core.exceptions import ValidationError
from django.core.files.uploadedfile import SimpleUploadedFile
from django.db.models import Q
from django.utils import encoding, timezone
from django.utils.translation import gettext as _
import email
from email.message import Message
from email.utils import getaddresses
from email_reply_parser import EmailReplyParser
from helpdesk import settings
from helpdesk.exceptions import DeleteIgnoredTicketException, IgnoreTicketException
from helpdesk.lib import process_attachments, safe_template_context
from helpdesk.models import FollowUp, IgnoreEmail, Queue, Ticket
import imaplib
import logging
import mimetypes
import oauthlib.oauth2 as oauth2lib
import os
from os.path import isfile, join
import poplib
import re
import requests_oauthlib
import socket
import ssl
import sys
from time import ctime
import typing
from typing import List
from email.mime.text import MIMEText


# import User model, which may be a custom model
User = get_user_model()

STRIPPED_SUBJECT_STRINGS = [
    "Re: ",
    "Fw: ",
    "RE: ",
    "FW: ",
    "Automatic reply: ",
]

HTML_EMAIL_ATTACHMENT_FILENAME = _("email_html_body.html")


def process_email(quiet=False):
    for q in Queue.objects.filter(
            email_box_type__isnull=False,
            allow_email_submission=True):

        logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
        logging_types = {
            'info': logging.INFO,
            'warn': logging.WARN,
            'error': logging.ERROR,
            'crit': logging.CRITICAL,
            'debug': logging.DEBUG,
        }
        if q.logging_type in logging_types:
            logger.setLevel(logging_types[q.logging_type])
        elif not q.logging_type or q.logging_type == 'none':
            # disable all handlers so messages go to nowhere
            logger.handlers = []
            logger.propagate = False
        if quiet:
            logger.propagate = False  # do not propagate to root logger that would log to console

        # Log messages to specific file only if the queue has it configured
        if (q.logging_type in logging_types) and q.logging_dir:  # if it's enabled and the dir is set
            log_file_handler = logging.FileHandler(
                join(q.logging_dir, q.slug + '_get_email.log'))
            logger.addHandler(log_file_handler)
        else:
            log_file_handler = None

        try:
            if not q.email_box_last_check:
                q.email_box_last_check = timezone.now() - timedelta(minutes=30)

            queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
            if (q.email_box_last_check + queue_time_delta) < timezone.now():
                process_queue(q, logger=logger)
                q.email_box_last_check = timezone.now()
                q.save()
        finally:
            # we must close the file handler correctly if it's created
            try:
                if log_file_handler:
                    log_file_handler.close()
            except Exception as e:
                logging.exception(e)
            try:
                if log_file_handler:
                    logger.removeHandler(log_file_handler)
            except Exception as e:
                logging.exception(e)


def pop3_sync(q, logger, server):
    server.getwelcome()
    try:
        server.stls()
    except Exception:
        logger.warning(
            "POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
    server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
    server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)

    messagesInfo = server.list()[1]
    logger.info("Received %d messages from POP3 server" % len(messagesInfo))

    for msgRaw in messagesInfo:
        if type(msgRaw) is bytes:
            try:
                msg = msgRaw.decode("utf-8")
            except UnicodeError:
                # if couldn't decode easily, just leave it raw
                msg = msgRaw
        else:
            # already a str
            msg = msgRaw
        msgNum = msg.split(" ")[0]
        logger.info("Processing message %s" % msgNum)

        raw_content = server.retr(msgNum)[1]
        if type(raw_content[0]) is bytes:
            full_message = "\n".join([elm.decode('utf-8')
                                      for elm in raw_content])
        else:
            full_message = encoding.force_str(
                "\n".join(raw_content), errors='replace')
        try:
            ticket = extract_email_metadata(message=full_message, queue=q, logger=logger)
        except IgnoreTicketException:
            logger.warn(
                "Message %s was ignored and will be left on POP3 server" % msgNum)
        except DeleteIgnoredTicketException:
            logger.warn(
                "Message %s was ignored and deleted from POP3 server" % msgNum)
            server.dele(msgNum)
        else:
            if ticket:
                server.dele(msgNum)
                logger.info(
                    "Successfully processed message %s, deleted from POP3 server" % msgNum)
            else:
                logger.warn(
                    "Message %s was not successfully processed, and will be left on POP3 server" % msgNum)

    server.quit()


def imap_sync(q, logger, server):
    try:
        try:
            server.starttls()
        except Exception:
            logger.warning(
                "IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
        server.login(q.email_box_user or
                     settings.QUEUE_EMAIL_BOX_USER,
                     q.email_box_pass or
                     settings.QUEUE_EMAIL_BOX_PASSWORD)
        server.select(q.email_box_imap_folder)
    except imaplib.IMAP4.abort:
        logger.error(
            "IMAP login failed. Check that the server is accessible and that "
            "the username and password are correct."
        )
        server.logout()
        sys.exit()
    except ssl.SSLError:
        logger.error(
            "IMAP login failed due to SSL error. This is often due to a timeout. "
            "Please check your connection and try again."
        )
        server.logout()
        sys.exit()

    try:
        data = server.search(None, 'NOT', 'DELETED')[1]
        if data:
            msgnums = data[0].split()
            logger.info("Received %d messages from IMAP server" % len(msgnums))
            for num in msgnums:
                logger.info("Processing message %s" % num)
                data = server.fetch(num, '(RFC822)')[1]
                full_message = encoding.force_str(data[0][1], errors='replace')
                try:
                    ticket = extract_email_metadata(message=full_message, queue=q, logger=logger)
                except IgnoreTicketException:
                    logger.warn("Message %s was ignored and will be left on IMAP server" % num)
                except DeleteIgnoredTicketException:
                    server.store(num, '+FLAGS', '\\Deleted')
                    logger.warn("Message %s was ignored and deleted from IMAP server" % num)
                except TypeError as te:
                    # Log the error with stacktrace to help identify what went wrong
                    logger.error(f"Unexpected error processing message: {te}", exc_info=True)
                else:
                    if ticket:
                        server.store(num, '+FLAGS', '\\Deleted')
                        logger.info(
                            "Successfully processed message %s, deleted from IMAP server" % num)
                    else:
                        logger.warn(
                            "Message %s was not successfully processed, and will be left on IMAP server" % num)
    except imaplib.IMAP4.error:
        logger.error(
            "IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
            q.email_box_imap_folder
        )

    server.expunge()
    server.close()
    server.logout()


def imap_oauth_sync(q, logger, server):
    """
    IMAP eMail server with OAUTH authentication.
    Only tested against O365 implementation

    Uses HELPDESK OAUTH Dict in Settings.

    """

    try:
        logger.debug("Start Mailbox polling via IMAP OAUTH")

        client = oauth2lib.BackendApplicationClient(
            client_id=settings.HELPDESK_OAUTH["client_id"],
            scope=settings.HELPDESK_OAUTH["scope"],
        )

        oauth = requests_oauthlib.OAuth2Session(client=client)
        token = oauth.fetch_token(
            token_url=settings.HELPDESK_OAUTH["token_url"],
            client_id=settings.HELPDESK_OAUTH["client_id"],
            client_secret=settings.HELPDESK_OAUTH["secret"],
            include_client_id=True,
        )

        server.debug = settings.HELPDESK_IMAP_DEBUG_LEVEL

        # TODO: Perhaps store the authentication string template externally? Settings? Queue Table?
        server.authenticate(
            "XOAUTH2",
            lambda x: f"user={q.email_box_user}\x01auth=Bearer {token['access_token']}\x01\x01".encode(),
        )

        # Select the Inbound Mailbox folder
        server.select(q.email_box_imap_folder)

    except imaplib.IMAP4.abort as e1:
        logger.error(f"IMAP authentication failed in OAUTH: {e1}", exc_info=True)
        server.logout()
        sys.exit()

    except ssl.SSLError as e2:
        logger.error(
            f"IMAP login failed due to SSL error. (This is often due to a timeout): {e2}", exc_info=True
        )
        server.logout()
        sys.exit()

    try:
        data = server.search(None, 'NOT', 'DELETED')[1]
        if data:
            msgnums = data[0].split()
            logger.info(f"Found {len(msgnums)} message(s) on IMAP server")
            for num in msgnums:
                logger.info(f"Processing message {num}")
                data = server.fetch(num, '(RFC822)')[1]
                full_message = encoding.force_str(data[0][1], errors='replace')

                try:
                    ticket = extract_email_metadata(message=full_message, queue=q, logger=logger)

                except IgnoreTicketException as itex:
                    logger.warn(f"Message {num} was ignored. {itex}")

                except DeleteIgnoredTicketException:
                    server.store(num, '+FLAGS', '\\Deleted')
                    logger.warn("Message %s was ignored and deleted from IMAP server" % num)

                except TypeError as te:
                    # Log the error with stacktrace to help identify what went wrong
                    logger.error(f"Unexpected error processing message: {te}", exc_info=True)

                else:
                    if ticket:
                        server.store(num, '+FLAGS', '\\Deleted')
                        logger.info(
                            "Successfully processed message %s, deleted from IMAP server" % num)
                    else:
                        logger.warn(
                            "Message %s was not successfully processed, and will be left on IMAP server" % num)

    except imaplib.IMAP4.error:
        logger.error(
            "IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
            q.email_box_imap_folder
        )

    # Purged Flagged Messages & Logout
    server.expunge()
    server.close()
    server.logout()


def process_queue(q, logger):
    logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())

    if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
        try:
            import socks
        except ImportError:
            no_socks_msg = "Queue has been configured with proxy settings, " \
                           "but no socks library was installed. Try to " \
                           "install PySocks via PyPI."
            logger.error(no_socks_msg)
            raise ImportError(no_socks_msg)

        proxy_type = {
            'socks4': socks.SOCKS4,
            'socks5': socks.SOCKS5,
        }.get(q.socks_proxy_type)

        socks.set_default_proxy(proxy_type=proxy_type,
                                addr=q.socks_proxy_host,
                                port=q.socks_proxy_port)
        socket.socket = socks.socksocket

    email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type

    mail_defaults = {
        'pop3': {
            'ssl': {
                'port': 995,
                'init': poplib.POP3_SSL,
            },
            'insecure': {
                'port': 110,
                'init': poplib.POP3,
            },
            'sync': pop3_sync,
        },
        'imap': {
            'ssl': {
                'port': 993,
                'init': imaplib.IMAP4_SSL,
            },
            'insecure': {
                'port': 143,
                'init': imaplib.IMAP4,
            },
            'sync': imap_sync
        },
        'oauth': {
            'ssl': {
                'port': 993,
                'init': imaplib.IMAP4_SSL,
            },
            'insecure': {
                'port': 143,
                'init': imaplib.IMAP4,
            },
            'sync': imap_oauth_sync
        },
    }
    if email_box_type in mail_defaults:
        encryption = 'insecure'
        if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
            encryption = 'ssl'
        if not q.email_box_port:
            q.email_box_port = mail_defaults[email_box_type][encryption]['port']

        server = mail_defaults[email_box_type][encryption]['init'](
            q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST,
            int(q.email_box_port)
        )
        logger.info("Attempting %s server login" % email_box_type.upper())
        mail_defaults[email_box_type]['sync'](q, logger, server)

    elif email_box_type == 'local':
        mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
        mail = [join(mail_dir, f)
                for f in os.listdir(mail_dir) if isfile(join(mail_dir, f))]
        logger.info("Found %d messages in local mailbox directory" % len(mail))

        logger.info("Found %d messages in local mailbox directory" % len(mail))
        for i, m in enumerate(mail, 1):
            logger.info("Processing message %d" % i)
            with open(m, 'r') as f:
                full_message = encoding.force_str(f.read(), errors='replace')
                try:
                    ticket = extract_email_metadata(message=full_message, queue=q, logger=logger)
                except IgnoreTicketException:
                    logger.warn("Message %d was ignored and will be left in local directory", i)
                except DeleteIgnoredTicketException:
                    os.unlink(m)
                    logger.warn("Message %d was ignored and deleted local directory", i)
                else:
                    if ticket:
                        logger.info(
                            "Successfully processed message %d, ticket/comment created.", i)
                        try:
                            # delete message file if ticket was successful
                            os.unlink(m)
                        except OSError as e:
                            logger.error(
                                "Unable to delete message %d (%s).", i, str(e))
                        else:
                            logger.info("Successfully deleted message %d.", i)
                    else:
                        logger.warn(
                            "Message %d was not successfully processed, and will be left in local directory", i)


def decodeUnknown(charset, string):
    if type(string) is not str:
        if not charset:
            try:
                return str(string, encoding='utf-8', errors='replace')
            except UnicodeError as e:
                return str(string, encoding='iso8859-1', errors='replace')
        return str(string, encoding=charset, errors='replace')
    return string


def decode_mail_headers(string):
    decoded = email.header.decode_header(string)
    return u' '.join([
        str(msg, encoding=charset, errors='replace') if charset else str(msg)
        for msg, charset
        in decoded
    ])


def is_autoreply(message):
    """
    Accepting message as something with .get(header_name) method
    Returns True if it's likely to be auto-reply or False otherwise
    So we don't start mail loops
    """
    any_if_this = [
        False if not message.get(
            "Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
        True if message.get("X-Auto-Response-Suppress") in ("DR",
                                                            "AutoReply", "All") else False,
        message.get("List-Id"),
        message.get("List-Unsubscribe"),
    ]
    return any(any_if_this)


def create_ticket_cc(ticket, cc_list):
    if not cc_list:
        return []

    # Local import to deal with non-defined / circular reference problem
    from helpdesk.views.staff import subscribe_to_ticket_updates, User

    new_ticket_ccs = []
    for __, cced_email in cc_list:

        cced_email = cced_email.strip()
        if cced_email == ticket.queue.email_address:
            continue

        user = None

        try:
            user = User.objects.get(email=cced_email)  # @UndefinedVariable
        except User.DoesNotExist:
            pass

        try:
            ticket_cc = subscribe_to_ticket_updates(
                ticket=ticket, user=user, email=cced_email)
            new_ticket_ccs.append(ticket_cc)
        except ValidationError:
            pass

    return new_ticket_ccs


def create_object_from_email_message(message, ticket_id, payload, files, logger):
    ticket, previous_followup, new = None, None, False
    now = timezone.now()

    queue = payload['queue']
    sender_email = payload['sender_email']

    to_list = getaddresses(message.get_all('To', []))
    cc_list = getaddresses(message.get_all('Cc', []))

    message_id = message.get('Message-Id')
    in_reply_to = message.get('In-Reply-To')

    if message_id:
        message_id = message_id.strip()

    if in_reply_to:
        in_reply_to = in_reply_to.strip()

    if in_reply_to is not None:
        try:
            queryset = FollowUp.objects.filter(
                message_id=in_reply_to).order_by('-date')
            if queryset.count() > 0:
                previous_followup = queryset.first()
                ticket = previous_followup.ticket
        except FollowUp.DoesNotExist:
            pass  # play along. The header may be wrong

    if previous_followup is None and ticket_id is not None:
        try:
            ticket = Ticket.objects.get(id=ticket_id)
        except Ticket.DoesNotExist:
            ticket = None
        else:
            new = False
            # Check if the ticket has been merged to another ticket
            if ticket.merged_to:
                logger.info("Ticket has been merged to %s" %
                            ticket.merged_to.ticket)
                # Use the ticket in which it was merged to for next operations
                ticket = ticket.merged_to

    # New issue, create a new <Ticket> instance
    if ticket is None:
        if not settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
            ticket = Ticket.objects.create(
                title=payload['subject'],
                queue=queue,
                submitter_email=sender_email,
                created=now,
                description=payload['body'],
                priority=payload['priority'],
            )
            ticket.save()
            logger.debug("Created new ticket %s-%s" %
                         (ticket.queue.slug, ticket.id))

            new = True

    # Old issue being re-opened
    elif ticket.status == Ticket.CLOSED_STATUS:
        ticket.status = Ticket.REOPENED_STATUS
        ticket.save()

    f = FollowUp(
        ticket=ticket,
        title=_('E-Mail Received from %(sender_email)s' %
                {'sender_email': sender_email}),
        date=now,
        public=True,
        comment=payload.get('full_body', payload['body']) or "",
        message_id=message_id
    )

    if ticket.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' %
                    {'sender_email': sender_email})

    f.save()
    logger.debug("Created new FollowUp for Ticket")

    logger.info("[%s-%s] %s" % (ticket.queue.slug, ticket.id, ticket.title,))

    try:
        attached = process_attachments(f, files)
    except ValidationError as e:
        logger.error(str(e))
    else:
        for att_file in attached:
            logger.info(
                "Attachment '%s' (with size %s) successfully added to ticket from email.",
                att_file[0], att_file[1].size
            )

    context = safe_template_context(ticket)

    new_ticket_ccs = []
    new_ticket_ccs.append(create_ticket_cc(ticket, to_list + cc_list))

    autoreply = is_autoreply(message)
    if autoreply:
        logger.info(
            "Message seems to be auto-reply, not sending any emails back to the sender")
    else:
        send_info_email(message_id, f, ticket, context, queue, new)
    return ticket


def send_info_email(message_id: str, f: FollowUp, ticket: Ticket, context: dict, queue: dict, new: bool):
    # send mail to appropriate people now depending on what objects
    # were created and who was CC'd
    # Add auto-reply headers because it's an auto-reply and we must
    extra_headers = {
        'In-Reply-To': message_id,
        "Auto-Submitted": "auto-replied",
        "X-Auto-Response-Suppress": "All",
        "Precedence": "auto_reply",
    }
    if new:
        ticket.send(
            {'submitter': ('newticket_submitter', context),
             'new_ticket_cc': ('newticket_cc', context),
             'ticket_cc': ('newticket_cc', context)},
            fail_silently=True,
            extra_headers=extra_headers,
        )
    else:
        context.update(comment=f.comment)
        ticket.send(
            {'submitter': ('updated_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,
            )


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_mime_content(part: Message,) -> str:
    '''
    Extract the content from the MIME body part
    :param part: the MIME part to extract the content from
    '''
    content_bytes = part.get_payload(decode=True)
    charset = part.get_content_charset()
    # The default for MIME email is 7bit which requires special decoding to utf-8 so make sure we handle the decoding correctly
    if part['Content-Transfer-Encoding'] in [None, '8bit', '7bit'] and (charset == 'utf-8' or charset is None):
        charset = "unicode_escape"
    content = decodeUnknown(charset, content_bytes)
    return content


def extract_email_message(mime_content: str, is_plain_content_type: bool, is_extract_full_email_msg: bool) -> str:
    email_content = None
    if is_extract_full_email_msg:
        # Take the full content including encapsulated "forwarded" and "reply" sections
        email_content = get_body_from_fragments(mime_content) if is_plain_content_type else mime_content
    else:
        # Just get the primary part of the email and drop off any text below the actually response text
        email_content = EmailReplyParser.parse_reply(mime_content) if is_plain_content_type else mime_content
    return email_content


def process_as_attachment(
        part: Message,
        counter: int,
        files: List,
        logger: logging.Logger
):
    name = part.get_filename()
    if name:
        name = f"part-{counter}_{email.utils.collapse_rfc2231_value(name)}"
    else:
        ext = mimetypes.guess_extension(part.get_content_type())
        name = f"part-{counter}{ext}"
    # Extract payload accounting for attached multiparts
    payload = part.as_string() if part.is_multipart() else part.get_payload(decode=True)
    files.append(SimpleUploadedFile(name, payload, mimetypes.guess_type(name)[0]))
    if logger.isEnabledFor(logging.DEBUG):
        logger.debug("Processed MIME as attachment: %s", name)
    return


def extract_email_subject(email_msg: Message,) -> str:
    subject = email_msg.get('subject', _('Comment from e-mail'))
    subject = decode_mail_headers(
        decodeUnknown(email_msg.get_charset(), subject))
    for affix in STRIPPED_SUBJECT_STRINGS:
        subject = subject.replace(affix, "")
    return subject.strip()


def extract_email_metadata(message: str,
                        queue: Queue,
                        logger: logging.Logger
                        ) -> Ticket:
    '''
    Extracts the text/plain  mime part if there is one as the ticket description and
    stores the text/html part as an attachment if it is present.
    If no text/plain  part is present then it will try to use the text/html part if
    it is present as the ticket description by removing the HTML formatting.
    If neither a text/plain or text/html is present then it will use the first text/*
    MIME part that it finds as the ticket description.
    By default it will always take only the actual message and drop any chained messages
    from replies.
    The HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL settings can force the entire message to be
    stored in the ticket if it is a new ticket by setting it to True.
    In this scenario, if it is a reply that is a forwarded message with no actual message,
    then the description will be sourced from the text/html part and the forwarded message
    will be in the FollowUp record aassociated with the ticket.
    It will iterate over every MIME part and store all MIME parts as attachments apart
    from the text/plain part.
    There may be a case for trying to exclude repeated signature images by checking if an
    attachment of the same name already exists as an attachement on the ticket but that is
    not implemented.
    :param message: the raw email message received
    :param queue: the queue that hte 
    :param logger: the logger to be used
    '''
    # 'message' must be an RFC822 formatted message to correctly parse.
    message_obj: Message = email.message_from_string(message)

    subject = extract_email_subject(message_obj)

    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
    )
    plain_body: str = None
    formatted_body: str = None
    counter = 0
    files = []
    first_mime_non_multipart_content: MIMEText = None

    # Cycle through all MIME parts in the email extracting the plain and formatted messages
    # Algorithm uses the first text parts found as the actual email content and subsequent text parts
    # are made into attachments so they do not get lost
    for part in message_obj.walk():
        part_main_type = part.get_content_maintype()
        if part_main_type == 'multipart':
            continue
        if part.get_content_disposition() in ['inline', 'attachment']:
            process_as_attachment(part, counter, files, logger)
        else:
            # Get the content then assign to plain for formatted email message otherwise store the content as an attachment
            mime_content = extract_mime_content(part)
            if first_mime_non_multipart_content is None:
                first_mime_non_multipart_content = mime_content
            if part_main_type == 'text':
                # Could be the body of the email
                part_sub_type = part.get_content_subtype()
                if plain_body is None and part_sub_type == "plain":
                    plain_body = mime_content
                elif formatted_body is None and part_sub_type == "html":
                    formatted_body = mime_content
                    if "<body" not in formatted_body:
                        email_body = f"<body>{formatted_body}</body>"
                    else:
                        email_body = formatted_body
        
                    payload = (
                        '<html>'
                        '<head>'
                        '<meta charset="utf-8" />'
                        '</head>'
                        '%s'
                        '</html>'
                    ) % email_body
                    files.append(
                        SimpleUploadedFile(
                            HTML_EMAIL_ATTACHMENT_FILENAME, payload.encode("utf-8"), 'text/html')
                    )
                else:
                    # Theoretically should not happen to properly structured emails but process anything else as an attachment
                    process_as_attachment(part, counter, files, logger)
                    logger.debug(f"Text MIME part added as attachment: {part.get_content_type()}")
            else:
                # process anything else as an attachment
                process_as_attachment(part, counter, files, logger)
        counter += 1

    # Check if we have at least the plain body
    if not plain_body:
        if formatted_body:
            # We have a formatted body but no plain text body
            plain_body, _x = attempt_body_extract_from_html(formatted_body)
        else:
            # Something wrong with email or a processing issue so try first part or save full email message
            if first_mime_non_multipart_content:
                plain_body = extract_email_message(first_mime_non_multipart_content, True, True)
            else:
                plain_body = message
    # first message in thread, we save full body to avoid losing forwards and things like that
    include_chained_msgs = True if ticket_id is None and getattr(django_settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False) else False
    message_body = extract_email_message(plain_body, True, include_chained_msgs)

    # Only need the full message if the message_body excludes the chained messages
    chained_email_message = None if include_chained_msgs else plain_body

    # Not sure this is valid but a unit test uses a DIFFERENT plain text to html text body
    # where plain text has blank message with forwarded message so.... hack away to support it
    if message_body is not None and len(message_body) == 0 and formatted_body and len(formatted_body) > 0:
        message_body, _x = attempt_body_extract_from_html(formatted_body)
        # Set the chained message to the orignal plain text full message so it is stored in a FollowUp comments field
        if len(plain_body) > 0:
            chained_email_message = plain_body

    add_file_if_always_save_incoming_email_message(files, message)

    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': message_body,
        'full_body': chained_email_message,
        '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)