django-helpdesk/helpdesk/management/commands/get_email.py

#!/usr/bin/python
"""
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.

(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.

scripts/get_email.py - Designed to be run from cron, this script checks the
                       POP and IMAP boxes defined for the queues within a
                       helpdesk, creating tickets from the new messages (or
                       adding to existing tickets if needed)
"""

import email
import imaplib
import mimetypes
import poplib
import re

from datetime import datetime, timedelta
from email.header import decode_header
from email.Utils import parseaddr, collapse_rfc2231_value
from optparse import make_option

from django.core.files.base import ContentFile
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils.translation import ugettext as _

from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail


class Command(BaseCommand):
    def __init__(self):
        BaseCommand.__init__(self)

        self.option_list += (
            make_option(
                '--quiet', '-q',
                default=False,
                action='store_true',
                help='Hide details about each queue/message as they are processed'),
            )

    help = 'Process Jutda Helpdesk queues and process e-mails via POP3/IMAP as required, feeding them into the helpdesk.'

    def handle(self, *args, **options):
        quiet = options.get('quiet', False)
        process_email(quiet=quiet)


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

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

        if not q.email_box_interval:
            q.email_box_interval = 0


        queue_time_delta = timedelta(minutes=q.email_box_interval)

        if (q.email_box_last_check + queue_time_delta) > datetime.now():
            continue

        process_queue(q, quiet=quiet)

        q.email_box_last_check = datetime.now()
        q.save()


def process_queue(q, quiet=False):
    if not quiet:
        print "Processing: %s" % q
    if q.email_box_type == 'pop3':

        if q.email_box_ssl:
            if not q.email_box_port: q.email_box_port = 995
            server = poplib.POP3_SSL(q.email_box_host, int(q.email_box_port))
        else:
            if not q.email_box_port: q.email_box_port = 110
            server = poplib.POP3(q.email_box_host, int(q.email_box_port))

        server.getwelcome()
        server.user(q.email_box_user)
        server.pass_(q.email_box_pass)

        messagesInfo = server.list()[1]

        for msg in messagesInfo:
            msgNum = msg.split(" ")[0]
            msgSize = msg.split(" ")[1]

            full_message = "\n".join(server.retr(msgNum)[1])
            ticket = ticket_from_message(message=full_message, queue=q, quiet=quiet)

            if ticket:
                server.dele(msgNum)

        server.quit()

    elif q.email_box_type == 'imap':
        if q.email_box_ssl:
            if not q.email_box_port: q.email_box_port = 993
            server = imaplib.IMAP4_SSL(q.email_box_host, int(q.email_box_port))
        else:
            if not q.email_box_port: q.email_box_port = 143
            server = imaplib.IMAP4(q.email_box_host, int(q.email_box_port))

        server.login(q.email_box_user, q.email_box_pass)
        server.select(q.email_box_imap_folder)

        status, data = server.search(None, 'NOT', 'DELETED')
        if data:
            msgnums = data[0].split()
            for num in msgnums:
                status, data = server.fetch(num, '(RFC822)')
                ticket = ticket_from_message(message=data[0][1], queue=q, quiet=quiet)
                if ticket:
                    server.store(num, '+FLAGS', '\\Deleted')
        
        server.expunge()
        server.close()
        server.logout()


def decodeUnknown(charset, string):
    if not charset:
        try:
            return string.decode('utf-8')
        except:
            return string.decode('iso8859-1')
    return unicode(string, charset)

def decode_mail_headers(string):
    decoded = decode_header(string)
    return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])

def ticket_from_message(message, queue, quiet):
    # 'message' must be an RFC822 formatted message.
    msg = message
    message = email.message_from_string(msg)
    subject = message.get('subject', _('Created from e-mail'))
    subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
    subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").strip()

    sender = message.get('from', _('Unknown Sender'))
    sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))

    sender_email = parseaddr(sender)[1]

    body_plain, body_html = '', ''

    for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
        if ignore.test(sender_email):
            if ignore.keep_in_mailbox:
                # By returning 'False' the message will be kept in the mailbox,
                # and the 'True' will cause the message to be deleted.
                return False
            return True

    matchobj = re.match(r"^\[(?P<queue>[-A-Za-z0-9]+)-(?P<id>\d+)\]", subject)
    if matchobj:
        # This is a reply or forward.
        ticket = matchobj.group('id')
    else:
        ticket = None

    counter = 0
    files = []

    for part in message.walk():
        if part.get_content_maintype() == 'multipart':
            continue

        name = part.get_param("name")
        if name:
            name = collapse_rfc2231_value(name)

        if part.get_content_maintype() == 'text' and name == None:
            if part.get_content_subtype() == 'plain':
                body_plain = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
            else:
                body_html = part.get_payload(decode=True)
        else:
            if not name:
                ext = mimetypes.guess_extension(part.get_content_type())
                name = "part-%i%s" % (counter, ext)

            files.append({
                'filename': name,
                'content': part.get_payload(decode=True),
                'type': part.get_content_type()},
                )

        counter += 1

    if body_plain:
        body = body_plain
    else:
        body = _('No plain-text email body available. Please see attachment email_html_body.html.')

    if body_html:
        files.append({
            'filename': _("email_html_body.html"),
            'content': body_html,
            'type': 'text/html',
        })

    now = datetime.now()

    if ticket:
        try:
            t = Ticket.objects.get(id=ticket)
            new = False
        except Ticket.DoesNotExist:
            ticket = None

    priority = 3

    smtp_priority = message.get('priority', '')
    smtp_importance = message.get('importance', '')

    high_priority_types = ('high', 'important', '1', 'urgent')

    if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
        priority = 2

    if ticket == None:
        t = Ticket(
            title=subject,
            queue=queue,
            submitter_email=sender_email,
            created=now,
            description=body,
            priority=priority,
        )
        t.save()
        new = True
        update = ''

    elif t.status == Ticket.CLOSED_STATUS:
        t.status = Ticket.REOPENED_STATUS
        t.save()

    context = safe_template_context(t)

    if new:

        if sender_email:
            send_templated_mail(
                'newticket_submitter',
                context,
                recipients=sender_email,
                sender=queue.from_address,
                fail_silently=True,
                )

        if queue.new_ticket_cc:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=queue.new_ticket_cc,
                sender=queue.from_address,
                fail_silently=True,
                )

        if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=queue.updated_ticket_cc,
                sender=queue.from_address,
                fail_silently=True,
                )

    else:
        if t.status == Ticket.REOPENED_STATUS:
            update = _(' (Reopened)')
        else:
            update = _(' (Updated)')

        if t.assigned_to:
            send_templated_mail(
                'updated_owner',
                context,
                recipients=t.assigned_to.email,
                sender=queue.from_address,
                fail_silently=True,
                )

        if queue.updated_ticket_cc:
            send_templated_mail(
                'updated_cc',
                context,
                recipients=queue.updated_ticket_cc,
                sender=queue.from_address,
                fail_silently=True,
                )

    f = FollowUp(
        ticket = t,
        title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
        date = datetime.now(),
        public = True,
        comment = body,
    )

    if t.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
    
    f.save()

    if not quiet:
        print (" [%s-%s] %s%s" % (t.queue.slug, t.id, t.title, update)).encode('ascii', 'replace')

    for file in files:
        if file['content']:
            filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
            filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=file['type'],
                size=len(file['content']),
                )
            a.file.save(filename, ContentFile(file['content']), save=False)
            a.save()
            if not quiet:
                print "    - %s" % filename

    return t


if __name__ == '__main__':
    process_email()