forked from extern/django-helpdesk
Too much in one commit !
Splitting responsibilities when parsing email messages so we can decide when to create a Ticket and when to create a FollowUp.
This commit is contained in:
Bruno Tikami
parent
b4c6c169c2
commit
5f738a3214
@ -124,7 +124,7 @@ def process_queue(q, quiet=False):
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msgSize = msg.split(" ")[1]
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full_message = "\n".join(server.retr(msgNum)[1])
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ticket = ticket_from_message(message=full_message, queue=q, quiet=quiet)
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ticket = object_from_message(message=full_message, queue=q, quiet=quiet)
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if ticket:
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server.dele(msgNum)
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@ -147,7 +147,7 @@ def process_queue(q, quiet=False):
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msgnums = data[0].split()
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for num in msgnums:
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status, data = server.fetch(num, '(RFC822)')
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ticket = ticket_from_message(message=data[0][1], queue=q, quiet=quiet)
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ticket = object_from_message(message=data[0][1], queue=q, quiet=quiet)
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if ticket:
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server.store(num, '+FLAGS', '\\Deleted')
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@ -168,10 +168,146 @@ def decode_mail_headers(string):
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decoded = decode_header(string)
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return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
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def ticket_from_message(message, queue, quiet):
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def create_object_from_email_message(message, ticket_id, payload, files, quiet):
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ticket, new = 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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message_id = message.get('Message-Id')
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in_reply_to = message.get('In-Reply-To')
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query_set = Ticket.objects.filter(Q(id=ticket_id)|Q(submitter_email_id=message_id))
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if query_set.count() == 0:
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ticket = None
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new = True
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else:
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t = query_set.first()
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# New issue, create a new <Ticket> instance
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if ticket is None:
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t = 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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submitter_email_id=message_id,
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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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t.save()
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new = True
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update = ''
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# Old issue being re-openned
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elif t.status == Ticket.CLOSED_STATUS:
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t.status = Ticket.REOPENED_STATUS
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t.save()
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f = FollowUp(
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ticket = t,
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title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
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date = now,
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public = True,
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comment = payload['body'],
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)
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if t.status == Ticket.REOPENED_STATUS:
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f.new_status = Ticket.REOPENED_STATUS
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f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
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f.save()
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if not quiet:
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print (" [%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace')
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for file in files:
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if file['content']:
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filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
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filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
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a = Attachment(
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followup=f,
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filename=filename,
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mime_type=file['type'],
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size=len(file['content']),
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)
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a.file.save(filename, ContentFile(file['content']), save=False)
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a.save()
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if not quiet:
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print " - %s" % filename
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context = safe_template_context(t)
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if new:
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if sender_email:
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send_templated_mail(
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'newticket_submitter',
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context,
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recipients=sender_email,
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sender=queue.from_address,
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fail_silently=True,
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extra_headers={'In-Reply-To': message_id},
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)
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if queue.new_ticket_cc:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=queue.new_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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extra_headers={'In-Reply-To': message_id},
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)
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if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=queue.updated_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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extra_headers={'In-Reply-To': message_id},
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)
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else:
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context.update(comment=f.comment)
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if t.status == Ticket.REOPENED_STATUS:
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update = _(' (Reopened)')
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else:
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update = _(' (Updated)')
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if t.assigned_to:
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send_templated_mail(
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'updated_owner',
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context,
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recipients=t.assigned_to.email,
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sender=queue.from_address,
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fail_silently=True,
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)
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if queue.updated_ticket_cc:
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send_templated_mail(
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'updated_cc',
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context,
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recipients=queue.updated_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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)
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return t
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def object_from_message(message, queue, quiet):
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# 'message' must be an RFC822 formatted message.
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msg = message
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#import ipdb;ipdb.set_trace()
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message = email.message_from_string(msg)
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subject = message.get('subject', _('Created from e-mail'))
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@ -196,9 +332,9 @@ def ticket_from_message(message, queue, quiet):
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matchobj = re.match(r".*\["+queue.slug+"-(?P<id>\d+)\]", subject)
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if matchobj:
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# This is a reply or forward.
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ticket = matchobj.group('id')
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ticket_id = matchobj.group('id')
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else:
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ticket = None
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ticket_id = None
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counter = 0
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files = []
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@ -241,14 +377,7 @@ def ticket_from_message(message, queue, quiet):
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'type': 'text/html',
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})
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now = timezone.now()
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if ticket:
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try:
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t = Ticket.objects.get(id=ticket)
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new = False
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except Ticket.DoesNotExist:
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ticket = None
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priority = 3
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@ -260,116 +389,17 @@ def ticket_from_message(message, queue, quiet):
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if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
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priority = 2
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if ticket is None:
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t = Ticket(
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title=subject,
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queue=queue,
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submitter_email=sender_email,
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submitter_email_id=message.get('message-id'),
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created=now,
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description=body,
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priority=priority,
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)
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t.save()
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new = True
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update = ''
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elif t.status == Ticket.CLOSED_STATUS:
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t.status = Ticket.REOPENED_STATUS
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t.save()
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f = FollowUp(
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ticket = t,
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title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
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date = timezone.now(),
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public = True,
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comment = body,
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)
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if t.status == Ticket.REOPENED_STATUS:
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f.new_status = Ticket.REOPENED_STATUS
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f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
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f.save()
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if not quiet:
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print (" [%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace')
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for file in files:
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if file['content']:
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filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
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filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
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a = Attachment(
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followup=f,
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filename=filename,
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mime_type=file['type'],
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size=len(file['content']),
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)
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a.file.save(filename, ContentFile(file['content']), save=False)
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a.save()
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if not quiet:
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print " - %s" % filename
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payload = {
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'body': body,
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'subject': subject,
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'queue': queue,
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'sender_email': sender_email,
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'priority': priority,
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'files': files,
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}
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context = safe_template_context(t)
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if new:
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if sender_email:
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send_templated_mail(
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'newticket_submitter',
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context,
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recipients=sender_email,
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sender=queue.from_address,
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fail_silently=True,
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)
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if queue.new_ticket_cc:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=queue.new_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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)
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if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=queue.updated_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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)
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else:
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context.update(comment=f.comment)
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if t.status == Ticket.REOPENED_STATUS:
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update = _(' (Reopened)')
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else:
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update = _(' (Updated)')
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if t.assigned_to:
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send_templated_mail(
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'updated_owner',
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context,
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recipients=t.assigned_to.email,
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sender=queue.from_address,
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fail_silently=True,
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)
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if queue.updated_ticket_cc:
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send_templated_mail(
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'updated_cc',
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context,
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recipients=queue.updated_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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)
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return t
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return create_object_from_email_message(message, ticket_id, payload, files, quiet=quiet)
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if __name__ == '__main__':
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process_email()
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