#!/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 import socket from datetime import timedelta from email.header import decode_header from email.Utils import parseaddr, collapse_rfc2231_value from optparse import make_option from email_reply_parser import EmailReplyParser 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 import settings try: from django.utils import timezone except ImportError: from datetime import datetime as timezone 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 = timezone.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) > timezone.now(): continue process_queue(q, quiet=quiet) q.email_box_last_check = timezone.now() q.save() def process_queue(q, quiet=False): if not quiet: print "Processing: %s" % q if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port: try: import socks except ImportError: raise ImportError("Queue has been configured with proxy settings, but no socks library was installed. Try to install PySocks via pypi.") 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 else: socket.socket = socket._socketobject email_box_type = settings.QUEUE_EMAIL_BOX_TYPE if settings.QUEUE_EMAIL_BOX_TYPE else q.email_box_type if email_box_type == 'pop3': if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL: if not q.email_box_port: q.email_box_port = 995 server = poplib.POP3_SSL(q.email_box_host or settings.QUEUE_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 or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port)) server.getwelcome() 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] for msg in messagesInfo: msgNum = msg.split(" ")[0] msgSize = msg.split(" ")[1] full_message = "\n".join(server.retr(msgNum)[1]) ticket = object_from_message(message=full_message, queue=q, quiet=quiet) if ticket: server.dele(msgNum) server.quit() elif email_box_type == 'imap': if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL: if not q.email_box_port: q.email_box_port = 993 server = imaplib.IMAP4_SSL(q.email_box_host or settings.QUEUE_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 or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port)) 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) status, data = server.search(None, 'NOT', 'DELETED') if data: msgnums = data[0].split() for num in msgnums: status, data = server.fetch(num, '(RFC822)') ticket = object_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','ignore') except: return string.decode('iso8859-1','ignore') 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 create_object_from_email_message(message, ticket_id, payload, files, quiet): ticket, new = None, False now = timezone.now() queue = payload['queue'] sender_email = payload['sender_email'] message_id = message.get('Message-Id') in_reply_to = message.get('In-Reply-To') query_set = Ticket.objects.filter(Q(id=ticket_id)|Q(submitter_email_id=message_id)) if query_set.count() == 0: ticket = None new = True else: t = query_set.first() # New issue, create a new instance if ticket is None: t = Ticket.objects.create( title=payload['subject'], queue=queue, submitter_email=sender_email, submitter_email_id=message_id, created=now, description=payload['body'], priority=payload['priority'], ) t.save() new = True update = '' # Old issue being re-openned elif t.status == Ticket.CLOSED_STATUS: t.status = Ticket.REOPENED_STATUS t.save() f = FollowUp( ticket = t, title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}), date = now, public = True, comment = payload['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" % (t.queue.slug, t.id, t.title,)).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 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, extra_headers={'In-Reply-To': message_id}, ) if queue.new_ticket_cc: send_templated_mail( 'newticket_cc', context, recipients=queue.new_ticket_cc, sender=queue.from_address, fail_silently=True, extra_headers={'In-Reply-To': message_id}, ) 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, extra_headers={'In-Reply-To': message_id}, ) else: context.update(comment=f.comment) 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, ) return t def object_from_message(message, queue, quiet): # 'message' must be an RFC822 formatted message. msg = message #import ipdb;ipdb.set_trace() 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: ", "").replace("Automatic reply: ", "").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".*\["+queue.slug+"-(?P\d+)\]", subject) if matchobj: # This is a reply or forward. ticket_id = matchobj.group('id') else: ticket_id = 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 = EmailReplyParser.parse_reply(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', }) 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 payload = { 'body': body, 'subject': subject, 'queue': queue, 'sender_email': sender_email, 'priority': priority, 'files': files, } return create_object_from_email_message(message, ticket_id, payload, files, quiet=quiet) if __name__ == '__main__': process_email()