forked from extern/django-helpdesk
347 lines
11 KiB
Python
347 lines
11 KiB
Python
#!/usr/bin/python
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"""
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Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
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scripts/get_email.py - Designed to be run from cron, this script checks the
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POP and IMAP boxes defined for the queues within a
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helpdesk, creating tickets from the new messages (or
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adding to existing tickets if needed)
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"""
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import email
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import imaplib
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import mimetypes
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import poplib
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import re
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from datetime import datetime, timedelta
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from email.header import decode_header
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from email.Utils import parseaddr, collapse_rfc2231_value
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from optparse import make_option
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from django.core.files.base import ContentFile
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from django.core.management.base import BaseCommand
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from django.db.models import Q
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from django.utils.translation import ugettext as _
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from django.conf import settings
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from helpdesk.lib import send_templated_mail, safe_template_context
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from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
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class Command(BaseCommand):
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def __init__(self):
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BaseCommand.__init__(self)
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self.option_list += (
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make_option(
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'--quiet', '-q',
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default=False,
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action='store_true',
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help='Hide details about each queue/message as they are processed'),
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)
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help = 'Process Jutda Helpdesk queues and process e-mails via POP3/IMAP as required, feeding them into the helpdesk.'
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def handle(self, *args, **options):
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quiet = options.get('quiet', False)
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process_email(quiet=quiet)
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def process_email(quiet=False):
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for q in Queue.objects.filter(
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email_box_type__isnull=False,
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allow_email_submission=True):
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if not q.email_box_last_check:
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q.email_box_last_check = datetime.now()-timedelta(minutes=30)
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if not q.email_box_interval:
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q.email_box_interval = 0
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queue_time_delta = timedelta(minutes=q.email_box_interval)
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if (q.email_box_last_check + queue_time_delta) > datetime.now():
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continue
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process_queue(q, quiet=quiet)
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q.email_box_last_check = datetime.now()
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q.save()
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def process_queue(q, quiet=False):
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if not quiet:
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print "Processing: %s" % q
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email_box_type = settings.QUEUE_EMAIL_BOX_TYPE if settings.QUEUE_EMAIL_BOX_TYPE else q.email_box_type
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if email_box_type == 'pop3':
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if q.email_box_ssl:
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if not q.email_box_port: q.email_box_port = 995
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server = poplib.POP3_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
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else:
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if not q.email_box_port: q.email_box_port = 110
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server = poplib.POP3(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
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server.getwelcome()
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server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
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server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
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messagesInfo = server.list()[1]
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for msg in messagesInfo:
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msgNum = msg.split(" ")[0]
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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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if ticket:
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server.dele(msgNum)
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server.quit()
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elif email_box_type == 'imap':
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if q.email_box_ssl:
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if not q.email_box_port: q.email_box_port = 993
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server = imaplib.IMAP4_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
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else:
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if not q.email_box_port: q.email_box_port = 143
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server = imaplib.IMAP4(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
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server.login(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER, q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
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server.select(q.email_box_imap_folder)
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status, data = server.search(None, 'NOT', 'DELETED')
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if data:
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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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if ticket:
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server.store(num, '+FLAGS', '\\Deleted')
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server.expunge()
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server.close()
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server.logout()
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def decodeUnknown(charset, string):
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if not charset:
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try:
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return string.decode('utf-8')
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except:
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return string.decode('iso8859-1')
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return unicode(string, charset)
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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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# 'message' must be an RFC822 formatted message.
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msg = message
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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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subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
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subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").strip()
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sender = message.get('from', _('Unknown Sender'))
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sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
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sender_email = parseaddr(sender)[1]
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body_plain, body_html = '', ''
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for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
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if ignore.test(sender_email):
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if ignore.keep_in_mailbox:
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# By returning 'False' the message will be kept in the mailbox,
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# and the 'True' will cause the message to be deleted.
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return False
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return True
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matchobj = re.match(r"^\[(?P<queue>[-A-Za-z0-9]+)-(?P<id>\d+)\]", 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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else:
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ticket = None
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counter = 0
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files = []
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for part in message.walk():
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if part.get_content_maintype() == 'multipart':
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continue
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name = part.get_param("name")
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if name:
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name = collapse_rfc2231_value(name)
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if part.get_content_maintype() == 'text' and name == None:
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if part.get_content_subtype() == 'plain':
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body_plain = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
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else:
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body_html = part.get_payload(decode=True)
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else:
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if not name:
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ext = mimetypes.guess_extension(part.get_content_type())
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name = "part-%i%s" % (counter, ext)
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files.append({
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'filename': name,
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'content': part.get_payload(decode=True),
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'type': part.get_content_type()},
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)
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counter += 1
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if body_plain:
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body = body_plain
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else:
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body = _('No plain-text email body available. Please see attachment email_html_body.html.')
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if body_html:
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files.append({
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'filename': _("email_html_body.html"),
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'content': body_html,
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'type': 'text/html',
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})
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now = datetime.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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smtp_priority = message.get('priority', '')
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smtp_importance = message.get('importance', '')
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high_priority_types = ('high', 'important', '1', 'urgent')
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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 == 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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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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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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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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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 = datetime.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%s" % (t.queue.slug, t.id, t.title, update)).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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return t
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if __name__ == '__main__':
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process_email()
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