forked from extern/django-helpdesk
494 lines
17 KiB
Python
494 lines
17 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, or a local mailbox directory,
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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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import socket
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from os import listdir, unlink
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from os.path import isfile, join
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from datetime import 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 email_reply_parser import EmailReplyParser
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from django import VERSION
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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.utils import six
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from helpdesk import settings
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try:
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from django.utils import timezone
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except ImportError:
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from datetime import datetime as timezone
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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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import logging
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from time import ctime
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STRIPPED_SUBJECT_STRINGS = [
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"Re: ",
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"Fw: ",
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"RE: ",
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"FW: ",
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"Automatic reply: ",
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]
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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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help = 'Process django-helpdesk queues and process e-mails via POP3/IMAP or ' \
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'from a local mailbox directory as required, feeding them into the helpdesk.'
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def add_arguments(self, parser):
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parser.add_argument(
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'--quiet',
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action='store_true',
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dest='quiet',
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default=False,
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help='Hide details about each queue/message as they are processed',
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)
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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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logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
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if not q.logging_type or q.logging_type == 'none':
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logging.disable(logging.CRITICAL) # disable all messages
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elif q.logging_type == 'info':
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logger.setLevel(logging.INFO)
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elif q.logging_type == 'warn':
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logger.setLevel(logging.WARN)
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elif q.logging_type == 'error':
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logger.setLevel(logging.ERROR)
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elif q.logging_type == 'crit':
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logger.setLevel(logging.CRITICAL)
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elif q.logging_type == 'debug':
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logger.setLevel(logging.DEBUG)
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if quiet:
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logger.propagate = False # do not propagate to root logger that would log to console
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logdir = q.logging_dir or '/var/log/helpdesk/'
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handler = logging.FileHandler(logdir + q.slug + '_get_email.log')
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logger.addHandler(handler)
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if not q.email_box_last_check:
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q.email_box_last_check = timezone.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) > timezone.now():
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continue
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process_queue(q, logger=logger)
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q.email_box_last_check = timezone.now()
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q.save()
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def process_queue(q, logger):
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logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())
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if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
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try:
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import socks
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except ImportError:
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no_socks_msg = "Queue has been configured with proxy settings, " \
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"but no socks library was installed. Try to " \
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"install PySocks via PyPI."
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logger.error(no_socks_msg)
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raise ImportError(no_socks_msg)
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proxy_type = {
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'socks4': socks.SOCKS4,
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'socks5': socks.SOCKS5,
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}.get(q.socks_proxy_type)
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socks.set_default_proxy(proxy_type=proxy_type,
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addr=q.socks_proxy_host,
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port=q.socks_proxy_port)
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socket.socket = socks.socksocket
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else:
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if six.PY2:
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socket.socket = socket._socketobject
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elif six.PY3:
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import _socket
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socket.socket = _socket.socket
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email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
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if email_box_type == 'pop3':
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if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
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if not q.email_box_port:
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q.email_box_port = 995
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server = poplib.POP3_SSL(q.email_box_host or
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settings.QUEUE_EMAIL_BOX_HOST,
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int(q.email_box_port))
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else:
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if not q.email_box_port:
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q.email_box_port = 110
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server = poplib.POP3(q.email_box_host or
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settings.QUEUE_EMAIL_BOX_HOST,
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int(q.email_box_port))
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logger.info("Attempting POP3 server login")
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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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logger.info("Received %s messages from POP3 server" % str(len(messagesInfo)))
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for msg in messagesInfo:
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msgNum = msg.split(" ")[0]
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logger.info("Processing message %s" % str(msgNum))
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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)
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if ticket:
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server.dele(msgNum)
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logger.info("Successfully processed message %s, deleted from POP3 server" % str(msgNum))
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else:
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logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % str(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 or settings.QUEUE_EMAIL_BOX_SSL:
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if not q.email_box_port:
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q.email_box_port = 993
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server = imaplib.IMAP4_SSL(q.email_box_host or
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settings.QUEUE_EMAIL_BOX_HOST,
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int(q.email_box_port))
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else:
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if not q.email_box_port:
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q.email_box_port = 143
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server = imaplib.IMAP4(q.email_box_host or
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settings.QUEUE_EMAIL_BOX_HOST,
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int(q.email_box_port))
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logger.info("Attempting IMAP server login")
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server.login(q.email_box_user or
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settings.QUEUE_EMAIL_BOX_USER,
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q.email_box_pass or
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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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logger.info("Received %s messages from IMAP server" % str(len(msgnums)))
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for num in msgnums:
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logger.info("Processing message %s" % str(num))
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status, data = server.fetch(num, '(RFC822)')
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ticket = ticket_from_message(message=data[0][1], queue=q)
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if ticket:
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server.store(num, '+FLAGS', '\\Deleted')
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logger.info("Successfully processed message %s, deleted from IMAP server" % str(msgNum))
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else:
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logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % str(msgNum))
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server.expunge()
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server.close()
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server.logout()
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elif email_box_type == 'local':
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mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
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mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
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logger.info("Found %s messages in local mailbox directory" % str(len(mail)))
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for m in mail:
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logger.info("Processing message %s" % str(m))
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with open(m, 'r') as f:
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ticket = ticket_from_message(message=f.read(), queue=q, logger=logger)
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if ticket:
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logger.info("Successfully processed message %s, ticket/comment created." % str(m))
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try:
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# unlink(m) #delete message file if ticket was successful
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logger.info("Successfully deleted message %s." % str(m))
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except:
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logger.error("Unable to delete message %s." % str(m))
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else:
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logger.warn("Message %s was not successfully processed, and will be left in local directory" % str(m))
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def decodeUnknown(charset, string):
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if six.PY2:
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if not charset:
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try:
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return string.decode('utf-8', 'ignore')
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except:
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return string.decode('iso8859-1', 'ignore')
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return unicode(string, charset)
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elif six.PY3:
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if type(string) is not str:
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if not charset:
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try:
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return str(string, encoding='utf-8', errors='replace')
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except:
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return str(string, encoding='iso8859-1', errors='replace')
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return str(string, encoding=charset)
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return string
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def decode_mail_headers(string):
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decoded = decode_header(string)
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if six.PY2:
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return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
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elif six.PY3:
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return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
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def ticket_from_message(message, queue, logger):
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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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for affix in STRIPPED_SUBJECT_STRINGS:
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subject = subject.replace(affix, "")
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subject = subject.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".*\[" + queue.slug + "-(?P<id>\d+)\]", 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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logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
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else:
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logger.info("No tracking ID matched.")
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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 is None:
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if part.get_content_subtype() == 'plain':
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body_plain = EmailReplyParser.parse_reply(
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decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
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logger.debug("Discovered plain text MIME part")
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else:
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body_html = part.get_payload(decode=True)
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logger.debug("Discovered HTML MIME part")
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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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logger.debug("Found MIME attachment %s" % name)
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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 = 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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logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
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except Ticket.DoesNotExist:
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logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
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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 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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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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logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
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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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logger.debug("Created new FollowUp for Ticket")
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if six.PY2:
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logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
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elif six.PY3:
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logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
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for file in files:
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if file['content']:
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if six.PY2:
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filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
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elif six.PY3:
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filename = file['filename'].replace(' ', '_')
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filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
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logger.info("Found attachment '%s'" % 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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logger.info("Attachment '%s' successfully added to ticket." % 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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)
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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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if __name__ == '__main__':
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process_email()
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