forked from extern/django-helpdesk
554 lines
21 KiB
Python
Executable File
554 lines
21 KiB
Python
Executable File
#!/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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from __future__ import unicode_literals
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from datetime import timedelta
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import base64
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import binascii
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import email
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import imaplib
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import mimetypes
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from os import listdir, unlink
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from os.path import isfile, join
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import poplib
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import re
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import socket
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import ssl
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import sys
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from time import ctime
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from bs4 import BeautifulSoup
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from email_reply_parser import EmailReplyParser
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from django.core.files.base import ContentFile
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from django.core.files.uploadedfile import SimpleUploadedFile
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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 encoding, six, timezone
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from helpdesk import settings
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from helpdesk.lib import send_templated_mail, safe_template_context, process_attachments
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from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
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from django.contrib.auth.models import User
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import logging
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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(join(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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queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
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if (q.email_box_last_check + queue_time_delta) < timezone.now():
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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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elif six.PY2:
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socket.socket = socket._socketobject
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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 %d messages from POP3 server" % len(messagesInfo))
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for msgRaw in messagesInfo:
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if six.PY3 and type(msgRaw) is bytes:
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# in py3, msgRaw may be a bytes object, decode to str
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try:
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msg = msgRaw.decode("utf-8")
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except UnicodeError:
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# if couldn't decode easily, just leave it raw
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msg = msgRaw
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else:
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# already a str
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msg = msgRaw
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msgNum = msg.split(" ")[0]
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logger.info("Processing message %s" % msgNum)
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if six.PY2:
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full_message = encoding.force_text("\n".join(server.retr(msgNum)[1]), errors='replace')
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else:
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raw_content = server.retr(msgNum)[1]
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if type(raw_content[0]) is bytes:
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full_message = "\n".join([elm.decode('utf-8') for elm in raw_content])
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else:
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full_message = encoding.force_text("\n".join(raw_content), errors='replace')
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ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
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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" % 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" % 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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try:
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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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except imaplib.IMAP4.abort:
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logger.error("IMAP login failed. Check that the server is accessible and that the username and password are correct.")
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server.logout()
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sys.exit()
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except ssl.SSLError:
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logger.error("IMAP login failed due to SSL error. This is often due to a timeout. Please check your connection and try again.")
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server.logout()
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sys.exit()
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try:
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status, data = server.search(None, 'NOT', 'DELETED')
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except imaplib.IMAP4.error:
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logger.error("IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?" % q.email_box_imap_folder)
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if data:
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msgnums = data[0].split()
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logger.info("Received %d messages from IMAP server" % len(msgnums))
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for num in msgnums:
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logger.info("Processing message %s" % num)
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status, data = server.fetch(num, '(RFC822)')
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full_message = encoding.force_text(data[0][1], errors='replace')
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try:
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ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
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except TypeError:
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ticket = None # hotfix. Need to work out WHY.
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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" % num)
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else:
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logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % num)
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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 %d messages in local mailbox directory" % len(mail))
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logger.info("Found %d messages in local mailbox directory" % len(mail))
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for i, m in enumerate(mail, 1):
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logger.info("Processing message %d" % i)
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with open(m, 'r') as f:
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full_message = encoding.force_text(f.read(), errors='replace')
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ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
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if ticket:
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logger.info("Successfully processed message %d, ticket/comment created." % i)
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try:
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unlink(m) # delete message file if ticket was successful
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except OSError:
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logger.error("Unable to delete message %d." % i)
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else:
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logger.info("Successfully deleted message %d." % i)
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else:
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logger.warn("Message %d was not successfully processed, and will be left in local directory" % i)
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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', 'replace')
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except UnicodeError:
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return string.decode('iso8859-1', 'replace')
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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 UnicodeError:
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return str(string, encoding='iso8859-1', errors='replace')
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return str(string, encoding=charset, errors='replace')
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return string
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def decode_mail_headers(string):
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decoded = email.header.decode_header(string) if six.PY3 else email.header.decode_header(string.encode('utf-8'))
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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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message = email.message_from_string(message) if six.PY3 else email.message_from_string(message.encode('utf-8'))
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subject = message.get('subject', _('Comment 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 = email.utils.parseaddr(sender)[1]
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cc = message.get_all('cc', None)
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if cc:
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# first, fixup the encoding if necessary
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cc = [decode_mail_headers(decodeUnknown(message.get_charset(), x)) for x in cc]
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# get_all checks if multiple CC headers, but individual emails may be comma separated too
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tempcc = []
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for hdr in cc:
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tempcc.extend(hdr.split(','))
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# use a set to ensure no duplicates
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cc = set([x.strip() for x in tempcc])
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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".*\[" + queue.slug + r"-(?P<id>\d+)\]", 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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body = 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 = email.utils.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 = EmailReplyParser.parse_reply(
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decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
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)
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# workaround to get unicode text out rather than escaped text
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try:
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body = body.encode('ascii').decode('unicode_escape')
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except UnicodeEncodeError:
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body.encode('utf-8')
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logger.debug("Discovered plain text MIME part")
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else:
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files.append(
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SimpleUploadedFile(_("email_html_body.html"), encoding.smart_bytes(part.get_payload()), 'text/html')
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)
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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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payload = part.get_payload()
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if isinstance(payload, list):
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payload = payload.pop().as_string()
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payloadToWrite = payload
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# check version of python to ensure use of only the correct error type
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if six.PY2:
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non_b64_err = binascii.Error
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else:
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non_b64_err = TypeError
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try:
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logger.debug("Try to base64 decode the attachment payload")
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if six.PY2:
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payloadToWrite = base64.decodestring(payload)
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else:
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payloadToWrite = base64.decodebytes(payload)
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except non_b64_err:
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logger.debug("Payload was not base64 encoded, using raw bytes")
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payloadToWrite = payload
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files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
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logger.debug("Found MIME attachment %s" % name)
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counter += 1
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if not body:
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mail = BeautifulSoup(part.get_payload(), "lxml")
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if ">" in mail.text:
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body = mail.find('body')
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body = body.text
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body = body.encode('ascii', errors='ignore')
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else:
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body = mail.text
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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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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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else:
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logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
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if t.status == Ticket.CLOSED_STATUS:
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t.status = Ticket.REOPENED_STATUS
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t.save()
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new = False
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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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priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
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if ticket is None:
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if settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
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return None
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new = True
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t = Ticket.objects.create(
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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=timezone.now(),
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description=body,
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priority=priority,
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)
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logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
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if cc:
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# get list of currently CC'd emails
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current_cc = TicketCC.objects.filter(ticket=ticket)
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current_cc_emails = [x.email for x in current_cc if x.email]
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# get emails of any Users CC'd to email, if defined
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# (some Users may not have an associated email, e.g, when using LDAP)
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current_cc_users = [x.user.email for x in current_cc if x.user and x.user.email]
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# ensure submitter, assigned user, queue email not added
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other_emails = [queue.email_address]
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if t.submitter_email:
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other_emails.append(t.submitter_email)
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if t.assigned_to:
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other_emails.append(t.assigned_to.email)
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current_cc = set(current_cc_emails + current_cc_users + other_emails)
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# first, add any User not previously CC'd (as identified by User's email)
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all_users = User.objects.all()
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all_user_emails = set([x.email for x in all_users])
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users_not_currently_ccd = all_user_emails.difference(set(current_cc))
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users_to_cc = cc.intersection(users_not_currently_ccd)
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for user in users_to_cc:
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tcc = TicketCC.objects.create(
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ticket=t,
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user=User.objects.get(email=user),
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can_view=True,
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can_update=False
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)
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tcc.save()
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# then add remaining emails alphabetically, makes testing easy
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new_cc = cc.difference(current_cc).difference(all_user_emails)
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new_cc = sorted(list(new_cc))
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for ccemail in new_cc:
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tcc = TicketCC.objects.create(
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ticket=t,
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email=ccemail.replace('\n', ' ').replace('\r', ' '),
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can_view=True,
|
|
can_update=False
|
|
)
|
|
tcc.save()
|
|
|
|
f = FollowUp(
|
|
ticket=t,
|
|
title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
|
|
date=timezone.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()
|
|
logger.debug("Created new FollowUp for Ticket")
|
|
|
|
if six.PY2:
|
|
logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
|
|
elif six.PY3:
|
|
logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
|
|
|
|
attached = process_attachments(f, files)
|
|
for att_file in attached:
|
|
logger.info("Attachment '%s' (with size %s) successfully added to ticket from email." % (att_file[0], att_file[1].size))
|
|
|
|
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:
|
|
context.update(comment=f.comment)
|
|
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
|
|
|
|
|
|
if __name__ == '__main__':
|
|
process_email()
|