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Merge pull request #660 from auto-mat/email-refactor

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Email refactor
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Garret Wassermann 2018-11-01 12:31:30 -04:00 committed by GitHub
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481
helpdesk/email.py Normal file
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@ -0,0 +1,481 @@
#!/usr/bin/python
"""
Django Helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. Copyright 2018 Timothy Hobbs. All Rights Reserved.
See LICENSE for details.
scripts/get_email.py - Designed to be run from cron, this script checks the
POP and IMAP boxes, or a local mailbox directory,
defined for the queues within a
helpdesk, creating tickets from the new messages (or
adding to existing tickets if needed)
"""
from datetime import timedelta
import base64
import binascii
import email
import imaplib
import mimetypes
from os import listdir, unlink
from os.path import isfile, join
import poplib
import re
import socket
import ssl
import sys
from time import ctime
from bs4 import BeautifulSoup
from email_reply_parser import EmailReplyParser
from django.core.files.base import ContentFile
from django.core.files.uploadedfile import SimpleUploadedFile
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils.translation import ugettext as _
from django.utils import encoding, timezone
from helpdesk import settings
from helpdesk.lib import safe_template_context, process_attachments
from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
from django.contrib.auth.models import User
import logging
STRIPPED_SUBJECT_STRINGS = [
"Re: ",
"Fw: ",
"RE: ",
"FW: ",
"Automatic reply: ",
]
def process_email(quiet=False):
for q in Queue.objects.filter(
email_box_type__isnull=False,
allow_email_submission=True):
logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
logging_types = {
'info': logging.INFO,
'warn': logging.WARN,
'error': logging.ERROR,
'crit': logging.CRITICAL,
'debug': logging.DEBUG,
}
if q.logging_type in logging_types:
logger.setLevel(logging_types[q.logging_type])
elif not q.logging_type or q.logging_type == 'none':
logging.disable(logging.CRITICAL) # disable all messages
if quiet:
logger.propagate = False # do not propagate to root logger that would log to console
logdir = q.logging_dir or '/var/log/helpdesk/'
handler = logging.FileHandler(join(logdir, q.slug + '_get_email.log'))
logger.addHandler(handler)
if not q.email_box_last_check:
q.email_box_last_check = timezone.now() - timedelta(minutes=30)
queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
if (q.email_box_last_check + queue_time_delta) < timezone.now():
process_queue(q, logger=logger)
q.email_box_last_check = timezone.now()
q.save()
def pop3_sync(q, logger, server):
server.getwelcome()
server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
messagesInfo = server.list()[1]
logger.info("Received %d messages from POP3 server" % len(messagesInfo))
for msgRaw in messagesInfo:
if type(msgRaw) is bytes:
try:
msg = msgRaw.decode("utf-8")
except UnicodeError:
# if couldn't decode easily, just leave it raw
msg = msgRaw
else:
# already a str
msg = msgRaw
msgNum = msg.split(" ")[0]
logger.info("Processing message %s" % msgNum)
raw_content = server.retr(msgNum)[1]
if type(raw_content[0]) is bytes:
full_message = "\n".join([elm.decode('utf-8') for elm in raw_content])
else:
full_message = encoding.force_text("\n".join(raw_content), errors='replace')
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
if ticket:
server.dele(msgNum)
logger.info("Successfully processed message %s, deleted from POP3 server" % msgNum)
else:
logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % msgNum)
server.quit()
def imap_sync(q, logger, server):
try:
server.login(q.email_box_user or
settings.QUEUE_EMAIL_BOX_USER,
q.email_box_pass or
settings.QUEUE_EMAIL_BOX_PASSWORD)
server.select(q.email_box_imap_folder)
except imaplib.IMAP4.abort:
logger.error("IMAP login failed. Check that the server is accessible and that the username and password are correct.")
server.logout()
sys.exit()
except ssl.SSLError:
logger.error("IMAP login failed due to SSL error. This is often due to a timeout. Please check your connection and try again.")
server.logout()
sys.exit()
try:
status, data = server.search(None, 'NOT', 'DELETED')
except imaplib.IMAP4.error:
logger.error("IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?" % q.email_box_imap_folder)
if data:
msgnums = data[0].split()
logger.info("Received %d messages from IMAP server" % len(msgnums))
for num in msgnums:
logger.info("Processing message %s" % num)
status, data = server.fetch(num, '(RFC822)')
full_message = encoding.force_text(data[0][1], errors='replace')
try:
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
except TypeError:
ticket = None # hotfix. Need to work out WHY.
if ticket:
server.store(num, '+FLAGS', '\\Deleted')
logger.info("Successfully processed message %s, deleted from IMAP server" % num)
else:
logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % num)
server.expunge()
server.close()
server.logout()
def process_queue(q, logger):
logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())
if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
try:
import socks
except ImportError:
no_socks_msg = "Queue has been configured with proxy settings, " \
"but no socks library was installed. Try to " \
"install PySocks via PyPI."
logger.error(no_socks_msg)
raise ImportError(no_socks_msg)
proxy_type = {
'socks4': socks.SOCKS4,
'socks5': socks.SOCKS5,
}.get(q.socks_proxy_type)
socks.set_default_proxy(proxy_type=proxy_type,
addr=q.socks_proxy_host,
port=q.socks_proxy_port)
socket.socket = socks.socksocket
email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
mail_defaults = {
'pop3': {
'ssl': {
'port': 995,
'init': poplib.POP3_SSL,
},
'insecure': {
'port': 110,
'init': poplib.POP3,
},
'sync': pop3_sync,
},
'imap': {
'ssl': {
'port': 993,
'init': imaplib.IMAP4_SSL,
},
'insecure': {
'port': 143,
'init': imaplib.IMAP4,
},
'sync': imap_sync
}
}
if email_box_type in mail_defaults:
encryption = 'insecure'
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
encryption = 'ssl'
if not q.email_box_port:
q.email_box_port = mail_defaults[email_box_type][encryption]['port']
server = mail_defaults[email_box_type][encryption]['init'](
q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port)
)
logger.info("Attempting %s server login" % email_box_type.upper())
mail_defaults[email_box_type]['sync'](q, logger, server)
elif email_box_type == 'local':
mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
logger.info("Found %d messages in local mailbox directory" % len(mail))
logger.info("Found %d messages in local mailbox directory" % len(mail))
for i, m in enumerate(mail, 1):
logger.info("Processing message %d" % i)
with open(m, 'r') as f:
full_message = encoding.force_text(f.read(), errors='replace')
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
if ticket:
logger.info("Successfully processed message %d, ticket/comment created." % i)
try:
unlink(m) # delete message file if ticket was successful
except OSError:
logger.error("Unable to delete message %d." % i)
else:
logger.info("Successfully deleted message %d." % i)
else:
logger.warn("Message %d was not successfully processed, and will be left in local directory" % i)
def decodeUnknown(charset, string):
if type(string) is not str:
if not charset:
try:
return str(string, encoding='utf-8', errors='replace')
except UnicodeError:
return str(string, encoding='iso8859-1', errors='replace')
return str(string, encoding=charset, errors='replace')
return string
def decode_mail_headers(string):
decoded = email.header.decode_header(string)
return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
def ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message)
subject = message.get('subject', _('Comment from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
cc = message.get_all('cc', None)
if cc:
# first, fixup the encoding if necessary
cc = [decode_mail_headers(decodeUnknown(message.get_charset(), x)) for x in cc]
# get_all checks if multiple CC headers, but individual emails may be comma separated too
tempcc = []
for hdr in cc:
tempcc.extend(hdr.split(','))
# use a set to ensure no duplicates
cc = set([x.strip() for x in tempcc])
for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
if ignore.test(sender_email):
if ignore.keep_in_mailbox:
# By returning 'False' the message will be kept in the mailbox,
# and the 'True' will cause the message to be deleted.
return False
return True
matchobj = re.match(r".*\[" + queue.slug + r"-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
else:
logger.info("No tracking ID matched.")
ticket = None
body = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = email.utils.collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
)
# workaround to get unicode text out rather than escaped text
try:
body = body.encode('ascii').decode('unicode_escape')
except UnicodeEncodeError:
body.encode('utf-8')
logger.debug("Discovered plain text MIME part")
else:
files.append(
SimpleUploadedFile(_("email_html_body.html"), encoding.smart_bytes(part.get_payload()), 'text/html')
)
logger.debug("Discovered HTML MIME part")
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
payload = part.get_payload()
if isinstance(payload, list):
payload = payload.pop().as_string()
payloadToWrite = payload
# check version of python to ensure use of only the correct error type
non_b64_err = TypeError
try:
logger.debug("Try to base64 decode the attachment payload")
payloadToWrite = base64.decodebytes(payload)
except non_b64_err:
logger.debug("Payload was not base64 encoded, using raw bytes")
payloadToWrite = payload
files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
mail = BeautifulSoup(part.get_payload(), "lxml")
if ">" in mail.text:
body = mail.find('body')
body = body.text
body = body.encode('ascii', errors='ignore')
else:
body = mail.text
if ticket:
try:
t = Ticket.objects.get(id=ticket)
except Ticket.DoesNotExist:
logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
ticket = None
else:
logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
if t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
new = False
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = {'high', 'important', '1', 'urgent'}
priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
if ticket is None:
if settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
return None
new = True
t = Ticket.objects.create(
title=subject,
queue=queue,
submitter_email=sender_email,
created=timezone.now(),
description=body,
priority=priority,
)
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
if cc:
# get list of currently CC'd emails
current_cc = TicketCC.objects.filter(ticket=ticket)
current_cc_emails = [x.email for x in current_cc if x.email]
# get emails of any Users CC'd to email, if defined
# (some Users may not have an associated email, e.g, when using LDAP)
current_cc_users = [x.user.email for x in current_cc if x.user and x.user.email]
# ensure submitter, assigned user, queue email not added
other_emails = [queue.email_address]
if t.submitter_email:
other_emails.append(t.submitter_email)
if t.assigned_to:
other_emails.append(t.assigned_to.email)
current_cc = set(current_cc_emails + current_cc_users + other_emails)
# first, add any User not previously CC'd (as identified by User's email)
all_users = User.objects.all()
all_user_emails = set([x.email for x in all_users])
users_not_currently_ccd = all_user_emails.difference(set(current_cc))
users_to_cc = cc.intersection(users_not_currently_ccd)
for user in users_to_cc:
tcc = TicketCC.objects.create(
ticket=t,
user=User.objects.get(email=user),
can_view=True,
can_update=False
)
tcc.save()
# then add remaining emails alphabetically, makes testing easy
new_cc = cc.difference(current_cc).difference(all_user_emails)
new_cc = sorted(list(new_cc))
for ccemail in new_cc:
tcc = TicketCC.objects.create(
ticket=t,
email=ccemail.replace('\n', ' ').replace('\r', ' '),
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")
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:
t.send(
{'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)},
fail_silently=True,
)
else:
context.update(comment=f.comment)
t.send(
{'assigned_to': ('updated_owner', context),
'ticket_cc': ('updated_cc', context)},
fail_silently=True,
)
return t

62
helpdesk/forms.py
View File

@ -17,7 +17,7 @@ from django.utils.translation import ugettext_lazy as _
from django.contrib.auth import get_user_model
from django.utils import timezone
from helpdesk.lib import send_templated_mail, safe_template_context, process_attachments
from helpdesk.lib import safe_template_context, process_attachments
from helpdesk.models import (Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC,
CustomField, TicketCustomFieldValue, TicketDependency, UserSettings)
from helpdesk import settings as helpdesk_settings
@ -238,56 +238,16 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
context = safe_template_context(ticket)
context['comment'] = followup.comment
messages_sent_to = []
if ticket.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=ticket.submitter_email,
sender=queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
if ticket.assigned_to and \
ticket.assigned_to != user and \
ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign and \
ticket.assigned_to.email and \
ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=ticket.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.assigned_to.email)
if queue.new_ticket_cc and queue.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(queue.new_ticket_cc)
if queue.updated_ticket_cc and \
queue.updated_ticket_cc != queue.new_ticket_cc and \
queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
files=files,
)
roles = {'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)}
if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign:
roles['assigned_to'] = ('assigned_owner', context)
ticket.send(
roles,
fail_silently=True,
files=files,
)
class TicketForm(AbstractTicketForm):

124
helpdesk/lib.py
View File

@ -9,142 +9,22 @@ lib.py - Common functions (eg multipart e-mail)
import logging
import mimetypes
import os
from smtplib import SMTPException
from django.conf import settings
from django.db.models import Q
from django.utils import six
from django.utils.encoding import smart_text
from django.utils.safestring import mark_safe
from helpdesk.models import Attachment, EmailTemplate
import six
from model_utils import Choices
if six.PY3:
from base64 import encodebytes as b64encode
from base64 import decodebytes as b64decode
else:
from base64 import urlsafe_b64encode as b64encode
from base64 import urlsafe_b64decode as b64decode
from base64 import encodebytes as b64encode
from base64 import decodebytes as b64decode
logger = logging.getLogger('helpdesk')
def send_templated_mail(template_name,
context,
recipients,
sender=None,
bcc=None,
fail_silently=False,
files=None):
"""
send_templated_mail() is a wrapper around Django's e-mail routines that
allows us to easily send multipart (text/plain & text/html) e-mails using
templates that are stored in the database. This lets the admin provide
both a text and a HTML template for each message.
template_name is the slug of the template to use for this message (see
models.EmailTemplate)
context is a dictionary to be used when rendering the template
recipients can be either a string, eg 'a@b.com', or a list of strings.
sender should contain a string, eg 'My Site <me@z.com>'. If you leave it
blank, it'll use settings.DEFAULT_FROM_EMAIL as a fallback.
bcc is an optional list of addresses that will receive this message as a
blind carbon copy.
fail_silently is passed to Django's mail routine. Set to 'True' to ignore
any errors at send time.
files can be a list of tuples. Each tuple should be a filename to attach,
along with the File objects to be read. files can be blank.
"""
from django.core.mail import EmailMultiAlternatives
from django.template import engines
from_string = engines['django'].from_string
from helpdesk.models import EmailTemplate
from helpdesk.settings import HELPDESK_EMAIL_SUBJECT_TEMPLATE, \
HELPDESK_EMAIL_FALLBACK_LOCALE
locale = context['queue'].get('locale') or HELPDESK_EMAIL_FALLBACK_LOCALE
try:
t = EmailTemplate.objects.get(template_name__iexact=template_name, locale=locale)
except EmailTemplate.DoesNotExist:
try:
t = EmailTemplate.objects.get(template_name__iexact=template_name, locale__isnull=True)
except EmailTemplate.DoesNotExist:
logger.warning('template "%s" does not exist, no mail sent', template_name)
return # just ignore if template doesn't exist
subject_part = from_string(
HELPDESK_EMAIL_SUBJECT_TEMPLATE % {
"subject": t.subject
}).render(context).replace('\n', '').replace('\r', '')
footer_file = os.path.join('helpdesk', locale, 'email_text_footer.txt')
text_part = from_string(
"%s{%% include '%s' %%}" % (t.plain_text, footer_file)
).render(context)
email_html_base_file = os.path.join('helpdesk', locale, 'email_html_base.html')
# keep new lines in html emails
if 'comment' in context:
context['comment'] = mark_safe(context['comment'].replace('\r\n', '<br>'))
html_part = from_string(
"{%% extends '%s' %%}{%% block title %%}"
"%s"
"{%% endblock %%}{%% block content %%}%s{%% endblock %%}" %
(email_html_base_file, t.heading, t.html)
).render(context)
if isinstance(recipients, str):
if recipients.find(','):
recipients = recipients.split(',')
elif type(recipients) != list:
recipients = [recipients]
msg = EmailMultiAlternatives(subject_part, text_part,
sender or settings.DEFAULT_FROM_EMAIL,
recipients, bcc=bcc)
msg.attach_alternative(html_part, "text/html")
if files:
for filename, filefield in files:
mime = mimetypes.guess_type(filename)
if mime[0] is not None and mime[0] == "text/plain":
with open(filefield.path, 'r') as attachedfile:
content = attachedfile.read()
msg.attach(filename, content)
else:
if six.PY3:
msg.attach_file(filefield.path)
else:
with open(filefield.path, 'rb') as attachedfile:
content = attachedfile.read()
msg.attach(filename, content)
logger.debug('Sending email to: {!r}'.format(recipients))
try:
return msg.send()
except SMTPException as e:
logger.exception('SMTPException raised while sending email to {}'.format(recipients))
if not fail_silently:
raise e
return 0
def query_to_dict(results, descriptions):
"""
Replacement method for cursor.dictfetchall() as that method no longer

34
helpdesk/management/commands/escalate_tickets.py
View File

@ -24,7 +24,7 @@ except ImportError:
from datetime import datetime as timezone
from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.lib import safe_template_context
class Command(BaseCommand):
@ -107,32 +107,12 @@ def escalate_tickets(queues, verbose):
context = safe_template_context(t)
if t.submitter_email:
send_templated_mail(
'escalated_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
if t.queue.updated_ticket_cc:
send_templated_mail(
'escalated_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
if t.assigned_to:
send_templated_mail(
'escalated_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
t.send(
{'submitter': ('escalated_submitter', context),
'ticket_cc': ('escalated_cc', context),
'assigned_to': ('escalated_owner', context)}
fail_silently=True,
)
if verbose:
print(" - Esclating %s from %s>%s" % (

514
helpdesk/management/commands/get_email.py
View File

@ -10,49 +10,9 @@ scripts/get_email.py - Designed to be run from cron, this script checks the
helpdesk, creating tickets from the new messages (or
adding to existing tickets if needed)
"""
from __future__ import unicode_literals
from datetime import timedelta
import base64
import binascii
import email
import imaplib
import mimetypes
from os import listdir, unlink
from os.path import isfile, join
import poplib
import re
import socket
import ssl
import sys
from time import ctime
from bs4 import BeautifulSoup
from email_reply_parser import EmailReplyParser
from django.core.files.base import ContentFile
from django.core.files.uploadedfile import SimpleUploadedFile
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils.translation import ugettext as _
from django.utils import encoding, six, timezone
from helpdesk import settings
from helpdesk.lib import send_templated_mail, safe_template_context, process_attachments
from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
from django.contrib.auth.models import User
import logging
STRIPPED_SUBJECT_STRINGS = [
"Re: ",
"Fw: ",
"RE: ",
"FW: ",
"Automatic reply: ",
]
from helpdesk.email import process_email
class Command(BaseCommand):
@ -77,477 +37,5 @@ class Command(BaseCommand):
process_email(quiet=quiet)
def process_email(quiet=False):
for q in Queue.objects.filter(
email_box_type__isnull=False,
allow_email_submission=True):
logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
if not q.logging_type or q.logging_type == 'none':
logging.disable(logging.CRITICAL) # disable all messages
elif q.logging_type == 'info':
logger.setLevel(logging.INFO)
elif q.logging_type == 'warn':
logger.setLevel(logging.WARN)
elif q.logging_type == 'error':
logger.setLevel(logging.ERROR)
elif q.logging_type == 'crit':
logger.setLevel(logging.CRITICAL)
elif q.logging_type == 'debug':
logger.setLevel(logging.DEBUG)
if quiet:
logger.propagate = False # do not propagate to root logger that would log to console
logdir = q.logging_dir or '/var/log/helpdesk/'
handler = logging.FileHandler(join(logdir, q.slug + '_get_email.log'))
logger.addHandler(handler)
if not q.email_box_last_check:
q.email_box_last_check = timezone.now() - timedelta(minutes=30)
queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
if (q.email_box_last_check + queue_time_delta) < timezone.now():
process_queue(q, logger=logger)
q.email_box_last_check = timezone.now()
q.save()
def process_queue(q, logger):
logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())
if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
try:
import socks
except ImportError:
no_socks_msg = "Queue has been configured with proxy settings, " \
"but no socks library was installed. Try to " \
"install PySocks via PyPI."
logger.error(no_socks_msg)
raise ImportError(no_socks_msg)
proxy_type = {
'socks4': socks.SOCKS4,
'socks5': socks.SOCKS5,
}.get(q.socks_proxy_type)
socks.set_default_proxy(proxy_type=proxy_type,
addr=q.socks_proxy_host,
port=q.socks_proxy_port)
socket.socket = socks.socksocket
elif six.PY2:
socket.socket = socket._socketobject
email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
if email_box_type == 'pop3':
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if not q.email_box_port:
q.email_box_port = 995
server = poplib.POP3_SSL(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
else:
if not q.email_box_port:
q.email_box_port = 110
server = poplib.POP3(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
logger.info("Attempting POP3 server login")
server.getwelcome()
server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
messagesInfo = server.list()[1]
logger.info("Received %d messages from POP3 server" % len(messagesInfo))
for msgRaw in messagesInfo:
if six.PY3 and type(msgRaw) is bytes:
# in py3, msgRaw may be a bytes object, decode to str
try:
msg = msgRaw.decode("utf-8")
except UnicodeError:
# if couldn't decode easily, just leave it raw
msg = msgRaw
else:
# already a str
msg = msgRaw
msgNum = msg.split(" ")[0]
logger.info("Processing message %s" % msgNum)
if six.PY2:
full_message = encoding.force_text("\n".join(server.retr(msgNum)[1]), errors='replace')
else:
raw_content = server.retr(msgNum)[1]
if type(raw_content[0]) is bytes:
full_message = "\n".join([elm.decode('utf-8') for elm in raw_content])
else:
full_message = encoding.force_text("\n".join(raw_content), errors='replace')
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
if ticket:
server.dele(msgNum)
logger.info("Successfully processed message %s, deleted from POP3 server" % msgNum)
else:
logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % msgNum)
server.quit()
elif email_box_type == 'imap':
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if not q.email_box_port:
q.email_box_port = 993
server = imaplib.IMAP4_SSL(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
else:
if not q.email_box_port:
q.email_box_port = 143
server = imaplib.IMAP4(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
logger.info("Attempting IMAP server login")
try:
server.login(q.email_box_user or
settings.QUEUE_EMAIL_BOX_USER,
q.email_box_pass or
settings.QUEUE_EMAIL_BOX_PASSWORD)
server.select(q.email_box_imap_folder)
except imaplib.IMAP4.abort:
logger.error("IMAP login failed. Check that the server is accessible and that the username and password are correct.")
server.logout()
sys.exit()
except ssl.SSLError:
logger.error("IMAP login failed due to SSL error. This is often due to a timeout. Please check your connection and try again.")
server.logout()
sys.exit()
try:
status, data = server.search(None, 'NOT', 'DELETED')
except imaplib.IMAP4.error:
logger.error("IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?" % q.email_box_imap_folder)
if data:
msgnums = data[0].split()
logger.info("Received %d messages from IMAP server" % len(msgnums))
for num in msgnums:
logger.info("Processing message %s" % num)
status, data = server.fetch(num, '(RFC822)')
full_message = encoding.force_text(data[0][1], errors='replace')
try:
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
except TypeError:
ticket = None # hotfix. Need to work out WHY.
if ticket:
server.store(num, '+FLAGS', '\\Deleted')
logger.info("Successfully processed message %s, deleted from IMAP server" % num)
else:
logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % num)
server.expunge()
server.close()
server.logout()
elif email_box_type == 'local':
mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
logger.info("Found %d messages in local mailbox directory" % len(mail))
logger.info("Found %d messages in local mailbox directory" % len(mail))
for i, m in enumerate(mail, 1):
logger.info("Processing message %d" % i)
with open(m, 'r') as f:
full_message = encoding.force_text(f.read(), errors='replace')
ticket = ticket_from_message(message=full_message, queue=q, logger=logger)
if ticket:
logger.info("Successfully processed message %d, ticket/comment created." % i)
try:
unlink(m) # delete message file if ticket was successful
except OSError:
logger.error("Unable to delete message %d." % i)
else:
logger.info("Successfully deleted message %d." % i)
else:
logger.warn("Message %d was not successfully processed, and will be left in local directory" % i)
def decodeUnknown(charset, string):
if six.PY2:
if not charset:
try:
return string.decode('utf-8', 'replace')
except UnicodeError:
return string.decode('iso8859-1', 'replace')
return unicode(string, charset)
elif six.PY3:
if type(string) is not str:
if not charset:
try:
return str(string, encoding='utf-8', errors='replace')
except UnicodeError:
return str(string, encoding='iso8859-1', errors='replace')
return str(string, encoding=charset, errors='replace')
return string
def decode_mail_headers(string):
decoded = email.header.decode_header(string) if six.PY3 else email.header.decode_header(string.encode('utf-8'))
if six.PY2:
return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
elif six.PY3:
return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
def ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message) if six.PY3 else email.message_from_string(message.encode('utf-8'))
subject = message.get('subject', _('Comment from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
cc = message.get_all('cc', None)
if cc:
# first, fixup the encoding if necessary
cc = [decode_mail_headers(decodeUnknown(message.get_charset(), x)) for x in cc]
# get_all checks if multiple CC headers, but individual emails may be comma separated too
tempcc = []
for hdr in cc:
tempcc.extend(hdr.split(','))
# use a set to ensure no duplicates
cc = set([x.strip() for x in tempcc])
for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
if ignore.test(sender_email):
if ignore.keep_in_mailbox:
# By returning 'False' the message will be kept in the mailbox,
# and the 'True' will cause the message to be deleted.
return False
return True
matchobj = re.match(r".*\[" + queue.slug + r"-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
else:
logger.info("No tracking ID matched.")
ticket = None
body = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = email.utils.collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
)
# workaround to get unicode text out rather than escaped text
try:
body = body.encode('ascii').decode('unicode_escape')
except UnicodeEncodeError:
body.encode('utf-8')
logger.debug("Discovered plain text MIME part")
else:
files.append(
SimpleUploadedFile(_("email_html_body.html"), encoding.smart_bytes(part.get_payload()), 'text/html')
)
logger.debug("Discovered HTML MIME part")
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
payload = part.get_payload()
if isinstance(payload, list):
payload = payload.pop().as_string()
payloadToWrite = payload
# check version of python to ensure use of only the correct error type
if six.PY2:
non_b64_err = binascii.Error
else:
non_b64_err = TypeError
try:
logger.debug("Try to base64 decode the attachment payload")
if six.PY2:
payloadToWrite = base64.decodestring(payload)
else:
payloadToWrite = base64.decodebytes(payload)
except non_b64_err:
logger.debug("Payload was not base64 encoded, using raw bytes")
payloadToWrite = payload
files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
mail = BeautifulSoup(part.get_payload(), "lxml")
if ">" in mail.text:
body = mail.find('body')
body = body.text
body = body.encode('ascii', errors='ignore')
else:
body = mail.text
if ticket:
try:
t = Ticket.objects.get(id=ticket)
except Ticket.DoesNotExist:
logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
ticket = None
else:
logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
if t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
new = False
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = {'high', 'important', '1', 'urgent'}
priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
if ticket is None:
if settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
return None
new = True
t = Ticket.objects.create(
title=subject,
queue=queue,
submitter_email=sender_email,
created=timezone.now(),
description=body,
priority=priority,
)
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
if cc:
# get list of currently CC'd emails
current_cc = TicketCC.objects.filter(ticket=ticket)
current_cc_emails = [x.email for x in current_cc if x.email]
# get emails of any Users CC'd to email, if defined
# (some Users may not have an associated email, e.g, when using LDAP)
current_cc_users = [x.user.email for x in current_cc if x.user and x.user.email]
# ensure submitter, assigned user, queue email not added
other_emails = [queue.email_address]
if t.submitter_email:
other_emails.append(t.submitter_email)
if t.assigned_to:
other_emails.append(t.assigned_to.email)
current_cc = set(current_cc_emails + current_cc_users + other_emails)
# first, add any User not previously CC'd (as identified by User's email)
all_users = User.objects.all()
all_user_emails = set([x.email for x in all_users])
users_not_currently_ccd = all_user_emails.difference(set(current_cc))
users_to_cc = cc.intersection(users_not_currently_ccd)
for user in users_to_cc:
tcc = TicketCC.objects.create(
ticket=t,
user=User.objects.get(email=user),
can_view=True,
can_update=False
)
tcc.save()
# then add remaining emails alphabetically, makes testing easy
new_cc = cc.difference(current_cc).difference(all_user_emails)
new_cc = sorted(list(new_cc))
for ccemail in new_cc:
tcc = TicketCC.objects.create(
ticket=t,
email=ccemail.replace('\n', ' ').replace('\r', ' '),
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()

50
helpdesk/models.py
View File

@ -23,6 +23,8 @@ import re
import six
import uuid
from .templated_email import send_templated_mail
@python_2_unicode_compatible
class Queue(models.Model):
@ -491,6 +493,54 @@ class Ticket(models.Model):
default=mk_secret,
)
def send(self, roles, dont_send_to=None, **kwargs):
"""
Send notifications to everyone interested in this ticket.
The the roles argument is a dictionary mapping from roles to (template, context) pairs.
If a role is not present in the dictionary, users of that type will not recieve the notification.
The following roles exist:
- 'submitter'
- 'new_ticket_cc'
- 'ticket_cc'
- 'assigned_to'
Here is an example roles dictionary:
{
'submitter': (template_name, context),
'assigned_to': (template_name2, context),
}
**kwargs are passed to send_templated_mail defined in templated_mail.py
returns the set of email addresses the notification was delivered to.
"""
recipients = set()
if dont_send_to is not None:
recipients.update(dont_send_to)
def should_receive(email):
return email and email not in recipients
def send(role, recipient):
if recipient and recipient not in recipients and role in roles:
template, context = roles[role]
send_templated_mail(template, context, recipient, sender=self.queue.from_address, **kwargs)
recipients.add(recipient)
send('submitter', self.submitter_email)
send('new_ticket_cc', self.queue.new_ticket_cc)
if self.assigned_to and self.assigned_to.usersettings_helpdesk.email_on_ticket_assign:
send('assigned_to', self.assigned_to.email)
send('ticket_cc', self.queue.updated_ticket_cc)
for cc in self.ticketcc_set.all():
send('ticket_cc', cc.email_address)
return recipients
def _get_assigned_to(self):
""" Custom property to allow us to easily print 'Unassigned' if a
ticket has no owner, or the users name if it's assigned. If the user

114
helpdesk/templated_email.py Normal file
View File

@ -0,0 +1,114 @@
import os
import mimetypes
import logging
from smtplib import SMTPException
from django.utils.safestring import mark_safe
logger = logging.getLogger('helpdesk')
def send_templated_mail(template_name,
context,
recipients,
sender=None,
bcc=None,
fail_silently=False,
files=None):
"""
send_templated_mail() is a wrapper around Django's e-mail routines that
allows us to easily send multipart (text/plain & text/html) e-mails using
templates that are stored in the database. This lets the admin provide
both a text and a HTML template for each message.
template_name is the slug of the template to use for this message (see
models.EmailTemplate)
context is a dictionary to be used when rendering the template
recipients can be either a string, eg 'a@b.com', or a list of strings.
sender should contain a string, eg 'My Site <me@z.com>'. If you leave it
blank, it'll use settings.DEFAULT_FROM_EMAIL as a fallback.
bcc is an optional list of addresses that will receive this message as a
blind carbon copy.
fail_silently is passed to Django's mail routine. Set to 'True' to ignore
any errors at send time.
files can be a list of tuples. Each tuple should be a filename to attach,
along with the File objects to be read. files can be blank.
"""
from django.core.mail import EmailMultiAlternatives
from django.template import engines
from_string = engines['django'].from_string
from helpdesk.models import EmailTemplate
from helpdesk.settings import HELPDESK_EMAIL_SUBJECT_TEMPLATE, \
HELPDESK_EMAIL_FALLBACK_LOCALE
locale = context['queue'].get('locale') or HELPDESK_EMAIL_FALLBACK_LOCALE
try:
t = EmailTemplate.objects.get(template_name__iexact=template_name, locale=locale)
except EmailTemplate.DoesNotExist:
try:
t = EmailTemplate.objects.get(template_name__iexact=template_name, locale__isnull=True)
except EmailTemplate.DoesNotExist:
logger.warning('template "%s" does not exist, no mail sent', template_name)
return # just ignore if template doesn't exist
subject_part = from_string(
HELPDESK_EMAIL_SUBJECT_TEMPLATE % {
"subject": t.subject
}).render(context).replace('\n', '').replace('\r', '')
footer_file = os.path.join('helpdesk', locale, 'email_text_footer.txt')
text_part = from_string(
"%s{%% include '%s' %%}" % (t.plain_text, footer_file)
).render(context)
email_html_base_file = os.path.join('helpdesk', locale, 'email_html_base.html')
# keep new lines in html emails
if 'comment' in context:
context['comment'] = mark_safe(context['comment'].replace('\r\n', '<br>'))
html_part = from_string(
"{%% extends '%s' %%}{%% block title %%}"
"%s"
"{%% endblock %%}{%% block content %%}%s{%% endblock %%}" %
(email_html_base_file, t.heading, t.html)
).render(context)
if isinstance(recipients, str):
if recipients.find(','):
recipients = recipients.split(',')
elif type(recipients) != list:
recipients = [recipients]
msg = EmailMultiAlternatives(subject_part, text_part,
sender or settings.DEFAULT_FROM_EMAIL,
recipients, bcc=bcc)
msg.attach_alternative(html_part, "text/html")
if files:
for filename, filefield in files:
mime = mimetypes.guess_type(filename)
if mime[0] is not None and mime[0] == "text/plain":
with open(filefield.path, 'r') as attachedfile:
content = attachedfile.read()
msg.attach(filename, content)
else:
msg.attach_file(filefield.path)
logger.debug('Sending email to: {!r}'.format(recipients))
try:
return msg.send()
except SMTPException as e:
logger.exception('SMTPException raised while sending email to {}'.format(recipients))
if not fail_silently:
raise e
return 0

36
helpdesk/tests/test_get_email.py
View File

@ -98,8 +98,8 @@ class GetEmailParametricTemplate(object):
else:
# Test local email reading
if self.method == 'local':
with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
mock.patch('helpdesk.email.isfile') as mocked_isfile, \
mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):
mocked_isfile.return_value = True
mocked_listdir.return_value = ['filename1', 'filename2']
@ -120,7 +120,7 @@ class GetEmailParametricTemplate(object):
mocked_poplib_server = mock.Mock()
mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
with mock.patch('helpdesk.management.commands.get_email.poplib', autospec=True) as mocked_poplib:
with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
call_command('get_email')
@ -136,7 +136,7 @@ class GetEmailParametricTemplate(object):
# we ignore the second arg as the data item/mime-part is constant (RFC822)
mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
with mock.patch('helpdesk.management.commands.get_email.imaplib', autospec=True) as mocked_imaplib:
with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
call_command('get_email')
@ -171,8 +171,8 @@ class GetEmailParametricTemplate(object):
else:
# Test local email reading
if self.method == 'local':
with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
mock.patch('helpdesk.email.isfile') as mocked_isfile, \
mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):
mocked_isfile.return_value = True
mocked_listdir.return_value = ['filename1', 'filename2']
@ -193,7 +193,7 @@ class GetEmailParametricTemplate(object):
mocked_poplib_server = mock.Mock()
mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
with mock.patch('helpdesk.management.commands.get_email.poplib', autospec=True) as mocked_poplib:
with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
call_command('get_email')
@ -209,7 +209,7 @@ class GetEmailParametricTemplate(object):
# we ignore the second arg as the data item/mime-part is constant (RFC822)
mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
with mock.patch('helpdesk.management.commands.get_email.imaplib', autospec=True) as mocked_imaplib:
with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
call_command('get_email')
@ -284,8 +284,8 @@ class GetEmailParametricTemplate(object):
else:
# Test local email reading
if self.method == 'local':
with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
mock.patch('helpdesk.email.isfile') as mocked_isfile, \
mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=msg.as_string())):
mocked_isfile.return_value = True
mocked_listdir.return_value = ['filename1', 'filename2']
@ -306,7 +306,7 @@ class GetEmailParametricTemplate(object):
mocked_poplib_server = mock.Mock()
mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
with mock.patch('helpdesk.management.commands.get_email.poplib', autospec=True) as mocked_poplib:
with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
call_command('get_email')
@ -322,7 +322,7 @@ class GetEmailParametricTemplate(object):
# we ignore the second arg as the data item/mime-part is constant (RFC822)
mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
with mock.patch('helpdesk.management.commands.get_email.imaplib', autospec=True) as mocked_imaplib:
with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
call_command('get_email')
@ -531,8 +531,8 @@ a9eiiQ+3V1v+7wWHXCzq
else:
# Test local email reading
if self.method == 'local':
with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
mock.patch('helpdesk.email.isfile') as mocked_isfile, \
mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):
mocked_isfile.return_value = True
mocked_listdir.return_value = ['filename1']
@ -551,7 +551,7 @@ a9eiiQ+3V1v+7wWHXCzq
mocked_poplib_server = mock.Mock()
mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails['1'])
with mock.patch('helpdesk.management.commands.get_email.poplib', autospec=True) as mocked_poplib:
with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
call_command('get_email')
@ -566,7 +566,7 @@ a9eiiQ+3V1v+7wWHXCzq
# we ignore the second arg as the data item/mime-part is constant (RFC822)
mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
with mock.patch('helpdesk.management.commands.get_email.imaplib', autospec=True) as mocked_imaplib:
with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
call_command('get_email')
@ -701,8 +701,8 @@ class GetEmailCCHandling(TestCase):
test_email = "To: queue@example.com\nCc: " + test_email_cc_one + ", " + test_email_cc_one + ", " + test_email_cc_two + ", " + test_email_cc_three + "\nCC: " + test_email_cc_one + ", " + test_email_cc_three + ", " + test_email_cc_four + ", " + ticket_user_emails + "\nFrom: " + test_email_from + "\nSubject: " + test_email_subject + "\n\n" + test_email_body
test_mail_len = len(test_email)
with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
mock.patch('helpdesk.email.isfile') as mocked_isfile, \
mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):
mocked_isfile.return_value = True

172
helpdesk/views/staff.py
View File

@ -47,7 +47,7 @@ from helpdesk.forms import (
TicketCCEmailForm, TicketCCUserForm, EditFollowUpForm, TicketDependencyForm
)
from helpdesk.lib import (
send_templated_mail, query_to_dict, apply_query, safe_template_context,
query_to_dict, apply_query, safe_template_context,
process_attachments, queue_template_context,
)
from helpdesk.models import (
@ -578,8 +578,6 @@ def update_ticket(request, ticket_id, public=False):
if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None:
ticket.resolution = comment
messages_sent_to = []
# ticket might have changed above, so we re-instantiate context with the
# (possibly) updated ticket.
context = safe_template_context(ticket)
@ -588,6 +586,11 @@ def update_ticket(request, ticket_id, public=False):
comment=f.comment,
)
messages_sent_to = set()
try:
messages_sent_to.add(request.user.email)
except AttributeError:
pass
if public and (f.comment or (
f.new_status in (Ticket.RESOLVED_STATUS,
Ticket.CLOSED_STATUS))):
@ -598,83 +601,44 @@ def update_ticket(request, ticket_id, public=False):
else:
template = 'updated_'
template_suffix = 'submitter'
roles = {
'submitter': (template + 'submitter', context),
'ticket_cc': (template + 'cc', context),
'assigned_to': (template + 'cc', context),
}
messages_sent_to.update(ticket.send(roles, dont_send_to=messages_sent_to, fail_silently=True, files=files,))
if ticket.submitter_email:
send_templated_mail(
template + template_suffix,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
if reassigned:
template_staff = 'assigned_owner'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
template_suffix = 'cc'
messages_sent_to.update(ticket.send(
{'assigned_to': (template_staff, context)},
dont_send_to=messages_sent_to,
fail_silently=True,
files=files,
))
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template + template_suffix,
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(cc.email_address)
if reassigned:
template_cc = 'assigned_cc'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif f.new_status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
if ticket.assigned_to and \
request.user != ticket.assigned_to and \
ticket.assigned_to.email and \
ticket.assigned_to.email not in messages_sent_to:
# We only send e-mails to staff members if the ticket is updated by
# another user. The actual template varies, depending on what has been
# changed.
if reassigned:
template_staff = 'assigned_owner'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
if (not reassigned or
(reassigned and
ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign)) or \
(not reassigned and
ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change):
send_templated_mail(
template_staff,
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.assigned_to.email)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
if reassigned:
template_cc = 'assigned_cc'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif f.new_status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
send_templated_mail(
template_cc,
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.update(ticket.send(
{'ticket_cc': (template_cc, context)},
dont_send_to=messages_sent_to,
fail_silently=True,
files=files,
))
ticket.save()
@ -760,51 +724,19 @@ def mass_update(request):
context.update(resolution=t.resolution,
queue=queue_template_context(t.queue))
messages_sent_to = []
messages_sent_to = set()
try:
messages_sent_to.add(request.user.email)
except AttributeError:
pass
if t.submitter_email:
send_templated_mail(
'closed_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.submitter_email)
for cc in t.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'closed_submitter',
context,
recipients=cc.email_address,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if t.assigned_to and \
request.user != t.assigned_to and \
t.assigned_to.email and \
t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'closed_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.assigned_to.email)
if t.queue.updated_ticket_cc and \
t.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'closed_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.update(t.send(
{'submitter': ('closed_submitter', context),
'ticket_cc': ('closed_cc', context),
'assigned_to': ('closded_owner', context)},
dont_send_to=messages_sent_to,
fail_silently=True,
))
elif action == 'delete':
t.delete()