"""
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.
"""
# import base64
import email
import imaplib
import logging
import mimetypes
import os
import poplib
import re
import socket
import ssl
import sys
from datetime import timedelta
from email.utils import getaddresses
from os.path import isfile, join
from time import ctime
from bs4 import BeautifulSoup
from django.conf import settings as django_settings
from django.contrib.auth import get_user_model
from django.core.exceptions import ValidationError
from django.core.files.uploadedfile import SimpleUploadedFile
from django.db.models import Q
from django.utils import encoding, timezone
from django.utils.translation import ugettext as _
from email_reply_parser import EmailReplyParser
from helpdesk import settings
from helpdesk.lib import safe_template_context, process_attachments
from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
# import User model, which may be a custom model
User = get_user_model()
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':
# disable all handlers so messages go to nowhere
logger.handlers = []
logger.propagate = False
if quiet:
logger.propagate = False # do not propagate to root logger that would log to console
# Log messages to specific file only if the queue has it configured
if (q.logging_type in logging_types) and q.logging_dir: # if it's enabled and the dir is set
log_file_handler = logging.FileHandler(join(q.logging_dir, q.slug + '_get_email.log'))
logger.addHandler(log_file_handler)
else:
log_file_handler = None
try:
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()
finally:
# we must close the file handler correctly if it's created
try:
if log_file_handler:
log_file_handler.close()
except Exception as e:
logging.exception(e)
try:
if log_file_handler:
logger.removeHandler(log_file_handler)
except Exception as e:
logging.exception(e)
def pop3_sync(q, logger, server):
server.getwelcome()
try:
server.stls()
except Exception:
logger.warning("POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
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 = object_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:
try:
server.starttls()
except Exception:
logger.warning("IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
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')
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 = object_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)
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
)
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 os.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 = object_from_message(message=full_message, queue=q, logger=logger)
if ticket:
logger.info("Successfully processed message %d, ticket/comment created.", i)
try:
os.unlink(m) # delete message file if ticket was successful
except OSError as e:
logger.error("Unable to delete message %d (%s).", i, str(e))
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 is_autoreply(message):
"""
Accepting message as something with .get(header_name) method
Returns True if it's likely to be auto-reply or False otherwise
So we don't start mail loops
"""
any_if_this = [
False if not message.get("Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
True if message.get("X-Auto-Response-Suppress") in ("DR", "AutoReply", "All") else False,
message.get("List-Id"),
message.get("List-Unsubscribe"),
]
return any(any_if_this)
def create_ticket_cc(ticket, cc_list):
if not cc_list:
return []
# Local import to deal with non-defined / circular reference problem
from helpdesk.views.staff import User, subscribe_to_ticket_updates
new_ticket_ccs = []
for cced_name, cced_email in cc_list:
cced_email = cced_email.strip()
if cced_email == ticket.queue.email_address:
continue
user = None
try:
user = User.objects.get(email=cced_email)
except User.DoesNotExist:
pass
try:
ticket_cc = subscribe_to_ticket_updates(ticket=ticket, user=user, email=cced_email)
new_ticket_ccs.append(ticket_cc)
except ValidationError:
pass
return new_ticket_ccs
def create_object_from_email_message(message, ticket_id, payload, files, logger):
ticket, previous_followup, new = None, None, False
now = timezone.now()
queue = payload['queue']
sender_email = payload['sender_email']
to_list = getaddresses(message.get_all('To', []))
cc_list = getaddresses(message.get_all('Cc', []))
message_id = message.get('Message-Id')
in_reply_to = message.get('In-Reply-To')
if in_reply_to is not None:
try:
queryset = FollowUp.objects.filter(message_id=in_reply_to).order_by('-date')
if queryset.count() > 0:
previous_followup = queryset.first()
ticket = previous_followup.ticket
except FollowUp.DoesNotExist:
pass # play along. The header may be wrong
if previous_followup is None and ticket_id is not None:
try:
ticket = Ticket.objects.get(id=ticket_id)
except Ticket.DoesNotExist:
ticket = None
else:
new = False
# Check if the ticket has been merged to another ticket
if ticket.merged_to:
logger.info("Ticket has been merged to %s" % ticket.merged_to.ticket)
# Use the ticket in which it was merged to for next operations
ticket = ticket.merged_to
# New issue, create a new instance
if ticket is None:
if not settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
ticket = Ticket.objects.create(
title=payload['subject'],
queue=queue,
submitter_email=sender_email,
created=now,
description=payload['body'],
priority=payload['priority'],
)
ticket.save()
logger.debug("Created new ticket %s-%s" % (ticket.queue.slug, ticket.id))
new = True
# Old issue being re-opened
elif ticket.status == Ticket.CLOSED_STATUS:
ticket.status = Ticket.REOPENED_STATUS
ticket.save()
f = FollowUp(
ticket=ticket,
title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date=now,
public=True,
comment=payload.get('full_body', payload['body']) or "",
message_id=message_id
)
if ticket.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" % (ticket.queue.slug, ticket.id, ticket.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(ticket)
new_ticket_ccs = []
new_ticket_ccs.append(create_ticket_cc(ticket, to_list + cc_list))
notifications_to_be_sent = [sender_email]
if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):
ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
for email_address in ticket_cc_list:
notifications_to_be_sent.append(email_address)
autoreply = is_autoreply(message)
if autoreply:
logger.info("Message seems to be auto-reply, not sending any emails back to the sender")
else:
# send mail to appropriate people now depending on what objects
# were created and who was CC'd
# Add auto-reply headers because it's an auto-reply and we must
extra_headers = {
'In-Reply-To': message_id,
"Auto-Submitted": "auto-replied",
"X-Auto-Response-Suppress": "All",
"Precedence": "auto_reply",
}
if new:
ticket.send(
{'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)},
fail_silently=True,
extra_headers=extra_headers,
)
else:
context.update(comment=f.comment)
ticket.send(
{'submitter': ('newticket_submitter', context),
'assigned_to': ('updated_owner', context)},
fail_silently=True,
extra_headers=extra_headers,
)
if queue.enable_notifications_on_email_events:
ticket.send(
{'ticket_cc': ('updated_cc', context)},
fail_silently=True,
extra_headers=extra_headers,
)
return ticket
def object_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))
# to address bug #832, we wrap all the text in front of the email address in
# double quotes by using replace() on the email string. Then,
# take first item of list, second item of tuple is the actual email address.
# Note that the replace won't work on just an email with no real name,
# but the getaddresses() function seems to be able to handle just unclosed quotes
# correctly. Not ideal, but this seems to work for now.
sender_email = email.utils.getaddresses(['\"' + sender.replace('<', '\" <')])[0][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".*\[" + queue.slug + r"-(?P\d+)\]", 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
full_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 = part.get_payload(decode=True)
# https://github.com/django-helpdesk/django-helpdesk/issues/732
if part['Content-Transfer-Encoding'] == '8bit' and part.get_content_charset() == 'utf-8':
body = body.decode('unicode_escape')
body = decodeUnknown(part.get_content_charset(), body)
# have to use django_settings here so overwritting it works in tests
# the default value is False anyway
if ticket is None and getattr(django_settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False):
# first message in thread, we save full body to avoid losing forwards and things like that
body_parts = []
for f in EmailReplyParser.read(body).fragments:
body_parts.append(f.content)
full_body = '\n\n'.join(body_parts)
body = EmailReplyParser.parse_reply(body)
else:
# second and other reply, save only first part of the message
body = EmailReplyParser.parse_reply(body)
full_body = body
# 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:
try:
email_body = encoding.smart_text(part.get_payload(decode=True))
except UnicodeDecodeError:
email_body = encoding.smart_text(part.get_payload(decode=False))
if not body and not full_body:
# no text has been parsed so far - try such deep parsing for some messages
altered_body = email_body.replace("", "\n").replace("{email_body} "
payload = (
''
'