mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
synced 2024-11-26 01:43:10 +01:00
494 lines
17 KiB
Python
494 lines
17 KiB
Python
#!/usr/bin/python
|
|
"""
|
|
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
|
|
|
|
(c) Copyright 2008 Jutda. 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)
|
|
"""
|
|
|
|
import email
|
|
import imaplib
|
|
import mimetypes
|
|
import poplib
|
|
import re
|
|
import socket
|
|
from os import listdir, unlink
|
|
from os.path import isfile, join
|
|
|
|
from datetime import timedelta
|
|
from email.header import decode_header
|
|
from email.utils import parseaddr, collapse_rfc2231_value
|
|
from optparse import make_option
|
|
|
|
from email_reply_parser import EmailReplyParser
|
|
|
|
from django import VERSION
|
|
from django.core.files.base import ContentFile
|
|
from django.core.management.base import BaseCommand
|
|
from django.db.models import Q
|
|
from django.utils.translation import ugettext as _
|
|
from django.utils import six
|
|
from helpdesk import settings
|
|
|
|
try:
|
|
from django.utils import timezone
|
|
except ImportError:
|
|
from datetime import datetime as timezone
|
|
|
|
from helpdesk.lib import send_templated_mail, safe_template_context
|
|
from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
|
|
|
|
import logging
|
|
from time import ctime
|
|
|
|
|
|
STRIPPED_SUBJECT_STRINGS = [
|
|
"Re: ",
|
|
"Fw: ",
|
|
"RE: ",
|
|
"FW: ",
|
|
"Automatic reply: ",
|
|
]
|
|
|
|
|
|
class Command(BaseCommand):
|
|
|
|
def __init__(self):
|
|
BaseCommand.__init__(self)
|
|
|
|
help = 'Process django-helpdesk queues and process e-mails via POP3/IMAP or ' \
|
|
'from a local mailbox directory as required, feeding them into the helpdesk.'
|
|
|
|
def add_arguments(self, parser):
|
|
parser.add_argument(
|
|
'--quiet',
|
|
action='store_true',
|
|
dest='quiet',
|
|
default=False,
|
|
help='Hide details about each queue/message as they are processed',
|
|
)
|
|
|
|
def handle(self, *args, **options):
|
|
quiet = options.get('quiet', False)
|
|
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(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)
|
|
|
|
if not q.email_box_interval:
|
|
q.email_box_interval = 0
|
|
|
|
queue_time_delta = timedelta(minutes=q.email_box_interval)
|
|
|
|
if (q.email_box_last_check + queue_time_delta) > timezone.now():
|
|
continue
|
|
|
|
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
|
|
else:
|
|
if six.PY2:
|
|
socket.socket = socket._socketobject
|
|
elif six.PY3:
|
|
import _socket
|
|
socket.socket = _socket.socket
|
|
|
|
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 %s messages from POP3 server" % str(len(messagesInfo)))
|
|
|
|
for msg in messagesInfo:
|
|
msgNum = msg.split(" ")[0]
|
|
logger.info("Processing message %s" % str(msgNum))
|
|
|
|
full_message = "\n".join(server.retr(msgNum)[1])
|
|
ticket = ticket_from_message(message=full_message, queue=q)
|
|
|
|
if ticket:
|
|
server.dele(msgNum)
|
|
logger.info("Successfully processed message %s, deleted from POP3 server" % str(msgNum))
|
|
else:
|
|
logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % str(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")
|
|
|
|
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)
|
|
|
|
status, data = server.search(None, 'NOT', 'DELETED')
|
|
if data:
|
|
msgnums = data[0].split()
|
|
logger.info("Received %s messages from IMAP server" % str(len(msgnums)))
|
|
for num in msgnums:
|
|
logger.info("Processing message %s" % str(num))
|
|
status, data = server.fetch(num, '(RFC822)')
|
|
ticket = ticket_from_message(message=data[0][1], queue=q)
|
|
if ticket:
|
|
server.store(num, '+FLAGS', '\\Deleted')
|
|
logger.info("Successfully processed message %s, deleted from IMAP server" % str(msgNum))
|
|
else:
|
|
logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % str(msgNum))
|
|
|
|
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 %s messages in local mailbox directory" % str(len(mail)))
|
|
for m in mail:
|
|
logger.info("Processing message %s" % str(m))
|
|
f = open(m, 'r')
|
|
ticket = ticket_from_message(message=f.read(), queue=q, logger=logger)
|
|
if ticket:
|
|
logger.info("Successfully processed message %s, ticket/comment created." % str(m))
|
|
try:
|
|
#unlink(m) #delete message file if ticket was successful
|
|
logger.info("Successfully deleted message %s." % str(m))
|
|
except:
|
|
logger.error("Unable to delete message %s." % str(m))
|
|
else:
|
|
logger.warn("Message %s was not successfully processed, and will be left in local directory" % str(m))
|
|
|
|
|
|
def decodeUnknown(charset, string):
|
|
if six.PY2:
|
|
if not charset:
|
|
try:
|
|
return string.decode('utf-8', 'ignore')
|
|
except:
|
|
return string.decode('iso8859-1', 'ignore')
|
|
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:
|
|
return str(string, encoding='iso8859-1', errors='replace')
|
|
return str(string, encoding=charset)
|
|
return string
|
|
|
|
|
|
def decode_mail_headers(string):
|
|
decoded = decode_header(string)
|
|
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.
|
|
msg = message
|
|
message = email.message_from_string(msg)
|
|
subject = message.get('subject', _('Created 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 = parseaddr(sender)[1]
|
|
|
|
body_plain, body_html = '', ''
|
|
|
|
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".*\[" + queue.slug + "-(?P<id>\d+)\]", 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
|
|
|
|
counter = 0
|
|
files = []
|
|
|
|
for part in message.walk():
|
|
if part.get_content_maintype() == 'multipart':
|
|
continue
|
|
|
|
name = part.get_param("name")
|
|
if name:
|
|
name = collapse_rfc2231_value(name)
|
|
|
|
if part.get_content_maintype() == 'text' and name is None:
|
|
if part.get_content_subtype() == 'plain':
|
|
body_plain = EmailReplyParser.parse_reply(
|
|
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
|
|
logger.debug("Discovered plain text MIME part")
|
|
else:
|
|
body_html = part.get_payload(decode=True)
|
|
logger.debug("Discovered HTML MIME part")
|
|
else:
|
|
if not name:
|
|
ext = mimetypes.guess_extension(part.get_content_type())
|
|
name = "part-%i%s" % (counter, ext)
|
|
|
|
files.append({
|
|
'filename': name,
|
|
'content': part.get_payload(decode=True),
|
|
'type': part.get_content_type()},
|
|
)
|
|
logger.debug("Found MIME attachment %s" % name)
|
|
|
|
counter += 1
|
|
|
|
if body_plain:
|
|
body = body_plain
|
|
else:
|
|
body = _('No plain-text email body available. Please see attachment "email_html_body.html".')
|
|
|
|
if body_html:
|
|
files.append({
|
|
'filename': _("email_html_body.html"),
|
|
'content': body_html,
|
|
'type': 'text/html',
|
|
})
|
|
|
|
now = timezone.now()
|
|
|
|
if ticket:
|
|
try:
|
|
t = Ticket.objects.get(id=ticket)
|
|
new = False
|
|
logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
|
|
except Ticket.DoesNotExist:
|
|
logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
|
|
ticket = None
|
|
|
|
priority = 3
|
|
|
|
smtp_priority = message.get('priority', '')
|
|
smtp_importance = message.get('importance', '')
|
|
|
|
high_priority_types = ('high', 'important', '1', 'urgent')
|
|
|
|
if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
|
|
priority = 2
|
|
|
|
if ticket is None:
|
|
t = Ticket(
|
|
title=subject,
|
|
queue=queue,
|
|
submitter_email=sender_email,
|
|
created=now,
|
|
description=body,
|
|
priority=priority,
|
|
)
|
|
t.save()
|
|
new = True
|
|
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
|
|
|
|
elif t.status == Ticket.CLOSED_STATUS:
|
|
t.status = Ticket.REOPENED_STATUS
|
|
t.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,))
|
|
|
|
for file in files:
|
|
if file['content']:
|
|
if six.PY2:
|
|
filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
|
|
elif six.PY3:
|
|
filename = file['filename'].replace(' ', '_')
|
|
filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
|
|
logger.info("Found attachment '%s'" % filename)
|
|
a = Attachment(
|
|
followup=f,
|
|
filename=filename,
|
|
mime_type=file['type'],
|
|
size=len(file['content']),
|
|
)
|
|
a.file.save(filename, ContentFile(file['content']), save=False)
|
|
a.save()
|
|
logger.info("Attachment '%s' successfully added to ticket." % filename)
|
|
|
|
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.status == Ticket.REOPENED_STATUS:
|
|
# update = _(' (Reopened)')
|
|
# else:
|
|
# update = _(' (Updated)')
|
|
|
|
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()
|