def _send_messages(ticket, queue, followup, files, user=None):
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.settings.get("email_on_ticket_assign", False)
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,
)
def _send_messages(ticket, queue, followup, files, user=None):
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.settings.get('email_on_ticket_assign', False) 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,
)
def _send_messages(ticket, queue, followup, files, user=None):
context = safe_template_context(ticket)
context['comment'] = followup.comment
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,
)
def api_public_add_followup(self):
try:
ticket = Ticket.objects.get(
id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
message = self.request.POST.get('message', None)
public = self.request.POST.get('public', 'n')
if public not in ['y', 'n']:
return api_return(STATUS_ERROR, "Invalid 'public' flag")
if not message:
return api_return(STATUS_ERROR, "Blank message")
f = FollowUp(
ticket=ticket,
date=timezone.now(),
comment=message,
user=self.request.user,
title='Comment Added',
)
if public:
f.public = True
f.save()
context = safe_template_context(ticket)
context['comment'] = f.comment
messages_sent_to = []
if public and ticket.submitter_email:
send_templated_mail(
'updated_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
if public:
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'updated_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'updated_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(
ticket.assigned_to.usersettings.settings,
'email_on_ticket_apichange', False
) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'updated_owner',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.save()
return api_return(STATUS_OK)
def update_ticket(request, ticket_id, public=False):
if not (public or (request.user.is_authenticated() and request.user.is_active and request.user.is_staff)):
return HttpResponseForbidden(_('Sorry, you need to login to do that.'))
ticket = get_object_or_404(Ticket, id=ticket_id)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', '')
public = request.POST.get('public', False)
owner = int(request.POST.get('owner', None))
priority = int(request.POST.get('priority', ticket.priority))
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_staff:
f.user = request.user
f.public = public
reassigned = False
if owner is not None:
if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _('Assigned to %(username)s') % {
'username': new_user.username,
}
ticket.assigned_to = new_user
reassigned = True
elif owner == 0 and ticket.assigned_to is not None:
f.title = _('Unassigned')
ticket.assigned_to = None
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += ' and %s' % ticket.get_status_display()
else:
f.title = '%s' % ticket.get_status_display()
if not f.title:
if f.comment:
f.title = _('Comment')
else:
f.title = _('Updated')
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('attachment'):
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if priority != ticket.priority:
c = TicketChange(
followup=f,
field=_('Priority'),
old_value=ticket.priority,
new_value=priority,
)
c.save()
ticket.priority = priority
if HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
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)
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_submitter'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_submitter'
else:
template = 'updated_submitter'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template,
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
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.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
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,
)
ticket.save()
if request.user.is_staff:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data["queue"]))
t = Ticket(
title=self.cleaned_data["title"],
submitter_email=self.cleaned_data["submitter_email"],
created=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data["body"],
priority=self.cleaned_data["priority"],
due_date=self.cleaned_data["due_date"],
)
if HAS_TAG_SUPPORT:
t.tags = self.cleaned_data["tags"]
if self.cleaned_data["assigned_to"]:
try:
u = User.objects.get(id=self.cleaned_data["assigned_to"])
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
for field, value in self.cleaned_data.items():
if field.startswith("custom_"):
field_name = field.replace("custom_", "")
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t, field=customfield, value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_("Ticket Opened"),
date=datetime.now(),
public=True,
comment=self.cleaned_data["body"],
user=user,
)
if self.cleaned_data["assigned_to"]:
f.title = _("Ticket Opened & Assigned to %(name)s") % {"name": t.get_assigned_to}
f.save()
files = []
if self.cleaned_data["attachment"]:
import mimetypes
file = self.cleaned_data["attachment"]
filename = file.name.replace(" ", "_")
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = safe_template_context(t)
context["comment"] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
"newticket_submitter",
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if (
t.assigned_to
and t.assigned_to != user
and getattr(t.assigned_to.usersettings.settings, "email_on_ticket_assign", False)
and t.assigned_to.email
and t.assigned_to.email not in messages_sent_to
):
send_templated_mail(
"assigned_owner",
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
"newticket_cc",
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if (
q.updated_ticket_cc
and q.updated_ticket_cc != q.new_ticket_cc
and q.updated_ticket_cc not in messages_sent_to
):
send_templated_mail(
"newticket_cc",
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
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
def mass_update(request):
tickets = request.POST.getlist("ticket_id")
action = request.POST.get("action", None)
if not (tickets and action):
return HttpResponseRedirect(reverse("helpdesk_list"))
if action.startswith("assign_"):
parts = action.split("_")
user = User.objects.get(id=parts[1])
action = "assign"
elif action == "take":
user = request.user
action = "assign"
for t in Ticket.objects.filter(id__in=tickets):
if action == "assign" and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(
ticket=t,
date=datetime.now(),
title=_("Assigned to %(username)s in bulk update" % {"username": user.username}),
public=True,
user=request.user,
)
f.save()
elif action == "unassign" and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(
ticket=t, date=datetime.now(), title=_("Unassigned in bulk update"), public=True, user=request.user
)
f.save()
elif action == "close" and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(
ticket=t,
date=datetime.now(),
title=_("Closed in bulk update"),
public=False,
user=request.user,
new_status=Ticket.CLOSED_STATUS,
)
f.save()
elif action == "close_public" and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(
ticket=t,
date=datetime.now(),
title=_("Closed in bulk update"),
public=True,
user=request.user,
new_status=Ticket.CLOSED_STATUS,
)
f.save()
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(resolution=t.resolution, queue=t.queue)
messages_sent_to = []
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,
)
elif action == "delete":
t.delete()
return HttpResponseRedirect(reverse("helpdesk_list"))
def ticket_from_message(message, queue, quiet):
is_cc = False
update = None
# '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))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").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
# Check if we're being CC'ed, in which case we might not want to send emails or filter
dest = decode_mail_headers(decodeUnknown(message.get_charset(), message.get('to', _('Unknown Sender'))))
dest_email = parseaddr(dest)
if (not helpdesk_settings.HELPDESK_EMAIL_CONFIRM_CC or helpdesk_settings.HELPDESK_FILTER_CC_ALTERNATE) \
and dest_email[1] != queue.email_address:
is_cc = True
# If we want to filter CC'd messages to a seperate queue, do so
# Try to filter to a queue based on gmail labels
reset_queue = False
if helpdesk_settings.HELPDESK_FILTER_LABEL_TO_QUEUE:
match_info = re.match(r"^(.*?)\++(?P<label>.*?)@.*", dest_email[1])
if match_info:
try:
new_queue = Queue.objects.get(slug=match_info.group('label').lower())
if new_queue:
logger.info(" ++ Matched label '%s' to queue '%s'" % (match_info.group('label').lower(), new_queue))
queue = new_queue
reset_queue = True
except:
logger.error(" !! Failed to match label '%s' to a queue, not moving message" % match_info.group('label').lower())
# Check we want to filter CCs, but only if we have a queue and
# a queue was not already modified because we matched a label
if helpdesk_settings.HELPDESK_FILTER_CC_ALTERNATE and is_cc and queue.alternate_queue is not None \
and not reset_queue:
logger.info(" ++ We think this is CC'd")
queue = queue.alternate_queue
matchobj = re.match(r"^\[(?P<queue>[-A-Za-z0-9]+)-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
else:
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 == None:
if part.get_content_subtype() == 'plain':
try:
body_plain = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
except: # We could get a unicode exception here, in which case, we really don't know anymore
body_plain = None
else:
body_html = part.get_payload(decode=True)
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()},
)
counter += 1
plain = html = False
if body_plain:
body = body_plain
plain = True
else:
body = _('No plain-text email body available. Please see attachment email_html_body.html.')
if body_html:
html = True
files.append({
'filename': _("email_html_body.html"),
'content': body_html,
'type': 'text/html',
})
now = datetime.now()
if ticket:
try:
t = Ticket.objects.get(id=ticket)
new = False
except Ticket.DoesNotExist:
logger.debug("Didn't find a ticket with ID %s" % 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 == None:
logger.debug("Creating new ticket for email")
t = Ticket(
title=subject,
queue=queue,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
update = ''
elif t.status == Ticket.CLOSED_STATUS:
logger.debug("Reopening ticket")
t.status = Ticket.REOPENED_STATUS
t.save()
f = FollowUp(
ticket = t,
title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date = datetime.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()
if not quiet:
logger.info(" [%s-%s] %s%s" % (t.queue.slug, t.id, t.title, update)).encode('ascii', 'replace')
for file in files:
if file['content']:
filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
filename = re.sub('[^a-zA-Z0-9._-]+', '', 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()
if not quiet:
logger.info(" - %s" % filename)
context = safe_template_context(t)
if new:
if helpdesk_settings.HELPDESK_SEND_SUBMITTER_EMAIL and sender_email and not is_cc:
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
)
if queue.new_ticket_cc and not is_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 and not is_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 and not is_cc:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc and not is_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
return t
def save(self):
"""
Writes and returns a Ticket() object
"""
q = self.cleaned_data["queue"]
t = Ticket(
title=self.cleaned_data["title"],
submitter_email=self.cleaned_data["submitter_email"],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data["body"],
priority=self.cleaned_data["priority"],
due_date=self.cleaned_data["due_date"],
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith("custom_"):
field_name = field.replace("custom_", "", 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t, field=customfield, value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_("Ticket Opened Via Web"),
date=timezone.now(),
public=True,
comment=self.cleaned_data["body"],
)
f.save()
files = []
if self.cleaned_data["attachment"]:
import mimetypes
file = self.cleaned_data["attachment"]
filename = file.name.replace(" ", "_")
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append([a.filename, a.file])
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
"newticket_submitter",
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
"newticket_cc",
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if (
q.updated_ticket_cc
and q.updated_ticket_cc != q.new_ticket_cc
and q.updated_ticket_cc not in messages_sent_to
):
send_templated_mail(
"newticket_cc",
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def api_public_resolve(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
resolution = self.request.POST.get('resolution', None)
if not resolution:
return api_return(STATUS_ERROR, "Blank resolution")
f = FollowUp(
ticket=ticket,
date=datetime.now(),
comment=resolution,
user=self.request.user,
title='Resolved',
public=True,
)
f.save()
context = safe_template_context(ticket)
context['resolution'] = f.comment
subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
messages_sent_to = []
if ticket.submitter_email:
send_templated_mail(
'resolved_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'resolved_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'resolved_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_apichange', False) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'resolved_resolved',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.resoltuion = f.comment
ticket.status = Ticket.RESOLVED_STATUS
ticket.save()
return api_return(STATUS_OK)
def update_ticket(request, ticket_id, public=False):
ticket = get_object_or_404(Ticket, id=ticket_id,owner=request.user)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', ticket.title)
#public = request.POST.get('public', public)
public=True
owner = ticket.owner
#priority = int(request.POST.get('priority', ticket.priority))
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
comment = loader.get_template_from_string(comment).render(Context(context))
#if owner is None and ticket.assigned_to:
# owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
#if request.user.is_authenticated():
f.account = request.user.account
f.public = True
reassigned = False
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += _(u'%(STATUS)s %(USER)s ') % {'USER': request.user.account, 'STATUS': ticket.get_status_display()}
else:
f.title = _(u'%(STATUS)s %(USER)s ') % {'USER': request.user.account, 'STATUS': ticket.get_status_display()}
if not f.title:
if f.comment:
f.title = _(u'Добавлен комментарий от %(USER)s ') % {'USER': request.user.account}
else:
f.title = _(u'Обновлено %(USER)s ') % {'USER': request.user.account}
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('attachment'):
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
ticket.resolution = comment
messages_sent_to = []
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_owner'
else:
template = 'updated_owner'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template,
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
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_to'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_assigned_to'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_assigned_to'
else:
template_staff = 'updated_assigned_to'
if (not reassigned or ( reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
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,
)
ticket.save()
return HttpResponseRedirect(ticket.ticket_url)
def form_valid(self, form):
old_ticket = form.instance
ticket = form.save(commit=False)
no_changes = all([
not self.request.FILES,
not self.request.POST['comment'],
ticket.status == old_ticket.status,
ticket.title == old_ticket.title,
ticket.priority == int(old_ticket.priority),
ticket.due_date == old_ticket.due_date,
ticket.owner_id != old_ticket.owner_id
])
if no_changes:
self.object = old_ticket
return HttpResponseRedirect(self.get_success_url())
ticket.save()
self.object = ticket
followup = FollowUp(
ticket_id=ticket.pk,
date = timezone.now(),
comment = self.request.POST['comment'],
user_id = self.request.user.pk,
public = self.request.POST['public'],
title = ''
)
reassigned = False
if ticket.owner_id != old_ticket.owner_id:
followup.title = _('Asigned to %s' % User.objects.get(id=ticket.owner_id))
reassigned = True
if ticket.status != old_ticket.status:
if followup.title != '':
followup.title += ' and '
followup.title += ticket.get_status_display()
followup.save()
files = []
if self.request.FILES:
import mimetypes, os
for file in self.request.FILES.getlist('attachment'):
filename = file.name.encode('ascii', 'ignore')
a = Attachment(
followup_id=followup.pk,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(filename, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append([a.filename, a.file])
if old_ticket.title != ticket.title:
change = TicketChange(
followup_id=followup.id,
field=_('Title'),
old_value = old_ticket.title,
new_value = ticket.title
)
if old_ticket.priority != ticket.priority:
change = TicketChange(
followup_id=followup.id,
field=_('Priority'),
old_value = old_ticket.priority,
new_value = ticket.priority
)
if old_ticket.due_date != ticket.due_date:
change = TicketChange(
followup_id=followup.id,
field=_('Due on'),
old_value = old_ticket.due_date,
new_value = ticket.due_date
)
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
# this line sometimes creates problems if code is sent as a comment.
# if comment contains some django code, like "why does {% if bla %} crash",
# then the following line will give us a crash, since django expects {% if %}
# to be closed with an {% endif %} tag.
# get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
try:
from django.template import engines
template_func = engines['django'].from_string
except ImportError: # occurs in django < 1.8
template_func = loader.get_template_from_string
# RemovedInDjango110Warning: render() must be called with a dict, not a Context.
if VERSION < (1, 8):
context = Context(context)
comment = template_func(followup.comment).render(context)
if ticket.status in [ Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ]:
if ticket.status == Ticket.RESOLVED_STATUS or ticket.resolution is None:
ticket.resolution = comment
messages_sent_to = []
if followup.public and (followup.comment or
(followup.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if followup.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_'
elif followup.new_status == Ticket.CLOSED_STATUS:
template = 'closed_'
else:
template = 'updated_'
template_suffix = 'submitter'
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)
template_suffix = 'cc'
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 old_ticket.assigned_to_id and self.request.user.pk != ticket.assigned_to_id \
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 followup.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif followup.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
if (not reassigned or \
( reassigned and old_ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) \
or (not reassigned and old_ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
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 followup.new_status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif followup.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,
)
ticket.save()
# auto subscribe user if enabled
if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE:
ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(self.request.user, ticket)
if SHOW_SUBSCRIBE:
subscribe_staff_member_to_ticket(ticket, self.request.user)
return HttpResponseRedirect(self.get_success_url())
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', _('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 = email.utils.parseaddr(sender)[1]
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
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
body = body.encode('ascii').decode(
'unicode_escape') if six.PY3 else 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)
files.append(
SimpleUploadedFile(name,
encoding.smart_bytes(part.get_payload()),
part.get_content_type()))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
body = _(
'No plain-text email body available. Please see attachment "email_html_body.html".'
)
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:
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))
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' successfully added to ticket from email." %
att_file[0])
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
def save(self, followup=None, files=None, send_email=False, *args, **kwargs):
# print('!'*80)
# print('Ticket.save')
if not self.id:
# This is a new ticket as no ID yet exists.
self.created = timezone.now()
if not self.priority:
self.priority = 3
self.modified = timezone.now()
old = None
changed = False
if self.id:
old = Ticket.objects.get(id=self.id)
reassigned = old and old.assigned_to != self.assigned_to
super(Ticket, self).save(*args, **kwargs)
if old:
changed = bool([
1
for f in self._meta.fields
if getattr(old, f.name) != getattr(self, f.name)
])
else:
changed = True
# Select email template based on the type of change.
if reassigned:
template_staff = 'assigned_owner'
elif self.status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif self.status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
messages_sent_to = []
context = safe_template_context(self)
context.update(
resolution=self.resolution,
comment=followup.comment if followup else None,
)
# Send status changes to the submitter.
if send_email and followup and followup.public and (followup.comment or (self.status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if self.status == Ticket.RESOLVED_STATUS:
template = 'resolved_'
elif self.status == Ticket.CLOSED_STATUS:
template = 'closed_'
else:
template = 'updated_'
template_suffix = 'submitter'
if self.submitter_email:
send_templated_mail(
template + template_suffix,
context,
recipients=self.submitter_email,
sender=self.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(self.submitter_email)
# print('messages_sent_to:',messages_sent_to)
template_suffix = 'cc'
for cc in self.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template + template_suffix,
context,
recipients=cc.email_address,
sender=self.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
# print('messages_sent_to:',messages_sent_to)
# Send status updates to CC users.
if send_email and followup and self.queue.updated_ticket_cc \
and self.queue.updated_ticket_cc not in messages_sent_to:
if reassigned:
template_cc = 'assigned_cc'
elif self.status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif self.status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
send_templated_mail(
template_cc,
context,
recipients=self.queue.updated_ticket_cc,
sender=self.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(self.queue.updated_ticket_cc)
# print('messages_sent_to:',messages_sent_to)
# Send reassignment email to the new assigned user.
email_on_ticket_assign = self.assigned_to \
and self.assigned_to.usersettings.settings.get(
'email_on_ticket_assign', False)
email_on_ticket_change = self.assigned_to \
and self.assigned_to.usersettings.settings.get(
'email_on_ticket_change', False)
send_change_email = \
send_email \
and self.assigned_to \
and self.assigned_to.email \
and self.assigned_to.email not in messages_sent_to \
and self.assigned_to.is_staff \
and self.assigned_to.is_active \
and (
(reassigned and email_on_ticket_assign) or
(changed and email_on_ticket_change)
)
# print('send_change_email:',send_change_email)
if send_change_email:
send_templated_mail(
template_staff,
context,
recipients=self.assigned_to.email,
sender=self.queue.from_address,
fail_silently=True,
files=files,
)
def create_object_from_email_message(message, ticket_id, payload, files, quiet):
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)
new = False
except Ticket.DoesNotExist:
ticket = None
# New issue, create a new <Ticket> instance
if ticket is None:
ticket = Ticket.objects.create(
title = payload['subject'],
queue = queue,
submitter_email = sender_email,
created = now,
description = payload['body'],
priority = payload['priority'],
)
ticket.save()
new = True
update = ''
# Old issue being re-openned
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['body'],
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()
if not quiet:
print((" [%s-%s] %s" % (ticket.queue.slug, ticket.id, ticket.title,)).encode('ascii', 'replace'))
for file in files:
if file['content']:
filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
filename = re.sub('[^a-zA-Z0-9._-]+', '', 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()
if not quiet:
print(" - %s" % filename)
context = safe_template_context(ticket)
new_ticket_ccs = []
new_ticket_ccs.append(create_ticket_cc(ticket, to_list))
new_ticket_ccs.append(create_ticket_cc(ticket, cc_list))
notification_template = None
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 in ticket_cc_list :
notifications_to_be_sent.append(email)
if new:
notification_template = 'newticket_cc'
if sender_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=notifications_to_be_sent,
sender=queue.from_address,
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
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,
extra_headers={'In-Reply-To': message_id},
)
else:
notification_template = 'updated_cc'
context.update(comment=f.comment)
if ticket.status == Ticket.REOPENED_STATUS:
update = _(' (Reopened)')
else:
update = _(' (Updated)')
if ticket.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=ticket.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,
)
if queue.enable_notifications_on_email_events:
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=notifications_to_be_sent,
sender=queue.from_address,
fail_silently=True,
)
return ticket
def escalate_tickets(queues, verbose):
""" Only include queues with escalation configured """
queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(
escalate_days=0)
if queues:
queryset = queryset.filter(slug__in=queues)
for q in queryset:
last = date.today() - timedelta(days=q.escalate_days)
today = date.today()
workdate = last
days = 0
while workdate < today:
if EscalationExclusion.objects.filter(date=workdate).count() == 0:
days += 1
workdate = workdate + timedelta(days=1)
req_last_escl_date = date.today() - timedelta(days=days)
if verbose:
print("Processing: %s" % q)
for t in q.ticket_set.filter(
Q(status=Ticket.OPEN_STATUS)
| Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).filter(
Q(on_hold__isnull=True) | Q(on_hold=False)).filter(
Q(last_escalation__lte=req_last_escl_date)
| Q(last_escalation__isnull=True,
created__lte=req_last_escl_date)):
t.last_escalation = timezone.now()
t.priority -= 1
t.save()
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,
)
if verbose:
print(" - Esclating %s from %s>%s" %
(t.ticket, t.priority + 1, t.priority))
f = FollowUp(
ticket=t,
title='Ticket Escalated',
date=timezone.now(),
public=True,
comment=_('Ticket escalated after %s days' % q.escalate_days),
)
f.save()
tc = TicketChange(
followup=f,
field=_('Priority'),
old_value=t.priority + 1,
new_value=t.priority,
)
tc.save()
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = self.cleaned_data['queue']
t = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['description'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
if HAS_TAGGING_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
u = self.cleaned_data['assigned_to']
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
if HAS_TAGGIT_SUPPORT:
t.tags.set(*self.cleaned_data['tags'])
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_('Ticket Opened'),
date=datetime.now(),
public=True,
comment=self.cleaned_data['description']
if helpdesk_settings.HELPDESK_INCLUDE_DESCRIPTION_IN_FOLLOWUP else
None,
user=user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE',
512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to != user and getattr(
t.assigned_to.usersettings.settings, 'email_on_ticket_assign',
False
) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def save(self,
followup=None,
files=None,
send_email=False,
*args,
**kwargs):
if not self.id:
# This is a new ticket as no ID yet exists.
self.created = timezone.now()
if not self.priority:
self.priority = 3
self.modified = timezone.now()
old = None
changed = False
if self.id:
old = Ticket.objects.get(id=self.id)
reassigned = old and old.assigned_to != self.assigned_to
super(Ticket, self).save(*args, **kwargs)
if old:
changed = bool([
1 for f in self._meta.fields
if getattr(old, f.name) != getattr(self, f.name)
])
else:
changed = True
# Select email template based on the type of change.
if reassigned:
template_staff = 'assigned_owner'
elif self.status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif self.status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
messages_sent_to = []
context = safe_template_context(self)
context.update(
resolution=self.resolution,
comment=followup.comment if followup else None,
)
# Send status changes to the submitter.
if send_email and followup and followup.public and (
followup.comment or
(self.status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if self.status == Ticket.RESOLVED_STATUS:
template = 'resolved_'
elif self.status == Ticket.CLOSED_STATUS:
template = 'closed_'
else:
template = 'updated_'
template_suffix = 'submitter'
if self.submitter_email:
send_templated_mail(
template + template_suffix,
context,
recipients=self.submitter_email,
sender=self.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(self.submitter_email)
template_suffix = 'cc'
for cc in self.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template + template_suffix,
context,
recipients=cc.email_address,
sender=self.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
# Send status updates to CC users.
if send_email and followup and self.queue.updated_ticket_cc \
and self.queue.updated_ticket_cc not in messages_sent_to:
if reassigned:
template_cc = 'assigned_cc'
elif self.status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif self.status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
send_templated_mail(
template_cc,
context,
recipients=self.queue.updated_ticket_cc,
sender=self.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(self.queue.updated_ticket_cc)
# Send reassignment email to the new assigned user.
email_on_ticket_assign = self.assigned_to \
and self.assigned_to.usersettings.settings.get(
'email_on_ticket_assign', False)
email_on_ticket_change = self.assigned_to \
and self.assigned_to.usersettings.settings.get(
'email_on_ticket_change', False)
send_change_email = send_email \
and self.assigned_to \
and self.assigned_to.email \
and self.assigned_to.email not in messages_sent_to \
and self.assigned_to.is_staff \
and self.assigned_to.is_active \
and (
(reassigned and email_on_ticket_assign) or
(changed and email_on_ticket_change)
)
if send_change_email:
send_templated_mail(
template_staff,
context,
recipients=self.assigned_to.email,
sender=self.queue.from_address,
fail_silently=True,
files=files,
)
def mass_update(request):
tickets = request.POST.getlist('ticket_id')
action = request.POST.get('action', None)
if not (tickets and action):
return HttpResponseRedirect(reverse('helpdesk_list'))
if action.startswith('assign_'):
parts = action.split('_')
user = User.objects.get(id=parts[1])
action = 'assign'
elif action == 'take':
user = request.user
action = 'assign'
for t in Ticket.objects.filter(id__in=tickets):
if action == 'assign' and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Assigned to %(username)s in bulk update' % {'username': user.username}), public=True, user=request.user)
f.save()
elif action == 'unassign' and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Unassigned in bulk update'), public=True, user=request.user)
f.save()
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Closed in bulk update'), public=False, user=request.user, new_status=Ticket.CLOSED_STATUS)
f.save()
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS)
f.save()
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(
resolution = t.resolution,
queue = t.queue,
)
messages_sent_to = []
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,
)
elif action == 'delete':
t.delete()
return HttpResponseRedirect(reverse('helpdesk_list'))
def update_ticket(request, ticket_id, public=False):
if not (
public
or (
request.user.is_authenticated()
and request.user.is_active
and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)
)
):
return HttpResponseForbidden(_("Sorry, you need to login to do that."))
ticket = get_object_or_404(Ticket, id=ticket_id)
comment = request.POST.get("comment", "")
new_status = int(request.POST.get("new_status", ticket.status))
title = request.POST.get("title", "")
public = request.POST.get("public", False)
owner = int(request.POST.get("owner", None))
priority = int(request.POST.get("priority", ticket.priority))
due_year = int(request.POST.get("due_date_year"))
due_month = int(request.POST.get("due_date_month"))
due_day = int(request.POST.get("due_date_day"))
due_date = datetime(due_year, due_month, due_day) if due_year and due_month and due_day else ticket.due_date
tags = request.POST.get("tags", "")
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
# this line sometimes creates problems if code is sent as a comment.
# if comment contains some django code, like "why does {% if bla %} crash",
# then the following line will give us a crash, since django expects {% if %}
# to be closed with an {% endif %} tag.
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
f.user = request.user
f.public = public
reassigned = False
if owner is not None:
if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _("Assigned to %(username)s") % {"username": new_user.username}
ticket.assigned_to = new_user
reassigned = True
# user changed owner to 'unassign'
elif owner == 0 and ticket.assigned_to is not None:
f.title = _("Unassigned")
ticket.assigned_to = None
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += " and %s" % ticket.get_status_display()
else:
f.title = "%s" % ticket.get_status_display()
if not f.title:
if f.comment:
f.title = _("Comment")
else:
f.title = _("Updated")
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist("attachment"):
filename = file.name.replace(" ", "_")
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
if title != ticket.title:
c = TicketChange(followup=f, field=_("Title"), old_value=ticket.title, new_value=title)
c.save()
ticket.title = title
if priority != ticket.priority:
c = TicketChange(followup=f, field=_("Priority"), old_value=ticket.priority, new_value=priority)
c.save()
ticket.priority = priority
if due_date != ticket.due_date:
c = TicketChange(followup=f, field=_("Due on"), old_value=ticket.due_date, new_value=due_date)
if helpdesk_settings.HELPDESK_UPDATE_CALENDAR:
from helpdesk import calendars
calendars.update_calendar(request, search_date=ticket.due_date)
c.save()
ticket.due_date = due_date
if HAS_TAGGING_SUPPORT:
if tags != ticket.tags:
c = TicketChange(followup=f, field=_("Tags"), old_value=ticket.tags, new_value=tags)
c.save()
ticket.tags = tags
if HAS_TAGGIT_SUPPORT:
old_tags = [tag.name for tag in ticket.tags.all()]
old_tags.sort()
new_tags = tags.replace(" ", "").strip(",").split(",")
new_tags.sort()
if new_tags != old_tags:
c = TicketChange(followup=f, field=_("Tags"), old_value=", ".join(old_tags), new_value=", ".join(new_tags))
c.save()
ticket.tags.set(*new_tags)
if new_status in [Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS]:
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)
context.update(resolution=ticket.resolution, comment=f.comment)
if (
ticket.submitter_email
and public
and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS)))
):
if f.new_status == Ticket.RESOLVED_STATUS:
template = "resolved_submitter"
elif f.new_status == Ticket.CLOSED_STATUS:
template = "closed_submitter"
else:
template = "updated_submitter"
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template, context, recipients=cc.email_address, sender=ticket.queue.from_address, fail_silently=True
)
messages_sent_to.append(cc.email_address)
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.settings.get("email_on_ticket_assign", False))
) or (not reassigned and ticket.assigned_to.usersettings.settings.get("email_on_ticket_change", False)):
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,
)
ticket.save()
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
if q.default_owner and not t.assigned_to:
t.assigned_to = q.default_owner
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_('Ticket Opened Via Web'),
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
)
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE',
512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append([a.filename, a.file])
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and \
t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
t.assigned_to.email and \
t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and \
q.updated_ticket_cc != q.new_ticket_cc and \
q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
class TicketForm(forms.Form):
queue = forms.ChoiceField(label=_('Queue'), required=True, choices=())
title = forms.CharField(
max_length=100,
required=True,
widget=forms.TextInput(attrs={'size': '60'}),
label=_('Summary of the problem'),
)
submitter_email = forms.EmailField(
required=False,
label=_('Submitter E-Mail Address'),
widget=forms.TextInput(attrs={'size': '60'}),
help_text=_('This e-mail address will receive copies of all public '
'updates to this ticket.'),
)
error_msg = forms.CharField(
widget=forms.Textarea(attrs={
'cols': 47,
'rows': 4
}),
label=_('Error Message'),
required=False,
help_text=
_('Was an error message displaced? Please copy and paste this error message here. '
),
)
body = forms.CharField(
widget=forms.Textarea(attrs={
'cols': 47,
'rows': 7
}),
label=_('Description of Issue'),
required=True,
)
assigned_to = forms.ChoiceField(
choices=(),
required=False,
label=_('Case owner'),
help_text=_('If you select an owner other than yourself, they\'ll be '
'e-mailed details of this ticket immediately.'),
)
priority = forms.ChoiceField(
choices=Ticket.PRIORITY_CHOICES,
required=False,
initial='3',
label=_('Priority'),
help_text=_('Please select a priority carefully. If unsure, leave it '
'as \'3\'.'),
)
type = forms.ChoiceField(
choices=Ticket.TICKET_TYPE,
required=True,
initial='3',
label=_('Type of Ticket'),
help_text=_(
'Enhancements requests or Bugs/Problems with Tola software.'),
)
due_date = forms.DateTimeField(
widget=extras.SelectDateWidget,
required=False,
label=_('Due on'),
)
tags = forms.ModelMultipleChoiceField(
queryset=Tag.objects.all(),
widget=M2MSelect,
required=False,
)
def clean_due_date(self):
data = self.cleaned_data['due_date']
#TODO: add Google calendar update hook
#if not hasattr(self, 'instance') or self.instance.due_date != new_data:
# print "you changed!"
return data
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form
"""
super(TicketForm, self).__init__(*args, **kwargs)
for field in CustomField.objects.all():
instanceargs = {
'label': field.label,
'help_text': field.help_text,
'required': field.required,
}
self.customfield_to_field(field, instanceargs)
#Crispy Form Helper to add Bootstrap and layout
helper = FormHelper()
helper.form_method = 'post'
helper.form_class = 'form-horizontal'
helper.label_class = 'col-sm-3'
helper.field_class = 'col-sm-8'
helper.form_error_title = 'Form Errors'
helper.error_text_inline = True
helper.help_text_inline = True
helper.html5_required = True
helper.form_tag = False
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
org = Organization.objects.get(id=1)
t = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
organization=org,
description=self.cleaned_data['body'],
error_msg=self.cleaned_data['error_msg'],
priority=self.cleaned_data['priority'],
type=self.cleaned_data['type'],
due_date=self.cleaned_data['due_date'])
t.assigned_to = None
if self.cleaned_data['assigned_to']:
try:
u = User.objects.get(id=self.cleaned_data['assigned_to'])
t.assigned_to = u
except User.DoesNotExist:
pass
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
ticket = t
user = None
try:
user = t.assigned_to
except Exception, e:
pass
f = FollowUp(
ticket=ticket,
title=_('Ticket Opened'),
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
user=user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
# f.save()
context = safe_template_context(t)
context['comment'] = f.comment
#send email notifications for new ticket
messages_sent_to = []
if t.submitter_email:
email(t, t.description, "NEW", t.submitter_email)
messages_sent_to.append(t.submitter_email)
try:
if t.assigned_to and t.assigned_to != user and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
email(t, t.description, "NEW", t.assigned_to.email)
messages_sent_to.append(t.assigned_to.email)
except Exception, e:
pass
def form_valid(self, form):
form.instance.created = timezone.now()
form.instance.status = Ticket.OPEN_STATUS
self.object = form.save()
t = self.object
f = FollowUp( ticket_id = t.id,
title = _('Ticket Opened'),
date = timezone.now(),
public = True,
comment = '',
user_id = t.assigned_to_id
)
if t.assigned_to_id:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to.get_full_name()
}
f.save()
files = []
if form.cleaned_data.get('attachment'):
import mimetypes
file = form.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
try:
files.append([a.filename, a.file])
except NotImplementedError:
pass
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
#if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
if t.assigned_to and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) \
and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if t.queue.new_ticket_cc and t.queue.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=t.queue.new_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.queue.new_ticket_cc)
if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc != t.queue.new_ticket_cc \
and t.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
files=files,
)
return HttpResponseRedirect(self.get_success_url())
def ticket_from_message(message, queue, quiet):
# '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))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_name = parseaddr(sender)[0]
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"^\[(?P<queue>[-A-Za-z0-9]+)-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
else:
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 == None:
if part.get_content_subtype() == 'plain':
body_plain = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
else:
body_html = part.get_payload(decode=True)
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()},
)
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 = datetime.now()
if ticket:
try:
t = Ticket.objects.get(id=ticket)
new = False
except Ticket.DoesNotExist:
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
update = ''
if ticket == None:
t = Ticket(
title=subject,
queue=queue,
submitter_name=sender_name,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
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 = datetime.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()
if not quiet:
print (" [%s-%s] %s%s" % (t.queue.slug, t.id, t.title, update)).encode('ascii', 'replace')
for file in files:
if file['content']:
filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
filename = re.sub('[^a-zA-Z0-9._-]+', '', 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()
if not quiet:
print " - %s" % 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
def ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message)
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 = email.utils.parseaddr(sender)[1]
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
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))
)
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)
files.append(SimpleUploadedFile(name, encoding.smart_bytes(part.get_payload()), part.get_content_type()))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
body = _('No plain-text email body available. Please see attachment "email_html_body.html".')
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:
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))
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' successfully added to ticket from email." % att_file[0])
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
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 <Ticket> 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
update = ''
# 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['body'],
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 in ticket_cc_list:
notifications_to_be_sent.append(email)
# send mail to appropriate people now depending on what objects
# were created and who was CC'd
if new:
ticket.send(
{
'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)
},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
else:
context.update(comment=f.comment)
ticket.send(
{
'submitter': ('newticket_submitter', context),
'assigned_to': ('updated_owner', context)
},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
if queue.enable_notifications_on_email_events:
ticket.send(
{'ticket_cc': ('updated_cc', context)},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
return ticket
def update_ticket(request, ticket_id, public=False):
if not (public or (request.user.is_authenticated()
and request.user.is_active and request.user.is_staff)):
return HttpResponseForbidden(_('Sorry, you need to login to do that.'))
ticket = get_object_or_404(Ticket, id=ticket_id)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', ticket.title)
public = request.POST.get('public', public)
owner = int(request.POST.get('owner', 0))
priority = int(request.POST.get('priority', ticket.priority))
tags = request.POST.get('tags', '')
if public:
ticket.notify_owner = True
else:
ticket.notify_owner = False
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_authenticated():
f.user = request.user
f.public = public
reassigned = False
if owner is not None:
if owner != 0 and (
(ticket.assigned_to and owner != ticket.assigned_to.id)
or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _('Assigned to %(username)s') % {
'username': new_user.username,
}
ticket.assigned_to = new_user
reassigned = True
elif owner == 0 and ticket.assigned_to is not None:
f.title = _('Unassigned')
ticket.assigned_to = None
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += ' and %s' % ticket.get_status_display()
else:
f.title = '%s' % ticket.get_status_display()
if not f.title:
if f.comment:
f.title = _('Comment')
else:
f.title = _('Updated')
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('attachment'):
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE',
512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if priority != ticket.priority:
c = TicketChange(
followup=f,
field=_('Priority'),
old_value=ticket.priority,
new_value=priority,
)
c.save()
ticket.priority = priority
if HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
ticket.resolution = comment
messages_sent_to = []
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if ticket.submitter_email and public and (
f.comment or
(f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_owner'
else:
template = 'updated_owner'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template,
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.assigned_to and request.user.account != 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_to'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_asigned_to'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_assigned_to'
else:
template_staff = 'updated_assigned_to'
if (not reassigned or
(reassigned and ticket.assigned_to.usersettings.settings.get(
'email_on_ticket_assign', False))) or (
not reassigned
and ticket.assigned_to.usersettings.settings.get(
'email_on_ticket_change', False)):
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,
)
ticket.save()
if request.user.is_staff:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket( title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
if HAS_TAG_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
u = User.objects.get(id=self.cleaned_data['assigned_to'])
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp( ticket = t,
title = _('Ticket Opened'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
user = user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(title = 'public')
t = Ticket(
title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = 3,
due_date = None,
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket = t,
title = _('Ticket Opened Via Web'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
)
f.save()
files = []
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def escalate_tickets(queues, verbose):
""" Only include queues with escalation configured """
queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
if queues:
queryset = queryset.filter(slug__in=queues)
for q in queryset:
last = date.today() - timedelta(days=q.escalate_days)
today = date.today()
workdate = last
days = 0
while workdate < today:
if EscalationExclusion.objects.filter(date=workdate).count() == 0:
days += 1
workdate = workdate + timedelta(days=1)
req_last_escl_date = date.today() - timedelta(days=days)
if verbose:
print "Processing: %s" % q
for t in q.ticket_set.filter(
Q(status=Ticket.OPEN_STATUS)
| Q(status=Ticket.REOPENED_STATUS)
).exclude(
priority=1
).filter(
Q(on_hold__isnull=True)
| Q(on_hold=False)
).filter(
Q(last_escalation__lte=req_last_escl_date)
| Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
):
t.last_escalation = timezone.now()
t.priority -= 1
t.save()
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,
)
if verbose:
print " - Esclating %s from %s>%s" % (
t.ticket,
t.priority+1,
t.priority
)
f = FollowUp(
ticket = t,
title = 'Ticket Escalated',
date=timezone.now(),
public=True,
comment=_('Ticket escalated after %s days' % q.escalate_days),
)
f.save()
tc = TicketChange(
followup = f,
field = _('Priority'),
old_value = t.priority + 1,
new_value = t.priority,
)
tc.save()
def update_ticket(request, ticket_id, public=False):
if not (public or
(request.user.is_authenticated() and request.user.is_active and
(request.user.is_staff
or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
return HttpResponseForbidden(_('Sorry, you need to login to do that.'))
ticket = get_object_or_404(Ticket, id=ticket_id)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', '')
public = request.POST.get('public', False)
owner = int(request.POST.get('owner', None))
priority = int(request.POST.get('priority', ticket.priority))
due_year = int(request.POST.get('due_date_year'))
due_month = int(request.POST.get('due_date_month'))
due_day = int(request.POST.get('due_date_day'))
due_date = datetime(
due_year, due_month,
due_day) if due_year and due_month and due_day else ticket.due_date
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
# this line sometimes creates problems if code is sent as a comment.
# if comment contains some django code, like "why does {% if bla %} crash",
# then the following line will give us a crash, since django expects {% if %}
# to be closed with an {% endif %} tag.
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
f.user = request.user
f.public = public
reassigned = False
if owner is not None:
if owner != 0 and (
(ticket.assigned_to and owner != ticket.assigned_to.id)
or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _('Assigned to %(username)s') % {
'username': new_user.username,
}
ticket.assigned_to = new_user
reassigned = True
# user changed owner to 'unassign'
elif owner == 0 and ticket.assigned_to is not None:
f.title = _('Unassigned')
ticket.assigned_to = None
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += ' and %s' % ticket.get_status_display()
else:
f.title = '%s' % ticket.get_status_display()
if not f.title:
if f.comment:
f.title = _('Comment')
else:
f.title = _('Updated')
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('attachment'):
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE',
512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if priority != ticket.priority:
c = TicketChange(
followup=f,
field=_('Priority'),
old_value=ticket.priority,
new_value=priority,
)
c.save()
ticket.priority = priority
if due_date != ticket.due_date:
c = TicketChange(
followup=f,
field=_('Due on'),
old_value=ticket.due_date,
new_value=due_date,
)
if helpdesk_settings.HELPDESK_UPDATE_CALENDAR:
from helpdesk import calendars
calendars.update_calendar(request, search_date=ticket.due_date)
c.save()
ticket.due_date = due_date
if HAS_TAGGING_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if HAS_TAGGIT_SUPPORT:
old_tags = [tag.name for tag in ticket.tags.all()]
old_tags.sort()
new_tags = tags.replace(' ', '').strip(',').split(',')
new_tags.sort()
if new_tags != old_tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=', '.join(old_tags),
new_value=', '.join(new_tags),
)
c.save()
ticket.tags.set(*new_tags)
if new_status in [Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS]:
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)
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if ticket.submitter_email and public and (
f.comment or
(f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_submitter'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_submitter'
else:
template = 'updated_submitter'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template,
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
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.settings.get(
'email_on_ticket_assign', False))) or (
not reassigned
and ticket.assigned_to.usersettings.settings.get(
'email_on_ticket_change', False)):
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,
)
ticket.save()
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
def api_public_resolve(self):
try:
ticket = Ticket.objects.get(
id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
resolution = self.request.POST.get('resolution', None)
if not resolution:
return api_return(STATUS_ERROR, "Blank resolution")
f = FollowUp(
ticket=ticket,
date=timezone.now(),
comment=resolution,
user=self.request.user,
title='Resolved',
public=True,
)
f.save()
context = safe_template_context(ticket)
context['resolution'] = f.comment
subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
messages_sent_to = []
if ticket.submitter_email:
send_templated_mail(
'resolved_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'resolved_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'resolved_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(
ticket.assigned_to.usersettings.settings,
'email_on_ticket_apichange', False
) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'resolved_resolved',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.resoltuion = f.comment
ticket.status = Ticket.RESOLVED_STATUS
ticket.save()
return api_return(STATUS_OK)
def mass_update(request):
tickets = request.POST.getlist('ticket_id')
action = request.POST.get('action', None)
if not (tickets and action):
return HttpResponseRedirect(reverse('helpdesk_list'))
if action.startswith('assign_'):
parts = action.split('_')
user = User.objects.get(id=parts[1])
action = 'assign'
elif action == 'take':
user = request.user
action = 'assign'
for t in Ticket.objects.filter(id__in=tickets):
if action == 'assign' and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Assigned to %(username)s in bulk update' %
{'username': user.username}),
public=True,
user=request.user)
f.save()
elif action == 'unassign' and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Unassigned in bulk update'),
public=True,
user=request.user)
f.save()
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Closed in bulk update'),
public=False,
user=request.user,
new_status=Ticket.CLOSED_STATUS)
f.save()
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Closed in bulk update'),
public=True,
user=request.user,
new_status=Ticket.CLOSED_STATUS)
f.save()
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(
resolution=t.resolution,
queue=t.queue,
)
messages_sent_to = []
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,
)
elif action == 'delete':
t.delete()
return HttpResponseRedirect(reverse('helpdesk_list'))
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(
title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = datetime.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket = t,
title = _('Ticket Opened Via Web'),
date = datetime.now(),
public = True,
comment = self.cleaned_data['body'],
)
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def api_public_add_followup(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
message = self.request.POST.get('message', None)
public = self.request.POST.get('public', 'n')
if public not in ['y', 'n']:
return api_return(STATUS_ERROR, "Invalid 'public' flag")
if not message:
return api_return(STATUS_ERROR, "Blank message")
f = FollowUp(
ticket=ticket,
date=datetime.now(),
comment=message,
user=self.request.user,
title='Comment Added',
)
if public:
f.public = True
f.save()
context = safe_template_context(ticket)
context['comment'] = f.comment
messages_sent_to = []
if public and ticket.submitter_email:
send_templated_mail(
'updated_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
if public:
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'updated_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'updated_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_apichange', False) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'updated_owner',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.save()
return api_return(STATUS_OK)
def ticket_from_message(message, queue, quiet):
# '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))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace(
"RE: ", "").replace("FW: ", "").replace("Automatic reply: ",
"").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')
else:
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 == None:
if part.get_content_subtype() == 'plain':
body_plain = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(),
part.get_payload(decode=True)))
else:
body_html = part.get_payload(decode=True)
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()
}, )
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
except Ticket.DoesNotExist:
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 == None:
t = Ticket(
title=subject,
queue=queue,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
update = ''
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()
if not quiet:
print(" [%s-%s] %s" % (
t.queue.slug,
t.id,
t.title,
)).encode('ascii', 'replace')
print files
for file in files:
print file
if file['content']:
filename = file['filename'].encode('ascii',
'replace').replace(' ', '_')
print filename
filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
print 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()
if not quiet:
print " - %s" % 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
def form_valid(self, form):
self.object = form.save(True)
t = self.object
q = t.queue
for field, value in form.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfields = CustomField.objects.filter(customfieldset__queue_id=form.cleaned_data['queue'])
for customfield in customfields:
if customfield.name == field_name:
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
cfs = CustomFieldSet(queue_id=q.pk,
field=customfield)
cfs.save()
f = FollowUp(
ticket_id = t.pk,
title = _('Ticket Opened'),
date = timezone.now(),
public = True,
comment = form.cleaned_data['body'],
user_id = t.assigned_to_id
)
if form.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
f.save()
files = []
if form.cleaned_data['attachment']:
import mimetypes
file = form.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup_id=f.pk,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
try:
files.append([a.filename, a.file])
except NotImplementedError:
pass
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to != self.request.user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return HttpResponseRedirect(self.get_success_url())