Example #1
0
    def __init__(self, message, hash_value, uid):
        self.hash_value = hash_value
        self.uid =  uid 
        message = email.message_from_string(message)

        def _get_header_data(key):
            value = message.get(key, '<unknown>')
            value = decode_mail_headers(decodeUnknown(message.get_charset(), value))
            return value
        
        self.subject = _get_header_data('subject').strip()
        self.sender =  parseaddr(message.get('from'))
        
        received = None
        date_str= message.get('date') 
        if date_str:
            date_tuple= parsedate_tz(date_str)
            if date_tuple:
                received=datetime.datetime.fromtimestamp(mktime_tz(date_tuple))
        self.received = received
    
        self.recipients = getaddresses(message.get_all('to', []) + message.get_all('cc', []) + message.get_all('resent-to', []) + message.get_all('resent-cc', []))
        counter = 0
        files = []
        
        body_plain, body_html = '', ''
        
        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
            
        self.body_plain = body_plain
        self.body_html = mark_safe(strip_empty_tags(strip_tags(body_html, ['html', 'head', 'body', 'meta'])))
        self.files = files
Example #2
0
    def process_message(source, message):
        email = message_from_string(message)
        counter = 1

        for part in email.walk():
            disposition = part.get('Content-Disposition', 'none')
            logger.debug('Disposition: %s', disposition)

            if disposition.startswith('attachment'):
                raw_filename = part.get_filename()

                if raw_filename:
                    filename = collapse_rfc2231_value(raw_filename)
                else:
                    filename = _('attachment-%i') % counter
                    counter += 1

                logger.debug('filename: %s', filename)

                file_object = Attachment(part, name=filename)
                source.upload_document(file_object=file_object, label=filename, expand=(source.uncompress == SOURCE_UNCOMPRESS_CHOICE_Y), document_type=source.document_type)
Example #3
0
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
Example #4
0
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
Example #5
0
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 is 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)
                # make plain text more legible when viewing the ticket
                body_html, n = re.subn(r'[\r\n]+', r'', body_html)
                body_html, n = re.subn(r'\>\s+\<', r'><', body_html)
                body_html = body_html.replace("</h1>", "</h1>\n")
                body_html = body_html.replace("</h2>", "</h2>\n")
                body_html = body_html.replace("</h3>", "</h3>\n")
                body_html = body_html.replace("<p>", "\n<p>")
                body_html = body_html.replace("</p>", "</p>\n")
                body_html = body_html.replace("</div>", "</div>\n")
                body_html = body_html.replace("</tr>", "</tr>\n")
                body_html = body_html.replace("</td>", "</td> ")
                body_html = body_html.replace("<table>", "\n<table>")
                body_html = body_html.replace("</table>", "</table>\n")
                body_html = body_html.replace("<br />", "<br />\n")

                try:
                    # strip html tags
                    body_plain = striptags(body_html)
                except DjangoUnicodeDecodeError as e:
                    charset = chardet.detect(body_html)['encoding']
                    body_plain = striptags(unicode(body_html, charset))

                body_plain = unescape(body_plain)
        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
        if body_html:
            body += '\n\n'
            body += _('***Note that HTML tags are stripped out. Please see attachment email_html_body.html for the full html content.')
    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 is 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'))

    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
Example #6
0
    def process_message(source, message):
        counter = 1
        email = message_from_string(message)
        metadata_dictionary = {}

        if source.subject_metadata_type:
            metadata_dictionary[
                source.subject_metadata_type.name
            ] = EmailBaseModel.getheader(email['Subject'])

        if source.from_metadata_type:
            metadata_dictionary[
                source.from_metadata_type.name
            ] = EmailBaseModel.getheader(email['From'])

        for part in email.walk():
            disposition = part.get('Content-Disposition', 'none')
            logger.debug('Disposition: %s', disposition)

            if disposition.startswith('attachment'):
                raw_filename = part.get_filename()

                if raw_filename:
                    filename = collapse_rfc2231_value(raw_filename)
                else:
                    filename = _('attachment-%i') % counter
                    counter += 1

                logger.debug('filename: %s', filename)

                with Attachment(part, name=filename) as file_object:
                    if filename == source.metadata_attachment_name:
                        metadata_dictionary = yaml.safe_load(
                            file_object.read()
                        )
                        logger.debug(
                            'Got metadata dictionary: %s', metadata_dictionary
                        )
                    else:
                        source.handle_upload(
                            document_type=source.document_type,
                            file_object=file_object, label=filename,
                            expand=(
                                source.uncompress == SOURCE_UNCOMPRESS_CHOICE_Y
                            ), metadata_dictionary=metadata_dictionary
                        )
            else:
                logger.debug('No Content-Disposition')

                content_type = part.get_content_type()

                logger.debug('content_type: %s', content_type)

                if content_type == 'text/plain' and source.store_body:
                    content = part.get_payload(decode=True).decode(part.get_content_charset())
                    with ContentFile(content=content, name='email_body.txt') as file_object:
                        source.handle_upload(
                            document_type=source.document_type,
                            file_object=file_object,
                            expand=SOURCE_UNCOMPRESS_CHOICE_N, label='email_body.txt',
                            metadata_dictionary=metadata_dictionary
                        )
Example #7
0
    def process_message(source, message):
        counter = 1
        email = message_from_string(message)
        metadata_dictionary = {}

        if source.subject_metadata_type:
            metadata_dictionary[
                source.subject_metadata_type.name
            ] = EmailBaseModel.getheader(email['Subject'])

        if source.from_metadata_type:
            metadata_dictionary[
                source.from_metadata_type.name
            ] = EmailBaseModel.getheader(email['From'])

        for part in email.walk():
            disposition = part.get('Content-Disposition', 'none')
            logger.debug('Disposition: %s', disposition)

            if disposition.startswith('attachment'):
                raw_filename = part.get_filename()

                if raw_filename:
                    filename = collapse_rfc2231_value(raw_filename)
                else:
                    filename = _('attachment-%i') % counter
                    counter += 1

                logger.debug('filename: %s', filename)

                with Attachment(part, name=filename) as file_object:
                    if filename == source.metadata_attachment_name:
                        metadata_dictionary = yaml.safe_load(
                            file_object.read()
                        )
                        logger.debug(
                            'Got metadata dictionary: %s', metadata_dictionary
                        )
                    else:
                        source.handle_upload(
                            document_type=source.document_type,
                            file_object=file_object, label=filename,
                            expand=(
                                source.uncompress == SOURCE_UNCOMPRESS_CHOICE_Y
                            ), metadata_dictionary=metadata_dictionary
                        )
            else:
                logger.debug('No Content-Disposition')

                content_type = part.get_content_type()

                logger.debug('content_type: %s', content_type)

                if content_type == 'text/plain' and source.store_body:
                    content = part.get_payload(decode=True).decode(part.get_content_charset())
                    with ContentFile(content=content, name='email_body.txt') as file_object:
                        source.handle_upload(
                            document_type=source.document_type,
                            file_object=file_object,
                            expand=SOURCE_UNCOMPRESS_CHOICE_N, label='email_body.txt',
                            metadata_dictionary=metadata_dictionary
                        )
Example #8
0
def object_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_id = matchobj.group('id')
    else:
        ticket_id = 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',
        })

    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

    payload = {
        'body': body,
        'subject': subject,
        'queue': queue,
        'sender_email': sender_email,
        'priority': priority,
        'files': files,
    }


    return create_object_from_email_message(message, ticket_id, payload, files, quiet=quiet)
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