def setUp(self): q = Queue(title='Q1', slug='q1') q.save() t = Ticket(title='Test Ticket', submitter_email='*****@*****.**') t.queue = q t.save() self.ticket = t
def ticketSubmit(request): if not isDropbears(request.user): return render(request, 'error.html', { 'title': '403 - Forbidden', 'description': 'You are not a member.' }) c = {} if request.method == "POST": error = False new = Ticket() anonymous = request.POST.get("anonymous") == "on" new.author = None if anonymous else request.user.userprofile new.title = request.POST.get('title', '') new.text = request.POST.get('text', '') new.category = int(request.POST.get('category', 0)) sample = string.lowercase + string.digits new.token = ''.join(random.sample(sample, 8)) new.save() c["message"] = "Successfully added <a href='" + reverse( 'helpdesk:viewticket', kwargs={"token": new.token} ) + "'>Ticket #" + str( new.id ) + " \"" + new.title + "\"</a>. If you chose to submit anonymously, save this link as it's your only way to access it." director = Group.objects.filter(name="Director").first() note = Notification(cssClass="info") if anonymous: note.content = "Someone added a new Ticket: <a href='" + reverse( 'helpdesk:viewticket', kwargs={"token": new.token}) + "'>\"" + new.title + "\"</a>" else: note.content = "<a href='" + reverse( 'core:playerProfile', kwargs={"profileName": slugify(request.user.userprofile)} ) + "'>" + unicode( new.author) + "</a> added a new Ticket: <a href='" + reverse( 'helpdesk:viewticket', kwargs={ "token": new.token }) + "'>\"" + new.title + "\"</a>" note.save() note.targetGroup.add(director) c["error"] = error c["users"] = Group.objects.filter(name="Director").first().user_set.all() return render(request, "ticketsubmit.html", c)
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
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'], 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
def add_store_maintenance(request): store_select = request.POST['store_select'] discover_date = request.POST['discover_date'] description = request.POST['maintain_description'] image =request.FILES['maintain_image'] # try to create or update Advertisement object import time maintain, created = Maintenance.objects.get_or_create(code=str(time.time())) if created: # create corresponding ticket queue = Queue.objects.get(slug='storejob') ticket = Ticket(title= store_select + "維修申請", submitter_email="", created=datetime.now(), status=Ticket.OPEN_STATUS, queue=queue, description=description, priority=3) ticket.save() # create maintain item itself maintain.store = Store.objects.get(name=store_select) maintain.creator = request.user maintain.description = description maintain.create_date = datetime.now() maintain.discover_date = datetime.strptime(discover_date, "%Y-%m-%d").date() maintain.picture = image maintain.ticket = ticket maintain.save() # make notification notify_new_maintenance() # log to system log = OperatingLog(date=maintain.create_date, operator=request.user, on_module='maintenance_mgmt', description='新增了一筆'+store_select+'維修申請') log.save() return redirect(store_maintenance_mgmt)
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
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 save(self, request=None): """ 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'], ) 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 = { 'ticket': t, 'queue': q, 'site': Site.objects.get_current(), 'request': request } send_templated_mail( 'newticket_submitter', context, recipients=t.submitter_email, sender=q.from_address, fail_silently=True, files=files, ) who_to_notify = [] emails = "%s,%s" % (q.new_ticket_cc, q.updated_ticket_cc) for e in emails.split(','): email = e.strip(' ') if email and email != t.submitter_email and email not in who_to_notify: who_to_notify.append(email) if who_to_notify: send_templated_mail( 'newticket_cc', context, recipients=who_to_notify, 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 save(self, owner=None): """ Writes and returns a Ticket() object """ q = Queue.objects.get(id=int(self.cleaned_data['queue'])) t = Ticket(title=self.cleaned_data['title'], owner=owner, 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'], account=owner.account) t.save() f = FollowUp(ticket=t, title=_('Ticket Opened Via Web'), date=datetime.now(), public=True, comment=self.cleaned_data['body'], account=owner.account) 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 = { 'ticket': t, 'queue': q, } messages_sent_to = [] send_templated_mail( 'newticket_owner', 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 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 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 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'], account = self.cleaned_data['account'], created = datetime.now(), status = Ticket.OPEN_STATUS, queue = q, description = self.cleaned_data['body'], priority = self.cleaned_data['priority'], owner = self.cleaned_data['owner'] ) if HAS_TAG_SUPPORT: t.tags = self.cleaned_data['tags'] if self.cleaned_data['assigned_to']: try: t.assigned_to = self.cleaned_data['assigned_to'] except User.DoesNotExist: t.assigned_to = None t.save() f = FollowUp( ticket = t, title = _('Ticket Opened'), date = datetime.now(), public = False, comment = self.cleaned_data['body'], systemuser = user.account, ) 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 = { 'ticket': t, 'queue': q, 'comment': f.comment, } messages_sent_to = [] if t.submitter_email: send_templated_mail( 'newticket_owner', context, recipients=t.submitter_email, sender=q.from_address, fail_silently=True, files=files, ) messages_sent_to.append(t.submitter_email) #FIX USERSETTINGS #======================================================================= # 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_to', # 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, 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, owner=None): """ Writes and returns a Ticket() object """ q = Queue.objects.get(id=int(self.cleaned_data["queue"])) t = Ticket( title=self.cleaned_data["title"], owner=owner, 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"], account=owner.account, ) t.save() f = FollowUp( ticket=t, title=_("Ticket Opened Via Web"), date=datetime.now(), public=True, comment=self.cleaned_data["body"], account=owner.account, ) 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 = {"ticket": t, "queue": q} messages_sent_to = [] send_templated_mail( "newticket_owner", 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 process(mail): """ All Actionpatterns are processed and, where they match, actions are created. If this message is in reply to another mail any outstanding reply action on that mail is marked as resolved. Finally, if no action has been created for this email then a reply action is created. """ action_created = False patterns = ActionPattern.objects.filter(active = True) for pattern in patterns: create_action = True if pattern.subject_pattern: expr = re.compile(pattern.subject_pattern, re.IGNORECASE) if expr.match(mail.subject): create_action = True else: create_action = False if create_action and pattern.body_pattern: expr = re.compile(pattern.body_pattern, re.IGNORECASE) if expr.match(mail.body): create_action = True else: create_action = False if create_action and pattern.from_pattern: expr = re.compile(pattern.from_pattern, re.IGNORECASE) if expr.match(mail.fromParticipant): create_action = True else: create_action = False if create_action: ticket = Ticket(title = pattern.action_title, description = pattern.action_description, queue = pattern.action_queue, created = datetime.now(), status = Ticket.OPEN_STATUS, priority = pattern.action_priority) ticket.save() mail.action.add(ticket) action_created = True if not action_created: queue = Queue.objects.get(pk=1) # if this is in reply to another mail we already have, flag other mail as replied to if mail.backlink is not None: if Message.objects.filter(messageID = mail.backlink).count() > 0: repliedTo = Message.objects.filter(messageID = mail.backlink)[0] repliedTo.record_reply_received(mail) # if this mail doesn't already have a reply then set an action to check for one id = mail.messageID emails = Message.objects.all() replies = Message.objects.filter(backlink = id).count() if replies == 0: description = "Check that the email has received a reply if necessary." ticket = Ticket(title = "Reply needed for '" + mail.subject + "'", description = description, queue = queue, created = datetime.now(), status = Ticket.OPEN_STATUS, priority = 3) ticket.save() mail.action.add(ticket)
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 ticket_from_message(message, queue, logger): # 'message' must be an RFC822 formatted message. msg = message message = email.message_from_string(msg) subject = message.get('subject', _('Created from e-mail')) subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject)) for affix in STRIPPED_SUBJECT_STRINGS: subject = subject.replace(affix, "") subject = subject.strip() sender = message.get('from', _('Unknown Sender')) sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender)) sender_email = parseaddr(sender)[1] body_plain, body_html = '', '' for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)): if ignore.test(sender_email): if ignore.keep_in_mailbox: # By returning 'False' the message will be kept in the mailbox, # and the 'True' will cause the message to be deleted. return False return True matchobj = re.match(r".*\[" + queue.slug + "-(?P<id>\d+)\]", subject) if matchobj: # This is a reply or forward. ticket = matchobj.group('id') logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket)) else: logger.info("No tracking ID matched.") ticket = None counter = 0 files = [] for part in message.walk(): if part.get_content_maintype() == 'multipart': continue name = part.get_param("name") if name: name = collapse_rfc2231_value(name) if part.get_content_maintype() == 'text' and name is None: if part.get_content_subtype() == 'plain': body_plain = EmailReplyParser.parse_reply( decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))) logger.debug("Discovered plain text MIME part") else: body_html = part.get_payload(decode=True) logger.debug("Discovered HTML MIME part") else: if not name: ext = mimetypes.guess_extension(part.get_content_type()) name = "part-%i%s" % (counter, ext) files.append({ 'filename': name, 'content': part.get_payload(decode=True), 'type': part.get_content_type()}, ) logger.debug("Found MIME attachment %s" % name) counter += 1 if body_plain: body = body_plain else: body = _('No plain-text email body available. Please see attachment "email_html_body.html".') if body_html: files.append({ 'filename': _("email_html_body.html"), 'content': body_html, 'type': 'text/html', }) now = timezone.now() if ticket: try: t = Ticket.objects.get(id=ticket) new = False logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id)) except Ticket.DoesNotExist: logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket)) ticket = None priority = 3 smtp_priority = message.get('priority', '') smtp_importance = message.get('importance', '') high_priority_types = ('high', 'important', '1', 'urgent') if smtp_priority in high_priority_types or smtp_importance in high_priority_types: priority = 2 if ticket is None: t = Ticket( title=subject, queue=queue, submitter_email=sender_email, created=now, description=body, priority=priority, ) t.save() new = True logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id)) elif t.status == Ticket.CLOSED_STATUS: t.status = Ticket.REOPENED_STATUS t.save() f = FollowUp( ticket=t, title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}), date=timezone.now(), public=True, comment=body, ) if t.status == Ticket.REOPENED_STATUS: f.new_status = Ticket.REOPENED_STATUS f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}) f.save() logger.debug("Created new FollowUp for Ticket") if six.PY2: logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace')) elif six.PY3: logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)) for file in files: if file['content']: if six.PY2: filename = file['filename'].encode('ascii', 'replace').replace(' ', '_') elif six.PY3: filename = file['filename'].replace(' ', '_') filename = re.sub('[^a-zA-Z0-9._-]+', '', filename) logger.info("Found attachment '%s'" % filename) a = Attachment( followup=f, filename=filename, mime_type=file['type'], size=len(file['content']), ) a.file.save(filename, ContentFile(file['content']), save=False) a.save() logger.info("Attachment '%s' successfully added to ticket." % filename) context = safe_template_context(t) if new: if sender_email: send_templated_mail( 'newticket_submitter', context, recipients=sender_email, sender=queue.from_address, fail_silently=True, ) if queue.new_ticket_cc: send_templated_mail( 'newticket_cc', context, recipients=queue.new_ticket_cc, sender=queue.from_address, fail_silently=True, ) if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc: send_templated_mail( 'newticket_cc', context, recipients=queue.updated_ticket_cc, sender=queue.from_address, fail_silently=True, ) else: context.update(comment=f.comment) # if t.status == Ticket.REOPENED_STATUS: # update = _(' (Reopened)') # else: # update = _(' (Updated)') if t.assigned_to: send_templated_mail( 'updated_owner', context, recipients=t.assigned_to.email, sender=queue.from_address, fail_silently=True, ) if queue.updated_ticket_cc: send_templated_mail( 'updated_cc', context, recipients=queue.updated_ticket_cc, sender=queue.from_address, fail_silently=True, ) return t
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, 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 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 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'], account=self.cleaned_data['account'], created=datetime.now(), status=Ticket.OPEN_STATUS, queue=q, description=self.cleaned_data['body'], priority=self.cleaned_data['priority'], owner=self.cleaned_data['owner']) if HAS_TAG_SUPPORT: t.tags = self.cleaned_data['tags'] if self.cleaned_data['assigned_to']: try: t.assigned_to = self.cleaned_data['assigned_to'] except User.DoesNotExist: t.assigned_to = None t.save() f = FollowUp( ticket=t, title=_('Ticket Opened'), date=datetime.now(), public=False, comment=self.cleaned_data['body'], systemuser=user.account, ) 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 = { 'ticket': t, 'queue': q, 'comment': f.comment, } messages_sent_to = [] if t.submitter_email: send_templated_mail( 'newticket_owner', context, recipients=t.submitter_email, sender=q.from_address, fail_silently=True, files=files, ) messages_sent_to.append(t.submitter_email) #FIX USERSETTINGS #======================================================================= # 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_to', # 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