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 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 _create_ticket(self):
queue = self._get_queue()
kbitem = None
if 'kbitem' in self.cleaned_data:
kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
ticket = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=queue,
description=self.cleaned_data['body'],
priority=self.cleaned_data.get(
'priority',
getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3")
),
due_date=self.cleaned_data.get(
'due_date',
getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None)
) or None,
kbitem=kbitem,
)
return ticket, queue
def view_ticket(request):
ticket_req = request.GET.get('ticket', '')
email = request.GET.get('email', '')
if email != request.user.email:
raise Http404
if ticket_req and email:
queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
try:
ticket = Ticket.objects.get(
id=ticket_id, submitter_email__iexact=request.user.email)
except ObjectDoesNotExist:
error_message = _(
'Invalid ticket ID or e-mail address. Please try again.')
return render(
request, 'helpdesk/public_view_form.html', {
'ticket': False,
'email': email,
'error_message': error_message,
'helpdesk_settings': helpdesk_settings,
})
else:
if request.user.is_staff:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
if 'close' in request.GET:
redirect_url += '?close'
return HttpResponseRedirect(redirect_url)
if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
from helpdesk.views.staff import update_ticket
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'new_status':
Ticket.CLOSED_STATUS,
'public':
1,
'title':
ticket.title,
'comment':
_('Submitter accepted resolution and closed ticket'),
}
if ticket.assigned_to:
request.POST['owner'] = ticket.assigned_to.id
request.GET = {}
return update_ticket(request, ticket_id, public=True)
# redirect user back to this ticket if possible.
redirect_url = ''
if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
return render(
request, 'helpdesk/public_view_ticket.html', {
'ticket': ticket,
'helpdesk_settings': helpdesk_settings,
'next': redirect_url,
})
def handle_messages(self, imbox, project, email=None, assignee=None):
logger.info("--- Started processing emails ---")
unread_messages = imbox.messages(unread=True,
folder='INBOX',
sent_to=email or project.email)
for uid, message in unread_messages:
try:
subject = getattr(message, 'subject', 'Email ticket')
logger.info("Got message %s: %s" % (uid, subject))
if SETTINGS['ignore_autoreply'] and self._is_autoreply(
message):
logger.info(' Message is auto-submitted, skipping')
if SETTINGS['mark_seen']:
imbox.mark_seen(uid)
continue
if Ticket.objects.filter(
message_id=uid).exists() or Comment.objects.filter(
message_id=uid).exists():
logger.info(' Message already exists, skipping')
if SETTINGS['mark_seen']:
imbox.mark_seen(uid)
continue
try:
body = message.body['html'][0]
except IndexError:
try:
body = message.body['plain'][0]
except IndexError:
body = ''
initial = self._get_initial_issue(message)
if initial is None:
ticket = Ticket.create(
title=subject[:255],
body=body,
customer=message.sent_from[0]['email'],
message_id=uid,
assignee=assignee or project.default_assignee,
project=project)
logger.info(' Created new ticket')
self._create_attachments(message.attachments, ticket)
else:
comment = Comment.objects.create(body=body,
author=None,
message_id=uid,
ticket=initial)
self._create_attachments(message.attachments, comment)
logger.info(' Added comment to ticket')
if SETTINGS['mark_seen']:
imbox.mark_seen(uid)
except Exception:
logger.exception(' Error while retrieving email %s' % uid)
logger.info("--- Finished processing emails ---")
def view_ticket(request):
ticket_req = request.GET.get('ticket', '')
ticket = False
email = request.GET.get('email', '')
error_message = ''
if ticket_req and email:
queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
try:
ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email)
except:
ticket = False
error_message = _('Invalid ticket ID or e-mail address. Please try again.')
if ticket:
if request.user.is_staff:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
if 'close' in request.GET:
redirect_url += '?close'
return HttpResponseRedirect(redirect_url)
if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
from helpdesk.views.staff import update_ticket
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'new_status': Ticket.CLOSED_STATUS,
'public': 1,
'title': ticket.title,
'comment': _('Submitter accepted resolution and closed ticket'),
}
if ticket.assigned_to:
request.POST['owner'] = ticket.assigned_to.id
request.GET = {}
return update_ticket(request, ticket_id, public=True)
# redirect user back to this ticket if possible.
redirect_url = ''
if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
return render(request, 'helpdesk/public_view_ticket.html',
{
'ticket': ticket,
'helpdesk_settings': helpdesk_settings,
'next': redirect_url,
})
return render(request, template_name='helpdesk/public_view_form.html',
context = {
'ticket': ticket,
'email': email,
'error_message': error_message,
'helpdesk_settings': helpdesk_settings,
})
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 handle_messages(self, imbox, project, email=None, assignee=None):
logger.info("--- Started processing emails ---")
unread_messages = imbox.messages(unread=True, folder='INBOX', sent_to=email or project.email)
for uid, message in unread_messages:
try:
subject = getattr(message, 'subject', 'Email ticket')
logger.info("Got message %s: %s" % (uid, subject))
if SETTINGS['ignore_autoreply'] and self._is_autoreply(message):
logger.info(' Message is auto-submitted, skipping')
if SETTINGS['mark_seen']:
imbox.mark_seen(uid)
continue
if Ticket.objects.filter(message_id=uid).exists() or Comment.objects.filter(message_id=uid).exists():
logger.info(' Message already exists, skipping')
if SETTINGS['mark_seen']:
imbox.mark_seen(uid)
continue
try:
body = message.body['html'][0]
except IndexError:
try:
body = message.body['plain'][0]
except IndexError:
body = ''
initial = self._get_initial_issue(message)
if initial is None:
ticket = Ticket.create(
title=subject[:255],
body=body,
customer=message.sent_from[0]['email'],
message_id=uid,
assignee=assignee or project.default_assignee,
project=project
)
logger.info(' Created new ticket')
self._create_attachments(message.attachments, ticket)
else:
comment = Comment.objects.create(
body=body,
author=None,
message_id=uid,
ticket=initial
)
self._create_attachments(message.attachments, comment)
logger.info(' Added comment to ticket')
if SETTINGS['mark_seen']:
imbox.mark_seen(uid)
except Exception:
logger.exception(' Error while retrieving email %s' % uid)
logger.info("--- Finished processing emails ---")
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 view_ticket(request):
ticket_req = request.GET.get('ticket', None)
email = request.GET.get('email', None)
key = request.GET.get('key', '')
if not (ticket_req and email):
if ticket_req is None and email is None:
return search_for_ticket(request)
else:
return search_for_ticket(request, _('Missing ticket ID or e-mail address. Please try again.'))
queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
try:
if hasattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC') and settings.HELPDESK_VIEW_A_TICKET_PUBLIC:
ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email)
else:
ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email, secret_key__iexact=key)
except (ObjectDoesNotExist, ValueError):
return search_for_ticket(request, _('Invalid ticket ID or e-mail address. Please try again.'))
if is_helpdesk_staff(request.user):
redirect_url = reverse('helpdesk:view', args=[ticket_id])
if 'close' in request.GET:
redirect_url += '?close'
return HttpResponseRedirect(redirect_url)
if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
from helpdesk.views.staff import update_ticket
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'new_status': Ticket.CLOSED_STATUS,
'public': 1,
'title': ticket.title,
'comment': _('Submitter accepted resolution and closed ticket'),
}
if ticket.assigned_to:
request.POST['owner'] = ticket.assigned_to.id
request.GET = {}
return update_ticket(request, ticket_id, public=True)
# redirect user back to this ticket if possible.
redirect_url = ''
if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
redirect_url = reverse('helpdesk:view', args=[ticket_id])
return render(request, 'helpdesk/public_view_ticket.html', {
'key': key,
'mail': email,
'ticket': ticket,
'helpdesk_settings': helpdesk_settings,
'next': redirect_url,
})
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 _create_ticket(self):
queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
ticket = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=datetime.utcnow(),
status=Ticket.OPEN_STATUS,
queue=queue,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'])
return ticket, queue
def form_valid(self, form):
if not self.attachment_formset.is_valid():
return self.render_to_response(self.get_context_data())
data = form.cleaned_data
comment = data.pop('comment')
ticket = Ticket.create(body='This ticket was created by [user:%d]' % self.request.user.pk,
message_id='ticket-%d' % time.mktime(now().timetuple()),
author=self.request.user,
**data)
reply = Comment.objects.create(ticket=ticket, body=comment, author=self.request.user)
self.attachment_formset.instance = reply
self.attachment_formset.save()
new_answer.send(sender=Comment, ticket=ticket, answer=reply)
return HttpResponseRedirect(reverse('helpdesk_home'))
def get_object(self):
# For GET method and we have a decode code
if self.kwargs.get('code'):
ticket_id, email = Ticket.decode(self.kwargs['code'].encode("utf-8"))
elif self.request.GET.get('email') and self.request.GET.get('ticket'):
parts = self.request.GET['ticket'].split('-')
queue = '-'.join(parts[0:-1])
ticket_id = parts[-1]
email = self.request.GET.get('email')
# ToDo
# I think its not really right to check queue cause moderator can move ticket to different queue
return Ticket.objects.get(
id=ticket_id,
#queue__slug__iexact=queue,
submitter_email__iexact=email
)
def _create_ticket(self):
queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
kbitem = None
if 'kbitem' in self.cleaned_data:
kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
ticket = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=queue,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
kbitem=kbitem,
)
return ticket, queue
def form_valid(self, form):
if not self.attachment_formset.is_valid():
return self.render_to_response(self.get_context_data())
data = form.cleaned_data
comment = data.pop('comment')
ticket = Ticket.create(
body='This ticket was created by [user:%d]' % self.request.user.pk,
message_id='ticket-%d' % time.mktime(now().timetuple()),
author=self.request.user,
**data)
reply = Comment.objects.create(ticket=ticket,
body=comment,
author=self.request.user)
self.attachment_formset.instance = reply
self.attachment_formset.save()
new_answer.send(sender=Comment, ticket=ticket, answer=reply)
return HttpResponseRedirect(reverse('helpdesk_home'))
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 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, 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(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 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, user):
"""
Writes and returns a Ticket() object
"""
q = self.cleaned_data['queue']
t = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['description'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
if HAS_TAGGING_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
u = self.cleaned_data['assigned_to']
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
if HAS_TAGGIT_SUPPORT:
t.tags.set(*self.cleaned_data['tags'])
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_('Ticket Opened'),
date=datetime.now(),
public=True,
comment=self.cleaned_data['description']
if helpdesk_settings.HELPDESK_INCLUDE_DESCRIPTION_IN_FOLLOWUP else
None,
user=user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE',
512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to != user and getattr(
t.assigned_to.usersettings.settings, 'email_on_ticket_assign',
False
) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def save(self, 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, 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 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 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):
"""
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):
"""
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 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, 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 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 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
