#!/usr/bin/env python import ConfigParser import sys import imaplib import poplib import os import email import re import string import time import logging from suds import WebFault from suds.client import Client import suds.transport.http if os.environ.has_key("DEBUG"): logging.basicConfig(level=logging.DEBUG) else: logging.basicConfig(level=logging.ERROR) email_re = re.compile('[a-zA-Z0-9._+-]+@[a-zA-Z0-9_+-]+\.[a-zA-Z0-9_.+-]+') ###################################################################### command_line_args = sys.argv run_once = False debug = False dry_run = False if 'once' in command_line_args: run_once = True command_line_args.remove('once') if 'debug' in command_line_args: debug = True command_line_args.remove('debug') if 'test' in command_line_args: dry_run = True command_line_args.remove('test') if len(sys.argv) <= 1: config_file = 'email2ticket.conf' else: config_file = sys.argv[1] configuration = ConfigParser.ConfigParser() files_read = configuration.read(config_file) if len(files_read) < 1: sys.exit("Could not read " + config_file + "\n") ###################################################################### servicemanager_connections = {} class EmailNotValid(Exception): pass class ContactNotFound(Exception): pass class MultipleContactsWithSameEmail(Exception): pass class NoEmailAddressFound(Exception): pass class HPServiceManager: def __init__(self,name,server,username,password,others,protocol="http",port=13080, servicedesk_wsdl_path="/SM/7/ServiceDesk.wsdl", contacts_wsdl_path="/SM/7/ConfigurationManagement.wsdl"): self.__name = name self.__server = server self.__username = username self.__password = password self.__protocol = protocol self.__port = port self.__servicedesk_wsdl_path = servicedesk_wsdl_path self.__contacts_wsdl_path = contacts_wsdl_path self.__options = {} self.__options.update(others) self.__make_configmgmt_connection() self.__make_servicedesk_connection() def __make_servicedesk_connection(self): self.__servicedesk_transport = suds.transport.http.HttpAuthenticated(username=self.__username,password=self.__password) self.__servicedesk_wsdl = self.__protocol + "://" + self.__server + ":" + `self.__port` + self.__servicedesk_wsdl_path print "Initiating service desk SOAP connection" self.__service_desk_client = Client(self.__servicedesk_wsdl, transport=self.__servicedesk_transport) #print self.__service_desk_client self.__new_interaction = self.__service_desk_client.factory.create("InteractionModelType") def __make_configmgmt_connection(self): self.__configmgmt_transport = suds.transport.http.HttpAuthenticated(username=self.__username,password=self.__password) self.__configmgmt_wsdl = self.__protocol + "://" + self.__server + ":" + `self.__port` + self.__contacts_wsdl_path print "Initiating config mgmt SOAP connection" self.__contact_lookup_client = Client(self.__configmgmt_wsdl, transport=self.__configmgmt_transport) self.__lookup_email = self.__contact_lookup_client.factory.create('ContactModelType') #print self.__contact_lookup_client def lookup_contact(self,email_address): m = email_re.search(email_address) if m is None: raise EmailNotValid,email_address lookup = email_address[m.start():m.end()] print "Asked to look up email address",lookup contact_list = [] self.__lookup_email.instance.Email = lookup result = self.__contact_lookup_client.service.RetrieveContactKeysList(self.__lookup_email) contact_list_raw = result.keys if contact_list_raw == []: raise ContactNotFound,lookup if not(contact_list_raw[0].ContactName.__dict__.has_key("value")): #print self.__lookup_email #print "Funny return result from query:",contact_list_raw raise ContactNotFound,lookup contact_list = [] #print contact_list_raw for c in contact_list_raw: print "Found",c.ContactName.value contact_list.append(c.ContactName.value) if len(contact_list_raw)>1: raise MultipleContactsWithSameEmail,contact_list return contact_list[0] def create_ticket_from_message(self,message): for name in self.__new_interaction.instance.__dict__.keys(): if name[0] != "_": if self.__options.has_key(name): self.__new_interaction.instance.__dict__[name].value = self.__options[name] try: self.__new_interaction.instance.ContactName.value = self.lookup_contact(message['From']) except ContactNotFound: if self.__options.has_key('servicemanager_default_contact'): self.__new_interaction.instance.ContactName.value = self.__options['servicemanager_default_contact'] else: self.__new_interaction.instance.ContactName.value = "" except MultipleContactsWithSameEmail,choices: # I should also log that this happened. choices.sort() self.__new_interaction.instance.ContactName.value = choices[0] if self.__new_interaction.instance.__dict__.has_key('Title'): self.__new_interaction.instance.Title.value = message['Subject'] # I dunno what happens if there isn't a title. description = None part_pos = 0 used_part_pos = None for part in message.walk(): part_pos = part_pos + 1 if part.get_content_maintype() == "text": if part.get_content_subtype() == "plain": description = part.get_payload() used_part_pos = part_pos break if part.get_content_subtype() == "html": # Then it will have to do if nothing better comes along description = part.get_payload() used_part_pos = part_pos # if description is None, what should we do? if description is None: description = "" self.__new_interaction.instance.Description.value = description # Now to do attachments ... and then actually invoke CreateInteraction part_pos = 0 for part in message.walk(): part_pos = part_pos + 1 if part_pos == used_part_pos: continue print "Part",part_pos,part.get_filename() print part.as_string() print dir(part) print self.__new_interaction attachments = self.__service_desk_client.factory.create('AttachmentsType') print attachments ###################################################################### mail_connections = {} class MailConnectionRefiredTooSoon(Exception): pass class POPConnection: def __init__(self,server,username,password,protocol,port=None): if protocol[-1] == 'S' or protocol[-3:] == "SSL": if port is None: M = poplib.POP3_SSL(server) else: M = poplib.POP3_SSL(server,port) else: if port is None: M = poplib.POP3(server) else: M = poplib.POP3(server,port) M.user(username) M.pass_(password) self.M = M def do_messages(self,servicemanager): self.M.list() (numMsgs, totalSize) = self.M.stat() for i in range(1, numMsgs + 1): (header, msglines, octets) = self.M.retr(i) msg = email.message_from_string(string.join(msglines,"\n")) servicemanager.create_ticket_from_message(msg) def disconnect(self): self.M.quit() class IMAPConnection: def __init__(self,server,username,password,protocol,port=None): if protocol[-1] == "S" or protocol[-3:] == "SSL": if port is None: M = imaplib.IMAP4_SSL(server) else: M = imaplib.IMAP4_SSL(server,port) else: if port is None: M = imaplib.IMAP4(server) else: M = imaplib.IMAP4(server,port) M.login(username,password) self.M = M def do_messages(self,servicemanager): self.M.select() (status,msglist) = self.M.search(None,'ALL') msg_ids = msglist[0].split() for msg_id in msg_ids: (status,content) = self.M.fetch(msg_id,"(rfc822)") (formatting,tail) = content (rfcdesc,rfcdata) = formatting msg = email.message_from_string(rfcdata) servicemanager.create_ticket_from_message(msg) def disconnect(self): self.M.close() self.M.logout() class MailConnection: def __init__(self,connection_name,protocol,server,username,password,port=None,reconnect_each_time=False,minimum_idle=0): self.__connection_name = connection_name self.__protocol = protocol.upper() self.__username = username self.__password = password self.__server = server self.__reconnect_each_time = reconnect_each_time self.__minimum_idle = minimum_idle self.__connection = None self.__last_usage = 0 self.__port = port def idle_time_remaining(self,when=None): """Return the number of seconds we must sleep before we can fire again. Negative numbers mean OK to fire""" if when is None: when = time.time() return (self.__last_usage + self.__minimum_idle) - when def connect(self): if self.__connection is not None: return if self.__protocol[:3] == 'POP': print "Making POP connection to ",self.__server,"as",self.__username,"with password",self.__password,"using",self.__protocol,"on port",self.__port self.__connection = POPConnection(self.__server,self.__username,self.__password,self.__protocol,self.__port) elif self.__protocol[:4] == "IMAP": print "Making IMAP connection to ",self.__server,"as",self.__username,"with password",self.__password,"using",self.__protocol,"on port",self.__port self.__connection = IMAPConnection(self.__server,self.__username,self.__password,self.__protocol,self.__port) print "Connection object is now",self.__connection def inject_new_messages(self,servicemanager): print "Asked to do new messages for",self.__connection_name if self.idle_time_remaining() > 0: raise MailConnectionRefiredTooSoon self.__last_usage = time.time() self.connect() print "Doing messages for",self.__connection_name self.__connection.do_messages(servicemanager) if self.__reconnect_each_time: print "Disconnecting from",self.__connection_name self.__connection = None for section in configuration.sections(): # Create the mail account protocol = configuration.get(section,'mail_protocol') username = configuration.get(section,'mail_username') password = configuration.get(section,'mail_password') server = configuration.get(section,'mail_server') if configuration.has_option(section,'mail_port'): port = configuration.getint(section,'mail_port') else: port = None if configuration.has_option(section,'reconnect_each_time'): reconnect_each_time = configuration.getboolean(section,'reconnect_each_time') else: reconnect_each_time = False if configuration.has_option(section,'sleep_between_polls'): sleep_between_polls = configuration.getfloat(section,'sleep_between_polls') else: sleep_between_polls = 15 mail_connections[section] = MailConnection(section,protocol,server,username,password,port,reconnect_each_time,sleep_between_polls) # Create the servicemanager connection username = configuration.get(section,'servicemanager_username') server = configuration.get(section,'servicemanager_server') if configuration.has_option(section,"servicemanager_password"): password = configuration.get(section,'servicemanager_password') else: password = "" if configuration.has_option(section,"servicedesk_wsdl"): servicedesk_wsdl = configuration.get(section,'servicedesk_wsdl') else: servicedesk_wsdl = "/SM/7/ServiceDesk.wsdl" if configuration.has_option(section,"contacts_wsdl"): contacts_wsdl = configuration.get(section,'contacts_wsdl') else: contacts_wsdl = "/SM/7/ConfigurationManagement.wsdl" if configuration.has_option(section,"servicemanager_protocol"): protocol = configuration.get(section,'servicemanager_protocol') elif configuration.has_option(section,"servicemanager_port"): port = configuration.getint(section,"servicemanager_port") if port == 13080: protocol = "http" elif port == 13443: protocol = "https" else: protocol = "http" else: protocol = "http" if configuration.has_option(section,"servicemanager_port"): port = configuration.getint(section,"servicemanager_port") elif protocol == "http": port = 13080 elif protocol == "https": port = 13443 else: port = 13080 servicemanager_connections[section] = HPServiceManager(section,server,username,password,configuration.items(section),protocol,port,servicedesk_wsdl,contacts_wsdl) finished = False while not(finished): if run_once: finished = True wait_time = None for scenario in mail_connections.keys(): mail_server = mail_connections[scenario] delay_required = mail_server.idle_time_remaining() print scenario,"asked for a delay of",delay_required,"seconds" if delay_required < 0: wait_time = 0 continue if wait_time is None: wait_time = delay_required continue if delay_required < wait_time: wait_time = delay_required print "I have to wait",wait_time,"seconds" time.sleep(wait_time) for scenario in mail_connections.keys(): mail_server = mail_connections[scenario] delay_required = mail_server.idle_time_remaining() if delay_required < 0: mail_server.inject_new_messages(servicemanager_connections[scenario]) # Test out email address lookup sys.exit(0) # Should the body of the email be the description? If not, # we are relying on their being a default somewhere. if configuration.has_option('rules','body_is_description'): body_is_description = configuration.getboolean('rules','body_is_description') else: body_is_description = True # Is the subject of the email the title of the service desk ticket? # If not, there needs to be a default in the config file. if configuration.has_option('rules','subject_is_title'): subject_is_title = configuration.getboolean('rules','subject_is_title') else: subject_is_title = True # Do you want the call to close immediately? You can't do this simply # by setting the call status. if configuration.has_option('rules','close_immediately'): close_immediately = configuration.getboolean('rules','close_immediately') else: close_immediately = False def message_to_ticket(message): #print "Handling message:",message this_ticket = {} if subject_is_title: this_ticket['Title'] = msg['Subject'] if from_is_contact: this_ticket['Contact'] = get_contact(msg['From']) else: m = email.re.search(msg['Subject']) if m is not None: this_ticket['Contact'] = msg['Subject'][m.start():m.end()] else: for part in msg.walk(): m=email_re.search(part) if m is None: continue this_ticket['Contact'] = get_contact(part[m.start():m.end()]) if not(this_ticket.has_key('Contact')): raise NoEmailAddressFound command_line = [] for k in this_ticket.keys(): command_line.append("--"+k+"="+this_ticket[k]) t=smcli.typical_create_program(smcli.SERVICE_DESK,command_line,'create') if close_immediately: smcli.typical_update_program(smcli.SERVICE_DESK,["--call-id",t],'close') # To-do: # 1. Confirm that IMAP-based email works. # 2. Delete messages after we have seen them. # 3. Don't die on error conditions. # 4. Improve logging. # 5. If the first email address doesn't match a contact, try again with # other email addresses in the message.