Python models.Attachment类代码示例

 def save(self, user):
     task = Task.objects.get(id=int(self.cleaned_data['task']))
     if self.cleaned_data['attachment']:
         import mimetypes
         file = self.cleaned_data['attachment']
         filename = file.name.replace(' ', '_')
         a = Attachment(
             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()
         task.attachments.add(a)
     task.save()
     return None

    def _attach_files_to_follow_up(self, followup):
        attachments = []
        if self.cleaned_data["attachment"]:
            import mimetypes

            attachment = self.cleaned_data["attachment"]
            filename = attachment.name.replace(" ", "_")
            att = Attachment(
                followup=followup,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
                size=attachment.size,
            )
            att.file.save(attachment.name, attachment, save=False)
            att.save()

            if attachment.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                try:
                    attachments.append([att.filename, att.file])
                except NotImplementedError:
                    pass
        return attachments

    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,
#.........这里部分代码省略.........

#.........这里部分代码省略.........
            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,

def update_ticket(request, ticket_id, public=False):
    if not (
        public
        or (
            request.user.is_authenticated()
            and request.user.is_active
            and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)
        )
    ):
        return HttpResponseForbidden(_("Sorry, you need to login to do that."))

    ticket = get_object_or_404(Ticket, id=ticket_id)

    comment = request.POST.get("comment", "")
    new_status = int(request.POST.get("new_status", ticket.status))
    title = request.POST.get("title", "")
    public = request.POST.get("public", False)
    owner = int(request.POST.get("owner", None))
    priority = int(request.POST.get("priority", ticket.priority))
    due_year = int(request.POST.get("due_date_year"))
    due_month = int(request.POST.get("due_date_month"))
    due_day = int(request.POST.get("due_date_day"))
    due_date = datetime(due_year, due_month, due_day) if due_year and due_month and due_day else ticket.due_date
    tags = request.POST.get("tags", "")

    # We need to allow the 'ticket' and 'queue' contexts to be applied to the
    # comment.
    from django.template import loader, Context

    context = safe_template_context(ticket)
    # this line sometimes creates problems if code is sent as a comment.
    # if comment contains some django code, like "why does {% if bla %} crash",
    # then the following line will give us a crash, since django expects {% if %}
    # to be closed with an {% endif %} tag.
    comment = loader.get_template_from_string(comment).render(Context(context))

    if owner is None and ticket.assigned_to:
        owner = ticket.assigned_to.id

    f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)

    if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
        f.user = request.user

    f.public = public

    reassigned = False

    if owner is not None:
        if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
            new_user = User.objects.get(id=owner)
            f.title = _("Assigned to %(username)s") % {"username": new_user.username}
            ticket.assigned_to = new_user
            reassigned = True
        # user changed owner to 'unassign'
        elif owner == 0 and ticket.assigned_to is not None:
            f.title = _("Unassigned")
            ticket.assigned_to = None

    if new_status != ticket.status:
        ticket.status = new_status
        ticket.save()
        f.new_status = new_status
        if f.title:
            f.title += " and %s" % ticket.get_status_display()
        else:
            f.title = "%s" % ticket.get_status_display()

    if not f.title:
        if f.comment:
            f.title = _("Comment")
        else:
            f.title = _("Updated")

    f.save()

    files = []
    if request.FILES:
        import mimetypes, os

        for file in request.FILES.getlist("attachment"):
            filename = file.name.replace(" ", "_")
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
                size=file.size,
            )
            a.file.save(file.name, file, save=False)
            a.save()

            if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)

    if title != ticket.title:
        c = TicketChange(followup=f, field=_("Title"), old_value=ticket.title, new_value=title)
        c.save()
        ticket.title = title
#.........这里部分代码省略.........

def followup_edit(request):
    id = request.POST.get("id")

    item = None

    if request.method == 'POST': 
        
        if id:
            model = FollowUp.objects.get(id=id)

                
            form = FollowUpForm(request.POST, instance=model) 
            if  not (request.user.account.has_perm('helpdesk.change_followup')):
                messages.error(request, _(u'У вас нет прав на редактирование комментариев к заявке'), extra_tags='alert-danger')
                return HttpResponseRedirect(request.path)
        else:
            form = FollowUpForm(request.POST, request.FILES) 
            if  not (request.user.account.has_perm('helpdesk.add_followup')):
                messages.error(request, _(u'У вас нет прав на добавление комментариев к заявке'), extra_tags='alert-danger')
                return HttpResponseRedirect(request.path)



        if form.is_valid():
            model = form.save(commit=False)
            model.save()
            followup_type = form.cleaned_data.get('followup_type')
            if followup_type=='comment':
                if not id:
                    model.title = _(u'Добавлен комментарий от %(USER)s ') % {'USER': request.user.account}
            elif followup_type=='files':
                if not id:
                    model.title = _(u'Добавлен файл от %(USER)s ') % {'USER': request.user.account}
                    
                files = []
                if request.FILES:
                    import mimetypes, os
                    for file in request.FILES.getlist('file'):
                        filename = file.name.replace(' ', '_')
                        a = Attachment(
                            followup=model,
                            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)

            elif followup_type=='new_status':
                model.title = _(u'Статус заявки изменён %(USER)s ') % {'USER': request.user.account}
                if model.new_status!=model.ticket:
                    model.ticket.status = model.new_status
                    if model.new_status in [3,4]:
                        model.ticket.resolution = model.comment
                    model.ticket.save()
                    log('EDIT', request.user, model.ticket)
            model.systemuser = request.user.account


            model.save()

            from django.template import loader, Context


            
            
            log('EDIT', request.user, model) if id else log('CREATE', request.user, model) 
            messages.success(request, _(u'Комментарий успешно сохранён.'), extra_tags='alert-success')
            return {'form':form,  'status': True} 
        else:
            messages.error(request, _(u'При сохранении комментария возникли ошибки.'), extra_tags='alert-danger')
            if form._errors:
                for k, v in form._errors.items():
                    messages.error(request, '%s=>%s' % (k, ','.join(v)), extra_tags='alert-danger')
            return {'form':form,  'status': False} 
    else:
        id = request.GET.get("id")
        ticket_id = request.GET.get("ticket_id")
        followup_type = request.GET.get("followup_type") or 'comment'
        new_status = request.GET.get("new_status")

        if  not (request.user.account.has_perm('helpdesk.add_followup')):
            messages.error(request, _(u'У вас нет прав на создание комментариев.'), extra_tags='alert-danger')
            return {}
        if id:

            item = FollowUp.objects.get(id=id)
            
            form = FollowUpForm(instance=item)
        else:
            if new_status:
                form = FollowUpForm(initial={'ticket': Ticket.objects.get(id=ticket_id), 'followup_type': followup_type, 'new_status':2})
            else:
                form = FollowUpForm(initial={'ticket': Ticket.objects.get(id=ticket_id), 'followup_type': followup_type})

#.........这里部分代码省略.........

    def form_valid(self, form):
        old_ticket = form.instance
        ticket = form.save(commit=False)

        no_changes = all([
            not self.request.FILES,
            not self.request.POST['comment'],
            ticket.status == old_ticket.status,
            ticket.title == old_ticket.title,
            ticket.priority == int(old_ticket.priority),
            ticket.due_date == old_ticket.due_date,
            ticket.owner_id != old_ticket.owner_id
        ])

        if no_changes:
            self.object = old_ticket
            return HttpResponseRedirect(self.get_success_url())

        ticket.save()
        self.object = ticket

        followup = FollowUp(
            ticket_id=ticket.pk,
            date = timezone.now(),
            comment = self.request.POST['comment'],
            user_id = self.request.user.pk,
            public = self.request.POST['public'],
            title = ''
        )

        reassigned = False

        if ticket.owner_id != old_ticket.owner_id:
            followup.title = _('Asigned to %s' % User.objects.get(id=ticket.owner_id))
            reassigned = True

        if ticket.status != old_ticket.status:
            if followup.title != '':
                followup.title += ' and '
            followup.title += ticket.get_status_display()

        followup.save()

        files = []
        if self.request.FILES:
            import mimetypes, os
            for file in self.request.FILES.getlist('attachment'):
                filename = file.name.encode('ascii', 'ignore')
                a = Attachment(
                    followup_id=followup.pk,
                    filename=filename,
                    mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                    size=file.size,
                    )
                a.file.save(filename, file, save=False)
                a.save()

                if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                    # Only files smaller than 512kb (or as defined in
                    # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                    files.append([a.filename, a.file])

        if old_ticket.title != ticket.title:
            change = TicketChange(
                followup_id=followup.id,
                field=_('Title'),
                old_value = old_ticket.title,
                new_value = ticket.title
            )

        if old_ticket.priority != ticket.priority:
            change = TicketChange(
                followup_id=followup.id,
                field=_('Priority'),
                old_value = old_ticket.priority,
                new_value = ticket.priority
            )

        if old_ticket.due_date != ticket.due_date:
            change = TicketChange(
                followup_id=followup.id,
                field=_('Due on'),
                old_value = old_ticket.due_date,
                new_value = ticket.due_date
            )

        # We need to allow the 'ticket' and 'queue' contexts to be applied to the
        # comment.
        from django.template import loader, Context
        context = safe_template_context(ticket)
        # this line sometimes creates problems if code is sent as a comment.
        # if comment contains some django code, like "why does {% if bla %} crash",
        # then the following line will give us a crash, since django expects {% if %}
        # to be closed with an {% endif %} tag.

        # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
        try:
            from django.template import engines
            template_func = engines['django'].from_string
        except ImportError:  # occurs in django < 1.8
#.........这里部分代码省略.........

def update_ticket(request, ticket_id, public=False):
    if not (public or (request.user.is_authenticated() and request.user.is_active and request.user.is_staff)):
        return HttpResponseForbidden(_('Sorry, you need to login to do that.'))

    ticket = get_object_or_404(Ticket, id=ticket_id)

    comment = request.POST.get('comment', '')
    new_status = int(request.POST.get('new_status', ticket.status))
    title = request.POST.get('title', '')
    public = request.POST.get('public', False)
    owner = int(request.POST.get('owner', None))
    priority = int(request.POST.get('priority', ticket.priority))
    tags = request.POST.get('tags', '')

    # We need to allow the 'ticket' and 'queue' contexts to be applied to the
    # comment.
    from django.template import loader, Context
    context = safe_template_context(ticket)
    comment = loader.get_template_from_string(comment).render(Context(context))

    if owner is None and ticket.assigned_to:
        owner = ticket.assigned_to.id

    f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)

    if request.user.is_staff:
        f.user = request.user

    f.public = public

    reassigned = False

    if owner is not None:
        if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
            new_user = User.objects.get(id=owner)
            f.title = _('Assigned to %(username)s') % {
                'username': new_user.username,
                }
            ticket.assigned_to = new_user
            reassigned = True
        elif owner == 0 and ticket.assigned_to is not None:
            f.title = _('Unassigned')
            ticket.assigned_to = None

    if new_status != ticket.status:
        ticket.status = new_status
        ticket.save()
        f.new_status = new_status
        if f.title:
            f.title += ' and %s' % ticket.get_status_display()
        else:
            f.title = '%s' % ticket.get_status_display()

    if not f.title:
        if f.comment:
            f.title = _('Comment')
        else:
            f.title = _('Updated')

    f.save()

    files = []
    if request.FILES:
        import mimetypes, os
        for file in request.FILES.getlist('attachment'):
            filename = file.name.replace(' ', '_')
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=file.size,
                )
            a.file.save(file.name, file, save=False)
            a.save()

            if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)


    if title != ticket.title:
        c = TicketChange(
            followup=f,
            field=_('Title'),
            old_value=ticket.title,
            new_value=title,
            )
        c.save()
        ticket.title = title

    if priority != ticket.priority:
        c = TicketChange(
            followup=f,
            field=_('Priority'),
            old_value=ticket.priority,
            new_value=priority,
            )
        c.save()
        ticket.priority = priority
#.........这里部分代码省略.........

    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 update_ticket(request, ticket_id, public=False):
    ticket = get_object_or_404(Ticket, id=ticket_id,owner=request.user)

    comment = request.POST.get('comment', '')
    new_status = int(request.POST.get('new_status', ticket.status))
    title = request.POST.get('title', ticket.title)
    #public = request.POST.get('public', public)
    public=True
       
    owner = ticket.owner
    #priority = int(request.POST.get('priority', ticket.priority))
    
    tags = request.POST.get('tags', '')

    # We need to allow the 'ticket' and 'queue' contexts to be applied to the
    # comment.
    from django.template import loader, Context
    context = safe_template_context(ticket)
    comment = loader.get_template_from_string(comment).render(Context(context))

    #if owner is None and ticket.assigned_to:
    #    owner = ticket.assigned_to.id

    f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)

    #if request.user.is_authenticated():
    f.account = request.user.account

    f.public = True

    reassigned = False

    if new_status != ticket.status:
        ticket.status = new_status
        ticket.save()
        f.new_status = new_status
        if f.title:
            f.title += _(u'%(STATUS)s %(USER)s ') % {'USER': request.user.account, 'STATUS': ticket.get_status_display()} 
        else:
            f.title = _(u'%(STATUS)s %(USER)s ') % {'USER': request.user.account, 'STATUS': ticket.get_status_display()} 

    if not f.title:
        if f.comment:
            f.title = _(u'Добавлен комментарий от %(USER)s ') % {'USER': request.user.account}
        else:
            f.title = _(u'Обновлено %(USER)s ') % {'USER': request.user.account}

    f.save()
    files = []
    if request.FILES:
        import mimetypes, os
        for file in request.FILES.getlist('attachment'):
            filename = file.name.replace(' ', '_')
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=file.size,
                )
            a.file.save(file.name, file, save=False)
            a.save()

            if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)


    if title != ticket.title:
        c = TicketChange(
            followup=f,
            field=_('Title'),
            old_value=ticket.title,
            new_value=title,
            )
        c.save()
        ticket.title = title


    if HAS_TAG_SUPPORT:
        if tags != ticket.tags:
            c = TicketChange(
                followup=f,
                field=_('Tags'),
                old_value=ticket.tags,
                new_value=tags,
                )
            c.save()
            ticket.tags = tags

    if f.new_status == Ticket.RESOLVED_STATUS:
        ticket.resolution = comment

    messages_sent_to = []

    context.update(
        resolution=ticket.resolution,
        comment=f.comment,
        )

#.........这里部分代码省略.........

def create_object_from_email_message(message, ticket_id, payload, files, quiet):

    ticket, previous_followup, new = None, None, False
    now = timezone.now()

    queue = payload['queue']
    sender_email = payload['sender_email']

    to_list = getaddresses(message.get_all('To', []))
    cc_list = getaddresses(message.get_all('Cc', []))

    message_id = message.get('Message-Id')
    in_reply_to = message.get('In-Reply-To')

    if in_reply_to is not None:
        try:
            queryset = FollowUp.objects.filter(message_id=in_reply_to).order_by('-date')
            if queryset.count() > 0:
                previous_followup = queryset.first()
                ticket = previous_followup.ticket
        except FollowUp.DoesNotExist:
            pass #play along. The header may be wrong

    if previous_followup is None and ticket_id is not None:
        try:
            ticket = Ticket.objects.get(id=ticket_id)
            new = False
        except Ticket.DoesNotExist:
            ticket = None

    # New issue, create a new <Ticket> instance
    if ticket is None:
        ticket = Ticket.objects.create(
            title = payload['subject'],
            queue = queue,
            submitter_email = sender_email,
            created = now,
            description = payload['body'],
            priority = payload['priority'],
        )
        ticket.save()

        new = True
        update = ''

    # Old issue being re-openned
    elif ticket.status == Ticket.CLOSED_STATUS:
        ticket.status = Ticket.REOPENED_STATUS
        ticket.save()

    f = FollowUp(
        ticket = ticket,
        title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
        date = now,
        public = True,
        comment = payload['body'],
        message_id = message_id,
    )

    if ticket.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
    
    f.save()

    if not quiet:
        print((" [%s-%s] %s" % (ticket.queue.slug, ticket.id, ticket.title,)).encode('ascii', 'replace'))

    for file in files:
        if file['content']:
            filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
            filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=file['type'],
                size=len(file['content']),
                )
            a.file.save(filename, ContentFile(file['content']), save=False)
            a.save()
            if not quiet:
                print("    - %s" % filename)


    context = safe_template_context(ticket)

    new_ticket_ccs = []
    new_ticket_ccs.append(create_ticket_cc(ticket, to_list))
    new_ticket_ccs.append(create_ticket_cc(ticket, cc_list))

    notification_template = None
    notifications_to_be_sent = [sender_email,]
    
    if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):

        ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)

        for email in ticket_cc_list : 
            notifications_to_be_sent.append(email)

#.........这里部分代码省略.........

#.........这里部分代码省略.........
            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,
                )

    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, 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,
            )
#.........这里部分代码省略.........

    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',
#.........这里部分代码省略.........