""" Management command: fetch_ticket_replies Polls support@example.com via IMAP and creates TicketReply objects for any customer replies that reference a ticket number in the subject line. Run manually: python manage.py fetch_ticket_replies Cron (every 5m): */5 * * * * /path/to/venv/bin/python manage.py fetch_ticket_replies """ import imaplib import email import re import html from email.header import decode_header from django.core.management.base import BaseCommand from django.conf import settings from apps.tickets.models import Ticket, TicketReply def _decode_header_value(value): """Decode an email header value safely.""" if not value: return '' parts = decode_header(value) decoded = [] for part, charset in parts: if isinstance(part, bytes): decoded.append(part.decode(charset or 'utf-8', errors='replace')) else: decoded.append(part) return ''.join(decoded) def _get_body(msg): """Extract plain text body from an email message.""" body = '' if msg.is_multipart(): for part in msg.walk(): content_type = part.get_content_type() disposition = str(part.get('Content-Disposition', '')) if content_type == 'text/plain' and 'attachment' not in disposition: charset = part.get_content_charset() or 'utf-8' body = part.get_payload(decode=True).decode(charset, errors='replace') break # Fall back to HTML part if no plain text if not body: for part in msg.walk(): if part.get_content_type() == 'text/html': charset = part.get_content_charset() or 'utf-8' raw_html = part.get_payload(decode=True).decode(charset, errors='replace') body = re.sub(r'<[^>]+>', ' ', raw_html) body = html.unescape(body) break else: charset = msg.get_content_charset() or 'utf-8' body = msg.get_payload(decode=True).decode(charset, errors='replace') # Strip quoted reply (lines starting with > or typical reply headers) lines = body.splitlines() clean_lines = [] for line in lines: stripped = line.strip() if stripped.startswith('>'): break # Stop at common quoted-reply markers if re.match(r'^On .+ wrote:$', stripped): break if stripped.startswith('From:') and len(clean_lines) > 3: break clean_lines.append(line) return '\n'.join(clean_lines).strip() class Command(BaseCommand): help = 'Fetch customer email replies and attach them to tickets' def handle(self, *args, **options): from apps.ftlink.models import JobRun # Settings only. Credentials do not live in .env. from apps.pages.email_backend import support_credentials, support_imap support_email, support_password = support_credentials() imap_host, imap_port = support_imap() if not support_email or not support_password: self.stderr.write('No support mailbox set. Add it under Settings, Outgoing Email.') return if not imap_host: self.stderr.write('No mail host set. Add the SMTP host under Settings, Outgoing Email.') return try: mail = imaplib.IMAP4_SSL(imap_host, imap_port) mail.login(support_email, support_password) except Exception as exc: self.stderr.write(f'IMAP login failed: {exc}') return mail.select('INBOX') _, data = mail.search(None, 'UNSEEN') msg_ids = data[0].split() if not msg_ids: self.stdout.write('No new emails.') mail.logout() # An empty mailbox is a successful run, not a skipped one. Without # this the heartbeat only fired on days a customer happened to # reply, and System Info would report a perfectly healthy job as # never having run. JobRun.record('fetch_ticket_replies', note='no new emails') return processed = 0 for msg_id in msg_ids: _, msg_data = mail.fetch(msg_id, '(RFC822)') raw = msg_data[0][1] msg = email.message_from_bytes(raw) subject = _decode_header_value(msg.get('Subject', '')) from_header = _decode_header_value(msg.get('From', '')) # Two shapes have to work here, and the old one is not # optional: every ticket ever raised went out as PREFIX-123456 # and those numbers are sitting in customers' inboxes. The new # form has no hyphen and a T after the prefix. # # FTT260800012 current # FT-123456 everything issued before 22 August 2026 # # Current form first, because a subject could carry both if a # customer quotes an old thread. ticket_number = '' for pattern in (r'\b([A-Za-z]{2,6}\d{8,12})\b', r'\b([A-Za-z]{1,4}-\d{4,})\b'): m = re.search(pattern, subject) if m: ticket_number = m.group(1).upper() break if not ticket_number: # Mark as read so we don't reprocess mail.store(msg_id, '+FLAGS', '\\Seen') continue try: ticket = Ticket.objects.get(ticket_number=ticket_number) except Ticket.DoesNotExist: mail.store(msg_id, '+FLAGS', '\\Seen') self.stdout.write(f'Ticket {ticket_number} not found — skipping.') continue body = _get_body(msg) if not body: mail.store(msg_id, '+FLAGS', '\\Seen') continue # Extract sender name from From header sender_name = re.sub(r'<.*?>', '', from_header).strip().strip('"') or ticket.sender_name TicketReply.objects.create( ticket=ticket, author=None, author_name=sender_name, message=body, is_internal=False, sent_by_email=False, ) # Move ticket back to open/waiting if resolved if ticket.status in (Ticket.STATUS_RESOLVED, Ticket.STATUS_CLOSED): ticket.status = Ticket.STATUS_OPEN else: ticket.status = Ticket.STATUS_OPEN ticket.save(update_fields=['status', 'updated_at']) mail.store(msg_id, '+FLAGS', '\\Seen') processed += 1 self.stdout.write(f'Reply added to {ticket_number} from {sender_name}') mail.logout() self.stdout.write(f'Done — {processed} replies imported.') JobRun.record('fetch_ticket_replies', note=f'{processed} replies imported')