mirror of
https://github.com/django-helpdesk/django-helpdesk.git
synced 2024-12-14 02:41:26 +01:00
70 lines
2.8 KiB
Python
70 lines
2.8 KiB
Python
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""" ..
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.,::;::::::
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..,::::::::,,,,::: Jutda Helpdesk - A Django
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.,,::::::,,,,,,,,,,,,,:: powered ticket tracker for
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.,::::::,,,,,,,,,,,,,,,,,,:;r. small enterprise
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.::::,,,,,,,,,,,,,,,,,,,,,,:;;rr.
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.:::,,,,,,,,,,,,,,,,,,,,,,,:;;;;;rr (c) Copyright 2008
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.:::,,,,,,,,,,,,,,,,,,,,,,,:;;;:::;;rr
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.:::,,,,,,,,,,,,,,,,,,,,. ,;;;::::::;;rr Jutda
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.:::,,,,,,,,,,,,,,,,,,. .:;;:::::::::;;rr
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.:::,,,,,,,,,,,,,,,. .;r;::::::::::::;r; All Rights Reserved
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.:::,,,,,,,,,,,,,,, .;r;;:::::::::::;;:.
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.:::,,,,,,,,,,,,,,,. .;r;;::::::::::::;:.
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.;:,,,,,,,,,,,,,,, .,;rr;::::::::::::;:. This software is released
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.,:,,,,,,,,,,,,,. .,:;rrr;;::::::::::::;;. under a limited-use license that
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:,,,,,,,,,,,,,..:;rrrrr;;;::::::::::::;;. allows you to freely download this
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:,,,,,,,:::;;;rr;;;;;;:::::::::::::;;, software from it's manufacturer and
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::::;;;;;;;;;;;:::::::::::::::::;;, use it yourself, however you may not
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.r;;;;:::::::::::::::::::::::;;;, distribute it. For further details, see
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.r;::::::::::::::::::::;;;;;:, the enclosed LICENSE file.
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.;;::::::::::::::;;;;;:,.
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.;;:::::::;;;;;;:,. Please direct people who wish to download this
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.r;;;;;;;;:,. software themselves to www.jutda.com.au.
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,,,..
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$Id$
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"""
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from datetime import datetime, timedelta
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from django.db.models import Q
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from helpdesk.models import Queue, Ticket, FollowUp
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from helpdesk.lib import send_multipart_mail
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def escalate_tickets():
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for q in Queue.objects.filter(escalate_hours__isnull=False).exclude(escalate_hours=0):
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if not q.last_escalation: q.last_escalation = datetime.now()-timedelta(hours=q.escalate_hours)
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if (q.last_escalation + timedelta(hours=q.escalate_hours) - timedelta(minutes=2)) > datetime.now():
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continue
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print "Processing: %s" % q
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q.last_escalation = datetime.now()
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q.save()
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for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1):
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t.priority -= 1
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t.save()
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f = FollowUp(
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ticket = t,
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title = 'Ticket Escalated',
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date=q.last_escalation,
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public=True,
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comment='Ticket escalated after %s hours' % q.escalate_hours,
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)
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f.save()
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tc = TicketChange(
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followup = f,
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field = 'priority',
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old_value = t.priority + 1,
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new_value = t.priority,
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)
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tc.save()
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if __name__ == '__main__':
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escalate_tickets()
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