django-helpdesk/helpdesk/settings.py

"""
Default settings for django-helpdesk.

"""

from django import forms
from django.conf import settings
from django.core.exceptions import ImproperlyConfigured
from django.utils.translation import gettext_lazy as _
import os
import re
import warnings


DEFAULT_USER_SETTINGS = {
    'login_view_ticketlist': True,
    'email_on_ticket_change': True,
    'email_on_ticket_assign': True,
    'tickets_per_page': 25,
    'use_email_as_submitter': True,
}

try:
    DEFAULT_USER_SETTINGS.update(settings.HELPDESK_DEFAULT_SETTINGS)
except AttributeError:
    pass


HAS_TAG_SUPPORT = False

# Use international timezones
USE_TZ: bool = True

# check for secure cookie support
if os.environ.get('SECURE_PROXY_SSL_HEADER'):
    SECURE_PROXY_SSL_HEADER = ('HTTP_X_FORWARDED_PROTO', 'https')

    SESSION_COOKIE_SECURE = True
    CSRF_COOKIE_SECURE = True

##########################################
# generic options - visible on all pages #
##########################################

# redirect to login page instead of the default homepage when users visits "/"?
HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings,
                                                'HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT',
                                                False)

# Enable the Dependencies field on ticket view
HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET = getattr(settings,
                                                 'HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET',
                                                 True)

# Enable the Time spent on field on ticket view
HELPDESK_ENABLE_TIME_SPENT_ON_TICKET = getattr(settings,
                                               'HELPDESK_ENABLE_TIME_SPENT_ON_TICKET',
                                               True)

# raises a 404 to anon users. It's like it was invisible
HELPDESK_ANON_ACCESS_RAISES_404 = getattr(settings,
                                          'HELPDESK_ANON_ACCESS_RAISES_404',
                                          False)

# Disable Timeline on ticket list
HELPDESK_TICKETS_TIMELINE_ENABLED = getattr(
    settings, 'HELPDESK_TICKETS_TIMELINE_ENABLED', True)

# show extended navigation by default, to all users, irrespective of staff
# status?
HELPDESK_NAVIGATION_ENABLED = getattr(
    settings, 'HELPDESK_NAVIGATION_ENABLED', False)

# use public CDNs to serve jquery and other javascript by default?
# otherwise, use built-in static copy
HELPDESK_USE_CDN = getattr(settings, 'HELPDESK_USE_CDN', False)

# show dropdown list of languages that ticket comments can be translated into?
HELPDESK_TRANSLATE_TICKET_COMMENTS = getattr(settings,
                                             'HELPDESK_TRANSLATE_TICKET_COMMENTS',
                                             False)

# list of languages to offer. if set to false,
# all default google translate languages will be shown.
HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings,
                                                  'HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG',
                                                  ["en", "de", "es", "fr", "it", "ru"])

# show link to 'change password' on 'User Settings' page?
HELPDESK_SHOW_CHANGE_PASSWORD = getattr(
    settings, 'HELPDESK_SHOW_CHANGE_PASSWORD', False)

# allow user to override default layout for 'followups' - work in progress.
HELPDESK_FOLLOWUP_MOD = getattr(settings, 'HELPDESK_FOLLOWUP_MOD', False)

# auto-subscribe user to ticket if (s)he responds to a ticket?
HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = getattr(settings,
                                                     'HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE',
                                                     False)

# URL schemes that are allowed within links
ALLOWED_URL_SCHEMES = getattr(settings, 'ALLOWED_URL_SCHEMES', (
    'file', 'ftp', 'ftps', 'http', 'https', 'irc', 'mailto', 'sftp', 'ssh', 'tel', 'telnet', 'tftp', 'vnc', 'xmpp',
))

# Ticket status choices
OPEN_STATUS = getattr(settings, 'HELPDESK_TICKET_OPEN_STATUS', 1)
REOPENED_STATUS = getattr(settings, 'HELPDESK_TICKET_REOPENED_STATUS', 2)
RESOLVED_STATUS = getattr(settings, 'HELPDESK_TICKET_RESOLVED_STATUS', 3)
CLOSED_STATUS = getattr(settings, 'HELPDESK_TICKET_CLOSED_STATUS', 4)
DUPLICATE_STATUS = getattr(settings, 'HELPDESK_TICKET_DUPLICATE_STATUS', 5)

DEFAULT_TICKET_STATUS_CHOICES = (
    (OPEN_STATUS, _('Open')),
    (REOPENED_STATUS, _('Reopened')),
    (RESOLVED_STATUS, _('Resolved')),
    (CLOSED_STATUS, _('Closed')),
    (DUPLICATE_STATUS, _('Duplicate')),
)
TICKET_STATUS_CHOICES = getattr(settings,
                                'HELPDESK_TICKET_STATUS_CHOICES',
                                DEFAULT_TICKET_STATUS_CHOICES)

# List of status choices considered as "open"
DEFAULT_TICKET_OPEN_STATUSES = (OPEN_STATUS, REOPENED_STATUS)       
TICKET_OPEN_STATUSES = getattr(settings,
                               'HELPDESK_TICKET_OPEN_STATUSES',
                               DEFAULT_TICKET_OPEN_STATUSES)

# New status list choices depending on current ticket status
DEFAULT_TICKET_STATUS_CHOICES_FLOW = {
    OPEN_STATUS: (OPEN_STATUS, RESOLVED_STATUS, CLOSED_STATUS, DUPLICATE_STATUS,),
    REOPENED_STATUS: (REOPENED_STATUS, RESOLVED_STATUS, CLOSED_STATUS, DUPLICATE_STATUS,),
    RESOLVED_STATUS: (REOPENED_STATUS, RESOLVED_STATUS, CLOSED_STATUS,),
    CLOSED_STATUS: (REOPENED_STATUS, CLOSED_STATUS,),
    DUPLICATE_STATUS: (REOPENED_STATUS, DUPLICATE_STATUS,),
}
TICKET_STATUS_CHOICES_FLOW = getattr(settings,
                                     'HELPDESK_TICKET_STATUS_CHOICES_FLOW',
                                     DEFAULT_TICKET_STATUS_CHOICES_FLOW)

# Ticket priority choices
DEFAULT_TICKET_PRIORITY_CHOICES = (
    (1, _('1. Critical')),
    (2, _('2. High')),
    (3, _('3. Normal')),
    (4, _('4. Low')),
    (5, _('5. Very Low')),
)
TICKET_PRIORITY_CHOICES = getattr(settings,
                                  'HELPDESK_TICKET_PRIORITY_CHOICES',
                                  DEFAULT_TICKET_PRIORITY_CHOICES)


#########################
# time tracking options #
#########################

# Follow-ups automatic time_spent calculation
FOLLOWUP_TIME_SPENT_AUTO = getattr(settings,
                                   'HELPDESK_FOLLOWUP_TIME_SPENT_AUTO',
                                   False)

# Calculate time_spent according to open hours
FOLLOWUP_TIME_SPENT_OPENING_HOURS = getattr(settings,
                                   'HELPDESK_FOLLOWUP_TIME_SPENT_OPENING_HOURS',
                                   {})

# Holidays don't count for time_spent calculation
FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS= getattr(settings,
                                   'HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS',
                                   ())

############################
# options for public pages #
############################

# show 'view a ticket' section on public page?
HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(
    settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC', True)

# show 'submit a ticket' section on public page?
HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(
    settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)

# change that to custom class to have extra fields or validation (like captcha)
HELPDESK_PUBLIC_TICKET_FORM_CLASS = getattr(
    settings,
    "HELPDESK_PUBLIC_TICKET_FORM_CLASS",
    "helpdesk.forms.PublicTicketForm"
)

# Custom fields constants
CUSTOMFIELD_TO_FIELD_DICT = {
    'boolean': forms.BooleanField,
    'date': forms.DateField,
    'time': forms.TimeField,
    'datetime': forms.DateTimeField,
    'email': forms.EmailField,
    'url': forms.URLField,
    'ipaddress': forms.GenericIPAddressField,
    'slug': forms.SlugField,
}
CUSTOMFIELD_DATE_FORMAT = "%Y-%m-%d"
CUSTOMFIELD_TIME_FORMAT = "%H:%M:%S"
CUSTOMFIELD_DATETIME_FORMAT = f"{CUSTOMFIELD_DATE_FORMAT}T%H:%M"


###################################
# options for update_ticket views #
###################################

''' options for update_ticket views '''
# allow non-staff users to interact with tickets?
# can be True/False or a callable accepting the active user and returning
# True if they must be considered helpdesk staff
HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(
    settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
if not (HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE in (True, False) or callable(HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
    warnings.warn(
        "HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE should be set to either True/False or a callable.",
        RuntimeWarning
    )

# show edit buttons in ticket follow ups.
HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings,
                                              'HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP',
                                              True)

# show delete buttons in ticket follow ups if user is 'superuser'
HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = getattr(
    settings, 'HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP', False)

# make all updates public by default? this will hide the 'is this update
# public' checkbox
HELPDESK_UPDATE_PUBLIC_DEFAULT = getattr(
    settings, 'HELPDESK_UPDATE_PUBLIC_DEFAULT', False)

# only show staff users in ticket owner drop-downs
HELPDESK_STAFF_ONLY_TICKET_OWNERS = getattr(
    settings, 'HELPDESK_STAFF_ONLY_TICKET_OWNERS', False)

# only show staff users in ticket cc drop-down
HELPDESK_STAFF_ONLY_TICKET_CC = getattr(
    settings, 'HELPDESK_STAFF_ONLY_TICKET_CC', False)

# allow the subject to have a configurable template.
HELPDESK_EMAIL_SUBJECT_TEMPLATE = getattr(
    settings, 'HELPDESK_EMAIL_SUBJECT_TEMPLATE',
    "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s")
# since django-helpdesk may not work correctly without the ticket ID
# in the subject, let's do a check for it quick:
if HELPDESK_EMAIL_SUBJECT_TEMPLATE.find("ticket.ticket") < 0:
    raise ImproperlyConfigured

# default fallback locale when queue locale not found
HELPDESK_EMAIL_FALLBACK_LOCALE = getattr(
    settings, 'HELPDESK_EMAIL_FALLBACK_LOCALE', 'en')

# default maximum email attachment size, in bytes
# only attachments smaller than this size will be sent via email
HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE = getattr(
    settings, 'HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE', 512000)


########################################
# options for staff.create_ticket view #
########################################

# hide the 'assigned to' / 'Case owner' field from the 'create_ticket' view?
HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(
    settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)


#################
# email options #
#################

# default Queue email submission settings
QUEUE_EMAIL_BOX_TYPE = getattr(settings, 'QUEUE_EMAIL_BOX_TYPE', None)
QUEUE_EMAIL_BOX_SSL = getattr(settings, 'QUEUE_EMAIL_BOX_SSL', None)
QUEUE_EMAIL_BOX_HOST = getattr(settings, 'QUEUE_EMAIL_BOX_HOST', None)
QUEUE_EMAIL_BOX_USER = getattr(settings, 'QUEUE_EMAIL_BOX_USER', None)
QUEUE_EMAIL_BOX_PASSWORD = getattr(settings, 'QUEUE_EMAIL_BOX_PASSWORD', None)

# only process emails with a valid tracking ID? (throws away all other mail)
QUEUE_EMAIL_BOX_UPDATE_ONLY = getattr(
    settings, 'QUEUE_EMAIL_BOX_UPDATE_ONLY', False)

# only allow users to access queues that they are members of?
HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = getattr(
    settings, 'HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION', False)

# use https in the email links
HELPDESK_USE_HTTPS_IN_EMAIL_LINK = getattr(
    settings, 'HELPDESK_USE_HTTPS_IN_EMAIL_LINK', settings.SECURE_SSL_REDIRECT)

# Default to True for backwards compatibility
HELPDESK_TEAMS_MODE_ENABLED = getattr(settings, 'HELPDESK_TEAMS_MODE_ENABLED', True)
if HELPDESK_TEAMS_MODE_ENABLED:
    HELPDESK_TEAMS_MODEL = getattr(
        settings, 'HELPDESK_TEAMS_MODEL', 'pinax_teams.Team')
    HELPDESK_TEAMS_MIGRATION_DEPENDENCIES = getattr(settings, 'HELPDESK_TEAMS_MIGRATION_DEPENDENCIES', [
                                                ('pinax_teams', '0004_auto_20170511_0856')])
    HELPDESK_KBITEM_TEAM_GETTER = getattr(
        settings, 'HELPDESK_KBITEM_TEAM_GETTER', lambda kbitem: kbitem.team)
else:
    HELPDESK_TEAMS_MODEL = settings.AUTH_USER_MODEL
    HELPDESK_TEAMS_MIGRATION_DEPENDENCIES = []
    HELPDESK_KBITEM_TEAM_GETTER = lambda _: None

# show knowledgebase links?
# If Teams mode is enabled then it has to be on
HELPDESK_KB_ENABLED = True if HELPDESK_TEAMS_MODE_ENABLED else getattr(settings, 'HELPDESK_KB_ENABLED', True)

# Include all signatures and forwards in the first ticket message if set
# Useful if you get forwards dropped from them while they are useful part
# of request
HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL = getattr(
    settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False)

# If set then we always save incoming emails as .eml attachments
# which is quite noisy but very helpful for complicated markup, forwards and so on
# (which gets stripped/corrupted otherwise)
HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE = getattr(
    settings, "HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE", False)

#######################
# email OAUTH         #
#######################

HELPDESK_OAUTH = getattr(
    settings, 'HELPDESK_OAUTH', {
        "token_url": "",
        "client_id": "",
        "secret": "",
        "scope": [""]
    }
)

# Set Debug Logging Level for IMAP Services. Default to '0' for No Debugging
HELPDESK_IMAP_DEBUG_LEVEL = getattr(settings, 'HELPDESK_IMAP_DEBUG_LEVEL', 0)

#############################################
# file permissions - Attachment directories #
#############################################

# Attachment directories should be created with permission 755 (rwxr-xr-x)
# Override it in your own Django settings.py
HELPDESK_ATTACHMENT_DIR_PERMS = int(getattr(settings, 'HELPDESK_ATTACHMENT_DIR_PERMS', "755"), 8)

def get_followup_webhook_urls():
    urls = os.environ.get('HELPDESK_FOLLOWUP_WEBHOOK_URLS', None)
    if urls:
        return re.split(r'[\s],[\s]', urls)

HELPDESK_GET_FOLLOWUP_WEBHOOK_URLS = getattr(settings, 'HELPDESK_GET_FOLLOWUP_WEBHOOK_URLS', get_followup_webhook_urls)

def get_new_ticket_webhook_urls():
    urls = os.environ.get('HELPDESK_NEW_TICKET_WEBHOOK_URLS', None)
    if urls:
        return urls.split(',')

HELPDESK_GET_NEW_TICKET_WEBHOOK_URLS = getattr(settings, 'HELPDESK_GET_NEW_TICKET_WEBHOOK_URLS', get_new_ticket_webhook_urls)

HELPDESK_WEBHOOK_TIMEOUT = getattr(settings, 'HELPDESK_WEBHOOK_TIMEOUT', 3)