django-helpdesk/views.py

"""
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.

(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.

views.py - The bulk of the application - provides most business logic and 
           renders all user-facing views.
"""
from datetime import datetime

from django.contrib.auth.models import User
from django.contrib.auth.decorators import login_required
from django.core.urlresolvers import reverse
from django.db.models import Q
from django.http import HttpResponseRedirect, Http404, HttpResponse
from django.shortcuts import render_to_response, get_object_or_404
from django.template import loader, Context, RequestContext

from helpdesk.forms import TicketForm, PublicTicketForm
from helpdesk.lib import send_multipart_mail
from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment

def dashboard(request):
    """
    This isn't always truly a "dashboard" view. If the user is not logged in,
    we instead show the user a "public submission" form and a way to view
    existing tickets.
    """
    if request.user.is_authenticated():
        tickets = Ticket.objects.filter(assigned_to=request.user).exclude(status=Ticket.CLOSED_STATUS)
        unassigned_tickets = Ticket.objects.filter(assigned_to__isnull=True).exclude(status=Ticket.CLOSED_STATUS)
    
        dash_tickets = []
        for q in Queue.objects.all():
            dash_tickets.append({
                'queue': q,
                'open': q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).count(),
                'resolved': q.ticket_set.filter(status=Ticket.RESOLVED_STATUS).count(),
            })

        return render_to_response('helpdesk/dashboard.html',
            RequestContext(request, {
                'user_tickets': tickets,
                'unassigned_tickets': unassigned_tickets,
                'dash_tickets': dash_tickets,
            }))
    else:
        # Not a logged in user
        if request.method == 'POST':
            form = PublicTicketForm(request.POST)
            form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
            if form.is_valid():
                ticket = form.save()
                return HttpResponseRedirect('%s?ticket=%s&email=%s'% (reverse('helpdesk_public_view'), ticket.ticket_for_url, ticket.submitter_email))
        else:
            form = PublicTicketForm()
            form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]

        return render_to_response('helpdesk/public_homepage.html',
            RequestContext(request, {
                'form': form,
            }))

def delete_ticket(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    
    if request.method == 'GET':
        return render_to_response('helpdesk/delete_ticket.html',
            RequestContext(request, {
                'ticket': ticket,
            }))
    else:
        ticket.delete()
        return HttpResponseRedirect(reverse('helpdesk_home'))
delete_ticket = login_required(delete_ticket)

def view_ticket(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if request.GET.has_key('take'):
        ticket.assigned_to = request.user
        ticket.save()

    if request.GET.has_key('close') and ticket.status == Ticket.RESOLVED_STATUS:
        if not ticket.assigned_to: 
            owner = 0
        else:
            owner = ticket.assigned_to.id
        request.POST = {'new_status': Ticket.CLOSED_STATUS, 'public': 1, 'owner': owner, 'title': ticket.title, 'comment': "Accepted resolution and closed ticket"}
        return update_ticket(request, ticket_id)

    return render_to_response('helpdesk/ticket.html',
        RequestContext(request, {
            'ticket': ticket,
            'active_users': User.objects.filter(is_active=True),
            'priorities': Ticket.PRIORITY_CHOICES,
            'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
        }))
view_ticket = login_required(view_ticket)

def update_ticket(request, ticket_id):
    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))
    
    if not owner and ticket.assigned_to:
        owner = ticket.assigned_to.id

    f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment, user=request.user)
    if public:
        f.public = True

    reassigned = False

    if owner:
        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 %s' % new_user.username
            ticket.assigned_to = new_user
            reassigned = True
        else:
            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()
    
    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

    if f.new_status == Ticket.RESOLVED_STATUS:
        ticket.resolution = comment
    
    if ticket.submitter_email and ((f.comment != '' and public) or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
        context = {
            'ticket': ticket,
            'queue': ticket.queue,
            'resolution': ticket.resolution,
            'comment': f.comment,
        }
        if f.new_status == Ticket.RESOLVED_STATUS:
            template = 'helpdesk/emails/submitter_resolved'
            subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
        elif f.new_status == Ticket.CLOSED_STATUS:
            template = 'helpdesk/emails/submitter_closed'
            subject = '%s %s (Closed)' % (ticket.ticket, ticket.title)
        else:
            template = 'helpdesk/emails/submitter_updated'
            subject = '%s %s (Updated)' % (ticket.ticket, ticket.title)
        send_multipart_mail(template, context, subject, ticket.submitter_email, ticket.queue.from_address, fail_silently=True)

    if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email:
        # We only send e-mails to staff members if the ticket is updated by 
        # another user.
        if reassigned:
            template_staff = 'helpdesk/emails/owner_assigned'
            subject = '%s %s (Assigned)' % (ticket.ticket, ticket.title)
        elif f.new_status == Ticket.RESOLVED_STATUS:
            template_staff = 'helpdesk/emails/owner_resolved'
            subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
        elif f.new_status == Ticket.CLOSED_STATUS:
            template_staff = 'helpdesk/emails/owner_closed'
            subject = '%s %s (Closed)' % (ticket.ticket, ticket.title)
        else:
            template_staff = 'helpdesk/emails/owner_updated'
            subject = '%s %s (Updated)' % (ticket.ticket, ticket.title)
        
        send_multipart_mail(template_staff, context, subject, ticket.assigned_to.email, ticket.queue.from_address, fail_silently=True)
           
            
        if ticket.queue.updated_ticket_cc:
            if reassigned:
                template_cc = 'helpdesk/emails/cc_assigned'
                subject = '%s %s (Assigned)' % (ticket.ticket, ticket.title)
            elif f.new_status == Ticket.RESOLVED_STATUS:
                template_cc = 'helpdesk/emails/cc_resolved'
                subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
            elif f.new_status == Ticket.CLOSED_STATUS:
                template_cc = 'helpdesk/emails/cc_closed'
                subject = '%s %s (Closed)' % (ticket.ticket, ticket.title)
            else:
                template_cc = 'helpdesk/emails/cc_updated'
                subject = '%s %s (Updated)' % (ticket.ticket, ticket.title)
            
            send_multipart_mail(template_cc, context, subject, ticket.queue.updated_ticket_cc, ticket.queue.from_address, fail_silently=True)

    if request.FILES:
        for file in request.FILES.getlist('attachment'):
            filename = file['filename'].replace(' ', '_')
            a = Attachment(followup=f, filename=filename, mime_type=file['content-type'], size=len(file['content']))
            a.save_file_file(file['filename'], file['content'])
            a.save()

    ticket.save()
            
    return HttpResponseRedirect(ticket.get_absolute_url())
update_ticket = login_required(update_ticket)

def ticket_list(request):
    tickets = Ticket.objects.select_related()
    context = {}

    ### FILTERING
    queues = request.GET.getlist('queue')
    if queues:
        queues = [int(q) for q in queues]
        tickets = tickets.filter(queue__id__in=queues)
        context = dict(context, queues=queues)

    owners = request.GET.getlist('assigned_to')
    if owners:
        owners = [int(u) for u in owners]
        tickets = tickets.filter(assigned_to__id__in=owners)
        context = dict(context, owners=owners)

    statuses = request.GET.getlist('status')
    if statuses:
        statuses = [int(s) for s in statuses]
        tickets = tickets.filter(status__in=statuses)
        context = dict(context, statuses=statuses)

    ### KEYWORD SEARCHING
    q = request.GET.get('q', None)
    
    if q:
        qset = (
            Q(title__icontains=q) |
            Q(description__icontains=q) |
            Q(resolution__icontains=q) |
            Q(submitter_email__icontains=q)
        )
        tickets = tickets.filter(qset)
        context = dict(context, query=q)
   
    ### SORTING
    sort = request.GET.get('sort', None)
    if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
        sort = 'created'
    tickets = tickets.order_by(sort)
    context = dict(context, sort=sort)

    return render_to_response('helpdesk/ticket_list.html',
        RequestContext(request, dict(
            context,
            tickets=tickets,
            user_choices=User.objects.filter(is_active=True),
            queue_choices=Queue.objects.all(),
            status_choices=Ticket.STATUS_CHOICES,
        )))
ticket_list = login_required(ticket_list)

def create_ticket(request):
    if request.method == 'POST':
        form = TicketForm(request.POST)
        form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
        form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)]
        if form.is_valid():
            ticket = form.save(user=request.user)
            return HttpResponseRedirect(ticket.get_absolute_url())
    else:
        form = TicketForm()
        form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
        form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)]

    return render_to_response('helpdesk/create_ticket.html', 
        RequestContext(request, {
            'form': form,
        }))
create_ticket = login_required(create_ticket)

def raw_details(request, type):
    if not type in ('preset',):
        raise Http404
    
    if type == 'preset' and request.GET.get('id', False):
        try:
            preset = PreSetReply.objects.get(id=request.GET.get('id'))
            return HttpResponse(preset.body)
        except PreSetReply.DoesNotExist:
            raise Http404
    
    raise Http404
raw_details = login_required(raw_details)

def public_view(request):
    ticket = request.GET.get('ticket', '')
    email = request.GET.get('email', '')
    error_message = ''

    if ticket and email:
        queue, ticket_id = ticket.split('-')
        try:
            t = Ticket.objects.get(id=ticket_id, queue__slug__iexact=queue, submitter_email__iexact=email)
            return render_to_response('helpdesk/public_view_ticket.html', 
                RequestContext(request, {'ticket': t,}))
        except:
            t = False;
            error_message = 'Invalid ticket ID or e-mail address. Please try again.'

    return render_to_response('helpdesk/public_view_form.html', 
        RequestContext(request, {
            'ticket': ticket,
            'email': email,
            'error_message': error_message,
        }))

def hold_ticket(request, ticket_id, unhold=False):
    ticket = get_object_or_404(Ticket, id=ticket_id)

    if unhold:
        ticket.on_hold = False
        title = 'Ticket taken off hold'
    else:
        ticket.on_hold = True
        title = 'Ticket placed on hold'
    
    f = FollowUp(
        ticket = ticket,
        user = request.user,
        title = title,
        date = datetime.now(),
        public = True,
    )
    f.save()
    
    ticket.save()
    
    return HttpResponseRedirect(ticket.get_absolute_url())
hold_ticket = login_required(hold_ticket)

def unhold_ticket(request, ticket_id):
    return hold_ticket(request, ticket_id, unhold=True)
unhold_ticket = login_required(unhold_ticket)

def rss_list(request):
    return render_to_response('helpdesk/rss_list.html', 
        RequestContext(request, {
            'queues': Queue.objects.all(),
        }))
rss_list = login_required(rss_list)