django-helpdesk/helpdesk/forms.py

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"""
django-helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
forms.py - Definitions of newforms-based forms for creating and maintaining
tickets.
"""
import logging
from datetime import datetime, date, time
from django.core.exceptions import ObjectDoesNotExist, ValidationError
from django import forms
from django.conf import settings
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from django.utils.translation import gettext_lazy as _
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from django.contrib.auth import get_user_model
from django.utils import timezone
from helpdesk.lib import safe_template_context, process_attachments, convert_value
from helpdesk.models import (Ticket, Queue, FollowUp, IgnoreEmail, TicketCC,
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CustomField, TicketCustomFieldValue, TicketDependency, UserSettings)
from helpdesk import settings as helpdesk_settings
from helpdesk.settings import CUSTOMFIELD_TO_FIELD_DICT, CUSTOMFIELD_DATETIME_FORMAT, \
CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_TIME_FORMAT
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if helpdesk_settings.HELPDESK_KB_ENABLED:
from helpdesk.models import (KBItem)
logger = logging.getLogger(__name__)
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User = get_user_model()
class CustomFieldMixin(object):
"""
Mixin that provides a method to turn CustomFields into an actual field
"""
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def customfield_to_field(self, field, instanceargs):
# Use TextInput widget by default
instanceargs['widget'] = forms.TextInput(attrs={'class': 'form-control'})
# if-elif branches start with special cases
if field.data_type == 'varchar':
fieldclass = forms.CharField
instanceargs['max_length'] = field.max_length
elif field.data_type == 'text':
fieldclass = forms.CharField
instanceargs['widget'] = forms.Textarea(attrs={'class': 'form-control'})
instanceargs['max_length'] = field.max_length
elif field.data_type == 'integer':
fieldclass = forms.IntegerField
instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'})
elif field.data_type == 'decimal':
fieldclass = forms.DecimalField
instanceargs['decimal_places'] = field.decimal_places
instanceargs['max_digits'] = field.max_length
instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'})
elif field.data_type == 'list':
fieldclass = forms.ChoiceField
instanceargs['choices'] = field.get_choices()
instanceargs['widget'] = forms.Select(attrs={'class': 'form-control'})
else:
# Try to use the immediate equivalences dictionary
try:
fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
# Change widgets for the following classes
if fieldclass == forms.DateField:
instanceargs['widget'] = forms.DateInput(attrs={'class': 'form-control date-field'})
elif fieldclass == forms.DateTimeField:
instanceargs['widget'] = forms.DateTimeInput(attrs={'class': 'form-control datetime-field'})
elif fieldclass == forms.TimeField:
instanceargs['widget'] = forms.TimeInput(attrs={'class': 'form-control time-field'})
elif fieldclass == forms.BooleanField:
instanceargs['widget'] = forms.CheckboxInput(attrs={'class': 'form-control'})
except KeyError:
# The data_type was not found anywhere
raise NameError("Unrecognized data_type %s" % field.data_type)
self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
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class EditTicketForm(CustomFieldMixin, forms.ModelForm):
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class Meta:
model = Ticket
exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
class Media:
js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js')
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form
"""
super(EditTicketForm, self).__init__(*args, **kwargs)
# Disable and add help_text to the merged_to field on this form
self.fields['merged_to'].disabled = True
self.fields['merged_to'].help_text = _('This ticket is merged into the selected ticket.')
for field in CustomField.objects.all():
initial_value = None
try:
current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
initial_value = current_value.value
# Attempt to convert from fixed format string to date/time data type
if 'datetime' == current_value.field.data_type:
initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATETIME_FORMAT)
elif 'date' == current_value.field.data_type:
initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATE_FORMAT)
elif 'time' == current_value.field.data_type:
initial_value = datetime.strptime(initial_value, CUSTOMFIELD_TIME_FORMAT)
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# If it is boolean field, transform the value to a real boolean instead of a string
elif 'boolean' == current_value.field.data_type:
initial_value = 'True' == initial_value
except (TicketCustomFieldValue.DoesNotExist, ValueError, TypeError):
# ValueError error if parsing fails, using initial_value = current_value.value
# TypeError if parsing None type
pass
instanceargs = {
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'label': field.label,
'help_text': field.help_text,
'required': field.required,
'initial': initial_value,
}
self.customfield_to_field(field, instanceargs)
def save(self, *args, **kwargs):
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
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field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
try:
cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
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except ObjectDoesNotExist:
cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
cfv.value = convert_value(value)
cfv.save()
return super(EditTicketForm, self).save(*args, **kwargs)
class EditFollowUpForm(forms.ModelForm):
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class Meta:
model = FollowUp
exclude = ('date', 'user',)
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def __init__(self, *args, **kwargs):
"""Filter not openned tickets here."""
super(EditFollowUpForm, self).__init__(*args, **kwargs)
self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
class AbstractTicketForm(CustomFieldMixin, forms.Form):
"""
Contain all the common code and fields between "TicketForm" and
"PublicTicketForm". This Form is not intended to be used directly.
"""
queue = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
label=_('Queue'),
required=True,
choices=()
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)
title = forms.CharField(
max_length=100,
required=True,
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widget=forms.TextInput(attrs={'class': 'form-control'}),
label=_('Summary of the problem'),
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)
body = forms.CharField(
widget=forms.Textarea(attrs={'class': 'form-control'}),
label=_('Description of your issue'),
required=True,
help_text=_('Please be as descriptive as possible and include all details'),
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)
priority = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
choices=Ticket.PRIORITY_CHOICES,
required=True,
initial=getattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY', '3'),
label=_('Priority'),
help_text=_("Please select a priority carefully. If unsure, leave it as '3'."),
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)
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due_date = forms.DateTimeField(
widget=forms.TextInput(attrs={'class': 'form-control', 'autocomplete': 'off'}),
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required=False,
input_formats=[CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
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label=_('Due on'),
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)
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attachment = forms.FileField(
widget=forms.FileInput(attrs={'class': 'form-control-file'}),
required=False,
label=_('Attach File'),
help_text=_('You can attach a file to this ticket. Only file types such as plain text (.txt), a document (.pdf, .docx, or .odt), or screenshot (.png or .jpg) may be uploaded.'),
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)
class Media:
js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js')
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def __init__(self, kbcategory=None, *args, **kwargs):
super().__init__(*args, **kwargs)
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if helpdesk_settings.HELPDESK_KB_ENABLED:
if kbcategory:
self.fields['kbitem'] = forms.ChoiceField(
widget=forms.Select(attrs={'class': 'form-control'}),
required=False,
label=_('Knowledge Base Item'),
choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk, enabled=True)],
)
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def _add_form_custom_fields(self, staff_only_filter=None):
if staff_only_filter is None:
queryset = CustomField.objects.all()
else:
queryset = CustomField.objects.filter(staff_only=staff_only_filter)
for field in queryset:
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instanceargs = {
'label': field.label,
'help_text': field.help_text,
'required': field.required,
}
self.customfield_to_field(field, instanceargs)
def _get_queue(self):
# this procedure is re-defined for public submission form
return Queue.objects.get(id=int(self.cleaned_data['queue']))
def _create_ticket(self):
queue = self._get_queue()
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kbitem = None
if 'kbitem' in self.cleaned_data:
kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
ticket = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=queue,
description=self.cleaned_data['body'],
priority=self.cleaned_data.get(
'priority',
getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3")
),
due_date=self.cleaned_data.get(
'due_date',
getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None)
) or None,
kbitem=kbitem,
)
return ticket, queue
def _create_custom_fields(self, ticket):
ticket.save_custom_field_values(self.cleaned_data)
def _create_follow_up(self, ticket, title, user=None):
followup = FollowUp(ticket=ticket,
title=title,
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
)
if user:
followup.user = user
return followup
def _attach_files_to_follow_up(self, followup):
files = self.cleaned_data['attachment']
if files:
files = process_attachments(followup, [files])
return files
@staticmethod
def _send_messages(ticket, queue, followup, files, user=None):
context = safe_template_context(ticket)
context['comment'] = followup.comment
roles = {'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)}
if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign:
roles['assigned_to'] = ('assigned_owner', context)
ticket.send(
roles,
fail_silently=True,
files=files,
)
class TicketForm(AbstractTicketForm):
"""
Ticket Form creation for registered users.
"""
submitter_email = forms.EmailField(
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required=False,
label=_('Submitter E-Mail Address'),
widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
help_text=_('This e-mail address will receive copies of all public '
'updates to this ticket.'),
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)
assigned_to = forms.ChoiceField(
widget=(
forms.Select(attrs={'class': 'form-control'})
if not helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO
else forms.HiddenInput()
),
required=False,
label=_('Case owner'),
help_text=_('If you select an owner other than yourself, they\'ll be '
'e-mailed details of this ticket immediately.'),
choices=()
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)
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form.
"""
queue_choices = kwargs.pop("queue_choices")
super().__init__(*args, **kwargs)
self.fields['queue'].choices = queue_choices
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
else:
assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
self.fields['assigned_to'].choices = [('', '--------')] + [(u.id, u.get_username()) for u in assignable_users]
self._add_form_custom_fields()
def save(self, user):
"""
Writes and returns a Ticket() object
"""
ticket, queue = self._create_ticket()
if self.cleaned_data['assigned_to']:
try:
u = User.objects.get(id=self.cleaned_data['assigned_to'])
ticket.assigned_to = u
except User.DoesNotExist:
ticket.assigned_to = None
ticket.save()
self._create_custom_fields(ticket)
if self.cleaned_data['assigned_to']:
title = _('Ticket Opened & Assigned to %(name)s') % {
'name': ticket.get_assigned_to or _("<invalid user>")
}
else:
title = _('Ticket Opened')
followup = self._create_follow_up(ticket, title=title, user=user)
followup.save()
files = self._attach_files_to_follow_up(followup)
self._send_messages(ticket=ticket,
queue=queue,
followup=followup,
files=files,
user=user)
return ticket
class PublicTicketForm(AbstractTicketForm):
"""
Ticket Form creation for all users (public-facing).
"""
submitter_email = forms.EmailField(
widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
required=True,
label=_('Your E-Mail Address'),
help_text=_('We will e-mail you when your ticket is updated.'),
)
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def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs):
"""
Add any (non-staff) custom fields that are defined to the form
"""
super(PublicTicketForm, self).__init__(*args, **kwargs)
self._add_form_custom_fields(False)
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for field in self.fields.keys():
if field in hidden_fields:
self.fields[field].widget = forms.HiddenInput()
if field in readonly_fields:
self.fields[field].disabled = True
field_deletion_table = {
'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE',
'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY',
'due_date': 'HELPDESK_PUBLIC_TICKET_DUE_DATE',
}
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for field_name, field_setting_key in field_deletion_table.items():
has_settings_default_value = getattr(settings, field_setting_key, None)
if has_settings_default_value is not None:
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del self.fields[field_name]
public_queues = Queue.objects.filter(allow_public_submission=True)
if len(public_queues) == 0:
logger.warning(
"There are no public queues defined - public ticket creation is impossible"
)
if 'queue' in self.fields:
self.fields['queue'].choices = [('', '--------')] + [
(q.id, q.title) for q in public_queues]
def _get_queue(self):
if getattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE', None) is not None:
# force queue to be the pre-defined one
# (only for public submissions)
public_queue = Queue.objects.filter(
slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE
).first()
if not public_queue:
logger.fatal(
"Public queue '%s' is configured as default but can't be found",
settings.HELPDESK_PUBLIC_TICKET_QUEUE
)
return public_queue
else:
# get the queue user entered
return Queue.objects.get(id=int(self.cleaned_data['queue']))
def save(self, user):
"""
Writes and returns a Ticket() object
"""
ticket, queue = self._create_ticket()
if queue.default_owner and not ticket.assigned_to:
ticket.assigned_to = queue.default_owner
ticket.save()
self._create_custom_fields(ticket)
followup = self._create_follow_up(
ticket, title=_('Ticket Opened Via Web'), user=user)
followup.save()
files = self._attach_files_to_follow_up(followup)
self._send_messages(ticket=ticket,
queue=queue,
followup=followup,
files=files)
return ticket
class UserSettingsForm(forms.ModelForm):
class Meta:
model = UserSettings
exclude = ['user', 'settings_pickled']
class EmailIgnoreForm(forms.ModelForm):
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class Meta:
model = IgnoreEmail
exclude = []
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class TicketCCForm(forms.ModelForm):
''' Adds either an email address or helpdesk user as a CC on a Ticket. Used for processing POST requests. '''
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class Meta:
model = TicketCC
exclude = ('ticket',)
def __init__(self, *args, **kwargs):
super(TicketCCForm, self).__init__(*args, **kwargs)
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
else:
users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
self.fields['user'].queryset = users
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class TicketCCUserForm(forms.ModelForm):
''' Adds a helpdesk user as a CC on a Ticket '''
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def __init__(self, *args, **kwargs):
super(TicketCCUserForm, self).__init__(*args, **kwargs)
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
else:
users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
self.fields['user'].queryset = users
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class Meta:
model = TicketCC
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exclude = ('ticket', 'email',)
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class TicketCCEmailForm(forms.ModelForm):
''' Adds an email address as a CC on a Ticket '''
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def __init__(self, *args, **kwargs):
super(TicketCCEmailForm, self).__init__(*args, **kwargs)
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class Meta:
model = TicketCC
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exclude = ('ticket', 'user',)
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class TicketDependencyForm(forms.ModelForm):
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''' Adds a different ticket as a dependency for this Ticket '''
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class Meta:
model = TicketDependency
exclude = ('ticket',)
class MultipleTicketSelectForm(forms.Form):
tickets = forms.ModelMultipleChoiceField(
label=_('Tickets to merge'),
queryset=Ticket.objects.filter(merged_to=None),
widget=forms.SelectMultiple(attrs={'class': 'form-control'})
)
def clean_tickets(self):
tickets = self.cleaned_data.get('tickets')
if len(tickets) < 2:
raise ValidationError(_('Please choose at least 2 tickets.'))
if len(tickets) > 4:
raise ValidationError(_('Impossible to merge more than 4 tickets...'))
queues = tickets.order_by('queue').distinct().values_list('queue', flat=True)
if len(queues) != 1:
raise ValidationError(_('All selected tickets must share the same queue in order to be merged.'))
return tickets