django-helpdesk/views/staff.py

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

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

views/staff.py - The bulk of the application - provides most business logic and
                 renders all staff-facing views.
"""

from datetime import datetime

from django.contrib.auth.models import User
from django.contrib.auth.decorators import login_required, user_passes_test
from django.core.files.base import ContentFile
from django.core.urlresolvers import reverse
from django.db import connection
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 django.utils.translation import ugettext as _

from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm
from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict, apply_query, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail


staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
superuser_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_superuser)



def dashboard(request):
    """
    A quick summary overview for users: A list of their own tickets, a table
    showing ticket counts by queue/status, and a list of unassigned tickets
    with options for them to 'Take' ownership of said tickets.
    """

    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,
        )

    # The following query builds a grid of queues & ticket statuses,
    # to be displayed to the user. EG:
    #          Open  Resolved
    # Queue 1    10     4
    # Queue 2     4    12

    cursor = connection.cursor()
    cursor.execute("""
        SELECT      q.id as queue,
                    q.title AS name,
                    COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open,
                    COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved
            FROM    helpdesk_ticket t,
                    helpdesk_queue q
            WHERE   q.id =  t.queue_id
            GROUP BY queue, name
            ORDER BY q.id;
    """)
    dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)

    return render_to_response('helpdesk/dashboard.html',
        RequestContext(request, {
            'user_tickets': tickets,
            'unassigned_tickets': unassigned_tickets,
            'dash_tickets': dash_tickets,
        }))
dashboard = login_required(dashboard)


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'):
        # Allow the user to assign the ticket to themselves whilst viewing it.
        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

        # Trick the update_ticket() view into thinking it's being called with
        # a valid POST.
        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))

    # We need to allow the 'ticket' and 'queue' contexts to be applied to the
    # comment.
    from django.template import loader, Context
    context = Context(safe_template_context(ticket))
    comment = loader.get_template_from_string(comment).render(context)

    if not owner and ticket.assigned_to:
        owner = ticket.assigned_to.id

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

    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 %(username)s') % {
                'username': new_user.username,
                }
            ticket.assigned_to = new_user
            reassigned = True
        elif owner == 0:
            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 public and (f.comment 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 = 'resolved_submitter'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template = 'closed_submitter'
        else:
            template = 'updated_submitter'

        send_templated_mail(
            template,
            context,
            recipients=ticket.submitter_email,
            sender=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 = 'assigned_owner'
        elif f.new_status == Ticket.RESOLVED_STATUS:
            template_staff = 'resolved_owner'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template_staff = 'closed_owner'
        else:
            template_staff = 'updated_owner'

        if (not reassigned or ( reassigned and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_assign', False))) or (not reassigned and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_change', False)):
            send_templated_mail(
                template_staff,
                context,
                recipients=ticket.assigned_to.email,
                sender=ticket.queue.from_address,
                fail_silently=True,
                )

    if ticket.queue.updated_ticket_cc:
        if reassigned:
            template_cc = 'assigned_cc'
        elif f.new_status == Ticket.RESOLVED_STATUS:
            template_cc = 'resolved_cc'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template_cc = 'closed_cc'
        else:
            template_cc = 'updated_cc'

        send_templated_mail(
            template_cc,
            context,
            recipients=ticket.queue.updated_ticket_cc,
            sender=ticket.queue.from_address,
            fail_silently=True,
            )

    if request.FILES:
        import mimetypes
        for file in request.FILES.getlist('attachment'):
            filename = file.name.replace(' ', '_')
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=file.size,
                )
            a.file.save(file.name, file, save=False)
            a.save()

    ticket.save()

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


def ticket_list(request):
    context = {}
    
    # Query_params will hold a dictionary of paramaters relating to 
    # a query, to be saved if needed:
    query_params = {
        'filtering': {},
        'sorting': None,
        'sortreverse': False,
        'keyword': None,
        'other_filter': None,
        }

    from_saved_query = False

    if request.GET.get('saved_query', None):
        from_saved_query = True
        try:
            saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query'))
        except SavedSearch.DoesNotExist:
            return HttpResponseRedirect(reverse('helpdesk_list'))
        if not (saved_query.shared or saved_query.user == request.user):
            return HttpResponseRedirect(reverse('helpdesk_list'))

        import cPickle
        from helpdesk.lib import b64decode
        query_params = cPickle.loads(b64decode(str(saved_query.query)))
    elif not (  request.GET.has_key('queue')
            or  request.GET.has_key('assigned_to')
            or  request.GET.has_key('status')
            or  request.GET.has_key('q')
            or  request.GET.has_key('sort')
            or  request.GET.has_key('sortreverse') ):

        # Fall-back if no querying is being done, force the list to only 
        # show open/reopened/resolved (not closed) cases sorted by creation
        # date.

        query_params = {
            'filtering': {'status__in': [1, 2, 3]},
            'sorting': 'created',
        }
    else:
        queues = request.GET.getlist('queue')
        if queues:
            queues = [int(q) for q in queues]
            query_params['filtering']['queue__id__in'] = queues

        owners = request.GET.getlist('assigned_to')
        if owners:
            owners = [int(u) for u in owners]
            query_params['filtering']['assigned_to__id__in'] = owners

        statuses = request.GET.getlist('status')
        if statuses:
            statuses = [int(s) for s in statuses]
            query_params['filtering']['status__in'] = 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)
            )
            context = dict(context, query=q)
            
            query_params['other_filter'] = qset

        ### SORTING
        sort = request.GET.get('sort', None)
        if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
            sort = 'created'
        query_params['sorting'] = sort
        
        sortreverse = request.GET.get('sortreverse', None)
        query_params['sortreverse'] = sortreverse

    tickets = apply_query(Ticket.objects.select_related(), query_params)

    import cPickle
    from helpdesk.lib import b64encode
    urlsafe_query = b64encode(cPickle.dumps(query_params))

    user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True))

    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,
            urlsafe_query=urlsafe_query,
            user_saved_queries=user_saved_queries,
            query_params=query_params,
            from_saved_query=from_saved_query,
        )))
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):
    # TODO: This currently only supports spewing out 'PreSetReply' objects,
    # in the future it needs to be expanded to include other items. All it
    # does is return a plain-text representation of an object.

    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 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)


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


def run_report(request, report):
    priority_sql = []
    priority_columns = []
    for p in Ticket.PRIORITY_CHOICES:
        priority_sql.append("COUNT(CASE t.priority WHEN '%s' THEN t.id END) AS \"%s\"" % (p[0], p[1]._proxy____unicode_cast()))
        priority_columns.append("%s" % p[1]._proxy____unicode_cast())
    priority_sql = ", ".join(priority_sql)

    status_sql = []
    status_columns = []
    for s in Ticket.STATUS_CHOICES:
        status_sql.append("COUNT(CASE t.status WHEN '%s' THEN t.id END) AS \"%s\"" % (s[0], s[1]._proxy____unicode_cast()))
        status_columns.append("%s" % s[1]._proxy____unicode_cast())
    status_sql = ", ".join(status_sql)

    queue_sql = []
    queue_columns = []
    for q in Queue.objects.all():
        queue_sql.append("COUNT(CASE t.queue_id WHEN '%s' THEN t.id END) AS \"%s\"" % (q.id, q.title))
        queue_columns.append(q.title)
    queue_sql = ", ".join(queue_sql)

    month_sql = []
    months = (
        'Jan',
        'Feb',
        'Mar',
        'Apr',
        'May',
        'Jun',
        'Jul',
        'Aug',
        'Sep',
        'Oct',
        'Nov',
        'Dec',
    )
    month_columns = []

    first_ticket = Ticket.objects.all().order_by('created')[0]
    first_month = first_ticket.created.month
    first_year = first_ticket.created.year

    last_ticket = Ticket.objects.all().order_by('-created')[0]
    last_month = last_ticket.created.month
    last_year = last_ticket.created.year

    periods = []
    year, month = first_year, first_month
    working = True

    while working:
        temp = (year, month)
        month += 1
        if month > 12:
            year += 1
            month = 1
        if month > last_month and year >= last_year:
            working = False
        periods.append((temp, (year, month)))

    for (low_bound, upper_bound) in periods:
        low_sqlmonth = '%s-%02i-01' % (low_bound[0], low_bound[1])
        upper_sqlmonth = '%s-%02i-01' % (upper_bound[0], upper_bound[1])
        desc = '%s %s' % (months[low_bound[1]-1], low_bound[0])
        month_sql.append("""
          COUNT(
             CASE 1 = 1 
             WHEN (date(t.created) >= date('%s') 
                  AND date(t.created) < date('%s')) THEN t.id END) AS "%s"
             """ % (low_sqlmonth, upper_sqlmonth, desc))
        month_columns.append(desc)

    month_sql = ", ".join(month_sql)

    queue_base_sql = """
            SELECT      q.title as queue, %s
                FROM    helpdesk_ticket t,
                        helpdesk_queue q
                WHERE   q.id =  t.queue_id
                GROUP BY queue
                ORDER BY queue;
                """

    user_base_sql = """
            SELECT      u.username as username, %s
                FROM    helpdesk_ticket t,
                        auth_user u
                WHERE   u.id =  t.assigned_to_id
                GROUP BY u.username
                ORDER BY u.username;
                """

    if report == 'userpriority':
        sql = user_base_sql % priority_sql
        columns = ['username'] + priority_columns
        title = 'User by Priority'

    elif report == 'userqueue':
        sql = user_base_sql % queue_sql
        columns = ['username'] + queue_columns
        title = 'User by Queue'

    elif report == 'userstatus':
        sql = user_base_sql % status_sql
        columns = ['username'] + status_columns
        title = 'User by Status'

    elif report == 'usermonth':
        sql = user_base_sql % month_sql
        columns = ['username'] + month_columns
        title = 'User by Month'

    elif report == 'queuepriority':
        sql = queue_base_sql % priority_sql
        columns = ['queue'] + priority_columns
        title = 'Queue by Priority'

    elif report == 'queuestatus':
        sql = queue_base_sql % status_sql
        columns = ['queue'] + status_columns
        title = 'Queue by Status'

    elif report == 'queuemonth':
        sql = queue_base_sql % month_sql
        columns = ['queue'] + month_columns
        title = 'Queue by Month'


    cursor = connection.cursor()
    cursor.execute(sql)
    report_output = query_to_dict(cursor.fetchall(), cursor.description)

    data = []

    for record in report_output:
        line = []
        for c in columns:
            line.append(record[c])
        data.append(line)

    if report in ('queuemonth', 'usermonth'):
        chart_url = line_chart([columns] + data)
    elif report in ('queuestatus', 'queuepriority', 'userstatus', 'userpriority'):
        chart_url = bar_chart([columns] + data)
    else:
        chart_url = ''

    return render_to_response('helpdesk/report_output.html',
        RequestContext(request, {
            'headings': columns,
            'data': data,
            'chart': chart_url,
            'title': title,
        }))
run_report = login_required(run_report)


def save_query(request):
    title = request.POST.get('title', None)
    shared = request.POST.get('shared', False)
    query_encoded = request.POST.get('query_encoded', None)
    
    if not title or not query_encoded:
        return HttpResponseRedirect(reverse('helpdesk_list'))
    
    query = SavedSearch(title=title, shared=shared, query=query_encoded, user=request.user)
    query.save()
    
    return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk_list'), query.id))
save_query = login_required(save_query)


def delete_saved_query(request, id):
    query = get_object_or_404(SavedSearch, id=id, user=request.user)

    if request.method == 'POST':
        query.delete()
        return HttpResponseRedirect(reverse('helpdesk_list'))
    else:
        return render_to_response('helpdesk/confirm_delete_saved_query.html',
            RequestContext(request, {
                'query': query,
                }))
delete_saved_query = login_required(delete_saved_query)


def user_settings(request):
    s = request.user.usersettings
    if request.POST:
        form = UserSettingsForm(request.POST)
        if form.is_valid():
            s.settings = form.cleaned_data
            s.save()
    else:
        form = UserSettingsForm(s.settings)

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


def email_ignore(request):
    return render_to_response('helpdesk/email_ignore_list.html',
        RequestContext(request, {
            'ignore_list': IgnoreEmail.objects.all(),
        }))
email_ignore = superuser_required(email_ignore)


def email_ignore_add(request):
    if request.method == 'POST':
        form = EmailIgnoreForm(request.POST)
        if form.is_valid():
            ignore = form.save()
            return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
    else:
        form = EmailIgnoreForm(request.GET)

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


def email_ignore_del(request, id):
    ignore = get_object_or_404(IgnoreEmail, id=id)
    if request.method == 'POST':
        ignore.delete()
        return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
    else:
        return render_to_response('helpdesk/email_ignore_del.html',
            RequestContext(request, {
                'ignore': ignore,
            }))
email_ignore_del = superuser_required(email_ignore_del)