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new option 'HELPDESK_DASHBOARD_BASIC_TICKET_STATS'
- shows quick ticket stats in dashboard - links to detailed 'days until ticket is closed by month' plot
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@ -118,6 +118,8 @@ HELPDESK_DASHBOARD_SHOW_DELETE_UNASSIGNED = getattr(settings, 'HELPDESK_DASHBOAR
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# hide empty queues in dashboard overview?
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HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES = getattr(settings, 'HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES', True)
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# show basic ticket stats on dashboard?
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HELPDESK_DASHBOARD_BASIC_TICKET_STATS = getattr(settings, 'HELPDESK_DASHBOARD_BASIC_TICKET_STATS', False)
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''' options for footer '''
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@ -29,6 +29,29 @@
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</div>
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{% if helpdesk_settings.HELPDESK_DASHBOARD_BASIC_TICKET_STATS %}
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<br style='clear: both;' />
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<br style='clear: both;' />
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<table width='100%'>
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<tr class='row_tablehead' style="color: #fbff00;"><td colspan='2'><i>{% trans "Current Ticket Stats" %}</i></td></tr>
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<tr><td colspan='2'>- {% trans "Current average number of days until ticket is closed: " %}<strong style="color: red;">{{ basic_ticket_stats.average_nbr_days_until_ticket_closed }}</strong>.
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{% trans "Click" %} <strong><a href="{% url helpdesk_report_index %}daysuntilticketclosedbymonth">here</a></strong> {% trans "for detailed average by month." %} </td></tr>
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<tr><td colspan='2'>- {% trans "Distribution of open tickets, grouped by time period:" %}</td></tr>
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<tr class='row_columnheads'><th>{% trans "Days since opened" %}</th><th>{% trans "Number of open tickets" %}</th></tr>
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{% for entry in basic_ticket_stats.open_ticket_stats %}
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<tr class='row_{% cycle odd,even %} row_hover'>
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<th style="padding-left: 20px;">{{ entry.0 }}</th>
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<td style="padding-left: 20px;"><span style="color: {{ entry.2 }};">{% if entry.1 > 0 %}<a href="{% url helpdesk_list %}?{{ entry.3 }}">{{ entry.1 }}</a>{% else %}{{ entry.1 }}{% endif %}</span></td>
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</tr>
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{% endfor %}
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</table>
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{% endif %}
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{% if all_tickets_reported_by_current_user %}
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<br style='clear: both;' />
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@ -24,6 +24,7 @@
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<li><a href='queuepriority/{% if saved_query %}?saved_query={{ saved_query }}{% endif %}'>{% trans "by Priority" %}</a></li>
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<li><a href='queuestatus/{% if saved_query %}?saved_query={{ saved_query }}{% endif %}'>{% trans "by Status" %}</a></li>
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<li><a href='queuemonth/{% if saved_query %}?saved_query={{ saved_query }}{% endif %}'>{% trans "by Month" %}</a></li>
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<li><a href='daysuntilticketclosedbymonth/{% if saved_query %}?saved_query={{ saved_query }}{% endif %}'>{% trans "Days until ticket closed by Month" %}</a></li>
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</ul></li>
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</ul>
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@ -8,6 +8,7 @@ views/staff.py - The bulk of the application - provides most business logic and
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"""
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from datetime import datetime
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from datetime import timedelta
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import sys
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from django.conf import settings
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@ -78,6 +79,11 @@ def dashboard(request):
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).order_by('status')
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# calculate basic ticket stats if requested
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basic_ticket_stats = False
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if helpdesk_settings.HELPDESK_DASHBOARD_BASIC_TICKET_STATS:
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basic_ticket_stats = calc_basic_ticket_stats(Ticket)
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# The following query builds a grid of queues & ticket statuses,
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# to be displayed to the user. EG:
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# Open Resolved
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@ -122,6 +128,7 @@ def dashboard(request):
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'unassigned_tickets': unassigned_tickets,
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'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
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'dash_tickets': dash_tickets,
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'basic_ticket_stats': basic_ticket_stats,
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}))
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dashboard = staff_member_required(dashboard)
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@ -934,7 +941,7 @@ report_index = staff_member_required(report_index)
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def run_report(request, report):
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if Ticket.objects.all().count() == 0 or report not in ('queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus', 'userpriority', 'userqueue'):
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if Ticket.objects.all().count() == 0 or report not in ('queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus', 'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'):
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return HttpResponseRedirect(reverse("helpdesk_report_index"))
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report_queryset = Ticket.objects.all().select_related()
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@ -958,6 +965,8 @@ def run_report(request, report):
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from collections import defaultdict
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summarytable = defaultdict(int)
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# a second table for more complex queries
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summarytable2 = defaultdict(int)
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months = (
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_('Jan'),
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@ -1038,8 +1047,14 @@ def run_report(request, report):
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possible_options = periods
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charttype = 'date'
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elif report == 'daysuntilticketclosedbymonth':
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title = _('Days until ticket closed by Month')
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col1heading = _('Queue')
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possible_options = periods
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charttype = 'date'
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metric3 = False
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for ticket in report_queryset:
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if report == 'userpriority':
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metric1 = u'%s' % ticket.get_assigned_to
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@ -1069,10 +1084,23 @@ def run_report(request, report):
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metric1 = u'%s' % ticket.queue.title
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metric2 = u'%s %s' % (months[ticket.created.month - 1], ticket.created.year)
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elif report == 'daysuntilticketclosedbymonth':
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metric1 = u'%s' % ticket.queue.title
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metric2 = u'%s %s' % (months[ticket.created.month - 1], ticket.created.year)
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metric3 = ticket.modified - ticket.created
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metric3 = metric3.days
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summarytable[metric1, metric2] += 1
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if metric3:
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if report == 'daysuntilticketclosedbymonth':
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summarytable2[metric1, metric2] += metric3
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table = []
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if report == 'daysuntilticketclosedbymonth':
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for key in summarytable2.keys():
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summarytable[key] = summarytable2[key] / summarytable[key]
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header1 = sorted(set(list( i.encode('utf-8') for i,_ in summarytable.keys() )))
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column_headings = [col1heading] + possible_options
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@ -1262,3 +1290,76 @@ def attachment_del(request, ticket_id, attachment_id):
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return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
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attachment_del = staff_member_required(attachment_del)
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def calc_average_nbr_days_until_ticket_resolved(Tickets):
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nbr_closed_tickets = len(Tickets)
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days_per_ticket = 0
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days_each_ticket = list()
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for ticket in Tickets:
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time_ticket_open = ticket.modified - ticket.created
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days_this_ticket = time_ticket_open.days
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days_per_ticket += days_this_ticket
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days_each_ticket.append(days_this_ticket)
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mean_per_ticket = days_per_ticket / nbr_closed_tickets
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return mean_per_ticket
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def calc_basic_ticket_stats(Ticket):
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# all closed tickets - independent of user
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all_closed_tickets = Ticket.objects.filter(status = Ticket.CLOSED_STATUS)
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average_nbr_days_until_ticket_closed = calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
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# all not closed tickets (open, reopened, resolved,) - independent of user
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all_open_tickets = Ticket.objects.exclude(status = Ticket.CLOSED_STATUS)
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today = datetime.today()
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date_30 = date_rel_to_today(today, 30)
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date_60 = date_rel_to_today(today, 60)
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date_30_str = date_30.strftime('%Y-%m-%d')
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date_60_str = date_60.strftime('%Y-%m-%d')
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# < 30
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ota_le_30 = all_open_tickets.filter(created__gt = date_30)
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N_ota_le_30 = len(ota_le_30)
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# > 30 & < 60
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ota_le_60_ge_30 = all_open_tickets.filter(created__gte = date_60, created__lte = date_30)
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N_ota_le_60_ge_30 = len(ota_le_60_ge_30)
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# > 60
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ota_ge_60 = all_open_tickets.filter(created__lt = date_60)
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N_ota_ge_60 = len(ota_ge_60)
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# (O)pen (T)icket (S)tats
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ots = list()
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# label, number entries, color, sort_string
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ots.append(['< 30 days', N_ota_le_30, get_color_for_nbr_days(N_ota_le_30), sort_string(date_30_str, ''), ])
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ots.append(['30 - 60 days', N_ota_le_60_ge_30, get_color_for_nbr_days(N_ota_le_60_ge_30), sort_string(date_60_str, date_30_str), ])
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ots.append(['> 60 days', N_ota_ge_60, get_color_for_nbr_days(N_ota_ge_60), sort_string('', date_60_str), ])
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# put together basic stats
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basic_ticket_stats = { 'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
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'open_ticket_stats': ots, }
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return basic_ticket_stats
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def get_color_for_nbr_days(nbr_days):
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''' '''
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if nbr_days < 5:
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color_string = 'green'
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elif nbr_days >= 5 and nbr_days < 10:
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color_string = 'orange'
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else: # more than 10 days
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color_string = 'red'
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return color_string
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def days_since_created(today, ticket):
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return (today - ticket.created).days
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def date_rel_to_today(today, offset):
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return today - timedelta(days = offset)
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def sort_string(begin, end):
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return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' %(begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)
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