From 224ad8722fc98186c1de04f2d0ba27444d676961 Mon Sep 17 00:00:00 2001
From: Ross Poulton <ross@rossp.org>
Date: Tue, 22 Jan 2008 06:10:48 +0000
Subject: [PATCH] * Add templates for escalation * E-mail owner, Queue CC and
 submitter on escalation

---
 scripts/escalate_tickets.py                        | 14 ++++++++++++++
 templates/helpdesk/emails/cc_escalated.html        | 10 ++++++++++
 templates/helpdesk/emails/cc_escalated.txt         |  7 +++++++
 templates/helpdesk/emails/owner_escalated.html     | 14 ++++++++++++++
 templates/helpdesk/emails/owner_escalated.txt      |  9 +++++++++
 templates/helpdesk/emails/submitter_escalated.html | 14 ++++++++++++++
 templates/helpdesk/emails/submitter_escalated.txt  |  9 +++++++++
 7 files changed, 77 insertions(+)
 create mode 100644 templates/helpdesk/emails/cc_escalated.html
 create mode 100644 templates/helpdesk/emails/cc_escalated.txt
 create mode 100644 templates/helpdesk/emails/owner_escalated.html
 create mode 100644 templates/helpdesk/emails/owner_escalated.txt
 create mode 100644 templates/helpdesk/emails/submitter_escalated.html
 create mode 100644 templates/helpdesk/emails/submitter_escalated.txt

diff --git a/scripts/escalate_tickets.py b/scripts/escalate_tickets.py
index 318c187c..fe7158a9 100644
--- a/scripts/escalate_tickets.py
+++ b/scripts/escalate_tickets.py
@@ -60,6 +60,20 @@ def escalate_tickets(queues, verbose):
             t.last_escalation = datetime.now()
             t.priority -= 1
             t.save()
+        
+            context = {
+                'ticket': t,
+                'queue': queue,
+            }
+
+            if t.submitter_email:
+                send_multipart_mail('helpdesk/emails/submitter_escalated', context, '%s %s' % (t.ticket, t.title), t.submitter_email, t.queue.from_address)
+            
+            if t.queue.updated_ticket_cc:
+                send_multipart_mail('helpdesk/emails/cc_escalated', context, '%s %s' % (t.ticket, t.title), t.queue.updated_ticket_cc, t.queue.from_address)
+            
+            if t.assigned_to:
+                send_multipart_mail('helpdesk/emails/owner_escalated', context, '%s %s' % (t.ticket, t.title), t.assigned_to, t.queue.from_address)
 
             if verbose:
                 print "  - Esclating %s from %s>%s" % (t.ticket, t.priority+1, t.priority)
diff --git a/templates/helpdesk/emails/cc_escalated.html b/templates/helpdesk/emails/cc_escalated.html
new file mode 100644
index 00000000..53681949
--- /dev/null
+++ b/templates/helpdesk/emails/cc_escalated.html
@@ -0,0 +1,10 @@
+{% extends "helpdesk/emails/base.html" %}
+
+{% block header %}Ticket Escalated{% endblock %}
+
+{% block content %}
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>Hello,</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>This is a courtesy e-mail to let you know that ticket <a href='{{ ticket.staff_url }}'><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) has been escalated automatically.</p>
+
+{% endblock %}
diff --git a/templates/helpdesk/emails/cc_escalated.txt b/templates/helpdesk/emails/cc_escalated.txt
new file mode 100644
index 00000000..e8a374c4
--- /dev/null
+++ b/templates/helpdesk/emails/cc_escalated.txt
@@ -0,0 +1,7 @@
+Hello,
+
+This is a courtesy e-mail to let you know that ticket {{ ticket.ticket }} ("{{ ticket.title }}") has been escalated automatically.
+
+You can view this online at {{ ticket.staff_url }}.
+
+{% include "helpdesk/emails/text_footer.txt" %}
diff --git a/templates/helpdesk/emails/owner_escalated.html b/templates/helpdesk/emails/owner_escalated.html
new file mode 100644
index 00000000..ce79ea9e
--- /dev/null
+++ b/templates/helpdesk/emails/owner_escalated.html
@@ -0,0 +1,14 @@
+{% extends "helpdesk/emails/base.html" %}
+
+{% block header %}Ticket Escalated{% endblock %}
+
+{% block content %}
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>Hello,</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>A ticket currently assigned to you with a subject of <i>{{ ticket.title }}</i> has been automatically escalated.</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>Please review this ticket and attempt to provide a resolution as soon as possible.</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>If you wish to view this ticket online, you can visit <a href="{{ ticket.get_staff_url }}">{{ ticket.get_staff_url }}</a>.</p>
+
+{% endblock %}
diff --git a/templates/helpdesk/emails/owner_escalated.txt b/templates/helpdesk/emails/owner_escalated.txt
new file mode 100644
index 00000000..6190adb3
--- /dev/null
+++ b/templates/helpdesk/emails/owner_escalated.txt
@@ -0,0 +1,9 @@
+Hello,
+
+A ticket currently assigned to you with a subject of "{{ ticket.title }}" has been automatically escalated.
+
+Please review this ticket and attempt to provide a resolution as soon as possible.
+
+If you wish to view this ticket online, you can visit {{ ticket.get_staff_url }}.
+
+{% include "helpdesk/emails/text_footer.txt" %}
diff --git a/templates/helpdesk/emails/submitter_escalated.html b/templates/helpdesk/emails/submitter_escalated.html
new file mode 100644
index 00000000..7762a1e0
--- /dev/null
+++ b/templates/helpdesk/emails/submitter_escalated.html
@@ -0,0 +1,14 @@
+{% extends "helpdesk/emails/base.html" %}
+
+{% block header %}Your Ticket Has Been Escalated{% endblock %}
+
+{% block content %}
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>Hello,</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>You recently logged a ticket with a subject of <i>{{ ticket.title }}</i> with us. This e-mail is to advise you of an automated escalation of that ticket.</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>We will review your ticket shortly and attempt to provide a resolution as soon as possible.</p>
+
+<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>If you wish to view this ticket online, you can visit <a href="{{ ticket.get_ticket_url }}">{{ ticket.get_ticket_url }}</a>.</p>
+
+{% endblock %}
diff --git a/templates/helpdesk/emails/submitter_escalated.txt b/templates/helpdesk/emails/submitter_escalated.txt
new file mode 100644
index 00000000..b408678f
--- /dev/null
+++ b/templates/helpdesk/emails/submitter_escalated.txt
@@ -0,0 +1,9 @@
+Hello,</p>
+
+You recently logged a ticket with a subject of "{{ ticket.title }}" with us. This e-mail is to advise you of an automated escalation of that ticket.
+
+We will review your ticket shortly and attempt to provide a resolution as soon as possible.
+
+If you wish to view this ticket online, you can visit {{ ticket.get_ticket_url }}.
+
+{% include "helpdesk/emails/text_footer.txt" %}