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Initial general clean-up of stuff

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This commit is contained in:
Alex Barcelo 2016-10-21 17:14:12 +02:00
parent 5e340338b4
commit 24d88be8d9
27 changed files with 827 additions and 710 deletions
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20
helpdesk/admin.py
View File

@ -5,10 +5,14 @@ from helpdesk.models import EscalationExclusion, EmailTemplate, KBItem
from helpdesk.models import TicketChange, Attachment, IgnoreEmail
from helpdesk.models import CustomField
@admin.register(Queue)
class QueueAdmin(admin.ModelAdmin):
list_display = ('title', 'slug', 'email_address', 'locale')
prepopulated_fields = {"slug": ("title",)}
@admin.register(Ticket)
class TicketAdmin(admin.ModelAdmin):
list_display = ('title', 'status', 'assigned_to', 'queue', 'hidden_submitter_email',)
date_hierarchy = 'created'
@ -24,34 +28,38 @@ class TicketAdmin(admin.ModelAdmin):
return ticket.submitter_email
hidden_submitter_email.short_description = _('Submitter E-Mail')
class TicketChangeInline(admin.StackedInline):
model = TicketChange
class AttachmentInline(admin.StackedInline):
model = Attachment
@admin.register(FollowUp)
class FollowUpAdmin(admin.ModelAdmin):
inlines = [TicketChangeInline, AttachmentInline]
@admin.register(KBItem)
class KBItemAdmin(admin.ModelAdmin):
list_display = ('category', 'title', 'last_updated',)
list_display_links = ('title',)
@admin.register(CustomField)
class CustomFieldAdmin(admin.ModelAdmin):
list_display = ('name', 'label', 'data_type')
@admin.register(EmailTemplate)
class EmailTemplateAdmin(admin.ModelAdmin):
list_display = ('template_name', 'heading', 'locale')
list_filter = ('locale', )
admin.site.register(Ticket, TicketAdmin)
admin.site.register(Queue, QueueAdmin)
admin.site.register(FollowUp, FollowUpAdmin)
admin.site.register(PreSetReply)
admin.site.register(EscalationExclusion)
admin.site.register(EmailTemplate, EmailTemplateAdmin)
admin.site.register(KBCategory)
admin.site.register(KBItem, KBItemAdmin)
admin.site.register(IgnoreEmail)
admin.site.register(CustomField, CustomFieldAdmin)

33
helpdesk/akismet.py
View File

@ -55,7 +55,7 @@ Usage example::
"""
import os, sys
import os
from urllib import urlencode
import socket
@ -104,9 +104,13 @@ else:
class AkismetError(Exception):
"""Base class for all akismet exceptions."""
pass
class APIKeyError(AkismetError):
"""Invalid API key."""
pass
class Akismet(object):
"""A class for working with the akismet API"""
@ -120,7 +124,6 @@ class Akismet(object):
self.user_agent = user_agent % (agent, __version__)
self.setAPIKey(key, blog_url)
def _getURL(self):
"""
Fetch the url to make requests to.
@ -128,8 +131,7 @@ class Akismet(object):
This comprises of api key plus the baseurl.
"""
return 'http://%s.%s' % (self.key, self.baseurl)
def _safeRequest(self, url, data, headers):
try:
resp = _fetch_url(url, data, headers)
@ -137,7 +139,6 @@ class Akismet(object):
raise AkismetError(str(e))
return resp
def setAPIKey(self, key=None, blog_url=None):
"""
Set the wordpress API key for all transactions.
@ -151,7 +152,7 @@ class Akismet(object):
"""
if key is None and isfile('apikey.txt'):
the_file = [l.strip() for l in open('apikey.txt').readlines()
if l.strip() and not l.strip().startswith('#')]
if l.strip() and not l.strip().startswith('#')]
try:
self.key = the_file[0]
self.blog_url = the_file[1]
@ -161,7 +162,6 @@ class Akismet(object):
self.key = key
self.blog_url = blog_url
def verify_key(self):
"""
This equates to the ``verify-key`` call against the akismet API.
@ -179,12 +179,12 @@ class Akismet(object):
"""
if self.key is None:
raise APIKeyError("Your have not set an API key.")
data = { 'key': self.key, 'blog': self.blog_url }
data = {'key': self.key, 'blog': self.blog_url}
# this function *doesn't* use the key as part of the URL
url = 'http://%sverify-key' % self.baseurl
# we *don't* trap the error here
# so if akismet is down it will raise an HTTPError or URLError
headers = {'User-Agent' : self.user_agent}
headers = {'User-Agent': self.user_agent}
resp = self._safeRequest(url, urlencode(data), headers)
if resp.lower() == 'valid':
return True
@ -226,14 +226,11 @@ class Akismet(object):
data.setdefault('SERVER_ADMIN', os.environ.get('SERVER_ADMIN', ''))
data.setdefault('SERVER_NAME', os.environ.get('SERVER_NAME', ''))
data.setdefault('SERVER_PORT', os.environ.get('SERVER_PORT', ''))
data.setdefault('SERVER_SIGNATURE', os.environ.get('SERVER_SIGNATURE',
''))
data.setdefault('SERVER_SOFTWARE', os.environ.get('SERVER_SOFTWARE',
''))
data.setdefault('SERVER_SIGNATURE', os.environ.get('SERVER_SIGNATURE', ''))
data.setdefault('SERVER_SOFTWARE', os.environ.get('SERVER_SOFTWARE', ''))
data.setdefault('HTTP_ACCEPT', os.environ.get('HTTP_ACCEPT', ''))
data.setdefault('blog', self.blog_url)
def comment_check(self, comment, data=None, build_data=True, DEBUG=False):
"""
This is the function that checks comments.
@ -316,7 +313,7 @@ class Akismet(object):
url = '%scomment-check' % self._getURL()
# we *don't* trap the error here
# so if akismet is down it will raise an HTTPError or URLError
headers = {'User-Agent' : self.user_agent}
headers = {'User-Agent': self.user_agent}
resp = self._safeRequest(url, urlencode(data), headers)
if DEBUG:
return resp
@ -329,7 +326,6 @@ class Akismet(object):
# NOTE: Happens when you get a 'howdy wilbur' response !
raise AkismetError('missing required argument.')
def submit_spam(self, comment, data=None, build_data=True):
"""
This function is used to tell akismet that a comment it marked as ham,
@ -347,10 +343,9 @@ class Akismet(object):
url = '%ssubmit-spam' % self._getURL()
# we *don't* trap the error here
# so if akismet is down it will raise an HTTPError or URLError
headers = {'User-Agent' : self.user_agent}
headers = {'User-Agent': self.user_agent}
self._safeRequest(url, urlencode(data), headers)
def submit_ham(self, comment, data=None, build_data=True):
"""
This function is used to tell akismet that a comment it marked as spam,
@ -368,5 +363,5 @@ class Akismet(object):
url = '%ssubmit-ham' % self._getURL()
# we *don't* trap the error here
# so if akismet is down it will raise an HTTPError or URLError
headers = {'User-Agent' : self.user_agent}
headers = {'User-Agent': self.user_agent}
self._safeRequest(url, urlencode(data), headers)

2
helpdesk/apps.py
View File

@ -1,6 +1,6 @@
from django.apps import AppConfig
class HelpdeskConfig(AppConfig):
name = 'helpdesk'
verbose_name = "Helpdesk"

138
helpdesk/forms.py
View File

@ -6,6 +6,8 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
forms.py - Definitions of newforms-based forms for creating and maintaining
tickets.
"""
from django.core.exceptions import ObjectDoesNotExist
try:
from StringIO import StringIO
except ImportError:
@ -13,23 +15,22 @@ except ImportError:
from django import forms
from django.forms import extras
from django.core.files.storage import default_storage
from django.conf import settings
from django.utils.translation import ugettext_lazy as _
try:
from django.contrib.auth import get_user_model
User = get_user_model()
except ImportError:
from django.contrib.auth.models import User
from django.contrib.auth import get_user_model
try:
from django.utils import timezone
except ImportError:
from datetime import datetime as timezone
from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency
from helpdesk.models import (Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC,
CustomField, TicketCustomFieldValue, TicketDependency)
from helpdesk import settings as helpdesk_settings
User = get_user_model()
class CustomFieldMixin(object):
"""
Mixin that provides a method to turn CustomFields into an actual field
@ -52,7 +53,7 @@ class CustomFieldMixin(object):
fieldclass = forms.ChoiceField
choices = field.choices_as_array
if field.empty_selection_list:
choices.insert(0, ('','---------' ) )
choices.insert(0, ('', '---------'))
instanceargs['choices'] = choices
elif field.data_type == 'boolean':
fieldclass = forms.BooleanField
@ -73,6 +74,7 @@ class CustomFieldMixin(object):
self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
class EditTicketForm(CustomFieldMixin, forms.ModelForm):
class Meta:
model = Ticket
@ -99,7 +101,6 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
self.customfield_to_field(field, instanceargs)
def save(self, *args, **kwargs):
for field, value in self.cleaned_data.items():
@ -108,7 +109,7 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
customfield = CustomField.objects.get(name=field_name)
try:
cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
except:
except ObjectDoesNotExist:
cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
cfv.value = value
cfv.save()
@ -117,14 +118,16 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
class EditFollowUpForm(forms.ModelForm):
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 Meta:
model = FollowUp
exclude = ('date', 'user',)
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 TicketForm(CustomFieldMixin, forms.Form):
queue = forms.ChoiceField(
label=_('Queue'),
@ -158,7 +161,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
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.'),
'e-mailed details of this ticket immediately.'),
)
priority = forms.ChoiceField(
@ -166,8 +169,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
required=False,
initial='3',
label=_('Priority'),
help_text=_('Please select a priority carefully. If unsure, leave it '
'as \'3\'.'),
help_text=_('Please select a priority carefully. If unsure, leave it as \'3\'.'),
)
due_date = forms.DateTimeField(
@ -178,9 +180,9 @@ class TicketForm(CustomFieldMixin, forms.Form):
def clean_due_date(self):
data = self.cleaned_data['due_date']
#TODO: add Google calendar update hook
#if not hasattr(self, 'instance') or self.instance.due_date != new_data:
# print "you changed!"
# TODO: add Google calendar update hook
# if not hasattr(self, 'instance') or self.instance.due_date != new_data:
# print "you changed!"
return data
attachment = forms.FileField(
@ -203,7 +205,6 @@ class TicketForm(CustomFieldMixin, forms.Form):
self.customfield_to_field(field, instanceargs)
def save(self, user):
"""
Writes and returns a Ticket() object
@ -211,15 +212,15 @@ class TicketForm(CustomFieldMixin, forms.Form):
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket( title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
t = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
if self.cleaned_data['assigned_to']:
try:
@ -234,16 +235,16 @@ class TicketForm(CustomFieldMixin, forms.Form):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
field=customfield,
value=value)
cfv.save()
f = FollowUp( ticket = t,
title = _('Ticket Opened'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
user = user,
f = FollowUp(ticket=t,
title=_('Ticket Opened'),
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
user=user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
@ -290,7 +291,11 @@ class TicketForm(CustomFieldMixin, forms.Form):
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
if t.assigned_to and \
t.assigned_to != user and \
t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
t.assigned_to.email and \
t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
@ -312,7 +317,9 @@ class TicketForm(CustomFieldMixin, forms.Form):
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
if q.updated_ticket_cc and \
q.updated_ticket_cc != q.new_ticket_cc and \
q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
@ -350,7 +357,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
label=_('Description of your issue'),
required=True,
help_text=_('Please be as descriptive as possible, including any '
'details we may need to address your query.'),
'details we may need to address your query.'),
)
priority = forms.ChoiceField(
@ -396,14 +403,14 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(
title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
if q.default_owner and not t.assigned_to:
@ -416,16 +423,16 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket = t,
title = _('Ticket Opened Via Web'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
ticket=t,
title=_('Ticket Opened Via Web'),
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
)
f.save()
@ -463,7 +470,10 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
if t.assigned_to and \
t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
t.assigned_to.email and \
t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
@ -485,7 +495,9 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
if q.updated_ticket_cc and \
q.updated_ticket_cc != q.new_ticket_cc and \
q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
@ -537,12 +549,18 @@ class UserSettingsForm(forms.Form):
required=False,
)
class EmailIgnoreForm(forms.ModelForm):
class Meta:
model = IgnoreEmail
exclude = []
class TicketCCForm(forms.ModelForm):
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:
@ -550,9 +568,7 @@ class TicketCCForm(forms.ModelForm):
else:
users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
self.fields['user'].queryset = users
class Meta:
model = TicketCC
exclude = ('ticket',)
class TicketDependencyForm(forms.ModelForm):
class Meta:

71
helpdesk/lib.py
View File

@ -6,7 +6,7 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
lib.py - Common functions (eg multipart e-mail)
"""
chart_colours = ('80C65A', '990066', 'FF9900', '3399CC', 'BBCCED', '3399CC', 'FFCC33')
import logging
try:
from base64 import urlsafe_b64encode as b64encode
@ -17,13 +17,20 @@ try:
except ImportError:
from base64 import decodestring as b64decode
import logging
logger = logging.getLogger('helpdesk')
from django.utils.encoding import smart_str
from django.db.models import Q
from django.utils.safestring import mark_safe
def send_templated_mail(template_name, email_context, recipients, sender=None, bcc=None, fail_silently=False, files=None):
logger = logging.getLogger('helpdesk')
def send_templated_mail(template_name,
email_context,
recipients,
sender=None,
bcc=None,
fail_silently=False,
files=None):
"""
send_templated_mail() is a warpper around Django's e-mail routines that
allows us to easily send multipart (text/plain & text/html) e-mails using
@ -83,16 +90,17 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
try:
t = EmailTemplate.objects.get(template_name__iexact=template_name, locale__isnull=True)
except EmailTemplate.DoesNotExist:
logger.warning('template "%s" does not exist, no mail sent' %
template_name)
return # just ignore if template doesn't exist
logger.warning('template "%s" does not exist, no mail sent',
template_name)
return # just ignore if template doesn't exist
if not sender:
sender = settings.DEFAULT_FROM_EMAIL
footer_file = os.path.join('helpdesk', locale, 'email_text_footer.txt')
# get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
# get_template_from_string was removed in Django 1.8
# http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
try:
from django.template import engines
template_func = engines['django'].from_string
@ -105,21 +113,22 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
email_html_base_file = os.path.join('helpdesk', locale, 'email_html_base.html')
''' keep new lines in html emails '''
from django.utils.safestring import mark_safe
# keep new lines in html emails
if 'comment' in context:
html_txt = context['comment']
html_txt = html_txt.replace('\r\n', '<br>')
context['comment'] = mark_safe(html_txt)
# get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
# get_template_from_string was removed in Django 1.8
# http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
html_part = template_func(
"{%% extends '%s' %%}{%% block title %%}%s{%% endblock %%}{%% block content %%}%s{%% endblock %%}" % (email_html_base_file, t.heading, t.html)
).render(context)
"{%% extends '%s' %%}{%% block title %%}"
"%s"
"{%% endblock %%}{%% block content %%}%s{%% endblock %%}" %
(email_html_base_file, t.heading, t.html)).render(context)
# get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
# get_template_from_string was removed in Django 1.8
# http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
subject_part = template_func(
HELPDESK_EMAIL_SUBJECT_TEMPLATE % {
"subject": t.subject,
@ -129,13 +138,11 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
if recipients.find(','):
recipients = recipients.split(',')
elif type(recipients) != list:
recipients = [recipients,]
recipients = [recipients, ]
msg = EmailMultiAlternatives( subject_part.replace('\n', '').replace('\r', ''),
text_part,
sender,
recipients,
bcc=bcc)
msg = EmailMultiAlternatives(
subject_part.replace('\n', '').replace('\r', ''),
text_part, sender, recipients, bcc=bcc)
msg.attach_alternative(html_part, "text/html")
if files:
@ -230,19 +237,19 @@ def safe_template_context(ticket):
}
queue = ticket.queue
for field in ( 'title', 'slug', 'email_address', 'from_address', 'locale'):
for field in ('title', 'slug', 'email_address', 'from_address', 'locale'):
attr = getattr(queue, field, None)
if callable(attr):
context['queue'][field] = attr()
else:
context['queue'][field] = attr
for field in ( 'title', 'created', 'modified', 'submitter_email',
'status', 'get_status_display', 'on_hold', 'description',
'resolution', 'priority', 'get_priority_display',
'last_escalation', 'ticket', 'ticket_for_url',
'get_status', 'ticket_url', 'staff_url', '_get_assigned_to'
):
for field in ('title', 'created', 'modified', 'submitter_email',
'status', 'get_status_display', 'on_hold', 'description',
'resolution', 'priority', 'get_priority_display',
'last_escalation', 'ticket', 'ticket_for_url',
'get_status', 'ticket_url', 'staff_url', '_get_assigned_to'
):
attr = getattr(ticket, field, None)
if callable(attr):
context['ticket'][field] = '%s' % attr()
@ -278,10 +285,10 @@ def text_is_spam(text, request):
)
if hasattr(settings, 'TYPEPAD_ANTISPAM_API_KEY'):
ak.setAPIKey(key = settings.TYPEPAD_ANTISPAM_API_KEY)
ak.setAPIKey(key=settings.TYPEPAD_ANTISPAM_API_KEY)
ak.baseurl = 'api.antispam.typepad.com/1.1/'
elif hasattr(settings, 'AKISMET_API_KEY'):
ak.setAPIKey(key = settings.AKISMET_API_KEY)
ak.setAPIKey(key=settings.AKISMET_API_KEY)
else:
return False

12
helpdesk/management/commands/create_escalation_exclusions.py
View File

@ -16,7 +16,6 @@ from optparse import make_option
import sys
from django.core.management.base import BaseCommand, CommandError
from django.db.models import Q
from helpdesk.models import EscalationExclusion, Queue
@ -47,7 +46,8 @@ class Command(BaseCommand):
def handle(self, *args, **options):
days = options['days']
occurrences = options['occurrences']
# optparse should already handle the `or 1`
occurrences = options['occurrences'] or 1
verbose = False
queue_slugs = options['queues']
queues = []
@ -55,8 +55,6 @@ class Command(BaseCommand):
if options['escalate-verbosely']:
verbose = True
# this should already be handled by optparse
if not occurrences: occurrences = 1
if not (days and occurrences):
raise CommandError('One or more occurrences must be specified.')
@ -116,7 +114,6 @@ def usage():
print(" --verbose, -v: Display a list of dates excluded")
if __name__ == '__main__':
# This script can be run from the command-line or via Django's manage.py.
try:
@ -126,7 +123,7 @@ if __name__ == '__main__':
sys.exit(2)
days = None
occurrences = None
occurrences = 1
verbose = False
queue_slugs = None
queues = []
@ -139,9 +136,8 @@ if __name__ == '__main__':
if o in ('-q', '--queues'):
queue_slugs = a
if o in ('-o', '--occurrences'):
occurrences = int(a)
occurrences = int(a) or 1
if not occurrences: occurrences = 1
if not (days and occurrences):
usage()
sys.exit(2)

20
helpdesk/management/commands/create_usersettings.py
View File

@ -10,17 +10,16 @@ users who don't yet have them.
from django.utils.translation import ugettext as _
from django.core.management.base import BaseCommand
try:
from django.contrib.auth import get_user_model
User = get_user_model()
except ImportError:
from django.contrib.auth.models import User
from django.contrib.auth import get_user_model
from helpdesk.models import UserSettings
from helpdesk.settings import DEFAULT_USER_SETTINGS
User = get_user_model()
class Command(BaseCommand):
"create_usersettings command"
"""create_usersettings command"""
help = _('Check for user without django-helpdesk UserSettings '
'and create settings if required. Uses '
@ -28,10 +27,7 @@ class Command(BaseCommand):
'suit your situation.')
def handle(self, *args, **options):
"handle command line"
"""handle command line"""
for u in User.objects.all():
try:
s = UserSettings.objects.get(user=u)
except UserSettings.DoesNotExist:
s = UserSettings(user=u, settings=DEFAULT_USER_SETTINGS)
s.save()
UserSettings.objects.get_or_create(user=u,
defaults={'settings': DEFAULT_USER_SETTINGS})

37
helpdesk/management/commands/escalate_tickets.py
View File

@ -56,7 +56,7 @@ class Command(BaseCommand):
queue_set = queue_slugs.split(',')
for queue in queue_set:
try:
q = Queue.objects.get(slug__exact=queue)
Queue.objects.get(slug__exact=queue)
except Queue.DoesNotExist:
raise CommandError("Queue %s does not exist." % queue)
queues.append(queue)
@ -82,24 +82,23 @@ def escalate_tickets(queues, verbose):
days += 1
workdate = workdate + timedelta(days=1)
req_last_escl_date = date.today() - timedelta(days=days)
if verbose:
print("Processing: %s" % q)
for t in q.ticket_set.filter(
Q(status=Ticket.OPEN_STATUS)
| Q(status=Ticket.REOPENED_STATUS)
).exclude(
priority=1
).filter(
Q(on_hold__isnull=True)
| Q(on_hold=False)
).filter(
Q(last_escalation__lte=req_last_escl_date)
| Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
):
Q(status=Ticket.OPEN_STATUS)
| Q(status=Ticket.REOPENED_STATUS)
).exclude(
priority=1
).filter(
Q(on_hold__isnull=True)
| Q(on_hold=False)
).filter(
Q(last_escalation__lte=req_last_escl_date)
| Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
):
t.last_escalation = timezone.now()
t.priority -= 1
@ -143,8 +142,8 @@ def escalate_tickets(queues, verbose):
)
f = FollowUp(
ticket = t,
title = 'Ticket Escalated',
ticket=t,
title='Ticket Escalated',
date=timezone.now(),
public=True,
comment=_('Ticket escalated after %s days' % q.escalate_days),
@ -152,10 +151,10 @@ def escalate_tickets(queues, verbose):
f.save()
tc = TicketChange(
followup = f,
field = _('Priority'),
old_value = t.priority + 1,
new_value = t.priority,
followup=f,
field=_('Priority'),
old_value=t.priority + 1,
new_value=t.priority,
)
tc.save()

97
helpdesk/management/commands/get_email.py
View File

@ -40,6 +40,14 @@ from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
STRIPPED_SUBJECT_STRINGS = [
"Re: ",
"Fw: ",
"RE: ",
"FW: ",
"Automatic reply: ",
]
class Command(BaseCommand):
def __init__(self):
BaseCommand.__init__(self)
@ -52,7 +60,8 @@ class Command(BaseCommand):
help='Hide details about each queue/message as they are processed'),
)
help = 'Process Jutda Helpdesk queues and process e-mails via POP3/IMAP as required, feeding them into the helpdesk.'
help = 'Process Jutda Helpdesk queues and process e-mails via ' \
'POP3/IMAP as required, feeding them into the helpdesk.'
def handle(self, *args, **options):
quiet = options.get('quiet', False)
@ -70,7 +79,6 @@ def process_email(quiet=False):
if not q.email_box_interval:
q.email_box_interval = 0
queue_time_delta = timedelta(minutes=q.email_box_interval)
if (q.email_box_last_check + queue_time_delta) > timezone.now():
@ -90,39 +98,47 @@ def process_queue(q, quiet=False):
try:
import socks
except ImportError:
raise ImportError("Queue has been configured with proxy settings, but no socks library was installed. Try to install PySocks via pypi.")
raise ImportError("Queue has been configured with proxy settings, "
"but no socks library was installed. "
"Try to install PySocks via pypi.")
proxy_type = {
'socks4': socks.SOCKS4,
'socks5': socks.SOCKS5,
}.get(q.socks_proxy_type)
socks.set_default_proxy(proxy_type=proxy_type, addr=q.socks_proxy_host, port=q.socks_proxy_port)
socks.set_default_proxy(proxy_type=proxy_type,
addr=q.socks_proxy_host,
port=q.socks_proxy_port)
socket.socket = socks.socksocket
else:
socket.socket = socket._socketobject
email_box_type = settings.QUEUE_EMAIL_BOX_TYPE if settings.QUEUE_EMAIL_BOX_TYPE else q.email_box_type
email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
if email_box_type == 'pop3':
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if not q.email_box_port: q.email_box_port = 995
server = poplib.POP3_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
if not q.email_box_port:
q.email_box_port = 995
server = poplib.POP3_SSL(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
else:
if not q.email_box_port: q.email_box_port = 110
server = poplib.POP3(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
if not q.email_box_port:
q.email_box_port = 110
server = poplib.POP3(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
server.getwelcome()
server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
messagesInfo = server.list()[1]
for msg in messagesInfo:
msgNum = msg.split(" ")[0]
msgSize = msg.split(" ")[1]
# msgSize = msg.split(" ")[1]
full_message = "\n".join(server.retr(msgNum)[1])
ticket = ticket_from_message(message=full_message, queue=q, quiet=quiet)
@ -134,13 +150,22 @@ def process_queue(q, quiet=False):
elif email_box_type == 'imap':
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if not q.email_box_port: q.email_box_port = 993
server = imaplib.IMAP4_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
if not q.email_box_port:
q.email_box_port = 993
server = imaplib.IMAP4_SSL(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
else:
if not q.email_box_port: q.email_box_port = 143
server = imaplib.IMAP4(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
if not q.email_box_port:
q.email_box_port = 143
server = imaplib.IMAP4(q.email_box_host or
settings.QUEUE_EMAIL_BOX_HOST,
int(q.email_box_port))
server.login(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER, q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
server.login(q.email_box_user or
settings.QUEUE_EMAIL_BOX_USER,
q.email_box_pass or
settings.QUEUE_EMAIL_BOX_PASSWORD)
server.select(q.email_box_imap_folder)
status, data = server.search(None, 'NOT', 'DELETED')
@ -160,22 +185,26 @@ def process_queue(q, quiet=False):
def decodeUnknown(charset, string):
if not charset:
try:
return string.decode('utf-8','ignore')
return string.decode('utf-8', 'ignore')
except:
return string.decode('iso8859-1','ignore')
return string.decode('iso8859-1', 'ignore')
return unicode(string, charset)
def decode_mail_headers(string):
decoded = decode_header(string)
return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
def ticket_from_message(message, queue, quiet):
# 'message' must be an RFC822 formatted message.
msg = message
message = email.message_from_string(msg)
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").replace("Automatic reply: ", "").strip()
for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
@ -210,9 +239,10 @@ def ticket_from_message(message, queue, quiet):
if name:
name = collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name == None:
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body_plain = EmailReplyParser.parse_reply(decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
body_plain = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
else:
body_html = part.get_payload(decode=True)
else:
@ -259,7 +289,7 @@ def ticket_from_message(message, queue, quiet):
if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
priority = 2
if ticket == None:
if ticket is None:
t = Ticket(
title=subject,
queue=queue,
@ -270,18 +300,18 @@ def ticket_from_message(message, queue, quiet):
)
t.save()
new = True
update = ''
# update = ''
elif t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
f = FollowUp(
ticket = t,
title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date = timezone.now(),
public = True,
comment = body,
ticket=t,
title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date=timezone.now(),
public=True,
comment=body,
)
if t.status == Ticket.REOPENED_STATUS:
@ -308,7 +338,6 @@ def ticket_from_message(message, queue, quiet):
if not quiet:
print(" - %s" % filename)
context = safe_template_context(t)
if new:
@ -343,10 +372,10 @@ def ticket_from_message(message, queue, quiet):
else:
context.update(comment=f.comment)
if t.status == Ticket.REOPENED_STATUS:
update = _(' (Reopened)')
else:
update = _(' (Updated)')
# if t.status == Ticket.REOPENED_STATUS:
# update = _(' (Reopened)')
# else:
# update = _(' (Updated)')
if t.assigned_to:
send_templated_mail(

2
helpdesk/migrations/0003_initial_data_import.py
View File

@ -25,7 +25,7 @@ def load_fixture(apps, schema_editor):
def unload_fixture(apps, schema_editor):
"Delete all EmailTemplate objects"
"""Delete all EmailTemplate objects"""
objects = deserialize_fixture()

176
helpdesk/models.py
View File

@ -12,14 +12,10 @@ from django.contrib.auth.models import Permission
from django.contrib.contenttypes.models import ContentType
from django.core.exceptions import ObjectDoesNotExist
from django.db import models
from django.contrib.auth import get_user_model
from django.conf import settings
from django.utils.translation import ugettext_lazy as _, ugettext
from django import VERSION
from django.utils.encoding import python_2_unicode_compatible
from helpdesk import settings as helpdesk_settings
try:
from django.utils import timezone
except ImportError:
@ -47,7 +43,7 @@ class Queue(models.Model):
max_length=50,
unique=True,
help_text=_('This slug is used when building ticket ID\'s. Once set, '
'try not to change it or e-mailing may get messy.'),
'try not to change it or e-mailing may get messy.'),
)
email_address = models.EmailField(
@ -55,8 +51,8 @@ class Queue(models.Model):
blank=True,
null=True,
help_text=_('All outgoing e-mails for this queue will use this e-mail '
'address. If you use IMAP or POP3, this should be the e-mail '
'address for that mailbox.'),
'address. If you use IMAP or POP3, this should be the e-mail '
'address for that mailbox.'),
)
locale = models.CharField(
@ -64,15 +60,15 @@ class Queue(models.Model):
max_length=10,
blank=True,
null=True,
help_text=_('Locale of this queue. All correspondence in this queue will be in this language.'),
help_text=_('Locale of this queue. All correspondence in this '
'queue will be in this language.'),
)
allow_public_submission = models.BooleanField(
_('Allow Public Submission?'),
blank=True,
default=False,
help_text=_('Should this queue be listed on the public submission '
'form?'),
help_text=_('Should this queue be listed on the public submission form?'),
)
allow_email_submission = models.BooleanField(
@ -80,7 +76,7 @@ class Queue(models.Model):
blank=True,
default=False,
help_text=_('Do you want to poll the e-mail box below for new '
'tickets?'),
'tickets?'),
)
escalate_days = models.IntegerField(
@ -88,7 +84,7 @@ class Queue(models.Model):
blank=True,
null=True,
help_text=_('For tickets which are not held, how often do you wish to '
'increase their priority? Set to 0 for no escalation.'),
'increase their priority? Set to 0 for no escalation.'),
)
new_ticket_cc = models.CharField(
@ -97,8 +93,8 @@ class Queue(models.Model):
null=True,
max_length=200,
help_text=_('If an e-mail address is entered here, then it will '
'receive notification of all new tickets created for this queue. '
'Enter a comma between multiple e-mail addresses.'),
'receive notification of all new tickets created for this queue. '
'Enter a comma between multiple e-mail addresses.'),
)
updated_ticket_cc = models.CharField(
@ -107,9 +103,9 @@ class Queue(models.Model):
null=True,
max_length=200,
help_text=_('If an e-mail address is entered here, then it will '
'receive notification of all activity (new tickets, closed '
'tickets, updates, reassignments, etc) for this queue. Separate '
'multiple addresses with a comma.'),
'receive notification of all activity (new tickets, closed '
'tickets, updates, reassignments, etc) for this queue. Separate '
'multiple addresses with a comma.'),
)
email_box_type = models.CharField(
@ -119,7 +115,7 @@ class Queue(models.Model):
blank=True,
null=True,
help_text=_('E-Mail server type for creating tickets automatically '
'from a mailbox - both POP3 and IMAP are supported.'),
'from a mailbox - both POP3 and IMAP are supported.'),
)
email_box_host = models.CharField(
@ -128,7 +124,7 @@ class Queue(models.Model):
blank=True,
null=True,
help_text=_('Your e-mail server address - either the domain name or '
'IP address. May be "localhost".'),
'IP address. May be "localhost".'),
)
email_box_port = models.IntegerField(
@ -136,8 +132,8 @@ class Queue(models.Model):
blank=True,
null=True,
help_text=_('Port number to use for accessing e-mail. Default for '
'POP3 is "110", and for IMAP is "143". This may differ on some '
'servers. Leave it blank to use the defaults.'),
'POP3 is "110", and for IMAP is "143". This may differ on some '
'servers. Leave it blank to use the defaults.'),
)
email_box_ssl = models.BooleanField(
@ -145,7 +141,7 @@ class Queue(models.Model):
blank=True,
default=False,
help_text=_('Whether to use SSL for IMAP or POP3 - the default ports '
'when using SSL are 993 for IMAP and 995 for POP3.'),
'when using SSL are 993 for IMAP and 995 for POP3.'),
)
email_box_user = models.CharField(
@ -170,9 +166,9 @@ class Queue(models.Model):
blank=True,
null=True,
help_text=_('If using IMAP, what folder do you wish to fetch messages '
'from? This allows you to use one IMAP account for multiple '
'queues, by filtering messages on your IMAP server into separate '
'folders. Default: INBOX.'),
'from? This allows you to use one IMAP account for multiple '
'queues, by filtering messages on your IMAP server into separate '
'folders. Default: INBOX.'),
)
permission_name = models.CharField(
@ -375,7 +371,7 @@ class Ticket(models.Model):
blank=True,
null=True,
help_text=_('The submitter will receive an email for all public '
'follow-ups left for this task.'),
'follow-ups left for this task.'),
)
assigned_to = models.ForeignKey(
@ -396,8 +392,7 @@ class Ticket(models.Model):
_('On Hold'),
blank=True,
default=False,
help_text=_('If a ticket is on hold, it will not automatically be '
'escalated.'),
help_text=_('If a ticket is on hold, it will not automatically be escalated.'),
)
description = models.TextField(
@ -433,7 +428,7 @@ class Ticket(models.Model):
null=True,
editable=False,
help_text=_('The date this ticket was last escalated - updated '
'automatically by management/commands/escalate_tickets.py.'),
'automatically by management/commands/escalate_tickets.py.'),
)
def _get_assigned_to(self):
@ -453,7 +448,7 @@ class Ticket(models.Model):
""" A user-friendly ticket ID, which is a combination of ticket ID
and queue slug. This is generally used in e-mail subjects. """
return u"[%s]" % (self.ticket_for_url)
return u"[%s]" % self.ticket_for_url
ticket = property(_get_ticket)
def _get_ticket_for_url(self):
@ -486,7 +481,8 @@ class Ticket(models.Model):
held_msg = ''
if self.on_hold: held_msg = _(' - On Hold')
dep_msg = ''
if self.can_be_resolved == False: dep_msg = _(' - Open dependencies')
if not self.can_be_resolved:
dep_msg = _(' - Open dependencies')
return u'%s%s%s' % (self.get_status_display(), held_msg, dep_msg)
get_status = property(_get_status)
@ -534,7 +530,8 @@ class Ticket(models.Model):
False = There are non-resolved dependencies
"""
OPEN_STATUSES = (Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS)
return TicketDependency.objects.filter(ticket=self).filter(depends_on__status__in=OPEN_STATUSES).count() == 0
return TicketDependency.objects.filter(ticket=self).filter(
depends_on__status__in=OPEN_STATUSES).count() == 0
can_be_resolved = property(_can_be_resolved)
class Meta:
@ -547,7 +544,7 @@ class Ticket(models.Model):
return '%s %s' % (self.id, self.title)
def get_absolute_url(self):
return ('helpdesk_view', (self.id,))
return 'helpdesk_view', (self.id,)
get_absolute_url = models.permalink(get_absolute_url)
def save(self, *args, **kwargs):
@ -562,8 +559,8 @@ class Ticket(models.Model):
super(Ticket, self).save(*args, **kwargs)
@classmethod
def queue_and_id_from_query(klass, query):
@staticmethod
def queue_and_id_from_query(query):
# Apply the opposite logic here compared to self._get_ticket_for_url
# Ensure that queues with '-' in them will work
parts = query.split('-')
@ -621,7 +618,7 @@ class FollowUp(models.Model):
blank=True,
default=False,
help_text=_('Public tickets are viewable by the submitter and all '
'staff, but non-public tickets can only be seen by staff.'),
'staff, but non-public tickets can only be seen by staff.'),
)
user = models.ForeignKey(
@ -785,33 +782,32 @@ class PreSetReply(models.Model):
When replying to a ticket, the user can select any reply set for the current
queue, and the body text is fetched via AJAX.
"""
class Meta:
ordering = ['name', ]
verbose_name = _('Pre-set reply')
verbose_name_plural = _('Pre-set replies')
queues = models.ManyToManyField(
Queue,
blank=True,
help_text=_('Leave blank to allow this reply to be used for all '
'queues, or select those queues you wish to limit this reply to.'),
'queues, or select those queues you wish to limit this reply to.'),
)
name = models.CharField(
_('Name'),
max_length=100,
help_text=_('Only used to assist users with selecting a reply - not '
'shown to the user.'),
'shown to the user.'),
)
body = models.TextField(
_('Body'),
help_text=_('Context available: {{ ticket }} - ticket object (eg '
'{{ ticket.title }}); {{ queue }} - The queue; and {{ user }} '
'- the current user.'),
'{{ ticket.title }}); {{ queue }} - The queue; and {{ user }} '
'- the current user.'),
)
class Meta:
ordering = ['name',]
verbose_name = _('Pre-set reply')
verbose_name_plural = _('Pre-set replies')
def __str__(self):
return '%s' % self.name
@ -831,9 +827,8 @@ class EscalationExclusion(models.Model):
queues = models.ManyToManyField(
Queue,
blank=True,
help_text=_('Leave blank for this exclusion to be applied to all '
'queues, or select those queues you wish to exclude with this '
'entry.'),
help_text=_('Leave blank for this exclusion to be applied to all queues, '
'or select those queues you wish to exclude with this entry.'),
)
name = models.CharField(
@ -873,29 +868,28 @@ class EmailTemplate(models.Model):
_('Subject'),
max_length=100,
help_text=_('This will be prefixed with "[ticket.ticket] ticket.title"'
'. We recommend something simple such as "(Updated") or "(Closed)"'
' - the same context is available as in plain_text, below.'),
'. We recommend something simple such as "(Updated") or "(Closed)"'
' - the same context is available as in plain_text, below.'),
)
heading = models.CharField(
_('Heading'),
max_length=100,
help_text=_('In HTML e-mails, this will be the heading at the top of '
'the email - the same context is available as in plain_text, '
'below.'),
'the email - the same context is available as in plain_text, '
'below.'),
)
plain_text = models.TextField(
_('Plain Text'),
help_text=_('The context available to you includes {{ ticket }}, '
'{{ queue }}, and depending on the time of the call: '
'{{ resolution }} or {{ comment }}.'),
'{{ queue }}, and depending on the time of the call: '
'{{ resolution }} or {{ comment }}.'),
)
html = models.TextField(
_('HTML'),
help_text=_('The same context is available here as in plain_text, '
'above.'),
help_text=_('The same context is available here as in plain_text, above.'),
)
locale = models.CharField(
@ -944,7 +938,7 @@ class KBCategory(models.Model):
verbose_name_plural = _('Knowledge base categories')
def get_absolute_url(self):
return ('helpdesk_kb_category', (), {'slug': self.slug})
return 'helpdesk_kb_category', (), {'slug': self.slug}
get_absolute_url = models.permalink(get_absolute_url)
@ -986,8 +980,7 @@ class KBItem(models.Model):
last_updated = models.DateTimeField(
_('Last Updated'),
help_text=_('The date on which this question was most recently '
'changed.'),
help_text=_('The date on which this question was most recently changed.'),
blank=True,
)
@ -1012,7 +1005,7 @@ class KBItem(models.Model):
verbose_name_plural = _('Knowledge base items')
def get_absolute_url(self):
return ('helpdesk_kb_item', (self.id,))
return 'helpdesk_kb_item', (self.id,)
get_absolute_url = models.permalink(get_absolute_url)
@ -1076,7 +1069,8 @@ class UserSettings(models.Model):
settings_pickled = models.TextField(
_('Settings Dictionary'),
help_text=_('This is a base64-encoded representation of a pickled Python dictionary. Do not change this field via the admin.'),
help_text=_('This is a base64-encoded representation of a pickled Python dictionary. '
'Do not change this field via the admin.'),
blank=True,
null=True,
)
@ -1125,15 +1119,7 @@ def create_usersettings(sender, instance, created, **kwargs):
if created:
UserSettings.objects.create(user=instance, settings=DEFAULT_USER_SETTINGS)
try:
# Connecting via settings.AUTH_USER_MODEL (string) fails in Django < 1.7. We need the actual model there.
# https://docs.djangoproject.com/en/1.7/topics/auth/customizing/#referencing-the-user-model
if VERSION < (1, 7):
raise ValueError
models.signals.post_save.connect(create_usersettings, sender=settings.AUTH_USER_MODEL)
except:
signal_user = get_user_model()
models.signals.post_save.connect(create_usersettings, sender=signal_user)
models.signals.post_save.connect(create_usersettings, sender=settings.AUTH_USER_MODEL)
@python_2_unicode_compatible
@ -1143,12 +1129,15 @@ class IgnoreEmail(models.Model):
processing IMAP and POP3 mailboxes, eg mails from postmaster or from
known trouble-makers.
"""
class Meta:
verbose_name = _('Ignored e-mail address')
verbose_name_plural = _('Ignored e-mail addresses')
queues = models.ManyToManyField(
Queue,
blank=True,
help_text=_('Leave blank for this e-mail to be ignored on all '
'queues, or select those queues you wish to ignore this e-mail '
'for.'),
help_text=_('Leave blank for this e-mail to be ignored on all queues, '
'or select those queues you wish to ignore this e-mail for.'),
)
name = models.CharField(
@ -1167,16 +1156,15 @@ class IgnoreEmail(models.Model):
_('E-Mail Address'),
max_length=150,
help_text=_('Enter a full e-mail address, or portions with '
'wildcards, eg *@domain.com or postmaster@*.'),
'wildcards, eg *@domain.com or postmaster@*.'),
)
keep_in_mailbox = models.BooleanField(
_('Save Emails in Mailbox?'),
blank=True,
default=False,
help_text=_('Do you want to save emails from this address in the '
'mailbox? If this is unticked, emails from this address will '
'be deleted.'),
help_text=_('Do you want to save emails from this address in the mailbox? '
'If this is unticked, emails from this address will be deleted.'),
)
def __str__(self):
@ -1202,18 +1190,14 @@ class IgnoreEmail(models.Model):
own_parts = self.email_address.split("@")
email_parts = email.split("@")
if self.email_address == email \
or own_parts[0] == "*" and own_parts[1] == email_parts[1] \
or own_parts[1] == "*" and own_parts[0] == email_parts[0] \
or own_parts[0] == "*" and own_parts[1] == "*":
if self.email_address == email or \
own_parts[0] == "*" and own_parts[1] == email_parts[1] or \
own_parts[1] == "*" and own_parts[0] == email_parts[0] or \
own_parts[0] == "*" and own_parts[1] == "*":
return True
else:
return False
class Meta:
verbose_name = _('Ignored e-mail address')
verbose_name_plural = _('Ignored e-mail addresses')
@python_2_unicode_compatible
class TicketCC(models.Model):
@ -1277,6 +1261,7 @@ class TicketCC(models.Model):
def __str__(self):
return '%s for %s' % (self.display, self.ticket.title)
class CustomFieldManager(models.Manager):
def get_queryset(self):
return super(CustomFieldManager, self).get_queryset().order_by('ordering')
@ -1290,7 +1275,8 @@ class CustomField(models.Model):
name = models.SlugField(
_('Field Name'),
help_text=_('As used in the database and behind the scenes. Must be unique and consist of only lowercase letters with no punctuation.'),
help_text=_('As used in the database and behind the scenes. '
'Must be unique and consist of only lowercase letters with no punctuation.'),
unique=True,
)
@ -1346,7 +1332,8 @@ class CustomField(models.Model):
empty_selection_list = models.BooleanField(
_('Add empty first choice to List?'),
default=False,
help_text=_('Only for List: adds an empty first entry to the choices list, which enforces that the user makes an active choice.'),
help_text=_('Only for List: adds an empty first entry to the choices list, '
'which enforces that the user makes an active choice.'),
)
list_values = models.TextField(
@ -1379,14 +1366,15 @@ class CustomField(models.Model):
staff_only = models.BooleanField(
_('Staff Only?'),
help_text=_('If this is ticked, then the public submission form will NOT show this field'),
help_text=_('If this is ticked, then the public submission form '
'will NOT show this field'),
default=False,
)
objects = CustomFieldManager()
def __str__(self):
return '%s' % (self.name)
return '%s' % self.name
class Meta:
verbose_name = _('Custom field')
@ -1423,6 +1411,11 @@ class TicketDependency(models.Model):
To help enforce this, a helper function `can_be_resolved` on each Ticket instance checks that
these have all been resolved.
"""
class Meta:
unique_together = (('ticket', 'depends_on'),)
verbose_name = _('Ticket dependency')
verbose_name_plural = _('Ticket dependencies')
ticket = models.ForeignKey(
Ticket,
verbose_name=_('Ticket'),
@ -1437,8 +1430,3 @@ class TicketDependency(models.Model):
def __str__(self):
return '%s / %s' % (self.ticket, self.depends_on)
class Meta:
unique_together = (('ticket', 'depends_on'),)
verbose_name = _('Ticket dependency')
verbose_name_plural = _('Ticket dependencies')

87
helpdesk/settings.py
View File

@ -11,22 +11,27 @@ try:
except:
DEFAULT_USER_SETTINGS = None
if type(DEFAULT_USER_SETTINGS) != type(dict()):
if not isinstance(DEFAULT_USER_SETTINGS, dict):
DEFAULT_USER_SETTINGS = {
'use_email_as_submitter': True,
'email_on_ticket_assign': True,
'email_on_ticket_change': True,
'login_view_ticketlist': True,
'email_on_ticket_apichange': True,
'tickets_per_page': 25
}
'use_email_as_submitter': True,
'email_on_ticket_assign': True,
'email_on_ticket_change': True,
'login_view_ticketlist': True,
'email_on_ticket_apichange': True,
'tickets_per_page': 25
}
HAS_TAG_SUPPORT = False
''' generic options - visible on all pages '''
##########################################
# generic options - visible on all pages #
##########################################
# redirect to login page instead of the default homepage when users visits "/"?
HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings, 'HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT', False)
HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings,
'HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT',
False)
# show knowledgebase links?
HELPDESK_KB_ENABLED = getattr(settings, 'HELPDESK_KB_ENABLED', True)
@ -34,14 +39,20 @@ HELPDESK_KB_ENABLED = getattr(settings, 'HELPDESK_KB_ENABLED', True)
# show extended navigation by default, to all users, irrespective of staff status?
HELPDESK_NAVIGATION_ENABLED = getattr(settings, 'HELPDESK_NAVIGATION_ENABLED', False)
# use public CDNs to serve jquery and other javascript by default? otherwise, use built-in static copy
# use public CDNs to serve jquery and other javascript by default?
# otherwise, use built-in static copy
HELPDESK_USE_CDN = getattr(settings, 'HELPDESK_USE_CDN', False)
# show dropdown list of languages that ticket comments can be translated into?
HELPDESK_TRANSLATE_TICKET_COMMENTS = getattr(settings, 'HELPDESK_TRANSLATE_TICKET_COMMENTS', False)
HELPDESK_TRANSLATE_TICKET_COMMENTS = getattr(settings,
'HELPDESK_TRANSLATE_TICKET_COMMENTS',
False)
# list of languages to offer. if set to false, all default google translate languages will be shown.
HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings, 'HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG', ["en", "de", "fr", "it", "ru"])
# list of languages to offer. if set to false,
# all default google translate languages will be shown.
HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings,
'HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG',
["en", "de", "fr", "it", "ru"])
# show link to 'change password' on 'User Settings' page?
HELPDESK_SHOW_CHANGE_PASSWORD = getattr(settings, 'HELPDESK_SHOW_CHANGE_PASSWORD', False)
@ -50,10 +61,15 @@ HELPDESK_SHOW_CHANGE_PASSWORD = getattr(settings, 'HELPDESK_SHOW_CHANGE_PASSWORD
HELPDESK_FOLLOWUP_MOD = getattr(settings, 'HELPDESK_FOLLOWUP_MOD', False)
# auto-subscribe user to ticket if (s)he responds to a ticket?
HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = getattr(settings, 'HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE', False)
HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = getattr(settings,
'HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE',
False)
''' options for public pages '''
############################
# options for public pages #
############################
# show 'view a ticket' section on public page?
HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC', True)
@ -61,17 +77,25 @@ HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC
HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)
###################################
# options for update_ticket views #
###################################
''' options for update_ticket views '''
# allow non-staff users to interact with tickets? this will also change how 'staff_member_required'
# allow non-staff users to interact with tickets?
# this will also change how 'staff_member_required'
# in staff.py will be defined.
HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings,
'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE',
False)
# show edit buttons in ticket follow ups.
HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings, 'HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP', True)
HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings,
'HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP',
True)
# show delete buttons in ticket follow ups if user is 'superuser'
HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = getattr(settings, 'HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP', False)
HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = getattr(
settings, 'HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP', False)
# make all updates public by default? this will hide the 'is this update public' checkbox
HELPDESK_UPDATE_PUBLIC_DEFAULT = getattr(settings, 'HELPDESK_UPDATE_PUBLIC_DEFAULT', False)
@ -82,21 +106,28 @@ HELPDESK_STAFF_ONLY_TICKET_OWNERS = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKE
# only show staff users in ticket cc drop-down
HELPDESK_STAFF_ONLY_TICKET_CC = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKET_CC', False)
# allow the subject to have a configurable template.
HELPDESK_EMAIL_SUBJECT_TEMPLATE = getattr(settings, 'HELPDESK_EMAIL_SUBJECT_TEMPLATE', "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s")
HELPDESK_EMAIL_SUBJECT_TEMPLATE = getattr(
settings, 'HELPDESK_EMAIL_SUBJECT_TEMPLATE',
"{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s")
# default fallback locale when queue locale not found
HELPDESK_EMAIL_FALLBACK_LOCALE = getattr(settings, 'HELPDESK_EMAIL_FALLBACK_LOCALE', 'en')
''' options for staff.create_ticket view '''
########################################
# options for staff.create_ticket view #
########################################
# hide the 'assigned to' / 'Case owner' field from the 'create_ticket' view?
HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)
HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(
settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)
#################
# email options #
#################
''' email options '''
# default Queue email submission settings
QUEUE_EMAIL_BOX_TYPE = getattr(settings, 'QUEUE_EMAIL_BOX_TYPE', None)
QUEUE_EMAIL_BOX_SSL = getattr(settings, 'QUEUE_EMAIL_BOX_SSL', None)
@ -104,6 +135,6 @@ QUEUE_EMAIL_BOX_HOST = getattr(settings, 'QUEUE_EMAIL_BOX_HOST', None)
QUEUE_EMAIL_BOX_USER = getattr(settings, 'QUEUE_EMAIL_BOX_USER', None)
QUEUE_EMAIL_BOX_PASSWORD = getattr(settings, 'QUEUE_EMAIL_BOX_PASSWORD', None)
# only allow users to access queues that they are members of?
HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = getattr(settings, 'HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION', False)
HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = getattr(
settings, 'HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION', False)

3
helpdesk/templatetags/in_list.py
View File

@ -17,8 +17,9 @@ Assuming 'food' = 'pizza' and 'best_foods' = ['pizza', 'pie', 'cake]:
from django import template
def in_list(value, arg):
return value in ( arg or [] )
return value in (arg or [])
register = template.Library()
register.filter(in_list)

8
helpdesk/templatetags/load_helpdesk_settings.py
View File

@ -4,17 +4,19 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
templatetags/load_helpdesk_settings.py - returns the settings as defined in
django-helpdesk/helpdesk/settings.py
"""
from __future__ import print_function
from django.template import Library
from helpdesk import settings as helpdesk_settings_config
def load_helpdesk_settings(request):
try:
return helpdesk_settings_config
except Exception as e:
import sys
print >> sys.stderr, "'load_helpdesk_settings' template tag (django-helpdesk) crashed with following error:"
print >> sys.stderr, e
print("'load_helpdesk_settings' template tag (django-helpdesk) crashed with following error:",
file=sys.stderr)
print(e, file=sys.stderr)
return ''
register = Library()

19
helpdesk/templatetags/ticket_to_link.py
View File

@ -20,18 +20,6 @@ from django.utils.safestring import mark_safe
from helpdesk.models import Ticket
class ReverseProxy:
def __init__(self, sequence):
self.sequence = sequence
def __iter__(self):
length = len(self.sequence)
i = length
while i > 0:
i = i - 1
yield self.sequence[i]
def num_to_link(text):
if text == '':
return text
@ -40,9 +28,7 @@ def num_to_link(text):
for match in re.finditer(r"(?:[^&]|\b|^)#(\d+)\b", text):
matches.append(match)
for match in ReverseProxy(matches):
start = match.start()
end = match.end()
for match in reversed(matches):
number = match.groups()[0]
url = reverse('helpdesk_view', args=[number])
try:
@ -52,7 +38,8 @@ def num_to_link(text):
if ticket:
style = ticket.get_status_display()
text = "%s <a href='%s' class='ticket_link_status ticket_link_status_%s'>#%s</a>%s" % (text[:match.start()], url, style, match.groups()[0], text[match.end():])
text = "%s <a href='%s' class='ticket_link_status ticket_link_status_%s'>#%s</a>%s" % (
text[:match.start()], url, style, match.groups()[0], text[match.end():])
return mark_safe(text)
register = template.Library()

1
helpdesk/templatetags/user_admin_url.py
View File

@ -12,6 +12,7 @@ templatetags/admin_url.py - Very simple template tag allow linking to the
from django import template
from django.contrib.auth import get_user_model
def user_admin_url(action):
user = get_user_model()
try:

9
helpdesk/tests/helpers.py
View File

@ -1,11 +1,8 @@
# -*- coding: utf-8 -*-
import sys
try:
from django.contrib.auth import get_user_model
except ImportError:
from django.contrib.auth.models import User
else:
User = get_user_model()
from django.contrib.auth import get_user_model
User = get_user_model()
def get_staff_user(username='helpdesk.staff', password='password'):

25
helpdesk/tests/test_public_actions.py
View File

@ -1,9 +1,9 @@
from helpdesk.models import Queue, CustomField, Ticket
from helpdesk.models import Queue, Ticket
from django.test import TestCase
from django.core import mail
from django.test.client import Client
from django.core.urlresolvers import reverse
class PublicActionsTestCase(TestCase):
"""
Tests for public actions:
@ -15,13 +15,23 @@ class PublicActionsTestCase(TestCase):
"""
Create a queue & ticket we can use for later tests.
"""
self.queue = Queue.objects.create(title='Queue 1', slug='q', allow_public_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com')
self.ticket = Ticket.objects.create(title='Test Ticket', queue=self.queue, submitter_email='test.submitter@example.com', description='This is a test ticket.')
self.queue = Queue.objects.create(title='Queue 1',
slug='q',
allow_public_submission=True,
new_ticket_cc='new.public@example.com',
updated_ticket_cc='update.public@example.com')
self.ticket = Ticket.objects.create(title='Test Ticket',
queue=self.queue,
submitter_email='test.submitter@example.com',
description='This is a test ticket.')
self.client = Client()
def test_public_view_ticket(self):
response = self.client.get('%s?ticket=%s&email=%s' % (reverse('helpdesk_public_view'), self.ticket.ticket_for_url, 'test.submitter@example.com'))
response = self.client.get('%s?ticket=%s&email=%s' % (
reverse('helpdesk_public_view'),
self.ticket.ticket_for_url,
'test.submitter@example.com'))
self.assertEqual(response.status_code, 200)
self.assertTemplateNotUsed(response, 'helpdesk/public_view_form.html')
@ -38,7 +48,10 @@ class PublicActionsTestCase(TestCase):
current_followups = ticket.followup_set.all().count()
response = self.client.get('%s?ticket=%s&email=%s&close' % (reverse('helpdesk_public_view'), ticket.ticket_for_url, 'test.submitter@example.com'))
response = self.client.get('%s?ticket=%s&email=%s&close' % (
reverse('helpdesk_public_view'),
ticket.ticket_for_url,
'test.submitter@example.com'))
ticket = Ticket.objects.get(id=self.ticket.id)

22
helpdesk/tests/test_savequery.py
View File

@ -1,8 +1,9 @@
# -*- coding: utf-8 -*-
from django.core.urlresolvers import reverse
from django.test import TestCase
from helpdesk.models import Ticket, Queue
from helpdesk.tests.helpers import get_staff_user, reload_urlconf
from helpdesk.models import Queue
from helpdesk.tests.helpers import get_staff_user
class TestSavingSharedQuery(TestCase):
def setUp(self):
@ -15,12 +16,15 @@ class TestSavingSharedQuery(TestCase):
url = reverse('helpdesk_savequery')
self.client.login(username=get_staff_user().get_username(),
password='password')
response = self.client.post(url,
data={'title': 'ticket on my queue',
'queue':self.q,
'shared':'on',
'query_encoded':'KGRwMApWZmlsdGVyaW5nCnAxCihkcDIKVnN0YXR1c19faW4KcDMKKGxwNApJMQphSTIKYUkzCmFzc1Zzb3J0aW5nCnA1ClZjcmVhdGVkCnA2CnMu'})
response = self.client.post(
url,
data={
'title': 'ticket on my queue',
'queue': self.q,
'shared': 'on',
'query_encoded':
'KGRwMApWZmlsdGVyaW5nCnAxCihkcDIKVnN0YXR1c19faW4KcDMKKG'
'xwNApJMQphSTIKYUkzCmFzc1Zzb3J0aW5nCnA1ClZjcmVhdGVkCnA2CnMu'
})
self.assertEqual(response.status_code, 302)
self.assertTrue('tickets/?saved_query=1' in response.url)

16
helpdesk/tests/test_ticket_lookup.py
View File

@ -3,6 +3,7 @@ from django.core.urlresolvers import reverse
from django.test import TestCase
from helpdesk.models import Ticket, Queue
class TestKBDisabled(TestCase):
def setUp(self):
q = Queue(title='Q1', slug='q1')
@ -14,22 +15,19 @@ class TestKBDisabled(TestCase):
def test_ticket_by_id(self):
"""Can a ticket be looked up by its ID"""
from django.core.urlresolvers import NoReverseMatch
# get the ticket from models
t = Ticket.objects.get(id=self.ticket.id)
self.assertEqual(t.title, self.ticket.title)
def test_ticket_by_link(self):
"""Can a ticket be looked up by its link from (eg) an email"""
# Work out the link which would have been inserted into the email
link = self.ticket.ticket_url
# however instead of using that link, we will exercise 'reverse'
# to lookup/build the URL from the ticket info we have
# http://example.com/helpdesk/view/?ticket=q1-1&email=None
# Instead of using the ticket_for_url link,
# we will exercise 'reverse' to lookup/build the URL
# from the ticket info we have
# http://example.com/helpdesk/view/?ticket=q1-1&email=None
response = self.client.get(reverse('helpdesk_public_view'),
{'ticket': self.ticket.ticket_for_url,
'email':self.ticket.submitter_email})
'email': self.ticket.submitter_email})
self.assertEqual(response.status_code, 200)
def test_ticket_with_changed_queue(self):
@ -40,7 +38,7 @@ class TestKBDisabled(TestCase):
# grab the URL / params which would have been emailed out to submitter.
url = reverse('helpdesk_public_view')
params = {'ticket': self.ticket.ticket_for_url,
'email':self.ticket.submitter_email}
'email': self.ticket.submitter_email}
# Pickup the ticket created in setup() and change its queue
self.ticket.queue = q2
self.ticket.save()

66
helpdesk/tests/test_ticket_submission.py
View File

@ -14,13 +14,23 @@ class TicketBasicsTestCase(TestCase):
fixtures = ['emailtemplate.json']
def setUp(self):
self.queue_public = Queue.objects.create(title='Queue 1', slug='q1', allow_public_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com')
self.queue_private = Queue.objects.create(title='Queue 2', slug='q2', allow_public_submission=False, new_ticket_cc='new.private@example.com', updated_ticket_cc='update.private@example.com')
self.queue_public = Queue.objects.create(
title='Queue 1',
slug='q1',
allow_public_submission=True,
new_ticket_cc='new.public@example.com',
updated_ticket_cc='update.public@example.com')
self.queue_private = Queue.objects.create(
title='Queue 2',
slug='q2',
allow_public_submission=False,
new_ticket_cc='new.private@example.com',
updated_ticket_cc='update.private@example.com')
self.ticket_data = {
'title': 'Test Ticket',
'description': 'Some Test Ticket',
}
'title': 'Test Ticket',
'description': 'Some Test Ticket',
}
self.client = Client()
@ -30,7 +40,6 @@ class TicketBasicsTestCase(TestCase):
ticket = Ticket.objects.create(**ticket_data)
self.assertEqual(ticket.ticket_for_url, "q1-%s" % ticket.id)
self.assertEqual(email_count, len(mail.outbox))
def test_create_ticket_public(self):
email_count = len(mail.outbox)
@ -49,7 +58,7 @@ class TicketBasicsTestCase(TestCase):
response = self.client.post(reverse('helpdesk_home'), post_data, follow=True)
last_redirect = response.redirect_chain[-1]
last_redirect_url = last_redirect[0]
last_redirect_status = last_redirect[1]
# last_redirect_status = last_redirect[1]
# Ensure we landed on the "View" page.
# Django 1.9 compatible way of testing this
@ -63,12 +72,12 @@ class TicketBasicsTestCase(TestCase):
def test_create_ticket_private(self):
email_count = len(mail.outbox)
post_data = {
'title': 'Private ticket test',
'queue': self.queue_private.id,
'submitter_email': 'ticket2.submitter@example.com',
'body': 'Test ticket body',
'priority': 3,
}
'title': 'Private ticket test',
'queue': self.queue_private.id,
'submitter_email': 'ticket2.submitter@example.com',
'body': 'Test ticket body',
'priority': 3,
}
response = self.client.post(reverse('helpdesk_home'), post_data)
self.assertEqual(response.status_code, 200)
@ -77,23 +86,34 @@ class TicketBasicsTestCase(TestCase):
def test_create_ticket_customfields(self):
email_count = len(mail.outbox)
queue_custom = Queue.objects.create(title='Queue 3', slug='q3', allow_public_submission=True, updated_ticket_cc='update.custom@example.com')
custom_field_1 = CustomField.objects.create(name='textfield', label='Text Field', data_type='varchar', max_length=100, ordering=10, required=False, staff_only=False)
queue_custom = Queue.objects.create(
title='Queue 3',
slug='q3',
allow_public_submission=True,
updated_ticket_cc='update.custom@example.com')
custom_field_1 = CustomField.objects.create(
name='textfield',
label='Text Field',
data_type='varchar',
max_length=100,
ordering=10,
required=False,
staff_only=False)
post_data = {
'queue': queue_custom.id,
'title': 'Ticket with custom text field',
'submitter_email': 'ticket3.submitter@example.com',
'body': 'Test ticket body',
'priority': 3,
'custom_textfield': 'This is my custom text.',
}
'queue': queue_custom.id,
'title': 'Ticket with custom text field',
'submitter_email': 'ticket3.submitter@example.com',
'body': 'Test ticket body',
'priority': 3,
'custom_textfield': 'This is my custom text.',
}
response = self.client.post(reverse('helpdesk_home'), post_data, follow=True)
custom_field_1.delete()
last_redirect = response.redirect_chain[-1]
last_redirect_url = last_redirect[0]
last_redirect_status = last_redirect[1]
# last_redirect_status = last_redirect[1]
# Ensure we landed on the "View" page.
# Django 1.9 compatible way of testing this

13
helpdesk/urls.py
View File

@ -7,21 +7,18 @@ urls.py - Mapping of URL's to our various views. Note we always used NAMED
views for simplicity in linking later on.
"""
from django.conf import settings
import django
if django.get_version().startswith("1.3"):
from django.conf.urls.defaults import *
else:
from django.conf.urls import *
from django.conf.urls import url
from django.contrib.auth.decorators import login_required
from django.contrib.auth import views as auth_views
from django.views.generic import TemplateView
from helpdesk import settings as helpdesk_settings
from helpdesk.views import feeds, staff, public, api, kb
from django.contrib.auth import views as auth_views
from django.views.generic import TemplateView
class DirectTemplateView(TemplateView):
extra_context = None
def get_context_data(self, **kwargs):
context = super(self.__class__, self).get_context_data(**kwargs)
if self.extra_context is not None:

36
helpdesk/views/api.py
View File

@ -11,16 +11,10 @@ The API documentation can be accessed by visiting http://helpdesk/api/help/
through templates/helpdesk/help_api.html.
"""
from django import forms
from django.contrib.auth import authenticate
try:
from django.contrib.auth import get_user_model
User = get_user_model()
except ImportError:
from django.contrib.auth.models import User
from django.contrib.auth import get_user_model
from django.http import HttpResponse
from django.shortcuts import render
from django.template import loader, Context
import simplejson
from django.views.decorators.csrf import csrf_exempt
@ -35,6 +29,8 @@ from helpdesk.models import Ticket, Queue, FollowUp
import warnings
User = get_user_model()
STATUS_OK = 200
STATUS_ERROR = 400
@ -61,7 +57,9 @@ def api(request, method):
"""
warnings.warn("django-helpdesk API will be removed in January 2016. See https://github.com/django-helpdesk/django-helpdesk/issues/198 for details.", category=DeprecationWarning)
warnings.warn("django-helpdesk API will be removed in January 2016. "
"See https://github.com/django-helpdesk/django-helpdesk/issues/198 for details.",
category=DeprecationWarning)
if method == 'help':
return render(request, template_name='helpdesk/help_api.html')
@ -114,7 +112,6 @@ class API:
def __init__(self, request):
self.request = request
def api_public_create_ticket(self):
form = TicketForm(self.request.POST)
form.fields['queue'].choices = [[q.id, q.title] for q in Queue.objects.all()]
@ -126,10 +123,11 @@ class API:
else:
return api_return(STATUS_ERROR, text=form.errors.as_text())
def api_public_list_queues(self):
return api_return(STATUS_OK, simplejson.dumps([{"id": "%s" % q.id, "title": "%s" % q.title} for q in Queue.objects.all()]), json=True)
return api_return(STATUS_OK, simplejson.dumps([
{"id": "%s" % q.id, "title": "%s" % q.title}
for q in Queue.objects.all()
]), json=True)
def api_public_find_user(self):
username = self.request.POST.get('username', False)
@ -141,7 +139,6 @@ class API:
except User.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid username provided")
def api_public_delete_ticket(self):
if not self.request.POST.get('confirm', False):
return api_return(STATUS_ERROR, "No confirmation provided")
@ -155,7 +152,6 @@ class API:
return api_return(STATUS_OK)
def api_public_hold_ticket(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@ -167,7 +163,6 @@ class API:
return api_return(STATUS_OK)
def api_public_unhold_ticket(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@ -179,7 +174,6 @@ class API:
return api_return(STATUS_OK)
def api_public_add_followup(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@ -264,7 +258,6 @@ class API:
return api_return(STATUS_OK)
def api_public_resolve(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@ -289,7 +282,7 @@ class API:
context = safe_template_context(ticket)
context['resolution'] = f.comment
subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
# subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
messages_sent_to = []
@ -324,7 +317,12 @@ class API:
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_apichange', False) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
if ticket.assigned_to and \
self.request.user != ticket.assigned_to and \
getattr(ticket.assigned_to.usersettings.settings,
'email_on_ticket_apichange', False) and \
ticket.assigned_to.email and \
ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'resolved_resolved',
context,

13
helpdesk/views/feeds.py
View File

@ -7,11 +7,7 @@ views/feeds.py - A handful of staff-only RSS feeds to provide ticket details
to feed readers or similar software.
"""
try:
from django.contrib.auth import get_user_model
User = get_user_model()
except ImportError:
from django.contrib.auth.models import User
from django.contrib.auth import get_user_model
from django.contrib.syndication.views import Feed
from django.core.urlresolvers import reverse
from django.db.models import Q
@ -20,6 +16,8 @@ from django.shortcuts import get_object_or_404
from helpdesk.models import Ticket, FollowUp, Queue
User = get_user_model()
class OpenTicketsByUser(Feed):
title_template = 'helpdesk/rss/ticket_title.html'
@ -101,7 +99,7 @@ class UnassignedTickets(Feed):
title = _('Helpdesk: Unassigned Tickets')
description = _('Unassigned Open and Reopened tickets')
link = ''#%s?assigned_to=' % reverse('helpdesk_list')
link = '' # '%s?assigned_to=' % reverse('helpdesk_list')
def items(self, obj):
return Ticket.objects.filter(
@ -113,7 +111,6 @@ class UnassignedTickets(Feed):
def item_pubdate(self, item):
return item.created
def item_author_name(self, item):
if item.assigned_to:
return item.assigned_to.get_username()
@ -127,7 +124,7 @@ class RecentFollowUps(Feed):
title = _('Helpdesk: Recent Followups')
description = _('Recent FollowUps, such as e-mail replies, comments, attachments and resolutions')
link = '/tickets/' # reverse('helpdesk_list')
link = '/tickets/' # reverse('helpdesk_list')
def items(self):
return FollowUp.objects.order_by('-date')[:20]

34
helpdesk/views/kb.py
View File

@ -8,12 +8,8 @@ views/kb.py - Public-facing knowledgebase views. The knowledgebase is a
resolutions to common problems.
"""
from datetime import datetime
from django.http import HttpResponseRedirect
from django.shortcuts import render, get_object_or_404
from django.template import RequestContext
from django.utils.translation import ugettext as _
from helpdesk import settings as helpdesk_settings
from helpdesk.models import KBCategory, KBItem
@ -22,31 +18,28 @@ from helpdesk.models import KBCategory, KBItem
def index(request):
category_list = KBCategory.objects.all()
# TODO: It'd be great to have a list of most popular items here.
return render(request, template_name='helpdesk/kb_index.html',
context = {
'kb_categories': category_list,
'helpdesk_settings': helpdesk_settings,
})
return render(request, 'helpdesk/kb_index.html', {
'kb_categories': category_list,
'helpdesk_settings': helpdesk_settings,
})
def category(request, slug):
category = get_object_or_404(KBCategory, slug__iexact=slug)
items = category.kbitem_set.all()
return render(request, template_name='helpdesk/kb_category.html',
context = {
'category': category,
'items': items,
'helpdesk_settings': helpdesk_settings,
})
return render(request, 'helpdesk/kb_category.html', {
'category': category,
'items': items,
'helpdesk_settings': helpdesk_settings,
})
def item(request, item):
item = get_object_or_404(KBItem, pk=item)
return render(request, template_name='helpdesk/kb_item.html',
context = {
'item': item,
'helpdesk_settings': helpdesk_settings,
})
return render(request, 'helpdesk/kb_item.html', {
'item': item,
'helpdesk_settings': helpdesk_settings,
})
def vote(request, item):
@ -59,4 +52,3 @@ def vote(request, item):
item.save()
return HttpResponseRedirect(item.get_absolute_url())

61
helpdesk/views/public.py
View File

@ -6,16 +6,15 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
views/public.py - All public facing views, eg non-staff (no authentication
required) views.
"""
from django.core.exceptions import ObjectDoesNotExist
from django.core.urlresolvers import reverse
from django.http import HttpResponseRedirect, Http404, HttpResponse
from django.shortcuts import render, get_object_or_404
from django.template import loader, Context, RequestContext
from django.http import HttpResponseRedirect
from django.shortcuts import render
from django.utils.translation import ugettext as _
from helpdesk import settings as helpdesk_settings
from helpdesk.forms import PublicTicketForm
from helpdesk.lib import send_templated_mail, text_is_spam
from helpdesk.lib import text_is_spam
from helpdesk.models import Ticket, Queue, UserSettings, KBCategory
@ -23,7 +22,9 @@ def homepage(request):
if not request.user.is_authenticated() and helpdesk_settings.HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT:
return HttpResponseRedirect(reverse('login'))
if (request.user.is_staff or (request.user.is_authenticated() and helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
if request.user.is_staff or \
(request.user.is_authenticated() and
helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE):
try:
if request.user.usersettings.settings.get('login_view_ticketlist', False):
return HttpResponseRedirect(reverse('helpdesk_list'))
@ -34,14 +35,15 @@ def homepage(request):
if request.method == 'POST':
form = PublicTicketForm(request.POST, request.FILES)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.filter(allow_public_submission=True)]
form.fields['queue'].choices = [('', '--------')] + [
(q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)]
if form.is_valid():
if text_is_spam(form.cleaned_data['body'], request):
# This submission is spam. Let's not save it.
return render(request, template_name='helpdesk/public_spam.html')
else:
ticket = form.save()
return HttpResponseRedirect('%s?ticket=%s&email=%s'% (
return HttpResponseRedirect('%s?ticket=%s&email=%s' % (
reverse('helpdesk_public_view'),
ticket.ticket_for_url,
ticket.submitter_email)
@ -59,34 +61,36 @@ def homepage(request):
initial_data['submitter_email'] = request.user.email
form = PublicTicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.filter(allow_public_submission=True)]
form.fields['queue'].choices = [('', '--------')] + [
(q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)]
knowledgebase_categories = KBCategory.objects.all()
return render(request, 'helpdesk/public_homepage.html',
{
return render(request, 'helpdesk/public_homepage.html', {
'form': form,
'helpdesk_settings': helpdesk_settings,
'kb_categories': knowledgebase_categories
})
})
def view_ticket(request):
ticket_req = request.GET.get('ticket', '')
ticket = False
email = request.GET.get('email', '')
error_message = ''
if ticket_req and email:
queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
try:
ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email)
except:
ticket = False
except ObjectDoesNotExist:
error_message = _('Invalid ticket ID or e-mail address. Please try again.')
if ticket:
return render(request, 'helpdesk/public_view_form.html', {
'ticket': False,
'email': email,
'error_message': error_message,
'helpdesk_settings': helpdesk_settings,
})
else:
if request.user.is_staff:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
if 'close' in request.GET:
@ -114,25 +118,16 @@ def view_ticket(request):
if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
return render(request, 'helpdesk/public_view_ticket.html',
{
'ticket': ticket,
'helpdesk_settings': helpdesk_settings,
'next': redirect_url,
})
return render(request, 'helpdesk/public_view_ticket.html', {
'ticket': ticket,
'helpdesk_settings': helpdesk_settings,
'next': redirect_url,
})
return render(request, template_name='helpdesk/public_view_form.html',
context = {
'ticket': ticket,
'email': email,
'error_message': error_message,
'helpdesk_settings': helpdesk_settings,
})
def change_language(request):
return_to = ''
if 'return_to' in request.GET:
return_to = request.GET['return_to']
return render(request, template_name='helpdesk/public_change_language.html',
context = {'next': return_to})
return render(request, 'helpdesk/public_change_language.html', {'next': return_to})

516
helpdesk/views/staff.py
View File

@ -7,19 +7,12 @@ views/staff.py - The bulk of the application - provides most business logic and
renders all staff-facing views.
"""
from __future__ import unicode_literals
from django.utils.encoding import python_2_unicode_compatible
from datetime import datetime, timedelta
import sys
from django import VERSION
from django.conf import settings
try:
from django.contrib.auth import get_user_model
User = get_user_model()
except ImportError:
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.contrib.auth import get_user_model
from django.contrib.auth.decorators import user_passes_test
from django.core.urlresolvers import reverse
from django.core.exceptions import ValidationError, PermissionDenied
from django.core import paginator
@ -27,7 +20,6 @@ from django.db import connection
from django.db.models import Q
from django.http import HttpResponseRedirect, Http404, HttpResponse
from django.shortcuts import render, get_object_or_404
from django.template import loader, Context, RequestContext
from django.utils.dates import MONTHS_3
from django.utils.translation import ugettext as _
from django.utils.html import escape
@ -38,19 +30,33 @@ try:
except ImportError:
from datetime import datetime as timezone
from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm, EditFollowUpForm, TicketDependencyForm
from helpdesk.lib import send_templated_mail, query_to_dict, apply_query, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC, TicketDependency
from helpdesk.forms import (
TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm,
EditFollowUpForm, TicketDependencyForm
)
from helpdesk.lib import (
send_templated_mail, query_to_dict, apply_query, safe_template_context,
)
from helpdesk.models import (
Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch,
IgnoreEmail, TicketCC, TicketDependency,
)
from helpdesk import settings as helpdesk_settings
User = get_user_model()
if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
# treat 'normal' users like 'staff'
staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active)
staff_member_required = user_passes_test(
lambda u: u.is_authenticated() and u.is_active)
else:
staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
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)
superuser_required = user_passes_test(
lambda u: u.is_authenticated() and u.is_active and u.is_superuser)
def _get_user_queues(user):
@ -60,7 +66,9 @@ def _get_user_queues(user):
:return: A Python list of Queues
"""
all_queues = Queue.objects.all()
limit_queues_by_user = helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION and not user.is_superuser
limit_queues_by_user = \
helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION \
and not user.is_superuser
if limit_queues_by_user:
id_list = [q.pk for q in all_queues if user.has_perm(q.permission_name)]
return all_queues.filter(pk__in=id_list)
@ -92,13 +100,13 @@ def dashboard(request):
tickets = Ticket.objects.select_related('queue').filter(
assigned_to=request.user,
).exclude(
status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
)
# closed & resolved tickets, assigned to current user
tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
assigned_to=request.user,
status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
user_queues = _get_user_queues(request.user)
@ -117,10 +125,10 @@ def dashboard(request):
submitter_email=email_current_user,
).order_by('status')
Tickets = Ticket.objects.filter(
tickets_in_queues = Ticket.objects.filter(
queue__in=user_queues,
)
basic_ticket_stats = calc_basic_ticket_stats(Tickets)
basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues)
# The following query builds a grid of queues & ticket statuses,
# to be displayed to the user. EG:
@ -153,15 +161,14 @@ def dashboard(request):
dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)
return render(request, 'helpdesk/dashboard.html',
{
'user_tickets': tickets,
'user_tickets_closed_resolved': tickets_closed_resolved,
'unassigned_tickets': unassigned_tickets,
'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
'dash_tickets': dash_tickets,
'basic_ticket_stats': basic_ticket_stats,
})
return render(request, 'helpdesk/dashboard.html', {
'user_tickets': tickets,
'user_tickets_closed_resolved': tickets_closed_resolved,
'unassigned_tickets': unassigned_tickets,
'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
'dash_tickets': dash_tickets,
'basic_ticket_stats': basic_ticket_stats,
})
dashboard = staff_member_required(dashboard)
@ -171,38 +178,38 @@ def delete_ticket(request, ticket_id):
raise PermissionDenied()
if request.method == 'GET':
return render(request, template_name='helpdesk/delete_ticket.html',
context = {
'ticket': ticket,
})
return render(request, 'helpdesk/delete_ticket.html', {
'ticket': ticket,
})
else:
ticket.delete()
return HttpResponseRedirect(reverse('helpdesk_home'))
delete_ticket = staff_member_required(delete_ticket)
def followup_edit(request, ticket_id, followup_id):
"Edit followup options with an ability to change the ticket."
"""Edit followup options with an ability to change the ticket."""
followup = get_object_or_404(FollowUp, id=followup_id)
ticket = get_object_or_404(Ticket, id=ticket_id)
if not _has_access_to_queue(request.user, ticket.queue):
raise PermissionDenied()
if request.method == 'GET':
form = EditFollowUpForm(initial=
{'title': escape(followup.title),
'ticket': followup.ticket,
'comment': escape(followup.comment),
'public': followup.public,
'new_status': followup.new_status,
})
form = EditFollowUpForm(initial={
'title': escape(followup.title),
'ticket': followup.ticket,
'comment': escape(followup.comment),
'public': followup.public,
'new_status': followup.new_status,
})
ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
ticketcc_string, show_subscribe = \
return_ticketccstring_and_show_subscribe(request.user, ticket)
return render(request, template_name='helpdesk/followup_edit.html',
context = {
'followup': followup,
'ticket': ticket,
'form': form,
'ticketcc_string': ticketcc_string,
return render(request, 'helpdesk/followup_edit.html', {
'followup': followup,
'ticket': ticket,
'form': form,
'ticketcc_string': ticketcc_string,
})
elif request.method == 'POST':
form = EditFollowUpForm(request.POST)
@ -212,7 +219,7 @@ def followup_edit(request, ticket_id, followup_id):
comment = form.cleaned_data['comment']
public = form.cleaned_data['public']
new_status = form.cleaned_data['new_status']
#will save previous date
# will save previous date
old_date = followup.date
new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
# keep old user if one did exist before.
@ -229,8 +236,9 @@ def followup_edit(request, ticket_id, followup_id):
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
followup_edit = staff_member_required(followup_edit)
def followup_delete(request, ticket_id, followup_id):
''' followup delete for superuser'''
"""followup delete for superuser"""
ticket = get_object_or_404(Ticket, id=ticket_id)
if not request.user.is_superuser:
@ -262,8 +270,9 @@ def view_ticket(request, ticket_id):
if 'subscribe' in request.GET:
# Allow the user to subscribe him/herself to the ticket whilst viewing it.
ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
if SHOW_SUBSCRIBE:
ticket_cc, show_subscribe = \
return_ticketccstring_and_show_subscribe(request.user, ticket)
if show_subscribe:
subscribe_staff_member_to_ticket(ticket, request.user)
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
@ -292,24 +301,26 @@ def view_ticket(request, ticket_id):
# TODO: shouldn't this template get a form to begin with?
form = TicketForm(initial={'due_date':ticket.due_date})
form = TicketForm(initial={'due_date': ticket.due_date})
ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
ticketcc_string, show_subscribe = \
return_ticketccstring_and_show_subscribe(request.user, ticket)
return render(request, template_name='helpdesk/ticket.html',
context = {
'ticket': ticket,
'form': form,
'active_users': users,
'priorities': Ticket.PRIORITY_CHOICES,
'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
'ticketcc_string': ticketcc_string,
'SHOW_SUBSCRIBE': SHOW_SUBSCRIBE,
})
return render(request, 'helpdesk/ticket.html', {
'ticket': ticket,
'form': form,
'active_users': users,
'priorities': Ticket.PRIORITY_CHOICES,
'preset_replies': PreSetReply.objects.filter(
Q(queues=ticket.queue) | Q(queues__isnull=True)),
'ticketcc_string': ticketcc_string,
'SHOW_SUBSCRIBE': show_subscribe,
})
view_ticket = staff_member_required(view_ticket)
def return_ticketccstring_and_show_subscribe(user, ticket):
''' used in view_ticket() and followup_edit()'''
"""used in view_ticket() and followup_edit()"""
# create the ticketcc_string and check whether current user is already
# subscribed
username = user.get_username().upper()
@ -321,14 +332,14 @@ def return_ticketccstring_and_show_subscribe(user, ticket):
ticketcc_string = ''
all_ticketcc = ticket.ticketcc_set.all()
counter_all_ticketcc = len(all_ticketcc) - 1
SHOW_SUBSCRIBE = True
show_subscribe = True
for i, ticketcc in enumerate(all_ticketcc):
ticketcc_this_entry = str(ticketcc.display)
ticketcc_string = ticketcc_string + ticketcc_this_entry
ticketcc_string += ticketcc_this_entry
if i < counter_all_ticketcc:
ticketcc_string = ticketcc_string + ', '
ticketcc_string += ', '
if strings_to_check.__contains__(ticketcc_this_entry.upper()):
SHOW_SUBSCRIBE = False
show_subscribe = False
# check whether current user is a submitter or assigned to ticket
assignedto_username = str(ticket.assigned_to).upper()
@ -337,24 +348,30 @@ def return_ticketccstring_and_show_subscribe(user, ticket):
strings_to_check.append(assignedto_username)
strings_to_check.append(submitter_email)
if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail):
SHOW_SUBSCRIBE = False
show_subscribe = False
return ticketcc_string, SHOW_SUBSCRIBE
return ticketcc_string, show_subscribe
def subscribe_staff_member_to_ticket(ticket, user):
''' used in view_ticket() and update_ticket() '''
ticketcc = TicketCC()
ticketcc.ticket = ticket
ticketcc.user = user
ticketcc.can_view = True
ticketcc.can_update = True
"""used in view_ticket() and update_ticket()"""
ticketcc = TicketCC(
ticket=ticket,
user=user,
can_view=True,
can_update=True,
)
ticketcc.save()
def update_ticket(request, ticket_id, public=False):
if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
return HttpResponseRedirect('%s?next=%s' % (reverse('login'), request.path))
if not (public or (
request.user.is_authenticated() and
request.user.is_active and (
request.user.is_staff or
helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
return HttpResponseRedirect('%s?next=%s' %
(reverse('login'), request.path))
ticket = get_object_or_404(Ticket, id=ticket_id)
@ -384,7 +401,8 @@ def update_ticket(request, ticket_id, public=False):
title == ticket.title,
priority == int(ticket.priority),
due_date == ticket.due_date,
(owner == -1) or (not owner and not ticket.assigned_to) or (owner and User.objects.get(id=owner) == ticket.assigned_to),
(owner == -1) or (not owner and not ticket.assigned_to) or
(owner and User.objects.get(id=owner) == ticket.assigned_to),
])
if no_changes:
return return_to_ticket(request.user, helpdesk_settings, ticket)
@ -398,7 +416,8 @@ def update_ticket(request, ticket_id, public=False):
# then the following line will give us a crash, since django expects {% if %}
# to be closed with an {% endif %} tag.
# get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
# get_template_from_string was removed in Django 1.8
# http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
try:
from django.template import engines
template_func = engines['django'].from_string
@ -455,7 +474,7 @@ def update_ticket(request, ticket_id, public=False):
files = []
if request.FILES:
import mimetypes, os
import mimetypes
for file in request.FILES.getlist('attachment'):
filename = file.name.encode('ascii', 'ignore')
a = Attachment(
@ -472,7 +491,6 @@ def update_ticket(request, ticket_id, public=False):
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append([a.filename, a.file])
if title != ticket.title:
c = TicketChange(
followup=f,
@ -517,9 +535,9 @@ def update_ticket(request, ticket_id, public=False):
comment=f.comment,
)
if public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if public and (f.comment or (
f.new_status in (Ticket.RESOLVED_STATUS,
Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_'
elif f.new_status == Ticket.CLOSED_STATUS:
@ -554,7 +572,10 @@ def update_ticket(request, ticket_id, public=False):
)
messages_sent_to.append(cc.email_address)
if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
if ticket.assigned_to and \
request.user != ticket.assigned_to and \
ticket.assigned_to.email and \
ticket.assigned_to.email not in messages_sent_to:
# We only send e-mails to staff members if the ticket is updated by
# another user. The actual template varies, depending on what has been
# changed.
@ -567,7 +588,13 @@ def update_ticket(request, ticket_id, public=False):
else:
template_staff = 'updated_owner'
if (not reassigned or ( reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
if (not reassigned or
(reassigned and
ticket.assigned_to.usersettings.settings.get(
'email_on_ticket_assign', False))) or \
(not reassigned and
ticket.assigned_to.usersettings.settings.get(
'email_on_ticket_change', False)):
send_templated_mail(
template_staff,
context,
@ -609,7 +636,7 @@ def update_ticket(request, ticket_id, public=False):
def return_to_ticket(user, helpdesk_settings, ticket):
''' Helpder function for update_ticket '''
"""Helper function for update_ticket"""
if user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
return HttpResponseRedirect(ticket.get_absolute_url())
@ -638,29 +665,47 @@ def mass_update(request):
if action == 'assign' and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(ticket=t, date=timezone.now(), title=_('Assigned to %(username)s in bulk update' % {'username': user.get_username()}), public=True, user=request.user)
f = FollowUp(ticket=t,
date=timezone.now(),
title=_('Assigned to %(username)s in bulk update' % {
'username': user.get_username()
}),
public=True,
user=request.user)
f.save()
elif action == 'unassign' and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(ticket=t, date=timezone.now(), title=_('Unassigned in bulk update'), public=True, user=request.user)
f = FollowUp(ticket=t,
date=timezone.now(),
title=_('Unassigned in bulk update'),
public=True,
user=request.user)
f.save()
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=False, user=request.user, new_status=Ticket.CLOSED_STATUS)
f = FollowUp(ticket=t,
date=timezone.now(),
title=_('Closed in bulk update'),
public=False,
user=request.user,
new_status=Ticket.CLOSED_STATUS)
f.save()
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS)
f = FollowUp(ticket=t,
date=timezone.now(),
title=_('Closed in bulk update'),
public=True,
user=request.user,
new_status=Ticket.CLOSED_STATUS)
f.save()
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(
resolution = t.resolution,
queue = t.queue,
)
context.update(resolution=t.resolution,
queue=t.queue)
messages_sent_to = []
@ -685,7 +730,10 @@ def mass_update(request):
)
messages_sent_to.append(cc.email_address)
if t.assigned_to and request.user != t.assigned_to and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
if t.assigned_to and \
request.user != t.assigned_to and \
t.assigned_to.email and \
t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'closed_owner',
context,
@ -695,7 +743,8 @@ def mass_update(request):
)
messages_sent_to.append(t.assigned_to.email)
if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc not in messages_sent_to:
if t.queue.updated_ticket_cc and \
t.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'closed_cc',
context,
@ -710,6 +759,7 @@ def mass_update(request):
return HttpResponseRedirect(reverse('helpdesk_list'))
mass_update = staff_member_required(mass_update)
def ticket_list(request):
context = {}
@ -745,7 +795,7 @@ def ticket_list(request):
id = None
if id:
filter = {'queue__slug': queue, 'id': id }
filter = {'queue__slug': queue, 'id': id}
else:
try:
query = int(query)
@ -753,7 +803,7 @@ def ticket_list(request):
query = None
if query:
filter = {'id': int(query) }
filter = {'id': int(query)}
if filter:
try:
@ -781,13 +831,13 @@ def ticket_list(request):
# Query deserialization failed. (E.g. was a pickled query)
return HttpResponseRedirect(reverse('helpdesk_list'))
elif not ( 'queue' in request.GET
or 'assigned_to' in request.GET
or 'status' in request.GET
or 'q' in request.GET
or 'sort' in request.GET
or 'sortreverse' in request.GET
):
elif not ('queue' in request.GET
or 'assigned_to' in request.GET
or 'status' in request.GET
or 'q' in request.GET
or 'sort' in request.GET
or 'sortreverse' in request.GET
):
# Fall-back if no querying is being done, force the list to only
# show open/reopened/resolved (not closed) cases sorted by creation
@ -830,14 +880,14 @@ def ticket_list(request):
if date_to:
query_params['filtering']['created__lte'] = date_to
### KEYWORD SEARCHING
# KEYWORD SEARCHING
q = request.GET.get('q', None)
if q:
context = dict(context, query=q)
query_params['search_string'] = q
### SORTING
# SORTING
sort = request.GET.get('sort', None)
if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
sort = 'created'
@ -858,7 +908,9 @@ def ticket_list(request):
}
ticket_qs = apply_query(tickets, query_params)
ticket_paginator = paginator.Paginator(ticket_qs, request.user.usersettings.settings.get('tickets_per_page') or 20)
ticket_paginator = paginator.Paginator(
ticket_qs,
request.user.usersettings.settings.get('tickets_per_page') or 20)
try:
page = int(request.GET.get('page', '1'))
except ValueError:
@ -871,8 +923,13 @@ def ticket_list(request):
search_message = ''
if 'query' in context and settings.DATABASES['default']['ENGINE'].endswith('sqlite'):
search_message = _('<p><strong>Note:</strong> Your keyword search is case sensitive because of your database. This means the search will <strong>not</strong> be accurate. By switching to a different database system you will gain better searching! For more information, read the <a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">Django Documentation on string matching in SQLite</a>.')
search_message = _(
'<p><strong>Note:</strong> Your keyword search is case sensitive '
'because of your database. This means the search will <strong>not</strong> '
'be accurate. By switching to a different database system you will gain '
'better searching! For more information, read the '
'<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
'Django Documentation on string matching in SQLite</a>.')
import json
from helpdesk.lib import b64encode
@ -883,22 +940,20 @@ def ticket_list(request):
querydict = request.GET.copy()
querydict.pop('page', 1)
return render(request, 'helpdesk/ticket_list.html',
dict(
context,
query_string=querydict.urlencode(),
tickets=tickets,
user_choices=User.objects.filter(is_active=True,is_staff=True),
queue_choices=user_queues,
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,
saved_query=saved_query,
search_message=search_message,
))
return render(request, 'helpdesk/ticket_list.html', dict(
context,
query_string=querydict.urlencode(),
tickets=tickets,
user_choices=User.objects.filter(is_active=True, is_staff=True),
queue_choices=user_queues,
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,
saved_query=saved_query,
search_message=search_message,
))
ticket_list = staff_member_required(ticket_list)
@ -915,12 +970,10 @@ def edit_ticket(request, ticket_id):
else:
form = EditTicketForm(instance=ticket)
return render(request, template_name='helpdesk/edit_ticket.html',
context = {
'form': form,
})
return render(request, 'helpdesk/edit_ticket.html', {'form': form})
edit_ticket = staff_member_required(edit_ticket)
def create_ticket(request):
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
@ -929,8 +982,10 @@ def create_ticket(request):
if request.method == 'POST':
form = TicketForm(request.POST, request.FILES)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.get_username()] for u in assignable_users]
form.fields['queue'].choices = [('', '--------')] + [
(q.id, q.title) for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [
(u.id, u.get_username()) for u in assignable_users]
if form.is_valid():
ticket = form.save(user=request.user)
if _has_access_to_queue(request.user, ticket.queue):
@ -945,13 +1000,14 @@ def create_ticket(request):
initial_data['queue'] = request.GET['queue']
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.get_username()] for u in assignable_users]
form.fields['queue'].choices = [('', '--------')] + [
(q.id, q.title) for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [
(u.id, u.get_username()) for u in assignable_users]
if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
form.fields['assigned_to'].widget = forms.HiddenInput()
return render(request, template_name='helpdesk/create_ticket.html',
context = {'form': form})
return render(request, 'helpdesk/create_ticket.html', {'form': form})
create_ticket = staff_member_required(create_ticket)
@ -960,7 +1016,7 @@ def raw_details(request, type):
# 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',):
if type not in ('preset',):
raise Http404
if type == 'preset' and request.GET.get('id', False):
@ -987,11 +1043,11 @@ def hold_ticket(request, ticket_id, unhold=False):
title = _('Ticket placed on hold')
f = FollowUp(
ticket = ticket,
user = request.user,
title = title,
date = timezone.now(),
public = True,
ticket=ticket,
user=request.user,
title=title,
date=timezone.now(),
public=True,
)
f.save()
@ -1007,26 +1063,24 @@ unhold_ticket = staff_member_required(unhold_ticket)
def rss_list(request):
return render(request, template_name='helpdesk/rss_list.html',
context = {
'queues': Queue.objects.all(),
})
return render(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()})
rss_list = staff_member_required(rss_list)
def report_index(request):
number_tickets = Ticket.objects.all().count()
saved_query = request.GET.get('saved_query', None)
return render(request, template_name='helpdesk/report_index.html',
context = {
'number_tickets': number_tickets,
'saved_query': saved_query,
})
return render(request, 'helpdesk/report_index.html', {
'number_tickets': number_tickets,
'saved_query': saved_query,
})
report_index = staff_member_required(report_index)
def run_report(request, report):
if Ticket.objects.all().count() == 0 or report not in ('queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus', 'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'):
if Ticket.objects.all().count() == 0 or report not in (
'queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus',
'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'):
return HttpResponseRedirect(reverse("helpdesk_report_index"))
report_queryset = Ticket.objects.all().select_related().filter(
@ -1191,15 +1245,14 @@ def run_report(request, report):
data.append(summarytable[item, hdr])
table.append([item] + data)
return render(request, 'helpdesk/report_output.html',
{
'title': title,
'charttype': charttype,
'data': table,
'headings': column_headings,
'from_saved_query': from_saved_query,
'saved_query': saved_query,
})
return render(request, 'helpdesk/report_output.html', {
'title': title,
'charttype': charttype,
'data': table,
'headings': column_headings,
'from_saved_query': from_saved_query,
'saved_query': saved_query,
})
run_report = staff_member_required(run_report)
@ -1227,10 +1280,7 @@ def delete_saved_query(request, id):
query.delete()
return HttpResponseRedirect(reverse('helpdesk_list'))
else:
return render(request, template_name='helpdesk/confirm_delete_saved_query.html',
context = {
'query': query,
})
return render(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query})
delete_saved_query = staff_member_required(delete_saved_query)
@ -1244,18 +1294,14 @@ def user_settings(request):
else:
form = UserSettingsForm(s.settings)
return render(request, template_name='helpdesk/user_settings.html',
context = {
'form': form,
})
return render(request, 'helpdesk/user_settings.html', {'form': form})
user_settings = staff_member_required(user_settings)
def email_ignore(request):
return render(request, template_name='helpdesk/email_ignore_list.html',
context = {
'ignore_list': IgnoreEmail.objects.all(),
})
return render(request, 'helpdesk/email_ignore_list.html', {
'ignore_list': IgnoreEmail.objects.all(),
})
email_ignore = superuser_required(email_ignore)
@ -1263,15 +1309,12 @@ def email_ignore_add(request):
if request.method == 'POST':
form = EmailIgnoreForm(request.POST)
if form.is_valid():
ignore = form.save()
form.save()
return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
else:
form = EmailIgnoreForm(request.GET)
return render(request, template_name='helpdesk/email_ignore_add.html',
context = {
'form': form,
})
return render(request, 'helpdesk/email_ignore_add.html', {'form': form})
email_ignore_add = superuser_required(email_ignore_add)
@ -1281,25 +1324,23 @@ def email_ignore_del(request, id):
ignore.delete()
return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
else:
return render(request, template_name='helpdesk/email_ignore_del.html',
context = {
'ignore': ignore,
})
return render(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore})
email_ignore_del = superuser_required(email_ignore_del)
def ticket_cc(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if not _has_access_to_queue(request.user, ticket.queue):
raise PermissionDenied()
copies_to = ticket.ticketcc_set.all()
return render(request, template_name='helpdesk/ticket_cc_list.html',
context = {
'copies_to': copies_to,
'ticket': ticket,
})
return render(request, 'helpdesk/ticket_cc_list.html', {
'copies_to': copies_to,
'ticket': ticket,
})
ticket_cc = staff_member_required(ticket_cc)
def ticket_cc_add(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if not _has_access_to_queue(request.user, ticket.queue):
@ -1311,28 +1352,28 @@ def ticket_cc_add(request, ticket_id):
ticketcc = form.save(commit=False)
ticketcc.ticket = ticket
ticketcc.save()
return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': ticket.id}))
return HttpResponseRedirect(reverse('helpdesk_ticket_cc',
kwargs={'ticket_id': ticket.id}))
else:
form = TicketCCForm()
return render(request, template_name='helpdesk/ticket_cc_add.html',
context = {
'ticket': ticket,
'form': form,
})
return render(request, 'helpdesk/ticket_cc_add.html', {
'ticket': ticket,
'form': form,
})
ticket_cc_add = staff_member_required(ticket_cc_add)
def ticket_cc_del(request, ticket_id, cc_id):
cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)
if request.method == 'POST':
cc.delete()
return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
return render(request, template_name='helpdesk/ticket_cc_del.html',
context = {
'cc': cc,
})
return HttpResponseRedirect(reverse('helpdesk_ticket_cc',
kwargs={'ticket_id': cc.ticket.id}))
return render(request, 'helpdesk/ticket_cc_del.html', {'cc': cc})
ticket_cc_del = staff_member_required(ticket_cc_del)
def ticket_dependency_add(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if not _has_access_to_queue(request.user, ticket.queue):
@ -1347,24 +1388,22 @@ def ticket_dependency_add(request, ticket_id):
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
else:
form = TicketDependencyForm()
return render(request, template_name='helpdesk/ticket_dependency_add.html',
context = {
'ticket': ticket,
'form': form,
})
return render(request, 'helpdesk/ticket_dependency_add.html', {
'ticket': ticket,
'form': form,
})
ticket_dependency_add = staff_member_required(ticket_dependency_add)
def ticket_dependency_del(request, ticket_id, dependency_id):
dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, id=dependency_id)
if request.method == 'POST':
dependency.delete()
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
return render(request, template_name='helpdesk/ticket_dependency_del.html',
context = {
'dependency': dependency,
})
return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency})
ticket_dependency_del = staff_member_required(ticket_dependency_del)
def attachment_del(request, ticket_id, attachment_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if not _has_access_to_queue(request.user, ticket.queue):
@ -1374,6 +1413,7 @@ def attachment_del(request, ticket_id, attachment_id):
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
attachment_del = staff_member_required(attachment_del)
def calc_average_nbr_days_until_ticket_resolved(Tickets):
nbr_closed_tickets = len(Tickets)
days_per_ticket = 0
@ -1392,9 +1432,10 @@ def calc_average_nbr_days_until_ticket_resolved(Tickets):
return mean_per_ticket
def calc_basic_ticket_stats(Tickets):
# all not closed tickets (open, reopened, resolved,) - independent of user
all_open_tickets = Tickets.exclude(status = Ticket.CLOSED_STATUS)
all_open_tickets = Tickets.exclude(status=Ticket.CLOSED_STATUS)
today = datetime.today()
date_30 = date_rel_to_today(today, 30)
@ -1403,57 +1444,66 @@ def calc_basic_ticket_stats(Tickets):
date_60_str = date_60.strftime('%Y-%m-%d')
# > 0 & <= 30
ota_le_30 = all_open_tickets.filter(created__gte = date_30_str)
ota_le_30 = all_open_tickets.filter(created__gte=date_30_str)
N_ota_le_30 = len(ota_le_30)
# >= 30 & <= 60
ota_le_60_ge_30 = all_open_tickets.filter(created__gte = date_60_str, created__lte = date_30_str)
ota_le_60_ge_30 = all_open_tickets.filter(created__gte=date_60_str, created__lte=date_30_str)
N_ota_le_60_ge_30 = len(ota_le_60_ge_30)
# >= 60
ota_ge_60 = all_open_tickets.filter(created__lte = date_60_str)
ota_ge_60 = all_open_tickets.filter(created__lte=date_60_str)
N_ota_ge_60 = len(ota_ge_60)
# (O)pen (T)icket (S)tats
ots = list()
# label, number entries, color, sort_string
ots.append(['< 30 days', N_ota_le_30, get_color_for_nbr_days(N_ota_le_30), sort_string(date_30_str, ''), ])
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), ])
ots.append(['> 60 days', N_ota_ge_60, get_color_for_nbr_days(N_ota_ge_60), sort_string('', date_60_str), ])
ots.append(['< 30 days', N_ota_le_30, get_color_for_nbr_days(N_ota_le_30),
sort_string(date_30_str, ''), ])
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), ])
ots.append(['> 60 days', N_ota_ge_60, get_color_for_nbr_days(N_ota_ge_60),
sort_string('', date_60_str), ])
# all closed tickets - independent of user.
all_closed_tickets = Tickets.filter(status = Ticket.CLOSED_STATUS)
average_nbr_days_until_ticket_closed = calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
all_closed_tickets = Tickets.filter(status=Ticket.CLOSED_STATUS)
average_nbr_days_until_ticket_closed = \
calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
# all closed tickets that were opened in the last 60 days.
all_closed_last_60_days = all_closed_tickets.filter(created__gte = date_60_str)
average_nbr_days_until_ticket_closed_last_60_days = calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)
all_closed_last_60_days = all_closed_tickets.filter(created__gte=date_60_str)
average_nbr_days_until_ticket_closed_last_60_days = \
calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)
# put together basic stats
basic_ticket_stats = { 'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
'average_nbr_days_until_ticket_closed_last_60_days': average_nbr_days_until_ticket_closed_last_60_days,
'open_ticket_stats': ots, }
basic_ticket_stats = {
'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
'average_nbr_days_until_ticket_closed_last_60_days':
average_nbr_days_until_ticket_closed_last_60_days,
'open_ticket_stats': ots,
}
return basic_ticket_stats
def get_color_for_nbr_days(nbr_days):
''' '''
if nbr_days < 5:
color_string = 'green'
elif nbr_days >= 5 and nbr_days < 10:
elif nbr_days < 10:
color_string = 'orange'
else: # more than 10 days
else: # more than 10 days
color_string = 'red'
return color_string
def days_since_created(today, ticket):
return (today - ticket.created).days
def date_rel_to_today(today, offset):
return today - timedelta(days = offset)
def sort_string(begin, end):
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)
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)