Moved all project files under a "helpdesk" directory. Should make it easier to use setup.py / pypi / whatever in the future.

helpdesk/management/commands/escalate_tickets.py

@@ -0,0 +1,192 @@
+#!/usr/bin/python
+"""
+Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
+
+(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
+
+scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
+                              designed to be run from Cron or similar.
+"""
+
+from datetime import datetime, timedelta, date
+import getopt
+from optparse import make_option
+import sys
+
+from django.core.management.base import BaseCommand
+from django.db.models import Q
+from django.utils.translation import ugettext as _
+
+from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
+from helpdesk.lib import send_templated_mail
+
+
+class Command(BaseCommand):
+    def __init__(self):
+        BaseCommand.__init__(self)
+
+        self.option_list += (
+            make_option(
+                '--queues', '-q',
+                help='Queues to include (default: all). Use queue slugs'),
+            make_option(
+                '--verbose', '-v',
+                action='store_true',
+                default=False,
+                help='Display a list of dates excluded'),
+            )
+
+    def handle(self, *args, **options):
+        verbose = False
+        queue_slugs = None
+        queues = []
+
+        if options['verbose']:
+            verbose = True
+        if options['queues']:
+            queue_slugs = options['queues']
+
+        if queue_slugs is not None:
+            queue_set = queue_slugs.split(',')
+            for queue in queue_set:
+                try:
+                    q = Queue.objects.get(slug__exact=queue)
+                except Queue.DoesNotExist:
+                    raise CommandError("Queue %s does not exist." % queue)
+                queues.append(queue)
+
+        escalate_tickets(queues=queues, verbose=verbose)
+
+
+def escalate_tickets(queues, verbose):
+    """ Only include queues with escalation configured """
+    queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
+    if queues:
+        queryset = queryset.filter(slug__in=queues)
+
+    for q in queryset:
+        last = date.today() - timedelta(days=q.escalate_days)
+        today = date.today()
+        workdate = last
+
+        days = 0
+
+        while workdate < today:
+            if EscalationExclusion.objects.filter(date=workdate).count() == 0:
+                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)
+            ):
+
+            t.last_escalation = datetime.now()
+            t.priority -= 1
+            t.save()
+
+            context = {
+                'ticket': t,
+                'queue': q,
+            }
+
+            if t.submitter_email:
+                send_templated_mail(
+                    'escalated_submitter',
+                    context,
+                    recipients=t.submitter_email,
+                    sender=t.queue.from_address,
+                    fail_silently=True,
+                    )
+
+            if t.queue.updated_ticket_cc:
+                send_templated_mail(
+                    'escalated_cc',
+                    context,
+                    recipients=t.queue.updated_ticket_cc,
+                    sender=t.queue.from_address,
+                    fail_silently=True,
+                    )
+
+            if t.assigned_to:
+                send_templated_mail(
+                    'escalated_owner',
+                    context,
+                    recipients=t.assigned_to.email,
+                    sender=t.queue.from_address,
+                    fail_silently=True,
+                    )
+
+            if verbose:
+                print "  - Esclating %s from %s>%s" % (
+                    t.ticket,
+                    t.priority+1,
+                    t.priority
+                    )
+
+            f = FollowUp(
+                ticket = t,
+                title = 'Ticket Escalated',
+                date=datetime.now(),
+                public=True,
+                comment=_('Ticket escalated after %s days' % q.escalate_days),
+            )
+            f.save()
+
+            tc = TicketChange(
+                followup = f,
+                field = _('Priority'),
+                old_value = t.priority + 1,
+                new_value = t.priority,
+            )
+            tc.save()
+
+
+def usage():
+    print "Options:"
+    print " --queues, -q: Queues to include (default: all). Use queue slugs"
+    print " --verbose, -v: Display a list of dates excluded"
+
+
+if __name__ == '__main__':
+    try:
+        opts, args = getopt.getopt(sys.argv[1:], 'q:v', ['queues=', 'verbose'])
+    except getopt.GetoptError:
+        usage()
+        sys.exit(2)
+
+    verbose = False
+    queue_slugs = None
+    queues = []
+
+    for o, a in opts:
+        if o in ('-v', '--verbose'):
+            verbose = True
+        if o in ('-q', '--queues'):
+            queue_slugs = a
+
+    if queue_slugs is not None:
+        queue_set = queue_slugs.split(',')
+        for queue in queue_set:
+            try:
+                q = Queue.objects.get(slug__exact=queue)
+            except Queue.DoesNotExist:
+                print "Queue %s does not exist." % queue
+                sys.exit(2)
+            queues.append(queue)
+
+    escalate_tickets(queues=queues, verbose=verbose)