Associate tickets with KB items

helpdesk/forms.py

@@ -177,6 +177,17 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
         help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
     )
 
+    def __init__(self, kbcategory=None, *args, **kwargs):
+        super().__init__(*args, **kwargs)
+        if kbcategory:
+            self.fields['kbitem'] =  forms.ChoiceField(
+                widget=forms.Select(attrs={'class': 'form-control'}),
+                required=False,
+                label=_('Knowedge Base Item'),
+                choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk)],
+            )
+
+
     def _add_form_custom_fields(self, staff_only_filter=None):
         if staff_only_filter is None:
             queryset = CustomField.objects.all()
@@ -184,11 +195,8 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
             queryset = CustomField.objects.filter(staff_only=staff_only_filter)
 
         for field in queryset:
-            instanceargs = {
+            instanceargs = { 'label': field.label, 'help_text':
-                'label': field.label,
+                             field.help_text, 'required': field.required, }
-                'help_text': field.help_text,
-                'required': field.required,
-            }
 
             self.customfield_to_field(field, instanceargs)
 
@@ -341,22 +349,13 @@ class PublicTicketForm(AbstractTicketForm):
         help_text=_('We will e-mail you when your ticket is updated.'),
     )
 
-    def __init__(self, hidden_fields=(), readonly_fields=(), kbcategory=None, *args, **kwargs):
+    def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs):
         """
         Add any (non-staff) custom fields that are defined to the form
         """
         super(PublicTicketForm, self).__init__(*args, **kwargs)
         self._add_form_custom_fields(False)
 
-        if kbcategory:
-            self.fields['kbitem'] =  forms.ChoiceField(
-                widget=forms.Select(attrs={'class': 'form-control'}),
-                required=False,
-                label=_('Knowedge Base Item'),
-                choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk)],
-            )
-
-
         field_hide_table = {
             'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE',
             'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY',

helpdesk/models.py

@@ -1320,6 +1320,11 @@ class KBItem(models.Model):
         from django.urls import reverse
         return str(reverse('helpdesk:kb_category', args=(self.category.slug,)))+"?kbitem="+str(self.pk)
 
+    def query_url(self):
+        from django.urls import reverse
+        return str(reverse('helpdesk:list')) +"?kbitem="+str(self.pk)
+
+
     def get_markdown(self):
         return get_markdown(self.answer)
 

helpdesk/templates/helpdesk/filters/kbitems.html

@@ -0,0 +1,15 @@
+{% load i18n humanize %}
+{% load static from staticfiles %}
+{% load in_list %}
+<div class="form-row">
+    <div class="col col-sm-3">
+        <label for='id_statuses'>{% trans "Knowledge base item(s)" %}:</label>
+    </div>
+    <div class="col col-sm-3">
+        <select id='id_kbitems' name='kbitem' multiple='selected' size='5'>{% for s in kbitem_choices %}<option value='{{ s.0 }}'{% if s.0|in_list:query_params.filtering.kbitem__in %} selected='selected'{% endif %}>{{ s.1 }}</option>{% endfor %}</select>
+    </div>
+    <div class="col col-sm-6">
+        <button class="filterBuilderRemove btn btn-danger btn-sm float-right"><i class="fas fa-trash-alt"></i></button>
+    </div>
+    <div class='form-row filterHelp'>{% trans "Ctrl-click to select multiple options" %}</div>
+</div>

helpdesk/templates/helpdesk/kb_category.html

@@ -43,6 +43,7 @@
                 </div>
                 {% blocktrans with recommendations=item.recommendations votes=item.votes  %}{{ recommendations }} people found this answer useful of {{votes}}. {% endblocktrans %}
                 {% endif %}
+                <a href='{% url 'helpdesk:submit' %}?{% if category.queue %}queue={{category.queue.pk}};_readonly_fields_=queue;{%endif%}kbitem={{item.id}};{{query_param_string}}'><button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Get help with this topic' %}</button></a>
             </div>
 
         </div>
@@ -51,7 +52,7 @@
 {% endfor %}
 </div>
 {% if category.queue %}
-<a href='{% url 'helpdesk:submit' %}?queue={{category.queue.pk}};_readonly_fields_=queue'><button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Get help with this topic' %}</button></a>
+<a href='{% url 'helpdesk:submit' %}?queue={{category.queue.pk}};_readonly_fields_=queue;{{query_param_string}}'><button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Get help with this topic' %}</button></a>
 {% endif %}
 
 {% endblock %}

helpdesk/templates/helpdesk/ticket_desc_table.html

@@ -68,6 +68,12 @@
                         <th class="table-active">{% trans "Total time spent" %}</th>
                         <td>{{ ticket.time_spent_formated }}</td>
                     </tr>
+                    {% if ticket.kbitem %}
+                    <tr>
+                        <th class="table-active">{% trans "Knowlegebase item" %}</th>
+                        <td> <a href ="{{ticket.kbitem.query_url}}"> {{ticket.kbitem.title}} </a> </td>
+                    </tr>
+                    {% endif %}
                     <tr>
                         <th class="table-active">{% trans "Attachments" %}</th>
                         <td colspan="3">

helpdesk/templates/helpdesk/ticket_list.html

@@ -171,6 +171,7 @@
                             <option id="filterBuilderSelect-Status" value="Status">{% trans "Status" %}</option>
                             <option id="filterBuilderSelect-Keywords" value="Keywords">{% trans "Keywords" %}</option>
                             <option id="filterBuilderSelect-Dates" value="Dates">{% trans "Date Range" %}</option>
+                            <option id="filterBuilderSelect-KBItems" value="KBItems">{% trans "Knowledge base items" %}</option>
                         </select>
                     {% csrf_token %}
                     </form>
@@ -196,6 +197,9 @@
                             <li class="list-group-item filterBox{% if query_params.search_string %} filterBoxShow{% endif %}" id="filterBoxKeywords">
                         {% include './filters/keywords.html' %}
                             </li>
+                            <li class="list-group-item filterBox{% if query_params.filtering.kbitem__in %} filterBoxShow{% endif %}" id="filterBoxKBItems">
+                                {% include './filters/kbitems.html' %}
+                            </li>
                         </ul>
 
                         <input class="btn btn-primary btn-sm" type='submit' value='{% trans "Apply Filters" %}' />
@@ -396,6 +400,9 @@
      {% if query_params.search_string %}
      $("#filterBuilderSelect-Keywords")[0].disabled = "disabled";
      {% endif %}
+     {% if query_params.filtering.kbitem__in %}
+     $("#filterBuilderSelect-KBItems")[0].disabled = "disabled";
+     {% endif %}
  });
 
 {% for f in query_params.filtering %}

helpdesk/views/abstract_views.py

@@ -0,0 +1,37 @@
+from django.views.generic.edit import FormView
+
+from helpdesk.models import CustomField, KBItem, Queue
+
+
+class AbstractCreateTicketMixin():
+    def get_initial(self):
+        initial_data = {}
+        request = self.request
+        try:
+            initial_data['queue'] = Queue.objects.get(slug=request.GET.get('queue', None)).id
+        except Queue.DoesNotExist:
+            pass
+        if request.user.is_authenticated and request.user.usersettings_helpdesk.use_email_as_submitter and request.user.email:
+            initial_data['submitter_email'] = request.user.email
+
+
+        query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
+        custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
+        query_param_fields += custom_fields
+        for qpf in query_param_fields:
+            initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
+
+        return initial_data
+
+    def get_form_kwargs(self, *args, **kwargs):
+        kwargs = super().get_form_kwargs(*args, **kwargs)
+        kbitem = self.request.GET.get(
+            'kbitem',
+            self.request.POST.get('kbitem', None),
+        )
+        if kbitem:
+            try:
+                kwargs['kbcategory'] = KBItem.objects.get(pk=int(kbitem)).category
+            except (ValueError, KBItem.DoesNotExist):
+                pass
+        return kwargs

helpdesk/views/kb.py

@@ -30,12 +30,18 @@ def category(request, slug):
     selected_item = request.GET.get('kbitem', None)
     try:
         selected_item = int(selected_item)
-    except ValueError:
+    except TypeError:
+        pass
+    qparams = request.GET.copy()
+    try:
+        del qparams['kbitem']
+    except KeyError:
         pass
     return render(request, 'helpdesk/kb_category.html', {
         'category': category,
         'items': items,
         'selected_item': selected_item,
+        'query_param_string': qparams.urlencode(),
         'helpdesk_settings': helpdesk_settings,
     })
 

helpdesk/views/public.py

@@ -19,6 +19,7 @@ from django.views.generic.edit import FormView
 from helpdesk import settings as helpdesk_settings
 from helpdesk.decorators import protect_view, is_helpdesk_staff
 import helpdesk.views.staff as staff
+import helpdesk.views.abstract_views as abstract_views
 from helpdesk.forms import PublicTicketForm
 from helpdesk.lib import text_is_spam
 from helpdesk.models import CustomField, Ticket, Queue, UserSettings, KBCategory, KBItem
@@ -31,7 +32,7 @@ def create_ticket(request, *args, **kwargs):
         return CreateTicketView.as_view()(request, *args, **kwargs)
 
 
-class BaseCreateTicketView(FormView):
+class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
     form_class = PublicTicketForm
 
     def dispatch(self, *args, **kwargs):
@@ -51,54 +52,27 @@ class BaseCreateTicketView(FormView):
                 return HttpResponseRedirect(reverse('helpdesk:dashboard'))
         return super().dispatch(*args, **kwargs)
 
-    def get_context_data(self, **kwargs):
-        context = super().get_context_data(**kwargs)
-        context['kb_categories'] = KBCategory.objects.all()
-        return context
-
     def get_initial(self):
         request = self.request
-        initial_data = {}
+        initial_data = super().get_initial()
-        try:
-            queue = Queue.objects.get(slug=request.GET.get('queue', None))
-        except Queue.DoesNotExist:
-            queue = None
 
         # add pre-defined data for public ticket
         if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE'):
             # get the requested queue; return an error if queue not found
             try:
-                queue = Queue.objects.get(slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE)
+                initial_data['queue'] = Queue.objects.get(slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE).id
             except Queue.DoesNotExist:
                 return HttpResponse(status=500)
         if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY'):
             initial_data['priority'] = settings.HELPDESK_PUBLIC_TICKET_PRIORITY
         if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_DUE_DATE'):
             initial_data['due_date'] = settings.HELPDESK_PUBLIC_TICKET_DUE_DATE
-
-        if queue:
-            initial_data['queue'] = queue.id
-
-        if request.user.is_authenticated and request.user.email:
-            initial_data['submitter_email'] = request.user.email
-
-        query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
-        custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
-        query_param_fields += custom_fields
-        for qpf in query_param_fields:
-            initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
         return initial_data
 
     def get_form_kwargs(self, *args, **kwargs):
         kwargs = super().get_form_kwargs(*args, **kwargs)
         kwargs['hidden_fields'] = self.request.GET.get('_hide_fields_', '').split(',')
         kwargs['readonly_fields'] = self.request.GET.get('_readonly_fields_', '').split(',')
-        kbitem = self.request.GET.get('kbitem', None)
-        if kbitem:
-            try:
-                kwargs['kbcategory'] = KBItem.objects.get(pk=int(kbitem))
-            except (ValueError, KBItem.DoesNotExist):
-                pass
         return kwargs
 
     def form_valid(self, form):
@@ -134,6 +108,11 @@ class CreateTicketView(BaseCreateTicketView):
 class Homepage(CreateTicketView):
     template_name = 'helpdesk/public_homepage.html'
 
+    def get_context_data(self, **kwargs):
+        context = super().get_context_data(**kwargs)
+        context['kb_categories'] = KBCategory.objects.all()
+        return context
+
 
 def search_for_ticket(request, error_message=None):
     if hasattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC') and settings.HELPDESK_VIEW_A_TICKET_PUBLIC:

helpdesk/views/staff.py

@@ -52,9 +52,10 @@ from helpdesk.lib import (
 )
 from helpdesk.models import (
     Ticket, Queue, FollowUp, TicketChange, PreSetReply, FollowUpAttachment, SavedSearch,
-    IgnoreEmail, TicketCC, TicketDependency, UserSettings,
+    IgnoreEmail, TicketCC, TicketDependency, UserSettings, KBItem,
 )
 from helpdesk import settings as helpdesk_settings
+import helpdesk.views.abstract_views as abstract_views
 from helpdesk.views.permissions import MustBeStaffMixin
 from ..lib import format_time_spent
 
@@ -802,7 +803,9 @@ def ticket_list(request):
         'search_string': '',
     }
     default_query_params = {
-        'filtering': {'status__in': [1, 2, 3]},
+        'filtering': {
+            'status__in': [1, 2, 3],
+        },
         'sorting': 'created',
         'search_string': '',
         'sortreverse': False,
@@ -849,7 +852,7 @@ def ticket_list(request):
 
     if saved_query:
         pass
-    elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse'}.intersection(request.GET):
+    elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse', 'kbitem'}.intersection(request.GET):
         # Fall-back if no querying is being done
         all_queues = Queue.objects.all()
         query_params = deepcopy(default_query_params)
@@ -858,6 +861,7 @@ def ticket_list(request):
             ('queue', 'queue__id__in'),
             ('assigned_to', 'assigned_to__id__in'),
             ('status', 'status__in'),
+            ('kbitem', 'kbitem__in'),
         ]
 
         for param, filter_command in filter_in_params:
@@ -884,7 +888,7 @@ def ticket_list(request):
 
         # SORTING
         sort = request.GET.get('sort', None)
-        if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
+        if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority', 'kbitem'):
             sort = 'created'
         query_params['sorting'] = sort
 
@@ -907,12 +911,15 @@ def ticket_list(request):
             '<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
             'Django Documentation on string matching in SQLite</a>.')
 
+    kbitem_choices = [(item.pk, item.title) for item in KBItem.objects.all()]
+
     return render(request, 'helpdesk/ticket_list.html', dict(
         context,
         default_tickets_per_page=request.user.usersettings_helpdesk.tickets_per_page,
         user_choices=User.objects.filter(is_active=True, is_staff=True),
         queue_choices=huser.get_queues(),
         status_choices=Ticket.STATUS_CHOICES,
+        kbitem_choices=kbitem_choices,
         urlsafe_query=urlsafe_query,
         user_saved_queries=user_saved_queries,
         query_params=query_params,
@@ -992,17 +999,12 @@ def edit_ticket(request, ticket_id):
 edit_ticket = staff_member_required(edit_ticket)
 
 
-class CreateTicketView(MustBeStaffMixin, FormView):
+class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixin, FormView):
     template_name = 'helpdesk/create_ticket.html'
     form_class = TicketForm
 
     def get_initial(self):
-        initial_data = {}
+        initial_data = super().get_initial()
-        request = self.request
-        if request.user.usersettings_helpdesk.use_email_as_submitter and request.user.email:
-            initial_data['submitter_email'] = request.user.email
-        if 'queue' in request.GET:
-            initial_data['queue'] = request.GET['queue']
         return initial_data
 
     def get_form_kwargs(self):