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https://github.com/django-helpdesk/django-helpdesk.git
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Merge branch 'django-helpdesk:main' into BUG-1230-postgresql-version-django-missmatch
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commit
88b23058e9
@ -36,6 +36,10 @@ Before django-helpdesk will be much use, you need to do some basic configuration
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This will run the escalation process hourly, using the 'Escalation Days' setting for each queue to determine which tickets to escalate.
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To notify users of outstanding tickets without adding an entry to the ticket, use the `notify-only` flag. This will send the emails without creating a follow-up::
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0 * * * * /path/to/helpdesksite/manage.py escalate_tickets --notify-only
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5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis::
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0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday sunday
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@ -33,9 +33,17 @@ class Command(BaseCommand):
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default=False,
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help='Display escalated tickets'
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)
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parser.add_argument(
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'-n',
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'--notify-only',
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action='store_true',
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default=False,
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help='Send email reminder but dont escalate tickets'
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)
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def handle(self, *args, **options):
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verbose = options['escalate_verbosely']
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notify_only = options['notify_only']
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queue_slugs = options['queues']
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# Only include queues with escalation configured
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@ -87,14 +95,15 @@ class Command(BaseCommand):
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if verbose:
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self.stdout.write(f" - Esclating {ticket.ticket} from {ticket.priority + 1}>{ticket.priority}")
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followup = ticket.followup_set.create(
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title=_('Ticket Escalated'),
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public=True,
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comment=_('Ticket escalated after %(nb)s days') % {'nb': queue.escalate_days},
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)
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if not notify_only:
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followup = ticket.followup_set.create(
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title=_('Ticket Escalated'),
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public=True,
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comment=_('Ticket escalated after %(nb)s days') % {'nb': queue.escalate_days},
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)
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followup.ticketchange_set.create(
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field=_('Priority'),
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old_value=ticket.priority + 1,
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new_value=ticket.priority,
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)
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followup.ticketchange_set.create(
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field=_('Priority'),
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old_value=ticket.priority + 1,
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new_value=ticket.priority,
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)
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