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Merge branch 'django-helpdesk:main' into BUG-1230-postgresql-version-django-missmatch

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David Vadnais 2025-03-11 08:13:54 -10:00 committed by GitHub
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4
docs/configuration.rst
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@ -36,6 +36,10 @@ Before django-helpdesk will be much use, you need to do some basic configuration
This will run the escalation process hourly, using the 'Escalation Days' setting for each queue to determine which tickets to escalate.
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::
0 * * * * /path/to/helpdesksite/manage.py escalate_tickets --notify-only
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::
0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday sunday

29
helpdesk/management/commands/escalate_tickets.py
View File

@ -33,9 +33,17 @@ class Command(BaseCommand):
default=False,
help='Display escalated tickets'
)
parser.add_argument(
'-n',
'--notify-only',
action='store_true',
default=False,
help='Send email reminder but dont escalate tickets'
)
def handle(self, *args, **options):
verbose = options['escalate_verbosely']
notify_only = options['notify_only']
queue_slugs = options['queues']
# Only include queues with escalation configured
@ -87,14 +95,15 @@ class Command(BaseCommand):
if verbose:
self.stdout.write(f" - Esclating {ticket.ticket} from {ticket.priority + 1}>{ticket.priority}")
followup = ticket.followup_set.create(
title=_('Ticket Escalated'),
public=True,
comment=_('Ticket escalated after %(nb)s days') % {'nb': queue.escalate_days},
)
if not notify_only:
followup = ticket.followup_set.create(
title=_('Ticket Escalated'),
public=True,
comment=_('Ticket escalated after %(nb)s days') % {'nb': queue.escalate_days},
)
followup.ticketchange_set.create(
field=_('Priority'),
old_value=ticket.priority + 1,
new_value=ticket.priority,
)
followup.ticketchange_set.create(
field=_('Priority'),
old_value=ticket.priority + 1,
new_value=ticket.priority,
)