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https://github.com/django-helpdesk/django-helpdesk.git
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Issue #102
Add rudimentary CC: functionality on tickets, controlled by staff users. CC's can be e-mail addresses or users, who will receive copies of all emails sent to the Submitter. This is a work in progress.
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parent
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@ -1 +1,6 @@
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2009-09-09 r138 Issue #104 Add a CHANGELOG file
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2009-09-09 r139 Issue #102 Add Ticket CC's
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Add rudimentary CC: functionality on tickets, controlled by staff users. CC's
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can be e-mail addresses or users, who will receive copies of all emails sent
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to the Submitter. This is a work in progress.
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7
forms.py
7
forms.py
@ -15,7 +15,7 @@ from django.contrib.auth.models import User
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from django.utils.translation import ugettext as _
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from helpdesk.lib import send_templated_mail
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from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail
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from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC
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class EditTicketForm(forms.ModelForm):
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class Meta:
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@ -356,3 +356,8 @@ class UserSettingsForm(forms.Form):
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class EmailIgnoreForm(forms.ModelForm):
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class Meta:
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model = IgnoreEmail
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class TicketCCForm(forms.ModelForm):
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class Meta:
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model = TicketCC
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exclude = ('ticket',)
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55
models.py
55
models.py
@ -999,3 +999,58 @@ class IgnoreEmail(models.Model):
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return True
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else:
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return False
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class TicketCC(models.Model):
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"""
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Often, there are people who wish to follow a ticket who aren't the
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person who originally submitted it. This model provides a way for those
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people to follow a ticket.
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In this circumstance, a 'person' could be either an e-mail address or
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an existing system user.
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"""
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ticket = models.ForeignKey(Ticket)
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user = models.ForeignKey(
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User,
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blank=True,
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null=True,
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help_text=_('User who wishes to receive updates for this ticket.'),
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)
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email = models.EmailField(
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_('E-Mail Address'),
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blank=True,
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null=True,
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help_text=_('For non-user followers, enter their e-mail address'),
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)
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can_view = models.BooleanField(
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_('Can View Ticket?'),
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blank=True,
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help_text=_('Can this CC login to view the ticket details?'),
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)
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can_update = models.BooleanField(
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_('Can Update Ticket?'),
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blank=True,
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help_text=_('Can this CC login and update the ticket?'),
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)
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def _email_address(self):
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if self.user and self.user.email is not None:
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return self.user.email
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else:
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return self.email
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email_address = property(_email_address)
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def _display(self):
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if self.user:
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return self.user
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else:
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return self.email
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display = property(_display)
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def __unicode__(self):
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return u'%s for %s' % (self.display, self.ticket.title)
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@ -5,7 +5,7 @@
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{% block helpdesk_body %}{% blocktrans with ignore.email_address as email_address %}
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<h2>Un-Ignore E-Mail Address</h2>
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<p>Are you sure you wish to stop removing this email address (<em>{{ email_address }}</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time.<?p>
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<p>Are you sure you wish to stop removing this email address (<em>{{ email_address }}</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time.</p>
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{% endblocktrans %}
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{% blocktrans %}<p><a href='../../'>Keep Ignoring It</a></p>
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@ -67,16 +67,21 @@
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</tr>
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<tr class='row_odd'>
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<th>{% trans "Copies To" %}</th>
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<td>{% for ticketcc in ticket.ticketcc_set.all %}{{ ticketcc.display }}{% if not forloop.last %}, {% endif %}{% endfor %} <strong><a href='{% url helpdesk_ticket_cc ticket.id %}'>{% trans "Manage" %}</a></strong></td>
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</tr>
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<tr class='row_even'>
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<th colspan='2'>{% trans "Description" %}</th>
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</tr>
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<tr class='row_even'>
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<tr class='row_odd'>
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<td colspan='2'>{{ ticket.description|force_escape|linebreaksbr }}</td>
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</tr>
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{% if ticket.resolution %}<tr class='row_odd'>
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{% if ticket.resolution %}<tr class='row_even'>
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<th colspan='2'>{% trans "Resolution" %}{% ifequal ticket.get_status_display "Resolved" %} <a href='?close'><img src='{{ MEDIA_URL }}helpdesk/buttons/accept.png' alt='{% trans "Accept" %}' title='{% trans "Accept and Close" %}' width='60' height='15' /></a>{% endifequal %}</th>
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</tr>
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<tr class='row_even'>
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<tr class='row_odd'>
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<td colspan='2'>{{ ticket.resolution|force_escape }}</td>
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</tr>{% endif %}
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25
templates/helpdesk/ticket_cc_add.html
Normal file
25
templates/helpdesk/ticket_cc_add.html
Normal file
@ -0,0 +1,25 @@
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{% extends "helpdesk/base.html" %}{% load i18n %}
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{% block helpdesk_title %}{% trans "Add Ticket CC" %}{% endblock %}
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{% block helpdesk_body %}{% blocktrans %}
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<h2>Add Ticket CC</h2>
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<p>To automatically send an email to a user or e-mail address when this ticket is updated, select the user or enter an e-mail address below.</p>{% endblocktrans %}
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<form method='post' action='./'>
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<fieldset>
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<dl>{% for field in form %}
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<dt><label for='id_{{ field.name }}'>{{ field.label }}</label></dt>
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<dd>{{ field }}</dd>
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{% if field.errors %}<dd class='error'>{{ field.errors }}</dd>{% endif %}
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{% if field.help_text %}<dd class='form_help_text'>{{ field.help_text }}</dd>{% endif %}
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{% endfor %}</dl>
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</fieldset>
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<input type='submit' value='{% trans "Save Ticket CC" %}' />
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</form>
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{% endblock %}
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14
templates/helpdesk/ticket_cc_del.html
Normal file
14
templates/helpdesk/ticket_cc_del.html
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@ -0,0 +1,14 @@
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{% extends "helpdesk/base.html" %}{% load i18n %}
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{% block helpdesk_title %}{% trans "Delete Ticket CC" %}{% endblock %}
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{% block helpdesk_body %}{% blocktrans with cc.email_address as email_address %}
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<h2>Delete Ticket CC</h2>
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<p>Are you sure you wish to delete this email address (<em>{{ email_address }}</em>) from the CC list for this ticket? They will stop receiving updates.</p>
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{% endblocktrans %}
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{% blocktrans %}<p><a href='../../'>Don't Delete</a></p>
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<form method='post' action='./'><input type='submit' value='Yes, Delete' /></form>
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{% endblocktrans %}{% endblock %}
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31
templates/helpdesk/ticket_cc_list.html
Normal file
31
templates/helpdesk/ticket_cc_list.html
Normal file
@ -0,0 +1,31 @@
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{% extends "helpdesk/base.html" %}{% load i18n %}
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{% block helpdesk_title %}{% trans "Ticket CC Settings" %}{% endblock %}
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{% block helpdesk_body %}{% blocktrans with ticket.title as ticket_title and ticket.id as ticket_id %}
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<h2>Ticket CC Settings</h2>
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<p>The following people will receive an e-mail whenever <em><a href='../'>{{ ticket_title }}</a></em> is updated. Some people can also view or edit the ticket via the public ticket views.</p>
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<p>You can <a href='add/'>add a new e-mail address to the list</a> or delete any of the items below as required.</p>{% endblocktrans %}
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<table width='100%'>
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<thead>
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<tr class='row_tablehead'><td colspan='4'>{% trans "Ticket CC List" %}</td></tr>
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<tr class='row_columnheads'><th>{% trans "E-Mail Address" %}</th><th>{% trans "View?" %}</th><th>{% trans "Update?" %}</th><th>{% trans "Delete" %}</th></tr>
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</thead>
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<tbody>
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{% for person in copies_to %}
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<tr class='row_{% cycle odd,even %}'>
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<td>{{ person.display }}</td>
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<td>{{ person.can_view }}</td>
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<td>{{ person.can_update }}</td>
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<td><a href='{% url helpdesk_ticket_cc_del ticket.id person.id %}'>{% trans "Delete" %}</a></td>
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</tr>
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{% endfor %}
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</tbody>
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</table>
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<p><a href='{% url helpdesk_view ticket.id %}'>{% blocktrans with ticket.title as ticket_title %}Return to <em>{{ ticket_title }}</em>{% endblocktrans %}</a></p>
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{% endblock %}
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12
urls.py
12
urls.py
@ -55,6 +55,18 @@ urlpatterns = patterns('helpdesk.views.staff',
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'unhold_ticket',
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name='helpdesk_unhold'),
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url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/$',
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'ticket_cc',
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name='helpdesk_ticket_cc'),
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url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/add/$',
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'ticket_cc_add',
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name='helpdesk_ticket_cc_add'),
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url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/delete/(?P<cc_id>[0-9]+)/$',
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'ticket_cc_del',
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name='helpdesk_ticket_cc_del'),
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url(r'^raw/(?P<type>\w+)/$',
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'raw_details',
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name='helpdesk_raw'),
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23
views/api.py
23
views/api.py
@ -209,6 +209,18 @@ class API:
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)
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messages_sent_to.append(ticket.submitter_email)
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if public:
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for cc in ticket.ticketcc_set.all():
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if cc.email_address not in messages_sent_to:
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send_templated_mail(
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'updated_submitter',
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context,
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recipients=cc.email_address,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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messages_sent_to.append(cc.email_address)
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if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
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send_templated_mail(
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'updated_cc',
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@ -274,6 +286,17 @@ class API:
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)
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messages_sent_to.append(ticket.submitter_email)
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for cc in ticket.ticketcc_set.all():
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if cc.email_address not in messages_sent_to:
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send_templated_mail(
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'resolved_submitter',
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context,
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recipients=cc.email_address,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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messages_sent_to.append(cc.email_address)
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if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
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send_templated_mail(
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'resolved_cc',
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@ -22,9 +22,9 @@ from django.shortcuts import render_to_response, get_object_or_404
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from django.template import loader, Context, RequestContext
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from django.utils.translation import ugettext as _
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from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm
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from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm
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from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict, apply_query, safe_template_context
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from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail
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from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC
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staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
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@ -259,6 +259,17 @@ def update_ticket(request, ticket_id, public=False):
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)
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messages_sent_to.append(ticket.submitter_email)
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for cc in ticket.ticketcc_set.all():
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if cc.email_address not in messages_sent_to:
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send_templated_mail(
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template,
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context,
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recipients=cc.email_address,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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messages_sent_to.append(cc.email_address)
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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:
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# We only send e-mails to staff members if the ticket is updated by
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# another user. The actual template varies, depending on what has been
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@ -364,6 +375,17 @@ def mass_update(request):
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)
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messages_sent_to.append(t.submitter_email)
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for cc in ticket.ticketcc_set.all():
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if cc.email_address not in messages_sent_to:
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send_templated_mail(
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'closed_submitter',
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context,
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recipients=cc.email_address,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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messages_sent_to.append(cc.email_address)
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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:
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send_templated_mail(
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'closed_owner',
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@ -563,6 +585,7 @@ def edit_ticket(request, ticket_id):
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RequestContext(request, {
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'form': form,
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}))
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edit_ticket = staff_member_required(edit_ticket)
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def create_ticket(request):
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if request.method == 'POST':
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@ -890,3 +913,42 @@ def email_ignore_del(request, id):
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'ignore': ignore,
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}))
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email_ignore_del = superuser_required(email_ignore_del)
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def ticket_cc(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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copies_to = ticket.ticketcc_set.all()
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return render_to_response('helpdesk/ticket_cc_list.html',
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RequestContext(request, {
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'copies_to': copies_to,
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'ticket': ticket,
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}))
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ticket_cc = staff_member_required(ticket_cc)
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def ticket_cc_add(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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if request.method == 'POST':
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form = TicketCCForm(request.POST)
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if form.is_valid():
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ticketcc = form.save(commit=False)
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ticketcc.ticket = ticket
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ticketcc.save()
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return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': ticket.id}))
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else:
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form = TicketCCForm()
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return render_to_response('helpdesk/ticket_cc_add.html',
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RequestContext(request, {
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'ticket': ticket,
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'form': form,
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}))
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ticket_cc_add = staff_member_required(ticket_cc_add)
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def ticket_cc_del(request, ticket_id, cc_id):
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cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)
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if request.POST:
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cc.delete()
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return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
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return render_to_response('helpdesk/ticket_cc_del.html',
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RequestContext(request, {
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'cc': cc,
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}))
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ticket_cc_del = staff_member_required(ticket_cc_del)
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