""" django-helpdesk - A Django powered ticket tracker for small enterprise. (c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details. views/staff.py - The bulk of the application - provides most business logic and renders all staff-facing views. """ from __future__ import unicode_literals from django.utils.encoding import python_2_unicode_compatible from datetime import datetime, timedelta import sys from django import VERSION from django.conf import settings try: from django.contrib.auth import get_user_model User = get_user_model() except ImportError: from django.contrib.auth.models import User from django.contrib.auth.decorators import login_required, user_passes_test from django.core.files.base import ContentFile from django.core.urlresolvers import reverse from django.core.exceptions import ValidationError, PermissionDenied from django.core import paginator from django.db import connection from django.db.models import Q from django.http import HttpResponseRedirect, Http404, HttpResponse from django.shortcuts import render_to_response, get_object_or_404 from django.template import loader, Context, RequestContext from django.utils.dates import MONTHS_3 from django.utils.translation import ugettext as _ from django.utils.html import escape from django import forms try: from django.utils import timezone except ImportError: from datetime import datetime as timezone from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm, EditFollowUpForm, TicketDependencyForm from helpdesk.lib import send_templated_mail, query_to_dict, apply_query, safe_template_context from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC, TicketDependency from helpdesk import settings as helpdesk_settings if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE: # treat 'normal' users like 'staff' staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active) else: staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff) superuser_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_superuser) def _get_user_queues(user): """Return the list of Queues the user can access. :param user: The User (the class should have the has_perm method) :return: A Python list of Queues """ all_queues = Queue.objects.all() limit_queues_by_user = helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION and not user.is_superuser if limit_queues_by_user: id_list = [q.pk for q in all_queues if user.has_perm(q.permission_name)] return all_queues.filter(pk__in=id_list) else: return all_queues def _has_access_to_queue(user, queue): """Check if a certain user can access a certain queue. :param user: The User (the class should have the has_perm method) :param queue: The django-helpdesk Queue instance :return: True if the user has permission (either by default or explicitly), false otherwise """ if user.is_superuser or not helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION: return True else: return user.has_perm(queue.permission_name) def dashboard(request): """ A quick summary overview for users: A list of their own tickets, a table showing ticket counts by queue/status, and a list of unassigned tickets with options for them to 'Take' ownership of said tickets. """ # open & reopened tickets, assigned to current user tickets = Ticket.objects.select_related('queue').filter( assigned_to=request.user, ).exclude( status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS], ) # closed & resolved tickets, assigned to current user tickets_closed_resolved = Ticket.objects.select_related('queue').filter( assigned_to=request.user, status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS]) user_queues = _get_user_queues(request.user) unassigned_tickets = Ticket.objects.select_related('queue').filter( assigned_to__isnull=True, queue__in=user_queues ).exclude( status=Ticket.CLOSED_STATUS, ) # all tickets, reported by current user all_tickets_reported_by_current_user = '' email_current_user = request.user.email if email_current_user: all_tickets_reported_by_current_user = Ticket.objects.select_related('queue').filter( submitter_email=email_current_user, ).order_by('status') Tickets = Ticket.objects.filter( queue__in=user_queues, ) basic_ticket_stats = calc_basic_ticket_stats(Tickets) # The following query builds a grid of queues & ticket statuses, # to be displayed to the user. EG: # Open Resolved # Queue 1 10 4 # Queue 2 4 12 queues = _get_user_queues(request.user).values_list('id', flat=True) from_clause = """FROM helpdesk_ticket t, helpdesk_queue q""" where_clause = """WHERE q.id = t.queue_id AND q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues))) cursor = connection.cursor() cursor.execute(""" SELECT q.id as queue, q.title AS name, COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open, COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved, COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed %s %s GROUP BY queue, name ORDER BY q.id; """ % (from_clause, where_clause)) dash_tickets = query_to_dict(cursor.fetchall(), cursor.description) return render_to_response('helpdesk/dashboard.html', RequestContext(request, { 'user_tickets': tickets, 'user_tickets_closed_resolved': tickets_closed_resolved, 'unassigned_tickets': unassigned_tickets, 'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user, 'dash_tickets': dash_tickets, 'basic_ticket_stats': basic_ticket_stats, })) dashboard = staff_member_required(dashboard) def delete_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if request.method == 'GET': return render_to_response('helpdesk/delete_ticket.html', RequestContext(request, { 'ticket': ticket, })) else: ticket.delete() return HttpResponseRedirect(reverse('helpdesk_home')) delete_ticket = staff_member_required(delete_ticket) def followup_edit(request, ticket_id, followup_id): "Edit followup options with an ability to change the ticket." followup = get_object_or_404(FollowUp, id=followup_id) ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if request.method == 'GET': form = EditFollowUpForm(initial= {'title': escape(followup.title), 'ticket': followup.ticket, 'comment': escape(followup.comment), 'public': followup.public, 'new_status': followup.new_status, }) ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket) return render_to_response('helpdesk/followup_edit.html', RequestContext(request, { 'followup': followup, 'ticket': ticket, 'form': form, 'ticketcc_string': ticketcc_string, })) elif request.method == 'POST': form = EditFollowUpForm(request.POST) if form.is_valid(): title = form.cleaned_data['title'] _ticket = form.cleaned_data['ticket'] comment = form.cleaned_data['comment'] public = form.cleaned_data['public'] new_status = form.cleaned_data['new_status'] #will save previous date old_date = followup.date new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, ) # keep old user if one did exist before. if followup.user: new_followup.user = followup.user new_followup.save() # get list of old attachments & link them to new_followup attachments = Attachment.objects.filter(followup = followup) for attachment in attachments: attachment.followup = new_followup attachment.save() # delete old followup followup.delete() return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id])) followup_edit = staff_member_required(followup_edit) def followup_delete(request, ticket_id, followup_id): ''' followup delete for superuser''' ticket = get_object_or_404(Ticket, id=ticket_id) if not request.user.is_superuser: return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id])) followup = get_object_or_404(FollowUp, id=followup_id) followup.delete() return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id])) followup_delete = staff_member_required(followup_delete) def view_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if 'take' in request.GET: # Allow the user to assign the ticket to themselves whilst viewing it. # Trick the update_ticket() view into thinking it's being called with # a valid POST. request.POST = { 'owner': request.user.id, 'public': 1, 'title': ticket.title, 'comment': '' } return update_ticket(request, ticket_id) if 'subscribe' in request.GET: # Allow the user to subscribe him/herself to the ticket whilst viewing it. ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket) if SHOW_SUBSCRIBE: subscribe_staff_member_to_ticket(ticket, request.user) return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id])) if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS: if not ticket.assigned_to: owner = 0 else: owner = ticket.assigned_to.id # Trick the update_ticket() view into thinking it's being called with # a valid POST. request.POST = { 'new_status': Ticket.CLOSED_STATUS, 'public': 1, 'owner': owner, 'title': ticket.title, 'comment': _('Accepted resolution and closed ticket'), } return update_ticket(request, ticket_id) if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS: users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD) else: users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD) # TODO: shouldn't this template get a form to begin with? form = TicketForm(initial={'due_date':ticket.due_date}) ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket) return render_to_response('helpdesk/ticket.html', RequestContext(request, { 'ticket': ticket, 'form': form, 'active_users': users, 'priorities': Ticket.PRIORITY_CHOICES, 'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)), 'ticketcc_string': ticketcc_string, 'SHOW_SUBSCRIBE': SHOW_SUBSCRIBE, })) view_ticket = staff_member_required(view_ticket) def return_ticketccstring_and_show_subscribe(user, ticket): ''' used in view_ticket() and followup_edit()''' # create the ticketcc_string and check whether current user is already # subscribed username = user.get_username().upper() useremail = user.email.upper() strings_to_check = list() strings_to_check.append(username) strings_to_check.append(useremail) ticketcc_string = '' all_ticketcc = ticket.ticketcc_set.all() counter_all_ticketcc = len(all_ticketcc) - 1 SHOW_SUBSCRIBE = True for i, ticketcc in enumerate(all_ticketcc): ticketcc_this_entry = str(ticketcc.display) ticketcc_string = ticketcc_string + ticketcc_this_entry if i < counter_all_ticketcc: ticketcc_string = ticketcc_string + ', ' if strings_to_check.__contains__(ticketcc_this_entry.upper()): SHOW_SUBSCRIBE = False # check whether current user is a submitter or assigned to ticket assignedto_username = str(ticket.assigned_to).upper() submitter_email = ticket.submitter_email.upper() strings_to_check = list() strings_to_check.append(assignedto_username) strings_to_check.append(submitter_email) if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail): SHOW_SUBSCRIBE = False return ticketcc_string, SHOW_SUBSCRIBE def subscribe_to_ticket_updates(ticket, user=None, email=None, can_view=True, can_update=False): data = { 'user': user, 'email': email, 'can_view': can_view, 'can_update': can_update } ticket_cc_form = TicketCCForm(data) if ticket is not None and ticket_cc_form.is_valid(): queryset = TicketCC.objects.filter(ticket=ticket, user=user, email=email) if queryset.count() > 0: return queryset.first() ticketcc = ticket_cc_form.save(commit=False) ticketcc.ticket = ticket ticketcc.save() return ticketcc else: raise ValidationError( _('Could not create subscribe contact to ticket updated. Errors: {}'.format(ticket_cc_form.errors)) ) def subscribe_staff_member_to_ticket(ticket, user, email=''): ''' used in view_ticket() and update_ticket() ''' return subscribe_to_ticket_updates(ticket=ticket, user=user, email=email, can_view=can_view, can_update=can_update) def update_ticket(request, ticket_id, public=False): if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))): return HttpResponseRedirect('%s?next=%s' % (reverse('login'), request.path)) ticket = get_object_or_404(Ticket, id=ticket_id) comment = request.POST.get('comment', '') new_status = int(request.POST.get('new_status', ticket.status)) title = request.POST.get('title', '') public = request.POST.get('public', False) owner = int(request.POST.get('owner', -1)) priority = int(request.POST.get('priority', ticket.priority)) due_date_year = int(request.POST.get('due_date_year', 0)) due_date_month = int(request.POST.get('due_date_month', 0)) due_date_day = int(request.POST.get('due_date_day', 0)) if not (due_date_year and due_date_month and due_date_day): due_date = ticket.due_date else: if ticket.due_date: due_date = ticket.due_date else: due_date = timezone.now() due_date = due_date.replace(due_date_year, due_date_month, due_date_day) no_changes = all([ not request.FILES, not comment, new_status == ticket.status, title == ticket.title, priority == int(ticket.priority), due_date == ticket.due_date, (owner == -1) or (not owner and not ticket.assigned_to) or (owner and User.objects.get(id=owner) == ticket.assigned_to), ]) if no_changes: return return_to_ticket(request.user, helpdesk_settings, ticket) # We need to allow the 'ticket' and 'queue' contexts to be applied to the # comment. from django.template import loader, Context context = safe_template_context(ticket) # this line sometimes creates problems if code is sent as a comment. # if comment contains some django code, like "why does {% if bla %} crash", # then the following line will give us a crash, since django expects {% if %} # to be closed with an {% endif %} tag. # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html try: from django.template import engines template_func = engines['django'].from_string except ImportError: # occurs in django < 1.8 template_func = loader.get_template_from_string # RemovedInDjango110Warning: render() must be called with a dict, not a Context. if VERSION < (1, 8): context = Context(context) comment = template_func(comment).render(context) if owner is -1 and ticket.assigned_to: owner = ticket.assigned_to.id f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment) if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE: f.user = request.user f.public = public reassigned = False if owner is not -1: if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to): new_user = User.objects.get(id=owner) f.title = _('Assigned to %(username)s') % { 'username': new_user.get_username(), } ticket.assigned_to = new_user reassigned = True # user changed owner to 'unassign' elif owner == 0 and ticket.assigned_to is not None: f.title = _('Unassigned') ticket.assigned_to = None if new_status != ticket.status: ticket.status = new_status ticket.save() f.new_status = new_status if f.title: f.title += ' and %s' % ticket.get_status_display() else: f.title = '%s' % ticket.get_status_display() if not f.title: if f.comment: f.title = _('Comment') else: f.title = _('Updated') f.save() files = [] if request.FILES: import mimetypes, os for file in request.FILES.getlist('attachment'): filename = file.name.encode('ascii', 'ignore') a = Attachment( followup=f, filename=filename, mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream', size=file.size, ) a.file.save(filename, file, save=False) a.save() if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000): # Only files smaller than 512kb (or as defined in # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email. files.append([a.filename, a.file]) if title != ticket.title: c = TicketChange( followup=f, field=_('Title'), old_value=ticket.title, new_value=title, ) c.save() ticket.title = title if priority != ticket.priority: c = TicketChange( followup=f, field=_('Priority'), old_value=ticket.priority, new_value=priority, ) c.save() ticket.priority = priority if due_date != ticket.due_date: c = TicketChange( followup=f, field=_('Due on'), old_value=ticket.due_date, new_value=due_date, ) c.save() ticket.due_date = due_date if new_status in [ Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ]: if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None: ticket.resolution = comment messages_sent_to = [] # ticket might have changed above, so we re-instantiate context with the # (possibly) updated ticket. context = safe_template_context(ticket) context.update( resolution=ticket.resolution, comment=f.comment, ) if public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))): if f.new_status == Ticket.RESOLVED_STATUS: template = 'resolved_' elif f.new_status == Ticket.CLOSED_STATUS: template = 'closed_' else: template = 'updated_' template_suffix = 'submitter' if ticket.submitter_email: send_templated_mail( template + template_suffix, context, recipients=ticket.submitter_email, sender=ticket.queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(ticket.submitter_email) template_suffix = 'cc' for cc in ticket.ticketcc_set.all(): if cc.email_address not in messages_sent_to: send_templated_mail( template + template_suffix, context, recipients=cc.email_address, sender=ticket.queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(cc.email_address) 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: # We only send e-mails to staff members if the ticket is updated by # another user. The actual template varies, depending on what has been # changed. if reassigned: template_staff = 'assigned_owner' elif f.new_status == Ticket.RESOLVED_STATUS: template_staff = 'resolved_owner' elif f.new_status == Ticket.CLOSED_STATUS: template_staff = 'closed_owner' else: template_staff = 'updated_owner' if (not reassigned or ( reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)): send_templated_mail( template_staff, context, recipients=ticket.assigned_to.email, sender=ticket.queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(ticket.assigned_to.email) if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to: if reassigned: template_cc = 'assigned_cc' elif f.new_status == Ticket.RESOLVED_STATUS: template_cc = 'resolved_cc' elif f.new_status == Ticket.CLOSED_STATUS: template_cc = 'closed_cc' else: template_cc = 'updated_cc' send_templated_mail( template_cc, context, recipients=ticket.queue.updated_ticket_cc, sender=ticket.queue.from_address, fail_silently=True, files=files, ) ticket.save() # auto subscribe user if enabled if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE and request.user.is_authenticated(): ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket) if SHOW_SUBSCRIBE: subscribe_staff_member_to_ticket(ticket, request.user) return return_to_ticket(request.user, helpdesk_settings, ticket) def return_to_ticket(user, helpdesk_settings, ticket): ''' Helpder function for update_ticket ''' if user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE: return HttpResponseRedirect(ticket.get_absolute_url()) else: return HttpResponseRedirect(ticket.ticket_url) def mass_update(request): tickets = request.POST.getlist('ticket_id') action = request.POST.get('action', None) if not (tickets and action): return HttpResponseRedirect(reverse('helpdesk_list')) if action.startswith('assign_'): parts = action.split('_') user = User.objects.get(id=parts[1]) action = 'assign' elif action == 'take': user = request.user action = 'assign' for t in Ticket.objects.filter(id__in=tickets): if not _has_access_to_queue(request.user, t.queue): continue if action == 'assign' and t.assigned_to != user: t.assigned_to = user t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Assigned to %(username)s in bulk update' % {'username': user.get_username()}), public=True, user=request.user) f.save() elif action == 'unassign' and t.assigned_to is not None: t.assigned_to = None t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Unassigned in bulk update'), public=True, user=request.user) f.save() elif action == 'close' and t.status != Ticket.CLOSED_STATUS: t.status = Ticket.CLOSED_STATUS t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=False, user=request.user, new_status=Ticket.CLOSED_STATUS) f.save() elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS: t.status = Ticket.CLOSED_STATUS t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS) f.save() # Send email to Submitter, Owner, Queue CC context = safe_template_context(t) context.update( resolution = t.resolution, queue = t.queue, ) messages_sent_to = [] if t.submitter_email: send_templated_mail( 'closed_submitter', context, recipients=t.submitter_email, sender=t.queue.from_address, fail_silently=True, ) messages_sent_to.append(t.submitter_email) for cc in t.ticketcc_set.all(): if cc.email_address not in messages_sent_to: send_templated_mail( 'closed_submitter', context, recipients=cc.email_address, sender=t.queue.from_address, fail_silently=True, ) messages_sent_to.append(cc.email_address) 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: send_templated_mail( 'closed_owner', context, recipients=t.assigned_to.email, sender=t.queue.from_address, fail_silently=True, ) messages_sent_to.append(t.assigned_to.email) if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc not in messages_sent_to: send_templated_mail( 'closed_cc', context, recipients=t.queue.updated_ticket_cc, sender=t.queue.from_address, fail_silently=True, ) elif action == 'delete': t.delete() return HttpResponseRedirect(reverse('helpdesk_list')) mass_update = staff_member_required(mass_update) def ticket_list(request): context = {} user_queues = _get_user_queues(request.user) # Prefilter the allowed tickets base_tickets = Ticket.objects.filter(queue__in=user_queues) # Query_params will hold a dictionary of parameters relating to # a query, to be saved if needed: query_params = { 'filtering': {}, 'sorting': None, 'sortreverse': False, 'keyword': None, 'other_filter': None, } from_saved_query = False # If the user is coming from the header/navigation search box, lets' first # look at their query to see if they have entered a valid ticket number. If # they have, just redirect to that ticket number. Otherwise, we treat it as # a keyword search. if request.GET.get('search_type', None) == 'header': query = request.GET.get('q') filter = None if query.find('-') > 0: try: queue, id = query.split('-') id = int(id) except ValueError: id = None if id: filter = {'queue__slug': queue, 'id': id } else: try: query = int(query) except ValueError: query = None if query: filter = {'id': int(query) } if filter: try: ticket = base_tickets.get(**filter) return HttpResponseRedirect(ticket.staff_url) except Ticket.DoesNotExist: # Go on to standard keyword searching pass saved_query = None if request.GET.get('saved_query', None): from_saved_query = True try: saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query')) except SavedSearch.DoesNotExist: return HttpResponseRedirect(reverse('helpdesk_list')) if not (saved_query.shared or saved_query.user == request.user): return HttpResponseRedirect(reverse('helpdesk_list')) try: import pickle except ImportError: import cPickle as pickle from helpdesk.lib import b64decode query_params = pickle.loads(b64decode(str(saved_query.query))) elif not ( 'queue' in request.GET or 'assigned_to' in request.GET or 'status' in request.GET or 'q' in request.GET or 'sort' in request.GET or 'sortreverse' in request.GET ): # Fall-back if no querying is being done, force the list to only # show open/reopened/resolved (not closed) cases sorted by creation # date. query_params = { 'filtering': {'status__in': [1, 2, 3]}, 'sorting': 'created', } else: queues = request.GET.getlist('queue') if queues: try: queues = [int(q) for q in queues] query_params['filtering']['queue__id__in'] = queues except ValueError: pass owners = request.GET.getlist('assigned_to') if owners: try: owners = [int(u) for u in owners] query_params['filtering']['assigned_to__id__in'] = owners except ValueError: pass statuses = request.GET.getlist('status') if statuses: try: statuses = [int(s) for s in statuses] query_params['filtering']['status__in'] = statuses except ValueError: pass date_from = request.GET.get('date_from') if date_from: query_params['filtering']['created__gte'] = date_from date_to = request.GET.get('date_to') if date_to: query_params['filtering']['created__lte'] = date_to ### KEYWORD SEARCHING q = request.GET.get('q', None) if q: qset = ( Q(title__icontains=q) | Q(description__icontains=q) | Q(resolution__icontains=q) | Q(submitter_email__icontains=q) ) context = dict(context, query=q) query_params['other_filter'] = qset ### SORTING sort = request.GET.get('sort', None) if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'): sort = 'created' query_params['sorting'] = sort sortreverse = request.GET.get('sortreverse', None) query_params['sortreverse'] = sortreverse tickets = base_tickets.select_related() try: ticket_qs = apply_query(tickets, query_params) except ValidationError: # invalid parameters in query, return default query query_params = { 'filtering': {'status__in': [1, 2, 3]}, 'sorting': 'created', } ticket_qs = apply_query(tickets, query_params) ticket_paginator = paginator.Paginator(ticket_qs, request.user.usersettings.settings.get('tickets_per_page') or 20) try: page = int(request.GET.get('page', '1')) except ValueError: page = 1 try: tickets = ticket_paginator.page(page) except (paginator.EmptyPage, paginator.InvalidPage): tickets = ticket_paginator.page(ticket_paginator.num_pages) search_message = '' if 'query' in context and settings.DATABASES['default']['ENGINE'].endswith('sqlite'): search_message = _('

Note: Your keyword search is case sensitive because of your database. This means the search will not be accurate. By switching to a different database system you will gain better searching! For more information, read the Django Documentation on string matching in SQLite.') try: import pickle except ImportError: import cPickle as pickle from helpdesk.lib import b64encode urlsafe_query = b64encode(pickle.dumps(query_params)) user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True)) querydict = request.GET.copy() querydict.pop('page', 1) return render_to_response('helpdesk/ticket_list.html', RequestContext(request, dict( context, query_string=querydict.urlencode(), tickets=tickets, user_choices=User.objects.filter(is_active=True,is_staff=True), queue_choices=user_queues, status_choices=Ticket.STATUS_CHOICES, urlsafe_query=urlsafe_query, user_saved_queries=user_saved_queries, query_params=query_params, from_saved_query=from_saved_query, saved_query=saved_query, search_message=search_message, ))) ticket_list = staff_member_required(ticket_list) def edit_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if request.method == 'POST': form = EditTicketForm(request.POST, instance=ticket) if form.is_valid(): ticket = form.save() return HttpResponseRedirect(ticket.get_absolute_url()) else: form = EditTicketForm(instance=ticket) return render_to_response('helpdesk/edit_ticket.html', RequestContext(request, { 'form': form, })) edit_ticket = staff_member_required(edit_ticket) def create_ticket(request): if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS: assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD) else: assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD) if request.method == 'POST': form = TicketForm(request.POST, request.FILES) form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()] form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.get_username()] for u in assignable_users] if form.is_valid(): ticket = form.save(user=request.user) if _has_access_to_queue(request.user, ticket.queue): return HttpResponseRedirect(ticket.get_absolute_url()) else: return HttpResponseRedirect(reverse('helpdesk_dashboard')) else: initial_data = {} if request.user.usersettings.settings.get('use_email_as_submitter', False) and request.user.email: initial_data['submitter_email'] = request.user.email if 'queue' in request.GET: initial_data['queue'] = request.GET['queue'] form = TicketForm(initial=initial_data) form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()] form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.get_username()] for u in assignable_users] if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO: form.fields['assigned_to'].widget = forms.HiddenInput() return render_to_response('helpdesk/create_ticket.html', RequestContext(request, { 'form': form, })) create_ticket = staff_member_required(create_ticket) def raw_details(request, type): # TODO: This currently only supports spewing out 'PreSetReply' objects, # in the future it needs to be expanded to include other items. All it # does is return a plain-text representation of an object. if not type in ('preset',): raise Http404 if type == 'preset' and request.GET.get('id', False): try: preset = PreSetReply.objects.get(id=request.GET.get('id')) return HttpResponse(preset.body) except PreSetReply.DoesNotExist: raise Http404 raise Http404 raw_details = staff_member_required(raw_details) def hold_ticket(request, ticket_id, unhold=False): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if unhold: ticket.on_hold = False title = _('Ticket taken off hold') else: ticket.on_hold = True title = _('Ticket placed on hold') f = FollowUp( ticket = ticket, user = request.user, title = title, date = timezone.now(), public = True, ) f.save() ticket.save() return HttpResponseRedirect(ticket.get_absolute_url()) hold_ticket = staff_member_required(hold_ticket) def unhold_ticket(request, ticket_id): return hold_ticket(request, ticket_id, unhold=True) unhold_ticket = staff_member_required(unhold_ticket) def rss_list(request): return render_to_response('helpdesk/rss_list.html', RequestContext(request, { 'queues': Queue.objects.all(), })) rss_list = staff_member_required(rss_list) def report_index(request): number_tickets = Ticket.objects.all().count() saved_query = request.GET.get('saved_query', None) return render_to_response('helpdesk/report_index.html', RequestContext(request, { 'number_tickets': number_tickets, 'saved_query': saved_query, })) report_index = staff_member_required(report_index) def run_report(request, report): if Ticket.objects.all().count() == 0 or report not in ('queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus', 'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'): return HttpResponseRedirect(reverse("helpdesk_report_index")) report_queryset = Ticket.objects.all().select_related().filter( queue__in=_get_user_queues(request.user) ) from_saved_query = False saved_query = None if request.GET.get('saved_query', None): from_saved_query = True try: saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query')) except SavedSearch.DoesNotExist: return HttpResponseRedirect(reverse('helpdesk_report_index')) if not (saved_query.shared or saved_query.user == request.user): return HttpResponseRedirect(reverse('helpdesk_report_index')) try: import pickle except ImportError: import cPickle as pickle from helpdesk.lib import b64decode query_params = pickle.loads(b64decode(str(saved_query.query))) report_queryset = apply_query(report_queryset, query_params) from collections import defaultdict summarytable = defaultdict(int) # a second table for more complex queries summarytable2 = defaultdict(int) month_name = lambda m: MONTHS_3[m].title() first_ticket = Ticket.objects.all().order_by('created')[0] first_month = first_ticket.created.month first_year = first_ticket.created.year last_ticket = Ticket.objects.all().order_by('-created')[0] last_month = last_ticket.created.month last_year = last_ticket.created.year periods = [] year, month = first_year, first_month working = True periods.append("%s %s" % (month_name(month), year)) while working: month += 1 if month > 12: year += 1 month = 1 if (year > last_year) or (month > last_month and year >= last_year): working = False periods.append("%s %s" % (month_name(month), year)) if report == 'userpriority': title = _('User by Priority') col1heading = _('User') possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES] charttype = 'bar' elif report == 'userqueue': title = _('User by Queue') col1heading = _('User') queue_options = _get_user_queues(request.user) possible_options = [q.title for q in queue_options] charttype = 'bar' elif report == 'userstatus': title = _('User by Status') col1heading = _('User') possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES] charttype = 'bar' elif report == 'usermonth': title = _('User by Month') col1heading = _('User') possible_options = periods charttype = 'date' elif report == 'queuepriority': title = _('Queue by Priority') col1heading = _('Queue') possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES] charttype = 'bar' elif report == 'queuestatus': title = _('Queue by Status') col1heading = _('Queue') possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES] charttype = 'bar' elif report == 'queuemonth': title = _('Queue by Month') col1heading = _('Queue') possible_options = periods charttype = 'date' elif report == 'daysuntilticketclosedbymonth': title = _('Days until ticket closed by Month') col1heading = _('Queue') possible_options = periods charttype = 'date' metric3 = False for ticket in report_queryset: if report == 'userpriority': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s' % ticket.get_priority_display() elif report == 'userqueue': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s' % ticket.queue.title elif report == 'userstatus': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s' % ticket.get_status_display() elif report == 'usermonth': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s %s' % (month_name(ticket.created.month), ticket.created.year) elif report == 'queuepriority': metric1 = u'%s' % ticket.queue.title metric2 = u'%s' % ticket.get_priority_display() elif report == 'queuestatus': metric1 = u'%s' % ticket.queue.title metric2 = u'%s' % ticket.get_status_display() elif report == 'queuemonth': metric1 = u'%s' % ticket.queue.title metric2 = u'%s %s' % (month_name(ticket.created.month), ticket.created.year) elif report == 'daysuntilticketclosedbymonth': metric1 = u'%s' % ticket.queue.title metric2 = u'%s %s' % (month_name(ticket.created.month), ticket.created.year) metric3 = ticket.modified - ticket.created metric3 = metric3.days summarytable[metric1, metric2] += 1 if metric3: if report == 'daysuntilticketclosedbymonth': summarytable2[metric1, metric2] += metric3 table = [] if report == 'daysuntilticketclosedbymonth': for key in summarytable2.keys(): summarytable[key] = summarytable2[key] / summarytable[key] header1 = sorted(set(list(i for i, _ in summarytable.keys()))) column_headings = [col1heading] + possible_options # Pivot the data so that 'header1' fields are always first column # in the row, and 'possible_options' are always the 2nd - nth columns. for item in header1: data = [] for hdr in possible_options: data.append(summarytable[item, hdr]) table.append([item] + data) return render_to_response('helpdesk/report_output.html', RequestContext(request, { 'title': title, 'charttype': charttype, 'data': table, 'headings': column_headings, 'from_saved_query': from_saved_query, 'saved_query': saved_query, })) run_report = staff_member_required(run_report) def save_query(request): title = request.POST.get('title', None) shared = request.POST.get('shared', False) query_encoded = request.POST.get('query_encoded', None) if not title or not query_encoded: return HttpResponseRedirect(reverse('helpdesk_list')) query = SavedSearch(title=title, shared=shared, query=query_encoded, user=request.user) query.save() return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk_list'), query.id)) save_query = staff_member_required(save_query) def delete_saved_query(request, id): query = get_object_or_404(SavedSearch, id=id, user=request.user) if request.method == 'POST': query.delete() return HttpResponseRedirect(reverse('helpdesk_list')) else: return render_to_response('helpdesk/confirm_delete_saved_query.html', RequestContext(request, { 'query': query, })) delete_saved_query = staff_member_required(delete_saved_query) def user_settings(request): s = request.user.usersettings if request.POST: form = UserSettingsForm(request.POST) if form.is_valid(): s.settings = form.cleaned_data s.save() else: form = UserSettingsForm(s.settings) return render_to_response('helpdesk/user_settings.html', RequestContext(request, { 'form': form, })) user_settings = staff_member_required(user_settings) def email_ignore(request): return render_to_response('helpdesk/email_ignore_list.html', RequestContext(request, { 'ignore_list': IgnoreEmail.objects.all(), })) email_ignore = superuser_required(email_ignore) def email_ignore_add(request): if request.method == 'POST': form = EmailIgnoreForm(request.POST) if form.is_valid(): ignore = form.save() return HttpResponseRedirect(reverse('helpdesk_email_ignore')) else: form = EmailIgnoreForm(request.GET) return render_to_response('helpdesk/email_ignore_add.html', RequestContext(request, { 'form': form, })) email_ignore_add = superuser_required(email_ignore_add) def email_ignore_del(request, id): ignore = get_object_or_404(IgnoreEmail, id=id) if request.method == 'POST': ignore.delete() return HttpResponseRedirect(reverse('helpdesk_email_ignore')) else: return render_to_response('helpdesk/email_ignore_del.html', RequestContext(request, { 'ignore': ignore, })) email_ignore_del = superuser_required(email_ignore_del) def ticket_cc(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() copies_to = ticket.ticketcc_set.all() return render_to_response('helpdesk/ticket_cc_list.html', RequestContext(request, { 'copies_to': copies_to, 'ticket': ticket, })) ticket_cc = staff_member_required(ticket_cc) def ticket_cc_add(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if request.method == 'POST': form = TicketCCForm(request.POST) if form.is_valid(): ticketcc = form.save(commit=False) ticketcc.ticket = ticket ticketcc.save() return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': ticket.id})) else: form = TicketCCForm() return render_to_response('helpdesk/ticket_cc_add.html', RequestContext(request, { 'ticket': ticket, 'form': form, })) ticket_cc_add = staff_member_required(ticket_cc_add) def ticket_cc_del(request, ticket_id, cc_id): cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id) if request.method == 'POST': cc.delete() return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': cc.ticket.id})) return render_to_response('helpdesk/ticket_cc_del.html', RequestContext(request, { 'cc': cc, })) ticket_cc_del = staff_member_required(ticket_cc_del) def ticket_dependency_add(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if request.method == 'POST': form = TicketDependencyForm(request.POST) if form.is_valid(): ticketdependency = form.save(commit=False) ticketdependency.ticket = ticket if ticketdependency.ticket != ticketdependency.depends_on: ticketdependency.save() return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id])) else: form = TicketDependencyForm() return render_to_response('helpdesk/ticket_dependency_add.html', RequestContext(request, { 'ticket': ticket, 'form': form, })) ticket_dependency_add = staff_member_required(ticket_dependency_add) def ticket_dependency_del(request, ticket_id, dependency_id): dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, id=dependency_id) if request.method == 'POST': dependency.delete() return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id])) return render_to_response('helpdesk/ticket_dependency_del.html', RequestContext(request, { 'dependency': dependency, })) ticket_dependency_del = staff_member_required(ticket_dependency_del) def attachment_del(request, ticket_id, attachment_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() attachment = get_object_or_404(Attachment, id=attachment_id) attachment.delete() return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id])) attachment_del = staff_member_required(attachment_del) def calc_average_nbr_days_until_ticket_resolved(Tickets): nbr_closed_tickets = len(Tickets) days_per_ticket = 0 days_each_ticket = list() for ticket in Tickets: time_ticket_open = ticket.modified - ticket.created days_this_ticket = time_ticket_open.days days_per_ticket += days_this_ticket days_each_ticket.append(days_this_ticket) if nbr_closed_tickets > 0: mean_per_ticket = days_per_ticket / nbr_closed_tickets else: mean_per_ticket = 0 return mean_per_ticket def calc_basic_ticket_stats(Tickets): # all not closed tickets (open, reopened, resolved,) - independent of user all_open_tickets = Tickets.exclude(status = Ticket.CLOSED_STATUS) today = datetime.today() date_30 = date_rel_to_today(today, 30) date_60 = date_rel_to_today(today, 60) date_30_str = date_30.strftime('%Y-%m-%d') date_60_str = date_60.strftime('%Y-%m-%d') # > 0 & <= 30 ota_le_30 = all_open_tickets.filter(created__gte = date_30_str) N_ota_le_30 = len(ota_le_30) # >= 30 & <= 60 ota_le_60_ge_30 = all_open_tickets.filter(created__gte = date_60_str, created__lte = date_30_str) N_ota_le_60_ge_30 = len(ota_le_60_ge_30) # >= 60 ota_ge_60 = all_open_tickets.filter(created__lte = date_60_str) N_ota_ge_60 = len(ota_ge_60) # (O)pen (T)icket (S)tats ots = list() # label, number entries, color, sort_string ots.append(['< 30 days', N_ota_le_30, get_color_for_nbr_days(N_ota_le_30), sort_string(date_30_str, ''), ]) ots.append(['30 - 60 days', N_ota_le_60_ge_30, get_color_for_nbr_days(N_ota_le_60_ge_30), sort_string(date_60_str, date_30_str), ]) ots.append(['> 60 days', N_ota_ge_60, get_color_for_nbr_days(N_ota_ge_60), sort_string('', date_60_str), ]) # all closed tickets - independent of user. all_closed_tickets = Tickets.filter(status = Ticket.CLOSED_STATUS) average_nbr_days_until_ticket_closed = calc_average_nbr_days_until_ticket_resolved(all_closed_tickets) # all closed tickets that were opened in the last 60 days. all_closed_last_60_days = all_closed_tickets.filter(created__gte = date_60_str) average_nbr_days_until_ticket_closed_last_60_days = calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days) # put together basic stats basic_ticket_stats = { 'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed, 'average_nbr_days_until_ticket_closed_last_60_days': average_nbr_days_until_ticket_closed_last_60_days, 'open_ticket_stats': ots, } return basic_ticket_stats def get_color_for_nbr_days(nbr_days): ''' ''' if nbr_days < 5: color_string = 'green' elif nbr_days >= 5 and nbr_days < 10: color_string = 'orange' else: # more than 10 days color_string = 'red' return color_string def days_since_created(today, ticket): return (today - ticket.created).days def date_rel_to_today(today, offset): return today - timedelta(days = offset) def sort_string(begin, end): return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' %(begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)