""" 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 ..lib import format_time_spent from ..templated_email import send_templated_mail from collections import defaultdict from copy import deepcopy from datetime import date, datetime, timedelta from django.conf import settings from django.contrib.auth import get_user_model from django.contrib.auth.decorators import user_passes_test from django.contrib.contenttypes.models import ContentType from django.core.exceptions import PermissionDenied, ValidationError from django.core.handlers.wsgi import WSGIRequest from django.core.paginator import EmptyPage, PageNotAnInteger, Paginator from django.db.models import Q from django.http import Http404, HttpResponse, HttpResponseRedirect, JsonResponse from django.shortcuts import get_object_or_404, redirect, render from django.urls import reverse, reverse_lazy from django.utils import timezone from django.utils.html import escape from django.utils.translation import gettext as _ from django.views.decorators.csrf import requires_csrf_token from django.views.generic.edit import FormView, UpdateView from helpdesk import settings as helpdesk_settings from helpdesk.decorators import ( helpdesk_staff_member_required, helpdesk_superuser_required, is_helpdesk_staff, superuser_required ) from helpdesk.forms import ( CUSTOMFIELD_DATE_FORMAT, EditFollowUpForm, EditTicketForm, EmailIgnoreForm, MultipleTicketSelectForm, TicketCCEmailForm, TicketCCForm, TicketCCUserForm, TicketDependencyForm, TicketForm, UserSettingsForm ) from helpdesk.lib import process_attachments, queue_template_context, safe_template_context from helpdesk.models import ( CustomField, FollowUp, FollowUpAttachment, IgnoreEmail, PreSetReply, Queue, SavedSearch, Ticket, TicketCC, TicketChange, TicketCustomFieldValue, TicketDependency, UserSettings ) from helpdesk.query import get_query_class, query_from_base64, query_to_base64 from helpdesk.user import HelpdeskUser import helpdesk.views.abstract_views as abstract_views from helpdesk.views.permissions import MustBeStaffMixin import json import re from rest_framework import status from rest_framework.decorators import api_view import typing if helpdesk_settings.HELPDESK_KB_ENABLED: from helpdesk.models import KBItem DATE_RE: re.Pattern = re.compile( r'(?P\d{1,2})/(?P\d{1,2})/(?P\d{4})$' ) User = get_user_model() Query = get_query_class() 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) def _get_queue_choices(queues): """Return list of `choices` array for html form for given queues idea is to return only one choice if there is only one queue or add empty choice at the beginning of the list, if there are more queues """ queue_choices = [] if len(queues) > 1: queue_choices = [('', '--------')] queue_choices += [(q.id, q.title) for q in queues] return queue_choices @helpdesk_staff_member_required 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. """ # user settings num tickets per page if request.user.is_authenticated and hasattr(request.user, 'usersettings_helpdesk'): tickets_per_page = request.user.usersettings_helpdesk.tickets_per_page else: tickets_per_page = 25 # page vars for the three ticket tables user_tickets_page = request.GET.get(_('ut_page'), 1) user_tickets_closed_resolved_page = request.GET.get(_('utcr_page'), 1) all_tickets_reported_by_current_user_page = request.GET.get( _('atrbcu_page'), 1) huser = HelpdeskUser(request.user) active_tickets = Ticket.objects.select_related('queue').exclude( status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS], ) # open & reopened tickets, assigned to current user tickets = active_tickets.filter( assigned_to=request.user, ) # 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 = huser.get_queues() unassigned_tickets = active_tickets.filter( assigned_to__isnull=True, kbitem__isnull=True, queue__in=user_queues ) kbitems = huser.get_assigned_kb_items() # 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_in_queues = Ticket.objects.filter( queue__in=user_queues, ) basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues) # 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 # code never used (and prone to sql injections) # queues = HelpdeskUser(request.user).get_queues().values_list('id', flat=True) # from_clause = """FROM helpdesk_ticket t, # helpdesk_queue q""" # if queues: # where_clause = """WHERE q.id = t.queue_id AND # q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues))) # else: # where_clause = """WHERE q.id = t.queue_id""" # get user assigned tickets page paginator = Paginator( tickets, tickets_per_page) try: tickets = paginator.page(user_tickets_page) except PageNotAnInteger: tickets = paginator.page(1) except EmptyPage: tickets = paginator.page( paginator.num_pages) # get user completed tickets page paginator = Paginator( tickets_closed_resolved, tickets_per_page) try: tickets_closed_resolved = paginator.page( user_tickets_closed_resolved_page) except PageNotAnInteger: tickets_closed_resolved = paginator.page(1) except EmptyPage: tickets_closed_resolved = paginator.page( paginator.num_pages) # get user submitted tickets page paginator = Paginator( all_tickets_reported_by_current_user, tickets_per_page) try: all_tickets_reported_by_current_user = paginator.page( all_tickets_reported_by_current_user_page) except PageNotAnInteger: all_tickets_reported_by_current_user = paginator.page(1) except EmptyPage: all_tickets_reported_by_current_user = paginator.page( paginator.num_pages) return render(request, 'helpdesk/dashboard.html', { 'user_tickets': tickets, 'user_tickets_closed_resolved': tickets_closed_resolved, 'unassigned_tickets': unassigned_tickets, 'kbitems': kbitems, 'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user, 'basic_ticket_stats': basic_ticket_stats, }) dashboard = staff_member_required(dashboard) def ticket_perm_check(request, ticket): huser = HelpdeskUser(request.user) if not huser.can_access_queue(ticket.queue): raise PermissionDenied() if not huser.can_access_ticket(ticket): raise PermissionDenied() @helpdesk_staff_member_required def delete_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) if request.method == 'GET': return render(request, 'helpdesk/delete_ticket.html', { 'ticket': ticket, 'next': request.GET.get('next', 'home') }) else: ticket.delete() redirect_to = 'helpdesk:home' if request.POST.get('next') == 'dashboard': redirect_to = 'helpdesk:dashboard' return HttpResponseRedirect(reverse(redirect_to)) delete_ticket = staff_member_required(delete_ticket) @helpdesk_staff_member_required 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) ticket_perm_check(request, ticket) 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, 'time_spent': format_time_spent(followup.time_spent), }) ticketcc_string, __ = \ return_ticketccstring_and_show_subscribe(request.user, ticket) return render(request, 'helpdesk/followup_edit.html', { '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'] time_spent = form.cleaned_data['time_spent'] # 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, time_spent=time_spent) # 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 = FollowUpAttachment.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) @helpdesk_staff_member_required 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) @helpdesk_staff_member_required def view_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) 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. show_subscribe = return_ticketccstring_and_show_subscribe( request.user, ticket )[1] 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) queues = HelpdeskUser(request.user).get_queues() queue_choices = _get_queue_choices(queues) # TODO: shouldn't this template get a form to begin with? form = TicketForm(initial={'due_date': ticket.due_date}, queue_choices=queue_choices) ticketcc_string, show_subscribe = \ return_ticketccstring_and_show_subscribe(request.user, ticket) submitter_userprofile = ticket.get_submitter_userprofile() if submitter_userprofile is not None: content_type = ContentType.objects.get_for_model(submitter_userprofile) submitter_userprofile_url = reverse( 'admin:{app}_{model}_change'.format( app=content_type.app_label, model=content_type.model), kwargs={'object_id': submitter_userprofile.id} ) else: submitter_userprofile_url = None return render(request, 'helpdesk/ticket.html', { 'ticket': ticket, 'submitter_userprofile_url': submitter_userprofile_url, '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, }) 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() try: useremail = user.email.upper() except AttributeError: useremail = "" 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_this_entry if i < counter_all_ticketcc: 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() strings_to_check = list() if ticket.submitter_email is not None: submitter_email = ticket.submitter_email.upper() strings_to_check.append(submitter_email) strings_to_check.append(assignedto_username) 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): if ticket is not None: queryset = TicketCC.objects.filter( ticket=ticket, user=user, email=email) # Don't create duplicate entries for subscribers if queryset.count() > 0: return queryset.first() if user is None and len(email) < 5: raise ValidationError( _('When you add somebody on Cc, you must provide either a User or a valid email. Email: %s' % email) ) ticketcc = TicketCC( ticket=ticket, user=user, email=email, can_view=can_view, can_update=can_update ) ticketcc.save() return ticketcc def subscribe_staff_member_to_ticket(ticket, user, email='', can_view=True, can_update=False): """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 get_ticket_from_request_with_authorisation( request: WSGIRequest, ticket_id: str, public: bool ) -> typing.Union[ Ticket, typing.NoReturn ]: """Gets a ticket from the public status and if the user is authenticated and has permissions to update tickets Raises: Http404 when the ticket can not be found or the user lacks permission """ if not (public or ( request.user.is_authenticated and request.user.is_active and ( is_helpdesk_staff(request.user) or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))): key = request.POST.get('key') email = request.POST.get('mail') if key and email: ticket = Ticket.objects.get( id=ticket_id, submitter_email__iexact=email, secret_key__iexact=key ) if not ticket: return HttpResponseRedirect( '%s?next=%s' % (reverse('helpdesk:login'), request.path) ) return get_object_or_404(Ticket, id=ticket_id) def get_due_date_from_request_or_ticket( request: WSGIRequest, ticket: Ticket ) -> typing.Optional[datetime.date]: """Tries to locate the due date for a ticket from the `request.POST` 'due_date' parameter or the `due_date_*` paramaters. """ due_date = request.POST.get('due_date', None) or None if due_date is not None: # based on Django code to parse dates: # https://docs.djangoproject.com/en/2.0/_modules/django/utils/dateparse/ match = DATE_RE.match(due_date) if match: kw = {k: int(v) for k, v in match.groupdict().items()} due_date = date(**kw) else: 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)) # old way, probably deprecated? if not (due_date_year and due_date_month and due_date_day): due_date = ticket.due_date else: # NOTE: must be an easier way to create a new date than doing it # this way? 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) return due_date def get_and_set_ticket_status( new_status: str, ticket: Ticket, follow_up: FollowUp ) -> typing.Tuple[str, str]: """Performs comparision on previous status to new status, updating the title as required. Returns: The old status as a display string, old status code string """ old_status_str = ticket.get_status_display() old_status = ticket.status if new_status != ticket.status: ticket.status = new_status ticket.save() follow_up.new_status = new_status if follow_up.title: follow_up.title += ' and %s' % ticket.get_status_display() else: follow_up.title = '%s' % ticket.get_status_display() if not follow_up.title: if follow_up.comment: follow_up.title = _('Comment') else: follow_up.title = _('Updated') follow_up.save() return (old_status_str, old_status) def get_time_spent_from_request(request: WSGIRequest) -> typing.Optional[timedelta]: if request.POST.get("time_spent"): (hours, minutes) = [int(f) for f in request.POST.get("time_spent").split(":")] return timedelta(hours=hours, minutes=minutes) return None def update_messages_sent_to_by_public_and_status( public: bool, ticket: Ticket, follow_up: FollowUp, context: str, messages_sent_to: typing.List[str], files: typing.List[typing.Tuple[str, str]] ) -> Ticket: """Sets the status of the ticket""" if public and ( follow_up.comment or ( follow_up.new_status in ( Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ) ) ): if follow_up.new_status == Ticket.RESOLVED_STATUS: template = 'resolved_' elif follow_up.new_status == Ticket.CLOSED_STATUS: template = 'closed_' else: template = 'updated_' roles = { 'submitter': (template + 'submitter', context), 'ticket_cc': (template + 'cc', context), } if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change: roles['assigned_to'] = (template + 'cc', context) messages_sent_to.update( ticket.send( roles, dont_send_to=messages_sent_to, fail_silently=True, files=files ) ) return ticket def add_staff_subscription( request: WSGIRequest, ticket: Ticket ) -> None: """Auto subscribe the staff member if that's what the settigs say and the user is authenticated and a staff member""" if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE and request.user.is_authenticated: SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe( request.user, ticket )[1] if SHOW_SUBSCRIBE: subscribe_staff_member_to_ticket(ticket, request.user) def get_template_staff_and_template_cc( reassigned, follow_up: FollowUp ) -> typing.Tuple[str, str]: if reassigned: template_staff = 'assigned_owner' elif follow_up.new_status == Ticket.RESOLVED_STATUS: template_staff = 'resolved_owner' elif follow_up.new_status == Ticket.CLOSED_STATUS: template_staff = 'closed_owner' else: template_staff = 'updated_owner' if reassigned: template_cc = 'assigned_cc' elif follow_up.new_status == Ticket.RESOLVED_STATUS: template_cc = 'resolved_cc' elif follow_up.new_status == Ticket.CLOSED_STATUS: template_cc = 'closed_cc' else: template_cc = 'updated_cc' return template_staff, template_cc def update_ticket(request, ticket_id, public=False): ticket = get_ticket_from_request_with_authorisation(request, ticket_id, public) 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)) time_spent = get_time_spent_from_request(request) # NOTE: jQuery's default for dates is mm/dd/yy # very US-centric but for now that's the only format supported # until we clean up code to internationalize a little more due_date = get_due_date_from_request_or_ticket(request, ticket) 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. context = safe_template_context(ticket) from django.template import engines template_func = engines['django'].from_string # this prevents system from trying to render any template tags # broken into two stages to prevent changes from first replace being themselves # changed by the second replace due to conflicting syntax comment = comment.replace( '{%', 'X-HELPDESK-COMMENT-VERBATIM').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM') comment = comment.replace( 'X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%' ).replace( 'X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}' ) # render the neutralized template comment = template_func(comment).render(context) if owner == -1 and ticket.assigned_to: owner = ticket.assigned_to.id f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment, time_spent=time_spent) if is_helpdesk_staff(request.user): f.user = request.user f.public = public reassigned = False old_owner = ticket.assigned_to if owner != -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 old_status_str, old_status = get_and_set_ticket_status(new_status, ticket, f) files = process_attachments(f, request.FILES.getlist('attachment')) if request.FILES else [] if title and title != ticket.title: c = TicketChange( followup=f, field=_('Title'), old_value=ticket.title, new_value=title, ) c.save() ticket.title = title if new_status != old_status: c = TicketChange( followup=f, field=_('Status'), old_value=old_status_str, new_value=ticket.get_status_display(), ) c.save() if ticket.assigned_to != old_owner: c = TicketChange( followup=f, field=_('Owner'), old_value=old_owner, new_value=ticket.assigned_to, ) c.save() 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 ) and ( new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None ): ticket.resolution = comment # 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, ) messages_sent_to = set() try: messages_sent_to.add(request.user.email) except AttributeError: pass ticket = update_messages_sent_to_by_public_and_status( public, ticket, f, context, messages_sent_to, files ) template_staff, template_cc = get_template_staff_and_template_cc(reassigned, f) if ticket.assigned_to and ( ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change or (reassigned and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign) ): messages_sent_to.update(ticket.send( {'assigned_to': (template_staff, context)}, dont_send_to=messages_sent_to, fail_silently=True, files=files, )) messages_sent_to.update(ticket.send( {'ticket_cc': (template_cc, context)}, dont_send_to=messages_sent_to, fail_silently=True, files=files, )) ticket.save() # auto subscribe user if enabled add_staff_subscription(request, ticket) return return_to_ticket(request.user, helpdesk_settings, ticket) def return_to_ticket(user, helpdesk_settings, ticket): """Helper function for update_ticket""" if is_helpdesk_staff(user): return HttpResponseRedirect(ticket.get_absolute_url()) else: return HttpResponseRedirect(ticket.ticket_url) @helpdesk_staff_member_required 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' if action == 'kbitem_none': kbitem = None action = 'set_kbitem' if action.startswith('kbitem_'): parts = action.split('_') kbitem = KBItem.objects.get(id=parts[1]) action = 'set_kbitem' elif action == 'take': user = request.user action = 'assign' elif action == 'merge': # Redirect to the Merge View with selected tickets id in the GET # request return redirect( reverse('helpdesk:merge_tickets') + '?' + '&'.join(['tickets=%s' % ticket_id for ticket_id in tickets]) ) huser = HelpdeskUser(request.user) for t in Ticket.objects.filter(id__in=tickets): if not huser.can_access_queue(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 == 'set_kbitem': t.kbitem = kbitem t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('KBItem set in bulk update'), public=False, 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=queue_template_context(t.queue)) messages_sent_to = set() try: messages_sent_to.add(request.user.email) except AttributeError: pass roles = { 'submitter': ('closed_submitter', context), 'ticket_cc': ('closed_cc', context), } if t.assigned_to and t.assigned_to.usersettings_helpdesk.email_on_ticket_change: roles['assigned_to'] = ('closed_owner', context) messages_sent_to.update(t.send( roles, dont_send_to=messages_sent_to, fail_silently=True, )) elif action == 'delete': t.delete() return HttpResponseRedirect(reverse('helpdesk:list')) mass_update = staff_member_required(mass_update) # Prepare ticket attributes which will be displayed in the table to choose # which value to keep when merging TICKET_ATTRIBUTES = ( ('created', _('Created date')), ('due_date', _('Due on')), ('get_status_display', _('Status')), ('submitter_email', _('Submitter email')), ('assigned_to', _('Owner')), ('description', _('Description')), ('resolution', _('Resolution')), ) def merge_ticket_values( request: WSGIRequest, tickets: typing.List[Ticket], custom_fields ) -> None: for ticket in tickets: ticket.values = {} # Prepare the value for each attributes of this ticket for attribute, __ in TICKET_ATTRIBUTES: value = getattr(ticket, attribute, TicketCustomFieldValue.default_value) # Check if attr is a get_FIELD_display if attribute.startswith('get_') and attribute.endswith('_display'): # Hack to call methods like get_FIELD_display() value = getattr(ticket, attribute, TicketCustomFieldValue.default_value)() ticket.values[attribute] = { 'value': value, 'checked': str(ticket.id) == request.POST.get(attribute) } # Prepare the value for each custom fields of this ticket for custom_field in custom_fields: try: value = ticket.ticketcustomfieldvalue_set.get( field=custom_field).value except (TicketCustomFieldValue.DoesNotExist, ValueError): value = TicketCustomFieldValue.default_value ticket.values[custom_field.name] = { 'value': value, 'checked': str(ticket.id) == request.POST.get(custom_field.name) } def redirect_from_chosen_ticket( request, chosen_ticket, tickets, custom_fields ) -> HttpResponseRedirect: # Save ticket fields values for attribute, __ in TICKET_ATTRIBUTES: id_for_attribute = request.POST.get(attribute) if id_for_attribute != chosen_ticket.id: try: selected_ticket = tickets.get(id=id_for_attribute) except (Ticket.DoesNotExist, ValueError): continue # Check if attr is a get_FIELD_display if attribute.startswith('get_') and attribute.endswith('_display'): # Keep only the FIELD part attribute = attribute[4:-8] # Get value from selected ticket and then save it on # the chosen ticket value = getattr(selected_ticket, attribute) setattr(chosen_ticket, attribute, value) # Save custom fields values for custom_field in custom_fields: id_for_custom_field = request.POST.get(custom_field.name) if id_for_custom_field != chosen_ticket.id: try: selected_ticket = tickets.get( id=id_for_custom_field) except (Ticket.DoesNotExist, ValueError): continue # Check if the value for this ticket custom field # exists try: value = selected_ticket.ticketcustomfieldvalue_set.get( field=custom_field).value except TicketCustomFieldValue.DoesNotExist: continue # Create the custom field value or update it with the # value from the selected ticket custom_field_value, created = chosen_ticket.ticketcustomfieldvalue_set.get_or_create( field=custom_field, defaults={'value': value} ) if not created: custom_field_value.value = value custom_field_value.save(update_fields=['value']) # Save changes chosen_ticket.save() # For other tickets, save the link to the ticket in which they have been merged to # and set status to DUPLICATE for ticket in tickets.exclude(id=chosen_ticket.id): ticket.merged_to = chosen_ticket ticket.status = Ticket.DUPLICATE_STATUS ticket.save() # Send mail to submitter email and ticket CC to let them # know ticket has been merged context = safe_template_context(ticket) if ticket.submitter_email: send_templated_mail( template_name='merged', context=context, recipients=[ticket.submitter_email], bcc=[ cc.email_address for cc in ticket.ticketcc_set.select_related('user')], sender=ticket.queue.from_address, fail_silently=True ) # Move all followups and update their title to know they # come from another ticket ticket.followup_set.update( ticket=chosen_ticket, # Next might exceed maximum 200 characters limit title=_('[Merged from #%(id)d] %(title)s') % { 'id': ticket.id, 'title': ticket.title} ) # Add submitter_email, assigned_to email and ticketcc to # chosen ticket if necessary chosen_ticket.add_email_to_ticketcc_if_not_in( email=ticket.submitter_email) if ticket.assigned_to and ticket.assigned_to.email: chosen_ticket.add_email_to_ticketcc_if_not_in( email=ticket.assigned_to.email) for ticketcc in ticket.ticketcc_set.all(): chosen_ticket.add_email_to_ticketcc_if_not_in( ticketcc=ticketcc) return redirect(chosen_ticket) @staff_member_required def merge_tickets(request): """ An intermediate view to merge up to 3 tickets in one main ticket. The user has to first select which ticket will receive the other tickets information and can also choose which data to keep per attributes as well as custom fields. Follow-ups and ticketCC will be moved to the main ticket and other tickets won't be able to receive new answers. """ ticket_select_form = MultipleTicketSelectForm(request.GET or None) tickets = custom_fields = None if ticket_select_form.is_valid(): tickets = ticket_select_form.cleaned_data.get('tickets') custom_fields = CustomField.objects.all() merge_ticket_values(request, tickets, custom_fields) if request.method == 'POST': # Find which ticket has been chosen to be the main one try: chosen_ticket = tickets.get( id=request.POST.get('chosen_ticket')) except Ticket.DoesNotExist: ticket_select_form.add_error( field='tickets', error=_( 'Please choose a ticket in which the others will be merged into.') ) else: return redirect_from_chosen_ticket( request, chosen_ticket, tickets, custom_fields ) return render(request, 'helpdesk/ticket_merge.html', { 'tickets': tickets, 'ticket_attributes': TICKET_ATTRIBUTES, 'custom_fields': custom_fields, 'ticket_select_form': ticket_select_form }) def check_redirect_on_user_query(request, huser): """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_ = Ticket.queue_and_id_from_query(query) 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 = huser.get_tickets_in_queues().get(**filter_) return HttpResponseRedirect(ticket.staff_url) except Ticket.DoesNotExist: # Go on to standard keyword searching pass return None @helpdesk_staff_member_required def ticket_list(request): context = {} huser = HelpdeskUser(request.user) # Query_params will hold a dictionary of parameters relating to # a query, to be saved if needed: query_params = { 'filtering': {}, 'filtering_or': {}, 'sorting': None, 'sortreverse': False, 'search_string': '', } default_query_params = { 'filtering': { 'status__in': [1, 2], }, 'sorting': 'created', 'search_string': '', 'sortreverse': False, } #: check for a redirect, see function doc for details redirect = check_redirect_on_user_query(request, huser) if redirect: return redirect try: saved_query, query_params = load_saved_query(request, query_params) except QueryLoadError: return HttpResponseRedirect(reverse('helpdesk:list')) if saved_query: pass elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse', 'kbitem'}.intersection(request.GET): # Fall-back if no querying is being done query_params = deepcopy(default_query_params) else: filter_in_params = [ ('queue', 'queue__id__in'), ('assigned_to', 'assigned_to__id__in'), ('status', 'status__in'), ('kbitem', 'kbitem__in'), ] filter_null_params = dict([ ('queue', 'queue__id__isnull'), ('assigned_to', 'assigned_to__id__isnull'), ('status', 'status__isnull'), ('kbitem', 'kbitem__isnull'), ]) for param, filter_command in filter_in_params: if not request.GET.get(param) is None: patterns = request.GET.getlist(param) try: pattern_pks = [int(pattern) for pattern in patterns] if -1 in pattern_pks: query_params['filtering_or'][filter_null_params[param]] = True else: query_params['filtering_or'][filter_command] = pattern_pks query_params['filtering'][filter_command] = pattern_pks 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', '') context['query'] = q query_params['search_string'] = q # SORTING sort = request.GET.get('sort', None) if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority', 'kbitem'): sort = 'created' query_params['sorting'] = sort sortreverse = request.GET.get('sortreverse', None) query_params['sortreverse'] = sortreverse urlsafe_query = query_to_base64(query_params) user_saved_queries = SavedSearch.objects.filter( Q(user=request.user) | Q(shared__exact=True)) search_message = '' if query_params['search_string'] 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.') kbitem_choices = [] kbitem = [] if helpdesk_settings.HELPDESK_KB_ENABLED: kbitem_choices = [(item.pk, str(item)) for item in KBItem.objects.all()] kbitem = 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), kb_items=kbitem, 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, from_saved_query=saved_query is not None, saved_query=saved_query, search_message=search_message, helpdesk_settings=helpdesk_settings, )) ticket_list = staff_member_required(ticket_list) class QueryLoadError(Exception): pass def load_saved_query(request, query_params=None): saved_query = None if request.GET.get('saved_query', None): try: saved_query = SavedSearch.objects.get( Q(pk=request.GET.get('saved_query')) & ( Q(shared=True) | Q(user=request.user)) ) except (SavedSearch.DoesNotExist, ValueError): raise QueryLoadError() try: # we get a string like: b'stuff' # so leave of the first two chars (b') and last (') if saved_query.query.startswith('b\''): b64query = saved_query.query[2:-1] else: b64query = saved_query.query query_params = query_from_base64(b64query) except json.JSONDecodeError: raise QueryLoadError() return (saved_query, query_params) @helpdesk_staff_member_required @api_view(['GET']) def datatables_ticket_list(request, query): """ Datatable on ticket_list.html uses this view from to get objects to display on the table. query_tickets_by_args is at lib.py, DatatablesTicketSerializer is in serializers.py. The serializers and this view use django-rest_framework methods """ query = Query(HelpdeskUser(request.user), base64query=query) result = query.get_datatables_context(**request.query_params) return (JsonResponse(result, status=status.HTTP_200_OK)) @helpdesk_staff_member_required @api_view(['GET']) def timeline_ticket_list(request, query): query = Query(HelpdeskUser(request.user), base64query=query) return (JsonResponse(query.get_timeline_context(), status=status.HTTP_200_OK)) @helpdesk_staff_member_required def edit_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) form = EditTicketForm(request.POST or None, instance=ticket) if form.is_valid(): ticket = form.save() return redirect(ticket) return render(request, 'helpdesk/edit_ticket.html', {'form': form, 'ticket': ticket, 'errors': form.errors}) edit_ticket = staff_member_required(edit_ticket) class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixin, FormView): template_name = 'helpdesk/create_ticket.html' form_class = TicketForm def get_initial(self): initial_data = super().get_initial() return initial_data def get_form_kwargs(self): kwargs = super().get_form_kwargs() queues = HelpdeskUser(self.request.user).get_queues() kwargs["queue_choices"] = _get_queue_choices(queues) return kwargs def form_valid(self, form): self.ticket = form.save( user=self.request.user if self.request.user.is_authenticated else None) return super().form_valid(form) def get_success_url(self): request = self.request if HelpdeskUser(request.user).can_access_queue(self.ticket.queue): return self.ticket.get_absolute_url() else: return reverse('helpdesk:dashboard') @helpdesk_staff_member_required 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 type_ not 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) @helpdesk_staff_member_required @requires_csrf_token def hold_ticket(request, ticket_id, unhold=False): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) 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) @helpdesk_staff_member_required @requires_csrf_token def unhold_ticket(request, ticket_id): return hold_ticket(request, ticket_id, unhold=True) unhold_ticket = staff_member_required(unhold_ticket) @helpdesk_staff_member_required def rss_list(request): return render(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()}) rss_list = staff_member_required(rss_list) @helpdesk_staff_member_required def report_index(request): number_tickets = Ticket.objects.all().count() saved_query = request.GET.get('saved_query', None) user_queues = HelpdeskUser(request.user).get_queues() 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 = user_queues if user_queues else Queue.objects.all() dash_tickets = [] for queue in Queues: dash_ticket = { 'queue': queue.id, 'name': queue.title, 'open': queue.ticket_set.filter(status__in=[1, 2]).count(), 'resolved': queue.ticket_set.filter(status=3).count(), 'closed': queue.ticket_set.filter(status=4).count(), 'time_spent': format_time_spent(queue.time_spent), 'dedicated_time': format_time_spent(queue.dedicated_time) } dash_tickets.append(dash_ticket) return render(request, 'helpdesk/report_index.html', { 'number_tickets': number_tickets, 'saved_query': saved_query, 'basic_ticket_stats': basic_ticket_stats, 'dash_tickets': dash_tickets, }) report_index = staff_member_required(report_index) def get_report_queryset_or_redirect(request, report): if Ticket.objects.all().count() == 0 or report not in ( "queuemonth", "usermonth", "queuestatus", "queuepriority", "userstatus", "userpriority", "userqueue", "daysuntilticketclosedbymonth" ): return None, None, HttpResponseRedirect(reverse("helpdesk:report_index")) report_queryset = Ticket.objects.all().select_related().filter( queue__in=HelpdeskUser(request.user).get_queues() ) try: saved_query, query_params = load_saved_query(request) except QueryLoadError: return None, HttpResponseRedirect(reverse('helpdesk:report_index')) return report_queryset, query_params, saved_query, None @helpdesk_staff_member_required def run_report(request, report): report_queryset, query_params, saved_query, redirect = get_report_queryset_or_redirect( request, report ) if redirect: return redirect if request.GET.get('saved_query', None): Query(report_queryset, query_to_base64(query_params)) summarytable = defaultdict(int) # a second table for more complex queries summarytable2 = defaultdict(int) 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" % (year, month)) 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" % (year, month)) 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 = HelpdeskUser(request.user).get_queues() 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' % (ticket.created.year, ticket.created.month) 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' % (ticket.created.year, ticket.created.month) elif report == 'daysuntilticketclosedbymonth': metric1 = u'%s' % ticket.queue.title metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month) 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 # Prepare a dict to store totals for each possible option totals = {} # 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: if hdr not in totals.keys(): totals[hdr] = summarytable[item, hdr] else: totals[hdr] += summarytable[item, hdr] data.append(summarytable[item, hdr]) table.append([item] + data) # Zip data and headers together in one list for Morris.js charts # will get a list like [(Header1, Data1), (Header2, Data2)...] seriesnum = 0 morrisjs_data = [] for label in column_headings[1:]: seriesnum += 1 datadict = {"x": label} for n in range(0, len(table)): datadict[n] = table[n][seriesnum] morrisjs_data.append(datadict) series_names = [] for series in table: series_names.append(series[0]) # Add total row to table total_data = ['Total'] for hdr in possible_options: total_data.append(str(totals[hdr])) return render(request, 'helpdesk/report_output.html', { 'title': title, 'charttype': charttype, 'data': table, 'total_data': total_data, 'headings': column_headings, 'series_names': series_names, 'morrisjs_data': morrisjs_data, 'from_saved_query': saved_query is not None, 'saved_query': saved_query, }) run_report = staff_member_required(run_report) @helpdesk_staff_member_required def save_query(request): title = request.POST.get('title', None) shared = request.POST.get('shared', False) if shared == 'on': # django only translates '1', 'true', 't' into True shared = True 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) @helpdesk_staff_member_required def delete_saved_query(request, pk): query = get_object_or_404(SavedSearch, id=pk, user=request.user) if request.method == 'POST': query.delete() return HttpResponseRedirect(reverse('helpdesk:list')) else: return render(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query}) delete_saved_query = staff_member_required(delete_saved_query) class EditUserSettingsView(MustBeStaffMixin, UpdateView): template_name = 'helpdesk/user_settings.html' form_class = UserSettingsForm model = UserSettings success_url = reverse_lazy('helpdesk:dashboard') def get_object(self): return UserSettings.objects.get_or_create(user=self.request.user)[0] @helpdesk_superuser_required def email_ignore(request): return render(request, 'helpdesk/email_ignore_list.html', { 'ignore_list': IgnoreEmail.objects.all(), }) email_ignore = superuser_required(email_ignore) @helpdesk_superuser_required def email_ignore_add(request): if request.method == 'POST': form = EmailIgnoreForm(request.POST) if form.is_valid(): form.save() return HttpResponseRedirect(reverse('helpdesk:email_ignore')) else: form = EmailIgnoreForm(request.GET) return render(request, 'helpdesk/email_ignore_add.html', {'form': form}) email_ignore_add = superuser_required(email_ignore_add) @helpdesk_superuser_required def email_ignore_del(request, pk): ignore = get_object_or_404(IgnoreEmail, id=pk) if request.method == 'POST': ignore.delete() return HttpResponseRedirect(reverse('helpdesk:email_ignore')) else: return render(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore}) email_ignore_del = superuser_required(email_ignore_del) @helpdesk_staff_member_required def ticket_cc(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) copies_to = ticket.ticketcc_set.all() return render(request, 'helpdesk/ticket_cc_list.html', { 'copies_to': copies_to, 'ticket': ticket, }) ticket_cc = staff_member_required(ticket_cc) @helpdesk_staff_member_required def ticket_cc_add(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) form = None if request.method == 'POST': form = TicketCCForm(request.POST) if form.is_valid(): user = form.cleaned_data.get('user') email = form.cleaned_data.get('email') if user and ticket.ticketcc_set.filter(user=user).exists(): form.add_error( 'user', _('Impossible to add twice the same user')) elif email and ticket.ticketcc_set.filter(email=email).exists(): form.add_error('email', _( 'Impossible to add twice the same email address')) else: ticketcc = form.save(commit=False) ticketcc.ticket = ticket ticketcc.save() return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': ticket.id})) return render(request, 'helpdesk/ticket_cc_add.html', { 'ticket': ticket, 'form': form, 'form_email': TicketCCEmailForm(), 'form_user': TicketCCUserForm(), }) ticket_cc_add = staff_member_required(ticket_cc_add) @helpdesk_staff_member_required def ticket_cc_del(request, ticket_id, cc_id): ticket = get_object_or_404(Ticket, id=ticket_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(request, 'helpdesk/ticket_cc_del.html', {'ticket': ticket, 'cc': cc}) ticket_cc_del = staff_member_required(ticket_cc_del) @helpdesk_staff_member_required def ticket_dependency_add(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) 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(request, 'helpdesk/ticket_dependency_add.html', { 'ticket': ticket, 'form': form, }) ticket_dependency_add = staff_member_required(ticket_dependency_add) @helpdesk_staff_member_required 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(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency}) ticket_dependency_del = staff_member_required(ticket_dependency_del) @helpdesk_staff_member_required def attachment_del(request, ticket_id, attachment_id): ticket = get_object_or_404(Ticket, id=ticket_id) ticket_perm_check(request, ticket) attachment = get_object_or_404(FollowUpAttachment, id=attachment_id) if request.method == 'POST': attachment.delete() return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id])) return render(request, 'helpdesk/ticket_attachment_del.html', { 'attachment': attachment, 'filename': attachment.filename, }) 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(CUSTOMFIELD_DATE_FORMAT) date_60_str = date_60.strftime(CUSTOMFIELD_DATE_FORMAT) # > 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(['Tickets < 30 days', N_ota_le_30, 'success', sort_string(date_30_str, ''), ]) ots.append(['Tickets 30 - 60 days', N_ota_le_60_ge_30, 'success' if N_ota_le_60_ge_30 == 0 else 'warning', sort_string(date_60_str, date_30_str), ]) ots.append(['Tickets > 60 days', N_ota_ge_60, 'success' if N_ota_ge_60 == 0 else 'danger', 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 < 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)