django-helpdesk/models.py

"""                                     .. 
                                 .,::;::::::
                           ..,::::::::,,,,:::      Jutda Helpdesk - A Django
                      .,,::::::,,,,,,,,,,,,,::     powered ticket tracker for
                  .,::::::,,,,,,,,,,,,,,,,,,:;r.        small enterprise
                .::::,,,,,,,,,,,,,,,,,,,,,,:;;rr.
              .:::,,,,,,,,,,,,,,,,,,,,,,,:;;;;;rr      (c) Copyright 2008
            .:::,,,,,,,,,,,,,,,,,,,,,,,:;;;:::;;rr
          .:::,,,,,,,,,,,,,,,,,,,,.  ,;;;::::::;;rr           Jutda
        .:::,,,,,,,,,,,,,,,,,,.    .:;;:::::::::;;rr
      .:::,,,,,,,,,,,,,,,.       .;r;::::::::::::;r;   All Rights Reserved
    .:::,,,,,,,,,,,,,,,        .;r;;:::::::::::;;:.
  .:::,,,,,,,,,,,,,,,.       .;r;;::::::::::::;:.
 .;:,,,,,,,,,,,,,,,       .,;rr;::::::::::::;:.   This software is released 
.,:,,,,,,,,,,,,,.    .,:;rrr;;::::::::::::;;.  under a limited-use license that
  :,,,,,,,,,,,,,..:;rrrrr;;;::::::::::::;;.  allows you to freely download this
   :,,,,,,,:::;;;rr;;;;;;:::::::::::::;;,  software from it's manufacturer and
    ::::;;;;;;;;;;;:::::::::::::::::;;,  use it yourself, however you may not
    .r;;;;:::::::::::::::::::::::;;;,  distribute it. For further details, see
     .r;::::::::::::::::::::;;;;;:,  the enclosed LICENSE file.
      .;;::::::::::::::;;;;;:,.
       .;;:::::::;;;;;;:,.  Please direct people who wish to download this
        .r;;;;;;;;:,.  software themselves to www.jutda.com.au.
          ,,,..

$Id$

"""
from django.db import models
from datetime import datetime
from django.contrib.auth.models import User
from django.db.models import permalink

class Queue(models.Model):
    """
    A queue is a collection of tickets into what would generally be business 
    areas or departments.

    For example, a company may have a queue for each Product they provide, or 
    a queue for each of Accounts, Pre-Sales, and Support.

    TODO: Add e-mail inboxes (either using piped e-mail or IMAP/POP3) so we 
    can automatically get tickets via e-mail.
    """
    title = models.CharField(maxlength=100)
    slug = models.SlugField()
    email_address = models.EmailField(blank=True, null=True)

    def __unicode__(self):
        return u"%s" % self.title

    class Admin:
        pass


class Ticket(models.Model):
    """
    To allow a ticket to be entered as quickly as possible, only the 
    bare minimum fields are required. These basically allow us to 
    sort and manage the ticket. The user can always go back and 
    enter more information later.

    A good example of this is when a customer is on the phone, and 
    you want to give them a ticket ID as quickly as possible. You can
    enter some basic info, save the ticket, give the customer the ID 
    and get off the phone, then add in further detail at a later time
    (once the customer is not on the line).

    Note that assigned_to is optional - unassigned tickets are displayed on 
    the dashboard to prompt users to take ownership of them.
    """

    OPEN_STATUS = 1
    REOPENED_STATUS = 2
    RESOLVED_STATUS = 3
    CLOSED_STATUS = 4
    
    STATUS_CHOICES = (
        (OPEN_STATUS, 'Open'),
        (REOPENED_STATUS, 'Reopened'),
        (RESOLVED_STATUS, 'Resolved'),
        (CLOSED_STATUS, 'Closed'),
    )

    title = models.CharField(maxlength=200)
    queue = models.ForeignKey(Queue)
    created = models.DateTimeField(auto_now_add=True)
    submitter_email = models.EmailField(blank=True, null=True, help_text='The submitter will receive an email for all public follow-ups left for this task.')
    assigned_to = models.ForeignKey(User, related_name='assigned_to', blank=True, null=True)
    status = models.IntegerField(choices=STATUS_CHOICES, default=OPEN_STATUS)

    description = models.TextField(blank=True, null=True)
    resolution = models.TextField(blank=True, null=True)

    def _get_assigned_to(self):
        """ Custom property to allow us to easily print 'Unassigned' if a 
        ticket has no owner, or the users name if it's assigned. If the user 
        has a full name configured, we use that, otherwise their username. """
        if not self.assigned_to:
            return 'Unassigned'
        else:
            if self.assigned_to.get_full_name():
                return self.assigned_to.get_full_name()
            else:
                return self.assigned_to
    get_assigned_to = property(_get_assigned_to)

    class Admin:
        list_display = ('title', 'status', 'assigned_to',)
        date_hierarchy = 'created'
        list_filter = ('assigned_to',)
    
    class Meta:
        get_latest_by = "created"

    def __unicode__(self):
        return '%s' % self.title

    def get_absolute_url(self):
        return ('helpdesk.views.view_ticket', [str(self.id)])
    get_absolute_url = permalink(get_absolute_url)

    def save(self):
        if not self.id:
            # This is a new ticket as no ID yet exists.
            self.created = datetime.now()

        super(Ticket, self).save()


class FollowUp(models.Model):
    """ A FollowUp is a comment and/or change to a ticket. We keep a simple 
    title, the comment entered by the user, and the new status of a ticket 
    to enable easy flagging of details on the view-ticket page.

    The title is automatically generated at save-time, based on what action
    the user took.

    Tickets that aren't public are never shown to or e-mailed to the submitter, 
    although all staff can see them.
    """
    ticket = models.ForeignKey(Ticket)
    date = models.DateTimeField(auto_now_add=True)
    title = models.CharField(maxlength=200, blank=True, null=True)
    comment = models.TextField(blank=True, null=True)
    public = models.BooleanField(blank=True, null=True)
    user = models.ForeignKey(User)
    
    new_status = models.IntegerField(choices=Ticket.STATUS_CHOICES, blank=True, null=True)

    class Meta:
        ordering = ['date']
    
    class Admin:
        pass

    def __unicode__(self):
        return '%s' % self.title

class TicketChange(models.Model):
    """ For each FollowUp, any changes to the parent ticket (eg Title, Priority,
    etc) are tracked here for display purposes.
    """
    followup = models.ForeignKey(FollowUp, edit_inline=models.TABULAR)
    field = models.CharField(maxlength=100, core=True)
    old_value = models.TextField(blank=True, null=True, core=True)
    new_value = models.TextField(blank=True, null=True, core=True)

    def __unicode__(self):
        str = '%s ' % field
        if not new_value:
            str += 'removed'
        elif not old_value:
            str += 'set to %s' % new_value
        else:
            str += 'changed from "%s" to "%s"' % (old_value, new_value)
        return str