mirror of
https://github.com/django-helpdesk/django-helpdesk.git
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7dfb38eab9
* Added statistics views, making use of Google Charts * Added initial data fixture, to automatically create e-mail templates at install-time
112 lines
3.8 KiB
Python
112 lines
3.8 KiB
Python
#!/usr/bin/python
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"""
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Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
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scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
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designed to be run from Cron or similar.
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"""
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from datetime import datetime, timedelta, date
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from django.db.models import Q
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from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
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from helpdesk.lib import send_templated_mail
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import sys, getopt
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def escalate_tickets(queues, verbose):
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""" Only include queues with escalation configured """
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queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
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if queues:
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queryset = queryset.filter(slug__in=queues)
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for q in queryset:
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last = date.today() - timedelta(days=q.escalate_days)
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today = date.today()
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workdate = last
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days = 0
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while workdate < today:
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if EscalationExclusion.objects.filter(date=workdate).count() == 0:
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days += 1
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workdate = workdate + timedelta(days=1)
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req_last_escl_date = date.today() - timedelta(days=days)
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if verbose:
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print "Processing: %s" % q
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for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).filter(Q(on_hold__isnull=True) | Q(on_hold=False)).filter(Q(last_escalation__lte=req_last_escl_date) | Q(last_escalation__isnull=True)):
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t.last_escalation = datetime.now()
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t.priority -= 1
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t.save()
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context = {
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'ticket': t,
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'queue': queue,
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}
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if t.submitter_email:
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send_templated_mail('escalated_submitter', context, recipients=t.submitter_email, sender=t.queue.from_address, fail_silently=True)
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if t.queue.updated_ticket_cc:
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send_templated_mail('escalated_cc', context, recipients=t.queue.updated_ticket_cc, sender=t.queue.from_address, fail_silently=True)
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if t.assigned_to:
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send_templated_mail('escalated_owner', context, recipients=t.assigned_to.email, sender=t.queue.from_address, fail_silently=True)
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if verbose:
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print " - Esclating %s from %s>%s" % (t.ticket, t.priority+1, t.priority)
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f = FollowUp(
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ticket = t,
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title = 'Ticket Escalated',
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date=datetime.now(),
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public=True,
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comment='Ticket escalated after %s days' % q.escalate_days,
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)
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f.save()
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tc = TicketChange(
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followup = f,
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field = 'Priority',
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old_value = t.priority + 1,
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new_value = t.priority,
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)
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tc.save()
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def usage():
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print "Options:"
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print " --queues, -q: Queues to include (default: all). Use queue slugs"
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print " --verbose, -v: Display a list of dates excluded"
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if __name__ == '__main__':
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try:
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opts, args = getopt.getopt(sys.argv[1:], 'q:v', ['queues=', 'verbose'])
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except getopt.GetoptError:
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usage()
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sys.exit(2)
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verbose = False
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queue_slugs = None
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queues = []
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for o, a in opts:
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if o in ('-v', '--verbose'):
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verbose = True
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if o in ('-q', '--queues'):
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queue_slugs = a
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if queue_slugs is not None:
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queue_set = queue_slugs.split(',')
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for queue in queue_set:
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try:
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q = Queue.objects.get(slug__exact=queue)
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except:
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print "Queue %s does not exist." % queue
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sys.exit(2)
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queues.append(queue)
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escalate_tickets(queues=queues, verbose=verbose)
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