django-helpdesk/forms.py

"""
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.

(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.

forms.py - Definitions of newforms-based forms for creating and maintaining
           tickets.
"""

from datetime import datetime

from django import forms
from django.contrib.auth.models import User
from django.utils.translation import ugettext as _

from helpdesk.lib import send_templated_mail
from helpdesk.models import Ticket, Queue, FollowUp

class TicketForm(forms.Form):
    queue = forms.ChoiceField(
        label=_('Queue'),
        required=True,
        choices=()
        )

    title = forms.CharField(
        max_length=100,
        required=True,
        widget=forms.TextInput(),
        label=_('Summary of the problem'),
        )

    submitter_email = forms.EmailField(
        required=False,
        label=_('Submitter E-Mail Address'),
        help_text=_('This e-mail address will receive copies of all public '
            'updates to this ticket.'),
        )

    body = forms.CharField(
        widget=forms.Textarea(),
        label=_('Description of Issue'),
        required=True,
        )

    assigned_to = forms.ChoiceField(
        choices=(),
        required=False,
        label=_('Case owner'),
        help_text=_('If you select an owner other than yourself, they\'ll be '
            'e-mailed details of this ticket immediately.'),
        )

    priority = forms.ChoiceField(
        choices=Ticket.PRIORITY_CHOICES,
        required=False,
        initial='3',
        label=_('Priority'),
        help_text=_('Please select a priority carefully. If unsure, leave it '
            'as \'3\'.'),
        )

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(id=int(self.cleaned_data['queue']))

        t = Ticket( title = self.cleaned_data['title'],
                    submitter_email = self.cleaned_data['submitter_email'],
                    created = datetime.now(),
                    status = Ticket.OPEN_STATUS,
                    queue = q,
                    description = self.cleaned_data['body'],
                    priority = self.cleaned_data['priority'],
                  )

        if self.cleaned_data['assigned_to']:
            try:
                u = User.objects.get(id=self.cleaned_data['assigned_to'])
                t.assigned_to = u
            except User.DoesNotExist:
                t.assigned_to = None
        t.save()

        f = FollowUp(   ticket = t,
                        title = _('Ticket Opened'),
                        date = datetime.now(),
                        public = True,
                        comment = self.cleaned_data['body'],
                        user = user,
                     )
        if self.cleaned_data['assigned_to']:
            f.title = _('Ticket Opened & Assigned to %(name)s') % {
                'name': t.get_assigned_to
            }

        f.save()

        context = {
            'ticket': t,
            'queue': q,
        }

        if t.submitter_email:
            send_templated_mail(
                'newticket_submitter',
                context,
                recipients=t.submitter_email,
                sender=q.from_address,
                fail_silently=True,
                )

        if t.assigned_to and t.assigned_to != user:
            send_templated_mail(
                'assigned_owner',
                context,
                recipients=t.assigned_to.email,
                sender=q.from_address,
                fail_silently=True,
                )

        if q.new_ticket_cc:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.new_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                )

        if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.updated_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                )

        return t


class PublicTicketForm(forms.Form):
    queue = forms.ChoiceField(
        label=_('Queue'),
        required=True,
        choices=()
        )

    title = forms.CharField(
        max_length=100,
        required=True,
        widget=forms.TextInput(),
        label=_('Summary of your query'),
        )

    submitter_email = forms.EmailField(
        required=True,
        label=_('Your E-Mail Address'),
        help_text=_('We will e-mail you when your ticket is updated.'),
        )

    body = forms.CharField(
        widget=forms.Textarea(),
        label=_('Description of your issue'),
        required=True,
        help_text=_('Please be as descriptive as possible, including any '
            'details we may need to address your query.'),
        )

    priority = forms.ChoiceField(
        choices=Ticket.PRIORITY_CHOICES,
        required=True,
        initial='3',
        label=_('Urgency'),
        help_text=_('Please select a priority carefully.'),
        )

    def save(self):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(id=int(self.cleaned_data['queue']))

        t = Ticket(
            title = self.cleaned_data['title'],
            submitter_email = self.cleaned_data['submitter_email'],
            created = datetime.now(),
            status = Ticket.OPEN_STATUS,
            queue = q,
            description = self.cleaned_data['body'],
            priority = self.cleaned_data['priority'],
            )

        t.save()

        f = FollowUp(
            ticket = t,
            title = _('Ticket Opened Via Web'),
            date = datetime.now(),
            public = True,
            comment = self.cleaned_data['body'],
            )

        f.save()

        context = {
            'ticket': t,
            'queue': q,
        }

        send_templated_mail(
            'newticket_submitter',
            context,
            recipients=t.submitter_email,
            sender=q.from_address,
            fail_silently=True,
            )

        if q.new_ticket_cc:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.new_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                )

        if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.updated_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                )

        return t