mirror of
https://github.com/django-helpdesk/django-helpdesk.git
synced 2024-12-13 10:21:05 +01:00
366 lines
15 KiB
Python
366 lines
15 KiB
Python
"""
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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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models.py - Model (and hence database) definitions. This is the core of the
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helpdesk structure.
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"""
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from datetime import datetime
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from django.contrib.auth.models import User
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from django.db import models
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from django.conf import settings
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from django.dispatch import dispatcher
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class Queue(models.Model):
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"""
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A queue is a collection of tickets into what would generally be business
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areas or departments.
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For example, a company may have a queue for each Product they provide, or
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a queue for each of Accounts, Pre-Sales, and Support.
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TODO: Add e-mail inboxes (either using piped e-mail or IMAP/POP3) so we
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can automatically get tickets via e-mail.
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"""
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title = models.CharField(max_length=100)
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slug = models.SlugField(help_text='This slug is used when building ticket ID\'s. Once set, try not to change it or e-mailing may get messy.')
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email_address = models.EmailField(blank=True, null=True, help_text='All outgoing e-mails for this queue will use this e-mail address. If you use IMAP or POP3, this shoul be the e-mail address for that mailbox.')
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escalate_days = models.IntegerField(blank=True, null=True, help_text='For tickets which are not held, how often do you wish to increase their priority? Set to 0 for no escalation.')
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def _from_address(self):
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if not self.email_address:
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return 'NO QUEUE EMAIL ADDRESS DEFINED <%s>' % settings.DEFAULT_FROM_EMAIL
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else:
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return '%s <%s>' % (self.title, self.email_address)
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from_address = property(_from_address)
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new_ticket_cc = models.EmailField(blank=True, null=True, help_text='If an e-mail address is entered here, then it will receive notification of all new tickets created for this queue')
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updated_ticket_cc = models.EmailField(blank=True, null=True, help_text='If an e-mail address is entered here, then it will receive notification of all activity (new tickets, closed tickets, updates, reassignments, etc) for this queue')
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email_box_type = models.CharField(max_length=5, choices=(('pop3', 'POP 3'),('imap', 'IMAP')), blank=True, null=True, help_text='E-Mail Server Type - Both POP3 and IMAP are supported. Select your email server type here.')
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email_box_host = models.CharField(max_length=200, blank=True, null=True, help_text='Your e-mail server address - either the domain name or IP address. May be "localhost".')
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email_box_port = models.IntegerField(blank=True, null=True, help_text='Port number to use for accessing e-mail. Default for POP3 is "110", and for IMAP is "143". This may differ on some servers.')
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email_box_user = models.CharField(max_length=200, blank=True, null=True, help_text='Username for accessing this mailbox.')
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email_box_pass = models.CharField(max_length=200, blank=True, null=True, help_text='Password for the above username')
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email_box_imap_folder = models.CharField(max_length=100, blank=True, null=True, help_text='If using IMAP, what folder do you wish to fetch messages from? This allows you to use one IMAP account for multiple queues, by filtering messages on your IMAP server into separate folders. Default: INBOX.')
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email_box_interval = models.IntegerField(help_text='How often do you wish to check this mailbox? (in Minutes)', blank=True, null=True, default='5')
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email_box_last_check = models.DateTimeField(blank=True, null=True, editable=False) # Updated by the auto-pop3-and-imap-checker
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def __unicode__(self):
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return u"%s" % self.title
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class Admin:
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list_display = ('title', 'slug', 'email_address')
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class Meta:
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ordering = ('title',)
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def save(self):
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if self.email_box_type == 'imap' and not self.email_box_imap_folder:
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self.email_box_imap_folder = 'INBOX'
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super(Queue, self).save()
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class Ticket(models.Model):
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"""
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To allow a ticket to be entered as quickly as possible, only the
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bare minimum fields are required. These basically allow us to
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sort and manage the ticket. The user can always go back and
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enter more information later.
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A good example of this is when a customer is on the phone, and
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you want to give them a ticket ID as quickly as possible. You can
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enter some basic info, save the ticket, give the customer the ID
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and get off the phone, then add in further detail at a later time
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(once the customer is not on the line).
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Note that assigned_to is optional - unassigned tickets are displayed on
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the dashboard to prompt users to take ownership of them.
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"""
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OPEN_STATUS = 1
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REOPENED_STATUS = 2
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RESOLVED_STATUS = 3
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CLOSED_STATUS = 4
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STATUS_CHOICES = (
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(OPEN_STATUS, 'Open'),
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(REOPENED_STATUS, 'Reopened'),
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(RESOLVED_STATUS, 'Resolved'),
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(CLOSED_STATUS, 'Closed'),
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)
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PRIORITY_CHOICES = (
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(1, '1. Critical'),
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(2, '2. High'),
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(3, '3. Normal'),
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(4, '4. Low'),
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(5, '5. Very Low'),
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)
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title = models.CharField(max_length=200)
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queue = models.ForeignKey(Queue)
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created = models.DateTimeField(blank=True)
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modified = models.DateTimeField(blank=True)
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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.')
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assigned_to = models.ForeignKey(User, related_name='assigned_to', blank=True, null=True)
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status = models.IntegerField(choices=STATUS_CHOICES, default=OPEN_STATUS)
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on_hold = models.BooleanField(blank=True, null=True)
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description = models.TextField(blank=True, null=True)
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resolution = models.TextField(blank=True, null=True)
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priority = models.IntegerField(choices=PRIORITY_CHOICES, default=3, blank=3)
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last_escalation = models.DateTimeField(blank=True, null=True, editable=False)
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def _get_assigned_to(self):
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""" Custom property to allow us to easily print 'Unassigned' if a
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ticket has no owner, or the users name if it's assigned. If the user
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has a full name configured, we use that, otherwise their username. """
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if not self.assigned_to:
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return 'Unassigned'
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else:
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if self.assigned_to.get_full_name():
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return self.assigned_to.get_full_name()
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else:
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return self.assigned_to
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get_assigned_to = property(_get_assigned_to)
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def _get_ticket(self):
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""" A user-friendly ticket ID, which is a combination of ticket ID
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and queue slug. This is generally used in e-mails. """
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return "[%s]" % (self.ticket_for_url)
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ticket = property(_get_ticket)
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def _get_ticket_for_url(self):
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return "%s-%s" % (self.queue.slug, self.id)
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ticket_for_url = property(_get_ticket_for_url)
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def _get_priority_img(self):
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from django.conf import settings
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return "%s/helpdesk/priorities/priority%s.png" % (settings.MEDIA_URL, self.priority)
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get_priority_img = property(_get_priority_img)
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def _get_status(self):
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held_msg = ''
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if self.on_hold: held_msg = ' - On Hold'
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return '%s%s' % (self.get_status_display(), held_msg)
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get_status = property(_get_status)
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def _get_ticket_url(self):
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from django.contrib.sites.models import Site
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from django.core.urlresolvers import reverse
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site = Site.objects.get_current()
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return "http://%s%s?ticket=%s&email=%s" % (site.domain, reverse('helpdesk_public_view'), self.ticket_for_url, self.submitter_email)
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ticket_url = property(_get_ticket_url)
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def _get_staff_url(self):
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from django.contrib.sites.models import Site
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from django.core.urlresolvers import reverse
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site = Site.objects.get_current()
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return "http://%s%s" % (site.domain, reverse('helpdesk_view', args=[self.id]))
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staff_url = property(_get_staff_url)
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class Admin:
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list_display = ('title', 'status', 'assigned_to', 'submitter_email',)
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date_hierarchy = 'created'
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list_filter = ('assigned_to', 'status', )
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class Meta:
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get_latest_by = "created"
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def __unicode__(self):
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return u'%s' % self.title
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def get_absolute_url(self):
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return ('helpdesk.views.view_ticket', [str(self.id)])
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get_absolute_url = models.permalink(get_absolute_url)
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def save(self):
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if not self.id:
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# This is a new ticket as no ID yet exists.
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self.created = datetime.now()
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if not self.priority:
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self.priority = 3
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self.modified = datetime.now()
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super(Ticket, self).save()
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class FollowUpManager(models.Manager):
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def private_followups(self):
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return self.filter(public=False)
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def public_followups(self):
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return self.filter(public=True)
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class FollowUp(models.Model):
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""" A FollowUp is a comment and/or change to a ticket. We keep a simple
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title, the comment entered by the user, and the new status of a ticket
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to enable easy flagging of details on the view-ticket page.
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The title is automatically generated at save-time, based on what action
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the user took.
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Tickets that aren't public are never shown to or e-mailed to the submitter,
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although all staff can see them.
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"""
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ticket = models.ForeignKey(Ticket)
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date = models.DateTimeField(auto_now_add=True)
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title = models.CharField(max_length=200, blank=True, null=True)
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comment = models.TextField(blank=True, null=True)
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public = models.BooleanField(blank=True, null=True)
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user = models.ForeignKey(User, blank=True, null=True)
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new_status = models.IntegerField(choices=Ticket.STATUS_CHOICES, blank=True, null=True)
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objects = FollowUpManager()
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class Meta:
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ordering = ['date']
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class Admin:
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pass
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def __unicode__(self):
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return u'%s' % self.title
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def get_absolute_url(self):
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return "%s#followup%s" % (self.ticket.get_absolute_url(), self.id)
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def save(self):
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t = self.ticket
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t.modified = datetime.now()
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t.save()
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super(FollowUp, self).save()
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class TicketChange(models.Model):
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""" For each FollowUp, any changes to the parent ticket (eg Title, Priority,
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etc) are tracked here for display purposes.
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"""
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followup = models.ForeignKey(FollowUp, edit_inline=models.TABULAR)
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field = models.CharField(max_length=100, core=True)
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old_value = models.TextField(blank=True, null=True, core=True)
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new_value = models.TextField(blank=True, null=True, core=True)
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def __unicode__(self):
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str = u'%s ' % field
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if not new_value:
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str += 'removed'
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elif not old_value:
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str += 'set to %s' % new_value
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else:
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str += 'changed from "%s" to "%s"' % (old_value, new_value)
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return str
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class DynamicFileField(models.FileField):
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"""
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Allows model instance to specify upload_to dynamically.
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Model class should have a method like:
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def get_upload_to(self, attname):
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return 'path/to/%d' % self.parent.id
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Based on: http://scottbarnham.com/blog/2007/07/31/uploading-images-to-a-dynamic-path-with-django/
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"""
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def contribute_to_class(self, cls, name):
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"""Hook up events so we can access the instance."""
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super(DynamicFileField, self).contribute_to_class(cls, name)
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dispatcher.connect(self._post_init, models.signals.post_init, sender=cls)
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def _post_init(self, instance=None):
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"""Get dynamic upload_to value from the model instance."""
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if hasattr(instance, 'get_upload_to'):
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self.upload_to = instance.get_upload_to(self.attname)
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def db_type(self):
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"""Required by Django for ORM."""
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return 'varchar(100)'
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class Attachment(models.Model):
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followup = models.ForeignKey(FollowUp, edit_inline=models.TABULAR)
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file = DynamicFileField(upload_to='helpdesk/attachments', core=True)
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filename = models.CharField(max_length=100)
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mime_type = models.CharField(max_length=30)
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size = models.IntegerField(help_text='Size of this file in bytes')
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def get_upload_to(self, field_attname):
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""" Get upload_to path specific to this item """
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return 'helpdesk/attachments/%s/%s' % (self.followup.ticket.ticket_for_url, self.followup.id)
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def __unicode__(self):
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return u'%s' % self.filename
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class Meta:
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ordering = ['filename',]
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class PreSetReply(models.Model):
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""" We can allow the admin to define a number of pre-set replies, used to
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simplify the sending of updates and resolutions. These are basically Django
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templates with a limited context - however if yo uwanted to get crafy it would
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be easy to write a reply that displays ALL updates in hierarchical order etc
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with use of for loops over {{ ticket.followup_set.all }} and friends.
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When replying to a ticket, the user can select any reply set for the current
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queue, and the body text is fetched via AJAX."""
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queues = models.ManyToManyField(Queue, blank=True, null=True, help_text='Leave blank to allow this reply to be used for all queues, or select those queues you wish to limit this reply to.')
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name = models.CharField(max_length=100, help_text='Only used to assist users with selecting a reply - not shown to the user.')
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body = models.TextField(help_text='Context available: {{ ticket }} - ticket object (eg {{ ticket.title }}); {{ queue }} - The queue; and {{ user }} - the current user.')
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class Admin:
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list_display = ('name',)
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class Meta:
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ordering = ['name',]
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def __unicode__(self):
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return u'%s' % self.name
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class EscalationExclusion(models.Model):
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queues = models.ManyToManyField(Queue, blank=True, null=True, help_text='Leave blank for this exclusion to be applied to all queues, or select those queues you wish to exclude with this entry.')
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name = models.CharField(max_length=100)
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date = models.DateField(help_text='Date on which escalation should not happen')
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class Admin:
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pass
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def __unicode__(self):
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return u'%s' % self.name
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class EmailTemplate(models.Model):
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"""
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Since these are more likely to be changed than other templates, we store
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them in the database.
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"""
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template_name = models.CharField(max_length=100, unique=True)
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subject = models.CharField(max_length=100, help_text=u'This will be prefixed with "[ticket.ticket] ticket.title". We recommend something simple such as "(Updated") or "(Closed)" - the same context is available as in plain_text, below.')
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heading = models.CharField(max_length=100, help_text=u'In HTML e-mails, this will be the heading at the top of the email - the same context is available as in plain_text, below.')
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plain_text = models.TextField(help_text=u'The context available to you includes {{ ticket }}, {{ queue }}, and depending on the time of the call: {{ resolution }} or {{ comment }}.')
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html = models.TextField(help_text=u'The same context is available here as in plain_text, above.')
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class Admin:
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pass
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def __unicode__(self):
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return u'%s' % self.template_name
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class Meta:
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ordering = ['template_name',]
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