django-helpdesk/helpdesk/management/commands/escalate_tickets.py

#!/usr/bin/python
"""
django-helpdesk - A Django powered ticket tracker for small enterprise.

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

scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
                              designed to be run from Cron or similar.
"""


from datetime import date, timedelta
from django.core.management.base import BaseCommand, CommandError
from django.db.models import Q
from django.utils import timezone
from django.utils.translation import gettext as _
import getopt
from helpdesk.lib import safe_template_context
from helpdesk.models import EscalationExclusion, FollowUp, Queue, Ticket, TicketChange
from optparse import make_option
import sys


class Command(BaseCommand):

    def __init__(self):
        BaseCommand.__init__(self)

        self.option_list = (
            make_option(
                '--queues',
                help='Queues to include (default: all). Use queue slugs'),
            make_option(
                '--verboseescalation',
                action='store_true',
                default=False,
                help='Display a list of dates excluded'),
        )

    def handle(self, *args, **options):
        verbose = False
        queue_slugs = None
        queues = []

        if 'verboseescalation' in options:
            verbose = True
        if 'queues' in options:
            queue_slugs = options['queues']

        if queue_slugs is not None:
            queue_set = queue_slugs.split(',')
            for queue in queue_set:
                try:
                    Queue.objects.get(slug__exact=queue)
                except Queue.DoesNotExist:
                    raise CommandError("Queue %s does not exist." % queue)
                queues.append(queue)

        escalate_tickets(queues=queues, verbose=verbose)


def escalate_tickets(queues, verbose):
    """ Only include queues with escalation configured """
    queryset = Queue.objects.filter(
        escalate_days__isnull=False).exclude(escalate_days=0)
    if queues:
        queryset = queryset.filter(slug__in=queues)

    for q in queryset:
        last = date.today() - timedelta(days=q.escalate_days)
        today = date.today()
        workdate = last

        days = 0

        while workdate < today:
            if EscalationExclusion.objects.filter(date=workdate).count() == 0:
                days += 1
            workdate = workdate + timedelta(days=1)

        req_last_escl_date = date.today() - timedelta(days=days)

        if verbose:
            print("Processing: %s" % q)

        Q_OPEN_STATUSES = Q()
        for open_status in Ticket.OPEN_STATUSES:
            Q_OPEN_STATUSES |= Q(status=open_status)
        
        for t in q.ticket_set.filter(
            Q_OPEN_STATUSES
        ).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, created__lte=req_last_escl_date)
        ):

            t.last_escalation = timezone.now()
            t.priority -= 1
            t.save()

            context = safe_template_context(t)

            t.send(
                {'submitter': ('escalated_submitter', context),
                 'ticket_cc': ('escalated_cc', context),
                 'assigned_to': ('escalated_owner', context)},
                fail_silently=True,
            )

            if verbose:
                print("  - Esclating %s from %s>%s" % (
                    t.ticket,
                    t.priority + 1,
                    t.priority
                )
                )

            f = FollowUp(
                ticket=t,
                title='Ticket Escalated',
                date=timezone.now(),
                public=True,
                comment=_('Ticket escalated after %s days' % q.escalate_days),
            )
            f.save()

            tc = TicketChange(
                followup=f,
                field=_('Priority'),
                old_value=t.priority + 1,
                new_value=t.priority,
            )
            tc.save()


def usage():
    print("Options:")
    print(" --queues: Queues to include (default: all). Use queue slugs")
    print(" --verboseescalation: Display a list of dates excluded")


if __name__ == '__main__':
    try:
        opts, args = getopt.getopt(
            sys.argv[1:], ['queues=', 'verboseescalation'])
    except getopt.GetoptError:
        usage()
        sys.exit(2)

    verbose = False
    queue_slugs = None
    queues = []

    for o, a in opts:
        if o == '--verboseescalation':
            verbose = True
        if o == '--queues':
            queue_slugs = a

    if queue_slugs is not None:
        queue_set = queue_slugs.split(',')
        for queue in queue_set:
            try:
                q = Queue.objects.get(slug__exact=queue)
            except Queue.DoesNotExist:
                print("Queue %s does not exist." % queue)
                sys.exit(2)
            queues.append(queue)

    escalate_tickets(queues=queues, verbose=verbose)