mirror of
https://github.com/django-helpdesk/django-helpdesk.git
synced 2024-12-13 18:31:10 +01:00
2895891fb0
* Removed horrid file headers * Added API - Mostly untested at this stage. Works via HTTP POST. * Added API documentation
112 lines
3.8 KiB
Python
112 lines
3.8 KiB
Python
#!/usr/bin/python
|
|
"""
|
|
Jutda 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 datetime, timedelta, date
|
|
from django.db.models import Q
|
|
from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
|
|
from helpdesk.lib import send_multipart_mail
|
|
import sys, getopt
|
|
|
|
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
|
|
|
|
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)):
|
|
t.last_escalation = datetime.now()
|
|
t.priority -= 1
|
|
t.save()
|
|
|
|
context = {
|
|
'ticket': t,
|
|
'queue': queue,
|
|
}
|
|
|
|
if t.submitter_email:
|
|
send_multipart_mail('helpdesk/emails/submitter_escalated', context, '%s %s' % (t.ticket, t.title), t.submitter_email, t.queue.from_address)
|
|
|
|
if t.queue.updated_ticket_cc:
|
|
send_multipart_mail('helpdesk/emails/cc_escalated', context, '%s %s' % (t.ticket, t.title), t.queue.updated_ticket_cc, t.queue.from_address)
|
|
|
|
if t.assigned_to:
|
|
send_multipart_mail('helpdesk/emails/owner_escalated', context, '%s %s' % (t.ticket, t.title), t.assigned_to, t.queue.from_address)
|
|
|
|
if verbose:
|
|
print " - Esclating %s from %s>%s" % (t.ticket, t.priority+1, t.priority)
|
|
|
|
f = FollowUp(
|
|
ticket = t,
|
|
title = 'Ticket Escalated',
|
|
date=datetime.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, -q: Queues to include (default: all). Use queue slugs"
|
|
print " --verbose, -v: Display a list of dates excluded"
|
|
|
|
if __name__ == '__main__':
|
|
try:
|
|
opts, args = getopt.getopt(sys.argv[1:], 'q:v', ['queues=', 'verbose'])
|
|
except getopt.GetoptError:
|
|
usage()
|
|
sys.exit(2)
|
|
|
|
verbose = False
|
|
queue_slugs = None
|
|
queues = []
|
|
|
|
for o, a in opts:
|
|
if o in ('-v', '--verbose'):
|
|
verbose = True
|
|
if o in ('-q', '--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:
|
|
print "Queue %s does not exist." % queue
|
|
sys.exit(2)
|
|
queues.append(queue)
|
|
|
|
escalate_tickets(queues=queues, verbose=verbose)
|