mirror of
https://github.com/django-helpdesk/django-helpdesk.git
synced 2024-12-13 02:10:49 +01:00
403 lines
13 KiB
Python
403 lines
13 KiB
Python
import typing
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from django.core.exceptions import ValidationError
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from django.contrib.auth import get_user_model
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from django.utils import timezone
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from django.utils.translation import gettext as _
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from helpdesk.lib import safe_template_context
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from helpdesk import settings as helpdesk_settings
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from helpdesk.lib import process_attachments
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from helpdesk.decorators import (
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is_helpdesk_staff,
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)
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from helpdesk.models import (
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FollowUp,
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Ticket,
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TicketCC,
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)
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from helpdesk.signals import update_ticket_done
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User = get_user_model()
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def add_staff_subscription(
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user: User,
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ticket: Ticket
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) -> None:
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"""Auto subscribe the staff member if that's what the settigs say and the
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user is authenticated and a staff member"""
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if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE \
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and user.is_authenticated \
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and return_ticketccstring_and_show_subscribe(user, ticket)[1]:
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subscribe_to_ticket_updates(ticket, user)
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def return_ticketccstring_and_show_subscribe(user, ticket):
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"""used in view_ticket() and followup_edit()"""
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# create the ticketcc_string and check whether current user is already
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# subscribed
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username = user.get_username().upper()
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try:
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useremail = user.email.upper()
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except AttributeError:
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useremail = ""
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strings_to_check = list()
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strings_to_check.append(username)
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strings_to_check.append(useremail)
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ticketcc_string = ''
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all_ticketcc = ticket.ticketcc_set.all()
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counter_all_ticketcc = len(all_ticketcc) - 1
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show_subscribe = True
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for i, ticketcc in enumerate(all_ticketcc):
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ticketcc_this_entry = str(ticketcc.display)
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ticketcc_string += ticketcc_this_entry
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if i < counter_all_ticketcc:
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ticketcc_string += ', '
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if strings_to_check.__contains__(ticketcc_this_entry.upper()):
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show_subscribe = False
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# check whether current user is a submitter or assigned to ticket
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assignedto_username = str(ticket.assigned_to).upper()
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strings_to_check = list()
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if ticket.submitter_email is not None:
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submitter_email = ticket.submitter_email.upper()
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strings_to_check.append(submitter_email)
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strings_to_check.append(assignedto_username)
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if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail):
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show_subscribe = False
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return ticketcc_string, show_subscribe
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def subscribe_to_ticket_updates(ticket, user=None, email=None, can_view=True, can_update=False):
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if ticket is not None:
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queryset = TicketCC.objects.filter(
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ticket=ticket, user=user, email=email)
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# Don't create duplicate entries for subscribers
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if queryset.count() > 0:
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return queryset.first()
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if user is None and len(email) < 5:
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raise ValidationError(
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_('When you add somebody on Cc, you must provide either a User or a valid email. Email: %s' % email)
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)
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return ticket.ticketcc_set.create(
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user=user,
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email=email,
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can_view=can_view,
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can_update=can_update
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)
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def get_and_set_ticket_status(
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new_status: int,
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ticket: Ticket,
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follow_up: FollowUp
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) -> typing.Tuple[str, int]:
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"""Performs comparision on previous status to new status,
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updating the title as required.
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Returns:
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The old status as a display string, old status code string
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"""
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old_status_str = ticket.get_status_display()
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old_status = ticket.status
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if new_status != ticket.status:
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ticket.status = new_status
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ticket.save()
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follow_up.new_status = new_status
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if follow_up.title:
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follow_up.title += ' and %s' % ticket.get_status_display()
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else:
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follow_up.title = '%s' % ticket.get_status_display()
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if not follow_up.title:
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if follow_up.comment:
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follow_up.title = _('Comment')
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else:
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follow_up.title = _('Updated')
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follow_up.save()
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return old_status_str, old_status
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def update_messages_sent_to_by_public_and_status(
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public: bool,
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ticket: Ticket,
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follow_up: FollowUp,
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context: str,
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messages_sent_to: typing.Set[str],
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files: typing.List[typing.Tuple[str, str]]
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) -> Ticket:
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"""Sets the status of the ticket"""
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if public and (
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follow_up.comment or (
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follow_up.new_status in (
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Ticket.RESOLVED_STATUS,
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Ticket.CLOSED_STATUS
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)
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)
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):
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if follow_up.new_status == Ticket.RESOLVED_STATUS:
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template = 'resolved_'
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elif follow_up.new_status == Ticket.CLOSED_STATUS:
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template = 'closed_'
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else:
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template = 'updated_'
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roles = {
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'submitter': (template + 'submitter', context),
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'ticket_cc': (template + 'cc', context),
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}
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if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change:
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roles['assigned_to'] = (template + 'cc', context)
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messages_sent_to.update(
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ticket.send(
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roles,
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dont_send_to=messages_sent_to,
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fail_silently=True,
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files=files
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)
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)
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return ticket
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def get_template_staff_and_template_cc(
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reassigned, follow_up: FollowUp
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) -> typing.Tuple[str, str]:
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if reassigned:
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template_staff = 'assigned_owner'
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elif follow_up.new_status == Ticket.RESOLVED_STATUS:
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template_staff = 'resolved_owner'
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elif follow_up.new_status == Ticket.CLOSED_STATUS:
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template_staff = 'closed_owner'
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else:
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template_staff = 'updated_owner'
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if reassigned:
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template_cc = 'assigned_cc'
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elif follow_up.new_status == Ticket.RESOLVED_STATUS:
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template_cc = 'resolved_cc'
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elif follow_up.new_status == Ticket.CLOSED_STATUS:
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template_cc = 'closed_cc'
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else:
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template_cc = 'updated_cc'
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return template_staff, template_cc
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def update_ticket(
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user,
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ticket,
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title=None,
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comment="",
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files=None,
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public=False,
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owner=-1,
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ticket_title=None,
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priority=-1,
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queue=-1,
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new_status=None,
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time_spent=None,
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due_date=None,
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new_checklists=None,
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message_id=None,
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customfields_form=None,
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):
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# We need to allow the 'ticket' and 'queue' contexts to be applied to the
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# comment.
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context = safe_template_context(ticket)
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if title is None:
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title = ticket.title
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if priority == -1:
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priority = ticket.priority
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if queue == -1:
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queue = ticket.queue.id
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if new_status is None:
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new_status = ticket.status
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if new_checklists is None:
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new_checklists = {}
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from django.template import engines
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template_func = engines['django'].from_string
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# this prevents system from trying to render any template tags
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# broken into two stages to prevent changes from first replace being themselves
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# changed by the second replace due to conflicting syntax
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comment = comment.replace(
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'{%', 'X-HELPDESK-COMMENT-VERBATIM').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM')
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comment = comment.replace(
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'X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%'
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).replace(
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'X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}'
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)
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# render the neutralized template
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comment = template_func(comment).render(context)
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if owner == -1 and ticket.assigned_to:
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owner = ticket.assigned_to.id
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f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment,
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time_spent=time_spent, message_id=message_id, title=title)
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if is_helpdesk_staff(user):
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f.user = user
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f.public = public
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reassigned = False
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old_owner = ticket.assigned_to
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if owner != -1:
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if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
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new_user = User.objects.get(id=owner)
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f.title = _('Assigned to %(username)s') % {
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'username': new_user.get_username(),
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}
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ticket.assigned_to = new_user
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reassigned = True
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# user changed owner to 'unassign'
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elif owner == 0 and ticket.assigned_to is not None:
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f.title = _('Unassigned')
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ticket.assigned_to = None
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old_status_str, old_status = get_and_set_ticket_status(new_status, ticket, f)
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files = process_attachments(f, files) if files else []
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if ticket_title and ticket_title != ticket.title:
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c = f.ticketchange_set.create(
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field=_('Title'),
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old_value=ticket.title,
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new_value=ticket_title,
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)
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ticket.title = ticket_title
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if new_status != old_status:
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c = f.ticketchange_set.create(
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field=_('Status'),
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old_value=old_status_str,
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new_value=ticket.get_status_display(),
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)
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if ticket.assigned_to != old_owner:
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c = f.ticketchange_set.create(
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field=_('Owner'),
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old_value=old_owner,
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new_value=ticket.assigned_to,
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)
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if priority != ticket.priority:
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c = f.ticketchange_set.create(
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field=_('Priority'),
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old_value=ticket.priority,
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new_value=priority,
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)
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ticket.priority = priority
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if queue != ticket.queue.id:
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c = f.ticketchange_set.create(
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field=_('Queue'),
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old_value=ticket.queue.id,
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new_value=queue,
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)
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ticket.queue_id = queue
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if due_date != ticket.due_date:
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c = f.ticketchange_set.create(
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field=_('Due on'),
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old_value=ticket.due_date,
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new_value=due_date,
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)
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ticket.due_date = due_date
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# save custom fields and ticket changes
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if customfields_form and customfields_form.is_valid():
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customfields_form.save(followup=f)
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for checklist in ticket.checklists.all():
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if checklist.id not in new_checklists:
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continue
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new_completed_tasks = new_checklists[checklist.id]
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for task in checklist.tasks.all():
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changed = None
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# Add completion if it was not done yet
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if not task.completion_date and task.id in new_completed_tasks:
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task.completion_date = timezone.now()
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changed = 'completed'
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# Remove it if it was done before
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elif task.completion_date and task.id not in new_completed_tasks:
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task.completion_date = None
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changed = 'uncompleted'
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# Save and add ticket change if task state has changed
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if changed:
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task.save(update_fields=['completion_date'])
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f.ticketchange_set.create(
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field=f'[{checklist.name}] {task.description}',
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old_value=_('To do') if changed == 'completed' else _('Completed'),
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new_value=_('Completed') if changed == 'completed' else _('To do'),
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)
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if new_status in (
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Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS
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) and (
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new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None
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):
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ticket.resolution = comment
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# ticket might have changed above, so we re-instantiate context with the
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# (possibly) updated ticket.
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context = safe_template_context(ticket)
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context.update(
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resolution=ticket.resolution,
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comment=f.comment,
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)
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messages_sent_to = set()
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try:
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messages_sent_to.add(user.email)
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except AttributeError:
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pass
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ticket = update_messages_sent_to_by_public_and_status(
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public,
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ticket,
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f,
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context,
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messages_sent_to,
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files
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)
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template_staff, template_cc = get_template_staff_and_template_cc(reassigned, f)
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if ticket.assigned_to and (
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ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change
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or (reassigned and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign)
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):
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messages_sent_to.update(ticket.send(
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{'assigned_to': (template_staff, context)},
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dont_send_to=messages_sent_to,
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fail_silently=True,
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files=files,
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))
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messages_sent_to.update(ticket.send(
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{'ticket_cc': (template_cc, context)},
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dont_send_to=messages_sent_to,
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fail_silently=True,
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files=files,
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))
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ticket.save()
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# emit signal with followup when the ticket update is done
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# internally used for webhooks
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update_ticket_done.send(sender="update_ticket", followup=f)
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# auto subscribe user if enabled
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add_staff_subscription(user, ticket)
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return f
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