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django-helpdesk/helpdesk/views/staff.py

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"""
django-helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
views/staff.py - The bulk of the application - provides most business logic and
renders all staff-facing views.
"""
from ..lib import format_time_spent
from ..templated_email import send_templated_mail
from collections import defaultdict
from copy import deepcopy
from datetime import datetime, time, timedelta
from django.conf import settings
from django.contrib.auth import get_user_model
from django.contrib.auth.decorators import user_passes_test
from django.contrib.auth.views import redirect_to_login
from django.contrib.contenttypes.models import ContentType
from django.core.exceptions import PermissionDenied, ValidationError
from django.core.handlers.wsgi import WSGIRequest
from django.core.paginator import EmptyPage, PageNotAnInteger, Paginator
from django.db.models import Q
from django.forms import inlineformset_factory, TextInput, NumberInput
from django.http import Http404, HttpResponse, HttpResponseRedirect, JsonResponse
from django.shortcuts import get_object_or_404, redirect, render
from django.urls import reverse, reverse_lazy
from django.utils import timezone
from django.utils.dateparse import parse_date, parse_datetime
from django.utils.html import escape
from django.utils.timezone import make_aware
from django.utils.translation import gettext as _
from django.views.decorators.csrf import requires_csrf_token
from django.views.generic.edit import FormView, UpdateView
from helpdesk import settings as helpdesk_settings
from helpdesk.decorators import (
helpdesk_staff_member_required,
helpdesk_superuser_required,
is_helpdesk_staff,
superuser_required
)
from helpdesk.forms import (
CUSTOMFIELD_DATE_FORMAT,
EditFollowUpForm,
EditTicketForm,
EmailIgnoreForm,
MultipleTicketSelectForm,
TicketCCEmailForm,
TicketCCForm,
TicketCCUserForm,
TicketDependencyForm,
TicketForm,
UserSettingsForm,
CreateChecklistForm,
ChecklistForm,
FormControlDeleteFormSet,
ChecklistTemplateForm
)
from helpdesk.lib import process_attachments, queue_template_context, safe_template_context
from helpdesk.models import (
CustomField,
FollowUp,
FollowUpAttachment,
IgnoreEmail,
PreSetReply,
Queue,
SavedSearch,
Ticket,
TicketCC,
TicketChange,
TicketCustomFieldValue,
TicketDependency,
UserSettings,
Checklist,
ChecklistTask,
ChecklistTemplate
)
from helpdesk.query import get_query_class, query_from_base64, query_to_base64
from helpdesk.user import HelpdeskUser
import helpdesk.views.abstract_views as abstract_views
from helpdesk.views.permissions import MustBeStaffMixin
import json
import re
from rest_framework import status
from rest_framework.decorators import api_view
import typing
if helpdesk_settings.HELPDESK_KB_ENABLED:
from helpdesk.models import KBItem
DATE_RE: re.Pattern = re.compile(
r'(?P<month>\d{1,2})/(?P<day>\d{1,2})/(?P<year>\d{4})$'
)
User = get_user_model()
Query = get_query_class()
if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
# treat 'normal' users like 'staff'
staff_member_required = user_passes_test(
lambda u: u.is_authenticated and u.is_active)
else:
staff_member_required = user_passes_test(
lambda u: u.is_authenticated and u.is_active and u.is_staff)
def _get_queue_choices(queues):
"""Return list of `choices` array for html form for given queues
idea is to return only one choice if there is only one queue or add empty
choice at the beginning of the list, if there are more queues
"""
queue_choices = []
if len(queues) > 1:
queue_choices = [('', '--------')]
queue_choices += [(q.id, q.title) for q in queues]
return queue_choices
@helpdesk_staff_member_required
def dashboard(request):
"""
A quick summary overview for users: A list of their own tickets, a table
showing ticket counts by queue/status, and a list of unassigned tickets
with options for them to 'Take' ownership of said tickets.
"""
# user settings num tickets per page
if request.user.is_authenticated and hasattr(request.user, 'usersettings_helpdesk'):
tickets_per_page = request.user.usersettings_helpdesk.tickets_per_page
else:
tickets_per_page = 25
# page vars for the three ticket tables
user_tickets_page = request.GET.get(_('ut_page'), 1)
user_tickets_closed_resolved_page = request.GET.get(_('utcr_page'), 1)
all_tickets_reported_by_current_user_page = request.GET.get(
_('atrbcu_page'), 1)
huser = HelpdeskUser(request.user)
active_tickets = Ticket.objects.select_related('queue').exclude(
status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
)
# open & reopened tickets, assigned to current user
tickets = active_tickets.filter(
assigned_to=request.user,
)
# closed & resolved tickets, assigned to current user
tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
assigned_to=request.user,
status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
user_queues = huser.get_queues()
unassigned_tickets = active_tickets.filter(
assigned_to__isnull=True,
kbitem__isnull=True,
queue__in=user_queues
)
kbitems = huser.get_assigned_kb_items()
# all tickets, reported by current user
all_tickets_reported_by_current_user = ''
email_current_user = request.user.email
if email_current_user:
all_tickets_reported_by_current_user = Ticket.objects.select_related('queue').filter(
submitter_email=email_current_user,
).order_by('status')
tickets_in_queues = Ticket.objects.filter(
queue__in=user_queues,
)
basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues)
# The following query builds a grid of queues & ticket statuses,
# to be displayed to the user. EG:
# Open Resolved
# Queue 1 10 4
# Queue 2 4 12
# code never used (and prone to sql injections)
# queues = HelpdeskUser(request.user).get_queues().values_list('id', flat=True)
# from_clause = """FROM helpdesk_ticket t,
# helpdesk_queue q"""
# if queues:
# where_clause = """WHERE q.id = t.queue_id AND
# q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues)))
# else:
# where_clause = """WHERE q.id = t.queue_id"""
# get user assigned tickets page
paginator = Paginator(
tickets, tickets_per_page)
try:
tickets = paginator.page(user_tickets_page)
except PageNotAnInteger:
tickets = paginator.page(1)
except EmptyPage:
tickets = paginator.page(
paginator.num_pages)
# get user completed tickets page
paginator = Paginator(
tickets_closed_resolved, tickets_per_page)
try:
tickets_closed_resolved = paginator.page(
user_tickets_closed_resolved_page)
except PageNotAnInteger:
tickets_closed_resolved = paginator.page(1)
except EmptyPage:
tickets_closed_resolved = paginator.page(
paginator.num_pages)
# get user submitted tickets page
paginator = Paginator(
all_tickets_reported_by_current_user, tickets_per_page)
try:
all_tickets_reported_by_current_user = paginator.page(
all_tickets_reported_by_current_user_page)
except PageNotAnInteger:
all_tickets_reported_by_current_user = paginator.page(1)
except EmptyPage:
all_tickets_reported_by_current_user = paginator.page(
paginator.num_pages)
return render(request, 'helpdesk/dashboard.html', {
'user_tickets': tickets,
'user_tickets_closed_resolved': tickets_closed_resolved,
'unassigned_tickets': unassigned_tickets,
'kbitems': kbitems,
'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
'basic_ticket_stats': basic_ticket_stats,
})
dashboard = staff_member_required(dashboard)
def ticket_perm_check(request, ticket):
huser = HelpdeskUser(request.user)
if not huser.can_access_queue(ticket.queue):
raise PermissionDenied()
if not huser.can_access_ticket(ticket):
raise PermissionDenied()
@helpdesk_staff_member_required
def delete_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
if request.method == 'GET':
return render(request, 'helpdesk/delete_ticket.html', {
'ticket': ticket,
'next': request.GET.get('next', 'home')
})
else:
ticket.delete()
redirect_to = 'helpdesk:home'
if request.POST.get('next') == 'dashboard':
redirect_to = 'helpdesk:dashboard'
return HttpResponseRedirect(reverse(redirect_to))
delete_ticket = staff_member_required(delete_ticket)
@helpdesk_staff_member_required
def followup_edit(request, ticket_id, followup_id):
"""Edit followup options with an ability to change the ticket."""
followup = get_object_or_404(FollowUp, id=followup_id)
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
if request.method == 'GET':
form = EditFollowUpForm(initial={
'title': escape(followup.title),
'ticket': followup.ticket,
'comment': escape(followup.comment),
'public': followup.public,
'new_status': followup.new_status,
'time_spent': format_time_spent(followup.time_spent),
})
ticketcc_string = return_ticketccstring_and_show_subscribe(request.user, ticket)[0]
return render(request, 'helpdesk/followup_edit.html', {
'followup': followup,
'ticket': ticket,
'form': form,
'ticketcc_string': ticketcc_string,
})
elif request.method == 'POST':
form = EditFollowUpForm(request.POST)
if form.is_valid():
title = form.cleaned_data['title']
_ticket = form.cleaned_data['ticket']
comment = form.cleaned_data['comment']
public = form.cleaned_data['public']
new_status = form.cleaned_data['new_status']
time_spent = form.cleaned_data['time_spent']
# will save previous date
old_date = followup.date
new_followup = FollowUp(title=title, date=old_date, ticket=_ticket,
comment=comment, public=public,
new_status=new_status,
time_spent=time_spent)
# keep old user if one did exist before.
if followup.user:
new_followup.user = followup.user
new_followup.save()
# get list of old attachments & link them to new_followup
attachments = FollowUpAttachment.objects.filter(followup=followup)
for attachment in attachments:
attachment.followup = new_followup
attachment.save()
# delete old followup
followup.delete()
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
followup_edit = staff_member_required(followup_edit)
@helpdesk_staff_member_required
def followup_delete(request, ticket_id, followup_id):
"""followup delete for superuser"""
ticket = get_object_or_404(Ticket, id=ticket_id)
if not request.user.is_superuser:
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
followup = get_object_or_404(FollowUp, id=followup_id)
followup.delete()
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
followup_delete = staff_member_required(followup_delete)
@helpdesk_staff_member_required
def view_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
if 'take' in request.GET:
# Allow the user to assign the ticket to themselves whilst viewing it.
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'owner': request.user.id,
'public': 1,
'title': ticket.title,
'comment': ''
}
return update_ticket(request, ticket_id)
if 'subscribe' in request.GET:
# Allow the user to subscribe him/herself to the ticket whilst viewing
# it.
show_subscribe = return_ticketccstring_and_show_subscribe(
request.user, ticket
)[1]
if show_subscribe:
subscribe_to_ticket_updates(ticket, request.user)
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
if not ticket.assigned_to:
owner = 0
else:
owner = ticket.assigned_to.id
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'new_status': Ticket.CLOSED_STATUS,
'public': 1,
'owner': owner,
'title': ticket.title,
'comment': _('Accepted resolution and closed ticket'),
}
return update_ticket(request, ticket_id)
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(
is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
else:
users = User.objects.filter(
is_active=True).order_by(User.USERNAME_FIELD)
queues = HelpdeskUser(request.user).get_queues()
queue_choices = _get_queue_choices(queues)
# TODO: shouldn't this template get a form to begin with?
form = TicketForm(initial={'due_date': ticket.due_date},
queue_choices=queue_choices)
ticketcc_string, show_subscribe = \
return_ticketccstring_and_show_subscribe(request.user, ticket)
submitter_userprofile = ticket.get_submitter_userprofile()
if submitter_userprofile is not None:
content_type = ContentType.objects.get_for_model(submitter_userprofile)
submitter_userprofile_url = reverse(
'admin:{app}_{model}_change'.format(
app=content_type.app_label, model=content_type.model),
kwargs={'object_id': submitter_userprofile.id}
)
else:
submitter_userprofile_url = None
checklist_form = CreateChecklistForm(request.POST or None)
if checklist_form.is_valid():
checklist = checklist_form.save(commit=False)
checklist.ticket = ticket
checklist.save()
checklist_template = checklist_form.cleaned_data.get('checklist_template')
# Add predefined tasks if template has been selected
if checklist_template:
checklist.create_tasks_from_template(checklist_template)
return redirect('helpdesk:edit_ticket_checklist', ticket.id, checklist.id)
return render(request, 'helpdesk/ticket.html', {
'ticket': ticket,
'submitter_userprofile_url': submitter_userprofile_url,
'form': form,
'active_users': users,
'priorities': Ticket.PRIORITY_CHOICES,
'preset_replies': PreSetReply.objects.filter(
Q(queues=ticket.queue) | Q(queues__isnull=True)),
'ticketcc_string': ticketcc_string,
'SHOW_SUBSCRIBE': show_subscribe,
'checklist_form': checklist_form,
})
@helpdesk_staff_member_required
def edit_ticket_checklist(request, ticket_id, checklist_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
checklist = get_object_or_404(ticket.checklists.all(), id=checklist_id)
form = ChecklistForm(request.POST or None, instance=checklist)
TaskFormSet = inlineformset_factory(
Checklist,
ChecklistTask,
formset=FormControlDeleteFormSet,
fields=['description', 'position'],
widgets={
'description': TextInput(attrs={'class': 'form-control'}),
'position': NumberInput(attrs={'class': 'form-control'}),
},
can_delete=True,
extra=1
)
formset = TaskFormSet(request.POST or None, instance=checklist)
if form.is_valid() and formset.is_valid():
form.save()
formset.save()
return redirect(ticket)
return render(request, 'helpdesk/checklist_form.html', {
'ticket': ticket,
'checklist': checklist,
'form': form,
'formset': formset,
})
@helpdesk_staff_member_required
def delete_ticket_checklist(request, ticket_id, checklist_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
checklist = get_object_or_404(ticket.checklists.all(), id=checklist_id)
if request.POST:
checklist.delete()
return redirect(ticket)
return render(request, 'helpdesk/checklist_confirm_delete.html', {
'ticket': ticket,
'checklist': checklist,
})
def return_ticketccstring_and_show_subscribe(user, ticket):
"""used in view_ticket() and followup_edit()"""
# create the ticketcc_string and check whether current user is already
# subscribed
username = user.get_username().upper()
try:
useremail = user.email.upper()
except AttributeError:
useremail = ""
strings_to_check = list()
strings_to_check.append(username)
strings_to_check.append(useremail)
ticketcc_string = ''
all_ticketcc = ticket.ticketcc_set.all()
counter_all_ticketcc = len(all_ticketcc) - 1
show_subscribe = True
for i, ticketcc in enumerate(all_ticketcc):
ticketcc_this_entry = str(ticketcc.display)
ticketcc_string += ticketcc_this_entry
if i < counter_all_ticketcc:
ticketcc_string += ', '
if strings_to_check.__contains__(ticketcc_this_entry.upper()):
show_subscribe = False
# check whether current user is a submitter or assigned to ticket
assignedto_username = str(ticket.assigned_to).upper()
strings_to_check = list()
if ticket.submitter_email is not None:
submitter_email = ticket.submitter_email.upper()
strings_to_check.append(submitter_email)
strings_to_check.append(assignedto_username)
if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail):
show_subscribe = False
return ticketcc_string, show_subscribe
def subscribe_to_ticket_updates(ticket, user=None, email=None, can_view=True, can_update=False):
if ticket is not None:
queryset = TicketCC.objects.filter(
ticket=ticket, user=user, email=email)
# Don't create duplicate entries for subscribers
if queryset.count() > 0:
return queryset.first()
if user is None and len(email) < 5:
raise ValidationError(
_('When you add somebody on Cc, you must provide either a User or a valid email. Email: %s' % email)
)
return ticket.ticketcc_set.create(
user=user,
email=email,
can_view=can_view,
can_update=can_update
)
def get_ticket_from_request_with_authorisation(
request: WSGIRequest,
ticket_id: str,
public: bool
) -> Ticket:
"""Gets a ticket from the public status and if the user is authenticated and
has permissions to update tickets
Raises:
Http404 when the ticket can not be found or the user lacks permission
"""
if not (public or (
request.user.is_authenticated and
request.user.is_active and (
is_helpdesk_staff(request.user) or
helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
try:
return Ticket.objects.get(
id=ticket_id,
submitter_email__iexact=request.POST.get('mail'),
secret_key__iexact=request.POST.get('key')
)
except (Ticket.DoesNotExist, ValueError):
return redirect_to_login(request.path, 'helpdesk:login')
return get_object_or_404(Ticket, id=ticket_id)
def get_due_date_from_request_or_ticket(
request: WSGIRequest,
ticket: Ticket
) -> typing.Optional[datetime.date]:
"""Tries to locate the due date for a ticket from the `request.POST`
'due_date' parameter or the `due_date_*` paramaters.
"""
due_date = request.POST.get('due_date', None) or None
if due_date is not None:
parsed_date = parse_datetime(due_date) or datetime.combine(parse_date(due_date), time())
due_date = make_aware(parsed_date)
else:
due_date_year = int(request.POST.get('due_date_year', 0))
due_date_month = int(request.POST.get('due_date_month', 0))
due_date_day = int(request.POST.get('due_date_day', 0))
# old way, probably deprecated?
if not (due_date_year and due_date_month and due_date_day):
due_date = ticket.due_date
else:
# NOTE: must be an easier way to create a new date than doing it
# this way?
if ticket.due_date:
due_date = ticket.due_date
else:
due_date = timezone.now()
due_date = due_date.replace(
due_date_year, due_date_month, due_date_day)
return due_date
def get_and_set_ticket_status(
new_status: int,
ticket: Ticket,
follow_up: FollowUp
) -> typing.Tuple[str, int]:
"""Performs comparision on previous status to new status,
updating the title as required.
Returns:
The old status as a display string, old status code string
"""
old_status_str = ticket.get_status_display()
old_status = ticket.status
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
follow_up.new_status = new_status
if follow_up.title:
follow_up.title += ' and %s' % ticket.get_status_display()
else:
follow_up.title = '%s' % ticket.get_status_display()
if not follow_up.title:
if follow_up.comment:
follow_up.title = _('Comment')
else:
follow_up.title = _('Updated')
follow_up.save()
return old_status_str, old_status
def get_time_spent_from_request(request: WSGIRequest) -> typing.Optional[timedelta]:
if request.POST.get("time_spent"):
(hours, minutes) = [int(f)
for f in request.POST.get("time_spent").split(":")]
return timedelta(hours=hours, minutes=minutes)
return None
def update_messages_sent_to_by_public_and_status(
public: bool,
ticket: Ticket,
follow_up: FollowUp,
context: str,
messages_sent_to: typing.Set[str],
files: typing.List[typing.Tuple[str, str]]
) -> Ticket:
"""Sets the status of the ticket"""
if public and (
follow_up.comment or (
follow_up.new_status in (
Ticket.RESOLVED_STATUS,
Ticket.CLOSED_STATUS
)
)
):
if follow_up.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_'
elif follow_up.new_status == Ticket.CLOSED_STATUS:
template = 'closed_'
else:
template = 'updated_'
roles = {
'submitter': (template + 'submitter', context),
'ticket_cc': (template + 'cc', context),
}
if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change:
roles['assigned_to'] = (template + 'cc', context)
messages_sent_to.update(
ticket.send(
roles,
dont_send_to=messages_sent_to,
fail_silently=True,
files=files
)
)
return ticket
def add_staff_subscription(
request: WSGIRequest,
ticket: Ticket
) -> None:
"""Auto subscribe the staff member if that's what the settigs say and the
user is authenticated and a staff member"""
if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE \
and request.user.is_authenticated \
and return_ticketccstring_and_show_subscribe(request.user, ticket)[1]:
subscribe_to_ticket_updates(ticket, request.user)
def get_template_staff_and_template_cc(
reassigned, follow_up: FollowUp
) -> typing.Tuple[str, str]:
if reassigned:
template_staff = 'assigned_owner'
elif follow_up.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif follow_up.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
if reassigned:
template_cc = 'assigned_cc'
elif follow_up.new_status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif follow_up.new_status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
return template_staff, template_cc
def update_ticket(request, ticket_id, public=False):
ticket = get_ticket_from_request_with_authorisation(request, ticket_id, public)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', '')
public = request.POST.get('public', False)
owner = int(request.POST.get('owner', -1))
priority = int(request.POST.get('priority', ticket.priority))
# Check if a change happened on checklists
changes_in_checklists = False
for checklist in ticket.checklists.all():
old_completed_id = sorted(list(checklist.tasks.completed().values_list('id', flat=True)))
new_completed_id = sorted(list(map(int, request.POST.getlist(f'checklist-{checklist.id}', []))))
if old_completed_id != new_completed_id:
changes_in_checklists = True
time_spent = get_time_spent_from_request(request)
# NOTE: jQuery's default for dates is mm/dd/yy
# very US-centric but for now that's the only format supported
# until we clean up code to internationalize a little more
due_date = get_due_date_from_request_or_ticket(request, ticket)
no_changes = all([
not request.FILES,
not comment,
not changes_in_checklists,
new_status == ticket.status,
title == ticket.title,
priority == int(ticket.priority),
due_date == ticket.due_date,
(owner == -1) or (not owner and not ticket.assigned_to) or
(owner and User.objects.get(id=owner) == ticket.assigned_to),
])
if no_changes:
return return_to_ticket(request.user, helpdesk_settings, ticket)
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
context = safe_template_context(ticket)
from django.template import engines
template_func = engines['django'].from_string
# this prevents system from trying to render any template tags
# broken into two stages to prevent changes from first replace being themselves
# changed by the second replace due to conflicting syntax
comment = comment.replace(
'{%', 'X-HELPDESK-COMMENT-VERBATIM').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM')
comment = comment.replace(
'X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%'
).replace(
'X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}'
)
# render the neutralized template
comment = template_func(comment).render(context)
if owner == -1 and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment,
time_spent=time_spent)
if is_helpdesk_staff(request.user):
f.user = request.user
f.public = public
reassigned = False
old_owner = ticket.assigned_to
if owner != -1:
if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _('Assigned to %(username)s') % {
'username': new_user.get_username(),
}
ticket.assigned_to = new_user
reassigned = True
# user changed owner to 'unassign'
elif owner == 0 and ticket.assigned_to is not None:
f.title = _('Unassigned')
ticket.assigned_to = None
old_status_str, old_status = get_and_set_ticket_status(new_status, ticket, f)
files = process_attachments(f, request.FILES.getlist('attachment')) if request.FILES else []
if title and title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if new_status != old_status:
c = TicketChange(
followup=f,
field=_('Status'),
old_value=old_status_str,
new_value=ticket.get_status_display(),
)
c.save()
if ticket.assigned_to != old_owner:
c = TicketChange(
followup=f,
field=_('Owner'),
old_value=old_owner,
new_value=ticket.assigned_to,
)
c.save()
if priority != ticket.priority:
c = TicketChange(
followup=f,
field=_('Priority'),
old_value=ticket.priority,
new_value=priority,
)
c.save()
ticket.priority = priority
if due_date != ticket.due_date:
c = TicketChange(
followup=f,
field=_('Due on'),
old_value=ticket.due_date,
new_value=due_date,
)
c.save()
ticket.due_date = due_date
if changes_in_checklists:
for checklist in ticket.checklists.all():
new_completed_tasks = list(map(int, request.POST.getlist(f'checklist-{checklist.id}', [])))
for task in checklist.tasks.all():
changed = None
# Add completion if it was not done yet
if not task.completion_date and task.id in new_completed_tasks:
task.completion_date = timezone.now()
changed = 'completed'
# Remove it if it was done before
elif task.completion_date and task.id not in new_completed_tasks:
task.completion_date = None
changed = 'uncompleted'
# Save and add ticket change if task state has changed
if changed:
task.save(update_fields=['completion_date'])
f.ticketchange_set.create(
field=f'[{checklist.name}] {task.description}',
old_value=_('To do') if changed == 'completed' else _('Completed'),
new_value=_('Completed') if changed == 'completed' else _('To do'),
)
if new_status in (
Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS
) and (
new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None
):
ticket.resolution = comment
# ticket might have changed above, so we re-instantiate context with the
# (possibly) updated ticket.
context = safe_template_context(ticket)
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
messages_sent_to = set()
try:
messages_sent_to.add(request.user.email)
except AttributeError:
pass
ticket = update_messages_sent_to_by_public_and_status(
public,
ticket,
f,
context,
messages_sent_to,
files
)
template_staff, template_cc = get_template_staff_and_template_cc(reassigned, f)
if ticket.assigned_to and (
ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change
or (reassigned and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign)
):
messages_sent_to.update(ticket.send(
{'assigned_to': (template_staff, context)},
dont_send_to=messages_sent_to,
fail_silently=True,
files=files,
))
messages_sent_to.update(ticket.send(
{'ticket_cc': (template_cc, context)},
dont_send_to=messages_sent_to,
fail_silently=True,
files=files,
))
ticket.save()
# auto subscribe user if enabled
add_staff_subscription(request, ticket)
return return_to_ticket(request.user, helpdesk_settings, ticket)
def return_to_ticket(user, helpdesk_settings, ticket):
"""Helper function for update_ticket"""
if is_helpdesk_staff(user):
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
@helpdesk_staff_member_required
def mass_update(request):
tickets = request.POST.getlist('ticket_id')
action = request.POST.get('action', None)
if not (tickets and action):
return HttpResponseRedirect(reverse('helpdesk:list'))
user = kbitem = None
if action.startswith('assign_'):
parts = action.split('_')
user = User.objects.get(id=parts[1])
action = 'assign'
if action == 'kbitem_none':
action = 'set_kbitem'
if action.startswith('kbitem_'):
parts = action.split('_')
kbitem = KBItem.objects.get(id=parts[1])
action = 'set_kbitem'
elif action == 'take':
user = request.user
action = 'assign'
elif action == 'merge':
# Redirect to the Merge View with selected tickets id in the GET
# request
return redirect(
reverse('helpdesk:merge_tickets') + '?' +
'&'.join(['tickets=%s' % ticket_id for ticket_id in tickets])
)
huser = HelpdeskUser(request.user)
for t in Ticket.objects.filter(id__in=tickets):
if not huser.can_access_queue(t.queue):
continue
if action == 'assign' and t.assigned_to != user:
t.assigned_to = user
t.save()
t.followup_set.create(
date=timezone.now(),
title=_('Assigned to %(username)s in bulk update' % {'username': user.get_username()}),
public=True,
user=request.user
)
elif action == 'unassign' and t.assigned_to is not None:
t.assigned_to = None
t.save()
t.followup_set.create(
date=timezone.now(),
title=_('Unassigned in bulk update'),
public=True,
user=request.user
)
elif action == 'set_kbitem':
t.kbitem = kbitem
t.save()
t.followup_set.create(
date=timezone.now(),
title=_('KBItem set in bulk update'),
public=False,
user=request.user
)
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
t.followup_set.create(
date=timezone.now(),
title=_('Closed in bulk update'),
public=False,
user=request.user,
new_status=Ticket.CLOSED_STATUS
)
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
t.followup_set.create(
date=timezone.now(),
title=_('Closed in bulk update'),
public=True,
user=request.user,
new_status=Ticket.CLOSED_STATUS
)
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(resolution=t.resolution,
queue=queue_template_context(t.queue))
messages_sent_to = set()
try:
messages_sent_to.add(request.user.email)
except AttributeError:
pass
roles = {
'submitter': ('closed_submitter', context),
'ticket_cc': ('closed_cc', context),
}
if t.assigned_to and t.assigned_to.usersettings_helpdesk.email_on_ticket_change:
roles['assigned_to'] = ('closed_owner', context)
messages_sent_to.update(t.send(
roles,
dont_send_to=messages_sent_to,
fail_silently=True,
))
elif action == 'delete':
t.delete()
return HttpResponseRedirect(reverse('helpdesk:list'))
mass_update = staff_member_required(mass_update)
# Prepare ticket attributes which will be displayed in the table to choose
# which value to keep when merging
TICKET_ATTRIBUTES = (
('created', _('Created date')),
('due_date', _('Due on')),
('get_status_display', _('Status')),
('submitter_email', _('Submitter email')),
('assigned_to', _('Owner')),
('description', _('Description')),
('resolution', _('Resolution')),
)
def merge_ticket_values(
request: WSGIRequest,
tickets: typing.List[Ticket],
custom_fields
) -> None:
for ticket in tickets:
ticket.values = {}
# Prepare the value for each attributes of this ticket
for attribute, __ in TICKET_ATTRIBUTES:
value = getattr(ticket, attribute, TicketCustomFieldValue.default_value)
# Check if attr is a get_FIELD_display
if attribute.startswith('get_') and attribute.endswith('_display'):
# Hack to call methods like get_FIELD_display()
value = getattr(ticket, attribute, TicketCustomFieldValue.default_value)()
ticket.values[attribute] = {
'value': value,
'checked': str(ticket.id) == request.POST.get(attribute)
}
# Prepare the value for each custom fields of this ticket
for custom_field in custom_fields:
try:
value = ticket.ticketcustomfieldvalue_set.get(
field=custom_field).value
except (TicketCustomFieldValue.DoesNotExist, ValueError):
value = TicketCustomFieldValue.default_value
ticket.values[custom_field.name] = {
'value': value,
'checked': str(ticket.id) == request.POST.get(custom_field.name)
}
def redirect_from_chosen_ticket(
request,
chosen_ticket,
tickets,
custom_fields
) -> HttpResponseRedirect:
# Save ticket fields values
for attribute, __ in TICKET_ATTRIBUTES:
id_for_attribute = request.POST.get(attribute)
if id_for_attribute != chosen_ticket.id:
try:
selected_ticket = tickets.get(id=id_for_attribute)
except (Ticket.DoesNotExist, ValueError):
continue
# Check if attr is a get_FIELD_display
if attribute.startswith('get_') and attribute.endswith('_display'):
# Keep only the FIELD part
attribute = attribute[4:-8]
# Get value from selected ticket and then save it on
# the chosen ticket
value = getattr(selected_ticket, attribute)
setattr(chosen_ticket, attribute, value)
# Save custom fields values
for custom_field in custom_fields:
id_for_custom_field = request.POST.get(custom_field.name)
if id_for_custom_field != chosen_ticket.id:
try:
selected_ticket = tickets.get(
id=id_for_custom_field)
except (Ticket.DoesNotExist, ValueError):
continue
# Check if the value for this ticket custom field
# exists
try:
value = selected_ticket.ticketcustomfieldvalue_set.get(
field=custom_field).value
except TicketCustomFieldValue.DoesNotExist:
continue
# Create the custom field value or update it with the
# value from the selected ticket
custom_field_value, created = chosen_ticket.ticketcustomfieldvalue_set.get_or_create(
field=custom_field,
defaults={'value': value}
)
if not created:
custom_field_value.value = value
custom_field_value.save(update_fields=['value'])
# Save changes
chosen_ticket.save()
# For other tickets, save the link to the ticket in which they have been merged to
# and set status to DUPLICATE
for ticket in tickets.exclude(id=chosen_ticket.id):
ticket.merged_to = chosen_ticket
ticket.status = Ticket.DUPLICATE_STATUS
ticket.save()
# Send mail to submitter email and ticket CC to let them
# know ticket has been merged
context = safe_template_context(ticket)
if ticket.submitter_email:
send_templated_mail(
template_name='merged',
context=context,
recipients=[ticket.submitter_email],
bcc=[
cc.email_address for cc in ticket.ticketcc_set.select_related('user')],
sender=ticket.queue.from_address,
fail_silently=True
)
# Move all followups and update their title to know they
# come from another ticket
ticket.followup_set.update(
ticket=chosen_ticket,
# Next might exceed maximum 200 characters limit
title=_('[Merged from #%(id)d] %(title)s') % {
'id': ticket.id, 'title': ticket.title}
)
# Add submitter_email, assigned_to email and ticketcc to
# chosen ticket if necessary
chosen_ticket.add_email_to_ticketcc_if_not_in(
email=ticket.submitter_email)
if ticket.assigned_to and ticket.assigned_to.email:
chosen_ticket.add_email_to_ticketcc_if_not_in(
email=ticket.assigned_to.email)
for ticketcc in ticket.ticketcc_set.all():
chosen_ticket.add_email_to_ticketcc_if_not_in(
ticketcc=ticketcc)
return redirect(chosen_ticket)
@staff_member_required
def merge_tickets(request):
"""
An intermediate view to merge up to 3 tickets in one main ticket.
The user has to first select which ticket will receive the other tickets information and can also choose which
data to keep per attributes as well as custom fields.
Follow-ups and ticketCC will be moved to the main ticket and other tickets won't be able to receive new answers.
"""
ticket_select_form = MultipleTicketSelectForm(request.GET or None)
tickets = custom_fields = None
if ticket_select_form.is_valid():
tickets = ticket_select_form.cleaned_data.get('tickets')
custom_fields = CustomField.objects.all()
merge_ticket_values(request, tickets, custom_fields)
if request.method == 'POST':
# Find which ticket has been chosen to be the main one
try:
chosen_ticket = tickets.get(
id=request.POST.get('chosen_ticket'))
except Ticket.DoesNotExist:
ticket_select_form.add_error(
field='tickets',
error=_(
'Please choose a ticket in which the others will be merged into.')
)
else:
return redirect_from_chosen_ticket(
request,
chosen_ticket,
tickets,
custom_fields
)
return render(request, 'helpdesk/ticket_merge.html', {
'tickets': tickets,
'ticket_attributes': TICKET_ATTRIBUTES,
'custom_fields': custom_fields,
'ticket_select_form': ticket_select_form
})
def check_redirect_on_user_query(request, huser):
"""If the user is coming from the header/navigation search box, lets' first
look at their query to see if they have entered a valid ticket number. If
they have, just redirect to that ticket number. Otherwise, we treat it as
a keyword search.
"""
if request.GET.get('search_type', None) == 'header':
query = request.GET.get('q')
filter_ = None
if query.find('-') > 0:
try:
queue, id_ = Ticket.queue_and_id_from_query(query)
id_ = int(id_)
except ValueError:
pass
else:
filter_ = {'queue__slug': queue, 'id': id_}
else:
try:
query = int(query)
except ValueError:
pass
else:
filter_ = {'id': int(query)}
if filter_:
try:
ticket = huser.get_tickets_in_queues().get(**filter_)
return HttpResponseRedirect(ticket.staff_url)
except Ticket.DoesNotExist:
# Go on to standard keyword searching
pass
return None
@helpdesk_staff_member_required
def ticket_list(request):
context = {}
huser = HelpdeskUser(request.user)
# Query_params will hold a dictionary of parameters relating to
# a query, to be saved if needed:
query_params = {
'filtering': {},
'filtering_or': {},
'sorting': None,
'sortreverse': False,
'search_string': '',
}
default_query_params = {
'filtering': {
'status__in': [1, 2],
},
'sorting': 'created',
'search_string': '',
'sortreverse': False,
}
#: check for a redirect, see function doc for details
redirect = check_redirect_on_user_query(request, huser)
if redirect:
return redirect
try:
saved_query, query_params = load_saved_query(request, query_params)
except QueryLoadError:
return HttpResponseRedirect(reverse('helpdesk:list'))
if saved_query:
pass
elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse', 'kbitem'}.intersection(request.GET):
# Fall-back if no querying is being done
query_params = deepcopy(default_query_params)
else:
filter_in_params = [
('queue', 'queue__id__in'),
('assigned_to', 'assigned_to__id__in'),
('status', 'status__in'),
('kbitem', 'kbitem__in'),
]
filter_null_params = dict([
('queue', 'queue__id__isnull'),
('assigned_to', 'assigned_to__id__isnull'),
('status', 'status__isnull'),
('kbitem', 'kbitem__isnull'),
])
for param, filter_command in filter_in_params:
if not request.GET.get(param) is None:
patterns = request.GET.getlist(param)
try:
pattern_pks = [int(pattern) for pattern in patterns]
if -1 in pattern_pks:
query_params['filtering_or'][filter_null_params[param]] = True
else:
query_params['filtering_or'][filter_command] = pattern_pks
query_params['filtering'][filter_command] = pattern_pks
except ValueError:
pass
date_from = request.GET.get('date_from')
if date_from:
query_params['filtering']['created__gte'] = date_from
date_to = request.GET.get('date_to')
if date_to:
query_params['filtering']['created__lte'] = date_to
# KEYWORD SEARCHING
q = request.GET.get('q', '')
context['query'] = q
query_params['search_string'] = q
# SORTING
sort = request.GET.get('sort', None)
if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority', 'kbitem'):
sort = 'created'
query_params['sorting'] = sort
sortreverse = request.GET.get('sortreverse', None)
query_params['sortreverse'] = sortreverse
urlsafe_query = query_to_base64(query_params)
user_saved_queries = SavedSearch.objects.filter(
Q(user=request.user) | Q(shared__exact=True))
search_message = ''
if query_params['search_string'] and settings.DATABASES['default']['ENGINE'].endswith('sqlite'):
search_message = _(
'<p><strong>Note:</strong> Your keyword search is case sensitive '
'because of your database. This means the search will <strong>not</strong> '
'be accurate. By switching to a different database system you will gain '
'better searching! For more information, read the '
'<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
'Django Documentation on string matching in SQLite</a>.')
kbitem_choices = []
kbitem = []
if helpdesk_settings.HELPDESK_KB_ENABLED:
kbitem_choices = [(item.pk, str(item))
for item in KBItem.objects.all()]
kbitem = KBItem.objects.all()
return render(request, 'helpdesk/ticket_list.html', dict(
context,
default_tickets_per_page=request.user.usersettings_helpdesk.tickets_per_page,
user_choices=User.objects.filter(is_active=True, is_staff=True),
kb_items=kbitem,
queue_choices=huser.get_queues(),
status_choices=Ticket.STATUS_CHOICES,
kbitem_choices=kbitem_choices,
urlsafe_query=urlsafe_query,
user_saved_queries=user_saved_queries,
query_params=query_params,
from_saved_query=saved_query is not None,
saved_query=saved_query,
search_message=search_message,
helpdesk_settings=helpdesk_settings,
))
ticket_list = staff_member_required(ticket_list)
class QueryLoadError(Exception):
pass
def load_saved_query(request, query_params=None):
saved_query = None
if request.GET.get('saved_query', None):
try:
saved_query = SavedSearch.objects.get(
Q(pk=request.GET.get('saved_query')) & (
Q(shared=True) | Q(user=request.user))
)
except (SavedSearch.DoesNotExist, ValueError):
raise QueryLoadError()
try:
# we get a string like: b'stuff'
# so leave of the first two chars (b') and last (')
if saved_query.query.startswith('b\''):
b64query = saved_query.query[2:-1]
else:
b64query = saved_query.query
query_params = query_from_base64(b64query)
except json.JSONDecodeError:
raise QueryLoadError()
return saved_query, query_params
@helpdesk_staff_member_required
@api_view(['GET'])
def datatables_ticket_list(request, query):
"""
Datatable on ticket_list.html uses this view from to get objects to display
on the table. query_tickets_by_args is at lib.py, DatatablesTicketSerializer is in
serializers.py. The serializers and this view use django-rest_framework methods
"""
query = Query(HelpdeskUser(request.user), base64query=query)
result = query.get_datatables_context(**request.query_params)
return JsonResponse(result, status=status.HTTP_200_OK)
@helpdesk_staff_member_required
@api_view(['GET'])
def timeline_ticket_list(request, query):
query = Query(HelpdeskUser(request.user), base64query=query)
return JsonResponse(query.get_timeline_context(), status=status.HTTP_200_OK)
@helpdesk_staff_member_required
def edit_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
form = EditTicketForm(request.POST or None, instance=ticket)
if form.is_valid():
ticket = form.save()
return redirect(ticket)
return render(request, 'helpdesk/edit_ticket.html', {'form': form, 'ticket': ticket, 'errors': form.errors})
edit_ticket = staff_member_required(edit_ticket)
class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixin, FormView):
template_name = 'helpdesk/create_ticket.html'
form_class = TicketForm
def get_initial(self):
initial_data = super().get_initial()
return initial_data
def get_form_kwargs(self):
kwargs = super().get_form_kwargs()
queues = HelpdeskUser(self.request.user).get_queues()
kwargs["queue_choices"] = _get_queue_choices(queues)
return kwargs
def form_valid(self, form):
self.ticket = form.save(
user=self.request.user if self.request.user.is_authenticated else None)
return super().form_valid(form)
def get_success_url(self):
request = self.request
if HelpdeskUser(request.user).can_access_queue(self.ticket.queue):
return self.ticket.get_absolute_url()
else:
return reverse('helpdesk:dashboard')
@helpdesk_staff_member_required
def raw_details(request, type_):
# TODO: This currently only supports spewing out 'PreSetReply' objects,
# in the future it needs to be expanded to include other items. All it
# does is return a plain-text representation of an object.
if type_ not in ('preset',):
raise Http404
if type_ == 'preset' and request.GET.get('id', False):
try:
preset = PreSetReply.objects.get(id=request.GET.get('id'))
return HttpResponse(preset.body)
except PreSetReply.DoesNotExist:
raise Http404
raise Http404
raw_details = staff_member_required(raw_details)
@helpdesk_staff_member_required
@requires_csrf_token
def hold_ticket(request, ticket_id, unhold=False):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
if unhold:
ticket.on_hold = False
title = _('Ticket taken off hold')
else:
ticket.on_hold = True
title = _('Ticket placed on hold')
f = FollowUp(
ticket=ticket,
user=request.user,
title=title,
date=timezone.now(),
public=True,
)
f.save()
ticket.save()
return HttpResponseRedirect(ticket.get_absolute_url())
hold_ticket = staff_member_required(hold_ticket)
@helpdesk_staff_member_required
@requires_csrf_token
def unhold_ticket(request, ticket_id):
return hold_ticket(request, ticket_id, unhold=True)
unhold_ticket = staff_member_required(unhold_ticket)
@helpdesk_staff_member_required
def rss_list(request):
return render(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()})
rss_list = staff_member_required(rss_list)
@helpdesk_staff_member_required
def report_index(request):
number_tickets = Ticket.objects.all().count()
saved_query = request.GET.get('saved_query', None)
user_queues = HelpdeskUser(request.user).get_queues()
Tickets = Ticket.objects.filter(queue__in=user_queues)
basic_ticket_stats = calc_basic_ticket_stats(Tickets)
# The following query builds a grid of queues & ticket statuses,
# to be displayed to the user. EG:
# Open Resolved
# Queue 1 10 4
# Queue 2 4 12
Queues = user_queues if user_queues else Queue.objects.all()
dash_tickets = []
for queue in Queues:
dash_ticket = {
'queue': queue.id,
'name': queue.title,
'open': queue.ticket_set.filter(status__in=[1, 2]).count(),
'resolved': queue.ticket_set.filter(status=3).count(),
'closed': queue.ticket_set.filter(status=4).count(),
'time_spent': format_time_spent(queue.time_spent),
'dedicated_time': format_time_spent(queue.dedicated_time)
}
dash_tickets.append(dash_ticket)
return render(request, 'helpdesk/report_index.html', {
'number_tickets': number_tickets,
'saved_query': saved_query,
'basic_ticket_stats': basic_ticket_stats,
'dash_tickets': dash_tickets,
})
report_index = staff_member_required(report_index)
def get_report_queryset_or_redirect(request, report):
if Ticket.objects.all().count() == 0 or report not in (
"queuemonth",
"usermonth",
"queuestatus",
"queuepriority",
"userstatus",
"userpriority",
"userqueue",
"daysuntilticketclosedbymonth"
):
return None, None, HttpResponseRedirect(reverse("helpdesk:report_index"))
report_queryset = Ticket.objects.all().select_related().filter(
queue__in=HelpdeskUser(request.user).get_queues()
)
try:
saved_query, query_params = load_saved_query(request)
except QueryLoadError:
return None, HttpResponseRedirect(reverse('helpdesk:report_index'))
return report_queryset, query_params, saved_query, None
def get_report_table_and_totals(header1, summarytable, possible_options):
table = []
totals = {}
for item in header1:
data = []
for hdr in possible_options:
if hdr not in totals.keys():
totals[hdr] = summarytable[item, hdr]
else:
totals[hdr] += summarytable[item, hdr]
data.append(summarytable[item, hdr])
table.append([item] + data)
return table, totals
def update_summary_tables(report_queryset, report, summarytable, summarytable2):
metric3 = False
for ticket in report_queryset:
if report == 'userpriority':
metric1 = u'%s' % ticket.get_assigned_to
metric2 = u'%s' % ticket.get_priority_display()
elif report == 'userqueue':
metric1 = u'%s' % ticket.get_assigned_to
metric2 = u'%s' % ticket.queue.title
elif report == 'userstatus':
metric1 = u'%s' % ticket.get_assigned_to
metric2 = u'%s' % ticket.get_status_display()
elif report == 'usermonth':
metric1 = u'%s' % ticket.get_assigned_to
metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
elif report == 'queuepriority':
metric1 = u'%s' % ticket.queue.title
metric2 = u'%s' % ticket.get_priority_display()
elif report == 'queuestatus':
metric1 = u'%s' % ticket.queue.title
metric2 = u'%s' % ticket.get_status_display()
elif report == 'queuemonth':
metric1 = u'%s' % ticket.queue.title
metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
elif report == 'daysuntilticketclosedbymonth':
metric1 = u'%s' % ticket.queue.title
metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
metric3 = ticket.modified - ticket.created
metric3 = metric3.days
else:
raise ValueError(f'report "{report}" is unrecognized.')
summarytable[metric1, metric2] += 1
if metric3:
if report == 'daysuntilticketclosedbymonth':
summarytable2[metric1, metric2] += metric3
@helpdesk_staff_member_required
def run_report(request, report):
report_queryset, query_params, saved_query, redirect = get_report_queryset_or_redirect(
request, report
)
if redirect:
return redirect
if request.GET.get('saved_query', None):
Query(report_queryset, query_to_base64(query_params))
summarytable = defaultdict(int)
# a second table for more complex queries
summarytable2 = defaultdict(int)
first_ticket = Ticket.objects.all().order_by('created')[0]
first_month = first_ticket.created.month
first_year = first_ticket.created.year
last_ticket = Ticket.objects.all().order_by('-created')[0]
last_month = last_ticket.created.month
last_year = last_ticket.created.year
periods = []
year, month = first_year, first_month
working = True
periods.append("%s-%s" % (year, month))
while working:
month += 1
if month > 12:
year += 1
month = 1
if (year > last_year) or (month > last_month and year >= last_year):
working = False
periods.append("%s-%s" % (year, month))
if report == 'userpriority':
title = _('User by Priority')
col1heading = _('User')
possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES]
charttype = 'bar'
elif report == 'userqueue':
title = _('User by Queue')
col1heading = _('User')
queue_options = HelpdeskUser(request.user).get_queues()
possible_options = [q.title for q in queue_options]
charttype = 'bar'
elif report == 'userstatus':
title = _('User by Status')
col1heading = _('User')
possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES]
charttype = 'bar'
elif report == 'usermonth':
title = _('User by Month')
col1heading = _('User')
possible_options = periods
charttype = 'date'
elif report == 'queuepriority':
title = _('Queue by Priority')
col1heading = _('Queue')
possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES]
charttype = 'bar'
elif report == 'queuestatus':
title = _('Queue by Status')
col1heading = _('Queue')
possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES]
charttype = 'bar'
elif report == 'queuemonth':
title = _('Queue by Month')
col1heading = _('Queue')
possible_options = periods
charttype = 'date'
elif report == 'daysuntilticketclosedbymonth':
title = _('Days until ticket closed by Month')
col1heading = _('Queue')
possible_options = periods
charttype = 'date'
update_summary_tables(report_queryset, report, summarytable, summarytable2)
if report == 'daysuntilticketclosedbymonth':
for key in summarytable2.keys():
summarytable[key] = summarytable2[key] / summarytable[key]
header1 = sorted(set(list(i for i, _ in summarytable.keys())))
column_headings = [col1heading] + possible_options
# Prepare a dict to store totals for each possible option
table, totals = get_report_table_and_totals(header1, summarytable, possible_options)
# Pivot the data so that 'header1' fields are always first column
# in the row, and 'possible_options' are always the 2nd - nth columns.
# Zip data and headers together in one list for Morris.js charts
# will get a list like [(Header1, Data1), (Header2, Data2)...]
seriesnum = 0
morrisjs_data = []
for label in column_headings[1:]:
seriesnum += 1
datadict = {"x": label}
for n in range(0, len(table)):
datadict[n] = table[n][seriesnum]
morrisjs_data.append(datadict)
series_names = []
for series in table:
series_names.append(series[0])
# Add total row to table
total_data = ['Total']
for hdr in possible_options:
total_data.append(str(totals[hdr]))
return render(request, 'helpdesk/report_output.html', {
'title': title,
'charttype': charttype,
'data': table,
'total_data': total_data,
'headings': column_headings,
'series_names': series_names,
'morrisjs_data': morrisjs_data,
'from_saved_query': saved_query is not None,
'saved_query': saved_query,
})
run_report = staff_member_required(run_report)
@helpdesk_staff_member_required
def save_query(request):
title = request.POST.get('title', None)
shared = request.POST.get('shared', False)
if shared == 'on': # django only translates '1', 'true', 't' into True
shared = True
query_encoded = request.POST.get('query_encoded', None)
if not title or not query_encoded:
return HttpResponseRedirect(reverse('helpdesk:list'))
query = SavedSearch(title=title, shared=shared,
query=query_encoded, user=request.user)
query.save()
return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk:list'), query.id))
save_query = staff_member_required(save_query)
@helpdesk_staff_member_required
def delete_saved_query(request, pk):
query = get_object_or_404(SavedSearch, id=pk, user=request.user)
if request.method == 'POST':
query.delete()
return HttpResponseRedirect(reverse('helpdesk:list'))
else:
return render(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query})
delete_saved_query = staff_member_required(delete_saved_query)
class EditUserSettingsView(MustBeStaffMixin, UpdateView):
template_name = 'helpdesk/user_settings.html'
form_class = UserSettingsForm
model = UserSettings
success_url = reverse_lazy('helpdesk:dashboard')
def get_object(self, queryset=None):
return UserSettings.objects.get_or_create(user=self.request.user)[0]
@helpdesk_superuser_required
def email_ignore(request):
return render(request, 'helpdesk/email_ignore_list.html', {
'ignore_list': IgnoreEmail.objects.all(),
})
email_ignore = superuser_required(email_ignore)
@helpdesk_superuser_required
def email_ignore_add(request):
if request.method == 'POST':
form = EmailIgnoreForm(request.POST)
if form.is_valid():
form.save()
return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
else:
form = EmailIgnoreForm(request.GET)
return render(request, 'helpdesk/email_ignore_add.html', {'form': form})
email_ignore_add = superuser_required(email_ignore_add)
@helpdesk_superuser_required
def email_ignore_del(request, pk):
ignore = get_object_or_404(IgnoreEmail, id=pk)
if request.method == 'POST':
ignore.delete()
return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
else:
return render(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore})
email_ignore_del = superuser_required(email_ignore_del)
@helpdesk_staff_member_required
def ticket_cc(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
copies_to = ticket.ticketcc_set.all()
return render(request, 'helpdesk/ticket_cc_list.html', {
'copies_to': copies_to,
'ticket': ticket,
})
ticket_cc = staff_member_required(ticket_cc)
@helpdesk_staff_member_required
def ticket_cc_add(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
form = None
if request.method == 'POST':
form = TicketCCForm(request.POST)
if form.is_valid():
user = form.cleaned_data.get('user')
email = form.cleaned_data.get('email')
if user and ticket.ticketcc_set.filter(user=user).exists():
form.add_error(
'user', _('Impossible to add twice the same user'))
elif email and ticket.ticketcc_set.filter(email=email).exists():
form.add_error('email', _(
'Impossible to add twice the same email address'))
else:
ticketcc = form.save(commit=False)
ticketcc.ticket = ticket
ticketcc.save()
return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': ticket.id}))
return render(request, 'helpdesk/ticket_cc_add.html', {
'ticket': ticket,
'form': form,
'form_email': TicketCCEmailForm(),
'form_user': TicketCCUserForm(),
})
ticket_cc_add = staff_member_required(ticket_cc_add)
@helpdesk_staff_member_required
def ticket_cc_del(request, ticket_id, cc_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)
if request.method == 'POST':
cc.delete()
return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
return render(request, 'helpdesk/ticket_cc_del.html', {'ticket': ticket, 'cc': cc})
ticket_cc_del = staff_member_required(ticket_cc_del)
@helpdesk_staff_member_required
def ticket_dependency_add(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
if request.method == 'POST':
form = TicketDependencyForm(request.POST)
if form.is_valid():
ticketdependency = form.save(commit=False)
ticketdependency.ticket = ticket
if ticketdependency.ticket != ticketdependency.depends_on:
ticketdependency.save()
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
else:
form = TicketDependencyForm()
return render(request, 'helpdesk/ticket_dependency_add.html', {
'ticket': ticket,
'form': form,
})
ticket_dependency_add = staff_member_required(ticket_dependency_add)
@helpdesk_staff_member_required
def ticket_dependency_del(request, ticket_id, dependency_id):
dependency = get_object_or_404(
TicketDependency, ticket__id=ticket_id, id=dependency_id)
if request.method == 'POST':
dependency.delete()
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency})
ticket_dependency_del = staff_member_required(ticket_dependency_del)
@helpdesk_staff_member_required
def attachment_del(request, ticket_id, attachment_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
ticket_perm_check(request, ticket)
attachment = get_object_or_404(FollowUpAttachment, id=attachment_id)
if request.method == 'POST':
attachment.delete()
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
return render(request, 'helpdesk/ticket_attachment_del.html', {
'attachment': attachment,
'filename': attachment.filename,
})
def calc_average_nbr_days_until_ticket_resolved(Tickets):
nbr_closed_tickets = len(Tickets)
days_per_ticket = 0
days_each_ticket = list()
for ticket in Tickets:
time_ticket_open = ticket.modified - ticket.created
days_this_ticket = time_ticket_open.days
days_per_ticket += days_this_ticket
days_each_ticket.append(days_this_ticket)
if nbr_closed_tickets > 0:
mean_per_ticket = days_per_ticket / nbr_closed_tickets
else:
mean_per_ticket = 0
return mean_per_ticket
def calc_basic_ticket_stats(Tickets):
# all not closed tickets (open, reopened, resolved,) - independent of user
all_open_tickets = Tickets.exclude(status=Ticket.CLOSED_STATUS)
today = datetime.today()
date_30 = date_rel_to_today(today, 30)
date_60 = date_rel_to_today(today, 60)
date_30_str = date_30.strftime(CUSTOMFIELD_DATE_FORMAT)
date_60_str = date_60.strftime(CUSTOMFIELD_DATE_FORMAT)
# > 0 & <= 30
ota_le_30 = all_open_tickets.filter(created__gte=date_30_str)
N_ota_le_30 = len(ota_le_30)
# >= 30 & <= 60
ota_le_60_ge_30 = all_open_tickets.filter(
created__gte=date_60_str, created__lte=date_30_str)
N_ota_le_60_ge_30 = len(ota_le_60_ge_30)
# >= 60
ota_ge_60 = all_open_tickets.filter(created__lte=date_60_str)
N_ota_ge_60 = len(ota_ge_60)
# (O)pen (T)icket (S)tats
ots = list()
# label, number entries, color, sort_string
ots.append(['Tickets < 30 days', N_ota_le_30, 'success',
sort_string(date_30_str, ''), ])
ots.append(['Tickets 30 - 60 days', N_ota_le_60_ge_30,
'success' if N_ota_le_60_ge_30 == 0 else 'warning',
sort_string(date_60_str, date_30_str), ])
ots.append(['Tickets > 60 days', N_ota_ge_60,
'success' if N_ota_ge_60 == 0 else 'danger',
sort_string('', date_60_str), ])
# all closed tickets - independent of user.
all_closed_tickets = Tickets.filter(status=Ticket.CLOSED_STATUS)
average_nbr_days_until_ticket_closed = \
calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
# all closed tickets that were opened in the last 60 days.
all_closed_last_60_days = all_closed_tickets.filter(
created__gte=date_60_str)
average_nbr_days_until_ticket_closed_last_60_days = \
calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)
# put together basic stats
basic_ticket_stats = {
'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
'average_nbr_days_until_ticket_closed_last_60_days':
average_nbr_days_until_ticket_closed_last_60_days,
'open_ticket_stats': ots,
}
return basic_ticket_stats
def get_color_for_nbr_days(nbr_days):
if nbr_days < 5:
color_string = 'green'
elif nbr_days < 10:
color_string = 'orange'
else: # more than 10 days
color_string = 'red'
return color_string
def days_since_created(today, ticket):
return (today - ticket.created).days
def date_rel_to_today(today, offset):
return today - timedelta(days=offset)
def sort_string(begin, end):
return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' % (
begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)
@helpdesk_staff_member_required
def checklist_templates(request, checklist_template_id=None):
checklist_template = None
if checklist_template_id:
checklist_template = get_object_or_404(ChecklistTemplate, id=checklist_template_id)
form = ChecklistTemplateForm(request.POST or None, instance=checklist_template)
if form.is_valid():
form.save()
return redirect('helpdesk:checklist_templates')
return render(request, 'helpdesk/checklist_templates.html', {
'checklists': ChecklistTemplate.objects.all(),
'checklist_template': checklist_template,
'form': form
})
@helpdesk_staff_member_required
def delete_checklist_template(request, checklist_template_id):
checklist_template = get_object_or_404(ChecklistTemplate, id=checklist_template_id)
if request.POST:
checklist_template.delete()
return redirect('helpdesk:checklist_templates')
return render(request, 'helpdesk/checklist_template_confirm_delete.html', {
'checklist_template': checklist_template,
})
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