django-helpdesk/helpdesk/forms.py

"""
django-helpdesk - A Django powered ticket tracker for small enterprise.

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

forms.py - Definitions of newforms-based forms for creating and maintaining
           tickets.
"""
import logging

from django.core.exceptions import ObjectDoesNotExist, ValidationError
from django import forms
from django.conf import settings
from django.utils.translation import ugettext_lazy as _
from django.contrib.auth import get_user_model
from django.utils import timezone

from helpdesk.lib import safe_template_context, process_attachments
from helpdesk.models import (Ticket, Queue, FollowUp, IgnoreEmail, TicketCC,
                             CustomField, TicketCustomFieldValue, TicketDependency, UserSettings, KBItem)
from helpdesk import settings as helpdesk_settings

logger = logging.getLogger(__name__)
User = get_user_model()

CUSTOMFIELD_TO_FIELD_DICT = {
    # Store the immediate equivalences here
    'boolean': forms.BooleanField,
    'date': forms.DateField,
    'time': forms.TimeField,
    'datetime': forms.DateTimeField,
    'email': forms.EmailField,
    'url': forms.URLField,
    'ipaddress': forms.GenericIPAddressField,
    'slug': forms.SlugField,
}


class CustomFieldMixin(object):
    """
    Mixin that provides a method to turn CustomFields into an actual field
    """

    def customfield_to_field(self, field, instanceargs):
        # Use TextInput widget by default
        instanceargs['widget'] = forms.TextInput(attrs={'class': 'form-control'})
        # if-elif branches start with special cases
        if field.data_type == 'varchar':
            fieldclass = forms.CharField
            instanceargs['max_length'] = field.max_length
        elif field.data_type == 'text':
            fieldclass = forms.CharField
            instanceargs['widget'] = forms.Textarea(attrs={'class': 'form-control'})
            instanceargs['max_length'] = field.max_length
        elif field.data_type == 'integer':
            fieldclass = forms.IntegerField
            instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'})
        elif field.data_type == 'decimal':
            fieldclass = forms.DecimalField
            instanceargs['decimal_places'] = field.decimal_places
            instanceargs['max_digits'] = field.max_length
            instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'})
        elif field.data_type == 'list':
            fieldclass = forms.ChoiceField
            choices = field.choices_as_array
            if field.empty_selection_list:
                choices.insert(0, ('', '---------'))
            instanceargs['choices'] = choices
            instanceargs['widget'] = forms.Select(attrs={'class': 'form-control'})
        else:
            # Try to use the immediate equivalences dictionary
            try:
                fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
                # Change widget in case it is a boolean
                if fieldclass == forms.BooleanField:
                    instanceargs['widget'] = forms.CheckboxInput(attrs={'class': 'form-control'})

            except KeyError:
                # The data_type was not found anywhere
                raise NameError("Unrecognized data_type %s" % field.data_type)

        self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)


class EditTicketForm(CustomFieldMixin, forms.ModelForm):

    class Meta:
        model = Ticket
        exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')

    def __init__(self, *args, **kwargs):
        """
        Add any custom fields that are defined to the form
        """
        super(EditTicketForm, self).__init__(*args, **kwargs)

        for field in CustomField.objects.all():
            try:
                current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
                initial_value = current_value.value
            except TicketCustomFieldValue.DoesNotExist:
                initial_value = None
            instanceargs = {
                'label': field.label,
                'help_text': field.help_text,
                'required': field.required,
                'initial': initial_value,
            }

            self.customfield_to_field(field, instanceargs)

    def save(self, *args, **kwargs):

        for field, value in self.cleaned_data.items():
            if field.startswith('custom_'):
                field_name = field.replace('custom_', '', 1)
                customfield = CustomField.objects.get(name=field_name)
                try:
                    cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
                except ObjectDoesNotExist:
                    cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
                cfv.value = value
                cfv.save()

        return super(EditTicketForm, self).save(*args, **kwargs)


class EditFollowUpForm(forms.ModelForm):

    class Meta:
        model = FollowUp
        exclude = ('date', 'user',)

    def __init__(self, *args, **kwargs):
        """Filter not openned tickets here."""
        super(EditFollowUpForm, self).__init__(*args, **kwargs)
        self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))


class AbstractTicketForm(CustomFieldMixin, forms.Form):
    """
    Contain all the common code and fields between "TicketForm" and
    "PublicTicketForm". This Form is not intended to be used directly.
    """
    queue = forms.ChoiceField(
        widget=forms.Select(attrs={'class': 'form-control'}),
        label=_('Queue'),
        required=True,
        choices=()
    )

    title = forms.CharField(
        max_length=100,
        required=True,
        widget=forms.TextInput(attrs={'class': 'form-control'}),
        label=_('Summary of the problem'),
    )

    body = forms.CharField(
        widget=forms.Textarea(attrs={'class': 'form-control'}),
        label=_('Description of your issue'),
        required=True,
        help_text=_('Please be as descriptive as possible and include all details'),
    )

    priority = forms.ChoiceField(
        widget=forms.Select(attrs={'class': 'form-control'}),
        choices=Ticket.PRIORITY_CHOICES,
        required=True,
        initial=getattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY', '3'),
        label=_('Priority'),
        help_text=_("Please select a priority carefully. If unsure, leave it as '3'."),
    )

    due_date = forms.DateTimeField(
        widget=forms.TextInput(attrs={'class': 'form-control', 'autocomplete': 'off'}),
        required=False,
        input_formats=['%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
        label=_('Due on'),
    )

    attachment = forms.FileField(
        widget=forms.FileInput(attrs={'class': 'form-control-file'}),
        required=False,
        label=_('Attach File'),
        help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
    )

    class Media:
        js = ('helpdesk/js/init_due_date.js',)

    def __init__(self, kbcategory=None, *args, **kwargs):
        super().__init__(*args, **kwargs)
        if kbcategory:
            self.fields['kbitem'] = forms.ChoiceField(
                widget=forms.Select(attrs={'class': 'form-control'}),
                required=False,
                label=_('Knowledge Base Item'),
                choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk, enabled=True)],
            )

    def _add_form_custom_fields(self, staff_only_filter=None):
        if staff_only_filter is None:
            queryset = CustomField.objects.all()
        else:
            queryset = CustomField.objects.filter(staff_only=staff_only_filter)

        for field in queryset:
            instanceargs = {
                'label': field.label,
                'help_text': field.help_text,
                'required': field.required,
            }

            self.customfield_to_field(field, instanceargs)

    def _get_queue(self):
        # this procedure is re-defined for public submission form
        return Queue.objects.get(id=int(self.cleaned_data['queue']))

    def _create_ticket(self):
        queue = self._get_queue()
        kbitem = None
        if 'kbitem' in self.cleaned_data:
            kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))

        ticket = Ticket(
            title=self.cleaned_data['title'],
            submitter_email=self.cleaned_data['submitter_email'],
            created=timezone.now(),
            status=Ticket.OPEN_STATUS,
            queue=queue,
            description=self.cleaned_data['body'],
            priority=self.cleaned_data.get(
                'priority',
                getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3")
            ),
            due_date=self.cleaned_data.get(
                'due_date',
                getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None)
            ) or None,
            kbitem=kbitem,
        )

        return ticket, queue

    def _create_custom_fields(self, ticket):
        for field, value in self.cleaned_data.items():
            if field.startswith('custom_'):
                field_name = field.replace('custom_', '', 1)
                custom_field = CustomField.objects.get(name=field_name)
                cfv = TicketCustomFieldValue(ticket=ticket,
                                             field=custom_field,
                                             value=value)
                cfv.save()

    def _create_follow_up(self, ticket, title, user=None):
        followup = FollowUp(ticket=ticket,
                            title=title,
                            date=timezone.now(),
                            public=True,
                            comment=self.cleaned_data['body'],
                            )
        if user:
            followup.user = user
        return followup

    def _attach_files_to_follow_up(self, followup):
        files = self.cleaned_data['attachment']
        if files:
            files = process_attachments(followup, [files])
        return files

    @staticmethod
    def _send_messages(ticket, queue, followup, files, user=None):
        context = safe_template_context(ticket)
        context['comment'] = followup.comment

        roles = {'submitter': ('newticket_submitter', context),
                 'new_ticket_cc': ('newticket_cc', context),
                 'ticket_cc': ('newticket_cc', context)}
        if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign:
            roles['assigned_to'] = ('assigned_owner', context)
        ticket.send(
            roles,
            fail_silently=True,
            files=files,
        )


class TicketForm(AbstractTicketForm):
    """
    Ticket Form creation for registered users.
    """
    submitter_email = forms.EmailField(
        required=False,
        label=_('Submitter E-Mail Address'),
        widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
        help_text=_('This e-mail address will receive copies of all public '
                    'updates to this ticket.'),
    )
    assigned_to = forms.ChoiceField(
        widget=(
            forms.Select(attrs={'class': 'form-control'})
            if not helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO
            else forms.HiddenInput()
        ),
        required=False,
        label=_('Case owner'),
        help_text=_('If you select an owner other than yourself, they\'ll be '
                    'e-mailed details of this ticket immediately.'),

        choices=()
    )

    def __init__(self, *args, **kwargs):
        """
        Add any custom fields that are defined to the form.
        """
        queue_choices = kwargs.pop("queue_choices")

        super().__init__(*args, **kwargs)

        self.fields['queue'].choices = queue_choices
        if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
            assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
        else:
            assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
        self.fields['assigned_to'].choices = [('', '--------')] + [(u.id, u.get_username()) for u in assignable_users]
        self._add_form_custom_fields()

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """

        ticket, queue = self._create_ticket()
        if self.cleaned_data['assigned_to']:
            try:
                u = User.objects.get(id=self.cleaned_data['assigned_to'])
                ticket.assigned_to = u
            except User.DoesNotExist:
                ticket.assigned_to = None
        ticket.save()

        self._create_custom_fields(ticket)

        if self.cleaned_data['assigned_to']:
            title = _('Ticket Opened & Assigned to %(name)s') % {
                'name': ticket.get_assigned_to or _("<invalid user>")
            }
        else:
            title = _('Ticket Opened')
        followup = self._create_follow_up(ticket, title=title, user=user)
        followup.save()

        files = self._attach_files_to_follow_up(followup)
        self._send_messages(ticket=ticket,
                            queue=queue,
                            followup=followup,
                            files=files,
                            user=user)
        return ticket


class PublicTicketForm(AbstractTicketForm):
    """
    Ticket Form creation for all users (public-facing).
    """
    submitter_email = forms.EmailField(
        widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
        required=True,
        label=_('Your E-Mail Address'),
        help_text=_('We will e-mail you when your ticket is updated.'),
    )

    def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs):
        """
        Add any (non-staff) custom fields that are defined to the form
        """
        super(PublicTicketForm, self).__init__(*args, **kwargs)
        self._add_form_custom_fields(False)

        field_hide_table = {
            'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE',
            'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY',
            'due_date': 'HELPDESK_PUBLIC_TICKET_DUE_DATE',
        }

        for field_name, field_setting_key in field_hide_table.items():
            has_settings_default_value = getattr(settings, field_setting_key, None)
            if has_settings_default_value is not None:
                hidden_fields += (field_name,)

        for field in hidden_fields:
            if field in self.fields:
                del self.fields[field]

        public_queues = Queue.objects.filter(allow_public_submission=True)

        if len(public_queues) == 0:
            logger.warning(
                "There are no public queues defined - public ticket creation is impossible"
            )

        if 'queue' in self.fields:
            self.fields['queue'].choices = [('', '--------')] + [
                (q.id, q.title) for q in public_queues]

    def _get_queue(self):
        if getattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE', None) is not None:
            # force queue to be the pre-defined one
            # (only for public submissions)
            public_queue = Queue.objects.filter(
                slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE
            ).first()
            if not public_queue:
                logger.fatal(
                    "Public queue '%s' is configured as default but can't be found",
                    settings.HELPDESK_PUBLIC_TICKET_QUEUE
                )
            return public_queue
        else:
            # get the queue user entered
            return Queue.objects.get(id=int(self.cleaned_data['queue']))

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """
        ticket, queue = self._create_ticket()
        if queue.default_owner and not ticket.assigned_to:
            ticket.assigned_to = queue.default_owner
        ticket.save()

        self._create_custom_fields(ticket)

        followup = self._create_follow_up(
            ticket, title=_('Ticket Opened Via Web'), user=user)
        followup.save()

        files = self._attach_files_to_follow_up(followup)
        self._send_messages(ticket=ticket,
                            queue=queue,
                            followup=followup,
                            files=files)
        return ticket


class UserSettingsForm(forms.ModelForm):

    class Meta:
        model = UserSettings
        exclude = ['user', 'settings_pickled']


class EmailIgnoreForm(forms.ModelForm):

    class Meta:
        model = IgnoreEmail
        exclude = []


class TicketCCForm(forms.ModelForm):
    ''' Adds either an email address or helpdesk user as a CC on a Ticket. Used for processing POST requests. '''

    class Meta:
        model = TicketCC
        exclude = ('ticket',)

    def __init__(self, *args, **kwargs):
        super(TicketCCForm, self).__init__(*args, **kwargs)
        if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
            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)
        self.fields['user'].queryset = users


class TicketCCUserForm(forms.ModelForm):
    ''' Adds a helpdesk user as a CC on a Ticket '''

    def __init__(self, *args, **kwargs):
        super(TicketCCUserForm, self).__init__(*args, **kwargs)
        if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
            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)
        self.fields['user'].queryset = users

    class Meta:
        model = TicketCC
        exclude = ('ticket', 'email',)


class TicketCCEmailForm(forms.ModelForm):
    ''' Adds an email address as a CC on a Ticket '''

    def __init__(self, *args, **kwargs):
        super(TicketCCEmailForm, self).__init__(*args, **kwargs)

    class Meta:
        model = TicketCC
        exclude = ('ticket', 'user',)


class TicketDependencyForm(forms.ModelForm):
    ''' Adds a different ticket as a dependency for this Ticket '''

    class Meta:
        model = TicketDependency
        exclude = ('ticket',)


class MultipleTicketSelectForm(forms.Form):
    tickets = forms.ModelMultipleChoiceField(
        label=_('Tickets to merge'),
        queryset=Ticket.objects.filter(merged_to=None),
        widget=forms.SelectMultiple(attrs={'class': 'form-control'})
    )

    def clean_tickets(self):
        tickets = self.cleaned_data.get('tickets')
        if len(tickets) < 2:
            raise ValidationError(_('Please choose at least 2 tickets.'))
        if len(tickets) > 4:
            raise ValidationError(_('Impossible to merge more than 4 tickets...'))
        queues = tickets.order_by('queue').distinct().values_list('queue', flat=True)
        if len(queues) != 1:
            raise ValidationError(_('All selected tickets must share the same queue in order to be merged.'))
        return tickets