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.
"""
from django.core.exceptions import ObjectDoesNotExist

try:
    from StringIO import StringIO
except ImportError:
    from io import StringIO

from django import forms
from django.forms import extras
from django.conf import settings
from django.utils.translation import ugettext_lazy as _
from django.contrib.auth import get_user_model
try:
    from django.utils import timezone
except ImportError:
    from datetime import datetime as timezone

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

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):
        # 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
            instanceargs['max_length'] = field.max_length
        elif field.data_type == 'integer':
            fieldclass = forms.IntegerField
        elif field.data_type == 'decimal':
            fieldclass = forms.DecimalField
            instanceargs['decimal_places'] = field.decimal_places
            instanceargs['max_digits'] = field.max_length
        elif field.data_type == 'list':
            fieldclass = forms.ChoiceField
            choices = field.choices_as_array
            if field.empty_selection_list:
                choices.insert(0, ('', '---------'))
            instanceargs['choices'] = choices
        else:
            # Try to use the immediate equivalences dictionary
            try:
                fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
            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='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'}),
        required=False,
        label=_('Due on'),
    )

    attachment = forms.FileField(
        required=False,
        label=_('Attach File'),
        help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
    )

    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 _create_ticket(self):
        queue = Queue.objects.get(id=int(self.cleaned_data['queue']))

        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['priority'],
                        due_date=self.cleaned_data['due_date'],
                        )

        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):
        attachments = []
        if self.cleaned_data['attachment']:
            import mimetypes
            attachment = self.cleaned_data['attachment']
            filename = attachment.name.replace(' ', '_')
            att = Attachment(
                followup=followup,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=attachment.size,
            )
            att.file.save(attachment.name, attachment, save=False)
            att.save()

            if attachment.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                try:
                    attachments.append([att.filename, att.file])
                except NotImplementedError:
                    pass
        return attachments

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

        messages_sent_to = []

        if ticket.submitter_email:
            send_templated_mail(
                'newticket_submitter',
                context,
                recipients=ticket.submitter_email,
                sender=queue.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(ticket.submitter_email)

        if ticket.assigned_to and \
                ticket.assigned_to != user and \
                ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
                ticket.assigned_to.email and \
                ticket.assigned_to.email not in messages_sent_to:
            send_templated_mail(
                'assigned_owner',
                context,
                recipients=ticket.assigned_to.email,
                sender=queue.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(ticket.assigned_to.email)

        if queue.new_ticket_cc and queue.new_ticket_cc not in messages_sent_to:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=queue.new_ticket_cc,
                sender=queue.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(queue.new_ticket_cc)

        if queue.updated_ticket_cc and \
                queue.updated_ticket_cc != queue.new_ticket_cc and \
                queue.updated_ticket_cc not in messages_sent_to:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=queue.updated_ticket_cc,
                sender=queue.from_address,
                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'}),
        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'}),
        choices=(),
        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.'),
    )

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

    def save(self, user=None):
        """
        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'}),
        required=True,
        label=_('Your E-Mail Address'),
        help_text=_('We will e-mail you when your ticket is updated.'),
    )

    def __init__(self, *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)

    def save(self):
        """
        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'))
        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.Form):
    login_view_ticketlist = forms.BooleanField(
        label=_('Show Ticket List on Login?'),
        help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'),
        required=False,
    )

    email_on_ticket_change = forms.BooleanField(
        label=_('E-mail me on ticket change?'),
        help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'),
        required=False,
    )

    email_on_ticket_assign = forms.BooleanField(
        label=_('E-mail me when assigned a ticket?'),
        help_text=_('If you are assigned a ticket via the web, do you want to receive an e-mail?'),
        required=False,
    )

    tickets_per_page = forms.ChoiceField(
        label=_('Number of tickets to show per page'),
        help_text=_('How many tickets do you want to see on the Ticket List page?'),
        required=False,
        choices=((10, '10'), (25, '25'), (50, '50'), (100, '100')),
    )

    use_email_as_submitter = forms.BooleanField(
        label=_('Use my e-mail address when submitting tickets?'),
        help_text=_('When you submit a ticket, do you want to automatically '
                    'use your e-mail address as the submitter address? You '
                    'can type a different e-mail address when entering the '
                    'ticket if needed, this option only changes the default.'),
        required=False,
    )


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',)