django-helpdesk/helpdesk/management/commands/escalate_tickets.py

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#!/usr/bin/python
"""
django-helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
designed to be run from Cron or similar.
"""
from datetime import timedelta, date
import getopt
from optparse import make_option
import sys
from django.core.management.base import BaseCommand, CommandError
from django.db.models import Q
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from django.utils.translation import gettext as _
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from django.utils import timezone
from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
from helpdesk.lib import safe_template_context
class Command(BaseCommand):
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def __init__(self):
BaseCommand.__init__(self)
self.option_list = (
make_option(
'--queues',
help='Queues to include (default: all). Use queue slugs'),
make_option(
'--verboseescalation',
action='store_true',
default=False,
help='Display a list of dates excluded'),
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)
def handle(self, *args, **options):
verbose = False
queue_slugs = None
queues = []
if 'verboseescalation' in options:
verbose = True
if 'queues' in options:
queue_slugs = options['queues']
if queue_slugs is not None:
queue_set = queue_slugs.split(',')
for queue in queue_set:
try:
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Queue.objects.get(slug__exact=queue)
except Queue.DoesNotExist:
raise CommandError("Queue %s does not exist." % queue)
queues.append(queue)
escalate_tickets(queues=queues, verbose=verbose)
def escalate_tickets(queues, verbose):
""" Only include queues with escalation configured """
queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
if queues:
queryset = queryset.filter(slug__in=queues)
for q in queryset:
last = date.today() - timedelta(days=q.escalate_days)
today = date.today()
workdate = last
days = 0
while workdate < today:
if EscalationExclusion.objects.filter(date=workdate).count() == 0:
days += 1
workdate = workdate + timedelta(days=1)
req_last_escl_date = date.today() - timedelta(days=days)
if verbose:
print("Processing: %s" % q)
for t in q.ticket_set.filter(
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Q(status=Ticket.OPEN_STATUS) |
Q(status=Ticket.REOPENED_STATUS)
).exclude(
priority=1
).filter(
Q(on_hold__isnull=True) |
Q(on_hold=False)
).filter(
Q(last_escalation__lte=req_last_escl_date) |
Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
):
t.last_escalation = timezone.now()
t.priority -= 1
t.save()
context = safe_template_context(t)
t.send(
{'submitter': ('escalated_submitter', context),
'ticket_cc': ('escalated_cc', context),
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'assigned_to': ('escalated_owner', context)},
fail_silently=True,
)
if verbose:
print(" - Esclating %s from %s>%s" % (
t.ticket,
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t.priority + 1,
t.priority
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)
)
f = FollowUp(
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ticket=t,
title='Ticket Escalated',
date=timezone.now(),
public=True,
comment=_('Ticket escalated after %s days' % q.escalate_days),
)
f.save()
tc = TicketChange(
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followup=f,
field=_('Priority'),
old_value=t.priority + 1,
new_value=t.priority,
)
tc.save()
def usage():
print("Options:")
print(" --queues: Queues to include (default: all). Use queue slugs")
print(" --verboseescalation: Display a list of dates excluded")
if __name__ == '__main__':
try:
opts, args = getopt.getopt(sys.argv[1:], ['queues=', 'verboseescalation'])
except getopt.GetoptError:
usage()
sys.exit(2)
verbose = False
queue_slugs = None
queues = []
for o, a in opts:
if o == '--verboseescalation':
verbose = True
if o == '--queues':
queue_slugs = a
if queue_slugs is not None:
queue_set = queue_slugs.split(',')
for queue in queue_set:
try:
q = Queue.objects.get(slug__exact=queue)
except Queue.DoesNotExist:
print("Queue %s does not exist." % queue)
sys.exit(2)
queues.append(queue)
escalate_tickets(queues=queues, verbose=verbose)