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MANIFEST.in
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@ -7,3 +7,4 @@ recursive-include helpdesk/htdocs *
recursive-include helpdesk/locale *.po *.mo
recursive-include helpdesk/templates *
recursive-include helpdesk/fixtures *.json
recursive-include docs/html *

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README
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django-helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2009 Jutda. All Rights Reserved. See LICENSE for details.
django-helpdesk was formerly known as Jutda Helpdesk, named after the
company who originally created it. As of January 2011 the name has been
changed to reflect what it really is: a Django-powered ticket tracker with
contributors reaching far beyond Jutda.
#########################
0. Table of Contents
#########################
1. Licensing
2. Dependencies (pre-flight checklist)
3. Upgrading from previous versions
4. Installation
5. Initial Configuration
6. Spam filtering
7. API Usage
8. Custom fields
#########################
1. Licensing
#########################
See the file 'LICENSE' for licensing terms. Note that django-helpdesk is
distributed with 3rd party products which have their own licenses. See
LICENSE.3RDPARTY for license terms for included packages.
#########################
2. Dependencies (pre-flight checklist)
#########################
1. Python 2.4+
2. Django (1.2 or newer)
3. An existing WORKING Django project with database etc. If you
cannot log into the Admin, you won't get this product working.
NOTE REGARDING SQLITE AND SEARCHING:
If you use sqlite as your database, the search function will not work as
effectively as it will with other databases due to its inability to do
case-insensitive searches. It's recommended that you use PostgreSQL or MySQL
if possible. For more information, see this note in the Django documentation:
http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching
When you try to do a keyword search using sqlite, a message will be displayed
to alert you to this shortcoming. There is no way around it, sorry.
#########################
3. Upgrading from previous versions
#########################
If you are upgrading from a previous version of django-helpdesk, you should
read the UPGRADING file to learn what changes you will need to make to get
the current version of django-helpdesk working.
1. Find out your current version of django-helpdesk. In the 'helpdesk' folder,
use the 'svn' command to find the current revision:
svn info .
Look for the 'Revision' line, eg:
Revision: 92
2. Read through the UPGRADE file, looking for any changse made _after_ that
revision. Apply the commands provided in order from oldest to most recent.
3. Restart your web server software (eg Apache) or FastCGI instance, to ensure
the latest changes are in use.
4. Continue to the 'Initial Configuration' area, if needed.
#########################
4. Installation
#########################
1. Try using 'pip install django-helpdesk'. If that fails, download and
place 'helpdesk' in your Python path. I use /var/django, others may use
/usr/lib/python2.4/site-packages/ or a similar path.
2. In your projects' settings.py file, add these lines to the INSTALLED_APPS
setting:
'helpdesk',
'django.contrib.admin',
3. In your projects' urls.py file, add this line:
(r'helpdesk/', include('helpdesk.urls')),
You can substitute 'helpdesk/' for something else, eg 'support/' or even ''.
4. Ensure the admin line is un-hashed in urls.py:
# Uncomment this for admin:
from django.contrib import admin
admin.autodiscover()
(r'^admin/(.*)', admin.site.root),
If you use helpdesk at the top of your domain (at /), ensure the admin
line comes BEFORE the helpdesk line.
5. In your project directory (NOT the helpdesk directory) run
./manage.py syncdb
to create database tables
6. Inside your MEDIA_ROOT folder, create a new folder called 'helpdesk' and
copy the contents of helpdesk/htdocs/ into it. Alternatively, create a
symlink:
ln -s /path/to/helpdesk/htdocs /path/to/media/helpdesk
This application assumes all helpdesk media will be accessible at
http://MEDIA_URL/helpdesk/
7. Inside your MEDIA_ROOT folder, inside the 'helpdesk' folder, is a folder
called 'attachments'. Ensure your web server software can write to this
folder - something like this should do the trick:
chown www-data:www-data attachments/; chmod 700 attachments
(substitute www-data for the user / group that your web server runs
as, eg 'apache' or 'httpd')
If all else fails ensure all users can write to it:
chmod 777 attachments/
This is NOT recommended, especially if you're on a shared server.
8. Ensure that your 'attachments' folder has directory listings turned off,
to ensure users don't download files that they are not specifically linked
to from their tickets.
If you are using Apache, put a .htaccess file in the 'attachments' folder
with the following content:
Options -Indexes
You will also have to make sure that .htaccess files aren't being ignored.
Ideally, accessing http://MEDIA_URL/helpdesk/attachments/ will give you a
403 access denied error.
#########################
5. Initial Configuration
#########################
1. Visit http://yoursite/admin/ and add a Helpdesk Queue. If you wish,
enter your POP3 or IMAP server details.
IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
the original e-mail from the mail server.
2. Visit http://yoursite/helpdesk/ (or other path as defined in your urls.py)
3. If you wish to automatically create tickets from the contents of an e-mail
inbox, set up a cronjob to run scripts/get_email.py on a regular basis.
Don't forget to set the relevant Django environment variables in your
crontab:
*/5 * * * * /path/to/helpdesksite/manage.py get_email
This will run the e-mail import every 5 minutes
IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
the original e-mail from the mail server.
4. If you wish to automatically escalate tickets based on their age, set up
a cronjob to run scripts/escalate_tickets.py on a regular basis:
0 * * * * /path/to/helpdesksite/manage.py escalate_tickets
This will run the escalation process hourly, using the 'Escalation Hours'
setting for each queue to determine which tickets to escalate.
5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter
the dates manually via the Admin, or setup a cronjob to run
the create_escalation_exclusions management command on a regular basis:
0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely
This will, on a weekly basis, create exclusions for the coming weekend.
6. Log in to your Django admin screen, and go to the 'Sites' module. If the
site 'example.com' is listed, click it and update the details so they are
relevant for your website.
7. If you do not send mail directly from your web server (eg, you need to
use an SMTP server) then edit your settings.py file so it contains your
mail server details:
EMAIL_HOST = 'XXXXX'
EMAIL_HOST_USER = 'YYYYYY@ZZZZ.PPP'
EMAIL_HOST_PASSWORD = '123456'
You're now up and running!
#########################
7. Spam filtering
#########################
django-helpdesk includes a copy of `akismet.py' by Michael Foord, which lets
incoming ticket submissions be automatically checked against either the
Akismet or TypePad Anti-Spam services.
To enable this functionality, sign up for an API key with one of the following
serviceS:
Akismet: http://akismet.com/
Save your API key in settings.py as AKISMET_API_KEY
Note: Akismet is only free for personal use. Paid commercial accounts are
available.
TypePad AntiSpam: http://antispam.typepad.com/
Save your API key in settings.py as TYPEPAD_ANTISPAM_API_KEY
This service is free to use, within their terms and conditions.
If you have either of these settings enabled, the spam filtering will be
done automatically. If you have *both* settings configured, TypePad will
be used instead of Akismet.
Example configuration in settings.py:
TYPEPAD_ANTISPAM_API_KEY = 'abc123'
#########################
7. API Usage
#########################
django-helpdesk includes an API accessible via HTTP POST requests, allowing
you to create and alter tickets from 3rd party software and systems.
For usage instructions and command syntax, see the file
templates/helpdesk/api_help.html, or visit http://helpdesk/api/help/.
#########################
8. Custom fields
#########################
As of February 2011, django-helpdesk supports custom fields on the Ticket
model. These fields are created by using the Django administration tool, and
are shown on both the public and staff submission forms.
You can use most Django field types including text, integer, boolean, and list.
The demo at http://demo.jutdahelpdesk.com contains an example of each type of
custom field, including a mix of mandatory and optional fields.
Note that this feature is still in beta - it needs quite a bit of testing and
no doubt has bugs!

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django-helpdesk - A Django powered ticket tracker for small enterprise.
=======================================================================
Copyright 2009-11 Jutda and Ross Poulton. All Rights Reserved. See LICENSE for details.
django-helpdesk was formerly known as Jutda Helpdesk, named after the
company who originally created it. As of January 2011 the name has been
changed to reflect what it really is: a Django-powered ticket tracker with
contributors reaching far beyond Jutda.
Complete documentation is available in the docs/ directory, or online at http://django-helpdesk.readthedocs.org/.
You can see a demo installation at http://demo.jutdahelpdesk.com
Licensing
=========
See the file 'LICENSE' for licensing terms. Note that django-helpdesk is
distributed with 3rd party products which have their own licenses. See
LICENSE.3RDPARTY for license terms for included packages.
Dependencies (pre-flight checklist)
===================================
1. Python 2.4+
2. Django (1.2 or newer)
3. An existing WORKING Django project with database etc. If you
cannot log into the Admin, you won't get this product working.
**NOTE REGARDING SQLITE AND SEARCHING:**
If you use sqlite as your database, the search function will not work as
effectively as it will with other databases due to its inability to do
case-insensitive searches. It's recommended that you use PostgreSQL or MySQL
if possible. For more information, see this note in the Django documentation:
http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching
When you try to do a keyword search using sqlite, a message will be displayed
to alert you to this shortcoming. There is no way around it, sorry.
Upgrading from previous versions
================================
If you are upgrading from a previous version of django-helpdesk, you should
read the UPGRADING file to learn what changes you will need to make to get
the current version of django-helpdesk working.
1. Find out your current version of django-helpdesk. In the 'helpdesk' folder,
use the 'svn' command to find the current revision::
svn info .
Look for the 'Revision' line, eg::
Revision: 92
2. Read through the UPGRADE file, looking for any changse made _after_ that
revision. Apply the commands provided in order from oldest to most recent.
3. Restart your web server software (eg Apache) or FastCGI instance, to ensure
the latest changes are in use.
4. Continue to the 'Initial Configuration' area, if needed.
Installation
============
``pip install django-helpdesk``
For further installation information see docs/install.html and docs/configuration.html

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# Makefile for Sphinx documentation
#
# You can set these variables from the command line.
SPHINXOPTS =
SPHINXBUILD = sphinx-build
PAPER =
BUILDDIR = .
# Internal variables.
PAPEROPT_a4 = -D latex_paper_size=a4
PAPEROPT_letter = -D latex_paper_size=letter
ALLSPHINXOPTS = -d $(BUILDDIR)/doctrees $(PAPEROPT_$(PAPER)) $(SPHINXOPTS) source
.PHONY: help clean html dirhtml singlehtml pickle json htmlhelp qthelp devhelp epub latex latexpdf text man changes linkcheck doctest
help:
@echo "Please use \`make <target>' where <target> is one of"
@echo " html to make standalone HTML files"
@echo " dirhtml to make HTML files named index.html in directories"
@echo " singlehtml to make a single large HTML file"
@echo " pickle to make pickle files"
@echo " json to make JSON files"
@echo " htmlhelp to make HTML files and a HTML help project"
@echo " qthelp to make HTML files and a qthelp project"
@echo " devhelp to make HTML files and a Devhelp project"
@echo " epub to make an epub"
@echo " latex to make LaTeX files, you can set PAPER=a4 or PAPER=letter"
@echo " latexpdf to make LaTeX files and run them through pdflatex"
@echo " text to make text files"
@echo " man to make manual pages"
@echo " changes to make an overview of all changed/added/deprecated items"
@echo " linkcheck to check all external links for integrity"
@echo " doctest to run all doctests embedded in the documentation (if enabled)"
clean:
-rm -rf $(BUILDDIR)/*
html:
$(SPHINXBUILD) -b html $(ALLSPHINXOPTS) $(BUILDDIR)/html
@echo
@echo "Build finished. The HTML pages are in $(BUILDDIR)/html."
dirhtml:
$(SPHINXBUILD) -b dirhtml $(ALLSPHINXOPTS) $(BUILDDIR)/dirhtml
@echo
@echo "Build finished. The HTML pages are in $(BUILDDIR)/dirhtml."
singlehtml:
$(SPHINXBUILD) -b singlehtml $(ALLSPHINXOPTS) $(BUILDDIR)/singlehtml
@echo
@echo "Build finished. The HTML page is in $(BUILDDIR)/singlehtml."
pickle:
$(SPHINXBUILD) -b pickle $(ALLSPHINXOPTS) $(BUILDDIR)/pickle
@echo
@echo "Build finished; now you can process the pickle files."
json:
$(SPHINXBUILD) -b json $(ALLSPHINXOPTS) $(BUILDDIR)/json
@echo
@echo "Build finished; now you can process the JSON files."
htmlhelp:
$(SPHINXBUILD) -b htmlhelp $(ALLSPHINXOPTS) $(BUILDDIR)/htmlhelp
@echo
@echo "Build finished; now you can run HTML Help Workshop with the" \
".hhp project file in $(BUILDDIR)/htmlhelp."
qthelp:
$(SPHINXBUILD) -b qthelp $(ALLSPHINXOPTS) $(BUILDDIR)/qthelp
@echo
@echo "Build finished; now you can run "qcollectiongenerator" with the" \
".qhcp project file in $(BUILDDIR)/qthelp, like this:"
@echo "# qcollectiongenerator $(BUILDDIR)/qthelp/django-helpdesk.qhcp"
@echo "To view the help file:"
@echo "# assistant -collectionFile $(BUILDDIR)/qthelp/django-helpdesk.qhc"
devhelp:
$(SPHINXBUILD) -b devhelp $(ALLSPHINXOPTS) $(BUILDDIR)/devhelp
@echo
@echo "Build finished."
@echo "To view the help file:"
@echo "# mkdir -p $$HOME/.local/share/devhelp/django-helpdesk"
@echo "# ln -s $(BUILDDIR)/devhelp $$HOME/.local/share/devhelp/django-helpdesk"
@echo "# devhelp"
epub:
$(SPHINXBUILD) -b epub $(ALLSPHINXOPTS) $(BUILDDIR)/epub
@echo
@echo "Build finished. The epub file is in $(BUILDDIR)/epub."
latex:
$(SPHINXBUILD) -b latex $(ALLSPHINXOPTS) $(BUILDDIR)/latex
@echo
@echo "Build finished; the LaTeX files are in $(BUILDDIR)/latex."
@echo "Run \`make' in that directory to run these through (pdf)latex" \
"(use \`make latexpdf' here to do that automatically)."
latexpdf:
$(SPHINXBUILD) -b latex $(ALLSPHINXOPTS) $(BUILDDIR)/latex
@echo "Running LaTeX files through pdflatex..."
make -C $(BUILDDIR)/latex all-pdf
@echo "pdflatex finished; the PDF files are in $(BUILDDIR)/latex."
text:
$(SPHINXBUILD) -b text $(ALLSPHINXOPTS) $(BUILDDIR)/text
@echo
@echo "Build finished. The text files are in $(BUILDDIR)/text."
man:
$(SPHINXBUILD) -b man $(ALLSPHINXOPTS) $(BUILDDIR)/man
@echo
@echo "Build finished. The manual pages are in $(BUILDDIR)/man."
changes:
$(SPHINXBUILD) -b changes $(ALLSPHINXOPTS) $(BUILDDIR)/changes
@echo
@echo "The overview file is in $(BUILDDIR)/changes."
linkcheck:
$(SPHINXBUILD) -b linkcheck $(ALLSPHINXOPTS) $(BUILDDIR)/linkcheck
@echo
@echo "Link check complete; look for any errors in the above output " \
"or in $(BUILDDIR)/linkcheck/output.txt."
doctest:
$(SPHINXBUILD) -b doctest $(ALLSPHINXOPTS) $(BUILDDIR)/doctest
@echo "Testing of doctests in the sources finished, look at the " \
"results in $(BUILDDIR)/doctest/output.txt."

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# Sphinx build info version 1
# This file hashes the configuration used when building these files. When it is not found, a full rebuild will be done.
config: 3849f354f6590d5e46c0b135b561d830
tags: fbb0d17656682115ca4d033fb2f83ba1

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Ticket API
==========
django-helpdesk includes an API accessible via HTTP POST requests, allowing you to create and alter tickets from 3rd party software and systems.
For usage instructions and command syntax, see the file ``templates/helpdesk/api_help.html``, or visit http://helpdesk/api/help/.

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Configuration
=============
Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.
1. Visit ``http://yoursite/admin/`` and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details.
**IMPORTANT NOTE**: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.
2. Visit ``http://yoursite/helpdesk/`` (or whatever path as defined in your ``urls.py``)
3. If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis.
Don't forget to set the relevant Django environment variables in your crontab::
*/5 * * * * /path/to/helpdesksite/manage.py get_email
This will run the e-mail import every 5 minutes
**IMPORTANT NOTE**: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.
4. If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis::
0 * * * * /path/to/helpdesksite/manage.py escalate_tickets
This will run the escalation process hourly, using the 'Escalation Hours' setting for each queue to determine which tickets to escalate.
5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis::
0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely
This will, on a weekly basis, create exclusions for the coming weekend.
6. Log in to your Django admin screen, and go to the 'Sites' module. If the site ``example.com`` is listed, click it and update the details so they are relevant for your website.
7. If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your ``settings.py`` file so it contains your mail server details::
EMAIL_HOST = 'XXXXX'
EMAIL_HOST_USER = 'YYYYYY@ZZZZ.PPP'
EMAIL_HOST_PASSWORD = '123456'
You're now up and running! Happy ticketing.

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Custom Fields
=============
As of February 2011, django-helpdesk supports custom fields on the ``Ticket`` model. These fields are created by using the Django administration tool, and are shown on both the public and staff submission forms.
You can use most Django field types including text, integer, boolean, and list.
The demo at http://demo.jutdahelpdesk.com contains an example of each type of custom field, including a mix of mandatory and optional fields.
Note that this feature is still in beta - it needs quite a bit of testing and no doubt has bugs!

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Welcome to django-helpdesk's documentation!
===========================================
django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.
How Does It Look?
-----------------
You can see a demo installation at http://demo.jutdahelpdesk.com
Quick Start
-----------
django-helpdesk is just a Django application with models, views, templates, and some media. If you're comfortable with Django just try ``pip install django-helpdesk``. If not, continue to read the Installation document.
Key Features
------------
django-helpdesk has been designed for small businesses who need to recieve, manage and respond to requests for help from customers. In this context *'customers'* may be external users, or other people within your company.
* Tickets can be opened vi a email
* Multiple queues / categories of tickets
* Integrated FAQ / knowledgebase
Customer-facing Capabilities
~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Customers (who are not 'staff' users in Django) can:
1. Browse your knowledgebase / FAQ
2. Submit support requests via web/email
3. Review open and closed requests they submitted
Staff Capabilities
~~~~~~~~~~~~~~~~~~~~
If a user is a staff member, they get general helpdesk access, including:
1. See the ticket dashboard showing unassigned tickets and basic status of the helpdesk
2. Review the tickets assigned to them
3. Search through all tickets, open and closed
4. Save their searches for future use
5. Follow up or respond to tickets
6. Assign tickets to themselves or other staff members
7. Resolve tickets
Licensing
---------
django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. More details can be found in the :doc:`license documentation`.
Dependencies
------------
1. Python 2.4+
2. Django (1.2 or newer)
3. An existing **working** Django project with database etc. If you cannot log into the Admin, you won't get this product working!
Contents:
---------
.. toctree::
:maxdepth: 2
:glob:
license
install
configuration
settings
spam
custom_fields
api

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Installation
============
django-helpdesk installation isn't difficult, but it requires you have a bit of existing know-how about Django.
Getting The Code
----------------
Installing using PIP
~~~~~~~~~~~~~~~~~~~~
Try using ``pip install django-helpdesk``. Go and have a beer to celebrate Python packaging.
GIT Checkout (Cutting Edge)
~~~~~~~~~~~~~~~~~~~~~~~~~~~
If you're planning on editing the code or just want to get whatever is the latest and greatest, you can clone the official Git repository with ``git clone git://github.com/rossp/django-helpdesk.git``
Copy the ``helpdesk`` folder into your ``PYTHONPATH``.
I just want a .tar.gz!
~~~~~~~~~~~~~~~~~~~~~~
You can download the latest PyPi package from http://pypi.python.org/pypi/django-helpdesk/
Download, extract, and drop ``helpdesk`` into your ``PYTHONPATH``
Adding To Your Django Project
-----------------------------
1. Edit your ``settings.py`` file and add ``helpdesk`` to the ``INSTALLED_APPS`` setting. You also need ``django.contrib.admin`` in ``INSTALLED_APPS`` if you haven't already added it. eg::
INSTALLED_APPS = (
'django.contrib.auth',
'django.contrib.contenttypes',
'django.contrib.sessions',
'django.contrib.sites',
'django.contrib.admin', # Required for helpdesk admin/maintenance
'django.contrib.markup', # Required for text display
'helpdesk', # This is new!
)
2. Make sure django-helpdesk is accessible via ``urls.py``. Add the following line to ``urls.py``::
(r'helpdesk/', include('helpdesk.urls')),
3. Create the required database tables. I'd suggest using *South*, however the following will work::
./manage.py syncdb
4. Inside your ``MEDIA_ROOT`` folder, create a new folder called ``helpdesk`` and copy the contents of ``helpdesk/htdocs`` into it. Alternatively, create a symlink::
ln -s /path/to/helpdesk/htdocs /path/to/media/helpdesk
5. Inside your ``MEDIA_ROOT`` folder, inside the ``helpdesk`` folder, is a folder called ``attachments``. Ensure your web server software can write to this folder - something like this should do the trick::
chown www-data:www-data attachments/
chmod 700 attachments
(substitute www-data for the user / group that your web server runs as, eg 'apache' or 'httpd')
If all else fails ensure all users can write to it::
chmod 777 attachments/
This is NOT recommended, especially if you're on a shared server.
6. Ensure that your ``attachments`` folder has directory listings turned off, to ensure users don't download files that they are not specifically linked to from their tickets.
If you are using Apache, put a ``.htaccess`` file in the ``attachments`` folder with the following content::
Options -Indexes
You will also have to make sure that ``.htaccess`` files aren't being ignored.
Ideally, accessing http://MEDIA_URL/helpdesk/attachments/ will give you a 403 access denied error.

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License
=======
django-helpdesk is released under the terms of the BSD license. You must agree to these terms before installing or using django-helpdesk.::
Copyright (c) 2008, Ross Poulton (Trading as Jutda)
All rights reserved.
Redistribution and use in source and binary forms, with or without modification,
are permitted provided that the following conditions are met:
1. Redistributions of source code must retain the above copyright
notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright
notice, this list of conditions and the following disclaimer in the
documentation and/or other materials provided with the distribution.
3. Neither the name of Ross Poulton, Jutda, nor the names of any
of its contributors may be used to endorse or promote products
derived from this software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND
ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE
FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR
SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER
CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,
OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE
OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
EXCEPTIONS
This software is distributed with some third-party software which is not distributed under the above license. See LICENSE.3RDPARTY for further details.
django-helpdesk includes 3rd party software. The licenses for these
applications are included below.
License for jQuery & jQuery UI
------------------------------
::
Copyright (c) 2007 John Resig, http://jquery.com/
Permission is hereby granted, free of charge, to any person obtaining
a copy of this software and associated documentation files (the
"Software"), to deal in the Software without restriction, including
without limitation the rights to use, copy, modify, merge, publish,
distribute, sublicense, and/or sell copies of the Software, and to
permit persons to whom the Software is furnished to do so, subject to
the following conditions:
The above copyright notice and this permission notice shall be
included in all copies or substantial portions of the Software.
THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE
LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION
WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
License for jQuery UI 'Smoothness' theme
----------------------------------------
::
/*
* jQuery UI screen structure and presentation
* This CSS file was generated by ThemeRoller, a Filament Group Project for jQuery UI
* Author: Scott Jehl, scott@filamentgroup.com, http://www.filamentgroup.com
* Visit ThemeRoller.com
*/
License for akismet.py
----------------------
::
Copyright (c) 2003-2009, Michael Foord
All rights reserved.
E-mail : fuzzyman AT voidspace DOT org DOT uk
Redistribution and use in source and binary forms, with or without
modification, are permitted provided that the following conditions are
met:
* Redistributions of source code must retain the above copyright
notice, this list of conditions and the following disclaimer.
* Redistributions in binary form must reproduce the above
copyright notice, this list of conditions and the following
disclaimer in the documentation and/or other materials provided
with the distribution.
* Neither the name of Michael Foord nor the name of Voidspace
may be used to endorse or promote products derived from this
software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS
"AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT
LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR
A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT
OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,
SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT
LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY
THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT
(INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE
OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

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Settings
========
The following settings can be changed in your ``settings.py`` file to help change the way django-helpdesk operates.
HELPDESK_DEFAULT_SETTINGS
-------------------------
django-helpdesk has a built in ``UserSettings`` entity with per-use options that they will want to configure themselves. When you create a new user, a set of options is automatically created for them which they can then change themselves.
If you want to override the default settings for your users, create ``HELPDESK_DEFAULT_SETTINGS`` as a dictionary in ``settings.py``. The default is below::
HELPDESK_DEFAULT_SETTINGS = {
'use_email_as_submitter': True,
'email_on_ticket_assign': True,
'email_on_ticket_change': True,
'login_view_ticketlist': True,
'email_on_ticket_apichange': True,
'tickets_per_page': 25
}

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Spam Filtering
==============
django-helpdesk includes a copy of ``akismet.py`` by `Michael Foord <http://www.voidspace.org.uk/>`_, which lets incoming ticket submissions be automatically checked against either the `Akismet <http://akismet.com/>`_ or `TypePad Anti-Spam <http://antispam.typepad.com/>`_ services.
To enable this functionality, sign up for an API key with one of these two services.
Akismet
~~~~~~~
* Sign up at http://akismet.com/
* Save your API key in ``settings.py`` as ``AKISMET_API_KEY``
**Note**: Akismet is only free for personal use. Paid commercial accounts are available.
TypePad AntiSpam
~~~~~~~~~~~~~~~~
* Sign up at http://antispam.typepad.com/
* Save your API key in ``settings.py`` as ``TYPEPAD_ANTISPAM_API_KEY``
This service is free to use, within their terms and conditions.
If you have either of these settings enabled, the spam filtering will be done automatically. If you have *both* settings configured, TypePad will be used instead of Akismet.
Example
~~~~~~~
A sample configuration in ``settings.py`` may be::
TYPEPAD_ANTISPAM_API_KEY = 'abc123'

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/*
* basic.css
* ~~~~~~~~~
*
* Sphinx stylesheet -- basic theme.
*
* :copyright: Copyright 2007-2011 by the Sphinx team, see AUTHORS.
* :license: BSD, see LICENSE for details.
*
*/
/* -- main layout ----------------------------------------------------------- */
div.clearer {
clear: both;
}
/* -- relbar ---------------------------------------------------------------- */
div.related {
width: 100%;
font-size: 90%;
}
div.related h3 {
display: none;
}
div.related ul {
margin: 0;
padding: 0 0 0 10px;
list-style: none;
}
div.related li {
display: inline;
}
div.related li.right {
float: right;
margin-right: 5px;
}
/* -- sidebar --------------------------------------------------------------- */
div.sphinxsidebarwrapper {
padding: 10px 5px 0 10px;
}
div.sphinxsidebar {
float: left;
width: 230px;
margin-left: -100%;
font-size: 90%;
}
div.sphinxsidebar ul {
list-style: none;
}
div.sphinxsidebar ul ul,
div.sphinxsidebar ul.want-points {
margin-left: 20px;
list-style: square;
}
div.sphinxsidebar ul ul {
margin-top: 0;
margin-bottom: 0;
}
div.sphinxsidebar form {
margin-top: 10px;
}
div.sphinxsidebar input {
border: 1px solid #98dbcc;
font-family: sans-serif;
font-size: 1em;
}
img {
border: 0;
}
/* -- search page ----------------------------------------------------------- */
ul.search {
margin: 10px 0 0 20px;
padding: 0;
}
ul.search li {
padding: 5px 0 5px 20px;
background-image: url(file.png);
background-repeat: no-repeat;
background-position: 0 7px;
}
ul.search li a {
font-weight: bold;
}
ul.search li div.context {
color: #888;
margin: 2px 0 0 30px;
text-align: left;
}
ul.keywordmatches li.goodmatch a {
font-weight: bold;
}
/* -- index page ------------------------------------------------------------ */
table.contentstable {
width: 90%;
}
table.contentstable p.biglink {
line-height: 150%;
}
a.biglink {
font-size: 1.3em;
}
span.linkdescr {
font-style: italic;
padding-top: 5px;
font-size: 90%;
}
/* -- general index --------------------------------------------------------- */
table.indextable {
width: 100%;
}
table.indextable td {
text-align: left;
vertical-align: top;
}
table.indextable dl, table.indextable dd {
margin-top: 0;
margin-bottom: 0;
}
table.indextable tr.pcap {
height: 10px;
}
table.indextable tr.cap {
margin-top: 10px;
background-color: #f2f2f2;
}
img.toggler {
margin-right: 3px;
margin-top: 3px;
cursor: pointer;
}
div.modindex-jumpbox {
border-top: 1px solid #ddd;
border-bottom: 1px solid #ddd;
margin: 1em 0 1em 0;
padding: 0.4em;
}
div.genindex-jumpbox {
border-top: 1px solid #ddd;
border-bottom: 1px solid #ddd;
margin: 1em 0 1em 0;
padding: 0.4em;
}
/* -- general body styles --------------------------------------------------- */
a.headerlink {
visibility: hidden;
}
h1:hover > a.headerlink,
h2:hover > a.headerlink,
h3:hover > a.headerlink,
h4:hover > a.headerlink,
h5:hover > a.headerlink,
h6:hover > a.headerlink,
dt:hover > a.headerlink {
visibility: visible;
}
div.body p.caption {
text-align: inherit;
}
div.body td {
text-align: left;
}
.field-list ul {
padding-left: 1em;
}
.first {
margin-top: 0 !important;
}
p.rubric {
margin-top: 30px;
font-weight: bold;
}
img.align-left, .figure.align-left, object.align-left {
clear: left;
float: left;
margin-right: 1em;
}
img.align-right, .figure.align-right, object.align-right {
clear: right;
float: right;
margin-left: 1em;
}
img.align-center, .figure.align-center, object.align-center {
display: block;
margin-left: auto;
margin-right: auto;
}
.align-left {
text-align: left;
}
.align-center {
clear: both;
text-align: center;
}
.align-right {
text-align: right;
}
/* -- sidebars -------------------------------------------------------------- */
div.sidebar {
margin: 0 0 0.5em 1em;
border: 1px solid #ddb;
padding: 7px 7px 0 7px;
background-color: #ffe;
width: 40%;
float: right;
}
p.sidebar-title {
font-weight: bold;
}
/* -- topics ---------------------------------------------------------------- */
div.topic {
border: 1px solid #ccc;
padding: 7px 7px 0 7px;
margin: 10px 0 10px 0;
}
p.topic-title {
font-size: 1.1em;
font-weight: bold;
margin-top: 10px;
}
/* -- admonitions ----------------------------------------------------------- */
div.admonition {
margin-top: 10px;
margin-bottom: 10px;
padding: 7px;
}
div.admonition dt {
font-weight: bold;
}
div.admonition dl {
margin-bottom: 0;
}
p.admonition-title {
margin: 0px 10px 5px 0px;
font-weight: bold;
}
div.body p.centered {
text-align: center;
margin-top: 25px;
}
/* -- tables ---------------------------------------------------------------- */
table.docutils {
border: 0;
border-collapse: collapse;
}
table.docutils td, table.docutils th {
padding: 1px 8px 1px 5px;
border-top: 0;
border-left: 0;
border-right: 0;
border-bottom: 1px solid #aaa;
}
table.field-list td, table.field-list th {
border: 0 !important;
}
table.footnote td, table.footnote th {
border: 0 !important;
}
th {
text-align: left;
padding-right: 5px;
}
table.citation {
border-left: solid 1px gray;
margin-left: 1px;
}
table.citation td {
border-bottom: none;
}
/* -- other body styles ----------------------------------------------------- */
ol.arabic {
list-style: decimal;
}
ol.loweralpha {
list-style: lower-alpha;
}
ol.upperalpha {
list-style: upper-alpha;
}
ol.lowerroman {
list-style: lower-roman;
}
ol.upperroman {
list-style: upper-roman;
}
dl {
margin-bottom: 15px;
}
dd p {
margin-top: 0px;
}
dd ul, dd table {
margin-bottom: 10px;
}
dd {
margin-top: 3px;
margin-bottom: 10px;
margin-left: 30px;
}
dt:target, .highlighted {
background-color: #fbe54e;
}
dl.glossary dt {
font-weight: bold;
font-size: 1.1em;
}
.field-list ul {
margin: 0;
padding-left: 1em;
}
.field-list p {
margin: 0;
}
.refcount {
color: #060;
}
.optional {
font-size: 1.3em;
}
.versionmodified {
font-style: italic;
}
.system-message {
background-color: #fda;
padding: 5px;
border: 3px solid red;
}
.footnote:target {
background-color: #ffa;
}
.line-block {
display: block;
margin-top: 1em;
margin-bottom: 1em;
}
.line-block .line-block {
margin-top: 0;
margin-bottom: 0;
margin-left: 1.5em;
}
.guilabel, .menuselection {
font-family: sans-serif;
}
.accelerator {
text-decoration: underline;
}
.classifier {
font-style: oblique;
}
/* -- code displays --------------------------------------------------------- */
pre {
overflow: auto;
overflow-y: hidden; /* fixes display issues on Chrome browsers */
}
td.linenos pre {
padding: 5px 0px;
border: 0;
background-color: transparent;
color: #aaa;
}
table.highlighttable {
margin-left: 0.5em;
}
table.highlighttable td {
padding: 0 0.5em 0 0.5em;
}
tt.descname {
background-color: transparent;
font-weight: bold;
font-size: 1.2em;
}
tt.descclassname {
background-color: transparent;
}
tt.xref, a tt {
background-color: transparent;
font-weight: bold;
}
h1 tt, h2 tt, h3 tt, h4 tt, h5 tt, h6 tt {
background-color: transparent;
}
.viewcode-link {
float: right;
}
.viewcode-back {
float: right;
font-family: sans-serif;
}
div.viewcode-block:target {
margin: -1px -10px;
padding: 0 10px;
}
/* -- math display ---------------------------------------------------------- */
img.math {
vertical-align: middle;
}
div.body div.math p {
text-align: center;
}
span.eqno {
float: right;
}
/* -- printout stylesheet --------------------------------------------------- */
@media print {
div.document,
div.documentwrapper,
div.bodywrapper {
margin: 0 !important;
width: 100%;
}
div.sphinxsidebar,
div.related,
div.footer,
#top-link {
display: none;
}
}

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/*
* default.css_t
* ~~~~~~~~~~~~~
*
* Sphinx stylesheet -- default theme.
*
* :copyright: Copyright 2007-2011 by the Sphinx team, see AUTHORS.
* :license: BSD, see LICENSE for details.
*
*/
@import url("basic.css");
/* -- page layout ----------------------------------------------------------- */
body {
font-family: sans-serif;
font-size: 100%;
background-color: #11303d;
color: #000;
margin: 0;
padding: 0;
}
div.document {
background-color: #1c4e63;
}
div.documentwrapper {
float: left;
width: 100%;
}
div.bodywrapper {
margin: 0 0 0 230px;
}
div.body {
background-color: #ffffff;
color: #000000;
padding: 0 20px 30px 20px;
}
div.footer {
color: #ffffff;
width: 100%;
padding: 9px 0 9px 0;
text-align: center;
font-size: 75%;
}
div.footer a {
color: #ffffff;
text-decoration: underline;
}
div.related {
background-color: #133f52;
line-height: 30px;
color: #ffffff;
}
div.related a {
color: #ffffff;
}
div.sphinxsidebar {
}
div.sphinxsidebar h3 {
font-family: 'Trebuchet MS', sans-serif;
color: #ffffff;
font-size: 1.4em;
font-weight: normal;
margin: 0;
padding: 0;
}
div.sphinxsidebar h3 a {
color: #ffffff;
}
div.sphinxsidebar h4 {
font-family: 'Trebuchet MS', sans-serif;
color: #ffffff;
font-size: 1.3em;
font-weight: normal;
margin: 5px 0 0 0;
padding: 0;
}
div.sphinxsidebar p {
color: #ffffff;
}
div.sphinxsidebar p.topless {
margin: 5px 10px 10px 10px;
}
div.sphinxsidebar ul {
margin: 10px;
padding: 0;
color: #ffffff;
}
div.sphinxsidebar a {
color: #98dbcc;
}
div.sphinxsidebar input {
border: 1px solid #98dbcc;
font-family: sans-serif;
font-size: 1em;
}
/* -- hyperlink styles ------------------------------------------------------ */
a {
color: #355f7c;
text-decoration: none;
}
a:visited {
color: #355f7c;
text-decoration: none;
}
a:hover {
text-decoration: underline;
}
/* -- body styles ----------------------------------------------------------- */
div.body h1,
div.body h2,
div.body h3,
div.body h4,
div.body h5,
div.body h6 {
font-family: 'Trebuchet MS', sans-serif;
background-color: #f2f2f2;
font-weight: normal;
color: #20435c;
border-bottom: 1px solid #ccc;
margin: 20px -20px 10px -20px;
padding: 3px 0 3px 10px;
}
div.body h1 { margin-top: 0; font-size: 200%; }
div.body h2 { font-size: 160%; }
div.body h3 { font-size: 140%; }
div.body h4 { font-size: 120%; }
div.body h5 { font-size: 110%; }
div.body h6 { font-size: 100%; }
a.headerlink {
color: #c60f0f;
font-size: 0.8em;
padding: 0 4px 0 4px;
text-decoration: none;
}
a.headerlink:hover {
background-color: #c60f0f;
color: white;
}
div.body p, div.body dd, div.body li {
text-align: justify;
line-height: 130%;
}
div.admonition p.admonition-title + p {
display: inline;
}
div.admonition p {
margin-bottom: 5px;
}
div.admonition pre {
margin-bottom: 5px;
}
div.admonition ul, div.admonition ol {
margin-bottom: 5px;
}
div.note {
background-color: #eee;
border: 1px solid #ccc;
}
div.seealso {
background-color: #ffc;
border: 1px solid #ff6;
}
div.topic {
background-color: #eee;
}
div.warning {
background-color: #ffe4e4;
border: 1px solid #f66;
}
p.admonition-title {
display: inline;
}
p.admonition-title:after {
content: ":";
}
pre {
padding: 5px;
background-color: #eeffcc;
color: #333333;
line-height: 120%;
border: 1px solid #ac9;
border-left: none;
border-right: none;
}
tt {
background-color: #ecf0f3;
padding: 0 1px 0 1px;
font-size: 0.95em;
}
th {
background-color: #ede;
}
.warning tt {
background: #efc2c2;
}
.note tt {
background: #d6d6d6;
}
.viewcode-back {
font-family: sans-serif;
}
div.viewcode-block:target {
background-color: #f4debf;
border-top: 1px solid #ac9;
border-bottom: 1px solid #ac9;
}

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/*
* doctools.js
* ~~~~~~~~~~~
*
* Sphinx JavaScript utilties for all documentation.
*
* :copyright: Copyright 2007-2011 by the Sphinx team, see AUTHORS.
* :license: BSD, see LICENSE for details.
*
*/
/**
* select a different prefix for underscore
*/
$u = _.noConflict();
/**
* make the code below compatible with browsers without
* an installed firebug like debugger
if (!window.console || !console.firebug) {
var names = ["log", "debug", "info", "warn", "error", "assert", "dir",
"dirxml", "group", "groupEnd", "time", "timeEnd", "count", "trace",
"profile", "profileEnd"];
window.console = {};
for (var i = 0; i < names.length; ++i)
window.console[names[i]] = function() {};
}
*/
/**
* small helper function to urldecode strings
*/
jQuery.urldecode = function(x) {
return decodeURIComponent(x).replace(/\+/g, ' ');
}
/**
* small helper function to urlencode strings
*/
jQuery.urlencode = encodeURIComponent;
/**
* This function returns the parsed url parameters of the
* current request. Multiple values per key are supported,
* it will always return arrays of strings for the value parts.
*/
jQuery.getQueryParameters = function(s) {
if (typeof s == 'undefined')
s = document.location.search;
var parts = s.substr(s.indexOf('?') + 1).split('&');
var result = {};
for (var i = 0; i < parts.length; i++) {
var tmp = parts[i].split('=', 2);
var key = jQuery.urldecode(tmp[0]);
var value = jQuery.urldecode(tmp[1]);
if (key in result)
result[key].push(value);
else
result[key] = [value];
}
return result;
};
/**
* small function to check if an array contains
* a given item.
*/
jQuery.contains = function(arr, item) {
for (var i = 0; i < arr.length; i++) {
if (arr[i] == item)
return true;
}
return false;
};
/**
* highlight a given string on a jquery object by wrapping it in
* span elements with the given class name.
*/
jQuery.fn.highlightText = function(text, className) {
function highlight(node) {
if (node.nodeType == 3) {
var val = node.nodeValue;
var pos = val.toLowerCase().indexOf(text);
if (pos >= 0 && !jQuery(node.parentNode).hasClass(className)) {
var span = document.createElement("span");
span.className = className;
span.appendChild(document.createTextNode(val.substr(pos, text.length)));
node.parentNode.insertBefore(span, node.parentNode.insertBefore(
document.createTextNode(val.substr(pos + text.length)),
node.nextSibling));
node.nodeValue = val.substr(0, pos);
}
}
else if (!jQuery(node).is("button, select, textarea")) {
jQuery.each(node.childNodes, function() {
highlight(this);
});
}
}
return this.each(function() {
highlight(this);
});
};
/**
* Small JavaScript module for the documentation.
*/
var Documentation = {
init : function() {
this.fixFirefoxAnchorBug();
this.highlightSearchWords();
this.initIndexTable();
},
/**
* i18n support
*/
TRANSLATIONS : {},
PLURAL_EXPR : function(n) { return n == 1 ? 0 : 1; },
LOCALE : 'unknown',
// gettext and ngettext don't access this so that the functions
// can safely bound to a different name (_ = Documentation.gettext)
gettext : function(string) {
var translated = Documentation.TRANSLATIONS[string];
if (typeof translated == 'undefined')
return string;
return (typeof translated == 'string') ? translated : translated[0];
},
ngettext : function(singular, plural, n) {
var translated = Documentation.TRANSLATIONS[singular];
if (typeof translated == 'undefined')
return (n == 1) ? singular : plural;
return translated[Documentation.PLURALEXPR(n)];
},
addTranslations : function(catalog) {
for (var key in catalog.messages)
this.TRANSLATIONS[key] = catalog.messages[key];
this.PLURAL_EXPR = new Function('n', 'return +(' + catalog.plural_expr + ')');
this.LOCALE = catalog.locale;
},
/**
* add context elements like header anchor links
*/
addContextElements : function() {
$('div[id] > :header:first').each(function() {
$('<a class="headerlink">\u00B6</a>').
attr('href', '#' + this.id).
attr('title', _('Permalink to this headline')).
appendTo(this);
});
$('dt[id]').each(function() {
$('<a class="headerlink">\u00B6</a>').
attr('href', '#' + this.id).
attr('title', _('Permalink to this definition')).
appendTo(this);
});
},
/**
* workaround a firefox stupidity
*/
fixFirefoxAnchorBug : function() {
if (document.location.hash && $.browser.mozilla)
window.setTimeout(function() {
document.location.href += '';
}, 10);
},
/**
* highlight the search words provided in the url in the text
*/
highlightSearchWords : function() {
var params = $.getQueryParameters();
var terms = (params.highlight) ? params.highlight[0].split(/\s+/) : [];
if (terms.length) {
var body = $('div.body');
window.setTimeout(function() {
$.each(terms, function() {
body.highlightText(this.toLowerCase(), 'highlighted');
});
}, 10);
$('<li class="highlight-link"><a href="javascript:Documentation.' +
'hideSearchWords()">' + _('Hide Search Matches') + '</a></li>')
.appendTo($('.sidebar .this-page-menu'));
}
},
/**
* init the domain index toggle buttons
*/
initIndexTable : function() {
var togglers = $('img.toggler').click(function() {
var src = $(this).attr('src');
var idnum = $(this).attr('id').substr(7);
$('tr.cg-' + idnum).toggle();
if (src.substr(-9) == 'minus.png')
$(this).attr('src', src.substr(0, src.length-9) + 'plus.png');
else
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/*
* searchtools.js
* ~~~~~~~~~~~~~~
*
* Sphinx JavaScript utilties for the full-text search.
*
* :copyright: Copyright 2007-2011 by the Sphinx team, see AUTHORS.
* :license: BSD, see LICENSE for details.
*
*/
/**
* helper function to return a node containing the
* search summary for a given text. keywords is a list
* of stemmed words, hlwords is the list of normal, unstemmed
* words. the first one is used to find the occurance, the
* latter for highlighting it.
*/
jQuery.makeSearchSummary = function(text, keywords, hlwords) {
var textLower = text.toLowerCase();
var start = 0;
$.each(keywords, function() {
var i = textLower.indexOf(this.toLowerCase());
if (i > -1)
start = i;
});
start = Math.max(start - 120, 0);
var excerpt = ((start > 0) ? '...' : '') +
$.trim(text.substr(start, 240)) +
((start + 240 - text.length) ? '...' : '');
var rv = $('<div class="context"></div>').text(excerpt);
$.each(hlwords, function() {
rv = rv.highlightText(this, 'highlighted');
});
return rv;
}
/**
* Porter Stemmer
*/
var PorterStemmer = function() {
var step2list = {
ational: 'ate',
tional: 'tion',
enci: 'ence',
anci: 'ance',
izer: 'ize',
bli: 'ble',
alli: 'al',
entli: 'ent',
eli: 'e',
ousli: 'ous',
ization: 'ize',
ation: 'ate',
ator: 'ate',
alism: 'al',
iveness: 'ive',
fulness: 'ful',
ousness: 'ous',
aliti: 'al',
iviti: 'ive',
biliti: 'ble',
logi: 'log'
};
var step3list = {
icate: 'ic',
ative: '',
alize: 'al',
iciti: 'ic',
ical: 'ic',
ful: '',
ness: ''
};
var c = "[^aeiou]"; // consonant
var v = "[aeiouy]"; // vowel
var C = c + "[^aeiouy]*"; // consonant sequence
var V = v + "[aeiou]*"; // vowel sequence
var mgr0 = "^(" + C + ")?" + V + C; // [C]VC... is m>0
var meq1 = "^(" + C + ")?" + V + C + "(" + V + ")?$"; // [C]VC[V] is m=1
var mgr1 = "^(" + C + ")?" + V + C + V + C; // [C]VCVC... is m>1
var s_v = "^(" + C + ")?" + v; // vowel in stem
this.stemWord = function (w) {
var stem;
var suffix;
var firstch;
var origword = w;
if (w.length < 3)
return w;
var re;
var re2;
var re3;
var re4;
firstch = w.substr(0,1);
if (firstch == "y")
w = firstch.toUpperCase() + w.substr(1);
// Step 1a
re = /^(.+?)(ss|i)es$/;
re2 = /^(.+?)([^s])s$/;
if (re.test(w))
w = w.replace(re,"$1$2");
else if (re2.test(w))
w = w.replace(re2,"$1$2");
// Step 1b
re = /^(.+?)eed$/;
re2 = /^(.+?)(ed|ing)$/;
if (re.test(w)) {
var fp = re.exec(w);
re = new RegExp(mgr0);
if (re.test(fp[1])) {
re = /.$/;
w = w.replace(re,"");
}
}
else if (re2.test(w)) {
var fp = re2.exec(w);
stem = fp[1];
re2 = new RegExp(s_v);
if (re2.test(stem)) {
w = stem;
re2 = /(at|bl|iz)$/;
re3 = new RegExp("([^aeiouylsz])\\1$");
re4 = new RegExp("^" + C + v + "[^aeiouwxy]$");
if (re2.test(w))
w = w + "e";
else if (re3.test(w)) {
re = /.$/;
w = w.replace(re,"");
}
else if (re4.test(w))
w = w + "e";
}
}
// Step 1c
re = /^(.+?)y$/;
if (re.test(w)) {
var fp = re.exec(w);
stem = fp[1];
re = new RegExp(s_v);
if (re.test(stem))
w = stem + "i";
}
// Step 2
re = /^(.+?)(ational|tional|enci|anci|izer|bli|alli|entli|eli|ousli|ization|ation|ator|alism|iveness|fulness|ousness|aliti|iviti|biliti|logi)$/;
if (re.test(w)) {
var fp = re.exec(w);
stem = fp[1];
suffix = fp[2];
re = new RegExp(mgr0);
if (re.test(stem))
w = stem + step2list[suffix];
}
// Step 3
re = /^(.+?)(icate|ative|alize|iciti|ical|ful|ness)$/;
if (re.test(w)) {
var fp = re.exec(w);
stem = fp[1];
suffix = fp[2];
re = new RegExp(mgr0);
if (re.test(stem))
w = stem + step3list[suffix];
}
// Step 4
re = /^(.+?)(al|ance|ence|er|ic|able|ible|ant|ement|ment|ent|ou|ism|ate|iti|ous|ive|ize)$/;
re2 = /^(.+?)(s|t)(ion)$/;
if (re.test(w)) {
var fp = re.exec(w);
stem = fp[1];
re = new RegExp(mgr1);
if (re.test(stem))
w = stem;
}
else if (re2.test(w)) {
var fp = re2.exec(w);
stem = fp[1] + fp[2];
re2 = new RegExp(mgr1);
if (re2.test(stem))
w = stem;
}
// Step 5
re = /^(.+?)e$/;
if (re.test(w)) {
var fp = re.exec(w);
stem = fp[1];
re = new RegExp(mgr1);
re2 = new RegExp(meq1);
re3 = new RegExp("^" + C + v + "[^aeiouwxy]$");
if (re.test(stem) || (re2.test(stem) && !(re3.test(stem))))
w = stem;
}
re = /ll$/;
re2 = new RegExp(mgr1);
if (re.test(w) && re2.test(w)) {
re = /.$/;
w = w.replace(re,"");
}
// and turn initial Y back to y
if (firstch == "y")
w = firstch.toLowerCase() + w.substr(1);
return w;
}
}
/**
* Search Module
*/
var Search = {
_index : null,
_queued_query : null,
_pulse_status : -1,
init : function() {
var params = $.getQueryParameters();
if (params.q) {
var query = params.q[0];
$('input[name="q"]')[0].value = query;
this.performSearch(query);
}
},
loadIndex : function(url) {
$.ajax({type: "GET", url: url, data: null, success: null,
dataType: "script", cache: true});
},
setIndex : function(index) {
var q;
this._index = index;
if ((q = this._queued_query) !== null) {
this._queued_query = null;
Search.query(q);
}
},
hasIndex : function() {
return this._index !== null;
},
deferQuery : function(query) {
this._queued_query = query;
},
stopPulse : function() {
this._pulse_status = 0;
},
startPulse : function() {
if (this._pulse_status >= 0)
return;
function pulse() {
Search._pulse_status = (Search._pulse_status + 1) % 4;
var dotString = '';
for (var i = 0; i < Search._pulse_status; i++)
dotString += '.';
Search.dots.text(dotString);
if (Search._pulse_status > -1)
window.setTimeout(pulse, 500);
};
pulse();
},
/**
* perform a search for something
*/
performSearch : function(query) {
// create the required interface elements
this.out = $('#search-results');
this.title = $('<h2>' + _('Searching') + '</h2>').appendTo(this.out);
this.dots = $('<span></span>').appendTo(this.title);
this.status = $('<p style="display: none"></p>').appendTo(this.out);
this.output = $('<ul class="search"/>').appendTo(this.out);
$('#search-progress').text(_('Preparing search...'));
this.startPulse();
// index already loaded, the browser was quick!
if (this.hasIndex())
this.query(query);
else
this.deferQuery(query);
},
query : function(query) {
var stopwords = ['and', 'then', 'into', 'it', 'as', 'are', 'in',
'if', 'for', 'no', 'there', 'their', 'was', 'is',
'be', 'to', 'that', 'but', 'they', 'not', 'such',
'with', 'by', 'a', 'on', 'these', 'of', 'will',
'this', 'near', 'the', 'or', 'at'];
// stem the searchterms and add them to the correct list
var stemmer = new PorterStemmer();
var searchterms = [];
var excluded = [];
var hlterms = [];
var tmp = query.split(/\s+/);
var object = (tmp.length == 1) ? tmp[0].toLowerCase() : null;
for (var i = 0; i < tmp.length; i++) {
if ($u.indexOf(stopwords, tmp[i]) != -1 || tmp[i].match(/^\d+$/) ||
tmp[i] == "") {
// skip this "word"
continue;
}
// stem the word
var word = stemmer.stemWord(tmp[i]).toLowerCase();
// select the correct list
if (word[0] == '-') {
var toAppend = excluded;
word = word.substr(1);
}
else {
var toAppend = searchterms;
hlterms.push(tmp[i].toLowerCase());
}
// only add if not already in the list
if (!$.contains(toAppend, word))
toAppend.push(word);
};
var highlightstring = '?highlight=' + $.urlencode(hlterms.join(" "));
// console.debug('SEARCH: searching for:');
// console.info('required: ', searchterms);
// console.info('excluded: ', excluded);
// prepare search
var filenames = this._index.filenames;
var titles = this._index.titles;
var terms = this._index.terms;
var objects = this._index.objects;
var objtypes = this._index.objtypes;
var objnames = this._index.objnames;
var fileMap = {};
var files = null;
// different result priorities
var importantResults = [];
var objectResults = [];
var regularResults = [];
var unimportantResults = [];
$('#search-progress').empty();
// lookup as object
if (object != null) {
for (var prefix in objects) {
for (var name in objects[prefix]) {
var fullname = (prefix ? prefix + '.' : '') + name;
if (fullname.toLowerCase().indexOf(object) > -1) {
match = objects[prefix][name];
descr = objnames[match[1]] + _(', in ') + titles[match[0]];
// XXX the generated anchors are not generally correct
// XXX there may be custom prefixes
result = [filenames[match[0]], fullname, '#'+fullname, descr];
switch (match[2]) {
case 1: objectResults.push(result); break;
case 0: importantResults.push(result); break;
case 2: unimportantResults.push(result); break;
}
}
}
}
}
// sort results descending
objectResults.sort(function(a, b) {
return (a[1] > b[1]) ? -1 : ((a[1] < b[1]) ? 1 : 0);
});
importantResults.sort(function(a, b) {
return (a[1] > b[1]) ? -1 : ((a[1] < b[1]) ? 1 : 0);
});
unimportantResults.sort(function(a, b) {
return (a[1] > b[1]) ? -1 : ((a[1] < b[1]) ? 1 : 0);
});
// perform the search on the required terms
for (var i = 0; i < searchterms.length; i++) {
var word = searchterms[i];
// no match but word was a required one
if ((files = terms[word]) == null)
break;
if (files.length == undefined) {
files = [files];
}
// create the mapping
for (var j = 0; j < files.length; j++) {
var file = files[j];
if (file in fileMap)
fileMap[file].push(word);
else
fileMap[file] = [word];
}
}
// now check if the files don't contain excluded terms
for (var file in fileMap) {
var valid = true;
// check if all requirements are matched
if (fileMap[file].length != searchterms.length)
continue;
// ensure that none of the excluded terms is in the
// search result.
for (var i = 0; i < excluded.length; i++) {
if (terms[excluded[i]] == file ||
$.contains(terms[excluded[i]] || [], file)) {
valid = false;
break;
}
}
// if we have still a valid result we can add it
// to the result list
if (valid)
regularResults.push([filenames[file], titles[file], '', null]);
}
// delete unused variables in order to not waste
// memory until list is retrieved completely
delete filenames, titles, terms;
// now sort the regular results descending by title
regularResults.sort(function(a, b) {
var left = a[1].toLowerCase();
var right = b[1].toLowerCase();
return (left > right) ? -1 : ((left < right) ? 1 : 0);
});
// combine all results
var results = unimportantResults.concat(regularResults)
.concat(objectResults).concat(importantResults);
// print the results
var resultCount = results.length;
function displayNextItem() {
// results left, load the summary and display it
if (results.length) {
var item = results.pop();
var listItem = $('<li style="display:none"></li>');
if (DOCUMENTATION_OPTIONS.FILE_SUFFIX == '') {
// dirhtml builder
var dirname = item[0] + '/';
if (dirname.match(/\/index\/$/)) {
dirname = dirname.substring(0, dirname.length-6);
} else if (dirname == 'index/') {
dirname = '';
}
listItem.append($('<a/>').attr('href',
DOCUMENTATION_OPTIONS.URL_ROOT + dirname +
highlightstring + item[2]).html(item[1]));
} else {
// normal html builders
listItem.append($('<a/>').attr('href',
item[0] + DOCUMENTATION_OPTIONS.FILE_SUFFIX +
highlightstring + item[2]).html(item[1]));
}
if (item[3]) {
listItem.append($('<span> (' + item[3] + ')</span>'));
Search.output.append(listItem);
listItem.slideDown(5, function() {
displayNextItem();
});
} else if (DOCUMENTATION_OPTIONS.HAS_SOURCE) {
$.get(DOCUMENTATION_OPTIONS.URL_ROOT + '_sources/' +
item[0] + '.txt', function(data) {
if (data != '') {
listItem.append($.makeSearchSummary(data, searchterms, hlterms));
Search.output.append(listItem);
}
listItem.slideDown(5, function() {
displayNextItem();
});
});
} else {
// no source available, just display title
Search.output.append(listItem);
listItem.slideDown(5, function() {
displayNextItem();
});
}
}
// search finished, update title and status message
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<h1>Ticket API<a class="headerlink" href="#ticket-api" title="Permalink to this headline"></a></h1>
<p>django-helpdesk includes an API accessible via HTTP POST requests, allowing you to create and alter tickets from 3rd party software and systems.</p>
<p>For usage instructions and command syntax, see the file <tt class="docutils literal"><span class="pre">templates/helpdesk/api_help.html</span></tt>, or visit <a class="reference external" href="http://helpdesk/api/help/">http://helpdesk/api/help/</a>.</p>
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<h1>Configuration<a class="headerlink" href="#configuration" title="Permalink to this headline"></a></h1>
<p>Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.</p>
<ol class="arabic">
<li><p class="first">Visit <tt class="docutils literal"><span class="pre">http://yoursite/admin/</span></tt> and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details.</p>
<p><strong>IMPORTANT NOTE</strong>: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.</p>
</li>
<li><p class="first">Visit <tt class="docutils literal"><span class="pre">http://yoursite/helpdesk/</span></tt> (or whatever path as defined in your <tt class="docutils literal"><span class="pre">urls.py</span></tt>)</p>
</li>
<li><p class="first">If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis.</p>
<p>Don&#8217;t forget to set the relevant Django environment variables in your crontab:</p>
<div class="highlight-python"><pre>*/5 * * * * /path/to/helpdesksite/manage.py get_email</pre>
</div>
<p>This will run the e-mail import every 5 minutes</p>
<p><strong>IMPORTANT NOTE</strong>: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.</p>
</li>
<li><p class="first">If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis:</p>
<div class="highlight-python"><pre>0 * * * * /path/to/helpdesksite/manage.py escalate_tickets</pre>
</div>
<p>This will run the escalation process hourly, using the &#8216;Escalation Hours&#8217; setting for each queue to determine which tickets to escalate.</p>
</li>
<li><p class="first">If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis:</p>
<div class="highlight-python"><pre>0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely</pre>
</div>
<p>This will, on a weekly basis, create exclusions for the coming weekend.</p>
</li>
<li><p class="first">Log in to your Django admin screen, and go to the &#8216;Sites&#8217; module. If the site <tt class="docutils literal"><span class="pre">example.com</span></tt> is listed, click it and update the details so they are relevant for your website.</p>
</li>
<li><p class="first">If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your <tt class="docutils literal"><span class="pre">settings.py</span></tt> file so it contains your mail server details:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">EMAIL_HOST</span> <span class="o">=</span> <span class="s">&#39;XXXXX&#39;</span>
<span class="n">EMAIL_HOST_USER</span> <span class="o">=</span> <span class="s">&#39;YYYYYY@ZZZZ.PPP&#39;</span>
<span class="n">EMAIL_HOST_PASSWORD</span> <span class="o">=</span> <span class="s">&#39;123456&#39;</span>
</pre></div>
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<p>You&#8217;re now up and running! Happy ticketing.</p>
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<p>As of February 2011, django-helpdesk supports custom fields on the <tt class="docutils literal"><span class="pre">Ticket</span></tt> model. These fields are created by using the Django administration tool, and are shown on both the public and staff submission forms.</p>
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<h1>Welcome to django-helpdesk&#8217;s documentation!<a class="headerlink" href="#welcome-to-django-helpdesk-s-documentation" title="Permalink to this headline"></a></h1>
<p>django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.</p>
<div class="section" id="how-does-it-look">
<h2>How Does It Look?<a class="headerlink" href="#how-does-it-look" title="Permalink to this headline"></a></h2>
<p>You can see a demo installation at <a class="reference external" href="http://demo.jutdahelpdesk.com">http://demo.jutdahelpdesk.com</a></p>
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<h2>Quick Start<a class="headerlink" href="#quick-start" title="Permalink to this headline"></a></h2>
<p>django-helpdesk is just a Django application with models, views, templates, and some media. If you&#8217;re comfortable with Django just try <tt class="docutils literal"><span class="pre">pip</span> <span class="pre">install</span> <span class="pre">django-helpdesk</span></tt>. If not, continue to read the Installation document.</p>
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<div class="section" id="key-features">
<h2>Key Features<a class="headerlink" href="#key-features" title="Permalink to this headline"></a></h2>
<p>django-helpdesk has been designed for small businesses who need to recieve, manage and respond to requests for help from customers. In this context <em>&#8216;customers&#8217;</em> may be external users, or other people within your company.</p>
<ul class="simple">
<li>Tickets can be opened vi a email</li>
<li>Multiple queues / categories of tickets</li>
<li>Integrated FAQ / knowledgebase</li>
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<div class="section" id="customer-facing-capabilities">
<h3>Customer-facing Capabilities<a class="headerlink" href="#customer-facing-capabilities" title="Permalink to this headline"></a></h3>
<p>Customers (who are not &#8216;staff&#8217; users in Django) can:</p>
<ol class="arabic simple">
<li>Browse your knowledgebase / FAQ</li>
<li>Submit support requests via web/email</li>
<li>Review open and closed requests they submitted</li>
</ol>
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<div class="section" id="staff-capabilities">
<h3>Staff Capabilities<a class="headerlink" href="#staff-capabilities" title="Permalink to this headline"></a></h3>
<p>If a user is a staff member, they get general helpdesk access, including:</p>
<ol class="arabic simple">
<li>See the ticket dashboard showing unassigned tickets and basic status of the helpdesk</li>
<li>Review the tickets assigned to them</li>
<li>Search through all tickets, open and closed</li>
<li>Save their searches for future use</li>
<li>Follow up or respond to tickets</li>
<li>Assign tickets to themselves or other staff members</li>
<li>Resolve tickets</li>
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<h2>Licensing<a class="headerlink" href="#licensing" title="Permalink to this headline"></a></h2>
<p>django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. More details can be found in the <tt class="xref doc docutils literal"><span class="pre">license</span> <span class="pre">documentation</span></tt>.</p>
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<div class="section" id="dependencies">
<h2>Dependencies<a class="headerlink" href="#dependencies" title="Permalink to this headline"></a></h2>
<ol class="arabic simple">
<li>Python 2.4+</li>
<li>Django (1.2 or newer)</li>
<li>An existing <strong>working</strong> Django project with database etc. If you cannot log into the Admin, you won&#8217;t get this product working!</li>
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<li><a class="reference internal" href="#">Welcome to django-helpdesk&#8217;s documentation!</a><ul>
<li><a class="reference internal" href="#how-does-it-look">How Does It Look?</a></li>
<li><a class="reference internal" href="#quick-start">Quick Start</a></li>
<li><a class="reference internal" href="#key-features">Key Features</a><ul>
<li><a class="reference internal" href="#customer-facing-capabilities">Customer-facing Capabilities</a></li>
<li><a class="reference internal" href="#staff-capabilities">Staff Capabilities</a></li>
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<li><a class="reference internal" href="#licensing">Licensing</a></li>
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<p>django-helpdesk installation isn&#8217;t difficult, but it requires you have a bit of existing know-how about Django.</p>
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<h2>Getting The Code<a class="headerlink" href="#getting-the-code" title="Permalink to this headline"></a></h2>
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<h3>Installing using PIP<a class="headerlink" href="#installing-using-pip" title="Permalink to this headline"></a></h3>
<p>Try using <tt class="docutils literal"><span class="pre">pip</span> <span class="pre">install</span> <span class="pre">django-helpdesk</span></tt>. Go and have a beer to celebrate Python packaging.</p>
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<div class="section" id="git-checkout-cutting-edge">
<h3>GIT Checkout (Cutting Edge)<a class="headerlink" href="#git-checkout-cutting-edge" title="Permalink to this headline"></a></h3>
<p>If you&#8217;re planning on editing the code or just want to get whatever is the latest and greatest, you can clone the official Git repository with <tt class="docutils literal"><span class="pre">git</span> <span class="pre">clone</span> <span class="pre">git://github.com/rossp/django-helpdesk.git</span></tt></p>
<p>Copy the <tt class="docutils literal"><span class="pre">helpdesk</span></tt> folder into your <tt class="docutils literal"><span class="pre">PYTHONPATH</span></tt>.</p>
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<h3>I just want a .tar.gz!<a class="headerlink" href="#i-just-want-a-tar-gz" title="Permalink to this headline"></a></h3>
<p>You can download the latest PyPi package from <a class="reference external" href="http://pypi.python.org/pypi/django-helpdesk/">http://pypi.python.org/pypi/django-helpdesk/</a></p>
<p>Download, extract, and drop <tt class="docutils literal"><span class="pre">helpdesk</span></tt> into your <tt class="docutils literal"><span class="pre">PYTHONPATH</span></tt></p>
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<h2>Adding To Your Django Project<a class="headerlink" href="#adding-to-your-django-project" title="Permalink to this headline"></a></h2>
<ol class="arabic">
<li><p class="first">Edit your <tt class="docutils literal"><span class="pre">settings.py</span></tt> file and add <tt class="docutils literal"><span class="pre">helpdesk</span></tt> to the <tt class="docutils literal"><span class="pre">INSTALLED_APPS</span></tt> setting. You also need <tt class="docutils literal"><span class="pre">django.contrib.admin</span></tt> in <tt class="docutils literal"><span class="pre">INSTALLED_APPS</span></tt> if you haven&#8217;t already added it. eg:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">INSTALLED_APPS</span> <span class="o">=</span> <span class="p">(</span>
<span class="s">&#39;django.contrib.auth&#39;</span><span class="p">,</span>
<span class="s">&#39;django.contrib.contenttypes&#39;</span><span class="p">,</span>
<span class="s">&#39;django.contrib.sessions&#39;</span><span class="p">,</span>
<span class="s">&#39;django.contrib.sites&#39;</span><span class="p">,</span>
<span class="s">&#39;django.contrib.admin&#39;</span><span class="p">,</span> <span class="c"># Required for helpdesk admin/maintenance</span>
<span class="s">&#39;django.contrib.markup&#39;</span><span class="p">,</span> <span class="c"># Required for text display</span>
<span class="s">&#39;helpdesk&#39;</span><span class="p">,</span> <span class="c"># This is new!</span>
<span class="p">)</span>
</pre></div>
</div>
</li>
<li><p class="first">Make sure django-helpdesk is accessible via <tt class="docutils literal"><span class="pre">urls.py</span></tt>. Add the following line to <tt class="docutils literal"><span class="pre">urls.py</span></tt>:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="p">(</span><span class="s">r&#39;helpdesk/&#39;</span><span class="p">,</span> <span class="n">include</span><span class="p">(</span><span class="s">&#39;helpdesk.urls&#39;</span><span class="p">)),</span>
</pre></div>
</div>
</li>
<li><p class="first">Create the required database tables. I&#8217;d suggest using <em>South</em>, however the following will work:</p>
<div class="highlight-python"><pre>./manage.py syncdb</pre>
</div>
</li>
<li><p class="first">Inside your <tt class="docutils literal"><span class="pre">MEDIA_ROOT</span></tt> folder, create a new folder called <tt class="docutils literal"><span class="pre">helpdesk</span></tt> and copy the contents of <tt class="docutils literal"><span class="pre">helpdesk/htdocs</span></tt> into it. Alternatively, create a symlink:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">ln</span> <span class="o">-</span><span class="n">s</span> <span class="o">/</span><span class="n">path</span><span class="o">/</span><span class="n">to</span><span class="o">/</span><span class="n">helpdesk</span><span class="o">/</span><span class="n">htdocs</span> <span class="o">/</span><span class="n">path</span><span class="o">/</span><span class="n">to</span><span class="o">/</span><span class="n">media</span><span class="o">/</span><span class="n">helpdesk</span>
</pre></div>
</div>
</li>
<li><p class="first">Inside your <tt class="docutils literal"><span class="pre">MEDIA_ROOT</span></tt> folder, inside the <tt class="docutils literal"><span class="pre">helpdesk</span></tt> folder, is a folder called <tt class="docutils literal"><span class="pre">attachments</span></tt>. Ensure your web server software can write to this folder - something like this should do the trick:</p>
<div class="highlight-python"><pre>chown www-data:www-data attachments/
chmod 700 attachments</pre>
</div>
<p>(substitute www-data for the user / group that your web server runs as, eg &#8216;apache&#8217; or &#8216;httpd&#8217;)</p>
<p>If all else fails ensure all users can write to it:</p>
<div class="highlight-python"><pre>chmod 777 attachments/</pre>
</div>
<p>This is NOT recommended, especially if you&#8217;re on a shared server.</p>
</li>
<li><p class="first">Ensure that your <tt class="docutils literal"><span class="pre">attachments</span></tt> folder has directory listings turned off, to ensure users don&#8217;t download files that they are not specifically linked to from their tickets.</p>
<p>If you are using Apache, put a <tt class="docutils literal"><span class="pre">.htaccess</span></tt> file in the <tt class="docutils literal"><span class="pre">attachments</span></tt> folder with the following content:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">Options</span> <span class="o">-</span><span class="n">Indexes</span>
</pre></div>
</div>
</li>
</ol>
<p>You will also have to make sure that <tt class="docutils literal"><span class="pre">.htaccess</span></tt> files aren&#8217;t being ignored.</p>
<p>Ideally, accessing <a class="reference external" href="http://MEDIA_URL/helpdesk/attachments/">http://MEDIA_URL/helpdesk/attachments/</a> will give you a 403 access denied error.</p>
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<li><a class="reference internal" href="#adding-to-your-django-project">Adding To Your Django Project</a></li>
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<p>django-helpdesk is released under the terms of the BSD license. You must agree to these terms before installing or using django-helpdesk.:</p>
<div class="highlight-python"><pre>Copyright (c) 2008, Ross Poulton (Trading as Jutda)
All rights reserved.
Redistribution and use in source and binary forms, with or without modification,
are permitted provided that the following conditions are met:
1. Redistributions of source code must retain the above copyright
notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright
notice, this list of conditions and the following disclaimer in the
documentation and/or other materials provided with the distribution.
3. Neither the name of Ross Poulton, Jutda, nor the names of any
of its contributors may be used to endorse or promote products
derived from this software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND
ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
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DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR
SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER
CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,
OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE
OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
EXCEPTIONS
This software is distributed with some third-party software which is not distributed under the above license. See LICENSE.3RDPARTY for further details.</pre>
</div>
<p>django-helpdesk includes 3rd party software. The licenses for these
applications are included below.</p>
<div class="section" id="license-for-jquery-jquery-ui">
<h2>License for jQuery &amp; jQuery UI<a class="headerlink" href="#license-for-jquery-jquery-ui" title="Permalink to this headline"></a></h2>
<dl class="docutils">
<dt>::</dt>
<dd><p class="first">Copyright (c) 2007 John Resig, <a class="reference external" href="http://jquery.com/">http://jquery.com/</a></p>
<p>Permission is hereby granted, free of charge, to any person obtaining
a copy of this software and associated documentation files (the
&#8220;Software&#8221;), to deal in the Software without restriction, including
without limitation the rights to use, copy, modify, merge, publish,
distribute, sublicense, and/or sell copies of the Software, and to
permit persons to whom the Software is furnished to do so, subject to
the following conditions:</p>
<p>The above copyright notice and this permission notice shall be
included in all copies or substantial portions of the Software.</p>
<p class="last">THE SOFTWARE IS PROVIDED &#8220;AS IS&#8221;, WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE
LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION
WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.</p>
</dd>
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<dl class="docutils">
<dt>::</dt>
<dd><dl class="first docutils">
<dt>/*</dt>
<dd><ul class="first last simple">
<li>jQuery UI screen structure and presentation</li>
<li>This CSS file was generated by ThemeRoller, a Filament Group Project for jQuery UI</li>
<li>Author: Scott Jehl, <a class="reference external" href="mailto:scott&#37;&#52;&#48;filamentgroup&#46;com">scott<span>&#64;</span>filamentgroup<span>&#46;</span>com</a>, <a class="reference external" href="http://www.filamentgroup.com">http://www.filamentgroup.com</a></li>
<li>Visit ThemeRoller.com</li>
</ul>
</dd>
</dl>
<p class="last"><a href="#id1"><span class="problematic" id="id2">*</span></a>/</p>
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<div class="section" id="license-for-akismet-py">
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<dl class="docutils">
<dt>::</dt>
<dd><p class="first">Copyright (c) 2003-2009, Michael Foord
All rights reserved.
E-mail : fuzzyman AT voidspace DOT org DOT uk</p>
<p>Redistribution and use in source and binary forms, with or without
modification, are permitted provided that the following conditions are
met:</p>
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<div><ul class="simple">
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<p>The following settings can be changed in your <tt class="docutils literal"><span class="pre">settings.py</span></tt> file to help change the way django-helpdesk operates.</p>
<div class="section" id="helpdesk-default-settings">
<h2>HELPDESK_DEFAULT_SETTINGS<a class="headerlink" href="#helpdesk-default-settings" title="Permalink to this headline"></a></h2>
<p>django-helpdesk has a built in <tt class="docutils literal"><span class="pre">UserSettings</span></tt> entity with per-use options that they will want to configure themselves. When you create a new user, a set of options is automatically created for them which they can then change themselves.</p>
<p>If you want to override the default settings for your users, create <tt class="docutils literal"><span class="pre">HELPDESK_DEFAULT_SETTINGS</span></tt> as a dictionary in <tt class="docutils literal"><span class="pre">settings.py</span></tt>. The default is below:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">HELPDESK_DEFAULT_SETTINGS</span> <span class="o">=</span> <span class="p">{</span>
<span class="s">&#39;use_email_as_submitter&#39;</span><span class="p">:</span> <span class="bp">True</span><span class="p">,</span>
<span class="s">&#39;email_on_ticket_assign&#39;</span><span class="p">:</span> <span class="bp">True</span><span class="p">,</span>
<span class="s">&#39;email_on_ticket_change&#39;</span><span class="p">:</span> <span class="bp">True</span><span class="p">,</span>
<span class="s">&#39;login_view_ticketlist&#39;</span><span class="p">:</span> <span class="bp">True</span><span class="p">,</span>
<span class="s">&#39;email_on_ticket_apichange&#39;</span><span class="p">:</span> <span class="bp">True</span><span class="p">,</span>
<span class="s">&#39;tickets_per_page&#39;</span><span class="p">:</span> <span class="mi">25</span>
<span class="p">}</span>
</pre></div>
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<h1>Spam Filtering<a class="headerlink" href="#spam-filtering" title="Permalink to this headline"></a></h1>
<p>django-helpdesk includes a copy of <tt class="docutils literal"><span class="pre">akismet.py</span></tt> by <a class="reference external" href="http://www.voidspace.org.uk/">Michael Foord</a>, which lets incoming ticket submissions be automatically checked against either the <a class="reference external" href="http://akismet.com/">Akismet</a> or <a class="reference external" href="http://antispam.typepad.com/">TypePad Anti-Spam</a> services.</p>
<p>To enable this functionality, sign up for an API key with one of these two services.</p>
<div class="section" id="id1">
<h2>Akismet<a class="headerlink" href="#id1" title="Permalink to this headline"></a></h2>
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<li>Save your API key in <tt class="docutils literal"><span class="pre">settings.py</span></tt> as <tt class="docutils literal"><span class="pre">TYPEPAD_ANTISPAM_API_KEY</span></tt></li>
</ul>
<p>This service is free to use, within their terms and conditions.</p>
<p>If you have either of these settings enabled, the spam filtering will be done automatically. If you have <em>both</em> settings configured, TypePad will be used instead of Akismet.</p>
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<h2>Example<a class="headerlink" href="#example" title="Permalink to this headline"></a></h2>
<p>A sample configuration in <tt class="docutils literal"><span class="pre">settings.py</span></tt> may be:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">TYPEPAD_ANTISPAM_API_KEY</span> <span class="o">=</span> <span class="s">&#39;abc123&#39;</span>
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Ticket API
==========
django-helpdesk includes an API accessible via HTTP POST requests, allowing you to create and alter tickets from 3rd party software and systems.
For usage instructions and command syntax, see the file ``templates/helpdesk/api_help.html``, or visit http://helpdesk/api/help/.

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# -*- coding: utf-8 -*-
#
# django-helpdesk documentation build configuration file, created by
# sphinx-quickstart on Fri Feb 4 00:19:32 2011.
#
# This file is execfile()d with the current directory set to its containing dir.
#
# Note that not all possible configuration values are present in this
# autogenerated file.
#
# All configuration values have a default; values that are commented out
# serve to show the default.
import sys, os
# If extensions (or modules to document with autodoc) are in another directory,
# add these directories to sys.path here. If the directory is relative to the
# documentation root, use os.path.abspath to make it absolute, like shown here.
#sys.path.insert(0, os.path.abspath('.'))
# -- General configuration -----------------------------------------------------
# If your documentation needs a minimal Sphinx version, state it here.
#needs_sphinx = '1.0'
# Add any Sphinx extension module names here, as strings. They can be extensions
# coming with Sphinx (named 'sphinx.ext.*') or your custom ones.
extensions = []
# Add any paths that contain templates here, relative to this directory.
templates_path = ['_templates']
# The suffix of source filenames.
source_suffix = '.rst'
# The encoding of source files.
#source_encoding = 'utf-8-sig'
# The master toctree document.
master_doc = 'index'
# General information about the project.
project = u'django-helpdesk'
copyright = u'2011, Ross Poulton + Contributors'
# The version info for the project you're documenting, acts as replacement for
# |version| and |release|, also used in various other places throughout the
# built documents.
#
# The short X.Y version.
version = '0.1'
# The full version, including alpha/beta/rc tags.
release = '0.1'
# The language for content autogenerated by Sphinx. Refer to documentation
# for a list of supported languages.
#language = None
# There are two options for replacing |today|: either, you set today to some
# non-false value, then it is used:
#today = ''
# Else, today_fmt is used as the format for a strftime call.
#today_fmt = '%B %d, %Y'
# List of patterns, relative to source directory, that match files and
# directories to ignore when looking for source files.
exclude_patterns = []
# The reST default role (used for this markup: `text`) to use for all documents.
#default_role = None
# If true, '()' will be appended to :func: etc. cross-reference text.
#add_function_parentheses = True
# If true, the current module name will be prepended to all description
# unit titles (such as .. function::).
#add_module_names = True
# If true, sectionauthor and moduleauthor directives will be shown in the
# output. They are ignored by default.
#show_authors = False
# The name of the Pygments (syntax highlighting) style to use.
pygments_style = 'sphinx'
# A list of ignored prefixes for module index sorting.
#modindex_common_prefix = []
# -- Options for HTML output ---------------------------------------------------
# The theme to use for HTML and HTML Help pages. See the documentation for
# a list of builtin themes.
html_theme = 'default'
# Theme options are theme-specific and customize the look and feel of a theme
# further. For a list of options available for each theme, see the
# documentation.
#html_theme_options = {}
# Add any paths that contain custom themes here, relative to this directory.
#html_theme_path = []
# The name for this set of Sphinx documents. If None, it defaults to
# "<project> v<release> documentation".
#html_title = None
# A shorter title for the navigation bar. Default is the same as html_title.
#html_short_title = None
# The name of an image file (relative to this directory) to place at the top
# of the sidebar.
#html_logo = None
# The name of an image file (within the static path) to use as favicon of the
# docs. This file should be a Windows icon file (.ico) being 16x16 or 32x32
# pixels large.
#html_favicon = None
# Add any paths that contain custom static files (such as style sheets) here,
# relative to this directory. They are copied after the builtin static files,
# so a file named "default.css" will overwrite the builtin "default.css".
html_static_path = ['_static']
# If not '', a 'Last updated on:' timestamp is inserted at every page bottom,
# using the given strftime format.
#html_last_updated_fmt = '%b %d, %Y'
# If true, SmartyPants will be used to convert quotes and dashes to
# typographically correct entities.
#html_use_smartypants = True
# Custom sidebar templates, maps document names to template names.
#html_sidebars = {}
# Additional templates that should be rendered to pages, maps page names to
# template names.
#html_additional_pages = {}
# If false, no module index is generated.
#html_domain_indices = True
# If false, no index is generated.
#html_use_index = True
# If true, the index is split into individual pages for each letter.
#html_split_index = False
# If true, links to the reST sources are added to the pages.
#html_show_sourcelink = True
# If true, "Created using Sphinx" is shown in the HTML footer. Default is True.
#html_show_sphinx = True
# If true, "(C) Copyright ..." is shown in the HTML footer. Default is True.
#html_show_copyright = True
# If true, an OpenSearch description file will be output, and all pages will
# contain a <link> tag referring to it. The value of this option must be the
# base URL from which the finished HTML is served.
#html_use_opensearch = ''
# This is the file name suffix for HTML files (e.g. ".xhtml").
#html_file_suffix = None
# Output file base name for HTML help builder.
htmlhelp_basename = 'django-helpdeskdoc'
# -- Options for LaTeX output --------------------------------------------------
# The paper size ('letter' or 'a4').
#latex_paper_size = 'letter'
# The font size ('10pt', '11pt' or '12pt').
#latex_font_size = '10pt'
# Grouping the document tree into LaTeX files. List of tuples
# (source start file, target name, title, author, documentclass [howto/manual]).
latex_documents = [
('index', 'django-helpdesk.tex', u'django-helpdesk Documentation',
u'Ross Poulton + Contributors', 'manual'),
]
# The name of an image file (relative to this directory) to place at the top of
# the title page.
#latex_logo = None
# For "manual" documents, if this is true, then toplevel headings are parts,
# not chapters.
#latex_use_parts = False
# If true, show page references after internal links.
#latex_show_pagerefs = False
# If true, show URL addresses after external links.
#latex_show_urls = False
# Additional stuff for the LaTeX preamble.
#latex_preamble = ''
# Documents to append as an appendix to all manuals.
#latex_appendices = []
# If false, no module index is generated.
#latex_domain_indices = True
# -- Options for manual page output --------------------------------------------
# One entry per manual page. List of tuples
# (source start file, name, description, authors, manual section).
man_pages = [
('index', 'django-helpdesk', u'django-helpdesk Documentation',
[u'Ross Poulton + Contributors'], 1)
]

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Configuration
=============
Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.
1. Visit ``http://yoursite/admin/`` and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details.
**IMPORTANT NOTE**: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.
2. Visit ``http://yoursite/helpdesk/`` (or whatever path as defined in your ``urls.py``)
3. If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis.
Don't forget to set the relevant Django environment variables in your crontab::
*/5 * * * * /path/to/helpdesksite/manage.py get_email
This will run the e-mail import every 5 minutes
**IMPORTANT NOTE**: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.
4. If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis::
0 * * * * /path/to/helpdesksite/manage.py escalate_tickets
This will run the escalation process hourly, using the 'Escalation Hours' setting for each queue to determine which tickets to escalate.
5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis::
0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely
This will, on a weekly basis, create exclusions for the coming weekend.
6. Log in to your Django admin screen, and go to the 'Sites' module. If the site ``example.com`` is listed, click it and update the details so they are relevant for your website.
7. If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your ``settings.py`` file so it contains your mail server details::
EMAIL_HOST = 'XXXXX'
EMAIL_HOST_USER = 'YYYYYY@ZZZZ.PPP'
EMAIL_HOST_PASSWORD = '123456'
You're now up and running! Happy ticketing.

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Custom Fields
=============
As of February 2011, django-helpdesk supports custom fields on the ``Ticket`` model. These fields are created by using the Django administration tool, and are shown on both the public and staff submission forms.
You can use most Django field types including text, integer, boolean, and list.
The demo at http://demo.jutdahelpdesk.com contains an example of each type of custom field, including a mix of mandatory and optional fields.
Note that this feature is still in beta - it needs quite a bit of testing and no doubt has bugs!

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Welcome to django-helpdesk's documentation!
===========================================
django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.
How Does It Look?
-----------------
You can see a demo installation at http://demo.jutdahelpdesk.com
Quick Start
-----------
django-helpdesk is just a Django application with models, views, templates, and some media. If you're comfortable with Django just try ``pip install django-helpdesk``. If not, continue to read the Installation document.
Key Features
------------
django-helpdesk has been designed for small businesses who need to recieve, manage and respond to requests for help from customers. In this context *'customers'* may be external users, or other people within your company.
* Tickets can be opened vi a email
* Multiple queues / categories of tickets
* Integrated FAQ / knowledgebase
Customer-facing Capabilities
~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Customers (who are not 'staff' users in Django) can:
1. Browse your knowledgebase / FAQ
2. Submit support requests via web/email
3. Review open and closed requests they submitted
Staff Capabilities
~~~~~~~~~~~~~~~~~~~~
If a user is a staff member, they get general helpdesk access, including:
1. See the ticket dashboard showing unassigned tickets and basic status of the helpdesk
2. Review the tickets assigned to them
3. Search through all tickets, open and closed
4. Save their searches for future use
5. Follow up or respond to tickets
6. Assign tickets to themselves or other staff members
7. Resolve tickets
Licensing
---------
django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. More details can be found in the :doc:`license documentation`.
Dependencies
------------
1. Python 2.4+
2. Django (1.2 or newer)
3. An existing **working** Django project with database etc. If you cannot log into the Admin, you won't get this product working!
Contents:
---------
.. toctree::
:maxdepth: 2
:glob:
license
install
configuration
settings
spam
custom_fields
api

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Installation
============
django-helpdesk installation isn't difficult, but it requires you have a bit of existing know-how about Django.
Getting The Code
----------------
Installing using PIP
~~~~~~~~~~~~~~~~~~~~
Try using ``pip install django-helpdesk``. Go and have a beer to celebrate Python packaging.
GIT Checkout (Cutting Edge)
~~~~~~~~~~~~~~~~~~~~~~~~~~~
If you're planning on editing the code or just want to get whatever is the latest and greatest, you can clone the official Git repository with ``git clone git://github.com/rossp/django-helpdesk.git``
Copy the ``helpdesk`` folder into your ``PYTHONPATH``.
I just want a .tar.gz!
~~~~~~~~~~~~~~~~~~~~~~
You can download the latest PyPi package from http://pypi.python.org/pypi/django-helpdesk/
Download, extract, and drop ``helpdesk`` into your ``PYTHONPATH``
Adding To Your Django Project
-----------------------------
1. Edit your ``settings.py`` file and add ``helpdesk`` to the ``INSTALLED_APPS`` setting. You also need ``django.contrib.admin`` in ``INSTALLED_APPS`` if you haven't already added it. eg::
INSTALLED_APPS = (
'django.contrib.auth',
'django.contrib.contenttypes',
'django.contrib.sessions',
'django.contrib.sites',
'django.contrib.admin', # Required for helpdesk admin/maintenance
'django.contrib.markup', # Required for text display
'helpdesk', # This is new!
)
2. Make sure django-helpdesk is accessible via ``urls.py``. Add the following line to ``urls.py``::
(r'helpdesk/', include('helpdesk.urls')),
3. Create the required database tables. I'd suggest using *South*, however the following will work::
./manage.py syncdb
4. Inside your ``MEDIA_ROOT`` folder, create a new folder called ``helpdesk`` and copy the contents of ``helpdesk/htdocs`` into it. Alternatively, create a symlink::
ln -s /path/to/helpdesk/htdocs /path/to/media/helpdesk
5. Inside your ``MEDIA_ROOT`` folder, inside the ``helpdesk`` folder, is a folder called ``attachments``. Ensure your web server software can write to this folder - something like this should do the trick::
chown www-data:www-data attachments/
chmod 700 attachments
(substitute www-data for the user / group that your web server runs as, eg 'apache' or 'httpd')
If all else fails ensure all users can write to it::
chmod 777 attachments/
This is NOT recommended, especially if you're on a shared server.
6. Ensure that your ``attachments`` folder has directory listings turned off, to ensure users don't download files that they are not specifically linked to from their tickets.
If you are using Apache, put a ``.htaccess`` file in the ``attachments`` folder with the following content::
Options -Indexes
You will also have to make sure that ``.htaccess`` files aren't being ignored.
Ideally, accessing http://MEDIA_URL/helpdesk/attachments/ will give you a 403 access denied error.

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License
=======
django-helpdesk is released under the terms of the BSD license. You must agree to these terms before installing or using django-helpdesk.::
Copyright (c) 2008, Ross Poulton (Trading as Jutda)
All rights reserved.
Redistribution and use in source and binary forms, with or without modification,
are permitted provided that the following conditions are met:
1. Redistributions of source code must retain the above copyright
notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright
notice, this list of conditions and the following disclaimer in the
documentation and/or other materials provided with the distribution.
3. Neither the name of Ross Poulton, Jutda, nor the names of any
of its contributors may be used to endorse or promote products
derived from this software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND
ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE
FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR
SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER
CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,
OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE
OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
EXCEPTIONS
This software is distributed with some third-party software which is not distributed under the above license. See LICENSE.3RDPARTY for further details.
django-helpdesk includes 3rd party software. The licenses for these
applications are included below.
License for jQuery & jQuery UI
------------------------------
::
Copyright (c) 2007 John Resig, http://jquery.com/
Permission is hereby granted, free of charge, to any person obtaining
a copy of this software and associated documentation files (the
"Software"), to deal in the Software without restriction, including
without limitation the rights to use, copy, modify, merge, publish,
distribute, sublicense, and/or sell copies of the Software, and to
permit persons to whom the Software is furnished to do so, subject to
the following conditions:
The above copyright notice and this permission notice shall be
included in all copies or substantial portions of the Software.
THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE
LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION
WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
License for jQuery UI 'Smoothness' theme
----------------------------------------
::
/*
* jQuery UI screen structure and presentation
* This CSS file was generated by ThemeRoller, a Filament Group Project for jQuery UI
* Author: Scott Jehl, scott@filamentgroup.com, http://www.filamentgroup.com
* Visit ThemeRoller.com
*/
License for akismet.py
----------------------
::
Copyright (c) 2003-2009, Michael Foord
All rights reserved.
E-mail : fuzzyman AT voidspace DOT org DOT uk
Redistribution and use in source and binary forms, with or without
modification, are permitted provided that the following conditions are
met:
* Redistributions of source code must retain the above copyright
notice, this list of conditions and the following disclaimer.
* Redistributions in binary form must reproduce the above
copyright notice, this list of conditions and the following
disclaimer in the documentation and/or other materials provided
with the distribution.
* Neither the name of Michael Foord nor the name of Voidspace
may be used to endorse or promote products derived from this
software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS
"AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT
LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR
A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT
OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,
SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT
LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY
THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT
(INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE
OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

20
docs/source/settings.rst Normal file
View File

@ -0,0 +1,20 @@
Settings
========
The following settings can be changed in your ``settings.py`` file to help change the way django-helpdesk operates.
HELPDESK_DEFAULT_SETTINGS
-------------------------
django-helpdesk has a built in ``UserSettings`` entity with per-use options that they will want to configure themselves. When you create a new user, a set of options is automatically created for them which they can then change themselves.
If you want to override the default settings for your users, create ``HELPDESK_DEFAULT_SETTINGS`` as a dictionary in ``settings.py``. The default is below::
HELPDESK_DEFAULT_SETTINGS = {
'use_email_as_submitter': True,
'email_on_ticket_assign': True,
'email_on_ticket_change': True,
'login_view_ticketlist': True,
'email_on_ticket_apichange': True,
'tickets_per_page': 25
}

32
docs/source/spam.rst Normal file
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@ -0,0 +1,32 @@
Spam Filtering
==============
django-helpdesk includes a copy of ``akismet.py`` by `Michael Foord <http://www.voidspace.org.uk/>`_, which lets incoming ticket submissions be automatically checked against either the `Akismet <http://akismet.com/>`_ or `TypePad Anti-Spam <http://antispam.typepad.com/>`_ services.
To enable this functionality, sign up for an API key with one of these two services.
Akismet
~~~~~~~
* Sign up at http://akismet.com/
* Save your API key in ``settings.py`` as ``AKISMET_API_KEY``
**Note**: Akismet is only free for personal use. Paid commercial accounts are available.
TypePad AntiSpam
~~~~~~~~~~~~~~~~
* Sign up at http://antispam.typepad.com/
* Save your API key in ``settings.py`` as ``TYPEPAD_ANTISPAM_API_KEY``
This service is free to use, within their terms and conditions.
If you have either of these settings enabled, the spam filtering will be done automatically. If you have *both* settings configured, TypePad will be used instead of Akismet.
Example
~~~~~~~
A sample configuration in ``settings.py`` may be::
TYPEPAD_ANTISPAM_API_KEY = 'abc123'

4
helpdesk/forms.py
View File

@ -499,6 +499,10 @@ class EmailIgnoreForm(forms.ModelForm):
model = IgnoreEmail
class TicketCCForm(forms.ModelForm):
def __init__(self, *args, **kwargs):
super(TicketCCForm, self).__init__(*args, **kwargs)
self.fields['user'].queryset = User.objects.filter(is_active=True).order_by('username')
class Meta:
model = TicketCC
exclude = ('ticket',)

62
helpdesk/templates/helpdesk/base.html
View File

@ -12,57 +12,63 @@
<link rel='alternate' href='{% url helpdesk_rss "user" %}{{ user.username }}/' type='application/rss+xml' title='{% trans "My Open Tickets" %}' />
<link rel='alternate' href='{% url helpdesk_rss "recent_activity" %}' type='application/rss+xml' title='{% trans "All Recent Activity" %}' />
<link rel='alternate' href='{% url helpdesk_rss "unassigned" %}' type='application/rss+xml' title='{% trans "Unassigned Tickets" %}' />
<script type="text/javascript">
$(document).ready(function(){
// hide queryloadheader div by default
$("#queryloadheader").hide();
// toggle the event
$("#toggle_query").click(function(){
}).toggle( function() {
$("#queryloadheader").show();
}, function() {
$("#queryloadheader").hide();
});
// replace display while hovering over menu item
$('li.headerlink').hover(
function() { $('ul', this).css('display', 'block'); },
function() { $('ul', this).css('display', 'none'); });
});
</script>
<style type="text/css">
/* header */
#dropdown li.headerlink { width: auto; float: left; text-align: center; }
/* query list */
#dropdown li.headerlink ul { display: none;
text-align: left;
position: absolute;
padding: 5px;
z-index: 2; }
/* query entries */
#dropdown li.headerlink:hover ul { display: block; width: auto; }
#dropdown li.headerlink:hover ul li { padding: 5px; margin: 1px; float: none; display: block; }
</style>
{% block helpdesk_head %}{% endblock %}
</head>
<body>
<div id='container'>
<div id='header'>
<h1>{% trans "Helpdesk" %}</h1>
<ul>
<ul id="dropdown">
<li><a href='{% url helpdesk_dashboard %}'>{% trans "Dashboard" %}</a></li>
<li><a href='{% url helpdesk_list %}'>{% trans "Tickets" %}</a></li>
<li><a href='{% url helpdesk_submit %}'>{% trans "New Ticket" %}</a></li>
<li><a href='{% url helpdesk_report_index %}'>{% trans "Stats" %}</a></li>
{% if user_saved_queries_ %}
<li><a href="#queryloadheader" id="toggle_query">Load Saved Query</a></li>
<li class="headerlink"><a>Load Saved Query</a>
<ul>
{% for q in user_saved_queries_ %}
<li><a href="{% url helpdesk_list %}?saved_query={{ q.id }}">{{ q.title }}
{% if q.shared %}
(Shared{% ifnotequal user q.user %} by {{ q.user.username }}{% endifnotequal %})
{% endif %}</a></li>
{% endfor %}
</ul>
</li>
{% endif %}
<li><a href='{% url logout %}'>{% trans "Logout" %}</a></li>
{% if not query %}<li><form id='searchform' method='get' action='{% url helpdesk_list %}'><input type='text' name='q' size='10' class='input' value='{% trans "Search..." %}' id='search_query' onFocus='s=document.getElementById("search_query");if (s.value == "{% trans "Search..." %}") { s.value = ""; }' title='{% trans "Enter a keyword, or a ticket number to jump straight to that ticket." %}'/><input type='hidden' name='status' value='1' /><input type='hidden' name='status' value='2' /><input type='hidden' name='status' value='3' /><input type='hidden' name='search_type' value='header' />{% csrf_token %}</form></li>{% endif %}
</ul>
</div>
{% if user_saved_queries_ %}
<div id="queryloadheader" style="float:right; padding: 20px; background:#ECF1EF; ">
<form method='get' action='{% url helpdesk_list %}'>
<label for='id_query_selector'>{% trans "Query" %}</label> <select name='saved_query' id='id_query_selector' />
{% for q in user_saved_queries_ %}
<option value='{{ q.id }}'>{{ q.title }}{% if q.shared %} (Shared{% ifnotequal user q.user %} by {{ q.user.username }}{% endifnotequal %}){% endif %}</option>
{% endfor %}
</select>
<input type='submit' value='{% trans "Run Query" %}'>
{% csrf_token %}</form>
</div>
{% endif %}
<div id='body'>
{% block helpdesk_body %}{% endblock %}
</div>
<div id='footer'>
<p>{% trans "Powered by <a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>." %} {% if user.is_staff %}{% load svn_revision %}{% helpdesk_svn_revision %}{% endif %} <a href='{% url helpdesk_rss_index %}'><img src='{{ MEDIA_URL }}helpdesk/rss_icon.png' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a> <a href='{% url helpdesk_api_help %}'>{% trans "API" %}</a> <a href='{% url helpdesk_user_settings %}'>{% trans "User Settings" %}</a> {% if user.is_superuser %}<a href='{% url helpdesk_system_settings %}'>{% trans "System Settings" %}</a>{% endif %}</p>
</div>

9
helpdesk/templatetags/saved_queries.py
View File

@ -12,8 +12,13 @@ from helpdesk.models import SavedSearch
def saved_queries(request):
user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True))
return user_saved_queries
try:
user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True))
return user_saved_queries
except Exception, e:
print "'saved_queries' template tag (django-helpdesk) crashed with following error:"
print e
return ''
register = Library()
register.filter('saved_queries', saved_queries)

2
helpdesk/views/staff.py
View File

@ -666,6 +666,8 @@ def create_ticket(request):
initial_data = {}
if request.user.usersettings.settings.get('use_email_as_submitter', False) and request.user.email:
initial_data['submitter_email'] = request.user.email
if request.GET.has_key('queue'):
initial_data['queue'] = request.GET['queue']
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]