forked from extern/django-helpdesk
* Fixed svn:keywords
* Added escalation system that allows certain days to be excluded from escalation * New script to automatically create exclusions on user-defined days, eg easily add a years worth of saturdays & sundays to the exclusion system
This commit is contained in:
Ross Poulton
parent
0f3c979650
commit
274b9300f4
8
README
8
README
@ -122,4 +122,12 @@ LICENSE.JQUERY and LICENSE.NICEDIT for their respective license terms.
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This will run the escalation process hourly, using the 'Escalation Hours'
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setting for each queue to determine which tickets to escalate.
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5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter
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the dates manually via the Admin, or setup a cronjob to run
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scripts/create_escalation_exclusions.py on a regular basis:
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0 0 * * 0 DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/create_escalation_exclusions.py --days saturday,sunday --verbose
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This will, on a weekly basis, create exclusions for the coming weekend.
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You're now up and running!
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18
models.py
18
models.py
@ -46,8 +46,7 @@ class Queue(models.Model):
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title = models.CharField(maxlength=100)
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slug = models.SlugField(help_text='This slug is used when building ticket ID\'s. Once set, try not to change it or e-mailing may get messy.')
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email_address = models.EmailField(blank=True, null=True, help_text='All outgoing e-mails for this queue will use this e-mail address. If you use IMAP or POP3, this shoul be the e-mail address for that mailbox.')
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escalate_hours = models.IntegerField(blank=True, null=True, help_text='For tickets which are not held, how often do you wish to increase their priority? Set to 0 for no escalation.')
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last_escalation = models.DateTimeField(blank=True, null=True, editable=False)
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escalate_days = models.IntegerField(blank=True, null=True, help_text='For tickets which are not held, how often do you wish to increase their priority? Set to 0 for no escalation.')
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def _from_address(self):
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if not self.email_address:
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@ -134,6 +133,8 @@ class Ticket(models.Model):
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resolution = models.TextField(blank=True, null=True)
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priority = models.IntegerField(choices=PRIORITY_CHOICES, default=3, blank=3)
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last_escalation = models.DateTimeField(blank=True, null=True, editable=False)
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def _get_assigned_to(self):
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""" Custom property to allow us to easily print 'Unassigned' if a
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@ -310,3 +311,16 @@ class PreSetReply(models.Model):
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def __unicode__(self):
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return u'%s' % self.name
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class EscalationExclusion(models.Model):
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queues = models.ManyToManyField(Queue, blank=True, null=True, help_text='Leave blank for this exclusion to b eaplied to all queues, or select those queues you wish to exclude with this entry.')
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name = models.CharField(maxlength=100)
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date = models.DateField(help_text='Date on which escalation should not happen')
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class Admin:
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pass
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def __unicode__(self):
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return u'%s' % self.name
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114
scripts/create_escalation_exclusions.py
Normal file
114
scripts/create_escalation_exclusions.py
Normal file
@ -0,0 +1,114 @@
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""" ..
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.,::;::::::
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..,::::::::,,,,::: Jutda Helpdesk - A Django
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.,,::::::,,,,,,,,,,,,,:: powered ticket tracker for
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.,::::::,,,,,,,,,,,,,,,,,,:;r. small enterprise
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.::::,,,,,,,,,,,,,,,,,,,,,,:;;rr.
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.:::,,,,,,,,,,,,,,,,,,,,,,,:;;;;;rr (c) Copyright 2008
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.:::,,,,,,,,,,,,,,,,,,,,,,,:;;;:::;;rr
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.:::,,,,,,,,,,,,,,,,,,,,. ,;;;::::::;;rr Jutda
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.:::,,,,,,,,,,,,,,,,,,. .:;;:::::::::;;rr
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.:::,,,,,,,,,,,,,,,. .;r;::::::::::::;r; All Rights Reserved
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.:::,,,,,,,,,,,,,,, .;r;;:::::::::::;;:.
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.:::,,,,,,,,,,,,,,,. .;r;;::::::::::::;:.
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.;:,,,,,,,,,,,,,,, .,;rr;::::::::::::;:. This software is released
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.,:,,,,,,,,,,,,,. .,:;rrr;;::::::::::::;;. under a limited-use license that
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:,,,,,,,,,,,,,..:;rrrrr;;;::::::::::::;;. allows you to freely download this
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:,,,,,,,:::;;;rr;;;;;;:::::::::::::;;, software from it's manufacturer and
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::::;;;;;;;;;;;:::::::::::::::::;;, use it yourself, however you may not
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.r;;;;:::::::::::::::::::::::;;;, distribute it. For further details, see
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.r;::::::::::::::::::::;;;;;:, the enclosed LICENSE file.
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.;;::::::::::::::;;;;;:,.
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.;;:::::::;;;;;;:,. Please direct people who wish to download this
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.r;;;;;;;;:,. software themselves to www.jutda.com.au.
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,,,..
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$Id$
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"""
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from datetime import datetime, timedelta, date
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from django.db.models import Q
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from helpdesk.models import EscalationExclusion, Queue
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import sys, getopt
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day_names = {
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'monday': 0,
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'tuesday': 1,
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'wednesday': 2,
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'thursday': 3,
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'friday': 4,
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'saturday': 5,
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'sunday': 6,
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}
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def create_exclusions(days, occurrences, verbose, queues):
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days = days.split(',')
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for day in days:
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day_name = day
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day = day_names[day]
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workdate = date.today()
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i = 0
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while i < occurrences:
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if day == workdate.weekday():
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if EscalationExclusion.objects.filter(date=workdate).count() == 0:
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esc = EscalationExclusion(name='Auto Exclusion for %s' % day_name, date=workdate)
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esc.save()
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if verbose:
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print "Created exclusion for %s %s" % (day_name, workdate)
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for q in queues:
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esc.queues.add(q)
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if verbose:
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print " - for queue %s" % q
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i += 1
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workdate += timedelta(days=1)
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def usage():
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print "Options:"
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print " --days, -d: Days of week (monday, tuesday, etc)"
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print " --occurrences, -o: Occurrences: How many weeks ahead to exclude this day"
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print " --queues, -q: Queues to include (default: all). Use queue slugs"
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print " --verbose, -v: Display a list of dates excluded"
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if __name__ == '__main__':
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try:
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opts, args = getopt.getopt(sys.argv[1:], 'd:o:q:v', ['days=', 'occurrences=', 'verbose', 'queues='])
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except getopt.GetoptError:
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usage()
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sys.exit(2)
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days = None
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occurrences = None
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verbose = False
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queue_slugs = None
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queues = []
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for o, a in opts:
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if o in ('-v', '--verbose'):
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verbose = True
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if o in ('-d', '--days'):
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days = a
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if o in ('-q', '--queues'):
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queue_slugs = a
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if o in ('-o', '--occurrences'):
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occurrences = int(a)
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if not occurrences: occurrences = 1
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if not (days and occurrences):
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usage()
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sys.exit(2)
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if queue_slugs is not None:
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queue_set = queue_slugs.split(',')
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for queue in queue_set:
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try:
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q = Queue.objects.get(slug__exact=queue)
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except:
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print "Queue %s does not exist." % queue
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sys.exit(2)
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queues.append(q)
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create_exclusions(days=days, occurrences=occurrences, verbose=verbose, queues=queues)
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@ -26,44 +26,91 @@
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$Id$
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"""
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from datetime import datetime, timedelta
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from datetime import datetime, timedelta, date
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from django.db.models import Q
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from helpdesk.models import Queue, Ticket, FollowUp
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from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
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from helpdesk.lib import send_multipart_mail
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import sys, getopt
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def escalate_tickets():
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for q in Queue.objects.filter(escalate_hours__isnull=False).exclude(escalate_hours=0):
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def escalate_tickets(queues, verbose):
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""" Only include queues with escalation configured """
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queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
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if queues:
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queryset = queryset.filter(slug__in=queues)
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for q in queryset:
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last = date.today() - timedelta(days=q.escalate_days)
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today = date.today()
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workdate = last
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days = 0
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while workdate < today:
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if EscalationExclusion.objects.filter(date=workdate).count() == 0:
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days += 1
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workdate = workdate + timedelta(days=1)
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req_last_escl_date = date.today() - timedelta(days=days)
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if verbose:
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print "Processing: %s" % q
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if not q.last_escalation: q.last_escalation = datetime.now()-timedelta(hours=q.escalate_hours)
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if (q.last_escalation + timedelta(hours=q.escalate_hours) - timedelta(minutes=2)) > datetime.now():
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continue
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print "Processing: %s" % q
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q.last_escalation = datetime.now()
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q.save()
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for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).exclude(on_hold=True):
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for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).filter(Q(on_hold__isnull=True) | Q(on_hold=False)).filter(Q(last_escalation__lte=req_last_escl_date) | Q(last_escalation__isnull=True)):
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t.last_escalation = datetime.now()
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t.priority -= 1
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t.save()
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if verbose:
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print " - Esclating %s from %s>%s" % (t.ticket, t.priority+1, t.priority)
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f = FollowUp(
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ticket = t,
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title = 'Ticket Escalated',
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date=q.last_escalation,
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date=datetime.now(),
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public=True,
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comment='Ticket escalated after %s hours' % q.escalate_hours,
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comment='Ticket escalated after %s days' % q.escalate_days,
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)
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f.save()
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tc = TicketChange(
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followup = f,
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field = 'priority',
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field = 'Priority',
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old_value = t.priority + 1,
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new_value = t.priority,
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)
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tc.save()
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def usage():
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print "Options:"
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print " --queues, -q: Queues to include (default: all). Use queue slugs"
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print " --verbose, -v: Display a list of dates excluded"
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if __name__ == '__main__':
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escalate_tickets()
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try:
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opts, args = getopt.getopt(sys.argv[1:], 'q:v', ['queues=', 'verbose'])
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except getopt.GetoptError:
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usage()
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sys.exit(2)
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verbose = False
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queue_slugs = None
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queues = []
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for o, a in opts:
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if o in ('-v', '--verbose'):
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verbose = True
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if o in ('-q', '--queues'):
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queue_slugs = a
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if queue_slugs is not None:
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queue_set = queue_slugs.split(',')
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for queue in queue_set:
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try:
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q = Queue.objects.get(slug__exact=queue)
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except:
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print "Queue %s does not exist." % queue
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sys.exit(2)
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queues.append(queue)
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escalate_tickets(queues=queues, verbose=verbose)
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