* Add ability to place a ticket on hold, stopping automatic escalation.

models.py

@@ -125,6 +125,8 @@ class Ticket(models.Model):
     assigned_to = models.ForeignKey(User, related_name='assigned_to', blank=True, null=True)
     status = models.IntegerField(choices=STATUS_CHOICES, default=OPEN_STATUS)
 
+    on_hold = models.BooleanField(blank=True, null=True)
+
     description = models.TextField(blank=True, null=True)
     resolution = models.TextField(blank=True, null=True)
 
@@ -159,6 +161,12 @@ class Ticket(models.Model):
         return "%s/helpdesk/priorities/priority%s.png" % (settings.MEDIA_URL, self.priority)
     get_priority_img = property(_get_priority_img)
 
+    def _get_status(self):
+        held_msg = ''
+        if self.on_hold: held_msg = ' (Held)'
+        return '%s%s' % (self.get_status_display, held_msg)
+    get_status = property(_get_status)
+
     def _get_ticket_url(self):
         from django.contrib.sites.models import Site
         from django.core.urlresolvers import reverse

scripts/escalate_tickets.py

@@ -44,7 +44,7 @@ def escalate_tickets():
         q.last_escalation = datetime.now()
         q.save()
 
-        for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1):
+        for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).exclude(on_hold=True):
             t.priority -= 1
             t.save()
 

templates/helpdesk/ticket.html

@@ -25,7 +25,7 @@
 {% block helpdesk_body %}
 
 <table width='100%'>
-<tr class='row_tablehead'><td>{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status_display }}]</td><td align='right'><a href='#edit'><img src='{{ MEDIA_URL }}/helpdesk/buttons/edit.png' alt='Edit' title='Edit' width='60' height='15' /></a><a href='{% url helpdesk_delete ticket.id %}'><img src='{{ MEDIA_URL }}/helpdesk/buttons/delete.png' alt='Delete' title='Delete' width='60' height='15' /></a></td></tr>
+<tr class='row_tablehead'><td>{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status }}]</td><td align='right'><a href='#edit'><img src='{{ MEDIA_URL }}/helpdesk/buttons/edit.png' alt='Edit' title='Edit' width='60' height='15' /></a><a href='{% url helpdesk_delete ticket.id %}'><img src='{{ MEDIA_URL }}/helpdesk/buttons/delete.png' alt='Delete' title='Delete' width='60' height='15' /></a>{% if ticket.on_hold %}<a href='unhold/'>Unhold</a>{% else %}<a href='hold/'>Hold</a>{% endif %}</td></tr>
 <tr class='row_columnheads'><th colspan='2'>Queue: {{ ticket.queue }}</th></tr>
 
 <tr class='row_odd'>

urls.py

@@ -54,6 +54,13 @@ urlpatterns = patterns('helpdesk.views',
         'delete_ticket',
         name='helpdesk_delete'),
     
+    url(r'^tickets/(?P<ticket_id>[0-9]+)/hold/$',
+        'hold_ticket',
+        name='helpdesk_hold'),
+
+    url(r'^tickets/(?P<ticket_id>[0-9]+)/unhold/$',
+        'unhold_ticket',
+        name='helpdesk_unhold'),
 
     url(r'^raw/(?P<type>\w+)/$',
         'raw_details',

views.py

@@ -303,3 +303,31 @@ def public_view(request):
             'email': email,
             'error_message': error_message,
         }))
+
+def hold_ticket(request, ticket_id, unhold=False):
+    ticket = get_object_or_404(Ticket, id=ticket_id)
+
+    if unhold:
+        ticket.on_hold = False
+        title = 'Ticket placed on hold'
+    else:
+        ticket.on_hold = True
+        title = 'Ticket taken off hold'
+    
+    f = FollowUp(
+        ticket = ticket,
+        user = request.user,
+        title = title,
+        date = datetime.now(),
+    )
+    f.save()
+    
+    ticket.save()
+    
+    return HttpResponseRedirect(ticket.get_absolute_url())
+hold_ticket = login_required(hold_ticket)
+
+def unhold_ticket(request, ticket_id):
+    return hold_ticket(request, ticket_id, unhold=True)
+unhold_ticket = login_required(unhold_ticket)
+