Merge branch 'master' into pinax-remove

.flake8

@@ -0,0 +1,4 @@
+[flake8]
+max-line-length = 120
+exclude = .git,__pycache__,.tox,.eggs,*.egg,node_modules,.venv,migrations,docs,demo,tests,setup.py
+import-order-style = pep8

.travis.yml

@@ -7,8 +7,9 @@ python:
     - "3.8"
 
 env:
-    - DJANGO=2.2.16
-    - DJANGO=3.1.2
+    - DJANGO=2.2.23
+    - DJANGO=3.1.11
+    - DJANGO=3.2.3
 
 install:
     - pip install -q Django==$DJANGO

CONTRIBUTING.rst

@@ -155,7 +155,7 @@ collaborative translation. If you want to help translate django-helpdesk into
 languages other than English, we encourage you to make use of our Transifex
 project:
 
-http://www.transifex.net/projects/p/django-helpdesk/resource/core/
+http://www.transifex.com/projects/p/django-helpdesk/resource/core/
 
 Once you have translated content via Transifex, please raise an issue on the
 project Github page and tag it as "translations" to let us know it's ready to

demo/demodesk/config/settings.py

@@ -108,8 +108,8 @@ HELPDESK_SHOW_CHANGE_PASSWORD = True
 # Instead of showing the public web portal first,
 # we can instead redirect users straight to the login page.
 HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = False
-LOGIN_URL = '/login/'
-LOGIN_REDIRECT_URL = '/login/'
+LOGIN_URL = 'helpdesk:login'
+LOGIN_REDIRECT_URL = 'helpdesk:home'
 
 # Database
 # - by default, we use SQLite3 for the demo, but you can also

demo/setup.py

@@ -13,7 +13,7 @@ project_root = os.path.dirname(here)
 NAME = 'django-helpdesk-demodesk'
 DESCRIPTION = 'A demo Django project using django-helpdesk'
 README = open(os.path.join(here, 'README.rst')).read()
-VERSION = '0.3.0b2'
+VERSION = '0.3.0b3'
 #VERSION = open(os.path.join(project_root, 'VERSION')).read().strip()
 AUTHOR = 'django-helpdesk team'
 URL = 'https://github.com/django-helpdesk/django-helpdesk'

docs/settings.rst

@@ -81,19 +81,19 @@ These changes are visible throughout django-helpdesk
 - **HELPDESK_EMAIL_FALLBACK_LOCALE** Fallback locale for templated emails when queue locale not found
 
   **Default:** ``HELPDESK_EMAIL_FALLBACK_LOCALE = "en"``
-  
+
 - **HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE** Maximum size, in bytes, of file attachments that will be sent via email
 
   **Default:** ``HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE = 512000``
-  
+
 - **QUEUE_EMAIL_BOX_UPDATE_ONLY** Only process mail with a valid tracking ID; all other mail will be ignored instead of creating a new ticket.
 
   **Default:** ``QUEUE_EMAIL_BOX_UPDATE_ONLY = False``
-  
+
 - **HELPDESK_ANON_ACCESS_RAISES_404** If True, redirects user to a 404 page when attempting to reach ticket pages while not logged in, rather than redirecting to a login screen.
 
   **Default:** ``HELPDESK_ANON_ACCESS_RAISES_404 = False``
-  
+
 Options shown on public pages
 -----------------------------
 
@@ -107,6 +107,10 @@ These options only change display of items on public-facing pages, not staff pag
 
   **Default:** ``HELPDESK_SUBMIT_A_TICKET_PUBLIC = True``
 
+- **HELPDESK_PUBLIC_TICKET_FORM_CLASS** Define custom form class to show on public pages for anon users. You can use it for adding custom fields and validation, captcha and so on.
+
+  **Default:** ``HELPDESK_PUBLIC_TICKET_FORM_CLASS = "helpdesk.forms.PublicTicketForm"``
+
 
 Options for public ticket submission form
 -----------------------------------------
@@ -219,3 +223,7 @@ The following settings were defined in previous versions and are no longer suppo
 - **HELPDESK_FOOTER_SHOW_CHANGE_LANGUAGE_LINK** Is never shown. Use your own template if required.
 
 - **HELPDESK_ENABLE_PER_QUEUE_MEMBERSHIP** Discontinued in favor of HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION.
+
+- **HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL** Do not ignore fowarded and replied text from the email messages which create a new ticket; useful for cases when customer forwards some email (error from service or something) and wants support to see that
+
+- **HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE** Any incoming .eml message is saved and available, helps when customer spent some time doing fancy markup which has been corrupted during the email-to-ticket-comment translate process

helpdesk/.flake8

@@ -0,0 +1,3 @@
+[flake8]
+max-line-length = 120
+import-order-style = pep8

helpdesk/email.py

@@ -4,42 +4,36 @@ Django Helpdesk - A Django powered ticket tracker for small enterprise.
 (c) Copyright 2008 Jutda. Copyright 2018 Timothy Hobbs. All Rights Reserved.
 See LICENSE for details.
 """
-from django.core.exceptions import ValidationError
-from django.core.files.base import ContentFile
-from django.core.files.uploadedfile import SimpleUploadedFile
-from django.core.management.base import BaseCommand
-from django.db.models import Q
-from django.utils.translation import ugettext as _
-from django.utils import encoding, timezone
-from django.contrib.auth import get_user_model
-
-from helpdesk import settings
-from helpdesk.lib import safe_template_context, process_attachments
-from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
-
-from datetime import timedelta
-import base64
-import binascii
+# import base64
 import email
-from email.header import decode_header
-from email.utils import getaddresses, parseaddr, collapse_rfc2231_value
 import imaplib
+import logging
 import mimetypes
-from os import listdir, unlink
-from os.path import isfile, join
+import os
 import poplib
 import re
 import socket
 import ssl
 import sys
+from datetime import timedelta
+from email.utils import getaddresses
+from os.path import isfile, join
 from time import ctime
-from optparse import make_option
 
 from bs4 import BeautifulSoup
-
+from django.conf import settings as django_settings
+from django.contrib.auth import get_user_model
+from django.core.exceptions import ValidationError
+from django.core.files.uploadedfile import SimpleUploadedFile
+from django.db.models import Q
+from django.utils import encoding, timezone
+from django.utils.translation import ugettext as _
 from email_reply_parser import EmailReplyParser
 
-import logging
+from helpdesk import settings
+from helpdesk.lib import safe_template_context, process_attachments
+from helpdesk.models import Queue, Ticket, TicketCC, FollowUp, IgnoreEmail
+
 
 # import User model, which may be a custom model
 User = get_user_model()
@@ -70,37 +64,48 @@ def process_email(quiet=False):
         if q.logging_type in logging_types:
             logger.setLevel(logging_types[q.logging_type])
         elif not q.logging_type or q.logging_type == 'none':
-            logging.disable(logging.CRITICAL)  # disable all messages
+            # disable all handlers so messages go to nowhere
+            logger.handlers = []
+            logger.propagate = False
         if quiet:
             logger.propagate = False  # do not propagate to root logger that would log to console
-        logdir = q.logging_dir or '/var/log/helpdesk/'
+
+        # Log messages to specific file only if the queue has it configured
+        if (q.logging_type in logging_types) and q.logging_dir:  # if it's enabled and the dir is set
+            log_file_handler = logging.FileHandler(join(q.logging_dir, q.slug + '_get_email.log'))
+            logger.addHandler(log_file_handler)
+        else:
+            log_file_handler = None
 
         try:
-            handler = logging.FileHandler(join(logdir, q.slug + '_get_email.log'))
-            logger.addHandler(handler)
-
             if not q.email_box_last_check:
                 q.email_box_last_check = timezone.now() - timedelta(minutes=30)
 
             queue_time_delta = timedelta(minutes=q.email_box_interval or 0)
-
             if (q.email_box_last_check + queue_time_delta) < timezone.now():
                 process_queue(q, logger=logger)
                 q.email_box_last_check = timezone.now()
                 q.save()
         finally:
+            # we must close the file handler correctly if it's created
             try:
-                handler.close()
+                if log_file_handler:
+                    log_file_handler.close()
             except Exception as e:
                 logging.exception(e)
             try:
-                logger.removeHandler(handler)
+                if log_file_handler:
+                    logger.removeHandler(log_file_handler)
             except Exception as e:
                 logging.exception(e)
 
 
 def pop3_sync(q, logger, server):
     server.getwelcome()
+    try:
+        server.stls()
+    except Exception:
+        logger.warning("POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
     server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
     server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
 
@@ -138,17 +143,27 @@ def pop3_sync(q, logger, server):
 
 def imap_sync(q, logger, server):
     try:
+        try:
+            server.starttls()
+        except Exception:
+            logger.warning("IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
         server.login(q.email_box_user or
                      settings.QUEUE_EMAIL_BOX_USER,
                      q.email_box_pass or
                      settings.QUEUE_EMAIL_BOX_PASSWORD)
         server.select(q.email_box_imap_folder)
     except imaplib.IMAP4.abort:
-        logger.error("IMAP login failed. Check that the server is accessible and that the username and password are correct.")
+        logger.error(
+            "IMAP login failed. Check that the server is accessible and that "
+            "the username and password are correct."
+        )
         server.logout()
         sys.exit()
     except ssl.SSLError:
-        logger.error("IMAP login failed due to SSL error. This is often due to a timeout. Please check your connection and try again.")
+        logger.error(
+            "IMAP login failed due to SSL error. This is often due to a timeout. "
+            "Please check your connection and try again."
+        )
         server.logout()
         sys.exit()
 
@@ -171,7 +186,10 @@ def imap_sync(q, logger, server):
                 else:
                     logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % num)
     except imaplib.IMAP4.error:
-        logger.error("IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?" % q.email_box_imap_folder)
+        logger.error(
+            "IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
+            q.email_box_imap_folder
+        )
 
     server.expunge()
     server.close()
@@ -243,7 +261,7 @@ def process_queue(q, logger):
 
     elif email_box_type == 'local':
         mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
-        mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
+        mail = [join(mail_dir, f) for f in os.listdir(mail_dir) if isfile(join(mail_dir, f))]
         logger.info("Found %d messages in local mailbox directory" % len(mail))
 
         logger.info("Found %d messages in local mailbox directory" % len(mail))
@@ -253,15 +271,15 @@ def process_queue(q, logger):
                 full_message = encoding.force_text(f.read(), errors='replace')
                 ticket = object_from_message(message=full_message, queue=q, logger=logger)
             if ticket:
-                logger.info("Successfully processed message %d, ticket/comment created." % i)
+                logger.info("Successfully processed message %d, ticket/comment created.", i)
                 try:
-                    unlink(m)  # delete message file if ticket was successful
-                except OSError:
-                    logger.error("Unable to delete message %d." % i)
+                    os.unlink(m)  # delete message file if ticket was successful
+                except OSError as e:
+                    logger.error("Unable to delete message %d (%s).", i, str(e))
                 else:
-                    logger.info("Successfully deleted message %d." % i)
+                    logger.info("Successfully deleted message %d.", i)
             else:
-                logger.warn("Message %d was not successfully processed, and will be left in local directory" % i)
+                logger.warn("Message %d was not successfully processed, and will be left in local directory", i)
 
 
 def decodeUnknown(charset, string):
@@ -277,7 +295,26 @@ def decodeUnknown(charset, string):
 
 def decode_mail_headers(string):
     decoded = email.header.decode_header(string)
-    return u' '.join([str(msg, encoding=charset, errors='replace') if charset else str(msg) for msg, charset in decoded])
+    return u' '.join([
+        str(msg, encoding=charset, errors='replace') if charset else str(msg)
+        for msg, charset
+        in decoded
+    ])
+
+
+def is_autoreply(message):
+    """
+    Accepting message as something with .get(header_name) method
+    Returns True if it's likely to be auto-reply or False otherwise
+    So we don't start mail loops
+    """
+    any_if_this = [
+        False if not message.get("Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
+        True if message.get("X-Auto-Response-Suppress") in ("DR", "AutoReply", "All") else False,
+        message.get("List-Id"),
+        message.get("List-Unsubscribe"),
+    ]
+    return any(any_if_this)
 
 
 def create_ticket_cc(ticket, cc_list):
@@ -305,7 +342,7 @@ def create_ticket_cc(ticket, cc_list):
         try:
             ticket_cc = subscribe_to_ticket_updates(ticket=ticket, user=user, email=cced_email)
             new_ticket_ccs.append(ticket_cc)
-        except ValidationError as err:
+        except ValidationError:
             pass
 
     return new_ticket_ccs
@@ -362,7 +399,6 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
             logger.debug("Created new ticket %s-%s" % (ticket.queue.slug, ticket.id))
 
             new = True
-            update = ''
 
     # Old issue being re-opened
     elif ticket.status == Ticket.CLOSED_STATUS:
@@ -374,7 +410,7 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
         title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
         date=now,
         public=True,
-        comment=payload['body'],
+        comment=payload.get('full_body', payload['body']) or "",
         message_id=message_id
     )
 
@@ -389,7 +425,10 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
 
     attached = process_attachments(f, files)
     for att_file in attached:
-        logger.info("Attachment '%s' (with size %s) successfully added to ticket from email." % (att_file[0], att_file[1].size))
+        logger.info(
+            "Attachment '%s' (with size %s) successfully added to ticket from email.",
+            att_file[0], att_file[1].size
+        )
 
     context = safe_template_context(ticket)
 
@@ -402,33 +441,44 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
 
         ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
 
-        for email in ticket_cc_list:
-            notifications_to_be_sent.append(email)
+        for email_address in ticket_cc_list:
+            notifications_to_be_sent.append(email_address)
 
-    # send mail to appropriate people now depending on what objects
-    # were created and who was CC'd
-    if new:
-        ticket.send(
-            {'submitter': ('newticket_submitter', context),
-             'new_ticket_cc': ('newticket_cc', context),
-             'ticket_cc': ('newticket_cc', context)},
-            fail_silently=True,
-            extra_headers={'In-Reply-To': message_id},
-        )
+    autoreply = is_autoreply(message)
+    if autoreply:
+        logger.info("Message seems to be auto-reply, not sending any emails back to the sender")
     else:
-        context.update(comment=f.comment)
-        ticket.send(
-            {'submitter': ('newticket_submitter', context),
-             'assigned_to': ('updated_owner', context)},
-            fail_silently=True,
-            extra_headers={'In-Reply-To': message_id},
-        )
-        if queue.enable_notifications_on_email_events:
+        # send mail to appropriate people now depending on what objects
+        # were created and who was CC'd
+        # Add auto-reply headers because it's an auto-reply and we must
+        extra_headers = {
+            'In-Reply-To': message_id,
+            "Auto-Submitted": "auto-replied",
+            "X-Auto-Response-Suppress": "All",
+            "Precedence": "auto_reply",
+        }
+        if new:
             ticket.send(
-                {'ticket_cc': ('updated_cc', context)},
+                {'submitter': ('newticket_submitter', context),
+                 'new_ticket_cc': ('newticket_cc', context),
+                 'ticket_cc': ('newticket_cc', context)},
                 fail_silently=True,
-                extra_headers={'In-Reply-To': message_id},
+                extra_headers=extra_headers,
             )
+        else:
+            context.update(comment=f.comment)
+            ticket.send(
+                {'submitter': ('newticket_submitter', context),
+                 'assigned_to': ('updated_owner', context)},
+                fail_silently=True,
+                extra_headers=extra_headers,
+            )
+            if queue.enable_notifications_on_email_events:
+                ticket.send(
+                    {'ticket_cc': ('updated_cc', context)},
+                    fail_silently=True,
+                    extra_headers=extra_headers,
+                )
 
     return ticket
 
@@ -445,6 +495,7 @@ def object_from_message(message, queue, logger):
 
     sender = message.get('from', _('Unknown Sender'))
     sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
+
     # to address bug #832, we wrap all the text in front of the email address in
     # double quotes by using replace() on the email string. Then,
     # take first item of list, second item of tuple is the actual email address.
@@ -453,8 +504,6 @@ def object_from_message(message, queue, logger):
     # correctly. Not ideal, but this seems to work for now.
     sender_email = email.utils.getaddresses(['\"' + sender.replace('<', '\" <')])[0][1]
 
-    body_plain, body_html = '', ''
-
     cc = message.get_all('cc', None)
     if cc:
         # first, fixup the encoding if necessary
@@ -484,6 +533,7 @@ def object_from_message(message, queue, logger):
         ticket = None
 
     body = None
+    full_body = None
     counter = 0
     files = []
 
@@ -502,7 +552,19 @@ def object_from_message(message, queue, logger):
                 if part['Content-Transfer-Encoding'] == '8bit' and part.get_content_charset() == 'utf-8':
                     body = body.decode('unicode_escape')
                 body = decodeUnknown(part.get_content_charset(), body)
-                body = EmailReplyParser.parse_reply(body)
+                # have to use django_settings here so overwritting it works in tests
+                # the default value is False anyway
+                if ticket is None and getattr(django_settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False):
+                    # first message in thread, we save full body to avoid losing forwards and things like that
+                    body_parts = []
+                    for f in EmailReplyParser.read(body).fragments:
+                        body_parts.append(f.content)
+                    full_body = '\n\n'.join(body_parts)
+                    body = EmailReplyParser.parse_reply(body)
+                else:
+                    # second and other reply, save only first part of the message
+                    body = EmailReplyParser.parse_reply(body)
+                    full_body = body
                 # workaround to get unicode text out rather than escaped text
                 try:
                     body = body.encode('ascii').decode('unicode_escape')
@@ -515,13 +577,23 @@ def object_from_message(message, queue, logger):
                 except UnicodeDecodeError:
                     email_body = encoding.smart_text(part.get_payload(decode=False))
 
-                payload = """
-<html>
-<head>
-<meta charset="utf-8"/>
-</head>
-%s
-</html>""" % email_body
+                if not body and not full_body:
+                    # no text has been parsed so far - try such deep parsing for some messages
+                    altered_body = email_body.replace("</p>", "</p>\n").replace("<br", "\n<br")
+                    mail = BeautifulSoup(str(altered_body), "html.parser")
+                    full_body = mail.get_text()
+
+                if "<body" not in email_body:
+                    email_body = f"<body>{email_body}</body>"
+
+                payload = (
+                    '<html>'
+                    '<head>'
+                    '<meta charset="utf-8" />'
+                    '</head>'
+                    '%s'
+                    '</html>'
+                ) % email_body
                 files.append(
                     SimpleUploadedFile(_("email_html_body.html"), payload.encode("utf-8"), 'text/html')
                 )
@@ -530,18 +602,25 @@ def object_from_message(message, queue, logger):
             if not name:
                 ext = mimetypes.guess_extension(part.get_content_type())
                 name = "part-%i%s" % (counter, ext)
-            payload = part.get_payload()
-            if isinstance(payload, list):
-                payload = payload.pop().as_string()
-            payloadToWrite = payload
-            # check version of python to ensure use of only the correct error type
-            non_b64_err = TypeError
-            try:
-                logger.debug("Try to base64 decode the attachment payload")
-                payloadToWrite = base64.decodebytes(payload)
-            except non_b64_err:
-                logger.debug("Payload was not base64 encoded, using raw bytes")
-                payloadToWrite = payload
+            else:
+                name = ("part-%i_" % counter) + name
+
+            # # FIXME: this code gets the paylods, then does something with it and then completely ignores it
+            # # writing the part.get_payload(decode=True) instead; and then the payload variable is
+            # # replaced by some dict later.
+            # # the `payloadToWrite` has been also ignored so was commented
+            # payload = part.get_payload()
+            # if isinstance(payload, list):
+            #     payload = payload.pop().as_string()
+            # # payloadToWrite = payload
+            # # check version of python to ensure use of only the correct error type
+            # non_b64_err = TypeError
+            # try:
+            #     logger.debug("Try to base64 decode the attachment payload")
+            #     # payloadToWrite = base64.decodebytes(payload)
+            # except non_b64_err:
+            #     logger.debug("Payload was not base64 encoded, using raw bytes")
+            #     # payloadToWrite = payload
             files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
             logger.debug("Found MIME attachment %s" % name)
 
@@ -553,11 +632,25 @@ def object_from_message(message, queue, logger):
         if beautiful_body:
             try:
                 body = beautiful_body.text
+                full_body = body
             except AttributeError:
                 pass
         if not body:
             body = ""
 
+    if getattr(django_settings, 'HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE', False):
+        # save message as attachment in case of some complex markup renders wrong
+        files.append(
+            SimpleUploadedFile(
+                _("original_message.eml").replace(
+                    ".eml",
+                    timezone.localtime().strftime("_%d-%m-%Y_%H:%M") + ".eml"
+                ),
+                str(message).encode("utf-8"),
+                'text/plain'
+            )
+        )
+
     smtp_priority = message.get('priority', '')
     smtp_importance = message.get('importance', '')
     high_priority_types = {'high', 'important', '1', 'urgent'}
@@ -565,6 +658,7 @@ def object_from_message(message, queue, logger):
 
     payload = {
         'body': body,
+        'full_body': full_body or body,
         'subject': subject,
         'queue': queue,
         'sender_email': sender_email,

helpdesk/forms.py

@@ -7,6 +7,7 @@ forms.py - Definitions of newforms-based forms for creating and maintaining
            tickets.
 """
 import logging
+from datetime import datetime, date, time
 
 from django.core.exceptions import ObjectDoesNotExist, ValidationError
 from django import forms
@@ -35,6 +36,10 @@ CUSTOMFIELD_TO_FIELD_DICT = {
     'slug': forms.SlugField,
 }
 
+CUSTOMFIELD_DATE_FORMAT = "%Y-%m-%d"
+CUSTOMFIELD_TIME_FORMAT = "%H:%M:%S"
+CUSTOMFIELD_DATETIME_FORMAT = f"{CUSTOMFIELD_DATE_FORMAT} {CUSTOMFIELD_TIME_FORMAT}"
+
 
 class CustomFieldMixin(object):
     """
@@ -71,8 +76,14 @@ class CustomFieldMixin(object):
             # Try to use the immediate equivalences dictionary
             try:
                 fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
-                # Change widget in case it is a boolean
-                if fieldclass == forms.BooleanField:
+                # Change widgets for the following classes
+                if fieldclass == forms.DateField:
+                    instanceargs['widget'] = forms.DateInput(attrs={'class': 'form-control date-field'})
+                elif fieldclass == forms.DateTimeField:
+                    instanceargs['widget'] = forms.DateTimeInput(attrs={'class': 'form-control datetime-field'})
+                elif fieldclass == forms.TimeField:
+                    instanceargs['widget'] = forms.TimeInput(attrs={'class': 'form-control time-field'})
+                elif fieldclass == forms.BooleanField:
                     instanceargs['widget'] = forms.CheckboxInput(attrs={'class': 'form-control'})
 
             except KeyError:
@@ -88,18 +99,38 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
         model = Ticket
         exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
 
+    class Media:
+        js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js')
+
     def __init__(self, *args, **kwargs):
         """
         Add any custom fields that are defined to the form
         """
         super(EditTicketForm, self).__init__(*args, **kwargs)
 
+        # Disable and add help_text to the merged_to field on this form
+        self.fields['merged_to'].disabled = True
+        self.fields['merged_to'].help_text = _('This ticket is merged into the selected ticket.')
+
         for field in CustomField.objects.all():
+            initial_value = None
             try:
                 current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
                 initial_value = current_value.value
-            except TicketCustomFieldValue.DoesNotExist:
-                initial_value = None
+                # Attempt to convert from fixed format string to date/time data type
+                if 'datetime' == current_value.field.data_type:
+                    initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATETIME_FORMAT)
+                elif 'date' == current_value.field.data_type:
+                    initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATE_FORMAT)
+                elif 'time' == current_value.field.data_type:
+                    initial_value = datetime.strptime(initial_value, CUSTOMFIELD_TIME_FORMAT)
+                # If it is boolean field, transform the value to a real boolean instead of a string
+                elif 'boolean' == current_value.field.data_type:
+                    initial_value = 'True' == initial_value
+            except (TicketCustomFieldValue.DoesNotExist, ValueError, TypeError):
+                # ValueError error if parsing fails, using initial_value = current_value.value
+                # TypeError if parsing None type
+                pass
             instanceargs = {
                 'label': field.label,
                 'help_text': field.help_text,
@@ -119,7 +150,16 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
                     cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
                 except ObjectDoesNotExist:
                     cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
-                cfv.value = value
+
+                # Convert date/time data type to known fixed format string.
+                if datetime is type(value):
+                    cfv.value = value.strftime(CUSTOMFIELD_DATETIME_FORMAT)
+                elif date is type(value):
+                    cfv.value = value.strftime(CUSTOMFIELD_DATE_FORMAT)
+                elif time is type(value):
+                    cfv.value = value.strftime(CUSTOMFIELD_TIME_FORMAT)
+                else:
+                    cfv.value = value
                 cfv.save()
 
         return super(EditTicketForm, self).save(*args, **kwargs)
@@ -175,7 +215,7 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
     due_date = forms.DateTimeField(
         widget=forms.TextInput(attrs={'class': 'form-control', 'autocomplete': 'off'}),
         required=False,
-        input_formats=['%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
+        input_formats=[CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
         label=_('Due on'),
     )
 
@@ -187,7 +227,7 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
     )
 
     class Media:
-        js = ('helpdesk/js/init_due_date.js',)
+        js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js')
 
     def __init__(self, kbcategory=None, *args, **kwargs):
         super().__init__(*args, **kwargs)

helpdesk/lib.py

@@ -8,13 +8,11 @@ lib.py - Common functions (eg multipart e-mail)
 
 import logging
 import mimetypes
-import os
 
 from django.conf import settings
-from django.utils.encoding import smart_text, smart_str
-from django.utils.safestring import mark_safe
+from django.utils.encoding import smart_text
 
-from helpdesk.models import FollowUpAttachment, EmailTemplate
+from helpdesk.models import FollowUpAttachment
 
 
 logger = logging.getLogger('helpdesk')

helpdesk/locale/cs/LC_MESSAGES/django.po

@@ -502,7 +502,7 @@ msgstr "Složka pro log soubory"
 #: third_party/django-helpdesk/helpdesk/models.py:306
 msgid ""
 "If logging is enabled, what directory should we use to store log files for "
-"this queue? If no directory is set, default to /var/log/helpdesk/"
+"this queue? The standard logging mechanims are used if no directory is set"
 msgstr ""
 
 #: third_party/django-helpdesk/helpdesk/models.py:317

helpdesk/locale/fr/LC_MESSAGES/django.po

@@ -522,11 +522,10 @@ msgstr "Dossier de logs"
 #: .\models.py:308
 msgid ""
 "If logging is enabled, what directory should we use to store log files for "
-"this queue? If no directory is set, default to /var/log/helpdesk/"
+"this queue? The standard logging mechanims are used if no directory is set"
 msgstr ""
 "Si les logs sont activés, quel dossier doit être utilisé pour stocker les "
-"fichiers de logs pour cette file ? Si aucun dossier n'est défini, cela sera /"
-"var/log/helpdesk/ par défaut"
+"fichiers de logs pour cette file?"
 
 #: .\models.py:319
 msgid "Default owner"

helpdesk/locale/ru/LC_MESSAGES/django.po

@@ -531,13 +531,15 @@ msgstr ""
 
 #: models.py:247
 msgid "Logging Directory"
-msgstr ""
+msgstr "Директория логов"
 
 #: models.py:251
 msgid ""
 "If logging is enabled, what directory should we use to store log files for "
-"this queue? If no directory is set, default to /var/log/helpdesk/"
+"this queue? The standard logging mechanims are used if no directory is set"
 msgstr ""
+"Директория в которую будут сохраняться файлы с логами; стандартная конфигурация "
+"используется если ничего не указано"
 
 #: models.py:261
 msgid "Default owner"

helpdesk/locale/zh_CN/LC_MESSAGES/django.po

@@ -470,7 +470,7 @@ msgstr ""
 #: models.py:308
 msgid ""
 "If logging is enabled, what directory should we use to store log files for "
-"this queue? If no directory is set, default to /var/log/helpdesk/"
+"this queue? The standard logging mechanims are used if no directory is set"
 msgstr ""
 
 #: models.py:319

helpdesk/management/commands/create_usersettings.py

@@ -13,7 +13,6 @@ from django.core.management.base import BaseCommand
 from django.contrib.auth import get_user_model
 
 from helpdesk.models import UserSettings
-from helpdesk.settings import DEFAULT_USER_SETTINGS
 
 User = get_user_model()
 

helpdesk/migrations/0013_email_box_local_dir_and_logging.py

@@ -18,7 +18,7 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='queue',
             name='logging_dir',
-            field=models.CharField(blank=True, help_text='If logging is enabled, what directory should we use to store log files for this queue? If no directory is set, default to /var/log/helpdesk/', max_length=200, null=True, verbose_name='Logging Directory'),
+            field=models.CharField(blank=True, help_text='If logging is enabled, what directory should we use to store log files for this queue? The standard logging mechanims are used if no directory is set', max_length=200, null=True, verbose_name='Logging Directory'),
         ),
         migrations.AddField(
             model_name='queue',

helpdesk/models.py

@@ -305,7 +305,7 @@ class Queue(models.Model):
         null=True,
         help_text=_('If logging is enabled, what directory should we use to '
                     'store log files for this queue? '
-                    'If no directory is set, default to /var/log/helpdesk/'),
+                    'The standard logging mechanims are used if no directory is set'),
     )
 
     default_owner = models.ForeignKey(
@@ -612,7 +612,7 @@ class Ticket(models.Model):
             'assigned_to': (template_name2, context),
         }
 
-        **kwargs are passed to send_templated_mail defined in templated_mail.py
+        **kwargs are passed to send_templated_mail defined in templated_email.py
 
         returns the set of email addresses the notification was delivered to.
 
@@ -632,6 +632,7 @@ class Ticket(models.Model):
                 template, context = roles[role]
                 send_templated_mail(template, context, recipient, sender=self.queue.from_address, **kwargs)
                 recipients.add(recipient)
+
         send('submitter', self.submitter_email)
         send('ticket_cc', self.queue.updated_ticket_cc)
         send('new_ticket_cc', self.queue.new_ticket_cc)
@@ -1517,7 +1518,10 @@ class UserSettings(models.Model):
 
     email_on_ticket_change = models.BooleanField(
         verbose_name=_('E-mail me on ticket change?'),
-        help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'),
+        help_text=_(
+            'If you\'re the ticket owner and the ticket is changed via the web by somebody else,'
+            'do you want to receive an e-mail?'
+        ),
         default=email_on_ticket_change_default,
     )
 

helpdesk/query.py

@@ -1,6 +1,7 @@
 from django.db.models import Q
 from django.core.cache import cache
 from django.urls import reverse
+from django.utils.html import escape
 from django.utils.translation import ugettext as _
 
 from base64 import b64encode
@@ -135,7 +136,8 @@ class __Query__:
             if sortreverse:
                 sorting = "-%s" % sorting
             queryset = queryset.order_by(sorting)
-        return queryset.distinct()  # https://stackoverflow.com/questions/30487056/django-queryset-contains-duplicate-entries
+        # https://stackoverflow.com/questions/30487056/django-queryset-contains-duplicate-entries
+        return queryset.distinct()
 
     def get_cache_key(self):
         return str(self.huser.user.pk) + ":" + self.base64
@@ -200,8 +202,13 @@ class __Query__:
                     'start_date': self.mk_timeline_date(followup.date),
                     'text': {
                         'headline': ticket.title + ' - ' + followup.title,
-                        'text': (followup.comment if followup.comment else _('No text')) + '<br/> <a href="%s" class="btn" role="button">%s</a>' %
-                        (reverse('helpdesk:view', kwargs={'ticket_id': ticket.pk}), _("View ticket")),
+                        'text': (
+                            (escape(followup.comment) if followup.comment else _('No text'))
+                            +
+                            '<br/> <a href="%s" class="btn" role="button">%s</a>'
+                            %
+                            (reverse('helpdesk:view', kwargs={'ticket_id': ticket.pk}), _("View ticket"))
+                        ),
                     },
                     'group': _('Messages'),
                 }

helpdesk/settings.py

@@ -79,6 +79,13 @@ HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC
 # show 'submit a ticket' section on public page?
 HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)
 
+# change that to custom class to have extra fields or validation (like captcha)
+HELPDESK_PUBLIC_TICKET_FORM_CLASS = getattr(
+    settings,
+    "HELPDESK_PUBLIC_TICKET_FORM_CLASS",
+    "helpdesk.forms.PublicTicketForm"
+)
+
 
 ###################################
 # options for update_ticket views #
@@ -89,7 +96,10 @@ HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_SUBMIT_A_TICKET_PU
 # can be True/False or a callable accepting the active user and returning True if they must be considered helpdesk staff
 HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
 if not (HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE in (True, False) or callable(HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
-    warnings.warn("HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE should be set to either True/False or a callable.", RuntimeWarning)
+    warnings.warn(
+        "HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE should be set to either True/False or a callable.",
+        RuntimeWarning
+    )
 
 # show edit buttons in ticket follow ups.
 HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings,
@@ -159,3 +169,13 @@ HELPDESK_USE_HTTPS_IN_EMAIL_LINK = getattr(settings, 'HELPDESK_USE_HTTPS_IN_EMAI
 HELPDESK_TEAMS_MODEL = getattr(settings, 'HELPDESK_TEAMS_MODEL', 'pinax_teams.Team')
 HELPDESK_TEAMS_MIGRATION_DEPENDENCIES = getattr(settings, 'HELPDESK_TEAMS_MIGRATION_DEPENDENCIES', [('pinax_teams', '0004_auto_20170511_0856')])
 HELPDESK_KBITEM_TEAM_GETTER = getattr(settings, 'HELPDESK_KBITEM_TEAM_GETTER', lambda kbitem: kbitem.team)
+
+# Include all signatures and forwards in the first ticket message if set
+# Useful if you get forwards dropped from them while they are useful part of request
+HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL = getattr(settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False)
+
+# If set then we always save incoming emails as .eml attachments
+# which is quite noisy but very helpful for complicated markup, forwards and so on
+# (which gets stripped/corrupted otherwise)
+HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE = getattr(settings, "HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE", False)
+

helpdesk/static/helpdesk/js/init_datetime_classes.js

@@ -0,0 +1,10 @@
+$(() => {
+    $(".date-field").datepicker({dateFormat: 'yy-mm-dd'});
+});
+$(() => {
+    $(".datetime-field").datepicker({dateFormat: 'yy-mm-dd 00:00:00'});
+});
+$(() => {
+    // TODO: This does not work as written, need to make functional
+    $(".time-field").tooltip="Time format 24hr: 00:00:00";
+});

helpdesk/static/helpdesk/js/init_due_date.js

@@ -1,3 +1,3 @@
 $(() => {
-    $("#id_due_date").datepicker();
+    $("#id_due_date").datepicker({dateFormat: 'yy-mm-dd 00:00:00'});
 });

helpdesk/tasks.py

@@ -1,4 +1,4 @@
-from celery import task
+from celery.decorators import task
 
 from .email import process_email
 

helpdesk/templated_email.py

@@ -1,5 +1,4 @@
 import os
-import mimetypes
 import logging
 from smtplib import SMTPException
 
@@ -16,7 +15,7 @@ def send_templated_mail(template_name,
                         bcc=None,
                         fail_silently=False,
                         files=None,
-                        extra_headers={}):
+                        extra_headers=None):
     """
     send_templated_mail() is a wrapper around Django's e-mail routines that
     allows us to easily send multipart (text/plain & text/html) e-mails using
@@ -54,6 +53,8 @@ def send_templated_mail(template_name,
     from helpdesk.settings import HELPDESK_EMAIL_SUBJECT_TEMPLATE, \
         HELPDESK_EMAIL_FALLBACK_LOCALE
 
+    headers = extra_headers or {}
+
     locale = context['queue'].get('locale') or HELPDESK_EMAIL_FALLBACK_LOCALE
 
     try:
@@ -96,7 +97,8 @@ def send_templated_mail(template_name,
 
     msg = EmailMultiAlternatives(subject_part, text_part,
                                  sender or settings.DEFAULT_FROM_EMAIL,
-                                 recipients, bcc=bcc)
+                                 recipients, bcc=bcc,
+                                 headers=headers)
     msg.attach_alternative(html_part, "text/html")
 
     if files:

helpdesk/templates/helpdesk/base.html

@@ -11,6 +11,7 @@
 
     {% include 'helpdesk/base-head.html' %}
     {% block helpdesk_head %}{% endblock %}
+    {% include 'helpdesk/base_js.html' %}
 
 </head>
 
@@ -44,8 +45,6 @@
 
     {% include "helpdesk/debug.html" %}
 
-
-    {% include 'helpdesk/base_js.html' %}
     {% block helpdesk_js %}{% endblock %}
 
 </body>

helpdesk/templates/helpdesk/create_ticket.html

@@ -34,7 +34,7 @@
                         {% else %}
                             <div class="form-group">
                                 <label for='id_{{ field.name }}'>
-                                    {% trans field.label %}
+                                    {{ field.label }}
                                     {% if not field.field.required %}
                                         ({% trans "Optional" %})
                                     {% endif %}

helpdesk/templates/helpdesk/edit_ticket.html

@@ -1,58 +1,49 @@
-{% extends "helpdesk/base.html" %}{% load i18n bootstrap4form %}
+{% extends "helpdesk/base.html" %}
+
+{% load i18n bootstrap4form %}
 
 {% block helpdesk_title %}{% trans "Edit Ticket" %}{% endblock %}
 
 {% block helpdesk_breadcrumb %}
-<li class="breadcrumb-item">
-    <a href="{% url 'helpdesk:list' %}">{% trans "Tickets" %}</a>
-</li>
-<li class="breadcrumb-item">
-    <a href="{% url 'helpdesk:list' %}{{ ticket.id }}/">{{ ticket.queue.slug }}-{{ ticket.id }}</a>
-</li>
-<li class="breadcrumb-item active">{% trans "Edit Ticket" %}</li>
+    <li class="breadcrumb-item">
+        <a href="{% url 'helpdesk:list' %}">{% trans "Tickets" %}</a>
+    </li>
+    <li class="breadcrumb-item">
+        <a href="{% url 'helpdesk:list' %}{{ ticket.id }}/">{{ ticket.queue.slug }}-{{ ticket.id }}</a>
+    </li>
+    <li class="breadcrumb-item active">{% trans "Edit Ticket" %}</li>
 {% endblock %}
 
 {% block helpdesk_body %}
-<div class="col-xs-6">
-<div class="panel panel-default">
-
-<div class="panel-body"><h2>{% trans "Edit a Ticket" %}</h2>
-
-<p>{% trans "Unless otherwise stated, all fields are required." %} {% trans "Please provide as descriptive a title and description as possible." %}</p>
-
-<p><strong>{% trans "Note" %}:</strong> {% blocktrans %}Editing a ticket does <em>not</em> send an e-mail to the ticket owner or submitter. No new details should be entered, this form should only be used to fix incorrect details or clean up the submission.{% endblocktrans %}</p>
-
-<form method='post' action='./'>
-<fieldset>
-    {{ form|bootstrap4form }}
-    {% comment %}
-        {% for field in form %}
-            {% if field.is_hidden %}
-                {{ field }}
-            {% else %}
-                <dt><label for='id_{{ field.name }}'>{{ field.label }}</label>{% if not field.field.required %} <span class='form_optional'>{% trans "(Optional)" %}</span>{% endif %}</dt>
-                <dd>{{ field }}</dd>
-                {% if field.errors %}<dd class='error'>{{ field.errors }}</dd>{% endif %}
-                {% if field.help_text %}<dd class='form_help_text'>{{ field.help_text }}</dd>{% endif %}</label>
-            {% endif %}
-        {% endfor %}
-    </dl>
-    {% endcomment %}
-    <div class='buttons form-group'>
-        <input type='submit' class="btn btn-primary btn-sm" value='{% trans "Save Changes" %}' />
-        <a href='{{ ticket.get_absolute_url }}'><button class="btn btn-danger">{% trans "Cancel Changes" %}</button></a>
+    <div class="col-xs-6">
+        <div class="panel panel-default">
+            <div class="panel-body"><h2>{% trans "Edit a Ticket" %}</h2>
+                <p>
+                    {% trans "Unless otherwise stated, all fields are required." %}
+                    {% trans "Please provide as descriptive a title and description as possible." %}
+                </p>
+                <p>
+                    <strong>{% trans "Note" %}:</strong>
+                    {% blocktrans %}Editing a ticket does <em>not</em> send an e-mail to the ticket owner or submitter. No new details should be entered, this form should only be used to fix incorrect details or clean up the submission.{% endblocktrans %}
+                </p>
+                {% if errors %}<p class="text-danger">{% for error in errors %}{% trans "Error: " %}{{ error }}<br>{% endfor %}</p>{% endif %}
+                <form method='post'>
+                    {% csrf_token %}
+                    <fieldset>
+                        {{ form|bootstrap4form }}
+                        <div class='buttons form-group'>
+                            <input type='submit' class="btn btn-primary btn-sm" value='{% trans "Save Changes" %}'/>
+                            <a href='{{ ticket.get_absolute_url }}'>
+                                <button class="btn btn-danger">{% trans "Cancel Changes" %}</button>
+                            </a>
+                        </div>
+                    </fieldset>
+                </form>
+            </div>
+        </div>
     </div>
-</fieldset>
-
-{% csrf_token %}</form>
-    </div>
-  </div>
-</div>
-
-<script>
-$( function() {
-	$( "#id_due_date" ).datepicker({dateFormat: 'yy-mm-dd'});
-} );
-</script>
-
+{% endblock %}
+
+{% block helpdesk_js %}
+    {{ form.media.js }}
 {% endblock %}

helpdesk/templates/helpdesk/include/tickets.html

@@ -25,7 +25,7 @@
                     <td>{{ ticket.priority }}</td>
                     <td>{{ ticket.queue }}</td>
                     <td>{{ ticket.get_status }}</td>
-                    <td><span title='{{ ticket.modified|date:"r" }}'>{{ ticket.modified|naturaltime }}</span></td>
+                    <td><span title='{{ ticket.modified|date:"DATETIME_FORMAT" }}'>{{ ticket.modified|naturaltime }}</span></td>
                 </tr>
                 {% empty %}
                 <tr>{% if ticket_list_empty_message %}<td colspan='6'>{{ ticket_list_empty_message }}</td>{% else %}<td colspan='6'>{% trans "You do not have any pending tickets." %}</td>{% endif %}</tr>

helpdesk/templates/helpdesk/include/unassigned.html

@@ -23,7 +23,7 @@
                         <td class="tickettitle"><a href='{{ ticket.get_absolute_url }}'>{{ ticket.id }}. {{ ticket.title }} </a></td>
                         <td>{{ ticket.priority }}</td>
                         <td>{{ ticket.queue }}</td>
-                        <td><span title='{{ ticket.created|date:"r" }}'>{{ ticket.created|naturaltime }}</span></td>
+                        <td><span title='{{ ticket.created|date:"DATETIME_FORMAT" }}'>{{ ticket.created|naturaltime }}</span></td>
                         <td class="text-center">
                           <a href='{{ ticket.get_absolute_url }}?take'><button class='btn btn-primary btn-sm'><i class="fas fa-hand-paper"></i>&nbsp;{% trans "Take" %}</button></a>
                           <a href='{% url 'helpdesk:delete' ticket.id %}?next=dashboard'><button class='btn btn-danger btn-sm'><i class="fas fa-trash"></i>&nbsp;{% trans "Delete" %}</button></a>
@@ -63,7 +63,7 @@
                         <td class="tickettitle"><a href='{{ ticket.get_absolute_url }}'>{{ ticket.id }}. {{ ticket.title }} </a></td>
                         <td>{{ ticket.priority }}</td>
                         <td>{{ ticket.queue }}</td>
-                        <td><span title='{{ ticket.created|date:"r" }}'>{{ ticket.created|naturaltime }}</span></td>
+                        <td><span title='{{ ticket.created|date:"DATETIME_FORMAT" }}'>{{ ticket.created|naturaltime }}</span></td>
                         <td class="text-center">
                           <a href='{{ ticket.get_absolute_url }}?take'><button class='btn btn-primary btn-sm'><i class="fas fa-hand-paper"></i>&nbsp;{% trans "Take" %}</button></a>
                           <a href='{% url 'helpdesk:delete' ticket.id %}?next=dashboard'><button class='btn btn-danger btn-sm'><i class="fas fa-trash"></i>&nbsp;{% trans "Delete" %}</button></a>

helpdesk/templates/helpdesk/kb_category_base.html

@@ -36,7 +36,7 @@
 
                 {% endif %}
                 <a href='{% if iframe %}{% url 'helpdesk:submit_iframe' %}{% else %}{% url 'helpdesk:submit' %}{%endif%}?{% if category.queue %}queue={{category.queue.pk}};_readonly_fields_=queue;{%endif%}kbitem={{item.id}};{{query_param_string}}' class="col-sm">
-                    <div class="btn btn-success btn-circle btn-xl float-right"><i  class="fa fa-envelope fa-lg"></i> {% trans 'Contact a human' %}</div>
+                    <div class="btn btn-success btn-circle btn-xl float-right"><i  class="fa fa-plus-circle fa-lg"></i> {% trans 'Create New Ticket' %}{% trans " Queue: " %}{{item}}</div>
                 </a>
             </div>
             <div>
@@ -57,7 +57,7 @@
 {% if category.queue %}
 <a href='{% if iframe %}{% url 'helpdesk:submit_iframe' %}{% else %}{% url 'helpdesk:submit' %}{%endif%}?queue={{category.queue.pk}};_readonly_fields_=queue;{{query_param_string}}'>
     {% block submit_button %}
-    <div class="btn btn-danger btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Contact a human' %}</div>
+    <div class="btn btn-danger btn-circle btn-xl float-right"><i class="fa fa-plus-circle fa-lg"></i> {% trans 'Create New Ticket' %}{% if category.queue %}{% trans " Queue: " %}{{category.queue}}{% endif %}</div>
     {% endblock %}
 </a>
 {% endif %}

helpdesk/templates/helpdesk/public_view_ticket.html

@@ -12,13 +12,13 @@
 <tbody>
 <tr>
     <th>{% trans "Submitted On" %}</th>
-    <td>{{ ticket.created|date:"r" }} ({{ ticket.created|naturaltime }})</td>
+    <td>{{ ticket.created|date:"DATETIME_FORMAT" }} ({{ ticket.created|naturaltime }})</td>
 </tr>
 
 {% if ticket.due_date %}
     <tr>
         <th>{% trans "Due On" %}</th>
-        <td>{{ ticket.due_date|date:"r" }} ({{ ticket.due_date|naturaltime }})</td>
+        <td>{{ ticket.due_date|date:"DATETIME_FORMAT" }} ({{ ticket.due_date|naturaltime }})</td>
     </tr>
 {% endif %}
 
@@ -67,7 +67,7 @@
 {% load ticket_to_link %}
 {% for followup in ticket.followup_set.public_followups %}
 <div class='followup well'>
-<div class='title'>{{ followup.title }} <span class='byline text-info'>{% if followup.user %}by {{ followup.user }}{% endif %} <span title='{{ followup.date|date:"r" }}'>{{ followup.date|naturaltime }}</span></span></div>
+<div class='title'>{{ followup.title }} <span class='byline text-info'>{% if followup.user %}by {{ followup.user }}{% endif %} <span title='{{ followup.date|date:"DATETIME_FORMAT" }}'>{{ followup.date|naturaltime }}</span></span></div>
 {{ followup.comment|force_escape|urlizetrunc:50|num_to_link|linebreaksbr }}
 {% if followup.ticketchange_set.all %}<div class='changes'><ul>
 {% for change in followup.ticketchange_set.all %}

helpdesk/templates/helpdesk/ticket.html

@@ -46,11 +46,11 @@
                         <div class="list-group-item list-group-item-action">
                             <div class="d-flex w-100 justify-content-between">
                                 <h5 class="mb-1">{{ followup.title|num_to_link }}</h5>
-                                <small><i class="fas fa-clock"></i>&nbsp;<span class='byline text-info'>{% if followup.user %}by {{ followup.user }},{% endif %} <span title='{{ followup.date|date:"r" }}'>{{ followup.date|naturaltime }}</span>{% if followup.time_spent %}, <span>{% trans "time spent" %}: {{ followup.time_spent_formated }}</span>{% endif %} {% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}</span></small>
+                                <small><i class="fas fa-clock"></i>&nbsp;<span class='byline text-info'>{% if followup.user %}by {{ followup.user }},{% endif %} <span title='{{ followup.date|date:"DATETIME_FORMAT" }}'>{{ followup.date|naturaltime }}</span>{% if followup.time_spent %}, <span>{% trans "time spent" %}: {{ followup.time_spent_formated }}</span>{% endif %} {% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}</span></small>
                             </div>
                             <p class="mb-1">
                                 {% if followup.comment %}
-                                    <p>{{ followup.get_markdown|urlizetrunc:50|num_to_link|linebreaksbr }}</p>
+                                    <p>{{ followup.get_markdown|urlizetrunc:50|num_to_link }}</p>
                                 {% endif %}
                                 {% for change in followup.ticketchange_set.all %}
                                     {% if forloop.first %}<div class='changes'><ul>{% endif %}

helpdesk/templates/helpdesk/ticket_desc_table.html

@@ -1,5 +1,6 @@
 {% load i18n humanize ticket_to_link %}
 {% load static %}
+{% load helpdesk_util %}
 
 <div class="card mb-3">
     <!--div class="card-header">
@@ -9,7 +10,7 @@
         <div class="table-responsive">
             <table class="table table-sm table-border">
                 <thead class="thead-light">
-                    <tr class=''><th colspan='4'><h3>{{ ticket.queue.slug }}-{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status }}]</h3> 
+                    <tr class=''><th colspan='4'><h3>{{ ticket.queue.slug }}-{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status }}]</h3>
                             {% blocktrans with ticket.queue as queue %}Queue: {{ queue }}{% endblocktrans %}
                             <span class='ticket_toolbar float-right'>
                         <a href="{% url 'helpdesk:edit' ticket.id %}" class="ticket-edit"><button class="btn btn-warning btn-sm"><i class="fas fa-pencil-alt"></i> {% trans "Edit" %}</button></a>
@@ -21,27 +22,32 @@
                     {% for customfield in ticket.ticketcustomfieldvalue_set.all %}
                     <tr>
                         <th class="table-secondary">{{ customfield.field.label }}</th>
-                        <td>{% ifequal customfield.field.data_type "url" %}<a href='{{ customfield.value }}'>{{ customfield.value }}</a>{% else %}{{ customfield.value|default:"" }}{% endifequal %}</td>
+                        <td>{% spaceless %}{% if "url" == customfield.field.data_type %}<a href='{{ customfield.value }}'>{{ customfield.value }}</a>
+                            {% elif "datetime" == customfield.field.data_type %}{{ customfield.value|datetime_string_format }}
+                            {% elif "date" == customfield.field.data_type %}{{ customfield.value|datetime_string_format }}
+                            {% elif "time" == customfield.field.data_type %}{{ customfield.value|datetime_string_format }}
+                            {% else %}{{ customfield.value|default:"" }}
+                            {% endif %}{% endspaceless %}</td>
                     </tr>{% endfor %}
                     <tr>
                         <th class="table-active">{% trans "Due Date" %}</th>
-                        <td>{{ ticket.due_date|date:"d. E Y" }} {% if ticket.due_date %}({{ ticket.due_date|naturaltime }}){% endif %}
+                        <td>{{ ticket.due_date|date:"DATETIME_FORMAT" }} {% if ticket.due_date %}({{ ticket.due_date|naturaltime }}){% endif %}
                         </td>
                         <th class="table-active">{% trans "Submitted On" %}</th>
-                        <td>{{ ticket.created|date:"d. E Y" }} ({{ ticket.created|naturaltime }})</td>
+                        <td>{{ ticket.created|date:"DATETIME_FORMAT" }} ({{ ticket.created|naturaltime }})</td>
                     </tr>
                     <tr>
                         <th class="table-active">{% trans "Assigned To" %}</th>
-                        <td>{{ ticket.get_assigned_to }}{% ifequal ticket.get_assigned_to _('Unassigned') %} <strong>
-                                <a href='?take'><button type="button" class="btn btn-primary btn-sm float-right"><i class="fas fa-hand-paper"></i></button></a>
-                        </strong>{% endifequal %}
+                        <td>{{ ticket.get_assigned_to }}{% if _('Unassigned') == ticket.get_assigned_to  %} <strong>
+                                <a data-toggle="tooltip" href='?take' title='{% trans "Assign this ticket to " %}{{ request.user.email }}'><button type="button" class="btn btn-primary btn-sm float-right"><i class="fas fa-hand-paper"></i></button></a>
+                        </strong>{% endif %}
                         </td>
                         <th class="table-active">{% trans "Submitter E-Mail" %}</th>
                         <td> {{ ticket.submitter_email }}
-                                                         {% if user.is_superuser %} {% if submitter_userprofile_url %}<strong><a href='{{submitter_userprofile_url}}'><button type="button" class="btn btn-primary btn-sm"><i class="fas fa-address-book"></i></button></a></strong>{% endif %}
-                            <strong><a href ="{% url 'helpdesk:list'%}?q={{ticket.submitter_email}}">
+                                                         {% if user.is_superuser %} {% if submitter_userprofile_url %}<strong><a data-toggle="tooltip" href='{{submitter_userprofile_url}}' title='{% trans "Edit " %}{{ ticket.submitter_email }}{% trans " user profile" %}'><button type="button" class="btn btn-primary btn-sm"><i class="fas fa-address-book"></i></button></a></strong>{% endif %}
+                            <strong><a data-toggle="tooltip" href ="{% url 'helpdesk:list'%}?q={{ticket.submitter_email}}" title='{% trans "Display tickets filtered for " %}{{ ticket.submitter_email }}{% trans " as a keyword" %}'>
                                 <button type="button" class="btn btn-primary btn-sm"><i class="fas fa-search"></i></button></a></strong>
-                        <strong><a href='{% url 'helpdesk:email_ignore_add' %}?email={{ ticket.submitter_email }}'>
+                        <strong><a data-toggle="tooltip" href='{% url 'helpdesk:email_ignore_add' %}?email={{ ticket.submitter_email }}' title='{% trans "Add email address for the ticket system to ignore." %}'>
                                 <button type="button" class="btn btn-warning btn-sm float-right"><i class="fas fa-eye-slash"></i></button></a></strong>{% endif %}
                         </td>
                     </tr>
@@ -50,7 +56,7 @@
                         <td class="{% if ticket.priority < 3 %}table-warning{% endif %}">{{ ticket.get_priority_display }}
                         </td>
                         <th class="table-active">{% trans "Copies To" %}</th>
-                        <td>{{ ticketcc_string }} <a data-toggle='tooltip' href='{% url 'helpdesk:ticket_cc' ticket.id %}' title='{% trans "Click here to add / remove people who should receive an e-mail whenever this ticket is updated." %}'><strong><button type="button" class="btn btn-warning btn-sm float-right"><i class="fa fa-share"></i></button></strong></a>{% if SHOW_SUBSCRIBE %}, <strong><a data-toggle='tooltip' href='?subscribe' title='{% trans "Click here to subscribe yourself to this ticket, if you want to receive an e-mail whenever this ticket is updated." %}'><button type="button" class="btn btn-warning btn-sm float-right"><i class="fas fa-rss-square"></i></button></a></strong>{% endif %}</td>
+                        <td>{{ ticketcc_string }} <a data-toggle='tooltip' href='{% url 'helpdesk:ticket_cc' ticket.id %}' title='{% trans "Click here to add / remove people who should receive an e-mail whenever this ticket is updated." %}'><strong><button type="button" class="btn btn-warning btn-sm float-right"><i class="fa fa-share"></i></button></strong></a>{% if SHOW_SUBSCRIBE %} <strong><a data-toggle='tooltip' href='?subscribe' title='{% trans "Click here to subscribe yourself to this ticket, if you want to receive an e-mail whenever this ticket is updated." %}'><button type="button" class="btn btn-warning btn-sm float-right"><i class="fas fa-rss-square"></i></button></a></strong>{% endif %}</td>
                     </tr>
 
                     <tr>
@@ -93,11 +99,11 @@
                     <tr>
                         <td id="ticket-description" colspan='4'>
                             <h4>{% trans "Description" %}</h4>
-                            {{ ticket.get_markdown|urlizetrunc:50|num_to_link|linebreaksbr }}</td>
+                            {{ ticket.get_markdown|urlizetrunc:50|num_to_link }}</td>
                     </tr>
 
                     {% if ticket.resolution %}<tr>
-                        <th colspan='2'>{% trans "Resolution" %}{% ifequal ticket.get_status_display "Resolved" %} <a href='?close'><button type="button" class="btn btn-warning btn-sm">{% trans "Accept and Close" %}</button></a>{% endifequal %}</th>
+                        <th colspan='2'>{% trans "Resolution" %}{% if "Resolved" == ticket.get_status_display %} <a href='?close'><button type="button" class="btn btn-warning btn-sm">{% trans "Accept and Close" %}</button></a>{% endif %}</th>
                     </tr>
                     <tr>
                         <td colspan='2'>{{ ticket.get_resolution_markdown|urlizetrunc:50|linebreaksbr }}</td>

helpdesk/templatetags/helpdesk_staff.py

@@ -1,11 +1,11 @@
 """
 django-helpdesk - A Django powered ticket tracker for small enterprise.
 
-templatetags/helpdesk_staff.py - The is_helpdesk_staff template filter returns True if the user qualifies as Helpdesk staff.
+The is_helpdesk_staff template filter returns True if the user qualifies as Helpdesk staff.
+templatetags/helpdesk_staff.py
 """
 import logging
 from django.template import Library
-from django.db.models import Q
 
 from helpdesk.decorators import is_helpdesk_staff
 
@@ -18,5 +18,5 @@ register = Library()
 def helpdesk_staff(user):
     try:
         return is_helpdesk_staff(user)
-    except Exception as e:
+    except Exception:
         logger.exception("'helpdesk_staff' template tag (django-helpdesk) crashed")

helpdesk/templatetags/helpdesk_util.py

@@ -1,9 +1,35 @@
-from django import template
+from django.template import Library
+from django.template.defaultfilters import date as date_filter
+from django.conf import settings
 
-register = template.Library()
+from datetime import datetime
+
+from helpdesk.forms import CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_TIME_FORMAT, CUSTOMFIELD_DATETIME_FORMAT
+
+register = Library()
 
 
 @register.filter
 def get(value, arg, default=None):
     """ Call the dictionary get function """
     return value.get(arg, default)
+
+
+@register.filter(expects_localtime=True)
+def datetime_string_format(value):
+    """
+    :param value: String - Expected to be a datetime, date, or time in specific format
+    :return: String - reformatted to default datetime, date, or time string if received in one of the expected formats
+    """
+    try:
+        new_value = date_filter(datetime.strptime(value, CUSTOMFIELD_DATETIME_FORMAT), settings.DATETIME_FORMAT)
+    except (TypeError, ValueError):
+        try:
+            new_value = date_filter(datetime.strptime(value, CUSTOMFIELD_DATE_FORMAT), settings.DATE_FORMAT)
+        except (TypeError, ValueError):
+            try:
+                new_value = date_filter(datetime.strptime(value, CUSTOMFIELD_TIME_FORMAT), settings.TIME_FORMAT)
+            except (TypeError, ValueError):
+                # If NoneType return empty string, else return original value
+                new_value = "" if value is None else value
+    return new_value

helpdesk/tests/test_files/forwarded-message.eml

@@ -0,0 +1,27 @@
+Return-Path: sender@domain.tld
+To: recipient@domain.tld
+From: The Sender <sender@domain.tld>
+Subject: Test with original message from GitHub
+Message-ID: <0d3a17d5-7136-75c0-c8ba-a7698c57ac42@gmail.com>
+Date: Tue, 13 Apr 2021 12:56:39 +0200
+User-Agent: Mozilla/5.0 (X11; Linux x86_64; rv:78.0) Gecko/20100101
+ Thunderbird/78.8.1
+MIME-Version: 1.0
+Content-Type: text/plain; charset=utf-8; format=flowed
+Content-Transfer-Encoding: 7bit
+Content-Language: en-US
+
+This is email body
+
+-----Original Message-----
+From: GitHub <noreply@github.com>
+Sent: Tuesday, 6 April 2021 9:09 AM
+Subject: [GitHub API] Update notice for access token [SEC=UNOFFICIAL]
+
+Hello there!
+
+We noticed that, at April 5th, 2021 at 23:09 (UTC) your application accessed the GitHub API with a token that has an outdated format.
+
+Thanks,
+The GitHub Team
+

helpdesk/tests/test_get_email.py

@@ -1,5 +1,5 @@
 # -*- coding: utf-8 -*-
-from django.test import TestCase
+from django.test import TestCase, override_settings
 from django.core.management import call_command
 from django.shortcuts import get_object_or_404
 from django.contrib.auth.models import User
@@ -84,9 +84,11 @@ class GetEmailCommonTests(TestCase):
         self.assertEqual(ticket.title, "Testovácí email")
         self.assertEqual(ticket.description, "íářčšáíéřášč")
 
+    @override_settings(HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL=True)
     def test_email_with_utf_8_non_decodable_sequences(self):
         """
         Tests that emails with utf-8 non-decodable sequences are parsed correctly
+        The message is fowarded as well
         """
         with open(os.path.join(THIS_DIR, "test_files/utf-nondecodable.eml")) as fd:
             test_email = fd.read()
@@ -99,6 +101,20 @@ class GetEmailCommonTests(TestCase):
         attachment = attachments[0]
         self.assertIn('prosazuje lepší', attachment.file.read().decode("utf-8"))
 
+    @override_settings(HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL=True)
+    def test_email_with_forwarded_message(self):
+        """
+        Forwarded message of that format must be still attached correctly
+        """
+        with open(os.path.join(THIS_DIR, "test_files/forwarded-message.eml")) as fd:
+            test_email = fd.read()
+        ticket = helpdesk.email.object_from_message(test_email, self.queue_public, self.logger)
+        self.assertEqual(ticket.title, "Test with original message from GitHub")
+        self.assertIn("This is email body", ticket.description)
+        assert "Hello there!" not in ticket.description, ticket.description
+        assert FollowUp.objects.filter(ticket=ticket).count() == 1
+        assert "Hello there!" in FollowUp.objects.filter(ticket=ticket).first().comment
+
 
 class GetEmailParametricTemplate(object):
     """TestCase that checks basic email functionality across methods and socks configs."""
@@ -153,9 +169,10 @@ class GetEmailParametricTemplate(object):
         else:
             # Test local email reading
             if self.method == 'local':
-                with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
+                with mock.patch('os.listdir') as mocked_listdir, \
                         mock.patch('helpdesk.email.isfile') as mocked_isfile, \
-                        mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
+                        mock.patch('builtins.open', mock.mock_open(read_data=test_email)), \
+                        mock.patch('os.unlink'):
                     mocked_isfile.return_value = True
                     mocked_listdir.return_value = ['filename1', 'filename2']
 
@@ -224,9 +241,10 @@ class GetEmailParametricTemplate(object):
         else:
             # Test local email reading
             if self.method == 'local':
-                with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
+                with mock.patch('os.listdir') as mocked_listdir, \
                         mock.patch('helpdesk.email.isfile') as mocked_isfile, \
-                        mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):
+                        mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)), \
+                        mock.patch('os.unlink'):
                     mocked_isfile.return_value = True
                     mocked_listdir.return_value = ['filename1', 'filename2']
 
@@ -299,9 +317,10 @@ class GetEmailParametricTemplate(object):
         else:
             # Test local email reading
             if self.method == 'local':
-                with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
+                with mock.patch('os.listdir') as mocked_listdir, \
                         mock.patch('helpdesk.email.isfile') as mocked_isfile, \
-                        mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
+                        mock.patch('builtins.open', mock.mock_open(read_data=test_email)), \
+                        mock.patch('os.unlink'):
                     mocked_isfile.return_value = True
                     mocked_listdir.return_value = ['filename1', 'filename2']
 
@@ -412,9 +431,10 @@ class GetEmailParametricTemplate(object):
         else:
             # Test local email reading
             if self.method == 'local':
-                with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
+                with mock.patch('os.listdir') as mocked_listdir, \
                         mock.patch('helpdesk.email.isfile') as mocked_isfile, \
-                        mock.patch('builtins.open', mock.mock_open(read_data=msg.as_string())):
+                        mock.patch('builtins.open', mock.mock_open(read_data=msg.as_string())), \
+                        mock.patch('os.unlink'):
                     mocked_isfile.return_value = True
                     mocked_listdir.return_value = ['filename1', 'filename2']
 
@@ -502,9 +522,10 @@ class GetEmailParametricTemplate(object):
         else:
             # Test local email reading
             if self.method == 'local':
-                with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
+                with mock.patch('os.listdir') as mocked_listdir, \
                         mock.patch('helpdesk.email.isfile') as mocked_isfile, \
-                        mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
+                        mock.patch('builtins.open', mock.mock_open(read_data=test_email)), \
+                        mock.patch('os.unlink'):
                     mocked_isfile.return_value = True
                     mocked_listdir.return_value = ['filename1']
 
@@ -550,7 +571,7 @@ class GetEmailParametricTemplate(object):
             self.assertEqual(followup1.ticket.id, 1)
             attach1 = get_object_or_404(FollowUpAttachment, pk=1)
             self.assertEqual(attach1.followup.id, 1)
-            self.assertEqual(attach1.filename, 'signature.asc')
+            self.assertEqual(attach1.filename, 'part-1_signature.asc')
             self.assertEqual(attach1.file.read(), b"""-----BEGIN PGP SIGNATURE-----
 
 iQIcBAEBCAAGBQJaA3dnAAoJELBLc7QPITnLN54P/3Zsu7+AIQWDFTvziJfCqswG
@@ -670,9 +691,10 @@ class GetEmailCCHandling(TestCase):
         test_email = "To: queue@example.com\nCc: " + test_email_cc_one + ", " + test_email_cc_one + ", " + test_email_cc_two + ", " + test_email_cc_three + "\nCC: " + test_email_cc_one + ", " + test_email_cc_three + ", " + test_email_cc_four + ", " + ticket_user_emails + "\nFrom: " + test_email_from + "\nSubject: " + test_email_subject + "\n\n" + test_email_body
         test_mail_len = len(test_email)
 
-        with mock.patch('helpdesk.email.listdir') as mocked_listdir, \
+        with mock.patch('os.listdir') as mocked_listdir, \
                 mock.patch('helpdesk.email.isfile') as mocked_isfile, \
-                mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
+                mock.patch('builtins.open', mock.mock_open(read_data=test_email)), \
+                mock.patch('os.unlink'):
             mocked_isfile.return_value = True
             mocked_listdir.return_value = ['filename1']
 

helpdesk/tests/test_kb.py

@@ -47,7 +47,7 @@ class KBTests(TestCase):
         self.assertContains(response, 'This is a test category')
         self.assertContains(response, 'KBItem 1')
         self.assertContains(response, 'KBItem 2')
-        self.assertContains(response, 'Contact a human')
+        self.assertContains(response, 'Create New Ticket Queue:')
         self.client.login(username=self.user.get_username(), password='password')
         response = self.client.get(reverse('helpdesk:kb_category', args=("test_cat", )))
         self.assertContains(response, '<i class="fa fa-thumbs-up fa-lg"></i>')

helpdesk/urls.py

@@ -16,7 +16,8 @@ from helpdesk.decorators import helpdesk_staff_member_required, protect_view
 from helpdesk import settings as helpdesk_settings
 from helpdesk.views import feeds, staff, public, kb, login
 try:
-    import helpdesk.tasks
+    # TODO: why is it imported? due to some side-effect or by mistake?
+    import helpdesk.tasks  # NOQA
 except ImportError:
     pass
 

helpdesk/user.py

@@ -67,7 +67,11 @@ class HelpdeskUser:
         if self.has_full_access():
             return True
         else:
-            return helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION and self.user.has_perm(queue.permission_name)
+            return (
+                helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION
+                and
+                self.user.has_perm(queue.permission_name)
+            )
 
     def can_access_ticket(self, ticket):
         """Check to see if the user has permission to access

helpdesk/views/abstract_views.py

@@ -1,5 +1,3 @@
-from django.views.generic.edit import FormView
-
 from helpdesk.models import CustomField, KBItem, Queue
 
 
@@ -11,8 +9,9 @@ class AbstractCreateTicketMixin():
             initial_data['queue'] = Queue.objects.get(slug=request.GET.get('queue', None)).id
         except Queue.DoesNotExist:
             pass
-        if request.user.is_authenticated and request.user.usersettings_helpdesk.use_email_as_submitter and request.user.email:
-            initial_data['submitter_email'] = request.user.email
+        u = request.user
+        if u.is_authenticated and u.usersettings_helpdesk.use_email_as_submitter and u.email:
+            initial_data['submitter_email'] = u.email
 
         query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
         custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]

helpdesk/views/login.py

@@ -11,7 +11,14 @@ default_login_view = auth_views.LoginView.as_view(
 def login(request):
     login_url = settings.LOGIN_URL
     # Prevent redirect loop by checking that LOGIN_URL is not this view's name
-    if login_url and (login_url != resolve_url(request.resolver_match.view_name) and (login_url != request.resolver_match.view_name)):
+    condition = (
+        login_url
+        and (
+            login_url != resolve_url(request.resolver_match.view_name)
+            and (login_url != request.resolver_match.view_name)
+        )
+    )
+    if condition:
         if 'next' in request.GET:
             return_to = request.GET['next']
         else:

helpdesk/views/public.py

@@ -7,6 +7,7 @@ views/public.py - All public facing views, eg non-staff (no authentication
                   required) views.
 """
 import logging
+from importlib import import_module
 
 from django.core.exceptions import (
     ObjectDoesNotExist, PermissionDenied, ImproperlyConfigured,
@@ -26,9 +27,8 @@ from helpdesk import settings as helpdesk_settings
 from helpdesk.decorators import protect_view, is_helpdesk_staff
 import helpdesk.views.staff as staff
 import helpdesk.views.abstract_views as abstract_views
-from helpdesk.forms import PublicTicketForm
 from helpdesk.lib import text_is_spam
-from helpdesk.models import CustomField, Ticket, Queue, UserSettings, KBCategory, KBItem
+from helpdesk.models import Ticket, Queue, UserSettings
 from helpdesk.user import huser_from_request
 
 logger = logging.getLogger(__name__)
@@ -42,7 +42,17 @@ def create_ticket(request, *args, **kwargs):
 
 
 class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
-    form_class = PublicTicketForm
+
+    def get_form_class(self):
+        try:
+            the_module, the_form_class = helpdesk_settings.HELPDESK_PUBLIC_TICKET_FORM_CLASS.rsplit(".", 1)
+            the_module = import_module(the_module)
+            the_form_class = getattr(the_module, the_form_class)
+        except Exception as e:
+            raise ImproperlyConfigured(
+                f"Invalid custom form class {helpdesk_settings.HELPDESK_PUBLIC_TICKET_FORM_CLASS}"
+            ) from e
+        return the_form_class
 
     def dispatch(self, *args, **kwargs):
         request = self.request
@@ -109,9 +119,6 @@ class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
                 # if someone enters a non-int string for the ticket
                 return HttpResponseRedirect(reverse('helpdesk:home'))
 
-    def get_success_url(self):
-        request = self.request
-
 
 class CreateTicketIframeView(BaseCreateTicketView):
     template_name = 'helpdesk/public_create_ticket_iframe.html'

helpdesk/views/staff.py

@@ -24,6 +24,7 @@ from django.utils.html import escape
 from django.utils import timezone
 from django.views.generic.edit import FormView, UpdateView
 
+from helpdesk.forms import CUSTOMFIELD_DATE_FORMAT
 from helpdesk.query import (
     get_query_class,
     query_to_base64,
@@ -75,9 +76,6 @@ else:
         lambda u: u.is_authenticated and u.is_active and u.is_staff)
 
 
-User = get_user_model()
-
-
 def _get_queue_choices(queues):
     """Return list of `choices` array for html form for given queues
 
@@ -153,16 +151,15 @@ def dashboard(request):
     #          Open  Resolved
     # Queue 1    10     4
     # Queue 2     4    12
-
-    queues = HelpdeskUser(request.user).get_queues().values_list('id', flat=True)
-
-    from_clause = """FROM    helpdesk_ticket t,
-                    helpdesk_queue q"""
-    if queues:
-        where_clause = """WHERE   q.id = t.queue_id AND
-                        q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues)))
-    else:
-        where_clause = """WHERE   q.id = t.queue_id"""
+    # code never used (and prone to sql injections)
+    # queues = HelpdeskUser(request.user).get_queues().values_list('id', flat=True)
+    # from_clause = """FROM    helpdesk_ticket t,
+    #                 helpdesk_queue q"""
+    # if queues:
+    #     where_clause = """WHERE   q.id = t.queue_id AND
+    #                     q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues)))
+    # else:
+    #     where_clause = """WHERE   q.id = t.queue_id"""
 
     # get user assigned tickets page
     paginator = Paginator(
@@ -382,6 +379,7 @@ def view_ticket(request, ticket_id):
         )
     else:
         submitter_userprofile_url = None
+
     return render(request, 'helpdesk/ticket.html', {
         'ticket': ticket,
         'submitter_userprofile_url': submitter_userprofile_url,
@@ -555,7 +553,11 @@ def update_ticket(request, ticket_id, public=False):
     # broken into two stages to prevent changes from first replace being themselves
     # changed by the second replace due to conflicting syntax
     comment = comment.replace('{%', 'X-HELPDESK-COMMENT-VERBATIM').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM')
-    comment = comment.replace('X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%').replace('X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}')
+    comment = comment.replace(
+        'X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%'
+    ).replace(
+        'X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}'
+    )
     # render the neutralized template
     comment = template_func(comment).render(context)
 
@@ -592,7 +594,6 @@ def update_ticket(request, ticket_id, public=False):
         ticket.status = new_status
         ticket.save()
         f.new_status = new_status
-        ticket_status_changed = True
         if f.title:
             f.title += ' and %s' % ticket.get_status_display()
         else:
@@ -702,7 +703,10 @@ def update_ticket(request, ticket_id, public=False):
     else:
         template_staff = 'updated_owner'
 
-    if ticket.assigned_to and (ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change or (reassigned and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assigned)):
+    if ticket.assigned_to and (
+        ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change
+        or (reassigned and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assigned)
+    ):
         messages_sent_to.update(ticket.send(
             {'assigned_to': (template_staff, context)},
             dont_send_to=messages_sent_to,
@@ -1072,7 +1076,6 @@ def ticket_list(request):
         pass
     elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse', 'kbitem'}.intersection(request.GET):
         # Fall-back if no querying is being done
-        all_queues = Queue.objects.all()
         query_params = deepcopy(default_query_params)
     else:
         filter_in_params = [
@@ -1213,15 +1216,12 @@ def edit_ticket(request, ticket_id):
     ticket = get_object_or_404(Ticket, id=ticket_id)
     ticket_perm_check(request, ticket)
 
-    if request.method == 'POST':
-        form = EditTicketForm(request.POST, instance=ticket)
-        if form.is_valid():
-            ticket = form.save()
-            return HttpResponseRedirect(ticket.get_absolute_url())
-    else:
-        form = EditTicketForm(instance=ticket)
+    form = EditTicketForm(request.POST or None, instance=ticket)
+    if form.is_valid():
+        ticket = form.save()
+        return redirect(ticket)
 
-    return render(request, 'helpdesk/edit_ticket.html', {'form': form, 'ticket': ticket})
+    return render(request, 'helpdesk/edit_ticket.html', {'form': form, 'ticket': ticket, 'errors': form.errors})
 
 
 edit_ticket = staff_member_required(edit_ticket)
@@ -1777,8 +1777,8 @@ def calc_basic_ticket_stats(Tickets):
 
     date_30 = date_rel_to_today(today, 30)
     date_60 = date_rel_to_today(today, 60)
-    date_30_str = date_30.strftime('%Y-%m-%d')
-    date_60_str = date_60.strftime('%Y-%m-%d')
+    date_30_str = date_30.strftime(CUSTOMFIELD_DATE_FORMAT)
+    date_60_str = date_60.strftime(CUSTOMFIELD_DATE_FORMAT)
 
     # > 0 & <= 30
     ota_le_30 = all_open_tickets.filter(created__gte=date_30_str)

setup.py

@@ -6,7 +6,7 @@ from distutils.util import convert_path
 from fnmatch import fnmatchcase
 from setuptools import setup, find_packages
 
-version = '0.3.0b2'
+version = '0.3.0b3'
 
 # Provided as an attribute, so you can append to these instead
 # of replicating them: