forked from extern/django-helpdesk
Associate tickets with KB items
This commit is contained in:
Timothy Hobbs
parent
7fe6444f8f
commit
6579ac0e6f
@ -177,6 +177,17 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
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help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
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)
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def __init__(self, kbcategory=None, *args, **kwargs):
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super().__init__(*args, **kwargs)
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if kbcategory:
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self.fields['kbitem'] = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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required=False,
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label=_('Knowedge Base Item'),
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choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk)],
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)
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def _add_form_custom_fields(self, staff_only_filter=None):
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if staff_only_filter is None:
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queryset = CustomField.objects.all()
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@ -184,11 +195,8 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
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queryset = CustomField.objects.filter(staff_only=staff_only_filter)
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for field in queryset:
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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}
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instanceargs = { 'label': field.label, 'help_text':
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field.help_text, 'required': field.required, }
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self.customfield_to_field(field, instanceargs)
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@ -341,22 +349,13 @@ class PublicTicketForm(AbstractTicketForm):
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help_text=_('We will e-mail you when your ticket is updated.'),
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)
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def __init__(self, hidden_fields=(), readonly_fields=(), kbcategory=None, *args, **kwargs):
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def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs):
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"""
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Add any (non-staff) custom fields that are defined to the form
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"""
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super(PublicTicketForm, self).__init__(*args, **kwargs)
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self._add_form_custom_fields(False)
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if kbcategory:
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self.fields['kbitem'] = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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required=False,
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label=_('Knowedge Base Item'),
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choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk)],
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)
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field_hide_table = {
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'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE',
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'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY',
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@ -1320,6 +1320,11 @@ class KBItem(models.Model):
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from django.urls import reverse
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return str(reverse('helpdesk:kb_category', args=(self.category.slug,)))+"?kbitem="+str(self.pk)
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def query_url(self):
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from django.urls import reverse
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return str(reverse('helpdesk:list')) +"?kbitem="+str(self.pk)
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def get_markdown(self):
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return get_markdown(self.answer)
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15
helpdesk/templates/helpdesk/filters/kbitems.html
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15
helpdesk/templates/helpdesk/filters/kbitems.html
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@ -0,0 +1,15 @@
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{% load i18n humanize %}
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{% load static from staticfiles %}
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{% load in_list %}
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<div class="form-row">
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<div class="col col-sm-3">
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<label for='id_statuses'>{% trans "Knowledge base item(s)" %}:</label>
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</div>
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<div class="col col-sm-3">
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<select id='id_kbitems' name='kbitem' multiple='selected' size='5'>{% for s in kbitem_choices %}<option value='{{ s.0 }}'{% if s.0|in_list:query_params.filtering.kbitem__in %} selected='selected'{% endif %}>{{ s.1 }}</option>{% endfor %}</select>
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</div>
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<div class="col col-sm-6">
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<button class="filterBuilderRemove btn btn-danger btn-sm float-right"><i class="fas fa-trash-alt"></i></button>
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</div>
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<div class='form-row filterHelp'>{% trans "Ctrl-click to select multiple options" %}</div>
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</div>
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@ -43,6 +43,7 @@
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</div>
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{% blocktrans with recommendations=item.recommendations votes=item.votes %}{{ recommendations }} people found this answer useful of {{votes}}. {% endblocktrans %}
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{% endif %}
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<a href='{% url 'helpdesk:submit' %}?{% if category.queue %}queue={{category.queue.pk}};_readonly_fields_=queue;{%endif%}kbitem={{item.id}};{{query_param_string}}'><button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Get help with this topic' %}</button></a>
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</div>
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</div>
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@ -51,7 +52,7 @@
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{% endfor %}
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</div>
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{% if category.queue %}
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<a href='{% url 'helpdesk:submit' %}?queue={{category.queue.pk}};_readonly_fields_=queue'><button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Get help with this topic' %}</button></a>
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<a href='{% url 'helpdesk:submit' %}?queue={{category.queue.pk}};_readonly_fields_=queue;{{query_param_string}}'><button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Get help with this topic' %}</button></a>
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{% endif %}
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{% endblock %}
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@ -68,6 +68,12 @@
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<th class="table-active">{% trans "Total time spent" %}</th>
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<td>{{ ticket.time_spent_formated }}</td>
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</tr>
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{% if ticket.kbitem %}
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<tr>
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<th class="table-active">{% trans "Knowlegebase item" %}</th>
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<td> <a href ="{{ticket.kbitem.query_url}}"> {{ticket.kbitem.title}} </a> </td>
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</tr>
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{% endif %}
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<tr>
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<th class="table-active">{% trans "Attachments" %}</th>
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<td colspan="3">
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@ -171,6 +171,7 @@
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<option id="filterBuilderSelect-Status" value="Status">{% trans "Status" %}</option>
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<option id="filterBuilderSelect-Keywords" value="Keywords">{% trans "Keywords" %}</option>
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<option id="filterBuilderSelect-Dates" value="Dates">{% trans "Date Range" %}</option>
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<option id="filterBuilderSelect-KBItems" value="KBItems">{% trans "Knowledge base items" %}</option>
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</select>
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{% csrf_token %}
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</form>
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@ -196,6 +197,9 @@
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<li class="list-group-item filterBox{% if query_params.search_string %} filterBoxShow{% endif %}" id="filterBoxKeywords">
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{% include './filters/keywords.html' %}
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</li>
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<li class="list-group-item filterBox{% if query_params.filtering.kbitem__in %} filterBoxShow{% endif %}" id="filterBoxKBItems">
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{% include './filters/kbitems.html' %}
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</li>
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</ul>
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<input class="btn btn-primary btn-sm" type='submit' value='{% trans "Apply Filters" %}' />
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@ -318,8 +322,8 @@
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var name = data.split(" ")[1];
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if (type === 'display')
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{
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data = '<div class="tickettitle"><a href="' + get_url(row) + '" >' +
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row.id + '. ' +
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data = '<div class="tickettitle"><a href="' + get_url(row) + '" >' +
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row.id + '. ' +
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row.title + '</a></div>';
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}
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return data
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@ -348,7 +352,7 @@
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"render": function(data, type, row, meta) {
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if (data != "None") {
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return data;
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}
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}
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else {
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return "";
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}
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@ -396,6 +400,9 @@
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{% if query_params.search_string %}
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$("#filterBuilderSelect-Keywords")[0].disabled = "disabled";
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{% endif %}
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{% if query_params.filtering.kbitem__in %}
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$("#filterBuilderSelect-KBItems")[0].disabled = "disabled";
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{% endif %}
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});
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{% for f in query_params.filtering %}
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37
helpdesk/views/abstract_views.py
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37
helpdesk/views/abstract_views.py
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@ -0,0 +1,37 @@
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from django.views.generic.edit import FormView
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from helpdesk.models import CustomField, KBItem, Queue
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class AbstractCreateTicketMixin():
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def get_initial(self):
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initial_data = {}
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request = self.request
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try:
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initial_data['queue'] = Queue.objects.get(slug=request.GET.get('queue', None)).id
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except Queue.DoesNotExist:
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pass
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if request.user.is_authenticated and request.user.usersettings_helpdesk.use_email_as_submitter and request.user.email:
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initial_data['submitter_email'] = request.user.email
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query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
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custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
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query_param_fields += custom_fields
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for qpf in query_param_fields:
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initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
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return initial_data
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def get_form_kwargs(self, *args, **kwargs):
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kwargs = super().get_form_kwargs(*args, **kwargs)
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kbitem = self.request.GET.get(
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'kbitem',
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self.request.POST.get('kbitem', None),
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)
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if kbitem:
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try:
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kwargs['kbcategory'] = KBItem.objects.get(pk=int(kbitem)).category
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except (ValueError, KBItem.DoesNotExist):
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pass
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return kwargs
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@ -30,12 +30,18 @@ def category(request, slug):
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selected_item = request.GET.get('kbitem', None)
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try:
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selected_item = int(selected_item)
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except ValueError:
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except TypeError:
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pass
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qparams = request.GET.copy()
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try:
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del qparams['kbitem']
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except KeyError:
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pass
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return render(request, 'helpdesk/kb_category.html', {
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'category': category,
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'items': items,
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'selected_item': selected_item,
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'query_param_string': qparams.urlencode(),
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'helpdesk_settings': helpdesk_settings,
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})
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@ -19,6 +19,7 @@ from django.views.generic.edit import FormView
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from helpdesk import settings as helpdesk_settings
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from helpdesk.decorators import protect_view, is_helpdesk_staff
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import helpdesk.views.staff as staff
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import helpdesk.views.abstract_views as abstract_views
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from helpdesk.forms import PublicTicketForm
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from helpdesk.lib import text_is_spam
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from helpdesk.models import CustomField, Ticket, Queue, UserSettings, KBCategory, KBItem
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@ -31,7 +32,7 @@ def create_ticket(request, *args, **kwargs):
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return CreateTicketView.as_view()(request, *args, **kwargs)
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class BaseCreateTicketView(FormView):
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class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
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form_class = PublicTicketForm
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def dispatch(self, *args, **kwargs):
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@ -51,54 +52,27 @@ class BaseCreateTicketView(FormView):
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return HttpResponseRedirect(reverse('helpdesk:dashboard'))
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return super().dispatch(*args, **kwargs)
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def get_context_data(self, **kwargs):
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context = super().get_context_data(**kwargs)
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context['kb_categories'] = KBCategory.objects.all()
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return context
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def get_initial(self):
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request = self.request
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initial_data = {}
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try:
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queue = Queue.objects.get(slug=request.GET.get('queue', None))
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except Queue.DoesNotExist:
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queue = None
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initial_data = super().get_initial()
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# add pre-defined data for public ticket
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if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE'):
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# get the requested queue; return an error if queue not found
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try:
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queue = Queue.objects.get(slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE)
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initial_data['queue'] = Queue.objects.get(slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE).id
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except Queue.DoesNotExist:
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return HttpResponse(status=500)
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if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY'):
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initial_data['priority'] = settings.HELPDESK_PUBLIC_TICKET_PRIORITY
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if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_DUE_DATE'):
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initial_data['due_date'] = settings.HELPDESK_PUBLIC_TICKET_DUE_DATE
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if queue:
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initial_data['queue'] = queue.id
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if request.user.is_authenticated and request.user.email:
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initial_data['submitter_email'] = request.user.email
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query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
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custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
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query_param_fields += custom_fields
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for qpf in query_param_fields:
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initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
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return initial_data
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def get_form_kwargs(self, *args, **kwargs):
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kwargs = super().get_form_kwargs(*args, **kwargs)
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kwargs['hidden_fields'] = self.request.GET.get('_hide_fields_', '').split(',')
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kwargs['readonly_fields'] = self.request.GET.get('_readonly_fields_', '').split(',')
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kbitem = self.request.GET.get('kbitem', None)
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if kbitem:
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try:
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kwargs['kbcategory'] = KBItem.objects.get(pk=int(kbitem))
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except (ValueError, KBItem.DoesNotExist):
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pass
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return kwargs
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def form_valid(self, form):
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@ -134,6 +108,11 @@ class CreateTicketView(BaseCreateTicketView):
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class Homepage(CreateTicketView):
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template_name = 'helpdesk/public_homepage.html'
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def get_context_data(self, **kwargs):
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context = super().get_context_data(**kwargs)
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context['kb_categories'] = KBCategory.objects.all()
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return context
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def search_for_ticket(request, error_message=None):
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if hasattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC') and settings.HELPDESK_VIEW_A_TICKET_PUBLIC:
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@ -52,9 +52,10 @@ from helpdesk.lib import (
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)
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from helpdesk.models import (
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Ticket, Queue, FollowUp, TicketChange, PreSetReply, FollowUpAttachment, SavedSearch,
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IgnoreEmail, TicketCC, TicketDependency, UserSettings,
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IgnoreEmail, TicketCC, TicketDependency, UserSettings, KBItem,
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)
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from helpdesk import settings as helpdesk_settings
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import helpdesk.views.abstract_views as abstract_views
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from helpdesk.views.permissions import MustBeStaffMixin
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from ..lib import format_time_spent
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@ -802,7 +803,9 @@ def ticket_list(request):
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'search_string': '',
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}
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default_query_params = {
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'filtering': {'status__in': [1, 2, 3]},
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'filtering': {
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'status__in': [1, 2, 3],
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},
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'sorting': 'created',
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'search_string': '',
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'sortreverse': False,
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@ -849,7 +852,7 @@ def ticket_list(request):
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if saved_query:
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pass
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elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse'}.intersection(request.GET):
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elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse', 'kbitem'}.intersection(request.GET):
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# Fall-back if no querying is being done
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all_queues = Queue.objects.all()
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query_params = deepcopy(default_query_params)
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@ -858,6 +861,7 @@ def ticket_list(request):
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('queue', 'queue__id__in'),
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('assigned_to', 'assigned_to__id__in'),
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('status', 'status__in'),
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('kbitem', 'kbitem__in'),
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]
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for param, filter_command in filter_in_params:
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@ -884,7 +888,7 @@ def ticket_list(request):
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# SORTING
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sort = request.GET.get('sort', None)
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if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
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if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority', 'kbitem'):
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sort = 'created'
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query_params['sorting'] = sort
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@ -907,12 +911,15 @@ def ticket_list(request):
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'<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
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'Django Documentation on string matching in SQLite</a>.')
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kbitem_choices = [(item.pk, item.title) for item in KBItem.objects.all()]
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return render(request, 'helpdesk/ticket_list.html', dict(
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context,
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default_tickets_per_page=request.user.usersettings_helpdesk.tickets_per_page,
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user_choices=User.objects.filter(is_active=True, is_staff=True),
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queue_choices=huser.get_queues(),
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status_choices=Ticket.STATUS_CHOICES,
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kbitem_choices=kbitem_choices,
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urlsafe_query=urlsafe_query,
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user_saved_queries=user_saved_queries,
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query_params=query_params,
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@ -992,17 +999,12 @@ def edit_ticket(request, ticket_id):
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edit_ticket = staff_member_required(edit_ticket)
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class CreateTicketView(MustBeStaffMixin, FormView):
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class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixin, FormView):
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template_name = 'helpdesk/create_ticket.html'
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form_class = TicketForm
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def get_initial(self):
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initial_data = {}
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request = self.request
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if request.user.usersettings_helpdesk.use_email_as_submitter and request.user.email:
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initial_data['submitter_email'] = request.user.email
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if 'queue' in request.GET:
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initial_data['queue'] = request.GET['queue']
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initial_data = super().get_initial()
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return initial_data
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def get_form_kwargs(self):
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