Merge pull request #797 from auto-mat/iframe_submit

Iframe submit, redesigned KB, various bug fixes

docs/integration.rst

@@ -7,5 +7,12 @@ Django-helpdesk associates an email address with each submitted ticket. If you i
  - `title`
  - `body`
  - `submitter_email`
+ - `custom_<custom-field-slug>`
+
+There is also a page under the url `/tickets/submit_iframe/` with the same behavior.
+
+Fields may be hidden by adding them to a comma separated `_hide_fieds_` query parameter.
+
+Here is an example url to get you started: `http://localhost:8000/desk/tickets/submit_iframe/?queue=1;custom_dpnk-user=http://lol.cz;submitter_email=foo@bar.cz;title=lol;_hide_fields_=title,queue,submitter_email`. This url sets the queue to 1, sets the custom field `dpnk-url` to `http://lol.cz` and submitter_email to `lol@baz.cz` and hides the title, queue, and submitter_email fields. Note that hidden fields should be set to a default.
 
 Note that these fields will continue to be user-editable despite being pre-filled.

helpdesk/admin.py

@@ -72,7 +72,7 @@ class FollowUpAdmin(admin.ModelAdmin):
 class KBItemAdmin(admin.ModelAdmin):
     list_display = ('category', 'title', 'last_updated',)
     inlines = [KBIAttachmentInline]
-    readonly_fields = ('voted_by',)
+    readonly_fields = ('voted_by', 'downvoted_by')
 
     list_display_links = ('title',)
 

helpdesk/forms.py

@@ -18,7 +18,7 @@ from django.utils import timezone
 
 from helpdesk.lib import safe_template_context, process_attachments
 from helpdesk.models import (Ticket, Queue, FollowUp, IgnoreEmail, TicketCC,
-                             CustomField, TicketCustomFieldValue, TicketDependency, UserSettings)
+                             CustomField, TicketCustomFieldValue, TicketDependency, UserSettings, KBItem)
 from helpdesk import settings as helpdesk_settings
 
 User = get_user_model()
@@ -177,6 +177,16 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
         help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
     )
 
+    def __init__(self, kbcategory=None, *args, **kwargs):
+        super().__init__(*args, **kwargs)
+        if kbcategory:
+            self.fields['kbitem'] = forms.ChoiceField(
+                widget=forms.Select(attrs={'class': 'form-control'}),
+                required=False,
+                label=_('Knowedge Base Item'),
+                choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk)],
+            )
+
     def _add_form_custom_fields(self, staff_only_filter=None):
         if staff_only_filter is None:
             queryset = CustomField.objects.all()
@@ -197,7 +207,10 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
         return Queue.objects.get(id=int(self.cleaned_data['queue']))
 
     def _create_ticket(self):
-        queue = self._get_queue()
+        queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
+        kbitem = None
+        if 'kbitem' in self.cleaned_data:
+            kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
 
         ticket = Ticket(title=self.cleaned_data['title'],
                         submitter_email=self.cleaned_data['submitter_email'],
@@ -207,6 +220,7 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
                         description=self.cleaned_data['body'],
                         priority=self.cleaned_data['priority'],
                         due_date=self.cleaned_data['due_date'],
+                        kbitem=kbitem,
                         )
 
         return ticket, queue
@@ -337,34 +351,28 @@ class PublicTicketForm(AbstractTicketForm):
         help_text=_('We will e-mail you when your ticket is updated.'),
     )
 
-    def __init__(self, *args, **kwargs):
+    def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs):
         """
         Add any (non-staff) custom fields that are defined to the form
         """
         super(PublicTicketForm, self).__init__(*args, **kwargs)
-        if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE'):
+        self._add_form_custom_fields(False)
-            del self.fields['queue']
-        else:
-            self.fields['queue'].choices = [
-                ('', '--------')
-            ] + [
-                (q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)
-            ]
-        if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY'):
-            self.fields['priority'].widget = forms.HiddenInput()
-        if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_DUE_DATE'):
-            self.fields['due_date'].widget = forms.HiddenInput()
 
-    def _get_queue(self):
+        field_hide_table = {
-        if getattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE', None):
+            'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE',
-            # force queue to be the pre-defined one
+            'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY',
-            # (only for anon submissions)
+            'due_date': 'HELPDESK_PUBLIC_TICKET_DUE_DATE',
-            return Queue.objects.filter(
+        }
-                slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE
+
-            ).first()
+        for field in self.fields.keys():
-        else:
+            setting = field_hide_table.get(field, None)
-            # get the queue user entered
+            if (setting and hasattr(settings, setting)) or field in hidden_fields:
-            return Queue.objects.get(id=int(self.cleaned_data['queue']))
+                self.fields[field].widget = forms.HiddenInput()
+            if field in readonly_fields:
+                self.fields[field].disabled = True
+
+        self.fields['queue'].choices = [('', '--------')] + [
+            (q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)]
 
     def save(self):
         """

helpdesk/migrations/0027_auto_20200107_1221.py

@@ -0,0 +1,71 @@
+# Generated by Django 2.2.6 on 2020-01-07 12:21
+
+from django.conf import settings
+from django.db import migrations, models
+import django.db.models.deletion
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+        ('helpdesk', '0026_kbitem_attachments'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='kbcategory',
+            name='queue',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.CASCADE, to='helpdesk.Queue', verbose_name='Default queue when creating a ticket after viewing this category.'),
+        ),
+        migrations.AddField(
+            model_name='kbitem',
+            name='downvoted_by',
+            field=models.ManyToManyField(related_name='downvotes', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AddField(
+            model_name='ticket',
+            name='kbitem',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.CASCADE, to='helpdesk.KBItem', verbose_name='Knowledge base item the user was viewing when they created this ticket.'),
+        ),
+        migrations.AlterField(
+            model_name='followupattachment',
+            name='filename',
+            field=models.CharField(blank=True, max_length=1000, verbose_name='Filename'),
+        ),
+        migrations.AlterField(
+            model_name='followupattachment',
+            name='mime_type',
+            field=models.CharField(blank=True, max_length=255, verbose_name='MIME Type'),
+        ),
+        migrations.AlterField(
+            model_name='followupattachment',
+            name='size',
+            field=models.IntegerField(blank=True, help_text='Size of this file in bytes', verbose_name='Size'),
+        ),
+        migrations.AlterField(
+            model_name='kbiattachment',
+            name='filename',
+            field=models.CharField(blank=True, max_length=1000, verbose_name='Filename'),
+        ),
+        migrations.AlterField(
+            model_name='kbiattachment',
+            name='mime_type',
+            field=models.CharField(blank=True, max_length=255, verbose_name='MIME Type'),
+        ),
+        migrations.AlterField(
+            model_name='kbiattachment',
+            name='size',
+            field=models.IntegerField(blank=True, help_text='Size of this file in bytes', verbose_name='Size'),
+        ),
+        migrations.AlterField(
+            model_name='kbitem',
+            name='voted_by',
+            field=models.ManyToManyField(related_name='votes', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AlterField(
+            model_name='queue',
+            name='enable_notifications_on_email_events',
+            field=models.BooleanField(blank=True, default=False, help_text='When an email arrives to either create a ticket or to interact with an existing discussion. Should email notifications be sent ? Note: the new_ticket_cc and updated_ticket_cc work independently of this feature', verbose_name='Notify contacts when email updates arrive'),
+        ),
+    ]

helpdesk/models.py

@@ -559,6 +559,14 @@ class Ticket(models.Model):
         default=mk_secret,
     )
 
+    kbitem = models.ForeignKey(
+        "KBItem",
+        blank=True,
+        null=True,
+        on_delete=models.CASCADE,
+        verbose_name=_('Knowledge base item the user was viewing when they created this ticket.'),
+    )
+
     @property
     def time_spent(self):
         """Return back total time spent on the ticket. This is calculated value
@@ -605,6 +613,8 @@ class Ticket(models.Model):
         if dont_send_to is not None:
             recipients.update(dont_send_to)
 
+        recipients.add(self.queue.email_address)
+
         def should_receive(email):
             return email and email not in recipients
 
@@ -1216,6 +1226,14 @@ class KBCategory(models.Model):
         _('Description'),
     )
 
+    queue = models.ForeignKey(
+        Queue,
+        blank=True,
+        null=True,
+        on_delete=models.CASCADE,
+        verbose_name=_('Default queue when creating a ticket after viewing this category.'),
+    )
+
     def __str__(self):
         return '%s' % self.title
 
@@ -1234,7 +1252,14 @@ class KBItem(models.Model):
     An item within the knowledgebase. Very straightforward question/answer
     style system.
     """
-    voted_by = models.ManyToManyField(settings.AUTH_USER_MODEL)
+    voted_by = models.ManyToManyField(
+        settings.AUTH_USER_MODEL,
+        related_name='votes',
+    )
+    downvoted_by = models.ManyToManyField(
+        settings.AUTH_USER_MODEL,
+        related_name='downvotes',
+    )
     category = models.ForeignKey(
         KBCategory,
         on_delete=models.CASCADE,
@@ -1294,7 +1319,14 @@ class KBItem(models.Model):
 
     def get_absolute_url(self):
         from django.urls import reverse
-        return reverse('helpdesk:kb_item', args=(self.id,))
+        return str(reverse('helpdesk:kb_category', args=(self.category.slug,))) + "?kbitem=" + str(self.pk)
+
+    def query_url(self):
+        from django.urls import reverse
+        return str(reverse('helpdesk:list')) + "?kbitem=" + str(self.pk)
+
+    def num_open_tickets(self):
+        return Ticket.objects.filter(kbitem=self, status__in=(1, 2)).count()
 
     def get_markdown(self):
         return get_markdown(self.answer)

helpdesk/query.py

@@ -1,12 +1,16 @@
 from django.db.models import Q
 from django.core.cache import cache
-
+from django.urls import reverse
-from model_utils import Choices
+from django.utils.translation import ugettext as _
 
 from base64 import b64encode
 from base64 import b64decode
 import json
 
+from model_utils import Choices
+
+from helpdesk.serializers import DatatablesTicketSerializer
+
 
 def query_to_base64(query):
     """
@@ -47,60 +51,31 @@ def query_to_dict(results, descriptions):
     return output
 
 
-def apply_query(queryset, params):
+def get_search_filter_args(search):
-    """
+    if search.startswith('queue:'):
-    Apply a dict-based set of filters & parameters to a queryset.
+        return Q(queue__title__icontains=search[len('queue:'):])
-
+    if search.startswith('priority:'):
-    queryset is a Django queryset, eg MyModel.objects.all() or
+        return Q(priority__icontains=search[len('priority:'):])
-             MyModel.objects.filter(user=request.user)
+    filter = Q()
-
+    for subsearch in search.split("OR"):
-    params is a dictionary that contains the following:
+        subsearch = subsearch.strip()
-        filtering: A dict of Django ORM filters, eg:
+        filter = (
-            {'user__id__in': [1, 3, 103], 'title__contains': 'foo'}
+            filter |
-
+            Q(id__icontains=subsearch) |
-        search_string: A freetext search string
+            Q(title__icontains=subsearch) |
-
+            Q(description__icontains=subsearch) |
-        sorting: The name of the column to sort by
+            Q(priority__icontains=subsearch) |
-    """
+            Q(resolution__icontains=subsearch) |
-    for key in params['filtering'].keys():
+            Q(submitter_email__icontains=subsearch) |
-        filter = {key: params['filtering'][key]}
+            Q(assigned_to__email__icontains=subsearch) |
-        queryset = queryset.filter(**filter)
+            Q(ticketcustomfieldvalue__value__icontains=subsearch) |
-
+            Q(created__icontains=subsearch) |
-    search = params.get('search_string', '')
+            Q(due_date__icontains=subsearch)
-    if search:
-        qset = (
-            Q(title__icontains=search) |
-            Q(description__icontains=search) |
-            Q(resolution__icontains=search) |
-            Q(submitter_email__icontains=search) |
-            Q(ticketcustomfieldvalue__value__icontains=search)
         )
-
+    return filter
-        queryset = queryset.filter(qset)
-
-    sorting = params.get('sorting', None)
-    if sorting:
-        sortreverse = params.get('sortreverse', None)
-        if sortreverse:
-            sorting = "-%s" % sorting
-        queryset = queryset.order_by(sorting)
-
-    return queryset
 
 
-def get_query(query, huser):
+DATATABLES_ORDER_COLUMN_CHOICES = Choices(
-    # Prefilter the allowed tickets
-    objects = cache.get(huser.user.email + query)
-    if objects is not None:
-        return objects
-    tickets = huser.get_tickets_in_queues().select_related()
-    query_params = query_from_base64(query)
-    ticket_qs = apply_query(tickets, query_params)
-    cache.set(huser.user.email + query, ticket_qs, timeout=3600)
-    return ticket_qs
-
-
-ORDER_COLUMN_CHOICES = Choices(
     ('0', 'id'),
     ('2', 'priority'),
     ('3', 'title'),
@@ -112,45 +87,135 @@ ORDER_COLUMN_CHOICES = Choices(
 )
 
 
-def query_tickets_by_args(objects, order_by, **kwargs):
+def get_query_class():
-    """
+    from django.conf import settings
-    This function takes in a list of ticket objects from the views and throws it
-    to the datatables on ticket_list.html. If a search string was entered, this
-    function filters existing dataset on search string and returns a filtered
-    filtered list. The `draw`, `length` etc parameters are for datatables to
-    display meta data on the table contents. The returning queryset is passed
-    to a Serializer called DatatablesTicketSerializer in serializers.py.
-    """
-    draw = int(kwargs.get('draw', None)[0])
-    length = int(kwargs.get('length', None)[0])
-    start = int(kwargs.get('start', None)[0])
-    search_value = kwargs.get('search[value]', None)[0]
-    order_column = kwargs.get('order[0][column]', None)[0]
-    order = kwargs.get('order[0][dir]', None)[0]
 
-    order_column = ORDER_COLUMN_CHOICES[order_column]
+    def _get_query_class():
-    # django orm '-' -> desc
+        return __Query__
-    if order == 'desc':
+    return getattr(settings,
-        order_column = '-' + order_column
+                   'HELPDESK_QUERY_CLASS',
+                   _get_query_class)()
 
-    queryset = objects.all().order_by(order_by)
-    total = queryset.count()
 
-    if search_value:
+class __Query__:
-        queryset = queryset.filter(Q(id__icontains=search_value) |
+    def __init__(self, huser, base64query=None, query_params=None):
-                                   Q(priority__icontains=search_value) |
+        self.huser = huser
-                                   Q(title__icontains=search_value) |
+        self.params = query_params if query_params else query_from_base64(base64query)
-                                   Q(queue__title__icontains=search_value) |
+        self.base64 = base64query if base64query else query_to_base64(query_params)
-                                   Q(status__icontains=search_value) |
+        self.result = None
-                                   Q(created__icontains=search_value) |
-                                   Q(due_date__icontains=search_value) |
-                                   Q(assigned_to__email__icontains=search_value))
 
-    count = queryset.count()
+    def get_search_filter_args(self):
-    queryset = queryset.order_by(order_column)[start:start + length]
+        search = self.params.get('search_string', '')
-    return {
+        return get_search_filter_args(search)
-        'items': queryset,
+
-        'count': count,
+    def __run__(self, queryset):
-        'total': total,
+        """
-        'draw': draw
+        Apply a dict-based set of filters & parameters to a queryset.
-    }
+
+        queryset is a Django queryset, eg MyModel.objects.all() or
+            MyModel.objects.filter(user=request.user)
+
+        params is a dictionary that contains the following:
+           filtering: A dict of Django ORM filters, eg:
+            {'user__id__in': [1, 3, 103], 'title__contains': 'foo'}
+
+        search_string: A freetext search string
+
+        sorting: The name of the column to sort by
+        """
+        for key in self.params.get('filtering', {}).keys():
+            filter = {key: self.params['filtering'][key]}
+            queryset = queryset.filter(**filter)
+        queryset = queryset.filter(self.get_search_filter_args())
+        sorting = self.params.get('sorting', None)
+        if sorting:
+            sortreverse = self.params.get('sortreverse', None)
+            if sortreverse:
+                sorting = "-%s" % sorting
+            queryset = queryset.order_by(sorting)
+        return queryset.distinct()  # https://stackoverflow.com/questions/30487056/django-queryset-contains-duplicate-entries
+
+    def get_cache_key(self):
+        return str(self.huser.user.pk) + ":" + self.base64
+
+    def refresh_query(self):
+        tickets = self.huser.get_tickets_in_queues().select_related()
+        ticket_qs = self.__run__(tickets)
+        cache.set(self.get_cache_key(), ticket_qs, timeout=3600)
+        return ticket_qs
+
+    def get(self):
+        # Prefilter the allowed tickets
+        objects = cache.get(self.get_cache_key())
+        if objects is not None:
+            return objects
+        return self.refresh_query()
+
+    def get_datatables_context(self, **kwargs):
+        """
+        This function takes in a list of ticket objects from the views and throws it
+        to the datatables on ticket_list.html. If a search string was entered, this
+        function filters existing dataset on search string and returns a filtered
+        filtered list. The `draw`, `length` etc parameters are for datatables to
+        display meta data on the table contents. The returning queryset is passed
+        to a Serializer called DatatablesTicketSerializer in serializers.py.
+        """
+        objects = self.get()
+        order_by = '-date_created'
+        draw = int(kwargs.get('draw', None)[0])
+        length = int(kwargs.get('length', None)[0])
+        start = int(kwargs.get('start', None)[0])
+        search_value = kwargs.get('search[value]', None)[0]
+        order_column = kwargs.get('order[0][column]', None)[0]
+        order = kwargs.get('order[0][dir]', None)[0]
+
+        order_column = DATATABLES_ORDER_COLUMN_CHOICES[order_column]
+        # django orm '-' -> desc
+        if order == 'desc':
+            order_column = '-' + order_column
+
+        queryset = objects.all().order_by(order_by)
+        total = queryset.count()
+
+        if search_value:
+            queryset = queryset.filter(get_search_filter_args(search_value))
+
+        count = queryset.count()
+        queryset = queryset.order_by(order_column)[start:start + length]
+        return {
+            'data': DatatablesTicketSerializer(queryset, many=True).data,
+            'recordsFiltered': count,
+            'recordsTotal': total,
+            'draw': draw
+        }
+
+    def get_timeline_context(self):
+        events = []
+
+        for ticket in self.get():
+            for followup in ticket.followup_set.all():
+                event = {
+                    '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")),
+                    },
+                    'group': _('Messages'),
+                }
+                events.append(event)
+
+        return {
+            'events': events,
+        }
+
+    def mk_timeline_date(self, date):
+        return {
+            'year': date.year,
+            'month': date.month,
+            'day': date.day,
+            'hour': date.hour,
+            'minute': date.minute,
+            'second': date.second,
+            'second': date.second,
+        }

helpdesk/serializers.py

@@ -15,6 +15,7 @@ datatables for ticket_list.html. Called from staff.datatables_ticket_list.
 class DatatablesTicketSerializer(serializers.ModelSerializer):
     ticket = serializers.SerializerMethodField()
     assigned_to = serializers.SerializerMethodField()
+    submitter = serializers.SerializerMethodField()
     created = serializers.SerializerMethodField()
     due_date = serializers.SerializerMethodField()
     status = serializers.SerializerMethodField()
@@ -26,7 +27,7 @@ class DatatablesTicketSerializer(serializers.ModelSerializer):
         model = Ticket
         # fields = '__all__'
         fields = ('ticket', 'id', 'priority', 'title', 'queue', 'status',
-                  'created', 'due_date', 'assigned_to', 'row_class',
+                  'created', 'due_date', 'assigned_to', 'submitter', 'row_class',
                   'time_spent')
 
     def get_queue(self, obj):
@@ -53,6 +54,9 @@ class DatatablesTicketSerializer(serializers.ModelSerializer):
         else:
             return ("None")
 
+    def get_submitter(self, obj):
+        return obj.submitter_email
+
     def get_time_spent(self, obj):
         return format_time_spent(obj.time_spent)
 

helpdesk/templates/helpdesk/base-head.html

@@ -0,0 +1,74 @@
+{% load i18n %}
+{% load saved_queries %}
+{% load load_helpdesk_settings %}
+{% load static from staticfiles %}
+{% with request|load_helpdesk_settings as helpdesk_settings %}
+{% with user|saved_queries as user_saved_queries_ %}
+
+<meta charset="utf-8">
+<meta http-equiv="X-UA-Compatible" content="IE=edge">
+<meta name="viewport" content="width=device-width, initial-scale=1, shrink-to-fit=no">
+<meta name="description" content="">
+<meta name="author" content="">
+
+<title>{% block helpdesk_title %}Helpdesk{% endblock %} :: {% trans "Powered by django-helpdesk" %}</title>
+
+
+<!-- Bootstrap Core CSS -->
+{% if helpdesk_settings.HELPDESK_USE_CDN %}
+<link href="https://stackpath.bootstrapcdn.com/bootstrap/4.2.1/css/bootstrap.min.css" rel="stylesheet">
+{% else %}
+<link href="{% static 'helpdesk/vendor/bootstrap/css/bootstrap.min.css' %}" rel="stylesheet">
+{% endif %}
+
+<!-- Font Awesome -->
+<link href="{% static 'helpdesk/vendor/fontawesome-free/css/all.min.css' %}" rel="stylesheet" type="text/css">
+
+<!-- DataTables CSS-->
+<link href="{% static 'helpdesk/vendor/datatables/css/dataTables.bootstrap4.css' %}" rel="stylesheet">
+
+<!-- MetisMenu CSS -->
+<link href="{% static 'helpdesk/vendor/metisMenu/metisMenu.min.css' %}" rel="stylesheet">
+
+<!-- Morris Charts CSS -->
+{% if helpdesk_settings.HELPDESK_USE_CDN %}
+<link rel="stylesheet" href="//cdnjs.cloudflare.com/ajax/libs/morris.js/0.5.1/morris.css">
+{% else %}
+<link href="{% static 'helpdesk/vendor/morrisjs/morris.css' %}" rel="stylesheet">
+{% endif %}
+
+<!-- Custom CSS -->
+<link href="{% static 'helpdesk/css/sb-admin.css' %}" rel="stylesheet">
+<link rel='stylesheet' href='{% static "helpdesk/helpdesk-extend.css" %}' type='text/css'  media="screen" >
+
+{% if user.id %}
+<!-- RSS -->
+<link rel='alternate' href='{% url 'helpdesk:rss_user' user.get_username %}' type='application/rss+xml' title='{% trans "My Open Tickets" %}' />
+<link rel='alternate' href='{% url 'helpdesk:rss_activity' %}' type='application/rss+xml' title='{% trans "All Recent Activity" %}' />
+<link rel='alternate' href='{% url 'helpdesk:rss_unassigned' %}' type='application/rss+xml' title='{% trans "Unassigned Tickets" %}' />
+
+<style type="text/css">
+/* hide google translate top bar */
+.goog-te-banner-frame {display: none !important;}
+.goog-te-balloon-frame {display: none !important;}
+/* hide google translate tooltips (generated for every translated item) */
+.goog-tooltip {display: none !important; }
+</style>
+
+<style type="text/css">
+/* header */
+#dropdown li.headerlink { width: auto; float: left; text-align: center; }
+
+/* query list */
+#dropdown li.headerlink ul {    display: none;
+                                text-align: left;
+                                position: absolute;
+                                padding: 5px;
+                                z-index: 2; }
+/* query entries */
+#dropdown li.headerlink:hover ul { display: block; width: auto; }
+#dropdown li.headerlink:hover ul li { padding: 5px; margin: 1px; float: none; display: block; }
+</style>
+{% endif %}
+{% endwith %}
+{% endwith %}

helpdesk/templates/helpdesk/base.html

@@ -9,69 +9,7 @@
 
 <head>
 
-    <meta charset="utf-8">
+    {% include 'helpdesk/base-head.html' %}
-    <meta http-equiv="X-UA-Compatible" content="IE=edge">
-    <meta name="viewport" content="width=device-width, initial-scale=1, shrink-to-fit=no">
-    <meta name="description" content="">
-    <meta name="author" content="">
-
-    <title>{% block helpdesk_title %}Helpdesk{% endblock %} :: {% trans "Powered by django-helpdesk" %}</title>
-
-    <!-- Bootstrap Core CSS -->
-    {% if helpdesk_settings.HELPDESK_USE_CDN %}
-    <link href="https://stackpath.bootstrapcdn.com/bootstrap/4.2.1/css/bootstrap.min.css" rel="stylesheet">
-    {% else %}
-    <link href="{% static 'helpdesk/vendor/bootstrap/css/bootstrap.min.css' %}" rel="stylesheet">
-    {% endif %}
-    
-    <!-- Font Awesome -->
-    <link href="{% static 'helpdesk/vendor/fontawesome-free/css/all.min.css' %}" rel="stylesheet" type="text/css">
-    
-    <!-- DataTables CSS-->
-    <link href="{% static 'helpdesk/vendor/datatables/css/dataTables.bootstrap4.css' %}" rel="stylesheet">
-
-    <!-- MetisMenu CSS -->
-    <link href="{% static 'helpdesk/vendor/metisMenu/metisMenu.min.css' %}" rel="stylesheet">
-
-    <!-- Morris Charts CSS -->
-    {% if helpdesk_settings.HELPDESK_USE_CDN %}
-    <link rel="stylesheet" href="//cdnjs.cloudflare.com/ajax/libs/morris.js/0.5.1/morris.css">
-    {% else %}
-    <link href="{% static 'helpdesk/vendor/morrisjs/morris.css' %}" rel="stylesheet">
-    {% endif %}
-
-    <!-- Custom CSS -->
-    <link href="{% static 'helpdesk/css/sb-admin.css' %}" rel="stylesheet">
-    <link rel='stylesheet' href='{% static "helpdesk/helpdesk-extend.css" %}' type='text/css'  media="screen" >
-
-    <!-- RSS -->
-    <link rel='alternate' href='{% url 'helpdesk:rss_user' user.get_username %}' type='application/rss+xml' title='{% trans "My Open Tickets" %}' />
-    <link rel='alternate' href='{% url 'helpdesk:rss_activity' %}' type='application/rss+xml' title='{% trans "All Recent Activity" %}' />
-    <link rel='alternate' href='{% url 'helpdesk:rss_unassigned' %}' type='application/rss+xml' title='{% trans "Unassigned Tickets" %}' />
-
-    <style type="text/css">
-    /* hide google translate top bar */
-    .goog-te-banner-frame {display: none !important;}
-    .goog-te-balloon-frame {display: none !important;}
-    /* hide google translate tooltips (generated for every translated item) */
-    .goog-tooltip {display: none !important; }
-    </style>
-
-    <style type="text/css">
-    /* header */
-    #dropdown li.headerlink { width: auto; float: left; text-align: center; }
-
-    /* query list */
-    #dropdown li.headerlink ul {    display: none;
-                                    text-align: left;
-                                    position: absolute;
-                                    padding: 5px;
-                                    z-index: 2; }
-    /* query entries */
-    #dropdown li.headerlink:hover ul { display: block; width: auto; }
-    #dropdown li.headerlink:hover ul li { padding: 5px; margin: 1px; float: none; display: block; }
-    </style>
-
     {% block helpdesk_head %}{% endblock %}
 
 </head>
@@ -79,10 +17,10 @@
 <body id="bg-dark">
 
     {% include "helpdesk/navigation-header.html" %}
-    
+
     <div id="wrapper">
         {% include "helpdesk/navigation-sidebar.html" %}
-        
+
         <div id="content-wrapper">
         
             <div class="container-fluid">
@@ -105,35 +43,9 @@
     <!-- /#wrapper -->
 
     {% include "helpdesk/debug.html" %}
-    
-    
-    <!-- jQuery and Bootstrap Core -->
-    {% if helpdesk_settings.HELPDESK_USE_CDN %}
-    <script src="//ajax.googleapis.com/ajax/libs/jquery/1.9.0/jquery.min.js"></script>
-    <script src="https://stackpath.bootstrapcdn.com/bootstrap/4.2.1/js/bootstrap.min.js"></script>
-    {% else %}
-    <script src="{% static 'helpdesk/vendor/jquery/jquery.min.js' %}"></script>
-    <script src="{% static 'helpdesk/vendor/bootstrap/js/bootstrap.bundle.min.js' %}"></script>
-    {% endif %}
-    
-    <!-- Core plugin JavaScript-->
-    <script src="{% static 'helpdesk/vendor/jquery-easing/jquery.easing.min.js' %}"></script>
-    
-    <!-- Page level plugin JavaScript-->
-    <script src="{% static 'helpdesk/vendor/chart.js/Chart.min.js' %}"></script>
-    <script src="{% static 'helpdesk/vendor/datatables/js/jquery.dataTables.js' %}"></script>
-    <script src="{% static 'helpdesk/vendor/datatables/js/dataTables.bootstrap4.js' %}"></script>
 
-    <!-- jQuery UI DatePicker -->
-    <script src='{% static "helpdesk/vendor/jquery-ui/jquery-ui.min.js" %}' type='text/javascript' language='javascript'></script>
-    <link href="{% static 'helpdesk/vendor/jquery-ui/jquery-ui.css' %}" rel="stylesheet">
 
-    <!-- Metis Menu Plugin JavaScript -->
+    {% include 'helpdesk/base_js.html' %}
-    <script src="{% static 'helpdesk/vendor/metisMenu/metisMenu.min.js' %}"></script>
-
-    <!-- Custom Theme JavaScript -->
-    <script src="{% static 'helpdesk/js/sb-admin.js' %}"></script>
-    
     {% block helpdesk_js %}{% endblock %}
 
 </body>

helpdesk/templates/helpdesk/base_js.html

@@ -0,0 +1,27 @@
+{% load static from staticfiles %}
+<!-- jQuery and Bootstrap Core -->
+{% if helpdesk_settings.HELPDESK_USE_CDN %}
+<script src="//ajax.googleapis.com/ajax/libs/jquery/1.9.0/jquery.min.js"></script>
+<script src="https://stackpath.bootstrapcdn.com/bootstrap/4.2.1/js/bootstrap.min.js"></script>
+{% else %}
+<script src="{% static 'helpdesk/vendor/jquery/jquery.min.js' %}"></script>
+<script src="{% static 'helpdesk/vendor/bootstrap/js/bootstrap.bundle.min.js' %}"></script>
+{% endif %}
+
+<!-- Core plugin JavaScript-->
+<script src="{% static 'helpdesk/vendor/jquery-easing/jquery.easing.min.js' %}"></script>
+
+<!-- Page level plugin JavaScript-->
+<script src="{% static 'helpdesk/vendor/chart.js/Chart.min.js' %}"></script>
+<script src="{% static 'helpdesk/vendor/datatables/js/jquery.dataTables.js' %}"></script>
+<script src="{% static 'helpdesk/vendor/datatables/js/dataTables.bootstrap4.js' %}"></script>
+
+<!-- jQuery UI DatePicker -->
+<script src='{% static "helpdesk/vendor/jquery-ui/jquery-ui.min.js" %}' type='text/javascript' language='javascript'></script>
+<link href="{% static 'helpdesk/vendor/jquery-ui/jquery-ui.css' %}" rel="stylesheet">
+
+<!-- Metis Menu Plugin JavaScript -->
+<script src="{% static 'helpdesk/vendor/metisMenu/metisMenu.min.js' %}"></script>
+
+<!-- Custom Theme JavaScript -->
+<script src="{% static 'helpdesk/js/sb-admin.js' %}"></script>

helpdesk/templates/helpdesk/filters/kbitems.html

@@ -0,0 +1,15 @@
+{% load i18n humanize %}
+{% load static from staticfiles %}
+{% load in_list %}
+<div class="form-row">
+    <div class="col col-sm-3">
+        <label for='id_statuses'>{% trans "Knowledge base item(s)" %}:</label>
+    </div>
+    <div class="col col-sm-3">
+        <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>
+    </div>
+    <div class="col col-sm-6">
+        <button class="filterBuilderRemove btn btn-danger btn-sm float-right"><i class="fas fa-trash-alt"></i></button>
+    </div>
+    <div class='form-row filterHelp'>{% trans "Ctrl-click to select multiple options" %}</div>
+</div>

helpdesk/templates/helpdesk/filters/keywords.html

@@ -9,5 +9,5 @@
     <div class="col col-sm-6">
         <button class='filterBuilderRemove btn btn-danger btn-sm float-right'><i class="fas fa-trash-alt"></i></button>
     </div>
-      <p class='filterHelp'>{% trans "Keywords are case-insensitive, and will be looked for in the title, body and submitter fields." %}</p>
+      <p class='filterHelp'>{% trans "Keywords are case-insensitive, and will be looked for pretty much everywhere possible. Prepend with 'queue:' or 'priority:' to search by queue or priority. You can also use the keyword OR to combine multiple searches." %}</p>
 </div>

helpdesk/templates/helpdesk/kb_category.html

@@ -1,4 +1,7 @@
-{% extends "helpdesk/public_base.html" %}{% load i18n humanize %}
+{% extends "helpdesk/public_base.html" %}
+{% load i18n %}
+
+{% block helpdesk_title %}{% blocktrans with category.title as kbcat %}{{ kbcat }}{% endblocktrans %}{% endblock %}
 
 {% block helpdesk_breadcrumb %}
 <li class="breadcrumb-item">
@@ -8,38 +11,7 @@
 {% endblock %}
 
 {% block helpdesk_body %}
-<h2>{% trans 'Knowledgebase Category' %}:{% blocktrans with category.title as kbcat %}{{ kbcat }}{% endblocktrans %}</h2>
+{% include 'helpdesk/kb_category_base.html' %}
-
-<div class="card mb-3">
-    <div class="card-header">
-        <i class="fas fa-info-circle"></i>
-        {% blocktrans with category.title as kbcat %}You are viewing all items in the {{ kbcat }} category.{% endblocktrans %}
-    </div>
-    <div class="card-body">
-        <p>{{ category.description }}</p>
-    </div>
 </div>
 
-{% for item in items %}
-{% cycle 'one' 'two' 'three' as itemnumperrow silent %}
-{% ifequal itemnumperrow 'one' %}<div class="card-deck">{% endifequal %}
-<div class="card">
-      <div class="card-header">
-        <h5 class="card-title">{{ item.title }}</h5>
-      </div>
-      <div class="card-body">
-        <p class="card-text">{{ item.question }}</p>
-        <p class="card-text">
-                {% blocktrans with item.get_absolute_url as url %}<a href='{{ url }}' class="btn btn-primary"> Go to answer <i class="fa fa-share"></i></a>{% endblocktrans %}
-            </p>
-            <div class="well well-sm">
-                <p>{% trans 'Rating' %}: {{ item.score }}</p>
-                <p>{% trans 'Last Update' %}: {{ item.last_updated|naturaltime }}</p>
-            </div>
-        </p>
-    </div>
-</div>
-{% ifequal itemnumperrow 'three' %}</div>{% endifequal %}
-{% endfor %}
-
 {% endblock %}

helpdesk/templates/helpdesk/kb_category_base.html

@@ -0,0 +1,48 @@
+{% load i18n %}
+<h2>{% trans 'Knowledgebase Category' %}:{% blocktrans with category.title as kbcat %}{{ kbcat }}{% endblocktrans %}</h2>
+<p>{{ category.description }}</p>
+<div id="accordion">
+{% for item in items %}
+<div class="card mb-3">
+    <button class="btn btn-link" data-toggle="collapse" data-target="#collapse{{item.id}}" aria-expanded="true" aria-controls="collapse{{item.id}}">
+        <div class="card-header" id="header{{item.id}}">
+            <h5 class="mb-0">
+                {{ item.title }}
+            </h5>
+        </div>
+    </button>
+    <div id="collapse{{item.id}}" class="collapse {% if item.id == selected_item %}show{% endif %}" aria-labelledby="header{{item.id}}" data-parent="#accordion">
+        <div class="card-body">
+            <p class="card-text">{{ item.question }}</p>
+            <p>{{ item.get_markdown }}</p>
+            <div class="row">
+                {% if request.user.pk %}
+                <div class="col-sm">
+                    <a href='{% url "helpdesk:kb_vote" item.pk %}?vote=up'><button type="button" class="btn btn-success btn-circle btn-xl"><i class="fa fa-thumbs-up fa-lg"></i></button></a>
+                    <a href='{% url "helpdesk:kb_vote" item.pk %}?vote=down'><button type="button" class="btn btn-danger btn-circle btn-xl"><i class="fa fa-thumbs-down fa-lg"></i></button></a>
+                </div>
+                {% endif %}
+                {% if staff %}
+                <a href='{% url 'helpdesk:list' %}?kbitem={{item.id}}' class="col-sm">
+                    <button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-search fa-lg"></i> {{item.num_open_tickets}} {% trans 'open tickets' %}</button>
+                </a>
+
+                {% 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">
+                    <button type="button" class="btn btn-success btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Contact a human' %}</button>
+                </a>
+            </div>
+            <div>
+            {% blocktrans with recommendations=item.recommendations votes=item.votes  %}{{ recommendations }} people found this answer useful of {{votes}}{% endblocktrans %}
+            </div>
+
+        </div>
+    </div>
+</div>
+{% endfor %}
+</div>
+{% 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}}'>
+    <button type="button" class="btn btn-danger btn-circle btn-xl float-right"><i class="fa fa-envelope fa-lg"></i> {% trans 'Contact a human' %}</button>
+</a>
+{% endif %}

helpdesk/templates/helpdesk/kb_category_iframe.html

@@ -0,0 +1,13 @@
+{% load i18n %}
+{% load saved_queries %}
+<head>
+    {% include 'helpdesk/base-head.html' %}
+    {% block helpdesk_head %}{% endblock %}
+</head>
+
+<body>
+    {% block helpdesk_body %}
+    {% include 'helpdesk/kb_category_base.html' %}
+    {% endblock %}
+    {% include 'helpdesk/base_js.html' %}
+</body>

helpdesk/templates/helpdesk/kb_item.html

@@ -1,51 +0,0 @@
-{% extends "helpdesk/public_base.html" %}{% load i18n %}
-
-{% block helpdesk_breadcrumb %}
-<li class="breadcrumb-item">
-    <a href="{% url 'helpdesk:kb_index' %}">{% trans "Knowledgebase" %}</a>
-</li>
-<li class="breadcrumb-item">
-    <a href="{{ category.get_absolute_url }}">{% blocktrans with category.title as kbcat %}{{ kbcat }}{% endblocktrans %}</a>
-</li>
-<li class="breadcrumb-item active">Overview</li>
-{% endblock %}
-
-{% block helpdesk_body %}
-<h2>{% trans 'Knowledgebase' %}: {% blocktrans with item.title as item %}{{ item }}{% endblocktrans %}</h2>
-
-<div class="card mb-3">
-    <div class="card-header">
-        <i class="fas fa-question-circle"></i>
-        {{ item.question }}
-    </div>
-    <div class="card-body">
-        <p>{{ item.get_markdown }}</p>
-    </div>
-    <div class="card-footer">
-        <div class="row">
-            <div class="col-lg-2">
-                <p>{% trans "Did you find this article useful?" %}</p>
-                <div class="row">
-                    <div class="col-lg-6">
-                        <a href='vote/?vote=up'><button type="button" class="btn btn-success btn-circle btn-xl"><i class="fa fa-thumbs-up fa-lg"></i></button></a>
-                    </div>
-                    <div class="col-lg-6">
-                        <a href='vote/?vote=down'><button type="button" class="btn btn-danger btn-circle btn-xl"><i class="fa fa-thumbs-down fa-lg"></i></button></a>
-                    </div>
-                </div>
-            </div>
-            <div class="col-lg-10">
-                <p>{% trans "The results of voting by other readers of this article are below:" %}</p>
-                <ul>
-                    <li>{% blocktrans with item.recommendations as recommendations %}Recommendations: {{ recommendations }}{% endblocktrans %}</li>
-                    <li>{% blocktrans with item.votes as votes %}Votes: {{ votes }}{% endblocktrans %}</li>
-                    <li>{% blocktrans with item.score as score %}Overall Rating: {{ score }}{% endblocktrans %}</li>
-                </ul>
-            </div>
-        </div>
-    </div>
-</div>
-
-<p>{% blocktrans with item.category.title as category_title and item.category.get_absolute_url as category_url %}View <a href='{{ category_url }}'>other <em>{{ category_title }}</em> articles</a>, or continue <a href='../'>viewing other knowledgebase articles</a>.{% endblocktrans %}</p>
-
-{% endblock %}

helpdesk/templates/helpdesk/public_base.html

@@ -1,47 +1,13 @@
 {% load i18n %}
-{% load load_helpdesk_settings %}
 {% load static from staticfiles %}
+{% load load_helpdesk_settings %}
 {% with request|load_helpdesk_settings as helpdesk_settings %}
 <!DOCTYPE html>
 <html lang="en">
 
 <head>
 
-    <meta charset="utf-8">
+    {% include 'helpdesk/base-head.html' %}
-    <meta http-equiv="X-UA-Compatible" content="IE=edge">
-    <meta name="viewport" content="width=device-width, initial-scale=1, shrink-to-fit=no">
-    <meta name="description" content="">
-    <meta name="author" content="">
-
-    <title>{% block helpdesk_title %}{% trans 'Helpdesk' %}{% endblock %} :: {% trans "Powered by django-helpdesk" %}</title>
-
-    <!-- Bootstrap Core CSS -->
-    {% if helpdesk_settings.HELPDESK_USE_CDN %}
-    <link href="https://stackpath.bootstrapcdn.com/bootstrap/4.2.1/css/bootstrap.min.css" rel="stylesheet">
-    {% else %}
-    <link href="{% static 'helpdesk/vendor/bootstrap/css/bootstrap.min.css' %}" rel="stylesheet">
-    {% endif %}
-    
-    <!-- Font Awesome -->
-    <link href="{% static 'helpdesk/vendor/fontawesome-free/css/all.min.css' %}" rel="stylesheet" type="text/css">
-    
-    <!-- DataTables CSS-->
-    <link href="{% static 'helpdesk/vendor/datatables/css/dataTables.bootstrap4.css' %}" rel="stylesheet">
-
-    <!-- MetisMenu CSS -->
-    <link href="{% static 'helpdesk/vendor/metisMenu/metisMenu.min.css' %}" rel="stylesheet">
-
-    <!-- Custom CSS -->
-    <link href="{% static 'helpdesk/css/sb-admin.css' %}" rel="stylesheet">
-    <link rel='stylesheet' href='{% static "helpdesk/helpdesk-extend.css" %}' type='text/css'  media="screen" >
-
-    <!-- HTML5 Shim and Respond.js IE8 support of HTML5 elements and media queries -->
-    <!-- WARNING: Respond.js doesn't work if you view the page via file:// -->
-    <!--[if lt IE 9]>
-        <script src="https://oss.maxcdn.com/libs/html5shiv/3.7.0/html5shiv.js"></script>
-        <script src="https://oss.maxcdn.com/libs/respond.js/1.4.2/respond.min.js"></script>
-    <![endif]-->
-
     {% block helpdesk_head %}{% endblock %}
 
 </head>
@@ -49,62 +15,35 @@
 <body id="bg-dark">
 
     {% include "helpdesk/navigation-header.html" %}
-    
+
     <div id="wrapper">
         {% include "helpdesk/navigation-sidebar.html" %}
-        
+
         <div id="content-wrapper">
-        
+
             <div class="container-fluid">
 
                 <!-- Breadcrumbs-->
                 <ol class="breadcrumb">
                     {% block helpdesk_breadcrumb %}{% endblock %}
                 </ol>
-            
+
                 {% block helpdesk_body %}{% endblock %}
-            
+
             </div>
             <!-- /.container-fluid -->
-        
+
             {% include "helpdesk/attribution.html" %}
         </div>
         <!-- /.content-wrapper -->
 
     </div>
     <!-- /#wrapper -->
-    
+
     {% include "helpdesk/debug.html" %}
 
-    <!-- jQuery and Bootstrap Core -->
+    {% include 'helpdesk/base_js.html' %}
-    {% if helpdesk_settings.HELPDESK_USE_CDN %}
-    <script src="//ajax.googleapis.com/ajax/libs/jquery/1.9.0/jquery.min.js"></script>
-    <script src="https://stackpath.bootstrapcdn.com/bootstrap/4.2.1/js/bootstrap.min.js"></script>
-    {% else %}
-    <script src="{% static 'helpdesk/vendor/jquery/jquery.min.js' %}"></script>
-    <script src="{% static 'helpdesk/vendor/bootstrap/js/bootstrap.bundle.min.js' %}"></script>
-    {% endif %}
-    
-    <!-- Core plugin JavaScript-->
-    <script src="{% static 'helpdesk/vendor/jquery-easing/jquery.easing.min.js' %}"></script>
-    
-    <!-- Page level plugin JavaScript-->
-    <script src="{% static 'helpdesk/vendor/chart.js/Chart.min.js' %}"></script>
-    <script src="{% static 'helpdesk/vendor/datatables/js/jquery.dataTables.js' %}"></script>
-    <script src="{% static 'helpdesk/vendor/datatables/js/dataTables.bootstrap4.js' %}"></script>
-
-    <!-- jQuery UI DatePicker -->
-    <script src='{% static "helpdesk/vendor/jquery-ui/jquery-ui.min.js" %}' type='text/javascript' language='javascript'></script>
-    <link href="{% static 'helpdesk/vendor/jquery-ui/jquery-ui.css' %}" rel="stylesheet">
-
-    <!-- Metis Menu Plugin JavaScript -->
-    <script src="{% static 'helpdesk/vendor/metisMenu/metisMenu.min.js' %}"></script>
-
-    <!-- Custom Theme JavaScript -->
-    <script src="{% static 'helpdesk/js/sb-admin.js' %}"></script>
-    
     {% block helpdesk_js %}{% endblock %}
-
 </body>
 </html>
 {% endwith %}

helpdesk/templates/helpdesk/public_create_ticket.html

@@ -1,5 +1,5 @@
 {% extends "helpdesk/public_base.html" %}
-{% load i18n bootstrap4form %}
+{% load i18n %}
 
 {% block helpdesk_title %}{% trans "Create Ticket" %}{% endblock %}
 
@@ -11,20 +11,13 @@
 {% endblock %}
 
 {% block helpdesk_body %}
-{% if helpdesk_settings.HELPDESK_SUBMIT_A_TICKET_PUBLIC %}
+<div class="container">
-    <div class="container">
+    <div class="card card-register mx-auto mt-5">
-      <div class="card card-register mx-auto mt-5">
         <div class="card-header">{% trans "Submit a Ticket" %}</div>
         <div class="card-body">
-          <p>{% trans "Unless otherwise stated, all fields are required." %} {% trans "Please provide as descriptive a title and description as possible." %}</p>
+            {% include 'helpdesk/public_create_ticket_base.html' %}
-          <form method='post' action='./#submit' enctype='multipart/form-data'>
-            {{ form|bootstrap4form }}
-            <button type="submit" class="btn btn-primary btn-lg btn-block"><i class="fa fa-send"></i>&nbsp;{% trans "Submit Ticket" %}</button>
-          {% csrf_token %}</form>
         </div>
-      </div>
     </div>
-{% else %}
+</div>
-<h2>{% trans "Public ticket submission is disabled. Please contact the administrator for assistance." %}</h2>
+
-{% endif %}
 {% endblock %}

helpdesk/templates/helpdesk/public_create_ticket_base.html

@@ -0,0 +1,14 @@
+{% load i18n bootstrap4form %}
+{% load load_helpdesk_settings %}
+{% with request|load_helpdesk_settings as helpdesk_settings %}
+
+{% if helpdesk_settings.HELPDESK_SUBMIT_A_TICKET_PUBLIC %}
+<p>{% trans "Unless otherwise stated, all fields are required." %} {% trans "Please provide as descriptive a title and description as possible." %}</p>
+<form method='post' enctype='multipart/form-data'>
+    {{ form|bootstrap4form }}
+    <button type="submit" class="btn btn-primary btn-lg btn-block"><i class="fa fa-send"></i>&nbsp;{% trans "Submit Ticket" %}</button>
+    {% csrf_token %}</form>
+{% else %}
+<h2>{% trans "Public ticket submission is disabled. Please contact the administrator for assistance." %}</h2>
+{% endif %}
+{% endwith %}

helpdesk/templates/helpdesk/public_create_ticket_iframe.html

@@ -0,0 +1,11 @@
+{% load i18n %}
+{% load saved_queries %}
+<head>
+    {% include 'helpdesk/base-head.html' %}
+</head>
+
+<body>
+    {% block helpdesk_body %}
+    {% include 'helpdesk/public_create_ticket_base.html' %}
+    {% endblock %}
+</body>

helpdesk/templates/helpdesk/success_iframe.html

@@ -0,0 +1,4 @@
+{% load i18n %}
+<h1>
+{% trans "Ticket submitted successfully! We will reply via email as soon as we get the chance." %}
+</h1>

helpdesk/templates/helpdesk/ticket_cc_add.html

@@ -34,7 +34,7 @@
 
         <!-- Tab panes -->
         <div class="tab-content">
-            <div class="tab-pane fade in active" id="EmailCC">
+            <div class="tab-pane in active" id="EmailCC">
                 <h4>{% trans 'Add Email' %}</h4>
                 <form method='post' action='./'>
                     <fieldset>

helpdesk/templates/helpdesk/ticket_desc_table.html

@@ -37,8 +37,10 @@
                         </strong>{% endifequal %}
                         </td>
                         <th class="table-active">{% trans "Submitter E-Mail" %}</th>
-                        <td>{{ ticket.submitter_email }}
+                        <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 %}
+                                                         {% 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}}">
+                                <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 }}'>
                                 <button type="button" class="btn btn-warning btn-sm float-right"><i class="fas fa-eye-slash"></i></button></a></strong>{% endif %}
                         </td>
@@ -66,6 +68,12 @@
                         <th class="table-active">{% trans "Total time spent" %}</th>
                         <td>{{ ticket.time_spent_formated }}</td>
                     </tr>
+                    {% if ticket.kbitem %}
+                    <tr>
+                        <th class="table-active">{% trans "Knowlegebase item" %}</th>
+                        <td> <a href ="{{ticket.kbitem.query_url}}"> {{ticket.kbitem.title}} </a> </td>
+                    </tr>
+                    {% endif %}
                     <tr>
                         <th class="table-active">{% trans "Attachments" %}</th>
                         <td colspan="3">

helpdesk/templates/helpdesk/ticket_list.html

@@ -30,6 +30,116 @@
 {% block helpdesk_body %}
 {% load in_list %}
 
+<div class="card">
+    <div class="card-header">
+    <ul class="nav nav-tabs">
+        <li class="nav-item" style="width: 200px;">
+            {% trans "Query Results" %}: 
+        </li>
+        <li class="nav-item"">
+            <a class="nav-link active" href="#datatabletabcontents" id="datatabletabcontents-tab"  data-toggle="tab" role="tab" aria-controls="datatabletabcontents" aria-selected=true>
+            <i class="fas fa-th-list"></i>
+            {% trans "Table" %}
+            </a>
+        </li>
+        <li class="nav-item">
+            <a class="nav-link" href="#timelinetabcontents" id="timelinetabcontents-tab" data-toggle="tab" role="tab" aria-controls="timelinetabcontents" aria-selected=false>
+            <i class="fas fa-history"></i>
+             {% trans "Timeline" %}
+            </a>
+        </li>
+    </ul>
+    </div>
+    <div class="card-body">
+        {{ search_message|safe }}
+        <div class="tab-content" id="myTabContent">
+            <div class="tab-pane fade show active" id="datatabletabcontents" role="tabpanel" aria-labelledby="datatabletabcontents-tab">
+                <form method='post' action='{% url 'helpdesk:mass_update' %}' id="ticket_mass_update">
+                    <table width="100%" class="table table-sm table-striped table-bordered table-hover" id="ticketTable" data-page-length='{{ default_tickets_per_page }}'>
+                        <thead class="thead-light">
+                            <tr>
+                                <th>&nbsp;</th>
+                                <th>{% trans "Ticket" %}</th>
+                                <th>{% trans "Prority" %}</th>
+                                <th>{% trans "Queue" %}</th>
+                                <th>{% trans "Status" %}</th>
+                                <th>{% trans "Created" %}</th>
+                                <th>{% trans "Due Date" %}</th>
+                                <th>{% trans "Owner" %}</th>
+                                <th>{% trans "Submitter" %}</th>
+                                <th>{% trans "Time Spent" %}</th>
+                            </tr>
+                        </thead>
+                    </table>
+
+                    <p><label>{% trans "Select:" %} </label>
+
+                        <button id="select_all_btn" type="button" class="btn btn-primary btn-sm" />
+                        <i class="fas fa-check-circle"></i>&nbsp;{% trans "All" %}
+                </button>
+
+                <button id='select_none_btn' type="button" class="btn btn-primary btn-sm"><i class="fas fa-times-circle"></i>&nbsp;{% trans "None" %}</button>
+
+                <button id='select_inverse_btn' type="button" class="btn btn-primary btn-sm"><i class="fas fa-expand-arrows-alt"></i>&nbsp;{% trans "Invert" %}</button>
+                    </p>
+
+                    <p>
+                        <label for='id_mass_action'>{% trans "With Selected Tickets:" %}</label>
+                        <select name='action' id='id_mass_action'>
+                            <option value='take'>{% trans "Take (Assign to me)" %}</option>
+                            <option value='delete'>{% trans "Delete" %}</option>
+                            <optgroup label='{% trans "Close" %}'>
+                                <option value='close'>{% trans "Close (Don't Send E-Mail)" %}</option>
+                                <option value='close_public'>{% trans "Close (Send E-Mail)" %}</option>
+                            </optgroup>
+                            <optgroup label='{% trans "Assign To" %}'>
+                                <option value='unassign'>{% trans "Nobody (Unassign)" %}</option>
+                                {% for u in user_choices %}<option value='assign_{{ u.id }}'>{{ u.get_username }}</option>{% endfor %}
+                            </optgroup>
+                        </select>
+                        <button type="submit" class="btn btn-primary btn-sm"><i class="fas fa-arrow-circle-right"></i>&nbsp;{% trans "Go" %}</button>
+                    </p>
+                    {% csrf_token %}</form>
+
+            </div>
+            <div class="tab-pane fade" id="timelinetabcontents" role="tabpanel" aria-labelledby="timelinetabcontents-tab">
+                <div id='timeline-embed' style="width: 100%; height: 80vh"></div>
+                <!-- 1 -->
+                <link title="timeline-styles" rel="stylesheet" href="https://cdn.knightlab.com/libs/timeline3/latest/css/timeline.css">
+
+                <!-- 2 -->
+                <script src="https://cdn.knightlab.com/libs/timeline3/latest/js/timeline.js"></script>
+
+
+                <!-- 3 -->
+                <script type="text/javascript">
+                 // The TL.Timeline constructor takes at least two arguments:
+                 // the id of the Timeline container (no '#'), and
+                 // the URL to your JSON data file or Google spreadsheet.
+                 // the id must refer to an element "above" this code,
+                 // and the element must have CSS styling to give it width and height
+                 // optionally, a third argument with configuration options can be passed.
+                 // See below for more about options.
+                 var timeline_loaded = false;
+                 $(function () {
+                     $('#timelinetabcontents-tab').on('shown.bs.tab', function (e) {
+                         if(!timeline_loaded){
+                             timeline = new TL.Timeline(
+                                 'timeline-embed',
+                                 '{% url 'helpdesk:timeline_ticket_list' urlsafe_query %}'
+                            );
+                            timeline_loaded = true;
+                         }
+                 });
+                 })
+                </script>
+            </div>
+        </div>
+    </div>
+    <!-- /.panel-body -->
+</div>
+<!-- /.panel -->
+
 <div class="card mb-3">
     <div class="card-header">
         <i class="fas fa-hand-pointer"></i>
@@ -62,6 +172,7 @@
                             <option id="filterBuilderSelect-Status" value="Status">{% trans "Status" %}</option>
                             <option id="filterBuilderSelect-Keywords" value="Keywords">{% trans "Keywords" %}</option>
                             <option id="filterBuilderSelect-Dates" value="Dates">{% trans "Date Range" %}</option>
+                            <option id="filterBuilderSelect-KBItems" value="KBItems">{% trans "Knowledge base items" %}</option>
                         </select>
                     {% csrf_token %}
                     </form>
@@ -87,6 +198,9 @@
                             <li class="list-group-item filterBox{% if query_params.search_string %} filterBoxShow{% endif %}" id="filterBoxKeywords">
                         {% include './filters/keywords.html' %}
                             </li>
+                            <li class="list-group-item filterBox{% if query_params.filtering.kbitem__in %} filterBoxShow{% endif %}" id="filterBoxKBItems">
+                                {% include './filters/kbitems.html' %}
+                            </li>
                         </ul>
 
                         <input class="btn btn-primary btn-sm" type='submit' value='{% trans "Apply Filters" %}' />
@@ -162,64 +276,6 @@
 </div>
 <!-- end top card -->
 
-
-<div class="card mb-3">
-    <div class="card-header">
-        <i class="fas fa-table"></i>
-        {% trans "Query Results" %}
-    </div>
-    <div class="card-body">
-        {{ search_message|safe }}
-        <form method='post' action='{% url 'helpdesk:mass_update' %}' id="ticket_mass_update">
-            <table width="100%" class="table table-sm table-striped table-bordered table-hover" id="ticketTable" data-page-length='{{ default_tickets_per_page }}'>
-                <thead class="thead-light">
-                    <tr>
-                        <th>&nbsp;</th>
-                        <th>{% trans "Ticket" %}</th>
-                        <th>{% trans "Prority" %}</th>
-                        <th>{% trans "Queue" %}</th>
-                        <th>{% trans "Status" %}</th>
-                        <th>{% trans "Created" %}</th>
-                        <th>{% trans "Due Date" %}</th>
-                        <th>{% trans "Owner" %}</th>
-                        <th>{% trans "Time Spent" %}</th>
-                    </tr>
-                </thead>
-            </table>
-
-            <p><label>{% trans "Select:" %} </label>
-
-                <button id="select_all_btn" type="button" class="btn btn-primary btn-sm" />
-                <i class="fas fa-check-circle"></i>&nbsp;{% trans "All" %}
-                </button>
-
-                <button id='select_none_btn' type="button" class="btn btn-primary btn-sm"><i class="fas fa-times-circle"></i>&nbsp;{% trans "None" %}</button>
-
-                <button id='select_inverse_btn' type="button" class="btn btn-primary btn-sm"><i class="fas fa-expand-arrows-alt"></i>&nbsp;{% trans "Invert" %}</button>
-            </p>
-
-            <p>
-                <label for='id_mass_action'>{% trans "With Selected Tickets:" %}</label>
-                <select name='action' id='id_mass_action'>
-                    <option value='take'>{% trans "Take (Assign to me)" %}</option>
-                    <option value='delete'>{% trans "Delete" %}</option>
-                    <optgroup label='{% trans "Close" %}'>
-                        <option value='close'>{% trans "Close (Don't Send E-Mail)" %}</option>
-                        <option value='close_public'>{% trans "Close (Send E-Mail)" %}</option>
-                    </optgroup>
-                    <optgroup label='{% trans "Assign To" %}'>
-                        <option value='unassign'>{% trans "Nobody (Unassign)" %}</option>
-                        {% for u in user_choices %}<option value='assign_{{ u.id }}'>{{ u.get_username }}</option>{% endfor %}
-                    </optgroup>
-                </select>
-                <button type="submit" class="btn btn-primary btn-sm"><i class="fas fa-arrow-circle-right"></i>&nbsp;{% trans "Go" %}</button>
-            </p>
-        {% csrf_token %}</form>
-    </div>
-    <!-- /.panel-body -->
-</div>
-<!-- /.panel -->
-
 {% endblock %}
 
 
@@ -267,8 +323,8 @@
                   var name = data.split(" ")[1];
                   if (type === 'display')
                   {
-                      data = '<div class="tickettitle"><a href="' + get_url(row) + '" >' + 
+                      data = '<div class="tickettitle"><a href="' + get_url(row) + '" >' +
-                             row.id + '. ' + 
+                             row.id + '. ' +
                              row.title + '</a></div>';
                   }
                   return data
@@ -297,12 +353,13 @@
               "render": function(data, type, row, meta) {
                   if (data != "None") {
                       return data;
-                  } 
+                  }
                   else {
                       return "";
                   }
               }
              },
+             {"data": "submitter"},
              {"data": "time_spent"},
          ]
      });
@@ -345,6 +402,9 @@
      {% if query_params.search_string %}
      $("#filterBuilderSelect-Keywords")[0].disabled = "disabled";
      {% endif %}
+     {% if query_params.filtering.kbitem__in %}
+     $("#filterBuilderSelect-KBItems")[0].disabled = "disabled";
+     {% endif %}
  });
 
 {% for f in query_params.filtering %}

helpdesk/templates/helpdesk/ticket_list_table.html

@@ -1,18 +0,0 @@
-{% load i18n humanize %}
-
-<tbody>
-    {% for ticket in tickets %}
-    <tr class="{{ ticket.get_priority_css_class }}">
-        <th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.ticket }}</a></th>
-        <td><input type='checkbox' name='ticket_id' value='{{ ticket.id }}' class='ticket_multi_select' /></td>
-        <td>{{ ticket.priority }}|||||</td>
-        <th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.title }}</a></th>
-        <td>{{ ticket.queue }}</td>
-        <td>{{ ticket.get_status }}</td>
-        <td data-order='{{ ticket.created|date:"U" }}'><span title='{{ ticket.created|date:"r" }}'>{{ ticket.created|naturaltime }}</span></td>
-        <td data-order='{{ ticket.due_date|date:"U" }}'><span title='{{ ticket.due_date|date:"r" }}'>{{ ticket.due_date|naturaltime }}</span></td>
-        <td>{{ ticket.get_assigned_to }}</td>
-        <td>{{ ticket.time_spent_formated }}</td>
-    </tr>
-    {% endfor %}
-</tbody>

helpdesk/tests/test_attachments.py

@@ -94,7 +94,11 @@ class AttachmentUnitTests(TestCase):
             'content-type': 'text/utf8',
         }
         self.test_file = SimpleUploadedFile.from_dict(self.file_attrs)
-        self.follow_up = models.FollowUp(ticket=models.Ticket(queue=models.Queue()))
+        self.follow_up = models.FollowUp.objects.create(
+            ticket=models.Ticket.objects.create(
+                queue=models.Queue.objects.create()
+            )
+        )
 
     @mock.patch('helpdesk.lib.FollowUpAttachment', autospec=True)
     def test_unicode_attachment_filename(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
@@ -109,19 +113,16 @@ class AttachmentUnitTests(TestCase):
         )
         self.assertEqual(filename, self.file_attrs['filename'])
 
-    # TODO: FIXME: what's wrong with this test that we get integrity errors?
+    @mock.patch('helpdesk.lib.FollowUpAttachment', autospec=True)
-    # @mock.patch('helpdesk.lib.FollowUpAttachment', autospec=True)
+    def test_autofill(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
-    # def test_autofill(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
+        """ check utf-8 data is parsed correctly """
-    #     """ check utf-8 data is parsed correctly """
+        obj = models.FollowUpAttachment.objects.create(
-    #     self.follow_up.pk = 100
+            followup=self.follow_up,
-    #     self.follow_up.save()
+            file=self.test_file
-    #     obj = models.FollowUpAttachment.objects.create(
+        )
-    #         followup=self.follow_up,
+        self.assertEqual(obj.filename, self.file_attrs['filename'])
-    #         file=self.test_file
+        self.assertEqual(obj.size, len(self.file_attrs['content']))
-    #     )
+        self.assertEqual(obj.mime_type, "text/plain")
-    #     self.assertEqual(obj.filename, self.file_attrs['filename'])
-    #     self.assertEqual(obj.size, len(self.file_attrs['content']))
-    #     self.assertEqual(obj.mime_type, "text/plain")
 
     def test_kbi_attachment(self, mock_att_save, mock_queue_save, mock_ticket_save):
         """ check utf-8 data is parsed correctly """

helpdesk/tests/test_kb.py

@@ -0,0 +1,80 @@
+# -*- coding: utf-8 -*-
+from django.urls import reverse
+from django.test import TestCase
+
+from helpdesk.models import KBCategory, KBItem, Queue, Ticket
+
+from helpdesk.tests.helpers import (get_staff_user, reload_urlconf, User, create_ticket, print_response)
+
+
+class KBTests(TestCase):
+    def setUp(self):
+        self.queue = Queue.objects.create(
+            title="Test queue",
+            slug="test_queue",
+            allow_public_submission=True,
+        )
+        self.queue.save()
+        cat = KBCategory.objects.create(
+            title="Test Cat",
+            slug="test_cat",
+            description="This is a test category",
+            queue=self.queue,
+        )
+        cat.save()
+        self.kbitem1 = KBItem.objects.create(
+            category=cat,
+            title="KBItem 1",
+            question="What?",
+            answer="A KB Item",
+        )
+        self.kbitem1.save()
+        self.kbitem2 = KBItem.objects.create(
+            category=cat,
+            title="KBItem 2",
+            question="When?",
+            answer="Now",
+        )
+        self.kbitem2.save()
+        self.user = get_staff_user()
+
+    def test_kb_index(self):
+        response = self.client.get(reverse('helpdesk:kb_index'))
+        self.assertContains(response, 'This is a test category')
+
+    def test_kb_category(self):
+        response = self.client.get(reverse('helpdesk:kb_category', args=("test_cat", )))
+        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.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>')
+        self.assertContains(response, '0 open tickets')
+        ticket = Ticket.objects.create(
+            title="Test ticket",
+            queue=self.queue,
+            kbitem=self.kbitem1,
+        )
+        ticket.save()
+        response = self.client.get(reverse('helpdesk:kb_category', args=("test_cat",)))
+        self.assertContains(response, '1 open tickets')
+
+    def test_kb_vote(self):
+        self.client.login(username=self.user.get_username(), password='password')
+        response = self.client.get(reverse('helpdesk:kb_vote', args=(self.kbitem1.pk,)) + "?vote=up")
+        cat_url = reverse('helpdesk:kb_category', args=("test_cat",)) + "?kbitem=1"
+        self.assertRedirects(response, cat_url)
+        response = self.client.get(cat_url)
+        self.assertContains(response, '1 people found this answer useful of 1')
+        response = self.client.get(reverse('helpdesk:kb_vote', args=(self.kbitem1.pk,)) + "?vote=down")
+        self.assertRedirects(response, cat_url)
+        response = self.client.get(cat_url)
+        self.assertContains(response, '0 people found this answer useful of 1')
+
+    def test_kb_category_iframe(self):
+        cat_url = reverse('helpdesk:kb_category', args=("test_cat",)) + "?kbitem=1;submitter_email=foo@bar.cz;title=lol;"
+        response = self.client.get(cat_url)
+        # Assert that query params are passed on to ticket submit form
+        self.assertContains(response, "'/helpdesk/tickets/submit/?queue=1;_readonly_fields_=queue;kbitem=1;submitter_email=foo%40bar.cz&amp;title=lol")

helpdesk/tests/test_per_queue_staff_permission.py

@@ -6,7 +6,7 @@ from django.test.client import Client
 
 from helpdesk.models import Queue, Ticket
 from helpdesk import settings
-from helpdesk.query import get_query
+from helpdesk.query import __Query__
 from helpdesk.user import HelpdeskUser
 
 
@@ -166,7 +166,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
         for identifier in self.IDENTIFIERS:
             self.client.login(username='User_%d' % identifier, password=str(identifier))
             response = self.client.get(reverse('helpdesk:list'))
-            tickets = get_query(response.context['urlsafe_query'], HelpdeskUser(self.identifier_users[identifier]))
+            tickets = __Query__(HelpdeskUser(self.identifier_users[identifier]), base64query=response.context['urlsafe_query']).get()
             self.assertEqual(
                 len(tickets),
                 identifier * 2,
@@ -186,7 +186,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
         # Superuser
         self.client.login(username='superuser', password='superuser')
         response = self.client.get(reverse('helpdesk:list'))
-        tickets = get_query(response.context['urlsafe_query'], HelpdeskUser(self.superuser))
+        tickets = __Query__(HelpdeskUser(self.superuser), base64query=response.context['urlsafe_query']).get()
         self.assertEqual(
             len(tickets),
             6,

helpdesk/tests/test_ticket_submission.py

@@ -2,7 +2,7 @@
 import email
 import uuid
 
-from helpdesk.models import Queue, CustomField, FollowUp, Ticket, TicketCC
+from helpdesk.models import Queue, CustomField, FollowUp, Ticket, TicketCC, KBCategory, KBItem
 from django.test import TestCase
 from django.core import mail
 from django.core.exceptions import ObjectDoesNotExist
@@ -11,6 +11,7 @@ from django.test.client import Client
 from django.urls import reverse
 
 from helpdesk.email import object_from_message, create_ticket_cc
+from helpdesk.tests.helpers import print_response
 
 from urllib.parse import urlparse
 
@@ -139,6 +140,37 @@ class TicketBasicsTestCase(TestCase):
         # Ensure only two e-mails were sent - submitter & updated.
         self.assertEqual(email_count + 2, len(mail.outbox))
 
+    def test_create_ticket_public_no_loopback(self):
+        """
+        Don't send emails to the queue's own inbox. It'll create a loop.
+        """
+        email_count = len(mail.outbox)
+
+        self.queue_public.email_address = "queue@example.com"
+        self.queue_public.save()
+
+        post_data = {
+            'title': 'Test ticket title',
+            'queue': self.queue_public.id,
+            'submitter_email': 'queue@example.com',
+            'body': 'Test ticket body',
+            'priority': 3,
+        }
+
+        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        last_redirect = response.redirect_chain[-1]
+        last_redirect_url = last_redirect[0]
+        # last_redirect_status = last_redirect[1]
+
+        # Ensure we landed on the "View" page.
+        # Django 1.9 compatible way of testing this
+        # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
+        urlparts = urlparse(last_redirect_url)
+        self.assertEqual(urlparts.path, reverse('helpdesk:public_view'))
+
+        # Ensure submitter, new-queue + update-queue were all emailed.
+        self.assertEqual(email_count + 2, len(mail.outbox))
+
 
 class EmailInteractionsTestCase(TestCase):
     fixtures = ['emailtemplate.json']
@@ -976,3 +1008,24 @@ class EmailInteractionsTestCase(TestCase):
         # public_update_queue: +1
         expected_email_count += 1 + 2 + 1
         self.assertEqual(expected_email_count, len(mail.outbox))
+
+    def test_ticket_field_autofill(self):
+        cat = KBCategory.objects.create(
+            title="Test Cat",
+            slug="test_cat",
+            description="This is a test category",
+            queue=self.queue_public,
+        )
+        cat.save()
+        self.kbitem1 = KBItem.objects.create(
+            category=cat,
+            title="KBItem 1",
+            question="What?",
+            answer="A KB Item",
+        )
+        self.kbitem1.save()
+        cat_url = reverse('helpdesk:submit') + "?kbitem=1;submitter_email=foo@bar.cz;title=lol;"
+        response = self.client.get(cat_url)
+        self.assertContains(response, '<option value="1" selected>KBItem 1</option>')
+        self.assertContains(response, '<input type="email" name="submitter_email" value="foo@bar.cz" class="form-control form-control" required id="id_submitter_email">')
+        self.assertContains(response, '<input type="text" name="title" value="lol" class="form-control form-control" maxlength="100" required id="id_title">')

helpdesk/urls.py

@@ -151,6 +151,11 @@ urlpatterns = [
     url(r'^datatables_ticket_list/(?P<query>{})$'.format(base64_pattern),
         staff.datatables_ticket_list,
         name="datatables_ticket_list"),
+
+    url(r'^timeline_ticket_list/(?P<query>{})$'.format(base64_pattern),
+        staff.timeline_ticket_list,
+        name="timeline_ticket_list"),
+
 ]
 
 urlpatterns += [
@@ -162,6 +167,14 @@ urlpatterns += [
         public.create_ticket,
         name='submit'),
 
+    url(r'^tickets/submit_iframe/$',
+        public.CreateTicketIframeView.as_view(),
+        name='submit_iframe'),
+
+    url(r'^tickets/success_iframe/$',  # Ticket was submitted successfully
+        public.SuccessIframeView.as_view(),
+        name='success_iframe'),
+
     url(r'^view/$',
         public.view_ticket,
         name='public_view'),
@@ -223,17 +236,17 @@ if helpdesk_settings.HELPDESK_KB_ENABLED:
             kb.index,
             name='kb_index'),
 
-        url(r'^kb/(?P<item>[0-9]+)/$',
+        url(r'^kb/(?P<slug>[A-Za-z0-9_-]+)/$',
-            kb.item,
+            kb.category,
-            name='kb_item'),
+            name='kb_category'),
 
         url(r'^kb/(?P<item>[0-9]+)/vote/$',
             kb.vote,
             name='kb_vote'),
 
-        url(r'^kb/(?P<slug>[A-Za-z0-9_-]+)/$',
+        url(r'^kb_iframe/(?P<slug>[A-Za-z0-9_-]+)/$',
-            kb.category,
+            kb.category_iframe,
-            name='kb_category'),
+            name='kb_category_iframe'),
     ]
 
 urlpatterns += [

helpdesk/views/abstract_views.py

@@ -0,0 +1,36 @@
+from django.views.generic.edit import FormView
+
+from helpdesk.models import CustomField, KBItem, Queue
+
+
+class AbstractCreateTicketMixin():
+    def get_initial(self):
+        initial_data = {}
+        request = self.request
+        try:
+            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
+
+        query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
+        custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
+        query_param_fields += custom_fields
+        for qpf in query_param_fields:
+            initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
+
+        return initial_data
+
+    def get_form_kwargs(self, *args, **kwargs):
+        kwargs = super().get_form_kwargs(*args, **kwargs)
+        kbitem = self.request.GET.get(
+            'kbitem',
+            self.request.POST.get('kbitem', None),
+        )
+        if kbitem:
+            try:
+                kwargs['kbcategory'] = KBItem.objects.get(pk=int(kbitem)).category
+            except (ValueError, KBItem.DoesNotExist):
+                pass
+        return kwargs

helpdesk/views/kb.py

@@ -10,6 +10,7 @@ views/kb.py - Public-facing knowledgebase views. The knowledgebase is a
 
 from django.http import HttpResponseRedirect
 from django.shortcuts import render, get_object_or_404
+from django.views.decorators.clickjacking import xframe_options_exempt
 
 from helpdesk import settings as helpdesk_settings
 from helpdesk.models import KBCategory, KBItem
@@ -24,34 +25,57 @@ def index(request):
     })
 
 
-def category(request, slug):
+def category(request, slug, iframe=False):
     category = get_object_or_404(KBCategory, slug__iexact=slug)
     items = category.kbitem_set.all()
-    return render(request, 'helpdesk/kb_category.html', {
+    selected_item = request.GET.get('kbitem', None)
+    try:
+        selected_item = int(selected_item)
+    except TypeError:
+        pass
+    qparams = request.GET.copy()
+    try:
+        del qparams['kbitem']
+    except KeyError:
+        pass
+    template = 'helpdesk/kb_category.html'
+    if iframe:
+        template = 'helpdesk/kb_category_iframe.html'
+    staff = request.user.is_authenticated and request.user.is_staff
+    return render(request, template, {
         'category': category,
         'items': items,
+        'selected_item': selected_item,
+        'query_param_string': qparams.urlencode(),
         'helpdesk_settings': helpdesk_settings,
+        'iframe': iframe,
+        'staff': staff,
     })
 
 
-def item(request, item):
+@xframe_options_exempt
-    item = get_object_or_404(KBItem, pk=item)
+def category_iframe(request, slug):
-    return render(request, 'helpdesk/kb_item.html', {
+    return category(request, slug, iframe=True)
-        'category': item.category,
-        'item': item,
-        'helpdesk_settings': helpdesk_settings,
-    })
 
 
 def vote(request, item):
     item = get_object_or_404(KBItem, pk=item)
     vote = request.GET.get('vote', None)
-    if vote in ('up', 'down'):
+    if vote == 'up':
-        if request.user not in item.voted_by:
+        if not item.voted_by.filter(pk=request.user.pk):
-
             item.votes += 1
-            if vote == 'up':
+            item.voted_by.add(request.user.pk)
-                item.recommendations += 1
+            item.recommendations += 1
-            item.save()
+        if item.downvoted_by.filter(pk=request.user.pk):
-
+            item.votes -= 1
+            item.downvoted_by.remove(request.user.pk)
+    if vote == 'down':
+        if not item.downvoted_by.filter(pk=request.user.pk):
+            item.votes += 1
+            item.downvoted_by.add(request.user.pk)
+            item.recommendations -= 1
+        if item.voted_by.filter(pk=request.user.pk):
+            item.votes -= 1
+            item.voted_by.remove(request.user.pk)
+    item.save()
     return HttpResponseRedirect(item.get_absolute_url())

helpdesk/views/public.py

@@ -7,26 +7,24 @@ views/public.py - All public facing views, eg non-staff (no authentication
                   required) views.
 """
 from django.core.exceptions import ObjectDoesNotExist, PermissionDenied
-try:
+from django.urls import reverse
-    # Django 2.0+
-    from django.urls import reverse
-except ImportError:
-    # Django < 2
-    from django.core.urlresolvers import reverse
 from django.http import HttpResponseRedirect, HttpResponse
 from django.shortcuts import render
 from django.utils.http import urlquote
 from django.utils.translation import ugettext as _
 from django.conf import settings
+from django.views.decorators.clickjacking import xframe_options_exempt
+from django.views.decorators.csrf import csrf_exempt
 from django.views.generic.base import TemplateView
 from django.views.generic.edit import FormView
 
 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 Ticket, Queue, UserSettings, KBCategory
+from helpdesk.models import CustomField, Ticket, Queue, UserSettings, KBCategory, KBItem
 
 
 def create_ticket(request, *args, **kwargs):
@@ -36,8 +34,7 @@ def create_ticket(request, *args, **kwargs):
         return CreateTicketView.as_view()(request, *args, **kwargs)
 
 
-class CreateTicketView(FormView):
+class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
-    template_name = 'helpdesk/public_create_ticket.html'
     form_class = PublicTicketForm
 
     def dispatch(self, *args, **kwargs):
@@ -57,42 +54,29 @@ class CreateTicketView(FormView):
                 return HttpResponseRedirect(reverse('helpdesk:dashboard'))
         return super().dispatch(*args, **kwargs)
 
-    def get_context_data(self, **kwargs):
-        context = super().get_context_data(**kwargs)
-        context['kb_categories'] = KBCategory.objects.all()
-        return context
-
     def get_initial(self):
         request = self.request
-        initial_data = {}
+        initial_data = super().get_initial()
-        try:
-            queue = Queue.objects.get(slug=request.GET.get('queue', None))
-        except Queue.DoesNotExist:
-            queue = None
 
         # add pre-defined data for public ticket
         if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE'):
             # get the requested queue; return an error if queue not found
             try:
-                queue = Queue.objects.get(slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE)
+                initial_data['queue'] = Queue.objects.get(slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE).id
             except Queue.DoesNotExist:
                 return HttpResponse(status=500)
         if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY'):
             initial_data['priority'] = settings.HELPDESK_PUBLIC_TICKET_PRIORITY
         if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_DUE_DATE'):
             initial_data['due_date'] = settings.HELPDESK_PUBLIC_TICKET_DUE_DATE
-
-        if queue:
-            initial_data['queue'] = queue.id
-
-        if request.user.is_authenticated and request.user.email:
-            initial_data['submitter_email'] = request.user.email
-
-        query_param_fields = ['submitter_email', 'title', 'body']
-        for qpf in query_param_fields:
-            initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
         return initial_data
 
+    def get_form_kwargs(self, *args, **kwargs):
+        kwargs = super().get_form_kwargs(*args, **kwargs)
+        kwargs['hidden_fields'] = self.request.GET.get('_hide_fields_', '').split(',')
+        kwargs['readonly_fields'] = self.request.GET.get('_readonly_fields_', '').split(',')
+        return kwargs
+
     def form_valid(self, form):
         request = self.request
         if text_is_spam(form.cleaned_data['body'], request):
@@ -115,9 +99,39 @@ class CreateTicketView(FormView):
         request = self.request
 
 
+class CreateTicketIframeView(BaseCreateTicketView):
+    template_name = 'helpdesk/public_create_ticket_iframe.html'
+
+    @csrf_exempt
+    @xframe_options_exempt
+    def dispatch(self, *args, **kwargs):
+        return super().dispatch(*args, **kwargs)
+
+    def form_valid(self, form):
+        if super().form_valid(form).status_code == 302:
+            return HttpResponseRedirect(reverse('helpdesk:success_iframe'))
+
+
+class SuccessIframeView(TemplateView):
+    template_name = 'helpdesk/success_iframe.html'
+
+    @xframe_options_exempt
+    def dispatch(self, *args, **kwargs):
+        return super().dispatch(*args, **kwargs)
+
+
+class CreateTicketView(BaseCreateTicketView):
+    template_name = 'helpdesk/public_create_ticket.html'
+
+
 class Homepage(CreateTicketView):
     template_name = 'helpdesk/public_homepage.html'
 
+    def get_context_data(self, **kwargs):
+        context = super().get_context_data(**kwargs)
+        context['kb_categories'] = KBCategory.objects.all()
+        return context
+
 
 def search_for_ticket(request, error_message=None):
     if hasattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC') and settings.HELPDESK_VIEW_A_TICKET_PUBLIC:

helpdesk/views/staff.py

@@ -27,18 +27,14 @@ from django.utils import timezone
 from django.views.generic.edit import FormView, UpdateView
 
 from helpdesk.query import (
+    get_query_class,
     query_to_dict,
-    get_query,
-    apply_query,
-    query_tickets_by_args,
     query_to_base64,
     query_from_base64,
 )
 
 from helpdesk.user import HelpdeskUser
 
-from helpdesk.serializers import DatatablesTicketSerializer
-
 from helpdesk.decorators import (
     helpdesk_staff_member_required, helpdesk_superuser_required,
     is_helpdesk_staff
@@ -56,9 +52,10 @@ from helpdesk.lib import (
 )
 from helpdesk.models import (
     Ticket, Queue, FollowUp, TicketChange, PreSetReply, FollowUpAttachment, SavedSearch,
-    IgnoreEmail, TicketCC, TicketDependency, UserSettings,
+    IgnoreEmail, TicketCC, TicketDependency, UserSettings, KBItem,
 )
 from helpdesk import settings as helpdesk_settings
+import helpdesk.views.abstract_views as abstract_views
 from helpdesk.views.permissions import MustBeStaffMixin
 from ..lib import format_time_spent
 
@@ -71,6 +68,7 @@ import re
 
 
 User = get_user_model()
+Query = get_query_class()
 
 if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
     # treat 'normal' users like 'staff'
@@ -805,7 +803,9 @@ def ticket_list(request):
         'search_string': '',
     }
     default_query_params = {
-        'filtering': {'status__in': [1, 2, 3]},
+        'filtering': {
+            'status__in': [1, 2, 3],
+        },
         'sorting': 'created',
         'search_string': '',
         'sortreverse': False,
@@ -852,7 +852,7 @@ def ticket_list(request):
 
     if saved_query:
         pass
-    elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse'}.intersection(request.GET):
+    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)
@@ -861,6 +861,7 @@ def ticket_list(request):
             ('queue', 'queue__id__in'),
             ('assigned_to', 'assigned_to__id__in'),
             ('status', 'status__in'),
+            ('kbitem', 'kbitem__in'),
         ]
 
         for param, filter_command in filter_in_params:
@@ -887,7 +888,7 @@ def ticket_list(request):
 
         # SORTING
         sort = request.GET.get('sort', None)
-        if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
+        if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority', 'kbitem'):
             sort = 'created'
         query_params['sorting'] = sort
 
@@ -896,7 +897,7 @@ def ticket_list(request):
 
     urlsafe_query = query_to_base64(query_params)
 
-    get_query(urlsafe_query, huser)
+    Query(huser, base64query=urlsafe_query).refresh_query()
 
     user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True))
 
@@ -910,12 +911,15 @@ def ticket_list(request):
             '<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
             'Django Documentation on string matching in SQLite</a>.')
 
+    kbitem_choices = [(item.pk, item.title) for item in KBItem.objects.all()]
+
     return render(request, 'helpdesk/ticket_list.html', dict(
         context,
         default_tickets_per_page=request.user.usersettings_helpdesk.tickets_per_page,
         user_choices=User.objects.filter(is_active=True, is_staff=True),
         queue_choices=huser.get_queues(),
         status_choices=Ticket.STATUS_CHOICES,
+        kbitem_choices=kbitem_choices,
         urlsafe_query=urlsafe_query,
         user_saved_queries=user_saved_queries,
         query_params=query_params,
@@ -964,17 +968,18 @@ def datatables_ticket_list(request, query):
     on the table. query_tickets_by_args is at lib.py, DatatablesTicketSerializer is in
     serializers.py. The serializers and this view use django-rest_framework methods
     """
-    objects = get_query(query, HelpdeskUser(request.user))
+    query = Query(HelpdeskUser(request.user), base64query=query)
-    model_object = query_tickets_by_args(objects, '-date_created', **request.query_params)
+    result = query.get_datatables_context(**request.query_params)
-    serializer = DatatablesTicketSerializer(model_object['items'], many=True)
-    result = dict()
-    result['data'] = serializer.data
-    result['draw'] = model_object['draw']
-    result['recordsTotal'] = model_object['total']
-    result['recordsFiltered'] = model_object['count']
     return (JsonResponse(result, status=status.HTTP_200_OK))
 
 
+@helpdesk_staff_member_required
+@api_view(['GET'])
+def timeline_ticket_list(request, query):
+    query = Query(HelpdeskUser(request.user), base64query=query)
+    return (JsonResponse(query.get_timeline_context(), status=status.HTTP_200_OK))
+
+
 @helpdesk_staff_member_required
 def edit_ticket(request, ticket_id):
     ticket = get_object_or_404(Ticket, id=ticket_id)
@@ -994,17 +999,12 @@ def edit_ticket(request, ticket_id):
 edit_ticket = staff_member_required(edit_ticket)
 
 
-class CreateTicketView(MustBeStaffMixin, FormView):
+class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixin, FormView):
     template_name = 'helpdesk/create_ticket.html'
     form_class = TicketForm
 
     def get_initial(self):
-        initial_data = {}
+        initial_data = super().get_initial()
-        request = self.request
-        if request.user.usersettings_helpdesk.use_email_as_submitter and request.user.email:
-            initial_data['submitter_email'] = request.user.email
-        if 'queue' in request.GET:
-            initial_data['queue'] = request.GET['queue']
         return initial_data
 
     def get_form_kwargs(self):