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Conflicts:
	helpdesk/lib.py
	helpdesk/management/commands/get_email.py
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Evan Borgstrom 2012-01-24 14:49:17 -05:00
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6
docs/install.rst
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@ -56,11 +56,7 @@ Adding To Your Django Project
./manage.py syncdb
If you're wise enough to use South, the first migration will need to be a fake::
./manage.py migrate helpdesk 0001 --fake
After the initial migration, all others are done in the usual way::
Then migrate using South
./manage.py migrate helpdesk

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docs/settings.rst
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@ -1,6 +1,14 @@
Settings
========
First, django-helpdesk needs ``django.core.context_processors.request`` activated, so in your ``settings.py`` add::
from django.conf import global_settings
TEMPLATE_CONTEXT_PROCESSORS = (
global_settings.TEMPLATE_CONTEXT_PROCESSORS +
('django.core.context_processors.request',)
)
The following settings can be changed in your ``settings.py`` file to help change the way django-helpdesk operates.
HELPDESK_DEFAULT_SETTINGS

386
helpdesk/fixtures/initial_data.json
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@ -574,5 +574,389 @@
"subject": "(Aktualisiert)",
"locale": "de"
}
},
{
"pk": 49,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket Assign\u00e9",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel indicatif permet de vous pr\u00e9venir que le ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) par {{ ticket.submitter_email }} {% if ticket.assigned_to %}a \u00e9t\u00e9 assign\u00e9 \u00e0 {{ ticket.assigned_to }}{% else %} n'est plus assign\u00e9 \u00e0 personne{% endif %}.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nCe courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") par {{ ticket.submitter_email }} {% if ticket.assigned_to %} a \u00e9t\u00e9 assign\u00e9 \u00e0 {{ ticket.assigned_to }}{% else %} n'est plus assign\u00e9 \u00e0 personne{% endif %}.\r\n\r\nIdentifiant\u00a0: {{ ticket.ticket }}\r\nFile d'attente\u00a0: {{ queue.title }}\r\nTitre\u00a0: {{ ticket.title }}\r\nOuvert le\u00a0: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par\u00a0: {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9\u00a0: {{ ticket.get_priority_display }}\r\nStatut\u00a0: {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0\u00a0: {{ ticket.get_assigned_to }}\r\nAdresse\u00a0: {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait\u00a0:\r\n\r\n{{ ticket.description }}\r\n\r\n",
"subject": "(Assign\u00e9)",
"template_name": "assigned_cc"
}
},
{
"pk": 50,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Le ticket vous est assign\u00e9",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel indicatif permet de vous pr\u00e9venir que le ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) pour {{ ticket.submitter_email }} <b>vous</b> a \u00e9t\u00e9 assign\u00e9.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nCe courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") pour {{ ticket.submitter_email }} vous a \u00e9t\u00e9 assign\u00e9.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}",
"subject": "(Pour vous)",
"template_name": "assigned_owner"
}
},
{
"pk": 51,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket Ferm\u00e9",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Le ticket <i>{{ ticket.title }}</i> ('{{ ticket.title }}'){% if ticket.assigned_to %}, assign\u00e9 \u00e0 {{ ticket.get_assigned_to }}{% endif %} a \u00e9t\u00e9 ferm\u00e9.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La motivation de r\u00e9solution est:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nLe ticket {{ ticket.title }} (\"{{ ticket.title }}\"){% if ticket.assigned_to %}, assign\u00e9 \u00e0 {{ ticket.assigned_to }}{% endif %} a \u00e9t\u00e9 ferm\u00e9.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}\r\n\r\nLa motivation de r\u00e9solution est:\r\n\r\n{{ resolution }}\r\n\r\n",
"subject": "(Ferm\u00e9)",
"template_name": "closed_cc"
}
},
{
"pk": 52,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket Ferm\u00e9",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\nLe ticket suivant qui vous est actuellement assign\u00e9 a \u00e9t\u00e9 ferm\u00e9.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La motivation de r\u00e9solution est:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nLe ticket suivant qui vous est actuellement assign\u00e9 a \u00e9t\u00e9 ferm\u00e9.\r\n\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }} (authentification obligatoire)\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}\r\n\r\nLa motivation de r\u00e9solution est:\r\n\r\n{{ resolution }}",
"subject": "(Ferm\u00e9 - \u00e0 vous)",
"template_name": "closed_owner"
}
},
{
"pk": 53,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket Ferm\u00e9",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Vous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est <i>{{ ticket.title }}</i>. Ce courriel vous confirme que ce ticket a \u00e9t\u00e9 ferm\u00e9.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;>\"La r\u00e9solution a \u00e9t\u00e9 motiv\u00e9e ainsi&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Vous pouvez visualiser ce ticket en ligne, en vous rendant \u00e0 l'adresse <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Si vous pensez que nous devons encore travailler sur ce probl\u00e8me, faites le nous savoir en r\u00e9pondant \u00e0 ce courriel en conservant le sujet tel-quel..</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nVous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est \"{{ ticket.title }}\". Ce courriel vous confirme que ce ticket a \u00e9t\u00e9 ferm\u00e9.\r\n\r\nSi vous pensez que nous devons encore travailler sur ce probl\u00e8me, faites le nous savoir en r\u00e9pondant \u00e0 ce courriel en conservant le sujet tel-quel.\r\n\r\nVous pouvez visualiser ce ticket en ligne, en vous rendant \u00e0 l'adresse {{ ticket.ticket_url }}.\r\n\r\nLa r\u00e9solution a \u00e9t\u00e9 motiv\u00e9e ainsi\u00a0:\r\n\r\n{{ ticket.resolution }}\r\n\r\n",
"subject": "(Ferm\u00e9)",
"template_name": "closed_submitter"
}
},
{
"pk": 54,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Priorit\u00e9 du ticket augment\u00e9e",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel indicatif permet de vous pr\u00e9venir que le ticket <i>{{ ticket.ticket }}</i> ('{{ ticket.title }}') a vu sa priorit\u00e9 augment\u00e9 de mani\u00e8re automatique.</p>\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nCe courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") a vu sa priorit\u00e9 augment\u00e9 de mani\u00e8re automatique.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}\r\n",
"subject": "(Priorit\u00e9 augment\u00e9e)",
"template_name": "escalated_cc"
}
},
{
"pk": 55,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Votre ticket a vu sa priorit\u00e9 augment\u00e9e",
"html": "<p style=\"font-family: sans-serif; font-size: 11pt;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 11pt;\">Vous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est <i>{{ ticket.title }}</i> . Ce courriel vous informe que ce ticket a vu sa priorit\u00e9 augment\u00e9 de mani\u00e8re automatique, vu son d\u00e9lai de r\u00e9solution plus long que pr\u00e9vu.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 11pt;\">Nous allons reprendre rapidement ce ticket afin d'essayer de le r\u00e9soudre le plus vite possible.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 11pt;\">Vous pouvez visualiser ce ticket en ligne, en vous rendant \u00e0 l'adresse <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\n\r\nVous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est \"{{ ticket.title }}\". Ce courriel vous informe que ce ticket a vu sa priorit\u00e9 augment\u00e9 de mani\u00e8re automatique, vu son d\u00e9lai de r\u00e9solution plus long que pr\u00e9vu.\r\n\r\nNous allons reprendre rapidement ce ticket afin d'essayer de le r\u00e9soudre le plus vite possible.\r\n\r\nVous pouvez visualiser ce ticket en ligne, en vous rendant \u00e0 l'adresse {{ ticket.ticket_url }}.\r\n\r\n",
"subject": "(Priorit\u00e9 augment\u00e9e)",
"template_name": "escalated_submitter"
}
},
{
"pk": 56,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Priorit\u00e9 de votre ticket augment\u00e9e",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Un ticket qui vous est assign\u00e9 a vu sa priorit\u00e9 augment\u00e9 vu son d\u00e9lai de r\u00e9solution plus long que pr\u00e9vu.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Merci de reprendre ce ticket afin d'essayer de le r\u00e9soudre le plus vite possible..</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nUn ticket qui vous est assign\u00e9 a vu sa priorit\u00e9 augment\u00e9 vu son d\u00e9lai de r\u00e9solution plus long que pr\u00e9vu.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}\r\n\r\nMerci de reprendre ce ticket afin d'essayer de le r\u00e9soudre le plus vite possible.\r\n",
"subject": "(Priorit\u00e9 augment\u00e9e - \u00e0 vous)",
"template_name": "escalated_owner"
}
},
{
"pk": 57,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Nouveau ticket ouvert",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel indicatif permet de vous pr\u00e9venir qu'un nouveau ticket a \u00e9t\u00e9 ouvert.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Description&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nCe courriel indicatif permet de vous pr\u00e9venir qu'un nouveau ticket a \u00e9t\u00e9 ouvert.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nDescription\u00a0:\r\n{{ ticket.description }}\r\n\r\n",
"subject": "(Ouvert)",
"template_name": "newticket_cc"
}
},
{
"pk": 58,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Votre ticket est d\u00e9sormais ouvert",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel permet de vous informer que nous avons re\u00e7u votre demande de support dont le sujet est <i>{{ ticket.title }}</i>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;>\"Vous n'avez rien de plus \u00e0 faire pour le moment. Votre ticket porte l'identifiant <b>{{ ticket.ticket }}</b> et sera trait\u00e9 rapidement.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Si vous voulez nous donner plus de d\u00e9tails ou si vous avez une question concernant ce ticket, merci d'inclure la r\u00e9f\u00e9rence <b>{{ ticket.ticket }}</b> dans le sujet du message. Le plus simple \u00e9tant d'utiliser la fonction 'r\u00e9pondre' de votre logiciel de messagerie.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Vous pouvez visualiser ce ticket en ligne et y ajouter des informations ou des pi\u00e8ces jointes ainsi que voir les derni\u00e8res mies \u00e0 jour en vous rendant \u00e0 l'adresse <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Nous allons traiter votre demande afin, si possible, de la r\u00e9soudre au plus vite. Vous recevrez des mise \u00e0 jour ou la r\u00e9ponse au ticket \u00e0 cette adresse mail.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nCe courriel permet de vous informer que nous avons re\u00e7u votre demande de support dont le sujet est \"{{ ticket.title }}\".\r\n\r\nVous n'avez rien de plus \u00e0 faire pour le moment. Votre ticket porte l'identifiant {{ ticket.ticket }} et sera trait\u00e9 rapidement.\r\n\r\nSi vous voulez nous donner plus de d\u00e9tails ou si vous avez une question concernant ce ticket, merci d'inclure la r\u00e9f\u00e9rence '{{ ticket.ticket }}' dans le sujet du message. Le plus simple \u00e9tant d'utiliser la fonction 'r\u00e9pondre' de votre logiciel de messagerie.\r\n\r\nVous pouvez visualiser ce ticket en ligne et y ajouter des informations ou des pi\u00e8ces jointes ainsi que voir les derni\u00e8res mies \u00e0 jour en vous rendant \u00e0 l'adresse {{ ticket.ticket_url }}.\r\n\r\nNous allons traiter votre demande afin, si possible, de la r\u00e9soudre au plus vite. Vous recevrez des mise \u00e0 jour ou la r\u00e9ponse au ticket \u00e0 cette adresse mail.",
"subject": "(Ouvert)",
"template_name": "newticket_submitter"
}
},
{
"pk": 59,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket r\u00e9solu",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Le ticket suivant a \u00e9t\u00e9 r\u00e9solu.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La motivation de r\u00e9solution est:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\nCette information a \u00e9t\u00e9 envoy\u00e9 au cr\u00e9ateur de ce ticket, qui la confirmera avant que vous puissiez fermer ce ticket.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nLe ticket suivant a \u00e9t\u00e9 r\u00e9solu.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}\r\n\r\nLa motivation de r\u00e9solution est:\r\n\r\n{{ resolution }}\r\n\r\nCette information a \u00e9t\u00e9 envoy\u00e9 au cr\u00e9ateur de ce ticket, qui la confirmera avant que vous puissiez fermer ce ticket.\r\n\r\n",
"subject": "(R\u00e9solu)",
"template_name": "resolved_cc"
}
},
{
"pk": 60,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket r\u00e9solu",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Un ticket qui vous est assign\u00e9 a \u00e9t\u00e9 r\u00e9solu.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La motivation de r\u00e9solution est:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\nCette information a \u00e9t\u00e9 envoy\u00e9 au cr\u00e9ateur de ce ticket, qui la confirmera avant que vous puissiez fermer ce ticket.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nUn ticket qui vous est assign\u00e9 a \u00e9t\u00e9 r\u00e9solu.\r\n\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nLa description originelle \u00e9tait :\r\n\r\n{{ ticket.description }}\r\n\r\nLa motivation de r\u00e9solution est:\r\n\r\n{{ resolution }}\r\n\r\nCette information a \u00e9t\u00e9 envoy\u00e9 au cr\u00e9ateur de ce ticket, qui la confirmera avant que vous puissiez fermer ce ticket.\r\n\r\n",
"subject": "(R\u00e9solu - \u00e0 vous)",
"template_name": "resolved_owner"
}
},
{
"pk": 61,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Votre ticket a \u00e9t\u00e9 r\u00e9solu",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Vous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est <i>{{ ticket.title }}</i>. Ce message vous informe d'une r\u00e9solution de la demande.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La solution suivante a \u00e9t\u00e9 donn\u00e9e au ticket <b>{{ ticket.ticket }}</b>:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Merci de confirmer que cette solution vous convient afin que nous puissions clore le ticket. Si vous avez d'autre demandes, o\u00f9 si vous pensez que cette solution n'est pas adapt\u00e9e, merci de r\u00e9pondre \u00e0 ce mail en conservant le sujet tel-quel.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Vous pouvez visualiser ce ticket en ligne, en vous rendant \u00e0 l'adresse <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nVous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est \"{{ ticket.title }}\" . Ce message vous informe d'une r\u00e9solution de la demande.\r\n\r\nLa solution suivante a \u00e9t\u00e9 donn\u00e9e au ticket {{ ticket.ticket }}:\r\n\r\n{{ resolution }}\r\n\r\nMerci de confirmer que cette solution vous convient afin que nous puissions clore le ticket. Si vous avez d'autre demandes, o\u00f9 si vous pensez que cette solution n'est pas adapt\u00e9e, merci de r\u00e9pondre \u00e0 ce mail en conservant le sujet tel-quel.\r\n\r\nVous pouvez visualiser ce ticket en ligne, en vous rendant \u00e0 l'adresse {{ ticket.ticket_url }}.\r\n\r\n",
"subject": "(R\u00e9solu)",
"template_name": "resolved_submitter"
}
},
{
"pk": 62,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket mis \u00e0 jour",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") par {{ ticket.submitter_email }} a \u00e9t\u00e9 mis \u00e0 jour.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Le commentaire suivant a \u00e9t\u00e9 ajout\u00e9 :</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">Cette information {% if private %} n' a pas {% else %} a {% endif %} \u00e9t\u00e9 envoy\u00e9 par mail \u00e0 l'\u00e9metteur.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nCe courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") par {{ ticket.submitter_email }} a \u00e9t\u00e9 mis \u00e0 jour.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nDescription originelle :\r\n\r\n{{ ticket.description }}\r\n\r\nLe commentaire suivant a \u00e9t\u00e9 ajout\u00e9\u00a0:\r\n\r\n{{ comment }}\r\n\r\nCette information {% if private %} n' a pas {% else %} a {% endif %} \u00e9t\u00e9 envoy\u00e9 par mail \u00e0 l'\u00e9metteur.\r\n\r\n",
"subject": "(Mis \u00e0 jour)",
"template_name": "updated_cc"
}
},
{
"pk": 63,
"model": "helpdesk.emailtemplate",
"fields": {
"heading": "Ticket mis \u00e0 jour",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ce courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") par {{ ticket.submitter_email }}, qui vous est assign\u00e9, a \u00e9t\u00e9 mis \u00e0 jour.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>File d'attente</b>&nbsp;: {{ ticket.ticket }}<br>\r\n<b>Queue</b>&nbsp;: {{ queue.title }}<br>\r\n<b>Titre</b>&nbsp;: {{ ticket.title }}<br>\r\n<b>Ouvert le</b>&nbsp;: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Soumis par</b>&nbsp;: {{ ticket.submitter_email|default:\"Unknown\" }}<br>\r\n<b>Priorit\u00e9</b>&nbsp;: {{ ticket.get_priority_display }}<br>\r\n<b>Statut</b>&nbsp;: {{ ticket.get_status }}<br>\r\n<b>Assign\u00e9 \u00e0</b>&nbsp;: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Voir le ticket en ligne</a></b> pour le mettre \u00e0 jour (apr\u00e8s authentification)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pour m\u00e9moire, la description originelle \u00e9tait&nbsp;:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Le commentaire suivant a \u00e9t\u00e9 ajout\u00e9 :</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">Cette information {% if private %} n' a pas {% else %} a {% endif %} \u00e9t\u00e9 envoy\u00e9 par mail \u00e0 l'\u00e9metteur.</p>",
"locale": "fr",
"plain_text": "Hello,\r\n\r\nCe courriel indicatif permet de vous pr\u00e9venir que le ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") par {{ ticket.submitter_email }}, qui vous est assign\u00e9, a \u00e9t\u00e9 mis \u00e0 jour.\r\n\r\nIdentifiant : {{ ticket.ticket }}\r\nFile d'attente : {{ queue.title }}\r\nTitre : {{ ticket.title }}\r\nOuvert le : {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nSoumis par : {{ ticket.submitter_email|default:\"Unknown\" }}\r\nPriorit\u00e9 : {{ ticket.get_priority_display }}\r\nStatut : {{ ticket.get_status }}\r\nAssign\u00e9 \u00e0 : {{ ticket.get_assigned_to }}\r\nAdresse : {{ ticket.staff_url }}\r\n\r\nDescription originelle :\r\n\r\n{{ ticket.description }}\r\n\r\nLe commentaire suivant a \u00e9t\u00e9 ajout\u00e9 :\r\n\r\n{{ comment }}\r\n\r\nCette information {% if private %} n' a pas {% else %} a {% endif %} \u00e9t\u00e9 envoy\u00e9 par mail \u00e0 l'\u00e9metteur.\r\n\r\n",
"subject": "(Mis \u00e0 jour - \u00e0 vous)",
"template_name": "updated_owner"
}
},
{
"model": "helpdesk.emailtemplate",
"pk": 64,
"fields": {
"heading": "Votre ticket a \u00e9t\u00e9 mis \u00e0 jour",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Bonjour,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Vous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est <i>{{ ticket.title }}</i> . Ce message vous informe d'une mise \u00e0 jour du ticket.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Le commentaire suivant a \u00e9t\u00e9 ajout\u00e9 au ticket <b>{{ ticket.ticket }}</b>:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;>\"Si vous voulez nous fournir d'autres informations, merci de r\u00e9pondre \u00e0 ce mail en conservant le sujet tel-quel. Vous pouvez \u00e9galement voir et mettre \u00e0 jour ce ticket en ligne \u00e0 l'adresse <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>",
"locale": "fr",
"plain_text": "Bonjour,\r\n\r\nVous avez r\u00e9cemment ouvert chez nous un ticket dont le sujet est \"{{ ticket.title }}\". Ce message vous informe d'une mise \u00e0 jour du ticket.\r\n\r\nLe commentaire suivant a \u00e9t\u00e9 ajout\u00e9 au ticket {{ ticket.ticket }}\u00a0:\r\n\r\n{{ comment }}\r\n\r\nSi vous voulez nous fournir d'autres informations, merci de r\u00e9pondre \u00e0 ce mail en conservant le sujet tel-quel. Vous pouvez \u00e9galement voir et mettre \u00e0 jour ce ticket en ligne \u00e0 l'adresse {{ ticket.ticket_url }}",
"subject": "(Mis \u00e0 jour)",
"template_name": "updated_submitter"
}
},
{
"pk": 65,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "assigned_cc",
"plain_text": "Salve,\r\n\r\nTi \u00e8 stata inviata questa email per informarti che il ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") per {{ ticket.submitter_email }} {% if ticket.assigned_to %}\u00e8 stato assegnato a {{ ticket.assigned_to }}{% else %}non \u00e8 pi\u00f9 assegnato{% endif %}.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione del ticket era:\r\n\r\n{{ ticket.description }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ti \u00e8 stata inviata questa email per informarti che il ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) per {{ ticket.submitter_email }} {% if ticket.assigned_to %}\u00e8 stato assegnato a {{ ticket.assigned_to }}{% else %}non \u00e8 pi\u00f9 assegnato{% endif %}.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Per riferimento, la descrizione del ticket era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"heading": "Ticket Assegnato",
"subject": "(Assegnato)"
}
},
{
"pk": 66,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "assigned_owner",
"plain_text": "Salve,\r\n\r\nTi \u00e8 stata inviata questa email per informarti che ti \u00e8 stato assegnato il ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") per {{ ticket.submitter_email }}.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione del ticket \u00e8:\r\n\r\n{{ ticket.description }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ti \u00e8 stata inviata questa email per informarti che ti \u00e8 stato assegnato il ticket <a href=\"{{ ticket.staff_url }}\"><b>{{ ticket.ticket }}</b></a> (<em>{{ ticket.title }}</em>) per {{ ticket.submitter_email }}.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La descrizione del ticket \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"heading": "Ticket Assegnato A Te",
"subject": "(Assegnato a Te)"
}
},
{
"pk": 67,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "closed_cc",
"plain_text": "Salve,\r\n\r\nIl ticket {{ ticket.title }} (\"{{ ticket.title }}\"){% if ticket.assigned_to %}, assegnato a {{ ticket.assigned_to }}{% endif %} \u00e8 stato chiuso.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione del ticket \u00e8:\r\n\r\n{{ ticket.description }}\r\n\r\nLa risoluzione fornita \u00e8:\r\n\r\n{{ resolution }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Il ticket <i>{{ ticket.title }}</i> ('{{ ticket.title }}'){% if ticket.assigned_to %}, assegnato a {{ ticket.get_assigned_to }}{% endif %} \u00e8 stato chiuso.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La descrizione del ticket \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione fornita \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Se vuoi vedere questo ticket online, puoi visitare l'indirizzo <a href='{{ ticket.staff_url }}'>{{ ticket.staff_url }}</a>.</p>",
"heading": "Ticket Chiuso",
"subject": "(Closed)"
}
},
{
"pk": 68,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "closed_owner",
"plain_text": "Salve,\r\n\r\nIl ticket seguente, correntemente a te assegnato, \u00e8 stato chiuso.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nSe vuoi vedere il ticket online, puoi visitare l'indirizzo {{ ticket.staff_url }}.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Il ticket seguente, correntemente a te assegnato, \u00e8 stato chiuso.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La descrizione del ticket \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione fornita \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>",
"heading": "Ticket Chiuso",
"subject": "(Chiuso)"
}
},
{
"pk": 69,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "closed_submitter",
"plain_text": "Salve,\r\n\r\nHai recentemente inserito un ticket dall'oggetto \"{{ ticket.title }}\". Questa email ti \u00e8 inviata come conferma della chiusura del ticket.\r\n\r\nSe credi che ci sia bisogno di ulteriore lavoro per questo ticket, per cortesia faccelo sapere rispondendo a questa email mantenendone invariato l'oggetto.\r\n\r\nSe vuoi vedere il ticket online, puoi visitare l'indirizzo {{ ticket.ticket_url }}.\r\n\r\nLa risoluzione fornita \u00e8:\r\n\r\n{{ ticket.resolution }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Hai recentemente inserito un ticket dall'oggetto <i>{{ ticket.title }}</i>. Questa email ti \u00e8 inviata come conferma della chiusura del ticket..</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione fornita \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Se vuoi vedere il ticket online, puoi visitare l'indirizzo <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>. Se credi che ci sia bisogno di ulteriore lavoro per questo ticket, per cortesia faccelo sapere rispondendo a questa email mantenendone invariato l'oggetto.\r\n</p>",
"heading": "Ticket Chiuso",
"subject": "(Closed)"
}
},
{
"pk": 70,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "escalated_cc",
"plain_text": "Salve,\r\n\r\nTi \u00e8 stata inviata questa email per informarti che la priorit\u00e0 del ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") \u00e8 stata aumentata automaticamente.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione originale del ticket era:\r\n\r\n{{ ticket.description }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ti \u00e8 stata inviata questa email per informarti che la priorit\u00e0 del ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") \u00e8 stata aumentata automaticamente.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Per riferimento, la descrizione originale del ticket era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"heading": "Priorit\u00e0 Aumentata",
"subject": "(Priorit\u00e0)"
}
},
{
"pk": 71,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "escalated_owner",
"plain_text": "Salve,\r\n\r\nLa priorit\u00e0 di un ticket a te assegnato \u00e8 stata automaticamente aumentata in quanto questo \u00e8 stato aperto pi\u00f9 del previsto.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione originale del ticket era:\r\n\r\n{{ ticket.description }}\r\n\r\nEsamina questo ticket e cerca di fornire una soluzione al pi\u00f9 presto.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La priorit\u00e0 di un ticket a te assegnato \u00e8 stata automaticamente aumentata in quanto questo \u00e8 stato aperto pi\u00f9 del previsto.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Per riferimento, la descrizione originale del ticket era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"heading": "La Priorit\u00e0 Di Un Ticket A Te Assegnato \u00e8 Stata Aumentata",
"subject": "(Priorit\u00e0)"
}
},
{
"pk": 72,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "escalated_submitter",
"plain_text": "Salve,\r\n\r\nHai recentemente inserito un ticket dall'oggetto \"{{ ticket.title }}\". Questa email ti \u00e8 inviata per informarti che la priorit\u00e0 del ticket \u00e8 stata automaticamente alzata in quanto questo \u00e8 stato aperto pi\u00f9 a lungo del previsto.\r\n\r\nEsamineremo a breve il ticket e cercheremo di fornire una risoluzione quanto prima.\r\n\r\nSe vuoi visitare il ticket online, puoi visitare l'indirizzo {{ ticket.ticket_url }}.",
"html": "<p style=\"font-family: sans-serif; font-size: 11pt;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 11pt;\">Hai recentemente inserito un ticket dall'oggetto <i>{{ ticket.title }}</i>. Questa email ti \u00e8 inviata per informarti che la priorit\u00e0 del ticket \u00e8 stata automaticamente alzata in quanto questo \u00e8 stato aperto pi\u00f9 a lungo del previsto.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 11pt;\">Esamineremo a breve il ticket e cercheremo di fornire una risoluzione quanto prima.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 11pt;\">Se vuoi visitare il ticket online, puoi visitare l'indirizzo <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>",
"heading": "La Priorit\u00e0 Del Tuo Ticket \u00e8 Stata Aumentata",
"subject": "(Priorit\u00e0)"
}
},
{
"pk": 73,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "newticket_cc",
"plain_text": "Salve,\r\n\r\nQuesta email ti \u00e8 stata inviata per informarti che un nuovo ticket \u00e8 stato aperto.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nDescrizione:\r\n{{ ticket.description }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Questa email ti \u00e8 stata inviata per informarti che un nuovo ticket \u00e8 stato aperto.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Descrizione:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>",
"heading": "Nuovo Ticket Aperto",
"subject": "(Aperto)"
}
},
{
"pk": 74,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "newticket_submitter",
"plain_text": "Salve,\r\n\r\nQuesta email ti \u00e8 stata inviata per informarti che abbiamo ricevuto la tua richiesta di helpdesk dall'oggetto \"{{ ticket.title }}\". \r\n\r\nNon \u00e8 necessario fare altro al momento. Al tuo ticket \u00e8 stato assegnato l'identificativo {{ ticket.ticket }} e verr\u00e0 presto esaminato.\r\n\r\nSe vuoi aggiungere ulteriori dettagli o hai domande sul ticket, rispondi a questa email includendo l'id \"{{ ticket.ticket }}\" del ticket nell'oggetto. Il modo pi\u00f9 semplice per farlo \u00e8 di premere il pulsante \"rispondi\" del tuo client di posta.\r\n\r\nSe vuoi vedere questo ticket online per aggiungere ulteriori informazioni, allegare file o vedere gli aggiornamenti, puoi visitare l'indirizzo {{ ticket.ticket_url }}.\r\n\r\nAnalizzeremo la tua richiesta e cercheremo di risolverla quanto prima. Riceverai successivi aggiornamenti e la notifica di risoluzione a questo indirizzo email.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Questa email ti \u00e8 stata inviata per informarti che abbiamo ricevuto la tua richiesta di helpdesk dall'oggetto <i>{{ ticket.title }}</i>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Non \u00e8 necessario fare altro al momento. Al tuo ticket \u00e8 stato assegnato l'identificativo <b>{{ ticket.ticket }}</b> e verr\u00e0 presto esaminato.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Se vuoi aggiungere ulteriori dettagli o hai domande sul ticket, rispondi a questa email includendo l'id <b>{{ ticket.ticket}}</b> del ticket nell'oggetto. Il modo pi\u00f9 semplice per farlo \u00e8 di premere il pulsante \"rispondi\" del tuo client di posta.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Se vuoi vedere questo ticket online per aggiungere ulteriori informazioni, allegare file o vedere gli aggiornamenti, puoi visitare l'indirizzo <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Analizzeremo la tua richiesta e cercheremo di risolverla quanto prima. Riceverai successivi aggiornamenti e la notifica di risoluzione a questo indirizzo email.</p>",
"heading": "Il Tuo Ticket \u00e8 Stato Aperto",
"subject": "(Aperto)"
}
},
{
"pk": 75,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "resolved_cc",
"plain_text": "Salve,\r\n\r\nIl seguente ticket \u00e8 stato risolto:\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione del ticket \u00e8:\r\n\r\n{{ ticket.description }}\r\n\r\nLa risoluzione fornita \u00e8:\r\n\r\n{{ ticket.resolution }}\r\n\r\nLa risoluzione \u00e8 stata inviata al proprietario del ticket, che dovr\u00e0 verificarla prima che il ticket possa essere chiuso.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Il seguente ticket \u00e8 stato risolto:</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Per riferimento, la descrizione originale del ticket era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione aggiunta era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione \u00e8 stata inviata al proprietario del ticket, che dovr\u00e0 verificarla prima che il ticket possa essere chiuso.</p>",
"heading": "Ticket Risolto",
"subject": "(Risolto)"
}
},
{
"pk": 76,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "resolved_owner",
"plain_text": "Salve,\r\n\r\nun ticket a te assegnato \u00e8 stato risolto.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nLa descrizione del ticket \u00e8:\r\n\r\n{{ ticket.description }}\r\n\r\nLa risoluzione fornita \u00e8:\r\n\r\n{{ ticket.resolution }}\r\n\r\nLa risoluzione \u00e8 stata inviata al proprietario del ticket, che dovr\u00e0 verificarla prima che il ticket possa essere chiuso.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Un ticket a te assegnato \u00e8 stato risolto.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La descrizione del ticket \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione fornita \u00e8:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La risoluzione \u00e8 stata inviata al proprietario del ticket, che dovr\u00e0 verificarla prima che il ticket possa essere chiuso.</p>",
"heading": "Ticket Risolto",
"subject": "(Risolto)"
}
},
{
"pk": 77,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "resolved_submitter",
"plain_text": "Salve,\r\n\r\nHai recentemente inserito un ticket dall'oggetto \"{{ ticket.title }}\". Questa email vi \u00e8 stata inviata per informarvi della risoluzione del ticket.\r\n\r\nLa seguente risoluzione \u00e8 stata inserita al ticket {{ ticket.ticket }}:\r\n\r\n{{ resolution }}\r\n\r\nPu\u00f2 per cortesia confermare che questa risoluzione risolve i vostri problemi in modo tale da poter chiudere il ticket? Se ha ulteriori domande, o non crede che la risoluzione adottata \u00e8 adeguata, risponda a questa email mantenendo invariato l'oggetto.\r\n\r\nSe vuole vedere il ticket online, pu\u00f2 visitare l'indirizzo {{ ticket.ticket_url }}",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Hello,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Hai recentemente inserito un ticket dall'oggetto <i>{{ ticket.title }}</i>. Questa email vi \u00e8 stata inviata per informarvi della risoluzione del ticket.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">La seguente risoluzione \u00e8 stata inserita al ticket <b>{{ ticket.ticket }}</b>:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ resolution }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Pu\u00f2 per cortesia confermare che questa risoluzione risolve i vostri problemi in modo tale da poter chiudere il ticket? Se ha ulteriori domande, o non crede che la risoluzione adottata \u00e8 adeguata, risponda a questa email mantenendo invariato l'oggetto.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Se vuole vedere il ticket online, pu\u00f2 visitare l'indirizzo <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>",
"heading": "Il Tuo Ticket \u00e8 Stato Risolto",
"subject": "(Risolto)"
}
},
{
"pk": 78,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "updated_cc",
"plain_text": "Salve,\r\n\r\nQuesta email ti \u00e8 stata inviata per informarti che il ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") per {{ ticket.submitter_email }} \u00e8 stato aggiornato.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nDescrizione originale:\r\n\r\n{{ ticket.description }}\r\n\r\nIl seguente commento \u00e8 stato aggiunto:\r\n\r\n{{ comment }}\r\n\r\nQuesta informazione{% if private %} non{% endif %} \u00e8 stata inviata al proprietario del ticket.\r\n\r\nSe vuoi vedere il ticket online, puoi visitare l'indirizzo {{ ticket.staff_url }}.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Questa email ti \u00e8 stata inviata per informarti che il ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") per {{ ticket.submitter_email }} \u00e8 stato aggiornato.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Per riferimento, la descrizione originale era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Il seguente commento \u00e8 stato aggiunto:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">Questa informazione{% if private %} non{% endif %} \u00e8 stata inviata al proprietario del ticket.</p>",
"heading": "Ticket Aggiornato",
"subject": "(Aggiornato)"
}
},
{
"pk": 79,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "updated_owner",
"plain_text": "Salve,\r\n\r\nTi \u00e8 stata inviata questa email per informavi che il ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") per {{ ticket.submitter_email }}, a te assegnato, \u00e8 stato aggiornato.\r\n\r\nID Ticket: {{ ticket.ticket }}\r\nCoda: {{ queue.title }}\r\nTitolo: {{ ticket.title }}\r\nAperto: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}\r\nInserito da: {{ ticket.submitter_email|default:\"Sconosciuto\" }}\r\nPriorit\u00e0: {{ ticket.get_priority_display }}\r\nStato: {{ ticket.get_status }}\r\nAssegnato a: {{ ticket.get_assigned_to }}\r\nVedi Online: {{ ticket.staff_url }} (richiesto login)\r\n\r\nDescrizione originale:\r\n\r\n{{ ticket.description }}\r\n\r\nIl seguente commento \u00e8 stato aggiunto:\r\n\r\n{{ comment }}\r\n\r\nQuesta informazione{% if private %} non{% endif %} \u00e8 stata inviata al proprietario del ticket.\r\n\r\nSe vuoi vedere il ticket online, puoi visitare l'indirizzo {{ ticket.staff_url }}.",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Ti \u00e8 stata inviata questa email per informavi che il ticket {{ ticket.ticket }} (\"{{ ticket.title }}\") per {{ ticket.submitter_email }}, a te assegnato, \u00e8 stato aggiornato.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">\r\n<b>Ticket ID</b>: {{ ticket.ticket }}<br>\r\n<b>Coda</b>: {{ queue.title }}<br>\r\n<b>Titolo</b>: {{ ticket.title }}<br>\r\n<b>Aperto</b>: {{ ticket.created|date:\"l N jS Y, \\a\\t P\" }}<br>\r\n<b>Inserito da</b>: {{ ticket.submitter_email|default:\"Sconosciuto\" }}<br>\r\n<b>Priorit\u00e0</b>: {{ ticket.get_priority_display }}<br>\r\n<b>Stato</b>: {{ ticket.get_status }}<br>\r\n<b>Assegnato a</b>: {{ ticket.get_assigned_to }}<br>\r\n<b><a href='{{ ticket.staff_url }}'>Vedi Online</a></b> per aggiornare questo ticket (richiesto login)</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Per riferimento, la descrizione originale del ticket era:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ ticket.description }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Il seguente commento \u00e8 stato aggiunto:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: Tahoma, Arial, sans-serif; font-size: 11pt;\">Questa informazione{% if private %} non{% endif %} \u00e8 stata inviata al proprietario del ticket.</p>",
"heading": "Ticket Aggiornato",
"subject": "(Updated)"
}
},
{
"pk": 80,
"model": "helpdesk.emailtemplate",
"fields": {
"locale": "it",
"template_name": "updated_submitter",
"plain_text": "Salve,\r\n\r\nHai recentemente inserito un ticket dall'oggetto \"{{ ticket.title }}\". Questa email ti \u00e8 stata inviata per informarti di un aggiornamento riguardo il ticket suddetto.\r\n\r\nIl seguente commento \u00e8 stato aggiunto al ticket {{ ticket.ticket }}:\r\n\r\n{{ comment }}\r\n\r\nSe c'\u00e8 bisogno di fornire informazioni aggiuntive, risponda a questa email mantenendone l'oggetto invariato. In alternativa, \u00e8 possibile vedere ed aggiornare il ticket online visitando l'indirizzo {{ ticket.ticket_url }}\r\n",
"html": "<p style=\"font-family: sans-serif; font-size: 1em;\">Salve,</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Hai recentemente inserito un ticket dall'oggetto <i>{{ ticket.title }}</i>. Questa email ti \u00e8 stata inviata per informarti di un aggiornamento riguardo il ticket suddetto.</p>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Il seguente commento \u00e8 stato aggiunto al ticket <b>{{ ticket.ticket }}</b>:</p>\r\n\r\n<blockquote style=\"font-family: sans-serif; font-size: 1em;\">{{ comment }}</blockquote>\r\n\r\n<p style=\"font-family: sans-serif; font-size: 1em;\">Se c'\u00e8 bisogno di fornire informazioni aggiuntive, risponda a questa email mantenendone l'oggetto invariato. In alternativa, \u00e8 possibile vedere ed aggiornare il ticket online visitando l'indirizzo <a href=\"{{ ticket.ticket_url }}\">{{ ticket.ticket_url }}</a>.</p>",
"heading": "Il Tuo Ticket \u00e8 Stato Aggiornato",
"subject": "(Aggiornato)"
}
}
]
]

65
helpdesk/forms.py
View File

@ -11,13 +11,15 @@ from datetime import datetime
from StringIO import StringIO
from django import forms
from django.forms import extras
from django.conf import settings
from django.contrib.auth.models import User
from django.utils.translation import ugettext as _
from helpdesk.lib import send_templated_mail
from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency
from helpdesk.settings import HAS_TAG_SUPPORT
from helpdesk import settings as helpdesk_settings
class EditTicketForm(forms.ModelForm):
class Meta:
@ -57,7 +59,10 @@ class EditTicketForm(forms.ModelForm):
instanceargs['max_digits'] = field.max_length
elif field.data_type == 'list':
fieldclass = forms.ChoiceField
instanceargs['choices'] = field.choices_as_array
choices = field.choices_as_array
if field.empty_selection_list:
choices.insert(0, ('','---------' ) )
instanceargs['choices'] = choices
elif field.data_type == 'boolean':
fieldclass = forms.BooleanField
elif field.data_type == 'date':
@ -113,19 +118,20 @@ class TicketForm(forms.Form):
title = forms.CharField(
max_length=100,
required=True,
widget=forms.TextInput(),
widget=forms.TextInput(attrs={'size':'60'}),
label=_('Summary of the problem'),
)
submitter_email = forms.EmailField(
required=False,
label=_('Submitter E-Mail Address'),
widget=forms.TextInput(attrs={'size':'60'}),
help_text=_('This e-mail address will receive copies of all public '
'updates to this ticket.'),
)
body = forms.CharField(
widget=forms.Textarea(),
widget=forms.Textarea(attrs={'cols': 47, 'rows': 15}),
label=_('Description of Issue'),
required=True,
)
@ -147,6 +153,19 @@ class TicketForm(forms.Form):
'as \'3\'.'),
)
due_date = forms.DateTimeField(
widget=extras.SelectDateWidget,
required=False,
label=_('Due on'),
)
def clean_due_date(self):
data = self.cleaned_data['due_date']
#TODO: add Google calendar update hook
#if not hasattr(self, 'instance') or self.instance.due_date != new_data:
# print "you changed!"
return data
attachment = forms.FileField(
required=False,
label=_('Attach File'),
@ -190,11 +209,15 @@ class TicketForm(forms.Form):
instanceargs['max_digits'] = field.max_length
elif field.data_type == 'list':
fieldclass = forms.ChoiceField
instanceargs['choices'] = field.choices_as_array
choices = field.choices_as_array
if field.empty_selection_list:
choices.insert(0, ('','---------' ) )
instanceargs['choices'] = choices
elif field.data_type == 'boolean':
fieldclass = forms.BooleanField
elif field.data_type == 'date':
fieldclass = forms.DateField
instanceargs['widget'] = extras.SelectDateWidget
elif field.data_type == 'time':
fieldclass = forms.TimeField
elif field.data_type == 'datetime':
@ -225,6 +248,7 @@ class TicketForm(forms.Form):
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
if HAS_TAG_SUPPORT:
@ -280,11 +304,8 @@ class TicketForm(forms.Form):
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = {
'ticket': t,
'queue': q,
'comment': f.comment,
}
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
@ -370,6 +391,12 @@ class PublicTicketForm(forms.Form):
help_text=_('Please select a priority carefully.'),
)
due_date = forms.DateTimeField(
widget=extras.SelectDateWidget,
required=False,
label=_('Due on'),
)
attachment = forms.FileField(
required=False,
label=_('Attach File'),
@ -402,9 +429,9 @@ class PublicTicketForm(forms.Form):
instanceargs['max_digits'] = field.max_length
elif field.data_type == 'list':
fieldclass = forms.ChoiceField
choices = []
for line in field.list_values.split("\n"):
choices.append((line, line))
choices = field.choices_as_array
if field.empty_selection_list:
choices.insert(0, ('','---------' ) )
instanceargs['choices'] = choices
elif field.data_type == 'boolean':
fieldclass = forms.BooleanField
@ -440,6 +467,7 @@ class PublicTicketForm(forms.Form):
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
t.save()
@ -482,10 +510,7 @@ class PublicTicketForm(forms.Form):
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append(a.file.path)
context = {
'ticket': t,
'queue': q,
}
context = safe_template_context(t)
messages_sent_to = []
@ -569,7 +594,11 @@ class EmailIgnoreForm(forms.ModelForm):
class TicketCCForm(forms.ModelForm):
def __init__(self, *args, **kwargs):
super(TicketCCForm, self).__init__(*args, **kwargs)
self.fields['user'].queryset = User.objects.filter(is_active=True).order_by('username')
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
else:
users = User.objects.filter(is_active=True).order_by('username')
self.fields['user'].queryset = users
class Meta:
model = TicketCC
exclude = ('ticket',)

27
helpdesk/lib.py
View File

@ -17,6 +17,9 @@ try:
except ImportError:
from base64 import decodestring as b64decode
import logging
logger = logging.getLogger('helpdesk')
from django.utils.encoding import smart_str
def send_templated_mail(template_name, email_context, recipients, sender=None, bcc=None, fail_silently=False, files=None):
@ -55,13 +58,11 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
context = Context(email_context)
# XXX: context['queue'] seems to able to be provided as either
# a dict or a Queue object, handle both & fallback to 'en'
if isinstance(context['queue'], dict):
locale = context['queue'].get('locale', 'en')
elif hasattr(context['queue'], 'locale'):
locale = context['queue'].locale
if hasattr(context['queue'], 'locale'):
locale = getattr(context['queue'], 'locale', '')
else:
locale = context['queue'].get('locale', 'en')
if not locale:
locale = 'en'
t = None
@ -74,6 +75,8 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
try:
t = EmailTemplate.objects.get(template_name__iexact=template_name, locale__isnull=True)
except EmailTemplate.DoesNotExist:
logger.warning('template "%s" does not exist, no mail sent' %
template_name)
return # just ignore if template doesn't exist
if not sender:
@ -104,7 +107,7 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
"{{ ticket.ticket }} {{ ticket.title|safe }} %s" % t.subject
).render(context)
if type(recipients) == str:
if isinstance(recipients,(str,unicode)):
if recipients.find(','):
recipients = recipients.split(',')
elif type(recipients) != list:
@ -170,10 +173,12 @@ def apply_query(queryset, params):
# eg a Q() set
queryset = queryset.filter(params['other_filter'])
if params.get('sorting', None):
if params.get('sortreverse', None):
params['sorting'] = "-%s" % params['sorting']
queryset = queryset.order_by(params['sorting'])
sorting = params.get('sorting', None)
if not sorting:
sortreverse = params.get('sortreverse', None)
if sortreverse:
sorting = "-%s" % sorting
queryset = queryset.order_by(sorting)
return queryset

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9
helpdesk/management/commands/escalate_tickets.py
View File

@ -13,12 +13,12 @@ import getopt
from optparse import make_option
import sys
from django.core.management.base import BaseCommand
from django.core.management.base import BaseCommand, CommandError
from django.db.models import Q
from django.utils.translation import ugettext as _
from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
from helpdesk.lib import send_templated_mail
from helpdesk.lib import send_templated_mail, safe_template_context
class Command(BaseCommand):
@ -99,10 +99,7 @@ def escalate_tickets(queues, verbose):
t.priority -= 1
t.save()
context = {
'ticket': t,
'queue': q,
}
context = safe_template_context(t)
if t.submitter_email:
send_templated_mail(

146
helpdesk/management/commands/get_email.py
View File

@ -25,8 +25,9 @@ from django.core.files.base import ContentFile
from django.core.management.base import BaseCommand
from django.db.models import Q
from django.utils.translation import ugettext as _
from django.conf import settings
from helpdesk.lib import send_templated_mail
from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
@ -75,18 +76,22 @@ def process_email(quiet=False):
def process_queue(q, quiet=False):
if not quiet:
print "Processing: %s" % q
if q.email_box_type == 'pop3':
if q.email_box_ssl:
email_box_type = settings.QUEUE_EMAIL_BOX_TYPE if settings.QUEUE_EMAIL_BOX_TYPE else q.email_box_type
if email_box_type == 'pop3':
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if not q.email_box_port: q.email_box_port = 995
server = poplib.POP3_SSL(q.email_box_host, int(q.email_box_port))
server = poplib.POP3_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
else:
if not q.email_box_port: q.email_box_port = 110
server = poplib.POP3(q.email_box_host, int(q.email_box_port))
server = poplib.POP3(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
server.getwelcome()
server.user(q.email_box_user)
server.pass_(q.email_box_pass)
server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
messagesInfo = server.list()[1]
@ -102,15 +107,15 @@ def process_queue(q, quiet=False):
server.quit()
elif q.email_box_type == 'imap':
if q.email_box_ssl:
elif email_box_type == 'imap':
if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
if not q.email_box_port: q.email_box_port = 993
server = imaplib.IMAP4_SSL(q.email_box_host, int(q.email_box_port))
server = imaplib.IMAP4_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
else:
if not q.email_box_port: q.email_box_port = 143
server = imaplib.IMAP4(q.email_box_host, int(q.email_box_port))
server = imaplib.IMAP4(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
server.login(q.email_box_user, q.email_box_pass)
server.login(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER, q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
server.select(q.email_box_imap_folder)
status, data = server.search(None, 'NOT', 'DELETED')
@ -246,6 +251,61 @@ def ticket_from_message(message, queue, quiet):
t.status = Ticket.REOPENED_STATUS
t.save()
context = safe_template_context(t)
if new:
if sender_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
else:
if t.status == Ticket.REOPENED_STATUS:
update = _(' (Reopened)')
else:
update = _(' (Updated)')
if t.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
f = FollowUp(
ticket = t,
title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
@ -278,68 +338,6 @@ def ticket_from_message(message, queue, quiet):
if not quiet:
print " - %s" % filename
context = {
'ticket': t,
'queue': queue,
}
if new:
if sender_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
else:
context.update(comment=f.comment)
if t.status == Ticket.REOPENED_STATUS:
update = _(' (Reopened)')
else:
update = _(' (Updated)')
if t.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
return t

228
helpdesk/migrations/0004_auto__add_field_ticket_due_date.py Normal file
View File

@ -0,0 +1,228 @@
# encoding: utf-8
import datetime
from south.db import db
from south.v2 import SchemaMigration
from django.db import models
class Migration(SchemaMigration):
def forwards(self, orm):
# Adding field 'Ticket.due_date'
db.add_column('helpdesk_ticket', 'due_date', self.gf('django.db.models.fields.DateTimeField')(null=True, blank=True), keep_default=False)
def backwards(self, orm):
# Deleting field 'Ticket.due_date'
db.delete_column('helpdesk_ticket', 'due_date')
models = {
'auth.group': {
'Meta': {'object_name': 'Group'},
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'name': ('django.db.models.fields.CharField', [], {'unique': 'True', 'max_length': '80'}),
'permissions': ('django.db.models.fields.related.ManyToManyField', [], {'to': "orm['auth.Permission']", 'symmetrical': 'False', 'blank': 'True'})
},
'auth.permission': {
'Meta': {'ordering': "('content_type__app_label', 'content_type__model', 'codename')", 'unique_together': "(('content_type', 'codename'),)", 'object_name': 'Permission'},
'codename': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'content_type': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['contenttypes.ContentType']"}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'name': ('django.db.models.fields.CharField', [], {'max_length': '50'})
},
'auth.user': {
'Meta': {'object_name': 'User'},
'date_joined': ('django.db.models.fields.DateTimeField', [], {'default': 'datetime.datetime.now'}),
'email': ('django.db.models.fields.EmailField', [], {'max_length': '75', 'blank': 'True'}),
'first_name': ('django.db.models.fields.CharField', [], {'max_length': '30', 'blank': 'True'}),
'groups': ('django.db.models.fields.related.ManyToManyField', [], {'to': "orm['auth.Group']", 'symmetrical': 'False', 'blank': 'True'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'is_active': ('django.db.models.fields.BooleanField', [], {'default': 'True'}),
'is_staff': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'is_superuser': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'last_login': ('django.db.models.fields.DateTimeField', [], {'default': 'datetime.datetime.now'}),
'last_name': ('django.db.models.fields.CharField', [], {'max_length': '30', 'blank': 'True'}),
'password': ('django.db.models.fields.CharField', [], {'max_length': '128'}),
'user_permissions': ('django.db.models.fields.related.ManyToManyField', [], {'to': "orm['auth.Permission']", 'symmetrical': 'False', 'blank': 'True'}),
'username': ('django.db.models.fields.CharField', [], {'unique': 'True', 'max_length': '30'})
},
'contenttypes.contenttype': {
'Meta': {'ordering': "('name',)", 'unique_together': "(('app_label', 'model'),)", 'object_name': 'ContentType', 'db_table': "'django_content_type'"},
'app_label': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'model': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'name': ('django.db.models.fields.CharField', [], {'max_length': '100'})
},
'helpdesk.attachment': {
'Meta': {'ordering': "['filename']", 'object_name': 'Attachment'},
'file': ('django.db.models.fields.files.FileField', [], {'max_length': '100'}),
'filename': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'followup': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.FollowUp']"}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'mime_type': ('django.db.models.fields.CharField', [], {'max_length': '30'}),
'size': ('django.db.models.fields.IntegerField', [], {})
},
'helpdesk.customfield': {
'Meta': {'object_name': 'CustomField'},
'data_type': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'decimal_places': ('django.db.models.fields.IntegerField', [], {'null': 'True', 'blank': 'True'}),
'empty_selection_list': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'help_text': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'label': ('django.db.models.fields.CharField', [], {'max_length': "'30'"}),
'list_values': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'max_length': ('django.db.models.fields.IntegerField', [], {'null': 'True', 'blank': 'True'}),
'name': ('django.db.models.fields.SlugField', [], {'unique': 'True', 'max_length': '50', 'db_index': 'True'}),
'ordering': ('django.db.models.fields.IntegerField', [], {'null': 'True', 'blank': 'True'}),
'required': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'staff_only': ('django.db.models.fields.BooleanField', [], {'default': 'False'})
},
'helpdesk.emailtemplate': {
'Meta': {'ordering': "['template_name', 'locale']", 'object_name': 'EmailTemplate'},
'heading': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'html': ('django.db.models.fields.TextField', [], {}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'locale': ('django.db.models.fields.CharField', [], {'max_length': '10', 'null': 'True', 'blank': 'True'}),
'plain_text': ('django.db.models.fields.TextField', [], {}),
'subject': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'template_name': ('django.db.models.fields.CharField', [], {'max_length': '100'})
},
'helpdesk.escalationexclusion': {
'Meta': {'object_name': 'EscalationExclusion'},
'date': ('django.db.models.fields.DateField', [], {}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'name': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'queues': ('django.db.models.fields.related.ManyToManyField', [], {'symmetrical': 'False', 'to': "orm['helpdesk.Queue']", 'null': 'True', 'blank': 'True'})
},
'helpdesk.followup': {
'Meta': {'ordering': "['date']", 'object_name': 'FollowUp'},
'comment': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'date': ('django.db.models.fields.DateTimeField', [], {'default': 'datetime.datetime(2012, 1, 20, 12, 19, 46, 778593)'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'new_status': ('django.db.models.fields.IntegerField', [], {'null': 'True', 'blank': 'True'}),
'public': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'ticket': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.Ticket']"}),
'title': ('django.db.models.fields.CharField', [], {'max_length': '200', 'null': 'True', 'blank': 'True'}),
'user': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['auth.User']", 'null': 'True', 'blank': 'True'})
},
'helpdesk.ignoreemail': {
'Meta': {'object_name': 'IgnoreEmail'},
'date': ('django.db.models.fields.DateField', [], {'blank': 'True'}),
'email_address': ('django.db.models.fields.CharField', [], {'max_length': '150'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'keep_in_mailbox': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'name': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'queues': ('django.db.models.fields.related.ManyToManyField', [], {'symmetrical': 'False', 'to': "orm['helpdesk.Queue']", 'null': 'True', 'blank': 'True'})
},
'helpdesk.kbcategory': {
'Meta': {'ordering': "['title']", 'object_name': 'KBCategory'},
'description': ('django.db.models.fields.TextField', [], {}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'slug': ('django.db.models.fields.SlugField', [], {'max_length': '50', 'db_index': 'True'}),
'title': ('django.db.models.fields.CharField', [], {'max_length': '100'})
},
'helpdesk.kbitem': {
'Meta': {'ordering': "['title']", 'object_name': 'KBItem'},
'answer': ('django.db.models.fields.TextField', [], {}),
'category': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.KBCategory']"}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'last_updated': ('django.db.models.fields.DateTimeField', [], {'blank': 'True'}),
'question': ('django.db.models.fields.TextField', [], {}),
'recommendations': ('django.db.models.fields.IntegerField', [], {'default': '0'}),
'title': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'votes': ('django.db.models.fields.IntegerField', [], {'default': '0'})
},
'helpdesk.presetreply': {
'Meta': {'ordering': "['name']", 'object_name': 'PreSetReply'},
'body': ('django.db.models.fields.TextField', [], {}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'name': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'queues': ('django.db.models.fields.related.ManyToManyField', [], {'symmetrical': 'False', 'to': "orm['helpdesk.Queue']", 'null': 'True', 'blank': 'True'})
},
'helpdesk.queue': {
'Meta': {'ordering': "('title',)", 'object_name': 'Queue'},
'allow_email_submission': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'allow_public_submission': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'email_address': ('django.db.models.fields.EmailField', [], {'max_length': '75', 'null': 'True', 'blank': 'True'}),
'email_box_host': ('django.db.models.fields.CharField', [], {'max_length': '200', 'null': 'True', 'blank': 'True'}),
'email_box_imap_folder': ('django.db.models.fields.CharField', [], {'max_length': '100', 'null': 'True', 'blank': 'True'}),
'email_box_interval': ('django.db.models.fields.IntegerField', [], {'default': "'5'", 'null': 'True', 'blank': 'True'}),
'email_box_last_check': ('django.db.models.fields.DateTimeField', [], {'null': 'True', 'blank': 'True'}),
'email_box_pass': ('django.db.models.fields.CharField', [], {'max_length': '200', 'null': 'True', 'blank': 'True'}),
'email_box_port': ('django.db.models.fields.IntegerField', [], {'null': 'True', 'blank': 'True'}),
'email_box_ssl': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'email_box_type': ('django.db.models.fields.CharField', [], {'max_length': '5', 'null': 'True', 'blank': 'True'}),
'email_box_user': ('django.db.models.fields.CharField', [], {'max_length': '200', 'null': 'True', 'blank': 'True'}),
'escalate_days': ('django.db.models.fields.IntegerField', [], {'null': 'True', 'blank': 'True'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'locale': ('django.db.models.fields.CharField', [], {'max_length': '10', 'null': 'True', 'blank': 'True'}),
'new_ticket_cc': ('django.db.models.fields.CharField', [], {'max_length': '200', 'null': 'True', 'blank': 'True'}),
'slug': ('django.db.models.fields.SlugField', [], {'max_length': '50', 'db_index': 'True'}),
'title': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'updated_ticket_cc': ('django.db.models.fields.CharField', [], {'max_length': '200', 'null': 'True', 'blank': 'True'})
},
'helpdesk.savedsearch': {
'Meta': {'object_name': 'SavedSearch'},
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'query': ('django.db.models.fields.TextField', [], {}),
'shared': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'title': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'user': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['auth.User']"})
},
'helpdesk.ticket': {
'Meta': {'object_name': 'Ticket'},
'assigned_to': ('django.db.models.fields.related.ForeignKey', [], {'blank': 'True', 'related_name': "'assigned_to'", 'null': 'True', 'to': "orm['auth.User']"}),
'created': ('django.db.models.fields.DateTimeField', [], {'blank': 'True'}),
'description': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'due_date': ('django.db.models.fields.DateTimeField', [], {'null': 'True', 'blank': 'True'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'last_escalation': ('django.db.models.fields.DateTimeField', [], {'null': 'True', 'blank': 'True'}),
'modified': ('django.db.models.fields.DateTimeField', [], {'blank': 'True'}),
'on_hold': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'priority': ('django.db.models.fields.IntegerField', [], {'default': '3', 'blank': '3'}),
'queue': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.Queue']"}),
'resolution': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'status': ('django.db.models.fields.IntegerField', [], {'default': '1'}),
'submitter_email': ('django.db.models.fields.EmailField', [], {'max_length': '75', 'null': 'True', 'blank': 'True'}),
'title': ('django.db.models.fields.CharField', [], {'max_length': '200'})
},
'helpdesk.ticketcc': {
'Meta': {'object_name': 'TicketCC'},
'can_update': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'can_view': ('django.db.models.fields.BooleanField', [], {'default': 'False'}),
'email': ('django.db.models.fields.EmailField', [], {'max_length': '75', 'null': 'True', 'blank': 'True'}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'ticket': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.Ticket']"}),
'user': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['auth.User']", 'null': 'True', 'blank': 'True'})
},
'helpdesk.ticketchange': {
'Meta': {'object_name': 'TicketChange'},
'field': ('django.db.models.fields.CharField', [], {'max_length': '100'}),
'followup': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.FollowUp']"}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'new_value': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'old_value': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'})
},
'helpdesk.ticketcustomfieldvalue': {
'Meta': {'unique_together': "(('ticket', 'field'),)", 'object_name': 'TicketCustomFieldValue'},
'field': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.CustomField']"}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'ticket': ('django.db.models.fields.related.ForeignKey', [], {'to': "orm['helpdesk.Ticket']"}),
'value': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'})
},
'helpdesk.ticketdependency': {
'Meta': {'unique_together': "(('ticket', 'depends_on'),)", 'object_name': 'TicketDependency'},
'depends_on': ('django.db.models.fields.related.ForeignKey', [], {'related_name': "'depends_on'", 'to': "orm['helpdesk.Ticket']"}),
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'ticket': ('django.db.models.fields.related.ForeignKey', [], {'related_name': "'ticketdependency'", 'to': "orm['helpdesk.Ticket']"})
},
'helpdesk.usersettings': {
'Meta': {'object_name': 'UserSettings'},
'id': ('django.db.models.fields.AutoField', [], {'primary_key': 'True'}),
'settings_pickled': ('django.db.models.fields.TextField', [], {'null': 'True', 'blank': 'True'}),
'user': ('django.db.models.fields.related.OneToOneField', [], {'to': "orm['auth.User']", 'unique': 'True'})
}
}
complete_apps = ['helpdesk']

31
helpdesk/models.py
View File

@ -197,7 +197,7 @@ class Queue(models.Model):
return u'%s <%s>' % (self.title, self.email_address)
from_address = property(_from_address)
def save(self, force_insert=False, force_update=False):
def save(self, *args, **kwargs):
if self.email_box_type == 'imap' and not self.email_box_imap_folder:
self.email_box_imap_folder = 'INBOX'
@ -210,7 +210,7 @@ class Queue(models.Model):
self.email_box_port = 995
elif self.email_box_type == 'pop3' and not self.email_box_ssl:
self.email_box_port = 110
super(Queue, self).save(force_insert, force_update)
super(Queue, self).save(*args, **kwargs)
class Ticket(models.Model):
@ -326,6 +326,12 @@ class Ticket(models.Model):
help_text=_('1 = Highest Priority, 5 = Low Priority'),
)
due_date = models.DateTimeField(
_('Due on'),
blank=True,
null=True,
)
last_escalation = models.DateTimeField(
blank=True,
null=True,
@ -436,7 +442,7 @@ class Ticket(models.Model):
return ('helpdesk_view', (self.id,))
get_absolute_url = models.permalink(get_absolute_url)
def save(self, force_insert=False, force_update=False):
def save(self, *args, **kwargs):
if not self.id:
# This is a new ticket as no ID yet exists.
self.created = datetime.now()
@ -446,7 +452,7 @@ class Ticket(models.Model):
self.modified = datetime.now()
super(Ticket, self).save(force_insert, force_update)
super(Ticket, self).save(*args, **kwargs)
class FollowUpManager(models.Manager):
@ -527,11 +533,11 @@ class FollowUp(models.Model):
def get_absolute_url(self):
return u"%s#followup%s" % (self.ticket.get_absolute_url(), self.id)
def save(self, force_insert=False, force_update=False):
def save(self, *args, **kwargs):
t = self.ticket
t.modified = datetime.now()
t.save()
super(FollowUp, self).save(force_insert, force_update)
super(FollowUp, self).save(*args, **kwargs)
class TicketChange(models.Model):
@ -843,10 +849,10 @@ class KBItem(models.Model):
blank=True,
)
def save(self, force_insert=False, force_update=False):
def save(self, *args, **kwargs):
if not self.last_updated:
self.last_updated = datetime.now()
return super(KBItem, self).save(force_insert, force_update)
return super(KBItem, self).save(*args, **kwargs)
def _score(self):
if self.votes > 0:
@ -1024,10 +1030,10 @@ class IgnoreEmail(models.Model):
def __unicode__(self):
return u'%s' % self.name
def save(self):
def save(self, *args, **kwargs):
if not self.date:
self.date = datetime.now()
return super(IgnoreEmail, self).save()
return super(IgnoreEmail, self).save(*args, **kwargs)
def test(self, email):
"""
@ -1175,6 +1181,11 @@ class CustomField(models.Model):
blank=True,
null=True,
)
empty_selection_list = models.BooleanField(
_('Add empty first choice to List?'),
help_text=_('Only for List: adds an empty first entry to the choices list, which enforces that the user makes an active choice.'),
)
list_values = models.TextField(
_('List Values'),

107
helpdesk/settings.py
View File

@ -28,5 +28,112 @@ if type(DEFAULT_USER_SETTINGS) != type(dict()):
'tickets_per_page': 25
}
''' generic options - visible on all pages '''
# redirect to login page instead of the default homepage when users visits "/"?
HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings, 'HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT', False)
# customize helpdesk name on a few pages, i.e., your organization.
HELPDESK_PREPEND_ORG_NAME = getattr(settings, 'HELPDESK_PREPEND_ORG_NAME', False)
# show knowledgebase links?
HELPDESK_KB_ENABLED = getattr(settings, 'HELPDESK_KB_ENABLED', True)
# show knowledgebase links on staff view?
HELPDESK_KB_ENABLED_STAFF = getattr(settings, 'HELPDESK_KB_ENABLED_STAFF', False)
# show extended navigation by default, to all users, irrespective of staff status?
HELPDESK_NAVIGATION_ENABLED = getattr(settings, 'HELPDESK_NAVIGATION_ENABLED', False)
# show 'stats' link in navigation bar?
HELPDESK_NAVIGATION_STATS_ENABLED = getattr(settings, 'HELPDESK_NAVIGATION_STATS_ENABLED', True)
# set this to an email address inside your organization and a footer below
# the 'Powered by django-helpdesk' will be shown, telling the user whom to contact
# in case they have technical problems.
HELPDESK_SUPPORT_PERSON = getattr(settings, 'HELPDESK_SUPPORT_PERSON', False)
# show dropdown list of languages that ticket comments can be translated into?
HELPDESK_TRANSLATE_TICKET_COMMENTS = getattr(settings, 'HELPDESK_TRANSLATE_TICKET_COMMENTS', False)
# list of languages to offer. if set to false, all default google translate languages will be shown.
HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings, 'HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG', ["en", "de", "fr", "it", "ru"])
# show link to 'change password' on 'User Settings' page?
HELPDESK_SHOW_CHANGE_PASSWORD = getattr(settings, 'HELPDESK_SHOW_CHANGE_PASSWORD', False)
# allow user to override default layout for 'followups' - work in progress.
HELPDESK_FOLLOWUP_MOD = getattr(settings, 'HELPDESK_FOLLOWUP_MOD', False)
# show custom welcome message in dashboard?
HELPDESK_CUSTOM_WELCOME = getattr(settings, 'HELPDESK_CUSTOM_WELCOME', False)
''' options for public pages '''
# show 'view a ticket' section on public page?
HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC', True)
# show 'submit a ticket' section on public page?
HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)
''' options for update_ticket views '''
# allow non-staff users to interact with tickets? this will also change how 'staff_member_required'
# in staff.py will be defined.
HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
# show edit buttons in ticket follow ups.
HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings, 'HELPDESK_HIDE_EDIT_BUTTON_FOLLOW_UP', True)
# show ticket edit button on top of ticket description.
HELPDESK_SHOW_EDIT_BUTTON_TICKET_TOP = getattr(settings, 'HELPDESK_SHOW_EDIT_BUTTON_TICKET_TOP', True)
# show ticket delete button on top of ticket description.
HELPDESK_SHOW_DELETE_BUTTON_TICKET_TOP = getattr(settings, 'HELPDESK_SHOW_DELETE_BUTTON_TICKET_TOP', True)
# show hold / unhold button on top of ticket description.
HELPDESK_SHOW_HOLD_BUTTON_TICKET_TOP = getattr(settings, 'HELPDESK_SHOW_HOLD_BUTTON_TICKET_TOP', True)
# make all updates public by default? this will hide the 'is this update public' checkbox
HELPDESK_UPDATE_PUBLIC_DEFAULT = getattr(settings, 'HELPDESK_UPDATE_PUBLIC_DEFAULT', True)
# only show staff users in ticket owner drop-downs
HELPDESK_STAFF_ONLY_TICKET_OWNERS = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKET_OWNERS', False)
# only show staff users in ticket cc drop-down
HELPDESK_STAFF_ONLY_TICKET_CC = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKET_CC', False)
''' options for staff.create_ticket view '''
# hide the 'assigned to' / 'Case owner' field from the 'create_ticket' view?
HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)
''' options for dashboard '''
# show delete button next to unassigned tickets
HELPDESK_DASHBOARD_SHOW_DELETE_UNASSIGNED = getattr(settings, 'HELPDESK_DASHBOARD_SHOW_DELETE_UNASSIGNED', True)
# hide empty queues in dashboard overview?
HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES = getattr(settings, 'HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES', True)
''' options for footer '''
# show 'API' link at bottom of page
HELPDESK_FOOTER_SHOW_API_LINK = getattr(settings, 'HELPDESK_FOOTER_SHOW_API_LINK', True)
# show / hide 'change language' link at bottom of page
HELPDESK_FOOTER_SHOW_CHANGE_LANGUAGE_LINK = getattr(settings, 'HELPDESK_FOOTER_SHOW_CHANGE_LANGUAGE_LINK', False)
''' email options '''
# default Queue email submission settings
QUEUE_EMAIL_BOX_TYPE = getattr(settings, 'QUEUE_EMAIL_BOX_TYPE', None)
QUEUE_EMAIL_BOX_SSL = getattr(settings, 'QUEUE_EMAIL_BOX_SSL', None)
QUEUE_EMAIL_BOX_HOST = getattr(settings, 'QUEUE_EMAIL_BOX_HOST', None)
QUEUE_EMAIL_BOX_USER = getattr(settings, 'QUEUE_EMAIL_BOX_USER', None)
QUEUE_EMAIL_BOX_PASSWORD = getattr(settings, 'QUEUE_EMAIL_BOX_PASSWORD', None)

0
helpdesk/static/helpdesk/helpdesk-print.css Normal file
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50
helpdesk/static/helpdesk/helpdesk.css
View File

@ -43,7 +43,7 @@ table {
border: solid #444 1px;
background-color: #fff;
color: #ccc;
padding: 2px 3px;
padding: 0px 3px;
margin: 0px 2px;
font-size: 10pt;
line-height: 12pt;
@ -159,16 +159,29 @@ div.followup {
padding:0 0 2px;
}
div.followup .title {
div.followup_mod {
width: auto;
border: solid #666 1px;
padding: 5px;
margin: 0px 0px 10px;
}
div.followup .title, div.followup_mod .title {
font-weight: bold;
font-size: 10pt;
}
div.followup .title span {
div.followup .title span, div.followup_mod .title span {
color: #aaa;
font-weight: normal;
}
div.followup_mod small {
float: right;
font-weight: bold;
font-style: italic;
}
span.private {
color: #aaa;
font-style: italic;
@ -267,3 +280,34 @@ span.priority5 {
a.followup-edit {
float:right;
}
/* tooltips for link hover */
a.tooltip, a.tooltip:link, a.tooltip:visited, a.tooltip:active {
position: relative;
text-decoration: none;
font-style: italic;
}
a.tooltip:hover {
background: transparent;
}
a.tooltip span {
display: none;
text-decoration: none;
}
a.tooltip:hover span {
display: block;
position: absolute;
top: 25px;
left: 0;
width: 250px;
z-index: 10;
color: #000000;
border:1px solid #000000;
background: #FFFFCC;
font: 12px Verdana, sans-serif;
text-align: left;
}

1546
helpdesk/static/helpdesk/jquery.translate-debug-all.js Normal file
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5
helpdesk/templates/helpdesk/attribution.html
View File

@ -1,2 +1,5 @@
{% load i18n %}
{% trans "Powered by <a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>." %}
{% trans "Powered by <a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>." %}
{% if helpdesk_settings.HELPDESK_SUPPORT_PERSON %}
<p>{% trans "For technical support please contact:" %} <a href='mailto:{{ helpdesk_settings.HELPDESK_SUPPORT_PERSON }}'>{{ helpdesk_settings.HELPDESK_SUPPORT_PERSON }}</a></p>
{% endif %}

66
helpdesk/templates/helpdesk/base.html
View File

@ -1,5 +1,7 @@
{% load i18n %}
{% load saved_queries %}
{% load load_helpdesk_settings %}
{% with request|load_helpdesk_settings as helpdesk_settings %}
{% with request|saved_queries as user_saved_queries_ %}
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml">
@ -7,20 +9,72 @@
<title>{% block helpdesk_title %}Helpdesk{% endblock %} :: {% trans "Powered by django-helpdesk" %}</title>
<script src='{{ STATIC_URL }}helpdesk/jquery-1.5.min.js' type='text/javascript' language='javascript'></script>
<script src='{{ STATIC_URL }}helpdesk/jquery-ui-1.8.9.custom.min.js' type='text/javascript' language='javascript'></script>
<link rel='stylesheet' href='{{ STATIC_URL }}helpdesk/helpdesk.css' type='text/css' />
{% comment %}
<script src='{{ STATIC_URL }}helpdesk/jquery.translate-debug-all.js' type='text/javascript' language='javascript'></script>
{% endcomment %}
<link rel='stylesheet' href='{{ STATIC_URL }}helpdesk/helpdesk.css' type='text/css' media="screen" />
<link rel='stylesheet' href='{{ STATIC_URL }}helpdesk/helpdesk-print.css' type='text/css' media="print" />
<link rel='stylesheet' href='{{ STATIC_URL }}helpdesk/jquery-smoothness-theme/jquery-ui-1.8.9.custom.css' type='text/css' />
<link rel='alternate' href='{% url helpdesk_rss "user" %}{{ user.username }}/' type='application/rss+xml' title='{% trans "My Open Tickets" %}' />
<link rel='alternate' href='{% url helpdesk_rss "recent_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" %}' />
{% comment %}
<script type="text/javascript">
$(document).ready(function(){
// replace display while hovering over menu item
$('li.headerlink').hover(
function() { $('ul', this).css('display', 'block'); },
function() { $('ul', this).css('display', 'none'); });
{% if helpdesk_settings.HELPDESK_TRANSLATE_TICKET_COMMENTS %}
// add translate functionality - google translate V1 is deprecated
$.translate.load(bingID);
$.translate(function(){ //when the Language API is loaded
$.translate().ui({
tags: ["select", "option"],
// a function that filters the languages:
{% if helpdesk_settings.HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG %}
filter: {{ helpdesk_settings.HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG|safe }},
{% else %}
// all languages
filter: $.translate.isTranslatable,
{% endif %}
//a function that returns the text to display based on the language code:
label: $.translate.toNativeLanguage ||
function(langCode, lang){
return $.translate.capitalize(lang);
},
// whether to include the UNKNOWN:"" along with the languages:
includeUnknown: false,
})
.click(function(){ // when selecting a language - 'change' is not enough, because your first language in the menu might be your target language
$('#translate_block').translate( '', $(this).val(), { // translate from current language to the selected language
not: '.option, select, pre, .translate_dropdown', // exclude these elements
fromOriginal: true, // always translate from original version (even after the page has been translated)
async: true, // this prevents the browser from freezing on larger sites by executing each DOM filtering iteration with a delay
toggle: true, // all translation will be cached (stored with $.data) and used if it's found, or translated to otherwise
walk: true // finds elements having textnodes and translates only their content; on very large and complex pages this might take some time
})
})
.appendTo('#translate_dropdown'); // insert the dropdown menu to the page
});
{% endif %}
});
</script>
{% endcomment %}
<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 */
@ -51,10 +105,18 @@
</div>
<div id='footer'>
<p>{% include "helpdesk/attribution.html" %}<a href='{% url helpdesk_rss_index %}'><img src='{{ STATIC_URL }}helpdesk/rss_icon.png' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a> <a href='{% url helpdesk_api_help %}'>{% trans "API" %}</a> <a href='{% url helpdesk_user_settings %}'>{% trans "User Settings" %}</a> {% if user.is_superuser %}<a href='{% url helpdesk_system_settings %}'>{% trans "System Settings" %}</a>{% endif %}</p>
<p>{% include "helpdesk/attribution.html" %}
<a href='{% url helpdesk_rss_index %}'><img src='{{ STATIC_URL }}helpdesk/rss_icon.png' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a>
{% if helpdesk_settings.HELPDESK_FOOTER_SHOW_API_LINK %}<a href='{% url helpdesk_api_help %}'>{% trans "API" %}</a>{% endif %}
<a href='{% url helpdesk_user_settings %}'>{% trans "User Settings" %}</a>
{% if helpdesk_settings.HELPDESK_FOOTER_SHOW_CHANGE_LANGUAGE_LINK %}
<a href='{% url helpdesk_public_change_language %}?return_to={{ request.path }}'>{% trans "Change Language" %}</a>
{% endif %}
{% if user.is_superuser %}<a href='{% url helpdesk_system_settings %}'>{% trans "System Settings" %}</a>{% endif %}</p>
</div>
</div>
{% include "helpdesk/debug.html" %}
</body>
</html>
{% endwith %}
{% endwith %}

4
helpdesk/templates/helpdesk/create_ticket.html
View File

@ -14,10 +14,10 @@
{% if field.is_hidden %}
{{ field }}
{% else %}
<dt><label for='id_{{ field.name }}'>{{ field.label }}</label>{% if not field.field.required %} <span class='form_optional'>{% trans "(Optional)" %}</span>{% endif %}</dt>
<dt><label for='id_{{ field.name }}'>{% trans field.label %}</label>{% if not field.field.required %} <span class='form_optional'>{% trans "(Optional)" %}</span>{% endif %}</dt>
<dd>{{ field }}</dd>
{% if field.errors %}<dd class='error'>{{ field.errors }}</dd>{% endif %}
{% if field.help_text %}<dd class='form_help_text'>{{ field.help_text }}</dd>{% endif %}</label>
{% if field.help_text %}<dd class='form_help_text'>{% trans field.help_text %}</dd>{% endif %}</label>
{% endif %}
{% endfor %}
</dl>

73
helpdesk/templates/helpdesk/dashboard.html
View File

@ -1,28 +1,59 @@
{% extends "helpdesk/base.html" %}{% load i18n %}
{% block helpdesk_title %}{% trans "Helpdesk Dashboard" %}{% endblock %}
{% block helpdesk_title %}{{ helpdesk_settings.HELPDESK_PREPEND_ORG_NAME|default:'' }} {% trans "Helpdesk Dashboard" %}{% endblock %}
{% block helpdesk_head %}
<script type='text/javascript' language='javascript' src='{{ STATIC_URL }}helpdesk/hover.js'></script>
{% endblock %}
{% block helpdesk_body %}
<table width='40%' align='left'>
<tr class='row_tablehead'><td colspan='4'>{% trans "Helpdesk Summary" %}</td></tr>
<tr class='row_columnheads'><th>{% trans "Queue" %}</th><th>{% trans "Open" %}</th><th>{% trans "Resolved" %}</th></tr>
<div style='float:left; width:auto; margin-right:10px;'>
<table width='100%'>
<tr class='row_tablehead'><td colspan='5'>{% trans "Helpdesk Summary" %}</td></tr>
<tr class='row_columnheads'><th>{% trans "Queue" %}</th><th>{% trans "Open" %}</th><th>{% trans "Resolved" %}</th><th>{% trans "Closed" %}</th></tr>
{% for queue in dash_tickets %}
<tr class='row_{% cycle odd,even %} row_hover '>
<th><a href='{% url helpdesk_list %}?queue={{ queue.queue }}&status=1&status=2'>{{ queue.name }}</a></th>
<td>{% if queue.open %}<a href='{% url helpdesk_list %}?queue={{ queue.queue }}&status=1&status=2'>{% endif %}{{ queue.open }}{% if queue.open %}</a>{% endif %}</td>
<td>{% if queue.resolved %}<a href='{% url helpdesk_list %}?queue={{ queue.queue }}&status=3'>{% endif %}{{ queue.resolved }}{% if queue.resolved %}</a>{% endif %}</td>
<td align="center">{% if queue.open %}<a href='{% url helpdesk_list %}?queue={{ queue.queue }}&status=1&status=2'>{% endif %}{{ queue.open }}{% if queue.open %}</a>{% endif %}</td>
<td align="center">{% if queue.resolved %}<a href='{% url helpdesk_list %}?queue={{ queue.queue }}&status=3'>{% endif %}{{ queue.resolved }}{% if queue.resolved %}</a>{% endif %}</td>
<td align="center">{% if queue.closed %}<a href='{% url helpdesk_list %}?queue={{ queue.queue }}&status=4'>{% endif %}{{ queue.closed }}{% if queue.closed %}</a>{% endif %}</td>
</tr>
{% endfor %}
</table>
</div>
<div>
{% if helpdesk_settings.HELPDESK_CUSTOM_WELCOME %}
<p>{% trans "Welcome to your Helpdesk Dashboard! From here you can quickly see tickets submitted by you, tickets you are working on, and those tickets that have no owner." %}</p>
{% else %}
<p>{% trans "Welcome to your Helpdesk Dashboard! From here you can quickly see your own tickets, and those tickets that have no owner. Why not pick up an orphan ticket and sort it out for a customer?" %}</p>
{% endif %}
</div>
{% if all_tickets_reported_by_current_user %}
<br style='clear: both;' />
<table width='100%'>
<tr class='row_tablehead'><td colspan='6'>{% trans "All Tickets submitted by you" %}</td></tr>
<tr class='row_columnheads'><th>#</th><th>{% trans "Pr" %}</th><th>{% trans "Title" %}</th><th>{% trans "Queue" %}</th><th>{% trans "Status" %}</th><th>{% trans "Last Update" %}</th></tr>
{% for ticket in all_tickets_reported_by_current_user %}
<tr class='row_{% cycle odd,even %} row_hover'>
<th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.ticket }}</a></th>
<td>{{ ticket.get_priority_span }}</td>
<th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.title }}</a></th>
<td>{{ ticket.queue }}</td>
<td>{{ ticket.get_status }}</td>
<td><span title='{{ ticket.modified|date:"r" }}'>{{ ticket.modified|timesince }}</span></td>
</tr>
{% endfor %}
</table>
{% endif %}
<p style='margin-left: 42%;'>{% trans "Welcome to your Helpdesk Dashboard! From here you can quickly see your own tickets, and those tickets that have no owner. Why not pick up an orphan ticket and sort it out for a customer?" %}</p>
<br style='clear: both;' />
<table width='100%'>
<tr class='row_tablehead'><td colspan='6'>{% trans "Your Tickets" %}</td></tr>
<tr class='row_tablehead'><td colspan='6'>{% trans "Open Tickets assigned to you (you are working on this ticket)" %}</td></tr>
<tr class='row_columnheads'><th>#</th><th>{% trans "Pr" %}</th><th>{% trans "Title" %}</th><th>{% trans "Queue" %}</th><th>{% trans "Status" %}</th><th>{% trans "Last Update" %}</th></tr>
{% for ticket in user_tickets %}
<tr class='row_{% cycle odd,even %} row_hover'>
@ -39,8 +70,10 @@
{% endif %}
</table>
<br style='clear: both;' />
<table width='100%'>
<tr class='row_tablehead'><td colspan='6'>{% trans "Unassigned Tickets" %}</td></tr>
<tr class='row_tablehead'><td colspan='6'>{% trans "Unassigned Tickets" %} {% trans "(pick up a ticket if you start to work on it)" %}</td></tr>
<tr class='row_columnheads'><th>#</th><th>{% trans "Pr" %}</th><th>{% trans "Title" %}</th><th>{% trans "Queue" %}</th><th>{% trans "Created" %}</th><th>&nbsp;</th></tr>
{% for ticket in unassigned_tickets %}
<tr class='row_{% cycle odd,even %} row_hover'>
@ -49,7 +82,7 @@
<th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.title }}</a></th>
<td>{{ ticket.queue }}</td>
<td><span title='{{ ticket.created|date:"r" }}'>{{ ticket.created|timesince }} ago</span></td>
<th><a href='{{ ticket.get_absolute_url }}?take'><span class='button button_take'>{% trans "Take" %}</span></a> | <a href='{% url helpdesk_delete ticket.id %}'><span class='button button_delete'>{% trans "Delete" %}</span></a></th>
<th><a href='{{ ticket.get_absolute_url }}?take'><span class='button button_take'>{% trans "Take" %}</span></a> {% if helpdesk_settings.HELPDESK_DASHBOARD_SHOW_DELETE_UNASSIGNED %}| <a href='{% url helpdesk_delete ticket.id %}'><span class='button button_delete'>{% trans "Delete" %}</span></a>{% endif %}</th>
</tr>
{% endfor %}
{% if not unassigned_tickets %}
@ -57,4 +90,24 @@
{% endif %}
</table>
{% if user_tickets_closed_resolved %}
<br style='clear: both;' />
<table width='100%'>
<tr class='row_tablehead'><td colspan='6'>{% trans "Closed & resolved Tickets you used to work on" %}</td></tr>
<tr class='row_columnheads'><th>#</th><th>{% trans "Pr" %}</th><th>{% trans "Title" %}</th><th>{% trans "Queue" %}</th><th>{% trans "Status" %}</th><th>{% trans "Last Update" %}</th></tr>
{% for ticket in user_tickets_closed_resolved %}
<tr class='row_{% cycle odd,even %} row_hover'>
<th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.ticket }}</a></th>
<td>{{ ticket.get_priority_span }}</td>
<th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.title }}</a></th>
<td>{{ ticket.queue }}</td>
<td>{{ ticket.get_status }}</td>
<td><span title='{{ ticket.modified|date:"r" }}'>{{ ticket.modified|timesince }}</span></td>
</tr>
{% endfor %}
</table>
{% endif %}
{% endblock %}

9
helpdesk/templates/helpdesk/fr/email_html_base.html Normal file
View File

@ -0,0 +1,9 @@
<h1 style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 14pt; color: #6593C0'>{% block header %}Helpdesk{% endblock %}</h1>
{% block content %}{% endblock %}
<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>Cordialement,</p>
<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'><b>{{ queue.title }}</b>{% if queue.email_address %}<br><a href='mailto:{{ queue.email_address }}'>{{ queue.email_address }}</a>{% endif %}</p>
<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 9pt; color: #808080;' color='#808080'>Ce courriel vous a été envoyé en tant qu'utilisateur de notre service de support, en accord avec notre politique de confidentialité. Merci de nous informer si vous pensez que ce message ne vous était pas destiné.</p>

6
helpdesk/templates/helpdesk/fr/email_text_footer.txt Normal file
View File

@ -0,0 +1,6 @@
Cordialement,
{{ queue.title }}{% if queue.email_address %}
{{ queue.email_address }}{% endif %}
Ce courriel vous a été envoyé en tant qu'utilisateur de notre service de support, en accord avec notre politique de confidentialité. Merci de nous informer si vous pensez que ce message ne vous était pas destiné.

9
helpdesk/templates/helpdesk/it/email_html_base.html Normal file
View File

@ -0,0 +1,9 @@
<h1 style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 14pt; color: #6593C0'>{% block header %}Helpdesk{% endblock %}</h1>
{% block content %}{% endblock %}
<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'>Cordiali saluti,</p>
<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 11pt;'><b>{{ queue.title }}</b>{% if queue.email_address %}<br><a href='mailto:{{ queue.email_address }}'>{{ queue.email_address }}</a>{% endif %}</p>
<p style='font-family: "Trebuchet MS", Arial, sans-serif; font-size: 9pt; color: #808080;' color='#808080'>Questa email vi è stata inviata in quanto utenti del nostro servizio di supporto clienti, in conformità con la nostra policy sulla privacy. Vi preghiamo di informarci se pensate di aver ricevuto questa email per errore.</p>

6
helpdesk/templates/helpdesk/it/email_text_footer.txt Normal file
View File

@ -0,0 +1,6 @@
Cordiali saluti,
{{ queue.title }}{% if queue.email_address %}
{{ queue.email_address }}{% endif %}
Questa email vi è stata inviata in quanto utenti del nostro servizio di supporto clienti, in conformità con la nostra policy sulla privacy. Vi preghiamo di informarci se pensate di aver ricevuto questa email per errore.

17
helpdesk/templates/helpdesk/navigation.html
View File

@ -1,12 +1,17 @@
{% load i18n %}
{% if user.is_staff %}
{% if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED and user.is_authenticated or user.is_staff %}
<ul id="dropdown">
<li><a href='{% url helpdesk_dashboard %}'>{% trans "Dashboard" %}</a></li>
<li><a href='{% url helpdesk_list %}'>{% trans "Tickets" %}</a></li>
<li><a href='{% url helpdesk_submit %}'>{% trans "New Ticket" %}</a></li>
{% if helpdesk_settings.HELPDESK_NAVIGATION_STATS_ENABLED %}
<li><a href='{% url helpdesk_report_index %}'>{% trans "Stats" %}</a></li>
{% endif %}
{% if helpdesk_settings.HELPDESK_KB_ENABLED_STAFF %}
<li><a href='{% url helpdesk_kb_index %}'>{% trans "Knowledgebase" %}</a></li>
{% endif %}
{% if user_saved_queries_ %}
<li class="headerlink"><a>Load Saved Query</a>
<li class="headerlink"><a>{% trans "Load Saved Query" %}</a>
<ul>
{% for q in user_saved_queries_ %}
<li><a href="{% url helpdesk_list %}?saved_query={{ q.id }}">{{ q.title }}
@ -18,12 +23,16 @@
</li>
{% endif %}
<li><a href='{% url logout %}'>{% trans "Logout" %}</a></li>
{% if not query %}<li><form id='searchform' method='get' action='{% url helpdesk_list %}'><input type='text' name='q' size='10' class='input' value='{% trans "Search..." %}' id='search_query' onFocus='s=document.getElementById("search_query");if (s.value == "{% trans "Search..." %}") { s.value = ""; }' title='{% trans "Enter a keyword, or a ticket number to jump straight to that ticket." %}'/><input type='hidden' name='status' value='1' /><input type='hidden' name='status' value='2' /><input type='hidden' name='status' value='3' /><input type='hidden' name='search_type' value='header' />{% csrf_token %}</form></li>{% endif %}
{% if not query %}<li><form id='searchform' method='get' action='{% url helpdesk_list %}'><input type='text' name='q' size='4' class='input' value='{% trans "Search..." %}' id='search_query' onFocus='s=document.getElementById("search_query");if (s.value == "{% trans "Search..." %}") { s.value = ""; }' title='{% trans "Enter a keyword, or a ticket number to jump straight to that ticket." %}'/><input type='hidden' name='status' value='1' /><input type='hidden' name='status' value='2' /><input type='hidden' name='status' value='3' /><input type='hidden' name='search_type' value='header' />{% csrf_token %}</form></li>{% endif %}
</ul>
{% else %}
<ul>
{% if helpdesk_settings.HELPDESK_SUBMIT_A_TICKET_PUBLIC %}
<li><a href='{% url helpdesk_home %}'>{% trans "Submit A Ticket" %}</a></li>
{% endif %}
{% if helpdesk_settings.HELPDESK_KB_ENABLED %}<li><a href='{% url helpdesk_kb_index %}'>{% trans "Knowledgebase" %}</a></li>{% endif %}
<li><a href='{% url login %}?next={% url helpdesk_dashboard %}'>{% trans "Log In" %}</a></li>
{% if not request.path == '/helpdesk/login/' or user.is_authenticated %}
<li>{% if user.is_authenticated %}<a href='{% url logout %}'>{% trans "Logout" %}</a>{% else %}<a href='{% url login %}?next={% if next %}{{ next|escape }}{% else %}{% url helpdesk_dashboard %}{% endif %}'>{% trans "Log In" %}</a>{% endif %}</li>
{% endif %}
</ul>
{% endif %}

12
helpdesk/templates/helpdesk/public_base.html
View File

@ -1,6 +1,9 @@
{% load i18n %}<html>
{% load i18n %}
{% load load_helpdesk_settings %}
{% with request|load_helpdesk_settings as helpdesk_settings %}
<html>
<head>
<title>{% block helpdesk_title %}{% trans "Helpdesk" %}{% endblock %}</title>
<title>{% block helpdesk_title %}{{ helpdesk_settings.HELPDESK_PREPEND_ORG_NAME|default:'' }} {% trans "Helpdesk" %}{% endblock %}</title>
<script src='{{ STATIC_URL }}helpdesk/jquery-1.5.min.js' type='text/javascript' language='javascript'></script>
<link rel='stylesheet' href='{{ STATIC_URL }}helpdesk/helpdesk.css' type='text/css' />
{% block helpdesk_head %}{% endblock %}
@ -8,7 +11,7 @@
<body>
<div id='container'>
<div id='header'>
<h1>{% trans "Helpdesk" %}</h1>
<h1>{{ helpdesk_settings.HELPDESK_PREPEND_ORG_NAME|default:'' }} {% trans "Helpdesk" %}</h1>
{% include "helpdesk/navigation.html" %}
</div>
<div id='body'>
@ -19,4 +22,5 @@
</div>
</div>{% include "helpdesk/debug.html" %}
</body>
</html>
</html>
{% endwith %}

18
helpdesk/templates/helpdesk/public_change_language.html Normal file
View File

@ -0,0 +1,18 @@
{% extends "helpdesk/public_base.html" %}{% load i18n %}
{% block helpdesk_title %}{% trans "View a Ticket" %}{% endblock %}
{% block helpdesk_body %}
<h3>{% trans "Change the display language" %}</h3>
<form action="/i18n/setlang/" method="post">
{% csrf_token %}
<input name="next" type="hidden" value="{{ next|default:"/" }}" />
<select name="language">
{% get_language_info_list for LANGUAGES as languages %}
{% for language in languages %}
<option value="{{ language.code }}"{% if LANGUAGE_CODE = language.code %} selected{% endif %}>{{ language.name_local }} ({{ language.code }})</option>
{% endfor %}
</select>
<input type="submit" value="Go" />
</form>
{% endblock %}

9
helpdesk/templates/helpdesk/public_homepage.html
View File

@ -1,6 +1,7 @@
{% extends "helpdesk/public_base.html" %}{% load i18n %}
{% block helpdesk_body %}
{% if helpdesk_settings.HELPDESK_VIEW_A_TICKET_PUBLIC %}
<h2>{% trans "View a Ticket" %}</h2>
<form method='get' action='{% url helpdesk_public_view %}'>
@ -16,7 +17,9 @@
<input type='submit' value='{% trans "View Ticket" %}' />
</fieldset>
{% csrf_token %}</form>
{% endif %}
{% if helpdesk_settings.HELPDESK_SUBMIT_A_TICKET_PUBLIC %}
<h2 name='submit'>{% trans "Submit a Ticket" %}</h2>
<p>{% trans "All fields are required. Please provide as descriptive a title and description as possible." %}</p>
@ -42,4 +45,10 @@
</fieldset>
{% csrf_token %}</form>
{% endif %}
{% if not helpdesk_settings.HELPDESK_VIEW_A_TICKET_PUBLIC and not helpdesk_settings.HELPDESK_SUBMIT_A_TICKET_PUBLIC %}
<h2>{% trans "Please use button at upper right to login first." %}</h2>
{% endif %}
{% endblock %}

33
helpdesk/templates/helpdesk/registration/login.html
View File

@ -1,20 +1,25 @@
{% extends "helpdesk/public_base.html" %}{% load i18n %}
{% block helpdesk_title %}{% trans "Helpdesk Login" %}{% endblock %}
{% block helpdesk_title %}{{ helpdesk_settings.HELPDESK_PREPEND_ORG_NAME|default:'' }} {% trans "Helpdesk Login" %}{% endblock %}
{% block helpdesk_body %}
<h2>{% trans "Login" %}</h2>
<p>{% trans "To log in and begin responding to cases, simply enter your username and password below." %}</p>
{% if request.user.is_authenticated %}
<meta http-equiv="REFRESH" content="0;url={% url helpdesk_home %}">
{% else %}
<h2>{% trans "Login" %}</h2>
<form method='post' action='./'>
{% if form.errors %}<p>{% trans "Your username and password didn't match. Please try again." %}</p>{% endif %}
<dl>
<dt><label>{% trans "Username" %}</label></dt>
<dd>{{ form.username }}</dd>
<dt><label>{% trans "Password" %}</label></dt>
<dd>{{ form.password }}</dd>
</dl>
<input type='submit' value='{% trans "Login" %}' />
<input type="hidden" name="next" value="{% if next %}{{ next }}{% else %}../{% endif %}" />
{% csrf_token %}</form>
<p>{% trans "To log in and begin responding to cases, simply enter your username and password below." %}</p>
<form method='post' action='./'>
{% if form.errors %}<p>{% trans "Your username and password didn't match. Please try again." %}</p>{% endif %}
<dl>
<dt><label>{% trans "Username" %}</label></dt>
<dd>{{ form.username }}</dd>
<dt><label>{% trans "Password" %}</label></dt>
<dd>{{ form.password }}</dd>
</dl>
<input type='submit' value='{% trans "Login" %}' />
<input type="hidden" name="next" value="{% if next %}{{ next }}{% else %}../{% endif %}" />
{% csrf_token %}</form>
{% endif %}
{% endblock %}

65
helpdesk/templates/helpdesk/ticket.html
View File

@ -41,6 +41,22 @@
{% endblock %}
{% block helpdesk_body %}
{% if helpdesk_settings.HELPDESK_TRANSLATE_TICKET_COMMENTS %}
{% comment %}
<div id='translate_dropdown'>{% trans "Translate ticket comments into" %} </div>
<div id='translate_block'>
{% endcomment %}
<div id="google_translate_element"></div><script>
function googleTranslateElementInit() {
new google.translate.TranslateElement({
pageLanguage: 'auto',
includedLanguages: 'en,fr,de,ru',
autoDisplay: false,
layout: google.translate.TranslateElement.InlineLayout.HORIZONTAL
}, 'google_translate_element');
}
</script><script src="//translate.google.com/translate_a/element.js?cb=googleTranslateElementInit"></script>
{% endif %}
{% include "helpdesk/ticket_desc_table.html" %}
@ -48,11 +64,28 @@
<h3>{% trans "Follow-Ups" %}</h3>
{% load ticket_to_link %}
{% for followup in ticket.followup_set.all %}
<div class='followup'>
<div class='title'>
{{ followup.title }} <span class='byline'>{% if followup.user %}by {{ followup.user }}{% endif %} <span title='{{ followup.date|date:"r" }}'>{{ followup.date|timesince }} ago</span>{% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}</span>
<a href="{% url helpdesk_followup_edit ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{{ STATIC_URL }}helpdesk/buttons/edit.png"></a>
</div>
{% if helpdesk_settings.HELPDESK_FOLLOWUP_MOD %}
<div class='followup_mod'>
<div class='title'>
<span class='byline'>{{ followup.user.get_full_name }}&nbsp;&nbsp;&nbsp;&nbsp;{{ followup.date }} ({{ followup.date|timesince }} ago)</span> <small>{{ followup.title }}</small>
{% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}
{% if helpdesk_settings.HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP %}
{% if followup.user and request.user == followup.user and not followup.ticketchange_set.all %}
<a href="{% url helpdesk_followup_edit ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{{ STATIC_URL }}helpdesk/buttons/edit.png"></a>
{% endif %}
{% endif %}
</div>
{% else %}
<div class='followup'>
<div class='title'>
{{ followup.title }} <span class='byline'>{% if followup.user %}by {{ followup.user }}{% endif %} <span title='{{ followup.date|date:"r" }}'>{{ followup.date|timesince }} ago</span>{% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}</span>
{% if helpdesk_settings.HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP %}
{% if followup.user and request.user == followup.user and not followup.ticketchange_set.all %}
<a href="{% url helpdesk_followup_edit ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{{ STATIC_URL }}helpdesk/buttons/edit.png"></a>
{% endif %}
{% endif %}
</div>
{% endif %}
<span class='followup-desc'>{% if followup.comment %}{{ followup.comment|force_escape|urlizetrunc:50|num_to_link|linebreaksbr }}{% endif %}</span>
{% for change in followup.ticketchange_set.all %}
{% if forloop.first %}<div class='changes'><ul>{% endif %}
@ -60,22 +93,32 @@
{% if forloop.last %}</div></ul>{% endif %}
{% endfor %}
{% for attachment in followup.attachment_set.all %}{% if forloop.first %}<div class='attachments'><ul>{% endif %}
<li><a href='{{ attachment.file.url }}'>{{ attachment.filename }}</a> ({{ attachment.mime_type }}, {{ attachment.size|filesizeformat }})</li>
<li><a href='{{ attachment.file.url }}'>{{ attachment.filename }}</a> ({{ attachment.mime_type }}, {{ attachment.size|filesizeformat }})
{% if followup.user and request.user == followup.user %}
<a href='{% url helpdesk_attachment_del ticket.id attachment.id %}'>delete</a>
{% endif %}
</li>
{% if forloop.last %}</ul></div>{% endif %}
{% endfor %}
</div>
{% endfor %}
{% endif %}
{% if helpdesk_settings.HELPDESK_TRANSLATE_TICKET_COMMENTS %}
</div>
{% endif %}
<div id='add-followup'>
<h3>{% trans "Respond to this ticket" %}</h3>
<form method='post' action='update/' enctype='multipart/form-data'>
<fieldset>
<dl>
{% if preset_replies %}
<dt><label for='id_preset'>{% trans "Use a Pre-set Reply" %}</label> <span class='form_optional'>(Optional)</span></dt>
<dd><select name='preset' id='id_preset'><option value=''>------</option>{% for preset in preset_replies %}<option value='{{ preset.id }}'>{{ preset.name }}</option>{% endfor %}</select></dd>
<dd class='form_help_text'>{% trans "Selecting a pre-set reply will over-write your comment below. You can then modify the pre-set reply to your liking before saving this update." %}</dd>
{% endif %}
<dt><label for='commentBox'>{% trans "Comment / Resolution" %}</label></dt>
<dd><textarea rows='8' cols='70' name='comment' id='commentBox'></textarea></dd>
@ -109,9 +152,13 @@
<input type='radio' name='new_status' value='5' id='st_duplicate' checked='checked'><label for='st_duplicate'>{% trans "Duplicate" %}</label></dd>
{% endifequal %}
{% if helpdesk_settings.HELPDESK_UPDATE_PUBLIC_DEFAULT %}
<input type='hidden' name='public' value='1'>
{% else %}
<dt><label for='id_public'>{% trans "Is this update public?" %}</label> <span class='form_optional'>(Optional)</span></dt>
<dd><input type='checkbox' name='public' value='1' checked='checked' /></dD>
<dd><input type='checkbox' name='public' value='1' checked='checked' /></dd>
<dd class='form_help_text'>{% trans "If this is public, the submitter will be e-mailed your comment or resolution." %}</dd>
{% endif %}
</dl>
<p id='ShowFurtherOptPara'><a href='#' id='ShowFurtherEditOptions'>{% trans "Change Further Details &raquo;" %}</a></p>
@ -128,6 +175,9 @@
<dt><label for='id_priority'>{% trans "Priority" %}</label></dt>
<dd><select id='id_priority' name='priority'>{% for p in priorities %}<option value='{{ p.0 }}'{% ifequal p.0 ticket.priority %} selected='selected'{% endifequal %}>{{ p.1 }}</option>{% endfor %}</select></dd>
<dt><label for='id_due_date'>{% trans "Due on" %}</label></dt>
<dd>{{ form.due_date }}</dd>
{% if tags_enabled %}
<dt><label for='id_tags'>{% trans "Tags" %}</label></dt>
<dd><input type='text' id='id_tags' name='tags' value='{{ ticket.tags }}'/></dd>
@ -155,5 +205,6 @@
{% csrf_token %}</form>
</div>
{% endblock %}

15
helpdesk/templates/helpdesk/ticket_desc_table.html
View File

@ -1,6 +1,15 @@
{% load i18n %}
<table width='100%'>
<tr class='row_tablehead'><td colspan='2'>{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status }}] <span class='ticket_toolbar'><a href='{% url helpdesk_edit ticket.id %}'><img src='{{ STATIC_URL }}helpdesk/buttons/edit.png' alt='Edit' title='Edit' width='60' height='15' /></a><a href='{% url helpdesk_delete ticket.id %}'><img src='{{ STATIC_URL }}helpdesk/buttons/delete.png' alt='Delete' title='Delete' width='60' height='15' /></a>{% if ticket.on_hold %}<a href='unhold/'>{% trans "Unhold" %}</a>{% else %}<a href='hold/'>{% trans "Hold" %}</a>{% endif %}</span></td></tr>
<tr class='row_tablehead'><td colspan='2'>{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status }}] <span class='ticket_toolbar'>
{% if helpdesk_settings.HELPDESK_SHOW_EDIT_BUTTON_TICKET_TOP %}
<a href='{% url helpdesk_edit ticket.id %}' class="ticket-edit"><img src='{{ STATIC_URL }}helpdesk/buttons/edit.png' alt='Edit' title='Edit' width='60' height='15' /></a>
{% endif %}
{% if helpdesk_settings.HELPDESK_SHOW_DELETE_BUTTON_TICKET_TOP %}
<a href='{% url helpdesk_delete ticket.id %}' class="ticket-delete"><img src='{{ STATIC_URL }}helpdesk/buttons/delete.png' alt='Delete' title='Delete' width='60' height='15' /></a>
{% endif %}
{% if helpdesk_settings.HELPDESK_SHOW_HOLD_BUTTON_TICKET_TOP %}
{% if ticket.on_hold %}<a href='unhold/' class="ticket-hold">{% trans "Unhold" %}</a>{% else %}<a href='hold/' class="ticket-hold">{% trans "Hold" %}</a>{% endif %}
{% endif %}</span></td></tr>
<tr class='row_columnheads'><th colspan='2'>{% blocktrans with ticket.queue as queue %}Queue: {{ queue }}{% endblocktrans %}</th></tr>
<tr class='{% cycle 'row_odd' 'row_even' as rowcolors %}'>
@ -25,7 +34,7 @@
<tr class='{% cycle rowcolors %}'>
<th>{% trans "Copies To" %}</th>
<td>{% for ticketcc in ticket.ticketcc_set.all %}{{ ticketcc.display }}{% if not forloop.last %}, {% endif %}{% endfor %} <strong><a href='{% url helpdesk_ticket_cc ticket.id %}'>{% trans "Manage" %}</a></strong></td>
<td>{% for ticketcc in ticket.ticketcc_set.all %}{{ ticketcc.display }}{% if not forloop.last %}, {% endif %}{% endfor %} <strong><a class='tooltip' href='{% url helpdesk_ticket_cc ticket.id %}'>{% trans "Manage" %}<span>{% trans "Click here to add / remove people who should receive an e-mail whenever this ticket is updated." %}</span></a></strong></td>
</tr>
{% if tags_enabled %}
@ -44,7 +53,7 @@
{% empty %}
<p>{% trans "This ticket has no dependencies." %}</p>
{% endfor %}
<p><a href='{% url helpdesk_ticket_dependency_add ticket.id %}'>{% trans "Add Dependency" %}</a></p>
<p><a class='tooltip' href='{% url helpdesk_ticket_dependency_add ticket.id %}'>{% trans "Add Dependency" %}<span>{% trans "Click on 'Add Dependency', if you want to make this ticket dependent on another ticket. A ticket may not be closed until all tickets it depends on are closed." %}</span></a></p>
</td>
</tr>

14
helpdesk/templates/helpdesk/user_settings.html
View File

@ -2,10 +2,20 @@
{% block helpdesk_title %}{% trans "Change User Settings" %}{% endblock %}
{% block helpdesk_body %}{% blocktrans %}
{% block helpdesk_body %}
{% if show_password_change_link %}
{% url auth_password_change as password_change_url %}
<h2>Change Password</h2>
<p>
Change your password <a href="{{ password_change_url }}" title="change your password">here</a>.
</p>
{% endif %}
{% blocktrans %}
<h2>User Settings</h2>
<p>Use the following options to change the way your helpdesk system works for you. These settings do not impact any other user.</p>{% endblocktrans %}
<p>Use the following options to change the way your helpdesk system works for you. These settings do not impact any other user.</p>
{% endblocktrans %}
<form method='post' action='./'>
<fieldset>

21
helpdesk/templatetags/load_helpdesk_settings.py Normal file
View File

@ -0,0 +1,21 @@
"""
django-helpdesk - A Django powered ticket tracker for small enterprise.
templatetags/load_helpdesk_settings.py - returns the settings as defined in
django-helpdesk/helpdesk/settings.py
"""
from django.template import Library
from helpdesk import settings as helpdesk_settings_config
def load_helpdesk_settings(request):
try:
return helpdesk_settings_config
except Exception, e:
import sys
print >> sys.stderr, "'load_helpdesk_settings' template tag (django-helpdesk) crashed with following error:"
print >> sys.stderr, e
return ''
register = Library()
register.filter('load_helpdesk_settings', load_helpdesk_settings)

8
helpdesk/urls.py
View File

@ -80,6 +80,10 @@ urlpatterns = patterns('helpdesk.views.staff',
url(r'^tickets/(?P<ticket_id>[0-9]+)/dependency/delete/(?P<dependency_id>[0-9]+)/$',
'ticket_dependency_del',
name='helpdesk_ticket_dependency_del'),
url(r'^tickets/(?P<ticket_id>[0-9]+)/attachment_delete/(?P<attachment_id>[0-9]+)/$',
'attachment_del',
name='helpdesk_attachment_del'),
url(r'^raw/(?P<type>\w+)/$',
'raw_details',
@ -130,6 +134,10 @@ urlpatterns += patterns('helpdesk.views.public',
url(r'^view/$',
'view_ticket',
name='helpdesk_public_view'),
url(r'^change_language/$',
'change_language',
name='helpdesk_public_change_language'),
)
urlpatterns += patterns('',

18
helpdesk/views/api.py
View File

@ -20,9 +20,10 @@ from django.http import HttpResponse
from django.shortcuts import render_to_response
from django.template import loader, Context
from django.utils import simplejson
from django.views.decorators.csrf import csrf_exempt
from helpdesk.forms import TicketForm
from helpdesk.lib import send_templated_mail
from helpdesk.lib import send_templated_mail, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp
STATUS_OK = 200
@ -33,6 +34,7 @@ STATUS_ERROR_PERMISSIONS = 403
STATUS_ERROR_BADMETHOD = 405
@csrf_exempt
def api(request, method):
"""
Regardless of any other paramaters, we provide a help screen
@ -191,11 +193,8 @@ class API:
f.save()
context = {
'ticket': ticket,
'queue': ticket.queue,
'comment': f.comment,
}
context = safe_template_context(ticket)
context['comment'] = f.comment
messages_sent_to = []
@ -266,11 +265,8 @@ class API:
)
f.save()
context = {
'ticket': ticket,
'queue': ticket.queue,
'resolution': f.comment,
}
context = safe_template_context(ticket)
context['resolution'] = f.comment
subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)

18
helpdesk/views/public.py
View File

@ -22,7 +22,10 @@ from helpdesk.models import Ticket, Queue, UserSettings
def homepage(request):
if request.user.is_staff:
if not request.user.is_authenticated() and helpdesk_settings.HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT:
return HttpResponseRedirect(reverse('login'))
if (request.user.is_staff or (request.user.is_authenticated() and helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
try:
if getattr(request.user.usersettings.settings, 'login_view_ticketlist', False):
return HttpResponseRedirect(reverse('helpdesk_list'))
@ -108,10 +111,16 @@ def view_ticket(request):
return update_ticket(request, ticket_id, public=True)
# redirect user back to this ticket if possible.
redirect_url = ''
if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
redirect_url = reverse('helpdesk_view', args=[ticket_id])
return render_to_response('helpdesk/public_view_ticket.html',
RequestContext(request, {
'ticket': ticket,
'helpdesk_settings': helpdesk_settings,
'next': redirect_url,
}))
return render_to_response('helpdesk/public_view_form.html',
@ -122,3 +131,10 @@ def view_ticket(request):
'helpdesk_settings': helpdesk_settings,
}))
def change_language(request):
return_to = ''
if request.GET.has_key('return_to'):
return_to = request.GET['return_to']
return render_to_response('helpdesk/public_change_language.html',
RequestContext(request, {'next': return_to}))

194
helpdesk/views/staff.py
View File

@ -15,6 +15,7 @@ from django.contrib.auth.models import User
from django.contrib.auth.decorators import login_required, user_passes_test
from django.core.files.base import ContentFile
from django.core.urlresolvers import reverse
from django.core.exceptions import ValidationError
from django.core import paginator
from django.db import connection
from django.db.models import Q
@ -23,19 +24,26 @@ from django.shortcuts import render_to_response, get_object_or_404
from django.template import loader, Context, RequestContext
from django.utils.translation import ugettext as _
from django.utils.html import escape
from django import forms
from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm, EditFollowUpForm, TicketDependencyForm
from helpdesk.lib import send_templated_mail, query_to_dict, apply_query, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC, TicketDependency
from helpdesk.settings import HAS_TAG_SUPPORT
from helpdesk import settings as helpdesk_settings
if HAS_TAG_SUPPORT:
from tagging.models import Tag, TaggedItem
staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
superuser_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_superuser)
if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
# treat 'normal' users like 'staff'
staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active)
else:
staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
superuser_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_superuser)
def dashboard(request):
"""
@ -44,18 +52,33 @@ def dashboard(request):
with options for them to 'Take' ownership of said tickets.
"""
# open & reopened tickets, assigned to current user
tickets = Ticket.objects.filter(
assigned_to=request.user,
).exclude(
status=Ticket.CLOSED_STATUS,
status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
)
# closed & resolved tickets, assigned to current user
tickets_closed_resolved = Ticket.objects.filter(
assigned_to=request.user,
status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
unassigned_tickets = Ticket.objects.filter(
assigned_to__isnull=True,
).exclude(
status=Ticket.CLOSED_STATUS,
)
# all tickets, reported by current user
all_tickets_reported_by_current_user = ''
email_current_user = request.user.email
if email_current_user:
all_tickets_reported_by_current_user = Ticket.objects.filter(
submitter_email=email_current_user,
).order_by('status')
# The following query builds a grid of queues & ticket statuses,
# to be displayed to the user. EG:
# Open Resolved
@ -63,23 +86,42 @@ def dashboard(request):
# Queue 2 4 12
cursor = connection.cursor()
cursor.execute("""
SELECT q.id as queue,
q.title AS name,
COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open,
COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved
FROM helpdesk_ticket t,
helpdesk_queue q
WHERE q.id = t.queue_id
GROUP BY queue, name
ORDER BY q.id;
""")
if helpdesk_settings.HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES:
cursor.execute("""
SELECT q.id as queue,
q.title AS name,
COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open,
COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved,
COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed
FROM helpdesk_ticket t,
helpdesk_queue q
WHERE q.id = t.queue_id
GROUP BY queue, name
ORDER BY q.id;
""")
else:
cursor.execute("""
SELECT q.id as queue,
q.title AS name,
COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open,
COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved,
COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed
FROM helpdesk_queue q
LEFT OUTER JOIN helpdesk_ticket t
ON q.id = t.queue_id
GROUP BY queue, name
ORDER BY q.id;
""")
dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)
return render_to_response('helpdesk/dashboard.html',
RequestContext(request, {
'user_tickets': tickets,
'user_tickets_closed_resolved': tickets_closed_resolved,
'unassigned_tickets': unassigned_tickets,
'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
'dash_tickets': dash_tickets,
}))
dashboard = staff_member_required(dashboard)
@ -127,9 +169,18 @@ def followup_edit(request, ticket_id, followup_id, ):
new_status = form.cleaned_data['new_status']
#will save previous date
old_date = followup.date
followup.delete()
new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
# keep old user if one did exist before.
if followup.user:
new_followup.user = followup.user
new_followup.save()
# get list of old attachments & link them to new_followup
attachments = Attachment.objects.filter(followup = followup)
for attachment in attachments:
attachment.followup = new_followup
attachment.save()
# delete old followup
followup.delete()
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
def view_ticket(request, ticket_id):
@ -166,10 +217,20 @@ def view_ticket(request, ticket_id):
return update_ticket(request, ticket_id)
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
else:
users = User.objects.filter(is_active=True).order_by('username')
# TODO: shouldn't this template get a form to begin with?
form = TicketForm(initial={'due_date':ticket.due_date})
return render_to_response('helpdesk/ticket.html',
RequestContext(request, {
'ticket': ticket,
'active_users': User.objects.filter(is_active=True).filter(is_staff=True).order_by('username'),
'form': form,
'active_users': users,
'priorities': Ticket.PRIORITY_CHOICES,
'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
'tags_enabled': HAS_TAG_SUPPORT,
@ -178,7 +239,7 @@ view_ticket = staff_member_required(view_ticket)
def update_ticket(request, ticket_id, public=False):
if not (public or (request.user.is_authenticated() and request.user.is_active and request.user.is_staff)):
if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
return HttpResponseForbidden(_('Sorry, you need to login to do that.'))
ticket = get_object_or_404(Ticket, id=ticket_id)
@ -189,12 +250,20 @@ def update_ticket(request, ticket_id, public=False):
public = request.POST.get('public', False)
owner = int(request.POST.get('owner', None))
priority = int(request.POST.get('priority', ticket.priority))
due_date = datetime(
int(request.POST.get('due_date_year')),
int(request.POST.get('due_date_month')),
int(request.POST.get('due_date_day')))
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
# this line sometimes creates problems if code is sent as a comment.
# if comment contains some django code, like "why does {% if bla %} crash",
# then the following line will give us a crash, since django expects {% if %}
# to be closed with an {% endif %} tag.
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
@ -202,7 +271,7 @@ def update_ticket(request, ticket_id, public=False):
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_staff:
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
f.user = request.user
f.public = public
@ -217,6 +286,7 @@ def update_ticket(request, ticket_id, public=False):
}
ticket.assigned_to = new_user
reassigned = True
# user changed owner to 'unassign'
elif owner == 0 and ticket.assigned_to is not None:
f.title = _('Unassigned')
ticket.assigned_to = None
@ -278,6 +348,16 @@ def update_ticket(request, ticket_id, public=False):
c.save()
ticket.priority = priority
if due_date != ticket.due_date:
c = TicketChange(
followup=f,
field=_('Due on'),
old_value=ticket.due_date,
new_value=due_date,
)
c.save()
ticket.due_date = due_date
if HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
@ -289,7 +369,7 @@ def update_ticket(request, ticket_id, public=False):
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
if new_status in [ Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ]:
ticket.resolution = comment
messages_sent_to = []
@ -377,7 +457,7 @@ def update_ticket(request, ticket_id, public=False):
ticket.save()
if request.user.is_staff:
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
@ -419,11 +499,11 @@ def mass_update(request):
f = FollowUp(ticket=t, date=datetime.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS)
f.save()
# Send email to Submitter, Owner, Queue CC
context = {
'ticket': t,
'queue': t.queue,
'resolution': t.resolution,
}
context = safe_template_context(t)
context.update(
resolution = t.resolution,
queue = t.queue,
)
messages_sent_to = []
@ -554,18 +634,27 @@ def ticket_list(request):
else:
queues = request.GET.getlist('queue')
if queues:
queues = [int(q) for q in queues]
query_params['filtering']['queue__id__in'] = queues
try:
queues = [int(q) for q in queues]
query_params['filtering']['queue__id__in'] = queues
except ValueError:
pass
owners = request.GET.getlist('assigned_to')
if owners:
owners = [int(u) for u in owners]
query_params['filtering']['assigned_to__id__in'] = owners
try:
owners = [int(u) for u in owners]
query_params['filtering']['assigned_to__id__in'] = owners
except ValueError:
pass
statuses = request.GET.getlist('status')
if statuses:
statuses = [int(s) for s in statuses]
query_params['filtering']['status__in'] = statuses
try:
statuses = [int(s) for s in statuses]
query_params['filtering']['status__in'] = statuses
except ValueError:
pass
date_from = request.GET.get('date_from')
if date_from:
@ -598,8 +687,15 @@ def ticket_list(request):
sortreverse = request.GET.get('sortreverse', None)
query_params['sortreverse'] = sortreverse
ticket_qs = apply_query(Ticket.objects.select_related(), query_params)
print >> sys.stderr, str(ticket_qs.query)
try:
ticket_qs = apply_query(Ticket.objects.select_related(), query_params)
except ValidationError:
# invalid parameters in query, return default query
query_params = {
'filtering': {'status__in': [1, 2, 3]},
'sorting': 'created',
}
ticket_qs = apply_query(Ticket.objects.select_related(), query_params)
## TAG MATCHING
if HAS_TAG_SUPPORT:
@ -694,7 +790,13 @@ def create_ticket(request):
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True).order_by('username')]
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
else:
users = User.objects.filter(is_active=True).order_by('username')
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in users]
if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
form.fields['assigned_to'].widget = forms.HiddenInput()
return render_to_response('helpdesk/create_ticket.html',
RequestContext(request, {
@ -824,7 +926,7 @@ def run_report(request, report):
periods = []
year, month = first_year, first_month
working = True
periods.append("%s %s" % (months[month], year))
periods.append("%s %s" % (months[month - 1], year))
while working:
month += 1
@ -833,7 +935,7 @@ def run_report(request, report):
month = 1
if (year > last_year) or (month > last_month and year >= last_year):
working = False
periods.append("%s %s" % (months[month], year))
periods.append("%s %s" % (months[month - 1], year))
if report == 'userpriority':
title = _('User by Priority')
@ -894,7 +996,7 @@ def run_report(request, report):
elif report == 'usermonth':
metric1 = u'%s' % ticket.get_assigned_to
metric2 = u'%s %s' % (months[ticket.created.month], ticket.created.year)
metric2 = u'%s %s' % (months[ticket.created.month - 1], ticket.created.year)
elif report == 'queuepriority':
metric1 = u'%s' % ticket.queue.title
@ -906,14 +1008,14 @@ def run_report(request, report):
elif report == 'queuemonth':
metric1 = u'%s' % ticket.queue.title
metric2 = u'%s %s' % (months[ticket.created.month], ticket.created.year)
metric2 = u'%s %s' % (months[ticket.created.month - 1], ticket.created.year)
summarytable[metric1, metric2] += 1
table = []
header1 = sorted(set(list( i.encode('utf-8') for i,_ in summarytable.keys() )))
column_headings = [col1heading] + possible_options
# Pivot the data so that 'header1' fields are always first column
@ -975,9 +1077,16 @@ def user_settings(request):
else:
form = UserSettingsForm(s.settings)
user = User.objects.get(id = request.user.id)
show_password_change_link = 0
# we don't want non-local users to see the 'change password' link.
if helpdesk_settings.HELPDESK_SHOW_CHANGE_PASSWORD and user.has_usable_password():
show_password_change_link = 1
return render_to_response('helpdesk/user_settings.html',
RequestContext(request, {
'form': form,
'show_password_change_link': show_password_change_link,
}))
user_settings = staff_member_required(user_settings)
@ -1087,3 +1196,10 @@ def ticket_dependency_del(request, ticket_id, dependency_id):
}))
ticket_dependency_del = staff_member_required(ticket_dependency_del)
def attachment_del(request, ticket_id, attachment_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
attachment = get_object_or_404(Attachment, id=attachment_id)
attachment.delete()
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
attachment_del = staff_member_required(attachment_del)