"""
django-helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
forms.py - Definitions of newforms-based forms for creating and maintaining
tickets.
"""
try:
from StringIO import StringIO
except ImportError:
from io import StringIO
from django import forms
from django.forms import extras
from django.core.files.storage import default_storage
from django.conf import settings
from django.utils.translation import ugettext as _
try:
from django.contrib.auth import get_user_model
User = get_user_model()
except ImportError:
from django.contrib.auth.models import User
try:
from django.utils import timezone
except ImportError:
from datetime import datetime as timezone
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 import settings as helpdesk_settings
class CustomFieldMixin(object):
"""
Mixin that provides a method to turn CustomFields into an actual field
"""
def customfield_to_field(self, field, instanceargs):
if field.data_type == 'varchar':
fieldclass = forms.CharField
instanceargs['max_length'] = field.max_length
elif field.data_type == 'text':
fieldclass = forms.CharField
instanceargs['widget'] = forms.Textarea
instanceargs['max_length'] = field.max_length
elif field.data_type == 'integer':
fieldclass = forms.IntegerField
elif field.data_type == 'decimal':
fieldclass = forms.DecimalField
instanceargs['decimal_places'] = field.decimal_places
instanceargs['max_digits'] = field.max_length
elif field.data_type == 'list':
fieldclass = forms.ChoiceField
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
elif field.data_type == 'time':
fieldclass = forms.TimeField
elif field.data_type == 'datetime':
fieldclass = forms.DateTimeField
elif field.data_type == 'email':
fieldclass = forms.EmailField
elif field.data_type == 'url':
fieldclass = forms.URLField
elif field.data_type == 'ipaddress':
fieldclass = forms.IPAddressField
elif field.data_type == 'slug':
fieldclass = forms.SlugField
self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
class EditTicketForm(CustomFieldMixin, forms.ModelForm):
class Meta:
model = Ticket
exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form
"""
super(EditTicketForm, self).__init__(*args, **kwargs)
for field in CustomField.objects.all():
try:
current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
initial_value = current_value.value
except TicketCustomFieldValue.DoesNotExist:
initial_value = None
instanceargs = {
'label': field.label,
'help_text': field.help_text,
'required': field.required,
'initial': initial_value,
}
self.customfield_to_field(field, instanceargs)
def save(self, *args, **kwargs):
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
try:
cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
except:
cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
cfv.value = value
cfv.save()
return super(EditTicketForm, self).save(*args, **kwargs)
class EditFollowUpForm(forms.ModelForm):
def __init__(self, *args, **kwargs):
"Filter not openned tickets here."
super(EditFollowUpForm, self).__init__(*args, **kwargs)
self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
class Meta:
model = FollowUp
exclude = ('date', 'user',)
class TicketForm(CustomFieldMixin, forms.Form):
queue = forms.ChoiceField(
label=_('Queue'),
required=True,
choices=()
)
title = forms.CharField(
max_length=100,
required=True,
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(attrs={'cols': 47, 'rows': 15}),
label=_('Description of Issue'),
required=True,
)
assigned_to = forms.ChoiceField(
choices=(),
required=False,
label=_('Case owner'),
help_text=_('If you select an owner other than yourself, they\'ll be '
'e-mailed details of this ticket immediately.'),
)
priority = forms.ChoiceField(
choices=Ticket.PRIORITY_CHOICES,
required=False,
initial='3',
label=_('Priority'),
help_text=_('Please select a priority carefully. If unsure, leave it '
'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'),
help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
)
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form
"""
super(TicketForm, self).__init__(*args, **kwargs)
for field in CustomField.objects.all():
instanceargs = {
'label': field.label,
'help_text': field.help_text,
'required': field.required,
}
self.customfield_to_field(field, instanceargs)
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket( title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
if self.cleaned_data['assigned_to']:
try:
u = User.objects.get(id=self.cleaned_data['assigned_to'])
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp( ticket = t,
title = _('Ticket Opened'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
user = user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
try:
files.append([a.filename, a.file])
except NotImplementedError:
pass
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
class PublicTicketForm(CustomFieldMixin, forms.Form):
queue = forms.ChoiceField(
label=_('Queue'),
required=True,
choices=()
)
title = forms.CharField(
max_length=100,
required=True,
widget=forms.TextInput(),
label=_('Summary of your query'),
)
submitter_email = forms.EmailField(
required=True,
label=_('Your E-Mail Address'),
help_text=_('We will e-mail you when your ticket is updated.'),
)
body = forms.CharField(
widget=forms.Textarea(),
label=_('Description of your issue'),
required=True,
help_text=_('Please be as descriptive as possible, including any '
'details we may need to address your query.'),
)
priority = forms.ChoiceField(
choices=Ticket.PRIORITY_CHOICES,
required=True,
initial='3',
label=_('Urgency'),
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'),
help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
max_length=1000,
)
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form
"""
super(PublicTicketForm, self).__init__(*args, **kwargs)
for field in CustomField.objects.filter(staff_only=False):
instanceargs = {
'label': field.label,
'help_text': field.help_text,
'required': field.required,
}
self.customfield_to_field(field, instanceargs)
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(
title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket = t,
title = _('Ticket Opened Via Web'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
)
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append([a.filename, a.file])
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
class UserSettingsForm(forms.Form):
login_view_ticketlist = forms.BooleanField(
label=_('Show Ticket List on Login?'),
help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'),
required=False,
)
email_on_ticket_change = forms.BooleanField(
label=_('E-mail me on ticket change?'),
help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'),
required=False,
)
email_on_ticket_assign = forms.BooleanField(
label=_('E-mail me when assigned a ticket?'),
help_text=_('If you are assigned a ticket via the web, do you want to receive an e-mail?'),
required=False,
)
email_on_ticket_apichange = forms.BooleanField(
label=_('E-mail me when a ticket is changed via the API?'),
help_text=_('If a ticket is altered by the API, do you want to receive an e-mail?'),
required=False,
)
tickets_per_page = forms.IntegerField(
label=_('Number of tickets to show per page'),
help_text=_('How many tickets do you want to see on the Ticket List page?'),
required=False,
min_value=1,
max_value=1000,
)
use_email_as_submitter = forms.BooleanField(
label=_('Use my e-mail address when submitting tickets?'),
help_text=_('When you submit a ticket, do you want to automatically use your e-mail address as the submitter address? You can type a different e-mail address when entering the ticket if needed, this option only changes the default.'),
required=False,
)
class EmailIgnoreForm(forms.ModelForm):
class Meta:
model = IgnoreEmail
exclude = []
class TicketCCForm(forms.ModelForm):
def __init__(self, *args, **kwargs):
super(TicketCCForm, self).__init__(*args, **kwargs)
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
else:
users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
self.fields['user'].queryset = users
class Meta:
model = TicketCC
exclude = ('ticket',)
class TicketDependencyForm(forms.ModelForm):
class Meta:
model = TicketDependency
exclude = ('ticket',)