""" 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. """ import logging from datetime import datetime, date, time from django.core.exceptions import ObjectDoesNotExist, ValidationError from django import forms from django.conf import settings from django.utils.translation import ugettext_lazy as _ from django.contrib.auth import get_user_model from django.utils import timezone from helpdesk.lib import safe_template_context, process_attachments from helpdesk.models import (Ticket, Queue, FollowUp, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency, UserSettings, KBItem) from helpdesk import settings as helpdesk_settings logger = logging.getLogger(__name__) User = get_user_model() CUSTOMFIELD_TO_FIELD_DICT = { # Store the immediate equivalences here 'boolean': forms.BooleanField, 'date': forms.DateField, 'time': forms.TimeField, 'datetime': forms.DateTimeField, 'email': forms.EmailField, 'url': forms.URLField, 'ipaddress': forms.GenericIPAddressField, 'slug': forms.SlugField, } CUSTOMFIELD_DATE_FORMAT = "%Y-%m-%d" CUSTOMFIELD_TIME_FORMAT = "%H:%M:%S" CUSTOMFIELD_DATETIME_FORMAT = f"{CUSTOMFIELD_DATE_FORMAT} {CUSTOMFIELD_TIME_FORMAT}" class CustomFieldMixin(object): """ Mixin that provides a method to turn CustomFields into an actual field """ def customfield_to_field(self, field, instanceargs): # Use TextInput widget by default instanceargs['widget'] = forms.TextInput(attrs={'class': 'form-control'}) # if-elif branches start with special cases 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(attrs={'class': 'form-control'}) instanceargs['max_length'] = field.max_length elif field.data_type == 'integer': fieldclass = forms.IntegerField instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'}) elif field.data_type == 'decimal': fieldclass = forms.DecimalField instanceargs['decimal_places'] = field.decimal_places instanceargs['max_digits'] = field.max_length instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'}) elif field.data_type == 'list': fieldclass = forms.ChoiceField choices = field.choices_as_array if field.empty_selection_list: choices.insert(0, ('', '---------')) instanceargs['choices'] = choices instanceargs['widget'] = forms.Select(attrs={'class': 'form-control'}) else: # Try to use the immediate equivalences dictionary try: fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type] # Change widgets for the following classes if fieldclass == forms.DateField: instanceargs['widget'] = forms.DateInput(attrs={'class': 'form-control date-field'}) elif fieldclass == forms.DateTimeField: instanceargs['widget'] = forms.DateTimeInput(attrs={'class': 'form-control datetime-field'}) elif fieldclass == forms.TimeField: instanceargs['widget'] = forms.TimeInput(attrs={'class': 'form-control time-field'}) elif fieldclass == forms.BooleanField: instanceargs['widget'] = forms.CheckboxInput(attrs={'class': 'form-control'}) except KeyError: # The data_type was not found anywhere raise NameError("Unrecognized data_type %s" % field.data_type) 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') class Media: js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js') def __init__(self, *args, **kwargs): """ Add any custom fields that are defined to the form """ super(EditTicketForm, self).__init__(*args, **kwargs) # Disable and add help_text to the merged_to field on this form self.fields['merged_to'].disabled = True self.fields['merged_to'].help_text = _('This ticket is merged into the selected ticket.') for field in CustomField.objects.all(): initial_value = None try: current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field) initial_value = current_value.value # Attempt to convert from fixed format string to date/time data type if 'datetime' == current_value.field.data_type: initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATETIME_FORMAT) elif 'date' == current_value.field.data_type: initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATE_FORMAT) elif 'time' == current_value.field.data_type: initial_value = datetime.strptime(initial_value, CUSTOMFIELD_TIME_FORMAT) # If it is boolean field, transform the value to a real boolean instead of a string elif 'boolean' == current_value.field.data_type: initial_value = 'True' == initial_value except (TicketCustomFieldValue.DoesNotExist, ValueError, TypeError): # ValueError error if parsing fails, using initial_value = current_value.value # TypeError if parsing None type pass instanceargs = { 'label': field.label, 'help_text': field.help_text, '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 ObjectDoesNotExist: cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield) # Convert date/time data type to known fixed format string. if datetime is type(value): cfv.value = value.strftime(CUSTOMFIELD_DATETIME_FORMAT) elif date is type(value): cfv.value = value.strftime(CUSTOMFIELD_DATE_FORMAT) elif time is type(value): cfv.value = value.strftime(CUSTOMFIELD_TIME_FORMAT) else: cfv.value = value cfv.save() return super(EditTicketForm, self).save(*args, **kwargs) class EditFollowUpForm(forms.ModelForm): class Meta: model = FollowUp exclude = ('date', 'user',) 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 AbstractTicketForm(CustomFieldMixin, forms.Form): """ Contain all the common code and fields between "TicketForm" and "PublicTicketForm". This Form is not intended to be used directly. """ queue = forms.ChoiceField( widget=forms.Select(attrs={'class': 'form-control'}), label=_('Queue'), required=True, choices=() ) title = forms.CharField( max_length=100, required=True, widget=forms.TextInput(attrs={'class': 'form-control'}), label=_('Summary of the problem'), ) body = forms.CharField( widget=forms.Textarea(attrs={'class': 'form-control'}), label=_('Description of your issue'), required=True, help_text=_('Please be as descriptive as possible and include all details'), ) priority = forms.ChoiceField( widget=forms.Select(attrs={'class': 'form-control'}), choices=Ticket.PRIORITY_CHOICES, required=True, initial=getattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY', '3'), label=_('Priority'), help_text=_("Please select a priority carefully. If unsure, leave it as '3'."), ) due_date = forms.DateTimeField( widget=forms.TextInput(attrs={'class': 'form-control', 'autocomplete': 'off'}), required=False, input_formats=[CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"], label=_('Due on'), ) attachment = forms.FileField( widget=forms.FileInput(attrs={'class': 'form-control-file'}), required=False, label=_('Attach File'), help_text=_('You can attach a file such as a document or screenshot to this ticket.'), ) class Media: js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js') def __init__(self, kbcategory=None, *args, **kwargs): super().__init__(*args, **kwargs) if kbcategory: self.fields['kbitem'] = forms.ChoiceField( widget=forms.Select(attrs={'class': 'form-control'}), required=False, label=_('Knowledge Base Item'), choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk, enabled=True)], ) def _add_form_custom_fields(self, staff_only_filter=None): if staff_only_filter is None: queryset = CustomField.objects.all() else: queryset = CustomField.objects.filter(staff_only=staff_only_filter) for field in queryset: instanceargs = { 'label': field.label, 'help_text': field.help_text, 'required': field.required, } self.customfield_to_field(field, instanceargs) def _get_queue(self): # this procedure is re-defined for public submission form return Queue.objects.get(id=int(self.cleaned_data['queue'])) def _create_ticket(self): queue = self._get_queue() kbitem = None if 'kbitem' in self.cleaned_data: kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem'])) ticket = Ticket( title=self.cleaned_data['title'], submitter_email=self.cleaned_data['submitter_email'], created=timezone.now(), status=Ticket.OPEN_STATUS, queue=queue, description=self.cleaned_data['body'], priority=self.cleaned_data.get( 'priority', getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3") ), due_date=self.cleaned_data.get( 'due_date', getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None) ) or None, kbitem=kbitem, ) return ticket, queue def _create_custom_fields(self, ticket): for field, value in self.cleaned_data.items(): if field.startswith('custom_'): field_name = field.replace('custom_', '', 1) custom_field = CustomField.objects.get(name=field_name) cfv = TicketCustomFieldValue(ticket=ticket, field=custom_field, value=value) cfv.save() def _create_follow_up(self, ticket, title, user=None): followup = FollowUp(ticket=ticket, title=title, date=timezone.now(), public=True, comment=self.cleaned_data['body'], ) if user: followup.user = user return followup def _attach_files_to_follow_up(self, followup): files = self.cleaned_data['attachment'] if files: files = process_attachments(followup, [files]) return files @staticmethod def _send_messages(ticket, queue, followup, files, user=None): context = safe_template_context(ticket) context['comment'] = followup.comment roles = {'submitter': ('newticket_submitter', context), 'new_ticket_cc': ('newticket_cc', context), 'ticket_cc': ('newticket_cc', context)} if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign: roles['assigned_to'] = ('assigned_owner', context) ticket.send( roles, fail_silently=True, files=files, ) class TicketForm(AbstractTicketForm): """ Ticket Form creation for registered users. """ submitter_email = forms.EmailField( required=False, label=_('Submitter E-Mail Address'), widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}), help_text=_('This e-mail address will receive copies of all public ' 'updates to this ticket.'), ) assigned_to = forms.ChoiceField( widget=( forms.Select(attrs={'class': 'form-control'}) if not helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO else forms.HiddenInput() ), 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.'), choices=() ) def __init__(self, *args, **kwargs): """ Add any custom fields that are defined to the form. """ queue_choices = kwargs.pop("queue_choices") super().__init__(*args, **kwargs) self.fields['queue'].choices = queue_choices if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS: assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD) else: assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD) self.fields['assigned_to'].choices = [('', '--------')] + [(u.id, u.get_username()) for u in assignable_users] self._add_form_custom_fields() def save(self, user): """ Writes and returns a Ticket() object """ ticket, queue = self._create_ticket() if self.cleaned_data['assigned_to']: try: u = User.objects.get(id=self.cleaned_data['assigned_to']) ticket.assigned_to = u except User.DoesNotExist: ticket.assigned_to = None ticket.save() self._create_custom_fields(ticket) if self.cleaned_data['assigned_to']: title = _('Ticket Opened & Assigned to %(name)s') % { 'name': ticket.get_assigned_to or _("") } else: title = _('Ticket Opened') followup = self._create_follow_up(ticket, title=title, user=user) followup.save() files = self._attach_files_to_follow_up(followup) self._send_messages(ticket=ticket, queue=queue, followup=followup, files=files, user=user) return ticket class PublicTicketForm(AbstractTicketForm): """ Ticket Form creation for all users (public-facing). """ submitter_email = forms.EmailField( widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}), required=True, label=_('Your E-Mail Address'), help_text=_('We will e-mail you when your ticket is updated.'), ) def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs): """ Add any (non-staff) custom fields that are defined to the form """ super(PublicTicketForm, self).__init__(*args, **kwargs) self._add_form_custom_fields(False) for field in self.fields.keys(): if field in hidden_fields: self.fields[field].widget = forms.HiddenInput() if field in readonly_fields: self.fields[field].disabled = True field_deletion_table = { 'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE', 'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY', 'due_date': 'HELPDESK_PUBLIC_TICKET_DUE_DATE', } for field_name, field_setting_key in field_deletion_table.items(): has_settings_default_value = getattr(settings, field_setting_key, None) if has_settings_default_value is not None: del self.fields[field_name] public_queues = Queue.objects.filter(allow_public_submission=True) if len(public_queues) == 0: logger.warning( "There are no public queues defined - public ticket creation is impossible" ) if 'queue' in self.fields: self.fields['queue'].choices = [('', '--------')] + [ (q.id, q.title) for q in public_queues] def _get_queue(self): if getattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE', None) is not None: # force queue to be the pre-defined one # (only for public submissions) public_queue = Queue.objects.filter( slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE ).first() if not public_queue: logger.fatal( "Public queue '%s' is configured as default but can't be found", settings.HELPDESK_PUBLIC_TICKET_QUEUE ) return public_queue else: # get the queue user entered return Queue.objects.get(id=int(self.cleaned_data['queue'])) def save(self, user): """ Writes and returns a Ticket() object """ ticket, queue = self._create_ticket() if queue.default_owner and not ticket.assigned_to: ticket.assigned_to = queue.default_owner ticket.save() self._create_custom_fields(ticket) followup = self._create_follow_up( ticket, title=_('Ticket Opened Via Web'), user=user) followup.save() files = self._attach_files_to_follow_up(followup) self._send_messages(ticket=ticket, queue=queue, followup=followup, files=files) return ticket class UserSettingsForm(forms.ModelForm): class Meta: model = UserSettings exclude = ['user', 'settings_pickled'] class EmailIgnoreForm(forms.ModelForm): class Meta: model = IgnoreEmail exclude = [] class TicketCCForm(forms.ModelForm): ''' Adds either an email address or helpdesk user as a CC on a Ticket. Used for processing POST requests. ''' class Meta: model = TicketCC exclude = ('ticket',) 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 TicketCCUserForm(forms.ModelForm): ''' Adds a helpdesk user as a CC on a Ticket ''' def __init__(self, *args, **kwargs): super(TicketCCUserForm, 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', 'email',) class TicketCCEmailForm(forms.ModelForm): ''' Adds an email address as a CC on a Ticket ''' def __init__(self, *args, **kwargs): super(TicketCCEmailForm, self).__init__(*args, **kwargs) class Meta: model = TicketCC exclude = ('ticket', 'user',) class TicketDependencyForm(forms.ModelForm): ''' Adds a different ticket as a dependency for this Ticket ''' class Meta: model = TicketDependency exclude = ('ticket',) class MultipleTicketSelectForm(forms.Form): tickets = forms.ModelMultipleChoiceField( label=_('Tickets to merge'), queryset=Ticket.objects.filter(merged_to=None), widget=forms.SelectMultiple(attrs={'class': 'form-control'}) ) def clean_tickets(self): tickets = self.cleaned_data.get('tickets') if len(tickets) < 2: raise ValidationError(_('Please choose at least 2 tickets.')) if len(tickets) > 4: raise ValidationError(_('Impossible to merge more than 4 tickets...')) queues = tickets.order_by('queue').distinct().values_list('queue', flat=True) if len(queues) != 1: raise ValidationError(_('All selected tickets must share the same queue in order to be merged.')) return tickets