forked from extern/django-helpdesk
562 lines
18 KiB
Python
562 lines
18 KiB
Python
"""
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Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
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views/staff.py - The bulk of the application - provides most business logic and
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renders all staff-facing views.
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"""
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from datetime import datetime
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from django.contrib.auth.models import User
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from django.contrib.auth.decorators import login_required
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from django.core.files.base import ContentFile
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from django.core.urlresolvers import reverse
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from django.db import connection
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from django.db.models import Q
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from django.http import HttpResponseRedirect, Http404, HttpResponse
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from django.shortcuts import render_to_response, get_object_or_404
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from django.template import loader, Context, RequestContext
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from django.utils.translation import ugettext as _
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from helpdesk.forms import TicketForm
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from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict
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from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment
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def dashboard(request):
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"""
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A quick summary overview for users: A list of their own tickets, a table
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showing ticket counts by queue/status, and a list of unassigned tickets
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with options for them to 'Take' ownership of said tickets.
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"""
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tickets = Ticket.objects.filter(
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assigned_to=request.user,
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).exclude(
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status=Ticket.CLOSED_STATUS,
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)
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unassigned_tickets = Ticket.objects.filter(
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assigned_to__isnull=True,
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).exclude(
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status=Ticket.CLOSED_STATUS,
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)
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# The following query builds a grid of queues & ticket statuses,
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# to be displayed to the user. EG:
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# Open Resolved
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# Queue 1 10 4
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# Queue 2 4 12
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cursor = connection.cursor()
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cursor.execute("""
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SELECT q.id as queue,
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q.title AS name,
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COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open,
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COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved
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FROM helpdesk_ticket t,
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helpdesk_queue q
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WHERE q.id = t.queue_id
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GROUP BY queue, name
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ORDER BY q.id;
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""")
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dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)
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return render_to_response('helpdesk/dashboard.html',
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RequestContext(request, {
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'user_tickets': tickets,
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'unassigned_tickets': unassigned_tickets,
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'dash_tickets': dash_tickets,
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}))
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dashboard = login_required(dashboard)
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def delete_ticket(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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if request.method == 'GET':
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return render_to_response('helpdesk/delete_ticket.html',
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RequestContext(request, {
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'ticket': ticket,
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}))
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else:
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ticket.delete()
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return HttpResponseRedirect(reverse('helpdesk_home'))
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delete_ticket = login_required(delete_ticket)
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def view_ticket(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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if request.GET.has_key('take'):
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# Allow the user to assign the ticket to themselves whilst viewing it.
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ticket.assigned_to = request.user
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ticket.save()
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if request.GET.has_key('close') and ticket.status == Ticket.RESOLVED_STATUS:
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if not ticket.assigned_to:
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owner = 0
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else:
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owner = ticket.assigned_to.id
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# Trick the update_ticket() view into thinking it's being called with
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# a valid POST.
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request.POST = {
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'new_status': Ticket.CLOSED_STATUS,
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'public': 1,
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'owner': owner,
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'title': ticket.title,
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'comment': _('Accepted resolution and closed ticket'),
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}
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return update_ticket(request, ticket_id)
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return render_to_response('helpdesk/ticket.html',
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RequestContext(request, {
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'ticket': ticket,
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'active_users': User.objects.filter(is_active=True),
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'priorities': Ticket.PRIORITY_CHOICES,
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'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
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}))
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view_ticket = login_required(view_ticket)
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def update_ticket(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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comment = request.POST.get('comment', '')
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new_status = int(request.POST.get('new_status', ticket.status))
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title = request.POST.get('title', '')
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public = request.POST.get('public', False)
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owner = int(request.POST.get('owner', None))
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priority = int(request.POST.get('priority', ticket.priority))
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if not owner and ticket.assigned_to:
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owner = ticket.assigned_to.id
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f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment, user=request.user)
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f.public = public
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reassigned = False
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if owner:
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if owner != 0 and (ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to:
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new_user = User.objects.get(id=owner)
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f.title = _('Assigned to %(username)s') % {
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'username': new_user.username,
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}
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ticket.assigned_to = new_user
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reassigned = True
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else:
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f.title = _('Unassigned')
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ticket.assigned_to = None
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if new_status != ticket.status:
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ticket.status = new_status
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ticket.save()
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f.new_status = new_status
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if f.title:
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f.title += ' and %s' % ticket.get_status_display()
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else:
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f.title = '%s' % ticket.get_status_display()
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if not f.title:
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if f.comment:
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f.title = _('Comment')
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else:
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f.title = _('Updated')
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f.save()
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if title != ticket.title:
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c = TicketChange(
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followup=f,
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field=_('Title'),
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old_value=ticket.title,
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new_value=title,
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)
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c.save()
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ticket.title = title
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if priority != ticket.priority:
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c = TicketChange(
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followup=f,
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field=_('Priority'),
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old_value=ticket.priority,
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new_value=priority,
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)
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c.save()
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ticket.priority = priority
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if f.new_status == Ticket.RESOLVED_STATUS:
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ticket.resolution = comment
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if ticket.submitter_email and ((f.comment != '' and public) or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
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context = {
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'ticket': ticket,
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'queue': ticket.queue,
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'resolution': ticket.resolution,
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'comment': f.comment,
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}
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if f.new_status == Ticket.RESOLVED_STATUS:
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template = 'resolved_submitter'
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elif f.new_status == Ticket.CLOSED_STATUS:
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template = 'closed_submitter'
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else:
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template = 'updated_submitter'
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send_templated_mail(
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template,
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context,
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recipients=ticket.submitter_email,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email:
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# We only send e-mails to staff members if the ticket is updated by
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# another user.
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if reassigned:
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template_staff = 'assigned_owner'
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elif f.new_status == Ticket.RESOLVED_STATUS:
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template_staff = 'resolved_owner'
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elif f.new_status == Ticket.CLOSED_STATUS:
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template_staff = 'closed_owner'
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else:
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template_staff = 'updated_owner'
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send_templated_mail(
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template_staff,
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context,
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recipients=ticket.assigned_to.email,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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if ticket.queue.updated_ticket_cc:
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if reassigned:
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template_cc = 'assigned_cc'
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elif f.new_status == Ticket.RESOLVED_STATUS:
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template_cc = 'resolved_cc'
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elif f.new_status == Ticket.CLOSED_STATUS:
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template_cc = 'closed_cc'
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else:
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template_cc = 'updated_cc'
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send_templated_mail(
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template_cc,
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context,
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recipients=ticket.queue.updated_ticket_cc,
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sender=ticket.queue.from_address,
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fail_silently=True,
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)
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if request.FILES:
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for file in request.FILES.getlist('attachment'):
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filename = file['filename'].replace(' ', '_')
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a = Attachment(
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followup=f,
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filename=filename,
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mime_type=file['content-type'],
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size=len(file['content']),
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)
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a.file.save(file['filename'], ContentFile(file['content']))
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a.save()
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ticket.save()
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return HttpResponseRedirect(ticket.get_absolute_url())
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update_ticket = login_required(update_ticket)
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def ticket_list(request):
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tickets = Ticket.objects.select_related()
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context = {}
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### FILTERING
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queues = request.GET.getlist('queue')
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if queues:
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queues = [int(q) for q in queues]
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tickets = tickets.filter(queue__id__in=queues)
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context = dict(context, queues=queues)
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owners = request.GET.getlist('assigned_to')
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if owners:
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owners = [int(u) for u in owners]
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tickets = tickets.filter(assigned_to__id__in=owners)
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context = dict(context, owners=owners)
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statuses = request.GET.getlist('status')
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if statuses:
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statuses = [int(s) for s in statuses]
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tickets = tickets.filter(status__in=statuses)
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context = dict(context, statuses=statuses)
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### KEYWORD SEARCHING
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q = request.GET.get('q', None)
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if q:
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qset = (
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Q(title__icontains=q) |
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Q(description__icontains=q) |
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Q(resolution__icontains=q) |
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Q(submitter_email__icontains=q)
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)
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tickets = tickets.filter(qset)
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context = dict(context, query=q)
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### SORTING
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sort = request.GET.get('sort', None)
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if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
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sort = 'created'
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tickets = tickets.order_by(sort)
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context = dict(context, sort=sort)
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return render_to_response('helpdesk/ticket_list.html',
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RequestContext(request, dict(
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context,
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tickets=tickets,
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user_choices=User.objects.filter(is_active=True),
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queue_choices=Queue.objects.all(),
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status_choices=Ticket.STATUS_CHOICES,
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)))
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ticket_list = login_required(ticket_list)
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def create_ticket(request):
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if request.method == 'POST':
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form = TicketForm(request.POST)
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form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
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form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)]
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if form.is_valid():
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ticket = form.save(user=request.user)
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return HttpResponseRedirect(ticket.get_absolute_url())
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else:
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form = TicketForm()
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form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
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form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)]
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return render_to_response('helpdesk/create_ticket.html',
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RequestContext(request, {
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'form': form,
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}))
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create_ticket = login_required(create_ticket)
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def raw_details(request, type):
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# TODO: This currently only supports spewing out 'PreSetReply' objects,
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# in the future it needs to be expanded to include other items. All it
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# does is return a plain-text representation of an object.
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if not type in ('preset',):
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raise Http404
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if type == 'preset' and request.GET.get('id', False):
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try:
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preset = PreSetReply.objects.get(id=request.GET.get('id'))
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return HttpResponse(preset.body)
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except PreSetReply.DoesNotExist:
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raise Http404
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raise Http404
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raw_details = login_required(raw_details)
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def hold_ticket(request, ticket_id, unhold=False):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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if unhold:
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ticket.on_hold = False
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title = _('Ticket taken off hold')
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else:
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ticket.on_hold = True
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title = _('Ticket placed on hold')
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f = FollowUp(
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ticket = ticket,
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user = request.user,
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title = title,
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date = datetime.now(),
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public = True,
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)
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f.save()
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ticket.save()
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return HttpResponseRedirect(ticket.get_absolute_url())
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hold_ticket = login_required(hold_ticket)
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def unhold_ticket(request, ticket_id):
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return hold_ticket(request, ticket_id, unhold=True)
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unhold_ticket = login_required(unhold_ticket)
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def rss_list(request):
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return render_to_response('helpdesk/rss_list.html',
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RequestContext(request, {
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'queues': Queue.objects.all(),
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}))
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rss_list = login_required(rss_list)
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def report_index(request):
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return render_to_response('helpdesk/report_index.html',
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RequestContext(request, {}))
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report_index = login_required(report_index)
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def run_report(request, report):
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priority_sql = []
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priority_columns = []
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for p in Ticket.PRIORITY_CHOICES:
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priority_sql.append("COUNT(CASE t.priority WHEN '%s' THEN t.id END) AS \"%s\"" % (p[0], p[1]._proxy____unicode_cast()))
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priority_columns.append("%s" % p[1]._proxy____unicode_cast())
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priority_sql = ", ".join(priority_sql)
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status_sql = []
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status_columns = []
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for s in Ticket.STATUS_CHOICES:
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status_sql.append("COUNT(CASE t.status WHEN '%s' THEN t.id END) AS \"%s\"" % (s[0], s[1]._proxy____unicode_cast()))
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status_columns.append("%s" % s[1]._proxy____unicode_cast())
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status_sql = ", ".join(status_sql)
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queue_sql = []
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queue_columns = []
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for q in Queue.objects.all():
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queue_sql.append("COUNT(CASE t.queue_id WHEN '%s' THEN t.id END) AS \"%s\"" % (q.id, q.title))
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queue_columns.append(q.title)
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queue_sql = ", ".join(queue_sql)
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month_sql = []
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months = (
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'Jan',
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'Feb',
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'Mar',
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'Apr',
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'May',
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'Jun',
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'Jul',
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'Aug',
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'Sep',
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'Oct',
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'Nov',
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'Dec',
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)
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month_columns = []
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first_ticket = Ticket.objects.all().order_by('created')[0]
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first_month = first_ticket.created.month
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first_year = first_ticket.created.year
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last_ticket = Ticket.objects.all().order_by('-created')[0]
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last_month = last_ticket.created.month
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last_year = last_ticket.created.year
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periods = []
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year, month = first_year, first_month
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working = True
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while working:
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temp = (year, month)
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month += 1
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if month > 12:
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year += 1
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month = 1
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if month > last_month and year >= last_year:
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working = False
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periods.append((temp, (year, month)))
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for (low_bound, upper_bound) in periods:
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low_sqlmonth = '%s-%02i-01' % (low_bound[0], low_bound[1])
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upper_sqlmonth = '%s-%02i-01' % (upper_bound[0], upper_bound[1])
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desc = '%s %s' % (months[low_bound[1]-1], low_bound[0])
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month_sql.append("""
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COUNT(
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CASE 1 = 1
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WHEN (date(t.created) >= date('%s')
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AND date(t.created) < date('%s')) THEN t.id END) AS "%s"
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""" % (low_sqlmonth, upper_sqlmonth, desc))
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month_columns.append(desc)
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month_sql = ", ".join(month_sql)
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queue_base_sql = """
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SELECT q.title as queue, %s
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FROM helpdesk_ticket t,
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helpdesk_queue q
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WHERE q.id = t.queue_id
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GROUP BY queue
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ORDER BY queue;
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"""
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user_base_sql = """
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SELECT u.username as username, %s
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FROM helpdesk_ticket t,
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auth_user u
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WHERE u.id = t.assigned_to_id
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GROUP BY u.username
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ORDER BY u.username;
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"""
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if report == 'userpriority':
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sql = user_base_sql % priority_sql
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columns = ['username'] + priority_columns
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elif report == 'userqueue':
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sql = user_base_sql % queue_sql
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columns = ['username'] + queue_columns
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elif report == 'userstatus':
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sql = user_base_sql % status_sql
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columns = ['username'] + status_columns
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elif report == 'usermonth':
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sql = user_base_sql % month_sql
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columns = ['username'] + month_columns
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elif report == 'queuepriority':
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sql = queue_base_sql % priority_sql
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columns = ['queue'] + priority_columns
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elif report == 'queuestatus':
|
|
sql = queue_base_sql % status_sql
|
|
columns = ['queue'] + status_columns
|
|
|
|
elif report == 'queuemonth':
|
|
sql = queue_base_sql % month_sql
|
|
columns = ['queue'] + month_columns
|
|
|
|
|
|
cursor = connection.cursor()
|
|
cursor.execute(sql)
|
|
report_output = query_to_dict(cursor.fetchall(), cursor.description)
|
|
|
|
data = []
|
|
|
|
for record in report_output:
|
|
line = []
|
|
for c in columns:
|
|
line.append(record[c])
|
|
data.append(line)
|
|
|
|
if report in ('queuemonth', 'usermonth'):
|
|
chart_url = line_chart([columns] + data)
|
|
elif report in ('queuestatus', 'queuepriority', 'userstatus', 'userpriority'):
|
|
chart_url = bar_chart([columns] + data)
|
|
else:
|
|
chart_url = ''
|
|
|
|
return render_to_response('helpdesk/report_output.html',
|
|
RequestContext(request, {
|
|
'headings': columns,
|
|
'data': data,
|
|
'sql': sql,
|
|
'chart': chart_url,
|
|
}))
|
|
run_report = login_required(run_report)
|
|
|