forked from extern/django-helpdesk
533fdc8c2a
helpdesk/lib.py helpdesk/templates/helpdesk/ticket_desc_table.html helpdesk/views/staff.py
584 lines
21 KiB
Python
584 lines
21 KiB
Python
"""
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django-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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forms.py - Definitions of newforms-based forms for creating and maintaining
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tickets.
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"""
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from datetime import datetime
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from StringIO import StringIO
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from django import forms
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from django.forms import extras
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from django.conf import settings
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from django.contrib.auth.models import User
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from django.utils.translation import ugettext as _
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from helpdesk.lib import send_templated_mail, safe_template_context
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from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency
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from helpdesk.settings import HAS_TAG_SUPPORT
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class EditTicketForm(forms.ModelForm):
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class Meta:
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model = Ticket
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exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
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def __init__(self, *args, **kwargs):
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"""
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Add any custom fields that are defined to the form
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"""
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super(EditTicketForm, self).__init__(*args, **kwargs)
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for field in CustomField.objects.all():
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try:
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current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
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initial_value = current_value.value
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except TicketCustomFieldValue.DoesNotExist:
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initial_value = None
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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'initial': initial_value,
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}
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if field.data_type == 'varchar':
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fieldclass = forms.CharField
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'text':
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fieldclass = forms.CharField
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instanceargs['widget'] = forms.Textarea
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'integer':
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fieldclass = forms.IntegerField
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elif field.data_type == 'decimal':
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fieldclass = forms.DecimalField
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instanceargs['decimal_places'] = field.decimal_places
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instanceargs['max_digits'] = field.max_length
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elif field.data_type == 'list':
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fieldclass = forms.ChoiceField
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if field.empty_selection_list:
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choices = field.choices_as_array
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choices.insert(0, ('','---------' ) )
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instanceargs['choices'] = choices
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elif field.data_type == 'boolean':
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fieldclass = forms.BooleanField
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elif field.data_type == 'date':
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fieldclass = forms.DateField
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elif field.data_type == 'time':
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fieldclass = forms.TimeField
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elif field.data_type == 'datetime':
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fieldclass = forms.DateTimeField
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elif field.data_type == 'email':
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fieldclass = forms.EmailField
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elif field.data_type == 'url':
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fieldclass = forms.URLField
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elif field.data_type == 'ipaddress':
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fieldclass = forms.IPAddressField
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elif field.data_type == 'slug':
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fieldclass = forms.SlugField
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self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
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def save(self, *args, **kwargs):
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for field, value in self.cleaned_data.items():
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '')
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customfield = CustomField.objects.get(name=field_name)
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try:
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cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
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except:
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cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
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cfv.value = value
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cfv.save()
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return super(EditTicketForm, self).save(*args, **kwargs)
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class EditFollowUpForm(forms.ModelForm):
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def __init__(self, *args, **kwargs):
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"Filter not openned tickets here."
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super(EditFollowUpForm, self).__init__(*args, **kwargs)
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self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
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class Meta:
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model = FollowUp
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exclude = ('date', 'user',)
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class TicketForm(forms.Form):
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queue = forms.ChoiceField(
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label=_('Queue'),
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required=True,
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choices=()
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)
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title = forms.CharField(
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max_length=100,
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required=True,
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widget=forms.TextInput(attrs={'size':'60'}),
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label=_('Summary of the problem'),
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)
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submitter_email = forms.EmailField(
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required=False,
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label=_('Submitter E-Mail Address'),
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widget=forms.TextInput(attrs={'size':'60'}),
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help_text=_('This e-mail address will receive copies of all public '
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'updates to this ticket.'),
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)
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body = forms.CharField(
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widget=forms.Textarea(attrs={'cols': 47, 'rows': 15}),
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label=_('Description of Issue'),
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required=True,
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)
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assigned_to = forms.ChoiceField(
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choices=(),
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required=False,
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label=_('Case owner'),
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help_text=_('If you select an owner other than yourself, they\'ll be '
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'e-mailed details of this ticket immediately.'),
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)
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priority = forms.ChoiceField(
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choices=Ticket.PRIORITY_CHOICES,
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required=False,
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initial='3',
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label=_('Priority'),
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help_text=_('Please select a priority carefully. If unsure, leave it '
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'as \'3\'.'),
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)
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attachment = forms.FileField(
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required=False,
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label=_('Attach File'),
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help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
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)
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if HAS_TAG_SUPPORT:
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tags = forms.CharField(
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max_length=255,
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required=False,
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widget=forms.TextInput(),
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label=_('Tags'),
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help_text=_('Words, separated by spaces, or phrases separated by commas. '
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'These should communicate significant characteristics of this '
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'ticket'),
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)
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def __init__(self, *args, **kwargs):
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"""
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Add any custom fields that are defined to the form
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"""
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super(TicketForm, self).__init__(*args, **kwargs)
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for field in CustomField.objects.all():
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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}
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if field.data_type == 'varchar':
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fieldclass = forms.CharField
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'text':
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fieldclass = forms.CharField
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instanceargs['widget'] = forms.Textarea
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'integer':
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fieldclass = forms.IntegerField
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elif field.data_type == 'decimal':
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fieldclass = forms.DecimalField
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instanceargs['decimal_places'] = field.decimal_places
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instanceargs['max_digits'] = field.max_length
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elif field.data_type == 'list':
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fieldclass = forms.ChoiceField
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if field.empty_selection_list:
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choices = field.choices_as_array
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choices.insert(0, ('','---------' ) )
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instanceargs['choices'] = choices
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elif field.data_type == 'boolean':
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fieldclass = forms.BooleanField
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elif field.data_type == 'date':
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fieldclass = forms.DateField
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instanceargs['widget'] = extras.SelectDateWidget
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elif field.data_type == 'time':
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fieldclass = forms.TimeField
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elif field.data_type == 'datetime':
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fieldclass = forms.DateTimeField
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elif field.data_type == 'email':
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fieldclass = forms.EmailField
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elif field.data_type == 'url':
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fieldclass = forms.URLField
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elif field.data_type == 'ipaddress':
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fieldclass = forms.IPAddressField
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elif field.data_type == 'slug':
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fieldclass = forms.SlugField
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self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
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def save(self, user):
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"""
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Writes and returns a Ticket() object
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"""
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q = Queue.objects.get(id=int(self.cleaned_data['queue']))
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t = Ticket( title = self.cleaned_data['title'],
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submitter_email = self.cleaned_data['submitter_email'],
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created = datetime.now(),
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status = Ticket.OPEN_STATUS,
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queue = q,
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description = self.cleaned_data['body'],
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priority = self.cleaned_data['priority'],
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)
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if HAS_TAG_SUPPORT:
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t.tags = self.cleaned_data['tags']
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if self.cleaned_data['assigned_to']:
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try:
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u = User.objects.get(id=self.cleaned_data['assigned_to'])
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t.assigned_to = u
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except User.DoesNotExist:
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t.assigned_to = None
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t.save()
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for field, value in self.cleaned_data.items():
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '')
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customfield = CustomField.objects.get(name=field_name)
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cfv = TicketCustomFieldValue(ticket=t,
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field=customfield,
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value=value)
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cfv.save()
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f = FollowUp( ticket = t,
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title = _('Ticket Opened'),
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date = datetime.now(),
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public = True,
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comment = self.cleaned_data['body'],
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user = user,
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)
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if self.cleaned_data['assigned_to']:
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f.title = _('Ticket Opened & Assigned to %(name)s') % {
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'name': t.get_assigned_to
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}
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f.save()
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files = []
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if self.cleaned_data['attachment']:
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import mimetypes
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file = self.cleaned_data['attachment']
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filename = file.name.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=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
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size=file.size,
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)
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a.file.save(file.name, file, save=False)
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a.save()
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if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
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# Only files smaller than 512kb (or as defined in
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# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
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files.append(a.file.path)
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context = safe_template_context(t)
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context['comment'] = f.comment
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messages_sent_to = []
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if t.submitter_email:
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send_templated_mail(
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'newticket_submitter',
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context,
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recipients=t.submitter_email,
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sender=q.from_address,
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(t.submitter_email)
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if t.assigned_to and t.assigned_to != user and getattr(t.assigned_to.usersettings.settings, 'email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
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send_templated_mail(
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'assigned_owner',
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context,
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recipients=t.assigned_to.email,
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sender=q.from_address,
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(t.assigned_to.email)
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if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=q.new_ticket_cc,
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sender=q.from_address,
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(q.new_ticket_cc)
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if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=q.updated_ticket_cc,
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sender=q.from_address,
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fail_silently=True,
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files=files,
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)
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return t
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class PublicTicketForm(forms.Form):
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queue = forms.ChoiceField(
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label=_('Queue'),
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required=True,
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choices=()
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)
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title = forms.CharField(
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max_length=100,
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required=True,
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widget=forms.TextInput(),
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label=_('Summary of your query'),
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)
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submitter_email = forms.EmailField(
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required=True,
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label=_('Your E-Mail Address'),
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help_text=_('We will e-mail you when your ticket is updated.'),
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)
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body = forms.CharField(
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widget=forms.Textarea(),
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label=_('Description of your issue'),
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required=True,
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help_text=_('Please be as descriptive as possible, including any '
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'details we may need to address your query.'),
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)
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priority = forms.ChoiceField(
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choices=Ticket.PRIORITY_CHOICES,
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required=True,
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initial='3',
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label=_('Urgency'),
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help_text=_('Please select a priority carefully.'),
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)
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attachment = forms.FileField(
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required=False,
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label=_('Attach File'),
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help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
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)
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def __init__(self, *args, **kwargs):
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"""
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Add any custom fields that are defined to the form
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"""
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super(PublicTicketForm, self).__init__(*args, **kwargs)
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for field in CustomField.objects.filter(staff_only=False):
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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}
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if field.data_type == 'varchar':
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fieldclass = forms.CharField
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'text':
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fieldclass = forms.CharField
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instanceargs['widget'] = forms.Textarea
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'integer':
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fieldclass = forms.IntegerField
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elif field.data_type == 'decimal':
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fieldclass = forms.DecimalField
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instanceargs['decimal_places'] = field.decimal_places
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instanceargs['max_digits'] = field.max_length
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elif field.data_type == 'list':
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fieldclass = forms.ChoiceField
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if field.empty_selection_list:
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choices = field.choices_as_array
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choices.insert(0, ('','---------' ) )
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instanceargs['choices'] = choices
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elif field.data_type == 'boolean':
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fieldclass = forms.BooleanField
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elif field.data_type == 'date':
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fieldclass = forms.DateField
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elif field.data_type == 'time':
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fieldclass = forms.TimeField
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elif field.data_type == 'datetime':
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fieldclass = forms.DateTimeField
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elif field.data_type == 'email':
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fieldclass = forms.EmailField
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elif field.data_type == 'url':
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fieldclass = forms.URLField
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elif field.data_type == 'ipaddress':
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fieldclass = forms.IPAddressField
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elif field.data_type == 'slug':
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fieldclass = forms.SlugField
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self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
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def save(self):
|
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"""
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Writes and returns a Ticket() object
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"""
|
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q = Queue.objects.get(id=int(self.cleaned_data['queue']))
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t = Ticket(
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title = self.cleaned_data['title'],
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submitter_email = self.cleaned_data['submitter_email'],
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created = datetime.now(),
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status = Ticket.OPEN_STATUS,
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queue = q,
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description = self.cleaned_data['body'],
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priority = self.cleaned_data['priority'],
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)
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t.save()
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for field, value in self.cleaned_data.items():
|
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '')
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customfield = CustomField.objects.get(name=field_name)
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cfv = TicketCustomFieldValue(ticket=t,
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field=customfield,
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value=value)
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cfv.save()
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f = FollowUp(
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ticket = t,
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title = _('Ticket Opened Via Web'),
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date = datetime.now(),
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public = True,
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comment = self.cleaned_data['body'],
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)
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f.save()
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files = []
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if self.cleaned_data['attachment']:
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import mimetypes
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file = self.cleaned_data['attachment']
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filename = file.name.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=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
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size=file.size,
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)
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a.file.save(file.name, file, save=False)
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a.save()
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|
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if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
|
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# Only files smaller than 512kb (or as defined in
|
|
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
|
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files.append(a.file.path)
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|
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context = safe_template_context(t)
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messages_sent_to = []
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send_templated_mail(
|
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'newticket_submitter',
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context,
|
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recipients=t.submitter_email,
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sender=q.from_address,
|
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(t.submitter_email)
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|
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if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
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send_templated_mail(
|
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'newticket_cc',
|
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context,
|
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recipients=q.new_ticket_cc,
|
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sender=q.from_address,
|
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(q.new_ticket_cc)
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|
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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
|
|
|
|
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')
|
|
class Meta:
|
|
model = TicketCC
|
|
exclude = ('ticket',)
|
|
|
|
class TicketDependencyForm(forms.ModelForm):
|
|
class Meta:
|
|
model = TicketDependency
|
|
exclude = ('ticket',)
|