forked from extern/django-helpdesk
1495 lines
44 KiB
Python
1495 lines
44 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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models.py - Model (and hence database) definitions. This is the core of the
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helpdesk structure.
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"""
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from __future__ import unicode_literals
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from django.contrib.auth.models import Permission
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from django.contrib.contenttypes.models import ContentType
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from django.core.exceptions import ObjectDoesNotExist
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from django.db import models
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from django.conf import settings
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from django.utils import timezone
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from django.utils import six
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from django.utils.translation import ugettext_lazy as _, ugettext
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from django.utils.encoding import python_2_unicode_compatible
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@python_2_unicode_compatible
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class Queue(models.Model):
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"""
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A queue is a collection of tickets into what would generally be business
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areas or departments.
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For example, a company may have a queue for each Product they provide, or
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a queue for each of Accounts, Pre-Sales, and Support.
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"""
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title = models.CharField(
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_('Title'),
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max_length=100,
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)
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slug = models.SlugField(
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_('Slug'),
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max_length=50,
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unique=True,
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help_text=_('This slug is used when building ticket ID\'s. Once set, '
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'try not to change it or e-mailing may get messy.'),
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)
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email_address = models.EmailField(
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_('E-Mail Address'),
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blank=True,
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null=True,
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help_text=_('All outgoing e-mails for this queue will use this e-mail '
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'address. If you use IMAP or POP3, this should be the e-mail '
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'address for that mailbox.'),
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)
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locale = models.CharField(
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_('Locale'),
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max_length=10,
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blank=True,
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null=True,
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help_text=_('Locale of this queue. All correspondence in this '
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'queue will be in this language.'),
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)
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allow_public_submission = models.BooleanField(
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_('Allow Public Submission?'),
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blank=True,
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default=False,
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help_text=_('Should this queue be listed on the public submission form?'),
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)
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allow_email_submission = models.BooleanField(
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_('Allow E-Mail Submission?'),
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blank=True,
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default=False,
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help_text=_('Do you want to poll the e-mail box below for new '
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'tickets?'),
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)
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escalate_days = models.IntegerField(
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_('Escalation Days'),
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blank=True,
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null=True,
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help_text=_('For tickets which are not held, how often do you wish to '
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'increase their priority? Set to 0 for no escalation.'),
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)
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new_ticket_cc = models.CharField(
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_('New Ticket CC Address'),
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blank=True,
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null=True,
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max_length=200,
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help_text=_('If an e-mail address is entered here, then it will '
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'receive notification of all new tickets created for this queue. '
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'Enter a comma between multiple e-mail addresses.'),
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)
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updated_ticket_cc = models.CharField(
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_('Updated Ticket CC Address'),
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blank=True,
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null=True,
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max_length=200,
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help_text=_('If an e-mail address is entered here, then it will '
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'receive notification of all activity (new tickets, closed '
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'tickets, updates, reassignments, etc) for this queue. Separate '
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'multiple addresses with a comma.'),
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)
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email_box_type = models.CharField(
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_('E-Mail Box Type'),
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max_length=5,
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choices=(('pop3', _('POP 3')), ('imap', _('IMAP')), ('local', _('Local Directory'))),
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blank=True,
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null=True,
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help_text=_('E-Mail server type for creating tickets automatically '
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'from a mailbox - both POP3 and IMAP are supported, as well as '
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'reading from a local directory.'),
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)
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email_box_host = models.CharField(
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_('E-Mail Hostname'),
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max_length=200,
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blank=True,
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null=True,
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help_text=_('Your e-mail server address - either the domain name or '
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'IP address. May be "localhost".'),
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)
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email_box_port = models.IntegerField(
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_('E-Mail Port'),
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blank=True,
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null=True,
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help_text=_('Port number to use for accessing e-mail. Default for '
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'POP3 is "110", and for IMAP is "143". This may differ on some '
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'servers. Leave it blank to use the defaults.'),
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)
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email_box_ssl = models.BooleanField(
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_('Use SSL for E-Mail?'),
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blank=True,
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default=False,
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help_text=_('Whether to use SSL for IMAP or POP3 - the default ports '
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'when using SSL are 993 for IMAP and 995 for POP3.'),
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)
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email_box_user = models.CharField(
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_('E-Mail Username'),
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max_length=200,
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blank=True,
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null=True,
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help_text=_('Username for accessing this mailbox.'),
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)
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email_box_pass = models.CharField(
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_('E-Mail Password'),
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max_length=200,
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blank=True,
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null=True,
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help_text=_('Password for the above username'),
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)
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email_box_imap_folder = models.CharField(
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_('IMAP Folder'),
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max_length=100,
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blank=True,
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null=True,
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help_text=_('If using IMAP, what folder do you wish to fetch messages '
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'from? This allows you to use one IMAP account for multiple '
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'queues, by filtering messages on your IMAP server into separate '
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'folders. Default: INBOX.'),
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)
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email_box_local_dir = models.CharField(
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_('E-Mail Local Directory'),
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max_length=200,
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blank=True,
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null=True,
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help_text=_('If using a local directory, what directory path do you '
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'wish to poll for new email? '
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'Example: /var/lib/mail/helpdesk/'),
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)
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permission_name = models.CharField(
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_('Django auth permission name'),
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max_length=72, # based on prepare_permission_name() pre-pending chars to slug
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blank=True,
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null=True,
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editable=False,
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help_text=_('Name used in the django.contrib.auth permission system'),
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)
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email_box_interval = models.IntegerField(
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_('E-Mail Check Interval'),
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help_text=_('How often do you wish to check this mailbox? (in Minutes)'),
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blank=True,
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null=True,
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default='5',
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)
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email_box_last_check = models.DateTimeField(
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blank=True,
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null=True,
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editable=False,
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# This is updated by management/commands/get_mail.py.
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)
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socks_proxy_type = models.CharField(
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_('Socks Proxy Type'),
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max_length=8,
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choices=(('socks4', _('SOCKS4')), ('socks5', _('SOCKS5'))),
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blank=True,
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null=True,
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help_text=_('SOCKS4 or SOCKS5 allows you to proxy your connections through a SOCKS server.'),
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)
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socks_proxy_host = models.GenericIPAddressField(
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_('Socks Proxy Host'),
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blank=True,
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null=True,
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help_text=_('Socks proxy IP address. Default: 127.0.0.1'),
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)
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socks_proxy_port = models.IntegerField(
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_('Socks Proxy Port'),
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blank=True,
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null=True,
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help_text=_('Socks proxy port number. Default: 9150 (default TOR port)'),
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)
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logging_type = models.CharField(
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_('Logging Type'),
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max_length=5,
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choices=(
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('none', _('None')),
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('debug', _('Debug')),
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('info', _('Information')),
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('warn', _('Warning')),
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('error', _('Error')),
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('crit', _('Critical'))
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),
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blank=True,
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null=True,
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help_text=_('Set the default logging level. All messages at that '
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'level or above will be logged to the directory set '
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'below. If no level is set, logging will be disabled.'),
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)
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logging_dir = models.CharField(
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_('Logging Directory'),
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max_length=200,
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blank=True,
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null=True,
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help_text=_('If logging is enabled, what directory should we use to '
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'store log files for this queue? '
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'If no directory is set, default to /var/log/helpdesk/'),
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)
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default_owner = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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on_delete=models.SET_NULL,
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related_name='default_owner',
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blank=True,
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null=True,
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verbose_name=_('Default owner'),
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)
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def __str__(self):
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return "%s" % self.title
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class Meta:
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ordering = ('title',)
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verbose_name = _('Queue')
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verbose_name_plural = _('Queues')
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def _from_address(self):
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"""
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Short property to provide a sender address in SMTP format,
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eg 'Name <email>'. We do this so we can put a simple error message
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in the sender name field, so hopefully the admin can see and fix it.
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"""
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if not self.email_address:
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return u'NO QUEUE EMAIL ADDRESS DEFINED <%s>' % settings.DEFAULT_FROM_EMAIL
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else:
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return u'%s <%s>' % (self.title, self.email_address)
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from_address = property(_from_address)
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def prepare_permission_name(self):
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"""Prepare internally the codename for the permission and store it in permission_name.
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:return: The codename that can be used to create a new Permission object.
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"""
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# Prepare the permission associated to this Queue
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basename = "queue_access_%s" % self.slug
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self.permission_name = "helpdesk.%s" % basename
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return basename
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def save(self, *args, **kwargs):
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if self.email_box_type == 'imap' and not self.email_box_imap_folder:
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self.email_box_imap_folder = 'INBOX'
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if self.socks_proxy_type:
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if not self.socks_proxy_host:
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self.socks_proxy_host = '127.0.0.1'
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if not self.socks_proxy_port:
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self.socks_proxy_port = 9150
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else:
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self.socks_proxy_host = None
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self.socks_proxy_port = None
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if not self.email_box_port:
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if self.email_box_type == 'imap' and self.email_box_ssl:
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self.email_box_port = 993
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elif self.email_box_type == 'imap' and not self.email_box_ssl:
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self.email_box_port = 143
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elif self.email_box_type == 'pop3' and self.email_box_ssl:
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self.email_box_port = 995
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elif self.email_box_type == 'pop3' and not self.email_box_ssl:
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self.email_box_port = 110
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if not self.id:
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# Prepare the permission codename and the permission
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# (even if they are not needed with the current configuration)
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basename = self.prepare_permission_name()
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Permission.objects.create(
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name=_("Permission for queue: ") + self.title,
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content_type=ContentType.objects.get_for_model(self.__class__),
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codename=basename,
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)
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super(Queue, self).save(*args, **kwargs)
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def delete(self, *args, **kwargs):
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permission_name = self.permission_name
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super(Queue, self).delete(*args, **kwargs)
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# once the Queue is safely deleted, remove the permission (if exists)
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if permission_name:
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try:
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p = Permission.objects.get(codename=permission_name[9:])
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p.delete()
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except ObjectDoesNotExist:
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pass
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@python_2_unicode_compatible
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class Ticket(models.Model):
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"""
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To allow a ticket to be entered as quickly as possible, only the
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bare minimum fields are required. These basically allow us to
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sort and manage the ticket. The user can always go back and
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enter more information later.
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A good example of this is when a customer is on the phone, and
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you want to give them a ticket ID as quickly as possible. You can
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enter some basic info, save the ticket, give the customer the ID
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and get off the phone, then add in further detail at a later time
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(once the customer is not on the line).
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Note that assigned_to is optional - unassigned tickets are displayed on
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the dashboard to prompt users to take ownership of them.
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"""
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OPEN_STATUS = 1
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REOPENED_STATUS = 2
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RESOLVED_STATUS = 3
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CLOSED_STATUS = 4
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DUPLICATE_STATUS = 5
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STATUS_CHOICES = (
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(OPEN_STATUS, _('Open')),
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(REOPENED_STATUS, _('Reopened')),
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(RESOLVED_STATUS, _('Resolved')),
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(CLOSED_STATUS, _('Closed')),
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(DUPLICATE_STATUS, _('Duplicate')),
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)
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PRIORITY_CHOICES = (
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(1, _('1. Critical')),
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(2, _('2. High')),
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(3, _('3. Normal')),
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(4, _('4. Low')),
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(5, _('5. Very Low')),
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)
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title = models.CharField(
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_('Title'),
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max_length=200,
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)
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queue = models.ForeignKey(
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Queue,
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on_delete=models.CASCADE,
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verbose_name=_('Queue'),
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)
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created = models.DateTimeField(
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_('Created'),
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blank=True,
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help_text=_('Date this ticket was first created'),
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)
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modified = models.DateTimeField(
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_('Modified'),
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blank=True,
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help_text=_('Date this ticket was most recently changed.'),
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)
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submitter_email = models.EmailField(
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_('Submitter E-Mail'),
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blank=True,
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null=True,
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help_text=_('The submitter will receive an email for all public '
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'follow-ups left for this task.'),
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)
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assigned_to = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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on_delete=models.CASCADE,
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related_name='assigned_to',
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blank=True,
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null=True,
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verbose_name=_('Assigned to'),
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)
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status = models.IntegerField(
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_('Status'),
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choices=STATUS_CHOICES,
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default=OPEN_STATUS,
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)
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on_hold = models.BooleanField(
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_('On Hold'),
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blank=True,
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default=False,
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help_text=_('If a ticket is on hold, it will not automatically be escalated.'),
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)
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description = models.TextField(
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_('Description'),
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blank=True,
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null=True,
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help_text=_('The content of the customers query.'),
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)
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resolution = models.TextField(
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_('Resolution'),
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blank=True,
|
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null=True,
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help_text=_('The resolution provided to the customer by our staff.'),
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)
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priority = models.IntegerField(
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_('Priority'),
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choices=PRIORITY_CHOICES,
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default=3,
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blank=3,
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help_text=_('1 = Highest Priority, 5 = Low Priority'),
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)
|
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due_date = models.DateTimeField(
|
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_('Due on'),
|
|
blank=True,
|
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null=True,
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)
|
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last_escalation = models.DateTimeField(
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blank=True,
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null=True,
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editable=False,
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help_text=_('The date this ticket was last escalated - updated '
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'automatically by management/commands/escalate_tickets.py.'),
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)
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def _get_assigned_to(self):
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""" Custom property to allow us to easily print 'Unassigned' if a
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ticket has no owner, or the users name if it's assigned. If the user
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has a full name configured, we use that, otherwise their username. """
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if not self.assigned_to:
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return _('Unassigned')
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else:
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if self.assigned_to.get_full_name():
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return self.assigned_to.get_full_name()
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else:
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return self.assigned_to.get_username()
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get_assigned_to = property(_get_assigned_to)
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def _get_ticket(self):
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""" A user-friendly ticket ID, which is a combination of ticket ID
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and queue slug. This is generally used in e-mail subjects. """
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return u"[%s]" % self.ticket_for_url
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ticket = property(_get_ticket)
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def _get_ticket_for_url(self):
|
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""" A URL-friendly ticket ID, used in links. """
|
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return u"%s-%s" % (self.queue.slug, self.id)
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ticket_for_url = property(_get_ticket_for_url)
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def _get_priority_css_class(self):
|
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"""
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Return the boostrap class corresponding to the priority.
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"""
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if self.priority == 2:
|
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return "warning"
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elif self.priority == 1:
|
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return "danger"
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elif self.priority == 5:
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return "success"
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else:
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return ""
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get_priority_css_class = property(_get_priority_css_class)
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|
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def _get_status(self):
|
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"""
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Displays the ticket status, with an "On Hold" message if needed.
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"""
|
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held_msg = ''
|
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if self.on_hold:
|
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held_msg = _(' - On Hold')
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dep_msg = ''
|
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if not self.can_be_resolved:
|
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dep_msg = _(' - Open dependencies')
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return u'%s%s%s' % (self.get_status_display(), held_msg, dep_msg)
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get_status = property(_get_status)
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def _get_ticket_url(self):
|
|
"""
|
|
Returns a publicly-viewable URL for this ticket, used when giving
|
|
a URL to the submitter of a ticket.
|
|
"""
|
|
from django.contrib.sites.models import Site
|
|
from django.core.exceptions import ImproperlyConfigured
|
|
from django.urls import reverse
|
|
try:
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|
site = Site.objects.get_current()
|
|
except ImproperlyConfigured:
|
|
site = Site(domain='configure-django-sites.com')
|
|
return u"http://%s%s?ticket=%s&email=%s" % (
|
|
site.domain,
|
|
reverse('helpdesk:public_view'),
|
|
self.ticket_for_url,
|
|
self.submitter_email
|
|
)
|
|
ticket_url = property(_get_ticket_url)
|
|
|
|
def _get_staff_url(self):
|
|
"""
|
|
Returns a staff-only URL for this ticket, used when giving a URL to
|
|
a staff member (in emails etc)
|
|
"""
|
|
from django.contrib.sites.models import Site
|
|
from django.core.exceptions import ImproperlyConfigured
|
|
from django.urls import reverse
|
|
try:
|
|
site = Site.objects.get_current()
|
|
except ImproperlyConfigured:
|
|
site = Site(domain='configure-django-sites.com')
|
|
return u"http://%s%s" % (
|
|
site.domain,
|
|
reverse('helpdesk:view',
|
|
args=[self.id])
|
|
)
|
|
staff_url = property(_get_staff_url)
|
|
|
|
def _can_be_resolved(self):
|
|
"""
|
|
Returns a boolean.
|
|
True = any dependencies are resolved
|
|
False = There are non-resolved dependencies
|
|
"""
|
|
OPEN_STATUSES = (Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS)
|
|
return TicketDependency.objects.filter(ticket=self).filter(
|
|
depends_on__status__in=OPEN_STATUSES).count() == 0
|
|
can_be_resolved = property(_can_be_resolved)
|
|
|
|
class Meta:
|
|
get_latest_by = "created"
|
|
ordering = ('id',)
|
|
verbose_name = _('Ticket')
|
|
verbose_name_plural = _('Tickets')
|
|
|
|
def __str__(self):
|
|
return '%s %s' % (self.id, self.title)
|
|
|
|
def get_absolute_url(self):
|
|
from django.urls import reverse
|
|
return reverse('helpdesk:view', args=(self.id,))
|
|
|
|
def save(self, *args, **kwargs):
|
|
if not self.id:
|
|
# This is a new ticket as no ID yet exists.
|
|
self.created = timezone.now()
|
|
|
|
if not self.priority:
|
|
self.priority = 3
|
|
|
|
self.modified = timezone.now()
|
|
|
|
super(Ticket, self).save(*args, **kwargs)
|
|
|
|
@staticmethod
|
|
def queue_and_id_from_query(query):
|
|
# Apply the opposite logic here compared to self._get_ticket_for_url
|
|
# Ensure that queues with '-' in them will work
|
|
parts = query.split('-')
|
|
queue = '-'.join(parts[0:-1])
|
|
return queue, parts[-1]
|
|
|
|
|
|
class FollowUpManager(models.Manager):
|
|
|
|
def private_followups(self):
|
|
return self.filter(public=False)
|
|
|
|
def public_followups(self):
|
|
return self.filter(public=True)
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class FollowUp(models.Model):
|
|
"""
|
|
A FollowUp is a comment and/or change to a ticket. We keep a simple
|
|
title, the comment entered by the user, and the new status of a ticket
|
|
to enable easy flagging of details on the view-ticket page.
|
|
|
|
The title is automatically generated at save-time, based on what action
|
|
the user took.
|
|
|
|
Tickets that aren't public are never shown to or e-mailed to the submitter,
|
|
although all staff can see them.
|
|
"""
|
|
|
|
ticket = models.ForeignKey(
|
|
Ticket,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Ticket'),
|
|
)
|
|
|
|
date = models.DateTimeField(
|
|
_('Date'),
|
|
default=timezone.now
|
|
)
|
|
|
|
title = models.CharField(
|
|
_('Title'),
|
|
max_length=200,
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
comment = models.TextField(
|
|
_('Comment'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
public = models.BooleanField(
|
|
_('Public'),
|
|
blank=True,
|
|
default=False,
|
|
help_text=_('Public tickets are viewable by the submitter and all '
|
|
'staff, but non-public tickets can only be seen by staff.'),
|
|
)
|
|
|
|
user = models.ForeignKey(
|
|
settings.AUTH_USER_MODEL,
|
|
on_delete=models.CASCADE,
|
|
blank=True,
|
|
null=True,
|
|
verbose_name=_('User'),
|
|
)
|
|
|
|
new_status = models.IntegerField(
|
|
_('New Status'),
|
|
choices=Ticket.STATUS_CHOICES,
|
|
blank=True,
|
|
null=True,
|
|
help_text=_('If the status was changed, what was it changed to?'),
|
|
)
|
|
|
|
objects = FollowUpManager()
|
|
|
|
class Meta:
|
|
ordering = ('date',)
|
|
verbose_name = _('Follow-up')
|
|
verbose_name_plural = _('Follow-ups')
|
|
|
|
def __str__(self):
|
|
return '%s' % self.title
|
|
|
|
def get_absolute_url(self):
|
|
return u"%s#followup%s" % (self.ticket.get_absolute_url(), self.id)
|
|
|
|
def save(self, *args, **kwargs):
|
|
t = self.ticket
|
|
t.modified = timezone.now()
|
|
t.save()
|
|
super(FollowUp, self).save(*args, **kwargs)
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class TicketChange(models.Model):
|
|
"""
|
|
For each FollowUp, any changes to the parent ticket (eg Title, Priority,
|
|
etc) are tracked here for display purposes.
|
|
"""
|
|
|
|
followup = models.ForeignKey(
|
|
FollowUp,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Follow-up'),
|
|
)
|
|
|
|
field = models.CharField(
|
|
_('Field'),
|
|
max_length=100,
|
|
)
|
|
|
|
old_value = models.TextField(
|
|
_('Old Value'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
new_value = models.TextField(
|
|
_('New Value'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
def __str__(self):
|
|
out = '%s ' % self.field
|
|
if not self.new_value:
|
|
out += ugettext('removed')
|
|
elif not self.old_value:
|
|
out += ugettext('set to %s') % self.new_value
|
|
else:
|
|
out += ugettext('changed from "%(old_value)s" to "%(new_value)s"') % {
|
|
'old_value': self.old_value,
|
|
'new_value': self.new_value
|
|
}
|
|
return out
|
|
|
|
class Meta:
|
|
verbose_name = _('Ticket change')
|
|
verbose_name_plural = _('Ticket changes')
|
|
|
|
|
|
def attachment_path(instance, filename):
|
|
"""
|
|
Provide a file path that will help prevent files being overwritten, by
|
|
putting attachments in a folder off attachments for ticket/followup_id/.
|
|
"""
|
|
import os
|
|
os.umask(0)
|
|
path = 'helpdesk/attachments/%s/%s' % (instance.followup.ticket.ticket_for_url, instance.followup.id)
|
|
att_path = os.path.join(settings.MEDIA_ROOT, path)
|
|
if settings.DEFAULT_FILE_STORAGE == "django.core.files.storage.FileSystemStorage":
|
|
if not os.path.exists(att_path):
|
|
os.makedirs(att_path, 0o777)
|
|
return os.path.join(path, filename)
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class Attachment(models.Model):
|
|
"""
|
|
Represents a file attached to a follow-up. This could come from an e-mail
|
|
attachment, or it could be uploaded via the web interface.
|
|
"""
|
|
|
|
followup = models.ForeignKey(
|
|
FollowUp,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Follow-up'),
|
|
)
|
|
|
|
file = models.FileField(
|
|
_('File'),
|
|
upload_to=attachment_path,
|
|
max_length=1000,
|
|
)
|
|
|
|
filename = models.CharField(
|
|
_('Filename'),
|
|
max_length=1000,
|
|
)
|
|
|
|
mime_type = models.CharField(
|
|
_('MIME Type'),
|
|
max_length=255,
|
|
)
|
|
|
|
size = models.IntegerField(
|
|
_('Size'),
|
|
help_text=_('Size of this file in bytes'),
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.filename
|
|
|
|
class Meta:
|
|
ordering = ('filename',)
|
|
verbose_name = _('Attachment')
|
|
verbose_name_plural = _('Attachments')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class PreSetReply(models.Model):
|
|
"""
|
|
We can allow the admin to define a number of pre-set replies, used to
|
|
simplify the sending of updates and resolutions. These are basically Django
|
|
templates with a limited context - however if you wanted to get crafy it would
|
|
be easy to write a reply that displays ALL updates in hierarchical order etc
|
|
with use of for loops over {{ ticket.followup_set.all }} and friends.
|
|
|
|
When replying to a ticket, the user can select any reply set for the current
|
|
queue, and the body text is fetched via AJAX.
|
|
"""
|
|
class Meta:
|
|
ordering = ('name',)
|
|
verbose_name = _('Pre-set reply')
|
|
verbose_name_plural = _('Pre-set replies')
|
|
|
|
queues = models.ManyToManyField(
|
|
Queue,
|
|
blank=True,
|
|
help_text=_('Leave blank to allow this reply to be used for all '
|
|
'queues, or select those queues you wish to limit this reply to.'),
|
|
)
|
|
|
|
name = models.CharField(
|
|
_('Name'),
|
|
max_length=100,
|
|
help_text=_('Only used to assist users with selecting a reply - not '
|
|
'shown to the user.'),
|
|
)
|
|
|
|
body = models.TextField(
|
|
_('Body'),
|
|
help_text=_('Context available: {{ ticket }} - ticket object (eg '
|
|
'{{ ticket.title }}); {{ queue }} - The queue; and {{ user }} '
|
|
'- the current user.'),
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.name
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class EscalationExclusion(models.Model):
|
|
"""
|
|
An 'EscalationExclusion' lets us define a date on which escalation should
|
|
not happen, for example a weekend or public holiday.
|
|
|
|
You may also have a queue that is only used on one day per week.
|
|
|
|
To create these on a regular basis, check out the README file for an
|
|
example cronjob that runs 'create_escalation_exclusions.py'.
|
|
"""
|
|
|
|
queues = models.ManyToManyField(
|
|
Queue,
|
|
blank=True,
|
|
help_text=_('Leave blank for this exclusion to be applied to all queues, '
|
|
'or select those queues you wish to exclude with this entry.'),
|
|
)
|
|
|
|
name = models.CharField(
|
|
_('Name'),
|
|
max_length=100,
|
|
)
|
|
|
|
date = models.DateField(
|
|
_('Date'),
|
|
help_text=_('Date on which escalation should not happen'),
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.name
|
|
|
|
class Meta:
|
|
verbose_name = _('Escalation exclusion')
|
|
verbose_name_plural = _('Escalation exclusions')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class EmailTemplate(models.Model):
|
|
"""
|
|
Since these are more likely to be changed than other templates, we store
|
|
them in the database.
|
|
|
|
This means that an admin can change email templates without having to have
|
|
access to the filesystem.
|
|
"""
|
|
|
|
template_name = models.CharField(
|
|
_('Template Name'),
|
|
max_length=100,
|
|
)
|
|
|
|
subject = models.CharField(
|
|
_('Subject'),
|
|
max_length=100,
|
|
help_text=_('This will be prefixed with "[ticket.ticket] ticket.title"'
|
|
'. We recommend something simple such as "(Updated") or "(Closed)"'
|
|
' - the same context is available as in plain_text, below.'),
|
|
)
|
|
|
|
heading = models.CharField(
|
|
_('Heading'),
|
|
max_length=100,
|
|
help_text=_('In HTML e-mails, this will be the heading at the top of '
|
|
'the email - the same context is available as in plain_text, '
|
|
'below.'),
|
|
)
|
|
|
|
plain_text = models.TextField(
|
|
_('Plain Text'),
|
|
help_text=_('The context available to you includes {{ ticket }}, '
|
|
'{{ queue }}, and depending on the time of the call: '
|
|
'{{ resolution }} or {{ comment }}.'),
|
|
)
|
|
|
|
html = models.TextField(
|
|
_('HTML'),
|
|
help_text=_('The same context is available here as in plain_text, above.'),
|
|
)
|
|
|
|
locale = models.CharField(
|
|
_('Locale'),
|
|
max_length=10,
|
|
blank=True,
|
|
null=True,
|
|
help_text=_('Locale of this template.'),
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.template_name
|
|
|
|
class Meta:
|
|
ordering = ('template_name', 'locale')
|
|
verbose_name = _('e-mail template')
|
|
verbose_name_plural = _('e-mail templates')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class KBCategory(models.Model):
|
|
"""
|
|
Lets help users help themselves: the Knowledge Base is a categorised
|
|
listing of questions & answers.
|
|
"""
|
|
|
|
title = models.CharField(
|
|
_('Title'),
|
|
max_length=100,
|
|
)
|
|
|
|
slug = models.SlugField(
|
|
_('Slug'),
|
|
)
|
|
|
|
description = models.TextField(
|
|
_('Description'),
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.title
|
|
|
|
class Meta:
|
|
ordering = ('title',)
|
|
verbose_name = _('Knowledge base category')
|
|
verbose_name_plural = _('Knowledge base categories')
|
|
|
|
def get_absolute_url(self):
|
|
from django.urls import reverse
|
|
return reverse('helpdesk:kb_category', kwargs={'slug': self.slug})
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class KBItem(models.Model):
|
|
"""
|
|
An item within the knowledgebase. Very straightforward question/answer
|
|
style system.
|
|
"""
|
|
category = models.ForeignKey(
|
|
KBCategory,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Category'),
|
|
)
|
|
|
|
title = models.CharField(
|
|
_('Title'),
|
|
max_length=100,
|
|
)
|
|
|
|
question = models.TextField(
|
|
_('Question'),
|
|
)
|
|
|
|
answer = models.TextField(
|
|
_('Answer'),
|
|
)
|
|
|
|
votes = models.IntegerField(
|
|
_('Votes'),
|
|
help_text=_('Total number of votes cast for this item'),
|
|
default=0,
|
|
)
|
|
|
|
recommendations = models.IntegerField(
|
|
_('Positive Votes'),
|
|
help_text=_('Number of votes for this item which were POSITIVE.'),
|
|
default=0,
|
|
)
|
|
|
|
last_updated = models.DateTimeField(
|
|
_('Last Updated'),
|
|
help_text=_('The date on which this question was most recently changed.'),
|
|
blank=True,
|
|
)
|
|
|
|
def save(self, *args, **kwargs):
|
|
if not self.last_updated:
|
|
self.last_updated = timezone.now()
|
|
return super(KBItem, self).save(*args, **kwargs)
|
|
|
|
def _score(self):
|
|
if self.votes > 0:
|
|
return int(self.recommendations / self.votes)
|
|
else:
|
|
return _('Unrated')
|
|
score = property(_score)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.title
|
|
|
|
class Meta:
|
|
ordering = ('title',)
|
|
verbose_name = _('Knowledge base item')
|
|
verbose_name_plural = _('Knowledge base items')
|
|
|
|
def get_absolute_url(self):
|
|
from django.urls import reverse
|
|
return reverse('helpdesk:kb_item', args=(self.id,))
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class SavedSearch(models.Model):
|
|
"""
|
|
Allow a user to save a ticket search, eg their filtering and sorting
|
|
options, and optionally share it with other users. This lets people
|
|
easily create a set of commonly-used filters, such as:
|
|
* My tickets waiting on me
|
|
* My tickets waiting on submitter
|
|
* My tickets in 'Priority Support' queue with priority of 1
|
|
* All tickets containing the word 'billing'.
|
|
etc...
|
|
"""
|
|
user = models.ForeignKey(
|
|
settings.AUTH_USER_MODEL,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('User'),
|
|
)
|
|
|
|
title = models.CharField(
|
|
_('Query Name'),
|
|
max_length=100,
|
|
help_text=_('User-provided name for this query'),
|
|
)
|
|
|
|
shared = models.BooleanField(
|
|
_('Shared With Other Users?'),
|
|
blank=True,
|
|
default=False,
|
|
help_text=_('Should other users see this query?'),
|
|
)
|
|
|
|
query = models.TextField(
|
|
_('Search Query'),
|
|
help_text=_('Pickled query object. Be wary changing this.'),
|
|
)
|
|
|
|
def __str__(self):
|
|
if self.shared:
|
|
return '%s (*)' % self.title
|
|
else:
|
|
return '%s' % self.title
|
|
|
|
class Meta:
|
|
verbose_name = _('Saved search')
|
|
verbose_name_plural = _('Saved searches')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class UserSettings(models.Model):
|
|
"""
|
|
A bunch of user-specific settings that we want to be able to define, such
|
|
as notification preferences and other things that should probably be
|
|
configurable.
|
|
|
|
We should always refer to user.usersettings_helpdesk.settings['setting_name'].
|
|
"""
|
|
|
|
user = models.OneToOneField(
|
|
settings.AUTH_USER_MODEL,
|
|
on_delete=models.CASCADE,
|
|
related_name="usersettings_helpdesk")
|
|
|
|
settings_pickled = models.TextField(
|
|
_('Settings Dictionary'),
|
|
help_text=_('This is a base64-encoded representation of a pickled Python dictionary. '
|
|
'Do not change this field via the admin.'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
def _set_settings(self, data):
|
|
# data should always be a Python dictionary.
|
|
try:
|
|
import pickle
|
|
except ImportError:
|
|
import cPickle as pickle
|
|
from helpdesk.lib import b64encode
|
|
if six.PY2:
|
|
self.settings_pickled = b64encode(pickle.dumps(data))
|
|
else:
|
|
self.settings_pickled = b64encode(pickle.dumps(data)).decode()
|
|
|
|
def _get_settings(self):
|
|
# return a python dictionary representing the pickled data.
|
|
try:
|
|
import pickle
|
|
except ImportError:
|
|
import cPickle as pickle
|
|
from helpdesk.lib import b64decode
|
|
try:
|
|
if six.PY2:
|
|
return pickle.loads(b64decode(str(self.settings_pickled)))
|
|
else:
|
|
return pickle.loads(b64decode(self.settings_pickled.encode('utf-8')))
|
|
except pickle.UnpicklingError:
|
|
return {}
|
|
|
|
settings = property(_get_settings, _set_settings)
|
|
|
|
def __str__(self):
|
|
return 'Preferences for %s' % self.user
|
|
|
|
class Meta:
|
|
verbose_name = _('User Setting')
|
|
verbose_name_plural = _('User Settings')
|
|
|
|
|
|
def create_usersettings(sender, instance, created, **kwargs):
|
|
"""
|
|
Helper function to create UserSettings instances as
|
|
required, eg when we first create the UserSettings database
|
|
table via 'syncdb' or when we save a new user.
|
|
|
|
If we end up with users with no UserSettings, then we get horrible
|
|
'DoesNotExist: UserSettings matching query does not exist.' errors.
|
|
"""
|
|
from helpdesk.settings import DEFAULT_USER_SETTINGS
|
|
if created:
|
|
UserSettings.objects.create(user=instance, settings=DEFAULT_USER_SETTINGS)
|
|
|
|
|
|
models.signals.post_save.connect(create_usersettings, sender=settings.AUTH_USER_MODEL)
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class IgnoreEmail(models.Model):
|
|
"""
|
|
This model lets us easily ignore e-mails from certain senders when
|
|
processing IMAP and POP3 mailboxes, eg mails from postmaster or from
|
|
known trouble-makers.
|
|
"""
|
|
class Meta:
|
|
verbose_name = _('Ignored e-mail address')
|
|
verbose_name_plural = _('Ignored e-mail addresses')
|
|
|
|
queues = models.ManyToManyField(
|
|
Queue,
|
|
blank=True,
|
|
help_text=_('Leave blank for this e-mail to be ignored on all queues, '
|
|
'or select those queues you wish to ignore this e-mail for.'),
|
|
)
|
|
|
|
name = models.CharField(
|
|
_('Name'),
|
|
max_length=100,
|
|
)
|
|
|
|
date = models.DateField(
|
|
_('Date'),
|
|
help_text=_('Date on which this e-mail address was added'),
|
|
blank=True,
|
|
editable=False
|
|
)
|
|
|
|
email_address = models.CharField(
|
|
_('E-Mail Address'),
|
|
max_length=150,
|
|
help_text=_('Enter a full e-mail address, or portions with '
|
|
'wildcards, eg *@domain.com or postmaster@*.'),
|
|
)
|
|
|
|
keep_in_mailbox = models.BooleanField(
|
|
_('Save Emails in Mailbox?'),
|
|
blank=True,
|
|
default=False,
|
|
help_text=_('Do you want to save emails from this address in the mailbox? '
|
|
'If this is unticked, emails from this address will be deleted.'),
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s' % self.name
|
|
|
|
def save(self, *args, **kwargs):
|
|
if not self.date:
|
|
self.date = timezone.now()
|
|
return super(IgnoreEmail, self).save(*args, **kwargs)
|
|
|
|
def queue_list(self):
|
|
"""Return a list of the queues this IgnoreEmail applies to.
|
|
If this IgnoreEmail applies to ALL queues, return '*'.
|
|
"""
|
|
queues = self.queues.all().order_by('title')
|
|
if len(queues) == 0:
|
|
return '*'
|
|
else:
|
|
return ', '.join([str(q) for q in queues])
|
|
|
|
def test(self, email):
|
|
"""
|
|
Possible situations:
|
|
1. Username & Domain both match
|
|
2. Username is wildcard, domain matches
|
|
3. Username matches, domain is wildcard
|
|
4. username & domain are both wildcards
|
|
5. Other (no match)
|
|
|
|
1-4 return True, 5 returns False.
|
|
"""
|
|
|
|
own_parts = self.email_address.split("@")
|
|
email_parts = email.split("@")
|
|
|
|
if self.email_address == email or \
|
|
own_parts[0] == "*" and own_parts[1] == email_parts[1] or \
|
|
own_parts[1] == "*" and own_parts[0] == email_parts[0] or \
|
|
own_parts[0] == "*" and own_parts[1] == "*":
|
|
return True
|
|
else:
|
|
return False
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class TicketCC(models.Model):
|
|
"""
|
|
Often, there are people who wish to follow a ticket who aren't the
|
|
person who originally submitted it. This model provides a way for those
|
|
people to follow a ticket.
|
|
|
|
In this circumstance, a 'person' could be either an e-mail address or
|
|
an existing system user.
|
|
"""
|
|
|
|
ticket = models.ForeignKey(
|
|
Ticket,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Ticket'),
|
|
)
|
|
|
|
user = models.ForeignKey(
|
|
settings.AUTH_USER_MODEL,
|
|
on_delete=models.CASCADE,
|
|
blank=True,
|
|
null=True,
|
|
help_text=_('User who wishes to receive updates for this ticket.'),
|
|
verbose_name=_('User'),
|
|
)
|
|
|
|
email = models.EmailField(
|
|
_('E-Mail Address'),
|
|
blank=True,
|
|
null=True,
|
|
help_text=_('For non-user followers, enter their e-mail address'),
|
|
)
|
|
|
|
can_view = models.BooleanField(
|
|
_('Can View Ticket?'),
|
|
blank=True,
|
|
default=False,
|
|
help_text=_('Can this CC login to view the ticket details?'),
|
|
)
|
|
|
|
can_update = models.BooleanField(
|
|
_('Can Update Ticket?'),
|
|
blank=True,
|
|
default=False,
|
|
help_text=_('Can this CC login and update the ticket?'),
|
|
)
|
|
|
|
def _email_address(self):
|
|
if self.user and self.user.email is not None:
|
|
return self.user.email
|
|
else:
|
|
return self.email
|
|
email_address = property(_email_address)
|
|
|
|
def _display(self):
|
|
if self.user:
|
|
return self.user
|
|
else:
|
|
return self.email
|
|
display = property(_display)
|
|
|
|
def __str__(self):
|
|
return '%s for %s' % (self.display, self.ticket.title)
|
|
|
|
|
|
class CustomFieldManager(models.Manager):
|
|
|
|
def get_queryset(self):
|
|
return super(CustomFieldManager, self).get_queryset().order_by('ordering')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class CustomField(models.Model):
|
|
"""
|
|
Definitions for custom fields that are glued onto each ticket.
|
|
"""
|
|
|
|
name = models.SlugField(
|
|
_('Field Name'),
|
|
help_text=_('As used in the database and behind the scenes. '
|
|
'Must be unique and consist of only lowercase letters with no punctuation.'),
|
|
unique=True,
|
|
)
|
|
|
|
label = models.CharField(
|
|
_('Label'),
|
|
max_length=30,
|
|
help_text=_('The display label for this field'),
|
|
)
|
|
|
|
help_text = models.TextField(
|
|
_('Help Text'),
|
|
help_text=_('Shown to the user when editing the ticket'),
|
|
blank=True,
|
|
null=True
|
|
)
|
|
|
|
DATA_TYPE_CHOICES = (
|
|
('varchar', _('Character (single line)')),
|
|
('text', _('Text (multi-line)')),
|
|
('integer', _('Integer')),
|
|
('decimal', _('Decimal')),
|
|
('list', _('List')),
|
|
('boolean', _('Boolean (checkbox yes/no)')),
|
|
('date', _('Date')),
|
|
('time', _('Time')),
|
|
('datetime', _('Date & Time')),
|
|
('email', _('E-Mail Address')),
|
|
('url', _('URL')),
|
|
('ipaddress', _('IP Address')),
|
|
('slug', _('Slug')),
|
|
)
|
|
|
|
data_type = models.CharField(
|
|
_('Data Type'),
|
|
max_length=100,
|
|
help_text=_('Allows you to restrict the data entered into this field'),
|
|
choices=DATA_TYPE_CHOICES,
|
|
)
|
|
|
|
max_length = models.IntegerField(
|
|
_('Maximum Length (characters)'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
decimal_places = models.IntegerField(
|
|
_('Decimal Places'),
|
|
help_text=_('Only used for decimal fields'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
empty_selection_list = models.BooleanField(
|
|
_('Add empty first choice to List?'),
|
|
default=False,
|
|
help_text=_('Only for List: adds an empty first entry to the choices list, '
|
|
'which enforces that the user makes an active choice.'),
|
|
)
|
|
|
|
list_values = models.TextField(
|
|
_('List Values'),
|
|
help_text=_('For list fields only. Enter one option per line.'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
ordering = models.IntegerField(
|
|
_('Ordering'),
|
|
help_text=_('Lower numbers are displayed first; higher numbers are listed later'),
|
|
blank=True,
|
|
null=True,
|
|
)
|
|
|
|
def _choices_as_array(self):
|
|
from django.utils.six import StringIO
|
|
valuebuffer = StringIO(self.list_values)
|
|
choices = [[item.strip(), item.strip()] for item in valuebuffer.readlines()]
|
|
valuebuffer.close()
|
|
return choices
|
|
choices_as_array = property(_choices_as_array)
|
|
|
|
required = models.BooleanField(
|
|
_('Required?'),
|
|
help_text=_('Does the user have to enter a value for this field?'),
|
|
default=False,
|
|
)
|
|
|
|
staff_only = models.BooleanField(
|
|
_('Staff Only?'),
|
|
help_text=_('If this is ticked, then the public submission form '
|
|
'will NOT show this field'),
|
|
default=False,
|
|
)
|
|
|
|
objects = CustomFieldManager()
|
|
|
|
def __str__(self):
|
|
return '%s' % self.name
|
|
|
|
class Meta:
|
|
verbose_name = _('Custom field')
|
|
verbose_name_plural = _('Custom fields')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class TicketCustomFieldValue(models.Model):
|
|
ticket = models.ForeignKey(
|
|
Ticket,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Ticket'),
|
|
)
|
|
|
|
field = models.ForeignKey(
|
|
CustomField,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Field'),
|
|
)
|
|
|
|
value = models.TextField(blank=True, null=True)
|
|
|
|
def __str__(self):
|
|
return '%s / %s' % (self.ticket, self.field)
|
|
|
|
class Meta:
|
|
unique_together = (('ticket', 'field'),)
|
|
verbose_name = _('Ticket custom field value')
|
|
verbose_name_plural = _('Ticket custom field values')
|
|
|
|
|
|
@python_2_unicode_compatible
|
|
class TicketDependency(models.Model):
|
|
"""
|
|
The ticket identified by `ticket` cannot be resolved until the ticket in `depends_on` has been resolved.
|
|
To help enforce this, a helper function `can_be_resolved` on each Ticket instance checks that
|
|
these have all been resolved.
|
|
"""
|
|
class Meta:
|
|
unique_together = (('ticket', 'depends_on'),)
|
|
verbose_name = _('Ticket dependency')
|
|
verbose_name_plural = _('Ticket dependencies')
|
|
|
|
ticket = models.ForeignKey(
|
|
Ticket,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Ticket'),
|
|
related_name='ticketdependency',
|
|
)
|
|
|
|
depends_on = models.ForeignKey(
|
|
Ticket,
|
|
on_delete=models.CASCADE,
|
|
verbose_name=_('Depends On Ticket'),
|
|
related_name='depends_on',
|
|
)
|
|
|
|
def __str__(self):
|
|
return '%s / %s' % (self.ticket, self.depends_on)
|