forked from extern/django-helpdesk
543 lines
19 KiB
Python
543 lines
19 KiB
Python
"""
|
|
django-helpdesk - A Django powered ticket tracker for small enterprise.
|
|
|
|
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
|
|
|
|
forms.py - Definitions of newforms-based forms for creating and maintaining
|
|
tickets.
|
|
"""
|
|
|
|
from StringIO import StringIO
|
|
|
|
from django import forms
|
|
from django.forms import extras
|
|
from django.core.files.storage import default_storage
|
|
from django.conf import settings
|
|
from django.utils.translation import ugettext as _
|
|
try:
|
|
from django.contrib.auth import get_user_model
|
|
User = get_user_model()
|
|
except ImportError:
|
|
from django.contrib.auth.models import User
|
|
try:
|
|
from django.utils import timezone
|
|
except ImportError:
|
|
from datetime import datetime as timezone
|
|
|
|
from helpdesk.lib import send_templated_mail, safe_template_context
|
|
from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency
|
|
from helpdesk import settings as helpdesk_settings
|
|
|
|
class CustomFieldMixin(object):
|
|
"""
|
|
Mixin that provides a method to turn CustomFields into an actual field
|
|
"""
|
|
def customfield_to_field(self, field, instanceargs):
|
|
if field.data_type == 'varchar':
|
|
fieldclass = forms.CharField
|
|
instanceargs['max_length'] = field.max_length
|
|
elif field.data_type == 'text':
|
|
fieldclass = forms.CharField
|
|
instanceargs['widget'] = forms.Textarea
|
|
instanceargs['max_length'] = field.max_length
|
|
elif field.data_type == 'integer':
|
|
fieldclass = forms.IntegerField
|
|
elif field.data_type == 'decimal':
|
|
fieldclass = forms.DecimalField
|
|
instanceargs['decimal_places'] = field.decimal_places
|
|
instanceargs['max_digits'] = field.max_length
|
|
elif field.data_type == 'list':
|
|
fieldclass = forms.ChoiceField
|
|
choices = field.choices_as_array
|
|
if field.empty_selection_list:
|
|
choices.insert(0, ('','---------' ) )
|
|
instanceargs['choices'] = choices
|
|
elif field.data_type == 'boolean':
|
|
fieldclass = forms.BooleanField
|
|
elif field.data_type == 'date':
|
|
fieldclass = forms.DateField
|
|
elif field.data_type == 'time':
|
|
fieldclass = forms.TimeField
|
|
elif field.data_type == 'datetime':
|
|
fieldclass = forms.DateTimeField
|
|
elif field.data_type == 'email':
|
|
fieldclass = forms.EmailField
|
|
elif field.data_type == 'url':
|
|
fieldclass = forms.URLField
|
|
elif field.data_type == 'ipaddress':
|
|
fieldclass = forms.IPAddressField
|
|
elif field.data_type == 'slug':
|
|
fieldclass = forms.SlugField
|
|
|
|
self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
|
|
|
|
class EditTicketForm(CustomFieldMixin, forms.ModelForm):
|
|
class Meta:
|
|
model = Ticket
|
|
exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
|
|
|
|
def __init__(self, *args, **kwargs):
|
|
"""
|
|
Add any custom fields that are defined to the form
|
|
"""
|
|
super(EditTicketForm, self).__init__(*args, **kwargs)
|
|
|
|
for field in CustomField.objects.all():
|
|
try:
|
|
current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
|
|
initial_value = current_value.value
|
|
except TicketCustomFieldValue.DoesNotExist:
|
|
initial_value = None
|
|
instanceargs = {
|
|
'label': field.label,
|
|
'help_text': field.help_text,
|
|
'required': field.required,
|
|
'initial': initial_value,
|
|
}
|
|
|
|
self.customfield_to_field(field, instanceargs)
|
|
|
|
|
|
def save(self, *args, **kwargs):
|
|
|
|
for field, value in self.cleaned_data.items():
|
|
if field.startswith('custom_'):
|
|
field_name = field.replace('custom_', '')
|
|
customfield = CustomField.objects.get(name=field_name)
|
|
try:
|
|
cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
|
|
except:
|
|
cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
|
|
cfv.value = value
|
|
cfv.save()
|
|
|
|
return super(EditTicketForm, self).save(*args, **kwargs)
|
|
|
|
|
|
class EditFollowUpForm(forms.ModelForm):
|
|
def __init__(self, *args, **kwargs):
|
|
"Filter not openned tickets here."
|
|
super(EditFollowUpForm, self).__init__(*args, **kwargs)
|
|
self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
|
|
class Meta:
|
|
model = FollowUp
|
|
exclude = ('date', 'user',)
|
|
|
|
class TicketForm(CustomFieldMixin, forms.Form):
|
|
queue = forms.ChoiceField(
|
|
label=_('Queue'),
|
|
required=True,
|
|
choices=()
|
|
)
|
|
|
|
title = forms.CharField(
|
|
max_length=100,
|
|
required=True,
|
|
widget=forms.TextInput(attrs={'size':'60'}),
|
|
label=_('Summary of the problem'),
|
|
)
|
|
|
|
submitter_email = forms.EmailField(
|
|
required=False,
|
|
label=_('Submitter E-Mail Address'),
|
|
widget=forms.TextInput(attrs={'size':'60'}),
|
|
help_text=_('This e-mail address will receive copies of all public '
|
|
'updates to this ticket.'),
|
|
)
|
|
|
|
body = forms.CharField(
|
|
widget=forms.Textarea(attrs={'cols': 47, 'rows': 15}),
|
|
label=_('Description of Issue'),
|
|
required=True,
|
|
)
|
|
|
|
assigned_to = forms.ChoiceField(
|
|
choices=(),
|
|
required=False,
|
|
label=_('Case owner'),
|
|
help_text=_('If you select an owner other than yourself, they\'ll be '
|
|
'e-mailed details of this ticket immediately.'),
|
|
)
|
|
|
|
priority = forms.ChoiceField(
|
|
choices=Ticket.PRIORITY_CHOICES,
|
|
required=False,
|
|
initial='3',
|
|
label=_('Priority'),
|
|
help_text=_('Please select a priority carefully. If unsure, leave it '
|
|
'as \'3\'.'),
|
|
)
|
|
|
|
due_date = forms.DateTimeField(
|
|
widget=extras.SelectDateWidget,
|
|
required=False,
|
|
label=_('Due on'),
|
|
)
|
|
|
|
def clean_due_date(self):
|
|
data = self.cleaned_data['due_date']
|
|
#TODO: add Google calendar update hook
|
|
#if not hasattr(self, 'instance') or self.instance.due_date != new_data:
|
|
# print "you changed!"
|
|
return data
|
|
|
|
attachment = forms.FileField(
|
|
required=False,
|
|
label=_('Attach File'),
|
|
help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
|
|
)
|
|
|
|
def __init__(self, *args, **kwargs):
|
|
"""
|
|
Add any custom fields that are defined to the form
|
|
"""
|
|
super(TicketForm, self).__init__(*args, **kwargs)
|
|
for field in CustomField.objects.all():
|
|
instanceargs = {
|
|
'label': field.label,
|
|
'help_text': field.help_text,
|
|
'required': field.required,
|
|
}
|
|
|
|
self.customfield_to_field(field, instanceargs)
|
|
|
|
|
|
def save(self, user):
|
|
"""
|
|
Writes and returns a Ticket() object
|
|
"""
|
|
|
|
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
|
|
|
|
t = Ticket( title = self.cleaned_data['title'],
|
|
submitter_email = self.cleaned_data['submitter_email'],
|
|
created = timezone.now(),
|
|
status = Ticket.OPEN_STATUS,
|
|
queue = q,
|
|
description = self.cleaned_data['body'],
|
|
priority = self.cleaned_data['priority'],
|
|
due_date = self.cleaned_data['due_date'],
|
|
)
|
|
|
|
if self.cleaned_data['assigned_to']:
|
|
try:
|
|
u = User.objects.get(id=self.cleaned_data['assigned_to'])
|
|
t.assigned_to = u
|
|
except User.DoesNotExist:
|
|
t.assigned_to = None
|
|
t.save()
|
|
|
|
for field, value in self.cleaned_data.items():
|
|
if field.startswith('custom_'):
|
|
field_name = field.replace('custom_', '')
|
|
customfield = CustomField.objects.get(name=field_name)
|
|
cfv = TicketCustomFieldValue(ticket=t,
|
|
field=customfield,
|
|
value=value)
|
|
cfv.save()
|
|
|
|
f = FollowUp( ticket = t,
|
|
title = _('Ticket Opened'),
|
|
date = timezone.now(),
|
|
public = True,
|
|
comment = self.cleaned_data['body'],
|
|
user = user,
|
|
)
|
|
if self.cleaned_data['assigned_to']:
|
|
f.title = _('Ticket Opened & Assigned to %(name)s') % {
|
|
'name': t.get_assigned_to
|
|
}
|
|
|
|
f.save()
|
|
|
|
files = []
|
|
if self.cleaned_data['attachment']:
|
|
import mimetypes
|
|
file = self.cleaned_data['attachment']
|
|
filename = file.name.replace(' ', '_')
|
|
a = Attachment(
|
|
followup=f,
|
|
filename=filename,
|
|
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
|
|
size=file.size,
|
|
)
|
|
a.file.save(file.name, file, save=False)
|
|
a.save()
|
|
|
|
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
|
|
# Only files smaller than 512kb (or as defined in
|
|
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
|
|
try:
|
|
files.append(a.file.path)
|
|
except NotImplementedError:
|
|
pass
|
|
|
|
context = safe_template_context(t)
|
|
context['comment'] = f.comment
|
|
|
|
messages_sent_to = []
|
|
|
|
if t.submitter_email:
|
|
send_templated_mail(
|
|
'newticket_submitter',
|
|
context,
|
|
recipients=t.submitter_email,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
messages_sent_to.append(t.submitter_email)
|
|
|
|
if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
|
|
send_templated_mail(
|
|
'assigned_owner',
|
|
context,
|
|
recipients=t.assigned_to.email,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
messages_sent_to.append(t.assigned_to.email)
|
|
|
|
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
|
|
send_templated_mail(
|
|
'newticket_cc',
|
|
context,
|
|
recipients=q.new_ticket_cc,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
messages_sent_to.append(q.new_ticket_cc)
|
|
|
|
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
|
|
send_templated_mail(
|
|
'newticket_cc',
|
|
context,
|
|
recipients=q.updated_ticket_cc,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
|
|
return t
|
|
|
|
|
|
class PublicTicketForm(CustomFieldMixin, forms.Form):
|
|
queue = forms.ChoiceField(
|
|
label=_('Queue'),
|
|
required=True,
|
|
choices=()
|
|
)
|
|
|
|
title = forms.CharField(
|
|
max_length=100,
|
|
required=True,
|
|
widget=forms.TextInput(),
|
|
label=_('Summary of your query'),
|
|
)
|
|
|
|
submitter_email = forms.EmailField(
|
|
required=True,
|
|
label=_('Your E-Mail Address'),
|
|
help_text=_('We will e-mail you when your ticket is updated.'),
|
|
)
|
|
|
|
body = forms.CharField(
|
|
widget=forms.Textarea(),
|
|
label=_('Description of your issue'),
|
|
required=True,
|
|
help_text=_('Please be as descriptive as possible, including any '
|
|
'details we may need to address your query.'),
|
|
)
|
|
|
|
priority = forms.ChoiceField(
|
|
choices=Ticket.PRIORITY_CHOICES,
|
|
required=True,
|
|
initial='3',
|
|
label=_('Urgency'),
|
|
help_text=_('Please select a priority carefully.'),
|
|
)
|
|
|
|
due_date = forms.DateTimeField(
|
|
widget=extras.SelectDateWidget,
|
|
required=False,
|
|
label=_('Due on'),
|
|
)
|
|
|
|
attachment = forms.FileField(
|
|
required=False,
|
|
label=_('Attach File'),
|
|
help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
|
|
)
|
|
|
|
def __init__(self, *args, **kwargs):
|
|
"""
|
|
Add any custom fields that are defined to the form
|
|
"""
|
|
super(PublicTicketForm, self).__init__(*args, **kwargs)
|
|
for field in CustomField.objects.filter(staff_only=False):
|
|
instanceargs = {
|
|
'label': field.label,
|
|
'help_text': field.help_text,
|
|
'required': field.required,
|
|
}
|
|
|
|
self.customfield_to_field(field, instanceargs)
|
|
|
|
def save(self):
|
|
"""
|
|
Writes and returns a Ticket() object
|
|
"""
|
|
|
|
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
|
|
|
|
t = Ticket(
|
|
title = self.cleaned_data['title'],
|
|
submitter_email = self.cleaned_data['submitter_email'],
|
|
created = timezone.now(),
|
|
status = Ticket.OPEN_STATUS,
|
|
queue = q,
|
|
description = self.cleaned_data['body'],
|
|
priority = self.cleaned_data['priority'],
|
|
due_date = self.cleaned_data['due_date'],
|
|
)
|
|
|
|
t.save()
|
|
|
|
for field, value in self.cleaned_data.items():
|
|
if field.startswith('custom_'):
|
|
field_name = field.replace('custom_', '')
|
|
customfield = CustomField.objects.get(name=field_name)
|
|
cfv = TicketCustomFieldValue(ticket=t,
|
|
field=customfield,
|
|
value=value)
|
|
cfv.save()
|
|
|
|
f = FollowUp(
|
|
ticket = t,
|
|
title = _('Ticket Opened Via Web'),
|
|
date = timezone.now(),
|
|
public = True,
|
|
comment = self.cleaned_data['body'],
|
|
)
|
|
|
|
f.save()
|
|
|
|
files = []
|
|
if self.cleaned_data['attachment']:
|
|
import mimetypes
|
|
file = self.cleaned_data['attachment']
|
|
filename = file.name.replace(' ', '_')
|
|
a = Attachment(
|
|
followup=f,
|
|
filename=filename,
|
|
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
|
|
size=file.size,
|
|
)
|
|
a.file.save(file.name, file, save=False)
|
|
a.save()
|
|
|
|
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
|
|
# Only files smaller than 512kb (or as defined in
|
|
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
|
|
files.append(a.file.path)
|
|
|
|
context = safe_template_context(t)
|
|
|
|
messages_sent_to = []
|
|
|
|
send_templated_mail(
|
|
'newticket_submitter',
|
|
context,
|
|
recipients=t.submitter_email,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
messages_sent_to.append(t.submitter_email)
|
|
|
|
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
|
|
send_templated_mail(
|
|
'newticket_cc',
|
|
context,
|
|
recipients=q.new_ticket_cc,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
messages_sent_to.append(q.new_ticket_cc)
|
|
|
|
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
|
|
send_templated_mail(
|
|
'newticket_cc',
|
|
context,
|
|
recipients=q.updated_ticket_cc,
|
|
sender=q.from_address,
|
|
fail_silently=True,
|
|
files=files,
|
|
)
|
|
|
|
return t
|
|
|
|
|
|
class UserSettingsForm(forms.Form):
|
|
login_view_ticketlist = forms.BooleanField(
|
|
label=_('Show Ticket List on Login?'),
|
|
help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'),
|
|
required=False,
|
|
)
|
|
|
|
email_on_ticket_change = forms.BooleanField(
|
|
label=_('E-mail me on ticket change?'),
|
|
help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'),
|
|
required=False,
|
|
)
|
|
|
|
email_on_ticket_assign = forms.BooleanField(
|
|
label=_('E-mail me when assigned a ticket?'),
|
|
help_text=_('If you are assigned a ticket via the web, do you want to receive an e-mail?'),
|
|
required=False,
|
|
)
|
|
|
|
email_on_ticket_apichange = forms.BooleanField(
|
|
label=_('E-mail me when a ticket is changed via the API?'),
|
|
help_text=_('If a ticket is altered by the API, do you want to receive an e-mail?'),
|
|
required=False,
|
|
)
|
|
|
|
tickets_per_page = forms.IntegerField(
|
|
label=_('Number of tickets to show per page'),
|
|
help_text=_('How many tickets do you want to see on the Ticket List page?'),
|
|
required=False,
|
|
min_value=1,
|
|
max_value=1000,
|
|
)
|
|
|
|
use_email_as_submitter = forms.BooleanField(
|
|
label=_('Use my e-mail address when submitting tickets?'),
|
|
help_text=_('When you submit a ticket, do you want to automatically use your e-mail address as the submitter address? You can type a different e-mail address when entering the ticket if needed, this option only changes the default.'),
|
|
required=False,
|
|
)
|
|
|
|
class EmailIgnoreForm(forms.ModelForm):
|
|
class Meta:
|
|
model = IgnoreEmail
|
|
|
|
class TicketCCForm(forms.ModelForm):
|
|
def __init__(self, *args, **kwargs):
|
|
super(TicketCCForm, self).__init__(*args, **kwargs)
|
|
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
|
|
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
|
|
else:
|
|
users = User.objects.filter(is_active=True).order_by('username')
|
|
self.fields['user'].queryset = users
|
|
class Meta:
|
|
model = TicketCC
|
|
exclude = ('ticket',)
|
|
|
|
class TicketDependencyForm(forms.ModelForm):
|
|
class Meta:
|
|
model = TicketDependency
|
|
exclude = ('ticket',)
|