forked from extern/django-helpdesk
172 lines
5.0 KiB
Python
172 lines
5.0 KiB
Python
#!/usr/bin/python
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"""
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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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scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
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designed to be run from Cron or similar.
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"""
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from datetime import timedelta, date
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import getopt
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from optparse import make_option
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import sys
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from django.core.management.base import BaseCommand, CommandError
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from django.db.models import Q
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from django.utils.translation import ugettext as _
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from django.utils import timezone
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from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
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from helpdesk.lib import safe_template_context
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class Command(BaseCommand):
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def __init__(self):
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BaseCommand.__init__(self)
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self.option_list = (
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make_option(
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'--queues',
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help='Queues to include (default: all). Use queue slugs'),
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make_option(
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'--verboseescalation',
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action='store_true',
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default=False,
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help='Display a list of dates excluded'),
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)
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def handle(self, *args, **options):
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verbose = False
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queue_slugs = None
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queues = []
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if 'verboseescalation' in options:
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verbose = True
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if 'queues' in options:
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queue_slugs = options['queues']
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if queue_slugs is not None:
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queue_set = queue_slugs.split(',')
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for queue in queue_set:
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try:
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Queue.objects.get(slug__exact=queue)
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except Queue.DoesNotExist:
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raise CommandError("Queue %s does not exist." % queue)
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queues.append(queue)
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escalate_tickets(queues=queues, verbose=verbose)
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def escalate_tickets(queues, verbose):
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""" Only include queues with escalation configured """
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queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
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if queues:
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queryset = queryset.filter(slug__in=queues)
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for q in queryset:
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last = date.today() - timedelta(days=q.escalate_days)
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today = date.today()
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workdate = last
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days = 0
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while workdate < today:
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if EscalationExclusion.objects.filter(date=workdate).count() == 0:
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days += 1
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workdate = workdate + timedelta(days=1)
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req_last_escl_date = date.today() - timedelta(days=days)
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if verbose:
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print("Processing: %s" % q)
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for t in q.ticket_set.filter(
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Q(status=Ticket.OPEN_STATUS) |
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Q(status=Ticket.REOPENED_STATUS)
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).exclude(
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priority=1
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).filter(
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Q(on_hold__isnull=True) |
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Q(on_hold=False)
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).filter(
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Q(last_escalation__lte=req_last_escl_date) |
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Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
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):
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t.last_escalation = timezone.now()
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t.priority -= 1
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t.save()
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context = safe_template_context(t)
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t.send(
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{'submitter': ('escalated_submitter', context),
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'ticket_cc': ('escalated_cc', context),
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'assigned_to': ('escalated_owner', context)},
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fail_silently=True,
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)
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if verbose:
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print(" - Esclating %s from %s>%s" % (
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t.ticket,
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t.priority + 1,
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t.priority
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)
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)
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f = FollowUp(
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ticket=t,
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title='Ticket Escalated',
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date=timezone.now(),
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public=True,
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comment=_('Ticket escalated after %s days' % q.escalate_days),
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)
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f.save()
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tc = TicketChange(
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followup=f,
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field=_('Priority'),
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old_value=t.priority + 1,
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new_value=t.priority,
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)
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tc.save()
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def usage():
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print("Options:")
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print(" --queues: Queues to include (default: all). Use queue slugs")
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print(" --verboseescalation: Display a list of dates excluded")
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if __name__ == '__main__':
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try:
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opts, args = getopt.getopt(sys.argv[1:], ['queues=', 'verboseescalation'])
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except getopt.GetoptError:
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usage()
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sys.exit(2)
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verbose = False
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queue_slugs = None
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queues = []
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for o, a in opts:
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if o == '--verboseescalation':
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verbose = True
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if o == '--queues':
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queue_slugs = a
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if queue_slugs is not None:
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queue_set = queue_slugs.split(',')
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for queue in queue_set:
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try:
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q = Queue.objects.get(slug__exact=queue)
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except Queue.DoesNotExist:
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print("Queue %s does not exist." % queue)
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sys.exit(2)
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queues.append(queue)
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escalate_tickets(queues=queues, verbose=verbose)
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