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django-helpdesk/views/staff.py
Ross Poulton a95fc54586 * On the homepage, only redirect to the dashboard if the user is not staff (was redirecting if user was authenticated, although dashboard is for staff-only) (Issue #40) 
* When editing a ticket, only show staff users in the 'Assign To' drop-down box (Issue #40)
2009-01-19 09:31:24 +00:00

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"""
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
views/staff.py - The bulk of the application - provides most business logic and
renders all staff-facing views.
"""
from datetime import datetime
from django.contrib.auth.models import User
from django.contrib.auth.decorators import login_required, user_passes_test
from django.core.files.base import ContentFile
from django.core.urlresolvers import reverse
from django.db import connection
from django.db.models import Q
from django.http import HttpResponseRedirect, Http404, HttpResponse
from django.shortcuts import render_to_response, get_object_or_404
from django.template import loader, Context, RequestContext
from django.utils.translation import ugettext as _
from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm
from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict, apply_query, safe_template_context
from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail
staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
superuser_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_superuser)
def dashboard(request):
"""
A quick summary overview for users: A list of their own tickets, a table
showing ticket counts by queue/status, and a list of unassigned tickets
with options for them to 'Take' ownership of said tickets.
"""
tickets = Ticket.objects.filter(
assigned_to=request.user,
).exclude(
status=Ticket.CLOSED_STATUS,
)
unassigned_tickets = Ticket.objects.filter(
assigned_to__isnull=True,
).exclude(
status=Ticket.CLOSED_STATUS,
)
# The following query builds a grid of queues & ticket statuses,
# to be displayed to the user. EG:
# Open Resolved
# Queue 1 10 4
# Queue 2 4 12
cursor = connection.cursor()
cursor.execute("""
SELECT q.id as queue,
q.title AS name,
COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open,
COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved
FROM helpdesk_ticket t,
helpdesk_queue q
WHERE q.id = t.queue_id
GROUP BY queue, name
ORDER BY q.id;
""")
dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)
return render_to_response('helpdesk/dashboard.html',
RequestContext(request, {
'user_tickets': tickets,
'unassigned_tickets': unassigned_tickets,
'dash_tickets': dash_tickets,
}))
dashboard = staff_member_required(dashboard)
def delete_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if request.method == 'GET':
return render_to_response('helpdesk/delete_ticket.html',
RequestContext(request, {
'ticket': ticket,
}))
else:
ticket.delete()
return HttpResponseRedirect(reverse('helpdesk_home'))
delete_ticket = staff_member_required(delete_ticket)
def view_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if request.GET.has_key('take'):
# Allow the user to assign the ticket to themselves whilst viewing it.
ticket.assigned_to = request.user
ticket.save()
if request.GET.has_key('close') and ticket.status == Ticket.RESOLVED_STATUS:
if not ticket.assigned_to:
owner = 0
else:
owner = ticket.assigned_to.id
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'new_status': Ticket.CLOSED_STATUS,
'public': 1,
'owner': owner,
'title': ticket.title,
'comment': _('Accepted resolution and closed ticket'),
}
return update_ticket(request, ticket_id)
return render_to_response('helpdesk/ticket.html',
RequestContext(request, {
'ticket': ticket,
'active_users': User.objects.filter(is_active=True).filter(is_staff=True),
'priorities': Ticket.PRIORITY_CHOICES,
'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
}))
view_ticket = staff_member_required(view_ticket)
def update_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', '')
public = request.POST.get('public', False)
owner = int(request.POST.get('owner', None))
priority = int(request.POST.get('priority', ticket.priority))
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = Context(safe_template_context(ticket))
comment = loader.get_template_from_string(comment).render(context)
if not owner and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment, user=request.user)
f.public = public
reassigned = False
if owner:
if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _('Assigned to %(username)s') % {
'username': new_user.username,
}
ticket.assigned_to = new_user
reassigned = True
elif owner == 0:
f.title = _('Unassigned')
ticket.assigned_to = None
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += ' and %s' % ticket.get_status_display()
else:
f.title = '%s' % ticket.get_status_display()
if not f.title:
if f.comment:
f.title = _('Comment')
else:
f.title = _('Updated')
f.save()
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if priority != ticket.priority:
c = TicketChange(
followup=f,
field=_('Priority'),
old_value=ticket.priority,
new_value=priority,
)
c.save()
ticket.priority = priority
if f.new_status == Ticket.RESOLVED_STATUS:
ticket.resolution = comment
if ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
context = {
'ticket': ticket,
'queue': ticket.queue,
'resolution': ticket.resolution,
'comment': f.comment,
}
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_submitter'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_submitter'
else:
template = 'updated_submitter'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email:
# We only send e-mails to staff members if the ticket is updated by
# another user.
if reassigned:
template_staff = 'assigned_owner'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
if (not reassigned or ( reassigned and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_assign', False))) or (not reassigned and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_change', False)):
send_templated_mail(
template_staff,
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
if ticket.queue.updated_ticket_cc:
if reassigned:
template_cc = 'assigned_cc'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif f.new_status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
send_templated_mail(
template_cc,
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
if request.FILES:
import mimetypes
for file in request.FILES.getlist('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()
ticket.save()
return HttpResponseRedirect(ticket.get_absolute_url())
update_ticket = staff_member_required(update_ticket)
def ticket_list(request):
context = {}
# Query_params will hold a dictionary of paramaters relating to
# a query, to be saved if needed:
query_params = {
'filtering': {},
'sorting': None,
'sortreverse': False,
'keyword': None,
'other_filter': None,
}
from_saved_query = False
if request.GET.get('saved_query', None):
from_saved_query = True
try:
saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query'))
except SavedSearch.DoesNotExist:
return HttpResponseRedirect(reverse('helpdesk_list'))
if not (saved_query.shared or saved_query.user == request.user):
return HttpResponseRedirect(reverse('helpdesk_list'))
import cPickle
from helpdesk.lib import b64decode
query_params = cPickle.loads(b64decode(str(saved_query.query)))
elif not ( request.GET.has_key('queue')
or request.GET.has_key('assigned_to')
or request.GET.has_key('status')
or request.GET.has_key('q')
or request.GET.has_key('sort')
or request.GET.has_key('sortreverse') ):
# Fall-back if no querying is being done, force the list to only
# show open/reopened/resolved (not closed) cases sorted by creation
# date.
query_params = {
'filtering': {'status__in': [1, 2, 3]},
'sorting': 'created',
}
else:
queues = request.GET.getlist('queue')
if queues:
queues = [int(q) for q in queues]
query_params['filtering']['queue__id__in'] = queues
owners = request.GET.getlist('assigned_to')
if owners:
owners = [int(u) for u in owners]
query_params['filtering']['assigned_to__id__in'] = owners
statuses = request.GET.getlist('status')
if statuses:
statuses = [int(s) for s in statuses]
query_params['filtering']['status__in'] = statuses
### KEYWORD SEARCHING
q = request.GET.get('q', None)
if q:
qset = (
Q(title__icontains=q) |
Q(description__icontains=q) |
Q(resolution__icontains=q) |
Q(submitter_email__icontains=q)
)
context = dict(context, query=q)
query_params['other_filter'] = qset
### SORTING
sort = request.GET.get('sort', None)
if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
sort = 'created'
query_params['sorting'] = sort
sortreverse = request.GET.get('sortreverse', None)
query_params['sortreverse'] = sortreverse
tickets = apply_query(Ticket.objects.select_related(), query_params)
import cPickle
from helpdesk.lib import b64encode
urlsafe_query = b64encode(cPickle.dumps(query_params))
user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True))
return render_to_response('helpdesk/ticket_list.html',
RequestContext(request, dict(
context,
tickets=tickets,
user_choices=User.objects.filter(is_active=True),
queue_choices=Queue.objects.all(),
status_choices=Ticket.STATUS_CHOICES,
urlsafe_query=urlsafe_query,
user_saved_queries=user_saved_queries,
query_params=query_params,
from_saved_query=from_saved_query,
)))
ticket_list = staff_member_required(ticket_list)
def create_ticket(request):
if request.method == 'POST':
form = TicketForm(request.POST)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)]
if form.is_valid():
ticket = form.save(user=request.user)
return HttpResponseRedirect(ticket.get_absolute_url())
else:
form = TicketForm()
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)]
return render_to_response('helpdesk/create_ticket.html',
RequestContext(request, {
'form': form,
}))
create_ticket = staff_member_required(create_ticket)
def raw_details(request, type):
# TODO: This currently only supports spewing out 'PreSetReply' objects,
# in the future it needs to be expanded to include other items. All it
# does is return a plain-text representation of an object.
if not type in ('preset',):
raise Http404
if type == 'preset' and request.GET.get('id', False):
try:
preset = PreSetReply.objects.get(id=request.GET.get('id'))
return HttpResponse(preset.body)
except PreSetReply.DoesNotExist:
raise Http404
raise Http404
raw_details = staff_member_required(raw_details)
def hold_ticket(request, ticket_id, unhold=False):
ticket = get_object_or_404(Ticket, id=ticket_id)
if unhold:
ticket.on_hold = False
title = _('Ticket taken off hold')
else:
ticket.on_hold = True
title = _('Ticket placed on hold')
f = FollowUp(
ticket = ticket,
user = request.user,
title = title,
date = datetime.now(),
public = True,
)
f.save()
ticket.save()
return HttpResponseRedirect(ticket.get_absolute_url())
hold_ticket = staff_member_required(hold_ticket)
def unhold_ticket(request, ticket_id):
return hold_ticket(request, ticket_id, unhold=True)
unhold_ticket = staff_member_required(unhold_ticket)
def rss_list(request):
return render_to_response('helpdesk/rss_list.html',
RequestContext(request, {
'queues': Queue.objects.all(),
}))
rss_list = staff_member_required(rss_list)
def report_index(request):
return render_to_response('helpdesk/report_index.html',
RequestContext(request, {}))
report_index = staff_member_required(report_index)
def run_report(request, report):
priority_sql = []
priority_columns = []
for p in Ticket.PRIORITY_CHOICES:
priority_sql.append("COUNT(CASE t.priority WHEN '%s' THEN t.id END) AS \"%s\"" % (p[0], p[1]._proxy____unicode_cast()))
priority_columns.append("%s" % p[1]._proxy____unicode_cast())
priority_sql = ", ".join(priority_sql)
status_sql = []
status_columns = []
for s in Ticket.STATUS_CHOICES:
status_sql.append("COUNT(CASE t.status WHEN '%s' THEN t.id END) AS \"%s\"" % (s[0], s[1]._proxy____unicode_cast()))
status_columns.append("%s" % s[1]._proxy____unicode_cast())
status_sql = ", ".join(status_sql)
queue_sql = []
queue_columns = []
for q in Queue.objects.all():
queue_sql.append("COUNT(CASE t.queue_id WHEN '%s' THEN t.id END) AS \"%s\"" % (q.id, q.title))
queue_columns.append(q.title)
queue_sql = ", ".join(queue_sql)
month_sql = []
months = (
'Jan',
'Feb',
'Mar',
'Apr',
'May',
'Jun',
'Jul',
'Aug',
'Sep',
'Oct',
'Nov',
'Dec',
)
month_columns = []
first_ticket = Ticket.objects.all().order_by('created')[0]
first_month = first_ticket.created.month
first_year = first_ticket.created.year
last_ticket = Ticket.objects.all().order_by('-created')[0]
last_month = last_ticket.created.month
last_year = last_ticket.created.year
periods = []
year, month = first_year, first_month
working = True
while working:
temp = (year, month)
month += 1
if month > 12:
year += 1
month = 1
if month > last_month and year >= last_year:
working = False
periods.append((temp, (year, month)))
for (low_bound, upper_bound) in periods:
low_sqlmonth = '%s-%02i-01' % (low_bound[0], low_bound[1])
upper_sqlmonth = '%s-%02i-01' % (upper_bound[0], upper_bound[1])
desc = '%s %s' % (months[low_bound[1]-1], low_bound[0])
month_sql.append("""
COUNT(
CASE 1 = 1
WHEN (date(t.created) >= date('%s')
AND date(t.created) < date('%s')) THEN t.id END) AS "%s"
""" % (low_sqlmonth, upper_sqlmonth, desc))
month_columns.append(desc)
month_sql = ", ".join(month_sql)
queue_base_sql = """
SELECT q.title as queue, %s
FROM helpdesk_ticket t,
helpdesk_queue q
WHERE q.id = t.queue_id
GROUP BY queue
ORDER BY queue;
"""
user_base_sql = """
SELECT u.username as username, %s
FROM helpdesk_ticket t,
auth_user u
WHERE u.id = t.assigned_to_id
GROUP BY u.username
ORDER BY u.username;
"""
if report == 'userpriority':
sql = user_base_sql % priority_sql
columns = ['username'] + priority_columns
title = 'User by Priority'
elif report == 'userqueue':
sql = user_base_sql % queue_sql
columns = ['username'] + queue_columns
title = 'User by Queue'
elif report == 'userstatus':
sql = user_base_sql % status_sql
columns = ['username'] + status_columns
title = 'User by Status'
elif report == 'usermonth':
sql = user_base_sql % month_sql
columns = ['username'] + month_columns
title = 'User by Month'
elif report == 'queuepriority':
sql = queue_base_sql % priority_sql
columns = ['queue'] + priority_columns
title = 'Queue by Priority'
elif report == 'queuestatus':
sql = queue_base_sql % status_sql
columns = ['queue'] + status_columns
title = 'Queue by Status'
elif report == 'queuemonth':
sql = queue_base_sql % month_sql
columns = ['queue'] + month_columns
title = 'Queue by Month'
cursor = connection.cursor()
cursor.execute(sql)
report_output = query_to_dict(cursor.fetchall(), cursor.description)
data = []
for record in report_output:
line = []
for c in columns:
line.append(record[c])
data.append(line)
if report in ('queuemonth', 'usermonth'):
chart_url = line_chart([columns] + data)
elif report in ('queuestatus', 'queuepriority', 'userstatus', 'userpriority'):
chart_url = bar_chart([columns] + data)
else:
chart_url = ''
return render_to_response('helpdesk/report_output.html',
RequestContext(request, {
'headings': columns,
'data': data,
'chart': chart_url,
'title': title,
}))
run_report = staff_member_required(run_report)
def save_query(request):
title = request.POST.get('title', None)
shared = request.POST.get('shared', False)
query_encoded = request.POST.get('query_encoded', None)
if not title or not query_encoded:
return HttpResponseRedirect(reverse('helpdesk_list'))
query = SavedSearch(title=title, shared=shared, query=query_encoded, user=request.user)
query.save()
return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk_list'), query.id))
save_query = staff_member_required(save_query)
def delete_saved_query(request, id):
query = get_object_or_404(SavedSearch, id=id, user=request.user)
if request.method == 'POST':
query.delete()
return HttpResponseRedirect(reverse('helpdesk_list'))
else:
return render_to_response('helpdesk/confirm_delete_saved_query.html',
RequestContext(request, {
'query': query,
}))
delete_saved_query = staff_member_required(delete_saved_query)
def user_settings(request):
s = request.user.usersettings
if request.POST:
form = UserSettingsForm(request.POST)
if form.is_valid():
s.settings = form.cleaned_data
s.save()
else:
form = UserSettingsForm(s.settings)
return render_to_response('helpdesk/user_settings.html',
RequestContext(request, {
'form': form,
}))
user_settings = staff_member_required(user_settings)
def email_ignore(request):
return render_to_response('helpdesk/email_ignore_list.html',
RequestContext(request, {
'ignore_list': IgnoreEmail.objects.all(),
}))
email_ignore = superuser_required(email_ignore)
def email_ignore_add(request):
if request.method == 'POST':
form = EmailIgnoreForm(request.POST)
if form.is_valid():
ignore = form.save()
return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
else:
form = EmailIgnoreForm(request.GET)
return render_to_response('helpdesk/email_ignore_add.html',
RequestContext(request, {
'form': form,
}))
email_ignore_add = superuser_required(email_ignore_add)
def email_ignore_del(request, id):
ignore = get_object_or_404(IgnoreEmail, id=id)
if request.method == 'POST':
ignore.delete()
return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
else:
return render_to_response('helpdesk/email_ignore_del.html',
RequestContext(request, {
'ignore': ignore,
}))
email_ignore_del = superuser_required(email_ignore_del)
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