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"""
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Jutda Helpdesk - A Django powered ticket tracker for small enterprise .
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( c ) Copyright 2008 Jutda . All Rights Reserved . See LICENSE for details .
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forms . py - Definitions of newforms - based forms for creating and maintaining
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tickets .
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"""
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from datetime import datetime
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from django import forms
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from django . conf import settings
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from django . contrib . auth . models import User
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from django . utils . translation import ugettext as _
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from helpdesk . lib import send_templated_mail
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from helpdesk . models import Ticket , Queue , FollowUp , Attachment , IgnoreEmail , TicketCC
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from helpdesk . settings import HAS_TAG_SUPPORT
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class EditTicketForm ( forms . ModelForm ) :
class Meta :
model = Ticket
exclude = ( ' created ' , ' modified ' , ' status ' , ' on_hold ' , ' resolution ' , ' last_escalation ' , ' assigned_to ' )
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class TicketForm ( forms . Form ) :
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queue = forms . ChoiceField (
label = _ ( ' Queue ' ) ,
required = True ,
choices = ( )
)
title = forms . CharField (
max_length = 100 ,
required = True ,
widget = forms . TextInput ( ) ,
label = _ ( ' Summary of the problem ' ) ,
)
submitter_email = forms . EmailField (
required = False ,
label = _ ( ' Submitter E-Mail Address ' ) ,
help_text = _ ( ' This e-mail address will receive copies of all public '
' updates to this ticket. ' ) ,
)
body = forms . CharField (
widget = forms . Textarea ( ) ,
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 \' . ' ) ,
)
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attachment = forms . FileField (
required = False ,
label = _ ( ' Attach File ' ) ,
help_text = _ ( ' You can attach a file such as a document or screenshot to this ticket. ' ) ,
)
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if HAS_TAG_SUPPORT :
tags = forms . CharField (
max_length = 255 ,
required = False ,
widget = forms . TextInput ( ) ,
label = _ ( ' Tags ' ) ,
help_text = _ ( ' Words, separated by spaces, or phrases separated by commas. '
' These should communicate significant characteristics of this '
' ticket ' ) ,
)
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def save ( self , user ) :
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"""
Writes and returns a Ticket ( ) object
"""
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q = Queue . objects . get ( id = int ( self . cleaned_data [ ' queue ' ] ) )
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t = Ticket ( title = self . cleaned_data [ ' title ' ] ,
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submitter_email = self . cleaned_data [ ' submitter_email ' ] ,
created = datetime . now ( ) ,
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status = Ticket . OPEN_STATUS ,
queue = q ,
description = self . cleaned_data [ ' body ' ] ,
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priority = self . cleaned_data [ ' priority ' ] ,
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)
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if HAS_TAG_SUPPORT :
t . tags = self . cleaned_data [ ' tags ' ]
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if self . cleaned_data [ ' assigned_to ' ] :
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try :
u = User . objects . get ( id = self . cleaned_data [ ' assigned_to ' ] )
t . assigned_to = u
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except User . DoesNotExist :
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t . assigned_to = None
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t . save ( )
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f = FollowUp ( ticket = t ,
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title = _ ( ' Ticket Opened ' ) ,
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date = datetime . now ( ) ,
public = True ,
comment = self . cleaned_data [ ' body ' ] ,
user = user ,
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)
if self . cleaned_data [ ' assigned_to ' ] :
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f . title = _ ( ' Ticket Opened & Assigned to %(name)s ' ) % {
' name ' : t . get_assigned_to
}
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f . save ( )
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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 )
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context = {
' ticket ' : t ,
' queue ' : q ,
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' comment ' : f . comment ,
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}
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messages_sent_to = [ ]
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if t . submitter_email :
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send_templated_mail (
' newticket_submitter ' ,
context ,
recipients = t . submitter_email ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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messages_sent_to . append ( t . submitter_email )
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if t . assigned_to and t . assigned_to != user and getattr ( t . assigned_to . usersettings . settings , ' email_on_ticket_assign ' , False ) and t . assigned_to . email and t . assigned_to . email not in messages_sent_to :
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send_templated_mail (
' assigned_owner ' ,
context ,
recipients = t . assigned_to . email ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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messages_sent_to . append ( t . assigned_to . email )
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if q . new_ticket_cc and q . new_ticket_cc not in messages_sent_to :
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send_templated_mail (
' newticket_cc ' ,
context ,
recipients = q . new_ticket_cc ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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messages_sent_to . append ( q . new_ticket_cc )
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if q . updated_ticket_cc and q . updated_ticket_cc != q . new_ticket_cc and q . updated_ticket_cc not in messages_sent_to :
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send_templated_mail (
' newticket_cc ' ,
context ,
recipients = q . updated_ticket_cc ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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return t
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class PublicTicketForm ( forms . Form ) :
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queue = forms . ChoiceField (
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. ' ) ,
)
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attachment = forms . FileField (
required = False ,
label = _ ( ' Attach File ' ) ,
help_text = _ ( ' You can attach a file such as a document or screenshot to this ticket. ' ) ,
)
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def save ( self ) :
"""
Writes and returns a Ticket ( ) object
"""
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q = Queue . objects . get ( id = int ( self . cleaned_data [ ' queue ' ] ) )
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t = Ticket (
title = self . cleaned_data [ ' title ' ] ,
submitter_email = self . cleaned_data [ ' submitter_email ' ] ,
created = datetime . now ( ) ,
status = Ticket . OPEN_STATUS ,
queue = q ,
description = self . cleaned_data [ ' body ' ] ,
priority = self . cleaned_data [ ' priority ' ] ,
)
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t . save ( )
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f = FollowUp (
ticket = t ,
title = _ ( ' Ticket Opened Via Web ' ) ,
date = datetime . now ( ) ,
public = True ,
comment = self . cleaned_data [ ' body ' ] ,
)
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f . save ( )
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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 )
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context = {
' ticket ' : t ,
' queue ' : q ,
}
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messages_sent_to = [ ]
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send_templated_mail (
' newticket_submitter ' ,
context ,
recipients = t . submitter_email ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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messages_sent_to . append ( t . submitter_email )
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if q . new_ticket_cc and q . new_ticket_cc not in messages_sent_to :
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send_templated_mail (
' newticket_cc ' ,
context ,
recipients = q . new_ticket_cc ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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messages_sent_to . append ( q . new_ticket_cc )
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if q . updated_ticket_cc and q . updated_ticket_cc != q . new_ticket_cc and q . updated_ticket_cc not in messages_sent_to :
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send_templated_mail (
' newticket_cc ' ,
context ,
recipients = q . updated_ticket_cc ,
sender = q . from_address ,
fail_silently = True ,
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files = files ,
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)
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return t
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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 ,
)
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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 ,
)
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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 ,
)
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class EmailIgnoreForm ( forms . ModelForm ) :
class Meta :
model = IgnoreEmail
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class TicketCCForm ( forms . ModelForm ) :
class Meta :
model = TicketCC
exclude = ( ' ticket ' , )