django-helpdeskmig/helpdesk/views/staff.py

"""
django-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 __future__ import unicode_literals
from datetime import datetime, timedelta

from django.conf import settings
from django.contrib.auth import get_user_model
from django.contrib.auth.decorators import user_passes_test
from django.urls import reverse
from django.core.exceptions import ValidationError, PermissionDenied
from django.db import connection
from django.db.models import Q
from django.http import HttpResponseRedirect, Http404, HttpResponse
from django.shortcuts import render, get_object_or_404
from django.utils.dates import MONTHS_3
from django.utils.translation import ugettext as _
from django.utils.html import escape
from django import forms
from django.utils import timezone

from django.utils import six

from helpdesk.forms import (
    TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm,
    TicketCCEmailForm, TicketCCUserForm, EditFollowUpForm, TicketDependencyForm
)
from helpdesk.lib import (
    send_templated_mail, query_to_dict, apply_query, safe_template_context,
    process_attachments, queue_template_context,
)
from helpdesk.models import (
    Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch,
    IgnoreEmail, TicketCC, TicketDependency,
)
from helpdesk import settings as helpdesk_settings

User = get_user_model()


if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
    # treat 'normal' users like 'staff'
    staff_member_required = user_passes_test(
        lambda u: u.is_authenticated and u.is_active)
else:
    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 _get_user_queues(user):
    """Return the list of Queues the user can access.

    :param user: The User (the class should have the has_perm method)
    :return: A Python list of Queues
    """
    all_queues = Queue.objects.all()
    limit_queues_by_user = \
        helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION \
        and not user.is_superuser
    if limit_queues_by_user:
        id_list = [q.pk for q in all_queues if user.has_perm(q.permission_name)]
        return all_queues.filter(pk__in=id_list)
    else:
        return all_queues


def _has_access_to_queue(user, queue):
    """Check if a certain user can access a certain queue.

    :param user: The User (the class should have the has_perm method)
    :param queue: The django-helpdesk Queue instance
    :return: True if the user has permission (either by default or explicitly), false otherwise
    """
    if user.is_superuser or not helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION:
        return True
    else:
        return user.has_perm(queue.permission_name)


def _is_my_ticket(user, ticket):
    """Check to see if the user has permission to access
    a ticket. If not then deny access."""
    if user.is_superuser or user.is_staff or user.id == ticket.assigned_to.id:
        return True
    else:
        return False


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.
    """
    # open & reopened tickets, assigned to current user
    tickets = Ticket.objects.select_related('queue').filter(
        assigned_to=request.user,
    ).exclude(
        status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
    )

    # closed & resolved tickets, assigned to current user
    tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
        assigned_to=request.user,
        status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])

    user_queues = _get_user_queues(request.user)

    unassigned_tickets = Ticket.objects.select_related('queue').filter(
        assigned_to__isnull=True,
        queue__in=user_queues
    ).exclude(
        status=Ticket.CLOSED_STATUS,
    )

    # all tickets, reported by current user
    all_tickets_reported_by_current_user = ''
    email_current_user = request.user.email
    if email_current_user:
        all_tickets_reported_by_current_user = Ticket.objects.select_related('queue').filter(
            submitter_email=email_current_user,
        ).order_by('status')

    tickets_in_queues = Ticket.objects.filter(
        queue__in=user_queues,
    )
    basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues)

    # 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

    queues = _get_user_queues(request.user).values_list('id', flat=True)

    from_clause = """FROM    helpdesk_ticket t,
                    helpdesk_queue q"""
    if queues:
        where_clause = """WHERE   q.id = t.queue_id AND
                        q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues)))
    else:
        where_clause = """WHERE   q.id = t.queue_id"""

    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,
                    COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed
            %s
            %s
            GROUP BY queue, name
            ORDER BY q.id;
    """ % (from_clause, where_clause))

    dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)

    return render(request, 'helpdesk/dashboard.html', {
        'user_tickets': tickets,
        'user_tickets_closed_resolved': tickets_closed_resolved,
        'unassigned_tickets': unassigned_tickets,
        'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
        'basic_ticket_stats': basic_ticket_stats,
    })


dashboard = staff_member_required(dashboard)


def delete_ticket(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    if request.method == 'GET':
        return render(request, 'helpdesk/delete_ticket.html', {
            'ticket': ticket,
        })
    else:
        ticket.delete()
        return HttpResponseRedirect(reverse('helpdesk:home'))


delete_ticket = staff_member_required(delete_ticket)


def followup_edit(request, ticket_id, followup_id):
    """Edit followup options with an ability to change the ticket."""
    followup = get_object_or_404(FollowUp, id=followup_id)
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    if request.method == 'GET':
        form = EditFollowUpForm(initial={
            'title': escape(followup.title),
            'ticket': followup.ticket,
            'comment': escape(followup.comment),
            'public': followup.public,
            'new_status': followup.new_status,
        })

        ticketcc_string, show_subscribe = \
            return_ticketccstring_and_show_subscribe(request.user, ticket)

        return render(request, 'helpdesk/followup_edit.html', {
            'followup': followup,
            'ticket': ticket,
            'form': form,
            'ticketcc_string': ticketcc_string,
        })
    elif request.method == 'POST':
        form = EditFollowUpForm(request.POST)
        if form.is_valid():
            title = form.cleaned_data['title']
            _ticket = form.cleaned_data['ticket']
            comment = form.cleaned_data['comment']
            public = form.cleaned_data['public']
            new_status = form.cleaned_data['new_status']
            # will save previous date
            old_date = followup.date
            new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
            # keep old user if one did exist before.
            if followup.user:
                new_followup.user = followup.user
            new_followup.save()
            # get list of old attachments & link them to new_followup
            attachments = Attachment.objects.filter(followup=followup)
            for attachment in attachments:
                attachment.followup = new_followup
                attachment.save()
            # delete old followup
            followup.delete()
        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))


followup_edit = staff_member_required(followup_edit)


def followup_delete(request, ticket_id, followup_id):
    """followup delete for superuser"""

    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not request.user.is_superuser:
        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))

    followup = get_object_or_404(FollowUp, id=followup_id)
    followup.delete()
    return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))


followup_delete = staff_member_required(followup_delete)


def view_ticket(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    if 'take' in request.GET:
        # Allow the user to assign the ticket to themselves whilst viewing it.

        # Trick the update_ticket() view into thinking it's being called with
        # a valid POST.
        request.POST = {
            'owner': request.user.id,
            'public': 1,
            'title': ticket.title,
            'comment': ''
        }
        return update_ticket(request, ticket_id)

    if 'subscribe' in request.GET:
        # Allow the user to subscribe him/herself to the ticket whilst viewing it.
        ticket_cc, show_subscribe = \
            return_ticketccstring_and_show_subscribe(request.user, ticket)
        if show_subscribe:
            subscribe_staff_member_to_ticket(ticket, request.user)
            return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))

    if 'close' in request.GET 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)

    if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
        users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
    else:
        users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)

    # TODO: shouldn't this template get a form to begin with?
    form = TicketForm(initial={'due_date': ticket.due_date})

    ticketcc_string, show_subscribe = \
        return_ticketccstring_and_show_subscribe(request.user, ticket)

    return render(request, 'helpdesk/ticket.html', {
        'ticket': ticket,
        'form': form,
        'active_users': users,
        'priorities': Ticket.PRIORITY_CHOICES,
        'preset_replies': PreSetReply.objects.filter(
            Q(queues=ticket.queue) | Q(queues__isnull=True)),
        'ticketcc_string': ticketcc_string,
        'SHOW_SUBSCRIBE': show_subscribe,
    })


view_ticket = staff_member_required(view_ticket)


def return_ticketccstring_and_show_subscribe(user, ticket):
    """used in view_ticket() and followup_edit()"""
    # create the ticketcc_string and check whether current user is already
    # subscribed
    username = user.get_username().upper()
    useremail = user.email.upper()
    strings_to_check = list()
    strings_to_check.append(username)
    strings_to_check.append(useremail)

    ticketcc_string = ''
    all_ticketcc = ticket.ticketcc_set.all()
    counter_all_ticketcc = len(all_ticketcc) - 1
    show_subscribe = True
    for i, ticketcc in enumerate(all_ticketcc):
        ticketcc_this_entry = str(ticketcc.display)
        ticketcc_string += ticketcc_this_entry
        if i < counter_all_ticketcc:
            ticketcc_string += ', '
        if strings_to_check.__contains__(ticketcc_this_entry.upper()):
            show_subscribe = False

    # check whether current user is a submitter or assigned to ticket
    assignedto_username = str(ticket.assigned_to).upper()
    strings_to_check = list()
    if ticket.submitter_email is not None:
        submitter_email = ticket.submitter_email.upper()
        strings_to_check.append(submitter_email)
    strings_to_check.append(assignedto_username)
    if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail):
        show_subscribe = False

    return ticketcc_string, show_subscribe


def subscribe_staff_member_to_ticket(ticket, user):
    """used in view_ticket() and update_ticket()"""
    ticketcc = TicketCC(
        ticket=ticket,
        user=user,
        can_view=True,
        can_update=True,
    )
    ticketcc.save()


def update_ticket(request, ticket_id, public=False):
    if not (public or (
            request.user.is_authenticated and
            request.user.is_active and (
                request.user.is_staff or
                helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
        return HttpResponseRedirect('%s?next=%s' %
                                    (reverse('helpdesk:login'), request.path))

    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', -1))
    priority = int(request.POST.get('priority', ticket.priority))
    due_date_year = int(request.POST.get('due_date_year', 0))
    due_date_month = int(request.POST.get('due_date_month', 0))
    due_date_day = int(request.POST.get('due_date_day', 0))

    if not (due_date_year and due_date_month and due_date_day):
        due_date = ticket.due_date
    else:
        if ticket.due_date:
            due_date = ticket.due_date
        else:
            due_date = timezone.now()
        due_date = due_date.replace(due_date_year, due_date_month, due_date_day)

    no_changes = all([
        not request.FILES,
        not comment,
        new_status == ticket.status,
        title == ticket.title,
        priority == int(ticket.priority),
        due_date == ticket.due_date,
        (owner == -1) or (not owner and not ticket.assigned_to) or
        (owner and User.objects.get(id=owner) == ticket.assigned_to),
    ])
    if no_changes:
        return return_to_ticket(request.user, helpdesk_settings, ticket)

    # We need to allow the 'ticket' and 'queue' contexts to be applied to the
    # comment.
    context = safe_template_context(ticket)

    from django.template import engines
    template_func = engines['django'].from_string
    # this prevents system from trying to render any template tags
    # broken into two stages to prevent changes from first replace being themselves
    # changed by the second replace due to conflicting syntax
    comment = comment.replace('{%', 'X-HELPDESK-COMMENT-VERBATIM').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM')
    comment = comment.replace('X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%').replace('X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}')
    # render the neutralized template
    comment = template_func(comment).render(context)

    if owner is -1 and ticket.assigned_to:
        owner = ticket.assigned_to.id

    f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment)

    if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
        f.user = request.user

    f.public = public

    reassigned = False

    old_owner = ticket.assigned_to
    if owner is not -1:
        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.get_username(),
            }
            ticket.assigned_to = new_user
            reassigned = True
        # user changed owner to 'unassign'
        elif owner == 0 and ticket.assigned_to is not None:
            f.title = _('Unassigned')
            ticket.assigned_to = None

    old_status_str = ticket.get_status_display()
    old_status = ticket.status
    if new_status != ticket.status:
        ticket.status = new_status
        ticket.save()
        f.new_status = new_status
        ticket_status_changed = True
        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()

    files = process_attachments(f, request.FILES.getlist('attachment'))

    if title and title != ticket.title:
        c = TicketChange(
            followup=f,
            field=_('Title'),
            old_value=ticket.title,
            new_value=title,
        )
        c.save()
        ticket.title = title

    if new_status != old_status:
        c = TicketChange(
            followup=f,
            field=_('Status'),
            old_value=old_status_str,
            new_value=ticket.get_status_display(),
        )
        c.save()

    if ticket.assigned_to != old_owner:
        c = TicketChange(
            followup=f,
            field=_('Owner'),
            old_value=old_owner,
            new_value=ticket.assigned_to,
        )
        c.save()

    if priority != ticket.priority:
        c = TicketChange(
            followup=f,
            field=_('Priority'),
            old_value=ticket.priority,
            new_value=priority,
        )
        c.save()
        ticket.priority = priority

    if due_date != ticket.due_date:
        c = TicketChange(
            followup=f,
            field=_('Due on'),
            old_value=ticket.due_date,
            new_value=due_date,
        )
        c.save()
        ticket.due_date = due_date

    if new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS):
        if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None:
            ticket.resolution = comment

    messages_sent_to = []

    # ticket might have changed above, so we re-instantiate context with the
    # (possibly) updated ticket.
    context = safe_template_context(ticket)
    context.update(
        resolution=ticket.resolution,
        comment=f.comment,
    )

    if public and (f.comment or (
        f.new_status in (Ticket.RESOLVED_STATUS,
                         Ticket.CLOSED_STATUS))):
        if f.new_status == Ticket.RESOLVED_STATUS:
            template = 'resolved_'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template = 'closed_'
        else:
            template = 'updated_'

        template_suffix = 'submitter'

        if ticket.submitter_email:
            send_templated_mail(
                template + template_suffix,
                context,
                recipients=ticket.submitter_email,
                sender=ticket.queue.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(ticket.submitter_email)

        template_suffix = 'cc'

        for cc in ticket.ticketcc_set.all():
            if cc.email_address not in messages_sent_to:
                send_templated_mail(
                    template + template_suffix,
                    context,
                    recipients=cc.email_address,
                    sender=ticket.queue.from_address,
                    fail_silently=True,
                    files=files,
                )
                messages_sent_to.append(cc.email_address)

    if ticket.assigned_to and \
            request.user != ticket.assigned_to and \
            ticket.assigned_to.email and \
            ticket.assigned_to.email not in messages_sent_to:
        # We only send e-mails to staff members if the ticket is updated by
        # another user. The actual template varies, depending on what has been
        # changed.
        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
                    ticket.assigned_to.usersettings_helpdesk.settings.get(
                        'email_on_ticket_assign', False))) or \
            (not reassigned and
                ticket.assigned_to.usersettings_helpdesk.settings.get(
                    'email_on_ticket_change', False)):
            send_templated_mail(
                template_staff,
                context,
                recipients=ticket.assigned_to.email,
                sender=ticket.queue.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(ticket.assigned_to.email)

    if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
        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,
            files=files,
        )

    ticket.save()

    # auto subscribe user if enabled
    if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE and request.user.is_authenticated:
        ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
        if SHOW_SUBSCRIBE:
            subscribe_staff_member_to_ticket(ticket, request.user)

    return return_to_ticket(request.user, helpdesk_settings, ticket)


def return_to_ticket(user, helpdesk_settings, ticket):
    """Helper function for update_ticket"""

    if user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
        return HttpResponseRedirect(ticket.get_absolute_url())
    else:
        return HttpResponseRedirect(ticket.ticket_url)


def mass_update(request):
    tickets = request.POST.getlist('ticket_id')
    action = request.POST.get('action', None)
    if not (tickets and action):
        return HttpResponseRedirect(reverse('helpdesk:list'))

    if action.startswith('assign_'):
        parts = action.split('_')
        user = User.objects.get(id=parts[1])
        action = 'assign'
    elif action == 'take':
        user = request.user
        action = 'assign'

    for t in Ticket.objects.filter(id__in=tickets):
        if not _has_access_to_queue(request.user, t.queue):
            continue

        if action == 'assign' and t.assigned_to != user:
            t.assigned_to = user
            t.save()
            f = FollowUp(ticket=t,
                         date=timezone.now(),
                         title=_('Assigned to %(username)s in bulk update' % {
                             'username': user.get_username()
                         }),
                         public=True,
                         user=request.user)
            f.save()
        elif action == 'unassign' and t.assigned_to is not None:
            t.assigned_to = None
            t.save()
            f = FollowUp(ticket=t,
                         date=timezone.now(),
                         title=_('Unassigned in bulk update'),
                         public=True,
                         user=request.user)
            f.save()
        elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
            t.status = Ticket.CLOSED_STATUS
            t.save()
            f = FollowUp(ticket=t,
                         date=timezone.now(),
                         title=_('Closed in bulk update'),
                         public=False,
                         user=request.user,
                         new_status=Ticket.CLOSED_STATUS)
            f.save()
        elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
            t.status = Ticket.CLOSED_STATUS
            t.save()
            f = FollowUp(ticket=t,
                         date=timezone.now(),
                         title=_('Closed in bulk update'),
                         public=True,
                         user=request.user,
                         new_status=Ticket.CLOSED_STATUS)
            f.save()
            # Send email to Submitter, Owner, Queue CC
            context = safe_template_context(t)
            context.update(resolution=t.resolution,
                           queue=queue_template_context(t.queue))

            messages_sent_to = []

            if t.submitter_email:
                send_templated_mail(
                    'closed_submitter',
                    context,
                    recipients=t.submitter_email,
                    sender=t.queue.from_address,
                    fail_silently=True,
                )
                messages_sent_to.append(t.submitter_email)

            for cc in t.ticketcc_set.all():
                if cc.email_address not in messages_sent_to:
                    send_templated_mail(
                        'closed_submitter',
                        context,
                        recipients=cc.email_address,
                        sender=t.queue.from_address,
                        fail_silently=True,
                    )
                    messages_sent_to.append(cc.email_address)

            if t.assigned_to and \
                    request.user != t.assigned_to and \
                    t.assigned_to.email and \
                    t.assigned_to.email not in messages_sent_to:
                send_templated_mail(
                    'closed_owner',
                    context,
                    recipients=t.assigned_to.email,
                    sender=t.queue.from_address,
                    fail_silently=True,
                )
                messages_sent_to.append(t.assigned_to.email)

            if t.queue.updated_ticket_cc and \
                    t.queue.updated_ticket_cc not in messages_sent_to:
                send_templated_mail(
                    'closed_cc',
                    context,
                    recipients=t.queue.updated_ticket_cc,
                    sender=t.queue.from_address,
                    fail_silently=True,
                )

        elif action == 'delete':
            t.delete()

    return HttpResponseRedirect(reverse('helpdesk:list'))


mass_update = staff_member_required(mass_update)


def ticket_list(request):
    context = {}

    user_queues = _get_user_queues(request.user)
    # Prefilter the allowed tickets
    base_tickets = Ticket.objects.filter(queue__in=user_queues)

    # Query_params will hold a dictionary of parameters relating to
    # a query, to be saved if needed:
    query_params = {
        'filtering': {},
        'sorting': None,
        'sortreverse': False,
        'keyword': None,
        'search_string': None,
    }

    from_saved_query = False

    # If the user is coming from the header/navigation search box, lets' first
    # look at their query to see if they have entered a valid ticket number. If
    # they have, just redirect to that ticket number. Otherwise, we treat it as
    # a keyword search.

    if request.GET.get('search_type', None) == 'header':
        query = request.GET.get('q')
        filter = None
        if query.find('-') > 0:
            try:
                queue, id = Ticket.queue_and_id_from_query(query)
                id = int(id)
            except ValueError:
                id = None

            if id:
                filter = {'queue__slug': queue, 'id': id}
        else:
            try:
                query = int(query)
            except ValueError:
                query = None

            if query:
                filter = {'id': int(query)}

        if filter:
            try:
                ticket = base_tickets.get(**filter)
                return HttpResponseRedirect(ticket.staff_url)
            except Ticket.DoesNotExist:
                # Go on to standard keyword searching
                pass

    saved_query = None
    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 json
        from helpdesk.lib import b64decode
        try:
            if six.PY3:
                query_params = json.loads(b64decode(str(saved_query.query)).decode())
            else:
                query_params = json.loads(b64decode(str(saved_query.query)))
        except ValueError:
            # Query deserialization failed. (E.g. was a pickled query)
            return HttpResponseRedirect(reverse('helpdesk:list'))

    elif not ('queue' in request.GET or
              'assigned_to' in request.GET or
              'status' in request.GET or
              'q' in request.GET or
              'sort' in request.GET or
              'sortreverse' in request.GET):

        # 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:
            try:
                queues = [int(q) for q in queues]
                query_params['filtering']['queue__id__in'] = queues
            except ValueError:
                pass

        owners = request.GET.getlist('assigned_to')
        if owners:
            try:
                owners = [int(u) for u in owners]
                query_params['filtering']['assigned_to__id__in'] = owners
            except ValueError:
                pass

        statuses = request.GET.getlist('status')
        if statuses:
            try:
                statuses = [int(s) for s in statuses]
                query_params['filtering']['status__in'] = statuses
            except ValueError:
                pass

        date_from = request.GET.get('date_from')
        if date_from:
            query_params['filtering']['created__gte'] = date_from

        date_to = request.GET.get('date_to')
        if date_to:
            query_params['filtering']['created__lte'] = date_to

        # KEYWORD SEARCHING
        q = request.GET.get('q', None)

        if q:
            context = dict(context, query=q)
            query_params['search_string'] = q

        # 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 = base_tickets.select_related()

    try:
        ticket_qs = apply_query(tickets, query_params)
    except ValidationError:
        # invalid parameters in query, return default query
        query_params = {
            'filtering': {'status__in': [1, 2, 3]},
            'sorting': 'created',
        }
        ticket_qs = apply_query(tickets, query_params)

    search_message = ''
    if 'query' in context and settings.DATABASES['default']['ENGINE'].endswith('sqlite'):
        search_message = _(
            '<p><strong>Note:</strong> Your keyword search is case sensitive '
            'because of your database. This means the search will <strong>not</strong> '
            'be accurate. By switching to a different database system you will gain '
            'better searching! For more information, read the '
            '<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
            'Django Documentation on string matching in SQLite</a>.')

    import json
    from helpdesk.lib import b64encode
    urlsafe_query = b64encode(json.dumps(query_params).encode('UTF-8'))

    user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True))

    return render(request, 'helpdesk/ticket_list.html', dict(
        context,
        tickets=ticket_qs,
        default_tickets_per_page=request.user.usersettings_helpdesk.settings.get('tickets_per_page') or 25,
        user_choices=User.objects.filter(is_active=True, is_staff=True),
        queue_choices=user_queues,
        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,
        saved_query=saved_query,
        search_message=search_message,
    ))


ticket_list = staff_member_required(ticket_list)


def edit_ticket(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    if request.method == 'POST':
        form = EditTicketForm(request.POST, instance=ticket)
        if form.is_valid():
            ticket = form.save()
            return HttpResponseRedirect(ticket.get_absolute_url())
    else:
        form = EditTicketForm(instance=ticket)

    return render(request, 'helpdesk/edit_ticket.html', {'form': form})


edit_ticket = staff_member_required(edit_ticket)


def create_ticket(request):
    if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
        assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
    else:
        assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)

    if request.method == 'POST':
        form = TicketForm(request.POST, request.FILES)
        form.fields['queue'].choices = [('', '--------')] + [
            (q.id, q.title) for q in Queue.objects.all()]
        form.fields['assigned_to'].choices = [('', '--------')] + [
            (u.id, u.get_username()) for u in assignable_users]
        if form.is_valid():
            ticket = form.save(user=request.user)
            if _has_access_to_queue(request.user, ticket.queue):
                return HttpResponseRedirect(ticket.get_absolute_url())
            else:
                return HttpResponseRedirect(reverse('helpdesk:dashboard'))
    else:
        initial_data = {}
        if request.user.usersettings_helpdesk.settings.get('use_email_as_submitter', False) and request.user.email:
            initial_data['submitter_email'] = request.user.email
        if 'queue' in request.GET:
            initial_data['queue'] = request.GET['queue']

        form = TicketForm(initial=initial_data)
        form.fields['queue'].choices = [('', '--------')] + [
            (q.id, q.title) for q in Queue.objects.all()]
        form.fields['assigned_to'].choices = [('', '--------')] + [
            (u.id, u.get_username()) for u in assignable_users]
        if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
            form.fields['assigned_to'].widget = forms.HiddenInput()

    return render(request, 'helpdesk/create_ticket.html', {'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 type not 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 not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    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=timezone.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(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()})


rss_list = staff_member_required(rss_list)


def report_index(request):
    number_tickets = Ticket.objects.all().count()
    saved_query = request.GET.get('saved_query', None)

    user_queues = _get_user_queues(request.user)
    Tickets = Ticket.objects.filter(queue__in=user_queues)
    basic_ticket_stats = calc_basic_ticket_stats(Tickets)

    # 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

    queues = _get_user_queues(request.user).values_list('id', flat=True)

    from_clause = """FROM    helpdesk_ticket t,
                    helpdesk_queue q"""
    if queues:
        where_clause = """WHERE   q.id = t.queue_id AND
                        q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues)))
    else:
        where_clause = """WHERE   q.id = t.queue_id"""

    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,
                    COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed
            %s
            %s
            GROUP BY queue, name
            ORDER BY q.id;
    """ % (from_clause, where_clause))

    dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)

    return render(request, 'helpdesk/report_index.html', {
        'number_tickets': number_tickets,
        'saved_query': saved_query,
        'basic_ticket_stats': basic_ticket_stats,
        'dash_tickets': dash_tickets,
    })


report_index = staff_member_required(report_index)


def run_report(request, report):
    if Ticket.objects.all().count() == 0 or report not in (
            'queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus',
            'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'):
        return HttpResponseRedirect(reverse("helpdesk:report_index"))

    report_queryset = Ticket.objects.all().select_related().filter(
        queue__in=_get_user_queues(request.user)
    )

    from_saved_query = False
    saved_query = None

    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:report_index'))
        if not (saved_query.shared or saved_query.user == request.user):
            return HttpResponseRedirect(reverse('helpdesk:report_index'))

        import json
        from helpdesk.lib import b64decode
        try:
            if six.PY3:
                query_params = json.loads(b64decode(str(saved_query.query)).decode())
            else:
                query_params = json.loads(b64decode(str(saved_query.query)))
        except json.JSONDecodeError:
            return HttpResponseRedirect(reverse('helpdesk:report_index'))

        report_queryset = apply_query(report_queryset, query_params)

    from collections import defaultdict
    summarytable = defaultdict(int)
    # a second table for more complex queries
    summarytable2 = defaultdict(int)

    def month_name(m):
        MONTHS_3[m].title()

    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
    periods.append("%s-%s" % (year, month))

    while working:
        month += 1
        if month > 12:
            year += 1
            month = 1
        if (year > last_year) or (month > last_month and year >= last_year):
            working = False
        periods.append("%s-%s" % (year, month))

    if report == 'userpriority':
        title = _('User by Priority')
        col1heading = _('User')
        possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES]
        charttype = 'bar'

    elif report == 'userqueue':
        title = _('User by Queue')
        col1heading = _('User')
        queue_options = _get_user_queues(request.user)
        possible_options = [q.title for q in queue_options]
        charttype = 'bar'

    elif report == 'userstatus':
        title = _('User by Status')
        col1heading = _('User')
        possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES]
        charttype = 'bar'

    elif report == 'usermonth':
        title = _('User by Month')
        col1heading = _('User')
        possible_options = periods
        charttype = 'date'

    elif report == 'queuepriority':
        title = _('Queue by Priority')
        col1heading = _('Queue')
        possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES]
        charttype = 'bar'

    elif report == 'queuestatus':
        title = _('Queue by Status')
        col1heading = _('Queue')
        possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES]
        charttype = 'bar'

    elif report == 'queuemonth':
        title = _('Queue by Month')
        col1heading = _('Queue')
        possible_options = periods
        charttype = 'date'

    elif report == 'daysuntilticketclosedbymonth':
        title = _('Days until ticket closed by Month')
        col1heading = _('Queue')
        possible_options = periods
        charttype = 'date'

    metric3 = False
    for ticket in report_queryset:
        if report == 'userpriority':
            metric1 = u'%s' % ticket.get_assigned_to
            metric2 = u'%s' % ticket.get_priority_display()

        elif report == 'userqueue':
            metric1 = u'%s' % ticket.get_assigned_to
            metric2 = u'%s' % ticket.queue.title

        elif report == 'userstatus':
            metric1 = u'%s' % ticket.get_assigned_to
            metric2 = u'%s' % ticket.get_status_display()

        elif report == 'usermonth':
            metric1 = u'%s' % ticket.get_assigned_to
            metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)

        elif report == 'queuepriority':
            metric1 = u'%s' % ticket.queue.title
            metric2 = u'%s' % ticket.get_priority_display()

        elif report == 'queuestatus':
            metric1 = u'%s' % ticket.queue.title
            metric2 = u'%s' % ticket.get_status_display()

        elif report == 'queuemonth':
            metric1 = u'%s' % ticket.queue.title
            metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)

        elif report == 'daysuntilticketclosedbymonth':
            metric1 = u'%s' % ticket.queue.title
            metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
            metric3 = ticket.modified - ticket.created
            metric3 = metric3.days

        summarytable[metric1, metric2] += 1
        if metric3:
            if report == 'daysuntilticketclosedbymonth':
                summarytable2[metric1, metric2] += metric3

    table = []

    if report == 'daysuntilticketclosedbymonth':
        for key in summarytable2.keys():
            summarytable[key] = summarytable2[key] / summarytable[key]

    header1 = sorted(set(list(i for i, _ in summarytable.keys())))

    column_headings = [col1heading] + possible_options

    # Pivot the data so that 'header1' fields are always first column
    # in the row, and 'possible_options' are always the 2nd - nth columns.
    for item in header1:
        data = []
        for hdr in possible_options:
            data.append(summarytable[item, hdr])
        table.append([item] + data)

    # Zip data and headers together in one list for Morris.js charts
    # will get a list like [(Header1, Data1), (Header2, Data2)...]
    seriesnum = 0
    morrisjs_data = []
    for label in column_headings[1:]:
        seriesnum += 1
        datadict = {"x": label}
        for n in range(0, len(table)):
            datadict[n] = table[n][seriesnum]
        morrisjs_data.append(datadict)

    series_names = []
    for series in table:
        series_names.append(series[0])

    return render(request, 'helpdesk/report_output.html', {
        'title': title,
        'charttype': charttype,
        'data': table,
        'headings': column_headings,
        'series_names': series_names,
        'morrisjs_data': morrisjs_data,
        'from_saved_query': from_saved_query,
        'saved_query': saved_query,
    })


run_report = staff_member_required(run_report)


def save_query(request):
    title = request.POST.get('title', None)
    shared = request.POST.get('shared', False)
    if shared == 'on':  # django only translates '1', 'true', 't' into True
        shared = True
    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(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query})


delete_saved_query = staff_member_required(delete_saved_query)


def user_settings(request):
    s = request.user.usersettings_helpdesk
    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(request, 'helpdesk/user_settings.html', {'form': form})


user_settings = staff_member_required(user_settings)


def email_ignore(request):
    return render(request, 'helpdesk/email_ignore_list.html', {
        '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():
            form.save()
            return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
    else:
        form = EmailIgnoreForm(request.GET)

    return render(request, 'helpdesk/email_ignore_add.html', {'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(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore})


email_ignore_del = superuser_required(email_ignore_del)


def ticket_cc(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    copies_to = ticket.ticketcc_set.all()
    return render(request, 'helpdesk/ticket_cc_list.html', {
        'copies_to': copies_to,
        'ticket': ticket,
    })


ticket_cc = staff_member_required(ticket_cc)


def ticket_cc_add(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    if request.method == 'POST':
        form = TicketCCForm(request.POST)
        if form.is_valid():
            ticketcc = form.save(commit=False)
            ticketcc.ticket = ticket
            ticketcc.save()
            return HttpResponseRedirect(reverse('helpdesk:ticket_cc',
                                                kwargs={'ticket_id': ticket.id}))
    else:
        form_email = TicketCCEmailForm()
        form_user = TicketCCUserForm()
    return render(request, 'helpdesk/ticket_cc_add.html', {
        'ticket': ticket,
        'form_email': form_email,
        'form_user': form_user,
    })


ticket_cc_add = staff_member_required(ticket_cc_add)


def ticket_cc_del(request, ticket_id, cc_id):
    cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)

    if request.method == 'POST':
        cc.delete()
        return HttpResponseRedirect(reverse('helpdesk:ticket_cc',
                                            kwargs={'ticket_id': cc.ticket.id}))
    return render(request, 'helpdesk/ticket_cc_del.html', {'cc': cc})


ticket_cc_del = staff_member_required(ticket_cc_del)


def ticket_dependency_add(request, ticket_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()
    if request.method == 'POST':
        form = TicketDependencyForm(request.POST)
        if form.is_valid():
            ticketdependency = form.save(commit=False)
            ticketdependency.ticket = ticket
            if ticketdependency.ticket != ticketdependency.depends_on:
                ticketdependency.save()
            return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
    else:
        form = TicketDependencyForm()
    return render(request, 'helpdesk/ticket_dependency_add.html', {
        'ticket': ticket,
        'form': form,
    })


ticket_dependency_add = staff_member_required(ticket_dependency_add)


def ticket_dependency_del(request, ticket_id, dependency_id):
    dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, id=dependency_id)
    if request.method == 'POST':
        dependency.delete()
        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
    return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency})


ticket_dependency_del = staff_member_required(ticket_dependency_del)


def attachment_del(request, ticket_id, attachment_id):
    ticket = get_object_or_404(Ticket, id=ticket_id)
    if not _has_access_to_queue(request.user, ticket.queue):
        raise PermissionDenied()
    if not _is_my_ticket(request.user, ticket):
        raise PermissionDenied()

    attachment = get_object_or_404(Attachment, id=attachment_id)
    if request.method == 'POST':
        attachment.delete()
        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
    return render(request, 'helpdesk/ticket_attachment_del.html', {
        'attachment': attachment,
        'filename': attachment.filename,
    })


attachment_del = staff_member_required(attachment_del)


def calc_average_nbr_days_until_ticket_resolved(Tickets):
    nbr_closed_tickets = len(Tickets)
    days_per_ticket = 0
    days_each_ticket = list()

    for ticket in Tickets:
        time_ticket_open = ticket.modified - ticket.created
        days_this_ticket = time_ticket_open.days
        days_per_ticket += days_this_ticket
        days_each_ticket.append(days_this_ticket)

    if nbr_closed_tickets > 0:
        mean_per_ticket = days_per_ticket / nbr_closed_tickets
    else:
        mean_per_ticket = 0

    return mean_per_ticket


def calc_basic_ticket_stats(Tickets):
    # all not closed tickets (open, reopened, resolved,) - independent of user
    all_open_tickets = Tickets.exclude(status=Ticket.CLOSED_STATUS)
    today = datetime.today()

    date_30 = date_rel_to_today(today, 30)
    date_60 = date_rel_to_today(today, 60)
    date_30_str = date_30.strftime('%Y-%m-%d')
    date_60_str = date_60.strftime('%Y-%m-%d')

    # > 0 & <= 30
    ota_le_30 = all_open_tickets.filter(created__gte=date_30_str)
    N_ota_le_30 = len(ota_le_30)

    # >= 30 & <= 60
    ota_le_60_ge_30 = all_open_tickets.filter(created__gte=date_60_str, created__lte=date_30_str)
    N_ota_le_60_ge_30 = len(ota_le_60_ge_30)

    # >= 60
    ota_ge_60 = all_open_tickets.filter(created__lte=date_60_str)
    N_ota_ge_60 = len(ota_ge_60)

    # (O)pen (T)icket (S)tats
    ots = list()
    # label, number entries, color, sort_string
    ots.append(['Tickets < 30 days', N_ota_le_30, 'success',
                sort_string(date_30_str, ''), ])
    ots.append(['Tickets 30 - 60 days', N_ota_le_60_ge_30,
                'success' if N_ota_le_60_ge_30 == 0 else 'warning',
                sort_string(date_60_str, date_30_str), ])
    ots.append(['Tickets > 60 days', N_ota_ge_60,
                'success' if N_ota_ge_60 == 0 else 'danger',
                sort_string('', date_60_str), ])

    # all closed tickets - independent of user.
    all_closed_tickets = Tickets.filter(status=Ticket.CLOSED_STATUS)
    average_nbr_days_until_ticket_closed = \
        calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
    # all closed tickets that were opened in the last 60 days.
    all_closed_last_60_days = all_closed_tickets.filter(created__gte=date_60_str)
    average_nbr_days_until_ticket_closed_last_60_days = \
        calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)

    # put together basic stats
    basic_ticket_stats = {
        'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
        'average_nbr_days_until_ticket_closed_last_60_days':
            average_nbr_days_until_ticket_closed_last_60_days,
        'open_ticket_stats': ots,
    }

    return basic_ticket_stats


def get_color_for_nbr_days(nbr_days):
    if nbr_days < 5:
        color_string = 'green'
    elif nbr_days < 10:
        color_string = 'orange'
    else:  # more than 10 days
        color_string = 'red'

    return color_string


def days_since_created(today, ticket):
    return (today - ticket.created).days


def date_rel_to_today(today, offset):
    return today - timedelta(days=offset)


def sort_string(begin, end):
    return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' % (
        begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)