From 1524c37941029e16c456ce517e53935dd4f5b244 Mon Sep 17 00:00:00 2001
From: Ross Poulton <ross@rossp.org>
Date: Wed, 16 Jan 2008 04:38:24 +0000
Subject: [PATCH] * Add queue-based automatic ticket escalation

---
 README                      | 14 ++++++--
 models.py                   |  2 ++
 scripts/escalate_tickets.py | 69 +++++++++++++++++++++++++++++++++++++
 3 files changed, 83 insertions(+), 2 deletions(-)
 create mode 100644 scripts/escalate_tickets.py

diff --git a/README b/README
index 4a0bd5a4..afeac51f 100644
--- a/README
+++ b/README
@@ -99,11 +99,21 @@ See the file 'LICENSE' for licensing terms and conditions.
    inbox, set up a cronjob to run scripts/get_email.py on a regular basis. 
 
    Don't forget to set the relevant Django environment variables in your 
-   crnotab:
+   crontab:
 
-   5 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/get_email.py
+   */5 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/get_email.py
+
+   This will run the e-mail import every 5 minutes
 
    IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
    the original e-mail from the mail server.
 
+4. If you wish to automatically escalate tickets based on their age, set up 
+   a cronjob to run scripts/escalate_tickets.py on a regular basis:
+   
+   0 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/escalate_tickets.py
+   
+   This will run the escalation process hourly, using the 'Escalation Hours' 
+   setting for each queue to determine which tickets to escalate.
+
 You're now up and running!
diff --git a/models.py b/models.py
index 73045831..3d675d30 100644
--- a/models.py
+++ b/models.py
@@ -46,6 +46,8 @@ class Queue(models.Model):
     title = models.CharField(maxlength=100)
     slug = models.SlugField(help_text='This slug is used when building ticket ID\'s. Once set, try not to change it or e-mailing may get messy.')
     email_address = models.EmailField(blank=True, null=True, help_text='All outgoing e-mails for this queue will use this e-mail address. If you use IMAP or POP3, this shoul be the e-mail address for that mailbox.')
+    escalate_hours = models.IntegerField(blank=True, null=True, help_text='For tickets which are not held, how often do you wish to increase their priority? Set to 0 for no escalation.')
+    last_escalation = models.DateTimeField(blank=True, null=True, editable=False)
 
     def _from_address(self):
         if not self.email_address:
diff --git a/scripts/escalate_tickets.py b/scripts/escalate_tickets.py
new file mode 100644
index 00000000..899bd105
--- /dev/null
+++ b/scripts/escalate_tickets.py
@@ -0,0 +1,69 @@
+"""                                     .. 
+                                 .,::;::::::
+                           ..,::::::::,,,,:::      Jutda Helpdesk - A Django
+                      .,,::::::,,,,,,,,,,,,,::     powered ticket tracker for
+                  .,::::::,,,,,,,,,,,,,,,,,,:;r.        small enterprise
+                .::::,,,,,,,,,,,,,,,,,,,,,,:;;rr.
+              .:::,,,,,,,,,,,,,,,,,,,,,,,:;;;;;rr      (c) Copyright 2008
+            .:::,,,,,,,,,,,,,,,,,,,,,,,:;;;:::;;rr
+          .:::,,,,,,,,,,,,,,,,,,,,.  ,;;;::::::;;rr           Jutda
+        .:::,,,,,,,,,,,,,,,,,,.    .:;;:::::::::;;rr
+      .:::,,,,,,,,,,,,,,,.       .;r;::::::::::::;r;   All Rights Reserved
+    .:::,,,,,,,,,,,,,,,        .;r;;:::::::::::;;:.
+  .:::,,,,,,,,,,,,,,,.       .;r;;::::::::::::;:.
+ .;:,,,,,,,,,,,,,,,       .,;rr;::::::::::::;:.   This software is released 
+.,:,,,,,,,,,,,,,.    .,:;rrr;;::::::::::::;;.  under a limited-use license that
+  :,,,,,,,,,,,,,..:;rrrrr;;;::::::::::::;;.  allows you to freely download this
+   :,,,,,,,:::;;;rr;;;;;;:::::::::::::;;,  software from it's manufacturer and
+    ::::;;;;;;;;;;;:::::::::::::::::;;,  use it yourself, however you may not
+    .r;;;;:::::::::::::::::::::::;;;,  distribute it. For further details, see
+     .r;::::::::::::::::::::;;;;;:,  the enclosed LICENSE file.
+      .;;::::::::::::::;;;;;:,.
+       .;;:::::::;;;;;;:,.  Please direct people who wish to download this
+        .r;;;;;;;;:,.  software themselves to www.jutda.com.au.
+          ,,,..
+
+$Id$
+
+"""
+from datetime import datetime, timedelta
+from django.db.models import Q
+from helpdesk.models import Queue, Ticket, FollowUp
+from helpdesk.lib import send_multipart_mail
+
+def escalate_tickets():
+    for q in Queue.objects.filter(escalate_hours__isnull=False).exclude(escalate_hours=0):
+        
+        if not q.last_escalation: q.last_escalation = datetime.now()-timedelta(hours=q.escalate_hours)
+
+        if (q.last_escalation + timedelta(hours=q.escalate_hours) - timedelta(minutes=2)) > datetime.now():
+            continue
+
+        print "Processing: %s" % q
+        
+        q.last_escalation = datetime.now()
+        q.save()
+
+        for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1):
+            t.priority -= 1
+            t.save()
+
+            f = FollowUp(
+                ticket = t,
+                title = 'Ticket Escalated',
+                date=q.last_escalation,
+                public=True,
+                comment='Ticket escalated after %s hours' % q.escalate_hours,
+            )
+            f.save()
+
+            tc = TicketChange(
+                followup = f,
+                field = 'priority',
+                old_value = t.priority + 1,
+                new_value = t.priority,
+            )
+            tc.save()
+
+if __name__ == '__main__':
+    escalate_tickets()