* Fixed svn:keywords

* Added escalation system that allows certain days to be excluded from escalation
* New script to automatically create exclusions on user-defined days, eg easily add a years worth of saturdays & sundays to the exclusion system

README

@@ -122,4 +122,12 @@ LICENSE.JQUERY and LICENSE.NICEDIT for their respective license terms.
    This will run the escalation process hourly, using the 'Escalation Hours' 
    setting for each queue to determine which tickets to escalate.
 
+5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter 
+   the dates manually via the Admin, or setup a cronjob to run 
+   scripts/create_escalation_exclusions.py on a regular basis:
+
+   0 0 * * 0 DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/create_escalation_exclusions.py --days saturday,sunday --verbose
+
+   This will, on a weekly basis, create exclusions for the coming weekend.
+
 You're now up and running!

models.py

@@ -46,8 +46,7 @@ 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.')
+    escalate_days = 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:
@@ -135,6 +134,8 @@ class Ticket(models.Model):
 
     priority = models.IntegerField(choices=PRIORITY_CHOICES, default=3, blank=3)
     
+    last_escalation = models.DateTimeField(blank=True, null=True, editable=False)
+
     def _get_assigned_to(self):
         """ Custom property to allow us to easily print 'Unassigned' if a 
         ticket has no owner, or the users name if it's assigned. If the user 
@@ -310,3 +311,16 @@ class PreSetReply(models.Model):
 
     def __unicode__(self):
         return u'%s' % self.name
+
+class EscalationExclusion(models.Model):
+    queues = models.ManyToManyField(Queue, blank=True, null=True, help_text='Leave blank for this exclusion to b eaplied to all queues, or select those queues you wish to exclude with this entry.')
+
+    name = models.CharField(maxlength=100)
+    
+    date = models.DateField(help_text='Date on which escalation should not happen')
+
+    class Admin:
+        pass
+
+    def __unicode__(self):
+        return u'%s' % self.name

scripts/create_escalation_exclusions.py

@@ -0,0 +1,114 @@
+"""                                     .. 
+                                 .,::;::::::
+                           ..,::::::::,,,,:::      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, date
+from django.db.models import Q
+from helpdesk.models import EscalationExclusion, Queue
+import sys, getopt
+
+day_names = {
+    'monday': 0,
+    'tuesday': 1,
+    'wednesday': 2,
+    'thursday': 3,
+    'friday': 4,
+    'saturday': 5,
+    'sunday': 6,
+}
+
+def create_exclusions(days, occurrences, verbose, queues):
+    days = days.split(',')
+    for day in days:
+        day_name = day
+        day = day_names[day]
+        workdate = date.today()
+        i = 0
+        while i < occurrences:
+            if day == workdate.weekday():
+                if EscalationExclusion.objects.filter(date=workdate).count() == 0:
+                    esc = EscalationExclusion(name='Auto Exclusion for %s' % day_name, date=workdate)
+                    esc.save()
+                
+                    if verbose:
+                        print "Created exclusion for %s %s" % (day_name, workdate)
+                
+                    for q in queues:
+                        esc.queues.add(q)
+                        if verbose:
+                            print "  - for queue %s" % q
+
+                i += 1
+            workdate += timedelta(days=1)
+
+
+def usage():
+    print "Options:"
+    print " --days, -d: Days of week (monday, tuesday, etc)"
+    print " --occurrences, -o: Occurrences: How many weeks ahead to exclude this day"
+    print " --queues, -q: Queues to include (default: all). Use queue slugs"
+    print " --verbose, -v: Display a list of dates excluded"
+
+if __name__ == '__main__':
+    try:
+        opts, args = getopt.getopt(sys.argv[1:], 'd:o:q:v', ['days=', 'occurrences=', 'verbose', 'queues='])
+    except getopt.GetoptError:
+        usage()
+        sys.exit(2)
+    
+    days = None
+    occurrences = None
+    verbose = False
+    queue_slugs = None
+    queues = []
+
+    for o, a in opts:
+        if o in ('-v', '--verbose'):
+            verbose = True
+        if o in ('-d', '--days'):
+            days = a
+        if o in ('-q', '--queues'):
+            queue_slugs = a
+        if o in ('-o', '--occurrences'):
+            occurrences = int(a)
+
+    if not occurrences: occurrences = 1
+    if not (days and occurrences):
+        usage()
+        sys.exit(2)
+    
+    if queue_slugs is not None:
+        queue_set = queue_slugs.split(',')
+        for queue in queue_set:
+            try:
+                q = Queue.objects.get(slug__exact=queue)
+            except:
+                print "Queue %s does not exist." % queue
+                sys.exit(2)
+            queues.append(q)
+
+    create_exclusions(days=days, occurrences=occurrences, verbose=verbose, queues=queues)

scripts/escalate_tickets.py

@@ -26,44 +26,91 @@
 $Id$
 
 """
-from datetime import datetime, timedelta
+from datetime import datetime, timedelta, date
 from django.db.models import Q
-from helpdesk.models import Queue, Ticket, FollowUp
+from helpdesk.models import Queue, Ticket, FollowUp, EscalationExclusion, TicketChange
 from helpdesk.lib import send_multipart_mail
+import sys, getopt
 
-def escalate_tickets():
+def escalate_tickets(queues, verbose):
-    for q in Queue.objects.filter(escalate_hours__isnull=False).exclude(escalate_hours=0):
+    """ Only include queues with escalation configured """
+    queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
+    if queues:
+        queryset = queryset.filter(slug__in=queues)
     
-        if not q.last_escalation: q.last_escalation = datetime.now()-timedelta(hours=q.escalate_hours)
+    for q in queryset:
+        last = date.today() - timedelta(days=q.escalate_days)
+        today = date.today()
+        workdate = last
 
-        if (q.last_escalation + timedelta(hours=q.escalate_hours) - timedelta(minutes=2)) > datetime.now():
+        days = 0
-            continue
 
+        while workdate < today:
+            if EscalationExclusion.objects.filter(date=workdate).count() == 0:
+                days += 1
+            workdate = workdate + timedelta(days=1)
+
+
+        req_last_escl_date = date.today() - timedelta(days=days)
+
+        if verbose:
             print "Processing: %s" % q
         
-        q.last_escalation = datetime.now()
+        for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).filter(Q(on_hold__isnull=True) | Q(on_hold=False)).filter(Q(last_escalation__lte=req_last_escl_date) | Q(last_escalation__isnull=True)):
-        q.save()
+            t.last_escalation = datetime.now()
-
-        for t in q.ticket_set.filter(Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).exclude(on_hold=True):
             t.priority -= 1
             t.save()
 
+            if verbose:
+                print "  - Esclating %s from %s>%s" % (t.ticket, t.priority+1, t.priority)
+
             f = FollowUp(
                 ticket = t,
                 title = 'Ticket Escalated',
-                date=q.last_escalation,
+                date=datetime.now(),
                 public=True,
-                comment='Ticket escalated after %s hours' % q.escalate_hours,
+                comment='Ticket escalated after %s days' % q.escalate_days,
             )
             f.save()
 
             tc = TicketChange(
                 followup = f,
-                field = 'priority',
+                field = 'Priority',
                 old_value = t.priority + 1,
                 new_value = t.priority,
             )
             tc.save()
 
+def usage():
+    print "Options:"
+    print " --queues, -q: Queues to include (default: all). Use queue slugs"
+    print " --verbose, -v: Display a list of dates excluded"
+
 if __name__ == '__main__':
-    escalate_tickets()
+    try:
+        opts, args = getopt.getopt(sys.argv[1:], 'q:v', ['queues=', 'verbose'])
+    except getopt.GetoptError:
+        usage()
+        sys.exit(2)
+
+    verbose = False
+    queue_slugs = None
+    queues = []
+    
+    for o, a in opts:
+        if o in ('-v', '--verbose'):
+            verbose = True
+        if o in ('-q', '--queues'):
+            queue_slugs = a
+    
+    if queue_slugs is not None:
+        queue_set = queue_slugs.split(',')
+        for queue in queue_set:
+            try:
+                q = Queue.objects.get(slug__exact=queue)
+            except:
+                print "Queue %s does not exist." % queue
+                sys.exit(2)
+            queues.append(queue)
+
+    escalate_tickets(queues=queues, verbose=verbose)