Merge branch 'stable' of git@github.com:martin-marty/django-helpdesk.git

into HEAD
2024-12-27 00:59:00 +01:00 · 2022-07-20 15:53:36 +02:00 · 2022-07-20 15:53:36 +02:00 · 981cebfd84
commit 981cebfd84
parent 5ad0416657 ce46383513
51 changed files with 1275 additions and 712 deletions
--- a/README.rst
+++ b/README.rst
@ -6,7 +6,7 @@ django-helpdesk - A Django powered ticket tracker for small businesses.
 .. image:: https://codecov.io/gh/django-helpdesk/django-helpdesk/branch/develop/graph/badge.svg
  :target: https://codecov.io/gh/django-helpdesk/django-helpdesk

-Copyright 2009-2021 Ross Poulton and django-helpdesk contributors. All Rights Reserved.
+Copyright 2009-2022 Ross Poulton and django-helpdesk contributors. All Rights Reserved.
 See LICENSE for details.

 django-helpdesk was formerly known as Jutda Helpdesk, named after the
@ -52,7 +52,7 @@ Installation
 `django-helpdesk` requires:

 * Python 3.8+
-* Django 3.2 LTS
+* Django 3.2 LTS highly recommended (early adopters may test Django 4)

 You can quickly install the latest stable version of `django-helpdesk`
 app via `pip`::
--- a/azure-pipelines.yml
+++ b/azure-pipelines.yml
@ -17,18 +17,24 @@ pool:
  vmImage: ubuntu-latest
 strategy:
  matrix:
-    Python38Django22:
-      PYTHON_VERSION: '3.8'
-      DJANGO_VERSION: '22'
-    Python39Django22:
-      PYTHON_VERSION: '3.9'
-      DJANGO_VERSION: '22'
    Python38Django32:
      PYTHON_VERSION: '3.8'
      DJANGO_VERSION: '32'
    Python39Django32:
      PYTHON_VERSION: '3.9'
      DJANGO_VERSION: '32'
+    Python310Django32:
+      PYTHON_VERSION: '3.10'
+      DJANGO_VERSION: '32'
+    Python38Django4:
+      PYTHON_VERSION: '3.8'
+      DJANGO_VERSION: '4'
+    Python39Django4:
+      PYTHON_VERSION: '3.9'
+      DJANGO_VERSION: '4'
+    Python310Django4:
+      PYTHON_VERSION: '3.10'
+      DJANGO_VERSION: '4'
  maxParallel: 10

 steps:
@ -56,6 +62,7 @@ steps:
 - script: |
    python -m pip install --upgrade pip setuptools wheel
    pip install -c constraints-Django$(DJANGO_VERSION).txt -r requirements.txt
+    pip install -c constraints-Django$(DJANGO_VERSION).txt -r requirements-testing.txt
    pip install unittest-xml-reporting
  displayName: 'Install prerequisites'

--- a/constraints-Django22.txt
+++ b/constraints-Django22.txt
@ -1,2 +0,0 @@
-Django >=2.2,<3
-
--- a/constraints-Django4.txt
+++ b/constraints-Django4.txt
@ -0,0 +1 @@
+Django >=4,<5
--- a/demo/demodesk/config/settings.py
+++ b/demo/demodesk/config/settings.py
@ -97,13 +97,13 @@ WSGI_APPLICATION = 'demo.demodesk.config.wsgi.application'
 # Some common settings are below.

 HELPDESK_DEFAULT_SETTINGS = {
-            'use_email_as_submitter': True,
-            'email_on_ticket_assign': True,
-            'email_on_ticket_change': True,
-            'login_view_ticketlist': True,
-            'email_on_ticket_apichange': True,
-            'preset_replies': True,
-            'tickets_per_page': 25
+    'use_email_as_submitter': True,
+    'email_on_ticket_assign': True,
+    'email_on_ticket_change': True,
+    'login_view_ticketlist': True,
+    'email_on_ticket_apichange': True,
+    'preset_replies': True,
+    'tickets_per_page': 25
 }

 # Should the public web portal be enabled?
@ -153,7 +153,7 @@ SITE_ID = 1
 # Sessions
 # https://docs.djangoproject.com/en/1.11/topics/http/sessions

-SESSION_COOKIE_AGE = 86400 # = 1 day
+SESSION_COOKIE_AGE = 86400  # = 1 day

 # For better default security, set these cookie flags, but
 # these are likely to cause problems when testing locally
--- a/demo/demodesk/manage.py
+++ b/demo/demodesk/manage.py
@ -2,6 +2,7 @@
 import os
 import sys

+
 def main():
    os.environ.setdefault("DJANGO_SETTINGS_MODULE", "demodesk.config.settings")
    try:
@ -21,5 +22,6 @@ def main():
        raise
    execute_from_command_line(sys.argv)

+
 if __name__ == "__main__":
    main()
--- a/demo/manage.py
+++ b/demo/manage.py
@ -2,6 +2,7 @@
 import os
 import sys

+
 def main():
    os.environ.setdefault("DJANGO_SETTINGS_MODULE", "demodesk.config.settings")
    try:
@ -21,5 +22,6 @@ def main():
        raise
    execute_from_command_line(sys.argv)

+
 if __name__ == "__main__":
    main()
--- a/demo/setup.py
+++ b/demo/setup.py
@ -13,7 +13,7 @@ project_root = os.path.dirname(here)
 NAME = 'django-helpdesk-demodesk'
 DESCRIPTION = 'A demo Django project using django-helpdesk'
 README = open(os.path.join(here, 'README.rst')).read()
-VERSION = '0.5.0a1'
+VERSION = '0.4.1'
 #VERSION = open(os.path.join(project_root, 'VERSION')).read().strip()
 AUTHOR = 'django-helpdesk team'
 URL = 'https://github.com/django-helpdesk/django-helpdesk'
@ -28,7 +28,7 @@ KEYWORDS = []
 PACKAGES = ['demodesk']
 REQUIREMENTS = [
    'django-helpdesk'
-    ]
+]
 ENTRY_POINTS = {
    'console_scripts': ['demodesk = demodesk.manage:main']
 }
--- a/docs/api.rst
+++ b/docs/api.rst
@ -1,20 +1,25 @@
 API
 ===

-A REST API (built with ``djangorestframework``) is available in order to list, create, update and delete tickets from other tools thanks to HTTP requests.
+A REST API (built with ``djangorestframework``) is available in order to list, create, update and delete tickets from
+other tools thanks to HTTP requests.

 If you wish to use it, you have to add this line in your settings::

    HELPDESK_ACTIVATE_API_ENDPOINT = True

-You must be authenticated to access the API, the URL endpoint is ``/api/tickets/``. You can configure how you wish to authenticate to the API by customizing the ``DEFAULT_AUTHENTICATION_CLASSES`` key in the ``REST_FRAMEWORK`` setting (more information on this page : https://www.django-rest-framework.org/api-guide/authentication/)
+You must be authenticated to access the API, the URL endpoint is ``/api/tickets/``.
+You can configure how you wish to authenticate to the API by customizing the ``DEFAULT_AUTHENTICATION_CLASSES`` key
+in the ``REST_FRAMEWORK`` setting (more information on this page : https://www.django-rest-framework.org/api-guide/authentication/)

 GET
 ---

-Accessing the endpoint ``/api/tickets/`` with a **GET** request will return you the complete list of tickets.
+Accessing the endpoint ``/api/tickets/`` with a **GET** request will return you the complete list of tickets with their
+followups and their attachment files.

-Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **GET** request will return you the data of the ticket you provided the ID.
+Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **GET** request will return you the data of the ticket you
+provided the ID.

 POST
 ----
@ -35,7 +40,8 @@ You need to provide a JSON body with the following data :
 - **due_date**: date representation for when the ticket is due
 - **merged_to**: ID of the ticket to which it is merged

-Note that ``status`` will automatically be set to OPEN. Also, some fields are not configurable during creation: ``resolution``, ``on_hold`` and ``merged_to``.
+Note that ``status`` will automatically be set to OPEN. Also, some fields are not configurable during creation:
+``resolution``, ``on_hold`` and ``merged_to``.

 Moreover, if you created custom fields, you can add them into the body with the key ``custom_<custom-field-slug>``.

@ -46,6 +52,34 @@ Here is an example of a cURL request to create a ticket (using Basic authenticat
    --header 'Content-Type: application/json' \
    --data-raw '{"queue": 1, "title": "Test Ticket API", "description": "Test create ticket from API", "submitter_email": "test@mail.com", "priority": 4}'

+Note that you can attach one file as attachment but in this case, you cannot use JSON for the request content type.
+Here is an example with form-data (curl default) ::
+
+    curl --location --request POST 'http://127.0.0.1:8000/api/tickets/' \
+    --header 'Authorization: Basic YWRtaW46YWRtaW4=' \
+    --form 'queue="1"' \
+    --form 'title="Test Ticket API with attachment"' \
+    --form 'description="Test create ticket from API avec attachment"' \
+    --form 'submitter_email="test@mail.com"' \
+    --form 'priority="2"' \
+    --form 'attachment=@"/C:/Users/benbb96/Documents/file.txt"'
+
+----
+
+Accessing the endpoint ``/api/followups/`` with a **POST** request will let you create a new followup on a ticket.
+
+This time, you can attach multiple files thanks to the `attachments` field. Here is an example ::
+
+    curl --location --request POST 'http://127.0.0.1:8000/api/followups/' \
+    --header 'Authorization: Basic YWRtaW46YWRtaW4=' \
+    --form 'ticket="44"' \
+    --form 'title="Test ticket answer"' \
+    --form 'comment="This answer contains multiple files as attachment."' \
+    --form 'attachments=@"/C:/Users/benbb96/Documents/doc.pdf"' \
+    --form 'attachments=@"/C:/Users/benbb96/Documents/image.png"'
+
+----
+
 Accessing the endpoint ``/api/users/`` with a **POST** request will let you create a new user.

 You need to provide a JSON body with the following data :
@ -59,18 +93,21 @@ You need to provide a JSON body with the following data :
 PUT
 ---

-Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **PUT** request will let you update the data of the ticket you provided the ID.
+Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **PUT** request will let you update the data of the ticket
+you provided the ID.

 You must include all fields in the JSON body.

 PATCH
 -----

-Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **PATCH** request will let you do a partial update of the data of the ticket you provided the ID.
+Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **PATCH** request will let you do a partial update of the
+data of the ticket you provided the ID.

 You can include only the fields you need to update in the JSON body.

 DELETE
 ------

-Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **DELETE** request will let you delete the ticket you provided the ID.
+Accessing the endpoint ``/api/tickets/<ticket-id>`` with a **DELETE** request will let you delete the ticket you
+provided the ID.
--- a/docs/conf.py
+++ b/docs/conf.py
@ -11,14 +11,15 @@
 # All configuration values have a default; values that are commented out
 # serve to show the default.

-import sys, os
+import sys
+import os

 # If extensions (or modules to document with autodoc) are in another directory,
 # add these directories to sys.path here. If the directory is relative to the
 # documentation root, use os.path.abspath to make it absolute, like shown here.
 #sys.path.insert(0, os.path.abspath('.'))

-# -- General configuration -----------------------------------------------------
+# -- General configuration -----------------------------------------------

 # If your documentation needs a minimal Sphinx version, state it here.
 #needs_sphinx = '1.0'
@ -87,7 +88,7 @@ pygments_style = 'sphinx'
 #modindex_common_prefix = []


-# -- Options for HTML output ---------------------------------------------------
+# -- Options for HTML output ---------------------------------------------

 # The theme to use for HTML and HTML Help pages.  See the documentation for
 # a list of builtin themes.
@ -167,7 +168,7 @@ html_static_path = ['_static']
 htmlhelp_basename = 'django-helpdeskdoc'


-# -- Options for LaTeX output --------------------------------------------------
+# -- Options for LaTeX output --------------------------------------------

 # The paper size ('letter' or 'a4').
 #latex_paper_size = 'letter'
@ -178,8 +179,8 @@ htmlhelp_basename = 'django-helpdeskdoc'
 # Grouping the document tree into LaTeX files. List of tuples
 # (source start file, target name, title, author, documentclass [howto/manual]).
 latex_documents = [
-  ('index', 'django-helpdesk.tex', u'django-helpdesk Documentation',
-   u'Ross Poulton + django-helpdesk Contributors', 'manual'),
+    ('index', 'django-helpdesk.tex', u'django-helpdesk Documentation',
+     u'Ross Poulton + django-helpdesk Contributors', 'manual'),
 ]

 # The name of an image file (relative to this directory) to place at the top of
@ -206,7 +207,7 @@ latex_documents = [
 #latex_domain_indices = True


-# -- Options for manual page output --------------------------------------------
+# -- Options for manual page output --------------------------------------

 # One entry per manual page. List of tuples
 # (source start file, name, description, authors, manual section).
--- a/docs/install.rst
+++ b/docs/install.rst
@ -74,11 +74,12 @@ errors with trying to create User settings.

     SITE_ID = 1

-2. Make sure django-helpdesk is accessible via ``urls.py``. Add the following line to ``urls.py``::
+2. Make sure django-helpdesk is accessible via ``urls.py``. Add the following lines to ``urls.py``::

+     from django.conf.urls import include
     path('helpdesk/', include('helpdesk.urls')),

-   Note that you can change 'helpdesk/' to anything you like, such as 'support/' or 'help/'. If you want django-helpdesk to be available at the root of your site (for example at http://support.mysite.tld/) then the line will be as follows::
+   Note that you can change 'helpdesk/' to anything you like, such as 'support/' or 'help/'. If you want django-helpdesk to be available at the root of your site (for example at http://support.mysite.tld/) then the path line will be as follows::

     path('', include('helpdesk.urls', namespace='helpdesk')),

--- a/helpdesk/admin.py
+++ b/helpdesk/admin.py
@ -9,6 +9,7 @@ if helpdesk_settings.HELPDESK_KB_ENABLED:
    from helpdesk.models import KBCategory
    from helpdesk.models import KBItem

+
@admin.register(Queue)
 class QueueAdmin(admin.ModelAdmin):
    list_display = ('title', 'slug', 'email_address', 'locale', 'time_spent')
@ -74,7 +75,8 @@ class FollowUpAdmin(admin.ModelAdmin):
 if helpdesk_settings.HELPDESK_KB_ENABLED:
    @admin.register(KBItem)
    class KBItemAdmin(admin.ModelAdmin):
-        list_display = ('category', 'title', 'last_updated', 'team', 'order', 'enabled')
+        list_display = ('category', 'title', 'last_updated',
+                        'team', 'order', 'enabled')
        inlines = [KBIAttachmentInline]
        readonly_fields = ('voted_by', 'downvoted_by')

--- a/helpdesk/apps.py
+++ b/helpdesk/apps.py
@ -5,5 +5,6 @@ class HelpdeskConfig(AppConfig):
    name = 'helpdesk'
    verbose_name = "Helpdesk"
    # for Django 3.2 support:
-    # see: https://docs.djangoproject.com/en/3.2/ref/applications/#django.apps.AppConfig.default_auto_field
+    # see:
+    # https://docs.djangoproject.com/en/3.2/ref/applications/#django.apps.AppConfig.default_auto_field
    default_auto_field = 'django.db.models.AutoField'
--- a/helpdesk/email.py
+++ b/helpdesk/email.py
@ -72,7 +72,8 @@ def process_email(quiet=False):

        # Log messages to specific file only if the queue has it configured
        if (q.logging_type in logging_types) and q.logging_dir:  # if it's enabled and the dir is set
-            log_file_handler = logging.FileHandler(join(q.logging_dir, q.slug + '_get_email.log'))
+            log_file_handler = logging.FileHandler(
+                join(q.logging_dir, q.slug + '_get_email.log'))
            logger.addHandler(log_file_handler)
        else:
            log_file_handler = None
@ -105,7 +106,8 @@ def pop3_sync(q, logger, server):
    try:
        server.stls()
    except Exception:
-        logger.warning("POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
+        logger.warning(
+            "POP3 StartTLS failed or unsupported. Connection will be unencrypted.")
    server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
    server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)

@ -127,16 +129,21 @@ def pop3_sync(q, logger, server):

        raw_content = server.retr(msgNum)[1]
        if type(raw_content[0]) is bytes:
-            full_message = "\n".join([elm.decode('utf-8') for elm in raw_content])
+            full_message = "\n".join([elm.decode('utf-8')
+                                      for elm in raw_content])
        else:
-            full_message = encoding.force_str("\n".join(raw_content), errors='replace')
-        ticket = object_from_message(message=full_message, queue=q, logger=logger)
+            full_message = encoding.force_str(
+                "\n".join(raw_content), errors='replace')
+        ticket = object_from_message(
+            message=full_message, queue=q, logger=logger)

        if ticket:
            server.dele(msgNum)
-            logger.info("Successfully processed message %s, deleted from POP3 server" % msgNum)
+            logger.info(
+                "Successfully processed message %s, deleted from POP3 server" % msgNum)
        else:
-            logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % msgNum)
+            logger.warn(
+                "Message %s was not successfully processed, and will be left on POP3 server" % msgNum)

    server.quit()

@ -146,7 +153,8 @@ def imap_sync(q, logger, server):
        try:
            server.starttls()
        except Exception:
-            logger.warning("IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
+            logger.warning(
+                "IMAP4 StartTLS unsupported or failed. Connection will be unencrypted.")
        server.login(q.email_box_user or
                     settings.QUEUE_EMAIL_BOX_USER,
                     q.email_box_pass or
@ -177,14 +185,17 @@ def imap_sync(q, logger, server):
                status, data = server.fetch(num, '(RFC822)')
                full_message = encoding.force_str(data[0][1], errors='replace')
                try:
-                    ticket = object_from_message(message=full_message, queue=q, logger=logger)
+                    ticket = object_from_message(
+                        message=full_message, queue=q, logger=logger)
                except TypeError:
                    ticket = None  # hotfix. Need to work out WHY.
                if ticket:
                    server.store(num, '+FLAGS', '\\Deleted')
-                    logger.info("Successfully processed message %s, deleted from IMAP server" % num)
+                    logger.info(
+                        "Successfully processed message %s, deleted from IMAP server" % num)
                else:
-                    logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % num)
+                    logger.warn(
+                        "Message %s was not successfully processed, and will be left on IMAP server" % num)
    except imaplib.IMAP4.error:
        logger.error(
            "IMAP retrieve failed. Is the folder '%s' spelled correctly, and does it exist on the server?",
@ -261,7 +272,8 @@ def process_queue(q, logger):

    elif email_box_type == 'local':
        mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
-        mail = [join(mail_dir, f) for f in os.listdir(mail_dir) if isfile(join(mail_dir, f))]
+        mail = [join(mail_dir, f)
+                for f in os.listdir(mail_dir) if isfile(join(mail_dir, f))]
        logger.info("Found %d messages in local mailbox directory" % len(mail))

        logger.info("Found %d messages in local mailbox directory" % len(mail))
@ -269,17 +281,22 @@ def process_queue(q, logger):
            logger.info("Processing message %d" % i)
            with open(m, 'r') as f:
                full_message = encoding.force_str(f.read(), errors='replace')
-                ticket = object_from_message(message=full_message, queue=q, logger=logger)
+                ticket = object_from_message(
+                    message=full_message, queue=q, logger=logger)
            if ticket:
-                logger.info("Successfully processed message %d, ticket/comment created.", i)
+                logger.info(
+                    "Successfully processed message %d, ticket/comment created.", i)
                try:
-                    os.unlink(m)  # delete message file if ticket was successful
+                    # delete message file if ticket was successful
+                    os.unlink(m)
                except OSError as e:
-                    logger.error("Unable to delete message %d (%s).", i, str(e))
+                    logger.error(
+                        "Unable to delete message %d (%s).", i, str(e))
                else:
                    logger.info("Successfully deleted message %d.", i)
            else:
-                logger.warn("Message %d was not successfully processed, and will be left in local directory", i)
+                logger.warn(
+                    "Message %d was not successfully processed, and will be left in local directory", i)


 def decodeUnknown(charset, string):
@ -309,8 +326,10 @@ def is_autoreply(message):
    So we don't start mail loops
    """
    any_if_this = [
-        False if not message.get("Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
-        True if message.get("X-Auto-Response-Suppress") in ("DR", "AutoReply", "All") else False,
+        False if not message.get(
+            "Auto-Submitted") else message.get("Auto-Submitted").lower() != "no",
+        True if message.get("X-Auto-Response-Suppress") in ("DR",
+                                                            "AutoReply", "All") else False,
        message.get("List-Id"),
        message.get("List-Unsubscribe"),
    ]
@ -340,7 +359,8 @@ def create_ticket_cc(ticket, cc_list):
            pass

        try:
-            ticket_cc = subscribe_to_ticket_updates(ticket=ticket, user=user, email=cced_email)
+            ticket_cc = subscribe_to_ticket_updates(
+                ticket=ticket, user=user, email=cced_email)
            new_ticket_ccs.append(ticket_cc)
        except ValidationError:
            pass
@ -370,7 +390,8 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)

    if in_reply_to is not None:
        try:
-            queryset = FollowUp.objects.filter(message_id=in_reply_to).order_by('-date')
+            queryset = FollowUp.objects.filter(
+                message_id=in_reply_to).order_by('-date')
            if queryset.count() > 0:
                previous_followup = queryset.first()
                ticket = previous_followup.ticket
@ -386,7 +407,8 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
            new = False
            # Check if the ticket has been merged to another ticket
            if ticket.merged_to:
-                logger.info("Ticket has been merged to %s" % ticket.merged_to.ticket)
+                logger.info("Ticket has been merged to %s" %
+                            ticket.merged_to.ticket)
                # Use the ticket in which it was merged to for next operations
                ticket = ticket.merged_to

@ -402,7 +424,8 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
                priority=payload['priority'],
            )
            ticket.save()
-            logger.debug("Created new ticket %s-%s" % (ticket.queue.slug, ticket.id))
+            logger.debug("Created new ticket %s-%s" %
+                         (ticket.queue.slug, ticket.id))

            new = True

@ -413,7 +436,8 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)

    f = FollowUp(
        ticket=ticket,
-        title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
+        title=_('E-Mail Received from %(sender_email)s' %
+                {'sender_email': sender_email}),
        date=now,
        public=True,
        comment=payload.get('full_body', payload['body']) or "",
@ -422,7 +446,8 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)

    if ticket.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
-        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
+        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' %
+                    {'sender_email': sender_email})

    f.save()
    logger.debug("Created new FollowUp for Ticket")
@ -445,14 +470,16 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)

    if queue.enable_notifications_on_email_events and len(notifications_to_be_sent):

-        ticket_cc_list = TicketCC.objects.filter(ticket=ticket).all().values_list('email', flat=True)
+        ticket_cc_list = TicketCC.objects.filter(
+            ticket=ticket).all().values_list('email', flat=True)

        for email_address in ticket_cc_list:
            notifications_to_be_sent.append(email_address)

    autoreply = is_autoreply(message)
    if autoreply:
-        logger.info("Message seems to be auto-reply, not sending any emails back to the sender")
+        logger.info(
+            "Message seems to be auto-reply, not sending any emails back to the sender")
    else:
        # send mail to appropriate people now depending on what objects
        # were created and who was CC'd
@ -494,7 +521,8 @@ def object_from_message(message, queue, logger):
    message = email.message_from_string(message)

    subject = message.get('subject', _('Comment from e-mail'))
-    subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
+    subject = decode_mail_headers(
+        decodeUnknown(message.get_charset(), subject))
    for affix in STRIPPED_SUBJECT_STRINGS:
        subject = subject.replace(affix, "")
    subject = subject.strip()
@ -508,13 +536,16 @@ def object_from_message(message, queue, logger):
    # Note that the replace won't work on just an email with no real name,
    # but the getaddresses() function seems to be able to handle just unclosed quotes
    # correctly. Not ideal, but this seems to work for now.
-    sender_email = email.utils.getaddresses(['\"' + sender.replace('<', '\" <')])[0][1]
+    sender_email = email.utils.getaddresses(
+        ['\"' + sender.replace('<', '\" <')])[0][1]

    cc = message.get_all('cc', None)
    if cc:
        # first, fixup the encoding if necessary
-        cc = [decode_mail_headers(decodeUnknown(message.get_charset(), x)) for x in cc]
-        # get_all checks if multiple CC headers, but individual emails may be comma separated too
+        cc = [decode_mail_headers(decodeUnknown(
+            message.get_charset(), x)) for x in cc]
+        # get_all checks if multiple CC headers, but individual emails may be
+        # comma separated too
        tempcc = []
        for hdr in cc:
            tempcc.extend(hdr.split(','))
@ -561,14 +592,16 @@ def object_from_message(message, queue, logger):
                # have to use django_settings here so overwritting it works in tests
                # the default value is False anyway
                if ticket is None and getattr(django_settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False):
-                    # first message in thread, we save full body to avoid losing forwards and things like that
+                    # first message in thread, we save full body to avoid
+                    # losing forwards and things like that
                    body_parts = []
                    for f in EmailReplyParser.read(body).fragments:
                        body_parts.append(f.content)
                    full_body = '\n\n'.join(body_parts)
                    body = EmailReplyParser.parse_reply(body)
                else:
-                    # second and other reply, save only first part of the message
+                    # second and other reply, save only first part of the
+                    # message
                    body = EmailReplyParser.parse_reply(body)
                    full_body = body
                # workaround to get unicode text out rather than escaped text
@ -579,13 +612,17 @@ def object_from_message(message, queue, logger):
                logger.debug("Discovered plain text MIME part")
            else:
                try:
-                    email_body = encoding.smart_str(part.get_payload(decode=True))
+                    email_body = encoding.smart_str(
+                        part.get_payload(decode=True))
                except UnicodeDecodeError:
-                    email_body = encoding.smart_str(part.get_payload(decode=False))
+                    email_body = encoding.smart_str(
+                        part.get_payload(decode=False))

                if not body and not full_body:
-                    # no text has been parsed so far - try such deep parsing for some messages
-                    altered_body = email_body.replace("</p>", "</p>\n").replace("<br", "\n<br")
+                    # no text has been parsed so far - try such deep parsing
+                    # for some messages
+                    altered_body = email_body.replace(
+                        "</p>", "</p>\n").replace("<br", "\n<br")
                    mail = BeautifulSoup(str(altered_body), "html.parser")
                    full_body = mail.get_text()

@ -601,7 +638,8 @@ def object_from_message(message, queue, logger):
                    '</html>'
                ) % email_body
                files.append(
-                    SimpleUploadedFile(_("email_html_body.html"), payload.encode("utf-8"), 'text/html')
+                    SimpleUploadedFile(
+                        _("email_html_body.html"), payload.encode("utf-8"), 'text/html')
                )
                logger.debug("Discovered HTML MIME part")
        else:
@ -627,7 +665,8 @@ def object_from_message(message, queue, logger):
            # except non_b64_err:
            #     logger.debug("Payload was not base64 encoded, using raw bytes")
            #     # payloadToWrite = payload
-            files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
+            files.append(SimpleUploadedFile(name, part.get_payload(
+                decode=True), mimetypes.guess_type(name)[0]))
            logger.debug("Found MIME attachment %s" % name)

        counter += 1
@ -645,7 +684,8 @@ def object_from_message(message, queue, logger):
            body = ""

    if getattr(django_settings, 'HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE', False):
-        # save message as attachment in case of some complex markup renders wrong
+        # save message as attachment in case of some complex markup renders
+        # wrong
        files.append(
            SimpleUploadedFile(
                _("original_message.eml").replace(
@ -660,7 +700,8 @@ def object_from_message(message, queue, logger):
    smtp_priority = message.get('priority', '')
    smtp_importance = message.get('importance', '')
    high_priority_types = {'high', 'important', '1', 'urgent'}
-    priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
+    priority = 2 if high_priority_types & {
+        smtp_priority, smtp_importance} else 3

    payload = {
        'body': body,
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@ -37,40 +37,49 @@ class CustomFieldMixin(object):

    def customfield_to_field(self, field, instanceargs):
        # Use TextInput widget by default
-        instanceargs['widget'] = forms.TextInput(attrs={'class': 'form-control'})
+        instanceargs['widget'] = forms.TextInput(
+            attrs={'class': 'form-control'})
        # if-elif branches start with special cases
        if field.data_type == 'varchar':
            fieldclass = forms.CharField
            instanceargs['max_length'] = field.max_length
        elif field.data_type == 'text':
            fieldclass = forms.CharField
-            instanceargs['widget'] = forms.Textarea(attrs={'class': 'form-control'})
+            instanceargs['widget'] = forms.Textarea(
+                attrs={'class': 'form-control'})
            instanceargs['max_length'] = field.max_length
        elif field.data_type == 'integer':
            fieldclass = forms.IntegerField
-            instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'})
+            instanceargs['widget'] = forms.NumberInput(
+                attrs={'class': 'form-control'})
        elif field.data_type == 'decimal':
            fieldclass = forms.DecimalField
            instanceargs['decimal_places'] = field.decimal_places
            instanceargs['max_digits'] = field.max_length
-            instanceargs['widget'] = forms.NumberInput(attrs={'class': 'form-control'})
+            instanceargs['widget'] = forms.NumberInput(
+                attrs={'class': 'form-control'})
        elif field.data_type == 'list':
            fieldclass = forms.ChoiceField
            instanceargs['choices'] = field.get_choices()
-            instanceargs['widget'] = forms.Select(attrs={'class': 'form-control'})
+            instanceargs['widget'] = forms.Select(
+                attrs={'class': 'form-control'})
        else:
            # Try to use the immediate equivalences dictionary
            try:
                fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
                # Change widgets for the following classes
                if fieldclass == forms.DateField:
-                    instanceargs['widget'] = forms.DateInput(attrs={'class': 'form-control date-field'})
+                    instanceargs['widget'] = forms.DateInput(
+                        attrs={'class': 'form-control date-field'})
                elif fieldclass == forms.DateTimeField:
-                    instanceargs['widget'] = forms.DateTimeInput(attrs={'class': 'form-control datetime-field'})
+                    instanceargs['widget'] = forms.DateTimeInput(
+                        attrs={'class': 'form-control datetime-field'})
                elif fieldclass == forms.TimeField:
-                    instanceargs['widget'] = forms.TimeInput(attrs={'class': 'form-control time-field'})
+                    instanceargs['widget'] = forms.TimeInput(
+                        attrs={'class': 'form-control time-field'})
                elif fieldclass == forms.BooleanField:
-                    instanceargs['widget'] = forms.CheckboxInput(attrs={'class': 'form-control'})
+                    instanceargs['widget'] = forms.CheckboxInput(
+                        attrs={'class': 'form-control'})

            except KeyError:
                # The data_type was not found anywhere
@ -83,10 +92,12 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):

    class Meta:
        model = Ticket
-        exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
+        exclude = ('created', 'modified', 'status', 'on_hold',
+                   'resolution', 'last_escalation', 'assigned_to')

    class Media:
-        js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js')
+        js = ('helpdesk/js/init_due_date.js',
+              'helpdesk/js/init_datetime_classes.js')

    def __init__(self, *args, **kwargs):
        """
@ -96,21 +107,28 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):

        # Disable and add help_text to the merged_to field on this form
        self.fields['merged_to'].disabled = True
-        self.fields['merged_to'].help_text = _('This ticket is merged into the selected ticket.')
+        self.fields['merged_to'].help_text = _(
+            'This ticket is merged into the selected ticket.')

        for field in CustomField.objects.all():
            initial_value = None
            try:
-                current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
+                current_value = TicketCustomFieldValue.objects.get(
+                    ticket=self.instance, field=field)
                initial_value = current_value.value
-                # Attempt to convert from fixed format string to date/time data type
+                # Attempt to convert from fixed format string to date/time data
+                # type
                if 'datetime' == current_value.field.data_type:
-                    initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATETIME_FORMAT)
+                    initial_value = datetime.strptime(
+                        initial_value, CUSTOMFIELD_DATETIME_FORMAT)
                elif 'date' == current_value.field.data_type:
-                    initial_value = datetime.strptime(initial_value, CUSTOMFIELD_DATE_FORMAT)
+                    initial_value = datetime.strptime(
+                        initial_value, CUSTOMFIELD_DATE_FORMAT)
                elif 'time' == current_value.field.data_type:
-                    initial_value = datetime.strptime(initial_value, CUSTOMFIELD_TIME_FORMAT)
-                # If it is boolean field, transform the value to a real boolean instead of a string
+                    initial_value = datetime.strptime(
+                        initial_value, CUSTOMFIELD_TIME_FORMAT)
+                # If it is boolean field, transform the value to a real boolean
+                # instead of a string
                elif 'boolean' == current_value.field.data_type:
                    initial_value = 'True' == initial_value
            except (TicketCustomFieldValue.DoesNotExist, ValueError, TypeError):
@ -133,9 +151,11 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
                field_name = field.replace('custom_', '', 1)
                customfield = CustomField.objects.get(name=field_name)
                try:
-                    cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
+                    cfv = TicketCustomFieldValue.objects.get(
+                        ticket=self.instance, field=customfield)
                except ObjectDoesNotExist:
-                    cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
+                    cfv = TicketCustomFieldValue(
+                        ticket=self.instance, field=customfield)

                cfv.value = convert_value(value)
                cfv.save()
@ -152,7 +172,8 @@ class EditFollowUpForm(forms.ModelForm):
    def __init__(self, *args, **kwargs):
        """Filter not openned tickets here."""
        super(EditFollowUpForm, self).__init__(*args, **kwargs)
-        self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
+        self.fields["ticket"].queryset = Ticket.objects.filter(
+            status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))


 class AbstractTicketForm(CustomFieldMixin, forms.Form):
@ -178,7 +199,8 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
        widget=forms.Textarea(attrs={'class': 'form-control'}),
        label=_('Description of your issue'),
        required=True,
-        help_text=_('Please be as descriptive as possible and include all details'),
+        help_text=_(
+            'Please be as descriptive as possible and include all details'),
    )

    priority = forms.ChoiceField(
@ -187,13 +209,16 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
        required=True,
        initial=getattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY', '3'),
        label=_('Priority'),
-        help_text=_("Please select a priority carefully. If unsure, leave it as '3'."),
+        help_text=_(
+            "Please select a priority carefully. If unsure, leave it as '3'."),
    )

    due_date = forms.DateTimeField(
-        widget=forms.TextInput(attrs={'class': 'form-control', 'autocomplete': 'off'}),
+        widget=forms.TextInput(
+            attrs={'class': 'form-control', 'autocomplete': 'off'}),
        required=False,
-        input_formats=[CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
+        input_formats=[CUSTOMFIELD_DATE_FORMAT,
+                       CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
        label=_('Due on'),
    )

@ -205,7 +230,8 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
    )

    class Media:
-        js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js')
+        js = ('helpdesk/js/init_due_date.js',
+              'helpdesk/js/init_datetime_classes.js')

    def __init__(self, kbcategory=None, *args, **kwargs):
        super().__init__(*args, **kwargs)
@ -215,7 +241,8 @@ class AbstractTicketForm(CustomFieldMixin, forms.Form):
                    widget=forms.Select(attrs={'class': 'form-control'}),
                    required=False,
                    label=_('Knowledge Base Item'),
-                    choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(category=kbcategory.pk, enabled=True)],
+                    choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(
+                        category=kbcategory.pk, enabled=True)],
                )

    def _add_form_custom_fields(self, staff_only_filter=None):
@ -307,7 +334,8 @@ class TicketForm(AbstractTicketForm):
    submitter_email = forms.EmailField(
        required=False,
        label=_('Submitter E-Mail Address'),
-        widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
+        widget=forms.TextInput(
+            attrs={'class': 'form-control', 'type': 'email'}),
        help_text=_('This e-mail address will receive copies of all public '
                    'updates to this ticket.'),
    )
@ -335,10 +363,13 @@ class TicketForm(AbstractTicketForm):

        self.fields['queue'].choices = queue_choices
        if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
-            assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
+            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)
-        self.fields['assigned_to'].choices = [('', '--------')] + [(u.id, u.get_username()) for u in assignable_users]
+            assignable_users = User.objects.filter(
+                is_active=True).order_by(User.USERNAME_FIELD)
+        self.fields['assigned_to'].choices = [
+            ('', '--------')] + [(u.id, u.get_username()) for u in assignable_users]
        self._add_form_custom_fields()

    def save(self, user):
@ -380,7 +411,8 @@ class PublicTicketForm(AbstractTicketForm):
    Ticket Form creation for all users (public-facing).
    """
    submitter_email = forms.EmailField(
-        widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
+        widget=forms.TextInput(
+            attrs={'class': 'form-control', 'type': 'email'}),
        required=True,
        label=_('Your E-Mail Address'),
        help_text=_('We will e-mail you when your ticket is updated.'),
@ -406,7 +438,8 @@ class PublicTicketForm(AbstractTicketForm):
        }

        for field_name, field_setting_key in field_deletion_table.items():
-            has_settings_default_value = getattr(settings, field_setting_key, None)
+            has_settings_default_value = getattr(
+                settings, field_setting_key, None)
            if has_settings_default_value is not None:
                del self.fields[field_name]

@ -485,9 +518,11 @@ class TicketCCForm(forms.ModelForm):
    def __init__(self, *args, **kwargs):
        super(TicketCCForm, self).__init__(*args, **kwargs)
        if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
-            users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
+            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)
+            users = User.objects.filter(
+                is_active=True).order_by(User.USERNAME_FIELD)
        self.fields['user'].queryset = users


@ -497,9 +532,11 @@ class TicketCCUserForm(forms.ModelForm):
    def __init__(self, *args, **kwargs):
        super(TicketCCUserForm, self).__init__(*args, **kwargs)
        if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
-            users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
+            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)
+            users = User.objects.filter(
+                is_active=True).order_by(User.USERNAME_FIELD)
        self.fields['user'].queryset = users

    class Meta:
@ -538,8 +575,11 @@ class MultipleTicketSelectForm(forms.Form):
        if len(tickets) < 2:
            raise ValidationError(_('Please choose at least 2 tickets.'))
        if len(tickets) > 4:
-            raise ValidationError(_('Impossible to merge more than 4 tickets...'))
-        queues = tickets.order_by('queue').distinct().values_list('queue', flat=True)
+            raise ValidationError(
+                _('Impossible to merge more than 4 tickets...'))
+        queues = tickets.order_by('queue').distinct(
+        ).values_list('queue', flat=True)
        if len(queues) != 1:
-            raise ValidationError(_('All selected tickets must share the same queue in order to be merged.'))
+            raise ValidationError(
+                _('All selected tickets must share the same queue in order to be merged.'))
        return tickets
--- a/helpdesk/lib.py
+++ b/helpdesk/lib.py
@ -129,12 +129,15 @@ def text_is_spam(text, request):


 def process_attachments(followup, attached_files):
-    max_email_attachment_size = getattr(settings, 'HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE', 512000)
+    max_email_attachment_size = getattr(
+        settings, 'HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE', 512000)
    attachments = []

    for attached in attached_files:

        if attached.size:
+            from helpdesk.models import FollowUpAttachment
+
            filename = smart_str(attached.name)
            att = FollowUpAttachment(
                followup=followup,
@ -150,7 +153,8 @@ def process_attachments(followup, attached_files):

            if attached.size < max_email_attachment_size:
                # Only files smaller than 512kb (or as defined in
-                # settings.HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
+                # settings.HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE) are sent via
+                # email.
                attachments.append([filename, att.file])

    return attachments
--- a/helpdesk/management/commands/create_escalation_exclusions.py
+++ b/helpdesk/management/commands/create_escalation_exclusions.py
@ -66,7 +66,8 @@ class Command(BaseCommand):
                    raise CommandError("Queue %s does not exist." % queue)
                queues.append(q)

-        create_exclusions(days=days, occurrences=occurrences, verbose=verbose, queues=queues)
+        create_exclusions(days=days, occurrences=occurrences,
+                          verbose=verbose, queues=queues)


 day_names = {
@ -90,11 +91,13 @@ def create_exclusions(days, occurrences, verbose, queues):
        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 = EscalationExclusion(
+                        name='Auto Exclusion for %s' % day_name, date=workdate)
                    esc.save()

                    if verbose:
-                        print("Created exclusion for %s %s" % (day_name, workdate))
+                        print("Created exclusion for %s %s" %
+                              (day_name, workdate))

                    for q in queues:
                        esc.queues.add(q)
@ -116,7 +119,8 @@ def usage():
 if __name__ == '__main__':
    # This script can be run from the command-line or via Django's manage.py.
    try:
-        opts, args = getopt.getopt(sys.argv[1:], 'd:o:q:v', ['days=', 'occurrences=', 'verbose', 'queues='])
+        opts, args = getopt.getopt(sys.argv[1:], 'd:o:q:v', [
+                                   'days=', 'occurrences=', 'verbose', 'queues='])
    except getopt.GetoptError:
        usage()
        sys.exit(2)
@ -151,4 +155,5 @@ if __name__ == '__main__':
                sys.exit(2)
            queues.append(q)

-    create_exclusions(days=days, occurrences=occurrences, verbose=verbose, queues=queues)
+    create_exclusions(days=days, occurrences=occurrences,
+                      verbose=verbose, queues=queues)
--- a/helpdesk/management/commands/create_queue_permissions.py
+++ b/helpdesk/management/commands/create_queue_permissions.py
@ -55,14 +55,17 @@ class Command(BaseCommand):
            self.stdout.write("Preparing Queue %s [%s]" % (q.title, q.slug))

            if q.permission_name:
-                self.stdout.write("  .. already has `permission_name=%s`" % q.permission_name)
+                self.stdout.write(
+                    "  .. already has `permission_name=%s`" % q.permission_name)
                basename = q.permission_name[9:]
            else:
                basename = q.generate_permission_name()
-                self.stdout.write("  .. generated `permission_name=%s`" % q.permission_name)
+                self.stdout.write(
+                    "  .. generated `permission_name=%s`" % q.permission_name)
                q.save()

-            self.stdout.write("  .. checking permission codename `%s`" % basename)
+            self.stdout.write(
+                "  .. checking permission codename `%s`" % basename)

            try:
                Permission.objects.create(
--- a/helpdesk/management/commands/escalate_tickets.py
+++ b/helpdesk/management/commands/escalate_tickets.py
@ -62,7 +62,8 @@ class Command(BaseCommand):

 def escalate_tickets(queues, verbose):
    """ Only include queues with escalation configured """
-    queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
+    queryset = Queue.objects.filter(
+        escalate_days__isnull=False).exclude(escalate_days=0)
    if queues:
        queryset = queryset.filter(slug__in=queues)

@ -143,7 +144,8 @@ def usage():

 if __name__ == '__main__':
    try:
-        opts, args = getopt.getopt(sys.argv[1:], ['queues=', 'verboseescalation'])
+        opts, args = getopt.getopt(
+            sys.argv[1:], ['queues=', 'verboseescalation'])
    except getopt.GetoptError:
        usage()
        sys.exit(2)
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@ -128,7 +128,8 @@ class Queue(models.Model):
        _('Allow Public Submission?'),
        blank=True,
        default=False,
-        help_text=_('Should this queue be listed on the public submission form?'),
+        help_text=_(
+            'Should this queue be listed on the public submission form?'),
    )

    allow_email_submission = models.BooleanField(
@ -180,7 +181,8 @@ class Queue(models.Model):
    email_box_type = models.CharField(
        _('E-Mail Box Type'),
        max_length=5,
-        choices=(('pop3', _('POP 3')), ('imap', _('IMAP')), ('local', _('Local Directory'))),
+        choices=(('pop3', _('POP 3')), ('imap', _('IMAP')),
+                 ('local', _('Local Directory'))),
        blank=True,
        null=True,
        help_text=_('E-Mail server type for creating tickets automatically '
@ -262,7 +264,8 @@ class Queue(models.Model):

    email_box_interval = models.IntegerField(
        _('E-Mail Check Interval'),
-        help_text=_('How often do you wish to check this mailbox? (in Minutes)'),
+        help_text=_(
+            'How often do you wish to check this mailbox? (in Minutes)'),
        blank=True,
        null=True,
        default='5',
@ -281,7 +284,8 @@ class Queue(models.Model):
        choices=(('socks4', _('SOCKS4')), ('socks5', _('SOCKS5'))),
        blank=True,
        null=True,
-        help_text=_('SOCKS4 or SOCKS5 allows you to proxy your connections through a SOCKS server.'),
+        help_text=_(
+            'SOCKS4 or SOCKS5 allows you to proxy your connections through a SOCKS server.'),
    )

    socks_proxy_host = models.GenericIPAddressField(
@ -295,7 +299,8 @@ class Queue(models.Model):
        _('Socks Proxy Port'),
        blank=True,
        null=True,
-        help_text=_('Socks proxy port number. Default: 9150 (default TOR port)'),
+        help_text=_(
+            'Socks proxy port number. Default: 9150 (default TOR port)'),
    )

    logging_type = models.CharField(
@ -356,7 +361,8 @@ class Queue(models.Model):
        """
        if not self.email_address:
            # must check if given in format "Foo <foo@example.com>"
-            default_email = re.match(".*<(?P<email>.*@*.)>", settings.DEFAULT_FROM_EMAIL)
+            default_email = re.match(
+                ".*<(?P<email>.*@*.)>", settings.DEFAULT_FROM_EMAIL)
            if default_email is not None:
                # already in the right format, so just include it here
                return u'NO QUEUE EMAIL ADDRESS DEFINED %s' % settings.DEFAULT_FROM_EMAIL
@ -532,7 +538,8 @@ class Ticket(models.Model):
        _('On Hold'),
        blank=True,
        default=False,
-        help_text=_('If a ticket is on hold, it will not automatically be escalated.'),
+        help_text=_(
+            'If a ticket is on hold, it will not automatically be escalated.'),
    )

    description = models.TextField(
@ -582,7 +589,8 @@ class Ticket(models.Model):
        blank=True,
        null=True,
        on_delete=models.CASCADE,
-        verbose_name=_('Knowledge base item the user was viewing when they created this ticket.'),
+        verbose_name=_(
+            'Knowledge base item the user was viewing when they created this ticket.'),
    )

    merged_to = models.ForeignKey(
@ -648,7 +656,8 @@ class Ticket(models.Model):
        def send(role, recipient):
            if recipient and recipient not in recipients and role in roles:
                template, context = roles[role]
-                send_templated_mail(template, context, recipient, sender=self.queue.from_address, **kwargs)
+                send_templated_mail(
+                    template, context, recipient, sender=self.queue.from_address, **kwargs)
                recipients.add(recipient)

        send('submitter', self.submitter_email)
@ -844,7 +853,8 @@ class Ticket(models.Model):
                # Ignore if user has no email address
                return
        elif not email:
-            raise ValueError('You must provide at least one parameter to get the email from')
+            raise ValueError(
+                'You must provide at least one parameter to get the email from')

        # Prepare all emails already into the ticket
        ticket_emails = [x.display for x in self.ticketcc_set.all()]
@ -1280,7 +1290,8 @@ class EmailTemplate(models.Model):

    html = models.TextField(
        _('HTML'),
-        help_text=_('The same context is available here as in plain_text, above.'),
+        help_text=_(
+            'The same context is available here as in plain_text, above.'),
    )

    locale = models.CharField(
@ -1329,7 +1340,8 @@ class KBCategory(models.Model):
        blank=True,
        null=True,
        on_delete=models.CASCADE,
-        verbose_name=_('Default queue when creating a ticket after viewing this category.'),
+        verbose_name=_(
+            'Default queue when creating a ticket after viewing this category.'),
    )

    public = models.BooleanField(
@ -1396,7 +1408,8 @@ class KBItem(models.Model):

    last_updated = models.DateTimeField(
        _('Last Updated'),
-        help_text=_('The date on which this question was most recently changed.'),
+        help_text=_(
+            'The date on which this question was most recently changed.'),
        blank=True,
    )

@ -1555,7 +1568,8 @@ class UserSettings(models.Model):

    login_view_ticketlist = models.BooleanField(
        verbose_name=_('Show Ticket List on Login?'),
-        help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'),
+        help_text=_(
+            'Display the ticket list upon login? Otherwise, the dashboard is shown.'),
        default=login_view_ticketlist_default,
    )

@ -1570,13 +1584,15 @@ class UserSettings(models.Model):

    email_on_ticket_assign = models.BooleanField(
        verbose_name=_('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?'),
+        help_text=_(
+            'If you are assigned a ticket via the web, do you want to receive an e-mail?'),
        default=email_on_ticket_assign_default,
    )

    tickets_per_page = models.IntegerField(
        verbose_name=_('Number of tickets to show per page'),
-        help_text=_('How many tickets do you want to see on the Ticket List page?'),
+        help_text=_(
+            'How many tickets do you want to see on the Ticket List page?'),
        default=tickets_per_page_default,
        choices=PAGE_SIZES,
    )
@ -1611,7 +1627,8 @@ def create_usersettings(sender, instance, created, **kwargs):
        UserSettings.objects.create(user=instance)


-models.signals.post_save.connect(create_usersettings, sender=settings.AUTH_USER_MODEL)
+models.signals.post_save.connect(
+    create_usersettings, sender=settings.AUTH_USER_MODEL)


 class IgnoreEmail(models.Model):
@ -1851,14 +1868,16 @@ class CustomField(models.Model):

    ordering = models.IntegerField(
        _('Ordering'),
-        help_text=_('Lower numbers are displayed first; higher numbers are listed later'),
+        help_text=_(
+            'Lower numbers are displayed first; higher numbers are listed later'),
        blank=True,
        null=True,
    )

    def _choices_as_array(self):
        valuebuffer = StringIO(self.list_values)
-        choices = [[item.strip(), item.strip()] for item in valuebuffer.readlines()]
+        choices = [[item.strip(), item.strip()]
+                   for item in valuebuffer.readlines()]
        valuebuffer.close()
        return choices
    choices_as_array = property(_choices_as_array)
@ -1912,10 +1931,10 @@ class CustomField(models.Model):

        # Prepare attributes for each types
        attributes = {
-                'label': self.label,
-                'help_text': self.help_text,
-                'required': self.required,
-            }
+            'label': self.label,
+            'help_text': self.help_text,
+            'required': self.required,
+        }
        if self.data_type in ('varchar', 'text'):
            attributes['max_length'] = self.max_length
            if self.data_type == 'text':
--- a/helpdesk/query.py
+++ b/helpdesk/query.py
@ -103,8 +103,10 @@ def get_query_class():
 class __Query__:
    def __init__(self, huser, base64query=None, query_params=None):
        self.huser = huser
-        self.params = query_params if query_params else query_from_base64(base64query)
-        self.base64 = base64query if base64query else query_to_base64(query_params)
+        self.params = query_params if query_params else query_from_base64(
+            base64query)
+        self.base64 = base64query if base64query else query_to_base64(
+            query_params)
        self.result = None

    def get_search_filter_args(self):
@ -128,7 +130,8 @@ class __Query__:
        """
        filter = self.params.get('filtering', {})
        filter_or = self.params.get('filtering_or', {})
-        queryset = queryset.filter((Q(**filter) | Q(**filter_or)) & self.get_search_filter_args())
+        queryset = queryset.filter(
+            (Q(**filter) | Q(**filter_or)) & self.get_search_filter_args())
        sorting = self.params.get('sorting', None)
        if sorting:
            sortreverse = self.params.get('sortreverse', None)
@ -191,11 +194,13 @@ class __Query__:
                    'text': {
                        'headline': ticket.title + ' - ' + followup.title,
                        'text': (
-                            (escape(followup.comment) if followup.comment else _('No text'))
+                            (escape(followup.comment)
+                             if followup.comment else _('No text'))
                            +
                            '<br/> <a href="%s" class="btn" role="button">%s</a>'
                            %
-                            (reverse('helpdesk:view', kwargs={'ticket_id': ticket.pk}), _("View ticket"))
+                            (reverse('helpdesk:view', kwargs={
+                             'ticket_id': ticket.pk}), _("View ticket"))
                        ),
                    },
                    'group': _('Messages'),
--- a/helpdesk/serializers.py
+++ b/helpdesk/serializers.py
@ -4,8 +4,8 @@ from django.contrib.humanize.templatetags import humanize
 from rest_framework.exceptions import ValidationError

 from .forms import TicketForm
-from .models import Ticket, CustomField
-from .lib import format_time_spent
+from .models import Ticket, CustomField, FollowUp, FollowUpAttachment
+from .lib import format_time_spent, process_attachments
 from .user import HelpdeskUser


@ -71,12 +71,45 @@ class DatatablesTicketSerializer(serializers.ModelSerializer):
        return obj.kbitem.title if obj.kbitem else ""


+class FollowUpAttachmentSerializer(serializers.ModelSerializer):
+    class Meta:
+        model = FollowUpAttachment
+        fields = ('id', 'followup', 'file', 'filename', 'mime_type', 'size')
+
+
+class FollowUpSerializer(serializers.ModelSerializer):
+    followupattachment_set = FollowUpAttachmentSerializer(
+        many=True, read_only=True)
+    attachments = serializers.ListField(
+        child=serializers.FileField(),
+        write_only=True,
+        required=False
+    )
+
+    class Meta:
+        model = FollowUp
+        fields = (
+            'id', 'ticket', 'date', 'title', 'comment', 'public', 'user', 'new_status', 'message_id',
+            'time_spent', 'followupattachment_set', 'attachments'
+        )
+
+    def create(self, validated_data):
+        attachments = validated_data.pop('attachments', None)
+        followup = super().create(validated_data)
+        if attachments:
+            process_attachments(followup, attachments)
+        return followup
+
+
 class TicketSerializer(serializers.ModelSerializer):
+    followup_set = FollowUpSerializer(many=True, read_only=True)
+    attachment = serializers.FileField(write_only=True, required=False)
+
    class Meta:
        model = Ticket
        fields = (
            'id', 'queue', 'title', 'description', 'resolution', 'submitter_email', 'assigned_to', 'status', 'on_hold',
-            'priority', 'due_date', 'merged_to'
+            'priority', 'due_date', 'merged_to', 'attachment', 'followup_set'
        )

    def __init__(self, *args, **kwargs):
@ -99,7 +132,10 @@ class TicketSerializer(serializers.ModelSerializer):
        if data.get('merged_to'):
            data['merged_to'] = data['merged_to'].id

-        ticket_form = TicketForm(data=data, queue_choices=queue_choices)
+        files = {'attachment': data.pop('attachment', None)}
+
+        ticket_form = TicketForm(
+            data=data, files=files, queue_choices=queue_choices)
        if ticket_form.is_valid():
            ticket = ticket_form.save(user=self.context['request'].user)
            ticket.set_custom_field_values()
--- a/helpdesk/settings.py
+++ b/helpdesk/settings.py
@ -25,6 +25,9 @@ except AttributeError:

 HAS_TAG_SUPPORT = False

+# Use international timezones
+USE_TZ: bool = True
+
 # check for secure cookie support
 if os.environ.get('SECURE_PROXY_SSL_HEADER'):
    SECURE_PROXY_SSL_HEADER = ('HTTP_X_FORWARDED_PROTO', 'https')
@ -43,13 +46,13 @@ HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings,

 # Enable the Dependencies field on ticket view
 HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET = getattr(settings,
-                                                'HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET',
-                                                True)
+                                                 'HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET',
+                                                 True)

 # Enable the Time spent on field on ticket view
 HELPDESK_ENABLE_TIME_SPENT_ON_TICKET = getattr(settings,
-                                                'HELPDESK_ENABLE_TIME_SPENT_ON_TICKET',
-                                                True)
+                                               'HELPDESK_ENABLE_TIME_SPENT_ON_TICKET',
+                                               True)

 # raises a 404 to anon users. It's like it was invisible
 HELPDESK_ANON_ACCESS_RAISES_404 = getattr(settings,
@ -60,10 +63,13 @@ HELPDESK_ANON_ACCESS_RAISES_404 = getattr(settings,
 HELPDESK_KB_ENABLED = getattr(settings, 'HELPDESK_KB_ENABLED', True)

 # Disable Timeline on ticket list
-HELPDESK_TICKETS_TIMELINE_ENABLED = getattr(settings, 'HELPDESK_TICKETS_TIMELINE_ENABLED', True)
+HELPDESK_TICKETS_TIMELINE_ENABLED = getattr(
+    settings, 'HELPDESK_TICKETS_TIMELINE_ENABLED', True)

-# show extended navigation by default, to all users, irrespective of staff status?
-HELPDESK_NAVIGATION_ENABLED = getattr(settings, 'HELPDESK_NAVIGATION_ENABLED', False)
+# show extended navigation by default, to all users, irrespective of staff
+# status?
+HELPDESK_NAVIGATION_ENABLED = getattr(
+    settings, 'HELPDESK_NAVIGATION_ENABLED', False)

 # use public CDNs to serve jquery and other javascript by default?
 # otherwise, use built-in static copy
@ -81,7 +87,8 @@ HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings,
                                                  ["en", "de", "es", "fr", "it", "ru"])

 # show link to 'change password' on 'User Settings' page?
-HELPDESK_SHOW_CHANGE_PASSWORD = getattr(settings, 'HELPDESK_SHOW_CHANGE_PASSWORD', False)
+HELPDESK_SHOW_CHANGE_PASSWORD = getattr(
+    settings, 'HELPDESK_SHOW_CHANGE_PASSWORD', False)

 # allow user to override default layout for 'followups' - work in progress.
 HELPDESK_FOLLOWUP_MOD = getattr(settings, 'HELPDESK_FOLLOWUP_MOD', False)
@ -93,17 +100,19 @@ HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = getattr(settings,

 # URL schemes that are allowed within links
 ALLOWED_URL_SCHEMES = getattr(settings, 'ALLOWED_URL_SCHEMES', (
-     'file', 'ftp', 'ftps', 'http', 'https', 'irc', 'mailto', 'sftp', 'ssh', 'tel', 'telnet', 'tftp', 'vnc', 'xmpp',
+    'file', 'ftp', 'ftps', 'http', 'https', 'irc', 'mailto', 'sftp', 'ssh', 'tel', 'telnet', 'tftp', 'vnc', 'xmpp',
 ))
 ############################
 # options for public pages #
 ############################

 # show 'view a ticket' section on public page?
-HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC', True)
+HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(
+    settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC', True)

 # show 'submit a ticket' section on public page?
-HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)
+HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(
+    settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)

 # change that to custom class to have extra fields or validation (like captcha)
 HELPDESK_PUBLIC_TICKET_FORM_CLASS = getattr(
@ -134,8 +143,10 @@ CUSTOMFIELD_DATETIME_FORMAT = f"{CUSTOMFIELD_DATE_FORMAT}T%H:%M"

 ''' options for update_ticket views '''
 # allow non-staff users to interact with tickets?
-# can be True/False or a callable accepting the active user and returning True if they must be considered helpdesk staff
-HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
+# can be True/False or a callable accepting the active user and returning
+# True if they must be considered helpdesk staff
+HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(
+    settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
 if not (HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE in (True, False) or callable(HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
    warnings.warn(
        "HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE should be set to either True/False or a callable.",
@ -151,14 +162,18 @@ HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings,
 HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = getattr(
    settings, 'HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP', False)

-# make all updates public by default? this will hide the 'is this update public' checkbox
-HELPDESK_UPDATE_PUBLIC_DEFAULT = getattr(settings, 'HELPDESK_UPDATE_PUBLIC_DEFAULT', False)
+# make all updates public by default? this will hide the 'is this update
+# public' checkbox
+HELPDESK_UPDATE_PUBLIC_DEFAULT = getattr(
+    settings, 'HELPDESK_UPDATE_PUBLIC_DEFAULT', False)

 # only show staff users in ticket owner drop-downs
-HELPDESK_STAFF_ONLY_TICKET_OWNERS = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKET_OWNERS', False)
+HELPDESK_STAFF_ONLY_TICKET_OWNERS = getattr(
+    settings, 'HELPDESK_STAFF_ONLY_TICKET_OWNERS', False)

 # only show staff users in ticket cc drop-down
-HELPDESK_STAFF_ONLY_TICKET_CC = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKET_CC', False)
+HELPDESK_STAFF_ONLY_TICKET_CC = getattr(
+    settings, 'HELPDESK_STAFF_ONLY_TICKET_CC', False)

 # allow the subject to have a configurable template.
 HELPDESK_EMAIL_SUBJECT_TEMPLATE = getattr(
@ -170,11 +185,13 @@ if HELPDESK_EMAIL_SUBJECT_TEMPLATE.find("ticket.ticket") < 0:
    raise ImproperlyConfigured

 # default fallback locale when queue locale not found
-HELPDESK_EMAIL_FALLBACK_LOCALE = getattr(settings, 'HELPDESK_EMAIL_FALLBACK_LOCALE', 'en')
+HELPDESK_EMAIL_FALLBACK_LOCALE = getattr(
+    settings, 'HELPDESK_EMAIL_FALLBACK_LOCALE', 'en')

 # default maximum email attachment size, in bytes
 # only attachments smaller than this size will be sent via email
-HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE = getattr(settings, 'HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE', 512000)
+HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE = getattr(
+    settings, 'HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE', 512000)


 ########################################
@ -186,7 +203,8 @@ HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(
    settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)

 # Activate the API endpoint to manage tickets thanks to Django REST Framework
-HELPDESK_ACTIVATE_API_ENDPOINT = getattr(settings, 'HELPDESK_ACTIVATE_API_ENDPOINT', False)
+HELPDESK_ACTIVATE_API_ENDPOINT = getattr(
+    settings, 'HELPDESK_ACTIVATE_API_ENDPOINT', False)


 #################
@ -201,25 +219,32 @@ QUEUE_EMAIL_BOX_USER = getattr(settings, 'QUEUE_EMAIL_BOX_USER', None)
 QUEUE_EMAIL_BOX_PASSWORD = getattr(settings, 'QUEUE_EMAIL_BOX_PASSWORD', None)

 # only process emails with a valid tracking ID? (throws away all other mail)
-QUEUE_EMAIL_BOX_UPDATE_ONLY = getattr(settings, 'QUEUE_EMAIL_BOX_UPDATE_ONLY', False)
+QUEUE_EMAIL_BOX_UPDATE_ONLY = getattr(
+    settings, 'QUEUE_EMAIL_BOX_UPDATE_ONLY', False)

 # only allow users to access queues that they are members of?
 HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = getattr(
    settings, 'HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION', False)

 # use https in the email links
-HELPDESK_USE_HTTPS_IN_EMAIL_LINK = getattr(settings, 'HELPDESK_USE_HTTPS_IN_EMAIL_LINK', False)
+HELPDESK_USE_HTTPS_IN_EMAIL_LINK = getattr(
+    settings, 'HELPDESK_USE_HTTPS_IN_EMAIL_LINK', False)

-HELPDESK_TEAMS_MODEL = getattr(settings, 'HELPDESK_TEAMS_MODEL', 'pinax_teams.Team')
-HELPDESK_TEAMS_MIGRATION_DEPENDENCIES = getattr(settings, 'HELPDESK_TEAMS_MIGRATION_DEPENDENCIES', [('pinax_teams', '0004_auto_20170511_0856')])
-HELPDESK_KBITEM_TEAM_GETTER = getattr(settings, 'HELPDESK_KBITEM_TEAM_GETTER', lambda kbitem: kbitem.team)
+HELPDESK_TEAMS_MODEL = getattr(
+    settings, 'HELPDESK_TEAMS_MODEL', 'pinax_teams.Team')
+HELPDESK_TEAMS_MIGRATION_DEPENDENCIES = getattr(settings, 'HELPDESK_TEAMS_MIGRATION_DEPENDENCIES', [
+                                                ('pinax_teams', '0004_auto_20170511_0856')])
+HELPDESK_KBITEM_TEAM_GETTER = getattr(
+    settings, 'HELPDESK_KBITEM_TEAM_GETTER', lambda kbitem: kbitem.team)

 # Include all signatures and forwards in the first ticket message if set
-# Useful if you get forwards dropped from them while they are useful part of request
-HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL = getattr(settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False)
+# Useful if you get forwards dropped from them while they are useful part
+# of request
+HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL = getattr(
+    settings, 'HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL', False)

 # If set then we always save incoming emails as .eml attachments
 # which is quite noisy but very helpful for complicated markup, forwards and so on
 # (which gets stripped/corrupted otherwise)
-HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE = getattr(settings, "HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE", False)
-
+HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE = getattr(
+    settings, "HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE", False)
--- a/helpdesk/templated_email.py
+++ b/helpdesk/templated_email.py
@ -58,12 +58,15 @@ def send_templated_mail(template_name,
    locale = context['queue'].get('locale') or HELPDESK_EMAIL_FALLBACK_LOCALE

    try:
-        t = EmailTemplate.objects.get(template_name__iexact=template_name, locale=locale)
+        t = EmailTemplate.objects.get(
+            template_name__iexact=template_name, locale=locale)
    except EmailTemplate.DoesNotExist:
        try:
-            t = EmailTemplate.objects.get(template_name__iexact=template_name, locale__isnull=True)
+            t = EmailTemplate.objects.get(
+                template_name__iexact=template_name, locale__isnull=True)
        except EmailTemplate.DoesNotExist:
-            logger.warning('template "%s" does not exist, no mail sent', template_name)
+            logger.warning(
+                'template "%s" does not exist, no mail sent', template_name)
            return  # just ignore if template doesn't exist

    subject_part = from_string(
@ -77,10 +80,12 @@ def send_templated_mail(template_name,
        "%s\n\n{%% include '%s' %%}" % (t.plain_text, footer_file)
    ).render(context)

-    email_html_base_file = os.path.join('helpdesk', locale, 'email_html_base.html')
+    email_html_base_file = os.path.join(
+        'helpdesk', locale, 'email_html_base.html')
    # keep new lines in html emails
    if 'comment' in context:
-        context['comment'] = mark_safe(context['comment'].replace('\r\n', '<br>'))
+        context['comment'] = mark_safe(
+            context['comment'].replace('\r\n', '<br>'))

    html_part = from_string(
        "{%% extends '%s' %%}"
@ -112,7 +117,8 @@ def send_templated_mail(template_name,
    try:
        return msg.send()
    except SMTPException as e:
-        logger.exception('SMTPException raised while sending email to {}'.format(recipients))
+        logger.exception(
+            'SMTPException raised while sending email to {}'.format(recipients))
        if not fail_silently:
            raise e
        return 0
--- a/helpdesk/templates/helpdesk/report_output.html
+++ b/helpdesk/templates/helpdesk/report_output.html
@ -29,7 +29,7 @@
                <label for='saved_query'>{% trans "Select Query:" %}</label>
                <select name='saved_query'>
                    <option value="">--------</option>{% for q in user_saved_queries_ %}
-                    <option value="{{ q.id }}"{% if saved_query==q %} selected{% endif %}>{{ q.title }}</option>{% endfor %}
+                    <option value="{{ q.id }}"{% if saved_query == q %} selected{% endif %}>{{ q.title }}</option>{% endfor %}
                </select>
                <input class="btn btn-primary" type='submit' value='{% trans "Filter Report" %}'>
            </form>
--- a/helpdesk/templatetags/helpdesk_staff.py
+++ b/helpdesk/templatetags/helpdesk_staff.py
@ -19,4 +19,5 @@ def helpdesk_staff(user):
    try:
        return is_helpdesk_staff(user)
    except Exception:
-        logger.exception("'helpdesk_staff' template tag (django-helpdesk) crashed")
+        logger.exception(
+            "'helpdesk_staff' template tag (django-helpdesk) crashed")
--- a/helpdesk/templatetags/helpdesk_util.py
+++ b/helpdesk/templatetags/helpdesk_util.py
@ -22,13 +22,16 @@ def datetime_string_format(value):
    :return: String - reformatted to default datetime, date, or time string if received in one of the expected formats
    """
    try:
-        new_value = date_filter(datetime.strptime(value, CUSTOMFIELD_DATETIME_FORMAT), settings.DATETIME_FORMAT)
+        new_value = date_filter(datetime.strptime(
+            value, CUSTOMFIELD_DATETIME_FORMAT), settings.DATETIME_FORMAT)
    except (TypeError, ValueError):
        try:
-            new_value = date_filter(datetime.strptime(value, CUSTOMFIELD_DATE_FORMAT), settings.DATE_FORMAT)
+            new_value = date_filter(datetime.strptime(
+                value, CUSTOMFIELD_DATE_FORMAT), settings.DATE_FORMAT)
        except (TypeError, ValueError):
            try:
-                new_value = date_filter(datetime.strptime(value, CUSTOMFIELD_TIME_FORMAT), settings.TIME_FORMAT)
+                new_value = date_filter(datetime.strptime(
+                    value, CUSTOMFIELD_TIME_FORMAT), settings.TIME_FORMAT)
            except (TypeError, ValueError):
                # If NoneType return empty string, else return original value
                new_value = "" if value is None else value
--- a/helpdesk/tests/test_api.py
+++ b/helpdesk/tests/test_api.py
@ -1,8 +1,11 @@
 import base64
+from collections import OrderedDict
 from datetime import datetime

+from django.core.files.uploadedfile import SimpleUploadedFile
+from freezegun import freeze_time
+
 from django.contrib.auth.models import User
-from pytz import UTC
 from rest_framework import HTTP_HEADER_ENCODING
 from rest_framework.exceptions import ErrorDetail
 from rest_framework.status import HTTP_200_OK, HTTP_201_CREATED, HTTP_204_NO_CONTENT, HTTP_400_BAD_REQUEST, HTTP_403_FORBIDDEN
@ -12,6 +15,8 @@ from helpdesk.models import Queue, Ticket, CustomField


 class TicketTest(APITestCase):
+    due_date = datetime(2022, 4, 10, 15, 6)
+
    @classmethod
    def setUpTestData(cls):
        cls.queue = Queue.objects.create(
@ -67,23 +72,29 @@ class TicketTest(APITestCase):
        self.assertEqual(response.status_code, HTTP_201_CREATED)
        created_ticket = Ticket.objects.get()
        self.assertEqual(created_ticket.title, 'Test title')
-        self.assertEqual(created_ticket.description, 'Test description\nMulti lines')
+        self.assertEqual(created_ticket.description,
+                         'Test description\nMulti lines')
        self.assertEqual(created_ticket.submitter_email, 'test@mail.com')
        self.assertEqual(created_ticket.priority, 4)
+        self.assertEqual(created_ticket.followup_set.count(), 1)

    def test_create_api_ticket_with_basic_auth(self):
        username = 'admin'
        password = 'admin'
-        User.objects.create_user(username=username, password=password, is_staff=True)
+        User.objects.create_user(
+            username=username, password=password, is_staff=True)

        test_user = User.objects.create_user(username='test')
-        merge_ticket = Ticket.objects.create(queue=self.queue, title='merge ticket')
+        merge_ticket = Ticket.objects.create(
+            queue=self.queue, title='merge ticket')

        # Generate base64 credentials string
        credentials = f"{username}:{password}"
-        base64_credentials = base64.b64encode(credentials.encode(HTTP_HEADER_ENCODING)).decode(HTTP_HEADER_ENCODING)
+        base64_credentials = base64.b64encode(credentials.encode(
+            HTTP_HEADER_ENCODING)).decode(HTTP_HEADER_ENCODING)

-        self.client.credentials(HTTP_AUTHORIZATION=f"Basic {base64_credentials}")
+        self.client.credentials(
+            HTTP_AUTHORIZATION=f"Basic {base64_credentials}")
        response = self.client.post(
            '/api/tickets/',
            {
@ -96,7 +107,7 @@ class TicketTest(APITestCase):
                'status': Ticket.RESOLVED_STATUS,
                'priority': 1,
                'on_hold': True,
-                'due_date': datetime(2022, 4, 10, 15, 6),
+                'due_date': self.due_date,
                'merged_to': merge_ticket.id
            }
        )
@ -105,21 +116,27 @@ class TicketTest(APITestCase):
        created_ticket = Ticket.objects.last()
        self.assertEqual(created_ticket.title, 'Title')
        self.assertEqual(created_ticket.description, 'Description')
-        self.assertIsNone(created_ticket.resolution)  # resolution can not be set on creation
+        # resolution can not be set on creation
+        self.assertIsNone(created_ticket.resolution)
        self.assertEqual(created_ticket.assigned_to, test_user)
        self.assertEqual(created_ticket.submitter_email, 'test@mail.com')
        self.assertEqual(created_ticket.priority, 1)
-        self.assertFalse(created_ticket.on_hold)  # on_hold is False on creation
-        self.assertEqual(created_ticket.status, Ticket.OPEN_STATUS)  # status is always open on creation
-        self.assertEqual(created_ticket.due_date, datetime(2022, 4, 10, 15, 6, tzinfo=UTC))
-        self.assertIsNone(created_ticket.merged_to)  # merged_to can not be set on creation
+        # on_hold is False on creation
+        self.assertFalse(created_ticket.on_hold)
+        # status is always open on creation
+        self.assertEqual(created_ticket.status, Ticket.OPEN_STATUS)
+        self.assertEqual(created_ticket.due_date, self.due_date)
+        # merged_to can not be set on creation
+        self.assertIsNone(created_ticket.merged_to)

    def test_edit_api_ticket(self):
        staff_user = User.objects.create_user(username='admin', is_staff=True)
-        test_ticket = Ticket.objects.create(queue=self.queue, title='Test ticket')
+        test_ticket = Ticket.objects.create(
+            queue=self.queue, title='Test ticket')

        test_user = User.objects.create_user(username='test')
-        merge_ticket = Ticket.objects.create(queue=self.queue, title='merge ticket')
+        merge_ticket = Ticket.objects.create(
+            queue=self.queue, title='merge ticket')

        self.client.force_authenticate(staff_user)
        response = self.client.put(
@ -134,7 +151,7 @@ class TicketTest(APITestCase):
                'status': Ticket.RESOLVED_STATUS,
                'priority': 1,
                'on_hold': True,
-                'due_date': datetime(2022, 4, 10, 15, 6),
+                'due_date': self.due_date,
                'merged_to': merge_ticket.id
            }
        )
@ -149,12 +166,13 @@ class TicketTest(APITestCase):
        self.assertEqual(test_ticket.priority, 1)
        self.assertTrue(test_ticket.on_hold)
        self.assertEqual(test_ticket.status, Ticket.RESOLVED_STATUS)
-        self.assertEqual(test_ticket.due_date, datetime(2022, 4, 10, 15, 6, tzinfo=UTC))
+        self.assertEqual(test_ticket.due_date, self.due_date)
        self.assertEqual(test_ticket.merged_to, merge_ticket)

    def test_partial_edit_api_ticket(self):
        staff_user = User.objects.create_user(username='admin', is_staff=True)
-        test_ticket = Ticket.objects.create(queue=self.queue, title='Test ticket')
+        test_ticket = Ticket.objects.create(
+            queue=self.queue, title='Test ticket')

        self.client.force_authenticate(staff_user)
        response = self.client.patch(
@ -170,12 +188,14 @@ class TicketTest(APITestCase):

    def test_delete_api_ticket(self):
        staff_user = User.objects.create_user(username='admin', is_staff=True)
-        test_ticket = Ticket.objects.create(queue=self.queue, title='Test ticket')
+        test_ticket = Ticket.objects.create(
+            queue=self.queue, title='Test ticket')
        self.client.force_authenticate(staff_user)
        response = self.client.delete('/api/tickets/%d/' % test_ticket.id)
        self.assertEqual(response.status_code, HTTP_204_NO_CONTENT)
        self.assertFalse(Ticket.objects.exists())

+    @freeze_time('2022-06-30 23:09:44')
    def test_create_api_ticket_with_custom_fields(self):
        # Create custom fields
        for field_type, field_display in CustomField.DATA_TYPE_CHOICES:
@ -193,7 +213,8 @@ class TicketTest(APITestCase):
                Blue
                Red
                Yellow'''
-            CustomField.objects.create(name=field_type, label=field_display, data_type=field_type, **extra_data)
+            CustomField.objects.create(
+                name=field_type, label=field_display, data_type=field_type, **extra_data)

        staff_user = User.objects.create_user(username='test', is_staff=True)
        self.client.force_authenticate(staff_user)
@ -207,7 +228,8 @@ class TicketTest(APITestCase):
            'priority': 4
        })
        self.assertEqual(response.status_code, HTTP_400_BAD_REQUEST)
-        self.assertEqual(response.data, {'custom_integer': [ErrorDetail(string='This field is required.', code='required')]})
+        self.assertEqual(response.data, {'custom_integer': [ErrorDetail(
+            string='This field is required.', code='required')]})

        # Test creation with custom field values
        response = self.client.post('/api/tickets/', {
@ -245,6 +267,19 @@ class TicketTest(APITestCase):
            'priority': 4,
            'due_date': None,
            'merged_to': None,
+            'followup_set': [OrderedDict([
+                ('id', 1),
+                ('ticket', 1),
+                ('date', '2022-06-30T23:09:44'),
+                ('title', 'Ticket Opened'),
+                ('comment', 'Test description\nMulti lines'),
+                ('public', True),
+                ('user', 1),
+                ('new_status', None),
+                ('message_id', None),
+                ('time_spent', None),
+                ('followupattachment_set', [])
+            ])],
            'custom_varchar': 'test',
            'custom_text': 'multi\nline',
            'custom_integer': 1,
@ -260,3 +295,63 @@ class TicketTest(APITestCase):
            'custom_slug': 'test-slug'
        })

+    def test_create_api_ticket_with_attachment(self):
+        staff_user = User.objects.create_user(username='test', is_staff=True)
+        self.client.force_authenticate(staff_user)
+        test_file = SimpleUploadedFile(
+            'file.jpg', b'file_content', content_type='image/jpg')
+        response = self.client.post('/api/tickets/', {
+            'queue': self.queue.id,
+            'title': 'Test title',
+            'description': 'Test description\nMulti lines',
+            'submitter_email': 'test@mail.com',
+            'priority': 4,
+            'attachment': test_file
+        })
+        self.assertEqual(response.status_code, HTTP_201_CREATED)
+        created_ticket = Ticket.objects.get()
+        self.assertEqual(created_ticket.title, 'Test title')
+        self.assertEqual(created_ticket.description,
+                         'Test description\nMulti lines')
+        self.assertEqual(created_ticket.submitter_email, 'test@mail.com')
+        self.assertEqual(created_ticket.priority, 4)
+        self.assertEqual(created_ticket.followup_set.count(), 1)
+        self.assertEqual(created_ticket.followup_set.get(
+        ).followupattachment_set.count(), 1)
+        attachment = created_ticket.followup_set.get().followupattachment_set.get()
+        self.assertEqual(
+            attachment.file.name,
+            f'helpdesk/attachments/test-queue-1-{created_ticket.secret_key}/1/file.jpg'
+        )
+
+    def test_create_follow_up_with_attachments(self):
+        staff_user = User.objects.create_user(username='test', is_staff=True)
+        self.client.force_authenticate(staff_user)
+        ticket = Ticket.objects.create(queue=self.queue, title='Test')
+        test_file_1 = SimpleUploadedFile(
+            'file.jpg', b'file_content', content_type='image/jpg')
+        test_file_2 = SimpleUploadedFile(
+            'doc.pdf', b'Doc content', content_type='application/pdf')
+
+        response = self.client.post('/api/followups/', {
+            'ticket': ticket.id,
+            'title': 'Test',
+            'comment': 'Test answer\nMulti lines',
+            'attachments': [
+                test_file_1,
+                test_file_2
+            ]
+        })
+        self.assertEqual(response.status_code, HTTP_201_CREATED)
+        created_followup = ticket.followup_set.last()
+        self.assertEqual(created_followup.title, 'Test')
+        self.assertEqual(created_followup.comment, 'Test answer\nMulti lines')
+        self.assertEqual(created_followup.followupattachment_set.count(), 2)
+        self.assertEqual(
+            created_followup.followupattachment_set.first().filename, 'doc.pdf')
+        self.assertEqual(
+            created_followup.followupattachment_set.first().mime_type, 'application/pdf')
+        self.assertEqual(
+            created_followup.followupattachment_set.last().filename, 'file.jpg')
+        self.assertEqual(
+            created_followup.followupattachment_set.last().mime_type, 'image/jpg')
--- a/helpdesk/tests/test_attachments.py
+++ b/helpdesk/tests/test_attachments.py
@ -11,6 +11,7 @@ import shutil
 from tempfile import gettempdir

 from unittest import mock
+from unittest.case import skip


 MEDIA_DIR = os.path.join(gettempdir(), 'helpdesk_test_media')
@ -46,7 +47,8 @@ class AttachmentIntegrationTests(TestCase):
        }

    def test_create_pub_ticket_with_attachment(self):
-        test_file = SimpleUploadedFile('test_att.txt', b'attached file content', 'text/plain')
+        test_file = SimpleUploadedFile(
+            'test_att.txt', b'attached file content', 'text/plain')
        post_data = self.ticket_data.copy()
        post_data.update({
            'queue': self.queue_public.id,
@ -54,17 +56,20 @@ class AttachmentIntegrationTests(TestCase):
        })

        # Ensure ticket form submits with attachment successfully
-        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home'), post_data, follow=True)
        self.assertContains(response, test_file.name)

        # Ensure attachment is available with correct content
-        att = models.FollowUpAttachment.objects.get(followup__ticket=response.context['ticket'])
+        att = models.FollowUpAttachment.objects.get(
+            followup__ticket=response.context['ticket'])
        with open(os.path.join(MEDIA_DIR, att.file.name)) as file_on_disk:
            disk_content = file_on_disk.read()
        self.assertEqual(disk_content, 'attached file content')

    def test_create_pub_ticket_with_attachment_utf8(self):
-        test_file = SimpleUploadedFile('ß°äöü.txt', 'โจ'.encode('utf-8'), 'text/utf-8')
+        test_file = SimpleUploadedFile(
+            'ß°äöü.txt', 'โจ'.encode('utf-8'), 'text/utf-8')
        post_data = self.ticket_data.copy()
        post_data.update({
            'queue': self.queue_public.id,
@ -72,17 +77,20 @@ class AttachmentIntegrationTests(TestCase):
        })

        # Ensure ticket form submits with attachment successfully
-        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home'), post_data, follow=True)
        self.assertContains(response, test_file.name)

        # Ensure attachment is available with correct content
-        att = models.FollowUpAttachment.objects.get(followup__ticket=response.context['ticket'])
+        att = models.FollowUpAttachment.objects.get(
+            followup__ticket=response.context['ticket'])
        with open(os.path.join(MEDIA_DIR, att.file.name)) as file_on_disk:
            disk_content = smart_str(file_on_disk.read(), 'utf-8')
        self.assertEqual(disk_content, 'โจ')


@mock.patch.object(models.FollowUp, 'save', autospec=True)
+@mock.patch.object(models.FollowUpAttachment, 'save', autospec=True)
@mock.patch.object(models.Ticket, 'save', autospec=True)
@mock.patch.object(models.Queue, 'save', autospec=True)
 class AttachmentUnitTests(TestCase):
@ -100,10 +108,11 @@ class AttachmentUnitTests(TestCase):
            )
        )

-    @mock.patch('helpdesk.lib.FollowUpAttachment', autospec=True)
+    @skip("Rework with model relocation")
    def test_unicode_attachment_filename(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
        """ check utf-8 data is parsed correctly """
-        filename, fileobj = lib.process_attachments(self.follow_up, [self.test_file])[0]
+        filename, fileobj = lib.process_attachments(
+            self.follow_up, [self.test_file])[0]
        mock_att_save.assert_called_with(
            file=self.test_file,
            filename=self.file_attrs['filename'],
@ -113,18 +122,18 @@ class AttachmentUnitTests(TestCase):
        )
        self.assertEqual(filename, self.file_attrs['filename'])

-    @mock.patch('helpdesk.lib.FollowUpAttachment', autospec=True)
    def test_autofill(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
        """ check utf-8 data is parsed correctly """
        obj = models.FollowUpAttachment.objects.create(
            followup=self.follow_up,
            file=self.test_file
        )
-        self.assertEqual(obj.filename, self.file_attrs['filename'])
-        self.assertEqual(obj.size, len(self.file_attrs['content']))
-        self.assertEqual(obj.mime_type, "text/plain")
+        obj.save()
+        self.assertEqual(obj.file.name, self.file_attrs['filename'])
+        self.assertEqual(obj.file.size, len(self.file_attrs['content']))
+        self.assertEqual(obj.file.file.content_type, "text/utf8")

-    def test_kbi_attachment(self, mock_att_save, mock_queue_save, mock_ticket_save):
+    def test_kbi_attachment(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
        """ check utf-8 data is parsed correctly """

        kbcategory = models.KBCategory.objects.create(
@ -143,17 +152,20 @@ class AttachmentUnitTests(TestCase):
            kbitem=kbitem,
            file=self.test_file
        )
+        obj.save()
        self.assertEqual(obj.filename, self.file_attrs['filename'])
-        self.assertEqual(obj.size, len(self.file_attrs['content']))
+        self.assertEqual(obj.file.size, len(self.file_attrs['content']))
        self.assertEqual(obj.mime_type, "text/plain")

-    @mock.patch.object('helpdesk.lib.FollowUpAttachment', 'save', autospec=True)
+    @skip("model in lib not patched")
    @override_settings(MEDIA_ROOT=MEDIA_DIR)
    def test_unicode_filename_to_filesystem(self, mock_att_save, mock_queue_save, mock_ticket_save, mock_follow_up_save):
        """ don't mock saving to filesystem to test file renames caused by storage layer """
-        filename, fileobj = lib.process_attachments(self.follow_up, [self.test_file])[0]
-        # Attachment object was zeroth positional arg (i.e. self) of att.save call
-        attachment_obj = mock_att_save.call_args[0][0]
+        filename, fileobj = lib.process_attachments(
+            self.follow_up, [self.test_file])[0]
+        # Attachment object was zeroth positional arg (i.e. self) of att.save
+        # call
+        attachment_obj = mock_att_save.return_value

        mock_att_save.assert_called_once_with(attachment_obj)
        self.assertIsInstance(attachment_obj, models.FollowUpAttachment)
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@ -37,7 +37,8 @@ class GetEmailCommonTests(TestCase):
    # tests correct syntax for command line option
    def test_get_email_quiet_option(self):
        """Test quiet option is properly propagated"""
-        # Test get_email with quiet set to True and also False, and verify handle receives quiet option set properly
+        # Test get_email with quiet set to True and also False, and verify
+        # handle receives quiet option set properly
        for quiet_test_value in [True, False]:
            with mock.patch.object(Command, 'handle', return_value=None) as mocked_handle:
                call_command('get_email', quiet=quiet_test_value)
@ -52,7 +53,8 @@ class GetEmailCommonTests(TestCase):
        """
        with open(os.path.join(THIS_DIR, "test_files/blank-body-with-attachment.eml")) as fd:
            test_email = fd.read()
-            ticket = helpdesk.email.object_from_message(test_email, self.queue_public, self.logger)
+            ticket = helpdesk.email.object_from_message(
+                test_email, self.queue_public, self.logger)

        # title got truncated because of max_lengh of the model.title field
        assert ticket.title == (
@ -68,16 +70,19 @@ class GetEmailCommonTests(TestCase):
        """
        with open(os.path.join(THIS_DIR, "test_files/quoted_printable.eml")) as fd:
            test_email = fd.read()
-            ticket = helpdesk.email.object_from_message(test_email, self.queue_public, self.logger)
+            ticket = helpdesk.email.object_from_message(
+                test_email, self.queue_public, self.logger)
        self.assertEqual(ticket.title, "Český test")
-        self.assertEqual(ticket.description, "Tohle je test českých písmen odeslaných z gmailu.")
+        self.assertEqual(ticket.description,
+                         "Tohle je test českých písmen odeslaných z gmailu.")
        followups = FollowUp.objects.filter(ticket=ticket)
        self.assertEqual(len(followups), 1)
        followup = followups[0]
        attachments = FollowUpAttachment.objects.filter(followup=followup)
        self.assertEqual(len(attachments), 1)
        attachment = attachments[0]
-        self.assertIn('<div dir="ltr">Tohle je test českých písmen odeslaných z gmailu.</div>\n', attachment.file.read().decode("utf-8"))
+        self.assertIn('<div dir="ltr">Tohle je test českých písmen odeslaných z gmailu.</div>\n',
+                      attachment.file.read().decode("utf-8"))

    def test_email_with_8bit_encoding_and_utf_8(self):
        """
@ -86,7 +91,8 @@ class GetEmailCommonTests(TestCase):
        """
        with open(os.path.join(THIS_DIR, "test_files/all-special-chars.eml")) as fd:
            test_email = fd.read()
-            ticket = helpdesk.email.object_from_message(test_email, self.queue_public, self.logger)
+            ticket = helpdesk.email.object_from_message(
+                test_email, self.queue_public, self.logger)
        self.assertEqual(ticket.title, "Testovácí email")
        self.assertEqual(ticket.description, "íářčšáíéřášč")

@ -98,14 +104,17 @@ class GetEmailCommonTests(TestCase):
        """
        with open(os.path.join(THIS_DIR, "test_files/utf-nondecodable.eml")) as fd:
            test_email = fd.read()
-        ticket = helpdesk.email.object_from_message(test_email, self.queue_public, self.logger)
-        self.assertEqual(ticket.title, "Fwd: Cyklozaměstnavatel - změna vyhodnocení")
+        ticket = helpdesk.email.object_from_message(
+            test_email, self.queue_public, self.logger)
+        self.assertEqual(
+            ticket.title, "Fwd: Cyklozaměstnavatel - změna vyhodnocení")
        self.assertIn("prosazuje lepší", ticket.description)
        followups = FollowUp.objects.filter(ticket=ticket)
        followup = followups[0]
        attachments = FollowUpAttachment.objects.filter(followup=followup)
        attachment = attachments[0]
-        self.assertIn('prosazuje lepší', attachment.file.read().decode("utf-8"))
+        self.assertIn('prosazuje lepší',
+                      attachment.file.read().decode("utf-8"))

    @override_settings(HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL=True)
    def test_email_with_forwarded_message(self):
@ -114,12 +123,15 @@ class GetEmailCommonTests(TestCase):
        """
        with open(os.path.join(THIS_DIR, "test_files/forwarded-message.eml")) as fd:
            test_email = fd.read()
-        ticket = helpdesk.email.object_from_message(test_email, self.queue_public, self.logger)
-        self.assertEqual(ticket.title, "Test with original message from GitHub")
+        ticket = helpdesk.email.object_from_message(
+            test_email, self.queue_public, self.logger)
+        self.assertEqual(
+            ticket.title, "Test with original message from GitHub")
        self.assertIn("This is email body", ticket.description)
        assert "Hello there!" not in ticket.description, ticket.description
        assert FollowUp.objects.filter(ticket=ticket).count() == 1
-        assert "Hello there!" in FollowUp.objects.filter(ticket=ticket).first().comment
+        assert "Hello there!" in FollowUp.objects.filter(
+            ticket=ticket).first().comment


 class GetEmailParametricTemplate(object):
@ -160,11 +172,13 @@ class GetEmailParametricTemplate(object):
           For each email source supported, we mock the backend to provide
           authentically formatted responses containing our test data."""

-        # example email text from Django docs: https://docs.djangoproject.com/en/1.10/ref/unicode/
+        # example email text from Django docs:
+        # https://docs.djangoproject.com/en/1.10/ref/unicode/
        test_email_from = "Arnbjörg Ráðormsdóttir <arnbjorg@example.com>"
        test_email_subject = "My visit to Sør-Trøndelag"
        test_email_body = "Unicode helpdesk comment with an s-hat (ŝ) via email."
-        test_email = "To: helpdesk@example.com\nFrom: " + test_email_from + "\nSubject: " + test_email_subject + "\n\n" + test_email_body
+        test_email = "To: helpdesk@example.com\nFrom: " + test_email_from + \
+            "\nSubject: " + test_email_subject + "\n\n" + test_email_body
        test_mail_len = len(test_email)

        if self.socks:
@ -184,38 +198,51 @@ class GetEmailParametricTemplate(object):

                    call_command('get_email')

-                    mocked_listdir.assert_called_with('/var/lib/mail/helpdesk/')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename1')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename2')
+                    mocked_listdir.assert_called_with(
+                        '/var/lib/mail/helpdesk/')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename1')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename2')

            elif self.method == 'pop3':
-                # mock poplib.POP3's list and retr methods to provide responses as per RFC 1939
+                # mock poplib.POP3's list and retr methods to provide responses
+                # as per RFC 1939
                pop3_emails = {
                    '1': ("+OK", test_email.split('\n')),
                    '2': ("+OK", test_email.split('\n')),
                }
-                pop3_mail_list = ("+OK 2 messages", ("1 %d" % test_mail_len, "2 %d" % test_mail_len))
+                pop3_mail_list = ("+OK 2 messages", ("1 %d" %
+                                                     test_mail_len, "2 %d" % test_mail_len))
                mocked_poplib_server = mock.Mock()
-                mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
-                mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
+                mocked_poplib_server.list = mock.Mock(
+                    return_value=pop3_mail_list)
+                mocked_poplib_server.retr = mock.Mock(
+                    side_effect=lambda x: pop3_emails[x])
                with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
-                    mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
+                    mocked_poplib.POP3 = mock.Mock(
+                        return_value=mocked_poplib_server)
                    call_command('get_email')

            elif self.method == 'imap':
-                # mock imaplib.IMAP4's search and fetch methods with responses from RFC 3501
+                # mock imaplib.IMAP4's search and fetch methods with responses
+                # from RFC 3501
                imap_emails = {
                    "1": ("OK", (("1", test_email),)),
                    "2": ("OK", (("2", test_email),)),
                }
                imap_mail_list = ("OK", ("1 2",))
                mocked_imaplib_server = mock.Mock()
-                mocked_imaplib_server.search = mock.Mock(return_value=imap_mail_list)
+                mocked_imaplib_server.search = mock.Mock(
+                    return_value=imap_mail_list)

-                # we ignore the second arg as the data item/mime-part is constant (RFC822)
-                mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
+                # we ignore the second arg as the data item/mime-part is
+                # constant (RFC822)
+                mocked_imaplib_server.fetch = mock.Mock(
+                    side_effect=lambda x, _: imap_emails[x])
                with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
-                    mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
+                    mocked_imaplib.IMAP4 = mock.Mock(
+                        return_value=mocked_imaplib_server)
                    call_command('get_email')

            ticket1 = get_object_or_404(Ticket, pk=1)
@ -232,11 +259,13 @@ class GetEmailParametricTemplate(object):
        """Tests correctly decoding mail headers when a comma is encoded into
           UTF-8. See bug report #832."""

-        # example email text from Django docs: https://docs.djangoproject.com/en/1.10/ref/unicode/
+        # example email text from Django docs:
+        # https://docs.djangoproject.com/en/1.10/ref/unicode/
        test_email_from = "Bernard-Bouissières, Benjamin <bbb@example.com>"
        test_email_subject = "Commas in From lines"
        test_email_body = "Testing commas in from email UTF-8."
-        test_email = "To: helpdesk@example.com\nFrom: " + test_email_from + "\nSubject: " + test_email_subject + "\n\n" + test_email_body
+        test_email = "To: helpdesk@example.com\nFrom: " + test_email_from + \
+            "\nSubject: " + test_email_subject + "\n\n" + test_email_body
        test_mail_len = len(test_email)

        if self.socks:
@ -256,38 +285,51 @@ class GetEmailParametricTemplate(object):

                    call_command('get_email')

-                    mocked_listdir.assert_called_with('/var/lib/mail/helpdesk/')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename1')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename2')
+                    mocked_listdir.assert_called_with(
+                        '/var/lib/mail/helpdesk/')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename1')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename2')

            elif self.method == 'pop3':
-                # mock poplib.POP3's list and retr methods to provide responses as per RFC 1939
+                # mock poplib.POP3's list and retr methods to provide responses
+                # as per RFC 1939
                pop3_emails = {
                    '1': ("+OK", test_email.split('\n')),
                    '2': ("+OK", test_email.split('\n')),
                }
-                pop3_mail_list = ("+OK 2 messages", ("1 %d" % test_mail_len, "2 %d" % test_mail_len))
+                pop3_mail_list = ("+OK 2 messages", ("1 %d" %
+                                                     test_mail_len, "2 %d" % test_mail_len))
                mocked_poplib_server = mock.Mock()
-                mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
-                mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
+                mocked_poplib_server.list = mock.Mock(
+                    return_value=pop3_mail_list)
+                mocked_poplib_server.retr = mock.Mock(
+                    side_effect=lambda x: pop3_emails[x])
                with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
-                    mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
+                    mocked_poplib.POP3 = mock.Mock(
+                        return_value=mocked_poplib_server)
                    call_command('get_email')

            elif self.method == 'imap':
-                # mock imaplib.IMAP4's search and fetch methods with responses from RFC 3501
+                # mock imaplib.IMAP4's search and fetch methods with responses
+                # from RFC 3501
                imap_emails = {
                    "1": ("OK", (("1", test_email),)),
                    "2": ("OK", (("2", test_email),)),
                }
                imap_mail_list = ("OK", ("1 2",))
                mocked_imaplib_server = mock.Mock()
-                mocked_imaplib_server.search = mock.Mock(return_value=imap_mail_list)
+                mocked_imaplib_server.search = mock.Mock(
+                    return_value=imap_mail_list)

-                # we ignore the second arg as the data item/mime-part is constant (RFC822)
-                mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
+                # we ignore the second arg as the data item/mime-part is
+                # constant (RFC822)
+                mocked_imaplib_server.fetch = mock.Mock(
+                    side_effect=lambda x, _: imap_emails[x])
                with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
-                    mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
+                    mocked_imaplib.IMAP4 = mock.Mock(
+                        return_value=mocked_imaplib_server)
                    call_command('get_email')

            ticket1 = get_object_or_404(Ticket, pk=1)
@ -308,11 +350,13 @@ class GetEmailParametricTemplate(object):
           For each email source supported, we mock the backend to provide
           authentically formatted responses containing our test data."""

-        # example email text from Django docs: https://docs.djangoproject.com/en/1.10/ref/unicode/
+        # example email text from Django docs:
+        # https://docs.djangoproject.com/en/1.10/ref/unicode/
        test_email_from = "Arnbjörg Ráðormsdóttir <arnbjorg@example.com>"
        test_email_subject = "My visit to Sør-Trøndelag"
        test_email_body = "Reporting some issue with the template tag: {% if helpdesk %}."
-        test_email = "To: helpdesk@example.com\nFrom: " + test_email_from + "\nSubject: " + test_email_subject + "\n\n" + test_email_body
+        test_email = "To: helpdesk@example.com\nFrom: " + test_email_from + \
+            "\nSubject: " + test_email_subject + "\n\n" + test_email_body
        test_mail_len = len(test_email)

        if self.socks:
@ -332,38 +376,51 @@ class GetEmailParametricTemplate(object):

                    call_command('get_email')

-                    mocked_listdir.assert_called_with('/var/lib/mail/helpdesk/')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename1')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename2')
+                    mocked_listdir.assert_called_with(
+                        '/var/lib/mail/helpdesk/')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename1')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename2')

            elif self.method == 'pop3':
-                # mock poplib.POP3's list and retr methods to provide responses as per RFC 1939
+                # mock poplib.POP3's list and retr methods to provide responses
+                # as per RFC 1939
                pop3_emails = {
                    '1': ("+OK", test_email.split('\n')),
                    '2': ("+OK", test_email.split('\n')),
                }
-                pop3_mail_list = ("+OK 2 messages", ("1 %d" % test_mail_len, "2 %d" % test_mail_len))
+                pop3_mail_list = ("+OK 2 messages", ("1 %d" %
+                                                     test_mail_len, "2 %d" % test_mail_len))
                mocked_poplib_server = mock.Mock()
-                mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
-                mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
+                mocked_poplib_server.list = mock.Mock(
+                    return_value=pop3_mail_list)
+                mocked_poplib_server.retr = mock.Mock(
+                    side_effect=lambda x: pop3_emails[x])
                with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
-                    mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
+                    mocked_poplib.POP3 = mock.Mock(
+                        return_value=mocked_poplib_server)
                    call_command('get_email')

            elif self.method == 'imap':
-                # mock imaplib.IMAP4's search and fetch methods with responses from RFC 3501
+                # mock imaplib.IMAP4's search and fetch methods with responses
+                # from RFC 3501
                imap_emails = {
                    "1": ("OK", (("1", test_email),)),
                    "2": ("OK", (("2", test_email),)),
                }
                imap_mail_list = ("OK", ("1 2",))
                mocked_imaplib_server = mock.Mock()
-                mocked_imaplib_server.search = mock.Mock(return_value=imap_mail_list)
+                mocked_imaplib_server.search = mock.Mock(
+                    return_value=imap_mail_list)

-                # we ignore the second arg as the data item/mime-part is constant (RFC822)
-                mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
+                # we ignore the second arg as the data item/mime-part is
+                # constant (RFC822)
+                mocked_imaplib_server.fetch = mock.Mock(
+                    side_effect=lambda x, _: imap_emails[x])
                with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
-                    mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
+                    mocked_imaplib.IMAP4 = mock.Mock(
+                        return_value=mocked_imaplib_server)
                    call_command('get_email')

            ticket1 = get_object_or_404(Ticket, pk=1)
@ -382,7 +439,8 @@ class GetEmailParametricTemplate(object):
           For each email source supported, we mock the backend to provide
           authentically formatted responses containing our test data."""

-        # example email text from Python docs: https://docs.python.org/3/library/email-examples.html
+        # example email text from Python docs:
+        # https://docs.python.org/3/library/email-examples.html
        from email.mime.multipart import MIMEMultipart
        from email.mime.text import MIMEText

@ -396,7 +454,8 @@ class GetEmailParametricTemplate(object):
        cc = cc_one + ", " + cc_two
        subject = "Link"

-        # Create message container - the correct MIME type is multipart/alternative.
+        # Create message container - the correct MIME type is
+        # multipart/alternative.
        msg = MIMEMultipart('alternative')
        msg['Subject'] = subject
        msg['From'] = me
@ -446,38 +505,51 @@ class GetEmailParametricTemplate(object):

                    call_command('get_email')

-                    mocked_listdir.assert_called_with('/var/lib/mail/helpdesk/')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename1')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename2')
+                    mocked_listdir.assert_called_with(
+                        '/var/lib/mail/helpdesk/')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename1')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename2')

            elif self.method == 'pop3':
-                # mock poplib.POP3's list and retr methods to provide responses as per RFC 1939
+                # mock poplib.POP3's list and retr methods to provide responses
+                # as per RFC 1939
                pop3_emails = {
                    '1': ("+OK", msg.as_string().split('\n')),
                    '2': ("+OK", msg.as_string().split('\n')),
                }
-                pop3_mail_list = ("+OK 2 messages", ("1 %d" % test_mail_len, "2 %d" % test_mail_len))
+                pop3_mail_list = ("+OK 2 messages", ("1 %d" %
+                                                     test_mail_len, "2 %d" % test_mail_len))
                mocked_poplib_server = mock.Mock()
-                mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
-                mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails[x])
+                mocked_poplib_server.list = mock.Mock(
+                    return_value=pop3_mail_list)
+                mocked_poplib_server.retr = mock.Mock(
+                    side_effect=lambda x: pop3_emails[x])
                with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
-                    mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
+                    mocked_poplib.POP3 = mock.Mock(
+                        return_value=mocked_poplib_server)
                    call_command('get_email')

            elif self.method == 'imap':
-                # mock imaplib.IMAP4's search and fetch methods with responses from RFC 3501
+                # mock imaplib.IMAP4's search and fetch methods with responses
+                # from RFC 3501
                imap_emails = {
                    "1": ("OK", (("1", msg.as_string()),)),
                    "2": ("OK", (("2", msg.as_string()),)),
                }
                imap_mail_list = ("OK", ("1 2",))
                mocked_imaplib_server = mock.Mock()
-                mocked_imaplib_server.search = mock.Mock(return_value=imap_mail_list)
+                mocked_imaplib_server.search = mock.Mock(
+                    return_value=imap_mail_list)

-                # we ignore the second arg as the data item/mime-part is constant (RFC822)
-                mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
+                # we ignore the second arg as the data item/mime-part is
+                # constant (RFC822)
+                mocked_imaplib_server.fetch = mock.Mock(
+                    side_effect=lambda x, _: imap_emails[x])
                with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
-                    mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
+                    mocked_imaplib.IMAP4 = mock.Mock(
+                        return_value=mocked_imaplib_server)
                    call_command('get_email')

            ticket1 = get_object_or_404(Ticket, pk=1)
@ -537,41 +609,54 @@ class GetEmailParametricTemplate(object):

                    call_command('get_email')

-                    mocked_listdir.assert_called_with('/var/lib/mail/helpdesk/')
-                    mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename1')
+                    mocked_listdir.assert_called_with(
+                        '/var/lib/mail/helpdesk/')
+                    mocked_isfile.assert_any_call(
+                        '/var/lib/mail/helpdesk/filename1')

            elif self.method == 'pop3':
-                # mock poplib.POP3's list and retr methods to provide responses as per RFC 1939
+                # mock poplib.POP3's list and retr methods to provide responses
+                # as per RFC 1939
                pop3_emails = {
                    '1': ("+OK", test_email.split('\n')),
                }
                pop3_mail_list = ("+OK 1 message", ("1 %d" % test_mail_len))
                mocked_poplib_server = mock.Mock()
-                mocked_poplib_server.list = mock.Mock(return_value=pop3_mail_list)
-                mocked_poplib_server.retr = mock.Mock(side_effect=lambda x: pop3_emails['1'])
+                mocked_poplib_server.list = mock.Mock(
+                    return_value=pop3_mail_list)
+                mocked_poplib_server.retr = mock.Mock(
+                    side_effect=lambda x: pop3_emails['1'])
                with mock.patch('helpdesk.email.poplib', autospec=True) as mocked_poplib:
-                    mocked_poplib.POP3 = mock.Mock(return_value=mocked_poplib_server)
+                    mocked_poplib.POP3 = mock.Mock(
+                        return_value=mocked_poplib_server)
                    call_command('get_email')

            elif self.method == 'imap':
-                # mock imaplib.IMAP4's search and fetch methods with responses from RFC 3501
+                # mock imaplib.IMAP4's search and fetch methods with responses
+                # from RFC 3501
                imap_emails = {
                    "1": ("OK", (("1", test_email),)),
                }
                imap_mail_list = ("OK", ("1",))
                mocked_imaplib_server = mock.Mock()
-                mocked_imaplib_server.search = mock.Mock(return_value=imap_mail_list)
+                mocked_imaplib_server.search = mock.Mock(
+                    return_value=imap_mail_list)

-                # we ignore the second arg as the data item/mime-part is constant (RFC822)
-                mocked_imaplib_server.fetch = mock.Mock(side_effect=lambda x, _: imap_emails[x])
+                # we ignore the second arg as the data item/mime-part is
+                # constant (RFC822)
+                mocked_imaplib_server.fetch = mock.Mock(
+                    side_effect=lambda x, _: imap_emails[x])
                with mock.patch('helpdesk.email.imaplib', autospec=True) as mocked_imaplib:
-                    mocked_imaplib.IMAP4 = mock.Mock(return_value=mocked_imaplib_server)
+                    mocked_imaplib.IMAP4 = mock.Mock(
+                        return_value=mocked_imaplib_server)
                    call_command('get_email')

            ticket1 = get_object_or_404(Ticket, pk=1)
            self.assertEqual(ticket1.ticket_for_url, "QQ-%s" % ticket1.id)
-            self.assertEqual(ticket1.title, "example email that crashes django-helpdesk get_email")
-            self.assertEqual(ticket1.description, """hi, thanks for looking into this :)\n\nhttps://github.com/django-helpdesk/django-helpdesk/issues/567#issuecomment-342954233""")
+            self.assertEqual(
+                ticket1.title, "example email that crashes django-helpdesk get_email")
+            self.assertEqual(
+                ticket1.description, """hi, thanks for looking into this :)\n\nhttps://github.com/django-helpdesk/django-helpdesk/issues/567#issuecomment-342954233""")
            # MIME part should be attached to follow up
            followup1 = get_object_or_404(FollowUp, pk=1)
            self.assertEqual(followup1.ticket.id, 1)
@ -680,9 +765,11 @@ class GetEmailCCHandling(TestCase):
        self.assertEqual(len(TicketCC.objects.filter(ticket=1)), 1)
        ccstaff = get_object_or_404(TicketCC, pk=1)
        self.assertEqual(ccstaff.user, User.objects.get(username='staff'))
-        self.assertEqual(ticket1.assigned_to, User.objects.get(username='assigned'))
+        self.assertEqual(ticket1.assigned_to,
+                         User.objects.get(username='assigned'))

-        # example email text from Django docs: https://docs.djangoproject.com/en/1.10/ref/unicode/
+        # example email text from Django docs:
+        # https://docs.djangoproject.com/en/1.10/ref/unicode/
        test_email_from = "submitter@example.com"
        # NOTE: CC emails are in alphabetical order and must be tested as such!
        # implementation uses sets, so only way to ensure tickets created
@ -694,7 +781,10 @@ class GetEmailCCHandling(TestCase):
        ticket_user_emails = "assigned@example.com, staff@example.com, submitter@example.com, observer@example.com, queue@example.com"
        test_email_subject = "[CC-1] My visit to Sør-Trøndelag"
        test_email_body = "Unicode helpdesk comment with an s-hat (ŝ) via email."
-        test_email = "To: queue@example.com\nCc: " + test_email_cc_one + ", " + test_email_cc_one + ", " + test_email_cc_two + ", " + test_email_cc_three + "\nCC: " + test_email_cc_one + ", " + test_email_cc_three + ", " + test_email_cc_four + ", " + ticket_user_emails + "\nFrom: " + test_email_from + "\nSubject: " + test_email_subject + "\n\n" + test_email_body
+        test_email = "To: queue@example.com\nCc: " + test_email_cc_one + ", " + test_email_cc_one + ", " + test_email_cc_two + ", " + test_email_cc_three + "\nCC: " + test_email_cc_one + \
+            ", " + test_email_cc_three + ", " + test_email_cc_four + ", " + ticket_user_emails + \
+            "\nFrom: " + test_email_from + "\nSubject: " + \
+            test_email_subject + "\n\n" + test_email_body
        test_mail_len = len(test_email)

        with mock.patch('os.listdir') as mocked_listdir, \
@ -755,5 +845,6 @@ for method, socks in case_matrix:
    test_name = str(
        "TestGetEmail%s%s" % (method.capitalize(), socks_str))

-    cl = type(test_name, (GetEmailParametricTemplate, TestCase), {"method": method, "socks": socks})
+    cl = type(test_name, (GetEmailParametricTemplate, TestCase),
+              {"method": method, "socks": socks})
    setattr(thismodule, test_name, cl)
--- a/helpdesk/tests/test_kb.py
+++ b/helpdesk/tests/test_kb.py
@ -4,7 +4,8 @@ from django.test import TestCase

 from helpdesk.models import KBCategory, KBItem, Queue, Ticket

-from helpdesk.tests.helpers import (get_staff_user, reload_urlconf, User, create_ticket, print_response)
+from helpdesk.tests.helpers import (
+    get_staff_user, reload_urlconf, User, create_ticket, print_response)


 class KBTests(TestCase):
@ -43,13 +44,16 @@ class KBTests(TestCase):
        self.assertContains(response, 'This is a test category')

    def test_kb_category(self):
-        response = self.client.get(reverse('helpdesk:kb_category', args=("test_cat", )))
+        response = self.client.get(
+            reverse('helpdesk:kb_category', args=("test_cat", )))
        self.assertContains(response, 'This is a test category')
        self.assertContains(response, 'KBItem 1')
        self.assertContains(response, 'KBItem 2')
        self.assertContains(response, 'Create New Ticket Queue:')
-        self.client.login(username=self.user.get_username(), password='password')
-        response = self.client.get(reverse('helpdesk:kb_category', args=("test_cat", )))
+        self.client.login(username=self.user.get_username(),
+                          password='password')
+        response = self.client.get(
+            reverse('helpdesk:kb_category', args=("test_cat", )))
        self.assertContains(response, '<i class="fa fa-thumbs-up fa-lg"></i>')
        self.assertContains(response, '0 open tickets')
        ticket = Ticket.objects.create(
@ -58,23 +62,30 @@ class KBTests(TestCase):
            kbitem=self.kbitem1,
        )
        ticket.save()
-        response = self.client.get(reverse('helpdesk:kb_category', args=("test_cat",)))
+        response = self.client.get(
+            reverse('helpdesk:kb_category', args=("test_cat",)))
        self.assertContains(response, '1 open tickets')

    def test_kb_vote(self):
-        self.client.login(username=self.user.get_username(), password='password')
-        response = self.client.get(reverse('helpdesk:kb_vote', args=(self.kbitem1.pk,)) + "?vote=up")
-        cat_url = reverse('helpdesk:kb_category', args=("test_cat",)) + "?kbitem=1"
+        self.client.login(username=self.user.get_username(),
+                          password='password')
+        response = self.client.get(
+            reverse('helpdesk:kb_vote', args=(self.kbitem1.pk,)) + "?vote=up")
+        cat_url = reverse('helpdesk:kb_category',
+                          args=("test_cat",)) + "?kbitem=1"
        self.assertRedirects(response, cat_url)
        response = self.client.get(cat_url)
        self.assertContains(response, '1 people found this answer useful of 1')
-        response = self.client.get(reverse('helpdesk:kb_vote', args=(self.kbitem1.pk,)) + "?vote=down")
+        response = self.client.get(
+            reverse('helpdesk:kb_vote', args=(self.kbitem1.pk,)) + "?vote=down")
        self.assertRedirects(response, cat_url)
        response = self.client.get(cat_url)
        self.assertContains(response, '0 people found this answer useful of 1')

    def test_kb_category_iframe(self):
-        cat_url = reverse('helpdesk:kb_category', args=("test_cat",)) + "?kbitem=1&submitter_email=foo@bar.cz&title=lol&"
+        cat_url = reverse('helpdesk:kb_category', args=(
+            "test_cat",)) + "?kbitem=1&submitter_email=foo@bar.cz&title=lol&"
        response = self.client.get(cat_url)
        # Assert that query params are passed on to ticket submit form
-        self.assertContains(response, "'/helpdesk/tickets/submit/?queue=1&_readonly_fields_=queue&kbitem=1&submitter_email=foo%40bar.cz&amp;title=lol")
+        self.assertContains(
+            response, "'/tickets/submit/?queue=1&_readonly_fields_=queue&kbitem=1&submitter_email=foo%40bar.cz&amp;title=lol")
--- a/helpdesk/tests/test_navigation.py
+++ b/helpdesk/tests/test_navigation.py
@ -6,7 +6,9 @@ from django.test import TestCase

 from helpdesk import settings as helpdesk_settings
 from helpdesk.models import Queue
-from helpdesk.tests.helpers import (get_staff_user, reload_urlconf, User, create_ticket, print_response)
+from helpdesk.tests.helpers import (
+    get_staff_user, reload_urlconf, User, create_ticket, print_response)
+from django.test.utils import override_settings


 class KBDisabledTestCase(TestCase):
@ -25,13 +27,15 @@ class KBDisabledTestCase(TestCase):
        """Test proper rendering of navigation.html by accessing the dashboard"""
        from django.urls import NoReverseMatch

-        self.client.login(username=get_staff_user().get_username(), password='password')
+        self.client.login(username=get_staff_user(
+        ).get_username(), password='password')
        self.assertRaises(NoReverseMatch, reverse, 'helpdesk:kb_index')
        try:
            response = self.client.get(reverse('helpdesk:dashboard'))
        except NoReverseMatch as e:
            if 'helpdesk:kb_index' in e.message:
-                self.fail("Please verify any unchecked references to helpdesk_kb_index (start with navigation.html)")
+                self.fail(
+                    "Please verify any unchecked references to helpdesk_kb_index (start with navigation.html)")
            else:
                raise
        else:
@ -74,7 +78,8 @@ class NonStaffUsersAllowedTestCase(StaffUserTestCaseMixin, TestCase):
        """
        from helpdesk.decorators import is_helpdesk_staff

-        user = User.objects.create_user(username='henry.wensleydale', password='gouda', email='wensleydale@example.com')
+        user = User.objects.create_user(
+            username='henry.wensleydale', password='gouda', email='wensleydale@example.com')

        self.assertTrue(is_helpdesk_staff(user))

@ -89,7 +94,9 @@ class StaffUsersOnlyTestCase(StaffUserTestCaseMixin, TestCase):

    def setUp(self):
        super().setUp()
-        self.non_staff_user = User.objects.create_user(username='henry.wensleydale', password='gouda', email='wensleydale@example.com')
+        self.non_staff_user_password = "gouda"
+        self.non_staff_user = User.objects.create_user(
+            username='henry.wensleydale', password=self.non_staff_user_password, email='wensleydale@example.com')

    def test_staff_user_detection(self):
        """Staff and non-staff users are correctly identified"""
@ -116,7 +123,8 @@ class StaffUsersOnlyTestCase(StaffUserTestCaseMixin, TestCase):
        from helpdesk.decorators import is_helpdesk_staff

        user = self.non_staff_user
-        self.client.login(username=user.username, password=user.password)
+        self.client.login(username=user.username,
+                          password=self.non_staff_user_password)
        response = self.client.get(reverse('helpdesk:dashboard'), follow=True)
        self.assertTemplateUsed(response, 'helpdesk/registration/login.html')

@ -125,30 +133,35 @@ class StaffUsersOnlyTestCase(StaffUserTestCaseMixin, TestCase):
        staff users should be able to access rss feeds.
        """
        user = get_staff_user()
-        self.client.login(username=user.username, password='password')
-        response = self.client.get(reverse('helpdesk:rss_unassigned'), follow=True)
+        self.client.login(username=user.username, password="password")
+        response = self.client.get(
+            reverse('helpdesk:rss_unassigned'), follow=True)
        self.assertContains(response, 'Unassigned Open and Reopened tickets')

+    @override_settings(HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE=False)
    def test_non_staff_cannot_rss(self):
        """If HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE is False,
        non-staff users should not be able to access rss feeds.
        """
        user = self.non_staff_user
-        self.client.login(username=user.username, password='password')
+        self.client.login(username=user.username,
+                          password=self.non_staff_user_password)
        queue = Queue.objects.create(
            title="Foo",
            slug="test_queue",
        )
        rss_urls = [
            reverse('helpdesk:rss_user', args=[user.username]),
-            reverse('helpdesk:rss_user_queue', args=[user.username, 'test_queue']),
+            reverse('helpdesk:rss_user_queue', args=[
+                    user.username, 'test_queue']),
            reverse('helpdesk:rss_queue', args=['test_queue']),
            reverse('helpdesk:rss_unassigned'),
            reverse('helpdesk:rss_activity'),
        ]
        for rss_url in rss_urls:
            response = self.client.get(rss_url, follow=True)
-            self.assertTemplateUsed(response, 'helpdesk/registration/login.html')
+            self.assertTemplateUsed(
+                response, 'helpdesk/registration/login.html')


 class CustomStaffUserTestCase(StaffUserTestCaseMixin, TestCase):
@ -165,7 +178,8 @@ class CustomStaffUserTestCase(StaffUserTestCaseMixin, TestCase):
        """
        from helpdesk.decorators import is_helpdesk_staff

-        user = User.objects.create_user(username='henry.wensleydale', password='gouda', email='wensleydale@example.com')
+        user = User.objects.create_user(
+            username='henry.wensleydale', password='gouda', email='wensleydale@example.com')

        self.assertTrue(is_helpdesk_staff(user))

@ -176,7 +190,8 @@ class CustomStaffUserTestCase(StaffUserTestCaseMixin, TestCase):
    def test_custom_staff_fail(self):
        from helpdesk.decorators import is_helpdesk_staff

-        user = User.objects.create_user(username='terry.milton', password='frog', email='milton@example.com')
+        user = User.objects.create_user(
+            username='terry.milton', password='frog', email='milton@example.com')

        self.assertFalse(is_helpdesk_staff(user))

@ -261,7 +276,8 @@ class ReturnToTicketTestCase(TestCase):
    def test_non_staff_user(self):
        from helpdesk.views.staff import return_to_ticket

-        user = User.objects.create_user(username='henry.wensleydale', password='gouda', email='wensleydale@example.com')
+        user = User.objects.create_user(
+            username='henry.wensleydale', password='gouda', email='wensleydale@example.com')
        ticket = create_ticket()
        response = return_to_ticket(user, helpdesk_settings, ticket)
        self.assertEqual(response['location'], ticket.ticket_url)
--- a/helpdesk/tests/test_per_queue_staff_permission.py
+++ b/helpdesk/tests/test_per_queue_staff_permission.py
@ -56,11 +56,13 @@ class PerQueueStaffMembershipTestCase(TestCase):

            for ticket_number in range(1, identifier + 1):
                Ticket.objects.create(
-                    title='Unassigned Ticket %d in Queue %d' % (ticket_number, identifier),
+                    title='Unassigned Ticket %d in Queue %d' % (
+                        ticket_number, identifier),
                    queue=queue,
                )
                Ticket.objects.create(
-                    title='Ticket %d in Queue %d Assigned to User_%d' % (ticket_number, identifier, identifier),
+                    title='Ticket %d in Queue %d Assigned to User_%d' % (
+                        ticket_number, identifier, identifier),
                    queue=queue,
                    assigned_to=user,
                )
@ -80,7 +82,8 @@ class PerQueueStaffMembershipTestCase(TestCase):

        # Regular users
        for identifier in self.IDENTIFIERS:
-            self.client.login(username='User_%d' % identifier, password=str(identifier))
+            self.client.login(username='User_%d' %
+                              identifier, password=str(identifier))
            response = self.client.get(reverse('helpdesk:dashboard'))
            self.assertEqual(
                len(response.context['unassigned_tickets']),
@ -117,7 +120,8 @@ class PerQueueStaffMembershipTestCase(TestCase):

        # Regular users
        for identifier in self.IDENTIFIERS:
-            self.client.login(username='User_%d' % identifier, password=str(identifier))
+            self.client.login(username='User_%d' %
+                              identifier, password=str(identifier))
            response = self.client.get(reverse('helpdesk:report_index'))
            self.assertEqual(
                len(response.context['dash_tickets']),
@ -164,9 +168,11 @@ class PerQueueStaffMembershipTestCase(TestCase):
        """
        # Regular users
        for identifier in self.IDENTIFIERS:
-            self.client.login(username='User_%d' % identifier, password=str(identifier))
+            self.client.login(username='User_%d' %
+                              identifier, password=str(identifier))
            response = self.client.get(reverse('helpdesk:list'))
-            tickets = __Query__(HelpdeskUser(self.identifier_users[identifier]), base64query=response.context['urlsafe_query']).get()
+            tickets = __Query__(HelpdeskUser(
+                self.identifier_users[identifier]), base64query=response.context['urlsafe_query']).get()
            self.assertEqual(
                len(tickets),
                identifier * 2,
@ -186,7 +192,8 @@ class PerQueueStaffMembershipTestCase(TestCase):
        # Superuser
        self.client.login(username='superuser', password='superuser')
        response = self.client.get(reverse('helpdesk:list'))
-        tickets = __Query__(HelpdeskUser(self.superuser), base64query=response.context['urlsafe_query']).get()
+        tickets = __Query__(HelpdeskUser(self.superuser),
+                            base64query=response.context['urlsafe_query']).get()
        self.assertEqual(
            len(tickets),
            6,
@ -201,7 +208,8 @@ class PerQueueStaffMembershipTestCase(TestCase):
        """
        # Regular users
        for identifier in self.IDENTIFIERS:
-            self.client.login(username='User_%d' % identifier, password=str(identifier))
+            self.client.login(username='User_%d' %
+                              identifier, password=str(identifier))
            response = self.client.get(
                reverse('helpdesk:run_report', kwargs={'report': 'userqueue'})
            )
@ -212,9 +220,11 @@ class PerQueueStaffMembershipTestCase(TestCase):
                2,
                'Queues in report were not properly limited by queue membership'
            )
-            # Each user should see a total number of tickets equal to twice their ID
+            # Each user should see a total number of tickets equal to twice
+            # their ID
            self.assertEqual(
-                sum([sum(user_tickets[1:]) for user_tickets in response.context['data']]),
+                sum([sum(user_tickets[1:])
+                     for user_tickets in response.context['data']]),
                identifier * 2,
                'Tickets in report were not properly limited by queue membership'
            )
@ -224,7 +234,8 @@ class PerQueueStaffMembershipTestCase(TestCase):
                2,
                'Queue choices were not properly limited by queue membership'
            )
-            # The queue each user can pick should be the queue named after their ID
+            # The queue each user can pick should be the queue named after
+            # their ID
            self.assertEqual(
                response.context['headings'][1],
                "Queue %d" % identifier,
@ -245,7 +256,8 @@ class PerQueueStaffMembershipTestCase(TestCase):
        )
        # Superuser should see the total ticket count of three tickets
        self.assertEqual(
-            sum([sum(user_tickets[1:]) for user_tickets in response.context['data']]),
+            sum([sum(user_tickets[1:])
+                 for user_tickets in response.context['data']]),
            6,
            'Tickets in report were improperly limited by queue membership for a superuser'
        )
--- a/helpdesk/tests/test_public_actions.py
+++ b/helpdesk/tests/test_public_actions.py
@ -70,7 +70,8 @@ class PublicActionsTestCase(TestCase):
        self.assertTemplateNotUsed(response, 'helpdesk/public_view_form.html')
        self.assertEqual(ticket.status, Ticket.CLOSED_STATUS)
        self.assertEqual(ticket.resolution, resolution_text)
-        self.assertEqual(current_followups + 1, ticket.followup_set.all().count())
+        self.assertEqual(current_followups + 1,
+                         ticket.followup_set.all().count())

        ticket.resolution = old_resolution
        ticket.status = old_status
--- a/helpdesk/tests/test_query.py
+++ b/helpdesk/tests/test_query.py
@ -5,7 +5,8 @@ from django.urls import reverse
 from helpdesk.models import KBCategory, KBItem, Queue, Ticket
 from helpdesk.query import query_to_base64

-from helpdesk.tests.helpers import (get_staff_user, reload_urlconf, User, create_ticket, print_response)
+from helpdesk.tests.helpers import (
+    get_staff_user, reload_urlconf, User, create_ticket, print_response)


 class QueryTests(TestCase):
@ -58,7 +59,8 @@ class QueryTests(TestCase):
    def test_query_basic(self):
        self.loginUser()
        query = query_to_base64({})
-        response = self.client.get(reverse('helpdesk:datatables_ticket_list', args=[query]))
+        response = self.client.get(
+            reverse('helpdesk:datatables_ticket_list', args=[query]))
        self.assertEqual(
            response.json(),
            {
@ -76,12 +78,14 @@ class QueryTests(TestCase):
        query = query_to_base64(
            {'filtering': {'kbitem__in': [self.kbitem1.pk]}}
        )
-        response = self.client.get(reverse('helpdesk:datatables_ticket_list', args=[query]))
+        response = self.client.get(
+            reverse('helpdesk:datatables_ticket_list', args=[query]))
        self.assertEqual(
            response.json(),
            {
                "data":
-                [{"ticket": "2 [test_queue-2]", "id": 2, "priority": 3, "title": "assigned to kbitem", "queue": {"title": "Test queue", "id": 1}, "status": "Open", "created": "now", "due_date": None, "assigned_to": "None", "submitter": None, "row_class": "", "time_spent": "", "kbitem": "KBItem 1"}],
+                [{"ticket": "2 [test_queue-2]", "id": 2, "priority": 3, "title": "assigned to kbitem", "queue": {"title": "Test queue", "id": 1}, "status": "Open",
+                    "created": "now", "due_date": None, "assigned_to": "None", "submitter": None, "row_class": "", "time_spent": "", "kbitem": "KBItem 1"}],
                "recordsFiltered": 1,
                "recordsTotal": 1,
                "draw": 0,
@ -93,12 +97,14 @@ class QueryTests(TestCase):
        query = query_to_base64(
            {'filtering_or': {'kbitem__in': [self.kbitem1.pk]}}
        )
-        response = self.client.get(reverse('helpdesk:datatables_ticket_list', args=[query]))
+        response = self.client.get(
+            reverse('helpdesk:datatables_ticket_list', args=[query]))
        self.assertEqual(
            response.json(),
            {
                "data":
-                [{"ticket": "2 [test_queue-2]", "id": 2, "priority": 3, "title": "assigned to kbitem", "queue": {"title": "Test queue", "id": 1}, "status": "Open", "created": "now", "due_date": None, "assigned_to": "None", "submitter": None, "row_class": "", "time_spent": "", "kbitem": "KBItem 1"}],
+                [{"ticket": "2 [test_queue-2]", "id": 2, "priority": 3, "title": "assigned to kbitem", "queue": {"title": "Test queue", "id": 1}, "status": "Open",
+                    "created": "now", "due_date": None, "assigned_to": "None", "submitter": None, "row_class": "", "time_spent": "", "kbitem": "KBItem 1"}],
                "recordsFiltered": 1,
                "recordsTotal": 1,
                "draw": 0,
--- a/helpdesk/tests/test_ticket_actions.py
+++ b/helpdesk/tests/test_ticket_actions.py
@ -78,10 +78,13 @@ class TicketActionsTestCase(TestCase):
        ticket = Ticket.objects.create(**ticket_data)
        ticket_id = ticket.id

-        response = self.client.get(reverse('helpdesk:delete', kwargs={'ticket_id': ticket_id}), follow=True)
-        self.assertContains(response, 'Are you sure you want to delete this ticket')
+        response = self.client.get(reverse('helpdesk:delete', kwargs={
+                                   'ticket_id': ticket_id}), follow=True)
+        self.assertContains(
+            response, 'Are you sure you want to delete this ticket')

-        response = self.client.post(reverse('helpdesk:delete', kwargs={'ticket_id': ticket_id}), follow=True)
+        response = self.client.post(reverse('helpdesk:delete', kwargs={
+                                    'ticket_id': ticket_id}), follow=True)
        first_redirect = response.redirect_chain[0]
        first_redirect_url = first_redirect[0]

@ -123,7 +126,8 @@ class TicketActionsTestCase(TestCase):
        post_data = {
            'owner': self.user2.id,
        }
-        response = self.client.post(reverse('helpdesk:update', kwargs={'ticket_id': ticket_id}), post_data, follow=True)
+        response = self.client.post(reverse('helpdesk:update', kwargs={
+                                    'ticket_id': ticket_id}), post_data, follow=True)
        self.assertContains(response, 'Changed Owner from User_1 to User_2')

        # change status with users email assigned and submitter email assigned,
@ -142,14 +146,16 @@ class TicketActionsTestCase(TestCase):

        # do this also to a newly assigned user (different from logged in one)
        ticket.assigned_to = self.user
-        response = self.client.post(reverse('helpdesk:update', kwargs={'ticket_id': ticket_id}), post_data, follow=True)
+        response = self.client.post(reverse('helpdesk:update', kwargs={
+                                    'ticket_id': ticket_id}), post_data, follow=True)
        self.assertContains(response, 'Changed Status from Open to Closed')
        post_data = {
            'new_status': Ticket.OPEN_STATUS,
            'owner': self.user2.id,
            'public': True
        }
-        response = self.client.post(reverse('helpdesk:update', kwargs={'ticket_id': ticket_id}), post_data, follow=True)
+        response = self.client.post(reverse('helpdesk:update', kwargs={
+                                    'ticket_id': ticket_id}), post_data, follow=True)
        self.assertContains(response, 'Changed Status from Open to Closed')

    def test_can_access_ticket(self):
@ -175,8 +181,10 @@ class TicketActionsTestCase(TestCase):
        # create ticket
        helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = True
        ticket = Ticket.objects.create(**initial_data)
-        self.assertEqual(HelpdeskUser(self.user).can_access_ticket(ticket), True)
-        self.assertEqual(HelpdeskUser(self.user2).can_access_ticket(ticket), False)
+        self.assertEqual(HelpdeskUser(
+            self.user).can_access_ticket(ticket), True)
+        self.assertEqual(HelpdeskUser(
+            self.user2).can_access_ticket(ticket), False)

    def test_num_to_link(self):
        """Test that we are correctly expanding links to tickets from IDs"""
@ -197,10 +205,13 @@ class TicketActionsTestCase(TestCase):

        # generate the URL text
        result = num_to_link('this is ticket#%s' % ticket_id)
-        self.assertEqual(result, "this is ticket <a href='/helpdesk/tickets/%s/' class='ticket_link_status ticket_link_status_Open'>#%s</a>" % (ticket_id, ticket_id))
+        self.assertEqual(
+            result, "this is ticket <a href='/tickets/%s/' class='ticket_link_status ticket_link_status_Open'>#%s</a>" % (ticket_id, ticket_id))

-        result2 = num_to_link('whoa another ticket is here #%s huh' % ticket_id)
-        self.assertEqual(result2, "whoa another ticket is here  <a href='/helpdesk/tickets/%s/' class='ticket_link_status ticket_link_status_Open'>#%s</a> huh" % (ticket_id, ticket_id))
+        result2 = num_to_link(
+            'whoa another ticket is here #%s huh' % ticket_id)
+        self.assertEqual(
+            result2, "whoa another ticket is here  <a href='/tickets/%s/' class='ticket_link_status ticket_link_status_Open'>#%s</a> huh" % (ticket_id, ticket_id))

    def test_create_ticket_getform(self):
        self.loginUser()
@ -221,7 +232,8 @@ class TicketActionsTestCase(TestCase):
            status=Ticket.RESOLVED_STATUS,
            resolution='Awesome resolution for ticket 1'
        )
-        ticket_1_follow_up = ticket_1.followup_set.create(title='Ticket 1 creation')
+        ticket_1_follow_up = ticket_1.followup_set.create(
+            title='Ticket 1 creation')
        ticket_1_cc = ticket_1.ticketcc_set.create(user=self.user)
        ticket_1_created = ticket_1.created
        due_date = timezone.now()
@ -233,7 +245,8 @@ class TicketActionsTestCase(TestCase):
            due_date=due_date,
            assigned_to=self.user
        )
-        ticket_2_follow_up = ticket_1.followup_set.create(title='Ticket 2 creation')
+        ticket_2_follow_up = ticket_1.followup_set.create(
+            title='Ticket 2 creation')
        ticket_2_cc = ticket_2.ticketcc_set.create(email='random@mail.com')

        # Create custom fields and set values for tickets
@ -243,16 +256,19 @@ class TicketActionsTestCase(TestCase):
            data_type='varchar',
        )
        ticket_1_field_1 = 'This is for the test field'
-        ticket_1.ticketcustomfieldvalue_set.create(field=custom_field_1, value=ticket_1_field_1)
+        ticket_1.ticketcustomfieldvalue_set.create(
+            field=custom_field_1, value=ticket_1_field_1)
        ticket_2_field_1 = 'Another test text'
-        ticket_2.ticketcustomfieldvalue_set.create(field=custom_field_1, value=ticket_2_field_1)
+        ticket_2.ticketcustomfieldvalue_set.create(
+            field=custom_field_1, value=ticket_2_field_1)
        custom_field_2 = CustomField.objects.create(
            name='number',
            label='Number',
            data_type='integer',
        )
        ticket_2_field_2 = '444'
-        ticket_2.ticketcustomfieldvalue_set.create(field=custom_field_2, value=ticket_2_field_2)
+        ticket_2.ticketcustomfieldvalue_set.create(
+            field=custom_field_2, value=ticket_2_field_2)

        # Check that it correctly redirects to the intermediate page
        response = self.client.post(
@ -263,7 +279,8 @@ class TicketActionsTestCase(TestCase):
            },
            follow=True
        )
-        redirect_url = '%s?tickets=%s&tickets=%s' % (reverse('helpdesk:merge_tickets'), ticket_1.id, ticket_2.id)
+        redirect_url = '%s?tickets=%s&tickets=%s' % (
+            reverse('helpdesk:merge_tickets'), ticket_1.id, ticket_2.id)
        self.assertRedirects(response, redirect_url)
        self.assertContains(response, ticket_1.description)
        self.assertContains(response, ticket_1.resolution)
@ -301,7 +318,11 @@ class TicketActionsTestCase(TestCase):
        self.assertEqual(ticket_1.submitter_email, ticket_2.submitter_email)
        self.assertEqual(ticket_1.description, ticket_2.description)
        self.assertEqual(ticket_1.assigned_to, ticket_2.assigned_to)
-        self.assertEqual(ticket_1.ticketcustomfieldvalue_set.get(field=custom_field_1).value, ticket_1_field_1)
-        self.assertEqual(ticket_1.ticketcustomfieldvalue_set.get(field=custom_field_2).value, ticket_2_field_2)
-        self.assertEqual(list(ticket_1.followup_set.all()), [ticket_1_follow_up, ticket_2_follow_up])
-        self.assertEqual(list(ticket_1.ticketcc_set.all()), [ticket_1_cc, ticket_2_cc])
+        self.assertEqual(ticket_1.ticketcustomfieldvalue_set.get(
+            field=custom_field_1).value, ticket_1_field_1)
+        self.assertEqual(ticket_1.ticketcustomfieldvalue_set.get(
+            field=custom_field_2).value, ticket_2_field_2)
+        self.assertEqual(list(ticket_1.followup_set.all()), [
+                         ticket_1_follow_up, ticket_2_follow_up])
+        self.assertEqual(list(ticket_1.ticketcc_set.all()),
+                         [ticket_1_cc, ticket_2_cc])
--- a/helpdesk/tests/test_ticket_lookup.py
+++ b/helpdesk/tests/test_ticket_lookup.py
@ -57,7 +57,8 @@ class TestTicketLookupPublicEnabled(TestCase):

    def test_add_email_to_ticketcc_if_not_in(self):
        staff_email = 'staff@mail.com'
-        staff_user = User.objects.create(username='staff', email=staff_email, is_staff=True)
+        staff_user = User.objects.create(
+            username='staff', email=staff_email, is_staff=True)
        self.ticket.assigned_to = staff_user
        self.ticket.save()
        email_1 = 'user1@mail.com'
@ -66,20 +67,25 @@ class TestTicketLookupPublicEnabled(TestCase):
        # Add new email to CC
        email_2 = 'user2@mail.com'
        ticketcc_2 = self.ticket.add_email_to_ticketcc_if_not_in(email=email_2)
-        self.assertEqual(list(self.ticket.ticketcc_set.all()), [ticketcc_1, ticketcc_2])
+        self.assertEqual(list(self.ticket.ticketcc_set.all()),
+                         [ticketcc_1, ticketcc_2])

        # Add existing email, doesn't change anything
        self.ticket.add_email_to_ticketcc_if_not_in(email=email_1)
-        self.assertEqual(list(self.ticket.ticketcc_set.all()), [ticketcc_1, ticketcc_2])
+        self.assertEqual(list(self.ticket.ticketcc_set.all()),
+                         [ticketcc_1, ticketcc_2])

        # Add mail from assigned user, doesn't change anything
        self.ticket.add_email_to_ticketcc_if_not_in(email=staff_email)
-        self.assertEqual(list(self.ticket.ticketcc_set.all()), [ticketcc_1, ticketcc_2])
+        self.assertEqual(list(self.ticket.ticketcc_set.all()),
+                         [ticketcc_1, ticketcc_2])
        self.ticket.add_email_to_ticketcc_if_not_in(user=staff_user)
-        self.assertEqual(list(self.ticket.ticketcc_set.all()), [ticketcc_1, ticketcc_2])
+        self.assertEqual(list(self.ticket.ticketcc_set.all()),
+                         [ticketcc_1, ticketcc_2])

        # Move a ticketCC from ticket 1 to ticket 2
-        ticket_2 = Ticket.objects.create(queue=self.ticket.queue, title='Ticket 2', submitter_email=email_2)
+        ticket_2 = Ticket.objects.create(
+            queue=self.ticket.queue, title='Ticket 2', submitter_email=email_2)
        self.assertEqual(ticket_2.ticketcc_set.count(), 0)
        ticket_2.add_email_to_ticketcc_if_not_in(ticketcc=ticketcc_1)
        self.assertEqual(ticketcc_1.ticket, ticket_2)
--- a/helpdesk/tests/test_ticket_submission.py
+++ b/helpdesk/tests/test_ticket_submission.py
@ -51,7 +51,6 @@ class TicketBasicsTestCase(TestCase):
        self.client = Client()

    def test_create_ticket_instance_from_payload(self):
-
        """
        Ensure that a <Ticket> instance is created whenever an email is sent to a public queue.
        """
@ -76,7 +75,8 @@ class TicketBasicsTestCase(TestCase):
            'priority': 3,
        }

-        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home'), post_data, follow=True)
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]
@ -95,7 +95,6 @@ class TicketBasicsTestCase(TestCase):
        # Follow up is anonymous
        self.assertIsNone(ticket.followup_set.first().user)

-
    def test_create_ticket_public_with_hidden_fields(self):
        email_count = len(mail.outbox)

@ -110,11 +109,11 @@ class TicketBasicsTestCase(TestCase):
            'priority': 4,
        }

-        response = self.client.post(reverse('helpdesk:home') + "?_hide_fields_=priority", post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home') + "?_hide_fields_=priority", post_data, follow=True)
        ticket = Ticket.objects.last()
        self.assertEqual(ticket.priority, 4)

-
    def test_create_ticket_authorized(self):
        email_count = len(mail.outbox)
        self.client.force_login(self.user)
@ -130,7 +129,8 @@ class TicketBasicsTestCase(TestCase):
            'priority': 3,
        }

-        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home'), post_data, follow=True)
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]
@ -188,7 +188,8 @@ class TicketBasicsTestCase(TestCase):
            'custom_textfield': 'This is my custom text.',
        }

-        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home'), post_data, follow=True)

        custom_field_1.delete()
        last_redirect = response.redirect_chain[-1]
@ -221,7 +222,8 @@ class TicketBasicsTestCase(TestCase):
            'priority': 3,
        }

-        response = self.client.post(reverse('helpdesk:home'), post_data, follow=True)
+        response = self.client.post(
+            reverse('helpdesk:home'), post_data, follow=True)
        last_redirect = response.redirect_chain[-1]
        last_redirect_url = last_redirect[0]
        # last_redirect_status = last_redirect[1]
@ -266,7 +268,6 @@ class EmailInteractionsTestCase(TestCase):
        }

    def test_create_ticket_from_email_with_message_id(self):
-
        """
        Ensure that a <Ticket> instance is created whenever an email is sent to a public queue.
        Also, make sure that the RFC 2822 field "message-id" is stored on the <Ticket.submitter_email_id>
@ -302,7 +303,6 @@ class EmailInteractionsTestCase(TestCase):
        self.assertIn(submitter_email, mail.outbox[0].to)

    def test_create_ticket_from_email_without_message_id(self):
-
        """
        Ensure that a <Ticket> instance is created whenever an email is sent to a public queue.
        Also, make sure that the RFC 2822 field "message-id" is stored on the <Ticket.submitter_email_id>
@ -322,7 +322,8 @@ class EmailInteractionsTestCase(TestCase):

        object_from_message(str(msg), self.queue_public, logger=logger)

-        ticket = Ticket.objects.get(title=self.ticket_data['title'], queue=self.queue_public, submitter_email=submitter_email)
+        ticket = Ticket.objects.get(
+            title=self.ticket_data['title'], queue=self.queue_public, submitter_email=submitter_email)

        self.assertEqual(ticket.ticket_for_url, "mq1-%s" % ticket.id)

@ -417,8 +418,10 @@ class EmailInteractionsTestCase(TestCase):
        # Ensure that the submitter is notified
        self.assertIn(submitter_email, mail.outbox[0].to)

-        # Ensure that the queue's email was not subscribed to the event notifications.
-        self.assertRaises(TicketCC.DoesNotExist, TicketCC.objects.get, ticket=ticket, email=to_list[0])
+        # Ensure that the queue's email was not subscribed to the event
+        # notifications.
+        self.assertRaises(TicketCC.DoesNotExist,
+                          TicketCC.objects.get, ticket=ticket, email=to_list[0])

        for cc_email in cc_list:

@ -649,17 +652,18 @@ class EmailInteractionsTestCase(TestCase):
        # the new and update queues (+2)

        # Ensure that the submitter is notified
-        self.assertIn(submitter_email, mail.outbox[expected_email_count - 1].to)
-
-        # Ensure that contacts on cc_list will be notified on the same email (index 0)
-        for cc_email in cc_list:
-            self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)
-
-            # Even after 2 messages with the same cc_list,
-            # <get> MUST return only one object
-            ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
-            self.assertTrue(ticket_cc.ticket, ticket)
-            self.assertTrue(ticket_cc.email, cc_email)
+        # DISABLED, iterating a cc_list against a mailbox list can not work
+        # self.assertIn(submitter_email, mail.outbox[expected_email_count - 1].to)
+        #
+        # # Ensure that contacts on cc_list will be notified on the same email (index 0)
+        # for cc_email in cc_list:
+        #     self.assertIn(cc_email, mail.outbox[expected_email_count - 1].to)
+        #
+        #     # Even after 2 messages with the same cc_list,
+        #     # <get> MUST return only one object
+        #     ticket_cc = TicketCC.objects.get(ticket=ticket, email=cc_email)
+        #     self.assertTrue(ticket_cc.ticket, ticket)
+        #     self.assertTrue(ticket_cc.email, cc_email)

    def test_create_followup_from_email_with_invalid_message_id(self):
        """
@ -824,14 +828,16 @@ class EmailInteractionsTestCase(TestCase):
        msg.__setitem__('Message-ID', message_id)
        msg.__setitem__('Subject', self.ticket_data['title'])
        msg.__setitem__('From', submitter_email)
-        msg.__setitem__('To', self.queue_public_with_notifications_disabled.email_address)
+        msg.__setitem__(
+            'To', self.queue_public_with_notifications_disabled.email_address)
        msg.__setitem__('Cc', ','.join(cc_list))
        msg.__setitem__('Content-Type', 'text/plain;')
        msg.set_payload(self.ticket_data['description'])

        email_count = len(mail.outbox)

-        object_from_message(str(msg), self.queue_public_with_notifications_disabled, logger=logger)
+        object_from_message(
+            str(msg), self.queue_public_with_notifications_disabled, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
@ -953,14 +959,16 @@ class EmailInteractionsTestCase(TestCase):
        msg.__setitem__('Message-ID', message_id)
        msg.__setitem__('Subject', self.ticket_data['title'])
        msg.__setitem__('From', submitter_email)
-        msg.__setitem__('To', self.queue_public_with_notifications_disabled.email_address)
+        msg.__setitem__(
+            'To', self.queue_public_with_notifications_disabled.email_address)
        msg.__setitem__('Cc', ','.join(cc_list))
        msg.__setitem__('Content-Type', 'text/plain;')
        msg.set_payload(self.ticket_data['description'])

        email_count = len(mail.outbox)

-        object_from_message(str(msg), self.queue_public_with_notifications_disabled, logger=logger)
+        object_from_message(
+            str(msg), self.queue_public_with_notifications_disabled, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
@ -993,11 +1001,13 @@ class EmailInteractionsTestCase(TestCase):
        reply.__setitem__('In-Reply-To', message_id)
        reply.__setitem__('Subject', self.ticket_data['title'])
        reply.__setitem__('From', submitter_email)
-        reply.__setitem__('To', self.queue_public_with_notifications_disabled.email_address)
+        reply.__setitem__(
+            'To', self.queue_public_with_notifications_disabled.email_address)
        reply.__setitem__('Content-Type', 'text/plain;')
        reply.set_payload(self.ticket_data['description'])

-        object_from_message(str(reply), self.queue_public_with_notifications_disabled, logger=logger)
+        object_from_message(
+            str(reply), self.queue_public_with_notifications_disabled, logger=logger)

        followup = FollowUp.objects.get(message_id=message_id)
        ticket = Ticket.objects.get(id=followup.ticket.id)
@ -1092,8 +1102,12 @@ class EmailInteractionsTestCase(TestCase):
            answer="A KB Item",
        )
        self.kbitem1.save()
-        cat_url = reverse('helpdesk:submit') + "?kbitem=1&submitter_email=foo@bar.cz&title=lol"
+        cat_url = reverse('helpdesk:submit') + \
+            "?kbitem=1&submitter_email=foo@bar.cz&title=lol"
        response = self.client.get(cat_url)
-        self.assertContains(response, '<option value="1" selected>KBItem 1</option>')
-        self.assertContains(response, '<input type="email" name="submitter_email" value="foo@bar.cz" class="form-control form-control" required id="id_submitter_email">')
-        self.assertContains(response, '<input type="text" name="title" value="lol" class="form-control form-control" maxlength="100" required id="id_title">')
+        self.assertContains(
+            response, '<option value="1" selected>KBItem 1</option>')
+        self.assertContains(
+            response, '<input type="email" name="submitter_email" value="foo@bar.cz" class="form-control form-control" required id="id_submitter_email">')
+        self.assertContains(
+            response, '<input type="text" name="title" value="lol" class="form-control form-control" maxlength="100" required id="id_title">')
--- a/helpdesk/tests/test_usersettings.py
+++ b/helpdesk/tests/test_usersettings.py
@ -26,5 +26,6 @@ class TicketActionsTestCase(TestCase):

    def test_get_user_settings(self):

-        response = self.client.get(reverse('helpdesk:user_settings'), follow=True)
+        response = self.client.get(
+            reverse('helpdesk:user_settings'), follow=True)
        self.assertContains(response, "Use the following options")
--- a/helpdesk/tests/urls.py
+++ b/helpdesk/tests/urls.py
@ -2,6 +2,6 @@ from django.urls import include, path
 from django.contrib import admin

 urlpatterns = [
-    path('helpdesk/', include('helpdesk.urls', namespace='helpdesk')),
+    path('', include('helpdesk.urls', namespace='helpdesk')),
    path('admin/', admin.site.urls),
 ]
--- a/helpdesk/urls.py
+++ b/helpdesk/urls.py
@ -17,7 +17,7 @@ from rest_framework.routers import DefaultRouter
 from helpdesk.decorators import helpdesk_staff_member_required, protect_view
 from helpdesk.views import feeds, staff, public, login
 from helpdesk import settings as helpdesk_settings
-from helpdesk.views.api import TicketViewSet, CreateUserView
+from helpdesk.views.api import TicketViewSet, CreateUserView, FollowUpViewSet, FollowUpAttachmentViewSet

 if helpdesk_settings.HELPDESK_KB_ENABLED:
    from helpdesk.views import kb
@ -43,251 +43,204 @@ class DirectTemplateView(TemplateView):
        return context


-app_name = 'helpdesk'
+app_name = "helpdesk"

-base64_pattern = r'(?:[A-Za-z0-9+/]{4})*(?:[A-Za-z0-9+/]{2}==|[A-Za-z0-9+/]{3}=)?$'
+base64_pattern = r"(?:[A-Za-z0-9+/]{4})*(?:[A-Za-z0-9+/]{2}==|[A-Za-z0-9+/]{3}=)?$"

 urlpatterns = [
-    path('dashboard/',
-        staff.dashboard,
-        name='dashboard'),
-
-    path('tickets/',
-        staff.ticket_list,
-        name='list'),
-
-    path('tickets/update/',
-        staff.mass_update,
-        name='mass_update'),
-
-    path('tickets/merge',
-        staff.merge_tickets,
-        name='merge_tickets'),
-
-    path('tickets/<int:ticket_id>/',
-        staff.view_ticket,
-        name='view'),
-
-    path('tickets/<int:ticket_id>/followup_edit/<int:followup_id>/',
+    path("dashboard/", staff.dashboard, name="dashboard"),
+    path("tickets/", staff.ticket_list, name="list"),
+    path("tickets/update/", staff.mass_update, name="mass_update"),
+    path("tickets/merge", staff.merge_tickets, name="merge_tickets"),
+    path("tickets/<int:ticket_id>/", staff.view_ticket, name="view"),
+    path(
+        "tickets/<int:ticket_id>/followup_edit/<int:followup_id>/",
        staff.followup_edit,
-        name='followup_edit'),
-
-    path('tickets/<int:ticket_id>/followup_delete/<int:followup_id>/',
+        name="followup_edit",
+    ),
+    path(
+        "tickets/<int:ticket_id>/followup_delete/<int:followup_id>/",
        staff.followup_delete,
-        name='followup_delete'),
-
-    path('tickets/<int:ticket_id>/edit/',
-        staff.edit_ticket,
-        name='edit'),
-
-    path('tickets/<int:ticket_id>/update/',
-        staff.update_ticket,
-        name='update'),
-
-    path('tickets/<int:ticket_id>/delete/',
-        staff.delete_ticket,
-        name='delete'),
-
-    path('tickets/<int:ticket_id>/hold/',
-        staff.hold_ticket,
-        name='hold'),
-
-    path('tickets/<int:ticket_id>/unhold/',
-        staff.unhold_ticket,
-        name='unhold'),
-
-    path('tickets/<int:ticket_id>/cc/',
-        staff.ticket_cc,
-        name='ticket_cc'),
-
-    path('tickets/<int:ticket_id>/cc/add/',
-        staff.ticket_cc_add,
-        name='ticket_cc_add'),
-
-    path('tickets/<int:ticket_id>/cc/delete/<int:cc_id>/',
+        name="followup_delete",
+    ),
+    path("tickets/<int:ticket_id>/edit/", staff.edit_ticket, name="edit"),
+    path("tickets/<int:ticket_id>/update/",
+         staff.update_ticket, name="update"),
+    path("tickets/<int:ticket_id>/delete/",
+         staff.delete_ticket, name="delete"),
+    path("tickets/<int:ticket_id>/hold/", staff.hold_ticket, name="hold"),
+    path("tickets/<int:ticket_id>/unhold/",
+         staff.unhold_ticket, name="unhold"),
+    path("tickets/<int:ticket_id>/cc/", staff.ticket_cc, name="ticket_cc"),
+    path("tickets/<int:ticket_id>/cc/add/",
+         staff.ticket_cc_add, name="ticket_cc_add"),
+    path(
+        "tickets/<int:ticket_id>/cc/delete/<int:cc_id>/",
        staff.ticket_cc_del,
-        name='ticket_cc_del'),
-
-    path('tickets/<int:ticket_id>/dependency/add/',
+        name="ticket_cc_del",
+    ),
+    path(
+        "tickets/<int:ticket_id>/dependency/add/",
        staff.ticket_dependency_add,
-        name='ticket_dependency_add'),
-
-    path('tickets/<int:ticket_id>/dependency/delete/<int:dependency_id>/',
+        name="ticket_dependency_add",
+    ),
+    path(
+        "tickets/<int:ticket_id>/dependency/delete/<int:dependency_id>/",
        staff.ticket_dependency_del,
-        name='ticket_dependency_del'),
-
-    path('tickets/<int:ticket_id>/attachment_delete/<int:attachment_id>/',
+        name="ticket_dependency_del",
+    ),
+    path(
+        "tickets/<int:ticket_id>/attachment_delete/<int:attachment_id>/",
        staff.attachment_del,
-        name='attachment_del'),
-
-    re_path(r'^raw/(?P<type>\w+)/$',
-        staff.raw_details,
-        name='raw'),
-
-    path('rss/',
-        staff.rss_list,
-        name='rss_index'),
-
-    path('reports/',
-        staff.report_index,
-        name='report_index'),
-
-    re_path(r'^reports/(?P<report>\w+)/$',
-        staff.run_report,
-        name='run_report'),
-
-    path('save_query/',
-        staff.save_query,
-        name='savequery'),
-
-    path('delete_query/<int:id>/',
-        staff.delete_saved_query,
-        name='delete_query'),
-
-    path('settings/',
-        staff.EditUserSettingsView.as_view(),
-        name='user_settings'),
-
-    path('ignore/',
-        staff.email_ignore,
-        name='email_ignore'),
-
-    path('ignore/add/',
-        staff.email_ignore_add,
-        name='email_ignore_add'),
-
-    path('ignore/delete/<int:id>/',
-        staff.email_ignore_del,
-        name='email_ignore_del'),
-
-    re_path(r'^datatables_ticket_list/(?P<query>{})$'.format(base64_pattern),
+        name="attachment_del",
+    ),
+    re_path(r"^raw/(?P<type>\w+)/$", staff.raw_details, name="raw"),
+    path("rss/", staff.rss_list, name="rss_index"),
+    path("reports/", staff.report_index, name="report_index"),
+    re_path(r"^reports/(?P<report>\w+)/$",
+            staff.run_report, name="run_report"),
+    path("save_query/", staff.save_query, name="savequery"),
+    path("delete_query/<int:id>/", staff.delete_saved_query, name="delete_query"),
+    path("settings/", staff.EditUserSettingsView.as_view(), name="user_settings"),
+    path("ignore/", staff.email_ignore, name="email_ignore"),
+    path("ignore/add/", staff.email_ignore_add, name="email_ignore_add"),
+    path("ignore/delete/<int:id>/",
+         staff.email_ignore_del, name="email_ignore_del"),
+    re_path(
+        r"^datatables_ticket_list/(?P<query>{})$".format(base64_pattern),
        staff.datatables_ticket_list,
-        name="datatables_ticket_list"),
-
-    re_path(r'^timeline_ticket_list/(?P<query>{})$'.format(base64_pattern),
+        name="datatables_ticket_list",
+    ),
+    re_path(
+        r"^timeline_ticket_list/(?P<query>{})$".format(base64_pattern),
        staff.timeline_ticket_list,
-        name="timeline_ticket_list"),
-
+        name="timeline_ticket_list",
+    ),
 ]

 if helpdesk_settings.HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET:
    urlpatterns += [
-            url(r'^tickets/(?P<ticket_id>[0-9]+)/dependency/add/$',
+        re_path(
+            r"^tickets/(?P<ticket_id>[0-9]+)/dependency/add/$",
            staff.ticket_dependency_add,
-            name='ticket_dependency_add'),
-
-        url(r'^tickets/(?P<ticket_id>[0-9]+)/dependency/delete/(?P<dependency_id>[0-9]+)/$',
+            name="ticket_dependency_add",
+        ),
+        re_path(
+            r"^tickets/(?P<ticket_id>[0-9]+)/dependency/delete/(?P<dependency_id>[0-9]+)/$",
            staff.ticket_dependency_del,
-            name='ticket_dependency_del'),
+            name="ticket_dependency_del",
+        ),
    ]

 urlpatterns += [
-    path('',
-        protect_view(public.Homepage.as_view()),
-        name='home'),
-
-    path('tickets/submit/',
-        public.create_ticket,
-        name='submit'),
-
-    path('tickets/submit_iframe/',
+    path("", protect_view(public.Homepage.as_view()), name="home"),
+    path("tickets/submit/", public.create_ticket, name="submit"),
+    path(
+        "tickets/submit_iframe/",
        public.CreateTicketIframeView.as_view(),
-        name='submit_iframe'),
-
-    path('tickets/success_iframe/',  # Ticket was submitted successfully
+        name="submit_iframe",
+    ),
+    path(
+        "tickets/success_iframe/",  # Ticket was submitted successfully
        public.SuccessIframeView.as_view(),
-        name='success_iframe'),
-
-    path('view/',
-        public.view_ticket,
-        name='public_view'),
-
-    path('change_language/',
-        public.change_language,
-        name='public_change_language'),
+        name="success_iframe",
+    ),
+    path("view/", public.view_ticket, name="public_view"),
+    path("change_language/", public.change_language,
+         name="public_change_language"),
 ]

 urlpatterns += [
-    path('rss/user/<str:user_name>/',
+    re_path(
+        r"^rss/user/(?P<user_name>[a-zA-Z0-9\_\.]+)/",
        helpdesk_staff_member_required(feeds.OpenTicketsByUser()),
-        name='rss_user'),
-
-    re_path(r'^rss/user/(?P<user_name>[^/]+)/(?P<queue_slug>[A-Za-z0-9_-]+)/$',
+        name="rss_user",
+    ),
+    re_path(
+        r"^rss/user/(?P<user_name>[^/]+)/(?P<queue_slug>[A-Za-z0-9_-]+)/$",
        helpdesk_staff_member_required(feeds.OpenTicketsByUser()),
-        name='rss_user_queue'),
-
-    re_path(r'^rss/queue/(?P<queue_slug>[A-Za-z0-9_-]+)/$',
+        name="rss_user_queue",
+    ),
+    re_path(
+        r"^rss/queue/(?P<queue_slug>[A-Za-z0-9_-]+)/$",
        helpdesk_staff_member_required(feeds.OpenTicketsByQueue()),
-        name='rss_queue'),
-
-    path('rss/unassigned/',
+        name="rss_queue",
+    ),
+    path(
+        "rss/unassigned/",
        helpdesk_staff_member_required(feeds.UnassignedTickets()),
-        name='rss_unassigned'),
-
-    path('rss/recent_activity/',
+        name="rss_unassigned",
+    ),
+    path(
+        "rss/recent_activity/",
        helpdesk_staff_member_required(feeds.RecentFollowUps()),
-        name='rss_activity'),
+        name="rss_activity",
+    ),
 ]


 # API is added to url conf based on the setting (False by default)
 if helpdesk_settings.HELPDESK_ACTIVATE_API_ENDPOINT:
    router = DefaultRouter()
-    router.register(r'tickets', TicketViewSet, basename='ticket')
-    router.register(r'users', CreateUserView, basename='user')
-    urlpatterns += [
-        url(r'^api/', include(router.urls))
-    ]
+    router.register(r"tickets", TicketViewSet, basename="ticket")
+    router.register(r"followups", FollowUpViewSet, basename="followups")
+    router.register(r"followups-attachments",
+                    FollowUpAttachmentViewSet, basename="followupattachments")
+    router.register(r"users", CreateUserView, basename="user")
+    urlpatterns += [re_path(r"^api/", include(router.urls))]


 urlpatterns += [
-    path('login/',
-        login.login,
-        name='login'),
-
-    path('logout/',
+    path("login/", login.login, name="login"),
+    path(
+        "logout/",
        auth_views.LogoutView.as_view(
-            template_name='helpdesk/registration/login.html',
-            next_page='../'),
-        name='logout'),
-
-    path('password_change/',
+            template_name="helpdesk/registration/login.html", next_page="../"
+        ),
+        name="logout",
+    ),
+    path(
+        "password_change/",
        auth_views.PasswordChangeView.as_view(
-            template_name='helpdesk/registration/change_password.html',
-            success_url='./done'),
-        name='password_change'),
-
-    path('password_change/done',
+            template_name="helpdesk/registration/change_password.html",
+            success_url="./done",
+        ),
+        name="password_change",
+    ),
+    path(
+        "password_change/done",
        auth_views.PasswordChangeDoneView.as_view(
-            template_name='helpdesk/registration/change_password_done.html',),
-        name='password_change_done'),
+            template_name="helpdesk/registration/change_password_done.html",
+        ),
+        name="password_change_done",
+    ),
 ]

 if helpdesk_settings.HELPDESK_KB_ENABLED:
    urlpatterns += [
-        path('kb/',
-            kb.index,
-            name='kb_index'),
-
-        re_path(r'^kb/(?P<slug>[A-Za-z0-9_-]+)/$',
-            kb.category,
-            name='kb_category'),
-
-        path('kb/<int:item>/vote/',
-            kb.vote,
-            name='kb_vote'),
-
-        re_path(r'^kb_iframe/(?P<slug>[A-Za-z0-9_-]+)/$',
+        path("kb/", kb.index, name="kb_index"),
+        re_path(r"^kb/(?P<slug>[A-Za-z0-9_-]+)/$",
+                kb.category, name="kb_category"),
+        path("kb/<int:item>/vote/", kb.vote, name="kb_vote"),
+        re_path(
+            r"^kb_iframe/(?P<slug>[A-Za-z0-9_-]+)/$",
            kb.category_iframe,
-            name='kb_category_iframe'),
+            name="kb_category_iframe",
+        ),
    ]

 urlpatterns += [
-    path('help/context/',
-        TemplateView.as_view(template_name='helpdesk/help_context.html'),
-        name='help_context'),
-
-    path('system_settings/',
-        login_required(DirectTemplateView.as_view(template_name='helpdesk/system_settings.html')),
-        name='system_settings'),
+    path(
+        "help/context/",
+        TemplateView.as_view(template_name="helpdesk/help_context.html"),
+        name="help_context",
+    ),
+    path(
+        "system_settings/",
+        login_required(
+            DirectTemplateView.as_view(
+                template_name="helpdesk/system_settings.html")
+        ),
+        name="system_settings",
+    ),
 ]
--- a/helpdesk/user.py
+++ b/helpdesk/user.py
@ -11,6 +11,7 @@ if helpdesk_settings.HELPDESK_KB_ENABLED:
        KBItem
    )

+
 def huser_from_request(req):
    return HelpdeskUser(req.user)

@ -33,7 +34,8 @@ class HelpdeskUser:
            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)]
+            id_list = [q.pk for q in all_queues if user.has_perm(
+                q.permission_name)]
            id_list += public_ids
            return all_queues.filter(pk__in=id_list)
        else:
--- a/helpdesk/validators.py
+++ b/helpdesk/validators.py
@ -4,8 +4,11 @@

 from django.conf import settings

-#TODO: can we use the builtin Django validator instead?
-# see: https://docs.djangoproject.com/en/4.0/ref/validators/#fileextensionvalidator
+# TODO: can we use the builtin Django validator instead?
+# see:
+# https://docs.djangoproject.com/en/4.0/ref/validators/#fileextensionvalidator
+
+
 def validate_file_extension(value):
    import os
    from django.core.exceptions import ValidationError
@ -19,9 +22,12 @@ def validate_file_extension(value):
    if hasattr(settings, 'VALID_EXTENSIONS'):
        valid_extensions = settings.VALID_EXTENSIONS
    else:
-        valid_extensions = ['.txt', '.asc', '.htm', '.html', '.pdf', '.doc', '.docx', '.odt', '.jpg', '.png', '.eml']
+        valid_extensions = ['.txt', '.asc', '.htm', '.html',
+                            '.pdf', '.doc', '.docx', '.odt', '.jpg', '.png', '.eml']

    if not ext.lower() in valid_extensions:
-        # TODO: one more check in case it is a file with no extension; we should always allow that?
+        # TODO: one more check in case it is a file with no extension; we
+        # should always allow that?
        if not (ext.lower() == '' or ext.lower() == '.'):
-            raise ValidationError('Unsupported file extension: %s.' % ext.lower())
+            raise ValidationError(
+                'Unsupported file extension: %s.' % ext.lower())
--- a/helpdesk/views/abstract_views.py
+++ b/helpdesk/views/abstract_views.py
@ -6,15 +6,18 @@ class AbstractCreateTicketMixin():
        initial_data = {}
        request = self.request
        try:
-            initial_data['queue'] = Queue.objects.get(slug=request.GET.get('queue', None)).id
+            initial_data['queue'] = Queue.objects.get(
+                slug=request.GET.get('queue', None)).id
        except Queue.DoesNotExist:
            pass
        u = request.user
        if u.is_authenticated and u.usersettings_helpdesk.use_email_as_submitter and u.email:
            initial_data['submitter_email'] = u.email

-        query_param_fields = ['submitter_email', 'title', 'body', 'queue', 'kbitem']
-        custom_fields = ["custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
+        query_param_fields = ['submitter_email',
+                              'title', 'body', 'queue', 'kbitem']
+        custom_fields = [
+            "custom_%s" % f.name for f in CustomField.objects.filter(staff_only=False)]
        query_param_fields += custom_fields
        for qpf in query_param_fields:
            initial_data[qpf] = request.GET.get(qpf, initial_data.get(qpf, ""))
@ -29,7 +32,8 @@ class AbstractCreateTicketMixin():
        )
        if kbitem:
            try:
-                kwargs['kbcategory'] = KBItem.objects.get(pk=int(kbitem)).category
+                kwargs['kbcategory'] = KBItem.objects.get(
+                    pk=int(kbitem)).category
            except (ValueError, KBItem.DoesNotExist):
                pass
        return kwargs
--- a/helpdesk/views/api.py
+++ b/helpdesk/views/api.py
@ -4,8 +4,8 @@ from rest_framework.viewsets import GenericViewSet
 from rest_framework.mixins import CreateModelMixin
 from django.contrib.auth import get_user_model

-from helpdesk.models import Ticket
-from helpdesk.serializers import TicketSerializer, UserSerializer
+from helpdesk.models import Ticket, FollowUp, FollowUpAttachment
+from helpdesk.serializers import TicketSerializer, UserSerializer, FollowUpSerializer, FollowUpAttachmentSerializer


 class TicketViewSet(viewsets.ModelViewSet):
@ -28,6 +28,18 @@ class TicketViewSet(viewsets.ModelViewSet):
        return ticket


+class FollowUpViewSet(viewsets.ModelViewSet):
+    queryset = FollowUp.objects.all()
+    serializer_class = FollowUpSerializer
+    permission_classes = [IsAdminUser]
+
+
+class FollowUpAttachmentViewSet(viewsets.ModelViewSet):
+    queryset = FollowUpAttachment.objects.all()
+    serializer_class = FollowUpAttachmentSerializer
+    permission_classes = [IsAdminUser]
+
+
 class CreateUserView(CreateModelMixin, GenericViewSet):
    queryset = get_user_model().objects.all()
    serializer_class = UserSerializer
--- a/helpdesk/views/feeds.py
+++ b/helpdesk/views/feeds.py
@ -123,7 +123,8 @@ class RecentFollowUps(Feed):
    description_template = 'helpdesk/rss/recent_activity_description.html'

    title = _('Helpdesk: Recent Followups')
-    description = _('Recent FollowUps, such as e-mail replies, comments, attachments and resolutions')
+    description = _(
+        'Recent FollowUps, such as e-mail replies, comments, attachments and resolutions')
    link = '/tickets/'  # reverse('helpdesk:list')

    def items(self):
--- a/helpdesk/views/public.py
+++ b/helpdesk/views/public.py
@ -45,7 +45,8 @@ class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):

    def get_form_class(self):
        try:
-            the_module, the_form_class = helpdesk_settings.HELPDESK_PUBLIC_TICKET_FORM_CLASS.rsplit(".", 1)
+            the_module, the_form_class = helpdesk_settings.HELPDESK_PUBLIC_TICKET_FORM_CLASS.rsplit(
+                ".", 1)
            the_module = import_module(the_module)
            the_form_class = getattr(the_module, the_form_class)
        except Exception as e:
@ -87,7 +88,8 @@ class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
                    "Public queue '%s' is configured as default but can't be found",
                    settings.HELPDESK_PUBLIC_TICKET_QUEUE
                )
-                raise ImproperlyConfigured("Wrong public queue configuration") from e
+                raise ImproperlyConfigured(
+                    "Wrong public queue configuration") from e
        if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY'):
            initial_data['priority'] = settings.HELPDESK_PUBLIC_TICKET_PRIORITY
        if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_DUE_DATE'):
@ -97,8 +99,10 @@ class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
    def get_form_kwargs(self, *args, **kwargs):
        kwargs = super().get_form_kwargs(*args, **kwargs)
        if '_hide_fields_' in self.request.GET:
-            kwargs['hidden_fields'] = self.request.GET.get('_hide_fields_', '').split(',')
-        kwargs['readonly_fields'] = self.request.GET.get('_readonly_fields_', '').split(',')
+            kwargs['hidden_fields'] = self.request.GET.get(
+                '_hide_fields_', '').split(',')
+        kwargs['readonly_fields'] = self.request.GET.get(
+            '_readonly_fields_', '').split(',')
        return kwargs

    def form_valid(self, form):
@ -107,7 +111,8 @@ class BaseCreateTicketView(abstract_views.AbstractCreateTicketMixin, FormView):
            # This submission is spam. Let's not save it.
            return render(request, template_name='helpdesk/public_spam.html')
        else:
-            ticket = form.save(user=self.request.user if self.request.user.is_authenticated else None)
+            ticket = form.save(
+                user=self.request.user if self.request.user.is_authenticated else None)
            try:
                return HttpResponseRedirect('%s?ticket=%s&email=%s&key=%s' % (
                    reverse('helpdesk:public_view'),
@ -146,7 +151,8 @@ class CreateTicketView(BaseCreateTicketView):

    def get_form(self, form_class=None):
        form = super().get_form(form_class)
-        # Add the CSS error class to the form in order to better see them in the page
+        # Add the CSS error class to the form in order to better see them in
+        # the page
        form.error_css_class = 'text-danger'
        return form

@ -156,7 +162,8 @@ class Homepage(CreateTicketView):

    def get_context_data(self, **kwargs):
        context = super().get_context_data(**kwargs)
-        context['kb_categories'] = huser_from_request(self.request).get_allowed_kb_categories()
+        context['kb_categories'] = huser_from_request(
+            self.request).get_allowed_kb_categories()
        return context


@ -170,7 +177,8 @@ def search_for_ticket(request, error_message=None):
            'helpdesk_settings': helpdesk_settings,
        })
    else:
-        raise PermissionDenied("Public viewing of tickets without a secret key is forbidden.")
+        raise PermissionDenied(
+            "Public viewing of tickets without a secret key is forbidden.")


@protect_view
@ -188,9 +196,11 @@ def view_ticket(request):
    queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
    try:
        if hasattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC') and settings.HELPDESK_VIEW_A_TICKET_PUBLIC:
-            ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email)
+            ticket = Ticket.objects.get(
+                id=ticket_id, submitter_email__iexact=email)
        else:
-            ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email, secret_key__iexact=key)
+            ticket = Ticket.objects.get(
+                id=ticket_id, submitter_email__iexact=email, secret_key__iexact=key)
    except (ObjectDoesNotExist, ValueError):
        return search_for_ticket(request, _('Invalid ticket ID or e-mail address. Please try again.'))

--- a/helpdesk/views/staff.py
+++ b/helpdesk/views/staff.py
@ -110,7 +110,8 @@ def dashboard(request):
    # page vars for the three ticket tables
    user_tickets_page = request.GET.get(_('ut_page'), 1)
    user_tickets_closed_resolved_page = request.GET.get(_('utcr_page'), 1)
-    all_tickets_reported_by_current_user_page = request.GET.get(_('atrbcu_page'), 1)
+    all_tickets_reported_by_current_user_page = request.GET.get(
+        _('atrbcu_page'), 1)

    huser = HelpdeskUser(request.user)
    active_tickets = Ticket.objects.select_related('queue').exclude(
@ -335,7 +336,8 @@ def view_ticket(request, ticket_id):
        return update_ticket(request, ticket_id)

    if 'subscribe' in request.GET:
-        # Allow the user to subscribe him/herself to the ticket whilst viewing it.
+        # 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:
@ -361,9 +363,11 @@ def view_ticket(request, ticket_id):
        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)
+        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)
+        users = User.objects.filter(
+            is_active=True).order_by(User.USERNAME_FIELD)

    queues = HelpdeskUser(request.user).get_queues()
    queue_choices = _get_queue_choices(queues)
@ -378,7 +382,8 @@ def view_ticket(request, ticket_id):
    if submitter_userprofile is not None:
        content_type = ContentType.objects.get_for_model(submitter_userprofile)
        submitter_userprofile_url = reverse(
-            'admin:{app}_{model}_change'.format(app=content_type.app_label, model=content_type.model),
+            'admin:{app}_{model}_change'.format(
+                app=content_type.app_label, model=content_type.model),
            kwargs={'object_id': submitter_userprofile.id}
        )
    else:
@ -439,7 +444,8 @@ def subscribe_to_ticket_updates(ticket, user=None, email=None, can_view=True, ca

    if ticket is not None:

-        queryset = TicketCC.objects.filter(ticket=ticket, user=user, email=email)
+        queryset = TicketCC.objects.filter(
+            ticket=ticket, user=user, email=email)

        # Don't create duplicate entries for subscribers
        if queryset.count() > 0:
@ -509,7 +515,8 @@ def update_ticket(request, ticket_id, public=False):
    due_date_month = int(request.POST.get('due_date_month', 0))
    due_date_day = int(request.POST.get('due_date_day', 0))
    if request.POST.get("time_spent"):
-        (hours, minutes) = [int(f) for f in request.POST.get("time_spent").split(":")]
+        (hours, minutes) = [int(f)
+                            for f in request.POST.get("time_spent").split(":")]
        time_spent = timedelta(hours=hours, minutes=minutes)
    else:
        time_spent = None
@ -530,12 +537,14 @@ def update_ticket(request, ticket_id, public=False):
        if not (due_date_year and due_date_month and due_date_day):
            due_date = ticket.due_date
        else:
-            # NOTE: must be an easier way to create a new date than doing it this way?
+            # NOTE: must be an easier way to create a new date than doing it
+            # this way?
            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)
+            due_date = due_date.replace(
+                due_date_year, due_date_month, due_date_day)

    no_changes = all([
        not request.FILES,
@ -559,7 +568,8 @@ def update_ticket(request, ticket_id, public=False):
    # 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').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM')
    comment = comment.replace(
        'X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%'
    ).replace(
@ -699,7 +709,8 @@ def update_ticket(request, ticket_id, public=False):
        }
        if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_change:
            roles['assigned_to'] = (template + 'cc', context)
-        messages_sent_to.update(ticket.send(roles, dont_send_to=messages_sent_to, fail_silently=True, files=files,))
+        messages_sent_to.update(ticket.send(
+            roles, dont_send_to=messages_sent_to, fail_silently=True, files=files,))

    if reassigned:
        template_staff = 'assigned_owner'
@ -741,7 +752,8 @@ def update_ticket(request, ticket_id, public=False):

    # 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)
+        ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(
+            request.user, ticket)
        if SHOW_SUBSCRIBE:
            subscribe_staff_member_to_ticket(ticket, request.user)

@ -779,9 +791,11 @@ def mass_update(request):
        user = request.user
        action = 'assign'
    elif action == 'merge':
-        # Redirect to the Merge View with selected tickets id in the GET request
+        # Redirect to the Merge View with selected tickets id in the GET
+        # request
        return redirect(
-            reverse('helpdesk:merge_tickets') + '?' + '&'.join(['tickets=%s' % ticket_id for ticket_id in tickets])
+            reverse('helpdesk:merge_tickets') + '?' +
+            '&'.join(['tickets=%s' % ticket_id for ticket_id in tickets])
        )

    huser = HelpdeskUser(request.user)
@ -871,7 +885,8 @@ def mass_update(request):
 mass_update = staff_member_required(mass_update)


-# Prepare ticket attributes which will be displayed in the table to choose which value to keep when merging
+# Prepare ticket attributes which will be displayed in the table to choose
+# which value to keep when merging
 ticket_attributes = (
    ('created', _('Created date')),
    ('due_date', _('Due on')),
@ -914,7 +929,8 @@ def merge_tickets(request):
            # Prepare the value for each custom fields of this ticket
            for custom_field in custom_fields:
                try:
-                    value = ticket.ticketcustomfieldvalue_set.get(field=custom_field).value
+                    value = ticket.ticketcustomfieldvalue_set.get(
+                        field=custom_field).value
                except (TicketCustomFieldValue.DoesNotExist, ValueError):
                    value = default
                ticket.values[custom_field.name] = {
@ -925,11 +941,13 @@ def merge_tickets(request):
        if request.method == 'POST':
            # Find which ticket has been chosen to be the main one
            try:
-                chosen_ticket = tickets.get(id=request.POST.get('chosen_ticket'))
+                chosen_ticket = tickets.get(
+                    id=request.POST.get('chosen_ticket'))
            except Ticket.DoesNotExist:
                ticket_select_form.add_error(
                    field='tickets',
-                    error=_('Please choose a ticket in which the others will be merged into.')
+                    error=_(
+                        'Please choose a ticket in which the others will be merged into.')
                )
            else:
                # Save ticket fields values
@ -945,7 +963,8 @@ def merge_tickets(request):
                        if attribute.startswith('get_') and attribute.endswith('_display'):
                            # Keep only the FIELD part
                            attribute = attribute[4:-8]
-                        # Get value from selected ticket and then save it on the chosen ticket
+                        # Get value from selected ticket and then save it on
+                        # the chosen ticket
                        value = getattr(selected_ticket, attribute)
                        setattr(chosen_ticket, attribute, value)
                # Save custom fields values
@ -953,17 +972,21 @@ def merge_tickets(request):
                    id_for_custom_field = request.POST.get(custom_field.name)
                    if id_for_custom_field != chosen_ticket.id:
                        try:
-                            selected_ticket = tickets.get(id=id_for_custom_field)
+                            selected_ticket = tickets.get(
+                                id=id_for_custom_field)
                        except (Ticket.DoesNotExist, ValueError):
                            continue

-                        # Check if the value for this ticket custom field exists
+                        # Check if the value for this ticket custom field
+                        # exists
                        try:
-                            value = selected_ticket.ticketcustomfieldvalue_set.get(field=custom_field).value
+                            value = selected_ticket.ticketcustomfieldvalue_set.get(
+                                field=custom_field).value
                        except TicketCustomFieldValue.DoesNotExist:
                            continue

-                        # Create the custom field value or update it with the value from the selected ticket
+                        # Create the custom field value or update it with the
+                        # value from the selected ticket
                        custom_field_value, created = chosen_ticket.ticketcustomfieldvalue_set.get_or_create(
                            field=custom_field,
                            defaults={'value': value}
@ -981,31 +1004,39 @@ def merge_tickets(request):
                    ticket.status = Ticket.DUPLICATE_STATUS
                    ticket.save()

-                    # Send mail to submitter email and ticket CC to let them know ticket has been merged
+                    # Send mail to submitter email and ticket CC to let them
+                    # know ticket has been merged
                    context = safe_template_context(ticket)
                    if ticket.submitter_email:
                        send_templated_mail(
                            template_name='merged',
                            context=context,
                            recipients=[ticket.submitter_email],
-                            bcc=[cc.email_address for cc in ticket.ticketcc_set.select_related('user')],
+                            bcc=[
+                                cc.email_address for cc in ticket.ticketcc_set.select_related('user')],
                            sender=ticket.queue.from_address,
                            fail_silently=True
                        )

-                    # Move all followups and update their title to know they come from another ticket
+                    # Move all followups and update their title to know they
+                    # come from another ticket
                    ticket.followup_set.update(
                        ticket=chosen_ticket,
                        # Next might exceed maximum 200 characters limit
-                        title=_('[Merged from #%(id)d] %(title)s') % {'id': ticket.id, 'title': ticket.title}
+                        title=_('[Merged from #%(id)d] %(title)s') % {
+                            'id': ticket.id, 'title': ticket.title}
                    )

-                    # Add submitter_email, assigned_to email and ticketcc to chosen ticket if necessary
-                    chosen_ticket.add_email_to_ticketcc_if_not_in(email=ticket.submitter_email)
+                    # Add submitter_email, assigned_to email and ticketcc to
+                    # chosen ticket if necessary
+                    chosen_ticket.add_email_to_ticketcc_if_not_in(
+                        email=ticket.submitter_email)
                    if ticket.assigned_to and ticket.assigned_to.email:
-                        chosen_ticket.add_email_to_ticketcc_if_not_in(email=ticket.assigned_to.email)
+                        chosen_ticket.add_email_to_ticketcc_if_not_in(
+                            email=ticket.assigned_to.email)
                    for ticketcc in ticket.ticketcc_set.all():
-                        chosen_ticket.add_email_to_ticketcc_if_not_in(ticketcc=ticketcc)
+                        chosen_ticket.add_email_to_ticketcc_if_not_in(
+                            ticketcc=ticketcc)
                return redirect(chosen_ticket)

    return render(request, 'helpdesk/ticket_merge.html', {
@ -1134,7 +1165,8 @@ def ticket_list(request):

    urlsafe_query = query_to_base64(query_params)

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

    search_message = ''
    if query_params['search_string'] and settings.DATABASES['default']['ENGINE'].endswith('sqlite'):
@ -1150,7 +1182,8 @@ def ticket_list(request):
    kbitem = []

    if helpdesk_settings.HELPDESK_KB_ENABLED:
-        kbitem_choices = [(item.pk, str(item)) for item in KBItem.objects.all()]
+        kbitem_choices = [(item.pk, str(item))
+                          for item in KBItem.objects.all()]
        kbitem = KBItem.objects.all()

    return render(request, 'helpdesk/ticket_list.html', dict(
@ -1184,7 +1217,8 @@ def load_saved_query(request, query_params=None):
    if request.GET.get('saved_query', None):
        try:
            saved_query = SavedSearch.objects.get(
-                Q(pk=request.GET.get('saved_query')) & (Q(shared=True) | Q(user=request.user))
+                Q(pk=request.GET.get('saved_query')) & (
+                    Q(shared=True) | Q(user=request.user))
            )
        except (SavedSearch.DoesNotExist, ValueError):
            raise QueryLoadError()
@ -1253,7 +1287,8 @@ class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixi
        return kwargs

    def form_valid(self, form):
-        self.ticket = form.save(user=self.request.user if self.request.user.is_authenticated else None)
+        self.ticket = form.save(
+            user=self.request.user if self.request.user.is_authenticated else None)
        return super().form_valid(form)

    def get_success_url(self):
@ -1580,7 +1615,8 @@ def save_query(request):
    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 = SavedSearch(title=title, shared=shared,
+                        query=query_encoded, user=request.user)
    query.save()

    return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk:list'), query.id))
@ -1679,9 +1715,11 @@ def ticket_cc_add(request, ticket_id):
            user = form.cleaned_data.get('user')
            email = form.cleaned_data.get('email')
            if user and ticket.ticketcc_set.filter(user=user).exists():
-                form.add_error('user', _('Impossible to add twice the same user'))
+                form.add_error(
+                    'user', _('Impossible to add twice the same user'))
            elif email and ticket.ticketcc_set.filter(email=email).exists():
-                form.add_error('email', _('Impossible to add twice the same email address'))
+                form.add_error('email', _(
+                    'Impossible to add twice the same email address'))
            else:
                ticketcc = form.save(commit=False)
                ticketcc.ticket = ticket
@ -1739,7 +1777,8 @@ ticket_dependency_add = staff_member_required(ticket_dependency_add)

@helpdesk_staff_member_required
 def ticket_dependency_del(request, ticket_id, dependency_id):
-    dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, 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]))
@ -1798,7 +1837,8 @@ def calc_basic_ticket_stats(Tickets):
    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)
+    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
@ -1822,7 +1862,8 @@ def calc_basic_ticket_stats(Tickets):
    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)
+    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)

--- a/quicktest.py
+++ b/quicktest.py
@ -35,8 +35,8 @@ class QuickDjangoTest(object):
        'django.contrib.sites',
        'django.contrib.staticfiles',
        'bootstrap4form',
-        ## The following commented apps are optional, 
-        ## related to teams functionalities
+        # The following commented apps are optional,
+        # related to teams functionalities
        #'account',
        #'pinax.invitations',
        #'pinax.teams',
@ -98,15 +98,15 @@ class QuickDjangoTest(object):
            MIDDLEWARE=self.MIDDLEWARE,
            ROOT_URLCONF='helpdesk.tests.urls',
            STATIC_URL='/static/',
-            LOGIN_URL='/helpdesk/login/',
+            LOGIN_URL='/login/',
            TEMPLATES=self.TEMPLATES,
            SITE_ID=1,
            SECRET_KEY='wowdonotusethisfakesecuritykeyyouneedarealsecure1',
-            ## The following settings disable teams
-            HELPDESK_TEAMS_MODEL = 'auth.User',
-            HELPDESK_TEAMS_MIGRATION_DEPENDENCIES = [],
-            HELPDESK_KBITEM_TEAM_GETTER = lambda _: None,
-            ## test the API
+            # The following settings disable teams
+            HELPDESK_TEAMS_MODEL='auth.User',
+            HELPDESK_TEAMS_MIGRATION_DEPENDENCIES=[],
+            HELPDESK_KBITEM_TEAM_GETTER=lambda _: None,
+            # test the API
            HELPDESK_ACTIVATE_API_ENDPOINT=True
        )

--- a/requirements-testing.txt
+++ b/requirements-testing.txt
@ -5,3 +5,4 @@ coverage
 argparse
 pbr
 mock
+freezegun
--- a/setup.py
+++ b/setup.py
@ -4,7 +4,7 @@ from distutils.util import convert_path
 from fnmatch import fnmatchcase
 from setuptools import setup, find_packages

-version = '0.5.0a1'
+version = '0.4.1'

 # Provided as an attribute, so you can append to these instead
 # of replicating them:
@ -24,6 +24,8 @@ standard_exclude_directories = (
 # Note: you may want to copy this into your setup.py file verbatim, as
 # you can't import this from another package, when you don't know if
 # that package is installed yet.
+
+
 def find_package_data(
    where=".",
    package="",
@ -72,7 +74,8 @@ def find_package_data(
                        bad_name = True
                        if show_ignored:
                            print(
-                                "Directory %s ignored by pattern %s" % (fn, pattern),
+                                "Directory %s ignored by pattern %s" % (
+                                    fn, pattern),
                                file=sys.stderr,
                            )

@ -86,7 +89,8 @@ def find_package_data(
                        new_package = package + "." + name
                    stack.append((fn, "", new_package, False))
                else:
-                    stack.append((fn, prefix + name + "/", package, only_in_packages))
+                    stack.append((fn, prefix + name + "/",
+                                  package, only_in_packages))
            elif package or not only_in_packages:
                # is a file
                bad_name = False
@ -95,7 +99,8 @@ def find_package_data(
                        bad_name = True
                        if show_ignored:
                            print(
-                                "File %s ignored by pattern %s" % (fn, pattern),
+                                "File %s ignored by pattern %s" % (
+                                    fn, pattern),
                                file=sys.stderr,
                            )
                        break