* Enlarged Chart sizes to allow more data to be displayed

* Added superuser 'System settings' page with links to admin
* Added ability to ignore e-mail addresses (using wildcards) from the e-mail parser
* Added link to ignore email address from ticket details page (for superusers only)
* Cleaned up report output by styling text & labels in the same way as tables in other views
* Cleaned up dashboard lists to show text in place of tickets if no tickets are found
* Added ability to sort in reverse order

NOTE: REQUIRES A 'syncdb' TO CREATE THE EMAIL-IGNORE TABLES. No other DB changes were made.

forms.py

@@ -14,7 +14,7 @@ from django.contrib.auth.models import User
 from django.utils.translation import ugettext as _
 
 from helpdesk.lib import send_templated_mail
-from helpdesk.models import Ticket, Queue, FollowUp
+from helpdesk.models import Ticket, Queue, FollowUp, IgnoreEmail
 
 class TicketForm(forms.Form):
     queue = forms.ChoiceField(
@@ -265,3 +265,7 @@ class UserSettingsForm(forms.Form):
         help_text=_('If a ticket is altered by the API, do you want to receive an e-mail?'),
         required=False,
         )
+
+class EmailIgnoreForm(forms.ModelForm):
+    class Meta:
+        model = IgnoreEmail

lib.py

@@ -165,8 +165,8 @@ def line_chart(data):
                 max = field
 
 
-    # Set width to '65px * number of months'.
+    # Set width to '65px * number of months + 100 for headings.'.
-    chart_url = 'http://chart.apis.google.com/chart?cht=lc&chs=%sx90&chd=t:' % (len(column_headings)*65)
+    chart_url = 'http://chart.apis.google.com/chart?cht=lc&chs=%sx150&chd=t:' % (len(column_headings)*65+100)
     first_row = True
     row_headings = []
     for row in data[1:]:
@@ -210,8 +210,8 @@ def bar_chart(data):
                 max = field
 
 
-    # Set width to '150px * number of months'.
+    # Set width to '220px * number of months'.
-    chart_url = 'http://chart.apis.google.com/chart?cht=bvg&chs=%sx90&chd=t:' % (len(column_headings) * 150)
+    chart_url = 'http://chart.apis.google.com/chart?cht=bvg&chs=%sx150&chd=t:' % (len(column_headings) * 220)
     first_row = True
     row_headings = []
     for row in data[1:]:
@@ -276,6 +276,8 @@ def apply_query(queryset, params):
         queryset = queryset.filter(params['other_filter'])
 
     if params.get('sorting', None):
+        if params.get('sortreverse', None):
+            params['sorting'] = "-%s" % params['sorting']
         queryset = queryset.order_by(params['sorting'])
 
     return queryset

management/commands/get_email.py

@@ -20,10 +20,11 @@ from email.Utils import parseaddr
 
 from django.core.files.base import ContentFile
 from django.core.management.base import BaseCommand
+from django.db.models import Q
 from django.utils.translation import ugettext as _
 
 from helpdesk.lib import send_templated_mail
-from helpdesk.models import Queue, Ticket, FollowUp, Attachment
+from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
 
 
 class Command(BaseCommand):
@@ -76,9 +77,11 @@ def process_queue(q):
             msgSize = msg.split(" ")[1]
 
             full_message = "\n".join(server.retr(msgNum)[1])
-            ticket_from_message(message=full_message, queue=q)
+            ticket = ticket_from_message(message=full_message, queue=q)
             
+            if ticket:
                 server.dele(msgNum)
+
         server.quit()
 
     elif q.email_box_type == 'imap':
@@ -94,8 +97,10 @@ def process_queue(q):
         status, data = server.search(None, 'ALL')
         for num in data[0].split():
             status, data = server.fetch(num, '(RFC822)')
-            ticket_from_message(message=data[0][1], queue=q)
+            ticket = ticket_from_message(message=data[0][1], queue=q)
+            if ticket:
                 server.store(num, '+FLAGS', '\\Deleted')
+
         server.expunge()
         server.close()
         server.logout()
@@ -111,8 +116,10 @@ def ticket_from_message(message, queue):
     sender = message.get('from', _('Unknown Sender'))
 
     sender_email = parseaddr(sender)[1]
-    if sender_email.startswith('postmaster'):
+
-        sender_email = ''
+    for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
+        if ignore.test(sender_email):
+            return False
 
     regex = re.compile("^\[[A-Za-z0-9]+-\d+\]")
     if regex.match(subject):
@@ -256,6 +263,8 @@ def ticket_from_message(message, queue):
             a.save()
             print "    - %s" % file['filename']
 
+    return ticket
+
 
 if __name__ == '__main__':
     process_email()

models.py

@@ -926,3 +926,68 @@ def create_usersettings(sender, created_models=[], instance=None, created=False,
 
 models.signals.post_syncdb.connect(create_usersettings)
 models.signals.post_save.connect(create_usersettings, sender=User)
+
+class IgnoreEmail(models.Model):
+    """
+    This model lets us easily ignore e-mails from certain senders when 
+    processing IMAP and POP3 mailboxes, eg mails from postmaster or from 
+    known trouble-makers.
+    """
+    queues = models.ManyToManyField(
+        Queue,
+        blank=True,
+        null=True,
+        help_text=_('Leave blank for this e-mail to be ignored on all '
+            'queues, or select those queues you wish to ignore this e-mail '
+            'for.'),
+        )
+
+    name = models.CharField(
+        _('Name'),
+        max_length=100,
+        )
+    
+    date = models.DateField(
+        _('Date'),
+        help_text=_('Date on which this e-mail address was added'),
+        blank=True,
+        editable=False
+        )
+
+    email_address = models.CharField(
+        _('E-Mail Address'),
+        max_length=150,
+        help_text=_('Enter a full e-mail address, or portions with '
+            'wildcards, eg *@domain.com or postmaster@*.'),
+        )
+
+    def __unicode__(self):
+        return u'%s' % self.name
+    
+    def save(self):
+        if not self.date:
+            self.date = datetime.now()
+        return super(IgnoreEmail, self).save()
+
+    def test(self, email):
+        """
+        Possible situations:
+            1. Username & Domain both match
+            2. Username is wildcard, domain matches
+            3. Username matches, domain is wildcard
+            4. username & domain are both wildcards
+            5. Other (no match)
+
+            1-4 return True, 5 returns False.
+        """
+        
+        own_parts = self.email_address.split("@")
+        email_parts = email.split("@")
+
+        if self.email_address == email                              \
+        or own_parts[0] == "*" and own_parts[1] == email_parts[1]   \
+        or own_parts[1] == "*" and own_parts[0] == email_parts[0]   \
+        or own_parts[0] == "*" and own_parts[1] == "*":
+            return True
+        else:
+            return False

templates/helpdesk/base.html

@@ -28,7 +28,7 @@
                 {% block helpdesk_body %}{% endblock %}
             </div>
             <div id='footer'>
-                <p>{% trans "Powered by <a href='http://www.jutda.com.au/'>Jutda Helpdesk</a>." %} <a href='{% url helpdesk_rss_index %}'><img src='{{ MEDIA_URL }}/helpdesk/rss_icon.png' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a> <a href='{% url helpdesk_api_help %}'>{% trans "API" %}</a> <a href='{% url helpdesk_user_settings %}'>{% trans "User Settings" %}</a></p>
+                <p>{% trans "Powered by <a href='http://www.jutda.com.au/'>Jutda Helpdesk</a>." %} <a href='{% url helpdesk_rss_index %}'><img src='{{ MEDIA_URL }}/helpdesk/rss_icon.png' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a> <a href='{% url helpdesk_api_help %}'>{% trans "API" %}</a> <a href='{% url helpdesk_user_settings %}'>{% trans "User Settings" %}</a> {% if user.is_superuser %}<a href='{% url helpdesk_system_settings %}'>{% trans "System Settings" %}</a>{% endif %}</p>
             </div>
         </div>
         {% include "helpdesk/debug.html" %}

templates/helpdesk/dashboard.html

@@ -5,7 +5,7 @@
 {% endblock %}
 {% block helpdesk_body %}
 
-<table width='30%' align='left'>
+<table width='40%' align='left'>
 <tr class='row_tablehead'><td colspan='4'>{% trans "Helpdesk Summary" %}</td></tr>
 <tr class='row_columnheads'><th>{% trans "Queue" %}</th><th>{% trans "Open" %}</th><th>{% trans "Resolved" %}</th></tr>
 {% for queue in dash_tickets %}
@@ -17,7 +17,7 @@
 {% endfor %}
 </table>
 
-<p style='padding-left: 5px;'>Welcome to your Helpdesk Dashboard! From here you can quickly see your own tickets, and those tickets that have no owner. Why not pick up an orphan ticket and sort it out for a customer?</p>
+<p style='margin-left: 42%;'>Welcome to your Helpdesk Dashboard! From here you can quickly see your own tickets, and those tickets that have no owner. Why not pick up an orphan ticket and sort it out for a customer?</p>
 
 <br style='clear: both;' />
 
@@ -34,6 +34,9 @@
 <td><span title='{{ ticket.modified|date:"r" }}'>{{ ticket.modified|timesince }}</span></td>
 </tr>
 {% endfor %}
+{% if not unassigned_tickets %}
+<tr class='row_odd'><td colspan='5'>{% trans "You have no tickets assigned to you." %}</td></tr>
+{% endif %}
 </table>
 
 <table width='100%'>
@@ -49,6 +52,9 @@
 <th><a href='{{ ticket.get_absolute_url }}?take'><span class='button button_take'>{% trans "Take" %}</span></a></th>
 </tr>
 {% endfor %}
+{% if not unassigned_tickets %}
+<tr class='row_odd'><td colspan='6'>{% trans "There are no unassigned tickets." %}</td></tr>
+{% endif %}
 </table>
 
 {% endblock %}

templates/helpdesk/email_ignore_add.html

@@ -0,0 +1,27 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Ignore E-Mail Address" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans %}
+<h2>Ignore E-Mail Address</h2>
+
+<p>To ignore an e-mail address and prevent any emails from that address creating tickets automatically, enter the e-mail address below.</p>
+
+<p>You can either enter a whole e-mail address such as <em>email@domain.com</em> or a portion of an e-mail address with a wildcard, such as <em>*@domain.com</em> or <em>user@*</em>.</p>{% endblocktrans %}
+
+<form method='post' action='./'>
+
+<fieldset>
+    <dl>{% for field in form %}
+        <dt><label for='id_{{ field.name }}'>{{ field.label }}</label></dt>
+        <dd>{{ field }}</dd>
+        {% if field.errors %}<dd class='error'>{{ field.errors }}</dd>{% endif %}
+        {% if field.help_text %}<dd class='form_help_text'>{{ field.help_text }}</dd>{% endif %}
+    {% endfor %}</dl>
+</fieldset>
+
+<input type='submit' value='{% trans "Ignore E-Mail Address" %}' />
+
+</form>
+
+{% endblock %}

templates/helpdesk/email_ignore_del.html

@@ -0,0 +1,14 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Delete Ignored E-Mail Address" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans with ignore.email_address as email_address %}
+<h2>Un-Ignore E-Mail Address</h2>
+
+<p>Are you sure you wish to stop removing this email address (<em>{{ email_address }}</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time.<?p>
+{% endblocktrans %}
+
+{% blocktrans %}<p><a href='../../'>Keep Ignoring It</a></p>
+
+<form method='post' action='./'><input type='submit' value='Stop Ignoring It' /></form>
+{% endblocktrans %}{% endblock %}

templates/helpdesk/email_ignore_list.html

@@ -0,0 +1,28 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Ignored E-Mail Addresses" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans %}
+<h2>Ignored E-Mail Addresses</h2>
+
+<p>The following e-mail addresses are currently being ignored by the incoming e-mail processor. You can <a href='add/'>add a new e-mail address to the list</a> or delete any of the items below as required.</p>{% endblocktrans %}
+
+<table width='100%'>
+<thead>
+<tr class='row_tablehead'><td colspan='5'>{% trans "Ignored E-Mail Addresses" %}</td></tr>
+<tr class='row_columnheads'><th>{% trans "Name" %}</th><th>{% trans "E-Mail Address" %}</th><th>{% trans "Date Added" %}</th><th>{% trans "Queues" %}</th><th>{% trans "Delete" %}</th></tr>
+</thead>
+<tbody>
+{% for ignore in ignore_list %}
+<tr class='row_{% cycle odd,even %}'>
+    <td>{{ ignore.name }}</td>
+    <td>{{ ignore.email_address }}</td>
+    <td>{{ ignore.date }}</td>
+    <td>{% for queue in ignore.queues.all %}{{ queue.slug }}{% if not forloop.last %}, {% endif %}{% endfor %}{% if not ignore.queues.all %}All{% endif %}</td>
+    <td><a href='{% url helpdesk_email_ignore_del ignore.id %}'>Delete</a></td>
+</tr>
+{% endfor %}
+</tbody>
+</table>
+
+{% endblock %}

templates/helpdesk/report_output.html

@@ -6,8 +6,10 @@
 <h2>{% trans "Reports &amp; Statistics" %}</h2>
 
 <table>
-<tr>{% for h in headings %}<th>{{ h }}</th>{% endfor %}</tr>
+<tr class='row_tablehead'><td colspan='{{ headings|length }}'>{{ title }}</td></tr>
-{% for d in data %}<tr>{% for f in d %}<td>{{ f }}</td>{% endfor %}</tr>{% endfor %}
+<tr class='row_columnheads'>{% for h in headings %}<th>{% if forloop.first %}{{ h|title }}{% else %}{{ h }}{% endif %}</th>{% endfor %}</tr>
+{% for d in data %}
+<tr class='row_{% cycle odd,even %}'>{% for f in d %}<td>{{ f }}</td>{% endfor %}</tr>{% endfor %}
 </table>
 
 {% if chart %}<img src='{{ chart }}' />{% endif %}

templates/helpdesk/system_settings.html

@@ -0,0 +1,19 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Change System Settings" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans %}
+<h2>System Settings</h2>
+
+<p>The following items can be maintained by you or other superusers:</p>{% endblocktrans %}
+
+<ul>
+    <li><a href='../ignore/'>{% trans "E-Mail Ignore list" %}</a></li>
+    <li><a href='/admin/helpdesk/queue/'>{% trans "Maintain Queues" %}</a></li>
+    <li><a href='/admin/helpdesk/presetreply/'>{% trans "Maintain Pre-Set Replies" %}</a></li>
+    <li><a href='/admin/helpdesk/kbcategory/'>{% trans "Maintain Knowledgebase Categories" %}</a></li>
+    <li><a href='/admin/helpdesk/kbitem/'>{% trans "Maintain Knowledgebase Items" %}</a></li>
+    <li><a href='/admin/helpdesk/emailtemplate/'>{% trans "Maintain E-Mail Templates" %}</a></li>
+    <li><a href='/admin/auth/user/'>{% trans "Maintain Users" %}</a></li>
+</ul>
+{% endblock %}

templates/helpdesk/ticket.html

@@ -60,7 +60,7 @@
 
 <tr class='row_odd'>
     <th>{% trans "Submitter E-Mail" %}</th>
-    <td>{{ ticket.submitter_email }}</td>
+    <td>{{ ticket.submitter_email }}{% if user.is_superuser %} <strong><a href='{% url helpdesk_email_ignore_add %}?email={{ ticket.submitter_email }}'>{% trans "Ignore" %}</a></strong>{% endif %}</td>
 </tr>
 
 <tr class='row_even'>

templates/helpdesk/ticket_list.html

@@ -43,6 +43,7 @@ $(document).ready(function() {
     <option value='priority'{% ifequal query_params.sorting "priority"%} selected='selected'{% endifequal %}>{% trans "Priority" %}</option>
     <option value='assigned_to'{% ifequal query_params.sorting "assigned_to"%} selected='selected'{% endifequal %}>{% trans "Owner" %}</option>
 </select>
+<label for='id_sortreverse'>Reverse</label><input type='checkbox' name='sortreverse' id='id_sortreverse'{% if query_params.sortreverse %} checked='checked'{% endif %} />
 <p class='filterHelp'>Ordering applied to tickets</p>
 <input type='button' class='filterBuilderRemove' value='-' />
 </div>

urls.py

@@ -73,6 +73,18 @@ urlpatterns = patterns('helpdesk.views.staff',
     url(r'^settings/$',
         'user_settings',
         name='helpdesk_user_settings'),
+
+    url(r'^ignore/$',
+        'email_ignore',
+        name='helpdesk_email_ignore'),
+
+    url(r'^ignore/add/$',
+        'email_ignore_add',
+        name='helpdesk_email_ignore_add'),
+
+    url(r'^ignore/delete/(?P<id>[0-9]+)/$',
+        'email_ignore_del',
+        name='helpdesk_email_ignore_del'),
 )
 
 urlpatterns += patterns('helpdesk.views.public',
@@ -129,4 +141,9 @@ urlpatterns += patterns('',
         'django.views.generic.simple.direct_to_template',
         {'template': 'helpdesk/help_context.html',},
         name='helpdesk_help_context'),
+    
+    url(r'^system_settings/$',
+        'django.views.generic.simple.direct_to_template',
+        {'template': 'helpdesk/system_settings.html',},
+        name='helpdesk_system_settings'),
 )

views/staff.py

@@ -10,7 +10,7 @@ views/staff.py - The bulk of the application - provides most business logic and
 from datetime import datetime
 
 from django.contrib.auth.models import User
-from django.contrib.auth.decorators import login_required
+from django.contrib.auth.decorators import login_required, user_passes_test
 from django.core.files.base import ContentFile
 from django.core.urlresolvers import reverse
 from django.db import connection
@@ -20,9 +20,14 @@ from django.shortcuts import render_to_response, get_object_or_404
 from django.template import loader, Context, RequestContext
 from django.utils.translation import ugettext as _
 
-from helpdesk.forms import TicketForm, UserSettingsForm
+from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm
 from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict, apply_query, safe_template_context
-from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch
+from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail
+
+
+staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
+superuser_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_superuser)
+
 
 
 def dashboard(request):
@@ -199,7 +204,7 @@ def update_ticket(request, ticket_id):
     if f.new_status == Ticket.RESOLVED_STATUS:
         ticket.resolution = comment
 
-    if ticket.submitter_email and ((f.comment != '' and public) or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
+    if ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
         context = {
             'ticket': ticket,
             'queue': ticket.queue,
@@ -287,6 +292,7 @@ def ticket_list(request):
     query_params = {
         'filtering': {},
         'sorting': None,
+        'sortreverse': False,
         'keyword': None,
         'other_filter': None,
         }
@@ -308,7 +314,8 @@ def ticket_list(request):
             or  request.GET.has_key('assigned_to')
             or  request.GET.has_key('status')
             or  request.GET.has_key('q')
-            or  request.GET.has_key('sort') ):
+            or  request.GET.has_key('sort')
+            or  request.GET.has_key('sortreverse') ):
 
         # Fall-back if no querying is being done, force the list to only 
         # show open/reopened/resolved (not closed) cases sorted by creation
@@ -354,6 +361,9 @@ def ticket_list(request):
             sort = 'created'
         query_params['sorting'] = sort
         
+        sortreverse = request.GET.get('sortreverse', None)
+        query_params['sortreverse'] = sortreverse
+
     tickets = apply_query(Ticket.objects.select_related(), query_params)
 
     import cPickle, base64
@@ -555,30 +565,37 @@ def run_report(request, report):
     if report == 'userpriority':
         sql = user_base_sql % priority_sql
         columns = ['username'] + priority_columns
+        title = 'User by Priority'
 
     elif report == 'userqueue':
         sql = user_base_sql % queue_sql
         columns = ['username'] + queue_columns
+        title = 'User by Queue'
 
     elif report == 'userstatus':
         sql = user_base_sql % status_sql
         columns = ['username'] + status_columns
+        title = 'User by Status'
 
     elif report == 'usermonth':
         sql = user_base_sql % month_sql
         columns = ['username'] + month_columns
+        title = 'User by Month'
 
     elif report == 'queuepriority':
         sql = queue_base_sql % priority_sql
         columns = ['queue'] + priority_columns
+        title = 'Queue by Priority'
 
     elif report == 'queuestatus':
         sql = queue_base_sql % status_sql
         columns = ['queue'] + status_columns
+        title = 'Queue by Status'
 
     elif report == 'queuemonth':
         sql = queue_base_sql % month_sql
         columns = ['queue'] + month_columns
+        title = 'Queue by Month'
 
 
     cursor = connection.cursor()
@@ -604,8 +621,8 @@ def run_report(request, report):
         RequestContext(request, {
             'headings': columns,
             'data': data,
-            'sql': sql,
             'chart': chart_url,
+            'title': title,
         }))
 run_report = login_required(run_report)
 
@@ -638,6 +655,7 @@ def delete_saved_query(request, id):
                 }))
 delete_saved_query = login_required(delete_saved_query)
 
+
 def user_settings(request):
     s = request.user.usersettings
     if request.POST:
@@ -653,3 +671,40 @@ def user_settings(request):
             'form': form,
         }))
 user_settings = login_required(user_settings)
+
+
+def email_ignore(request):
+    return render_to_response('helpdesk/email_ignore_list.html',
+        RequestContext(request, {
+            'ignore_list': IgnoreEmail.objects.all(),
+        }))
+email_ignore = superuser_required(email_ignore)
+
+
+def email_ignore_add(request):
+    if request.method == 'POST':
+        form = EmailIgnoreForm(request.POST)
+        if form.is_valid():
+            ignore = form.save()
+            return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
+    else:
+        form = EmailIgnoreForm(request.GET)
+
+    return render_to_response('helpdesk/email_ignore_add.html',
+        RequestContext(request, {
+            'form': form,
+        }))
+email_ignore_add = superuser_required(email_ignore_add)
+
+
+def email_ignore_del(request, id):
+    ignore = get_object_or_404(IgnoreEmail, id=id)
+    if request.method == 'POST':
+        ignore.delete()
+        return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
+    else:
+        return render_to_response('helpdesk/email_ignore_del.html',
+            RequestContext(request, {
+                'ignore': ignore,
+            }))
+email_ignore_del = superuser_required(email_ignore_del)