From 3a0f08046e53fb40485a0ddba612916c4eea7f5b Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@bsc.es>
Date: Tue, 22 Dec 2015 10:10:00 +0100
Subject: [PATCH 01/46] using `helpdesk` app_name and droping `helpdesk_`
 prefix

---
 helpdesk/models.py                            |  4 +-
 helpdesk/templates/helpdesk/base.html         | 12 +--
 .../templates/helpdesk/email_ignore_list.html |  2 +-
 helpdesk/templates/helpdesk/help_api.html     |  8 +-
 .../templates/helpdesk/include/stats.html     |  4 +-
 .../templates/helpdesk/include/summary.html   |  2 +-
 .../helpdesk/include/unassigned.html          |  2 +-
 helpdesk/templates/helpdesk/navigation.html   | 28 +++---
 .../templates/helpdesk/public_homepage.html   |  2 +-
 .../templates/helpdesk/public_view_form.html  |  2 +-
 .../helpdesk/registration/login.html          |  2 +-
 helpdesk/templates/helpdesk/rss_list.html     | 10 +--
 .../templates/helpdesk/system_settings.html   |  2 +-
 helpdesk/templates/helpdesk/ticket.html       | 12 +--
 .../templates/helpdesk/ticket_cc_list.html    |  4 +-
 .../templates/helpdesk/ticket_desc_table.html | 14 +--
 helpdesk/templates/helpdesk/ticket_list.html  |  8 +-
 helpdesk/templatetags/ticket_to_link.py       |  2 +-
 helpdesk/tests/test_navigation.py             |  2 +-
 .../tests/test_per_queue_staff_permission.py  | 12 +--
 helpdesk/tests/test_public_actions.py         |  4 +-
 helpdesk/tests/test_ticket_submission.py      | 12 +--
 helpdesk/urls.py                              | 90 ++++++++++---------
 helpdesk/views/feeds.py                       | 10 +--
 helpdesk/views/public.py                      | 14 +--
 helpdesk/views/staff.py                       | 46 +++++-----
 26 files changed, 156 insertions(+), 154 deletions(-)

diff --git a/helpdesk/models.py b/helpdesk/models.py
index 6069f6cc..d86ec7dd 100644
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@@ -495,7 +495,7 @@ class Ticket(models.Model):
             site = Site(domain='configure-django-sites.com')
         return u"http://%s%s?ticket=%s&email=%s" % (
             site.domain,
-            reverse('helpdesk_public_view'),
+            reverse('helpdesk:public_view'),
             self.ticket_for_url,
             self.submitter_email
             )
@@ -514,7 +514,7 @@ class Ticket(models.Model):
             site = Site(domain='configure-django-sites.com')
         return u"http://%s%s" % (
             site.domain,
-            reverse('helpdesk_view',
+            reverse('helpdesk:view',
             args=[self.id])
             )
     staff_url = property(_get_staff_url)
diff --git a/helpdesk/templates/helpdesk/base.html b/helpdesk/templates/helpdesk/base.html
index d5dcd2f2..456e3b5f 100644
--- a/helpdesk/templates/helpdesk/base.html
+++ b/helpdesk/templates/helpdesk/base.html
@@ -17,9 +17,9 @@
         <!--link rel='stylesheet' href='{% static "helpdesk/jquery-smoothness-theme/jquery-ui-1.8.9.custom.css" %}' type='text/css' /-->
         <script src="//netdna.bootstrapcdn.com/bootstrap/3.0.2/js/bootstrap.min.js"></script>
         <link href="//netdna.bootstrapcdn.com/bootstrap/3.0.2/css/bootstrap.min.css" rel="stylesheet">
-        <link rel='alternate' href='{% url 'helpdesk_rss_user' user.get_username %}' type='application/rss+xml' title='{% trans "My Open Tickets" %}' />
-        <link rel='alternate' href='{% url 'helpdesk_rss_activity' %}' type='application/rss+xml' title='{% trans "All Recent Activity" %}' />
-        <link rel='alternate' href='{% url 'helpdesk_rss_unassigned' %}' type='application/rss+xml' title='{% trans "Unassigned Tickets" %}' />
+        <link rel='alternate' href='{% url 'helpdesk:rss_user' user.get_username %}' type='application/rss+xml' title='{% trans "My Open Tickets" %}' />
+        <link rel='alternate' href='{% url 'helpdesk:rss_activity' %}' type='application/rss+xml' title='{% trans "All Recent Activity" %}' />
+        <link rel='alternate' href='{% url 'helpdesk:rss_unassigned' %}' type='application/rss+xml' title='{% trans "Unassigned Tickets" %}' />
 
         <style type="text/css">
         /* hide google translate top bar */
@@ -59,9 +59,9 @@
 
             <div id='footer' class="row">
                 <div class="col-md-2">{% include "helpdesk/attribution.html" %}</div>
-                <div class="col-md-2"><a href='{% url 'helpdesk_rss_index' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a></div>
-                <div class="col-md-2"><s><a href='{% url 'helpdesk_api_help' %}'>{% trans "API" %}</a></s></div>
-                {% if user.is_superuser %}<div class="col-md-2"><a href='{% url 'helpdesk_system_settings' %}'>{% trans "System Settings" %}</a></div>{% endif %}
+                <div class="col-md-2"><a href='{% url 'helpdesk:rss_index' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a></div>
+                <div class="col-md-2"><s><a href='{% url 'helpdesk:api_help' %}'>{% trans "API" %}</a></s></div>
+                {% if user.is_superuser %}<div class="col-md-2"><a href='{% url 'helpdesk:system_settings' %}'>{% trans "System Settings" %}</a></div>{% endif %}
             </div>
         </div>
         {% include "helpdesk/debug.html" %}
diff --git a/helpdesk/templates/helpdesk/email_ignore_list.html b/helpdesk/templates/helpdesk/email_ignore_list.html
index 5fbf3e2f..4a6a35ff 100644
--- a/helpdesk/templates/helpdesk/email_ignore_list.html
+++ b/helpdesk/templates/helpdesk/email_ignore_list.html
@@ -20,7 +20,7 @@
     <td>{{ ignore.date }}</td>
     <td>{% for queue in ignore.queues.all %}{{ queue.slug }}{% if not forloop.last %}, {% endif %}{% empty %}{% trans "All" %}{% endfor %}</td>
     <td>{% if ignore.keep_in_mailbox %}{% trans "Keep" %}{% endif %}</td>
-    <td><a href='{% url 'helpdesk_email_ignore_del' ignore.id %}'>{% trans "Delete" %}</a></td>
+    <td><a href='{% url 'helpdesk:email_ignore_del' ignore.id %}'>{% trans "Delete" %}</a></td>
 </tr>
 {% endfor %}
 </tbody>
diff --git a/helpdesk/templates/helpdesk/help_api.html b/helpdesk/templates/helpdesk/help_api.html
index a73ca5a9..d2033bdc 100644
--- a/helpdesk/templates/helpdesk/help_api.html
+++ b/helpdesk/templates/helpdesk/help_api.html
@@ -50,14 +50,14 @@
             <li>A set of <em>data</em> to be saved into the database. This data will vary from request to request, and is outlined in <a href='#methods'>Methods</a> below.</li>
         </ol>
 
-        <p>To build your request, send a HTTP POST request to <em>{% url 'helpdesk_api' "method" %}</em>, where <em>method</em> is the name of a <a href='#methods'>valid method</a> from the list below.</p>
+        <p>To build your request, send a HTTP POST request to <em>{% url 'helpdesk:api' "method" %}</em>, where <em>method</em> is the name of a <a href='#methods'>valid method</a> from the list below.</p>
 
         <p>Your POST must include both <em>user</em> and <em>password</em> parameters.</p>
 
         <p>A sample request for the method <em>hold_ticket</em> may look like this:</p>
 
         <ul>
-            <li>A HTTP POST to <em>{% url 'helpdesk_api' "hold_ticket" %}</em></li>
+            <li>A HTTP POST to <em>{% url 'helpdesk:api' "hold_ticket" %}</em></li>
             <li>A set of POST data containing:<ul>
                 <li>username=susan</li>
                 <li>password=fido</li>
@@ -67,13 +67,13 @@
 
         <p>To complete this from a command-line using the <a href='http://curl.haxx.se/'>cURL</a> application, you may use a command such as this:</p>
 
-        <pre>/usr/bin/curl {% url 'helpdesk_api' "hold_ticket" %} --data "user=susan&amp;password=fido&amp;ticket=31794"</pre>
+        <pre>/usr/bin/curl {% url 'helpdesk:api' "hold_ticket" %} --data "user=susan&amp;password=fido&amp;ticket=31794"</pre>
 
         <p>In <a href='http://www.php.net/'>PHP</a>, providing you have access to the <a href='http://www.php.net/curl'>cURL libraries</a>, you may use code such as this:</p>
 
         <pre>&lt;?php
 $api = curl_init();
-curl_setopt($api, CURLOPT_URL, "{% url 'helpdesk_api' "hold_ticket" %}");
+curl_setopt($api, CURLOPT_URL, "{% url 'helpdesk:api' "hold_ticket" %}");
 curl_setopt($api, CURLOPT_POST, 1);
 curl_setopt($api, CURLOPT_POSTFIELDS, "user=susan&amp;password=fido&amp;ticket=31794");
 $result = curl_exec($api);
diff --git a/helpdesk/templates/helpdesk/include/stats.html b/helpdesk/templates/helpdesk/include/stats.html
index 81c2da03..72630c07 100644
--- a/helpdesk/templates/helpdesk/include/stats.html
+++ b/helpdesk/templates/helpdesk/include/stats.html
@@ -4,7 +4,7 @@
 <thead>
 <tr><td colspan='2'>- {% trans "Average number of days until ticket is closed (all tickets): " %}<strong style="color: red;">{{ basic_ticket_stats.average_nbr_days_until_ticket_closed }}</strong>.</td></tr>
 <tr><td colspan='2'>- {% trans "Average number of days until ticket is closed (tickets opened in last 60 days): " %}<strong style="color: red;">{{ basic_ticket_stats.average_nbr_days_until_ticket_closed_last_60_days }}</strong>.
-{% trans "Click" %} <strong><a href="{% url 'helpdesk_report_index' %}daysuntilticketclosedbymonth">here</a></strong> {% trans "for detailed average by month." %} </td></tr>
+{% trans "Click" %} <strong><a href="{% url 'helpdesk:report_index' %}daysuntilticketclosedbymonth">here</a></strong> {% trans "for detailed average by month." %} </td></tr>
 <tr><td colspan='2'>- {% trans "Distribution of open tickets, grouped by time period:" %}</td></tr>
 <tr><th>{% trans "Days since opened" %}</th><th>{% trans "Number of open tickets" %}</th></tr>
 </thead>
@@ -12,7 +12,7 @@
 {% for entry in basic_ticket_stats.open_ticket_stats %}
 <tr>
 <th>{{ entry.0 }}</th>
-<td><span style="color: {{ entry.2 }};">{% if entry.1 > 0 %}<a href="{% url 'helpdesk_list' %}?{{ entry.3 }}">{{ entry.1 }}</a>{% else %}{{ entry.1 }}{% endif %}</span></td>
+<td><span style="color: {{ entry.2 }};">{% if entry.1 > 0 %}<a href="{% url 'helpdesk:list' %}?{{ entry.3 }}">{{ entry.1 }}</a>{% else %}{{ entry.1 }}{% endif %}</span></td>
 </tr>
 {% endfor %}
 </tbody>
diff --git a/helpdesk/templates/helpdesk/include/summary.html b/helpdesk/templates/helpdesk/include/summary.html
index 8f1d308b..d864074a 100644
--- a/helpdesk/templates/helpdesk/include/summary.html
+++ b/helpdesk/templates/helpdesk/include/summary.html
@@ -6,7 +6,7 @@
 </thead>
 <tbody>
 {% for queue in dash_tickets %}
-<tr>{% url 'helpdesk_list' as hdlist %}
+<tr>{% url 'helpdesk:list' as hdlist %}
 <th><a href='{{ hdlist }}?queue={{ queue.queue }}&status=1&status=2'>{{ queue.name }}</a></th>
 <td align="center">{% if queue.open %}<a href='{{ hdlist }}?queue={{ queue.queue }}&status=1&status=2'>{% endif %}{{ queue.open }}{% if queue.open %}</a>{% endif %}</td>
 <td align="center">{% if queue.resolved %}<a href='{{ hdlist }}?queue={{ queue.queue }}&status=3'>{% endif %}{{ queue.resolved }}{% if queue.resolved %}</a>{% endif %}</td>
diff --git a/helpdesk/templates/helpdesk/include/unassigned.html b/helpdesk/templates/helpdesk/include/unassigned.html
index 30babb51..fb253f54 100644
--- a/helpdesk/templates/helpdesk/include/unassigned.html
+++ b/helpdesk/templates/helpdesk/include/unassigned.html
@@ -12,7 +12,7 @@
 <th><a href='{{ ticket.get_absolute_url }}'>{{ ticket.title }}</a></th>
 <td>{{ ticket.queue }}</td>
 <td><span title='{{ ticket.created|date:"r" }}'>{{ ticket.created|naturaltime }}</span></td>
-<th><a href='{{ ticket.get_absolute_url }}?take'><span class='button button_take'>{% trans "Take" %}</span></a> | <a href='{% url 'helpdesk_delete' ticket.id %}'><span class='button button_delete'>{% trans "Delete" %}</span></a></th>
+<th><a href='{{ ticket.get_absolute_url }}?take'><span class='button button_take'>{% trans "Take" %}</span></a> | <a href='{% url 'helpdesk:delete' ticket.id %}'><span class='button button_delete'>{% trans "Delete" %}</span></a></th>
 </tr>
 {% empty %}
 <tr><td colspan='6'>{% trans "There are no unassigned tickets." %}</td></tr>
diff --git a/helpdesk/templates/helpdesk/navigation.html b/helpdesk/templates/helpdesk/navigation.html
index 2f94855d..9adc85ce 100644
--- a/helpdesk/templates/helpdesk/navigation.html
+++ b/helpdesk/templates/helpdesk/navigation.html
@@ -13,18 +13,18 @@
     <div class="collapse navbar-collapse" id="helpdesk-nav-collapse">
         {% if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED and user.is_authenticated or user.is_staff %}
             <ul class="nav navbar-nav">
-                <li><a href='{% url 'helpdesk_dashboard' %}'><span class="glyphicon glyphicon-dashboard"></span> <span class="nav-text">{% trans "Dashboard" %}</span></a></li>
-                <li><a href='{% url 'helpdesk_list' %}'><span class="glyphicon glyphicon-tags"></span> <span class="nav-text">{% trans "Tickets" %}</span></a></li>
-                <li><a href='{% url 'helpdesk_submit' %}'><span class="glyphicon glyphicon-plus"></span> <span class="nav-text">{% trans "New Ticket" %}</span></a></li>
-                <li><a href='{% url 'helpdesk_report_index' %}'><span class="glyphicon glyphicon-stats"></span> <span class="nav-text"> {% trans "Stats" %}</span></a></li>
+                <li><a href='{% url 'helpdesk:dashboard' %}'><span class="glyphicon glyphicon-dashboard"></span> <span class="nav-text">{% trans "Dashboard" %}</span></a></li>
+                <li><a href='{% url 'helpdesk:list' %}'><span class="glyphicon glyphicon-tags"></span> <span class="nav-text">{% trans "Tickets" %}</span></a></li>
+                <li><a href='{% url 'helpdesk:submit' %}'><span class="glyphicon glyphicon-plus"></span> <span class="nav-text">{% trans "New Ticket" %}</span></a></li>
+                <li><a href='{% url 'helpdesk:report_index' %}'><span class="glyphicon glyphicon-stats"></span> <span class="nav-text"> {% trans "Stats" %}</span></a></li>
                 {% if helpdesk_settings.HELPDESK_KB_ENABLED %}
-                <li><a href='{% url 'helpdesk_kb_index' %}'><span class="glyphicon glyphicon-tree-deciduous"></span> <span class="nav-text">{% trans "Knowledgebase" %}</span></a></li>
+                <li><a href='{% url 'helpdesk:kb_index' %}'><span class="glyphicon glyphicon-tree-deciduous"></span> <span class="nav-text">{% trans "Knowledgebase" %}</span></a></li>
                 {% endif %}
                 {% if user_saved_queries_ %}
                 <li class="headerlink dropdown"><a class="dropdown-toggle" data-toggle="dropdown" href="#"><span class="glyphicon glyphicon-filter"></span> <span class="nav-text">{% trans "Saved Query" %} <b class="caret"></b></span></a>
                     <ul class="dropdown-menu">
                         {% for q in user_saved_queries_ %}
-                            <li><a href="{% url 'helpdesk_list' %}?saved_query={{ q.id }}">{{ q.title }}
+                            <li><a href="{% url 'helpdesk:list' %}?saved_query={{ q.id }}">{{ q.title }}
                                 {% if q.shared %}
                                     (Shared{% ifnotequal user q.user %} by {{ q.user.get_username }}{% endifnotequal %})
                                 {% endif %}</a></li>
@@ -34,18 +34,18 @@
                 {% endif %}
                 <li class="headerlink dropdown"><a class="dropdown-toggle" data-toggle="dropdown" href="#"><span class="glyphicon glyphicon-user"></span> <span class="nav-text">{{ user.get_full_name|default:user.get_username }} <b class="caret"></b></span></a>
                     <ul class="dropdown-menu">
-                        <li><a href='{% url 'helpdesk_user_settings' %}'>{% trans "User Settings" %}</a></li>
+                        <li><a href='{% url 'helpdesk:user_settings' %}'>{% trans "User Settings" %}</a></li>
 {% if helpdesk_settings.HELPDESK_SHOW_CHANGE_PASSWORD and user.has_usable_password %}
                         <li><a href='{% url 'auth_password_change' %}'>{% trans "Change password" %}</a></li>
 {% endif %}
                         <li class="divider"></li>
-                        <li><a href='{% url 'logout' %}'>{#<span class="glyphicon glyphicon-log-out"></span> #}{% trans "Logout" %}</a></li>
+                        <li><a href='{% url 'helpdesk:logout' %}'>{#<span class="glyphicon glyphicon-log-out"></span> #}{% trans "Logout" %}</a></li>
                     </ul>
                 </li>
             </ul>
 
             {% if not query %}
-                    <form class="navbar-form navbar-left" id='searchform' method='get' action="{% url 'helpdesk_list' %}">
+                    <form class="navbar-form navbar-left" id='searchform' method='get' action="{% url 'helpdesk:list' %}">
                         <div class="input-group">
                             <input type='text' name='q' size='15' class='input form-control' placeholder='{% trans "Search..." %}' id='search_query' title='{% trans "Enter a keyword, or a ticket number to jump straight to that ticket." %}'/>
                             <input type='hidden' name='status' value='1' /><input type='hidden' name='status' value='2' /><input type='hidden' name='status' value='3' />
@@ -61,16 +61,16 @@
             {# Public menu #}
             <ul id="dropdown" class="nav navbar-nav">
                 {% if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE %}
-                    <li><a href='{% url 'helpdesk_dashboard' %}'>{% trans "Dashboard" %}</a></li>
-                    <li><a href='{% url 'helpdesk_submit' %}'>{% trans "Submit a Ticket" %}</a></li>
+                    <li><a href='{% url 'helpdesk:dashboard' %}'>{% trans "Dashboard" %}</a></li>
+                    <li><a href='{% url 'helpdesk:submit' %}'>{% trans "Submit a Ticket" %}</a></li>
                 {% else %}
                     {% if helpdesk_settings.HELPDESK_SUBMIT_A_TICKET_PUBLIC %}
-                        <li><a href='{% url 'helpdesk_home' %}'>{% trans "Submit a Ticket" %}</a></li>
+                        <li><a href='{% url 'helpdesk:home' %}'>{% trans "Submit a Ticket" %}</a></li>
                     {% endif %}
                 {% endif %}
-                {% if helpdesk_settings.HELPDESK_KB_ENABLED %}<li><a href='{% url 'helpdesk_kb_index' %}'>{% trans "Knowledgebase" %}</a></li>{% endif %}
+                {% if helpdesk_settings.HELPDESK_KB_ENABLED %}<li><a href='{% url 'helpdesk:kb_index' %}'>{% trans "Knowledgebase" %}</a></li>{% endif %}
                 {% if not request.path == '/helpdesk/login/' or user.is_authenticated %}
-                    <li>{% if user.is_authenticated %}<a href='{% url 'logout' %}'>{% trans "Logout" %}</a>{% else %}<a href='{% url 'login' %}?next={% if next %}{{ next|escape }}{% else %}{% url 'helpdesk_home' %}{% endif %}'>{% trans "Log In" %}</a>{% endif %}</li>
+                    <li>{% if user.is_authenticated %}<a href='{% url 'helpdesk:logout' %}'>{% trans "Logout" %}</a>{% else %}<a href='{% url 'helpdesk:login' %}?next={% if next %}{{ next|escape }}{% else %}{% url 'helpdesk:home' %}{% endif %}'>{% trans "Log In" %}</a>{% endif %}</li>
                 {% endif %}
             </ul>
         {% endif %}
diff --git a/helpdesk/templates/helpdesk/public_homepage.html b/helpdesk/templates/helpdesk/public_homepage.html
index 649a9d29..aee16c83 100644
--- a/helpdesk/templates/helpdesk/public_homepage.html
+++ b/helpdesk/templates/helpdesk/public_homepage.html
@@ -72,7 +72,7 @@
 <div class="panel-body">
 <h2>{% trans "View a Ticket" %}</h2>
 
-<form method='get' action="{% url 'helpdesk_public_view' %}">
+<form method='get' action="{% url 'helpdesk:public_view' %}">
 <fieldset>
     <div class="form-group {% if field.errors %}has-error{% endif %}">
         <label for='id_ticket'>{% trans "Ticket" %}</label>
diff --git a/helpdesk/templates/helpdesk/public_view_form.html b/helpdesk/templates/helpdesk/public_view_form.html
index bdf3b527..156573fa 100644
--- a/helpdesk/templates/helpdesk/public_view_form.html
+++ b/helpdesk/templates/helpdesk/public_view_form.html
@@ -3,7 +3,7 @@
 {% block helpdesk_body %}
 <h2>{% trans "View a Ticket" %}</h2>
 
-<form method='get' action='{% url 'helpdesk_public_view' %}'>
+<form method='get' action='{% url 'helpdesk:public_view' %}'>
 
 {% if error_message %}<p><strong>{% trans "Error:" %}</strong> {{ error_message }}</p>{% endif %}
 
diff --git a/helpdesk/templates/helpdesk/registration/login.html b/helpdesk/templates/helpdesk/registration/login.html
index 62cda1bc..2819914c 100644
--- a/helpdesk/templates/helpdesk/registration/login.html
+++ b/helpdesk/templates/helpdesk/registration/login.html
@@ -4,7 +4,7 @@
 {% block helpdesk_body %}
 
 {% if request.user.is_authenticated %}
-    <meta http-equiv="REFRESH" content="0;url={% url 'helpdesk_home' %}">
+    <meta http-equiv="REFRESH" content="0;url={% url 'helpdesk:home' %}">
 {% else %}
     <div class="col-xs-6">
 <div class="panel panel-default">
diff --git a/helpdesk/templates/helpdesk/rss_list.html b/helpdesk/templates/helpdesk/rss_list.html
index fecb9a8f..9d84ad51 100644
--- a/helpdesk/templates/helpdesk/rss_list.html
+++ b/helpdesk/templates/helpdesk/rss_list.html
@@ -7,13 +7,13 @@
 <p>{% trans "The following RSS feeds are available for you to monitor using your preferred RSS software. With the exception of the 'Latest Activity' feed, all feeds provide information only on Open and Reopened cases. This ensures your RSS reader isn't full of information about closed or historical tasks." %}</p>
 
 <dl>
-    <dt><a href='{% url 'helpdesk_rss_user' user.get_username %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "My Open Tickets" %}' border='0' />{% trans "My Open Tickets" %}</a></dt>
+    <dt><a href='{% url 'helpdesk:rss_user' user.get_username %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "My Open Tickets" %}' border='0' />{% trans "My Open Tickets" %}</a></dt>
     <dd>{% trans "A summary of your open tickets - useful for getting alerted to new tickets opened for you" %}</dd>
 
-    <dt><a href='{% url 'helpdesk_rss_activity' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "Latest Activity" %}' border='0' />{% trans "Latest Activity" %}</a></dt>
+    <dt><a href='{% url 'helpdesk:rss_activity' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "Latest Activity" %}' border='0' />{% trans "Latest Activity" %}</a></dt>
     <dd>{% trans "A summary of all helpdesk activity - including comments, emails, attachments, and more" %}</dd>
 
-    <dt><a href='{% url 'helpdesk_rss_unassigned' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "Unassigned Tickets" %}' border='0' />{% trans "Unassigned Tickets" %}</a></dt>
+    <dt><a href='{% url 'helpdesk:rss_unassigned' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "Unassigned Tickets" %}' border='0' />{% trans "Unassigned Tickets" %}</a></dt>
     <dd>{% trans "All unassigned tickets - useful for being alerted to new tickets opened by the public via the web or via e-mail" %}</dd>
 </dl>
 
@@ -28,8 +28,8 @@
 {% for queue in queues %}
 <tr>
     <td>{{ queue.title }}</td>
-    <td align='center'><a href='{% url 'helpdesk_rss_queue' queue.slug %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "Open Tickets" %}' border='0' /></a></td>
-    <td align='center'><a href='{% url 'helpdesk_rss_user_queue' user.get_username queue.slug %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "My Open Tickets" %}' border='0' /></a></td>
+    <td align='center'><a href='{% url 'helpdesk:rss_queue' queue.slug %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "Open Tickets" %}' border='0' /></a></td>
+    <td align='center'><a href='{% url 'helpdesk:rss_user_queue' user.get_username queue.slug %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "My Open Tickets" %}' border='0' /></a></td>
 {% endfor %}
 </tbody>
 </table>
diff --git a/helpdesk/templates/helpdesk/system_settings.html b/helpdesk/templates/helpdesk/system_settings.html
index 5f6bf1e2..a49ed11e 100644
--- a/helpdesk/templates/helpdesk/system_settings.html
+++ b/helpdesk/templates/helpdesk/system_settings.html
@@ -8,7 +8,7 @@
 <p>{% blocktrans %}The following items can be maintained by you or other superusers:{% endblocktrans %}</p>
 
 <ul>
-    <li><a href='{% url 'helpdesk_email_ignore' %}'>{% trans "E-Mail Ignore list" %}</a></li>
+    <li><a href='{% url 'helpdesk:email_ignore' %}'>{% trans "E-Mail Ignore list" %}</a></li>
     <li><a href='{% url 'admin:helpdesk_queue_changelist' %}'>{% trans "Maintain Queues" %}</a></li>
     <li><a href='{% url 'admin:helpdesk_presetreply_changelist' %}'>{% trans "Maintain Pre-Set Replies" %}</a></li>
     <li><a href='{% url 'admin:helpdesk_kbcategory_changelist' %}'>{% trans "Maintain Knowledgebase Categories" %}</a></li>
diff --git a/helpdesk/templates/helpdesk/ticket.html b/helpdesk/templates/helpdesk/ticket.html
index 5b3f35f4..8976ac00 100644
--- a/helpdesk/templates/helpdesk/ticket.html
+++ b/helpdesk/templates/helpdesk/ticket.html
@@ -21,7 +21,7 @@
         $('#id_preset').change(function() {
             preset = $('#id_preset').val();
             if (preset != '') {
-                $.get("{% url 'helpdesk_raw' "preset" %}?id=" + preset, function(data) {
+                $.get("{% url 'helpdesk:raw' "preset" %}?id=" + preset, function(data) {
                     $("#commentBox").val(data)
                 });
             }
@@ -77,11 +77,11 @@ function googleTranslateElementInit() {
         {% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}
         {% if helpdesk_settings.HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP %}
         {% if followup.user and request.user == followup.user and not followup.ticketchange_set.all %}
-        <a href="{% url 'helpdesk_followup_edit' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{% static "helpdesk/buttons/edit.png" %}"></a>
+        <a href="{% url 'helpdesk:followup_edit' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{% static "helpdesk/buttons/edit.png" %}"></a>
         {% endif %}
         {% endif %}
         {% if user.is_superuser and helpdesk_settings.HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP %}
-        <a href="{% url 'helpdesk_followup_delete' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Delete" alt="Delete" src="{% static "helpdesk/buttons/delete.png" %}"></a>
+        <a href="{% url 'helpdesk:followup_delete' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Delete" alt="Delete" src="{% static "helpdesk/buttons/delete.png" %}"></a>
         {% endif %}
     </div>
 {% else %}
@@ -90,11 +90,11 @@ function googleTranslateElementInit() {
         {{ followup.title }} <span class='byline text-info'>{% if followup.user %}by {{ followup.user }}{% endif %} <span title='{{ followup.date|date:"r" }}'>{{ followup.date|naturaltime }}</span>{% if not followup.public %} <span class='private'>({% trans "Private" %})</span>{% endif %}</span>
         {% if helpdesk_settings.HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP %}
         {% if followup.user and request.user == followup.user and not followup.ticketchange_set.all %}
-        <a href="{% url 'helpdesk_followup_edit' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{% static "helpdesk/buttons/edit.png" %}"></a>
+        <a href="{% url 'helpdesk:followup_edit' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Edit" alt="Edit" src="{% static "helpdesk/buttons/edit.png" %}"></a>
         {% endif %}
         {% endif %}
         {% if user.is_superuser and helpdesk_settings.HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP %}
-        <a href="{% url 'helpdesk_followup_delete' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Delete" alt="Delete" src="{% static "helpdesk/buttons/delete.png" %}"></a>
+        <a href="{% url 'helpdesk:followup_delete' ticket.id followup.id %}" class='followup-edit'><img width="60" height="15" title="Delete" alt="Delete" src="{% static "helpdesk/buttons/delete.png" %}"></a>
         {% endif %}
     </div>
 {% endif %}
@@ -107,7 +107,7 @@ function googleTranslateElementInit() {
 {% for attachment in followup.attachment_set.all %}{% if forloop.first %}<div class='attachments'><ul>{% endif %}
 <li><a href='{{ attachment.file.url }}'>{{ attachment.filename }}</a> ({{ attachment.mime_type }}, {{ attachment.size|filesizeformat }})
 {% if followup.user and request.user == followup.user %}
-<a href='{% url 'helpdesk_attachment_del' ticket.id attachment.id %}'>delete</a>
+<a href='{% url 'helpdesk:attachment_del' ticket.id attachment.id %}'>delete</a>
 {% endif %}
 </li>
 {% if forloop.last %}</ul></div>{% endif %}
diff --git a/helpdesk/templates/helpdesk/ticket_cc_list.html b/helpdesk/templates/helpdesk/ticket_cc_list.html
index 70815f8d..ce44f836 100644
--- a/helpdesk/templates/helpdesk/ticket_cc_list.html
+++ b/helpdesk/templates/helpdesk/ticket_cc_list.html
@@ -20,12 +20,12 @@
     <td>{{ person.display }}</td>
     <td>{{ person.can_view }}</td>
     <td>{{ person.can_update }}</td>
-    <td><a href='{% url 'helpdesk_ticket_cc_del' ticket.id person.id %}'>{% trans "Delete" %}</a></td>
+    <td><a href='{% url 'helpdesk:ticket_cc_del' ticket.id person.id %}'>{% trans "Delete" %}</a></td>
 </tr>
 {% endfor %}
 </tbody>
 </table>
 
-<p><a href='{% url 'helpdesk_view' ticket.id %}'>{% blocktrans with ticket.title as ticket_title %}Return to <em>{{ ticket_title }}</em>{% endblocktrans %}</a></p>
+<p><a href='{% url 'helpdesk:view' ticket.id %}'>{% blocktrans with ticket.title as ticket_title %}Return to <em>{{ ticket_title }}</em>{% endblocktrans %}</a></p>
 
 {% endblock %}
diff --git a/helpdesk/templates/helpdesk/ticket_desc_table.html b/helpdesk/templates/helpdesk/ticket_desc_table.html
index 2289f01f..2763f1b7 100644
--- a/helpdesk/templates/helpdesk/ticket_desc_table.html
+++ b/helpdesk/templates/helpdesk/ticket_desc_table.html
@@ -3,9 +3,9 @@
 <table class="table table-hover table-bordered table-striped">
 <thead>
     <tr class='row_tablehead'><td colspan='2'><h3>{{ ticket.id }}. {{ ticket.title }} [{{ ticket.get_status }}]</h3> <span class='ticket_toolbar'>
-        <a href='{% url 'helpdesk_edit' ticket.id %}' class="ticket-edit"><span class="glyphicon glyphicon-pencil"></span> Edit</a>
-    | <a href='{% url 'helpdesk_delete' ticket.id %}' class="ticket-delete"><span class="glyphicon glyphicon-remove"></span> Delete</a>
-    {% if ticket.on_hold %} | <a href='{% url 'helpdesk_unhold' ticket.id %}' class="ticket-hold">{% trans "Unhold" %}</a>{% else %} | <a href='{% url 'helpdesk_hold' ticket.id %}' class="ticket-hold">{% trans "Hold" %}</a>{% endif %}
+        <a href='{% url 'helpdesk:edit' ticket.id %}' class="ticket-edit"><span class="glyphicon glyphicon-pencil"></span> Edit</a>
+    | <a href='{% url 'helpdesk:delete' ticket.id %}' class="ticket-delete"><span class="glyphicon glyphicon-remove"></span> Delete</a>
+    {% if ticket.on_hold %} | <a href='{% url 'helpdesk:unhold' ticket.id %}' class="ticket-hold">{% trans "Unhold" %}</a>{% else %} | <a href='{% url 'helpdesk:hold' ticket.id %}' class="ticket-hold">{% trans "Hold" %}</a>{% endif %}
     </span></td></tr>
 <tr><th colspan='2'>{% blocktrans with ticket.queue as queue %}Queue: {{ queue }}{% endblocktrans %}</th></tr>
 </thead>
@@ -41,7 +41,7 @@
 
 <tr>
     <th>{% trans "Submitter E-Mail" %}</th>
-    <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>
+    <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>
@@ -51,19 +51,19 @@
 
 <tr>
     <th>{% trans "Copies To" %}</th>
-    <td>{{ ticketcc_string }} <a data-toggle='tooltip' href='{% url 'helpdesk_ticket_cc' ticket.id %}' title='{% trans "Click here to add / remove people who should receive an e-mail whenever this ticket is updated." %}'><strong>{% trans "Manage" %}</strong></a>{% if SHOW_SUBSCRIBE %}, <strong><a data-toggle='tooltip' href='?subscribe' title='{% trans "Click here to subscribe yourself to this ticket, if you want to receive an e-mail whenever this ticket is updated." %}'>{% trans "Subscribe" %}</a></strong>{% endif %}</td>
+    <td>{{ ticketcc_string }} <a data-toggle='tooltip' href='{% url 'helpdesk:ticket_cc' ticket.id %}' title='{% trans "Click here to add / remove people who should receive an e-mail whenever this ticket is updated." %}'><strong>{% trans "Manage" %}</strong></a>{% if SHOW_SUBSCRIBE %}, <strong><a data-toggle='tooltip' href='?subscribe' title='{% trans "Click here to subscribe yourself to this ticket, if you want to receive an e-mail whenever this ticket is updated." %}'>{% trans "Subscribe" %}</a></strong>{% endif %}</td>
 </tr>
 
 <tr>
     <th>{% trans "Dependencies" %}</th>
     <td>{% for dep in ticket.ticketdependency.all %}
         {% if forloop.first %}<p>{% trans "This ticket cannot be resolved until the following ticket(s) are resolved" %}</p><ul>{% endif %}
-            <li><a href='{{ dep.depends_on.get_absolute_url }}'>{{ dep.depends_on.ticket }} {{ dep.depends_on.title }}</a> ({{ dep.depends_on.get_status_display }}) <a href='{% url 'helpdesk_ticket_dependency_del' ticket.id dep.id %}'>{% trans "Remove Dependency" %}</a></li>
+            <li><a href='{{ dep.depends_on.get_absolute_url }}'>{{ dep.depends_on.ticket }} {{ dep.depends_on.title }}</a> ({{ dep.depends_on.get_status_display }}) <a href='{% url 'helpdesk:ticket_dependency_del' ticket.id dep.id %}'>{% trans "Remove Dependency" %}</a></li>
         {% if forloop.last %}</ul>{% endif %}
         {% empty %}
         <p>{% trans "This ticket has no dependencies." %}</p>
         {% endfor %}
-        <p><a data-toggle='tooltip' href='{% url 'helpdesk_ticket_dependency_add' ticket.id %}' title="{% trans "Click on 'Add Dependency', if you want to make this ticket dependent on another ticket. A ticket may not be closed until all tickets it depends on are closed." %}">{% trans "Add Dependency" %}</a></p>
+        <p><a data-toggle='tooltip' href='{% url 'helpdesk:ticket_dependency_add' ticket.id %}' title="{% trans "Click on 'Add Dependency', if you want to make this ticket dependent on another ticket. A ticket may not be closed until all tickets it depends on are closed." %}">{% trans "Add Dependency" %}</a></p>
     </td>
 </tr>
 
diff --git a/helpdesk/templates/helpdesk/ticket_list.html b/helpdesk/templates/helpdesk/ticket_list.html
index 4fc906c2..ad19c8d1 100644
--- a/helpdesk/templates/helpdesk/ticket_list.html
+++ b/helpdesk/templates/helpdesk/ticket_list.html
@@ -143,7 +143,7 @@ $(document).ready(function() {
     <hr style='clear: both;' />
     <input class="btn btn-primary" type='submit' value='{% trans "Apply Filter" %}' />
     {% if from_saved_query and saved_query.user == user %}
-    <p>{% blocktrans with saved_query.title as query_name %}You are currently viewing saved query <strong>"{{ query_name }}"</strong>.{% endblocktrans %} <a href='{% url 'helpdesk_delete_query' saved_query.id %}'>{% trans "Delete Saved Query" %}</a></p>
+    <p>{% blocktrans with saved_query.title as query_name %}You are currently viewing saved query <strong>"{{ query_name }}"</strong>.{% endblocktrans %} <a href='{% url 'helpdesk:delete_query' saved_query.id %}'>{% trans "Delete Saved Query" %}</a></p>
     {% endif %}
     {% if from_saved_query %}
     <p>{% blocktrans with saved_query.id as query_id %}<a href='../reports/?saved_query={{ query_id }}'>Run a report</a> on this query to see stats and charts for the data listed below.{% endblocktrans %}</p>
@@ -164,7 +164,7 @@ $(document).ready(function() {
     </div>
     <div id="collapseTwo" class="panel-collapse collapse">
       <div class="panel-body">
-    <form method='post' action='{% url 'helpdesk_savequery' %}'>
+    <form method='post' action='{% url 'helpdesk:savequery' %}'>
     <input type='hidden' name='query_encoded' value='{{ urlsafe_query }}' />
     <dl>
         <dt><label for='id_title'>{% trans "Query Name" %}</label></dt>
@@ -198,7 +198,7 @@ $(document).ready(function() {
     </div>
     <div id="collapseThree" class="panel-collapse collapse">
       <div class="panel-body">
-    <form method='get' action='{% url 'helpdesk_list' %}'>
+    <form method='get' action='{% url 'helpdesk:list' %}'>
     <p><label for='id_query_selector'>{% trans "Query" %}</label> <select name='saved_query' id='id_query_selector'>
         {% for q in user_saved_queries %}
         <option value='{{ q.id }}'>{{ q.title }}{% if q.shared %} (Shared{% ifnotequal user q.user %} by {{ q.user.get_username }}{% endifnotequal %}){% endif %}</option>
@@ -218,7 +218,7 @@ $(document).ready(function() {
 <div class="row">
 
 {{ search_message|safe }}
-<form method='post' action='{% url 'helpdesk_mass_update' %}' id="ticket_mass_update">
+<form method='post' action='{% url 'helpdesk:mass_update' %}' id="ticket_mass_update">
 <table class="table table-hover table-bordered table-striped">
 <caption>{% trans "Tickets" %}</caption>
 <thead>
diff --git a/helpdesk/templatetags/ticket_to_link.py b/helpdesk/templatetags/ticket_to_link.py
index 2e72729a..91faafba 100644
--- a/helpdesk/templatetags/ticket_to_link.py
+++ b/helpdesk/templatetags/ticket_to_link.py
@@ -44,7 +44,7 @@ def num_to_link(text):
         start = match.start()
         end = match.end()
         number = match.groups()[0]
-        url = reverse('helpdesk_view', args=[number])
+        url = reverse('helpdesk:view', args=[number])
         try:
             ticket = Ticket.objects.get(id=number)
         except Ticket.DoesNotExist:
diff --git a/helpdesk/tests/test_navigation.py b/helpdesk/tests/test_navigation.py
index 44c37983..c2ed10bd 100644
--- a/helpdesk/tests/test_navigation.py
+++ b/helpdesk/tests/test_navigation.py
@@ -28,7 +28,7 @@ class TestKBDisabled(TestCase):
         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'))
+            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)")
diff --git a/helpdesk/tests/test_per_queue_staff_permission.py b/helpdesk/tests/test_per_queue_staff_permission.py
index 8362307a..8c7d32e5 100644
--- a/helpdesk/tests/test_per_queue_staff_permission.py
+++ b/helpdesk/tests/test_per_queue_staff_permission.py
@@ -75,7 +75,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
         # Regular users
         for identifier in self.IDENTIFIERS:
             self.client.login(username='User_%d' % identifier, password=identifier)
-            response = self.client.get(reverse('helpdesk_dashboard'))
+            response = self.client.get(reverse('helpdesk:dashboard'))
             self.assertEqual(
                 len(response.context['unassigned_tickets']),
                 identifier,
@@ -99,7 +99,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
 
         # Superuser
         self.client.login(username='superuser', password='superuser')
-        response = self.client.get(reverse('helpdesk_dashboard'))
+        response = self.client.get(reverse('helpdesk:dashboard'))
         self.assertEqual(
             len(response.context['unassigned_tickets']),
             3,
@@ -132,7 +132,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
         # Regular users
         for identifier in self.IDENTIFIERS:
             self.client.login(username='User_%d' % identifier, password=identifier)
-            response = self.client.get(reverse('helpdesk_list'))
+            response = self.client.get(reverse('helpdesk:list'))
             self.assertEqual(
                 len(response.context['tickets']),
                 identifier * 2,
@@ -151,7 +151,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
 
         # Superuser
         self.client.login(username='superuser', password='superuser')
-        response = self.client.get(reverse('helpdesk_list'))
+        response = self.client.get(reverse('helpdesk:list'))
         self.assertEqual(
             len(response.context['tickets']),
             6,
@@ -168,7 +168,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
         for identifier in self.IDENTIFIERS:
             self.client.login(username='User_%d' % identifier, password=identifier)
             response = self.client.get(
-                reverse('helpdesk_run_report', kwargs={'report': 'userqueue'})
+                reverse('helpdesk:run_report', kwargs={'report': 'userqueue'})
             )
             # Only two columns of data should be present: ticket counts for
             # unassigned and this user only
@@ -199,7 +199,7 @@ class PerQueueStaffMembershipTestCase(TestCase):
         # Superuser
         self.client.login(username='superuser', password='superuser')
         response = self.client.get(
-            reverse('helpdesk_run_report', kwargs={'report': 'userqueue'})
+            reverse('helpdesk:run_report', kwargs={'report': 'userqueue'})
         )
         # Superuser should see ticket counts for all two queues, which includes
         # three columns: unassigned and both user 1 and user 2
diff --git a/helpdesk/tests/test_public_actions.py b/helpdesk/tests/test_public_actions.py
index 95ccfb70..85deefdc 100644
--- a/helpdesk/tests/test_public_actions.py
+++ b/helpdesk/tests/test_public_actions.py
@@ -21,7 +21,7 @@ class PublicActionsTestCase(TestCase):
         self.client = Client()
 
     def test_public_view_ticket(self):
-        response = self.client.get('%s?ticket=%s&email=%s' % (reverse('helpdesk_public_view'), self.ticket.ticket_for_url, 'test.submitter@example.com'))
+        response = self.client.get('%s?ticket=%s&email=%s' % (reverse('helpdesk:public_view'), self.ticket.ticket_for_url, 'test.submitter@example.com'))
         self.assertEqual(response.status_code, 200)
         self.assertTemplateNotUsed(response, 'helpdesk/public_view_form.html')
 
@@ -38,7 +38,7 @@ class PublicActionsTestCase(TestCase):
 
         current_followups = ticket.followup_set.all().count()
         
-        response = self.client.get('%s?ticket=%s&email=%s&close' % (reverse('helpdesk_public_view'), ticket.ticket_for_url, 'test.submitter@example.com'))
+        response = self.client.get('%s?ticket=%s&email=%s&close' % (reverse('helpdesk:public_view'), ticket.ticket_for_url, 'test.submitter@example.com'))
         
         ticket = Ticket.objects.get(id=self.ticket.id)
 
diff --git a/helpdesk/tests/test_ticket_submission.py b/helpdesk/tests/test_ticket_submission.py
index e5f9933b..7334a129 100644
--- a/helpdesk/tests/test_ticket_submission.py
+++ b/helpdesk/tests/test_ticket_submission.py
@@ -35,7 +35,7 @@ class TicketBasicsTestCase(TestCase):
     def test_create_ticket_public(self):
         email_count = len(mail.outbox)
 
-        response = self.client.get(reverse('helpdesk_home'))
+        response = self.client.get(reverse('helpdesk:home'))
         self.assertEqual(response.status_code, 200)
 
         post_data = {
@@ -46,7 +46,7 @@ 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]
@@ -55,7 +55,7 @@ class TicketBasicsTestCase(TestCase):
         # Django 1.9 compatible way of testing this
         # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
         urlparts = urlparse(last_redirect_url)
-        self.assertEqual(urlparts.path, reverse('helpdesk_public_view'))
+        self.assertEqual(urlparts.path, reverse('helpdesk:public_view'))
 
         # Ensure submitter, new-queue + update-queue were all emailed.
         self.assertEqual(email_count+3, len(mail.outbox))
@@ -70,7 +70,7 @@ class TicketBasicsTestCase(TestCase):
                 'priority': 3,
                 }
 
-        response = self.client.post(reverse('helpdesk_home'), post_data)
+        response = self.client.post(reverse('helpdesk:home'), post_data)
         self.assertEqual(response.status_code, 200)
         self.assertEqual(email_count, len(mail.outbox))
         self.assertContains(response, 'Select a valid choice.')
@@ -88,7 +88,7 @@ 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]
@@ -99,7 +99,7 @@ class TicketBasicsTestCase(TestCase):
         # Django 1.9 compatible way of testing this
         # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
         urlparts = urlparse(last_redirect_url)
-        self.assertEqual(urlparts.path, reverse('helpdesk_public_view'))
+        self.assertEqual(urlparts.path, reverse('helpdesk:public_view'))
 
         # Ensure only two e-mails were sent - submitter & updated.
         self.assertEqual(email_count+2, len(mail.outbox))
diff --git a/helpdesk/urls.py b/helpdesk/urls.py
index ab9a5437..7fd7e009 100644
--- a/helpdesk/urls.py
+++ b/helpdesk/urls.py
@@ -32,161 +32,163 @@ class DirectTemplateView(TemplateView):
                     context[key] = value
         return context
 
+app_name = 'helpdesk'
+
 urlpatterns = [
     url(r'^dashboard/$',
         staff.dashboard,
-        name='helpdesk_dashboard'),
+        name='dashboard'),
 
     url(r'^tickets/$',
         staff.ticket_list,
-        name='helpdesk_list'),
+        name='list'),
 
     url(r'^tickets/update/$',
         staff.mass_update,
-        name='helpdesk_mass_update'),
+        name='mass_update'),
 
     url(r'^tickets/submit/$',
         staff.create_ticket,
-        name='helpdesk_submit'),
+        name='submit'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/$',
         staff.view_ticket,
-        name='helpdesk_view'),
+        name='view'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/followup_edit/(?P<followup_id>[0-9]+)/$',
         staff.followup_edit,
-        name='helpdesk_followup_edit'),
+        name='followup_edit'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/followup_delete/(?P<followup_id>[0-9]+)/$',
         staff.followup_delete,
-        name='helpdesk_followup_delete'),
+        name='followup_delete'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/edit/$',
         staff.edit_ticket,
-        name='helpdesk_edit'),
+        name='edit'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/update/$',
         staff.update_ticket,
-        name='helpdesk_update'),
+        name='update'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/delete/$',
         staff.delete_ticket,
-        name='helpdesk_delete'),
+        name='delete'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/hold/$',
         staff.hold_ticket,
-        name='helpdesk_hold'),
+        name='hold'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/unhold/$',
         staff.unhold_ticket,
-        name='helpdesk_unhold'),
+        name='unhold'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/$',
         staff.ticket_cc,
-        name='helpdesk_ticket_cc'),
+        name='ticket_cc'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/add/$',
         staff.ticket_cc_add,
-        name='helpdesk_ticket_cc_add'),
+        name='ticket_cc_add'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/delete/(?P<cc_id>[0-9]+)/$',
         staff.ticket_cc_del,
-        name='helpdesk_ticket_cc_del'),
+        name='ticket_cc_del'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/dependency/add/$',
         staff.ticket_dependency_add,
-        name='helpdesk_ticket_dependency_add'),
+        name='ticket_dependency_add'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/dependency/delete/(?P<dependency_id>[0-9]+)/$',
         staff.ticket_dependency_del,
-        name='helpdesk_ticket_dependency_del'),
+        name='ticket_dependency_del'),
 
     url(r'^tickets/(?P<ticket_id>[0-9]+)/attachment_delete/(?P<attachment_id>[0-9]+)/$',
         staff.attachment_del,
-        name='helpdesk_attachment_del'),
+        name='attachment_del'),
 
     url(r'^raw/(?P<type>\w+)/$',
         staff.raw_details,
-        name='helpdesk_raw'),
+        name='raw'),
 
     url(r'^rss/$',
         staff.rss_list,
-        name='helpdesk_rss_index'),
+        name='rss_index'),
 
     url(r'^reports/$',
         staff.report_index,
-        name='helpdesk_report_index'),
+        name='report_index'),
 
     url(r'^reports/(?P<report>\w+)/$',
         staff.run_report,
-        name='helpdesk_run_report'),
+        name='run_report'),
 
     url(r'^save_query/$',
         staff.save_query,
-        name='helpdesk_savequery'),
+        name='savequery'),
 
     url(r'^delete_query/(?P<id>[0-9]+)/$',
         staff.delete_saved_query,
-        name='helpdesk_delete_query'),
+        name='delete_query'),
 
     url(r'^settings/$',
         staff.user_settings,
-        name='helpdesk_user_settings'),
+        name='user_settings'),
 
     url(r'^ignore/$',
         staff.email_ignore,
-        name='helpdesk_email_ignore'),
+        name='email_ignore'),
 
     url(r'^ignore/add/$',
         staff.email_ignore_add,
-        name='helpdesk_email_ignore_add'),
+        name='email_ignore_add'),
 
     url(r'^ignore/delete/(?P<id>[0-9]+)/$',
         staff.email_ignore_del,
-        name='helpdesk_email_ignore_del'),
+        name='email_ignore_del'),
 ]
 
 urlpatterns += [
     url(r'^$',
         public.homepage,
-        name='helpdesk_home'),
+        name='home'),
 
     url(r'^view/$',
         public.view_ticket,
-        name='helpdesk_public_view'),
+        name='public_view'),
 
     url(r'^change_language/$',
         public.change_language,
-        name='helpdesk_public_change_language'),
+        name='public_change_language'),
 ]
 
 urlpatterns += [
     url(r'^rss/user/(?P<user_name>[^/]+)/$',
         login_required(feeds.OpenTicketsByUser()),
-        name='helpdesk_rss_user'),
+        name='rss_user'),
 
     url(r'^rss/user/(?P<user_name>[^/]+)/(?P<queue_slug>[A-Za-z0-9_-]+)/$',
         login_required(feeds.OpenTicketsByUser()),
-        name='helpdesk_rss_user_queue'),
+        name='rss_user_queue'),
 
     url(r'^rss/queue/(?P<queue_slug>[A-Za-z0-9_-]+)/$',
         login_required(feeds.OpenTicketsByQueue()),
-        name='helpdesk_rss_queue'),
+        name='rss_queue'),
 
     url(r'^rss/unassigned/$',
         login_required(feeds.UnassignedTickets()),
-        name='helpdesk_rss_unassigned'),
+        name='rss_unassigned'),
 
     url(r'^rss/recent_activity/$',
         login_required(feeds.RecentFollowUps()),
-        name='helpdesk_rss_activity'),
+        name='rss_activity'),
 ]
 
 
 urlpatterns += [
     url(r'^api/(?P<method>[a-z_-]+)/$',
         api.api,
-        name='helpdesk_api'),
+        name='api'),
 
     url(r'^login/$',
         auth_views.login,
@@ -203,31 +205,31 @@ if helpdesk_settings.HELPDESK_KB_ENABLED:
     urlpatterns += [
         url(r'^kb/$',
             kb.index,
-            name='helpdesk_kb_index'),
+            name='kb_index'),
 
         url(r'^kb/(?P<item>[0-9]+)/$',
             kb.item,
-            name='helpdesk_kb_item'),
+            name='kb_item'),
 
         url(r'^kb/(?P<item>[0-9]+)/vote/$',
             kb.vote,
-            name='helpdesk_kb_vote'),
+            name='kb_vote'),
 
         url(r'^kb/(?P<slug>[A-Za-z0-9_-]+)/$',
             kb.category,
-            name='helpdesk_kb_category'),
+            name='kb_category'),
     ]
 
 urlpatterns += [
     url(r'^api/$',
         TemplateView.as_view(template_name='helpdesk/help_api.html'),
-        name='helpdesk_api_help'),
+        name='api_help'),
 
     url(r'^help/context/$',
         TemplateView.as_view(template_name='helpdesk/help_context.html'),
-        name='helpdesk_help_context'),
+        name='help_context'),
 
     url(r'^system_settings/$',
         DirectTemplateView.as_view(template_name='helpdesk/system_settings.html'),
-        name='helpdesk_system_settings'),
+        name='system_settings'),
 ]
diff --git a/helpdesk/views/feeds.py b/helpdesk/views/feeds.py
index 4efd75b4..cd3bc06c 100644
--- a/helpdesk/views/feeds.py
+++ b/helpdesk/views/feeds.py
@@ -59,13 +59,13 @@ class OpenTicketsByUser(Feed):
     def link(self, obj):
         if obj['queue']:
             return u'%s?assigned_to=%s&queue=%s' % (
-                reverse('helpdesk_list'),
+                reverse('helpdesk:list'),
                 obj['user'].id,
                 obj['queue'].id,
                 )
         else:
             return u'%s?assigned_to=%s' % (
-                reverse('helpdesk_list'),
+                reverse('helpdesk:list'),
                 obj['user'].id,
                 )
 
@@ -101,7 +101,7 @@ class UnassignedTickets(Feed):
 
     title = _('Helpdesk: Unassigned Tickets')
     description = _('Unassigned Open and Reopened tickets')
-    link = ''#%s?assigned_to=' % reverse('helpdesk_list')
+    link = ''#%s?assigned_to=' % reverse('helpdesk:list')
 
     def items(self, obj):
         return Ticket.objects.filter(
@@ -127,7 +127,7 @@ class RecentFollowUps(Feed):
 
     title = _('Helpdesk: Recent Followups')
     description = _('Recent FollowUps, such as e-mail replies, comments, attachments and resolutions')
-    link = '/tickets/' # reverse('helpdesk_list')
+    link = '/tickets/' # reverse('helpdesk:list')
 
     def items(self):
         return FollowUp.objects.order_by('-date')[:20]
@@ -152,7 +152,7 @@ class OpenTicketsByQueue(Feed):
 
     def link(self, obj):
         return '%s?queue=%s' % (
-            reverse('helpdesk_list'),
+            reverse('helpdesk:list'),
             obj.id,
             )
 
diff --git a/helpdesk/views/public.py b/helpdesk/views/public.py
index b020cfb2..c1b6daac 100644
--- a/helpdesk/views/public.py
+++ b/helpdesk/views/public.py
@@ -21,16 +21,16 @@ from helpdesk.models import Ticket, Queue, UserSettings, KBCategory
 
 def homepage(request):
     if not request.user.is_authenticated() and helpdesk_settings.HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT:
-        return HttpResponseRedirect(reverse('login'))
+        return HttpResponseRedirect(reverse('helpdesk:login'))
 
     if (request.user.is_staff or (request.user.is_authenticated() and helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
         try:
             if getattr(request.user.usersettings.settings, 'login_view_ticketlist', False):
-                return HttpResponseRedirect(reverse('helpdesk_list'))
+                return HttpResponseRedirect(reverse('helpdesk:list'))
             else:
-                return HttpResponseRedirect(reverse('helpdesk_dashboard'))
+                return HttpResponseRedirect(reverse('helpdesk:dashboard'))
         except UserSettings.DoesNotExist:
-            return HttpResponseRedirect(reverse('helpdesk_dashboard'))
+            return HttpResponseRedirect(reverse('helpdesk:dashboard'))
 
     if request.method == 'POST':
         form = PublicTicketForm(request.POST, request.FILES)
@@ -42,7 +42,7 @@ def homepage(request):
             else:
                 ticket = form.save()
                 return HttpResponseRedirect('%s?ticket=%s&email=%s'% (
-                    reverse('helpdesk_public_view'),
+                    reverse('helpdesk:public_view'),
                     ticket.ticket_for_url,
                     ticket.submitter_email)
                     )
@@ -91,7 +91,7 @@ def view_ticket(request):
         if ticket:
 
             if request.user.is_staff:
-                redirect_url = reverse('helpdesk_view', args=[ticket_id])
+                redirect_url = reverse('helpdesk:view', args=[ticket_id])
                 if 'close' in request.GET:
                     redirect_url += '?close'
                 return HttpResponseRedirect(redirect_url)
@@ -115,7 +115,7 @@ def view_ticket(request):
             # redirect user back to this ticket if possible.
             redirect_url = ''
             if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
-                redirect_url = reverse('helpdesk_view', args=[ticket_id])
+                redirect_url = reverse('helpdesk:view', args=[ticket_id])
 
             return render_to_response('helpdesk/public_view_ticket.html',
                 RequestContext(request, {
diff --git a/helpdesk/views/staff.py b/helpdesk/views/staff.py
index 2a00f090..a77ff5ae 100644
--- a/helpdesk/views/staff.py
+++ b/helpdesk/views/staff.py
@@ -174,7 +174,7 @@ def delete_ticket(request, ticket_id):
             }))
     else:
         ticket.delete()
-        return HttpResponseRedirect(reverse('helpdesk_home'))
+        return HttpResponseRedirect(reverse('helpdesk:home'))
 delete_ticket = staff_member_required(delete_ticket)
 
 def followup_edit(request, ticket_id, followup_id):
@@ -223,7 +223,7 @@ def followup_edit(request, ticket_id, followup_id):
                 attachment.save()
             # delete old followup
             followup.delete()
-        return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
+        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
 followup_edit = staff_member_required(followup_edit)
 
 def followup_delete(request, ticket_id, followup_id):
@@ -231,11 +231,11 @@ def followup_delete(request, ticket_id, followup_id):
 
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not request.user.is_superuser:
-        return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
+        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
 
     followup = get_object_or_404(FollowUp, id=followup_id)
     followup.delete()
-    return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
+    return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
 followup_delete = staff_member_required(followup_delete)
 
 
@@ -262,7 +262,7 @@ def view_ticket(request, ticket_id):
         ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
         if SHOW_SUBSCRIBE:
             subscribe_staff_member_to_ticket(ticket, request.user)
-            return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
+            return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
 
     if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
         if not ticket.assigned_to:
@@ -351,7 +351,7 @@ def subscribe_staff_member_to_ticket(ticket, user):
 
 def update_ticket(request, ticket_id, public=False):
     if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
-        return HttpResponseRedirect('%s?next=%s' % (reverse('login'), request.path))
+        return HttpResponseRedirect('%s?next=%s' % (reverse('helpdesk:login'), request.path))
 
     ticket = get_object_or_404(Ticket, id=ticket_id)
 
@@ -618,7 +618,7 @@ def mass_update(request):
     tickets = request.POST.getlist('ticket_id')
     action = request.POST.get('action', None)
     if not (tickets and action):
-        return HttpResponseRedirect(reverse('helpdesk_list'))
+        return HttpResponseRedirect(reverse('helpdesk:list'))
 
     if action.startswith('assign_'):
         parts = action.split('_')
@@ -704,7 +704,7 @@ def mass_update(request):
         elif action == 'delete':
             t.delete()
 
-    return HttpResponseRedirect(reverse('helpdesk_list'))
+    return HttpResponseRedirect(reverse('helpdesk:list'))
 mass_update = staff_member_required(mass_update)
 
 def ticket_list(request):
@@ -766,9 +766,9 @@ def ticket_list(request):
         try:
             saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query'))
         except SavedSearch.DoesNotExist:
-            return HttpResponseRedirect(reverse('helpdesk_list'))
+            return HttpResponseRedirect(reverse('helpdesk:list'))
         if not (saved_query.shared or saved_query.user == request.user):
-            return HttpResponseRedirect(reverse('helpdesk_list'))
+            return HttpResponseRedirect(reverse('helpdesk:list'))
 
         try:
             import pickle
@@ -941,7 +941,7 @@ def create_ticket(request):
             if _has_access_to_queue(request.user, ticket.queue):
                 return HttpResponseRedirect(ticket.get_absolute_url())
             else:
-                return HttpResponseRedirect(reverse('helpdesk_dashboard'))
+                return HttpResponseRedirect(reverse('helpdesk:dashboard'))
     else:
         initial_data = {}
         if request.user.usersettings.settings.get('use_email_as_submitter', False) and request.user.email:
@@ -1048,9 +1048,9 @@ def run_report(request, report):
         try:
             saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query'))
         except SavedSearch.DoesNotExist:
-            return HttpResponseRedirect(reverse('helpdesk_report_index'))
+            return HttpResponseRedirect(reverse('helpdesk:report_index'))
         if not (saved_query.shared or saved_query.user == request.user):
-            return HttpResponseRedirect(reverse('helpdesk_report_index'))
+            return HttpResponseRedirect(reverse('helpdesk:report_index'))
 
         try:
             import pickle
@@ -1215,12 +1215,12 @@ def save_query(request):
     query_encoded = request.POST.get('query_encoded', None)
 
     if not title or not query_encoded:
-        return HttpResponseRedirect(reverse('helpdesk_list'))
+        return HttpResponseRedirect(reverse('helpdesk:list'))
 
     query = SavedSearch(title=title, shared=shared, query=query_encoded, user=request.user)
     query.save()
 
-    return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk_list'), query.id))
+    return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk:list'), query.id))
 save_query = staff_member_required(save_query)
 
 
@@ -1229,7 +1229,7 @@ def delete_saved_query(request, id):
 
     if request.method == 'POST':
         query.delete()
-        return HttpResponseRedirect(reverse('helpdesk_list'))
+        return HttpResponseRedirect(reverse('helpdesk:list'))
     else:
         return render_to_response('helpdesk/confirm_delete_saved_query.html',
             RequestContext(request, {
@@ -1268,7 +1268,7 @@ def email_ignore_add(request):
         form = EmailIgnoreForm(request.POST)
         if form.is_valid():
             ignore = form.save()
-            return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
+            return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
     else:
         form = EmailIgnoreForm(request.GET)
 
@@ -1283,7 +1283,7 @@ 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'))
+        return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
     else:
         return render_to_response('helpdesk/email_ignore_del.html',
             RequestContext(request, {
@@ -1315,7 +1315,7 @@ def ticket_cc_add(request, ticket_id):
             ticketcc = form.save(commit=False)
             ticketcc.ticket = ticket
             ticketcc.save()
-            return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': ticket.id}))
+            return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': ticket.id}))
     else:
         form = TicketCCForm()
     return render_to_response('helpdesk/ticket_cc_add.html',
@@ -1330,7 +1330,7 @@ def ticket_cc_del(request, ticket_id, cc_id):
 
     if request.method == 'POST':
         cc.delete()
-        return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
+        return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
     return render_to_response('helpdesk/ticket_cc_del.html',
         RequestContext(request, {
             'cc': cc,
@@ -1348,7 +1348,7 @@ def ticket_dependency_add(request, ticket_id):
             ticketdependency.ticket = ticket
             if ticketdependency.ticket != ticketdependency.depends_on:
                 ticketdependency.save()
-            return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
+            return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
     else:
         form = TicketDependencyForm()
     return render_to_response('helpdesk/ticket_dependency_add.html',
@@ -1362,7 +1362,7 @@ def ticket_dependency_del(request, ticket_id, dependency_id):
     dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, id=dependency_id)
     if request.method == 'POST':
         dependency.delete()
-        return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
+        return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
     return render_to_response('helpdesk/ticket_dependency_del.html',
         RequestContext(request, {
             'dependency': dependency,
@@ -1375,7 +1375,7 @@ def attachment_del(request, ticket_id, attachment_id):
         raise PermissionDenied()
     attachment = get_object_or_404(Attachment, id=attachment_id)
     attachment.delete()
-    return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
+    return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
 attachment_del = staff_member_required(attachment_del)
 
 def calc_average_nbr_days_until_ticket_resolved(Tickets):

From f5ecb67b2217e325bea7b94339ed4ab9100010b8 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@bsc.es>
Date: Tue, 22 Dec 2015 10:29:48 +0100
Subject: [PATCH 02/46] fixing documentation for Django 1.8 and its namespace
 behaviour

---
 docs/install.rst | 5 ++++-
 1 file changed, 4 insertions(+), 1 deletion(-)

diff --git a/docs/install.rst b/docs/install.rst
index f7c46bf9..87e79d80 100644
--- a/docs/install.rst
+++ b/docs/install.rst
@@ -49,10 +49,13 @@ Adding To Your Django Project
 
    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::
 
-     url(r'', include('helpdesk.urls')),
+     url(r'', include('helpdesk.urls', namespace='helpdesk')),
 
    This line will have to come *after* any other lines in your urls.py such as those used by the Django admin.
 
+   Note that the `helpdesk` namespace is no longer required for Django 1.9 and you can use a different namespace.
+   However, it is recommended to use the default namespace name for clarity.
+
 3. Create the required database tables.
 
    Migrate using Django migrations::

From a741395ce5654f9761dc9da27f455a4de8263474 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@bsc.es>
Date: Tue, 22 Dec 2015 11:20:52 +0100
Subject: [PATCH 03/46] chaging tests to aknowledge helpdesk namespace

---
 helpdesk/models.py                | 6 +++---
 helpdesk/tests/test_navigation.py | 4 ++--
 helpdesk/tests/urls.py            | 5 +++++
 quicktest.py                      | 2 +-
 4 files changed, 11 insertions(+), 6 deletions(-)
 create mode 100644 helpdesk/tests/urls.py

diff --git a/helpdesk/models.py b/helpdesk/models.py
index d86ec7dd..86682f85 100644
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@@ -539,7 +539,7 @@ class Ticket(models.Model):
         return '%s %s' % (self.id, self.title)
 
     def get_absolute_url(self):
-        return ('helpdesk_view', (self.id,))
+        return ('helpdesk:view', (self.id,))
     get_absolute_url = models.permalink(get_absolute_url)
 
     def save(self, *args, **kwargs):
@@ -928,7 +928,7 @@ class KBCategory(models.Model):
         verbose_name_plural = _('Knowledge base categories')
 
     def get_absolute_url(self):
-        return ('helpdesk_kb_category', (), {'slug': self.slug})
+        return ('kb_category', (), {'slug': self.slug})
     get_absolute_url = models.permalink(get_absolute_url)
 
 
@@ -996,7 +996,7 @@ class KBItem(models.Model):
         verbose_name_plural = _('Knowledge base items')
 
     def get_absolute_url(self):
-        return ('helpdesk_kb_item', (self.id,))
+        return ('helpdesk:kb_item', (self.id,))
     get_absolute_url = models.permalink(get_absolute_url)
 
 
diff --git a/helpdesk/tests/test_navigation.py b/helpdesk/tests/test_navigation.py
index c2ed10bd..4ea6567f 100644
--- a/helpdesk/tests/test_navigation.py
+++ b/helpdesk/tests/test_navigation.py
@@ -26,11 +26,11 @@ class TestKBDisabled(TestCase):
         from django.core.urlresolvers import NoReverseMatch
 
         self.client.login(username=get_staff_user().get_username(), password='password')
-        self.assertRaises(NoReverseMatch, reverse, 'helpdesk_kb_index')
+        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:
+            if 'helpdesk:kb_index' in e.message:
                 self.fail("Please verify any unchecked references to helpdesk_kb_index (start with navigation.html)")
             else:
                 raise
diff --git a/helpdesk/tests/urls.py b/helpdesk/tests/urls.py
new file mode 100644
index 00000000..12553ec3
--- /dev/null
+++ b/helpdesk/tests/urls.py
@@ -0,0 +1,5 @@
+from django.conf.urls import include, url
+
+urlpatterns = [
+    url(r'^helpdesk/', include('helpdesk.urls', namespace='helpdesk')),
+]
diff --git a/quicktest.py b/quicktest.py
index 381c567b..723605a7 100644
--- a/quicktest.py
+++ b/quicktest.py
@@ -90,7 +90,7 @@ class QuickDjangoTest(object):
             },
             INSTALLED_APPS = self.INSTALLED_APPS + self.apps,
             MIDDLEWARE_CLASSES = self.MIDDLEWARE_CLASSES,
-            ROOT_URLCONF = self.apps[0] + '.urls',
+            ROOT_URLCONF = 'tests.urls',
             STATIC_URL = '/static/'
         )
 

From 4ca5e13ff173d7a9dfb2838347d7e3c4cd430955 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@bsc.es>
Date: Tue, 22 Dec 2015 11:27:07 +0100
Subject: [PATCH 04/46] missed the real tests module location, sorry about that

---
 quicktest.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/quicktest.py b/quicktest.py
index 723605a7..c3170bc5 100644
--- a/quicktest.py
+++ b/quicktest.py
@@ -90,7 +90,7 @@ class QuickDjangoTest(object):
             },
             INSTALLED_APPS = self.INSTALLED_APPS + self.apps,
             MIDDLEWARE_CLASSES = self.MIDDLEWARE_CLASSES,
-            ROOT_URLCONF = 'tests.urls',
+            ROOT_URLCONF = 'helpdesk.tests.urls',
             STATIC_URL = '/static/'
         )
 

From 8341ad217c4927751aab166a88fcb09e301ae02b Mon Sep 17 00:00:00 2001
From: Jan Beran <jberan@redhat.com>
Date: Wed, 17 Aug 2016 22:01:09 +0200
Subject: [PATCH 05/46] Syntax correction for Python 3.4 and 3.5

---
 helpdesk/akismet.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/akismet.py b/helpdesk/akismet.py
index 98ac4e1d..b5783678 100644
--- a/helpdesk/akismet.py
+++ b/helpdesk/akismet.py
@@ -133,7 +133,7 @@ class Akismet(object):
     def _safeRequest(self, url, data, headers):
         try:
             resp = _fetch_url(url, data, headers)
-        except Exception, e:
+        except Exception as e:
             raise AkismetError(str(e))
         return resp
 

From e5c3c4a4355ed20582c01a48b808766e77131d1c Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Wed, 14 Sep 2016 20:35:18 -0400
Subject: [PATCH 06/46] Used six to add python3 compatibility along side
 existing python2, and replaced print statements with logging features. Can
 now poll a local directory for mail too, not just remote POP3/IMAP.

---
 helpdesk/management/commands/get_email.py     | 148 +++++++++++++++---
 .../0013_email_box_local_dir_and_logging.py   |  35 +++++
 helpdesk/models.py                            |  35 ++++-
 requirements.txt                              |   1 +
 4 files changed, 191 insertions(+), 28 deletions(-)
 create mode 100644 helpdesk/migrations/0013_email_box_local_dir_and_logging.py

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index 99f45f73..b8f752dd 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -5,18 +5,23 @@ Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
 (c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
 
 scripts/get_email.py - Designed to be run from cron, this script checks the
-                       POP and IMAP boxes defined for the queues within a
+                       POP and IMAP boxes, or a local mailbox directory,
+                       defined for the queues within a
                        helpdesk, creating tickets from the new messages (or
                        adding to existing tickets if needed)
 """
 from __future__ import print_function
 
 import email
+import codecs
 import imaplib
 import mimetypes
 import poplib
 import re
 import socket
+import six
+from os import listdir, unlink
+from os.path import isfile, join
 
 from datetime import timedelta
 from email.header import decode_header
@@ -25,6 +30,7 @@ from optparse import make_option
 
 from email_reply_parser import EmailReplyParser
 
+from django import VERSION
 from django.core.files.base import ContentFile
 from django.core.management.base import BaseCommand
 from django.db.models import Q
@@ -39,12 +45,17 @@ except ImportError:
 from helpdesk.lib import send_templated_mail, safe_template_context
 from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
 
+import logging
+from time import ctime
+
 
 class Command(BaseCommand):
     def __init__(self):
         BaseCommand.__init__(self)
 
-        self.option_list += (
+        # Django 1.7 uses different way to specify options than 1.8+
+        if VERSION < (1, 8):
+            self.option_list += (
             make_option(
                 '--quiet', '-q',
                 default=False,
@@ -52,7 +63,16 @@ class Command(BaseCommand):
                 help='Hide details about each queue/message as they are processed'),
             )
 
-    help = 'Process Jutda Helpdesk queues and process e-mails via POP3/IMAP as required, feeding them into the helpdesk.'
+    help = 'Process django-helpdesk queues and process e-mails via POP3/IMAP or from a local mailbox directory as required, feeding them into the helpdesk.'
+
+    def add_arguments(self, parser):
+        parser.add_argument(
+            '--quiet',
+            action='store_true',
+            dest='quiet',
+            default=False,
+            help='Hide details about each queue/message as they are processed',
+        )
 
     def handle(self, *args, **options):
         quiet = options.get('quiet', False)
@@ -64,6 +84,25 @@ def process_email(quiet=False):
             email_box_type__isnull=False,
             allow_email_submission=True):
 
+        logger = logging.getLogger('django.helpdesk.queue.' + q.slug)
+        if not q.logging_type or q.logging_type == 'none':
+            logging.disable(logging.CRITICAL) #disable all messages
+        elif q.logging_type == 'info':
+            logger.setLevel(logging.INFO)
+        elif q.logging_type == 'warn':
+            logger.setLevel(logging.WARN)
+        elif q.logging_type == 'error':
+            logger.setLevel(logging.ERROR)
+        elif q.logging_type == 'crit':
+            logger.setLevel(logging.CRITICAL)
+        elif q.logging_type == 'debug':
+            logger.setLevel(logging.DEBUG)
+        if quiet:
+            logger.propagate = False # do not propagate to root logger that would log to console
+        logdir = q.logging_dir or '/var/log/helpdesk/'
+        handler = logging.FileHandler(logdir + q.slug + '_get_email.log')
+        logger.addHandler(handler)
+
         if not q.email_box_last_check:
             q.email_box_last_check = timezone.now()-timedelta(minutes=30)
 
@@ -76,20 +115,20 @@ def process_email(quiet=False):
         if (q.email_box_last_check + queue_time_delta) > timezone.now():
             continue
 
-        process_queue(q, quiet=quiet)
+        process_queue(q, logger=logger)
 
         q.email_box_last_check = timezone.now()
         q.save()
 
 
-def process_queue(q, quiet=False):
-    if not quiet:
-        print("Processing: %s" % q)
+def process_queue(q, logger):
+    logger.info("***** %s: Begin processing mail for django-helpdesk" % ctime())
 
     if q.socks_proxy_type and q.socks_proxy_host and q.socks_proxy_port:
         try:
             import socks
         except ImportError:
+            logger.error("Queue has been configured with proxy settings, but no socks library was installed. Try to install PySocks via pypi.")
             raise ImportError("Queue has been configured with proxy settings, but no socks library was installed. Try to install PySocks via pypi.")
 
         proxy_type = {
@@ -100,7 +139,11 @@ def process_queue(q, quiet=False):
         socks.set_default_proxy(proxy_type=proxy_type, addr=q.socks_proxy_host, port=q.socks_proxy_port)
         socket.socket = socks.socksocket
     else:
-        socket.socket = socket._socketobject
+        if six.PY2:
+            socket.socket = socket._socketobject
+        elif six.PY3:
+            import _socket
+            socket.socket = _socket.socket
 
     email_box_type = settings.QUEUE_EMAIL_BOX_TYPE if settings.QUEUE_EMAIL_BOX_TYPE else q.email_box_type
 
@@ -113,22 +156,29 @@ def process_queue(q, quiet=False):
             if not q.email_box_port: q.email_box_port = 110
             server = poplib.POP3(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
 
+        logger.info("Attempting POP3 server login")
+
         server.getwelcome()
         server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
         server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
 
 
         messagesInfo = server.list()[1]
+        logger.info("Received %s messages from POP3 server" % str(len(messagesInfo)))
 
         for msg in messagesInfo:
             msgNum = msg.split(" ")[0]
             msgSize = msg.split(" ")[1]
+            logger.info("Processing message %s" % str(msgNum))
 
             full_message = "\n".join(server.retr(msgNum)[1])
-            ticket = ticket_from_message(message=full_message, queue=q, quiet=quiet)
+            ticket = ticket_from_message(message=full_message, queue=q)
 
             if ticket:
                 server.dele(msgNum)
+                logger.info("Successfully processed message %s, deleted from POP3 server" % str(msgNum))
+            else:
+                logger.warn("Message %s was not successfully processed, and will be left on POP3 server" % str(msgNum))
 
         server.quit()
 
@@ -140,36 +190,74 @@ def process_queue(q, quiet=False):
             if not q.email_box_port: q.email_box_port = 143
             server = imaplib.IMAP4(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
 
+        logger.info("Attempting IMAP server login")
+
         server.login(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER, q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
         server.select(q.email_box_imap_folder)
 
         status, data = server.search(None, 'NOT', 'DELETED')
         if data:
             msgnums = data[0].split()
+            logger.info("Received %s messages from IMAP server" % str(len(msgnums)))
             for num in msgnums:
+                logger.info("Processing message %s" % str(num))
                 status, data = server.fetch(num, '(RFC822)')
-                ticket = ticket_from_message(message=data[0][1], queue=q, quiet=quiet)
+                ticket = ticket_from_message(message=data[0][1], queue=q)
                 if ticket:
                     server.store(num, '+FLAGS', '\\Deleted')
-        
+                    logger.info("Successfully processed message %s, deleted from IMAP server" % str(msgNum))
+                else:
+                    logger.warn("Message %s was not successfully processed, and will be left on IMAP server" % str(msgNum))
+
         server.expunge()
         server.close()
         server.logout()
 
+    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 listdir(mail_dir) if isfile(join(mail_dir, f))]
+        logger.info("Found %s messages in local mailbox directory" % str(len(mail)))
+        for m in mail:
+            logger.info("Processing message %s" % str(m))
+            f = open(m, 'r')
+            ticket = ticket_from_message(message=f.read(), queue=q, logger=logger)
+            if ticket:
+                logger.info("Successfully processed message %s, ticket/comment created." % str(m))
+                try:
+                    #unlink(m) #delete message file if ticket was successful
+                    logger.info("Successfully deleted message %s." % str(m))
+                except:
+                    logger.error("Unable to delete message %s." % str(m))
+            else:
+                logger.warn("Message %s was not successfully processed, and will be left in local directory" % str(m))
+
 
 def decodeUnknown(charset, string):
-    if not charset:
-        try:
-            return string.decode('utf-8','ignore')
-        except:
-            return string.decode('iso8859-1','ignore')
-    return unicode(string, charset)
+    if six.PY2:
+        if not charset:
+            try:
+                return string.decode('utf-8','ignore')
+            except:
+                return string.decode('iso8859-1','ignore')
+        return unicode(string, charset)
+    elif six.PY3:
+        if type(string) is not str:
+            if not charset:
+                try:
+                    return codecs.decode(bytes(string),'utf-8','ignore')
+                except:
+                    return codecs.decode(bytes(string),'iso8859-1','ignore')
+            return str(string, charset)
+        return string
 
 def decode_mail_headers(string):
     decoded = decode_header(string)
-    return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
+    if six.PY2:
+        return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
+    elif six.PY3:
+        return u' '.join([str(msg) for msg, charset in decoded])
 
-def ticket_from_message(message, queue, quiet):
+def ticket_from_message(message, queue, logger):
     # 'message' must be an RFC822 formatted message.
     msg = message
     message = email.message_from_string(msg)
@@ -196,7 +284,9 @@ def ticket_from_message(message, queue, quiet):
     if matchobj:
         # This is a reply or forward.
         ticket = matchobj.group('id')
+        logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
     else:
+        logger.info("No tracking ID matched, assuming new ticket")
         ticket = None
 
     counter = 0
@@ -231,7 +321,7 @@ def ticket_from_message(message, queue, quiet):
     if body_plain:
         body = body_plain
     else:
-        body = _('No plain-text email body available. Please see attachment email_html_body.html.')
+        body = _('No plain-text email body available. Please see attachment "email_html_body.html".')
 
     if body_html:
         files.append({
@@ -247,6 +337,7 @@ def ticket_from_message(message, queue, quiet):
             t = Ticket.objects.get(id=ticket)
             new = False
         except Ticket.DoesNotExist:
+            logger.info("Tracking ID not associated with existing ticket. Creating new ticket.")
             ticket = None
 
     priority = 3
@@ -287,16 +378,22 @@ def ticket_from_message(message, queue, quiet):
     if t.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.save()
 
-    if not quiet:
-        print((" [%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
+    if six.PY2:
+        logger.info((" [%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
+    elif six.PY3:
+        logger.info(" [%s-%s] %s" % (t.queue.slug, t.id, t.title,))
 
     for file in files:
         if file['content']:
-            filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
+            if six.PY2:
+                filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
+            elif six.PY3:
+                filename = file['filename'].replace(' ', '_')
             filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
+            logger.info("Found attachment '%s'" % filename)
             a = Attachment(
                 followup=f,
                 filename=filename,
@@ -305,8 +402,7 @@ def ticket_from_message(message, queue, quiet):
                 )
             a.file.save(filename, ContentFile(file['content']), save=False)
             a.save()
-            if not quiet:
-                print("    - %s" % filename)
+            logger.info("Attachment '%s' successfully added to ticket." % filename)
 
 
     context = safe_template_context(t)
diff --git a/helpdesk/migrations/0013_email_box_local_dir_and_logging.py b/helpdesk/migrations/0013_email_box_local_dir_and_logging.py
new file mode 100644
index 00000000..71ba784e
--- /dev/null
+++ b/helpdesk/migrations/0013_email_box_local_dir_and_logging.py
@@ -0,0 +1,35 @@
+# -*- coding: utf-8 -*-
+# Generated by Django 1.10.1 on 2016-09-14 23:47
+from __future__ import unicode_literals
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('helpdesk', '0012_queue_default_owner'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='queue',
+            name='email_box_local_dir',
+            field=models.CharField(blank=True, help_text='If using a local directory, what directory path do you wish to poll for new email? Example: /var/lib/mail/helpdesk/', max_length=200, null=True, verbose_name='E-Mail Local Directory'),
+        ),
+        migrations.AddField(
+            model_name='queue',
+            name='logging_dir',
+            field=models.CharField(blank=True, help_text='If logging is enabled, what directory should we use to store log files for this queue? If no directory is set, default to /var/log/helpdesk/', max_length=200, null=True, verbose_name='Logging Directory'),
+        ),
+        migrations.AddField(
+            model_name='queue',
+            name='logging_type',
+            field=models.CharField(blank=True, choices=[('none', 'None'), ('debug', 'Debug'), ('info', 'Information'), ('warn', 'Warning'), ('error', 'Error'), ('crit', 'Critical')], help_text='Set the default logging level. All messages at that level or above will be logged to the directory set below. If no level is set, logging will be disabled.', max_length=5, null=True, verbose_name='Logging Type'),
+        ),
+        migrations.AlterField(
+            model_name='queue',
+            name='email_box_type',
+            field=models.CharField(blank=True, choices=[('pop3', 'POP 3'), ('imap', 'IMAP'), ('local', 'Local Directory')], help_text='E-Mail server type for creating tickets automatically from a mailbox - both POP3 and IMAP are supported, as well as reading from a local directory.', max_length=5, null=True, verbose_name='E-Mail Box Type'),
+        ),
+    ]
diff --git a/helpdesk/models.py b/helpdesk/models.py
index 8599093a..52a9bd6a 100644
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@@ -115,11 +115,12 @@ class Queue(models.Model):
     email_box_type = models.CharField(
         _('E-Mail Box Type'),
         max_length=5,
-        choices=(('pop3', _('POP 3')), ('imap', _('IMAP'))),
+        choices=(('pop3', _('POP 3')), ('imap', _('IMAP')), ('local',_('Local Directory'))),
         blank=True,
         null=True,
         help_text=_('E-Mail server type for creating tickets automatically '
-            'from a mailbox - both POP3 and IMAP are supported.'),
+            'from a mailbox - both POP3 and IMAP are supported, as well as '
+            'reading from a local directory.'),
         )
 
     email_box_host = models.CharField(
@@ -175,6 +176,15 @@ class Queue(models.Model):
             'folders. Default: INBOX.'),
         )
 
+    email_box_local_dir = models.CharField(
+        _('E-Mail Local Directory'),
+        max_length=200,
+        blank=True,
+        null=True,
+        help_text=_('If using a local directory, what directory path do you '
+            'wish to poll for new email? Example: /var/lib/mail/helpdesk/'),
+        )
+
     permission_name = models.CharField(
         _('Django auth permission name'),
         max_length=50,
@@ -223,6 +233,27 @@ class Queue(models.Model):
         help_text=_('Socks proxy port number. Default: 9150 (default TOR port)'),
     )
 
+    logging_type = models.CharField(
+        _('Logging Type'),
+        max_length=5,
+        choices=(('none', _('None')), ('debug', _('Debug')), ('info',_('Information')), ('warn', _('Warning')), ('error', _('Error')), ('crit', _('Critical'))),
+        blank=True,
+        null=True,
+        help_text=_('Set the default logging level. All messages at that '
+            'level or above will be logged to the directory set below. '
+            'If no level is set, logging will be disabled.'),
+        )
+
+    logging_dir = models.CharField(
+        _('Logging Directory'),
+        max_length=200,
+        blank=True,
+        null=True,
+        help_text=_('If logging is enabled, what directory should we use to '
+            'store log files for this queue? '
+            'If no directory is set, default to /var/log/helpdesk/'),
+        )
+
     default_owner = models.ForeignKey(
         settings.AUTH_USER_MODEL,
         related_name='default_owner',
diff --git a/requirements.txt b/requirements.txt
index 8a67f496..94148d58 100644
--- a/requirements.txt
+++ b/requirements.txt
@@ -3,3 +3,4 @@ django-bootstrap-form>=3.1,<4
 email-reply-parser
 django-markdown-deux
 simplejson
+six

From a4ad602f39da04e9d3bd044a6aeaa6ed98841d0b Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 15 Sep 2016 22:51:00 -0400
Subject: [PATCH 07/46] Remove unnecessary imports, clean up python3 handling
 code to use native str()

---
 helpdesk/management/commands/get_email.py | 10 ++++------
 1 file changed, 4 insertions(+), 6 deletions(-)

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index b8f752dd..d4bcef61 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -10,10 +10,8 @@ scripts/get_email.py - Designed to be run from cron, this script checks the
                        helpdesk, creating tickets from the new messages (or
                        adding to existing tickets if needed)
 """
-from __future__ import print_function
 
 import email
-import codecs
 import imaplib
 import mimetypes
 import poplib
@@ -244,10 +242,10 @@ def decodeUnknown(charset, string):
         if type(string) is not str:
             if not charset:
                 try:
-                    return codecs.decode(bytes(string),'utf-8','ignore')
+                    return str(string,encoding='utf-8',errors='replace')
                 except:
-                    return codecs.decode(bytes(string),'iso8859-1','ignore')
-            return str(string, charset)
+                    return str(string,encoding='iso8859-1',errors='replace')
+            return str(string,encoding=charset)
         return string
 
 def decode_mail_headers(string):
@@ -255,7 +253,7 @@ def decode_mail_headers(string):
     if six.PY2:
         return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
     elif six.PY3:
-        return u' '.join([str(msg) for msg, charset in decoded])
+        return u' '.join([str(msg,encoding=charset,errors='replace') if charset else str(msg) for msg, charset in decoded])
 
 def ticket_from_message(message, queue, logger):
     # 'message' must be an RFC822 formatted message.

From f313b5c3747e4a49549d4f20677b9929017f8503 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Fri, 16 Sep 2016 00:28:13 -0400
Subject: [PATCH 08/46] Added more logging statements, cleaned up a few others

---
 helpdesk/management/commands/get_email.py | 14 ++++++++++----
 1 file changed, 10 insertions(+), 4 deletions(-)

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index d4bcef61..a4189c6d 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -284,7 +284,7 @@ def ticket_from_message(message, queue, logger):
         ticket = matchobj.group('id')
         logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
     else:
-        logger.info("No tracking ID matched, assuming new ticket")
+        logger.info("No tracking ID matched.")
         ticket = None
 
     counter = 0
@@ -301,8 +301,10 @@ def ticket_from_message(message, queue, logger):
         if part.get_content_maintype() == 'text' and name == None:
             if part.get_content_subtype() == 'plain':
                 body_plain = EmailReplyParser.parse_reply(decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
+                logger.debug("Discovered plain text MIME part")
             else:
                 body_html = part.get_payload(decode=True)
+                logger.debug("Discovered HTML MIME part")
         else:
             if not name:
                 ext = mimetypes.guess_extension(part.get_content_type())
@@ -313,6 +315,7 @@ def ticket_from_message(message, queue, logger):
                 'content': part.get_payload(decode=True),
                 'type': part.get_content_type()},
                 )
+            logger.debug("Found MIME attachment %s" % name)
 
         counter += 1
 
@@ -334,8 +337,9 @@ def ticket_from_message(message, queue, logger):
         try:
             t = Ticket.objects.get(id=ticket)
             new = False
+            logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
         except Ticket.DoesNotExist:
-            logger.info("Tracking ID not associated with existing ticket. Creating new ticket.")
+            logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
             ticket = None
 
     priority = 3
@@ -360,6 +364,7 @@ def ticket_from_message(message, queue, logger):
         t.save()
         new = True
         update = ''
+        logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
 
     elif t.status == Ticket.CLOSED_STATUS:
         t.status = Ticket.REOPENED_STATUS
@@ -378,11 +383,12 @@ def ticket_from_message(message, queue, logger):
         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")
 
     if six.PY2:
-        logger.info((" [%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
+        logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
     elif six.PY3:
-        logger.info(" [%s-%s] %s" % (t.queue.slug, t.id, t.title,))
+        logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
 
     for file in files:
         if file['content']:

From 50955cb8f6e96b9730800e50f5ae9fb537ae3630 Mon Sep 17 00:00:00 2001
From: Antoine Nguyen <tonio@ngyn.org>
Date: Fri, 7 Oct 2016 11:00:25 +0200
Subject: [PATCH 09/46] Fixed Meta class definition for TicketCustomFieldValue.

---
 helpdesk/models.py | 6 ++----
 1 file changed, 2 insertions(+), 4 deletions(-)

diff --git a/helpdesk/models.py b/helpdesk/models.py
index 8599093a..a3a9c7e4 100644
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@@ -1411,9 +1411,7 @@ class TicketCustomFieldValue(models.Model):
         return '%s / %s' % (self.ticket, self.field)
 
     class Meta:
-        unique_together = ('ticket', 'field'),
-
-    class Meta:
+        unique_together = (('ticket', 'field'),)
         verbose_name = _('Ticket custom field value')
         verbose_name_plural = _('Ticket custom field values')
 
@@ -1441,6 +1439,6 @@ class TicketDependency(models.Model):
         return '%s / %s' % (self.ticket, self.depends_on)
 
     class Meta:
-        unique_together = ('ticket', 'depends_on')
+        unique_together = (('ticket', 'depends_on'),)
         verbose_name = _('Ticket dependency')
         verbose_name_plural = _('Ticket dependencies')

From 1f4ca64ef4729a8afc769fbd3b8c392640c2a42c Mon Sep 17 00:00:00 2001
From: Ross Poulton <ross@rossp.org>
Date: Wed, 12 Oct 2016 10:54:24 +1100
Subject: [PATCH 10/46] Update translations (part of #424)

---
 helpdesk/locale/es_MX/LC_MESSAGES/django.mo |  Bin 45050 -> 38821 bytes
 helpdesk/locale/es_MX/LC_MESSAGES/django.po | 1351 +++++++++---------
 helpdesk/locale/fa_IR/LC_MESSAGES/django.mo |  Bin 533 -> 8060 bytes
 helpdesk/locale/fa_IR/LC_MESSAGES/django.po |   97 +-
 helpdesk/locale/fr/LC_MESSAGES/django.mo    |  Bin 47508 -> 57253 bytes
 helpdesk/locale/fr/LC_MESSAGES/django.po    |  156 +--
 helpdesk/locale/hr/LC_MESSAGES/django.mo    |  Bin 600 -> 3254 bytes
 helpdesk/locale/hr/LC_MESSAGES/django.po    |   85 +-
 helpdesk/locale/ru/LC_MESSAGES/django.mo    |  Bin 71959 -> 63883 bytes
 helpdesk/locale/ru/LC_MESSAGES/django.po    | 1361 ++++++++++---------
 10 files changed, 1611 insertions(+), 1439 deletions(-)

diff --git a/helpdesk/locale/es_MX/LC_MESSAGES/django.mo b/helpdesk/locale/es_MX/LC_MESSAGES/django.mo
index 50f7f10396655d1cdde3e7a5089ef000b10521b9..8b1d9ed831661f10be5911b9ac4da281784c521f 100644
GIT binary patch
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diff --git a/helpdesk/locale/es_MX/LC_MESSAGES/django.po b/helpdesk/locale/es_MX/LC_MESSAGES/django.po
index 089990c6..9697d596 100644
--- a/helpdesk/locale/es_MX/LC_MESSAGES/django.po
+++ b/helpdesk/locale/es_MX/LC_MESSAGES/django.po
@@ -1,1069 +1,1171 @@
 # django-helpdesk English language translation
 # Copyright (C) 2011 Ross Poulton
 # This file is distributed under the same license as the django-helpdesk package.
-#
+# 
+# Translators:
 # Translators:
 # Alberto Gaona <gaona_consulting@yahoo.com>, 2011
 # Apizano <apizano@gdl.cinvestav.mx>, 2013
 # Apizano <apizano@gdl.cinvestav.mx>, 2012
-# Erik Rivera <erik.river@gmail.com>, 2011,2013
+# Erik Rivera <erik.river@gmail.com>, 2011,2013,2016
 # Ross Poulton <ross@rossp.org>, 2011
 msgid ""
 msgstr ""
 "Project-Id-Version: django-helpdesk\n"
 "Report-Msgid-Bugs-To: http://github.com/RossP/django-helpdesk/issues\n"
-"POT-Creation-Date: 2012-08-07 20:40+1000\n"
-"PO-Revision-Date: 2013-04-29 09:18+0000\n"
-"Last-Translator: Ross Poulton <ross@rossp.org>\n"
-"Language-Team: Spanish (Mexico) (http://www.transifex.com/projects/p/django-helpdesk/language/es_MX/)\n"
+"POT-Creation-Date: 2014-07-26 14:14+0200\n"
+"PO-Revision-Date: 2016-05-11 16:55+0000\n"
+"Last-Translator: Erik Rivera <erik.river@gmail.com>\n"
+"Language-Team: Spanish (Mexico) (http://www.transifex.com/rossp/django-helpdesk/language/es_MX/)\n"
 "MIME-Version: 1.0\n"
 "Content-Type: text/plain; charset=UTF-8\n"
 "Content-Transfer-Encoding: 8bit\n"
 "Language: es_MX\n"
 "Plural-Forms: nplurals=2; plural=(n != 1);\n"
 
-#: forms.py:113 forms.py:360 models.py:262
-#: templates/helpdesk/dashboard.html:11 templates/helpdesk/dashboard.html:37
-#: templates/helpdesk/dashboard.html:57 templates/helpdesk/dashboard.html:77
-#: templates/helpdesk/dashboard.html:99 templates/helpdesk/rss_list.html:23
-#: templates/helpdesk/ticket_list.html:56
-#: templates/helpdesk/ticket_list.html:78
-#: templates/helpdesk/ticket_list.html:199 views/staff.py:976
-#: views/staff.py:982 views/staff.py:988
+#: forms.py:128 forms.py:328 models.py:190 models.py:267
+#: templates/helpdesk/dashboard.html:15 templates/helpdesk/dashboard.html:58
+#: templates/helpdesk/dashboard.html:78 templates/helpdesk/dashboard.html:100
+#: templates/helpdesk/dashboard.html:124 templates/helpdesk/rss_list.html:24
+#: templates/helpdesk/ticket_list.html:69
+#: templates/helpdesk/ticket_list.html:88
+#: templates/helpdesk/ticket_list.html:225 views/staff.py:1032
+#: views/staff.py:1038 views/staff.py:1044 views/staff.py:1050
 msgid "Queue"
 msgstr "Colas"
 
-#: forms.py:122
+#: forms.py:137
 msgid "Summary of the problem"
 msgstr "Resumen del problema"
 
-#: forms.py:127
+#: forms.py:142
 msgid "Submitter E-Mail Address"
 msgstr "E-Mail de Remitente"
 
-#: forms.py:129
+#: forms.py:144
 msgid ""
 "This e-mail address will receive copies of all public updates to this "
 "ticket."
 msgstr "Esta direccion de e-mail recibirá copias de todas las actualizaciones públicas de este ticket."
 
-#: forms.py:135
+#: forms.py:150
 msgid "Description of Issue"
 msgstr "Descripción del Problema"
 
-#: forms.py:142
+#: forms.py:157
 msgid "Case owner"
 msgstr "Dueño"
 
-#: forms.py:143
+#: forms.py:158
 msgid ""
 "If you select an owner other than yourself, they'll be e-mailed details of "
 "this ticket immediately."
 msgstr "Si selecciona un propietario que no sea usted, será notificado por correo acerca de este ticket inmediatamente"
 
-#: forms.py:151 models.py:322 management/commands/escalate_tickets.py:149
-#: templates/helpdesk/public_view_ticket.html:21
-#: templates/helpdesk/ticket.html:176
-#: templates/helpdesk/ticket_desc_table.html:31
-#: templates/helpdesk/ticket_list.html:84 views/staff.py:355
+#: forms.py:166 models.py:327 management/commands/escalate_tickets.py:154
+#: templates/helpdesk/public_view_ticket.html:23
+#: templates/helpdesk/ticket.html:184
+#: templates/helpdesk/ticket_desc_table.html:47
+#: templates/helpdesk/ticket_list.html:94 views/staff.py:429
 msgid "Priority"
 msgstr "Prioridad"
 
-#: forms.py:152
+#: forms.py:167
 msgid "Please select a priority carefully. If unsure, leave it as '3'."
 msgstr "Por favor seleccione cuidadosamente una prioridad. Si no está seguro, déjelo como está (3)."
 
-#: forms.py:159 forms.py:397 models.py:330 templates/helpdesk/ticket.html:178
-#: views/staff.py:365
+#: forms.py:174 forms.py:365 models.py:335 templates/helpdesk/ticket.html:186
+#: views/staff.py:439
 msgid "Due on"
 msgstr "Se requiere solución para el día"
 
-#: forms.py:171 forms.py:402
+#: forms.py:186 forms.py:370
 msgid "Attach File"
 msgstr "Adjuntar Archivo."
 
-#: forms.py:172 forms.py:403
+#: forms.py:187 forms.py:371
 msgid "You can attach a file such as a document or screenshot to this ticket."
 msgstr "Usted puede adjuntar un archivo como documento o una captura de pantalla a este ticket."
 
-#: forms.py:180 templates/helpdesk/public_view_ticket.html:33
-#: templates/helpdesk/ticket.html:182
-#: templates/helpdesk/ticket_desc_table.html:42
-#: templates/helpdesk/ticket_list.html:61
-#: templates/helpdesk/ticket_list.html:199 views/staff.py:376
-msgid "Tags"
-msgstr "Etiquetas"
-
-#: forms.py:181
-msgid ""
-"Words, separated by spaces, or phrases separated by commas. These should "
-"communicate significant characteristics of this ticket"
-msgstr "Palabras, separadas por espacios o frases separadas por comas. Estás representaran características significativas a este ticket."
-
-#: forms.py:275
+#: forms.py:240
 msgid "Ticket Opened"
 msgstr "Ticket abierto"
 
-#: forms.py:282
+#: forms.py:247
 #, python-format
 msgid "Ticket Opened & Assigned to %(name)s"
 msgstr "Ticket abierto & Asignado a %(name)s"
 
-#: forms.py:369
+#: forms.py:337
 msgid "Summary of your query"
 msgstr "Resumen de su consulta"
 
-#: forms.py:374
+#: forms.py:342
 msgid "Your E-Mail Address"
 msgstr "Su dirección de e-mail"
 
-#: forms.py:375
+#: forms.py:343
 msgid "We will e-mail you when your ticket is updated."
 msgstr "Le enviaremos un e-mail cuando su ticket se actualice."
 
-#: forms.py:380
+#: forms.py:348
 msgid "Description of your issue"
 msgstr "Descripción del problema"
 
-#: forms.py:382
+#: forms.py:350
 msgid ""
 "Please be as descriptive as possible, including any details we may need to "
 "address your query."
 msgstr "Por favor sea lo más descriptivo posible, incluyendo cualquier información necesaria para resolver pronto su problema."
 
-#: forms.py:390
+#: forms.py:358
 msgid "Urgency"
 msgstr "Urgencia"
 
-#: forms.py:391
+#: forms.py:359
 msgid "Please select a priority carefully."
 msgstr "Por favor seleccione una prioridad cuidadosamente."
 
-#: forms.py:486
+#: forms.py:419
 msgid "Ticket Opened Via Web"
 msgstr "Ticket abierto vía web"
 
-#: forms.py:553
+#: forms.py:486
 msgid "Show Ticket List on Login?"
 msgstr "¿Mostrar la lista de tickets al entrar?"
 
-#: forms.py:554
+#: forms.py:487
 msgid "Display the ticket list upon login? Otherwise, the dashboard is shown."
 msgstr "¿Mostar la lista de ticket después de ingresar? De otra forma, el dashboard será mostrado."
 
-#: forms.py:559
+#: forms.py:492
 msgid "E-mail me on ticket change?"
 msgstr "Envíenme un mensaje cuando cambie el ticket"
 
-#: forms.py:560
+#: forms.py:493
 msgid ""
 "If you're the ticket owner and the ticket is changed via the web by somebody"
 " else, do you want to receive an e-mail?"
 msgstr "¿Quiere recibir un e-mail si usted es el dueño de un ticket y el ticket es cambiado vía web por alguien más?"
 
-#: forms.py:565
+#: forms.py:498
 msgid "E-mail me when assigned a ticket?"
 msgstr "¿Enviarle un correo cuando se le asigne un ticket?"
 
-#: forms.py:566
+#: forms.py:499
 msgid ""
 "If you are assigned a ticket via the web, do you want to receive an e-mail?"
 msgstr "¿Quiere que se le envie un e-mail si se le asigna un ticket via web?"
 
-#: forms.py:571
+#: forms.py:504
 msgid "E-mail me when a ticket is changed via the API?"
 msgstr "¿Enviarle un correo si un ticket es cambiado vía el API?"
 
-#: forms.py:572
+#: forms.py:505
 msgid "If a ticket is altered by the API, do you want to receive an e-mail?"
 msgstr "¿Quiere recibir un e-mail si un ticket es modificado a través de la API?"
 
-#: forms.py:577
+#: forms.py:510
 msgid "Number of tickets to show per page"
 msgstr "Número de tickets a mostrar por página"
 
-#: forms.py:578
+#: forms.py:511
 msgid "How many tickets do you want to see on the Ticket List page?"
 msgstr "¿Cuántos tickets quiere ver en la página de Lista de Tickets?"
 
-#: forms.py:585
+#: forms.py:518
 msgid "Use my e-mail address when submitting tickets?"
 msgstr "¿Usar mi direccion de e-mail cuando se envien tickets?"
 
-#: forms.py:586
+#: forms.py:519
 msgid ""
 "When you submit a ticket, do you want to automatically use your e-mail "
 "address as the submitter address? You can type a different e-mail address "
 "when entering the ticket if needed, this option only changes the default."
 msgstr "Cuando envia un ticket, ¿quiere que automáticamente se use su dirección de e-mail como emisor? Usted puede ingresar una dirección de e-mail cuando se ingrese un ticket si es que lo necesita. Esta opción solo modifica la opción por defecto."
 
-#: models.py:32 models.py:256 models.py:490 models.py:787 models.py:821
-#: templates/helpdesk/dashboard.html:37 templates/helpdesk/dashboard.html:57
-#: templates/helpdesk/dashboard.html:77 templates/helpdesk/dashboard.html:99
-#: templates/helpdesk/ticket.html:170 templates/helpdesk/ticket_list.html:75
-#: templates/helpdesk/ticket_list.html:199 views/staff.py:345
+#: models.py:35 models.py:261 models.py:503 models.py:817 models.py:853
+#: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
+#: templates/helpdesk/dashboard.html:100 templates/helpdesk/dashboard.html:124
+#: templates/helpdesk/ticket.html:178 templates/helpdesk/ticket_list.html:85
+#: templates/helpdesk/ticket_list.html:225 views/staff.py:419
 msgid "Title"
 msgstr "Título"
 
-#: models.py:37 models.py:792 models.py:1162
+#: models.py:40 models.py:822 models.py:1206
 msgid "Slug"
 msgstr "Prefijo"
 
-#: models.py:38
+#: models.py:41
 msgid ""
 "This slug is used when building ticket ID's. Once set, try not to change it "
 "or e-mailing may get messy."
 msgstr "Este prefijo es utilizado como parte del ID de un ticket. Una vez configurado,  trate de no cambiarlo o las notificaciones e-mail pueden dejar de funcionar."
 
-#: models.py:43 models.py:1015 models.py:1085 models.py:1159
+#: models.py:46 models.py:1054 models.py:1129 models.py:1203
 #: templates/helpdesk/email_ignore_list.html:13
 #: templates/helpdesk/ticket_cc_list.html:15
 msgid "E-Mail Address"
 msgstr "Dirección de E-mail"
 
-#: models.py:46
+#: models.py:49
 msgid ""
 "All outgoing e-mails for this queue will use this e-mail address. If you use"
 " IMAP or POP3, this should be the e-mail address for that mailbox."
 msgstr "Todos los correos de salida de esta cola usarán esta dirección. Si usa IMAP o POP3, esta debe ser la dirección de correo para ese buzón"
 
-#: models.py:52 models.py:766
+#: models.py:55 models.py:794
 msgid "Locale"
 msgstr "Internacionalización"
 
-#: models.py:56
+#: models.py:59
 msgid ""
 "Locale of this queue. All correspondence in this queue will be in this "
 "language."
 msgstr "Internacionalización de esta cola. Todo lo que corresponda a esta cola estara en este lenguaje."
 
-#: models.py:60
+#: models.py:63
 msgid "Allow Public Submission?"
 msgstr "¿Permitir envíos públicos?"
 
-#: models.py:63
+#: models.py:66
 msgid "Should this queue be listed on the public submission form?"
 msgstr "¿Debe esta cola ser listada en el formulario de envíos públicos?"
 
-#: models.py:68
+#: models.py:71
 msgid "Allow E-Mail Submission?"
 msgstr "¿Permitir envíos por e-mail?"
 
-#: models.py:71
+#: models.py:74
 msgid "Do you want to poll the e-mail box below for new tickets?"
 msgstr "¿Quiere sondear el buzón de correo de abajo para nuevos tickets?"
 
-#: models.py:76
+#: models.py:79
 msgid "Escalation Days"
 msgstr "Dias de escalamiento"
 
-#: models.py:79
+#: models.py:82
 msgid ""
 "For tickets which are not held, how often do you wish to increase their "
 "priority? Set to 0 for no escalation."
 msgstr "¿con que frecuencia desea incrementar la prioridad de los tickets que no están retenidos? Especifique 0 para que no existan escalamientos."
 
-#: models.py:84
+#: models.py:87
 msgid "New Ticket CC Address"
 msgstr "Dirección CC Nuevo Ticket"
 
-#: models.py:88
+#: models.py:91
 msgid ""
 "If an e-mail address is entered here, then it will receive notification of "
 "all new tickets created for this queue. Enter a comma between multiple "
 "e-mail addresses."
 msgstr "Si introduce una dirección de e-mail aquí dicha dirección recibirá notificaciones de los nuevos tickets creados para esta cola. Introduzca una coma entre múltiples direcciones de e-mail."
 
-#: models.py:94
+#: models.py:97
 msgid "Updated Ticket CC Address"
 msgstr "Actualización de Ticket, Dirección de CC"
 
-#: models.py:98
+#: models.py:101
 msgid ""
 "If an e-mail address is entered here, then it will receive notification of "
 "all activity (new tickets, closed tickets, updates, reassignments, etc) for "
 "this queue. Separate multiple addresses with a comma."
 msgstr "Si introduce una dirección de e-mail aquí dicha dirección recibirá notificaciones de los nuevos tickets creados para esta cola. Introduzca una coma entre múltiples direcciones de e-mail."
 
-#: models.py:105
+#: models.py:108
 msgid "E-Mail Box Type"
 msgstr "Tipo de buzón de correo"
 
-#: models.py:107
+#: models.py:110
 msgid "POP 3"
 msgstr "POP 3"
 
-#: models.py:107
+#: models.py:110
 msgid "IMAP"
 msgstr "IMAP"
 
-#: models.py:110
+#: models.py:113
 msgid ""
 "E-Mail server type for creating tickets automatically from a mailbox - both "
 "POP3 and IMAP are supported."
 msgstr "Dirección de correo para crear tickets automáticos a partir de un buzón de correo, tanto POP3 e IMAP son soportados."
 
-#: models.py:115
+#: models.py:118
 msgid "E-Mail Hostname"
 msgstr "Servidor de e-mail"
 
-#: models.py:119
+#: models.py:122
 msgid ""
 "Your e-mail server address - either the domain name or IP address. May be "
 "\"localhost\"."
 msgstr "La dirección IP o nombre de dominio de su servidor de e-mail. Puede ser \"localhost\"."
 
-#: models.py:124
+#: models.py:127
 msgid "E-Mail Port"
 msgstr "Puerto de e-mail"
 
-#: models.py:127
+#: models.py:130
 msgid ""
 "Port number to use for accessing e-mail. Default for POP3 is \"110\", and "
 "for IMAP is \"143\". This may differ on some servers. Leave it blank to use "
 "the defaults."
 msgstr "Número de puerto para acceder a e-mail. Por defecto POP3 es \"110\" y para IMAP es \"143\". Esto puede ser distinto en algunos servidores. Deje en blanco para usar los por defecto."
 
-#: models.py:133
+#: models.py:136
 msgid "Use SSL for E-Mail?"
 msgstr "¿Usar SSL para el e-mail?"
 
-#: models.py:136
+#: models.py:139
 msgid ""
 "Whether to use SSL for IMAP or POP3 - the default ports when using SSL are "
 "993 for IMAP and 995 for POP3."
 msgstr "Si va a utilizar SSL para IMAP o POP3 - el puerto predeterminado es 993 para IMAP y 995 para POP3"
 
-#: models.py:141
+#: models.py:144
 msgid "E-Mail Username"
 msgstr "Nombre de usuario de e-mail"
 
-#: models.py:145
+#: models.py:148
 msgid "Username for accessing this mailbox."
 msgstr "Nombre de usuario para accesar esta casilla."
 
-#: models.py:149
+#: models.py:152
 msgid "E-Mail Password"
 msgstr "Contraseña de e-mail"
 
-#: models.py:153
+#: models.py:156
 msgid "Password for the above username"
 msgstr "Contraseña para el usuario de encima"
 
-#: models.py:157
+#: models.py:160
 msgid "IMAP Folder"
 msgstr "Carpeta IMAP"
 
-#: models.py:161
+#: models.py:164
 msgid ""
 "If using IMAP, what folder do you wish to fetch messages from? This allows "
 "you to use one IMAP account for multiple queues, by filtering messages on "
 "your IMAP server into separate folders. Default: INBOX."
 msgstr "Si utiliza IMAP ¿de qué carpeta quiere extraer los mensajes? Esta característica le permite utilizar una sola cuenta IMAP para varias colas, filtrando los mensajes en el servidor IMAP y colocándolos en diferentes carpetas. Default: INBOX"
 
-#: models.py:168
+#: models.py:171
 msgid "E-Mail Check Interval"
 msgstr "Intervalo de revisión de correo"
 
-#: models.py:169
+#: models.py:172
 msgid "How often do you wish to check this mailbox? (in Minutes)"
 msgstr "¿Con que frecuencia desea revisar el buzón de correo? (En Minutos)"
 
-#: models.py:240 templates/helpdesk/dashboard.html:11
-#: templates/helpdesk/ticket.html:130
+#: models.py:191 templates/helpdesk/email_ignore_list.html:13
+msgid "Queues"
+msgstr "Departamentos"
+
+#: models.py:245 templates/helpdesk/dashboard.html:15
+#: templates/helpdesk/ticket.html:138
 msgid "Open"
 msgstr "Abierto"
 
-#: models.py:241 templates/helpdesk/ticket.html:136
-#: templates/helpdesk/ticket.html.py:142 templates/helpdesk/ticket.html:147
-#: templates/helpdesk/ticket.html.py:151
+#: models.py:246 templates/helpdesk/ticket.html:144
+#: templates/helpdesk/ticket.html.py:150 templates/helpdesk/ticket.html:155
+#: templates/helpdesk/ticket.html.py:159
 msgid "Reopened"
 msgstr "Reabierto"
 
-#: models.py:242 templates/helpdesk/dashboard.html:11
-#: templates/helpdesk/ticket.html:131 templates/helpdesk/ticket.html.py:137
-#: templates/helpdesk/ticket.html:143
+#: models.py:247 templates/helpdesk/dashboard.html:15
+#: templates/helpdesk/ticket.html:139 templates/helpdesk/ticket.html.py:145
+#: templates/helpdesk/ticket.html:151
 msgid "Resolved"
 msgstr "Resuelto"
 
-#: models.py:243 templates/helpdesk/dashboard.html:11
-#: templates/helpdesk/ticket.html:132 templates/helpdesk/ticket.html.py:138
-#: templates/helpdesk/ticket.html:144 templates/helpdesk/ticket.html.py:148
+#: models.py:248 templates/helpdesk/dashboard.html:15
+#: templates/helpdesk/ticket.html:140 templates/helpdesk/ticket.html.py:146
+#: templates/helpdesk/ticket.html:152 templates/helpdesk/ticket.html.py:156
 msgid "Closed"
 msgstr "Cerrado"
 
-#: models.py:244 templates/helpdesk/ticket.html:133
-#: templates/helpdesk/ticket.html.py:139 templates/helpdesk/ticket.html:152
+#: models.py:249 templates/helpdesk/ticket.html:141
+#: templates/helpdesk/ticket.html.py:147 templates/helpdesk/ticket.html:160
 msgid "Duplicate"
 msgstr "Duplicado"
 
-#: models.py:248
+#: models.py:253
 msgid "1. Critical"
 msgstr "1. Crítico"
 
-#: models.py:249
+#: models.py:254
 msgid "2. High"
 msgstr "2. Alto"
 
-#: models.py:250
+#: models.py:255
 msgid "3. Normal"
 msgstr "3. Normal"
 
-#: models.py:251
+#: models.py:256
 msgid "4. Low"
 msgstr "4. Bajo"
 
-#: models.py:252
+#: models.py:257
 msgid "5. Very Low"
 msgstr "5. Muy bajo"
 
-#: models.py:266 templates/helpdesk/dashboard.html:77
-#: templates/helpdesk/ticket_list.html:72
-#: templates/helpdesk/ticket_list.html:199
+#: models.py:271 templates/helpdesk/dashboard.html:100
+#: templates/helpdesk/ticket_list.html:82
+#: templates/helpdesk/ticket_list.html:225
 msgid "Created"
 msgstr "Creado"
 
-#: models.py:268
+#: models.py:273
 msgid "Date this ticket was first created"
 msgstr "Fecha de cuando fue creado este ticket"
 
-#: models.py:272
+#: models.py:277
 msgid "Modified"
 msgstr "Modificado"
 
-#: models.py:274
+#: models.py:279
 msgid "Date this ticket was most recently changed."
 msgstr "Fecha de cuando fue reciente modifcado este ticket"
 
-#: models.py:278 templates/helpdesk/public_view_ticket.html:16
-#: templates/helpdesk/ticket_desc_table.html:26
+#: models.py:283 templates/helpdesk/public_view_ticket.html:18
+#: templates/helpdesk/ticket_desc_table.html:42
 msgid "Submitter E-Mail"
 msgstr "E-mail del solicitante"
 
-#: models.py:281
+#: models.py:286
 msgid ""
 "The submitter will receive an email for all public follow-ups left for this "
 "task."
 msgstr "El solicitante recibira un e-mail para todas las actualizaciones publicas dejadas para esta tarea."
 
-#: models.py:290
+#: models.py:295
 msgid "Assigned to"
 msgstr "Asignado a"
 
-#: models.py:294 templates/helpdesk/dashboard.html:37
-#: templates/helpdesk/dashboard.html:57 templates/helpdesk/dashboard.html:99
-#: templates/helpdesk/ticket_list.html:57
-#: templates/helpdesk/ticket_list.html:81
-#: templates/helpdesk/ticket_list.html:199
+#: models.py:299 templates/helpdesk/dashboard.html:58
+#: templates/helpdesk/dashboard.html:78 templates/helpdesk/dashboard.html:124
+#: templates/helpdesk/ticket_list.html:70
+#: templates/helpdesk/ticket_list.html:91
+#: templates/helpdesk/ticket_list.html:225
 msgid "Status"
 msgstr "Estado"
 
-#: models.py:300
+#: models.py:305
 msgid "On Hold"
 msgstr "Mantener"
 
-#: models.py:303
+#: models.py:308
 msgid "If a ticket is on hold, it will not automatically be escalated."
 msgstr "Si un ticket es mantenido, no sera automaticamente escalado."
 
-#: models.py:308 models.py:796 templates/helpdesk/public_view_ticket.html:39
-#: templates/helpdesk/ticket_desc_table.html:67
+#: models.py:313 models.py:826 templates/helpdesk/public_view_ticket.html:41
+#: templates/helpdesk/ticket_desc_table.html:19
 msgid "Description"
 msgstr "Descripcion"
 
-#: models.py:311
+#: models.py:316
 msgid "The content of the customers query."
 msgstr "El contenido de la consulta de clientes"
 
-#: models.py:315 templates/helpdesk/public_view_ticket.html:46
-#: templates/helpdesk/ticket_desc_table.html:74
+#: models.py:320 templates/helpdesk/public_view_ticket.html:48
+#: templates/helpdesk/ticket_desc_table.html:26
 msgid "Resolution"
 msgstr "Resolución"
 
-#: models.py:318
+#: models.py:323
 msgid "The resolution provided to the customer by our staff."
 msgstr "La resolución proporcionada al cliente por el personal"
 
-#: models.py:326
+#: models.py:331
 msgid "1 = Highest Priority, 5 = Low Priority"
 msgstr "1 = Prioridad mas alta, 5 = Prioridad Baja"
 
-#: models.py:339
+#: models.py:344
 msgid ""
 "The date this ticket was last escalated - updated automatically by "
 "management/commands/escalate_tickets.py."
 msgstr "La fecha de este ticket fue modificada por la ultima escalación - actualizado automáticamente por management/commands/escalate_tickets.py."
 
-#: models.py:348 templates/helpdesk/ticket_desc_table.html:22
-#: views/feeds.py:91 views/feeds.py:117 views/feeds.py:169 views/staff.py:302
+#: models.py:353 templates/helpdesk/ticket_desc_table.html:38
+#: views/feeds.py:95 views/feeds.py:121 views/feeds.py:173 views/staff.py:376
 msgid "Unassigned"
 msgstr "Sin Asignar"
 
-#: models.py:387
+#: models.py:392
 msgid " - On Hold"
 msgstr "En Espera"
 
-#: models.py:481 models.py:1073 models.py:1231 models.py:1256
-#: templates/helpdesk/public_homepage.html:26
+#: models.py:394
+msgid " - Open dependencies"
+msgstr "Dependencias abiertas"
+
+#: models.py:448 models.py:494 models.py:1117 models.py:1280 models.py:1309
+#: templates/helpdesk/public_homepage.html:78
 #: templates/helpdesk/public_view_form.html:12
 msgid "Ticket"
 msgstr "Ticket"
 
-#: models.py:485 models.py:714 models.py:1008 models.py:1156
+#: models.py:449 templates/helpdesk/navigation.html:17
+#: templates/helpdesk/ticket_list.html:2
+#: templates/helpdesk/ticket_list.html:224
+msgid "Tickets"
+msgstr "Tickets"
+
+#: models.py:498 models.py:738 models.py:1047 models.py:1200
 msgid "Date"
 msgstr "Fecha"
 
-#: models.py:497 views/staff.py:316
+#: models.py:510 views/staff.py:390
 msgid "Comment"
 msgstr "Comentario"
 
-#: models.py:503
+#: models.py:516
 msgid "Public"
 msgstr "Público"
 
-#: models.py:506
+#: models.py:519
 msgid ""
 "Public tickets are viewable by the submitter and all staff, but non-public "
 "tickets can only be seen by staff."
 msgstr "Los tickets públicos son visibles por el usuario y todo el personal, pero las entradas no pública sólo pueden ser vistos por el personal."
 
-#: models.py:514 models.py:888 models.py:1081 views/staff.py:952
-#: views/staff.py:958 views/staff.py:964 views/staff.py:970
+#: models.py:527 models.py:922 models.py:1125 views/staff.py:1008
+#: views/staff.py:1014 views/staff.py:1020 views/staff.py:1026
 msgid "User"
 msgstr "Usuario"
 
-#: models.py:518 templates/helpdesk/ticket.html:127
+#: models.py:531 templates/helpdesk/ticket.html:135
 msgid "New Status"
 msgstr "Nuevo Estado"
 
-#: models.py:522
+#: models.py:535
 msgid "If the status was changed, what was it changed to?"
 msgstr "Si el estado cambió, ¿que fue a lo que cambió?"
 
-#: models.py:551 models.py:608
+#: models.py:542 models.py:566 models.py:628
 msgid "Follow-up"
 msgstr "Seguimiento"
 
-#: models.py:555 models.py:1236
+#: models.py:543
+msgid "Follow-ups"
+msgstr "Seguimientos"
+
+#: models.py:570 models.py:1285
 msgid "Field"
 msgstr "Campo"
 
-#: models.py:560
+#: models.py:575
 msgid "Old Value"
 msgstr "Valor Viejo"
 
-#: models.py:566
+#: models.py:581
 msgid "New Value"
 msgstr "Valor nuevo"
 
-#: models.py:574
+#: models.py:589
 msgid "removed"
 msgstr "removido"
 
-#: models.py:576
+#: models.py:591
 #, python-format
 msgid "set to %s"
 msgstr "establece en %s"
 
-#: models.py:578
+#: models.py:593
 #, python-format
 msgid "changed from \"%(old_value)s\" to \"%(new_value)s\""
 msgstr "cambiado de \"%(old_value)s\" a \"%(new_value)s\""
 
-#: models.py:612
+#: models.py:600
+msgid "Ticket change"
+msgstr ""
+
+#: models.py:601
+msgid "Ticket changes"
+msgstr ""
+
+#: models.py:632
 msgid "File"
 msgstr "Archivo"
 
-#: models.py:617
+#: models.py:637
 msgid "Filename"
 msgstr "Nombre de Archivo"
 
-#: models.py:622
+#: models.py:642
 msgid "MIME Type"
 msgstr "Tipo MIME"
 
-#: models.py:627
+#: models.py:647
 msgid "Size"
 msgstr "Tamaño"
 
-#: models.py:628
+#: models.py:648
 msgid "Size of this file in bytes"
 msgstr "Tamaño del archivo en bytes"
 
-#: models.py:663
+#: models.py:665
+msgid "Attachment"
+msgstr ""
+
+#: models.py:666
+msgid "Attachments"
+msgstr ""
+
+#: models.py:685
 msgid ""
 "Leave blank to allow this reply to be used for all queues, or select those "
 "queues you wish to limit this reply to."
 msgstr "Dejar en blanco para permitir que esta respuesta que se utilizará para todas las colas, o seleccionar las colas desea limitar esta respuesta."
 
-#: models.py:668 models.py:709 models.py:1003
+#: models.py:690 models.py:733 models.py:1042
 #: templates/helpdesk/email_ignore_list.html:13
 msgid "Name"
 msgstr "Nombre"
 
-#: models.py:670
+#: models.py:692
 msgid ""
 "Only used to assist users with selecting a reply - not shown to the user."
 msgstr "Sólo se utiliza para ayudar a los usuarios con la selección de una respuesta - no se muestra al usuario."
 
-#: models.py:675
+#: models.py:697
 msgid "Body"
 msgstr "Cuerpo"
 
-#: models.py:676
+#: models.py:698
 msgid ""
 "Context available: {{ ticket }} - ticket object (eg {{ ticket.title }}); {{ "
 "queue }} - The queue; and {{ user }} - the current user."
 msgstr "Contexto: {{ ticket }} - ticket de objeto (por ejemplo, {{ ticket.title }}); {{ queue }} - La cola, y {{ user }} - el usuario actual."
 
-#: models.py:703
+#: models.py:705
+msgid "Pre-set reply"
+msgstr ""
+
+#: models.py:706
+msgid "Pre-set replies"
+msgstr ""
+
+#: models.py:727
 msgid ""
 "Leave blank for this exclusion to be applied to all queues, or select those "
 "queues you wish to exclude with this entry."
 msgstr "Deja en blanco para esta exclusión se aplica a todas las colas, o seleccionar las colas que desee excluir con esta entrada."
 
-#: models.py:715
+#: models.py:739
 msgid "Date on which escalation should not happen"
 msgstr "Fecha en la que la escalada no debe suceder"
 
-#: models.py:732
+#: models.py:746
+msgid "Escalation exclusion"
+msgstr ""
+
+#: models.py:747
+msgid "Escalation exclusions"
+msgstr ""
+
+#: models.py:760
 msgid "Template Name"
 msgstr "Nombre de Plantillla"
 
-#: models.py:737
+#: models.py:765
 msgid "Subject"
 msgstr "Asunto"
 
-#: models.py:739
+#: models.py:767
 msgid ""
 "This will be prefixed with \"[ticket.ticket] ticket.title\". We recommend "
 "something simple such as \"(Updated\") or \"(Closed)\" - the same context is"
 " available as in plain_text, below."
 msgstr "Este será el prefijo \"[ticket.ticket] ticket.title\". Se recomienda algo simple como \"(Actualización\") o \"(cerrado)\" - el mismo contexto se encuentra disponible como en plain_text, a continuación."
 
-#: models.py:745
+#: models.py:773
 msgid "Heading"
 msgstr "Encabezado"
 
-#: models.py:747
+#: models.py:775
 msgid ""
 "In HTML e-mails, this will be the heading at the top of the email - the same"
 " context is available as in plain_text, below."
 msgstr "En correos HTML, este será el encabezado al principio del correo - el mismo contexto aplica a textlo plano, abajo."
 
-#: models.py:753
+#: models.py:781
 msgid "Plain Text"
 msgstr "Texto Plano"
 
-#: models.py:754
+#: models.py:782
 msgid ""
 "The context available to you includes {{ ticket }}, {{ queue }}, and "
 "depending on the time of the call: {{ resolution }} or {{ comment }}."
 msgstr "El contexto a su disposición incluye {{ ticket }}, {{ queue }}, y dependiendo de la hora de la llamada: {{resolution}} o {{comment}}."
 
-#: models.py:760
+#: models.py:788
 msgid "HTML"
 msgstr "HTML"
 
-#: models.py:761
+#: models.py:789
 msgid "The same context is available here as in plain_text, above."
 msgstr "El mismo contexto está disponible aquí como texto plano, arriba."
 
-#: models.py:770
+#: models.py:798
 msgid "Locale of this template."
 msgstr "Locale de esta plantilla"
 
-#: models.py:817 templates/helpdesk/kb_index.html:10
-#: templates/helpdesk/public_homepage.html:10
+#: models.py:806
+msgid "e-mail template"
+msgstr ""
+
+#: models.py:807
+msgid "e-mail templates"
+msgstr ""
+
+#: models.py:834
+msgid "Knowledge base category"
+msgstr ""
+
+#: models.py:835
+msgid "Knowledge base categories"
+msgstr ""
+
+#: models.py:849 templates/helpdesk/kb_index.html:11
+#: templates/helpdesk/public_homepage.html:11
 msgid "Category"
 msgstr "Categoría"
 
-#: models.py:826
+#: models.py:858
 msgid "Question"
 msgstr "Pregunta"
 
-#: models.py:830
+#: models.py:862
 msgid "Answer"
 msgstr "Respuesta"
 
-#: models.py:834
+#: models.py:866
 msgid "Votes"
 msgstr "Votos"
 
-#: models.py:835
+#: models.py:867
 msgid "Total number of votes cast for this item"
 msgstr "Número total de votos emitidos para este item"
 
-#: models.py:840
+#: models.py:872
 msgid "Positive Votes"
 msgstr "Votos positivos"
 
-#: models.py:841
+#: models.py:873
 msgid "Number of votes for this item which were POSITIVE."
 msgstr "Número total de votos para este item que fueron POSITIVOS"
 
-#: models.py:846
+#: models.py:878
 msgid "Last Updated"
 msgstr "Última actualización"
 
-#: models.py:847
+#: models.py:879
 msgid "The date on which this question was most recently changed."
 msgstr "La fecha en que esta cuestión fue recientemente cambiado."
 
-#: models.py:861
+#: models.py:893
 msgid "Unrated"
 msgstr "No calificado"
 
-#: models.py:892 templates/helpdesk/ticket_list.html:158
+#: models.py:901
+msgid "Knowledge base item"
+msgstr ""
+
+#: models.py:902
+msgid "Knowledge base items"
+msgstr ""
+
+#: models.py:926 templates/helpdesk/ticket_list.html:170
 msgid "Query Name"
 msgstr "Nombre de consulta"
 
-#: models.py:894
+#: models.py:928
 msgid "User-provided name for this query"
 msgstr "nombre proveido por el usuario para esta consulta"
 
-#: models.py:898
+#: models.py:932
 msgid "Shared With Other Users?"
 msgstr "¿Compartir con otros usuarios?"
 
-#: models.py:901
+#: models.py:935
 msgid "Should other users see this query?"
 msgstr "¿Deberían otros usuarios ver esta consulta?"
 
-#: models.py:905
+#: models.py:939
 msgid "Search Query"
 msgstr "Consulta de búsqueda"
 
-#: models.py:906
+#: models.py:940
 msgid "Pickled query object. Be wary changing this."
 msgstr "objeto de consulta en crudo. Tenga cuidado con cambiar esto."
 
-#: models.py:927
+#: models.py:950
+msgid "Saved search"
+msgstr ""
+
+#: models.py:951
+msgid "Saved searches"
+msgstr ""
+
+#: models.py:966
 msgid "Settings Dictionary"
 msgstr "Diccionario de Configuración"
 
-#: models.py:928
+#: models.py:967
 msgid ""
 "This is a base64-encoded representation of a pickled Python dictionary. Do "
 "not change this field via the admin."
 msgstr "Esta es una representación codificada en base 64 de un diccionario de Python en crudo. No cambie este campo a través de la administración."
 
-#: models.py:997
+#: models.py:993
+msgid "User Setting"
+msgstr ""
+
+#: models.py:994 templates/helpdesk/navigation.html:37
+#: templates/helpdesk/user_settings.html:6
+msgid "User Settings"
+msgstr "Configuracion del Usuario"
+
+#: models.py:1036
 msgid ""
 "Leave blank for this e-mail to be ignored on all queues, or select those "
 "queues you wish to ignore this e-mail for."
 msgstr "Deja en blanco para este e-mail para ser ignorado en todas las colas, o seleccionar las colas que desea ignorar este e-mail para."
 
-#: models.py:1009
+#: models.py:1048
 msgid "Date on which this e-mail address was added"
 msgstr "Fecha en la que se añadió la dirección de correo electrónico"
 
-#: models.py:1017
+#: models.py:1056
 msgid ""
 "Enter a full e-mail address, or portions with wildcards, eg *@domain.com or "
 "postmaster@*."
 msgstr "Introduzca una dirección de correo electrónico completa, o partes con comodines, por ejemplo, *@domain.com o postmaster@*."
 
-#: models.py:1022
+#: models.py:1061
 msgid "Save Emails in Mailbox?"
 msgstr "Guardar mensajes de correo electrónico en el buzón?"
 
-#: models.py:1025
+#: models.py:1064
 msgid ""
 "Do you want to save emails from this address in the mailbox? If this is "
 "unticked, emails from this address will be deleted."
 msgstr "¿Desea guardar los correos electrónicos de esta dirección en el buzón de correo? Si es marcada, los mensajes de correo electrónico de esta dirección serán eliminados."
 
-#: models.py:1080
+#: models.py:1101
+msgid "Ignored e-mail address"
+msgstr ""
+
+#: models.py:1102
+msgid "Ignored e-mail addresses"
+msgstr ""
+
+#: models.py:1124
 msgid "User who wishes to receive updates for this ticket."
 msgstr "Usuario que desea recibir las actualizaciones de este ticket."
 
-#: models.py:1088
+#: models.py:1132
 msgid "For non-user followers, enter their e-mail address"
 msgstr "Para los seguidores sin usuario, introduzca su dirección de correo electrónico"
 
-#: models.py:1092
+#: models.py:1136
 msgid "Can View Ticket?"
 msgstr "¿Puede ver el ticket?"
 
-#: models.py:1094
+#: models.py:1138
 msgid "Can this CC login to view the ticket details?"
 msgstr "¿Puede este CC entrar para ver los detalles del ticket?"
 
-#: models.py:1098
+#: models.py:1142
 msgid "Can Update Ticket?"
 msgstr "¿Puede actualizar el ticket?"
 
-#: models.py:1100
+#: models.py:1144
 msgid "Can this CC login and update the ticket?"
 msgstr "¿Puede este CC entrar y actualizar el ticket?"
 
-#: models.py:1131
+#: models.py:1175
 msgid "Field Name"
 msgstr "Nombre del campo"
 
-#: models.py:1132
+#: models.py:1176
 msgid ""
 "As used in the database and behind the scenes. Must be unique and consist of"
 " only lowercase letters with no punctuation."
 msgstr "Tal y como se usa en la base de datos del sistema. Debe ser único y consistir solo de minúsculas, sin puntos ni comas."
 
-#: models.py:1137
+#: models.py:1181
 msgid "Label"
 msgstr "Etiqueta"
 
-#: models.py:1139
+#: models.py:1183
 msgid "The display label for this field"
 msgstr "La etiqueta a desplegar para este campo"
 
-#: models.py:1143
+#: models.py:1187
 msgid "Help Text"
 msgstr "Texto de ayuda"
 
-#: models.py:1144
+#: models.py:1188
 msgid "Shown to the user when editing the ticket"
 msgstr "Se muestra al usuario cuando se edita el ticket"
 
-#: models.py:1150
+#: models.py:1194
 msgid "Character (single line)"
 msgstr "Caracter (una sola línea)"
 
-#: models.py:1151
+#: models.py:1195
 msgid "Text (multi-line)"
 msgstr "Texto (multi-línea)"
 
-#: models.py:1152
+#: models.py:1196
 msgid "Integer"
 msgstr "Entero"
 
-#: models.py:1153
+#: models.py:1197
 msgid "Decimal"
 msgstr "Decimal"
 
-#: models.py:1154
+#: models.py:1198
 msgid "List"
 msgstr "Lista"
 
-#: models.py:1155
+#: models.py:1199
 msgid "Boolean (checkbox yes/no)"
 msgstr "Booleano (checkbox sí/no)"
 
-#: models.py:1157
+#: models.py:1201
 msgid "Time"
 msgstr "Hora"
 
-#: models.py:1158
+#: models.py:1202
 msgid "Date & Time"
 msgstr "Fecha y hora"
 
-#: models.py:1160
+#: models.py:1204
 msgid "URL"
 msgstr "URL"
 
-#: models.py:1161
+#: models.py:1205
 msgid "IP Address"
 msgstr "Dirección IP"
 
-#: models.py:1166
+#: models.py:1210
 msgid "Data Type"
 msgstr "Tipo de dato"
 
-#: models.py:1168
+#: models.py:1212
 msgid "Allows you to restrict the data entered into this field"
 msgstr "Le permite restringir la información introducida en este campo"
 
-#: models.py:1173
+#: models.py:1217
 msgid "Maximum Length (characters)"
 msgstr "Longitud máxima (caracteres)"
 
-#: models.py:1179
+#: models.py:1223
 msgid "Decimal Places"
 msgstr "Lugares decimales"
 
-#: models.py:1180
+#: models.py:1224
 msgid "Only used for decimal fields"
 msgstr "Solo utilizado en campos decimales"
 
-#: models.py:1186
+#: models.py:1230
 msgid "Add empty first choice to List?"
 msgstr "Añadir una opción en blanco al inicio de la Lista?"
 
-#: models.py:1187
+#: models.py:1232
 msgid ""
 "Only for List: adds an empty first entry to the choices list, which enforces"
 " that the user makes an active choice."
 msgstr "Solo para Lista: Añadir una primera entrada vacía a las listas de opciones, para obligar que el usuario elija una opción activa."
 
-#: models.py:1191
+#: models.py:1236
 msgid "List Values"
 msgstr "Listas de valores"
 
-#: models.py:1192
+#: models.py:1237
 msgid "For list fields only. Enter one option per line."
 msgstr "Para campos de lista. Introduzca una opción por línea."
 
-#: models.py:1198
+#: models.py:1243
 msgid "Ordering"
 msgstr "Orden"
 
-#: models.py:1199
+#: models.py:1244
 msgid "Lower numbers are displayed first; higher numbers are listed later"
 msgstr "Los números mas pequeños son mostrados primero; los números más grandes se muestran al final"
 
-#: models.py:1213
+#: models.py:1258
 msgid "Required?"
 msgstr "¿Requerido?"
 
-#: models.py:1214
+#: models.py:1259
 msgid "Does the user have to enter a value for this field?"
 msgstr "¿El usuario está obligado a introducir un valor en este campo?"
 
-#: models.py:1218
+#: models.py:1263
 msgid "Staff Only?"
 msgstr "¿Solo personal de soporte?"
 
-#: models.py:1219
+#: models.py:1264
 msgid ""
 "If this is ticked, then the public submission form will NOT show this field"
 msgstr "Si está prendido, la forma pública de creación de ticket NO MOSTRARÁ este campo"
 
-#: models.py:1262
+#: models.py:1273
+msgid "Custom field"
+msgstr ""
+
+#: models.py:1274
+msgid "Custom fields"
+msgstr ""
+
+#: models.py:1297
+msgid "Ticket custom field value"
+msgstr ""
+
+#: models.py:1298
+msgid "Ticket custom field values"
+msgstr ""
+
+#: models.py:1315
 msgid "Depends On Ticket"
 msgstr "Depende del ticket"
 
-#: management/commands/create_usersettings.py:21
+#: models.py:1324
+msgid "Ticket dependency"
+msgstr ""
+
+#: models.py:1325
+msgid "Ticket dependencies"
+msgstr ""
+
+#: management/commands/create_usersettings.py:25
 msgid ""
 "Check for user without django-helpdesk UserSettings and create settings if "
 "required. Uses settings.DEFAULT_USER_SETTINGS which can be overridden to "
 "suit your situation."
 msgstr "Busca al usuario sin django-helpdesk UserSettings y crea los UserSettings si es necesario. Utiliza settings.DEFAULT_USER_SETTINGS , que puede ser sobreescrito para su situación particular."
 
-#: management/commands/escalate_tickets.py:143
+#: management/commands/escalate_tickets.py:148
 #, python-format
 msgid "Ticket escalated after %s days"
 msgstr "Ticket escalado después de %s días"
 
-#: management/commands/get_email.py:151
+#: management/commands/get_email.py:158
 msgid "Created from e-mail"
 msgstr "Creado a partir de e-mail"
 
-#: management/commands/get_email.py:155
+#: management/commands/get_email.py:162
 msgid "Unknown Sender"
 msgstr "Remitente desconocido"
 
-#: management/commands/get_email.py:209
+#: management/commands/get_email.py:216
 msgid ""
 "No plain-text email body available. Please see attachment "
 "email_html_body.html."
 msgstr "No hay cuerpo del correo electrónico en texto plano disponible. Por favor, consulte el archivo adjunto email_html_body.html."
 
-#: management/commands/get_email.py:213
+#: management/commands/get_email.py:220
 msgid "email_html_body.html"
 msgstr "email_html_body.html"
 
-#: management/commands/get_email.py:256
+#: management/commands/get_email.py:263
 #, python-format
 msgid "E-Mail Received from %(sender_email)s"
 msgstr "E-mail recibido desde %(sender_email)s "
 
-#: management/commands/get_email.py:264
+#: management/commands/get_email.py:271
 #, python-format
 msgid "Ticket Re-Opened by E-Mail Received from %(sender_email)s"
 msgstr "Ticket Re-abierto por el correo electrónico recibido desde %(sender_email)s "
 
-#: management/commands/get_email.py:322
+#: management/commands/get_email.py:329
 msgid " (Reopened)"
 msgstr "(Reabierto)"
 
-#: management/commands/get_email.py:324
+#: management/commands/get_email.py:331
 msgid " (Updated)"
 msgstr "(Actualizado)"
 
 #: templates/helpdesk/attribution.html:2
 msgid ""
-"Powered by <a href='https://github.com/rossp/django-helpdesk'>django-"
-"helpdesk</a>."
-msgstr "Desarrollado por <a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
+"<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
+msgstr ""
 
-#: templates/helpdesk/attribution.html:4
-msgid "For technical support please contact:"
-msgstr "Para soporte técnico por favor comuniquese con:"
-
-#: templates/helpdesk/base.html:9
+#: templates/helpdesk/base.html:10
 msgid "Powered by django-helpdesk"
 msgstr "Desarrollado por django-helpdesk"
 
-#: templates/helpdesk/base.html:19 templates/helpdesk/rss_list.html:9
-#: templates/helpdesk/rss_list.html:23 templates/helpdesk/rss_list.html:28
+#: templates/helpdesk/base.html:20 templates/helpdesk/rss_list.html:9
+#: templates/helpdesk/rss_list.html:24 templates/helpdesk/rss_list.html:31
 msgid "My Open Tickets"
 msgstr "Mis Tickets Abiertos"
 
-#: templates/helpdesk/base.html:20
+#: templates/helpdesk/base.html:21
 msgid "All Recent Activity"
 msgstr "Todas las actividades recientes"
 
-#: templates/helpdesk/base.html:21 templates/helpdesk/dashboard.html:76
+#: templates/helpdesk/base.html:22 templates/helpdesk/dashboard.html:99
 #: templates/helpdesk/rss_list.html:15
 msgid "Unassigned Tickets"
 msgstr "Tickets sin asignar"
 
-#: templates/helpdesk/base.html:101 templates/helpdesk/public_base.html:6
-#: templates/helpdesk/public_base.html:14
+#: templates/helpdesk/base.html:52 templates/helpdesk/public_base.html:6
+#: templates/helpdesk/public_base.html:18
 msgid "Helpdesk"
 msgstr "Helpdesk"
 
-#: templates/helpdesk/base.html:111 templates/helpdesk/rss_list.html:9
+#: templates/helpdesk/base.html:62 templates/helpdesk/rss_list.html:9
 #: templates/helpdesk/rss_list.html:12 templates/helpdesk/rss_list.html:15
-#: templates/helpdesk/rss_list.html:27 templates/helpdesk/rss_list.html:28
+#: templates/helpdesk/rss_list.html:30 templates/helpdesk/rss_list.html:31
 msgid "RSS Icon"
 msgstr "Icono Rss"
 
-#: templates/helpdesk/base.html:111 templates/helpdesk/rss_list.html:2
+#: templates/helpdesk/base.html:62 templates/helpdesk/rss_list.html:2
 #: templates/helpdesk/rss_list.html.py:4
 msgid "RSS Feeds"
 msgstr "Fuente RSS"
 
-#: templates/helpdesk/base.html:112
+#: templates/helpdesk/base.html:63
 msgid "API"
 msgstr "API"
 
-#: templates/helpdesk/base.html:113
-msgid "User Settings"
-msgstr "Configuracion del Usuario"
-
-#: templates/helpdesk/base.html:115
-msgid "Change Language"
-msgstr "Cambiar Idioma"
-
-#: templates/helpdesk/base.html:117
+#: templates/helpdesk/base.html:64 templates/helpdesk/system_settings.html:6
 msgid "System Settings"
 msgstr "Configuración del Sistema"
 
 #: templates/helpdesk/confirm_delete_saved_query.html:3
-#: templates/helpdesk/ticket_list.html:144
+#: templates/helpdesk/ticket_list.html:146
 msgid "Delete Saved Query"
 msgstr "Borrar Búsqueda Salvada"
 
-#: templates/helpdesk/confirm_delete_saved_query.html:5
+#: templates/helpdesk/confirm_delete_saved_query.html:6
+msgid "Delete Query"
+msgstr ""
+
+#: templates/helpdesk/confirm_delete_saved_query.html:8
 #, python-format
 msgid ""
-"\n"
-"<h2>Delete Query</h2>\n"
-"\n"
-"<p>Are you sure you want to delete this saved filter (<em>%(query_title)s</em>)? To re-create it, you will need to manually re-filter your ticket listing.</p>\n"
-msgstr "\n<h2>Eliminar Consulta</h2>\n\n<p>¿Esta seguro de eliminar el filtro guardado (<em>%(query_title)s</em>)? Para recrearlo, necesita volver a filtrar manualmente su lista de tickets.</p>\n"
+"Are you sure you want to delete this saved filter "
+"(<em>%(query_title)s</em>)? To re-create it, you will need to manually re-"
+"filter your ticket listing."
+msgstr ""
 
 #: templates/helpdesk/confirm_delete_saved_query.html:11
-msgid "You have shared this query, so other users may be using it. If you delete it, they will have to manually create their own query."
-msgstr "Has compartido esta consulta, entonces otros usuarios podrían estar usandola, si tu la eliminas ellos tienen que crear manualmente su propia consulta"
+msgid ""
+"You have shared this query, so other users may be using it. If you delete "
+"it, they will have to manually create their own query."
+msgstr ""
 
-#: templates/helpdesk/confirm_delete_saved_query.html:15
-#: templates/helpdesk/delete_ticket.html:11
+#: templates/helpdesk/confirm_delete_saved_query.html:14
+#: templates/helpdesk/delete_ticket.html:10
 msgid "No, Don't Delete It"
 msgstr "No, No borrarlo"
 
-#: templates/helpdesk/confirm_delete_saved_query.html:17
-#: templates/helpdesk/delete_ticket.html:13
+#: templates/helpdesk/confirm_delete_saved_query.html:16
+#: templates/helpdesk/delete_ticket.html:12
 msgid "Yes - Delete It"
 msgstr "Sí, borrarlo"
 
@@ -1072,26 +1174,24 @@ msgid "Create Ticket"
 msgstr "Crear Ticket"
 
 #: templates/helpdesk/create_ticket.html:10
-#: templates/helpdesk/public_homepage.html:39
+#: templates/helpdesk/navigation.html:65 templates/helpdesk/navigation.html:68
+#: templates/helpdesk/public_homepage.html:27
 msgid "Submit a Ticket"
 msgstr "Enviar un Ticket"
 
 #: templates/helpdesk/create_ticket.html:11
+#: templates/helpdesk/edit_ticket.html:11
 msgid "Unless otherwise stated, all fields are required."
-msgstr "A menos que se indique lo contrario, todos los campos son obligatorios."
+msgstr ""
 
 #: templates/helpdesk/create_ticket.html:11
+#: templates/helpdesk/edit_ticket.html:11
+#: templates/helpdesk/public_homepage.html:28
 msgid "Please provide as descriptive a title and description as possible."
-msgstr "Por favor use un título y descripción lo más claro posible."
+msgstr ""
 
-#: templates/helpdesk/create_ticket.html:17
-#: templates/helpdesk/edit_ticket.html:19
-#: templates/helpdesk/public_homepage.html:50
-msgid "(Optional)"
-msgstr "(Opcional)"
-
-#: templates/helpdesk/create_ticket.html:26
-#: templates/helpdesk/public_homepage.html:59
+#: templates/helpdesk/create_ticket.html:30
+#: templates/helpdesk/public_homepage.html:55
 msgid "Submit Ticket"
 msgstr "Enviar Ticket"
 
@@ -1099,131 +1199,176 @@ msgstr "Enviar Ticket"
 msgid "Helpdesk Dashboard"
 msgstr "Panel - Servicio de Ayuda"
 
-#: templates/helpdesk/dashboard.html:10
-msgid "Helpdesk Summary"
-msgstr "Resumen - Servicio de Ayuda"
-
-#: templates/helpdesk/dashboard.html:25
+#: templates/helpdesk/dashboard.html:9
 msgid ""
 "Welcome to your Helpdesk Dashboard! From here you can quickly see tickets "
 "submitted by you, tickets you are working on, and those tickets that have no"
 " owner."
 msgstr "Bienvenido al panel del servicio de ayuda, aquí podrá ver de inmediato sus tickets enviados, en cuales estas trabajando y los que no tienen dueño."
 
-#: templates/helpdesk/dashboard.html:27
-msgid ""
-"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?"
-msgstr "Bienvenido al panel del servicio de ayuda, aquí podrá ver de inmediato sus tickets y los que no tienen dueño. ¿Porque no tomas un ticket y le das el seguimiento al cliente?"
+#: templates/helpdesk/dashboard.html:14
+msgid "Helpdesk Summary"
+msgstr "Resumen - Servicio de Ayuda"
 
 #: templates/helpdesk/dashboard.html:36
+msgid "Current Ticket Stats"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:37
+msgid "Average number of days until ticket is closed (all tickets): "
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:38
+msgid ""
+"Average number of days until ticket is closed (tickets opened in last 60 "
+"days): "
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:39
+msgid "Click"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:39
+msgid "for detailed average by month."
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:40
+msgid "Distribution of open tickets, grouped by time period:"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:41
+msgid "Days since opened"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:41
+msgid "Number of open tickets"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:57
 msgid "All Tickets submitted by you"
 msgstr "Todos los Tickets enviados por usted"
 
-#: templates/helpdesk/dashboard.html:37 templates/helpdesk/dashboard.html:57
-#: templates/helpdesk/dashboard.html:77 templates/helpdesk/dashboard.html:99
-#: templates/helpdesk/ticket_list.html:199
+#: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
+#: templates/helpdesk/dashboard.html:100 templates/helpdesk/dashboard.html:124
+#: templates/helpdesk/ticket_list.html:225
 msgid "Pr"
 msgstr "Pr"
 
-#: templates/helpdesk/dashboard.html:37 templates/helpdesk/dashboard.html:57
-#: templates/helpdesk/dashboard.html:99
+#: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
+#: templates/helpdesk/dashboard.html:124
 msgid "Last Update"
 msgstr "Última actualización"
 
-#: templates/helpdesk/dashboard.html:56
+#: templates/helpdesk/dashboard.html:77
 msgid "Open Tickets assigned to you (you are working on this ticket)"
 msgstr "Tickets abiertos asignados a usted (usted esta trabajando en este ticket)"
 
-#: templates/helpdesk/dashboard.html:69
+#: templates/helpdesk/dashboard.html:92
 msgid "You have no tickets assigned to you."
 msgstr "Usted no tiene Tickets asignados"
 
-#: templates/helpdesk/dashboard.html:76
+#: templates/helpdesk/dashboard.html:99
 msgid "(pick up a ticket if you start to work on it)"
 msgstr "(asigna un ticket si estas trabajando en el)"
 
-#: templates/helpdesk/dashboard.html:85
-#: templates/helpdesk/ticket_desc_table.html:22
+#: templates/helpdesk/dashboard.html:110
+#: templates/helpdesk/ticket_desc_table.html:38
 msgid "Take"
 msgstr "Tomar"
 
-#: templates/helpdesk/dashboard.html:85
+#: templates/helpdesk/dashboard.html:110
 #: templates/helpdesk/email_ignore_list.html:13
 #: templates/helpdesk/email_ignore_list.html:23
 #: templates/helpdesk/ticket_cc_list.html:15
 #: templates/helpdesk/ticket_cc_list.html:23
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Delete"
 msgstr "Borrar"
 
-#: templates/helpdesk/dashboard.html:89
+#: templates/helpdesk/dashboard.html:114
 msgid "There are no unassigned tickets."
 msgstr "No existen tickets sin asignar"
 
-#: templates/helpdesk/dashboard.html:98
+#: templates/helpdesk/dashboard.html:123
 msgid "Closed & resolved Tickets you used to work on"
 msgstr "Tickets cerrados y resueltos en los que usted trabajó"
 
 #: templates/helpdesk/delete_ticket.html:3
+#: templates/helpdesk/delete_ticket.html:6
 msgid "Delete Ticket"
 msgstr "Borrar Ticket"
 
 #: templates/helpdesk/delete_ticket.html:8
 #, python-format
-msgid "Are you sure you want to delete this ticket (<em>%(ticket_title)s</em>)? All traces of the ticket, including followups, attachments, and updates will be irreversibly removed."
-msgstr "¿Está seguro que desea eliminar esta entrada (<em>%(ticket_title)s</em>)? Todos los rastros del ticket, incluyendo comentarios, archivos adjuntos y actualizaciones serán eliminados de forma irreversible."
+msgid ""
+"Are you sure you want to delete this ticket (<em>%(ticket_title)s</em>)? All"
+" traces of the ticket, including followups, attachments, and updates will be"
+" irreversibly removed."
+msgstr ""
 
 #: templates/helpdesk/edit_ticket.html:3
 msgid "Edit Ticket"
 msgstr "Editar Ticket"
 
-#: templates/helpdesk/edit_ticket.html:6
+#: templates/helpdesk/edit_ticket.html:9
 msgid "Edit a Ticket"
-msgstr "Editar un Ticket"
+msgstr ""
 
-#: templates/helpdesk/edit_ticket.html:6
+#: templates/helpdesk/edit_ticket.html:13
 msgid "Note"
-msgstr "Nota"
+msgstr ""
 
-#: templates/helpdesk/edit_ticket.html:6
-msgid "Editing a ticket does <em>not</em> send an e-mail to the ticket owner or submitter. No new details should be entered, this form should only be used to fix incorrect details or clean up the submission."
-msgstr "La edición de un ticket <em>no</em> envía un correo electrónico al propietario del ticket o remitente. Este formato no es para añadir nuevos datos, sólo se debe utilizar para arreglar datos incorrectos o limpiar el ticket."
+#: templates/helpdesk/edit_ticket.html:13
+msgid ""
+"Editing a ticket does <em>not</em> send an e-mail to the ticket owner or "
+"submitter. No new details should be entered, this form should only be used "
+"to fix incorrect details or clean up the submission."
+msgstr ""
 
-#: templates/helpdesk/edit_ticket.html:28
+#: templates/helpdesk/edit_ticket.html:33
 msgid "Save Changes"
 msgstr "Salvar Cambios"
 
 #: templates/helpdesk/email_ignore_add.html:3
+#: templates/helpdesk/email_ignore_add.html:6
 #: templates/helpdesk/email_ignore_add.html:23
 msgid "Ignore E-Mail Address"
 msgstr "Ignorar Dirección de E-mail"
 
-#: templates/helpdesk/email_ignore_add.html:5
-msgid "To ignore an e-mail address and prevent any emails from that address creating tickets automatically, enter the e-mail address below."
-msgstr "Para ignorar una dirección e-mail y evitar que se creen tickets automáticos desde la misma, introduzca la dirección de e-mail abajo."
+#: templates/helpdesk/email_ignore_add.html:8
+msgid ""
+"To ignore an e-mail address and prevent any emails from that address "
+"creating tickets automatically, enter the e-mail address below."
+msgstr ""
 
-msgid "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>."
-msgstr "Puede especificar tanto una dirección de correo completo, por ejemplo <em>email@dominio.com</em> o solo una parte de la dirección con un wildcard, como por ejemplo <em>*@dominio.com</em> o <em>usuario@*</em>."
+#: templates/helpdesk/email_ignore_add.html:10
+msgid ""
+"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>."
+msgstr ""
 
 #: templates/helpdesk/email_ignore_del.html:3
 msgid "Delete Ignored E-Mail Address"
 msgstr "Borrar dirección de E-Mail Ignorada"
 
-#: templates/helpdesk/email_ignore_del.html:5
+#: templates/helpdesk/email_ignore_del.html:6
 msgid "Un-Ignore E-Mail Address"
-msgstr "Readmitir dirección E-Mail"
+msgstr ""
 
+#: templates/helpdesk/email_ignore_del.html:8
 #, python-format
-msgid "Are you sure you wish to stop removing this email address (<em>%(email_address)s</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time."
-msgstr "¿Está seguro de que quiere dejar de bloquear esta dirección de correo (<em>%(email_address)s</em>) y permitir que los correos de esta dirección creen tickets en el sistema? Puede añadir esta dirección e-mail en cualquier momento."
+msgid ""
+"Are you sure you wish to stop removing this email address "
+"(<em>%(email_address)s</em>) and allow their e-mails to automatically create"
+" tickets in your system? You can re-add this e-mail address at any time."
+msgstr ""
 
-#: templates/helpdesk/email_ignore_del.html:11
+#: templates/helpdesk/email_ignore_del.html:10
 msgid "Keep Ignoring It"
 msgstr "Mantener bloqueado"
 
-#: templates/helpdesk/email_ignore_del.html:13
+#: templates/helpdesk/email_ignore_del.html:12
 msgid "Stop Ignoring It"
 msgstr "Desbloquearlo"
 
@@ -1244,16 +1389,12 @@ msgstr ""
 msgid "Date Added"
 msgstr "Fecha en que se añadió"
 
-#: templates/helpdesk/email_ignore_list.html:13
-msgid "Queues"
-msgstr "Departamentos"
-
 #: templates/helpdesk/email_ignore_list.html:13
 msgid "Keep in mailbox?"
 msgstr "Mantener en el mailbox?"
 
 #: templates/helpdesk/email_ignore_list.html:21
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "All"
 msgstr "Todos"
 
@@ -1288,7 +1429,7 @@ msgid "Comment:"
 msgstr "Comentario:"
 
 #: templates/helpdesk/kb_category.html:4
-#: templates/helpdesk/kb_category.html:11
+#: templates/helpdesk/kb_category.html:12
 #, python-format
 msgid "Knowledgebase Category: %(kbcat)s"
 msgstr "Categoría del knowledgebase: %(kbcat)s "
@@ -1298,12 +1439,12 @@ msgstr "Categoría del knowledgebase: %(kbcat)s "
 msgid "You are viewing all items in the %(kbcat)s category."
 msgstr "Usted está viendo todos los elementos de la categoría %(kbcat)s"
 
-#: templates/helpdesk/kb_category.html:12
+#: templates/helpdesk/kb_category.html:13
 msgid "Article"
 msgstr "Artículo"
 
-#: templates/helpdesk/kb_index.html:4 templates/helpdesk/navigation.html:11
-#: templates/helpdesk/navigation.html:33
+#: templates/helpdesk/kb_index.html:4 templates/helpdesk/navigation.html:21
+#: templates/helpdesk/navigation.html:71
 msgid "Knowledgebase"
 msgstr "Base de conocimientos"
 
@@ -1314,8 +1455,8 @@ msgid ""
 "your problem prior to opening a support ticket."
 msgstr ""
 
-#: templates/helpdesk/kb_index.html:9
-#: templates/helpdesk/public_homepage.html:9
+#: templates/helpdesk/kb_index.html:10
+#: templates/helpdesk/public_homepage.html:10
 msgid "Knowledgebase Categories"
 msgstr "Categorías de la base de conocimientos"
 
@@ -1324,7 +1465,7 @@ msgstr "Categorías de la base de conocimientos"
 msgid "Knowledgebase: %(item)s"
 msgstr "Base de Conocimientos: %(item)s"
 
-#: templates/helpdesk/kb_item.html:13
+#: templates/helpdesk/kb_item.html:16
 #, python-format
 msgid ""
 "View <a href='%(category_url)s'>other <em>%(category_title)s</em> "
@@ -1332,88 +1473,82 @@ msgid ""
 "articles</a>."
 msgstr ""
 
-#: templates/helpdesk/kb_item.html:15
+#: templates/helpdesk/kb_item.html:18
 msgid "Feedback"
 msgstr "Retroalimentación"
 
-#: templates/helpdesk/kb_item.html:17
+#: templates/helpdesk/kb_item.html:20
 msgid ""
 "We give our users an opportunity to vote for items that they believe have "
 "helped them out, in order for us to better serve future customers. We would "
 "appreciate your feedback on this article. Did you find it useful?"
 msgstr "Damos a nuestros usuarios la oportunidad de votar sobre los artículos que ellos creen que les han ayudado, para que podamos servir mejor a los futuros clientes. Agradeceremos sus comentarios sobre este artículo. ¿Te ha resultado útil?"
 
-#: templates/helpdesk/kb_item.html:20
+#: templates/helpdesk/kb_item.html:23
 msgid "This article was useful to me"
 msgstr "Este artículo fue útil para mí"
 
-#: templates/helpdesk/kb_item.html:21
+#: templates/helpdesk/kb_item.html:24
 msgid "This article was <strong>not</strong> useful to me"
 msgstr "Este artículo <strong>no</strong> fue útil para mí"
 
-#: templates/helpdesk/kb_item.html:24
+#: templates/helpdesk/kb_item.html:27
 msgid "The results of voting by other readers of this article are below:"
 msgstr "Los resultados de la votación por otros lectores de este artículo se muestran a continuación:"
 
-#: templates/helpdesk/kb_item.html:27
+#: templates/helpdesk/kb_item.html:30
 #, python-format
 msgid "Recommendations: %(recommendations)s"
 msgstr "Recomendaciones: %(recommendations)s"
 
-#: templates/helpdesk/kb_item.html:28
+#: templates/helpdesk/kb_item.html:31
 #, python-format
 msgid "Votes: %(votes)s"
 msgstr "Votos: %(votes)s"
 
-#: templates/helpdesk/kb_item.html:29
+#: templates/helpdesk/kb_item.html:32
 #, python-format
 msgid "Overall Rating: %(score)s"
 msgstr "Calificación: %(score)s "
 
-#: templates/helpdesk/navigation.html:4
+#: templates/helpdesk/navigation.html:16 templates/helpdesk/navigation.html:64
 msgid "Dashboard"
 msgstr "Panel"
 
-#: templates/helpdesk/navigation.html:5
-#: templates/helpdesk/ticket_list.html:198
-msgid "Tickets"
-msgstr "Tickets"
-
-#: templates/helpdesk/navigation.html:6
+#: templates/helpdesk/navigation.html:18
 msgid "New Ticket"
 msgstr "Nuevo Ticket"
 
-#: templates/helpdesk/navigation.html:8
+#: templates/helpdesk/navigation.html:19
 msgid "Stats"
 msgstr "Estadisticas"
 
-#: templates/helpdesk/navigation.html:14
-#: templates/helpdesk/ticket_list.html:46
-msgid "Load Saved Query"
-msgstr "Cargar Busqueda Salvada"
+#: templates/helpdesk/navigation.html:24
+msgid "Saved Query"
+msgstr ""
 
-#: templates/helpdesk/navigation.html:25 templates/helpdesk/navigation.html:35
-msgid "Logout"
-msgstr "Salir"
+#: templates/helpdesk/navigation.html:39
+msgid "Change password"
+msgstr ""
 
-#: templates/helpdesk/navigation.html:26
+#: templates/helpdesk/navigation.html:50
 msgid "Search..."
 msgstr "Buscar..."
 
-#: templates/helpdesk/navigation.html:26
+#: templates/helpdesk/navigation.html:50
 msgid "Enter a keyword, or a ticket number to jump straight to that ticket."
 msgstr "Escriba una palabra, o un número de ticket para ir a él"
 
-#: templates/helpdesk/navigation.html:31
-msgid "Submit A Ticket"
-msgstr "Enviar un Ticket"
+#: templates/helpdesk/navigation.html:73
+msgid "Logout"
+msgstr "Salir"
 
-#: templates/helpdesk/navigation.html:35
+#: templates/helpdesk/navigation.html:73
 msgid "Log In"
 msgstr "Entrar"
 
 #: templates/helpdesk/public_change_language.html:2
-#: templates/helpdesk/public_homepage.html:21
+#: templates/helpdesk/public_homepage.html:73
 #: templates/helpdesk/public_view_form.html:4
 #: templates/helpdesk/public_view_ticket.html:2
 msgid "View a Ticket"
@@ -1427,69 +1562,81 @@ msgstr "Cambiar el lenguaje mostrado"
 msgid "Knowledgebase Articles"
 msgstr "Artículos de la Base de Conocimientos"
 
-#: templates/helpdesk/public_homepage.html:29
+#: templates/helpdesk/public_homepage.html:28
+msgid "All fields are required."
+msgstr ""
+
+#: templates/helpdesk/public_homepage.html:66
+msgid "Please use button at upper right to login first."
+msgstr "Por favor use el botón de la sección superior derecha para logearse primero."
+
+#: templates/helpdesk/public_homepage.html:82
 #: templates/helpdesk/public_view_form.html:15
 msgid "Your E-mail Address"
 msgstr "Su dirección de correo electrénico"
 
-#: templates/helpdesk/public_homepage.html:33
+#: templates/helpdesk/public_homepage.html:86
 #: templates/helpdesk/public_view_form.html:19
 msgid "View Ticket"
 msgstr "Ver Ticket"
 
-#: templates/helpdesk/public_homepage.html:41
-msgid "All fields are required."
-msgstr "Todos los campos son requeridos."
-
-#: templates/helpdesk/public_homepage.html:67
-msgid "Please use button at upper right to login first."
-msgstr "Por favor use el botón de la sección superior derecha para logearse primero."
-
 #: templates/helpdesk/public_spam.html:4
 msgid "Unable To Open Ticket"
 msgstr "No es posible abrir el Ticket"
 
-#: templates/helpdesk/public_spam.html:6
+#: templates/helpdesk/public_spam.html:5
 msgid "Sorry, but there has been an error trying to submit your ticket."
-msgstr "Lo sentimos, pero se generó un error al tratar de ingresar su ticket."
+msgstr ""
 
-msgid "Our system has marked your submission as <strong>spam</strong>, so we are unable to save it. If this is not spam, please press back and re-type your message. Be careful to avoid sounding 'spammy', and if you have heaps of links please try removing them if possible."
-msgstr "Nuestro sistema ha catalogado su envío como <strong>spam</strong>, por lo que no podemos guardarlo. Si no es spam, por favor presione atrás y reingrese su mensaje. Intente no ingresar palabras que puedan sonar a spam, y si tiene ligas en su mensaje trate de eliminarlas si es posible."
+#: templates/helpdesk/public_spam.html:6
+msgid ""
+"Our system has marked your submission as <strong>spam</strong>, so we are "
+"unable to save it. If this is not spam, please press back and re-type your "
+"message. Be careful to avoid sounding 'spammy', and if you have heaps of "
+"links please try removing them if possible."
+msgstr ""
 
-msgid "We are sorry for any inconvenience, however this check is required to avoid our helpdesk resources being overloaded by spammers."
-msgstr "Sentimos el inconveniente, pero necesitamos verificar el correo contra spam para evitar que nuestros recursos de helpdesk sean bloqueados por spammers."
+#: templates/helpdesk/public_spam.html:7
+msgid ""
+"We are sorry for any inconvenience, however this check is required to avoid "
+"our helpdesk resources being overloaded by spammers."
+msgstr ""
 
 #: templates/helpdesk/public_view_form.html:8
 msgid "Error:"
 msgstr "Error:"
 
-#: templates/helpdesk/public_view_ticket.html:8
+#: templates/helpdesk/public_view_ticket.html:9
 #, python-format
 msgid "Queue: %(queue_name)s"
 msgstr "Fila: %(queue_name)s"
 
-#: templates/helpdesk/public_view_ticket.html:11
-#: templates/helpdesk/ticket_desc_table.html:16
+#: templates/helpdesk/public_view_ticket.html:13
+#: templates/helpdesk/ticket_desc_table.html:32
 msgid "Submitted On"
 msgstr "Enviado el día:"
 
-#: templates/helpdesk/public_view_ticket.html:46
-#: templates/helpdesk/ticket_desc_table.html:74
+#: templates/helpdesk/public_view_ticket.html:35
+msgid "Tags"
+msgstr "Etiquetas"
+
+#: templates/helpdesk/public_view_ticket.html:48
+#: templates/helpdesk/ticket_desc_table.html:26
 msgid "Accept"
 msgstr "Aceptar"
 
-#: templates/helpdesk/public_view_ticket.html:46
-#: templates/helpdesk/ticket_desc_table.html:74
+#: templates/helpdesk/public_view_ticket.html:48
+#: templates/helpdesk/ticket_desc_table.html:26
 msgid "Accept and Close"
 msgstr "Aceptar y cerrar"
 
-#: templates/helpdesk/public_view_ticket.html:55
-#: templates/helpdesk/ticket.html:64
+#: templates/helpdesk/public_view_ticket.html:57
+#: templates/helpdesk/ticket.html:66
 msgid "Follow-Ups"
 msgstr "Seguimientos"
 
-#: templates/helpdesk/public_view_ticket.html:63
-#: templates/helpdesk/ticket.html:92
+#: templates/helpdesk/public_view_ticket.html:65
+#: templates/helpdesk/ticket.html:100
 #, python-format
 msgid "Changed %(field)s from %(old_value)s to %(new_value)s."
 msgstr "El campo(s) %(field)s cambió de %(old_value)s a %(new_value)s."
@@ -1532,6 +1679,10 @@ msgstr "por Mes"
 msgid "Reports By Queue"
 msgstr "Reportes por Fila"
 
+#: templates/helpdesk/report_index.html:27 views/staff.py:1049
+msgid "Days until ticket closed by Month"
+msgstr ""
+
 #: templates/helpdesk/report_output.html:19
 msgid ""
 "You can run this query on filtered data by using one of your saved queries."
@@ -1589,15 +1740,15 @@ msgid ""
 "new tickets coming into that queue."
 msgstr ""
 
-#: templates/helpdesk/rss_list.html:22
+#: templates/helpdesk/rss_list.html:23
 msgid "Per-Queue Feeds"
 msgstr "Fuentes RSS por cola"
 
-#: templates/helpdesk/rss_list.html:23
+#: templates/helpdesk/rss_list.html:24
 msgid "All Open Tickets"
 msgstr "Todos los Tickets  Abiertos"
 
-#: templates/helpdesk/rss_list.html:27
+#: templates/helpdesk/rss_list.html:30
 msgid "Open Tickets"
 msgstr "Tickets Abiertos"
 
@@ -1605,12 +1756,8 @@ msgstr "Tickets Abiertos"
 msgid "Change System Settings"
 msgstr "Cambiar la Configuración del Sistema"
 
-#: templates/helpdesk/system_settings.html:5
-msgid ""
-"\n"
-"<h2>System Settings</h2>\n"
-"\n"
-"<p>The following items can be maintained by you or other superusers:</p>"
+#: templates/helpdesk/system_settings.html:8
+msgid "The following items can be maintained by you or other superusers:"
 msgstr ""
 
 #: templates/helpdesk/system_settings.html:11
@@ -1649,77 +1796,81 @@ msgstr "Ver detalles del ticket"
 msgid "Attach another File"
 msgstr "Adjuntar otro archivo"
 
-#: templates/helpdesk/ticket.html:34 templates/helpdesk/ticket.html.py:197
+#: templates/helpdesk/ticket.html:34 templates/helpdesk/ticket.html.py:200
 msgid "Add Another File"
 msgstr "Agregar otro archivo"
 
-#: templates/helpdesk/ticket.html:71 templates/helpdesk/ticket.html.py:81
+#: templates/helpdesk/ticket.html:73 templates/helpdesk/ticket.html.py:86
 msgid "Private"
 msgstr "Privado"
 
-#: templates/helpdesk/ticket.html:111
+#: templates/helpdesk/ticket.html:119
 msgid "Respond to this ticket"
 msgstr "Responder a este ticket"
 
-#: templates/helpdesk/ticket.html:118
+#: templates/helpdesk/ticket.html:126
 msgid "Use a Pre-set Reply"
 msgstr "Use una plantilla de respuesta"
 
-#: templates/helpdesk/ticket.html:120
+#: templates/helpdesk/ticket.html:126 templates/helpdesk/ticket.html.py:166
+msgid "(Optional)"
+msgstr "(Opcional)"
+
+#: templates/helpdesk/ticket.html:128
 msgid ""
 "Selecting a pre-set reply will over-write your comment below. You can then "
 "modify the pre-set reply to your liking before saving this update."
 msgstr ""
 
-#: templates/helpdesk/ticket.html:123
+#: templates/helpdesk/ticket.html:131
 msgid "Comment / Resolution"
 msgstr "Comentario / Resolución"
 
-#: templates/helpdesk/ticket.html:125
+#: templates/helpdesk/ticket.html:133
 msgid ""
 "You can insert ticket and queue details in your message. For more "
 "information, see the <a href='../../help/context/'>context help page</a>."
 msgstr ""
 
-#: templates/helpdesk/ticket.html:128
+#: templates/helpdesk/ticket.html:136
 msgid ""
 "This ticket cannot be resolved or closed until the tickets it depends on are"
 " resolved."
 msgstr ""
 
-#: templates/helpdesk/ticket.html:158
+#: templates/helpdesk/ticket.html:166
 msgid "Is this update public?"
 msgstr "¿Esta actualización es pública?"
 
-#: templates/helpdesk/ticket.html:160
+#: templates/helpdesk/ticket.html:168
 msgid ""
 "If this is public, the submitter will be e-mailed your comment or "
 "resolution."
 msgstr ""
 
-#: templates/helpdesk/ticket.html:164
+#: templates/helpdesk/ticket.html:172
 msgid "Change Further Details &raquo;"
 msgstr ""
 
-#: templates/helpdesk/ticket.html:173 templates/helpdesk/ticket_list.html:55
-#: templates/helpdesk/ticket_list.html:87
-#: templates/helpdesk/ticket_list.html:199
+#: templates/helpdesk/ticket.html:181 templates/helpdesk/ticket_list.html:68
+#: templates/helpdesk/ticket_list.html:97
+#: templates/helpdesk/ticket_list.html:225
 msgid "Owner"
 msgstr "Dueño"
 
-#: templates/helpdesk/ticket.html:174
+#: templates/helpdesk/ticket.html:182
 msgid "Unassign"
 msgstr ""
 
-#: templates/helpdesk/ticket.html:190
+#: templates/helpdesk/ticket.html:193
 msgid "Attach File(s) &raquo;"
 msgstr ""
 
-#: templates/helpdesk/ticket.html:196
+#: templates/helpdesk/ticket.html:199
 msgid "Attach a File"
 msgstr "Adjuntar archivo"
 
-#: templates/helpdesk/ticket.html:204
+#: templates/helpdesk/ticket.html:207
 msgid "Update This Ticket"
 msgstr "Actualizar este Ticket"
 
@@ -1822,263 +1973,256 @@ msgid ""
 "<p>Are you sure you wish to remove the dependency on this ticket?</p>\n"
 msgstr ""
 
-#: templates/helpdesk/ticket_desc_table.html:11
+#: templates/helpdesk/ticket_desc_table.html:7
 msgid "Unhold"
 msgstr ""
 
-#: templates/helpdesk/ticket_desc_table.html:11
+#: templates/helpdesk/ticket_desc_table.html:7
 msgid "Hold"
 msgstr ""
 
-#: templates/helpdesk/ticket_desc_table.html:13
+#: templates/helpdesk/ticket_desc_table.html:9
 #, python-format
 msgid "Queue: %(queue)s"
 msgstr "Departamento: %(queue)s"
 
-#: templates/helpdesk/ticket_desc_table.html:21
+#: templates/helpdesk/ticket_desc_table.html:37
 msgid "Assigned To"
 msgstr "Asignado A "
 
-#: templates/helpdesk/ticket_desc_table.html:27
+#: templates/helpdesk/ticket_desc_table.html:43
 msgid "Ignore"
 msgstr "Ignorar"
 
-#: templates/helpdesk/ticket_desc_table.html:36
+#: templates/helpdesk/ticket_desc_table.html:52
 msgid "Copies To"
 msgstr "Copia a"
 
-#: templates/helpdesk/ticket_desc_table.html:37
+#: templates/helpdesk/ticket_desc_table.html:53
 msgid "Manage"
 msgstr "Administrar"
 
-#: templates/helpdesk/ticket_desc_table.html:37
+#: templates/helpdesk/ticket_desc_table.html:53
 msgid ""
 "Click here to add / remove people who should receive an e-mail whenever this"
 " ticket is updated."
 msgstr ""
 
-#: templates/helpdesk/ticket_desc_table.html:48
+#: templates/helpdesk/ticket_desc_table.html:53
+msgid "Subscribe"
+msgstr ""
+
+#: templates/helpdesk/ticket_desc_table.html:53
+msgid ""
+"Click here to subscribe yourself to this ticket, if you want to receive an "
+"e-mail whenever this ticket is updated."
+msgstr ""
+
+#: templates/helpdesk/ticket_desc_table.html:57
 msgid "Dependencies"
 msgstr "Dependencias"
 
-#: templates/helpdesk/ticket_desc_table.html:50
+#: templates/helpdesk/ticket_desc_table.html:59
 msgid ""
 "This ticket cannot be resolved until the following ticket(s) are resolved"
 msgstr "Este ticket no se puede resolver hasta que el/los siguiente(s) tickets se resuelvan"
 
-#: templates/helpdesk/ticket_desc_table.html:51
+#: templates/helpdesk/ticket_desc_table.html:60
 msgid "Remove Dependency"
 msgstr "Remover Dependencia"
 
-#: templates/helpdesk/ticket_desc_table.html:54
+#: templates/helpdesk/ticket_desc_table.html:63
 msgid "This ticket has no dependencies."
 msgstr "Este Ticket no tiene dependencias"
 
-#: templates/helpdesk/ticket_desc_table.html:56
+#: templates/helpdesk/ticket_desc_table.html:65
 msgid "Add Dependency"
 msgstr "Añadir Dependencia"
 
-#: templates/helpdesk/ticket_desc_table.html:56
+#: templates/helpdesk/ticket_desc_table.html:65
 msgid ""
 "Click on 'Add Dependency', if you want to make this ticket dependent on "
 "another ticket. A ticket may not be closed until all tickets it depends on "
 "are closed."
 msgstr ""
 
-#: templates/helpdesk/ticket_list.html:2
-msgid "Ticket Listing"
-msgstr "Listado de Tickets"
-
-#: templates/helpdesk/ticket_list.html:41
-msgid "Query Options"
-msgstr "Opciones de consulta"
-
-#: templates/helpdesk/ticket_list.html:43
-msgid "Save This Query"
-msgstr "Guardar consulta"
-
-#: templates/helpdesk/ticket_list.html:51
+#: templates/helpdesk/ticket_list.html:59
 msgid "Change Query"
 msgstr "Cambiar consulta"
 
-#: templates/helpdesk/ticket_list.html:54
-#: templates/helpdesk/ticket_list.html:69
+#: templates/helpdesk/ticket_list.html:67
+#: templates/helpdesk/ticket_list.html:79
 msgid "Sorting"
 msgstr "Ordenar"
 
-#: templates/helpdesk/ticket_list.html:58
-#: templates/helpdesk/ticket_list.html:137
+#: templates/helpdesk/ticket_list.html:71
+#: templates/helpdesk/ticket_list.html:139
 msgid "Keywords"
 msgstr "Palabras Clave"
 
-#: templates/helpdesk/ticket_list.html:59
+#: templates/helpdesk/ticket_list.html:72
 msgid "Date Range"
 msgstr "Rango de fechas"
 
-#: templates/helpdesk/ticket_list.html:90
+#: templates/helpdesk/ticket_list.html:100
 msgid "Reverse"
 msgstr "Inverso"
 
-#: templates/helpdesk/ticket_list.html:92
+#: templates/helpdesk/ticket_list.html:102
 msgid "Ordering applied to tickets"
 msgstr "Orden aplicado a los Tickets"
 
-#: templates/helpdesk/ticket_list.html:97
+#: templates/helpdesk/ticket_list.html:107
 msgid "Owner(s)"
 msgstr "Propietario(s)"
 
-#: templates/helpdesk/ticket_list.html:101
+#: templates/helpdesk/ticket_list.html:111
 msgid "(ME)"
 msgstr "(Yo)"
 
-#: templates/helpdesk/ticket_list.html:105
+#: templates/helpdesk/ticket_list.html:115
 msgid "Ctrl-Click to select multiple options"
 msgstr "Ctrl-Click para seleccionar múltiples opciones"
 
-#: templates/helpdesk/ticket_list.html:110
+#: templates/helpdesk/ticket_list.html:120
 msgid "Queue(s)"
 msgstr "Fila(s)"
 
-#: templates/helpdesk/ticket_list.html:111
-#: templates/helpdesk/ticket_list.html:117
-#: templates/helpdesk/ticket_list.html:131
+#: templates/helpdesk/ticket_list.html:121
+#: templates/helpdesk/ticket_list.html:127
 msgid "Ctrl-click to select multiple options"
 msgstr "Ctrl-Click para seleccionar múltiples opciones"
 
-#: templates/helpdesk/ticket_list.html:116
+#: templates/helpdesk/ticket_list.html:126
 msgid "Status(es)"
 msgstr "Estado(s)"
 
-#: templates/helpdesk/ticket_list.html:122
+#: templates/helpdesk/ticket_list.html:132
 msgid "Date (From)"
 msgstr "Fecha (de)"
 
-#: templates/helpdesk/ticket_list.html:123
+#: templates/helpdesk/ticket_list.html:133
 msgid "Date (To)"
 msgstr "Fecha (hasta)"
 
-#: templates/helpdesk/ticket_list.html:124
+#: templates/helpdesk/ticket_list.html:134
 msgid "Use YYYY-MM-DD date format, eg 2011-05-29"
 msgstr "Usar el formato de fechas YYYY-MM-DD, por ejemplo: 2011-05-29"
 
-#: templates/helpdesk/ticket_list.html:130
-msgid "Tag(s)"
-msgstr "Etiqueta(s)"
-
-#: templates/helpdesk/ticket_list.html:138
+#: templates/helpdesk/ticket_list.html:140
 msgid ""
 "Keywords are case-insensitive, and will be looked for in the title, body and"
 " submitter fields."
 msgstr ""
 
-#: templates/helpdesk/ticket_list.html:142
+#: templates/helpdesk/ticket_list.html:144
 msgid "Apply Filter"
 msgstr "Aplicar Filtro"
 
-#: templates/helpdesk/ticket_list.html:144
+#: templates/helpdesk/ticket_list.html:146
 #, python-format
-msgid "You are currently viewing saved query <em>%(query_name)s</em>."
+msgid "You are currently viewing saved query <strong>\"%(query_name)s\"</strong>."
 msgstr ""
 
-#: templates/helpdesk/ticket_list.html:147
+#: templates/helpdesk/ticket_list.html:149
 #, python-format
 msgid ""
 "<a href='../reports/?saved_query=%(query_id)s'>Run a report</a> on this "
 "query to see stats and charts for the data listed below."
 msgstr ""
 
-#: templates/helpdesk/ticket_list.html:154
-#: templates/helpdesk/ticket_list.html:169
+#: templates/helpdesk/ticket_list.html:162
+#: templates/helpdesk/ticket_list.html:181
 msgid "Save Query"
 msgstr "Guardar consulta"
 
-#: templates/helpdesk/ticket_list.html:160
+#: templates/helpdesk/ticket_list.html:172
 msgid ""
 "This name appears in the drop-down list of saved queries. If you share your "
 "query, other users will see this name, so choose something clear and "
 "descriptive!"
 msgstr ""
 
-#: templates/helpdesk/ticket_list.html:162
+#: templates/helpdesk/ticket_list.html:174
 msgid "Shared?"
 msgstr "¿Compartido?"
 
-#: templates/helpdesk/ticket_list.html:163
+#: templates/helpdesk/ticket_list.html:175
 msgid "Yes, share this query with other users."
 msgstr "Si, compartir esta búsqueda con otros usuarios"
 
-#: templates/helpdesk/ticket_list.html:164
+#: templates/helpdesk/ticket_list.html:176
 msgid ""
 "If you share this query, it will be visible by <em>all</em> other logged-in "
 "users."
 msgstr "Si compartes esta búsqueda, esta será visible para <em> todos</em> los usuarios."
 
-#: templates/helpdesk/ticket_list.html:176
+#: templates/helpdesk/ticket_list.html:195
 msgid "Use Saved Query"
 msgstr "Usar consulta guardada"
 
-#: templates/helpdesk/ticket_list.html:178
+#: templates/helpdesk/ticket_list.html:202
 msgid "Query"
 msgstr "Consulta"
 
-#: templates/helpdesk/ticket_list.html:183
+#: templates/helpdesk/ticket_list.html:207
 msgid "Run Query"
 msgstr "Correr consulta"
 
-#: templates/helpdesk/ticket_list.html:213
+#: templates/helpdesk/ticket_list.html:240
 msgid "No Tickets Match Your Selection"
 msgstr "No coinciden tickets de acuerdo a su consulta"
 
-#: templates/helpdesk/ticket_list.html:219
+#: templates/helpdesk/ticket_list.html:247
 msgid "Previous"
 msgstr "Anterior"
 
-#: templates/helpdesk/ticket_list.html:223
+#: templates/helpdesk/ticket_list.html:251
 #, python-format
 msgid "Page %(ticket_num)s of %(num_pages)s."
 msgstr "Página%(ticket_num)s de %(num_pages)s."
 
-#: templates/helpdesk/ticket_list.html:227
+#: templates/helpdesk/ticket_list.html:255
 msgid "Next"
 msgstr "Siguiente"
 
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "Select:"
 msgstr "Seleccionar:"
 
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "None"
 msgstr "Ninguno"
 
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "Inverse"
 msgstr "Inverso"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "With Selected Tickets:"
 msgstr "Con los tickets seleccionados:"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Take (Assign to me)"
 msgstr "Tomar (Asignarmelo)"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Close"
 msgstr "Cerrar"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Close (Don't Send E-Mail)"
 msgstr "Cerrar (Sin enviar E-mail)"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Close (Send E-Mail)"
 msgstr "Cerrar (Enviar E-mail)"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Assign To"
 msgstr "Asignar A"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Nobody (Unassign)"
 msgstr "Nadie (Dejar de asignar)"
 
@@ -2086,15 +2230,13 @@ msgstr "Nadie (Dejar de asignar)"
 msgid "Change User Settings"
 msgstr "Cambiar ajustes de usuario"
 
-#: templates/helpdesk/user_settings.html:14
+#: templates/helpdesk/user_settings.html:8
 msgid ""
-"\n"
-"<h2>User Settings</h2>\n"
-"\n"
-"<p>Use the following options to change the way your helpdesk system works for you. These settings do not impact any other user.</p>\n"
+"Use the following options to change the way your helpdesk system works for "
+"you. These settings do not impact any other user."
 msgstr ""
 
-#: templates/helpdesk/user_settings.html:29
+#: templates/helpdesk/user_settings.html:14
 msgid "Save Options"
 msgstr "Salvar opciones"
 
@@ -2115,116 +2257,101 @@ msgstr "\n<h2>Sesión cerrada</h2>\n\n<p>Gracias por estar aquí. Esperamos que
 msgid "Helpdesk Login"
 msgstr "Ingresar a Helpdesk"
 
-#: templates/helpdesk/registration/login.html:9
-#: templates/helpdesk/registration/login.html:21
-msgid "Login"
-msgstr "Entrar"
-
-#: templates/helpdesk/registration/login.html:11
-msgid ""
-"To log in and begin responding to cases, simply enter your username and "
-"password below."
-msgstr "Para entrar, simplemente introduzca su nombre de usuario y contraseña abajo."
-
 #: templates/helpdesk/registration/login.html:14
+msgid "To log in simply enter your username and password below."
+msgstr ""
+
+#: templates/helpdesk/registration/login.html:17
 msgid "Your username and password didn't match. Please try again."
 msgstr "Su nombre de usuario y contraseña no coinciden, por favor intente otra vez."
 
-#: templates/helpdesk/registration/login.html:16
-msgid "Username"
-msgstr "Usuario"
+#: templates/helpdesk/registration/login.html:20
+msgid "Login"
+msgstr "Entrar"
 
-#: templates/helpdesk/registration/login.html:18
-msgid "Password"
-msgstr "Contraseña"
-
-#: views/feeds.py:35
+#: views/feeds.py:39
 #, python-format
 msgid "Helpdesk: Open Tickets in queue %(queue)s for %(username)s"
 msgstr "Helpdesk: Abrir Tickets en cola %(queue)s for %(username)s"
 
-#: views/feeds.py:40
+#: views/feeds.py:44
 #, python-format
 msgid "Helpdesk: Open Tickets for %(username)s"
 msgstr "Helpdesk: Abrir Tickets para %(username)s"
 
-#: views/feeds.py:46
+#: views/feeds.py:50
 #, python-format
 msgid "Open and Reopened Tickets in queue %(queue)s for %(username)s"
 msgstr "Abrir y reabrir Tickets en %(queue)s para %(username)s"
 
-#: views/feeds.py:51
+#: views/feeds.py:55
 #, python-format
 msgid "Open and Reopened Tickets for %(username)s"
 msgstr "Abrir y reabrir Tickets para %(username)s"
 
-#: views/feeds.py:98
+#: views/feeds.py:102
 msgid "Helpdesk: Unassigned Tickets"
 msgstr "Helpdesk: Tickets no asignados"
 
-#: views/feeds.py:99
+#: views/feeds.py:103
 msgid "Unassigned Open and Reopened tickets"
 msgstr "Tickets no asignados abiertos y reabiertos"
 
-#: views/feeds.py:124
+#: views/feeds.py:128
 msgid "Helpdesk: Recent Followups"
 msgstr "Helpdesk: Actualizaciones recientes"
 
-#: views/feeds.py:125
+#: views/feeds.py:129
 msgid ""
 "Recent FollowUps, such as e-mail replies, comments, attachments and "
 "resolutions"
 msgstr "Actualizaciones recientes, como respuestas por e-mail, comentarios, adjuntos y resoluciones"
 
-#: views/feeds.py:140
+#: views/feeds.py:144
 #, python-format
 msgid "Helpdesk: Open Tickets in queue %(queue)s"
 msgstr "Helpdesk: Abrir Tickets en cola %(queue)s"
 
-#: views/feeds.py:145
+#: views/feeds.py:149
 #, python-format
 msgid "Open and Reopened Tickets in queue %(queue)s"
 msgstr "Abrir y reabrir tickets en cola %(queue)s"
 
-#: views/public.py:91
+#: views/public.py:89
 msgid "Invalid ticket ID or e-mail address. Please try again."
 msgstr "ID de ticket o dirección de e-mail inválido. Por favor intente nuevamente."
 
-#: views/public.py:109
+#: views/public.py:107
 msgid "Submitter accepted resolution and closed ticket"
 msgstr "El solicitante acepto la resolución y cerró el ticket."
 
-#: views/staff.py:218
+#: views/staff.py:235
 msgid "Accepted resolution and closed ticket"
 msgstr "Solución aceptada y ticket cerrado."
 
-#: views/staff.py:246
-msgid "Sorry, you need to login to do that."
-msgstr "Disculpe, usted necesita estar autenticado para hacer eso."
-
-#: views/staff.py:295
+#: views/staff.py:369
 #, python-format
 msgid "Assigned to %(username)s"
 msgstr "Asignado a %(username)s"
 
-#: views/staff.py:318
+#: views/staff.py:392
 msgid "Updated"
 msgstr "Actualizado"
 
-#: views/staff.py:496
+#: views/staff.py:577
 #, python-format
 msgid "Assigned to %(username)s in bulk update"
 msgstr "Asignado a %(username)s en el paquete de actualizaciones"
 
-#: views/staff.py:501
+#: views/staff.py:582
 msgid "Unassigned in bulk update"
 msgstr "Sin asignar en el paquete de actualizaciones"
 
-#: views/staff.py:506 views/staff.py:511
+#: views/staff.py:587 views/staff.py:592
 msgid "Closed in bulk update"
 msgstr "Cerrado en el paquete de actualizaciones"
 
-#: views/staff.py:732
+#: views/staff.py:806
 msgid ""
 "<p><strong>Note:</strong> Your keyword search is case sensitive because of "
 "your database. This means the search will <strong>not</strong> be accurate. "
@@ -2234,86 +2361,38 @@ msgid ""
 "matching\">Django Documentation on string matching in SQLite</a>."
 msgstr "<p><strong>Nota:</strong> Su parámetro de busqueda es sensitivo producto de su base de datos. Esto significa que las búsquedas <strong>no</strong> serán precisas. Cambiando a una base de datos diferente, se lograrán mejores búsquedas. Para más información, revise <a href=\"http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching\">Django Documentation on string matching in SQLite</a>."
 
-#: views/staff.py:843
+#: views/staff.py:910
 msgid "Ticket taken off hold"
 msgstr "Ticket liberado"
 
-#: views/staff.py:846
+#: views/staff.py:913
 msgid "Ticket placed on hold"
 msgstr "Ticket puesto en espera"
 
-#: views/staff.py:914
-msgid "Jan"
-msgstr "Ene"
-
-#: views/staff.py:915
-msgid "Feb"
-msgstr "Feb"
-
-#: views/staff.py:916
-msgid "Mar"
-msgstr "Mar"
-
-#: views/staff.py:917
-msgid "Apr"
-msgstr "Abr"
-
-#: views/staff.py:918
-msgid "May"
-msgstr "May"
-
-#: views/staff.py:919
-msgid "Jun"
-msgstr "Jun"
-
-#: views/staff.py:920
-msgid "Jul"
-msgstr "Jul"
-
-#: views/staff.py:921
-msgid "Aug"
-msgstr "Ago"
-
-#: views/staff.py:922
-msgid "Sep"
-msgstr "Sep"
-
-#: views/staff.py:923
-msgid "Oct"
-msgstr "Oct"
-
-#: views/staff.py:924
-msgid "Nov"
-msgstr "Nov"
-
-#: views/staff.py:925
-msgid "Dec"
-msgstr "Dic"
-
-#: views/staff.py:951
+#: views/staff.py:1007
 msgid "User by Priority"
 msgstr "Usuario por Prioridad"
 
-#: views/staff.py:957
+#: views/staff.py:1013
 msgid "User by Queue"
 msgstr "Usuario por Cola"
 
-#: views/staff.py:963
+#: views/staff.py:1019
 msgid "User by Status"
 msgstr "Usuario por Estatus"
 
-#: views/staff.py:969
+#: views/staff.py:1025
 msgid "User by Month"
 msgstr "Usuario por Mes"
 
-#: views/staff.py:975
+#: views/staff.py:1031
 msgid "Queue by Priority"
 msgstr "Cola por Prioridad"
 
-#: views/staff.py:981
+#: views/staff.py:1037
 msgid "Queue by Status"
 msgstr "Cola por Estatus"
 
-#: views/staff.py:987
+#: views/staff.py:1043
 msgid "Queue by Month"
 msgstr "Cola por Mes"
diff --git a/helpdesk/locale/fa_IR/LC_MESSAGES/django.mo b/helpdesk/locale/fa_IR/LC_MESSAGES/django.mo
index 72bfa1f7bcb414cfa6bfd718ad824452bb1b869c..fa3c91fbe5ef61ca760cd2b2f07d4f03110c6035 100644
GIT binary patch
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delta 148
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diff --git a/helpdesk/locale/fa_IR/LC_MESSAGES/django.po b/helpdesk/locale/fa_IR/LC_MESSAGES/django.po
index ce15641b..a123fe17 100644
--- a/helpdesk/locale/fa_IR/LC_MESSAGES/django.po
+++ b/helpdesk/locale/fa_IR/LC_MESSAGES/django.po
@@ -4,14 +4,15 @@
 # 
 # Translators:
 # Translators:
+# Morteza Nekoei <cisco.ir@gmail.com>, 2016
 msgid ""
 msgstr ""
 "Project-Id-Version: django-helpdesk\n"
 "Report-Msgid-Bugs-To: http://github.com/RossP/django-helpdesk/issues\n"
 "POT-Creation-Date: 2014-07-26 14:14+0200\n"
-"PO-Revision-Date: 2014-08-01 09:58+0000\n"
-"Last-Translator: Ross Poulton <ross@rossp.org>\n"
-"Language-Team: Persian (Iran) (http://www.transifex.com/projects/p/django-helpdesk/language/fa_IR/)\n"
+"PO-Revision-Date: 2016-10-10 22:42+0000\n"
+"Last-Translator: Morteza Nekoei <cisco.ir@gmail.com>\n"
+"Language-Team: Persian (Iran) (http://www.transifex.com/rossp/django-helpdesk/language/fa_IR/)\n"
 "MIME-Version: 1.0\n"
 "Content-Type: text/plain; charset=UTF-8\n"
 "Content-Transfer-Encoding: 8bit\n"
@@ -27,35 +28,35 @@ msgstr ""
 #: templates/helpdesk/ticket_list.html:225 views/staff.py:1032
 #: views/staff.py:1038 views/staff.py:1044 views/staff.py:1050
 msgid "Queue"
-msgstr ""
+msgstr "صف"
 
 #: forms.py:137
 msgid "Summary of the problem"
-msgstr ""
+msgstr "خلاصه مشکل"
 
 #: forms.py:142
 msgid "Submitter E-Mail Address"
-msgstr ""
+msgstr "آدرس ایمیل ثبت کننده"
 
 #: forms.py:144
 msgid ""
 "This e-mail address will receive copies of all public updates to this "
 "ticket."
-msgstr ""
+msgstr "این آدرس ایمیل یک نسخه کپی از کلیه‌ی به‌روزرسانی‌های عمومی این تیکت را دریافت خواهد کرد."
 
 #: forms.py:150
 msgid "Description of Issue"
-msgstr ""
+msgstr "توضیح این مسئله"
 
 #: forms.py:157
 msgid "Case owner"
-msgstr ""
+msgstr "مالک"
 
 #: forms.py:158
 msgid ""
 "If you select an owner other than yourself, they'll be e-mailed details of "
 "this ticket immediately."
-msgstr ""
+msgstr "اگر یک مالک غیر از خودتان را انتخاب نمایید، جزئیات این تیکت به صورت بلادرنگ برای آن‌ها ارسال خواهد شد"
 
 #: forms.py:166 models.py:327 management/commands/escalate_tickets.py:154
 #: templates/helpdesk/public_view_ticket.html:23
@@ -63,28 +64,28 @@ msgstr ""
 #: templates/helpdesk/ticket_desc_table.html:47
 #: templates/helpdesk/ticket_list.html:94 views/staff.py:429
 msgid "Priority"
-msgstr ""
+msgstr "اولویت"
 
 #: forms.py:167
 msgid "Please select a priority carefully. If unsure, leave it as '3'."
-msgstr ""
+msgstr "لطفا با دقت یک اولویت را انتخاب نمایید. در صورت عدم اطمینان، آن‌ را رها نمایید. (اولویت پیش‌فرض: ۳)"
 
 #: forms.py:174 forms.py:365 models.py:335 templates/helpdesk/ticket.html:186
 #: views/staff.py:439
 msgid "Due on"
-msgstr ""
+msgstr "در مدت زمان"
 
 #: forms.py:186 forms.py:370
 msgid "Attach File"
-msgstr ""
+msgstr "ضمیمه کردن فایل"
 
 #: forms.py:187 forms.py:371
 msgid "You can attach a file such as a document or screenshot to this ticket."
-msgstr ""
+msgstr "شما می‌توانید یک فایل مانند مستند یا عکس به این تیکت ضمیمه نمایید."
 
 #: forms.py:240
 msgid "Ticket Opened"
-msgstr ""
+msgstr "تیکت باز است"
 
 #: forms.py:247
 #, python-format
@@ -93,68 +94,68 @@ msgstr ""
 
 #: forms.py:337
 msgid "Summary of your query"
-msgstr ""
+msgstr "خلاصه پرس و جوی شما"
 
 #: forms.py:342
 msgid "Your E-Mail Address"
-msgstr ""
+msgstr "آدرس ایمیل شما"
 
 #: forms.py:343
 msgid "We will e-mail you when your ticket is updated."
-msgstr ""
+msgstr "زمانی‌ که تیکت به‌روزرسانی شود، برای شما ایمیلی ارسال خواهد شد."
 
 #: forms.py:348
 msgid "Description of your issue"
-msgstr ""
+msgstr "توضیح مشکل شما"
 
 #: forms.py:350
 msgid ""
 "Please be as descriptive as possible, including any details we may need to "
 "address your query."
-msgstr ""
+msgstr "لطفا تا جای امکان توضیحات لازم را وارد نمایید، توضیحاتی شامل هر نوع جزئیاتی که ما برای یافتن پرس و جوی شما لازم داریم."
 
 #: forms.py:358
 msgid "Urgency"
-msgstr ""
+msgstr "اورژانسی"
 
 #: forms.py:359
 msgid "Please select a priority carefully."
-msgstr ""
+msgstr "لطفا با دقت یک اولویت را انتخاب نمایید."
 
 #: forms.py:419
 msgid "Ticket Opened Via Web"
-msgstr ""
+msgstr "تیکت از طریق وب باز شده است."
 
 #: forms.py:486
 msgid "Show Ticket List on Login?"
-msgstr ""
+msgstr "لیست تیکت‌ها در زمان ورود نمایش داده شود؟"
 
 #: forms.py:487
 msgid "Display the ticket list upon login? Otherwise, the dashboard is shown."
-msgstr ""
+msgstr "لیست تیکت‌ها در زمان ورود نمایش داده شود؟ در غیر اینصورت در داشبورد نمایش داده خواهند شد."
 
 #: forms.py:492
 msgid "E-mail me on ticket change?"
-msgstr ""
+msgstr "تغییرات تیکت به من ایمیل شود؟"
 
 #: forms.py:493
 msgid ""
 "If you're the ticket owner and the ticket is changed via the web by somebody"
 " else, do you want to receive an e-mail?"
-msgstr ""
+msgstr "اگر شما مالک تیکت هستید و تیکت از طریق وب توسط افراد دیگر تغییر یافت، آیا مایل هستید یک ایمیل اطلاع‌ رسانی دریافت نمایید؟"
 
 #: forms.py:498
 msgid "E-mail me when assigned a ticket?"
-msgstr ""
+msgstr "زمانی‌که یک تیکت تخصیص یافت به من ایمیل ارسال شود؟"
 
 #: forms.py:499
 msgid ""
 "If you are assigned a ticket via the web, do you want to receive an e-mail?"
-msgstr ""
+msgstr "اگر شما یک تیکت را از طریق وب تخصیص دادید، آیا مایل هستید یک ایمیل اطلاع‌رسانی دریافت نمایید؟"
 
 #: forms.py:504
 msgid "E-mail me when a ticket is changed via the API?"
-msgstr ""
+msgstr "زمانی‌که یک تیکت از طریق API تغییر یافت، برای من ایمیل ارسال شود؟"
 
 #: forms.py:505
 msgid "If a ticket is altered by the API, do you want to receive an e-mail?"
@@ -162,22 +163,22 @@ msgstr ""
 
 #: forms.py:510
 msgid "Number of tickets to show per page"
-msgstr ""
+msgstr "تعداد تیکت‌های قابل نمایش در هر صفحه"
 
 #: forms.py:511
 msgid "How many tickets do you want to see on the Ticket List page?"
-msgstr ""
+msgstr "مایل هستید چه تعداد تیکت در صفحه‌ی لیست تیکت برای شما نمایش داده شود؟"
 
 #: forms.py:518
 msgid "Use my e-mail address when submitting tickets?"
-msgstr ""
+msgstr "ایمیل آدرس من در زمان ثبت تیکت‌ها استفاده شود."
 
 #: forms.py:519
 msgid ""
 "When you submit a ticket, do you want to automatically use your e-mail "
 "address as the submitter address? You can type a different e-mail address "
 "when entering the ticket if needed, this option only changes the default."
-msgstr ""
+msgstr "زمانی که یک تیکت ثبت نمودید، آیا مایل هستید به صورت خودکار آدرس ایمیل خود را به عنوان آدرس ایمیل ثبت کننده استفاده نمایید؟ شما میتوانید در صورت تمایل یک آدرس ایمیل دیگر زمان ثبت تیکت استفاده نمایید."
 
 #: models.py:35 models.py:261 models.py:503 models.py:817 models.py:853
 #: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
@@ -185,7 +186,7 @@ msgstr ""
 #: templates/helpdesk/ticket.html:178 templates/helpdesk/ticket_list.html:85
 #: templates/helpdesk/ticket_list.html:225 views/staff.py:419
 msgid "Title"
-msgstr ""
+msgstr "عنوان"
 
 #: models.py:40 models.py:822 models.py:1206
 msgid "Slug"
@@ -201,39 +202,39 @@ msgstr ""
 #: templates/helpdesk/email_ignore_list.html:13
 #: templates/helpdesk/ticket_cc_list.html:15
 msgid "E-Mail Address"
-msgstr ""
+msgstr "آدرس ایمیل"
 
 #: models.py:49
 msgid ""
 "All outgoing e-mails for this queue will use this e-mail address. If you use"
 " IMAP or POP3, this should be the e-mail address for that mailbox."
-msgstr ""
+msgstr "کلیه‌ی ایمیل‌های ارسالی برای این صف، از این ایمیل استفاده خواهند کرد. اگر می‌خواهید از IMAP یا POP3 استفاده کنید، آدرس ایمیل شما باید مرتبط با آن ایمیل سرور باشد."
 
 #: models.py:55 models.py:794
 msgid "Locale"
-msgstr ""
+msgstr "موقعیت/محل"
 
 #: models.py:59
 msgid ""
 "Locale of this queue. All correspondence in this queue will be in this "
 "language."
-msgstr ""
+msgstr "موقعیت این صف. کلیه‌ی پاسخ‌ها و تعاملات در این صف، با این زبان استفاده خواهد شد."
 
 #: models.py:63
 msgid "Allow Public Submission?"
-msgstr ""
+msgstr "اجازه دادن ثبت‌های عمومی؟"
 
 #: models.py:66
 msgid "Should this queue be listed on the public submission form?"
-msgstr ""
+msgstr "آیا این صف در فرم ثبت‌های عمومی لیست شود؟"
 
 #: models.py:71
 msgid "Allow E-Mail Submission?"
-msgstr ""
+msgstr "اجازه‌ دادن ثبت ایمیل‌؟"
 
 #: models.py:74
 msgid "Do you want to poll the e-mail box below for new tickets?"
-msgstr ""
+msgstr "آیا می‌خواهید ایمیل زیر را برای تیکت‌های جدید انتخاب نمایید؟"
 
 #: models.py:79
 msgid "Escalation Days"
@@ -243,22 +244,22 @@ msgstr ""
 msgid ""
 "For tickets which are not held, how often do you wish to increase their "
 "priority? Set to 0 for no escalation."
-msgstr ""
+msgstr "برای تیکت‌هایی که نگهداری نشده‌اند، آیا می‌خواهید اولویتی برای آن‌ها در نظر بگیرید؟ عدد ۰ را برای عدم استفاده از اولویت بکار برید."
 
 #: models.py:87
 msgid "New Ticket CC Address"
-msgstr ""
+msgstr "یک آدرس کپی (CC) برای تیکت جدید"
 
 #: models.py:91
 msgid ""
 "If an e-mail address is entered here, then it will receive notification of "
 "all new tickets created for this queue. Enter a comma between multiple "
 "e-mail addresses."
-msgstr ""
+msgstr "اگر یک آدرس ایمیل در این قسمت وارد شود، این آدرس کلیه‌ی تیکت‌های ایجاد شده برای این صف را دریافت خواهد نمود. جهت استفاده از بیش از یک آدرس ایمیل از کاما استفاده نمایید."
 
 #: models.py:97
 msgid "Updated Ticket CC Address"
-msgstr ""
+msgstr "آدرس تیکت (CC) به‌روزرسانی شده"
 
 #: models.py:101
 msgid ""
diff --git a/helpdesk/locale/fr/LC_MESSAGES/django.mo b/helpdesk/locale/fr/LC_MESSAGES/django.mo
index f2b70a2f61af1676b1239c9ac81f0108099b62d0..d950d467e5158e3938526756147c52d72c3dbdf9 100644
GIT binary patch
delta 19136
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diff --git a/helpdesk/locale/fr/LC_MESSAGES/django.po b/helpdesk/locale/fr/LC_MESSAGES/django.po
index 8b4ef8bd..a28511da 100644
--- a/helpdesk/locale/fr/LC_MESSAGES/django.po
+++ b/helpdesk/locale/fr/LC_MESSAGES/django.po
@@ -6,18 +6,20 @@
 # Translators:
 # Alexandre Papin <papin.alexandre@me.com>, 2013
 # Alex Garel <alex.garel@gmail.com>, 2012
-# Antoine Nguyen <tonio@ngyn.org>, 2014
+# Antoine Nguyen <tonio@ngyn.org>, 2014,2016
+# Etienne Desgagné <etienne.desgagne@evimbec.ca>, 2015
 # yaap <gracieux.guillaume@gmail.com>, 2012
-# kolin22 <kolin22@gmail.com>, 2011
-# Ross Poulton <ross@rossp.org>, 2011
+# kolin22 <inactive+kolin22@transifex.com>, 2011
+# Paul Guichon <fsx999@gmail.com>, 2015
+# Ross Poulton <ross@rossp.org>, 2011,2015
 msgid ""
 msgstr ""
 "Project-Id-Version: django-helpdesk\n"
 "Report-Msgid-Bugs-To: http://github.com/RossP/django-helpdesk/issues\n"
 "POT-Creation-Date: 2014-07-26 14:14+0200\n"
-"PO-Revision-Date: 2014-09-17 07:12+0000\n"
+"PO-Revision-Date: 2016-06-07 12:22+0000\n"
 "Last-Translator: Antoine Nguyen <tonio@ngyn.org>\n"
-"Language-Team: French (http://www.transifex.com/projects/p/django-helpdesk/language/fr/)\n"
+"Language-Team: French (http://www.transifex.com/rossp/django-helpdesk/language/fr/)\n"
 "MIME-Version: 1.0\n"
 "Content-Type: text/plain; charset=UTF-8\n"
 "Content-Transfer-Encoding: 8bit\n"
@@ -497,7 +499,7 @@ msgstr " - En attente"
 
 #: models.py:394
 msgid " - Open dependencies"
-msgstr ""
+msgstr "Dépendance ouverte"
 
 #: models.py:448 models.py:494 models.py:1117 models.py:1280 models.py:1309
 #: templates/helpdesk/public_homepage.html:78
@@ -548,7 +550,7 @@ msgstr "Suivi"
 
 #: models.py:543
 msgid "Follow-ups"
-msgstr ""
+msgstr "Suivis"
 
 #: models.py:570 models.py:1285
 msgid "Field"
@@ -578,11 +580,11 @@ msgstr "changé de \"%(old_value)s\" à \"%(new_value)s\""
 
 #: models.py:600
 msgid "Ticket change"
-msgstr ""
+msgstr "Changement de ticket"
 
 #: models.py:601
 msgid "Ticket changes"
-msgstr ""
+msgstr "Changements de ticket"
 
 #: models.py:632
 msgid "File"
@@ -640,11 +642,11 @@ msgstr "Context disponible: {{ ticket }} - objet du ticket (eg {{ ticket.title }
 
 #: models.py:705
 msgid "Pre-set reply"
-msgstr ""
+msgstr "Réponse préétablie"
 
 #: models.py:706
 msgid "Pre-set replies"
-msgstr ""
+msgstr "Réponse préétablie"
 
 #: models.py:727
 msgid ""
@@ -658,11 +660,11 @@ msgstr "Jours exclus du processus d'augmentation des priorités"
 
 #: models.py:746
 msgid "Escalation exclusion"
-msgstr ""
+msgstr "Exclusion priorités"
 
 #: models.py:747
 msgid "Escalation exclusions"
-msgstr ""
+msgstr "Exclusion priorités"
 
 #: models.py:760
 msgid "Template Name"
@@ -713,19 +715,19 @@ msgstr "Langue de ce modèle."
 
 #: models.py:806
 msgid "e-mail template"
-msgstr ""
+msgstr "Modèle d'e-mail"
 
 #: models.py:807
 msgid "e-mail templates"
-msgstr ""
+msgstr "Modèles d'e-mail"
 
 #: models.py:834
 msgid "Knowledge base category"
-msgstr ""
+msgstr "Catégorie de la base de connaissance"
 
 #: models.py:835
 msgid "Knowledge base categories"
-msgstr ""
+msgstr "Catégories de la base de connaissance"
 
 #: models.py:849 templates/helpdesk/kb_index.html:11
 #: templates/helpdesk/public_homepage.html:11
@@ -770,11 +772,11 @@ msgstr "Non évalué"
 
 #: models.py:901
 msgid "Knowledge base item"
-msgstr ""
+msgstr "Élément de la base de connaissance"
 
 #: models.py:902
 msgid "Knowledge base items"
-msgstr ""
+msgstr "Éléments de la base de connaissance"
 
 #: models.py:926 templates/helpdesk/ticket_list.html:170
 msgid "Query Name"
@@ -855,11 +857,11 @@ msgstr "Voulez-vous enregistrer les courriels provenant de cette adresse dans la
 
 #: models.py:1101
 msgid "Ignored e-mail address"
-msgstr ""
+msgstr "Adresse e-mail ignorée"
 
 #: models.py:1102
 msgid "Ignored e-mail addresses"
-msgstr ""
+msgstr "Adresses e-mail ignorées"
 
 #: models.py:1124
 msgid "User who wishes to receive updates for this ticket."
@@ -1024,11 +1026,11 @@ msgstr "Champs personnalisés"
 
 #: models.py:1297
 msgid "Ticket custom field value"
-msgstr ""
+msgstr "Valeur champs personnalisé billet"
 
 #: models.py:1298
 msgid "Ticket custom field values"
-msgstr ""
+msgstr "Valeur champs personnalisé billet"
 
 #: models.py:1315
 msgid "Depends On Ticket"
@@ -1036,11 +1038,11 @@ msgstr "Dépend du ticket"
 
 #: models.py:1324
 msgid "Ticket dependency"
-msgstr ""
+msgstr "Dépendance du ticket"
 
 #: models.py:1325
 msgid "Ticket dependencies"
-msgstr ""
+msgstr "Dépendances du ticket"
 
 #: management/commands/create_usersettings.py:25
 msgid ""
@@ -1093,7 +1095,7 @@ msgstr "(Mis à jour)"
 #: templates/helpdesk/attribution.html:2
 msgid ""
 "<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
-msgstr ""
+msgstr "<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
 
 #: templates/helpdesk/base.html:10
 msgid "Powered by django-helpdesk"
@@ -1144,7 +1146,7 @@ msgstr "Supprimer la requête enregistrée"
 
 #: templates/helpdesk/confirm_delete_saved_query.html:6
 msgid "Delete Query"
-msgstr ""
+msgstr "Supprimer la requête"
 
 #: templates/helpdesk/confirm_delete_saved_query.html:8
 #, python-format
@@ -1152,13 +1154,13 @@ msgid ""
 "Are you sure you want to delete this saved filter "
 "(<em>%(query_title)s</em>)? To re-create it, you will need to manually re-"
 "filter your ticket listing."
-msgstr ""
+msgstr "Êtes vous certain de vouloir supprimer ce filtre enregistré (<em>%(query_title)s</em>)? Pour le recréer, vous devrez refiltrer la liste de ticket manuellement."
 
 #: templates/helpdesk/confirm_delete_saved_query.html:11
 msgid ""
 "You have shared this query, so other users may be using it. If you delete "
 "it, they will have to manually create their own query."
-msgstr ""
+msgstr "Vous avez partagé cette requête, il est donc possible que d'autres l'utilisent. Si vous la supprimez, il devront créer la leur manuellement."
 
 #: templates/helpdesk/confirm_delete_saved_query.html:14
 #: templates/helpdesk/delete_ticket.html:10
@@ -1183,13 +1185,13 @@ msgstr "Soumettre un Ticket"
 #: templates/helpdesk/create_ticket.html:11
 #: templates/helpdesk/edit_ticket.html:11
 msgid "Unless otherwise stated, all fields are required."
-msgstr ""
+msgstr "Sauf mention contraire, tous les champs sont requis."
 
 #: templates/helpdesk/create_ticket.html:11
 #: templates/helpdesk/edit_ticket.html:11
 #: templates/helpdesk/public_homepage.html:28
 msgid "Please provide as descriptive a title and description as possible."
-msgstr ""
+msgstr "Veuillez fournir un titre et une description aussi détaillés que possible."
 
 #: templates/helpdesk/create_ticket.html:30
 #: templates/helpdesk/public_homepage.html:55
@@ -1205,7 +1207,7 @@ msgid ""
 "Welcome to your Helpdesk Dashboard! From here you can quickly see tickets "
 "submitted by you, tickets you are working on, and those tickets that have no"
 " owner."
-msgstr "Bienvenue dans votre tableau de bord! D'ici vous pouvez rapidement voir les tickets que vous avez soumis, ceux sur lesquels vous travaillez et ceux sur qui n'ont pas de propriétaire."
+msgstr "Bienvenue dans votre tableau de bord! D'ici vous pouvez rapidement voir les tickets que vous avez soumis, ceux sur lesquels vous travaillez et ceux qui n'ont pas de propriétaire."
 
 #: templates/helpdesk/dashboard.html:14
 msgid "Helpdesk Summary"
@@ -1213,37 +1215,37 @@ msgstr "Résumé Helpdesk"
 
 #: templates/helpdesk/dashboard.html:36
 msgid "Current Ticket Stats"
-msgstr ""
+msgstr "Statistiques actuelles des tickets"
 
 #: templates/helpdesk/dashboard.html:37
 msgid "Average number of days until ticket is closed (all tickets): "
-msgstr ""
+msgstr "Délai moyen de fermeture d'un ticket (tous tickets) :"
 
 #: templates/helpdesk/dashboard.html:38
 msgid ""
 "Average number of days until ticket is closed (tickets opened in last 60 "
 "days): "
-msgstr ""
+msgstr "Délai moyen de fermeture d'un ticket (tickets ouverts dans les 60 derniers jours) :"
 
 #: templates/helpdesk/dashboard.html:39
 msgid "Click"
-msgstr ""
+msgstr "Cliquer"
 
 #: templates/helpdesk/dashboard.html:39
 msgid "for detailed average by month."
-msgstr ""
+msgstr "Pour la moyenne par mois détaillé"
 
 #: templates/helpdesk/dashboard.html:40
 msgid "Distribution of open tickets, grouped by time period:"
-msgstr ""
+msgstr "Distribution des tickets ouverts, groupés par période temporelle :"
 
 #: templates/helpdesk/dashboard.html:41
 msgid "Days since opened"
-msgstr ""
+msgstr "Jours passés depuis l'ouverture"
 
 #: templates/helpdesk/dashboard.html:41
 msgid "Number of open tickets"
-msgstr ""
+msgstr "Nombre de tickets ouverts"
 
 #: templates/helpdesk/dashboard.html:57
 msgid "All Tickets submitted by you"
@@ -1262,7 +1264,7 @@ msgstr "Dernière mise à jour"
 
 #: templates/helpdesk/dashboard.html:77
 msgid "Open Tickets assigned to you (you are working on this ticket)"
-msgstr "Ouvrir les tickets qui vous sont assignés (vous travaillez sur ce ticket)"
+msgstr "Tickets ouverts qui vous sont assignés (vous travaillez sur ce ticket)"
 
 #: templates/helpdesk/dashboard.html:92
 msgid "You have no tickets assigned to you."
@@ -1270,7 +1272,7 @@ msgstr "Vous n'avez aucun ticket qui vous est assigné."
 
 #: templates/helpdesk/dashboard.html:99
 msgid "(pick up a ticket if you start to work on it)"
-msgstr ""
+msgstr "(assignez vous un ticket si vous commencez à travailler dessus)"
 
 #: templates/helpdesk/dashboard.html:110
 #: templates/helpdesk/ticket_desc_table.html:38
@@ -1305,7 +1307,7 @@ msgid ""
 "Are you sure you want to delete this ticket (<em>%(ticket_title)s</em>)? All"
 " traces of the ticket, including followups, attachments, and updates will be"
 " irreversibly removed."
-msgstr ""
+msgstr "Êtes vous certain de vouloir supprimer ce ticket (<em>%(ticket_title)s</em>) ? Toutes les traces associées, à savoir les relances, les pièces jointes et les mises à jour seront irrémédiablement supprimés."
 
 #: templates/helpdesk/edit_ticket.html:3
 msgid "Edit Ticket"
@@ -1313,18 +1315,18 @@ msgstr "Editer le ticket"
 
 #: templates/helpdesk/edit_ticket.html:9
 msgid "Edit a Ticket"
-msgstr ""
+msgstr "Modification du ticket"
 
 #: templates/helpdesk/edit_ticket.html:13
 msgid "Note"
-msgstr ""
+msgstr "Note"
 
 #: templates/helpdesk/edit_ticket.html:13
 msgid ""
 "Editing a ticket does <em>not</em> send an e-mail to the ticket owner or "
 "submitter. No new details should be entered, this form should only be used "
 "to fix incorrect details or clean up the submission."
-msgstr ""
+msgstr "Modifier un ticket <em>n'envoie pas</em> d'e-mail au propriétaire ou au rapporteur du ticket. Aucun détail ne doit être ajouté, ce formulaire doit juste être utilisé pour corriger des informations incorrectes ou nettoyer la soumission."
 
 #: templates/helpdesk/edit_ticket.html:33
 msgid "Save Changes"
@@ -1340,14 +1342,14 @@ msgstr "Ignorer l'adresse e-mail"
 msgid ""
 "To ignore an e-mail address and prevent any emails from that address "
 "creating tickets automatically, enter the e-mail address below."
-msgstr ""
+msgstr "Pour prévenir la réception et ignoré les courriels envoyé de cette adresse. entrez le courriel de l’adresse ci-dessous pour la création automatique de billet"
 
 #: templates/helpdesk/email_ignore_add.html:10
 msgid ""
 "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>."
-msgstr ""
+msgstr "Vous pouvez inscrire une adresse de courriel complet tel que <em>email@domain.com</em> ou en partie avec « wildcard » Tel que <em>*@domain.com</em> or <em>user@*</em>"
 
 #: templates/helpdesk/email_ignore_del.html:3
 msgid "Delete Ignored E-Mail Address"
@@ -1355,7 +1357,7 @@ msgstr "Supprimer l'adresse e-mail ignorée"
 
 #: templates/helpdesk/email_ignore_del.html:6
 msgid "Un-Ignore E-Mail Address"
-msgstr ""
+msgstr "Ne plus ignorer l'adresse e-mail"
 
 #: templates/helpdesk/email_ignore_del.html:8
 #, python-format
@@ -1363,7 +1365,7 @@ msgid ""
 "Are you sure you wish to stop removing this email address "
 "(<em>%(email_address)s</em>) and allow their e-mails to automatically create"
 " tickets in your system? You can re-add this e-mail address at any time."
-msgstr ""
+msgstr "Êtes-vous certain de vouloir retirer le courriel (<em>%(email_address)s</em>) et de permettre la création automatique des billets dans votre system?  Vous pouvez remettre le courriel en tout temps"
 
 #: templates/helpdesk/email_ignore_del.html:10
 msgid "Keep Ignoring It"
@@ -1526,11 +1528,11 @@ msgstr "Statistiques"
 
 #: templates/helpdesk/navigation.html:24
 msgid "Saved Query"
-msgstr ""
+msgstr "Requête sauvegardée"
 
 #: templates/helpdesk/navigation.html:39
 msgid "Change password"
-msgstr ""
+msgstr "Changer le mot de passe"
 
 #: templates/helpdesk/navigation.html:50
 msgid "Search..."
@@ -1587,7 +1589,7 @@ msgstr "Impossible d'ouvrir le ticket"
 
 #: templates/helpdesk/public_spam.html:5
 msgid "Sorry, but there has been an error trying to submit your ticket."
-msgstr ""
+msgstr "Désolé, une erreur est survenue en essayant de soumettre votre ticket."
 
 #: templates/helpdesk/public_spam.html:6
 msgid ""
@@ -1595,13 +1597,13 @@ msgid ""
 "unable to save it. If this is not spam, please press back and re-type your "
 "message. Be careful to avoid sounding 'spammy', and if you have heaps of "
 "links please try removing them if possible."
-msgstr ""
+msgstr "Notre système a classé votre soumission comme <strong>spam</strong>, alors nous dans l’impossibilité de le sauvegarder.  Si ceci n’est pas du spam, svp appuyer recul et retaper votre message en s’assurant de ne pas être « Spammy », si vous avez beaucoup de Liens, svp les retirés."
 
 #: templates/helpdesk/public_spam.html:7
 msgid ""
 "We are sorry for any inconvenience, however this check is required to avoid "
 "our helpdesk resources being overloaded by spammers."
-msgstr ""
+msgstr "Nous somme désolé pour cette inconvénients, mais cette vérification est nécessaire pour évité que notre ressource Helpdesk soit inondée par les spammeur"
 
 #: templates/helpdesk/public_view_form.html:8
 msgid "Error:"
@@ -1682,7 +1684,7 @@ msgstr "Rapports par File"
 
 #: templates/helpdesk/report_index.html:27 views/staff.py:1049
 msgid "Days until ticket closed by Month"
-msgstr ""
+msgstr "Jours avant fermeture d'un ticket par mois"
 
 #: templates/helpdesk/report_output.html:19
 msgid ""
@@ -1695,7 +1697,7 @@ msgstr "Selectionnez une requête :"
 
 #: templates/helpdesk/report_output.html:26
 msgid "Filter Report"
-msgstr ""
+msgstr "Filtrer le rapport"
 
 #: templates/helpdesk/report_output.html:29
 msgid ""
@@ -1739,7 +1741,7 @@ msgid ""
 "all tickets, for each of the queues in your helpdesk. For example, if you "
 "manage the staff who utilise a particular queue, this may be used to view "
 "new tickets coming into that queue."
-msgstr ""
+msgstr "Ces flux RSS vous permettent d’avoir un sommaire de vos billets ou tous les billets, pour chacune des files dans votre helpdesk.  Par exemple si vous êtes responsable d’une file particulière, ceci vous permet de visionner tous les nouveaux billet entrant."
 
 #: templates/helpdesk/rss_list.html:23
 msgid "Per-Queue Feeds"
@@ -1759,7 +1761,7 @@ msgstr "Modifier les paramètres systèmes"
 
 #: templates/helpdesk/system_settings.html:8
 msgid "The following items can be maintained by you or other superusers:"
-msgstr ""
+msgstr "Les items suivant peuvent être maintenus par vous ou par des super usagers :"
 
 #: templates/helpdesk/system_settings.html:11
 msgid "E-Mail Ignore list"
@@ -1889,7 +1891,7 @@ msgstr "\n<h2>Ajouter Ticket CC</h2>\n\n<p>To automatically send an email to a u
 
 #: templates/helpdesk/ticket_cc_add.html:21
 msgid "Save Ticket CC"
-msgstr ""
+msgstr "CC sauvegarder billet"
 
 #: templates/helpdesk/ticket_cc_del.html:3
 msgid "Delete Ticket CC"
@@ -2011,13 +2013,13 @@ msgstr "Cliquez ici pour ajouter / supprimer des personnes qui pourrait recevoir
 
 #: templates/helpdesk/ticket_desc_table.html:53
 msgid "Subscribe"
-msgstr ""
+msgstr "Souscrire"
 
 #: templates/helpdesk/ticket_desc_table.html:53
 msgid ""
 "Click here to subscribe yourself to this ticket, if you want to receive an "
 "e-mail whenever this ticket is updated."
-msgstr ""
+msgstr "Cliquez ici pour souscrire à ce ticket si vous souhaitez recevoir un e-mail dès que ce dernier est mis à jour."
 
 #: templates/helpdesk/ticket_desc_table.html:57
 msgid "Dependencies"
@@ -2063,15 +2065,15 @@ msgstr "Mots-clés"
 
 #: templates/helpdesk/ticket_list.html:72
 msgid "Date Range"
-msgstr ""
+msgstr "Période temporelle"
 
 #: templates/helpdesk/ticket_list.html:100
 msgid "Reverse"
-msgstr ""
+msgstr "Renverser"
 
 #: templates/helpdesk/ticket_list.html:102
 msgid "Ordering applied to tickets"
-msgstr ""
+msgstr "Tri appliqué aux tickets"
 
 #: templates/helpdesk/ticket_list.html:107
 msgid "Owner(s)"
@@ -2079,11 +2081,11 @@ msgstr "Propriétaire(s)"
 
 #: templates/helpdesk/ticket_list.html:111
 msgid "(ME)"
-msgstr ""
+msgstr "(MOI)"
 
 #: templates/helpdesk/ticket_list.html:115
 msgid "Ctrl-Click to select multiple options"
-msgstr ""
+msgstr "Ctrl-Click pour sélectionner plusieurs options"
 
 #: templates/helpdesk/ticket_list.html:120
 msgid "Queue(s)"
@@ -2092,7 +2094,7 @@ msgstr "File(s) d'attente"
 #: templates/helpdesk/ticket_list.html:121
 #: templates/helpdesk/ticket_list.html:127
 msgid "Ctrl-click to select multiple options"
-msgstr ""
+msgstr "Ctrl-click pour sélectionner plusieurs options"
 
 #: templates/helpdesk/ticket_list.html:126
 msgid "Status(es)"
@@ -2100,21 +2102,21 @@ msgstr "État(s)"
 
 #: templates/helpdesk/ticket_list.html:132
 msgid "Date (From)"
-msgstr ""
+msgstr "Date (du)"
 
 #: templates/helpdesk/ticket_list.html:133
 msgid "Date (To)"
-msgstr ""
+msgstr "Date (au)"
 
 #: templates/helpdesk/ticket_list.html:134
 msgid "Use YYYY-MM-DD date format, eg 2011-05-29"
-msgstr ""
+msgstr "Utilisez le format de date AAAA-MM-JJ, ex 2011-05-29"
 
 #: templates/helpdesk/ticket_list.html:140
 msgid ""
 "Keywords are case-insensitive, and will be looked for in the title, body and"
 " submitter fields."
-msgstr ""
+msgstr "Les mots clés sont insensibles à la case et seront appliqués aux champs titre, corps de texte et rapporteur."
 
 #: templates/helpdesk/ticket_list.html:144
 msgid "Apply Filter"
@@ -2123,14 +2125,14 @@ msgstr "Appliquer le filtre"
 #: templates/helpdesk/ticket_list.html:146
 #, python-format
 msgid "You are currently viewing saved query <strong>\"%(query_name)s\"</strong>."
-msgstr ""
+msgstr "Vous visionnez la requête <strong>\\\"%(query_name)s\\\"</strong>."
 
 #: templates/helpdesk/ticket_list.html:149
 #, python-format
 msgid ""
 "<a href='../reports/?saved_query=%(query_id)s'>Run a report</a> on this "
 "query to see stats and charts for the data listed below."
-msgstr ""
+msgstr "<a href='../reports/?saved_query=%(query_id)s'>Exécuté un rapport surcette requête pour voir les statistique et graphique pour les data ci-dessous."
 
 #: templates/helpdesk/ticket_list.html:162
 #: templates/helpdesk/ticket_list.html:181
@@ -2197,7 +2199,7 @@ msgstr "Aucune"
 
 #: templates/helpdesk/ticket_list.html:260
 msgid "Inverse"
-msgstr ""
+msgstr "Inverser"
 
 #: templates/helpdesk/ticket_list.html:262
 msgid "With Selected Tickets:"
@@ -2235,7 +2237,7 @@ msgstr "Modifier les paramètres de l'utilisateur"
 msgid ""
 "Use the following options to change the way your helpdesk system works for "
 "you. These settings do not impact any other user."
-msgstr ""
+msgstr "Utilisez les options ci-dessous pour changer personnaliser le fonctionnement du centre d'assistance. Ces paramètres n'impactent pas les autres utilisateurs."
 
 #: templates/helpdesk/user_settings.html:14
 msgid "Save Options"
@@ -2260,7 +2262,7 @@ msgstr "Identifiant Helpdesk"
 
 #: templates/helpdesk/registration/login.html:14
 msgid "To log in simply enter your username and password below."
-msgstr ""
+msgstr "Renseignez votre nom d'utilisateur et votre mot de passe ci-dessous pour vous connecter."
 
 #: templates/helpdesk/registration/login.html:17
 msgid "Your username and password didn't match. Please try again."
diff --git a/helpdesk/locale/hr/LC_MESSAGES/django.mo b/helpdesk/locale/hr/LC_MESSAGES/django.mo
index 7b412fd7ce0ddc8f88355880e72124529629dee1..f23d6077a28bc8c269472255bcf5852c25748aed 100644
GIT binary patch
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delta 130
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diff --git a/helpdesk/locale/hr/LC_MESSAGES/django.po b/helpdesk/locale/hr/LC_MESSAGES/django.po
index a45c4ddb..0abc0bb1 100644
--- a/helpdesk/locale/hr/LC_MESSAGES/django.po
+++ b/helpdesk/locale/hr/LC_MESSAGES/django.po
@@ -4,14 +4,15 @@
 # 
 # Translators:
 # Translators:
+# Alan Pevec <apevec@gmail.com>, 2016
 msgid ""
 msgstr ""
 "Project-Id-Version: django-helpdesk\n"
 "Report-Msgid-Bugs-To: http://github.com/RossP/django-helpdesk/issues\n"
 "POT-Creation-Date: 2014-07-26 14:14+0200\n"
-"PO-Revision-Date: 2014-08-01 09:58+0000\n"
-"Last-Translator: Ross Poulton <ross@rossp.org>\n"
-"Language-Team: Croatian (http://www.transifex.com/projects/p/django-helpdesk/language/hr/)\n"
+"PO-Revision-Date: 2016-10-09 16:56+0000\n"
+"Last-Translator: Alan Pevec <apevec@gmail.com>\n"
+"Language-Team: Croatian (http://www.transifex.com/rossp/django-helpdesk/language/hr/)\n"
 "MIME-Version: 1.0\n"
 "Content-Type: text/plain; charset=UTF-8\n"
 "Content-Transfer-Encoding: 8bit\n"
@@ -27,29 +28,29 @@ msgstr ""
 #: templates/helpdesk/ticket_list.html:225 views/staff.py:1032
 #: views/staff.py:1038 views/staff.py:1044 views/staff.py:1050
 msgid "Queue"
-msgstr ""
+msgstr "red"
 
 #: forms.py:137
 msgid "Summary of the problem"
-msgstr ""
+msgstr "sažetak problema"
 
 #: forms.py:142
 msgid "Submitter E-Mail Address"
-msgstr ""
+msgstr "adresa podnositelja"
 
 #: forms.py:144
 msgid ""
 "This e-mail address will receive copies of all public updates to this "
 "ticket."
-msgstr ""
+msgstr "Ova adresa će primiti kopije svih javnih ažuriranja ovog problema."
 
 #: forms.py:150
 msgid "Description of Issue"
-msgstr ""
+msgstr "opis problema"
 
 #: forms.py:157
 msgid "Case owner"
-msgstr ""
+msgstr "vlasnik slučaja"
 
 #: forms.py:158
 msgid ""
@@ -63,59 +64,59 @@ msgstr ""
 #: templates/helpdesk/ticket_desc_table.html:47
 #: templates/helpdesk/ticket_list.html:94 views/staff.py:429
 msgid "Priority"
-msgstr ""
+msgstr "prioritet"
 
 #: forms.py:167
 msgid "Please select a priority carefully. If unsure, leave it as '3'."
-msgstr ""
+msgstr "Pažljivo odredite prioritet. Ako niste sigurni, ostavite '3'."
 
 #: forms.py:174 forms.py:365 models.py:335 templates/helpdesk/ticket.html:186
 #: views/staff.py:439
 msgid "Due on"
-msgstr ""
+msgstr "Rok izvršenja"
 
 #: forms.py:186 forms.py:370
 msgid "Attach File"
-msgstr ""
+msgstr "priloži datoteku"
 
 #: forms.py:187 forms.py:371
 msgid "You can attach a file such as a document or screenshot to this ticket."
-msgstr ""
+msgstr "Možete priložiti datoteku npr. dokument ili sliku ekrana."
 
 #: forms.py:240
 msgid "Ticket Opened"
-msgstr ""
+msgstr "otvoreni slučaj"
 
 #: forms.py:247
 #, python-format
 msgid "Ticket Opened & Assigned to %(name)s"
-msgstr ""
+msgstr "Slučaj otvoren i dodijeljen %(name)s"
 
 #: forms.py:337
 msgid "Summary of your query"
-msgstr ""
+msgstr "Sažetak Vašeg upita"
 
 #: forms.py:342
 msgid "Your E-Mail Address"
-msgstr ""
+msgstr "adresa Vaše elektroničke pošte"
 
 #: forms.py:343
 msgid "We will e-mail you when your ticket is updated."
-msgstr ""
+msgstr "Poslat ćemo Vam poruku kad Vaš slučaj bude ažuriran."
 
 #: forms.py:348
 msgid "Description of your issue"
-msgstr ""
+msgstr "opis Vašeg prolema"
 
 #: forms.py:350
 msgid ""
 "Please be as descriptive as possible, including any details we may need to "
 "address your query."
-msgstr ""
+msgstr "Budite što je moguće jasniji i uključite sve detalje koji nam trebaju za rješavanje Vašeg upita."
 
 #: forms.py:358
 msgid "Urgency"
-msgstr ""
+msgstr "hitnost"
 
 #: forms.py:359
 msgid "Please select a priority carefully."
@@ -123,11 +124,11 @@ msgstr ""
 
 #: forms.py:419
 msgid "Ticket Opened Via Web"
-msgstr ""
+msgstr "Slučaj otvoren na webu"
 
 #: forms.py:486
 msgid "Show Ticket List on Login?"
-msgstr ""
+msgstr "Prikaži listu slučajeva prilikom prijave?"
 
 #: forms.py:487
 msgid "Display the ticket list upon login? Otherwise, the dashboard is shown."
@@ -185,7 +186,7 @@ msgstr ""
 #: templates/helpdesk/ticket.html:178 templates/helpdesk/ticket_list.html:85
 #: templates/helpdesk/ticket_list.html:225 views/staff.py:419
 msgid "Title"
-msgstr ""
+msgstr "naslov"
 
 #: models.py:40 models.py:822 models.py:1206
 msgid "Slug"
@@ -201,7 +202,7 @@ msgstr ""
 #: templates/helpdesk/email_ignore_list.html:13
 #: templates/helpdesk/ticket_cc_list.html:15
 msgid "E-Mail Address"
-msgstr ""
+msgstr "adresa elektroničke pošte"
 
 #: models.py:49
 msgid ""
@@ -229,7 +230,7 @@ msgstr ""
 
 #: models.py:71
 msgid "Allow E-Mail Submission?"
-msgstr ""
+msgstr "Dozvoli prijave elektroničkom poštom?"
 
 #: models.py:74
 msgid "Do you want to poll the e-mail box below for new tickets?"
@@ -273,11 +274,11 @@ msgstr ""
 
 #: models.py:110
 msgid "POP 3"
-msgstr ""
+msgstr "POP 3"
 
 #: models.py:110
 msgid "IMAP"
-msgstr ""
+msgstr "IMAP"
 
 #: models.py:113
 msgid ""
@@ -353,30 +354,30 @@ msgstr ""
 
 #: models.py:191 templates/helpdesk/email_ignore_list.html:13
 msgid "Queues"
-msgstr ""
+msgstr "redovi"
 
 #: models.py:245 templates/helpdesk/dashboard.html:15
 #: templates/helpdesk/ticket.html:138
 msgid "Open"
-msgstr ""
+msgstr "otvoreno"
 
 #: models.py:246 templates/helpdesk/ticket.html:144
 #: templates/helpdesk/ticket.html.py:150 templates/helpdesk/ticket.html:155
 #: templates/helpdesk/ticket.html.py:159
 msgid "Reopened"
-msgstr ""
+msgstr "ponovno otvoreno"
 
 #: models.py:247 templates/helpdesk/dashboard.html:15
 #: templates/helpdesk/ticket.html:139 templates/helpdesk/ticket.html.py:145
 #: templates/helpdesk/ticket.html:151
 msgid "Resolved"
-msgstr ""
+msgstr "riješeno"
 
 #: models.py:248 templates/helpdesk/dashboard.html:15
 #: templates/helpdesk/ticket.html:140 templates/helpdesk/ticket.html.py:146
 #: templates/helpdesk/ticket.html:152 templates/helpdesk/ticket.html.py:156
 msgid "Closed"
-msgstr ""
+msgstr "zatvoreno"
 
 #: models.py:249 templates/helpdesk/ticket.html:141
 #: templates/helpdesk/ticket.html.py:147 templates/helpdesk/ticket.html:160
@@ -695,7 +696,7 @@ msgstr ""
 
 #: models.py:788
 msgid "HTML"
-msgstr ""
+msgstr "HTML"
 
 #: models.py:789
 msgid "The same context is available here as in plain_text, above."
@@ -724,15 +725,15 @@ msgstr ""
 #: models.py:849 templates/helpdesk/kb_index.html:11
 #: templates/helpdesk/public_homepage.html:11
 msgid "Category"
-msgstr ""
+msgstr "kategorija"
 
 #: models.py:858
 msgid "Question"
-msgstr ""
+msgstr "pitanje"
 
 #: models.py:862
 msgid "Answer"
-msgstr ""
+msgstr "odgovor"
 
 #: models.py:866
 msgid "Votes"
@@ -752,7 +753,7 @@ msgstr ""
 
 #: models.py:878
 msgid "Last Updated"
-msgstr ""
+msgstr "zadnje ažuriranje"
 
 #: models.py:879
 msgid "The date on which this question was most recently changed."
@@ -1087,7 +1088,7 @@ msgstr ""
 #: templates/helpdesk/attribution.html:2
 msgid ""
 "<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
-msgstr ""
+msgstr "<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
 
 #: templates/helpdesk/base.html:10
 msgid "Powered by django-helpdesk"
@@ -1110,7 +1111,7 @@ msgstr ""
 #: templates/helpdesk/base.html:52 templates/helpdesk/public_base.html:6
 #: templates/helpdesk/public_base.html:18
 msgid "Helpdesk"
-msgstr ""
+msgstr "Helpdesk"
 
 #: templates/helpdesk/base.html:62 templates/helpdesk/rss_list.html:9
 #: templates/helpdesk/rss_list.html:12 templates/helpdesk/rss_list.html:15
@@ -2053,7 +2054,7 @@ msgstr ""
 #: templates/helpdesk/ticket_list.html:71
 #: templates/helpdesk/ticket_list.html:139
 msgid "Keywords"
-msgstr ""
+msgstr "ključne riječi"
 
 #: templates/helpdesk/ticket_list.html:72
 msgid "Date Range"
diff --git a/helpdesk/locale/ru/LC_MESSAGES/django.mo b/helpdesk/locale/ru/LC_MESSAGES/django.mo
index 837ac3a92dff806fa17ecdff6bb8f74a37e7f3af..9fc44af5860390c6997517114399136b1c3efea6 100644
GIT binary patch
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diff --git a/helpdesk/locale/ru/LC_MESSAGES/django.po b/helpdesk/locale/ru/LC_MESSAGES/django.po
index 405cce3f..bf2a6761 100644
--- a/helpdesk/locale/ru/LC_MESSAGES/django.po
+++ b/helpdesk/locale/ru/LC_MESSAGES/django.po
@@ -1,9 +1,11 @@
 # django-helpdesk English language translation
 # Copyright (C) 2011 Ross Poulton
 # This file is distributed under the same license as the django-helpdesk package.
-#
+# 
+# Translators:
 # Translators:
 # Антон Комолов <anton.komolov@gmail.com>, 2011
+# Dmitry Sharavyov <dimsharav@gmail.com>, 2016
 # gorblnu4 <gorblnu4@gmail.com>, 2011
 # Ross Poulton <ross@rossp.org>, 2011
 # Антон Комолов <anton.komolov@gmail.com>, 2011
@@ -11,1058 +13,1159 @@ msgid ""
 msgstr ""
 "Project-Id-Version: django-helpdesk\n"
 "Report-Msgid-Bugs-To: http://github.com/RossP/django-helpdesk/issues\n"
-"POT-Creation-Date: 2012-08-07 20:40+1000\n"
-"PO-Revision-Date: 2013-04-29 09:18+0000\n"
-"Last-Translator: Ross Poulton <ross@rossp.org>\n"
-"Language-Team: Russian (http://www.transifex.com/projects/p/django-helpdesk/language/ru/)\n"
+"POT-Creation-Date: 2014-07-26 14:14+0200\n"
+"PO-Revision-Date: 2016-07-25 22:09+0000\n"
+"Last-Translator: Dmitry Sharavyov <dimsharav@gmail.com>\n"
+"Language-Team: Russian (http://www.transifex.com/rossp/django-helpdesk/language/ru/)\n"
 "MIME-Version: 1.0\n"
 "Content-Type: text/plain; charset=UTF-8\n"
 "Content-Transfer-Encoding: 8bit\n"
 "Language: ru\n"
-"Plural-Forms: nplurals=3; plural=(n%10==1 && n%100!=11 ? 0 : n%10>=2 && n%10<=4 && (n%100<10 || n%100>=20) ? 1 : 2);\n"
+"Plural-Forms: nplurals=4; plural=(n%10==1 && n%100!=11 ? 0 : n%10>=2 && n%10<=4 && (n%100<12 || n%100>14) ? 1 : n%10==0 || (n%10>=5 && n%10<=9) || (n%100>=11 && n%100<=14)? 2 : 3);\n"
 
-#: forms.py:113 forms.py:360 models.py:262
-#: templates/helpdesk/dashboard.html:11 templates/helpdesk/dashboard.html:37
-#: templates/helpdesk/dashboard.html:57 templates/helpdesk/dashboard.html:77
-#: templates/helpdesk/dashboard.html:99 templates/helpdesk/rss_list.html:23
-#: templates/helpdesk/ticket_list.html:56
-#: templates/helpdesk/ticket_list.html:78
-#: templates/helpdesk/ticket_list.html:199 views/staff.py:976
-#: views/staff.py:982 views/staff.py:988
+#: forms.py:128 forms.py:328 models.py:190 models.py:267
+#: templates/helpdesk/dashboard.html:15 templates/helpdesk/dashboard.html:58
+#: templates/helpdesk/dashboard.html:78 templates/helpdesk/dashboard.html:100
+#: templates/helpdesk/dashboard.html:124 templates/helpdesk/rss_list.html:24
+#: templates/helpdesk/ticket_list.html:69
+#: templates/helpdesk/ticket_list.html:88
+#: templates/helpdesk/ticket_list.html:225 views/staff.py:1032
+#: views/staff.py:1038 views/staff.py:1044 views/staff.py:1050
 msgid "Queue"
 msgstr "Очередь"
 
-#: forms.py:122
+#: forms.py:137
 msgid "Summary of the problem"
 msgstr "Краткое описание проблемы"
 
-#: forms.py:127
+#: forms.py:142
 msgid "Submitter E-Mail Address"
 msgstr "Адрес электронной почты отправителя"
 
-#: forms.py:129
+#: forms.py:144
 msgid ""
 "This e-mail address will receive copies of all public updates to this "
 "ticket."
 msgstr "На этот адрес электронной почты будут посылаться копии всех публичных обновлений этого тикета"
 
-#: forms.py:135
+#: forms.py:150
 msgid "Description of Issue"
 msgstr "Описание проблемы"
 
-#: forms.py:142
+#: forms.py:157
 msgid "Case owner"
 msgstr "Владелец"
 
-#: forms.py:143
+#: forms.py:158
 msgid ""
 "If you select an owner other than yourself, they'll be e-mailed details of "
 "this ticket immediately."
 msgstr "Если вы выберете отличного от себя владельца, ему будут высланы детали этого тикета немедленно."
 
-#: forms.py:151 models.py:322 management/commands/escalate_tickets.py:149
-#: templates/helpdesk/public_view_ticket.html:21
-#: templates/helpdesk/ticket.html:176
-#: templates/helpdesk/ticket_desc_table.html:31
-#: templates/helpdesk/ticket_list.html:84 views/staff.py:355
+#: forms.py:166 models.py:327 management/commands/escalate_tickets.py:154
+#: templates/helpdesk/public_view_ticket.html:23
+#: templates/helpdesk/ticket.html:184
+#: templates/helpdesk/ticket_desc_table.html:47
+#: templates/helpdesk/ticket_list.html:94 views/staff.py:429
 msgid "Priority"
 msgstr "Приоритет"
 
-#: forms.py:152
+#: forms.py:167
 msgid "Please select a priority carefully. If unsure, leave it as '3'."
-msgstr "Пожалуйста выбирайте приоритет внимательно. Если не уверены оставьте 3, как есть."
+msgstr "Пожалуйста, выбирайте приоритет внимательно. Если не уверены, оставьте 3, как есть."
 
-#: forms.py:159 forms.py:397 models.py:330 templates/helpdesk/ticket.html:178
-#: views/staff.py:365
+#: forms.py:174 forms.py:365 models.py:335 templates/helpdesk/ticket.html:186
+#: views/staff.py:439
 msgid "Due on"
 msgstr "Выполнить до"
 
-#: forms.py:171 forms.py:402
+#: forms.py:186 forms.py:370
 msgid "Attach File"
 msgstr "Прикрепить файл"
 
-#: forms.py:172 forms.py:403
+#: forms.py:187 forms.py:371
 msgid "You can attach a file such as a document or screenshot to this ticket."
-msgstr "Вы можете прикрепить файл, например, документ или скриншот к тикету."
+msgstr "Вы можете прикрепить файл, например, документ или скриншот, к тикету."
 
-#: forms.py:180 templates/helpdesk/public_view_ticket.html:33
-#: templates/helpdesk/ticket.html:182
-#: templates/helpdesk/ticket_desc_table.html:42
-#: templates/helpdesk/ticket_list.html:61
-#: templates/helpdesk/ticket_list.html:199 views/staff.py:376
-msgid "Tags"
-msgstr "Тэги"
-
-#: forms.py:181
-msgid ""
-"Words, separated by spaces, or phrases separated by commas. These should "
-"communicate significant characteristics of this ticket"
-msgstr "Слова, разделенные пробелами, или фразы, разделенные запятыми. Они должны обобщать значимые характеристики этого тикета"
-
-#: forms.py:275
+#: forms.py:240
 msgid "Ticket Opened"
 msgstr "Тикет открыт"
 
-#: forms.py:282
+#: forms.py:247
 #, python-format
 msgid "Ticket Opened & Assigned to %(name)s"
 msgstr "Тикет открыт и назначен %(name)s"
 
-#: forms.py:369
+#: forms.py:337
 msgid "Summary of your query"
 msgstr "Краткое описание вашего запроса"
 
-#: forms.py:374
+#: forms.py:342
 msgid "Your E-Mail Address"
 msgstr "Ваш адрес электронной почты"
 
-#: forms.py:375
+#: forms.py:343
 msgid "We will e-mail you when your ticket is updated."
 msgstr "Мы известим вас по электронной почте, когда тикет обновится."
 
-#: forms.py:380
+#: forms.py:348
 msgid "Description of your issue"
 msgstr "Описание вашей проблемы."
 
-#: forms.py:382
+#: forms.py:350
 msgid ""
 "Please be as descriptive as possible, including any details we may need to "
 "address your query."
 msgstr "Пожалуйста, будьте максимально информативным, нам пригодятся любые подробности касающиеся вашего запроса."
 
-#: forms.py:390
+#: forms.py:358
 msgid "Urgency"
 msgstr "Срочность"
 
-#: forms.py:391
+#: forms.py:359
 msgid "Please select a priority carefully."
 msgstr "Пожалуйста, тщательно выберите приоритеты."
 
-#: forms.py:486
+#: forms.py:419
 msgid "Ticket Opened Via Web"
 msgstr "Тикет открыт через Web"
 
-#: forms.py:553
+#: forms.py:486
 msgid "Show Ticket List on Login?"
 msgstr "Показывать список тикетов после входа?"
 
-#: forms.py:554
+#: forms.py:487
 msgid "Display the ticket list upon login? Otherwise, the dashboard is shown."
 msgstr "Показывать список тикетов после входа? Иначе будет показана панель."
 
-#: forms.py:559
+#: forms.py:492
 msgid "E-mail me on ticket change?"
 msgstr "Уведомлять меня по электронной почте о изменениях тикета?"
 
-#: forms.py:560
+#: forms.py:493
 msgid ""
 "If you're the ticket owner and the ticket is changed via the web by somebody"
 " else, do you want to receive an e-mail?"
 msgstr "Если вы владелец тикета и тикет меняется через web кем-то еще, вы хотите получить уведомление по электронной почте?"
 
-#: forms.py:565
+#: forms.py:498
 msgid "E-mail me when assigned a ticket?"
 msgstr "Уведомить меня по электронной почте о назначенных мне тикетах?"
 
-#: forms.py:566
+#: forms.py:499
 msgid ""
 "If you are assigned a ticket via the web, do you want to receive an e-mail?"
 msgstr "Хотите ли получать уведомления по электронной почте если кто-то назначил вам тикет через web?"
 
-#: forms.py:571
+#: forms.py:504
 msgid "E-mail me when a ticket is changed via the API?"
 msgstr "Уведомить меня когда тикет изменён через API?"
 
-#: forms.py:572
+#: forms.py:505
 msgid "If a ticket is altered by the API, do you want to receive an e-mail?"
 msgstr "Хотите ли вы получать электронное уведомление если тикет был изменён через API"
 
-#: forms.py:577
+#: forms.py:510
 msgid "Number of tickets to show per page"
 msgstr "Количество тикетов на страницу"
 
-#: forms.py:578
+#: forms.py:511
 msgid "How many tickets do you want to see on the Ticket List page?"
 msgstr "Как много тикетов вы хотите видеть на странице?"
 
-#: forms.py:585
+#: forms.py:518
 msgid "Use my e-mail address when submitting tickets?"
 msgstr "Использовать мой адрес электронной почты при отправке тикета?"
 
-#: forms.py:586
+#: forms.py:519
 msgid ""
 "When you submit a ticket, do you want to automatically use your e-mail "
 "address as the submitter address? You can type a different e-mail address "
 "when entering the ticket if needed, this option only changes the default."
 msgstr "Когда вы отправляете тикет, вы хотите, чтобы автоматически использовался ваш адрес электронной почты в качестве отправителя? Вы можете ввести другой адрес электронной почты при создании тикета в случае необходимости. Этот вариант только изменит значение по умолчанию."
 
-#: models.py:32 models.py:256 models.py:490 models.py:787 models.py:821
-#: templates/helpdesk/dashboard.html:37 templates/helpdesk/dashboard.html:57
-#: templates/helpdesk/dashboard.html:77 templates/helpdesk/dashboard.html:99
-#: templates/helpdesk/ticket.html:170 templates/helpdesk/ticket_list.html:75
-#: templates/helpdesk/ticket_list.html:199 views/staff.py:345
+#: models.py:35 models.py:261 models.py:503 models.py:817 models.py:853
+#: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
+#: templates/helpdesk/dashboard.html:100 templates/helpdesk/dashboard.html:124
+#: templates/helpdesk/ticket.html:178 templates/helpdesk/ticket_list.html:85
+#: templates/helpdesk/ticket_list.html:225 views/staff.py:419
 msgid "Title"
 msgstr "Заголовок"
 
-#: models.py:37 models.py:792 models.py:1162
+#: models.py:40 models.py:822 models.py:1206
 msgid "Slug"
 msgstr "ЧПУ"
 
-#: models.py:38
+#: models.py:41
 msgid ""
 "This slug is used when building ticket ID's. Once set, try not to change it "
 "or e-mailing may get messy."
 msgstr "Эта строка используется для конструирования идентификатора тикета. Однажды установив, старайтесь не менять его, или электронная почта может перепутаться."
 
-#: models.py:43 models.py:1015 models.py:1085 models.py:1159
+#: models.py:46 models.py:1054 models.py:1129 models.py:1203
 #: templates/helpdesk/email_ignore_list.html:13
 #: templates/helpdesk/ticket_cc_list.html:15
 msgid "E-Mail Address"
 msgstr "Адрес электронной почты"
 
-#: models.py:46
+#: models.py:49
 msgid ""
 "All outgoing e-mails for this queue will use this e-mail address. If you use"
 " IMAP or POP3, this should be the e-mail address for that mailbox."
 msgstr "Все исходящие электронные письма этой очереди будут использовать этот электронный адрес. Если вы используете IMAP или POP3 это и есть этот электронный адрес."
 
-#: models.py:52 models.py:766
+#: models.py:55 models.py:794
 msgid "Locale"
 msgstr "Локаль"
 
-#: models.py:56
+#: models.py:59
 msgid ""
 "Locale of this queue. All correspondence in this queue will be in this "
 "language."
 msgstr "Локаль этой очереди. Вся переписка в этой очереди будет на этом языке."
 
-#: models.py:60
+#: models.py:63
 msgid "Allow Public Submission?"
 msgstr "Разрешить общедоступное размещение тикетов?"
 
-#: models.py:63
+#: models.py:66
 msgid "Should this queue be listed on the public submission form?"
 msgstr "Должна ли эта очередь быть доступна в публичной форме заявки?"
 
-#: models.py:68
+#: models.py:71
 msgid "Allow E-Mail Submission?"
 msgstr "Разрешить размещение тикета через электронную почту?"
 
-#: models.py:71
+#: models.py:74
 msgid "Do you want to poll the e-mail box below for new tickets?"
 msgstr "Хотите ли вы опрашивать ниже указанный электронный адрес на наличие новых тикетов?"
 
-#: models.py:76
+#: models.py:79
 msgid "Escalation Days"
 msgstr "Дни поднятия"
 
-#: models.py:79
+#: models.py:82
 msgid ""
 "For tickets which are not held, how often do you wish to increase their "
 "priority? Set to 0 for no escalation."
 msgstr "Как часто вы желаете увеличивать их приоритет для тикетов которые не на удержании? 0 для отключения подъёма."
 
-#: models.py:84
+#: models.py:87
 msgid "New Ticket CC Address"
 msgstr "Поле \"Копия\" нового тикета"
 
-#: models.py:88
+#: models.py:91
 msgid ""
 "If an e-mail address is entered here, then it will receive notification of "
 "all new tickets created for this queue. Enter a comma between multiple "
 "e-mail addresses."
 msgstr "Если здесь ввести адрес электронной почты, то он будет получать уведомления обо всех новых тикетах, созданных в этой очереди. Введите запятую между несколькими адресами электронной почты."
 
-#: models.py:94
+#: models.py:97
 msgid "Updated Ticket CC Address"
 msgstr "Поле \"Копия\" обновлённого тикета"
 
-#: models.py:98
+#: models.py:101
 msgid ""
 "If an e-mail address is entered here, then it will receive notification of "
 "all activity (new tickets, closed tickets, updates, reassignments, etc) for "
 "this queue. Separate multiple addresses with a comma."
 msgstr "Если ввести здесь адрес электронной почты, то он будет получать уведомления о всей деятельности (новые тикеты, закрытие тикета, обновления, назначений и т.д.) в данной очереди. Разделяйте адреса запятыми."
 
-#: models.py:105
+#: models.py:108
 msgid "E-Mail Box Type"
 msgstr "Тип электронного ящика"
 
-#: models.py:107
+#: models.py:110
 msgid "POP 3"
 msgstr "POP3"
 
-#: models.py:107
+#: models.py:110
 msgid "IMAP"
 msgstr "IMAP"
 
-#: models.py:110
+#: models.py:113
 msgid ""
 "E-Mail server type for creating tickets automatically from a mailbox - both "
 "POP3 and IMAP are supported."
 msgstr "Тип ящика электронной почты, из которого будут создаваться автоматические тикета - оба POP3 и IMAP поддерживаются."
 
-#: models.py:115
+#: models.py:118
 msgid "E-Mail Hostname"
 msgstr "Имя сервера электронной почты"
 
-#: models.py:119
+#: models.py:122
 msgid ""
 "Your e-mail server address - either the domain name or IP address. May be "
 "\"localhost\"."
 msgstr "Адрес вашего сервера электронной почты - может быть имя, или IP адрес. Или даже \"localhost\"."
 
-#: models.py:124
+#: models.py:127
 msgid "E-Mail Port"
 msgstr "Порт электронный почты"
 
-#: models.py:127
+#: models.py:130
 msgid ""
 "Port number to use for accessing e-mail. Default for POP3 is \"110\", and "
 "for IMAP is \"143\". This may differ on some servers. Leave it blank to use "
 "the defaults."
 msgstr "Номер порта для доступа к электронному ящику. По умолчанию \"110\" для POP3, и \"143\" для IMAP. Настройки могут отличатся на разных серверах. Оставьте пустым для использования значения по умолчанию."
 
-#: models.py:133
+#: models.py:136
 msgid "Use SSL for E-Mail?"
 msgstr "Использовать SSL для электронной почты?"
 
-#: models.py:136
+#: models.py:139
 msgid ""
 "Whether to use SSL for IMAP or POP3 - the default ports when using SSL are "
 "993 for IMAP and 995 for POP3."
 msgstr "Использовать SSL для IMAP или POP3 - порты по умолчанию для SSL 993 для IMAP и 995 для POP3."
 
-#: models.py:141
+#: models.py:144
 msgid "E-Mail Username"
 msgstr "Имя пользователя электронной почты"
 
-#: models.py:145
+#: models.py:148
 msgid "Username for accessing this mailbox."
 msgstr "Имя пользователя для доступа к этому электронному ящику."
 
-#: models.py:149
+#: models.py:152
 msgid "E-Mail Password"
 msgstr "Пароль электронной почты"
 
-#: models.py:153
+#: models.py:156
 msgid "Password for the above username"
 msgstr "Пароль для выше указанного имени пользователя"
 
-#: models.py:157
+#: models.py:160
 msgid "IMAP Folder"
 msgstr "Папка IMAP"
 
-#: models.py:161
+#: models.py:164
 msgid ""
 "If using IMAP, what folder do you wish to fetch messages from? This allows "
 "you to use one IMAP account for multiple queues, by filtering messages on "
 "your IMAP server into separate folders. Default: INBOX."
 msgstr "Если используется IMAP, из какой папки вы желаете скачивать сообщения? Фильтрация сообщений на сервере позволяет вам использовать один IMAP аккаунт для множества очередей. По умолчанию: INBOX."
 
-#: models.py:168
+#: models.py:171
 msgid "E-Mail Check Interval"
 msgstr "Интервал проверки электронной почты"
 
-#: models.py:169
+#: models.py:172
 msgid "How often do you wish to check this mailbox? (in Minutes)"
 msgstr "Как часто вы хотите проверять этот ящик? (в минутах)"
 
-#: models.py:240 templates/helpdesk/dashboard.html:11
-#: templates/helpdesk/ticket.html:130
+#: models.py:191 templates/helpdesk/email_ignore_list.html:13
+msgid "Queues"
+msgstr "Очереди"
+
+#: models.py:245 templates/helpdesk/dashboard.html:15
+#: templates/helpdesk/ticket.html:138
 msgid "Open"
 msgstr "Открытый"
 
-#: models.py:241 templates/helpdesk/ticket.html:136
-#: templates/helpdesk/ticket.html.py:142 templates/helpdesk/ticket.html:147
-#: templates/helpdesk/ticket.html.py:151
+#: models.py:246 templates/helpdesk/ticket.html:144
+#: templates/helpdesk/ticket.html.py:150 templates/helpdesk/ticket.html:155
+#: templates/helpdesk/ticket.html.py:159
 msgid "Reopened"
 msgstr "Переоткрытый"
 
-#: models.py:242 templates/helpdesk/dashboard.html:11
-#: templates/helpdesk/ticket.html:131 templates/helpdesk/ticket.html.py:137
-#: templates/helpdesk/ticket.html:143
+#: models.py:247 templates/helpdesk/dashboard.html:15
+#: templates/helpdesk/ticket.html:139 templates/helpdesk/ticket.html.py:145
+#: templates/helpdesk/ticket.html:151
 msgid "Resolved"
 msgstr "Решённый"
 
-#: models.py:243 templates/helpdesk/dashboard.html:11
-#: templates/helpdesk/ticket.html:132 templates/helpdesk/ticket.html.py:138
-#: templates/helpdesk/ticket.html:144 templates/helpdesk/ticket.html.py:148
+#: models.py:248 templates/helpdesk/dashboard.html:15
+#: templates/helpdesk/ticket.html:140 templates/helpdesk/ticket.html.py:146
+#: templates/helpdesk/ticket.html:152 templates/helpdesk/ticket.html.py:156
 msgid "Closed"
 msgstr "Закрытый"
 
-#: models.py:244 templates/helpdesk/ticket.html:133
-#: templates/helpdesk/ticket.html.py:139 templates/helpdesk/ticket.html:152
+#: models.py:249 templates/helpdesk/ticket.html:141
+#: templates/helpdesk/ticket.html.py:147 templates/helpdesk/ticket.html:160
 msgid "Duplicate"
 msgstr "Дубликат"
 
-#: models.py:248
+#: models.py:253
 msgid "1. Critical"
 msgstr "1. Критичный"
 
-#: models.py:249
+#: models.py:254
 msgid "2. High"
 msgstr "2. Высокий"
 
-#: models.py:250
+#: models.py:255
 msgid "3. Normal"
 msgstr "3. Нормальный"
 
-#: models.py:251
+#: models.py:256
 msgid "4. Low"
 msgstr "4. Низкий"
 
-#: models.py:252
+#: models.py:257
 msgid "5. Very Low"
 msgstr "5. Очень низкий"
 
-#: models.py:266 templates/helpdesk/dashboard.html:77
-#: templates/helpdesk/ticket_list.html:72
-#: templates/helpdesk/ticket_list.html:199
+#: models.py:271 templates/helpdesk/dashboard.html:100
+#: templates/helpdesk/ticket_list.html:82
+#: templates/helpdesk/ticket_list.html:225
 msgid "Created"
 msgstr "Создан"
 
-#: models.py:268
+#: models.py:273
 msgid "Date this ticket was first created"
 msgstr "Дата создания этого талона"
 
-#: models.py:272
+#: models.py:277
 msgid "Modified"
 msgstr "Изменённый"
 
-#: models.py:274
+#: models.py:279
 msgid "Date this ticket was most recently changed."
 msgstr "Дата когда тикет был последний раз изменён."
 
-#: models.py:278 templates/helpdesk/public_view_ticket.html:16
-#: templates/helpdesk/ticket_desc_table.html:26
+#: models.py:283 templates/helpdesk/public_view_ticket.html:18
+#: templates/helpdesk/ticket_desc_table.html:42
 msgid "Submitter E-Mail"
 msgstr "Электронный адрес отправителя"
 
-#: models.py:281
+#: models.py:286
 msgid ""
 "The submitter will receive an email for all public follow-ups left for this "
 "task."
 msgstr "Отправитель будет получать электронные сообщения обо всех публичных дополнениях к этой задаче."
 
-#: models.py:290
+#: models.py:295
 msgid "Assigned to"
 msgstr "Связан с"
 
-#: models.py:294 templates/helpdesk/dashboard.html:37
-#: templates/helpdesk/dashboard.html:57 templates/helpdesk/dashboard.html:99
-#: templates/helpdesk/ticket_list.html:57
-#: templates/helpdesk/ticket_list.html:81
-#: templates/helpdesk/ticket_list.html:199
+#: models.py:299 templates/helpdesk/dashboard.html:58
+#: templates/helpdesk/dashboard.html:78 templates/helpdesk/dashboard.html:124
+#: templates/helpdesk/ticket_list.html:70
+#: templates/helpdesk/ticket_list.html:91
+#: templates/helpdesk/ticket_list.html:225
 msgid "Status"
 msgstr "Статус"
 
-#: models.py:300
+#: models.py:305
 msgid "On Hold"
 msgstr "Удерживаемый"
 
-#: models.py:303
+#: models.py:308
 msgid "If a ticket is on hold, it will not automatically be escalated."
 msgstr "Если тикет на удержании он не будет автоматически поднят."
 
-#: models.py:308 models.py:796 templates/helpdesk/public_view_ticket.html:39
-#: templates/helpdesk/ticket_desc_table.html:67
+#: models.py:313 models.py:826 templates/helpdesk/public_view_ticket.html:41
+#: templates/helpdesk/ticket_desc_table.html:19
 msgid "Description"
 msgstr "Описание"
 
-#: models.py:311
+#: models.py:316
 msgid "The content of the customers query."
 msgstr "Содержимое запроса клиента."
 
-#: models.py:315 templates/helpdesk/public_view_ticket.html:46
-#: templates/helpdesk/ticket_desc_table.html:74
+#: models.py:320 templates/helpdesk/public_view_ticket.html:48
+#: templates/helpdesk/ticket_desc_table.html:26
 msgid "Resolution"
 msgstr "Решение"
 
-#: models.py:318
+#: models.py:323
 msgid "The resolution provided to the customer by our staff."
 msgstr "Решение предоставлено клиенту нашими сотрудниками."
 
-#: models.py:326
+#: models.py:331
 msgid "1 = Highest Priority, 5 = Low Priority"
 msgstr "1 = Наивысший Приоритет, 5 = Низший Приоритет"
 
-#: models.py:339
+#: models.py:344
 msgid ""
 "The date this ticket was last escalated - updated automatically by "
 "management/commands/escalate_tickets.py."
 msgstr "Дата когда тикет последний раз поднят, автоматически обновляется вызовом management/commands/escalate_tickets.py."
 
-#: models.py:348 templates/helpdesk/ticket_desc_table.html:22
-#: views/feeds.py:91 views/feeds.py:117 views/feeds.py:169 views/staff.py:302
+#: models.py:353 templates/helpdesk/ticket_desc_table.html:38
+#: views/feeds.py:95 views/feeds.py:121 views/feeds.py:173 views/staff.py:376
 msgid "Unassigned"
 msgstr "Неназначенный"
 
-#: models.py:387
+#: models.py:392
 msgid " - On Hold"
 msgstr " - На Удержании"
 
-#: models.py:481 models.py:1073 models.py:1231 models.py:1256
-#: templates/helpdesk/public_homepage.html:26
+#: models.py:394
+msgid " - Open dependencies"
+msgstr ""
+
+#: models.py:448 models.py:494 models.py:1117 models.py:1280 models.py:1309
+#: templates/helpdesk/public_homepage.html:78
 #: templates/helpdesk/public_view_form.html:12
 msgid "Ticket"
 msgstr "Талон"
 
-#: models.py:485 models.py:714 models.py:1008 models.py:1156
+#: models.py:449 templates/helpdesk/navigation.html:17
+#: templates/helpdesk/ticket_list.html:2
+#: templates/helpdesk/ticket_list.html:224
+msgid "Tickets"
+msgstr "Тикеты"
+
+#: models.py:498 models.py:738 models.py:1047 models.py:1200
 msgid "Date"
 msgstr "Дата"
 
-#: models.py:497 views/staff.py:316
+#: models.py:510 views/staff.py:390
 msgid "Comment"
 msgstr "Комментарий"
 
-#: models.py:503
+#: models.py:516
 msgid "Public"
 msgstr "Публичный"
 
-#: models.py:506
+#: models.py:519
 msgid ""
 "Public tickets are viewable by the submitter and all staff, but non-public "
 "tickets can only be seen by staff."
 msgstr "Публичные талоны видны отправителям и коллективу, а не публичные только коллективу."
 
-#: models.py:514 models.py:888 models.py:1081 views/staff.py:952
-#: views/staff.py:958 views/staff.py:964 views/staff.py:970
+#: models.py:527 models.py:922 models.py:1125 views/staff.py:1008
+#: views/staff.py:1014 views/staff.py:1020 views/staff.py:1026
 msgid "User"
 msgstr "Пользователь"
 
-#: models.py:518 templates/helpdesk/ticket.html:127
+#: models.py:531 templates/helpdesk/ticket.html:135
 msgid "New Status"
 msgstr "Новый статус"
 
-#: models.py:522
+#: models.py:535
 msgid "If the status was changed, what was it changed to?"
 msgstr "Если статус был изменён, на что он был изменён?"
 
-#: models.py:551 models.py:608
+#: models.py:542 models.py:566 models.py:628
 msgid "Follow-up"
 msgstr "Наблюдение"
 
-#: models.py:555 models.py:1236
+#: models.py:543
+msgid "Follow-ups"
+msgstr ""
+
+#: models.py:570 models.py:1285
 msgid "Field"
 msgstr "Поле"
 
-#: models.py:560
+#: models.py:575
 msgid "Old Value"
 msgstr "Старое значение"
 
-#: models.py:566
+#: models.py:581
 msgid "New Value"
 msgstr "Новое значение"
 
-#: models.py:574
+#: models.py:589
 msgid "removed"
 msgstr "удалённый"
 
-#: models.py:576
+#: models.py:591
 #, python-format
 msgid "set to %s"
 msgstr "установлен в %s"
 
-#: models.py:578
+#: models.py:593
 #, python-format
 msgid "changed from \"%(old_value)s\" to \"%(new_value)s\""
 msgstr "изменён с \"%(old_value)s\" на \"%(new_value)s\""
 
-#: models.py:612
+#: models.py:600
+msgid "Ticket change"
+msgstr ""
+
+#: models.py:601
+msgid "Ticket changes"
+msgstr ""
+
+#: models.py:632
 msgid "File"
 msgstr "Файл"
 
-#: models.py:617
+#: models.py:637
 msgid "Filename"
 msgstr "Имя файла"
 
-#: models.py:622
+#: models.py:642
 msgid "MIME Type"
 msgstr "MIME тип"
 
-#: models.py:627
+#: models.py:647
 msgid "Size"
 msgstr "Размер"
 
-#: models.py:628
+#: models.py:648
 msgid "Size of this file in bytes"
 msgstr "Размер этого файла в байтах"
 
-#: models.py:663
+#: models.py:665
+msgid "Attachment"
+msgstr ""
+
+#: models.py:666
+msgid "Attachments"
+msgstr ""
+
+#: models.py:685
 msgid ""
 "Leave blank to allow this reply to be used for all queues, or select those "
 "queues you wish to limit this reply to."
 msgstr "Оставьте пустым что бы позволить всем очередям использовать этот ответ, или выберете каким очередям можно использовать этот ответ."
 
-#: models.py:668 models.py:709 models.py:1003
+#: models.py:690 models.py:733 models.py:1042
 #: templates/helpdesk/email_ignore_list.html:13
 msgid "Name"
 msgstr "Имя"
 
-#: models.py:670
+#: models.py:692
 msgid ""
 "Only used to assist users with selecting a reply - not shown to the user."
 msgstr "Используется пользователям только что бы помочь им выбрать ответ - пользователю не показывается."
 
-#: models.py:675
+#: models.py:697
 msgid "Body"
 msgstr "Тело"
 
-#: models.py:676
+#: models.py:698
 msgid ""
 "Context available: {{ ticket }} - ticket object (eg {{ ticket.title }}); {{ "
 "queue }} - The queue; and {{ user }} - the current user."
 msgstr "Доступный контекст: {{ ticket }} - тикет (например {{ ticket.title }}); {{ queue }} - очередь; и {{ user }} - текущий пользователь."
 
-#: models.py:703
+#: models.py:705
+msgid "Pre-set reply"
+msgstr ""
+
+#: models.py:706
+msgid "Pre-set replies"
+msgstr ""
+
+#: models.py:727
 msgid ""
 "Leave blank for this exclusion to be applied to all queues, or select those "
 "queues you wish to exclude with this entry."
 msgstr "Оставьте пустым что бы это исключение применялось ко всем очередям, или выберите очереди для который применять исключение."
 
-#: models.py:715
+#: models.py:739
 msgid "Date on which escalation should not happen"
 msgstr "Дата когда новые тикеты не должны подниматься."
 
-#: models.py:732
+#: models.py:746
+msgid "Escalation exclusion"
+msgstr ""
+
+#: models.py:747
+msgid "Escalation exclusions"
+msgstr ""
+
+#: models.py:760
 msgid "Template Name"
 msgstr "Имя шаблона"
 
-#: models.py:737
+#: models.py:765
 msgid "Subject"
 msgstr "Тема"
 
-#: models.py:739
+#: models.py:767
 msgid ""
 "This will be prefixed with \"[ticket.ticket] ticket.title\". We recommend "
 "something simple such as \"(Updated\") or \"(Closed)\" - the same context is"
 " available as in plain_text, below."
 msgstr "Добавится приставка \"[ticket.ticket] ticket.title\". Мы рекомендуем что нибудь простое например \"(Updated\") или \"(Closed)\" - тот же контекст доступен ниже в plain_text."
 
-#: models.py:745
+#: models.py:773
 msgid "Heading"
 msgstr "Заголовок"
 
-#: models.py:747
+#: models.py:775
 msgid ""
 "In HTML e-mails, this will be the heading at the top of the email - the same"
 " context is available as in plain_text, below."
 msgstr "В HTML электронных письмах, это будет в заголовке - тот же контекст доступен в виде plain_text ниже."
 
-#: models.py:753
+#: models.py:781
 msgid "Plain Text"
 msgstr "Чистый текст"
 
-#: models.py:754
+#: models.py:782
 msgid ""
 "The context available to you includes {{ ticket }}, {{ queue }}, and "
 "depending on the time of the call: {{ resolution }} or {{ comment }}."
 msgstr "Доступный контекст для включения {{ ticket }}, {{ queue }}, и в зависимости от времени вызова: {{ resolution }} или {{ comment }}."
 
-#: models.py:760
+#: models.py:788
 msgid "HTML"
 msgstr "HTML"
 
-#: models.py:761
+#: models.py:789
 msgid "The same context is available here as in plain_text, above."
 msgstr "Тот же самый контекст доступен здесь как в plain_text выше."
 
-#: models.py:770
+#: models.py:798
 msgid "Locale of this template."
 msgstr "Локаль этого шаблона."
 
-#: models.py:817 templates/helpdesk/kb_index.html:10
-#: templates/helpdesk/public_homepage.html:10
+#: models.py:806
+msgid "e-mail template"
+msgstr ""
+
+#: models.py:807
+msgid "e-mail templates"
+msgstr ""
+
+#: models.py:834
+msgid "Knowledge base category"
+msgstr "категорию Базы Знаний"
+
+#: models.py:835
+msgid "Knowledge base categories"
+msgstr "Категории Базы Знаний"
+
+#: models.py:849 templates/helpdesk/kb_index.html:11
+#: templates/helpdesk/public_homepage.html:11
 msgid "Category"
 msgstr "Категория"
 
-#: models.py:826
+#: models.py:858
 msgid "Question"
 msgstr "Вопрос"
 
-#: models.py:830
+#: models.py:862
 msgid "Answer"
 msgstr "Ответ"
 
-#: models.py:834
+#: models.py:866
 msgid "Votes"
 msgstr "Голоса"
 
-#: models.py:835
+#: models.py:867
 msgid "Total number of votes cast for this item"
 msgstr "Общее количество отданных голосов"
 
-#: models.py:840
+#: models.py:872
 msgid "Positive Votes"
 msgstr "Положительные голоса"
 
-#: models.py:841
+#: models.py:873
 msgid "Number of votes for this item which were POSITIVE."
 msgstr "Количество положительно проголосовавших."
 
-#: models.py:846
+#: models.py:878
 msgid "Last Updated"
 msgstr "Последний раз обновлялось"
 
-#: models.py:847
+#: models.py:879
 msgid "The date on which this question was most recently changed."
 msgstr "Дата когда этот вопрос был последний раз изменён."
 
-#: models.py:861
+#: models.py:893
 msgid "Unrated"
 msgstr "Неоценённый"
 
-#: models.py:892 templates/helpdesk/ticket_list.html:158
+#: models.py:901
+msgid "Knowledge base item"
+msgstr ""
+
+#: models.py:902
+msgid "Knowledge base items"
+msgstr ""
+
+#: models.py:926 templates/helpdesk/ticket_list.html:170
 msgid "Query Name"
 msgstr "Имя запроса"
 
-#: models.py:894
+#: models.py:928
 msgid "User-provided name for this query"
 msgstr "Имя запроса определённое пользователем"
 
-#: models.py:898
+#: models.py:932
 msgid "Shared With Other Users?"
 msgstr "Доступен остальным пользователям?"
 
-#: models.py:901
+#: models.py:935
 msgid "Should other users see this query?"
 msgstr "Виден ли этот запрос другим пользователям?"
 
-#: models.py:905
+#: models.py:939
 msgid "Search Query"
 msgstr "Поисковый запрос"
 
-#: models.py:906
+#: models.py:940
 msgid "Pickled query object. Be wary changing this."
 msgstr "Pickle-упакованные объекты запросов. Не изменяйте их."
 
-#: models.py:927
+#: models.py:950
+msgid "Saved search"
+msgstr ""
+
+#: models.py:951
+msgid "Saved searches"
+msgstr ""
+
+#: models.py:966
 msgid "Settings Dictionary"
 msgstr "Словарь настроек"
 
-#: models.py:928
+#: models.py:967
 msgid ""
 "This is a base64-encoded representation of a pickled Python dictionary. Do "
 "not change this field via the admin."
 msgstr "Это base64-кодированное представление pickle-упакованного Python словаря. Не изменяйте его через административный интерфейс."
 
-#: models.py:997
+#: models.py:993
+msgid "User Setting"
+msgstr ""
+
+#: models.py:994 templates/helpdesk/navigation.html:37
+#: templates/helpdesk/user_settings.html:6
+msgid "User Settings"
+msgstr "Настройки пользователя"
+
+#: models.py:1036
 msgid ""
 "Leave blank for this e-mail to be ignored on all queues, or select those "
 "queues you wish to ignore this e-mail for."
 msgstr "Оставьте пустым, чтобы этот адрес электронной почты был проигнорирован во всех очередях, или выберите те очереди, для которых он будет проигнорирован."
 
-#: models.py:1009
+#: models.py:1048
 msgid "Date on which this e-mail address was added"
 msgstr "Дата добавления этого адреса электронной почты"
 
-#: models.py:1017
+#: models.py:1056
 msgid ""
 "Enter a full e-mail address, or portions with wildcards, eg *@domain.com or "
 "postmaster@*."
 msgstr "Введите электронный адрес почты - полный или шаблон с подстановочными знаками, например, *@domain.com или postmaster@*."
 
-#: models.py:1022
+#: models.py:1061
 msgid "Save Emails in Mailbox?"
 msgstr "Сохранять сообщения в почтовом ящике?"
 
-#: models.py:1025
+#: models.py:1064
 msgid ""
 "Do you want to save emails from this address in the mailbox? If this is "
 "unticked, emails from this address will be deleted."
 msgstr "Хотите ли вы сохранить сообщения с этого адреса в почтовом ящике? Если убрать данную опцию, сообщения электронной почты с этого адреса будут удалены."
 
-#: models.py:1080
+#: models.py:1101
+msgid "Ignored e-mail address"
+msgstr ""
+
+#: models.py:1102
+msgid "Ignored e-mail addresses"
+msgstr ""
+
+#: models.py:1124
 msgid "User who wishes to receive updates for this ticket."
 msgstr "Пользователи желающие получать обновления для этого тикета"
 
-#: models.py:1088
+#: models.py:1132
 msgid "For non-user followers, enter their e-mail address"
 msgstr "Для незарегистрированных пользователей введите их электронные адреса почты"
 
-#: models.py:1092
+#: models.py:1136
 msgid "Can View Ticket?"
 msgstr "Может посмотреть тикет?"
 
-#: models.py:1094
+#: models.py:1138
 msgid "Can this CC login to view the ticket details?"
 msgstr "Может ли этот адрес из поля \"Копия\" войти, чтобы просмотреть тикет? "
 
-#: models.py:1098
+#: models.py:1142
 msgid "Can Update Ticket?"
 msgstr "Может изменить тикет?"
 
-#: models.py:1100
+#: models.py:1144
 msgid "Can this CC login and update the ticket?"
 msgstr "Может ли этот адрес из поля \"Копия\" войти и изменить тикет?"
 
-#: models.py:1131
+#: models.py:1175
 msgid "Field Name"
 msgstr "Название Поля"
 
-#: models.py:1132
+#: models.py:1176
 msgid ""
 "As used in the database and behind the scenes. Must be unique and consist of"
 " only lowercase letters with no punctuation."
 msgstr "При использовании в базе данных и за кулисами. Должно быть уникальным и состоять только из строчных латинских букв, без знаков препинания."
 
-#: models.py:1137
+#: models.py:1181
 msgid "Label"
 msgstr "Метка"
 
-#: models.py:1139
+#: models.py:1183
 msgid "The display label for this field"
 msgstr "Отображаемое название для этого поля"
 
-#: models.py:1143
+#: models.py:1187
 msgid "Help Text"
 msgstr "Текст подсказки"
 
-#: models.py:1144
+#: models.py:1188
 msgid "Shown to the user when editing the ticket"
 msgstr "Виден пользователю при редактировании тикета"
 
-#: models.py:1150
+#: models.py:1194
 msgid "Character (single line)"
 msgstr "Символьный (одна строчка)"
 
-#: models.py:1151
+#: models.py:1195
 msgid "Text (multi-line)"
 msgstr "Текстовый (много строк)"
 
-#: models.py:1152
+#: models.py:1196
 msgid "Integer"
 msgstr "Целочисленный"
 
-#: models.py:1153
+#: models.py:1197
 msgid "Decimal"
 msgstr "Вещественный"
 
-#: models.py:1154
+#: models.py:1198
 msgid "List"
 msgstr "Список"
 
-#: models.py:1155
+#: models.py:1199
 msgid "Boolean (checkbox yes/no)"
 msgstr "Boolean (флажок да / нет)"
 
-#: models.py:1157
+#: models.py:1201
 msgid "Time"
 msgstr "Время"
 
-#: models.py:1158
+#: models.py:1202
 msgid "Date & Time"
 msgstr "Дата и время"
 
-#: models.py:1160
+#: models.py:1204
 msgid "URL"
 msgstr "Ссылка"
 
-#: models.py:1161
+#: models.py:1205
 msgid "IP Address"
 msgstr "IP адрес"
 
-#: models.py:1166
+#: models.py:1210
 msgid "Data Type"
 msgstr "Тип данных"
 
-#: models.py:1168
+#: models.py:1212
 msgid "Allows you to restrict the data entered into this field"
 msgstr "Позволяет ограничить данные, введенные в это поле"
 
-#: models.py:1173
+#: models.py:1217
 msgid "Maximum Length (characters)"
 msgstr "Максимальная длина (символьный)"
 
-#: models.py:1179
+#: models.py:1223
 msgid "Decimal Places"
 msgstr "Число знаков после запятой"
 
-#: models.py:1180
+#: models.py:1224
 msgid "Only used for decimal fields"
 msgstr "Используется только для вещественных полей"
 
-#: models.py:1186
+#: models.py:1230
 msgid "Add empty first choice to List?"
 msgstr "Добавить пустое значение первым в список выбора?"
 
-#: models.py:1187
+#: models.py:1232
 msgid ""
 "Only for List: adds an empty first entry to the choices list, which enforces"
 " that the user makes an active choice."
 msgstr "Только для списка: Добавляет пустое значение первой записью в список выбора, который гарантирует, что пользователь точно сделает выбор."
 
-#: models.py:1191
+#: models.py:1236
 msgid "List Values"
 msgstr "Значения списка"
 
-#: models.py:1192
+#: models.py:1237
 msgid "For list fields only. Enter one option per line."
 msgstr "Только для полей списка. Вводите по одному значению на строку"
 
-#: models.py:1198
+#: models.py:1243
 msgid "Ordering"
 msgstr "Сортировка"
 
-#: models.py:1199
+#: models.py:1244
 msgid "Lower numbers are displayed first; higher numbers are listed later"
 msgstr "Более низкие числа отображаются сначала; более высокие значения перечислены позже"
 
-#: models.py:1213
+#: models.py:1258
 msgid "Required?"
 msgstr "Обязателен?"
 
-#: models.py:1214
+#: models.py:1259
 msgid "Does the user have to enter a value for this field?"
 msgstr "Обязательно ли вводить значение этого поля?"
 
-#: models.py:1218
+#: models.py:1263
 msgid "Staff Only?"
 msgstr "Только для персонала?"
 
-#: models.py:1219
+#: models.py:1264
 msgid ""
 "If this is ticked, then the public submission form will NOT show this field"
 msgstr "Если это отметить, то общедоступная форма представления не покажет этого поля"
 
-#: models.py:1262
+#: models.py:1273
+msgid "Custom field"
+msgstr "настраиваемое поле"
+
+#: models.py:1274
+msgid "Custom fields"
+msgstr "Настраиваемые поля"
+
+#: models.py:1297
+msgid "Ticket custom field value"
+msgstr ""
+
+#: models.py:1298
+msgid "Ticket custom field values"
+msgstr ""
+
+#: models.py:1315
 msgid "Depends On Ticket"
 msgstr "Зависит от талона"
 
-#: management/commands/create_usersettings.py:21
+#: models.py:1324
+msgid "Ticket dependency"
+msgstr ""
+
+#: models.py:1325
+msgid "Ticket dependencies"
+msgstr ""
+
+#: management/commands/create_usersettings.py:25
 msgid ""
 "Check for user without django-helpdesk UserSettings and create settings if "
 "required. Uses settings.DEFAULT_USER_SETTINGS which can be overridden to "
 "suit your situation."
 msgstr "Проверить пользователя без django-helpdesk UserSettings и создать настройки, если требуется. Используйте settings.DEFAULT_USER_SETTINGS в файле настройки, который может быть изменен в зависимости от ситуации."
 
-#: management/commands/escalate_tickets.py:143
+#: management/commands/escalate_tickets.py:148
 #, python-format
 msgid "Ticket escalated after %s days"
 msgstr "Тикет поднят после %s дней"
 
-#: management/commands/get_email.py:151
+#: management/commands/get_email.py:158
 msgid "Created from e-mail"
 msgstr "Создан из электронной почты"
 
-#: management/commands/get_email.py:155
+#: management/commands/get_email.py:162
 msgid "Unknown Sender"
 msgstr "Неизвестный отправитель"
 
-#: management/commands/get_email.py:209
+#: management/commands/get_email.py:216
 msgid ""
 "No plain-text email body available. Please see attachment "
 "email_html_body.html."
 msgstr "Доступно не текстовое тело электронного сообщения. Пожалуйста, посмотрите email_html_body.html."
 
-#: management/commands/get_email.py:213
+#: management/commands/get_email.py:220
 msgid "email_html_body.html"
 msgstr "email_html_body.html"
 
-#: management/commands/get_email.py:256
+#: management/commands/get_email.py:263
 #, python-format
 msgid "E-Mail Received from %(sender_email)s"
 msgstr "Электронное сообщение полученное от %(sender_email)s"
 
-#: management/commands/get_email.py:264
+#: management/commands/get_email.py:271
 #, python-format
 msgid "Ticket Re-Opened by E-Mail Received from %(sender_email)s"
 msgstr "Тикет заново открыт полученным от %(sender_email)s электронным сообщением"
 
-#: management/commands/get_email.py:322
+#: management/commands/get_email.py:329
 msgid " (Reopened)"
 msgstr " (Возобновлено)"
 
-#: management/commands/get_email.py:324
+#: management/commands/get_email.py:331
 msgid " (Updated)"
 msgstr "(Обновлено)"
 
 #: templates/helpdesk/attribution.html:2
 msgid ""
-"Powered by <a href='https://github.com/rossp/django-helpdesk'>django-"
-"helpdesk</a>."
-msgstr "Работает на <a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
+"<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>."
+msgstr ""
 
-#: templates/helpdesk/attribution.html:4
-msgid "For technical support please contact:"
-msgstr "За технической поддержкой обращайтесь:"
-
-#: templates/helpdesk/base.html:9
+#: templates/helpdesk/base.html:10
 msgid "Powered by django-helpdesk"
 msgstr "Работает на django-helpdesk"
 
-#: templates/helpdesk/base.html:19 templates/helpdesk/rss_list.html:9
-#: templates/helpdesk/rss_list.html:23 templates/helpdesk/rss_list.html:28
+#: templates/helpdesk/base.html:20 templates/helpdesk/rss_list.html:9
+#: templates/helpdesk/rss_list.html:24 templates/helpdesk/rss_list.html:31
 msgid "My Open Tickets"
 msgstr "Мои открытые тикеты"
 
-#: templates/helpdesk/base.html:20
+#: templates/helpdesk/base.html:21
 msgid "All Recent Activity"
 msgstr "Вся последняя активность"
 
-#: templates/helpdesk/base.html:21 templates/helpdesk/dashboard.html:76
+#: templates/helpdesk/base.html:22 templates/helpdesk/dashboard.html:99
 #: templates/helpdesk/rss_list.html:15
 msgid "Unassigned Tickets"
 msgstr "Неназначенные тикеты"
 
-#: templates/helpdesk/base.html:101 templates/helpdesk/public_base.html:6
-#: templates/helpdesk/public_base.html:14
+#: templates/helpdesk/base.html:52 templates/helpdesk/public_base.html:6
+#: templates/helpdesk/public_base.html:18
 msgid "Helpdesk"
 msgstr "Помощь и поддержка"
 
-#: templates/helpdesk/base.html:111 templates/helpdesk/rss_list.html:9
+#: templates/helpdesk/base.html:62 templates/helpdesk/rss_list.html:9
 #: templates/helpdesk/rss_list.html:12 templates/helpdesk/rss_list.html:15
-#: templates/helpdesk/rss_list.html:27 templates/helpdesk/rss_list.html:28
+#: templates/helpdesk/rss_list.html:30 templates/helpdesk/rss_list.html:31
 msgid "RSS Icon"
 msgstr "Иконка RSS"
 
-#: templates/helpdesk/base.html:111 templates/helpdesk/rss_list.html:2
+#: templates/helpdesk/base.html:62 templates/helpdesk/rss_list.html:2
 #: templates/helpdesk/rss_list.html.py:4
 msgid "RSS Feeds"
 msgstr "RSS ленты новостей"
 
-#: templates/helpdesk/base.html:112
+#: templates/helpdesk/base.html:63
 msgid "API"
 msgstr "API"
 
-#: templates/helpdesk/base.html:113
-msgid "User Settings"
-msgstr "Настройки пользователя"
-
-#: templates/helpdesk/base.html:115
-msgid "Change Language"
-msgstr "Измененить язык"
-
-#: templates/helpdesk/base.html:117
+#: templates/helpdesk/base.html:64 templates/helpdesk/system_settings.html:6
 msgid "System Settings"
 msgstr "Системные настройки"
 
 #: templates/helpdesk/confirm_delete_saved_query.html:3
-#: templates/helpdesk/ticket_list.html:144
+#: templates/helpdesk/ticket_list.html:146
 msgid "Delete Saved Query"
 msgstr "Удалить сохранный запрос"
 
-#: templates/helpdesk/confirm_delete_saved_query.html:5
+#: templates/helpdesk/confirm_delete_saved_query.html:6
+msgid "Delete Query"
+msgstr ""
+
+#: templates/helpdesk/confirm_delete_saved_query.html:8
 #, python-format
 msgid ""
-"\n"
-"<h2>Delete Query</h2>\n"
-"\n"
-"<p>Are you sure you want to delete this saved filter (<em>%(query_title)s</em>)? To re-create it, you will need to manually re-filter your ticket listing.</p>\n"
-msgstr "\n<h2>Удалить запрос</h2>\n\n<p>Вы уверены что вы хотите удалить сохранённый фильтр (<em>%(query_title)s</em>)? Что бы пересоздать его, вам придётся заново перефильтровать ваши тикеты из списка.</p>\n"
+"Are you sure you want to delete this saved filter "
+"(<em>%(query_title)s</em>)? To re-create it, you will need to manually re-"
+"filter your ticket listing."
+msgstr ""
 
 #: templates/helpdesk/confirm_delete_saved_query.html:11
-msgid "You have shared this query, so other users may be using it. If you delete it, they will have to manually create their own query."
-msgstr "Вы поделились запросом, теперь остальные пользователи могут его использовать. Если вы удалите его, им придётся сделать себе собственный запрос."
+msgid ""
+"You have shared this query, so other users may be using it. If you delete "
+"it, they will have to manually create their own query."
+msgstr ""
 
-#: templates/helpdesk/confirm_delete_saved_query.html:15
-#: templates/helpdesk/delete_ticket.html:11
+#: templates/helpdesk/confirm_delete_saved_query.html:14
+#: templates/helpdesk/delete_ticket.html:10
 msgid "No, Don't Delete It"
 msgstr "Нет,  не удалять"
 
-#: templates/helpdesk/confirm_delete_saved_query.html:17
-#: templates/helpdesk/delete_ticket.html:13
+#: templates/helpdesk/confirm_delete_saved_query.html:16
+#: templates/helpdesk/delete_ticket.html:12
 msgid "Yes - Delete It"
 msgstr "Удалить"
 
@@ -1071,26 +1174,24 @@ msgid "Create Ticket"
 msgstr "Создать тикет"
 
 #: templates/helpdesk/create_ticket.html:10
-#: templates/helpdesk/public_homepage.html:39
+#: templates/helpdesk/navigation.html:65 templates/helpdesk/navigation.html:68
+#: templates/helpdesk/public_homepage.html:27
 msgid "Submit a Ticket"
-msgstr "Отправить тикет"
+msgstr "Отправить талон"
 
 #: templates/helpdesk/create_ticket.html:11
+#: templates/helpdesk/edit_ticket.html:11
 msgid "Unless otherwise stated, all fields are required."
-msgstr "Все поля обязательны для заполнения пока не сказано обратное."
+msgstr ""
 
 #: templates/helpdesk/create_ticket.html:11
+#: templates/helpdesk/edit_ticket.html:11
+#: templates/helpdesk/public_homepage.html:28
 msgid "Please provide as descriptive a title and description as possible."
-msgstr "Пожалуйста, напишите заголовок и описание как можно более точно отображающими суть проблемы."
+msgstr ""
 
-#: templates/helpdesk/create_ticket.html:17
-#: templates/helpdesk/edit_ticket.html:19
-#: templates/helpdesk/public_homepage.html:50
-msgid "(Optional)"
-msgstr "(Опционально)"
-
-#: templates/helpdesk/create_ticket.html:26
-#: templates/helpdesk/public_homepage.html:59
+#: templates/helpdesk/create_ticket.html:30
+#: templates/helpdesk/public_homepage.html:55
 msgid "Submit Ticket"
 msgstr "Отправить тикет"
 
@@ -1098,131 +1199,176 @@ msgstr "Отправить тикет"
 msgid "Helpdesk Dashboard"
 msgstr "Панель управления Helpdesk"
 
-#: templates/helpdesk/dashboard.html:10
-msgid "Helpdesk Summary"
-msgstr "Сводка по Helpdesk"
-
-#: templates/helpdesk/dashboard.html:25
+#: templates/helpdesk/dashboard.html:9
 msgid ""
 "Welcome to your Helpdesk Dashboard! From here you can quickly see tickets "
 "submitted by you, tickets you are working on, and those tickets that have no"
 " owner."
 msgstr "Добро пожаловать на вашу панель Helpdesk! Отсюда вы можете быстро увидеть ваши собственные тикеты, а также те, которые еще не имеют владельца."
 
-#: templates/helpdesk/dashboard.html:27
-msgid ""
-"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?"
-msgstr "Добро пожаловать на вашу панель Helpdesk! Отсюда вы можете быстро увидеть ваши собственные тикеты, а также те, которые еще не имеют владельца. Почему бы не забрать новые и не обработать их?"
+#: templates/helpdesk/dashboard.html:14
+msgid "Helpdesk Summary"
+msgstr "Сводка по Helpdesk"
 
 #: templates/helpdesk/dashboard.html:36
+msgid "Current Ticket Stats"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:37
+msgid "Average number of days until ticket is closed (all tickets): "
+msgstr "Среднее число дней до закрытия тикета (все тикеты)"
+
+#: templates/helpdesk/dashboard.html:38
+msgid ""
+"Average number of days until ticket is closed (tickets opened in last 60 "
+"days): "
+msgstr "Среднее число дней до закрытия тикета (за последние 60 дней)"
+
+#: templates/helpdesk/dashboard.html:39
+msgid "Click"
+msgstr "Щелкните"
+
+#: templates/helpdesk/dashboard.html:39
+msgid "for detailed average by month."
+msgstr "для детального отчета за месяц."
+
+#: templates/helpdesk/dashboard.html:40
+msgid "Distribution of open tickets, grouped by time period:"
+msgstr ""
+
+#: templates/helpdesk/dashboard.html:41
+msgid "Days since opened"
+msgstr "Дней с момента открытия"
+
+#: templates/helpdesk/dashboard.html:41
+msgid "Number of open tickets"
+msgstr "Число открытых тикетов"
+
+#: templates/helpdesk/dashboard.html:57
 msgid "All Tickets submitted by you"
 msgstr "Все тикеты, отправленные вами"
 
-#: templates/helpdesk/dashboard.html:37 templates/helpdesk/dashboard.html:57
-#: templates/helpdesk/dashboard.html:77 templates/helpdesk/dashboard.html:99
-#: templates/helpdesk/ticket_list.html:199
+#: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
+#: templates/helpdesk/dashboard.html:100 templates/helpdesk/dashboard.html:124
+#: templates/helpdesk/ticket_list.html:225
 msgid "Pr"
 msgstr "Приоритет"
 
-#: templates/helpdesk/dashboard.html:37 templates/helpdesk/dashboard.html:57
-#: templates/helpdesk/dashboard.html:99
+#: templates/helpdesk/dashboard.html:58 templates/helpdesk/dashboard.html:78
+#: templates/helpdesk/dashboard.html:124
 msgid "Last Update"
 msgstr "Последнее обновление"
 
-#: templates/helpdesk/dashboard.html:56
+#: templates/helpdesk/dashboard.html:77
 msgid "Open Tickets assigned to you (you are working on this ticket)"
 msgstr "Открыть тикеты, присвоенные Вам (вы работаете с этим тикетом)"
 
-#: templates/helpdesk/dashboard.html:69
+#: templates/helpdesk/dashboard.html:92
 msgid "You have no tickets assigned to you."
-msgstr "Нет тикеты, назначенных вам."
+msgstr "Нет тикетов, назначенных вам."
 
-#: templates/helpdesk/dashboard.html:76
+#: templates/helpdesk/dashboard.html:99
 msgid "(pick up a ticket if you start to work on it)"
 msgstr "(забрать тикет, если вы начинаете работать с ним)"
 
-#: templates/helpdesk/dashboard.html:85
-#: templates/helpdesk/ticket_desc_table.html:22
+#: templates/helpdesk/dashboard.html:110
+#: templates/helpdesk/ticket_desc_table.html:38
 msgid "Take"
 msgstr "Взять"
 
-#: templates/helpdesk/dashboard.html:85
+#: templates/helpdesk/dashboard.html:110
 #: templates/helpdesk/email_ignore_list.html:13
 #: templates/helpdesk/email_ignore_list.html:23
 #: templates/helpdesk/ticket_cc_list.html:15
 #: templates/helpdesk/ticket_cc_list.html:23
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Delete"
 msgstr "Удалить"
 
-#: templates/helpdesk/dashboard.html:89
+#: templates/helpdesk/dashboard.html:114
 msgid "There are no unassigned tickets."
 msgstr "Нет неназначенных тикетов."
 
-#: templates/helpdesk/dashboard.html:98
+#: templates/helpdesk/dashboard.html:123
 msgid "Closed & resolved Tickets you used to work on"
 msgstr "Закрыт и решены тикеты, связанные с вами"
 
 #: templates/helpdesk/delete_ticket.html:3
+#: templates/helpdesk/delete_ticket.html:6
 msgid "Delete Ticket"
 msgstr "Удалить тикет"
 
 #: templates/helpdesk/delete_ticket.html:8
 #, python-format
-msgid "Are you sure you want to delete this ticket (<em>%(ticket_title)s</em>)? All traces of the ticket, including followups, attachments, and updates will be irreversibly removed."
-msgstr "Вы уверены что хотите удалить этот тикет (<em>%(ticket_title)s</em>)? Все следы тикета, включая наблюдения, вложенные файлы и обновления будут безвозвратно удалены."
+msgid ""
+"Are you sure you want to delete this ticket (<em>%(ticket_title)s</em>)? All"
+" traces of the ticket, including followups, attachments, and updates will be"
+" irreversibly removed."
+msgstr ""
 
 #: templates/helpdesk/edit_ticket.html:3
 msgid "Edit Ticket"
 msgstr "Редактировать тикет"
 
-#: templates/helpdesk/edit_ticket.html:6
+#: templates/helpdesk/edit_ticket.html:9
 msgid "Edit a Ticket"
-msgstr "Редактирование Тикета"
+msgstr "Редактировать заявку"
 
-#: templates/helpdesk/edit_ticket.html:6
+#: templates/helpdesk/edit_ticket.html:13
 msgid "Note"
-msgstr "Замечание"
+msgstr ""
 
-#: templates/helpdesk/edit_ticket.html:6
-msgid "Editing a ticket does <em>not</em> send an e-mail to the ticket owner or submitter. No new details should be entered, this form should only be used to fix incorrect details or clean up the submission."
-msgstr "Редактирование тикета <em>не отправляет</em> сообщение по электронной почте владельцу или отправителю талона. Не добавляйте новых подробностей в талон. Эта форма только для исправления или уточнения проблемы."
+#: templates/helpdesk/edit_ticket.html:13
+msgid ""
+"Editing a ticket does <em>not</em> send an e-mail to the ticket owner or "
+"submitter. No new details should be entered, this form should only be used "
+"to fix incorrect details or clean up the submission."
+msgstr ""
 
-#: templates/helpdesk/edit_ticket.html:28
+#: templates/helpdesk/edit_ticket.html:33
 msgid "Save Changes"
 msgstr "Сохранить изменения"
 
 #: templates/helpdesk/email_ignore_add.html:3
+#: templates/helpdesk/email_ignore_add.html:6
 #: templates/helpdesk/email_ignore_add.html:23
 msgid "Ignore E-Mail Address"
 msgstr "Игнорировать адрес электронной почты"
 
-#: templates/helpdesk/email_ignore_add.html:5
-msgid "To ignore an e-mail address and prevent any emails from that address creating tickets automatically, enter the e-mail address below."
-msgstr "Чтобы игнорировать адрес электронной почты, предотвратить автоматическое создание тикетов письмами с него, укажите его ниже."
+#: templates/helpdesk/email_ignore_add.html:8
+msgid ""
+"To ignore an e-mail address and prevent any emails from that address "
+"creating tickets automatically, enter the e-mail address below."
+msgstr ""
 
-msgid "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>."
-msgstr "Вы можете указать как полный адрес, например, <em>email@domain.com</em>, так и его часть - с подстановочным знаком, например, <em>*@domain.com</em> или <em>user@*</em>."
+#: templates/helpdesk/email_ignore_add.html:10
+msgid ""
+"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>."
+msgstr ""
 
 #: templates/helpdesk/email_ignore_del.html:3
 msgid "Delete Ignored E-Mail Address"
 msgstr "Удалить игнорируемый адрес электронной почты"
 
-#: templates/helpdesk/email_ignore_del.html:5
+#: templates/helpdesk/email_ignore_del.html:6
 msgid "Un-Ignore E-Mail Address"
-msgstr "Разблокировать адрес электронной почты"
+msgstr ""
 
+#: templates/helpdesk/email_ignore_del.html:8
 #, python-format
-msgid "Are you sure you wish to stop removing this email address (<em>%(email_address)s</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time."
-msgstr "Вы уверены что хотите разблокировать этот адрес электронной почты (<em>%(email_address)s</em>) и позволить сообщениям с этого адреса автоматически создавать тикеты в вашей системе? Вы можете добавить этот адрес электронной почты в любое время."
+msgid ""
+"Are you sure you wish to stop removing this email address "
+"(<em>%(email_address)s</em>) and allow their e-mails to automatically create"
+" tickets in your system? You can re-add this e-mail address at any time."
+msgstr ""
 
-#: templates/helpdesk/email_ignore_del.html:11
+#: templates/helpdesk/email_ignore_del.html:10
 msgid "Keep Ignoring It"
 msgstr "Продолжать игнорировать"
 
-#: templates/helpdesk/email_ignore_del.html:13
+#: templates/helpdesk/email_ignore_del.html:12
 msgid "Stop Ignoring It"
 msgstr "Разблокировать, пусть присылает письма"
 
@@ -1243,16 +1389,12 @@ msgstr "\n<h2>Игнорируемые адреса электронной по
 msgid "Date Added"
 msgstr "Дата добавления"
 
-#: templates/helpdesk/email_ignore_list.html:13
-msgid "Queues"
-msgstr "Очереди"
-
 #: templates/helpdesk/email_ignore_list.html:13
 msgid "Keep in mailbox?"
 msgstr "Сохранять в почтовом ящике?"
 
 #: templates/helpdesk/email_ignore_list.html:21
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "All"
 msgstr "Все"
 
@@ -1287,7 +1429,7 @@ msgid "Comment:"
 msgstr "Комментарий"
 
 #: templates/helpdesk/kb_category.html:4
-#: templates/helpdesk/kb_category.html:11
+#: templates/helpdesk/kb_category.html:12
 #, python-format
 msgid "Knowledgebase Category: %(kbcat)s"
 msgstr "Категория Базы Знаний: %(kbcat)s"
@@ -1297,12 +1439,12 @@ msgstr "Категория Базы Знаний: %(kbcat)s"
 msgid "You are viewing all items in the %(kbcat)s category."
 msgstr "Вы просматриваете всё содержимое в категории %(kbcat)s."
 
-#: templates/helpdesk/kb_category.html:12
+#: templates/helpdesk/kb_category.html:13
 msgid "Article"
 msgstr "Статья"
 
-#: templates/helpdesk/kb_index.html:4 templates/helpdesk/navigation.html:11
-#: templates/helpdesk/navigation.html:33
+#: templates/helpdesk/kb_index.html:4 templates/helpdesk/navigation.html:21
+#: templates/helpdesk/navigation.html:71
 msgid "Knowledgebase"
 msgstr "База Знаний"
 
@@ -1313,8 +1455,8 @@ msgid ""
 "your problem prior to opening a support ticket."
 msgstr "Мы перечислили ряд статей в Базе Знаний для вашего ознакомления по следующим категориям. Пожалуйста, проверьте до создания талона, что ваш случай не описан в какой-либо из этих статей."
 
-#: templates/helpdesk/kb_index.html:9
-#: templates/helpdesk/public_homepage.html:9
+#: templates/helpdesk/kb_index.html:10
+#: templates/helpdesk/public_homepage.html:10
 msgid "Knowledgebase Categories"
 msgstr "Категории Базы Знаний"
 
@@ -1323,7 +1465,7 @@ msgstr "Категории Базы Знаний"
 msgid "Knowledgebase: %(item)s"
 msgstr "База Знаний: %(item)s"
 
-#: templates/helpdesk/kb_item.html:13
+#: templates/helpdesk/kb_item.html:16
 #, python-format
 msgid ""
 "View <a href='%(category_url)s'>other <em>%(category_title)s</em> "
@@ -1331,88 +1473,82 @@ msgid ""
 "articles</a>."
 msgstr "Смотреть <a href='%(category_url)s'>другие <em>%(category_title)s</em> статьи</a>, или продолжить <a href='../'>просмотр остальных статьей Базы Знаний</a>."
 
-#: templates/helpdesk/kb_item.html:15
+#: templates/helpdesk/kb_item.html:18
 msgid "Feedback"
 msgstr "Обратная Связь"
 
-#: templates/helpdesk/kb_item.html:17
+#: templates/helpdesk/kb_item.html:20
 msgid ""
 "We give our users an opportunity to vote for items that they believe have "
 "helped them out, in order for us to better serve future customers. We would "
 "appreciate your feedback on this article. Did you find it useful?"
 msgstr "Мы предоставляем нашим пользователям возможность голосовать за статьи, которые по их мнению, способствовали им, с тем чтобы мы могли лучше обслуживать клиентов в будущем. Мы будем признательны за ваши отзывы на эту статью. Было ли это полезным?"
 
-#: templates/helpdesk/kb_item.html:20
+#: templates/helpdesk/kb_item.html:23
 msgid "This article was useful to me"
 msgstr "Эта статья была полезна для меня"
 
-#: templates/helpdesk/kb_item.html:21
+#: templates/helpdesk/kb_item.html:24
 msgid "This article was <strong>not</strong> useful to me"
 msgstr "Эта статья была <strong>бесполезна</strong> для меня"
 
-#: templates/helpdesk/kb_item.html:24
+#: templates/helpdesk/kb_item.html:27
 msgid "The results of voting by other readers of this article are below:"
 msgstr "Результаты голосования других прочитавших эту статью указаны ниже:"
 
-#: templates/helpdesk/kb_item.html:27
+#: templates/helpdesk/kb_item.html:30
 #, python-format
 msgid "Recommendations: %(recommendations)s"
 msgstr "Рекомендации: %(recommendations)s"
 
-#: templates/helpdesk/kb_item.html:28
+#: templates/helpdesk/kb_item.html:31
 #, python-format
 msgid "Votes: %(votes)s"
 msgstr "Голоса: %(votes)s"
 
-#: templates/helpdesk/kb_item.html:29
+#: templates/helpdesk/kb_item.html:32
 #, python-format
 msgid "Overall Rating: %(score)s"
 msgstr "Общий рейтинг: %(score)s"
 
-#: templates/helpdesk/navigation.html:4
+#: templates/helpdesk/navigation.html:16 templates/helpdesk/navigation.html:64
 msgid "Dashboard"
 msgstr "Панель"
 
-#: templates/helpdesk/navigation.html:5
-#: templates/helpdesk/ticket_list.html:198
-msgid "Tickets"
-msgstr "Тикеты"
-
-#: templates/helpdesk/navigation.html:6
+#: templates/helpdesk/navigation.html:18
 msgid "New Ticket"
 msgstr "Новый Тикет"
 
-#: templates/helpdesk/navigation.html:8
+#: templates/helpdesk/navigation.html:19
 msgid "Stats"
 msgstr "Статистика"
 
-#: templates/helpdesk/navigation.html:14
-#: templates/helpdesk/ticket_list.html:46
-msgid "Load Saved Query"
-msgstr "Загрузить сохраненный запрос"
+#: templates/helpdesk/navigation.html:24
+msgid "Saved Query"
+msgstr ""
 
-#: templates/helpdesk/navigation.html:25 templates/helpdesk/navigation.html:35
-msgid "Logout"
-msgstr "Выход"
+#: templates/helpdesk/navigation.html:39
+msgid "Change password"
+msgstr ""
 
-#: templates/helpdesk/navigation.html:26
+#: templates/helpdesk/navigation.html:50
 msgid "Search..."
 msgstr "Поиск..."
 
-#: templates/helpdesk/navigation.html:26
+#: templates/helpdesk/navigation.html:50
 msgid "Enter a keyword, or a ticket number to jump straight to that ticket."
 msgstr "Введите ключевое слово или номер тикета, чтобы перейти прямо на этот тикет."
 
-#: templates/helpdesk/navigation.html:31
-msgid "Submit A Ticket"
-msgstr "Отправить тикет"
+#: templates/helpdesk/navigation.html:73
+msgid "Logout"
+msgstr "Выход"
 
-#: templates/helpdesk/navigation.html:35
+#: templates/helpdesk/navigation.html:73
 msgid "Log In"
 msgstr "Войти"
 
 #: templates/helpdesk/public_change_language.html:2
-#: templates/helpdesk/public_homepage.html:21
+#: templates/helpdesk/public_homepage.html:73
 #: templates/helpdesk/public_view_form.html:4
 #: templates/helpdesk/public_view_ticket.html:2
 msgid "View a Ticket"
@@ -1426,69 +1562,81 @@ msgstr "Изменение языка отображения"
 msgid "Knowledgebase Articles"
 msgstr "Категории Статей"
 
-#: templates/helpdesk/public_homepage.html:29
+#: templates/helpdesk/public_homepage.html:28
+msgid "All fields are required."
+msgstr ""
+
+#: templates/helpdesk/public_homepage.html:66
+msgid "Please use button at upper right to login first."
+msgstr "Пожалуйста, используйте кнопку в правом верхнем углу для входа сначала."
+
+#: templates/helpdesk/public_homepage.html:82
 #: templates/helpdesk/public_view_form.html:15
 msgid "Your E-mail Address"
 msgstr "Ваш адрес электронной почты"
 
-#: templates/helpdesk/public_homepage.html:33
+#: templates/helpdesk/public_homepage.html:86
 #: templates/helpdesk/public_view_form.html:19
 msgid "View Ticket"
 msgstr "Просмотреть талон"
 
-#: templates/helpdesk/public_homepage.html:41
-msgid "All fields are required."
-msgstr "Все поля являются обязательными для заполнения."
-
-#: templates/helpdesk/public_homepage.html:67
-msgid "Please use button at upper right to login first."
-msgstr "Пожалуйста, используйте кнопку в правом верхнем углу для входа сначала."
-
 #: templates/helpdesk/public_spam.html:4
 msgid "Unable To Open Ticket"
 msgstr "Невозможно открыть тикет"
 
-#: templates/helpdesk/public_spam.html:6
+#: templates/helpdesk/public_spam.html:5
 msgid "Sorry, but there has been an error trying to submit your ticket."
-msgstr "Извините, но произошла ошибка при попытке сохранить тикет."
+msgstr ""
 
-msgid "Our system has marked your submission as <strong>spam</strong>, so we are unable to save it. If this is not spam, please press back and re-type your message. Be careful to avoid sounding 'spammy', and if you have heaps of links please try removing them if possible."
-msgstr "Наша система отметила ваше сообщение как <strong>спам</strong>, так что мы не можем его сохранить. Если это не спам, пожалуйста вернитесь назад и введите свое сообщение еще раз. Будьте осторожны, чтобы избежать  похожести на \"спам\", и если у вас есть очень много ссылок, пожалуйста, попробуйте по возможности удалить их."
+#: templates/helpdesk/public_spam.html:6
+msgid ""
+"Our system has marked your submission as <strong>spam</strong>, so we are "
+"unable to save it. If this is not spam, please press back and re-type your "
+"message. Be careful to avoid sounding 'spammy', and if you have heaps of "
+"links please try removing them if possible."
+msgstr ""
 
-msgid "We are sorry for any inconvenience, however this check is required to avoid our helpdesk resources being overloaded by spammers."
-msgstr "Мы приносим извинения за возможные неудобства, однако эта проверка необходима, чтобы избежать растраты ресурсов на спамеров."
+#: templates/helpdesk/public_spam.html:7
+msgid ""
+"We are sorry for any inconvenience, however this check is required to avoid "
+"our helpdesk resources being overloaded by spammers."
+msgstr ""
 
 #: templates/helpdesk/public_view_form.html:8
 msgid "Error:"
 msgstr "Ошибка:"
 
-#: templates/helpdesk/public_view_ticket.html:8
+#: templates/helpdesk/public_view_ticket.html:9
 #, python-format
 msgid "Queue: %(queue_name)s"
 msgstr "Очередь: %(queue_name)s"
 
-#: templates/helpdesk/public_view_ticket.html:11
-#: templates/helpdesk/ticket_desc_table.html:16
+#: templates/helpdesk/public_view_ticket.html:13
+#: templates/helpdesk/ticket_desc_table.html:32
 msgid "Submitted On"
 msgstr "Отправлен в"
 
-#: templates/helpdesk/public_view_ticket.html:46
-#: templates/helpdesk/ticket_desc_table.html:74
+#: templates/helpdesk/public_view_ticket.html:35
+msgid "Tags"
+msgstr "Тэги"
+
+#: templates/helpdesk/public_view_ticket.html:48
+#: templates/helpdesk/ticket_desc_table.html:26
 msgid "Accept"
 msgstr "Принять"
 
-#: templates/helpdesk/public_view_ticket.html:46
-#: templates/helpdesk/ticket_desc_table.html:74
+#: templates/helpdesk/public_view_ticket.html:48
+#: templates/helpdesk/ticket_desc_table.html:26
 msgid "Accept and Close"
 msgstr "Принять и закрыть"
 
-#: templates/helpdesk/public_view_ticket.html:55
-#: templates/helpdesk/ticket.html:64
+#: templates/helpdesk/public_view_ticket.html:57
+#: templates/helpdesk/ticket.html:66
 msgid "Follow-Ups"
 msgstr "Наблюдения"
 
-#: templates/helpdesk/public_view_ticket.html:63
-#: templates/helpdesk/ticket.html:92
+#: templates/helpdesk/public_view_ticket.html:65
+#: templates/helpdesk/ticket.html:100
 #, python-format
 msgid "Changed %(field)s from %(old_value)s to %(new_value)s."
 msgstr "Изменено %(field)s с %(old_value)s на %(new_value)s."
@@ -1531,6 +1679,10 @@ msgstr "по Месяцам"
 msgid "Reports By Queue"
 msgstr "Отчеты в разрезе Очередей"
 
+#: templates/helpdesk/report_index.html:27 views/staff.py:1049
+msgid "Days until ticket closed by Month"
+msgstr ""
+
 #: templates/helpdesk/report_output.html:19
 msgid ""
 "You can run this query on filtered data by using one of your saved queries."
@@ -1588,15 +1740,15 @@ msgid ""
 "new tickets coming into that queue."
 msgstr "Эти ленты RSS позволят вам видеть сводку по вашим собственным или всем тикетам, для любой очереди. Например, если вы управляете персоналом, использующим определенную очередь, можно использовать ленту RSS для просмотра новых тикетов этой очереди."
 
-#: templates/helpdesk/rss_list.html:22
+#: templates/helpdesk/rss_list.html:23
 msgid "Per-Queue Feeds"
 msgstr "Ленты Новостей по Очередям"
 
-#: templates/helpdesk/rss_list.html:23
+#: templates/helpdesk/rss_list.html:24
 msgid "All Open Tickets"
 msgstr "Все открытые Тикеты"
 
-#: templates/helpdesk/rss_list.html:27
+#: templates/helpdesk/rss_list.html:30
 msgid "Open Tickets"
 msgstr "Открытые Тикеты"
 
@@ -1604,8 +1756,9 @@ msgstr "Открытые Тикеты"
 msgid "Change System Settings"
 msgstr "Изменить системные настройки"
 
+#: templates/helpdesk/system_settings.html:8
 msgid "The following items can be maintained by you or other superusers:"
-msgstr "Следующие задачи можете выполнить вы и другие суперпользователи:"
+msgstr ""
 
 #: templates/helpdesk/system_settings.html:11
 msgid "E-Mail Ignore list"
@@ -1643,77 +1796,81 @@ msgstr "Просмотреть Тикет"
 msgid "Attach another File"
 msgstr "Прикрепить другой файл"
 
-#: templates/helpdesk/ticket.html:34 templates/helpdesk/ticket.html.py:197
+#: templates/helpdesk/ticket.html:34 templates/helpdesk/ticket.html.py:200
 msgid "Add Another File"
 msgstr "Добавить другой файл"
 
-#: templates/helpdesk/ticket.html:71 templates/helpdesk/ticket.html.py:81
+#: templates/helpdesk/ticket.html:73 templates/helpdesk/ticket.html.py:86
 msgid "Private"
 msgstr "Приватный"
 
-#: templates/helpdesk/ticket.html:111
+#: templates/helpdesk/ticket.html:119
 msgid "Respond to this ticket"
 msgstr "Ответить на этот тикет"
 
-#: templates/helpdesk/ticket.html:118
+#: templates/helpdesk/ticket.html:126
 msgid "Use a Pre-set Reply"
 msgstr "Использовать предопределённые ответы"
 
-#: templates/helpdesk/ticket.html:120
+#: templates/helpdesk/ticket.html:126 templates/helpdesk/ticket.html.py:166
+msgid "(Optional)"
+msgstr "(Опционально)"
+
+#: templates/helpdesk/ticket.html:128
 msgid ""
 "Selecting a pre-set reply will over-write your comment below. You can then "
 "modify the pre-set reply to your liking before saving this update."
 msgstr "Выбор предопределенного ответа перезапишет ваш комментарий. После чего (до сохранения этого обновления) можно исправить предопределенный ответ по своему усмотрению."
 
-#: templates/helpdesk/ticket.html:123
+#: templates/helpdesk/ticket.html:131
 msgid "Comment / Resolution"
 msgstr "Комментарий / Решение"
 
-#: templates/helpdesk/ticket.html:125
+#: templates/helpdesk/ticket.html:133
 msgid ""
 "You can insert ticket and queue details in your message. For more "
 "information, see the <a href='../../help/context/'>context help page</a>."
 msgstr "Вы можете вставить детали о талоне и очереди в ваше сообщение. Для дополнительной информации смотрите <a href='../../help/context/'>Страница помощи про Контекст</a>."
 
-#: templates/helpdesk/ticket.html:128
+#: templates/helpdesk/ticket.html:136
 msgid ""
 "This ticket cannot be resolved or closed until the tickets it depends on are"
 " resolved."
 msgstr "Этот тикет не может быть разрешен или закрыт, пока не будут закрыты или решены талоны от которых он зависит."
 
-#: templates/helpdesk/ticket.html:158
+#: templates/helpdesk/ticket.html:166
 msgid "Is this update public?"
 msgstr "Это публичный тикет?"
 
-#: templates/helpdesk/ticket.html:160
+#: templates/helpdesk/ticket.html:168
 msgid ""
 "If this is public, the submitter will be e-mailed your comment or "
 "resolution."
 msgstr "Если это публичный, отправитель получит по электронной почте ваш комментарий или решение."
 
-#: templates/helpdesk/ticket.html:164
+#: templates/helpdesk/ticket.html:172
 msgid "Change Further Details &raquo;"
 msgstr "Изменить дополнительную информацию &raquo;"
 
-#: templates/helpdesk/ticket.html:173 templates/helpdesk/ticket_list.html:55
-#: templates/helpdesk/ticket_list.html:87
-#: templates/helpdesk/ticket_list.html:199
+#: templates/helpdesk/ticket.html:181 templates/helpdesk/ticket_list.html:68
+#: templates/helpdesk/ticket_list.html:97
+#: templates/helpdesk/ticket_list.html:225
 msgid "Owner"
 msgstr "Владелец"
 
-#: templates/helpdesk/ticket.html:174
+#: templates/helpdesk/ticket.html:182
 msgid "Unassign"
 msgstr "Не назначен"
 
-#: templates/helpdesk/ticket.html:190
+#: templates/helpdesk/ticket.html:193
 msgid "Attach File(s) &raquo;"
 msgstr "Прикрепить файл(ы) &raquo;"
 
-#: templates/helpdesk/ticket.html:196
+#: templates/helpdesk/ticket.html:199
 msgid "Attach a File"
 msgstr "Прикрепить файл"
 
-#: templates/helpdesk/ticket.html:204
+#: templates/helpdesk/ticket.html:207
 msgid "Update This Ticket"
 msgstr "Обновить этот тикет"
 
@@ -1816,263 +1973,256 @@ msgid ""
 "<p>Are you sure you wish to remove the dependency on this ticket?</p>\n"
 msgstr "\n<h2>Удалить зависимость тикета</h2>\n\n<p>Вы уверены, что хотите удалить зависимость для этого талона?</p>\n"
 
-#: templates/helpdesk/ticket_desc_table.html:11
+#: templates/helpdesk/ticket_desc_table.html:7
 msgid "Unhold"
 msgstr "Снять с удержания"
 
-#: templates/helpdesk/ticket_desc_table.html:11
+#: templates/helpdesk/ticket_desc_table.html:7
 msgid "Hold"
 msgstr "Удерживать"
 
-#: templates/helpdesk/ticket_desc_table.html:13
+#: templates/helpdesk/ticket_desc_table.html:9
 #, python-format
 msgid "Queue: %(queue)s"
 msgstr "Очередь: %(queue)s"
 
-#: templates/helpdesk/ticket_desc_table.html:21
+#: templates/helpdesk/ticket_desc_table.html:37
 msgid "Assigned To"
 msgstr "Назначен "
 
-#: templates/helpdesk/ticket_desc_table.html:27
+#: templates/helpdesk/ticket_desc_table.html:43
 msgid "Ignore"
 msgstr "Игнорировать"
 
-#: templates/helpdesk/ticket_desc_table.html:36
+#: templates/helpdesk/ticket_desc_table.html:52
 msgid "Copies To"
 msgstr "Копии для"
 
-#: templates/helpdesk/ticket_desc_table.html:37
+#: templates/helpdesk/ticket_desc_table.html:53
 msgid "Manage"
 msgstr "Настроить"
 
-#: templates/helpdesk/ticket_desc_table.html:37
+#: templates/helpdesk/ticket_desc_table.html:53
 msgid ""
 "Click here to add / remove people who should receive an e-mail whenever this"
 " ticket is updated."
 msgstr "Нажмите здесь, чтобы добавить / удалить людей, которые должны получать сообщения электронной почты каждый раз, когда этот тикет обновляется."
 
-#: templates/helpdesk/ticket_desc_table.html:48
+#: templates/helpdesk/ticket_desc_table.html:53
+msgid "Subscribe"
+msgstr ""
+
+#: templates/helpdesk/ticket_desc_table.html:53
+msgid ""
+"Click here to subscribe yourself to this ticket, if you want to receive an "
+"e-mail whenever this ticket is updated."
+msgstr ""
+
+#: templates/helpdesk/ticket_desc_table.html:57
 msgid "Dependencies"
 msgstr "Зависимости"
 
-#: templates/helpdesk/ticket_desc_table.html:50
+#: templates/helpdesk/ticket_desc_table.html:59
 msgid ""
 "This ticket cannot be resolved until the following ticket(s) are resolved"
 msgstr "Этот тикет не может быть разрешен или закрыт, пока не будут закрыты или решены следующие тикеты"
 
-#: templates/helpdesk/ticket_desc_table.html:51
+#: templates/helpdesk/ticket_desc_table.html:60
 msgid "Remove Dependency"
 msgstr "Удалить зависимость"
 
-#: templates/helpdesk/ticket_desc_table.html:54
+#: templates/helpdesk/ticket_desc_table.html:63
 msgid "This ticket has no dependencies."
 msgstr "Этот тикет не имеет зависимостей."
 
-#: templates/helpdesk/ticket_desc_table.html:56
+#: templates/helpdesk/ticket_desc_table.html:65
 msgid "Add Dependency"
 msgstr "Добавить зависимость"
 
-#: templates/helpdesk/ticket_desc_table.html:56
+#: templates/helpdesk/ticket_desc_table.html:65
 msgid ""
 "Click on 'Add Dependency', if you want to make this ticket dependent on "
 "another ticket. A ticket may not be closed until all tickets it depends on "
 "are closed."
 msgstr "Нажмите на 'Добавить зависимость', если вы хотите сделать этот тикет зависимым от другого тикета. Тикет не может быть закрыт, пока не будут закрыты все тикеты, от которых он зависит."
 
-#: templates/helpdesk/ticket_list.html:2
-msgid "Ticket Listing"
-msgstr "Список Тикетов"
-
-#: templates/helpdesk/ticket_list.html:41
-msgid "Query Options"
-msgstr "Параметры запроса"
-
-#: templates/helpdesk/ticket_list.html:43
-msgid "Save This Query"
-msgstr "Сохранить этот запрос"
-
-#: templates/helpdesk/ticket_list.html:51
+#: templates/helpdesk/ticket_list.html:59
 msgid "Change Query"
 msgstr "Изменить запрос"
 
-#: templates/helpdesk/ticket_list.html:54
-#: templates/helpdesk/ticket_list.html:69
+#: templates/helpdesk/ticket_list.html:67
+#: templates/helpdesk/ticket_list.html:79
 msgid "Sorting"
 msgstr "Сортировка"
 
-#: templates/helpdesk/ticket_list.html:58
-#: templates/helpdesk/ticket_list.html:137
+#: templates/helpdesk/ticket_list.html:71
+#: templates/helpdesk/ticket_list.html:139
 msgid "Keywords"
 msgstr "Ключевые слова"
 
-#: templates/helpdesk/ticket_list.html:59
+#: templates/helpdesk/ticket_list.html:72
 msgid "Date Range"
 msgstr "Диапазон дат"
 
-#: templates/helpdesk/ticket_list.html:90
+#: templates/helpdesk/ticket_list.html:100
 msgid "Reverse"
 msgstr "Реверс"
 
-#: templates/helpdesk/ticket_list.html:92
+#: templates/helpdesk/ticket_list.html:102
 msgid "Ordering applied to tickets"
 msgstr "Сортировка применяема к тикетам"
 
-#: templates/helpdesk/ticket_list.html:97
+#: templates/helpdesk/ticket_list.html:107
 msgid "Owner(s)"
 msgstr "Владелец(ы)"
 
-#: templates/helpdesk/ticket_list.html:101
+#: templates/helpdesk/ticket_list.html:111
 msgid "(ME)"
 msgstr "(МЕНЯ)"
 
-#: templates/helpdesk/ticket_list.html:105
+#: templates/helpdesk/ticket_list.html:115
 msgid "Ctrl-Click to select multiple options"
 msgstr "Нажмите Ctrl для выбора нескольких вариантов"
 
-#: templates/helpdesk/ticket_list.html:110
+#: templates/helpdesk/ticket_list.html:120
 msgid "Queue(s)"
 msgstr "Очередь(и)"
 
-#: templates/helpdesk/ticket_list.html:111
-#: templates/helpdesk/ticket_list.html:117
-#: templates/helpdesk/ticket_list.html:131
+#: templates/helpdesk/ticket_list.html:121
+#: templates/helpdesk/ticket_list.html:127
 msgid "Ctrl-click to select multiple options"
 msgstr "Нажмите Ctrl для выбора нескольких вариантов"
 
-#: templates/helpdesk/ticket_list.html:116
+#: templates/helpdesk/ticket_list.html:126
 msgid "Status(es)"
 msgstr "Статус(ы)"
 
-#: templates/helpdesk/ticket_list.html:122
+#: templates/helpdesk/ticket_list.html:132
 msgid "Date (From)"
 msgstr "Дата (с)"
 
-#: templates/helpdesk/ticket_list.html:123
+#: templates/helpdesk/ticket_list.html:133
 msgid "Date (To)"
 msgstr "Дата (по)"
 
-#: templates/helpdesk/ticket_list.html:124
+#: templates/helpdesk/ticket_list.html:134
 msgid "Use YYYY-MM-DD date format, eg 2011-05-29"
 msgstr "Использовать формат даты гггг-мм-дд, например 2011-05-29"
 
-#: templates/helpdesk/ticket_list.html:130
-msgid "Tag(s)"
-msgstr "Тэг(и)"
-
-#: templates/helpdesk/ticket_list.html:138
+#: templates/helpdesk/ticket_list.html:140
 msgid ""
 "Keywords are case-insensitive, and will be looked for in the title, body and"
 " submitter fields."
 msgstr "Ключевые слова не зависят от регистра букв и будут искаться в полях заголовка, тексте и отправителях."
 
-#: templates/helpdesk/ticket_list.html:142
+#: templates/helpdesk/ticket_list.html:144
 msgid "Apply Filter"
 msgstr "Применить фильтр"
 
-#: templates/helpdesk/ticket_list.html:144
+#: templates/helpdesk/ticket_list.html:146
 #, python-format
-msgid "You are currently viewing saved query <em>%(query_name)s</em>."
-msgstr "Вы просматриваете сохраненный запрос <em>%(query_name)s</em>."
+msgid "You are currently viewing saved query <strong>\"%(query_name)s\"</strong>."
+msgstr ""
 
-#: templates/helpdesk/ticket_list.html:147
+#: templates/helpdesk/ticket_list.html:149
 #, python-format
 msgid ""
 "<a href='../reports/?saved_query=%(query_id)s'>Run a report</a> on this "
 "query to see stats and charts for the data listed below."
 msgstr "<a href='../reports/?saved_query=%(query_id)s'>Выполнить отчет</a> для этого запроса, чтобы просмотреть статистику и графики для данных, перечисленных ниже."
 
-#: templates/helpdesk/ticket_list.html:154
-#: templates/helpdesk/ticket_list.html:169
+#: templates/helpdesk/ticket_list.html:162
+#: templates/helpdesk/ticket_list.html:181
 msgid "Save Query"
 msgstr "Сохранить запрос"
 
-#: templates/helpdesk/ticket_list.html:160
+#: templates/helpdesk/ticket_list.html:172
 msgid ""
 "This name appears in the drop-down list of saved queries. If you share your "
 "query, other users will see this name, so choose something clear and "
 "descriptive!"
 msgstr "Это название появится в выпадающем списке сохраненных запросов. Если вы дадите доступ к своему запросу другим пользователям, они увидят это название, так что выберите что-нибудь четкое, информативное!"
 
-#: templates/helpdesk/ticket_list.html:162
+#: templates/helpdesk/ticket_list.html:174
 msgid "Shared?"
 msgstr "Общие?"
 
-#: templates/helpdesk/ticket_list.html:163
+#: templates/helpdesk/ticket_list.html:175
 msgid "Yes, share this query with other users."
 msgstr "Да, поделится этим запросом с другими пользователями."
 
-#: templates/helpdesk/ticket_list.html:164
+#: templates/helpdesk/ticket_list.html:176
 msgid ""
 "If you share this query, it will be visible by <em>all</em> other logged-in "
 "users."
 msgstr "Если вы поделитесь этим запросом, его смогут видеть <em>все</em> авторизированные пользователи."
 
-#: templates/helpdesk/ticket_list.html:176
+#: templates/helpdesk/ticket_list.html:195
 msgid "Use Saved Query"
 msgstr "Использовать сохранённый запрос"
 
-#: templates/helpdesk/ticket_list.html:178
+#: templates/helpdesk/ticket_list.html:202
 msgid "Query"
 msgstr "Запрос"
 
-#: templates/helpdesk/ticket_list.html:183
+#: templates/helpdesk/ticket_list.html:207
 msgid "Run Query"
 msgstr "Выполнить запрос"
 
-#: templates/helpdesk/ticket_list.html:213
+#: templates/helpdesk/ticket_list.html:240
 msgid "No Tickets Match Your Selection"
-msgstr "Тикетов соответствующих вашему запросу не найдено"
+msgstr "Тикетов, соответствующих вашему запросу, не найдено"
 
-#: templates/helpdesk/ticket_list.html:219
+#: templates/helpdesk/ticket_list.html:247
 msgid "Previous"
 msgstr "Предыдущий"
 
-#: templates/helpdesk/ticket_list.html:223
+#: templates/helpdesk/ticket_list.html:251
 #, python-format
 msgid "Page %(ticket_num)s of %(num_pages)s."
 msgstr "Страница %(ticket_num)s из %(num_pages)s."
 
-#: templates/helpdesk/ticket_list.html:227
+#: templates/helpdesk/ticket_list.html:255
 msgid "Next"
 msgstr "Следующая"
 
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "Select:"
 msgstr "Выбрать:"
 
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "None"
 msgstr "Ничего"
 
-#: templates/helpdesk/ticket_list.html:232
+#: templates/helpdesk/ticket_list.html:260
 msgid "Inverse"
 msgstr "Обратная"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "With Selected Tickets:"
 msgstr "С выбранными тикетами:"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Take (Assign to me)"
 msgstr "Принять (Связать со мной)"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Close"
 msgstr "Закрыть"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Close (Don't Send E-Mail)"
 msgstr "Закрыть (не отправлять E-Mail)"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Close (Send E-Mail)"
 msgstr "Закрыть (отправить E-Mail)"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Assign To"
 msgstr "Назначить"
 
-#: templates/helpdesk/ticket_list.html:234
+#: templates/helpdesk/ticket_list.html:262
 msgid "Nobody (Unassign)"
 msgstr "Никому (Несвязанные)"
 
@@ -2080,13 +2230,15 @@ msgstr "Никому (Несвязанные)"
 msgid "Change User Settings"
 msgstr "Изменить Настройки Пользователя"
 
-#: templates/helpdesk/user_settings.html:14
-msgid "Use the following options to change the way your helpdesk system works for you. These settings do not impact any other user."
-msgstr "Используйте следующие параметры для изменения, как системы helpdesk бкдет работать для вас. Эти параметры не воздействия любого другого пользователя,."
+#: templates/helpdesk/user_settings.html:8
+msgid ""
+"Use the following options to change the way your helpdesk system works for "
+"you. These settings do not impact any other user."
+msgstr ""
 
-#: templates/helpdesk/user_settings.html:29
+#: templates/helpdesk/user_settings.html:14
 msgid "Save Options"
-msgstr "Сохранить Опции"
+msgstr "Сохранить настройки"
 
 #: templates/helpdesk/registration/logged_out.html:2
 msgid "Logged Out"
@@ -2105,116 +2257,101 @@ msgstr "\n<h2>Выход произведён</h2>\n\n<p>Спасибо что 
 msgid "Helpdesk Login"
 msgstr "Вход в Helpdesk"
 
-#: templates/helpdesk/registration/login.html:9
-#: templates/helpdesk/registration/login.html:21
-msgid "Login"
-msgstr "Вход"
-
-#: templates/helpdesk/registration/login.html:11
-msgid ""
-"To log in and begin responding to cases, simply enter your username and "
-"password below."
-msgstr "Войдите что бы иметь возможность отвечать на вопросы, для этого просто введите имя пользователя и пароль ниже."
-
 #: templates/helpdesk/registration/login.html:14
+msgid "To log in simply enter your username and password below."
+msgstr ""
+
+#: templates/helpdesk/registration/login.html:17
 msgid "Your username and password didn't match. Please try again."
 msgstr "Введённые имя пользователя и пароль не подошли. Пожалуйста попробуйте ещё раз."
 
-#: templates/helpdesk/registration/login.html:16
-msgid "Username"
-msgstr "Имя Пользователя"
+#: templates/helpdesk/registration/login.html:20
+msgid "Login"
+msgstr "Вход"
 
-#: templates/helpdesk/registration/login.html:18
-msgid "Password"
-msgstr "Пароль"
-
-#: views/feeds.py:35
+#: views/feeds.py:39
 #, python-format
 msgid "Helpdesk: Open Tickets in queue %(queue)s for %(username)s"
 msgstr "Helpdesk: открытые тикеты в очереди %(queue)s для %(username)s"
 
-#: views/feeds.py:40
+#: views/feeds.py:44
 #, python-format
 msgid "Helpdesk: Open Tickets for %(username)s"
 msgstr "Helpdesk: открытые тикеты для %(username)s"
 
-#: views/feeds.py:46
+#: views/feeds.py:50
 #, python-format
 msgid "Open and Reopened Tickets in queue %(queue)s for %(username)s"
 msgstr "Открытые и переоткрытые тикеты в очереди %(queue)s для %(username)s"
 
-#: views/feeds.py:51
+#: views/feeds.py:55
 #, python-format
 msgid "Open and Reopened Tickets for %(username)s"
 msgstr "Открытые и переоткрытые тикеты для %(username)s"
 
-#: views/feeds.py:98
+#: views/feeds.py:102
 msgid "Helpdesk: Unassigned Tickets"
 msgstr "Helpdesk: неназначенные тикеты"
 
-#: views/feeds.py:99
+#: views/feeds.py:103
 msgid "Unassigned Open and Reopened tickets"
 msgstr "Неназначенные открытые и переоткрытые тикеты"
 
-#: views/feeds.py:124
+#: views/feeds.py:128
 msgid "Helpdesk: Recent Followups"
 msgstr "Helpdesk: недавние дополнения"
 
-#: views/feeds.py:125
+#: views/feeds.py:129
 msgid ""
 "Recent FollowUps, such as e-mail replies, comments, attachments and "
 "resolutions"
 msgstr "Недавние дополнения, такие как ответы на электронную почту, комментарии, прикрепленные файлы и решения"
 
-#: views/feeds.py:140
+#: views/feeds.py:144
 #, python-format
 msgid "Helpdesk: Open Tickets in queue %(queue)s"
 msgstr "Helpdesk: открытые тикеты в очереди %(queue)s"
 
-#: views/feeds.py:145
+#: views/feeds.py:149
 #, python-format
 msgid "Open and Reopened Tickets in queue %(queue)s"
 msgstr "Открытые и переоткрытые тикеты в очереди %(queue)s"
 
-#: views/public.py:91
+#: views/public.py:89
 msgid "Invalid ticket ID or e-mail address. Please try again."
 msgstr "Неверный ID тикета или адрес электронной почты, Пожалуйста попробуйте ещё."
 
-#: views/public.py:109
+#: views/public.py:107
 msgid "Submitter accepted resolution and closed ticket"
 msgstr "Отправитель одобрил решение и закрыл тикет"
 
-#: views/staff.py:218
+#: views/staff.py:235
 msgid "Accepted resolution and closed ticket"
 msgstr "Принято решение и тикет закрыт"
 
-#: views/staff.py:246
-msgid "Sorry, you need to login to do that."
-msgstr "Извините, но вам необходимо войти, чтобы сделать это."
-
-#: views/staff.py:295
+#: views/staff.py:369
 #, python-format
 msgid "Assigned to %(username)s"
 msgstr "Назначен на %(username)s"
 
-#: views/staff.py:318
+#: views/staff.py:392
 msgid "Updated"
 msgstr "Обновлено"
 
-#: views/staff.py:496
+#: views/staff.py:577
 #, python-format
 msgid "Assigned to %(username)s in bulk update"
 msgstr "Назначен на %(username)s при массовом обновлении"
 
-#: views/staff.py:501
+#: views/staff.py:582
 msgid "Unassigned in bulk update"
 msgstr "Нераспределен при массовом обновлении"
 
-#: views/staff.py:506 views/staff.py:511
+#: views/staff.py:587 views/staff.py:592
 msgid "Closed in bulk update"
 msgstr "Закрыт при массовом обновлении"
 
-#: views/staff.py:732
+#: views/staff.py:806
 msgid ""
 "<p><strong>Note:</strong> Your keyword search is case sensitive because of "
 "your database. This means the search will <strong>not</strong> be accurate. "
@@ -2224,86 +2361,38 @@ msgid ""
 "matching\">Django Documentation on string matching in SQLite</a>."
 msgstr "<p><strong>Замечание:</strong> ваш поиск по ключевым словам происходит с учетом регистра из-за вашей базы данных. Это означает, что поиск <strong>не будет</strong> точным. При переключении на другую систему баз данных, вы получите лучший поиск! Для получения дополнительной информации ознакомьтесь с <a href=\"http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching\">Django документацией про сравнение строк в SQLite</a>."
 
-#: views/staff.py:843
+#: views/staff.py:910
 msgid "Ticket taken off hold"
 msgstr "Удержание тикета снято"
 
-#: views/staff.py:846
+#: views/staff.py:913
 msgid "Ticket placed on hold"
 msgstr "Тикет удерживается"
 
-#: views/staff.py:914
-msgid "Jan"
-msgstr "Янв"
-
-#: views/staff.py:915
-msgid "Feb"
-msgstr "Фев"
-
-#: views/staff.py:916
-msgid "Mar"
-msgstr "Мар"
-
-#: views/staff.py:917
-msgid "Apr"
-msgstr "Апр"
-
-#: views/staff.py:918
-msgid "May"
-msgstr "Май"
-
-#: views/staff.py:919
-msgid "Jun"
-msgstr "Июн"
-
-#: views/staff.py:920
-msgid "Jul"
-msgstr "Июл"
-
-#: views/staff.py:921
-msgid "Aug"
-msgstr "Авг"
-
-#: views/staff.py:922
-msgid "Sep"
-msgstr "Сен"
-
-#: views/staff.py:923
-msgid "Oct"
-msgstr "Окт"
-
-#: views/staff.py:924
-msgid "Nov"
-msgstr "Ноя"
-
-#: views/staff.py:925
-msgid "Dec"
-msgstr "Дек"
-
-#: views/staff.py:951
+#: views/staff.py:1007
 msgid "User by Priority"
 msgstr "Пользователи по Приоритетам"
 
-#: views/staff.py:957
+#: views/staff.py:1013
 msgid "User by Queue"
 msgstr "Пользователи по Очередям"
 
-#: views/staff.py:963
+#: views/staff.py:1019
 msgid "User by Status"
 msgstr "Пользователи по Статусам"
 
-#: views/staff.py:969
+#: views/staff.py:1025
 msgid "User by Month"
 msgstr "Пользователи по Месяцам"
 
-#: views/staff.py:975
+#: views/staff.py:1031
 msgid "Queue by Priority"
 msgstr "Очереди по Приоритетам"
 
-#: views/staff.py:981
+#: views/staff.py:1037
 msgid "Queue by Status"
 msgstr "Очереди по Статусам"
 
-#: views/staff.py:987
+#: views/staff.py:1043
 msgid "Queue by Month"
 msgstr "Очереди по Месяцам"

From 138904bf8b13a7f9215c23939c29bd38c3d6b47f Mon Sep 17 00:00:00 2001
From: Ross Poulton <ross@rossp.org>
Date: Wed, 12 Oct 2016 11:14:10 +1100
Subject: [PATCH 11/46] Update project URLs per #424

---
 README.rst                                   | 10 +++++-----
 build_project.sh                             |  2 +-
 docs/api.rst                                 |  2 +-
 docs/contributing.rst                        |  2 +-
 docs/install.rst                             |  2 +-
 helpdesk/templates/helpdesk/attribution.html |  2 +-
 helpdesk/templates/helpdesk/help_api.html    |  2 +-
 helpdesk/views/api.py                        |  4 ++--
 setup.py                                     |  2 +-
 9 files changed, 14 insertions(+), 14 deletions(-)

diff --git a/README.rst b/README.rst
index b57499ea..0d770035 100644
--- a/README.rst
+++ b/README.rst
@@ -1,8 +1,8 @@
 django-helpdesk - A Django powered ticket tracker for small businesses.
 =======================================================================
 
-.. image:: https://travis-ci.org/rossp/django-helpdesk.png?branch=master
-    :target: https://travis-ci.org/rossp/django-helpdesk
+.. image:: https://travis-ci.org/django-helpdesk/django-helpdesk.png?branch=master
+    :target: https://travis-ci.org/django-helpdesk/django-helpdesk
 
 Copyright 2009- Ross Poulton and contributors. All Rights Reserved. See LICENSE for details.
 
@@ -94,11 +94,11 @@ Contributing
 
 If you want to help translate django-helpdesk into languages other than English, we encourage you to make use of our Transifex project.
 
-https://www.transifex.com/rossp/django-helpdesk/
+https://www.transifex.com/django-helpdesk/django-helpdesk/
 
 Feel free to request access to contribute your translations.
 
 Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
 
-.. image:: https://secure.travis-ci.org/rossp/django-helpdesk.png?branch=master
-    :target: https://travis-ci.org/rossp/django-helpdesk
+.. image:: https://secure.travis-ci.org/django-helpdesk/django-helpdesk.png?branch=master
+    :target: https://travis-ci.org/django-helpdesk/django-helpdesk
diff --git a/build_project.sh b/build_project.sh
index bda3c5e8..d80575b8 100755
--- a/build_project.sh
+++ b/build_project.sh
@@ -5,7 +5,7 @@ WORKDIR=/tmp/django-helpdesk-build.$$
 mkdir $WORKDIR
 pushd $WORKDIR
 
-git clone git://github.com/rossp/django-helpdesk.git
+git clone git://github.com/django-helpdesk/django-helpdesk.git
 cd django-helpdesk
 
 /usr/bin/python setup.py sdist upload
diff --git a/docs/api.rst b/docs/api.rst
index f7f6404b..b1dfba5a 100644
--- a/docs/api.rst
+++ b/docs/api.rst
@@ -1,7 +1,7 @@
 Ticket API
 ==========
 
-*Warning*: The django-helpdesk API is deprecated, and no longer maintained. See https://github.com/rossp/django-helpdesk/issues/198 for more details.
+*Warning*: The django-helpdesk API is deprecated, and no longer maintained. See https://github.com/django-helpdesk/django-helpdesk/issues/198 for more details.
 
 The API will be removed in January 2016 - you should instead build an integration with eg django-rest-framework.
 
diff --git a/docs/contributing.rst b/docs/contributing.rst
index 63c874eb..e4cff162 100644
--- a/docs/contributing.rst
+++ b/docs/contributing.rst
@@ -32,7 +32,7 @@ Wherever possible please break git commits up into small chunks that are specifi
 
 Commit messages should also explain *what*, precisely, has been changed.
 
-If you have any questions, please contact the project co-ordinator, Ross Poulton, at ross@rossp.org.
+If you have any questions, please start a discussion on the GitHub issue tracker at https://github.com/django-helpdesk/django-helpdesk/issues
 
 Tests
 -----
diff --git a/docs/install.rst b/docs/install.rst
index 7c7a7c57..f9055a96 100644
--- a/docs/install.rst
+++ b/docs/install.rst
@@ -15,7 +15,7 @@ Try using ``pip install django-helpdesk``. Go and have a beer to celebrate Pytho
 GIT Checkout (Cutting Edge)
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-If you're planning on editing the code or just want to get whatever is the latest and greatest, you can clone the official Git repository with ``git clone git://github.com/rossp/django-helpdesk.git``
+If you're planning on editing the code or just want to get whatever is the latest and greatest, you can clone the official Git repository with ``git clone git://github.com/django-helpdesk/django-helpdesk.git``
 
 Copy the ``helpdesk`` folder into your ``PYTHONPATH``.
 
diff --git a/helpdesk/templates/helpdesk/attribution.html b/helpdesk/templates/helpdesk/attribution.html
index a19571bf..82c1ea2a 100644
--- a/helpdesk/templates/helpdesk/attribution.html
+++ b/helpdesk/templates/helpdesk/attribution.html
@@ -1,2 +1,2 @@
 {% load i18n %}
-{% trans "<a href='https://github.com/rossp/django-helpdesk'>django-helpdesk</a>." %}
+{% trans "<a href='https://github.com/django-helpdesk/django-helpdesk'>django-helpdesk</a>." %}
diff --git a/helpdesk/templates/helpdesk/help_api.html b/helpdesk/templates/helpdesk/help_api.html
index a73ca5a9..13067da2 100644
--- a/helpdesk/templates/helpdesk/help_api.html
+++ b/helpdesk/templates/helpdesk/help_api.html
@@ -25,7 +25,7 @@
         </ul>
         <h2 id='warning'>Deprecation Warning</h2>
 
-        <P>This API has been deprecated and will be removed in January 2016. Please <a href='https://github.com/rossp/django-helpdesk/issues/198'>See the GitHub Issue Tracker</a> for more details.</p>
+        <P>This API has been deprecated and will be removed in January 2016. Please <a href='https://github.com/django-helpdesk/django-helpdesk/issues/198'>See the GitHub Issue Tracker</a> for more details.</p>
         <P>Do <strong>not</strong> build new integrations using this API.</p>
 
         <p>We recommend using django-rest-framework or similar for all integrations.</p>
diff --git a/helpdesk/views/api.py b/helpdesk/views/api.py
index 1efdc5b9..072caee2 100644
--- a/helpdesk/views/api.py
+++ b/helpdesk/views/api.py
@@ -57,11 +57,11 @@ def api(request, method):
 
 
     THIS IS DEPRECATED AS OF DECEMBER 2015 AND WILL BE REMOVED IN JANUARY 2016.
-    SEE https://github.com/rossp/django-helpdesk/issues/198 FOR DETAILS
+    SEE https://github.com/django-helpdesk/django-helpdesk/issues/198 FOR DETAILS
 
     """
 
-    warnings.warn("django-helpdesk API will be removed in January 2016. See https://github.com/rossp/django-helpdesk/issues/198 for details.", category=DeprecationWarning)
+    warnings.warn("django-helpdesk API will be removed in January 2016. See https://github.com/django-helpdesk/django-helpdesk/issues/198 for details.", category=DeprecationWarning)
 
     if method == 'help':
         return render(request, template_name='helpdesk/help_api.html')
diff --git a/setup.py b/setup.py
index 6b91933f..179db46d 100644
--- a/setup.py
+++ b/setup.py
@@ -140,7 +140,7 @@ setup(
     keywords=['django', 'helpdesk', 'tickets', 'incidents', 'cases'],
     author='Ross Poulton',
     author_email='ross@rossp.org',
-    url='http://github.com/rossp/django-helpdesk',
+    url='http://github.com/django-helpdesk/django-helpdesk',
     license='BSD',
     packages=find_packages(),
     package_data=find_package_data("helpdesk", only_in_packages=False),

From 96f4fecb71bff70f582a35ee18c1c0656d2dbbc7 Mon Sep 17 00:00:00 2001
From: meomap <shnt1221@gmail.com>
Date: Fri, 14 Oct 2016 15:04:28 +0700
Subject: [PATCH 12/46] add setting for fallback locale

---
 docs/settings.rst    |  4 ++++
 helpdesk/lib.py      | 13 +++++++------
 helpdesk/settings.py |  3 +++
 3 files changed, 14 insertions(+), 6 deletions(-)

diff --git a/docs/settings.rst b/docs/settings.rst
index 81ce992f..ed3f716d 100644
--- a/docs/settings.rst
+++ b/docs/settings.rst
@@ -68,6 +68,10 @@ These changes are visible throughout django-helpdesk
 
   **Default:** ``HELPDESK_EMAIL_SUBJECT_TEMPLATE = "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s"``
 
+- **HELPDESK_EMAIL_FALLBACK_LOCALE** Fallback locale for templated emails when queue locale not found
+
+  **Default:** ``HELPDESK_EMAIL_FALLBACK_LOCALE= "en"``
+
 
 Options shown on public pages
 -----------------------------
diff --git a/helpdesk/lib.py b/helpdesk/lib.py
index 3dfe5448..95dddbd0 100644
--- a/helpdesk/lib.py
+++ b/helpdesk/lib.py
@@ -46,7 +46,7 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
     fail_silently is passed to Django's mail routine. Set to 'True' to ignore
         any errors at send time.
 
-    files can be a list of tuple. Each tuple should be a filename to attach, 
+    files can be a list of tuple. Each tuple should be a filename to attach,
         along with the File objects to be read. files can be blank.
 
     """
@@ -56,7 +56,8 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
     from django.template import loader, Context
 
     from helpdesk.models import EmailTemplate
-    from helpdesk.settings import HELPDESK_EMAIL_SUBJECT_TEMPLATE
+    from helpdesk.settings import HELPDESK_EMAIL_SUBJECT_TEMPLATE, \
+        HELPDESK_EMAIL_FALLBACK_LOCALE
     import os
 
     # RemovedInDjango110Warning: render() must be called with a dict, not a Context.
@@ -68,9 +69,9 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
     if hasattr(context['queue'], 'locale'):
         locale = getattr(context['queue'], 'locale', '')
     else:
-        locale = context['queue'].get('locale', 'en')
+        locale = context['queue'].get('locale', HELPDESK_EMAIL_FALLBACK_LOCALE)
     if not locale:
-        locale = 'en'
+        locale = HELPDESK_EMAIL_FALLBACK_LOCALE
 
     t = None
     try:
@@ -90,7 +91,7 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
         sender = settings.DEFAULT_FROM_EMAIL
 
     footer_file = os.path.join('helpdesk', locale, 'email_text_footer.txt')
-    
+
     # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
     try:
         from django.template import engines
@@ -178,7 +179,7 @@ def apply_query(queryset, params):
     params is a dictionary that contains the following:
         filtering: A dict of Django ORM filters, eg:
             {'user__id__in': [1, 3, 103], 'title__contains': 'foo'}
-       
+
         search_string: A freetext search string
 
         sorting: The name of the column to sort by
diff --git a/helpdesk/settings.py b/helpdesk/settings.py
index 27cbfd59..0ead588d 100644
--- a/helpdesk/settings.py
+++ b/helpdesk/settings.py
@@ -86,6 +86,9 @@ HELPDESK_STAFF_ONLY_TICKET_CC = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKET_CC
 # allow the subject to have a configurable template.
 HELPDESK_EMAIL_SUBJECT_TEMPLATE = getattr(settings, 'HELPDESK_EMAIL_SUBJECT_TEMPLATE', "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s")
 
+# default fallback locale when queue locale not found
+HELPDESK_EMAIL_FALLBACK_LOCALE = getattr(settings, 'HELPDESK_EMAIL_FALLBACK_LOCALE', 'en')
+
 
 ''' options for staff.create_ticket view '''
 # hide the 'assigned to' / 'Case owner' field from the 'create_ticket' view?

From 0ad110ec7fbbcb2f715599120ddee4d00b8fab83 Mon Sep 17 00:00:00 2001
From: Jerome Flesch <jflesch@gmail.com>
Date: Tue, 18 Oct 2016 15:35:41 +0200
Subject: [PATCH 13/46] forms.py: cleanup whitespaces

Signed-off-by: Jerome Flesch <jflesch@gmail.com>
---
 helpdesk/forms.py | 22 +++++++++++-----------
 1 file changed, 11 insertions(+), 11 deletions(-)

diff --git a/helpdesk/forms.py b/helpdesk/forms.py
index ecadc515..0f8219e6 100644
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@@ -77,7 +77,7 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
     class Meta:
         model = Ticket
         exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
-    
+
     def __init__(self, *args, **kwargs):
         """
         Add any custom fields that are defined to the form
@@ -101,7 +101,7 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
 
 
     def save(self, *args, **kwargs):
-        
+
         for field, value in self.cleaned_data.items():
             if field.startswith('custom_'):
                 field_name = field.replace('custom_', '', 1)
@@ -112,7 +112,7 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
                     cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
                 cfv.value = value
                 cfv.save()
-        
+
         return super(EditTicketForm, self).save(*args, **kwargs)
 
 
@@ -228,7 +228,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
             except User.DoesNotExist:
                 t.assigned_to = None
         t.save()
-        
+
         for field, value in self.cleaned_data.items():
             if field.startswith('custom_'):
                 field_name = field.replace('custom_', '', 1)
@@ -251,7 +251,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
             }
 
         f.save()
-        
+
         files = []
         if self.cleaned_data['attachment']:
             import mimetypes
@@ -265,9 +265,9 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 )
             a.file.save(file.name, file, save=False)
             a.save()
-            
+
             if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
-                # Only files smaller than 512kb (or as defined in 
+                # Only files smaller than 512kb (or as defined in
                 # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                 try:
                     files.append([a.filename, a.file])
@@ -276,7 +276,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
 
         context = safe_template_context(t)
         context['comment'] = f.comment
-        
+
         messages_sent_to = []
 
         if t.submitter_email:
@@ -443,9 +443,9 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 )
             a.file.save(file.name, file, save=False)
             a.save()
-            
+
             if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
-                # Only files smaller than 512kb (or as defined in 
+                # Only files smaller than 512kb (or as defined in
                 # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                 files.append([a.filename, a.file])
 
@@ -549,7 +549,7 @@ class TicketCCForm(forms.ModelForm):
             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)
-        self.fields['user'].queryset = users 
+        self.fields['user'].queryset = users
     class Meta:
         model = TicketCC
         exclude = ('ticket',)

From 74668f30d54a3ee372375e866817b4776f4648d7 Mon Sep 17 00:00:00 2001
From: Jerome Flesch <jflesch@gmail.com>
Date: Tue, 18 Oct 2016 15:37:57 +0200
Subject: [PATCH 14/46] forms.py : To get the translations for the fields'
 labels, use ugettext_lazy() instead for ugettext(). ugettext() loads the
 translations at the same time the module is loaded (--> always in english).
 ugettext_lazy() loads them when they are needed (--> when the user makes a
 query --> we known the language the user wants based on the header of their
 HTTP request)

Signed-off-by: Jerome Flesch <jflesch@gmail.com>
---
 helpdesk/forms.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/forms.py b/helpdesk/forms.py
index 0f8219e6..ed0993c0 100644
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@@ -15,7 +15,7 @@ from django import forms
 from django.forms import extras
 from django.core.files.storage import default_storage
 from django.conf import settings
-from django.utils.translation import ugettext as _
+from django.utils.translation import ugettext_lazy as _
 try:
     from django.contrib.auth import get_user_model
     User = get_user_model()

From 91afbb9755415eb473f584c2f5df8a07a49296fc Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Wed, 19 Oct 2016 15:30:37 +0200
Subject: [PATCH 15/46] fixing some additional reverse stuff

---
 helpdesk/tests/test_savequery.py     | 2 +-
 helpdesk/tests/test_ticket_lookup.py | 4 ++--
 helpdesk/views/staff.py              | 4 ++--
 3 files changed, 5 insertions(+), 5 deletions(-)

diff --git a/helpdesk/tests/test_savequery.py b/helpdesk/tests/test_savequery.py
index df95b9e7..1c0244f0 100644
--- a/helpdesk/tests/test_savequery.py
+++ b/helpdesk/tests/test_savequery.py
@@ -12,7 +12,7 @@ class TestSavingSharedQuery(TestCase):
 
     def test_cansavequery(self):
         """Can a query be saved"""
-        url = reverse('helpdesk_savequery')
+        url = reverse('helpdesk:savequery')
         self.client.login(username=get_staff_user().get_username(),
                           password='password')
         response = self.client.post(url,
diff --git a/helpdesk/tests/test_ticket_lookup.py b/helpdesk/tests/test_ticket_lookup.py
index 39999421..4fa30e38 100644
--- a/helpdesk/tests/test_ticket_lookup.py
+++ b/helpdesk/tests/test_ticket_lookup.py
@@ -27,7 +27,7 @@ class TestKBDisabled(TestCase):
         # however instead of using that link, we will exercise 'reverse'
         # to lookup/build the URL from the ticket info we have
         #  http://example.com/helpdesk/view/?ticket=q1-1&email=None
-        response = self.client.get(reverse('helpdesk_public_view'),
+        response = self.client.get(reverse('helpdesk:public_view'),
                                    {'ticket': self.ticket.ticket_for_url,
                                     'email':self.ticket.submitter_email})
         self.assertEqual(response.status_code, 200)
@@ -38,7 +38,7 @@ class TestKBDisabled(TestCase):
         q2 = Queue(title='Q2', slug='q2')
         q2.save()
         # grab the URL / params which would have been emailed out to submitter.
-        url = reverse('helpdesk_public_view')
+        url = reverse('helpdesk:public_view')
         params = {'ticket': self.ticket.ticket_for_url,
                   'email':self.ticket.submitter_email}
         # Pickup the ticket created in setup() and change its queue
diff --git a/helpdesk/views/staff.py b/helpdesk/views/staff.py
index 6477b208..c96be858 100644
--- a/helpdesk/views/staff.py
+++ b/helpdesk/views/staff.py
@@ -779,7 +779,7 @@ def ticket_list(request):
             query_params = json.loads(b64decode(str(saved_query.query)))
         except ValueError:
             # Query deserialization failed. (E.g. was a pickled query)
-            return HttpResponseRedirect(reverse('helpdesk_list'))
+            return HttpResponseRedirect(reverse('helpdesk:list'))
 
     elif not (  'queue' in request.GET
             or  'assigned_to' in request.GET
@@ -1050,7 +1050,7 @@ def run_report(request, report):
         try:
             query_params = json.loads(b64decode(str(saved_query.query)))
         except:
-            return HttpResponseRedirect(reverse('helpdesk_report_index'))
+            return HttpResponseRedirect(reverse('helpdesk:report_index'))
 
         report_queryset = apply_query(report_queryset, query_params)
 

From f61d180e5dd43d0df5ddc8618e51ad591e34446f Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Wed, 19 Oct 2016 20:02:12 -0400
Subject: [PATCH 16/46] use django.utils.six instead of plain six

---
 helpdesk/management/commands/get_email.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index a4189c6d..bfe5dce3 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -17,7 +17,6 @@ import mimetypes
 import poplib
 import re
 import socket
-import six
 from os import listdir, unlink
 from os.path import isfile, join
 
@@ -33,6 +32,7 @@ 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 django.utils import six
 from helpdesk import settings
 
 try:

From c9c76427249fe5a320f64ccbd866ad436da6ff1f Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Wed, 19 Oct 2016 21:37:23 -0400
Subject: [PATCH 17/46] New unit test for get_email command

---
 helpdesk/tests/test_get_email.py | 60 ++++++++++++++++++++++++++++++++
 1 file changed, 60 insertions(+)
 create mode 100644 helpdesk/tests/test_get_email.py

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
new file mode 100644
index 00000000..d186a008
--- /dev/null
+++ b/helpdesk/tests/test_get_email.py
@@ -0,0 +1,60 @@
+from helpdesk.models import Queue, Ticket
+from helpdesk.management.commands.get_email import process_email
+from django.test import TestCase
+from django.core import mail
+from django.core import management
+from django.test.client import Client
+from django.core.urlresolvers import reverse
+from django.shortcuts import get_object_or_404
+
+try:  # python 3
+    from urllib.parse import urlparse
+except ImportError:  # python 2
+    from urlparse import urlparse
+
+try:
+    # Python >= 3.3
+    from unittest import mock
+except ImportError:
+    # Python < 3.3
+    import mock
+
+class GetEmailTestCase(TestCase):
+    fixtures = ['emailtemplate.json']
+
+    def setUp(self):
+        self.queue_public = Queue.objects.create(title='Queue 1', slug='QQ', allow_public_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com',
+        email_box_type='local', email_box_local_dir='/var/lib/mail/helpdesk')
+
+    # tests correct syntax for command line option
+    def test_get_email_quiet_option(self):
+        with mock.patch('helpdesk.management.commands.process_email') as mocked_processemail:
+            management.call_command('get_email', '-q')
+            mocked_processemail.assert_called_with(quiet=True)
+
+    # tests reading emails from a queue and creating tickets
+    def test_read_email(self):
+        test_email = "To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email."
+        with mock.patch('helpdesk.management.commands.isdir') as mocked_isdir, \
+                mock.patch('helpdesk.management.commands.listdir') as mocked_listdir, \
+                mock.patch('helpdesk.management.commands.isfile') as mocked_isfile, \
+                mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
+            mocked_isdir.return_value = True
+            mocked_isfile.return_value = True
+            mocked_listdir.return_value = ['filename1', 'filename2']
+
+            management.call_command('get_email')
+
+            mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename1')
+            mocked_isfile.assert_any_call('/var/lib/mail/helpdesk/filename2')
+
+            ticket1 = get_object_or_404(Ticket, pk=1)
+            self.assertEqual(ticket1.ticket_for_url, "QQ-%s" % ticket1.id)
+            self.assertEqual(ticket1.description, "This is the helpdesk comment via email.")
+
+            ticket2 = get_object_or_404(Ticket, pk=2)
+            self.assertEqual(ticket2.ticket_for_url, "QQ-%s" % ticket2.id)
+            self.assertEqual(ticket2.description, "This is the helpdesk comment via email.")
+
+
+

From 3b181e87efd9a1a4df09c587dc440a60713ea38c Mon Sep 17 00:00:00 2001
From: Daryl <daryl.x18@kawhai.net>
Date: Thu, 30 Jun 2016 13:39:51 +1200
Subject: [PATCH 18/46] Fix inconsistent indentation

---
 helpdesk/urls.py        | 4 ++--
 helpdesk/views/staff.py | 2 +-
 2 files changed, 3 insertions(+), 3 deletions(-)

diff --git a/helpdesk/urls.py b/helpdesk/urls.py
index ab9a5437..be64ab81 100644
--- a/helpdesk/urls.py
+++ b/helpdesk/urls.py
@@ -10,9 +10,9 @@ urls.py - Mapping of URL's to our various views. Note we always used NAMED
 from django.conf import settings
 import django
 if django.get_version().startswith("1.3"):
-	from django.conf.urls.defaults import *
+    from django.conf.urls.defaults import *
 else:
-	from django.conf.urls import *
+    from django.conf.urls import *
 from django.contrib.auth.decorators import login_required
 
 from helpdesk import settings as helpdesk_settings
diff --git a/helpdesk/views/staff.py b/helpdesk/views/staff.py
index 021ac329..7faed93e 100644
--- a/helpdesk/views/staff.py
+++ b/helpdesk/views/staff.py
@@ -862,7 +862,7 @@ def ticket_list(request):
     try:
         page = int(request.GET.get('page', '1'))
     except ValueError:
-         page = 1
+        page = 1
 
     try:
         tickets = ticket_paginator.page(page)

From e3c9e04febda585acc6dc894d95ddef4ee309404 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 01:25:16 -0400
Subject: [PATCH 19/46] Fix python module naming in get_email test

---
 helpdesk/tests/test_get_email.py | 8 ++++----
 1 file changed, 4 insertions(+), 4 deletions(-)

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index d186a008..911a494c 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -28,16 +28,16 @@ class GetEmailTestCase(TestCase):
 
     # tests correct syntax for command line option
     def test_get_email_quiet_option(self):
-        with mock.patch('helpdesk.management.commands.process_email') as mocked_processemail:
+        with mock.patch('helpdesk.management.commands.get_email.process_email') as mocked_processemail:
             management.call_command('get_email', '-q')
             mocked_processemail.assert_called_with(quiet=True)
 
     # tests reading emails from a queue and creating tickets
     def test_read_email(self):
         test_email = "To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email."
-        with mock.patch('helpdesk.management.commands.isdir') as mocked_isdir, \
-                mock.patch('helpdesk.management.commands.listdir') as mocked_listdir, \
-                mock.patch('helpdesk.management.commands.isfile') as mocked_isfile, \
+        with mock.patch('helpdesk.management.commands.get_email.isdir') as mocked_isdir, \
+                mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
+                mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
                 mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
             mocked_isdir.return_value = True
             mocked_isfile.return_value = True

From b7ef83f7d2404cc9abb6ab860c6fdbffe6663752 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 01:39:24 -0400
Subject: [PATCH 20/46] Check that folder is a dir before checking for mail
 using get_email; fix unit test for --quiet

---
 helpdesk/management/commands/get_email.py | 6 +++---
 helpdesk/tests/test_get_email.py          | 4 +++-
 2 files changed, 6 insertions(+), 4 deletions(-)

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index bfe5dce3..4591fd76 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -18,7 +18,7 @@ import poplib
 import re
 import socket
 from os import listdir, unlink
-from os.path import isfile, join
+from os.path import isfile, isdir, join
 
 from datetime import timedelta
 from email.header import decode_header
@@ -97,7 +97,7 @@ def process_email(quiet=False):
             logger.setLevel(logging.DEBUG)
         if quiet:
             logger.propagate = False # do not propagate to root logger that would log to console
-        logdir = q.logging_dir or '/var/log/helpdesk/'
+        logdir = q.logging_dir if isdir(q.logging_dir) else '/var/log/helpdesk/'
         handler = logging.FileHandler(logdir + q.slug + '_get_email.log')
         logger.addHandler(handler)
 
@@ -212,7 +212,7 @@ def process_queue(q, logger):
         server.logout()
 
     elif email_box_type == 'local':
-        mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
+        mail_dir = q.email_box_local_dir if isdir(q.email_box_local_dir) else '/var/lib/mail/helpdesk/'
         mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
         logger.info("Found %s messages in local mailbox directory" % str(len(mail)))
         for m in mail:
diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index 911a494c..d0c6a18e 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -29,8 +29,10 @@ class GetEmailTestCase(TestCase):
     # tests correct syntax for command line option
     def test_get_email_quiet_option(self):
         with mock.patch('helpdesk.management.commands.get_email.process_email') as mocked_processemail:
-            management.call_command('get_email', '-q')
+            management.call_command('get_email', '--quiet')
             mocked_processemail.assert_called_with(quiet=True)
+            management.call_command('get_email')
+            mocked_processemail.assert_called_with(quiet=False)
 
     # tests reading emails from a queue and creating tickets
     def test_read_email(self):

From 9606201200079b04f9dac1568e1e2a11a120e74a Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 02:09:05 -0400
Subject: [PATCH 21/46] Fix mock tests for get_email (hopefully for good this
 time)

---
 helpdesk/management/commands/get_email.py |  6 +++---
 helpdesk/tests/test_get_email.py          | 16 +++++++---------
 2 files changed, 10 insertions(+), 12 deletions(-)

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index 4591fd76..bfe5dce3 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -18,7 +18,7 @@ import poplib
 import re
 import socket
 from os import listdir, unlink
-from os.path import isfile, isdir, join
+from os.path import isfile, join
 
 from datetime import timedelta
 from email.header import decode_header
@@ -97,7 +97,7 @@ def process_email(quiet=False):
             logger.setLevel(logging.DEBUG)
         if quiet:
             logger.propagate = False # do not propagate to root logger that would log to console
-        logdir = q.logging_dir if isdir(q.logging_dir) else '/var/log/helpdesk/'
+        logdir = q.logging_dir or '/var/log/helpdesk/'
         handler = logging.FileHandler(logdir + q.slug + '_get_email.log')
         logger.addHandler(handler)
 
@@ -212,7 +212,7 @@ def process_queue(q, logger):
         server.logout()
 
     elif email_box_type == 'local':
-        mail_dir = q.email_box_local_dir if isdir(q.email_box_local_dir) else '/var/lib/mail/helpdesk/'
+        mail_dir = q.email_box_local_dir or '/var/lib/mail/helpdesk/'
         mail = [join(mail_dir, f) for f in listdir(mail_dir) if isfile(join(mail_dir, f))]
         logger.info("Found %s messages in local mailbox directory" % str(len(mail)))
         for m in mail:
diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index d0c6a18e..630af619 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -2,7 +2,7 @@ from helpdesk.models import Queue, Ticket
 from helpdesk.management.commands.get_email import process_email
 from django.test import TestCase
 from django.core import mail
-from django.core import management
+from django.core.management import call_command
 from django.test.client import Client
 from django.core.urlresolvers import reverse
 from django.shortcuts import get_object_or_404
@@ -23,30 +23,28 @@ class GetEmailTestCase(TestCase):
     fixtures = ['emailtemplate.json']
 
     def setUp(self):
-        self.queue_public = Queue.objects.create(title='Queue 1', slug='QQ', allow_public_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com',
-        email_box_type='local', email_box_local_dir='/var/lib/mail/helpdesk')
+        self.queue_public = Queue.objects.create(title='Queue 1', slug='QQ', allow_public_submission=True, allow_email_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com', email_box_type='local', email_box_local_dir='/var/lib/mail/helpdesk/')
 
     # tests correct syntax for command line option
     def test_get_email_quiet_option(self):
         with mock.patch('helpdesk.management.commands.get_email.process_email') as mocked_processemail:
-            management.call_command('get_email', '--quiet')
+            call_command('get_email', '--quiet')
             mocked_processemail.assert_called_with(quiet=True)
-            management.call_command('get_email')
+            call_command('get_email')
             mocked_processemail.assert_called_with(quiet=False)
 
     # tests reading emails from a queue and creating tickets
     def test_read_email(self):
         test_email = "To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email."
-        with mock.patch('helpdesk.management.commands.get_email.isdir') as mocked_isdir, \
-                mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
+        with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
                 mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
                 mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
-            mocked_isdir.return_value = True
             mocked_isfile.return_value = True
             mocked_listdir.return_value = ['filename1', 'filename2']
 
-            management.call_command('get_email')
+            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')
 

From 6418194b85549de23e56315bf9a5e79cf5d05c96 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 02:21:43 -0400
Subject: [PATCH 22/46] Fix command line arg for Django 1.7 and make Python 2
 and 3 compatible test

---
 helpdesk/management/commands/get_email.py | 3 ++-
 helpdesk/tests/test_get_email.py          | 5 +++--
 2 files changed, 5 insertions(+), 3 deletions(-)

diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index bfe5dce3..ee2367bd 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -55,9 +55,10 @@ class Command(BaseCommand):
         if VERSION < (1, 8):
             self.option_list += (
             make_option(
-                '--quiet', '-q',
+                '--quiet',
                 default=False,
                 action='store_true',
+                dest='quiet',
                 help='Hide details about each queue/message as they are processed'),
             )
 
diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index 630af619..d1646dbe 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -4,6 +4,7 @@ from django.test import TestCase
 from django.core import mail
 from django.core.management import call_command
 from django.test.client import Client
+from django.utils import six
 from django.core.urlresolvers import reverse
 from django.shortcuts import get_object_or_404
 
@@ -38,13 +39,13 @@ class GetEmailTestCase(TestCase):
         test_email = "To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email."
         with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
                 mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
-                mock.patch('builtins.open', mock.mock_open(read_data=test_email)):
+                mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):
             mocked_isfile.return_value = True
             mocked_listdir.return_value = ['filename1', 'filename2']
 
             call_command('get_email')
 
-            mocked_listdir.assert_called_with('/var/lib/mail/helpdesk')
+            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')
 

From 40c046e99378a49fa3bcaf67311dacdfefb167cc Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Thu, 20 Oct 2016 08:25:37 +0200
Subject: [PATCH 23/46] Adding Django 1.10 to Travis

---
 .travis.yml | 3 ++-
 1 file changed, 2 insertions(+), 1 deletion(-)

diff --git a/.travis.yml b/.travis.yml
index 1f5b9ac0..b2c3398b 100644
--- a/.travis.yml
+++ b/.travis.yml
@@ -9,6 +9,7 @@ env:
     - DJANGO=1.7.11
     - DJANGO=1.8.7
     - DJANGO=1.9
+    - DJANGO=1.10
 
 matrix:
     exclude:
@@ -20,4 +21,4 @@ install:
     - pip install -q Django==$DJANGO
     - pip install -q -r requirements.txt
 
-script: python quicktest.py helpdesk
\ No newline at end of file
+script: python quicktest.py helpdesk

From 8e626af41f7bd49d0dd82eed4c45c7545ec3c603 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Thu, 20 Oct 2016 08:26:06 +0200
Subject: [PATCH 24/46] fixing TEMPLATES on the test settings

---
 quicktest.py | 24 +++++++++++++++++++++++-
 1 file changed, 23 insertions(+), 1 deletion(-)

diff --git a/quicktest.py b/quicktest.py
index 381c567b..9c3c23ff 100644
--- a/quicktest.py
+++ b/quicktest.py
@@ -38,6 +38,27 @@ class QuickDjangoTest(object):
         'django.middleware.clickjacking.XFrameOptionsMiddleware',
     ]
 
+    TEMPLATES = [
+        {
+            'BACKEND': 'django.template.backends.django.DjangoTemplates',
+            'APP_DIRS': True,
+            'OPTIONS': {
+                'context_processors': (
+                    # Defaults:
+                    "django.contrib.auth.context_processors.auth",
+                    "django.template.context_processors.debug",
+                    "django.template.context_processors.i18n",
+                    "django.template.context_processors.media",
+                    "django.template.context_processors.static",
+                    "django.template.context_processors.tz",
+                    "django.contrib.messages.context_processors.messages",
+                    # Our extra:
+                    "django.template.context_processors.request",
+                ),
+            },
+        },
+    ]
+
     def __init__(self, *args, **kwargs):
         self.apps = args
         # Get the version of the test suite
@@ -91,7 +112,8 @@ class QuickDjangoTest(object):
             INSTALLED_APPS = self.INSTALLED_APPS + self.apps,
             MIDDLEWARE_CLASSES = self.MIDDLEWARE_CLASSES,
             ROOT_URLCONF = self.apps[0] + '.urls',
-            STATIC_URL = '/static/'
+            STATIC_URL = '/static/',
+            TEMPLATES = self.TEMPLATES,
         )
 
         # compatibility with django 1.8 downwards

From c1330bc0c7605a527c4f6f4538c4a127fd931e3e Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Thu, 20 Oct 2016 08:26:31 +0200
Subject: [PATCH 25/46] Updating documentation for Django 1.10 support and
 settings

---
 README.rst        |  2 +-
 docs/settings.rst | 21 ++++++++++++++++++++-
 2 files changed, 21 insertions(+), 2 deletions(-)

diff --git a/README.rst b/README.rst
index 0d770035..5ef3174c 100644
--- a/README.rst
+++ b/README.rst
@@ -26,7 +26,7 @@ Dependencies (pre-flight checklist)
 -----------------------------------
 
 1. Python 2.7 or 3.4+ (3.4+ support is new, please let us know how it goes)
-2. Django (1.7 or newer, preferably 1.9 - Django 1.7 is not supported if you are using Python 3.5)
+2. Django (1.7, 1.8, 1.9 and 1.10, preferably 1.9 - Django 1.7 is not supported if you are using Python 3.5)
 3. An existing WORKING Django project with database etc. If you
    cannot log into the Admin, you won't get this product working.
 4. `pip install django-bootstrap-form` and add `bootstrapform` to `settings.INSTALLED_APPS`
diff --git a/docs/settings.rst b/docs/settings.rst
index ed3f716d..9929d540 100644
--- a/docs/settings.rst
+++ b/docs/settings.rst
@@ -1,7 +1,7 @@
 Settings
 ========
 
-First, django-helpdesk needs  ``django.core.context_processors.request`` activated, so in your ``settings.py`` add::
+First, django-helpdesk needs  ``django.core.context_processors.request`` activated, so you must add it to the ``settings.py``. For Django 1.7, add::
 
     from django.conf import global_settings
     TEMPLATE_CONTEXT_PROCESSORS = (
@@ -9,6 +9,25 @@ First, django-helpdesk needs  ``django.core.context_processors.request`` activat
                 ('django.core.context_processors.request',)
          )
 
+For Django 1.8 and onwards, the settings are located in the ``TEMPLATES``, and the ``request`` module has moved. Add the following instead::
+
+    TEMPLATES = [
+        {
+            'BACKEND': 'django.template.backends.django.DjangoTemplates',
+            ...
+            'OPTIONS': {
+                ...
+                'context_processors': (
+                    # Default ones first
+                    ...
+                    # The one django-helpdesk requires:
+                    "django.template.context_processors.request",
+                ),
+            },
+        },
+    ]
+
+
 The following settings can be changed in your ``settings.py`` file to help change the way django-helpdesk operates. There are quite a few settings available to toggle functionality within django-helpdesk.
 
 HELPDESK_DEFAULT_SETTINGS

From 5e93297787e6a39c93c5e6a9ebf4121d4ee4e2c6 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 02:29:23 -0400
Subject: [PATCH 26/46] Fix call_command options for correct format to work
 with Django 1.7+

---
 helpdesk/tests/test_get_email.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index d1646dbe..f20de46b 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -29,7 +29,7 @@ class GetEmailTestCase(TestCase):
     # tests correct syntax for command line option
     def test_get_email_quiet_option(self):
         with mock.patch('helpdesk.management.commands.get_email.process_email') as mocked_processemail:
-            call_command('get_email', '--quiet')
+            call_command('get_email', quiet=True)
             mocked_processemail.assert_called_with(quiet=True)
             call_command('get_email')
             mocked_processemail.assert_called_with(quiet=False)

From 197fad99d2e60064dca76bec41400390bc0a2937 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 02:48:14 -0400
Subject: [PATCH 27/46] Remove mail templates since we're not testing them
 here; might be good to include a test for this elsewhere

---
 helpdesk/tests/test_get_email.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index f20de46b..3a488ff7 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -21,7 +21,7 @@ except ImportError:
     import mock
 
 class GetEmailTestCase(TestCase):
-    fixtures = ['emailtemplate.json']
+    #fixtures = ['emailtemplate.json'] # may don't need this, not testing templates here
 
     def setUp(self):
         self.queue_public = Queue.objects.create(title='Queue 1', slug='QQ', allow_public_submission=True, allow_email_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com', email_box_type='local', email_box_local_dir='/var/lib/mail/helpdesk/')

From 00b9dce0e949ec521a2536b3910a708179c8c160 Mon Sep 17 00:00:00 2001
From: Alex Seeholzer <alex.seeholzer@epfl.ch>
Date: Thu, 20 Oct 2016 13:08:34 +0200
Subject: [PATCH 28/46] Added coverage generation to testing, consumed by
 codecov in the CI build (+4 squashed commits) Squashed commits: [dadf579]
 switched to codecov from coveralls [76f5184] added badge to Readme; debugging
 travis script; [8b2a807] Testing submission to coveralls [675ac37] Added
 coveralls support for travis

---
 .coveragerc | 25 +++++++++++++++++++++++++
 .gitignore  |  1 +
 .travis.yml |  8 +++++++-
 README.rst  |  8 ++++----
 4 files changed, 37 insertions(+), 5 deletions(-)
 create mode 100644 .coveragerc

diff --git a/.coveragerc b/.coveragerc
new file mode 100644
index 00000000..36bd2d5c
--- /dev/null
+++ b/.coveragerc
@@ -0,0 +1,25 @@
+# .coveragerc to control coverage.py
+# following the example at http://nedbatchelder.com/code/coverage/config.html
+[run]
+branch = True
+include = helpdesk/*
+omit =
+    *helpdesk/south_migrations/*
+    *helpdesk/migrations/*
+
+[report]
+# Regexes for lines to exclude from consideration
+exclude_lines =
+    # Have to re-enable the standard pragma
+    pragma: no cover
+
+    # Don't complain if tests don't hit defensive assertion code:
+    raise AssertionError
+    raise NotImplementedError
+
+    # Don't complain if non-runnable code isn't run:
+    if 0:
+    if __name__ == .__main__.:
+    if __name__==.__main__.:
+
+ignore_errors = True
\ No newline at end of file
diff --git a/.gitignore b/.gitignore
index d0c4e131..f1220a0f 100644
--- a/.gitignore
+++ b/.gitignore
@@ -3,5 +3,6 @@ dist
 django_helpdesk.egg-info
 docs/html/*
 docs/doctrees/*
+.coverage
 .project
 .pydevproject
\ No newline at end of file
diff --git a/.travis.yml b/.travis.yml
index b2c3398b..60080bd6 100644
--- a/.travis.yml
+++ b/.travis.yml
@@ -18,7 +18,13 @@ matrix:
 
 install:
     - pip install argparse
+    - pip install coverage
+    - pip install codecov
     - pip install -q Django==$DJANGO
     - pip install -q -r requirements.txt
 
-script: python quicktest.py helpdesk
+script: 
+    - coverage run --source='.' quicktest.py helpdesk
+
+after_success:
+    - codecov
\ No newline at end of file
diff --git a/README.rst b/README.rst
index 5ef3174c..299013c7 100644
--- a/README.rst
+++ b/README.rst
@@ -4,6 +4,9 @@ django-helpdesk - A Django powered ticket tracker for small businesses.
 .. image:: https://travis-ci.org/django-helpdesk/django-helpdesk.png?branch=master
     :target: https://travis-ci.org/django-helpdesk/django-helpdesk
 
+.. image:: https://codecov.io/gh/django-helpdesk/django-helpdesk/branch/master/graph/badge.svg
+  :target: https://codecov.io/gh/django-helpdesk/django-helpdesk
+
 Copyright 2009- Ross Poulton and contributors. All Rights Reserved. See LICENSE for details.
 
 django-helpdesk was formerly known as Jutda Helpdesk, named after the 
@@ -98,7 +101,4 @@ https://www.transifex.com/django-helpdesk/django-helpdesk/
 
 Feel free to request access to contribute your translations.
 
-Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
-
-.. image:: https://secure.travis-ci.org/django-helpdesk/django-helpdesk.png?branch=master
-    :target: https://travis-ci.org/django-helpdesk/django-helpdesk
+Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
\ No newline at end of file

From dfb7987ebb2677d30d96f825c8bc779449bffb16 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 11:17:51 -0400
Subject: [PATCH 29/46] Remove emails from queue in test_get_email

---
 helpdesk/tests/test_get_email.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index 3a488ff7..003d9a97 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -24,7 +24,7 @@ class GetEmailTestCase(TestCase):
     #fixtures = ['emailtemplate.json'] # may don't need this, not testing templates here
 
     def setUp(self):
-        self.queue_public = Queue.objects.create(title='Queue 1', slug='QQ', allow_public_submission=True, allow_email_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com', email_box_type='local', email_box_local_dir='/var/lib/mail/helpdesk/')
+        self.queue_public = Queue.objects.create(title='Queue 1', slug='QQ', allow_public_submission=True, allow_email_submission=True, email_box_type='local', email_box_local_dir='/var/lib/mail/helpdesk/')
 
     # tests correct syntax for command line option
     def test_get_email_quiet_option(self):

From 884662dd2189c9865ac1af778fcffa4525e00024 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 11:46:09 -0400
Subject: [PATCH 30/46] Ensure binary data is returns so Django can decode it

---
 helpdesk/tests/test_get_email.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index 003d9a97..5c97d8ae 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -36,7 +36,7 @@ class GetEmailTestCase(TestCase):
 
     # tests reading emails from a queue and creating tickets
     def test_read_email(self):
-        test_email = "To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email."
+        test_email = six.b("To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email.")
         with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
                 mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
                 mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):

From d7875587b79fa1b3292862ac62d78d8cb7d220bc Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Thu, 20 Oct 2016 12:05:28 -0400
Subject: [PATCH 31/46] Revert previous change

---
 helpdesk/tests/test_get_email.py | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/helpdesk/tests/test_get_email.py b/helpdesk/tests/test_get_email.py
index 5c97d8ae..003d9a97 100644
--- a/helpdesk/tests/test_get_email.py
+++ b/helpdesk/tests/test_get_email.py
@@ -36,7 +36,7 @@ class GetEmailTestCase(TestCase):
 
     # tests reading emails from a queue and creating tickets
     def test_read_email(self):
-        test_email = six.b("To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email.")
+        test_email = "To: update.public@example.com\nFrom: comment@example.com\nSubject: Some Comment\n\nThis is the helpdesk comment via email."
         with mock.patch('helpdesk.management.commands.get_email.listdir') as mocked_listdir, \
                 mock.patch('helpdesk.management.commands.get_email.isfile') as mocked_isfile, \
                 mock.patch('builtins.open' if six.PY3 else '__builtin__.open', mock.mock_open(read_data=test_email)):

From 24d88be8d92bb108a73c7a6c710afd1ef1afb987 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Fri, 21 Oct 2016 17:14:12 +0200
Subject: [PATCH 32/46] Initial general clean-up of stuff

---
 helpdesk/admin.py                             |  20 +-
 helpdesk/akismet.py                           |  33 +-
 helpdesk/apps.py                              |   2 +-
 helpdesk/forms.py                             | 138 ++---
 helpdesk/lib.py                               |  71 +--
 .../commands/create_escalation_exclusions.py  |  12 +-
 .../commands/create_usersettings.py           |  20 +-
 .../management/commands/escalate_tickets.py   |  37 +-
 helpdesk/management/commands/get_email.py     |  97 ++--
 .../migrations/0003_initial_data_import.py    |   2 +-
 helpdesk/models.py                            | 176 +++---
 helpdesk/settings.py                          |  87 ++-
 helpdesk/templatetags/in_list.py              |   3 +-
 .../templatetags/load_helpdesk_settings.py    |   8 +-
 helpdesk/templatetags/ticket_to_link.py       |  19 +-
 helpdesk/templatetags/user_admin_url.py       |   1 +
 helpdesk/tests/helpers.py                     |   9 +-
 helpdesk/tests/test_public_actions.py         |  25 +-
 helpdesk/tests/test_savequery.py              |  22 +-
 helpdesk/tests/test_ticket_lookup.py          |  16 +-
 helpdesk/tests/test_ticket_submission.py      |  66 ++-
 helpdesk/urls.py                              |  13 +-
 helpdesk/views/api.py                         |  36 +-
 helpdesk/views/feeds.py                       |  13 +-
 helpdesk/views/kb.py                          |  34 +-
 helpdesk/views/public.py                      |  61 +--
 helpdesk/views/staff.py                       | 516 ++++++++++--------
 27 files changed, 827 insertions(+), 710 deletions(-)

diff --git a/helpdesk/admin.py b/helpdesk/admin.py
index 5529f2b6..3ff8c857 100644
--- a/helpdesk/admin.py
+++ b/helpdesk/admin.py
@@ -5,10 +5,14 @@ from helpdesk.models import EscalationExclusion, EmailTemplate, KBItem
 from helpdesk.models import TicketChange, Attachment, IgnoreEmail
 from helpdesk.models import CustomField
 
+
+@admin.register(Queue)
 class QueueAdmin(admin.ModelAdmin):
     list_display = ('title', 'slug', 'email_address', 'locale')
     prepopulated_fields = {"slug": ("title",)}
 
+
+@admin.register(Ticket)
 class TicketAdmin(admin.ModelAdmin):
     list_display = ('title', 'status', 'assigned_to', 'queue', 'hidden_submitter_email',)
     date_hierarchy = 'created'
@@ -24,34 +28,38 @@ class TicketAdmin(admin.ModelAdmin):
             return ticket.submitter_email
     hidden_submitter_email.short_description = _('Submitter E-Mail')
 
+
 class TicketChangeInline(admin.StackedInline):
     model = TicketChange
 
+
 class AttachmentInline(admin.StackedInline):
     model = Attachment
 
+
+@admin.register(FollowUp)
 class FollowUpAdmin(admin.ModelAdmin):
     inlines = [TicketChangeInline, AttachmentInline]
 
+
+@admin.register(KBItem)
 class KBItemAdmin(admin.ModelAdmin):
     list_display = ('category', 'title', 'last_updated',)
     list_display_links = ('title',)
 
+
+@admin.register(CustomField)
 class CustomFieldAdmin(admin.ModelAdmin):
     list_display = ('name', 'label', 'data_type')
 
+
+@admin.register(EmailTemplate)
 class EmailTemplateAdmin(admin.ModelAdmin):
     list_display = ('template_name', 'heading', 'locale')
     list_filter = ('locale', )
 
 
-admin.site.register(Ticket, TicketAdmin)
-admin.site.register(Queue, QueueAdmin)
-admin.site.register(FollowUp, FollowUpAdmin)
 admin.site.register(PreSetReply)
 admin.site.register(EscalationExclusion)
-admin.site.register(EmailTemplate, EmailTemplateAdmin)
 admin.site.register(KBCategory)
-admin.site.register(KBItem, KBItemAdmin)
 admin.site.register(IgnoreEmail)
-admin.site.register(CustomField, CustomFieldAdmin)
diff --git a/helpdesk/akismet.py b/helpdesk/akismet.py
index b5783678..64100c1b 100644
--- a/helpdesk/akismet.py
+++ b/helpdesk/akismet.py
@@ -55,7 +55,7 @@ Usage example::
 """
 
 
-import os, sys
+import os
 from urllib import urlencode
 
 import socket
@@ -104,9 +104,13 @@ else:
 
 class AkismetError(Exception):
     """Base class for all akismet exceptions."""
+    pass
+
 
 class APIKeyError(AkismetError):
     """Invalid API key."""
+    pass
+
 
 class Akismet(object):
     """A class for working with the akismet API"""
@@ -120,7 +124,6 @@ class Akismet(object):
         self.user_agent = user_agent % (agent, __version__)
         self.setAPIKey(key, blog_url)
 
-
     def _getURL(self):
         """
         Fetch the url to make requests to.
@@ -128,8 +131,7 @@ class Akismet(object):
         This comprises of api key plus the baseurl.
         """
         return 'http://%s.%s' % (self.key, self.baseurl)
-    
-    
+
     def _safeRequest(self, url, data, headers):
         try:
             resp = _fetch_url(url, data, headers)
@@ -137,7 +139,6 @@ class Akismet(object):
             raise AkismetError(str(e))
         return resp
 
-
     def setAPIKey(self, key=None, blog_url=None):
         """
         Set the wordpress API key for all transactions.
@@ -151,7 +152,7 @@ class Akismet(object):
         """
         if key is None and isfile('apikey.txt'):
             the_file = [l.strip() for l in open('apikey.txt').readlines()
-                if l.strip() and not l.strip().startswith('#')]
+                        if l.strip() and not l.strip().startswith('#')]
             try:
                 self.key = the_file[0]
                 self.blog_url = the_file[1]
@@ -161,7 +162,6 @@ class Akismet(object):
             self.key = key
             self.blog_url = blog_url
 
-
     def verify_key(self):
         """
         This equates to the ``verify-key`` call against the akismet API.
@@ -179,12 +179,12 @@ class Akismet(object):
         """
         if self.key is None:
             raise APIKeyError("Your have not set an API key.")
-        data = { 'key': self.key, 'blog': self.blog_url }
+        data = {'key': self.key, 'blog': self.blog_url}
         # this function *doesn't* use the key as part of the URL
         url = 'http://%sverify-key' % self.baseurl
         # we *don't* trap the error here
         # so if akismet is down it will raise an HTTPError or URLError
-        headers = {'User-Agent' : self.user_agent}
+        headers = {'User-Agent': self.user_agent}
         resp = self._safeRequest(url, urlencode(data), headers)
         if resp.lower() == 'valid':
             return True
@@ -226,14 +226,11 @@ class Akismet(object):
         data.setdefault('SERVER_ADMIN', os.environ.get('SERVER_ADMIN', ''))
         data.setdefault('SERVER_NAME', os.environ.get('SERVER_NAME', ''))
         data.setdefault('SERVER_PORT', os.environ.get('SERVER_PORT', ''))
-        data.setdefault('SERVER_SIGNATURE', os.environ.get('SERVER_SIGNATURE',
-            ''))
-        data.setdefault('SERVER_SOFTWARE', os.environ.get('SERVER_SOFTWARE',
-            ''))
+        data.setdefault('SERVER_SIGNATURE', os.environ.get('SERVER_SIGNATURE', ''))
+        data.setdefault('SERVER_SOFTWARE', os.environ.get('SERVER_SOFTWARE', ''))
         data.setdefault('HTTP_ACCEPT', os.environ.get('HTTP_ACCEPT', ''))
         data.setdefault('blog', self.blog_url)
 
-
     def comment_check(self, comment, data=None, build_data=True, DEBUG=False):
         """
         This is the function that checks comments.
@@ -316,7 +313,7 @@ class Akismet(object):
         url = '%scomment-check' % self._getURL()
         # we *don't* trap the error here
         # so if akismet is down it will raise an HTTPError or URLError
-        headers = {'User-Agent' : self.user_agent}
+        headers = {'User-Agent': self.user_agent}
         resp = self._safeRequest(url, urlencode(data), headers)
         if DEBUG:
             return resp
@@ -329,7 +326,6 @@ class Akismet(object):
             # NOTE: Happens when you get a 'howdy wilbur' response !
             raise AkismetError('missing required argument.')
 
-
     def submit_spam(self, comment, data=None, build_data=True):
         """
         This function is used to tell akismet that a comment it marked as ham,
@@ -347,10 +343,9 @@ class Akismet(object):
         url = '%ssubmit-spam' % self._getURL()
         # we *don't* trap the error here
         # so if akismet is down it will raise an HTTPError or URLError
-        headers = {'User-Agent' : self.user_agent}
+        headers = {'User-Agent': self.user_agent}
         self._safeRequest(url, urlencode(data), headers)
 
-
     def submit_ham(self, comment, data=None, build_data=True):
         """
         This function is used to tell akismet that a comment it marked as spam,
@@ -368,5 +363,5 @@ class Akismet(object):
         url = '%ssubmit-ham' % self._getURL()
         # we *don't* trap the error here
         # so if akismet is down it will raise an HTTPError or URLError
-        headers = {'User-Agent' : self.user_agent}
+        headers = {'User-Agent': self.user_agent}
         self._safeRequest(url, urlencode(data), headers)
diff --git a/helpdesk/apps.py b/helpdesk/apps.py
index 8a9755a4..a573b4ca 100644
--- a/helpdesk/apps.py
+++ b/helpdesk/apps.py
@@ -1,6 +1,6 @@
 from django.apps import AppConfig
 
+
 class HelpdeskConfig(AppConfig):
     name = 'helpdesk'
     verbose_name = "Helpdesk"
-
diff --git a/helpdesk/forms.py b/helpdesk/forms.py
index ed0993c0..44d3be8f 100644
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@@ -6,6 +6,8 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
 forms.py - Definitions of newforms-based forms for creating and maintaining
            tickets.
 """
+from django.core.exceptions import ObjectDoesNotExist
+
 try:
     from StringIO import StringIO
 except ImportError:
@@ -13,23 +15,22 @@ except ImportError:
 
 from django import forms
 from django.forms import extras
-from django.core.files.storage import default_storage
 from django.conf import settings
 from django.utils.translation import ugettext_lazy as _
-try:
-    from django.contrib.auth import get_user_model
-    User = get_user_model()
-except ImportError:
-    from django.contrib.auth.models import User
+from django.contrib.auth import get_user_model
 try:
     from django.utils import timezone
 except ImportError:
     from datetime import datetime as timezone
 
 from helpdesk.lib import send_templated_mail, safe_template_context
-from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency
+from helpdesk.models import (Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC,
+                             CustomField, TicketCustomFieldValue, TicketDependency)
 from helpdesk import settings as helpdesk_settings
 
+User = get_user_model()
+
+
 class CustomFieldMixin(object):
     """
     Mixin that provides a method to turn CustomFields into an actual field
@@ -52,7 +53,7 @@ class CustomFieldMixin(object):
             fieldclass = forms.ChoiceField
             choices = field.choices_as_array
             if field.empty_selection_list:
-                choices.insert(0, ('','---------' ) )
+                choices.insert(0, ('', '---------'))
             instanceargs['choices'] = choices
         elif field.data_type == 'boolean':
             fieldclass = forms.BooleanField
@@ -73,6 +74,7 @@ class CustomFieldMixin(object):
 
         self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
 
+
 class EditTicketForm(CustomFieldMixin, forms.ModelForm):
     class Meta:
         model = Ticket
@@ -99,7 +101,6 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
 
             self.customfield_to_field(field, instanceargs)
 
-
     def save(self, *args, **kwargs):
 
         for field, value in self.cleaned_data.items():
@@ -108,7 +109,7 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
                 customfield = CustomField.objects.get(name=field_name)
                 try:
                     cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
-                except:
+                except ObjectDoesNotExist:
                     cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
                 cfv.value = value
                 cfv.save()
@@ -117,14 +118,16 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
 
 
 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))
     class Meta:
         model = FollowUp
         exclude = ('date', 'user',)
 
+    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))
+
+
 class TicketForm(CustomFieldMixin, forms.Form):
     queue = forms.ChoiceField(
         label=_('Queue'),
@@ -158,7 +161,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
         required=False,
         label=_('Case owner'),
         help_text=_('If you select an owner other than yourself, they\'ll be '
-            'e-mailed details of this ticket immediately.'),
+                    'e-mailed details of this ticket immediately.'),
         )
 
     priority = forms.ChoiceField(
@@ -166,8 +169,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
         required=False,
         initial='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(
@@ -178,9 +180,9 @@ class TicketForm(CustomFieldMixin, forms.Form):
 
     def clean_due_date(self):
         data = self.cleaned_data['due_date']
-        #TODO: add Google calendar update hook
-        #if not hasattr(self, 'instance') or self.instance.due_date != new_data:
-        #    print "you changed!"
+        # TODO: add Google calendar update hook
+        # if not hasattr(self, 'instance') or self.instance.due_date != new_data:
+        #     print "you changed!"
         return data
 
     attachment = forms.FileField(
@@ -203,7 +205,6 @@ class TicketForm(CustomFieldMixin, forms.Form):
 
             self.customfield_to_field(field, instanceargs)
 
-
     def save(self, user):
         """
         Writes and returns a Ticket() object
@@ -211,15 +212,15 @@ class TicketForm(CustomFieldMixin, forms.Form):
 
         q = Queue.objects.get(id=int(self.cleaned_data['queue']))
 
-        t = Ticket( title = self.cleaned_data['title'],
-                    submitter_email = self.cleaned_data['submitter_email'],
-                    created = timezone.now(),
-                    status = Ticket.OPEN_STATUS,
-                    queue = q,
-                    description = self.cleaned_data['body'],
-                    priority = self.cleaned_data['priority'],
-                    due_date = self.cleaned_data['due_date'],
-                  )
+        t = Ticket(title=self.cleaned_data['title'],
+                   submitter_email=self.cleaned_data['submitter_email'],
+                   created=timezone.now(),
+                   status=Ticket.OPEN_STATUS,
+                   queue=q,
+                   description=self.cleaned_data['body'],
+                   priority=self.cleaned_data['priority'],
+                   due_date=self.cleaned_data['due_date'],
+                   )
 
         if self.cleaned_data['assigned_to']:
             try:
@@ -234,16 +235,16 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 field_name = field.replace('custom_', '', 1)
                 customfield = CustomField.objects.get(name=field_name)
                 cfv = TicketCustomFieldValue(ticket=t,
-                            field=customfield,
-                            value=value)
+                                             field=customfield,
+                                             value=value)
                 cfv.save()
 
-        f = FollowUp(   ticket = t,
-                        title = _('Ticket Opened'),
-                        date = timezone.now(),
-                        public = True,
-                        comment = self.cleaned_data['body'],
-                        user = user,
+        f = FollowUp(ticket=t,
+                     title=_('Ticket Opened'),
+                     date=timezone.now(),
+                     public=True,
+                     comment=self.cleaned_data['body'],
+                     user=user,
                      )
         if self.cleaned_data['assigned_to']:
             f.title = _('Ticket Opened & Assigned to %(name)s') % {
@@ -290,7 +291,11 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 )
             messages_sent_to.append(t.submitter_email)
 
-        if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
+        if t.assigned_to and \
+                t.assigned_to != user and \
+                t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
+                t.assigned_to.email and \
+                t.assigned_to.email not in messages_sent_to:
             send_templated_mail(
                 'assigned_owner',
                 context,
@@ -312,7 +317,9 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 )
             messages_sent_to.append(q.new_ticket_cc)
 
-        if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
+        if q.updated_ticket_cc and \
+                q.updated_ticket_cc != q.new_ticket_cc and \
+                q.updated_ticket_cc not in messages_sent_to:
             send_templated_mail(
                 'newticket_cc',
                 context,
@@ -350,7 +357,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
         label=_('Description of your issue'),
         required=True,
         help_text=_('Please be as descriptive as possible, including any '
-            'details we may need to address your query.'),
+                    'details we may need to address your query.'),
         )
 
     priority = forms.ChoiceField(
@@ -396,14 +403,14 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
         q = Queue.objects.get(id=int(self.cleaned_data['queue']))
 
         t = Ticket(
-            title = self.cleaned_data['title'],
-            submitter_email = self.cleaned_data['submitter_email'],
-            created = timezone.now(),
-            status = Ticket.OPEN_STATUS,
-            queue = q,
-            description = self.cleaned_data['body'],
-            priority = self.cleaned_data['priority'],
-            due_date = self.cleaned_data['due_date'],
+            title=self.cleaned_data['title'],
+            submitter_email=self.cleaned_data['submitter_email'],
+            created=timezone.now(),
+            status=Ticket.OPEN_STATUS,
+            queue=q,
+            description=self.cleaned_data['body'],
+            priority=self.cleaned_data['priority'],
+            due_date=self.cleaned_data['due_date'],
             )
 
         if q.default_owner and not t.assigned_to:
@@ -416,16 +423,16 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 field_name = field.replace('custom_', '', 1)
                 customfield = CustomField.objects.get(name=field_name)
                 cfv = TicketCustomFieldValue(ticket=t,
-                            field=customfield,
-                            value=value)
+                                             field=customfield,
+                                             value=value)
                 cfv.save()
 
         f = FollowUp(
-            ticket = t,
-            title = _('Ticket Opened Via Web'),
-            date = timezone.now(),
-            public = True,
-            comment = self.cleaned_data['body'],
+            ticket=t,
+            title=_('Ticket Opened Via Web'),
+            date=timezone.now(),
+            public=True,
+            comment=self.cleaned_data['body'],
             )
 
         f.save()
@@ -463,7 +470,10 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
             )
         messages_sent_to.append(t.submitter_email)
 
-        if t.assigned_to and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
+        if t.assigned_to and \
+                t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
+                t.assigned_to.email and \
+                t.assigned_to.email not in messages_sent_to:
             send_templated_mail(
                 'assigned_owner',
                 context,
@@ -485,7 +495,9 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 )
             messages_sent_to.append(q.new_ticket_cc)
 
-        if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
+        if q.updated_ticket_cc and \
+                q.updated_ticket_cc != q.new_ticket_cc and \
+                q.updated_ticket_cc not in messages_sent_to:
             send_templated_mail(
                 'newticket_cc',
                 context,
@@ -537,12 +549,18 @@ class UserSettingsForm(forms.Form):
         required=False,
         )
 
+
 class EmailIgnoreForm(forms.ModelForm):
     class Meta:
         model = IgnoreEmail
         exclude = []
 
+
 class TicketCCForm(forms.ModelForm):
+    class Meta:
+        model = TicketCC
+        exclude = ('ticket',)
+
     def __init__(self, *args, **kwargs):
         super(TicketCCForm, self).__init__(*args, **kwargs)
         if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
@@ -550,9 +568,7 @@ class TicketCCForm(forms.ModelForm):
         else:
             users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
         self.fields['user'].queryset = users
-    class Meta:
-        model = TicketCC
-        exclude = ('ticket',)
+
 
 class TicketDependencyForm(forms.ModelForm):
     class Meta:
diff --git a/helpdesk/lib.py b/helpdesk/lib.py
index 95dddbd0..84a60b2f 100644
--- a/helpdesk/lib.py
+++ b/helpdesk/lib.py
@@ -6,7 +6,7 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
 lib.py - Common functions (eg multipart e-mail)
 """
 
-chart_colours = ('80C65A', '990066', 'FF9900', '3399CC', 'BBCCED', '3399CC', 'FFCC33')
+import logging
 
 try:
     from base64 import urlsafe_b64encode as b64encode
@@ -17,13 +17,20 @@ try:
 except ImportError:
     from base64 import decodestring as b64decode
 
-import logging
-logger = logging.getLogger('helpdesk')
-
 from django.utils.encoding import smart_str
 from django.db.models import Q
+from django.utils.safestring import mark_safe
 
-def send_templated_mail(template_name, email_context, recipients, sender=None, bcc=None, fail_silently=False, files=None):
+logger = logging.getLogger('helpdesk')
+
+
+def send_templated_mail(template_name,
+                        email_context,
+                        recipients,
+                        sender=None,
+                        bcc=None,
+                        fail_silently=False,
+                        files=None):
     """
     send_templated_mail() is a warpper around Django's e-mail routines that
     allows us to easily send multipart (text/plain & text/html) e-mails using
@@ -83,16 +90,17 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
         try:
             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)
-            return # just ignore if template doesn't exist
+            logger.warning('template "%s" does not exist, no mail sent',
+                           template_name)
+            return  # just ignore if template doesn't exist
 
     if not sender:
         sender = settings.DEFAULT_FROM_EMAIL
 
     footer_file = os.path.join('helpdesk', locale, 'email_text_footer.txt')
 
-    # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
+    # get_template_from_string was removed in Django 1.8
+    # http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
     try:
         from django.template import engines
         template_func = engines['django'].from_string
@@ -105,21 +113,22 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
 
     email_html_base_file = os.path.join('helpdesk', locale, 'email_html_base.html')
 
-
-    ''' keep new lines in html emails '''
-    from django.utils.safestring import mark_safe
-
+    # keep new lines in html emails
     if 'comment' in context:
         html_txt = context['comment']
         html_txt = html_txt.replace('\r\n', '<br>')
         context['comment'] = mark_safe(html_txt)
 
-    # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
+    # get_template_from_string was removed in Django 1.8
+    # http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
     html_part = template_func(
-        "{%% extends '%s' %%}{%% block title %%}%s{%% endblock %%}{%% block content %%}%s{%% endblock %%}" % (email_html_base_file, t.heading, t.html)
-        ).render(context)
+        "{%% extends '%s' %%}{%% block title %%}"
+        "%s"
+        "{%% endblock %%}{%% block content %%}%s{%% endblock %%}" %
+        (email_html_base_file, t.heading, t.html)).render(context)
 
-    # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
+    # get_template_from_string was removed in Django 1.8
+    # http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
     subject_part = template_func(
         HELPDESK_EMAIL_SUBJECT_TEMPLATE % {
             "subject": t.subject,
@@ -129,13 +138,11 @@ def send_templated_mail(template_name, email_context, recipients, sender=None, b
         if recipients.find(','):
             recipients = recipients.split(',')
     elif type(recipients) != list:
-        recipients = [recipients,]
+        recipients = [recipients, ]
 
-    msg = EmailMultiAlternatives(   subject_part.replace('\n', '').replace('\r', ''),
-                                    text_part,
-                                    sender,
-                                    recipients,
-                                    bcc=bcc)
+    msg = EmailMultiAlternatives(
+        subject_part.replace('\n', '').replace('\r', ''),
+        text_part, sender, recipients, bcc=bcc)
     msg.attach_alternative(html_part, "text/html")
 
     if files:
@@ -230,19 +237,19 @@ def safe_template_context(ticket):
         }
     queue = ticket.queue
 
-    for field in (  'title', 'slug', 'email_address', 'from_address', 'locale'):
+    for field in ('title', 'slug', 'email_address', 'from_address', 'locale'):
         attr = getattr(queue, field, None)
         if callable(attr):
             context['queue'][field] = attr()
         else:
             context['queue'][field] = attr
 
-    for field in (  'title', 'created', 'modified', 'submitter_email',
-                    'status', 'get_status_display', 'on_hold', 'description',
-                    'resolution', 'priority', 'get_priority_display',
-                    'last_escalation', 'ticket', 'ticket_for_url',
-                    'get_status', 'ticket_url', 'staff_url', '_get_assigned_to'
-                 ):
+    for field in ('title', 'created', 'modified', 'submitter_email',
+                  'status', 'get_status_display', 'on_hold', 'description',
+                  'resolution', 'priority', 'get_priority_display',
+                  'last_escalation', 'ticket', 'ticket_for_url',
+                  'get_status', 'ticket_url', 'staff_url', '_get_assigned_to'
+                  ):
         attr = getattr(ticket, field, None)
         if callable(attr):
             context['ticket'][field] = '%s' % attr()
@@ -278,10 +285,10 @@ def text_is_spam(text, request):
     )
 
     if hasattr(settings, 'TYPEPAD_ANTISPAM_API_KEY'):
-        ak.setAPIKey(key = settings.TYPEPAD_ANTISPAM_API_KEY)
+        ak.setAPIKey(key=settings.TYPEPAD_ANTISPAM_API_KEY)
         ak.baseurl = 'api.antispam.typepad.com/1.1/'
     elif hasattr(settings, 'AKISMET_API_KEY'):
-        ak.setAPIKey(key = settings.AKISMET_API_KEY)
+        ak.setAPIKey(key=settings.AKISMET_API_KEY)
     else:
         return False
 
diff --git a/helpdesk/management/commands/create_escalation_exclusions.py b/helpdesk/management/commands/create_escalation_exclusions.py
index 089e9b26..6c011f1b 100644
--- a/helpdesk/management/commands/create_escalation_exclusions.py
+++ b/helpdesk/management/commands/create_escalation_exclusions.py
@@ -16,7 +16,6 @@ from optparse import make_option
 import sys
 
 from django.core.management.base import BaseCommand, CommandError
-from django.db.models import Q
 
 from helpdesk.models import EscalationExclusion, Queue
 
@@ -47,7 +46,8 @@ class Command(BaseCommand):
 
     def handle(self, *args, **options):
         days = options['days']
-        occurrences = options['occurrences']
+        # optparse should already handle the `or 1`
+        occurrences = options['occurrences'] or 1
         verbose = False
         queue_slugs = options['queues']
         queues = []
@@ -55,8 +55,6 @@ class Command(BaseCommand):
         if options['escalate-verbosely']:
             verbose = True
 
-        # this should already be handled by optparse
-        if not occurrences: occurrences = 1
         if not (days and occurrences):
             raise CommandError('One or more occurrences must be specified.')
 
@@ -116,7 +114,6 @@ def usage():
     print(" --verbose, -v: Display a list of dates excluded")
 
 
-
 if __name__ == '__main__':
     # This script can be run from the command-line or via Django's manage.py.
     try:
@@ -126,7 +123,7 @@ if __name__ == '__main__':
         sys.exit(2)
 
     days = None
-    occurrences = None
+    occurrences = 1
     verbose = False
     queue_slugs = None
     queues = []
@@ -139,9 +136,8 @@ if __name__ == '__main__':
         if o in ('-q', '--queues'):
             queue_slugs = a
         if o in ('-o', '--occurrences'):
-            occurrences = int(a)
+            occurrences = int(a) or 1
 
-    if not occurrences: occurrences = 1
     if not (days and occurrences):
         usage()
         sys.exit(2)
diff --git a/helpdesk/management/commands/create_usersettings.py b/helpdesk/management/commands/create_usersettings.py
index eafa6278..965d347f 100644
--- a/helpdesk/management/commands/create_usersettings.py
+++ b/helpdesk/management/commands/create_usersettings.py
@@ -10,17 +10,16 @@ users who don't yet have them.
 
 from django.utils.translation import ugettext as _
 from django.core.management.base import BaseCommand
-try:
-    from django.contrib.auth import get_user_model
-    User = get_user_model()
-except ImportError:
-    from django.contrib.auth.models import User
+from django.contrib.auth import get_user_model
 
 from helpdesk.models import UserSettings
 from helpdesk.settings import DEFAULT_USER_SETTINGS
 
+User = get_user_model()
+
+
 class Command(BaseCommand):
-    "create_usersettings command"
+    """create_usersettings command"""
 
     help = _('Check for user without django-helpdesk UserSettings '
              'and create settings if required. Uses '
@@ -28,10 +27,7 @@ class Command(BaseCommand):
              'suit your situation.')
 
     def handle(self, *args, **options):
-        "handle command line"
+        """handle command line"""
         for u in User.objects.all():
-            try:
-                s = UserSettings.objects.get(user=u)
-            except UserSettings.DoesNotExist:
-                s = UserSettings(user=u, settings=DEFAULT_USER_SETTINGS)
-                s.save()
+            UserSettings.objects.get_or_create(user=u,
+                                               defaults={'settings': DEFAULT_USER_SETTINGS})
diff --git a/helpdesk/management/commands/escalate_tickets.py b/helpdesk/management/commands/escalate_tickets.py
index 9212813b..a3df890a 100644
--- a/helpdesk/management/commands/escalate_tickets.py
+++ b/helpdesk/management/commands/escalate_tickets.py
@@ -56,7 +56,7 @@ class Command(BaseCommand):
             queue_set = queue_slugs.split(',')
             for queue in queue_set:
                 try:
-                    q = Queue.objects.get(slug__exact=queue)
+                    Queue.objects.get(slug__exact=queue)
                 except Queue.DoesNotExist:
                     raise CommandError("Queue %s does not exist." % queue)
                 queues.append(queue)
@@ -82,24 +82,23 @@ def escalate_tickets(queues, verbose):
                 days += 1
             workdate = workdate + timedelta(days=1)
 
-
         req_last_escl_date = date.today() - timedelta(days=days)
 
         if verbose:
             print("Processing: %s" % q)
 
         for t in q.ticket_set.filter(
-                  Q(status=Ticket.OPEN_STATUS)
-                | Q(status=Ticket.REOPENED_STATUS)
-            ).exclude(
-                priority=1
-            ).filter(
-                  Q(on_hold__isnull=True)
-                | Q(on_hold=False)
-            ).filter(
-                  Q(last_escalation__lte=req_last_escl_date)
-                | Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
-            ):
+                      Q(status=Ticket.OPEN_STATUS)
+                      | Q(status=Ticket.REOPENED_STATUS)
+                ).exclude(
+                    priority=1
+                ).filter(
+                      Q(on_hold__isnull=True)
+                      | Q(on_hold=False)
+                ).filter(
+                      Q(last_escalation__lte=req_last_escl_date)
+                      | Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
+                ):
 
             t.last_escalation = timezone.now()
             t.priority -= 1
@@ -143,8 +142,8 @@ def escalate_tickets(queues, verbose):
                 )
 
             f = FollowUp(
-                ticket = t,
-                title = 'Ticket Escalated',
+                ticket=t,
+                title='Ticket Escalated',
                 date=timezone.now(),
                 public=True,
                 comment=_('Ticket escalated after %s days' % q.escalate_days),
@@ -152,10 +151,10 @@ def escalate_tickets(queues, verbose):
             f.save()
 
             tc = TicketChange(
-                followup = f,
-                field = _('Priority'),
-                old_value = t.priority + 1,
-                new_value = t.priority,
+                followup=f,
+                field=_('Priority'),
+                old_value=t.priority + 1,
+                new_value=t.priority,
             )
             tc.save()
 
diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index 99f45f73..287cff0f 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -40,6 +40,14 @@ from helpdesk.lib import send_templated_mail, safe_template_context
 from helpdesk.models import Queue, Ticket, FollowUp, Attachment, IgnoreEmail
 
 
+STRIPPED_SUBJECT_STRINGS = [
+    "Re: ",
+    "Fw: ",
+    "RE: ",
+    "FW: ",
+    "Automatic reply: ",
+]
+
 class Command(BaseCommand):
     def __init__(self):
         BaseCommand.__init__(self)
@@ -52,7 +60,8 @@ class Command(BaseCommand):
                 help='Hide details about each queue/message as they are processed'),
             )
 
-    help = 'Process Jutda Helpdesk queues and process e-mails via POP3/IMAP as required, feeding them into the helpdesk.'
+    help = 'Process Jutda Helpdesk queues and process e-mails via ' \
+           'POP3/IMAP as required, feeding them into the helpdesk.'
 
     def handle(self, *args, **options):
         quiet = options.get('quiet', False)
@@ -70,7 +79,6 @@ def process_email(quiet=False):
         if not q.email_box_interval:
             q.email_box_interval = 0
 
-
         queue_time_delta = timedelta(minutes=q.email_box_interval)
 
         if (q.email_box_last_check + queue_time_delta) > timezone.now():
@@ -90,39 +98,47 @@ def process_queue(q, quiet=False):
         try:
             import socks
         except ImportError:
-            raise ImportError("Queue has been configured with proxy settings, but no socks library was installed. Try to install PySocks via pypi.")
+            raise ImportError("Queue has been configured with proxy settings, "
+                              "but no socks library was installed. "
+                              "Try to install PySocks via pypi.")
 
         proxy_type = {
             'socks4': socks.SOCKS4,
             'socks5': socks.SOCKS5,
         }.get(q.socks_proxy_type)
 
-        socks.set_default_proxy(proxy_type=proxy_type, addr=q.socks_proxy_host, port=q.socks_proxy_port)
+        socks.set_default_proxy(proxy_type=proxy_type,
+                                addr=q.socks_proxy_host,
+                                port=q.socks_proxy_port)
         socket.socket = socks.socksocket
     else:
         socket.socket = socket._socketobject
 
-    email_box_type = settings.QUEUE_EMAIL_BOX_TYPE if settings.QUEUE_EMAIL_BOX_TYPE else q.email_box_type
+    email_box_type = settings.QUEUE_EMAIL_BOX_TYPE or q.email_box_type
 
     if email_box_type == 'pop3':
-
         if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
-            if not q.email_box_port: q.email_box_port = 995
-            server = poplib.POP3_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
+            if not q.email_box_port:
+                q.email_box_port = 995
+            server = poplib.POP3_SSL(q.email_box_host or
+                                     settings.QUEUE_EMAIL_BOX_HOST,
+                                     int(q.email_box_port))
         else:
-            if not q.email_box_port: q.email_box_port = 110
-            server = poplib.POP3(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
+            if not q.email_box_port:
+                q.email_box_port = 110
+            server = poplib.POP3(q.email_box_host or
+                                 settings.QUEUE_EMAIL_BOX_HOST,
+                                 int(q.email_box_port))
 
         server.getwelcome()
         server.user(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER)
         server.pass_(q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
 
-
         messagesInfo = server.list()[1]
 
         for msg in messagesInfo:
             msgNum = msg.split(" ")[0]
-            msgSize = msg.split(" ")[1]
+            # msgSize = msg.split(" ")[1]
 
             full_message = "\n".join(server.retr(msgNum)[1])
             ticket = ticket_from_message(message=full_message, queue=q, quiet=quiet)
@@ -134,13 +150,22 @@ def process_queue(q, quiet=False):
 
     elif email_box_type == 'imap':
         if q.email_box_ssl or settings.QUEUE_EMAIL_BOX_SSL:
-            if not q.email_box_port: q.email_box_port = 993
-            server = imaplib.IMAP4_SSL(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
+            if not q.email_box_port:
+                q.email_box_port = 993
+            server = imaplib.IMAP4_SSL(q.email_box_host or
+                                       settings.QUEUE_EMAIL_BOX_HOST,
+                                       int(q.email_box_port))
         else:
-            if not q.email_box_port: q.email_box_port = 143
-            server = imaplib.IMAP4(q.email_box_host or settings.QUEUE_EMAIL_BOX_HOST, int(q.email_box_port))
+            if not q.email_box_port:
+                q.email_box_port = 143
+            server = imaplib.IMAP4(q.email_box_host or
+                                   settings.QUEUE_EMAIL_BOX_HOST,
+                                   int(q.email_box_port))
 
-        server.login(q.email_box_user or settings.QUEUE_EMAIL_BOX_USER, q.email_box_pass or settings.QUEUE_EMAIL_BOX_PASSWORD)
+        server.login(q.email_box_user or
+                     settings.QUEUE_EMAIL_BOX_USER,
+                     q.email_box_pass or
+                     settings.QUEUE_EMAIL_BOX_PASSWORD)
         server.select(q.email_box_imap_folder)
 
         status, data = server.search(None, 'NOT', 'DELETED')
@@ -160,22 +185,26 @@ def process_queue(q, quiet=False):
 def decodeUnknown(charset, string):
     if not charset:
         try:
-            return string.decode('utf-8','ignore')
+            return string.decode('utf-8', 'ignore')
         except:
-            return string.decode('iso8859-1','ignore')
+            return string.decode('iso8859-1', 'ignore')
     return unicode(string, charset)
 
+
 def decode_mail_headers(string):
     decoded = decode_header(string)
     return u' '.join([unicode(msg, charset or 'utf-8') for msg, charset in decoded])
 
+
 def ticket_from_message(message, queue, quiet):
     # 'message' must be an RFC822 formatted message.
     msg = message
     message = email.message_from_string(msg)
     subject = message.get('subject', _('Created from e-mail'))
     subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
-    subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").replace("Automatic reply: ", "").strip()
+    for affix in STRIPPED_SUBJECT_STRINGS:
+        subject = subject.replace(affix, "")
+    subject = subject.strip()
 
     sender = message.get('from', _('Unknown Sender'))
     sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
@@ -210,9 +239,10 @@ def ticket_from_message(message, queue, quiet):
         if name:
             name = collapse_rfc2231_value(name)
 
-        if part.get_content_maintype() == 'text' and name == None:
+        if part.get_content_maintype() == 'text' and name is None:
             if part.get_content_subtype() == 'plain':
-                body_plain = EmailReplyParser.parse_reply(decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
+                body_plain = EmailReplyParser.parse_reply(
+                    decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
             else:
                 body_html = part.get_payload(decode=True)
         else:
@@ -259,7 +289,7 @@ def ticket_from_message(message, queue, quiet):
     if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
         priority = 2
 
-    if ticket == None:
+    if ticket is None:
         t = Ticket(
             title=subject,
             queue=queue,
@@ -270,18 +300,18 @@ def ticket_from_message(message, queue, quiet):
         )
         t.save()
         new = True
-        update = ''
+        # update = ''
 
     elif t.status == Ticket.CLOSED_STATUS:
         t.status = Ticket.REOPENED_STATUS
         t.save()
 
     f = FollowUp(
-        ticket = t,
-        title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
-        date = timezone.now(),
-        public = True,
-        comment = body,
+        ticket=t,
+        title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
+        date=timezone.now(),
+        public=True,
+        comment=body,
     )
 
     if t.status == Ticket.REOPENED_STATUS:
@@ -308,7 +338,6 @@ def ticket_from_message(message, queue, quiet):
             if not quiet:
                 print("    - %s" % filename)
 
-
     context = safe_template_context(t)
 
     if new:
@@ -343,10 +372,10 @@ def ticket_from_message(message, queue, quiet):
     else:
         context.update(comment=f.comment)
 
-        if t.status == Ticket.REOPENED_STATUS:
-            update = _(' (Reopened)')
-        else:
-            update = _(' (Updated)')
+        # if t.status == Ticket.REOPENED_STATUS:
+        #     update = _(' (Reopened)')
+        # else:
+        #     update = _(' (Updated)')
 
         if t.assigned_to:
             send_templated_mail(
diff --git a/helpdesk/migrations/0003_initial_data_import.py b/helpdesk/migrations/0003_initial_data_import.py
index 566993e0..cc478377 100644
--- a/helpdesk/migrations/0003_initial_data_import.py
+++ b/helpdesk/migrations/0003_initial_data_import.py
@@ -25,7 +25,7 @@ def load_fixture(apps, schema_editor):
 
 
 def unload_fixture(apps, schema_editor):
-    "Delete all EmailTemplate objects"
+    """Delete all EmailTemplate objects"""
 
     objects = deserialize_fixture()
 
diff --git a/helpdesk/models.py b/helpdesk/models.py
index a3a9c7e4..4ee9ab08 100644
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@@ -12,14 +12,10 @@ from django.contrib.auth.models import Permission
 from django.contrib.contenttypes.models import ContentType
 from django.core.exceptions import ObjectDoesNotExist
 from django.db import models
-from django.contrib.auth import get_user_model
 from django.conf import settings
 from django.utils.translation import ugettext_lazy as _, ugettext
-from django import VERSION
 from django.utils.encoding import python_2_unicode_compatible
 
-from helpdesk import settings as helpdesk_settings
-
 try:
     from django.utils import timezone
 except ImportError:
@@ -47,7 +43,7 @@ class Queue(models.Model):
         max_length=50,
         unique=True,
         help_text=_('This slug is used when building ticket ID\'s. Once set, '
-            'try not to change it or e-mailing may get messy.'),
+                    'try not to change it or e-mailing may get messy.'),
         )
 
     email_address = models.EmailField(
@@ -55,8 +51,8 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('All outgoing e-mails for this queue will use this e-mail '
-            'address. If you use IMAP or POP3, this should be the e-mail '
-            'address for that mailbox.'),
+                    'address. If you use IMAP or POP3, this should be the e-mail '
+                    'address for that mailbox.'),
         )
 
     locale = models.CharField(
@@ -64,15 +60,15 @@ class Queue(models.Model):
         max_length=10,
         blank=True,
         null=True,
-        help_text=_('Locale of this queue. All correspondence in this queue will be in this language.'),
+        help_text=_('Locale of this queue. All correspondence in this '
+                    'queue will be in this language.'),
         )
 
     allow_public_submission = models.BooleanField(
         _('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(
@@ -80,7 +76,7 @@ class Queue(models.Model):
         blank=True,
         default=False,
         help_text=_('Do you want to poll the e-mail box below for new '
-            'tickets?'),
+                    'tickets?'),
         )
 
     escalate_days = models.IntegerField(
@@ -88,7 +84,7 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('For tickets which are not held, how often do you wish to '
-            'increase their priority? Set to 0 for no escalation.'),
+                    'increase their priority? Set to 0 for no escalation.'),
         )
 
     new_ticket_cc = models.CharField(
@@ -97,8 +93,8 @@ class Queue(models.Model):
         null=True,
         max_length=200,
         help_text=_('If an e-mail address is entered here, then it will '
-            'receive notification of all new tickets created for this queue. '
-            'Enter a comma between multiple e-mail addresses.'),
+                    'receive notification of all new tickets created for this queue. '
+                    'Enter a comma between multiple e-mail addresses.'),
         )
 
     updated_ticket_cc = models.CharField(
@@ -107,9 +103,9 @@ class Queue(models.Model):
         null=True,
         max_length=200,
         help_text=_('If an e-mail address is entered here, then it will '
-            'receive notification of all activity (new tickets, closed '
-            'tickets, updates, reassignments, etc) for this queue. Separate '
-            'multiple addresses with a comma.'),
+                    'receive notification of all activity (new tickets, closed '
+                    'tickets, updates, reassignments, etc) for this queue. Separate '
+                    'multiple addresses with a comma.'),
         )
 
     email_box_type = models.CharField(
@@ -119,7 +115,7 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('E-Mail server type for creating tickets automatically '
-            'from a mailbox - both POP3 and IMAP are supported.'),
+                    'from a mailbox - both POP3 and IMAP are supported.'),
         )
 
     email_box_host = models.CharField(
@@ -128,7 +124,7 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('Your e-mail server address - either the domain name or '
-            'IP address. May be "localhost".'),
+                    'IP address. May be "localhost".'),
         )
 
     email_box_port = models.IntegerField(
@@ -136,8 +132,8 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('Port number to use for accessing e-mail. Default for '
-            'POP3 is "110", and for IMAP is "143". This may differ on some '
-            'servers. Leave it blank to use the defaults.'),
+                    'POP3 is "110", and for IMAP is "143". This may differ on some '
+                    'servers. Leave it blank to use the defaults.'),
         )
 
     email_box_ssl = models.BooleanField(
@@ -145,7 +141,7 @@ class Queue(models.Model):
         blank=True,
         default=False,
         help_text=_('Whether to use SSL for IMAP or POP3 - the default ports '
-            'when using SSL are 993 for IMAP and 995 for POP3.'),
+                    'when using SSL are 993 for IMAP and 995 for POP3.'),
         )
 
     email_box_user = models.CharField(
@@ -170,9 +166,9 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('If using IMAP, what folder do you wish to fetch messages '
-            'from? This allows you to use one IMAP account for multiple '
-            'queues, by filtering messages on your IMAP server into separate '
-            'folders. Default: INBOX.'),
+                    'from? This allows you to use one IMAP account for multiple '
+                    'queues, by filtering messages on your IMAP server into separate '
+                    'folders. Default: INBOX.'),
         )
 
     permission_name = models.CharField(
@@ -375,7 +371,7 @@ class Ticket(models.Model):
         blank=True,
         null=True,
         help_text=_('The submitter will receive an email for all public '
-            'follow-ups left for this task.'),
+                    'follow-ups left for this task.'),
         )
 
     assigned_to = models.ForeignKey(
@@ -396,8 +392,7 @@ 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(
@@ -433,7 +428,7 @@ class Ticket(models.Model):
         null=True,
         editable=False,
         help_text=_('The date this ticket was last escalated - updated '
-            'automatically by management/commands/escalate_tickets.py.'),
+                    'automatically by management/commands/escalate_tickets.py.'),
         )
 
     def _get_assigned_to(self):
@@ -453,7 +448,7 @@ class Ticket(models.Model):
         """ A user-friendly ticket ID, which is a combination of ticket ID
         and queue slug. This is generally used in e-mail subjects. """
 
-        return u"[%s]" % (self.ticket_for_url)
+        return u"[%s]" % self.ticket_for_url
     ticket = property(_get_ticket)
 
     def _get_ticket_for_url(self):
@@ -486,7 +481,8 @@ class Ticket(models.Model):
         held_msg = ''
         if self.on_hold: held_msg = _(' - On Hold')
         dep_msg = ''
-        if self.can_be_resolved == False: dep_msg = _(' - Open dependencies')
+        if not self.can_be_resolved:
+            dep_msg = _(' - Open dependencies')
         return u'%s%s%s' % (self.get_status_display(), held_msg, dep_msg)
     get_status = property(_get_status)
 
@@ -534,7 +530,8 @@ class Ticket(models.Model):
         False = There are non-resolved dependencies
         """
         OPEN_STATUSES = (Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS)
-        return TicketDependency.objects.filter(ticket=self).filter(depends_on__status__in=OPEN_STATUSES).count() == 0
+        return TicketDependency.objects.filter(ticket=self).filter(
+            depends_on__status__in=OPEN_STATUSES).count() == 0
     can_be_resolved = property(_can_be_resolved)
 
     class Meta:
@@ -547,7 +544,7 @@ class Ticket(models.Model):
         return '%s %s' % (self.id, self.title)
 
     def get_absolute_url(self):
-        return ('helpdesk_view', (self.id,))
+        return 'helpdesk_view', (self.id,)
     get_absolute_url = models.permalink(get_absolute_url)
 
     def save(self, *args, **kwargs):
@@ -562,8 +559,8 @@ class Ticket(models.Model):
 
         super(Ticket, self).save(*args, **kwargs)
 
-    @classmethod
-    def queue_and_id_from_query(klass, query):
+    @staticmethod
+    def queue_and_id_from_query(query):
         # Apply the opposite logic here compared to self._get_ticket_for_url
         # Ensure that queues with '-' in them will work
         parts = query.split('-')
@@ -621,7 +618,7 @@ class FollowUp(models.Model):
         blank=True,
         default=False,
         help_text=_('Public tickets are viewable by the submitter and all '
-            'staff, but non-public tickets can only be seen by staff.'),
+                    'staff, but non-public tickets can only be seen by staff.'),
         )
 
     user = models.ForeignKey(
@@ -785,33 +782,32 @@ class PreSetReply(models.Model):
     When replying to a ticket, the user can select any reply set for the current
     queue, and the body text is fetched via AJAX.
     """
+    class Meta:
+        ordering = ['name', ]
+        verbose_name = _('Pre-set reply')
+        verbose_name_plural = _('Pre-set replies')
 
     queues = models.ManyToManyField(
         Queue,
         blank=True,
         help_text=_('Leave blank to allow this reply to be used for all '
-            'queues, or select those queues you wish to limit this reply to.'),
+                    'queues, or select those queues you wish to limit this reply to.'),
         )
 
     name = models.CharField(
         _('Name'),
         max_length=100,
         help_text=_('Only used to assist users with selecting a reply - not '
-            'shown to the user.'),
+                    'shown to the user.'),
         )
 
     body = models.TextField(
         _('Body'),
         help_text=_('Context available: {{ ticket }} - ticket object (eg '
-            '{{ ticket.title }}); {{ queue }} - The queue; and {{ user }} '
-            '- the current user.'),
+                    '{{ ticket.title }}); {{ queue }} - The queue; and {{ user }} '
+                    '- the current user.'),
         )
 
-    class Meta:
-        ordering = ['name',]
-        verbose_name = _('Pre-set reply')
-        verbose_name_plural = _('Pre-set replies')
-
     def __str__(self):
         return '%s' % self.name
 
@@ -831,9 +827,8 @@ class EscalationExclusion(models.Model):
     queues = models.ManyToManyField(
         Queue,
         blank=True,
-        help_text=_('Leave blank for this exclusion to be applied to all '
-            'queues, or select those queues you wish to exclude with this '
-            'entry.'),
+        help_text=_('Leave blank for this exclusion to be applied to all queues, '
+                    'or select those queues you wish to exclude with this entry.'),
         )
 
     name = models.CharField(
@@ -873,29 +868,28 @@ class EmailTemplate(models.Model):
         _('Subject'),
         max_length=100,
         help_text=_('This will be prefixed with "[ticket.ticket] ticket.title"'
-            '. We recommend something simple such as "(Updated") or "(Closed)"'
-            ' - the same context is available as in plain_text, below.'),
+                    '. We recommend something simple such as "(Updated") or "(Closed)"'
+                    ' - the same context is available as in plain_text, below.'),
         )
 
     heading = models.CharField(
         _('Heading'),
         max_length=100,
         help_text=_('In HTML e-mails, this will be the heading at the top of '
-            'the email - the same context is available as in plain_text, '
-            'below.'),
+                    'the email - the same context is available as in plain_text, '
+                    'below.'),
         )
 
     plain_text = models.TextField(
         _('Plain Text'),
         help_text=_('The context available to you includes {{ ticket }}, '
-            '{{ queue }}, and depending on the time of the call: '
-            '{{ resolution }} or {{ comment }}.'),
+                    '{{ queue }}, and depending on the time of the call: '
+                    '{{ resolution }} or {{ comment }}.'),
         )
 
     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(
@@ -944,7 +938,7 @@ class KBCategory(models.Model):
         verbose_name_plural = _('Knowledge base categories')
 
     def get_absolute_url(self):
-        return ('helpdesk_kb_category', (), {'slug': self.slug})
+        return 'helpdesk_kb_category', (), {'slug': self.slug}
     get_absolute_url = models.permalink(get_absolute_url)
 
 
@@ -986,8 +980,7 @@ 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,
         )
 
@@ -1012,7 +1005,7 @@ class KBItem(models.Model):
         verbose_name_plural = _('Knowledge base items')
 
     def get_absolute_url(self):
-        return ('helpdesk_kb_item', (self.id,))
+        return 'helpdesk_kb_item', (self.id,)
     get_absolute_url = models.permalink(get_absolute_url)
 
 
@@ -1076,7 +1069,8 @@ class UserSettings(models.Model):
 
     settings_pickled = models.TextField(
         _('Settings Dictionary'),
-        help_text=_('This is a base64-encoded representation of a pickled Python dictionary. Do not change this field via the admin.'),
+        help_text=_('This is a base64-encoded representation of a pickled Python dictionary. '
+                    'Do not change this field via the admin.'),
         blank=True,
         null=True,
         )
@@ -1125,15 +1119,7 @@ def create_usersettings(sender, instance, created, **kwargs):
     if created:
         UserSettings.objects.create(user=instance, settings=DEFAULT_USER_SETTINGS)
 
-try:
-    # Connecting via settings.AUTH_USER_MODEL (string) fails in Django < 1.7. We need the actual model there.
-    # https://docs.djangoproject.com/en/1.7/topics/auth/customizing/#referencing-the-user-model
-    if VERSION < (1, 7):
-        raise ValueError
-    models.signals.post_save.connect(create_usersettings, sender=settings.AUTH_USER_MODEL)
-except:
-    signal_user = get_user_model()
-    models.signals.post_save.connect(create_usersettings, sender=signal_user)
+models.signals.post_save.connect(create_usersettings, sender=settings.AUTH_USER_MODEL)
 
 
 @python_2_unicode_compatible
@@ -1143,12 +1129,15 @@ class IgnoreEmail(models.Model):
     processing IMAP and POP3 mailboxes, eg mails from postmaster or from
     known trouble-makers.
     """
+    class Meta:
+        verbose_name = _('Ignored e-mail address')
+        verbose_name_plural = _('Ignored e-mail addresses')
+
     queues = models.ManyToManyField(
         Queue,
         blank=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.'),
+        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(
@@ -1167,16 +1156,15 @@ class IgnoreEmail(models.Model):
         _('E-Mail Address'),
         max_length=150,
         help_text=_('Enter a full e-mail address, or portions with '
-            'wildcards, eg *@domain.com or postmaster@*.'),
+                    'wildcards, eg *@domain.com or postmaster@*.'),
         )
 
     keep_in_mailbox = models.BooleanField(
         _('Save Emails in Mailbox?'),
         blank=True,
         default=False,
-        help_text=_('Do you want to save emails from this address in the '
-            'mailbox? If this is unticked, emails from this address will '
-            'be deleted.'),
+        help_text=_('Do you want to save emails from this address in the mailbox? '
+                    'If this is unticked, emails from this address will be deleted.'),
         )
 
     def __str__(self):
@@ -1202,18 +1190,14 @@ class IgnoreEmail(models.Model):
         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] == "*":
+        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
 
-    class Meta:
-        verbose_name = _('Ignored e-mail address')
-        verbose_name_plural = _('Ignored e-mail addresses')
-
 
 @python_2_unicode_compatible
 class TicketCC(models.Model):
@@ -1277,6 +1261,7 @@ class TicketCC(models.Model):
     def __str__(self):
         return '%s for %s' % (self.display, self.ticket.title)
 
+
 class CustomFieldManager(models.Manager):
     def get_queryset(self):
         return super(CustomFieldManager, self).get_queryset().order_by('ordering')
@@ -1290,7 +1275,8 @@ class CustomField(models.Model):
 
     name = models.SlugField(
         _('Field Name'),
-        help_text=_('As used in the database and behind the scenes. Must be unique and consist of only lowercase letters with no punctuation.'),
+        help_text=_('As used in the database and behind the scenes. '
+                    'Must be unique and consist of only lowercase letters with no punctuation.'),
         unique=True,
         )
 
@@ -1346,7 +1332,8 @@ class CustomField(models.Model):
     empty_selection_list = models.BooleanField(
         _('Add empty first choice to List?'),
         default=False,
-        help_text=_('Only for List: adds an empty first entry to the choices list, which enforces that the user makes an active choice.'),
+        help_text=_('Only for List: adds an empty first entry to the choices list, '
+                    'which enforces that the user makes an active choice.'),
         )
 
     list_values = models.TextField(
@@ -1379,14 +1366,15 @@ class CustomField(models.Model):
 
     staff_only = models.BooleanField(
         _('Staff Only?'),
-        help_text=_('If this is ticked, then the public submission form will NOT show this field'),
+        help_text=_('If this is ticked, then the public submission form '
+                    'will NOT show this field'),
         default=False,
         )
 
     objects = CustomFieldManager()
 
     def __str__(self):
-        return '%s' % (self.name)
+        return '%s' % self.name
 
     class Meta:
         verbose_name = _('Custom field')
@@ -1423,6 +1411,11 @@ class TicketDependency(models.Model):
     To help enforce this, a helper function `can_be_resolved` on each Ticket instance checks that
     these have all been resolved.
     """
+    class Meta:
+        unique_together = (('ticket', 'depends_on'),)
+        verbose_name = _('Ticket dependency')
+        verbose_name_plural = _('Ticket dependencies')
+
     ticket = models.ForeignKey(
         Ticket,
         verbose_name=_('Ticket'),
@@ -1437,8 +1430,3 @@ class TicketDependency(models.Model):
 
     def __str__(self):
         return '%s / %s' % (self.ticket, self.depends_on)
-
-    class Meta:
-        unique_together = (('ticket', 'depends_on'),)
-        verbose_name = _('Ticket dependency')
-        verbose_name_plural = _('Ticket dependencies')
diff --git a/helpdesk/settings.py b/helpdesk/settings.py
index 0ead588d..606af04f 100644
--- a/helpdesk/settings.py
+++ b/helpdesk/settings.py
@@ -11,22 +11,27 @@ try:
 except:
     DEFAULT_USER_SETTINGS = None
 
-if type(DEFAULT_USER_SETTINGS) != type(dict()):
+if not isinstance(DEFAULT_USER_SETTINGS, dict):
     DEFAULT_USER_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,
-            '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,
+        'tickets_per_page': 25
+    }
 
 
 HAS_TAG_SUPPORT = False
 
-''' generic options - visible on all pages '''
+##########################################
+# generic options - visible on all pages #
+##########################################
+
 # redirect to login page instead of the default homepage when users visits "/"?
-HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings, 'HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT', False)
+HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = getattr(settings,
+                                                'HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT',
+                                                False)
 
 # show knowledgebase links?
 HELPDESK_KB_ENABLED = getattr(settings, 'HELPDESK_KB_ENABLED', True)
@@ -34,14 +39,20 @@ HELPDESK_KB_ENABLED = getattr(settings, 'HELPDESK_KB_ENABLED', True)
 # 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
+# use public CDNs to serve jquery and other javascript by default?
+# otherwise, use built-in static copy
 HELPDESK_USE_CDN = getattr(settings, 'HELPDESK_USE_CDN', False)
 
 # show dropdown list of languages that ticket comments can be translated into?
-HELPDESK_TRANSLATE_TICKET_COMMENTS = getattr(settings, 'HELPDESK_TRANSLATE_TICKET_COMMENTS', False)
+HELPDESK_TRANSLATE_TICKET_COMMENTS = getattr(settings,
+                                             'HELPDESK_TRANSLATE_TICKET_COMMENTS',
+                                             False)
 
-# list of languages to offer. if set to false, all default google translate languages will be shown.
-HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings, 'HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG', ["en", "de", "fr", "it", "ru"])
+# list of languages to offer. if set to false,
+# all default google translate languages will be shown.
+HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = getattr(settings,
+                                                  'HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG',
+                                                  ["en", "de", "fr", "it", "ru"])
 
 # show link to 'change password' on 'User Settings' page?
 HELPDESK_SHOW_CHANGE_PASSWORD = getattr(settings, 'HELPDESK_SHOW_CHANGE_PASSWORD', False)
@@ -50,10 +61,15 @@ HELPDESK_SHOW_CHANGE_PASSWORD = getattr(settings, 'HELPDESK_SHOW_CHANGE_PASSWORD
 HELPDESK_FOLLOWUP_MOD = getattr(settings, 'HELPDESK_FOLLOWUP_MOD', False)
 
 # auto-subscribe user to ticket if (s)he responds to a ticket?
-HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = getattr(settings, 'HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE', False)
+HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = getattr(settings,
+                                                     'HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE',
+                                                     False)
 
 
-''' options for public pages '''
+############################
+# 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)
 
@@ -61,17 +77,25 @@ HELPDESK_VIEW_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_VIEW_A_TICKET_PUBLIC
 HELPDESK_SUBMIT_A_TICKET_PUBLIC = getattr(settings, 'HELPDESK_SUBMIT_A_TICKET_PUBLIC', True)
 
 
+###################################
+# options for update_ticket views #
+###################################
 
-''' options for update_ticket views '''
-# allow non-staff users to interact with tickets? this will also change how 'staff_member_required'
+# allow non-staff users to interact with tickets?
+# this will also change how 'staff_member_required'
 # in staff.py will be defined.
-HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings, 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE', False)
+HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = getattr(settings,
+                                                 'HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE',
+                                                 False)
 
 # show edit buttons in ticket follow ups.
-HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings, 'HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP', True)
+HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = getattr(settings,
+                                              'HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP',
+                                              True)
 
 # show delete buttons in ticket follow ups if user is 'superuser'
-HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = getattr(settings, 'HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP', False)
+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)
@@ -82,21 +106,28 @@ HELPDESK_STAFF_ONLY_TICKET_OWNERS = getattr(settings, 'HELPDESK_STAFF_ONLY_TICKE
 # only show staff users in ticket cc drop-down
 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(settings, 'HELPDESK_EMAIL_SUBJECT_TEMPLATE', "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s")
+HELPDESK_EMAIL_SUBJECT_TEMPLATE = getattr(
+    settings, 'HELPDESK_EMAIL_SUBJECT_TEMPLATE',
+    "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s")
 
 # default fallback locale when queue locale not found
 HELPDESK_EMAIL_FALLBACK_LOCALE = getattr(settings, 'HELPDESK_EMAIL_FALLBACK_LOCALE', 'en')
 
 
-''' options for staff.create_ticket view '''
+########################################
+# options for staff.create_ticket view #
+########################################
+
 # hide the 'assigned to' / 'Case owner' field from the 'create_ticket' view?
-HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)
+HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = getattr(
+    settings, 'HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO', False)
 
 
+#################
+# email options #
+#################
 
-''' email options '''
 # default Queue email submission settings
 QUEUE_EMAIL_BOX_TYPE = getattr(settings, 'QUEUE_EMAIL_BOX_TYPE', None)
 QUEUE_EMAIL_BOX_SSL = getattr(settings, 'QUEUE_EMAIL_BOX_SSL', None)
@@ -104,6 +135,6 @@ QUEUE_EMAIL_BOX_HOST = getattr(settings, 'QUEUE_EMAIL_BOX_HOST', None)
 QUEUE_EMAIL_BOX_USER = getattr(settings, 'QUEUE_EMAIL_BOX_USER', None)
 QUEUE_EMAIL_BOX_PASSWORD = getattr(settings, 'QUEUE_EMAIL_BOX_PASSWORD', None)
 
-
 # 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)
+HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = getattr(
+    settings, 'HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION', False)
diff --git a/helpdesk/templatetags/in_list.py b/helpdesk/templatetags/in_list.py
index 16c3d678..fcc58898 100644
--- a/helpdesk/templatetags/in_list.py
+++ b/helpdesk/templatetags/in_list.py
@@ -17,8 +17,9 @@ Assuming 'food' = 'pizza' and 'best_foods' = ['pizza', 'pie', 'cake]:
 
 from django import template
 
+
 def in_list(value, arg):
-    return value in ( arg or [] )
+    return value in (arg or [])
 
 register = template.Library()
 register.filter(in_list)
diff --git a/helpdesk/templatetags/load_helpdesk_settings.py b/helpdesk/templatetags/load_helpdesk_settings.py
index f14e4b30..835efe81 100644
--- a/helpdesk/templatetags/load_helpdesk_settings.py
+++ b/helpdesk/templatetags/load_helpdesk_settings.py
@@ -4,17 +4,19 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
 templatetags/load_helpdesk_settings.py - returns the settings as defined in 
                                     django-helpdesk/helpdesk/settings.py
 """
-
+from __future__ import print_function
 from django.template import Library
 from helpdesk import settings as helpdesk_settings_config
 
+
 def load_helpdesk_settings(request):
     try:
         return helpdesk_settings_config
     except Exception as e:
         import sys
-        print >> sys.stderr,  "'load_helpdesk_settings' template tag (django-helpdesk) crashed with following error:"
-        print >> sys.stderr,  e
+        print("'load_helpdesk_settings' template tag (django-helpdesk) crashed with following error:",
+              file=sys.stderr)
+        print(e, file=sys.stderr)
         return ''
 
 register = Library()
diff --git a/helpdesk/templatetags/ticket_to_link.py b/helpdesk/templatetags/ticket_to_link.py
index 2e72729a..4fc65dd9 100644
--- a/helpdesk/templatetags/ticket_to_link.py
+++ b/helpdesk/templatetags/ticket_to_link.py
@@ -20,18 +20,6 @@ from django.utils.safestring import mark_safe
 from helpdesk.models import Ticket
 
 
-class ReverseProxy:
-    def __init__(self, sequence):
-        self.sequence = sequence
-
-    def __iter__(self):
-        length = len(self.sequence)
-        i = length
-        while i > 0:
-            i = i - 1
-            yield self.sequence[i]
-
-
 def num_to_link(text):
     if text == '':
         return text
@@ -40,9 +28,7 @@ def num_to_link(text):
     for match in re.finditer(r"(?:[^&]|\b|^)#(\d+)\b", text):
         matches.append(match)
 
-    for match in ReverseProxy(matches):
-        start = match.start()
-        end = match.end()
+    for match in reversed(matches):
         number = match.groups()[0]
         url = reverse('helpdesk_view', args=[number])
         try:
@@ -52,7 +38,8 @@ def num_to_link(text):
 
         if ticket:
             style = ticket.get_status_display()
-            text = "%s <a href='%s' class='ticket_link_status ticket_link_status_%s'>#%s</a>%s" % (text[:match.start()], url, style, match.groups()[0], text[match.end():])
+            text = "%s <a href='%s' class='ticket_link_status ticket_link_status_%s'>#%s</a>%s" % (
+                text[:match.start()], url, style, match.groups()[0], text[match.end():])
     return mark_safe(text)
 
 register = template.Library()
diff --git a/helpdesk/templatetags/user_admin_url.py b/helpdesk/templatetags/user_admin_url.py
index 13517609..e779ee9f 100644
--- a/helpdesk/templatetags/user_admin_url.py
+++ b/helpdesk/templatetags/user_admin_url.py
@@ -12,6 +12,7 @@ templatetags/admin_url.py - Very simple template tag allow linking to the
 from django import template
 from django.contrib.auth import get_user_model
 
+
 def user_admin_url(action):
     user = get_user_model()
     try:
diff --git a/helpdesk/tests/helpers.py b/helpdesk/tests/helpers.py
index b64970be..09055adc 100644
--- a/helpdesk/tests/helpers.py
+++ b/helpdesk/tests/helpers.py
@@ -1,11 +1,8 @@
 # -*- coding: utf-8 -*-
 import sys
-try:
-    from django.contrib.auth import get_user_model
-except ImportError:
-    from django.contrib.auth.models import User
-else:
-    User = get_user_model()
+from django.contrib.auth import get_user_model
+
+User = get_user_model()
 
 
 def get_staff_user(username='helpdesk.staff', password='password'):
diff --git a/helpdesk/tests/test_public_actions.py b/helpdesk/tests/test_public_actions.py
index 95ccfb70..4133de70 100644
--- a/helpdesk/tests/test_public_actions.py
+++ b/helpdesk/tests/test_public_actions.py
@@ -1,9 +1,9 @@
-from helpdesk.models import Queue, CustomField, Ticket
+from helpdesk.models import Queue, Ticket
 from django.test import TestCase
-from django.core import mail
 from django.test.client import Client
 from django.core.urlresolvers import reverse
 
+
 class PublicActionsTestCase(TestCase):
     """
     Tests for public actions:
@@ -15,13 +15,23 @@ class PublicActionsTestCase(TestCase):
         """
         Create a queue & ticket we can use for later tests.
         """
-        self.queue = Queue.objects.create(title='Queue 1', slug='q', allow_public_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com')
-        self.ticket = Ticket.objects.create(title='Test Ticket', queue=self.queue, submitter_email='test.submitter@example.com', description='This is a test ticket.')
+        self.queue = Queue.objects.create(title='Queue 1',
+                                          slug='q',
+                                          allow_public_submission=True,
+                                          new_ticket_cc='new.public@example.com',
+                                          updated_ticket_cc='update.public@example.com')
+        self.ticket = Ticket.objects.create(title='Test Ticket',
+                                            queue=self.queue,
+                                            submitter_email='test.submitter@example.com',
+                                            description='This is a test ticket.')
 
         self.client = Client()
 
     def test_public_view_ticket(self):
-        response = self.client.get('%s?ticket=%s&email=%s' % (reverse('helpdesk_public_view'), self.ticket.ticket_for_url, 'test.submitter@example.com'))
+        response = self.client.get('%s?ticket=%s&email=%s' % (
+            reverse('helpdesk_public_view'),
+            self.ticket.ticket_for_url,
+            'test.submitter@example.com'))
         self.assertEqual(response.status_code, 200)
         self.assertTemplateNotUsed(response, 'helpdesk/public_view_form.html')
 
@@ -38,7 +48,10 @@ class PublicActionsTestCase(TestCase):
 
         current_followups = ticket.followup_set.all().count()
         
-        response = self.client.get('%s?ticket=%s&email=%s&close' % (reverse('helpdesk_public_view'), ticket.ticket_for_url, 'test.submitter@example.com'))
+        response = self.client.get('%s?ticket=%s&email=%s&close' % (
+            reverse('helpdesk_public_view'),
+            ticket.ticket_for_url,
+            'test.submitter@example.com'))
         
         ticket = Ticket.objects.get(id=self.ticket.id)
 
diff --git a/helpdesk/tests/test_savequery.py b/helpdesk/tests/test_savequery.py
index df95b9e7..f9d142b2 100644
--- a/helpdesk/tests/test_savequery.py
+++ b/helpdesk/tests/test_savequery.py
@@ -1,8 +1,9 @@
 # -*- coding: utf-8 -*-
 from django.core.urlresolvers import reverse
 from django.test import TestCase
-from helpdesk.models import Ticket, Queue
-from helpdesk.tests.helpers import get_staff_user, reload_urlconf
+from helpdesk.models import Queue
+from helpdesk.tests.helpers import get_staff_user
+
 
 class TestSavingSharedQuery(TestCase):
     def setUp(self):
@@ -15,12 +16,15 @@ class TestSavingSharedQuery(TestCase):
         url = reverse('helpdesk_savequery')
         self.client.login(username=get_staff_user().get_username(),
                           password='password')
-        response = self.client.post(url,
-                                    data={'title': 'ticket on my queue',
-                                    'queue':self.q,
-                                    'shared':'on',
-                                    'query_encoded':'KGRwMApWZmlsdGVyaW5nCnAxCihkcDIKVnN0YXR1c19faW4KcDMKKGxwNApJMQphSTIKYUkzCmFzc1Zzb3J0aW5nCnA1ClZjcmVhdGVkCnA2CnMu'})
+        response = self.client.post(
+            url,
+            data={
+                'title': 'ticket on my queue',
+                'queue': self.q,
+                'shared': 'on',
+                'query_encoded':
+                    'KGRwMApWZmlsdGVyaW5nCnAxCihkcDIKVnN0YXR1c19faW4KcDMKKG'
+                    'xwNApJMQphSTIKYUkzCmFzc1Zzb3J0aW5nCnA1ClZjcmVhdGVkCnA2CnMu'
+            })
         self.assertEqual(response.status_code, 302)
         self.assertTrue('tickets/?saved_query=1' in response.url)
-
-
diff --git a/helpdesk/tests/test_ticket_lookup.py b/helpdesk/tests/test_ticket_lookup.py
index 39999421..6e55ce6f 100644
--- a/helpdesk/tests/test_ticket_lookup.py
+++ b/helpdesk/tests/test_ticket_lookup.py
@@ -3,6 +3,7 @@ from django.core.urlresolvers import reverse
 from django.test import TestCase
 from helpdesk.models import Ticket, Queue
 
+
 class TestKBDisabled(TestCase):
     def setUp(self):
         q = Queue(title='Q1', slug='q1')
@@ -14,22 +15,19 @@ class TestKBDisabled(TestCase):
 
     def test_ticket_by_id(self):
         """Can a ticket be looked up by its ID"""
-        from django.core.urlresolvers import NoReverseMatch
-
         # get the ticket from models
         t = Ticket.objects.get(id=self.ticket.id)
         self.assertEqual(t.title, self.ticket.title)
 
     def test_ticket_by_link(self):
         """Can a ticket be looked up by its link from (eg) an email"""
-        # Work out the link which would have been inserted into the email
-        link = self.ticket.ticket_url
-        # however instead of using that link, we will exercise 'reverse'
-        # to lookup/build the URL from the ticket info we have
-        #  http://example.com/helpdesk/view/?ticket=q1-1&email=None
+        # Instead of using the ticket_for_url link,
+        # we will exercise 'reverse' to lookup/build the URL
+        # from the ticket info we have
+        # http://example.com/helpdesk/view/?ticket=q1-1&email=None
         response = self.client.get(reverse('helpdesk_public_view'),
                                    {'ticket': self.ticket.ticket_for_url,
-                                    'email':self.ticket.submitter_email})
+                                    'email': self.ticket.submitter_email})
         self.assertEqual(response.status_code, 200)
 
     def test_ticket_with_changed_queue(self):
@@ -40,7 +38,7 @@ class TestKBDisabled(TestCase):
         # grab the URL / params which would have been emailed out to submitter.
         url = reverse('helpdesk_public_view')
         params = {'ticket': self.ticket.ticket_for_url,
-                  'email':self.ticket.submitter_email}
+                  'email': self.ticket.submitter_email}
         # Pickup the ticket created in setup() and change its queue
         self.ticket.queue = q2
         self.ticket.save()
diff --git a/helpdesk/tests/test_ticket_submission.py b/helpdesk/tests/test_ticket_submission.py
index e5f9933b..3776dc01 100644
--- a/helpdesk/tests/test_ticket_submission.py
+++ b/helpdesk/tests/test_ticket_submission.py
@@ -14,13 +14,23 @@ class TicketBasicsTestCase(TestCase):
     fixtures = ['emailtemplate.json']
 
     def setUp(self):
-        self.queue_public = Queue.objects.create(title='Queue 1', slug='q1', allow_public_submission=True, new_ticket_cc='new.public@example.com', updated_ticket_cc='update.public@example.com')
-        self.queue_private = Queue.objects.create(title='Queue 2', slug='q2', allow_public_submission=False, new_ticket_cc='new.private@example.com', updated_ticket_cc='update.private@example.com')
+        self.queue_public = Queue.objects.create(
+            title='Queue 1',
+            slug='q1',
+            allow_public_submission=True,
+            new_ticket_cc='new.public@example.com',
+            updated_ticket_cc='update.public@example.com')
+        self.queue_private = Queue.objects.create(
+            title='Queue 2',
+            slug='q2',
+            allow_public_submission=False,
+            new_ticket_cc='new.private@example.com',
+            updated_ticket_cc='update.private@example.com')
 
         self.ticket_data = {
-                'title': 'Test Ticket',
-                'description': 'Some Test Ticket',
-                }
+            'title': 'Test Ticket',
+            'description': 'Some Test Ticket',
+        }
 
         self.client = Client()
 
@@ -30,7 +40,6 @@ class TicketBasicsTestCase(TestCase):
         ticket = Ticket.objects.create(**ticket_data)
         self.assertEqual(ticket.ticket_for_url, "q1-%s" % ticket.id)
         self.assertEqual(email_count, len(mail.outbox))
-        
 
     def test_create_ticket_public(self):
         email_count = len(mail.outbox)
@@ -49,7 +58,7 @@ class TicketBasicsTestCase(TestCase):
         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]
+        # last_redirect_status = last_redirect[1]
 
         # Ensure we landed on the "View" page.
         # Django 1.9 compatible way of testing this
@@ -63,12 +72,12 @@ class TicketBasicsTestCase(TestCase):
     def test_create_ticket_private(self):
         email_count = len(mail.outbox)
         post_data = {
-                'title': 'Private ticket test',
-                'queue': self.queue_private.id,
-                'submitter_email': 'ticket2.submitter@example.com',
-                'body': 'Test ticket body',
-                'priority': 3,
-                }
+            'title': 'Private ticket test',
+            'queue': self.queue_private.id,
+            'submitter_email': 'ticket2.submitter@example.com',
+            'body': 'Test ticket body',
+            'priority': 3,
+        }
 
         response = self.client.post(reverse('helpdesk_home'), post_data)
         self.assertEqual(response.status_code, 200)
@@ -77,23 +86,34 @@ class TicketBasicsTestCase(TestCase):
 
     def test_create_ticket_customfields(self):
         email_count = len(mail.outbox)
-        queue_custom = Queue.objects.create(title='Queue 3', slug='q3', allow_public_submission=True, updated_ticket_cc='update.custom@example.com')
-        custom_field_1 = CustomField.objects.create(name='textfield', label='Text Field', data_type='varchar', max_length=100, ordering=10, required=False, staff_only=False)
+        queue_custom = Queue.objects.create(
+            title='Queue 3',
+            slug='q3',
+            allow_public_submission=True,
+            updated_ticket_cc='update.custom@example.com')
+        custom_field_1 = CustomField.objects.create(
+            name='textfield',
+            label='Text Field',
+            data_type='varchar',
+            max_length=100,
+            ordering=10,
+            required=False,
+            staff_only=False)
         post_data = {
-                'queue': queue_custom.id,
-                'title': 'Ticket with custom text field',
-                'submitter_email': 'ticket3.submitter@example.com',
-                'body': 'Test ticket body',
-                'priority': 3,
-                'custom_textfield': 'This is my custom text.',
-                }
+            'queue': queue_custom.id,
+            'title': 'Ticket with custom text field',
+            'submitter_email': 'ticket3.submitter@example.com',
+            'body': 'Test ticket body',
+            'priority': 3,
+            'custom_textfield': 'This is my custom text.',
+        }
 
         response = self.client.post(reverse('helpdesk_home'), post_data, follow=True)
 
         custom_field_1.delete()
         last_redirect = response.redirect_chain[-1]
         last_redirect_url = last_redirect[0]
-        last_redirect_status = last_redirect[1]
+        # last_redirect_status = last_redirect[1]
         
         # Ensure we landed on the "View" page.
         # Django 1.9 compatible way of testing this
diff --git a/helpdesk/urls.py b/helpdesk/urls.py
index be64ab81..8a629e63 100644
--- a/helpdesk/urls.py
+++ b/helpdesk/urls.py
@@ -7,21 +7,18 @@ urls.py - Mapping of URL's to our various views. Note we always used NAMED
           views for simplicity in linking later on.
 """
 
-from django.conf import settings
-import django
-if django.get_version().startswith("1.3"):
-    from django.conf.urls.defaults import *
-else:
-    from django.conf.urls import *
+from django.conf.urls import url
 from django.contrib.auth.decorators import login_required
+from django.contrib.auth import views as auth_views
+from django.views.generic import TemplateView
 
 from helpdesk import settings as helpdesk_settings
 from helpdesk.views import feeds, staff, public, api, kb
-from django.contrib.auth import views as auth_views
 
-from django.views.generic import TemplateView
+
 class DirectTemplateView(TemplateView):
     extra_context = None
+
     def get_context_data(self, **kwargs):
         context = super(self.__class__, self).get_context_data(**kwargs)
         if self.extra_context is not None:
diff --git a/helpdesk/views/api.py b/helpdesk/views/api.py
index 072caee2..dc286202 100644
--- a/helpdesk/views/api.py
+++ b/helpdesk/views/api.py
@@ -11,16 +11,10 @@ The API documentation can be accessed by visiting http://helpdesk/api/help/
 through templates/helpdesk/help_api.html.
 """
 
-from django import forms
 from django.contrib.auth import authenticate
-try:
-    from django.contrib.auth import get_user_model
-    User = get_user_model()
-except ImportError:
-    from django.contrib.auth.models import User
+from django.contrib.auth import get_user_model
 from django.http import HttpResponse
 from django.shortcuts import render
-from django.template import loader, Context
 import simplejson
 from django.views.decorators.csrf import csrf_exempt
 
@@ -35,6 +29,8 @@ from helpdesk.models import Ticket, Queue, FollowUp
 
 import warnings
 
+User = get_user_model()
+
 STATUS_OK = 200
 
 STATUS_ERROR = 400
@@ -61,7 +57,9 @@ def api(request, method):
 
     """
 
-    warnings.warn("django-helpdesk API will be removed in January 2016. See https://github.com/django-helpdesk/django-helpdesk/issues/198 for details.", category=DeprecationWarning)
+    warnings.warn("django-helpdesk API will be removed in January 2016. "
+                  "See https://github.com/django-helpdesk/django-helpdesk/issues/198 for details.",
+                  category=DeprecationWarning)
 
     if method == 'help':
         return render(request, template_name='helpdesk/help_api.html')
@@ -114,7 +112,6 @@ class API:
     def __init__(self, request):
         self.request = request
 
-
     def api_public_create_ticket(self):
         form = TicketForm(self.request.POST)
         form.fields['queue'].choices = [[q.id, q.title] for q in Queue.objects.all()]
@@ -126,10 +123,11 @@ class API:
         else:
             return api_return(STATUS_ERROR, text=form.errors.as_text())
 
-
     def api_public_list_queues(self):
-        return api_return(STATUS_OK, simplejson.dumps([{"id": "%s" % q.id, "title": "%s" % q.title} for q in Queue.objects.all()]), json=True)
-
+        return api_return(STATUS_OK, simplejson.dumps([
+            {"id": "%s" % q.id, "title": "%s" % q.title}
+            for q in Queue.objects.all()
+        ]), json=True)
 
     def api_public_find_user(self):
         username = self.request.POST.get('username', False)
@@ -141,7 +139,6 @@ class API:
         except User.DoesNotExist:
             return api_return(STATUS_ERROR, "Invalid username provided")
 
-
     def api_public_delete_ticket(self):
         if not self.request.POST.get('confirm', False):
             return api_return(STATUS_ERROR, "No confirmation provided")
@@ -155,7 +152,6 @@ class API:
 
         return api_return(STATUS_OK)
 
-
     def api_public_hold_ticket(self):
         try:
             ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@@ -167,7 +163,6 @@ class API:
 
         return api_return(STATUS_OK)
 
-
     def api_public_unhold_ticket(self):
         try:
             ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@@ -179,7 +174,6 @@ class API:
 
         return api_return(STATUS_OK)
 
-
     def api_public_add_followup(self):
         try:
             ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@@ -264,7 +258,6 @@ class API:
 
         return api_return(STATUS_OK)
 
-
     def api_public_resolve(self):
         try:
             ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
@@ -289,7 +282,7 @@ class API:
         context = safe_template_context(ticket)
         context['resolution'] = f.comment
 
-        subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
+        # subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
 
         messages_sent_to = []
 
@@ -324,7 +317,12 @@ class API:
                 )
             messages_sent_to.append(ticket.queue.updated_ticket_cc)
 
-        if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_apichange', False) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
+        if ticket.assigned_to and \
+                self.request.user != ticket.assigned_to and \
+                getattr(ticket.assigned_to.usersettings.settings,
+                        'email_on_ticket_apichange', False) and \
+                ticket.assigned_to.email and \
+                ticket.assigned_to.email not in messages_sent_to:
             send_templated_mail(
                 'resolved_resolved',
                 context,
diff --git a/helpdesk/views/feeds.py b/helpdesk/views/feeds.py
index 4efd75b4..c476ca9c 100644
--- a/helpdesk/views/feeds.py
+++ b/helpdesk/views/feeds.py
@@ -7,11 +7,7 @@ views/feeds.py - A handful of staff-only RSS feeds to provide ticket details
                  to feed readers or similar software.
 """
 
-try:
-    from django.contrib.auth import get_user_model
-    User = get_user_model()
-except ImportError:
-    from django.contrib.auth.models import User
+from django.contrib.auth import get_user_model
 from django.contrib.syndication.views import Feed
 from django.core.urlresolvers import reverse
 from django.db.models import Q
@@ -20,6 +16,8 @@ from django.shortcuts import get_object_or_404
 
 from helpdesk.models import Ticket, FollowUp, Queue
 
+User = get_user_model()
+
 
 class OpenTicketsByUser(Feed):
     title_template = 'helpdesk/rss/ticket_title.html'
@@ -101,7 +99,7 @@ class UnassignedTickets(Feed):
 
     title = _('Helpdesk: Unassigned Tickets')
     description = _('Unassigned Open and Reopened tickets')
-    link = ''#%s?assigned_to=' % reverse('helpdesk_list')
+    link = ''  # '%s?assigned_to=' % reverse('helpdesk_list')
 
     def items(self, obj):
         return Ticket.objects.filter(
@@ -113,7 +111,6 @@ class UnassignedTickets(Feed):
     def item_pubdate(self, item):
         return item.created
 
-
     def item_author_name(self, item):
         if item.assigned_to:
             return item.assigned_to.get_username()
@@ -127,7 +124,7 @@ class RecentFollowUps(Feed):
 
     title = _('Helpdesk: Recent Followups')
     description = _('Recent FollowUps, such as e-mail replies, comments, attachments and resolutions')
-    link = '/tickets/' # reverse('helpdesk_list')
+    link = '/tickets/'  # reverse('helpdesk_list')
 
     def items(self):
         return FollowUp.objects.order_by('-date')[:20]
diff --git a/helpdesk/views/kb.py b/helpdesk/views/kb.py
index 384efd84..a7e7a1e8 100644
--- a/helpdesk/views/kb.py
+++ b/helpdesk/views/kb.py
@@ -8,12 +8,8 @@ views/kb.py - Public-facing knowledgebase views. The knowledgebase is a
               resolutions to common problems.
 """
 
-from datetime import datetime
-
 from django.http import HttpResponseRedirect
 from django.shortcuts import render, get_object_or_404
-from django.template import RequestContext
-from django.utils.translation import ugettext as _
 
 from helpdesk import settings as helpdesk_settings
 from helpdesk.models import KBCategory, KBItem
@@ -22,31 +18,28 @@ from helpdesk.models import KBCategory, KBItem
 def index(request):
     category_list = KBCategory.objects.all()
     # TODO: It'd be great to have a list of most popular items here.
-    return render(request, template_name='helpdesk/kb_index.html',
-        context = {
-            'kb_categories': category_list,
-            'helpdesk_settings': helpdesk_settings,
-        })
+    return render(request, 'helpdesk/kb_index.html', {
+        'kb_categories': category_list,
+        'helpdesk_settings': helpdesk_settings,
+    })
 
 
 def category(request, slug):
     category = get_object_or_404(KBCategory, slug__iexact=slug)
     items = category.kbitem_set.all()
-    return render(request, template_name='helpdesk/kb_category.html',
-        context = {
-            'category': category,
-            'items': items,
-            'helpdesk_settings': helpdesk_settings,
-        })
+    return render(request, 'helpdesk/kb_category.html', {
+        'category': category,
+        'items': items,
+        'helpdesk_settings': helpdesk_settings,
+    })
 
 
 def item(request, item):
     item = get_object_or_404(KBItem, pk=item)
-    return render(request, template_name='helpdesk/kb_item.html',
-        context = {
-            'item': item,
-            'helpdesk_settings': helpdesk_settings,
-        })
+    return render(request, 'helpdesk/kb_item.html', {
+        'item': item,
+        'helpdesk_settings': helpdesk_settings,
+    })
 
 
 def vote(request, item):
@@ -59,4 +52,3 @@ def vote(request, item):
         item.save()
 
     return HttpResponseRedirect(item.get_absolute_url())
-
diff --git a/helpdesk/views/public.py b/helpdesk/views/public.py
index c0f36c80..4ff174c6 100644
--- a/helpdesk/views/public.py
+++ b/helpdesk/views/public.py
@@ -6,16 +6,15 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
 views/public.py - All public facing views, eg non-staff (no authentication
                   required) views.
 """
-
+from django.core.exceptions import ObjectDoesNotExist
 from django.core.urlresolvers import reverse
-from django.http import HttpResponseRedirect, Http404, HttpResponse
-from django.shortcuts import render, get_object_or_404
-from django.template import loader, Context, RequestContext
+from django.http import HttpResponseRedirect
+from django.shortcuts import render
 from django.utils.translation import ugettext as _
 
 from helpdesk import settings as helpdesk_settings
 from helpdesk.forms import PublicTicketForm
-from helpdesk.lib import send_templated_mail, text_is_spam
+from helpdesk.lib import text_is_spam
 from helpdesk.models import Ticket, Queue, UserSettings, KBCategory
 
 
@@ -23,7 +22,9 @@ def homepage(request):
     if not request.user.is_authenticated() and helpdesk_settings.HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT:
         return HttpResponseRedirect(reverse('login'))
 
-    if (request.user.is_staff or (request.user.is_authenticated() and helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE)):
+    if request.user.is_staff or \
+            (request.user.is_authenticated() and
+             helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE):
         try:
             if request.user.usersettings.settings.get('login_view_ticketlist', False):
                 return HttpResponseRedirect(reverse('helpdesk_list'))
@@ -34,14 +35,15 @@ def homepage(request):
 
     if request.method == 'POST':
         form = PublicTicketForm(request.POST, request.FILES)
-        form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.filter(allow_public_submission=True)]
+        form.fields['queue'].choices = [('', '--------')] + [
+            (q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)]
         if form.is_valid():
             if text_is_spam(form.cleaned_data['body'], request):
                 # This submission is spam. Let's not save it.
                 return render(request, template_name='helpdesk/public_spam.html')
             else:
                 ticket = form.save()
-                return HttpResponseRedirect('%s?ticket=%s&email=%s'% (
+                return HttpResponseRedirect('%s?ticket=%s&email=%s' % (
                     reverse('helpdesk_public_view'),
                     ticket.ticket_for_url,
                     ticket.submitter_email)
@@ -59,34 +61,36 @@ def homepage(request):
             initial_data['submitter_email'] = request.user.email
 
         form = PublicTicketForm(initial=initial_data)
-        form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.filter(allow_public_submission=True)]
+        form.fields['queue'].choices = [('', '--------')] + [
+            (q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)]
 
     knowledgebase_categories = KBCategory.objects.all()
 
-    return render(request, 'helpdesk/public_homepage.html',
-        {
+    return render(request, 'helpdesk/public_homepage.html', {
             'form': form,
             'helpdesk_settings': helpdesk_settings,
             'kb_categories': knowledgebase_categories
-        })
+    })
 
 
 def view_ticket(request):
     ticket_req = request.GET.get('ticket', '')
-    ticket = False
     email = request.GET.get('email', '')
-    error_message = ''
 
     if ticket_req and email:
         queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
         try:
             ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email)
-        except:
-            ticket = False
+        except ObjectDoesNotExist:
             error_message = _('Invalid ticket ID or e-mail address. Please try again.')
 
-        if ticket:
-
+            return render(request, 'helpdesk/public_view_form.html', {
+                'ticket': False,
+                'email': email,
+                'error_message': error_message,
+                'helpdesk_settings': helpdesk_settings,
+            })
+        else:
             if request.user.is_staff:
                 redirect_url = reverse('helpdesk_view', args=[ticket_id])
                 if 'close' in request.GET:
@@ -114,25 +118,16 @@ def view_ticket(request):
             if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
                 redirect_url = reverse('helpdesk_view', args=[ticket_id])
 
-            return render(request, 'helpdesk/public_view_ticket.html',
-                {
-                    'ticket': ticket,
-                    'helpdesk_settings': helpdesk_settings,
-                    'next': redirect_url,
-                })
+            return render(request, 'helpdesk/public_view_ticket.html', {
+                'ticket': ticket,
+                'helpdesk_settings': helpdesk_settings,
+                'next': redirect_url,
+            })
 
-    return render(request, template_name='helpdesk/public_view_form.html',
-        context = {
-            'ticket': ticket,
-            'email': email,
-            'error_message': error_message,
-            'helpdesk_settings': helpdesk_settings,
-        })
 
 def change_language(request):
     return_to = ''
     if 'return_to' in request.GET:
         return_to = request.GET['return_to']
 
-    return render(request, template_name='helpdesk/public_change_language.html',
-        context = {'next': return_to})
+    return render(request, 'helpdesk/public_change_language.html', {'next': return_to})
diff --git a/helpdesk/views/staff.py b/helpdesk/views/staff.py
index 7faed93e..c14ebf40 100644
--- a/helpdesk/views/staff.py
+++ b/helpdesk/views/staff.py
@@ -7,19 +7,12 @@ views/staff.py - The bulk of the application - provides most business logic and
                  renders all staff-facing views.
 """
 from __future__ import unicode_literals
-from django.utils.encoding import python_2_unicode_compatible
 from datetime import datetime, timedelta
-import sys
 
 from django import VERSION
 from django.conf import settings
-try:
-    from django.contrib.auth import get_user_model
-    User = get_user_model()
-except ImportError:
-    from django.contrib.auth.models import User
-from django.contrib.auth.decorators import login_required, user_passes_test
-from django.core.files.base import ContentFile
+from django.contrib.auth import get_user_model
+from django.contrib.auth.decorators import user_passes_test
 from django.core.urlresolvers import reverse
 from django.core.exceptions import ValidationError, PermissionDenied
 from django.core import paginator
@@ -27,7 +20,6 @@ from django.db import connection
 from django.db.models import Q
 from django.http import HttpResponseRedirect, Http404, HttpResponse
 from django.shortcuts import render, get_object_or_404
-from django.template import loader, Context, RequestContext
 from django.utils.dates import MONTHS_3
 from django.utils.translation import ugettext as _
 from django.utils.html import escape
@@ -38,19 +30,33 @@ try:
 except ImportError:
     from datetime import datetime as timezone
 
-from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm, EditFollowUpForm, TicketDependencyForm
-from helpdesk.lib import send_templated_mail, query_to_dict, apply_query, safe_template_context
-from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC, TicketDependency
+from helpdesk.forms import (
+    TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm,
+    EditFollowUpForm, TicketDependencyForm
+)
+from helpdesk.lib import (
+    send_templated_mail, query_to_dict, apply_query, safe_template_context,
+)
+from helpdesk.models import (
+    Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch,
+    IgnoreEmail, TicketCC, TicketDependency,
+)
 from helpdesk import settings as helpdesk_settings
 
+User = get_user_model()
+
+
 if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
     # treat 'normal' users like 'staff'
-    staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active)
+    staff_member_required = user_passes_test(
+        lambda u: u.is_authenticated() and u.is_active)
 else:
-    staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
+    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)
+superuser_required = user_passes_test(
+    lambda u: u.is_authenticated() and u.is_active and u.is_superuser)
 
 
 def _get_user_queues(user):
@@ -60,7 +66,9 @@ def _get_user_queues(user):
     :return: A Python list of Queues
     """
     all_queues = Queue.objects.all()
-    limit_queues_by_user = helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION and not user.is_superuser
+    limit_queues_by_user = \
+        helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION \
+        and not user.is_superuser
     if limit_queues_by_user:
         id_list = [q.pk for q in all_queues if user.has_perm(q.permission_name)]
         return all_queues.filter(pk__in=id_list)
@@ -92,13 +100,13 @@ def dashboard(request):
     tickets = Ticket.objects.select_related('queue').filter(
             assigned_to=request.user,
         ).exclude(
-            status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
+            status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
         )
 
     # closed & resolved tickets, assigned to current user
-    tickets_closed_resolved =  Ticket.objects.select_related('queue').filter(
+    tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
             assigned_to=request.user,
-            status__in = [Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
+            status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
 
     user_queues = _get_user_queues(request.user)
 
@@ -117,10 +125,10 @@ def dashboard(request):
             submitter_email=email_current_user,
         ).order_by('status')
 
-    Tickets = Ticket.objects.filter(
+    tickets_in_queues = Ticket.objects.filter(
                 queue__in=user_queues,
             )
-    basic_ticket_stats = calc_basic_ticket_stats(Tickets)
+    basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues)
 
     # The following query builds a grid of queues & ticket statuses,
     # to be displayed to the user. EG:
@@ -153,15 +161,14 @@ def dashboard(request):
 
     dash_tickets = query_to_dict(cursor.fetchall(), cursor.description)
 
-    return render(request, 'helpdesk/dashboard.html',
-        {
-            'user_tickets': tickets,
-            'user_tickets_closed_resolved': tickets_closed_resolved,
-            'unassigned_tickets': unassigned_tickets,
-            'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
-            'dash_tickets': dash_tickets,
-            'basic_ticket_stats': basic_ticket_stats,
-        })
+    return render(request, 'helpdesk/dashboard.html', {
+        'user_tickets': tickets,
+        'user_tickets_closed_resolved': tickets_closed_resolved,
+        'unassigned_tickets': unassigned_tickets,
+        'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
+        'dash_tickets': dash_tickets,
+        'basic_ticket_stats': basic_ticket_stats,
+    })
 dashboard = staff_member_required(dashboard)
 
 
@@ -171,38 +178,38 @@ def delete_ticket(request, ticket_id):
         raise PermissionDenied()
 
     if request.method == 'GET':
-        return render(request, template_name='helpdesk/delete_ticket.html',
-            context = {
-                'ticket': ticket,
-            })
+        return render(request, 'helpdesk/delete_ticket.html', {
+            'ticket': ticket,
+        })
     else:
         ticket.delete()
         return HttpResponseRedirect(reverse('helpdesk_home'))
 delete_ticket = staff_member_required(delete_ticket)
 
+
 def followup_edit(request, ticket_id, followup_id):
-    "Edit followup options with an ability to change the ticket."
+    """Edit followup options with an ability to change the ticket."""
     followup = get_object_or_404(FollowUp, id=followup_id)
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not _has_access_to_queue(request.user, ticket.queue):
         raise PermissionDenied()
     if request.method == 'GET':
-        form = EditFollowUpForm(initial=
-                                     {'title': escape(followup.title),
-                                      'ticket': followup.ticket,
-                                      'comment': escape(followup.comment),
-                                      'public': followup.public,
-                                      'new_status': followup.new_status,
-                                      })
+        form = EditFollowUpForm(initial={
+            'title': escape(followup.title),
+            'ticket': followup.ticket,
+            'comment': escape(followup.comment),
+            'public': followup.public,
+            'new_status': followup.new_status,
+        })
 
-        ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
+        ticketcc_string, show_subscribe = \
+            return_ticketccstring_and_show_subscribe(request.user, ticket)
 
-        return render(request, template_name='helpdesk/followup_edit.html',
-            context = {
-                'followup': followup,
-                'ticket': ticket,
-                'form': form,
-                'ticketcc_string': ticketcc_string,
+        return render(request, 'helpdesk/followup_edit.html', {
+            'followup': followup,
+            'ticket': ticket,
+            'form': form,
+            'ticketcc_string': ticketcc_string,
         })
     elif request.method == 'POST':
         form = EditFollowUpForm(request.POST)
@@ -212,7 +219,7 @@ def followup_edit(request, ticket_id, followup_id):
             comment = form.cleaned_data['comment']
             public = form.cleaned_data['public']
             new_status = form.cleaned_data['new_status']
-            #will save previous date
+            # will save previous date
             old_date = followup.date
             new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
             # keep old user if one did exist before.
@@ -229,8 +236,9 @@ def followup_edit(request, ticket_id, followup_id):
         return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
 followup_edit = staff_member_required(followup_edit)
 
+
 def followup_delete(request, ticket_id, followup_id):
-    ''' followup delete for superuser'''
+    """followup delete for superuser"""
 
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not request.user.is_superuser:
@@ -262,8 +270,9 @@ def view_ticket(request, ticket_id):
 
     if 'subscribe' in request.GET:
         # Allow the user to subscribe him/herself to the ticket whilst viewing it.
-        ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
-        if SHOW_SUBSCRIBE:
+        ticket_cc, show_subscribe = \
+            return_ticketccstring_and_show_subscribe(request.user, ticket)
+        if show_subscribe:
             subscribe_staff_member_to_ticket(ticket, request.user)
             return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
 
@@ -292,24 +301,26 @@ def view_ticket(request, ticket_id):
 
 
     # TODO: shouldn't this template get a form to begin with?
-    form = TicketForm(initial={'due_date':ticket.due_date})
+    form = TicketForm(initial={'due_date': ticket.due_date})
 
-    ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
+    ticketcc_string, show_subscribe = \
+        return_ticketccstring_and_show_subscribe(request.user, ticket)
 
-    return render(request, template_name='helpdesk/ticket.html',
-        context = {
-            'ticket': ticket,
-            'form': form,
-            'active_users': users,
-            'priorities': Ticket.PRIORITY_CHOICES,
-            'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
-            'ticketcc_string': ticketcc_string,
-            'SHOW_SUBSCRIBE': SHOW_SUBSCRIBE,
-        })
+    return render(request, 'helpdesk/ticket.html', {
+        'ticket': ticket,
+        'form': form,
+        'active_users': users,
+        'priorities': Ticket.PRIORITY_CHOICES,
+        'preset_replies': PreSetReply.objects.filter(
+            Q(queues=ticket.queue) | Q(queues__isnull=True)),
+        'ticketcc_string': ticketcc_string,
+        'SHOW_SUBSCRIBE': show_subscribe,
+    })
 view_ticket = staff_member_required(view_ticket)
 
+
 def return_ticketccstring_and_show_subscribe(user, ticket):
-    ''' used in view_ticket() and followup_edit()'''
+    """used in view_ticket() and followup_edit()"""
     # create the ticketcc_string and check whether current user is already
     # subscribed
     username = user.get_username().upper()
@@ -321,14 +332,14 @@ def return_ticketccstring_and_show_subscribe(user, ticket):
     ticketcc_string = ''
     all_ticketcc = ticket.ticketcc_set.all()
     counter_all_ticketcc = len(all_ticketcc) - 1
-    SHOW_SUBSCRIBE = True
+    show_subscribe = True
     for i, ticketcc in enumerate(all_ticketcc):
         ticketcc_this_entry = str(ticketcc.display)
-        ticketcc_string = ticketcc_string + ticketcc_this_entry
+        ticketcc_string += ticketcc_this_entry
         if i < counter_all_ticketcc:
-            ticketcc_string = ticketcc_string + ', '
+            ticketcc_string += ', '
         if strings_to_check.__contains__(ticketcc_this_entry.upper()):
-            SHOW_SUBSCRIBE = False
+            show_subscribe = False
 
     # check whether current user is a submitter or assigned to ticket
     assignedto_username = str(ticket.assigned_to).upper()
@@ -337,24 +348,30 @@ def return_ticketccstring_and_show_subscribe(user, ticket):
     strings_to_check.append(assignedto_username)
     strings_to_check.append(submitter_email)
     if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail):
-        SHOW_SUBSCRIBE = False
+        show_subscribe = False
 
-    return ticketcc_string, SHOW_SUBSCRIBE
+    return ticketcc_string, show_subscribe
 
 
 def subscribe_staff_member_to_ticket(ticket, user):
-    ''' used in view_ticket() and update_ticket() '''
-    ticketcc = TicketCC()
-    ticketcc.ticket = ticket
-    ticketcc.user = user
-    ticketcc.can_view = True
-    ticketcc.can_update = True
+    """used in view_ticket() and update_ticket()"""
+    ticketcc = TicketCC(
+        ticket=ticket,
+        user=user,
+        can_view=True,
+        can_update=True,
+    )
     ticketcc.save()
 
 
 def update_ticket(request, ticket_id, public=False):
-    if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
-        return HttpResponseRedirect('%s?next=%s' % (reverse('login'), request.path))
+    if not (public or (
+            request.user.is_authenticated() and
+            request.user.is_active and (
+                request.user.is_staff or
+                helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
+        return HttpResponseRedirect('%s?next=%s' %
+                                    (reverse('login'), request.path))
 
     ticket = get_object_or_404(Ticket, id=ticket_id)
 
@@ -384,7 +401,8 @@ def update_ticket(request, ticket_id, public=False):
         title == ticket.title,
         priority == int(ticket.priority),
         due_date == ticket.due_date,
-        (owner == -1) or (not owner and not ticket.assigned_to) or (owner and User.objects.get(id=owner) == ticket.assigned_to),
+        (owner == -1) or (not owner and not ticket.assigned_to) or
+        (owner and User.objects.get(id=owner) == ticket.assigned_to),
     ])
     if no_changes:
         return return_to_ticket(request.user, helpdesk_settings, ticket)
@@ -398,7 +416,8 @@ def update_ticket(request, ticket_id, public=False):
     # then the following line will give us a crash, since django expects {% if %}
     # to be closed with an {% endif %} tag.
 
-    # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
+    # get_template_from_string was removed in Django 1.8
+    # http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
     try:
         from django.template import engines
         template_func = engines['django'].from_string
@@ -455,7 +474,7 @@ def update_ticket(request, ticket_id, public=False):
 
     files = []
     if request.FILES:
-        import mimetypes, os
+        import mimetypes
         for file in request.FILES.getlist('attachment'):
             filename = file.name.encode('ascii', 'ignore')
             a = Attachment(
@@ -472,7 +491,6 @@ def update_ticket(request, ticket_id, public=False):
                 # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                 files.append([a.filename, a.file])
 
-
     if title != ticket.title:
         c = TicketChange(
             followup=f,
@@ -517,9 +535,9 @@ def update_ticket(request, ticket_id, public=False):
         comment=f.comment,
         )
 
-    if public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
-
-
+    if public and (f.comment or (
+                f.new_status in (Ticket.RESOLVED_STATUS,
+                                 Ticket.CLOSED_STATUS))):
         if f.new_status == Ticket.RESOLVED_STATUS:
             template = 'resolved_'
         elif f.new_status == Ticket.CLOSED_STATUS:
@@ -554,7 +572,10 @@ def update_ticket(request, ticket_id, public=False):
                     )
                 messages_sent_to.append(cc.email_address)
 
-    if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
+    if ticket.assigned_to and \
+            request.user != ticket.assigned_to and \
+            ticket.assigned_to.email and \
+            ticket.assigned_to.email not in messages_sent_to:
         # We only send e-mails to staff members if the ticket is updated by
         # another user. The actual template varies, depending on what has been
         # changed.
@@ -567,7 +588,13 @@ def update_ticket(request, ticket_id, public=False):
         else:
             template_staff = 'updated_owner'
 
-        if (not reassigned or ( reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
+        if (not reassigned or
+                (reassigned and
+                    ticket.assigned_to.usersettings.settings.get(
+                        'email_on_ticket_assign', False))) or \
+            (not reassigned and
+                ticket.assigned_to.usersettings.settings.get(
+                    'email_on_ticket_change', False)):
             send_templated_mail(
                 template_staff,
                 context,
@@ -609,7 +636,7 @@ def update_ticket(request, ticket_id, public=False):
 
 
 def return_to_ticket(user, helpdesk_settings, ticket):
-    ''' Helpder function for update_ticket '''
+    """Helper function for update_ticket"""
 
     if user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
         return HttpResponseRedirect(ticket.get_absolute_url())
@@ -638,29 +665,47 @@ def mass_update(request):
         if action == 'assign' and t.assigned_to != user:
             t.assigned_to = user
             t.save()
-            f = FollowUp(ticket=t, date=timezone.now(), title=_('Assigned to %(username)s in bulk update' % {'username': user.get_username()}), public=True, user=request.user)
+            f = FollowUp(ticket=t,
+                         date=timezone.now(),
+                         title=_('Assigned to %(username)s in bulk update' % {
+                             'username': user.get_username()
+                         }),
+                         public=True,
+                         user=request.user)
             f.save()
         elif action == 'unassign' and t.assigned_to is not None:
             t.assigned_to = None
             t.save()
-            f = FollowUp(ticket=t, date=timezone.now(), title=_('Unassigned in bulk update'), public=True, user=request.user)
+            f = FollowUp(ticket=t,
+                         date=timezone.now(),
+                         title=_('Unassigned in bulk update'),
+                         public=True,
+                         user=request.user)
             f.save()
         elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
             t.status = Ticket.CLOSED_STATUS
             t.save()
-            f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=False, user=request.user, new_status=Ticket.CLOSED_STATUS)
+            f = FollowUp(ticket=t,
+                         date=timezone.now(),
+                         title=_('Closed in bulk update'),
+                         public=False,
+                         user=request.user,
+                         new_status=Ticket.CLOSED_STATUS)
             f.save()
         elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
             t.status = Ticket.CLOSED_STATUS
             t.save()
-            f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS)
+            f = FollowUp(ticket=t,
+                         date=timezone.now(),
+                         title=_('Closed in bulk update'),
+                         public=True,
+                         user=request.user,
+                         new_status=Ticket.CLOSED_STATUS)
             f.save()
             # Send email to Submitter, Owner, Queue CC
             context = safe_template_context(t)
-            context.update(
-                resolution = t.resolution,
-                queue = t.queue,
-                )
+            context.update(resolution=t.resolution,
+                           queue=t.queue)
 
             messages_sent_to = []
 
@@ -685,7 +730,10 @@ def mass_update(request):
                         )
                     messages_sent_to.append(cc.email_address)
 
-            if t.assigned_to and request.user != t.assigned_to and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
+            if t.assigned_to and \
+                    request.user != t.assigned_to and \
+                    t.assigned_to.email and \
+                    t.assigned_to.email not in messages_sent_to:
                 send_templated_mail(
                     'closed_owner',
                     context,
@@ -695,7 +743,8 @@ def mass_update(request):
                     )
                 messages_sent_to.append(t.assigned_to.email)
 
-            if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc not in messages_sent_to:
+            if t.queue.updated_ticket_cc and \
+                    t.queue.updated_ticket_cc not in messages_sent_to:
                 send_templated_mail(
                     'closed_cc',
                     context,
@@ -710,6 +759,7 @@ def mass_update(request):
     return HttpResponseRedirect(reverse('helpdesk_list'))
 mass_update = staff_member_required(mass_update)
 
+
 def ticket_list(request):
     context = {}
 
@@ -745,7 +795,7 @@ def ticket_list(request):
                 id = None
 
             if id:
-                filter = {'queue__slug': queue, 'id': id }
+                filter = {'queue__slug': queue, 'id': id}
         else:
             try:
                 query = int(query)
@@ -753,7 +803,7 @@ def ticket_list(request):
                 query = None
 
             if query:
-                filter = {'id': int(query) }
+                filter = {'id': int(query)}
 
         if filter:
             try:
@@ -781,13 +831,13 @@ def ticket_list(request):
             # Query deserialization failed. (E.g. was a pickled query)
             return HttpResponseRedirect(reverse('helpdesk_list'))
 
-    elif not (  'queue' in request.GET
-            or  'assigned_to' in request.GET
-            or  'status' in request.GET
-            or  'q' in request.GET
-            or  'sort' in request.GET
-            or  'sortreverse' in request.GET
-                ):
+    elif not ('queue' in request.GET
+              or 'assigned_to' in request.GET
+              or 'status' in request.GET
+              or 'q' in request.GET
+              or 'sort' in request.GET
+              or 'sortreverse' in request.GET
+              ):
 
         # Fall-back if no querying is being done, force the list to only
         # show open/reopened/resolved (not closed) cases sorted by creation
@@ -830,14 +880,14 @@ def ticket_list(request):
         if date_to:
             query_params['filtering']['created__lte'] = date_to
 
-        ### KEYWORD SEARCHING
+        # KEYWORD SEARCHING
         q = request.GET.get('q', None)
 
         if q:
             context = dict(context, query=q)
             query_params['search_string'] = q
 
-        ### SORTING
+        # SORTING
         sort = request.GET.get('sort', None)
         if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'):
             sort = 'created'
@@ -858,7 +908,9 @@ def ticket_list(request):
         }
         ticket_qs = apply_query(tickets, query_params)
 
-    ticket_paginator = paginator.Paginator(ticket_qs, request.user.usersettings.settings.get('tickets_per_page') or 20)
+    ticket_paginator = paginator.Paginator(
+        ticket_qs,
+        request.user.usersettings.settings.get('tickets_per_page') or 20)
     try:
         page = int(request.GET.get('page', '1'))
     except ValueError:
@@ -871,8 +923,13 @@ def ticket_list(request):
 
     search_message = ''
     if 'query' in context and settings.DATABASES['default']['ENGINE'].endswith('sqlite'):
-        search_message = _('<p><strong>Note:</strong> Your keyword search is case sensitive because of your database. This means the search will <strong>not</strong> be accurate. By switching to a different database system you will gain better searching! For more information, read the <a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">Django Documentation on string matching in SQLite</a>.')
-
+        search_message = _(
+            '<p><strong>Note:</strong> Your keyword search is case sensitive '
+            'because of your database. This means the search will <strong>not</strong> '
+            'be accurate. By switching to a different database system you will gain '
+            'better searching! For more information, read the '
+            '<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
+            'Django Documentation on string matching in SQLite</a>.')
 
     import json
     from helpdesk.lib import b64encode
@@ -883,22 +940,20 @@ def ticket_list(request):
     querydict = request.GET.copy()
     querydict.pop('page', 1)
 
-
-    return render(request, 'helpdesk/ticket_list.html',
-        dict(
-            context,
-            query_string=querydict.urlencode(),
-            tickets=tickets,
-            user_choices=User.objects.filter(is_active=True,is_staff=True),
-            queue_choices=user_queues,
-            status_choices=Ticket.STATUS_CHOICES,
-            urlsafe_query=urlsafe_query,
-            user_saved_queries=user_saved_queries,
-            query_params=query_params,
-            from_saved_query=from_saved_query,
-            saved_query=saved_query,
-            search_message=search_message,
-        ))
+    return render(request, 'helpdesk/ticket_list.html', dict(
+        context,
+        query_string=querydict.urlencode(),
+        tickets=tickets,
+        user_choices=User.objects.filter(is_active=True, is_staff=True),
+        queue_choices=user_queues,
+        status_choices=Ticket.STATUS_CHOICES,
+        urlsafe_query=urlsafe_query,
+        user_saved_queries=user_saved_queries,
+        query_params=query_params,
+        from_saved_query=from_saved_query,
+        saved_query=saved_query,
+        search_message=search_message,
+    ))
 ticket_list = staff_member_required(ticket_list)
 
 
@@ -915,12 +970,10 @@ def edit_ticket(request, ticket_id):
     else:
         form = EditTicketForm(instance=ticket)
 
-    return render(request, template_name='helpdesk/edit_ticket.html',
-        context = {
-            'form': form,
-        })
+    return render(request, 'helpdesk/edit_ticket.html', {'form': form})
 edit_ticket = staff_member_required(edit_ticket)
 
+
 def create_ticket(request):
     if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
         assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
@@ -929,8 +982,10 @@ def create_ticket(request):
 
     if request.method == 'POST':
         form = TicketForm(request.POST, request.FILES)
-        form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
-        form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.get_username()] for u in assignable_users]
+        form.fields['queue'].choices = [('', '--------')] + [
+            (q.id, q.title) for q in Queue.objects.all()]
+        form.fields['assigned_to'].choices = [('', '--------')] + [
+            (u.id, u.get_username()) for u in assignable_users]
         if form.is_valid():
             ticket = form.save(user=request.user)
             if _has_access_to_queue(request.user, ticket.queue):
@@ -945,13 +1000,14 @@ def create_ticket(request):
             initial_data['queue'] = request.GET['queue']
 
         form = TicketForm(initial=initial_data)
-        form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
-        form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.get_username()] for u in assignable_users]
+        form.fields['queue'].choices = [('', '--------')] + [
+            (q.id, q.title) for q in Queue.objects.all()]
+        form.fields['assigned_to'].choices = [('', '--------')] + [
+            (u.id, u.get_username()) for u in assignable_users]
         if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
             form.fields['assigned_to'].widget = forms.HiddenInput()
 
-    return render(request, template_name='helpdesk/create_ticket.html',
-        context = {'form': form})
+    return render(request, 'helpdesk/create_ticket.html', {'form': form})
 create_ticket = staff_member_required(create_ticket)
 
 
@@ -960,7 +1016,7 @@ def raw_details(request, type):
     # in the future it needs to be expanded to include other items. All it
     # does is return a plain-text representation of an object.
 
-    if not type in ('preset',):
+    if type not in ('preset',):
         raise Http404
 
     if type == 'preset' and request.GET.get('id', False):
@@ -987,11 +1043,11 @@ def hold_ticket(request, ticket_id, unhold=False):
         title = _('Ticket placed on hold')
 
     f = FollowUp(
-        ticket = ticket,
-        user = request.user,
-        title = title,
-        date = timezone.now(),
-        public = True,
+        ticket=ticket,
+        user=request.user,
+        title=title,
+        date=timezone.now(),
+        public=True,
     )
     f.save()
 
@@ -1007,26 +1063,24 @@ unhold_ticket = staff_member_required(unhold_ticket)
 
 
 def rss_list(request):
-    return render(request, template_name='helpdesk/rss_list.html',
-        context = {
-            'queues': Queue.objects.all(),
-        })
+    return render(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()})
 rss_list = staff_member_required(rss_list)
 
 
 def report_index(request):
     number_tickets = Ticket.objects.all().count()
     saved_query = request.GET.get('saved_query', None)
-    return render(request, template_name='helpdesk/report_index.html',
-        context = {
-            'number_tickets': number_tickets,
-            'saved_query': saved_query,
-        })
+    return render(request, 'helpdesk/report_index.html', {
+        'number_tickets': number_tickets,
+        'saved_query': saved_query,
+    })
 report_index = staff_member_required(report_index)
 
 
 def run_report(request, report):
-    if Ticket.objects.all().count() == 0 or report not in ('queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus', 'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'):
+    if Ticket.objects.all().count() == 0 or report not in (
+            'queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus',
+            'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'):
         return HttpResponseRedirect(reverse("helpdesk_report_index"))
 
     report_queryset = Ticket.objects.all().select_related().filter(
@@ -1191,15 +1245,14 @@ def run_report(request, report):
             data.append(summarytable[item, hdr])
         table.append([item] + data)
 
-    return render(request, 'helpdesk/report_output.html',
-        {
-            'title': title,
-            'charttype': charttype,
-            'data': table,
-            'headings': column_headings,
-            'from_saved_query': from_saved_query,
-            'saved_query': saved_query,
-        })
+    return render(request, 'helpdesk/report_output.html', {
+        'title': title,
+        'charttype': charttype,
+        'data': table,
+        'headings': column_headings,
+        'from_saved_query': from_saved_query,
+        'saved_query': saved_query,
+    })
 run_report = staff_member_required(run_report)
 
 
@@ -1227,10 +1280,7 @@ def delete_saved_query(request, id):
         query.delete()
         return HttpResponseRedirect(reverse('helpdesk_list'))
     else:
-        return render(request, template_name='helpdesk/confirm_delete_saved_query.html',
-            context = {
-                'query': query,
-                })
+        return render(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query})
 delete_saved_query = staff_member_required(delete_saved_query)
 
 
@@ -1244,18 +1294,14 @@ def user_settings(request):
     else:
         form = UserSettingsForm(s.settings)
 
-    return render(request, template_name='helpdesk/user_settings.html',
-        context = {
-            'form': form,
-        })
+    return render(request, 'helpdesk/user_settings.html', {'form': form})
 user_settings = staff_member_required(user_settings)
 
 
 def email_ignore(request):
-    return render(request, template_name='helpdesk/email_ignore_list.html',
-        context = {
-            'ignore_list': IgnoreEmail.objects.all(),
-        })
+    return render(request, 'helpdesk/email_ignore_list.html', {
+        'ignore_list': IgnoreEmail.objects.all(),
+    })
 email_ignore = superuser_required(email_ignore)
 
 
@@ -1263,15 +1309,12 @@ def email_ignore_add(request):
     if request.method == 'POST':
         form = EmailIgnoreForm(request.POST)
         if form.is_valid():
-            ignore = form.save()
+            form.save()
             return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
     else:
         form = EmailIgnoreForm(request.GET)
 
-    return render(request, template_name='helpdesk/email_ignore_add.html',
-        context = {
-            'form': form,
-        })
+    return render(request, 'helpdesk/email_ignore_add.html', {'form': form})
 email_ignore_add = superuser_required(email_ignore_add)
 
 
@@ -1281,25 +1324,23 @@ def email_ignore_del(request, id):
         ignore.delete()
         return HttpResponseRedirect(reverse('helpdesk_email_ignore'))
     else:
-        return render(request, template_name='helpdesk/email_ignore_del.html',
-            context = {
-                'ignore': ignore,
-            })
+        return render(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore})
 email_ignore_del = superuser_required(email_ignore_del)
 
+
 def ticket_cc(request, ticket_id):
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not _has_access_to_queue(request.user, ticket.queue):
         raise PermissionDenied()
 
     copies_to = ticket.ticketcc_set.all()
-    return render(request, template_name='helpdesk/ticket_cc_list.html',
-        context = {
-            'copies_to': copies_to,
-            'ticket': ticket,
-        })
+    return render(request, 'helpdesk/ticket_cc_list.html', {
+        'copies_to': copies_to,
+        'ticket': ticket,
+    })
 ticket_cc = staff_member_required(ticket_cc)
 
+
 def ticket_cc_add(request, ticket_id):
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not _has_access_to_queue(request.user, ticket.queue):
@@ -1311,28 +1352,28 @@ def ticket_cc_add(request, ticket_id):
             ticketcc = form.save(commit=False)
             ticketcc.ticket = ticket
             ticketcc.save()
-            return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': ticket.id}))
+            return HttpResponseRedirect(reverse('helpdesk_ticket_cc',
+                                                kwargs={'ticket_id': ticket.id}))
     else:
         form = TicketCCForm()
-    return render(request, template_name='helpdesk/ticket_cc_add.html',
-        context = {
-            'ticket': ticket,
-            'form': form,
-        })
+    return render(request, 'helpdesk/ticket_cc_add.html', {
+        'ticket': ticket,
+        'form': form,
+    })
 ticket_cc_add = staff_member_required(ticket_cc_add)
 
+
 def ticket_cc_del(request, ticket_id, cc_id):
     cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)
 
     if request.method == 'POST':
         cc.delete()
-        return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
-    return render(request, template_name='helpdesk/ticket_cc_del.html',
-        context = {
-            'cc': cc,
-        })
+        return HttpResponseRedirect(reverse('helpdesk_ticket_cc',
+                                            kwargs={'ticket_id': cc.ticket.id}))
+    return render(request, 'helpdesk/ticket_cc_del.html', {'cc': cc})
 ticket_cc_del = staff_member_required(ticket_cc_del)
 
+
 def ticket_dependency_add(request, ticket_id):
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not _has_access_to_queue(request.user, ticket.queue):
@@ -1347,24 +1388,22 @@ def ticket_dependency_add(request, ticket_id):
             return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
     else:
         form = TicketDependencyForm()
-    return render(request, template_name='helpdesk/ticket_dependency_add.html',
-        context = {
-            'ticket': ticket,
-            'form': form,
-        })
+    return render(request, 'helpdesk/ticket_dependency_add.html', {
+        'ticket': ticket,
+        'form': form,
+    })
 ticket_dependency_add = staff_member_required(ticket_dependency_add)
 
+
 def ticket_dependency_del(request, ticket_id, dependency_id):
     dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, id=dependency_id)
     if request.method == 'POST':
         dependency.delete()
         return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
-    return render(request, template_name='helpdesk/ticket_dependency_del.html',
-        context = {
-            'dependency': dependency,
-        })
+    return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency})
 ticket_dependency_del = staff_member_required(ticket_dependency_del)
 
+
 def attachment_del(request, ticket_id, attachment_id):
     ticket = get_object_or_404(Ticket, id=ticket_id)
     if not _has_access_to_queue(request.user, ticket.queue):
@@ -1374,6 +1413,7 @@ def attachment_del(request, ticket_id, attachment_id):
     return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket_id]))
 attachment_del = staff_member_required(attachment_del)
 
+
 def calc_average_nbr_days_until_ticket_resolved(Tickets):
     nbr_closed_tickets = len(Tickets)
     days_per_ticket = 0
@@ -1392,9 +1432,10 @@ def calc_average_nbr_days_until_ticket_resolved(Tickets):
 
     return mean_per_ticket
 
+
 def calc_basic_ticket_stats(Tickets):
     # all not closed tickets (open, reopened, resolved,) - independent of user
-    all_open_tickets = Tickets.exclude(status = Ticket.CLOSED_STATUS)
+    all_open_tickets = Tickets.exclude(status=Ticket.CLOSED_STATUS)
     today = datetime.today()
 
     date_30 = date_rel_to_today(today, 30)
@@ -1403,57 +1444,66 @@ def calc_basic_ticket_stats(Tickets):
     date_60_str = date_60.strftime('%Y-%m-%d')
 
     # > 0 & <= 30
-    ota_le_30 = all_open_tickets.filter(created__gte = date_30_str)
+    ota_le_30 = all_open_tickets.filter(created__gte=date_30_str)
     N_ota_le_30 = len(ota_le_30)
 
     # >= 30 & <= 60
-    ota_le_60_ge_30 = all_open_tickets.filter(created__gte = date_60_str, created__lte = date_30_str)
+    ota_le_60_ge_30 = all_open_tickets.filter(created__gte=date_60_str, created__lte=date_30_str)
     N_ota_le_60_ge_30 = len(ota_le_60_ge_30)
 
     # >= 60
-    ota_ge_60 = all_open_tickets.filter(created__lte = date_60_str)
+    ota_ge_60 = all_open_tickets.filter(created__lte=date_60_str)
     N_ota_ge_60 = len(ota_ge_60)
 
     # (O)pen (T)icket (S)tats
     ots = list()
     # label, number entries, color, sort_string
-    ots.append(['< 30 days', N_ota_le_30, get_color_for_nbr_days(N_ota_le_30), sort_string(date_30_str, ''), ])
-    ots.append(['30 - 60 days', N_ota_le_60_ge_30, get_color_for_nbr_days(N_ota_le_60_ge_30), sort_string(date_60_str, date_30_str), ])
-    ots.append(['> 60 days', N_ota_ge_60, get_color_for_nbr_days(N_ota_ge_60), sort_string('', date_60_str), ])
+    ots.append(['< 30 days', N_ota_le_30, get_color_for_nbr_days(N_ota_le_30),
+                sort_string(date_30_str, ''), ])
+    ots.append(['30 - 60 days', N_ota_le_60_ge_30, get_color_for_nbr_days(N_ota_le_60_ge_30),
+                sort_string(date_60_str, date_30_str), ])
+    ots.append(['> 60 days', N_ota_ge_60, get_color_for_nbr_days(N_ota_ge_60),
+                sort_string('', date_60_str), ])
 
     # all closed tickets - independent of user.
-    all_closed_tickets = Tickets.filter(status = Ticket.CLOSED_STATUS)
-    average_nbr_days_until_ticket_closed = calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
+    all_closed_tickets = Tickets.filter(status=Ticket.CLOSED_STATUS)
+    average_nbr_days_until_ticket_closed = \
+        calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
     # all closed tickets that were opened in the last 60 days.
-    all_closed_last_60_days = all_closed_tickets.filter(created__gte = date_60_str)
-    average_nbr_days_until_ticket_closed_last_60_days = calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)
+    all_closed_last_60_days = all_closed_tickets.filter(created__gte=date_60_str)
+    average_nbr_days_until_ticket_closed_last_60_days = \
+        calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)
 
     # put together basic stats
-    basic_ticket_stats = {  'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
-                            'average_nbr_days_until_ticket_closed_last_60_days': average_nbr_days_until_ticket_closed_last_60_days,
-                            'open_ticket_stats': ots, }
+    basic_ticket_stats = {
+        'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
+        'average_nbr_days_until_ticket_closed_last_60_days':
+            average_nbr_days_until_ticket_closed_last_60_days,
+        'open_ticket_stats': ots,
+    }
 
     return basic_ticket_stats
 
+
 def get_color_for_nbr_days(nbr_days):
-    ''' '''
     if nbr_days < 5:
         color_string = 'green'
-    elif nbr_days >= 5 and nbr_days < 10:
+    elif nbr_days < 10:
         color_string = 'orange'
-    else: # more than 10 days
+    else:  # more than 10 days
         color_string = 'red'
 
     return color_string
 
+
 def days_since_created(today, ticket):
     return (today - ticket.created).days
 
+
 def date_rel_to_today(today, offset):
     return today - timedelta(days = offset)
 
+
 def sort_string(begin, end):
-    return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' %(begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)
-
-
-
+    return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' % (
+        begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)

From 94d51cb8178c2e959f1d8d4972fdd15d9c0d2d58 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Fri, 21 Oct 2016 17:14:34 +0200
Subject: [PATCH 33/46] Minimal settings for .pylintrc (loading pylint_django
 plugin)

---
 .pylintrc | 378 ++++++++++++++++++++++++++++++++++++++++++++++++++++++
 1 file changed, 378 insertions(+)
 create mode 100644 .pylintrc

diff --git a/.pylintrc b/.pylintrc
new file mode 100644
index 00000000..6d986bd6
--- /dev/null
+++ b/.pylintrc
@@ -0,0 +1,378 @@
+[MASTER]
+
+# Specify a configuration file.
+#rcfile=
+
+# Python code to execute, usually for sys.path manipulation such as
+# pygtk.require().
+#init-hook=
+
+# Add files or directories to the blacklist. They should be base names, not
+# paths.
+ignore=CVS,migrations,south_migrations
+
+# Pickle collected data for later comparisons.
+persistent=yes
+
+# List of plugins (as comma separated values of python modules names) to load,
+# usually to register additional checkers.
+load-plugins=pylint_django
+
+# Use multiple processes to speed up Pylint.
+jobs=1
+
+# Allow loading of arbitrary C extensions. Extensions are imported into the
+# active Python interpreter and may run arbitrary code.
+unsafe-load-any-extension=no
+
+# A comma-separated list of package or module names from where C extensions may
+# be loaded. Extensions are loading into the active Python interpreter and may
+# run arbitrary code
+extension-pkg-whitelist=
+
+# Allow optimization of some AST trees. This will activate a peephole AST
+# optimizer, which will apply various small optimizations. For instance, it can
+# be used to obtain the result of joining multiple strings with the addition
+# operator. Joining a lot of strings can lead to a maximum recursion error in
+# Pylint and this flag can prevent that. It has one side effect, the resulting
+# AST will be different than the one from reality.
+optimize-ast=no
+
+
+[MESSAGES CONTROL]
+
+# Only show warnings with the listed confidence levels. Leave empty to show
+# all. Valid levels: HIGH, INFERENCE, INFERENCE_FAILURE, UNDEFINED
+confidence=
+
+# Enable the message, report, category or checker with the given id(s). You can
+# either give multiple identifier separated by comma (,) or put this option
+# multiple time. See also the "--disable" option for examples.
+#enable=
+
+# Disable the message, report, category or checker with the given id(s). You
+# can either give multiple identifiers separated by comma (,) or put this
+# option multiple times (only on the command line, not in the configuration
+# file where it should appear only once).You can also use "--disable=all" to
+# disable everything first and then reenable specific checks. For example, if
+# you want to run only the similarities checker, you can use "--disable=all
+# --enable=similarities". If you want to run only the classes checker, but have
+# no Warning level messages displayed, use"--disable=all --enable=classes
+# --disable=W"
+disable=import-star-module-level,old-octal-literal,oct-method,print-statement,unpacking-in-except,parameter-unpacking,backtick,old-raise-syntax,old-ne-operator,long-suffix,dict-view-method,dict-iter-method,metaclass-assignment,next-method-called,raising-string,indexing-exception,raw_input-builtin,long-builtin,file-builtin,execfile-builtin,coerce-builtin,cmp-builtin,buffer-builtin,basestring-builtin,apply-builtin,filter-builtin-not-iterating,using-cmp-argument,useless-suppression,range-builtin-not-iterating,suppressed-message,no-absolute-import,old-division,cmp-method,reload-builtin,zip-builtin-not-iterating,intern-builtin,unichr-builtin,reduce-builtin,standarderror-builtin,unicode-builtin,xrange-builtin,coerce-method,delslice-method,getslice-method,setslice-method,input-builtin,round-builtin,hex-method,nonzero-method,map-builtin-not-iterating
+
+
+[REPORTS]
+
+# Set the output format. Available formats are text, parseable, colorized, msvs
+# (visual studio) and html. You can also give a reporter class, eg
+# mypackage.mymodule.MyReporterClass.
+output-format=text
+
+# Put messages in a separate file for each module / package specified on the
+# command line instead of printing them on stdout. Reports (if any) will be
+# written in a file name "pylint_global.[txt|html]".
+files-output=no
+
+# Tells whether to display a full report or only the messages
+reports=yes
+
+# Python expression which should return a note less than 10 (10 is the highest
+# note). You have access to the variables errors warning, statement which
+# respectively contain the number of errors / warnings messages and the total
+# number of statements analyzed. This is used by the global evaluation report
+# (RP0004).
+evaluation=10.0 - ((float(5 * error + warning + refactor + convention) / statement) * 10)
+
+# Template used to display messages. This is a python new-style format string
+# used to format the message information. See doc for all details
+#msg-template=
+
+
+[FORMAT]
+
+# Maximum number of characters on a single line.
+max-line-length=120
+
+# Regexp for a line that is allowed to be longer than the limit.
+ignore-long-lines=^\s*(# )?<?https?://\S+>?$
+
+# Allow the body of an if to be on the same line as the test if there is no
+# else.
+single-line-if-stmt=no
+
+# List of optional constructs for which whitespace checking is disabled. `dict-
+# separator` is used to allow tabulation in dicts, etc.: {1  : 1,\n222: 2}.
+# `trailing-comma` allows a space between comma and closing bracket: (a, ).
+# `empty-line` allows space-only lines.
+no-space-check=trailing-comma,dict-separator
+
+# Maximum number of lines in a module
+max-module-lines=1000
+
+# String used as indentation unit. This is usually "    " (4 spaces) or "\t" (1
+# tab).
+indent-string='    '
+
+# Number of spaces of indent required inside a hanging  or continued line.
+indent-after-paren=4
+
+# Expected format of line ending, e.g. empty (any line ending), LF or CRLF.
+expected-line-ending-format=
+
+
+[SPELLING]
+
+# Spelling dictionary name. Available dictionaries: none. To make it working
+# install python-enchant package.
+spelling-dict=
+
+# List of comma separated words that should not be checked.
+spelling-ignore-words=
+
+# A path to a file that contains private dictionary; one word per line.
+spelling-private-dict-file=
+
+# Tells whether to store unknown words to indicated private dictionary in
+# --spelling-private-dict-file option instead of raising a message.
+spelling-store-unknown-words=no
+
+
+[SIMILARITIES]
+
+# Minimum lines number of a similarity.
+min-similarity-lines=4
+
+# Ignore comments when computing similarities.
+ignore-comments=yes
+
+# Ignore docstrings when computing similarities.
+ignore-docstrings=yes
+
+# Ignore imports when computing similarities.
+ignore-imports=no
+
+
+[VARIABLES]
+
+# Tells whether we should check for unused import in __init__ files.
+init-import=no
+
+# A regular expression matching the name of dummy variables (i.e. expectedly
+# not used).
+dummy-variables-rgx=_$|dummy
+
+# List of additional names supposed to be defined in builtins. Remember that
+# you should avoid to define new builtins when possible.
+additional-builtins=
+
+# List of strings which can identify a callback function by name. A callback
+# name must start or end with one of those strings.
+callbacks=cb_,_cb
+
+
+[MISCELLANEOUS]
+
+# List of note tags to take in consideration, separated by a comma.
+notes=FIXME,XXX,TODO
+
+
+[TYPECHECK]
+
+# Tells whether missing members accessed in mixin class should be ignored. A
+# mixin class is detected if its name ends with "mixin" (case insensitive).
+ignore-mixin-members=yes
+
+# List of module names for which member attributes should not be checked
+# (useful for modules/projects where namespaces are manipulated during runtime
+# and thus existing member attributes cannot be deduced by static analysis. It
+# supports qualified module names, as well as Unix pattern matching.
+ignored-modules=
+
+# List of classes names for which member attributes should not be checked
+# (useful for classes with attributes dynamically set). This supports can work
+# with qualified names.
+ignored-classes=
+
+# List of members which are set dynamically and missed by pylint inference
+# system, and so shouldn't trigger E1101 when accessed. Python regular
+# expressions are accepted.
+generated-members=
+
+
+[LOGGING]
+
+# Logging modules to check that the string format arguments are in logging
+# function parameter format
+logging-modules=logging
+
+
+[BASIC]
+
+# List of builtins function names that should not be used, separated by a comma
+bad-functions=map,filter,input
+
+# Good variable names which should always be accepted, separated by a comma
+good-names=i,j,k,ex,Run,_
+
+# Bad variable names which should always be refused, separated by a comma
+bad-names=foo,bar,baz,toto,tutu,tata
+
+# Colon-delimited sets of names that determine each other's naming style when
+# the name regexes allow several styles.
+name-group=
+
+# Include a hint for the correct naming format with invalid-name
+include-naming-hint=no
+
+# Regular expression matching correct function names
+function-rgx=[a-z_][a-z0-9_]{2,30}$
+
+# Naming hint for function names
+function-name-hint=[a-z_][a-z0-9_]{2,30}$
+
+# Regular expression matching correct variable names
+variable-rgx=[a-z_][a-z0-9_]{2,30}$
+
+# Naming hint for variable names
+variable-name-hint=[a-z_][a-z0-9_]{2,30}$
+
+# Regular expression matching correct constant names
+const-rgx=(([A-Z_][A-Z0-9_]*)|(__.*__))$
+
+# Naming hint for constant names
+const-name-hint=(([A-Z_][A-Z0-9_]*)|(__.*__))$
+
+# Regular expression matching correct attribute names
+attr-rgx=[a-z_][a-z0-9_]{2,30}$
+
+# Naming hint for attribute names
+attr-name-hint=[a-z_][a-z0-9_]{2,30}$
+
+# Regular expression matching correct argument names
+argument-rgx=[a-z_][a-z0-9_]{2,30}$
+
+# Naming hint for argument names
+argument-name-hint=[a-z_][a-z0-9_]{2,30}$
+
+# Regular expression matching correct class attribute names
+class-attribute-rgx=([A-Za-z_][A-Za-z0-9_]{2,30}|(__.*__))$
+
+# Naming hint for class attribute names
+class-attribute-name-hint=([A-Za-z_][A-Za-z0-9_]{2,30}|(__.*__))$
+
+# Regular expression matching correct inline iteration names
+inlinevar-rgx=[A-Za-z_][A-Za-z0-9_]*$
+
+# Naming hint for inline iteration names
+inlinevar-name-hint=[A-Za-z_][A-Za-z0-9_]*$
+
+# Regular expression matching correct class names
+class-rgx=[A-Z_][a-zA-Z0-9]+$
+
+# Naming hint for class names
+class-name-hint=[A-Z_][a-zA-Z0-9]+$
+
+# Regular expression matching correct module names
+module-rgx=(([a-z_][a-z0-9_]*)|([A-Z][a-zA-Z0-9]+))$
+
+# Naming hint for module names
+module-name-hint=(([a-z_][a-z0-9_]*)|([A-Z][a-zA-Z0-9]+))$
+
+# Regular expression matching correct method names
+method-rgx=[a-z_][a-z0-9_]{2,30}$
+
+# Naming hint for method names
+method-name-hint=[a-z_][a-z0-9_]{2,30}$
+
+# Regular expression which should only match function or class names that do
+# not require a docstring.
+no-docstring-rgx=^_
+
+# Minimum line length for functions/classes that require docstrings, shorter
+# ones are exempt.
+docstring-min-length=-1
+
+
+[ELIF]
+
+# Maximum number of nested blocks for function / method body
+max-nested-blocks=5
+
+
+[DESIGN]
+
+# Maximum number of arguments for function / method
+max-args=5
+
+# Argument names that match this expression will be ignored. Default to name
+# with leading underscore
+ignored-argument-names=_.*
+
+# Maximum number of locals for function / method body
+max-locals=15
+
+# Maximum number of return / yield for function / method body
+max-returns=6
+
+# Maximum number of branch for function / method body
+max-branches=12
+
+# Maximum number of statements in function / method body
+max-statements=50
+
+# Maximum number of parents for a class (see R0901).
+max-parents=7
+
+# Maximum number of attributes for a class (see R0902).
+max-attributes=7
+
+# Minimum number of public methods for a class (see R0903).
+min-public-methods=2
+
+# Maximum number of public methods for a class (see R0904).
+max-public-methods=20
+
+# Maximum number of boolean expressions in a if statement
+max-bool-expr=5
+
+
+[IMPORTS]
+
+# Deprecated modules which should not be used, separated by a comma
+deprecated-modules=regsub,TERMIOS,Bastion,rexec
+
+# Create a graph of every (i.e. internal and external) dependencies in the
+# given file (report RP0402 must not be disabled)
+import-graph=
+
+# Create a graph of external dependencies in the given file (report RP0402 must
+# not be disabled)
+ext-import-graph=
+
+# Create a graph of internal dependencies in the given file (report RP0402 must
+# not be disabled)
+int-import-graph=
+
+
+[CLASSES]
+
+# List of method names used to declare (i.e. assign) instance attributes.
+defining-attr-methods=__init__,__new__,setUp
+
+# List of valid names for the first argument in a class method.
+valid-classmethod-first-arg=cls
+
+# List of valid names for the first argument in a metaclass class method.
+valid-metaclass-classmethod-first-arg=mcs
+
+# List of member names, which should be excluded from the protected access
+# warning.
+exclude-protected=_asdict,_fields,_replace,_source,_make
+
+
+[EXCEPTIONS]
+
+# Exceptions that will emit a warning when being caught. Defaults to
+# "Exception"
+overgeneral-exceptions=Exception

From 3c35473265cab2fda086eec8af40f260c838fea8 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Sun, 23 Oct 2016 22:02:02 +0200
Subject: [PATCH 34/46] fixing views.py (except deprecated api)

---
 helpdesk/views/feeds.py  | 55 +++++++++++++------------
 helpdesk/views/public.py | 10 ++---
 helpdesk/views/staff.py  | 87 ++++++++++++++++++++--------------------
 3 files changed, 75 insertions(+), 77 deletions(-)

diff --git a/helpdesk/views/feeds.py b/helpdesk/views/feeds.py
index c476ca9c..e7b012fc 100644
--- a/helpdesk/views/feeds.py
+++ b/helpdesk/views/feeds.py
@@ -37,22 +37,22 @@ class OpenTicketsByUser(Feed):
             return _("Helpdesk: Open Tickets in queue %(queue)s for %(username)s") % {
                 'queue': obj['queue'].title,
                 'username': obj['user'].get_username(),
-                }
+            }
         else:
             return _("Helpdesk: Open Tickets for %(username)s") % {
                 'username': obj['user'].get_username(),
-                }
+            }
 
     def description(self, obj):
         if obj['queue']:
             return _("Open and Reopened Tickets in queue %(queue)s for %(username)s") % {
                 'queue': obj['queue'].title,
                 'username': obj['user'].get_username(),
-                }
+            }
         else:
             return _("Open and Reopened Tickets for %(username)s") % {
                 'username': obj['user'].get_username(),
-                }
+            }
 
     def link(self, obj):
         if obj['queue']:
@@ -60,28 +60,28 @@ class OpenTicketsByUser(Feed):
                 reverse('helpdesk_list'),
                 obj['user'].id,
                 obj['queue'].id,
-                )
+            )
         else:
             return u'%s?assigned_to=%s' % (
                 reverse('helpdesk_list'),
                 obj['user'].id,
-                )
+            )
 
     def items(self, obj):
         if obj['queue']:
             return Ticket.objects.filter(
-                    assigned_to=obj['user']
-                ).filter(
-                    queue=obj['queue']
-                ).filter(
-                    Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-                )
+                assigned_to=obj['user']
+            ).filter(
+                queue=obj['queue']
+            ).filter(
+                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
+            )
         else:
             return Ticket.objects.filter(
-                    assigned_to=obj['user']
-                ).filter(
-                    Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-                )
+                assigned_to=obj['user']
+            ).filter(
+                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
+            )
 
     def item_pubdate(self, item):
         return item.created
@@ -103,10 +103,10 @@ class UnassignedTickets(Feed):
 
     def items(self, obj):
         return Ticket.objects.filter(
-                assigned_to__isnull=True
-            ).filter(
-                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-            )
+            assigned_to__isnull=True
+        ).filter(
+            Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
+        )
 
     def item_pubdate(self, item):
         return item.created
@@ -140,25 +140,25 @@ class OpenTicketsByQueue(Feed):
     def title(self, obj):
         return _('Helpdesk: Open Tickets in queue %(queue)s') % {
             'queue': obj.title,
-            }
+        }
 
     def description(self, obj):
         return _('Open and Reopened Tickets in queue %(queue)s') % {
             'queue': obj.title,
-            }
+        }
 
     def link(self, obj):
         return '%s?queue=%s' % (
             reverse('helpdesk_list'),
             obj.id,
-            )
+        )
 
     def items(self, obj):
         return Ticket.objects.filter(
-                queue=obj
-            ).filter(
-                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-            )
+            queue=obj
+        ).filter(
+            Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
+        )
 
     def item_pubdate(self, item):
         return item.created
@@ -168,4 +168,3 @@ class OpenTicketsByQueue(Feed):
             return item.assigned_to.get_username()
         else:
             return _('Unassigned')
-
diff --git a/helpdesk/views/public.py b/helpdesk/views/public.py
index 4ff174c6..065516ed 100644
--- a/helpdesk/views/public.py
+++ b/helpdesk/views/public.py
@@ -47,7 +47,7 @@ def homepage(request):
                     reverse('helpdesk_public_view'),
                     ticket.ticket_for_url,
                     ticket.submitter_email)
-                    )
+                )
     else:
         try:
             queue = Queue.objects.get(slug=request.GET.get('queue', None))
@@ -67,9 +67,9 @@ def homepage(request):
     knowledgebase_categories = KBCategory.objects.all()
 
     return render(request, 'helpdesk/public_homepage.html', {
-            'form': form,
-            'helpdesk_settings': helpdesk_settings,
-            'kb_categories': knowledgebase_categories
+        'form': form,
+        'helpdesk_settings': helpdesk_settings,
+        'kb_categories': knowledgebase_categories
     })
 
 
@@ -106,7 +106,7 @@ def view_ticket(request):
                     'public': 1,
                     'title': ticket.title,
                     'comment': _('Submitter accepted resolution and closed ticket'),
-                    }
+                }
                 if ticket.assigned_to:
                     request.POST['owner'] = ticket.assigned_to.id
                 request.GET = {}
diff --git a/helpdesk/views/staff.py b/helpdesk/views/staff.py
index c14ebf40..54d0043e 100644
--- a/helpdesk/views/staff.py
+++ b/helpdesk/views/staff.py
@@ -98,24 +98,24 @@ def dashboard(request):
 
     # open & reopened tickets, assigned to current user
     tickets = Ticket.objects.select_related('queue').filter(
-            assigned_to=request.user,
-        ).exclude(
-            status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
-        )
+        assigned_to=request.user,
+    ).exclude(
+        status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
+    )
 
     # closed & resolved tickets, assigned to current user
     tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
-            assigned_to=request.user,
-            status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
+        assigned_to=request.user,
+        status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS])
 
     user_queues = _get_user_queues(request.user)
 
     unassigned_tickets = Ticket.objects.select_related('queue').filter(
-            assigned_to__isnull=True,
-            queue__in=user_queues
-        ).exclude(
-            status=Ticket.CLOSED_STATUS,
-        )
+        assigned_to__isnull=True,
+        queue__in=user_queues
+    ).exclude(
+        status=Ticket.CLOSED_STATUS,
+    )
 
     # all tickets, reported by current user
     all_tickets_reported_by_current_user = ''
@@ -126,8 +126,8 @@ def dashboard(request):
         ).order_by('status')
 
     tickets_in_queues = Ticket.objects.filter(
-                queue__in=user_queues,
-            )
+        queue__in=user_queues,
+    )
     basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues)
 
     # The following query builds a grid of queues & ticket statuses,
@@ -227,7 +227,7 @@ def followup_edit(request, ticket_id, followup_id):
                 new_followup.user = followup.user
             new_followup.save()
             # get list of old attachments & link them to new_followup
-            attachments = Attachment.objects.filter(followup = followup)
+            attachments = Attachment.objects.filter(followup=followup)
             for attachment in attachments:
                 attachment.followup = new_followup
                 attachment.save()
@@ -290,7 +290,7 @@ def view_ticket(request, ticket_id):
             'owner': owner,
             'title': ticket.title,
             'comment': _('Accepted resolution and closed ticket'),
-            }
+        }
 
         return update_ticket(request, ticket_id)
 
@@ -299,7 +299,6 @@ def view_ticket(request, ticket_id):
     else:
         users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
 
-
     # TODO: shouldn't this template get a form to begin with?
     form = TicketForm(initial={'due_date': ticket.due_date})
 
@@ -447,7 +446,7 @@ def update_ticket(request, ticket_id, public=False):
             new_user = User.objects.get(id=owner)
             f.title = _('Assigned to %(username)s') % {
                 'username': new_user.get_username(),
-                }
+            }
             ticket.assigned_to = new_user
             reassigned = True
         # user changed owner to 'unassign'
@@ -482,7 +481,7 @@ def update_ticket(request, ticket_id, public=False):
                 filename=filename,
                 mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                 size=file.size,
-                )
+            )
             a.file.save(filename, file, save=False)
             a.save()
 
@@ -497,7 +496,7 @@ def update_ticket(request, ticket_id, public=False):
             field=_('Title'),
             old_value=ticket.title,
             new_value=title,
-            )
+        )
         c.save()
         ticket.title = title
 
@@ -507,7 +506,7 @@ def update_ticket(request, ticket_id, public=False):
             field=_('Priority'),
             old_value=ticket.priority,
             new_value=priority,
-            )
+        )
         c.save()
         ticket.priority = priority
 
@@ -517,11 +516,11 @@ def update_ticket(request, ticket_id, public=False):
             field=_('Due on'),
             old_value=ticket.due_date,
             new_value=due_date,
-            )
+        )
         c.save()
         ticket.due_date = due_date
 
-    if new_status in [ Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ]:
+    if new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS):
         if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None:
             ticket.resolution = comment
 
@@ -533,11 +532,11 @@ def update_ticket(request, ticket_id, public=False):
     context.update(
         resolution=ticket.resolution,
         comment=f.comment,
-        )
+    )
 
     if public and (f.comment or (
-                f.new_status in (Ticket.RESOLVED_STATUS,
-                                 Ticket.CLOSED_STATUS))):
+        f.new_status in (Ticket.RESOLVED_STATUS,
+                         Ticket.CLOSED_STATUS))):
         if f.new_status == Ticket.RESOLVED_STATUS:
             template = 'resolved_'
         elif f.new_status == Ticket.CLOSED_STATUS:
@@ -555,7 +554,7 @@ def update_ticket(request, ticket_id, public=False):
                 sender=ticket.queue.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(ticket.submitter_email)
 
         template_suffix = 'cc'
@@ -569,7 +568,7 @@ def update_ticket(request, ticket_id, public=False):
                     sender=ticket.queue.from_address,
                     fail_silently=True,
                     files=files,
-                    )
+                )
                 messages_sent_to.append(cc.email_address)
 
     if ticket.assigned_to and \
@@ -602,7 +601,7 @@ def update_ticket(request, ticket_id, public=False):
                 sender=ticket.queue.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(ticket.assigned_to.email)
 
     if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
@@ -622,7 +621,7 @@ def update_ticket(request, ticket_id, public=False):
             sender=ticket.queue.from_address,
             fail_silently=True,
             files=files,
-            )
+        )
 
     ticket.save()
 
@@ -716,7 +715,7 @@ def mass_update(request):
                     recipients=t.submitter_email,
                     sender=t.queue.from_address,
                     fail_silently=True,
-                    )
+                )
                 messages_sent_to.append(t.submitter_email)
 
             for cc in t.ticketcc_set.all():
@@ -727,7 +726,7 @@ def mass_update(request):
                         recipients=cc.email_address,
                         sender=t.queue.from_address,
                         fail_silently=True,
-                        )
+                    )
                     messages_sent_to.append(cc.email_address)
 
             if t.assigned_to and \
@@ -740,7 +739,7 @@ def mass_update(request):
                     recipients=t.assigned_to.email,
                     sender=t.queue.from_address,
                     fail_silently=True,
-                    )
+                )
                 messages_sent_to.append(t.assigned_to.email)
 
             if t.queue.updated_ticket_cc and \
@@ -751,7 +750,7 @@ def mass_update(request):
                     recipients=t.queue.updated_ticket_cc,
                     sender=t.queue.from_address,
                     fail_silently=True,
-                    )
+                )
 
         elif action == 'delete':
             t.delete()
@@ -775,7 +774,7 @@ def ticket_list(request):
         'sortreverse': False,
         'keyword': None,
         'search_string': None,
-        }
+    }
 
     from_saved_query = False
 
@@ -831,13 +830,12 @@ def ticket_list(request):
             # Query deserialization failed. (E.g. was a pickled query)
             return HttpResponseRedirect(reverse('helpdesk_list'))
 
-    elif not ('queue' in request.GET
-              or 'assigned_to' in request.GET
-              or 'status' in request.GET
-              or 'q' in request.GET
-              or 'sort' in request.GET
-              or 'sortreverse' in request.GET
-              ):
+    elif not ('queue' in request.GET or
+              'assigned_to' in request.GET or
+              'status' in request.GET or
+              'q' in request.GET or
+              'sort' in request.GET or
+              'sortreverse' in request.GET):
 
         # Fall-back if no querying is being done, force the list to only
         # show open/reopened/resolved (not closed) cases sorted by creation
@@ -1113,7 +1111,8 @@ def run_report(request, report):
     # a second table for more complex queries
     summarytable2 = defaultdict(int)
 
-    month_name = lambda m: MONTHS_3[m].title()
+    def month_name(m):
+        MONTHS_3[m].title()
 
     first_ticket = Ticket.objects.all().order_by('created')[0]
     first_month = first_ticket.created.month
@@ -1259,7 +1258,7 @@ run_report = staff_member_required(run_report)
 def save_query(request):
     title = request.POST.get('title', None)
     shared = request.POST.get('shared', False)
-    if shared == 'on': # django only translates '1', 'true', 't' into True
+    if shared == 'on':  # django only translates '1', 'true', 't' into True
         shared = True
     query_encoded = request.POST.get('query_encoded', None)
 
@@ -1501,7 +1500,7 @@ def days_since_created(today, ticket):
 
 
 def date_rel_to_today(today, offset):
-    return today - timedelta(days = offset)
+    return today - timedelta(days=offset)
 
 
 def sort_string(begin, end):

From 30e3aa55aaea95c460a5430b9a515936baf5a7e8 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Sun, 23 Oct 2016 22:09:17 +0200
Subject: [PATCH 35/46] almost auto-fix on misc files

---
 helpdesk/forms.py                             | 104 +++----
 helpdesk/lib.py                               |   6 +-
 .../commands/create_escalation_exclusions.py  |   3 +-
 .../commands/create_queue_permissions.py      |   4 +-
 .../commands/create_usersettings.py           |   2 +-
 .../management/commands/escalate_tickets.py   |  35 +--
 helpdesk/management/commands/get_email.py     |  27 +-
 helpdesk/models.py                            | 260 +++++++++---------
 .../templatetags/load_helpdesk_settings.py    |   2 +-
 helpdesk/templatetags/saved_queries.py        |   6 +-
 10 files changed, 230 insertions(+), 219 deletions(-)

diff --git a/helpdesk/forms.py b/helpdesk/forms.py
index 44d3be8f..090d5455 100644
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@@ -35,6 +35,7 @@ class CustomFieldMixin(object):
     """
     Mixin that provides a method to turn CustomFields into an actual field
     """
+
     def customfield_to_field(self, field, instanceargs):
         if field.data_type == 'varchar':
             fieldclass = forms.CharField
@@ -76,6 +77,7 @@ class CustomFieldMixin(object):
 
 
 class EditTicketForm(CustomFieldMixin, forms.ModelForm):
+
     class Meta:
         model = Ticket
         exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
@@ -93,11 +95,11 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
             except TicketCustomFieldValue.DoesNotExist:
                 initial_value = None
             instanceargs = {
-                    'label': field.label,
-                    'help_text': field.help_text,
-                    'required': field.required,
-                    'initial': initial_value,
-                    }
+                'label': field.label,
+                'help_text': field.help_text,
+                'required': field.required,
+                'initial': initial_value,
+            }
 
             self.customfield_to_field(field, instanceargs)
 
@@ -118,6 +120,7 @@ class EditTicketForm(CustomFieldMixin, forms.ModelForm):
 
 
 class EditFollowUpForm(forms.ModelForm):
+
     class Meta:
         model = FollowUp
         exclude = ('date', 'user',)
@@ -133,28 +136,28 @@ class TicketForm(CustomFieldMixin, forms.Form):
         label=_('Queue'),
         required=True,
         choices=()
-        )
+    )
 
     title = forms.CharField(
         max_length=100,
         required=True,
-        widget=forms.TextInput(attrs={'size':'60'}),
+        widget=forms.TextInput(attrs={'size': '60'}),
         label=_('Summary of the problem'),
-        )
+    )
 
     submitter_email = forms.EmailField(
         required=False,
         label=_('Submitter E-Mail Address'),
-        widget=forms.TextInput(attrs={'size':'60'}),
+        widget=forms.TextInput(attrs={'size': '60'}),
         help_text=_('This e-mail address will receive copies of all public '
-            'updates to this ticket.'),
-        )
+                    'updates to this ticket.'),
+    )
 
     body = forms.CharField(
         widget=forms.Textarea(attrs={'cols': 47, 'rows': 15}),
         label=_('Description of Issue'),
         required=True,
-        )
+    )
 
     assigned_to = forms.ChoiceField(
         choices=(),
@@ -162,7 +165,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
         label=_('Case owner'),
         help_text=_('If you select an owner other than yourself, they\'ll be '
                     'e-mailed details of this ticket immediately.'),
-        )
+    )
 
     priority = forms.ChoiceField(
         choices=Ticket.PRIORITY_CHOICES,
@@ -170,13 +173,13 @@ class TicketForm(CustomFieldMixin, forms.Form):
         initial='3',
         label=_('Priority'),
         help_text=_('Please select a priority carefully. If unsure, leave it as \'3\'.'),
-        )
+    )
 
     due_date = forms.DateTimeField(
         widget=extras.SelectDateWidget,
         required=False,
         label=_('Due on'),
-        )
+    )
 
     def clean_due_date(self):
         data = self.cleaned_data['due_date']
@@ -189,7 +192,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
         required=False,
         label=_('Attach File'),
         help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
-        )
+    )
 
     def __init__(self, *args, **kwargs):
         """
@@ -198,10 +201,10 @@ class TicketForm(CustomFieldMixin, forms.Form):
         super(TicketForm, self).__init__(*args, **kwargs)
         for field in CustomField.objects.all():
             instanceargs = {
-                    'label': field.label,
-                    'help_text': field.help_text,
-                    'required': field.required,
-                    }
+                'label': field.label,
+                'help_text': field.help_text,
+                'required': field.required,
+            }
 
             self.customfield_to_field(field, instanceargs)
 
@@ -263,7 +266,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 filename=filename,
                 mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                 size=file.size,
-                )
+            )
             a.file.save(file.name, file, save=False)
             a.save()
 
@@ -288,7 +291,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(t.submitter_email)
 
         if t.assigned_to and \
@@ -303,7 +306,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(t.assigned_to.email)
 
         if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
@@ -314,7 +317,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(q.new_ticket_cc)
 
         if q.updated_ticket_cc and \
@@ -327,7 +330,7 @@ class TicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
 
         return t
 
@@ -337,20 +340,20 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
         label=_('Queue'),
         required=True,
         choices=()
-        )
+    )
 
     title = forms.CharField(
         max_length=100,
         required=True,
         widget=forms.TextInput(),
         label=_('Summary of your query'),
-        )
+    )
 
     submitter_email = forms.EmailField(
         required=True,
         label=_('Your E-Mail Address'),
         help_text=_('We will e-mail you when your ticket is updated.'),
-        )
+    )
 
     body = forms.CharField(
         widget=forms.Textarea(),
@@ -358,7 +361,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
         required=True,
         help_text=_('Please be as descriptive as possible, including any '
                     'details we may need to address your query.'),
-        )
+    )
 
     priority = forms.ChoiceField(
         choices=Ticket.PRIORITY_CHOICES,
@@ -366,20 +369,20 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
         initial='3',
         label=_('Urgency'),
         help_text=_('Please select a priority carefully.'),
-        )
+    )
 
     due_date = forms.DateTimeField(
         widget=extras.SelectDateWidget,
         required=False,
         label=_('Due on'),
-        )
+    )
 
     attachment = forms.FileField(
         required=False,
         label=_('Attach File'),
         help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
         max_length=1000,
-        )
+    )
 
     def __init__(self, *args, **kwargs):
         """
@@ -388,10 +391,10 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
         super(PublicTicketForm, self).__init__(*args, **kwargs)
         for field in CustomField.objects.filter(staff_only=False):
             instanceargs = {
-                    'label': field.label,
-                    'help_text': field.help_text,
-                    'required': field.required,
-                    }
+                'label': field.label,
+                'help_text': field.help_text,
+                'required': field.required,
+            }
 
             self.customfield_to_field(field, instanceargs)
 
@@ -411,7 +414,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
             description=self.cleaned_data['body'],
             priority=self.cleaned_data['priority'],
             due_date=self.cleaned_data['due_date'],
-            )
+        )
 
         if q.default_owner and not t.assigned_to:
             t.assigned_to = q.default_owner
@@ -433,7 +436,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
             date=timezone.now(),
             public=True,
             comment=self.cleaned_data['body'],
-            )
+        )
 
         f.save()
 
@@ -447,7 +450,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 filename=filename,
                 mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                 size=file.size,
-                )
+            )
             a.file.save(file.name, file, save=False)
             a.save()
 
@@ -467,7 +470,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
             sender=q.from_address,
             fail_silently=True,
             files=files,
-            )
+        )
         messages_sent_to.append(t.submitter_email)
 
         if t.assigned_to and \
@@ -481,7 +484,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(t.assigned_to.email)
 
         if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
@@ -492,7 +495,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
             messages_sent_to.append(q.new_ticket_cc)
 
         if q.updated_ticket_cc and \
@@ -505,7 +508,7 @@ class PublicTicketForm(CustomFieldMixin, forms.Form):
                 sender=q.from_address,
                 fail_silently=True,
                 files=files,
-                )
+            )
 
         return t
 
@@ -515,25 +518,25 @@ class UserSettingsForm(forms.Form):
         label=_('Show Ticket List on Login?'),
         help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'),
         required=False,
-        )
+    )
 
     email_on_ticket_change = forms.BooleanField(
         label=_('E-mail me on ticket change?'),
         help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'),
         required=False,
-        )
+    )
 
     email_on_ticket_assign = forms.BooleanField(
         label=_('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?'),
         required=False,
-        )
+    )
 
     email_on_ticket_apichange = forms.BooleanField(
         label=_('E-mail me when a ticket is changed via the API?'),
         help_text=_('If a ticket is altered by the API, do you want to receive an e-mail?'),
         required=False,
-        )
+    )
 
     tickets_per_page = forms.IntegerField(
         label=_('Number of tickets to show per page'),
@@ -541,22 +544,24 @@ class UserSettingsForm(forms.Form):
         required=False,
         min_value=1,
         max_value=1000,
-        )
+    )
 
     use_email_as_submitter = forms.BooleanField(
         label=_('Use my e-mail address when submitting tickets?'),
         help_text=_('When you submit a ticket, do you want to automatically use your e-mail address as the submitter address? You can type a different e-mail address when entering the ticket if needed, this option only changes the default.'),
         required=False,
-        )
+    )
 
 
 class EmailIgnoreForm(forms.ModelForm):
+
     class Meta:
         model = IgnoreEmail
         exclude = []
 
 
 class TicketCCForm(forms.ModelForm):
+
     class Meta:
         model = TicketCC
         exclude = ('ticket',)
@@ -571,6 +576,7 @@ class TicketCCForm(forms.ModelForm):
 
 
 class TicketDependencyForm(forms.ModelForm):
+
     class Meta:
         model = TicketDependency
         exclude = ('ticket',)
diff --git a/helpdesk/lib.py b/helpdesk/lib.py
index 84a60b2f..364abc1e 100644
--- a/helpdesk/lib.py
+++ b/helpdesk/lib.py
@@ -109,7 +109,7 @@ def send_templated_mail(template_name,
 
     text_part = template_func(
         "%s{%% include '%s' %%}" % (t.plain_text, footer_file)
-        ).render(context)
+    ).render(context)
 
     email_html_base_file = os.path.join('helpdesk', locale, 'email_html_base.html')
 
@@ -233,8 +233,8 @@ def safe_template_context(ticket):
 
     context = {
         'queue': {},
-        'ticket': {},
-        }
+        'ticket': {}
+    }
     queue = ticket.queue
 
     for field in ('title', 'slug', 'email_address', 'from_address', 'locale'):
diff --git a/helpdesk/management/commands/create_escalation_exclusions.py b/helpdesk/management/commands/create_escalation_exclusions.py
index 6c011f1b..fcda257d 100644
--- a/helpdesk/management/commands/create_escalation_exclusions.py
+++ b/helpdesk/management/commands/create_escalation_exclusions.py
@@ -21,6 +21,7 @@ from helpdesk.models import EscalationExclusion, Queue
 
 
 class Command(BaseCommand):
+
     def __init__(self):
         BaseCommand.__init__(self)
 
@@ -42,7 +43,7 @@ class Command(BaseCommand):
                 default=False,
                 dest='escalate-verbosely',
                 help='Display a list of dates excluded'),
-            )
+        )
 
     def handle(self, *args, **options):
         days = options['days']
diff --git a/helpdesk/management/commands/create_queue_permissions.py b/helpdesk/management/commands/create_queue_permissions.py
index 66118e75..50e980c3 100644
--- a/helpdesk/management/commands/create_queue_permissions.py
+++ b/helpdesk/management/commands/create_queue_permissions.py
@@ -25,6 +25,7 @@ from helpdesk.models import Queue
 
 
 class Command(BaseCommand):
+
     def __init__(self):
         BaseCommand.__init__(self)
 
@@ -32,7 +33,7 @@ class Command(BaseCommand):
             make_option(
                 '--queues', '-q',
                 help='Queues to include (default: all). Use queue slugs'),
-            )
+        )
 
     def handle(self, *args, **options):
         queue_slugs = options['queues']
@@ -71,4 +72,3 @@ class Command(BaseCommand):
                 )
             except IntegrityError:
                 self.stdout.write("  .. permission already existed, skipping")
-
diff --git a/helpdesk/management/commands/create_usersettings.py b/helpdesk/management/commands/create_usersettings.py
index 965d347f..46280159 100644
--- a/helpdesk/management/commands/create_usersettings.py
+++ b/helpdesk/management/commands/create_usersettings.py
@@ -4,7 +4,7 @@ django-helpdesk - A Django powered ticket tracker for small enterprise.
 
 See LICENSE for details.
 
-create_usersettings.py - Easy way to create helpdesk-specific settings for 
+create_usersettings.py - Easy way to create helpdesk-specific settings for
 users who don't yet have them.
 """
 
diff --git a/helpdesk/management/commands/escalate_tickets.py b/helpdesk/management/commands/escalate_tickets.py
index a3df890a..b2788762 100644
--- a/helpdesk/management/commands/escalate_tickets.py
+++ b/helpdesk/management/commands/escalate_tickets.py
@@ -28,6 +28,7 @@ from helpdesk.lib import send_templated_mail, safe_template_context
 
 
 class Command(BaseCommand):
+
     def __init__(self):
         BaseCommand.__init__(self)
 
@@ -40,7 +41,7 @@ class Command(BaseCommand):
                 action='store_true',
                 default=False,
                 help='Display a list of dates excluded'),
-            )
+        )
 
     def handle(self, *args, **options):
         verbose = False
@@ -88,17 +89,17 @@ def escalate_tickets(queues, verbose):
             print("Processing: %s" % q)
 
         for t in q.ticket_set.filter(
-                      Q(status=Ticket.OPEN_STATUS)
-                      | Q(status=Ticket.REOPENED_STATUS)
-                ).exclude(
-                    priority=1
-                ).filter(
-                      Q(on_hold__isnull=True)
-                      | Q(on_hold=False)
-                ).filter(
-                      Q(last_escalation__lte=req_last_escl_date)
-                      | Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
-                ):
+            Q(status=Ticket.OPEN_STATUS) |
+                Q(status=Ticket.REOPENED_STATUS)
+        ).exclude(
+            priority=1
+        ).filter(
+            Q(on_hold__isnull=True) |
+                Q(on_hold=False)
+        ).filter(
+            Q(last_escalation__lte=req_last_escl_date) |
+                Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
+        ):
 
             t.last_escalation = timezone.now()
             t.priority -= 1
@@ -113,7 +114,7 @@ def escalate_tickets(queues, verbose):
                     recipients=t.submitter_email,
                     sender=t.queue.from_address,
                     fail_silently=True,
-                    )
+                )
 
             if t.queue.updated_ticket_cc:
                 send_templated_mail(
@@ -122,7 +123,7 @@ def escalate_tickets(queues, verbose):
                     recipients=t.queue.updated_ticket_cc,
                     sender=t.queue.from_address,
                     fail_silently=True,
-                    )
+                )
 
             if t.assigned_to:
                 send_templated_mail(
@@ -131,14 +132,14 @@ def escalate_tickets(queues, verbose):
                     recipients=t.assigned_to.email,
                     sender=t.queue.from_address,
                     fail_silently=True,
-                    )
+                )
 
             if verbose:
                 print("  - Esclating %s from %s>%s" % (
                     t.ticket,
-                    t.priority+1,
+                    t.priority + 1,
                     t.priority
-                    )
+                )
                 )
 
             f = FollowUp(
diff --git a/helpdesk/management/commands/get_email.py b/helpdesk/management/commands/get_email.py
index 287cff0f..d40a7958 100644
--- a/helpdesk/management/commands/get_email.py
+++ b/helpdesk/management/commands/get_email.py
@@ -48,7 +48,9 @@ STRIPPED_SUBJECT_STRINGS = [
     "Automatic reply: ",
 ]
 
+
 class Command(BaseCommand):
+
     def __init__(self):
         BaseCommand.__init__(self)
 
@@ -58,7 +60,7 @@ class Command(BaseCommand):
                 default=False,
                 action='store_true',
                 help='Hide details about each queue/message as they are processed'),
-            )
+        )
 
     help = 'Process Jutda Helpdesk queues and process e-mails via ' \
            'POP3/IMAP as required, feeding them into the helpdesk.'
@@ -74,7 +76,7 @@ def process_email(quiet=False):
             allow_email_submission=True):
 
         if not q.email_box_last_check:
-            q.email_box_last_check = timezone.now()-timedelta(minutes=30)
+            q.email_box_last_check = timezone.now() - timedelta(minutes=30)
 
         if not q.email_box_interval:
             q.email_box_interval = 0
@@ -176,7 +178,7 @@ def process_queue(q, quiet=False):
                 ticket = ticket_from_message(message=data[0][1], queue=q, quiet=quiet)
                 if ticket:
                     server.store(num, '+FLAGS', '\\Deleted')
-        
+
         server.expunge()
         server.close()
         server.logout()
@@ -221,7 +223,7 @@ def ticket_from_message(message, queue, quiet):
                 return False
             return True
 
-    matchobj = re.match(r".*\["+queue.slug+"-(?P<id>\d+)\]", subject)
+    matchobj = re.match(r".*\[" + queue.slug + "-(?P<id>\d+)\]", subject)
     if matchobj:
         # This is a reply or forward.
         ticket = matchobj.group('id')
@@ -254,7 +256,7 @@ def ticket_from_message(message, queue, quiet):
                 'filename': name,
                 'content': part.get_payload(decode=True),
                 'type': part.get_content_type()},
-                )
+            )
 
         counter += 1
 
@@ -317,7 +319,7 @@ def ticket_from_message(message, queue, quiet):
     if t.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.save()
 
     if not quiet:
@@ -332,7 +334,7 @@ def ticket_from_message(message, queue, quiet):
                 filename=filename,
                 mime_type=file['type'],
                 size=len(file['content']),
-                )
+            )
             a.file.save(filename, ContentFile(file['content']), save=False)
             a.save()
             if not quiet:
@@ -349,7 +351,7 @@ def ticket_from_message(message, queue, quiet):
                 recipients=sender_email,
                 sender=queue.from_address,
                 fail_silently=True,
-                )
+            )
 
         if queue.new_ticket_cc:
             send_templated_mail(
@@ -358,7 +360,7 @@ def ticket_from_message(message, queue, quiet):
                 recipients=queue.new_ticket_cc,
                 sender=queue.from_address,
                 fail_silently=True,
-                )
+            )
 
         if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
             send_templated_mail(
@@ -367,7 +369,7 @@ def ticket_from_message(message, queue, quiet):
                 recipients=queue.updated_ticket_cc,
                 sender=queue.from_address,
                 fail_silently=True,
-                )
+            )
 
     else:
         context.update(comment=f.comment)
@@ -384,7 +386,7 @@ def ticket_from_message(message, queue, quiet):
                 recipients=t.assigned_to.email,
                 sender=queue.from_address,
                 fail_silently=True,
-                )
+            )
 
         if queue.updated_ticket_cc:
             send_templated_mail(
@@ -393,11 +395,10 @@ def ticket_from_message(message, queue, quiet):
                 recipients=queue.updated_ticket_cc,
                 sender=queue.from_address,
                 fail_silently=True,
-                )
+            )
 
     return t
 
 
 if __name__ == '__main__':
     process_email()
-
diff --git a/helpdesk/models.py b/helpdesk/models.py
index 4ee9ab08..dec02ea7 100644
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@@ -36,7 +36,7 @@ class Queue(models.Model):
     title = models.CharField(
         _('Title'),
         max_length=100,
-        )
+    )
 
     slug = models.SlugField(
         _('Slug'),
@@ -44,7 +44,7 @@ class Queue(models.Model):
         unique=True,
         help_text=_('This slug is used when building ticket ID\'s. Once set, '
                     'try not to change it or e-mailing may get messy.'),
-        )
+    )
 
     email_address = models.EmailField(
         _('E-Mail Address'),
@@ -53,7 +53,7 @@ class Queue(models.Model):
         help_text=_('All outgoing e-mails for this queue will use this e-mail '
                     'address. If you use IMAP or POP3, this should be the e-mail '
                     'address for that mailbox.'),
-        )
+    )
 
     locale = models.CharField(
         _('Locale'),
@@ -62,14 +62,14 @@ class Queue(models.Model):
         null=True,
         help_text=_('Locale of this queue. All correspondence in this '
                     'queue will be in this language.'),
-        )
+    )
 
     allow_public_submission = models.BooleanField(
         _('Allow Public Submission?'),
         blank=True,
         default=False,
         help_text=_('Should this queue be listed on the public submission form?'),
-        )
+    )
 
     allow_email_submission = models.BooleanField(
         _('Allow E-Mail Submission?'),
@@ -77,7 +77,7 @@ class Queue(models.Model):
         default=False,
         help_text=_('Do you want to poll the e-mail box below for new '
                     'tickets?'),
-        )
+    )
 
     escalate_days = models.IntegerField(
         _('Escalation Days'),
@@ -85,7 +85,7 @@ class Queue(models.Model):
         null=True,
         help_text=_('For tickets which are not held, how often do you wish to '
                     'increase their priority? Set to 0 for no escalation.'),
-        )
+    )
 
     new_ticket_cc = models.CharField(
         _('New Ticket CC Address'),
@@ -95,7 +95,7 @@ class Queue(models.Model):
         help_text=_('If an e-mail address is entered here, then it will '
                     'receive notification of all new tickets created for this queue. '
                     'Enter a comma between multiple e-mail addresses.'),
-        )
+    )
 
     updated_ticket_cc = models.CharField(
         _('Updated Ticket CC Address'),
@@ -106,7 +106,7 @@ class Queue(models.Model):
                     'receive notification of all activity (new tickets, closed '
                     'tickets, updates, reassignments, etc) for this queue. Separate '
                     'multiple addresses with a comma.'),
-        )
+    )
 
     email_box_type = models.CharField(
         _('E-Mail Box Type'),
@@ -116,7 +116,7 @@ class Queue(models.Model):
         null=True,
         help_text=_('E-Mail server type for creating tickets automatically '
                     'from a mailbox - both POP3 and IMAP are supported.'),
-        )
+    )
 
     email_box_host = models.CharField(
         _('E-Mail Hostname'),
@@ -125,7 +125,7 @@ class Queue(models.Model):
         null=True,
         help_text=_('Your e-mail server address - either the domain name or '
                     'IP address. May be "localhost".'),
-        )
+    )
 
     email_box_port = models.IntegerField(
         _('E-Mail Port'),
@@ -134,7 +134,7 @@ class Queue(models.Model):
         help_text=_('Port number to use for accessing e-mail. Default for '
                     'POP3 is "110", and for IMAP is "143". This may differ on some '
                     'servers. Leave it blank to use the defaults.'),
-        )
+    )
 
     email_box_ssl = models.BooleanField(
         _('Use SSL for E-Mail?'),
@@ -142,7 +142,7 @@ class Queue(models.Model):
         default=False,
         help_text=_('Whether to use SSL for IMAP or POP3 - the default ports '
                     'when using SSL are 993 for IMAP and 995 for POP3.'),
-        )
+    )
 
     email_box_user = models.CharField(
         _('E-Mail Username'),
@@ -150,7 +150,7 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('Username for accessing this mailbox.'),
-        )
+    )
 
     email_box_pass = models.CharField(
         _('E-Mail Password'),
@@ -158,7 +158,7 @@ class Queue(models.Model):
         blank=True,
         null=True,
         help_text=_('Password for the above username'),
-        )
+    )
 
     email_box_imap_folder = models.CharField(
         _('IMAP Folder'),
@@ -169,7 +169,7 @@ class Queue(models.Model):
                     'from? This allows you to use one IMAP account for multiple '
                     'queues, by filtering messages on your IMAP server into separate '
                     'folders. Default: INBOX.'),
-        )
+    )
 
     permission_name = models.CharField(
         _('Django auth permission name'),
@@ -178,8 +178,7 @@ class Queue(models.Model):
         null=True,
         editable=False,
         help_text=_('Name used in the django.contrib.auth permission system'),
-        )
-
+    )
 
     email_box_interval = models.IntegerField(
         _('E-Mail Check Interval'),
@@ -187,14 +186,14 @@ class Queue(models.Model):
         blank=True,
         null=True,
         default='5',
-        )
+    )
 
     email_box_last_check = models.DateTimeField(
         blank=True,
         null=True,
         editable=False,
         # This is updated by management/commands/get_mail.py.
-        )
+    )
 
     socks_proxy_type = models.CharField(
         _('Socks Proxy Type'),
@@ -347,24 +346,24 @@ class Ticket(models.Model):
     title = models.CharField(
         _('Title'),
         max_length=200,
-        )
+    )
 
     queue = models.ForeignKey(
         Queue,
         verbose_name=_('Queue'),
-        )
+    )
 
     created = models.DateTimeField(
         _('Created'),
         blank=True,
         help_text=_('Date this ticket was first created'),
-        )
+    )
 
     modified = models.DateTimeField(
         _('Modified'),
         blank=True,
         help_text=_('Date this ticket was most recently changed.'),
-        )
+    )
 
     submitter_email = models.EmailField(
         _('Submitter E-Mail'),
@@ -372,7 +371,7 @@ class Ticket(models.Model):
         null=True,
         help_text=_('The submitter will receive an email for all public '
                     'follow-ups left for this task.'),
-        )
+    )
 
     assigned_to = models.ForeignKey(
         settings.AUTH_USER_MODEL,
@@ -380,34 +379,34 @@ class Ticket(models.Model):
         blank=True,
         null=True,
         verbose_name=_('Assigned to'),
-        )
+    )
 
     status = models.IntegerField(
         _('Status'),
         choices=STATUS_CHOICES,
         default=OPEN_STATUS,
-        )
+    )
 
     on_hold = models.BooleanField(
         _('On Hold'),
         blank=True,
         default=False,
         help_text=_('If a ticket is on hold, it will not automatically be escalated.'),
-        )
+    )
 
     description = models.TextField(
         _('Description'),
         blank=True,
         null=True,
         help_text=_('The content of the customers query.'),
-        )
+    )
 
     resolution = models.TextField(
         _('Resolution'),
         blank=True,
         null=True,
         help_text=_('The resolution provided to the customer by our staff.'),
-        )
+    )
 
     priority = models.IntegerField(
         _('Priority'),
@@ -415,13 +414,13 @@ class Ticket(models.Model):
         default=3,
         blank=3,
         help_text=_('1 = Highest Priority, 5 = Low Priority'),
-        )
+    )
 
     due_date = models.DateTimeField(
         _('Due on'),
         blank=True,
         null=True,
-        )
+    )
 
     last_escalation = models.DateTimeField(
         blank=True,
@@ -429,7 +428,7 @@ class Ticket(models.Model):
         editable=False,
         help_text=_('The date this ticket was last escalated - updated '
                     'automatically by management/commands/escalate_tickets.py.'),
-        )
+    )
 
     def _get_assigned_to(self):
         """ Custom property to allow us to easily print 'Unassigned' if a
@@ -479,7 +478,8 @@ class Ticket(models.Model):
         Displays the ticket status, with an "On Hold" message if needed.
         """
         held_msg = ''
-        if self.on_hold: held_msg = _(' - On Hold')
+        if self.on_hold:
+            held_msg = _(' - On Hold')
         dep_msg = ''
         if not self.can_be_resolved:
             dep_msg = _(' - Open dependencies')
@@ -502,7 +502,7 @@ class Ticket(models.Model):
             reverse('helpdesk_public_view'),
             self.ticket_for_url,
             self.submitter_email
-            )
+        )
     ticket_url = property(_get_ticket_url)
 
     def _get_staff_url(self):
@@ -519,8 +519,8 @@ class Ticket(models.Model):
         return u"http://%s%s" % (
             site.domain,
             reverse('helpdesk_view',
-            args=[self.id])
-            )
+                    args=[self.id])
+        )
     staff_url = property(_get_staff_url)
 
     def _can_be_resolved(self):
@@ -569,6 +569,7 @@ class Ticket(models.Model):
 
 
 class FollowUpManager(models.Manager):
+
     def private_followups(self):
         return self.filter(public=False)
 
@@ -593,25 +594,25 @@ class FollowUp(models.Model):
     ticket = models.ForeignKey(
         Ticket,
         verbose_name=_('Ticket'),
-        )
+    )
 
     date = models.DateTimeField(
         _('Date'),
-        default = timezone.now
-        )
+        default=timezone.now
+    )
 
     title = models.CharField(
         _('Title'),
         max_length=200,
         blank=True,
         null=True,
-        )
+    )
 
     comment = models.TextField(
         _('Comment'),
         blank=True,
         null=True,
-        )
+    )
 
     public = models.BooleanField(
         _('Public'),
@@ -619,14 +620,14 @@ class FollowUp(models.Model):
         default=False,
         help_text=_('Public tickets are viewable by the submitter and all '
                     'staff, but non-public tickets can only be seen by staff.'),
-        )
+    )
 
     user = models.ForeignKey(
         settings.AUTH_USER_MODEL,
         blank=True,
         null=True,
         verbose_name=_('User'),
-        )
+    )
 
     new_status = models.IntegerField(
         _('New Status'),
@@ -634,12 +635,12 @@ class FollowUp(models.Model):
         blank=True,
         null=True,
         help_text=_('If the status was changed, what was it changed to?'),
-        )
+    )
 
     objects = FollowUpManager()
 
     class Meta:
-        ordering = ['date']
+        ordering = ('date',)
         verbose_name = _('Follow-up')
         verbose_name_plural = _('Follow-ups')
 
@@ -666,24 +667,24 @@ class TicketChange(models.Model):
     followup = models.ForeignKey(
         FollowUp,
         verbose_name=_('Follow-up'),
-        )
+    )
 
     field = models.CharField(
         _('Field'),
         max_length=100,
-        )
+    )
 
     old_value = models.TextField(
         _('Old Value'),
         blank=True,
         null=True,
-        )
+    )
 
     new_value = models.TextField(
         _('New Value'),
         blank=True,
         null=True,
-        )
+    )
 
     def __str__(self):
         out = '%s ' % self.field
@@ -695,7 +696,7 @@ class TicketChange(models.Model):
             out += ugettext('changed from "%(old_value)s" to "%(new_value)s"') % {
                 'old_value': self.old_value,
                 'new_value': self.new_value
-                }
+            }
         return out
 
     class Meta:
@@ -711,7 +712,7 @@ def attachment_path(instance, filename):
     import os
     from django.conf import settings
     os.umask(0)
-    path = 'helpdesk/attachments/%s/%s' % (instance.followup.ticket.ticket_for_url, instance.followup.id )
+    path = 'helpdesk/attachments/%s/%s' % (instance.followup.ticket.ticket_for_url, instance.followup.id)
     att_path = os.path.join(settings.MEDIA_ROOT, path)
     if settings.DEFAULT_FILE_STORAGE == "django.core.files.storage.FileSystemStorage":
         if not os.path.exists(att_path):
@@ -729,28 +730,28 @@ class Attachment(models.Model):
     followup = models.ForeignKey(
         FollowUp,
         verbose_name=_('Follow-up'),
-        )
+    )
 
     file = models.FileField(
         _('File'),
         upload_to=attachment_path,
         max_length=1000,
-        )
+    )
 
     filename = models.CharField(
         _('Filename'),
         max_length=1000,
-        )
+    )
 
     mime_type = models.CharField(
         _('MIME Type'),
         max_length=255,
-        )
+    )
 
     size = models.IntegerField(
         _('Size'),
         help_text=_('Size of this file in bytes'),
-        )
+    )
 
     def get_upload_to(self, field_attname):
         """ Get upload_to path specific to this item """
@@ -759,13 +760,13 @@ class Attachment(models.Model):
         return u'helpdesk/attachments/%s/%s' % (
             self.followup.ticket.ticket_for_url,
             self.followup.id
-            )
+        )
 
     def __str__(self):
         return '%s' % self.filename
 
     class Meta:
-        ordering = ['filename',]
+        ordering = ('filename',)
         verbose_name = _('Attachment')
         verbose_name_plural = _('Attachments')
 
@@ -783,7 +784,7 @@ class PreSetReply(models.Model):
     queue, and the body text is fetched via AJAX.
     """
     class Meta:
-        ordering = ['name', ]
+        ordering = ('name',)
         verbose_name = _('Pre-set reply')
         verbose_name_plural = _('Pre-set replies')
 
@@ -792,21 +793,21 @@ class PreSetReply(models.Model):
         blank=True,
         help_text=_('Leave blank to allow this reply to be used for all '
                     'queues, or select those queues you wish to limit this reply to.'),
-        )
+    )
 
     name = models.CharField(
         _('Name'),
         max_length=100,
         help_text=_('Only used to assist users with selecting a reply - not '
                     'shown to the user.'),
-        )
+    )
 
     body = models.TextField(
         _('Body'),
         help_text=_('Context available: {{ ticket }} - ticket object (eg '
                     '{{ ticket.title }}); {{ queue }} - The queue; and {{ user }} '
                     '- the current user.'),
-        )
+    )
 
     def __str__(self):
         return '%s' % self.name
@@ -829,17 +830,17 @@ class EscalationExclusion(models.Model):
         blank=True,
         help_text=_('Leave blank for this exclusion to be applied to all queues, '
                     'or select those queues you wish to exclude with this entry.'),
-        )
+    )
 
     name = models.CharField(
         _('Name'),
         max_length=100,
-        )
+    )
 
     date = models.DateField(
         _('Date'),
         help_text=_('Date on which escalation should not happen'),
-        )
+    )
 
     def __str__(self):
         return '%s' % self.name
@@ -862,7 +863,7 @@ class EmailTemplate(models.Model):
     template_name = models.CharField(
         _('Template Name'),
         max_length=100,
-        )
+    )
 
     subject = models.CharField(
         _('Subject'),
@@ -870,7 +871,7 @@ class EmailTemplate(models.Model):
         help_text=_('This will be prefixed with "[ticket.ticket] ticket.title"'
                     '. We recommend something simple such as "(Updated") or "(Closed)"'
                     ' - the same context is available as in plain_text, below.'),
-        )
+    )
 
     heading = models.CharField(
         _('Heading'),
@@ -878,19 +879,19 @@ class EmailTemplate(models.Model):
         help_text=_('In HTML e-mails, this will be the heading at the top of '
                     'the email - the same context is available as in plain_text, '
                     'below.'),
-        )
+    )
 
     plain_text = models.TextField(
         _('Plain Text'),
         help_text=_('The context available to you includes {{ ticket }}, '
                     '{{ queue }}, and depending on the time of the call: '
                     '{{ resolution }} or {{ comment }}.'),
-        )
+    )
 
     html = models.TextField(
         _('HTML'),
         help_text=_('The same context is available here as in plain_text, above.'),
-        )
+    )
 
     locale = models.CharField(
         _('Locale'),
@@ -898,13 +899,13 @@ class EmailTemplate(models.Model):
         blank=True,
         null=True,
         help_text=_('Locale of this template.'),
-        )
+    )
 
     def __str__(self):
         return '%s' % self.template_name
 
     class Meta:
-        ordering = ['template_name', 'locale']
+        ordering = ('template_name', 'locale')
         verbose_name = _('e-mail template')
         verbose_name_plural = _('e-mail templates')
 
@@ -919,21 +920,21 @@ class KBCategory(models.Model):
     title = models.CharField(
         _('Title'),
         max_length=100,
-        )
+    )
 
     slug = models.SlugField(
         _('Slug'),
-        )
+    )
 
     description = models.TextField(
         _('Description'),
-        )
+    )
 
     def __str__(self):
         return '%s' % self.title
 
     class Meta:
-        ordering = ['title',]
+        ordering = ('title',)
         verbose_name = _('Knowledge base category')
         verbose_name_plural = _('Knowledge base categories')
 
@@ -951,38 +952,38 @@ class KBItem(models.Model):
     category = models.ForeignKey(
         KBCategory,
         verbose_name=_('Category'),
-        )
+    )
 
     title = models.CharField(
         _('Title'),
         max_length=100,
-        )
+    )
 
     question = models.TextField(
         _('Question'),
-        )
+    )
 
     answer = models.TextField(
         _('Answer'),
-        )
+    )
 
     votes = models.IntegerField(
         _('Votes'),
         help_text=_('Total number of votes cast for this item'),
         default=0,
-        )
+    )
 
     recommendations = models.IntegerField(
         _('Positive Votes'),
         help_text=_('Number of votes for this item which were POSITIVE.'),
         default=0,
-        )
+    )
 
     last_updated = models.DateTimeField(
         _('Last Updated'),
         help_text=_('The date on which this question was most recently changed.'),
         blank=True,
-        )
+    )
 
     def save(self, *args, **kwargs):
         if not self.last_updated:
@@ -1000,7 +1001,7 @@ class KBItem(models.Model):
         return '%s' % self.title
 
     class Meta:
-        ordering = ['title',]
+        ordering = ('title',)
         verbose_name = _('Knowledge base item')
         verbose_name_plural = _('Knowledge base items')
 
@@ -1024,25 +1025,25 @@ class SavedSearch(models.Model):
     user = models.ForeignKey(
         settings.AUTH_USER_MODEL,
         verbose_name=_('User'),
-        )
+    )
 
     title = models.CharField(
         _('Query Name'),
         max_length=100,
         help_text=_('User-provided name for this query'),
-        )
+    )
 
     shared = models.BooleanField(
         _('Shared With Other Users?'),
         blank=True,
         default=False,
         help_text=_('Should other users see this query?'),
-        )
+    )
 
     query = models.TextField(
         _('Search Query'),
         help_text=_('Pickled query object. Be wary changing this.'),
-        )
+    )
 
     def __str__(self):
         if self.shared:
@@ -1073,7 +1074,7 @@ class UserSettings(models.Model):
                     'Do not change this field via the admin.'),
         blank=True,
         null=True,
-        )
+    )
 
     def _set_settings(self, data):
         # data should always be a Python dictionary.
@@ -1138,26 +1139,26 @@ class IgnoreEmail(models.Model):
         blank=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@*.'),
-        )
+    )
 
     keep_in_mailbox = models.BooleanField(
         _('Save Emails in Mailbox?'),
@@ -1165,7 +1166,7 @@ class IgnoreEmail(models.Model):
         default=False,
         help_text=_('Do you want to save emails from this address in the mailbox? '
                     'If this is unticked, emails from this address will be deleted.'),
-        )
+    )
 
     def __str__(self):
         return '%s' % self.name
@@ -1213,7 +1214,7 @@ class TicketCC(models.Model):
     ticket = models.ForeignKey(
         Ticket,
         verbose_name=_('Ticket'),
-        )
+    )
 
     user = models.ForeignKey(
         settings.AUTH_USER_MODEL,
@@ -1221,28 +1222,28 @@ class TicketCC(models.Model):
         null=True,
         help_text=_('User who wishes to receive updates for this ticket.'),
         verbose_name=_('User'),
-        )
+    )
 
     email = models.EmailField(
         _('E-Mail Address'),
         blank=True,
         null=True,
         help_text=_('For non-user followers, enter their e-mail address'),
-        )
+    )
 
     can_view = models.BooleanField(
         _('Can View Ticket?'),
         blank=True,
         default=False,
         help_text=_('Can this CC login to view the ticket details?'),
-        )
+    )
 
     can_update = models.BooleanField(
         _('Can Update Ticket?'),
         blank=True,
         default=False,
         help_text=_('Can this CC login and update the ticket?'),
-        )
+    )
 
     def _email_address(self):
         if self.user and self.user.email is not None:
@@ -1263,6 +1264,7 @@ class TicketCC(models.Model):
 
 
 class CustomFieldManager(models.Manager):
+
     def get_queryset(self):
         return super(CustomFieldManager, self).get_queryset().order_by('ordering')
 
@@ -1278,77 +1280,77 @@ class CustomField(models.Model):
         help_text=_('As used in the database and behind the scenes. '
                     'Must be unique and consist of only lowercase letters with no punctuation.'),
         unique=True,
-        )
+    )
 
     label = models.CharField(
         _('Label'),
         max_length=30,
         help_text=_('The display label for this field'),
-        )
+    )
 
     help_text = models.TextField(
         _('Help Text'),
         help_text=_('Shown to the user when editing the ticket'),
         blank=True,
         null=True
-        )
+    )
 
     DATA_TYPE_CHOICES = (
-            ('varchar', _('Character (single line)')),
-            ('text', _('Text (multi-line)')),
-            ('integer', _('Integer')),
-            ('decimal', _('Decimal')),
-            ('list', _('List')),
-            ('boolean', _('Boolean (checkbox yes/no)')),
-            ('date', _('Date')),
-            ('time', _('Time')),
-            ('datetime', _('Date & Time')),
-            ('email', _('E-Mail Address')),
-            ('url', _('URL')),
-            ('ipaddress', _('IP Address')),
-            ('slug', _('Slug')),
-            )
+        ('varchar', _('Character (single line)')),
+        ('text', _('Text (multi-line)')),
+        ('integer', _('Integer')),
+        ('decimal', _('Decimal')),
+        ('list', _('List')),
+        ('boolean', _('Boolean (checkbox yes/no)')),
+        ('date', _('Date')),
+        ('time', _('Time')),
+        ('datetime', _('Date & Time')),
+        ('email', _('E-Mail Address')),
+        ('url', _('URL')),
+        ('ipaddress', _('IP Address')),
+        ('slug', _('Slug')),
+    )
 
     data_type = models.CharField(
         _('Data Type'),
         max_length=100,
         help_text=_('Allows you to restrict the data entered into this field'),
         choices=DATA_TYPE_CHOICES,
-        )
+    )
 
     max_length = models.IntegerField(
         _('Maximum Length (characters)'),
         blank=True,
         null=True,
-        )
+    )
 
     decimal_places = models.IntegerField(
         _('Decimal Places'),
         help_text=_('Only used for decimal fields'),
         blank=True,
         null=True,
-        )
+    )
 
     empty_selection_list = models.BooleanField(
         _('Add empty first choice to List?'),
         default=False,
         help_text=_('Only for List: adds an empty first entry to the choices list, '
                     'which enforces that the user makes an active choice.'),
-        )
+    )
 
     list_values = models.TextField(
         _('List Values'),
         help_text=_('For list fields only. Enter one option per line.'),
         blank=True,
         null=True,
-        )
+    )
 
     ordering = models.IntegerField(
         _('Ordering'),
         help_text=_('Lower numbers are displayed first; higher numbers are listed later'),
         blank=True,
         null=True,
-        )
+    )
 
     def _choices_as_array(self):
         from StringIO import StringIO
@@ -1362,14 +1364,14 @@ class CustomField(models.Model):
         _('Required?'),
         help_text=_('Does the user have to enter a value for this field?'),
         default=False,
-        )
+    )
 
     staff_only = models.BooleanField(
         _('Staff Only?'),
         help_text=_('If this is ticked, then the public submission form '
                     'will NOT show this field'),
         default=False,
-        )
+    )
 
     objects = CustomFieldManager()
 
@@ -1386,12 +1388,12 @@ class TicketCustomFieldValue(models.Model):
     ticket = models.ForeignKey(
         Ticket,
         verbose_name=_('Ticket'),
-        )
+    )
 
     field = models.ForeignKey(
         CustomField,
         verbose_name=_('Field'),
-        )
+    )
 
     value = models.TextField(blank=True, null=True)
 
@@ -1420,13 +1422,13 @@ class TicketDependency(models.Model):
         Ticket,
         verbose_name=_('Ticket'),
         related_name='ticketdependency',
-        )
+    )
 
     depends_on = models.ForeignKey(
         Ticket,
         verbose_name=_('Depends On Ticket'),
         related_name='depends_on',
-        )
+    )
 
     def __str__(self):
         return '%s / %s' % (self.ticket, self.depends_on)
diff --git a/helpdesk/templatetags/load_helpdesk_settings.py b/helpdesk/templatetags/load_helpdesk_settings.py
index 835efe81..4b1afcf4 100644
--- a/helpdesk/templatetags/load_helpdesk_settings.py
+++ b/helpdesk/templatetags/load_helpdesk_settings.py
@@ -1,7 +1,7 @@
 """
 django-helpdesk - A Django powered ticket tracker for small enterprise.
 
-templatetags/load_helpdesk_settings.py - returns the settings as defined in 
+templatetags/load_helpdesk_settings.py - returns the settings as defined in
                                     django-helpdesk/helpdesk/settings.py
 """
 from __future__ import print_function
diff --git a/helpdesk/templatetags/saved_queries.py b/helpdesk/templatetags/saved_queries.py
index ebedf9bb..e3f9a954 100644
--- a/helpdesk/templatetags/saved_queries.py
+++ b/helpdesk/templatetags/saved_queries.py
@@ -1,7 +1,7 @@
 """
 django-helpdesk - A Django powered ticket tracker for small enterprise.
 
-templatetags/saved_queries.py - This template tag returns previously saved 
+templatetags/saved_queries.py - This template tag returns previously saved
                                 queries. Therefore you don't need to modify
                                 any views.
 """
@@ -17,8 +17,8 @@ def saved_queries(user):
         return user_saved_queries
     except Exception as e:
         import sys
-        print >> sys.stderr,  "'saved_queries' template tag (django-helpdesk) crashed with following error:"
-        print >> sys.stderr,  e
+        print >> sys.stderr, "'saved_queries' template tag (django-helpdesk) crashed with following error:"
+        print >> sys.stderr, e
         return ''
 
 register = Library()

From 179ceb2f826193a59c7bbe4e03915c01b6463dcf Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Sun, 23 Oct 2016 22:10:32 +0200
Subject: [PATCH 36/46] fixing style on tests

---
 helpdesk/tests/test_public_actions.py    | 11 ++++++-----
 helpdesk/tests/test_ticket_submission.py | 18 +++++++++---------
 2 files changed, 15 insertions(+), 14 deletions(-)

diff --git a/helpdesk/tests/test_public_actions.py b/helpdesk/tests/test_public_actions.py
index 4133de70..51d6140f 100644
--- a/helpdesk/tests/test_public_actions.py
+++ b/helpdesk/tests/test_public_actions.py
@@ -11,6 +11,7 @@ class PublicActionsTestCase(TestCase):
     - Add a followup
     - Close resolved case
     """
+
     def setUp(self):
         """
         Create a queue & ticket we can use for later tests.
@@ -41,26 +42,26 @@ class PublicActionsTestCase(TestCase):
         resolution_text = 'Resolved by test script'
 
         ticket = Ticket.objects.get(id=self.ticket.id)
-        
+
         ticket.status = Ticket.RESOLVED_STATUS
         ticket.resolution = resolution_text
         ticket.save()
 
         current_followups = ticket.followup_set.all().count()
-        
+
         response = self.client.get('%s?ticket=%s&email=%s&close' % (
             reverse('helpdesk_public_view'),
             ticket.ticket_for_url,
             'test.submitter@example.com'))
-        
+
         ticket = Ticket.objects.get(id=self.ticket.id)
 
         self.assertEqual(response.status_code, 302)
         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
         ticket.save()
diff --git a/helpdesk/tests/test_ticket_submission.py b/helpdesk/tests/test_ticket_submission.py
index 3776dc01..c0b12a32 100644
--- a/helpdesk/tests/test_ticket_submission.py
+++ b/helpdesk/tests/test_ticket_submission.py
@@ -48,12 +48,12 @@ class TicketBasicsTestCase(TestCase):
         self.assertEqual(response.status_code, 200)
 
         post_data = {
-                'title': 'Test ticket title',
-                'queue': self.queue_public.id,
-                'submitter_email': 'ticket1.submitter@example.com',
-                'body': 'Test ticket body',
-                'priority': 3,
-                }
+            'title': 'Test ticket title',
+            'queue': self.queue_public.id,
+            'submitter_email': 'ticket1.submitter@example.com',
+            'body': 'Test ticket body',
+            'priority': 3,
+        }
 
         response = self.client.post(reverse('helpdesk_home'), post_data, follow=True)
         last_redirect = response.redirect_chain[-1]
@@ -67,7 +67,7 @@ class TicketBasicsTestCase(TestCase):
         self.assertEqual(urlparts.path, reverse('helpdesk_public_view'))
 
         # Ensure submitter, new-queue + update-queue were all emailed.
-        self.assertEqual(email_count+3, len(mail.outbox))
+        self.assertEqual(email_count + 3, len(mail.outbox))
 
     def test_create_ticket_private(self):
         email_count = len(mail.outbox)
@@ -114,7 +114,7 @@ class TicketBasicsTestCase(TestCase):
         last_redirect = response.redirect_chain[-1]
         last_redirect_url = last_redirect[0]
         # last_redirect_status = last_redirect[1]
-        
+
         # Ensure we landed on the "View" page.
         # Django 1.9 compatible way of testing this
         # https://docs.djangoproject.com/en/1.9/releases/1.9/#http-redirects-no-longer-forced-to-absolute-uris
@@ -122,4 +122,4 @@ class TicketBasicsTestCase(TestCase):
         self.assertEqual(urlparts.path, reverse('helpdesk_public_view'))
 
         # Ensure only two e-mails were sent - submitter & updated.
-        self.assertEqual(email_count+2, len(mail.outbox))
+        self.assertEqual(email_count + 2, len(mail.outbox))

From f017adea63e28dd1db2a50934e0b8da69388de67 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Mon, 24 Oct 2016 10:05:41 +0200
Subject: [PATCH 37/46] fixing those two python files

---
 helpdesk/akismet.py   | 72 +++++++++++++++++++++----------------------
 helpdesk/views/api.py | 21 +++++++------
 2 files changed, 47 insertions(+), 46 deletions(-)

diff --git a/helpdesk/akismet.py b/helpdesk/akismet.py
index 64100c1b..fae2d0cb 100644
--- a/helpdesk/akismet.py
+++ b/helpdesk/akismet.py
@@ -15,7 +15,7 @@
 
 """
 A python interface to the `Akismet <http://akismet.com>`_ API.
-This is a web service for blocking SPAM comments to blogs - or other online 
+This is a web service for blocking SPAM comments to blogs - or other online
 services.
 
 You will need a Wordpress API key, from `wordpress.com <http://wordpress.com>`_.
@@ -31,10 +31,10 @@ The default is : ::
 Whatever you pass in, will replace the *Python Interface by Fuzzyman* part.
 **0.2.0** will change with the version of this interface.
 
-Usage example::
-    
+Usage example:
+
     from akismet import Akismet
-    
+
     api = Akismet(agent='Test Script')
     # if apikey.txt is in place,
     # the key will automatically be set
@@ -70,7 +70,7 @@ __all__ = (
     'Akismet',
     'AkismetError',
     'APIKeyError',
-    )
+)
 
 __author__ = 'Michael Foord <fuzzyman AT voidspace DOT org DOT uk>'
 
@@ -92,7 +92,7 @@ if urllib2 is None:
         req = urlfetch.fetch(url=url, payload=data, method=urlfetch.POST, headers=headers)
         if req.status_code == 200:
             return req.content
-        raise Exception('Could not fetch Akismet URL: %s Response code: %s' % 
+        raise Exception('Could not fetch Akismet URL: %s Response code: %s' %
                         (url, req.status_code))
 else:
     def _fetch_url(url, data, headers):
@@ -127,7 +127,7 @@ class Akismet(object):
     def _getURL(self):
         """
         Fetch the url to make requests to.
-        
+
         This comprises of api key plus the baseurl.
         """
         return 'http://%s.%s' % (self.key, self.baseurl)
@@ -142,11 +142,11 @@ class Akismet(object):
     def setAPIKey(self, key=None, blog_url=None):
         """
         Set the wordpress API key for all transactions.
-        
+
         If you don't specify an explicit API ``key`` and ``blog_url`` it will
         attempt to load them from a file called ``apikey.txt`` in the current
         directory.
-        
+
         This method is *usually* called automatically when you create a new
         ``Akismet`` instance.
         """
@@ -165,14 +165,14 @@ class Akismet(object):
     def verify_key(self):
         """
         This equates to the ``verify-key`` call against the akismet API.
-        
+
         It returns ``True`` if the key is valid.
-        
+
         The docs state that you *ought* to call this at the start of the
         transaction.
-        
+
         It raises ``APIKeyError`` if you have not yet set an API key.
-        
+
         If the connection to akismet fails, it allows the normal ``HTTPError``
         or ``URLError`` to be raised.
         (*akismet.py* uses `urllib2 <http://docs.python.org/lib/module-urllib2.html>`_)
@@ -195,21 +195,21 @@ class Akismet(object):
         """
         This function builds the data structure required by ``comment_check``,
         ``submit_spam``, and ``submit_ham``.
-        
+
         It modifies the ``data`` dictionary you give it in place. (and so
         doesn't return anything)
-        
+
         It raises an ``AkismetError`` if the user IP or user-agent can't be
         worked out.
         """
         data['comment_content'] = comment
-        if not 'user_ip' in data:
+        if 'user_ip' not in data:
             try:
                 val = os.environ['REMOTE_ADDR']
             except KeyError:
                 raise AkismetError("No 'user_ip' supplied")
             data['user_ip'] = val
-        if not 'user_agent' in data:
+        if 'user_agent' not in data:
             try:
                 val = os.environ['HTTP_USER_AGENT']
             except KeyError:
@@ -234,44 +234,44 @@ class Akismet(object):
     def comment_check(self, comment, data=None, build_data=True, DEBUG=False):
         """
         This is the function that checks comments.
-        
+
         It returns ``True`` for spam and ``False`` for ham.
-        
+
         If you set ``DEBUG=True`` then it will return the text of the response,
         instead of the ``True`` or ``False`` object.
-        
+
         It raises ``APIKeyError`` if you have not yet set an API key.
-        
+
         If the connection to Akismet fails then the ``HTTPError`` or
         ``URLError`` will be propogated.
-        
+
         As a minimum it requires the body of the comment. This is the
         ``comment`` argument.
-        
+
         Akismet requires some other arguments, and allows some optional ones.
         The more information you give it, the more likely it is to be able to
         make an accurate diagnosise.
-        
+
         You supply these values using a mapping object (dictionary) as the
         ``data`` argument.
-        
+
         If ``build_data`` is ``True`` (the default), then *akismet.py* will
         attempt to fill in as much information as possible, using default
         values where necessary. This is particularly useful for programs
         running in a {acro;CGI} environment. A lot of useful information
         can be supplied from evironment variables (``os.environ``). See below.
-        
+
         You *only* need supply values for which you don't want defaults filled
         in for. All values must be strings.
-        
+
         There are a few required values. If they are not supplied, and
         defaults can't be worked out, then an ``AkismetError`` is raised.
-        
+
         If you set ``build_data=False`` and a required value is missing an
         ``AkismetError`` will also be raised.
-        
+
         The normal values (and defaults) are as follows : ::
-        
+
             'user_ip':          os.environ['REMOTE_ADDR']       (*)
             'user_agent':       os.environ['HTTP_USER_AGENT']   (*)
             'referrer':         os.environ.get('HTTP_REFERER', 'unknown') [#]_
@@ -287,16 +287,16 @@ class Akismet(object):
             'SERVER_SIGNATURE': os.environ.get('SERVER_SIGNATURE', '')
             'SERVER_SOFTWARE':  os.environ.get('SERVER_SOFTWARE', '')
             'HTTP_ACCEPT':      os.environ.get('HTTP_ACCEPT', '')
-        
+
         (*) Required values
-        
+
         You may supply as many additional 'HTTP_*' type values as you wish.
         These should correspond to the http headers sent with the request.
-        
+
         .. [#] Note the spelling "referrer". This is a required value by the
             akismet api - however, referrer information is not always
             supplied by the browser or server. In fact the HTTP protocol
-            forbids relying on referrer information for functionality in 
+            forbids relying on referrer information for functionality in
             programs.
         .. [#] The `API docs <http://akismet.com/development/api/>`_ state that this value
             can be " *blank, comment, trackback, pingback, or a made up value*
@@ -330,7 +330,7 @@ class Akismet(object):
         """
         This function is used to tell akismet that a comment it marked as ham,
         is really spam.
-        
+
         It takes all the same arguments as ``comment_check``, except for
         *DEBUG*.
         """
@@ -350,7 +350,7 @@ class Akismet(object):
         """
         This function is used to tell akismet that a comment it marked as spam,
         is really ham.
-        
+
         It takes all the same arguments as ``comment_check``, except for
         *DEBUG*.
         """
diff --git a/helpdesk/views/api.py b/helpdesk/views/api.py
index dc286202..6de9d34f 100644
--- a/helpdesk/views/api.py
+++ b/helpdesk/views/api.py
@@ -71,7 +71,7 @@ def api(request, method):
     request.user = authenticate(
         username=request.POST.get('user', False),
         password=request.POST.get('password'),
-        )
+    )
 
     if request.user is None:
         return api_return(STATUS_ERROR_PERMISSIONS)
@@ -109,6 +109,7 @@ def api_return(status, text='', json=False):
 
 
 class API:
+
     def __init__(self, request):
         self.request = request
 
@@ -195,7 +196,7 @@ class API:
             comment=message,
             user=self.request.user,
             title='Comment Added',
-            )
+        )
 
         if public:
             f.public = True
@@ -214,7 +215,7 @@ class API:
                 recipients=ticket.submitter_email,
                 sender=ticket.queue.from_address,
                 fail_silently=True,
-                )
+            )
             messages_sent_to.append(ticket.submitter_email)
 
         if public:
@@ -226,7 +227,7 @@ class API:
                         recipients=cc.email_address,
                         sender=ticket.queue.from_address,
                         fail_silently=True,
-                        )
+                    )
                     messages_sent_to.append(cc.email_address)
 
         if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
@@ -236,7 +237,7 @@ class API:
                 recipients=ticket.queue.updated_ticket_cc,
                 sender=ticket.queue.from_address,
                 fail_silently=True,
-                )
+            )
             messages_sent_to.append(ticket.queue.updated_ticket_cc)
 
         if (
@@ -276,7 +277,7 @@ class API:
             user=self.request.user,
             title='Resolved',
             public=True,
-            )
+        )
         f.save()
 
         context = safe_template_context(ticket)
@@ -293,7 +294,7 @@ class API:
                 recipients=ticket.submitter_email,
                 sender=ticket.queue.from_address,
                 fail_silently=True,
-                )
+            )
             messages_sent_to.append(ticket.submitter_email)
 
             for cc in ticket.ticketcc_set.all():
@@ -304,7 +305,7 @@ class API:
                         recipients=cc.email_address,
                         sender=ticket.queue.from_address,
                         fail_silently=True,
-                        )
+                    )
                     messages_sent_to.append(cc.email_address)
 
         if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
@@ -314,7 +315,7 @@ class API:
                 recipients=ticket.queue.updated_ticket_cc,
                 sender=ticket.queue.from_address,
                 fail_silently=True,
-                )
+            )
             messages_sent_to.append(ticket.queue.updated_ticket_cc)
 
         if ticket.assigned_to and \
@@ -329,7 +330,7 @@ class API:
                 recipients=ticket.assigned_to.email,
                 sender=ticket.queue.from_address,
                 fail_silently=True,
-                )
+            )
 
         ticket.resoltuion = f.comment
         ticket.status = Ticket.RESOLVED_STATUS

From 94162303d66fa439df3b4c2a49007f22a32e2d26 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Mon, 24 Oct 2016 10:06:36 +0200
Subject: [PATCH 38/46] adding pep8 test for Travis

---
 .travis.yml | 6 +++++-
 1 file changed, 5 insertions(+), 1 deletion(-)

diff --git a/.travis.yml b/.travis.yml
index 60080bd6..6b675f55 100644
--- a/.travis.yml
+++ b/.travis.yml
@@ -20,11 +20,15 @@ install:
     - pip install argparse
     - pip install coverage
     - pip install codecov
+    - pip install pep8
     - pip install -q Django==$DJANGO
     - pip install -q -r requirements.txt
 
+before_script:
+    - "pep8 --exclude=migrations,south_migrations --ignore=E501 helpdesk"
+
 script: 
     - coverage run --source='.' quicktest.py helpdesk
 
 after_success:
-    - codecov
\ No newline at end of file
+    - codecov

From 6761ad6c106361b0f2a22f5d70490b8a639e5c82 Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Wed, 26 Oct 2016 10:22:15 +0200
Subject: [PATCH 39/46] fixing RST syntax for docstring on akismet.py

---
 helpdesk/akismet.py | 4 ++--
 1 file changed, 2 insertions(+), 2 deletions(-)

diff --git a/helpdesk/akismet.py b/helpdesk/akismet.py
index fae2d0cb..9a99c881 100644
--- a/helpdesk/akismet.py
+++ b/helpdesk/akismet.py
@@ -24,14 +24,14 @@ You should pass in the keyword argument 'agent' to the name of your program,
 when you create an Akismet instance. This sets the ``user-agent`` to a useful
 value.
 
-The default is : ::
+The default is::
 
     Python Interface by Fuzzyman | akismet.py/0.2.0
 
 Whatever you pass in, will replace the *Python Interface by Fuzzyman* part.
 **0.2.0** will change with the version of this interface.
 
-Usage example:
+Usage example::
 
     from akismet import Akismet
 

From 8a63c9e9e6dcb156adacbdf17546ad1f72e6f09a Mon Sep 17 00:00:00 2001
From: Jonathan Barratt <jonathan@the-im.com>
Date: Thu, 27 Oct 2016 13:24:35 +0700
Subject: [PATCH 40/46] remove CHANGELOG that was last updated six years ago

---
 CHANGELOG   | 64 -----------------------------------------------------
 MANIFEST.in |  1 -
 2 files changed, 65 deletions(-)
 delete mode 100644 CHANGELOG

diff --git a/CHANGELOG b/CHANGELOG
deleted file mode 100644
index 48a93cf3..00000000
--- a/CHANGELOG
+++ /dev/null
@@ -1,64 +0,0 @@
-2009-09-09 r138 Issue #104 Add a CHANGELOG file
-
-2009-09-09 r139 Issue #102 Add Ticket CC's
-Add rudimentary CC: functionality on tickets, controlled by staff users. CC's 
-can be e-mail addresses or users, who will receive copies of all emails sent 
-to the Submitter. This is a work in progress.
-
-2009-09-09 r140 Issue #13 Add Tags to tickets
-Patch courtesy of david@zettazebra.com, adds the ability to add tags to 
-tickets if django-tagging is installed and in use. If django-tagging isn't 
-being used, no change is visible to the user.
-
-2009-10-13 r141 Issue #118 Incorrect locale handling on email templates
-Patch courtesy of hgeerts. Corrects the handling of locale on email 
-templaets, defaulting to English if no locale is provided.
-
-2009-10-13 r142 Issue #117 Incorrect I18N usage in a few spots
-Patch thanks to hgeerts.
-
-2009-10-13 r143 Issue #113 - Clicking Queue names on the Dashboard was showing
-all tickets; now only shows open tickets. Thanks to Andreas Kotowicz for the 
-sugestion.
-
-2009-12-16 r144 Issue #122 - Infinite loop when most recent ticket was 
-opened in December. Thanks to Chris Vigelius for the report.
-
-2009-12-16 r145 issue #123 - Google Chart doesn't show when there is a large
-volume of data in the system. This patch restricts the chart to 1000px wide.
-
-2009-12-16 r146 Issue #121 Formatting fix for email subjects. Thanks, 
-Andreas Kotowicz.
-
-2009-12-16 r147 Issue #119 Update Russian translation, thanks to Alex Yakovlev
-
-2009-12-23 r148 Issue #125 Errors occurring when running reports with no data
-
-2010-01-20 r149 Issue #126 Reports didn't work with transalations.
-
-2010-01-20 r150 Issue #127 Add german transalation, courtesy of openinformation.org
-
-2009-01-20 r151 Issue #128 If queue name has a dash in it, email imported failed. Thanks to enix.org for the patch.
-
-2010-01-21 r152 Fix indentation error caused by issue #126.
-
-2010-01-26 r153 Fix issue #129 - can not 'unassign' tickets. Thanks to 
-lukeman for the patch.
-
-2010-01-26 r154 Fix bug in the code from Issue #102 where TicketCC's couldn't
-be deleted. Thanks again to lukeman.
-
-2010-01-31 r155 Fix bug caused by issue #129 - ticket followup titles being 
-set incorrectly. Thanks to Lukeman for the fix.
-
-2010-07-16 r157 Fix issues #141, #142 - IMAP infinite loops and ticket 
-pagination issues. Thanks to Walter Doekes for the patches.
-
-2010-07-16 r158 New CSRF functionality for Django 1.1+. Thanks to 
-'litchfield4' for the patch.
-
-2010-09-04 r159 Error when updating multiple tickets.  Issue #135.
-
-2010-09-04 r160 Fix translation blocks in deletion templates. Some translation strings will need to be updated. Thanks to william88 for the bug report.
-
-2010-09-04 r161 Fix jQuery filename in public templates. Thanks to bruno.braga for the fix.
diff --git a/MANIFEST.in b/MANIFEST.in
index d277e6cb..3f5d2dbd 100644
--- a/MANIFEST.in
+++ b/MANIFEST.in
@@ -1,7 +1,6 @@
 include README
 include UPGRADE
 include LICENSE*
-include CHANGELOG
 include requirements.txt
 
 recursive-include helpdesk/static/helpdesk *

From d5502bb00d020c981e0f2c4a6a2b4c56d1d215b6 Mon Sep 17 00:00:00 2001
From: Jonathan Barratt <jonathan@the-im.com>
Date: Thu, 27 Oct 2016 14:26:07 +0700
Subject: [PATCH 41/46] fix typo in README.rst and its filename in MANIFEST.in

---
 MANIFEST.in | 2 +-
 README.rst  | 2 +-
 2 files changed, 2 insertions(+), 2 deletions(-)

diff --git a/MANIFEST.in b/MANIFEST.in
index 3f5d2dbd..e3a1f0ba 100644
--- a/MANIFEST.in
+++ b/MANIFEST.in
@@ -1,4 +1,4 @@
-include README
+include README.rst
 include UPGRADE
 include LICENSE*
 include requirements.txt
diff --git a/README.rst b/README.rst
index 299013c7..d9df746c 100644
--- a/README.rst
+++ b/README.rst
@@ -10,7 +10,7 @@ django-helpdesk - A Django powered ticket tracker for small businesses.
 Copyright 2009- Ross Poulton and contributors. All Rights Reserved. See LICENSE for details.
 
 django-helpdesk was formerly known as Jutda Helpdesk, named after the 
-company who originally created it. As of January 2011 the name has been 
+company which originally created it. As of January 2011 the name has been
 changed to reflect what it really is: a Django-powered ticket tracker with
 contributors reaching far beyond Jutda.
 

From de384af4f89c2a43b3b32fe4bbd23cfd9894f21c Mon Sep 17 00:00:00 2001
From: Jonathan Barratt <jonathan@the-im.com>
Date: Thu, 27 Oct 2016 14:30:46 +0700
Subject: [PATCH 42/46] replace non-existent UPGRADE with updated AUTHORS in
 MANIFEST.in

---
 AUTHORS     | 21 ++++++++++++++++-----
 MANIFEST.in |  2 +-
 2 files changed, 17 insertions(+), 6 deletions(-)

diff --git a/AUTHORS b/AUTHORS
index bedd41ea..ebb11164 100644
--- a/AUTHORS
+++ b/AUTHORS
@@ -1,13 +1,24 @@
-django-helpdesk was originally written by Ross Poulton. Since publishing the
-code a number of people have made some fantastic improvements and provided
-bug fixes and updates as the Django codebase has moved on and caused small
-portions of this application to break.
+django-helpdesk was originally written by Ross Poulton. After nearly nine
+years under his guidance, the project graduated to its own eponymous
+organization, and is currently maintained by:
 
-To these people, and any more, my sincere thanks:
+Alex Seeholzer (@flinz)
+Garret Wassermann (@gwasser)
+Jonathan Barratt (@reduxionist)
 
+Since publishing the code a number of people have made some fantastic
+improvements and provided bug fixes and updates as the Django codebase
+has moved on and caused small portions of this application to break.
+
+To these people, and many more, our sincere thanks:
+
+Alex Barcelo
 Andreas Kotowicz
 Chris Etcp
+Daryl Egarr
 David Clymer
 Loe Spee
 Maxim Litnitskiy
 Nikolay Panov
+Stefano Brentegani
+Tony Zhu
diff --git a/MANIFEST.in b/MANIFEST.in
index e3a1f0ba..f7e76ad8 100644
--- a/MANIFEST.in
+++ b/MANIFEST.in
@@ -1,5 +1,5 @@
 include README.rst
-include UPGRADE
+include AUTHORS
 include LICENSE*
 include requirements.txt
 

From 203de6aa51b6a855b3c61be692b24727ec3c4a17 Mon Sep 17 00:00:00 2001
From: Jonathan Barratt <jonathan@the-im.com>
Date: Thu, 27 Oct 2016 14:32:54 +0700
Subject: [PATCH 43/46] add maintainer and update url and keywords in setup.py

---
 setup.py | 13 ++++++++-----
 1 file changed, 8 insertions(+), 5 deletions(-)

diff --git a/setup.py b/setup.py
index 179db46d..b49c8f7d 100644
--- a/setup.py
+++ b/setup.py
@@ -66,7 +66,7 @@ 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
                             )
 
@@ -91,7 +91,7 @@ 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
@@ -116,7 +116,7 @@ django-helpdesk
 ===============
 
 This is a Django-powered helpdesk ticket tracker, designed to
-plug into an existing Django website and provide you with 
+plug into an existing Django website and provide you with
 internal (or, perhaps, external) helpdesk management.
 """
 
@@ -137,10 +137,13 @@ setup(
         "Topic :: Office/Business",
         "Topic :: Software Development :: Bug Tracking",
     ],
-    keywords=['django', 'helpdesk', 'tickets', 'incidents', 'cases'],
+    keywords=['django', 'helpdesk', 'django-helpdesk', 'tickets', 'incidents',
+              'cases', 'bugs', 'track', 'support'],
     author='Ross Poulton',
     author_email='ross@rossp.org',
-    url='http://github.com/django-helpdesk/django-helpdesk',
+    maintainer='Jonathan Barratt',
+    maintainer_email='jonathan@the-im.com',
+    url='https://github.com/django-helpdesk/django-helpdesk',
     license='BSD',
     packages=find_packages(),
     package_data=find_package_data("helpdesk", only_in_packages=False),

From c5be3e7c4578f804c36331bd51cca0246f2e401b Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Fri, 21 Oct 2016 18:57:14 -0400
Subject: [PATCH 44/46] Remove Django 1.7 from requirements and testing, set
 version to 0.2.0

---
 .travis.yml      | 14 ++++----------
 README.rst       | 30 +++++++++++++++---------------
 requirements.txt |  2 +-
 setup.py         |  8 ++++----
 4 files changed, 24 insertions(+), 30 deletions(-)

diff --git a/.travis.yml b/.travis.yml
index 60080bd6..e4400d87 100644
--- a/.travis.yml
+++ b/.travis.yml
@@ -6,15 +6,9 @@ python:
     - "3.5"
 
 env:
-    - DJANGO=1.7.11
-    - DJANGO=1.8.7
-    - DJANGO=1.9
-    - DJANGO=1.10
-
-matrix:
-    exclude:
-    - python: "3.5"  # django 1.7 does not support python 3.5
-      env: DJANGO=1.7.11
+    - DJANGO=1.8.15
+    - DJANGO=1.9.10
+    - DJANGO=1.10.2
 
 install:
     - pip install argparse
@@ -27,4 +21,4 @@ script:
     - coverage run --source='.' quicktest.py helpdesk
 
 after_success:
-    - codecov
\ No newline at end of file
+    - codecov
diff --git a/README.rst b/README.rst
index 299013c7..32d6027c 100644
--- a/README.rst
+++ b/README.rst
@@ -9,8 +9,8 @@ django-helpdesk - A Django powered ticket tracker for small businesses.
 
 Copyright 2009- Ross Poulton and contributors. All Rights Reserved. See LICENSE for details.
 
-django-helpdesk was formerly known as Jutda Helpdesk, named after the 
-company who originally created it. As of January 2011 the name has been 
+django-helpdesk was formerly known as Jutda Helpdesk, named after the
+company which originally created it. As of January 2011 the name has been
 changed to reflect what it really is: a Django-powered ticket tracker with
 contributors reaching far beyond Jutda.
 
@@ -21,15 +21,15 @@ You can see a demo installation at http://django-helpdesk-demo.herokuapp.com/
 Licensing
 ---------
 
-See the file 'LICENSE' for licensing terms. Note that django-helpdesk is 
-distributed with 3rd party products which have their own licenses. See 
+See the file 'LICENSE' for licensing terms. Note that django-helpdesk is
+distributed with 3rd party products which have their own licenses. See
 LICENSE.3RDPARTY for license terms for included packages.
 
 Dependencies (pre-flight checklist)
 -----------------------------------
 
 1. Python 2.7 or 3.4+ (3.4+ support is new, please let us know how it goes)
-2. Django (1.7, 1.8, 1.9 and 1.10, preferably 1.9 - Django 1.7 is not supported if you are using Python 3.5)
+2. Django (1.8+, preferably 1.10)
 3. An existing WORKING Django project with database etc. If you
    cannot log into the Admin, you won't get this product working.
 4. `pip install django-bootstrap-form` and add `bootstrapform` to `settings.INSTALLED_APPS`
@@ -48,12 +48,12 @@ When you try to do a keyword search using sqlite, a message will be displayed
 to alert you to this shortcoming. There is no way around it, sorry.
 
 **NOTE REGARDING MySQL:**
-If you use MySQL, with most default configurations you will receive an error 
-when creating the database tables as we populate a number of default templates 
-in languages other than English. 
+If you use MySQL, with most default configurations you will receive an error
+when creating the database tables as we populate a number of default templates
+in languages other than English.
 
-You must create the database the holds the django-helpdesk tables using the 
-UTF-8 collation; see the MySQL manual for more information: 
+You must create the database the holds the django-helpdesk tables using the
+UTF-8 collation; see the MySQL manual for more information:
 http://dev.mysql.com/doc/refman/5.1/en/charset-database.html
 
 If you do NOT do this step, and you only want to use English-language templates,
@@ -64,20 +64,20 @@ Fresh Django Installations
 --------------------------
 
 If you're on a brand new Django installation, make sure you do a ``migrate``
-**before** adding ``helpdesk`` to your ``INSTALLED_APPS``. This will avoid 
+**before** adding ``helpdesk`` to your ``INSTALLED_APPS``. This will avoid
 errors with trying to create User settings.
 
 Upgrading from previous versions
 --------------------------------
 
 If you are upgrading from a previous version of django-helpdesk that used
-migrations, get an up to date version of the code base (eg by using 
+migrations, get an up to date version of the code base (eg by using
 `git pull` or `pip install --upgrade django-helpdesk`) then migrate the database::
 
     python manage.py migrate helpdesk --db-dry-run # DB untouched
-    python manage.py migrate helpdesk 
+    python manage.py migrate helpdesk
 
-Lastly, restart your web server software (eg Apache) or FastCGI instance, to 
+Lastly, restart your web server software (eg Apache) or FastCGI instance, to
 ensure the latest changes are in use.
 
 If you are using django-helpdesk pre-migrations (ie pre-2011) then you're
@@ -101,4 +101,4 @@ https://www.transifex.com/django-helpdesk/django-helpdesk/
 
 Feel free to request access to contribute your translations.
 
-Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
\ No newline at end of file
+Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
diff --git a/requirements.txt b/requirements.txt
index 8a67f496..406015c3 100644
--- a/requirements.txt
+++ b/requirements.txt
@@ -1,4 +1,4 @@
-Django>1.6
+Django>=1.8
 django-bootstrap-form>=3.1,<4
 email-reply-parser
 django-markdown-deux
diff --git a/setup.py b/setup.py
index 179db46d..26556539 100644
--- a/setup.py
+++ b/setup.py
@@ -6,7 +6,7 @@ from distutils.util import convert_path
 from fnmatch import fnmatchcase
 from setuptools import setup, find_packages
 
-version = '0.1.18'
+version = '0.2.0'
 
 # Provided as an attribute, so you can append to these instead
 # of replicating them:
@@ -66,7 +66,7 @@ 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
                             )
 
@@ -91,7 +91,7 @@ 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
@@ -116,7 +116,7 @@ django-helpdesk
 ===============
 
 This is a Django-powered helpdesk ticket tracker, designed to
-plug into an existing Django website and provide you with 
+plug into an existing Django website and provide you with
 internal (or, perhaps, external) helpdesk management.
 """
 

From 904a83e2fec07ceffb9686bcf9966bd225610866 Mon Sep 17 00:00:00 2001
From: Garret Wassermann <gwasser@gmail.com>
Date: Fri, 21 Oct 2016 18:57:14 -0400
Subject: [PATCH 45/46] Remove Django 1.7 from requirements and testing, set
 version to 0.2.0

---
 .travis.yml      | 12 +++---------
 README.rst       | 28 ++++++++++++++--------------
 requirements.txt |  2 +-
 setup.py         |  2 +-
 4 files changed, 19 insertions(+), 25 deletions(-)

diff --git a/.travis.yml b/.travis.yml
index 6b675f55..96106b6b 100644
--- a/.travis.yml
+++ b/.travis.yml
@@ -6,15 +6,9 @@ python:
     - "3.5"
 
 env:
-    - DJANGO=1.7.11
-    - DJANGO=1.8.7
-    - DJANGO=1.9
-    - DJANGO=1.10
-
-matrix:
-    exclude:
-    - python: "3.5"  # django 1.7 does not support python 3.5
-      env: DJANGO=1.7.11
+    - DJANGO=1.8.15
+    - DJANGO=1.9.10
+    - DJANGO=1.10.2
 
 install:
     - pip install argparse
diff --git a/README.rst b/README.rst
index d9df746c..32d6027c 100644
--- a/README.rst
+++ b/README.rst
@@ -9,7 +9,7 @@ django-helpdesk - A Django powered ticket tracker for small businesses.
 
 Copyright 2009- Ross Poulton and contributors. All Rights Reserved. See LICENSE for details.
 
-django-helpdesk was formerly known as Jutda Helpdesk, named after the 
+django-helpdesk was formerly known as Jutda Helpdesk, named after the
 company which originally created it. As of January 2011 the name has been
 changed to reflect what it really is: a Django-powered ticket tracker with
 contributors reaching far beyond Jutda.
@@ -21,15 +21,15 @@ You can see a demo installation at http://django-helpdesk-demo.herokuapp.com/
 Licensing
 ---------
 
-See the file 'LICENSE' for licensing terms. Note that django-helpdesk is 
-distributed with 3rd party products which have their own licenses. See 
+See the file 'LICENSE' for licensing terms. Note that django-helpdesk is
+distributed with 3rd party products which have their own licenses. See
 LICENSE.3RDPARTY for license terms for included packages.
 
 Dependencies (pre-flight checklist)
 -----------------------------------
 
 1. Python 2.7 or 3.4+ (3.4+ support is new, please let us know how it goes)
-2. Django (1.7, 1.8, 1.9 and 1.10, preferably 1.9 - Django 1.7 is not supported if you are using Python 3.5)
+2. Django (1.8+, preferably 1.10)
 3. An existing WORKING Django project with database etc. If you
    cannot log into the Admin, you won't get this product working.
 4. `pip install django-bootstrap-form` and add `bootstrapform` to `settings.INSTALLED_APPS`
@@ -48,12 +48,12 @@ When you try to do a keyword search using sqlite, a message will be displayed
 to alert you to this shortcoming. There is no way around it, sorry.
 
 **NOTE REGARDING MySQL:**
-If you use MySQL, with most default configurations you will receive an error 
-when creating the database tables as we populate a number of default templates 
-in languages other than English. 
+If you use MySQL, with most default configurations you will receive an error
+when creating the database tables as we populate a number of default templates
+in languages other than English.
 
-You must create the database the holds the django-helpdesk tables using the 
-UTF-8 collation; see the MySQL manual for more information: 
+You must create the database the holds the django-helpdesk tables using the
+UTF-8 collation; see the MySQL manual for more information:
 http://dev.mysql.com/doc/refman/5.1/en/charset-database.html
 
 If you do NOT do this step, and you only want to use English-language templates,
@@ -64,20 +64,20 @@ Fresh Django Installations
 --------------------------
 
 If you're on a brand new Django installation, make sure you do a ``migrate``
-**before** adding ``helpdesk`` to your ``INSTALLED_APPS``. This will avoid 
+**before** adding ``helpdesk`` to your ``INSTALLED_APPS``. This will avoid
 errors with trying to create User settings.
 
 Upgrading from previous versions
 --------------------------------
 
 If you are upgrading from a previous version of django-helpdesk that used
-migrations, get an up to date version of the code base (eg by using 
+migrations, get an up to date version of the code base (eg by using
 `git pull` or `pip install --upgrade django-helpdesk`) then migrate the database::
 
     python manage.py migrate helpdesk --db-dry-run # DB untouched
-    python manage.py migrate helpdesk 
+    python manage.py migrate helpdesk
 
-Lastly, restart your web server software (eg Apache) or FastCGI instance, to 
+Lastly, restart your web server software (eg Apache) or FastCGI instance, to
 ensure the latest changes are in use.
 
 If you are using django-helpdesk pre-migrations (ie pre-2011) then you're
@@ -101,4 +101,4 @@ https://www.transifex.com/django-helpdesk/django-helpdesk/
 
 Feel free to request access to contribute your translations.
 
-Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
\ No newline at end of file
+Pull requests for all other changes are welcome. We're currently trying to add test cases wherever possible, so please continue to include tests with pull requests.
diff --git a/requirements.txt b/requirements.txt
index 8a67f496..406015c3 100644
--- a/requirements.txt
+++ b/requirements.txt
@@ -1,4 +1,4 @@
-Django>1.6
+Django>=1.8
 django-bootstrap-form>=3.1,<4
 email-reply-parser
 django-markdown-deux
diff --git a/setup.py b/setup.py
index b49c8f7d..cbea8d21 100644
--- a/setup.py
+++ b/setup.py
@@ -6,7 +6,7 @@ from distutils.util import convert_path
 from fnmatch import fnmatchcase
 from setuptools import setup, find_packages
 
-version = '0.1.18'
+version = '0.2.0'
 
 # Provided as an attribute, so you can append to these instead
 # of replicating them:

From 53ed0d3a2ce9866aee3ecaaed1a0b4dd3adf7a7b Mon Sep 17 00:00:00 2001
From: Alex Barcelo <alex.barcelo@gmail.com>
Date: Sat, 29 Oct 2016 08:50:13 +0200
Subject: [PATCH 46/46] Remove all the deprecated API related files and
 references

---
 docs/api.rst                              |   8 -
 docs/index.rst                            |   3 +-
 docs/settings.rst                         |   1 -
 helpdesk/forms.py                         |   6 -
 helpdesk/settings.py                      |   1 -
 helpdesk/templates/helpdesk/base.html     |   1 -
 helpdesk/templates/helpdesk/help_api.html | 277 ------------------
 helpdesk/urls.py                          |  10 +-
 helpdesk/views/api.py                     | 340 ----------------------
 9 files changed, 2 insertions(+), 645 deletions(-)
 delete mode 100644 docs/api.rst
 delete mode 100644 helpdesk/templates/helpdesk/help_api.html
 delete mode 100644 helpdesk/views/api.py

diff --git a/docs/api.rst b/docs/api.rst
deleted file mode 100644
index b1dfba5a..00000000
--- a/docs/api.rst
+++ /dev/null
@@ -1,8 +0,0 @@
-Ticket API
-==========
-
-*Warning*: The django-helpdesk API is deprecated, and no longer maintained. See https://github.com/django-helpdesk/django-helpdesk/issues/198 for more details.
-
-The API will be removed in January 2016 - you should instead build an integration with eg django-rest-framework.
-
-For details on the current API including usage instructions and command syntax, see the file ``templates/helpdesk/api_help.html``, or visit http://helpdesk/api/help/.
diff --git a/docs/index.rst b/docs/index.rst
index 34a62228..483d5d84 100644
--- a/docs/index.rst
+++ b/docs/index.rst
@@ -16,7 +16,6 @@ Contents
    settings
    spam
    custom_fields
-   api
    contributing
 
 
@@ -49,7 +48,7 @@ Customers (who are not 'staff' users in Django) can:
 3. Review open and closed requests they submitted
 
 Staff Capabilities
-~~~~~~~~~~~~~~~~~~~~
+~~~~~~~~~~~~~~~~~~
 
 If a user is a staff member, they get general helpdesk access, including:
 
diff --git a/docs/settings.rst b/docs/settings.rst
index 9929d540..c60e3936 100644
--- a/docs/settings.rst
+++ b/docs/settings.rst
@@ -42,7 +42,6 @@ If you want to override the default settings for your users, create ``HELPDESK_D
             'email_on_ticket_assign': True,
             'email_on_ticket_change': True,
             'login_view_ticketlist': True,
-            'email_on_ticket_apichange': True,
             'tickets_per_page': 25
             }
 
diff --git a/helpdesk/forms.py b/helpdesk/forms.py
index 090d5455..22917975 100644
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@@ -532,12 +532,6 @@ class UserSettingsForm(forms.Form):
         required=False,
     )
 
-    email_on_ticket_apichange = forms.BooleanField(
-        label=_('E-mail me when a ticket is changed via the API?'),
-        help_text=_('If a ticket is altered by the API, do you want to receive an e-mail?'),
-        required=False,
-    )
-
     tickets_per_page = forms.IntegerField(
         label=_('Number of tickets to show per page'),
         help_text=_('How many tickets do you want to see on the Ticket List page?'),
diff --git a/helpdesk/settings.py b/helpdesk/settings.py
index 606af04f..a1ca3c0b 100644
--- a/helpdesk/settings.py
+++ b/helpdesk/settings.py
@@ -17,7 +17,6 @@ if not isinstance(DEFAULT_USER_SETTINGS, dict):
         'email_on_ticket_assign': True,
         'email_on_ticket_change': True,
         'login_view_ticketlist': True,
-        'email_on_ticket_apichange': True,
         'tickets_per_page': 25
     }
 
diff --git a/helpdesk/templates/helpdesk/base.html b/helpdesk/templates/helpdesk/base.html
index 51749edd..6ce6644e 100644
--- a/helpdesk/templates/helpdesk/base.html
+++ b/helpdesk/templates/helpdesk/base.html
@@ -66,7 +66,6 @@
             <div id='footer' class="row">
                 <div class="col-md-2">{% include "helpdesk/attribution.html" %}</div>
                 <div class="col-md-2"><a href='{% url 'helpdesk:rss_index' %}'><img src='{% static "helpdesk/rss_icon.png" %}' width='14' height='14' alt='{% trans "RSS Icon" %}' title='{% trans "RSS Feeds" %}' border='0' />{% trans "RSS Feeds" %}</a></div>
-                <div class="col-md-2"><s><a href='{% url 'helpdesk:api_help' %}'>{% trans "API" %}</a></s></div>
                 {% if user.is_superuser %}<div class="col-md-2"><a href='{% url 'helpdesk:system_settings' %}'>{% trans "System Settings" %}</a></div>{% endif %}
             </div>
         </div>
diff --git a/helpdesk/templates/helpdesk/help_api.html b/helpdesk/templates/helpdesk/help_api.html
deleted file mode 100644
index 62dffcd9..00000000
--- a/helpdesk/templates/helpdesk/help_api.html
+++ /dev/null
@@ -1,277 +0,0 @@
-{% extends "helpdesk/help_base.html" %}
-
-{% block title %}django-helpdesk API Documentation{% endblock %}
-{% block heading %}django-helpdesk API Documentation{% endblock %}
-
-{% block content %}
-        <h2>Contents</h2>
-
-        <ul>
-            <li><a href='#introduction'>Introduction</a></li>
-            <li><a href='#request'>Request Basics &amp; Authentication</a></li>
-            <li><a href='#response'>Responses</a></li>
-            <li><a href='#methods'>Method Documentation</a>
-                <ul>
-                    <li><a href='#method_create_ticket'>create_ticket</a></li>
-                    <li><a href='#method_delete_ticket'>delete_ticket</a></li>
-                    <li><a href='#method_hold_ticket'>hold_ticket</a></li>
-                    <li><a href='#method_unhold_ticket'>unhold_ticket</a></li>
-                    <li><a href='#method_add_followup'>add_followup</a></li>
-                    <li><a href='#method_resolve'>resolve</a></li>
-                    <li><a href='#method_list_queues'>list_queues</a></li>
-                    <li><a href='#method_find_user'>find_user</a></li>
-                </ul>
-            </li>
-        </ul>
-        <h2 id='warning'>Deprecation Warning</h2>
-
-        <P>This API has been deprecated and will be removed in January 2016. Please <a href='https://github.com/django-helpdesk/django-helpdesk/issues/198'>See the GitHub Issue Tracker</a> for more details.</p>
-        <P>Do <strong>not</strong> build new integrations using this API.</p>
-
-        <p>We recommend using django-rest-framework or similar for all integrations.</p>
-
-        <h2 id='introduction'>Introduction</h2>
-
-        <p>django-helpdesk provides a powerful <acronym title='Application Programming Interface'>API</acronym> to allow you to interact with your helpdesk tickets by a means not otherwise provided by the helpdesk.</p>
-
-        <p>For example, you may use this API to implement a system to automatically open a ticket when an invoice is raised in your invoicing system, or to automatically close a ticket from an instant messenger application.</p>
-
-        <p>Your use of this system is open-ended: most business cases should be addressible with a little bit of coding to allow you to interact nicely with your helpdesk.</p>
-
-        <h2 id='request'>Request Basics &amp; Authentication</h2>
-
-        <p>All requests to the API must be made using <acroynm title='HyperText Transfer Protocol'>HTTP</acronym> POST requests. Any request that is not made using POST will raise an error.</p>
-
-        <p>Your requests must be made up of the following elements:</p>
-
-        <ol>
-            <li>A <em>method</em>, or action. This tells the API what core functionality to execute.</li>
-            <li>A <em>username</em> and <em>password</em> which are valid and active within your helpdesk system. You may wish to create a specific API user just for API usage.</li>
-            <li>A set of <em>data</em> to be saved into the database. This data will vary from request to request, and is outlined in <a href='#methods'>Methods</a> below.</li>
-        </ol>
-
-        <p>To build your request, send a HTTP POST request to <em>{% url 'helpdesk:api' "method" %}</em>, where <em>method</em> is the name of a <a href='#methods'>valid method</a> from the list below.</p>
-
-        <p>Your POST must include both <em>user</em> and <em>password</em> parameters.</p>
-
-        <p>A sample request for the method <em>hold_ticket</em> may look like this:</p>
-
-        <ul>
-            <li>A HTTP POST to <em>{% url 'helpdesk:api' "hold_ticket" %}</em></li>
-            <li>A set of POST data containing:<ul>
-                <li>username=susan</li>
-                <li>password=fido</li>
-                <li>ticket=31794</li>
-            </ul></li>
-        </ul>
-
-        <p>To complete this from a command-line using the <a href='http://curl.haxx.se/'>cURL</a> application, you may use a command such as this:</p>
-
-        <pre>/usr/bin/curl {% url 'helpdesk:api' "hold_ticket" %} --data "user=susan&amp;password=fido&amp;ticket=31794"</pre>
-
-        <p>In <a href='http://www.php.net/'>PHP</a>, providing you have access to the <a href='http://www.php.net/curl'>cURL libraries</a>, you may use code such as this:</p>
-
-        <pre>&lt;?php
-$api = curl_init();
-curl_setopt($api, CURLOPT_URL, "{% url 'helpdesk:api' "hold_ticket" %}");
-curl_setopt($api, CURLOPT_POST, 1);
-curl_setopt($api, CURLOPT_POSTFIELDS, "user=susan&amp;password=fido&amp;ticket=31794");
-$result = curl_exec($api);
-curl_close($api);
-echo $result;
-?&gt;</pre>
-
-        <p>Note that cURL expects all data to be urlencoded, this is left as an exercise for the reader.</p>
-
-        <h2 id='response'>Responses</h2>
-
-        <p>The API system makes proper use of the following HTTP response codes:</p>
-
-        <dl>
-            <dt>200</dt>
-            <dd>OK - Data updated successfully</dd>
-
-            <dt>400</dt>
-            <dd>ERROR - Generic error. See returned text for details</dd>
-
-            <dt>404</dt>
-            <dd>ERROR - Data not found (eg, incorrect ticket). See returned text for details</dd>
-
-            <dt>403</dt>
-            <dd>ERROR - Invalid permissions (eg, incorrect username and/or password)</dd>
-
-            <dt>405</dt>
-            <dd>ERROR - Invalid method. You probably tried using GET, PUT or DELETE however we require POST.</dd>
-        </dl>
-
-        <p>Responses will have one of two content-types:</p>
-        
-        <dl>
-            <dt>text/plain</dt>
-            <dd>Any error messages, or simple responses (eg a ticket ID)</dd>
-
-            <dt>text/json</dt>
-            <dd>Any complex responses, such as a list of data.</dd>
-        </dl>
-
-        <h2 id='methods'>Method Documentation</h2>
-
-        <p>The following public methods are available for use via the API. Each of them requires <a href='#request'>a valid request and authentication</a>, and each has it's own parameters as described below.</p>
-
-        <ul>
-            <li><a href='#method_create_ticket'>create_ticket</a></li>
-            <li><a href='#method_delete_ticket'>delete_ticket</a></li>
-            <li><a href='#method_hold_ticket'>hold_ticket</a></li>
-            <li><a href='#method_unhold_ticket'>unhold_ticket</a></li>
-            <li><a href='#method_add_followup'>add_followup</a></li>
-            <li><a href='#method_resolve'>resolve</a></li>
-            <li><a href='#method_list_queues'>list_queues</a></li>
-            <li><a href='#method_find_user'>find_user</a></li>
-        </ul>
-
-        <h3 id='method_create_ticket'>create_ticket</h3>
-
-        <p>This method creates a new helpdesk ticket.</p>
-
-        <h4>Parameters</h4>
-
-        <dl>
-            <dt>queue</dt>
-            <dd>Queue ID (use <a href='#method_list_queues'>list_queues</a> to get queue ID's) - this is an integer field.</dd>
-
-            <dt>title</dt>
-            <dd>Title or header of this ticket. Character field, maximum 100 characters.</dd>
-
-            <dt>submitter_email</dt>
-            <dd>(Optional) e-mail address of the person submitting this ticket. This e-mail address will receive copies of all public updates to this ticket, and will receive a notification when the ticket is created.</dd>
-
-            <dt>assigned_to</dt>
-            <dd>(Optional) Integer ID of the user to which this ticket should be assigned. Use <a href='#method_find_user'>find_user</a> to find a user ID from a username.</dd>
-
-            <dt>priority</dt>
-            <dd>(Optional) Priority as an integer from 1 (high) to 5 (low). Defaults to 3 if no priority given.</dd>
-        </dl>
-
-        <h4>Response</h4>
-
-        <p>This method responds with <strong>plain-text</strong>.</p>
-
-        <p>If you receive a 200 OK <a href='#response'>response</a>, then the content of the response will be the ticket ID.</p>
-        
-        <h3 id='method_delete_ticket'>delete_ticket</h3>
-
-        <p>When given a ticket ID and confirmation, this method will delete a ticket entirely. This also deletes any followups, attachments, and other details.</p>
-
-        <h4>Parameters</h4>
-
-        <dl>
-            <dt>ticket</dt>
-            <dd>The numeric ticket ID to be deleted</dd>
-
-            <dt>confirm</dt>
-            <dd>You must provide this field, with any value, to enable deletion to continue</dd>
-        </dl>
-
-        <h4>Response</h4>
-
-        <p>A standard <a href='#response'>200 OK response</a> is given on success, or an error message on failure.</p>
-
-        <h3 id='method_hold_ticket'>hold_ticket</h3>
-
-        <p>If a ticket needs to be placed on hold, preventing it from being escalated, use this method.</p>
-
-        <h4>Parameters</h4>
-        <dl>
-            <dt>ticket</dt>
-            <dd>The numeric ticket ID to be placed on hold</dd>
-        </dl>
-
-        <h4>Response</h4>
-        
-        <p>A standard <a href='#response'>200 OK response</a> is given on success, or an error message on failure.</p>
-
-        
-        <h3 id='method_unhold_ticket'>unhold_ticket</h3>
-
-        <p>If a ticket is currently on hold and you wish to remove that hold, use this method.</p>
-
-        <h4>Parameters</h4>
-        <dl>
-            <dt>ticket</dt>
-            <dd>The numeric ticket ID to be taken off hold</dd>
-        </dl>
-
-        <h4>Response</h4>
-        
-        <p>A standard <a href='#response'>200 OK response</a> is given on success, or an error message on failure.</p>
-        
-        
-        <h3 id='method_add_followup'>add_followup</h3>
-
-        <p>This method adds a comment / followup to a ticket. The followup can be public, in which case it is e-mailed to the submitter, or private. The followup will also be sent to others involved in the ticket: The owner and the queue notification / CC address.</p>
-
-        <h4>Parameters</h4>
-
-        <dl>
-            <dt>ticket</dt>
-            <dd>The numeric ticket ID to which this followup should be added</dd>
-
-            <dt>message</dt>
-            <dd>Text of 'unlimited' length - optionally formatted with HTML - to add to the message.</dd>
-
-            <dt>public</dt>
-            <dd>Either 'y' for public, or 'n' for private. This is optional, and it is assumed that followups are private if it is not provided. Private tickets are <strong>not</strong> e-mailed to the ticket submitter.</dd>
-        </dl>
-
-        <h4>Response</h4>
-
-        <p>A standard <a href='#response'>200 OK response</a> is given on success, or an error message on failure.</p>
-        
-        
-        <h3 id='method_resolve'>resolve</h3>
-        
-        <p>This method adds a resolution to a ticket and marks it as resolved. The resolution will be e-mailed to everybody involved with the ticket, including the submitter.</p>
-
-        <h4>Parameters</h4>
-
-        <dl>
-            <dt>ticket</dt>
-            <dd>The numeric ticket ID to which this followup should be added</dd>
-
-            <dt>resolution</dt>
-            <dd>Text of 'unlimited' length - optionally formatted with HTML. This is the resolution for this ticket.</dd>
-        </dl>
-
-        <h4>Response</h4>
-
-        <p>A standard <a href='#response'>200 OK response</a> is given on success, or an error message on failure.</p>
-        
-        
-        <h3 id='method_list_queues'>list_queues</h3>
-
-        <p>This method provides a JSON-parsable list of queues, letting you access the individual queue ID in order to create tickets.</p>
-
-        <h4>Response</h4>
-
-        <p>This method responds with <strong>json</strong>.</p>
-        
-        <p>It provides a list of queues in JSON format. The fields provided are ID and Title.</p>
-
-        
-        <h3 id='method_find_user'>find_user</h3>
-
-        <p>When given a username, this method provides the related numeric user ID - commonly used when creating or reassigning tickets.</p>
-        
-        <h4>Parameters</h4>
-
-        <dl>
-            <dt>username</dt>
-            <dd>The case-sensitive username of the user for which you require the user ID</dd>
-        </dl>
-        
-        <h4>Response</h4>
-
-        <p>This method responds with <strong>plain-text</strong>.</p>
-
-        <p>If you receive a 200 OK <a href='#response'>response</a>, then the content of the response will be the users ID.</p>
-{% endblock %}
diff --git a/helpdesk/urls.py b/helpdesk/urls.py
index 833a89df..22c0e229 100644
--- a/helpdesk/urls.py
+++ b/helpdesk/urls.py
@@ -13,7 +13,7 @@ from django.contrib.auth import views as auth_views
 from django.views.generic import TemplateView
 
 from helpdesk import settings as helpdesk_settings
-from helpdesk.views import feeds, staff, public, api, kb
+from helpdesk.views import feeds, staff, public, kb
 
 
 class DirectTemplateView(TemplateView):
@@ -183,10 +183,6 @@ urlpatterns += [
 
 
 urlpatterns += [
-    url(r'^api/(?P<method>[a-z_-]+)/$',
-        api.api,
-        name='api'),
-
     url(r'^login/$',
         auth_views.login,
         {'template_name': 'helpdesk/registration/login.html'},
@@ -218,10 +214,6 @@ if helpdesk_settings.HELPDESK_KB_ENABLED:
     ]
 
 urlpatterns += [
-    url(r'^api/$',
-        TemplateView.as_view(template_name='helpdesk/help_api.html'),
-        name='api_help'),
-
     url(r'^help/context/$',
         TemplateView.as_view(template_name='helpdesk/help_context.html'),
         name='help_context'),
diff --git a/helpdesk/views/api.py b/helpdesk/views/api.py
deleted file mode 100644
index 6de9d34f..00000000
--- a/helpdesk/views/api.py
+++ /dev/null
@@ -1,340 +0,0 @@
-"""                                     ..
-django-helpdesk - A Django powered ticket tracker for small enterprise.
-
-(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
-
-api.py - Wrapper around API calls, and core functions to provide complete
-         API to third party applications.
-
-The API documentation can be accessed by visiting http://helpdesk/api/help/
-(obviously, substitute helpdesk for your django-helpdesk URI), or by reading
-through templates/helpdesk/help_api.html.
-"""
-
-from django.contrib.auth import authenticate
-from django.contrib.auth import get_user_model
-from django.http import HttpResponse
-from django.shortcuts import render
-import simplejson
-from django.views.decorators.csrf import csrf_exempt
-
-try:
-    from django.utils import timezone
-except ImportError:
-    from datetime import datetime as timezone
-
-from helpdesk.forms import TicketForm
-from helpdesk.lib import send_templated_mail, safe_template_context
-from helpdesk.models import Ticket, Queue, FollowUp
-
-import warnings
-
-User = get_user_model()
-
-STATUS_OK = 200
-
-STATUS_ERROR = 400
-STATUS_ERROR_NOT_FOUND = 404
-STATUS_ERROR_PERMISSIONS = 403
-STATUS_ERROR_BADMETHOD = 405
-
-
-@csrf_exempt
-def api(request, method):
-    """
-    Regardless of any other paramaters, we provide a help screen
-    to the user if they requested one.
-
-    If the user isn't looking for help, then we enforce a few conditions:
-        * The request must be sent via HTTP POST
-        * The request must contain a 'user' and 'password' which
-          must be valid users
-        * The method must match one of the public methods of the API class.
-
-
-    THIS IS DEPRECATED AS OF DECEMBER 2015 AND WILL BE REMOVED IN JANUARY 2016.
-    SEE https://github.com/django-helpdesk/django-helpdesk/issues/198 FOR DETAILS
-
-    """
-
-    warnings.warn("django-helpdesk API will be removed in January 2016. "
-                  "See https://github.com/django-helpdesk/django-helpdesk/issues/198 for details.",
-                  category=DeprecationWarning)
-
-    if method == 'help':
-        return render(request, template_name='helpdesk/help_api.html')
-
-    if request.method != 'POST':
-        return api_return(STATUS_ERROR_BADMETHOD)
-
-    # TODO: Move away from having the username & password in every request.
-    request.user = authenticate(
-        username=request.POST.get('user', False),
-        password=request.POST.get('password'),
-    )
-
-    if request.user is None:
-        return api_return(STATUS_ERROR_PERMISSIONS)
-
-    api = API(request)
-    if hasattr(api, 'api_public_%s' % method):
-        return getattr(api, 'api_public_%s' % method)()
-
-    return api_return(STATUS_ERROR)
-
-
-def api_return(status, text='', json=False):
-    content_type = 'text/plain'
-    if status == STATUS_OK and json:
-        content_type = 'text/json'
-
-    if text is None:
-        if status == STATUS_ERROR:
-            text = 'Error'
-        elif status == STATUS_ERROR_NOT_FOUND:
-            text = 'Resource Not Found'
-        elif status == STATUS_ERROR_PERMISSIONS:
-            text = 'Invalid username or password'
-        elif status == STATUS_ERROR_BADMETHOD:
-            text = 'Invalid request method'
-        elif status == STATUS_OK:
-            text = 'OK'
-
-    r = HttpResponse(status=status, content=text, content_type=content_type)
-
-    if status == STATUS_ERROR_BADMETHOD:
-        r.Allow = 'POST'
-
-    return r
-
-
-class API:
-
-    def __init__(self, request):
-        self.request = request
-
-    def api_public_create_ticket(self):
-        form = TicketForm(self.request.POST)
-        form.fields['queue'].choices = [[q.id, q.title] for q in Queue.objects.all()]
-        form.fields['assigned_to'].choices = [[u.id, u.get_username()] for u in User.objects.filter(is_active=True)]
-
-        if form.is_valid():
-            ticket = form.save(user=self.request.user)
-            return api_return(STATUS_OK, "%s" % ticket.id)
-        else:
-            return api_return(STATUS_ERROR, text=form.errors.as_text())
-
-    def api_public_list_queues(self):
-        return api_return(STATUS_OK, simplejson.dumps([
-            {"id": "%s" % q.id, "title": "%s" % q.title}
-            for q in Queue.objects.all()
-        ]), json=True)
-
-    def api_public_find_user(self):
-        username = self.request.POST.get('username', False)
-
-        try:
-            u = User.objects.get(username=username)
-            return api_return(STATUS_OK, "%s" % u.id)
-
-        except User.DoesNotExist:
-            return api_return(STATUS_ERROR, "Invalid username provided")
-
-    def api_public_delete_ticket(self):
-        if not self.request.POST.get('confirm', False):
-            return api_return(STATUS_ERROR, "No confirmation provided")
-
-        try:
-            ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
-        except Ticket.DoesNotExist:
-            return api_return(STATUS_ERROR, "Invalid ticket ID")
-
-        ticket.delete()
-
-        return api_return(STATUS_OK)
-
-    def api_public_hold_ticket(self):
-        try:
-            ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
-        except Ticket.DoesNotExist:
-            return api_return(STATUS_ERROR, "Invalid ticket ID")
-
-        ticket.on_hold = True
-        ticket.save()
-
-        return api_return(STATUS_OK)
-
-    def api_public_unhold_ticket(self):
-        try:
-            ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
-        except Ticket.DoesNotExist:
-            return api_return(STATUS_ERROR, "Invalid ticket ID")
-
-        ticket.on_hold = False
-        ticket.save()
-
-        return api_return(STATUS_OK)
-
-    def api_public_add_followup(self):
-        try:
-            ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
-        except Ticket.DoesNotExist:
-            return api_return(STATUS_ERROR, "Invalid ticket ID")
-
-        message = self.request.POST.get('message', None)
-        public = self.request.POST.get('public', 'n')
-
-        if public not in ['y', 'n']:
-            return api_return(STATUS_ERROR, "Invalid 'public' flag")
-
-        if not message:
-            return api_return(STATUS_ERROR, "Blank message")
-
-        f = FollowUp(
-            ticket=ticket,
-            date=timezone.now(),
-            comment=message,
-            user=self.request.user,
-            title='Comment Added',
-        )
-
-        if public:
-            f.public = True
-
-        f.save()
-
-        context = safe_template_context(ticket)
-        context['comment'] = f.comment
-
-        messages_sent_to = []
-
-        if public and ticket.submitter_email:
-            send_templated_mail(
-                'updated_submitter',
-                context,
-                recipients=ticket.submitter_email,
-                sender=ticket.queue.from_address,
-                fail_silently=True,
-            )
-            messages_sent_to.append(ticket.submitter_email)
-
-        if public:
-            for cc in ticket.ticketcc_set.all():
-                if cc.email_address not in messages_sent_to:
-                    send_templated_mail(
-                        'updated_submitter',
-                        context,
-                        recipients=cc.email_address,
-                        sender=ticket.queue.from_address,
-                        fail_silently=True,
-                    )
-                    messages_sent_to.append(cc.email_address)
-
-        if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
-            send_templated_mail(
-                'updated_cc',
-                context,
-                recipients=ticket.queue.updated_ticket_cc,
-                sender=ticket.queue.from_address,
-                fail_silently=True,
-            )
-            messages_sent_to.append(ticket.queue.updated_ticket_cc)
-
-        if (
-            ticket.assigned_to and
-            self.request.user != ticket.assigned_to and
-            ticket.assigned_to.usersettings.settings.get('email_on_ticket_apichange', False) and
-            ticket.assigned_to.email and
-            ticket.assigned_to.email not in messages_sent_to
-        ):
-            send_templated_mail(
-                'updated_owner',
-                context,
-                recipients=ticket.assigned_to.email,
-                sender=ticket.queue.from_address,
-                fail_silently=True,
-            )
-
-        ticket.save()
-
-        return api_return(STATUS_OK)
-
-    def api_public_resolve(self):
-        try:
-            ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
-        except Ticket.DoesNotExist:
-            return api_return(STATUS_ERROR, "Invalid ticket ID")
-
-        resolution = self.request.POST.get('resolution', None)
-
-        if not resolution:
-            return api_return(STATUS_ERROR, "Blank resolution")
-
-        f = FollowUp(
-            ticket=ticket,
-            date=timezone.now(),
-            comment=resolution,
-            user=self.request.user,
-            title='Resolved',
-            public=True,
-        )
-        f.save()
-
-        context = safe_template_context(ticket)
-        context['resolution'] = f.comment
-
-        # subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
-
-        messages_sent_to = []
-
-        if ticket.submitter_email:
-            send_templated_mail(
-                'resolved_submitter',
-                context,
-                recipients=ticket.submitter_email,
-                sender=ticket.queue.from_address,
-                fail_silently=True,
-            )
-            messages_sent_to.append(ticket.submitter_email)
-
-            for cc in ticket.ticketcc_set.all():
-                if cc.email_address not in messages_sent_to:
-                    send_templated_mail(
-                        'resolved_submitter',
-                        context,
-                        recipients=cc.email_address,
-                        sender=ticket.queue.from_address,
-                        fail_silently=True,
-                    )
-                    messages_sent_to.append(cc.email_address)
-
-        if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
-            send_templated_mail(
-                'resolved_cc',
-                context,
-                recipients=ticket.queue.updated_ticket_cc,
-                sender=ticket.queue.from_address,
-                fail_silently=True,
-            )
-            messages_sent_to.append(ticket.queue.updated_ticket_cc)
-
-        if ticket.assigned_to and \
-                self.request.user != ticket.assigned_to and \
-                getattr(ticket.assigned_to.usersettings.settings,
-                        'email_on_ticket_apichange', False) and \
-                ticket.assigned_to.email and \
-                ticket.assigned_to.email not in messages_sent_to:
-            send_templated_mail(
-                'resolved_resolved',
-                context,
-                recipients=ticket.assigned_to.email,
-                sender=ticket.queue.from_address,
-                fail_silently=True,
-            )
-
-        ticket.resoltuion = f.comment
-        ticket.status = Ticket.RESOLVED_STATUS
-
-        ticket.save()
-
-        return api_return(STATUS_OK)