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Merge pull request #1159 from samsplunks/main

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Time tracking features
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Christopher Broderick 2024-02-27 03:18:24 +00:00 committed by GitHub
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4 changed files with 188 additions and 19 deletions
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50
docs/settings.rst
View File

@ -291,6 +291,56 @@ Options that change ticket properties
(7, _('7. Hot')),
)
Time Tracking Options
---------------------
- **HELPDESK_FOLLOWUP_TIME_SPENT_AUTO** If ``True``, calculate follow-up 'time_spent' with previous follow-up or ticket creation time.
**Default:** ``HELPDESK_FOLLOWUP_TIME_SPENT_AUTO = False``
- **HELPDESK_FOLLOWUP_TIME_SPENT_OPENING_HOURS** If defined, calculates follow-up 'time_spent' according to open hours.
**Default:** ``HELPDESK_FOLLOWUP_TIME_SPENT_OPENING_HOURS = {}``
If HELPDESK_FOLLOWUP_TIME_SPENT_AUTO is ``True``, you may set open hours to remove off hours from 'time_spent'::
HELPDESK_FOLLOWUP_TIME_SPENT_OPENING_HOURS = {
"monday": (8.5, 19),
"tuesday": (8.5, 19),
"wednesday": (8.5, 19),
"thursday": (8.5, 19),
"friday": (8.5, 19),
"saturday": (0, 0),
"sunday": (0, 0),
}
Valid hour values must be set between 0 and 23.9999.
In this example 8.5 is interpreted as 8:30AM, saturdays and sundays don't count.
- **HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS** List of days in format "%Y-%m-%d" to exclude from automatic follow-up 'time_spent' calculation.
**Default:** ``HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS = ()``
This example removes Christmas and New Year's Eve in 2024::
HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS = ("2024-12-25", "2024-12-31",)
- **HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES** List of ticket statuses to exclude from automatic follow-up 'time_spent' calculation.
**Default:** ``HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES = ()``
This example will have follow-ups to resolved ticket status not to be counted in::
HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES = (HELPDESK_TICKET_RESOLVED_STATUS,)
- **HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES** List of ticket queues slugs to exclude from automatic follow-up 'time_spent' calculation.
**Default:** ``HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES = ()``
This example will have follow-ups to ticket queue 'time-not-counting-queue' not to be counted in::
HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES = ('time-not-counting-queue',)
Staff Ticket Creation Settings
------------------------------

49
helpdesk/lib.py
View File

@ -9,7 +9,7 @@ lib.py - Common functions (eg multipart e-mail)
from datetime import date, datetime, time
from django.conf import settings
from django.core.exceptions import ValidationError
from django.core.exceptions import ValidationError, ImproperlyConfigured
from django.utils.encoding import smart_str
from helpdesk.settings import CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, CUSTOMFIELD_TIME_FORMAT
import logging
@ -173,11 +173,10 @@ def format_time_spent(time_spent):
"""Format time_spent attribute to "[H]HHh:MMm" text string to be allign in
all graphical outputs
"""
if time_spent:
time_spent = "{0:02d}h:{1:02d}m".format(
time_spent.seconds // 3600,
time_spent.seconds // 60
int(time_spent.total_seconds()) // 3600,
int(time_spent.total_seconds()) % 3600 // 60
)
else:
time_spent = ""
@ -194,3 +193,45 @@ def convert_value(value):
return value.strftime(CUSTOMFIELD_TIME_FORMAT)
else:
return value
def daily_time_spent_calculation(earliest, latest, open_hours):
"""Returns the number of seconds for a single day time interval according to open hours."""
# avoid rendering day in different locale
weekday = ('monday', 'tuesday', 'wednesday', 'thursday',
'friday', 'saturday', 'sunday')[earliest.weekday()]
# enforce correct settings
MIDNIGHT = 23.9999
start, end = open_hours.get(weekday, (0, MIDNIGHT))
if not 0 <= start <= end <= MIDNIGHT:
raise ImproperlyConfigured("HELPDESK_FOLLOWUP_TIME_SPENT_OPENING_HOURS"
f" setting for {weekday} out of (0, 23.9999) boundary")
# transform decimals to minutes and seconds
start_hour, start_minute, start_second = int(start), int(start % 1 * 60), int(start * 60 % 1 * 60)
end_hour, end_minute, end_second = int(end), int(end % 1 * 60), int(end * 60 % 1 * 60)
# translate time for delta calculation
earliest_f = earliest.hour + earliest.minute / 60 + earliest.second / 3600
latest_f = latest.hour + latest.minute / 60 + latest.second / 3600
if earliest_f < start:
earliest = earliest.replace(hour=start_hour, minute=start_minute, second=start_second)
elif earliest_f >= end:
earliest = earliest.replace(hour=end_hour, minute=end_minute, second=end_second)
if latest_f < start:
latest = latest.replace(hour=start_hour, minute=start_minute, second=start_second)
elif latest_f >= end:
latest = latest.replace(hour=end_hour, minute=end_minute, second=end_second)
day_delta = latest - earliest
# returns up to 86399 seconds, add one second if full day
time_spent_seconds = day_delta.seconds
if time_spent_seconds == 86399:
time_spent_seconds += 1
return time_spent_seconds

78
helpdesk/models.py
View File

@ -8,7 +8,7 @@ models.py - Model (and hence database) definitions. This is the core of the
"""
from .lib import convert_value
from .lib import format_time_spent, convert_value, daily_time_spent_calculation
from .templated_email import send_templated_mail
from .validators import validate_file_extension
from .webhooks import send_new_ticket_webhook
@ -33,17 +33,6 @@ from rest_framework import serializers
import uuid
def format_time_spent(time_spent):
if time_spent:
time_spent = "{0:02d}h:{1:02d}m".format(
time_spent.seconds // 3600,
time_spent.seconds % 3600 // 60
)
else:
time_spent = ""
return time_spent
class EscapeHtml(Extension):
def extendMarkdown(self, md):
md.preprocessors.deregister('html_block')
@ -1000,9 +989,12 @@ class FollowUp(models.Model):
return u"%s#followup%s" % (self.ticket.get_absolute_url(), self.id)
def save(self, *args, **kwargs):
t = self.ticket
t.modified = timezone.now()
t.save()
self.ticket.modified = timezone.now()
self.ticket.save()
if helpdesk_settings.FOLLOWUP_TIME_SPENT_AUTO and not self.time_spent:
self.time_spent = self.time_spent_calculation()
super(FollowUp, self).save(*args, **kwargs)
def get_markdown(self):
@ -1012,6 +1004,62 @@ class FollowUp(models.Model):
def time_spent_formated(self):
return format_time_spent(self.time_spent)
def time_spent_calculation(self):
"Returns timedelta according to rules settings."
# extract earliest from previous follow-up or ticket
try:
prev_fup_qs = self.ticket.followup_set.all()
if self.id:
prev_fup_qs = prev_fup_qs.filter(id__lt=self.id)
prev_fup = prev_fup_qs.latest("date")
earliest = prev_fup.date
except ObjectDoesNotExist:
earliest = self.ticket.created
# extract previous status from follow-up or ticket
try:
prev_fup_qs = self.ticket.followup_set.exclude(new_status__isnull=True)
if self.id:
prev_fup_qs = prev_fup_qs.filter(id__lt=self.id)
prev_fup = prev_fup_qs.latest("date")
prev_status = prev_fup.new_status
except ObjectDoesNotExist:
prev_status = self.ticket.status
# latest time is current follow-up date
latest = self.date
time_spent_seconds = 0
open_hours = helpdesk_settings.FOLLOWUP_TIME_SPENT_OPENING_HOURS
holidays = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS
exclude_statuses = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES
exclude_queues = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES
# split time interval by days
days = latest.toordinal() - earliest.toordinal()
for day in range(days + 1):
if day == 0:
start_day_time = earliest
if days == 0:
# close single day case
end_day_time = latest
else:
end_day_time = earliest.replace(hour=23, minute=59, second=59)
elif day == days:
start_day_time = latest.replace(hour=0, minute=0, second=0)
end_day_time = latest
else:
middle_day_time = earliest + datetime.timedelta(days=day)
start_day_time = middle_day_time.replace(hour=0, minute=0, second=0)
end_day_time = middle_day_time.replace(hour=23, minute=59, second=59)
if (start_day_time.strftime("%Y-%m-%d") not in holidays and
prev_status not in exclude_statuses and
self.ticket.queue.slug not in exclude_queues):
time_spent_seconds += daily_time_spent_calculation(start_day_time, end_day_time, open_hours)
return datetime.timedelta(seconds=time_spent_seconds)
class TicketChange(models.Model):
"""

30
helpdesk/settings.py
View File

@ -151,6 +151,36 @@ TICKET_PRIORITY_CHOICES = getattr(settings,
'HELPDESK_TICKET_PRIORITY_CHOICES',
DEFAULT_TICKET_PRIORITY_CHOICES)
#########################
# time tracking options #
#########################
# Follow-ups automatic time_spent calculation
FOLLOWUP_TIME_SPENT_AUTO = getattr(settings,
'HELPDESK_FOLLOWUP_TIME_SPENT_AUTO',
False)
# Calculate time_spent according to open hours
FOLLOWUP_TIME_SPENT_OPENING_HOURS = getattr(settings,
'HELPDESK_FOLLOWUP_TIME_SPENT_OPENING_HOURS',
{})
# Holidays don't count for time_spent calculation
FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS = getattr(settings,
'HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS',
())
# Time doesn't count for listed ticket statuses
FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES = getattr(settings,
'HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES',
())
# Time doesn't count for listed queues slugs
FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES = getattr(settings,
'HELPDESK_FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES',
())
############################
# options for public pages #
############################