Merge pull request #1157 from samsplunks/main

Allow new ticket statuses configuration in settings
2024-12-27 00:59:00 +01:00 · 2024-02-07 22:21:39 +00:00 · 2024-02-07 22:21:39 +00:00 · f379bbe80e
commit f379bbe80e
parent 4e08586e3a bfb58a1ccf
8 changed files with 176 additions and 87 deletions
--- a/docs/settings.rst
+++ b/docs/settings.rst
@ -179,6 +179,95 @@ Options that change ticket updates
 Options that change ticket properties
 -------------------------------------

+- **HELPDESK_TICKET_OPEN_STATUS** Customize the id of OPEN_STATUS status.
+
+  **Default:** ``HELPDESK_TICKET_OPEN_STATUS = 1``
+
+- **HELPDESK_TICKET_REOPENED_STATUS** Customize the id of REOPENED_STATUS status.
+
+  **Default:** ``HELPDESK_TICKET_REOPENED_STATUS = 2``
+
+- **HELPDESK_TICKET_RESOLVED_STATUS** Customize the id of RESOLVED_STATUS status.
+
+  **Default:** ``HELPDESK_TICKET_RESOLVED_STATUS = 3``
+
+- **HELPDESK_TICKET_CLOSED_STATUS** Customize the id of CLOSED_STATUS status.
+
+  **Default:** ``HELPDESK_TICKET_CLOSED_STATUS = 4``
+
+- **HELPDESK_TICKET_DUPLICATE_STATUS** Customize the id of DUPLICATE_STATUS status.
+
+  **Default:** ``HELPDESK_TICKET_DUPLICATE_STATUS = 5``
+
+- **HELPDESK_TICKET_STATUS_CHOICES** Customize the list of status choices for all tickets.
+
+  The **default** is below::
+
+        HELPDESK_TICKET_STATUS_CHOICES = (
+            (HELPDESK_TICKET_OPEN_STATUS, _('Open')),
+            (HELPDESK_TICKET_REOPENED_STATUS, _('Reopened')),
+            (HELPDESK_TICKET_RESOLVED_STATUS, _('Resolved')),
+            (HELPDESK_TICKET_CLOSED_STATUS, _('Closed')),
+            (HELPDESK_TICKET_DUPLICATE_STATUS, _('Duplicate')),
+        )
+
+  If you wish to modify or introduce new status choices, you may add them like this::
+        
+        # don't forget to import the gettext_lazy function at the begining of your settings file
+        from django.utils.translation import gettext_lazy as _
+
+        # explicitly define status list integer values
+        HELPDESK_TICKET_OPEN_STATUS = 1
+        HELPDESK_TICKET_REOPENED_STATUS = 2
+        HELPDESK_TICKET_RESOLVED_STATUS = 3
+        HELPDESK_TICKET_CLOSED_STATUS = 4
+        HELPDESK_TICKET_DUPLICATE_STATUS = 5
+        HELPDESK_TICKET_FORKED_STATUS = 6
+
+        # create the list with associated labels
+        HELPDESK_TICKET_STATUS_CHOICES = (
+            (HELPDESK_TICKET_OPEN_STATUS, _('Open')),
+            (HELPDESK_TICKET_REOPENED_STATUS, _('Reopened')),
+            (HELPDESK_TICKET_RESOLVED_STATUS, _('Resolved')),
+            (HELPDESK_TICKET_CLOSED_STATUS, _('Closed')),
+            (HELPDESK_TICKET_DUPLICATE_STATUS, _('Duplicate')),
+            (HELPDESK_TICKET_FORKED_STATUS, _('Forked')),
+        )
+
+- **HELPDESK_TICKET_OPEN_STATUSES** Define the list of statuses to be considered as a type of open status.
+
+  **Default:** ``HELPDESK_TICKET_OPEN_STATUSES = (HELPDESK_TICKET_OPEN_STATUS, HELPDESK_TICKET_REOPENED_STATUS)``
+
+  If you have added the ``HELPDESK_TICKET_FORKED_STATUS`` status and wish to have django-helpdesk treat it as an open status choice, add it to the list of OPEN_STATUSES like this::
+
+        HELPDESK_TICKET_OPEN_STATUSES = (HELPDESK_TICKET_OPEN_STATUS,
+                                         HELPDESK_TICKET_REOPENED_STATUS,
+                                         HELPDESK_TICKET_FORKED_STATUS)
+
+- **HELPDESK_TICKET_STATUS_CHOICES_FLOW** Customize the allowed state changes depending on the current state.
+
+  The **default** is below::
+
+        HELPDESK_TICKET_STATUS_CHOICES_FLOW = {
+            HELPDESK_TICKET_OPEN_STATUS: (HELPDESK_TICKET_OPEN_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+            HELPDESK_TICKET_REOPENED_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+            HELPDESK_TICKET_RESOLVED_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS,),
+            HELPDESK_TICKET_CLOSED_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_CLOSED_STATUS,),
+            HELPDESK_TICKET_DUPLICATE_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+        }
+
+  If you wish to modify or have introduce new status choices, you may configure their status change flow like this::
+
+        # adding HELPDESK_TICKET_FORKED_STATUS to the other allowed states flow and defining its own flow
+        HELPDESK_TICKET_STATUS_CHOICES_FLOW = {
+            HELPDESK_TICKET_OPEN_STATUS: (HELPDESK_TICKET_OPEN_STATUS, HELPDESK_TICKET_FORKED_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+            HELPDESK_TICKET_REOPENED_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_FORKED_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+            HELPDESK_TICKET_RESOLVED_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS,),
+            HELPDESK_TICKET_CLOSED_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_CLOSED_STATUS,),
+            HELPDESK_TICKET_DUPLICATE_STATUS: (HELPDESK_TICKET_REOPENED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+            HELPDESK_TICKET_FORKED_STATUS: (HELPDESK_TICKET_OPEN_STATUS, HELPDESK_TICKET_FORKED_STATUS, HELPDESK_TICKET_RESOLVED_STATUS, HELPDESK_TICKET_CLOSED_STATUS, HELPDESK_TICKET_DUPLICATE_STATUS,),
+        }
+
 - **HELPDESK_TICKET_PRIORITY_CHOICES** Customize the priority choices for all tickets.

  The **default** is below::
--- a/helpdesk/forms.py
+++ b/helpdesk/forms.py
@ -186,10 +186,10 @@ class EditFollowUpForm(forms.ModelForm):
        exclude = ('date', 'user',)

    def __init__(self, *args, **kwargs):
-        """Filter not openned tickets here."""
+        """Filter not opened tickets here."""
        super(EditFollowUpForm, self).__init__(*args, **kwargs)
        self.fields["ticket"].queryset = Ticket.objects.filter(
-            status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
+            status__in=Ticket.OPEN_STATUSES)


 class AbstractTicketForm(CustomFieldMixin, forms.Form):
--- a/helpdesk/management/commands/escalate_tickets.py
+++ b/helpdesk/management/commands/escalate_tickets.py
@ -83,9 +83,12 @@ def escalate_tickets(queues, verbose):
        if verbose:
            print("Processing: %s" % q)

+        Q_OPEN_STATUSES = Q()
+        for open_status in Ticket.OPEN_STATUSES:
+            Q_OPEN_STATUSES |= Q(status=open_status)
+        
        for t in q.ticket_set.filter(
-            Q(status=Ticket.OPEN_STATUS) |
-                Q(status=Ticket.REOPENED_STATUS)
+            Q_OPEN_STATUSES
        ).exclude(
            priority=1
        ).filter(
--- a/helpdesk/models.py
+++ b/helpdesk/models.py
@ -463,19 +463,15 @@ class Ticket(models.Model):
    the dashboard to prompt users to take ownership of them.
    """

-    OPEN_STATUS = 1
-    REOPENED_STATUS = 2
-    RESOLVED_STATUS = 3
-    CLOSED_STATUS = 4
-    DUPLICATE_STATUS = 5
+    OPEN_STATUS = helpdesk_settings.OPEN_STATUS
+    REOPENED_STATUS = helpdesk_settings.REOPENED_STATUS
+    RESOLVED_STATUS = helpdesk_settings.RESOLVED_STATUS
+    CLOSED_STATUS = helpdesk_settings.CLOSED_STATUS
+    DUPLICATE_STATUS = helpdesk_settings.DUPLICATE_STATUS

-    STATUS_CHOICES = (
-        (OPEN_STATUS, _('Open')),
-        (REOPENED_STATUS, _('Reopened')),
-        (RESOLVED_STATUS, _('Resolved')),
-        (CLOSED_STATUS, _('Closed')),
-        (DUPLICATE_STATUS, _('Duplicate')),
-    )
+    STATUS_CHOICES = helpdesk_settings.TICKET_STATUS_CHOICES
+    OPEN_STATUSES = helpdesk_settings.TICKET_OPEN_STATUSES
+    STATUS_CHOICES_FLOW = helpdesk_settings.TICKET_STATUS_CHOICES_FLOW

    PRIORITY_CHOICES = helpdesk_settings.TICKET_PRIORITY_CHOICES

@ -715,6 +711,22 @@ class Ticket(models.Model):
        return u'%s%s%s' % (self.get_status_display(), held_msg, dep_msg)
    get_status = property(_get_status)

+    def _get_allowed_status_flow(self):
+        """
+        Returns the list of allowed ticket status modifications for current state.
+        """
+        status_id_list = self.STATUS_CHOICES_FLOW.get(self.status, ())
+        if status_id_list:
+            # keep defined statuses in order and add labels for display
+            status_dict = dict(helpdesk_settings.TICKET_STATUS_CHOICES)
+            new_statuses = [(status_id, status_dict.get(status_id, _('No label')))
+                            for status_id in status_id_list]
+        else:
+            # defaults to all choices if status was not mapped
+            new_statuses = helpdesk_settings.TICKET_STATUS_CHOICES
+        return new_statuses
+    get_allowed_status_flow = property(_get_allowed_status_flow)
+
    def _get_ticket_url(self):
        """
        Returns a publicly-viewable URL for this ticket, used when giving
@ -771,9 +783,8 @@ class Ticket(models.Model):
        True = any dependencies are resolved
        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
+            depends_on__status__in=Ticket.OPEN_STATUSES).count() == 0
    can_be_resolved = property(_can_be_resolved)

    def get_submitter_userprofile(self):
--- a/helpdesk/settings.py
+++ b/helpdesk/settings.py
@ -103,6 +103,42 @@ ALLOWED_URL_SCHEMES = getattr(settings, 'ALLOWED_URL_SCHEMES', (
    'file', 'ftp', 'ftps', 'http', 'https', 'irc', 'mailto', 'sftp', 'ssh', 'tel', 'telnet', 'tftp', 'vnc', 'xmpp',
 ))

+# Ticket status choices
+OPEN_STATUS = getattr(settings, 'HELPDESK_TICKET_OPEN_STATUS', 1)
+REOPENED_STATUS = getattr(settings, 'HELPDESK_TICKET_REOPENED_STATUS', 2)
+RESOLVED_STATUS = getattr(settings, 'HELPDESK_TICKET_RESOLVED_STATUS', 3)
+CLOSED_STATUS = getattr(settings, 'HELPDESK_TICKET_CLOSED_STATUS', 4)
+DUPLICATE_STATUS = getattr(settings, 'HELPDESK_TICKET_DUPLICATE_STATUS', 5)
+
+DEFAULT_TICKET_STATUS_CHOICES = (
+    (OPEN_STATUS, _('Open')),
+    (REOPENED_STATUS, _('Reopened')),
+    (RESOLVED_STATUS, _('Resolved')),
+    (CLOSED_STATUS, _('Closed')),
+    (DUPLICATE_STATUS, _('Duplicate')),
+)
+TICKET_STATUS_CHOICES = getattr(settings,
+                                'HELPDESK_TICKET_STATUS_CHOICES',
+                                DEFAULT_TICKET_STATUS_CHOICES)
+
+# List of status choices considered as "open"
+DEFAULT_TICKET_OPEN_STATUSES = (OPEN_STATUS, REOPENED_STATUS)       
+TICKET_OPEN_STATUSES = getattr(settings,
+                               'HELPDESK_TICKET_OPEN_STATUSES',
+                               DEFAULT_TICKET_OPEN_STATUSES)
+
+# New status list choices depending on current ticket status
+DEFAULT_TICKET_STATUS_CHOICES_FLOW = {
+    OPEN_STATUS: (OPEN_STATUS, RESOLVED_STATUS, CLOSED_STATUS, DUPLICATE_STATUS,),
+    REOPENED_STATUS: (REOPENED_STATUS, RESOLVED_STATUS, CLOSED_STATUS, DUPLICATE_STATUS,),
+    RESOLVED_STATUS: (REOPENED_STATUS, RESOLVED_STATUS, CLOSED_STATUS,),
+    CLOSED_STATUS: (REOPENED_STATUS, CLOSED_STATUS,),
+    DUPLICATE_STATUS: (REOPENED_STATUS, DUPLICATE_STATUS,),
+}
+TICKET_STATUS_CHOICES_FLOW = getattr(settings,
+                                     'HELPDESK_TICKET_STATUS_CHOICES_FLOW',
+                                     DEFAULT_TICKET_STATUS_CHOICES_FLOW)
+
 # Ticket priority choices
 DEFAULT_TICKET_PRIORITY_CHOICES = (
    (1, _('1. Critical')),
@ -112,8 +148,8 @@ DEFAULT_TICKET_PRIORITY_CHOICES = (
    (5, _('5. Very Low')),
 )
 TICKET_PRIORITY_CHOICES = getattr(settings,
-                           'HELPDESK_TICKET_PRIORITY_CHOICES',
-                           DEFAULT_TICKET_PRIORITY_CHOICES)
+                                  'HELPDESK_TICKET_PRIORITY_CHOICES',
+                                  DEFAULT_TICKET_PRIORITY_CHOICES)

 ############################
 # options for public pages #
--- a/helpdesk/templates/helpdesk/public_view_ticket.html
+++ b/helpdesk/templates/helpdesk/public_view_ticket.html
@ -107,31 +107,12 @@

        {% if not ticket.can_be_resolved %}<dd>{% trans "This ticket cannot be resolved or closed until the tickets it depends on are resolved." %}</dd>{% endif %}
        {% if ticket.status == 1 %}
-        <input type="hidden" name="new_status" value="{{ ticket.status }}" />
-        {% endif %}
-        {% if ticket.status == 2 %}
+            <input type="hidden" name="new_status" value="{{ ticket.status }}" />
+        {% else %}
        <dd><div class="form-group">
-            <label for='st_reopened' class='active radio-inline'><input type='radio' name='new_status' value='2' id='st_reopened' checked='checked'>{% trans "Reopened" %} &raquo;</label>
-            <label class="radio-inline" for='st_resolved'><input type='radio' name='new_status' value='3' id='st_resolved'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}>{% trans "Resolved" %} &raquo;</label>
-            <label class="radio-inline" for='st_closed'><input type='radio' name='new_status' value='4' id='st_closed'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}>{% trans "Closed" %} &raquo;</label>
-            <label class="radio-inline" for='st_duplicate'><input type='radio' name='new_status' value='5' id='st_duplicate'>{% trans "Duplicate" %}</label>
-        </div></dd>
-        {% endif %}
-        {% if ticket.status == 3 %}
-        <dd><div class="form-group">
-            <label for='st_reopened' class="radio-inline"><input type='radio' name='new_status' value='2' id='st_reopened'>{% trans "Reopened" %} &laquo;</label>
-            <label for='st_resolved' class='active radio-inline'><input type='radio' name='new_status' value='3' id='st_resolved' checked='checked'>{% trans "Resolved" %} &raquo;</label>
-            <label class="radio-inline" for='st_closed'><input type='radio' name='new_status' value='4' id='st_closed'>{% trans "Closed" %}</label>
-        </div></dd>
-        {% endif %}
-        {% if ticket.status == 4 %}
-        <dd><div class="form-group"><label for='st_reopened' class="radio-inline"><input type='radio' name='new_status' value='2' id='st_reopened'>{% trans "Reopened" %} &laquo;</label>
-        <label class="radio-inline" for='st_closed'><input type='radio' name='new_status' value='4' id='st_closed' checked='checked'>{% trans "Closed" %}</label></div></dd>
-        {% endif %}
-        {% if ticket.status == 5 %}
-        <dd><div class="form-group">
-            <label class="radio-inline" for='st_reopened'><input type='radio' name='new_status' value='2' id='st_reopened'>{% trans "Reopened" %} &laquo;</label>
-            <label class="radio-inline" for='st_duplicate'><input type='radio' name='new_status' value='5' id='st_duplicate' checked='checked'>{% trans "Duplicate" %}</label>
+        {% for status_choice in ticket.get_allowed_status_flow %}
+            <label for='st_{{ status_choice.1|lower }}' class='{% if ticket.status == status_choice.0 %}active {% endif %}radio-inline'><input type='radio' name='new_status' value='{{ status_choice.0 }}' id='st_{{ status_choice.1|lower }}'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}{% if ticket.status == status_choice.0 %} checked='checked'{% endif %}>{{ status_choice.1 }}{% if forloop.last %}{% else %} &raquo;{% endif %}</label>
+        {% endfor %}
        </div></dd>
        {% endif %}

--- a/helpdesk/templates/helpdesk/ticket.html
+++ b/helpdesk/templates/helpdesk/ticket.html
@ -109,39 +109,11 @@

                <dt><label>{% trans "New Status" %}</label></dt>
                {% if not ticket.can_be_resolved %}<dd>{% trans "This ticket cannot be resolved or closed until the tickets it depends on are resolved." %}</dd>{% endif %}
-                {% if ticket.status == 1 %}
                <dd><div class="form-group">
-                    <label for='st_open' class='active radio-inline'><input type='radio' name='new_status' value='1' id='st_open' checked='checked'>{% trans "Open" %} &raquo;</label>
-                    <label for='st_resolved' class="radio-inline"><input type='radio' name='new_status' value='3' id='st_resolved'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}>{% trans "Resolved" %} &raquo;</label>
-                    <label for='st_closed' class="radio-inline"><input type='radio' name='new_status' value='4' id='st_closed'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}>{% trans "Closed" %} &raquo;</label>
-                    <label class="radio-inline" for='st_duplicate'><input type='radio' name='new_status' value='5' id='st_duplicate'>{% trans "Duplicate" %}</label>
+                {% for status_choice in ticket.get_allowed_status_flow %}
+                    <label for='st_{{ status_choice.1|lower }}' class='{% if ticket.status == status_choice.0 %}active {% endif %}radio-inline'><input type='radio' name='new_status' value='{{ status_choice.0 }}' id='st_{{ status_choice.1|lower }}'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}{% if ticket.status == status_choice.0 %} checked='checked'{% endif %}>{{ status_choice.1 }}{% if forloop.last %}{% else %} &raquo;{% endif %}</label>
+                {% endfor %}
                </div></dd>
-                {% endif %}
-                {% if ticket.status == 2 %}
-                <dd><div class="form-group">
-                    <label for='st_reopened' class='active radio-inline'><input type='radio' name='new_status' value='2' id='st_reopened' checked='checked'>{% trans "Reopened" %} &raquo;</label>
-                    <label class="radio-inline" for='st_resolved'><input type='radio' name='new_status' value='3' id='st_resolved'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}>{% trans "Resolved" %} &raquo;</label>
-                    <label class="radio-inline" for='st_closed'><input type='radio' name='new_status' value='4' id='st_closed'{% if not ticket.can_be_resolved %} disabled='disabled'{% endif %}>{% trans "Closed" %} &raquo;</label>
-                    <label class="radio-inline" for='st_duplicate'><input type='radio' name='new_status' value='5' id='st_duplicate'>{% trans "Duplicate" %}</label>
-                </div></dd>
-                {% endif %}
-                {% if ticket.status == 3 %}
-                <dd><div class="form-group">
-                    <label for='st_reopened' class="radio-inline"><input type='radio' name='new_status' value='2' id='st_reopened'>{% trans "Reopened" %} &laquo;</label>
-                    <label for='st_resolved' class='active radio-inline'><input type='radio' name='new_status' value='3' id='st_resolved' checked='checked'>{% trans "Resolved" %} &raquo;</label>
-                    <label class="radio-inline" for='st_closed'><input type='radio' name='new_status' value='4' id='st_closed'>{% trans "Closed" %}</label>
-                </div></dd>
-                {% endif %}
-                {% if ticket.status == 4 %}
-                <dd><div class="form-group"><label for='st_reopened' class="radio-inline"><input type='radio' name='new_status' value='2' id='st_reopened'>{% trans "Reopened" %} &laquo;</label>
-                <label class="radio-inline" for='st_closed'><input type='radio' name='new_status' value='4' id='st_closed' checked='checked'>{% trans "Closed" %}</label></div></dd>
-                {% endif %}
-                {% if ticket.status == 5 %}
-                <dd><div class="form-group">
-                    <label class="radio-inline" for='st_reopened'><input type='radio' name='new_status' value='2' id='st_reopened'>{% trans "Reopened" %} &laquo;</label>
-                    <label class="radio-inline" for='st_duplicate'><input type='radio' name='new_status' value='5' id='st_duplicate' checked='checked'>{% trans "Duplicate" %}</label>
-                </div></dd>
-                {% endif %}

                {% if helpdesk_settings.HELPDESK_UPDATE_PUBLIC_DEFAULT %}
                <input type='hidden' name='public' value='1'>
--- a/helpdesk/views/feeds.py
+++ b/helpdesk/views/feeds.py
@ -19,6 +19,11 @@ from helpdesk.models import FollowUp, Queue, Ticket
 User = get_user_model()


+Q_OPEN_STATUSES = Q()
+for open_status in Ticket.OPEN_STATUSES:
+    Q_OPEN_STATUSES |= Q(status=open_status)
+
+
 class OpenTicketsByUser(Feed):
    title_template = 'helpdesk/rss/ticket_title.html'
    description_template = 'helpdesk/rss/ticket_description.html'
@ -73,15 +78,11 @@ class OpenTicketsByUser(Feed):
                assigned_to=obj['user']
            ).filter(
                queue=obj['queue']
-            ).filter(
-                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-            )
+            ).filter(Q_OPEN_STATUSES)
        else:
            return Ticket.objects.filter(
                assigned_to=obj['user']
-            ).filter(
-                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-            )
+            ).filter(Q_OPEN_STATUSES)

    def item_pubdate(self, item):
        return item.created
@ -104,9 +105,7 @@ 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)
-        )
+        ).filter(Q_OPEN_STATUSES)

    def item_pubdate(self, item):
        return item.created
@ -157,9 +156,7 @@ class OpenTicketsByQueue(Feed):
    def items(self, obj):
        return Ticket.objects.filter(
            queue=obj
-        ).filter(
-            Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-        )
+        ).filter(Q_OPEN_STATUSES)

    def item_pubdate(self, item):
        return item.created