diff --git a/docs/settings.rst b/docs/settings.rst
index 97f51768..56199046 100644
--- 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::
diff --git a/helpdesk/forms.py b/helpdesk/forms.py
index f9abe18c..e63072cd 100644
--- 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):
diff --git a/helpdesk/management/commands/escalate_tickets.py b/helpdesk/management/commands/escalate_tickets.py
index d0a920a8..82cb1948 100644
--- 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(
diff --git a/helpdesk/models.py b/helpdesk/models.py
index 02e09ca1..b585f9ea 100644
--- 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):
diff --git a/helpdesk/settings.py b/helpdesk/settings.py
index e23a59cf..cf5ca644 100644
--- 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 #
diff --git a/helpdesk/templates/helpdesk/public_view_ticket.html b/helpdesk/templates/helpdesk/public_view_ticket.html
index cdca2de7..62f37a43 100644
--- 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 %}{% trans "This ticket cannot be resolved or closed until the tickets it depends on are resolved." %}{% endif %}
{% if ticket.status == 1 %}
-
- {% endif %}
- {% if ticket.status == 2 %}
+
+ {% else %}
-
-
-
-
-
- {% endif %}
- {% if ticket.status == 3 %}
-
-
-
-
-
- {% endif %}
- {% if ticket.status == 4 %}
-
-
- {% endif %}
- {% if ticket.status == 5 %}
-
-
-
+ {% for status_choice in ticket.get_allowed_status_flow %}
+
+ {% endfor %}
{% endif %}
diff --git a/helpdesk/templates/helpdesk/ticket.html b/helpdesk/templates/helpdesk/ticket.html
index b3d814c0..b4eb61db 100644
--- a/helpdesk/templates/helpdesk/ticket.html
+++ b/helpdesk/templates/helpdesk/ticket.html
@@ -109,39 +109,11 @@
{% if not ticket.can_be_resolved %}{% trans "This ticket cannot be resolved or closed until the tickets it depends on are resolved." %}{% endif %}
- {% if ticket.status == 1 %}
-
-
-
-
+ {% for status_choice in ticket.get_allowed_status_flow %}
+
+ {% endfor %}
- {% endif %}
- {% if ticket.status == 2 %}
-
-
-
-
-
-
- {% endif %}
- {% if ticket.status == 3 %}
-
-
-
-
-
- {% endif %}
- {% if ticket.status == 4 %}
-
-
- {% endif %}
- {% if ticket.status == 5 %}
-
-
-
-
- {% endif %}
{% if helpdesk_settings.HELPDESK_UPDATE_PUBLIC_DEFAULT %}
diff --git a/helpdesk/views/feeds.py b/helpdesk/views/feeds.py
index cccf4b19..0653a242 100644
--- 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