Merge pull request #1157 from samsplunks/main

Allow new ticket statuses configuration in settings

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::

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):

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_OPEN_STATUSES
-                Q(status=Ticket.REOPENED_STATUS)
         ).exclude(
             priority=1
         ).filter(

helpdesk/models.py

@@ -463,19 +463,15 @@ class Ticket(models.Model):
     the dashboard to prompt users to take ownership of them.
     """
 
-    OPEN_STATUS = 1
+    OPEN_STATUS = helpdesk_settings.OPEN_STATUS
-    REOPENED_STATUS = 2
+    REOPENED_STATUS = helpdesk_settings.REOPENED_STATUS
-    RESOLVED_STATUS = 3
+    RESOLVED_STATUS = helpdesk_settings.RESOLVED_STATUS
-    CLOSED_STATUS = 4
+    CLOSED_STATUS = helpdesk_settings.CLOSED_STATUS
-    DUPLICATE_STATUS = 5
+    DUPLICATE_STATUS = helpdesk_settings.DUPLICATE_STATUS
 
-    STATUS_CHOICES = (
+    STATUS_CHOICES = helpdesk_settings.TICKET_STATUS_CHOICES
-        (OPEN_STATUS, _('Open')),
+    OPEN_STATUSES = helpdesk_settings.TICKET_OPEN_STATUSES
-        (REOPENED_STATUS, _('Reopened')),
+    STATUS_CHOICES_FLOW = helpdesk_settings.TICKET_STATUS_CHOICES_FLOW
-        (RESOLVED_STATUS, _('Resolved')),
-        (CLOSED_STATUS, _('Closed')),
-        (DUPLICATE_STATUS, _('Duplicate')),
-    )
 
     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):

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')),

helpdesk/templates/helpdesk/public_view_ticket.html

@@ -108,30 +108,11 @@
         {% 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 %}
+        {% else %}
-        {% 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>
+        {% for status_choice in ticket.get_allowed_status_flow %}
-            <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 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>
-            <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>
+        {% endfor %}
-            <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 %}
 

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>
+                {% for status_choice in ticket.get_allowed_status_flow %}
-                    <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_{{ 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>
-                    <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>
+                {% endfor %}
-                    <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 == 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'>

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(
+            ).filter(Q_OPEN_STATUSES)
-                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-            )
         else:
             return Ticket.objects.filter(
                 assigned_to=obj['user']
-            ).filter(
+            ).filter(Q_OPEN_STATUSES)
-                Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-            )
 
     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(
+        ).filter(Q_OPEN_STATUSES)
-            Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-        )
 
     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(
+        ).filter(Q_OPEN_STATUSES)
-            Q(status=Ticket.OPEN_STATUS) | Q(status=Ticket.REOPENED_STATUS)
-        )
 
     def item_pubdate(self, item):
         return item.created