""" Jutda Helpdesk - A Django powered ticket tracker for small enterprise. (c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details. views/staff.py - The bulk of the application - provides most business logic and renders all staff-facing views. """ from datetime import datetime 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.core.urlresolvers import reverse from django.db import connection from django.db.models import Q from django.http import HttpResponseRedirect, Http404, HttpResponse from django.shortcuts import render_to_response, get_object_or_404 from django.template import loader, Context, RequestContext from django.utils.translation import ugettext as _ from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict, apply_query, safe_template_context from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail 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) def dashboard(request): """ A quick summary overview for users: A list of their own tickets, a table showing ticket counts by queue/status, and a list of unassigned tickets with options for them to 'Take' ownership of said tickets. """ tickets = Ticket.objects.filter( assigned_to=request.user, ).exclude( status=Ticket.CLOSED_STATUS, ) unassigned_tickets = Ticket.objects.filter( assigned_to__isnull=True, ).exclude( status=Ticket.CLOSED_STATUS, ) # The following query builds a grid of queues & ticket statuses, # to be displayed to the user. EG: # Open Resolved # Queue 1 10 4 # Queue 2 4 12 cursor = connection.cursor() cursor.execute(""" SELECT q.id as queue, q.title AS name, COUNT(CASE t.status WHEN '1' THEN t.id WHEN '2' THEN t.id END) AS open, COUNT(CASE t.status WHEN '3' THEN t.id END) AS resolved FROM helpdesk_ticket t, helpdesk_queue q WHERE q.id = t.queue_id GROUP BY queue, name ORDER BY q.id; """) dash_tickets = query_to_dict(cursor.fetchall(), cursor.description) return render_to_response('helpdesk/dashboard.html', RequestContext(request, { 'user_tickets': tickets, 'unassigned_tickets': unassigned_tickets, 'dash_tickets': dash_tickets, })) dashboard = login_required(dashboard) def delete_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if request.method == 'GET': return render_to_response('helpdesk/delete_ticket.html', RequestContext(request, { 'ticket': ticket, })) else: ticket.delete() return HttpResponseRedirect(reverse('helpdesk_home')) delete_ticket = login_required(delete_ticket) def view_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if request.GET.has_key('take'): # Allow the user to assign the ticket to themselves whilst viewing it. ticket.assigned_to = request.user ticket.save() if request.GET.has_key('close') and ticket.status == Ticket.RESOLVED_STATUS: if not ticket.assigned_to: owner = 0 else: owner = ticket.assigned_to.id # Trick the update_ticket() view into thinking it's being called with # a valid POST. request.POST = { 'new_status': Ticket.CLOSED_STATUS, 'public': 1, 'owner': owner, 'title': ticket.title, 'comment': _('Accepted resolution and closed ticket'), } return update_ticket(request, ticket_id) return render_to_response('helpdesk/ticket.html', RequestContext(request, { 'ticket': ticket, 'active_users': User.objects.filter(is_active=True), 'priorities': Ticket.PRIORITY_CHOICES, 'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)), })) view_ticket = login_required(view_ticket) def update_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) comment = request.POST.get('comment', '') new_status = int(request.POST.get('new_status', ticket.status)) title = request.POST.get('title', '') public = request.POST.get('public', False) owner = int(request.POST.get('owner', None)) priority = int(request.POST.get('priority', ticket.priority)) # We need to allow the 'ticket' and 'queue' contexts to be applied to the # comment. from django.template import loader, Context context = Context(safe_template_context(ticket)) comment = loader.get_template_from_string(comment).render(context) if not owner and ticket.assigned_to: owner = ticket.assigned_to.id f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment, user=request.user) f.public = public reassigned = False if owner: if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to): new_user = User.objects.get(id=owner) f.title = _('Assigned to %(username)s') % { 'username': new_user.username, } ticket.assigned_to = new_user reassigned = True elif owner == 0: f.title = _('Unassigned') ticket.assigned_to = None if new_status != ticket.status: ticket.status = new_status ticket.save() f.new_status = new_status if f.title: f.title += ' and %s' % ticket.get_status_display() else: f.title = '%s' % ticket.get_status_display() if not f.title: if f.comment: f.title = _('Comment') else: f.title = _('Updated') f.save() if title != ticket.title: c = TicketChange( followup=f, field=_('Title'), old_value=ticket.title, new_value=title, ) c.save() ticket.title = title if priority != ticket.priority: c = TicketChange( followup=f, field=_('Priority'), old_value=ticket.priority, new_value=priority, ) c.save() ticket.priority = priority if f.new_status == Ticket.RESOLVED_STATUS: ticket.resolution = comment if ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))): context = { 'ticket': ticket, 'queue': ticket.queue, 'resolution': ticket.resolution, 'comment': f.comment, } if f.new_status == Ticket.RESOLVED_STATUS: template = 'resolved_submitter' elif f.new_status == Ticket.CLOSED_STATUS: template = 'closed_submitter' else: template = 'updated_submitter' send_templated_mail( template, context, recipients=ticket.submitter_email, sender=ticket.queue.from_address, fail_silently=True, ) if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email: # We only send e-mails to staff members if the ticket is updated by # another user. if reassigned: template_staff = 'assigned_owner' elif f.new_status == Ticket.RESOLVED_STATUS: template_staff = 'resolved_owner' elif f.new_status == Ticket.CLOSED_STATUS: template_staff = 'closed_owner' else: template_staff = 'updated_owner' if (not reassigned or ( reassigned and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_assign', False))) or (not reassigned and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_change', False)): send_templated_mail( template_staff, context, recipients=ticket.assigned_to.email, sender=ticket.queue.from_address, fail_silently=True, ) if ticket.queue.updated_ticket_cc: if reassigned: template_cc = 'assigned_cc' elif f.new_status == Ticket.RESOLVED_STATUS: template_cc = 'resolved_cc' elif f.new_status == Ticket.CLOSED_STATUS: template_cc = 'closed_cc' else: template_cc = 'updated_cc' send_templated_mail( template_cc, context, recipients=ticket.queue.updated_ticket_cc, sender=ticket.queue.from_address, fail_silently=True, ) if request.FILES: for file in request.FILES.getlist('attachment'): filename = file['filename'].replace(' ', '_') a = Attachment( followup=f, filename=filename, mime_type=file['content-type'], size=len(file['content']), ) a.file.save(file['filename'], ContentFile(file['content'])) a.save() ticket.save() return HttpResponseRedirect(ticket.get_absolute_url()) update_ticket = login_required(update_ticket) def ticket_list(request): context = {} # Query_params will hold a dictionary of paramaters relating to # a query, to be saved if needed: query_params = { 'filtering': {}, 'sorting': None, 'sortreverse': False, 'keyword': None, 'other_filter': None, } from_saved_query = False if request.GET.get('saved_query', None): from_saved_query = True try: saved_query = SavedSearch.objects.get(pk=request.GET.get('saved_query')) except SavedSearch.DoesNotExist: return HttpResponseRedirect(reverse('helpdesk_list')) if not (saved_query.shared or saved_query.user == request.user): return HttpResponseRedirect(reverse('helpdesk_list')) import base64, cPickle query_params = cPickle.loads(base64.urlsafe_b64decode(str(saved_query.query))) elif not ( request.GET.has_key('queue') or request.GET.has_key('assigned_to') or request.GET.has_key('status') or request.GET.has_key('q') or request.GET.has_key('sort') or request.GET.has_key('sortreverse') ): # Fall-back if no querying is being done, force the list to only # show open/reopened/resolved (not closed) cases sorted by creation # date. query_params = { 'filtering': {'status__in': [1, 2, 3]}, 'sorting': 'created', } else: queues = request.GET.getlist('queue') if queues: queues = [int(q) for q in queues] query_params['filtering']['queue__id__in'] = queues owners = request.GET.getlist('assigned_to') if owners: owners = [int(u) for u in owners] query_params['filtering']['assigned_to__id__in'] = owners statuses = request.GET.getlist('status') if statuses: statuses = [int(s) for s in statuses] query_params['filtering']['status__in'] = statuses ### KEYWORD SEARCHING q = request.GET.get('q', None) if q: qset = ( Q(title__icontains=q) | Q(description__icontains=q) | Q(resolution__icontains=q) | Q(submitter_email__icontains=q) ) context = dict(context, query=q) query_params['other_filter'] = qset ### SORTING sort = request.GET.get('sort', None) if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority'): sort = 'created' query_params['sorting'] = sort sortreverse = request.GET.get('sortreverse', None) query_params['sortreverse'] = sortreverse tickets = apply_query(Ticket.objects.select_related(), query_params) import cPickle, base64 urlsafe_query = base64.urlsafe_b64encode(cPickle.dumps(query_params)) user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True)) return render_to_response('helpdesk/ticket_list.html', RequestContext(request, dict( context, tickets=tickets, user_choices=User.objects.filter(is_active=True), queue_choices=Queue.objects.all(), 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, ))) ticket_list = login_required(ticket_list) def create_ticket(request): if request.method == 'POST': form = TicketForm(request.POST) form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()] form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)] if form.is_valid(): ticket = form.save(user=request.user) return HttpResponseRedirect(ticket.get_absolute_url()) else: form = TicketForm() form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()] form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True)] return render_to_response('helpdesk/create_ticket.html', RequestContext(request, { 'form': form, })) create_ticket = login_required(create_ticket) def raw_details(request, type): # TODO: This currently only supports spewing out 'PreSetReply' objects, # 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',): raise Http404 if type == 'preset' and request.GET.get('id', False): try: preset = PreSetReply.objects.get(id=request.GET.get('id')) return HttpResponse(preset.body) except PreSetReply.DoesNotExist: raise Http404 raise Http404 raw_details = login_required(raw_details) def hold_ticket(request, ticket_id, unhold=False): ticket = get_object_or_404(Ticket, id=ticket_id) if unhold: ticket.on_hold = False title = _('Ticket taken off hold') else: ticket.on_hold = True title = _('Ticket placed on hold') f = FollowUp( ticket = ticket, user = request.user, title = title, date = datetime.now(), public = True, ) f.save() ticket.save() return HttpResponseRedirect(ticket.get_absolute_url()) hold_ticket = login_required(hold_ticket) def unhold_ticket(request, ticket_id): return hold_ticket(request, ticket_id, unhold=True) unhold_ticket = login_required(unhold_ticket) def rss_list(request): return render_to_response('helpdesk/rss_list.html', RequestContext(request, { 'queues': Queue.objects.all(), })) rss_list = login_required(rss_list) def report_index(request): return render_to_response('helpdesk/report_index.html', RequestContext(request, {})) report_index = login_required(report_index) def run_report(request, report): priority_sql = [] priority_columns = [] for p in Ticket.PRIORITY_CHOICES: priority_sql.append("COUNT(CASE t.priority WHEN '%s' THEN t.id END) AS \"%s\"" % (p[0], p[1]._proxy____unicode_cast())) priority_columns.append("%s" % p[1]._proxy____unicode_cast()) priority_sql = ", ".join(priority_sql) status_sql = [] status_columns = [] for s in Ticket.STATUS_CHOICES: status_sql.append("COUNT(CASE t.status WHEN '%s' THEN t.id END) AS \"%s\"" % (s[0], s[1]._proxy____unicode_cast())) status_columns.append("%s" % s[1]._proxy____unicode_cast()) status_sql = ", ".join(status_sql) queue_sql = [] queue_columns = [] for q in Queue.objects.all(): queue_sql.append("COUNT(CASE t.queue_id WHEN '%s' THEN t.id END) AS \"%s\"" % (q.id, q.title)) queue_columns.append(q.title) queue_sql = ", ".join(queue_sql) month_sql = [] months = ( 'Jan', 'Feb', 'Mar', 'Apr', 'May', 'Jun', 'Jul', 'Aug', 'Sep', 'Oct', 'Nov', 'Dec', ) month_columns = [] first_ticket = Ticket.objects.all().order_by('created')[0] first_month = first_ticket.created.month first_year = first_ticket.created.year last_ticket = Ticket.objects.all().order_by('-created')[0] last_month = last_ticket.created.month last_year = last_ticket.created.year periods = [] year, month = first_year, first_month working = True while working: temp = (year, month) month += 1 if month > 12: year += 1 month = 1 if month > last_month and year >= last_year: working = False periods.append((temp, (year, month))) for (low_bound, upper_bound) in periods: low_sqlmonth = '%s-%02i-01' % (low_bound[0], low_bound[1]) upper_sqlmonth = '%s-%02i-01' % (upper_bound[0], upper_bound[1]) desc = '%s %s' % (months[low_bound[1]-1], low_bound[0]) month_sql.append(""" COUNT( CASE 1 = 1 WHEN (date(t.created) >= date('%s') AND date(t.created) < date('%s')) THEN t.id END) AS "%s" """ % (low_sqlmonth, upper_sqlmonth, desc)) month_columns.append(desc) month_sql = ", ".join(month_sql) queue_base_sql = """ SELECT q.title as queue, %s FROM helpdesk_ticket t, helpdesk_queue q WHERE q.id = t.queue_id GROUP BY queue ORDER BY queue; """ user_base_sql = """ SELECT u.username as username, %s FROM helpdesk_ticket t, auth_user u WHERE u.id = t.assigned_to_id GROUP BY u.username ORDER BY u.username; """ if report == 'userpriority': sql = user_base_sql % priority_sql columns = ['username'] + priority_columns title = 'User by Priority' elif report == 'userqueue': sql = user_base_sql % queue_sql columns = ['username'] + queue_columns title = 'User by Queue' elif report == 'userstatus': sql = user_base_sql % status_sql columns = ['username'] + status_columns title = 'User by Status' elif report == 'usermonth': sql = user_base_sql % month_sql columns = ['username'] + month_columns title = 'User by Month' elif report == 'queuepriority': sql = queue_base_sql % priority_sql columns = ['queue'] + priority_columns title = 'Queue by Priority' elif report == 'queuestatus': sql = queue_base_sql % status_sql columns = ['queue'] + status_columns title = 'Queue by Status' elif report == 'queuemonth': sql = queue_base_sql % month_sql columns = ['queue'] + month_columns title = 'Queue by Month' cursor = connection.cursor() cursor.execute(sql) report_output = query_to_dict(cursor.fetchall(), cursor.description) data = [] for record in report_output: line = [] for c in columns: line.append(record[c]) data.append(line) if report in ('queuemonth', 'usermonth'): chart_url = line_chart([columns] + data) elif report in ('queuestatus', 'queuepriority', 'userstatus', 'userpriority'): chart_url = bar_chart([columns] + data) else: chart_url = '' return render_to_response('helpdesk/report_output.html', RequestContext(request, { 'headings': columns, 'data': data, 'chart': chart_url, 'title': title, })) run_report = login_required(run_report) def save_query(request): title = request.POST.get('title', None) shared = request.POST.get('shared', False) query_encoded = request.POST.get('query_encoded', None) if not title or not query_encoded: 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)) save_query = login_required(save_query) def delete_saved_query(request, id): query = get_object_or_404(SavedSearch, id=id, user=request.user) if request.method == 'POST': query.delete() return HttpResponseRedirect(reverse('helpdesk_list')) else: return render_to_response('helpdesk/confirm_delete_saved_query.html', RequestContext(request, { 'query': query, })) delete_saved_query = login_required(delete_saved_query) def user_settings(request): s = request.user.usersettings if request.POST: form = UserSettingsForm(request.POST) if form.is_valid(): s.settings = form.cleaned_data s.save() else: form = UserSettingsForm(s.settings) return render_to_response('helpdesk/user_settings.html', RequestContext(request, { 'form': form, })) user_settings = login_required(user_settings) def email_ignore(request): return render_to_response('helpdesk/email_ignore_list.html', RequestContext(request, { 'ignore_list': IgnoreEmail.objects.all(), })) email_ignore = superuser_required(email_ignore) def email_ignore_add(request): if request.method == 'POST': form = EmailIgnoreForm(request.POST) if form.is_valid(): ignore = form.save() return HttpResponseRedirect(reverse('helpdesk_email_ignore')) else: form = EmailIgnoreForm(request.GET) return render_to_response('helpdesk/email_ignore_add.html', RequestContext(request, { 'form': form, })) email_ignore_add = superuser_required(email_ignore_add) 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')) else: return render_to_response('helpdesk/email_ignore_del.html', RequestContext(request, { 'ignore': ignore, })) email_ignore_del = superuser_required(email_ignore_del)