""" django-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 __future__ import unicode_literals from datetime import datetime, timedelta from django.conf import settings from django.contrib.auth import get_user_model from django.contrib.auth.decorators import user_passes_test from django.urls import reverse from django.core.exceptions import ValidationError, PermissionDenied from django.db import connection from django.db.models import Q from django.http import HttpResponseRedirect, Http404, HttpResponse from django.shortcuts import render, get_object_or_404 from django.utils.dates import MONTHS_3 from django.utils.translation import ugettext as _ from django.utils.html import escape from django import forms from django.utils import timezone from django.utils import six from helpdesk.decorators import ( helpdesk_staff_member_required, helpdesk_superuser_required, is_helpdesk_staff ) from helpdesk.forms import ( TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm, TicketCCEmailForm, TicketCCUserForm, EditFollowUpForm, TicketDependencyForm ) from helpdesk.lib import ( send_templated_mail, query_to_dict, apply_query, safe_template_context, process_attachments, queue_template_context, ) from helpdesk.models import ( Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC, TicketDependency, ) from helpdesk import settings as helpdesk_settings User = get_user_model() if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE: # treat 'normal' users like 'staff' staff_member_required = user_passes_test( lambda u: u.is_authenticated and u.is_active) else: 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 _get_user_queues(user): """Return the list of Queues the user can access. :param user: The User (the class should have the has_perm method) :return: A Python list of Queues """ all_queues = Queue.objects.all() limit_queues_by_user = \ helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION \ and not user.is_superuser if limit_queues_by_user: id_list = [q.pk for q in all_queues if user.has_perm(q.permission_name)] return all_queues.filter(pk__in=id_list) else: return all_queues def _has_access_to_queue(user, queue): """Check if a certain user can access a certain queue. :param user: The User (the class should have the has_perm method) :param queue: The django-helpdesk Queue instance :return: True if the user has permission (either by default or explicitly), false otherwise """ if user.is_superuser or not helpdesk_settings.HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION: return True else: return user.has_perm(queue.permission_name) def _is_my_ticket(user, ticket): """Check to see if the user has permission to access a ticket. If not then deny access.""" if user.is_superuser or user.is_staff or user.id == ticket.customer_id: return True else: return False @helpdesk_staff_member_required 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. """ # open & reopened tickets, assigned to current user tickets = Ticket.objects.select_related('queue').filter( assigned_to=request.user, ).exclude( status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS], ) # closed & resolved tickets, assigned to current user tickets_closed_resolved = Ticket.objects.select_related('queue').filter( assigned_to=request.user, status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS]) user_queues = _get_user_queues(request.user) unassigned_tickets = Ticket.objects.select_related('queue').filter( assigned_to__isnull=True, queue__in=user_queues ).exclude( status=Ticket.CLOSED_STATUS, ) # all tickets, reported by current user all_tickets_reported_by_current_user = '' email_current_user = request.user.email if email_current_user: all_tickets_reported_by_current_user = Ticket.objects.select_related('queue').filter( submitter_email=email_current_user, ).order_by('status') tickets_in_queues = Ticket.objects.filter( queue__in=user_queues, ) basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues) # 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 queues = _get_user_queues(request.user).values_list('id', flat=True) from_clause = """FROM helpdesk_ticket t, helpdesk_queue q""" if queues: where_clause = """WHERE q.id = t.queue_id AND q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues))) else: where_clause = """WHERE q.id = t.queue_id""" 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, COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed %s %s GROUP BY queue, name ORDER BY q.id; """ % (from_clause, where_clause)) dash_tickets = query_to_dict(cursor.fetchall(), cursor.description) return render(request, 'helpdesk/dashboard.html', { 'user_tickets': tickets, 'user_tickets_closed_resolved': tickets_closed_resolved, 'unassigned_tickets': unassigned_tickets, 'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user, 'basic_ticket_stats': basic_ticket_stats, }) dashboard = staff_member_required(dashboard) @helpdesk_staff_member_required def delete_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() if request.method == 'GET': return render(request, 'helpdesk/delete_ticket.html', { 'ticket': ticket, }) else: ticket.delete() return HttpResponseRedirect(reverse('helpdesk:home')) delete_ticket = staff_member_required(delete_ticket) @helpdesk_staff_member_required def followup_edit(request, ticket_id, followup_id): """Edit followup options with an ability to change the ticket.""" followup = get_object_or_404(FollowUp, id=followup_id) ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() if request.method == 'GET': form = EditFollowUpForm(initial={ 'title': escape(followup.title), 'ticket': followup.ticket, 'comment': escape(followup.comment), 'public': followup.public, 'new_status': followup.new_status, }) ticketcc_string, show_subscribe = \ return_ticketccstring_and_show_subscribe(request.user, ticket) return render(request, 'helpdesk/followup_edit.html', { 'followup': followup, 'ticket': ticket, 'form': form, 'ticketcc_string': ticketcc_string, }) elif request.method == 'POST': form = EditFollowUpForm(request.POST) if form.is_valid(): title = form.cleaned_data['title'] _ticket = form.cleaned_data['ticket'] comment = form.cleaned_data['comment'] public = form.cleaned_data['public'] new_status = form.cleaned_data['new_status'] # will save previous date old_date = followup.date new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, ) # keep old user if one did exist before. if followup.user: new_followup.user = followup.user new_followup.save() # get list of old attachments & link them to new_followup attachments = Attachment.objects.filter(followup=followup) for attachment in attachments: attachment.followup = new_followup attachment.save() # delete old followup followup.delete() return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id])) followup_edit = staff_member_required(followup_edit) @helpdesk_staff_member_required def followup_delete(request, ticket_id, followup_id): """followup delete for superuser""" ticket = get_object_or_404(Ticket, id=ticket_id) if not request.user.is_superuser: return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id])) followup = get_object_or_404(FollowUp, id=followup_id) followup.delete() return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id])) followup_delete = staff_member_required(followup_delete) @helpdesk_staff_member_required def view_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() if 'take' in request.GET: # Allow the user to assign the ticket to themselves whilst viewing it. # Trick the update_ticket() view into thinking it's being called with # a valid POST. request.POST = { 'owner': request.user.id, 'public': 1, 'title': ticket.title, 'comment': '' } return update_ticket(request, ticket_id) if 'subscribe' in request.GET: # Allow the user to subscribe him/herself to the ticket whilst viewing it. ticket_cc, show_subscribe = \ return_ticketccstring_and_show_subscribe(request.user, ticket) if show_subscribe: subscribe_staff_member_to_ticket(ticket, request.user) return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id])) if 'close' in request.GET 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) if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS: users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD) else: users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD) # TODO: shouldn't this template get a form to begin with? form = TicketForm(initial={'due_date': ticket.due_date}) ticketcc_string, show_subscribe = \ return_ticketccstring_and_show_subscribe(request.user, ticket) return render(request, 'helpdesk/ticket.html', { 'ticket': ticket, 'form': form, 'active_users': users, 'priorities': Ticket.PRIORITY_CHOICES, 'preset_replies': PreSetReply.objects.filter( Q(queues=ticket.queue) | Q(queues__isnull=True)), 'ticketcc_string': ticketcc_string, 'SHOW_SUBSCRIBE': show_subscribe, }) view_ticket = staff_member_required(view_ticket) def return_ticketccstring_and_show_subscribe(user, ticket): """used in view_ticket() and followup_edit()""" # create the ticketcc_string and check whether current user is already # subscribed username = user.get_username().upper() useremail = user.email.upper() strings_to_check = list() strings_to_check.append(username) strings_to_check.append(useremail) ticketcc_string = '' all_ticketcc = ticket.ticketcc_set.all() counter_all_ticketcc = len(all_ticketcc) - 1 show_subscribe = True for i, ticketcc in enumerate(all_ticketcc): ticketcc_this_entry = str(ticketcc.display) ticketcc_string += ticketcc_this_entry if i < counter_all_ticketcc: ticketcc_string += ', ' if strings_to_check.__contains__(ticketcc_this_entry.upper()): show_subscribe = False # check whether current user is a submitter or assigned to ticket assignedto_username = str(ticket.assigned_to).upper() strings_to_check = list() if ticket.submitter_email is not None: submitter_email = ticket.submitter_email.upper() strings_to_check.append(submitter_email) strings_to_check.append(assignedto_username) if strings_to_check.__contains__(username) or strings_to_check.__contains__(useremail): show_subscribe = False return ticketcc_string, show_subscribe def subscribe_staff_member_to_ticket(ticket, user): """used in view_ticket() and update_ticket()""" ticketcc = TicketCC( ticket=ticket, user=user, can_view=True, can_update=True, ) ticketcc.save() def update_ticket(request, ticket_id, public=False): if not (public or ( request.user.is_authenticated and request.user.is_active and ( is_helpdesk_staff(request.user) or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))): return HttpResponseRedirect('%s?next=%s' % (reverse('helpdesk:login'), request.path)) 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', -1)) priority = int(request.POST.get('priority', ticket.priority)) due_date_year = int(request.POST.get('due_date_year', 0)) due_date_month = int(request.POST.get('due_date_month', 0)) due_date_day = int(request.POST.get('due_date_day', 0)) if not (due_date_year and due_date_month and due_date_day): due_date = ticket.due_date else: if ticket.due_date: due_date = ticket.due_date else: due_date = timezone.now() due_date = due_date.replace(due_date_year, due_date_month, due_date_day) no_changes = all([ not request.FILES, not comment, new_status == ticket.status, title == ticket.title, priority == int(ticket.priority), due_date == ticket.due_date, (owner == -1) or (not owner and not ticket.assigned_to) or (owner and User.objects.get(id=owner) == ticket.assigned_to), ]) if no_changes: return return_to_ticket(request.user, helpdesk_settings, ticket) # We need to allow the 'ticket' and 'queue' contexts to be applied to the # comment. context = safe_template_context(ticket) from django.template import engines template_func = engines['django'].from_string # this prevents system from trying to render any template tags # broken into two stages to prevent changes from first replace being themselves # changed by the second replace due to conflicting syntax comment = comment.replace('{%', 'X-HELPDESK-COMMENT-VERBATIM').replace('%}', 'X-HELPDESK-COMMENT-ENDVERBATIM') comment = comment.replace('X-HELPDESK-COMMENT-VERBATIM', '{% verbatim %}{%').replace('X-HELPDESK-COMMENT-ENDVERBATIM', '%}{% endverbatim %}') # render the neutralized template comment = template_func(comment).render(context) if owner is -1 and ticket.assigned_to: owner = ticket.assigned_to.id f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment) if is_helpdesk_staff(request.user): f.user = request.user f.public = public reassigned = False old_owner = ticket.assigned_to if owner is not -1: 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.get_username(), } ticket.assigned_to = new_user reassigned = True # user changed owner to 'unassign' elif owner == 0 and ticket.assigned_to is not None: f.title = _('Unassigned') ticket.assigned_to = None old_status_str = ticket.get_status_display() old_status = ticket.status if new_status != ticket.status: ticket.status = new_status ticket.save() f.new_status = new_status ticket_status_changed = True 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() files = [] if request.FILES: files = process_attachments(f, request.FILES.getlist('attachment')) if title and title != ticket.title: c = TicketChange( followup=f, field=_('Title'), old_value=ticket.title, new_value=title, ) c.save() ticket.title = title if new_status != old_status: c = TicketChange( followup=f, field=_('Status'), old_value=old_status_str, new_value=ticket.get_status_display(), ) c.save() if ticket.assigned_to != old_owner: c = TicketChange( followup=f, field=_('Owner'), old_value=old_owner, new_value=ticket.assigned_to, ) c.save() if priority != ticket.priority: c = TicketChange( followup=f, field=_('Priority'), old_value=ticket.priority, new_value=priority, ) c.save() ticket.priority = priority if due_date != ticket.due_date: c = TicketChange( followup=f, field=_('Due on'), old_value=ticket.due_date, new_value=due_date, ) c.save() ticket.due_date = due_date if new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS): if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None: ticket.resolution = comment messages_sent_to = [] # ticket might have changed above, so we re-instantiate context with the # (possibly) updated ticket. context = safe_template_context(ticket) context.update( resolution=ticket.resolution, comment=f.comment, ) if public and (f.comment or ( f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))): if f.new_status == Ticket.RESOLVED_STATUS: template = 'resolved_' elif f.new_status == Ticket.CLOSED_STATUS: template = 'closed_' else: template = 'updated_' template_suffix = 'submitter' if ticket.submitter_email: send_templated_mail( template + template_suffix, context, recipients=ticket.submitter_email, sender=ticket.queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(ticket.submitter_email) template_suffix = 'cc' for cc in ticket.ticketcc_set.all(): if cc.email_address not in messages_sent_to: send_templated_mail( template + template_suffix, context, recipients=cc.email_address, sender=ticket.queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(cc.email_address) if ticket.assigned_to and \ request.user != ticket.assigned_to and \ ticket.assigned_to.email and \ ticket.assigned_to.email not in messages_sent_to: # We only send e-mails to staff members if the ticket is updated by # another user. The actual template varies, depending on what has been # changed. 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 ticket.assigned_to.usersettings_helpdesk.settings.get( 'email_on_ticket_assign', False))) or \ (not reassigned and ticket.assigned_to.usersettings_helpdesk.settings.get( 'email_on_ticket_change', False)): send_templated_mail( template_staff, context, recipients=ticket.assigned_to.email, sender=ticket.queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(ticket.assigned_to.email) if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to: 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, files=files, ) ticket.save() # auto subscribe user if enabled if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE and request.user.is_authenticated: ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket) if SHOW_SUBSCRIBE: subscribe_staff_member_to_ticket(ticket, request.user) return return_to_ticket(request.user, helpdesk_settings, ticket) def return_to_ticket(user, helpdesk_settings, ticket): """Helper function for update_ticket""" if is_helpdesk_staff(user): return HttpResponseRedirect(ticket.get_absolute_url()) else: return HttpResponseRedirect(ticket.ticket_url) @helpdesk_staff_member_required def mass_update(request): tickets = request.POST.getlist('ticket_id') action = request.POST.get('action', None) if not (tickets and action): return HttpResponseRedirect(reverse('helpdesk:list')) if action.startswith('assign_'): parts = action.split('_') user = User.objects.get(id=parts[1]) action = 'assign' elif action == 'take': user = request.user action = 'assign' for t in Ticket.objects.filter(id__in=tickets): if not _has_access_to_queue(request.user, t.queue): continue if action == 'assign' and t.assigned_to != user: t.assigned_to = user t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Assigned to %(username)s in bulk update' % { 'username': user.get_username() }), public=True, user=request.user) f.save() elif action == 'unassign' and t.assigned_to is not None: t.assigned_to = None t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Unassigned in bulk update'), public=True, user=request.user) f.save() elif action == 'close' and t.status != Ticket.CLOSED_STATUS: t.status = Ticket.CLOSED_STATUS t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=False, user=request.user, new_status=Ticket.CLOSED_STATUS) f.save() elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS: t.status = Ticket.CLOSED_STATUS t.save() f = FollowUp(ticket=t, date=timezone.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS) f.save() # Send email to Submitter, Owner, Queue CC context = safe_template_context(t) context.update(resolution=t.resolution, queue=queue_template_context(t.queue)) messages_sent_to = [] if t.submitter_email: send_templated_mail( 'closed_submitter', context, recipients=t.submitter_email, sender=t.queue.from_address, fail_silently=True, ) messages_sent_to.append(t.submitter_email) for cc in t.ticketcc_set.all(): if cc.email_address not in messages_sent_to: send_templated_mail( 'closed_submitter', context, recipients=cc.email_address, sender=t.queue.from_address, fail_silently=True, ) messages_sent_to.append(cc.email_address) if t.assigned_to and \ request.user != t.assigned_to and \ t.assigned_to.email and \ t.assigned_to.email not in messages_sent_to: send_templated_mail( 'closed_owner', context, recipients=t.assigned_to.email, sender=t.queue.from_address, fail_silently=True, ) messages_sent_to.append(t.assigned_to.email) if t.queue.updated_ticket_cc and \ t.queue.updated_ticket_cc not in messages_sent_to: send_templated_mail( 'closed_cc', context, recipients=t.queue.updated_ticket_cc, sender=t.queue.from_address, fail_silently=True, ) elif action == 'delete': t.delete() return HttpResponseRedirect(reverse('helpdesk:list')) mass_update = staff_member_required(mass_update) @helpdesk_staff_member_required def ticket_list(request): context = {} user_queues = _get_user_queues(request.user) # Prefilter the allowed tickets base_tickets = Ticket.objects.filter(queue__in=user_queues) # Query_params will hold a dictionary of parameters relating to # a query, to be saved if needed: query_params = { 'filtering': {}, 'sorting': None, 'sortreverse': False, 'keyword': None, 'search_string': None, } from_saved_query = False # If the user is coming from the header/navigation search box, lets' first # look at their query to see if they have entered a valid ticket number. If # they have, just redirect to that ticket number. Otherwise, we treat it as # a keyword search. if request.GET.get('search_type', None) == 'header': query = request.GET.get('q') filter = None if query.find('-') > 0: try: queue, id = Ticket.queue_and_id_from_query(query) id = int(id) except ValueError: id = None if id: filter = {'queue__slug': queue, 'id': id} else: try: query = int(query) except ValueError: query = None if query: filter = {'id': int(query)} if filter: try: ticket = base_tickets.get(**filter) return HttpResponseRedirect(ticket.staff_url) except Ticket.DoesNotExist: # Go on to standard keyword searching pass saved_query = None 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 json from helpdesk.lib import b64decode try: if six.PY3: query_params = json.loads(b64decode(str(saved_query.query)).decode()) else: query_params = json.loads(b64decode(str(saved_query.query))) except ValueError: # Query deserialization failed. (E.g. was a pickled query) return HttpResponseRedirect(reverse('helpdesk:list')) elif not ('queue' in request.GET or 'assigned_to' in request.GET or 'status' in request.GET or 'q' in request.GET or 'sort' in request.GET or 'sortreverse' in request.GET): # 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: try: queues = [int(q) for q in queues] query_params['filtering']['queue__id__in'] = queues except ValueError: pass owners = request.GET.getlist('assigned_to') if owners: try: owners = [int(u) for u in owners] query_params['filtering']['assigned_to__id__in'] = owners except ValueError: pass statuses = request.GET.getlist('status') if statuses: try: statuses = [int(s) for s in statuses] query_params['filtering']['status__in'] = statuses except ValueError: pass date_from = request.GET.get('date_from') if date_from: query_params['filtering']['created__gte'] = date_from date_to = request.GET.get('date_to') if date_to: query_params['filtering']['created__lte'] = date_to # KEYWORD SEARCHING q = request.GET.get('q', None) if q: context = dict(context, query=q) query_params['search_string'] = q # 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 = base_tickets.select_related() try: ticket_qs = apply_query(tickets, query_params) except ValidationError: # invalid parameters in query, return default query query_params = { 'filtering': {'status__in': [1, 2, 3]}, 'sorting': 'created', } ticket_qs = apply_query(tickets, query_params) search_message = '' if 'query' in context and settings.DATABASES['default']['ENGINE'].endswith('sqlite'): search_message = _( '

Note: Your keyword search is case sensitive ' 'because of your database. This means the search will not ' 'be accurate. By switching to a different database system you will gain ' 'better searching! For more information, read the ' '' 'Django Documentation on string matching in SQLite.') import json from helpdesk.lib import b64encode urlsafe_query = b64encode(json.dumps(query_params).encode('UTF-8')) user_saved_queries = SavedSearch.objects.filter(Q(user=request.user) | Q(shared__exact=True)) return render(request, 'helpdesk/ticket_list.html', dict( context, tickets=ticket_qs, default_tickets_per_page=request.user.usersettings_helpdesk.settings.get('tickets_per_page') or 25, user_choices=User.objects.filter(is_active=True, is_staff=True), queue_choices=user_queues, 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, saved_query=saved_query, search_message=search_message, )) ticket_list = staff_member_required(ticket_list) @helpdesk_staff_member_required def edit_ticket(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() if request.method == 'POST': form = EditTicketForm(request.POST, instance=ticket) if form.is_valid(): ticket = form.save() return HttpResponseRedirect(ticket.get_absolute_url()) else: form = EditTicketForm(instance=ticket) return render(request, 'helpdesk/edit_ticket.html', {'form': form}) edit_ticket = staff_member_required(edit_ticket) @helpdesk_staff_member_required def create_ticket(request): if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS: assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD) else: assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD) if request.method == 'POST': form = TicketForm(request.POST, request.FILES) form.fields['queue'].choices = [('', '--------')] + [ (q.id, q.title) for q in Queue.objects.all()] form.fields['assigned_to'].choices = [('', '--------')] + [ (u.id, u.get_username()) for u in assignable_users] if form.is_valid(): ticket = form.save(user=request.user) if _has_access_to_queue(request.user, ticket.queue): return HttpResponseRedirect(ticket.get_absolute_url()) else: return HttpResponseRedirect(reverse('helpdesk:dashboard')) else: initial_data = {} if request.user.usersettings_helpdesk.settings.get('use_email_as_submitter', False) and request.user.email: initial_data['submitter_email'] = request.user.email if 'queue' in request.GET: initial_data['queue'] = request.GET['queue'] form = TicketForm(initial=initial_data) form.fields['queue'].choices = [('', '--------')] + [ (q.id, q.title) for q in Queue.objects.all()] form.fields['assigned_to'].choices = [('', '--------')] + [ (u.id, u.get_username()) for u in assignable_users] if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO: form.fields['assigned_to'].widget = forms.HiddenInput() return render(request, 'helpdesk/create_ticket.html', {'form': form}) create_ticket = staff_member_required(create_ticket) @helpdesk_staff_member_required 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 type not 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 = staff_member_required(raw_details) @helpdesk_staff_member_required def hold_ticket(request, ticket_id, unhold=False): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() 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=timezone.now(), public=True, ) f.save() ticket.save() return HttpResponseRedirect(ticket.get_absolute_url()) hold_ticket = staff_member_required(hold_ticket) @helpdesk_staff_member_required def unhold_ticket(request, ticket_id): return hold_ticket(request, ticket_id, unhold=True) unhold_ticket = staff_member_required(unhold_ticket) @helpdesk_staff_member_required def rss_list(request): return render(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()}) rss_list = staff_member_required(rss_list) @helpdesk_staff_member_required def report_index(request): number_tickets = Ticket.objects.all().count() saved_query = request.GET.get('saved_query', None) user_queues = _get_user_queues(request.user) Tickets = Ticket.objects.filter(queue__in=user_queues) basic_ticket_stats = calc_basic_ticket_stats(Tickets) # 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 queues = _get_user_queues(request.user).values_list('id', flat=True) from_clause = """FROM helpdesk_ticket t, helpdesk_queue q""" if queues: where_clause = """WHERE q.id = t.queue_id AND q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues))) else: where_clause = """WHERE q.id = t.queue_id""" 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, COUNT(CASE t.status WHEN '4' THEN t.id END) AS closed %s %s GROUP BY queue, name ORDER BY q.id; """ % (from_clause, where_clause)) dash_tickets = query_to_dict(cursor.fetchall(), cursor.description) return render(request, 'helpdesk/report_index.html', { 'number_tickets': number_tickets, 'saved_query': saved_query, 'basic_ticket_stats': basic_ticket_stats, 'dash_tickets': dash_tickets, }) report_index = staff_member_required(report_index) @helpdesk_staff_member_required def run_report(request, report): if Ticket.objects.all().count() == 0 or report not in ( 'queuemonth', 'usermonth', 'queuestatus', 'queuepriority', 'userstatus', 'userpriority', 'userqueue', 'daysuntilticketclosedbymonth'): return HttpResponseRedirect(reverse("helpdesk:report_index")) report_queryset = Ticket.objects.all().select_related().filter( queue__in=_get_user_queues(request.user) ) from_saved_query = False saved_query = None 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:report_index')) if not (saved_query.shared or saved_query.user == request.user): return HttpResponseRedirect(reverse('helpdesk:report_index')) import json from helpdesk.lib import b64decode try: if six.PY3: query_params = json.loads(b64decode(str(saved_query.query)).decode()) else: query_params = json.loads(b64decode(str(saved_query.query))) except json.JSONDecodeError: return HttpResponseRedirect(reverse('helpdesk:report_index')) report_queryset = apply_query(report_queryset, query_params) from collections import defaultdict summarytable = defaultdict(int) # a second table for more complex queries summarytable2 = defaultdict(int) def month_name(m): MONTHS_3[m].title() 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 periods.append("%s-%s" % (year, month)) while working: month += 1 if month > 12: year += 1 month = 1 if (year > last_year) or (month > last_month and year >= last_year): working = False periods.append("%s-%s" % (year, month)) if report == 'userpriority': title = _('User by Priority') col1heading = _('User') possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES] charttype = 'bar' elif report == 'userqueue': title = _('User by Queue') col1heading = _('User') queue_options = _get_user_queues(request.user) possible_options = [q.title for q in queue_options] charttype = 'bar' elif report == 'userstatus': title = _('User by Status') col1heading = _('User') possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES] charttype = 'bar' elif report == 'usermonth': title = _('User by Month') col1heading = _('User') possible_options = periods charttype = 'date' elif report == 'queuepriority': title = _('Queue by Priority') col1heading = _('Queue') possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES] charttype = 'bar' elif report == 'queuestatus': title = _('Queue by Status') col1heading = _('Queue') possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES] charttype = 'bar' elif report == 'queuemonth': title = _('Queue by Month') col1heading = _('Queue') possible_options = periods charttype = 'date' elif report == 'daysuntilticketclosedbymonth': title = _('Days until ticket closed by Month') col1heading = _('Queue') possible_options = periods charttype = 'date' metric3 = False for ticket in report_queryset: if report == 'userpriority': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s' % ticket.get_priority_display() elif report == 'userqueue': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s' % ticket.queue.title elif report == 'userstatus': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s' % ticket.get_status_display() elif report == 'usermonth': metric1 = u'%s' % ticket.get_assigned_to metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month) elif report == 'queuepriority': metric1 = u'%s' % ticket.queue.title metric2 = u'%s' % ticket.get_priority_display() elif report == 'queuestatus': metric1 = u'%s' % ticket.queue.title metric2 = u'%s' % ticket.get_status_display() elif report == 'queuemonth': metric1 = u'%s' % ticket.queue.title metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month) elif report == 'daysuntilticketclosedbymonth': metric1 = u'%s' % ticket.queue.title metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month) metric3 = ticket.modified - ticket.created metric3 = metric3.days summarytable[metric1, metric2] += 1 if metric3: if report == 'daysuntilticketclosedbymonth': summarytable2[metric1, metric2] += metric3 table = [] if report == 'daysuntilticketclosedbymonth': for key in summarytable2.keys(): summarytable[key] = summarytable2[key] / summarytable[key] header1 = sorted(set(list(i for i, _ in summarytable.keys()))) column_headings = [col1heading] + possible_options # Pivot the data so that 'header1' fields are always first column # in the row, and 'possible_options' are always the 2nd - nth columns. for item in header1: data = [] for hdr in possible_options: data.append(summarytable[item, hdr]) table.append([item] + data) # Zip data and headers together in one list for Morris.js charts # will get a list like [(Header1, Data1), (Header2, Data2)...] seriesnum = 0 morrisjs_data = [] for label in column_headings[1:]: seriesnum += 1 datadict = {"x": label} for n in range(0, len(table)): datadict[n] = table[n][seriesnum] morrisjs_data.append(datadict) series_names = [] for series in table: series_names.append(series[0]) return render(request, 'helpdesk/report_output.html', { 'title': title, 'charttype': charttype, 'data': table, 'headings': column_headings, 'series_names': series_names, 'morrisjs_data': morrisjs_data, 'from_saved_query': from_saved_query, 'saved_query': saved_query, }) run_report = staff_member_required(run_report) @helpdesk_staff_member_required def save_query(request): title = request.POST.get('title', None) shared = request.POST.get('shared', False) if shared == 'on': # django only translates '1', 'true', 't' into True shared = True 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 = staff_member_required(save_query) @helpdesk_staff_member_required 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(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query}) delete_saved_query = staff_member_required(delete_saved_query) @helpdesk_staff_member_required def user_settings(request): s = request.user.usersettings_helpdesk 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(request, 'helpdesk/user_settings.html', {'form': form}) user_settings = staff_member_required(user_settings) @helpdesk_superuser_required def email_ignore(request): return render(request, 'helpdesk/email_ignore_list.html', { 'ignore_list': IgnoreEmail.objects.all(), }) email_ignore = superuser_required(email_ignore) @helpdesk_superuser_required def email_ignore_add(request): if request.method == 'POST': form = EmailIgnoreForm(request.POST) if form.is_valid(): form.save() return HttpResponseRedirect(reverse('helpdesk:email_ignore')) else: form = EmailIgnoreForm(request.GET) return render(request, 'helpdesk/email_ignore_add.html', {'form': form}) email_ignore_add = superuser_required(email_ignore_add) @helpdesk_superuser_required 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(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore}) email_ignore_del = superuser_required(email_ignore_del) @helpdesk_staff_member_required def ticket_cc(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() copies_to = ticket.ticketcc_set.all() return render(request, 'helpdesk/ticket_cc_list.html', { 'copies_to': copies_to, 'ticket': ticket, }) ticket_cc = staff_member_required(ticket_cc) @helpdesk_staff_member_required def ticket_cc_add(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() if request.method == 'POST': form = TicketCCForm(request.POST) if form.is_valid(): ticketcc = form.save(commit=False) ticketcc.ticket = ticket ticketcc.save() return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': ticket.id})) else: form_email = TicketCCEmailForm() form_user = TicketCCUserForm() return render(request, 'helpdesk/ticket_cc_add.html', { 'ticket': ticket, 'form_email': form_email, 'form_user': form_user, }) ticket_cc_add = staff_member_required(ticket_cc_add) @helpdesk_staff_member_required def ticket_cc_del(request, ticket_id, cc_id): cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id) if request.method == 'POST': cc.delete() return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': cc.ticket.id})) return render(request, 'helpdesk/ticket_cc_del.html', {'cc': cc}) ticket_cc_del = staff_member_required(ticket_cc_del) @helpdesk_staff_member_required def ticket_dependency_add(request, ticket_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() if request.method == 'POST': form = TicketDependencyForm(request.POST) if form.is_valid(): ticketdependency = form.save(commit=False) ticketdependency.ticket = ticket if ticketdependency.ticket != ticketdependency.depends_on: ticketdependency.save() return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id])) else: form = TicketDependencyForm() return render(request, 'helpdesk/ticket_dependency_add.html', { 'ticket': ticket, 'form': form, }) ticket_dependency_add = staff_member_required(ticket_dependency_add) @helpdesk_staff_member_required def ticket_dependency_del(request, ticket_id, dependency_id): dependency = get_object_or_404(TicketDependency, ticket__id=ticket_id, id=dependency_id) if request.method == 'POST': dependency.delete() return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id])) return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency}) ticket_dependency_del = staff_member_required(ticket_dependency_del) @helpdesk_staff_member_required def attachment_del(request, ticket_id, attachment_id): ticket = get_object_or_404(Ticket, id=ticket_id) if not _has_access_to_queue(request.user, ticket.queue): raise PermissionDenied() if not _is_my_ticket(request.user, ticket): raise PermissionDenied() attachment = get_object_or_404(Attachment, id=attachment_id) if request.method == 'POST': attachment.delete() return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id])) return render(request, 'helpdesk/ticket_attachment_del.html', { 'attachment': attachment, 'filename': attachment.filename, }) attachment_del = staff_member_required(attachment_del) def calc_average_nbr_days_until_ticket_resolved(Tickets): nbr_closed_tickets = len(Tickets) days_per_ticket = 0 days_each_ticket = list() for ticket in Tickets: time_ticket_open = ticket.modified - ticket.created days_this_ticket = time_ticket_open.days days_per_ticket += days_this_ticket days_each_ticket.append(days_this_ticket) if nbr_closed_tickets > 0: mean_per_ticket = days_per_ticket / nbr_closed_tickets else: mean_per_ticket = 0 return mean_per_ticket def calc_basic_ticket_stats(Tickets): # all not closed tickets (open, reopened, resolved,) - independent of user all_open_tickets = Tickets.exclude(status=Ticket.CLOSED_STATUS) today = datetime.today() date_30 = date_rel_to_today(today, 30) date_60 = date_rel_to_today(today, 60) date_30_str = date_30.strftime('%Y-%m-%d') date_60_str = date_60.strftime('%Y-%m-%d') # > 0 & <= 30 ota_le_30 = all_open_tickets.filter(created__gte=date_30_str) N_ota_le_30 = len(ota_le_30) # >= 30 & <= 60 ota_le_60_ge_30 = all_open_tickets.filter(created__gte=date_60_str, created__lte=date_30_str) N_ota_le_60_ge_30 = len(ota_le_60_ge_30) # >= 60 ota_ge_60 = all_open_tickets.filter(created__lte=date_60_str) N_ota_ge_60 = len(ota_ge_60) # (O)pen (T)icket (S)tats ots = list() # label, number entries, color, sort_string ots.append(['Tickets < 30 days', N_ota_le_30, 'success', sort_string(date_30_str, ''), ]) ots.append(['Tickets 30 - 60 days', N_ota_le_60_ge_30, 'success' if N_ota_le_60_ge_30 == 0 else 'warning', sort_string(date_60_str, date_30_str), ]) ots.append(['Tickets > 60 days', N_ota_ge_60, 'success' if N_ota_ge_60 == 0 else 'danger', sort_string('', date_60_str), ]) # all closed tickets - independent of user. all_closed_tickets = Tickets.filter(status=Ticket.CLOSED_STATUS) average_nbr_days_until_ticket_closed = \ calc_average_nbr_days_until_ticket_resolved(all_closed_tickets) # all closed tickets that were opened in the last 60 days. all_closed_last_60_days = all_closed_tickets.filter(created__gte=date_60_str) average_nbr_days_until_ticket_closed_last_60_days = \ calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days) # put together basic stats basic_ticket_stats = { 'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed, 'average_nbr_days_until_ticket_closed_last_60_days': average_nbr_days_until_ticket_closed_last_60_days, 'open_ticket_stats': ots, } return basic_ticket_stats def get_color_for_nbr_days(nbr_days): if nbr_days < 5: color_string = 'green' elif nbr_days < 10: color_string = 'orange' else: # more than 10 days color_string = 'red' return color_string def days_since_created(today, ticket): return (today - ticket.created).days def date_rel_to_today(today, offset): return today - timedelta(days=offset) def sort_string(begin, end): return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' % ( begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)