""" django-helpdesk - A Django powered ticket tracker for small enterprise. (c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details. forms.py - Definitions of newforms-based forms for creating and maintaining tickets. """ from datetime import datetime from django import forms from django.conf import settings from django.contrib.auth import get_user_model from django.core.exceptions import ObjectDoesNotExist, ValidationError from django.utils import timezone from django.utils.translation import gettext_lazy as _ from helpdesk import settings as helpdesk_settings from helpdesk.lib import convert_value, process_attachments, safe_template_context from helpdesk.models import ( Checklist, ChecklistTemplate, CustomField, FollowUp, IgnoreEmail, Queue, Ticket, TicketCC, TicketCustomFieldValue, TicketDependency, UserSettings ) from helpdesk.settings import ( CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, CUSTOMFIELD_TIME_FORMAT, CUSTOMFIELD_TO_FIELD_DICT ) from helpdesk.validators import validate_file_extension import logging if helpdesk_settings.HELPDESK_KB_ENABLED: from helpdesk.models import KBItem logger = logging.getLogger(__name__) User = get_user_model() class CustomFieldMixin(object): """ Mixin that provides a method to turn CustomFields into an actual field """ def customfield_to_field(self, field, instanceargs): # Use TextInput widget by default instanceargs['widget'] = forms.TextInput( attrs={'class': 'form-control'}) # if-elif branches start with special cases if field.data_type == 'varchar': fieldclass = forms.CharField instanceargs['max_length'] = field.max_length elif field.data_type == 'text': fieldclass = forms.CharField instanceargs['widget'] = forms.Textarea( attrs={'class': 'form-control'}) instanceargs['max_length'] = field.max_length elif field.data_type == 'integer': fieldclass = forms.IntegerField instanceargs['widget'] = forms.NumberInput( attrs={'class': 'form-control'}) elif field.data_type == 'decimal': fieldclass = forms.DecimalField instanceargs['decimal_places'] = field.decimal_places instanceargs['max_digits'] = field.max_length instanceargs['widget'] = forms.NumberInput( attrs={'class': 'form-control'}) elif field.data_type == 'list': fieldclass = forms.ChoiceField instanceargs['choices'] = field.get_choices() instanceargs['widget'] = forms.Select( attrs={'class': 'form-control'}) else: # Try to use the immediate equivalences dictionary try: fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type] # Change widgets for the following classes if fieldclass == forms.DateField: instanceargs['widget'] = forms.DateInput( attrs={'class': 'form-control date-field'}) elif fieldclass == forms.DateTimeField: instanceargs['widget'] = forms.DateTimeInput( attrs={'class': 'form-control datetime-field'}) elif fieldclass == forms.TimeField: instanceargs['widget'] = forms.TimeInput( attrs={'class': 'form-control time-field'}) elif fieldclass == forms.BooleanField: instanceargs['widget'] = forms.CheckboxInput( attrs={'class': 'form-control'}) except KeyError: # The data_type was not found anywhere raise NameError("Unrecognized data_type %s" % field.data_type) self.fields['custom_%s' % field.name] = fieldclass(**instanceargs) class EditTicketForm(CustomFieldMixin, forms.ModelForm): class Meta: model = Ticket exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to') class Media: js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js') def __init__(self, *args, **kwargs): """ Add any custom fields that are defined to the form """ super(EditTicketForm, self).__init__(*args, **kwargs) # Disable and add help_text to the merged_to field on this form self.fields['merged_to'].disabled = True self.fields['merged_to'].help_text = _( 'This ticket is merged into the selected ticket.') for field in CustomField.objects.all(): initial_value = None try: current_value = TicketCustomFieldValue.objects.get( ticket=self.instance, field=field) initial_value = current_value.value # Attempt to convert from fixed format string to date/time data # type if 'datetime' == current_value.field.data_type: initial_value = datetime.strptime( initial_value, CUSTOMFIELD_DATETIME_FORMAT) elif 'date' == current_value.field.data_type: initial_value = datetime.strptime( initial_value, CUSTOMFIELD_DATE_FORMAT) elif 'time' == current_value.field.data_type: initial_value = datetime.strptime( initial_value, CUSTOMFIELD_TIME_FORMAT) # If it is boolean field, transform the value to a real boolean # instead of a string elif 'boolean' == current_value.field.data_type: initial_value = 'True' == initial_value except (TicketCustomFieldValue.DoesNotExist, ValueError, TypeError): # ValueError error if parsing fails, using initial_value = current_value.value # TypeError if parsing None type pass instanceargs = { 'label': field.label, 'help_text': field.help_text, 'required': field.required, 'initial': initial_value, } self.customfield_to_field(field, instanceargs) def save(self, *args, **kwargs): for field, value in self.cleaned_data.items(): if field.startswith('custom_'): field_name = field.replace('custom_', '', 1) customfield = CustomField.objects.get(name=field_name) try: cfv = TicketCustomFieldValue.objects.get( ticket=self.instance, field=customfield) except ObjectDoesNotExist: cfv = TicketCustomFieldValue( ticket=self.instance, field=customfield) cfv.value = convert_value(value) cfv.save() return super(EditTicketForm, self).save(*args, **kwargs) class EditFollowUpForm(forms.ModelForm): class Meta: model = FollowUp exclude = ('date', 'user',) def __init__(self, *args, **kwargs): """Filter not opened tickets here.""" super(EditFollowUpForm, self).__init__(*args, **kwargs) self.fields["ticket"].queryset = Ticket.objects.filter( status__in=Ticket.OPEN_STATUSES) class AbstractTicketForm(CustomFieldMixin, forms.Form): """ Contain all the common code and fields between "TicketForm" and "PublicTicketForm". This Form is not intended to be used directly. """ queue = forms.ChoiceField( widget=forms.Select(attrs={'class': 'form-control'}), label=_('Queue'), required=True, choices=() ) title = forms.CharField( max_length=100, required=True, widget=forms.TextInput(attrs={'class': 'form-control'}), label=_('Summary of the problem'), ) body = forms.CharField( widget=forms.Textarea(attrs={'class': 'form-control'}), label=_('Description of your issue'), required=True, help_text=_( 'Please be as descriptive as possible and include all details'), ) priority = forms.ChoiceField( widget=forms.Select(attrs={'class': 'form-control'}), choices=Ticket.PRIORITY_CHOICES, required=True, initial=getattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY', '3'), label=_('Priority'), help_text=_( "Please select a priority carefully. If unsure, leave it as '3'."), ) due_date = forms.DateTimeField( widget=forms.TextInput( attrs={'class': 'form-control', 'autocomplete': 'off'}), required=False, input_formats=[CUSTOMFIELD_DATE_FORMAT, CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"], label=_('Due on'), ) attachment = forms.FileField( widget=forms.FileInput(attrs={'class': 'form-control-file'}), required=False, label=_('Attach File'), help_text=_('You can attach a file to this ticket. ' 'Only file types such as plain text (.txt), ' 'a document (.pdf, .docx, or .odt), ' 'or screenshot (.png or .jpg) may be uploaded.'), validators=[validate_file_extension] ) class Media: js = ('helpdesk/js/init_due_date.js', 'helpdesk/js/init_datetime_classes.js') def __init__(self, kbcategory=None, *args, **kwargs): super().__init__(*args, **kwargs) if helpdesk_settings.HELPDESK_KB_ENABLED: if kbcategory: self.fields['kbitem'] = forms.ChoiceField( widget=forms.Select(attrs={'class': 'form-control'}), required=False, label=_('Knowledge Base Item'), choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter( category=kbcategory.pk, enabled=True)], ) def _add_form_custom_fields(self, staff_only_filter=None): if staff_only_filter is None: queryset = CustomField.objects.all() else: queryset = CustomField.objects.filter(staff_only=staff_only_filter) for field in queryset: instanceargs = { 'label': field.label, 'help_text': field.help_text, 'required': field.required, } self.customfield_to_field(field, instanceargs) def _get_queue(self): # this procedure is re-defined for public submission form return Queue.objects.get(id=int(self.cleaned_data['queue'])) def _create_ticket(self): queue = self._get_queue() kbitem = None if 'kbitem' in self.cleaned_data: kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem'])) ticket = Ticket( title=self.cleaned_data['title'], submitter_email=self.cleaned_data['submitter_email'], created=timezone.now(), status=Ticket.OPEN_STATUS, queue=queue, description=self.cleaned_data['body'], priority=self.cleaned_data.get( 'priority', getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3") ), due_date=self.cleaned_data.get( 'due_date', getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None) ) or None, kbitem=kbitem, ) return ticket, queue def _create_custom_fields(self, ticket): ticket.save_custom_field_values(self.cleaned_data) def _create_follow_up(self, ticket, title, user=None): followup = FollowUp(ticket=ticket, title=title, date=timezone.now(), public=True, comment=self.cleaned_data['body'], ) if user: followup.user = user return followup def _attach_files_to_follow_up(self, followup): files = self.cleaned_data['attachment'] if files: files = process_attachments(followup, [files]) return files @staticmethod def _send_messages(ticket, queue, followup, files, user=None): context = safe_template_context(ticket) context['comment'] = followup.comment roles = {'submitter': ('newticket_submitter', context), 'new_ticket_cc': ('newticket_cc', context), 'ticket_cc': ('newticket_cc', context)} if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign: roles['assigned_to'] = ('assigned_owner', context) ticket.send( roles, fail_silently=True, files=files, ) class TicketForm(AbstractTicketForm): """ Ticket Form creation for registered users. """ submitter_email = forms.EmailField( required=False, label=_('Submitter E-Mail Address'), widget=forms.TextInput( attrs={'class': 'form-control', 'type': 'email'}), help_text=_('This e-mail address will receive copies of all public ' 'updates to this ticket.'), ) assigned_to = forms.ChoiceField( widget=( forms.Select(attrs={'class': 'form-control'}) if not helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO else forms.HiddenInput() ), required=False, label=_('Case owner'), help_text=_('If you select an owner other than yourself, they\'ll be ' 'e-mailed details of this ticket immediately.'), choices=() ) def __init__(self, *args, **kwargs): """ Add any custom fields that are defined to the form. """ queue_choices = kwargs.pop("queue_choices") super().__init__(*args, **kwargs) self.fields['queue'].choices = queue_choices 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) self.fields['assigned_to'].choices = [ ('', '--------')] + [(u.id, u.get_username()) for u in assignable_users] self._add_form_custom_fields() def save(self, user): """ Writes and returns a Ticket() object """ ticket, queue = self._create_ticket() if self.cleaned_data['assigned_to']: try: u = User.objects.get(id=self.cleaned_data['assigned_to']) ticket.assigned_to = u except User.DoesNotExist: ticket.assigned_to = None ticket.save() self._create_custom_fields(ticket) if self.cleaned_data['assigned_to']: title = _('Ticket Opened & Assigned to %(name)s') % { 'name': ticket.get_assigned_to or _("") } else: title = _('Ticket Opened') followup = self._create_follow_up(ticket, title=title, user=user) followup.save() files = self._attach_files_to_follow_up(followup) self._send_messages(ticket=ticket, queue=queue, followup=followup, files=files, user=user) return ticket class PublicTicketForm(AbstractTicketForm): """ Ticket Form creation for all users (public-facing). """ submitter_email = forms.EmailField( widget=forms.TextInput( attrs={'class': 'form-control', 'type': 'email'}), required=True, label=_('Your E-Mail Address'), help_text=_('We will e-mail you when your ticket is updated.'), ) def __init__(self, hidden_fields=(), readonly_fields=(), *args, **kwargs): """ Add any (non-staff) custom fields that are defined to the form """ super(PublicTicketForm, self).__init__(*args, **kwargs) self._add_form_custom_fields(False) for field in self.fields.keys(): if field in hidden_fields: self.fields[field].widget = forms.HiddenInput() if field in readonly_fields: self.fields[field].disabled = True field_deletion_table = { 'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE', 'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY', 'due_date': 'HELPDESK_PUBLIC_TICKET_DUE_DATE', } for field_name, field_setting_key in field_deletion_table.items(): has_settings_default_value = getattr( settings, field_setting_key, None) if has_settings_default_value is not None: del self.fields[field_name] public_queues = Queue.objects.filter(allow_public_submission=True) if len(public_queues) == 0: logger.warning( "There are no public queues defined - public ticket creation is impossible" ) if 'queue' in self.fields: self.fields['queue'].choices = [('', '--------')] + [ (q.id, q.title) for q in public_queues] def _get_queue(self): if getattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE', None) is not None: # force queue to be the pre-defined one # (only for public submissions) public_queue = Queue.objects.filter( slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE ).first() if not public_queue: logger.fatal( "Public queue '%s' is configured as default but can't be found", settings.HELPDESK_PUBLIC_TICKET_QUEUE ) return public_queue else: # get the queue user entered return Queue.objects.get(id=int(self.cleaned_data['queue'])) def save(self, user): """ Writes and returns a Ticket() object """ ticket, queue = self._create_ticket() if queue.default_owner and not ticket.assigned_to: ticket.assigned_to = queue.default_owner ticket.save() self._create_custom_fields(ticket) followup = self._create_follow_up( ticket, title=_('Ticket Opened Via Web'), user=user) followup.save() files = self._attach_files_to_follow_up(followup) self._send_messages(ticket=ticket, queue=queue, followup=followup, files=files) return ticket class UserSettingsForm(forms.ModelForm): class Meta: model = UserSettings exclude = ['user', 'settings_pickled'] class EmailIgnoreForm(forms.ModelForm): class Meta: model = IgnoreEmail exclude = [] class TicketCCForm(forms.ModelForm): ''' Adds either an email address or helpdesk user as a CC on a Ticket. Used for processing POST requests. ''' class Meta: model = TicketCC exclude = ('ticket',) def __init__(self, *args, **kwargs): super(TicketCCForm, self).__init__(*args, **kwargs) if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC: 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) self.fields['user'].queryset = users class TicketCCUserForm(forms.ModelForm): ''' Adds a helpdesk user as a CC on a Ticket ''' def __init__(self, *args, **kwargs): super(TicketCCUserForm, self).__init__(*args, **kwargs) if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC: 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) self.fields['user'].queryset = users class Meta: model = TicketCC exclude = ('ticket', 'email',) class TicketCCEmailForm(forms.ModelForm): ''' Adds an email address as a CC on a Ticket ''' def __init__(self, *args, **kwargs): super(TicketCCEmailForm, self).__init__(*args, **kwargs) class Meta: model = TicketCC exclude = ('ticket', 'user',) class TicketDependencyForm(forms.ModelForm): ''' Adds a different ticket as a dependency for this Ticket ''' class Meta: model = TicketDependency exclude = ('ticket',) class MultipleTicketSelectForm(forms.Form): tickets = forms.ModelMultipleChoiceField( label=_('Tickets to merge'), queryset=Ticket.objects.filter(merged_to=None), widget=forms.SelectMultiple(attrs={'class': 'form-control'}) ) def clean_tickets(self): tickets = self.cleaned_data.get('tickets') if len(tickets) < 2: raise ValidationError(_('Please choose at least 2 tickets.')) if len(tickets) > 4: raise ValidationError( _('Impossible to merge more than 4 tickets...')) queues = tickets.order_by('queue').distinct( ).values_list('queue', flat=True) if len(queues) != 1: raise ValidationError( _('All selected tickets must share the same queue in order to be merged.')) return tickets class ChecklistTemplateForm(forms.ModelForm): name = forms.CharField( widget=forms.TextInput(attrs={'class': 'form-control'}), required=True, ) task_list = forms.JSONField(widget=forms.HiddenInput()) class Meta: model = ChecklistTemplate fields = ('name', 'task_list') def clean_task_list(self): task_list = self.cleaned_data['task_list'] return list(map(lambda task: task.strip(), task_list)) class ChecklistForm(forms.ModelForm): name = forms.CharField( widget=forms.TextInput(attrs={'class': 'form-control'}), required=True, ) class Meta: model = Checklist fields = ('name',) class CreateChecklistForm(ChecklistForm): checklist_template = forms.ModelChoiceField( label=_("Template"), queryset=ChecklistTemplate.objects.all(), widget=forms.Select(attrs={'class': 'form-control'}), required=False, ) class Meta(ChecklistForm.Meta): fields = ('checklist_template', 'name') class FormControlDeleteFormSet(forms.BaseInlineFormSet): deletion_widget = forms.CheckboxInput(attrs={'class': 'form-control'})