""" 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 django.core.exceptions import ObjectDoesNotExist try: from StringIO import StringIO except ImportError: from io import StringIO from django import forms from django.forms import extras from django.conf import settings from django.utils.translation import ugettext_lazy as _ from django.contrib.auth import get_user_model try: from django.utils import timezone except ImportError: from datetime import datetime as timezone from helpdesk.lib import send_templated_mail, safe_template_context from helpdesk.models import (Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC, CustomField, TicketCustomFieldValue, TicketDependency) from helpdesk import settings as helpdesk_settings 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): 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 instanceargs['max_length'] = field.max_length elif field.data_type == 'integer': fieldclass = forms.IntegerField elif field.data_type == 'decimal': fieldclass = forms.DecimalField instanceargs['decimal_places'] = field.decimal_places instanceargs['max_digits'] = field.max_length elif field.data_type == 'list': fieldclass = forms.ChoiceField choices = field.choices_as_array if field.empty_selection_list: choices.insert(0, ('', '---------')) instanceargs['choices'] = choices elif field.data_type == 'boolean': fieldclass = forms.BooleanField elif field.data_type == 'date': fieldclass = forms.DateField elif field.data_type == 'time': fieldclass = forms.TimeField elif field.data_type == 'datetime': fieldclass = forms.DateTimeField elif field.data_type == 'email': fieldclass = forms.EmailField elif field.data_type == 'url': fieldclass = forms.URLField elif field.data_type == 'ipaddress': fieldclass = forms.GenericIPAddressField elif field.data_type == 'slug': fieldclass = forms.SlugField else: 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') def __init__(self, *args, **kwargs): """ Add any custom fields that are defined to the form """ super(EditTicketForm, self).__init__(*args, **kwargs) for field in CustomField.objects.all(): try: current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field) initial_value = current_value.value except TicketCustomFieldValue.DoesNotExist: initial_value = None 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 = 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 openned tickets here.""" super(EditFollowUpForm, self).__init__(*args, **kwargs) self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS)) 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( label=_('Queue'), required=True, choices=() ) title = forms.CharField( max_length=100, required=True, widget=forms.TextInput(attrs={'size': '60'}), label=_('Summary of the problem'), ) body = forms.CharField( widget=forms.Textarea(attrs={'cols': 47, 'rows': 15}), label=_('Description of your issue'), required=True, help_text=_('Please be as descriptive as possible and include all details'), ) priority = forms.ChoiceField( choices=Ticket.PRIORITY_CHOICES, required=True, initial='3', label=_('Priority'), help_text=_("Please select a priority carefully. If unsure, leave it as '3'."), ) due_date = forms.DateTimeField( widget=extras.SelectDateWidget, required=False, label=_('Due on'), ) attachment = forms.FileField( required=False, label=_('Attach File'), help_text=_('You can attach a file such as a document or screenshot to this ticket.'), ) 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 _create_ticket(self): queue = Queue.objects.get(id=int(self.cleaned_data['queue'])) 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['priority'], due_date=self.cleaned_data['due_date'], ) return ticket, queue def _create_custom_fields(self, ticket): for field, value in self.cleaned_data.items(): if field.startswith('custom_'): field_name = field.replace('custom_', '', 1) custom_field = CustomField.objects.get(name=field_name) cfv = TicketCustomFieldValue(ticket=ticket, field=custom_field, value=value) cfv.save() 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): attachments = [] if self.cleaned_data['attachment']: import mimetypes attachment = self.cleaned_data['attachment'] filename = attachment.name.replace(' ', '_') att = Attachment( followup=followup, filename=filename, mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream', size=attachment.size, ) att.file.save(attachment.name, attachment, save=False) att.save() if attachment.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000): # Only files smaller than 512kb (or as defined in # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email. try: attachments.append([att.filename, att.file]) except NotImplementedError: pass return attachments @staticmethod def _send_messages(ticket, queue, followup, files, user=None): context = safe_template_context(ticket) context['comment'] = followup.comment messages_sent_to = [] if ticket.submitter_email: send_templated_mail( 'newticket_submitter', context, recipients=ticket.submitter_email, sender=queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(ticket.submitter_email) if ticket.assigned_to and \ ticket.assigned_to != user and \ ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \ ticket.assigned_to.email and \ ticket.assigned_to.email not in messages_sent_to: send_templated_mail( 'assigned_owner', context, recipients=ticket.assigned_to.email, sender=queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(ticket.assigned_to.email) if queue.new_ticket_cc and queue.new_ticket_cc not in messages_sent_to: send_templated_mail( 'newticket_cc', context, recipients=queue.new_ticket_cc, sender=queue.from_address, fail_silently=True, files=files, ) messages_sent_to.append(queue.new_ticket_cc) if queue.updated_ticket_cc and \ queue.updated_ticket_cc != queue.new_ticket_cc and \ queue.updated_ticket_cc not in messages_sent_to: send_templated_mail( 'newticket_cc', context, recipients=queue.updated_ticket_cc, sender=queue.from_address, 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={'size': '60'}), help_text=_('This e-mail address will receive copies of all public ' 'updates to this ticket.'), ) assigned_to = forms.ChoiceField( choices=(), 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.'), ) def __init__(self, *args, **kwargs): """ Add any custom fields that are defined to the form. """ super(TicketForm, self).__init__(*args, **kwargs) self._add_form_custom_fields() def save(self, user=None): """ 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( required=True, label=_('Your E-Mail Address'), help_text=_('We will e-mail you when your ticket is updated.'), ) def __init__(self, *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) def save(self): """ 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')) 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.Form): login_view_ticketlist = forms.BooleanField( label=_('Show Ticket List on Login?'), help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'), required=False, ) email_on_ticket_change = forms.BooleanField( label=_('E-mail me on ticket change?'), help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'), required=False, ) email_on_ticket_assign = forms.BooleanField( label=_('E-mail me when assigned a ticket?'), help_text=_('If you are assigned a ticket via the web, do you want to receive an e-mail?'), required=False, ) tickets_per_page = forms.IntegerField( label=_('Number of tickets to show per page'), help_text=_('How many tickets do you want to see on the Ticket List page?'), required=False, min_value=1, max_value=1000, ) use_email_as_submitter = forms.BooleanField( label=_('Use my e-mail address when submitting tickets?'), help_text=_('When you submit a ticket, do you want to automatically use your e-mail address as the submitter address? You can type a different e-mail address when entering the ticket if needed, this option only changes the default.'), required=False, ) class EmailIgnoreForm(forms.ModelForm): class Meta: model = IgnoreEmail exclude = [] class TicketCCForm(forms.ModelForm): 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 TicketDependencyForm(forms.ModelForm): class Meta: model = TicketDependency exclude = ('ticket',)