mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
synced 2024-11-25 01:13:31 +01:00
101 lines
3.5 KiB
Python
101 lines
3.5 KiB
Python
#!/usr/bin/python
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"""
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django-helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
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scripts/escalate_tickets.py - Easy way to escalate tickets based on their age,
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designed to be run from Cron or similar.
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"""
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from datetime import date, timedelta
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from django.core.management.base import BaseCommand
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from django.db.models import Q
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from django.utils import timezone
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from django.utils.translation import gettext as _
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from helpdesk.lib import safe_template_context
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from helpdesk.models import EscalationExclusion, Queue, Ticket
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class Command(BaseCommand):
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def add_arguments(self, parser):
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parser.add_argument(
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'-q',
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'--queues',
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nargs='*',
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choices=list(Queue.objects.values_list('slug', flat=True)),
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help='Queues to include (default: all). Use queue slugs'
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)
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parser.add_argument(
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'-x',
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'--escalate-verbosely',
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action='store_true',
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default=False,
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help='Display escalated tickets'
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)
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def handle(self, *args, **options):
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verbose = options['escalate_verbosely']
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queue_slugs = options['queues']
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# Only include queues with escalation configured
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queues = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
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if queue_slugs is not None:
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queues = queues.filter(slug__in=queue_slugs)
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if verbose:
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self.stdout.write(f"Processing: {queues}")
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for queue in queues:
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last = date.today() - timedelta(days=queue.escalate_days)
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today = date.today()
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workdate = last
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days = 0
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while workdate < today:
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if not EscalationExclusion.objects.filter(date=workdate).exists():
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days += 1
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workdate = workdate + timedelta(days=1)
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req_last_escl_date = timezone.now() - timedelta(days=days)
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for ticket in queue.ticket_set.filter(
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status__in=Ticket.OPEN_STATUSES
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).exclude(
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priority=1
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).filter(
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Q(on_hold__isnull=True) | Q(on_hold=False)
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).filter(
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Q(last_escalation__lte=req_last_escl_date) |
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Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
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):
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ticket.last_escalation = timezone.now()
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ticket.priority -= 1
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ticket.save()
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context = safe_template_context(ticket)
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ticket.send(
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{'submitter': ('escalated_submitter', context),
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'ticket_cc': ('escalated_cc', context),
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'assigned_to': ('escalated_owner', context)},
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fail_silently=True,
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)
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if verbose:
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self.stdout.write(f" - Esclating {ticket.ticket} from {ticket.priority + 1}>{ticket.priority}")
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followup = ticket.followup_set.create(
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title=_('Ticket Escalated'),
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public=True,
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comment=_('Ticket escalated after %(nb)s days') % {'nb': queue.escalate_days},
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)
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followup.ticketchange_set.create(
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field=_('Priority'),
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old_value=ticket.priority + 1,
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new_value=ticket.priority,
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)
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