mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
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433 lines
15 KiB
Python
433 lines
15 KiB
Python
"""
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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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forms.py - Definitions of newforms-based forms for creating and maintaining
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tickets.
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"""
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from django.core.exceptions import ObjectDoesNotExist
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from django.utils.six import StringIO
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from django import forms
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from django.forms import widgets
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from django.conf import settings
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from django.utils.translation import ugettext_lazy as _
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from django.contrib.auth import get_user_model
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from django.utils import timezone
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from helpdesk.lib import safe_template_context, process_attachments
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from helpdesk.models import (Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC,
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CustomField, TicketCustomFieldValue, TicketDependency, UserSettings)
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from helpdesk import settings as helpdesk_settings
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User = get_user_model()
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CUSTOMFIELD_TO_FIELD_DICT = {
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# Store the immediate equivalences here
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'boolean': forms.BooleanField,
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'date': forms.DateField,
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'time': forms.TimeField,
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'datetime': forms.DateTimeField,
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'email': forms.EmailField,
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'url': forms.URLField,
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'ipaddress': forms.GenericIPAddressField,
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'slug': forms.SlugField,
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}
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class CustomFieldMixin(object):
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"""
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Mixin that provides a method to turn CustomFields into an actual field
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"""
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def customfield_to_field(self, field, instanceargs):
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# if-elif branches start with special cases
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if field.data_type == 'varchar':
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fieldclass = forms.CharField
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'text':
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fieldclass = forms.CharField
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instanceargs['widget'] = forms.Textarea
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'integer':
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fieldclass = forms.IntegerField
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elif field.data_type == 'decimal':
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fieldclass = forms.DecimalField
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instanceargs['decimal_places'] = field.decimal_places
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instanceargs['max_digits'] = field.max_length
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elif field.data_type == 'list':
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fieldclass = forms.ChoiceField
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choices = field.choices_as_array
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if field.empty_selection_list:
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choices.insert(0, ('', '---------'))
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instanceargs['choices'] = choices
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else:
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# Try to use the immediate equivalences dictionary
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try:
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fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
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except KeyError:
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# The data_type was not found anywhere
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raise NameError("Unrecognized data_type %s" % field.data_type)
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self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
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class EditTicketForm(CustomFieldMixin, forms.ModelForm):
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class Meta:
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model = Ticket
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exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
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def __init__(self, *args, **kwargs):
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"""
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Add any custom fields that are defined to the form
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"""
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super(EditTicketForm, self).__init__(*args, **kwargs)
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for field in CustomField.objects.all():
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try:
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current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
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initial_value = current_value.value
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except TicketCustomFieldValue.DoesNotExist:
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initial_value = None
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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'initial': initial_value,
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}
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self.customfield_to_field(field, instanceargs)
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def save(self, *args, **kwargs):
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for field, value in self.cleaned_data.items():
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '', 1)
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customfield = CustomField.objects.get(name=field_name)
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try:
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cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
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except ObjectDoesNotExist:
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cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
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cfv.value = value
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cfv.save()
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return super(EditTicketForm, self).save(*args, **kwargs)
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class EditFollowUpForm(forms.ModelForm):
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class Meta:
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model = FollowUp
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exclude = ('date', 'user',)
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def __init__(self, *args, **kwargs):
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"""Filter not openned tickets here."""
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super(EditFollowUpForm, self).__init__(*args, **kwargs)
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self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
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class AbstractTicketForm(CustomFieldMixin, forms.Form):
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"""
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Contain all the common code and fields between "TicketForm" and
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"PublicTicketForm". This Form is not intended to be used directly.
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"""
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queue = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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label=_('Queue'),
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required=True,
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choices=()
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)
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title = forms.CharField(
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max_length=100,
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required=True,
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widget=forms.TextInput(attrs={'class': 'form-control'}),
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label=_('Summary of the problem'),
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)
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body = forms.CharField(
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widget=forms.Textarea(attrs={'class': 'form-control'}),
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label=_('Description of your issue'),
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required=True,
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help_text=_('Please be as descriptive as possible and include all details'),
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)
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priority = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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choices=Ticket.PRIORITY_CHOICES,
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required=True,
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initial='3',
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label=_('Priority'),
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help_text=_("Please select a priority carefully. If unsure, leave it as '3'."),
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)
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due_date = forms.DateTimeField(
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widget=forms.TextInput(attrs={'class': 'form-control'}),
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required=False,
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label=_('Due on'),
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)
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attachment = forms.FileField(
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widget=forms.FileInput(attrs={'class': 'form-control-file'}),
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required=False,
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label=_('Attach File'),
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help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
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)
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def _add_form_custom_fields(self, staff_only_filter=None):
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if staff_only_filter is None:
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queryset = CustomField.objects.all()
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else:
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queryset = CustomField.objects.filter(staff_only=staff_only_filter)
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for field in queryset:
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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}
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self.customfield_to_field(field, instanceargs)
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def _create_ticket(self):
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queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
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ticket = Ticket(title=self.cleaned_data['title'],
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submitter_email=self.cleaned_data['submitter_email'],
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created=timezone.now(),
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status=Ticket.OPEN_STATUS,
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queue=queue,
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description=self.cleaned_data['body'],
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priority=self.cleaned_data['priority'],
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due_date=self.cleaned_data['due_date'],
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)
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return ticket, queue
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def _create_custom_fields(self, ticket):
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for field, value in self.cleaned_data.items():
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '', 1)
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custom_field = CustomField.objects.get(name=field_name)
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cfv = TicketCustomFieldValue(ticket=ticket,
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field=custom_field,
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value=value)
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cfv.save()
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def _create_follow_up(self, ticket, title, user=None):
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followup = FollowUp(ticket=ticket,
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title=title,
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date=timezone.now(),
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public=True,
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comment=self.cleaned_data['body'],
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)
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if user:
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followup.user = user
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return followup
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def _attach_files_to_follow_up(self, followup):
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files = self.cleaned_data['attachment']
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if files:
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files = process_attachments(followup, [files])
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return files
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@staticmethod
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def _send_messages(ticket, queue, followup, files, user=None):
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context = safe_template_context(ticket)
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context['comment'] = followup.comment
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roles = {'submitter': ('newticket_submitter', context),
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'new_ticket_cc': ('newticket_cc', context),
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'ticket_cc': ('newticket_cc', context)}
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if ticket.assigned_to and ticket.assigned_to.usersettings_helpdesk.email_on_ticket_assign:
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roles['assigned_to'] = ('assigned_owner', context)
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ticket.send(
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roles,
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fail_silently=True,
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files=files,
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)
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class TicketForm(AbstractTicketForm):
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"""
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Ticket Form creation for registered users.
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"""
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submitter_email = forms.EmailField(
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required=False,
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label=_('Submitter E-Mail Address'),
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widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
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help_text=_('This e-mail address will receive copies of all public '
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'updates to this ticket.'),
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)
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assigned_to = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}) if not helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO else forms.HiddenInput(),
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required=False,
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label=_('Case owner'),
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help_text=_('If you select an owner other than yourself, they\'ll be '
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'e-mailed details of this ticket immediately.'),
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choices=()
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)
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def __init__(self, *args, **kwargs):
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"""
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Add any custom fields that are defined to the form.
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"""
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super().__init__(*args, **kwargs)
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self.fields['queue'].choices = [('', '--------')] + [(q.id, q.title) for q in Queue.objects.all()]
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
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assignable_users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
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else:
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assignable_users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
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self.fields['assigned_to'].choices = [('', '--------')] + [(u.id, u.get_username()) for u in assignable_users]
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self._add_form_custom_fields()
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def save(self, user=None):
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"""
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Writes and returns a Ticket() object
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"""
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ticket, queue = self._create_ticket()
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if self.cleaned_data['assigned_to']:
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try:
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u = User.objects.get(id=self.cleaned_data['assigned_to'])
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ticket.assigned_to = u
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except User.DoesNotExist:
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ticket.assigned_to = None
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ticket.save()
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self._create_custom_fields(ticket)
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if self.cleaned_data['assigned_to']:
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title = _('Ticket Opened & Assigned to %(name)s') % {
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'name': ticket.get_assigned_to or _("<invalid user>")
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}
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else:
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title = _('Ticket Opened')
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followup = self._create_follow_up(ticket, title=title, user=user)
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followup.save()
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files = self._attach_files_to_follow_up(followup)
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self._send_messages(ticket=ticket,
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queue=queue,
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followup=followup,
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files=files,
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user=user)
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return ticket
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class PublicTicketForm(AbstractTicketForm):
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"""
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Ticket Form creation for all users (public-facing).
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"""
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submitter_email = forms.EmailField(
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widget=forms.TextInput(attrs={'class': 'form-control', 'type': 'email'}),
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required=True,
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label=_('Your E-Mail Address'),
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help_text=_('We will e-mail you when your ticket is updated.'),
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)
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def __init__(self, *args, **kwargs):
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"""
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Add any (non-staff) custom fields that are defined to the form
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"""
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super(PublicTicketForm, self).__init__(*args, **kwargs)
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if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE'):
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self.fields['queue'].widget = forms.HiddenInput()
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if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY'):
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self.fields['priority'].widget = forms.HiddenInput()
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if hasattr(settings, 'HELPDESK_PUBLIC_TICKET_DUE_DATE'):
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self.fields['due_date'].widget = forms.HiddenInput()
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self.fields['queue'].choices = [('', '--------')] + [
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(q.id, q.title) for q in Queue.objects.filter(allow_public_submission=True)]
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def save(self):
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"""
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Writes and returns a Ticket() object
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"""
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ticket, queue = self._create_ticket()
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if queue.default_owner and not ticket.assigned_to:
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ticket.assigned_to = queue.default_owner
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ticket.save()
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self._create_custom_fields(ticket)
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followup = self._create_follow_up(ticket, title=_('Ticket Opened Via Web'))
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followup.save()
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files = self._attach_files_to_follow_up(followup)
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self._send_messages(ticket=ticket,
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queue=queue,
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followup=followup,
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files=files)
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return ticket
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class UserSettingsForm(forms.ModelForm):
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class Meta:
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model = UserSettings
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exclude = ['user', 'settings_pickled']
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class EmailIgnoreForm(forms.ModelForm):
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class Meta:
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model = IgnoreEmail
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exclude = []
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class TicketCCForm(forms.ModelForm):
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''' Adds either an email address or helpdesk user as a CC on a Ticket. Used for processing POST requests. '''
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class Meta:
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model = TicketCC
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exclude = ('ticket',)
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def __init__(self, *args, **kwargs):
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super(TicketCCForm, self).__init__(*args, **kwargs)
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
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users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
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else:
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users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
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self.fields['user'].queryset = users
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class TicketCCUserForm(forms.ModelForm):
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''' Adds a helpdesk user as a CC on a Ticket '''
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def __init__(self, *args, **kwargs):
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super(TicketCCUserForm, self).__init__(*args, **kwargs)
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
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users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
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else:
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users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
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self.fields['user'].queryset = users
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class Meta:
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model = TicketCC
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exclude = ('ticket', 'email',)
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class TicketCCEmailForm(forms.ModelForm):
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''' Adds an email address as a CC on a Ticket '''
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def __init__(self, *args, **kwargs):
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super(TicketCCEmailForm, self).__init__(*args, **kwargs)
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class Meta:
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model = TicketCC
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exclude = ('ticket', 'user',)
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class TicketDependencyForm(forms.ModelForm):
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''' Adds a different ticket as a dependency for this Ticket '''
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class Meta:
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model = TicketDependency
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exclude = ('ticket',)
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