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659 lines
23 KiB
Python
659 lines
23 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 datetime import datetime
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from django import forms
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from django.conf import settings
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from django.contrib.auth import get_user_model
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from django.core.exceptions import ObjectDoesNotExist, ValidationError
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from django.utils import timezone
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from django.utils.translation import gettext_lazy as _
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from helpdesk import settings as helpdesk_settings
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from helpdesk.lib import convert_value, process_attachments, safe_template_context
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from helpdesk.models import (
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Checklist,
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ChecklistTemplate,
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CustomField,
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FollowUp,
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IgnoreEmail,
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Queue,
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Ticket,
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TicketCC,
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TicketCustomFieldValue,
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TicketDependency,
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UserSettings
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)
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from helpdesk.settings import (
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CUSTOMFIELD_DATE_FORMAT,
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CUSTOMFIELD_DATETIME_FORMAT,
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CUSTOMFIELD_TIME_FORMAT,
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CUSTOMFIELD_TO_FIELD_DICT
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)
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from helpdesk.validators import validate_file_extension
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from helpdesk.signals import new_ticket_done
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import logging
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if helpdesk_settings.HELPDESK_KB_ENABLED:
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from helpdesk.models import KBItem
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logger = logging.getLogger(__name__)
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User = get_user_model()
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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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# Use TextInput widget by default
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instanceargs['widget'] = forms.TextInput(
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attrs={'class': 'form-control'})
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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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attrs={'class': 'form-control'})
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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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instanceargs['widget'] = forms.NumberInput(
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attrs={'class': 'form-control'})
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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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instanceargs['widget'] = forms.NumberInput(
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attrs={'class': 'form-control'})
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elif field.data_type == 'list':
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fieldclass = forms.ChoiceField
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instanceargs['choices'] = field.get_choices()
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instanceargs['widget'] = forms.Select(
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attrs={'class': 'form-control'})
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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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# Change widgets for the following classes
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if fieldclass == forms.DateField:
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instanceargs['widget'] = forms.DateInput(
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attrs={'class': 'form-control date-field'})
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elif fieldclass == forms.DateTimeField:
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instanceargs['widget'] = forms.DateTimeInput(
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attrs={'class': 'form-control datetime-field'})
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elif fieldclass == forms.TimeField:
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instanceargs['widget'] = forms.TimeInput(
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attrs={'class': 'form-control time-field'})
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elif fieldclass == forms.BooleanField:
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instanceargs['widget'] = forms.CheckboxInput(
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attrs={'class': 'form-control'})
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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',
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'resolution', 'last_escalation', 'assigned_to')
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class Media:
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js = ('helpdesk/js/init_due_date.js',
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'helpdesk/js/init_datetime_classes.js')
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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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# Disable and add help_text to the merged_to field on this form
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self.fields['merged_to'].disabled = True
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self.fields['merged_to'].help_text = _(
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'This ticket is merged into the selected ticket.')
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for field in CustomField.objects.all():
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initial_value = None
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try:
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current_value = TicketCustomFieldValue.objects.get(
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ticket=self.instance, field=field)
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initial_value = current_value.value
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# Attempt to convert from fixed format string to date/time data
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# type
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if 'datetime' == current_value.field.data_type:
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initial_value = datetime.strptime(
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initial_value, CUSTOMFIELD_DATETIME_FORMAT)
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elif 'date' == current_value.field.data_type:
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initial_value = datetime.strptime(
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initial_value, CUSTOMFIELD_DATE_FORMAT)
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elif 'time' == current_value.field.data_type:
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initial_value = datetime.strptime(
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initial_value, CUSTOMFIELD_TIME_FORMAT)
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# If it is boolean field, transform the value to a real boolean
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# instead of a string
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elif 'boolean' == current_value.field.data_type:
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initial_value = 'True' == initial_value
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except (TicketCustomFieldValue.DoesNotExist, ValueError, TypeError):
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# ValueError error if parsing fails, using initial_value = current_value.value
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# TypeError if parsing None type
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pass
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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(
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ticket=self.instance, field=customfield)
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except ObjectDoesNotExist:
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cfv = TicketCustomFieldValue(
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ticket=self.instance, field=customfield)
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cfv.value = convert_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 opened tickets here."""
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super(EditFollowUpForm, self).__init__(*args, **kwargs)
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self.fields["ticket"].queryset = Ticket.objects.filter(
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status__in=Ticket.OPEN_STATUSES)
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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=_(
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'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=getattr(settings, 'HELPDESK_PUBLIC_TICKET_PRIORITY', '3'),
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label=_('Priority'),
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help_text=_(
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"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(
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attrs={'class': 'form-control', 'autocomplete': 'off'}),
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required=False,
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input_formats=[CUSTOMFIELD_DATE_FORMAT,
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CUSTOMFIELD_DATETIME_FORMAT, '%d/%m/%Y', '%m/%d/%Y', "%d.%m.%Y"],
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label=_('Due on'),
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)
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if helpdesk_settings.HELPDESK_ENABLE_ATTACHMENTS:
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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 to this ticket. '
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'Only file types such as plain text (.txt), '
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'a document (.pdf, .docx, or .odt), '
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'or screenshot (.png or .jpg) may be uploaded.'),
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validators=[validate_file_extension]
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)
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class Media:
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js = ('helpdesk/js/init_due_date.js',
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'helpdesk/js/init_datetime_classes.js')
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def __init__(self, kbcategory=None, *args, **kwargs):
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super().__init__(*args, **kwargs)
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if helpdesk_settings.HELPDESK_KB_ENABLED:
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if kbcategory:
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self.fields['kbitem'] = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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required=False,
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label=_('Knowledge Base Item'),
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choices=[(kbi.pk, kbi.title) for kbi in KBItem.objects.filter(
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category=kbcategory.pk, enabled=True)],
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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 _get_queue(self):
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# this procedure is re-defined for public submission form
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return Queue.objects.get(id=int(self.cleaned_data['queue']))
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def _create_ticket(self):
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queue = self._get_queue()
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kbitem = None
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if 'kbitem' in self.cleaned_data:
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kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
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ticket = Ticket(
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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.get(
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'priority',
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getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3")
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),
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due_date=self.cleaned_data.get(
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'due_date',
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getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None)
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) or None,
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kbitem=kbitem,
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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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ticket.save_custom_field_values(self.cleaned_data)
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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(
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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=(
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forms.Select(attrs={'class': 'form-control'})
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if not helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO
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else forms.HiddenInput()
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),
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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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queue_choices = kwargs.pop("queue_choices")
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super().__init__(*args, **kwargs)
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self.fields['queue'].choices = queue_choices
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
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assignable_users = User.objects.filter(
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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(
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is_active=True).order_by(User.USERNAME_FIELD)
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self.fields['assigned_to'].choices = [
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('', '--------')] + [(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):
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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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# emit signal when the TicketForm.save is done
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new_ticket_done.send(sender="TicketForm", ticket=ticket)
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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(
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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, hidden_fields=(), readonly_fields=(), *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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self._add_form_custom_fields(False)
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for field in self.fields.keys():
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if field in hidden_fields:
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self.fields[field].widget = forms.HiddenInput()
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if field in readonly_fields:
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self.fields[field].disabled = True
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field_deletion_table = {
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'queue': 'HELPDESK_PUBLIC_TICKET_QUEUE',
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'priority': 'HELPDESK_PUBLIC_TICKET_PRIORITY',
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'due_date': 'HELPDESK_PUBLIC_TICKET_DUE_DATE',
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}
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for field_name, field_setting_key in field_deletion_table.items():
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has_settings_default_value = getattr(
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settings, field_setting_key, None)
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if has_settings_default_value is not None:
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del self.fields[field_name]
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public_queues = Queue.objects.filter(allow_public_submission=True)
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if len(public_queues) == 0:
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logger.warning(
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"There are no public queues defined - public ticket creation is impossible"
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)
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if 'queue' in self.fields:
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self.fields['queue'].choices = [('', '--------')] + [
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(q.id, q.title) for q in public_queues]
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def _get_queue(self):
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if getattr(settings, 'HELPDESK_PUBLIC_TICKET_QUEUE', None) is not None:
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# force queue to be the pre-defined one
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# (only for public submissions)
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public_queue = Queue.objects.filter(
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slug=settings.HELPDESK_PUBLIC_TICKET_QUEUE
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).first()
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if not public_queue:
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logger.fatal(
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"Public queue '%s' is configured as default but can't be found",
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settings.HELPDESK_PUBLIC_TICKET_QUEUE
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)
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return public_queue
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else:
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# get the queue user entered
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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)
|
|
|
|
# emit signal when the PublicTicketForm.save is done
|
|
new_ticket_done.send(sender="PublicTicketForm", ticket=ticket)
|
|
|
|
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'})
|