mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
synced 2024-11-25 09:23:39 +01:00
1879 lines
64 KiB
Python
1879 lines
64 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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views/staff.py - The bulk of the application - provides most business logic and
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renders all staff-facing views.
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"""
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from ..lib import format_time_spent
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from ..templated_email import send_templated_mail
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from collections import defaultdict
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from copy import deepcopy
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from datetime import datetime, time, timedelta
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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.contrib.auth.decorators import user_passes_test
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from django.contrib.auth.views import redirect_to_login
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from django.contrib.contenttypes.models import ContentType
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from django.core.exceptions import PermissionDenied
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from django.core.handlers.wsgi import WSGIRequest
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from django.core.paginator import EmptyPage, PageNotAnInteger, Paginator
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from django.db.models import Q
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from django.forms import HiddenInput, inlineformset_factory, TextInput
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from django.http import Http404, HttpResponse, HttpResponseRedirect, JsonResponse
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from django.shortcuts import get_object_or_404, redirect, render
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from django.urls import reverse, reverse_lazy
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from django.utils import timezone
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from django.utils.dateparse import parse_date, parse_datetime
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from django.utils.html import escape
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from django.utils.timezone import make_aware
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from django.utils.translation import gettext as _
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from django.views.decorators.csrf import requires_csrf_token
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from django.views.generic.edit import FormView, UpdateView
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from helpdesk import settings as helpdesk_settings
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from helpdesk.decorators import (
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helpdesk_staff_member_required,
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helpdesk_superuser_required,
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is_helpdesk_staff,
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superuser_required
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)
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from helpdesk.forms import (
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ChecklistForm,
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ChecklistTemplateForm,
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CreateChecklistForm,
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CUSTOMFIELD_DATE_FORMAT,
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EditFollowUpForm,
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EditTicketForm,
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EmailIgnoreForm,
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FormControlDeleteFormSet,
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MultipleTicketSelectForm,
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TicketCCEmailForm,
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TicketCCForm,
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TicketCCUserForm,
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TicketDependencyForm,
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TicketForm,
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TicketResolvesForm,
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UserSettingsForm
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)
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from helpdesk.lib import queue_template_context, safe_template_context
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from helpdesk.models import (
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Checklist,
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ChecklistTask,
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ChecklistTemplate,
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CustomField,
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FollowUp,
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FollowUpAttachment,
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IgnoreEmail,
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PreSetReply,
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Queue,
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SavedSearch,
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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.query import get_query_class, query_from_base64, query_to_base64
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from helpdesk.user import HelpdeskUser
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from helpdesk.update_ticket import update_ticket, subscribe_to_ticket_updates, return_ticketccstring_and_show_subscribe
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import helpdesk.views.abstract_views as abstract_views
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from helpdesk.views.permissions import MustBeStaffMixin
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import json
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import re
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from rest_framework import status
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from rest_framework.decorators import api_view
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import typing
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if helpdesk_settings.HELPDESK_KB_ENABLED:
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from helpdesk.models import KBItem
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DATE_RE: re.Pattern = re.compile(
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r'(?P<month>\d{1,2})/(?P<day>\d{1,2})/(?P<year>\d{4})$'
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)
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User = get_user_model()
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Query = get_query_class()
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if helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
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# treat 'normal' users like 'staff'
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staff_member_required = user_passes_test(
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lambda u: u.is_authenticated and u.is_active)
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else:
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staff_member_required = user_passes_test(
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lambda u: u.is_authenticated and u.is_active and u.is_staff)
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def _get_queue_choices(queues):
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"""Return list of `choices` array for html form for given queues
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idea is to return only one choice if there is only one queue or add empty
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choice at the beginning of the list, if there are more queues
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"""
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queue_choices = []
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if len(queues) > 1:
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queue_choices = [('', '--------')]
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queue_choices += [(q.id, q.title) for q in queues]
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return queue_choices
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@helpdesk_staff_member_required
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def dashboard(request):
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"""
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A quick summary overview for users: A list of their own tickets, a table
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showing ticket counts by queue/status, and a list of unassigned tickets
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with options for them to 'Take' ownership of said tickets.
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"""
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# user settings num tickets per page
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if request.user.is_authenticated and hasattr(request.user, 'usersettings_helpdesk'):
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tickets_per_page = request.user.usersettings_helpdesk.tickets_per_page
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else:
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tickets_per_page = 25
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# page vars for the three ticket tables
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user_tickets_page = request.GET.get(_('ut_page'), 1)
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user_tickets_closed_resolved_page = request.GET.get(_('utcr_page'), 1)
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all_tickets_reported_by_current_user_page = request.GET.get(
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_('atrbcu_page'), 1)
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huser = HelpdeskUser(request.user)
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active_tickets = Ticket.objects.select_related('queue').exclude(
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status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS],
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)
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# open & reopened tickets, assigned to current user
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tickets = active_tickets.filter(
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assigned_to=request.user,
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)
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# closed & resolved tickets, assigned to current user
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tickets_closed_resolved = Ticket.objects.select_related('queue').filter(
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assigned_to=request.user,
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status__in=[Ticket.CLOSED_STATUS, Ticket.RESOLVED_STATUS]
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)
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user_queues = huser.get_queues()
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unassigned_tickets = active_tickets.filter(
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assigned_to__isnull=True,
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queue__in=user_queues
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)
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kbitems = None
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# Teams mode uses assignment via knowledge base items so exclude tickets assigned to KB items
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if helpdesk_settings.HELPDESK_TEAMS_MODE_ENABLED:
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unassigned_tickets = unassigned_tickets.filter(kbitem__isnull=True)
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kbitems = huser.get_assigned_kb_items()
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# all tickets, reported by current user
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all_tickets_reported_by_current_user = ''
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email_current_user = request.user.email
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if email_current_user:
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all_tickets_reported_by_current_user = Ticket.objects.select_related('queue').filter(
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submitter_email=email_current_user,
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).order_by('status')
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tickets_in_queues = Ticket.objects.filter(
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queue__in=user_queues,
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)
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basic_ticket_stats = calc_basic_ticket_stats(tickets_in_queues)
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# The following query builds a grid of queues & ticket statuses,
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# to be displayed to the user. EG:
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# Open Resolved
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# Queue 1 10 4
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# Queue 2 4 12
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# code never used (and prone to sql injections)
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# queues = HelpdeskUser(request.user).get_queues().values_list('id', flat=True)
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# from_clause = """FROM helpdesk_ticket t,
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# helpdesk_queue q"""
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# if queues:
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# where_clause = """WHERE q.id = t.queue_id AND
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# q.id IN (%s)""" % (",".join(("%d" % pk for pk in queues)))
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# else:
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# where_clause = """WHERE q.id = t.queue_id"""
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# get user assigned tickets page
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paginator = Paginator(
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tickets, tickets_per_page)
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try:
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tickets = paginator.page(user_tickets_page)
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except PageNotAnInteger:
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tickets = paginator.page(1)
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except EmptyPage:
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tickets = paginator.page(
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paginator.num_pages)
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# get user completed tickets page
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paginator = Paginator(
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tickets_closed_resolved, tickets_per_page)
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try:
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tickets_closed_resolved = paginator.page(
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user_tickets_closed_resolved_page)
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except PageNotAnInteger:
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tickets_closed_resolved = paginator.page(1)
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except EmptyPage:
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tickets_closed_resolved = paginator.page(
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paginator.num_pages)
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# get user submitted tickets page
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paginator = Paginator(
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all_tickets_reported_by_current_user, tickets_per_page)
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try:
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all_tickets_reported_by_current_user = paginator.page(
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all_tickets_reported_by_current_user_page)
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except PageNotAnInteger:
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all_tickets_reported_by_current_user = paginator.page(1)
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except EmptyPage:
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all_tickets_reported_by_current_user = paginator.page(
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paginator.num_pages)
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return render(request, 'helpdesk/dashboard.html', {
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'user_tickets': tickets,
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'user_tickets_closed_resolved': tickets_closed_resolved,
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'unassigned_tickets': unassigned_tickets,
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'kbitems': kbitems,
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'all_tickets_reported_by_current_user': all_tickets_reported_by_current_user,
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'basic_ticket_stats': basic_ticket_stats,
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})
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dashboard = staff_member_required(dashboard)
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def ticket_perm_check(request, ticket):
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huser = HelpdeskUser(request.user)
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if not huser.can_access_queue(ticket.queue):
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raise PermissionDenied()
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if not huser.can_access_ticket(ticket):
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raise PermissionDenied()
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@helpdesk_staff_member_required
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def delete_ticket(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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ticket_perm_check(request, ticket)
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if request.method == 'GET':
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return render(request, 'helpdesk/delete_ticket.html', {
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'ticket': ticket,
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'next': request.GET.get('next', 'home')
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})
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else:
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ticket.delete()
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redirect_to = 'helpdesk:home'
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if request.POST.get('next') == 'dashboard':
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redirect_to = 'helpdesk:dashboard'
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return HttpResponseRedirect(reverse(redirect_to))
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delete_ticket = staff_member_required(delete_ticket)
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@helpdesk_staff_member_required
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def followup_edit(request, ticket_id, followup_id):
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"""Edit followup options with an ability to change the ticket."""
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followup = get_object_or_404(FollowUp, id=followup_id)
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ticket = get_object_or_404(Ticket, id=ticket_id)
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ticket_perm_check(request, ticket)
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if request.method == 'GET':
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form = EditFollowUpForm(initial={
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'title': escape(followup.title),
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'ticket': followup.ticket,
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'comment': escape(followup.comment),
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'public': followup.public,
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'new_status': followup.new_status,
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'time_spent': format_time_spent(followup.time_spent),
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})
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ticketcc_string = return_ticketccstring_and_show_subscribe(request.user, ticket)[0]
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return render(request, 'helpdesk/followup_edit.html', {
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'followup': followup,
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'ticket': ticket,
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'form': form,
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'ticketcc_string': ticketcc_string,
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})
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elif request.method == 'POST':
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form = EditFollowUpForm(request.POST)
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if form.is_valid():
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title = form.cleaned_data['title']
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_ticket = form.cleaned_data['ticket']
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comment = form.cleaned_data['comment']
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public = form.cleaned_data['public']
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new_status = form.cleaned_data['new_status']
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time_spent = form.cleaned_data['time_spent']
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# will save previous date
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old_date = followup.date
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new_followup = FollowUp(title=title, date=old_date, ticket=_ticket,
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comment=comment, public=public,
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new_status=new_status,
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time_spent=time_spent)
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# keep old user if one did exist before.
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if followup.user:
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new_followup.user = followup.user
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new_followup.save()
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# get list of old attachments & link them to new_followup
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attachments = FollowUpAttachment.objects.filter(followup=followup)
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for attachment in attachments:
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attachment.followup = new_followup
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attachment.save()
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# delete old followup
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followup.delete()
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return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
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followup_edit = staff_member_required(followup_edit)
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@helpdesk_staff_member_required
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def followup_delete(request, ticket_id, followup_id):
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"""followup delete for superuser"""
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ticket = get_object_or_404(Ticket, id=ticket_id)
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if not request.user.is_superuser:
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return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
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followup = get_object_or_404(FollowUp, id=followup_id)
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followup.delete()
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return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
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followup_delete = staff_member_required(followup_delete)
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@helpdesk_staff_member_required
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def view_ticket(request, ticket_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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ticket_perm_check(request, ticket)
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if 'take' in request.GET:
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update_ticket(
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request.user,
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ticket,
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owner=request.user.id
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)
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return return_to_ticket(request.user, helpdesk_settings, ticket)
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if 'subscribe' in request.GET:
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# Allow the user to subscribe him/herself to the ticket whilst viewing
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# it.
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show_subscribe = return_ticketccstring_and_show_subscribe(
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request.user, ticket
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)[1]
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if show_subscribe:
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subscribe_to_ticket_updates(ticket, request.user)
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return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket.id]))
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if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
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if not ticket.assigned_to:
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owner = 0
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else:
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owner = ticket.assigned_to.id
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update_ticket(
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request.user,
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ticket,
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owner=owner,
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comment= _('Accepted resolution and closed ticket'),
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)
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return return_to_ticket(request.user, helpdesk_settings, ticket)
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
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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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users = User.objects.filter(
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is_active=True).order_by(User.USERNAME_FIELD)
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queues = HelpdeskUser(request.user).get_queues()
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queue_choices = _get_queue_choices(queues)
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# TODO: shouldn't this template get a form to begin with?
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form = TicketForm(initial={'due_date': ticket.due_date},
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queue_choices=queue_choices)
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ticketcc_string, show_subscribe = \
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return_ticketccstring_and_show_subscribe(request.user, ticket)
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submitter_userprofile = ticket.get_submitter_userprofile()
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if submitter_userprofile is not None:
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content_type = ContentType.objects.get_for_model(submitter_userprofile)
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submitter_userprofile_url = reverse(
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'admin:{app}_{model}_change'.format(
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app=content_type.app_label, model=content_type.model),
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kwargs={'object_id': submitter_userprofile.id}
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)
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else:
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submitter_userprofile_url = None
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checklist_form = CreateChecklistForm(request.POST or None)
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if checklist_form.is_valid():
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checklist = checklist_form.save(commit=False)
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checklist.ticket = ticket
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checklist.save()
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checklist_template = checklist_form.cleaned_data.get('checklist_template')
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# Add predefined tasks if template has been selected
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if checklist_template:
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checklist.create_tasks_from_template(checklist_template)
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return redirect('helpdesk:edit_ticket_checklist', ticket.id, checklist.id)
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# Open tickets on top
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dependencies = list(ticket.ticketdependency.filter(depends_on__status__in=Ticket.OPEN_STATUSES)) \
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+ list(ticket.ticketdependency.filter(depends_on__status__not_in=Ticket.OPEN_STATUSES))
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return render(request, 'helpdesk/ticket.html', {
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'ticket': ticket,
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'dependencies': dependencies,
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'submitter_userprofile_url': submitter_userprofile_url,
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'form': form,
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'active_users': users,
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'priorities': Ticket.PRIORITY_CHOICES,
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'queues': queue_choices,
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'preset_replies': PreSetReply.objects.filter(
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Q(queues=ticket.queue) | Q(queues__isnull=True)),
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'ticketcc_string': ticketcc_string,
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'SHOW_SUBSCRIBE': show_subscribe,
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'checklist_form': checklist_form,
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})
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@helpdesk_staff_member_required
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def edit_ticket_checklist(request, ticket_id, checklist_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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ticket_perm_check(request, ticket)
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checklist = get_object_or_404(ticket.checklists.all(), id=checklist_id)
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form = ChecklistForm(request.POST or None, instance=checklist)
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TaskFormSet = inlineformset_factory(
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Checklist,
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ChecklistTask,
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formset=FormControlDeleteFormSet,
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fields=['description', 'position'],
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widgets={
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'position': HiddenInput(),
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'description': TextInput(attrs={'class': 'form-control'}),
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},
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can_delete=True,
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extra=0
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)
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formset = TaskFormSet(request.POST or None, instance=checklist)
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if form.is_valid() and formset.is_valid():
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form.save()
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formset.save()
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return redirect(ticket)
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return render(request, 'helpdesk/checklist_form.html', {
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'ticket': ticket,
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'checklist': checklist,
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'form': form,
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'formset': formset,
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})
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@helpdesk_staff_member_required
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def delete_ticket_checklist(request, ticket_id, checklist_id):
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ticket = get_object_or_404(Ticket, id=ticket_id)
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ticket_perm_check(request, ticket)
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checklist = get_object_or_404(ticket.checklists.all(), id=checklist_id)
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|
if request.method == 'POST':
|
|
checklist.delete()
|
|
return redirect(ticket)
|
|
|
|
return render(request, 'helpdesk/checklist_confirm_delete.html', {
|
|
'ticket': ticket,
|
|
'checklist': checklist,
|
|
})
|
|
|
|
|
|
def get_ticket_from_request_with_authorisation(
|
|
request: WSGIRequest,
|
|
ticket_id: str,
|
|
public: bool
|
|
) -> Ticket:
|
|
"""Gets a ticket from the public status and if the user is authenticated and
|
|
has permissions to update tickets
|
|
|
|
Raises:
|
|
Http404 when the ticket can not be found or the user lacks permission
|
|
|
|
"""
|
|
if not (public or (
|
|
request.user.is_authenticated and
|
|
request.user.is_active and (
|
|
is_helpdesk_staff(request.user) or
|
|
helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
|
|
|
|
try:
|
|
return Ticket.objects.get(
|
|
id=ticket_id,
|
|
submitter_email__iexact=request.POST.get('mail'),
|
|
secret_key__iexact=request.POST.get('key')
|
|
)
|
|
except (Ticket.DoesNotExist, ValueError):
|
|
raise PermissionDenied()
|
|
|
|
return get_object_or_404(Ticket, id=ticket_id)
|
|
|
|
|
|
def get_due_date_from_request_or_ticket(
|
|
request: WSGIRequest,
|
|
ticket: Ticket
|
|
) -> typing.Optional[datetime.date]:
|
|
"""Tries to locate the due date for a ticket from the `request.POST`
|
|
'due_date' parameter or the `due_date_*` paramaters.
|
|
"""
|
|
due_date = request.POST.get('due_date', None) or None
|
|
|
|
if due_date is not None:
|
|
parsed_date = parse_datetime(due_date) or datetime.combine(parse_date(due_date), time())
|
|
due_date = make_aware(parsed_date)
|
|
else:
|
|
due_date_year = int(request.POST.get('due_date_year', 0))
|
|
due_date_month = int(request.POST.get('due_date_month', 0))
|
|
due_date_day = int(request.POST.get('due_date_day', 0))
|
|
# old way, probably deprecated?
|
|
if not (due_date_year and due_date_month and due_date_day):
|
|
due_date = ticket.due_date
|
|
else:
|
|
# NOTE: must be an easier way to create a new date than doing it
|
|
# this way?
|
|
if ticket.due_date:
|
|
due_date = ticket.due_date
|
|
else:
|
|
due_date = timezone.now()
|
|
due_date = due_date.replace(
|
|
due_date_year, due_date_month, due_date_day)
|
|
return due_date
|
|
|
|
|
|
def get_time_spent_from_request(request: WSGIRequest) -> typing.Optional[timedelta]:
|
|
if request.POST.get("time_spent"):
|
|
(hours, minutes) = [int(f)
|
|
for f in request.POST.get("time_spent").split(":")]
|
|
return timedelta(hours=hours, minutes=minutes)
|
|
return None
|
|
|
|
|
|
def update_ticket_view(request, ticket_id, public=False):
|
|
|
|
try:
|
|
ticket = get_ticket_from_request_with_authorisation(request, ticket_id, public)
|
|
except PermissionDenied:
|
|
return redirect_to_login(request.path, 'helpdesk:login')
|
|
|
|
comment = request.POST.get('comment', '')
|
|
new_status = int(request.POST.get('new_status', ticket.status))
|
|
title = request.POST.get('title', '')
|
|
owner = int(request.POST.get('owner', -1))
|
|
priority = int(request.POST.get('priority', ticket.priority))
|
|
queue = int(request.POST.get('queue', ticket.queue.id))
|
|
|
|
# Check if a change happened on checklists
|
|
new_checklists = {}
|
|
changes_in_checklists = False
|
|
for checklist in ticket.checklists.all():
|
|
old_completed = set(checklist.tasks.completed().values_list('id', flat=True))
|
|
new_checklist = set(map(int, request.POST.getlist(f'checklist-{checklist.id}', [])))
|
|
new_checklists[checklist.id] = new_checklist
|
|
if new_checklist != old_completed:
|
|
changes_in_checklists = True
|
|
|
|
time_spent = get_time_spent_from_request(request)
|
|
# NOTE: jQuery's default for dates is mm/dd/yy
|
|
# very US-centric but for now that's the only format supported
|
|
# until we clean up code to internationalize a little more
|
|
due_date = get_due_date_from_request_or_ticket(request, ticket)
|
|
no_changes = all([
|
|
not request.FILES,
|
|
not comment,
|
|
not changes_in_checklists,
|
|
new_status == ticket.status,
|
|
title == ticket.title,
|
|
priority == int(ticket.priority),
|
|
queue == int(ticket.queue.id),
|
|
due_date == ticket.due_date,
|
|
(owner == -1) or (not owner and not ticket.assigned_to) or
|
|
(owner and User.objects.get(id=owner) == ticket.assigned_to),
|
|
])
|
|
if no_changes:
|
|
return return_to_ticket(request.user, helpdesk_settings, ticket)
|
|
|
|
update_ticket(
|
|
request.user,
|
|
ticket,
|
|
title = title,
|
|
comment = comment,
|
|
files = request.FILES.getlist('attachment'),
|
|
public = request.POST.get('public', False),
|
|
owner = int(request.POST.get('owner', -1)),
|
|
priority = int(request.POST.get('priority', -1)),
|
|
queue = int(request.POST.get('queue', -1)),
|
|
new_status = new_status,
|
|
time_spent = get_time_spent_from_request(request),
|
|
due_date = get_due_date_from_request_or_ticket(request, ticket),
|
|
new_checklists = new_checklists,
|
|
)
|
|
|
|
return return_to_ticket(request.user, helpdesk_settings, ticket)
|
|
|
|
|
|
def return_to_ticket(user, helpdesk_settings, ticket):
|
|
"""Helper function for update_ticket"""
|
|
|
|
if is_helpdesk_staff(user):
|
|
return HttpResponseRedirect(ticket.get_absolute_url())
|
|
else:
|
|
return HttpResponseRedirect(ticket.ticket_url)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def mass_update(request):
|
|
tickets = request.POST.getlist('ticket_id')
|
|
action = request.POST.get('action', None)
|
|
if not (tickets and action):
|
|
return HttpResponseRedirect(reverse('helpdesk:list'))
|
|
|
|
user = kbitem = None
|
|
|
|
if action.startswith('assign_'):
|
|
parts = action.split('_')
|
|
user = User.objects.get(id=parts[1])
|
|
action = 'assign'
|
|
if action == 'kbitem_none':
|
|
action = 'set_kbitem'
|
|
if action.startswith('kbitem_'):
|
|
parts = action.split('_')
|
|
kbitem = KBItem.objects.get(id=parts[1])
|
|
action = 'set_kbitem'
|
|
elif action == 'take':
|
|
user = request.user
|
|
action = 'assign'
|
|
elif action == 'merge':
|
|
# Redirect to the Merge View with selected tickets id in the GET
|
|
# request
|
|
return redirect(
|
|
reverse('helpdesk:merge_tickets') + '?' +
|
|
'&'.join(['tickets=%s' % ticket_id for ticket_id in tickets])
|
|
)
|
|
|
|
huser = HelpdeskUser(request.user)
|
|
for t in Ticket.objects.filter(id__in=tickets):
|
|
if not huser.can_access_queue(t.queue):
|
|
continue
|
|
|
|
if action == 'assign' and t.assigned_to != user:
|
|
t.assigned_to = user
|
|
t.save()
|
|
t.followup_set.create(
|
|
date=timezone.now(),
|
|
title=_('Assigned to %(username)s in bulk update' % {'username': user.get_username()}),
|
|
public=True,
|
|
user=request.user
|
|
)
|
|
elif action == 'unassign' and t.assigned_to is not None:
|
|
t.assigned_to = None
|
|
t.save()
|
|
t.followup_set.create(
|
|
date=timezone.now(),
|
|
title=_('Unassigned in bulk update'),
|
|
public=True,
|
|
user=request.user
|
|
)
|
|
elif action == 'set_kbitem':
|
|
t.kbitem = kbitem
|
|
t.save()
|
|
t.followup_set.create(
|
|
date=timezone.now(),
|
|
title=_('KBItem set in bulk update'),
|
|
public=False,
|
|
user=request.user
|
|
)
|
|
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
|
|
t.status = Ticket.CLOSED_STATUS
|
|
t.save()
|
|
t.followup_set.create(
|
|
date=timezone.now(),
|
|
title=_('Closed in bulk update'),
|
|
public=False,
|
|
user=request.user,
|
|
new_status=Ticket.CLOSED_STATUS
|
|
)
|
|
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
|
|
t.status = Ticket.CLOSED_STATUS
|
|
t.save()
|
|
t.followup_set.create(
|
|
date=timezone.now(),
|
|
title=_('Closed in bulk update'),
|
|
public=True,
|
|
user=request.user,
|
|
new_status=Ticket.CLOSED_STATUS
|
|
)
|
|
# Send email to Submitter, Owner, Queue CC
|
|
context = safe_template_context(t)
|
|
context.update(resolution=t.resolution,
|
|
queue=queue_template_context(t.queue))
|
|
|
|
messages_sent_to = set()
|
|
try:
|
|
messages_sent_to.add(request.user.email)
|
|
except AttributeError:
|
|
pass
|
|
|
|
roles = {
|
|
'submitter': ('closed_submitter', context),
|
|
'ticket_cc': ('closed_cc', context),
|
|
}
|
|
if t.assigned_to and t.assigned_to.usersettings_helpdesk.email_on_ticket_change:
|
|
roles['assigned_to'] = ('closed_owner', context)
|
|
|
|
messages_sent_to.update(t.send(
|
|
roles,
|
|
dont_send_to=messages_sent_to,
|
|
fail_silently=True,
|
|
))
|
|
|
|
elif action == 'delete':
|
|
t.delete()
|
|
|
|
return HttpResponseRedirect(reverse('helpdesk:list'))
|
|
|
|
|
|
mass_update = staff_member_required(mass_update)
|
|
|
|
|
|
# Prepare ticket attributes which will be displayed in the table to choose
|
|
# which value to keep when merging
|
|
TICKET_ATTRIBUTES = (
|
|
('created', _('Created date')),
|
|
('due_date', _('Due on')),
|
|
('get_status_display', _('Status')),
|
|
('submitter_email', _('Submitter email')),
|
|
('assigned_to', _('Owner')),
|
|
('description', _('Description')),
|
|
('resolution', _('Resolution')),
|
|
)
|
|
|
|
|
|
def merge_ticket_values(
|
|
request: WSGIRequest,
|
|
tickets: typing.List[Ticket],
|
|
custom_fields
|
|
) -> None:
|
|
for ticket in tickets:
|
|
ticket.values = {}
|
|
# Prepare the value for each attributes of this ticket
|
|
for attribute, __ in TICKET_ATTRIBUTES:
|
|
value = getattr(ticket, attribute, TicketCustomFieldValue.default_value)
|
|
# Check if attr is a get_FIELD_display
|
|
if attribute.startswith('get_') and attribute.endswith('_display'):
|
|
# Hack to call methods like get_FIELD_display()
|
|
value = getattr(ticket, attribute, TicketCustomFieldValue.default_value)()
|
|
ticket.values[attribute] = {
|
|
'value': value,
|
|
'checked': str(ticket.id) == request.POST.get(attribute)
|
|
}
|
|
# Prepare the value for each custom fields of this ticket
|
|
for custom_field in custom_fields:
|
|
try:
|
|
value = ticket.ticketcustomfieldvalue_set.get(
|
|
field=custom_field).value
|
|
except (TicketCustomFieldValue.DoesNotExist, ValueError):
|
|
value = TicketCustomFieldValue.default_value
|
|
ticket.values[custom_field.name] = {
|
|
'value': value,
|
|
'checked': str(ticket.id) == request.POST.get(custom_field.name)
|
|
}
|
|
|
|
|
|
def redirect_from_chosen_ticket(
|
|
request,
|
|
chosen_ticket,
|
|
tickets,
|
|
custom_fields
|
|
) -> HttpResponseRedirect:
|
|
# Save ticket fields values
|
|
for attribute, __ in TICKET_ATTRIBUTES:
|
|
id_for_attribute = request.POST.get(attribute)
|
|
if id_for_attribute != chosen_ticket.id:
|
|
try:
|
|
selected_ticket = tickets.get(id=id_for_attribute)
|
|
except (Ticket.DoesNotExist, ValueError):
|
|
continue
|
|
|
|
# Check if attr is a get_FIELD_display
|
|
if attribute.startswith('get_') and attribute.endswith('_display'):
|
|
# Keep only the FIELD part
|
|
attribute = attribute[4:-8]
|
|
# Get value from selected ticket and then save it on
|
|
# the chosen ticket
|
|
value = getattr(selected_ticket, attribute)
|
|
setattr(chosen_ticket, attribute, value)
|
|
# Save custom fields values
|
|
for custom_field in custom_fields:
|
|
id_for_custom_field = request.POST.get(custom_field.name)
|
|
if id_for_custom_field != chosen_ticket.id:
|
|
try:
|
|
selected_ticket = tickets.get(
|
|
id=id_for_custom_field)
|
|
except (Ticket.DoesNotExist, ValueError):
|
|
continue
|
|
|
|
# Check if the value for this ticket custom field
|
|
# exists
|
|
try:
|
|
value = selected_ticket.ticketcustomfieldvalue_set.get(
|
|
field=custom_field).value
|
|
except TicketCustomFieldValue.DoesNotExist:
|
|
continue
|
|
|
|
# Create the custom field value or update it with the
|
|
# value from the selected ticket
|
|
custom_field_value, created = chosen_ticket.ticketcustomfieldvalue_set.get_or_create(
|
|
field=custom_field,
|
|
defaults={'value': value}
|
|
)
|
|
if not created:
|
|
custom_field_value.value = value
|
|
custom_field_value.save(update_fields=['value'])
|
|
# Save changes
|
|
chosen_ticket.save()
|
|
|
|
# For other tickets, save the link to the ticket in which they have been merged to
|
|
# and set status to DUPLICATE
|
|
for ticket in tickets.exclude(id=chosen_ticket.id):
|
|
ticket.merged_to = chosen_ticket
|
|
ticket.status = Ticket.DUPLICATE_STATUS
|
|
ticket.save()
|
|
|
|
# Send mail to submitter email and ticket CC to let them
|
|
# know ticket has been merged
|
|
context = safe_template_context(ticket)
|
|
if ticket.submitter_email:
|
|
send_templated_mail(
|
|
template_name='merged',
|
|
context=context,
|
|
recipients=[ticket.submitter_email],
|
|
bcc=[
|
|
cc.email_address for cc in ticket.ticketcc_set.select_related('user')],
|
|
sender=ticket.queue.from_address,
|
|
fail_silently=True
|
|
)
|
|
|
|
# Move all followups and update their title to know they
|
|
# come from another ticket
|
|
ticket.followup_set.update(
|
|
ticket=chosen_ticket,
|
|
# Next might exceed maximum 200 characters limit
|
|
title=_('[Merged from #%(id)d] %(title)s') % {
|
|
'id': ticket.id, 'title': ticket.title}
|
|
)
|
|
|
|
# Add submitter_email, assigned_to email and ticketcc to
|
|
# chosen ticket if necessary
|
|
chosen_ticket.add_email_to_ticketcc_if_not_in(
|
|
email=ticket.submitter_email)
|
|
if ticket.assigned_to and ticket.assigned_to.email:
|
|
chosen_ticket.add_email_to_ticketcc_if_not_in(
|
|
email=ticket.assigned_to.email)
|
|
for ticketcc in ticket.ticketcc_set.all():
|
|
chosen_ticket.add_email_to_ticketcc_if_not_in(
|
|
ticketcc=ticketcc)
|
|
return redirect(chosen_ticket)
|
|
|
|
|
|
@staff_member_required
|
|
def merge_tickets(request):
|
|
"""
|
|
An intermediate view to merge up to 3 tickets in one main ticket.
|
|
The user has to first select which ticket will receive the other tickets information and can also choose which
|
|
data to keep per attributes as well as custom fields.
|
|
Follow-ups and ticketCC will be moved to the main ticket and other tickets won't be able to receive new answers.
|
|
"""
|
|
ticket_select_form = MultipleTicketSelectForm(request.GET or None)
|
|
tickets = custom_fields = None
|
|
if ticket_select_form.is_valid():
|
|
tickets = ticket_select_form.cleaned_data.get('tickets')
|
|
|
|
custom_fields = CustomField.objects.all()
|
|
|
|
merge_ticket_values(request, tickets, custom_fields)
|
|
|
|
if request.method == 'POST':
|
|
# Find which ticket has been chosen to be the main one
|
|
try:
|
|
chosen_ticket = tickets.get(
|
|
id=request.POST.get('chosen_ticket'))
|
|
except Ticket.DoesNotExist:
|
|
ticket_select_form.add_error(
|
|
field='tickets',
|
|
error=_(
|
|
'Please choose a ticket in which the others will be merged into.')
|
|
)
|
|
else:
|
|
return redirect_from_chosen_ticket(
|
|
request,
|
|
chosen_ticket,
|
|
tickets,
|
|
custom_fields
|
|
)
|
|
|
|
return render(request, 'helpdesk/ticket_merge.html', {
|
|
'tickets': tickets,
|
|
'ticket_attributes': TICKET_ATTRIBUTES,
|
|
'custom_fields': custom_fields,
|
|
'ticket_select_form': ticket_select_form
|
|
})
|
|
|
|
|
|
def check_redirect_on_user_query(request, huser):
|
|
"""If the user is coming from the header/navigation search box, lets' first
|
|
look at their query to see if they have entered a valid ticket number. If
|
|
they have, just redirect to that ticket number. Otherwise, we treat it as
|
|
a keyword search.
|
|
"""
|
|
if request.GET.get('search_type', None) == 'header':
|
|
query = request.GET.get('q')
|
|
filter_ = None
|
|
if query.find('-') > 0:
|
|
try:
|
|
queue, id_ = Ticket.queue_and_id_from_query(query)
|
|
id_ = int(id_)
|
|
except ValueError:
|
|
pass
|
|
else:
|
|
filter_ = {'queue__slug': queue, 'id': id_}
|
|
else:
|
|
try:
|
|
query = int(query)
|
|
except ValueError:
|
|
pass
|
|
else:
|
|
filter_ = {'id': int(query)}
|
|
|
|
if filter_:
|
|
try:
|
|
ticket = huser.get_tickets_in_queues().get(**filter_)
|
|
return HttpResponseRedirect(ticket.staff_url)
|
|
except Ticket.DoesNotExist:
|
|
# Go on to standard keyword searching
|
|
pass
|
|
return None
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_list(request):
|
|
context = {}
|
|
|
|
huser = HelpdeskUser(request.user)
|
|
|
|
# Query_params will hold a dictionary of parameters relating to
|
|
# a query, to be saved if needed:
|
|
query_params = {
|
|
'filtering': {},
|
|
'filtering_or': {},
|
|
'sorting': None,
|
|
'sortreverse': False,
|
|
'search_string': '',
|
|
}
|
|
default_query_params = {
|
|
'filtering': {
|
|
'status__in': [1, 2],
|
|
},
|
|
'sorting': 'created',
|
|
'search_string': '',
|
|
'sortreverse': False,
|
|
}
|
|
|
|
#: check for a redirect, see function doc for details
|
|
redirect = check_redirect_on_user_query(request, huser)
|
|
if redirect:
|
|
return redirect
|
|
try:
|
|
saved_query, query_params = load_saved_query(request, query_params)
|
|
except QueryLoadError:
|
|
return HttpResponseRedirect(reverse('helpdesk:list'))
|
|
|
|
if saved_query:
|
|
pass
|
|
elif not {'queue', 'assigned_to', 'status', 'q', 'sort', 'sortreverse', 'kbitem'}.intersection(request.GET):
|
|
# Fall-back if no querying is being done
|
|
query_params = deepcopy(default_query_params)
|
|
else:
|
|
filter_in_params = [
|
|
('queue', 'queue__id__in'),
|
|
('assigned_to', 'assigned_to__id__in'),
|
|
('status', 'status__in'),
|
|
('kbitem', 'kbitem__in'),
|
|
]
|
|
filter_null_params = dict([
|
|
('queue', 'queue__id__isnull'),
|
|
('assigned_to', 'assigned_to__id__isnull'),
|
|
('status', 'status__isnull'),
|
|
('kbitem', 'kbitem__isnull'),
|
|
])
|
|
for param, filter_command in filter_in_params:
|
|
if request.GET.get(param) is not None:
|
|
patterns = request.GET.getlist(param)
|
|
try:
|
|
pattern_pks = [int(pattern) for pattern in patterns]
|
|
if -1 in pattern_pks:
|
|
query_params['filtering_or'][filter_null_params[param]] = True
|
|
else:
|
|
query_params['filtering_or'][filter_command] = pattern_pks
|
|
query_params['filtering'][filter_command] = pattern_pks
|
|
except ValueError:
|
|
pass
|
|
|
|
date_from = request.GET.get('date_from')
|
|
if date_from:
|
|
query_params['filtering']['created__gte'] = date_from
|
|
|
|
date_to = request.GET.get('date_to')
|
|
if date_to:
|
|
query_params['filtering']['created__lte'] = date_to
|
|
|
|
# KEYWORD SEARCHING
|
|
q = request.GET.get('q', '')
|
|
context['query'] = q
|
|
query_params['search_string'] = q
|
|
|
|
# SORTING
|
|
sort = request.GET.get('sort', None)
|
|
if sort not in ('status', 'assigned_to', 'created', 'title', 'queue', 'priority', 'kbitem'):
|
|
sort = 'created'
|
|
query_params['sorting'] = sort
|
|
|
|
sortreverse = request.GET.get('sortreverse', None)
|
|
query_params['sortreverse'] = sortreverse
|
|
|
|
urlsafe_query = query_to_base64(query_params)
|
|
|
|
user_saved_queries = SavedSearch.objects.filter(
|
|
Q(user=request.user) | Q(shared__exact=True))
|
|
|
|
search_message = ''
|
|
if query_params['search_string'] and settings.DATABASES['default']['ENGINE'].endswith('sqlite'):
|
|
search_message = _(
|
|
'<p><strong>Note:</strong> Your keyword search is case sensitive '
|
|
'because of your database. This means the search will <strong>not</strong> '
|
|
'be accurate. By switching to a different database system you will gain '
|
|
'better searching! For more information, read the '
|
|
'<a href="http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching">'
|
|
'Django Documentation on string matching in SQLite</a>.')
|
|
|
|
kbitem_choices = []
|
|
kbitem = []
|
|
|
|
if helpdesk_settings.HELPDESK_KB_ENABLED:
|
|
kbitem_choices = [(item.pk, str(item))
|
|
for item in KBItem.objects.all()]
|
|
kbitem = KBItem.objects.all()
|
|
|
|
return render(request, 'helpdesk/ticket_list.html', dict(
|
|
context,
|
|
default_tickets_per_page=request.user.usersettings_helpdesk.tickets_per_page,
|
|
user_choices=User.objects.filter(is_active=True, is_staff=True),
|
|
kb_items=kbitem,
|
|
queue_choices=huser.get_queues(),
|
|
status_choices=Ticket.STATUS_CHOICES,
|
|
kbitem_choices=kbitem_choices,
|
|
urlsafe_query=urlsafe_query,
|
|
user_saved_queries=user_saved_queries,
|
|
query_params=query_params,
|
|
from_saved_query=saved_query is not None,
|
|
saved_query=saved_query,
|
|
search_message=search_message,
|
|
helpdesk_settings=helpdesk_settings,
|
|
))
|
|
|
|
|
|
ticket_list = staff_member_required(ticket_list)
|
|
|
|
|
|
class QueryLoadError(Exception):
|
|
pass
|
|
|
|
|
|
def load_saved_query(request, query_params=None):
|
|
saved_query = None
|
|
|
|
if request.GET.get('saved_query', None):
|
|
try:
|
|
saved_query = SavedSearch.objects.get(
|
|
Q(pk=request.GET.get('saved_query')) & (
|
|
Q(shared=True) | Q(user=request.user))
|
|
)
|
|
except (SavedSearch.DoesNotExist, ValueError):
|
|
raise QueryLoadError()
|
|
|
|
try:
|
|
# we get a string like: b'stuff'
|
|
# so leave of the first two chars (b') and last (')
|
|
if saved_query.query.startswith('b\''):
|
|
b64query = saved_query.query[2:-1]
|
|
else:
|
|
b64query = saved_query.query
|
|
query_params = query_from_base64(b64query)
|
|
except json.JSONDecodeError:
|
|
raise QueryLoadError()
|
|
return saved_query, query_params
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
@api_view(['GET'])
|
|
def datatables_ticket_list(request, query):
|
|
"""
|
|
Datatable on ticket_list.html uses this view from to get objects to display
|
|
on the table. query_tickets_by_args is at lib.py, DatatablesTicketSerializer is in
|
|
serializers.py. The serializers and this view use django-rest_framework methods
|
|
"""
|
|
query = Query(HelpdeskUser(request.user), base64query=query)
|
|
result = query.get_datatables_context(**request.query_params)
|
|
return JsonResponse(result, status=status.HTTP_200_OK)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
@api_view(['GET'])
|
|
def timeline_ticket_list(request, query):
|
|
query = Query(HelpdeskUser(request.user), base64query=query)
|
|
return JsonResponse(query.get_timeline_context(), status=status.HTTP_200_OK)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def edit_ticket(request, ticket_id):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, ticket)
|
|
|
|
form = EditTicketForm(request.POST or None, instance=ticket)
|
|
if form.is_valid():
|
|
ticket = form.save()
|
|
return redirect(ticket)
|
|
|
|
return render(request, 'helpdesk/edit_ticket.html', {'form': form, 'ticket': ticket, 'errors': form.errors})
|
|
|
|
|
|
edit_ticket = staff_member_required(edit_ticket)
|
|
|
|
|
|
class CreateTicketView(MustBeStaffMixin, abstract_views.AbstractCreateTicketMixin, FormView):
|
|
template_name = 'helpdesk/create_ticket.html'
|
|
form_class = TicketForm
|
|
|
|
def get_initial(self):
|
|
initial_data = super().get_initial()
|
|
return initial_data
|
|
|
|
def get_form_kwargs(self):
|
|
kwargs = super().get_form_kwargs()
|
|
queues = HelpdeskUser(self.request.user).get_queues()
|
|
kwargs["queue_choices"] = _get_queue_choices(queues)
|
|
return kwargs
|
|
|
|
def form_valid(self, form):
|
|
self.ticket = form.save(
|
|
user=self.request.user if self.request.user.is_authenticated else None)
|
|
return super().form_valid(form)
|
|
|
|
def get_success_url(self):
|
|
request = self.request
|
|
if HelpdeskUser(request.user).can_access_queue(self.ticket.queue):
|
|
return self.ticket.get_absolute_url()
|
|
else:
|
|
return reverse('helpdesk:dashboard')
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def raw_details(request, type_):
|
|
# TODO: This currently only supports spewing out 'PreSetReply' objects,
|
|
# in the future it needs to be expanded to include other items. All it
|
|
# does is return a plain-text representation of an object.
|
|
|
|
if type_ not in ('preset',):
|
|
raise Http404
|
|
|
|
if type_ == 'preset' and request.GET.get('id', False):
|
|
try:
|
|
preset = PreSetReply.objects.get(id=request.GET.get('id'))
|
|
return HttpResponse(preset.body)
|
|
except PreSetReply.DoesNotExist:
|
|
raise Http404
|
|
|
|
raise Http404
|
|
|
|
|
|
raw_details = staff_member_required(raw_details)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
@requires_csrf_token
|
|
def hold_ticket(request, ticket_id, unhold=False):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, ticket)
|
|
|
|
if unhold:
|
|
ticket.on_hold = False
|
|
title = _('Ticket taken off hold')
|
|
else:
|
|
ticket.on_hold = True
|
|
title = _('Ticket placed on hold')
|
|
|
|
f = update_ticket(
|
|
user=request.user,
|
|
ticket=ticket,
|
|
title=title,
|
|
public=True,
|
|
)
|
|
f.save()
|
|
|
|
ticket.save()
|
|
|
|
return HttpResponseRedirect(ticket.get_absolute_url())
|
|
|
|
|
|
hold_ticket = staff_member_required(hold_ticket)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
@requires_csrf_token
|
|
def unhold_ticket(request, ticket_id):
|
|
return hold_ticket(request, ticket_id, unhold=True)
|
|
|
|
|
|
unhold_ticket = staff_member_required(unhold_ticket)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def rss_list(request):
|
|
return render(request, 'helpdesk/rss_list.html', {'queues': Queue.objects.all()})
|
|
|
|
|
|
rss_list = staff_member_required(rss_list)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def report_index(request):
|
|
number_tickets = Ticket.objects.all().count()
|
|
saved_query = request.GET.get('saved_query', None)
|
|
|
|
user_queues = HelpdeskUser(request.user).get_queues()
|
|
Tickets = Ticket.objects.filter(queue__in=user_queues)
|
|
basic_ticket_stats = calc_basic_ticket_stats(Tickets)
|
|
|
|
# The following query builds a grid of queues & ticket statuses,
|
|
# to be displayed to the user. EG:
|
|
# Open Resolved
|
|
# Queue 1 10 4
|
|
# Queue 2 4 12
|
|
Queues = user_queues if user_queues else Queue.objects.all()
|
|
|
|
dash_tickets = []
|
|
for queue in Queues:
|
|
dash_ticket = {
|
|
'queue': queue.id,
|
|
'name': queue.title,
|
|
'open': queue.ticket_set.filter(status__in=[1, 2]).count(),
|
|
'resolved': queue.ticket_set.filter(status=3).count(),
|
|
'closed': queue.ticket_set.filter(status=4).count(),
|
|
'time_spent': format_time_spent(queue.time_spent),
|
|
'dedicated_time': format_time_spent(queue.dedicated_time)
|
|
}
|
|
dash_tickets.append(dash_ticket)
|
|
|
|
return render(request, 'helpdesk/report_index.html', {
|
|
'number_tickets': number_tickets,
|
|
'saved_query': saved_query,
|
|
'basic_ticket_stats': basic_ticket_stats,
|
|
'dash_tickets': dash_tickets,
|
|
})
|
|
|
|
|
|
report_index = staff_member_required(report_index)
|
|
|
|
|
|
def get_report_queryset_or_redirect(request, report):
|
|
if Ticket.objects.all().count() == 0 or report not in (
|
|
"queuemonth",
|
|
"usermonth",
|
|
"queuestatus",
|
|
"queuepriority",
|
|
"userstatus",
|
|
"userpriority",
|
|
"userqueue",
|
|
"daysuntilticketclosedbymonth"
|
|
):
|
|
return None, None, HttpResponseRedirect(reverse("helpdesk:report_index"))
|
|
|
|
report_queryset = Ticket.objects.all().select_related().filter(
|
|
queue__in=HelpdeskUser(request.user).get_queues()
|
|
)
|
|
|
|
try:
|
|
saved_query, query_params = load_saved_query(request)
|
|
except QueryLoadError:
|
|
return None, HttpResponseRedirect(reverse('helpdesk:report_index'))
|
|
return report_queryset, query_params, saved_query, None
|
|
|
|
|
|
def get_report_table_and_totals(header1, summarytable, possible_options):
|
|
table = []
|
|
totals = {}
|
|
for item in header1:
|
|
data = []
|
|
for hdr in possible_options:
|
|
if hdr not in totals.keys():
|
|
totals[hdr] = summarytable[item, hdr]
|
|
else:
|
|
totals[hdr] += summarytable[item, hdr]
|
|
data.append(summarytable[item, hdr])
|
|
table.append([item] + data)
|
|
return table, totals
|
|
|
|
|
|
def update_summary_tables(report_queryset, report, summarytable, summarytable2):
|
|
metric3 = False
|
|
for ticket in report_queryset:
|
|
if report == 'userpriority':
|
|
metric1 = u'%s' % ticket.get_assigned_to
|
|
metric2 = u'%s' % ticket.get_priority_display()
|
|
|
|
elif report == 'userqueue':
|
|
metric1 = u'%s' % ticket.get_assigned_to
|
|
metric2 = u'%s' % ticket.queue.title
|
|
|
|
elif report == 'userstatus':
|
|
metric1 = u'%s' % ticket.get_assigned_to
|
|
metric2 = u'%s' % ticket.get_status_display()
|
|
|
|
elif report == 'usermonth':
|
|
metric1 = u'%s' % ticket.get_assigned_to
|
|
metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
|
|
|
|
elif report == 'queuepriority':
|
|
metric1 = u'%s' % ticket.queue.title
|
|
metric2 = u'%s' % ticket.get_priority_display()
|
|
|
|
elif report == 'queuestatus':
|
|
metric1 = u'%s' % ticket.queue.title
|
|
metric2 = u'%s' % ticket.get_status_display()
|
|
|
|
elif report == 'queuemonth':
|
|
metric1 = u'%s' % ticket.queue.title
|
|
metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
|
|
|
|
elif report == 'daysuntilticketclosedbymonth':
|
|
metric1 = u'%s' % ticket.queue.title
|
|
metric2 = u'%s-%s' % (ticket.created.year, ticket.created.month)
|
|
metric3 = ticket.modified - ticket.created
|
|
metric3 = metric3.days
|
|
|
|
else:
|
|
raise ValueError(f'report "{report}" is unrecognized.')
|
|
|
|
summarytable[metric1, metric2] += 1
|
|
if metric3:
|
|
if report == 'daysuntilticketclosedbymonth':
|
|
summarytable2[metric1, metric2] += metric3
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def run_report(request, report):
|
|
|
|
report_queryset, query_params, saved_query, redirect = get_report_queryset_or_redirect(
|
|
request, report
|
|
)
|
|
if redirect:
|
|
return redirect
|
|
if request.GET.get('saved_query', None):
|
|
Query(report_queryset, query_to_base64(query_params))
|
|
|
|
summarytable = defaultdict(int)
|
|
# a second table for more complex queries
|
|
summarytable2 = defaultdict(int)
|
|
|
|
first_ticket = Ticket.objects.all().order_by('created')[0]
|
|
first_month = first_ticket.created.month
|
|
first_year = first_ticket.created.year
|
|
|
|
last_ticket = Ticket.objects.all().order_by('-created')[0]
|
|
last_month = last_ticket.created.month
|
|
last_year = last_ticket.created.year
|
|
|
|
periods = []
|
|
year, month = first_year, first_month
|
|
working = True
|
|
periods.append("%s-%s" % (year, month))
|
|
|
|
while working:
|
|
month += 1
|
|
if month > 12:
|
|
year += 1
|
|
month = 1
|
|
if (year > last_year) or (month > last_month and year >= last_year):
|
|
working = False
|
|
periods.append("%s-%s" % (year, month))
|
|
|
|
if report == 'userpriority':
|
|
title = _('User by Priority')
|
|
col1heading = _('User')
|
|
possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES]
|
|
charttype = 'bar'
|
|
|
|
elif report == 'userqueue':
|
|
title = _('User by Queue')
|
|
col1heading = _('User')
|
|
queue_options = HelpdeskUser(request.user).get_queues()
|
|
possible_options = [q.title for q in queue_options]
|
|
charttype = 'bar'
|
|
|
|
elif report == 'userstatus':
|
|
title = _('User by Status')
|
|
col1heading = _('User')
|
|
possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES]
|
|
charttype = 'bar'
|
|
|
|
elif report == 'usermonth':
|
|
title = _('User by Month')
|
|
col1heading = _('User')
|
|
possible_options = periods
|
|
charttype = 'date'
|
|
|
|
elif report == 'queuepriority':
|
|
title = _('Queue by Priority')
|
|
col1heading = _('Queue')
|
|
possible_options = [t[1].title() for t in Ticket.PRIORITY_CHOICES]
|
|
charttype = 'bar'
|
|
|
|
elif report == 'queuestatus':
|
|
title = _('Queue by Status')
|
|
col1heading = _('Queue')
|
|
possible_options = [s[1].title() for s in Ticket.STATUS_CHOICES]
|
|
charttype = 'bar'
|
|
|
|
elif report == 'queuemonth':
|
|
title = _('Queue by Month')
|
|
col1heading = _('Queue')
|
|
possible_options = periods
|
|
charttype = 'date'
|
|
|
|
elif report == 'daysuntilticketclosedbymonth':
|
|
title = _('Days until ticket closed by Month')
|
|
col1heading = _('Queue')
|
|
possible_options = periods
|
|
charttype = 'date'
|
|
update_summary_tables(report_queryset, report, summarytable, summarytable2)
|
|
if report == 'daysuntilticketclosedbymonth':
|
|
for key in summarytable2.keys():
|
|
summarytable[key] = summarytable2[key] / summarytable[key]
|
|
|
|
header1 = sorted(set(list(i for i, _ in summarytable.keys())))
|
|
|
|
column_headings = [col1heading] + possible_options
|
|
|
|
# Prepare a dict to store totals for each possible option
|
|
table, totals = get_report_table_and_totals(header1, summarytable, possible_options)
|
|
# Pivot the data so that 'header1' fields are always first column
|
|
# in the row, and 'possible_options' are always the 2nd - nth columns.
|
|
|
|
# Zip data and headers together in one list for Morris.js charts
|
|
# will get a list like [(Header1, Data1), (Header2, Data2)...]
|
|
seriesnum = 0
|
|
morrisjs_data = []
|
|
for label in column_headings[1:]:
|
|
seriesnum += 1
|
|
datadict = {"x": label}
|
|
for n in range(0, len(table)):
|
|
datadict[n] = table[n][seriesnum]
|
|
morrisjs_data.append(datadict)
|
|
|
|
series_names = []
|
|
for series in table:
|
|
series_names.append(series[0])
|
|
|
|
# Add total row to table
|
|
total_data = ['Total']
|
|
for hdr in possible_options:
|
|
total_data.append(str(totals[hdr]))
|
|
|
|
return render(request, 'helpdesk/report_output.html', {
|
|
'title': title,
|
|
'charttype': charttype,
|
|
'data': table,
|
|
'total_data': total_data,
|
|
'headings': column_headings,
|
|
'series_names': series_names,
|
|
'morrisjs_data': morrisjs_data,
|
|
'from_saved_query': saved_query is not None,
|
|
'saved_query': saved_query,
|
|
})
|
|
|
|
|
|
run_report = staff_member_required(run_report)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def save_query(request):
|
|
title = request.POST.get('title', None)
|
|
shared = request.POST.get('shared', False)
|
|
if shared == 'on': # django only translates '1', 'true', 't' into True
|
|
shared = True
|
|
query_encoded = request.POST.get('query_encoded', None)
|
|
|
|
if not title or not query_encoded:
|
|
return HttpResponseRedirect(reverse('helpdesk:list'))
|
|
|
|
query = SavedSearch(title=title, shared=shared,
|
|
query=query_encoded, user=request.user)
|
|
query.save()
|
|
|
|
return HttpResponseRedirect('%s?saved_query=%s' % (reverse('helpdesk:list'), query.id))
|
|
|
|
|
|
save_query = staff_member_required(save_query)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def delete_saved_query(request, pk):
|
|
query = get_object_or_404(SavedSearch, id=pk, user=request.user)
|
|
|
|
if request.method == 'POST':
|
|
query.delete()
|
|
return HttpResponseRedirect(reverse('helpdesk:list'))
|
|
else:
|
|
return render(request, 'helpdesk/confirm_delete_saved_query.html', {'query': query})
|
|
|
|
|
|
delete_saved_query = staff_member_required(delete_saved_query)
|
|
|
|
|
|
class EditUserSettingsView(MustBeStaffMixin, UpdateView):
|
|
template_name = 'helpdesk/user_settings.html'
|
|
form_class = UserSettingsForm
|
|
model = UserSettings
|
|
success_url = reverse_lazy('helpdesk:dashboard')
|
|
|
|
def get_object(self, queryset=None):
|
|
return UserSettings.objects.get_or_create(user=self.request.user)[0]
|
|
|
|
|
|
@helpdesk_superuser_required
|
|
def email_ignore(request):
|
|
return render(request, 'helpdesk/email_ignore_list.html', {
|
|
'ignore_list': IgnoreEmail.objects.all(),
|
|
})
|
|
|
|
|
|
email_ignore = superuser_required(email_ignore)
|
|
|
|
|
|
@helpdesk_superuser_required
|
|
def email_ignore_add(request):
|
|
if request.method == 'POST':
|
|
form = EmailIgnoreForm(request.POST)
|
|
if form.is_valid():
|
|
form.save()
|
|
return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
|
|
else:
|
|
form = EmailIgnoreForm(request.GET)
|
|
|
|
return render(request, 'helpdesk/email_ignore_add.html', {'form': form})
|
|
|
|
|
|
email_ignore_add = superuser_required(email_ignore_add)
|
|
|
|
|
|
@helpdesk_superuser_required
|
|
def email_ignore_del(request, pk):
|
|
ignore = get_object_or_404(IgnoreEmail, id=pk)
|
|
if request.method == 'POST':
|
|
ignore.delete()
|
|
return HttpResponseRedirect(reverse('helpdesk:email_ignore'))
|
|
else:
|
|
return render(request, 'helpdesk/email_ignore_del.html', {'ignore': ignore})
|
|
|
|
|
|
email_ignore_del = superuser_required(email_ignore_del)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_cc(request, ticket_id):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, ticket)
|
|
|
|
copies_to = ticket.ticketcc_set.all()
|
|
return render(request, 'helpdesk/ticket_cc_list.html', {
|
|
'copies_to': copies_to,
|
|
'ticket': ticket,
|
|
})
|
|
|
|
|
|
ticket_cc = staff_member_required(ticket_cc)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_cc_add(request, ticket_id):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, ticket)
|
|
|
|
form = None
|
|
if request.method == 'POST':
|
|
form = TicketCCForm(request.POST)
|
|
if form.is_valid():
|
|
user = form.cleaned_data.get('user')
|
|
email = form.cleaned_data.get('email')
|
|
if user and ticket.ticketcc_set.filter(user=user).exists():
|
|
form.add_error(
|
|
'user', _('Impossible to add twice the same user'))
|
|
elif email and ticket.ticketcc_set.filter(email=email).exists():
|
|
form.add_error('email', _(
|
|
'Impossible to add twice the same email address'))
|
|
else:
|
|
ticketcc = form.save(commit=False)
|
|
ticketcc.ticket = ticket
|
|
ticketcc.save()
|
|
return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': ticket.id}))
|
|
|
|
return render(request, 'helpdesk/ticket_cc_add.html', {
|
|
'ticket': ticket,
|
|
'form': form,
|
|
'form_email': TicketCCEmailForm(),
|
|
'form_user': TicketCCUserForm(),
|
|
})
|
|
|
|
|
|
ticket_cc_add = staff_member_required(ticket_cc_add)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_cc_del(request, ticket_id, cc_id):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)
|
|
|
|
if request.method == 'POST':
|
|
cc.delete()
|
|
return HttpResponseRedirect(reverse('helpdesk:ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
|
|
|
|
return render(request, 'helpdesk/ticket_cc_del.html', {'ticket': ticket, 'cc': cc})
|
|
|
|
|
|
ticket_cc_del = staff_member_required(ticket_cc_del)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_dependency_add(request, ticket_id):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, ticket)
|
|
if request.method == 'POST':
|
|
form = TicketDependencyForm(ticket, request.POST)
|
|
if form.is_valid():
|
|
ticketdependency = form.save(commit=False)
|
|
ticketdependency.ticket = ticket
|
|
if ticketdependency.ticket != ticketdependency.depends_on:
|
|
ticketdependency.save()
|
|
return redirect(ticket.get_absolute_url())
|
|
else:
|
|
form = TicketDependencyForm(ticket)
|
|
return render(request, 'helpdesk/ticket_dependency_add.html', {
|
|
'ticket': ticket,
|
|
'form': form,
|
|
})
|
|
|
|
|
|
ticket_dependency_add = staff_member_required(ticket_dependency_add)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_dependency_del(request, ticket_id, dependency_id):
|
|
dependency = get_object_or_404(
|
|
TicketDependency, ticket__id=ticket_id, id=dependency_id)
|
|
if request.method == 'POST':
|
|
dependency.delete()
|
|
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
|
|
return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency})
|
|
|
|
|
|
ticket_dependency_del = staff_member_required(ticket_dependency_del)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_resolves_add(request, ticket_id):
|
|
depends_on = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, depends_on)
|
|
if request.method == 'POST':
|
|
form = TicketResolvesForm(depends_on, request.POST)
|
|
if form.is_valid():
|
|
ticketdependency = form.save(commit=False)
|
|
ticketdependency.depends_on = depends_on
|
|
if ticketdependency.ticket != ticketdependency.depends_on:
|
|
ticketdependency.save()
|
|
return redirect(depends_on.get_absolute_url())
|
|
else:
|
|
form = TicketResolvesForm(depends_on)
|
|
return render(request, 'helpdesk/ticket_resolves_add.html', {
|
|
'depends_on': depends_on,
|
|
'form': form,
|
|
})
|
|
|
|
|
|
ticket_resolves_add = staff_member_required(ticket_resolves_add)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def ticket_resolves_del(request, ticket_id, dependency_id):
|
|
dependency = get_object_or_404(
|
|
TicketDependency, ticket__id=ticket_id, id=dependency_id)
|
|
depends_on_id = dependency.depends_on.id
|
|
if request.method == 'POST':
|
|
dependency.delete()
|
|
return HttpResponseRedirect(reverse('helpdesk:view', args=[depends_on_id]))
|
|
return render(request, 'helpdesk/ticket_dependency_del.html', {'dependency': dependency})
|
|
|
|
ticket_resolves_del = staff_member_required(ticket_resolves_del)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def attachment_del(request, ticket_id, attachment_id):
|
|
ticket = get_object_or_404(Ticket, id=ticket_id)
|
|
ticket_perm_check(request, ticket)
|
|
|
|
attachment = get_object_or_404(FollowUpAttachment, id=attachment_id)
|
|
if request.method == 'POST':
|
|
attachment.delete()
|
|
return HttpResponseRedirect(reverse('helpdesk:view', args=[ticket_id]))
|
|
return render(request, 'helpdesk/ticket_attachment_del.html', {
|
|
'attachment': attachment,
|
|
'filename': attachment.filename,
|
|
})
|
|
|
|
|
|
def calc_average_nbr_days_until_ticket_resolved(Tickets):
|
|
nbr_closed_tickets = len(Tickets)
|
|
days_per_ticket = 0
|
|
days_each_ticket = list()
|
|
|
|
for ticket in Tickets:
|
|
time_ticket_open = ticket.modified - ticket.created
|
|
days_this_ticket = time_ticket_open.days
|
|
days_per_ticket += days_this_ticket
|
|
days_each_ticket.append(days_this_ticket)
|
|
|
|
if nbr_closed_tickets > 0:
|
|
mean_per_ticket = days_per_ticket / nbr_closed_tickets
|
|
else:
|
|
mean_per_ticket = 0
|
|
|
|
return mean_per_ticket
|
|
|
|
|
|
def calc_basic_ticket_stats(Tickets):
|
|
# all not closed tickets (open, reopened, resolved,) - independent of user
|
|
all_open_tickets = Tickets.exclude(status=Ticket.CLOSED_STATUS)
|
|
today = datetime.today()
|
|
|
|
date_30 = date_rel_to_today(today, 30)
|
|
date_60 = date_rel_to_today(today, 60)
|
|
date_30_str = date_30.strftime(CUSTOMFIELD_DATE_FORMAT)
|
|
date_60_str = date_60.strftime(CUSTOMFIELD_DATE_FORMAT)
|
|
|
|
# > 0 & <= 30
|
|
ota_le_30 = all_open_tickets.filter(created__gte=date_30_str)
|
|
N_ota_le_30 = len(ota_le_30)
|
|
|
|
# >= 30 & <= 60
|
|
ota_le_60_ge_30 = all_open_tickets.filter(
|
|
created__gte=date_60_str, created__lte=date_30_str)
|
|
N_ota_le_60_ge_30 = len(ota_le_60_ge_30)
|
|
|
|
# >= 60
|
|
ota_ge_60 = all_open_tickets.filter(created__lte=date_60_str)
|
|
N_ota_ge_60 = len(ota_ge_60)
|
|
|
|
# (O)pen (T)icket (S)tats
|
|
ots = list()
|
|
# label, number entries, color, sort_string
|
|
ots.append(['Tickets < 30 days', N_ota_le_30, 'success',
|
|
sort_string(date_30_str, ''), ])
|
|
ots.append(['Tickets 30 - 60 days', N_ota_le_60_ge_30,
|
|
'success' if N_ota_le_60_ge_30 == 0 else 'warning',
|
|
sort_string(date_60_str, date_30_str), ])
|
|
ots.append(['Tickets > 60 days', N_ota_ge_60,
|
|
'success' if N_ota_ge_60 == 0 else 'danger',
|
|
sort_string('', date_60_str), ])
|
|
|
|
# all closed tickets - independent of user.
|
|
all_closed_tickets = Tickets.filter(status=Ticket.CLOSED_STATUS)
|
|
average_nbr_days_until_ticket_closed = \
|
|
calc_average_nbr_days_until_ticket_resolved(all_closed_tickets)
|
|
# all closed tickets that were opened in the last 60 days.
|
|
all_closed_last_60_days = all_closed_tickets.filter(
|
|
created__gte=date_60_str)
|
|
average_nbr_days_until_ticket_closed_last_60_days = \
|
|
calc_average_nbr_days_until_ticket_resolved(all_closed_last_60_days)
|
|
|
|
# put together basic stats
|
|
basic_ticket_stats = {
|
|
'average_nbr_days_until_ticket_closed': average_nbr_days_until_ticket_closed,
|
|
'average_nbr_days_until_ticket_closed_last_60_days':
|
|
average_nbr_days_until_ticket_closed_last_60_days,
|
|
'open_ticket_stats': ots,
|
|
}
|
|
|
|
return basic_ticket_stats
|
|
|
|
|
|
def get_color_for_nbr_days(nbr_days):
|
|
if nbr_days < 5:
|
|
color_string = 'green'
|
|
elif nbr_days < 10:
|
|
color_string = 'orange'
|
|
else: # more than 10 days
|
|
color_string = 'red'
|
|
|
|
return color_string
|
|
|
|
|
|
def days_since_created(today, ticket):
|
|
return (today - ticket.created).days
|
|
|
|
|
|
def date_rel_to_today(today, offset):
|
|
return today - timedelta(days=offset)
|
|
|
|
|
|
def sort_string(begin, end):
|
|
return 'sort=created&date_from=%s&date_to=%s&status=%s&status=%s&status=%s' % (
|
|
begin, end, Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS, Ticket.RESOLVED_STATUS)
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def checklist_templates(request, checklist_template_id=None):
|
|
checklist_template = None
|
|
if checklist_template_id:
|
|
checklist_template = get_object_or_404(ChecklistTemplate, id=checklist_template_id)
|
|
form = ChecklistTemplateForm(request.POST or None, instance=checklist_template)
|
|
if form.is_valid():
|
|
form.save()
|
|
return redirect('helpdesk:checklist_templates')
|
|
return render(request, 'helpdesk/checklist_templates.html', {
|
|
'checklists': ChecklistTemplate.objects.all(),
|
|
'checklist_template': checklist_template,
|
|
'form': form
|
|
})
|
|
|
|
|
|
@helpdesk_staff_member_required
|
|
def delete_checklist_template(request, checklist_template_id):
|
|
checklist_template = get_object_or_404(ChecklistTemplate, id=checklist_template_id)
|
|
if request.method == 'POST':
|
|
checklist_template.delete()
|
|
return redirect('helpdesk:checklist_templates')
|
|
return render(request, 'helpdesk/checklist_template_confirm_delete.html', {
|
|
'checklist_template': checklist_template,
|
|
})
|