mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
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508 lines
18 KiB
Python
508 lines
18 KiB
Python
"""
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django-helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
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forms.py - Definitions of newforms-based forms for creating and maintaining
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tickets.
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"""
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from django.core.exceptions import ObjectDoesNotExist
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from django.utils.six import StringIO
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from django import forms
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from django.forms import extras
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from django.conf import settings
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from django.utils.translation import ugettext_lazy as _
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from django.contrib.auth import get_user_model
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try:
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from django.utils import timezone
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except ImportError:
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from datetime import datetime as timezone
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from helpdesk.lib import send_templated_mail, safe_template_context
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from helpdesk.models import (Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC,
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CustomField, TicketCustomFieldValue, TicketDependency)
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from helpdesk import settings as helpdesk_settings
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User = get_user_model()
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CUSTOMFIELD_TO_FIELD_DICT = {
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# Store the immediate equivalences here
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'boolean': forms.BooleanField,
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'date': forms.DateField,
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'time': forms.TimeField,
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'datetime': forms.DateTimeField,
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'email': forms.EmailField,
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'url': forms.URLField,
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'ipaddress': forms.GenericIPAddressField,
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'slug': forms.SlugField,
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}
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class CustomFieldMixin(object):
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"""
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Mixin that provides a method to turn CustomFields into an actual field
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"""
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def customfield_to_field(self, field, instanceargs):
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# if-elif branches start with special cases
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if field.data_type == 'varchar':
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fieldclass = forms.CharField
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'text':
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fieldclass = forms.CharField
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instanceargs['widget'] = forms.Textarea
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instanceargs['max_length'] = field.max_length
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elif field.data_type == 'integer':
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fieldclass = forms.IntegerField
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elif field.data_type == 'decimal':
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fieldclass = forms.DecimalField
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instanceargs['decimal_places'] = field.decimal_places
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instanceargs['max_digits'] = field.max_length
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elif field.data_type == 'list':
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fieldclass = forms.ChoiceField
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choices = field.choices_as_array
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if field.empty_selection_list:
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choices.insert(0, ('', '---------'))
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instanceargs['choices'] = choices
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else:
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# Try to use the immediate equivalences dictionary
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try:
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fieldclass = CUSTOMFIELD_TO_FIELD_DICT[field.data_type]
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except KeyError:
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# The data_type was not found anywhere
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raise NameError("Unrecognized data_type %s" % field.data_type)
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self.fields['custom_%s' % field.name] = fieldclass(**instanceargs)
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class EditTicketForm(CustomFieldMixin, forms.ModelForm):
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class Meta:
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model = Ticket
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exclude = ('created', 'modified', 'status', 'on_hold', 'resolution', 'last_escalation', 'assigned_to')
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def __init__(self, *args, **kwargs):
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"""
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Add any custom fields that are defined to the form
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"""
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super(EditTicketForm, self).__init__(*args, **kwargs)
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for field in CustomField.objects.all():
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try:
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current_value = TicketCustomFieldValue.objects.get(ticket=self.instance, field=field)
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initial_value = current_value.value
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except TicketCustomFieldValue.DoesNotExist:
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initial_value = None
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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'initial': initial_value,
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}
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self.customfield_to_field(field, instanceargs)
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def save(self, *args, **kwargs):
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for field, value in self.cleaned_data.items():
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '', 1)
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customfield = CustomField.objects.get(name=field_name)
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try:
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cfv = TicketCustomFieldValue.objects.get(ticket=self.instance, field=customfield)
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except ObjectDoesNotExist:
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cfv = TicketCustomFieldValue(ticket=self.instance, field=customfield)
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cfv.value = value
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cfv.save()
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return super(EditTicketForm, self).save(*args, **kwargs)
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class EditFollowUpForm(forms.ModelForm):
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class Meta:
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model = FollowUp
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exclude = ('date', 'user',)
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def __init__(self, *args, **kwargs):
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"""Filter not openned tickets here."""
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super(EditFollowUpForm, self).__init__(*args, **kwargs)
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self.fields["ticket"].queryset = Ticket.objects.filter(status__in=(Ticket.OPEN_STATUS, Ticket.REOPENED_STATUS))
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class AbstractTicketForm(CustomFieldMixin, forms.Form):
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"""
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Contain all the common code and fields between "TicketForm" and
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"PublicTicketForm". This Form is not intended to be used directly.
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"""
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queue = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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label=_('Queue'),
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required=True,
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choices=()
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)
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title = forms.CharField(
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max_length=100,
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required=True,
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widget=forms.TextInput(attrs={'class': 'form-control'}),
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label=_('Summary of the problem'),
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)
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body = forms.CharField(
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widget=forms.Textarea(attrs={'class': 'form-control'}),
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label=_('Description of your issue'),
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required=True,
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help_text=_('Please be as descriptive as possible and include all details'),
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)
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priority = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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choices=Ticket.PRIORITY_CHOICES,
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required=True,
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initial='3',
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label=_('Priority'),
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help_text=_("Please select a priority carefully. If unsure, leave it as '3'."),
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)
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due_date = forms.DateTimeField(
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widget=forms.TextInput(attrs={'class': 'form-control'}),
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required=False,
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label=_('Due on'),
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)
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attachment = forms.FileField(
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required=False,
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label=_('Attach File'),
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help_text=_('You can attach a file such as a document or screenshot to this ticket.'),
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)
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def _add_form_custom_fields(self, staff_only_filter=None):
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if staff_only_filter is None:
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queryset = CustomField.objects.all()
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else:
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queryset = CustomField.objects.filter(staff_only=staff_only_filter)
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for field in queryset:
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instanceargs = {
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'label': field.label,
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'help_text': field.help_text,
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'required': field.required,
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}
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self.customfield_to_field(field, instanceargs)
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def _create_ticket(self):
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queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
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ticket = Ticket(title=self.cleaned_data['title'],
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submitter_email=self.cleaned_data['submitter_email'],
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created=timezone.now(),
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status=Ticket.OPEN_STATUS,
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queue=queue,
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description=self.cleaned_data['body'],
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priority=self.cleaned_data['priority'],
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due_date=self.cleaned_data['due_date'],
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)
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return ticket, queue
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def _create_custom_fields(self, ticket):
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for field, value in self.cleaned_data.items():
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if field.startswith('custom_'):
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field_name = field.replace('custom_', '', 1)
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custom_field = CustomField.objects.get(name=field_name)
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cfv = TicketCustomFieldValue(ticket=ticket,
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field=custom_field,
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value=value)
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cfv.save()
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def _create_follow_up(self, ticket, title, user=None):
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followup = FollowUp(ticket=ticket,
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title=title,
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date=timezone.now(),
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public=True,
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comment=self.cleaned_data['body'],
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)
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if user:
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followup.user = user
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return followup
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def _attach_files_to_follow_up(self, followup):
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attachments = []
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if self.cleaned_data['attachment']:
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import mimetypes
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attachment = self.cleaned_data['attachment']
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filename = attachment.name.replace(' ', '_')
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att = Attachment(
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followup=followup,
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filename=filename,
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mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
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size=attachment.size,
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)
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att.file.save(attachment.name, attachment, save=False)
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att.save()
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if attachment.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
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# Only files smaller than 512kb (or as defined in
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# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
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try:
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attachments.append([att.filename, att.file])
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except NotImplementedError:
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pass
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return attachments
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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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messages_sent_to = []
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if ticket.submitter_email:
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send_templated_mail(
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'newticket_submitter',
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context,
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recipients=ticket.submitter_email,
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sender=queue.from_address,
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(ticket.submitter_email)
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if ticket.assigned_to and \
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ticket.assigned_to != user and \
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ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
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ticket.assigned_to.email and \
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ticket.assigned_to.email not in messages_sent_to:
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send_templated_mail(
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'assigned_owner',
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context,
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recipients=ticket.assigned_to.email,
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sender=queue.from_address,
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(ticket.assigned_to.email)
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if queue.new_ticket_cc and queue.new_ticket_cc not in messages_sent_to:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=queue.new_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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files=files,
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)
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messages_sent_to.append(queue.new_ticket_cc)
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if queue.updated_ticket_cc and \
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queue.updated_ticket_cc != queue.new_ticket_cc and \
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queue.updated_ticket_cc not in messages_sent_to:
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send_templated_mail(
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'newticket_cc',
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context,
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recipients=queue.updated_ticket_cc,
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sender=queue.from_address,
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fail_silently=True,
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files=files,
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)
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class TicketForm(AbstractTicketForm):
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"""
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Ticket Form creation for registered users.
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"""
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submitter_email = forms.EmailField(
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required=False,
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label=_('Submitter E-Mail Address'),
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widget=forms.TextInput(attrs={'class': 'form-control'}),
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help_text=_('This e-mail address will receive copies of all public '
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'updates to this ticket.'),
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)
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assigned_to = forms.ChoiceField(
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widget=forms.Select(attrs={'class': 'form-control'}),
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choices=(),
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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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)
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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(TicketForm, self).__init__(*args, **kwargs)
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self._add_form_custom_fields()
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def save(self, user=None):
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"""
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Writes and returns a Ticket() object
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"""
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ticket, queue = self._create_ticket()
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if self.cleaned_data['assigned_to']:
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try:
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u = User.objects.get(id=self.cleaned_data['assigned_to'])
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ticket.assigned_to = u
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except User.DoesNotExist:
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ticket.assigned_to = None
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ticket.save()
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self._create_custom_fields(ticket)
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if self.cleaned_data['assigned_to']:
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title = _('Ticket Opened & Assigned to %(name)s') % {
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'name': ticket.get_assigned_to or _("<invalid user>")
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}
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else:
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title = _('Ticket Opened')
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followup = self._create_follow_up(ticket, title=title, user=user)
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followup.save()
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files = self._attach_files_to_follow_up(followup)
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self._send_messages(ticket=ticket,
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queue=queue,
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followup=followup,
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files=files,
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user=user)
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return ticket
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class PublicTicketForm(AbstractTicketForm):
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"""
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Ticket Form creation for all users (public-facing).
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"""
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submitter_email = forms.EmailField(
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widget=forms.TextInput(attrs={'class': 'form-control'}),
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required=True,
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label=_('Your E-Mail Address'),
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help_text=_('We will e-mail you when your ticket is updated.'),
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)
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def __init__(self, *args, **kwargs):
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"""
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Add any (non-staff) custom fields that are defined to the form
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"""
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super(PublicTicketForm, self).__init__(*args, **kwargs)
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self._add_form_custom_fields(False)
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def save(self):
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"""
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Writes and returns a Ticket() object
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"""
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ticket, queue = self._create_ticket()
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if queue.default_owner and not ticket.assigned_to:
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ticket.assigned_to = queue.default_owner
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ticket.save()
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self._create_custom_fields(ticket)
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followup = self._create_follow_up(ticket, title=_('Ticket Opened Via Web'))
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followup.save()
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files = self._attach_files_to_follow_up(followup)
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self._send_messages(ticket=ticket,
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queue=queue,
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followup=followup,
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files=files)
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return ticket
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class UserSettingsForm(forms.Form):
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login_view_ticketlist = forms.BooleanField(
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label=_('Show Ticket List on Login?'),
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help_text=_('Display the ticket list upon login? Otherwise, the dashboard is shown.'),
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required=False,
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)
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email_on_ticket_change = forms.BooleanField(
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label=_('E-mail me on ticket change?'),
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help_text=_('If you\'re the ticket owner and the ticket is changed via the web by somebody else, do you want to receive an e-mail?'),
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required=False,
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)
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email_on_ticket_assign = forms.BooleanField(
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label=_('E-mail me when assigned a ticket?'),
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help_text=_('If you are assigned a ticket via the web, do you want to receive an e-mail?'),
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required=False,
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)
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tickets_per_page = forms.ChoiceField(
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label=_('Number of tickets to show per page'),
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help_text=_('How many tickets do you want to see on the Ticket List page?'),
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required=False,
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choices=((10, '10'), (25, '25'), (50, '50'), (100, '100')),
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)
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use_email_as_submitter = forms.BooleanField(
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label=_('Use my e-mail address when submitting tickets?'),
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help_text=_('When you submit a ticket, do you want to automatically '
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'use your e-mail address as the submitter address? You '
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'can type a different e-mail address when entering the '
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'ticket if needed, this option only changes the default.'),
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required=False,
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)
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class EmailIgnoreForm(forms.ModelForm):
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class Meta:
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model = IgnoreEmail
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exclude = []
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class TicketCCForm(forms.ModelForm):
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''' Adds either an email address or helpdesk user as a CC on a Ticket. Used for processing POST requests. '''
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class Meta:
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model = TicketCC
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exclude = ('ticket',)
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def __init__(self, *args, **kwargs):
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super(TicketCCForm, self).__init__(*args, **kwargs)
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
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users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
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else:
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users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
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self.fields['user'].queryset = users
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class TicketCCUserForm(forms.ModelForm):
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''' Adds a helpdesk user as a CC on a Ticket '''
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def __init__(self, *args, **kwargs):
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super(TicketCCUserForm, self).__init__(*args, **kwargs)
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if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_CC:
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users = User.objects.filter(is_active=True, is_staff=True).order_by(User.USERNAME_FIELD)
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else:
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users = User.objects.filter(is_active=True).order_by(User.USERNAME_FIELD)
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self.fields['user'].queryset = users
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class Meta:
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model = TicketCC
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exclude = ('ticket', 'email',)
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class TicketCCEmailForm(forms.ModelForm):
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''' Adds an email address as a CC on a Ticket '''
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def __init__(self, *args, **kwargs):
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super(TicketCCEmailForm, self).__init__(*args, **kwargs)
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class Meta:
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model = TicketCC
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exclude = ('ticket', 'user',)
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class TicketDependencyForm(forms.ModelForm):
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''' Adds a different ticket as a dependency for this Ticket '''
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class Meta:
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model = TicketDependency
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exclude = ('ticket',)
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