def gather_answer_email_context(answer):
site = Site.objects.get_current()
if answer.created_by.company == 'Gluu':
support_plan = "Staff"
else:
plan = get_support_plan(answer.created_by)
if not plan or not plan['support_plan']:
support_plan = "Community"
else:
support_plan = plan['support_plan']
ticket_link = '{}#at{}'.format(generate_ticket_url(answer.ticket), answer.id)
context = {
'site_name': site.name,
'ticket_id': answer.ticket.id,
'ticket_title': answer.ticket.title,
'support_plan': support_plan,
'ticket_link': ticket_link,
'answer_created_by': answer.created_by,
'answer_created_by_comp': answer.created_by.get_company(),
'answer_body': answer.answer,
'subscription_link': generate_subscribe_link(answer.ticket)
}
return context
def get_support_details(request):
if request.user.is_named:
company = request.user.company_association
support_plan = crm_interface.get_support_plan(request.user)
if support_plan:
cmp = Company.objects.get(id=company.id)
if cmp.entitlements != "[]":
response = json.loads(cmp.entitlements)
available_support_time = response['support_hours']
available_review_time = response['review_hours']
support_plan['named_contacts'] = response['named_contacts']
support_plan['available_support_time'] = available_support_time
support_plan['available_review_time'] = available_review_time
support_plan['remaining_support_time'] = format_minutes(
(available_support_time * 60) - get_spent_meeting_minutes(
company, 'SUP', support_plan['start_date']))
support_plan['remaining_review_time'] = format_minutes(
(available_review_time * 60) - get_spent_meeting_minutes(
company, 'REV', support_plan['start_date']))
return support_plan
else:
return []
else:
return []
def support_plan(self):
plan = get_support_plan(self.created_by)
support_level = 'Community'
if plan:
if plan['support_plan'] == 'blank':
support_level = "Community"
else:
support_level = plan['support_plan']
return support_level
def handle(self, *args, **options):
staff_users = UserProfile.objects.filter(
is_active=True,
crm_type__in=[constants.STAFF, constants.ADMIN, constants.MANAGER]
)
for user in staff_users:
tickets = Ticket.objects.filter(
assigned_to=user, is_deleted=False,
status__in=['pending', 'inprogress', 'assigned']).order_by('date_modified')
named_tickets = []
community_tickets = []
if not tickets:
continue
for ticket in tickets:
if ticket.owned_by.is_named:
if not ticket.issue_type:
logger.error('Named ticket without issue type: {}'.format(ticket.id))
ticket.support_plan = crm_interface.get_support_plan(ticket.owned_by)
if not ticket.support_plan or not ticket.support_plan['support_plan']:
logger.error('Named ticket without support plan: {}'.format(ticket.id))
ticket.is_overdue = ticket.date_modified < timezone.now() - timedelta(days=10)
named_tickets.append(ticket)
else:
community_tickets.append(ticket)
context = {
'base_url': get_base_url(),
'user': user,
'community_tickets': community_tickets,
'named_tickets': named_tickets,
'tickets_count': tickets.count()
}
logger.info(u'Daily digest sent to staff {}'.format(user.email))
send_mail(
subject_template_name='emails/reminders/staff_digest_subject.txt',
email_template_name='emails/reminders/staff_digest.txt',
to_email=user.email,
context=context,
html_email_template_name='emails/reminders/staff_digest.html',
bcc=settings.DEFAULT_RECIPIENT_IDLE_TICKET_REMINDERS
)
def handle(self, *arg, **option):
try:
tickets = Ticket.objects.filter(
is_deleted=False,
issue_type__in=['outage', 'impaired'],
status__in=['pending', 'inprogress', 'assigned', 'new'],
)
account_sid = "Your twilio account sid"
auth_token = "Your twilio auth token"
client = Client(account_sid, auth_token)
for ticket in tickets:
support_plan = get_support_plan(ticket.created_by)
if support_plan:
support_level = support_plan.get('support_plan')
if support_level == "Enterprise" and ticket.issue_type == "outage":
self.send_notification(5, ticket.issue_type, client,
ticket)
elif support_level == "Premium" and ticket.issue_type == "outage":
self.send_notification(30, ticket.issue_type, client,
ticket)
elif support_level == "Standard" and ticket.issue_type == "outage":
self.send_notification(60, ticket.issue_type, client,
ticket)
elif support_level == "Basic" and ticket.issue_type == "outage":
self.send_notification(120, ticket.issue_type, client,
ticket)
elif support_level == "Enterprise" and ticket.issue_type == "impaired":
self.send_notification(30, ticket.issue_type, client,
ticket)
elif support_level == "Premium" and ticket.issue_type == "impaired":
self.send_notification(30, ticket.issue_type, client,
ticket)
elif support_level == "Standard" and ticket.issue_type == "impaired":
self.send_notification(120, ticket.issue_type, client,
ticket)
elif support_level == "Basic" and ticket.issue_type == "impaired":
self.send_notification(120, ticket.issue_type, client,
ticket)
else:
continue
except Exception as e:
pass
def handle(self, *args, **options):
if options['notify_email']:
notify_email = True
else:
notify_email = False
tickets = Ticket.objects.filter(
status__in=['new', 'assigned'],
issue_type='outage',
is_deleted=False
)
for ticket in tickets:
if ticket.owned_by.is_admin:
continue
if ticket.owned_by.is_basic:
log_emails('New Ticket Reminder: Ticket with issue type by basic user {}'.format(
ticket.id), 'ERROR')
continue
support_plan = get_support_plan(ticket.owned_by)
if not support_plan or not support_plan['support_plan']:
log_emails('New Ticket Reminder Outage: No support plan found for {}'.format(
ticket.owned_by.get_company()), 'ERROR')
continue
if support_plan['managed_service'] == 1:
support_plan = 'Enterprise'
else:
support_plan = support_plan['support_plan']
sla_time_delta = SLA_MATRIX_NEW[support_plan]['outage']
if ticket.last_updated_at < timezone.now() - timedelta(minutes=sla_time_delta):
send_new_ticket_reminder(ticket, support_plan, notify_email)
def dashboard(request, page_type=''):
u = request.user
q = [Q(is_deleted=False)]
exq = []
filter_by_page = []
columns = [
'id', 'title', 'ticket_category', 'status', 'issue_type', 'date_added',
'assigned_to__first_name'
]
order_dash = ['-id']
if page_type == 'my-assignments' and u.is_admin:
q.append(Q(assigned_to=u))
exq.append(Q(status='closed'))
elif page_type == 'in-progress-tickets' and u.is_admin:
q.append(Q(assigned_to=u) & Q(status="inprogress"))
elif page_type == 'pending-tickets' and u.is_admin:
q.append(Q(assigned_to=u) & Q(status="pending"))
elif page_type == 'unassigned' and u.is_admin:
q.append(Q(assigned_to__isnull=True))
exq.append(Q(status='closed'))
elif page_type == 'open-tickets' and u.is_admin:
exq.append(Q(status='closed'))
elif page_type == 'closed-tickets' and u.is_admin:
q.append(Q(status='closed'))
elif page_type == 'my-alerts':
q.append(Q(ticket_alerts__user=u))
elif page_type == 'my-tickets':
q.append((Q(created_by=u) & Q(created_for=None)) | Q(created_for=u))
elif page_type == 'my-named-tickets' and u.is_named:
q.append(Q(company_association=u.company_association))
elif page_type == 'named-open-tickets' and u.is_named:
q.append(Q(company_association=u.company_association))
exq.append(Q(status='closed'))
elif page_type == 'named-closed-tickets' and u.is_named:
q.append(
Q(company_association=u.company_association) & Q(status='closed'))
elif page_type == 'my-open-tickets':
q.append((Q(created_by=u) & Q(created_for=None)) | Q(created_for=u))
exq.append(Q(status='closed'))
elif page_type == 'my-closed-tickets':
q.append(((Q(created_by=u) & Q(created_for=None)) | Q(created_for=u))
& Q(status='closed'))
elif page_type == 'partner-tickets':
client = request.GET.get('partner', None)
if client:
q.append(Q(company_association__name=client))
elif page_type == 'company-users':
return add_company_user(request)
elif page_type == 'company-partners':
return add_company_partner(request)
elif page_type == 'company-booking':
return book_meeting(request)
elif page_type == 'my-profile':
return my_profile(request)
elif page_type == 'oxd-config':
return oxd_form(request)
elif page_type == 'all-tickets' and u.is_admin:
pass
elif page_type == 'view-users' and u.is_admin:
return view_users(request, page_type)
else:
messages.error(request,
_('You are not authorized to see requested page!'))
return HttpResponseRedirect(
reverse('profile:dashboard', kwargs={'page_type': 'my-tickets'}))
filters = FilterTicketsForm(request.GET, user=request.user)
if filters.is_valid():
if filters.cleaned_data['named']:
q.append((Q(created_by__crm_type='named') & Q(created_for=None))
| Q(created_for__crm_type='named'))
if filters.cleaned_data['status']:
q.append(Q(status__in=filters.cleaned_data['status']))
if filters.cleaned_data['category']:
q.append(Q(ticket_category__in=filters.cleaned_data['category']))
if filters.cleaned_data['issue_type']:
if 'community' in filters.cleaned_data['issue_type']:
q.append(
Q(issue_type__in=filters.cleaned_data['issue_type'])
| Q(issue_type=''))
else:
q.append(Q(issue_type__in=filters.cleaned_data['issue_type']))
if filters.cleaned_data['company']:
q.append(
(Q(created_by__company__in=filters.cleaned_data['company'])
& Q(created_for=None))
| Q(created_for__company__in=filters.cleaned_data['company']))
if filters.cleaned_data['assigned_to']:
q.append(Q(assigned_to__in=filters.cleaned_data['assigned_to']))
if filters.cleaned_data['created_by']:
q.append((Q(created_by__in=filters.cleaned_data['created_by'])
& Q(created_for=None))
| Q(created_for__in=filters.cleaned_data['created_by']))
if filters.cleaned_data['created_date'] or filters.cleaned_data[
'created_filters']:
dd = filters.cleaned_data['created_date']
now = timezone.now()
today = now.date()
if filters.cleaned_data['created_filters'] == "eq" and dd:
s, f = cstm_dates(dd, dd)
q.append(Q(date_added__gte=s) & Q(date_added__lte=f))
if filters.cleaned_data['created_filters'] == "not_eq" and dd:
s, f = cstm_dates(dd, dd)
q.append(Q(date_added__lt=s) & Q(date_added__gt=f))
if filters.cleaned_data['created_filters'] == "gt" and dd:
q.append(Q(date_added__gt=dd))
if filters.cleaned_data['created_filters'] == "lt" and dd:
q.append(Q(date_added__lt=dd))
if filters.cleaned_data['created_filters'] == "last_7_days":
last_7_days = now.date() - timedelta(days=7)
s, f = cstm_dates(last_7_days, today)
q.append(Q(date_added__gte=s) & Q(date_added__lte=f))
if filters.cleaned_data['created_filters'] == "last_30_days":
last_30_days = now.date() - timedelta(days=30)
s, f = cstm_dates(last_30_days, today)
q.append(Q(date_added__gte=s) & Q(date_added__lte=f))
if filters.cleaned_data['created_filters'] == "last_month":
first_last_month = today.replace(month=today.month - 1, day=1)
last_last_month = today.replace(month=today.month, day=1)
s, f = cstm_dates(first_last_month, last_last_month)
q.append(Q(date_added__gte=s) & Q(date_added__lt=f))
if filters.cleaned_data['created_filters'] == "this_month":
this_month = today.replace(day=1)
next_month = today.replace(month=today.month + 1, day=1)
s, f = cstm_dates(this_month, next_month)
q.append(Q(date_added__gte=s) & Q(date_added__lte=f))
if filters.cleaned_data['created_filters'] == "last_year":
last_year = today.replace(year=today.year - 1, month=1, day=1)
q.append(Q(date_added__year=last_year.year))
if filters.cleaned_data['created_filters'] == "this_year":
q.append(Q(date_added__year=today.year))
filter_by_page = q
# TODO Decouple from the rest
if request.method == 'POST':
user_filters = []
if 'search[value]' in request.POST and len(
request.POST['search[value]']) >= 3:
search_value = request.POST['search[value]'].strip()
if len(search_value) == 3 and len(search_value.split(' ')) > 1:
for word in search_value.split(' '):
user_filters.extend([
(Q(created_by__first_name=word) & Q(created_for=None))
| Q(created_for__first_name=word) |
(Q(created_by__last_name=word) & Q(created_for=None))
| Q(created_for__last_name=word)
| Q(assigned_to__first_name=word)
])
else:
q.extend([
Q(id__icontains=request.POST['search[value]']) |
(Q(created_by__first_name=request.POST['search[value]'])
& Q(created_for=None))
| Q(created_for__first_name=request.POST['search[value]'])
| (Q(created_by__last_name=request.POST['search[value]'])
& Q(created_for=None))
| Q(created_for__last_name=request.POST['search[value]']) |
(Q(created_by__email__icontains=search_value)
& Q(created_for=None))
| Q(created_for__email__icontains=search_value)
| Q(ticket_category=request.POST['search[value]'])
| Q(status__icontains=request.POST['search[value]'])
| Q(issue_type__icontains=request.POST['search[value]'])
| Q(title__icontains=request.POST['search[value]'])
| Q(assigned_to__first_name__icontains=request.
POST['search[value]'])
# Q(["CONCAT_WS(' ', profiles_userprofile.first_name, profiles_userprofile.last_name) like '"+request.POST['search[value]']+"' "])
])
if 'order[0][column]' in request.POST:
order_sign = '-' if request.POST['order[0][dir]'] == 'desc' else ''
order_dash = [
'%s%s' %
(order_sign, columns[int(request.POST['order[0][column]'])])
]
results = {
"draw": request.POST['draw'],
"recordsTotal": 0,
"recordsFiltered": int(request.POST['length']),
"data": []
}
cur = int(request.POST['start'])
cur_length = int(request.POST['length']) + cur
if len(user_filters) > 1:
tickets = Ticket.objects.get_active(u).filter(*q).exclude(
*exq).filter(*user_filters).order_by(
*order_dash)[cur:cur_length]
else:
tickets = Ticket.objects.get_active(u).filter(*q).exclude(
*exq).order_by(*order_dash)[cur:cur_length]
if len(user_filters) > 1:
results['recordsTotal'] = Ticket.objects.get_active(u).filter(
*filter_by_page).exclude(*exq).filter(*user_filters).count()
results['recordsFiltered'] = Ticket.objects.get_active(u).filter(
*q).exclude(*exq).filter(*user_filters).count()
else:
results['recordsTotal'] = Ticket.objects.get_active(u).filter(
*filter_by_page).exclude(*exq).count()
results['recordsFiltered'] = Ticket.objects.get_active(u).filter(
*q).exclude(*exq).count()
staff = UserProfile.objects.filter(
is_active=True, crm_type__in=['staff', 'admin', 'manager'])
for t in tickets:
support_level = ""
support_plan = crm_interface.get_support_plan(t.owned_by)
if support_plan:
support_level = support_plan.get('support_plan')
if support_level == "blank":
support_level = "Community"
else:
if t.owned_by.get_company() == "Gluu":
support_level = "Staff"
else:
support_level = "Community"
ht = ''
description = u'''
<a style="display:block;font-size:15px;word-break: break-all;" href="{0}">{1}</a> by {2}
<span data-toggle="tooltip" class="glyphicon glyphicon-info-sign" title="Company: {3} <br />
Support Level: {4} <br />
Last update by: {5} <br />
Last update: {6} <br />
Total responses: {7}">
</span>'''.format(generate_ticket_link(t), t.title, t.owned_by,
t.owned_by.get_company(), support_level,
t.last_updated,
get_fancy_time(t.date_modified),
t.answers_no)
if u.is_admin:
ht = u'''<select data-ticket={0} class="dashboard_assign_staff" style="width:100px;" name="assigned_to">
<option selected value="">Assign ticket</option>'''.format(
t.id)
for u in staff:
selected = ''
if t.assigned_to == u:
selected = 'selected'
ht += u'''<option {0} value="{1}">{2}</option>'''.format(
selected, u.id, u)
ht += '</select>'
row = [
t.id, description,
t.get_ticket_category_display(),
'<span class="label-table label-{0}">{1}</span>'.format(
t.status.lower(), t.status),
'<span class="label-table label-{0}">{1}</span>'.format(
t.priority, t.priority), '{:%m-%d-%Y}'.format(t.date_added)
]
if ht != '':
row.append(ht)
results["data"].append(row)
return HttpResponse(json.dumps(results),
content_type="application/json")
clients = Company.objects.filter(
clients__is_deleted=False,
clients__partner=request.user.company_association)
support_details = {}
try:
support_details = utils.get_support_details(request)
except (KeyError, TypeError) as e:
log_crm(
'Unexpected support plan value: {}, {}'.format(support_details, e),
'ERROR')
pass
return render(
request, 'profiles/dashboard.html', {
'page': 'dashboard',
'filters_form': filters,
'page_type': page_type,
'clients': clients,
'support_details': support_details
})