def followup_edit(request, ticket_id, followup_id):
"Edit followup options with an ability to change the ticket."
followup = get_object_or_404(FollowUp, id=followup_id)
ticket = get_object_or_404(Ticket, id=ticket_id)
if request.method == 'GET':
form = EditFollowUpForm(initial=
{'title': escape(followup.title),
'ticket': followup.ticket,
'comment': escape(followup.comment),
'public': followup.public,
'new_status': followup.new_status,
})
ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
return render(request, 'helpdesk/followup_edit.html', {
'followup': followup,
'ticket': ticket,
'form': form,
'ticketcc_string': ticketcc_string,
})
elif request.method == 'POST':
form = EditFollowUpForm(request.POST)
if form.is_valid():
title = form.cleaned_data['title']
_ticket = form.cleaned_data['ticket']
comment = form.cleaned_data['comment']
public = form.cleaned_data['public']
new_status = form.cleaned_data['new_status']
#will save previous date
old_date = followup.date
new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
# keep old user if one did exist before.
if followup.user:
new_followup.user = followup.user
new_followup.save()
# get list of old attachments & link them to new_followup
attachments = Attachment.objects.filter(followup = followup)
for attachment in attachments:
attachment.followup = new_followup
attachment.save()
# delete old followup
followup.delete()
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
def update_ticket(request, ticket_id, public=False):
if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
return HttpResponseRedirect('%s?next=%s' % (reverse('login'), request.path))
ticket = get_object_or_404(Ticket, id=ticket_id)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', '')
public = request.POST.get('public', False)
owner = int(request.POST.get('owner', -1))
priority = int(request.POST.get('priority', ticket.priority))
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))
if not (due_date_year and due_date_month and due_date_day):
due_date = ticket.due_date
else:
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)
no_changes = all([
not request.FILES,
not comment,
new_status == ticket.status,
title == ticket.title,
priority == int(ticket.priority),
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.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE, ticket)
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import engines, Context
context = safe_template_context(ticket)
# this line sometimes creates problems if code is sent as a comment.
# if comment contains some django code, like "why does {% if bla %} crash",
# then the following line will give us a crash, since django expects {% if %}
# to be closed with an {% endif %} tag.
comment = engines['django'].from_string(comment).render(Context(context))
if owner is -1 and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment)
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
f.user = request.user
f.public = public
reassigned = False
if owner is not -1:
if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
new_user = User.objects.get(id=owner)
f.title = _('Assigned to %(username)s') % {
'username': new_user.get_username(),
}
ticket.assigned_to = new_user
reassigned = True
# user changed owner to 'unassign'
elif owner == 0 and ticket.assigned_to is not None:
f.title = _('Unassigned')
ticket.assigned_to = None
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += ' and %s' % ticket.get_status_display()
else:
f.title = '%s' % ticket.get_status_display()
if not f.title:
if f.comment:
f.title = _('Comment')
else:
f.title = _('Updated')
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('attachment'):
filename = file.name.encode('ascii', 'ignore')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(filename, file, save=False)
a.save()
if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
# Only files smaller than 512kb (or as defined in
# settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
files.append([a.filename, a.file])
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if priority != ticket.priority:
c = TicketChange(
followup=f,
field=_('Priority'),
old_value=ticket.priority,
new_value=priority,
)
c.save()
ticket.priority = priority
if due_date != ticket.due_date:
c = TicketChange(
followup=f,
field=_('Due on'),
old_value=ticket.due_date,
new_value=due_date,
)
c.save()
ticket.due_date = due_date
if new_status in [ Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ]:
if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None:
ticket.resolution = comment
messages_sent_to = []
# ticket might have changed above, so we re-instantiate context with the
# (possibly) updated ticket.
context = safe_template_context(ticket)
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_'
else:
template = 'updated_'
template_suffix = 'submitter'
if ticket.submitter_email:
send_templated_mail(
template + template_suffix,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(ticket.submitter_email)
template_suffix = 'cc'
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
template + template_suffix,
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
# We only send e-mails to staff members if the ticket is updated by
# another user. The actual template varies, depending on what has been
# changed.
if reassigned:
template_staff = 'assigned_owner'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_owner'
else:
template_staff = 'updated_owner'
# if (not reassigned or ( reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
# send_templated_mail(
# template_staff,
# context,
# recipients=ticket.assigned_to.email,
# sender=ticket.queue.from_address,
# fail_silently=True,
# files=files,
# )
# messages_sent_to.append(ticket.assigned_to.email)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
if reassigned:
template_cc = 'assigned_cc'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_cc = 'resolved_cc'
elif f.new_status == Ticket.CLOSED_STATUS:
template_cc = 'closed_cc'
else:
template_cc = 'updated_cc'
send_templated_mail(
template_cc,
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
ticket.save()
# auto subscribe user if enabled
if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE and request.user.is_authenticated():
ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
if SHOW_SUBSCRIBE:
subscribe_staff_member_to_ticket(ticket, request.user)
return return_to_ticket(request.user, helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE, ticket)