def send_reminders_for_servicedesk(*args, **kwargs):
manager_obj = User.objects.get(groups__name="sdm")
time = datetime.now()
"""
send mail when reminder_date is less than current date or when due date is less than current date
"""
brand = kwargs.get("brand", None)
feedback_obj = get_model("Feedback", brand).objects.filter(
reminder_date__lte=time, reminder_flag=False
) or get_model("Feedback", brand).objects.filter(due_date__lte=time, resolution_flag=False)
for feedback in feedback_obj:
if not feedback.reminder_flag:
context = utils.create_context("DUE_DATE_EXCEEDED_MAIL_TO_AGENT", feedback)
send_due_date_reminder(context, feedback.assignee.user_profile.user.email)
context = utils.create_context("DUE_DATE_REMINDER_MAIL_TO_MANAGER", feedback)
send_due_date_reminder(context, manager_obj.email)
feedback.reminder_flag = False
if not feedback.resolution_flag:
context = utils.create_context("DUE_DATE_EXCEEDED_MAIL_TO_MANAGER", feedback)
escalation_list = get_model("UserProfile", brand).objects.filter(user__groups__name=Roles.SDESCALATION)
escalation_list_detail = utils.get_escalation_mailing_list(escalation_list)
send_due_date_exceeded(context, escalation_list_detail["mail"])
for phone_number in escalation_list_detail["sms"]:
send_sms("DUE_DATE_EXCEEDED_ESCALATION", phone_number, feedback, brand)
feedback.resolution_flag = False
feedback.save()
def create_feedback(sms_dict, phone_number, email, name, dealer_email, with_detail=False):
''' Save the feedback or complain from SA and sends SMS for successfully receive '''
manager_obj = User.objects.get(groups__name=Roles.SDMANAGERS)
try:
servicedesk_user = create_servicedesk_user(name, phone_number, email)
if with_detail:
gladminds_feedback_object = models.Feedback(reporter=servicedesk_user,
type=sms_dict['type'],
summary=sms_dict['summary'], description=sms_dict['description'],
status="Open", created_date=datetime.datetime.now()
)
else:
gladminds_feedback_object = models.Feedback(reporter=servicedesk_user,
message=sms_dict['message'], status="Open",
created_date=datetime.datetime.now()
)
gladminds_feedback_object.save()
if sms_dict['file_location']:
file_obj = sms_dict['file_location']
filename_prefix = gladminds_feedback_object.id
filename_suffix = str(uuid.uuid4())
ext = file_obj.name.split('.')[-1]
file_obj.name = 'GM'+str(filename_prefix)+'_'+'_'+filename_suffix+'.'+ext
destination = settings.SDFILE_DIR.format(settings.ENV)
bucket = settings.SDFILE_BUCKET
path = utils.upload_file(destination, bucket, file_obj, logger_msg="SDFile")
gladminds_feedback_object.file_location = path
gladminds_feedback_object.save()
message = templates.get_template('SEND_RCV_FEEDBACK').format(type=gladminds_feedback_object.type)
except Exception as ex:
LOG.error(ex)
message = templates.get_template('SEND_INVALID_MESSAGE')
finally:
LOG.info("Send complain message received successfully with %s" % message)
if phone_number:
phone_number = utils.get_phone_number_format(phone_number)
sms_log(settings.BRAND, receiver=phone_number, action=AUDIT_ACTION, message=message)
send_job_to_queue(send_servicedesk_feedback_detail, {"phone_number":phone_number, "message":message, "sms_client":settings.SMS_CLIENT})
if dealer_email:
context = utils.create_context('FEEDBACK_DETAIL_TO_DEALER', gladminds_feedback_object)
send_dealer_feedback(context, dealer_email)
context = utils.create_context('FEEDBACK_DETAIL_TO_ADIM', gladminds_feedback_object)
send_feedback_received(context, manager_obj.email)
context = utils.create_context('FEEDBACK_CONFIRMATION', gladminds_feedback_object)
send_servicedesk_feedback(context, get_reporter_details(gladminds_feedback_object.reporter, "email"))
return {'status': True, 'message': message}
def modify_feedback(feedback_obj, data, user, host):
try:
status = get_list_from_set(FEEDBACK_STATUS)
comment_object = None
assign_status = False
pending_status = False
reporter_email_id = get_reporter_details(feedback_obj.reporter, "email")
reporter_phone_number = get_reporter_details(feedback_obj.reporter)
previous_status = feedback_obj.status
dealer_asc_obj = get_dealer_asc_email(feedback_obj)
# check if status is pending
if feedback_obj.status == status[4]:
pending_status = True
if feedback_obj.assignee:
assign_number = feedback_obj.assignee.user_profile.phone_number
else:
assign_number = None
assign = feedback_obj.assignee
if data['status'] == status[0] and previous_status == (status[1] or status[2]):
feedback_obj.fcr = False
if feedback_obj.due_date:
due_date = convert_utc_to_local_time(feedback_obj.due_date)
feedback_obj.due_date = data['due_date']
feedback_obj.due_date = datetime.datetime.strptime(data['due_date'], '%Y-%m-%d %H:%M:%S')
feedback_obj.save(using=settings.BRAND)
if due_date != feedback_obj.due_date:
update_feedback_activities(feedback_obj, SDActions.DUE_DATE, due_date, feedback_obj.due_date, user)
if reporter_email_id:
send_mail_to_reporter(reporter_email_id, feedback_obj, 'DUE_DATE_MAIL_TO_INITIATOR')
else:
LOG.info("Reporter emailId not found.")
if dealer_asc_obj.user.email:
send_mail_to_dealer(feedback_obj, dealer_asc_obj.user.email, 'DUE_DATE_MAIL_TO_DEALER')
else:
LOG.info("Dealer / Asc emailId not found.")
if reporter_phone_number:
send_sms('INITIATOR_FEEDBACK_DUE_DATE_CHANGE', reporter_phone_number,
feedback_obj)
if feedback_obj.priority:
priority = feedback_obj.priority
feedback_obj.priority = data['Priority']
feedback_obj.save(using=settings.BRAND)
if priority != feedback_obj.priority:
due_date = feedback_obj.due_date
date = set_due_date(data['Priority'], feedback_obj)
feedback_obj.due_date = date['due_date']
feedback_obj.reminder_date = date['reminder_date']
feedback_obj.save(using=settings.BRAND)
update_feedback_activities(feedback_obj, SDActions.PRIORITY, priority, feedback_obj.priority, user)
update_feedback_activities(feedback_obj, SDActions.DUE_DATE, due_date, feedback_obj.due_date, user)
if due_date != convert_utc_to_local_time(feedback_obj.due_date):
if reporter_email_id:
send_mail_to_reporter(reporter_email_id, feedback_obj, 'DUE_DATE_MAIL_TO_INITIATOR')
else:
LOG.info("Reporter emailId not found.")
if dealer_asc_obj.user.email:
send_mail_to_dealer(feedback_obj, dealer_asc_obj.user.email, 'DUE_DATE_MAIL_TO_DEALER')
else:
LOG.info("Dealer / Asc emailId not found.")
if reporter_phone_number:
send_sms('INITIATOR_FEEDBACK_DUE_DATE_CHANGE', reporter_phone_number,
feedback_obj)
if assign is None:
assign_status = True
if data['assign_to'] == '':
feedback_obj.status = data['status']
feedback_obj.priority = data['Priority']
feedback_obj.assignee = None
else:
if json.loads(data.get('reporter_status')):
feedback_obj.previous_assignee = feedback_obj.assignee
feedback_obj.assign_to_reporter = True
feedback_obj.assignee = feedback_obj.reporter
else:
if data['assign_to'] :
servicedesk_user = get_model('ServiceDeskUser').objects.filter(user_profile__user__username=str(data['assign_to']))
feedback_obj.assignee = servicedesk_user[0]
feedback_obj.assign_to_reporter = False
feedback_obj.status = data['status']
feedback_obj.priority = data['Priority']
# check if status is pending
if data['status'] == status[4]:
feedback_obj.pending_from = datetime.datetime.now()
# check if status is progress
if data['status'] == status[3]:
if previous_status == 'Pending':
feedback_obj.assignee = feedback_obj.previous_assignee
# check if status is closed
if data['status'] == status[1]:
feedback_obj.closed_date = datetime.datetime.now()
feedback_obj.save(using=settings.BRAND)
if assign_status and feedback_obj.assignee:
feedback_obj.previous_assignee = feedback_obj.assignee
feedback_obj.assignee_created_date = datetime.datetime.now()
date = set_due_date(data['Priority'], feedback_obj)
feedback_obj.due_date = date['due_date']
feedback_obj.reminder_date = date['reminder_date']
feedback_obj.save(using=settings.BRAND)
update_feedback_activities(feedback_obj, SDActions.STATUS, None, data['status'], user)
context = create_context('INITIATOR_FEEDBACK_MAIL_DETAIL',
feedback_obj)
if reporter_email_id:
mail.send_email_to_initiator_after_issue_assigned(context,
reporter_email_id)
else:
LOG.info("Reporter emailId not found.")
if dealer_asc_obj.user.email:
context = create_context('INITIATOR_FEEDBACK_MAIL_DETAIL_TO_DEALER',
feedback_obj)
mail.send_email_to_dealer_after_issue_assigned(context,
dealer_asc_obj.user.email)
else:
LOG.info("Dealer / Asc emailId not found.")
if reporter_phone_number:
send_sms('INITIATOR_FEEDBACK_DETAILS', reporter_phone_number,
feedback_obj)
if data['comments']:
comment_object = get_model('Comment')(
comment=data['comments'],
user=user, created_date=datetime.datetime.now(),
modified_date=datetime.datetime.now(),
feedback_object=feedback_obj)
comment_object.save(using=settings.BRAND)
update_feedback_activities(feedback_obj, SDActions.COMMENT, None, data['comments'], user)
# check if status is resolved
if feedback_obj.status == status[2]:
if previous_status == status[0]:
feedback_obj.fcr = True
servicedesk_obj_all = User.objects.filter(groups__name=Roles.SDMANAGERS)
feedback_obj.resolved_date = datetime.datetime.now()
feedback_obj.resolved_date = datetime.datetime.now()
feedback_obj.root_cause = data['rootcause']
feedback_obj.resolution = data['resolution']
feedback_obj.save(using=settings.BRAND)
comments = get_model('Comment').objects.filter(feedback_object=feedback_obj.id).order_by('-created_date')
if reporter_email_id:
context = create_context('INITIATOR_FEEDBACK_RESOLVED_MAIL_DETAIL',
feedback_obj, comments[0])
mail.send_email_to_initiator_after_issue_resolved(context,
feedback_obj, host, reporter_email_id)
else:
LOG.info("Reporter emailId not found.")
if dealer_asc_obj.user.email:
context = create_context('FEEDBACK_RESOLVED_MAIL_TO_DEALER',
feedback_obj)
mail.send_email_to_dealer_after_issue_assigned(context,
dealer_asc_obj.user.email)
else:
LOG.info("Dealer / Asc emailId not found.")
context = create_context('TICKET_RESOLVED_DETAIL_TO_BAJAJ',
feedback_obj)
mail.send_email_to_brand_after_issue_resolved(context)
context = create_context('TICKET_RESOLVED_DETAIL_TO_MANAGER',
feedback_obj)
mail.send_email_to_manager_after_issue_resolved(context, servicedesk_obj_all[0])
if reporter_phone_number:
send_sms('INITIATOR_FEEDBACK_STATUS', reporter_phone_number,
feedback_obj)
if previous_status != feedback_obj.status:
update_feedback_activities(feedback_obj, SDActions.STATUS, previous_status, feedback_obj.status, user)
if pending_status:
set_wait_time(feedback_obj)
if feedback_obj.assignee:
if assign_number != feedback_obj.assignee.user_profile.phone_number:
update_feedback_activities(feedback_obj, SDActions.ASSIGNEE, assign_number,
feedback_obj.assignee.user_profile.phone_number, user)
context = create_context('ASSIGNEE_FEEDBACK_MAIL_DETAIL',
feedback_obj)
mail.send_email_to_assignee(context, feedback_obj.assignee.user_profile.user.email)
send_sms('SEND_MSG_TO_ASSIGNEE',
feedback_obj.assignee.user_profile.phone_number,
feedback_obj, comment_object)
return True
except Exception as ex:
exc_type, exc_obj, exc_tb = sys.exc_info()
fname = os.path.split(exc_tb.tb_frame.f_code.co_filename)[1]
error = "{0} {1} {2}".format(exc_type, fname, exc_tb.tb_lineno)
LOG.error('Exception while modifying ticket details : {0} {1}'.format(ex, error))
return False
def send_mail_to_dealer(feedback_obj, email_id, template):
context = create_context(template, feedback_obj)
mail.send_email_to_dealer_after_issue_assigned(context, email_id)
def send_mail_to_reporter(reporter_email_id, feedback_obj, template):
context = create_context(template, feedback_obj)
mail.send_email_to_initiator_when_due_date_is_changed(context, reporter_email_id)
def create_feedback(sms_dict, phone_number, email, name, dealer_email, user, with_detail=False):
''' Save the feedback or complain from SA and sends SMS for successfully receive '''
manager_obj = User.objects.get(groups__name=Roles.SDMANAGERS)
try:
servicedesk_user = create_servicedesk_user(name, phone_number, email)
sub_category = get_model('DepartmentSubCategories').objects.get(id=sms_dict['sub-department'])
if json.loads(sms_dict['sub-department-assignee']):
sub_department_assignee = get_model('ServiceDeskUser').objects.filter(id=sms_dict['sub-department-assignee'])
else:
sub_department_assignee = ''
if len(sub_department_assignee)>0:
gladminds_feedback_object = get_model('Feedback')(reporter=servicedesk_user,
type=sms_dict['type'],
summary=sms_dict['summary'], description=sms_dict['description'],
status="Open", created_date=datetime.datetime.now(), priority=sms_dict['priority'],
sub_department = sub_category, assignee=sub_department_assignee[0]
)
else:
gladminds_feedback_object = get_model('Feedback')(reporter=servicedesk_user,
type=sms_dict['type'],
summary=sms_dict['summary'], description=sms_dict['description'],
status="Open", created_date=datetime.datetime.now(), priority=sms_dict['priority'],
sub_department = sub_category
)
gladminds_feedback_object.save(using=settings.BRAND)
update_feedback_activities(gladminds_feedback_object, SDActions.STATUS, None,
gladminds_feedback_object.status, user)
if gladminds_feedback_object.assignee:
date = set_due_date(sms_dict['priority'], gladminds_feedback_object)
gladminds_feedback_object.due_date = date['due_date']
gladminds_feedback_object.reminder_date = date['reminder_date']
gladminds_feedback_object.save(using=settings.BRAND)
if sms_dict['file_location']:
file_obj = sms_dict['file_location']
filename_prefix = gladminds_feedback_object.id
filename_suffix = str(uuid.uuid4())
ext = file_obj.name.split('.')[-1]
file_obj.name = 'GM'+str(filename_prefix)+'_'+'_'+filename_suffix+'.'+ext
destination = settings.SDFILE_DIR.format(settings.ENV)
bucket = settings.SDFILE_BUCKET
path = utils.upload_file(destination, bucket, file_obj, logger_msg="SDFile")
gladminds_feedback_object.file_location = path
gladminds_feedback_object.save(using=settings.BRAND)
message = templates.get_template('SEND_RCV_FEEDBACK').format(type="feedback")
except Exception as ex:
LOG.error(ex)
message = templates.get_template('SEND_INVALID_MESSAGE')
finally:
LOG.info("Send complain message received successfully with %s" % message)
if phone_number:
phone_number = utils.get_phone_number_format(phone_number)
sms_log(settings.BRAND, receiver=phone_number, action=AUDIT_ACTION, message=message)
LOG.info("[create_feedback]: {0}".format(settings.SMS_CLIENT))
send_job_to_queue(send_servicedesk_feedback_detail, {"phone_number":phone_number, "message":message, "sms_client":settings.SMS_CLIENT})
if dealer_email:
context = utils.create_context('FEEDBACK_DETAIL_TO_DEALER', gladminds_feedback_object)
send_dealer_feedback(context, dealer_email)
context = utils.create_context('FEEDBACK_DETAIL_TO_ADIM', gladminds_feedback_object)
send_feedback_received(context, manager_obj.email)
context = utils.create_context('FEEDBACK_CONFIRMATION', gladminds_feedback_object)
send_servicedesk_feedback(context, get_reporter_details(gladminds_feedback_object.reporter, "email"))
return {'status': True, 'message': message}
