def ticket_from_message(message, queue, quiet):
# 'message' must be an RFC822 formatted message.
msg = message
message = email.message_from_string(msg.decode('utf-8'))
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").replace("Automatic reply: ", "").strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = parseaddr(sender)[1]
body_plain, body_html = '', ''
for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
if ignore.test(sender_email):
if ignore.keep_in_mailbox:
# By returning 'False' the message will be kept in the mailbox,
# and the 'True' will cause the message to be deleted.
return False
return True
matchobj = re.match(r'.*\['+re.escape(queue.slug)+r'-(?P<id>\d+)\]', subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
else:
ticket = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body_plain = EmailReplyParser.parse_reply(decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
else:
body_html = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
# make plain text more legible when viewing the ticket
body_html, n = re.subn(r'[\r\n]+', r'', body_html)
body_html, n = re.subn(r'\>\s+\<', r'><', body_html)
body_html = body_html.replace("</h1>", "</h1>\n")
body_html = body_html.replace("</h2>", "</h2>\n")
body_html = body_html.replace("</h3>", "</h3>\n")
body_html = body_html.replace("<p>", "\n<p>")
body_html = body_html.replace("</p>", "</p>\n")
body_html = body_html.replace("</div>", "</div>\n")
body_html = body_html.replace("</tr>", "</tr>\n")
body_html = body_html.replace("</td>", "</td> ")
body_html = body_html.replace("<table>", "\n<table>")
body_html = body_html.replace("</table>", "</table>\n")
body_html = body_html.replace("<br />", "<br />\n")
try:
# strip html tags
body_plain = striptags(body_html)
except DjangoUnicodeDecodeError:
charset = chardet.detect(body_html)['encoding']
body_plain = striptags(str(body_html, charset))
body_plain = unescape(body_plain)
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
files.append({
'filename': name,
'content': part.get_payload(decode=True),
'type': part.get_content_type()},
)
counter += 1
if body_plain:
body = body_plain
if body_html:
body += '\n\n'
body += _('***Note that HTML tags are stripped out. Please see attachment email_html_body.html for the full html content.')
else:
body = _('No plain-text email body available. Please see attachment email_html_body.html.')
if body_html:
files.append({
'filename': _("email_html_body.html"),
'content': body_html,
'type': 'text/html',
})
now = timezone.now()
if ticket:
try:
t = Ticket.objects.get(id=ticket)
new = False
except Ticket.DoesNotExist:
ticket = None
priority = 3
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = ('high', 'important', '1', 'urgent')
if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
priority = 2
if ticket is None:
t = Ticket(
title=subject,
queue=queue,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
#update = ''
elif t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
f = FollowUp(
ticket = t,
title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
date = timezone.now(),
public = True,
comment = body,
)
if t.status == Ticket.REOPENED_STATUS:
f.new_status = Ticket.REOPENED_STATUS
f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})
f.save()
if not quiet:
print((" [%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
for file in files:
if file['content']:
filename = file['filename'].replace(' ', '_')
filename = re.sub(r'[^a-zA-Z0-9._-]+', '', filename)
a = Attachment(
followup=f,
filename=filename,
mime_type=file['type'],
size=len(file['content']),
)
a.file.save(filename, ContentFile(file['content']), save=False)
a.save()
if not quiet:
print(" - %s" % filename)
context = safe_template_context(t)
if new:
if sender_email and not is_no_reply_address(sender_email):
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
else:
context.update(comment=f.comment)
#if t.status == Ticket.REOPENED_STATUS:
# update = _(' (Reopened)')
#else:
# update = _(' (Updated)')
if t.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
return t
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_('Ticket Opened Via Web'),
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
)
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, 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])
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(
title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
created = timezone.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
due_date = self.cleaned_data['due_date'],
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '', 1)
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket = t,
title = _('Ticket Opened Via Web'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
)
f.save()
files = []
if self.cleaned_data['attachment']:
import mimetypes
file = self.cleaned_data['attachment']
filename = file.name.replace(' ', '_')
a = Attachment(
followup=f,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
size=file.size,
)
a.file.save(file.name, 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])
context = safe_template_context(t)
messages_sent_to = []
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.new_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(q.new_ticket_cc)
if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'newticket_cc',
context,
recipients=q.updated_ticket_cc,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def escalate_tickets(queues, verbose):
""" Only include queues with escalation configured """
queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(
escalate_days=0)
if queues:
queryset = queryset.filter(slug__in=queues)
for q in queryset:
last = date.today() - timedelta(days=q.escalate_days)
today = date.today()
workdate = last
days = 0
while workdate < today:
if EscalationExclusion.objects.filter(date=workdate).count() == 0:
days += 1
workdate = workdate + timedelta(days=1)
req_last_escl_date = date.today() - timedelta(days=days)
if verbose:
print("Processing: %s" % q)
for t in q.ticket_set.filter(
Q(status=Ticket.OPEN_STATUS)
| Q(status=Ticket.REOPENED_STATUS)).exclude(priority=1).filter(
Q(on_hold__isnull=True)
| Q(on_hold=False)).filter(
Q(last_escalation__lte=req_last_escl_date)
| Q(last_escalation__isnull=True,
created__lte=req_last_escl_date)):
t.last_escalation = timezone.now()
t.priority -= 1
t.save()
context = safe_template_context(t)
if t.submitter_email:
send_templated_mail(
'escalated_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
if t.queue.updated_ticket_cc:
send_templated_mail(
'escalated_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
if t.assigned_to:
send_templated_mail(
'escalated_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
if verbose:
print(" - Esclating %s from %s>%s" %
(t.ticket, t.priority + 1, t.priority))
f = FollowUp(
ticket=t,
title='Ticket Escalated',
date=timezone.now(),
public=True,
comment=_('Ticket escalated after %s days' % q.escalate_days),
)
f.save()
tc = TicketChange(
followup=f,
field=_('Priority'),
old_value=t.priority + 1,
new_value=t.priority,
)
tc.save()
def ticket_from_message(message, queue, quiet):
# 'message' must be an RFC822 formatted message.
msg = message
message = email.message_from_string(msg)
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(),
subject))
subject = subject.replace("Re: ", "").replace("Fw: ", "").replace(
"RE: ", "").replace("FW: ", "").replace("Automatic reply: ",
"").strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = parseaddr(sender)[1]
body_plain, body_html = '', ''
for ignore in IgnoreEmail.objects.filter(
Q(queues=queue) | Q(queues__isnull=True)):
if ignore.test(sender_email):
if ignore.keep_in_mailbox:
# By returning 'False' the message will be kept in the mailbox,
# and the 'True' will cause the message to be deleted.
return False
return True
matchobj = re.match(r".*\[" + queue.slug + "-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
else:
ticket = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body_plain = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(),
part.get_payload(decode=True)))
else:
body_html = part.get_payload(decode=True)
# make plain text more legible when viewing the ticket
body_html, n = re.subn(r'[\r\n]+', r'', body_html)
body_html, n = re.subn(r'\>\s+\<', r'><', body_html)
body_html = body_html.replace("</h1>", "</h1>\n")
body_html = body_html.replace("</h2>", "</h2>\n")
body_html = body_html.replace("</h3>", "</h3>\n")
body_html = body_html.replace("<p>", "\n<p>")
body_html = body_html.replace("</p>", "</p>\n")
body_html = body_html.replace("</div>", "</div>\n")
body_html = body_html.replace("</tr>", "</tr>\n")
body_html = body_html.replace("</td>", "</td> ")
body_html = body_html.replace("<table>", "\n<table>")
body_html = body_html.replace("</table>", "</table>\n")
body_html = body_html.replace("<br />", "<br />\n")
try:
# strip html tags
body_plain = striptags(body_html)
except DjangoUnicodeDecodeError:
charset = chardet.detect(body_html)['encoding']
body_plain = striptags(str(body_html, charset))
body_plain = unescape(body_plain)
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
files.append(
{
'filename': name,
'content': part.get_payload(decode=True),
'type': part.get_content_type()
}, )
counter += 1
if body_plain:
body = body_plain
if body_html:
body += '\n\n'
body += _(
'***Note that HTML tags are stripped out. Please see attachment email_html_body.html for the full html content.'
)
else:
body = _(
'No plain-text email body available. Please see attachment email_html_body.html.'
)
if body_html:
files.append({
'filename': _("email_html_body.html"),
'content': body_html,
'type': 'text/html',
})
now = timezone.now()
if ticket:
try:
t = Ticket.objects.get(id=ticket)
new = False
except Ticket.DoesNotExist:
ticket = None
priority = 3
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = ('high', 'important', '1', 'urgent')
if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
priority = 2
if ticket is None:
t = Ticket(
title=subject,
queue=queue,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
#update = ''
elif t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
f = FollowUp(
ticket=t,
title=_('E-Mail Received from %(sender_email)s' %
{'sender_email': sender_email}),
date=timezone.now(),
public=True,
comment=body,
)
if t.status == Ticket.REOPENED_STATUS:
f.new_status = Ticket.REOPENED_STATUS
f.title = _(
'Ticket Re-Opened by E-Mail Received from %(sender_email)s' %
{'sender_email': sender_email})
f.save()
if not quiet:
print((" [%s-%s] %s" % (
t.queue.slug,
t.id,
t.title,
)).encode('ascii', 'replace'))
for file in files:
if file['content']:
filename = file['filename'].encode('ascii',
'replace').replace(' ', '_')
filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
a = Attachment(
followup=f,
filename=filename,
mime_type=file['type'],
size=len(file['content']),
)
a.file.save(filename, ContentFile(file['content']), save=False)
a.save()
if not quiet:
print(" - %s" % filename)
context = safe_template_context(t)
if new:
if sender_email:
send_templated_mail(
'newticket_submitter',
context,
recipients=sender_email,
sender=queue.from_address,
fail_silently=True,
)
if queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.new_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc and queue.updated_ticket_cc != queue.new_ticket_cc:
send_templated_mail(
'newticket_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
else:
context.update(comment=f.comment)
#if t.status == Ticket.REOPENED_STATUS:
# update = _(' (Reopened)')
#else:
# update = _(' (Updated)')
if t.assigned_to:
send_templated_mail(
'updated_owner',
context,
recipients=t.assigned_to.email,
sender=queue.from_address,
fail_silently=True,
)
if queue.updated_ticket_cc:
send_templated_mail(
'updated_cc',
context,
recipients=queue.updated_ticket_cc,
sender=queue.from_address,
fail_silently=True,
)
return t
def api_public_resolve(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
resolution = self.request.POST.get('resolution', None)
if not resolution:
return api_return(STATUS_ERROR, "Blank resolution")
f = FollowUp(
ticket=ticket,
date=timezone.now(),
comment=resolution,
user=self.request.user,
title='Resolved',
public=True,
)
f.save()
context = safe_template_context(ticket)
context['resolution'] = f.comment
subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
messages_sent_to = []
if ticket.submitter_email:
send_templated_mail(
'resolved_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'resolved_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'resolved_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(ticket.assigned_to.usersettings.settings, 'email_on_ticket_apichange', False) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'resolved_resolved',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.resoltuion = f.comment
ticket.status = Ticket.RESOLVED_STATUS
ticket.save()
return api_return(STATUS_OK)
def api_public_add_followup(self):
try:
ticket = Ticket.objects.get(id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
message = self.request.POST.get('message', None)
public = self.request.POST.get('public', 'n')
if public not in ['y', 'n']:
return api_return(STATUS_ERROR, "Invalid 'public' flag")
if not message:
return api_return(STATUS_ERROR, "Blank message")
f = FollowUp(
ticket=ticket,
date=timezone.now(),
comment=message,
user=self.request.user,
title='Comment Added',
)
if public:
f.public = True
f.save()
context = safe_template_context(ticket)
context['comment'] = f.comment
messages_sent_to = []
if public and ticket.submitter_email:
send_templated_mail(
'updated_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
if public:
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'updated_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'updated_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if (
ticket.assigned_to and
self.request.user != ticket.assigned_to and
ticket.assigned_to.usersettings.settings.get('email_on_ticket_apichange', False) and
ticket.assigned_to.email and
ticket.assigned_to.email not in messages_sent_to
):
send_templated_mail(
'updated_owner',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.save()
return api_return(STATUS_OK)
def escalate_tickets(queues, verbose):
""" Only include queues with escalation configured """
queryset = Queue.objects.filter(escalate_days__isnull=False).exclude(escalate_days=0)
if queues:
queryset = queryset.filter(slug__in=queues)
for q in queryset:
last = date.today() - timedelta(days=q.escalate_days)
today = date.today()
workdate = last
days = 0
while workdate < today:
if EscalationExclusion.objects.filter(date=workdate).count() == 0:
days += 1
workdate = workdate + timedelta(days=1)
req_last_escl_date = date.today() - timedelta(days=days)
if verbose:
print("Processing: %s" % q)
for t in q.ticket_set.filter(
Q(status=Ticket.OPEN_STATUS)
| Q(status=Ticket.REOPENED_STATUS)
).exclude(
priority=1
).filter(
Q(on_hold__isnull=True)
| Q(on_hold=False)
).filter(
Q(last_escalation__lte=req_last_escl_date)
| Q(last_escalation__isnull=True, created__lte=req_last_escl_date)
):
t.last_escalation = timezone.now()
t.priority -= 1
t.save()
context = safe_template_context(t)
if t.submitter_email:
send_templated_mail(
'escalated_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
if t.queue.updated_ticket_cc:
send_templated_mail(
'escalated_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
if t.assigned_to:
send_templated_mail(
'escalated_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
if verbose:
print(" - Esclating %s from %s>%s" % (
t.ticket,
t.priority+1,
t.priority
))
f = FollowUp(
ticket = t,
title = 'Ticket Escalated',
date=timezone.now(),
public=True,
comment=_('Ticket escalated after %s days' % q.escalate_days),
)
f.save()
tc = TicketChange(
followup = f,
field = _('Priority'),
old_value = t.priority + 1,
new_value = t.priority,
)
tc.save()
def api_public_resolve(self):
try:
ticket = Ticket.objects.get(
id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
resolution = self.request.POST.get('resolution', None)
if not resolution:
return api_return(STATUS_ERROR, "Blank resolution")
f = FollowUp(
ticket=ticket,
date=timezone.now(),
comment=resolution,
user=self.request.user,
title='Resolved',
public=True,
)
f.save()
context = safe_template_context(ticket)
context['resolution'] = f.comment
subject = '%s %s (Resolved)' % (ticket.ticket, ticket.title)
messages_sent_to = []
if ticket.submitter_email:
send_templated_mail(
'resolved_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'resolved_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'resolved_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if ticket.assigned_to and self.request.user != ticket.assigned_to and getattr(
ticket.assigned_to.usersettings.settings,
'email_on_ticket_apichange', False
) and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
send_templated_mail(
'resolved_resolved',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.resoltuion = f.comment
ticket.status = Ticket.RESOLVED_STATUS
ticket.save()
return api_return(STATUS_OK)
def api_public_add_followup(self):
try:
ticket = Ticket.objects.get(
id=self.request.POST.get('ticket', False))
except Ticket.DoesNotExist:
return api_return(STATUS_ERROR, "Invalid ticket ID")
message = self.request.POST.get('message', None)
public = self.request.POST.get('public', 'n')
if public not in ['y', 'n']:
return api_return(STATUS_ERROR, "Invalid 'public' flag")
if not message:
return api_return(STATUS_ERROR, "Blank message")
f = FollowUp(
ticket=ticket,
date=timezone.now(),
comment=message,
user=self.request.user,
title='Comment Added',
)
if public:
f.public = True
f.save()
context = safe_template_context(ticket)
context['comment'] = f.comment
messages_sent_to = []
if public and ticket.submitter_email:
send_templated_mail(
'updated_submitter',
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.submitter_email)
if public:
for cc in ticket.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'updated_submitter',
context,
recipients=cc.email_address,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'updated_cc',
context,
recipients=ticket.queue.updated_ticket_cc,
sender=ticket.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(ticket.queue.updated_ticket_cc)
if (ticket.assigned_to and self.request.user != ticket.assigned_to
and ticket.assigned_to.usersettings.settings.get(
'email_on_ticket_apichange', False)
and ticket.assigned_to.email
and ticket.assigned_to.email not in messages_sent_to):
send_templated_mail(
'updated_owner',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.save()
return api_return(STATUS_OK)