def get_feedbacks(user, status, priority, type, search=None):
feedbacks = []
if type == ALL or type is None:
type_filter = get_list_from_set(FEEDBACK_TYPE)
else:
type_filter = [type]
if priority == ALL or priority is None:
priority_filter = get_list_from_set(DEMO_PRIORITY)
else:
priority_filter = [priority]
if status is None or status == 'active':
status_filter = ['Open', 'Pending', 'In Progress']
else:
if status == ALL:
status_filter = get_list_from_set(FEEDBACK_STATUS)
else:
status_filter = [status]
sa_id_list = []
if user.groups.filter(name=Roles.DEALERS).exists():
sa_list = get_model('ServiceAdvisor').objects.active_under_dealer(user)
if sa_list:
for sa in sa_list:
sa_id_list.append(sa.service_advisor_id)
sa_id_list.append(user)
feedbacks = get_model('Feedback').objects.filter(reporter__name__in=sa_id_list, status__in=status_filter,
priority__in=priority_filter, type__in=type_filter
).order_by('-created_date')
if user.groups.filter(name=Roles.DEALERADMIN).exists():
dealers = get_model('Dealer').objects.all()
for dealer in dealers:
sa_id_list.append(dealer.dealer_id)
sa_id_list.append(user)
feedbacks = get_model('Feedback').objects.filter(reporter__name__in=sa_id_list, status__in=status_filter,
priority__in=priority_filter, type__in=type_filter
).order_by('-created_date')
if user.groups.filter(name=Roles.ASCS).exists():
sa_list = get_model('ServiceAdvisor').objects.active_under_asc(user)
sa_id_list = []
if sa_list:
for sa in sa_list:
sa_id_list.append(sa.service_advisor_id)
sa_id_list.append(user)
feedbacks = get_model('Feedback').objects.filter(reporter__name__in=sa_id_list, status__in=status_filter,
priority__in=priority_filter, type__in=type_filter
).order_by('-created_date')
if user.groups.filter(name=Roles.SDMANAGERS).exists():
feedbacks = get_model('Feedback').objects.filter(status__in=status_filter, priority__in=priority_filter,
type__in=type_filter).order_by('-created_date')
if user.groups.filter(name=Roles.SDOWNERS).exists():
user_profile = get_model('UserProfile').objects.filter(user=user)
servicedesk_user = get_model('ServiceDeskUser').objects.filter(user_profile=user_profile[0])
feedbacks = get_model('Feedback').objects.filter(assignee=servicedesk_user[0], status__in=status_filter,
priority__in=priority_filter, type__in=type_filter).order_by('-created_date')
return feedbacks
def modify_servicedesk_tickets(request, feedback_id):
host = get_current_site(request)
group_name = request.user.groups.filter(name__in=[Roles.SDMANAGERS, Roles.SDOWNERS, Roles.DEALERS, Roles.ASCS, Roles.SDREADONLY, Roles.FSCADMINS])
status = get_list_from_set(FEEDBACK_STATUS)
priority_types = get_list_from_set(PRIORITY)
feedback_types = get_list_from_set(FEEDBACK_TYPE)
root_cause = get_list_from_set(ROOT_CAUSE)
feedback_obj = get_feedback(feedback_id, request.user)
servicedesk_users = get_servicedesk_users(designation=[Roles.SDOWNERS,Roles.SDMANAGERS, Roles.SDREADONLY] )
comments = get_comments(feedback_id)
if request.method == 'POST':
host = request.get_host()
modify_feedback(feedback_obj, request.POST, request.user, host)
if feedback_obj:
return render(request, 'service-desk/ticket_modify.html',\
{"feedback": feedback_obj, "FEEDBACK_STATUS": status,\
"PRIORITY": priority_types,\
"FEEDBACK_TYPE": feedback_types,\
"ROOT_CAUSE" : root_cause,\
"group": group_name[0].name,\
'servicedeskuser': servicedesk_users,\
'comments': comments,\
'user':request.user
})
else:
return HttpResponseNotFound()
def get_servicedesk_tickets(request):
groups = utils.stringify_groups(request.user)
status = request.GET.get('status')
priority = request.GET.get('priority')
type = request.GET.get('type')
search = request.GET.get('search')
count = request.GET.get('count') or BY_DEFAULT_RECORDS_PER_PAGE
page_details = {}
feedback_obects = get_feedbacks(request.user, status, priority, type, search)
paginator = Paginator(feedback_obects, count)
page = request.GET.get('page', 1)
feedbacks = paginator.page(page)
page_details['total_objects'] = paginator.count
page_details['from'] = feedbacks.start_index()
page_details['to'] = feedbacks.end_index()
training_material = models.Service.objects.filter(service_type__name=Services.SERVICE_DESK)
if len(training_material)>0:
training_material = training_material[0].training_material_url
else:
training_material = None
return render(request, 'service-desk/tickets.html', {"feedbacks" : feedbacks,
"status": utils.get_list_from_set(FEEDBACK_STATUS),
"types": utils.get_list_from_set(FEEDBACK_TYPE),
"priorities": utils.get_list_from_set(PRIORITY),
"pagination_links": PAGINATION_LINKS,
"page_details": page_details,
"record_showing_counts": RECORDS_PER_PAGE,
"training_material" : training_material,
"groups":groups[0],
"filter_params": {'status': status, 'priority': priority, 'type': type,
'count': str(count), 'search': search}}
)
def dehydrate(self, bundle):
if PRIORITIES.has_key(settings.BRAND):
priority = PRIORITIES[settings.BRAND]
else:
priority = PRIORITIES['bajaj']
bundle.data['STATUS'] = get_list_from_set(FEEDBACK_STATUS)
bundle.data['PRIORITY'] = get_list_from_set(priority)
comments = models.Comment.objects.filter(feedback_object=bundle.data['id'])
bundle.data['comments'] = [model_to_dict_for_datetime(c) for c in comments]
return bundle
def service_desk(request):
status = request.GET.get('status')
priority = request.GET.get('priority')
type = request.GET.get('type')
search = request.GET.get('search')
count = request.GET.get('count') or BY_DEFAULT_RECORDS_PER_PAGE
page_details = {}
feedback_obects = get_feedbacks(request.user, status, priority, type, search)
paginator = Paginator(feedback_obects, count)
page = request.GET.get('page', 1)
feedbacks = paginator.page(page)
page_details['total_objects'] = paginator.count
page_details['from'] = feedbacks.start_index()
page_details['to'] = feedbacks.end_index()
groups = utils.stringify_groups(request.user)
training_material = models.Service.objects.filter(service_type__name=Services.SERVICE_DESK)
if len(training_material)>0:
training_material = training_material[0].training_material_url
else:
training_material = None
if request.method == 'GET':
template = 'service-desk/feedback_details.html'
data = None
if request.user.groups.filter(name=Roles.DEALERS).exists():
data = models.ServiceAdvisor.objects.active_under_dealer(request.user)
else:
data = models.ServiceAdvisor.objects.active_under_asc(request.user)
dealer_asc_details = models.UserProfile.objects.get(user__username=request.user)
return render(request, template, {"feedbacks" : feedbacks,
'active_menu': 'support',
"data": data, 'groups': groups,
"status": utils.get_list_from_set(FEEDBACK_STATUS),
"pagination_links": PAGINATION_LINKS,
"page_details": page_details,
"record_showing_counts": RECORDS_PER_PAGE,
"types": utils.get_list_from_set(FEEDBACK_TYPE),
"priorities": utils.get_list_from_set(PRIORITY),
"training_material" : training_material,
"dealer_asc" : dealer_asc_details,
"filter_params": {'status': status, 'priority': priority, 'type': type,
'count': str(count), 'search': search}}
)
elif request.method == 'POST':
try:
data = save_help_desk_data(request)
return HttpResponse(content=json.dumps(data),
content_type='application/json')
except Exception as ex:
LOG.error('Exception while saving data : {0}'.format(ex))
return HttpResponseBadRequest()
else:
return HttpResponseBadRequest()
def service_desk(request):
status = request.GET.get('status')
priority = request.GET.get('priority')
type = request.GET.get('type')
search = request.GET.get('search')
count = request.GET.get('count') or BY_DEFAULT_RECORDS_PER_PAGE
page_details = {}
feedback_obects = get_feedbacks(request.user, status, priority, type, search)
paginator = Paginator(feedback_obects, count)
page = request.GET.get('page', 1)
feedbacks = paginator.page(page)
page_details['total_objects'] = paginator.count
page_details['from'] = feedbacks.start_index()
page_details['to'] = feedbacks.end_index()
groups = utils.stringify_groups(request.user)
brand_departments = get_brand_departments()
training_material = get_model('Service').objects.filter(service_type__name=Services.SERVICE_DESK)
department_sub_categories= get_subcategories()
if len(training_material)>0:
training_material = training_material[0].training_material_url
else:
training_material = None
if request.method == 'GET':
template = 'portal/feedback_details.html'
data = None
if request.user.groups.filter(name=Roles.DEALERS).exists():
data = get_model('ServiceAdvisor').objects.active_under_dealer(request.user)
else:
data = get_model('ServiceAdvisor').objects.active_under_asc(request.user)
dealer_asc_details = get_model('UserProfile').objects.get(user__username=request.user)
return render(request, template, {"feedbacks" : feedbacks,
'active_menu': 'support',
"data": data, 'groups': groups,
"status": utils.get_list_from_set(FEEDBACK_STATUS),
"pagination_links": PAGINATION_LINKS,
"page_details": page_details,
"departments": brand_departments,
"department_sub_categories" : department_sub_categories,
"record_showing_counts": RECORDS_PER_PAGE,
"types": utils.get_list_from_set(FEEDBACK_TYPE),
"priorities": utils.get_list_from_set(DEMO_PRIORITY),
"training_material" : training_material,
"dealer_asc" : dealer_asc_details,
"filter_params": {'status': status, 'priority': priority, 'type': type,
'count': str(count), 'search': search}}
)
else:
return HttpResponseBadRequest()
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 test_get_list_from_set(self):
data = get_list_from_set(FEEDBACK_TYPE)
self.assertEqual(len(data), 4)
data = get_list_from_set(PRIORITY)
self.assertEqual(len(data), 4)
