def validate(doc, method):
if doc.prev_status != doc.status and doc.status == "Closed":
doc.prev_status = doc.status
# send mail to user
ticket = {
"total": 6,
1: ["Ticket ID", doc.name],
2: ["Branch", doc.branch],
3: ["Category", doc.department],
4: ["Opening Date", doc.opening_date],
5: ["Opeing Time", doc.opening_time],
6: ["Question", doc.question],
7: ["Raised By", doc.raised_by]
}
args = {
"email": doc.raised_by,
"user": doc.raised_by,
"issue": doc.name,
"action": "ticket_closed",
"ticket_detail": build_table(ticket, is_horizontal=True)
}
send_mail(args, "[HelpDesk][Ticket Closed] HelpDesk Notifications")
else:
doc.prev_status = doc.status
if doc.resolution_details != doc.old_resolution_details:
comment = "<div class='media-content-wrapper' style='padding-left:35px'><div class='reply small'>\
Status : {status}<br>Old Resolution Details: {old_resolution_details}<br>\
Resolution Details: {resolution_details}</div></div>".format(
status=doc.status,
old_resolution_details=doc.old_resolution_details,
resolution_details=doc.resolution_details)
doc.add_comment("Email", comment)
doc.old_resolution_details = doc.resolution_details
def create_update_escalation_history(issue_doc=None,
issue_name=None,
esc_name=None):
if not issue_doc:
issue_doc = frappe.get_doc("Issue", issue_name)
esc = None
is_new = True
args = {
"user": "******",
"email": issue_doc.raised_by,
"action": "user_issue_notification",
"issue": issue_doc
}
if not esc_name:
# ticket does not exist create new
esc = frappe.new_doc("Ticket Escalation History")
else:
# ticket already exist update escalation history
esc = frappe.get_doc("Ticket Escalation History", esc_name)
is_new = False
esc.ticket_id = issue_doc.name
esc.status = issue_doc.status
esc.opening_date = issue_doc.opening_date
esc.opening_time = issue_doc.opening_time
if is_new:
datetime_str = "{date} {time}".format(date=issue_doc.opening_date,
time=issue_doc.opening_time)
esc.assigned_on = get_datetime(datetime_str)
esc.current_owner = "Administrator"
esc.current_role = "Administrator"
args.update({
"msg":
"A Support Ticket {name} has been created successfully in \
the HelpDesk System, please check the Support Ticket details".format(
name=issue_doc.name)
})
send_mail(args, "[HelpDesk][Issue Raised] HelpDesk Notifications")
print args.get("email")
esc.raised_email_notification = 1
esc.raised_email_notification_datetime = get_datetime().now()
# mail notification to email if issue status is closed
elif issue_doc.status == "Closed" and not esc.status_closed_email_notification:
args.update({
"msg":
"A Support Ticket {name}'s status has been changed to Closed, \
please check the Support Ticket details".format(name=issue_doc.name)
})
send_mail(args, "[HelpDesk][Ticket Closed] HelpDesk Notifications")
esc.status_closed_email_notification = 1
esc.status_closed_email_notification_datetime = get_datetime().now()
esc.save(ignore_permissions=True)
def send_assign_mail(doc, method):
if doc.reference_type == "Issue" and doc.status == "Open":
args = {
"email":doc.owner,
"user": doc.owner,
"action":"assign_issue_notification",
"Issue_No": doc.reference_name
}
send_mail(args,"JJSB Hepldesk Ticket")
def create_update_escalation_record(todo=None, todo_name=None, esc_name=None):
if not todo:
todo = frappe.get_doc("ToDo", todo_name)
esc = frappe.get_doc("Ticket Escalation History", esc_name)
rec_id = frappe.db.get_value("Escalation Record", {
"parent": esc_name,
"todo": todo.name
}, "name")
entry = None
if not rec_id:
# child entry not found create new entry
entry = esc.append('items', {})
entry.todo = todo.name
# Ticket assignment Email Notification to User
issue = frappe.get_doc("Issue", esc.ticket_id)
if not esc.assigned_email_notification:
args = {
"user":
"******",
"msg":
"Your Support Ticket ({name}) has been assigned to our support representative\
Please check the support ticket details".format(name=issue.name),
"email":
issue.raised_by,
"action":
"user_issue_notification",
"issue":
issue
}
send_mail(args,
"[HelpDesk][Ticket Assigned] HelpDesk Notifications")
esc.assigned_email_notification = 1
esc.assigned_email_notification_datetime = get_datetime().now()
else:
# update child table record and update moodified date of the Ticket Escalation History
items = esc.items
entry = [ch for ch in items if ch.get("name") == rec_id][0]
entry.assigned_by = todo.assigned_by
entry.assigned_to = todo.owner
entry.todo_status = todo.status
entry.due_date = todo.date
esc.is_assigned = 1
# esc.assigned_on = get_datetime("{date} {time}".format(date=todo.date, time=todo.due_time))
esc.assigned_on = get_datetime()
esc.current_owner = todo.owner
esc.current_role = todo.assigned_to_role
esc.save(ignore_permissions=True)
def create_update_escalation_history(issue_doc=None, issue_name=None, esc_name=None):
if not issue_doc:
issue_doc = frappe.get_doc("Issue", issue_name)
esc = None
is_new = True
args = {
"user": "******",
"email": issue_doc.raised_by,
"action": "user_issue_notification",
"issue": issue_doc
}
if not esc_name:
# ticket does not exist create new
esc = frappe.new_doc("Ticket Escalation History")
else:
# ticket already exist update escalation history
esc = frappe.get_doc("Ticket Escalation History", esc_name)
is_new = False
esc.ticket_id = issue_doc.name
esc.status = issue_doc.status
esc.opening_date = issue_doc.opening_date
esc.opening_time = issue_doc.opening_time
if is_new:
datetime_str = "{date} {time}".format(date=issue_doc.opening_date, time=issue_doc.opening_time)
esc.assigned_on = get_datetime(datetime_str)
esc.current_owner = "Administrator"
esc.current_role = "Administrator"
args.update({
"msg": "A Support Ticket {name} has been created successfully in \
the HelpDesk System, please check the Support Ticket details".format(name=issue_doc.name)
})
send_mail(args, "[HelpDesk][Issue Raised] HelpDesk Notifications")
print args.get("email")
esc.raised_email_notification = 1
esc.raised_email_notification_datetime = get_datetime().now()
# mail notification to email if issue status is closed
elif issue_doc.status == "Closed" and not esc.status_closed_email_notification:
args.update({
"msg": "A Support Ticket {name}'s status has been changed to Closed, \
please check the Support Ticket details".format(name=issue_doc.name)
})
send_mail(args, "[HelpDesk][Ticket Closed] HelpDesk Notifications")
esc.status_closed_email_notification = 1
esc.status_closed_email_notification_datetime = get_datetime().now()
esc.save(ignore_permissions=True)
def create_update_escalation_record(todo=None, todo_name=None, esc_name=None):
if not todo:
todo = frappe.get_doc("ToDo", todo_name)
esc = frappe.get_doc("Ticket Escalation History", esc_name)
rec_id = frappe.db.get_value("Escalation Record",{"parent":esc_name, "todo":todo.name},"name")
entry = None
if not rec_id:
# child entry not found create new entry
entry = esc.append('items', {})
entry.todo = todo.name
# Ticket assignment Email Notification to User
issue = frappe.get_doc("Issue", esc.ticket_id)
if not esc.assigned_email_notification:
args = {
"user": "******",
"msg": "Your Support Ticket ({name}) has been assigned to our support representative\
Please check the support ticket details".format(name=issue.name),
"email": issue.raised_by,
"action": "user_issue_notification",
"issue": issue
}
send_mail(args, "[HelpDesk][Ticket Assigned] HelpDesk Notifications")
esc.assigned_email_notification = 1
esc.assigned_email_notification_datetime = get_datetime().now()
else:
# update child table record and update moodified date of the Ticket Escalation History
items = esc.items
entry = [ch for ch in items if ch.get("name") == rec_id][0]
entry.assigned_by = todo.assigned_by
entry.assigned_to = todo.owner
entry.todo_status = todo.status
entry.due_date = todo.date
esc.is_assigned = 1
# esc.assigned_on = get_datetime("{date} {time}".format(date=todo.date, time=todo.due_time))
esc.assigned_on = get_datetime()
esc.current_owner = todo.owner
esc.current_role = todo.assigned_to_role
esc.save(ignore_permissions=True)