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,
})
return render_to_response('helpdesk/followup_edit.html',
RequestContext(request, {
'followup': followup,
'ticket': ticket,
'form': form,
}))
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
followup.delete()
new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
new_followup.save()
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
def get_issue_status(repo, ticket):
repo = repo + "/issues/" + ticket.github_issue_number
token = settings.GITHUB_AUTH_TOKEN
header = {'Authorization': 'token %s' % token}
r = requests.get(repo, headers=header)
try:
if int(r.status_code) == 200:
data = json.loads(r.content)
update_ticket = Ticket.objects.get(id=ticket.id)
title = data['title']
updated_date = data['updated_at']
state = data['state']
description = ticket.description
state_txt = ''
if state == 'closed':
status = 4 # If 'Closed' in github, save as 'Closed' in TW
state_txt = 'Closed'
elif state == 'open' and update_ticket.status == 4:
status = 2
state_txt = 'Reopened'
else:
status = 1
state_txt = 'Open'
# add a comment/explanation for the change of state in TW
comments = '[GitHub Sync] Ticket is ' + str(
state_txt) + ' in GitHub'
current_status = update_ticket.status
print 'Ticket#' + str(ticket.id) + str(comments)
try:
if current_status != 7 and status != 1:
if not int(current_status) == int(status):
new_followup = FollowUp(
title=title,
date=updated_date,
ticket_id=ticket.id,
comment=comments,
public=1,
new_status=status,
)
new_followup.save()
update_ticket.status = status
except Exception, e:
pass
update_ticket.title = title
update_ticket.description = description
try:
update_ticket.save()
except Exception, e:
pass
def _create_follow_up(self, ticket, title, user=None):
followup = FollowUp(
ticket=ticket, title=title, date=timezone.now(), public=True, comment=self.cleaned_data["body"]
)
if user:
followup.user = user
return followup
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,
})
return render_to_response('helpdesk/followup_edit.html',
RequestContext(request, {
'followup': followup,
'ticket': ticket,
'form': form,
}))
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
followup.delete()
new_followup = FollowUp(title=title, date=old_date, ticket=_ticket, comment=comment, public=public, new_status=new_status, )
new_followup.save()
return HttpResponseRedirect(reverse('helpdesk_view', args=[ticket.id]))
def _create_follow_up(self, ticket, title, user=None):
followup = FollowUp(ticket=ticket,
title=title,
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
)
if user:
followup.user = user
return followup
def set_validated(self, validated, user):
if validated == True:
self.validate_date = datetime.now()
# append follow up to ticket
follow = FollowUp(ticket=self.ticket,
date=self.validate_date,
title="已進行審核",
user=user)
follow.save()
elif validated == False:
self.validate_date = None
def take(self, request, *args, **kwargs):
f = FollowUp(
ticket_id=self.object.pk,
user_id = request.user.pk,
date=timezone.now(),
comment='',
title=_('Assigned to %s') % request.user.username,
public = 1
)
f.save()
self.object.assigned_to_id = request.user.id
self.object.save(update_fields=['assigned_to'])
return HttpResponseRedirect(self.get_success_url())
def get_label(repo,ticket):
repo = repo + "/issues/" + ticket.github_issue_number + "/labels"
r = requests.get(repo)
if int(r.status_code) == 200:
data = json.loads(r.content)
label_txt2 = ""
label_txt = ""
label_int = '0'
for item in range(len(data)):
label = data[item]['name']
if label == "Tola-Work Ticket":
label_txt = 'Submitted from TolaWork '
elif label == "accepted":
label_txt2 = ', accepted by QA Lead and moved into the Ready Queue'
label_int = '5'
elif label == "1 - Ready":
label_txt2 = ', accepted by Developers and moved into the Ready Queue'
label_int = '1'
elif label == "2 - Working":
label_txt2 = ' and Developers have started working on the Ticket'
label_int = '2'
elif label == "3 - In Dev":
label_txt2 = ' and moved to Dev'
label_int = '3'
elif label == "4 - Done":
label_txt2 = ' and its Done'
label_int = '4'
comments = '[Progress Update] Ticket ' + str(label_txt) + str(label_txt2)
update_ticket = Ticket.objects.get(id=ticket.id)
db_label = update_ticket.git_label
if not int(db_label) == int(label_int):
new_followup = FollowUp(title=ticket.title, ticket_id=ticket.id, comment=comments, public=1, )
new_followup.save()
update_ticket.git_label = label_int
update_ticket.save()
return r.status_code
def hold_ticket(request, ticket_id, unhold=False):
ticket = get_object_or_404(Ticket, id=ticket_id)
if unhold:
ticket.on_hold = False
title = _("Ticket taken off hold")
else:
ticket.on_hold = True
title = _("Ticket placed on hold")
f = FollowUp(ticket=ticket, user=request.user, title=title, date=datetime.now(), public=True)
f.save()
ticket.save()
return HttpResponseRedirect(ticket.get_absolute_url())
def ticket_mark_complete(request, ticket_id):
resolution = "Marked complete by " + request.user.username
action = Ticket.objects.get(pk=ticket_id)
follow_up = FollowUp (
ticket=action,
date=datetime.now(),
comment=resolution,
title="Reply Sent",
public=True)
follow_up.save()
action = get_object_or_404(Ticket, pk=ticket_id)
action.status = Ticket.CLOSED_STATUS
action.resolution = follow_up.comment
action.save()
return redirect("list_email_tickets")
def post(self, request, *args, **kwargs):
if self.kwargs['unhold']:
self.object.on_hold = False
title = _('Ticket taken off hold')
else:
self.object.on_hold = True
title = _('Ticket placed on hold')
self.object.save(update_fields=['on_hold'])
f = FollowUp(
ticket = ticket,
user = request.user,
title = title,
date = timezone.now(),
public = True,
)
f.save()
return HttpResponseRedirect(self.get_success_url())
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,
}
)
return render_to_response(
"helpdesk/followup_edit.html",
RequestContext(request, {"followup": followup, "ticket": ticket, "form": form}),
)
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 close(self, request, *args, **kwargs):
if not self.object.assigned_to:
owner = 0
else:
owner = self.object.assigned_to.id
self.object.assigned_to_id = owner
self.object.status = Ticket.CLOSED_STATUS
self.object.save(update_fields=['status', 'assigned_to'])
f = FollowUp(
ticket_id=self.object.pk,
user_id = request.user.pk,
date=timezone.now(),
new_status = self.object.status,
comment = _('Accepted resolution and closed ticket'),
title=_('Assigned to %s') % request.user.username,
public = 1
)
f.save()
return HttpResponseRedirect(self.get_success_url())
def record_reply_received(self, email):
"""
Record a reply to this mail as a FollowUp to the Reply
action.
"""
queue = Queue.objects.get(pk=1)
actions = self.action.filter(queue=queue)
resolution = 'Reply received from %s on %s' % (email.fromParticipant, email.date)
for action in actions:
follow_up = FollowUp (
ticket=action,
date=datetime.now(),
comment=resolution,
title="Reply received",
public=True)
follow_up.save()
action.status = Ticket.CLOSED_STATUS
action.resolution = follow_up.comment
action.save()
def hold_ticket(request, ticket_id, unhold=False):
ticket = get_object_or_404(Ticket, id=ticket_id)
if unhold:
ticket.on_hold = False
title = _('Ticket taken off hold')
else:
ticket.on_hold = True
title = _('Ticket placed on hold')
f = FollowUp(
ticket=ticket,
user=request.user,
title=title,
date=datetime.now(),
public=True,
)
f.save()
ticket.save()
return HttpResponseRedirect(ticket.get_absolute_url())
def reply_ticket(request, ticket_id):
"""reply ticket to the client"""
if not (request.user.is_authenticated() and request.user.is_active and
(request.user.is_staff)):
return HttpResponseRedirect('%s?next=%s' %
(reverse('staff/login'), request.path))
ticket = get_object_or_404(Ticket, id=ticket_id)
if request.method == 'POST':
title = request.POST.get('title', '')
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
if not all([title, comment]):
return render(request, 'helpdesk/reply_ticket.html', {
'ticket': ticket,
})
#save models
f = FollowUp(public=True,
ticket=ticket,
date=timezone.now(),
comment=comment,
user=request.user)
f.title = 'Email:{}'.format(title)
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
f.save()
#save attachment
files = []
if request.FILES:
import mimetypes
for file in request.FILES.getlist('attachment'):
print(dir(file))
filename = file.name
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()
files.append([a.filename, a.file])
if new_status in [Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS]:
if new_status == Ticket.RESOLVED_STATUS:
ticket.resolution = comment
ticket.save()
#send email
send_reply_email(files=files,
subject=title,
body=comment,
recipients=[ticket.submitter_email],
sender=ticket.queue.from_address,
fail_silently=True)
return HttpResponseRedirect(ticket.get_absolute_url())
return render(request, 'helpdesk/reply_ticket.html', {
'ticket': ticket,
})
def email_send(request):
"""
Send an email. The post request should contain the necessary data for
sending the mail as follows:
subject: the subject of the email
body: the body of the email
to: the to address
"""
body = request.POST['body']
to = request.POST['to']
subject = request.POST['subject']
reply_to_id = request.POST['reply_to_id']
message_id = email.utils.make_msgid()
mail = EmailMessage(subject, body, '*****@*****.**',
[to],
headers = {'Message-ID': message_id, 'In-Reply-To': reply_to_id})
mail.send()
queue = Queue.objects.get(pk=1)
if reply_to_id:
replyTo = Message.objects.get(id = reply_to_id)
actions = replyTo.action.filter(queue=queue)
resolution = 'Reply sent on %s' % (datetime.now())
for action in actions:
follow_up = FollowUp (
ticket=action,
date=datetime.now(),
comment=resolution,
title="Reply sent",
public=False)
follow_up.save()
action.status = Ticket.RESOLVED_STATUS
action.resolution = follow_up.comment
action.save()
return redirect("list_email_tickets")
def get_issue_status(repo,ticket):
repo = repo + "/issues/" + ticket.github_issue_number
r = requests.get(repo)
if int(r.status_code) == 200:
data = json.loads(r.content)
title = data['title']
updated_date = data['updated_at']
state = data['state']
description = data['body']
if state == 'closed':
status = 4 # If 'Closed' in github, save as 'Closed' in TW
state_txt = 'Closed'
else:
status = 1 #open
state_txt = 'Open'
# add a comment/explanation for the change of state in TW
comments = '[GitHub Sync] Ticket is ' + str(state_txt) + ' in GitHub'
update_ticket = Ticket.objects.get(id=ticket.id)
current_status = update_ticket.status
print 'Ticket#' + str(ticket.id) + str(comments)
if not int(current_status) == int(status):
new_followup = FollowUp(title=title, date=updated_date, ticket_id=ticket.id, comment=comments, public=1, new_status=status, )
new_followup.save()
update_ticket.status = status
update_ticket.title =title
update_ticket.description = description
update_ticket.save()
return r.status_code
def get(self, request, *args, **kwargs):
ticket = get_object_or_404(Ticket, id=self.kwargs['pk'])
if not _has_access_to_queue(request.user, ticket.queue):
raise PermissionDenied()
if 'unhold' in self.kwargs.keys():
ticket.on_hold = False
title = _('Ticket taken off hold')
else:
ticket.on_hold = True
title = _('Ticket placed on hold')
f = FollowUp(
ticket = ticket,
user = request.user,
title = title,
date = timezone.now(),
public = True,
)
f.save()
ticket.save()
return HttpResponseRedirect(ticket.get_staff_url())
class TicketForm(forms.Form):
queue = forms.ChoiceField(label=_('Queue'), required=True, choices=())
title = forms.CharField(
max_length=100,
required=True,
widget=forms.TextInput(attrs={'size': '60'}),
label=_('Summary of the problem'),
)
submitter_email = forms.EmailField(
required=False,
label=_('Submitter E-Mail Address'),
widget=forms.TextInput(attrs={'size': '60'}),
help_text=_('This e-mail address will receive copies of all public '
'updates to this ticket.'),
)
error_msg = forms.CharField(
widget=forms.Textarea(attrs={
'cols': 47,
'rows': 4
}),
label=_('Error Message'),
required=False,
help_text=
_('Was an error message displaced? Please copy and paste this error message here. '
),
)
body = forms.CharField(
widget=forms.Textarea(attrs={
'cols': 47,
'rows': 7
}),
label=_('Description of Issue'),
required=True,
)
assigned_to = forms.ChoiceField(
choices=(),
required=False,
label=_('Case owner'),
help_text=_('If you select an owner other than yourself, they\'ll be '
'e-mailed details of this ticket immediately.'),
)
priority = forms.ChoiceField(
choices=Ticket.PRIORITY_CHOICES,
required=False,
initial='3',
label=_('Priority'),
help_text=_('Please select a priority carefully. If unsure, leave it '
'as \'3\'.'),
)
type = forms.ChoiceField(
choices=Ticket.TICKET_TYPE,
required=True,
initial='3',
label=_('Type of Ticket'),
help_text=_(
'Enhancements requests or Bugs/Problems with Tola software.'),
)
due_date = forms.DateTimeField(
widget=extras.SelectDateWidget,
required=False,
label=_('Due on'),
)
tags = forms.ModelMultipleChoiceField(
queryset=Tag.objects.all(),
widget=M2MSelect,
required=False,
)
def clean_due_date(self):
data = self.cleaned_data['due_date']
#TODO: add Google calendar update hook
#if not hasattr(self, 'instance') or self.instance.due_date != new_data:
# print "you changed!"
return data
def __init__(self, *args, **kwargs):
"""
Add any custom fields that are defined to the form
"""
super(TicketForm, self).__init__(*args, **kwargs)
for field in CustomField.objects.all():
instanceargs = {
'label': field.label,
'help_text': field.help_text,
'required': field.required,
}
self.customfield_to_field(field, instanceargs)
#Crispy Form Helper to add Bootstrap and layout
helper = FormHelper()
helper.form_method = 'post'
helper.form_class = 'form-horizontal'
helper.label_class = 'col-sm-3'
helper.field_class = 'col-sm-8'
helper.form_error_title = 'Form Errors'
helper.error_text_inline = True
helper.help_text_inline = True
helper.html5_required = True
helper.form_tag = False
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
org = Organization.objects.get(id=1)
t = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=q,
organization=org,
description=self.cleaned_data['body'],
error_msg=self.cleaned_data['error_msg'],
priority=self.cleaned_data['priority'],
type=self.cleaned_data['type'],
due_date=self.cleaned_data['due_date'])
t.assigned_to = None
if self.cleaned_data['assigned_to']:
try:
u = User.objects.get(id=self.cleaned_data['assigned_to'])
t.assigned_to = u
except User.DoesNotExist:
pass
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()
ticket = t
user = None
try:
user = t.assigned_to
except Exception, e:
pass
f = FollowUp(
ticket=ticket,
title=_('Ticket Opened'),
date=timezone.now(),
public=True,
comment=self.cleaned_data['body'],
user=user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
# f.save()
context = safe_template_context(t)
context['comment'] = f.comment
#send email notifications for new ticket
messages_sent_to = []
if t.submitter_email:
email(t, t.description, "NEW", t.submitter_email)
messages_sent_to.append(t.submitter_email)
try:
if t.assigned_to and t.assigned_to != user and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
email(t, t.description, "NEW", t.assigned_to.email)
messages_sent_to.append(t.assigned_to.email)
except Exception, e:
pass
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = self.cleaned_data['queue']
t = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
account=self.cleaned_data['account'],
created=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
owner=self.cleaned_data['owner'])
if HAS_TAG_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
t.assigned_to = self.cleaned_data['assigned_to']
except User.DoesNotExist:
t.assigned_to = None
t.save()
f = FollowUp(
ticket=t,
title=_('Ticket Opened'),
date=datetime.now(),
public=False,
comment=self.cleaned_data['body'],
systemuser=user.account,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
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.file.path)
context = {
'ticket': t,
'queue': q,
'comment': f.comment,
}
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_owner',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
#FIX USERSETTINGS
#=======================================================================
# if t.assigned_to and t.assigned_to != user and getattr(t.assigned_to.usersettings.settings, 'email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
# send_templated_mail(
# 'assigned_to',
# context,
# recipients=t.assigned_to.email,
# sender=q.from_address,
# fail_silently=True,
# files=files,
# )
# messages_sent_to.append(t.assigned_to.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 mass_update(request):
tickets = request.POST.getlist("ticket_id")
action = request.POST.get("action", None)
if not (tickets and action):
return HttpResponseRedirect(reverse("helpdesk_list"))
if action.startswith("assign_"):
parts = action.split("_")
user = User.objects.get(id=parts[1])
action = "assign"
elif action == "take":
user = request.user
action = "assign"
for t in Ticket.objects.filter(id__in=tickets):
if action == "assign" and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(
ticket=t,
date=datetime.now(),
title=_("Assigned to %(username)s in bulk update" % {"username": user.username}),
public=True,
user=request.user,
)
f.save()
elif action == "unassign" and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(
ticket=t, date=datetime.now(), title=_("Unassigned in bulk update"), public=True, user=request.user
)
f.save()
elif action == "close" and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(
ticket=t,
date=datetime.now(),
title=_("Closed in bulk update"),
public=False,
user=request.user,
new_status=Ticket.CLOSED_STATUS,
)
f.save()
elif action == "close_public" and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(
ticket=t,
date=datetime.now(),
title=_("Closed in bulk update"),
public=True,
user=request.user,
new_status=Ticket.CLOSED_STATUS,
)
f.save()
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(resolution=t.resolution, queue=t.queue)
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
"closed_submitter",
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.submitter_email)
for cc in t.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
"closed_submitter",
context,
recipients=cc.email_address,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if (
t.assigned_to
and request.user != t.assigned_to
and t.assigned_to.email
and t.assigned_to.email not in messages_sent_to
):
send_templated_mail(
"closed_owner",
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.assigned_to.email)
if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
"closed_cc",
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
elif action == "delete":
t.delete()
return HttpResponseRedirect(reverse("helpdesk_list"))
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 HttpResponseForbidden(_("Sorry, you need to login to do that."))
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", None))
priority = int(request.POST.get("priority", ticket.priority))
due_year = int(request.POST.get("due_date_year"))
due_month = int(request.POST.get("due_date_month"))
due_day = int(request.POST.get("due_date_day"))
due_date = datetime(due_year, due_month, due_day) if due_year and due_month and due_day else ticket.due_date
tags = request.POST.get("tags", "")
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, 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 = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.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 None:
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.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.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.file.path)
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)
if helpdesk_settings.HELPDESK_UPDATE_CALENDAR:
from helpdesk import calendars
calendars.update_calendar(request, search_date=ticket.due_date)
c.save()
ticket.due_date = due_date
if HAS_TAGGING_SUPPORT:
if tags != ticket.tags:
c = TicketChange(followup=f, field=_("Tags"), old_value=ticket.tags, new_value=tags)
c.save()
ticket.tags = tags
if HAS_TAGGIT_SUPPORT:
old_tags = [tag.name for tag in ticket.tags.all()]
old_tags.sort()
new_tags = tags.replace(" ", "").strip(",").split(",")
new_tags.sort()
if new_tags != old_tags:
c = TicketChange(followup=f, field=_("Tags"), old_value=", ".join(old_tags), new_value=", ".join(new_tags))
c.save()
ticket.tags.set(*new_tags)
if new_status in [Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS]:
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 (
ticket.submitter_email
and public
and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS)))
):
if f.new_status == Ticket.RESOLVED_STATUS:
template = "resolved_submitter"
elif f.new_status == Ticket.CLOSED_STATUS:
template = "closed_submitter"
else:
template = "updated_submitter"
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
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(
template, 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()
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
def get_label(repo, ticket):
repo = repo + "/issues/" + ticket.github_issue_number + "/labels"
token = settings.GITHUB_AUTH_TOKEN
header = {'Authorization': 'token %s' % token}
r = requests.get(repo, headers=header)
try:
if int(r.status_code) == 200:
data = json.loads(r.content)
label_txt2 = ""
label_txt = ""
label_int = '0'
labels = []
label = ''
for item in range(len(data)):
labels.append(data[item]['name'])
for l in labels:
if "Tola-Work Ticket" in l:
pass
elif "accepted" in l:
label_txt2 = ', accepted by QA Lead and moved into the Ready Queue'
label_int = '5'
label = l
elif "Ready" in l:
label_txt2 = ', accepted by Developers and moved into the Ready Queue'
label_int = '1'
label = l
elif "Working" in l:
label_txt2 = ' and Developers have started working on the Ticket'
label_int = '2'
label = l
elif "In Dev" in l:
label_txt2 = ' and moved to Dev'
label_int = '3'
label = l
elif "Done" in l:
label_txt2 = ' and its Done'
label_int = '4'
label = l
print labels
comments = '[Progress Update] Ticket ' + str(label_txt) + str(
label_txt2)
update_ticket = Ticket.objects.get(id=ticket.id)
db_label = update_ticket.git_label
if not int(db_label) == int(label_int):
new_followup = FollowUp(
title=ticket.title,
ticket_id=ticket.id,
comment=comments,
public=1,
)
new_followup.save()
update_ticket.git_label = label_int
update_ticket.save()
except Exception, e:
pass
def save(self, user):
"""
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=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data["body"],
priority=self.cleaned_data["priority"],
due_date=self.cleaned_data["due_date"],
)
if HAS_TAG_SUPPORT:
t.tags = self.cleaned_data["tags"]
if self.cleaned_data["assigned_to"]:
try:
u = User.objects.get(id=self.cleaned_data["assigned_to"])
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
for field, value in self.cleaned_data.items():
if field.startswith("custom_"):
field_name = field.replace("custom_", "")
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t, field=customfield, value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_("Ticket Opened"),
date=datetime.now(),
public=True,
comment=self.cleaned_data["body"],
user=user,
)
if self.cleaned_data["assigned_to"]:
f.title = _("Ticket Opened & Assigned to %(name)s") % {"name": t.get_assigned_to}
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.file.path)
context = safe_template_context(t)
context["comment"] = f.comment
messages_sent_to = []
if t.submitter_email:
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 (
t.assigned_to
and t.assigned_to != user
and getattr(t.assigned_to.usersettings.settings, "email_on_ticket_assign", False)
and t.assigned_to.email
and t.assigned_to.email not in messages_sent_to
):
send_templated_mail(
"assigned_owner",
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.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 save(self, user):
"""
Writes and returns a Ticket() object
"""
q = self.cleaned_data['queue']
t = Ticket( title = self.cleaned_data['title'],
submitter_email = self.cleaned_data['submitter_email'],
account = self.cleaned_data['account'],
created = datetime.now(),
status = Ticket.OPEN_STATUS,
queue = q,
description = self.cleaned_data['body'],
priority = self.cleaned_data['priority'],
owner = self.cleaned_data['owner']
)
if HAS_TAG_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
t.assigned_to = self.cleaned_data['assigned_to']
except User.DoesNotExist:
t.assigned_to = None
t.save()
f = FollowUp( ticket = t,
title = _('Ticket Opened'),
date = datetime.now(),
public = False,
comment = self.cleaned_data['body'],
systemuser = user.account,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
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.file.path)
context = {
'ticket': t,
'queue': q,
'comment': f.comment,
}
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'newticket_owner',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.submitter_email)
#FIX USERSETTINGS
#=======================================================================
# if t.assigned_to and t.assigned_to != user and getattr(t.assigned_to.usersettings.settings, 'email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
# send_templated_mail(
# 'assigned_to',
# context,
# recipients=t.assigned_to.email,
# sender=q.from_address,
# fail_silently=True,
# files=files,
# )
# messages_sent_to.append(t.assigned_to.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, request=None):
"""
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=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
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=datetime.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.file.path)
context = {
'ticket': t,
'queue': q,
'site': Site.objects.get_current(),
'request': request
}
send_templated_mail(
'newticket_submitter',
context,
recipients=t.submitter_email,
sender=q.from_address,
fail_silently=True,
files=files,
)
who_to_notify = []
emails = "%s,%s" % (q.new_ticket_cc, q.updated_ticket_cc)
for e in emails.split(','):
email = e.strip(' ')
if email and email != t.submitter_email and email not in who_to_notify:
who_to_notify.append(email)
if who_to_notify:
send_templated_mail(
'newticket_cc',
context,
recipients=who_to_notify,
sender=q.from_address,
fail_silently=True,
files=files,
)
return t
def mass_update(request):
tickets = request.POST.getlist('ticket_id')
action = request.POST.get('action', None)
if not (tickets and action):
return HttpResponseRedirect(reverse('helpdesk_list'))
if action.startswith('assign_'):
parts = action.split('_')
user = User.objects.get(id=parts[1])
action = 'assign'
elif action == 'take':
user = request.user
action = 'assign'
for t in Ticket.objects.filter(id__in=tickets):
if action == 'assign' and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Assigned to %(username)s in bulk update' % {'username': user.username}), public=True, user=request.user)
f.save()
elif action == 'unassign' and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Unassigned in bulk update'), public=True, user=request.user)
f.save()
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Closed in bulk update'), public=False, user=request.user, new_status=Ticket.CLOSED_STATUS)
f.save()
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t, date=datetime.now(), title=_('Closed in bulk update'), public=True, user=request.user, new_status=Ticket.CLOSED_STATUS)
f.save()
# Send email to Submitter, Owner, Queue CC
context = {
'ticket': t,
'queue': t.queue,
'resolution': t.resolution,
}
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'closed_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.submitter_email)
for cc in t.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'closed_submitter',
context,
recipients=cc.email_address,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if t.assigned_to and request.user != t.assigned_to and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'closed_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.assigned_to.email)
if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'closed_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
elif action == 'delete':
t.delete()
return HttpResponseRedirect(reverse('helpdesk_list'))
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 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(
'updated_owner',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.save()
return api_return(STATUS_OK)
def save(self, user):
"""
Writes and returns a Ticket() object
"""
q = self.cleaned_data['queue']
t = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['description'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
if HAS_TAGGING_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
u = self.cleaned_data['assigned_to']
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
if HAS_TAGGIT_SUPPORT:
t.tags.set(*self.cleaned_data['tags'])
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp(
ticket=t,
title=_('Ticket Opened'),
date=datetime.now(),
public=True,
comment=self.cleaned_data['description']
if helpdesk_settings.HELPDESK_INCLUDE_DESCRIPTION_IN_FOLLOWUP else
None,
user=user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
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.file.path)
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
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 t.assigned_to and t.assigned_to != user and getattr(
t.assigned_to.usersettings.settings, 'email_on_ticket_assign',
False
) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.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 = 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 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: ", "").strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_name = parseaddr(sender)[0]
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"^\[(?P<queue>[-A-Za-z0-9]+)-(?P<id>\d+)\]", 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 == None:
if part.get_content_subtype() == 'plain':
body_plain = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
else:
body_html = part.get_payload(decode=True)
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
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 = datetime.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
update = ''
if ticket == None:
t = Ticket(
title=subject,
queue=queue,
submitter_name=sender_name,
submitter_email=sender_email,
created=now,
description=body,
priority=priority,
)
t.save()
new = True
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 = datetime.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%s" % (t.queue.slug, t.id, t.title, update)).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=datetime.now(),
comment=resolution,
user=self.request.user,
title='Resolved',
public=True,
)
f.save()
context = {
'ticket': ticket,
'queue': ticket.queue,
'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 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'],
)
if q.default_owner and not t.assigned_to:
t.assigned_to = q.default_owner
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 t.assigned_to and \
t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and \
t.assigned_to.email and \
t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.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 update_ticket(request, ticket_id, public=False):
ticket = get_object_or_404(Ticket, id=ticket_id,owner=request.user)
comment = request.POST.get('comment', '')
new_status = int(request.POST.get('new_status', ticket.status))
title = request.POST.get('title', ticket.title)
#public = request.POST.get('public', public)
public=True
owner = ticket.owner
#priority = int(request.POST.get('priority', ticket.priority))
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
comment = loader.get_template_from_string(comment).render(Context(context))
#if owner is None and ticket.assigned_to:
# owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
#if request.user.is_authenticated():
f.account = request.user.account
f.public = True
reassigned = False
if new_status != ticket.status:
ticket.status = new_status
ticket.save()
f.new_status = new_status
if f.title:
f.title += _(u'%(STATUS)s %(USER)s ') % {'USER': request.user.account, 'STATUS': ticket.get_status_display()}
else:
f.title = _(u'%(STATUS)s %(USER)s ') % {'USER': request.user.account, 'STATUS': ticket.get_status_display()}
if not f.title:
if f.comment:
f.title = _(u'Добавлен комментарий от %(USER)s ') % {'USER': request.user.account}
else:
f.title = _(u'Обновлено %(USER)s ') % {'USER': request.user.account}
f.save()
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('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.file.path)
if title != ticket.title:
c = TicketChange(
followup=f,
field=_('Title'),
old_value=ticket.title,
new_value=title,
)
c.save()
ticket.title = title
if HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
ticket.resolution = comment
messages_sent_to = []
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_owner'
else:
template = 'updated_owner'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
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(
template,
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_to'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_assigned_to'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_assigned_to'
else:
template_staff = 'updated_assigned_to'
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()
return HttpResponseRedirect(ticket.ticket_url)
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=datetime.now(),
comment=message,
user=self.request.user,
title='Comment Added',
)
if public:
f.public = True
f.save()
context = {
'ticket': ticket,
'queue': ticket.queue,
'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 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(
'updated_owner',
context,
recipients=ticket.assigned_to.email,
sender=ticket.queue.from_address,
fail_silently=True,
)
ticket.save()
return api_return(STATUS_OK)
def mass_update(request):
tickets = request.POST.getlist('ticket_id')
action = request.POST.get('action', None)
if not (tickets and action):
return HttpResponseRedirect(reverse('helpdesk_list'))
if action.startswith('assign_'):
parts = action.split('_')
user = User.objects.get(id=parts[1])
action = 'assign'
elif action == 'take':
user = request.user
action = 'assign'
for t in Ticket.objects.filter(id__in=tickets):
if action == 'assign' and t.assigned_to != user:
t.assigned_to = user
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Assigned to %(username)s in bulk update' %
{'username': user.username}),
public=True,
user=request.user)
f.save()
elif action == 'unassign' and t.assigned_to is not None:
t.assigned_to = None
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Unassigned in bulk update'),
public=True,
user=request.user)
f.save()
elif action == 'close' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Closed in bulk update'),
public=False,
user=request.user,
new_status=Ticket.CLOSED_STATUS)
f.save()
elif action == 'close_public' and t.status != Ticket.CLOSED_STATUS:
t.status = Ticket.CLOSED_STATUS
t.save()
f = FollowUp(ticket=t,
date=datetime.now(),
title=_('Closed in bulk update'),
public=True,
user=request.user,
new_status=Ticket.CLOSED_STATUS)
f.save()
# Send email to Submitter, Owner, Queue CC
context = safe_template_context(t)
context.update(
resolution=t.resolution,
queue=t.queue,
)
messages_sent_to = []
if t.submitter_email:
send_templated_mail(
'closed_submitter',
context,
recipients=t.submitter_email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.submitter_email)
for cc in t.ticketcc_set.all():
if cc.email_address not in messages_sent_to:
send_templated_mail(
'closed_submitter',
context,
recipients=cc.email_address,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(cc.email_address)
if t.assigned_to and request.user != t.assigned_to and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'closed_owner',
context,
recipients=t.assigned_to.email,
sender=t.queue.from_address,
fail_silently=True,
)
messages_sent_to.append(t.assigned_to.email)
if t.queue.updated_ticket_cc and t.queue.updated_ticket_cc not in messages_sent_to:
send_templated_mail(
'closed_cc',
context,
recipients=t.queue.updated_ticket_cc,
sender=t.queue.from_address,
fail_silently=True,
)
elif action == 'delete':
t.delete()
return HttpResponseRedirect(reverse('helpdesk_list'))
def create_object_from_email_message(message, ticket_id, payload, files,
logger):
ticket, previous_followup, new = None, None, False
now = timezone.now()
queue = payload['queue']
sender_email = payload['sender_email']
to_list = getaddresses(message.get_all('To', []))
cc_list = getaddresses(message.get_all('Cc', []))
message_id = message.get('Message-Id')
in_reply_to = message.get('In-Reply-To')
if in_reply_to is not None:
try:
queryset = FollowUp.objects.filter(
message_id=in_reply_to).order_by('-date')
if queryset.count() > 0:
previous_followup = queryset.first()
ticket = previous_followup.ticket
except FollowUp.DoesNotExist:
pass # play along. The header may be wrong
if previous_followup is None and ticket_id is not None:
try:
ticket = Ticket.objects.get(id=ticket_id)
except Ticket.DoesNotExist:
ticket = None
else:
new = False
# Check if the ticket has been merged to another ticket
if ticket.merged_to:
logger.info("Ticket has been merged to %s" %
ticket.merged_to.ticket)
# Use the ticket in which it was merged to for next operations
ticket = ticket.merged_to
# New issue, create a new <Ticket> instance
if ticket is None:
if not settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
ticket = Ticket.objects.create(
title=payload['subject'],
queue=queue,
submitter_email=sender_email,
created=now,
description=payload['body'],
priority=payload['priority'],
)
ticket.save()
logger.debug("Created new ticket %s-%s" %
(ticket.queue.slug, ticket.id))
new = True
update = ''
# Old issue being re-opened
elif ticket.status == Ticket.CLOSED_STATUS:
ticket.status = Ticket.REOPENED_STATUS
ticket.save()
f = FollowUp(ticket=ticket,
title=_('E-Mail Received from %(sender_email)s' %
{'sender_email': sender_email}),
date=now,
public=True,
comment=payload['body'],
message_id=message_id)
if ticket.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()
logger.debug("Created new FollowUp for Ticket")
logger.info("[%s-%s] %s" % (
ticket.queue.slug,
ticket.id,
ticket.title,
))
attached = process_attachments(f, files)
for att_file in attached:
logger.info(
"Attachment '%s' (with size %s) successfully added to ticket from email."
% (att_file[0], att_file[1].size))
context = safe_template_context(ticket)
new_ticket_ccs = []
new_ticket_ccs.append(create_ticket_cc(ticket, to_list + cc_list))
notifications_to_be_sent = [sender_email]
if queue.enable_notifications_on_email_events and len(
notifications_to_be_sent):
ticket_cc_list = TicketCC.objects.filter(
ticket=ticket).all().values_list('email', flat=True)
for email in ticket_cc_list:
notifications_to_be_sent.append(email)
# send mail to appropriate people now depending on what objects
# were created and who was CC'd
if new:
ticket.send(
{
'submitter': ('newticket_submitter', context),
'new_ticket_cc': ('newticket_cc', context),
'ticket_cc': ('newticket_cc', context)
},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
else:
context.update(comment=f.comment)
ticket.send(
{
'submitter': ('newticket_submitter', context),
'assigned_to': ('updated_owner', context)
},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
if queue.enable_notifications_on_email_events:
ticket.send(
{'ticket_cc': ('updated_cc', context)},
fail_silently=True,
extra_headers={'In-Reply-To': message_id},
)
return ticket
def ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message) if six.PY3 else email.message_from_string(message.encode('utf-8'))
subject = message.get('subject', _('Comment from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
cc = message.get_all('cc', None)
if cc:
# first, fixup the encoding if necessary
cc = [decode_mail_headers(decodeUnknown(message.get_charset(), x)) for x in cc]
# get_all checks if multiple CC headers, but individual emails may be comma separated too
tempcc = []
for hdr in cc:
tempcc.extend(hdr.split(','))
# use a set to ensure no duplicates
cc = set([x.strip() for x in tempcc])
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".*\[" + queue.slug + r"-(?P<id>\d+)\]", subject)
if matchobj:
# This is a reply or forward.
ticket = matchobj.group('id')
logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
else:
logger.info("No tracking ID matched.")
ticket = None
body = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = email.utils.collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
)
# workaround to get unicode text out rather than escaped text
try:
body = body.encode('ascii').decode('unicode_escape')
except UnicodeEncodeError:
body.encode('utf-8')
logger.debug("Discovered plain text MIME part")
else:
files.append(
SimpleUploadedFile(_("email_html_body.html"), encoding.smart_bytes(part.get_payload()), 'text/html')
)
logger.debug("Discovered HTML MIME part")
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
payload = part.get_payload()
if isinstance(payload, list):
payload = payload.pop().as_string()
payloadToWrite = payload
# check version of python to ensure use of only the correct error type
if six.PY2:
non_b64_err = binascii.Error
else:
non_b64_err = TypeError
try:
logger.debug("Try to base64 decode the attachment payload")
if six.PY2:
payloadToWrite = base64.decodestring(payload)
else:
payloadToWrite = base64.decodebytes(payload)
except non_b64_err:
logger.debug("Payload was not base64 encoded, using raw bytes")
payloadToWrite = payload
files.append(SimpleUploadedFile(name, part.get_payload(decode=True), mimetypes.guess_type(name)[0]))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
mail = BeautifulSoup(part.get_payload(), "lxml")
if ">" in mail.text:
body = mail.find('body')
body = body.text
body = body.encode('ascii', errors='ignore')
else:
body = mail.text
if ticket:
try:
t = Ticket.objects.get(id=ticket)
except Ticket.DoesNotExist:
logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
ticket = None
else:
logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
if t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
new = False
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = {'high', 'important', '1', 'urgent'}
priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
if ticket is None:
if settings.QUEUE_EMAIL_BOX_UPDATE_ONLY:
return None
new = True
t = Ticket.objects.create(
title=subject,
queue=queue,
submitter_email=sender_email,
created=timezone.now(),
description=body,
priority=priority,
)
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
if cc:
# get list of currently CC'd emails
current_cc = TicketCC.objects.filter(ticket=ticket)
current_cc_emails = [x.email for x in current_cc if x.email]
# get emails of any Users CC'd to email, if defined
# (some Users may not have an associated email, e.g, when using LDAP)
current_cc_users = [x.user.email for x in current_cc if x.user and x.user.email]
# ensure submitter, assigned user, queue email not added
other_emails = [queue.email_address]
if t.submitter_email:
other_emails.append(t.submitter_email)
if t.assigned_to:
other_emails.append(t.assigned_to.email)
current_cc = set(current_cc_emails + current_cc_users + other_emails)
# first, add any User not previously CC'd (as identified by User's email)
all_users = User.objects.all()
all_user_emails = set([x.email for x in all_users])
users_not_currently_ccd = all_user_emails.difference(set(current_cc))
users_to_cc = cc.intersection(users_not_currently_ccd)
for user in users_to_cc:
tcc = TicketCC.objects.create(
ticket=t,
user=User.objects.get(email=user),
can_view=True,
can_update=False
)
tcc.save()
# then add remaining emails alphabetically, makes testing easy
new_cc = cc.difference(current_cc).difference(all_user_emails)
new_cc = sorted(list(new_cc))
for ccemail in new_cc:
tcc = TicketCC.objects.create(
ticket=t,
email=ccemail.replace('\n', ' ').replace('\r', ' '),
can_view=True,
can_update=False
)
tcc.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()
logger.debug("Created new FollowUp for Ticket")
if six.PY2:
logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
elif six.PY3:
logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
attached = process_attachments(f, files)
for att_file in attached:
logger.info("Attachment '%s' (with size %s) successfully added to ticket from email." % (att_file[0], att_file[1].size))
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.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, user):
"""
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'],
)
if HAS_TAG_SUPPORT:
t.tags = self.cleaned_data['tags']
if self.cleaned_data['assigned_to']:
try:
u = User.objects.get(id=self.cleaned_data['assigned_to'])
t.assigned_to = u
except User.DoesNotExist:
t.assigned_to = None
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
customfield = CustomField.objects.get(name=field_name)
cfv = TicketCustomFieldValue(ticket=t,
field=customfield,
value=value)
cfv.save()
f = FollowUp( ticket = t,
title = _('Ticket Opened'),
date = timezone.now(),
public = True,
comment = self.cleaned_data['body'],
user = user,
)
if self.cleaned_data['assigned_to']:
f.title = _('Ticket Opened & Assigned to %(name)s') % {
'name': t.get_assigned_to
}
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.file.path)
context = safe_template_context(t)
context['comment'] = f.comment
messages_sent_to = []
if t.submitter_email:
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 t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
send_templated_mail(
'assigned_owner',
context,
recipients=t.assigned_to.email,
sender=q.from_address,
fail_silently=True,
files=files,
)
messages_sent_to.append(t.assigned_to.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 ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(
message) if six.PY3 else email.message_from_string(
message.encode('utf-8'))
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(),
subject))
for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
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')
logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
else:
logger.info("No tracking ID matched.")
ticket = None
body = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = email.utils.collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(),
part.get_payload(decode=True)))
# workaround to get unicode text out rather than escaped text
body = body.encode('ascii').decode(
'unicode_escape') if six.PY3 else body.encode('utf-8')
logger.debug("Discovered plain text MIME part")
else:
files.append(
SimpleUploadedFile(
_("email_html_body.html"),
encoding.smart_bytes(part.get_payload()), 'text/html'))
logger.debug("Discovered HTML MIME part")
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
files.append(
SimpleUploadedFile(name,
encoding.smart_bytes(part.get_payload()),
part.get_content_type()))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
body = _(
'No plain-text email body available. Please see attachment "email_html_body.html".'
)
if ticket:
try:
t = Ticket.objects.get(id=ticket)
except Ticket.DoesNotExist:
logger.info(
"Tracking ID %s-%s not associated with existing ticket. Creating new ticket."
% (queue.slug, ticket))
ticket = None
else:
logger.info("Found existing ticket with Tracking ID %s-%s" %
(t.queue.slug, t.id))
if t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
new = False
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = {'high', 'important', '1', 'urgent'}
priority = 2 if high_priority_types & {smtp_priority, smtp_importance
} else 3
if ticket is None:
new = True
t = Ticket.objects.create(
title=subject,
queue=queue,
submitter_email=sender_email,
created=timezone.now(),
description=body,
priority=priority,
)
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
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()
logger.debug("Created new FollowUp for Ticket")
if six.PY2:
logger.info(("[%s-%s] %s" % (
t.queue.slug,
t.id,
t.title,
)).encode('ascii', 'replace'))
elif six.PY3:
logger.info("[%s-%s] %s" % (
t.queue.slug,
t.id,
t.title,
))
attached = process_attachments(f, files)
for att_file in attached:
logger.info(
"Attachment '%s' successfully added to ticket from email." %
att_file[0])
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.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 ticket_from_message(message, queue, logger):
# 'message' must be an RFC822 formatted message.
message = email.message_from_string(message)
subject = message.get('subject', _('Created from e-mail'))
subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
for affix in STRIPPED_SUBJECT_STRINGS:
subject = subject.replace(affix, "")
subject = subject.strip()
sender = message.get('from', _('Unknown Sender'))
sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))
sender_email = email.utils.parseaddr(sender)[1]
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')
logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
else:
logger.info("No tracking ID matched.")
ticket = None
body = None
counter = 0
files = []
for part in message.walk():
if part.get_content_maintype() == 'multipart':
continue
name = part.get_param("name")
if name:
name = email.utils.collapse_rfc2231_value(name)
if part.get_content_maintype() == 'text' and name is None:
if part.get_content_subtype() == 'plain':
body = EmailReplyParser.parse_reply(
decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
)
logger.debug("Discovered plain text MIME part")
else:
files.append(
SimpleUploadedFile(_("email_html_body.html"), encoding.smart_bytes(part.get_payload()), 'text/html')
)
logger.debug("Discovered HTML MIME part")
else:
if not name:
ext = mimetypes.guess_extension(part.get_content_type())
name = "part-%i%s" % (counter, ext)
files.append(SimpleUploadedFile(name, encoding.smart_bytes(part.get_payload()), part.get_content_type()))
logger.debug("Found MIME attachment %s" % name)
counter += 1
if not body:
body = _('No plain-text email body available. Please see attachment "email_html_body.html".')
if ticket:
try:
t = Ticket.objects.get(id=ticket)
except Ticket.DoesNotExist:
logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
ticket = None
else:
logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
if t.status == Ticket.CLOSED_STATUS:
t.status = Ticket.REOPENED_STATUS
t.save()
new = False
smtp_priority = message.get('priority', '')
smtp_importance = message.get('importance', '')
high_priority_types = {'high', 'important', '1', 'urgent'}
priority = 2 if high_priority_types & {smtp_priority, smtp_importance} else 3
if ticket is None:
new = True
t = Ticket.objects.create(
title=subject,
queue=queue,
submitter_email=sender_email,
created=timezone.now(),
description=body,
priority=priority,
)
logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))
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()
logger.debug("Created new FollowUp for Ticket")
if six.PY2:
logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
elif six.PY3:
logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))
attached = process_attachments(f, files)
for att_file in attached:
logger.info("Attachment '%s' successfully added to ticket from email." % att_file[0])
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.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, owner=None):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(id=int(self.cleaned_data['queue']))
t = Ticket(title=self.cleaned_data['title'],
owner=owner,
submitter_email=self.cleaned_data['submitter_email'],
created=datetime.now(),
status=Ticket.OPEN_STATUS,
queue=q,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
account=owner.account)
t.save()
f = FollowUp(ticket=t,
title=_('Ticket Opened Via Web'),
date=datetime.now(),
public=True,
comment=self.cleaned_data['body'],
account=owner.account)
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.file.path)
context = {
'ticket': t,
'queue': q,
}
messages_sent_to = []
send_templated_mail(
'newticket_owner',
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 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 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)):
return HttpResponseForbidden(_('Sorry, you need to login to do that.'))
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', ticket.title)
public = request.POST.get('public', public)
owner = int(request.POST.get('owner', 0))
priority = int(request.POST.get('priority', ticket.priority))
tags = request.POST.get('tags', '')
if public:
ticket.notify_owner = True
else:
ticket.notify_owner = False
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_authenticated():
f.user = request.user
f.public = public
reassigned = False
if owner is not None:
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.username,
}
ticket.assigned_to = new_user
reassigned = True
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.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.file.path)
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 HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
ticket.resolution = comment
messages_sent_to = []
context.update(
resolution=ticket.resolution,
comment=f.comment,
)
if ticket.submitter_email and public and (
f.comment or
(f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_owner'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_owner'
else:
template = 'updated_owner'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
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(
template,
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.account != 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_to'
elif f.new_status == Ticket.RESOLVED_STATUS:
template_staff = 'resolved_asigned_to'
elif f.new_status == Ticket.CLOSED_STATUS:
template_staff = 'closed_assigned_to'
else:
template_staff = 'updated_assigned_to'
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()
if request.user.is_staff:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
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)):
return HttpResponseForbidden(_('Sorry, you need to login to do that.'))
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', None))
priority = int(request.POST.get('priority', ticket.priority))
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, Context
context = safe_template_context(ticket)
comment = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.now(), comment=comment)
if request.user.is_staff:
f.user = request.user
f.public = public
reassigned = False
if owner is not None:
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.username,
}
ticket.assigned_to = new_user
reassigned = True
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.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.file.path)
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 HAS_TAG_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if f.new_status == Ticket.RESOLVED_STATUS:
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 ticket.submitter_email and public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_submitter'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_submitter'
else:
template = 'updated_submitter'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
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(
template,
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()
if request.user.is_staff:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)
def save(self):
"""
Writes and returns a Ticket() object
"""
q = Queue.objects.get(title = 'public')
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 = 3,
due_date = None,
)
t.save()
for field, value in self.cleaned_data.items():
if field.startswith('custom_'):
field_name = field.replace('custom_', '')
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 = []
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 = datetime.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_', '')
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 = datetime.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.file.path)
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 == 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)
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
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 == 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')
print files
for file in files:
print file
if file['content']:
filename = file['filename'].encode('ascii',
'replace').replace(' ', '_')
print filename
filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
print 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 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 HttpResponseForbidden(_('Sorry, you need to login to do that.'))
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', None))
priority = int(request.POST.get('priority', ticket.priority))
due_year = int(request.POST.get('due_date_year'))
due_month = int(request.POST.get('due_date_month'))
due_day = int(request.POST.get('due_date_day'))
due_date = datetime(
due_year, due_month,
due_day) if due_year and due_month and due_day else ticket.due_date
tags = request.POST.get('tags', '')
# We need to allow the 'ticket' and 'queue' contexts to be applied to the
# comment.
from django.template import loader, 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 = loader.get_template_from_string(comment).render(Context(context))
if owner is None and ticket.assigned_to:
owner = ticket.assigned_to.id
f = FollowUp(ticket=ticket, date=datetime.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 None:
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.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.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.file.path)
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,
)
if helpdesk_settings.HELPDESK_UPDATE_CALENDAR:
from helpdesk import calendars
calendars.update_calendar(request, search_date=ticket.due_date)
c.save()
ticket.due_date = due_date
if HAS_TAGGING_SUPPORT:
if tags != ticket.tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=ticket.tags,
new_value=tags,
)
c.save()
ticket.tags = tags
if HAS_TAGGIT_SUPPORT:
old_tags = [tag.name for tag in ticket.tags.all()]
old_tags.sort()
new_tags = tags.replace(' ', '').strip(',').split(',')
new_tags.sort()
if new_tags != old_tags:
c = TicketChange(
followup=f,
field=_('Tags'),
old_value=', '.join(old_tags),
new_value=', '.join(new_tags),
)
c.save()
ticket.tags.set(*new_tags)
if new_status in [Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS]:
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 ticket.submitter_email and public and (
f.comment or
(f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):
if f.new_status == Ticket.RESOLVED_STATUS:
template = 'resolved_submitter'
elif f.new_status == Ticket.CLOSED_STATUS:
template = 'closed_submitter'
else:
template = 'updated_submitter'
send_templated_mail(
template,
context,
recipients=ticket.submitter_email,
sender=ticket.queue.from_address,
fail_silently=True,
files=files,
)
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(
template,
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()
if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
return HttpResponseRedirect(ticket.get_absolute_url())
else:
return HttpResponseRedirect(ticket.ticket_url)