def tickets_escalate():
"Automatically move tickets to upper queues when no action taken"
# Collect queues which have waiting time and next queue specified
queues = TicketQueue.objects.filter(waiting_time__isnull=False, next_queue__isnull=False)
now = datetime.datetime.now()
for queue in queues:
if queue.waiting_time and queue.next_queue:
# Calculate the timeframe outside of which idle tickets should be escalated
delta = datetime.timedelta(seconds=int(queue.waiting_time))
timeframe = now-delta
# Collect tickets ourside the timeframe
tickets = queue.ticket_set.filter(date_created__lt=timeframe, status__active=True)
for ticket in tickets:
# Identify if any recent updates have been made on the ticket
updates = ticket.updates.filter(date_created__gte=timeframe).exists()
if not updates:
ticket.queue = queue.next_queue
ticket.auto_notify = False
ticket.save()
record = TicketRecord(record_type='update')
record.format_message = 'Ticket automatically escalated from <a href="' + \
reverse('services_queue_view', args=[queue.id]) + \
'">' + unicode(queue) + '</a> to <a href="' + \
reverse('services_queue_view', args=[queue.next_queue.id]) + \
'">' + unicode(queue.next_queue) + '</a>.'
record.author = ticket.creator
record.save()
record.about.add(ticket)
ticket.set_last_updated()
