def create_ticket(request):
if request.method == 'POST':
form = TicketForm(request.POST, request.FILES)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True).order_by('username')]
if form.is_valid():
ticket = form.save(user=request.user)
return HttpResponseRedirect(ticket.get_absolute_url())
else:
initial_data = {}
if request.user.usersettings.settings.get('use_email_as_submitter', False) and request.user.email:
initial_data['submitter_email'] = request.user.email
if request.GET.has_key('queue'):
initial_data['queue'] = request.GET['queue']
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
else:
users = User.objects.filter(is_active=True).order_by('username')
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in users]
if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
form.fields['assigned_to'].widget = forms.HiddenInput()
return render_to_response('helpdesk/create_ticket.html',
RequestContext(request, {
'form': form,
'tags_enabled': HAS_TAG_SUPPORT,
}))
def create_ticket(request):
if request.method == 'POST':
form = TicketForm(request.POST, request.FILES)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True).order_by('username')]
if form.is_valid():
ticket = form.save(user=request.user)
return HttpResponseRedirect(ticket.get_absolute_url())
else:
initial_data = {}
if request.user.usersettings.settings.get('use_email_as_submitter', False) and request.user.email:
initial_data['submitter_email'] = request.user.email
if request.GET.has_key('queue'):
initial_data['queue'] = request.GET['queue']
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
if request.user.is_superuser:
assigned_to_choices_filter = {'is_active':True}
else:
assigned_to_choices_filter = {'is_active':True, 'is_superuser':True}
form.fields['assigned_to'].choices = [('', '--------')] + \
[[u.id, u.username] for u in User.objects.filter(**assigned_to_choices_filter).order_by('username')]
return render_to_response('helpdesk/create_ticket.html',
RequestContext(request, {
'form': form,
'tags_enabled': HAS_TAG_SUPPORT,
}))
def create_ticket(request):
if request.method == "POST":
# add request to process user related events
form = TicketForm(request.POST, request.FILES, request=request)
form.fields["queue"].choices = [("", "--------")] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields["assigned_to"].choices = [("", "--------")] + [
[u.id, u.username] for u in User.objects.filter(is_active=True).order_by("username")
]
if form.is_valid():
ticket = form.save(user=request.user)
return HttpResponseRedirect(ticket.get_absolute_url())
else:
initial_data = {}
if request.user.usersettings.settings.get("use_email_as_submitter", False) and request.user.email:
initial_data["submitter_email"] = request.user.email
if request.GET.has_key("queue"):
initial_data["queue"] = request.GET["queue"]
form = TicketForm(initial=initial_data)
form.fields["queue"].choices = [("", "--------")] + [[q.id, q.title] for q in Queue.objects.all()]
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(is_active=True, is_staff=True).order_by("username")
else:
users = User.objects.filter(is_active=True).order_by("username")
form.fields["assigned_to"].choices = [("", "--------")] + [[u.id, u.username] for u in users]
if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
form.fields["assigned_to"].widget = forms.HiddenInput()
return render_to_response(
"helpdesk/create_ticket.html",
RequestContext(
request, {"form": form, "tagging_enabled": HAS_TAGGING_SUPPORT, "taggit_enabled": HAS_TAGGIT_SUPPORT}
),
)
def api_public_create_ticket(self):
form = TicketForm(self.request.POST)
form.fields['queue'].choices = [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [[u.id, u.username] for u in User.objects.filter(is_active=True)]
if form.is_valid():
ticket = form.save(user=self.request.user)
return api_return(STATUS_OK, "%s" % ticket.id)
else:
return api_return(STATUS_ERROR, text=form.errors.as_text())
def api_public_create_ticket(self):
form = TicketForm(self.request.POST)
form.fields['queue'].choices = [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [[u.id, u.get_username()] for u in User.objects.filter(is_active=True)]
if form.is_valid():
ticket = form.save(user=self.request.user)
return api_return(STATUS_OK, "%s" % ticket.id)
else:
return api_return(STATUS_ERROR, text=form.errors.as_text())
def dispatch(self, request, *args, **kwargs):
self.object = self.get_object()
self.reply_form = CommentForm(request.POST or None if 'reply' in
request.POST else None)
self.ticket_form = TicketForm(
request.POST or None if 'ticket' in request.POST else None,
instance=self.object)
self.attachment_formset = AttachmentFormset(
data=request.POST or None if 'reply' in request.POST else None,
files=request.FILES or None)
return super(TicketView, self).dispatch(request, *args, **kwargs)
def form_data(request):
from helpdesk.forms import TicketForm, PublicTicketForm
from helpdesk.models import Queue
assignable_users = User.objects.filter(is_active=True).order_by(
User.USERNAME_FIELD)
initial_data = {}
form = PublicTicketForm(initial=initial_data)
try:
if request.user.email:
initial_data['submitter_email'] = request.user.email
if 'queue' in request.GET:
initial_data['queue'] = request.GET['queue']
if request.user.is_staff:
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [
('', '--------')
] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [
('', '--------')
] + [[u.id, u.get_username()] for u in assignable_users]
else:
form = PublicTicketForm(initial=initial_data)
form.fields['queue'].choices = [
('', '--------')
] + [[q.id, q.title] for q in Queue.objects.all()]
except Exception, e:
pass
def dispatch(self, request, *args, **kwargs):
self.object = self.get_object()
self.reply_form = CommentForm(request.POST or None if 'reply' in request.POST else None)
self.ticket_form = TicketForm(request.POST or None if 'ticket' in request.POST else None,
instance=self.object)
self.attachment_formset = AttachmentFormset(data=request.POST or None if 'reply' in request.POST else None,
files=request.FILES or None)
return super(TicketView, self).dispatch(request, *args, **kwargs)
def create_ticket(request):
if request.method == 'POST':
id = request.POST.get('id')
if id:
ticket = get_object_or_404(Ticket, id=id)
form = EditTicketForm(request.POST, request.FILES, instance=ticket)
else:
form = TicketForm(request.POST, request.FILES)
if form.is_valid():
if id:
ticket = form.save()
else:
ticket = form.save(user=request.user)
return HttpResponseRedirect(ticket.get_absolute_url())
else:
initial_data = {}
id = request.GET.get('id')
account_id = request.GET.get('account_id')
if account_id:
initial_data['account'] = Account.objects.get(id=account_id)
if request.user.usersettings.settings.get(
'use_email_as_submitter',
False) and request.user.account.email:
initial_data['submitter_email'] = request.user.account.email
if id:
ticket = get_object_or_404(Ticket, id=id)
form = EditTicketForm(instance=ticket)
else:
form = TicketForm(initial=initial_data)
form.fields['assigned_to'].initial = request.user.account
form.fields['owner'].initial = request.user
return render_to_response(
'helpdesk/create_ticket.html',
RequestContext(request, {
'form': form,
'tags_enabled': HAS_TAG_SUPPORT,
}))
def create_ticket(request):
if request.method == 'POST':
form = TicketForm(request.POST, request.FILES)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in User.objects.filter(is_active=True).order_by('username')]
if form.is_valid():
ticket = form.save(user=request.user)
return HttpResponseRedirect(ticket.get_absolute_url())
else:
initial_data = {}
if request.user.usersettings.settings.get('use_email_as_submitter', False) and request.user.email:
initial_data['submitter_email'] = request.user.email
if request.GET.has_key('queue'):
initial_data['queue'] = request.GET['queue']
form = TicketForm(initial=initial_data)
form.fields['queue'].choices = [('', '--------')] + [[q.id, q.title] for q in Queue.objects.all()]
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
else:
users = User.objects.filter(is_active=True).order_by('username')
form.fields['assigned_to'].choices = [('', '--------')] + [[u.id, u.username] for u in users]
if helpdesk_settings.HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO:
form.fields['assigned_to'].widget = forms.HiddenInput()
return render_to_response('helpdesk/create_ticket.html',
RequestContext(request, {
'form': form,
'tags_enabled': HAS_TAG_SUPPORT,
}))
def view_ticket(request, ticket_id):
ticket = get_object_or_404(Ticket, id=ticket_id)
if request.GET.has_key('take'):
# Allow the user to assign the ticket to themselves whilst viewing it.
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'owner': request.user.id,
'public': 1,
'title': ticket.title,
'comment': ''
}
return update_ticket(request, ticket_id)
if request.GET.has_key('close') and ticket.status == Ticket.RESOLVED_STATUS:
if not ticket.assigned_to:
owner = 0
else:
owner = ticket.assigned_to.id
# Trick the update_ticket() view into thinking it's being called with
# a valid POST.
request.POST = {
'new_status': Ticket.CLOSED_STATUS,
'public': 1,
'owner': owner,
'title': ticket.title,
'comment': _('Accepted resolution and closed ticket'),
}
return update_ticket(request, ticket_id)
if helpdesk_settings.HELPDESK_STAFF_ONLY_TICKET_OWNERS:
users = User.objects.filter(is_active=True, is_staff=True).order_by('username')
else:
users = User.objects.filter(is_active=True).order_by('username')
# TODO: shouldn't this template get a form to begin with?
form = TicketForm(initial={'due_date':ticket.due_date})
return render_to_response('helpdesk/ticket.html',
RequestContext(request, {
'ticket': ticket,
'form': form,
'active_users': users,
'priorities': Ticket.PRIORITY_CHOICES,
'preset_replies': PreSetReply.objects.filter(Q(queues=ticket.queue) | Q(queues__isnull=True)),
'tags_enabled': HAS_TAG_SUPPORT,
}))
class TicketView(DetailView):
template_name = 'helpdesk/ticket.html'
model = Ticket
reply_form = None
ticket_form = None
attachment_formset = None
def dispatch(self, request, *args, **kwargs):
self.object = self.get_object()
self.reply_form = CommentForm(request.POST or None if 'reply' in request.POST else None)
self.ticket_form = TicketForm(request.POST or None if 'ticket' in request.POST else None,
instance=self.object)
self.attachment_formset = AttachmentFormset(data=request.POST or None if 'reply' in request.POST else None,
files=request.FILES or None)
return super(TicketView, self).dispatch(request, *args, **kwargs)
def post(self, request, *args, **kwargs):
ticket = self.get_object()
self.object = ticket
if 'reply' in request.POST and self.reply_form.is_valid() and self.attachment_formset.is_valid():
reply = self.reply_form.save(commit=False)
reply.author = request.user
reply.ticket = ticket
reply.save()
self.attachment_formset.instance = reply
self.attachment_formset.save()
ticket.state = self.reply_form.cleaned_data['state']
ticket.save()
new_answer.send(sender=Comment, ticket=ticket, answer=reply)
HistoryAction.objects.create(
user=reply.author,
change='added %scomment and set state to <i>%s</i>' % (
'internal ' if reply.internal else '',
reply.ticket.state),
ticket=reply.ticket
)
return HttpResponseRedirect(reverse('helpdesk_home'))
elif 'ticket' in request.POST and self.ticket_form.is_valid():
changes = []
for fieldname in self.ticket_form.changed_data:
old_value = self._get_display_value(fieldname)
setattr(self.object, fieldname, self.ticket_form.cleaned_data[fieldname])
new_value = self._get_display_value(fieldname)
changes.append('%s: %s → %s' % (fieldname, old_value, new_value))
self.object.save(update_fields=self.ticket_form.changed_data)
if changes:
HistoryAction.objects.create(
user=request.user,
change='\n'.join(changes),
ticket=self.object
)
ticket_updated.send(sender=Ticket,
changed_data=self.ticket_form.changed_data,
changes=changes,
ticket=self.object,
updater=request.user)
return HttpResponseRedirect(reverse('helpdesk_home'))
return self.render_to_response(self.get_context_data())
def _get_display_value(self, fieldname):
try:
return getattr(self.object, 'get_%s_display' % fieldname)()
except:
return getattr(self.object, fieldname)
def get_comments(self):
return self.object.comment_set.all().order_by('created')
def get_context_data(self, **kwargs):
context = super(TicketView, self).get_context_data(**kwargs)
context['comments'] = self.get_comments()
context['reply_form'] = self.reply_form
context['ticket_form'] = self.ticket_form
context['history'] = self.object.historyaction_set.all().order_by('-created')
context['attachments'] = self.object.attachments.all()
context['attachment_formset'] = self.attachment_formset
return context
class TicketView(DetailView):
template_name = 'helpdesk/ticket.html'
model = Ticket
reply_form = None
ticket_form = None
attachment_formset = None
def dispatch(self, request, *args, **kwargs):
self.object = self.get_object()
self.reply_form = CommentForm(request.POST or None if 'reply' in
request.POST else None)
self.ticket_form = TicketForm(
request.POST or None if 'ticket' in request.POST else None,
instance=self.object)
self.attachment_formset = AttachmentFormset(
data=request.POST or None if 'reply' in request.POST else None,
files=request.FILES or None)
return super(TicketView, self).dispatch(request, *args, **kwargs)
def post(self, request, *args, **kwargs):
ticket = self.get_object()
self.object = ticket
if 'reply' in request.POST and self.reply_form.is_valid(
) and self.attachment_formset.is_valid():
reply = self.reply_form.save(commit=False)
reply.author = request.user
reply.ticket = ticket
reply.save()
self.attachment_formset.instance = reply
self.attachment_formset.save()
ticket.state = self.reply_form.cleaned_data['state']
ticket.save()
new_answer.send(sender=Comment, ticket=ticket, answer=reply)
HistoryAction.objects.create(
user=reply.author,
change='added %scomment and set state to <i>%s</i>' %
('internal ' if reply.internal else '', reply.ticket.state),
ticket=reply.ticket)
return HttpResponseRedirect(reverse('helpdesk_home'))
elif 'ticket' in request.POST and self.ticket_form.is_valid():
changes = []
for fieldname in self.ticket_form.changed_data:
old_value = self._get_display_value(fieldname)
setattr(self.object, fieldname,
self.ticket_form.cleaned_data[fieldname])
new_value = self._get_display_value(fieldname)
changes.append('%s: %s → %s' %
(fieldname, old_value, new_value))
self.object.save(update_fields=self.ticket_form.changed_data)
if changes:
HistoryAction.objects.create(user=request.user,
change='\n'.join(changes),
ticket=self.object)
ticket_updated.send(sender=Ticket,
changed_data=self.ticket_form.changed_data,
changes=changes,
ticket=self.object,
updater=request.user)
return HttpResponseRedirect(reverse('helpdesk_home'))
return self.render_to_response(self.get_context_data())
def _get_display_value(self, fieldname):
try:
return getattr(self.object, 'get_%s_display' % fieldname)()
except:
return getattr(self.object, fieldname)
def get_comments(self):
return self.object.comment_set.all().order_by('created')
def get_context_data(self, **kwargs):
context = super(TicketView, self).get_context_data(**kwargs)
context['comments'] = self.get_comments()
context['reply_form'] = self.reply_form
context['ticket_form'] = self.ticket_form
context['history'] = self.object.historyaction_set.all().order_by(
'-created')
context['attachments'] = self.object.attachments.all()
context['attachment_formset'] = self.attachment_formset
return context
