def process_attachments(followup, attached_files):
max_email_attachment_size = getattr(settings,
'HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE',
512000)
attachments = []
for attached in attached_files:
if attached.size:
filename = smart_text(attached.name)
att = Attachment(
followup=followup,
file=attached,
filename=filename,
mime_type=attached.content_type
or mimetypes.guess_type(filename, strict=False)[0]
or 'application/octet-stream',
size=attached.size,
)
att.save()
if attached.size < max_email_attachment_size:
# Only files smaller than 512kb (or as defined in
# settings.HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
attachments.append([filename, att.file])
return attachments
def _attach_files_to_follow_up(self, followup):
attachments = []
if self.cleaned_data['attachment']:
import mimetypes
attachment = self.cleaned_data['attachment']
filename = attachment.name.replace(' ', '_')
att = Attachment(
followup=followup,
filename=filename,
mime_type=mimetypes.guess_type(filename)[0]
or 'application/octet-stream',
size=attachment.size,
)
att.file.save(attachment.name, attachment, save=False)
att.save()
if attachment.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.
try:
attachments.append([att.filename, att.file])
except NotImplementedError:
pass
return attachments
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 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 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):
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 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 followup_edit(request):
id = request.POST.get("id")
item = None
if request.method == 'POST':
if id:
model = FollowUp.objects.get(id=id)
form = FollowUpForm(request.POST, instance=model)
if not (request.user.account.has_perm('helpdesk.change_followup')):
messages.error(
request,
_(u'У вас нет прав на редактирование комментариев к заявке'
),
extra_tags='alert-danger')
return HttpResponseRedirect(request.path)
else:
form = FollowUpForm(request.POST, request.FILES)
if not (request.user.account.has_perm('helpdesk.add_followup')):
messages.error(
request,
_(u'У вас нет прав на добавление комментариев к заявке'),
extra_tags='alert-danger')
return HttpResponseRedirect(request.path)
if form.is_valid():
model = form.save(commit=False)
model.save()
followup_type = form.cleaned_data.get('followup_type')
if followup_type == 'comment':
if not id:
model.title = _(u'Добавлен комментарий от %(USER)s ') % {
'USER': request.user.account
}
elif followup_type == 'files':
if not id:
model.title = _(u'Добавлен файл от %(USER)s ') % {
'USER': request.user.account
}
files = []
if request.FILES:
import mimetypes, os
for file in request.FILES.getlist('file'):
filename = file.name.replace(' ', '_')
a = Attachment(
followup=model,
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)
elif followup_type == 'new_status':
model.title = _(u'Статус заявки изменён %(USER)s ') % {
'USER': request.user.account
}
if model.new_status != model.ticket:
model.ticket.status = model.new_status
if model.new_status in [3, 4]:
model.ticket.resolution = model.comment
model.ticket.save()
log('EDIT', request.user, model.ticket)
model.systemuser = request.user.account
model.save()
from django.template import loader, Context
log('EDIT', request.user, model) if id else log(
'CREATE', request.user, model)
messages.success(request,
_(u'Комментарий успешно сохранён.'),
extra_tags='alert-success')
return {'form': form, 'status': True}
else:
messages.error(request,
_(u'При сохранении комментария возникли ошибки.'),
extra_tags='alert-danger')
if form._errors:
for k, v in form._errors.items():
messages.error(request,
'%s=>%s' % (k, ','.join(v)),
extra_tags='alert-danger')
return {'form': form, 'status': False}
else:
id = request.GET.get("id")
ticket_id = request.GET.get("ticket_id")
followup_type = request.GET.get("followup_type") or 'comment'
new_status = request.GET.get("new_status")
if not (request.user.account.has_perm('helpdesk.add_followup')):
messages.error(request,
_(u'У вас нет прав на создание комментариев.'),
extra_tags='alert-danger')
return {}
if id:
item = FollowUp.objects.get(id=id)
form = FollowUpForm(instance=item)
else:
if new_status:
form = FollowUpForm(
initial={
'ticket': Ticket.objects.get(id=ticket_id),
'followup_type': followup_type,
'new_status': 2
})
else:
form = FollowUpForm(
initial={
'ticket': Ticket.objects.get(id=ticket_id),
'followup_type': followup_type
})
return {'form': form, 'status': False}
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 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 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 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 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
