def _create_ticket(self):
queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
ticket = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=queue,
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
)
return ticket, queue
def ticketSubmit(request):
if not isDropbears(request.user):
return render(request, 'error.html', {
'title': '403 - Forbidden',
'description': 'You are not a member.'
})
c = {}
if request.method == "POST":
error = False
new = Ticket()
anonymous = request.POST.get("anonymous") == "on"
new.author = None if anonymous else request.user.userprofile
new.title = request.POST.get('title', '')
new.text = request.POST.get('text', '')
new.category = int(request.POST.get('category', 0))
sample = string.lowercase + string.digits
new.token = ''.join(random.sample(sample, 8))
new.save()
c["message"] = "Successfully added <a href='" + reverse(
'helpdesk:viewticket', kwargs={"token": new.token}
) + "'>Ticket #" + str(
new.id
) + " \"" + new.title + "\"</a>. If you chose to submit anonymously, save this link as it's your only way to access it."
director = Group.objects.filter(name="Director").first()
note = Notification(cssClass="info")
if anonymous:
note.content = "Someone added a new Ticket: <a href='" + reverse(
'helpdesk:viewticket',
kwargs={"token": new.token}) + "'>\"" + new.title + "\"</a>"
else:
note.content = "<a href='" + reverse(
'core:playerProfile',
kwargs={"profileName": slugify(request.user.userprofile)}
) + "'>" + unicode(
new.author) + "</a> added a new Ticket: <a href='" + reverse(
'helpdesk:viewticket', kwargs={
"token": new.token
}) + "'>\"" + new.title + "\"</a>"
note.save()
note.targetGroup.add(director)
c["error"] = error
c["users"] = Group.objects.filter(name="Director").first().user_set.all()
return render(request, "ticketsubmit.html", c)
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
def _create_ticket(self):
queue = Queue.objects.get(id=int(self.cleaned_data['queue']))
kbitem = None
if 'kbitem' in self.cleaned_data:
kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
ticket = Ticket(title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=queue,
report_type=self.cleaned_data['report_type'],
sub_report_type=self.cleaned_data['sub_report_type'],
other_type=self.cleaned_data['other_type'],
description=self.cleaned_data['body'],
priority=self.cleaned_data['priority'],
due_date=self.cleaned_data['due_date'],
kbitem=kbitem,
)
return ticket, queue
def add_store_maintenance(request): store_select = request.POST['store_select'] discover_date = request.POST['discover_date'] description = request.POST['maintain_description'] image =request.FILES['maintain_image'] # try to create or update Advertisement object import time maintain, created = Maintenance.objects.get_or_create(code=str(time.time())) if created: # create corresponding ticket queue = Queue.objects.get(slug='storejob') ticket = Ticket(title= store_select + "維修申請", submitter_email="", created=datetime.now(), status=Ticket.OPEN_STATUS, queue=queue, description=description, priority=3) ticket.save() # create maintain item itself maintain.store = Store.objects.get(name=store_select) maintain.creator = request.user maintain.description = description maintain.create_date = datetime.now() maintain.discover_date = datetime.strptime(discover_date, "%Y-%m-%d").date() maintain.picture = image maintain.ticket = ticket maintain.save() # make notification notify_new_maintenance() # log to system log = OperatingLog(date=maintain.create_date, operator=request.user, on_module='maintenance_mgmt', description='新增了一筆'+store_select+'維修申請') log.save() return redirect(store_maintenance_mgmt)
def _create_ticket(self):
queue = self._get_queue()
kbitem = None
if 'kbitem' in self.cleaned_data:
kbitem = KBItem.objects.get(id=int(self.cleaned_data['kbitem']))
ticket = Ticket(
title=self.cleaned_data['title'],
submitter_email=self.cleaned_data['submitter_email'],
created=timezone.now(),
status=Ticket.OPEN_STATUS,
queue=queue,
description=self.cleaned_data['body'],
priority=self.cleaned_data.get(
'priority',
getattr(settings, "HELPDESK_PUBLIC_TICKET_PRIORITY", "3")),
due_date=self.cleaned_data.get(
'due_date',
getattr(settings, "HELPDESK_PUBLIC_TICKET_DUE_DATE", None))
or None,
kbitem=kbitem,
)
return ticket, queue
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 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, 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
