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()
def ticket_view(request, ticket_id, response_format='html'):
"Ticket view"
context = _get_default_context(request)
agent = context['agent']
profile = request.user.profile
ticket = get_object_or_404(Ticket, pk=ticket_id)
if not profile.has_permission(ticket):
return user_denied(request,
message="You don't have access to this Ticket")
if ticket.message:
ticket.message.read_by.add(profile)
if profile.has_permission(ticket, mode='x'):
if request.POST:
record = TicketRecord(sender=profile.get_contact())
record.record_type = 'manual'
if ticket.message:
record.message = ticket.message
form = TicketRecordForm(agent,
ticket,
request.POST,
instance=record)
if form.is_valid():
record = form.save()
record.save()
record.set_user_from_request(request)
record.about.add(ticket)
ticket.set_last_updated()
return HttpResponseRedirect(
reverse('services_ticket_view', args=[ticket.id]))
else:
form = TicketRecordForm(agent, ticket)
else:
form = None
context.update({'ticket': ticket, 'record_form': form})
return render_to_response('services/ticket_view',
context,
context_instance=RequestContext(request),
response_format=response_format)
def ticket_view(request, ticket_id, response_format='html'):
"Ticket view"
context = _get_default_context(request)
agent = context['agent']
profile = request.user.profile
ticket = get_object_or_404(Ticket, pk=ticket_id)
if not profile.has_permission(ticket):
return user_denied(request, message="You don't have access to this Ticket")
if ticket.message:
ticket.message.read_by.add(profile)
if profile.has_permission(ticket, mode='x'):
if request.POST:
record = TicketRecord(sender=profile.get_contact())
record.record_type = 'manual'
if ticket.message:
record.message = ticket.message
form = TicketRecordForm(
agent, ticket, request.POST, instance=record)
if form.is_valid():
record = form.save()
record.save()
record.set_user_from_request(request)
record.about.add(ticket)
ticket.set_last_updated()
return HttpResponseRedirect(reverse('services_ticket_view', args=[ticket.id]))
else:
form = TicketRecordForm(agent, ticket)
else:
form = None
context.update({'ticket': ticket, 'record_form': form})
return render_to_response('services/ticket_view', context,
context_instance=RequestContext(request), response_format=response_format)
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()