import copy
import logging
from datetime import timedelta
import pytz
from django.contrib import messages
from django.contrib.auth.decorators import login_required
from django.http import JsonResponse, HttpResponse
from django.shortcuts import render, redirect, get_object_or_404
from django.template.loader import render_to_string
from django.urls import reverse
from django.utils import timezone
from django.utils.html import escape
from django.utils.safestring import mark_safe
from django.views.decorators.http import require_http_methods
from accounts.models import User
from cobalt.settings import (
COBALT_HOSTNAME,
RBAC_HELPDESK_GROUP,
TIME_ZONE,
ABF_USER,
GLOBAL_TITLE,
)
from notifications.views.core import (
send_cobalt_email_with_template,
send_cobalt_email_preformatted,
)
from rbac.core import (
rbac_get_users_with_role,
rbac_add_user_to_group,
rbac_get_group_by_name,
rbac_remove_user_from_group,
)
from rbac.decorators import rbac_check_role
from support.forms import (
IncidentForm,
AttachmentForm,
IncidentLineItemForm,
NotifyUserByTypeForm,
)
from support.models import Incident, IncidentLineItem, Attachment, NotifyUserByType
TZ = pytz.timezone(TIME_ZONE)
logger = logging.getLogger("cobalt")
def _get_user_details_from_ticket(ticket):
"""internal function to get basic user information from the ticket"""
if ticket.reported_by_user: # registered
first_name = ticket.reported_by_user.first_name
email = ticket.reported_by_user.email
full_name = ticket.reported_by_user.full_name
else: # not registered
first_name = ticket.reported_by_name.split(" ")[0]
email = ticket.reported_by_email
full_name = ticket.reported_by_name
return first_name, email, full_name
def _email_table(ticket, full_name):
"""format the details of the ticket for use in emails"""
owner = ticket.assigned_to.full_name if ticket.assigned_to else "Unassigned"
created_date_local = ticket.created_date.astimezone(TZ)
return f"""<br><br><table class="receipt" border="1" cellpadding="0" cellspacing="0">
<tr>
<td style='text-align: left'><b>Ticket #{ticket.id}</b>
<td style='text-align: left'>{ticket.title}
</tr>
<tr>
<td style='text-align: left'><b>Member</b>
<td style='text-align: left'>{full_name}
</tr>
<tr>
<td style='text-align: left'><b>Status</b>
<td style='text-align: left'>{ticket.status}
</tr>
<tr>
<td style='text-align: left'><b>Type</b>
<td style='text-align: left'>{ticket.incident_type}
</tr>
<tr>
<td style='text-align: left'><b>Created Date</b>
<td style='text-align: left'>{created_date_local:%Y-%m-%d %H:%M}
</tr>
<tr>
<td style='text-align: left'><b>Assigned To</b>
<td style='text-align: left'>{owner}
</tr>
<tr>
<td style='text-align: left' colspan="2">{ticket.description}
</tr>
</table><br><br>
"""
def _notify_user_common(ticket, subject, email_ticket_msg, email_ticket_footer=""):
"""Common parts of notifying a user"""
first_name, email, full_name = _get_user_details_from_ticket(ticket)
email_table = _email_table(ticket, full_name)
email_body = f"""{email_ticket_msg}{email_table}{email_ticket_footer}"""
link = reverse("support:helpdesk_user_edit", kwargs={"ticket_id": ticket.id})
additional_words = mark_safe(
f"<br><i><span style='color: #778899;'>{GLOBAL_TITLE} support hours are 9-5 Monday to Friday (excluding public holidays).</i></span>"
)
context = {
"box_colour": "#ffc107",
"name": first_name,
"title": subject,
"host": COBALT_HOSTNAME,
"link_text": "Open Ticket",
"link": link,
"email_body": email_body,
"additional_words": additional_words,
}
send_cobalt_email_with_template(to_address=email, context=context)
def _notify_user_new_ticket_by_staff(staff_name, ticket):
"""Notify a user when a new ticket is raised by staff"""
subject = f"Support Ticket Raised #{ticket.id}"
email_ticket_msg = f"{staff_name} has created a support ticket for you."
email_ticket_footer = (
"You will be notified via email when the status of this ticket changes.<br><br>"
)
_notify_user_common(ticket, subject, email_ticket_msg, email_ticket_footer)
def _notify_user_updated_ticket(request, ticket, comment):
"""Notify a user when a ticket is updated"""
subject = f"Support Ticket Updated #{ticket.id}"
email_ticket_msg = f"{request.user.full_name} has updated a support ticket for you."
email_ticket_footer = f"""<h2>Last Comment</h2>{comment}<br><br>
You will be notified via email when the status of this ticket changes.<br><br>"""
_notify_user_common(ticket, subject, email_ticket_msg, email_ticket_footer)
def _notify_user_reopened_ticket(request, ticket):
"""Notify a user when a ticket is reopened"""
subject = f"Support Ticket Re-opened #{ticket.id}"
email_ticket_msg = (
f"{request.user.full_name} has re-opened a support ticket for you."
)
email_ticket_footer = "<br><br>You will be notified via email when the status of this ticket changes.<br><br>"
_notify_user_common(ticket, subject, email_ticket_msg, email_ticket_footer)
def _notify_user_resolved_ticket(request, ticket, text):
"""Notify a user when a ticket is resolved"""
last_part = f"<h2>Last Comment</h2>{text}"
subject = "Support Ticket Closed"
email_ticket_msg = f"{request.user.full_name} has closed a support ticket for you."
email_ticket_footer = f"""<table class="receipt" border="1" cellpadding="0" cellspacing="0">
<tr>
<td style='text-align: left'><b>Latest Update</b>
<td style='text-align: left'>{last_part}
</tr>
</table>
<br><br>
Please contact us again if you are still having issues.
<br><br>"""
_notify_user_common(ticket, subject, email_ticket_msg, email_ticket_footer)
def _notify_group_common(ticket, subject, email_ticket_msg, exclude=None):
"""Common shared code for notifying the group"""
first_name, email, full_name = _get_user_details_from_ticket(ticket)
email_table = _email_table(ticket, full_name)
email_body = f"""{email_ticket_msg}{email_table}"""
link = reverse("support:helpdesk_edit", kwargs={"ticket_id": ticket.id})
# See who to send this to
recipients = NotifyUserByType.objects.filter(
incident_type__in=["All", ticket.incident_type]
)
for recipient in recipients:
if recipient.staff == exclude:
continue
html_msg = render_to_string(
"notifications/email_with_button.html",
{
"name": recipient.staff.first_name,
"title": subject,
"host": COBALT_HOSTNAME,
"link_text": "Open Ticket",
"link": link,
"email_body": email_body,
},
)
send_cobalt_email_preformatted(
to_address=recipient.staff.email, subject=subject, msg=html_msg
)
[docs]
def notify_group_new_ticket(request, ticket):
"""Notify staff when a new ticket is raised"""
first_name, email, full_name = _get_user_details_from_ticket(ticket)
subject = f"Support Ticket Raised - Unassigned #{ticket.id}"
email_ticket_msg = f"{full_name} has created a support ticket."
_notify_group_common(ticket, subject, email_ticket_msg)
[docs]
def notify_group_new_ticket_by_staff(staff_name, ticket, exclude=None):
"""Notify staff when a new ticket is raised by a staff member. Don't notify the person who raised it"""
first_name, email, full_name = _get_user_details_from_ticket(ticket)
subject = f"Support Ticket Raised - Unassigned #{ticket.id}"
email_ticket_msg = f"{staff_name} has created a support ticket for {full_name}. This ticket is unassigned."
_notify_group_common(ticket, subject, email_ticket_msg, exclude=exclude)
def _notify_group_update_to_unassigned_ticket(request, ticket, reply):
"""Notify staff when a user updates an unassigned ticket"""
subject = f"Unassigned ticket updated by user #{ticket.id}"
email_ticket_msg = (
f"{request.user.full_name} has updated an unassigned support ticket:<br>{reply}"
)
_notify_group_common(ticket, subject, email_ticket_msg)
def _notify_group_user_closed_unassigned_ticket(request, ticket, reply):
"""Notify staff when a user closes an unassigned ticket"""
subject = f"Unassigned ticket closed by user #{ticket.id}"
email_ticket_msg = (
f"{request.user.full_name} has closed an unassigned support ticket:<br>{reply}"
)
_notify_group_common(ticket, subject, email_ticket_msg)
def _notify_group_unassigned_ticket(request, ticket):
"""Notify staff when a ticket is unassigned (previously assigned)"""
subject = f"Support Ticket Unassigned #{ticket.id}"
email_ticket_msg = f"{request.user.full_name} has unassigned a support ticket."
_notify_group_common(ticket, subject, email_ticket_msg)
def _notify_staff_common(
ticket, subject, email_ticket_msg, email_ticket_footer="", first_name_override=None
):
"""common parts for notifying staff"""
first_name, email, full_name = _get_user_details_from_ticket(ticket)
staff_first_name = first_name_override or ticket.assigned_to.first_name
email_table = _email_table(ticket, full_name)
email_body = f"""{email_ticket_msg}{email_table}{email_ticket_footer}"""
link = reverse("support:helpdesk_edit", kwargs={"ticket_id": ticket.id})
context = {
"box_colour": "#dc3545",
"name": staff_first_name,
"title": subject,
"host": COBALT_HOSTNAME,
"link_text": "Open Ticket",
"link": link,
"email_body": email_body,
}
send_cobalt_email_with_template(
to_address=ticket.assigned_to.email, context=context
)
def _notify_staff_assigned_to_ticket(staff_name, ticket):
"""Notify a staff member when a ticket is assigned to them"""
subject = f"Support Ticket Assigned to You - #{ticket.id}"
email_ticket_msg = f"{staff_name} has assigned a support ticket to you."
_notify_staff_common(ticket, subject, email_ticket_msg)
def _notify_staff_user_update_to_ticket(request, ticket, reply):
"""Notify a staff member when a ticket is updated by the user"""
subject = f"Support Ticket Updated by User - #{ticket.id}"
email_ticket_msg = (
f"{request.user.full_name} has updated a support ticket assigned to you."
)
email_ticket_footer = f"{reply}"
_notify_staff_common(ticket, subject, email_ticket_msg, email_ticket_footer)
def _notify_staff_user_closed_ticket(request, ticket, reply):
"""Notify a staff member when a ticket is closed by the user"""
subject = f"Support Ticket Closed by User - #{ticket.id}"
email_ticket_msg = (
f"{request.user.full_name} has closed a support ticket assigned to you."
)
email_ticket_footer = f"{reply}"
_notify_staff_common(ticket, subject, email_ticket_msg, email_ticket_footer)
[docs]
def notify_staff_mention(request, ticket, reply, first_name):
"""Notify a staff member when a comment has mentioned them"""
subject = f"You Were Mentioned in an Update to a Support Ticket - #{ticket.id}"
email_ticket_msg = f"{request.user.full_name} mentioned you in this ticket."
email_ticket_footer = reply
_notify_staff_common(
ticket,
subject,
email_ticket_msg,
email_ticket_footer,
first_name_override=first_name,
)
@rbac_check_role("support.helpdesk.edit")
def create_ticket(request):
"""View to create a new ticket"""
form = IncidentForm(request.POST or None)
if form.is_valid():
ticket = form.save()
# Notify the user
_notify_user_new_ticket_by_staff(request.user.full_name, ticket)
# if unassigned, notify everyone
if ticket.status == "Unassigned":
notify_group_new_ticket_by_staff(
request.user.full_name, ticket, exclude=request.user
)
else:
IncidentLineItem(
incident=ticket,
description=f"{request.user.full_name} assigned ticket to {ticket.assigned_to.full_name}",
).save()
# If assigned to someone else, notify them
if ticket.assigned_to != request.user:
_notify_staff_assigned_to_ticket(request.user.full_name, ticket)
messages.success(
request,
"Ticket successfully added.",
extra_tags="cobalt-message-success",
)
return redirect("support:helpdesk_edit", ticket_id=ticket.pk)
return render(request, "support/helpdesk/create_ticket.html", {"form": form})
@rbac_check_role("support.helpdesk.edit")
def helpdesk_menu(request):
"""Main Dashboard for the helpdesk"""
tickets = Incident.objects.exclude(status="Closed")
open_tickets = tickets.count()
unassigned_tickets = tickets.filter(assigned_to=None)
assigned_to_you = tickets.filter(assigned_to=request.user)
assigned_to_others = tickets.exclude(assigned_to=request.user).exclude(
assigned_to=None
)
return render(
request,
"support/helpdesk/helpdesk_menu.html",
{
"open_tickets": open_tickets,
"unassigned_tickets": unassigned_tickets,
"assigned_to_you": assigned_to_you,
"assigned_to_others": assigned_to_others,
},
)
@rbac_check_role("support.helpdesk.edit")
def helpdesk_list(request):
"""list tickets and search"""
form_severity = request.GET.get("severity")
form_days = request.GET.get("days")
form_user = request.GET.get("user")
form_assigned_to = request.GET.get("assigned_to")
form_status = request.GET.get("status")
form_incident_type = request.GET.get("incident_type")
days = int(form_days) if form_days else 7
if days == -1: # no filter
tickets = Incident.objects.all().order_by("-created_date")
else:
ref_date = timezone.now() - timedelta(days=days)
tickets = Incident.objects.filter(created_date__gte=ref_date).order_by(
"-created_date"
)
if form_severity not in ["All", None]:
tickets = tickets.filter(severity=form_severity)
if form_status not in ["All", None]:
tickets = tickets.filter(status=form_status)
if form_user not in ["All", None]:
form_user = int(form_user)
tickets = tickets.filter(reported_by_user__pk=form_user)
if form_incident_type not in ["All", None]:
tickets = tickets.filter(incident_type=form_incident_type)
if form_assigned_to not in ["All", None]:
form_assigned_to = int(form_assigned_to)
tickets = tickets.filter(assigned_to__pk=form_assigned_to)
# lists should be based upon other filters
incident_types = tickets.values("incident_type").distinct().order_by()
severities = tickets.values("severity").distinct().order_by()
statuses = tickets.values("status").distinct().order_by()
# Should be able to do this with querysets but it seems to always return ids not User objects
unique_users = []
assigned_tos = []
for ticket in tickets:
this_user = ticket.reported_by_user
if this_user not in unique_users and this_user:
unique_users.append(this_user)
this_staff = ticket.assigned_to
if this_staff not in assigned_tos and this_staff:
assigned_tos.append(this_staff)
# sort lists alphabetically
unique_users.sort(key=lambda x: x.first_name)
assigned_tos.sort(key=lambda x: x.first_name)
return render(
request,
"support/helpdesk/list_tickets.html",
{
"things": tickets,
"severities": severities,
"statuses": statuses,
"users": unique_users,
"form_days": form_days,
"form_severity": form_severity,
"form_user": form_user,
"form_assigned_to": form_assigned_to,
"form_status": form_status,
"form_incident_type": form_incident_type,
"assigned_tos": assigned_tos,
"incident_types": incident_types,
},
)
@rbac_check_role("support.helpdesk.edit")
def edit_ticket(request, ticket_id):
"""View to edit a ticket"""
ticket = get_object_or_404(Incident, pk=ticket_id)
# We need the original status later - use copy to copy the data and unlink
original_status = copy.copy(ticket.status)
if request.method == "POST":
form = IncidentForm(request.POST, instance=ticket)
if form.is_valid():
# check for delete flag
delete = request.POST.get("delete")
if delete:
# client side validation says delete it
ticket.delete()
messages.success(
request,
"Ticket deleted. Your mistakes have been hidden and nobody knows.",
extra_tags="cobalt-message-success",
)
return redirect("support:helpdesk_menu")
# handle changes
ticket = form.save()
messages.success(
request,
"Ticket successfully updated.",
extra_tags="cobalt-message-success",
)
# Can close by using the resolve button or by changing the status
if "status" in form.changed_data and ticket.status == "Closed":
_notify_user_resolved_ticket(request, ticket, "")
# Check for ticket being re-opened
if (
"status" in form.changed_data
and ticket.status != "Closed"
and original_status == "Closed"
):
_notify_user_reopened_ticket(request, ticket)
IncidentLineItem(
incident=ticket,
description=f"{request.user.full_name} re-opened ticket",
).save()
# Check for assignment
if "assigned_to" in form.changed_data:
if (
not ticket.assigned_to
): # It has been unassigned. Notify staff but not user.
_notify_group_unassigned_ticket(request, ticket)
IncidentLineItem(
incident=ticket,
description=f"{request.user.full_name} unassigned ticket",
).save()
else: # assigned to someone
if ticket.assigned_to != request.user: # Let them know
_notify_staff_assigned_to_ticket(request.user.full_name, ticket)
_notify_user_updated_ticket(
request,
ticket,
f"{ticket.assigned_to.full_name} has been assigned your ticket.",
)
IncidentLineItem(
incident=ticket,
description=f"{request.user.full_name} assigned ticket to {ticket.assigned_to.full_name}",
).save()
else:
print(form.errors)
form = IncidentForm(instance=ticket)
comment_form = IncidentLineItemForm(auto_id="comment_%s")
# get related items
incident_line_items = IncidentLineItem.objects.filter(incident=ticket)
attachments = Attachment.objects.filter(incident=ticket).order_by("-pk")
first_name, _, _ = _get_user_details_from_ticket(ticket)
staff_list = rbac_get_users_with_role("support.helpdesk.edit")
staff = "".join(
"'%s-%s', "
% (
escape(staff_list_item.first_name),
escape(staff_list_item.last_name),
)
for staff_list_item in staff_list
)
if len(staff) > 0:
staff = staff[:-2]
staff = mark_safe(staff)
return render(
request,
"support/helpdesk/edit_ticket.html",
{
"form": form,
"comment_form": comment_form,
"user": ticket.reported_by_user,
"ticket": ticket,
"incident_line_items": incident_line_items,
"first_name": first_name,
"attachments": attachments,
"staff": staff,
},
)
@rbac_check_role("support.helpdesk.edit")
@require_http_methods(["POST"])
def add_comment(request, ticket_id):
"""Form to add a comment. Form is embedded in the edit_ticket page"""
ticket = get_object_or_404(Incident, pk=ticket_id)
form = IncidentLineItemForm(request.POST, auto_id="comment_%s")
# If this isn't assigned then assign it now
if not ticket.assigned_to:
ticket.assigned_to = request.user
ticket.status = "In Progress"
ticket.save()
# get private flag
private = request.POST.get("private")
comment_type = "Private" if private else "Default"
if form.is_valid():
text = form.cleaned_data["description"]
action = form.cleaned_data["action"]
# See if we are also closing the ticket
and_close = action in ["add-close", "add-close-silent"]
# See if we are also changing status to awaiting user feedback
and_awaiting = action == "add-awaiting"
# add comment
IncidentLineItem(
description=text,
staff=request.user,
incident=ticket,
comment_type=comment_type,
).save()
# look for mentions in the text e.g. @Betty-Bunting
staff_list = rbac_get_users_with_role("support.helpdesk.edit")
for staff in staff_list:
if f"@{staff.first_name}-{staff.last_name}" in text:
notify_staff_mention(request, ticket, text, staff.first_name)
if and_awaiting:
IncidentLineItem(
description="Changed status to Awaiting User Feedback",
staff=request.user,
incident=ticket,
).save()
ticket.status = "Pending User Feedback"
ticket.save()
if and_close:
IncidentLineItem(
description="Closed ticket", staff=request.user, incident=ticket
).save()
ticket.status = "Closed"
ticket.save()
if private:
text = ""
if action != "add-close-silent":
_notify_user_resolved_ticket(request, ticket, text)
msg = "Ticket closed and user notified."
else:
msg = "Ticket closed, user NOT notified."
messages.success(
request,
msg,
extra_tags="cobalt-message-success",
)
return redirect("support:helpdesk_menu")
else:
if private:
messages.success(
request,
"Ticket updated with private message.",
extra_tags="cobalt-message-success",
)
else:
messages.success(
request,
"Ticket updated and user notified.",
extra_tags="cobalt-message-success",
)
_notify_user_updated_ticket(request, ticket, text)
return redirect("support:helpdesk_edit", ticket_id=ticket_id)
@rbac_check_role("support.helpdesk.edit")
def helpdesk_attachments(request, ticket_id):
"""Manage attachments"""
ticket = get_object_or_404(Incident, pk=ticket_id)
if request.method == "POST":
form = AttachmentForm(request.POST, request.FILES)
if form.is_valid():
attachment = form.save()
IncidentLineItem(
incident=ticket,
staff=request.user,
description=f"Added attachment {attachment.description}",
).save()
messages.success(
request, "Attachment added", extra_tags="cobalt-message-success"
)
return redirect("support:helpdesk_edit", ticket_id=ticket_id)
else:
form = AttachmentForm()
# Get attachments
attachments = Attachment.objects.filter(incident=ticket).order_by("-pk")
return render(
request,
"support/helpdesk/attachments.html",
{"form": form, "ticket": ticket, "attachments": attachments},
)
@rbac_check_role("support.helpdesk.edit")
def helpdesk_delete_attachment_ajax(request):
"""Ajax call to delete an attachment from an incident"""
if request.method == "GET":
attachment_id = request.GET["attachment_id"]
attachment = get_object_or_404(Attachment, pk=attachment_id)
IncidentLineItem(
incident=attachment.incident,
staff=request.user,
description=f"Deleted attachment {attachment.description}",
).save()
attachment.delete()
response_data = {"message": "Success"}
return JsonResponse({"data": response_data})
[docs]
@login_required()
def user_edit_ticket(request, ticket_id):
"""Page for a user to see their ticket"""
ticket = get_object_or_404(Incident, pk=ticket_id)
# check access
if ticket.reported_by_user != request.user:
return HttpResponse("Access denied.")
if request.method == "POST":
reply = request.POST.get(
"reply", ""
) # let them post a blank reply if they like
# update to ticket by user
if "reply_button" in request.POST:
IncidentLineItem(
incident=ticket, description=reply, staff=request.user
).save()
if ticket.status == "Unassigned":
_notify_group_update_to_unassigned_ticket(request, ticket, reply)
else:
_notify_staff_user_update_to_ticket(request, ticket, reply)
messages.success(
request,
"Ticket successfully updated and notifications sent.",
extra_tags="cobalt-message-success",
)
# Close button - No name comes through as the JS to confirm loses it
else:
reply = f"{request.user.full_name} closed this ticket\n\n{reply}"
IncidentLineItem(
incident=ticket, description=reply, staff=request.user
).save()
if ticket.status == "Unassigned":
_notify_group_user_closed_unassigned_ticket(request, ticket, reply)
else:
_notify_staff_user_closed_ticket(request, ticket, reply)
ticket.status = "Closed"
ticket.save()
messages.success(
request,
"Ticket successfully closed and notifications sent.",
extra_tags="cobalt-message-success",
)
# get related items
incident_line_items = IncidentLineItem.objects.filter(incident=ticket).exclude(
comment_type="Private"
)
return render(
request,
"support/helpdesk/user_edit_ticket.html",
{
"ticket": ticket,
"incident_line_items": incident_line_items,
},
)
[docs]
def get_tickets(user):
"""get open tickets - called by the context_processors in cobalt"""
return Incident.objects.filter(reported_by_user=user).exists()
[docs]
@login_required()
def user_list_tickets(request):
"""Allow a user to view their tickets"""
open_tickets = (
Incident.objects.exclude(status="Closed")
.filter(reported_by_user=request.user)
.order_by("-created_date")
)
closed_tickets = (
Incident.objects.filter(status="Closed")
.filter(reported_by_user=request.user)
.order_by("-created_date")
)
return render(
request,
"support/helpdesk/user_list_tickets.html",
{
"open_tickets": open_tickets,
"closed_tickets": closed_tickets,
},
)
@rbac_check_role("support.helpdesk.edit")
def helpdesk_admin(request, notify_form=None):
"""Basic User admin for the helpdesk module. helpdesk_admin_add_notify calls us with the form if it has an error
otherwise the errors aren't returned to the user"""
notify_user_by_types = NotifyUserByType.objects.all()
staff = rbac_get_users_with_role("support.helpdesk.edit")
if not notify_form:
notify_form = NotifyUserByTypeForm()
return render(
request,
"support/helpdesk/helpdesk_admin.html",
{
"notify_user_by_types": notify_user_by_types,
"staff": staff,
"notify_form": notify_form,
},
)
@rbac_check_role("support.helpdesk.edit")
def helpdesk_admin_add_notify(request):
"""add a user and notify type to table"""
form = NotifyUserByTypeForm(request.POST or None)
if request.method == "POST" and form.is_valid():
form.save()
messages.success(
request,
"Notification successfully added.",
extra_tags="cobalt-message-success",
)
else:
print(form.errors)
return helpdesk_admin(request, form)
@rbac_check_role("support.helpdesk.edit")
def helpdesk_delete_notify_ajax(request):
"""Ajax call to delete a notify user record"""
if request.method == "GET":
notify_id = request.GET["notify_id"]
notify = get_object_or_404(NotifyUserByType, pk=notify_id)
notify.delete()
response_data = {"message": "Success"}
return JsonResponse({"data": response_data})
@rbac_check_role("support.helpdesk.edit")
def helpdesk_admin_add_staff(request):
"""add a helpdesk user"""
if request.method == "POST":
staff_id = request.POST.get("staff_user")
staff = get_object_or_404(User, pk=staff_id)
group = rbac_get_group_by_name(RBAC_HELPDESK_GROUP)
rbac_add_user_to_group(staff, group)
messages.success(
request,
"User successfully added.",
extra_tags="cobalt-message-success",
)
return redirect("support:helpdesk_admin")
@rbac_check_role("support.helpdesk.edit")
def helpdesk_delete_staff_ajax(request):
"""Ajax call to delete helpdesk user"""
if request.method == "GET":
if len(rbac_get_users_with_role("support.helpdesk.edit")) == 1:
response_data = {
"message": "Error. Cannot delete the last person from this group"
}
return JsonResponse({"data": response_data})
staff_id = request.GET["staff_id"]
staff = get_object_or_404(User, pk=staff_id)
group = rbac_get_group_by_name(RBAC_HELPDESK_GROUP)
rbac_remove_user_from_group(staff, group)
response_data = {"message": "Success"}
return JsonResponse({"data": response_data})
[docs]
def create_ticket_api(
title,
description=None,
reported_by_user: User = None,
status="Unassigned",
severity="Medium",
incident_type="Other",
assigned_to=None,
):
"""API for other parts of the system to raise a ticket"""
if not reported_by_user:
reported_by_user = User.objects.get(pk=ABF_USER)
ticket = Incident(
reported_by_user=reported_by_user,
title=title,
description=description,
severity=severity,
incident_type=incident_type,
assigned_to=assigned_to,
status=status,
)
ticket.save()
# IncidentLineItem(
# incident=ticket,
# description="Ticket raised by the system.",
# ).save()
# Notify the user if there is one
if reported_by_user.id != ABF_USER:
_notify_user_new_ticket_by_staff("The System", ticket)
# Notify the assignee if there is one
if assigned_to:
_notify_staff_assigned_to_ticket("The System", ticket)
# if unassigned, notify everyone
if ticket.status == "Unassigned":
notify_group_new_ticket_by_staff("The System", ticket)
[docs]
def close_old_tickets():
"""Called from cron via a management command to close any tickets over 30 days old with no activity"""
logger.info("Looking for old tickets to close")
# Get date 30 days ago
ref_date = timezone.now() - timedelta(days=30)
# Get tickets which are in progress or waiting for user feedback which haven't have any action for 30 days or more
inactive_tickets = Incident.objects.filter(
incidentlineitem__created_date__lt=ref_date
).filter(status__in=["In Progress", "Pending User Feedback"])
if not inactive_tickets:
logger.info("No tickets are old enough to close")
return
system_account = User.objects.get(pk=ABF_USER)
for inactive_ticket in inactive_tickets:
logger.info(f"Closing ticket {inactive_ticket}")
IncidentLineItem(
incident=inactive_ticket,
staff=system_account,
description="Ticket automatically closed after 30 days of inactivity",
).save()
inactive_ticket.status = "Closed"
inactive_ticket.save()
[docs]
def get_support_statistics():
"""return basic stats about support. Called by utils statistics"""
total_tickets = Incident.objects.count()
open_tickets = Incident.objects.exclude(status="Closed").count()
return {
"total_tickets": total_tickets,
"open_tickets": open_tickets,
}
