Newer
Older
__copyright__ = "Copyright © Stichting SciPost (SciPost Foundation)"
__license__ = "AGPL v3"
from django.contrib.contenttypes.fields import GenericForeignKey
from django.contrib.contenttypes.models import ContentType
from django.db import models
from django.utils import timezone
TICKET_PRIORITIES, TICKET_PRIORITY_URGENT, TICKET_PRIORITY_HIGH, TICKET_PRIORITY_MEDIUM,
TICKET_STATUSES, TICKET_STATUS_UNASSIGNED, TICKET_STATUS_ASSIGNED,
TICKET_STATUS_PICKEDUP, TICKET_STATUS_PASSED_ON,
TICKET_STATUS_AWAITING_RESPONSE_ASSIGNEE, TICKET_STATUS_AWAITING_RESPONSE_USER,
TICKET_STATUS_RESOLVED, TICKET_STATUS_CLOSED,
TICKET_FOLLOWUP_ACTION_TYPES)
from .managers import QueueQuerySet, TicketQuerySet
class Queue(models.Model):
"""
A Queue is essentially a container for a category of Tickets.
Each Ticket falls under one specific Queue.
A Queue is managed by a specific Group.
"""
name = models.CharField(max_length=64)
slug = models.SlugField(allow_unicode=True, unique=True)
description = models.TextField()
managing_group = models.ForeignKey('auth.Group', on_delete=models.CASCADE,
related_name='managed_queues')
response_groups = models.ManyToManyField('auth.Group')
parent_queue = models.ForeignKey('helpdesk.Queue', on_delete=models.CASCADE,
blank=True, null=True, related_name='sub_queues')
objects = QueueQuerySet.as_manager()
class Meta:
ordering = ['name',]
permissions = [
('can_view_queue', 'Can view Queue'),
]
def __str__(self):
return self.name
def get_absolute_url(self):
return reverse('helpdesk:queue_detail', kwargs={'slug': self.slug})
@property
def nr_unassigned(self):
return self.tickets.unassigned().count()
@property
def nr_assigned(self):
return self.tickets.assigned().count()
@property
def nr_resolved(self):
return self.tickets.resolved().count()
@property
def nr_closed(self):
return self.tickets.closed().count()
@property
def nr_awaiting_handling(self):
return self.tickets.awaiting_handling().count()
@property
def nr_in_handling(self):
return self.tickets.in_handling().count()
@property
def nr_handled(self):
return self.tickets.handled().count()
class Ticket(models.Model):
"""
User-created ticket, representing a query or request for assistance.
Each ticket lives in a Queue.
"""
queue = models.ForeignKey('helpdesk.Queue', on_delete=models.CASCADE,
related_name='tickets')
title = models.CharField(max_length=64, default='')
description = models.TextField(
help_text=(
'You can use ReStructuredText, see a '
'<a href="https://devguide.python.org/documenting/#restructuredtext-primer" '
'target="_blank">primer on python.org</a>')
)
publicly_visible = models.BooleanField(
default=False,
help_text=('Do you agree with this Ticket being made publicly visible '
'(and appearing in our public Knowledge Base)?'))
defined_on = models.DateTimeField(default=timezone.now)
defined_by = models.ForeignKey('auth.User', on_delete=models.CASCADE)
priority = models.CharField(max_length=32, choices=TICKET_PRIORITIES)
deadline = models.DateField(blank=True, null=True)
status = models.CharField(max_length=32, choices=TICKET_STATUSES)
assigned_to = models.ForeignKey('auth.User', on_delete=models.SET_NULL,
blank=True, null=True, related_name='assigned_tickets')
concerning_object_type = models.ForeignKey(ContentType, on_delete=models.CASCADE,
blank=True, null=True)
concerning_object_id = models.PositiveIntegerField(blank=True, null=True)
concerning_object = GenericForeignKey('concerning_object_type', 'concerning_object_id')
objects = TicketQuerySet.as_manager()
class Meta:
ordering = ['queue', 'priority']
permissions = [
('can_view_ticket', 'Can view Ticket'),
]
return '%s-%s: %s' % (self.queue.slug, self.pk, self.title)
def get_absolute_url(self):
return reverse('helpdesk:ticket_detail', kwargs={'pk': self.id})
@property
def latest_followup(self):
return self.followups.order_by('timestamp').last()
@property
def latest_activity(self):
try:
return self.latest_followup().timestamp
except TypeError:
return self.defined_on
@property
def unassigned(self):
return self.status == TICKET_STATUS_UNASSIGNED
@property
def awaiting_handling(self):
return self.status in [TICKET_STATUS_ASSIGNED, TICKET_STATUS_PASSED_ON]
@property
def in_handling(self):
return self.status in [TICKET_STATUS_PICKEDUP,
TICKET_STATUS_AWAITING_RESPONSE_ASSIGNEE,
TICKET_STATUS_AWAITING_RESPONSE_USER]
@property
def handled(self):
return self.status in [TICKET_STATUS_RESOLVED, TICKET_STATUS_CLOSED]
@property
def open(self):
"""Return True if the Ticket hasn't been resolved or closed."""
return self.status not in [TICKET_STATUS_RESOLVED, TICKET_STATUS_CLOSED]
@property
def priority_icons(self):
if self.priority == TICKET_PRIORITY_URGENT:
return ('<i class="fa fa-lg fa-thermometer-full"></i> '
'<i class="fa fa-exclamation"></i><i class="fa fa-exclamation"></i>'
'<i class="fa fa-exclamation"></i>')
elif self.priority == TICKET_PRIORITY_HIGH:
return ('<i class="fa fa-lg fa-thermometer-three-quarters"></i> '
'<i class="fa fa-exclamation"></i><i class="fa fa-exclamation"></i>')
elif self.priority == TICKET_PRIORITY_MEDIUM:
return ('<i class="fa fa-lg fa-thermometer-half"></i> '
'<i class="fa fa-exclamation"></i>')
else:
return '<i class="fa fa-lg fa-thermometer-quarter"></i>'
@property
def status_classes(self):
if self.status == TICKET_STATUS_UNASSIGNED:
return {'class': 'danger', 'text': 'white'}
if self.status == TICKET_STATUS_ASSIGNED:
return {'class': 'warning', 'text': 'dark'}
if self.status == TICKET_STATUS_RESOLVED:
return {'class': 'primary', 'text': 'white'}
return {'class': 'secondary', 'text': 'dark'}
@property
def progress_level(self):
"""For fa box checking: 0 if unassigned, 1 if assigned, 2 if in handling, 3 if handled."""
if self.unassigned:
return {'1': '', '2': '', '3': ''}
elif self.awaiting_handling:
return {'1': '-check', '2': '', '3': ''}
elif self.in_handling:
return {'1': '-check', '2': '-check', '3': ''}
elif self.handled:
return {'1': '-check', '2': '-check', '3': '-check'}
class Followup(models.Model):
"""
Response concerning a Ticket, from either the user or handler.
"""
ticket = models.ForeignKey('helpdesk.Ticket', on_delete=models.CASCADE,
related_name='followups')
text = models.TextField(blank=True, null=True)
by = models.ForeignKey('auth.User', on_delete=models.CASCADE,
related_name='ticket_followups')
timestamp = models.DateTimeField()
action = models.CharField(max_length=32, choices=TICKET_FOLLOWUP_ACTION_TYPES)
class Meta:
ordering = ['timestamp']
def __str__(self):
return '%s, by %s on %s: %s' % (self.ticket, self.by, self.timestamp,
self.get_action_display())
def get_absolute_url(self):
return '%s#%s' % (reverse('helpdesk:ticket_detail', kwargs={'pk': self.ticket.id}), self.id)