from django.db import models from django.conf import settings from django.utils.translation import ugettext_lazy as _ from django.urls import reverse from django.template.loader import get_template from django.core.mail import send_mail ROOT_URL = settings.ROOT_URL SITE_NAME = settings.TICKETS_SITE_NAME CATEGORY_CHOICES = ( ('support', _("Support")), ('security', _("Security")), ('billing', _("Account / Billing")), ) if hasattr(settings, 'TICKETS_CATEGORIES'): CATEGORY_CHOICES = settings.TICKETS_CATEGORIES def notify(subject, template, recipient_list, params): ctx = dict(site_name=SITE_NAME, **params) text = get_template(template).render(ctx) for a in recipient_list: send_mail(subject, text, settings.DEFAULT_FROM_EMAIL, [a], fail_silently=True) class Ticket(models.Model): class Meta: ordering = ('-created',) permissions = ( ('view_any_ticket', _("Can view any ticket")), ('reply_any_ticket', _("Can reply to any ticket")), ('view_private_message', _("Can view private messages on tickets")), ('post_private_message', _("Can post private messages on tickets")), ) user = models.ForeignKey(settings.AUTH_USER_MODEL, blank=True, null=True, on_delete=models.SET_NULL) category = models.CharField(max_length=16, choices=CATEGORY_CHOICES) subject = models.CharField(max_length=100) created = models.DateTimeField(auto_now_add=True) is_open = models.BooleanField(default=True) closed = models.DateTimeField(blank=True, null=True) @property def status_text(self): if self.closed: return _("Closed") last_msg = self.message_set.last() if last_msg and last_msg.user == self.user: return _("Waiting for staff") else: return _("Open") def get_contacts(self): contacts = TicketNotifyAddress.objects.filter(category=self.category) return [c.address for c in contacts] def notify_new(self, first_message): url = ROOT_URL + reverse('tickets:view', args=(self.id,)) subject = _("Ticket:") + " " + self.subject ctx = dict(ticket=self, message=first_message, url=url) notify(subject, 'tickets/mail_support_new.txt', self.get_contacts(), ctx) def notify_reply(self, message): url = ROOT_URL + reverse('tickets:view', args=(self.id,)) subject = _("Ticket:") + " " + self.subject ctx = dict(ticket=self, message=message, url=url) if message.user == self.user: notify(subject, 'tickets/mail_support_reply.txt', self.get_contacts(), ctx) if self.user and self.user.email: if message.staff_only and not self.user.has_perm('tickets.view_private_message'): return notify(subject, 'tickets/mail_user_reply.txt', [self.user.email], ctx) def __str__(self): return self.subject def get_absolute_url(self): return reverse('tickets:view', args=(self.id,)) class TicketNotifyAddress(models.Model): category = models.CharField(max_length=16, choices=CATEGORY_CHOICES) address = models.EmailField() class TicketMessage(models.Model): ticket = models.ForeignKey(Ticket, related_name='message_set', on_delete=models.CASCADE) user = models.ForeignKey(settings.AUTH_USER_MODEL, blank=True, null=True, on_delete=models.SET_NULL) remote_addr = models.GenericIPAddressField(blank=True, null=True) created = models.DateTimeField(auto_now_add=True) message = models.TextField() staff_only = models.BooleanField(default=False) class Meta: ordering = ('created',)