# encoding: utf-8

# Copyright 2011 Tree.io Limited

# This file is part of Treeio.

# License www.tree.io/license

"""

Services module forms

"""

from django import forms

from django.db.models import Q

from django.core.urlresolvers import reverse

from django.utils.translation import ugettext as _

from django.utils.html import strip_tags

from treeio.core.conf import settings

from treeio.identities.models import Contact

from treeio.core.decorators import preprocess_form

from treeio.core.mail import SystemEmail

from treeio.core.models import Object, ModuleSetting

from treeio.core.rendering import get_template_source

from treeio.messaging.models import Message

from treeio.messaging.emails import EmailMessage

from treeio.services.models import Ticket, TicketRecord, ServiceAgent, TicketStatus, Service

from treeio.services.models import ServiceLevelAgreement, TicketQueue

preprocess_form()

class SettingsForm(forms.Form):

""" Administration settings form """

default_ticket_status = forms.ModelChoiceField(label='Default Ticket Status', queryset=[])

default_ticket_queue = forms.ModelChoiceField(label='Default Queue', queryset=[])

send_email_to_caller = forms.ChoiceField(label="Notify Caller By E-mail", choices=((True, _('Yes')),

(False, _('No'))), required=False)

send_email_template = forms.CharField(label="E-mail Template", widget=forms.Textarea, required=False)

def __init__(self, user, *args, **kwargs):

"Sets choices and initial value"

super(SettingsForm, self).__init__(*args, **kwargs)

# Translate

self.fields['default_ticket_status'].label = _('Default Ticket Status')

self.fields['default_ticket_queue'].label = _('Default Queue')

self.fields['send_email_to_caller'].label = _("Notify Caller By E-mail")

self.fields['send_email_template'].label = _("E-mail Template")

self.fields['default_ticket_status'].queryset = Object.filter_permitted(user, TicketStatus.objects, mode='x')

self.fields['default_ticket_queue'].queryset = Object.filter_permitted(user, TicketQueue.objects, mode='x')

try:

conf = ModuleSetting.get_for_module('treeio.services', 'default_ticket_status')[0]

default_ticket_status = TicketStatus.objects.get(pk=long(conf.value))

self.fields['default_ticket_status'].initial = default_ticket_status.id

except Exception:

pass

try:

conf = ModuleSetting.get_for_module('treeio.services', 'default_ticket_queue')[0]

default_ticket_queue = TicketQueue.objects.get(pk=long(conf.value))

self.fields['default_ticket_queue'].initial = default_ticket_queue.id

except Exception:

pass

try:

conf = ModuleSetting.get_for_module('treeio.services', 'send_email_to_caller')[0]

self.fields['send_email_to_caller'].initial = conf.value

except:

self.fields['send_email_to_caller'].initial = settings.HARDTREE_SEND_EMAIL_TO_CALLER

# notification template

try:

conf = ModuleSetting.get_for_module('treeio.services', 'send_email_template')[0]

self.fields['send_email_template'].initial = conf.value

except Exception:

self.fields['send_email_template'].initial = get_template_source('services/emails/notify_caller.html')

def save(self):

"Form processor"

try:

ModuleSetting.set_for_module('default_ticket_status',

self.cleaned_data['default_ticket_status'].id,

'treeio.services')

ModuleSetting.set_for_module('default_ticket_queue',

self.cleaned_data['default_ticket_queue'].id,

'treeio.services')

ModuleSetting.set_for_module('send_email_to_caller',

self.cleaned_data['send_email_to_caller'],

'treeio.services')

ModuleSetting.set_for_module('send_email_template',

self.cleaned_data['send_email_template'],

'treeio.services')

return True

except Exception:

return False

class MassActionForm(forms.Form):

""" Mass action form for Tickets """

status = forms.ModelChoiceField(queryset=[], required=False)

service = forms.ModelChoiceField(queryset=[], required=False)

queue = forms.ModelChoiceField(queryset=[], required=False)

delete = forms.ChoiceField(label=_("Delete"), choices=(('', '-----'), ('delete', _('Delete Completely')),

('trash', _('Move to Trash'))), required=False)

instance = None

def __init__(self, user, *args, **kwargs):

"Sets allowed values"

if 'instance' in kwargs:

self.instance = kwargs['instance']

del kwargs['instance']

super(MassActionForm, self).__init__(*args, **kwargs)

self.fields['status'].queryset = Object.filter_permitted(user, TicketStatus.objects, mode='x')

self.fields['status'].label = _("Status")

self.fields['service'].queryset = Object.filter_permitted(user, Service.objects, mode='x')

self.fields['service'].label = _("Service")

self.fields['queue'].queryset = Object.filter_permitted(user, TicketQueue.objects, mode='x')

self.fields['queue'].label = _("Queue")

self.fields['delete'] = forms.ChoiceField(label=_("Delete"), choices=(('', '-----'),

('delete', _('Delete Completely')),

('trash', _('Move to Trash'))), required=False)

def save(self, *args, **kwargs):

"Process form"

if self.instance:

if self.is_valid():

if self.cleaned_data['service']:

self.instance.service = self.cleaned_data['service']

if self.cleaned_data['status']:

self.instance.status = self.cleaned_data['status']

if self.cleaned_data['queue']:

self.instance.queue = self.cleaned_data['queue']

self.instance.save()

if self.cleaned_data['delete']:

if self.cleaned_data['delete'] == 'delete':

self.instance.delete()

if self.cleaned_data['delete'] == 'trash':

self.instance.trash = True

self.instance.save()

class TicketForm(forms.ModelForm):

""" Ticket form """

name = forms.CharField(label='Title', widget=forms.TextInput(attrs={'size':'50'}))

def __init__(self, user, queue, agent, *args, **kwargs):

"Sets allowed values"

super(TicketForm, self).__init__(*args, **kwargs)

# Filter allowed selections for TicketForm

self.fields['reference'].required = False

self.fields['reference'].label = _("Reference")

self.fields['caller'].queryset = Object.filter_permitted(user, Contact.objects)

self.fields['caller'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_contact_lookup')})

self.fields['caller'].widget.attrs.update({'popuplink': reverse('identities_contact_add')})

self.fields['caller'].label = _("Caller")

self.fields['assigned'].queryset = Object.filter_permitted(user, ServiceAgent.objects, mode='x')

self.fields['assigned'].label = _("Assigned to")

self.fields['assigned'].help_text = ""

self.fields['assigned'].widget.attrs.update({'class': 'multicomplete',

'callback': reverse('services_ajax_agent_lookup')})

self.fields['assigned'].widget.attrs.update({'popuplink': reverse('services_agent_add')})

self.fields['status'].queryset = Object.filter_permitted(user, TicketStatus.objects, mode='x')

self.fields['status'].label = _("Status")

self.fields['service'].queryset = Object.filter_permitted(user, Service.objects, mode='x')

self.fields['service'].label = _("Service")

self.fields['queue'].queryset = Object.filter_permitted(user, TicketQueue.objects, mode='x')

self.fields['queue'].label = _("Queue")

self.fields['sla'].queryset = Object.filter_permitted(user, ServiceLevelAgreement.objects, mode='x')

self.fields['sla'].label = _("Service Level Agreement")

self.fields['resolution'].label = _("Resolution")

# Set default values if not editing

if not 'instance' in kwargs:

try:

self.fields['caller'].initial = user.get_contact().id

except Exception:

pass

if queue:

self.fields['queue'].initial = queue.id

if queue.default_ticket_status and queue.default_ticket_status in self.fields['status'].queryset:

self.fields['status'].initial = queue.default_ticket_status_id

else:

try:

conf = ModuleSetting.get_for_module('treeio.services', 'default_ticket_status')[0]

self.fields['status'].initial = long(conf.value)

except:

pass

if queue.default_ticket_priority:

self.fields['priority'].initial = queue.default_ticket_priority

if queue.default_service:

self.fields['service'].initial = queue.default_service_id

try:

default_sla = ServiceLevelAgreement.objects.get(service=queue.default_service, default=True)

if default_sla:

self.fields['sla'].initial = default_sla.id

except:

pass

else:

try:

conf = ModuleSetting.get_for_module('treeio.services', 'default_ticket_status')[0]

self.fields['status'].initial = long(conf.value)

except:

pass

try:

conf = ModuleSetting.get_for_module('treeio.services', 'default_ticket_queue')[0]

self.fields['queue'].initial = long(conf.value)

except:

pass

self.fields['name'].label = _("Name")

self.fields['name'].widget.attrs.update({'class': 'duplicates',

'callback': reverse('services_ajax_ticket_lookup')})

self.fields['priority'].label = _("Priority")

self.fields['priority'].choices = ((5, _('Highest')), (4, _('High')), (3, _('Normal')), (2, _('Low')), (1, _('Lowest')))

self.fields['urgency'].label = _("Urgency")

self.fields['urgency'].choices = ((5, _('Highest')), (4, _('High')), (3, _('Normal')), (2, _('Low')), (1, _('Lowest')))

self.fields['details'].label = _("Details")

if not agent:

del self.fields['caller']

del self.fields['reference']

del self.fields['priority']

del self.fields['status']

del self.fields['queue']

del self.fields['sla']

del self.fields['assigned']

del self.fields['resolution']

class Meta:

"Ticket specified as model"

model = Ticket

fields = ('name', 'reference', 'caller', 'assigned', 'urgency', 'priority',

'status', 'service', 'sla', 'queue', 'details', 'resolution')

class TicketStatusForm(forms.ModelForm):

""" TicketStatus form """

name = forms.CharField(widget=forms.TextInput(attrs={'size':'30'}))

def __init__(self, user, *args, **kwargs):

"Sets allowed values"

super(TicketStatusForm, self).__init__(*args, **kwargs)

class Meta:

"TicketStatus specified as model"

model = TicketStatus

fields = ('name', 'active', 'hidden', 'details')

class TicketRecordForm(forms.ModelForm):

""" TicketRecord form """

def __init__(self, agent, ticket, *args, **kwargs):

super(TicketRecordForm, self).__init__(*args, **kwargs)

self.ticket = ticket

self.fields['body'].label = _("body")

self.fields['body'].required = True

self.fields['notify'].label = _("Notify caller")

self.fields['resolution'] = forms.BooleanField(label=_("Set as Resolution"), required=False)

if not agent:

del self.fields['notify']

del self.fields['resolution']

def save(self, *args, **kwargs):

"Set Resolution if selected"

instance = super(TicketRecordForm, self).save(*args, **kwargs)

ticket = self.ticket

if 'resolution' in self.cleaned_data and self.cleaned_data['resolution']:

ticket.resolution = self.cleaned_data['body']

ticket.save()

# Send update if notify clicked

if 'notify' in self.cleaned_data and self.cleaned_data['notify'] and ticket.caller:

toaddr = ticket.caller.get_email()

if ticket.message or toaddr:

reply = Message()

reply.author = instance.sender

reply.body = instance.body

reply.auto_notify = False

if ticket.message:

reply.stream = ticket.message.stream

reply.reply_to = ticket.message

else:

reply.stream = ticket.queue.message_stream if ticket.queue else None

reply.title = "[#%s] %s" % (ticket.reference, ticket.name)

reply.save()

if not ticket.message:

ticket.message = reply

reply.recipients.add(ticket.caller)

email = EmailMessage(reply)

email.send_email()

return instance

class Meta:

"TicketRecord specified as model"

model = TicketRecord

fields = ['body', 'notify']

class QueueForm(forms.ModelForm):

""" Queue form """

name = forms.CharField(widget=forms.TextInput(attrs={'size':'50'}))

def __init__(self, user, *args, **kwargs):

"Sets allowed values"

super(QueueForm, self).__init__(*args, **kwargs)

manager = TicketQueue.objects

if 'instance' in kwargs:

instance = kwargs['instance']

manager = manager.exclude(Q(parent=instance) & Q(pk=instance.id))

self.fields['parent'].queryset = Object.filter_permitted(user, manager, mode='x')

self.fields['default_service'].queryset = Object.filter_permitted(user, Service.objects, mode='x')

self.fields['waiting_time'].help_text = "seconds"

self.fields['name'].label = _("Name")

self.fields['active'].label = _("Active")

self.fields['parent'].label = _("Parent")

self.fields['default_ticket_status'].label = _("Default ticket status")

self.fields['default_ticket_priority'].label = _("Default ticket priority")

self.fields['default_service'].label = _("Default service")

self.fields['waiting_time'].label = _("Waiting time")

self.fields['next_queue'].queryset = Object.filter_permitted(user, TicketQueue.objects, mode='x')

self.fields['next_queue'].label = _("Next queue")

self.fields['ticket_code'].label = _("Ticket code")

self.fields['message_stream'].label = _("Message stream")

self.fields['message_stream'].widget.attrs.update({'popuplink': reverse('messaging_stream_add')})

self.fields['details'].label = _("Details")

class Meta:

"TicketQueue specified as model"

model = TicketQueue

fields = ('name', 'active', 'parent', 'default_ticket_status',

'default_ticket_priority', 'default_service', 'waiting_time',

'next_queue', 'ticket_code', 'message_stream', 'details')

class ServiceForm(forms.ModelForm):

""" Service form """

name = forms.CharField(widget=forms.TextInput(attrs={'size':'50'}))

def __init__(self, user, *args, **kwargs):

"Sets allowed values"

super(ServiceForm, self).__init__(*args, **kwargs)

manager = Service.objects

if 'instance' in kwargs:

instance = kwargs['instance']

manager = manager.exclude(Q(parent=instance) & Q(pk=instance.id))

self.fields['parent'].queryset = Object.filter_permitted(user, manager, mode='x')

self.fields['name'].label = _("Name")

self.fields['parent'].label = _("Parent")

self.fields['details'].label = _("Details")

class Meta:

"Service specified as model"

model = Service

fields = ('name', 'parent', 'details')

class ServiceLevelAgreementForm(forms.ModelForm):

""" ServiceLevelAgreement form """

name = forms.CharField(widget=forms.TextInput(attrs={'size':'50'}))

def __init__(self, user, *args, **kwargs):

"Sets allowed values"

super(ServiceLevelAgreementForm, self).__init__(*args, **kwargs)

self.fields['name'].label = _("Name")

self.fields['response_time'].help_text = 'minutes'

self.fields['response_time'].widget.attrs.update({'size': 10})

self.fields['response_time'].label = _("Response time")

self.fields['uptime_rate'].help_text = 'percent'

self.fields['uptime_rate'].widget.attrs.update({'size': 5})

self.fields['uptime_rate'].label = _("Uptime rate")

self.fields['service'].queryset = Object.filter_permitted(user, Service.objects, mode='x')

self.fields['service'].label = _("Service")

self.fields['client'].queryset = Object.filter_permitted(user, Contact.objects, mode='x')

self.fields['client'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_contact_lookup')})

self.fields['client'].widget.attrs.update({'popuplink': reverse('identities_contact_add')})

self.fields['client'].label = _("Client")

self.fields['provider'].queryset = Object.filter_permitted(user, Contact.objects, mode='x')

self.fields['provider'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_contact_lookup')})

self.fields['provider'].widget.attrs.update({'popuplink': reverse('identities_contact_add')})

self.fields['provider'].label = _("Provider")

self.fields['available_from'].initial = "09:00"

self.fields['available_from'].widget.attrs.update({'size': 10})

self.fields['available_from'].label = _("Available from")

self.fields['available_to'].initial = "18:00"

self.fields['available_to'].widget.attrs.update({'size': 10})

self.fields['available_to'].label = _("Available to")

contact = user.default_group.get_contact()

if contact:

self.fields['provider'].initial = contact.id

class Meta:

"ServiceLevelAgreement specified as model"

model = ServiceLevelAgreement

fields = ('name', 'service', 'client', 'provider', 'response_time', 'uptime_rate', 'available_from',

'available_to')

class AgentForm(forms.ModelForm):

""" Agent form """

def __init__(self, user, *args, **kwargs):

"Sets allowed values"

super(AgentForm, self).__init__(*args, **kwargs)

self.fields['related_user'].label = _("Related user")

self.fields['related_user'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_user_lookup')})

self.fields['active'].label = _("Active")

self.fields['occupied'].label = _("Occupied")

self.fields['available_from'].label = _("Available from")

self.fields['available_to'].label = _("Available to")

class Meta:

"Agent specified as model"

model = ServiceAgent

fields = ('related_user', 'active', 'occupied', 'available_from', 'available_to')

class FilterForm(forms.ModelForm):

""" Ticket Filters definition """

def __init__(self, user, skip=[], *args, **kwargs):

"Sets allowed values"

super(FilterForm, self).__init__(*args, **kwargs)

if 'caller' in skip:

del self.fields['caller']

else:

self.fields['caller'].queryset = Object.filter_permitted(user, Contact.objects, mode='x')

self.fields['caller'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_contact_lookup')})

self.fields['caller'].label = _("Caller")

if 'status' in skip:

del self.fields['status']

else:

self.fields['status'].queryset = Object.filter_permitted(user, TicketStatus.objects, mode='x')

self.fields['status'].required = False

self.fields['status'].label = _("Status")

self.fields['service'].queryset = Object.filter_permitted(user, Service.objects, mode='x')

self.fields['service'].label = _("Service")

self.fields['sla'].queryset = Object.filter_permitted(user, ServiceLevelAgreement.objects, mode='x')

self.fields['sla'].label = _("SLA")

if 'queue' in skip:

del self.fields['queue']

else:

self.fields['queue'].queryset = Object.filter_permitted(user, TicketQueue.objects, mode='x')

self.fields['queue'].label = _("Queue")

if 'assigned' in skip:

del self.fields['assigned']

else:

self.fields['assigned'].queryset = Object.filter_permitted(user, ServiceAgent.objects, mode='x')

self.fields['assigned'].widget.attrs.update({'class': 'multicomplete',

'callback': reverse('services_ajax_agent_lookup')})

self.fields['assigned'].label = _("Assigned to")

self.fields['assigned'].help_text = ""

class Meta:

"Ticket specified as model"

model = Ticket

fields = ('caller', 'status', 'service', 'sla', 'queue', 'assigned')

class SLAFilterForm(forms.ModelForm):

""" SLA Filters definition """

def __init__(self, user, skip=[], *args, **kwargs):

"Sets allowed values"

super(SLAFilterForm, self).__init__(*args, **kwargs)

self.fields['client'].queryset = Object.filter_permitted(user, Contact.objects, mode='x')

self.fields['client'].required = False

self.fields['client'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_contact_lookup')})

self.fields['client'].label = _("Client")

self.fields['provider'].queryset = Object.filter_permitted(user, Contact.objects, mode='x')

self.fields['provider'].required = False

self.fields['provider'].widget.attrs.update({'class': 'autocomplete',

'callback': reverse('identities_ajax_contact_lookup')})

self.fields['provider'].label = _("Provider")

self.fields['service'].queryset = Object.filter_permitted(user, Service.objects, mode='x')

self.fields['service'].required = False

self.fields['service'].label = _("Service")

class Meta:

"ServiceLevelAgreement specified as model"

model = ServiceLevelAgreement

fields = ('service', 'client', 'provider')

class AgentFilterForm(forms.ModelForm):

""" Agent Filters definition """

def __init__(self, user, skip=[], *args, **kwargs):

"Sets allowed values"

super(AgentFilterForm, self).__init__(*args, **kwargs)

self.fields['related_user'].required = False

self.fields['related_user'].label = _("Related user")

class Meta:

"ServiceAgent specified as model"

model = ServiceAgent

fields = ['related_user']