Issue #102

Add rudimentary CC: functionality on tickets, controlled by staff users. CC's 
can be e-mail addresses or users, who will receive copies of all emails sent 
to the Submitter. This is a work in progress.

CHANGELOG

@@ -1 +1,6 @@
 2009-09-09 r138 Issue #104 Add a CHANGELOG file
+
+2009-09-09 r139 Issue #102 Add Ticket CC's
+Add rudimentary CC: functionality on tickets, controlled by staff users. CC's 
+can be e-mail addresses or users, who will receive copies of all emails sent 
+to the Submitter. This is a work in progress.

forms.py

@@ -15,7 +15,7 @@
 from django.utils.translation import ugettext as _
 
 from helpdesk.lib import send_templated_mail
-from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail
+from helpdesk.models import Ticket, Queue, FollowUp, Attachment, IgnoreEmail, TicketCC
 
 class EditTicketForm(forms.ModelForm):
     class Meta:
@@ -356,3 +356,8 @@ class UserSettingsForm(forms.Form):
 class EmailIgnoreForm(forms.ModelForm):
     class Meta:
         model = IgnoreEmail
+
+class TicketCCForm(forms.ModelForm):
+    class Meta:
+        model = TicketCC
+        exclude = ('ticket',)

models.py

@@ -129,7 +129,7 @@ class Queue(models.Model):
         help_text=_('Whether to use SSL for IMAP or POP3 - the default ports '
             'when using SSL are 993 for IMAP and 995 for POP3.'),
         )
- 
+
     email_box_user = models.CharField(
         _('E-Mail Username'),
         max_length=200,
@@ -999,3 +999,58 @@ def test(self, email):
             return True
         else:
             return False
+
+class TicketCC(models.Model):
+    """
+    Often, there are people who wish to follow a ticket who aren't the 
+    person who originally submitted it. This model provides a way for those
+    people to follow a ticket.
+
+    In this circumstance, a 'person' could be either an e-mail address or 
+    an existing system user.
+    """
+
+    ticket = models.ForeignKey(Ticket)
+
+    user = models.ForeignKey(
+        User,
+        blank=True,
+        null=True,
+        help_text=_('User who wishes to receive updates for this ticket.'),
+        )
+
+    email = models.EmailField(
+        _('E-Mail Address'),
+        blank=True,
+        null=True,
+        help_text=_('For non-user followers, enter their e-mail address'),
+        )
+
+    can_view = models.BooleanField(
+        _('Can View Ticket?'),
+        blank=True,
+        help_text=_('Can this CC login to view the ticket details?'),
+        )
+
+    can_update = models.BooleanField(
+        _('Can Update Ticket?'),
+        blank=True,
+        help_text=_('Can this CC login and update the ticket?'),
+        )
+
+    def _email_address(self):
+        if self.user and self.user.email is not None:
+            return self.user.email
+        else:
+            return self.email
+    email_address = property(_email_address)
+
+    def _display(self):
+        if self.user:
+            return self.user
+        else:
+            return self.email
+    display = property(_display)
+
+    def __unicode__(self):
+        return u'%s for %s' % (self.display, self.ticket.title)

templates/helpdesk/email_ignore_del.html

@@ -5,7 +5,7 @@
 {% block helpdesk_body %}{% blocktrans with ignore.email_address as email_address %}
 <h2>Un-Ignore E-Mail Address</h2>
 
-<p>Are you sure you wish to stop removing this email address (<em>{{ email_address }}</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time.<?p>
+<p>Are you sure you wish to stop removing this email address (<em>{{ email_address }}</em>) and allow their e-mails to automatically create tickets in your system? You can re-add this e-mail address at any time.</p>
 {% endblocktrans %}
 
 {% blocktrans %}<p><a href='../../'>Keep Ignoring It</a></p>

templates/helpdesk/ticket.html

@@ -67,16 +67,21 @@
 </tr>
 
 <tr class='row_odd'>
-    <th colspan='2'>{% trans "Description" %}</th>
+    <th>{% trans "Copies To" %}</th>
+    <td>{% for ticketcc in ticket.ticketcc_set.all %}{{ ticketcc.display }}{% if not forloop.last %}, {% endif %}{% endfor %} <strong><a href='{% url helpdesk_ticket_cc ticket.id %}'>{% trans "Manage" %}</a></strong></td>
 </tr>
+
 <tr class='row_even'>
+    <th colspan='2'>{% trans "Description" %}</th>
+</tr>
+<tr class='row_odd'>
     <td colspan='2'>{{ ticket.description|force_escape|linebreaksbr }}</td>
 </tr>
 
-{% if ticket.resolution %}<tr class='row_odd'>
+{% if ticket.resolution %}<tr class='row_even'>
     <th colspan='2'>{% trans "Resolution" %}{% ifequal ticket.get_status_display "Resolved" %} <a href='?close'><img src='{{ MEDIA_URL }}helpdesk/buttons/accept.png' alt='{% trans "Accept" %}' title='{% trans "Accept and Close" %}' width='60' height='15' /></a>{% endifequal %}</th>
 </tr>
-<tr class='row_even'>
+<tr class='row_odd'>
     <td colspan='2'>{{ ticket.resolution|force_escape }}</td>
 </tr>{% endif %}
 

templates/helpdesk/ticket_cc_add.html

@@ -0,0 +1,25 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Add Ticket CC" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans %}
+<h2>Add Ticket CC</h2>
+
+<p>To automatically send an email to a user or e-mail address when this ticket is updated, select the user or enter an e-mail address below.</p>{% endblocktrans %}
+
+<form method='post' action='./'>
+
+<fieldset>
+    <dl>{% for field in form %}
+        <dt><label for='id_{{ field.name }}'>{{ field.label }}</label></dt>
+        <dd>{{ field }}</dd>
+        {% if field.errors %}<dd class='error'>{{ field.errors }}</dd>{% endif %}
+        {% if field.help_text %}<dd class='form_help_text'>{{ field.help_text }}</dd>{% endif %}
+    {% endfor %}</dl>
+</fieldset>
+
+<input type='submit' value='{% trans "Save Ticket CC" %}' />
+
+</form>
+
+{% endblock %}

templates/helpdesk/ticket_cc_del.html

@@ -0,0 +1,14 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Delete Ticket CC" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans with cc.email_address as email_address %}
+<h2>Delete Ticket CC</h2>
+
+<p>Are you sure you wish to delete this email address (<em>{{ email_address }}</em>) from the CC list for this ticket? They will stop receiving updates.</p>
+{% endblocktrans %}
+
+{% blocktrans %}<p><a href='../../'>Don't Delete</a></p>
+
+<form method='post' action='./'><input type='submit' value='Yes, Delete' /></form>
+{% endblocktrans %}{% endblock %}

templates/helpdesk/ticket_cc_list.html

@@ -0,0 +1,31 @@
+{% extends "helpdesk/base.html" %}{% load i18n %}
+
+{% block helpdesk_title %}{% trans "Ticket CC Settings" %}{% endblock %}
+
+{% block helpdesk_body %}{% blocktrans with ticket.title as ticket_title and ticket.id as ticket_id %}
+<h2>Ticket CC Settings</h2>
+
+<p>The following people will receive an e-mail whenever <em><a href='../'>{{ ticket_title }}</a></em> is updated. Some people can also view or edit the ticket via the public ticket views.</p>
+
+<p>You can <a href='add/'>add a new e-mail address to the list</a> or delete any of the items below as required.</p>{% endblocktrans %}
+
+<table width='100%'>
+<thead>
+<tr class='row_tablehead'><td colspan='4'>{% trans "Ticket CC List" %}</td></tr>
+<tr class='row_columnheads'><th>{% trans "E-Mail Address" %}</th><th>{% trans "View?" %}</th><th>{% trans "Update?" %}</th><th>{% trans "Delete" %}</th></tr>
+</thead>
+<tbody>
+{% for person in copies_to %}
+<tr class='row_{% cycle odd,even %}'>
+    <td>{{ person.display }}</td>
+    <td>{{ person.can_view }}</td>
+    <td>{{ person.can_update }}</td>
+    <td><a href='{% url helpdesk_ticket_cc_del ticket.id person.id %}'>{% trans "Delete" %}</a></td>
+</tr>
+{% endfor %}
+</tbody>
+</table>
+
+<p><a href='{% url helpdesk_view ticket.id %}'>{% blocktrans with ticket.title as ticket_title %}Return to <em>{{ ticket_title }}</em>{% endblocktrans %}</a></p>
+
+{% endblock %}

urls.py

@@ -55,6 +55,18 @@
         'unhold_ticket',
         name='helpdesk_unhold'),
 
+    url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/$',
+        'ticket_cc',
+        name='helpdesk_ticket_cc'),
+
+    url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/add/$',
+        'ticket_cc_add',
+        name='helpdesk_ticket_cc_add'),
+
+    url(r'^tickets/(?P<ticket_id>[0-9]+)/cc/delete/(?P<cc_id>[0-9]+)/$',
+        'ticket_cc_del',
+        name='helpdesk_ticket_cc_del'),
+
     url(r'^raw/(?P<type>\w+)/$',
         'raw_details',
         name='helpdesk_raw'),

views/api.py

@@ -209,6 +209,18 @@ def api_public_add_followup(self):
                 )
             messages_sent_to.append(ticket.submitter_email)
 
+        if public:
+            for cc in ticket.ticketcc_set.all():
+                if cc.email_address not in messages_sent_to:
+                    send_templated_mail(
+                        'updated_submitter',
+                        context,
+                        recipients=cc.email_address,
+                        sender=ticket.queue.from_address,
+                        fail_silently=True,
+                        )
+                    messages_sent_to.append(cc.email_address)
+
         if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
             send_templated_mail(
                 'updated_cc',
@@ -274,6 +286,17 @@ def api_public_resolve(self):
                 )
             messages_sent_to.append(ticket.submitter_email)
 
+            for cc in ticket.ticketcc_set.all():
+                if cc.email_address not in messages_sent_to:
+                    send_templated_mail(
+                        'resolved_submitter',
+                        context,
+                        recipients=cc.email_address,
+                        sender=ticket.queue.from_address,
+                        fail_silently=True,
+                        )
+                    messages_sent_to.append(cc.email_address)
+
         if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
             send_templated_mail(
                 'resolved_cc',

views/staff.py

@@ -22,9 +22,9 @@
 from django.template import loader, Context, RequestContext
 from django.utils.translation import ugettext as _
 
-from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm
+from helpdesk.forms import TicketForm, UserSettingsForm, EmailIgnoreForm, EditTicketForm, TicketCCForm
 from helpdesk.lib import send_templated_mail, line_chart, bar_chart, query_to_dict, apply_query, safe_template_context
-from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail
+from helpdesk.models import Ticket, Queue, FollowUp, TicketChange, PreSetReply, Attachment, SavedSearch, IgnoreEmail, TicketCC
 
 
 staff_member_required = user_passes_test(lambda u: u.is_authenticated() and u.is_active and u.is_staff)
@@ -259,6 +259,17 @@ def update_ticket(request, ticket_id, public=False):
             )
         messages_sent_to.append(ticket.submitter_email)
 
+        for cc in ticket.ticketcc_set.all():
+            if cc.email_address not in messages_sent_to:
+                send_templated_mail(
+                    template,
+                    context,
+                    recipients=cc.email_address,
+                    sender=ticket.queue.from_address,
+                    fail_silently=True,
+                    )
+                messages_sent_to.append(cc.email_address)
+
     if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
         # We only send e-mails to staff members if the ticket is updated by
         # another user. The actual template varies, depending on what has been
@@ -364,6 +375,17 @@ def mass_update(request):
                     )
                 messages_sent_to.append(t.submitter_email)
 
+            for cc in ticket.ticketcc_set.all():
+                if cc.email_address not in messages_sent_to:
+                    send_templated_mail(
+                        'closed_submitter',
+                        context,
+                        recipients=cc.email_address,
+                        sender=ticket.queue.from_address,
+                        fail_silently=True,
+                        )
+                    messages_sent_to.append(cc.email_address)
+
             if t.assigned_to and request.user != t.assigned_to and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
                 send_templated_mail(
                     'closed_owner',
@@ -563,6 +585,7 @@ def edit_ticket(request, ticket_id):
         RequestContext(request, {
             'form': form,
         }))
+edit_ticket = staff_member_required(edit_ticket)
 
 def create_ticket(request):
     if request.method == 'POST':
@@ -890,3 +913,42 @@ def email_ignore_del(request, id):
                 'ignore': ignore,
             }))
 email_ignore_del = superuser_required(email_ignore_del)
+
+def ticket_cc(request, ticket_id):
+    ticket = get_object_or_404(Ticket, id=ticket_id)
+    copies_to = ticket.ticketcc_set.all()
+    return render_to_response('helpdesk/ticket_cc_list.html',
+        RequestContext(request, {
+            'copies_to': copies_to,
+            'ticket': ticket,
+        }))
+ticket_cc = staff_member_required(ticket_cc)
+
+def ticket_cc_add(request, ticket_id):
+    ticket = get_object_or_404(Ticket, id=ticket_id)
+    if request.method == 'POST':
+        form = TicketCCForm(request.POST)
+        if form.is_valid():
+            ticketcc = form.save(commit=False)
+            ticketcc.ticket = ticket
+            ticketcc.save()
+            return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': ticket.id}))
+    else:
+        form = TicketCCForm()
+    return render_to_response('helpdesk/ticket_cc_add.html',
+        RequestContext(request, {
+            'ticket': ticket,
+            'form': form,
+        }))
+ticket_cc_add = staff_member_required(ticket_cc_add)
+
+def ticket_cc_del(request, ticket_id, cc_id):
+    cc = get_object_or_404(TicketCC, ticket__id=ticket_id, id=cc_id)
+    if request.POST:
+        cc.delete()
+        return HttpResponseRedirect(reverse('helpdesk_ticket_cc', kwargs={'ticket_id': cc.ticket.id}))
+    return render_to_response('helpdesk/ticket_cc_del.html',
+        RequestContext(request, {
+            'cc': cc,
+        }))
+ticket_cc_del = staff_member_required(ticket_cc_del)