Python models.Ticket类代码示例

 def setUp(self):
     q = Queue(title='Q1', slug='q1')
     q.save()
     t = Ticket(title='Test Ticket', submitter_email='[email protected]')
     t.queue = q
     t.save()
     self.ticket = t

def view_ticket(request):
    ticket_req = request.GET.get('ticket', '')
    ticket = False
    email = request.GET.get('email', '')
    error_message = ''

    if ticket_req and email:
        queue, ticket_id = Ticket.queue_and_id_from_query(ticket_req)
        try:
            ticket = Ticket.objects.get(id=ticket_id, submitter_email__iexact=email)
        except:
            ticket = False
            error_message = _('Invalid ticket ID or e-mail address. Please try again.')

        if ticket:

            if request.user.is_staff:
                redirect_url = reverse('helpdesk_view', args=[ticket_id])
                if 'close' in request.GET:
                    redirect_url += '?close'
                return HttpResponseRedirect(redirect_url)

            if 'close' in request.GET and ticket.status == Ticket.RESOLVED_STATUS:
                from helpdesk.views.staff import update_ticket
                # Trick the update_ticket() view into thinking it's being called with
                # a valid POST.
                request.POST = {
                    'new_status': Ticket.CLOSED_STATUS,
                    'public': 1,
                    'title': ticket.title,
                    'comment': _('Submitter accepted resolution and closed ticket'),
                    }
                if ticket.assigned_to:
                    request.POST['owner'] = ticket.assigned_to.id
                request.GET = {}

                return update_ticket(request, ticket_id, public=True)

            # redirect user back to this ticket if possible.
            redirect_url = ''
            if helpdesk_settings.HELPDESK_NAVIGATION_ENABLED:
                redirect_url = reverse('helpdesk_view', args=[ticket_id])

            return render(request, 'helpdesk/public_view_ticket.html',
                {
                    'ticket': ticket,
                    'helpdesk_settings': helpdesk_settings,
                    'next': redirect_url,
                })

    return render(request, template_name='helpdesk/public_view_form.html',
        context = {
            'ticket': ticket,
            'email': email,
            'error_message': error_message,
            'helpdesk_settings': helpdesk_settings,
        })

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(id=int(self.cleaned_data['queue']))

        t = Ticket( title = self.cleaned_data['title'],
                    submitter_email = self.cleaned_data['submitter_email'],
                    created = timezone.now(),
                    status = Ticket.OPEN_STATUS,
                    queue = q,
                    description = self.cleaned_data['body'],
                    error_msg = self.cleaned_data['error_msg'],
                    priority = self.cleaned_data['priority'],
                    type = self.cleaned_data['type'],
                    due_date = self.cleaned_data['due_date'],
                )

        t.assigned_to = None

        if self.cleaned_data['assigned_to']:
            try:
                u = User.objects.get(id=self.cleaned_data['assigned_to'])
                t.assigned_to = u
            except User.DoesNotExist:
                pass
        t.save()

        for field, value in self.cleaned_data.items():
            if field.startswith('custom_'):
                field_name = field.replace('custom_', '', 1)
                customfield = CustomField.objects.get(name=field_name)
                cfv = TicketCustomFieldValue(ticket=t,
                            field=customfield,
                            value=value)
                cfv.save()

        ticket = t
        user = None
        try:
            user = t.assigned_to
        except Exception, e:
            pass

    def handle_messages(self, imbox, project, email=None, assignee=None):
        logger.info("--- Started processing emails ---")
        unread_messages = imbox.messages(unread=True, folder='INBOX', sent_to=email or project.email)
        for uid, message in unread_messages:
            try:
                subject = getattr(message, 'subject', 'Email ticket')
                logger.info("Got message %s: %s" % (uid, subject))

                if SETTINGS['ignore_autoreply'] and self._is_autoreply(message):
                    logger.info('  Message is auto-submitted, skipping')
                    if SETTINGS['mark_seen']:
                        imbox.mark_seen(uid)
                    continue

                if Ticket.objects.filter(message_id=uid).exists() or Comment.objects.filter(message_id=uid).exists():
                    logger.info('  Message already exists, skipping')
                    if SETTINGS['mark_seen']:
                        imbox.mark_seen(uid)
                    continue

                try:
                    body = message.body['html'][0]
                except IndexError:
                    try:
                        body = message.body['plain'][0]
                    except IndexError:
                        body = ''

                initial = self._get_initial_issue(message)

                if initial is None:
                    ticket = Ticket.create(
                            title=subject[:255],
                            body=body,
                            customer=message.sent_from[0]['email'],
                            message_id=uid,
                            assignee=assignee or project.default_assignee,
                            project=project
                    )
                    logger.info('  Created new ticket')
                    self._create_attachments(message.attachments, ticket)
                else:
                    comment = Comment.objects.create(
                            body=body,
                            author=None,
                            message_id=uid,
                            ticket=initial
                    )
                    self._create_attachments(message.attachments, comment)
                    logger.info('  Added comment to ticket')

                if SETTINGS['mark_seen']:
                    imbox.mark_seen(uid)
            except Exception:
                logger.exception('  Error while retrieving email %s' % uid)
        logger.info("--- Finished processing emails ---")

    def form_valid(self, form):
        if not self.attachment_formset.is_valid():
            return self.render_to_response(self.get_context_data())
        data = form.cleaned_data
        comment = data.pop('comment')
        ticket = Ticket.create(body='This ticket was created by [user:%d]' % self.request.user.pk,
                               message_id='ticket-%d' % time.mktime(now().timetuple()),
                               author=self.request.user,
                               **data)
        reply = Comment.objects.create(ticket=ticket, body=comment, author=self.request.user)

        self.attachment_formset.instance = reply
        self.attachment_formset.save()

        new_answer.send(sender=Comment, ticket=ticket, answer=reply)
        return HttpResponseRedirect(reverse('helpdesk_home'))

    def get_object(self):
        # For GET method and we have a decode code
        if self.kwargs.get('code'):
            ticket_id, email = Ticket.decode(self.kwargs['code'].encode("utf-8"))
        elif self.request.GET.get('email') and self.request.GET.get('ticket'):
            parts = self.request.GET['ticket'].split('-')
            queue = '-'.join(parts[0:-1])
            ticket_id = parts[-1]
            email = self.request.GET.get('email')

        # ToDo
        # I think its not really right to check queue cause moderator can move ticket to different queue
        return Ticket.objects.get(
            id=ticket_id,
            #queue__slug__iexact=queue,
            submitter_email__iexact=email
        )

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(id=int(self.cleaned_data["queue"]))

        t = Ticket(
            title=self.cleaned_data["title"],
            submitter_email=self.cleaned_data["submitter_email"],
            created=datetime.now(),
            status=Ticket.OPEN_STATUS,
            queue=q,
            description=self.cleaned_data["body"],
            priority=self.cleaned_data["priority"],
            due_date=self.cleaned_data["due_date"],
        )

        if HAS_TAG_SUPPORT:
            t.tags = self.cleaned_data["tags"]

        if self.cleaned_data["assigned_to"]:
            try:
                u = User.objects.get(id=self.cleaned_data["assigned_to"])
                t.assigned_to = u
            except User.DoesNotExist:
                t.assigned_to = None
        t.save()

        for field, value in self.cleaned_data.items():
            if field.startswith("custom_"):
                field_name = field.replace("custom_", "")
                customfield = CustomField.objects.get(name=field_name)
                cfv = TicketCustomFieldValue(ticket=t, field=customfield, value=value)
                cfv.save()

        f = FollowUp(
            ticket=t,
            title=_("Ticket Opened"),
            date=datetime.now(),
            public=True,
            comment=self.cleaned_data["body"],
            user=user,
        )
        if self.cleaned_data["assigned_to"]:
            f.title = _("Ticket Opened & Assigned to %(name)s") % {"name": t.get_assigned_to}

        f.save()

        files = []
        if self.cleaned_data["attachment"]:
            import mimetypes

            file = self.cleaned_data["attachment"]
            filename = file.name.replace(" ", "_")
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
                size=file.size,
            )
            a.file.save(file.name, file, save=False)
            a.save()

            if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)

        context = safe_template_context(t)
        context["comment"] = f.comment

        messages_sent_to = []

        if t.submitter_email:
            send_templated_mail(
                "newticket_submitter",
                context,
                recipients=t.submitter_email,
                sender=q.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(t.submitter_email)

        if (
            t.assigned_to
            and t.assigned_to != user
            and getattr(t.assigned_to.usersettings.settings, "email_on_ticket_assign", False)
            and t.assigned_to.email
            and t.assigned_to.email not in messages_sent_to
        ):
            send_templated_mail(
                "assigned_owner",
                context,
                recipients=t.assigned_to.email,
                sender=q.from_address,
                fail_silently=True,
                files=files,
            )
#.........这里部分代码省略.........

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """

        q = self.cleaned_data['queue']

        t = Ticket( title = self.cleaned_data['title'],
                    submitter_email = self.cleaned_data['submitter_email'],
                    account = self.cleaned_data['account'],
                    created = datetime.now(),
                    status = Ticket.OPEN_STATUS,
                    queue = q,
                    description = self.cleaned_data['body'],
                    priority = self.cleaned_data['priority'],
                    owner = self.cleaned_data['owner']
                  )

        if HAS_TAG_SUPPORT:
            t.tags = self.cleaned_data['tags']

        if self.cleaned_data['assigned_to']:
            try:
                t.assigned_to = self.cleaned_data['assigned_to']
            except User.DoesNotExist:
                t.assigned_to = None
        t.save()

        f = FollowUp(   ticket = t,
                        title = _('Ticket Opened'),
                        date = datetime.now(),
                        public = False,
                        comment = self.cleaned_data['body'],
                        systemuser = user.account,
                     )
        if self.cleaned_data['assigned_to']:
            f.title = _('Ticket Opened & Assigned to %(name)s') % {
                'name': t.get_assigned_to
            }

        f.save()
        
        files = []
        if self.cleaned_data['attachment']:
            import mimetypes
            file = self.cleaned_data['attachment']
            filename = file.name.replace(' ', '_')
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=file.size,
                )
            a.file.save(file.name, file, save=False)
            a.save()
            
            if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                # Only files smaller than 512kb (or as defined in 
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)

        context = {
            'ticket': t,
            'queue': q,
            'comment': f.comment,
        }
        
        messages_sent_to = []

        if t.submitter_email:
            send_templated_mail(
                'newticket_owner',
                context,
                recipients=t.submitter_email,
                sender=q.from_address,
                fail_silently=True,
                files=files,
                )
            messages_sent_to.append(t.submitter_email)

        #FIX USERSETTINGS
        #=======================================================================
        # if t.assigned_to and t.assigned_to != user and getattr(t.assigned_to.usersettings.settings, 'email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
        #    send_templated_mail(
        #        'assigned_to',
        #        context,
        #        recipients=t.assigned_to.email,
        #        sender=q.from_address,
        #        fail_silently=True,
        #        files=files,
        #        )
        #    messages_sent_to.append(t.assigned_to.email)
        #=======================================================================

        if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.new_ticket_cc,
                sender=q.from_address,
#.........这里部分代码省略.........

def ticket_from_message(message, queue, quiet):
    # 'message' must be an RFC822 formatted message.
    msg = message
    message = email.message_from_string(msg)
    subject = message.get('subject', _('Created from e-mail'))
    subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
    subject = subject.replace("Re: ", "").replace("Fw: ", "").replace("RE: ", "").replace("FW: ", "").strip()

    sender = message.get('from', _('Unknown Sender'))
    sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))

    sender_name = parseaddr(sender)[0]
    sender_email = parseaddr(sender)[1]

    body_plain, body_html = '', ''

    for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
        if ignore.test(sender_email):
            if ignore.keep_in_mailbox:
                # By returning 'False' the message will be kept in the mailbox,
                # and the 'True' will cause the message to be deleted.
                return False
            return True

    matchobj = re.match(r"^\[(?P<queue>[-A-Za-z0-9]+)-(?P<id>\d+)\]", subject)
    if matchobj:
        # This is a reply or forward.
        ticket = matchobj.group('id')
    else:
        ticket = None

    counter = 0
    files = []

    for part in message.walk():
        if part.get_content_maintype() == 'multipart':
            continue

        name = part.get_param("name")
        if name:
            name = collapse_rfc2231_value(name)

        if part.get_content_maintype() == 'text' and name == None:
            if part.get_content_subtype() == 'plain':
                body_plain = decodeUnknown(part.get_content_charset(), part.get_payload(decode=True))
            else:
                body_html = part.get_payload(decode=True)
        else:
            if not name:
                ext = mimetypes.guess_extension(part.get_content_type())
                name = "part-%i%s" % (counter, ext)

            files.append({
                'filename': name,
                'content': part.get_payload(decode=True),
                'type': part.get_content_type()},
                )

        counter += 1

    if body_plain:
        body = body_plain
    else:
        body = _('No plain-text email body available. Please see attachment email_html_body.html.')

    if body_html:
        files.append({
            'filename': _("email_html_body.html"),
            'content': body_html,
            'type': 'text/html',
        })

    now = datetime.now()

    if ticket:
        try:
            t = Ticket.objects.get(id=ticket)
            new = False
        except Ticket.DoesNotExist:
            ticket = None

    priority = 3

    smtp_priority = message.get('priority', '')
    smtp_importance = message.get('importance', '')

    high_priority_types = ('high', 'important', '1', 'urgent')

    if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
        priority = 2

    update = ''
    if ticket == None:
        t = Ticket(
            title=subject,
            queue=queue,
            submitter_name=sender_name,
            submitter_email=sender_email,
            created=now,
            description=body,
#.........这里部分代码省略.........

    def save(self):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(title = 'public')

        t = Ticket(
            title = self.cleaned_data['title'],
            submitter_email = self.cleaned_data['submitter_email'],
            created = timezone.now(),
            status = Ticket.OPEN_STATUS,
            queue = q,
            description = self.cleaned_data['body'],
            priority = 3,
            due_date = None,
            )

        t.save()

        for field, value in self.cleaned_data.items():
            if field.startswith('custom_'):
                field_name = field.replace('custom_', '')
                customfield = CustomField.objects.get(name=field_name)
                cfv = TicketCustomFieldValue(ticket=t,
                            field=customfield,
                            value=value)
                cfv.save()

        f = FollowUp(
            ticket = t,
            title = _('Ticket Opened Via Web'),
            date = timezone.now(),
            public = True,
            comment = self.cleaned_data['body'],
            )

        f.save()
        files = []

        context = safe_template_context(t)

        messages_sent_to = []

        send_templated_mail(
            'newticket_submitter',
            context,
            recipients=t.submitter_email,
            sender=q.from_address,
            fail_silently=True,
            files=files,
            )
        messages_sent_to.append(t.submitter_email)

        if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.new_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                files=files,
                )
            messages_sent_to.append(q.new_ticket_cc)

        if q.updated_ticket_cc and q.updated_ticket_cc != q.new_ticket_cc and q.updated_ticket_cc not in messages_sent_to:
            send_templated_mail(
                'newticket_cc',
                context,
                recipients=q.updated_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                files=files,
                )

        return t

def ticket_from_message(message, queue, logger):
    # 'message' must be an RFC822 formatted message.
    msg = message
    message = email.message_from_string(msg)
    subject = message.get('subject', _('Created from e-mail'))
    subject = decode_mail_headers(decodeUnknown(message.get_charset(), subject))
    for affix in STRIPPED_SUBJECT_STRINGS:
        subject = subject.replace(affix, "")
    subject = subject.strip()

    sender = message.get('from', _('Unknown Sender'))
    sender = decode_mail_headers(decodeUnknown(message.get_charset(), sender))

    sender_email = parseaddr(sender)[1]

    body_plain, body_html = '', ''

    for ignore in IgnoreEmail.objects.filter(Q(queues=queue) | Q(queues__isnull=True)):
        if ignore.test(sender_email):
            if ignore.keep_in_mailbox:
                # By returning 'False' the message will be kept in the mailbox,
                # and the 'True' will cause the message to be deleted.
                return False
            return True

    matchobj = re.match(r".*\[" + queue.slug + "-(?P<id>\d+)\]", subject)
    if matchobj:
        # This is a reply or forward.
        ticket = matchobj.group('id')
        logger.info("Matched tracking ID %s-%s" % (queue.slug, ticket))
    else:
        logger.info("No tracking ID matched.")
        ticket = None

    counter = 0
    files = []

    for part in message.walk():
        if part.get_content_maintype() == 'multipart':
            continue

        name = part.get_param("name")
        if name:
            name = collapse_rfc2231_value(name)

        if part.get_content_maintype() == 'text' and name is None:
            if part.get_content_subtype() == 'plain':
                body_plain = EmailReplyParser.parse_reply(
                    decodeUnknown(part.get_content_charset(), part.get_payload(decode=True)))
                logger.debug("Discovered plain text MIME part")
            else:
                body_html = part.get_payload(decode=True)
                logger.debug("Discovered HTML MIME part")
        else:
            if not name:
                ext = mimetypes.guess_extension(part.get_content_type())
                name = "part-%i%s" % (counter, ext)

            files.append({
                'filename': name,
                'content': part.get_payload(decode=True),
                'type': part.get_content_type()},
            )
            logger.debug("Found MIME attachment %s" % name)

        counter += 1

    if body_plain:
        body = body_plain
    else:
        body = _('No plain-text email body available. Please see attachment "email_html_body.html".')

    if body_html:
        files.append({
            'filename': _("email_html_body.html"),
            'content': body_html,
            'type': 'text/html',
        })

    now = timezone.now()

    if ticket:
        try:
            t = Ticket.objects.get(id=ticket)
            new = False
            logger.info("Found existing ticket with Tracking ID %s-%s" % (t.queue.slug, t.id))
        except Ticket.DoesNotExist:
            logger.info("Tracking ID %s-%s not associated with existing ticket. Creating new ticket." % (queue.slug, ticket))
            ticket = None

    priority = 3

    smtp_priority = message.get('priority', '')
    smtp_importance = message.get('importance', '')

    high_priority_types = ('high', 'important', '1', 'urgent')

    if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
        priority = 2

#.........这里部分代码省略.........

#.........这里部分代码省略.........
        else:
            if not name:
                ext = mimetypes.guess_extension(part.get_content_type())
                name = "part-%i%s" % (counter, ext)

            files.append({
                'filename': name,
                'content': part.get_payload(decode=True),
                'type': part.get_content_type()},
                )

        counter += 1

    plain = html = False

    if body_plain:
        body = body_plain
        plain = True
    else:
        body = _('No plain-text email body available. Please see attachment email_html_body.html.')

    if body_html:
        html = True
        files.append({
            'filename': _("email_html_body.html"),
            'content': body_html,
            'type': 'text/html',
        })

    now = datetime.now()

    if ticket:
        try:
            t = Ticket.objects.get(id=ticket)
            new = False
        except Ticket.DoesNotExist:
            logger.debug("Didn't find a ticket with ID %s" % ticket)
            ticket = None

    priority = 3

    smtp_priority = message.get('priority', '')
    smtp_importance = message.get('importance', '')

    high_priority_types = ('high', 'important', '1', 'urgent')

    if smtp_priority in high_priority_types or smtp_importance in high_priority_types:
        priority = 2

    if ticket == None:
        logger.debug("Creating new ticket for email")
        t = Ticket(
            title=subject,
            queue=queue,
            submitter_email=sender_email,
            created=now,
            description=body,
            priority=priority,
        )
        t.save()
        new = True
        update = ''

    elif t.status == Ticket.CLOSED_STATUS:
        logger.debug("Reopening ticket")
        t.status = Ticket.REOPENED_STATUS

    def save(self, owner=None):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(id=int(self.cleaned_data["queue"]))

        t = Ticket(
            title=self.cleaned_data["title"],
            owner=owner,
            submitter_email=self.cleaned_data["submitter_email"],
            created=datetime.now(),
            status=Ticket.OPEN_STATUS,
            queue=q,
            description=self.cleaned_data["body"],
            priority=self.cleaned_data["priority"],
            account=owner.account,
        )

        t.save()

        f = FollowUp(
            ticket=t,
            title=_("Ticket Opened Via Web"),
            date=datetime.now(),
            public=True,
            comment=self.cleaned_data["body"],
            account=owner.account,
        )

        f.save()

        files = []
        if self.cleaned_data["attachment"]:
            import mimetypes

            file = self.cleaned_data["attachment"]
            filename = file.name.replace(" ", "_")
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
                size=file.size,
            )
            a.file.save(file.name, file, save=False)
            a.save()

            if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)

        context = {"ticket": t, "queue": q}

        messages_sent_to = []

        send_templated_mail(
            "newticket_owner",
            context,
            recipients=t.submitter_email,
            sender=q.from_address,
            fail_silently=True,
            files=files,
        )
        messages_sent_to.append(t.submitter_email)

        if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
            send_templated_mail(
                "newticket_cc",
                context,
                recipients=q.new_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(q.new_ticket_cc)

        if (
            q.updated_ticket_cc
            and q.updated_ticket_cc != q.new_ticket_cc
            and q.updated_ticket_cc not in messages_sent_to
        ):
            send_templated_mail(
                "newticket_cc",
                context,
                recipients=q.updated_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                files=files,
            )

        return t

    def save(self, user):
        """
        Writes and returns a Ticket() object
        """

        q = Queue.objects.get(id=int(self.cleaned_data['queue']))

        t = Ticket( title = self.cleaned_data['title'],
                    submitter_email = self.cleaned_data['submitter_email'],
                    created = timezone.now(),
                    status = Ticket.OPEN_STATUS,
                    queue = q,
                    description = self.cleaned_data['body'],
                    priority = self.cleaned_data['priority'],
                    due_date = self.cleaned_data['due_date'],
                  )

        if HAS_TAG_SUPPORT:
            t.tags = self.cleaned_data['tags']

        if self.cleaned_data['assigned_to']:
            try:
                u = User.objects.get(id=self.cleaned_data['assigned_to'])
                t.assigned_to = u
            except User.DoesNotExist:
                t.assigned_to = None
        t.save()
        
        for field, value in self.cleaned_data.items():
            if field.startswith('custom_'):
                field_name = field.replace('custom_', '')
                customfield = CustomField.objects.get(name=field_name)
                cfv = TicketCustomFieldValue(ticket=t,
                            field=customfield,
                            value=value)
                cfv.save()

        f = FollowUp(   ticket = t,
                        title = _('Ticket Opened'),
                        date = timezone.now(),
                        public = True,
                        comment = self.cleaned_data['body'],
                        user = user,
                     )
        if self.cleaned_data['assigned_to']:
            f.title = _('Ticket Opened & Assigned to %(name)s') % {
                'name': t.get_assigned_to
            }

        f.save()
        
        files = []
        if self.cleaned_data['attachment']:
            import mimetypes
            file = self.cleaned_data['attachment']
            filename = file.name.replace(' ', '_')
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=file.size,
                )
            a.file.save(file.name, file, save=False)
            a.save()
            
            if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                # Only files smaller than 512kb (or as defined in 
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append(a.file.path)

        context = safe_template_context(t)
        context['comment'] = f.comment
        
        messages_sent_to = []

        if t.submitter_email:
            send_templated_mail(
                'newticket_submitter',
                context,
                recipients=t.submitter_email,
                sender=q.from_address,
                fail_silently=True,
                files=files,
                )
            messages_sent_to.append(t.submitter_email)

        if t.assigned_to and t.assigned_to != user and t.assigned_to.usersettings.settings.get('email_on_ticket_assign', False) and t.assigned_to.email and t.assigned_to.email not in messages_sent_to:
            send_templated_mail(
                'assigned_owner',
                context,
                recipients=t.assigned_to.email,
                sender=q.from_address,
                fail_silently=True,
                files=files,
                )
            messages_sent_to.append(t.assigned_to.email)

        if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
            send_templated_mail(
                'newticket_cc',
#.........这里部分代码省略.........

    def save(self):
        """
        Writes and returns a Ticket() object
        """

        q = self.cleaned_data["queue"]

        t = Ticket(
            title=self.cleaned_data["title"],
            submitter_email=self.cleaned_data["submitter_email"],
            created=timezone.now(),
            status=Ticket.OPEN_STATUS,
            queue=q,
            description=self.cleaned_data["body"],
            priority=self.cleaned_data["priority"],
            due_date=self.cleaned_data["due_date"],
        )

        t.save()

        for field, value in self.cleaned_data.items():
            if field.startswith("custom_"):
                field_name = field.replace("custom_", "", 1)
                customfield = CustomField.objects.get(name=field_name)
                cfv = TicketCustomFieldValue(ticket=t, field=customfield, value=value)
                cfv.save()

        f = FollowUp(
            ticket=t,
            title=_("Ticket Opened Via Web"),
            date=timezone.now(),
            public=True,
            comment=self.cleaned_data["body"],
        )

        f.save()

        files = []
        if self.cleaned_data["attachment"]:
            import mimetypes

            file = self.cleaned_data["attachment"]
            filename = file.name.replace(" ", "_")
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or "application/octet-stream",
                size=file.size,
            )
            a.file.save(file.name, file, save=False)
            a.save()

            if file.size < getattr(settings, "MAX_EMAIL_ATTACHMENT_SIZE", 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append([a.filename, a.file])

        context = safe_template_context(t)

        messages_sent_to = []

        send_templated_mail(
            "newticket_submitter",
            context,
            recipients=t.submitter_email,
            sender=q.from_address,
            fail_silently=True,
            files=files,
        )
        messages_sent_to.append(t.submitter_email)

        if q.new_ticket_cc and q.new_ticket_cc not in messages_sent_to:
            send_templated_mail(
                "newticket_cc",
                context,
                recipients=q.new_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                files=files,
            )
            messages_sent_to.append(q.new_ticket_cc)

        if (
            q.updated_ticket_cc
            and q.updated_ticket_cc != q.new_ticket_cc
            and q.updated_ticket_cc not in messages_sent_to
        ):
            send_templated_mail(
                "newticket_cc",
                context,
                recipients=q.updated_ticket_cc,
                sender=q.from_address,
                fail_silently=True,
                files=files,
            )

        return t