Python Ticket.save方法代码示例

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
 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

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    def save(self):
        """
        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'],
            )

        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 = datetime.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.file.path)

        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

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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.........

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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.........

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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.........

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]

#.........这里部分代码省略.........
            '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,
            priority=priority,
        )
        t.save()
        new = True

    elif t.status == Ticket.CLOSED_STATUS:
        t.status = Ticket.REOPENED_STATUS
        t.save()

    f = FollowUp(
        ticket = t,
        title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
        date = datetime.now(),
        public = True,
        comment = body,
    )

    if t.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})

    f.save()

    if not quiet:
        print (" [%s-%s] %s%s" % (t.queue.slug, t.id, t.title, update)).encode('ascii', 'replace')

    for file in files:
        if file['content']:
            filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
            filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=file['type'],
                size=len(file['content']),

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]

#.........这里部分代码省略.........
            '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

    if ticket is None:
        t = Ticket(
            title=subject,
            queue=queue,
            submitter_email=sender_email,
            created=now,
            description=body,
            priority=priority,
        )
        t.save()
        new = True
        logger.debug("Created new ticket %s-%s" % (t.queue.slug, t.id))

    elif t.status == Ticket.CLOSED_STATUS:
        t.status = Ticket.REOPENED_STATUS
        t.save()

    f = FollowUp(
        ticket=t,
        title=_('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
        date=timezone.now(),
        public=True,
        comment=body,
    )

    if t.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})

    f.save()
    logger.debug("Created new FollowUp for Ticket")

    if six.PY2:
        logger.info(("[%s-%s] %s" % (t.queue.slug, t.id, t.title,)).encode('ascii', 'replace'))
    elif six.PY3:
        logger.info("[%s-%s] %s" % (t.queue.slug, t.id, t.title,))

    for file in files:
        if file['content']:
            if six.PY2:
                filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
            elif six.PY3:

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]

#.........这里部分代码省略.........
            '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
        t.save()

    f = FollowUp(
        ticket = t,
        title = _('E-Mail Received from %(sender_email)s' % {'sender_email': sender_email}),
        date = datetime.now(),
        public = True,
        comment = body,
    )

    if t.status == Ticket.REOPENED_STATUS:
        f.new_status = Ticket.REOPENED_STATUS
        f.title = _('Ticket Re-Opened by E-Mail Received from %(sender_email)s' % {'sender_email': sender_email})

    f.save()

    if not quiet:
        logger.info(" [%s-%s] %s%s" % (t.queue.slug, t.id, t.title, update)).encode('ascii', 'replace')

    for file in files:
        if file['content']:
            filename = file['filename'].encode('ascii', 'replace').replace(' ', '_')
            filename = re.sub('[^a-zA-Z0-9._-]+', '', filename)
            a = Attachment(
                followup=f,
                filename=filename,

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
    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

# 需要导入模块: from helpdesk.models import Ticket [as 别名]
# 或者: from helpdesk.models.Ticket import save [as 别名]
def process(mail):
    """
    All Actionpatterns are 
    processed and, where they match, actions are created. If this
    message is in reply to another mail any outstanding reply action
    on that mail is marked as resolved. Finally, if no action has
    been created for this email then a reply action is created.
    """
    action_created = False
    patterns = ActionPattern.objects.filter(active = True)
    for pattern in patterns:
        create_action = True
        if pattern.subject_pattern:
            expr = re.compile(pattern.subject_pattern, re.IGNORECASE)
            if expr.match(mail.subject):
                create_action = True
            else:
                create_action = False
            
        if create_action and pattern.body_pattern:
            expr = re.compile(pattern.body_pattern, re.IGNORECASE)
            if expr.match(mail.body):
                create_action = True
            else:
                create_action = False
        
        if create_action and pattern.from_pattern:
            expr = re.compile(pattern.from_pattern, re.IGNORECASE)
            if expr.match(mail.fromParticipant):
                create_action = True
            else:
                create_action = False
                
        if create_action:
            ticket = Ticket(title = pattern.action_title,
                            description = pattern.action_description, 
                            queue = pattern.action_queue,
                            created = datetime.now(),
                            status = Ticket.OPEN_STATUS,
                            priority = pattern.action_priority)
            ticket.save()
            mail.action.add(ticket)
            action_created = True
    
    if not action_created:
        queue = Queue.objects.get(pk=1)
        # if this is in reply to another mail we already have, flag other mail as replied to
        if mail.backlink is not None:
            if Message.objects.filter(messageID = mail.backlink).count() > 0:
                repliedTo = Message.objects.filter(messageID = mail.backlink)[0]
                repliedTo.record_reply_received(mail)
        
        # if this mail doesn't already have a reply then set an action to check for one
        id = mail.messageID
        emails = Message.objects.all()
        replies = Message.objects.filter(backlink = id).count()
        if replies == 0:
            description = "Check that the email has received a reply if necessary."
            ticket = Ticket(title = "Reply needed for '" + mail.subject + "'",
                            description = description, 
                            queue = queue,
                            created = datetime.now(),
                            status = Ticket.OPEN_STATUS,
                            priority = 3)
            ticket.save()
            mail.action.add(ticket)