91 lines
2.9 KiB
Python
91 lines
2.9 KiB
Python
import uuid
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from django.conf import settings
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from django.db import models
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from django.urls import reverse
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from django.utils import timezone
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class Ticket(models.Model):
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class Category(models.TextChoices):
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TECHNICAL = "technical", "Technical"
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BILLING = "billing", "Billing"
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ACCESS = "access", "Access"
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GENERAL = "general", "General"
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class Priority(models.TextChoices):
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LOW = "low", "Low"
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NORMAL = "normal", "Normal"
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HIGH = "high", "High"
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URGENT = "urgent", "Urgent"
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class Status(models.TextChoices):
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NEW = "new", "New"
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TRIAGE = "triage", "In triage"
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WAITING = "waiting", "Waiting on requester"
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RESOLVED = "resolved", "Resolved"
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public_id = models.UUIDField(default=uuid.uuid4, editable=False, unique=True)
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requester_name = models.CharField(max_length=120)
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requester_email = models.EmailField()
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subject = models.CharField(max_length=180)
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description = models.TextField()
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category = models.CharField(max_length=24, choices=Category.choices, default=Category.GENERAL)
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priority = models.CharField(max_length=16, choices=Priority.choices, default=Priority.NORMAL)
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status = models.CharField(max_length=24, choices=Status.choices, default=Status.NEW)
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assigned_to = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="assigned_tickets",
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)
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created_at = models.DateTimeField(default=timezone.now)
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updated_at = models.DateTimeField(auto_now=True)
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class Meta:
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ordering = ["-updated_at", "-created_at"]
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indexes = [
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models.Index(fields=["status", "priority"]),
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models.Index(fields=["created_at"]),
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models.Index(fields=["public_id"]),
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]
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def __str__(self):
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return f"#{self.pk or 'new'} {self.subject}"
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def get_absolute_url(self):
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return reverse("ticket_detail", kwargs={"public_id": self.public_id})
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@property
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def ticket_number(self):
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if not self.pk:
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return "SUP-new"
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return f"SUP-{self.pk:04d}"
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@property
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def is_open(self):
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return self.status != self.Status.RESOLVED
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class TicketReply(models.Model):
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ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name="replies")
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author_name = models.CharField(max_length=120)
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author_email = models.EmailField(blank=True)
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author_user = models.ForeignKey(
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settings.AUTH_USER_MODEL,
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null=True,
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blank=True,
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on_delete=models.SET_NULL,
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related_name="ticket_replies",
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)
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body = models.TextField()
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is_staff_reply = models.BooleanField(default=False)
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created_at = models.DateTimeField(default=timezone.now)
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class Meta:
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ordering = ["created_at"]
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def __str__(self):
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return f"Reply by {self.author_name} on {self.ticket.ticket_number}"
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