Source code for helpdesk.views

__copyright__ = "Copyright © Stichting SciPost (SciPost Foundation)"
__license__ = "AGPL v3"


from django.contrib import messages
from django.contrib.auth.mixins import LoginRequiredMixin, UserPassesTestMixin
from django.contrib.auth.models import User
from django.contrib.contenttypes.models import ContentType
from django.shortcuts import get_object_or_404, redirect
from django.urls import reverse_lazy
from django.utils import timezone
from django.views.generic.detail import DetailView
from django.views.generic.edit import CreateView, UpdateView, DeleteView
from django.views.generic.list import ListView

from guardian.mixins import PermissionRequiredMixin
from guardian.shortcuts import (
    assign_perm,
    remove_perm,
    get_users_with_perms,
    get_groups_with_perms,
    get_objects_for_user,
)
from scipost.mixins import PermissionsMixin

from .constants import (
    TICKET_STATUS_UNASSIGNED,
    TICKET_STATUS_ASSIGNED,
    TICKET_STATUS_PICKEDUP,
    TICKET_STATUS_PASSED_ON,
    TICKET_STATUS_AWAITING_RESPONSE_ASSIGNEE,
    TICKET_STATUS_AWAITING_RESPONSE_USER,
    TICKET_STATUS_RESOLVED,
    TICKET_STATUS_CLOSED,
    TICKET_FOLLOWUP_ACTION_UPDATE,
    TICKET_FOLLOWUP_ACTION_RESPONDED_TO_USER,
    TICKET_FOLLOWUP_ACTION_USER_RESPONDED,
    TICKET_FOLLOWUP_ACTION_MARK_RESOLVED,
    TICKET_FOLLOWUP_ACTION_MARK_CLOSED,
)
from .models import Queue, Ticket, Followup
from .forms import QueueForm, TicketForm, TicketAssignForm, FollowupForm

from mails.utils import DirectMailUtil


class HelpdeskView(LoginRequiredMixin, ListView):
    model = Ticket
    template_name = "helpdesk/helpdesk.html"

    def get_queryset(self):
        return get_objects_for_user(
            self.request.user, "helpdesk.can_view_ticket"
        ).assigned_to_others(self.request.user)

    def get_context_data(self, *args, **kwargs):
        context = super().get_context_data(*args, **kwargs)
        context["managed_queues"] = get_objects_for_user(
            self.request.user, "helpdesk.can_manage_queue"
        ).anchors()
        context["visible_queues"] = get_objects_for_user(
            self.request.user, "helpdesk.can_view_queue"
        ).anchors()
        return context


class QueueCreateView(PermissionsMixin, CreateView):
    """
    Add a new Queue. Accessible to users with permission: can_add_queue.
    """

    permission_required = "helpdesk.add_queue"
    model = Queue
    form_class = QueueForm
    template_name = "helpdesk/queue_form.html"

    def get_initial(self, *args, **kwargs):
        initial = super().get_initial(*args, **kwargs)
        parent_slug = self.kwargs.get("parent_slug")
        if parent_slug:
            parent_queue = get_object_or_404(Queue, slug=parent_slug)
            initial.update(
                {
                    "managing_group": parent_queue.managing_group,
                    "response_groups": parent_queue.response_groups.all(),
                    "parent_queue": parent_queue,
                }
            )
        return initial

    def form_valid(self, form):
        """
        Assign appropriate object-level permissions to managing and response groups.
        """
        self.object = form.save()
        assign_perm(
            "can_manage_queue", form.cleaned_data["managing_group"], self.object
        )
        assign_perm(
            "can_handle_queue", form.cleaned_data["managing_group"], self.object
        )
        assign_perm("can_view_queue", form.cleaned_data["managing_group"], self.object)
        for group in form.cleaned_data["response_groups"].all():
            assign_perm("can_handle_queue", group, self.object)
            assign_perm("can_view_queue", group, self.object)
        return super().form_valid(form)


class QueueUpdateView(PermissionRequiredMixin, UpdateView):
    permission_required = "helpdesk.can_manage_queue"
    model = Queue
    form_class = QueueForm
    template_name = "helpdesk/queue_form.html"

    def form_valid(self, form):
        """
        Update object-level permissions: remove all existing, then reassign.
        """
        groups_perms_dict = get_groups_with_perms(self.object, attach_perms=True)
        for group, perms_list in groups_perms_dict.items():
            for perm in perms_list:
                remove_perm(perm, group, self.object)
        assign_perm(
            "can_manage_queue", form.cleaned_data["managing_group"], self.object
        )
        assign_perm(
            "can_handle_queue", form.cleaned_data["managing_group"], self.object
        )
        assign_perm("can_view_queue", form.cleaned_data["managing_group"], self.object)
        for group in form.cleaned_data["response_groups"].all():
            assign_perm("can_handle_queue", group, self.object)
            assign_perm("can_view_queue", group, self.object)
        return super().form_valid(form)


class QueueDeleteView(PermissionRequiredMixin, DeleteView):
    permission_required = "helpdesk.can_manage_queue"
    model = Queue
    success_url = reverse_lazy("helpdesk:helpdesk")

    def delete(self, request, *args, **kwargs):
        """
        A Queue can only be deleted if it has no descendant Queues.
        Upon deletion, all object-level permissions associated to the
        Queue are explicitly removed, to avoid orphaned permissions.
        """
        queue = get_object_or_404(Queue, slug=self.kwargs.get("slug"))
        groups_perms_dict = get_groups_with_perms(queue, attach_perms=True)
        if queue.sub_queues.all().count() > 0:
            messages.warning(request, "A Queue with sub-queues cannot be deleted.")
            return redirect(queue.get_absolute_url())
        for group, perms_list in groups_perms_dict.items():
            for perm in perms_list:
                remove_perm(perm, group, queue)
        return super().delete(request, *args, **kwargs)


class QueueDetailView(PermissionRequiredMixin, DetailView):
    permission_required = "helpdesk.can_view_queue"
    model = Queue
    template_name = "helpdesk/queue_detail.html"

    def get_context_data(self, *args, **kwargs):
        context = super().get_context_data(*args, **kwargs)
        context["users_with_perms"] = get_users_with_perms(self.object)
        return context


class TicketCreateView(LoginRequiredMixin, CreateView):
    model = Ticket
    form_class = TicketForm
    template_name = "helpdesk/ticket_form.html"

    def get_context_data(self, *args, **kwargs):
        context = super().get_context_data(*args, **kwargs)
        concerning_type_id = self.kwargs.get("concerning_type_id")
        concerning_object_id = self.kwargs.get("concerning_object_id")
        if concerning_type_id and concerning_object_id:
            concerning_object_type = ContentType.objects.get_for_id(concerning_type_id)
            concerning_object = concerning_object_type.get_object_for_this_type(
                pk=concerning_object_id
            )
            context["concerning_object"] = concerning_object
        return context

    def get_initial(self, *args, **kwargs):
        initial = super().get_initial(*args, **kwargs)
        initial.update(
            {
                "defined_on": timezone.now(),
                "defined_by": self.request.user,
                "status": TICKET_STATUS_UNASSIGNED,
            }
        )
        try:
            concerning_type_id = self.kwargs.get("concerning_type_id")
            concerning_object_id = self.kwargs.get("concerning_object_id")
            if concerning_type_id and concerning_object_id:
                concerning_object_type = ContentType.objects.get_for_id(
                    concerning_type_id
                )
                initial.update(
                    {
                        "concerning_object_type": concerning_object_type,
                        "concerning_object_id": concerning_object_id,
                    }
                )
        except KeyError:
            pass

        return initial


class TicketUpdateView(UserPassesTestMixin, UpdateView):
    model = Ticket
    form_class = TicketForm
    template_name = "helpdesk/ticket_form.html"

    def test_func(self):
        ticket = get_object_or_404(Ticket, pk=self.kwargs.get("pk"))
        return self.request.user.groups.filter(
            name=ticket.queue.managing_group.name
        ).exists()

    def form_valid(self, form):
        ticket = get_object_or_404(Ticket, pk=self.kwargs.get("pk"))
        text = "Ticket updated by %s" % (self.request.user.get_full_name())
        followup = Followup(
            ticket=ticket,
            text=text,
            by=self.request.user,
            timestamp=timezone.now(),
            action=TICKET_FOLLOWUP_ACTION_UPDATE,
        )
        followup.save()
        return super().form_valid(form)


class TicketDeleteView(UserPassesTestMixin, DeleteView):
    model = Ticket
    success_url = reverse_lazy("helpdesk:helpdesk")

    def test_func(self):
        ticket = get_object_or_404(Ticket, pk=self.kwargs.get("pk"))
        return self.request.user.groups.filter(
            name=ticket.queue.managing_group.name
        ).exists()


class TicketAssignView(UserPassesTestMixin, UpdateView):
    model = Ticket
    form_class = TicketAssignForm
    template_name = "helpdesk/ticket_assign.html"

    def test_func(self):
        ticket = get_object_or_404(Ticket, pk=self.kwargs.get("pk"))
        return self.request.user.groups.filter(
            name=ticket.queue.managing_group.name
        ).exists()

    def form_valid(self, form):
        self.object.status = TICKET_STATUS_ASSIGNED
        return super().form_valid(form)


def is_ticket_creator_or_handler(request, pk):
    """Details of a ticket can only be viewed by ticket creator, or handlers."""
    ticket = get_object_or_404(Ticket, pk=pk)
    if request.user == ticket.defined_by:
        return True
    elif request.user.has_perm("can_view_queue", ticket.queue):
        return True
    elif request.user.has_perm("can_view_ticket", ticket):
        return True
    return False


class TicketDetailView(UserPassesTestMixin, DetailView):
    model = Ticket
    template_name = "helpdesk/ticket_detail.html"

    def test_func(self):
        return self.request.user.is_authenticated and is_ticket_creator_or_handler(
            self.request, self.kwargs.get("pk")
        )


class TicketFollowupView(UserPassesTestMixin, CreateView):
    model = Followup
    form_class = FollowupForm
    template_name = "helpdesk/followup_form.html"

    def test_func(self):
        return self.request.user.is_authenticated and is_ticket_creator_or_handler(
            self.request, self.kwargs.get("pk")
        )

    def get_initial(self):
        initial = super().get_initial()
        ticket = get_object_or_404(Ticket, pk=self.kwargs.get("pk"))
        if self.request.user == ticket.defined_by:
            action = TICKET_FOLLOWUP_ACTION_USER_RESPONDED
        else:
            action = TICKET_FOLLOWUP_ACTION_RESPONDED_TO_USER
        initial.update(
            {
                "ticket": ticket,
                "by": self.request.user,
                "timestamp": timezone.now(),
                "action": action,
            }
        )
        return initial

    def form_valid(self, form):
        ticket = form.cleaned_data["ticket"]
        if self.request.user == ticket.defined_by:
            ticket.status = TICKET_STATUS_AWAITING_RESPONSE_ASSIGNEE
        else:
            ticket.status = TICKET_STATUS_AWAITING_RESPONSE_USER
        ticket.save()
        self.object = form.save()
        queue_managers = User.objects.filter(
            groups__name=ticket.queue.managing_group.name
        )
        bcc_emails = [k["email"] for k in list(queue_managers.all().values("email"))]
        if ticket.assigned_to and ticket.assigned_to.email not in bcc_emails:
            bcc_emails.append(ticket.assigned_to.email)
        mail_sender = DirectMailUtil(
            "helpdesk/followup_on_ticket",
            delayed_processing=False,
            bcc=bcc_emails,
            followup=self.object,
        )
        mail_sender.send_mail()
        return redirect(self.get_success_url())


class TicketMarkResolved(TicketFollowupView):
    def get_initial(self):
        initial = super().get_initial()
        text = "%s %s marked this ticket as Resolved." % (
            self.request.user.first_name,
            self.request.user.last_name,
        )
        initial.update({"text": text, "action": TICKET_FOLLOWUP_ACTION_MARK_RESOLVED})
        return initial

    def form_valid(self, form):
        ticket = form.cleaned_data["ticket"]
        ticket.status = TICKET_STATUS_RESOLVED
        ticket.save()
        self.object = form.save()
        return redirect(self.get_success_url())


class TicketMarkClosed(TicketFollowupView):
    def get_initial(self):
        initial = super().get_initial()
        text = "%s %s marked this ticket as Closed." % (
            self.request.user.first_name,
            self.request.user.last_name,
        )
        initial.update({"text": text, "action": TICKET_FOLLOWUP_ACTION_MARK_CLOSED})
        return initial

    def form_valid(self, form):
        ticket = form.cleaned_data["ticket"]
        ticket.status = TICKET_STATUS_CLOSED
        ticket.save()
        self.object = form.save()
        return redirect(self.get_success_url())