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support_ticket.py
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# -*- coding: utf-8 -*-
##############################################################################
#
# OpenERP, Open Source Management Solution
# Copyright (C) 2013 Codeback Software S.L. (www.codeback.es). All Rights Reserved
# $Id$
#
# This program is free software: you can redistribute it and/or modify
# it under the terms of the GNU General Public License as published by
# the Free Software Foundation, either version 3 of the License, or
# (at your option) any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program. If not, see <http://www.gnu.org/licenses/>.
#
##############################################################################
from openerp.osv import fields,osv
from openerp.tools.translate import _
from datetime import datetime, timedelta
from decimal import Decimal
import pdb
import tor
import json
import urllib
import urllib2
class support_ticket(osv.osv):
_name = "support.ticket"
_columns = {
'email': fields.char('E-mail', size=64),
'name': fields.char('Name', size=64),
'subject': fields.char('Subject', size=512),
'body': fields.text('Body'),
'html': fields.selection([('true','True'),('false','False')], 'HTML Ticket'),
'date': fields.datetime('Date'), #Coger de OpenERP
'labels': fields.selection([('not urgent','Low Priority'),('normal','Medium Priority'), ('urgent','High Priority')],'Ticket Priority'),
'status': fields.selection([(1,'Open'),(2,'In Progress'),(3,'Closed'),(4,'Pending')],'Ticket Status'),
'identifier': fields.integer('Identifier'),
}
def run_scheduler(self, cr, uid, args, context=None):
""" Update from scheduler"""
self.update_tickets(cr, uid, args, context=context)
return True
def create(self, cr, user, vals, context=None):
# Leer datos de configutacion
config = self._get_config_data(cr,user)
if vals:
#API_KEY = "6KzviBIGDTbYPjtglKqThZaXdhMc2md"
#PROJECT_DOMAIN = "codeback"
api = tor.TorApi(config['tor_api_key'], config['tor_domain'])
# Se rellena el contenido del ticket
ticket = {}
if self._get_user_email(cr, user, context=None):
ticket["email"] = self._get_user_email(cr, user, context=None)
else:
raise osv.except_osv(_('Invalid email!'), _('Please, set your email address in your user settings page.'))
ticket["from_name"] = self._get_user(cr, user, context=None)
ticket["subject"] = vals['subject']
ticket["body"] = vals['body']
ticket["html"] = 'False' # Correo en texto plano por defecto
ticket["date"] = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
ticket["labels"] = [config['company'],vals['labels']]
pdb.set_trace()
ticket["status"] = 4
vals['date'] = datetime.now()
vals['status'] = 4
# Descomentar estas líneas para posibilitar incluir adjuntos
# poster lib required (http://pypi.python.org/pypi/poster/)
# ticket["attachment"] = "attachment.txt"
# Se crea el ticket
ticket_result = api.new_ticket(ticket)
# Se asignan los valores que no se cogen del formulario para que se muestren en la lista OpenERP
vals['identifier']=ticket_result["id"]
vals['name'] = self._get_user(cr, user, context=None)
vals['email'] = self._get_user_email(cr, user, context=None)
return super(support_ticket, self).create(cr, user, vals, context)
def update_tickets(self, cr, uid, vals, context=None):
config = self._get_config_data(cr,uid)
# Obtenemos la lista de tickets no cerrados en OpenERP
oe_ticket_list = self.get_open_tickets(cr, uid)
# Obtenemos la información de los tickets del sistema remoto
#API_KEY = "6KzviBIGDTbYPjtglKqThZaXdhMc2md"
#PROJECT_DOMAIN = "codeback"
api = tor.TorApi(config['tor_api_key'], config['tor_domain'])
tor_ticket_list = api.get_tickets(1,100)
# Actualizamos el estado de los tickets
for ticket in oe_ticket_list:
for remote_ticket in tor_ticket_list['tickets']:
if ticket.identifier == int(remote_ticket['id']):
# Actualizamos el registro con el status recuperado
current_status = int(remote_ticket['status'])
record = {
'status': current_status + 1, # Ajuste del índice para evitar el problema con el id=0
}
self.write(cr, uid, [ticket.id], record, context)
return True
def get_open_tickets(self, cr, uid):
open_tickets = self._get_objects(cr, uid, 'support.ticket')
return [st for st in open_tickets if st.status!='2']
def _get_objects(self, cr, uid, name, args=[], ids=None):
"""
Obtiene los objetos del modelo 'name'
"""
obj = self.pool.get(name)
if not ids:
ids = obj.search(cr, uid, args)
return obj.browse(cr, uid, ids)
def _get_user_email(self, cr, uid, context=None):
res={}
return self.pool.get('res.users').browse(cr, uid, uid).user_email
def _get_user(self, cr, uid, context=None):
res={}
return self.pool.get('res.users').browse(cr, uid, uid).name
def _get_config_data(self, cr, uid):
"""
Lee los datos de configutacion
"""
model_conf = self.pool.get('customer.support.settings')
args = [('selected', '=', True)]
ids = model_conf.search(cr, uid, args)
config = model_conf.browse(cr, uid, ids[0])
return {
'tor_api_key': config.tor_api_key,
'tor_domain': config.tor_domain,
'company': config.company
}
support_ticket()
class customer_support_settings(osv.osv):
_name = "customer.support.settings"
_columns = {
'name': fields.char('Name', size=64, required=True),
'tor_api_key' : fields.char('ToR API Key', size=64, required=True),
'tor_domain' : fields.char('ToR Domain', size=64, required=True),
'company' : fields.char('Short Company Denomination', size=64, required=True),
'selected': fields.boolean('Selected'),
}
customer_support_settings()
class support_ticket_updater(osv.osv_memory):
_name= "support.ticket.updater"
_columns = {}
def run_update_tickets(self, cr, uid, ids, context=None):
""" Update stock from wizard"""
obj = self.pool.get('support.ticket')
obj.update_tickets(cr, uid, vals=None)
menu_mod = self.pool.get('ir.ui.menu')
args = [('name', '=', 'Ticket List')]
menu_ids = menu_mod.search(cr, uid, args)
return {
'name': 'Run manually',
'type': 'ir.actions.client',
'tag': 'reload',
'params': {'menu_id': menu_ids[0]},
}
support_ticket_updater()