Allow to track queue change in follow-ups

helpdesk/models.py

@@ -1006,36 +1006,61 @@ def time_spent_formated(self):
 
     def time_spent_calculation(self):
         "Returns timedelta according to rules settings."
+
+        open_hours = helpdesk_settings.FOLLOWUP_TIME_SPENT_OPENING_HOURS
+        holidays = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS
+        exclude_statuses = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES
+        exclude_queues = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES
+
+        # queryset for this ticket previous follow-ups
+        prev_fup_qs = self.ticket.followup_set.all()
+        if self.id:
+            # if the follow-up exist in DB, only keep previous follow-ups
+            prev_fup_qs = prev_fup_qs.filter(date__lt=self.date)
+
+        # handle exclusions
+
+        # extract previous status from follow-up or ticket for exclusion check
+        if exclude_statuses:
+            try:
+                prev_fup = prev_fup_qs.latest("date")
+                prev_status = prev_fup.new_status
+            except ObjectDoesNotExist:
+                prev_status = self.ticket.status
+
+            # don't calculate status exclusions
+            if prev_status in exclude_statuses:
+                return datetime.timedelta(seconds=0)
+
+        # find the previous queue for exclusion check
+        if exclude_queues:
+            try:
+                prev_fup_ids = prev_fup_qs.values_list('id', flat=True)
+                prev_queue_change = TicketChange.objects.filter(followup_id__in=prev_fup_ids,
+                                                                field=_('Queue')).latest('id')
+                prev_queue = Queue.objects.get(pk=prev_queue_change.new_value)
+                prev_queue_slug = prev_queue.slug
+            except ObjectDoesNotExist:
+                prev_queue_slug = self.ticket.queue.slug
+
+            # don't calculate queue exclusions
+            if prev_queue_slug in exclude_queues:
+                return datetime.timedelta(seconds=0)
+
+        # no exclusion found
+
+        time_spent_seconds = 0
 
         # extract earliest from previous follow-up or ticket
         try:
-            prev_fup_qs = self.ticket.followup_set.all()
-            if self.id:
-                prev_fup_qs = prev_fup_qs.filter(id__lt=self.id)
             prev_fup = prev_fup_qs.latest("date")
             earliest = prev_fup.date
         except ObjectDoesNotExist:
             earliest = self.ticket.created
 
-        # extract previous status from follow-up or ticket
-        try:
-            prev_fup_qs = self.ticket.followup_set.exclude(new_status__isnull=True)
-            if self.id:
-                prev_fup_qs = prev_fup_qs.filter(id__lt=self.id)
-            prev_fup = prev_fup_qs.latest("date")
-            prev_status = prev_fup.new_status
-        except ObjectDoesNotExist:
-            prev_status = self.ticket.status
-
         # latest time is current follow-up date
         latest = self.date
 
-        time_spent_seconds = 0
-        open_hours = helpdesk_settings.FOLLOWUP_TIME_SPENT_OPENING_HOURS
-        holidays = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_HOLIDAYS
-        exclude_statuses = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_STATUSES
-        exclude_queues = helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES
-
         # split time interval by days
         days = latest.toordinal() - earliest.toordinal()
         for day in range(days + 1):
@@ -1054,9 +1079,7 @@ def time_spent_calculation(self):
                 start_day_time = middle_day_time.replace(hour=0, minute=0, second=0)
                 end_day_time = middle_day_time.replace(hour=23, minute=59, second=59, microsecond=999999)
 
-            if (start_day_time.strftime("%Y-%m-%d") not in holidays and
-                prev_status not in exclude_statuses and
-                self.ticket.queue.slug not in exclude_queues):
+            if start_day_time.strftime("%Y-%m-%d") not in holidays:
                 time_spent_seconds += daily_time_spent_calculation(start_day_time, end_day_time, open_hours)
 
         return datetime.timedelta(seconds=time_spent_seconds)

helpdesk/templates/helpdesk/ticket.html

@@ -150,6 +150,9 @@ <h5 class="mb-1">{{ followup.title|num_to_link }}</h5>
                 <dt><label for='id_priority'>{% trans "Priority" %}</label></dt>
                 <dd><select id='id_priority' name='priority'>{% for p in priorities %}{% if p.0 == ticket.priority %}<option value='{{ p.0 }}' selected='selected'>{{ p.1 }}</option>{% else %}<option value='{{ p.0 }}'>{{ p.1 }}</option>{% endif %}{% endfor %}</select></dd>
 
+                <dt><label for='id_queue'>{% trans "Queue" %}</label></dt>
+                <dd><select id='id_queue' name='queue'>{% for queue_id, queue_name in queues %}<option value='{{ queue_id }}'{% if queue_id == ticket.queue.id %} selected{% endif %}>{{ queue_name }}</option>{% endfor %}</select></dd>
+
                 <dt><label for='id_due_date'>{% trans "Due on" %}</label></dt>
                 <dd>{{ form.due_date }}</dd>
 

helpdesk/tests/test_ticket_actions.py

@@ -7,6 +7,7 @@
 from helpdesk.models import CustomField, Queue, Ticket
 from helpdesk.templatetags.ticket_to_link import num_to_link
 from helpdesk.user import HelpdeskUser
+from django.utils.translation import gettext_lazy as _
 
 
 try:  # python 3
@@ -323,3 +324,46 @@ def test_merge_tickets(self):
                          ticket_1_follow_up, ticket_2_follow_up])
         self.assertEqual(list(ticket_1.ticketcc_set.all()),
                          [ticket_1_cc, ticket_2_cc])
+
+    def test_update_ticket_queue(self):
+        """Tests whether user can change the queue in the Respond to this ticket section."""
+
+        # log user in
+        self.loginUser()
+
+        # create ticket
+        initial_data = {
+            'title': 'Queue change ticket test',
+            'queue': self.queue_public,
+            'assigned_to': self.user,
+            'status': Ticket.OPEN_STATUS,
+        }
+        ticket = Ticket.objects.create(**initial_data)
+        ticket_id = ticket.id
+
+        # initial queue
+        self.assertEqual(ticket.queue, self.queue_public)
+
+        # POST first follow-up with new queue
+        new_queue = Queue.objects.create(
+            title='New Queue',
+            slug='newqueue',
+        )
+        post_data = {
+            'comment': 'first follow-up in new queue',
+            'queue': str(new_queue.id),
+        }
+        response = self.client.post(reverse('helpdesk:update',
+                                    kwargs={'ticket_id': ticket_id}),
+                                    post_data)
+
+        # queue was correctly modified
+        ticket.refresh_from_db()
+        self.assertEqual(ticket.queue, new_queue)
+
+        # ticket change was saved
+        latest_fup = ticket.followup_set.latest('date')
+        latest_ticketchange = latest_fup.ticketchange_set.latest('id')
+        self.assertEqual(latest_ticketchange.field, _('Queue'))
+        self.assertEqual(int(latest_ticketchange.old_value), self.queue_public.id)
+        self.assertEqual(int(latest_ticketchange.new_value), new_queue.id)

helpdesk/tests/test_time_spent_auto.py

@@ -2,7 +2,10 @@
 from datetime import datetime, timedelta
 from django.contrib.auth.hashers import make_password
 from django.contrib.auth.models import User
+from django.contrib.auth import get_user_model
 from django.test import TestCase, override_settings
+from django.test.client import Client
+from django.urls import reverse
 from helpdesk.models import FollowUp, Queue, Ticket
 from helpdesk import settings as helpdesk_settings
 import uuid
@@ -33,6 +36,21 @@ def setUp(self):
             is_active=True
         )
 
+        self.client = Client()
+
+
+    def loginUser(self, is_staff=True):
+        """Create a staff user and login"""
+        User = get_user_model()
+        self.user = User.objects.create(
+            username='User_1',
+            is_staff=is_staff,
+        )
+        self.user.set_password('pass')
+        self.user.save()
+        self.client.login(username='User_1', password='pass')
+
+
     def test_add_two_followups_time_spent_auto(self):
         """Tests automatic time_spent calculation."""
         # activate automatic calculation
@@ -251,4 +269,57 @@ def test_followup_time_spent_auto_exclude_queues(self):
         self.assertEqual(ticket.time_spent.total_seconds(), 0.0)
 
         # Remove queues exclusion
+        helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES = ()
+
+    def test_http_followup_time_spent_auto_exclude_queues(self):
+        """Tests automatic time_spent calculation queues exclusion with client"""
+
+        # activate automatic calculation
+        helpdesk_settings.FOLLOWUP_TIME_SPENT_AUTO = True
+        helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES = ('stop1', 'stop2')
+
+        # make staff user
+        self.loginUser()
+
+        # create queues
+        queues_sequence = ('new', 'stop1', 'resume1', 'stop2', 'resume2', 'end')
+        queues = dict()
+        for slug in queues_sequence:
+            queues[slug] = Queue.objects.create(
+                title=slug,
+                slug=slug,
+            )
+
+        # create ticket
+        initial_data = {
+            'title': 'Queue change ticket test',
+            'queue': queues['new'],
+            'assigned_to': self.user,
+            'status': Ticket.OPEN_STATUS,
+            'created': datetime.strptime('2024-04-09T08:00:00+00:00', "%Y-%m-%dT%H:%M:%S%z")
+        }
+        ticket = Ticket.objects.create(**initial_data)
+
+        # create a change queue follow-up every hour
+        # first follow-up created at the same time of the ticket without queue change
+        # new --1h--> stop1 --0h--> resume1 --1h--> stop2 --0h--> resume2 --1h--> end
+        for (i, queue) in enumerate(queues_sequence):
+            # create follow-up
+            post_data = {
+                'comment': 'ticket in queue {}'.format(queue),
+                'queue': queues[queue].id,
+            }
+            response = self.client.post(reverse('helpdesk:update', kwargs={
+                                        'ticket_id': ticket.id}), post_data)
+            latest_fup = ticket.followup_set.latest('id')
+            latest_fup.date = ticket.created + timedelta(hours=i)
+            latest_fup.time_spent = None
+            latest_fup.save()
+
+        # total ticket time for followups is 5 hours
+        self.assertEqual(latest_fup.date - ticket.created, timedelta(hours=5))
+        # calculated time spent with 2 hours exclusion is 3 hours
+        self.assertEqual(ticket.time_spent.total_seconds(), timedelta(hours=3).total_seconds())
+
+        # remove queues exclusion
         helpdesk_settings.FOLLOWUP_TIME_SPENT_EXCLUDE_QUEUES = ()

helpdesk/update_ticket.py

@@ -200,6 +200,7 @@ def update_ticket(
         owner=-1,
         ticket_title=None,
         priority=-1,
+        queue=-1,
         new_status=None,
         time_spent=None,
         due_date=None,
@@ -213,6 +214,8 @@ def update_ticket(
         title = ticket.title
     if priority == -1:
         priority = ticket.priority
+    if queue == -1:
+        queue = ticket.queue.id
     if new_status is None:
         new_status = ticket.status
     if new_checklists is None:
@@ -302,6 +305,14 @@ def update_ticket(
         c.save()
         ticket.priority = priority
 
+    if queue != ticket.queue.id:
+        c = f.ticketchange_set.create(
+            field=_('Queue'),
+            old_value=ticket.queue.id,
+            new_value=queue,
+        )
+        ticket.queue_id = queue
+
     if due_date != ticket.due_date:
         c = TicketChange(
             followup=f,

helpdesk/views/staff.py

@@ -428,6 +428,7 @@ def view_ticket(request, ticket_id):
         'form': form,
         'active_users': users,
         'priorities': Ticket.PRIORITY_CHOICES,
+        'queues': queue_choices,
         'preset_replies': PreSetReply.objects.filter(
             Q(queues=ticket.queue) | Q(queues__isnull=True)),
         'ticketcc_string': ticketcc_string,
@@ -566,6 +567,7 @@ def update_ticket_view(request, ticket_id, public=False):
     title = request.POST.get('title', '')
     owner = int(request.POST.get('owner', -1))
     priority = int(request.POST.get('priority', ticket.priority))
+    queue = int(request.POST.get('queue', ticket.queue.id))
 
     # Check if a change happened on checklists
     new_checklists = {}
@@ -589,6 +591,7 @@ def update_ticket_view(request, ticket_id, public=False):
         new_status == ticket.status,
         title == ticket.title,
         priority == int(ticket.priority),
+        queue == int(ticket.queue.id),
         due_date == ticket.due_date,
         (owner == -1) or (not owner and not ticket.assigned_to) or
         (owner and User.objects.get(id=owner) == ticket.assigned_to),
@@ -605,6 +608,7 @@ def update_ticket_view(request, ticket_id, public=False):
         public = request.POST.get('public', False),
         owner = int(request.POST.get('owner', -1)),
         priority = int(request.POST.get('priority', -1)),
+        queue = int(request.POST.get('queue', -1)),
         new_status = new_status,
         time_spent = get_time_spent_from_request(request),
         due_date = get_due_date_from_request_or_ticket(request, ticket),