Emit a signal when a ticket is updated

docs/webhooks.rst

@@ -10,3 +10,29 @@ You can register webhooks to allow third party apps to be notified of helpdesk e
 3. You can optionally set ``HELPDESK_WEBHOOK_TIMEOUT`` which defaults to 3 seconds. Warning, however, webhook requests are sent out sychronously on ticket update. If your webhook handling server is too slow, you should fix this rather than causing helpdesk freezes by messing with this variable.
 
 Once these URLs are configured, a serialized copy of the ticket object will be posted to each of these URLs each time a ticket is created or followed up on respectively.
+
+
+Signals
+--------------
+
+Webhooks are triggered through `Django Signals <https://docs.djangoproject.com/en/stable/topics/signals/>_`.
+
+The two available signals are:
+  - new_ticket_done
+  - update_ticket_done
+
+You have the opportunity to listen to those in your project if you have post processing workflows outside of webhooks::
+
+
+  from django.dispatch import receiver
+  from helpdesk.signals import new_ticket_done, update_ticket_done
+
+  @receiver(new_ticket_done)
+  def process_new_ticket(sender, ticket, **kwargs):
+      "Triggers this code when a ticket is created."
+      pass
+
+  @receiver(update_ticket_done)
+  def process_followup_update(sender, followup, **kwargs):
+      "Triggers this code when a follow-up is created."
+      pass

helpdesk/email.py

@@ -21,10 +21,10 @@
 from email.utils import getaddresses
 from email_reply_parser import EmailReplyParser
 from helpdesk import settings
-from helpdesk import webhooks
 from helpdesk.exceptions import DeleteIgnoredTicketException, IgnoreTicketException
 from helpdesk.lib import process_attachments, safe_template_context
 from helpdesk.models import FollowUp, IgnoreEmail, Queue, Ticket
+from helpdesk.signals import new_ticket_done, update_ticket_done
 import imaplib
 import logging
 import mimetypes
@@ -617,8 +617,12 @@ def create_object_from_email_message(message, ticket_id, payload, files, logger)
             "Message seems to be auto-reply, not sending any emails back to the sender")
     else:
         send_info_email(message_id, f, ticket, context, queue, new)
-    if not new:
-        webhooks.notify_followup_webhooks(f)
+    if new:
+        # emit signal when a new ticket is created
+        new_ticket_done.send(sender="create_object_from_email_message", ticket=ticket)
+    else:
+        # emit signal with followup when the ticket is updated
+        update_ticket_done.send(sender="create_object_from_email_message", followup=f)
     return ticket
 
 

helpdesk/forms.py

@@ -36,6 +36,7 @@
     CUSTOMFIELD_TO_FIELD_DICT
 )
 from helpdesk.validators import validate_file_extension
+from helpdesk.signals import new_ticket_done
 import logging
 
 
@@ -418,6 +419,10 @@ def save(self, user):
         followup.save()
 
         files = self._attach_files_to_follow_up(followup)
+
+        # emit signal when the TicketForm.save is done
+        new_ticket_done.send(sender="TicketForm", ticket=ticket)
+
         self._send_messages(ticket=ticket,
                             queue=queue,
                             followup=followup,
@@ -507,6 +512,10 @@ def save(self, user):
         followup.save()
 
         files = self._attach_files_to_follow_up(followup)
+
+        # emit signal when the PublicTicketForm.save is done
+        new_ticket_done.send(sender="PublicTicketForm", ticket=ticket)
+
         self._send_messages(ticket=ticket,
                             queue=queue,
                             followup=followup,

helpdesk/models.py

@@ -11,7 +11,6 @@
 from .lib import format_time_spent, convert_value, daily_time_spent_calculation
 from .templated_email import send_templated_mail
 from .validators import validate_file_extension
-from .webhooks import send_new_ticket_webhook
 import datetime
 from django.conf import settings
 from django.contrib.auth import get_user_model
@@ -644,8 +643,6 @@ def send(role, recipient):
         if self.queue.enable_notifications_on_email_events:
             for cc in self.ticketcc_set.all():
                 send('ticket_cc', cc.email_address)
-        if "new_ticket_cc" in roles:
-            send_new_ticket_webhook(self)
         return recipients
 
     def _get_assigned_to(self):

helpdesk/signals.py

@@ -0,0 +1,7 @@
+import django.dispatch
+
+# create a signal for *TicketForm
+new_ticket_done = django.dispatch.Signal()
+
+# create a signal for ticket_update view
+update_ticket_done = django.dispatch.Signal()

helpdesk/update_ticket.py

@@ -15,8 +15,8 @@
     FollowUp,
     Ticket,
     TicketCC,
-    TicketChange,
 )
+from helpdesk.signals import update_ticket_done
 
 User = get_user_model()
 
@@ -268,41 +268,33 @@ def update_ticket(
     files = process_attachments(f, files) if files else []
 
     if ticket_title and ticket_title != ticket.title:
-        c = TicketChange(
-            followup=f,
+        c = f.ticketchange_set.create(
             field=_('Title'),
             old_value=ticket.title,
             new_value=ticket_title,
         )
-        c.save()
         ticket.title = ticket_title
 
     if new_status != old_status:
-        c = TicketChange(
-            followup=f,
+        c = f.ticketchange_set.create(
             field=_('Status'),
             old_value=old_status_str,
             new_value=ticket.get_status_display(),
         )
-        c.save()
 
     if ticket.assigned_to != old_owner:
-        c = TicketChange(
-            followup=f,
+        c = f.ticketchange_set.create(
             field=_('Owner'),
             old_value=old_owner,
             new_value=ticket.assigned_to,
         )
-        c.save()
 
     if priority != ticket.priority:
-        c = TicketChange(
-            followup=f,
+        c = f.ticketchange_set.create(
             field=_('Priority'),
             old_value=ticket.priority,
             new_value=priority,
         )
-        c.save()
         ticket.priority = priority
 
     if queue != ticket.queue.id:
@@ -314,13 +306,11 @@ def update_ticket(
         ticket.queue_id = queue
 
     if due_date != ticket.due_date:
-        c = TicketChange(
-            followup=f,
+        c = f.ticketchange_set.create(
             field=_('Due on'),
             old_value=ticket.due_date,
             new_value=due_date,
         )
-        c.save()
         ticket.due_date = due_date
 
     for checklist in ticket.checklists.all():
@@ -397,8 +387,9 @@ def update_ticket(
     ))
     ticket.save()
 
-    from helpdesk.webhooks import notify_followup_webhooks
-    notify_followup_webhooks(f)
+    # emit signal with followup when the ticket update is done
+    # internally used for webhooks
+    update_ticket_done.send(sender="update_ticket", followup=f)
 
     # auto subscribe user if enabled
     add_staff_subscription(user, ticket)

helpdesk/webhooks.py

@@ -1,15 +1,18 @@
-from . import settings
-
 import requests
 import requests.exceptions
 import logging
+from django.dispatch import receiver
+
+from . import settings
+from .signals import new_ticket_done, update_ticket_done
 
 logger = logging.getLogger(__name__)
 
 def notify_followup_webhooks(followup):
     urls = settings.HELPDESK_GET_FOLLOWUP_WEBHOOK_URLS()
     if not urls:
         return
+
     # Serialize the ticket associated with the followup
     from .serializers import TicketSerializer
     ticket = followup.ticket
@@ -29,6 +32,11 @@ def notify_followup_webhooks(followup):
         except requests.exceptions.Timeout:
             logger.error('Timeout while sending followup webhook to %s', url)
 
+# listener is loaded via app.py HelpdeskConfig.ready()
+@receiver(update_ticket_done)
+def notify_followup_webhooks_receiver(sender, followup, **kwargs):
+    notify_followup_webhooks(followup)
+
 
 def send_new_ticket_webhook(ticket):
     urls = settings.HELPDESK_GET_NEW_TICKET_WEBHOOK_URLS()
@@ -50,3 +58,8 @@ def send_new_ticket_webhook(ticket):
             requests.post(url, json=data, timeout=settings.HELPDESK_WEBHOOK_TIMEOUT)
         except requests.exceptions.Timeout:
             logger.error('Timeout while sending new ticket webhook to %s', url)
+
+# listener is loaded via app.py HelpdeskConfig.ready()
+@receiver(new_ticket_done)
+def send_new_ticket_webhook_receiver(sender, ticket, **kwargs):
+    send_new_ticket_webhook(ticket)