from django.contrib import admin, messages from django.utils import timezone from django.db.models import Count, Q from datetime import timedelta from .models import Ticket, TicketComment, TicketAttachment, TicketAudit from .models import SupportService # ---------- Inlines ---------- class TicketCommentInline(admin.TabularInline): model = TicketComment extra = 0 fields = ("author", "message", "is_internal", "created_at") readonly_fields = ("created_at",) class TicketAttachmentInline(admin.TabularInline): model = TicketAttachment extra = 0 fields = ("file", "uploaded_by", "created_at") readonly_fields = ("created_at",) # ---------- Custom List Filters ---------- class HasAssigneeFilter(admin.SimpleListFilter): title = "Assigned?" parameter_name = "has_assignee" def lookups(self, request, model_admin): return (("yes", "Assigned"), ("no", "Unassigned"),) def queryset(self, request, queryset): if self.value() == "yes": return queryset.filter(assignee__isnull=False) if self.value() == "no": return queryset.filter(assignee__isnull=True) return queryset class HasOrderIdFilter(admin.SimpleListFilter): title = "Has Order ID?" parameter_name = "has_order" def lookups(self, request, model_admin): return (("yes", "With Order ID"), ("no", "Without Order ID"),) def queryset(self, request, queryset): if self.value() == "yes": return queryset.exclude(order_id__isnull=True).exclude(order_id__exact="") if self.value() == "no": return queryset.filter(Q(order_id__isnull=True) | Q(order_id__exact="")) return queryset class HasFirstResponseFilter(admin.SimpleListFilter): title = "First Response?" parameter_name = "first_resp" def lookups(self, request, model_admin): return (("done", "Has first response"), ("pending", "Not responded yet"),) def queryset(self, request, queryset): if self.value() == "done": return queryset.exclude(first_response_at__isnull=True) if self.value() == "pending": return queryset.filter(first_response_at__isnull=True) return queryset class AgeBucketFilter(admin.SimpleListFilter): """ Buckets by ticket age since created_at. """ title = "Age" parameter_name = "age" def lookups(self, request, model_admin): return ( ("0_4h", "0–4 hours"), ("4_24h", "4–24 hours"), ("1_3d", "1–3 days"), ("gt_3d", "> 3 days"), ) def queryset(self, request, queryset): now = timezone.now() if self.value() == "0_4h": return queryset.filter(created_at__gte=now - timedelta(hours=4)) if self.value() == "4_24h": return queryset.filter(created_at__lt=now - timedelta(hours=4), created_at__gte=now - timedelta(hours=24)) if self.value() == "1_3d": return queryset.filter(created_at__lt=now - timedelta(hours=24), created_at__gte=now - timedelta(days=3)) if self.value() == "gt_3d": return queryset.filter(created_at__lt=now - timedelta(days=3)) return queryset class SLAOverdueFilter(admin.SimpleListFilter): """ Flags overdue by priority with simple SLAs: - urgent: first response in 30m, resolve in 4h - high: first response in 1h, resolve in 8h - medium: first response in 4h, resolve in 24h - low: first response in 8h, resolve in 72h """ title = "SLA breach" parameter_name = "sla" SLA = { "urgent": {"resp_m": 30, "res_h": 4}, "high": {"resp_m": 60, "res_h": 8}, "medium": {"resp_m": 240, "res_h": 24}, "low": {"resp_m": 480, "res_h": 72}, } def lookups(self, request, model_admin): return ( ("resp_overdue", "Response overdue"), ("res_overdue", "Resolution overdue"), ) def queryset(self, request, queryset): now = timezone.now() val = self.value() if val not in {"resp_overdue", "res_overdue"}: return queryset q = Q() for prio, t in self.SLA.items(): resp_deadline = now - timedelta(minutes=t["resp_m"]) res_deadline = now - timedelta(hours=t["res_h"]) if val == "resp_overdue": # No first_response_at and past response deadline q |= Q(priority=prio, first_response_at__isnull=True, created_at__lt=resp_deadline) else: # Not resolved/closed and created_at past resolution deadline q |= Q(priority=prio, resolved_at__isnull=True, status__in=["open","in_progress","waiting_user"], created_at__lt=res_deadline) return queryset.filter(q) # ---------- Admin Actions ---------- def mark_status(modeladmin, request, queryset, status_value, label): updated = queryset.update(status=status_value) messages.success(request, f"{updated} ticket(s) marked {label}.") @admin.action(description="Mark as Open") def action_mark_open(modeladmin, request, queryset): mark_status(modeladmin, request, queryset, "open", "Open") @admin.action(description="Mark as In Progress") def action_mark_in_progress(modeladmin, request, queryset): mark_status(modeladmin, request, queryset, "in_progress", "In Progress") @admin.action(description="Mark as Waiting on User") def action_mark_waiting_user(modeladmin, request, queryset): mark_status(modeladmin, request, queryset, "waiting_user", "Waiting on User") @admin.action(description="Mark as Resolved") def action_mark_resolved(modeladmin, request, queryset): now = timezone.now() updated = 0 for t in queryset: t.status = "resolved" if not t.resolved_at: t.resolved_at = now t.save(update_fields=["status", "resolved_at"]) updated += 1 messages.success(request, f"{updated} ticket(s) marked Resolved.") @admin.action(description="Mark as Closed") def action_mark_closed(modeladmin, request, queryset): now = timezone.now() updated = 0 for t in queryset: t.status = "closed" if not t.resolved_at: t.resolved_at = now t.save(update_fields=["status", "resolved_at"]) updated += 1 messages.success(request, f"{updated} ticket(s) marked Closed.") @admin.action(description="Assign selected to me") def action_assign_to_me(modeladmin, request, queryset): me = request.user updated = queryset.update(assignee=me) messages.success(request, f"{updated} ticket(s) assigned to you.") # ---------- Ticket Admin ---------- @admin.register(Ticket) class TicketAdmin(admin.ModelAdmin): list_display = ( "ticket_id", "subject", "status", "priority", "requester", "requester_mobile", "assignee", "order_id", "created_at", "updated_at", "age_hours", "first_response_at", "resolved_at", "comments_count", "attachments_count", ) list_select_related = ("requester", "assignee") search_fields = ( "ticket_id", "subject", "description", "order_id", "requester__mobile_number", "requester__first_name", "requester__last_name", "requester_mobile", "assignee__first_name", "assignee__last_name", ) list_filter = ( "status", "priority", HasAssigneeFilter, HasOrderIdFilter, HasFirstResponseFilter, AgeBucketFilter, SLAOverdueFilter, "category", ("created_at", admin.DateFieldListFilter), ("updated_at", admin.DateFieldListFilter), ) date_hierarchy = "created_at" readonly_fields = ("ticket_id", "created_at", "updated_at", "first_response_at", "resolved_at") inlines = [TicketCommentInline, TicketAttachmentInline] autocomplete_fields = ("requester", "assignee") ordering = ("-created_at",) actions = ( action_assign_to_me, action_mark_open, action_mark_in_progress, action_mark_waiting_user, action_mark_resolved, action_mark_closed, ) def get_queryset(self, request): qs = super().get_queryset(request) return qs.annotate( _comments_count=Count("comments", distinct=True), _attachments_count=Count("attachments", distinct=True), ) def comments_count(self, obj): return getattr(obj, "_comments_count", 0) comments_count.short_description = "Comments" def attachments_count(self, obj): return getattr(obj, "_attachments_count", 0) attachments_count.short_description = "Files" def age_hours(self, obj): delta = timezone.now() - obj.created_at return f"{int(delta.total_seconds() // 3600)}h" age_hours.short_description = "Age" # Optional: expose audits read-only @admin.register(TicketAudit) class TicketAuditAdmin(admin.ModelAdmin): list_display = ("ticket", "actor", "field", "old_value", "new_value", "created_at") search_fields = ("ticket__ticket_id", "field", "old_value", "new_value", "actor__first_name", "actor__last_name") list_filter = (("created_at", admin.DateFieldListFilter),) readonly_fields = ("ticket", "actor", "field", "old_value", "new_value", "created_at") ordering = ("-created_at",) @admin.register(SupportService) class SupportServiceAdmin(admin.ModelAdmin): list_display = ("name","code","is_active","sort_order","created_at","updated_at") list_editable = ("is_active","sort_order") search_fields = ("name","code") list_filter = ("is_active",)