from django.db import models from django.contrib.auth import get_user_model from customers.models import Customer User = get_user_model() class Ticket(models.Model): PRIORITY_CHOICES = [ ('low', 'Low'), ('medium', 'Medium'), ('high', 'High'), ('urgent', 'Urgent'), ] STATUS_CHOICES = [ ('open', 'Open'), ('in_progress', 'In Progress'), ('resolved', 'Resolved'), ('closed', 'Closed'), ('scheduled', 'Scheduled'), ('postponed', 'Postponed'), ] CATEGORY_CHOICES = [ ('technical', 'Technical Issue'), ('billing', 'Billing Issue'), ('installation', 'Installation Request'), ('maintenance', 'Maintenance'), ('complaint', 'Complaint'), ('reminder', 'Reminder/Follow-up'), ('enquiry', 'Customer Enquiry'), ('site_visit', 'Site Visit'), ('other', 'Other'), ] TICKET_TYPE_CHOICES = [ ('task', 'Task/Work Order'), ('reminder', 'Reminder'), ('event', 'Event'), ('appointment', 'Appointment'), ] ticket_id = models.CharField(max_length=20, unique=True, editable=False) title = models.CharField(max_length=200) description = models.TextField() customer = models.ForeignKey(Customer, on_delete=models.CASCADE, related_name='tickets', null=True, blank=True, help_text="Optional - leave blank for infrastructure/company tickets") created_by = models.ForeignKey(User, on_delete=models.CASCADE, related_name='created_tickets', default=1) assigned_to = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='assigned_tickets') assigned_employee = models.ForeignKey('hr.Employee', on_delete=models.SET_NULL, null=True, blank=True, related_name='assigned_tickets', help_text="Assign to specific employee") priority = models.CharField(max_length=10, choices=PRIORITY_CHOICES, default='medium') status = models.CharField(max_length=20, choices=STATUS_CHOICES, default='open') category = models.CharField(max_length=20, choices=CATEGORY_CHOICES, default='technical') ticket_type = models.CharField(max_length=20, choices=TICKET_TYPE_CHOICES, default='task', help_text="Type of ticket/event") # Customer contact information for reminders/enquiries contact_phone = models.CharField(max_length=15, blank=True, help_text="Contact phone for this event") contact_email = models.EmailField(blank=True, help_text="Contact email for this event") # Location information location = models.CharField(max_length=200, blank=True, help_text="Location for this task/event") # Reminder settings is_reminder = models.BooleanField(default=False, help_text="Is this a reminder/follow-up?") reminder_before = models.DurationField(null=True, blank=True, help_text="Send reminder before scheduled time") reminder_sent = models.BooleanField(default=False, help_text="Has reminder been sent?") # Scheduling fields scheduled_date = models.DateTimeField(null=True, blank=True, help_text="When this task should be performed") scheduled_end_date = models.DateTimeField(null=True, blank=True, help_text="When this task should end (optional)") estimated_duration = models.DurationField(null=True, blank=True, help_text="Estimated time to complete") actual_duration = models.DurationField(null=True, blank=True, help_text="Actual time taken to complete") is_scheduled = models.BooleanField(default=False, help_text="Is this a scheduled task?") is_all_day = models.BooleanField(default=False, help_text="Is this an all-day event?") work_started_at = models.DateTimeField(null=True, blank=True, help_text="When work actually started") completed_at = models.DateTimeField(null=True, blank=True, help_text="When work was completed") # Recurring event fields is_recurring = models.BooleanField(default=False, help_text="Is this a recurring event?") recurrence_pattern = models.CharField(max_length=50, blank=True, choices=[ ('daily', 'Daily'), ('weekly', 'Weekly'), ('monthly', 'Monthly'), ('yearly', 'Yearly'), ], help_text="How often this event repeats") recurrence_end_date = models.DateField(null=True, blank=True, help_text="When recurring events should stop") # Notes and special instructions special_instructions = models.TextField(blank=True, help_text="Special instructions or notes for this task/event") requires_customer_confirmation = models.BooleanField(default=False, help_text="Does this require customer confirmation?") customer_confirmed = models.BooleanField(default=False, help_text="Has customer confirmed this appointment?") # Timestamps created_at = models.DateTimeField(auto_now_add=True) updated_at = models.DateTimeField(auto_now=True) resolved_at = models.DateTimeField(null=True, blank=True) def save(self, *args, **kwargs): if not self.ticket_id: # Generate unique ticket ID with TKT prefix last_ticket = Ticket.objects.filter(ticket_id__startswith='TKT').order_by('-ticket_id').first() if last_ticket: last_number = int(last_ticket.ticket_id[3:]) new_number = last_number + 1 else: new_number = 1 self.ticket_id = f"TKT{new_number:03d}" super().save(*args, **kwargs) @property def assigned_person(self): """Return the assigned person (employee or user)""" if self.assigned_employee: return self.assigned_employee.full_name elif self.assigned_to: return self.assigned_to.get_full_name() or self.assigned_to.username return "Unassigned" @property def assigned_person_id(self): """Return the assigned person ID for display""" if self.assigned_employee: return self.assigned_employee.employee_id elif self.assigned_to: return self.assigned_to.username return None @property def scheduled_end_time(self): """Calculate scheduled end time based on start time and estimated duration""" if self.scheduled_end_date: return self.scheduled_end_date elif self.scheduled_date and self.estimated_duration: return self.scheduled_date + self.estimated_duration return None @property def is_past_due(self): """Check if scheduled task is past due""" if self.scheduled_date and self.status not in ['resolved', 'closed']: from django.utils import timezone return timezone.now() > self.scheduled_date return False @property def is_today(self): """Check if task is scheduled for today""" if self.scheduled_date: from django.utils import timezone return self.scheduled_date.date() == timezone.now().date() return False @property def customer_name(self): """Return customer name or indicate it's a company ticket""" if self.customer: return self.customer.full_name return "Company/Infrastructure" def __str__(self): return f"{self.ticket_id} - {self.title}" class Meta: ordering = ['-created_at'] permissions = [ ('can_view_calendar', 'Can view calendar and scheduling'), ('can_edit_schedule', 'Can edit and manage schedules'), ('can_view_all_schedules', 'Can view all technician schedules'), ('can_assign_tickets', 'Can assign tickets to technicians'), ] class TicketComment(models.Model): ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name='comments') user = models.ForeignKey(User, on_delete=models.CASCADE) comment = models.TextField() is_internal = models.BooleanField(default=False, help_text="Internal notes only visible to staff") created_at = models.DateTimeField(auto_now_add=True) def __str__(self): return f"Comment on {self.ticket.ticket_id} by {self.user.username}" class Meta: ordering = ['created_at'] class TicketAttachment(models.Model): ticket = models.ForeignKey(Ticket, on_delete=models.CASCADE, related_name='attachments') uploaded_by = models.ForeignKey(User, on_delete=models.CASCADE) file = models.FileField(upload_to='tickets/attachments/') description = models.CharField(max_length=200, blank=True) uploaded_at = models.DateTimeField(auto_now_add=True) def __str__(self): return f"Attachment for {self.ticket.ticket_id}" @property def file_size(self): """Return file size in human readable format""" if self.file: size = self.file.size for unit in ['B', 'KB', 'MB', 'GB']: if size < 1024: return f"{size:.1f} {unit}" size /= 1024 return f"{size:.1f} TB" return "Unknown" @property def is_image(self): """Check if the file is an image""" if self.file: return self.file.name.lower().endswith(('.png', '.jpg', '.jpeg', '.gif', '.bmp', '.webp')) return False class Meta: ordering = ['-uploaded_at']