import json from datetime import datetime, timedelta, date from collections import defaultdict from django.shortcuts import render, get_object_or_404, redirect from django.contrib.auth.decorators import login_required from django.contrib.auth.mixins import LoginRequiredMixin from django.views.generic import ListView, CreateView, UpdateView from django.contrib import messages from django.urls import reverse_lazy from django.contrib.auth import get_user_model from django.core.exceptions import PermissionDenied from django.http import JsonResponse from django.core.paginator import Paginator from django.views.decorators.http import require_POST, require_http_methods from django import forms from django.utils import timezone from django.db.models import Q from .models import Ticket, TicketComment, TicketAttachment from .forms import TicketForm, TicketUpdateForm, TicketCommentForm, TicketAttachmentForm from customers.models import Customer from notifications.ticket_notifications import TicketNotificationService User = get_user_model() from accounts.permissions import ( can_assign_tickets, EmployeeRequiredMixin, CustomerRequiredMixin, permission_required, any_permission_required, has_permission, get_user_permissions ) @login_required def ticket_list(request): """List all tickets with filters""" # Filter tickets based on user role and permissions if request.user.is_superuser: # Superusers see all tickets tickets = Ticket.objects.all() elif request.user.is_staff: # Staff see all tickets they can access tickets = Ticket.objects.all() else: # Non-staff users see only tickets they created or are assigned to tickets = Ticket.objects.filter( Q(created_by=request.user) | Q(assigned_to=request.user) | (Q(assigned_employee__user=request.user) if hasattr(request.user, 'employee_profile') else Q()) ) tickets = tickets.select_related( 'customer', 'assigned_to', 'assigned_employee' ) # Apply filters filter_type = request.GET.get('filter', '').strip() search_query = request.GET.get('search', '').strip() sort_column = request.GET.get('sort', '').strip() sort_order = request.GET.get('order', 'asc').strip() # Legacy support for status filter status_filter = request.GET.get('status', '').strip() if status_filter and not filter_type: filter_type = status_filter # Apply filter type if filter_type == 'active': tickets = tickets.filter(status__in=['open', 'in_progress']) elif filter_type == 'resolved': tickets = tickets.filter(status__in=['resolved', 'closed']) elif filter_type == 'urgent': tickets = tickets.filter(priority='urgent', status__in=['open', 'in_progress']) # 'all' or empty means no status filter # Apply search if search_query: # Search across ticket subject, customer name, assigned users, and ticket ID search_q = Q(title__icontains=search_query) | Q(ticket_id__icontains=search_query) # Search customer if hasattr(tickets.model, 'customer'): search_q |= Q(customer__full_name__icontains=search_query) search_q |= Q(customer__phone__icontains=search_query) search_q |= Q(customer__customer_id__icontains=search_query) # Search assigned users search_q |= Q(assigned_to__username__icontains=search_query) search_q |= Q(assigned_to__first_name__icontains=search_query) search_q |= Q(assigned_to__last_name__icontains=search_query) search_q |= Q(assigned_employee__full_name__icontains=search_query) search_q |= Q(assigned_employee__employee_id__icontains=search_query) tickets = tickets.filter(search_q) # Apply sorting sort_field = '-created_at' # default if sort_column: sort_fields = { 'ticket_id': 'ticket_id', 'customer': 'customer__full_name', 'title': 'title', 'priority': 'priority', 'status': 'status', 'assigned_to': 'assigned_employee__full_name', 'created_at': 'created_at' } if sort_column in sort_fields: field = sort_fields[sort_column] if sort_order == 'desc': field = '-' + field sort_field = field tickets = tickets.order_by(sort_field) # Paginate results paginator = Paginator(tickets, 25) page_number = request.GET.get('page') page_obj = paginator.get_page(page_number) # Get filter options from hr.models import Employee from django.contrib.auth import get_user_model User = get_user_model() employees = Employee.objects.filter(employment_status='active').order_by('employee_id') users = User.objects.filter(is_staff=True, is_active=True).order_by('username') # Statistics total_tickets = tickets.count() open_tickets = tickets.filter(status__in=['open', 'in_progress']).count() resolved_tickets = tickets.filter(status='resolved').count() urgent_tickets = tickets.filter(priority='urgent', status__in=['open', 'in_progress']).count() context = { 'page_obj': page_obj, 'status_filter': filter_type, 'search_query': search_query, 'sort_column': sort_column, 'sort_order': sort_order, 'total_tickets': total_tickets, 'open_tickets': open_tickets, 'resolved_tickets': resolved_tickets, 'urgent_tickets': urgent_tickets, } return render(request, 'tickets/ticket_list.html', context) @login_required @permission_required('view_calendar') def scheduled_tickets(request): """View for staff to see scheduled tickets""" scheduled_tickets = Ticket.objects.filter( is_scheduled=True, scheduled_date__isnull=False ).order_by('scheduled_date') # Filter by date range if provided date_from = request.GET.get('date_from') date_to = request.GET.get('date_to') assigned_filter = request.GET.get('assigned_to') if date_from: try: date_from_parsed = datetime.strptime(date_from, '%Y-%m-%d').date() scheduled_tickets = scheduled_tickets.filter(scheduled_date__date__gte=date_from_parsed) except ValueError: pass if date_to: try: date_to_parsed = datetime.strptime(date_to, '%Y-%m-%d').date() scheduled_tickets = scheduled_tickets.filter(scheduled_date__date__lte=date_to_parsed) except ValueError: pass if assigned_filter: if assigned_filter.startswith('emp_'): # Employee assignment emp_id = assigned_filter[4:] scheduled_tickets = scheduled_tickets.filter(assigned_employee__employee_id=emp_id) else: # User assignment scheduled_tickets = scheduled_tickets.filter(assigned_to__username=assigned_filter) # Get assignment options for filter from hr.models import Employee employees = Employee.objects.filter(employment_status='active') users = User.objects.filter(is_staff=True) context = { 'scheduled_tickets': scheduled_tickets, 'employees': employees, 'users': users, 'date_from': date_from, 'date_to': date_to, 'assigned_filter': assigned_filter, } return render(request, 'tickets/scheduled_tickets.html', context) @login_required def my_tickets(request): """View for clients to see their own tickets""" if not hasattr(request.user, 'customer_profile'): messages.error(request, "You don't have a customer profile.") return redirect('dashboard') tickets = Ticket.objects.filter( customer=request.user.customer_profile ).order_by('-created_at') paginator = Paginator(tickets, 25) page_number = request.GET.get('page') page_obj = paginator.get_page(page_number) context = { 'page_obj': page_obj, } return render(request, 'tickets/my_tickets.html', context) @login_required def create_ticket(request): """Create a new ticket""" if request.method == 'POST': form = TicketForm(request.POST) if form.is_valid(): ticket = form.save() # Send notification if ticket is assigned during creation if ticket.assigned_employee or ticket.assigned_to: try: notification_service = TicketNotificationService() success = notification_service.send_ticket_assigned_notification(ticket) if not success: messages.warning(request, f'Ticket created but notification failed to send') except Exception as e: messages.warning(request, f'Ticket created but notification error: {str(e)}') messages.success(request, f'Ticket {ticket.ticket_id} created successfully!') return redirect('tickets:ticket_detail', ticket_number=ticket.ticket_id) else: form = TicketForm() # If user is a customer, pre-select their profile if hasattr(request.user, 'customer_profile'): form.fields['customer'].initial = request.user.customer_profile form.fields['customer'].widget = forms.HiddenInput() context = { 'form': form, } return render(request, 'tickets/create_ticket.html', context) @login_required def ticket_detail(request, ticket_number): """View ticket details""" ticket = get_object_or_404(Ticket, ticket_id=ticket_number) # Check permissions if not request.user.is_staff: if not hasattr(request.user, 'customer_profile') or ticket.customer != request.user.customer_profile: messages.error(request, "You don't have permission to view this ticket.") return redirect('tickets:my_tickets') comments = ticket.comments.all().order_by('created_at') attachments = ticket.attachments.all().order_by('-uploaded_at') # Filter internal comments for non-staff users if not request.user.is_staff: comments = comments.filter(is_internal=False) comment_form = TicketCommentForm() attachment_form = TicketAttachmentForm() context = { 'ticket': ticket, 'comments': comments, 'attachments': attachments, 'comment_form': comment_form, 'attachment_form': attachment_form, } return render(request, 'tickets/ticket_detail.html', context) @login_required @any_permission_required('change_tickets', 'manage_tickets') def ticket_edit(request, ticket_number): """Edit ticket (staff only)""" ticket = get_object_or_404(Ticket, ticket_id=ticket_number) old_status = ticket.status old_assigned_employee = ticket.assigned_employee old_assigned_to = ticket.assigned_to if request.method == 'POST': form = TicketUpdateForm(request.POST, instance=ticket) if form.is_valid(): updated_ticket = form.save() # Initialize notification service notification_service = TicketNotificationService() # Check if assignment changed and send notification to new technician new_assigned_employee = updated_ticket.assigned_employee new_assigned_to = updated_ticket.assigned_to if (old_assigned_employee != new_assigned_employee or old_assigned_to != new_assigned_to) and (new_assigned_employee or new_assigned_to): try: notification_service.send_ticket_assigned_notification(updated_ticket) except Exception as e: messages.warning(request, f'Ticket updated but notification failed: {str(e)}') # Check if status changed and send notification to customer if old_status != updated_ticket.status and updated_ticket.customer: try: if updated_ticket.status == 'resolved': notification_service.send_service_completed_notification(updated_ticket) elif updated_ticket.status == 'in_progress': notification_service.send_technician_arriving_notification(updated_ticket) elif updated_ticket.status == 'scheduled' and updated_ticket.scheduled_date: notification_service.send_appointment_reminder(updated_ticket) except Exception as e: messages.warning(request, f'Ticket updated but customer notification failed: {str(e)}') messages.success(request, f'Ticket {ticket.ticket_id} updated successfully!') return redirect('tickets:ticket_detail', ticket_number=ticket.ticket_id) else: form = TicketUpdateForm(instance=ticket) context = { 'form': form, 'ticket': ticket, } return render(request, 'tickets/ticket_edit.html', context) @login_required @require_POST def add_comment(request, ticket_number): """Add comment to ticket""" ticket = get_object_or_404(Ticket, ticket_id=ticket_number) ticket_id = ticket.id # Get the ticket ID # Check permissions if not request.user.is_staff: if not hasattr(request.user, 'customer_profile') or ticket.customer != request.user.customer_profile: messages.error(request, "You don't have permission to comment on this ticket.") return redirect('tickets:my_tickets') form = TicketCommentForm(request.POST) if form.is_valid(): comment = form.save(commit=False) comment.ticket = ticket comment.user = request.user # Only staff can create internal comments if not request.user.is_staff: comment.is_internal = False comment.save() messages.success(request, 'Comment added successfully!') else: messages.error(request, 'Error adding comment. Please check your input.') return redirect('tickets:ticket_detail', ticket_number=ticket.ticket_id) @login_required @require_POST def add_attachment(request, ticket_number): """Add attachment to ticket""" ticket = get_object_or_404(Ticket, ticket_id=ticket_number) ticket_id = ticket.id # Check permissions if not request.user.is_staff: if not hasattr(request.user, 'customer_profile') or ticket.customer != request.user.customer_profile: messages.error(request, "You don't have permission to add attachments to this ticket.") return redirect('tickets:my_tickets') form = TicketAttachmentForm(request.POST, request.FILES) if form.is_valid(): attachment = form.save(commit=False) attachment.ticket = ticket attachment.uploaded_by = request.user attachment.save() messages.success(request, 'Attachment uploaded successfully!') else: for field, errors in form.errors.items(): for error in errors: messages.error(request, f'{field}: {error}') return redirect('tickets:ticket_detail', ticket_number=ticket.ticket_id) @login_required @any_permission_required('view_calendar', 'view_tickets') def calendar_view(request): """Display calendar view with scheduled tickets""" # Get filter parameters technician_filter = request.GET.get('technician') month = request.GET.get('month') year = request.GET.get('year') # Default to current month if not specified if not month or not year: today = date.today() month = today.month year = today.year else: month = int(month) year = int(year) # Calculate date range for the month start_date = date(year, month, 1) if month == 12: end_date = date(year + 1, 1, 1) - timedelta(days=1) else: end_date = date(year, month + 1, 1) - timedelta(days=1) # Base query for scheduled tickets tickets = Ticket.objects.filter( is_scheduled=True, scheduled_date__date__gte=start_date, scheduled_date__date__lte=end_date ).order_by('scheduled_date') # Apply technician filter if technician_filter: if technician_filter.startswith('emp_'): emp_id = technician_filter[4:] tickets = tickets.filter(assigned_employee__employee_id=emp_id) else: tickets = tickets.filter(assigned_to__username=technician_filter) # Get technicians for filter from hr.models import Employee employees = Employee.objects.filter(employment_status='active') users = User.objects.filter(is_staff=True) # Group tickets by date calendar_data = defaultdict(list) for ticket in tickets: ticket_date = ticket.scheduled_date.date() calendar_data[ticket_date].append({ 'id': ticket.id, 'ticket_id': ticket.ticket_id, 'title': ticket.title, 'customer': ticket.customer_name, 'scheduled_time': ticket.scheduled_date.strftime('%H:%M'), 'end_time': ticket.scheduled_end_time.strftime('%H:%M') if ticket.scheduled_end_time else None, 'duration': str(ticket.estimated_duration) if ticket.estimated_duration else 'Not set', 'assigned_person': ticket.assigned_person, 'priority': ticket.priority, 'status': ticket.status, 'category': ticket.category, }) # Generate calendar structure import calendar cal = calendar.monthcalendar(year, month) context = { 'calendar_data': dict(calendar_data), 'calendar_structure': cal, 'current_month': month, 'current_year': year, 'month_name': calendar.month_name[month], 'technician_filter': technician_filter, 'employees': employees, 'users': users, 'prev_month': month - 1 if month > 1 else 12, 'prev_year': year if month > 1 else year - 1, 'next_month': month + 1 if month < 12 else 1, 'next_year': year if month < 12 else year + 1, } return render(request, 'tickets/calendar_view.html', context) @login_required @any_permission_required('view_tickets', 'manage_schedules') def my_schedule(request): """View for technicians to see their own schedule""" # Get employee profile if exists employee = None if hasattr(request.user, 'employee_profile'): employee = request.user.employee_profile # Get tickets assigned to this user/employee - only show active and scheduled tickets base_query = Q(assigned_to=request.user) if employee: base_query |= Q(assigned_employee=employee) tickets = Ticket.objects.filter( base_query, is_scheduled=True, scheduled_date__isnull=False, status__in=['open', 'in_progress', 'scheduled'] # Only show active tickets ).order_by('scheduled_date') # Filter by date range if provided date_from = request.GET.get('date_from') date_to = request.GET.get('date_to') if date_from: try: date_from_parsed = datetime.strptime(date_from, '%Y-%m-%d').date() tickets = tickets.filter(scheduled_date__date__gte=date_from_parsed) except ValueError: pass if date_to: try: date_to_parsed = datetime.strptime(date_to, '%Y-%m-%d').date() tickets = tickets.filter(scheduled_date__date__lte=date_to_parsed) except ValueError: pass context = { 'tickets': tickets, 'employee': employee, 'date_from': date_from, 'date_to': date_to, } return render(request, 'tickets/my_schedule.html', context) @login_required @require_http_methods(["POST"]) @permission_required('assign_tickets') def reassign_ticket(request, ticket_id): """Reassign ticket to different technician""" ticket = get_object_or_404(Ticket, id=ticket_id) new_assignee = request.POST.get('new_assignee') if not new_assignee: return JsonResponse({'success': False, 'error': 'No assignee selected'}) try: if new_assignee.startswith('emp_'): # Employee assignment from hr.models import Employee emp_id = new_assignee[4:] employee = Employee.objects.get(employee_id=emp_id) ticket.assigned_employee = employee ticket.assigned_to = employee.user if employee.user else None else: # User assignment user = User.objects.get(username=new_assignee) ticket.assigned_to = user ticket.assigned_employee = getattr(user, 'employee_profile', None) ticket.save() # Send notification to newly assigned technician try: notification_service = TicketNotificationService() success = notification_service.send_ticket_assigned_notification(ticket) if not success: print(f"Failed to send notification for ticket {ticket.ticket_id}") except Exception as e: print(f"Error sending notification for ticket {ticket.ticket_id}: {str(e)}") # Don't fail the reassignment if notification fails pass # Add comment about reassignment TicketComment.objects.create( ticket=ticket, user=request.user, comment=f"Ticket reassigned to {ticket.assigned_person}", is_internal=True ) return JsonResponse({ 'success': True, 'message': f'Ticket reassigned to {ticket.assigned_person}' }) except Exception as e: return JsonResponse({'success': False, 'error': str(e)}) @login_required @require_http_methods(["POST"]) @any_permission_required('change_tickets', 'manage_tickets') def update_ticket_time(request, ticket_id): """Update ticket actual start/end times""" ticket = get_object_or_404(Ticket, id=ticket_id) action = request.POST.get('action') try: if action == 'start': ticket.work_started_at = timezone.now() ticket.status = 'in_progress' message = 'Work started' # Send notification to customer that technician is arriving if ticket.customer: try: notification_service = TicketNotificationService() notification_service.send_technician_arriving_notification(ticket) except Exception as e: # Don't fail the update if notification fails pass elif action == 'complete': if not ticket.work_started_at: ticket.work_started_at = timezone.now() ticket.completed_at = timezone.now() ticket.status = 'resolved' # Calculate actual duration if ticket.work_started_at: ticket.actual_duration = ticket.completed_at - ticket.work_started_at message = 'Work completed' # Send completion notification to customer if ticket.customer: try: notification_service = TicketNotificationService() notification_service.send_service_completed_notification(ticket) except Exception as e: # Don't fail the update if notification fails pass else: return JsonResponse({'success': False, 'error': 'Invalid action'}) ticket.save() # Add comment TicketComment.objects.create( ticket=ticket, user=request.user, comment=message, is_internal=True ) return JsonResponse({'success': True, 'message': message}) except Exception as e: return JsonResponse({'success': False, 'error': str(e)}) @login_required @permission_required('manage_schedules') def schedule_template_list(request): """List all schedule templates""" # For now, return empty templates until ScheduleTemplate model is created templates = [] context = { 'templates': templates, } return render(request, 'tickets/schedule_template_list.html', context) @login_required @permission_required('manage_schedules') def create_schedule_template(request): """Create a new schedule template""" # Placeholder view - will be implemented when ScheduleTemplate model is created messages.info(request, "Schedule template creation is not yet implemented.") return redirect('tickets:schedule_template_list') @login_required @permission_required('manage_schedules') def edit_schedule_template(request, template_id): """Edit an existing schedule template""" # Placeholder view - will be implemented when ScheduleTemplate model is created messages.info(request, "Schedule template editing is not yet implemented.") return redirect('tickets:schedule_template_list') @login_required @permission_required('manage_schedules') def use_schedule_template(request, template_id): """Use a schedule template to create tickets""" # Placeholder view - will be implemented when ScheduleTemplate model is created messages.info(request, "Schedule template usage is not yet implemented.") return redirect('tickets:schedule_template_list') @login_required @require_http_methods(["POST"]) @permission_required('manage_schedules') def delete_schedule_template(request, template_id): """Delete a schedule template""" # Placeholder view - will be implemented when ScheduleTemplate model is created return JsonResponse({'success': False, 'error': 'Schedule template deletion is not yet implemented'}) @login_required @permission_required('view_calendar') def day_timeline(request): """Get timeline data for a specific day""" date_str = request.GET.get('date') technician_filter = request.GET.get('technician') if not date_str: return JsonResponse({'error': 'Date parameter required'}, status=400) try: date_obj = datetime.strptime(date_str, '%Y-%m-%d').date() except ValueError: return JsonResponse({'error': 'Invalid date format'}, status=400) # Get tickets for the specified date tickets = Ticket.objects.filter( is_scheduled=True, scheduled_date__date=date_obj ).order_by('scheduled_date') # Apply technician filter if technician_filter: if technician_filter.startswith('emp_'): emp_id = technician_filter[4:] tickets = tickets.filter(assigned_employee__employee_id=emp_id) else: tickets = tickets.filter(assigned_to__username=technician_filter) # Group tickets by hour timeline_data = {} for ticket in tickets: hour = ticket.scheduled_date.hour hour_key = str(hour).zfill(2) if hour_key not in timeline_data: timeline_data[hour_key] = [] duration_str = "" if ticket.estimated_duration: total_seconds = int(ticket.estimated_duration.total_seconds()) hours = total_seconds // 3600 minutes = (total_seconds % 3600) // 60 if hours > 0: duration_str = f"{hours}h {minutes}m" else: duration_str = f"{minutes}m" timeline_data[hour_key].append({ 'id': ticket.id, 'ticket_id': ticket.ticket_id, 'title': ticket.title, 'assigned_person': ticket.assigned_person, 'priority': ticket.priority, 'status': ticket.status, 'duration': duration_str, 'customer': ticket.customer_name, }) return JsonResponse({'timeline': timeline_data}) @login_required @permission_required('view_calendar') def unscheduled_tickets(request): """Get list of unscheduled tickets""" tickets = Ticket.objects.filter( Q(is_scheduled=False) | Q(scheduled_date__isnull=True), status__in=['open', 'in_progress'] ).order_by('-created_at') ticket_data = [] for ticket in tickets: ticket_data.append({ 'id': ticket.id, 'ticket_id': ticket.ticket_id, 'title': ticket.title, 'customer': ticket.customer_name, 'priority': ticket.priority, 'status': ticket.status, }) return JsonResponse({'tickets': ticket_data}) @login_required @require_http_methods(["POST"]) @permission_required('manage_schedules') def schedule_existing_ticket(request): """Schedule an existing ticket""" ticket_id = request.POST.get('ticket_id') scheduled_date = request.POST.get('scheduled_date') assigned_technician = request.POST.get('assigned_technician') estimated_duration = request.POST.get('estimated_duration') if not all([ticket_id, scheduled_date, assigned_technician]): return JsonResponse({'success': False, 'error': 'Missing required fields'}) try: ticket = Ticket.objects.get(id=ticket_id) old_assigned_employee = ticket.assigned_employee old_assigned_to = ticket.assigned_to # Parse scheduled date scheduled_datetime = datetime.strptime(scheduled_date, '%Y-%m-%dT%H:%M') # Update ticket ticket.scheduled_date = scheduled_datetime ticket.is_scheduled = True ticket.status = 'scheduled' # Set estimated duration if estimated_duration: duration_hours = float(estimated_duration) ticket.estimated_duration = timedelta(hours=duration_hours) # Assign technician if assigned_technician.startswith('emp_'): from hr.models import Employee emp_id = assigned_technician[4:] employee = Employee.objects.get(employee_id=emp_id) ticket.assigned_employee = employee ticket.assigned_to = employee.user if employee.user else None else: user = User.objects.get(username=assigned_technician) ticket.assigned_to = user ticket.assigned_employee = getattr(user, 'employee_profile', None) ticket.save() # Send notifications try: notification_service = TicketNotificationService() # Send notification to technician if newly assigned if (old_assigned_employee != ticket.assigned_employee or old_assigned_to != ticket.assigned_to): success = notification_service.send_ticket_assigned_notification(ticket) if not success: print(f"Failed to send technician notification for ticket {ticket.ticket_id}") # Send appointment confirmation to customer if ticket.customer: success = notification_service.send_appointment_confirmation(ticket) if not success: print(f"Failed to send customer notification for ticket {ticket.ticket_id}") except Exception as e: print(f"Error sending notifications for ticket {ticket.ticket_id}: {str(e)}") # Don't fail the scheduling if notification fails pass # Add comment about scheduling TicketComment.objects.create( ticket=ticket, user=request.user, comment=f"Ticket scheduled for {scheduled_datetime.strftime('%Y-%m-%d %H:%M')} and assigned to {ticket.assigned_person}", is_internal=True ) return JsonResponse({'success': True, 'message': 'Ticket scheduled successfully'}) except Ticket.DoesNotExist: return JsonResponse({'success': False, 'error': 'Ticket not found'}) except Exception as e: return JsonResponse({'success': False, 'error': str(e)}) @login_required @require_http_methods(["POST"]) @permission_required('manage_schedules') def reschedule_ticket(request, ticket_id): """Reschedule an existing ticket to a new time""" new_datetime_str = request.POST.get('new_datetime') if not new_datetime_str: return JsonResponse({'success': False, 'error': 'New datetime is required'}) try: ticket = Ticket.objects.get(id=ticket_id) # Parse the new datetime new_datetime = datetime.strptime(new_datetime_str, '%Y-%m-%dT%H:%M') # Store old datetime for comment old_datetime = ticket.scheduled_date # Update the ticket ticket.scheduled_date = new_datetime ticket.is_scheduled = True ticket.save() # Add comment about rescheduling old_time_str = old_datetime.strftime('%Y-%m-%d %H:%M') if old_datetime else 'Unscheduled' new_time_str = new_datetime.strftime('%Y-%m-%d %H:%M') TicketComment.objects.create( ticket=ticket, user=request.user, comment=f"Ticket rescheduled from {old_time_str} to {new_time_str}", is_internal=True ) return JsonResponse({ 'success': True, 'message': f'Ticket rescheduled to {new_time_str}', 'new_datetime': new_time_str }) except Ticket.DoesNotExist: return JsonResponse({'success': False, 'error': 'Ticket not found'}) except ValueError as e: return JsonResponse({'success': False, 'error': 'Invalid datetime format'}) except Exception as e: return JsonResponse({'success': False, 'error': str(e)}) @login_required @require_http_methods(["POST"]) @any_permission_required('change_tickets', 'manage_tickets') def change_ticket_status(request, ticket_number): """Change ticket status via AJAX""" import json try: # Parse JSON body data = json.loads(request.body) new_status = data.get('status') if not new_status: return JsonResponse({'success': False, 'error': 'Status is required'}) # Validate status valid_statuses = [choice[0] for choice in Ticket.STATUS_CHOICES] if new_status not in valid_statuses: return JsonResponse({'success': False, 'error': 'Invalid status'}) ticket = Ticket.objects.get(ticket_id=ticket_number) old_status = ticket.status # Update ticket status ticket.status = new_status # Handle special status changes if new_status == 'resolved' and old_status != 'resolved': ticket.resolved_at = timezone.now() # Send completion notification to customer if ticket.customer: try: notification_service = TicketNotificationService() notification_service.send_service_completed_notification(ticket) except Exception as e: # Don't fail the update if notification fails pass elif new_status == 'in_progress' and old_status != 'in_progress': if not ticket.work_started_at: ticket.work_started_at = timezone.now() # Send notification to customer that technician is working if ticket.customer: try: notification_service = TicketNotificationService() notification_service.send_technician_arriving_notification(ticket) except Exception as e: # Don't fail the update if notification fails pass ticket.save() # Add comment about status change status_display = dict(Ticket.STATUS_CHOICES).get(new_status, new_status) old_status_display = dict(Ticket.STATUS_CHOICES).get(old_status, old_status) TicketComment.objects.create( ticket=ticket, user=request.user, comment=f"Status changed from {old_status_display} to {status_display}", is_internal=True ) return JsonResponse({ 'success': True, 'message': f'Ticket status changed to {status_display}', 'new_status': new_status }) except Ticket.DoesNotExist: return JsonResponse({'success': False, 'error': 'Ticket not found'}) except json.JSONDecodeError: return JsonResponse({'success': False, 'error': 'Invalid JSON data'}) except Exception as e: return JsonResponse({'success': False, 'error': str(e)})