Merge pull request #2019 from RitvikSardana/non-portal-ticket-creation

feat: settings to allow to create tickets without permission

desk/src/pages/TicketCustomer.vue

@@ -164,10 +164,9 @@ const showResolveButton = computed(() =>
   ["Open", "Replied"].includes(ticket.data.status)
 );
 
-const showEditor = computed(() =>
-  ["Open", "Replied", "Resolved"].includes(ticket.data.status)
-);
+const showEditor = computed(() => ticket.data.status !== "Closed");
 
+// this handles whether the ticket was raised and then was closed without any reply from the agent.
 const showFeedback = computed(() => {
   return ticket.data?.communications?.some((c) => {
     if (c.sender !== ticket.data.raised_by) {

desk/src/pages/TicketNew.vue

@@ -27,7 +27,7 @@
         />
       </div>
       <!-- existing fields -->
-      <div class="flex flex-col flex-1" :class="subject.length >= 2 && 'gap-5'">
+      <div class="flex flex-col" :class="subject.length >= 2 && 'gap-5'">
         <FormControl
           v-model="subject"
           type="text"

helpdesk/helpdesk/doctype/hd_service_level_agreement/utils.py

@@ -4,7 +4,7 @@
 from frappe.utils import now_datetime
 from pypika import Criterion
 
-from helpdesk.utils import check_permissions, get_context
+from helpdesk.utils import get_context
 
 DOCTYPE = "HD Service Level Agreement"
 
@@ -16,7 +16,6 @@ def get_sla(ticket: Document) -> Document:
     :param doc: Ticket to use
     :return: Applicable SLA
     """
-    check_permissions(DOCTYPE, None)
     QBSla = frappe.qb.DocType(DOCTYPE)
     QBPriority = frappe.qb.DocType("HD Service Level Priority")
     now = now_datetime()

helpdesk/helpdesk/doctype/hd_settings/hd_settings.json

@@ -12,10 +12,6 @@
   "priority_section",
   "default_priority",
   "column_break_nvbf",
-  "ticket_type_section",
-  "default_ticket_type",
-  "is_ticket_type_mandatory",
-  "column_break_zxek",
   "agent_groups_section",
   "restrict_tickets_by_agent_group",
   "do_not_restrict_tickets_without_an_agent_group",
@@ -25,6 +21,13 @@
   "knowledge_base_section",
   "suggest_articles_in_new_ticket_page",
   "prefer_knowledge_base",
+  "ticket_tab",
+  "ticket_type_section",
+  "default_ticket_type",
+  "is_ticket_type_mandatory",
+  "column_break_zxek",
+  "ticket_restrictions_section",
+  "allow_anyone_to_create_tickets",
   "workflow_tab",
   "skip_email_workflow",
   "instantly_send_email",
@@ -274,11 +277,28 @@
    "fieldname": "headings_weight",
    "fieldtype": "Int",
    "label": "Headings Weight"
+  },
+  {
+   "fieldname": "ticket_tab",
+   "fieldtype": "Tab Break",
+   "label": "Ticket"
+  },
+  {
+   "fieldname": "ticket_restrictions_section",
+   "fieldtype": "Section Break",
+   "label": "Ticket Restrictions"
+  },
+  {
+   "default": "0",
+   "description": "If enabled, anyone will be able to create tickets (without any permission). \nUseful in cases where you wants users to create tickets via webforms or some external APIs without authentication.",
+   "fieldname": "allow_anyone_to_create_tickets",
+   "fieldtype": "Check",
+   "label": "Allow anyone to create tickets"
   }
  ],
  "issingle": 1,
  "links": [],
- "modified": "2024-09-18 00:47:04.055942",
+ "modified": "2024-10-22 02:14:33.360809",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Settings",

helpdesk/helpdesk/doctype/hd_settings/hd_settings.py

@@ -9,6 +9,11 @@
 from frappe.model.naming import append_number_if_name_exists
 from frappe.realtime import get_website_room
 
+from helpdesk.helpdesk.doctype.hd_ticket.hd_ticket import (
+    remove_guest_ticket_creation_permission,
+    set_guest_ticket_creation_permission,
+)
+
 
 class HDSettings(Document):
     def get_base_support_rotation(self):
@@ -49,12 +54,21 @@ def create_base_support_rotation(self):
 
         return
 
+    def before_save(self):
+        self.update_ticket_permissions()
+
     def on_update(self):
         event = "helpdesk:settings-updated"
         room = get_website_room()
 
         frappe.publish_realtime(event, room=room, after_commit=True)
 
+    def update_ticket_permissions(self):
+        if self.allow_anyone_to_create_tickets:
+            set_guest_ticket_creation_permission()
+        if not self.allow_anyone_to_create_tickets:
+            remove_guest_ticket_creation_permission()
+
     @property
     def hd_search(self):
         from helpdesk.api.article import search

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.json

@@ -410,7 +410,7 @@
  "icon": "fa fa-issue",
  "idx": 61,
  "links": [],
- "modified": "2023-11-23 13:44:59.105648",
+ "modified": "2024-10-22 01:28:37.126589",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Ticket",

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

@@ -5,10 +5,12 @@
 
 import frappe
 from frappe import _
+from frappe.core.page.permission_manager.permission_manager import remove
 from frappe.desk.form.assign_to import add as assign
 from frappe.desk.form.assign_to import clear as clear_all_assignments
 from frappe.desk.form.assign_to import get as get_assignees
 from frappe.model.document import Document
+from frappe.permissions import add_permission, update_permission_property
 from frappe.query_builder import Order
 from pypika.functions import Count
 from pypika.queries import Query
@@ -189,6 +191,9 @@ def after_insert(self):
         log_ticket_activity(self.name, "created this ticket")
         capture_event("ticket_created")
         publish_event("helpdesk:new-ticket", {"name": self.name})
+        # create communication if we are not hitting the new ticket creation API
+        if not self.via_customer_portal:
+            self.create_communication_via_contact(self.description)
 
     def on_update(self):
         # flake8: noqa
@@ -336,6 +341,10 @@ def remove_assignment_if_not_in_team(self):
         Removes the assignment if the agent is not in the team.
         Should be called inside on_update
         """
+        if self.is_new():
+            return
+        if not self.agent_group or not self._assign:
+            return
         if self.has_value_changed("agent_group") and self.status == "Open":
             current_assigned_agent_doc = self.get_assigned_agent()
             if (
@@ -909,7 +918,27 @@ def permission_query(user):
         user=frappe.db.escape(user)
     )
     for c in customer:
-        res += ' OR `tabHD Ticket`.customer="{customer}"'.format(
+        res += " OR `tabHD Ticket`.customer={customer}".format(
             customer=frappe.db.escape(c)
         )
     return res
+
+
+def set_guest_ticket_creation_permission():
+    doctype = "HD Ticket"
+    add_permission(doctype, "Guest", 0)
+
+    role = "Guest"
+    permlevel = 0
+    ptype = ["read", "write", "create", "if_owner"]
+
+    for p in ptype:
+        # update permissions
+        update_permission_property(doctype, role, permlevel, p, 1)
+
+
+def remove_guest_ticket_creation_permission():
+    doctype = "HD Ticket"
+    role = "Guest"
+    permlevel = 0
+    remove(doctype, role, permlevel, 1)