update
This commit is contained in:
Iliyan Angelov
204
gnx-react/backend/support/serializers.py
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204
gnx-react/backend/support/serializers.py
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from rest_framework import serializers
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from .models import (
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SupportTicket, TicketStatus, TicketPriority, TicketCategory,
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TicketMessage, TicketActivity, KnowledgeBaseCategory,
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KnowledgeBaseArticle, SupportSettings
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)
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from .email_service import SupportEmailService
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import logging
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logger = logging.getLogger(__name__)
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class TicketStatusSerializer(serializers.ModelSerializer):
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class Meta:
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model = TicketStatus
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fields = ['id', 'name', 'color', 'description', 'is_closed', 'display_order']
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class TicketPrioritySerializer(serializers.ModelSerializer):
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class Meta:
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model = TicketPriority
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fields = ['id', 'name', 'level', 'color', 'description', 'sla_hours']
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class TicketCategorySerializer(serializers.ModelSerializer):
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class Meta:
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model = TicketCategory
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fields = ['id', 'name', 'description', 'color', 'icon', 'display_order']
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class TicketMessageSerializer(serializers.ModelSerializer):
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class Meta:
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model = TicketMessage
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fields = [
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'id', 'ticket', 'message_type', 'content', 'author_name',
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'author_email', 'is_internal', 'created_at', 'updated_at',
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'attachments', 'is_read'
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]
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read_only_fields = ['created_at', 'updated_at']
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class TicketActivitySerializer(serializers.ModelSerializer):
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class Meta:
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model = TicketActivity
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fields = [
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'id', 'activity_type', 'description', 'user_name',
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'old_value', 'new_value', 'created_at'
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]
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read_only_fields = ['created_at']
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class SupportTicketSerializer(serializers.ModelSerializer):
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status_name = serializers.CharField(source='status.name', read_only=True)
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status_color = serializers.CharField(source='status.color', read_only=True)
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priority_name = serializers.CharField(source='priority.name', read_only=True)
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priority_color = serializers.CharField(source='priority.color', read_only=True)
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category_name = serializers.CharField(source='category.name', read_only=True)
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messages = TicketMessageSerializer(many=True, read_only=True)
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activities = TicketActivitySerializer(many=True, read_only=True)
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class Meta:
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model = SupportTicket
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fields = [
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'id', 'ticket_number', 'title', 'description', 'ticket_type',
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'user_name', 'user_email', 'user_phone', 'company',
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'category', 'category_name', 'priority', 'priority_name', 'priority_color',
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'status', 'status_name', 'status_color', 'assigned_to', 'assigned_at',
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'created_at', 'updated_at', 'closed_at', 'last_activity',
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'first_response_at', 'sla_deadline', 'tags', 'is_escalated',
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'escalation_reason', 'attachments', 'messages', 'activities'
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]
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read_only_fields = [
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'ticket_number', 'created_at', 'updated_at', 'last_activity',
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'assigned_at', 'closed_at', 'first_response_at', 'sla_deadline'
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]
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class SupportTicketCreateSerializer(serializers.ModelSerializer):
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"""Simplified serializer for creating tickets from public form"""
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ticket_number = serializers.CharField(read_only=True)
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class Meta:
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model = SupportTicket
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fields = [
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'ticket_number', 'title', 'description', 'ticket_type', 'user_name',
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'user_email', 'user_phone', 'company', 'category'
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]
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read_only_fields = ['ticket_number']
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def validate_user_email(self, value):
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"""
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Validate that the email is registered and active in the RegisteredEmail model
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"""
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from .models import RegisteredEmail
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# Check if email exists and is active in RegisteredEmail model
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try:
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registered_email = RegisteredEmail.objects.get(email=value)
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if not registered_email.is_active:
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raise serializers.ValidationError(
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"This email has been deactivated. "
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"Please contact us at support@gnxsoft.com for assistance."
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)
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except RegisteredEmail.DoesNotExist:
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raise serializers.ValidationError(
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"This email is not registered in our system. "
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"Please contact us at support@gnxsoft.com to register your email first."
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)
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return value
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def create(self, validated_data):
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from .models import RegisteredEmail
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# Set default status and priority if not set
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if not validated_data.get('status'):
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default_status = TicketStatus.objects.filter(name='Open').first()
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if default_status:
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validated_data['status'] = default_status
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if not validated_data.get('priority'):
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default_priority = TicketPriority.objects.filter(name='Medium').first()
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if default_priority:
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validated_data['priority'] = default_priority
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ticket = SupportTicket.objects.create(**validated_data)
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# Create initial activity
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TicketActivity.objects.create(
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ticket=ticket,
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activity_type='created',
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description=f'Ticket created by {ticket.user_name}',
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user_name=ticket.user_name
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)
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# Update registered email statistics
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try:
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registered_email = RegisteredEmail.objects.get(email=validated_data['user_email'])
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registered_email.increment_ticket_count()
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except RegisteredEmail.DoesNotExist:
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logger.warning(f'RegisteredEmail not found for {validated_data["user_email"]} after validation')
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# Send email notifications
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try:
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email_results = SupportEmailService.send_ticket_created_emails(ticket)
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logger.info(f'Email notifications sent for ticket {ticket.ticket_number}: {email_results}')
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except Exception as e:
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logger.error(f'Failed to send email notifications for ticket {ticket.ticket_number}: {str(e)}')
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# Don't fail ticket creation if emails fail
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return ticket
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class TicketStatusCheckSerializer(serializers.Serializer):
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"""Serializer for checking ticket status by ticket number"""
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ticket_number = serializers.CharField(max_length=20)
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class KnowledgeBaseCategorySerializer(serializers.ModelSerializer):
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article_count = serializers.SerializerMethodField()
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class Meta:
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model = KnowledgeBaseCategory
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fields = [
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'id', 'name', 'slug', 'description', 'icon', 'color',
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'display_order', 'article_count'
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]
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def get_article_count(self, obj):
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return obj.articles.filter(is_published=True).count()
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class KnowledgeBaseArticleListSerializer(serializers.ModelSerializer):
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category_name = serializers.CharField(source='category.name', read_only=True)
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category_slug = serializers.CharField(source='category.slug', read_only=True)
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class Meta:
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model = KnowledgeBaseArticle
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fields = [
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'id', 'title', 'slug', 'category', 'category_name', 'category_slug',
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'summary', 'is_featured', 'view_count', 'helpful_count',
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'not_helpful_count', 'created_at', 'updated_at', 'published_at'
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]
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class KnowledgeBaseArticleDetailSerializer(serializers.ModelSerializer):
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category_name = serializers.CharField(source='category.name', read_only=True)
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category_slug = serializers.CharField(source='category.slug', read_only=True)
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class Meta:
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model = KnowledgeBaseArticle
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fields = [
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'id', 'title', 'slug', 'category', 'category_name', 'category_slug',
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'content', 'summary', 'meta_description', 'keywords',
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'is_featured', 'view_count', 'helpful_count', 'not_helpful_count',
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'created_at', 'updated_at', 'published_at'
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]
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class SupportSettingsSerializer(serializers.ModelSerializer):
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class Meta:
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model = SupportSettings
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fields = ['id', 'setting_name', 'setting_value', 'description', 'is_active']
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