420 lines
18 KiB
Python
420 lines
18 KiB
Python
import logging
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from flask import current_app, render_template_string
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from flask_mail import Message
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from app import db, mail, socketio
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from app.models import Notification, NotificationType, User, UserRole
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logger = logging.getLogger(__name__)
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# ─── Email Templates ──────────────────────────────────────────────────────────
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_NEW_TICKET_EMAIL = """
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<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
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<div style="max-width:600px;margin:0 auto;background:#fff;border-radius:8px;overflow:hidden;box-shadow:0 2px 8px rgba(0,0,0,.1);">
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<div style="background:#1a1a2e;padding:24px 32px;">
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<h1 style="color:#e94560;margin:0;font-size:22px;">🎫 New IT Ticket Created</h1>
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</div>
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<div style="padding:32px;">
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<p style="color:#555;margin-top:0;">A new support ticket has been submitted.</p>
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<table style="width:100%;border-collapse:collapse;margin:16px 0;">
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<tr><td style="padding:8px;color:#888;width:140px;">Ticket #</td><td style="padding:8px;font-weight:bold;">{{ ticket_number }}</td></tr>
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<tr style="background:#f9f9f9;"><td style="padding:8px;color:#888;">Title</td><td style="padding:8px;">{{ title }}</td></tr>
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<tr><td style="padding:8px;color:#888;">Category</td><td style="padding:8px;">{{ category }}</td></tr>
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<tr style="background:#f9f9f9;"><td style="padding:8px;color:#888;">Priority</td><td style="padding:8px;"><span style="background:{{ priority_color }};color:#fff;padding:2px 8px;border-radius:4px;">{{ priority }}</span></td></tr>
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<tr><td style="padding:8px;color:#888;">Submitted by</td><td style="padding:8px;">{{ submitted_by }}</td></tr>
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</table>
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<div style="background:#f9f9f9;border-left:4px solid #e94560;padding:16px;margin:16px 0;border-radius:0 4px 4px 0;">
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<p style="margin:0;color:#333;">{{ description }}</p>
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</div>
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<a href="{{ ticket_url }}" style="display:inline-block;background:#e94560;color:#fff;padding:12px 24px;border-radius:6px;text-decoration:none;margin-top:8px;">View Ticket</a>
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</div>
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<div style="background:#f4f4f4;padding:16px 32px;text-align:center;color:#999;font-size:12px;">
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IT Helpdesk System • This is an automated notification.
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</div>
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</div>
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</body></html>
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"""
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_STATUS_UPDATE_EMAIL = """
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<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
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<div style="max-width:600px;margin:0 auto;background:#fff;border-radius:8px;overflow:hidden;box-shadow:0 2px 8px rgba(0,0,0,.1);">
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<div style="background:#1a1a2e;padding:24px 32px;">
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<h1 style="color:#e94560;margin:0;font-size:22px;">🔄 Ticket Update</h1>
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</div>
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<div style="padding:32px;">
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<p style="color:#555;margin-top:0;">Your ticket <strong>{{ ticket_number }}</strong> has been updated.</p>
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<p><strong>{{ title }}</strong></p>
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<p style="color:#555;">{{ message }}</p>
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<a href="{{ ticket_url }}" style="display:inline-block;background:#e94560;color:#fff;padding:12px 24px;border-radius:6px;text-decoration:none;margin-top:8px;">View Ticket</a>
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</div>
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<div style="background:#f4f4f4;padding:16px 32px;text-align:center;color:#999;font-size:12px;">
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IT Helpdesk System • This is an automated notification.
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</div>
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</div>
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</body></html>
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"""
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def _priority_badge_color(priority):
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return {'low': '#28a745', 'medium': '#ffc107', 'high': '#dc3545', 'critical': '#343a40'}.get(priority, '#6c757d')
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# ─── In-App Notification ──────────────────────────────────────────────────────
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def create_notification(user_id, notif_type, title, message, ticket_id=None, link=None):
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"""Persist an in-app notification and push via WebSocket."""
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try:
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notif = Notification(
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user_id = user_id,
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ticket_id= ticket_id,
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type = notif_type,
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title = title,
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message = message,
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link = link,
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)
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db.session.add(notif)
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db.session.commit()
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logger.info(f'[NOTIFICATION CREATE] user_id={user_id} type={notif_type} ticket_id={ticket_id}')
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# Real-time push — schedule via socketio.start_background_task so the
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# emit runs inside eventlet's green-thread pool, not inline in the WSGI
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# request context. Inline emits during a polling→WebSocket upgrade can
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# race with the upgrade handshake and disconnect the client.
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payload = {
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'id' : notif.id,
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'type' : notif_type,
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'title' : title,
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'message' : message,
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'link' : link,
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'created_at': notif.created_at.isoformat(),
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}
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def _emit():
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socketio.emit(
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'new_notification',
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payload,
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to=f'user_{user_id}', # 'to' is the modern alias for 'room'
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namespace='/', # explicit default namespace — avoids
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) # ambiguity under reverse-proxy setups
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socketio.start_background_task(_emit)
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except Exception as exc:
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db.session.rollback()
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logger.error(f'[NOTIFICATION ERROR] Failed to create notification: {exc}')
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# ─── Email Notification ───────────────────────────────────────────────────────
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def send_email(subject, recipients, html_body):
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"""
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Send an email in a background thread so it never blocks the request.
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Flask-Mail opens an SMTP connection synchronously. Running it in the main
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request thread means a slow or failing SMTP server delays the entire
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response — including the WebSocket notification push that follows.
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Using a daemon thread isolates SMTP failures from the request lifecycle.
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"""
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from threading import Thread
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from flask import current_app
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app = current_app._get_current_object() # real app, not the proxy
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def _send():
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with app.app_context():
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try:
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msg = Message(subject=subject, recipients=recipients, html=html_body)
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mail.send(msg)
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logger.info(f'[EMAIL SENT] subject="{subject}" to={recipients}')
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except Exception as exc:
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logger.error(f'[EMAIL ERROR] Failed to send "{subject}" to {recipients}: {exc}')
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t = Thread(target=_send, daemon=True)
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t.start()
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# ─── Ticket Event Helpers ─────────────────────────────────────────────────────
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def notify_new_ticket(ticket):
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"""Notify IT staff (email + in-app) and confirm receipt to the creator."""
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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# Email IT staff
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html = render_template_string(_NEW_TICKET_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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description = ticket.description[:500],
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category = ticket.category.replace('_', ' ').title(),
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priority = ticket.priority.upper(),
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priority_color= _priority_badge_color(ticket.priority),
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submitted_by = ticket.creator.full_name,
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ticket_url = ticket_url,
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)
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it_email = current_app.config.get('IT_DEPT_EMAIL')
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send_email(f'[New Ticket] {ticket.ticket_number} – {ticket.title}', [it_email], html)
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# In-app: all IT staff
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it_users = User.query.filter(
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User.role.in_([UserRole.IT_STAFF, UserRole.ADMIN]),
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User.is_active == True,
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).all()
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for staff in it_users:
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create_notification(
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user_id = staff.id,
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notif_type= NotificationType.TICKET_CREATED,
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title = f'New Ticket: {ticket.ticket_number}',
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message = f'{ticket.creator.full_name} submitted: {ticket.title}',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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# Confirm to creator
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create_notification(
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user_id = ticket.created_by_id,
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notif_type= NotificationType.TICKET_CREATED,
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title = f'Ticket {ticket.ticket_number} Created',
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message = 'Your ticket has been received. Our IT team will review it shortly.',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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def notify_status_change(ticket, old_status, changed_by):
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"""Notify ticket creator of status change."""
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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msg_text = f'Status changed from {old_status.replace("_"," ").title()} to {ticket.status.replace("_"," ").title()} by {changed_by.full_name}.'
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html = render_template_string(_STATUS_UPDATE_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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message = msg_text,
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ticket_url = ticket_url,
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)
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if ticket.creator.email_notif:
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send_email(
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f'[Ticket Update] {ticket.ticket_number} – Status Changed',
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[ticket.creator.email],
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html,
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)
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create_notification(
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user_id = ticket.created_by_id,
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notif_type= NotificationType.STATUS_CHANGED,
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title = f'Ticket {ticket.ticket_number} Updated',
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message = msg_text,
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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logger.info(f'[TICKET STATUS] ticket_id={ticket.id} {old_status} -> {ticket.status} by user_id={changed_by.id}')
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def notify_comment_added(comment):
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"""Notify relevant parties when a comment is added."""
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ticket = comment.ticket
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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# ── Real-time push to everyone viewing this ticket ────────────────────────
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# Emit to the ticket room so all users currently on the ticket detail page
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# receive the new comment immediately without needing to reload.
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payload = {
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'id' : comment.id,
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'author_name' : comment.author.full_name,
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'author_init' : comment.author.full_name[0].upper(),
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'author_avatar': comment.author.avatar_url or '',
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'is_it_staff' : comment.author.is_it_staff,
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'is_internal': comment.is_internal,
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'body' : comment.body,
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'created_at' : comment.created_at.strftime('%b %d, %Y %H:%M'),
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'author_id' : comment.author_id,
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'can_delete' : True, # the author always can; recipient-side JS checks role too
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'attachments': [
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{
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'id' : a.id,
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'filename' : a.filename,
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'mime_type': a.mime_type or '',
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'is_image' : (a.mime_type or '').startswith('image/'),
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}
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for a in comment.attachments.all()
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],
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}
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def _emit_comment():
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socketio.emit(
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'new_comment',
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payload,
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to = f'ticket_{ticket.id}',
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namespace = '/',
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)
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socketio.start_background_task(_emit_comment)
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# ─────────────────────────────────────────────────────────────────────────
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notified = set()
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def _notify(user_id, is_internal=False):
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if user_id in notified:
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return
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notified.add(user_id)
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create_notification(
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user_id = user_id,
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notif_type= NotificationType.COMMENT_ADDED,
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title = f'New Comment on {ticket.ticket_number}',
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message = f'{comment.author.full_name} commented: {comment.body[:100]}',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}#comment-{comment.id}',
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)
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user = db.session.get(User, user_id)
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if user and user.email_notif and not is_internal:
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html = render_template_string(_STATUS_UPDATE_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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message = f'{comment.author.full_name} added a comment: {comment.body[:300]}',
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ticket_url = ticket_url,
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)
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send_email(
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f'[Ticket Comment] {ticket.ticket_number}',
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[user.email],
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html,
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)
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# Notify creator (skip if internal-only comment)
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if not comment.is_internal:
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_notify(ticket.created_by_id)
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# Notify assignee
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if ticket.assigned_to_id and ticket.assigned_to_id != comment.author_id:
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_notify(ticket.assigned_to_id, is_internal=comment.is_internal)
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logger.info(f'[COMMENT ADD] comment_id={comment.id} ticket_id={ticket.id} author_id={comment.author_id} internal={comment.is_internal}')
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def notify_assignment(ticket, assigned_by):
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"""Notify newly assigned IT staff member."""
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if not ticket.assigned_to_id:
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return
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base_url = current_app.config.get('APP_BASE_URL', '')
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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create_notification(
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user_id = ticket.assigned_to_id,
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notif_type= NotificationType.TICKET_ASSIGNED,
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title = f'Ticket Assigned: {ticket.ticket_number}',
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message = f'You have been assigned ticket "{ticket.title}" by {assigned_by.full_name}.',
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ticket_id = ticket.id,
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link = f'/tickets/{ticket.id}',
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)
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if ticket.assignee and ticket.assignee.email_notif:
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html = render_template_string(_STATUS_UPDATE_EMAIL,
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ticket_number = ticket.ticket_number,
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title = ticket.title,
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message = f'This ticket has been assigned to you by {assigned_by.full_name}.',
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ticket_url = ticket_url,
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)
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send_email(
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f'[Ticket Assigned] {ticket.ticket_number}',
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[ticket.assignee.email],
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html,
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)
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logger.info(f'[TICKET ASSIGN] ticket_id={ticket.id} assigned_to={ticket.assigned_to_id} by={assigned_by.id}')
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def send_satisfaction_survey(ticket):
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"""Send a satisfaction survey email when a ticket is resolved.
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Creates a TicketSatisfaction row with a unique survey token, then
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emails the ticket creator a link to rate their experience (1-5 stars).
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The link is token-authenticated so the employee does not need to be
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logged in to respond.
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URL construction
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----------------
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All other notification functions in this module use APP_BASE_URL from
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config to build absolute URLs — NOT url_for(..., _external=True).
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This function follows the same pattern. Using url_for inside an f-string
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that is evaluated before the background thread starts causes a
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RuntimeError ("Working outside of request context") which silently
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swallows the entire function before the Thread is ever created.
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Called from update_ticket() after commit, when status → Resolved.
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"""
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from app.models import TicketSatisfaction
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from app import mail
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from threading import Thread
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from flask_mail import Message
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creator = ticket.creator
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if not creator or not creator.email_notif:
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return
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survey = TicketSatisfaction.create_for_ticket(ticket)
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if not survey:
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return # already sent for this ticket
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db.session.commit()
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logger.info(f'[SURVEY CREATED] ticket_id={ticket.id} token={survey.survey_token[:8]}…')
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# Build absolute URLs using APP_BASE_URL — identical to every other
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# notification function in this file. url_for(_external=True) requires
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# an active request context which is not guaranteed here.
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base_url = current_app.config.get('APP_BASE_URL', '').rstrip('/')
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survey_url = f"{base_url}/survey/{survey.survey_token}"
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ticket_url = f"{base_url}/tickets/{ticket.id}"
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stars_html = ''.join(
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f'<a href="{survey_url}?rating={i}" '
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f'style="display:inline-block;margin:0 6px;font-size:38px;'
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f'text-decoration:none;color:#f59e0b;" title="{i} star">★</a>'
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for i in range(1, 6)
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)
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html = f"""
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<html><body style="font-family:Arial,sans-serif;background:#f4f4f4;padding:20px;">
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<div style="max-width:560px;margin:0 auto;background:#fff;border-radius:10px;
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overflow:hidden;box-shadow:0 2px 12px rgba(0,0,0,.08);">
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<div style="background:#1e293b;padding:24px 32px;">
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<h1 style="color:#fff;margin:0;font-size:20px;">⭐ How did we do?</h1>
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</div>
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<div style="padding:32px;">
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<p style="color:#334155;margin-top:0;">Hi {creator.full_name},</p>
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<p style="color:#334155;">
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Your ticket <strong>{ticket.ticket_number}</strong> —
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<em>{ticket.title}</em> — has been marked as resolved.
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We'd love to hear how we did!
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</p>
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<p style="color:#334155;font-weight:600;margin-bottom:6px;">
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Click a star to rate your experience:
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</p>
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<p style="text-align:center;margin:20px 0;line-height:1;">
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{stars_html}
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</p>
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<p style="text-align:center;">
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<a href="{survey_url}" style="color:#2563eb;font-size:13px;">
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Or leave a detailed comment
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</a>
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</p>
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<p style="color:#94a3b8;font-size:12px;margin-top:24px;">
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If you feel the issue is not fully resolved, you can
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<a href="{ticket_url}" style="color:#2563eb;">re-open your ticket</a>
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at any time.
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</p>
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</div>
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<div style="background:#f8fafc;padding:16px 32px;text-align:center;
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color:#94a3b8;font-size:11px;border-top:1px solid #e2e8f0;">
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TechDesk IT Helpdesk • This is an automated message.
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</div>
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</div>
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</body></html>"""
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msg = Message(
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subject = f'[TechDesk] How did we do? — {ticket.ticket_number}',
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recipients = [creator.email],
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html = html,
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)
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def _send():
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with current_app.app_context():
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try:
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mail.send(msg)
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logger.info(f'[SURVEY EMAIL SENT] ticket_id={ticket.id} user_id={creator.id}')
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except Exception as exc:
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logger.error(f'[SURVEY EMAIL FAILED] ticket_id={ticket.id} {exc}')
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Thread(target=_send, daemon=True).start() |