Add EPI-Support monitoring & analytics platform
Internal Flask app that monitors the epi-helpdesk.zammad.com tickets via the Zammad API, deployable as a systemd service behind Apache under /episupport. Features: - Poller: session-login API sync, snapshot diff to detect agent changes (status, owner, priority, closures, new replies); email notifications - Dashboard: ticket overview with sorting, "not closed" filter and highlighting of tickets with unconfirmed changes; per-item and bulk "mark as read" - Analytics: KPIs, response/resolution times, monthly SVG trend chart, distributions (status/priority/group/agent), Excel export - Conversation view: full per-ticket thread cached in the DB (avoids proxy timeouts), inline image attachments, safe HTML-to-text rendering - Write actions: reply to tickets and create new tickets with a confirmation step and attachment upload (incl. clipboard paste); self-triggered actions are synced back so they aren't flagged as changes - Local timezone display (Europe/Berlin) for all timestamps Includes deploy tooling: setup.sh, systemd units and Apache config. Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
This commit is contained in:
Claude Opus 4.8
+85
-28
@@ -5,15 +5,23 @@ Das SCRIPT_NAME-Middleware sorgt dafür, dass url_for() korrekte Links mit
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Präfix erzeugt.
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"""
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import logging
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from datetime import datetime, timezone
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from zoneinfo import ZoneInfo, ZoneInfoNotFoundError
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from flask import (Flask, Response, abort, flash, redirect, render_template,
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request, url_for)
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from . import analytics, charts, config, db, export, textutil
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from . import analytics, charts, config, conversation, db, export, poller, uploads
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from .zammad import ZammadClient, ZammadError
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log = logging.getLogger("episupport.web")
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try:
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_DISPLAY_TZ = ZoneInfo(config.DISPLAY_TZ)
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except (ZoneInfoNotFoundError, ValueError):
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log.warning("Zeitzone %s nicht verfügbar – zeige UTC.", config.DISPLAY_TZ)
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_DISPLAY_TZ = timezone.utc
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# Lazy initialisierter Zammad-Client für Live-Abrufe (Konversation).
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_client = None
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@@ -25,31 +33,28 @@ def _zammad():
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return _client
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def _load_conversation(ticket_id):
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"""Holt die Artikel eines Tickets live und bereitet sie auf.
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Gibt (articles, error) zurück."""
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def _sync_own_action(ticket_id):
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"""Nach eigener Antwort/Neuanlage das Ticket sofort in die DB übernehmen,
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damit die selbst ausgelöste Änderung nicht als Änderung gemeldet wird."""
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try:
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raw = _zammad().ticket_articles(ticket_id)
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poller.sync_ticket(_zammad(), ticket_id)
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except Exception as e: # noqa: BLE001 - darf den Sendevorgang nie stören
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log.warning("sync_ticket nach eigener Aktion fehlgeschlagen (%s): %s",
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ticket_id, e)
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def _load_conversation(ticket_id):
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"""Konversation aus der DB laden. Ist noch nichts gespeichert, einmalig
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live nachladen (kurzer Timeout, damit die Seite nicht hängt) und cachen.
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Gibt (articles, error) zurück."""
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arts = conversation.load_articles(ticket_id)
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if arts:
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return arts, None
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try:
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conversation.store_articles(_zammad(), ticket_id, timeout=20)
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except ZammadError as e:
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return [], str(e)
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out = []
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for a in raw:
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body = a.get("body") or ""
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if (a.get("content_type") or "").startswith("text/html"):
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body = textutil.clean_html(body)
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atts = [x.get("filename") for x in (a.get("attachments") or [])
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if x.get("filename") and x.get("filename") != "message.html"]
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out.append({
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"id": a.get("id"),
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"sender": a.get("sender"), # Customer / Agent / System
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"frm": a.get("from") or "",
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"created_at": a.get("created_at"),
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"subject": a.get("subject"),
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"internal": a.get("internal"),
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"body": body,
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"attachments": atts,
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})
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return out, None
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return conversation.load_articles(ticket_id), None
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class PrefixMiddleware:
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@@ -71,15 +76,24 @@ class PrefixMiddleware:
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def create_app() -> Flask:
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app = Flask(__name__, template_folder="../templates", static_folder="../static")
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app.secret_key = "episupport-local" # nur für Flash-Messages, keine Logins
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app.config["MAX_CONTENT_LENGTH"] = 25 * 1024 * 1024 # max. 25 MB Upload
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app.wsgi_app = PrefixMiddleware(app.wsgi_app, prefix=config.URL_PREFIX)
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db.init_db()
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# ------------------------------------------------------------- Filter
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@app.template_filter("dt")
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def _dt(value):
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"""UTC-Zeitstempel in lokaler Zeitzone (Standard Europe/Berlin) anzeigen."""
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if not value:
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return "–"
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return str(value).replace("T", " ")[:16]
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try:
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s = str(value).replace("Z", "+00:00")
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d = datetime.fromisoformat(s)
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if d.tzinfo is None:
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d = d.replace(tzinfo=timezone.utc)
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return d.astimezone(_DISPLAY_TZ).strftime("%d.%m.%Y %H:%M")
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except (ValueError, TypeError):
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return str(value).replace("T", " ")[:16]
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@app.context_processor
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def _inject():
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@@ -166,6 +180,32 @@ def create_app() -> Flask:
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return render_template("ticket.html", ticket=ticket, timeline=timeline,
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conversation=conversation, conv_error=conv_error)
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@app.route("/ticket/<int:ticket_id>/article/<int:article_id>/att/<int:att_id>")
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def attachment(ticket_id, article_id, att_id):
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meta = conversation.find_attachment(article_id, att_id)
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if not meta or meta["id"] is None:
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abort(404)
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try:
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data = conversation.get_attachment_bytes(
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_zammad(), ticket_id, article_id, att_id)
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except ZammadError:
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abort(502)
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return Response(
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data,
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mimetype=meta["mime"] or "application/octet-stream",
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headers={"Content-Disposition":
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f'inline; filename="{meta["filename"]}"'},
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)
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@app.route("/ticket/<int:ticket_id>/refresh", methods=["POST"])
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def refresh_conversation(ticket_id):
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try:
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conversation.store_articles(_zammad(), ticket_id, timeout=25)
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flash("Konversation aktualisiert.")
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except ZammadError as e:
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flash("Aktualisierung fehlgeschlagen: " + str(e))
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return redirect(url_for("ticket_detail", ticket_id=ticket_id))
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# ----------------------------------------------------- Antworten (live)
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@app.route("/ticket/<int:ticket_id>/reply", methods=["POST"])
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def reply_preview(ticket_id):
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@@ -176,27 +216,35 @@ def create_app() -> Flask:
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if not body:
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flash("Bitte zuerst einen Text eingeben.")
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return redirect(url_for("ticket_detail", ticket_id=ticket_id))
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uploads.cleanup_stale()
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token, att_names = uploads.save_pending(request.files.getlist("files"))
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return render_template(
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"confirm.html",
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heading="Antwort an EPI senden?",
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intro=f"Diese Antwort wird live an den EPI-Support zu Ticket "
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f"#{ticket['number'] if ticket else ticket_id} übermittelt:",
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preview=body,
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attachments=att_names,
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action_url=url_for("reply_send", ticket_id=ticket_id),
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cancel_url=url_for("ticket_detail", ticket_id=ticket_id),
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fields={"body": body},
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fields={"body": body, "token": token or ""},
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)
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@app.route("/ticket/<int:ticket_id>/reply/send", methods=["POST"])
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def reply_send(ticket_id):
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body = (request.form.get("body") or "").strip()
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token = request.form.get("token") or ""
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if not body:
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uploads.discard(token)
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return redirect(url_for("ticket_detail", ticket_id=ticket_id))
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try:
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_zammad().create_article(ticket_id, body)
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_zammad().create_article(ticket_id, body, uploads.load_attachments(token))
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_sync_own_action(ticket_id)
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flash("✓ Antwort wurde an EPI gesendet.")
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except ZammadError as e:
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flash("✗ Fehler beim Senden: " + str(e))
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finally:
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uploads.discard(token)
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return redirect(url_for("ticket_detail", ticket_id=ticket_id))
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# -------------------------------------------------- Neues Ticket (live)
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@@ -219,15 +267,18 @@ def create_app() -> Flask:
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if not (title and group and body):
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flash("Bitte Titel, Gruppe und Nachricht ausfüllen.")
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return redirect(url_for("new_ticket_form"))
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uploads.cleanup_stale()
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token, att_names = uploads.save_pending(request.files.getlist("files"))
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return render_template(
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"confirm.html",
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heading="Neues Ticket bei EPI anlegen?",
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intro=f"Es wird ein neues Ticket in der Gruppe „{group}“ mit dem "
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f"Titel „{title}“ live beim EPI-Support angelegt:",
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preview=body,
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attachments=att_names,
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action_url=url_for("new_ticket_send"),
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cancel_url=url_for("new_ticket_form"),
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fields={"title": title, "group": group, "body": body},
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fields={"title": title, "group": group, "body": body, "token": token or ""},
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)
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@app.route("/new/send", methods=["POST"])
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@@ -235,16 +286,22 @@ def create_app() -> Flask:
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title = (request.form.get("title") or "").strip()
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group = (request.form.get("group") or "").strip()
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body = (request.form.get("body") or "").strip()
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token = request.form.get("token") or ""
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if not (title and group and body):
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uploads.discard(token)
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return redirect(url_for("new_ticket_form"))
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try:
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res = _zammad().create_ticket(title, group, body)
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res = _zammad().create_ticket(title, group, body,
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uploads.load_attachments(token))
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flash(f"✓ Ticket #{res.get('number')} wurde bei EPI angelegt.")
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tid = res.get("id")
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if tid:
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_sync_own_action(tid)
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return redirect(url_for("ticket_detail", ticket_id=tid))
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except ZammadError as e:
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flash("✗ Fehler beim Anlegen: " + str(e))
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finally:
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uploads.discard(token)
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return redirect(url_for("new_ticket_form"))
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@app.route("/changes")
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