leopold.stroblandClaude Opus 4.8
1041f283a4
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>
385 lines
15 KiB
Python
385 lines
15 KiB
Python
"""Flask-Dashboard für den EPI-Support-Monitor.
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Läuft hinter Apache unter dem Pfad EPISUPPORT_URL_PREFIX (z. B. /episupport).
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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, 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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def _zammad():
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global _client
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if _client is None:
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_client = ZammadClient()
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return _client
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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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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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return conversation.load_articles(ticket_id), None
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class PrefixMiddleware:
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"""Setzt SCRIPT_NAME, damit url_for hinter dem Apache-Subpfad stimmt."""
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def __init__(self, app, prefix=""):
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self.app = app
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self.prefix = prefix
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def __call__(self, environ, start_response):
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if self.prefix:
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environ["SCRIPT_NAME"] = self.prefix
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path = environ.get("PATH_INFO", "")
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if path.startswith(self.prefix):
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environ["PATH_INFO"] = path[len(self.prefix):]
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return self.app(environ, start_response)
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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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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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return {"zammad_url": config.ZAMMAD_URL}
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# ------------------------------------------------------------- Routen
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# erlaubte Sortierspalten (Anzeigename -> DB-Spalte)
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SORT_COLS = {
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"number": "number", "title": "title", "state": "state",
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"priority": "priority_id", "owner": "owner",
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"articles": "article_count", "updated": "zammad_updated_at",
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"created": "zammad_created_at",
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}
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@app.route("/")
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def index():
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state = request.args.get("state", "")
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sort = request.args.get("sort", "updated")
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if sort not in SORT_COLS:
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sort = "updated"
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direction = "asc" if request.args.get("dir") == "asc" else "desc"
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with db.get_conn() as conn:
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params = []
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where = ""
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if state == "not_closed":
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where = "WHERE state NOT IN ('closed','merged','removed')"
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elif state:
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where = "WHERE state = ?"
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params.append(state)
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# Tickets mit unbestätigten (ungelesenen) Änderungen
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unseen_map = {
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r["ticket_id"]: r["c"] for r in conn.execute(
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"SELECT ticket_id, COUNT(*) c FROM changes WHERE seen=0 "
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"GROUP BY ticket_id"
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).fetchall()
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}
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col = SORT_COLS[sort]
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# Tickets mit offenen Änderungen immer zuerst, dann nach Sortierwahl
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order = (f'CASE WHEN id IN (SELECT DISTINCT ticket_id FROM changes '
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f'WHERE seen=0) THEN 0 ELSE 1 END, {col} {direction.upper()}')
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tickets = conn.execute(
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f"SELECT * FROM tickets {where} ORDER BY {order}", params
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).fetchall()
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states = conn.execute(
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"SELECT state, COUNT(*) c FROM tickets GROUP BY state ORDER BY c DESC"
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).fetchall()
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stats = {
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"total": conn.execute("SELECT COUNT(*) c FROM tickets").fetchone()["c"],
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"open": conn.execute(
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"SELECT COUNT(*) c FROM tickets WHERE state NOT IN ('closed','merged','removed')"
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).fetchone()["c"],
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"unseen": conn.execute(
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"SELECT COUNT(*) c FROM changes WHERE seen=0"
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).fetchone()["c"],
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}
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recent = conn.execute(
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"SELECT * FROM changes WHERE seen=0 ORDER BY detected_at DESC LIMIT 8"
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).fetchall()
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last_run = conn.execute(
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"SELECT * FROM sync_runs ORDER BY id DESC LIMIT 1"
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).fetchone()
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return render_template("index.html", tickets=tickets, states=states,
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stats=stats, recent=recent, last_run=last_run,
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active_state=state, sort=sort, dir=direction,
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unseen_map=unseen_map)
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@app.route("/ticket/<int:ticket_id>")
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def ticket_detail(ticket_id):
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with db.get_conn() as conn:
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ticket = conn.execute(
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"SELECT * FROM tickets WHERE id=?", (ticket_id,)
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).fetchone()
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if ticket is None:
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abort(404)
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timeline = conn.execute(
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"SELECT * FROM changes WHERE ticket_id=? ORDER BY detected_at DESC",
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(ticket_id,)
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).fetchall()
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conversation, conv_error = _load_conversation(ticket_id)
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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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body = (request.form.get("body") or "").strip()
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with db.get_conn() as conn:
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ticket = conn.execute("SELECT number, title FROM tickets WHERE id=?",
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(ticket_id,)).fetchone()
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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, "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, 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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def _known_groups():
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with db.get_conn() as conn:
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rows = conn.execute(
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'SELECT DISTINCT "group" g FROM tickets WHERE "group" IS NOT NULL '
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'ORDER BY g').fetchall()
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return [r["g"] for r in rows] or ["EPI::Support"]
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@app.route("/new")
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def new_ticket_form():
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return render_template("new_ticket.html", groups=_known_groups())
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@app.route("/new/preview", methods=["POST"])
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def new_ticket_preview():
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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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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, "token": token or ""},
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)
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@app.route("/new/send", methods=["POST"])
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def new_ticket_send():
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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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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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def changes():
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show = request.args.get("show", "all")
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with db.get_conn() as conn:
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if show == "unseen":
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rows = conn.execute(
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"SELECT * FROM changes WHERE seen=0 ORDER BY detected_at DESC LIMIT 300"
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).fetchall()
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else:
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rows = conn.execute(
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"SELECT * FROM changes ORDER BY detected_at DESC LIMIT 300"
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).fetchall()
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unseen = conn.execute(
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"SELECT COUNT(*) c FROM changes WHERE seen=0").fetchone()["c"]
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return render_template("changes.html", rows=rows, show=show, unseen=unseen)
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@app.route("/changes/mark-read", methods=["POST"])
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def mark_read():
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with db.get_conn() as conn:
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conn.execute("UPDATE changes SET seen=1 WHERE seen=0")
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flash("Alle Änderungen als gelesen markiert.")
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return redirect(request.referrer or url_for("index"))
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@app.route("/changes/<int:change_id>/seen", methods=["POST"])
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def mark_one_read(change_id):
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with db.get_conn() as conn:
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conn.execute("UPDATE changes SET seen=1 WHERE id=?", (change_id,))
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return redirect(request.referrer or url_for("index"))
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PERIODS = [("30", "30 Tage"), ("90", "90 Tage"), ("180", "6 Monate"),
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("365", "12 Monate"), ("all", "gesamt")]
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def _period_days():
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p = request.args.get("period", "365")
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if p == "all":
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return None, "all"
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try:
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return int(p), p
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except ValueError:
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return 365, "365"
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@app.route("/analytics")
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def analytics_view():
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days, active = _period_days()
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m = analytics.compute(days)
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chart_svg = charts.monthly_chart(m["monthly"])
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return render_template("analytics.html", m=m, chart_svg=chart_svg,
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periods=PERIODS, active_period=active, h=m["humanize"])
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@app.route("/export.xlsx")
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def export_xlsx():
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days, active = _period_days()
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data = export.build_workbook(days)
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fname = f"epi-support-auswertung-{active}.xlsx"
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return Response(
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data,
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mimetype="application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
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headers={"Content-Disposition": f'attachment; filename="{fname}"'},
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)
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@app.route("/health")
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def health():
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with db.get_conn() as conn:
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last = conn.execute(
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"SELECT * FROM sync_runs ORDER BY id DESC LIMIT 1"
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).fetchone()
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if last is None:
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return {"status": "starting"}, 200
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return {
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"status": last["status"],
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"last_run": last["finished_at"],
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"tickets": last["ticket_count"],
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}, 200
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return app
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app = create_app()
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