def update_ticket(request, ticket_id, public=False):
    if not (public or (request.user.is_authenticated() and request.user.is_active and (request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE))):
        return HttpResponseRedirect('%s?next=%s' % (reverse('login'), request.path))

    ticket = get_object_or_404(Ticket, id=ticket_id)

    comment = request.POST.get('comment', '')
    new_status = int(request.POST.get('new_status', ticket.status))
    title = request.POST.get('title', '')
    public = request.POST.get('public', False)
    owner = int(request.POST.get('owner', -1))
    priority = int(request.POST.get('priority', ticket.priority))
    due_date_year = int(request.POST.get('due_date_year', 0))
    due_date_month = int(request.POST.get('due_date_month', 0))
    due_date_day = int(request.POST.get('due_date_day', 0))

    if not (due_date_year and due_date_month and due_date_day):
        due_date = ticket.due_date
    else:
        if ticket.due_date:
            due_date = ticket.due_date
        else:
            due_date = timezone.now()
        due_date = due_date.replace(due_date_year, due_date_month, due_date_day)

    no_changes = all([
        not request.FILES,
        not comment,
        new_status == ticket.status,
        title == ticket.title,
        priority == int(ticket.priority),
        due_date == ticket.due_date,
        (owner == -1) or (not owner and not ticket.assigned_to) or (owner and User.objects.get(id=owner) == ticket.assigned_to),
    ])
    if no_changes:
        return return_to_ticket(request.user, helpdesk_settings, ticket)

    # We need to allow the 'ticket' and 'queue' contexts to be applied to the
    # comment.
    from django.template import loader, Context
    context = safe_template_context(ticket)
    # this line sometimes creates problems if code is sent as a comment.
    # if comment contains some django code, like "why does {% if bla %} crash",
    # then the following line will give us a crash, since django expects {% if %}
    # to be closed with an {% endif %} tag.

    # get_template_from_string was removed in Django 1.8 http://django.readthedocs.org/en/1.8.x/ref/templates/upgrading.html
    try:
        from django.template import engines
        template_func = engines['django'].from_string
    except __HOLE__:  # occurs in django < 1.8
        template_func = loader.get_template_from_string

    # RemovedInDjango110Warning: render() must be called with a dict, not a Context.
    if VERSION < (1, 8):
        context = Context(context)

    comment = template_func(comment).render(context)

    if owner is -1 and ticket.assigned_to:
        owner = ticket.assigned_to.id

    f = FollowUp(ticket=ticket, date=timezone.now(), comment=comment)

    if request.user.is_staff or helpdesk_settings.HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE:
        f.user = request.user

    f.public = public

    reassigned = False

    if owner is not -1:
        if owner != 0 and ((ticket.assigned_to and owner != ticket.assigned_to.id) or not ticket.assigned_to):
            new_user = User.objects.get(id=owner)
            f.title = _('Assigned to %(username)s') % {
                'username': new_user.get_username(),
                }
            ticket.assigned_to = new_user
            reassigned = True
        # user changed owner to 'unassign'
        elif owner == 0 and ticket.assigned_to is not None:
            f.title = _('Unassigned')
            ticket.assigned_to = None

    if new_status != ticket.status:
        ticket.status = new_status
        ticket.save()
        f.new_status = new_status
        if f.title:
            f.title += ' and %s' % ticket.get_status_display()
        else:
            f.title = '%s' % ticket.get_status_display()

    if not f.title:
        if f.comment:
            f.title = _('Comment')
        else:
            f.title = _('Updated')

    f.save()

    files = []
    if request.FILES:
        import mimetypes, os
        for file in request.FILES.getlist('attachment'):
            filename = file.name.encode('ascii', 'ignore')
            a = Attachment(
                followup=f,
                filename=filename,
                mime_type=mimetypes.guess_type(filename)[0] or 'application/octet-stream',
                size=file.size,
                )
            a.file.save(filename, file, save=False)
            a.save()

            if file.size < getattr(settings, 'MAX_EMAIL_ATTACHMENT_SIZE', 512000):
                # Only files smaller than 512kb (or as defined in
                # settings.MAX_EMAIL_ATTACHMENT_SIZE) are sent via email.
                files.append([a.filename, a.file])


    if title != ticket.title:
        c = TicketChange(
            followup=f,
            field=_('Title'),
            old_value=ticket.title,
            new_value=title,
            )
        c.save()
        ticket.title = title

    if priority != ticket.priority:
        c = TicketChange(
            followup=f,
            field=_('Priority'),
            old_value=ticket.priority,
            new_value=priority,
            )
        c.save()
        ticket.priority = priority

    if due_date != ticket.due_date:
        c = TicketChange(
            followup=f,
            field=_('Due on'),
            old_value=ticket.due_date,
            new_value=due_date,
            )
        c.save()
        ticket.due_date = due_date

    if new_status in [ Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS ]:
        if new_status == Ticket.RESOLVED_STATUS or ticket.resolution is None:
            ticket.resolution = comment

    messages_sent_to = []

    # ticket might have changed above, so we re-instantiate context with the
    # (possibly) updated ticket.
    context = safe_template_context(ticket)
    context.update(
        resolution=ticket.resolution,
        comment=f.comment,
        )

    if public and (f.comment or (f.new_status in (Ticket.RESOLVED_STATUS, Ticket.CLOSED_STATUS))):


        if f.new_status == Ticket.RESOLVED_STATUS:
            template = 'resolved_'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template = 'closed_'
        else:
            template = 'updated_'

        template_suffix = 'submitter'

        if ticket.submitter_email:
            send_templated_mail(
                template + template_suffix,
                context,
                recipients=ticket.submitter_email,
                sender=ticket.queue.from_address,
                fail_silently=True,
                files=files,
                )
            messages_sent_to.append(ticket.submitter_email)

        template_suffix = 'cc'

        for cc in ticket.ticketcc_set.all():
            if cc.email_address not in messages_sent_to:
                send_templated_mail(
                    template + template_suffix,
                    context,
                    recipients=cc.email_address,
                    sender=ticket.queue.from_address,
                    fail_silently=True,
                    files=files,
                    )
                messages_sent_to.append(cc.email_address)

    if ticket.assigned_to and request.user != ticket.assigned_to and ticket.assigned_to.email and ticket.assigned_to.email not in messages_sent_to:
        # We only send e-mails to staff members if the ticket is updated by
        # another user. The actual template varies, depending on what has been
        # changed.
        if reassigned:
            template_staff = 'assigned_owner'
        elif f.new_status == Ticket.RESOLVED_STATUS:
            template_staff = 'resolved_owner'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template_staff = 'closed_owner'
        else:
            template_staff = 'updated_owner'

        if (not reassigned or ( reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_assign', False))) or (not reassigned and ticket.assigned_to.usersettings.settings.get('email_on_ticket_change', False)):
            send_templated_mail(
                template_staff,
                context,
                recipients=ticket.assigned_to.email,
                sender=ticket.queue.from_address,
                fail_silently=True,
                files=files,
                )
            messages_sent_to.append(ticket.assigned_to.email)

    if ticket.queue.updated_ticket_cc and ticket.queue.updated_ticket_cc not in messages_sent_to:
        if reassigned:
            template_cc = 'assigned_cc'
        elif f.new_status == Ticket.RESOLVED_STATUS:
            template_cc = 'resolved_cc'
        elif f.new_status == Ticket.CLOSED_STATUS:
            template_cc = 'closed_cc'
        else:
            template_cc = 'updated_cc'

        send_templated_mail(
            template_cc,
            context,
            recipients=ticket.queue.updated_ticket_cc,
            sender=ticket.queue.from_address,
            fail_silently=True,
            files=files,
            )

    ticket.save()

    # auto subscribe user if enabled
    if helpdesk_settings.HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE and request.user.is_authenticated():
        ticketcc_string, SHOW_SUBSCRIBE = return_ticketccstring_and_show_subscribe(request.user, ticket)
        if SHOW_SUBSCRIBE:
            subscribe_staff_member_to_ticket(ticket, request.user)

    return return_to_ticket(request.user, helpdesk_settings, ticket)
dataset/ETHPy150Open rossp/django-helpdesk/helpdesk/views/staff.py/update_ticket