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from zenpy import Zenpy |
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from zenpy.lib.api_objects import Ticket |
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from zenpy.lib.api_objects import Comment |
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from zenpy.lib.exception import RecordNotFoundException |
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from zenpy.lib.exception import APIException |
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from st2actions.runners.pythonrunner import Action |
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__all__ = [ |
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'ZendeskAction' |
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] |
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class ZendeskAction(Action): |
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def __init__(self, config): |
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super(ZendeskAction, self).__init__(config=config) |
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self.email = self.config['email'] |
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self.token = self.config['api_token'] |
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self.subdomain = self.config['subdomain'] |
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self.credentials = { |
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'email': self.email, |
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'token': self.token, |
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'subdomain': self.subdomain |
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} |
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self.api = Zenpy(**self.credentials) |
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def clean_response(self, text): |
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return text.replace('\n', ' ').replace(' ', ' ').strip() |
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def url_for_ticket(self, ticket): |
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return 'https://{}.zendesk.com/agent/tickets/{}'.format(self.subdomain, ticket) |
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def api_search(self, query, search_type): |
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return self.api.search(query, type=search_type, sort_by='created_at', sort_order='desc') |
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def create_ticket(self, subject, description): |
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ticket = Ticket(subject=subject, description=description) |
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try: |
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created_ticket_audit = self.api.tickets.create(ticket) |
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return { |
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'ticket_id': created_ticket_audit.ticket.id, |
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'ticket_url': self.url_for_ticket(created_ticket_audit.ticket.id), |
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'subject': self.clean_response(subject), |
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'description': self.clean_response(description) |
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} |
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except APIException: |
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return {'error': 'Could not create ticket with provided parameters'} |
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except Exception as e: |
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self.logger.error(e) |
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return {'error': 'Could not make API request'} |
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def search_tickets(self, query, search_type='ticket', limit=10): |
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try: |
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query_results = self.api_search(query, search_type) |
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results_clean = map(lambda t: { |
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'ticket_id': t.id, |
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'ticket_url': self.url_for_ticket(t.id), |
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'ticket_status': t.status, |
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'subject': self.clean_response(t.subject), |
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'description': self.clean_response(t.description)}, |
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list(query_results)[:limit] |
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) |
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return {'search_results': results_clean} |
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except APIException: |
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return {'error': 'Could not execute search for query: {}'.format(query)} |
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except Exception as e: |
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self.logger.error(e) |
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return {'error': 'There was an error executing your search'} |
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def update_ticket(self, ticket_id, comment_text, public): |
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try: |
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ticket = self.api.tickets(id=ticket_id) |
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ticket.comment = Comment(body=comment_text, public=public) |
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self.api.tickets.update(ticket) |
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return { |
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'ticket_id': ticket_id, |
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'ticket_url': self.url_for_ticket(ticket_id), |
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'body': self.clean_response(comment_text), |
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'public': public |
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} |
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except RecordNotFoundException: |
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return {'error': 'Could not find ticket #{}'.format(ticket_id)} |
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except Exception as e: |
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self.logger.error(e) |
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return {'error': 'Could not update ticket'} |
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def update_ticket_status(self, ticket_id, status): |
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valid_statuses = ['new', 'open', 'pending', 'solved', 'closed'] |
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if status in valid_statuses: |
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try: |
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ticket = self.api.tickets(id=ticket_id) |
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ticket.status = status |
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self.api.tickets.update(ticket) |
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return { |
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'ticket_id': ticket_id, |
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'ticket_url': self.url_for_ticket(ticket_id), |
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'status': status |
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} |
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except RecordNotFoundException: |
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return {'error': 'Could not find ticket #{}'.format(ticket_id)} |
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except Exception as e: |
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self.logger.error(e) |
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return {'error': 'Could not update ticket status'} |
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else: |
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return {'error': 'Invalid status given for ticket'} |
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StackStorm /
st2contrib
