def list_tickets(self, **kwargs):
"""List all tickets, optionally filtered by a view. Specify filters as
keyword arguments, such as:
filter_name = one of ['new_and_my_open', 'watching', 'spam', 'deleted']
(defaults to 'new_and_my_open')
Multiple filters are AND'd together.
"""
filter_name = 'new_and_my_open'
if 'filter_name' in kwargs:
filter_name = kwargs['filter_name']
del kwargs['filter_name']
url = 'tickets?filter=%s' % filter_name
page = 1
per_page = 100
tickets = []
# Skip pagination by looping over each page and adding tickets
while True:
this_page = self._api._get(url + '&page=%d&per_page=%d'
% (page, per_page), kwargs)
tickets += this_page
if len(this_page) < per_page:
break
page += 1
return [Ticket(**t) for t in tickets]
def filter_tickets(self, query, **kwargs):
"""Filter tickets by a given query string. The query string must be in
the format specified in the API documentation at:
https://developer.freshdesk.com/api/#filter_tickets
query = "(ticket_field:integer OR ticket_field:'string') AND ticket_field:boolean"
"""
if len(query) > 512:
raise AttributeError("Query string can have up to 512 characters")
url = "search/tickets?"
page = 1 if not "page" in kwargs else kwargs["page"]
per_page = 30
tickets = []
while True:
this_page = self._api._get(
url + 'page={}&query="{}"'.format(page, query), kwargs)
this_page = this_page["results"]
tickets += this_page
if len(this_page) < per_page or page == 10 or "page" in kwargs:
break
page += 1
return [Ticket(**t) for t in tickets]
def get_ticket(self, ticket_id, include=None):
"""Fetches the ticket for the given ticket ID"""
_ticketcachefile = self._api.ticketid_to_cache_path(ticket_id)
new_ticketcachefile = not _ticketcachefile.exists()
if new_ticketcachefile or any(x in ['tickets', 'all']
for x in self._api.updatecache):
url = 'tickets/%d' % ticket_id
if include:
url = url + f"?include={include}"
try:
ticket = self._api._get(url)['ticket']
except FreshserviceNotFound:
ticket = None
with open(_ticketcachefile, mode='wb') as f:
pickle.dump(ticket, f)
if new_ticketcachefile:
os.chmod(_ticketcachefile, self._api.cachemode)
if self._api.cachegroup:
shutil.chown(_ticketcachefile, group=self._api.cachegroup)
else:
with open(_ticketcachefile, mode='rb') as f:
ticket = pickle.load(f)
if ticket:
return Ticket(**ticket)
else:
return None
def list_tickets(self, max_pages=None, **kwargs):
"""List all tickets, optionally filtered by a view. Specify filters as
keyword arguments, such as:
filter_name = one of ['new_and_my_open', 'watching', 'spam', 'deleted',
None]
(defaults to 'new_and_my_open')
Passing None means that no named filter will be passed to
Freshservice, which mimics the behavior of the 'all_tickets' filter
in v1 of the API.
Multiple filters are AND'd together.
"""
filter_name = 'new_and_my_open'
if 'filter_name' in kwargs:
filter_name = kwargs['filter_name']
del kwargs['filter_name']
url = 'tickets'
if filter_name is not None:
url += '?filter=%s&' % filter_name
else:
url += '?'
page = 1 if not 'page' in kwargs else kwargs['page']
per_page = 100 if not 'per_page' in kwargs else kwargs['per_page']
tickets = []
# Skip pagination by looping over each page and adding tickets if 'page' key is not in kwargs.
# else return the requested page and break the loop
while True:
this_page = self._api._get(
url + 'page=%d&per_page=%d' % (page, per_page),
kwargs)['tickets']
tickets += this_page
if len(this_page) < per_page or 'page' in kwargs or (
max_pages is not None and page >= max_pages):
break
page += 1
all_selected_tickets = []
# Currently we force update cache for all these tickets
# TODO: if self._api.updatecache is false, pull all from cache (need
# to locally implement filters / views)
for ticket in tickets:
_ticketcachefile = self._api.ticketid_to_cache_path(ticket['id'])
new_ticketcachefile = not _ticketcachefile.exists()
with open(_ticketcachefile, mode='wb') as f:
pickle.dump(ticket, f)
all_selected_tickets.append(Ticket(**ticket))
if new_ticketcachefile:
os.chmod(_ticketcachefile, self._api.cachemode)
if self._api.cachegroup:
shutil.chown(_ticketcachefile, group=self._api.cachegroup)
return all_selected_tickets
def get_ticket(self, ticket_id, *include):
"""
Fetches the ticket for the given ticket ID
You can pass strings for the include parameter and they'll be included as include params to the request
ex: get_ticket(some_id, "stats", "conversations", "requester", "company") will result in the following request:
tickets/[some_id]?include=stats,conversations,requester,company
"""
url = "tickets/%d%s" % (ticket_id, "?include=%s" % ",".join(include) if include else "")
ticket = self._api._get(url)
return Ticket(**ticket)
def update_ticket(self, ticket_id, **kwargs):
"""Updates a ticket from a given ticket ID, and always updates cache"""
url = 'tickets/%d' % ticket_id
_ticketcachefile = self._api.ticketid_to_cache_path(ticket_id)
new_ticketcachefile = not _ticketcachefile.exists()
ticket = self._api._put(url, data=json.dumps(kwargs))['ticket']
with open(_ticketcachefile, mode='wb') as f:
pickle.dump(ticket, f)
if new_ticketcachefile:
os.chmod(_ticketcachefile, self._api.cachemode)
if self._api.cachegroup:
shutil.chown(_ticketcachefile, group=self._api.cachegroup)
return Ticket(**ticket)
def create_ticket(self, subject, **kwargs):
"""Creates a ticket"""
url = 'tickets'
status = kwargs.get('status', 2)
priority = kwargs.get('priority', 1)
data = {
'subject': subject,
'status': status,
'priority': priority,
}
data.update(kwargs)
ticket = self._api._post(url, data=json.dumps(data))
return Ticket(**ticket)
def create_ticket(self, subject, **kwargs):
"""
Creates a ticket
To create ticket with attachments,
pass a key 'attachments' with value as list of fully qualified file paths in string format.
ex: attachments = ('/path/to/attachment1', '/path/to/attachment2')
"""
url = "tickets"
status = kwargs.get("status", 2)
priority = kwargs.get("priority", 1)
data = {
"subject": subject,
"status": status,
"priority": priority,
}
data.update(kwargs)
if "attachments" in data:
ticket = self._create_ticket_with_attachment(url, data)
return Ticket(**ticket)
ticket = self._api._post(url, data=json.dumps(data))
return Ticket(**ticket)
def create_ticket(self, subject, **kwargs):
"""
Creates a ticket
To create ticket with attachments,
pass a key 'attachments' with value as list of fully qualified file paths in string format.
ex: attachments = ('/path/to/attachment1', '/path/to/attachment2')
"""
url = 'tickets'
status = kwargs.get('status', 2) # magic default value of 2 = Open
priority = kwargs.get('priority', 1) # magic default value of 1 = Low
data = {
'subject': subject,
'status': status,
'priority': priority,
}
data.update(kwargs)
if 'attachments' in data:
ticket = self._create_ticket_with_attachment(url, data)
return Ticket(**ticket)
ticket = self._api._post(url, data=json.dumps(data))['ticket']
return Ticket(**ticket)
def create_outbound_email(self, subject, description, email, email_config_id, **kwargs):
"""Creates an outbound email"""
url = 'tickets/outbound_email'
priority = kwargs.get('priority', 1)
data = {
'subject': subject,
'description': description,
'priority': priority,
'email': email,
'email_config_id': email_config_id,
}
data.update(kwargs)
ticket = self._api._post(url, data=json.dumps(data))
return Ticket(**ticket)
def create_outbound_email(self, subject, description, email, email_config_id, **kwargs):
"""Creates an outbound email"""
url = "tickets/outbound_email"
priority = kwargs.get("priority", 1)
data = {
"subject": subject,
"description": description,
"priority": priority,
"email": email,
"email_config_id": email_config_id,
}
data.update(kwargs)
ticket = self._api._post(url, data=json.dumps(data))
return Ticket(**ticket)
def list_tickets(self, **kwargs):
"""List all tickets, optionally filtered by a view. Specify filters as
keyword arguments, such as:
filter_name = one of ['new_and_my_open', 'watching', 'spam', 'deleted']
(defaults to 'new_and_my_open')
updated_since (Datetime ISO 8601 FORMAT like 2016-09-17)
company_id = id of company to search ticket for
Multiple filters are AND'd together.
"""
queryString = "?"
filter_name = 'new_and_my_open'
if 'filter_name' in kwargs:
filter_name = kwargs['filter_name']
del kwargs['filter_name']
if filter_name != '':
queryString += 'filter=' + filter_name
if 'company_id' in kwargs:
queryString += '&' if queryString != '?' else ''
queryString += "company_id=" + str(kwargs['company_id'])
del kwargs['company_id']
if 'updated_since' in kwargs:
queryString += '&' if queryString != '?' else ''
queryString += "updated_since=" + str(kwargs['updated_since'])
del kwargs['updated_since']
url = 'tickets%s' % (queryString)
page = 1
per_page = 100
tickets = []
# Skip pagination by looping over each page and adding tickets
while True:
this_page = self._api._get(
url + '&page=%d&per_page=%d' % (page, per_page), kwargs)
tickets += this_page
if len(this_page) < per_page:
break
page += 1
return [Ticket(**t) for t in tickets]
def list_tickets(self, **kwargs):
"""List all tickets, optionally filtered by a view. Specify filters as
keyword arguments, such as:
filter_name = one of ['new_and_my_open', 'watching', 'spam', 'deleted',
None]
(defaults to 'new_and_my_open')
Passing None means that no named filter will be passed to
Freshdesk, which mimics the behavior of the 'all_tickets' filter
in v1 of the API.
Multiple filters are AND'd together.
"""
filter_name = "new_and_my_open"
if "filter_name" in kwargs:
filter_name = kwargs["filter_name"]
del kwargs["filter_name"]
url = "tickets"
if filter_name is not None:
url += "?filter=%s&" % filter_name
else:
url += "?"
if "updated_since" in kwargs:
url += "updated_since=%s&" % kwargs["updated_since"]
page = kwargs.get("page", 1)
per_page = kwargs.get("per_page", 100)
tickets = []
# Skip pagination by looping over each page and adding tickets if 'page' key is not in kwargs.
# else return the requested page and break the loop
while True:
this_page = self._api._get(
url + "page=%d&per_page=%d" % (page, per_page), kwargs)
tickets += this_page
if len(this_page) < per_page or "page" in kwargs:
break
page += 1
return [Ticket(**t) for t in tickets]
def filter_tickets(self, query, **kwargs):
"""Filter tickets by a given query string. The query string must be in
the format specified in the API documentation at:
https://developer.freshdesk.com/api/#filter_tickets
query = "(ticket_field:integer OR ticket_field:'string') AND ticket_field:boolean"
"""
url = 'search/tickets?'
page = 1 if not 'page' in kwargs else kwargs['page']
per_page = 30
tickets = []
while True:
this_page = self._api._get(url + 'page=%d&query=%s'
% (page, repr(query)), kwargs)
this_page = this_page['results']
tickets += this_page
if len(this_page) < per_page or page == 10 or 'page' in kwargs:
break
page += 1
return [Ticket(**t) for t in tickets]
def list_tickets(self, **kwargs):
"""List all tickets, optionally filtered by a view. Specify filters as
keyword arguments, such as:
filter_name = one of ['new_and_my_open', 'watching', 'spam', 'deleted',
None]
(defaults to 'new_and_my_open')
Passing None means that no named filter will be passed to
Freshdesk, which mimics the behavior of the 'all_tickets' filter
in v1 of the API.
Multiple filters are AND'd together.
"""
filter_name = 'new_and_my_open'
if 'filter_name' in kwargs:
filter_name = kwargs['filter_name']
del kwargs['filter_name']
url = 'tickets'
if filter_name is not None:
url += '?filter=%s&' % filter_name
else:
url += '?'
page = 1
per_page = 100
tickets = []
# Skip pagination by looping over each page and adding tickets
while True:
this_page = self._api._get(
url + 'page=%d&per_page=%d' % (page, per_page), kwargs)
tickets += this_page
if len(this_page) < per_page:
break
page += 1
return [Ticket(**t) for t in tickets]
def update_ticket(self, ticket_id, **kwargs):
"""Updates a ticket from a given ticket ID"""
url = "tickets/%d" % ticket_id
ticket = self._api._put(url, data=json.dumps(kwargs))
return Ticket(**ticket)
def get_ticket(self, ticket_id):
"""Fetches the ticket for the given ticket ID"""
url = "tickets/%d" % ticket_id
ticket = self._api._get(url)
return Ticket(**ticket)
def merge_ticket(self, dados):
"""Updates a ticket from a given ticket ID"""
url = "tickets/merge"
ticket = self._api._put(url, data=dados)
return Ticket(**ticket)
